SolutionGuidesSales PDF

PUBLIC
SAP Hybris Cloud for Customer

Document Version: 1805 – 2018-06-23
Solution Guide for SAP Hybris Cloud for Sales

Content
1 Solution Guide for SAP Hybris Cloud for Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2 Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
2.1 Scope and Configure Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.2 Create Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Import Leads from Microsoft Excel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Use Business Card Scanner. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Check for Lead Duplicates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Assign Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
2.3 Nurture Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Lead Statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Qualify Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Add Qualification Activities to Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Associate Leads with Registered Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Score Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Work with Deal Finder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Integrate with LinkedIn's Sales Navigator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
2.4 Convert Leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
2.5 Leads Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
2.6 Leads FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
3 Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
3.1 Scope and Configure Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
3.2 Create Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Create a Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Create Sales Quotes from Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Create Sales Quotes from a Contact Person. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Search for Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
3.3 Maintain Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Add Products to a Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Copy Line Item. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Set a Minimum Item Order Quantity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Minimum Order Quantity Error Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Use Item Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Calculate Quantity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Add Quick Products from Product Lists to Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Use Cross, Up, and Down Selling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

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Add a Sales Quote Customer Part Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Structure and Renumber Sales Quote Products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Assign Opportunities to Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Work with Sales Quote Involved Parties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94
3.4 Process Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
Activities in Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Sales Quote Languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Sales Quote Approval Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101
3.5 Complete Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107
Signatures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Sending a Sales Quote to Customer Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Create a Follow-up Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Sales Quote Preview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Sales Quote Document Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Sales Quote Output Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Cancel a Sales Quote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
3.6 Sales Quote Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Internal Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Calculate Quantity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Check Credit Limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
Request External Pricing with SAP ERP, SAP CRM, SAP S/4HANA. . . . . . . . . . . . . . . . . . . . . . . . . 118
Available to Promise (ATP) Check. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Use Free Goods Determination. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
View the Bill of Material Explosion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Product Substitution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
3.7 Sales Quotes Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
3.8 Maintain Sales Quotes Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121
3.9 Sales Quotes FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
How do I version a quote?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
How are dates used in sales quotes?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Which currency gets defaulted for a sales quote?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
How can I default the output settings?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .122
How do you replicate sales quotes to SAP ERP?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
4 Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

4.1 Scope and Configure Sales Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
4.2 Create Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Sales Order Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Add Products to a Sales Order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131
Block Sales Orders Based on Account Blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138
Determine Involved Parties for Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139
Sales Order Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Content PUBLIC 3
Cross, Up, and Down Selling in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143
Use Internal Sales Order Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Create Sales Orders and Sales Quotes as Follow-Up Documents. . . . . . . . . . . . . . . . . . . . . . . . . . 144
4.3 Integrate Sales Orders with SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Simulate Sales Orders in SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Finalize Sales Orders in SAP ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
4.4 Complete Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Add Two Signatures to Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Define Approval Processes for Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Create a Sales Order Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .156
View Consistency Status for Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Complete Internal Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
View Document Flow in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158
Flexible Offline Pricing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Use Click-to-Call in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .160
4.5 Sales Order Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
4.6 Sales Orders Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
4.7 Sales Orders FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
5 Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
5.1 Scope and Configure Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
5.2 Prepare for Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Create or View Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Add To-Do List to Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Record Contacts at Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
5.3 Record Activities During Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Create or View Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Check In to Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Check In-Store Displays for Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .200
Check Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Complete Tasks and Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Record Contacts at Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Create Follow-Up Items for Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Check Out of Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
5.4 After the Visit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Create Follow-Up Items for Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Generate a Visit Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
5.5 Visits Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
5.6 Visits FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
6 Imaging Intelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

6.1 Scope and Configure Imaging Intelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .213

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6.2 Use Imaging Intelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
7 Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
7.1 Scope and Configure Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Enable Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .218
Configure Window for Generating Visits in Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Configure Web Services (A2X) to Read, Edit, or Delete Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
7.2 Plan Visits Using Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Create Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Define Visit Settings for Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .221
Add Involved Parties and Attachments to Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Add Visits to Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Verify Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Activate Routes and Generate Visits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
7.3 Use Route Templates to Reuse Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Create Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227
Define Settings for Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Add Involved Parties and Attachments to Routes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Add Accounts to Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Activate Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .231
Generation History for Route Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
7.4 Routes Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
7.5 Routes FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
8 Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
8.1 Scope and Configure Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
8.2 Survey Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .236
General (Checklist) Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Competitor Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Registered Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Competitor Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Satisfaction Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Survey Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .242
8.3 Design Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Survey Statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Survey Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Survey Question Bank. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Copy Previous Answers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Matrix View for Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Pagination in Matrix Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Survey Branching. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

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Restrict Access to Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253
Assign Surveys and Tasks Automatically. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Score Multiple Choice Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Survey Simulation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258
Survey Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Add Products to Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Satisfaction Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
8.4 Create Surveys in Multiple Languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
8.5 Complete Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Save, Finish, and Submit Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
View Survey Progress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Check for Survey Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Add Attachments to Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Survey PDF Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Related Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Complete Product Surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Survey Results for Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Create a Sales Quote or Sales Order as A Follow-Up Item from a Survey. . . . . . . . . . . . . . . . . . . . . 272
Add Products to Checklist Surveys During Runtime. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
8.6 Survey Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Survey Report Data Sources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .273
Export Survey Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Create Target Groups from Survey Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
9 Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
9.1 Scope and Configure Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
9.2 Create Promotions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Create Promotions in SAP Hybris Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
SAP CRM TPM Promotion Replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
9.3 Use Promotions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
View Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .279
Apply Promotions in Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Finish Promotions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
9.4 Promotion Data Sources and Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .281
9.5 Promotions Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
9.6 Promotions FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
10 Partner Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

10.1 Configure Partner Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .287
10.2 Partner Channel Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Deal Registration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Collaborate using SAP Jam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295

6 PUBLIC Content
10.3 Partner Portal for Partner Channel Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .295
Partner Portal Integration Landscape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Partner Registration and Onboarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Setting Up Your Partner Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
11 Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
11.1 Use the Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
11.2 Use the Team Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
12 Library. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .307
13 Attachment Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
14 Accounts and Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313

14.1 Scope and Configure Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
14.2 Maintain Account Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Customer Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Business Partner Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Relationships Between Accounts and Buying Center Relationships. . . . . . . . . . . . . . . . . . . . . . . . 338
Buying Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Account Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .340
Account Hierarchy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .341
ABC Classification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Attributes and Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Account Blocks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Payment Terms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .347
Tax Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
Target Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
14.3 Account Duplicate Check. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
14.4 Customer Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
14.5 Address Maintenance, Maps and Geo-Tracking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
International Address Versions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .362
Map View for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
Address Validation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
14.6 Organization and Territory Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .370
Account Sales Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Territories for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
14.7 SAP ERP Customer Cockpit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
14.8 Social Media Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
14.9 Integration with LinkedIn™ Sales Navigator to Access Relationships and Key Contacts. . . . . . . . . . . . . .375
Configure LinkedIn's Sales Navigator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
14.10 Accounts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
14.11 FAQ for Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385

Content PUBLIC 7
15 Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
15.1 Scope and Configure Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Configure Business Partner - End of Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .396
15.2 Customer Merge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
15.3 Contact Team. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
15.4 Contact Relationships and Buying Center Relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
15.5 Buying Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
15.6 Attributes and Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .407
15.7 Social Media Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
15.8 Integration with LinkedIn™ Sales Navigator to Access Relationships and Key Contacts. . . . . . . . . . . . . .413
Configure LinkedIn's Sales Navigator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .414
16 Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
16.1 Scope and Configure Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
Configure Business Partner - End of Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .426
16.2 Employee Sales Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
16.3 Edit or Delimit Employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
16.4 Employee Job Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
16.5 Employee Delegates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .433
16.6 Employee Work Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
17 Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
17.1 Scope and Configure Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
17.2 Use Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
Appointments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
Emails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
Phone Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .444
17.3 Activities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
17.4 Activities FAQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .451
18 Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453

18.1 Scope and Configure Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
18.2 Maintain Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 456
Create a Product List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .457
Use Automatic Product Proposals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Migrate Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Copy Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Use Validity for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Product List Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .460
Define Product List Queries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Use Advanced Search for Product List Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461

8 PUBLIC Content
Implement BAdIs for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Add External Product IDs to External Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
18.3 Add Quick Products from Product Lists to Sales Quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462
Use Cross, Up, and Down Selling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462
18.4 Define Exclusions and Restrictions for Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
Configure Product Exclusions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
Configure Product Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
18.5 Use Product Lists Feed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
18.6 Use Product Lists Change History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
18.7 Use Product Lists Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
19 Activity Planning and Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

19.1 Scope and Configure Activity Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .466
19.2 Use Activity Plans and Routing Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
Create Activity Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
Create Routing Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .469

Content PUBLIC 9
1 Solution Guide for SAP Hybris Cloud for
Sales
To give your sales team the agility and power to find answers, engage in meaningful customer conversations, and
deliver the right impact every time, salespeople need a set of capabilities that enhance the selling process. Going
beyond the traditional approach to sales software, SAP Hybris Cloud for Sales is easy to use and equips your sales
team to close more deals faster in today's complex selling environment.
For this release, we are including only a subset of features in this solution guide. The other features are under
construction and will be added soon!

10 PUBLIC Solution Guide for SAP Hybris Cloud for Sales
2 Leads
Lead generation and management is the first step of your sales and marketing process. In this step, you can
capture any interest in your products and services, and qualify and nurture the interest to turn your potential
customers into real clients.
Leads can come from a wide range of sources. It can be as simple as a customer inquiry on the phone or an active
participation in your email campaign. With SAP Hybris Cloud for Customer, you can add a lead into your system
easily. Imagine that you are at a trade show. Someone comes to your booth to seek more information about your
products. You shake hands and exchange business cards. After the conversation, you can just take out your phone
and create the lead on the site by scanning that business card. The solution also allows you to import a large
quantity of leads at once using Microsoft Excel or SAP Hybris Cloud for Customer's APIs.
Lead nurturing refines your prospects. To increase your business efficiency, you may just want to focus on the
leads that have a higher chance to be converted to sales opportunities. SAP Hybris Cloud for Customer equips you
with a variety of tools that help you score, qualify, and identify leads that are more likely to make a purchase.

Leads PUBLIC 11
2.1 Scope and Configure Leads
Administrators can configure leads using scoping, scoping questions, and fine-tuning activities.
Scoping questions and fine-tuning activities that are self-explanatory may not be included in this list.
2.1.1 Enable Leads
Administrators can add leads to your project scope.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Scoping Sales
Lead Management and check the box next to the scoping item for using leads.
2.1.2 Configure Number Range
Administrators can specify the range of numbers that the ID of the lead records can take.
Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune Leads
Number Range Maintain Number Range to specify the numbers.
2.1.3 Configure Involved Parties
Administrators can maintain involved parties for leads by assigning party roles and using determination rules.
Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune
Leads Involved Parties Maintain Involved Parties to edit your involved parties.
2.1.4 Configure Sources
Administrators can maintain sources that capture the origin of your leads.
Sources Maintain Sources to edit your sources.

12 PUBLIC Leads
2.1.5 Configure Categories
Administrators can maintain categories that classify your elements such as leads and opportunities.
Categories Maintain Categories to edit your categories.
2.1.6 Configure Assignment of Categories
Administrators can activate categories for leads via assignment.
Assignment of Categories Assign Categories to assign your categories.
2.1.7 Configure Qualifications
Administrators can maintain qualifications that classify leads in terms of how promising they are for your business.
Qualifications Maintain Qualifications to edit your qualifications.
2.1.8 Configure Status
Administrators can customize lead statuses and define conversion actions for each status.
Context
You can edit statuses by adding and deleting rows.
Procedure
1. Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune
Leads Status Maintain Status .
2. Click Add Row to create a new status.
3. Enter a number as Sort Sequence. It determines where the new status appears in the drop-down list of your
lead status and has no influence on how leads are processed.

Leads PUBLIC 13
4. Specify the Status Code. Customized status codes must begin with the identifier Z.
5. Select an Internal Status in which your new status will be active. A customized status should always be
connected to a pre-delivered status and follow the internal logic that particular status represents.
6. Give a name to your new status in the Description field.
7. Decide whether your new status should be the initial status for newly created leads.
Note
Only one status can be set as Initial Status.
Statuses connected to Converted, Accepted, or Declined cannot be set as Initial Status.
8. Check Active to make the status visible for your users.

9. Decide which conversion actions should be available for leads that attain this new status.
10. Decide whether the lead with this new status can be submitted for approval.
Note
You cannot delete a pre-delivered status, but you can deselect the Active checkbox. In response, the status
will no longer appear, and users cannot search for leads with this status. However, leads that are assigned to
this status will continue to display it.
You can remove a customized status only when it is not in use in the application.
2.1.9 Configure Reasons

Administrators can maintain reasons that specify why a status has been set.
Reasons Maintain Reasons to edit your reasons.
2.1.10 Configure Assignment of Reasons

Administrators can activate reasons for applicable lead statuses via assignment.
Assignment of Reasons Assign Reasons to assign your reasons.
2.1.11 Configure Conversion Limit

Administrators can specify how many times a lead can be converted into an opportunity.
Maintain Conversion Limit to specify the number of times.

14 PUBLIC Leads
2.1.12 Configure System Message Severity
Administrators can upgrade or downgrade the severity level of system messages in leads.
Messages Message Severity Configuration to edit message severity.
2.1.13 Configure Multi-Step Approval Process
Administrators can enable a multi-step approval process for leads through configuration.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Sales Lead Management Leads to find the corresponding scoping question and enable detailed process
configuration in Administrator Approval Processes .
2.1.14 Configure Contact as Optional Field
Administrators can enable users to create a lead without contact information through configuration.
Sales Lead Management Leads to find the corresponding scoping question.
2.1.15 Configure Disablement of Lead Historical Analysis
Administrators can set up the solution to stop capturing lead versions or major changes that allow users to check
lead progression in data source over time.
Note
The information tracked in the data source contains more details than the standard change history seen under
the Changes tab in a lead. You can use the lead history data source CODMKLEAHHB to create a report in
Business Analytics and gain insights into the lead lifecycle.

Leads PUBLIC 15
2.1.16 Configure Lead Aging Notifications
Administrators can enable and configure lead aging notifications in scoping and fine-tuning activities.
Context
Administrators must scope the feature before you can configure it.
Procedure
1. Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Sales Lead Management Leads to find the corresponding scoping question and trigger lead aging
notifications only when a lead has reached its age.
Tip
We recommend that you trigger lead aging notifications only when relevant, for better system performance.
Lead Aging Duration to define the duration for a lead to remain in an unqualified status, beyond which the
lead aging notification will be triggered.
Business Task Management for Expiration of Lead Aging Alert to define the duration to keep having the lead
aging notification.
2.1.17 Configure Lead Creation on Existing Accounts as Default
Administrators can set up the solution to use an existing account as default for lead creation.

16 PUBLIC Leads
2.1.18 Configure Lead Creation on Existing Accounts by Role
Administrators can restrict specific business roles to create leads using existing accounts only.
Context
Users assigned to roles with this restriction must use an existing account for lead creation.
Procedure
1. Go to Administration General Settings Business Roles .

2. Select the desired role and click Edit.
3. Navigate to the Fields and Actions tab.
4. In the Business Action Restrictions section, add a row to the table.
5. Search for *Existing* and select the entry for leads.
The Access Restriction field defaults to Disabled.

Leads PUBLIC 17
2.1.19 Configure Lead Duplicate Check
Administrators can enable and configure lead duplicate check in scoping and fine-tuning activities.
Context
Procedure
Sales Lead Management Leads to find the corresponding scoping question and enable duplicate check
for leads.
Lead Duplicate Check to configure duplicate check details.
You can assign Weighting to available lead fields. The higher the weightage for the field, the more importance is
placed on the field when the solution finds duplicates.
You can also enable Duplicate Check for Mass Import for your users when they upload leads from a
spreadsheet or use A2X services. You can configure the Overall Threshold. The threshold defines the similarity
of the match, beyond which a lead will not be imported as a duplicate.
2.1.20 Configure Note History Viewing and Editing
Administrators can enable users to see and change earlier versions of lead notes through configuration.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions Sales
Lead Management Leads to find the two corresponding scoping questions.
2.1.21 Configure Sales Area Data for Lead Conversion
Administrators can set up the solution to keep sales area data when a lead is converted to an account, or an
account and contact. Sales area data include sales organization, sales group, sales office, distribution channel, and
division.

18 PUBLIC Leads
2.1.22 Configure Selection of Sales Area Data Combinations
Administrators can enable users to select a combination of sales area data including sales organization,
distribution channel, and division during lead creation. The combinations need to be predefined in either or both of
the matching account and employee in the Accounts and Employees work centers.
2.1.23 Configure Reopening of Accepted or Declined Leads
Administrators can enable users to reopen accepted or declined leads through configuration.
2.1.24 Configure Association of Registered Products in Leads
Administrators can enable users to create leads with references to previously sold products through configuration.
2.1.25 Configure Lead Routing Rules
Administrators can create routing rules for automatic lead assignment.
Context
Once the routing rules are defined, leads will be automatically assigned to owners, marketing units, and territories
upon lead creation.
Note
Territories must be enabled in scoping before it works in the lead routing.

Leads PUBLIC 19
Procedure
1. Go to Administrator Sales and Campaign Settings Define Rules for Lead Assignment to launch the
rules table.
2. If it is your first time to create rules, use Adapt Columns to set up the rules table. You can have up to 15
columns in the table, including last three result columns, Owner, Marketing Unit, and Territory.
Tip
We recommend that you remove any unwanted columns and only keep required ones as extra columns can
impact performance.
3. Choose Insert Row above the rules table. A new row with an asterisk in each field will be added to the table.
You can add values to more than one field in a row. The fields in one row evaluate as a logical AND relationship,
which means the field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.
Tip
We recommend that you take full advantage of operators to consolidate your rules for better system
performance.
For example, if your rules determine assignments based on zip codes, you can use the Between operator to
set up a range of zip codes in sequence, or you can use the Include operator to group zip codes that have
the same prefix.
5. Continue to add rows for each desired result.
The rows in the rules table evaluate as a logical OR relationship. The system will compare each rule from top to
bottom until it finds one match, which suggests that the most specific rule should be placed at the top of the
table and generic ones should be near the bottom.
You can rearrange rows by selecting the row and clicking Swap.
6. Click Save when you finish.
7. Click Activate Rules.
For your updated rules, unless you reactivate them, otherwise the previous rule sets will continue to execute.
2.1.26 Configure Lead Routing to Territories
Administrators must enable lead routing to territories before using it in lead routing rules.
Lead Management Leads to find the corresponding question and enable assigning leads to territories.

20 PUBLIC Leads
Remember
You can see the Territory column in the lead routing rules table, regardless of scoping. However, the lead routing
rules will not assign your leads to territories until you enable it.
2.1.27 Configure Automatic Lead Routing Triggers
Administrators can define when automatic lead routing needs to be triggered using workflow rules.
Context
By using workflow rules, lead routing can execute not only upon lead creation, but also on saving a lead or on a
customized schedule.
Procedure
1. Go to Administrator Workflow Rules , and create a new workflow rule.

2. Give a meaningful name in the Description field.
3. For Business Object, choose Leads.
4. For the Timing type, you can choose from On Create Only, On Every Save, and Scheduled. If the timing field is
left blank, On Every Save will be applied by default.
This selection decides when your rule, in this case Assign Leads Using Rules, will be triggered.
5. (Optional) Define conditions which you can also configure in the routing rules table.
6. For Rule Type, choose Action and select Assign Leads Using Rules.
7. Review and activate your workflow rule.
2.1.28 Configure Lead Routing for Local Administrators
Local administrators can be assigned to geographical areas for which they can create rules.
Context
Only administrators with global access rights can create and edit lead routing restrictions for local administrators.

Leads PUBLIC 21
Procedure
rules table.
2. Choose Add Row under the Local Administrators Restrictions section.
3. Enter a Country and Region to allow for rule creation.
4. Choose a local administrator for that country and region.
5. Continue to add rows for each local administrator you want to assign.
6. Click Save.
2.1.29 Configure Automatic Routing Triggers for Activity Plans
Administrators can use workflow rules to define when applicable activity plans can be automatically assigned to
leads.
Prerequisites
As administrators, you should have defined activity plans and routing rules in the activity planner work center.
Note
For each task or survey to be routed automatically, the Assign Automatically option must be checked.
Context
By using workflow rules, applicable activity plans can be assigned on creating or saving a lead, or on a customized
schedule.
Procedure

This selection decides when your rule, in this case Refresh from Activity Plan, will be triggered.

22 PUBLIC Leads
5. (Optional) Define conditions which you can also configure in the Routing Rules section in the activity planner
work center.
6. For Rule Type, choose Action and select Refresh from Activity Plan.
2.1.30 Configure LinkedIn's Sales Navigator
Administrators can enable Sales Navigator to allow users to look up LinkedIn information of an account or a
contact.
Note
Sales Navigator Enterprise licenses are required from LinkedIn to use this feature.
Communication and Information Exchange Integration with External Applications and Solutions Integration with
LinkedIn Sales Navigator to find the corresponding scoping question.
2.1.31 Configure Business Card Scanner
Administrators can enable Business Card Scanner to capture leads on your mobile device.
Prerequisites
You need to purchase the appropriate number of licenses for business card scans from ABBYY, a non-SAP site at
http://cloud.ocrsdk.com
Note
Each business card scan counts as one A4 scan.
Procedure
1. Log on to your SAP solution and go to Administrator Business Flexibility Mashup Web Services
Business Card Scanner Service .
2. Click Enter API Keys.
3. Click Show API Keys.
4. Enter the username and password that you received from ABBYY.

Leads PUBLIC 23
5. Save your entries.
6. Back on the Web Mashup Services screen, select the row of Business Card Scanner Service and activate it.
This software uses ABBYY® FineReader® Engine 11 recognition technologies © 2013, ABBYY Production LLC.
ABBYY and FINEREADER are trademarks of ABBYY Software Ltd., which may be registered in some
jurisdictions.
2.1.32 Configure Deal Finder
Admnistrators can enable and configure deal finder to help users identify most promising leads.
Deal finder integrates with SAP InfiniteInsight which scores and prioritizes leads through predictive analytics. As a
part of the deal finder configuration, administrators must also set up communication with SAP InfiniteInsight.
Prerequisites
Your system must be provisioned to support deal finder.
Intended deal finder users must have access to the leads work center view.
Note
We recommend that you configure deal finder in the HTML5 client for more comprehensive functionalities.
Enable Deal Finder in Scoping
Lead Management Leads to enable integration with SAP InfiniteInsight.
Add the Deal Finder Tile to the Home Page
Administrators must add the deal finder tile to the home page to allow users with appropriate roles to access deal
finder.
In the HTML5 client, proceed as follows:
1. Open the home page.
2. Click and choose Adapt.

3. Select the business role with which users will work with the deal finder.
4. Click and choose Edit.

24 PUBLIC Leads
5. Navigate to the Scorecards section.
6. Find the Deal Finder scorecard, and add it to the role.
7. Decide whether you want to make deal finder visible for all users with that business role.
8. Click Publish to save your changes for that business role.
Save Queries
Administrators must add at least one query with topics as the search parameter for users to see topics in deal
finder.
1. Go to Sales Leads or Sales Campaign Leads .

2. From the top right, click Adapt and choose Edit Master Layout.
3. Click to show the advanced filter.

4. Apply filters to refine your query result. For example, you can set Qualification Level as Hot and get a list of high
qualified leads for users to review in deal finder.
5. Save and apply the query. The name you enter will be the name of the topic in deal finder.
6. Click Adapt and choose End Layout Changes.
Set Up a Communication System
Administrators must set up a communication system for SAP InfiniteInsight. A communication system represents
an external system that is used for application integration.
1. Go to Administrator General Settings Integration Communication Systems .

2. Create a new communication system.
3. Fill in information including ID and host name, and select Internet for the system access type.
4. Add a system instance ID. We recommend using the following ID: INFINITEINSIGHT.
5. Save your new communication system.
6. Click Actions and choose Set to Active.
Set Up a Communication Arrangement
Administrators must set up a communication arrangement to allow data exchange between SAP InfiniteInsight
and the solution.
1. Go to Administrator General Settings Integration Communication Arrangements .

2. Create a new communication arrangement.

Leads PUBLIC 25
3. Select the communication scenario Deal Finder - Lead Scoring and click Next.
4. Select the system instance ID that you created when you set up the communication system. We recommend
using the following ID: INFINITEINSIGHT.
5. Under the Define Technical Data tab, do the following:
Feature/Application Application Protocol Authentication Method
Lead scoring/SAP InfiniteInsight Web Service User ID and Password
6. The user ID will be used to authenticate the service in SAP InfiniteInsight.

7. Click Edit Credentials and enter a password. The password will be used to authenticate the service in SAP
InfiniteInsight.
8. Click Finish to save and activate the communication arrangement.
Access and Configure SAP InfiniteInsight
The solution with provisioning for deal finder includes access to SAP InfiniteInsight.
Upon configuring SAP InfiniteInsight, administrators can update lead scoring formula regularly.
1. Access SAP InfiniteInsight at https://c4c-dealfinder-infiniteinsight-backend.itc.sap.com .

2. Select the SAP logo.
3. Log on with the user ID and password of your SAP ID Service account to associate an SAP InfiniteInsight
account with your SAP Hybris Cloud for Customer solution.
4. For the SAP WSDL user and SAP WSDL password, enter the user ID and password that you specified when you
set up the communication arrangement.
5. For the SAP tenant, paste the sample URL of your productive tenant, as indicated below:
myNNNNNN.crm.ondemand.com
Note
Do not enter https:// before this sample URL.
As only one tenant can be specified per SAP InfiniteInsight account, we recommend that you enter the URL
of your productive tenant. If you want to specify a separate tenant such as a test system, you should log on
with a separate SAP ID Service account for that tenant.
6. Modify the sample URL by replacing NNNNNN with the numbers that are associated with the URL of your
specific tenant.
7. Save your account information.
8. Click Update lead scoring formula.
The action triggers a call to SAP Hybris Cloud for Customer to read lead data and generate an updated scoring
formula in SAP InfiniteInsight based upon past sales activities. The updated formula will be sent back to SAP
Hybris Cloud for Customer for users to see newer predictive data in deal finder.

26 PUBLIC Leads
2.1.33 Configure Depersonalization in Leads
Administrators can remove personal data from a business object to ensure compliance with the applicable data
protection requirements.
Note
Depersonalization is only available to administrators with access to the Data Protection and Privacy work center.
In leads, depersonalization triggers a deletion. Once a lead is depersonalized, you can go to Administrators
General Settings Data Management Deleted Data to view the deleted record. You cannot depersonalize a lead
if it contains a person that is blocked for removal.
In case you need to retain certain information, you can download relevant data using OData or Data Workbench
prior to depersonalization.
For more information, see .
2.2 Create Leads
Leads can be generated from different sources such as marketing campaigns, referrals, and social media. Any
unprocessed contact or company information you collect can become a lead. SAP Hybris Cloud for Customer
offers you full flexibility to create, track, and follow up on your leads.
You can create leads manually, import leads from Microsoft Excel, or upload leads through SAP Hybris Cloud for
Customer APIs. For mobile users, you can also acquire a lead by scanning a business card.
Import Leads from Microsoft Excel [page 28]

You can upload a batch of leads from a Microsoft Excel template.
Use Business Card Scanner [page 29]

You can create a lead on the spot using Business Card Scanner on your mobile device.
Check for Lead Duplicates [page 30]

Lead duplicate check is a combination of account duplicate check and lead duplicate check.
Assign Leads [page 32]

Leads are often assigned automatically upon creation, provided the lead routing rules have been defined
by your administrators. If there is no rule applicable, you own all the leads you create.

Leads PUBLIC 27
2.2.1 Import Leads from Microsoft Excel
You can upload a batch of leads from a Microsoft Excel template.
Procedure
1. From your profile menu at the top right, go to the Download section.
2. Download the Add-In for Microsoft Excel.
3. Install the add-in using the .exe file.
4. Go to Sales Leads , and click the More icon at the bottom right.
5. Click Import from Microsoft Excel.
6. Open the Microsoft Excel template locally and log in with SAP Hybris Cloud for Customer credentials.
7. You can either manually type in or copy and paste your leads information from another spreadsheet.
8. If you have downloaded the add-in, saving the spreadsheet will update your leads in the solution
simultaneously.

28 PUBLIC Leads
2.2.2 Use Business Card Scanner
You can create a lead on the spot using Business Card Scanner on your mobile device.
Prerequisites
Your administrators have enabled Business Card Scanner.
Note
The optical character recognition license is required from ABBYY to use this feature.
Procedure
1. Go to Leads, and add a new lead.

2. Tap Actions, choose Scan, and the phone camera will be activated.
3. Center the business card that you would like to scan, and take the picture.
4. If the photo is clear, tap Use Photo. The information in the picture will be transferred to appropriate fields in the
application.
5. Confirm or adjust the information as necessary, and save the lead by tapping Done. The information from the
business card will appear as a contact under your lead.
Tip
If the country of your contact is not recognizable from the business card, a popup for manual input will
display. The country information will be required if you intend to use SAP DQM - Data Quality Management
to cleanse and improve your data.
2.2.2.1 Configure Business Card Scanner
Administrators can enable Business Card Scanner to capture leads on your mobile device.
Prerequisites
You need to purchase the appropriate number of licenses for business card scans from ABBYY, a non-SAP site at
http://cloud.ocrsdk.com

Leads PUBLIC 29
Note
Each business card scan counts as one A4 scan.
Procedure
1. Log on to your SAP solution and go to Administrator Business Flexibility Mashup Web Services
Business Card Scanner Service .
2. Click Enter API Keys.
3. Click Show API Keys.
4. Enter the username and password that you received from ABBYY.
6. Back on the Web Mashup Services screen, select the row of Business Card Scanner Service and activate it.
This software uses ABBYY® FineReader® Engine 11 recognition technologies © 2013, ABBYY Production LLC.
ABBYY and FINEREADER are trademarks of ABBYY Software Ltd., which may be registered in some
jurisdictions.
2.2.3 Check for Lead Duplicates
Lead duplicate check is a combination of account duplicate check and lead duplicate check.
Note
As prerequisites, your administrator must enable and configure both business partner duplicate check and lead
duplicate check.
During lead creation, once you type in all the essential information, click Check for Duplicates at the bottom right,
and scroll down to view the similarity check result. You will see tabs that contain duplicate information for Lead,
Account and Contact, and Account.
Based on the duplicate check result, you can decide whether or not to create the new lead. If the system finds a
duplicate account, or account and contact, you can create the lead under that existing account through
association.

30 PUBLIC Leads
You can also check for duplicates when performing a mass upload of leads from a spreadsheet or using A2X
services, provided this function has been enabled by your administrators. Once you have imported leads and
saved the changes, any duplicate leads, accounts, or contacts will display an error. This error message tells you
which leads were not imported due to duplication.
Related Information
Account Duplicate Check [page 353]
2.2.3.1 Configure Lead Duplicate Check
Administrators can enable and configure lead duplicate check in scoping and fine-tuning activities.
Context
Procedure
Sales Lead Management Leads to find the corresponding scoping question and enable duplicate check
for leads.
Lead Duplicate Check to configure duplicate check details.

Leads PUBLIC 31
You can assign Weighting to available lead fields. The higher the weightage for the field, the more importance is
placed on the field when the solution finds duplicates.
You can also enable Duplicate Check for Mass Import for your users when they upload leads from a
spreadsheet or use A2X services. You can configure the Overall Threshold. The threshold defines the similarity
of the match, beyond which a lead will not be imported as a duplicate.
2.2.4 Assign Leads
Leads are often assigned automatically upon creation, provided the lead routing rules have been defined by your
administrators. If there is no rule applicable, you own all the leads you create.
Administrators can use workflow rules to trigger automatic lead routing not only upon lead creation, but also on
saving a lead or on a customized schedule. As users, you can manually add or change lead assignment details
including owners, marketing units, and territories. You can also trigger lead routing on demand to update exisitng
lead assignments.
If you have a group of people collaborating on one lead, you can add more employees to the Sales & Marketing
Team tab in the lead.
2.2.4.1 Trigger Lead Routing on Demand
You can reassign your leads using routing rules defined by your administrators.
Context
Lead routing rules can automatically take place upon different triggers, depending on how your administrators
have configured them. For existing lead assignments that need to be updated, users can follow the steps below to
manually trigger lead routing.
Procedure
1. Go to the Leads work center.

2. Select one or multiple leads that require reassignments.
3. Click the More option from bottom right, and select Assign Selected Leads Using Rules.
The Owner, Marketing Unit, and Territory details under leads will be updated as a result of rules.

32 PUBLIC Leads
2.2.4.2 Configure Lead Routing Rules
Administrators can create routing rules for automatic lead assignment.
Context
Once the routing rules are defined, leads will be automatically assigned to owners, marketing units, and territories
upon lead creation.
Note
Territories must be enabled in scoping before it works in the lead routing.
Procedure
rules table.
2. If it is your first time to create rules, use Adapt Columns to set up the rules table. You can have up to 15
columns in the table, including last three result columns, Owner, Marketing Unit, and Territory.
Tip
We recommend that you remove any unwanted columns and only keep required ones as extra columns can
impact performance.
3. Choose Insert Row above the rules table. A new row with an asterisk in each field will be added to the table.
You can add values to more than one field in a row. The fields in one row evaluate as a logical AND relationship,
which means the field values must all evaluate to true in order for the rule to evaluate to true.
4. Click the asterisk symbol in a cell to enter a value for that field. The rules table offers a variety of logical
operators to define your values.
Tip
We recommend that you take full advantage of operators to consolidate your rules for better system
performance.
For example, if your rules determine assignments based on zip codes, you can use the Between operator to
set up a range of zip codes in sequence, or you can use the Include operator to group zip codes that have
the same prefix.
5. Continue to add rows for each desired result.
The rows in the rules table evaluate as a logical OR relationship. The system will compare each rule from top to
bottom until it finds one match, which suggests that the most specific rule should be placed at the top of the
table and generic ones should be near the bottom.

Leads PUBLIC 33
You can rearrange rows by selecting the row and clicking Swap.
6. Click Save when you finish.
7. Click Activate Rules.
For your updated rules, unless you reactivate them, otherwise the previous rule sets will continue to execute.
2.2.4.3 Configure Lead Routing to Territories
Administrators must enable lead routing to territories before using it in lead routing rules.
Lead Management Leads to find the corresponding question and enable assigning leads to territories.
Remember
You can see the Territory column in the lead routing rules table, regardless of scoping. However, the lead routing
rules will not assign your leads to territories until you enable it.
2.2.4.4 Configure Automatic Lead Routing Triggers
Administrators can define when automatic lead routing needs to be triggered using workflow rules.
Context
By using workflow rules, lead routing can execute not only upon lead creation, but also on saving a lead or on a
customized schedule.
Procedure

This selection decides when your rule, in this case Assign Leads Using Rules, will be triggered.
5. (Optional) Define conditions which you can also configure in the routing rules table.
6. For Rule Type, choose Action and select Assign Leads Using Rules.

34 PUBLIC Leads
2.2.4.5 Configure Lead Routing for Local Administrators
Local administrators can be assigned to geographical areas for which they can create rules.
Context
Only administrators with global access rights can create and edit lead routing restrictions for local administrators.
Procedure
rules table.
2. Choose Add Row under the Local Administrators Restrictions section.
3. Enter a Country and Region to allow for rule creation.
4. Choose a local administrator for that country and region.
5. Continue to add rows for each local administrator you want to assign.
6. Click Save.
2.3 Nurture Leads
Lead nurturing is the process of developing relationships with your buyers through every step of their journeys. It
focuses communication efforts on listening to the needs of your prospects, providing right information, and
responding to their needs.
Lead Statuses [page 36]

The solution provides five pre-delivered statuses to help you identify where your contacts and companies
are in the sales pipeline.
Qualify Leads [page 38]

Lead qualification is a process where you figure out what your prospects need and how likely they will
purchase your products or services.
Add Qualification Activities to Leads [page 38]

You may have mandatory or voluntary activity plans such as surveys and tasks predefined and assigned by
your administrators to help you qualify your leads.
Associate Leads with Registered Products [page 40]

You can create leads with references to previously sold products or services. Those references can help
qualify leads in senarios such as cross, up, and down selling, and offering renewal services.
Score Leads [page 41]

Leads PUBLIC 35
Lead scoring is a method used to rank your leads and help you identify most valuable prospects.
Work with Deal Finder [page 42]

The deal finder offers a predictively scored, ranked list of incoming leads based on their likelihood of
conversion, which helps you decide the order in which to enagage your prospects.
Integrate with LinkedIn's Sales Navigator [page 46]

With Sales Navigator enabled by your administrators, you can look up LinkedIn information about
accounts or contacts in leads, and nurture your prospects through networking.
2.3.1 Lead Statuses
The solution provides five pre-delivered statuses to help you identify where your contacts and companies are in the
sales pipeline.
● Open: The initial status is set to open upon lead creation.

● Qualified: The status will automatically change to qualified when a Qualification Level is set. You can also
manually change the status to qualified.
● Accepted or Declined: The statuses are available when a lead is in a qualified status.
● Converted: The status will automatically change to converted when a lead is converted to an opportunity, or an
account and contact. Users cannot manually change the status to converted. As converted represents the
final stage within the lifecycle of a lead, no further modification or conversion action will be allowed after a lead
is converted. Users cannot reopen a converted lead.
2.3.1.1 Configure Status
Administrators can customize lead statuses and define conversion actions for each status.
Context
You can edit statuses by adding and deleting rows.
Procedure
Leads Status Maintain Status .
2. Click Add Row to create a new status.
3. Enter a number as Sort Sequence. It determines where the new status appears in the drop-down list of your
lead status and has no influence on how leads are processed.
4. Specify the Status Code. Customized status codes must begin with the identifier Z.

36 PUBLIC Leads
5. Select an Internal Status in which your new status will be active. A customized status should always be
connected to a pre-delivered status and follow the internal logic that particular status represents.
6. Give a name to your new status in the Description field.
7. Decide whether your new status should be the initial status for newly created leads.
Note
Only one status can be set as Initial Status.
Statuses connected to Converted, Accepted, or Declined cannot be set as Initial Status.
8. Check Active to make the status visible for your users.

9. Decide which conversion actions should be available for leads that attain this new status.
10. Decide whether the lead with this new status can be submitted for approval.
Note
You cannot delete a pre-delivered status, but you can deselect the Active checkbox. In response, the status
will no longer appear, and users cannot search for leads with this status. However, leads that are assigned to
this status will continue to display it.
You can remove a customized status only when it is not in use in the application.
2.3.1.2 Configure Reasons
Administrators can maintain reasons that specify why a status has been set.
Reasons Maintain Reasons to edit your reasons.
2.3.1.3 Configure Assignment of Reasons
Administrators can activate reasons for applicable lead statuses via assignment.
Assignment of Reasons Assign Reasons to assign your reasons.
2.3.1.4 Configure Reopening of Accepted or Declined Leads
Administrators can enable users to reopen accepted or declined leads through configuration.

Leads PUBLIC 37
2.3.2 Qualify Leads
Lead qualification is a process where you figure out what your prospects need and how likely they will purchase
your products or services.
The Qualification Level reflects whether a lead is hot, warm, or cold.
2.3.2.1 Configure Qualifications
Administrators can maintain qualifications that classify leads in terms of how promising they are for your business.
Qualifications Maintain Qualifications to edit your qualifications.
2.3.3 Add Qualification Activities to Leads
You may have mandatory or voluntary activity plans such as surveys and tasks predefined and assigned by your
administrators to help you qualify your leads.
Your administrators can enable automatic assignment for activity plans during the design process and define
routing rules in the Activity Planner work center.
For activity plans that can be automatically assigned, you can trigger routing on demand in a lead to obtain
relevant tasks or surveys. Also, your administrators can use workflow rules to define when the routing rules can be
executed automatically.
For activity plans that cannot be automatically assigned, you can manually add applicable tasks under the
Activities tab and surveys under the Surveys tab in a lead.
Related Information
Use Activity Plans and Routing Rules [page 467]

38 PUBLIC Leads
2.3.3.1 Trigger Routing for Activity Plans on Demand
You can assign applicable activity plans to leads using routing rules defined by your administrators.
Prerequisites
Your administrators have defined activity plans and routing rules in the activity planner work center.
Note
Context
Your administrators can define when applicable activity plans can be automatically assigned to leads using
workflow rules. As users, you also can follow the steps below to manually trigger the routing.
Procedure
1. Select one lead and go to its detail view.

2. Click Actions from bottom right, and select Refresh from Activity Plan.
Your applicable tasks and surveys will appear under the Activities and Surveys tabs as a result of rules.
2.3.3.2 Configure Automatic Routing Triggers for Activity

Plans
Administrators can use workflow rules to define when applicable activity plans can be automatically assigned to
leads.
Prerequisites
As administrators, you should have defined activity plans and routing rules in the activity planner work center.
Note

Leads PUBLIC 39
Context
By using workflow rules, applicable activity plans can be assigned on creating or saving a lead, or on a customized
schedule.
Procedure

This selection decides when your rule, in this case Refresh from Activity Plan, will be triggered.
5. (Optional) Define conditions which you can also configure in the Routing Rules section in the activity planner
work center.
6. For Rule Type, choose Action and select Refresh from Activity Plan.
2.3.4 Associate Leads with Registered Products
You can create leads with references to previously sold products or services. Those references can help qualify
leads in senarios such as cross, up, and down selling, and offering renewal services.
Once your administrators have enabled the feature, you can add registered products to your leads, create leads
from registered products, and report on leads with references to registered products.
2.3.4.1 Add Registered Products to Leads
You can link one or multiple registered products to your leads.
● During lead creation, you can select Serial ID, Associated Product (Reg. Product), Installation Point, and
Installed Base to include a registered product, and it automatically becomes the primary registered product
for that lead.
Note
The registered product fields are only available when you create a lead using an existing account.
● In the detail view of a lead with an existing account, you can go to the Registered Products tab to add more
registered products.
● Registered products can also be connected to a lead using web services such as A2X and OData, or via data
upload using Data Workbench.

40 PUBLIC Leads
If the fields are not visible, you can use Personalization or ask your administrators to Adapt the layout.
When you convert a lead to an opportunity, the registered product information will be carried over.
2.3.4.2 Created Leads from Registered Products
You can create a lead from a registered product to increase your wallet share from an existing product.
You can also go to the detail view of a registered products by clicking its ID or Serial ID, and create a new lead under
the Leads tab. When the lead quick create screen opens, the related fields will be automatically populated with
values of that registered product.
2.3.4.3 Report on Leads with References to Registered

Products
You can use the data sources below to create your reports regarding registered products, as well as installation
points and installed bases.
Data Source Description
CODMKLEAREGPRDU Contains all the registered products of leads. It allows you to

analyze related registered products of leads.
CODMKLEAREGPRDGENU Contains all the installed objects of leads. It allows you to ana
lyze installed objects of leads.
2.3.4.4 Configure Association of Registered Products in

Leads
Administrators can enable users to create leads with references to previously sold products through configuration.
2.3.5 Score Leads
Lead scoring is a method used to rank your leads and help you identify most valuable prospects.
The solution offers you multiple lead scoring tools.
● Survey scores

Leads PUBLIC 41
Your administrators can assign you with surveys such as a screening checklist or a qualification questionnaire
to help you better understand your leads. The survey results are measured as scores, based on which you can
prioritize your prospects.
● Engagement scores
Your administrators can assign point values to different actions that are triggered during a marketing
campaign. The point total is described as an engagement score, based on which you can get a better idea of
how engaging and qualified your lead is.
● Lead scores
Lead scoring uses a machine learning model that is trained on your historical sales data to find patterns and
key contributors that predict the likelihood of conversion.
● Deal Finder
The deal finder offers a predictively scored and ranked list of incoming leads based on their likelihood of
conversion, which helps you decide the order in which to enagage your prospects.
Related Information
Score Multiple Choice Surveys [page 254]

Work with Deal Finder [page 42]
2.3.6 Work with Deal Finder

The deal finder offers a predictively scored, ranked list of incoming leads based on their likelihood of conversion,
which helps you decide the order in which to enagage your prospects.
In the deal finder, depending on how your administrators have configured it, you can see queries with different
topics of interest. For example, your administrators may have identified hot leads, or leads that have existing
accounts, for you to review.
Leads in the deal finder are sorted according to their predictive scores. For leads that are qualified to be converted,
you can drag and drop them directly to the opportunities column for conversion.

42 PUBLIC Leads
2.3.6.1 Configure Deal Finder
Admnistrators can enable and configure deal finder to help users identify most promising leads.
Deal finder integrates with SAP InfiniteInsight which scores and prioritizes leads through predictive analytics. As a
part of the deal finder configuration, administrators must also set up communication with SAP InfiniteInsight.
Prerequisites
Your system must be provisioned to support deal finder.
Intended deal finder users must have access to the leads work center view.
Note
We recommend that you configure deal finder in the HTML5 client for more comprehensive functionalities.
Enable Deal Finder in Scoping
Lead Management Leads to enable integration with SAP InfiniteInsight.
Add the Deal Finder Tile to the Home Page
Administrators must add the deal finder tile to the home page to allow users with appropriate roles to access deal
finder.
1. Open the home page.
2. Click and choose Adapt.

3. Select the business role with which users will work with the deal finder.
4. Click and choose Edit.

5. Navigate to the Scorecards section.
6. Find the Deal Finder scorecard, and add it to the role.
7. Decide whether you want to make deal finder visible for all users with that business role.
8. Click Publish to save your changes for that business role.

Leads PUBLIC 43
Save Queries
Administrators must add at least one query with topics as the search parameter for users to see topics in deal
finder.
1. Go to Sales Leads or Sales Campaign Leads .

2. From the top right, click Adapt and choose Edit Master Layout.
3. Click to show the advanced filter.

4. Apply filters to refine your query result. For example, you can set Qualification Level as Hot and get a list of high
qualified leads for users to review in deal finder.
5. Save and apply the query. The name you enter will be the name of the topic in deal finder.
6. Click Adapt and choose End Layout Changes.
Set Up a Communication System
Administrators must set up a communication system for SAP InfiniteInsight. A communication system represents
an external system that is used for application integration.
1. Go to Administrator General Settings Integration Communication Systems .

2. Create a new communication system.
3. Fill in information including ID and host name, and select Internet for the system access type.
4. Add a system instance ID. We recommend using the following ID: INFINITEINSIGHT.
5. Save your new communication system.
6. Click Actions and choose Set to Active.
Set Up a Communication Arrangement
Administrators must set up a communication arrangement to allow data exchange between SAP InfiniteInsight
and the solution.
1. Go to Administrator General Settings Integration Communication Arrangements .

2. Create a new communication arrangement.
3. Select the communication scenario Deal Finder - Lead Scoring and click Next.
4. Select the system instance ID that you created when you set up the communication system. We recommend
using the following ID: INFINITEINSIGHT.

44 PUBLIC Leads
5. Under the Define Technical Data tab, do the following:
Feature/Application Application Protocol Authentication Method
Lead scoring/SAP InfiniteInsight Web Service User ID and Password
6. The user ID will be used to authenticate the service in SAP InfiniteInsight.

7. Click Edit Credentials and enter a password. The password will be used to authenticate the service in SAP
InfiniteInsight.
8. Click Finish to save and activate the communication arrangement.
Access and Configure SAP InfiniteInsight
The solution with provisioning for deal finder includes access to SAP InfiniteInsight.
Upon configuring SAP InfiniteInsight, administrators can update lead scoring formula regularly.
1. Access SAP InfiniteInsight at https://c4c-dealfinder-infiniteinsight-backend.itc.sap.com .

2. Select the SAP logo.
3. Log on with the user ID and password of your SAP ID Service account to associate an SAP InfiniteInsight
account with your SAP Hybris Cloud for Customer solution.
4. For the SAP WSDL user and SAP WSDL password, enter the user ID and password that you specified when you
set up the communication arrangement.
5. For the SAP tenant, paste the sample URL of your productive tenant, as indicated below:
myNNNNNN.crm.ondemand.com
Note
Do not enter https:// before this sample URL.
As only one tenant can be specified per SAP InfiniteInsight account, we recommend that you enter the URL
of your productive tenant. If you want to specify a separate tenant such as a test system, you should log on
with a separate SAP ID Service account for that tenant.
6. Modify the sample URL by replacing NNNNNN with the numbers that are associated with the URL of your
specific tenant.
7. Save your account information.
8. Click Update lead scoring formula.
The action triggers a call to SAP Hybris Cloud for Customer to read lead data and generate an updated scoring
formula in SAP InfiniteInsight based upon past sales activities. The updated formula will be sent back to SAP
Hybris Cloud for Customer for users to see newer predictive data in deal finder.

Leads PUBLIC 45
2.3.7 Integrate with LinkedIn's Sales Navigator
With Sales Navigator enabled by your administrators, you can look up LinkedIn information about accounts or
contacts in leads, and nurture your prospects through networking.
Sales Navigator iframes are embedded in the Overview and Contacts tabs in your leads. In the overview tab, Sales
Navigator gives you information about the company. When a contact is selected, Sales Navigator shows you a
profile about the person. You may see your contacts' recent activities and find a topic of interest to help you start a
conversation with your prospects. Or, you may find someone you know to introduce you directly to your potential
customers.
Sales Navigator uses basic information such as first name, last name, email address, job title, and company name
to find the correct company or person on LinkedIn. In case the result is not the one that you are looking for, you
can further perform a search to find a match. For your contacts, the Save as Lead option in the iframe allows you to
save the person as a lead in LinkedIn's Sales Navigator. Such leads are not recorded in SAP Hybris Cloud for
Customer.
To use this feature, you must allow browser cookies from LinkedIn.
● In Google Chrome, go to Settings Advanced Privacy and security Content settings Cookies Allow
and add [*.]linkedin.com.
● In Internet Explorer, go to Internet Options Security Trusted sites Sites and add http://
linkedin.com.
Note
You will have a Sales Navigator account to use this feature. However, if you have previously signed in to LinkedIn
with a different account on your computer, you may be automatically signed in with that account. To re-login
with the standard account, you need to first clear your previous browsing cookies.

46 PUBLIC Leads
2.3.7.1 Configure LinkedIn's Sales Navigator
contact.
Note
2.4 Convert Leads
Lead conversion happens when a lead has been qualified and you believe your prospect has an interest in doing
business with you.
Note
As a prerequisite, your leads must be Consistent before being converted. To resolve any lead inconsistency, you
can Check Consistency for each lead to view relevant warning messages and fix the errors accordingly.
To convert a lead, go to the detail view of that lead and make a selection from the Actions menu at the bottom
right. You can have a list of conversion options for each lead, depending on what status your lead resides in and
how your administrators have configured available conversion actions for each status.
● Convert to Opportunity
You can convert a lead to an opportunity when you have verified that the prospect has a good chance of
becoming a customer. One lead can be converted to multiple opportunities, depending on how your
administrators have configured the conversion limit.
● Convert to Account and Contact
You can convert a lead to an account and contact, which means the lead can potentially be a customer yet has
not been qualified to the level of an opportunity. One lead can be converted to only one account and contact,
and cannot be further converted to an opportunity. When your sales process is ready to start, you can create a
new opportunity using the corresponding account and contact. The same logic applies when you convert a
lead to an individual customer.
Once converted, the lead remains in the system as a record and cannot be deleted. The lead status will change to
Converted, which indicates the lead has reached its end of lifecycle and no more modifications will be allowed to
the lead record. You can further process any follow-up items that arise from the lead, and changes will not reflect in
the lead record.
● Associate Account and Contact

Association in the context of conversion allows you to convert the lead without changing the lead status.You
can keep working in the lead. Any further changes done in the lead will not affect the account and contact. The
same logic applies when you associate a lead with an individual customer.

Leads PUBLIC 47
2.4.1 Create Follow-Up Items
You can create a sales quote or a sales order right from a lead with an existing account.
In a lead, go to the Sales Quotes or Sales Orders tab to add a new follow-up document, and relevant lead
information will be copied over.
2.4.2 Configure Conversion Limit
Administrators can specify how many times a lead can be converted into an opportunity.
Maintain Conversion Limit to specify the number of times.
2.4.3 Configure Sales Area Data for Lead Conversion
Administrators can set up the solution to keep sales area data when a lead is converted to an account, or an
account and contact. Sales area data include sales organization, sales group, sales office, distribution channel, and
division.
2.5 Leads Offline
In your solution, the following items can be used offline.
Offline Scope
Tab Section Field Create Screen Detailed View
Create Default Display Edit (directly/

via actions/via
navigation)
Overview Header Lead ID Y N Y N

General
External ID N N N N
Name Y N Y Y
Account Y N Y Y

48 PUBLIC Leads

via actions/via
navigation)
Company Y N Y Y
Contact Y N Y Y
Contact First Y N Y Y
Name
Contact Mid Y N Y Y
dle Name
Contact Last Y N Y Y
Name
First Name Y N Y Y
of Indiv. Cus
tomer
Middle Name Y N Y Y
of Indiv. Cus
tomer
Last Name of Y N Y Y
Indiv. Cus
tomer
Qualification Y N Y Y
Level
Status Y Y Y Y
Consistency N N Y N
Status
Source Y N Y Y
Priority Y Y Y Y
Start Date Y Y Y Y
End Date Y Y Y Y
Category Y N Y Y
Owner Y Y Y Y

Leads PUBLIC 49

via actions/via
navigation)
Owner(Sales Y N Y Y
)
Marketing Y N Y Y
Unit
Sales Unit Y Y Y Y
Sales Organi Y Y Y Y
zation
Distribution Y Y Y Y
Channel
Division Y Y Y Y
Survey Score N N Y N
Created On N N Y N
Created By N N Y N
Changed On N N Y N
Changed By N N Y N
Notes Y N Y Y
Sales Terri Y N Y Y
tory ID
Sales Terri Y N Y N
tory Name
Header Additional Y N Y Y
Account Name
Informa
tion Additional Y N Y Y
Name 2
Additional Y N Y Y
Name 3
External Sys N N N N
tem

50 PUBLIC Leads

via actions/via
navigation)
External ID N N Y N
House Num Y N Y Y
ber
Address Line Y N Y Y
1
2
Street Y N Y Y
4
5
City Y N Y Y
Country Y N Y Y
State Y N Y Y
P.O.Box Y N Y Y
Postal Code Y N Y Y
County Y N Y Y
Phone Y N Y Y
Fax Y N Y Y
Mobile Y N Y Y
E-Mail Y N Y Y
Web Site Y N Y Y
Latitude Y N Y Y
Longtitude Y N Y Y
Legal Form Y N Y Y

Leads PUBLIC 51

via actions/via
navigation)
ABC Classifi- Y N Y Y
cation
Industry Y N Y Y
D-U-N-S Y N Y Y
Contact Per Y N Y Y
mission
Language Y N Y Y
Note Y N Y Y
Header Title Y N Y Y
Contact
Informa Job Title Y N Y Y
tion
Academic Ti Y N Y Y
tle
Additional Y N Y Y
Academic Ti
tle
Nickname Y N Y Y
tem
External ID N N N N
Language Y N Y Y
Gender Y N Y Y
Maritcal Sta Y N Y Y
tus
Function Y N Y Y
Department Y N Y Y
Department Y N Y Y
from Busi
ness Card

52 PUBLIC Leads

via actions/via
navigation)
VIP Contact Y N Y Y
Contact Per Y N Y Y
mission
Engagement Y N Y Y
Score
Building Y N Y Y
Floor Y N Y Y
Room Y N Y Y
Phone Y N Y Y
Fax Y N Y Y
Mobile Y N Y Y
E-Mail Y N Y Y
House Num N N Y N
ber
Street N N Y N
City N N Y N
Country N N Y N
State N N Y N
Postal Code N N Y N
Note Y N Y Y
Header In ABC Classifi- Y N Y Y

dividual cation
Customer
Info. Gender Y N Y Y
Maritcal Sta Y N Y Y
tus
E-Mail Y N Y Y

Leads PUBLIC 53

via actions/via
navigation)
Phone Y N Y Y
Fax Y N Y Y
Mobile Y N Y Y
House Num Y N Y Y
ber
Street Y N Y Y
City Y N Y Y
Country Y N Y Y
State Y N Y Y
Postal Code Y N Y Y
Nationality Y N Y Y
Date of Birth Y N Y Y
Customer ID N N Y N
tem
External ID N N N N
Title Y N Y Y
Academic Ti Y N Y Y
tle
Profession Y N Y Y
Contact Per Y N Y Y
mission
Language Y N Y Y
Initials Y N Y Y
Best Y N Y Y
Reached By

54 PUBLIC Leads

via actions/via
navigation)
Prefix Y N Y Y
Products Product N N Y N
Description N N Y N
Category N Y Y N
Quantity N N Y N
Products Products Y Y
Y N
Y Y
Y N
Y Y
Y N
Y Y
N N
N N
Activities Appoint Y N
ments
Y N
Y N
Y N
Y N
Y N
Y N
Email Y N
Y N
Y N

Leads PUBLIC 55

via actions/via
navigation)
Y N
Tasks Y N
Y N
Y N
Y N
Y N
Y N
Phone Y N
Calls
Y N
Y N
Y N
Sales & Mar Sales & Y Y

keting Team Marketing
Team Y N
Y N
Y N
Y Y
Contacts Contacts Y N
Y N
Y N
Y N
Y N
Y N
Y N
Y Y

56 PUBLIC Leads

via actions/via
navigation)
Involved Par Involved Y N

ties Parties
Y N
Y N
Y N
Y Y
Y N
Attachments Attach Y N
ments
Y N
Y N
Y N
Sales Quote Sales Y N

Quote
Y N
Y N
Y N
Y N
Y N
Y N
Y N
Y N
Y N
Y N
Tickets Tickets Y N
Y N
Y N

Leads PUBLIC 57

via actions/via
navigation)
Y N
Y N
Y N
Y N
Y N
Surveys Surveys Y Y
Y Y
Y Y
Offline Actions
Object Global / Tab Actions Offline Availability
Leads Global Convert to Only available when you con

vert a lead to an opportunity
and that lead must have an
existing account
Associate to N
Copy N
Check Consistency N
Products Add Y
Delete Y
Activities New Y
Sales & Marketing Team Add Y
Delete Y
Involved Party Add Y
Delete Y
Contact ( only when Lead us Add Y

ing existing account)

58 PUBLIC Leads
Delete Y
Sales Quote New Y
Ticket New N
Attachments Add Y
2.6 Leads FAQ
This section answers commonly asked questions about leads.
2.6.1 How do I convert a lead without changing its status?
Associate Account and Contact allows you to convert the lead without changing its status so you can continue
working in the original lead.
When you convert a lead, the lead status will change to Converted, which indicates the lead has reached its end of
lifecycle and no more modifications will be allowed to the lead record. If you want to keep working in the original
lead, you can use Associate Account and Contact instead of Convert to Account and Contact so the lead status
remains. Any further changes done in the lead will not affect the account and contact.
The same logic applies when you Associate Individual Customer.
2.6.2 How do I obtain tasks or surveys assigned to my leads?
You can use the Refresh from Activity Plan action in a lead to obtain tasks or surveys that are predefined by your
administrators and assigned to your leads.
Although your administrators may have configured workflow rules to assign activity plans automatically, such
assignments only take place upon specific triggers. As users, you can also trigger routing for activity plans on
demand to acquire relevant tasks or surverys right away.
Related Information
Trigger Routing for Activity Plans on Demand [page 39]

Leads PUBLIC 59
2.6.3 Why can't I take notes in leads in the offline mode?
The Notes field is currently unavailable when note history is enabled online.
2.6.4 Why is a lead assigned to a different owner than I

expected?
As administrators, you need to make sure lead routing rules are defined as clearly as possible. Please remember
that the system executes the rules from top to bottom. The lead will be assigned once it matches a rule, and the
system will not continue reading subsequent rules.
Related Information
Configure Lead Routing Rules [page 33]
2.6.5 Why is owner not copied over when a lead is converted to

an account?
We do not presume that the lead owner will be the the same as the account owner, so the solution does not take
the owner information from a lead to an account.
Context
As a workaround, administrators can use workflow rules to automatically assign the owner when the user converts
the lead and saves the account.
Procedure

3. For Business Object, choose Account.
4. For the Timing type, choose On Every Save.
5. You can skip the Define Conditions section.
6. For Rule Type, choose Action and select Assign Me as Owner.

60 PUBLIC Leads
2.6.6 How do I delete a custom status in leads?
As administrators, you can delete a custom status as long as it is not in use.
You can perform a search in leads based on the custom status to see if there is any data consuming the status.

