SAP Hybris

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SAP Hybris

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About the Tutorial

SAP Hybris was introduced in year 1997 in Switzerland. This company was acquired by

SAP S.E on 1 August 2013. The main role of SAP Hybris is to provide solutions that benefits

any organization in cutting costs, saving time and reducing complexity, which further helps in having lesser focus to achieve excellent customer experience.

This is a preparatory tutorial, which covers the basics of SAP Hybris and explains how to deal with its various components and sub-components.

Audience

This tutorial is prepared for those professionals, who wish to learn the essentials as well

as the enhancements of SAP Hybris. It provides simple, easy to understand explanations

with useful working examples. We will go through most of the SAP Hybris modules, so the professionals can also use this as a reference for their projects.

This tutorial is intended to make the professionals comfortable in getting started with SAP Hybris and its diverse functions.

Prerequisites

This is a simple tutorial and the concepts explained here can be easily understood. The

professionals should have a good understanding of customer management skills, sales, marketing and services.

Additionally, it will be beneficial if the readers have some basic information of cloud, mobile

and big data innovations. This will help the working professionals to learn the future of commerce through the SAP Hybris commerce-based platform.

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We strive to update the contents of our website and tutorials as timely and as precisely as

possible, however, the contents may contain inaccuracies or errors. Tutorials Point (I) Pvt.

Ltd. provides no guarantee regarding the accuracy, timeliness or completeness of our

website or its contents including this tutorial. If you discover any errors on our website or in this tutorial, please notify us at contact@tutorialspoint.com

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Table of Contents

About the Tutorial .................................................................................................................................... i

Audience .................................................................................................................................................. i

Prerequisites ............................................................................................................................................ i

Copyright & Disclaimer ............................................................................................................................. i

Table of Contents .................................................................................................................................... ii

1. SAP HYBRIS – INTRODUCTION ............................................................................................. 1

2. SAP HYBRIS – PRODUCT FAMILY .......................................................................................... 5

SAP Hybris Products for Commerce ......................................................................................................... 6

SAP Hybris Revenue/Billing ..................................................................................................................... 7

SAP Hybris Cloud for Customer for Sales ................................................................................................. 8

SAP Hybris Cloud for Customer for Service .............................................................................................. 8

SAP Hybris Marketing .............................................................................................................................. 9

3. SAP HYBRIS VS. SAP C4C .................................................................................................... 11

4. SAP HYBRIS – TOOLS PROVIDED BY HYBRIS ....................................................................... 13

5. SAP HYBRIS – ACCELERATORS CONCEPT ............................................................................ 19

SAP Hybris Commerce Accelerator ........................................................................................................ 19

6. SAP HYBRIS – CONTENT MANAGEMENT OVERVIEW.......................................................... 22

7. SAP HYBRIS – MODELLING ................................................................................................. 24

8. SAP HYBRIS – BUNDLING ................................................................................................... 27

9. SAP HYBRIS – WORKFLOW & BUSINESS PROCESS ENGINE ................................................. 29

10. SAP HYBRIS – CATALOG MANAGEMENT ............................................................................ 33

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11. SAP HYBRIS – MEDIA MANAGEMENT ................................................................................ 35

12. SAP HYBRIS – WEB CONTENT MANAGEMENT ................................................................... 39

WCMS Cockpit ....................................................................................................................................... 40

13. SAP HYBRIS – COMMERCE MANAGEMENT OVERVIEW ...................................................... 43

14. SAP HYBRIS – SEARCH OPTION .......................................................................................... 45

15. SAP HYBRIS – PERSONALIZATION ....................................................................................... 47

16. SAP HYBRIS – PAYMENT OPTIONS ..................................................................................... 49

17. SAP HYBRIS – PROMOTIONS .............................................................................................. 51

18. SAP HYBRIS – SUBSCRIPTIONS ........................................................................................... 53

