Technical Articles
How To Integrate Multiple SAP Cloud for Customer Systems with SAP Marketing Cloud
Companies ask for a system infrastructure that allows the use of the SAP Marketing Cloud as a central global solution for Customer Profiling, Segmentation and Campaign Orchestration, while multiple Sales Cloud instances run in parallel for different markets or brands.
With the 2011 release of SAP Marketing Cloud the standard integration of SAP Sales Cloud with SAP Marketing Cloud allows you to set up such a system landscape.
This blog describes the necessary configuration steps and extensibility activities, which must be followed and applied in order to set up a customer specific solution during the implementation project of the SAP Sales Cloud integration with SAP Marketing Cloud.
Prerequisite
Companies need to follow the standard integration for Business Partner and Business Partner Relationships, using SOAP-interfaces. The process can be found in the integration guide and the guide for setting Up SAP Marketing Cloud Integration with SAP Cloud for Customer (1J9).
Configure the ID Origin for Multiple Cloud for Customer Systems
For the replication of business partner, business partner relationships and the corresponding key mapping information, it is necessary to define separate values for the Interaction Contact Origin IDs for each SAP Cloud for Customer System .
To do so, do the following:
- log on as Business Configuration Expert in your SAP Marketing Cloud System.
- Open the application Manage your Solution.
- Select Configure your Solution and open the Contacts and profiles item with step OriginContactID-configure.
Create a different Origin ID for each Cloud for Customer system and enter the corresponding system ID for the quality and productive system according to the description in the integration setup guide.
Set Up Multiple Communication Arrangements for Cloud for Customer Systems
Create separate communication systems in SAP Marketing Cloud for each SAP Cloud for Customer system. To do this, follow the steps described in the integration set-up guide. Create for the following communication scenarios for each of the communication systems:
- SAP_COM_0017 – Marketing – Presales/Sales Integration
- SAP_COM_0475 – Marketing – SAP Business Partner Integration
- SAP_COM_0539 – Key Mapping Hub Integration
- SAP_COM_0045 – Marketing – Presales/Sales UI Integration
Once completed, you should have a list that is similar to the following screenshot:
Adjust UI Navigation from Contact Factsheet to Sales Cloud Systems
To adjust the navigation to different SAP Sales Cloud systems from the Interaction Contact Factsheet of SAP Marketing Cloud, you must add a Target System ID property to the communication arrangements you created for communication scenario SAP_COM_0045 (Marketing – Presales/Sales UI Integration) of the connected systems:
Note: The value provided is the same as the value in the Origin ID entry for the inbound replication, maintained in step 1.
Implement BAdI to Determine the Target System for Lead Creation
For lead management processing you want to create leads for the contact in the appropriate SAP Sales Cloud system. To do so, decide which criteria is used to determine the target system for the lead outbound message that it is sent to the connected SAP Sales Cloud system. For example, A criterion could be the Origin ID information of the contact.
To implement the criteria, do the following:
Implement the “Lead Management: Determine Target System Type” BAdI of the “Marketing – Campaign” Business Context:
Implement the proper logic for your business requirement and activate the implementation:
Update the iFlow for Lead Replication to the Latest Version
To transfer a lead to the corresponding SAP Cloud for Customer System using the SOA-service for Lead Outbound Replication, the iFlow on the SAP Cloud Platform Integration must be adjusted. Deploy the current iFlow using the latest available version on the API Hub.
Test the Lead Transfer and the Determination Logic of the Target System
You can use the messaging dashboard to test the integration of lead management by monitoring the outgoing messages for the LEADS_OUT Interface. Proceed as follows: Log on as Configuration Expert for Business Network Integration (using the business Role template SAP_BR_CONF_EXPERT_BUS_NET_INT) in your SAP Marketing Cloud System.
Open the messaging dashboard.
Campaigns that trigger a lead transfer create for each execution run generate separate messages for the connected Sales Systems.