Leads PUBLIC 61
3 Sales Quotes
Sales quote processing is used when offering products to customers and prospects in accordance with specific
terms with fixed conditions.
Sales quotes are presented to existing customers, prospects, or potential buyers to have the chance to review the
costs of products or services your company offers.
Quotes can be created directly from an opportunity and include the products from that opportunity. With SAP
Hybris Cloud for Customer, your company sales professionals can create and maintain quotes using a desktop or a
tablet device, either online or offline.
Your administrator creates and then activate product lists to be used in your quotes. With product lists, you can
combine a set of products associated with accounts. When you create a sales quote for accounts that has
associated product lists, the product list appears in the form.
You can quickly create a quote, copy one, or modify an existing quote. You add or update items (products and or
services) that reside in your company database. You can also add and view more details such as external
references, notes, and involved parties. A company administrator configures and modifies the fine-tuning activity

62 PUBLIC Sales Quotes
for sales quotes to meet the needs of your company. This solution set-up offers you, the sales representative, more
possibilities to work with quotes to meet your needs.
With the solution, you can collaborate with your sales team or other colleagues and set-up approval workflows
before presenting quotes to customers or prospects. Elements that affect quotes such as party processing,
document types, integration, and follow-up documents, are configured by your administrator to enhance the sales
quotation process.
Example
A sales representative creates a sales quote from an opportunity. Involved parties, products, as well as related
quantities are copied to the sales quote.
The Administrator has set-up the solution, which uses details such as accounts, products, and date to calculate
net value. The sales representative can overwrite the automatically determined prices and discounts or add
further discounts and surcharges. Depending on the system configuration, the sales quote may require
approval, when thresholds such as total net value or total given discounts are exceeded.
The sales representative sends the sales quote to the customer according to the output settings. If the
customer accepts the sales quote, it can be set to Won and the status changes to Completed. With an external
integration, such as SAP ERP, you can also transfer the sales quote into a sales order in the external system.
3.1 Scope and Configure Sales Quotes

Administrators can configure sales quotes using scoping, scoping questions, and fine-tuning activities.
Recommendation
We recommend that you review all the scoping questions in the areas that are relevant and that you have
included in your scope. When you select a question, more information appears on the tabs in the details section
of the screen.
Scoping questions and fine-tuning activities that are straightforward may not be included in this list.
Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope
Implementation Focus Scoping Sales Product and Service Portfolio for Sales Sell Standard Products .
Implementation Focus Scoping Sales New Business Sales Quotes .
3.1.1 Enable Sales Quotes

To use sales quotes, administrators must add the ability to sell standard products, and activate sales quotes to the
scope of the project.
Sales quotes enable you to sell products and services to prospective customers interested in your them. You can
offer prospects a quote with product details, including prices and discounts.

Sales Quotes PUBLIC 63
Recommendation
When you log on as an administrator, you can find the scoping questions under Business Configuration
Implementation Projects Your Project Edit Project Scope Implementation Focus Questions Sales
Product and Service Portfolio for Sales Sell Standard Products Business Option: Sell from Stock . Review
and place a checkmark under You will be able to sell products.
3.1.2 Define Item Types
Administrators can explore and learn how to define item types.
Item types determine how an item category behaves in a sales document. Item item types are not necessary, but
are relevant if you replicate quotes with an on premise system and administrators should remember to configure
document types.
You can define alternative item types for the item types delivered in the standard solution. These alternative item
types are then displayed for the corresponding items under the Products tab for sales orders. You can use these
custom item types to process items based on SAP ERP item categories. You can also use item types for, in order
simulations to retrieve external pricing.
Define your own item types to reflect your company practices:
1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Sort by: Activities
Search and type Sales Quotes.
2. Click Sales Quotes Item Types Maintain Item Types .
3. Click Add Row.
4. Enter the desired details and save your entries.
Note
If you want to define an item as a free sample or free good that should not affect pricing, flag it as Not Relevant
for Pricing. When an item that is not relevant for pricing is added to a quote, it does contain a price. However,
you can still add a price for this product manually.
3.1.3 Define Item Type as Not Pricing Relevant
Administrators can define items as a free sample or free good so that pricing is not affected.
You can define item types as not pricing relevant. The activity allows users to only add the item type to the item
without setting the price to zero or a 100% discount. For example, a product is added to quote as a free good or
sample.
1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Activities

2. Click Sales Quotes Maintain Item Types .

3. Click Add Row or select existing row.
4. Place a checkmark in the Not Pricing Relevant box.
Note
This Not Pricing Relevant item type is available in external pricing and offline pricing sales orders. You can still
add a price for this product manually.
3.1.4 Define Item Increment per Document Type
Administrators need to define item increment numbers, which allow you to control Item Increment and Sub Item
Increment ranges.

2. Click Sales Quotes Maintain Document Types .
3. Click Add Row or select an existing row.
4. Enter or modify the desired Item Increments.
Note
Increment configuration eliminates limitations for bill of materials (BOM) explosion when there are many
Sub Items in external pricing.
3.1.5 Configure Follow-up Item Type Determination
Administrators can set up your solution to determine the item type for follow-up documents. The follow-up sales
quote to sales order process allows you to copy item types that are used for SAP ERP and CRM processing.

2. Choose Maintain Follow-Up Item Determination.
3. Choose Add Row.
Note
Users can use adaptation or personalization to add the item type to the sales quote product table.
Note
You can also use code list restrictions to filter item types based on a document type.

3.1.6 Configure Code List Restrictions
Administrators need to configure code list restrictions to restrict the display of certain code values for a specific
set of users in quote and order documents.
1. Go to Administrator General Settings Code List Restrictions .

2. Click New.
3. Select the desired BO field, such as Party Roles, Payment Terms, or Reason for Rejections.
4. Maintain the restrictions and save your changes.
3.1.7 Configure Number Ranges
Administrator need to configure number ranges to define the range of numbers assigned to sales quotes.

Search and type Number Ranges.
2. Click Maintain Number Range.
3. On the following screen, review the default begin and end number that applies to sales quotes in the solution.
4. If you wish to define a different number range, choose Change Current Number.
5. On the following screen, enter the new current number, then click Save and Close.
6. Click Save and Close again.
3.1.8 Create Document Types
Administrators can create and maintain document types. They can be used in the system and within reports to
filter documents.
Procedure
1. Navigate to Business Configuration Overview Activities Search and type Maintain Document Types.
2. Click Add Row and enter the required document type code and a description.
Decide whether you want to enable your document type for Direct Customer Acceptance. This means that a
quote does not need printouts or a confirmation because the customer has already accepted the quote
directly during the sales rep visit.
Depending of your scope decide whether you want to enable the document type for External Pricing. This
means that the prices are calculated in an external system and are shown then in the quote.
3. If you want to define custom number increments for items or subitems, enter the increments you want to use.

Note
Increment configuration allows you to explode a bill of material (BOM) explosion with lots of subitems via
external pricing.

Deleting Document Types
Note
You can only delete document types that have not been used in the system. Select the entry you want to
delete and click Delete.
3.1.9 Configure Payment Terms and Incoterms
As an administrator, you can configure payment terms and Incoterms (International Commercial Terms) to define
when an invoice must be paid as well as the charges you company or the buyer pays.
Locate the fine-tuning activity by navigating to Business Configuration Overview Search Accounts and
click Maintain Payment Terms.
1. Click Add Row.

2. Enter the desired details
Note
Payment terms are defaulted from the sales data of the account to the sales quote.
3.1.10 Configure Copy of Quote Pricing Date and Incoterms
If a sales quote is copied, administrators can configure the copying of the Pricing Date and Incoterms.
Procedure
1. To activate this action, navigate to Fine-Tune.
2. Select Sales Quote Document Types.

3. Select the desired Pricing Date configuration details.

Related Information
Configure Pricing Date [page 125]
3.1.11 Configure Incoterms
Administrators need to configure incoterms.
1. Go to Business Configuration Overview Activities Search and type Incoterms.

2. Click Add Row.
3. Enter an Incoterm ID and description.
4. Set the Location Mandatory flag accordingly.
3.1.12 Configure External Pricing Call
Administrators can learn about external pricing call configuration to retrieve the complete pricing result from SAP
on premise systems to your cloud solution.
If external pricing is selected, a synchronous call is required to retrieve the complete pricing result from the SAP on
premise system to your cloud solution. Replicated sales documents also require a synchronous pricing update
once the sales document is updated during save.
If the document was previously replicate, with this configuration, you can disable the synchronous pricing call to
the system,. In addition, you can disable the synchronous call completely, which is also valid for quotes created in
your cloud solution. For both configuration options, the pricing status is calculated successfully through the
asynchronous call from the external system. The user can still trigger pricing synchronously by clicking the
asynchronous call action.
To configure external pricing call, go to fine-tuning activity Sales Quotes Document Types .
Asynchronous pricing does not expose Credit Limit, Credit Exposure Amount, or Credit Exceeding Amount. If
pricing simulation was triggered in the system once for that corresponding pricing procedure, you can add
conditions on header and item level. Pricing elements exposed to the item and header are also supported for
asynchronous pricing.
3.1.13 Configure Canceled Items in Total Value Calculation
For internal pricing, administrators can configure a reason for rejection to keep the total value in quotes and
orders, including quotes that are completely or partially lost.
To configure the canceled items in total calculation, go to Business Configuration Implementation Projects
Your Implementation Project Open Activity List Fine-Tune Reason for Rejection and choose the desired
Available Reasons for Rejection that should not reduce the Total calculation.

Note
Canceled items are not displayed in the output message.
3.1.14 Configure Default Pricing Date
As an administrator, learn how to configure the default pricing date.
Define default logic for the Pricing Date.
● (Today's Date)
● Requested Date (Header)
Configure the pricing date defaults by navigating to the fine-tuning activity Sales Quote Document Types .
Highlight the desired document type and select the desired logic type from the pricing date dropdown field.
3.1.15 Configure Default Requested Date
As an administrator, learn how to configure the default requested date.
Define the sales quote default requested date, which is available in the header area.
Configure quote validity and requested dates by navigating to the fine-tuning activity Date Profiles Date
Variable for Sales Sales Quotes .
Note
The requested date on header is copied to requested date on items. Manually changed dates on items are not
overwritten by the header date.
3.1.16 Configure Inbound Quote Replication
Administrators can explore how to configure inbound quote replication to take place only from inbound SAP on
premise systems.
Remember
Quote edits completed in your cloud solution are not replicated to your SAP on premise system. If further
replications are triggered from your SAP on premise system, edits are overwritten.
To configure inbound quote replication, go to fine-tuning activity Sales Quotes Document Types .

Note
We recommend that you control editable fields and actions from the page layout, and only open extension fields
that do not require replication.
3.1.17 Configure Access Control for Sales Quotes
Administrators can learn how to configure user access to sales quotes.
Administrators restrict read and write access to sales quotes by navigating to Business Roles Access
Restrictions Access Context 1015 .
Tip
Select a Restriction Rule to view a brief summary of the rule.
3.1.18 Configure Workflow Rules
As an administrator, learn about configuring workflow rules triggers automatic e-mail messages, notifications, field
updates, and actions for sales quotes and other business objects.
Workflow rules are used to update fields in sales quotes. Administrator can define work flow rules for various types
of items:
● Accounts
● Contacts
● Individual customers
● Opportunities
● Tickets
● Contracts
● Sales Quotes
● Visits
Access the workflow rules worklist by navigating to Administration Business Operations Workflow
Workflow Rules .
You can also configure workflow rule recipient determination. This configuration allows users to select account
team and territory team notifications for sales quotes. Access the rule by navigating to Administrator
Workflow Rules . Define a new rule, under Recipient Determination, add a determination for Account Team and or
Territory Team.

3.1.19 Configure Approvals
Administrators can explore how to incorporate conditions into the sales quote approval process, such as limits to
the amount an approver is allowed to approve.
Activate the sales quote approval process by navigating to Business Configuration Implementation Projects
Your Project Edit Project Scope Sales New Business .
Once you scope sales quote, then you detail the approval process. For this step, you define the approval conditions
and an approver before the approval process is ready to use. Navigate to Administrator Approval Processes .
Note
At least one approval process must be active. To define an approval process, copy the default approval process
and adapt the approval validity, ensuring one process has an unlimited validity.
3.1.20 Configure Block Assignment
Administrators can set up block reasons for document types. The block assignments allow you to stop the creation
of sales quotes, sales orders, or other transactions for certain accounts considering their sales area.
Procedure
Accounts .
2. Select Sales Document Order Block.
3. Add a row for each order block reason you want to use to block sales documents and select from the list of
document types.
4. Define the following:
○ Order Block Reason - Reasons that you would like to use to block sales order creation for accounts
Note
The blocking reasons that you maintain here are mapped to the blocking reasons configured in an ERP
system.
○ Document Type - Assign a document type to the order block reasons to enable blocking sales order
creation for accounts.
5. Assign the blocks to accounts and block them in the header section of accounts.

3.1.21 Configure Re-submit for Quote Approvals
Administrators can learn how to configure resubmit for sales quotes. Once quotes have been approved, the
business option allows your company to control the approval status and or the output status.
If you do not select the business option, each change in the quote (aside from adding attachments) changes the
approval status to Not Started. Also, to further process the quote, users must submit it again for an approval and
output.
Note
If a quote with bi-directional replication to SAP on Premise system exists, a reset of the approval status is not
possible.
When you select this option, the automatic reset of these statuses from most modifications is deactivated.
Instead, the reset can be configured based on conditions in the workflow rules. The reset is achieved from one of
the following actions:
● Reset Submit (for approval and output statuses).

● Reset Output Status (for only the output status).
Configure Re-submit for Quote Approvals by navigation to Business Configuration Scoping Element: Sales
New Business Sales Quotes Do you want to control the reset of the approval status and output status via
workflow rules?
Continue the setup by:
1. Defining workflow rules by navigating to Administrator Workflow Rules .

2. Defining conditions that should trigger additional approvals in the workflow rule and select the desired action
users can choose from:
○ Reset Submit - The action resets the approval status to Not started, including the output status. To further
process the quote, users click Actions Reset Submit .
○ Reset Output Status - The action resets the output status (confirmation issue status). The approval status
remains as Approved or Approval Not Necessary.
Note
The Submit action generates a new output document without the need for an additional approval
process.
3.1.22 Configure Sales Quote Approver Determination
As an administrator, learn how to edit the sales quote approval process.
Administrators can perform advanced quote approval process modifications. You can edit or add steps, change
the order of existing approval steps, and define approver conditions. Navigate to Administrator Approval
Processes: Sales Quote Work Distribution Customer Defined Involved Party or Customer Defined Territory
Owner.

Follow the steps to finalize the advanced sales quote approver determination:
1. Navigate to the fine-tuning activity Party Role Definition. Create a new party role and assign party category
Approver.
2. Navigate to the fine-tuning activity Involved Parties for Sales Quotes. Add the role to the sales quotes involved
parties.
Note
You can also define determination for the standard party role Approver.
3. Add a new determination step User Rules for <z-party> for the newly created party.
4. Continue by navigation to Administrator Sales and Marketing Settings Define Rules for Sales Quote
Parties .
5. Finally, navigate to Administrator Approval Processes to add the work distribution Customer Defined
Involved Party to the sales quote approval process.
Related Information
Configure Workflow Rules [page 70]
3.1.23 Configure Rule to Revoke Quotes with In Approval

Status
If for example, a custom defined time period is exceeded, administrators can create a rule to revoke sales quotes
with status In Approval to Not Started.
Administrators can create a rule by defining the Rule Type action Reset Submit.
Remember
As of the February 2018 release, only approval status Approval Not Necessary and Approved are supported for
revocation.
3.1.24 Block External Follow-up Documents for Prospects
As an administrator, learn how to disable external follow-up documents for prospects.
To block external follow-up documents for prospects, disable the action Create External Follow-up Document in
SAP ERP. This action means prospects won't receive follow-up documents.

SAP ERP Do you want to block prospects created in your cloud solution from being replicated to your SAP ERP
solution?
3.1.25 Enable Display Determination Method for Involved

Parties
Administrators can learn how to analyze sales quote party determination or re-determination.
This enablement makes party and re-determination more transparent for administrators.
Navigate to the personalize or adapt mode. From the Involved Parties tab of sales quotes, add the Determination
Method field.
Note
If the determination is copied or created as follow-up once accounts are changed, you manually enter the party
role Account.
3.1.26 Modify Error Message Severity
Administrators can change the minimum order quantity error message to a warning message. Additional
messages that be can be changed, for example, messages for matching sales unit with sales organizations.
This action is useful when SAP ERP customizing is less restrictive and your default minimum order quantity is a
recommended level.
Restriction
This feature is currently not available for offline processing.
1. Navigate to Fine-Tune Sales Quotes .

2. Select Message Severity Configuration.
3. Select the desired severity.
3.1.27 Enable Sales Quote Signatures
Administrators can capture and attach graphical signatures to sales quotes.
Navigate to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Sales New Business Group: Graphical Signatures for Sales Quotes Do you want to capture and attach a
graphical signature to the Sales Quote (Valid for touch enabled devices only)?

Note
Graphical signatures are only valid on touch enables devices.
You can capture signatures from your customers or prospects as confirmation of a sales quote under Actions
Sign . In the Add Signature dialog, add a signature in the box.
Once you add a signature, it is available as an attachment in the sales quote. After you saved a signature, the Sign
option under Actions is disabled.
3.1.28 Enable Formatted Text
Administrators can enable the use of formatted texts for notes in sales quotes.
Configure the use of external and internal notes by navigating to Business Configuration Scoping Element:
Sales New Business Questions Sales Quotes: Do you want use formatted texts for Sales Quotes?
Once the scoping is complete, users can enter and edit standard notes on header and item (Internal and External
Note).
If you're using the sales quote form template Sales Quote Demo, then the formatted texts are included when
printing.
Note
To enable formatted texts in other quote form templates, switch the data type from plain text to rich text in
Adobe® Livecycle Designer.
3.1.29 Configure Output Form
As an administrator, explore how to use the integrated Adobe® LiveCycle® Designer to make advanced changes to
sales quote form templates.
Procedure
1. Go to Administrator Business Flexibility and choose Form Template Maintenance.
Note
Adapt general changes on the output form from the master template in Master Template Maintenance.
2. Select the form template variant you want to edit and choose Open Adobe LiveCycle Designer .
3. Make your changes.

4. Preview your changes using historical data or sample data.
5. Click Save.
6. Click Publish to finalize your entries.
3.1.30 Configure Attachment of Product Images to Sales Quote

Output Forms
Administrators can scope output forms so users can add images to sales quote output forms.
Sales New Business Communication for New Business Questions Sales Quote Forms Do you want to add
product images to the Sales Quote form template?
Note
When users add product images to form output messages, system performance is influenced.
3.1.31 Configure Sales Quote Output and Channel

Determination
As administrator, learn about default sales quote form templates or output channels by sales organizations.
Adapt the columns to make a new selection of attributes visible in this table. Navigate out of the screen and return
to it to see the changes.
3.1.32 Configure Bi-directional Exchange with SAP ERP
Administrators can replicate sales quotes bi-directionally with SAP ERP.
Implementation Focus Questions Communication and Information Exchange Integration with External
Applications and Solutions Integration into Sales, Service, and Marketing Processes Group: Sales Quotes .
Ensure that there is a checkmark for the following questions:
● Do you want to replicate sales quotes from an external application or solution to your cloud solution?
● Do you want to replicate sales quotes from you cloud solution to an external application or solution?
Additionally, complete the fine-tune activity Sales Quotes Document Types .
Add a row and enter the required details, keeping in mind the following important fields:
● Direct Customer Acceptance: When this option is selected, the system transfers sales quotes using the Submit
action from your cloud solution to an SAP ERP system. It also allows users to edit replicated sales quotes
created in your SAP ERP cloud solution.

● Replication: By choosing this option, the sales quote output, document submission is be disabled.
(Configuration is also enabled using the Replication flag).
3.1.33 Use Sales Quote Extensibility
Administrators can extend sales quotes with your own fields for business objects such as items and involved
parties.
Item Level Extension Fields - Administrators can cluster extension fields on product item in an separate section
below the product table. From sales quote business object to Adapt Product Add Section Customer
Extensions .
Involved Party Fields - Administrators can define extension fields for the sales quote Involved Parties tab. These
fields belong to the Quote-Party-MDAV-CODCQTPTYB.
Account Sales Data to Sales Quote Header - Administrators can define the account sales data extension fields
flows to sales quote or sales order header.
3.1.34 Enable Cross, Up, and Down Selling
As an administrator, you can create product lists of the Cross/Up/Down Selling type to enable users to select from
those products in a sales quote.
1. Go to Products Product Lists New .

2. Choose from either the Personalize or the Adapt menu to modify the screen layout.
3. Add the Type field to the New Product List box and save your changes.
4. Create a new product list and select Cross/Up/Down Selling.
5. Go to the Required Products tab and add the reference products.
6. Go to the Proposed Products tab to add products and select their types as either cross, up, or down selling and
save your product list.
Any time a sales quote includes one of the required products from the list, the associated proposed products
are available for cross, up, or down selling, depending on their type in the product list.
○ Cross selling: results in a list of recommended products in the sales quote that the user can add directly to
the quote.
○ Up or down selling: results in an icon in the products list of a sales quote to indicate that the user can
replace the product, to up or down sell, from Actions.
Related Information
Product Lists [page 453]

3.1.35 Configure Reasons for Rejection
Administrators can learn how to configure reasons for rejection. The codes are used in documents such as quotes,
orders, or contracts to define the reasons for rejection.
You define rejection reasons to describe why a document or item has been canceled.

Search and type Reasons for Rejection.
2. Click Add Row.
3. Enter the desired Rejection Reason Code.
Note
When adding your own entries, the data you enter into field Rejection Reason Code must begin with the
letter Z.
4. Enter the desired description.

5. Save your entries and set the desired status.
Users can cancel sales quotes on header and on item level. When canceled on header level, the rejection reason is
copied over to the items.
Note
Sales quotes canceled on header level cancels all of its items.
3.1.36 Configure S/MIME for E-Mail Notifications
Administrators can upload certificates needed for e-mail notifications for all employees.
Context
To enable e-mail notifications, upload the CA certificates in this area for the e-mail address for generic business
task management for all involved employees and managers.
Procedure
1. Choose Administrator Common Tasks Configure S/MIME .

2. On the Incoming E-Mail tab, upload the CA certificates from all involved employees for the generic incoming e-
mail address Business Task Management Email Notifications.
3. On the Outgoing E-Mail tab, install the system CA certificate in the e-mail client of the involved employee as
follows:

a. In the SAP Trust Center Service column, click Link to SAP CA to open the SAP Trust Center Service.
b. On the Root Certificates section of the screen, click SAP Passport CA Certificate. A popup opens.
c. Click Install Certificate... and follow the wizard by clicking Next >.
d. Select Place all certificate in the following store and click Browse....
e. Select Trusted Root Certification Authorities and click OK and then Next >.
Now the CA certificate from the system is installed locally.

4. Now activate the S/MIME on the Activate S/MIME tab select the options for Check Signature of Incoming E-
Mails, Encrypt Outgoing E-Mails (optional), and Signing Outgoing E-Mails.
3.1.37 Configure E-Mail and Fax Settings for E-Mail

Notifications
Administrators need to specifiy the company domain for e-mail notifications.
Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune E-Mail
and Fax Settings
Enter your company domain, such as example.com, as the Allowed Sender E-Mail Domain.
3.1.38 Configure Sales Order Approval Via E-Mail
Administrators can configure sales order approval via e-mail with scoping activities.
Before using approval via e-mail, please check the following:
● E-Mail Notifications: Ensure that the involved employees are business users and have valid e-mail addresses,
and that the CA certificates from the employees are uploaded to the system for outgoing e-mails.
● E-Mail Notifications: Each involved employee must subscribe to the e-mail notifications by opening the
Notifications view and choosing Subscribe to E-Mail.
● E-Mail Notifications: Check that the e-mail clients of the involved employees have enabled the receipt of
encrypted e-mails.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions Built-
in Services and Support System Management Security and check the box for the encryption and signatures
in e-mail question.
Scoping Questions for Enabling Automatic Approval Processes
Business Object Navigation in System Scoping Question
Campaigns Sales Campaign Campaign Do you want to use a multi-

step approval process for
Management Campaign Execution
campaigns?

Opportunities Sales New Business Do you want to use a

multistep approval process
Opportunities
for opportunities?
Do you want the system to

automatically submit an
opportunity for approval?
Note
This question is optional and only rel
evant if you want trigger automati
cally an approval for your opportuni
ties if the entered data fulfill the de
fined criteria.
Sales Quotes Sales New Business Sales Do you want to use a multi-
Quotes
sales quotes?
Tickets Service Customer Care Service Do you want to use a multi-

step approval for tickets?
Request Management
Do you want to
automatically submit
tickets for an approval
workflow after one or more
specified conditions are
fulfilled?
Service Employee support Ticket Do you want to use a multi-

Management
Do you want that the system

submits automatically a
ticket for approval?
Note
cally an approval for your tickets if the
entered data fulfill the defined crite
ria.

Contracts Service Entitlement Management Do you want to use a multi-

step approval for service
Service Contract Management
contracts?
E-mail Notifications - E-mail encryption Build-in Services and Support Do you want to use
and signature encryption and signature
System Management Security
for e-mails?
3.2 Create Sales Quotes
Learn how to create sales quotes to indicate to your customers the prices of the products and services your
company offers.
As a sales representative or sales team member, you’ll create quotes from an existing opportunity, which could
include the product quantities and discounts. Once you create the quote, you can then share the quote details with
your team so they are up-to-date with the progress of the negotiation.
Create a Sales Quote [page 81]

Learn to create sales quotes in the solution.
Create Sales Quotes from Sales Orders [page 84]

Users can create follow-up sales quotes directly from the sales order, which references the sales quote
including the sales order items to a sales quote.
Create Sales Quotes from a Contact Person [page 84]

Users can create sales quotes directly from the quote contact person detailed section.
Search for Sales Quotes [page 84]

Use Basic and Advanced Filter to query quote fields.
3.2.1 Create a Sales Quote
Learn to create sales quotes in the solution.
1. Open an existing opportunity or navigate to Sales Quote on the SAP Fiori Client to create a new one by
selecting the plus sign ( + ).
Note
When converting opportunities to sales quotes, many details such as accounts and products from the
opportunity are copied over to the new sales quote
2. Add data to the required or desired fields.

3. Add line items and quantities by selecting Add from the sales quote Products tab.

Note
The sales quote is created with status Open and products without any entered quantities are not listed in
the quote.
5. Select Actions Submit to trigger further processing, for example, sending it using fax, e-mail, or printing
it for sending it using a postal service.
Note
If an approval is required, the output starts as soon as the quote has been approved.
6. To preview the sales quote, select Actions Preview and a window opens with the quote PDF document.
Click Refresh to update the complete sales quote data. This action is useful when bi-directional replication
requires an immediate update or when the user receives error messages requiring a sales quote refresh to
continue.
Caution
You will notice a decreased system performance when working with sales quotes or sales orders exceeding 500
products. Adding products to the sales document affects the performance of all item-related functions, such as
pricing, output, or transfer to external systems.
3.2.1.1 Configure Access Control for Sales Quotes
Administrators can learn how to configure user access to sales quotes.
Administrators restrict read and write access to sales quotes by navigating to Business Roles Access
Restrictions Access Context 1015 .
Tip
Select a Restriction Rule to view a brief summary of the rule.

3.2.1.2 Configure Block Assignment
Procedure
Accounts .
document types.
Note
system.
3.2.1.3 Configure Default Requested Date
As an administrator, learn how to configure the default requested date.
Define the sales quote default requested date, which is available in the header area.
Configure quote validity and requested dates by navigating to the fine-tuning activity Date Profiles Date
Variable for Sales Sales Quotes .
Note
The requested date on header is copied to requested date on items. Manually changed dates on items are not
overwritten by the header date.

3.2.1.4 Configure Number Ranges
Administrator need to configure number ranges to define the range of numbers assigned to sales quotes.

Search and type Number Ranges.
2. Click Maintain Number Range.
3. On the following screen, review the default begin and end number that applies to sales quotes in the solution.
4. If you wish to define a different number range, choose Change Current Number.
5. On the following screen, enter the new current number, then click Save and Close.
6. Click Save and Close again.
3.2.2 Create Sales Quotes from Sales Orders
Users can create follow-up sales quotes directly from the sales order, which references the sales quote including
the sales order items to a sales quote.
To use the feature, go to adapt or personalize. Add the hidden tab Sales Documents to the detailed tab of the sales
order.
3.2.3 Create Sales Quotes from a Contact Person
Users can create sales quotes directly from the quote contact person detailed section.
To create sales quotes from a contact person, users must assign the Contact to the Account.
When you create sales quotes from a contact person, it defaults the Contact as Primary Contact and the related
account to the new sales quote.
Note
The Advanced Search supports ID and External ID (hidden field) queries and is also applicable in the Accounts
sales quote tab.
3.2.4 Search for Sales Quotes
Use Basic and Advanced Filter to query quote fields.
The following fields are supported when using the Basic search for sales quotes:
● Sales Quote ID
● Description
● Product ID

● Party ID (for all parties)
● Party (Formatted name for all parties)
● Primary Contact ID
● Sales Quote External ID
You can also use the Advanced Filter search which displays a comprehensive list of fields to narrow your sales
quote search.
1. Click Show Advanced Filter.
Note
The General section contains an extensive list of fields you may not have available.
2. Save your entries and exit from the personalization or adapt mode.
3. In the desired sections, enter the search query field data.
4. Click Go to view the search results.
Note
Click Save or Organize Queries to save time for the next search query.
5. Click Hide Advanced Filter to return to the list tab.
3.3 Maintain Sales Quotes

Explore how to add products to sales quotes, use cross-up-down sell, assign opportunities, work with involved
parties, and more.
Add Products to a Sales Quote [page 86]

Select products to add to your sales quotes based on previous quotes, orders, and product proposals.
Copy Line Item [page 86]

Learn how to copy line items.
Set a Minimum Item Order Quantity [page 87]

Set a minimum quantity for items in sales orders or sales quotes.
Minimum Order Quantity Error Message [page 87]

Learn about the minimum order quantity error message.
Use Item Types [page 88]

Explore how to work with item types in sales transactions such as follow-up documents.
Calculate Quantity [page 90]

Use the calculate quantity action to create a summary of the number of items for each unit of measure.
Add Quick Products from Product Lists to Sales Quotes [page 91]
Learn how to quickly add products and related quantities to sales quotes or sales orders using the action
Product Lists.
Use Cross, Up, and Down Selling [page 91]

Learn how the solution uses cross selling to display proposed products to users when creating sales
transactions.

Add a Sales Quote Customer Part Number [page 92]
Learn about adding and using customer part numbers in quotes.
Structure and Renumber Sales Quote Products [page 93]

You can use text items that allows you to define and structure subitems. If you only enter a product
description in its corresponding field without an adding a product ID, the item is treated as a text item. In
addition, the item number can be edited.
Assign Opportunities to Sales Quotes [page 93]

Learn how to assign an opportunity to a sales quote.
Work with Sales Quote Involved Parties [page 94]

Determine involved parties for sales quotes using party roles and the applicable determination rules, which
allow you to streamline team assignments. In addition, it ensures that business partners are correctly
assigned to business documents in accordance with your company needs.
3.3.1 Add Products to a Sales Quote
Select products to add to your sales quotes based on previous quotes, orders, and product proposals.
When users create quotes and add products, the sales price defaults to the product list price. Depending on your
permissions, you can edit the product line item prices and discounts.
Related Information
Add Quick Products from Product Lists to Sales Quotes [page 91]
Create Sales Quotes [page 81]
3.3.2 Copy Line Item
Learn how to copy line items.
Procedure
1. Create a new sales quote and add line items or open an existing one with line items.
2. Select the Products tab.
3. Select the line item you want to copy.
4. Click Actions.
5. Select Copy.
When sales quote line items are copied, a new line item number is assigned. The item details as well as the
item’s notes and attachments are also duplicated.

3.3.2.1 Modify Error Message Severity
Administrators can change the minimum order quantity error message to a warning message. Additional
messages that be can be changed, for example, messages for matching sales unit with sales organizations.
This action is useful when SAP ERP customizing is less restrictive and your default minimum order quantity is a
recommended level.
Restriction
This feature is currently not available for offline processing.
1. Navigate to Fine-Tune Sales Quotes .

2. Select Message Severity Configuration.
3. Select the desired severity.
3.3.3 Set a Minimum Item Order Quantity
If you’ve set a minimum order quantity for a product, the system validates the quantity and displays an error
message if the minimum quantity hasn’t been met. For products with multiple units of measure, you can set a
quantity conversion to ensure that the minimum order quantity check is still valid for each unit of measure.
If your company has defined a minimal order quantity for sales quotes, an error message is displayed. The
message will state the minimum quantity of products required to proceed with the sales quote processing. To
override the message, in the quantity field of the line item, enter the minimum amount and save your entries.
Note
Sales quote minimum order quantity applies to sales quotes created online or offline.
Administrators can maintain the minimum order quantity in product master sales data dependent.
3.3.4 Minimum Order Quantity Error Message
Learn about the minimum order quantity error message.
Note

3.3.5 Use Item Types
Explore how to work with item types in sales transactions such as follow-up documents.
Your administrator has configured item types to determine how an item category behaves in a sales document.
Note
You may need to add the Item Type field using Personalize or Adapt from the sales quote Product tab.
Note
You can use code list restrictions to filter item types based on a document type.
Complete the fine-tuning configuration activity for Sales Quotes Item Types .
Note
This activity is similar to the configuration activity for sales orders. The difference is that each are completed
separately as the values are not copied from one to the other.
You can also define code list restrictions, to filter the available item types based on document type. Add the Item
Type field to the Products tab for sales quotes from adaptation or personalization.
3.3.5.1 Define Item Types
Administrators can explore and learn how to define item types.
Item types determine how an item category behaves in a sales document. Item item types are not necessary, but
are relevant if you replicate quotes with an on premise system and administrators should remember to configure
document types.
You can define alternative item types for the item types delivered in the standard solution. These alternative item
types are then displayed for the corresponding items under the Products tab for sales orders. You can use these
custom item types to process items based on SAP ERP item categories. You can also use item types for, in order
simulations to retrieve external pricing.
Define your own item types to reflect your company practices:
1. To quickly navigate to the fine-tuning activity, go to Business Configuration Overview Sort by: Activities
2. Click Sales Quotes Item Types Maintain Item Types .
3. Click Add Row.

Note
If you want to define an item as a free sample or free good that should not affect pricing, flag it as Not Relevant
for Pricing. When an item that is not relevant for pricing is added to a quote, it does contain a price. However,
you can still add a price for this product manually.
3.3.5.2 Define Item Type as Not Pricing Relevant
Administrators can define items as a free sample or free good so that pricing is not affected.
You can define item types as not pricing relevant. The activity allows users to only add the item type to the item
without setting the price to zero or a 100% discount. For example, a product is added to quote as a free good or
sample.

2. Click Sales Quotes Maintain Item Types .
3. Click Add Row or select existing row.
4. Place a checkmark in the Not Pricing Relevant box.
Note
This Not Pricing Relevant item type is available in external pricing and offline pricing sales orders. You can still
add a price for this product manually.
3.3.5.3 Define Item Increment per Document Type
Administrators need to define item increment numbers, which allow you to control Item Increment and Sub Item
Increment ranges.

2. Click Sales Quotes Maintain Document Types .
3. Click Add Row or select an existing row.
4. Enter or modify the desired Item Increments.
Note
Increment configuration eliminates limitations for bill of materials (BOM) explosion when there are many
Sub Items in external pricing.

3.3.5.4 Configure Follow-up Item Type Determination
Administrators can set up your solution to determine the item type for follow-up documents. The follow-up sales
quote to sales order process allows you to copy item types that are used for SAP ERP and CRM processing.

2. Choose Maintain Follow-Up Item Determination.
3. Choose Add Row.
Note
Users can use adaptation or personalization to add the item type to the sales quote product table.
Note
You can also use code list restrictions to filter item types based on a document type.
3.3.5.5 Use Sales Quote Item Types
Use item types to process items based on SAP ERP logic for external pricing and integration.
Note
Users may need to add the Item Type field using Personalize or Adapt in sales quote Product tab.
3.3.6 Calculate Quantity
This summary can help identify potential upselling opportunities if a specific quantity needs to be met for a
promotion.
Related Information
Cross, Up, and Down Selling in Sales Orders [page 143]

3.3.7 Add Quick Products from Product Lists to Sales Quotes
Learn how to quickly add products and related quantities to sales quotes or sales orders using the action Product
Lists.
Procedure
1. Open or create a sales quote or sales order.
2. Click Quick Create. Alternatively, you can add quick products from the quote or order from Actions
More .
3. Click Actions More .

4. Add products from the defined product lists.
When your administrator maintains Product Lists, you can multiselect products based on defined proposals
that depend on:
○ Target groups
○ Accounts
○ Account hierarchy
○ Sales data
○ Territory
3.3.8 Use Cross, Up, and Down Selling

Learn how the solution uses cross selling to display proposed products to users when creating sales transactions.
Cross, up, and down selling offers proposed products, which can be added to a sales document when selected by
the user.
When sales quotes include required products from the list, users see a list of related products, product upgrades,
or economical products in the sales transactions.
1. If you use cross-sell products, to the sales quote or sales order, navigate to Recommended Products on the
Products tab.
Note
The Recommended Products tab is only visible if your administrator has defined cross-selling. Up and
down-selling is indicated using an action. Clicking the action allows you to select and exchange the product.
For quotes, you can add the product as an alternative item.
2. Click Action Up/Down Selling Products .
Note
The Up/Down Selling Products field indicates that users can replace the product to use up or down-sell. The
icon only appears if your administrator has defined the applicable product proposals.

3. Enter the desired quantities.
4. Save your entries and continue processing the sales quote.
3.3.8.1 Enable Cross, Up, and Down Selling

As an administrator, you can create product lists of the Cross/Up/Down Selling type to enable users to select from
those products in a sales quote.
1. Go to Products Product Lists New .

2. Choose from either the Personalize or the Adapt menu to modify the screen layout.
3. Add the Type field to the New Product List box and save your changes.
4. Create a new product list and select Cross/Up/Down Selling.
5. Go to the Required Products tab and add the reference products.
6. Go to the Proposed Products tab to add products and select their types as either cross, up, or down selling and
save your product list.
Any time a sales quote includes one of the required products from the list, the associated proposed products
are available for cross, up, or down selling, depending on their type in the product list.
○ Cross selling: results in a list of recommended products in the sales quote that the user can add directly to
the quote.
○ Up or down selling: results in an icon in the products list of a sales quote to indicate that the user can
replace the product, to up or down sell, from Actions.
Related Information
Product Lists [page 453]
3.3.9 Add a Sales Quote Customer Part Number

Learn about adding and using customer part numbers in quotes.
Administrators can add customer part numbers to quotes by navigating to Products Product Administration
and the part numbers are integrated to SAP ERP.
Users can enter the customer part number located in the sales quote Products tab in the Description field. The
system converts the ID to an internal ID.
1. Click New to create a new product or open an existing one.

2. Click the product Sales tab.
3. Under Customer Part Number, click Add Row.
4. Enter the customer, customer part number, and description.
Note
The customer part number description is language independent.

6. Adapt output forms to include the customer part number.
Note
The part number is not dependent on the sales organization or the distribution channel.
3.3.10 Structure and Renumber Sales Quote Products
You can use text items that allows you to define and structure subitems. If you only enter a product description in
its corresponding field without an adding a product ID, the item is treated as a text item. In addition, the item
number can be edited.
The action Renumber can be used to reorder items. This action allows you to put items in-between a certain order.
If the sales quote has not been submitted to a customer, the Line field is editable.
Note
Cluster sales quote items using text items and Parent Line field. You can also click Action to create a subline for
a text item.
You can also use the action Renumber to add alternative items.
3.3.11 Assign Opportunities to Sales Quotes
Learn how to assign an opportunity to a sales quote.
A sales quote can be created as a follow-up document from an opportunity. When the task is done, involved parties
and products are copied over to the sales quote.
1. Open an existing sales quote or create a new one.

2. In the Opportunity header section, add an opportunity ID or description.
Note
If an opportunity is already assigned, you can enter another opportunity ID or description.
Note
You can set an assigned opportunity as Primary Quote. This action creates the Update Opportunity field.
Once you click Update Opportunity,
4. Notice that the Expected Value of the assigned opportunity has modified once you save your entries.
5. Click Refresh.
6. Click the Document Flow tab to view the assigned opportunity.

3.3.12 Work with Sales Quote Involved Parties
Determine involved parties for sales quotes using party roles and the applicable determination rules, which allow
you to streamline team assignments. In addition, it ensures that business partners are correctly assigned to
business documents in accordance with your company needs.
Example
You can create a sales quote and add an account as the ship-to party. In this example, the account is the
business partner, and ship-to is the party role. The ship-to account may be a subsidiary of a parent company,
which is a different account. You may have the parent company account as the bill-to party.
3.3.12.1 Enable Display Determination Method for Involved

Parties
Administrators can learn how to analyze sales quote party determination or re-determination.
This enablement makes party and re-determination more transparent for administrators.
Navigate to the personalize or adapt mode. From the Involved Parties tab of sales quotes, add the Determination
Method field.
Note
If the determination is copied or created as follow-up once accounts are changed, you manually enter the party
role Account.
3.3.12.2 Maintain Document Addresses
Learn how to add address party details.
Navigate to adaptation or personalization mode. Add the Address field for the Party Details and Contacts tabs on
the Involved Parties tab for sales quotes.
3.3.12.3 Maintain Involved Parties on Item Level
Users can maintain involved parties on item level.
1. From the Products tab, use personalize or adapt to add Item Involved Parties.
2. Administrators must go to fine-tuning activity Sales Quotes Involved Item Parties .
3. Party roles on item level are copied from header parties. If you do not need party roles for reporting or follow-
up processes, we recommend deactivating them in the item party schema.

Note
Ship-to parties are maintained in the sales quote product table. Please keep the activation in the item
schema in case a copy and follow-up action should also copy the item party.
3.3.12.4 Use Sales Quote Ship-to Party on Item Level
Change the delivery address on item level by selecting a different Ship-to party or Ship-to address.
You can also modify a document address. When changed, the document address is only applicable for the
transaction, also referred to as a one-time address.
If the Ship-to field is not visible on sales quotes, add it by navigating to the adapt for personalize mode.
Note
The Address field changes to Document Address if the address is not copied from master data.
3.4 Process Sales Quotes
Sales quote processing is used to offer products to customers according to specific terms with fixed conditions. In
addition, the seller is bound by the sales quote for a specific period of time.
Process Flow
The following steps explain the typical process flow for sales quote processing. During this process, you access the
Sales tab.
1. The sales representative creates a sales quote, enters an account, and the products to be offered.
2. The system uses details such as accounts, products, and date to calculate a net value. The user can overwrite
the automatically determined prices and discounts or add further discounts and surcharges.
3. Optionally, if certain thresholds have been exceeded, the sales quote may need approval according your
approval processes.
4. The sales quote is sent to the customer through the Submit action according to the output settings.
5. If the customer accepts the sales quote, the user sets it to Won and the status changes to Completed. With an
external integration, such as SAP ERP, you can also transfer the sales quote into a sales order in the external
system through Action Create Sales Order .
Activities in Sales Quotes [page 96]

Learn about tracking all sales quote related activities.
Sales Quote Languages [page 101]

Learn how to modify quote output languages.
Sales Quote Approval Process [page 101]

Learn about the sales quote approval process and how to define an approval process for acceptance of
sales quotes, including e-mail approval.
3.4.1 Activities in Sales Quotes
Learn about tracking all sales quote related activities.
Follow-up activities, such as appointments, tasks, phone calls, and e-mails can be created directly from the sales
quote. Activities can also be viewed in the document flow of a sales quote.
Users can select the action Add Tasks from Activity Plan to assign predefined tasks from an activity plan to the
sales quote. The Activity Plan supports the creation of tasks that, can be used to follow a sales methodology.
Note
E-mails can also be assigned to the sales quote using MS Outlook integration.
3.4.1.1 Configure Activities for Sales Quotes
Configure activities, for example, appointments, e-mail, phone calls, and tasks to record information sales quote
results from interactions between business partners in the solution.
Administrators can scope activities list by navigating to Business Configuration Implementation Projects
Your Project Edit Project Scope Implementation Focus Scoping Sales Account and Activity Management
Activity Management .
In fine tuning, you can further define Activities.
3.4.1.3 View Sales Quote Statuses
Learn how to distinguish the meaning of various sales quote and sales order statuses.
Progress Statuses for Sales Quotes
● Not Relevant: The initial status of a sales quote.

● Pending: quote has been submitted to a customer (implies that submitted quote items cannot be deleted). In
case of bi-directional replication quote turns to pending, once the quote is transferred to SAP ERP.
● Won: Displayed when a quote has at least one referenced sales order (SAP ERP) or was manually set using the
action Set As Won.

● Lost: Used to cancel a quote. Set a reason for rejection, by entering one in the Reason for Rejection field.
Alternatively, use the action Set to Lost.
Life Cycle Statuses for Sales Quotes
● Open: User created an initial quote.

● In Process: User canceled a quote item or at least an item is referenced to a sales order (SAP ERP (bi-
directional replication)). Additionally, user triggered the action Create External Follow-up Document.
● Completed: All items are referenced to SAP Hybris Cloud for Customer orders or quotes have been set to won
or lost using the Reason for Rejection field on the header). In case of bi-directional replication, the status
Completed is based on SAP ERP logic. If a Create External Follow-up Document was created, the quote status
changes to Complete, if one follow-up sales order in SAP ERP was created.
Cancellation Statuses for Sales Quotes
The statuses refer to canceled items. The status can be found on sales quote header and item level.
● Not Canceled: The user did not set a Reason for Rejection.
● Canceled: The complete quote is canceled for header status; item is canceled for item status.
● Partially Canceled: At least one item is canceled (The user sets the reason for rejection on item level).
Note
The status is not applicable on item level.
Transfer Statuses for Sales Quotes
The statuses refer to SAP ERP bi-directional integration.
● Not Started: The initial status if a quote is created in SAP Hybris Cloud for Customer.
● In Process: A replication message was triggered to the external SAP ERP system. The SAP Hybris Cloud for
Customer sales quote becomes read only. If no confirmation message is received by the SAP Hybris Cloud for
Customer system, message monitoring is required to analyze the top level cause. Transfer Logs tab allows you
to revoke (the replication of) the sales quote. Revoking allows changing the SAP Hybris Cloud for Customer
quote again to correct the data. This action causes the message to fail and replicates it again.
● Finished: The transfer is completed and confirmation message from the on Premise system has been
successfully returned to SAP Hybris Cloud for Customer.
● Interrupted: The transfer was interrupted due to an error in the external system. Error information provided by
the external system is displayed on the Transfer Logs tab. The sales quote is editable and can be processed
once the error is resolved.
● Not Relevant: Not applicable.

Approval Statuses for Sales Quotes
● Not Started: The initial status.
Note
The Approval status changes to Not Started once the Approved or In Revision quote is modified. This action
is not valid for bi-directional replication document types. An approved quote is submitted automatically to
SAP ERP once the quote is approved. If the quote was created in SAP ERP, no approval status is displayed
in SAP Hybris Cloud for Customer
.
● Approval Not Necessary: The quote has been submitted and approval conditions are not met.
● In Approval: The quote action Submit has been triggered and approval conditions are reached to start the
approval process.
Note
The quote cannot be edited except for entering text in the approval note.
● Approved: The quote has been approved by the respective manager.
Note
The approval submits the quote automatically based on the defaulted output settings. If bi-directional
replication is used, the approval automatically causes the quote submission to SAP ERP.
● Revision: A quote has been sent back for revision by a respective manager.
● Rejected: With this status, users should click Send back for Revision.
● Withdrawn: Based on the user action, the submission process has been revoked for an approval of a relevant
quote.
Credit Statuses for Sales Quotes
The credit status is derived from external pricing with on Premise system.
● Limit Exceeded
● Limit not Exceeded
● Manually
● Check Pending
● Not relevant
Reference Statuses for Follow-up Sales Orders
These following statuses refer to follow-up sales orders that are created in SAP Hybris Cloud for Customer or in
SAP ERP.

● Not Started: The initial status.
● In Process: This status corresponds to the SAP ERP status Partially Referenced.
Note
Some items are referenced to a sales order.
● Finished: All items are referenced to a sales order.

● Not Relevant: Refers to a text item (Item status).
● Interrupted: Not applicable.
3.4.1.4 Track a Quote Follow-up Transfer Status
Learn how to track an external follow-up document (developed mainly for a sales order in SAP ERP) from your
cloud solution. This is useful to track if an error happens and the status does not change to Finished.
If no confirmation message is received by the SAP Hybris Cloud for Customer, the Follow-up Transfer Status
remains in status In Process. In addition, message monitoring is required to analyze the top level cause.
Note
The following statuses are supported:
● Not Started
● In Process
● Finished
To view and use the Follow-up Transfer Status field add it from adapt or personalize. You can add the field in
Advanced Search, the result list, and the detailed section.
3.4.1.2 Add Attachments to Sales Quotes
You can attached documents on item and on header level. If the attachments need to be part of the output, select
the relevant attachments in the output settings. Click Submit and the output is triggered.
3.4.1.2.1 Configure Attachment of Product Images to Sales

Quote Output Forms
Administrators can scope output forms so users can add images to sales quote output forms.
Sales New Business Communication for New Business Questions Sales Quote Forms Do you want to add
product images to the Sales Quote form template?

Note
When users add product images to form output messages, system performance is influenced.
3.4.1.5 Use Follow-up Actions in Sales Quotes

With integration with an external system, where you, for example, process your sales orders, you can capture
references to the follow-up documents in the quote Sales Documents External Follow-Up Documents .
If your administrator has configured external follow-up documents, the action Create External Follow-up
Document, creates a follow-up sales order.
Related Information
Create a Follow-up Sales Quote [page 109]
3.4.1.5.1 Block External Follow-up Documents for Prospects

solution?
3.4.1.6 Add Sales Quote Header and Item Notes

You can add internal and external notes to a sales quote only on header level.
Notes maintained as External are automatically printed to the standard sales quote output print form delivered
with the solution. This function includes sales org. and distribution channel dependent notes maintained in the
product master by the administrator. With this function, the notes are automatically copied to the external product
note of the sales quote.
When working in the Notes tab, you can increase the size by enlarging the pane.
Note
Restrictions on printing formatted notes are applicable.

3.4.1.6.1 Enable Formatted Text
Administrators can enable the use of formatted texts for notes in sales quotes.
Configure the use of external and internal notes by navigating to Business Configuration Scoping Element:
Sales New Business Questions Sales Quotes: Do you want use formatted texts for Sales Quotes?
Once the scoping is complete, users can enter and edit standard notes on header and item (Internal and External
Note).
If you're using the sales quote form template Sales Quote Demo, then the formatted texts are included when
printing.
Note
To enable formatted texts in other quote form templates, switch the data type from plain text to rich text in
Adobe® Livecycle Designer.
3.4.2 Sales Quote Languages
Learn how to modify quote output languages.
By default, it is set according to the account master data set-up by your Administrator.
1. Open a quote.
2. Navigate to the Personalization or Adapt mode.
3. In the header, select Add Items Add Fields .
4. Place a checkmark in the Language field.
Note
If you change the language after you already entered some items, the item descriptions have not been
automatically translated.
Please keep in mind that you can print forms only in languages with a translated template form.
3.4.3 Sales Quote Approval Process
Learn about the sales quote approval process and how to define an approval process for acceptance of sales
quotes, including e-mail approval.
If your administrator has configured approvals, a task is triggered to forward the quote or hinder it from moving to
the next stage.
Administrators can set up multilevel approval processes. Based on the configuration settings, user can:

● Edit and view approval notes in the Approval tab.
● Withdraw from approval under Actions, using the Withdraw from Approval field.
● Manager can approve quotes from notifications or directly in the sales quote Approval tab.
When approving quotes in e-mails, the approver approves the quote or sends it back for revision from Notification
actions or using the sales quote Approval tab. Alternatively, you can directly approve the quote in from e-mail. If
there is no system access, the sales quote print preview document is appended to the e-mail.
Approvals are submitted automatically based on the sales quote output settings.
Note
E-Mail approvals require a certification setup for Microsoft Outlook and Multipurpose Internet Mail Extensions
(MIME) configurations.
3.4.3.1 Configure Approvals
Administrators can explore how to incorporate conditions into the sales quote approval process, such as limits to
the amount an approver is allowed to approve.
Activate the sales quote approval process by navigating to Business Configuration Implementation Projects
Your Project Edit Project Scope Sales New Business .
Once you scope sales quote, then you detail the approval process. For this step, you define the approval conditions
and an approver before the approval process is ready to use. Navigate to Administrator Approval Processes .
Note
At least one approval process must be active. To define an approval process, copy the default approval process
and adapt the approval validity, ensuring one process has an unlimited validity.
3.4.3.2 Configure Sales Quote Approver Determination
As an administrator, learn how to edit the sales quote approval process.
Administrators can perform advanced quote approval process modifications. You can edit or add steps, change
the order of existing approval steps, and define approver conditions. Navigate to Administrator Approval
Processes: Sales Quote Work Distribution Customer Defined Involved Party or Customer Defined Territory
Owner.
Follow the steps to finalize the advanced sales quote approver determination:
1. Navigate to the fine-tuning activity Party Role Definition. Create a new party role and assign party category
Approver.
2. Navigate to the fine-tuning activity Involved Parties for Sales Quotes. Add the role to the sales quotes involved
parties.

Note
You can also define determination for the standard party role Approver.
3. Add a new determination step User Rules for <z-party> for the newly created party.
4. Continue by navigation to Administrator Sales and Marketing Settings Define Rules for Sales Quote
Parties .
5. Finally, navigate to Administrator Approval Processes to add the work distribution Customer Defined
Involved Party to the sales quote approval process.
Related Information
Configure Workflow Rules [page 70]
3.4.3.3 Configure Re-submit for Quote Approvals
Administrators can learn how to configure resubmit for sales quotes. Once quotes have been approved, the
business option allows your company to control the approval status and or the output status.
If you do not select the business option, each change in the quote (aside from adding attachments) changes the
approval status to Not Started. Also, to further process the quote, users must submit it again for an approval and
output.
Note
If a quote with bi-directional replication to SAP on Premise system exists, a reset of the approval status is not
possible.
When you select this option, the automatic reset of these statuses from most modifications is deactivated.
Instead, the reset can be configured based on conditions in the workflow rules. The reset is achieved from one of
the following actions:
● Reset Submit (for approval and output statuses).

● Reset Output Status (for only the output status).
Configure Re-submit for Quote Approvals by navigation to Business Configuration Scoping Element: Sales
New Business Sales Quotes Do you want to control the reset of the approval status and output status via
workflow rules?
Continue the setup by:
1. Defining workflow rules by navigating to Administrator Workflow Rules .

2. Defining conditions that should trigger additional approvals in the workflow rule and select the desired action
users can choose from:
○ Reset Submit - The action resets the approval status to Not started, including the output status. To further
process the quote, users click Actions Reset Submit .

○ Reset Output Status - The action resets the output status (confirmation issue status). The approval status
remains as Approved or Approval Not Necessary.
Note
The Submit action generates a new output document without the need for an additional approval
process.
3.4.3.4 Configure Rule to Revoke Quotes with In Approval

Status
If for example, a custom defined time period is exceeded, administrators can create a rule to revoke sales quotes
with status In Approval to Not Started.
Administrators can create a rule by defining the Rule Type action Reset Submit.
Remember
As of the February 2018 release, only approval status Approval Not Necessary and Approved are supported for
revocation.
3.4.3.5 Use New Workflow Rule for Recipient Determination
When you create workflow rules for either sales quotes or sales orders, you can choose to have the solution
determine recipients from either the account team or territory team.
3.4.3.6 Use Workflow Rules and Field Updates
Workflow rules can be used to configure the sending of notifications, text messages, or E-Mails to internal or
external parties based on defined conditions.
You can also use workflow rules to update fields in the sales quotes. User can view executed workflow rules in the
sales quote under the Workflow Changes tab.

3.4.3.7 View Additional Sales Quote Details
Learn more about sales quote details you can view or modify.
Sales Quote Tabs
Overview
On the Overview tab you see the latest quote changes, products, and involved parties.
Products
● On the Products tab, you can add or delete products, enter external and internal notes, and add attachments.
You can also view and change the internal and external notes for the sales quote and the products: The Internal
Note details ares only stored with the document. If you use external integration., the External Note is
forwarded to the customer and forwarded to the external system.
If you use integration with an external system to calculate the prices for the products, you receive product
prices by clicking Actions Request Pricing . The fields Pricing Status and Pricing Procedure inform you
about the current status of the request.
Note
○ When you copy a line item, the notes and attachments are copied as well.
○ You can also add products from the product list by clicking Actions Add from List .
Involved Parties
● On the Involved Parties tab, you add or delete parties and contacts. You can also select an address that was
maintained in master data.
Sales Document
● The Sales Documents tab is where you find an overview about the related sales quotes and the sales order
requests and sales orders processed in the SAP ERP system.
Document Flow
● The Document Flow tab is where you view all preceding and all follow-up documents for a particular quote.
Attachments
● On the Attachments tab, you add attachments, for example, local files, web links, and links to Library content.
If the customer accepted the quote directly during a visit, and signed it on the tablet, the customer's signature
is displayed.
Note
Legally binding integration of digital signatures is supported using partner solutions.

Approval
● On the Approval tab, you enter additional information for the approver. In addition, the approver can also add
comments.
Activities
● On the Activities tab, an overview of the activities are displayed. You can also add appointments, tasks, and
phone calls. E-mails related to a quote are displayed and you can add tasks from the determined activity plans.
Output
● On the Output tab, you view see the output history and the sent PDF document files. Resend the document by
clicking Resubmit.
Feed
● The Feed tab displays major updates of the quote.
Changes
● On the Changes tab, you follow-up on all changes made in the document.
● On the sales quote Changes tab, you can see all changes made in the quote, but you can also filter for a
specific time period. The list includes the originating and the new value after the change.
Tickets
● On the Tickets tab, you can find all related tickets for the particular sales quote and you can create tickets
based on the quote.
Surveys
● On the Surveys tab, you can add and edit surveys from the determined activity plans to the document.
3.4.3.7.1 Use Sales Quote Feed
Learn how to collaborate with colleagues on sales quotes, which are relevant to you using the feed.
When users create or maintain quotes, an action is displayed in Feed or within the sales quote on the Feed tab.
Users can manage feed settings by navigating to Personalize Feed Settings Feed Sources.
Select a person you follow and click Edit to open the Manage Source Events screen. Flag the desired automatic
updates feed events triggered by the person you follow and add more tags if desired.
3.4.3.7.2 Use Sales Quote Change History
Learn about viewing sales quote modifications.
Users assigned to product lists can track product list modifications by adding the Changes field to the Product List
tab.

Navigate to Personalize Start Personalization and click Add Tab to make the Changes tab visible.
Search for changes by filtering the following change history fields:
● Changes Made From

● Changes Made To
● Attribute
● Changed By User
3.5 Complete Sales Quotes
Learn various ways to complete a sales quote.
You have several options to complete a sales quote. If the sales quote is accepted, you can create a follow-up sales
order either in the solution or as follow-up order in SAP ERP. In both cases, the follow-up order changes the quote
to status Completed and progress to Won.
Canceling a sales quote is another way to complete a sales quote. Once you cancel a quote on header level by
setting a Reason for Rejection, the progress is displayed as Lost.
Signatures [page 107]

Capture graphical signatures under Actions Sign .
Sending a Sales Quote to Customer Accounts [page 108]

Use output settings to determine how the sales quote is sent to accounts.
Create a Follow-up Sales Quote [page 109]

Learn to create follow-up quotes.
Sales Quote Preview [page 109]

Preview sales quotes before sending them to customers or prospects or share the preview document with
colleagues.
Sales Quote Document Flow [page 110]

Use the document flow to view for example, the sales quote chain of associated documents such as
opportunities, orders, and delivery.
Sales Quote Output Form [page 110]

Explore sales quote forms used for business document output.
Cancel a Sales Quote [page 112]

Learn how to cancel a sales quote.
3.5.1 Signatures
Capture graphical signatures under Actions Sign .
Signatures can be enabled in Business Configuration Implementation Project Edit Project Scope Questions
Sales New Business Sales Quote Graphical Signature for Sales Quotes Do you want to capture and attach
a graphical signature to the sales quote (Valid for touch enabled devices only)?

The signature is included in Sales Quote Demo print form.
Note
Legally binding integration of digital signatures is supported using partner solutions.
3.5.1.1 Enable Sales Quote Signatures
Administrators can capture and attach graphical signatures to sales quotes.
Sales New Business Group: Graphical Signatures for Sales Quotes Do you want to capture and attach a
graphical signature to the Sales Quote (Valid for touch enabled devices only)?
Note
Graphical signatures are only valid on touch enables devices.
You can capture signatures from your customers or prospects as confirmation of a sales quote under Actions
Sign . In the Add Signature dialog, add a signature in the box.
Once you add a signature, it is available as an attachment in the sales quote. After you saved a signature, the Sign
option under Actions is disabled.
3.5.2 Sending a Sales Quote to Customer Accounts
Use output settings to determine how the sales quote is sent to accounts.
From the quote, select Actions Submit . The output of the sales quote is triggered, depending on the
maintained output settings. In the output settings you can define if a sales quote should be sent for example, using
e-mail. The e-mail of the primary contact person is the default. A quote, which has been submitted to a customer
appears with progress status Pending.
Note
If a quote approval is required, the submit action triggers the approval notification. After final approval, the
output is triggered automatically based on the defined output settings.