19. SAP HYBRIS – ORDER MANAGEMENT OVERVIEW .............................................................. 55

Order Management Module ................................................................................................................. 55

Order Management Service .................................................................................................................. 57

20. SAP HYBRIS – CUSTOMER SERVICE MODULE ..................................................................... 58

CSM – Key Features ............................................................................................................................... 59

21. SAP HYBRIS – ASSISTED SERVICES MODULE ....................................................................... 61

22. SAP HYBRIS – MARKETING ................................................................................................. 63

23. SAP HYBRIS – BILLING ........................................................................................................ 68

24. SAP HYBRIS – CLOUD FOR CUSTOMER ............................................................................... 70

25. SAP HYBRIS – PRODUCT FOR SALES ................................................................................... 72

Create a Sales Quote ............................................................................................................................. 72

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26. SAP HYBRIS – PRODUCT FOR SERVICE ............................................................................... 76

Create a Service Level............................................................................................................................ 76

27. SAP HYBRIS – INTEGRATION WITH ON-PREMISE SAP SOLUTION ....................................... 80

Creating Communication System in SAP Hybris Cloud for Customer ..................................................... 80

28. SAP HYBRIS – C4C PROJECT IMPLEMENTATION ................................................................. 85

Project Implementation in SAP C4C ....................................................................................................... 85

29. SAP HYBRIS – CLOUD APPLICATIONS STUDIO .................................................................... 87

30. SAP HYBRIS – SECURITY AND USER MANAGEMENT ........................................................... 89

Create an Employee .............................................................................................................................. 89

31. SAP HYBRIS – INTERVIEW QUESTIONS ............................................................................... 91

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SAP Hybris is a family of product from a German company Hybris, which sells

e-Commerce, Marketing, Sales, Service and Product Content Management Software. SAP

Hybris provides solutions that helps any organization to cut cost, save time, reduce complexity and require lesser focus to achieve excellent customer experience.

Hybris was introduced in 1997 in Zug, Switzerland and later this company was acquired

by SAP S.E on 1 August 2013. SAP has integrated its own premise backend system – SAP

CRM and SAP ERP with the Hybris solution, so any company that has SAP ERP or SAP

CRM implemented can easily move to the SAP Hybris solution. The SAP Hybris

Commerce Accelerator is an Omni channel e-commerce solution with storefront

templates and tools to provide an amazing customer engagement experience. Hybris Product focuses on the following main areas:

Commerce

Marketing

Revenue (Billing)

Sales

Service

Hybris as a Service (YaaS)

Let us now discuss each of these in detail.

Commerce

This is used to provide a meaningful and consistent experience to every channel. It

includes products for B2C Commerce, B2B Commerce, Product Content and Catalog

Management, Omni-Channel fulfillment, and Merchandising to understand what customer wants and to turn visitors into buyers.

Marketing

This is to understand the customer behavior in real-time and to provide them what they want and when they want.

Revenue (Billing)

This solution provides a company with the capability to work in complex partner

ecosystems, reselling products and sharing the revenue. It includes products for

Subscription Order Management, Revenue in Cloud, Responsive Quality Control, Customer Financial Management, Consolidated Billing, Invoicing and many more.

Sales

1. SAP Hybris – Introduction

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SAP Hybris cloud for Sales takes customer information from the backend system provides

it to the front-end Sales team and enables them to understand target customers, and how

to grab each opportunity of a new sale. This provides information to the sales executive

out in the field and on the mobile device in the hands of the sales executive. It includes product for Retail Execution, Sales Performance Management and Sales Force Automation.

Service

SAP Hybris for Service allows a company to provide an exceptional service experience to

its customer and hence delightful customer engagement experience. Using Hybris Service,

organizations can give its customer the right service on the right channel. It includes

product for Omni Channel Call Center, Proactive Field Service and Comprehensive Self Service.

