SAP Hybris Commerce Integration with SAP CRM Release 2.1Pritim Kumar

August 25, 2016

Hybris-SAP CRM Integration Points – Release 2.1

BASIC COMMERCE

PROCESSES Master Data

Replication of new or updated B2C

consumer records from SAP CRM

to Hybris

Installed Base display on the B2B

storefront

Order Management Return requests created in

Backoffice CS Cockpit in Hybris are

integrated with SAP CRM

SELF SERVICES Service Ticket Enhancements Creation of service ticket for an

installed base component from

Hybris storefront

Service Contract Renewal Synchronous renewal of service

contracts from Hybris storefront

Service Order Integration Asynchronous replication of service

orders with scheduling details from

SAP CRM to SAP Hybris

Commerce

Product Registration Registration of products of interest

or purchased products, on the B2C

storefront

B2B Self Registration Customer self-service option to

create new B2B contact person for

a B2B unit

Sales Order Management

ServiceManagement

CRM

CUSTOMER SERVICE INTEGRATION

Service Ticket Integration – Hybrid Model

Browse IBases

Update Ticket Notify CustomerCreate Service

Request

Create

Service Ticket

Check Answer Confirm Ticket

Service Request

A B2B customer can create support

ticket for an installed base or its

components from Hybris storefront

The installed base ID is prepopulated

in the service ticket creation page

The newly created ticket can be viewed

in the support ticket listing page

A service order created as a follow-up

activity of the service ticket, displays

the related ticket ID on the Hybris

storefront

CRM

Service Contract Renewal – Synchronous

Login / Register

UserBrowse Contracts

SAP CRM / ERP Master Data

Display Contract

Service Contract

Hybris Master Data

Service Contract

Quotation

Extend Contract

New Service Contract

A customer can view a service contract

and renew a contract that expires, on

the Hybris storefront

A service contract quotation is created

in the process of renewing a contract

After the service agent accepts the

quotation in SAP CRM, a new service

contract is created in SAP CRM, based

on the existing contract

Service Order Integration – Asynchronous

Create Service

Request

Create

Service TicketConfirm

Service Ticket

Close

Service Request

Browse IBases

Create Service

Order

Display Service

Order

Schedule

Service Order

A service order created in SAP CRM is

replicated automatically to Hybris and

can be viewed on the Hybris storefront

Registered B2B and B2C customers can

view the service orders on the storefront

Service order scheduling can be done in

SAP CRM once the order is released.

The scheduling information is replicated

to Hybris, and can be viewed on the

storefront alongside the service order.

CRM

Product Registration – Synchronous

Login / Register

UserBrowse Products Display Product

Details

Register Product

Display Registered

Products

B2C customers can register the products

of their interest or the products that they

have purchased, on Hybris storefront

Registering a product enables access to

product related information and updates

Customers can also view the general,

product-related, and warranty-related

details of the registered productCRM

B2B Contact Self-Registration - Asynchronous

CRM/ERP

Backoffice

Online Store

B2B Customer

Create new users

Create initial

passwords

B2B Customers

Updated Customers Release

B2B Account

A B2B customer with administrator role

can use the customer self-service option

on Hybris storefront to create a new B2B

contact person for the B2B unit.

All B2B contact persons can change

their personal data, such as name and

communication data.

Updates are limited to personal data.

Changes to title, name, e-mail address,

and phone number are permitted.

A B2B contact person cannot change

data related to the organization/B2B unit

he is working for, or register a new B2B

unit.Update Confirmation

Integration with SAP CRM Interaction Center (as of release 1.0)

Customer contacts

call center

Start Interaction

Customer Details

Access Storefront

Close CallLaunch ASM

Process Request

Interaction Record

A customer service agent in SAP CRM

Interaction Center may need to access the

customer cart or related details on the

storefront, to get details about a purchase

request or to provide support with account

administration.

The service agent can launch Hybris

Assisted Service Module (ASM) from the

Interaction Center by clicking the Start

Commerce Session button.

Single Sign-On using SAML 2.0 provides

the customer service agent a seamless

login to ASM. This feature is available only if

you access the Interaction Center using the

Web UI.