3.5.3 Create a Follow-up Sales Quote
Learn to create follow-up quotes.
Context
From your sales quote, you'll create follow-up sales quote based on an existing one which is not the same as
copying a sales quote. When you create a follow-up sales quote, the header, item, and document flow are updated.
When you copy a sales quote, the header and data are not copied and the document flow is not updated.
Procedure
1. In the sales quote where you want to create a follow-up quote from, select the Sales Documents tab.
2. Under Sales Quotes click New, the data from the current quote is copied into the quote.
3. Adapt the entries and select Save and Open.
The system copies the whole quote including the products into a new document and opens it.
4. View the old quote to find the new quote located in Sales Documents.
Continue to work with the new sales quote as desired.
3.5.3.1 Block External Follow-up Documents for Prospects
solution?
3.5.4 Sales Quote Preview
Preview sales quotes before sending them to customers or prospects or share the preview document with
colleagues.
1. Open the sales quote.

2. Choose Actions Preview .

3. A new window opens displaying the quote PDF document.
3.5.4.1 Use Sales Quote PDF Preview

The sales quote preview is displayed in PDF form (generated by configuring form templates) when you click
Actions Preview .
3.5.5 Sales Quote Document Flow

Use the document flow to view for example, the sales quote chain of associated documents such as opportunities,
orders, and delivery.
The Document Flow shows related transactions, such as opportunities or activities.
Note
You cannot access the printable sales quote PDF (derived in SAP ERP) in the document flow.
Tip
Navigate to the sales quote Document Flow PDF to view the latest quote sent to accounts.
1. Open a business document such as a sales quote or sales order or find one using Search.
2. On the Document tab you see all preceding and all follow-up documents for this quote.
3. Click the links to open and view more document details.
Note
You can view transactions such as activities in the sales quote document flow.
In the document flow, you can also view follow-up transactions in SAP ERP. For example, follow-up orders, delivery
or invoice transactions, including access to the related PDF documents (using the web service).
3.5.6 Sales Quote Output Form

Explore sales quote forms used for business document output.
Sales quote and sales order output first depends on how your administrator configures the form templates.
Second, after configuration, when users submit sales quotes or orders to accounts, the document layout depends
on the template selection users choose in Edit Output Settings.
Note
Printing of price elements depends on the print configuration of the pricing schema.

Note
The Sales Quote Demo template includes enhancements, such as product images, formatted notes, signature,
GTIN, or customer part number.
Administrators configure Print forms - A read-only portable document format (PDF) documents that are
generated from data stored in the system. Print forms can be printed, sent as an e-mail attachment, or faxed to
business partners.
3.5.6.1 Configure Output Form
As an administrator, explore how to use the integrated Adobe® LiveCycle® Designer to make advanced changes to
sales quote form templates.
Procedure
1. Go to Administrator Business Flexibility and choose Form Template Maintenance.
Note
Adapt general changes on the output form from the master template in Master Template Maintenance.
2. Select the form template variant you want to edit and choose Open Adobe LiveCycle Designer .
3. Make your changes.
4. Preview your changes using historical data or sample data.
5. Click Save.
6. Click Publish to finalize your entries.
3.5.6.2 Configure Sales Quote Output and Channel

Determination
As administrator, learn about default sales quote form templates or output channels by sales organizations.
Adapt the columns to make a new selection of attributes visible in this table. Navigate out of the screen and return
to it to see the changes.

3.5.6.3 Configure Reasons for Rejection
Administrators can learn how to configure reasons for rejection. The codes are used in documents such as quotes,
orders, or contracts to define the reasons for rejection.
You define rejection reasons to describe why a document or item has been canceled.

Search and type Reasons for Rejection.
2. Click Add Row.
3. Enter the desired Rejection Reason Code.
Note
When adding your own entries, the data you enter into field Rejection Reason Code must begin with the
letter Z.
4. Enter the desired description.

5. Save your entries and set the desired status.
Users can cancel sales quotes on header and on item level. When canceled on header level, the rejection reason is
copied over to the items.
Note
Sales quotes canceled on header level cancels all of its items.
3.5.7 Cancel a Sales Quote
Learn how to cancel a sales quote.
Canceling a sales quote can be accomplished in various ways. Open the quote and:
● Set a Reason for Rejection.

● Trigger the action Set to Lost.
● Maintain a specific reason for rejection on header and item level.
Note
If a quote is partially canceled, for example, a single line item is set to lost, the status of the quote is In
Process.

3.5.7.1 Delete a Sales Quote
Learn how and when to delete sales quotes.
Context
You can delete quotes if quotes have not been submitted to customers and if no follow-up document or activity
exists.
Procedure
1. Search for the quote you want to delete.

2. Check the status to ensure that the quote can be deleted.
The progress status Pending displays that quotes have been submitted and cannot be deleted.
3. Click Actions.
4. Choose Delete and the sales quote is deleted from the system.
Tip
Quotes that have been submitted to a customer cannot be deleted, but you can cancel them.
3.5.7.2 Cancel a Single Item
Procedure
1. Search for the quote with the line items you want to cancel.
2. Set the line item Reason for Rejection. Alternatively, triggering the action Set to Lost cancels all items.
Tip
You can also maintain a specific reason for rejection on item level for the sales quote.
If a quote is partially canceled, the status is changed to In Process.

3.6 Sales Quote Pricing
SAP Hybris Cloud for Customer helps you stay competitive by allowing you to easily apply flexible internal,
external, and offline pricing.
Users can offer competitive pricing to your customers when working with sales quotes and sales orders. Your
administrator has preconfigured product price lists or your price determination in transactions is based on price
master data derived from an external SAP system. You can manually apply discounts and miscellaneous
surcharges to sales quotes and orders. Users can overwrite certain pricing elements to make pricing more flexible.
Here's an overview of the SAP Hybris Cloud for Customer solution pricing types:
Internal Pricing – The solution offers internal net pricing. It is used if your company derives pricing from price lists
or discount lists based on the solution master data. Internal pricing takes prices from the price list created by your
administrator and can include optional predefined discounts. Depending on the solution set-up, users can apply
various types of discounts, for example, to the total value or product item.
External Pricing – External pricing can be used for companies that retrieve their complete price information
including tax details from an external SAP system. End-users request pricing via a user action to retrieve the
external pricing result and apply discounts or other price elements if necessary. Also, your administrator can use
the solution to determine credit limits and product availability information from this user action.
Offline Pricing – If your company has the SAP Hybris Cloud for Customer, extended edition, you can use offline
pricing . In offline mode, you can calculate an estimated price value including a fixed or percentage based discount
for your quotes and order items created in offline. Sync the discount details when you are working online again. You
can also view the external pricing result in offline mode.

Internal Pricing [page 115]
Learn about internal pricing for sales quotes and orders.
Calculate Quantity [page 117]

Estimate the amount of space needed for an order for delivery capacity planning purposes.
Check Credit Limit [page 117]

When processing a sales order, ensure your customers are within their credit limit.
Request External Pricing with SAP ERP, SAP CRM, SAP S/4HANA [page 118]
Learn more about how to request external pricing for sales quotes with SAP ERP, SAP CRM or SAP S/
4HANA on premise solution.
Available to Promise (ATP) Check [page 119]

Learn about the Available to Promise (ATP) check.
Use Free Goods Determination [page 120]

Simulate or transfer an order from SAP ERP to view the free goods that are available. With external pricing,
you can also trigger free goods determination.
View the Bill of Material Explosion [page 120]

View the bill of materials from SAP ERP/CRM.
Product Substitution [page 120]

Use product substitution to automatically replace one product that you enter with another one when
processing a sales quote.
3.6.1 Internal Pricing
Learn about internal pricing for sales quotes and orders.
SAP Hybris Cloud for Customer provides various internal price elements in the sales quotes and sales orders.
Open a sales quote or sales order and go to the Products tab. The table displays the most important price details.
This information and can be easily overwritten depending on how your administrator configures the solution.
Every product or service you have entered in the sales quote or order has its own line item number. From the line
item you see the line item number, product ID, description, price, quantity, discount, and more depending on your
solution setup.
1. Open an existing sales quote or order.

2. From the Products tab of the sales quote, click Edit.
3. Overwrite the list price line item or the line item discount and click Update Pricing.
4. If desired, from the header, modify the Overall Discount (%).
5. Save your changes.
3.6.1.1 Configure Incoterms
Administrators need to configure incoterms.
1. Go to Business Configuration Overview Activities Search and type Incoterms.

2. Click Add Row.
3. Enter an Incoterm ID and description.
4. Set the Location Mandatory flag accordingly.
3.6.1.2 Configure Payment Terms and Incoterms
As an administrator, you can configure payment terms and Incoterms (International Commercial Terms) to define
when an invoice must be paid as well as the charges you company or the buyer pays.
Locate the fine-tuning activity by navigating to Business Configuration Overview Search Accounts and
click Maintain Payment Terms.
1. Click Add Row.

2. Enter the desired details
Note
Payment terms are defaulted from the sales data of the account to the sales quote.
3.6.1.3 Configure Copy of Quote Pricing Date and Incoterms
If a sales quote is copied, administrators can configure the copying of the Pricing Date and Incoterms.
Procedure
1. To activate this action, navigate to Fine-Tune.
2. Select Sales Quote Document Types.

3. Select the desired Pricing Date configuration details.
Related Information
Configure Pricing Date [page 125]

3.6.1.4 Configure Default Pricing Date
As an administrator, learn how to configure the default pricing date.
Define default logic for the Pricing Date.
● (Today's Date)
Configure the pricing date defaults by navigating to the fine-tuning activity Sales Quote Document Types .
3.6.2 Calculate Quantity
Estimate the amount of space needed for an order for delivery capacity planning purposes.
Use the calculate quantity action to create a summary of the number of items for each unit of measure. This
quantity overview helps identify potential upselling opportunities if there is available space for more products in
the same delivery.
Related Information
3.6.3 Check Credit Limit
When you simulate or transfer an order, you will see the credit status, credit limit, and credit exposure that has
been defined from the SAP ERP system. If the sales order amount exceeds the customer's limit, you will get a
warning message.
You can use credit status as a part of approval conditions for your sales order.
Related Information
Define Approval Processes for Sales Orders [page 152]

3.6.4 Request External Pricing with SAP ERP, SAP CRM, SAP
S/4HANA
Learn more about how to request external pricing for sales quotes with SAP ERP, SAP CRM or SAP S/4HANA on
premise solution.
Your administrator has correctly set-up external pricing. You create a quote, request the pricing from the external
system by clicking Actions Request Pricing . Similarly, you can use the action Simulate to retrieve external
pricing for a sales order.
The external system then simulates a complete document, and you receive the results in your quote or order.
In the solution, you can adapt the following header hidden fields and make them visible for external pricing:
● Pricing Status – Only a successfully calculated quote can be submitted.

● Pricing Date – A hidden field, also available in internal pricing.
● Pricing Procedure
● Total (Gross)
On the detailed tab of the sales quote Products tab, the following fields are displayed:
● Product Pricing – Displays the pricing overview for the selected Product.
● Total Pricing – Displays the pricing overview for the complete sales quote.
● Adjusted Item Price – Considers item and header price elements
● Adjusted Item Value – Considers item and header price element times requested quantity.
Note
Fields List Price and Product Discount (%) are not available in the product table for external pricing.
Follow-up Documents
You have an integration with an external system, process your sales orders, and can capture the references to the
follow-up documents in the quote. Navigate to Sales Documents External Follow-Up Documents .
If you have scoped external pricing, adapt and translate the condition types and pricing procedures from the
external system to your own needs in the External Pricing fine-tune activity.
Also, set the External Pricing checkbox for the corresponding sales quote document types.
Assignment to External Pricing
If your solution includes integration to an external system and you've chosen to enable external pricing, you can
configure the external price elements at the item and header levels for sales quotes to provide quick access to view
and edit the pricing data. By configuring these elements, you can also remove the Product Pricing and Total Pricing
tabs from the Products tab of the sales quote. Execute these steps to define the configuration:
1. In the fine tuning, go to External Pricing Labeling External Pricing Elements .

2. Enter the Description for the price elements you plan to use and save your entries.
3. Go to the fine-tuning activity External Pricing Assignments of External Pricing Elements

4. Add a row for each element you want to assign and select the relevant parameters for each.
You can either choose or leave blank the Pricing Procedure for a particular element. If you leave it blank, users
can edit that price element directly in the sales document without first having to trigger the action to Request
Pricing from the external system.
3.6.4.1 Configure External Pricing Call
Administrators can learn about external pricing call configuration to retrieve the complete pricing result from SAP
on premise systems to your cloud solution.
If external pricing is selected, a synchronous call is required to retrieve the complete pricing result from the SAP on
premise system to your cloud solution. Replicated sales documents also require a synchronous pricing update
once the sales document is updated during save.
If the document was previously replicate, with this configuration, you can disable the synchronous pricing call to
the system,. In addition, you can disable the synchronous call completely, which is also valid for quotes created in
your cloud solution. For both configuration options, the pricing status is calculated successfully through the
asynchronous call from the external system. The user can still trigger pricing synchronously by clicking the
asynchronous call action.
To configure external pricing call, go to fine-tuning activity Sales Quotes Document Types .
Asynchronous pricing does not expose Credit Limit, Credit Exposure Amount, or Credit Exceeding Amount. If
pricing simulation was triggered in the system once for that corresponding pricing procedure, you can add
conditions on header and item level. Pricing elements exposed to the item and header are also supported for
asynchronous pricing.
3.6.5 Available to Promise (ATP) Check
Learn about the Available to Promise (ATP) check.
ATP, also referred to as product availability, is the projection of future material stock availability based on the rules
in SAP ERP.
From a sales quote, users click Actions Request External Pricing and the system returns an ATP (Available
To Promise) result from the on premise SAP ERP system.
Remember
The confirmation is non binding based on the Requested Date (header date copied to items).
The simulated delivery schedule is displayed and the delivery dates are included in the output message, but not
part of the standard print form.
If the product availability quantity and delivery date are not displayed in product table, add them by going to the
adapt or personalization mode.

3.6.6 Use Free Goods Determination
Simulate or transfer an order from SAP ERP to view the free goods that are available. With external pricing, you can
also trigger free goods determination.
When you simulate or transfer an order, you see the available free goods. If you change products or product
quantities in a sales order, free good items are removed and you must simulate or transfer the order again. Free
goods determination supports both exclusive (for example, buy ten and get one free) and inclusive (for example,
buy 10 and pay only 9) procedures.
Note
Free good information is read-only and edits are not possible.
3.6.7 View the Bill of Material Explosion
When you simulate or transfer an order, you can view the multi level bill of materials (BoM) explosion from SAP
ERP/CRM.
Note
Price or quantity adjustments for a BoM are only supported on the header item.
3.6.8 Product Substitution
Use product substitution to automatically replace one product that you enter with another one when processing a
sales quote.
Administrators customize product substitutions in SAP ERP systems.
When users view a sales quote with product substitution, the Original Product field displays the exchanged
product. Using external pricing call, replaced products are substituted. For example, a substitution is displayed if
the initial product entered is out-of-stock.
3.7 Sales Quotes Reporting
If configured by your administrator, the following standard reports are provided for sales quotes under Analysis
Reports in HTML5:
● Sales Quote Volume: Shows the values in sales quotes. By default, the net values for the current year are
displayed.

● Sales Quote Volume by Account: Shows the values in sales quotes. By default, the net values for the current
year are displayed.
3.8 Maintain Sales Quotes Offline
You work with sales quotes in offline mode with in a limited scope.
Here are useful details for working with sales quotes in offline mode. In offline mode, you can:
● Create, edit, and copy sales quotes.

● Add, edit, and display products, involved parties, attachments (header), and activities.
● View related sales quotes in accounts, individual customer, and contacts.
● View all pricing details generated online from external pricing resulting for sales quotes.
3.8.1 Use Offline Sales Quote Discounts
You can derive estimated prices and provide manual discounts in offline mode to your added products.
3.9 Sales Quotes FAQ
Having trouble using sales quotes? Check this list of questions and answers for help.
3.9.1 How do I version a quote?
Use versioning to keep the existing version numbering and track the referenced quote.
You can create follow-up sales quotes from a sales quote in the Sales Documents tab of a quote.
When using sales quote versioning, you copy one version to another to keep the existing version and track the
referenced quote. You can also copy a quote by navigating to the quote header and selecting Copy. This action
does not keep a quote references.
Note
Changes done in the same quote can be tracked partly in the Changes section or in the quote history shown in
the Output section.
You can also create follow-up sales quotes from a sales quote in the Sales Documents tab. This follow-up action
allows you to copy one version to another to keep the existing version and track the referenced sales quote. You

can also copy a quote, but a copy does not retain the reference to the source sales quote. In any case, the output
history allows you to view the versions send to the customer.
3.9.2 How are dates used in sales quotes?
Explore details on dates in sales quotes.
The field Date refers to the creation date of the quote. The date is displayed on the print out, is the relevant date for
sales quote volume reporting, and is used to derive the Pricing Date. Additionally, there is a Requested Date, which
can be defaulted using the fine-tuning activity Date Profiles.
3.9.3 Which currency gets defaulted for a sales quote?
Learn how the solution works with currencies for sales quotes.
The currency defaults from the sales data of the account master record. If no currency is maintained for accounts,
the system takes the sales organization currency from the organizational structure (if applicable). Otherwise, it
selects the company currency maintained in the organizational model, which is derived from the sales unit in the
sales quote
Note
Currency, a hidden field, can be changed in the quote by a user.
Remember
Internal pricing requires a currency conversion, which can be maintained in Products under the common task
Exchange Rates for Currencies. If SAP ERP integration is set up, you can replicate exchange rates from SAP ERP
to SAP Hybris Cloud for Customer.
3.9.4 How can I default the output settings?
Learn how to set default output settings so that quotes are sent to the desired output.
To send sales quotes to customers and prospects using e-mail, you can set default output settings, for example,
from print to e-mail.
Navigate to Administrator Channel Output Selection .

3.9.5 How do you replicate sales quotes to SAP ERP?
Learn about replicating and editing sales quotes to and from SAP ERP, which is only supported with external
pricing.
On a sales quote with replication document, the following statuses are available:
● Transfer Status: Not Started, is In Process, Finished

● Reference Status (Follow-up Order created): Not Started, In Process (corresponding to Partially Referenced in
ERP, Finished)
● Cancellation Status: Canceled, Not Canceled, Partially Canceled)
Key users can trigger follow-up sales order in SAP ERP for quotes that are replicated bidirectionally in SAP ERP or
SAP CRM.
A PDF print of the sales quote (derived in SAP ERP) can be accessed in the document flow.
Note
Transfer Logs allows you to view details on interrupted transfers and to revoke the transfer of data.

4 Sales Orders
SAP Hybris Cloud for Customer can help you reflect and record sales interactions around quotes and orders.
In sales, you have a list of products you want to sell. If you also have a list of customers who are interested in those
products, you can take your first steps toward making a sale.
To start, you should have your products in your SAP Hybris Cloud for Customer solution. You can either add them
all at once or you can add new ones into the solution as you add them to your product line. You can add details,
including prices and discounts for certain products.
As you start to get prospective customers interested in your products, you can offer them a quote. You can reuse
most of the information from an existing opportunity in the quote, which saves you time and typing. You select the
products the customer is interested in and maybe add a couple of cross-selling products or products from a
product list tailored to that customer.
When you've defined your products, you can run pricing. Pricing either runs in SAP Hybris Cloud for Customer
directly or you can use the pricing engine in SAP ERP system. External pricing can trigger an availability check, so
you know at this point whether the requested items are available.

124 PUBLIC Sales Orders
If the quote requires approval, you can submit it for approval right in the system. After the quote is approved, it is
submitted to the customer in PDF format. If the customer does not accept the quote, you can either change it and
resubmit it to the customer, or indicate that the quote was lost. If the customer accepts the quote, you can
indicate that the quote was won.
You can create a sales order right from the quote, which copies all the details from the quote and completes the
quote. You can also create orders directly in the solution from a customer visit. Alternatively, you can create the
order as a follow-up document in SAP ERP or directly in SAP Hybris Cloud for Customer. If you have integrated
SAP ERP, you can run pricing, a product availability check, and credit limit check. Sales orders created in SAP
Hybris Cloud for Customer can be replicated into your integrated SAP ERP system, and sales orders created in
SAP ERP can be replicated to SAP Hybris Cloud for Customer.
Order information, including delivery and invoice information, is carried through to other areas in SAP ERP and in
SAP Hybris Cloud for Customer, such as the 360 overview, so you can see it at a glance.
4.1 Scope and Configure Sales Orders
Administrators can configure sales orders using scoping, scoping questions, and fine-tuning activities.
4.1.1 Configure Pricing Date
Administrators can set the default Pricing Date to use in new Sales Orders and copied Sales Orders.
To ensure accurate pricing data when creating and copying Sales Orders, Administrators can configure what date
to use as the default Pricing Date in a Sales Order. Choose how each type of Sales Order will be configured based
on the following four options:
● (Current) Date
○ New Sales Order Pricing Date defaults to the current date
○ Copied Sales Order Pricing Date defaults to the Pricing Date from the original Sales Order
● (Current) Date Included in Copy
○ New Sales Order Pricing Date defaults to the current date
○ Copied Sales Order Pricing Date defaults to the current date
○ New Sales Order Pricing Date defaults to the Requested Date from the header
○ Copied Sales Order Pricing Date defaults to the Pricing Date from the original Sales Order
● Requested Date (Header) Included in Copy
○ New Sales Order Pricing Date defaults to the Requested Date from the header
○ Copied Sales Order Pricing Date defaults to the Requested Date from the header
Administrators can go to Business Configuration Implementation Projects Your Project Open Activity List
Fine Tune Sales Orders Maintain Document Types to choose the configuration for each type of document.

Sales Orders PUBLIC 125
Example
If today is March 5th and you are copying an existing order with a pricing date of March 1st, the default Pricing
Dates for each setting are:
Pricing Date Configuration Example
(Current) Date (Current) Date In Requested Date Requested Date

cluded In Copy (Header) (Header) Included In
Copy
New Sales Order De March 5th March 5th March 7th March 7th
fault Pricing Date
Copied Sales Order March 1st March 5th March 1st March 7th
Default Pricing Date
4.1.2 Configure Block Assignment
Procedure
Accounts .
document types.
Note
system.

4.1.3 Configure External Pricing
Administrators can configure external pricing components.
In this activity, you can add configurable price components to the product table to enable user to manually add
some price components from ERP and map them here directly to document types. Go to Business Configuration
Implementation Projects Your Project Open Activity List Fine Tune External Pricing and define the
following:
● Labeling External Pricing Elements

In this activity, you can assign labels to standard pricing elements.
● Assignments of External Pricing Elements
In this step, you can assign pricing procedures and condition types the pricing elements. You enable the
following with these assignments:
○ The Products table displays the corresponding fields associated with the pricing procedures.
○ The Product Pricing table displays the conditions (mapped to the pricing element) per product item.
○ The Total Pricing table displays the conditions (mapped to the pricing element) for the complete sales
order.
4.1.4 Configure Internal Sales Order Pricing
Administrators can configure pricing options for internal orders.
Go to Business Configuration Implementation Projects Your Project Open Activity List Fine Tune
Configure Price Strategy Configure Pricing Procedure to set your pricing options.
4.1.5 Configure Approval Process for Sales Orders
Administrators can configure approval processes for sales orders.
Approval for Sales Orders to define your approval tasks.
4.1.6 Configure Sales Order Approval Via E-Mail

encrypted e-mails.
in e-mail question.

campaigns?

Opportunities
for opportunities?

Note
fined criteria.
Quotes
sales quotes?

Request Management
Do you want to
fulfilled?

Management


Note
ria.

contracts?
for e-mails?
4.1.7 Configure E-Mail and Fax Settings for E-Mail Notifications
and Fax Settings
4.1.8 Configure S/MIME for E-Mail Notifications
Context

Procedure

follows:

4.2 Create Sales Orders
You can use SAP Hybris Cloud for Customer to enter your orders, confirm them when you receive accurate pricing
and availability information, and transfer them to the ERP system for future processing.
Orders can be created in the following ways:
● As a follow-up to a visit, sales quote, opportunity

● Directly from the quick create icon on the home screen or the sales order view under sales tab.
● Copying an existing sales order
Caution
You will notice a decreased system performance when working with sales quotes or sales orders exceeding 500
products. Adding products to the sales document affects the performance of all item-related functions, such as
pricing, output, or transfer to external systems.
Sales Order Types [page 131]

Depending on your system setup, you have different types of sales orders.
Add Products to a Sales Order [page 131]

Select products to add to your sales order based on previous orders, product lists, and product proposals.
Block Sales Orders Based on Account Blocks [page 138]

Block specific accounts from creating sales orders.
Determine Involved Parties for Sales Orders [page 139]

Determine involved parties for sales orders using party roles and the applicable determination rules.
Sales Order Details [page 139]

View the details of a sales order and related activities.

Use pre-defined settings to encourage cross, up, and down selling when creating sales orders.
Use Internal Sales Order Pricing [page 144]

For simple pricing needs, use internal pricing by maintaining price lists and customer-specific price lists,
along with discount lists and a single pricing procedure.
Create Sales Orders and Sales Quotes as Follow-Up Documents [page 144]
Create a sales order or sales quote as a follow-up document from a sales order.
4.2.1 Sales Order Types

Depending on your system setup, you have different types of sales orders.
● External and Internal

This is the default mode and allows sales order creation and bi-directional transfer of sales orders between the
cloud solution and SAP ERP.
● External Only
This mode supports Display Only of sales orders that are created in external system and displayed in the
cloud solution.
● Internal Only
These orders only exist within SAP Hybris Cloud for Customer and do not support the Simulate and Transfer
features or the use of SAP ERP. The orders of this type can only be previewed, printed and sent by e-mail.
You can edit orders in the SAP Hybris Cloud for Customer system as long as they are not in completed or canceled
status.
Note
For orders created with ERP, additional rules may apply.
4.2.2 Add Products to a Sales Order

Select products to add to your sales order based on previous orders, product lists, and product proposals.
When you create an order from within a visit or an account, the initial form data is prepopulated with information
(such as relationships, sales org data, payment terms, and so on) from that visit/account.
Sales order also supports search and add by Barcode Scanning, using the device camera or certain external
devices, for a speedy order capture.
4.2.2.1 Quick Add Products to Sales Orders

Optimize the order entry process.
When create a new sales order, select Add Product. The Add Product screen may be pre-populated with products
via automatic proposals, if configured by your administrator. Additionally, it offers product selection with a quick

product search help and mass product additions via options such as Product Lists, All Products, Past Orders and
Promotions.
Click the Products tab and then click More to find these options:
● Add From All Products: In this option, all products in different product categories valid for the sales area in the
sales order are displayed for selection.
● Add from Product List: This option includes groupings of products valid for the account if enabled by your
administrator.
● Add from Promotions: In this option, all products from valid promotions are displayed for selection.
● Add from Past Orders: This option allows you to choose products from historical orders placed for that
particular account or by you. The past orders are split by the different query variants available.
● My Past Orders displays the list of all past orders created by you. The Account Sales Orders option displays list
of all sales orders for the given account. The My Past Orders for Account option displays list of all sales orders
created by you for the given account.
● Quick Add Products: You can do a quick search for products using the search help field on the top. This field
enables you to quickly add products by entering the ID of the product.
Note
These options are available even after you have saved a sales order. From within an existing sales order, you can
access this screen by selecting Quick Add Products under Products.
4.2.2.2 Copy of Product Line Item in Sales Orders
Use the copy action to copy an entire line item in a sales order.
4.2.2.3 Set a Minimum Item Order Quantity
If you’ve set a minimum order quantity for a product, the system validates the quantity and displays an error
message if the minimum quantity hasn’t been met. For products with multiple units of measure, you can set a
quantity conversion to ensure that the minimum order quantity check is still valid for each unit of measure.
Note

4.2.2.4 Set Quantity Conversions for Minimum Order
Quantities
Automate quantity conversions for minimum order quantities in sales orders.
If you’ve set a Minimum Order Quantity for a product, the system validates the quantity and displays an error
message if the minimum quantity hasn’t been met. For products with multiple Units of Measure, you can set a
Quantity Conversion to ensure that the minimum order quantity check is still valid for each Units of Measure.
Quantity conversions are also calculated when offfline.
Example
● If the Minimum Order Quantity = 22 each
● And the Quantity Conversion is 1 batch = 10 each
● Then the Minimum Order Quantity with Quantity Conversion = 22 each or 3 batches.
4.2.2.5 Calculate Quantity
This summary can help identify potential upselling opportunities if a specific quantity needs to be met for a
promotion.

Related Information
4.2.2.6 Use Item Types in Sales Orders
Item types allow you to process items based on SAP ERP logic for external pricing and integration.
You can use item types to apply manual discounts to internal and external orders.
4.2.2.7 Configure Item Types
Administrators can define the item types in a fine-tuning activity.
Administrators can go to Business Configuration Implementation Projects Your Project Open Activity List
Fine Tune Sales Orders Maintain Item Types to choose the configuration for each item type.
4.2.2.8 Set a Product List Sequence for Sales Orders
Define a sequence for products in Product List that is applied in a Sales Order.
Context
You can choose the sequence in which products are displayed in a Product List. The sequence that you choose in
your Product List is applied to the list of products in a Sales Order. When adding products to an order, use Quick
Add Products then Add From Product List to use this feature.
When you add products to a Sales Order from multiple Product Lists, the sequence of the products in each list is
reflected in your Sales Order. Each item is given new sequence values in the order to reflect this sequence. The
sequence of the Product Lists in the Quick Add Products screen is also reflected in your Sales Order when adding
multiple products from multiple Product Lists at the same time.
Tip
If you want products from individual Product Lists to show up in a specific sequence in your order, add products
from one Product List at a time using the Add Products. For example, when you select products from List A and
click Add Product, and do the same for Product List B, C, and D, in your order you see orders from List A in their
set sequence followed by items from List B, C, and D in their set sequence.

Note
Products in the Quick Add Products screen appear in reversed order. Once you save and open your order,
products are listed in the correct order.
Procedure
1. Open a Product List, and under Proposed Products, add the hidden field Sequence to view the sequence
values.
2. Go to More and select Renumber to edit your sequence.
3. Enter any numerical value in the Sequence column.
4. Once you’ve saved the new values, the system automatically reorders the list based on the number values in
this column.
4.2.2.9 Retain Product Sequence from Past Orders When

Using the Quick Add Products Screen
When you add products from past sales orders, the sequence of products is reflected in the new order.
When you add products to a sales order from past orders in the quick add products screen, the sequence of the
products within the past order is retained in the new sales order. If you add products from multiple orders, the
sequence within each order is retained in the new order.

Example
In the quick add products screen, the past orders are listed by creation date, with the latest products first. In
your past orders, you have past order A, past order B, and past order C. You add three products from past order
A, four products from past order B, and two products from past order C. In your new sales order, the three
products from past order A will be listed in the same sequence set for the past order, followed by the four
products from past order B in the same sequence set for the past order, followed by the two products from past
order C in the same sequence set for the past order.
4.2.2.10 Select Multiple Products Assigned to the Same GTIN
Select from different products assigned to the same GTIN.
For scenarios where multiple products are assigned to the same GTIN, it is possible to select from a list of products
that share the same GTIN. This is valid for order entry using barcode scanning or while searching for products
using GTIN. To avoid a GTIN conflict, you can now select one product from the list of products with the same GTIN.
Similarly, when searching for products, the system displays a list of products that matches the GTIN; you can
select one product from the results list.
4.2.2.11 Use Combined Lists to Add Products from Multiple

Product Lists or Promotions
Search across all product lists or promotions for an account.
When you click Combined Lists in the order entry screen, you can select the appropriate category for Product Lists
or Promotions. In the search results, the products are listed along with the name of product list or promotion.
Note
1. A product appears only once in the search results even if it is assigned to multiple product lists or
promotions.
2. This feature is available both in online and offline.

4.2.2.12 Use Automatic Product Proposals
Learn about automatic product proposals in product lists.
When your administrator creates products and defines Automatic Proposal when creating new product lists,
products are automatically added to the sales document including the proposed product quantity.
Automatic proposals are defined per validity for all accounts or based on individual customers (including account
hierarchy) assignments. In addition, sales areas, territories, and target groups can be defined in automatic
proposals .
When users create sales transactions such as quotes, products may be automatically defaulted. For example,
product catalogs, product catalogs would be included in the quote transaction.
4.2.2.13 Apply Promotions in Sales Orders
Promotional products are applied within a sales order.
Procedure
1. When adding products to a sales order, select the Promotions tab to see the promotions available for the
customer account.
2. Choose which products you’d like to add, enter a quantity, and add them to your sales order.
3. Save the order and retreive pricing. Once the sales order is saved, and sent to retrieve pricing, the promotional
pricing gets applied.

Note
You only see promotions with Released status in the Sales Order tab.
4.2.3 Block Sales Orders Based on Account Blocks
Block specific accounts from creating sales orders.
If accounts have been blocked, you cannot create a sales order for those accounts. If you try to create a quote or
order, an error message with the order block reason is displayed.
4.2.3.1 Configure Block Assignment
Procedure
Accounts .
document types.
Note
system.

4.2.4 Determine Involved Parties for Sales Orders
Determine involved parties for sales orders using party roles and the applicable determination rules.
Use the Involved Parties tab from within a sales order to define party roles. Streamline team assignments and
ensure that business partners are correctly assigned to business documents in accordance with your company
needs.
Example
You can create a sales order and add an account as the ship-to party. In this example, the account is the
business partner, and ship-to is the party role. The ship-to account may be a subsidiary of a parent company,
which is a different account. You may have the parent company account as the bill-to party.
4.2.5 Sales Order Details
View the details of a sales order and related activities.
4.2.5.1 View Change History for Sales Orders
View a record of the changes made to a sales order.
In the Changes view within a sales order, you can see detailed information about the changes that have been made
to the order. You can see who made the changes, what the changes were, and when they were made. You can also
use the search fields to find changes made during a specific timeline, changes made by a specific user, or changes
made based on attributes.
4.2.5.2 Search Sales Orders
Quickly find sales orders based on predefined or custom search requirements.
Use the dropdown menu to view predefined categories such as 'My Orders' or 'Orders for My Territories.' You can
enter a specific search term by using the magnifying glass icon that will search the category you've chosen in the
dropdown menu.
Select the filter icon to access the advanced search which includes the option to search by additional attributes.

4.2.5.3 View Activities in Sales Orders
Track all activites related to a sales order in one place.
Manage activities, such as appointments, tasks, phone calls, and e-mails from within a sales order. Activites can be
viewed and created directly from a sales order so you can easily follow-up with your customers.

Activities can also be viewed in the document flow.
4.2.5.4 Add Attachments to Sales Orders
Upload a web link or local file to your sales order.
You can add and delete attachments to your sales orders. Any updates that you make to attachments in the cloud
solution will be reflected in the sales order in the external system and vice-versa.
Note
The graphical signatures that are captured will be stored as attachments in this screen. You can click on the
hyperlink to view the signature.
Related Information
Add Two Signatures to Sales Orders [page 151]

4.2.5.5 Create Follow-Up Ticket for Sales Orders
You can create a ticket from the Tickets view within a sales order or from the More menu in the Products view.
4.2.5.6 View Feed for Sales Order

Get updates on sales orders posted to the feed.
Go to your Feed Settings to configure the types of updates to sales orders you want to see in your feed. You can
follow the changes made to sales orders like owner change or approval.
4.2.5.7 View New Layout for Products and Involved Parties in

Sales Orders
View a vertical split-screen layout for products and involved parties details.
In a sales order under the Products or Involved Parties tab, select to view the master list and item details on
one screen. On the left use the list to easily switch between items. When you select an item in the list, view the
details for the selected item on the right. In the upper-right corner, use the collapse icon to collapse and expand
the list on the left. Close the split-screen view by selecting the X.
Note
Adminstrators can disable this view by going to Adapt Company Settings and selecting the checkbox for
Disable Vertical Split View for Master-Detail in Sales Order. However, after the 1902 release, the vertical split-
screen view will be the default view, and you won't be able to disable it.

4.2.5.8 View History and Status of E-Mails Sent From Sales
Orders
View details such as date sent, recipient, and status of e-mails sent from a sales order.
In a sales order, you can use Actions Send E-Mail to send an e-mail directly from the sales order. Under
Activities Send E-Mail Action History , view all e-mails sent by using this action and the status.
Note
Under Activities for a sales order, the E-Mails section shows the e-mail activities created in reference to the sales
order and any e-mails sent via workflows for notifications. The Send E-Mail Action History only shows e-mails
sent by using Actions Send E-Mail in your SAP Hybris Cloud for Customer system.
4.2.6 Cross, Up, and Down Selling in Sales Orders
Use pre-defined settings to encourage cross, up, and down selling when creating sales orders.
When you create a sales order, you have the opportunity to increase your sales but upselling and cross selling
additional products. You can also help customers transition to new or other products by downselling those that
may be discontinued or unfavorable.
Cross Selling
Use the Recommended Products section in the Products tab of a sales order to quickly added complementary
products to your sales orders when the opportunity presents itself.
Up and Down Selling
In the Products tab of a sales order, an icon next to a product will signify if up or down selling is available for the
product. Use product lists to define up and down selling opportunities.
4.2.6.1 Create Product Lists for Cross, Up, and Down Selling
Learn how to create cross, up, or down selling product lists types, allowing users to select from those products in a
sales quote or sales order.
1. Navigate to Products Product Lists New .

2. Select the Personalize or Adapt menu to modify the screen layout.
3. Click the plus sign (+) to add the Type field and save your changes.
4. Exit the personalization or adaptation mode.
5. Select the product proposal Type such as up, down or cross.
6. Add products by clicking Proposed Products Add and enter a product name or ID.

Note
In the newly created product list, the Required Products tab appears. For other product lists types, addition
tabs may also appear. For example, the Excluded Products tab appears when creating new product
exclusion list types.
7. Choose the type of desired proposed products, for example, Cross Selling, Down Selling, Up Selling.
4.2.7 Use Internal Sales Order Pricing
For simple pricing needs, use internal pricing by maintaining price lists and customer-specific price lists, along with
discount lists and a single pricing procedure.
4.2.7.1 Configure Internal Sales Order Pricing
Administrators can configure pricing options for internal orders.
Configure Price Strategy Configure Pricing Procedure to set your pricing options.
4.2.8 Create Sales Orders and Sales Quotes as Follow-Up

Documents
Create a sales order or sales quote as a follow-up document from a sales order.
A sales order or sales quote must have a consistent status and the pricing calculated successfully status to be
created as a follow-up document.
When you create a sales order as a follow-up document:
● All items are copied including canceled items and text items.
● The header items of the BOM are copied, but not the child items. When an order is then simulated or
transferred, the child items appear.
● Subitems that are text items are copied.

4.3 Integrate Sales Orders with SAP ERP
Integrate your SAP Hybris Cloud for Customer system with SAP ERP to get all pricing, shipping, and delivery
information for external sales orders.
Integration with an ERP system is a prerequisite for running most of the processes for sales orders. The integration
framework is documented in the Prepackaged Integration with SAP ERP guide.
Note
Only integration with SAP ERP is supported in the current release. If a connection has been established with an
on-premise ERP system, then the sales orders that you create will be replicated in the external ERP system.
Note that Transfer is possible only if the pricing status is set to Calculated Successfully. Therefore, you can
transfer only after you have completed the simulation.
The following data is exchanged between the two systems:
● From SAP Hybris Cloud for Customer:

○ Account and description for the account
○ Document type
○ Product and item related data
○ Notes
○ Involved parties
● From SAP ERP:
○ External reference data (External ID or sales order ID in the external system, External Reference and
Description)
○ All header statuses for the sales order including Billing Status, Ext. Overall Status, Credit Status
Cancellation Status and Blocked Status, Rejection Status, etc.
○ for product line items
○ Rejection Status
○ Involved Parties
○ ATP quantity (available quantity as confirmed from external system) and ATP Delivery (scheduled delivery
date confirmed from external system)
○ External notes created in the external system.
Simulate Sales Orders in SAP ERP [page 145]

Provide your customers with accurate pricing and delivery information before confirming an order.
Finalize Sales Orders in SAP ERP [page 149]

Finalize a sales order and send it out for fulfillment, billing, and shipping.
4.3.1 Simulate Sales Orders in SAP ERP
Provide your customers with accurate pricing and delivery information before confirming an order.
Use the simulate action when you want to capture an order and would like accurate pricing (net price, discounts,
and net value), product availability (delivery dates, ATP quantities and ATP type), and statuses (credit and
rejection) information. The action allows the system to simulate the order captured in SAP Hybris Cloud for

Customer in ERP and return with all of the information mentioned above. You can adjust items or quantities in an
order and simulate multiple times before finalizing the order for transfer.
Note
● Before the simulation is triggered, total pricing details are not available and the pricing status of the sales
order is set to Not Calculated. After simulation is complete, the net price is updated in the sales order
header and the pricing status is set appropriately (for example, the pricing status is set to Calculated
Successfully or Calculated with Errors). The total price component details is updated in the Products tab
screen.
● Actions Transfer is disabled if you modify the order after simulate. You will need to simulate again to
be able to transfer the order to external ERP system.
You can find the simulate option on the screen under Actions.
4.3.1.1 Use Free Goods Determination
Simulate or transfer an order from SAP ERP to view the free goods that are available. With external pricing, you can
also trigger free goods determination.
When you simulate or transfer an order, you see the available free goods. If you change products or product
quantities in a sales order, free good items are removed and you must simulate or transfer the order again. Free
goods determination supports both exclusive (for example, buy ten and get one free) and inclusive (for example,
buy 10 and pay only 9) procedures.
Note
Free good information is read-only and edits are not possible.
4.3.1.2 Check Credit Limit
When you simulate or transfer an order, you will see the credit status, credit limit, and credit exposure that has
been defined from the SAP ERP system. If the sales order amount exceeds the customer's limit, you will get a
warning message.
You can use credit status as a part of approval conditions for your sales order.
Related Information

4.3.1.3 View the Bill of Material Explosion
When you simulate or transfer an order, you can view the multi level bill of materials (BoM) explosion from SAP
ERP/CRM.
Note
Price or quantity adjustments for a BoM are only supported on the header item.
4.3.1.4 View Product Substitutions
Get product substitution suggestions for products that are out of stock or discontinued.
Configure the alternate products you want to be substituted for a product in your SAP ERP system. Then, when
you simulate or transfer a sales order, if a product has an alternate product to substitute, you can view it in the
Products tab. You can see the original product as well as the item that is being substituted in its place.
4.3.1.5 View External Pricing Elements
Choose which pricing elements to show in a sales order.
View and edit pricing elements in your sales order. View your pricing procedure in the header of your sales order
and the Product Pricing and Total Pricing in the Products tab.
4.3.1.6 Configure External Pricing
Administrators can configure external pricing components.
In this activity, you can add configurable price components to the product table to enable user to manually add
some price components from ERP and map them here directly to document types. Go to Business Configuration
Implementation Projects Your Project Open Activity List Fine Tune External Pricing and define the
following:
● Labeling External Pricing Elements

In this activity, you can assign labels to standard pricing elements.
● Assignments of External Pricing Elements
In this step, you can assign pricing procedures and condition types the pricing elements. You enable the
following with these assignments:
○ The Products table displays the corresponding fields associated with the pricing procedures.
○ The Product Pricing table displays the conditions (mapped to the pricing element) per product item.
○ The Total Pricing table displays the conditions (mapped to the pricing element) for the complete sales
order.

4.3.1.7 Check Product Availability
View estimated product availability after you have simulated or transferred an order.
In the Products view, under Product Availability, view the estimated ATP (Available To Promise) quantity and
delivery date simulated from SAP ERP.
Fields ATP Quantity and ATP Delivery (Date) in product table can be added through personalization.
4.3.1.8 View Sales Order Statuses
Sales orders can have various statuses generated internally in the cloud solution.
View the different status in the sales order overview.
● Credit Status states if the number of units were exceeded or not or if credit status is relevant for the order.
● Pricing Status is internal to the cloud solution and determines if transfer can be initiated for sales order. The
following pricing statuses are possible for an order:
○ Calculated Successfully: Simulation has been carried out and the data has been successfully read from
ERP system and displayed in the cloud solution
○ Not Calculated: No simulation has yet been initiated for the sales order.
○ Calculated with Error: Simulation has encountered errors .
● Cancellation Status signifies whether or not the order has been cancelled.
● Rejection Status is reflected at both header and item level along with the reason for rejection.
● Delivery Status is displayed for both header and item level along with the ATP delivery and quantity.
4.3.1.9 Simulate Sales Orders Offline
Save your orders first, then simulate or transfer when offline.
When creating an order offline, use the Save and Open action on the item proposal screen to save your order. Then,
to retrieve pricing information, use the Simulate or Transfer actions from the sales order screen.

4.3.1.10 View SAP ERP Messages While Editing Sales Orders
View SAP ERP error messages while editing your sales order to resolve validation issues.
When you simulate a sales order, if SAP ERP finds any issues in the validation or determination for the sales order,
error messages are displayed on the sales order screen. The error messages are displayed until the sales order is
closed. You can view the error messages while you edit the sales order. Then, simulate the order again to refresh
the error messages and check to see if you have resolved the issues.
4.3.2 Finalize Sales Orders in SAP ERP
Finalize a sales order and send it out for fulfillment, billing, and shipping.
After you've simulated an order and are ready to move forward, you'll need to transfer the order to SAP ERP to get
it finalized.

4.3.2.1 View SAP ERP Transfer Status
The transfer status is internal to the cloud solution and helps to identify the sales order sync status with ERP
system.
One of the following values will be displayed as transfer status depending on the status of the sync:
● Not Started - Transfer not yet initiated

● In Process - Transfer initiated but yet to be received in the ERP system
● Finished - Data successfully transferred from cloud solution to ERP system
● Interrupted - Data transfer stopped due to technical error
● Not Relevant - For orders that cannot be transferred to ERP system for technical reasons (for example sales
orders created using prospect accounts)
4.3.2.2 Transfer Sales Orders to SAP ERP

Transfer of an order involves actual creation of the order in ERP and will trigger any follow-up processes configured
in ERP like fulfillment and billing.
Transfer statuses provide you with insight into the sync status of the SAP Hybris Cloud for Customer sales order
with SAP ERP system.
One of the following values will be displayed as transfer status depending on the status of the sync:
● Not Started - Transfer not yet initiated.

● In Process - Transfer initiated but data is being transferred to the ERP system.
● Finished - Data successfully transferred from SAP Hybris Cloud for Customer to ERP system.
● Interrupted - Data transfer stopped due to technical error.
● Not Relevant - For orders that cannot be transferred to ERP system for technical reasons (for example sales
orders created using prospect accounts).
Note
Transfer is possible only if the pricing status is set to Calculated Successfully. Therefore, you can transfer only
after you have completed the simulation.
Click on Actions Transfer to replicate the order you created in SAP Hybris Cloud for Customer to the ERP
system.
4.3.2.3 Finish Sales Orders

The finish action can be used to combine all of the actions of save, simulate and transfer of the order to ERP in a
single click.
Orders can be revised multiple times until all of the order items and the order itself is completed.
Click on Actions Finish to perform a save, simulate and transfer together (if there are no errors in
simulation).

4.4 Complete Sales Orders
Complete sales orders with signatures, approval processes, simulation for external orders, and order summaries.
Add Two Signatures to Sales Orders [page 151]

Capture graphical signatures from both your employee and the buyer in a sales order.

Define an approval process for acceptance of sales orders.
Create a Sales Order Summary [page 156]

Create a summary of your sales order to send to your customers.
View Consistency Status for Sales Orders [page 158]

Use the consistency status to assess your orders.
Complete Internal Sales Orders [page 158]

Quickly complete an internal sales order in your system.
View Document Flow in Sales Orders [page 158]

Document flow shows related transactions such as opportunity or activities.
Flexible Offline Pricing [page 158]

Flexible offline pricing supports multiple fields, price, discount, and surcharge determination.
Use Click-to-Call in Sales Orders [page 160]

In a sales order, under Involved Parties, you can click the phone number link to call the phone number
listed under phone or mobile number.
4.4.1 Add Two Signatures to Sales Orders
Capture graphical signatures from both your employee and the buyer in a sales order.
Context
When you add a graphical signature to your sales order, you have the option to add two types of signatures: Buyer
Signature or Employee Responsible Signature.This feature is available both online and offline
Procedure
1. Open a sales order and go to Actions Sign .

2. From the Party dropdown menu, select Buyer Signature or Employee Responsible Signature.
Note
You can add a total of two graphical signatures, but only one for each type of party. Once you add one type
of signature, the option is removed from the dropdown menu.
3. In the Add Signature dialog, add a signature in the box and select OK.
Results
Once a signature is added, you can view it in the Attachments tab of the sales order. After you've saved one buyer
signature and one employee responsible signature, the Sign option under Actions is disabled.
4.4.2 Define Approval Processes for Sales Orders

Define an approval process for acceptance of sales orders.
Administrators can set different approval processes for sales orders that must be completed in order for the order
to be submitted for processing. A sales order can have multiple levels of approvals and will follow the process the

administrator has defined. Administrators can also set sales orders to be submitted automatically as part of the
sales order approval process.
You can see the approval process, history, and details under the Approvals tab.
To submit an order for approval, go to Actions Submit for Approval or you can choose Withdraw from
Approval if you accidentally submit for approval.
Manager can approve sales orders via email notification or in the Approvals tab in the sales order.
4.4.2.1 Approve Sales Orders Via E-Mail

Sales orders can be approved directly from an e-mail.
A sales order can be approved or sent back for revision from within an e-mail, without having to log into the
system.
E-mail approval requires certificates setup for Outlook and Multipurpose Internet Mail Extensions (MIME)
configuration.

4.4.2.2 Configure Approval Process for Sales Orders
Administrators can configure approval processes for sales orders.
Approval for Sales Orders to define your approval tasks.
4.4.2.3 Configure Sales Order Approval Via E-Mail
encrypted e-mails.
in e-mail question.

campaigns?

Opportunities
for opportunities?

Note
fined criteria.

Quotes
sales quotes?

Request Management
Do you want to
fulfilled?

Management

Note
ria.

contracts?
for e-mails?
4.4.2.4 Configure E-Mail and Fax Settings for E-Mail

Notifications
and Fax Settings

4.4.2.5 Configure S/MIME for E-Mail Notifications
Context
Procedure

follows:

4.4.3 Create a Sales Order Summary
Create a summary of your sales order to send to your customers.

4.4.3.1 View Sales Order Summary
View a summary of your sales order as a PDF.
The sales order summary is displayed in a PDF when you go to Actions Preview . You can view a sales order
summary when you are online and offline. The summary may display different information in online versus offlin
edepending on how your administrator has configured the templates.
4.4.3.2 E-Mail Sales Order Summary
Use Actions E-mail to send the sales order in an e-mail. To use this feature, you will need to configure the
required form templates. For sales orders, form template can be created and is available as part of active
templates under Administrator Business Flexibility Form Template Maintenance .
Select the Sales Order as template group and use Actions Create E-mail Template . Note that you can create
different templates for your requirements.
The Sales Order form template has the following sections for which you can add additional fields: Sales Order ID,
Contact Information, Terms and Conditions, Notes, Table (with columns for Item Product Requirement
Specification and Item Notes), Letter Text and Signature Text.
In the Form Template Selection, select Show Rules for Sales Order and you can specify the Document Type,
Account, Country Code, Customer Group, Sales Unit for which the form template will be valid.
Note
For example, if you specify a document type here, then E-mail action will use the template for all sales orders
with this document type.
4.4.3.3 Set Languages for Sales Order Summaries
The language for your sales order summary is determined by the default set by the customer or, if one is not set,
the default language for your user in the system will be set.
You can choose a different language for the summary from within a sales order. In the sales order Overview find the
field for Language and select a language from the dropdown menu. The languages in this list are determind by the
communication languages your administrator has defined.
Note
Products already entered as items will not change the language output of the product description.

4.4.4 View Consistency Status for Sales Orders
Use the consistency status to assess your orders.
Your SAP Hybris Cloud for Customer system checks to makes sure that functional parameters are met and gives a
consistent or inconsistent status that signifies whether or not sales orders can be completed. Sales orders with an
inconsistent cannot be completed
4.4.5 Complete Internal Sales Orders
Quickly complete an internal sales order in your system.
Use Actions Set as Completed to complete an internal sales order. You do not need to simulate or transfer
internal sales orders.
4.4.6 View Document Flow in Sales Orders
Document flow shows related transactions such as opportunity or activities.
4.4.7 Flexible Offline Pricing
Flexible offline pricing supports multiple fields, price, discount, and surcharge determination.
Reuse existing pricing procedures for supported fields from ERP by simply exporting them from SAP ERP and
uploading them in SAP Hybris Cloud for Customer.

Caution
Lean offline pricing that you may have implemented is deprecated and is supported only until 1805. Once you
have enabled the new flexible offline pricing, the previous lean offline pricing will no longer work.
Note
You need to make sure that your SAP Hybris Cloud for Customer ERP add-on (CODERINT) should be in
CODERINT 6.0 SP26 level or above.
Learn more about setting up flexible offline pricing in the SAP Hybris Cloud for Customer Administrator Guide.
4.4.7.1 Flexible Offline Pricing for Sales Orders
Sales order supports flexible offline pricing.
For the feature to work, the supported fields must be used in defining the pricing procedure. The offline pricing
procedure for a document type should be a subset of the online pricing procedure and have the same name. The
following fields are supported for flexible offline pricing in sales orders:
● Customer
● Products
● Sales Organization
● Distribution Channel
● Division
● Country of Sold-to-Party
● Customer Group of Sold-to-Party
● Incoterms
● Incoterms Location
● Payment Terms
● Material Groups 1-5/Product Groups 1-5 (in SAP Hybris Cloud for Customer)
● Material Group/Product Category (in SAP Hybris Cloud for Customer)
● Account Hierarchy
Note
Offling pricing will only be available after a sales order has been simulated while online for each order type,
pricing procedure, and sales area combination defined in the fine tuning activity under Business
Configuration Implementation Projects Your Project Open Activity List Fine-Tune Offline Pricing Using
External Pricing Determine Pricing Procedure Rules .
Learn more about flexible offline pricing in the SAP Hybris Cloud for Customer Administrator Guide.

4.4.8 Use Click-to-Call in Sales Orders
In a sales order, under Involved Parties, you can click the phone number link to call the phone number listed under
phone or mobile number.
When you click the phone number link, you are taken to the live activity center where you can enter notes and save
your phone call. When you are finished, your phone call is saved in the sales order under Activities Phone
Calls .
Note
Click-to-call is only available in the SAP Fiori Client. The computer telephony integration (CTI) solution must
also be embedded.
4.5 Sales Order Reporting
Following standard reports are provided for sales orders under Analysis Reports in HTML5, if configured by
your administrator.
● Sales Order Item Value by Product Category: Shows the history of the product quantity ordered and the net
amount for the item.
● Sales Order Value by Account: Shows the net amount and the other sales order data.
● Sales Order Value by Month: Shows the net amount and other sales order data.
4.6 Sales Orders Offline
This topic presents the following information about sales orders in offline mode - validations, determinations, fields
and actions supported, and additional information.
Validations and Determinations
Find below the information about sales orders implementation logic for change scenario in offline mode

Overview of Implementation Logic for Sales Orders in Offline Mode
Topic Feature Determination Standard Logic Implementation Logic For

Change Scenario in Offline
Mode
Sales Unit Sales Unit Determination Sales unit from the org If the sales area is modified,
model from the logged in
then the following logic ap
user
plies:
● If sales area is main

tained at the account
level with the changed
sales unit as either Sales
Group or Sales Office,
then the matching sales
area ((Sales organization
+ disttribution channel +
division) is considered.

Mode
Sales Area Sales Area ● Employee Sales Data: ● Employee Sales Data: If
Logged in user's sales the sales organization is
Note Note area assignment is valid for the logged in
If the distribution channel considered. If user is user, defaults the same
The Payment Terms, Inco
and division have been man assigned to more than along with the distribu
terms, Incoterms Location,
ually changed, then these will one sales areas, then tion channel and division.
Currency are determined
not be re-determined after the first sales area as ● Account Sales Data: If
from the sales data of ac the sales organization is
the change of sales organiza signment is consid
count. maintained in the sales
tion. ered.
area of the account, the
● Account Sales Data:
distribution channel and
Validate if the sales
division from the match
Note area maintained at the
ing sales area are de
account level has this
Additionally, the following faulted. If more than one
Sales Unit assigned ei
area also determined using sales area assignments
ther as Sales Group or
sales data: are available, then the
Sales Office. If availa
first sales area is consid
ble, the matching
● Owner : logged in user ered.
Sales Area (sales or
● Primary Contact: Pri ganization + distribu
mary contact of the ac tion channel + divi
count sion) is considered
● Ship-To: The main ship- ● Account Sales Data
to of account is consid
● Sales organization of
ered. If you first enter
the logged in user is
the Ship-to, , then the
considered without de
corresponding Sold-to
faulting the Distribu
(Account) will be deter
tion Channel and Divi
mined.
sion.
● Pricing Date: Current
Date
● Requested Date: Cur
rent Date + 2 Days
● Territory: Territory is de
termined if the account
has a single territory.
Else, a warning message
is displayed to manually
select the territory.

Mode
Product Lists Manual Proposals(Add from All product lists that are
List) valid for today and :
● Active and valid for all

accounts
OR
● Valid for account in
sales order
OR
Account hierarchy (pa
rent accounts) + hier
archy indicator
OR
● Target groups of ac
count and sales area
or sales organization
only or distribution
channel only or divi
sion only and territory
(if exists in sales order)
Auto Proposals All products from the prod

uct lists that are marked for
automatic assignment and
that are:
● Active and valid for

current date.
OR
● Valid for account in
sales order OR (ac
count
● Account Hierarchy
(parent accounts) + hi
erarchy indicator
● OR
● Target groups of ac
count AND sales area
or sales org only or
distribution channel
only or division only
and territory [if exists
in sales order).
Product Categroy Product category All product categories sup

ported for offline orders

Mode
Promotions Promotion determination when Released and valid for cur

a product is added rent date (buying date)
AND:
● Valid for accounts

OR
● Valid for parent ac
count with hierarchy
OR
● Valid for target groups
of account
Promotion Determination When When multiple promotions

Multiple Promotions are Availa are available, the priority is
ble determined as per the se
quence given below:
1. Promotions directly at
account level
2. Promotions at parent
account level
3. Promotions at target
group level
Product UoM The unit of measure at the

sales area level (sales or
ganization + distribution
channel) will be defaulted

Mode
Pricing Pricing is based on replicated ● Base Price or Cus

conditions from ERP system tomer Specific Price
Determination: - The
price added manually
for a newly added
product is considered
as the base price.
● Manual discount con
dition (% and abso
lute) at item level -
This discount condi
tion, when applied,
subtracts the discount
percentage and abso
lute discount from the
net price.
Note
The calculation and
sync of conditions
is based on the as
sumption that the
first two flexible
conditions (PPE1,
PPE2) are mapped
to manual discount
(%) and manual
discount (abso
lute).
Actions in Add Products Action Save Saves the order and re
screens turns to the search list
Action Save and Simulate Saves the order and opens

the order in offline mode
Note
No simulation is per
formed for offline orders

Mode
Validations Following validations are

performed on offline or
ders:
1. Minimum order quan

tity check based on
sales area in products
2. Account blocks check
based on order block
ing reason in account
+ document type from
fine tuning configura-
tion
3. Multiple territory
check and warning
Document Type Possible order document

types will be displayed for
selection. External Only
document types are not
displayed for selection.
Sales Order Detailed View 1. Sales order detailed

view display includes
the tab screens for
Overview, Products
and Involved Parties.
2. Header fields can be
modifed
3. Single product can be
added using the Add
Product.
Past Sales Orders All completed sales orders

for account OR account +
logged in employee OR for
logged in employee
Fields
Information about offline sales orders field level availability is detailed in this topic.