Hybris as a Service (YaaS)

This is one of the most advanced micro services ecosystem, which allows a company to

develop custom applications with the existing platform. YaaS allows companies to

reassemble and adapt the existing services to build a custom experience without the need

of developing them from scratch.

The URL for Hybris solution and its key features is given below.

http://www.hybris.com/en/

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You can navigate to the Products section to see what all key products are being offered by SAP Hybris. You can also scroll down to different sub-categories under each category.

Following are the Industries where SAP Hybris is implemented. It is implemented in

Automotive, Banking and Finance, Consumer Products, Healthcare, Insurance and Manufacturing, Retail, Public Sector and many other industries.

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You can navigate to the “Customers” section to see the client list for SAP Hybris.

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Hybris is an ecommerce product platform that is used to address a family of products

involving Customer Experience and Management. Hybris is not a single product like

SAP ERP or SAP BW system, rather it is a group of products to provide end to end customer engagement experience.

SAP Hybris is also different from SAP Hybris Cloud for Customer, which is a cloud based

CRM application that has been recently renamed by SAP as SAP Hybris C4C solution.

Hybris offers product for Commerce, Billing or Revenue, Sales, Service and Marketing and

SAP Hybris Marketing is completely different from the Hybris Commerce.

The SAP Hybris Product family contains the following distinct products named as:

Hybris Commerce

Hybris Revenue or Billing

Hybris Cloud for Customer for Sales

Hybris Cloud for Customer for Service

Hybris Marketing

The Hybris product family can be integrated with other backend solutions from SAP like

SAP ERP and SAP CRM to achieve end-to-end customer engagement experience. Here, we

have mentioned five products. However, in reality there are only four products as product for Sales and Product for Service are a part of SAP Hybris Cloud for Customer solution.

The following image shows the SAP Hybris Product Family:

2. SAP Hybris – Product Family

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SAP Hybris Products for Commerce

With SAP Hybris Commerce Cloud, companies can meet those expectations and deliver

great experiences that gain their loyalty. SAP Hybris Commerce Cloud can help

companies to understand their customers at every point of the commerce experience, so

they can drive relevant, meaningful interactions, from content creation to merchandising to fulfillment.

Hybris products for E-Commerce includes B2B and B2C commerce applications like

Product Content Management (PCM), Search and Merchandising and Order

Management. Hybris commerce provides all the features that an organization can expect

from an E-Commerce application.

The Hybris product site covers the following capabilities of SAP Hybris Product for e-Commerce:

http://www.hybris.com/en/products/commerce

B2C Commerce

B2B Commerce

Product Content and Catalog Management

Omni-Channel Fulfillment

Creating Contextual Experiences

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SAP Hybris Revenue/Billing

This solution provides Revenue management, highly automated billing and invoicing

solution. Using SAP Hybris Revenue Cloud, you can deliver Price and Quote, Order Management and Subscription Billing experiences directly from the cloud.

It provides more flexibility to work in a complex partner ecosystem. Following is the

product link from the Hybris site – http://www.hybris.com/en/products/billing.

The following capabilities are covered in SAP Hybris Cloud for Revenue:

Revenue in cloud

Subscription Order Management

Responsive Quality Control

Agile Charging

Invoicing

Versatile Document Management

Customer Financial Management

Consolidated Billing

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SAP Hybris Cloud for Customer for Sales

This solution is used to fetch data from the on premise backend-system and provide it to

the front-end sales team. The Sales team can access data on a mobile device and this

provides information they need to know, who the target customers are, any issues in sales

process and how to covert each opportunity to a sale.

