SAP Hybris Commerce Integration with SAP CRM Release 2.2November 30, 2016

Hybris-SAP CRM Integration Points – Release 2.2

BASIC COMMERCE

PROCESSES Master Data

Replication of business

agreements from SAP CRM to

Hybris

Order Management Enhancements to return order

integration with SAP CRM

Invoices generated in SAP CRM are

replicated to Hybris and are

displayed on storefront

SELF SERVICES Complaints Integration A complaint created in Hybris is

replicated automatically to SAP

CRM

Service Contract Termination Synchronous renewal and

termination of service contracts at

the item level from Hybris storefront

Service Ticket Enhancements Multi-level reason category

selection while creating a service

ticket from Hybris storefront

Sales Order Management

ServiceManagement

CRM

CUSTOMER SERVICE INTEGRATION

Integration to SAP CRM – Business Agreements

SAP CRM Business Partner (Organization,

Sold To Party / Individual, Consumer , Sold

To Party)

Hybris B2B Unit / Hybris B2C Consumer

SAP CRM Business Agreement

Hybris Business Agreement Business agreements created in SAP CRM

for a business partner are replicated to Hybris

Any updates made to the business

agreements in SAP CRM are also replicated

to Hybris

B2B and B2C customers can view the

business agreements belonging to them on

Hybris storefront

Return Order Integration

CSCockpit/

StorefrontReturn GoodsCompleted Sales

Order

Return Object in

CRM

Goods received

Delivery SAP ERP

Credit

Memo

Update

RO

Update

RO

Refund via

credit memo

Customer Service

Agent/Customer Returns integration is available

for B2B and B2C asynchronous

orders

The delivery costs associated

with shipping can be refunded

by selecting the Refund

Delivery Cost option while

creating the return

Partial returns are possible,

and the delivery costs are

refunded on a prorated basis,

based on the number of items

in the order

Complaints Integration

Update Complaint Notify CustomerProcess Complaint

Create Complaint Check Answer Confirm Complaint

Complaint

A complaint created in Hybris is

replicated automatically to SAP CRM

Any updates made to the complaint in

Hybris are also replicated to SAP CRM

The replicated complaints can be

updated in SAP CRM and the updates

are made available in Hybris

Registered B2B and B2C customers

can view the details of the complaints

on Hybris storefront

CRM

Complaint

Service Contract Renewal/Termination

Login / Register

UserBrowse Contracts

SAP CRM / ERP Master Data

Display Contract

Service Contract

Hybris Master Data

Start Change Process

- BLEX (Renewal)

-TERM (Termination)

Renew/Terminate

Contract Item

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

A customer can also renew and

terminate the service contract at the

item level