Note
Most of the sales order fields are now also available offline. The fields that have some offline determination have
been listed in the table below.
Create Screens - Field Level Availability Information
Object Header Field Availability Offline Default/Determination Default/Determination

Online Offline
Order Header
Account Y N N
Document Type Y Y Y
Description Y N N
Requested Date Y Y Y
Sales Unit Y Y Y
Distribution Channel Y Y N
External Notes Y N N
Ship-To N Y Y
Pricing Date Y Y Y
Owner Y Y Y
Sales Organization Y Y Y
Territory Y (Disabled) Y NA
Internal Notes Y N N
Division Y N N
Primary Contact Y N Y
External Reference Y N N
Language Y Y N
Currency Y Y N
Add Products
(screen)
Product Y Y Y

Object Header Field Availability Offline Default/Determination Default/Determination
Online Offline
Quantity Y Y N
Product Category Y Y Y
Promotion Y Y Y
Manual Discount % Y N N
(Offline Only)
Manual Discount Y N N
Currency (Offline
Only)
Estimated Price (Off- Y N Y

line Only) - [Price x
quantity - discount%
- discount (cur
rency)]
Extension Scenario Y Y N
Item Type Y N N
UoM Y Y Y
GTIN Y Y N
External Product ID Y Y N
Order Detailed View - Field Level Availability
Tab Section Field Display Edit (direct OR Via Ac

tions OR Via Naviga
tions)
Overview Y Y
Header Fields Account Y Y
Primary Contact Y Y
External ID Y N
External Overall Status Y N
Pricing Status Y N
Credit Status Y N

tions OR Via Naviga
tions)
External Reference Y Y
Description Y Y
Creation Date Y Y
Requested Date Y Y
Cancellation Status Y N
Reason for Rejection Y N
Net Value Y N
Tax Y N
Payment Terms Y Y
Inco Terms Y Y
Inco Terms Location Y Y
Owner Y Y
Sales Unit Y Y
Distribution Channel Y Y
Division Y Y
Products Line Y NA
Product Y NA
Description Y NA
Net Price Y NA
Quantity Y NA
Net Value Y NA
Involved Parties Role Y NA
Name Y NA
Address Y NA
E-mail Y NA

tions OR Via Naviga
tions)
Phone Y NA
Main Y NA
Products (table) Line Item Y NA
Product ID Y Y
Product Description Y Y
Net Price Y Y
Quantity Y NA
Net Value Y Y
Tax Amount Y NA
Product Pricing (table) Price Component Y N
Description Y NA
Status Y N
Manually Added Y N
Amount Y NA
Product Availability Delivery Date Y N

Table
Quantity Y N
ATP Type Y N
Notes External Notes Y N
Internal Notes Y N
Total Pricing (table) Price Component Y NA
Description Y NA
Status Y NA
Manually Added Y N
Price Component Value Y

tions OR Via Naviga
tions)
Involved Parties Involved Parties Role Y N
Name Y N
Address Y N
E-mail Y N
Phone Y N
Main Y Y
Delete Action N Y
Attachments Attachments Title Y N
Type Y N
Changed On Y N
Changed By Y N
Delete Action Y Y
Activities Appointments / Subject Y N

Phone Calls / Tasks
Status Y N
Start Date/Time Y N
Owner Y N
Primary Contact Y N
Tickets Tickets ID Y N
Description Y Y
Relationship Y N
Priority Y N
Status Y N
Created On Y N
Assigned To Y N

tions OR Via Naviga
tions)
Action - New N Y
Action - Guided New N Y
Actions
Find information about the different actions available in offline for Sales Orders
Order Detailed View - Actions Availability
Global/Tab Actions Offline Availability
Global New Y
Preview N
Copy N
Send E-mail N
Submit for Approval Y
Transfer N
Simulate Y
Finish Y
Save Y
Cancel Y
Products All Products Y
Past Orders Y
Product Lists Direct assignment to account or valid for

all accounts.
Promotions Direct assignment to account.
Add Y
In Line Delete Y
Sort Y

Global/Tab Actions Offline Availability
OK Navigates back to the quick create dia

log.
Save and Open Y
Save and Simulate Save the simulated the order and open
the sales order - Product tab screen in
focus.
Finish Triggers the relevant actions when

synced. And after the sync, the other is
no longer editable.
Bar Code Scanner Allows to add products by scanning

based on the GTIN maintained in prod
ucts master data.
Increment Quantity Number maintained allows the adding

that number to the quantity of a product.
Additonal Information
Things to keep in mind as you work with Sales orders.
● You can add products in offline fast order entry using bar code scanning. The following conditions are valid for
bar code scanning:
Note
This feature is available only for extended edition on device.
● ○ If you are using a third-party application for scanning, you can only scan one product at a time. Note that
the app has to be launched each time you need to scan.
○ If you are using an in-built bar code scanner on the device, you can scan multiple products after you
launch the plug-in for this application the first time you use the app.
○ Item category selection : You can change the item category for a line item for orders with maintenance
mode Internal & External.
○ Availability of estimated prices during product selection for offline orders.
○ Configurable Price Elements Mapping for Offline Manual Discount: Mapping between pricing conditions
and configurable price elements (CPE) for enabling offline manual discounts in sales order. A new
configuration under Business Configuration Open Activity List External Pricing Assignment of
External Price Elements for Offline Pricing is available for this feature.
○ Create and Edit Signature Capture: It is possible to create and edit signatures in offline and sync back to
the cloud solution.

4.7 Sales Orders FAQ
Having trouble using Sales Orders? Check this list of questions and answers for help.
4.7.1 How is the sales area determined when creating a sales

order in offline mode?
Sales Area is determined based on the following :
● Logged in Employees' Sales Data OR

● Account Sales Data based on Sales Unit OR
● Account Sales Data OR
● Employee Sales Org only without Distribution Channel and Division.
Note
In case more than one Sales Area is found for an Employee or an Account, then the system recommends the
first one.
4.7.2 Why do I see products pre-populated on the item table

when I create an order?
When the flag for Automatic Proposal is set on a product list, the products are pre-populated into the item proposal
when you initiate an order.
So, the products get automatically proposed by the system. Product Lists are setup this way. The list(s) is
determined based on the account for which the sale order is created.
4.7.3 How is the proposed quantity calculated in a sales order?
Proposed quantities can be maintained for the products in a product list. When you add items from a product list
into an order, you can see these quantities and use them as a reference for ordering.
If there is no proposed quantity maintained for the product, then the product’s minimum ordered quantity is
considered. The minimum ordered quantity is maintained at the sales area level of each product. If the product is
getting added from past order, then the quantity is proposed from the past order.

4.7.4 How are promotions determined when I create a sales
order?
All the active promotions that are valid at the time of the sales order creation and that are also valid for the
selected account are displayed to you at the time of the creation of a sales order.
4.7.5 How do I quickly add more products to an order that has

already been created?
You can quickly add multiple products after saving an order, by going to the Products tab in the sales order and
clicking More Quick Add Products and choosing products from All Products, Past Orders, Product Lists and
Promotions.
. This opens the same screen that you use at the time of initial order entry but with an empty item proposal table.
4.7.6 Can I create a service ticket while working on my order?
Under Products tab in a sales order, for each line item you have the option to create a new follow-up ticket.
4.7.7 Why don’t I see the option to simulate, ftransfer and

finish in my sales order?
Based on which document type has been setup by your administrator for external pricing in the maintenance
mode, you can see or not see the option to Simulate, Transfer and Finish in your sales order.
Only the sales orders whose document type have maintenance mode set as External and Internal have simulate,
transfer and finish under actions menu enabled.

4.7.8 How do I stop sales orders stuck in the transfer process?
Stop the transfer process of a Sales Order so you can delete it.
Context
When a Sales Order is stuck in the transfer process, you can't delete it. The Revoke Transfer action stops the
process and therefore changes its transfer status. Once the order's transfer status is changed to Not Started, you
can delete it. The Revoke Transferoption is available to orders with a transfer status of In Process only.
Procedure
1. Open a Sales Order with a Transfer Status of In Process.

2. Navigate to the Transfer Logs view.
3. Select More and choose Revoke Transfer. The transfer status is set to Not Started and you can delete it.

5 Visits
Companies use visit planning and execution to help sales personnel plan and record site visits and associated
activities.
At your company headquarters, your management team knows that many visits have similarities. There are
certain questions you ask frequently, about product popularity or sales statistics. There are certain things you do,
such as checking the in-store display for correctness or ensuring that any demo products are working properly.
Management captures these standard questions in surveys and the standard activities become tasks.
Management can create rules that add surveys and tasks to the appropriate visits. For example, sales personnel
check in-store displays at every visit for account C, so management routes the in-store display task to all site visits
for account C. When you or your sales manager plan and create visits, some tasks and surveys are assigned
automatically, and you can add other assigned surveys and tasks as appropriate. You can even create your visit
schedule by planning collections of visits called routes. Routes can span one day, a week, or even months.
When you visit the customer site, you can use visit features such as surveys, check-in/check-out, and tasks for
collecting and recording key information in the system. For example, when you check in to the visit, the time, date,
and location can be recorded in the system. As you work through the tasks and survey questions with the
customer, the answers you enter are recorded in the system for this visit.
Often, there are follow-up activities that you must do after the visit, such as ordering a replacement part for a
demonstration product. You can create such activities during the visit and follow up on them afterward. Later,

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management can use tools – such as product audits, sales history, or reporting – to gauge the effectiveness of the
planned visit strategy and adjust it accordingly.
5.1 Scope and Configure Visits
Administrators can configure visits using scoping, scoping questions, and fine-tuning activities.
Recommendation
of the screen.
Implementation Projects Your Project Edit Project Scope Questions Sales Account and Activity
Management Activity Management .
Note
Visits technically function as an appointment activity in the SAP solution.
5.1.1 Enable Visits
To use visits, administrators must add visits to the scope of the project.
Procedure
1. Go to Business Configuration Implementation Projects Your Project Edit Project Scope Scoping
Sales Account and Activity Management Activity Management and check the box.
2. In the Questions step, under Sales Account and Activity Management Activity Management , answer
the questions in the Visits section.
3. Assign the visits work center to the appropriate users or roles.
All colleagues to whom you have assigned the visits work center can create and work with visits and use tools
such as routes and the visit planner.
The visit planner allows them to plan and schedule individual visits and routes. They can also use it to plan
days or weeks of visits at a time, and use templates to save time and increase consistency.

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5.1.2 Enable Surveys
Administrators can add Surveys to your project scope.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Scoping
Questions Sales Account and Activity Management Activity Management and check the box next to the
scoping question for using surveys.
5.1.3 Configure Check-In and Check-Out for Visits
If you want to use check-in and check-out, log on as an administrator and activate it in scoping.
Tip
Decision Point
● Why use check-in and check-out?

○ Check-in and check-out times and dates are recorded, and you can use a report to generate statistics
for visits.
○ In the scoping questions, you can specify that the sales or service representative must complete
mandatory items before checking out.
○ After the sales or service rep checks out, the visit is completed and cannot be changed. It is effectively
checked off the rep’s list.
● Why skip check-in and check-out?
○ The visit can be changed and updated after the sales or service rep leaves the customer site.
○ The rep is not forced to complete mandatory items before leaving the customer site.
Log on as an administrator and go to Business Configuration Implementation Projects Your Project Edit
Project Scope Questions Sales Account and Activity Management Activity Management and answer the
questions for visits.
Tip
Test It!
1. Log on as a user and create a new visit.

2. Access the visit, and check-in and check-out using the buttons.
If the buttons appear, your test is successful.

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5.1.4 Configure Automatic Refresh for Visits
To ensure that users are always looking at updated visits, log on as an administrator and use Refresh Visit as an
action as you define rules in the workflow. This action is available upon creating or saving a visit.
Caution
Performance tradeoff: If you trigger the visit to be refreshed at create or save, the create or save action takes
longer than normal.
5.1.5 Configure Multiple Visit Check-In Prevention
As an administrator, you can set up your SAP solution to prevent users from checking into more than one visit at a
time.
This option only allows visit owners to check in to a visit if they are not checked into any other visits at that time. If
visit owners try to check into a visit when they are still checked in to another one, an error appears. The error lists
the visit ID of the visit that they should check out of first.
Caution
Use the data workbench to ensure that you start with a clean slate (with all visits checked out).
1. Temporarily deactivate any validation steps in scoping.

The data workbench honors any scoping validations, such as the mandatory completion of tasks or surveys
before check-out. If you leave these validations in scope, the system prevents check-out for any visits that
do not meet the validation criteria. Deactivating the validation steps in scoping effectively allows you to
check out of all visits.
2. In the data workbench, on the Export tab, choose object Visits | activity.
3. To find all visits in your SAP solution that are not checked out of, set up these filters:
Select All Visits That Are Still Checked In
Field Condition Value
Check-In Date/Time Greater Than <date that you implemented the SAP
solution>
Check-Out Date/Time Is Initial None
4. Export the resulting list of visits and set them to status Completed.
5. Import the same list of visits that now have status Completed.
6. Reactivate any validation steps in scoping.
For more information about the data workbench, go to the SAP Help Portal at http://help.sap.com, search for
"SAP Hybris Cloud for Customer," and under Integration, choose View All SAP Hybris Cloud for Customer
Data Workbench User Guide .

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Project Scope Questions Sales Account and Activity Management Activity Management .
In the Visits section, for the question about preventing users from checking into multiple visits, select the
checkbox to indicate that you want to use this feature.
5.1.6 Configure Disable Execution Actions Before Visit Check-

In
As an administrator, if you set up this business option, users cannot edit specific visit information until they check
in to the visit. This feature allows you to ensure that execution actions are completed during the visit.
Account and Activity Management Activity Management .
In the Visits section, find the relevant question and select the checkbox to indicate that you want to use this
feature.
5.1.7 Configure "Create New Visit?" Prompt at Checkout

Administrators can disable the “Create New Visit?” prompt when users check out from a visit.
To disable this prompt, go to Business Configuration Implementation Projects Your Project Edit Project
Scope Questions Sales Account and Activity Management Activity Management .
Under Visits, answer the question about disabling the checkout prompt.
5.1.8 Configure Mandatory Completion of Tasks and Surveys at

Check-Out
This business option lets you enforce the mandatory settings for surveys and tasks. If you use this option, your
sales or service representatives must complete all the mandatory items within a visit before they can close the
visit.
Project Scope Questions Sales Account and Activity Management Activity Management and in the Visits
section, answer the question related to this option.
5.1.9 Configure Time Window for Visits

When visits are created, all automatically assigned surveys or tasks are added immediately. Alternatively, you can
choose to limit the amount of automatic assignments by limiting how far in the future the system should add

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surveys or tasks to visits. For example, if you define a window of 5 days, the system adds surveys and tasks to only
those visits that fall within the next 5 days.
Log on as the administrator and go to Business Configuration Implementation Projects Your Project Open
Activity List Fine-Tune and add Define Time Window to Add Surveys/Tasks to Visits to your project.
Open this business object and enter the number of days that you want the system to look ahead when it adds
automatically assigned tasks and surveys to visits.
5.1.10 Configure a Default Organizational Unit at Creation of

Routing Rules and Activity Plans
If users are assigned to only one organizational unit, administrators can make that organizational unit appear as a
default when they create routing rules and activity plans.
Account and Activity Management Activity Management and under Activity Planner, answer the questions for
the default organizational unit appropriately.
5.1.11 Enable Imaging Intelligence
As an administrator, before you set up imaging intelligence, add it to the scope of your project and enable it.
Note
Prerequisite
You have purchased SAP Hybris Cloud for Customer Imaging Intelligence.
Account and Activity Management Activity Management and check the box.
In the Questions step, under Sales Account and Activity Management Activity Management , in the Visits
section, select the checkbox to enable image recognition in your SAP solution.

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5.1.12 Configure Imaging Intelligence
Administrators can upload product images and planograms so that imaging intelligence can compare them to
actual shelf images.
Prerequisites
Context
Log on as an administrator and go to Administrator Sales and Campaign Settings Open Planocheck
Administrator .
Procedure
1. Upload product images by choosing Ricoh Batch Upload.

1. Upload metadata as a CSV file.
2. Upload images in ZIP files.
The data and images become the baseline for each product that imaging intelligence uses for comparing with
items on actual shelves.
2. On the Planograms tab, use the button to upload your planograms in .xls or .xlsx format.
When you upload planograms, they have status Created, which means that Ricoh is analyzing them. When the
analysis is complete, the planograms have status OK.
3. When the planogram reaches status OK, edit it to add the following information:
1. Attach Stores
Add each store in which you want to use this planogram.
2. Activate it to replace any previous versions.
3. Update it to save your changes.
4. On the Manufacturers tab, add manufacturers.
On the screen that appears, enter the required information:
1. Enter the manufacturer's name.
2. Enter the manufacturer's code, which is the first 8 numbers of the UPC code for that manufacturer.
3. Under Customer, make the appropriate setting:
○ True means that you want to display corrective actions for this manufacturer's products
○ False means that you do not want to display corrective actions for this manufacturer's products

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5.1.13 Configure Outport Navigation at Visit Level
Administrators can use outport navigation to link a visit ID, account name, or account ID to a URL.
External solutions, such as reporting tools, need certain information to open a specific visit in a relevant context.
You can link a visit ID, account name, or account ID to a URL by using outport navigation. When the external
solution consumes the URL, the visit ID, account name, or account ID is included.
To use this feature, simply include the visit ID, account name, or account ID in the URL.
5.1.14 Configure - Extract and Archive Visit Data
Customers with large volumes of data can use a web service to define data within a certain date range, extract it,
and then archive it.
Your SAP solution limits the numbers of visits and its tasks or surveys, in each tenant, to a maximum of 150 million
records. When this maximum number is exceeded, your SAP solution marks the oldest data in your system for
deletion. Data marked for deletion is kept in the system for 45 days, after which it is permanently deleted. You can
proactively archive some of your data periodically using a web service to schedule extraction of a specified date
range’s data. Using OData services, you can extract data from your SAP solution into a target system for archiving,
such as SAP BW.
5.2 Prepare for Visits
Before you visit a customer site, make sure that you have all the information you need, and that it is up to date.
Customer site visits are a part of creating and keeping good relationships with customers. They can also be a way
to discuss, run, and monitor marketing activities, such as campaigns. You can use tools such as tasks, surveys,
and campaigns to gather and record information from each customer visit.
Create or View Visits [page 184]

Creating a visit or opening an existing one is the first step in capturing information on a customer site visit.
Add To-Do List to Visits [page 189]

You can add items such as tasks or surveys to help you document your visit.
Record Contacts at Visits [page 193]

Record who you spoke to or interacted with during the visit.
5.2.1 Create or View Visits
On the Visits tab, you can open an existing visit or create a new one. You can also create or view visits from your
calendar.

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You can create individual visits or link them together in a route.
Open this video in a new window
Related Information
Plan Visits Using Routes [page 219]

Configure Maps [page 318]
5.2.1.1 Configure Time Window for Visits
5.2.1.2 Use Territory Information
If you use territory management, you can add a field for sales territory to visits, and use sales territory information
in advanced searches of visits.
Territory fields are hidden. Personalize the relevant screen to use them. Additionally, when you realign territories,
visits assigned to those territories are updated accordingly.
5.2.1.3 Configure Outport Navigation at Visit Level

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5.2.1.4 Attachments Indicator
Use the attachments indicator to see at a glance whether an activity or visit has attachments.
In calendar items (appointments and visits) and in overview lists for all activities, you'll find an attachments
indicator. When you see the indicator, go to the Attachments tab in that item to open the attachment.
Note
Attachments to subitems, such as attachments to surveys or tasks in an activity or visit, do not activate this
indicator. It only indicates items attached directly to the activity.

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5.2.1.5 Add or Edit Involved Parties in Activities or Visits
When you add or edit involved parties in activities or visits, you can see and edit any extension fields that your
administrator has added for accounts, contacts, attendees, and other parties.
5.2.1.6 Configure - Add Account, Contact, or Employee Info

to Involved Party Elements
For more transparency about participants who are involved in activities or visits, administrators can add extension
fields from account, contact, and employee headers to any involved party element.
Context
You can include details relevant to the account or user for easy reference when viewing the parties involved for a
specific activity or visit. You can enable this feature like this:
Procedure
1. Decide on an extension field from the account, contact, or employee header that you want to see in an involved
party element.
2. Log on as an administrator and create or edit that extension field in the account, contact, or employee header.
3. On the Extension Scenarios tab, enable scenario Business Partner – General Information to Activity – Party.
4. Go to an involved party element (tab or table) in an activity or visit. When you adapt that element, you can add
the extension field that you enabled.

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5.2.1.7 Configure Messages
As an administrator, you can streamline the user experience for your users by customizing the severity of some
default system messages, or deciding to suppress them altogether.
To customize messages for different item types in your SAP solution, such as activities or opportunities, go to
Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune <Item
Type> Messages for <Item> Message Severity Configuration for <Item> .
5.2.2 Add To-Do List to Visits
You can add items such as tasks or surveys to help you document your visit.
Note
Your administrator may have set up your system to allow you to change a visit only when you have checked in. If
that is the case, you may not be able to make any changes until you check in to the visit.
Tasks and surveys may be predefined in activity plans by your system administrator, and may include general
checklists, industry-specific surveys, or recommended tasks to complete while you are on site. Your administrator
may also assign them to visits automatically. You can also add other existing surveys or tasks to a visit, or even
create a new survey or task to complete during the visit.
5.2.2.1 Configure Disable Execution Actions Before Visit

Check-In
As an administrator, if you set up this business option, users cannot edit specific visit information until they check
in to the visit. This feature allows you to ensure that execution actions are completed during the visit.
Account and Activity Management Activity Management .
In the Visits section, find the relevant question and select the checkbox to indicate that you want to use this
feature.

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5.2.2.2 Add Surveys or Tasks to Visits Manually
You can add surveys or tasks to your visits manually, if necessary.
Procedure
1. Open one of your visits or create a new one.
You can also create visits right from your calendar.

2. Add surveys or tasks.
Your administrator may have used routing rules to add certain surveys and tasks to your visits automatically,
depending on account or other criteria.
You can also add surveys or tasks. To add standard surveys, choose Surveys Add . To add standard
tasks, choose Tasks Add .
Surveys and tasks are usually created by administrators, but they may also be created by sales managers. All
surveys and tasks are routed using certain rules. If you do not find the survey you expected to see in the list,
ask the person who created the surveys to ensure that the routing rules were set up properly.
If there are other tasks you want to record during a visit, you can also create a task on the fly under Actions
New .
5.2.2.3 Assign Surveys and Tasks Automatically
Administrators can use routing rules to ensure that the right surveys appear in the right visits, increasing the
chances that salespeople have efficient and complete customer site visits.
You can use activity planning and routing to assign activity plans and the surveys they contain to new visits that
meet the criteria automatically.
Related Information
Activity Planning and Routing [page 466]
5.2.2.4 Assign Activity Plans to Accounts Directly
You can use the Accounts tab to assign activity plans to accounts or account target groups directly.
It is no longer necessary to use conditions to assign accounts to routing rules. Just assign them directly by using
the Accounts tab.

190 PUBLIC Visits
Note
Any conditions in the routing rule only apply to the assigned accounts.
5.2.2.5 Transparency for Routing Rules and Activity Plans
When you plan routes and create routing rules, sometimes it's difficult to know where you used which routing rule
or activity plan.
Routing rules and activity plans are cross-referenced with the Routing Rule field in the activity plan and the Activity
Plan field in the routing rule. Just add these fields and you can search and sort based on the routing rule or activity
plan. You can use the information in these fields to easily determine which routing rules are used where, and which
activity plans contain a certain routing rule.
5.2.2.6 Refresh Visits
Before you leave for the visit, prepare for it by refreshing the tasks and surveys.
Sometimes your administrator adds tasks or surveys to an existing activity plan. Before you go on a visit, you can
update the tasks and surveys, so you know that you are working with the latest data. Update your visits in one of
these ways:
● From the list of visits, select one or more visits that you want to update, and choose Actions Refresh
Selected Visits .
● Open a visit and choose Actions Refresh Visit .

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5.2.2.7 Configure Automatic Refresh for Visits
To ensure that users are always looking at updated visits, log on as an administrator and use Refresh Visit as an
action as you define rules in the workflow. This action is available upon creating or saving a visit.
Caution
Performance tradeoff: If you trigger the visit to be refreshed at create or save, the create or save action takes
longer than normal.
5.2.2.8 Use Visit Types
You can define the visit type for visits and then use it in workflow conditions and routing rule conditions to help
determine specific task or survey worklists.
5.2.2.9 Configure Visit Types
Administrators can configure visit types in fine-tuning activities.
Maintain Visit Types to create or edit your visit types.
5.2.2.10 Organizational Unit at Creation of Routing Rules and

Activity Plans
When you create routing rules and activity plans, you can define the organizational unit on the initial creation
screen (quick create).
On the initial creation screen for routing rules or activity plans, you can assign the routing rule or activity plan to
one of your organizational units. The organizational-unit assignment allows you to access and edit the routing rule
or activity plan later. If you are assigned to a group of organizational units, you can select the appropriate
organizational unit assignment. If you are assigned to only one organizational unit, your administrator can also set
that organizational unit to appear by default.
Note
If you skip the step of adding an organizational unit when you create the routing rule or activity plan, it's not
possible to add it later.

192 PUBLIC Visits
5.2.2.11 Configure a Default Organizational Unit at Creation of
Routing Rules and Activity Plans
If users are assigned to only one organizational unit, administrators can make that organizational unit appear as a
default when they create routing rules and activity plans.
Account and Activity Management Activity Management and under Activity Planner, answer the questions for
the default organizational unit appropriately.
5.2.3 Record Contacts at Visits
Make a note of the contact person you worked with during this visit under Contacts. You can:
● Select contacts that are listed in the account

● Create a new contact directly from here
You can also add:
● All participants in the visit under Attendees

● Participants with custom-defined party roles under Other Parties
5.3 Record Activities During Visits
You can use tools like surveys, tasks, and image recognition to capture the results of your visits.
Tip
All of these steps are supported in offline mode, so you can complete them during the visit. Then the next time
that you connect to your solution, it is updated with the changes you made in offline mode.
Create or View Visits [page 194]

Check In to Visits [page 198]

Checking in captures the date, time, and location (GPS) of the visit and opens it for editing, allowing you to
record information about this visit in the system.
Check In-Store Displays for Visits [page 200]

If your company has purchased and set up the SAP Hybris Cloud for Customer Imaging Intelligence add-
on, you can use image recognition to check in-store displays.
Check Promotions [page 200]

Visits PUBLIC 193
When you're at the customer site, it's a good time to check whether they are ready for any upcoming
promotions.
Complete Tasks and Surveys [page 202]

Record details of your customer site visit by working through the tasks and surveys in the visit.
Record Contacts at Visits [page 202]

Create Follow-Up Items for Visits [page 203]

During your visit, if you touch on an item that you must get back to your customer about, you can schedule
follow-up appointments or phone calls right from the visit.
Check Out of Visits [page 203]

Checking out automatically sets the status of the visit to Completed. If your administrator has deactivated
the button for checking out in scoping, you can complete a visit directly by choosing Actions Set as
Complete .
5.3.1 Create or View Visits

On the Visits tab, you can open an existing visit or create a new one. You can also create or view visits from your
calendar.
You can create individual visits or link them together in a route.
Open this video in a new window
Related Information
Plan Visits Using Routes [page 219]

5.3.1.1 Configure Time Window for Visits


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5.3.1.2 Use Territory Information
If you use territory management, you can add a field for sales territory to visits, and use sales territory information
in advanced searches of visits.
Territory fields are hidden. Personalize the relevant screen to use them. Additionally, when you realign territories,
visits assigned to those territories are updated accordingly.
5.3.1.3 Configure Outport Navigation at Visit Level
5.3.1.4 Attachments Indicator
Use the attachments indicator to see at a glance whether an activity or visit has attachments.
In calendar items (appointments and visits) and in overview lists for all activities, you'll find an attachments
indicator. When you see the indicator, go to the Attachments tab in that item to open the attachment.
Note
Attachments to subitems, such as attachments to surveys or tasks in an activity or visit, do not activate this
indicator. It only indicates items attached directly to the activity.

Visits PUBLIC 195
196 PUBLIC Visits
5.3.1.5 Configure - Add Account, Contact, or Employee Info
to Involved Party Elements
For more transparency about participants who are involved in activities or visits, administrators can add extension
fields from account, contact, and employee headers to any involved party element.
Context
You can include details relevant to the account or user for easy reference when viewing the parties involved for a
specific activity or visit. You can enable this feature like this:
Procedure
1. Decide on an extension field from the account, contact, or employee header that you want to see in an involved
party element.
2. Log on as an administrator and create or edit that extension field in the account, contact, or employee header.
3. On the Extension Scenarios tab, enable scenario Business Partner – General Information to Activity – Party.
4. Go to an involved party element (tab or table) in an activity or visit. When you adapt that element, you can add
the extension field that you enabled.

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5.3.1.6 Configure Messages
5.3.2 Check In to Visits
Checking in captures the date, time, and location (GPS) of the visit and opens it for editing, allowing you to record
information about this visit in the system.
Context
Note
If you don't see a check-in button, choose Actions Set as In Process .
5.3.2.1 Configure Check-In and Check-Out for Visits
If you want to use check-in and check-out, log on as an administrator and activate it in scoping.
Tip
Decision Point
● Why use check-in and check-out?

○ Check-in and check-out times and dates are recorded, and you can use a report to generate statistics
for visits.
○ In the scoping questions, you can specify that the sales or service representative must complete
mandatory items before checking out.
○ After the sales or service rep checks out, the visit is completed and cannot be changed. It is effectively
checked off the rep’s list.
● Why skip check-in and check-out?
○ The visit can be changed and updated after the sales or service rep leaves the customer site.
○ The rep is not forced to complete mandatory items before leaving the customer site.

198 PUBLIC Visits
Project Scope Questions Sales Account and Activity Management Activity Management and answer the
questions for visits.
Tip
Test It!
1. Log on as a user and create a new visit.

2. Access the visit, and check-in and check-out using the buttons.
If the buttons appear, your test is successful.
5.3.2.2 Multiple Visit Check-In Prevention
Administrators can set up your system so that visit owners can only be checked in to one visit at a time.
If you, as a visit owner, try to check into a second visit when you are still checked into another visit, a message
appears to remind you to check out of one visit before checking into the next one.
5.3.2.3 Configure Multiple Visit Check-In Prevention
As an administrator, you can set up your SAP solution to prevent users from checking into more than one visit at a
time.
This option only allows visit owners to check in to a visit if they are not checked into any other visits at that time. If
visit owners try to check into a visit when they are still checked in to another one, an error appears. The error lists
the visit ID of the visit that they should check out of first.
Caution
Use the data workbench to ensure that you start with a clean slate (with all visits checked out).
1. Temporarily deactivate any validation steps in scoping.

The data workbench honors any scoping validations, such as the mandatory completion of tasks or surveys
before check-out. If you leave these validations in scope, the system prevents check-out for any visits that
do not meet the validation criteria. Deactivating the validation steps in scoping effectively allows you to
check out of all visits.
2. In the data workbench, on the Export tab, choose object Visits | activity.
3. To find all visits in your SAP solution that are not checked out of, set up these filters:
Select All Visits That Are Still Checked In
Check-In Date/Time Greater Than <date that you implemented the SAP
solution>

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Check-Out Date/Time Is Initial None
4. Export the resulting list of visits and set them to status Completed.
5. Import the same list of visits that now have status Completed.
6. Reactivate any validation steps in scoping.
For more information about the data workbench, go to the SAP Help Portal at http://help.sap.com, search for
"SAP Hybris Cloud for Customer," and under Integration, choose View All SAP Hybris Cloud for Customer
Data Workbench User Guide .
Project Scope Questions Sales Account and Activity Management Activity Management .
In the Visits section, for the question about preventing users from checking into multiple visits, select the
checkbox to indicate that you want to use this feature.
5.3.3 Check In-Store Displays for Visits
If your company has purchased and set up the SAP Hybris Cloud for Customer Imaging Intelligence add-on, you
can use image recognition to check in-store displays.
Related Information
Use Imaging Intelligence [page 215]
5.3.4 Check Promotions
When you're at the customer site, it's a good time to check whether they are ready for any upcoming promotions.
If you see that a promotion for a certain product is coming up, you can increase the customer stock for that
product. Just create sales orders from the Sales Orders tab.
5.3.4.1 Promotions in Visits
View the promotions that are tied to a Visit.
Within the Visit tab, view current and valid promotions for the selected Account. You can also view the number of
running and incoming promotions here.

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5.3.4.2 Promotions Calendar
View Promotions in an easy to read calendar graphic.
The calendar view is available within the Promotions view under a specific Account, Product, and Visit. You can
choose the Month View, Quarter View, or a Selected Range that you define. Horizontal colored bars in a chart view
make it easy to view Planned Dates, Buying Dates, and Actual Dates for your promotions.
Promotion Dates
● Buying Start and Buying End Dates - During this time, the promotion is valid for customers.
● Actual Date - The actual date is when the orders made during the buying dates are executed.
● Planned Date - The planned dates span from the initial creation to the completion of the promotion.
Note
Promotion calendar is currently available only in the SAP Fiori Client.

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5.3.5 Complete Tasks and Surveys
Record details of your customer site visit by working through the tasks and surveys in the visit.
Context
The tasks and surveys that are in a visit remind you to do certain actions such as checking product placement or
discussing an upcoming promotion with the store manager. Record the details by adding information in the
surveys and tasks.
Procedure
1. Open any tasks or surveys.

2. Work through the items in the task or surveys, gathering and recording information as you go.
Example
You could attach a picture of the product display.
3. Complete the task or survey.
○ Complete tasks by choosing Actions Set as Completed

○ Complete surveys by submitting them.
Related Information
Save, Finish, and Submit Surveys [page 264]

Add Attachments to Surveys [page 266]
5.3.6 Record Contacts at Visits
Make a note of the contact person you worked with during this visit under Contacts. You can:
● Select contacts that are listed in the account

● Create a new contact directly from here
You can also add:
● All participants in the visit under Attendees

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● Participants with custom-defined party roles under Other Parties
5.3.7 Create Follow-Up Items for Visits
During your visit, if you touch on an item that you must get back to your customer about, you can schedule follow-
up appointments or phone calls right from the visit.
If you discover that the customer needs additional products, an upgrade, or spare parts or repairs, create a follow-
up item. The following table outlines the types of requests, lists examples, and indicates how to order them in the
system.
Sample Follow-Up Items
Example Request Type Choose
Out-of-stock products Product order Sales Order
Machine should be upgraded to the lat Opportunities Follow-Up Items New

est model
Opportunity
Appliance for storage (refrigerator) or Spare parts or repair Follow-Up Items New Service
demonstration (mini-grill) does not work
Ticket
5.3.8 Check Out of Visits
Checking out automatically sets the status of the visit to Completed. If your administrator has deactivated the
button for checking out in scoping, you can complete a visit directly by choosing Actions Set as Complete .
Tip
To edit the visit after you have checked out, set the status back to In Process and then make your changes.
5.3.8.1 Configure "Create New Visit?" Prompt at Checkout
Administrators can disable the “Create New Visit?” prompt when users check out from a visit.
To disable this prompt, go to Business Configuration Implementation Projects Your Project Edit Project
Scope Questions Sales Account and Activity Management Activity Management .
Under Visits, answer the question about disabling the checkout prompt.

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5.3.8.2 Configure Mandatory Completion of Tasks and
Surveys at Check-Out
This business option lets you enforce the mandatory settings for surveys and tasks. If you use this option, your
sales or service representatives must complete all the mandatory items within a visit before they can close the
visit.
Project Scope Questions Sales Account and Activity Management Activity Management and in the Visits
section, answer the question related to this option.
5.4 After the Visit
After the visit you can create any necessary follow-up items or generate a survey.
Tip
To edit the visit after you have checked out, set the status back to In Process and then make your changes.
Create Follow-Up Items for Visits [page 204]

During your visit, if you touch on an item that you must get back to your customer about, you can schedule
follow-up appointments or phone calls right from the visit.
Generate a Visit Summary [page 205]

After you've checked out from the visit, you can document the visit by generating a summary and
forwarding it to participants.
5.4.1 Create Follow-Up Items for Visits
During your visit, if you touch on an item that you must get back to your customer about, you can schedule follow-
up appointments or phone calls right from the visit.
If you discover that the customer needs additional products, an upgrade, or spare parts or repairs, create a follow-
up item. The following table outlines the types of requests, lists examples, and indicates how to order them in the
system.
Sample Follow-Up Items
Out-of-stock products Product order Sales Order
Machine should be upgraded to the lat Opportunities Follow-Up Items New

est model
Opportunity

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Appliance for storage (refrigerator) or Spare parts or repair Follow-Up Items New Service
demonstration (mini-grill) does not work
Ticket
5.4.2 Generate a Visit Summary
After you've checked out from the visit, you can document the visit by generating a summary and forwarding it to
participants.
Procedure
To create a summary of the visit in PDF format, from the visit details, choose Actions Generate Summary .
Under Attachments, you can also send the visit summary you generated to attendees.
5.5 Visits Offline
This topic presents an overview of features supported for visits in offline mode. Visits create, edit and display is
supported in the offline mode.
VISITS
Offline Scope

via actions/via
navigation)
Overview Header fields Subject Y Y
Name Y N
Status Y Y
Account Y N Y Y
Owner Y Y Y Y
Organizer Y Y Y Y

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via actions/via
navigation)
Start Date / Y Y Y Y
Time
End Date / Time Y Y Y Y
All day event Y N Y Y
Sales Organiza Y N Y Y
tion
Distribution Y N Y Y
Channel
Division Y N Y Y
Sales Territory Y N Y Y
Extension Fields Y N Y Y
Geo-fields Y Y
Check-In Time Y Y
Check-out Time Y Y
Route Y N
Notes Y Y
Last Visited Last Visit Date/ Y NA

Time
Last Visit Notes Y NA
Contacts Name / Ad Y NA

dress / E-mail
Campaigns Ongoing / Up Y NA

coming
Notes Notes Y Y
Completed N
Tasks

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via actions/via
navigation)
Completed Sur N
veys
Tasks Tasks Subject Y Y
Category Y Y
Status Y Y
Priority Y Y
Mandatory Y Y
Created On Y NA
Additional hid Y Y
den fields
Notes Y Y
Surveys Surveys Name Y NA
Status Y Y
Category Y NA
Total Score N N
Total Maximum N N
Score
Mandatory N NA
Contacts Contacts Name Y Y
Function Y Y
Department Y Y
Address Y Y
E-mail Y Y
Primary Contact Y Y
Attendees Attendees Name Y Y

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via actions/via
navigation)
Phone Y Y
E-mail Y Y
Address Y Y
Actions Y Y
Orders Orders Y Y
Promotions Y NA
Campaigns N NA
Follow-Up Items Y Y
Related Items N N
Attachments Y Y
Changes NA NA
Document Flow NA NA
Offline Actions
Visit Global Check-In Y
Check-Out Y
Set as In Process Y
Set as Canceled Y
Refresh Visit N
Generate Summary N
Tasks Add N
New Y
Set as In Process Y
Set as Completed Y

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Survey Submit Y
Add Picture Y
Add Products Y
Contacts Add Y
New Y
Attendee Add Y
Orders New Y
5.6 Visits FAQ
Having trouble using visits? Check this list of questions and answers for help.
5.6.1 Why don't I see tasks and surveys when I create a visit?
Tasks and surveys may be generated a few minutes after you create your visit or a few days before the visit.
If you want to see tasks and surveys immediately when you create a visit, refresh the visit with Actions Refresh
Visit .
Otherwise, tasks and surveys do not appear immediately when you create visits. This is due to one of the following
reasons:
● There is a background job that runs every 10 minutes that generates tasks and surveys for new visits. Wait a
few minutes and check again.
● Your administrator may have set up your system to generate tasks and surveys a certain number of days
before the visit. To see if this is the case, check with your administrator.
5.6.2 How can I see my visits?
You can see your visits under Visits.
You can also sort your visits according to predefined filters on the page.

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5.6.3 How do I define how often I want to visit my customer
sites?
The frequency that you or your manager set in the account is how the solution determines when this account is
due (or overdue) for a visit.
To define the visit frequency for an account, access the account, choose the Visits tab, and set the recommended
frequency for visits.
Note
If you use sales areas and want to define the visit frequency at the sales area level, go to the Visits by Sales Area
tab instead.
5.6.4 How do I make sure I'm scheduling the visit at an

appropriate time?
You can see the customer's schedule, including any other appointments that may be scheduled by other
colleagues, by looking at the calendar for the account. Compare that with your own calendar. You can also define
visiting hours for the account.
The calendar view of an account shows all upcoming appointments for that account in one calendar, even if they
were scheduled by other colleagues.
To check your schedule for upcoming visits and appointments, check your calendar.
In addition to appointments and visits, phone calls also appear on your calendar.
You can view other users' schedules if you are authorized to do so.
In addition, if you have defined visiting hours for the account, when you save the visit (or activate the route), the
solution checks to make sure the visit time you have scheduled falls within that account's defined visiting hours.
5.6.5 Which campaigns show up in the visit?
The solution checks a few things to ensure that you see only the relevant campaigns in your visits.
The campaigns that appear in the visit include campaigns that meet the following criteria:
● Are valid for the associated account

● Have been executed
● Are valid on the date of the visit
For more information about specific campaigns, check the Campaigns tab, where you can link to the assigned
campaigns directly.

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5.6.6 Why can't I create a visit for my account?
Check the account status. If it's set to blocked or obsolete, then you can no longer create transactions from that
account, including opportunities, leads, sales quotes, tickets, visits, and activities.
5.6.7 Can we use approvals with visits?
At the moment, it is not possible to use the approval work flow with visits.
5.6.8 How can I link a visit to an existing opportunity?
You can either create a visit from the opportunity, which will create the link, or you can add an existing visit to an
existing opportunity.
Context
To link an existing visit to an existing opportunity, proceed as follows:
Procedure
1. In the visit, choose Follow-Up Items Related Items .

2. Select the opportunity you'd like to add, and add it to the visit.
5.6.9 Why can't I enter a value of zero in a survey?
If the survey question is defined as type Amount and marked as mandatory, you must enter a number that falls
within the defined number range.
If zero should be a valid response, contact the person who designed the survey. They may need to adjust the type
or the upper and lower limits that are defined for this question.
Related Information
Survey Questions [page 244]

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5.6.10 How are accounts overdue for visits calculated?
The filter My Accounts Overdue for Visits uses account settings and visit history to suggest accounts to visit.
In routes and in the visit planner, you can filter accounts to only show those that are overdue for visits. Accounts
that meet the following criteria appear in the results list for the My Accounts Overdue for Visits filter:
● Accounts that have never been visited (accounts with no last visit or next visit)
● Accounts whose visit-before date is in the past
● Accounts with no visit-before date defined and whose next-visit date is in the past

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6 Imaging Intelligence
You can upload planograms and compare them to pictures of product displays that you take at customer sites.
Imaging intelligence pinpoints the differences between the planogram and the picture and provides suggestions
for adjustments to ensure that the customer-site display matches the planogram.
6.1 Scope and Configure Imaging Intelligence
Administrators can configure SAP Hybris Cloud for Customer Imaging Intelligence using scoping, scoping
questions, and fine-tuning activities.
Recommendation
included in your scope. When you select a question, more information appears on the tabs on the details
section of the screen.

Imaging Intelligence PUBLIC 213
6.1.1 Enable Imaging Intelligence
As an administrator, before you set up imaging intelligence, add it to the scope of your project and enable it.
Note
Prerequisite
Account and Activity Management Activity Management and check the box.
In the Questions step, under Sales Account and Activity Management Activity Management , in the Visits
section, select the checkbox to enable image recognition in your SAP solution.
Prerequisites
Context
Administrator .
Procedure


214 PUBLIC Imaging Intelligence
1. Attach Stores
6.2 Use Imaging Intelligence
Just take a picture to compare the display that was defined in the planogram with the actual display.
Note
Prerequisite
Prerequisites

Imaging Intelligence PUBLIC 215
Context
Administrator .
Procedure

1. Attach Stores
6.2.2 Show the Share of Shelf
You can personalize your screen to show the Share of Shelf for products.
It's important to know the percentage of shelf space for your product to ensure that you are maintaining the
agreed-upon amount of space on a shelf or display.
The share of shelf space appears in visits on the Planograms tab as a percentage. The SAP solution calculates the
manufacturer's share of shelf space less any corrective actions and competitors' share of shelf space.

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7 Routes
Customer site visits are a part of creating and keeping good relationships with customers. You can plan a group of
visits in a route, which is a collection of visits in a logical sequence.
You can use routes to plan visits across a period of time. You can set up your system to use the visiting information
that you have defined for accounts to propose recurring visits. Route templates let you define sequence, timing,
and defaults for routes that you use more than once.
You can use routes to plan a group of visits for yourself or for others. Use the daily route map to preview your
schedule for the day. When you are happy with the visit sequence and timing in the route, you can generate all the
visits in the route at the same time.
You can also define route templates for routes that are repeated, or for routes that are specific to particular
groups. You can schedule recurring routes and subsequent visit generation from route templates. You can use
these templates to create routes, saving you time and ensuring accuracy and consistency.
Example
As a sales manager, your team has a group of customers on the west side of town that you want someone in
your team to visit once per month. You use a route template to define the sequence and timing of these visits.

Routes PUBLIC 217
You also define that this route happens on Tuesdays because your team meeting is on Wednesdays and two of
the customers cannot accommodate site visits on Fridays or Mondays.
These are Denise's accounts, so most months, you generate the visits in this route for her or she generates the
route herself. When she is on vacation, you can easily change ownership of the visits in this route to another
team member.
7.1 Scope and Configure Routes
Administrators can configure routes using scoping, scoping questions, and fine-tuning activities.
Recommendation
included in your scope. When you select a question, more information appears on the tabs on the details
section of the screen.
7.1.1 Enable Routes
To use routes, administrators must add routes to the scope of the project.
Procedure
Sales Account and Activity Management Activity Management and check the box.
2. In the Questions step, under Sales Account and Activity Management Activity Management , answer
the questions in the Routes section.
3. Assign the visits work center to the appropriate users or roles.
All colleagues to whom you have assigned the visits work center can create and work with visits and use routes
to plan days or weeks of visits at a time, and use templates to save time and increase consistency.

218 PUBLIC Routes
7.1.2 Configure Window for Generating Visits in Route
Templates
For commonly repeated visit plans, administrators can use recurring settings in route templates to schedule route
creation and the subsequent visit generation.
Define Window for Route Scheduling .
Enter the number of days ahead that you want routes to be generated and save.
7.1.3 Configure Web Services (A2X) to Read, Edit, or Delete

Routes
As an administrator, you can enable the use of web services to read, edit, or delete routes.
Context
For more information about web services, see the SAP Cloud Applications Studio documentation on the SAP Help
Portal at http://help.sap.com Technology Platform .
7.2 Plan Visits Using Routes
You can organize your visits into a logical sequence by using routes.
Context
Create Routes [page 220]

You can create a route in just a few steps.
Define Visit Settings for Routes [page 221]

Defining settings that are valid for all visits in a route saves you time in planning.
Add Involved Parties and Attachments to Routes [page 222]

You can provide authorization to others to use this route and add attachments that are useful for each visit
in this route.
Add Visits to Routes [page 223]

Routes PUBLIC 219
Add visits to your route in a logical sequence.
Verify Routes [page 224]

You can verify that there are no scheduling conflicts, check the travel path, and optimize the sequence of
visits for each day of the planned route.
Activate Routes and Generate Visits [page 226]

Activate the route, then generate all the visits you planned in this route with the click of a button.
7.2.1 Create Routes
You can create a route in just a few steps.
Context
You can plan a group of visits in a route, which is a collection of visits in a logical sequence.
Note
If you may want to reuse this group of visits, consider creating a route template first. A route template
streamlines the creation process for the next time that you want to use this route.
Procedure
1. Create a route.
○ If you want to create this route from an activated route template:

1. Under Visits Routes open the activated route template.
2. Choose Actions Create Route from Template .
○ If you only plan to use this route once:
1. Choose Visits Routes New .
2. Set the type to Route.
2. Enter the details for this route and save your entries.
You are the owner by default. If you would like to assign this group of visits to another user, you can do so by
entering that person as the owner.
Note
If you must replace the defined route owner with another person, you can do so by opening the route and
choosing Actions Change Owner .

220 PUBLIC Routes
Related Information
Use Route Templates to Reuse Routes [page 226]

7.2.1.1 Save Daily Visit Plan as Route
In your calendar in SAP Hybris Cloud for Customer, save your visit plan for the day as a route or route template for
future use by choosing Save as Route or Save as Template.
If you think that you may want to repeat this sequence of visits, save it as a route. If you want to reuse this
sequence of visits on a recurring basis, save your visit plan for the day as a route template instead.
Add or change information directly in the route or route template you created.
7.2.1.2 Configure Web Services (A2X) to Read, Edit, or Delete

Routes
As an administrator, you can enable the use of web services to read, edit, or delete routes.
Context
For more information about web services, see the SAP Cloud Applications Studio documentation on the SAP Help
Portal at http://help.sap.com Technology Platform .
7.2.2 Define Visit Settings for Routes
Defining settings that are valid for all visits in a route saves you time in planning.
Note
When the SAP system generates visits from a route, it considers information that is defined in the account and
individual customer that affects visits. This information includes:
● Visit information (Recommended frequency, last visited, next planned visit, visit before)
● Visiting hours (specific days of the week and hours that this account is available for site visits)
● Sales-area-specific visit information

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Open the route and go to More Details, where you can make these settings:
7.2.2.1 Start Time, Average Prep Time, and Average Visit

Duration
If you make entries here, the system can precalculate these times for you as you add each visit.
7.2.2.2 Language
If your team is in a region where more than one language is spoken, you can define the language that the system
uses to generate the visits.
7.2.2.3 Automatic Rescheduling
If you use automatic rescheduling, when you add or move visits within the route, subsequent visits are rescheduled
automatically.
7.2.2.4 Define Days of the Week to Exclude
Define the days of the week on which you do not plan to conduct visits. For example, if you must be in the office on
Wednesdays, you can stipulate that the system should not create customer site visits on Wednesdays.
7.2.3 Add Involved Parties and Attachments to Routes
You can provide authorization to others to use this route and add attachments that are useful for each visit in this
route.
Involved Parties and Attachments
Tab You Can... Notes
Involved Parties Define the owner, organizer, and assign Employees listed on this tab can see and
this template to sales employees edit this route, as well as use it to gener
ate visits.
Attachments Add any documents that might be useful Attachments that you add here appear
for these visits as attachments for every visit that you
generate from this route.

222 PUBLIC Routes
Notes Add any information that might be useful Notes that you add here appear for every
for these visits visit that you generate from this route.
7.2.4 Add Visits to Routes
Add visits to your route in a logical sequence.
Go to the route overview and add the visits that you want to include in this route. Remember to organize the visits
in the sequence you plan to conduct them.
Tip
When you use the Visits Due for Owner filter and you add visits to a route, you can find accounts that are due for
visits. In the Visit Between section, just leave the end date blank. The search returns a list of all accounts that are
due for visits.
When you are happy with the visits and their sequence, save your changes.
7.2.4.1 Add Individual Customers to Routes
You can use routes to create visit plans for individual customers as well as accounts.
When you define visiting information such as visit frequency and duration on the individual customer details
screen, it is considered in the route planning process.
7.2.4.2 Map View in Account Search
You can use map view when you search for an account to add to a route.
The map view in the account search can be especially useful for an account with multiple sites in one city, for
example. You can see their locations on the map, which makes it easier to select the one you want.

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Related Information
7.2.5 Verify Routes
You can verify that there are no scheduling conflicts, check the travel path, and optimize the sequence of visits for
each day of the planned route.
7.2.5.1 Visualize Daily Route Plan in Map View
You can verify your path for each day of your route on a map and adjust the sequence of visits to optimize your trip.
To see the proposed or existing visits on your calendar, open a route, go to the Overview tab and choose More
Show Map . A map appears, showing the scheduled visit and travel path for the first day. To change the day,
select the next day in the route at the top of the list.
Use the arrows near each visit to move it up or down in the trip sequence. The map reflects your sequence
changes, and when you close the map view, the route saves the new sequence that you planned for the day.

224 PUBLIC Routes
Related Information
7.2.5.2 Show Calendar
Check the calendar for the employee for whom you are planning the visits in this route, to ensure that there are no
time conflicts.
To see the proposed or existing visits on your calendar, open a route, go to the Overview tab and choose More
Show Calendar View . The calendar in SAP Hybris Cloud for Customer appears, with existing appointments and
proposed appointments highlighted in different colors for clarity.
If you are planning this route for yourself, you see visits on your calendar in SAP Hybris Cloud for Customer.
If you are a sales manager planning routes for your team, you see the calendar of the person defined as the
employee responsible for the route. This way, you can ensure that the visits you generate with this route do not
cause conflicts for your team members.
7.2.5.3 Optimize Routes
Route optimization based on maiTour allows you to plan routes based on strategic sales targets, business goals,
front- and back-office rules, and marketing guidelines.
Note
If you want to use this feature, contact your SAP representative for pricing and setup information.
Advantages of using route optimization include:
● Simple, easy-to-use screens

● Planning around fixed appointments
● Ad-hoc planning
● Planning overnight stays
● Seamless integration with the SAP Cloud Platform
● Premium geo-optimization services of PTV Planung Transport Verkehr AG (PTV), member of Porsche SE
Group
● Planning with real-time and historic traffic information (country restrictions may apply)
7.2.5.4 Check Routes
You can use Actions Check Route to prevent time conflicts on your calendar.
Checking the route compares proposed visits or existing visits in this route with:

Routes PUBLIC 225
● All other appointments that appear on your calendar in SAP Hybris Cloud for Customer
● Visiting hours and days for customers, as defined in the account
Conflicts generate messages that appear in the row for the affected visits like this:
● The field with the conflict is highlighted and the message appears when you roll over the highlighted field
● An error symbol appears in the message column, which you must add with personalization
7.2.6 Activate Routes and Generate Visits
Activate the route, then generate all the visits you planned in this route with the click of a button.
Procedure
1. Activate the route by choosing Actions Activate .
2. Generate the visits in this route by choosing Actions Generate Visits
When you generate visits, the organizer and owner that are defined at route level appear as the organizer and
owner of the visits generated from the route.
Results
There is a background job that runs every 8 minutes to generate visits. When the background job is complete, the
processing status of the route is set to complete, and you can see a link in the route for each visit generated. The
person you designated as the owner can also see the route and the visits when they log on.
7.3 Use Route Templates to Reuse Routes
If you or others will use a route more than once, you can save time by creating a route template first. You can then
use the template to create routes as soon as you know the start dates.
Context
Note
Any notes or attachments that you add to a route template appear in each route generated from this template.
Create Route Templates [page 227]

226 PUBLIC Routes
If you or others will use a route more than once, you can save time by creating a route template first.
Define Settings for Route Templates [page 228]

Defining settings that are valid for all routes that are generated from this template saves you time in
planning.
Add Involved Parties and Attachments to Routes [page 229]

You can provide authorization to others to use this route and add attachments that are useful for each visit
in this route.
Add Accounts to Route Templates [page 230]

Go to the overview and add the accounts that you want to visit in this route.
Activate Route Templates [page 231]

When you are happy with the visits and their sequence, save your changes and activate the template by
choosing Actions Activate
Generation History for Route Templates [page 231]

You can track the visits that were generated from a route.
7.3.1 Create Route Templates
If you or others will use a route more than once, you can save time by creating a route template first.
Procedure
1. Under Visits Routes , choose New.

2. Set the type to Template.
3. Enter the details for this template and save your entries.
If you define a sales territory, employees assigned to that territory can see and edit this template, as well as
use it to generate routes.
7.3.1.1 Save Daily Visit Plan as Route
In your calendar in SAP Hybris Cloud for Customer, save your visit plan for the day as a route or route template for
future use by choosing Save as Route or Save as Template.
If you think that you may want to repeat this sequence of visits, save it as a route. If you want to reuse this
sequence of visits on a recurring basis, save your visit plan for the day as a route template instead.
Add or change information directly in the route or route template you created.

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7.3.2 Define Settings for Route Templates
Defining settings that are valid for all routes that are generated from this template saves you time in planning.
Note
Unlike defining visit settings in routes, you cannot define the actual dates in a template. Actual dates appear
when you or another user creates a route from this template.
7.3.2.1 Start Time, Average Prep Time, and Average Visit

Duration
If you make entries here, the system can precalculate these times for you as you add each visit.
7.3.2.2 Schedule Recurring Routes
If your administrator has set it up, you can schedule recurring route creation for commonly repeated visit plans.
Just define the recurrence that you want and the date range.
The SAP solution creates routes based on the recurrence that you specify, and any day exclusions that you defined
are taken into account.
Note
When the SAP solution generates routes and the resulting visits on a schedule, there may not be a user logged
in to use as the default route owner or visit owner. So the route template owner also becomes the route owner
and visit owner.
Example
You specify that you want a 3-day route to be created each week for the month of April. In fine tuning, your
administrator has specified that any scheduled routes and their visits should be generated 4 days ahead of
time. If April 1 is a Monday, the route and resulting visits for the week of April 1 are generated 4 days prior, on
March 28.

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7.3.2.3 Configure Window for Generating Visits in Route
Templates
For commonly repeated visit plans, administrators can use recurring settings in route templates to schedule route
creation and the subsequent visit generation.
Define Window for Route Scheduling .
Enter the number of days ahead that you want routes to be generated and save.
7.3.2.4 Language
If your team is in a region where more than one language is spoken, you can define the language that the system
uses to generate the visits.
7.3.2.5 Automatic Rescheduling
If you use automatic rescheduling, when you add or move visits within the route, subsequent visits are rescheduled
automatically.
7.3.2.6 Define Days of the Week to Exclude
Define the days of the week on which you do not plan to conduct visits. For example, if you must be in the office on
Wednesdays, you can stipulate that the system should not create customer site visits on Wednesdays.
7.3.3 Add Involved Parties and Attachments to Routes
You can provide authorization to others to use this route and add attachments that are useful for each visit in this
route.
Involved Parties and Attachments
Involved Parties Define the owner, organizer, and assign Employees listed on this tab can see and
this template to sales employees edit this route, as well as use it to gener
ate visits.

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Attachments Add any documents that might be useful Attachments that you add here appear
for these visits as attachments for every visit that you
generate from this route.
Notes Add any information that might be useful Notes that you add here appear for every
for these visits visit that you generate from this route.
7.3.4 Add Accounts to Route Templates
Go to the overview and add the accounts that you want to visit in this route.
Remember to organize the visits in the sequence you plan to conduct them.
Note
You cannot enter actual dates because this is a template. You simply enter the visits you want to make on day
one, day two, and so on.
7.3.4.1 Map View in Account Search
You can use map view when you search for an account to add to a route.
The map view in the account search can be especially useful for an account with multiple sites in one city, for
example. You can see their locations on the map, which makes it easier to select the one you want.

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Related Information
7.3.5 Activate Route Templates
When you are happy with the visits and their sequence, save your changes and activate the template by choosing
Actions Activate
You can use this template to create similar routes in the future.
7.3.6 Generation History for Route Templates
You can track the visits that were generated from a route.
You can see a list of routes and the corresponding visits that were generated from this route template on the
Template History tab.
7.4 Routes Offline
This topic presents an overview of features supported for routes in offline mode.
ROUTES
Offline Scope

via actions/via
navigation)
Overview Header fields Subject Y Y
Route Y N
Related Information
Visits Offline [page 205]

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7.5 Routes FAQ
Having trouble using routes? Check this list of questions and answers for help.
7.5.1 What is the difference between routes and tours?
As of February 2015, routes replace tours. If you have used tours in the past, we recommend that, in the future, you
use routes for visit planning and generating visits.
7.5.2 Can I upload routes from a list?
Yes, if your administrator has set it up, you can use a web service (A2X) to manage routes.
7.5.3 Can I set up different routes for prospects and existing

customers?
Yes. If you use the Role field when you add accounts to your visit plan, you can see whether the accounts are
existing customers or prospects. You can then set up separate routes for prospects and existing customers.
7.5.4 Can the SAP solution suggest the most efficient routes,
depending on site locations, distances, account
criteria, and other relative information?
Yes, route optimization is available.
Related Information
Optimize Routes [page 225]

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7.5.5 Why can’t I see the route map or routes on my calendar in
the native app for iPad, SAP Hybris Customer Insight?
The route map view and calendar view are supported in HTML5 and SAP Hybris Cloud for Customer, extended
edition only.

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8 Surveys
Surveys are an integral feature in retail execution and service scenarios in SAP Hybris Cloud for Customer. You can
design surveys that sales representatives will use to capture business related data at customer locations. The
information captured in the surveys offers you an insightful direction for your next set of business actions. The
survey offering includes comprehensive survey design, execution as well as reporting capabilities.
From a usage perspective, surveys in SAP Hybris Cloud for Customer can be broadly categorized as internal and
external surveys.
● Internal Surveys: The internal surveys are used at customer locations to capture the necessary information
regarding sales, product display and so on. Note that internal surveys can be consumed only if they are
assigned to a business object such as visit, service ticket, lead, opportunity and so on.
● External Surveys: The external surveys on the other hand are filled by the customers and are typically used to
capture the satisfaction quotient of a target group audience or customers.
8.1 Scope and Configure Surveys
Administrators can configure surveys using scoping, scoping questions, and fine-tuning activities.

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8.1.1 Enable Surveys
Administrators can add Surveys to your project scope.
Questions Sales Account and Activity Management Activity Management and check the box next to the
scoping question for using surveys.
8.1.2 Configure Survey Categories
Administrators can configure survey categories in fine-tuning activities to meet your business needs.
Surveys Maintain Survey Categories to edit your categories.
8.1.3 Configure Survey Question Categories
Administrators can add and delete question categories in fine-tuning activities.
Surveys Maintain Question Categories to edit your categories.
8.1.4 Configure Survey Answer Categories
Administrators can configure answer categories for surveys in fine-tuning activities.
Surveys Maintain Answer Categories to edit your categories.
8.1.5 Configure Add Products from Past Orders in SAP Hybris

Cloud for Customer, Extended Edition
Administrators can enable this SAP Hybris Cloud for Customer, Extended Edition feature by selecting a scoping
question.
Sales Account and Activity Management Activity Management Surveys to find the corresponding scoping
question.