The following capabilities are covered in the SAP C4C Sales solution:

Sales Force Automation

Sales Performance Management

Retail Execution

http://www.hybris.com/en/products/sales

SAP Hybris Cloud for Customer for Service

This solution helps an organization to deliver an excellence customer service experience to its customers. Following capabilities are available in SAP C4C for Service solution:

Comprehensive Self-Service

Omni-Channel Call Center

Proactive Field Service

The link to the Hybris product site is as follows –

http://www.hybris.com/en/products/service

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SAP Hybris Marketing

SAP Hybris Marketing solutions help the organization to understand its customer choices

in real time and help them to maintain customer profiles from the data gathered from

different sources. Old time CRM Marketing was not providing data in real time, however

SAP Hybris Marketing is providing the most cutting edge solutions to marketers for providing personalized marketing experience as per their changing needs.

The following capabilities are available in SAP C4C Marketing solution:

Dynamic Customer Profiling

Segmentation and Campaign Management

Commerce Marketing

Loyalty Management

Marketing Resource Management

Marketing Analysis

Marketing Lead Management

Customer Attribution

Architecture and Technology

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The Hybris product site link is as follows – http://www.hybris.com/en/products/marketing

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SAP C4C (Cloud for Customer) is a SAP Cloud based CRM based management solution and

is different from the traditional SAP CRM on premise setup. SAP C4C provides the best

CRM based Sales, Service and Marketing practices including options to access its mobile

devices. In April 2016, SAP renamed their Cloud for Customer solution as SAP Hybris Cloud for Customer.

SAP Hybris is different from SAP Hybris Cloud for Customer in sense that it offers product

for Commerce, Billing or Revenue, Sales, Service and Marketing and SAP Hybris Marketing

is completely different from Hybris Commerce.

The SAP Hybris Product family contains the following distinct products, which are:

Hybris Commerce

Hybris Revenue or Billing

Hybris Cloud for Customer for Sales

Hybris Cloud for Customer for Service

Hybris Marketing

In the above family of products under the Hybris umbrella, SAP Hybris Cloud for Customer for

Sales and for Services are provided using SAP Cloud for Customer product. This provides close

integration with traditional backend systems like SAP CRM and SAP ERP system.

SAP Hybris portfolio also includes Commerce, Billing and Marketing part apart from cloud for Sales and Service.

3. SAP Hybris Vs. SAP C4C

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Note: You can integrate Cloud for Customer C4C solution to Hybris commerce platform,

and both offers consistent end-to-end customer experience solution. SAP has maintained

Hybris Commerce platform and Cloud for Customer as two different products, built separately to serve two different audiences.

When an organization buys Hybris commerce, it does not provide the license for C4C solution

or buying C4C does not provide the organization with the license of Hybris commerce. License has to be purchased separately for both products from the Hybris family.

SAP C4C is based on the following individual products −

SAP Cloud for Sales

SAP Cloud for Marketing

SAP Cloud for Social Engagement

Following is the HTML user interface for SAP Cloud for Customer C4C product:

It is also available in Microsoft Silverlight mode as shown in following screenshot.

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SAP Hybris provides product for e-Commerce, Marketing, Sales and Service, Revenue and

cross-functional solutions and they are designed to help organizations to create valuable

interactions with their customers and support for different industry types.

Hybris includes product portfolio for the following capabilities:

Products for Commerce

Products for Marketing

Products for Sales

Products for Service

Products for Billing

Cross-Functional Solution

The link of Hybris site to view the complete product portfolio under Hybris umbrella is – http://www.hybris.com/en/products/digital-portfolio

Products for Commerce

The products for commerce available under SAP Hybris Commerce are explained in the screenshot below.

4. SAP Hybris – Tools Provided by Hybris

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SAP Hybris Commerce Cloud can help a company to understand their customers at every

point of the commerce experience, so they can drive relevant, meaningful interactions,

from content creation to merchandising to fulfillment.

Products for Marketing

SAP Hybris Marketing is providing the most innovative solutions to marketers for providing

personalized marketing experience as per their changing needs. The following product portfolio is available under SAP Hybris Products for Marketing.

Products for Sales

Hybris for Sales solution provides sales team to access data on mobile device and this

provides information they need to know who the target customers are, any issues in sales process and how to covert each opportunity to a sale.