Hi Josef
Thanks for knowledge update on recent product developments.
One Marketing Cloud integrated with two Sales Cloud.
Suppose Same Business Partner Data Exists in two Sales Cloud with some differences in Communication details ( e-mail address differently maintained in Sales Cloud).
Please provide insights How Marketing Cloud builds unique Contact profile?
Hi Anandh,
that's actually a good question, let me answer as follows:
From a technical perspective, first of all the described solution will only work if customers use the SOAP-based integration of business partners and business partner relationships. This has the effect, that each replicated business partner from a connected C4C system creates a corresponding Business partner instance in marketing cloud, which in turn creates separate interaction contacts for the persons and accounts. There happens no merge, because the business partner would prevent this as they it is the primary data provider for the interaction contact via the ID Origin SAP_MKT_BUPA. To summarize, it will not be possible to create a unique profile for two business partner records, coming from different C4C systems.
From a business perspective it is actually not intended to support this merge capability, but we request that the data are separated, i.e. contacts and account are located in either one or the other sales system. If you want to support your use case, I would think that a central master data management system is the appropriate solution for merging the business partner data, and loading it from there into marketing cloud.
Best Regards,
Josef Ehbauer
Product Management, SAP Marketing Cloud
Hi Josef,
good blog, thanks for the new information regarding that topic! 🙂
K Anandh as Josef already suggested, maybe you might have a look into the SCP Master Data for Business Partners, which could now also be integrated with SAP Marketing Cloud. Never used it before, but maybe it could solve your problem:
https://api.sap.com/package/SAPMarketingCloudIntegrationwithSAPCloudPlatformMasterDataforbusinesspartners?section=Artifacts
BR Tobias
Thanks
Regards,
Hi Josef,
thank you for this blog. It is very helpful.
Is there also a similiar procedure for the replication of business activities?
I can only find the BadI for Lead Management. But we would also like to create tasks/ activities in multiple cloud for customer systems.
Thanks in advance and best regards,
Lisa
Hi Lisa,
when we decided for this enhancement, we first wanted to focus on lead management, but for sure sales enablement it would be desirable as well. Unfortunately this is not yet supported. If you use nonetheless use sales enablement in such a scenario, the activities would be replicated to the sales system, which was created last in the communication system app.
If you think that customers will need this capability, kindly submit an influencer item that we can enhance the capability with further BAdIs.
Best Regards,
Josef Ehbauer
SAP Marketing Cloud Product Management
Hi Josef,
does this restriction also apply to the integration of one SAP Sales Cloud system and one SAP CRM onPrem System or only two SAP Sales Cloud systems?
Best regards,
Peter
Hi Peter,
there are two possible options:
I hope this clarifies your question.
BR, Josef
Hi Josef,
I am not sure if I get point 3 with the UI Navigation right.
Is the target system ID the ID of the Sales Cloud like in your picture '0LEL950' or is it the ID Origin like you say in the note under the picture?
What is the main aim of the UI Navigation? Is there a direct connection between Marketing Cloud and Sales Cloud or is it more an internal communication system for the Marketing Cloud?
Additionally, I cannot see any message in the messaging dashboard. But I followed all the steps as you described.
Thanks and best regards,
Lisa
Hi Lisa,
yes, I can confirm what I mentioned already in my Note: "The value provided is the same as the value in the Origin ID entry for the inbound replication, maintained in step 1".
This value is also stored in the interactions, which correspond to business documents, like leads or activities, amd which get updated or replicated from a corresponding sales cloud system. The value is needed to provide a proper hyperlink for navigation into the corresponding sales system. That's the primary reason for this additional configuration.
With regard to your issue in the messaging dashboard i recommend you to open a customer ticket.
Best Regards, Josef
Hi Josef,
thanks for your answer.
We were already able to find the solution by ourselves.
The leads are working now and I can see them in the dashboard.
Regards,
Lisa