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8.1.6 Configure Surveys in SAP Hybris Cloud for Customer,
Extended Edition
Administrators can configure survey options in SAP Hybris Cloud for Customer, Extended Edition.
Sales Account and Activity Management Activity Management Surveys to view the scoping questions for
Surveys in Extended Edition.
You can choose to display the product image, ID, or description, and to allow products from past orders to be
added in SAP Hybris Cloud for Customer, Extended Edition.
8.1.7 oData and Web Services for Surveys
Administrators can integrate this feature by using oData and web services.
To learn more about oData and web services, go to the SAP Cloud for Customer Help Center and under the
Integration section, view the SAP Hybris Cloud for Customer OData API and the Web Service API documentation.
8.2 Survey Types
Use different types of surveys to accomplish your various goals.
General (Checklist) Surveys [page 237]

General surveys, also known as checklist surveys, contain a collection of questions in a list format.
Product Surveys [page 237]

Use product surveys to collect data about products.
Competitor Product Surveys [page 238]

Capture information about your competitor's products in a competitor product surveys.
Registered Product Surveys [page 239]

Create a survey based on the registered products for a specific account.
Competitor Surveys [page 240]

Evaluate competitor performance.
Satisfaction Surveys [page 241]

Collect feedback from your customers with a satisfaction survey.
Survey Categories [page 242]

Define survey categories based on survey types for your reporting needs.

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8.2.1 General (Checklist) Surveys
General surveys, also known as checklist surveys, contain a collection of questions in a list format.
8.2.2 Product Surveys
Use product surveys to collect data about products.
Create a product survey to answer the same set of questions for multiple products. You can add individual
Products, products from a Product List, and products from a Product List Category to a Product Survey. These
products can be added during design time as well as runtime.
You can dynamically add products from product lists based on a product list category. For example, if you set a
product list category for Seasonal Sales in the survey, and create a product list called Summer Products assigned
to this product list category, then the Summer Products product list will automatically be added to the survey if its
valid for the account being visited.
Product Surveys are available in list view and matrix view.

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Related Information
Complete Product Surveys [page 268]
8.2.3 Competitor Product Surveys
Capture information about your competitor's products in a competitor product surveys.
Create your own criteria to audit your competitors' products in store. For example, you may want to check
availability, prices, or promotions for your competitor's product to see how your products compare. Competitor
product surveys are created like a regular product survey, but with competitor products instead.

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Related Information
8.2.4 Registered Product Surveys
Create a survey based on the registered products for a specific account.
To collect information regarding products that have been installed at a specific account, use a registered product
survey.
Create a registered product survey like regular product survey, but without adding products to it. Instead, when
you assign a survey to a visit, it automatically includes the registered products that have been set for the assigned
account.
Related Information

Visits [page 177]
8.2.4.1 Registered Products Based on Involved Parties for

Visits in Surveys
All registered products for all involved parties are included in registered product surveys.
When you assign a registered product survey to a visit, all registered products for the account being visited are
automatically populated in the survey. This includes all registered products where the account being visited is
listed as an involved party, regardless of the role assigned. Previously, only registered products with the visit
account assigned the role of customer would have been considered and populated in the survey.

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8.2.4.2 Search for Registered Products Using Serial ID and
Description
Use the serial ID and registered product description instead of the product ID to search for registered products in
surveys.
8.2.4.3 Define a Product and Product Category for Registered

Product Surveys
When designing a registered product survey, define a product or product category for your registered products.
During runtime, the system displays registered products based on these requirements.
8.2.5 Competitor Surveys
Evaluate competitor performance.
Gain insight about your competitors with competitor surveys. Measure performance across multiple categories
and compare these results to your own. Use this data to improve your performance and stay ahead of your
competition.
Competitor surveys collect data about the competitors related to an opportunity. If you add a competitor survey to
an opportunity, the competitors listed in the opportunity will be added to the survey by default. If you'd like to add
additional competitors to a survey, you can do so when designing the survey.

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8.2.6 Satisfaction Surveys
Context
Create satisfaction surveys that you can send out to your customers using an e-mail template. Your customers can
rate how satisfied they are with several answer options based on a scale you create. You can also use all other
question types in satisfaction surveys to collect more details about your customers.
After users complete a satisfaction survey, they receive a message signifying that they have completed the survey
and thanking them for their participation. You can configure this message for each of your satisfaction surveys to
meet your brand and business needs.
Note
Satisfaction surveys aren't available on the iPad and are therefore also not available for offline usage.
Procedure
1. Add a new survey, choose the Satisfaction category and fill in the basic information.
2. Add satisfaction questions by selecting Customer Satisfaction under Question Category and use Multiple
Choice (select one) questions to set your scale. Here, you could choose to use numerical values and give a
rating scale in your short descriptions or use the answer options to describe satisfaction.
3. Add other additional question types if you'd like to collect other data in your survey.
4. Under Survey End Message, format and enter the message you'd like your participants to receive upon
completion.
5. Select Save.

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8.2.7 Survey Categories
Define survey categories based on survey types for your reporting needs.
Survey categories are different from survey types. Survey types are predefined survey formats whereas survey
categories are classification names created by your administrator. Survey categories define each survey type
further by giving them custom names. Create reports based on these categories to gather data in a larger business
context.
Example
You can create one survey category for Seasonal Products, one for Standard Products, and one for Promotional
Products. All categories will have the product survey type, but will belong to different survey categories. You can
apply these categories for many different surveys you create and then create reports based on each category to
evaluate performance in each category.
8.2.7.1 Configure Survey Categories
Administrators can configure survey categories in fine-tuning activities to meet your business needs.
Surveys Maintain Survey Categories to edit your categories.
8.3 Design Surveys
Design your survey questions, layouts, and other options to create a unique output.
Survey Statuses [page 243]

Survey statuses are important to keep in mind when designing surveys because they define what actions
are available for users.
Survey Questions [page 244]

Configure your surveys with different types of questions and reporting features.
Survey Question Bank [page 249]

Store survey questions for easy reuse in multiple surveys.
Copy Previous Answers [page 250]

Automatically populate answers from a past visit in a survey.
Matrix View for Surveys [page 250]

Simplify the layout of your product survey questions, and answer all questions for all products quickly.
Pagination in Matrix Surveys [page 251]

Design your survey layout to distribute product questions in different pages.
Survey Branching [page 252]

Use branching to determine the order of the questions in a survey.

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Restrict Access to Surveys [page 253]
Make surveys available to only a specific sales or service organization.
Assign Surveys and Tasks Automatically [page 253]

Use routing rules ensure that the right surveys appear in the right visits, increasing the chances that the
rep has efficient and complete customer site visits.

Add scoring values to multiple choice questions and answer options.
Survey Simulation [page 258]

Preview surveys with a simulation.
Survey Exceptions [page 258]

Use exceptions to check for inappropriate responses and help collect more accurate data in internal
surveys.
Add Products to Product Surveys [page 261]

You can add products to your survey while you are completing it.
Satisfaction Surveys [page 261]

8.3.1 Survey Statuses
Survey statuses are important to keep in mind when designing surveys because they define what actions are
available for users.
Once you start creating a survey, you'll need to pay attention to its status.
Set the survey status from the Actions menu.
● In Preparation (initial status): In this status you can add, change or delete questions and answers. Surveys with
status In Preparation cannot be assigned to an activity plan or a visit.
From In Preparation you can switch to Active.
● Active: Indicates that the survey is ready to be used. You can use the survey for activity plans and store visits. If
a survey is active you can't change, add or delete questions from it, but you can edit the attachements,
products, categories, and score values.
From Active you can switch to In Preparation and Obsolete.
● Obsolete: The survey can no longer be assigned to new visits or activity plans. If the survey is already used for
open, or in process store visits, the survey can still be completed during the visit.
From Obsolete you can switch to In Preparation and Active.
Note
You can switch from Obsolete and Active to In Preparation only when there are no answers available for this
survey.

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8.3.2 Survey Questions
Configure your surveys with different types of questions and reporting features.
8.3.2.1 Survey Question Types
Use Question Types to specify the format of the answer options.
The following Question Types are offered:
● Amount - Enter a value in a specific currency. Validations are performed against the lower or upper limits you
have set.
● Date - Use the calendar button to enter a date in a supported date format.
● Date Range - Use the calendar button to choose start and end dates.
● Matrix - Gather more details at once using a matrix of rows and columns. Only available in the SAP Fiori Client.
● Multiple Choice (select multiple) - Choose one or more predefined answer options.
● Multiple Choice (select one) - Choose only one predefined answer option.
● Quantity - Enter a value for a specific unit of measure.
● Section - Create a section to organize and structure your surveys. This question type is not a question with
answer options, but allows you to add headings and enter blocks of text that provide more information and
organization for survey respondents.
● Signature - Ask for a signature upon completion of a survey.
● Text - Use the text field to enter any additional information you may want to give your survey respondents.
8.3.2.2 Signatures in Surveys
Ask for a sign-off upon completion of surveys.
You can capture a signature in a survey when you submit a survey. On signature capture, the survey status is set to
Completed and can no longer be modified. You can view the signature at the end of the survey summary PDF.
Add a signature question to your survey when designing it. You can use the Mandatory flag to require a signature
for completion.
Note
Currently, only one signature question type is allowed for a single survey.
This feature is valid only for:
● SAP Hybris Cloud for Customer, Extended Edition - In the HTML5 edition, you can still capture a signature but
the survey status will not be set to Completed.
● Internal surveys - This feature is not supported for external or satisfaction surveys.
You can view the Signed Status for a survey. The following statuses are set by the system:
● Signed – Indicates that the signature has been added.

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● Not Signed – Indicates that the signature has not been added. This status also indicates that signature is
optional for the survey.
● Blank – Indicates that the signature is not required for the survey.
8.3.2.3 Survey Question Categories
Define question categories that can be used in reporting.
When creating survey questions, you can assign a Question Category to help classify the question in a larger
business context. You can then create reports based on a specific question category.
8.3.2.4 Configure Survey Question Categories
Administrators can add and delete question categories in fine-tuning activities.
Surveys Maintain Question Categories to edit your categories.
8.3.2.5 Survey Page Breaks
Use page breaks to group questions by page.
For all default question types in a survey, you have the option to place the question on a new page within your
survey. Use the page break checkbox when designing your question. The question that has the box checked and all
following questions are shown on a new page.
8.3.2.6 Attachments for Survey Questions
Add attachments to display in your surveys, and allow participants to attach files when completing surveys.
You can add attachments to individual questions at design time in the survey by setting the flag for Attachments.
Add attachments to surveys using one of the following options: Local file, Web link, and Library. You can add PPTs,
PDFs, JPGs, PNGs, and URLs as attachments.
Recommendation
For performance reasons, we recommend attaching a maximum of one large picture, 10 medium pictures, or 30
small pictures per survey.
Use the Planogram Attachment Category to attach account-level attachments. Select the Attachment Type
Category you'd like to add, and then, during runtime, the attachments relevant for the account and category will be
available to view.

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If you want participants to be able to add attachments to questions when they are completing a survey, set the flag
for Runtime Attachments at the question level.
Note
For matrix surveys, you cannot add attachments at the question level. You can only add attachments at the
product level in matrix surveys.
8.3.2.7 Survey Answers
Choose the format for the answers to your multiple choice survey questions.
The format for your multiple choice survey answer fields depends on the type of question. Some question types
allow you to choose an answer format. The following options are available:
● Toggle
● Radio Button
● Dropdown List
● Checkbox
8.3.2.8 Default Survey Answers
Set a default answer for multiple choice, amount, quantity, and text questions.
Choose a default answer to show during runtime for your survey questions when you design each question.
● For multiple choice, set the Default Answer flag next to the answer you want to set as default.
● For date questions, use the calendar next to Default Answer to select a default date.
● For amount, quantity, and text questions, enter a value in the Default Answer field.
8.3.2.9 Survey Answer Categories
Define answer categories that can be used in survey reporting.
When creating answers for your survey questions, you can add them to an Answer Category to help describe the
meaning of the answer in a larger business context. You can then create reports based on a specific answer
category.
Example
If you have a question that asks users to rate their experience on a scale from 1 to 5 with 1 being very dissatisfied
and 5 being very satisfied, you can apply the category negative to answers 1 and 2, neutral to answer 3, and
positive to answers 4 and 5. These same categories can be applied to other answers, and then you can run a
report based on answers that were positive, neutral, and negative. You can collect this data for a particular
survey or account to view your results on a broader or more focused scale.

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8.3.2.10 Configure Survey Answer Categories
Administrators can configure answer categories for surveys in fine-tuning activities.
Surveys Maintain Answer Categories to edit your categories.
8.3.2.11 Survey Branching
When designing your survey, set the branching logic that determines what the next question will be based on a
predefined sequence or a specific answer given. If branching is used in your survey, the checkbox for branching will
be checked in the Survey Details view.
Set the branching logic at each question by choosing an existing question from the dropdown menu as the next
question in the sequence. For multiple choice (select one) questions, you can set a different question to branch to
for each answer option in the answers section.
If you don't use the branching option for a question or if the participant does not answer a question with branching,
the participant is taken to the next question in your survey sequence. You can also add Default Branching on
question level that is used if no answer is submitted for a question.
In a matrix survey, all questions show in the matrix initially, but only questions applicable based on the branching
logic are available to answer. The others are grayed out.
Note
Branching only allows forward progress within a survey. You will not be able to go back to a previous question in
a survey that uses branching.
Example
If you are creating a satisfaction survey and you want to ask different questions for positive feedback versus
negative feedback, you can do so with branching. Create a multiple choice (select one) question asking how the
participants experience was with two answer options; one for positive and one for negative. Assign branching to
each of the options. For positive, the next question might ask what made the experience positive and for
negative, the next question might ask how the experience could have been improved.
Note
It is recommended that you define all possible questions in your survey first, then set the branching logic and
sequence of questions.

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8.3.2.12 Score Surveys
Add values for scoring to multiple choice, quantity, and amount questions.
Assigning values at the question level allows you to weight certain questions to have a higher impact on the results
overall. Survey respondents do not see these score values when they are completing the survey. The scores are
shown in your PDF summary or in your survey reports.
Related Information

Score Quantity and Amount Questions [page 255]
8.3.2.13 Additional Information for Questions
Add help text for your question.
Text you enter here appears in a help icon next to the question. The survey respondent can click the icon to see the
text.
8.3.2.14 Short Description for Questions
Add a description to quickly find your previously created questions.
The short description field is for internal purposes only and is not shown to survey respondents. Short
descriptions are helpful when selecting questions from the question bank.
8.3.2.15 Mandatory Questions
Make questions mandatory for survey submission.
When designing a question, use the mandatory checkbox to require the respondent to answer the question to
submit the survey. When completing the survey, the question displays an asterisk and an error is given when an
attempt to submit the survey is made without answering the question.

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8.3.2.16 Matrix Questions
Create flexible matrix questions to fit your survey question needs.
Effectively collect data for different sources and categories with individual matrix questions. Decide how many
rows and columns for each matrix question and what answer options to display.
For matrix questions, you answer options are restricted to:
● Radio Button
● Checkbox
● Numeric Value
● Text Value
● Dropdown List
Example
8.3.3 Survey Question Bank

Store survey questions for easy reuse in multiple surveys.
The Survey Question Bank stores frequently used questions that can be added to multiple surveys. You can add
questions to the questions bank when you are creating questions for a survey or create questions in the bank
directly for a later use.
When designing a survey question, use Add To Question Bank to save your question so you can use it again in
another survey. When you are ready to use one of your saved questions, use Add From Question Bank to select a
previously prepared question.
The usage and maintenance of question are controlled by the status.
● In Preparation – Questions are modifiable and can't be used in a survey. This is a default status when questions
are created from question bank.

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● Active – Questions can be used in surveys. This is the default status when the question is created from the
survey and added to the question bank.
● Obsolete – Questions cannot be used in a survey. The status can only be changed to Active if the question is
used in a survey. It can be changed to In Preparation at any time.
8.3.4 Copy Previous Answers

Automatically populate answers from a past visit in a survey.
You can copy answers from a previous visit's survey by selecting the Include Previous Answers flag in the survey
details view. All answers from a previous visit's survey get copied for the current survey. To exclude the previous
answers for a specific question in the survey, select the flag forExclude Previous Answer available at the individual
survey question level. This flag overrides the Include Previous Answers setting and ensures that previous answers
do not get copied for the selected question.
Note
The Exclude Previous Answer flag appears in survey questions only if you have selected the flag for Previous
Answers in the survey header.
8.3.5 Matrix View for Surveys

Simplify the layout of your product survey questions, and answer all questions for all products quickly.
With the Matrix View checkbox in the survey you can simplify the layout of the questions for each product. The
matrix view allows you to view the products in your survey as rows and the questions in your survey as columns.
Use the three dots next to each question to see more options such as:
● Full text of a question

● Set all answers to
● Sort and Filter
● Attachments
Note
Matrix view is for product surveys, competitor product surveys, and registered product surveys only.

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In the SAP Fiori Client, quickly access the sort and filter options directly beneath each question. Select the
question at the top of the column to see more options such as
● Full text of a question

● Set all answers to
● Attachments
8.3.6 Pagination in Matrix Surveys
Design your survey layout to distribute product questions in different pages.
The number of pages rendered in a survey depends on the available height of the device screen and the number of
products.
Pagination offers the ability to navigate to and jump between different pages in a survey. The scrolling between
pages is faster and it significantly improves performance, particularly in large product matrix surveys. Note that
when you sort or apply filters, the filters are applied across all products in the survey. Use the rewind feature to
rewind to page 1.
During survey design, select the flag Pagination in the Details tab to enable pagination for a survey.
Note
This feature is only available in SAP Hybris Cloud for Customer, Extended Edition.

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8.3.7 Survey Branching
When designing your survey, set the branching logic that determines what the next question will be based on a
predefined sequence or a specific answer given. If branching is used in your survey, the checkbox for branching will
be checked in the Survey Details view.
Set the branching logic at each question by choosing an existing question from the dropdown menu as the next
question in the sequence. For multiple choice (select one) questions, you can set a different question to branch to
for each answer option in the answers section.
If you don't use the branching option for a question or if the participant does not answer a question with branching,
the participant is taken to the next question in your survey sequence. You can also add Default Branching on
question level that is used if no answer is submitted for a question.
In a matrix survey, all questions show in the matrix initially, but only questions applicable based on the branching
logic are available to answer. The others are grayed out.
Note
Branching only allows forward progress within a survey. You will not be able to go back to a previous question in
a survey that uses branching.
Example
If you are creating a satisfaction survey and you want to ask different questions for positive feedback versus
negative feedback, you can do so with branching. Create a multiple choice (select one) question asking how the
participants experience was with two answer options; one for positive and one for negative. Assign branching to

252 PUBLIC Surveys
each of the options. For positive, the next question might ask what made the experience positive and for
negative, the next question might ask how the experience could have been improved.
Note
It is recommended that you define all possible questions in your survey first, then set the branching logic and
sequence of questions.
8.3.8 Restrict Access to Surveys
Make surveys available to only a specific sales or service organization.
You can assign a sales or service organization to a survey to make it restrict access to members of the
organization. Once the organization has been assigned, it takes one day to apply the changes and reflect the new
access restrictions.
8.3.9 Assign Surveys and Tasks Automatically
Use routing rules ensure that the right surveys appear in the right visits, increasing the chances that the rep has
efficient and complete customer site visits.
Context
You can use routing rules to assign activity plans and the surveys they contain to new visits that meet the criteria
automatically.
Procedure
1. View existing routing rules and create new rules under Activity Planner Routing Rules .
2. Enter a name for the routing rule and choose Save and Open.
3. To set up the conditions that define this routing rule, under Conditions, choose Add Row.
Tip
There are two conditions related to the account hierarchy: Top-Level Account and Higher-Level Account. In
both cases, all accounts that fall under a root account or a higher-level account are included when that
condition is true. However, only the top-level account condition includes itself in the result. If you want to
group an entire account hierarchy including the root account, use the Top-Level Account condition. To
include all accounts that fall under another a non root account, and you want to include the higher-level
account itself, use Higher-Level Account and add the higher-level account ID to the condition.

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Select the criteria for this condition by comparing data with a desired value. Construct your routing rule by
adding more conditions using logical OR/AND operators.
4. To select the activity plans that follow this routing rule, on the Activity Plans tab, choose Add.
Tip
You can see and select activity plans with future dates as follows:
1. In the Name field, choose the value selection help.

2. In the dialog box appears, choose Show Advanced Filter.
3. Set the Valid From and Valid To dates appropriately.
5. When you have finished defining the routing rule, save your changes.
6. To start using the routing rule, set the status to active by choosing Actions Set as Active .
When the routing rule is active, the solution uses it to associate the specified activity plans with site visits.
Results
Tip
Test It!
1. Log on as a user with characteristics that fall within the rules that you set up in the activity planner.
2. Create a new test visit.
The survey item that you assigned with routing rules should appear in the visit.
8.3.10 Score Multiple Choice Surveys
For each multiple choice (select multiple) and multiple choice (select one) question, set a score value at the
question level and at the answer level when you design them.
8.3.10.1 Score Multiple Choice Surveys
For each multiple choice (select multiple) and multiple choice (select one) question, set a score value at the
question level and at the answer level when you design them.

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8.3.10.2 Score Quantity and Amount Questions
Add scoring options for quantity and amount questions in your surveys.
Context
Define score values at the question level and answer level for quantity and amount questions when designing your
survey.
Procedure
1. When you are editing a quantity or amount question in a survey, enter a value next to Score for the question
2. Under Answer Ranges and Corresponding Score Values define the Min and Max values to create answer ranges
that correspond to a Score. Answer range min and max values must align the upper and lower limit values you
have set for the answer field. The range includes the min and max values you set so you cannot set the same
value for the max of one answer range and the min of the next answer range.
3. Enter a Score value for each answer range.
Results
In the Design tab for your survey, you see the Score, the Minimum Score, and Maximum Score for the question.

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8.3.10.3 Survey Score Calculations
Calculate your minimum and maximum scores for multiple-choice questions and surveys overall.
In a multiple-choice survey, the values you set during design time determine the Minimum Score , Maximum Score,
and actual score for each question.
Use the personalization feature to make the fields visible for the actual score and the maximum and minimum
scores that can be reached in the Design tab. In theResults tab, you can add the field for Total Score, and in the
survey header you can add the Score Min/Max field to view the overall minimum and maximum scores available in
a survey.
Note
The scores are not shown when the employee fills out the survey.
Minimum Score Maximum Score Actual Score
Multiple Choice The score is calculated by multiply The score is calculated by multi This score is calculated by multi
(select one) ing the lowest answer score by the plying the highest answer score plying the answer chosen by the
question score. by the question score. question score.
Example Example Example

Question 1 Question 1 Question 1
Score: 1 Score: 1 Score: 1
● Answer A: 1 ● Answer A: 1 ● Answer A: 1

● Answer B: 2 ● Answer B: 2 ● Answer B: 2
● Answer C: 3 ● Answer C: 3 ● Answer C: 3
Question 1 Minimum Score: Question 1 Maximum Score: Answer Chosen = A

1*1=1 3*1=3
Question 1 Actual score:
Question 2 Question 2 1*1=3
Score: 1 Score: 1 Question 2
● Answer A: 3 ● Answer A: 3 Score: 1

● Answer B: -2 ● Answer B: -2
● Answer A: 3
● Answer C: -3 ● Answer C: -3
● Answer B: -2
Question 2 Minimum Score: – Question 2 Maximum Score: ● Answer C: -3
3*1=–3 3*1=3
Question 2 Actual Score:
-2*1= -2

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Multiple Choice The score is calculated by summing The score is calculated by sum This score is calculated by sum
(select multiple)
up the lowest reachable answer ming up the highest reachable an ming up the chosen answer
scores and multiplying it by the swer scores and multiplying it by scores and multiplying it by the
question score. the question score. question score.
Example Example Example

Question 1 Question 1 Question 1
Score: 1 Score: 1 Score: 1
● Answer A: 1 ● Answer A: 1 ● Answer A: 1

● Answer B: 2 ● Answer B: 2 ● Answer B: 2
● Answer C: 3 ● Answer C: 3 ● Answer C: 3
Minimum Score: 1*1=1 Maximum Score: (2+3+1)*1=6 Answers Chosen = A and B
Question 2 Question 2 Question 1 Actual score:

1+2*1=3
Score: 1 Score: 1
Question 2
● Answer A: 3 ● Answer A: 3
● Answer B: -2 ● Answer B: -2 Score: 1
● Answer C: -3 ● Answer C: -3 ● Answer A: 3
Minimum Score: (-2+ (-3))*1= -5 Maximum Score: 3*1=3 ● Answer B: -2

● Answer C: -3
Answer Chosen = B and C
Question 2 Actual Score:

-2+-3*1= -5
Overall Survey The overall survey minimum score The overall survey maximum The overall survey actual score is
Total is the sum of all minimum scores in score is the sum of all maximum the sum of all actual scores in a
the survey. scores in the survey. suvey.
This total is
shown in the
Details view of
the survey as
Score Min/Max.
8.3.10.4 Section Summary for Checklist Surveys
View scores for each section in a checklist survey.
If a survey has multiple sections with scoring assigned in each of these sections, the survey summary shows the
score for each section.

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8.3.11 Survey Simulation
Preview surveys with a simulation.
When you are designing a survey, use the Simulation action to ensure that it meets your needs. You can view the
format and all questions, exceptions, and products in the simulation as well as select answers for the questions.
The answers you select are only for preview purposes and the data is saved or stored.
8.3.12 Survey Exceptions
Use exceptions to check for inappropriate responses and help collect more accurate data in internal surveys.
Exceptions for answers in internal surveys help identify invalid responses in real time or offer additional
information based on predefined conditions. Exceptions help identify potential user errors such as entering a price
that is too low or too high for an item. This feature allows users to correct their entry before submitting the survey,
and therefore creates more accurate data reporting overall.
You can view exceptions for a survey in the Exceptions view. Select a description under Conditions to view the
question it applies to under Related Questions.

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8.3.12.1 Create Survey Exceptions
Create survey exceptions after you’ve added all questions to your survey.
Context
Exceptions can be created only for amount, date, multiple choice – multiple select, multiple choice – single select,
and quantity question types.
Note
This feature is available in the SAP Fiori client only.
Procedure
1. Open a survey and navigate to the Exceptions view.

2. Click Add to enter a description for your exception. The description is the text that the user sees when the
exception conditions have been met.
3. Choose a question for your exception from the dropdown menu. The dropdown menu shows only questions
eligible for exceptions.
4. Set the operators and values for your exception. For amount, date, and quantity question types, set a range or
restriction operator and a value for the exception. For multiple choice question types, select the answers that
are required to trigger the exception.
5. Click Ok to save your exception.
Related Information
Check for Survey Exceptions [page 266]
8.3.12.2 Survey Comparison Exception Using Reference

Questions
Use survey questions as references for survey exceptions.
For amount, quantity, and date questions, you can use other questions from your survey as a reference to create a
comparison exception. When you design a survey, go to Exceptions to add an exception for your survey. Select the
Use Reference Question checkbox and select a question from your survey. Use the same operators as you would a
regular survey exception to define the exception criteria and add the exception to your survey.

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When the survey gets completed, users can check for survey exceptions, and the system uses the reference
question and operator you've chosen to determine when an exception should be displayed.
Example
If you have a question that asks for the manufacturer's retail price of a product and a question that asks for the
list price for the product, you can create an exception that appears if the list price does not equal the
manufacturer's retail price.
8.3.12.3 Survey Exceptions for Matrix Surveys
Survey exceptions are now available for matrix surveys.
Exceptions for answers in internal surveys help identify invalid responses in real time or offer additional
information based on predefined conditions. Exceptions help identify potential user errors such as entering a price
that is too low or too high for an item. This feature allows users to correct their entry before submitting the survey,
and therefore creates more accurate data reporting overall. View exceptions next to each question in a matrix

260 PUBLIC Surveys
survey.
You can view exceptions for a survey in the Exceptions view. Select a description under Conditions to view the
question it applies to under Related Questions.
8.3.13 Add Products to Product Surveys
You can add products to your survey while you are completing it.
Set the flag for Add Products from Product List in the Details tab to enable adding products when completing
surveys. The products that you add when you are completing a survey can be filtered using parameters such as
product category, sales organization, and distribution channel.
Related Information
8.3.14 Satisfaction Surveys
Context
Create satisfaction surveys that you can send out to your customers using an e-mail template. Your customers can
rate how satisfied they are with several answer options based on a scale you create. You can also use all other
question types in satisfaction surveys to collect more details about your customers.
After users complete a satisfaction survey, they receive a message signifying that they have completed the survey
and thanking them for their participation. You can configure this message for each of your satisfaction surveys to
meet your brand and business needs.

Surveys PUBLIC 261
Note
Satisfaction surveys aren't available on the iPad and are therefore also not available for offline usage.
Procedure
1. Add a new survey, choose the Satisfaction category and fill in the basic information.
2. Add satisfaction questions by selecting Customer Satisfaction under Question Category and use Multiple
Choice (select one) questions to set your scale. Here, you could choose to use numerical values and give a
rating scale in your short descriptions or use the answer options to describe satisfaction.
3. Add other additional question types if you'd like to collect other data in your survey.
4. Under Survey End Message, format and enter the message you'd like your participants to receive upon
completion.
5. Select Save.
8.4 Create Surveys in Multiple Languages

Create a survey and add descriptions, questions, and answers in additional languages.
Context
When you create a survey, you can manually add other language options for the descriptions, questions, and
answers. During design time, select the globe icon to edit the language options.
Note
Multiple languages are not supported for survey exceptions.

262 PUBLIC Surveys
Procedure
1. Open a survey and under Details, select the globe icon next to the name of the survey.
2. Select Add to add an additional language to the description. You can Delete a selected (highlighted) item in the
list.
3. Once you have added or removed the languages, select Update Languages to sync all of the available text
fields within a survey with the languages. This action updates all text fields with the same languages you set for
the survey name.
Caution
If you delete a language, and select Update Languages all corresponding text fields within your survey will
deleted. Any existing text that you have entered for questions, descriptions, and answers in the language
you deleted will also be deleted.
4. Once you have added additional languages to the survey from the survey name, you can go to the Design tab
to add text for existing questions in the new languages.
Note
You can only add and remove additional languages to your survey from the survey name. You cannot add or
remove languages from any other field.
5. Select the globe icon next to a text field such as the survey name, question, description, or answer.
6. Enter the corresponding text for the language you just added. The language field will be prepopulated
according to your entry for the survey name.
7. Select OK.

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Note
You must enter text in all applicable fields for all languages to activate a survey. The system displays a
warning symbol and message when you have left a text field blank.
8.5 Complete Surveys
Choose how to answer questions and complete surveys.
Save, Finish, and Submit Surveys [page 264]

Understand your options for completing surveys.
View Survey Progress [page 265]

Use the progress bar to view your completion rate when completing a survey.
Check for Survey Exceptions [page 266]

Use the exception icon to ensure that you have entered appropriate answers.
Add Attachments to Surveys [page 266]

When you are completing a survey, you can add attachments to it.
Survey PDF Summary [page 267]

Once a survey has been completed within a visit, you can generate a PDF summary of the results.
Related Attachments [page 268]

Search for attachments that have been added to surveys.
Complete Product Surveys [page 268]

Product surveys have additional options during survey completion.
Survey Results for Individual Customers [page 271]

View survey results for individual customers.
Create a Sales Quote or Sales Order as A Follow-Up Item from a Survey [page 272]
Design your survey to create and populate a sales quote or sales order automatically based on the answers
to the questions in the survey.
Add Products to Checklist Surveys During Runtime [page 273]

When a sales representative is filling out a survey, they can add products to a product checklist survey by
selecting Add Products.
8.5.1 Save, Finish, and Submit Surveys
Understand your options for completing surveys.
Use the following actions when you are filling out a survey:
● Save surveys as drafts so you can pick them up later for completion.
● Finish to complete responses for a specific product in product checklist surveys.

264 PUBLIC Surveys
● Submit surveys to officially set a survey to status Completed and save the survey to your system.
Note
Additionally, in SAP Hybris Cloud for Customer, Extended Edition, features such as reset, submit, sort and filter
for columns, and products filter by category are supported for matrix type surveys.
8.5.2 View Survey Progress
Use the progress bar to view your completion rate when completing a survey.
At the bottom of your survey, view how many questions you've answered and the total number of questions in a
survey in the progress bar. It updates automatically each time you answer a question. For product surveys, you'll
see your progress for the product you're currently viewing and the number of questions per product.
Note
The progress bar is only available for surveys without branching, checklist surveys, and the checklist view of
product surveys.

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8.5.3 Check for Survey Exceptions
Use the exception icon to ensure that you have entered appropriate answers.
When you check for exceptions, the exception icon appears next to each question with an inappropriate answer.
Click the exception icon to see its description. You can then correct your answers to make the exceptions
disappear.
Related Information
Survey Exceptions [page 258]
8.5.4 Add Attachments to Surveys

When you are completing a survey, you can add attachments to it.
When you are completing a survey, you can capture an image with your device camera and add it as an attachment
to an answer. You have the option of selecting a size for this attachment such as small (400x400), medium

266 PUBLIC Surveys
(600x600), or large (800x800). The system remembers your most recent selection and applies it to the next
image you attach.
Recommendation
For performance reasons, we recommend attaching a maximum of one large picture, 10 medium pictures, or 30
small pictures per survey.
8.5.5 Survey PDF Summary
Once a survey has been completed within a visit, you can generate a PDF summary of the results.
Context
Survey summaries can include detailed information about the customer and answers to survey questions.
Summaries can vary in their content based on how your administrator has configured the survey summary
template.
Procedure
1. Open a visit and navigate to the Survey view.

2. Select a completed survey from the list of surveys.
3. Select Actions and choose Generate Survey Summary.
4. Under Survey Summaries, select the name of a survey to start the download.

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8.5.5.1 Aggregation of Survey Results
View aggregated scores in the survey summary PDF.
Aggregated scores are displayed at the bottom of the survey summary PDF document.
Note
To generate the survey summary, you must have already completed and submitted the survey.
The aggregation for product and checklist type surveys is as follows:
The aggregation is for both for scores (assigned for questions and answers) as well as for answer options (in a
question). The aggregation is calculated as follows
● Scores for product surveys - Product level maximum and actual scores
● Scores for checklist type surveys - Question level maximum and actual scores
● Answer options (Relevant only for product surveys) - Actual count and the percentage value are displayed
for the answer options selected for a question.
The following criteria apply for aggregation of survey results:
● Aggregation is calculated only for Amount, Multiple Choice, and Quantity based questions
● Aggregation rules can be displayed as: Absolute Value (valid for multiple choice questions) and Percentage
Average (valid only for amount and quantity type of questions)
Note
You must have maintained scores at each question and answer option level when designing a survey.
8.5.6 Related Attachments
Search for attachments that have been added to surveys.
Sort and search through all attachments tied to surveys. Use the advanced search options to filter by a specific
survey or date and other options to find the attachments you need.
8.5.7 Complete Product Surveys
Product surveys have additional options during survey completion.

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8.5.7.1 Status Indicator for Product Surveys
In product surveys that do not use matrix view, track progress of product questions using the status indicator that
is displayed alongside the product.
● A green bar indicates that the survey has been Set to Finish for the product.
● A green bar with white stripes indicates that a survey is in progress for the product.
● A blue bar indicates that the survey has not been started for the product.
Note
This feature is only available in the Extended Edition.
Related Information
8.5.7.2 Copy Products Added During Survey Execution for a

Next Visit
For product matrix surveys, during survey execution, you can copy products that you add to the next survey.
Set the flag Previous Answers if you want to copy the answers for these products from the previous visit. Deselect
the flag for Previous Runtime Products in the Details tab to turn-off this feature. This function is possible for visits
belonging to the same account.

Surveys PUBLIC 269
Related Information

8.5.7.3 Add Products from Past Orders in Extended Edition
During survey execution in the Extended Edition, you can add products to a survey from past orders by using the
Past Orders in the Add Products menu.
When you click Past Orders, you can select a specific query from the My Products bucket. The options include
Account Sales Orders, My Past Orders, My Past Orders for Account and My Past Orders for Account and Sales Area.
The sales orders that match the selected query are displayed to the left of your screen. To the right, you see a list
of products that belong to the selected order. By default, the list displays products for the first sales order in the
list.
Related Information
8.5.7.4 Configure Add Products from Past Orders in SAP

Hybris Cloud for Customer, Extended Edition
Administrators can enable this SAP Hybris Cloud for Customer, Extended Edition feature by selecting a scoping
question.
Sales Account and Activity Management Activity Management Surveys to find the corresponding scoping
question.
8.5.7.5 Additional Settings for Product Matrix Surveys
View additional options for questions in a product matrix survey.
In each question header, use the three dots view the following options:
Complete Question
View the full text of the question and answers if the matrix view has hidden part of the question.
Mass Answer Entry

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When you are filling out a product matrix survey with many products, save time by entering the same answer for all
products for one question. Mass answer entry is especially helpful when there is a most-used answer for a
question.
Choose Set all answers to and select an answer option. You can then change the answers for specific products
when necessary.
Filter
Choose the funnel icon to see filtering options such as ascending or descending or sort by answer.
Attachments
Select the photo icon to view any attachments available for the question.
Related Information

8.5.8 Survey Results for Individual Customers
View survey results for individual customers.
Go to the Survey Results view for an individual customer to see all surveys assigned to the individual customer. Use
the dropdown menu to select the business object you'd like to search from such as a visit and see the list of
completed surveys. You can see the details of the survey by selecting the survey name.

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8.5.9 Create a Sales Quote or Sales Order as A Follow-Up Item
from a Survey
Design your survey to create and populate a sales quote or sales order automatically based on the answers to the
questions in the survey.
Prerequisites
Create a product survey that includes two specific question types that initiate the creation of a sales quote or
order. You'll need to create a multiple choice single select question with an answer that initiates the creation of a
sales quote or order for a product and a quantity question that determines the quantity of the product to add. You
must create these questions before you add the follow-up action to your survey.
Procedure
1. When designing a survey, under Follow-Up Actions, Add a follow-up item to your survey.
2. Select Create Sales Quote or Create Sales Order from the dropdown menu.
3. Select a question from the Question dropdown menu. Only multiple choice single select questions are
available here.
4. Select the answer choice you want to trigger the creation of the sales quote.
5. Select a question from the Quantity dropdown menu. The sales quote or sales order uses the answer to the
quantity question to populate the quantity field.
Note
Selecting a quantity question and autopopulating the sales quote or sales order is optional. You can
manually input the quantity in the sales quote or order.
Example
Let's say you want to create a sales quote as a follow-up item from a survey and autopopulate quantity based on
the answer to a question. First, you'd create a multiple choice (select one) question that asks if you would like to
create a sales quote for this product with the answers yes and no. Next, you'd create a quantity question that
asks how many items to add to the sales quote. Then add the follow-up sales quote. Set the sales quote
question and the answer yes as the trigger for the creation of the sales quote. Then set the quantity question to
autopopulate the sales quote.

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8.5.10 Add Products to Checklist Surveys During Runtime
When a sales representative is filling out a survey, they can add products to a product checklist survey by selecting
Add Products.
8.6 Survey Reporting
Create reports using the data collected from your surveys to better understand your current performance and
make improvements.
You can create different types of reports based on questions, answers, and other survey categories or simply
export a single survey's results.
Survey Report Data Sources [page 273]

Create reports for your survey results.
Export Survey Results [page 274]

Export all results of a single survey for advanced reporting purposes.
Create Target Groups from Survey Reports [page 274]

Use data from survey reports to create a new target group.
8.6.1 Survey Report Data Sources
Create reports for your survey results.
You can generate survey reports based on data sources such as question categories, answer categories, survey
categories that you have defined in fine tuning or by the individual group or group of individuals who designed the
survey. In the Business Analytics work center you can find the reports for surveys by searching for the prefixes
Visit Survey: or Business Partner Survey::
● Reports with the prefix Visit Survey: are the aggregated data about surveys used in visits.
● Reports with the prefix Business Partner Survey: are the aggregated data about accounts, contacts, and
employees within satisfaction surveys.
The data sources for surveys include full text of questions and answers so you can create reports based on the
exact questions and answers.

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8.6.2 Export Survey Results
Export all results of a single survey for advanced reporting purposes.
Context
If you'd like to create a report based on the data collected from a single survey, use the export feature from within a
specific survey. This feature exports all stored data from a single survey into an Excel spreadsheet for manual
filtering or advanced reporting.
Procedure
1. From the Surveys work center, open a survey.

2. Navigate to the Results view and click Export. Your report will be downloaded as .csv file.
8.6.3 Create Target Groups from Survey Reports
Use data from survey reports to create a new target group.
You may find interesting patterns in your survey reports and want to take actions based upon your findings. For
example, you might find many customers answered a satisfaction survey negatively during a certain time period
and want to create a special promotion for these unsatisfied customers. You can create a target group directly
from a survey report and then assign a promotion to that target group.
You can create target groups from the following survey reports:
● Business Partner Survey

○ Customer Satisfaction Answers
○ Net Promoter Score
● Visit Survey
○ Answers
○ Completion Rate and Score

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9 Promotions
Use promotions to reward customer loyalty, create brand awareness, and increase revenue. Promotions can
motivate your customer to buy larger quantities or add new products to an order that can help you meet your sales
goals and objectives.
Create a promotion to show your customers your appreciation by offering a special deal on your most ordered
products or to encourage customer to try the latest addition to your inventory. You can even add attachments like
flyers and brochures to help illustrate your promotions.
When you are preparing for a customer visit, you can view the promotions available to that specific customer from
the account or visit view. Then, when you are ready to take an order from the customer, you can add the
promotional products right from the sales order screen. If your customer is interested in a specific product or if
you are trying to sell a specific product, you can view available promotions for a specific product from the product
tab.
9.1 Scope and Configure Promotions
9.1.1 Enable Promotions
To enable Promotions, administrators need to add them to your project scope.
Go to Business Configuration Implementation Project Your Project Edit Project Scope Scoping
Questions Sales Campaign Promotion Management Promotions and check the box.

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9.1.2 Configure SAP CRM TPM Promotion Replication
Administrators can enable promotion replication from SAP CRM Trade Promotion Management (TPM).
Questions Sales Campaign Promotion Management Promotions and check the box for enabling
promotions in integration scenarios.
9.2 Create Promotions
Create promotions in SAP Hybris Cloud for Customer or replicate them from SAP CRM Trade Promotion
Management (TPM) to use them in your SAP Hybris Cloud for Customer system.
Create Promotions in SAP Hybris Cloud for Customer [page 276]

Create promotions directly in your SAP Hybris Cloud for Customer system.
SAP CRM TPM Promotion Replication [page 277]

View SAP CRM Trade Promotion Management (TPM) promotions in your SAP Hybris Cloud for Customer
system.
9.2.1 Create Promotions in SAP Hybris Cloud for Customer
Create promotions directly in your SAP Hybris Cloud for Customer system.
You can create promotions for an Account, Hierarchy Node, or Target Groups based on your needs.
Note
Promotions created in SAP Hybris Cloud for Customer only exist in the SAP Hybris Cloud for Customer system
and cannot be replicated to an external system.
9.2.1.1 Add Products to Promotions
Add products, product categories, or product groups to your promotions.
To add products to your promotions, you must select a Product Planning Basis under General Information for your
promotion. Depending on your configuration, you can add a Product, Product Category, Product Group as well as
combinations of these options from the menu. Once you have chosen an option here, you can add items to your
promotion.
Add products to your promotion in the Products view by choosing Add. Depending on your system setup, you can
also add Product Groups or Product Categories to your promotion. Specify the unit measurement and effective
dates for the product. From the Products view, you can also add products that you'd like to exclude from a

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promotion by checking the box in the Exclude column for a specific product. If you've accidentally added a product
to the list, you can use the trashcan icon to remove it.
9.2.1.2 Involved and Excluded Parties in Promotions
Define the Involved Parties and Excluded Parties for your promotion.
For Involved Parties, you can assign different groups or individuals to different roles and include the business
partners who are associated with the promotion.
Under Excluded Parties, choose which Accounts within the Involved Parties you'd like to exclude.
It is useful to assign larger groups as involved parties and then exclude specific groups or individuals when making
a promotion available for many groups at once instead of adding each smaller group to the promotion one at a
time.
9.2.1.3 Promotion Attachments
Add attachments such as brochures or links with more information about the promotion.
Select Add to add a Local File, Web Link, a file From Library, or WebDAV Document to your promotion.
9.2.1.4 Copy Existing Promotions
You can create a new promotion by making a copy of an existing promotion. Any promotion in your system,
regardless of its External Status, can be copied to a new promotion. Give your promotion a new name and the
following details get copied:
● Account Type and Planning Account

● Involved Parties and Excluded Parties
● Products, Product Category, and Product Group with the effective start and end dates
● Attachments
9.2.2 SAP CRM TPM Promotion Replication
View SAP CRM Trade Promotion Management (TPM) promotions in your SAP Hybris Cloud for Customer system.
All promotions replicated from SAP CRM TPM are read-only in your SAP Hybris Cloud for Customer system.
All valid promotions are downloaded based on business configurations and the criteria within the initial download
report: CRMPCD_PROMOTION_EXTRACT.

Note
Promotions created in SAP Hybris Cloud for Customer cannot be replicated to the back end CRM. Even if your
system is integrated with SAP ERP, promotions created in SAP Hybris Cloud for Customer are standalone
promotions in SAP Hybris Cloud for Customer only.
9.2.2.1 Configure SAP CRM TPM Promotion Replication
Administrators can enable promotion replication from SAP CRM Trade Promotion Management (TPM).
Questions Sales Campaign Promotion Management Promotions and check the box for enabling
promotions in integration scenarios.
9.2.2.2 Trade Spend
View the trade spend associated with a promotion.
If your system is integrated with SAP CRM TPM, you can view your trade spend in SAP Hybris Cloud for Customer
for an individual promotion.
9.3 Use Promotions
Capitalize on cross and up selling opportunities by knowing what promotions are available for accounts, visits, and
products.
View Promotions [page 279]

View your promotions from within the sales campaign tab.
Apply Promotions in Sales Orders [page 281]

Finish Promotions [page 281]

When a promotion is finished, deactivate it in your system.

9.3.1 View Promotions
View your promotions from within the sales campaign tab.
Use the dropdown menu to choose which promotions to display then sort, search, and filter them to view specific
results. Within your results, you can sort by External Status. This status determines the availability of the
promotion to the sales team.
● Created - Once you create a promotion, the status is automatically set to Created. Created promotions show in
the system, but won’t be available to apply to a sales order.
● Released - When you are ready to activate your promotion, set the status to Released. Released promotions
are available for your team members to apply.
● Finished - After the promotion has ended, set the status to Finished. You cannot edit a promotion after you
have set the status to Finished, but you can copy it to create a similar promotion.
If you want to view promotions for specific Accounts, Products, Visits, and Sales Orders, choose the Promotions
view from within the specific account or work center. Only the promotions linked to the account, product, visit, or
sales order appear within each view.
9.3.1.1 Promotions Calendar
View Promotions in an easy to read calendar graphic.
The calendar view is available within the Promotions view under a specific Account, Product, and Visit. You can
choose the Month View, Quarter View, or a Selected Range that you define. Horizontal colored bars in a chart view
make it easy to view Planned Dates, Buying Dates, and Actual Dates for your promotions.
Promotion Dates
● Buying Start and Buying End Dates - During this time, the promotion is valid for customers.
● Actual Date - The actual date is when the orders made during the buying dates are executed.
● Planned Date - The planned dates span from the initial creation to the completion of the promotion.

Note
Promotion calendar is currently available only in the SAP Fiori Client.
9.3.1.2 Promotions in Visits
View the promotions that are tied to a Visit.
Within the Visit tab, view current and valid promotions for the selected Account. You can also view the number of
running and incoming promotions here.
9.3.1.3 Trade Spend
View the trade spend associated with a promotion.
If your system is integrated with SAP CRM TPM, you can view your trade spend in SAP Hybris Cloud for Customer
for an individual promotion.

9.3.2 Apply Promotions in Sales Orders
Procedure
1. When adding products to a sales order, select the Promotions tab to see the promotions available for the
customer account.
2. Choose which products you’d like to add, enter a quantity, and add them to your sales order.
3. Save the order and retreive pricing. Once the sales order is saved, and sent to retrieve pricing, the promotional
pricing gets applied.
Note
You only see promotions with Released status in the Sales Order tab.
9.3.3 Finish Promotions
When a promotion is finished, deactivate it in your system.
When a promotion has ended and all promotional orders have been fulfilled, change the External Status to Finished
to deactivate the promotion. You cannot edit a promotion after you have set the status to Finished, but you can
copy the promotion.
9.4 Promotion Data Sources and Reports
Create reports and analyze your promotion data.
The following data sources are available for promotions:
CODCOIBTDB - BTD References for Sales Order Items – Promotional products can be part of the sales order. This
BTD references can be used to analyze the promotional revenue from sales orders.
CODPRMHB - Promotions – This data source contains all the relevant data that would be required to analyze the
promotions that are available.
CODPRMPCU - Product and Product Category in Promotions – This data source can be used with the above two
data sources to analyze the promotions that are relevant for either a product or for a product category.
CODPRMPGB - Product Group in Promotions - This data source can be used with CODCOIBTDB, CODPRMHB to
analyze the promotions that are relevant for a product group.
CODPRMPGU - Product and Product Group in Promotions - This data source can be used with CODCOIBTDB,
CODPRMHB to analyze the promotions that are relevant for either a product or for a product group.

9.5 Promotions Offline
Information on field level availability of promotions in offline.
Promotions Offline
Tab Section Field Create Edit Display Edit* (Can edit

diectly/via ac
tions/via navi
gations
OVERVIEW General Infor

mation
ID N N Y N
Name N N Y N
Type N N Y N
Objective N N Y N
Tactic N N Y N
Account Type N N Y N
Target Grou N N Y N
External Status N N Y N
Currency N N Y N
Product Plan N N Y N
ning Basis
Plan Start Date N N Y N
Plan End Date N N Y N
Buying Start N N Y N
Date
Buying End Date N N Y N
Priority N N Y N
Employee Re N N Y N
sponsible
Sales Unit N N Y N
Sales Organiza N N Y N
tion

diectly/via ac
tions/via navi
gations
Distribution N N Y N
Channel
Division N N Y N
Territory N N Y N
Actual Start N N Y N
Date
Actual End Date N N Y N
Notes Notes N N Y N
Description Description N N Y N
Objective Objective N N Y N
Products Description N N Y N
Unit N N Y N
Effective From N N Y N
Effective To N N Y N
Exclude N N Y N
Involved Par Involved Parties

ties
Role N N Y N
Name N N Y N
Action N N Y N
Add N N Y N
Actions N N Y N
Product and Product and

Product Cate
Product Cate
gories
gories
Description N N Y N
Unit N N Y N

diectly/via ac
tions/via navi
gations
Effective From N N Y N
Effective To N N Y N
Exclude N N Y N
Actions N N Y N
Attachments Attachments
Title N N Y N
Type N N Y N
Changed On N N Y N
Changed By N N Y N
Actions N N Y N
Trade Spend Trade Spend
Promotions Offline Actions
Tab/Global Section Action Offline Availability
Global Refresh Y
9.6 Promotions FAQ
Check out some of the frequently asked questions for promotions.
9.6.1 Can promotions from the backend on-premise CRM be

replicated to this system?
Yes, promotions from the backend TPM/CRM system can be replicated to your SAP Hybris Cloud for Customer
system. However, only the fields that are relevant for retail execution are available.

9.6.2 Can promotions be created in this system?
Yes, promotions can be created as stand-alone promotions in SAP Hybris Cloud for Customer, but cannot be
replicated to any other system such as SAP ERP.
9.6.3 Are there any third-party software systems to integrate

with SAP Hybris Cloud for Customer to replicate
promotions?
No, it can only be integrated to TPM/CRM.
9.6.4 Can I do promotion planning and promotional claim and

funds management in SAP Hybris Cloud for Customer?
No, both processes happen in the back end CRM.
9.6.5 Is promotional pricing replicated from SAP ERP to this

system?
No, promotional pricing is not replicated from SAP ERP or stored in SAP Hybris Cloud for Customer. You'll need to
retrieve pricing from your SAP ERP system after creating a Sales Order.
9.6.6 If I've already added customers to a promotion, can I

remove some of them without removing all of them?
Yes, you can edit the list of Involved and Excluded Parties within each promotion.
Context
Once you create a promotion, and add a Planning Account, you can choose to add or remove additional parties.

Procedure
1. Open the Promotion.

2. Go to the Excluded Party view.
3. Check the box next to the customers that you'd like to temporarily remove from the promotion
9.6.7 How can I see promotional pricing when taking orders?
After you have completed taking an order, retrieve pricing from SAP ERP to see the promotional prices.
Promotional prices are not stored in SAP Hybris Cloud for Customer.
Context
Your system must be integrated with an external SAP ERP system to retrieve promotional pricing. Once you have
created a sales quote or sales order, you can retrieve pricing.
Procedure
1. In your sales order or sales quote, open the Products view.

2. Use the Actions button and choose Simulate, Transfer, or Finish to retrieve pricing from SAP ERP.
3. View your adjusted pricing under Product Pricing.

10 Partner Management
Partners in the SAP Hybris Cloud for Customer system refers to individuals who are associated with the resellers,
brokers, service providers, distributors, or other entities with which your organization collaborates. The SAP
Hybris Cloud for Customer system offers following feature possibilities for partners:
● Partner Channel Management that offers a whole lot of possibilities to set-up business and communication
channels with your partners.
● Partner Portal that enables channel partners to design a new generation user experience that they can use
collaborate on critical opportunities.
● Partners work center that facilitates the exchange of information between members of your organization with
partner contacts. In the Partners work center, you can:
○ Maintain and manage partner and partner contacts
○ Create, edit and mass upload partner and partner contact details
○ Assign partner program and partner type to partners
○ Configure and assign relationships between partners and accounts so that partners are automatically
determined in business transactions.
Note
All accounts, customers, employees, contacts, partners and competitors are considered as business partners in
the system. Therefore, all functions that are common to business partners are applicable to them.
10.1 Configure Partner Data
Following topics discuss the configuration possibilities for partner data.
10.1.1 Configure Partner ABC Classification
Administrators can maintain partner ABC classification.
Go to Business Configuration Implementation Projects Your Project Open Activity List Partners
Maintain Partner ABC Classification .

Partner Management PUBLIC 287
10.1.2 Scope and Configure Partner Channel Management
As an administrator, you can enable and select the following scoping questions under Partner Channel
Management. To do this, go to "Business Configuration" "Implementation Projects" "Your Project" "Edit
Project Scope" "Questions" "Partner Channel Management" "Partner Management" "Partner Program
Management" and scope the following questions:
● Do you want to migrate funds management data?

● Do you want to migrate loyalty management data?
● Do you want to migrate partner programs?
● Do you want to migrate partners?
Note
Following data migration and upload templates are available to support the above scoping questions:
● Partner, Partner Contact with addresses

● Partner Program and Partner Product Dimensions
● Marketing Funds (summary level)
● Loyalty Management (summary level)
The above scoping questions capture the following features of the solution: partner funds management
information, partner loyalty points, partner programs and partner types.
10.1.3 Configure Assignments and Access Restrictions
As an administrator, use following assignments to configure access restrictions for partners and partner contacts:
● Organizational unit and business roles

● Territories and accounts
● Transactions such as leads, opportunities, activities, quotes, orders, service tickets and so on.
Restriction Rule - Partner of Partner Contact
Configure business roles with access restriction rule - Partner Contact of Partner to enable partner contacts share
objects or transactions with other partner contacts within a partner organization. This configuration does not
require any further territory or org. assignments.
Currently this restriction rule is available for access contexts 1015 and 1016. It is possible to restrict all master data
and transactional work center views with 1015 (Employee, Territory, Account, Sales Data) and 1016 (Employee,
Territory, Account, Sales Data).

288 PUBLIC Partner Management
10.1.4 Configure Business Partner Types
As an administrator, you can configure business partner types.
Account and Activity Management Account Management Business Partner Types and select the scoping
question Would you like to manage partners, such as resellers, in your system?. This selection allows you to
choose partners and partners contacts to manage business relationships with partners (such as resellers) and
their contacts.
10.1.5 Configure Partner Programs
Administrators can configure the various partner programs listed below. Go to Business Configuration
Implementation Projects Your Project Fine-Tune Partner Channel Management Partner Management
Partner Program Management Partner Programs , and define the following:
● Codes for partner programs

● Business codes for partner portal
● Tier-level codes for partner programs
● Codes for partner types
● Number ranges for partner programs

10.2 Partner Channel Management
Use Partner Channel Management (PCM) solution to work together with partners allowing closer collaboration.
If your solution includes integration with the SAP HANA Cloud Portal, you can make partner channel management
available in the partner portal.
Using Partner Channel Management
Partner Channel Management (PCM) allows you to manage partner relationships to optimize channel operations
for sales and service related processes. To achieve this, you can onboard partners and provision access to the SAP
Hybris Cloud for Customer for the partner contacts. Once onboarded, an active collaboration can be set-up
between the vendors and partners including content management. Use the analytics to manage channel partner
relationships throughout the partner life cycle.
Highlight of the collaboration is the partner led lead management and deal registration as well as approval process
for sales. Also use PCM in managing tickets with service partners.
Leads
Here is what you can use leads for in partner channel management:

● Maintain accounts, contacts, products, activities and attachments for leads.
● For lead qualification, assignment, routing, notifications and scoring (including predictive scoring).
● Create and track sales campaigns.
● For lead conversion and processing.
● In lead tunnel analysis and planning.
Opportunities
Here is what you can use opportunities for in partner channel management:
● To maintain opportunity data.

● To manage the opportunity pipeline.
● Collaborate with partners using SAP JAM.
● For revenue scheduling and revenue trend.
● For sales analytics such as average sales cycle and win/loss reports.
How you can Use SAP JAM?
SAP JAM offers following possibilities for collaborating with your partners:
● Engage your partner in ideation discussions that help you uncover deeper needs and Include them to close the
gap and get results faster
● Collaborative workspaces to engage internal sales teams and partner contacts and keep them up-to-date with
the latest content
● Cross functional teaming with collaboration – multimedia, history, commentary, discussion
● Crowd source competitive insight
● Mobile access to the latest information
JAM Groups
Bring your partners on a single collaboration platform to increase partner engagement and loyalty. Use dedicated
communities to connect with your partner contacts to exchange ideas, collaborate and deliver superior content.
Collaboration on JAM happens using JAM groups. Use any of the following group types:
● Private - Accessible internally within an organization

● Public - Accessible to all partners who choose to join the group
● External - Accessible to customers, partners and other interested parties who join the group
Example
Social Opportunity Management: A sales manager uses the Deal Room work pattern to collaborate with sales
team from SAP Hybris Cloud for Customer, with a goal to win a sales opportunity.

Related Information
Partner Portal for Partner Channel Management [page 295]
10.2.1 Deal Registration
Deal registration on partner portal enables channel partners to work with leads and opportunities in sync with and
without conflict with other partners.
Partner contact creates and submits prospective deal
Once deal registration is active in your solution, the partner contact creates and submits a prospective deal, as
follows.
1. The partner contact logs on to the solution.

2. The partner contact chooses Sales Deal Registration .
3. On the following screen, the partner contact chooses New.
4. All required information is entered.
Note
If desired, the partner contact can select the Use Existing Account option to assign the deal to a prospect
that already exists in your solution.

5. In the Status field, the partner contact specifies one of the following entries:
○ Draft, allowing the deal to be finalized later, or
○ Submitted, causing the deal to be routed to the brand owner for consideration
6. The partner contact saves the deal.
Note
If the partner contact has submitted the deal, then he or she cannot edit it again, unless the brand owner
assigns it Draft status at a later time.
Brand owner considers submitted deal
Once the prospective deal is submitted, the brand owner considers it, as follows.
1. The brand owner logs on to the solution.

2. The brand owner chooses Sales Deal Registration .
By default, all deals are displayed.
3. Choosing the Grouped Deals filter, the brand owner views prospective deals grouped by end customer, product
and end date.
4. The brand owner opens any deal in Submitted status.
5. On the next screen, in the Status field, the brand owner specifies one of the following entries:
○ Draft, if the deal is to be returned to the partner contact for revisions to occur, or
○ In Review, if the deal is to undergo customer aliasing and potentially receive acceptance
6. The brand owner saves the deal.
Brand owner performs customer aliasing
Once the prospective deal is in review, the brand owner determines whether to create a new account for the
prospect, or to assign an existing account to it, as follows.
1. The brand owner opens any deal to which the status Submitted or In Review is assigned.
2. The brand owner chooses Actions Convert to Account .
If duplicate checks for business partners are active in the system, potential duplicates are displayed.
3. To complete customer aliasing, the brand owner performs one of the following actions:
○ Clicks on the link of the potential duplicate business partner to assign that account to the deal, or
○ Saves the prospect associated with this deal to complete its conversion into an account.
In response, the account information is assigned to the deal.
Brand owner accepts deal
If the brand owner decides to accept the deal, the following steps occur.

1. The brand owner opens any deal to which the status In Review is assigned.
2. The brand owner modifies the status from In Review to Accepted, enabling it to be converted to an opportunity,
when applicable.
Brand owner converts deal to opportunity
Once the brand owner is satisfied with the accepted deal and wants to convert it to an opportunity, the following
steps occur.
1. The brand owner opens any deal to which the status Accepted is assigned.
2. The brand owner chooses Actions Convert to Opportunity .
In response, the deal is converted to an opportunity.
In response, the status Converted is assigned. Neither the partner contact nor the brand owner can edit the
deal further, for it has become an opportunity.
10.2.1.1 Configure Deal Registration
Prerequisites
● Your business users are authorized to access the Sales Deal Registration work center view, where deals
are managed.
● The corresponding master data for partner contacts, products, pricing and so on are present in your solution.
Enable Deal Registration
Deal Registration
To make the Sales Deal Registration work center view visible in your system and thereby ena
ble authorized users to manage deals, you, as an administrator, select the checkbox of the scoping
setting Sales Deal Management Deal Registration .
Deal Registration
In fine tuning, you, as an administrator, add the Deal Registration activity, then edit the activity to
define the engagement type codes — for example Co-Sell, or Re-Sell — and to determine the ques
tions that channel partners will answer when they submit prospective deals. If you are not satisfied
with these pre-delivered questions, then you can edit or delete them, as desired, or add new ones.