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Products for Service

This solution helps an organization to deliver an excellent customer service experience to

its customers. Hybris Products for Service offers a consistent experience across all

channels, access complete and contextual customer information, and gain real-time insight

into call center performance and field service management. Following products are

available under this portfolio-

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Products for Billing

Using SAP Hybris Revenue Cloud, you can deliver Price and Quote, Order Management and

Subscription Billing experiences directly from the cloud. Following products are available under this category-

Cross-Functional Services

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Apart from products mentioned, SAP also provides wide range of cross-functional solutions

to manage customer interactions, wide range of tools to manage incentive plans and sales

commission and to securely sign and manage documents online.

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SAP Hybris Commerce Accelerator provides organizations with ready-to-use Omni-channel

commerce solutions with storefront templates and business tools that allows organization

to create an exceptional customer experience.

When a new project is started, it includes everything working ready for you to rebrand

and customize as needed. SAP Hybris Accelerator is designed to provide the platform

and architecture of SAP Hybris Commerce that helps in reducing cost of ownership and speeds up the implementation process.

SAP Hybris Commerce Accelerator

The SAP Hybris Commerce Accelerator is available for B2B, B2C, Financial services and

other marketing types. Whereas, the sites are available with market specific capabilities and expected features for each market type.

Following are the key advantages of using a SAP Hybris Accelerator concept:

By using an Accelerator, companies get an integrated, truly Omni-channel solution from the starting day of project implementation.

By using an Accelerator, you can have a solid infrastructure to scale out the business requirement.

It reduces the implementation cost and time by providing platform for different

device types.

Ease to use tools for building and maintaining a feature-rich shopping experience.

The following illustration shows the layered architecture of a SAP Hybris Commerce Accelerator.

5. SAP Hybris – Accelerators Concept

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The top layer includes – HMC, Web Services and Cockpits, which define objects that

end user uses to interact with applications. Various user actions can be performed like adding a product to the cart, edit quantity in shopping carts and manage user profiles.

Hybris Service Layer Framework is responsible to implement Java Application

Programmer’s Interface for objects in the Hybris Commerce Suite.

The Type layer defines business object models, which are generated based on types.

The Persistence Layer is responsible for abstraction from database, caching and clustering.

The Database layer is used to store the data contained in a Hybris Commerce suite.

Other important components include:

Cockpits

This is one of the key component in the top layer in Hybris. Products are maintained in the

product cockpit if there is a requirement to update the description, then it can be done

using the product cockpit without making a change to the code. It also has the CMS cockpit

that allows marketing content to be updated without any dependence on the IT team.

HMC or BackOffice

HMC or Backoffice provides a single user interface to manage any kind of data. It can be used to access stores, sites, products, users, companies, and catalogs.

The following screenshots displays the Hybris B2C Accelerator that contains storefront

templates and business tools based on best practices, which are designed to speed up the implementation and to reduce cost and implementation time.

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Product Content Management in SAP Hybris Cloud is used to incorporate product images

in new marketing messages. These marketing messages can be created by using Messages

and Email templates app or by using the Content Studio.

A Digital Asset Management system is used to store images. It allows you to perform

search capabilities. You can integrate Digital Asset Management (DAM) as the communication system with SAP Hybris Product Content Management.

To integrate a PCM system with the Communication system app, you have to add a new

Communication System. Go to the Open Communication System app and click on “New”

to create a new communication system. In the new window, enter the following details and click on the Create button.

System ID: HYBRIS_COMMERCE_PCM

System Name: HYBRIS_COMMERCE_PCM

In the next window, you have to the enter Host name – SAP Hybris Commerce server

name. Next is to add inbound/outbound technical User for communication. You can select

a user from the existing list or you can also create a new user by using the option – Maintain Communication User.

You can also create new Communication Arrangements using the Communication

Arrangement app and click on the ‘New’ option to create a new Communication arrangement.