10.2.1.2 Reports for Deal Registration
Reports that give you more insight about deal conversion rate, deal items by product, and deals by status are
available, along with new data sources related to deal registration.
The following reports are delivered:
1. Deal Conversion Rate - Last 12 Months, whose technical name is CODDEALU_Q0001, displays the rate of
conversion of deals to opportunities in the last 12 months
2. Deal Items by Products, whose technical name is CODDEALI_Q0001, displays the distribution of deal items by
products.
3. Deals by Status, whose technical name is CODDEALH_Q0001, displays the distribution of deals by status.
The following data sources are also available:
Data Sources for Deal Registration
Data Source ID Data Source Name Description
CODDEALU Deal Registration Funnel Contains all deal registrations and their
related objects.
CODDEALHB Deal Registration Header Details Contains the deal registration docu
ment’s header information.
CODDEALIB Deal Registration Item Details Contains the deal registration docu
ment’s item information
10.2.2 Collaborate using SAP Jam
Bring your partners on a single collaboration platform to increase partner engagement and loyalty. Use dedicated
communities to connect with your partner contacts to exchange ideas, collaborate and deliver superior content.
10.3 Partner Portal for Partner Channel Management
Note
The partner portal is powered by SAP Cloud Platform. See the topic Integration Landscape for Partner Portal
in this chapter.

About Partner Portal
The partner portal enables channel partners to design a new generation user experience that they can use
collaborate on critical opportunities. Use partner portal to:
● Self-register as a new partner.

● Invite new partner employees.
● Maintain partner contact details.
● Add and track leads and opportunities.
● Manage tasks and appointments.
● Access import content, channel enablement tools and resources.

10.3.1 Partner Portal Integration Landscape
Landscape details for the partner portal set-up.
10.3.2 Partner Registration and Onboarding

10.3.3 Setting Up Your Partner Portal
Set up your partner portal so that your channel managers can engage more efficiently with your partner network.
You can quickly create a Partner Channel Management (PCM) solution from the SAP HANA Cloud Platform portal
service GitHub repository and deploy it to your account. For more information, see: https://github.com/SAP/hcp-
portal-service-for-pcm . .
Use the portal to give your partners all the information they need and make it easier to do business with your
company. The goal is to help channel managers to efficiently engage with partners and enable their experts by:
● Providing a harmonized, central partner experience

● Providing easy, role-based access to high-value content, key information and intuitive self-services
● Empowering partners to efficiently and self-sufficiently support go-to-market campaigns and drive indirect
revenue
Set Up Overview
The partner portal is based on SAP HANA Cloud Platform and leverages various platform services such as the
portal launchpad, identity and user management, connectivity and roles, security as well as SAP Web IDE /
SAPUI5 for custom development and extensions.
Customers can create their own partner sites or start with the provided apps delivered via the predefined
integration with SAP Hybris Cloud for Customer which serves as the central system of record for the relevant
business objects (partners, leads, opportunities, etc.) and the configuration of their meta data. The partner portal
solution provides pre-configured web applications that visualize the data from SAP Hybris Cloud for Customer
exposed via oData services.
Recommendation
To ensure proper functionality, user accounts for your partner managers must be created on the portal site, not
on the SAP Hybris Cloud for Customer system.
10.3.3.1 Prerequisites
SAP Hybris Cloud for Service has set up and configured the integration between your SAP Hybris Cloud for
Customer system and the SAP HANA Cloud Portal, a separately licensed solution.
For information on integrating your SAP Hybris Cloud for Customer system with SAP HANA Cloud Portal, contact
your SAP Hybris Cloud for Service representative.

10.3.3.2 Create Trust Between the Customer Account and SCI
Context
For the logon scenario, proceed as follows to create trust between the customer account and SCI.
Procedure
1. In the SAP HANA Cloud Platform Cockpit, open the customer account.
1. Navigate to the Trust settings.
2. Edit the Local Service Provider settings.
3. Change the Configuration Type to Custom.
4. Choose Generate Key Pair to display the signing key and certificate.
5. Change the Principle Propagation to Enabled.
6. Save your settings, then choose the Get Metadata link to download the metadata.
7. Open the Trusted Identity Provider tab, then choose Add Trusted Identity Provider.
8. Browse to locate the IDP metadata file, then upload it.
Note
To find this file, navigate to
https://[your SCI account name].[account domain].ondemand.com/saml2/metadata.
9. On the General tab, change the User ID Source to attribute and the Source Value to mail.
10. On the Attributes tab, choose Add Assertion-Based Attribute, then add the following attribute mapping.
Assertion Attribute Principle Attribute
first_name firstname
last_name lastname
mail email
11. Save your entries, then exit the customer account settings.
2. Open the administrator page of your SCI IDP account, located at
https://[your SCI account name].[account domain].ondemand.com/admin.
1. Choose Applications.
2. Add a new application, specifying the customer's name as the application name.
3. Open the SAML 2.0 Configuration and upload the customer's account SP metadata, which you
downloaded in step 1f. of the current task.

4. Save your entries, then exit the applications settings.
Upon completing this procedure, you should be able to log on to the SAP HANA Cloud Portal space with the
user ID (that is, e-mail) that was assigned to it when the customer's account was provisioned.
Note
If you cannot log on with this user ID, ensure that it has been added to the SCI account by visiting the SCI
administrator page and uploading the user and user details in a .csv file format.
10.3.3.3 Create Trust Between the Customer Account and the

SCI API
Context
For the SAP ID invitation flow scenario, proceed as follows to create trust between the customer account and the
SCI API.
Procedure
1. Request a certificate to be used for authentication from the SAP Support Portal .
2. Open a KeyStore Explorer application, then proceed as follows.
1. Choose Create a new KeyStore.
2. Specify the JKS type.
3. Choose Tools Import Key Pair .
4. Choose PKCS #12.
5. In the Decryption Password field, specify the certificate password, then choose the certificate file.
6. Choose an alias, or accept the default setting.
7. When you are prompted to choose a new password, enter the original certificate password.
8. Save the .jks file with the file name sapid.jks.
9. When you are prompted to choose a new password, enter, again, the original certificate password.
1. Choose Destinations.
2. Upload the sapid.jks file.
4. Open your SCI IDP account.
1. Choose Certificate for API Authentication.
2. Upload the public part of the P12 certificate that you created, which is determined as follows:
○ Open Microsoft Internet Explorer®.

○ Choose Internet Options Content Certificates Import .
○ Choose the P12 file.
○ Enter the password that you specified when you created the certificate.
Note
Accept the default checkbox selections.
○ Place the certificate in the Personal store, then choose Finish.

○ Find the certificate that you uploaded into the Personal store, then choose Export.
○ Choose Next until you view the file format options.
○ Select the Base-64 encoded X.509 (.cer) format.
○ Enter a file name for the exported file, then choose Finish.
○ Using Notepad, open the exported file and copy the entire text, including the header and footer.
10.3.3.4 Create Trust Between the Customer Account and SAP

Hybris Cloud for Customer
Context
For the SAP Hybris Cloud for Customer invitation flow scenario, proceed as follows to create trust between the
customer account and SAP Hybris Cloud for Customer.
Procedure
1. Open the trust management settings of the SAP HANA Cloud Platform customer account.
1. Copy the entry in the Local Provider Name field.
2. Copy the entry in the Signing Certificate field, and save it in .cer format.
2. Within a separate browser window, log on to SAP Hybris Cloud for Customer in the Microsoft Silverlight® client
with administrator authorizations.
1. In the Administrator work center, under Common Tasks, choose Configure OAuth 2.0 Identity Provider.
○ Choose New OAuth 2.0 Provider.
○ In the Issuing Entity Name field, paste the entry that you copied in step 1a. of the current task.
○ From the Primary Signing Certificate field, choose Browse to locate the file in .cer format that you
saved in step 1b. of the current task.
○ Select the E-Mail Address checkbox.
○ Choose Submit.
2. Choose Administrator OAuth 2.0 Client Registration .

○ Choose New.
○ Specify the client secret, client description, and token lifetime (in seconds).
○ In the Issuer Name field, use the dropdown list to specify the identity provider that you created in step
2a. of the current task.
○ Choose Save and Close.
10.3.3.5 Upload Destinations to the Customer Account
Procedure
2. Upload the following destinations, along with the associated parameters.
1. SAPID
This destination is used for the SAP ID invitation flow scenario, and consists of the following parameters.
Note
Replace any text denoted in bold with the information that pertains to your solution.
Name=sapid
Type=HTTP
URL=https://[your SCI account name].[account domain].ondemand.com
ProxyType=Internet
Authentication=ClientCertificateAuthentication
KeyStore Location=sapid.jks
KeyStore Password=[password specified when you created the certificate]
TrustAll=true
2. C4C
This destination is used for connecting to SAP Hybris Cloud for Customer during its invitation flow
scenario, and consists of the following parameters.
Note
Replace NNNNNN with the numbers that are associated with the URL of your SAP Hybris Cloud for
Customer tenant.
Name=C4C
Type=HTTP
URL=https://myNNNNNN.crm.ondemand.com
ProxyType=Internet
Authentication=OAuth2SAMLBearerAssertion
Audience=myNNNNNN.crm.ondemand.com
Client Key=[OAuth client ID from SAP Cloud for Customer]
Token Service URL=https://myNNNNNN.crm.ondemand.com/sap/bc/sec/oauth2/token?
sap-client=[client number]

Token Service User=[OAuth client ID from SAP Cloud for Customer]
Token Service Password=[password specified in Client Key field during SAML
client configuration]
authnContextClassRef=urn:oasis:names:tc:SAML:2.0:ac:classes:PreviousSession
nameIdFormat=urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress
scope=UIWC:CC_HOME
3. C4C Public
This destination is used for connecting to SAP Hybris Cloud for Customer during an anonymous scenario
on a public site, and consists of the following parameters.
Note
Replace NNNNNN with the numbers that are associated with the URL of your SAP Hybris Cloud for
Customer tenant.
Type=HTTP
authnContextClassRef=urn:oasis:names:tc:SAML:2.0:ac:classes:PreviousSession
Authentication=BasicAuthentication
Name=C4C__public
ProxyType=Internet
URL=URL=https://myNNNNNN.crm.ondemand.com/sap/byd/odata/v1/pcmportal
nameIdFormat=urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress
User=[Administrator User ID]
Password=[Administrator Password]
scope=UIWC:CC_HOME
4. c4c_pcmpublic
Note
Name=c4c_pcmpublic
Description=destination to public self-registration widget
URL=[URL of the customer account subscription to the pcmpublic Helium
application]
ProxyType=Internet
Type=HTTP
Authentication=NoAuthentication

11 Calendar
You can create new appointments, visits, and phone calls in the calendar. You can also quickly locate and filter
information by work week, day, week, month, and agenda and also by type and by status.
Your calendar shows all of your appointments, visits, and phone calls. Each one is color- coded, based on its status.
You can even view another colleague's calendar or the calendar for your team.
Got a minute? Check out all the calendar features in this video!
11.1 Use the Calendar
Create appointments, visits, or phone calls right from your calendar.
Context
You can create appointments, visits, or phone calls on the fly right from your calendar. Here's how:
Procedure
1. Depending on the device you are using, select or long press on a block of time in your calendar or choose the
plus icon (+).
2. Select the item type that you want to create.
3. Enter the details and save your entries.
Results
Your appointment, visit, or phone call appears in your calendar.

304 PUBLIC Calendar
11.1.1 View Other User’s Calendars
The default view shows your calendar with your activities. Learn how to see the calendar of any of your team
members and find out their schedule.
1. Select the user icon at the bottom right and choose Other Calendars.
2. Search for and select the name of your colleague. Your calendar is replaced by your colleague's calendar.
3. After you have checked your colleague's schedule, choose My Calendar from the user icon to see your
calendar view.
Remember
It is not possible to display more than one calendar at a time.
11.2 Use the Team Calendar
Managers can use the team calendar to get an idea of their team's activities for the day and get coverage in the
case of illness or vacation time.
This one-minute video shows you how useful the team calendar can be!
11.2.1 Reschedule Activities in the Team Calendar
When a scheduling conflict arises, you can reschedule your team's activities quickly and in one place, on the team
calendar.
In the team calendar, you can switch the employee responsible for an activity from one team member to another
with drag and drop.
Note
If you use add-ins to synchronize your e-mail with SAP Hybris Cloud for Customer, your e-mail software only
defines the organizer of the activity. When you synchronize, your SAP solution uses the name of the organizer as
the employee responsible as well. Therefore, if the original employee responsible was also the original organizer
of the activity, the new employee responsible becomes the organizer.
All other parties involved in this activity remain unchanged.

Calendar PUBLIC 305
306 PUBLIC Calendar
12 Library
The Library allows you to store documents, pictures, or other files directly in the solution.
Here you can view, edit, or delete files. Version tracking and exclusive editing rights using a check in/check out
policy ensure that the files are always up to date, and searching and linking functions allow you to easily find and
share your files with colleagues.
From the details screen, you can select the following tabs for a document:
Add a Document
1. Under Library, choose the + icon. The Add Document window appears.
2. Browse to the file location. If necessary, change the automatically populated title.
3. Select Enable Versioning if you want to track the history of the document.
Note
When versioning is enabled, a revision is represented by an increase in the version number of the
document.
Display a Document
● From the Library, hover your cursor on the title of the document. The information about the document is
displayed. Choose the title from the list or in the window.
The Document details window opens.
● In the Header View, you have an overview of the properties of the document.
● Overview gives you recent updates of the documents as well as version information.
● Notes provides you with information regarding the latest notes update on the document. You can edit to add a
new note or to update an existing one.
● Version provides an overview of the versions of the document.
● You can also use flags, favorites, and tags for the documents in the library.
Edit a Document
1. From the Library, select the document you want to edit.

Library PUBLIC 307
Note
Only editable content like a .doc file can be checked out for editing, not images. Versioning must be enabled.
2. Select Check out. You can now edit and save the document.
3. After editing, upload a new version of the document by choosing Actions Check In and browsing to the
updated file.
Search for a Document
1. From the Library, choose the Filter icon.

2. Select your parameters in the lists displayed, or enter your search term by selecting the search icon. The
system displays the documents matching your criteria.

308 PUBLIC Library
13 Attachment Search
View and download attachments that have been uploaded to your system.
● Use default query sets for Last Week's Attachments, Last Month's Attachments, My Attachments, My Teams'
Attachments, and All to filter attachments results.
● Users can utilize default sets of Last Month’s and Last Week’s Attachments to quickly see attachment results.
● Navigate (from the search screen) to the target business object
● Sort the search results set in ascending or descending by standard criteria and the appropriate data appears
in the search results table.
● Use action - Download to download a single file. You can also select multiple files for download. This downloads
a compressed zip file containing the selected files.
● Use action - Refresh to update the Attachments work center view with any changes that you have made to the
attachments in the business objects.
● Use the same access restrictions maintained for specific business object to allow or restrict access to
attachments.
● Delete an attachment from a business object and this also deletes the document from the list in the
Attachments work center view. Similarly you will find that any corresponding actions that you perform for a
business object (such as create or edit) will be updated in the Attachments work center view.
● The maximum number of results per result set is restricted to 5000.
13.1 Request Bulk Attachment Downloads
Request a bulk attachment download and download the attachments from the attachment download monitor.
Context
If you have selected more than 100MB of attachments to download from your attachment search results, the
attachments must be grouped into multiple smaller sets that are less than 100MB in size before you can download
them. You'll create a bulk attachment download request that gets scheduled for grouping and made available for
download. Each bulk attachment download request has its own ID and can be found in the attachment download
monitor.
In the attachment download monitor, you can view your download requests, the download request status, view the
expiration date and time, and download the requested attachments when they are ready. The attachments are
only available to download for 24 hours after the download request is created. You can download and see only the
download requests that you have requested.

Attachment Search PUBLIC 309
Note
You can only create two bulk attachment requests at a time. If you currently have two bulk attachment requests
in your attachment download monitor, you must wait until one expires to create a new request.
Procedure
1. Select the attachments you want to download and choose Actions Download . If the total size exceeds
100MB, a download request is scheduled.
2. Go to Library Attachment Download Monitor and locate the download request ID to view the status of
the requested attachments.
3. Once the requested attachments are compressed with the status Ready for Download, you can download it.
The attachment download monitor shows the expiration date and time at which your attachments are no
longer available to download.
13.2 Search Attachments
Search for specific items that have been uploaded to your system.
Under Library Attachments , search for attachments that are uploaded for various business objects. The
current release supports the complete attachments search functionality for sales orders, accounts, sales quotes,
opportunities, visits, appointments, activities, leads, sales campaigns, and e-mail business objects.
● Search for all documents for a business object

● Use advanced search to search using Object ID/Type, Name, Accounts, Sales Organization, Distribution
Channel, Uploaded On (Attachment Date), Uploaded By, and Attachment Format.
● Use standard and extension fields for accounts to search using a specific account.
● Create and save personalized search queries with selected search criteria.

310 PUBLIC Attachment Search
In the Attachments work center, use the dropdown menu for Attachment Type to filter your search results by an
attachment type in your system.
13.3 Use Attachment Search for Custom Objects
Search for attachments that are a part of custom business objects.
If you have custom business objects in your system that contain attachments, these attachments can be included
in the attachment search under Library Attachments . Use the advanced filter to search for attachments
based on a specific custom business object. Administrators can configure which custom business objects get
included in the attachment search.
13.4 Configure Attachment Search for Custom Objects
Administrators can configure attachment search for customer objects with a fine-tuning activity.
Configure Business Objects for Attachment Search to activate attachment search for your business objects.
You see the current, default business objects in the list. Use the Active checkbox to activate or deactivate the
object for attachment search.
To add a custom business object to the list, you'll need to add a row for your custom object and define the
following:

Attachment Search PUBLIC 311
● Object Identifier - A unique identifier to identify this configuration. It should start with "Z".
● UI Path for Authorization Context - This Unique ID (taken from UI designer) of the UI component provides the
authorization context for search. This OWL component can be a reused standard OWL of SAP if the custom
business object derives the authorization context from it.
● Active - Indicator to activate or deactivate the custom business object from search.
● Description - Translatable description of the custom business object. This description appears in object
dropdown box, in the advanced search for attachments.
● Properties - Use the Solution Explorer in PDI Studio to set the following properties:
○ Object Name - A valid name of the custom business object. It has a .bo file extension in the Solution
Explorer.
○ Object Namespace - A valid namespace where the custom business object is defined. In can be found in
the solution properties in the Solution Explorer..
○ Object Query Node Name - A valid node name on which the custom business object's query is defined. In
the Solution Explorer, under your custom business object name, double-click the .qry file to retrieve the
query node name.
○ Object Query Name - A valid query name defined on the custom business object. In the Solution Explorer,
the object query name is under the object query node name.
○ Search Parameter Name Account ID - Optional - A valid data element path to the search parameter
account ID defined in query.
○ Search Parameter Name Sales Organization ID - Optional - A valid data element path to the search
parameter sales organization ID defined in query.
○ Search Parameter Name Distribution Channel - Optional - A valid data element path to the search
parameter distribution channel. In the Solution Explorer, right-click on the .qry file and select Execute
Query. In the window that opens, use Parameter dropdown menu.
○ Object Thing Type Name - A valid "Short_ID" value taken from UI designer that represents the thing type
name of custom business object. It has a .TT file extension in the Solution Explorer.
○ Search Result Attribute ID - Optional - A valid data element path to the identifier of the business object
that can be used to identify the business object in the search results. If this value is not maintained then
UUID of the business object is shown in the search result. This attribute is used to help the user to
uniquely identify the business object of the corresponding attachment. You can give any element
maintained the custom business object. It is recommended to use the alternative key of the business
object.

312 PUBLIC Attachment Search
14 Accounts and Individual Customers
Account management capabilities offer a holistic view of the customer, and allow you to capture, monitor, store
and track all critical business information about customers, prospects and partners.
Account management capabilities offer a holistic view of the customer, and allow you to capture, monitor, store
and track all critical business information about customers, prospects and partners. Use this information to focus
on your most profitable customers, maintain satisfaction and loyalty and consistent interaction across all
channels.
Note
All accounts, individual customers, employees, contacts, partners and competitors are considered as business
partners in the system. Therefore all functions that are common to business partners are applicable to them.
Note
In SAP Hybris Cloud for Customer, the Customers refers to corporate accounts, individual customer accounts
and contacts. Accounts represent organizations with which business is done and Individual Customers
represent persons with whom business is done. Create business accounts to represent your customers in your
system. This chapter explains the features around the corporate accounts and individual customer accounts.
Most features are common to both accounts and individual customers. However you can maintain contacts only
for corporate accounts and not for individual customers. For information on contacts, see Contacts
Management

Accounts and Individual Customers PUBLIC 313
14.1 Scope and Configure Accounts
Scoping and configuration for accounts.
Accounts management is comprehensive with a host of features and configuration possibilities. For most of these
functional features, you as an administrator, will need to maintain the required configuration. The topics below
describe the configuration in detail.
14.1.1 Enable Accounts
Administrators can enable and scope accounts in the business configuration.
To scope and enable accounts, go to Business Configuration Implementation Projects Your Project Edit
Project Scope Sales Account and Activity Management Account Management.

314 PUBLIC Accounts and Individual Customers
14.1.2 Configure Default Customer Roles
Administrators can define customer roles.
To maintain the required configuration, go to Business Configuration Implementation Projects Your Project
Open Activity List Accounts Maintain Customer Roles .
14.1.3 Configure Basic Business Partner Details
Administrators can maintain the basic business partner attributes such as titles, relationships, name and so on.
Go to Business Configuration Implementation Projects Your Project Open Activity List General Business
Partners Accounts to maintain the following configuration. Basic descriptions for these configurations can be
found in the system.
● General Business Partner

○ Name Formats
○ Number Ranges for Business Partners
○ Industries
○ Legal Forms
○ Marital Status
○ Professions
○ Academic Titles
○ Titles
○ Relationships
○ Tax Number Types
14.1.4 Configure Basic Account Features
Administrators can maintain the basic business configuration for accounts such as roles, classifications, payment
terms and so on.
Go to Business Configuration Implementation Projects Your Project Open Activity List Accounts to
maintain the following configuration. Basic descriptions for this configuration can be found in the system.
● Account ABC Classification

● Payment Terms
● Customer Groups
● Nielson IDs
● Customer Roles
● Delivery Block Reasons
● Billing Block Reasons
● Order Block Reasons
● Sales Document Order Block Assignment

14.1.5 Configure Account Maintenance
Configure parameters for account maintenance.
Go to Business Configuration Implementation Projects Edit Project Scope Questions General Business
Data Handling of Business Partners, scope the following questions:
● Do you want to sync accounts and contacts in your solution with Microsoft Outlook?
● Do you want to sync accounts and contacts in Microsoft Outlook with your solution?
● Do you want to see the calculated fields like active pipeline and year to date revenue in the header of the
account detail?
● Do you want to see the calculated fields like active pipeline and year to date revenue in the account hierarchy
facade of the account detail?
14.1.6 Configure International Address Versioning

Administrators can configure International Address Versioning for language maintenance.
International Address Versions and select all the countries in the list for which you need to maintain address
data. The activated scripts (for languages corresponding to the address versions) can be used to maintain master
data such as business partner name and address.
Note
You must also specify a default address version that will initially be displayed and that must be maintained for
every record. After the creation of name or address data for a non-default address version you cannot change
the default address version again.
Additionally, scope the question - Do you want to specify textual master data using international address
versions under Business Configuration Implementation Projects Your Project Edit Project Scope
Questions Built-in Services and Support Business Environment Addresses and Languages International
Address Versions.
14.1.7 Enable Address Check

Administrators can configure address check that validates addresses maintained in master data for business
partners and organizational units, during migration and data replication.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Fine-Tune
Address Check to enable address check. The system checks if address data, such as country, region, and postal
code length, is consistent. Inconsistent data leads to error messages and cannot be saved or activated.
To disable the address check, select the Allow Saving of Inconsistent Data checkbox. If you select the checkbox
below, you allow the saving of inconsistent addresses for master data. The check results will then be shown as
warnings, and the data will be saved.

Note
Checks of address data for business documents are not affected.
14.1.7.1 Turn Off Country Specific Formatting for Phone

Numbers
Administrators can turn off the country specific formatting for phone numbers to avoid issues during replication of
business partner addresses.
To maintain the required configuration, go to Business Configuration Implementation Projects Edit Project
Scope Questions Built in Services and Support Business Environment Address and Languages and select
the scoping question - Do you want to suppress the defaulting of the country dialing code for phone numbers
without country dialing code?
Country specific formatting ensures that if the recommended format for a phone (or mobile) number is not
maintained and the dialing code is not available, then system determines the dialing code from the postal address.
However, during migration or replication, if inbound phone numbers do have the country code but are prefixed ‘00’
instead of the superior leading ‘+’, this may result in problems with migration. Use the scoping question to
suppress country formatting for such business needs.
Note
The recommended format to maintain a phone or mobile number is to start with a leading ‘+’ followed by the
country dialing code, for example, ‘+49 (6227) 7-47474’.
14.1.7.2 Maintain Custom Name Prefixes For Country Specific

Requirements
Administrators can define custom prefixes for business partner names under Business Configuration
Implementation Projects Your Project Open Activity List General Business Partners Maintain Name
Prefixes .

This configuration allows you to maintain country-specific name prefixes. Before configuring the prefixes, map
them to corresponding values in external systems such as SAP S/4HANA in order to ensure seamless replication
of business partner data.
14.1.8 Configure Maps
Administrators can configure Google Maps or AutoNavi Maps for different accounts.
Configure the Maps Mashup
To enable map view via mashup, proceed as follows:
1. Choose Administrator Business Flexibility Mashup Authoring .

2. On the Mashup Authoring screen, select Custom Mashups from the dropdown menu.
3. Perform a search for the mashup ID. The mashup IDs for the available maps are as follows:
○ Google - SM00078
○ AutoNavi - SM00079: For use in the countries such as China where Google Maps are not supported.
4. Select the mashup and click Enter API Keys. The Enter API Keys dialog box opens.
5. Click Show API Key and, in the API Key Value column, enter the API key that you received from the service
provider.

Note
● The use of the Google Maps Service is subject to Google Terms of Service, which are written in http://
www.google.com/intl/en/policies/terms/ . If you do not accept such Terms of Service, including but not
limited to all limitations and restrictions therein, you may not be able to use Google Maps Service in SAP
Hybris Cloud for Customer. The use of Google Maps Service in or through SAP Hybris Cloud for Customer
constitutes your acceptance of Google Terms of Service, and it can be terminated by SAP without reason at
any time and SAP is not required to provide an equivalent service via another provider.
As a prerequisite, please create a support ticket to obtain and use the SAP API key for Google Maps.
● The use of AutoNavi Maps Service is subject to AutoNavi Terms of Service, which are written in http://
map.amap.com/doc/serviceitem.html . If you do not accept such Terms of Service, including but not
limited to all limitations and restrictions therein, you may not be able to use AutoNavi Maps Service in SAP
Hybris Cloud for Customer. The use of AutoNavi Maps Service in or through SAP Hybris Cloud for
Customer constitutes your acceptance of AutoNavi Terms of Service, and it can be terminated by SAP
without reason at any time and SAP is not required to provide an equivalent service via another provider.
As a prerequisite, please create a support ticket to obtain and use the SAP API key for AutoNavi Maps.
14.1.9 Configure Address Validation for Geo Tracking
Administrators can configure address validation for geo tracking using standard microservices from SAP Cloud
Platform.
Prerequisite
When you purchase a license for the microservice, you are assigned a Request URL to access SAP DQM micro
services. The URL is unique to your data center on SAP Cloud Platform and is required to activate integration with
the SAP Hybris Cloud for Customer. You can access this URL under SCP Cockpit Services Data Quality
Services Application URL . Copy this URL to a notepad on your local machine. You assign this URL when
configuring the integration in your cloud for customer system.

Steps for Configuring Microservice for Address Validation in SAP Hybris Cloud
for Customer
1. Select the scoping question - Do you want to use the Address Validation service? under Business
Configuration Edit Project Scope Questions Built in Services and Support Business Environment
Addresses and Languages .
2. Create a communication system with name Address Validation (recommended name) under Administrator
General Settings Integration Communication Systems . Further, under Host Name, enter the request
URL.
Note
Request URL is the Application URL that you have copied under Data Quality Services in SAP Cloud
Platform. Enter the URL without leading Https:// and without trailing /dq/AddressCleanse (as shown in
the graphic below).

3. Next, create a new communication arrangement under Administrator General Settings Integration
Communication Arrangements . Create the communication arrangement with the same name as the
communication system you created in the previous step.
Enter the following settings for the communication arrangement:

○ Application Protocol: Http
○ Authentication Method: SSL Client Certificate
○ Certificate – SAP Business ByDesign System
Note
Download this certificate to your local machine. Upload this certificate to SAP Cloud Platform.
○ Host Name: the request url you maintained in the communication system is defaulted here
Create a new communication scenario and assign the new communication arrangement to the new
communication scenario.
Configuration in SAP Cloud Platform
Upload the client certificate (that you have assigned to communication arrangement in Cloud for Customer and
downloaded to your local machine) to SAP Cloud Platform. For detailed documentation on importing client
certificate to SAP Cloud Platform and configuring client certificate authorization, see Client Certificate
Authorization.
Billing for DQM Service for Address Validation
The street address validation along with geo coding is enabled by default for each SAP Hybris Cloud for Customer
to SAP DQM micro service call. The following considerations apply as part of the address validation service:

● Street address validation and geo coding are considered as two different transactions by DQM service.
● Street and post office box addresses within the same address validation transaction are considered
separately.
For detailed information on billing for these API calls, refer to Billing/Usage Information (Per API Call)
Additional Information
For detailed information on enabling and configuring DQM Microservices, see the documentation under Data
Quality Management, microservices for location data (DQM microservices).
14.1.10 Configure Duplicate Check
Administrators can configure duplicate check by maintaining weightages of parameters for the business partners.
Duplicate Weighing for Business Partners .
Additionally, you can scope one the following questions under Business Configuration Implementation
Projects Your Project Edit Project Scope Questions General Business Data Handling of Business
Partners :
● Do you want to apply a strong check for duplicate business partners?

● Do you want to apply a medium check for duplicate business partners?
● Do you want to apply a weak check for duplicate business partners?
● Do you want to disable the duplicate check for business partners?
14.1.11 Configure Customer Merge
Administrators can configure customer merge for accounts and contacts.
Enable Scoping Question for Account Merge
Questions General Business Data Business Partners Handling of Business Partners and select the scoping
question Do you want to enable account merge? under .

Note
SAP does not recommend configuring account merge if your customer master records are replicated with an
external system (that is SAP ERP and SAP CRM integration is scoped). This is because a merge execution does
not trigger a corresponding replication in the external system which may give rise to data inconsistency.
Prerequisites
In order to initiate merge, you must have the Data Cleansing work center view assigned to user. In this work center
view, click on New to trigger a manual merge. You can select a maximum of three customer records - one master
and two duplicate records to be merged. Note that this action can be initiated only if the merge object is in one of
the following statuses:
● Not Started
● Merge Failed
● Merge Completed
● Realignment Failed
Steps to Configure Account Merge
Follow these steps to configure account merge:
1. In the work center view for Accounts (or Individual Customers or Contacts), select two or more records and
trigger merge from the dataset using the menu option Account Merge under the gear icon.
2. Assign a name to the merge instance.
3. On click and save, you are navigated to the merge object attribute selection view.
4. The work center view called Data Cleanse is provided to manage customer merge objects.
1. Select the record among the dataset that should be the master record.
2. Manually select elements from the records to create the master record. For example, select business
partner 1 as the master record and then choose that the address should be copied from business partner
2 and may be mobile number should come from business partner 3
3. Save the merge instance and trigger Initiate Merge.
4. The Customer Merge screen appears. The header data displays the status of the merge process (for
example Merge in Progress. This screen has the following tabs:
○ Element Selection: Elements that were selected to create the master record are displayed in this tab.
○ Overview- Displays the master record and child records
○ Transactions- Displays all the transactions that could not be re-parented.
○ Result Log- Lists the errors and issues that prevented customer merge or transaction reassignment
process.

14.1.12 Configure ABC Classification
Administrators can configure ABC Classifications to maintain classification types.
To configure, go to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Accounts , and choose Maintain ABC Classifications for Accounts
14.1.13 Configure Marketing Permissions
In the Marketing Permissions fine-tune activity you maintain your communication categories and the
communication channels for countries with an explicit opt-in. These settings are required to track whether your
customers opt-in or opt-out for a specific communication channel.
Administrators can configure marketing permissions. With the communication categories, you can specify how
often a customer may be contacted during a certain period of time.
Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune and
then select the Marketing Permissions activity from the activity list.
Prerequisites
You have selected the Marketing Permission option. To find this option, go to Business Configuration
Implementation Projects Your Project Edit Project Scope Sales Campaign Campaign Management and
then select the Marketing Permission option.
Marketing Permissions
Caution
It is the responsibility of your organization to comply with national legislation regarding data protection and the
provision of marketing materials. Therefore, administrators must configure the solution for each country in
which, or each customer with whom, your organization intends to conduct marketing activities and, to the
extent legally required, make use of the option to store documents such as opt-ins or opt-outs.
Using marketing permissions, you can control the information and advertisements that are offered directly to your
customers using e-mail, fax or phone calls. You can find the Marketing Permissions tab in the master data for
contacts, individual customers, and leads.

Maintain Communication Channels for Countries with an Explicit Opt-In
Caution
To add a country where an explicit opt-in is required, click Add Row, enter the country and the corresponding
communication channel, such as e-mail, letter or fax, and save your changes.
Maintain Communication Categories
1. To create a communication category click Add Row

2. Enter a communication category, a description, a limit, and the time frame. With the limit and time frame you
can specify how often a customer can be contacted during a certain period of time. When adding
communication categories we recommend to start with the letter Z
3. Save your work.
14.1.14 Configure Marketing Attributes
You can define marketing attributes or marketing attribute sets and make them visible for users in the advanced
searches for accounts, contacts, and individual customers.
Define Marketing Attributes and Marketing Attribute Sets
Administrators can configure marketing attributes.
Go to Administrator Sales and Campaign Settings Marketing Attributes to view and configure marketing
attributes or marketing attribute sets.
Note
If your solution is integrated with SAP Customer Relationship Management (SAP CRM), then you can only view,
but not create or modify, marketing attributes or marketing attribute sets from this screen.
As you maintain marketing attributes, you can configure their characteristics (for example, whether they are
mandatory), their value list and their descriptions in one or more languages. As you maintain marketing attribute
sets, which represent combinations of marketing attributes, you can select the Person-Relevant checkbox to make
the marketing attributes visible in the Marketing Attributes tab of the Contacts work center view. You can also

select the Organization-Relevant checkbox to make them visible in that tab on the Accounts or Individual
Customers work center views.
Enable Search using Marketing Attributes
Provided if you personalize your solution to make it visible, you can enable your users to access the Marketing
Attributes field within the advanced search of accounts, contacts and individual customers and maintain
conditions there that influence the corresponding search behavior. Once this field is visible and your users select it
to maintain conditions, they can specify a combination of attribute sets, attributes, operators and values – for
example, Employee Attributes, Region, Equal, and North America, respectively – to apply to the marketing
attributes search. Users can also specify additional marketing attribute conditions with the logical operator OR.
Once these parameters have been saved, users can apply the associated conditions as an advanced search query
to find business partners with corresponding marketing attributes, and to display them within the Marketing
Attributes tab of the work center view of the associated business partner.
Display in Account Summary
From the item details of an account, when you choose the [Summary] function, marketing attributes for the
account now appear within the resultant account summary.
Note
This enhancement only becomes available once you select Administrator Form Template Maintenance
and then choose the Account Summary form template and revert to the most recent version.
Access Restrictions
You can configure the business roles in your solution to specify business access restriction
BUSINESS_ATTRIBUTE_ASGNM_READ, thereby making marketing attributes read-only for the associated
business users
Marketing Attribute Data Source
You can use the new report Business Partner with Marketing Attribute Assignment, whose technical name is
CODBUSATTRBPB_Q0001, to specify search criteria related to marketing attributes and to find corresponding
business partners. Within this report, you can also right-click on the name of a business partner, then choose
Export All Account and Contacts to New Target Group, to create a target group for the associated accounts and
contacts.

Use in Analytics
To drive analytics in relation to marketing attributes, you can use the following new data sources:
Data Sources for Marketing Attributes
CODBUSATTRBPB Business Partner with Marketing Shows all marketing attribute values as
Attribute Assignment signed to the reference business part
ners.
Marketing Attribute Assignment Contains all marketing attributes values

Example assigned to the reference business ob
CODBUSATTRGENB jects.
14.1.15 Configure Target Groups
Administrators can configure target groups for accounts.
Define the following configuration for target groups:
● Enable Target Groups

Enable target groups under configuration under Business Configuration Implementation Projects Your
Project Open Activity List Sales Campaign Target Groups .
● Sales Organization for Target Group
If you have used personalization to display the sales organization for a target group, the field is visible in the
target group header data. This field defines the sales organization of the target group, such that employees
who are assigned to that sales organization can view or edit target groups that belong to it.
● Access Restrictions
To introduce access restrictions for target groups in your solution, choose Administrator General Settings
Users Business Roles and edit the business role of interest. On the subsequent screen, in the Access
Restrictions view, select the Target Groups work center view and define the read/write access as restricted,
then provide the appropriate restrictions at the sales organization level.
Include Employees in Target Groups in E-mail Blasts
In the E-mail Blasts dialog, set the flag for Include Employees to allow marketing administrators to send e-mail
blasts to employees listed in a target group. When you select this flag, the e-mail blast that will be sent out includes
target group members (accounts, individual customers, contacts, etc) as well as the employees listed under the
Employees tab screen

Various Possibilities for Creating Target Groups
You can create and maintain target groups from the following:
● Data Groups
○ Add Members to Target Group: A sales campaign administrator can create a target group and share the
target group ID with the sales representatives who in turn can add their accounts to the target group. Note
that each sales representative can add members without directly accessing the target group. Additionally,
you can also use the Create Target Group menu option.
● Target Group work center: In the Members tab screen under Target Groups work center view, you can directly
search for customers, contacts or accounts and then add them to the target group. Use the standard or
extension field based search parameters to add members to the target groups. It also possible to search for
based on marketing attributes and add them to the target group. You can also mass delete members within a
target group using action Remove from Target Group.
● External Sources: Import target group member assignment from external source using excel add-in (under
Actions New from Microsoft Excel or web services. A2A services area also available to import
segmented target groups into the cloud solution.
● Analytical Reports: Use out of the box analytical reports provided in the solution to use strong analytical
framework to filter member list and add them directly to a target group in just one single click. The following
out of the box standard reports from which account /contacts can be exported to a new target group:
1. Accounts contact Data- Sales Campaign administrator can slice and dice account contact data and
create a target group from the report.
2. Accounts with Open activities - Sales Campaign administrator can check for open activities /
opportunities and create a target group.
3. Campaign Response Details - This report lists all the responses provided by the members of a
previous campaigns. The Contact and Account data can be segmented based on different criteria. The
contacts can then be exported into a new target group.
● Dynamic Target Groups Define dynamic target groups using conditions within the target group. Based on
these conditions, the application determines the members and adds them automatically to the target group.
Creating a Dynamic Target Group
1. In the Target Groups work center view under Sales Campaign work center, click on New.
2. Select the checkbox for Member Determination on the target group creation screen. The target group will be
created with status In Preparation.
Note
It is currently possible to create dynamic target groups only for accounts, contacts and individual customers.
Configuring Automatic Member Determination
1. Maintain Conditions

1. From the target group worklist, select and open a dynamic target group. Note that the column 'Member
Determination' is checked for dynamic target groups.
2. Under the Member Determination tab, three tables are provided for maintaining the selection conditions
for one type of business partner.
Note
The automatic member determination is currently supported for the following business partner types -
Account, Contact and Individual Customer.
3. Maintain the required conditions for each business partner type.

2. Maintain the Determination Schedule
1. You now need to schedule the member determination process after you have maintained the conditions
for business partner types. In the section - Schedule, you can schedule immediately or at a particular date
and time. Additionally, it is also possible to specify a recurrence for this schedule.
3. Activate the Member Determination Process: Finally, you can initiate the member determination process by
clicking on Activate (under Actions). This triggers the member determination process in the background. The
member determination happens as a background job. The Execution Status displays the progress for
activation. On successful activation, the target group status becomes Active and the execution status is set to
Scheduled.
Note
Activate performs a dual function; it activates the target group and schedules the member determination
process. While activation is a one-time activity, the Activate remains enabled as long as the target group is
in status In Preparation.
4. Deactivate Schedule: Use this feature to adjust the determination conditions any time during the member
determination process. This halts the determination process and the Execution Status is set to Not Started.
However, the determination process cannot be halted if the Execution Status is set to Running. Finally, click on
Activate Schedule to resume the determination process.
Maintain Conditions for Extension Fields
It is possible to define conditions for extension fields. However, note that the allowed selection criteria for member
determination is the same in both dynamic and manual target group. For example, the set of attributes for which
you can define conditions in the target group and the set of search fields on a static target group are same.
PREREQUISITE:The user has access to the Key User Tool authorization.
Follow these steps to define conditions for extension fields:
1. Create an extension field on the customer screen

2. Select an appropriate extension scenario. Note that in order to maintain the conditions for extension fields on
the target group, the field must be extended in an appropriate extension scenario.
1. Create an extension field.
2. Save and open the edit screen for the extension field and navigate to the Extension Scenarios tab.
3. Select the scenario Account - General Information to Target Group - Account Selection
and add the extension field to this scenario.

3. Add the extension field to the Customer screen. You have created the extension field and now need to add this
to the customer screen. To do this, in the Additional Fields dialog screen, select the checkbox and click on
Apply.
4. Follow these steps to add the extension field to the search screen of static target group:
1. Open a static target group (where the member determination is not configured).
2. In the Members tab, click on Add Accounts under the Add.
3. Add the extension field that you created for the account.
Note
If the extension field is not added to the search dialog, then the member determination will not work for
the created extension fields.
5. Add the extension field to the conditions table: Open the dynamic target group where you want to maintain
conditions for the extension fields. In the Account Condition table, select and choose Apply to add the
extension field.
Note
The process of configuring conditions for extension fields is similar as described above for other member types
(Contacts and Individual Customers).
14.1.17 Configure Blocks for External Follow-up Documents
Administrators can configure blocks for external follow-up documents. You can block external follow-up
documents to SAP ERP for accounts marked as prospects
Communication and Information Exchange Integration with External Applications and Solutions Integration
with SAP ERP and select and scope the question - Do you want to block prospects created in your cloud solution
from being replicated to your SAP ERP solution?.
14.1.18 Configure Relationships Including Buying Center
Administrators can configure relationships including buying center.
General Business Partners , and under General Business Partners, define the possible relationships between
business partners in your system. The standard solution provides relationship codes that you can use. Choose to
define new relationship codes or even disable the standard codes. Note that certain standard relationship codes
cannot be deactivated.
Enter a code for and the name of the relationship along with a description for both directions of the relationship,
such as Has Contact for the relationship of business partner 1 with business partner 2 with business partner 1
being an organization. Depending on the relationship type, choose whether the business partner is a person or an

organization, and select the business partner roles that are permitted for each of the business partners in the
relationship.
Assign Relationships to Party Role in Party Role Definition
You can also link the relationships you define to party role in involved party. Do this, for example, if you want to
automatically determine the party role in documents like lead, opportunity, sales quote, activities based on
specific relationship.
Example: define a new custom Party Role “Reseller” that has the relationship “Has an OEM” assigned to it.
Sales Area Based Relationships
Configure sales area dependent relationships that are evaluated during transactions involving the accounts.
14.1.19 Configure Buying Center
Administrators can configure buying center based on business partner and buying center relationships..
Enable Buying Center based on Business Partner Relationships
Account and Activity Management Account Management and select the scoping question - Buying Center - Do
you want to enable buying center based on business partner relationships?.
Enable Buying Center based on Buying Center Relationships
you want to enable buying center based on buying center relationships?.
14.1.20 Configure Account Teams
Administrators can configure account teams.

Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune Party
Role Definition and create account teams based on roles. Standard roles are shipped in your system; Define
custom roles such as Direct Sales, Product Expert, and so on.
14.1.21 Configure Account Hierarchies
Administrators can configure account hierarchies.
Account and Activity Management Account Management and to enable display of account hierarchies, select
the scoping question Do you want to use account hierarchies?. The structure that you create in SAP CRM system is
displayed in the Account Hierarchy tab of an account. Expand and collapse the account hierarchy at any level to
display as many or as few accounts as you like.
Note
You need to migrate account hierarchies to your cloud solution. For detailed information on how to migrate
account hierarchies, see
14.1.22 Configure Involved Party Roles
Administrators can configure involved party roles. Business partners is a collective term for all the organizations
and people you interact with in your business, and includes accounts, contacts, partners, and employees. When
you create a document, you can designate a business partner as an involved party and assign them a role.
You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then
automatically determine involved parties for these business transactions and documents using determination
rules and master data.
For detailed information, see Party Processing.
14.1.23 Configure Sales Data
Administrators can configure account sales data.

Sales Area Distribution Channel
Distribution Channel , to maintain distribution channels for your company. Additionally, assign the distribution
channel to the org. structure for your company using the work distribution maintenance.
Division
Division to define divisions in your company.
Sales Area Territory Hierarchy Level
Go to Business Configuration Implementation Projects Your Project Open Activity List Fine Tune Sales
Territory Hierarchy Level to create the root sales territory and other territory levels.
Define Workflows for Modifications to Sales Data
Administrators can use the new workflow object for Sales Data to trigger workflows when modifications are done
to sales data of an account. For example, an account is assigned to a new sales area and you need to inform users
about this change. Create workflow rule to trigger a notification or send an e-mail to the account owner or the
territory team.
Related Information
For more information, see Configuring Divisions.
14.1.24 Configure Customer Groups
Administrators can configure customer groups under Business Configuration Implementation Projects Your
Project Open Activity List Fine-Tune Accounts Maintain Customer Groups .

14.1.25 Configure Payment Terms
Administrators can configure payment terms.
Accounts Maintain Payment Terms to maintain payment terms.
14.1.26 Configure Tax Number Types
Administrators can configure tax number types.
Go to Business Configuration Implementation Projects Open Activity List Fine-Tune General Business
Partner Maintain Tax Number Types and add new tax number types and mark them as Active.
14.1.27 Assign Territory and Create Rules for Territory based

Determination
Administrators can assign territory and create rules for territory based determination.
Go to Administrator (work center) Sales and Campaign Settings , you can select:
● Territories to define new territories and assign accounts to them.

● Define Rules for Territories Realignment to define new rules for a realignment run
● Realignment Run to define schedule a realignment run and even define new rules for territory based alignment
for accounts.

14.1.28 Configure Sales Territory Hierarchy Level
Administrators can configure territory hierarchy levels.
Territory Hierarchy Level to maintain territory hierarchy levels.
14.1.29 Configure Business Partner - End of Purpose
Determine if you need to retain business partner data in your system when that data has already been deleted
from an integrated external system.
The graphic below describes process flow to determine the End-of-Purpose for your business partner data. You
can use web services or manually block such business partners in your system using blocking reasons.
New web service interfaces and enhanced interfaces are enabled to support blocking of business partners. Use
these services in scenarios where integrated external systems block or delete business partner data in their
system landscape. These interfaces allow the external systems to query and maintain the End-of-Purpose for
business partners. Since the definition of what constitutes the end-of-purpose for a business partner is subjective
to the external system, these interfaces are empty CHECK interfaces to allow you to create custom queries.
For business partners blocked using the below mentioned interfaces, data cannot be retrieved in list views in work
centers, value help in related fields, values selectors, analytics, duplicate checks and web service or oData queries
in the application.

New and Enhanced Web Services for Business Partner End-of-Purpose
Web Service New/Enhanced Description
II_BUPA_EOP_CHECK_IN New This interfaces uses enhancement spot

ES_BUPA_EOP_CHECK to provide a busi
ness add-in hook in SAP Cloud Applica
tion Studio. Use this hook to create cus
tom query for setting end-of-purpose in
formation.
II_BUPA_EOP_MAINTAIN_IN New Use this interface to set the End-of-

Purpose flag for business partners. If this
flag is set, then the business partner
data is hidden in corresponding work
centers and value helps and is not visible
to users. Note that the data can be
viewed by administrators in the Data
Protection and Privacy work center.
II_BUPA_ERP_EOP_CHECK_IN New This interface uses enhancement spot

ES_BUPA_ERP_EOP_CHECK to provide a
business add-in hook in SAP Cloud Ap
plication Studio. Use this hook to create
custom query for setting end-of-purpose
information.
II_BUPA_ERP_REPL_IN Enhanced New attribute has been added in ele

ment structure for the existing interface.
Set the indicator for business com
pleted / End-of-Purpose flag. If this flag
is set, then the business partner data is
hidden in corresponding work centers
and value helps and is not visible to
users. Note that the data can be viewed
by administrators in the Data Protection
and Privacy work center.
14.1.16 Configure Blocking Reasons
Administrators can configure blocking reasons.
Accounts , and maintain blocking reasons for the following:
● Delivery block reasons

● Billing block reasons
● Order block reasons

● Sales document order block assignment
14.2 Maintain Account Data
Account master data is key information that is required for various sales transactions such as leads, opportunities,
quotes and orders.
Customer Roles [page 338]

Define default customer roles for a customer type. The role is assigned to customers of that type.
Additionally, you can change the description of a standard role provided by SAP to suit your business
requirement.
Business Partner Roles [page 338]

Business partner roles define the business scope for an account.
Relationships Between Accounts and Buying Center Relationships [page 338]

Account relationships represent relationships between accounts as well as between accounts and persons
and other business partners such as partners and partner contacts.
Buying Center [page 340]

Buying center means refers to all those members of an organization who are key stakeholders and are
involved in the buying process.
Account Teams [page 340]

Define teams within your organization to manage business with customers.
Account Hierarchy [page 341]

An account hierarchy is a collection of accounts linked to each other through a parent-child relationship.
ABC Classification [page 342]

Maintain ABC Classification type to categorize accounts based on their importance within your
organization..The standard solution offers four levels of categorization, namely A, B, C and D accounts.
Attributes and Permissions [page 342]

Attributes can be attached to an object to define additional characteristics of the objects. In the solution,
attributes can be associated with different objects like account, contact, individual customer etc..
Account Blocks [page 346]

Use blocking reasons that you configure to block accounts for specific functions.
Payment Terms [page 347]

Payment terms associated with the sales data of an account.
Tax Numbers [page 348]

Tax numbers associated with the organizational data for an account.
Target Groups [page 349]

Groups of accounts created as a target group for sales campaigns.
Customer Groups [page 353]

Customer groups within an organizational unit.

14.2.1 Customer Roles
Define default customer roles for a customer type. The role is assigned to customers of that type. Additionally, you
can change the description of a standard role provided by SAP to suit your business requirement.
14.2.1.1 Configure Default Customer Roles
Administrators can define customer roles.
To maintain the required configuration, go to Business Configuration Implementation Projects Your Project
Open Activity List Accounts Maintain Customer Roles .
14.2.2 Business Partner Roles
Business partner roles define the business scope for an account.
Define business partner roles and use them in account teams and involved parties.
14.2.2.1 Configure Involved Party Roles
Administrators can configure involved party roles. Business partners is a collective term for all the organizations
and people you interact with in your business, and includes accounts, contacts, partners, and employees. When
you create a document, you can designate a business partner as an involved party and assign them a role.
You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then
automatically determine involved parties for these business transactions and documents using determination
rules and master data.
For detailed information, see Party Processing.
14.2.3 Relationships Between Accounts and Buying Center

Relationships
Account relationships represent relationships between accounts as well as between accounts and persons and
other business partners such as partners and partner contacts.
Use the relationships that you have configured to assign relationship between Accounts, Contacts, Partners,
Partner Contacts and so on, based on your business needs.

Relationship types are mostly bi-directional, such as Has a Reseller / Is a Reseller of. Standard relationship types
are configured in the cloud solution; You can also create custom-defined relationship types and maintain them for
sales areas.
In the advanced search for accounts, use account relationships to search for accounts. Two fields, Related-To and
Relationship Role enable search based on relationships.
14.2.3.1 Configure Relationships Including Buying Center
relationship.

14.2.4 Buying Center
Buying center means refers to all those members of an organization who are key stakeholders and are involved in
the buying process.
Use buying center to collaborate with accounts and contacts using various channels. In the Buying Center tab,
map key stakeholders (involved in buying process) along with their relationships. Information that you create here
is copied for opportunities.
14.2.4.1 Configure Buying Center
14.2.5 Account Teams
Define teams within your organization to manage business with customers.
Standard solution provides two roles - Account Team Member and Employee Responsible - Sales (this role
corresponds to the account owner and therefore has only one member assigned to this role). Maintain account
team members for sales areas and assign them a validity. Additionally, use account teams to:
● Manage accounts and assign activities automatically during various business processes.
● Add employees to account teams (key user authorization required)
● Assign an account to a territory. With this assignment, all users assigned to the territory appear under the
Sales Territory Team in the Account Team tab.

● Define custom roles (such as Direct Sales, Product Expert, and so on) for account team using the Party Role
Definition fine-tuning activity.
14.2.5.1 Configure Account Teams
Administrators can configure account teams.
Go to Business Configuration Implementation Projects Your Project Open Activity List Fine-Tune Party
Role Definition and create account teams based on roles. Standard roles are shipped in your system; Define
custom roles such as Direct Sales, Product Expert, and so on.
14.2.6 Account Hierarchy
An account hierarchy is a collection of accounts linked to each other through a parent-child relationship.
Account hierarchies are possible only for corporate accounts (and not for individual customer accounts).
Use account hierarchy to:
● Map complex organizational structures of a business partner (for example, buying group, co-operative or
chain of retail outlets). In the Account Hierarchy tab screen view, you can map account structures in an
account.
● Map the complex organizational structure of a large customer with multiple levels of subsidiaries.
● Link an account to a parent account using the Parent Account field. Note that a child account can have only
one parent account.
● Review the active pipeline for a child account and also the roll-up values for its parent account.
14.2.6.1 Configure Account Hierarchies
Administrators can configure account hierarchies.
Account and Activity Management Account Management and to enable display of account hierarchies, select
the scoping question Do you want to use account hierarchies?. The structure that you create in SAP CRM system is
displayed in the Account Hierarchy tab of an account. Expand and collapse the account hierarchy at any level to
display as many or as few accounts as you like.
Note
You need to migrate account hierarchies to your cloud solution. For detailed information on how to migrate
account hierarchies, see

14.2.7 ABC Classification
Maintain ABC Classification type to categorize accounts based on their importance within your organization..The
standard solution offers four levels of categorization, namely A, B, C and D accounts.
14.2.7.1 Configure ABC Classification
Administrators can configure ABC Classifications to maintain classification types.
To configure, go to Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Accounts , and choose Maintain ABC Classifications for Accounts
14.2.8 Attributes and Permissions
Attributes can be of different data types and can by grouped together into an attribute set. You can set different
properties of an attribute like Negative value allowed, Intervals allowed, Multi-value allowed and so on.
A very common use of attributes is to create target groups. For example, if you are a credit card company and want
to create a target group for customers traveling internationally, then you can create an attribute named as
International traveler with a value list YES or NO. Every time your customer spends some money outside your
country using your card you can automatically update International traveler as YES. Subsequently, you can create
a target group of customers where the value of attribute International traveler is YES and send them promotions
like low exchange rate for international traveler or low interest rate if they buy ticket through your company using
your credit card.
Note
Attributes are available in HTML and Responsive UI, in both online and offline mode.
Maintain Attributes for a Customer
1. Navigate to Customers Accounts/Contacts/ Individual Customers , and click on either Accounts/

Contacts/ Individual Customers for whom you want to add/ set preferences.
2. Next, navigate to the Marketing Attributes tab.
3. Click Edit to enable Add.
4. Click Add to select from the displayed attributes list and add to the existing attributes.
5. After adding the attribute set, you can maintain values for the attributes.

Search Attributes
You can also search objects based on attribute values. This can be done in the accounts listing by clicking on the
Advanced Filter icon and selecting Marketing Attributes Maintain Conditions .
You can specify a combination of attribute sets, attributes, operators and values – for example, Employee
Attributes, Region, Equal, and North America, respectively – to apply to the marketing attributes search. You can
also specify additional marketing attribute conditions with the logical operator OR. Once these parameters have
been saved, you can apply the associated conditions as an advanced search query to find business partners with
corresponding marketing attributes, and to display them within the Marketing Attributes tab of the work center
view of the associated business partner.
Note
Maintain Conditions is available while adding members to a target group.
14.2.8.1 Configure Marketing Attributes

Note

Note
Access Restrictions
business users
contacts.
Use in Analytics

ners.

14.2.8.2 Configure Marketing Permissions
Prerequisites
Caution

Caution

3. Save your work.
14.2.9 Account Blocks
Use blocking reasons that you configure to block accounts for specific functions.
You can configure the following blocking reasons to block accounts:
● Delivery Block Reasons

Reasons that you would like to use to block delivery for accounts.
● Billing Block Reasons
Reasons that you would like to use to block billing for specific accounts.
● Order Block Reasons
Reasons that you would like to use to block sales order creation for accounts.
Note
The blocking reasons that you maintain here must be mapped to the blocking reasons configured in ERP
system.
● Sales Document Order Block Assignment

Reasons that you would like to use to block sales document creation for accounts.

14.2.9.1 Configure Blocking Reasons
Administrators can configure blocking reasons.
Accounts , and maintain blocking reasons for the following:
● Delivery block reasons

● Billing block reasons
● Order block reasons
● Sales document order block assignment
14.2.9.2 Configure Blocks for External Follow-up Documents
Administrators can configure blocks for external follow-up documents. You can block external follow-up
documents to SAP ERP for accounts marked as prospects
Communication and Information Exchange Integration with External Applications and Solutions Integration
with SAP ERP and select and scope the question - Do you want to block prospects created in your cloud solution
from being replicated to your SAP ERP solution?.
14.2.10 Payment Terms
Payment terms associated with the sales data of an account.
Maintain payment terms for an account to specify when an invoice has to be paid and whether a discount is
applicable if payment is made before the due date.
14.2.10.1 Configure Payment Terms
Administrators can configure payment terms.
Accounts Maintain Payment Terms to maintain payment terms.

14.2.11 Tax Numbers
Tax numbers associated with the organizational data for an account.
Improve compliance for accounts and customers using tax numbers. You can:
● Add new tax number types, activate, or deactivate from the list delivered in the standard system.
Note
Tax number types are used as Social Security Numbers in some countries. However, in SAP Hybris Cloud
for Customer, tax number types are mainly used for duplication check and data capture. For compliance
reasons, you may want to deactivate specific tax number types (such as the ones used as Social Security
Numbers) for compliance reasons. For detailed information on this topic, refer to the Security Guide for
SAP Hybris Cloud for Customer.
.
● Leverage the complete list of tax number types available from your on premise systems.
● Search for a business partner using tax number in the advanced search of the enterprise-wide search.
Example scenarios include tax numbers that are also used as social security numbers.
● Use tax numbers as additional identifiers for business partners. The additional identifiers are used when
duplicate check is triggered for accounts.

Note
No validations are available for tax numbers in the cloud solution. You can add validations using the SAP Cloud
Applications Studio. Appropriate validations are however available in the ERP on premise system.
14.2.11.1 Configure Tax Number Types
Administrators can configure tax number types.
Go to Business Configuration Implementation Projects Open Activity List Fine-Tune General Business
Partner Maintain Tax Number Types and add new tax number types and mark them as Active.
14.2.12 Target Groups
Groups of accounts created as a target group for sales campaigns.
Create target groups and export your accounts and contacts to these target groups. Standard out-of-the-box
reports are provided to create and segment account data.
14.2.12.1 Configure Target Groups
Administrators can configure target groups for accounts.
Define the following configuration for target groups:
● Enable Target Groups

Enable target groups under configuration under Business Configuration Implementation Projects Your
Project Open Activity List Sales Campaign Target Groups .

● Sales Organization for Target Group
If you have used personalization to display the sales organization for a target group, the field is visible in the
target group header data. This field defines the sales organization of the target group, such that employees
who are assigned to that sales organization can view or edit target groups that belong to it.
● Access Restrictions
To introduce access restrictions for target groups in your solution, choose Administrator General Settings
Users Business Roles and edit the business role of interest. On the subsequent screen, in the Access
Restrictions view, select the Target Groups work center view and define the read/write access as restricted,
then provide the appropriate restrictions at the sales organization level.
Include Employees in Target Groups in E-mail Blasts
In the E-mail Blasts dialog, set the flag for Include Employees to allow marketing administrators to send e-mail
blasts to employees listed in a target group. When you select this flag, the e-mail blast that will be sent out includes
target group members (accounts, individual customers, contacts, etc) as well as the employees listed under the
Employees tab screen
Various Possibilities for Creating Target Groups
You can create and maintain target groups from the following:
● Data Groups
○ Add Members to Target Group: A sales campaign administrator can create a target group and share the
target group ID with the sales representatives who in turn can add their accounts to the target group. Note
that each sales representative can add members without directly accessing the target group. Additionally,
you can also use the Create Target Group menu option.
● Target Group work center: In the Members tab screen under Target Groups work center view, you can directly
search for customers, contacts or accounts and then add them to the target group. Use the standard or
extension field based search parameters to add members to the target groups. It also possible to search for
based on marketing attributes and add them to the target group. You can also mass delete members within a
target group using action Remove from Target Group.
● External Sources: Import target group member assignment from external source using excel add-in (under
Actions New from Microsoft Excel or web services. A2A services area also available to import
segmented target groups into the cloud solution.
● Analytical Reports: Use out of the box analytical reports provided in the solution to use strong analytical
framework to filter member list and add them directly to a target group in just one single click. The following
out of the box standard reports from which account /contacts can be exported to a new target group:
1. Accounts contact Data- Sales Campaign administrator can slice and dice account contact data and
create a target group from the report.
2. Accounts with Open activities - Sales Campaign administrator can check for open activities /
opportunities and create a target group.
3. Campaign Response Details - This report lists all the responses provided by the members of a
previous campaigns. The Contact and Account data can be segmented based on different criteria. The
contacts can then be exported into a new target group.

● Dynamic Target Groups Define dynamic target groups using conditions within the target group. Based on
these conditions, the application determines the members and adds them automatically to the target group.
Creating a Dynamic Target Group
1. In the Target Groups work center view under Sales Campaign work center, click on New.
2. Select the checkbox for Member Determination on the target group creation screen. The target group will be
created with status In Preparation.
Note
It is currently possible to create dynamic target groups only for accounts, contacts and individual customers.
Configuring Automatic Member Determination
1. Maintain Conditions
1. From the target group worklist, select and open a dynamic target group. Note that the column 'Member
Determination' is checked for dynamic target groups.
2. Under the Member Determination tab, three tables are provided for maintaining the selection conditions
for one type of business partner.
Note
The automatic member determination is currently supported for the following business partner types -
Account, Contact and Individual Customer.
3. Maintain the required conditions for each business partner type.

2. Maintain the Determination Schedule
1. You now need to schedule the member determination process after you have maintained the conditions
for business partner types. In the section - Schedule, you can schedule immediately or at a particular date
and time. Additionally, it is also possible to specify a recurrence for this schedule.
3. Activate the Member Determination Process: Finally, you can initiate the member determination process by
clicking on Activate (under Actions). This triggers the member determination process in the background. The
member determination happens as a background job. The Execution Status displays the progress for
activation. On successful activation, the target group status becomes Active and the execution status is set to
Scheduled.
Note
Activate performs a dual function; it activates the target group and schedules the member determination
process. While activation is a one-time activity, the Activate remains enabled as long as the target group is
in status In Preparation.
4. Deactivate Schedule: Use this feature to adjust the determination conditions any time during the member
determination process. This halts the determination process and the Execution Status is set to Not Started.

However, the determination process cannot be halted if the Execution Status is set to Running. Finally, click on
Activate Schedule to resume the determination process.
Maintain Conditions for Extension Fields
It is possible to define conditions for extension fields. However, note that the allowed selection criteria for member
determination is the same in both dynamic and manual target group. For example, the set of attributes for which
you can define conditions in the target group and the set of search fields on a static target group are same.
PREREQUISITE:The user has access to the Key User Tool authorization.
Follow these steps to define conditions for extension fields:
1. Create an extension field on the customer screen

2. Select an appropriate extension scenario. Note that in order to maintain the conditions for extension fields on
the target group, the field must be extended in an appropriate extension scenario.
1. Create an extension field.
2. Save and open the edit screen for the extension field and navigate to the Extension Scenarios tab.
3. Select the scenario Account - General Information to Target Group - Account Selection
and add the extension field to this scenario.
3. Add the extension field to the Customer screen. You have created the extension field and now need to add this
to the customer screen. To do this, in the Additional Fields dialog screen, select the checkbox and click on
Apply.
4. Follow these steps to add the extension field to the search screen of static target group:
1. Open a static target group (where the member determination is not configured).
2. In the Members tab, click on Add Accounts under the Add.
3. Add the extension field that you created for the account.
Note
If the extension field is not added to the search dialog, then the member determination will not work for
the created extension fields.
5. Add the extension field to the conditions table: Open the dynamic target group where you want to maintain
conditions for the extension fields. In the Account Condition table, select and choose Apply to add the
extension field.
Note
The process of configuring conditions for extension fields is similar as described above for other member types
(Contacts and Individual Customers).

14.2.13 Customer Groups
Customer groups within an organizational unit.
You can specify the customer groups to which an account belongs. You can maintain the customer group for each
organizational assignment in the sales data of the account master record.
Use customer groups for internal and external collaboration. In the Groups tab under Accounts, create public,
private or external groups within an account to enable collaboration, to share data and other information. You can
use the in-built integration with SAP Jam to enable collaboration within the groups.
14.2.13.1 Configure Customer Groups
Administrators can configure customer groups under Business Configuration Implementation Projects Your
Project Open Activity List Fine-Tune Accounts Maintain Customer Groups .
14.3 Account Duplicate Check
Validation for duplicate records for accounts.
Multiple duplicate records for the same customer may lead to inconsistencies in the system. On triggering a
duplicate check, the system identifies a master record and duplicate records (if any) for an account. You can then
initiate an account merge between the master and duplicate records. As part of merge, the master record is
retained and duplicate records are set to obsolete status and a relationship of 'replaces' and 'Is replaced by' is
created between the master and duplicate records respectively. Duplicate check allows you to:
● Configure a duplication check.

● Assign weightage to each parameters.
● Determine system recommended duplicates during account creation.
● View and use the similarity scores for each duplicate record.
Use action Check for Duplicates in the toolbar for Customers to initiate a duplicate check for existing accounts,
individual customers, and contacts. When you check for duplicates, the system displays a list of potential duplicate
records. Select a maximum of two records from the list, and click Merge to trigger a merge process.
You can also trigger a duplicate check when creating new accounts, customers, or contacts.

14.3.1 Configure Duplicate Check
Administrators can configure duplicate check by maintaining weightages of parameters for the business partners.
Duplicate Weighing for Business Partners .
Additionally, you can scope one the following questions under Business Configuration Implementation
Projects Your Project Edit Project Scope Questions General Business Data Handling of Business
Partners :
● Do you want to apply a strong check for duplicate business partners?

● Do you want to apply a medium check for duplicate business partners?
● Do you want to apply a weak check for duplicate business partners?
● Do you want to disable the duplicate check for business partners?

14.4 Customer Merge
Account merge function is available for corporate accounts, individual customers and contacts. This feature allows
master data teams to merge duplicate records into a single golden record.
Why do you Need Account Merge
● Multiple duplicate records for the same customer may result in inconsistencies in the system.
● To create a golden master record from duplicate records for a single account.
● Re-assign open transactions related to the duplicate record to the golden record (in case there are any open
leads or opportunities.
Phases of Account Merge Process
The account merge process is divided into three processes. They are:
● PHASE 1: You select the accounts, individual customers or contacts to be merged. Create and schedule merge
object to perform merging of golden record and duplicate record as a background job run.
● PHASE II:
○ Duplicate records are set to status Obsolete.
○ System creates a relationship 'Replaces' and 'Is Replaced By' between the master and duplicate record.
○ The system performs a union of the various dimensions such as addresses, sales data, account team,
relationships and so on, wherever possible.
○ If duplicate entries are identified (for example, same sales area for both the duplicate and master record),
the system gives precedence and retains the master record.
● PHASE III:
○ The system identifies transactions that are assigned to duplicate records.
○ It attempts re-parenting these transactions by modifying them and reassigning them to the master
record.
○ Transactions that can be modified on the user interface will be re-parented ( assuming there are no in-built
customized validation).
○ All transactions that cannot be re-parented are listed in the transaction view of merge transaction and the
application log lists issues that resulted in this failure.
Merging Accounts That Appear in Same Account Hierarchy
If two accounts that you need to merge exist in the same account hierarchy, then merge is possible if both the
parent and the account to be merged are at the same level in the hierarchy.

Note
Prerequisites
● Not Started
● Merge Failed
● Merge Completed

process.
14.4.2 Status Management in Account Merge
Statuses and Descriptions
Status Description
Not Started This is the initial status and is set when the Merge object is
created and Merge process has not yet been triggered.
Merge In Process This is the status when the merge has been triggered either
from the web service call or manually from the UI. This status
indicates that merge process has started.
Merge Failed This is the status when the merge operation of merging mas
ter and slave record has failed. The system will not attempt
any transaction reassignment in case the merging of duplicate
records has failed.
Merge Completed - Realignment In Process This is the status when the merge of two customers has been
successfully completed and the re-parenting of transactions
assigned to the duplicate record to master record has started.
Merge Completed - Realignment Failed This is the status when the merge of two customers has been
completed and the reassignment of transactions has failed.
Completed This status signifies that customer merge and reassignment of

transactions has been completed without any errors.

14.4.3 Merge Criteria for Tab Screens
Node Handling during Merge
Nodes Description
Relationships ● The system will merge the account team and relationship
records from the duplicate account into master account.
● If a relationship is marked as unique and exists in the
master record, the system will ignore the same record in
duplicate records. For unique relationships master ac
count will always take precedence. All relationships cop
ied from duplicate to master will be deleted from the du
plicate record. All non-unique relationships will be copied
over from the duplicate record to the master record.
● A new relationship ‘Is Replaced’ /’Replaces’ will be cre
ated between golden and duplicate record.
Territory ● When tenant is configured to have Single territory per ac

count, territory maintained on the duplicate account shall
not be copied to master. Territory on the master will re
main as is; territory maintained on the duplicate account
will not be copied.
● When tenant is configured to have multiple territory per
account, all territories assigned to duplicate account will
be merged into the dedicated sales territory section of
the master account. All territories assigned to duplicate
account will be merged into the dedicated sales territory
section of the master account. System determined sales
territories of the master record will not be modified. The
newly merged account (master account) will also have all
of the territories of the duplicate account.
Address ● All addresses of the duplicate account will be copied over

to the master account.
● The main address in the master account will remain the
main address post merge.
● In case no address information is maintained in the mas
ter record, the main address of the duplicate account will
be marked as the main address in the master account
post merge.
Notes The Notes added to duplicate Account will be copied over to

Master.
Attachments All attachments from the duplicate account will be copied over

Nodes Description
Account Team The system will merge the account team and relationship re
cords from the duplicate account into master account.
If a party role in unique and exists in the master record, the

system will ignore the same party role from the duplicate re
cord. For unique party roles master account will always take
precedence. Uniqueness check for a party role in account
team will consider the sales area and the validity dates check.
For example, an account can have 2 owners with the same
sales area information but with different validity dates. Though
owner is a unique role, the uniqueness check will also consider
the sales area and validity dates.
Sales Area All sales area information from the duplicate will be copied
over to the master account. If the sales area (Sales org, distri
bution channel, division) information of the master account
also exist in the duplicate account, then the sales area record
will not be overwritten, the sales area details maintained for
the master record will take precedence.
Social Profiles If both master and duplicate record have social profile , then
copy the social profile from duplicate to master
EXAMPLE:
● Customer A (Master) has FB Social profile assigned FB_1.

● Customer B (duplicate) has Twitter Social profile as
signed TW_1
● After the merge A will have a new user profile TW_1.
● Social profile linked with customer A will have two User
profiles one for FB, and one for TW.
● If master record does not have a social profile then the so
cial profile from duplicate will be copied to master record
Marketing Permissions In general the final result after account merge will be a union of
values from all the accounts. In case of conflict the master ac
count wins.
● Case 1: When all accounts have different marketing per

missions assigned for different channels -The master ac
count will have a union of all .
● Case 2 : In case of conflict , the permission value main
tained in master account will be retained.
The system will also copy notes and attachments

Nodes Description
Communication Category In general the final result after account merge will be a union of
count wins.
● Case 1: When all accounts have different assignments for

different channels -The master account will have a union
of all .
tained in master account will be retained
Marketing Attributes In general the final result after account merge will be a union of
count wins.
● Case 1: When all accounts have different marketing at

tributes assigned The resultant account will have a union
of all the marketing attributes
● Case 2: When marketing attributes allows multiple val
ues, there are common marketing attributes but differ-
ent/common values. The master account will have a un
ion of values.
● Case 3 : In case of conflict , the attribute value main
14.4.4 Rules for Transaction Reassignment during Merge
Transaction Reassignment in Account Merge
Transactions Description
Tickets All the tickets where duplicate account is an involved party

should be reparented to the master account .Tickets which
could not be re-parented ( because of status or due to any
other technical reason) to master should be logged in the
Merge BO with appropriated error log entry in the application
log so that the user can evaluate the issue
Sales Orders All the Order where duplicate account is an involved party
should be re-parented to the master account .Orders which

Leads All the leads where duplicate account is an involved party

should be re-parented ( because of status or due to any other
technical reason) to the master account .leads which could
not be re-parented to master should be logged in the Merge
BO with appropriated error log entry in the application log so
that the user can evaluate the issue
Activities ( Phone Call, Appointments, Tasks and Emails. All activities where duplicate account is an involved party
technical reason)to the master account .appointments which
could not be re-parented to master should be logged in the
Social Media Messages All social media messages attached to social profile of dupli
cate record will also move from duplicate Record to Master
post Merge
Visits All the visits where duplicate account is an involved party

should be reparented ( because of status or due to any other
technical reason) to the master account .Visits which could
not be reparented to master should
Opportunities A l the opportunities where duplicate account is an involved

party should be reparented ( because of status or due to any
other technical reason) to the master account .Opportunities
which could not be reparented to master should be logged in
the Merge BO with appropriated error log entry in the applica
tion log so that the user can evaluate the issue
Sales Quotes All the sales quotes where duplicate account is an involved
party should be reparented
( because of status or due to any other technical reason) to

the master account
.Quotes which could not be reparented to master should be

logged in the Merge business object with appropriated error
log entry in the application log so that you can evaluate the is
sue
14.4.5 Result Log
The Result Log screen displays the application logs that are created by the system for each merge transaction. The
logs are displayed in a hierarchy. Click on the hyperlinked Application Log ID to see if the merge execution resulted
in errors, warnings or other information messages.

The Results section of the application log also displays for the errors, the reason why the transaction reassignment
failed. Re-trigger the merge using the Initiate action available on the customer merge list view.
14.5 Address Maintenance, Maps and Geo-Tracking
Geo-tracking using address validation and address maintenance.
The address data format is supported for most internationally accepted formats. Use maps and geo-tracking using
address validation to view and track accounts for sales transactions such as visits.
International Address Versions [page 362]

Support for address maintenance in internationally accepted formats.
Map View for Accounts [page 365]

Track location of accounts using maps.
Address Validation [page 367]

Geo-coding for addresses.
14.5.1 International Address Versions
Support for address maintenance in internationally accepted formats.
In the SAP Hybris Cloud for Customer standard system you can maintain addresses of customers in different
scripts like Arabic or Simplified Chinese along with Latin characters (Latin characters are used in international
system). You maintain address in the Address tab under Customers. Click on the Edit icon under Action in the
Addresses table to maintain address data.
Note
It is strongly recommended to use Latin as the default script. To use address versions that are not linked to any
scripts, use the address version - Any. This enables you to use any scripts in your system. Also use this code to
map and replicate address versions in SAP ERP, that are not linked to standard language scripts.
Example: To use this code, set the relevant local language or the chosen company language as the version
indicator Any and use it as the default address version.
Facts About Address Maintenance
● The address version is independent of the logon language (and vice-versa). The default character version
maintained in the business configuration is displayed in the customers.
● The international address is replicated to the on-premise systems as part of standard customer replication
from SAP Hybris Cloud for Customer.
● The international address version is derived (subject to conditions) for print forms.

Facts About Integration with On-Premise System
Address Version Configuration Cloud for Customer and On-Premise
Cloud for Customer On-Premise
Default as well as alternative versions to be configured Defaulted by system to International; Only alternative versions
need to be configured.
Note
In the on-premise system, the value International corre
sponds to Latin in the cloud for customer system. This is
because Latin characters are default for an international
system.
14.5.1.1 Configure International Address Versioning
Administrators can configure International Address Versioning for language maintenance.
International Address Versions and select all the countries in the list for which you need to maintain address
data. The activated scripts (for languages corresponding to the address versions) can be used to maintain master
data such as business partner name and address.
Note
You must also specify a default address version that will initially be displayed and that must be maintained for
every record. After the creation of name or address data for a non-default address version you cannot change
the default address version again.
Additionally, scope the question - Do you want to specify textual master data using international address
versions under Business Configuration Implementation Projects Your Project Edit Project Scope
Questions Built-in Services and Support Business Environment Addresses and Languages International
Address Versions.
14.5.1.2 Enable Address Check
Administrators can configure address check that validates addresses maintained in master data for business
partners and organizational units, during migration and data replication.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Fine-Tune
Address Check to enable address check. The system checks if address data, such as country, region, and postal
code length, is consistent. Inconsistent data leads to error messages and cannot be saved or activated.

To disable the address check, select the Allow Saving of Inconsistent Data checkbox. If you select the checkbox
below, you allow the saving of inconsistent addresses for master data. The check results will then be shown as
warnings, and the data will be saved.
Note
Checks of address data for business documents are not affected.
14.5.1.3 Turn Off Country Specific Formatting for Phone

Numbers
Administrators can turn off the country specific formatting for phone numbers to avoid issues during replication of
business partner addresses.
To maintain the required configuration, go to Business Configuration Implementation Projects Edit Project
Scope Questions Built in Services and Support Business Environment Address and Languages and select
the scoping question - Do you want to suppress the defaulting of the country dialing code for phone numbers
without country dialing code?
Country specific formatting ensures that if the recommended format for a phone (or mobile) number is not
maintained and the dialing code is not available, then system determines the dialing code from the postal address.
However, during migration or replication, if inbound phone numbers do have the country code but are prefixed ‘00’
instead of the superior leading ‘+’, this may result in problems with migration. Use the scoping question to
suppress country formatting for such business needs.
Note
The recommended format to maintain a phone or mobile number is to start with a leading ‘+’ followed by the
country dialing code, for example, ‘+49 (6227) 7-47474’.

14.5.2 Map View for Accounts
Track location of accounts using maps.
Under Customers Accounts and Visits Visit Planner , choose Map View to see the geographical
location of each of the addresses of the displayed accounts — both individually, and in relation to one another. You
can also zoom in, zoom out, and pan in any direction.
Note
In autonavi maps for accounts, pin color on the maps is determined using account role (customers and
prospects). Use this to identify and differentiate between customers and prospects in the map. Only two
account roles - Customer and Prospect are shown in colors. All other roles are represented using the default pin
color - blue.
Note
You can keep only one set of map active in the system. You can configure each map individually, or configure a
combination of Google and AutoNavi map. In the former case, the system will display only the configured map.
In the latter case, a toggle button will be available for you to switch to the map of your choice. Note that you
cannot combine a Bing Map with any other map. If both maps are active by accident, mapping functionality in
the HTML5 or the Fiori client, may not function properly.
Search Nearby or Search Map Area
Search for accounts or individual customers located nearby or within a map area. You can therefore search within a
map using the following options:
● Search Map Area - Within a selected map area, triggers a search for and pins on the map, all customers that
match search criteria.
● Search Nearby - Pins your current map location and triggers a search for customers nearby that match search
criteria.
Note
The Search Nearby and Search Map Area features work only for the accounts that are mapped using geo-
coordinate addresses (latitude and longitude). These features are not available for accounts that utilize only
address information (without geo-coordinates).
Note
An example for the format for latitude and longitude is given as follows: Latitude: 49,293393 and Longitude:
8,641981.

14.5.2.1 Configure Maps
Administrators can configure Google Maps or AutoNavi Maps for different accounts.
Configure the Maps Mashup
To enable map view via mashup, proceed as follows:
1. Choose Administrator Business Flexibility Mashup Authoring .

2. On the Mashup Authoring screen, select Custom Mashups from the dropdown menu.
3. Perform a search for the mashup ID. The mashup IDs for the available maps are as follows:
○ Google - SM00078
○ AutoNavi - SM00079: For use in the countries such as China where Google Maps are not supported.
4. Select the mashup and click Enter API Keys. The Enter API Keys dialog box opens.
5. Click Show API Key and, in the API Key Value column, enter the API key that you received from the service
provider.
Note
● The use of the Google Maps Service is subject to Google Terms of Service, which are written in http://
www.google.com/intl/en/policies/terms/ . If you do not accept such Terms of Service, including but not
limited to all limitations and restrictions therein, you may not be able to use Google Maps Service in SAP
Hybris Cloud for Customer. The use of Google Maps Service in or through SAP Hybris Cloud for Customer
constitutes your acceptance of Google Terms of Service, and it can be terminated by SAP without reason at
any time and SAP is not required to provide an equivalent service via another provider.
As a prerequisite, please create a support ticket to obtain and use the SAP API key for Google Maps.
● The use of AutoNavi Maps Service is subject to AutoNavi Terms of Service, which are written in http://
map.amap.com/doc/serviceitem.html . If you do not accept such Terms of Service, including but not

limited to all limitations and restrictions therein, you may not be able to use AutoNavi Maps Service in SAP
Hybris Cloud for Customer. The use of AutoNavi Maps Service in or through SAP Hybris Cloud for
Customer constitutes your acceptance of AutoNavi Terms of Service, and it can be terminated by SAP
without reason at any time and SAP is not required to provide an equivalent service via another provider.
As a prerequisite, please create a support ticket to obtain and use the SAP API key for AutoNavi Maps.
14.5.3 Address Validation
Geo-coding for addresses.
Address checks determine if address data such as country, region and postal code length is consistent. If you
enter inconsistent data, appropriate error message is displayed and you cannot save or activate the address data.
Address validation services help validate, normalize, and geo-code addresses maintained for accounts. These
services are licensed separately by SAP Data Quality Management (SAP DQM) micro service that is hosted on SAP
Cloud Platform. Implement this http based microservice )also called Data Quality as a Service, to integrate
address validation feature within your SAP Hybris Cloud for Customer system.
Use
Note
Before implementing address validation service, you need to be aware of DQM billing for the API calls from SAP
Hybris Cloud for Customer. See the section Billing for DQM Service for Address Validation further below in
this topic.
You can validate addresses for accounts in the following screens:
1. Account Quick Create Screen: When you click Validate Address in the quick create screen, the service
displays a dialog with both the original as well as the proposed addresses. You can choose to accept the
proposal or further refine the address. The service also performs a duplicate address check for the proposed
address.
2. In the account Overview tab, use the actions menu to validate address data maintained in the account header.
3. In the Address tab, select an address and click Validate Address icon in the table.

14.5.3.1 Configure Address Validation for Geo Tracking
Administrators can configure address validation for geo tracking using standard microservices from SAP Cloud
Platform.
Prerequisite
When you purchase a license for the microservice, you are assigned a Request URL to access SAP DQM micro
services. The URL is unique to your data center on SAP Cloud Platform and is required to activate integration with
the SAP Hybris Cloud for Customer. You can access this URL under SCP Cockpit Services Data Quality
Services Application URL . Copy this URL to a notepad on your local machine. You assign this URL when
configuring the integration in your cloud for customer system.
Steps for Configuring Microservice for Address Validation in SAP Hybris Cloud
for Customer
1. Select the scoping question - Do you want to use the Address Validation service? under Business
Configuration Edit Project Scope Questions Built in Services and Support Business Environment
Addresses and Languages .

2. Create a communication system with name Address Validation (recommended name) under Administrator
General Settings Integration Communication Systems . Further, under Host Name, enter the request
URL.
Note
Request URL is the Application URL that you have copied under Data Quality Services in SAP Cloud
Platform. Enter the URL without leading Https:// and without trailing /dq/AddressCleanse (as shown in
the graphic below).
3. Next, create a new communication arrangement under Administrator General Settings Integration
Communication Arrangements . Create the communication arrangement with the same name as the
communication system you created in the previous step.
Enter the following settings for the communication arrangement:

○ Application Protocol: Http
○ Authentication Method: SSL Client Certificate
○ Certificate – SAP Business ByDesign System

Note
Download this certificate to your local machine. Upload this certificate to SAP Cloud Platform.
○ Host Name: the request url you maintained in the communication system is defaulted here
Create a new communication scenario and assign the new communication arrangement to the new
communication scenario.
Configuration in SAP Cloud Platform
Upload the client certificate (that you have assigned to communication arrangement in Cloud for Customer and
downloaded to your local machine) to SAP Cloud Platform. For detailed documentation on importing client
certificate to SAP Cloud Platform and configuring client certificate authorization, see Client Certificate
Authorization.
Billing for DQM Service for Address Validation
The street address validation along with geo coding is enabled by default for each SAP Hybris Cloud for Customer
to SAP DQM micro service call. The following considerations apply as part of the address validation service:
● Street address validation and geo coding are considered as two different transactions by DQM service.
● Street and post office box addresses within the same address validation transaction are considered
separately.
For detailed information on billing for these API calls, refer to Billing/Usage Information (Per API Call)
Additional Information
For detailed information on enabling and configuring DQM Microservices, see the documentation under Data
Quality Management, microservices for location data (DQM microservices).
14.6 Organization and Territory Assignments
Alignment to org. units helps to cluster accounts within your sales organization. Further, use territories to further
distribute accounts within specific sales territories.
Account Sales Data [page 371]

Sales data maintenance for accounts.
Territories for Accounts [page 372]

Enable sales analysis based on sales territories.

14.6.1 Account Sales Data
Sales data maintenance for accounts.
Accounts are often used within the purview of an org. structure. Therefore, you must create the necessary sales
data required to use accounts for various business needs within the org. structure of your company. You can use
territories, distribution channels and divisions for your accounts.
● Assign one or more sales organizations, distribution channels and divisions to an account.
● Use the sales area assignment to determine sales data in business transactions.
● Configure access restrictions based on sales area.
Sales Arrangement Data: In addition to the sales data, assign attributes for to an account, attributes for sales
arrangement in the account quick create dialog screen. SAP ERP offers sales arrangement data as mandatory for
account creation. This feature in your cloud solution allows for a seamless replication of account details to your
SAP ERP system. Also, since sales arrangement data is available during account creation, this data is available for
you to manage account restrictions too.
14.6.1.1 Configure Sales Data
Administrators can configure account sales data.
Sales Area Distribution Channel
Distribution Channel , to maintain distribution channels for your company. Additionally, assign the distribution
channel to the org. structure for your company using the work distribution maintenance.
Division
Division to define divisions in your company.
Sales Area Territory Hierarchy Level
Go to Business Configuration Implementation Projects Your Project Open Activity List Fine Tune Sales
Territory Hierarchy Level to create the root sales territory and other territory levels.

Define Workflows for Modifications to Sales Data
Administrators can use the new workflow object for Sales Data to trigger workflows when modifications are done
to sales data of an account. For example, an account is assigned to a new sales area and you need to inform users
about this change. Create workflow rule to trigger a notification or send an e-mail to the account owner or the
territory team.
Related Information
For more information, see Configuring Divisions.
14.6.2 Territories for Accounts
Enable sales analysis based on sales territories.
Following possibilities exist to define accounts based on territories:
● Assign accounts to sales territories to define responsibilities and grant authorizations.

● Assign an account to more than one sales territory.
● Realign territory structure to adjust to changing sales markets.
● Maintain rules based on account attributes for rule based determination of territory in accounts and in
business documents such as leads and opportunities.
● Analyze sales on territory dimension.
14.6.2.1 Assign Territory and Create Rules for Territory based

Determination
Administrators can assign territory and create rules for territory based determination.
Go to Administrator (work center) Sales and Campaign Settings , you can select:
● Territories to define new territories and assign accounts to them.

● Define Rules for Territories Realignment to define new rules for a realignment run
● Realignment Run to define schedule a realignment run and even define new rules for territory based alignment
for accounts.
14.6.2.2 Configure Sales Territory Hierarchy Level
Administrators can configure territory hierarchy levels.

Territory Hierarchy Level to maintain territory hierarchy levels.
14.7 SAP ERP Customer Cockpit
The customer cockpit is a central point of information for sales-relevant data about a customer, such as address
and communication data, key figures, and contact persons.
The customer cockpit is a central point of information for sales-relevant data about a customer, such as address
and communication data, key figures, and contact persons. If your cloud system is integrated with SAP ERP
system, you can launch the ERP cockpit ( Accounts Sales Data ERP Cockpit directly from an account sales
area view and edit transactions in ERP.
14.7.1 Configure SAP ERP Customer Cockpit
Administrators can configure SAP ERP customer cockpit.
Perform the following steps to configure the customer cockpit:
● Search for ERP Account cockpit - SM00105 under Administrator Mash-up Authoring
● Update the URL to connect to the SAP ERP system.
1. Login to ERP system SICF and execute ldai2q5e.wdf.sap.corp
2. Launch the ERP customer cockpit from your cloud for customer account to quickly edit transactions in
SAP ERP system.
14.8 Social Media Profiles
Maintain social media profiles for your accounts and contacts.
● Create social profiles of individual customers and contacts.

● Track both inbound and outbound social media interactions from the Social Media Message tab.
● In Cloud for Service, use social media channels to work with customers.
For more information, see Enabling Social Media Features.

14.8.1 Configure Social Media Features
Use social media to collaborate with your customers.
Your SAP Hybris Cloud for Social Engagement solution is delivered with the social media features available but
hidden. As an administrator, you need to enable the social media features of the solution using Adaptation Mode.
1. To enter adaptation mode click Adapt, then choose Enter Adaptation Mode.
2. Navigate to each of the screens listed below and make the screen edits indicated for each.
1. When you're on the screen you want to edit, click Adapt, then choose Edit Screen.
2. Add or remove elements on the Screen Layout tab.
You can test your changes before publishing.
4. When you're finished with your changes you can publish them to make them visible to all users.
Screens to Edit for Enabling Social Media Features
Screen Navigation Edits Notes
Service and Social Administrator Service Under Sections, check the box You need to make this change before
Settings for Social Media to make it you can set up any social media
and Social Settings
visible. channels in your system.
Individual Customers Customers Individual Under Fields, check the box

for Social Media Profile to
Customers
make that column visible in
the list.
Individual Customer ● Under Sections, check You need to have at least one cus
Customers Individual
the box for Social tomer record in the system before
Customers then choose a
Information to make it you'll be able to adapt the details
customer to open the details
visible. screen.
screen
With Social Information
selected, under Fields,
ensure the boxes are
checked for Facebook
and Twitter.
● Under Sections, select
Tabs, then in the lower
list, select Social Media
Messages and Social
Profiles.
Related Information
Adapting the User Interface

14.9 Integration with LinkedIn™ Sales Navigator to Access
Relationships and Key Contacts
Find a new section - LinkedIn™ Sales Navigator in the Overview tab and Contacts tab for accounts and contacts and
in the buying center. Click Sign-In in this section to navigate to linkedIn to find relationships and key contacts. Use
the rich LinkedIn profile data to record activities with prospects and customers, view recent activities of your
contacts and find a topic of interest to help you start a conversation with your prospects.
The LinkedIn™ Sales Navigator uses basic information such as first name, last name, email address, job title, and
company name to find the correct company or person on LinkedIn. You can also perform a search if you are unable
to find appropriate contacts or customers. For your contacts, the Save as Lead option in the widget allows you to
save the person as a lead in the LinkedIn™ Sales Navigator. Such leads are not recorded in SAP Hybris Cloud for
Customer. In addition to basic information mentioned above, there is no further data exchange between SAP
Hybris Cloud for Customer and LinkedIn.
To use this feature, you need to:
● Use a standard LinkedIn account.
Note
If you have signed in to LinkedIn with a different account, you are automatically signed in with that account.
To re-login with the standard account, first clear your previous browsing cookies.
● Enable browser cookies:

○ For Google Chrome, go to Settings Advanced Privacy and security Content settings Cookies
Allow and add [*.]linkedin.com
○ For Internet Explorer, go to Internet Options Security Trusted sites Sites and add http://
linkedin.com
● Select the relevant mashup using personalization.

contact.
Note
14.10 Accounts Offline
This topic presents an overview of features supported for accounts in offline mode. Accounts create, edit and
display is supported in the offline mode.
Note
● All Related Activities of Accounts are not downloaded.

● In offline mode, newly created accounts show up with their temporary IDs when used in other transactions.
The details are resolved properly once you synchronize and the entries are created online.
CONTACTS
Offline Scope

via actions/via
navigation)
Overview Header Status Y Y

Fields
Role Y Y Y N
Name Y N Y Y
Additional Y N Y Y
Name
Additional Y Y
Name 2
Additional Y Y
Name 3
Prospect Y Y
Role Y Y Y Y
Country Y N Y Y
PO Box Y Y
PO Box ad Y Y
dress
PO Postal Y Y
Code
Time Zone Y Y
C/O Y Y
address Line Y Y
1
address Line Y Y
2


via actions/via
navigation)
House Num Y N Y Y
ber
Street Y N Y Y
address Line Y Y
4
address Line Y Y
5
City Y N Y Y
State Y N Y Y
Postal Code Y N Y Y
Primary Y Y
Contact
Phone Y N Y Y
ABC Classi Y N Y Y
fication
Fax Y N Y Y
Email Y N Y Y
WebSite Y N Y Y
Owner Y N Y Y
Language Y N Y Y
Mobile Y N Y Y
Top Level Y N
Owner
Legal Form Y
Industry Y N Y Y
Active Pipe Y N
line


via actions/via
navigation)
Permission Y N
YTD Reveue Y N
Account ID Y N Y N
External ID Y N
External Y N
System
Created on Y N
Created By Y N
Changed on Y N
Changed by Y N
Duns Y N
Order Block Y N
Delivery Y N
Block
Billing Block Y N
Sales Suport Y Y
Block
Notes N N
Prospect In Y Y
dicator
Parent Ac Y N
count
Country Y N
Mobile Y N
Duns Num Y N
ber


via actions/via
navigation)
Contact Per Y N
mission
Language Y N
Extension Y N
Fields
Sales Data Sales Data Sales org Y NA
Distribution Y NA
Channel
Division Y NA
Sales Office Y NA
Sales Group Y NA
Details Sales Organ Y N

ization
Distribution Y N
Channel
Division Y N
Sales office Y Y
Customer Y Y
Group
Delivery Pri Y Y
ority
Order Block Y Y
Delivery Y Y
Block
Billing Block Y Y
Sales Sup Y Y
port Block
Sales Group Y Y


via actions/via
navigation)
Incoterms Y Y
Incoterm Lo Y Y
cation
Currency Y Y
Activities Appoint Subject Y Y

ment
Status Y Y
Start Date/ Y Y
Time
Owner Y Y
Primary Y Y
Contacts
Tasks Subject Y Y
Status Y Y
Start Date/ Y Y
Time
Owner Y Y
Primary Y Y
Contacts
Phone Calls Subject Y Y
Status Y Y
Start Date/ Y Y
Time
Owner Y Y
Primary Y Y
Contacts
E-Mails Subject N N


via actions/via
navigation)
Status N N
Start Date/ N N
Time
Owner N N
Primary N N
Contacts
Opportuni Opportuni Name Y Y

ties ties
Close Date Y Y
Sales Phase Y Y
Owner Y Y
Status Y Y
Progress Y Y
Contacts Contacts Name Y Y
Job Title Y Y
Function Y Y
Department Y Y
Phone Y Y
Fax Y Y
Addresses Addresses Address Y Y
Phone Y Y
Fax Y Y
Main Y Y
Action Y Y
Relation Relation Relationship Y Y

ships ships Type


via actions/via
navigation)
Business Y Y
Partner
Address Y Y
Action Y Y
Visits Visits Subject Y Y
Status Y Y
Owner Y Y
Primary Y Y
Contacts
Phone Y Y
Visit Infor Recom Y Y

mation mended Fre
quency
Last Visited Y N
Next Plan Y N
ned Visit
Visit Before Y N
Promotions N NA
Sales Orders N N
Product List N NA
Charts N NA
Service Re N N
quests
Attach N NA
ments
Account N N
Team


via actions/via
navigation)
Account Hi N NA
erarchies
Leads N N
Campaign N NA
Sales N N
Quotes
Visit Hours N NA
Installed N Y N
Base
Marketing N N
Attributes
Service con NA
tracts
Sales Terri NA NA
tory
Feed NA NA
Target NA NA
Group
Sales leads NA NA
Registered N Y NA
Products
Recent Or NA NA
ders
Groups NA NA
Survey re NA NA
sults
External Fol NA NA
lowup Docu
ment

Offline Action
Accounts Activities (Appointments, New Y

Tasks, Phone Calls)
Opportunities New Y
Contacts New Y (currently not supported.)
Addresses New Y (currently not supported.)
Relationships New Y (currently not supported.)
Visits New Y
Global Block N
Set to Obsolete N
Derive Territory N
International Version N
14.11 FAQ for Accounts
14.11.1 What are the conditions under which the customer

merge can fails?
Customer merge can fail under very few conditions, primarily in case of the customer being open in edit mode by
another user ( locked for editing) or in case there are any PDI validations that result in failure.
14.11.2 What are the conditions under which transaction re-

parenting can fail?
Transaction re-parenting from duplicate to master record can fail for many reasons. The primary reasons can be as
follows:-
1. Transaction status does not allow any modification, for example, a service ticket that is in status Confirmed or
Completed cannot be modified on the user interface. Hence a confirmed service ticket cannot be re-parented
during merge process.

2. Another case could be that the transaction is in-approval status like sales quote in approval.
3. Validation in SAP Cloud Applications Studio fails and results in error.
4. Transaction was locked by another user during the merge process and hence could not be modified.
14.11.3 Where can I find the list of transactions which could not
be re-parented, if merge status is ‘Merge Completed -
Realignment Failed’?
Navigate to the merge details view and click on the Transactions screen. This lists the transactions along with
transaction type which could not be re-parented.
14.11.4 Where can I see the reason why the merge has failed for
a particular transaction?
Navigate to the merge details view and click on the Result Log screen. You will see a Results table. Select the entry
with the status Error and click on Application log ID. In the application log view , click on Results Log screen. This
view lists all the errors which prevented the customer merge or transaction re-parenting.
14.11.5 What should I do when the merge has failed ( status as

'Merge Failed’ or ‘Merge Completed - Realignment
Failed’.
Navigate to the Data Cleansing work center and customer merge data set. Select the merge instance that has
failed and then click on Initiate. You will observe that the status will change to Merge In Process. The system will
retry merging the customer instances.

15 Contacts
Use contacts to represent the relationship between contacts and accounts. Contacts can be maintained only for
corporate accounts.
Note
Contacts are persons that have a relationship with a corporate account and may be involved in business processes
like activities, orders, opportunities, and so on. You can maintain the details for contacts by creating a contact or
using the relation between a contact and an account. You can define a contact as sales area dependent and assign
them to multiple accounts. You can also configure custom relationships between accounts and contacts in your
SAP Hybris Cloud for Customer system.
Additionally, use contacts to:
● Present a 360° view of the relationship that your organization has with a specific contact
● Create the following for contacts:
○ Phone calls
○ Appointments
○ Tasks

Contacts PUBLIC 387
○ E-mails
○ Social media messages
● Set a status for a contact. For example, you can set a contact to Active or you can Block a contact.
15.1 Scope and Configure Contacts
Business configuration fine tuning for contacts
15.1.1 Enable and Scope Contacts
Administrators can enable contacts by scoping Account Management.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Sales and
select Account Management.
Note
Prerequisites

388 PUBLIC Contacts
● Not Started
● Merge Failed
● Merge Completed
process.
15.1.3 Configure Basic Contact Data
Administrators can configure basic contact data.
Contacts , and maintain the following for your business requirements:
● Departments (name of department of a contact in the business partner's company)

● Functions (that the contact is responsible for)
● VIP Contacts (Mark contacts as VIP Contacts)

Contacts PUBLIC 389
15.1.4 Configure Migration of Contact Addresses
Administrators can migrate contact addresses.
Migration of Personal Addresses for Contacts , to migrate personal addresses for contacts. For detailed
information, see the documentation in the system.
15.1.5 Configure Contact to Employee Assignment
Administrators can configure contact to employee assignment. Directly assign contacts to employees in the
Contacts detailed view. You can also assign a main employee responsible for the contact. The standard query My
Contact has been enhanced to consider the direct contact-employee assignment.
The following configuration must be maintained to enable the employee - contact assignment:
● To enable access restrictions based on contact employee assignment, to Business Configuration

Implementation Projects Your Project Edit Project Scope Built-In Services and Support User and
Access Management and select the scoping question - Do you want to restrict access rights for contacts
using Contact Team Relationship?
● If the above scoping question is enabled and if the business role is configured to have access restrictions for
contacts, then all the access rules with employee reference will always refer to contact team assignment for
contact employee restrictions.
● All other access rule references will be derived from the account assigned to the contact (for example
territory, sales area and so on.).
relationship.

390 PUBLIC Contacts

Contacts PUBLIC 391
Note

392 PUBLIC Contacts
Note
Access Restrictions
business users
contacts.
Use in Analytics
ners.


Contacts PUBLIC 393
Prerequisites
Caution
Caution

394 PUBLIC Contacts

3. Save your work.
15.1.10 Enabling Social Media Features
Expose the hidden social media features available in your solution.
Your SAP Hybris Cloud for Social Engagementsolution is delivered with the social media features available but
and Social Settings

Customers
the list.

Contacts PUBLIC 395
visible. screen.
screen
and Twitter.
Messages and Social
Profiles.
Related Information

396 PUBLIC Contacts
in the application.

formation.


information.


Contacts PUBLIC 397
15.2 Customer Merge
Account merge function is available for corporate accounts, individual customers and contacts. This feature allows
master data teams to merge duplicate records into a single golden record.
Why do you Need Account Merge
● Multiple duplicate records for the same customer may result in inconsistencies in the system.
● To create a golden master record from duplicate records for a single account.
● Re-assign open transactions related to the duplicate record to the golden record (in case there are any open
leads or opportunities.
Phases of Account Merge Process
The account merge process is divided into three processes. They are:
● PHASE 1: You select the accounts, individual customers or contacts to be merged. Create and schedule merge
object to perform merging of golden record and duplicate record as a background job run.
● PHASE II:
○ Duplicate records are set to status Obsolete.
○ System creates a relationship 'Replaces' and 'Is Replaced By' between the master and duplicate record.
○ The system performs a union of the various dimensions such as addresses, sales data, account team,
relationships and so on, wherever possible.
○ If duplicate entries are identified (for example, same sales area for both the duplicate and master record),
the system gives precedence and retains the master record.
● PHASE III:
○ The system identifies transactions that are assigned to duplicate records.
○ It attempts re-parenting these transactions by modifying them and reassigning them to the master
record.
○ Transactions that can be modified on the user interface will be re-parented ( assuming there are no in-built
customized validation).
○ All transactions that cannot be re-parented are listed in the transaction view of merge transaction and the
application log lists issues that resulted in this failure.
Merging Accounts That Appear in Same Account Hierarchy
If two accounts that you need to merge exist in the same account hierarchy, then merge is possible if both the
parent and the account to be merged are at the same level in the hierarchy.

398 PUBLIC Contacts
Note
Prerequisites
● Not Started
● Merge Failed
● Merge Completed

Contacts PUBLIC 399
process.
15.2.2 Status Management in Account Merge
Statuses and Descriptions
Status Description
Not Started This is the initial status and is set when the Merge object is
created and Merge process has not yet been triggered.
Merge In Process This is the status when the merge has been triggered either
from the web service call or manually from the UI. This status
indicates that merge process has started.
Merge Failed This is the status when the merge operation of merging mas
ter and slave record has failed. The system will not attempt
any transaction reassignment in case the merging of duplicate
records has failed.
Merge Completed - Realignment In Process This is the status when the merge of two customers has been
successfully completed and the re-parenting of transactions
assigned to the duplicate record to master record has started.
Merge Completed - Realignment Failed This is the status when the merge of two customers has been
completed and the reassignment of transactions has failed.
Completed This status signifies that customer merge and reassignment of

transactions has been completed without any errors.

400 PUBLIC Contacts
15.2.3 Merge Criteria for Tab Screens
Node Handling during Merge
Nodes Description
Relationships ● The system will merge the account team and relationship
records from the duplicate account into master account.
● If a relationship is marked as unique and exists in the
master record, the system will ignore the same record in
duplicate records. For unique relationships master ac
count will always take precedence. All relationships cop
ied from duplicate to master will be deleted from the du
plicate record. All non-unique relationships will be copied
over from the duplicate record to the master record.
● A new relationship ‘Is Replaced’ /’Replaces’ will be cre
ated between golden and duplicate record.
Territory ● When tenant is configured to have Single territory per ac

count, territory maintained on the duplicate account shall
not be copied to master. Territory on the master will re
main as is; territory maintained on the duplicate account
will not be copied.
● When tenant is configured to have multiple territory per
account, all territories assigned to duplicate account will
be merged into the dedicated sales territory section of
the master account. All territories assigned to duplicate
account will be merged into the dedicated sales territory
section of the master account. System determined sales
territories of the master record will not be modified. The
newly merged account (master account) will also have all
of the territories of the duplicate account.
Address ● All addresses of the duplicate account will be copied over

● The main address in the master account will remain the
main address post merge.
● In case no address information is maintained in the mas
ter record, the main address of the duplicate account will
be marked as the main address in the master account
post merge.
Notes The Notes added to duplicate Account will be copied over to

Master.
Attachments All attachments from the duplicate account will be copied over

Contacts PUBLIC 401
Nodes Description
Account Team The system will merge the account team and relationship re
cords from the duplicate account into master account.
If a party role in unique and exists in the master record, the

system will ignore the same party role from the duplicate re
cord. For unique party roles master account will always take
precedence. Uniqueness check for a party role in account
team will consider the sales area and the validity dates check.
For example, an account can have 2 owners with the same
sales area information but with different validity dates. Though
owner is a unique role, the uniqueness check will also consider
the sales area and validity dates.
Sales Area All sales area information from the duplicate will be copied
over to the master account. If the sales area (Sales org, distri
bution channel, division) information of the master account
also exist in the duplicate account, then the sales area record
will not be overwritten, the sales area details maintained for
the master record will take precedence.
Social Profiles If both master and duplicate record have social profile , then
copy the social profile from duplicate to master
EXAMPLE:
● Customer A (Master) has FB Social profile assigned FB_1.

● Customer B (duplicate) has Twitter Social profile as
signed TW_1
● After the merge A will have a new user profile TW_1.
● Social profile linked with customer A will have two User
profiles one for FB, and one for TW.
● If master record does not have a social profile then the so
cial profile from duplicate will be copied to master record
Marketing Permissions In general the final result after account merge will be a union of
count wins.
● Case 1: When all accounts have different marketing per

missions assigned for different channels -The master ac
count will have a union of all .
tained in master account will be retained.
The system will also copy notes and attachments

402 PUBLIC Contacts
Nodes Description
Communication Category In general the final result after account merge will be a union of
count wins.
● Case 1: When all accounts have different assignments for

different channels -The master account will have a union
of all .
Marketing Attributes In general the final result after account merge will be a union of
count wins.
● Case 1: When all accounts have different marketing at

tributes assigned The resultant account will have a union
of all the marketing attributes
● Case 2: When marketing attributes allows multiple val
ues, there are common marketing attributes but differ-
ent/common values. The master account will have a un
ion of values.
● Case 3 : In case of conflict , the attribute value main
15.2.4 Rules for Transaction Reassignment during Merge
Transaction Reassignment in Account Merge
Tickets All the tickets where duplicate account is an involved party

should be reparented to the master account .Tickets which
Sales Orders All the Order where duplicate account is an involved party
should be re-parented to the master account .Orders which

Contacts PUBLIC 403
Leads All the leads where duplicate account is an involved party

technical reason) to the master account .leads which could
not be re-parented to master should be logged in the Merge
BO with appropriated error log entry in the application log so
that the user can evaluate the issue
Activities ( Phone Call, Appointments, Tasks and Emails. All activities where duplicate account is an involved party
technical reason)to the master account .appointments which
could not be re-parented to master should be logged in the
Social Media Messages All social media messages attached to social profile of dupli
cate record will also move from duplicate Record to Master
post Merge
Visits All the visits where duplicate account is an involved party

should be reparented ( because of status or due to any other
technical reason) to the master account .Visits which could
not be reparented to master should
Opportunities A l the opportunities where duplicate account is an involved

party should be reparented ( because of status or due to any
other technical reason) to the master account .Opportunities
which could not be reparented to master should be logged in
the Merge BO with appropriated error log entry in the applica
tion log so that the user can evaluate the issue
Sales Quotes All the sales quotes where duplicate account is an involved
party should be reparented
( because of status or due to any other technical reason) to

the master account
.Quotes which could not be reparented to master should be

logged in the Merge business object with appropriated error
log entry in the application log so that you can evaluate the is
sue
15.2.5 Result Log
The Result Log screen displays the application logs that are created by the system for each merge transaction. The
logs are displayed in a hierarchy. Click on the hyperlinked Application Log ID to see if the merge execution resulted
in errors, warnings or other information messages.

404 PUBLIC Contacts
The Results section of the application log also displays for the errors, the reason why the transaction reassignment
failed. Re-trigger the merge using the Initiate action available on the customer merge list view.
15.3 Contact Team

Maintain a contact team and assign employees to a contact team.
You can maintain a contact team for a contact. As a sales representative, you can also upload your contacts. Your
contacts can be secure because all users can only access their contacts. You can also assign employees to a
contact in the Contact Team screen and assign an employee as the main contact in the team. (this feature is
subject to available authorizations). Your administrator can use the standard business partner migration template
object to migrate contact team members.
15.3.1 Configure Contact to Employee Assignment
Administrators can configure contact to employee assignment. Directly assign contacts to employees in the
Contacts detailed view. You can also assign a main employee responsible for the contact. The standard query My
Contact has been enhanced to consider the direct contact-employee assignment.
The following configuration must be maintained to enable the employee - contact assignment:
● To enable access restrictions based on contact employee assignment, to Business Configuration

Implementation Projects Your Project Edit Project Scope Built-In Services and Support User and
Access Management and select the scoping question - Do you want to restrict access rights for contacts
using Contact Team Relationship?
● If the above scoping question is enabled and if the business role is configured to have access restrictions for
contacts, then all the access rules with employee reference will always refer to contact team assignment for
contact employee restrictions.
● All other access rule references will be derived from the account assigned to the contact (for example
territory, sales area and so on.).
15.4 Contact Relationships and Buying Center Relationships

Maintain different relationships that contacts may have with your accounts.
Each contact may have different relationships with accounts. You can create different contacts to represent these
different relationships using the relationship types. Further, you can also maintain buying center relevant
information for contacts. Your administrator must have maintained the buying center configuration. The
administrator can use the configuration to define hierarchical or non-hierarchical relationships contact-to-contact
or contact-to-employee relationships.
Contact relationships define the nature of a contact. They represent relationships between contacts, accounts as
well as with other business partners such as partners and partner contacts. Use the relationships that you have

Contacts PUBLIC 405
configured to assign relationship between Accounts, Contacts, Partners, Partner Contacts and so on based on
your business needs.
Usually, relationship types are bi-directional, such as Is a Contact and so on. Standard relationship types are
configured in the cloud solution; You can also create custom-defined relationship types and maintain them for
sales areas.
relationship.

406 PUBLIC Contacts
15.5 Buying Center
Buying center means refers to all those members of an organization who are key stakeholders and are involved in
the buying process.
Use buying center to collaborate with accounts and contacts using various channels. In the Buying Center tab,
map key stakeholders (involved in buying process) along with their relationships. Information that you create here
is copied for opportunities.
15.6 Attributes and Permissions
Attributes can be of different data types and can by grouped together into an attribute set. You can set different
properties of an attribute like Negative value allowed, Intervals allowed, Multi-value allowed and so on.
A very common use of attributes is to create target groups. For example, if you are a credit card company and want
to create a target group for customers traveling internationally, then you can create an attribute named as
International traveler with a value list YES or NO. Every time your customer spends some money outside your

Contacts PUBLIC 407
country using your card you can automatically update International traveler as YES. Subsequently, you can create
a target group of customers where the value of attribute International traveler is YES and send them promotions
like low exchange rate for international traveler or low interest rate if they buy ticket through your company using
your credit card.
Note
Attributes are available in HTML and Responsive UI, in both online and offline mode.
Maintain Attributes for a Customer
1. Navigate to Customers Accounts/Contacts/ Individual Customers , and click on either Accounts/

Contacts/ Individual Customers for whom you want to add/ set preferences.
2. Next, navigate to the Marketing Attributes tab.
3. Click Edit to enable Add.
4. Click Add to select from the displayed attributes list and add to the existing attributes.
5. After adding the attribute set, you can maintain values for the attributes.
Search Attributes
You can also search objects based on attribute values. This can be done in the accounts listing by clicking on the
Advanced Filter icon and selecting Marketing Attributes Maintain Conditions .
You can specify a combination of attribute sets, attributes, operators and values – for example, Employee
Attributes, Region, Equal, and North America, respectively – to apply to the marketing attributes search. You can
also specify additional marketing attribute conditions with the logical operator OR. Once these parameters have
been saved, you can apply the associated conditions as an advanced search query to find business partners with
corresponding marketing attributes, and to display them within the Marketing Attributes tab of the work center
view of the associated business partner.
Note
Maintain Conditions is available while adding members to a target group.

408 PUBLIC Contacts
Note

Contacts PUBLIC 409
Note
Access Restrictions
business users
contacts.
Use in Analytics
ners.


410 PUBLIC Contacts
Prerequisites
Caution
Caution

Contacts PUBLIC 411

3. Save your work.
15.7 Social Media Profiles
Maintain social media profiles for individual customers.
Use social media for your individual customers to:
● Create social profiles of individual customers.

● Track both inbound and outbound social media interactions from the Social Media Message tab.
● In Cloud for Service, use social media channels to work with customers.
For more information, see Enabling Social Media Features.
15.7.1 Enabling Social Media Features
Expose the hidden social media features available in your solution.
Your SAP Hybris Cloud for Social Engagementsolution is delivered with the social media features available but
and Social Settings

412 PUBLIC Contacts

Customers
the list.
visible. screen.
screen
and Twitter.
Messages and Social
Profiles.
Related Information
15.8 Integration with LinkedIn™ Sales Navigator to Access

Relationships and Key Contacts
Find a new section - LinkedIn™ Sales Navigator in the Overview tab and Contacts tab for accounts and contacts and
in the buying center. Click Sign-In in this section to navigate to linkedIn to find relationships and key contacts. Use
the rich LinkedIn profile data to record activities with prospects and customers, view recent activities of your
contacts and find a topic of interest to help you start a conversation with your prospects.
The LinkedIn™ Sales Navigator uses basic information such as first name, last name, email address, job title, and
company name to find the correct company or person on LinkedIn. You can also perform a search if you are unable
to find appropriate contacts or customers. For your contacts, the Save as Lead option in the widget allows you to
save the person as a lead in the LinkedIn™ Sales Navigator. Such leads are not recorded in SAP Hybris Cloud for
Customer. In addition to basic information mentioned above, there is no further data exchange between SAP
Hybris Cloud for Customer and LinkedIn.
To use this feature, you need to:
● Use a standard LinkedIn account.

Contacts PUBLIC 413
Note
If you have signed in to LinkedIn with a different account, you are automatically signed in with that account.
To re-login with the standard account, first clear your previous browsing cookies.
● Enable browser cookies:

○ For Google Chrome, go to Settings Advanced Privacy and security Content settings Cookies
Allow and add [*.]linkedin.com
○ For Internet Explorer, go to Internet Options Security Trusted sites Sites and add http://
linkedin.com
● Select the relevant mashup using personalization.
contact.
Note

414 PUBLIC Contacts

Contacts PUBLIC 415
16 Employees
Create employees as business users in your system.
Employee is a separate entity. However, for business configuration within your system, employees are also
represented as business users in the system. Therefore, for every employee record that you create, a
corresponding business user is automatically created in the system.
Note
Employee Master Data
The employee master data is maintained under three sections:
● Basic data such as name, validity, ID, academic title, language and so on.
● Organizational data such as manager assignment, department and company name.
● Sales data such as org. unit, distribution channel and division.
Create employees
1. Create employees in your system under Administrator (work center) Users Employees . In the worklist
of the Employees view, choose New, then choose Employee.
2. Enter as much personal, organizational and contact information as you require.
3. If you have implemented SAP Hybris Cloud for Sales and integrated your solution with Microsoft Outlook®,
then ensure that you specify a unique e-mail address for each employee you create.
4. Choose Save.
Replicate Employees
For more information, see Configure Employee Data Replication under Enable and Scope Employees.

416 PUBLIC Employees
16.1 Scope and Configure Employees
Accurate employee data is essential to keep your business running smoothly — whether to make job titles,
organizational assignments and reporting lines transparent to your workforce, or simply to ensure that your
colleagues’ contact information is always up-to-date.
Go to Administrator Users Employees , to view, create and edit employee data.
You have decided whether you want to create employee records manually, or upload employee data via the
migration tool in the implementation project activity Migration of Employee Data.
16.1.1 Enable and Scope Employees
Administrators can activate employees in the scoping.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope General Business
Data Employee and Service Agents Employees to scope employees.
In addition, in order to create and maintain employee data, go to Business Configuration Implementation
Projects Your Project Edit Project Scope Questions General Business Data Business Partners
Employees and Service Agents Employees Employee Maintenance and select the scoping question - Do you
want to create and edit employee records in your cloud solution?.
16.1.2 Configure Employee Data Replication
If you have integrated your solution with an SAP Customer Relationship Management (SAP CRM) or SAP ERP
system, then you can replicate employee master data changes within those systems to SAP Hybris Cloud for
Customer.
Administrators can configure employee data replication. Go to Administrator work center and then choose
Employee Staging Area, to obtain an overview of all employees that require replication, and to determine the status
of your replication requests. In this view, you can also perform the following associated actions:
● schedule jobs to replicate employee master data between systems

● monitor the replication status of employee data within associated requests
● amend employee data in replication requests that remain to be processed
● manually edit and submit failed replication requests that were not automatically uploaded, due to errors in
data
Note
If you encounter replication requests with errors, then we strongly recommend that you correct them in the
external system from which the data originated, unless you perform code mapping corrections within SAP
Hybris Cloud for Customer. For more information, see .

Employees PUBLIC 417
In the Complete Employee Master Data Replication view of the Data Integration work center, administrators can
schedule jobs to replicate the changes made to the employees in the SAP CRM or SAP ERP system into the SAP
Hybris Cloud for Customer solution.
During the initial load, the complete set of employees is replicated to the Cloud solution. After the initial upload
from the external system, all the changes made in these systems are replicated to the Cloud solution by
scheduling jobs. This view provides an overview of employees that needs to be replicated and the status of the
replication request. It also allows you to manually edit and submit failed replication requests that were not
automatically uploaded due to errors in data.
Note
If there are replication requests with errors, we strongly recommend you correct them in the external system
from which the data originates. An exception to this will be to make any code mapping corrections in the Cloud
system.
You can view all the successfully replicated employees under People Employees view.
The Employee Master Data Replication View
This view provides you with an overview of all employee replication requests. By default, only the unsuccessful or
not yet started replication requests are displayed. You can view detailed information for every replicated employee
listed in the table, when you select the Remote Employee ID and select Edit.
● The General Data section displays information such as the system from which the data is being replicated,
basic information about the replication request, and if the replication is relevant. If the selected employee
should not be replicated or if further information needs to be added but is currently unavailable, you can click
Mark as Irrelevant to indicate that you do not want the entry to be processed. Once the entry becomes
relevant for replication, you can click Mark as Relevant to make it part of the replication process again.
● The Personal Data section displays all the details of the employee that are going to be replicated.
● The Organizational Assignments section displays the organization the employee is assigned to, and the
validity period of the assignment. You can individually select if an assignment is relevant or not relevant to be
processed. If you want a change that should be left out of replication, click Remove, and to update the
assignment with additional changes click Add Row.
● The Business Role section displays the role ID of the employee.
● The Sales Responsibility section displays the sales organization details to which the employee is assigned.
Edit and monitor employee replication data
By default, only replication requests that are unsuccessful or that have not yet started are displayed. To view
detailed information for every replicated employee listed in the table, select the Remote Employee ID, then choose
Edit.
● If the selected employee should not be replicated, or if additional information is required but unavailable, then
choose Mark as Irrelevant to exclude that entry from processing. To include the entry at a later date in the
replication process, choose Mark as Relevant.

● Review the Personal Data section for information about the employee to be replicated.
● The Organizational Assignments section displays the organization to which the employee is assigned, and the
validity period of the assignment. You can individually select whether an assignment is relevant or not relevant
for processing. If you want to exclude a change from replication, choose Remove. To update the assignment
with additional changes, choose Add Row.
Assign Business Roles to Employees During Employee Replication
1. Go to Business Configuration Implementation Projects , choose your implementation project and choose
Open Activity List.
2. Show all activities and search for “migration”.
3. Choose Prepare for Data Migration Download Migration Templates .
4. Download the Employee Complete Data migration template.
5. In the Business Role column, enter a role that you have already defined in the system.
Result: When you migrate the information in this template, the roles will be assigned to the employees.
Replicate Employees
The system has scheduled daily jobs to replicate the employees. If however, you want to replicate employees
manually:
● Select a replication request in the table, and choose Edit. Review the information and choose Replicate.
● To schedule all replication requests, click Replicate All.
The status of the replication request(s) is updated and the request is added to the run.
16.1.3 Maintain Number Ranges
Administrators can maintain number ranges for employee records in your system. The internal identification for
each employee record is randomly assigned from the specified number range.
To maintain number ranges for employees, go to Business Configuration Implementation Projects Your
Project Open Activity List Fine Tune Number Ranges for Employees and Service Agents .
Number ranges for employees control how the number of newly created employee and service agent master data
records is determined with. With manual number assignment you can enter the Employee number during first data
entry. With automatic number assignment, the system automatically increments the number of the next employee
by one, starting with the Start Number.
Note
Automatic number D does not apply to the Employee data migration. The Total Length determines the length of
the number displayed in the application including the prefix.

16.1.4 Configure Job Definitions
Administrators can configure job definitions for employees.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Built-in Services
and Support System Management , and enable Job Scheduling.
Next, go to Business Configuration Implementation Project Your Project Open Activity List Fine-Tune
Integrate and Extend to manually enter job definitions or migrate using the migration tool.

16.1.5 Import Job Definitions
Administrators can import job definitions with the migration tool. If you have created jobs in a test system
(manually or with the migration tool), you can simply upload them to your production system using the migration
tool instead of creating them all again manually.
● Migrate job definitions to your system

1. To start with data migration, you must transmit source data to the migration staging area. You can do this
in two ways:
○ Upload Text Files
This allows you to upload data for each tab separately, using one or more text files.
1. Select Upload, then Data from Text File.
In the window that appears, select the appropriate settings for the text file you want to upload.
Click Upload.
2. In the Import Data from Text File window, you can define individual column mappings. If you save
your mappings, you can reuse them for other text files as well.
Click Import Data.
3. In the Edit Source File window, you can make changes to the data you are importing. You can
navigate to the different tabs, but only data of the tab that you have uploaded is visible.
Click Save and Close.
A window appears allowing you to enter a name and description for the uploaded file and the file is
added to the list of source files.
You can now execute the migration of the file by clicking Execute Migration.
○ Create a Valid Source File Using a Migration Template
Enter legacy data in the migration template to create a valid source file. You can download the
migration template using the Prepare for Data Migration activity in the Prepare phase, or using the
Perform Data Extraction activity in the Fine-Tune phase of the activity list.
For detailed information on how to enter legacy data into migration templates, see the Introduction sheet
and the Field List sheet of the template.
2. Access the Data Migration Tool:
Process your source file with legacy data as follows:

1. Make sure you have created a valid source file using a current migration template filled with legacy
data.
2. Access the Business Configuration work center and choose the Implementation Projects view. Select
your implementation project and click Open Activity List. Select the Integrate and Extend phase, then
select the Job Definitions activity.
Note that data migration requires special user authorization. Your administrator can grant the
required authorization (Business Configuration including the Data Migration view) in the Application
and User Management work center.
3. Process the work steps in the migration tool. For more information, click the Help link within the
migration tool.
4. When you have imported the source file successfully, set the migration activity in the activity list to
Completed.
● Import job definitions from test system to production system:
If you originally created basic data in a test system, you can import it to your production system with minimum
effort. Proceed as follows:
1. The system automatically extracted the data from your test system into a spreadsheet and uploaded it to
the migration tool.
2. In the Job Definition activity in the Integrate and Extend phase, choose Migrate job definitions using the
migration tool.
3. Under Source Files, select this spreadsheet and choose Execute Migration.
4. Process the file until you have successfully imported the data to the system.
● Copy basic data from production system to migration test system:
If you created basic data in a production system and are working in a migration test system now, the data was
copied to the migration test system automatically already. In this case, you do not have to import it to the
migration test system.
To reduce the effort, do not create basic data in the migration test system (this is a specific test system for
migration only) initially. In this case, you would have to repeat creation in the production system.
You can verify migrated records in the Job Definition view of the Organizational Management work center. Compare
the data in your legacy system with the data that has been migrated to your SAP solution.
16.1.6 Configure Employee Sales and Organizational Data
Administrators can configure employee sales and organizational data.
Employee Organizational Data
An employee can be assigned to multiple org units. When you create an employee, specify also the manager to
represent the employee reporting line. An employee needs to be assigned to one Primary org unit. Additionally,
assign an employee to multiple org. units once you remove the primary flag for an employee from other org. units
where employee is assigned.

Employee Sales Data
Maintain sales data such as the sales organization, distribution channel and division if the employee you are
creating belongs to a sales unit.
For more information, see Configure Org. Structures in the administrator guide.
16.1.7 Configure Employee Work Distribution
Administrators can configure employee work distribution.
Create a Work Distribution Rule
1. Go to Administrator General Settings Work Distribution and choose Employee Work Distribution.
2. In the Employee Work Distribution view, select a work category.
3. Click Edit.
Note
You cannot change work distribution for past dates. If the Edit button is disabled, check the Effective Date
and ensure that you have not entered a date that occurs in the past.
4. Choose Work Distribution Rules, then click Add.

If you want to copy an existing rule, click Copy.
By adding a rule, you are creating a new rule that is added to the bottom of the list. If you wish to insert a rule
of a higher priority, then change priority by moving the rules up and down in the table.
5. Enter the name of the rule.
6. Enter the ID of the responsible employee.
7. Enter the validity period of the rule.
Note
If you change or delete a work distribution rule that begins before the effective date, the rule is only valid to
the date before the effective date. If you only change the rule, the system creates a new rule based on the
existing rule and includes the changes you make. The new rule is valid as of the effective date.
8. Go to the Rule Details section and specify the parameters for the rule.
Each parameter appears as a tab, for example, Company. Using the parameters, you can specify exactly both
which parameter is to be included in the rule or excluded from the rule.
9. Click Check to verify whether your rule is consistent.
10. Click Save or Save and Close.

Delete a Work Distribution Rule
3. Click Edit.
Note
4. Choose Work Distribution Rules.

5. Select the work distribution rule you want to delete and click Delete.
Set a Work Category to Undefined
2. In the Employee Work Distribution view, select a work category that has the status Defined Work Distribution.
3. Click Action and select the option Set to Undefined.
16.1.8 Configure Approval Process for Employee Time

Recording
Administrators can configure approval process for employee time recording using the standard multistep approval
process for time reports and time recording. To do this, follow these steps:
1. Go to Business Configuration Implementation Projects Your Project Edit Project Scope General
Business Data Employees and Service Agents Employees and select the scoping element Employees
2. Next, go to Business Configuration Implementation Projects Your Project Edit Project Scope
Questions General Business Data Employees and Service Agents Employees and in the Enable Time
Recording group, select the question - Do you wish to enable time recording feature?
3. Next, go to Business Configuration Implementation Projects Your Project Edit Project Scope
Questions General Business Data Employees and Service Agents Employees and in the Approval for
Time Recording group, select the question - Do you want to use a multi-step approval for Time Recording?
For more information, see Working with Time Recording.

16.1.9 Configure Notifications for Employee Delegates
As an administrator, you can define notifications for delegates, where the delegate receives notifications of tasks
to be completed, or general notifications for the employee who is absent. Follow the steps given below to create a
delegate notification:
Note
When you or the employee activates delegate, the system automatically provides copies of notifications to the
delegate without the administrator having to manually maintain this view.
1. Go to Administrator Notification of Delegates .

2. Select the employee for whom you want to create or edit delegates, and choose Edit Delegates.
Note
You will see a list of existing delegates, if any. You can activate them by selecting Activate.
3. To create a new delegate, select Add Row and enter:

1. The Relationship Type depending on whether the employee you selected is the employee who will be
absent or the employee who will become the delegate.
2. The Related Employee who will either be a delegate for or have work delegated to him or her by the former
employee, depending on what you select in the previous column.
Note
To activate this delegate immediately, select Activate.

in the application.

formation.



information.

16.2 Employee Sales Data
Employees are always created with an assignment to an organizational unit. Therefore, you must create the
necessary sales data required to use employees for various business needs within the org. structure of your
company. You can also use territories, distribution channels and divisions for your employees.
How Employee Sales Data is Used
An employee sales data is used for the following:
● In My Team queries and relative selects in reports will consider primary and secondary employee
assignments.
● Data access based on org. unit also considers secondary employee assignments.
● Reporting line manager determination in Notifications and Approvals will consider primary employee
assignment.

● For Access Restrictions with business context 1015 (Sales Documents, Accounts). If an employee is assigned
to an organizational unit without an assigned distribution channel or division, that employee will not be
restricted from accounts or sales documents based on his or her sales data.
For more information, see Access Restrictions based on Employee Sales Data in the Setting-Up SAP Hybris
Cloud for Customer document.
16.2.1 Configure Employee Sales and Organizational Data
Administrators can configure employee sales and organizational data.
Employee Organizational Data
An employee can be assigned to multiple org units. When you create an employee, specify also the manager to
represent the employee reporting line. An employee needs to be assigned to one Primary org unit. Additionally,
assign an employee to multiple org. units once you remove the primary flag for an employee from other org. units
where employee is assigned.
Employee Sales Data
Maintain sales data such as the sales organization, distribution channel and division if the employee you are
creating belongs to a sales unit.
For more information, see Configure Org. Structures in the administrator guide.
16.2.2 Configure Access Restriction Based on Employee Sales

Data
Restrict Access Using Access Restriction 1015 - Employee, Territory, Account,

Sales Data
The Access Restriction rule 1015 - Employee, Territory, Account, Sales Data provides access based on employee
sales data only. The following additional restrictions apply.
● Sales data for an employee is used for access restriction with business context 1015 (Sales Documents,
Accounts). If an employee is assigned to an organizational unit without an assigned distribution channel or
division, that employee will not be restricted from accounts or sales documents based on his or her sales data.

● If an employee is a manager, access is granted to documents or accounts with assigned employees who are in
the manager’s organizational units (including sub-units), not considering any territory restrictions. The rule
applies equally to functional and reporting line managers.
Note
A relationship change triggers a corresponding update for access restrictions. For any changes made to the
Works for relationship for employees, an update is triggered for the identity restrictions for access
restriction rule 6 - My Workforce. However the corresponding update of access restrictions happens with a
time lag of 24 hours.
16.3 Edit or Delimit Employees
Limit the validity of an employee record.
1. In the worklist of the Employees view, select an employee record, then choose Edit.
2. Edit as much information as you require.
3. If you want to delimit the validity of an employee record, enter the appropriate date in the Valid To field. From
this date onward, this employee record cannot be used for new business processes.
4. Choose Save.
16.4 Employee Job Definitions
A job is a description of the duties of an employee as you would find it in the employment contract. The job
consists of an ID and a name. It also has an expiry date, which initially is set to unlimited, but can be set to a
specific date if a job should no longer be used. To create a list of the jobs required within your company, you can
either enter job definitions manually or import them using the migration tool.
When employees are assigned or hired to an org unit, they require an association with a job in the system. The job
then characterizes the employee assignment and is also used in to fulfill service-related tasks. In the Show
dropdown in this view, you can display jobs according to the following criteria:
● Active (Unlimited Validity): Shows jobs that have no expiry date.

● Active (Limited Validity): Shows jobs that have an expiry date in the future.
● Inactive: Shows jobs that are outside their validity period.
● All: Shows all jobs.
Create a New Job Manually
1. Select Administrator General Settings Company Job Definition or choose Business Configuration
Activity List Integrate and Extend to manually create a job definition.

2. Choose New. The Define Job screen appears.
3. Enter a Job Name and a Job ID.
Note
You cannot change the Job ID once the job has been saved.
4. Attach a Job Description, if required. To do this, click Add, and then attach your file or link.
You can replace a job description later, by editing the job and clicking Replace.
5. Click Save or Save and Close to save the new job.
Note
You can also create the next new job directly from this screen by clicking New.
The new job has been saved to the system and added to the Job Definition overview list that appears when you
first access the work center view. Whether the job is Active, Inactive, or Deprecated depends on the expiry
date.
16.4.1 Configure Job Definitions
Administrators can configure job definitions for employees.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Built-in Services
and Support System Management , and enable Job Scheduling.

Next, go to Business Configuration Implementation Project Your Project Open Activity List Fine-Tune
Integrate and Extend to manually enter job definitions or migrate using the migration tool.

16.4.2 Import Job Definitions
Administrators can import job definitions with the migration tool. If you have created jobs in a test system
(manually or with the migration tool), you can simply upload them to your production system using the migration
tool instead of creating them all again manually.
● Migrate job definitions to your system

1. To start with data migration, you must transmit source data to the migration staging area. You can do this
in two ways:
○ Upload Text Files
This allows you to upload data for each tab separately, using one or more text files.
1. Select Upload, then Data from Text File.
In the window that appears, select the appropriate settings for the text file you want to upload.
Click Upload.
2. In the Import Data from Text File window, you can define individual column mappings. If you save
your mappings, you can reuse them for other text files as well.
Click Import Data.
3. In the Edit Source File window, you can make changes to the data you are importing. You can
navigate to the different tabs, but only data of the tab that you have uploaded is visible.
Click Save and Close.
A window appears allowing you to enter a name and description for the uploaded file and the file is
added to the list of source files.
You can now execute the migration of the file by clicking Execute Migration.
○ Create a Valid Source File Using a Migration Template
Enter legacy data in the migration template to create a valid source file. You can download the
migration template using the Prepare for Data Migration activity in the Prepare phase, or using the
Perform Data Extraction activity in the Fine-Tune phase of the activity list.
For detailed information on how to enter legacy data into migration templates, see the Introduction sheet
and the Field List sheet of the template.
2. Access the Data Migration Tool:
Process your source file with legacy data as follows:
1. Make sure you have created a valid source file using a current migration template filled with legacy
data.
2. Access the Business Configuration work center and choose the Implementation Projects view. Select
your implementation project and click Open Activity List. Select the Integrate and Extend phase, then
select the Job Definitions activity.
Note that data migration requires special user authorization. Your administrator can grant the
required authorization (Business Configuration including the Data Migration view) in the Application
and User Management work center.
3. Process the work steps in the migration tool. For more information, click the Help link within the
migration tool.
4. When you have imported the source file successfully, set the migration activity in the activity list to
Completed.
● Import job definitions from test system to production system:
If you originally created basic data in a test system, you can import it to your production system with minimum
effort. Proceed as follows:
1. The system automatically extracted the data from your test system into a spreadsheet and uploaded it to
the migration tool.

2. In the Job Definition activity in the Integrate and Extend phase, choose Migrate job definitions using the
migration tool.
3. Under Source Files, select this spreadsheet and choose Execute Migration.
4. Process the file until you have successfully imported the data to the system.
● Copy basic data from production system to migration test system:
If you created basic data in a production system and are working in a migration test system now, the data was
copied to the migration test system automatically already. In this case, you do not have to import it to the
migration test system.
To reduce the effort, do not create basic data in the migration test system (this is a specific test system for
migration only) initially. In this case, you would have to repeat creation in the production system.
You can verify migrated records in the Job Definition view of the Organizational Management work center. Compare
the data in your legacy system with the data that has been migrated to your SAP solution.
16.5 Employee Delegates

Employee delegates as substitutes for employees on vacation.
Who is an Employee Delegate?
If an employee is on vacation or temporarily absent, employees can define delegates for themselves, defining
relevant access rights by area. Administrators can create delegates for all employees. You can create delegates for
yourself, or administrators can create delegates for employees who are away from the office, either for a short
period or long period of time. The delegated employee gains certain access rights of the substituted employee for
the specified period of time.
Creating Employee Delegates
1. Depending on your role, follow the appropriate path:
Where Can I Define Delegates?
Role Where?
User People Delegates
Administrator Administrator Users Delegates
2. Select New and define the following:

1. The employee who will be away temporarily.
Note
Users can only define delegates for themselves. Administrators can define delegates for all employees.

Once the employee is selected, the system displays all the work centers assigned to him or her.
2. A delegate to replace the employee.
3. The start date and end date during which you want the delegate to take over responsibilities.
Note
If you enter the start date of a substitution in the future, then the system saves the delegate with the
status Not Started. By default, only active delegates are displayed. If you want to see future delegate
assignments, use the filter Planned Delegates.
4. Define which Access Rights that you want to grant to the delegate.
Note
You can create either a full substitution or a partial substitution. In full substitution, you grant the
delegate access to all the work centers assigned to the employee. In partial substitution, you create
multiple delegates, granting access to only selected work centers to each of the delegates.
3. Save the delegate.
Note
If you want to end a substitution before the specified end date, choose Actions Delete .
16.5.1 Configure Notifications for Employee Delegates
As an administrator, you can define notifications for delegates, where the delegate receives notifications of tasks
to be completed, or general notifications for the employee who is absent. Follow the steps given below to create a
delegate notification:
Note
When you or the employee activates delegate, the system automatically provides copies of notifications to the
delegate without the administrator having to manually maintain this view.
1. Go to Administrator Notification of Delegates .

2. Select the employee for whom you want to create or edit delegates, and choose Edit Delegates.
Note
You will see a list of existing delegates, if any. You can activate them by selecting Activate.
3. To create a new delegate, select Add Row and enter:

1. The Relationship Type depending on whether the employee you selected is the employee who will be
absent or the employee who will become the delegate.
2. The Related Employee who will either be a delegate for or have work delegated to him or her by the former
employee, depending on what you select in the previous column.

Note
To activate this delegate immediately, select Activate.
16.6 Employee Work Distribution
Create and configure rules to distribute work items to employees.
What is Employee Work Distribution
Create and configure rules to distribute work items to employees. The system uses these rules to determine the
employee responsible for work items. Depending on the work category, the system directs the work items to the
determined employee, or provides the employee as a proposal in the relevant business document.
Work distribution defines the process of assigning work to an org unit or employee. By default, work items in the
solution are visible to all users that have the corresponding access rights. However, for some business processes
the org unit or employee responsible for a work item has to be determined. For these areas, you can define work
distribution rules that enable you to automatically assign business documents and tasks to dedicated org units or
employees.
The work category is the central element for work distribution. A work category represents a specific part of work
in a business area and is related to one or more business documents. Each work category provides parameters
that you can use to define work distribution rules, according to which the system determines the responsible org
unit or employee for a business document.
16.6.1 Configure Employee Work Distribution
Administrators can configure employee work distribution.
Create a Work Distribution Rule
3. Click Edit.

Note
4. Choose Work Distribution Rules, then click Add.

If you want to copy an existing rule, click Copy.
By adding a rule, you are creating a new rule that is added to the bottom of the list. If you wish to insert a rule
of a higher priority, then change priority by moving the rules up and down in the table.
5. Enter the name of the rule.
6. Enter the ID of the responsible employee.
7. Enter the validity period of the rule.
Note
If you change or delete a work distribution rule that begins before the effective date, the rule is only valid to
the date before the effective date. If you only change the rule, the system creates a new rule based on the
existing rule and includes the changes you make. The new rule is valid as of the effective date.
8. Go to the Rule Details section and specify the parameters for the rule.
Each parameter appears as a tab, for example, Company. Using the parameters, you can specify exactly both
which parameter is to be included in the rule or excluded from the rule.
9. Click Check to verify whether your rule is consistent.
Delete a Work Distribution Rule
3. Click Edit.
Note
4. Choose Work Distribution Rules.

5. Select the work distribution rule you want to delete and click Delete.
Set a Work Category to Undefined
2. In the Employee Work Distribution view, select a work category that has the status Defined Work Distribution.
3. Click Action and select the option Set to Undefined.

17 Activities
Activities are methods of recording information from interactions between business partners during the customer
relationship life cycle. In SAP Hybris Cloud for Customer, activities include appointments, e-mails, phone calls, and
tasks. Visits are technically similar to appointments, and may also be considered a type of activity.
Activities allow you to track interactions, because they can be created in, and associated with, many other item
types in the solution.
For example, if a reseller has a question about a product her company has just included in their product range, she
may call your customer support center. The customer support representative logs the call as a phone call in the
solution. The account information is part of the phone call record, so the phone call is associated with the account
in the system. Depending on your system's setup, the customer service agent may be able to create a service
ticket to follow up on a phone call that took place. Any relevant emails and appointments can also be associated
with the same account. Later on, you can use the associated activities to trace the progress of the issue and its
resolution.
17.1 Scope and Configure Activities
17.1.1 Enable Activities
As an administrator, you can decide which activities you would like to use and add them to the scope of your
project.
Procedure
Sales Account and Activity Management Activity Management and check the box to use activities.

Activities PUBLIC 437
2. Choose Next, and in the questions step, answer the questions to define the following:
○ Activities
Enable advanced search or queries for the users under accounts, contacts, and individual customers for
each activity on the Activities tab.
○ Activity Lists
Allows your users to create lists of appointments, phone calls, or tasks, as desired, to drive sales.
○ Activity Planner
Plan activities, such as surveys and tasks, to use when conducting customer visits.
○ Activity Types
Specify which types of activities you use, and whether you want to track changes made to activities and
visits.
○ E-Mail Blast
Enables you to create and use a template to send custom-formatted mass e-mail messages to all
members of a target group at the same time. You can use e-mail blasts for accounts or internally for
employees.
○ Integration of Local E-Mail Applications with Activity Management
Allows you to synchronize activities between the SAP Cloud solution and your local e-mail application
(Microsoft Outlook® or IBM Lotus Notes®).
○ Sales Area Determination
Allows you to select a sales organization, which in turn adds the corresponding distribution channel and
division that are valid for the account or employee.
○ Summaries
Enables you to send e-mail messages with appointment summaries attached. You can also prevent
summaries from being sent to external parties.
○ Tasks and Surveys for Phone Call
Enabling this feature allows user to use tasks and surveys in phone call activities.
○ Use Sender's E-Mail Address Only
Allows you to define what e-mail address appears for e-mail recipients.
17.1.2 Configure Categories
As an administrator, you can add or delete your own categories to classify your leads, activities, or opportunities.
To edit your categories, go to Business Configuration Implementation Projects Your Project Open Activity
List Fine-Tune Activities Maintain Categories .
Note
This list is used for activities, leads, and opportunities, depending on your scoping. However, if you modify an
entry in one area, then the entry is modified in the others as well.
Note
If you delete entries that are used in documents, the technical codes remain in the documents. Only the code
descriptions are removed.

438 PUBLIC Activities
17.1.3 Configure Assignment of Categories
Administrators must activate any custom categories that they have created by assigning them to item types.
Tip
Create or update categories first, so that they appear in the list for assignment.
To assign your custom categories to item types, go to Business Configuration Implementation Projects Your
Project Open Activity List Fine-Tune <Item Type> Assignment of Categories Assign Categories .
Related Information
Configure Categories [page 438]
17.1.4 Configure Document Types
Administrators can create custom document types to streamline filtering, define reports, or facilitate assignments.
To add or configure document types, go to Business Configuration Implementation Projects Your Project
Open Activity List Fine-Tune <Item Type> Document Types Maintain Document Types .
Note
You can't delete document types that are used in your tickets.
17.1.5 Configure Involved Parties
Administrators can maintain involved parties for different types of items, such as leads or activities. In this step,
you can assign party roles and use determination rules for involved parties.
To edit involved parties, go to Business Configuration Implementation Projects Your Project Open Activity
List Fine-Tune <Item Type> Involved Parties <for Item> Maintain Involved Parties for <Item> .

17.1.6 Maintain Involved Party Descriptions for Owner and
Employee Responsible Roles
When maintaing an owner or employee responsible int the role fields for party role code 39 , the description may
be named either Owner or Employee Responsible. For consistency, you can edit the field description and rename
the fieild. To do this select Business Configuration, Open Activity List,
1. Click Party Role Definition.

2. Select the Description field.
3. Enter name you want to display for this field
4. Select Save and Close.
17.1.7 Maintain Involved Parties for Appointments, Tasks, E-

Mail, Phone Calls, and Visits
You can define the roles of involved parties for all activity types.
Context
The following steps are valid for maintaining the involved parties for all activity types (appointments, tasks, e-
mails, and phone calls) as well as visits.
Note
You can delete assignments that you have made, but you cannot delete assignments that were delivered as
defaults.
To add or edit party roles, do the following:
Procedure
1. Click Maintain Involved Parties.

2. Under Party Role Assignments click Add Row.
3. Select the party role that you want to assign.
4. Define whether the role should be active, mandatory, unique, or cannot be changed manually.
6. Click Maintain Determinations, and edit the determination for the party role that you just added.

17.1.8 Configure Messages
17.2 Use Activities
Activities help you plan your interactions with customers and serve as a record of that interaction. You can link
activities to other items in the system, such as opportunities, to provide a rich interaction history.
Features for All Activities
Attachments Status (open, in process, complete)
Reference account and contact Reference other objects in the solution
Notes Quick view
Export overview list Add or edit involved parties
Flag and favorite activities Mobile access
View change history Changes appear in feed
Sales area maintenance
Appointments [page 442]

Appointments are planned activities that appear in calendars, including external appointments and
scheduled meetings with business partners, who may or may not be customers. Appointments contain the
details that you expect, such as information about the attendees, as well as the date and time.
Emails [page 443]

You can use emails in your SAP solution. If your company uses one of the email add-ins, emails are
synchronized to and from your inbox.
Phone Calls [page 443]

You can use phone-call activities to track and document your phone calls with business partners in the
SAP solution.
Tasks [page 444]

Tasks help you plan your time effectively. You can also use them to design processes or best practices.
Tasks are a tool for recording your work (or for remembering what you still need to do!).

17.2.1 Appointments
Appointments are planned activities that appear in calendars, including external appointments and scheduled
meetings with business partners, who may or may not be customers. Appointments contain the details that you
expect, such as information about the attendees, as well as the date and time.
From a technical standpoint, visits are also a type of appointment and behave similarly. Visits contain more details,
such as promotions, tasks, surveys, planograms, notes from the last visit, or follow-up items.
You can use appointments to keep track of meetings and record them in your SAP solution:
● See your appointments in your calendar in the SAP solution, and other attendees can also see your
appointments in their calendars.
● When you add a contact or attendee to an appointment, that party's details appear in the appointment even if
there is no defined business relationship betweeen the party and the account involved in the appointment.
● If your company uses one of the e-mail add-ins, you can see your appointments from your e-mail client.
Appointments are also synchronized to and from your inbox.
● Focus on certain activities, such as my appointments today, with predefined filters.
If your administrator enables a few features, you can do even more:
● Generate a summary of an appointment in PDF format. Use the summary as an internal record or send it to
participants as meeting minutes.
Related Information
Visits [page 177]
17.2.1.1 Set Out-of-Office Indicator for Appointments
You can define appointments to visually mark your time out of the office in your calendar.
Use the Show As field to indicate Out of Office. The appointment appears in SAP Hybris Cloud for Customer in your
calendar and the team calendar highlighted in purple.
Example
You plan to attend a trade show on Wednesday, Thursday, and Friday. To communicate to your colleagues that
you are not available on those days, you can create an appointment for the trade show and mark it as Out of
Office.
Note
If you use one of the groupware add-ins for Microsoft Outlook, Gmail, or IBM Notes, the systems synchronize
the out-of-office setting. Just create an appointment in your groupware calendar, mark it as out of office, and

add it to your SAP solution. When the appointment is synchronized, your out-of-office setting in your groupware
calendar automatically sets the out-of-office indicator in SAP Hybris Cloud for Customer.
17.2.2 Emails
You can use emails in your SAP solution. If your company uses one of the email add-ins, emails are synchronized to
and from your inbox.
Your SAP solution can help you save time with email:
● To help you track information that your customers receive, you can set your solution to save external email
notifications as email activities.
● In offline mode, you can view your emails as read-only.
● If you use one of the email add-ins, you can reference associated items in your SAP solution right from your
email inbox.
Following synchronization to your SAP solution, email details can no longer be edited.
● When employees send email messages from your SAP solution, their company email can appear as the sole
sender, instead of their email address "on behalf of" a corporate email address.
17.2.3 Phone Calls
You can use phone-call activities to track and document your phone calls with business partners in the SAP
solution.
You can use phone calls like this:
● Reference a campaign and add response options.

● Generate a summary of a phone call in PDF format. You can use the summary as an internal record or you can
send it to participants as meeting minutes.
● Your administrator can use workflow rules to send notifications to participants in a phone call to alert them of
a change in the phone call, similar to the way you use workflows for appointments or visits. For example, your
administrator can set up a rule to notify all phone call participants when another participant is added to the
scheduled call.
● Your administrator can add tasks and surveys to phone calls, using activity plans and routing rules.You can add
items such as tasks or surveys to help you document the phone call. Tasks and surveys are predefined in
activity plans by your system administrator, and may include general checklists, industry-specific surveys, or
recommended tasks to complete during the call.
Note
Tasks and surveys for phone calls are not available offline.

Related Information

Surveys [page 234]
17.2.4 Tasks
Tasks help you plan your time effectively. You can also use them to design processes or best practices. Tasks are a
tool for recording your work (or for remembering what you still need to do!).
You can create either standalone tasks or tasks that are associated with objects in your SAP solution. You can
associate a task with an object in your solution by creating the task and associating the object manually. As an
administrator, you can associate tasks with phone calls or visits using activity planning and routing.
Other features that are specific to tasks include:
● You can use the advanced search to exclude tasks that were generated as part of visits, which could help you
focus on the tasks you need.
● The due date for one-time tasks is the same as the due date of the activity plan under which they were
created.
● If your company uses one of the email add-ins, tasks are synchronized to and from your inbox.
● When you set a task to 100% complete, the solution automatically enters the current date as the completion
date.
Related Information
17.3 Activities Offline
This topic presents an overview of features supported for activities in offline mode. Activities create, edit and
display is supported in the offline mode.
APPOINTMENTS

Offline scope
Create Default Display Edit (direct/via

actions/via
Navigation)
Overview Header fields Subject Y Y Y Y
Document Type Y Y Y Y
ID Y N
Status Y NA Y Y
Account Y N Y Y
Primary Contact Y Y Y Y
Organizer Y Y Y Y
Location Y N Y Y
Location Line 2 Y N Y Y
All Day Event Y N Y Y
Start Date/ Y Y Y Y
Time
End Date/Time Y Y Y Y
Category Y Y Y Y
Priority Y Y Y Y
Owner Y Y Y Y
Created On Y NA
Created By Y NA
Last Changed Y NA
On
External ID Y NA
Activity List Y NA
tion

Create Default Display Edit (direct/via

actions/via
Navigation)
Channel
Division Y N Y Y
Attendees Y N
Notes Y N
Attachments Attachments Y Y
Involved Parties Role/Name/ Y Y

Phone/E-mail/
Address
Notes Notes Y N Y Y
Follow-Up Items Y Y
Related Items N N
Object Tab/Global Action Offline Availability
Appointment Global Set as In Process Y
Set as Complete Y
Set as Canceled Y
Generate Summary N
Add Attachments Y
Add Involved Parties Y
TASKS

Offline Scope
Create Default Display Edit (directly,

via actions or
via navigations)
Overview Header fields Document Type Y Y Y Y
ID Y N
Status Y Y Y Y
Subject Y Y Y Y
Processor Y Y N Y
Start Date/ Y Y Y Y
Time
Due Date/Time Y Y Y Y
Date Completed Y N
Planned Dura Y N N N
tion
Actual Duration N N
Completion (%) Y Y Y Y
Category Y Y Y Y
Priority Y Y Y Y
Account Y N Y Y
Primary Contact Y Y
Owner Y Y Y Y
Created On Y NA
Created By Y NA
Last Changed Y NA
On
External ID Y NA
Activity List Y NA

Create Default Display Edit (directly,

via actions or
via navigations)
tion
Channel
Division Y N Y Y
Notes Y N
Attachments Y Y
Involved Parties Role/Name/ Y Y

Phone/Email/
Address
Notes Y Y
Offline Actions
Task Global Set to In Process Y
Set to Complete Y
Set to Cancelled Y
Add Attachment Y
Add Involved Party Y
PHONE CALLS
Offline Scope
Create Default Display Edit(direct /via

actions/ via
navigations)
Overview Header fields Document Type Y Y Y Y


actions/ via
navigations)
ID Y N
Status Y Y Y Y
Subject Y Y Y Y
Organizer Y N Y Y
Start Date/ Y Y Y Y
Time
End Date/Time N N Y Y
Direction Y N Y N
Category Y Y Y Y
Priority Y Y Y Y
Account Y N Y Y
Primary Contact Y Y Y Y
Owner Y Y N N
Campaign N N Y Y
Response Op Y Y
tion
Created On Y NA
Created By Y NA
Last Changed Y NA
On
External ID Y NA
Ticket ID N N
Activity List Y N


actions/ via
navigations)
tion
Channel
Division Y N Y Y
Notes Y N
Attachments Y Y
Participants Role/Name/ Y Y
Phone/Email/
Address
Notes Y Y
Offline Actions
Phone Call Global Set as In Process Y
Set Complete Y
Set as Canceled Y
Generate Summary N
Add Attachment Y
Add Participant Y

17.4 Activities FAQ
Having trouble using activities? Check this list of questions and answers for help.
17.4.1 Why is the calendar of an account useful?
The calendar view of an account shows all upcoming appointments between your company and that account in
one calendar, even if they were scheduled by other colleagues. For example, you can check the account calendar to
ensure that you're not scheduling a customer visit at the same time the customer has a meeting scheduled with
another colleague.
17.4.2 What if I need more space for the location of an

appointment or visit?
The location in the system allows 80 characters. If the appointment was synchronized from the e-mail add-in, the
solution copies the first 80 characters of the location. If you need more space for the location, you can use
personalization to add a second line for the location.
If you personalize your appointment and visit display, when you synchronize an appointment or visit from the e-
mail add-in, the rest of the characters (up to 255 characters total) appear in line 2.
If you enter location information in line 2 directly in the browser, there is no character limit.
17.4.3 Why does the account address appear as the location?
If the location is left blank when you save a new appointment, the solution uses the account's main address as the
default location. You can update the appointment as necessary.
17.4.4 What is the difference between canceling and deleting

an activity?
Deleted activities disappear from the system. Canceled activities still appear in the system, which means that you
can use them to track activities that were originally scheduled, but not completed.
If you use one of the the e-mail add-ins, canceled activities are synchronized. In your e-mail inbox, a canceled
activity and a deleted activity are reflected the same way. For example, for an appointment, if you are the organizer,
the appoitnment is canceled and a cancellation is sent to participants.

17.4.5 What is an email blast?
An e-mail blast is a mass-e-mail tool that you can use to send information to a large group of recipients at the
same time. For example, sales personnel may use e-mail blasts to send out quick informational e-mails to
announce new products, send monthly newsletters, or call attention to a company blog.
To use e-mail blasts, your administrator must make the appropriate settings in your solution.
17.4.6 What is the difference between the activity planner and

the visit planner?
The activity planner lets you create activity plans and routing rules for them. The visit planner helps you filter and
determine which accounts you want to visit.
Use the activity planner to create an activity plan, which is a collection of tasks and surveys. You can also create
routing rules to direct these collections to visits, opportunities, service tickets, or phone calls, for example.
Use the visit planner to determine which accounts to schedule for site visits. You can use filters such as accounts
that are overdue for visits, or accounts within your region.
Routes offer the same features as the visit planner, plus some additional features such as plotting visits on a map.
The routes feature allows you to plan visits for your employees more effectively.
Tip
If you're a new customer or are just starting to use visits, we recommend using routes to plan visits.
17.4.7 What is an activity list?
An activity list is a collection of phone calls, appointments, or tasks. Teams can use activity lists to organize calls,
appointments, or tasks and assign them to a team member. You can use activity lists to drive sales, for example.
Your administrator or team leader creates appointment lists, phone call lists, or task lists. If you have your own set
of activities you like to use, you can also create an activity list. You can define defaults for the activities that are
generated from this list, such as the duration, gap between activities, or prioirity. You can also add attachments or
notes to be used as defaults. Any defaults you define are used for each activity generated from this activity list.
To use an activity list, simply select an account, contact, or individual customer. If you select more than one
account, contact, or individual customers, they will all be included in each activity in the activity list. The individual
phone calls, appointments, or tasks in the activity list are generated for you, according to the defaults specficied in
the activity list.

18 Product Lists
Learn how the solution suggests products or products by product categories in sales or service transactions.
Product Lists with SAP Hybris Cloud for Customer offers your company flexible product proposals in sales
transactions enabling users to streamline sales processes.
Administrators set up default products from product lists so that when users create sales transactions such as
quotes or orders, proposed quantities are listed.
When users create quotes or orders, depending on the set-up, the solution suggests products depending on
accounts, account hierarchy, sales area, target group, or territory. With the creation of certain product lists, users
can quickly add products and related quantities for quotes or orders.
In addition, administrators can set up cross, up, or down-selling. Cross-selling offers proposed products that can
be added to a required product in the sales document when the required product is part of the sales transaction.
Up or down selling proposes products that replace a required product in the sales document when selected by the
end user.
If your company would like to restrict or exclude product selections in sales transactions, administrators can set
up in the solution as well.
Administrators add multiselect products from product lists in offline mode to the company sales transactions.
Administrators can also use product lists in offline mode (extended tablet app).

Product Lists PUBLIC 453
18.1 Scope and Configure Product Lists
Administrators can use product lists when sales quotes or sales orders is scoped. In addition, there are product
lists fine-tuning activities.
Recommendation
of the screen.
Implementation Projects Your Project Edit Project Scope Questions Sales New Business Sales
Orders Questions for Sales Orders Group: Product List for Sales Orders .
18.1.1 Enable Product Lists
To use product lists, administrators should ensure that sales orders or sales quotes are in scope.
Product lists enable you to suggest products or products by product category. You can also decide whether you
want your sales team to use products list types or default products.
Sales New Business Sales Orders and check the box.
2. Assign the Product Lists work center to the appropriate business roles.
Note
To use product lists in offline mode, assign colleagues to the Product Lists tab.
18.1.2 Configure Product List Sequences
As an administrator, learn how to configure a sequence of the proposed products within a product list.
Add the products to sales quotes or sales orders in the same sequence represented in the product list.
1. Navigate to Proposed Product or Proposed Product Categories.

2. Click Personalize or Adapt.
3. Add the hidden field Sequence.
4. Go to More Renumber to edit your sequence.

454 PUBLIC Product Lists
Tip
Clicking Renumber defines in increments of ten (10). This action is helpful in cases when you later add
products to another sequence.

6. Save your entries and the system automatically reorders the list based on the number values in this column.
Note
In the quote or order fast entry, products appear in reverse order. Added products display on the top row.
18.1.3 Configure Access Control for Product Lists
As an administrator, learn how to define access control restrictions for product lists.
Administrators can restrict access control to read and write access to the Product Lists enter tab.
1. To define access control for product lists, navigate to Administrator General Settings Users Business
Roles .
2. Click the Business Role ID for the user you want to change the access rights for.
3. Click View All Access Restrictions and highlight COD_PRODUCTLIST_WCVIEW.
4. In the Read Access row, select Restricted.
5. Under Restriction Rule, select 2 – Employee.
After defining access control, users with the modified business role have product list selections in their
transactions. This step eliminates the need to add the Product Lists tab to their business role.
Note
If users work in offline mode using product lists, administrators should assign the product lists tab to those
users.
18.1.4 Configure Product List Categories
Administrators can fine-tune product list categories.
All Activities .
2. Search for and open Product List Categories.
3. Click Add Row.
4. Enter a category ID and description.

18.2 Maintain Product Lists
Administrators create, copy, and migrate product lists as well as set-up automatic product proposals.
The solution supports the following product lists types:
● Product Proposal - Define a validity for all accounts, individual customer assignments, sales areas, territories,
or target groups. You can also create product proposals using product categories.
● Cross/Up/Down Selling - Define cross-sell, up-sell, or down-sell to recommend related products, more
expensive products, or products that conform to a customer budget.
● Product Exclusion - Exclude products, product categories so that defined products from lists are not visible to
users in sales transactions.
● Product Restriction - Restrict the selection for products and or product categories in sales transaction based
on a restricted product list.
Create a Product List [page 457]

Learn how to create product lists.
Use Automatic Product Proposals [page 459]

Migrate Product Lists [page 459]

Learn about migrating product lists from external sources to SAP Hybris Cloud for Customer using
migration templates.
Copy Product Lists [page 459]

Learn how to save time and copy existing product lists.
Use Validity for Product Lists [page 459]

Explore how the maintained product lists validity affects product lists.
Product List Categories [page 460]

Learn about using and defining the proposed products to be selected based on product list category
(including its hierarchy).
Define Product List Queries [page 461]

Learn how to define an advanced product list search query, for example, by sales organization, distribution
channel, or division.
Use Advanced Search for Product List Fields [page 461]

Personalize or adapt the advanced search screen for product lists to enable a search for hidden fields.
Implement BAdIs for Product Lists [page 461]

Learn about the product list BAdI which allows you to narrow down the product lists determination result.
Add External Product IDs to External Systems [page 461]

Learn about adding external fields to the Proposed Products tab.
Related Information

18.2.1 Create a Product List
Learn how to create product lists.
1. To create a product list, from the Products tab choose Product Lists, and select New.
2. Enter a description for the appropriate product list type and a validity period. In addition, decide whether the
list is valid for all accounts and whether it is automatically proposed.
Note
Mark Valid for All Accounts if the product list is valid for all customers, prospects, and individual customers.
Mark Automatic Proposal if you want products to be automatically added to the sales document including
the proposed product quantity.
3. Click Save and Open.

4. On the Products tab, add the products and enter a proposed quantity that end users enter automatically. For
example, proposed products and quantities in a sales quote. Here you can also enter products with a specific
validity period.
Tip
Fields Valid From and Valid To may be personalized and hidden.
5. If the list is only valid for specific accounts or target groups, add them to the Accounts tab.
Note
The Accounts tab disappears when the list is valid for all accounts.
If you use accounts with hierarchies and you want to include them in the determination, subordinate
accounts are also determined.
6. Narrow the determination by adding sales areas and sales territories on the Sales tab.
Remember
The product list is determined if the sales document has the correct account, sales area, and sales territory
maintained.
7. Save your product list and activate it from Actions.
When users create sales transactions, product lists assigned to their accounts, sales, areas, and territories are
available.
Tip

18.2.1.1 Configure Product List Sequences
As an administrator, learn how to configure a sequence of the proposed products within a product list.
Add the products to sales quotes or sales orders in the same sequence represented in the product list.
1. Navigate to Proposed Product or Proposed Product Categories.

2. Click Personalize or Adapt.
3. Add the hidden field Sequence.
4. Go to More Renumber to edit your sequence.
Tip
Clicking Renumber defines in increments of ten (10). This action is helpful in cases when you later add
products to another sequence.

6. Save your entries and the system automatically reorders the list based on the number values in this column.
Note
In the quote or order fast entry, products appear in reverse order. Added products display on the top row.
18.2.1.2 Configure Access Control for Product Lists
As an administrator, learn how to define access control restrictions for product lists.
Administrators can restrict access control to read and write access to the Product Lists enter tab.
1. To define access control for product lists, navigate to Administrator General Settings Users Business
Roles .
2. Click the Business Role ID for the user you want to change the access rights for.
3. Click View All Access Restrictions and highlight COD_PRODUCTLIST_WCVIEW.
4. In the Read Access row, select Restricted.
5. Under Restriction Rule, select 2 – Employee.
After defining access control, users with the modified business role have product list selections in their
transactions. This step eliminates the need to add the Product Lists tab to their business role.
Note
users.

18.2.2 Use Automatic Product Proposals
When your administrator creates products and defines Automatic Proposal when creating new product lists,
products are automatically added to the sales document including the proposed product quantity.
Automatic proposals are defined per validity for all accounts or based on individual customers (including account
hierarchy) assignments. In addition, sales areas, territories, and target groups can be defined in automatic
proposals .
When users create sales transactions such as quotes, products may be automatically defaulted. For example,
product catalogs, product catalogs would be included in the quote transaction.
18.2.3 Migrate Product Lists
Learn about migrating product lists from external sources to SAP Hybris Cloud for Customer using migration
templates.
Administrators upload data into their system such as product lists by using the migration tool. Download the
required templates, enter the necessary data into them, and follow the steps to import the product list data to your
system.
Alternatively, you can upload product lists and other business objects using the Data Workbench.
18.2.4 Copy Product Lists
Learn how to save time and copy existing product lists.
To copy a product list, from Products, choose the Product Lists tab to open the list you want to copy. Then, click
Actions Copy . All details of the original product list are copied over and you can edit the new list details,
such the product list name and its products.
18.2.5 Use Validity for Product Lists
Explore how the maintained product lists validity affects product lists.
Several types of validity can be created when working with product lists:
● Valid for All Accounts - Selecting this checkbox means that the product list is valid for all customers, prospects,
and individual customers.
● Valid From - The created product list is available once the administrator activates it.
● Valid To - The product list is no longer available after the display date. There is also a validity on proposed
product lists, which should be within the header validity range.

18.2.6 Product List Categories
Learn about using and defining the proposed products to be selected based on product list category (including its
hierarchy).
Product categories include detailed information about goods your company produces or sells. For example, the
product name, and product ID.
Product categories are used to organize the products you company sells. For example, if you sell boilers, your
categories might be combi boilers, heat only boilers, or system boilers. If you company only sells one product type
such as computer keyboards, you could create product categories for laptops, gaming, ergonomic keyboards.
18.2.6.2 Configure Product List Categories
Administrators can fine-tune product list categories.
All Activities .
2. Search for and open Product List Categories.
3. Click Add Row.
4. Enter a category ID and description.
18.2.6.1 Use Product List Categories
Relevant for administrators or key users, fine-tuning is required to define the product list category. The category
can be used to define which list should be copied to a survey.
Note
If the Category field is not displayed, you can add it to the New Product List screen by navigating to Personalize
or Adapt.
Tip
Product list categories have no correlation to product categories in the product master.

18.2.7 Define Product List Queries
Learn how to define an advanced product list search query, for example, by sales organization, distribution
channel, or division.
1. Navigate to Products Product Lists .

2. Select to Personalize or Adapt.
3. Click the sections until the plus (+) add field sign appears to add the desired fields.
4. Select the desired fields to be included in your defined product list search query.
5. Click Save Query and exit from Personalize or Adapt.
Tip
You can use product list queries to distribute product lists to offline clients.
18.2.8 Use Advanced Search for Product List Fields
18.2.9 Implement BAdIs for Product Lists
Learn about the product list BAdI which allows you to narrow down the product lists determination result.
The BAdI ProductBusinessPartnerRelationDeterminationFilter is based on additional attributes defined on product

list header by its own implementation.
Note
Product list BAdIs cannot be used in offline mode.
18.2.10 Add External Product IDs to External Systems
Learn about adding external fields to the Proposed Products tab.
1. Navigate to Products Product Lists .

2. Open a product list to edit.
3. Select to Personalize or Adapt.
4. Click the Valid To section until the plus (add field) sign appears.
5. Click the plus sign and add the following fields:
○ External Product ID - The ID from external systems such as SAP ERP is displayed.
○ External System - The name from external systems such as SAP ERP is displayed.

18.3 Add Quick Products from Product Lists to Sales Quotes
Learn how to quickly add products and related quantities to sales quotes or sales orders using the action Product
Lists.
Procedure
1. Open or create a sales quote or sales order.
2. Click Quick Create. Alternatively, you can add quick products from the quote or order from Actions
More .
3. Click Actions More .

4. Add products from the defined product lists.
When your administrator maintains Product Lists, you can multiselect products based on defined proposals
that depend on:
○ Target groups
○ Accounts
○ Account hierarchy
○ Sales data
○ Territory

Learn how the solution uses cross selling to display proposed products to users when creating sales
transactions.
18.3.1 Use Cross, Up, and Down Selling
Learn how the solution uses cross selling to display proposed products to users when creating sales transactions.
Cross, up, and down selling offers proposed products, which can be added to a sales document when selected by
the user.
When sales quotes include required products from the list, users see a list of related products, product upgrades,
or economical products in the sales transactions.
1. If you use cross-sell products, to the sales quote or sales order, navigate to Recommended Products on the
Products tab.
Note
The Recommended Products tab is only visible if your administrator has defined cross-selling. Up and
down-selling is indicated using an action. Clicking the action allows you to select and exchange the product.
For quotes, you can add the product as an alternative item.
2. Click Action Up/Down Selling Products .

Note
The Up/Down Selling Products field indicates that users can replace the product to use up or down-sell. The
icon only appears if your administrator has defined the applicable product proposals.
3. Enter the desired quantities.

4. Save your entries and continue processing the sales quote.
18.3.1.1 Create Product Lists for Cross, Up, and Down Selling
Learn how to create cross, up, or down selling product lists types, allowing users to select from those products in a
sales quote or sales order.
1. Navigate to Products Product Lists New .

2. Select the Personalize or Adapt menu to modify the screen layout.
3. Click the plus sign (+) to add the Type field and save your changes.
4. Exit the personalization or adaptation mode.
5. Select the product proposal Type such as up, down or cross.
6. Add products by clicking Proposed Products Add and enter a product name or ID.
Note
In the newly created product list, the Required Products tab appears. For other product lists types, addition
tabs may also appear. For example, the Excluded Products tab appears when creating new product
exclusion list types.
7. Choose the type of desired proposed products, for example, Cross Selling, Down Selling, Up Selling.
18.4 Define Exclusions and Restrictions for Product Lists
Administrators can learn about defining product lists types, which exclude and restrict the selection of products
and product categories in sales transactions.
Configure Product Exclusions [page 464]

Administrators can exclude products or product categories from a product list selection. Products from
those lists are not visible to users in the product list item selection in sales transactions.
Configure Product Restrictions [page 464]

Administrators can restrict products or product categories from a restricted product list. Users can only
add products to sales transactions from those lists.

18.4.1 Configure Product Exclusions
Administrators can exclude products or product categories from a product list selection. Products from those lists
are not visible to users in the product list item selection in sales transactions.
Example
For a certain territory or sales area, certain products are not being sold. These products can be excluded by a
product list
When the list type Product Exclusion is created, the Excluded Product tab appears. Administrators can add exclude
products in sales transactions.
Exclude products, product categories or both from a product list selection. Products from those lists are not visible
in the product list item selection in a sales transaction. Users receive an error message stating Product <ID>
not valid; it is excluded by at least one product list.
Use this function by selectingProduct Exclusion from the Type list.
18.4.2 Configure Product Restrictions
Administrators can restrict products or product categories from a restricted product list. Users can only add
products to sales transactions from those lists.
When the list type Product Restrictions is created, the Restricted Product tab appears. Administrators can restrict
the desired product in sales transactions.
Restrict the selection for products, product categories in sales transaction based on a restricted product list. Only
products from those lists are allowed to be added to a sales transaction. In addition, products from those lists can
only be added to a sales transaction. If a product is selected outside a valid restricted product list, users receive an
error message stating Product <ID> not valid; it is not allowed (restricted by product
list).
Use this function by selecting Product Restriction from the Type list.
18.5 Use Product Lists Feed
Learn about the product list feed, which allows you to follow product lists that are relevant to you.
When an administrator creates product lists, an action appears in the product list feed displayed in Feed or within
the product list on the Feed tab.
Users can view feed product list changes by using the follow action.

18.6 Use Product Lists Change History
Learn about viewing product list modifications.
Users assigned to product lists can track product list modifications by adding the Changes tab to the Product List
tab.
Go to Personalize Start Personalization and click Add Tab to make the Changes tab visible.
Search for changes by filtering the following change history fields:
● Changes Made From

● Changes Made To
● Attribute
● Changed By User
18.7 Use Product Lists Offline
Learn about working with product lists in offline mode.
You can add multiselect products from product lists in offline mode to your sales transactions.
Note
users.
My Accounts Product Lists Query
You can select the query My Accounts Product Lists to download product lists for offline use. The query includes
the following product lists:
● Valid for all accounts assigned to account hierarchies belonging to My Accounts (from the Account Team and
or Territory Team).
● Assigned to target groups including My Accounts.
● Assigned to a territory belonging to Territory (including sub-territories).
An administrator can configure this setting by navigating to Administrator General Settings: Offline Settings .
Note
The My Account's Product Lists query is not available for online selection.

19 Activity Planning and Routing
You can use routing rules to assign activity plans and their corresponding tasks and surveys to other objects
automatically. Routing of these objects happens according to a list of conditions you define in the routing rules.
You can use routing rules for the following objects:
Use Routing Rules to Assign... To
Surveys Leads
Tasks Opportunities
Phone calls
Sales quotes
Service tickets
Visits
19.1 Scope and Configure Activity Planning
Administrators can enable the activity planner and the corresponding routing rules using scoping, scoping
questions, and fine-tuning activities.
Recommendation
of the screen.

466 PUBLIC Activity Planning and Routing
19.1.1 Enable Activity Planner
Administrators must add activity management to their project scope to use the activity planner.
Sales Account and Activity Management Activity Management and answer the questions in the activity
planner section.
Then, assign the activity planner work center and the routing rules work center to the appropriate users or roles.
19.2 Use Activity Plans and Routing Rules
Routing rules must be used in conjunction with activity plans.
Create Activity Plans [page 467]

Use the activity planner to create lists of tasks and surveys that can be used with other items, such as
visits, opportunities, service tickets, or phone calls.
Create Routing Rules [page 469]

You can create routing rules, which are made up of a series of conditions, to assign tasks and surveys to
various objects in the system automatically.
19.2.1 Create Activity Plans
Use the activity planner to create lists of tasks and surveys that can be used with other items, such as visits,
opportunities, service tickets, or phone calls.
Context
You can create standard lists of activities to be used with different accounts or by different sales personnel. Use
activity routing rules to associate plans with specific accounts, locations, or employees. Activity plans can include
tasks and surveys. This approach allows you to create workflows based on the attributes of the item, for example.
You can also mass upload activity plans and activity plan information using the data workbench.
Procedure
1. View existing activity plans and create new plans under Activity Planner Plans .
2. To create a new activity plan, choose New.

Activity Planning and Routing PUBLIC 467
Enter a name for the plan. If desired, you can also choose a date range when the plan is valid, and designate
the plan as mandatory.
3. To open your new plan, choose Save and Open.
4. Add a task to the plan in the Tasks tab.
5. If necessary, set up your survey or task to be mandatory or assigned automatically.
○ Assign Automatically
If you select this option for a task or survey, it appears automatically in all items that contain this activity
plan. For an item to contain an activity plan, it must meet the conditions for the routing rule to which you
assign the activity plan.
For items that contain this activity plan, tasks or surveys that are not assigned automatically can be added
to visits manually by each user.
○ Mandatory
Tasks and surveys marked as mandatory in the activity plan have a mandatory indicator when they appear
in items. If you have set the scoping question to enforce this indicator, it forces team members to
complete the survey or task before they can check out of the visit.
6. For visits, you can designate the frequency of tasks.
In the activity planner, when you add tasks to your activity plan, you can decide whether you want the task to
be completed once or always. Once generates the task in visits only until the task is completed for an account.
Always generates the task in every visit.
Note
What happens when you define a frequency of once?
Some tasks and surveys must only be completed once per account. For example, setting up a promotional
display for a major sporting event must only be done once, and makes sense only until that sporting event is
over.
When you define one-time tasks or surveys in the activity planner, your SAP solution handles them like this:
Handling of One-Time Tasks and Surveys
Your Action Response of SAP Solution
You complete the one-time task or survey during the first You don't see that task or survey again for the remainder
visit of the date range defined in the activity plan.
You cancel the visit One-time tasks or surveys either:

○ Automatically move to an existing or generated visit
within the date range defined in the activity plan
○ Stay in the original visit as incomplete tasks or sur
veys forever (for tracking purposes)
You complete the visit without completing the one-time One-time tasks or surveys either:
task or survey ○ Automatically move to an existing or generated visit
within the date range defined in the activity plan
○ Stay in the original visit as incomplete tasks or sur
veys forever (for tracking purposes)
7. Create additional tasks as required.

If desired, you can add notes for each task, and attachments such as a detailed instructions document.
8. To attach active surveys to the activity plan, choose Surveys, then choose Add.
Note
Activate surveys before you can add them to an activity plan.
Related Information
Create Routing Rules [page 469]
or activity plan.
19.2.2 Create Routing Rules
You can create routing rules, which are made up of a series of conditions, to assign tasks and surveys to various
objects in the system automatically.
Context
Example
You can use routing rules to assign activity plans and the surveys they contain to new visits that meet the
criteria automatically.
Procedure
1. View existing routing rules and create new rules under Activity Planner Routing Rules .

Activity Planning and Routing PUBLIC 469
2. Enter a name for the routing rule and choose Save and Open.
3. To set up the conditions that define this routing rule, under Conditions, choose Add Row.
Tip
There are two conditions related to the account hierarchy: Top-Level Account and Higher-Level Account. In
both cases, all accounts that fall under a root account or a higher-level account are included when that
condition is true. However, only the top-level account condition includes itself in the result. If you want to
group an entire account hierarchy including the root account, use the Top-Level Account condition. To
include all accounts that fall under another a non-root account, and you want to include the higher-level
account itself, use Higher-Level Account and add the higher-level account ID to the condition.
Select the criteria for this condition by comparing data with a desired value. Construct your routing rule by
adding more conditions using logical OR or AND operators.
4. To select the activity plans that follow this routing rule, on the Activity Plans tab, choose Add.
Tip
You can see and select activity plans with future dates as follows:
1. In the Name field, choose the value selection help.

2. In the dialog box appears, choose Show Advanced Filter.
3. Set the Valid From and Valid To dates appropriately.
5. When you have finished defining the routing rule, save your changes.
6. To start using the routing rule, set the status to active by choosing Actions Set as Active .
When the routing rule is active, the solution uses it to associate the specified activity plans with site visits.
Related Information
Create Activity Plans [page 467]
or activity plan.

Important Disclaimers and Legal Information
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About the icons:
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Experimental features are not part of the officially delivered scope that SAP guarantees for future releases. This means that experimental features may be changed by SAP
at any time for any reason without notice. Experimental features are not for productive use. You may not demonstrate, test, examine, evaluate or otherwise use the
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The purpose of experimental features is to get feedback early on, allowing customers and partners to influence the future product accordingly. By providing your feedback
(e.g. in the SAP Community), you accept that intellectual property rights of the contributions or derivative works shall remain the exclusive property of SAP.
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phrasing rules. SAP does not warrant the correctness and completeness of the example code. SAP shall not be liable for errors or damages caused by the use of example
code unless damages have been caused by SAP's gross negligence or willful misconduct.
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We try not to use gender-specific word forms and formulations. As appropriate for context and readability, SAP may use masculine word forms to refer to all genders.

Important Disclaimers and Legal Information PUBLIC 471
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SAP Hybris Cloud for Customer

Solution Guide for SAP Hybris Cloud for Sales

1 Solution Guide for SAP Hybris Cloud for Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Solution Guide for SAP Hybris Cloud for Sales

4 Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Solution Guide for SAP Hybris Cloud for Sales

6 Imaging Intelligence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Solution Guide for SAP Hybris Cloud for Sales

Solution Guide for SAP Hybris Cloud for Sales

10 Partner Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Solution Guide for SAP Hybris Cloud for Sales

13 Attachment Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

14 Accounts and Individual Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313

Solution Guide for SAP Hybris Cloud for Sales

18 Product Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453

Solution Guide for SAP Hybris Cloud for Sales

19 Activity Planning and Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

Solution Guide for SAP Hybris Cloud for Sales

Solution Guide for SAP Hybris Cloud for Sales

Solution Guide for SAP Hybris Cloud for Sales

2.1.1 Enable Leads

Administrators can add leads to your project scope.

2.1.2 Configure Number Range

2.1.3 Configure Involved Parties

2.1.4 Configure Sources

Solution Guide for SAP Hybris Cloud for Sales

2.1.6 Configure Assignment of Categories

Administrators can activate categories for leads via assignment.

2.1.7 Configure Qualifications

2.1.8 Configure Status

You can edit statuses by adding and deleting rows.

Solution Guide for SAP Hybris Cloud for Sales

Statuses connected to Converted, Accepted, or Declined cannot be set as Initial Status.

8. Check Active to make the status visible for your users.

2.1.9 Configure Reasons

2.1.10 Configure Assignment of Reasons

2.1.11 Configure Conversion Limit

Solution Guide for SAP Hybris Cloud for Sales

2.1.13 Configure Multi-Step Approval Process

2.1.14 Configure Contact as Optional Field

2.1.15 Configure Disablement of Lead Historical Analysis

Solution Guide for SAP Hybris Cloud for Sales

2.1.17 Configure Lead Creation on Existing Accounts as Default

Solution Guide for SAP Hybris Cloud for Sales

1. Go to Administration General Settings Business Roles .

The Access Restriction field defaults to Disabled.

Solution Guide for SAP Hybris Cloud for Sales

2.1.20 Configure Note History Viewing and Editing

2.1.21 Configure Sales Area Data for Lead Conversion

Solution Guide for SAP Hybris Cloud for Sales

2.1.23 Configure Reopening of Accepted or Declined Leads

2.1.24 Configure Association of Registered Products in Leads

2.1.25 Configure Lead Routing Rules

Administrators can create routing rules for automatic lead assignment.