6. SAP Hybris – Content Management Overview

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Follow the steps mentioned in the wizard, click on Next and you can click on Test

Connection. The following information is required to add a new Communication Arrangement:

Port: In the next dialog box, you need to pass the port number setup on the server for HTTPS (SSL).

Path: In the Path option, you have to enter the path to the V1 REST API of the

Omni Commerce Channel (OCC).

Service URL: In this field, you have to mention the service URL.

Click on Save. You can click on Test Connection button to check the connection setup.

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One of the main features in Hybris is the flexibility to add new objects to the global Hybris

Commerce Data model. Hybris data modeling helps an organization in maintaining their

database and help to manage database connections and queries. Hybris Type system is used to design data modeling in Hybris.

A Hybris type system has the following types supported for data modeling:

Items.xml – This file is used for data modeling in a Hybris Commerce data model.

Item types – This is used to create tables.

Relation types – This is used to create relation between tables.

Atomic types – Used to create various Atomic types.

Collection types – Used to create Collections.

Map Types – To define maps.

Enum types – To define Enums.

Let us now discuss all of these in detail.

Atomic Types

These are defined as basic types in Hybris, which include Java number and string objects – java.lang.integer, java.lang.boolean or java.lang.string.

Item Types

7. SAP Hybris – Modelling

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Item types are used to create new tables or to update existing tables. This is considered

as a base for a Hybris type system. All new table structures are configured over this type

using different attributes as shown below:

Relation Types

This type is used to create a link between tables. For example – You can link a country and region.

Enum Types

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These are used to build enumeration in Java for preparing a particular set of values. For example – Months in a year.

Collection Types

These are used to build collection/group of element types – group of products, etc.

Map Types

Map types are used to store key values pairs in Hybris data modeling. Each key represents

its own code.

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Bundling module in SAP Hybris is used to address the needs of companies that sells service

bundles and digital products. SAP Hybris provides a tool for configuring, to manage and

sell bundled offerings. Bundling module provides various benefits in the e-commerce model. Some of these benefits are given below:

Using bundling service, organizations can increase average order value and margin by bundling content and products.

Bundling module improves conversion rates with personalized and content-rich shopping experience to customers.

It helps e-commerce organizations to cross-sell physical and digital goods on one commerce platform.

Bundling helps an organization in managing and expanding product offerings by

transforming complex products into simple, compelling selections for customers.

Easy to use, flexible business tool to manage complex product offerings and bundling service.

Using SAP Hybris Bundling Module, organizations can easily set up a Product Cockpit by

adding physical products like gaming bundles, media packages, etc., to specific bundle

categories. Companies can also apply different pricing rules on bundle categories with

setting up different merchandising.

Key Features of SAP Hybris Bundling

8. SAP Hybris – Bundling

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You can achieve the following key features using a SAP Hybris Bundling concept:

Hybris Bundling module provides organization with bundle templates to guide selling of products using the product cockpit.

Bundling provides optimized shopping carts for customers in an e-commerce model.

Bundling service in Hybris helps in managing advanced bundle merchandising and

personalization of merchandise behavior.

Easy management of B2C and B2B channel using flexible Bundling service.

Bundling service provides product merchandisers with ability to create bundles

dynamically of physical and/or digital products based on predefined bundling templates and these can be available to customer suing easy to use Product cockpit.

In the next chapter, we will discuss regarding the workflow and business process engine of SAP Hybris.

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With the use of SAP Hybris Workflow, companies can define standardized processes,

which run automatically, when required. The Workflow Module can be easily integrated

with the Hybris platform. It ensures efficient management of standardized processes in the backend and hence efficient teamwork along with clear task assignment.

Users can easily define standardized process and use of commented feature makes

teamwork more efficient. Workflow allows user to trigger predefined workflows for complex processes or adhoc workflows for one single task.

Following are the benefits that can be achieved using a Workflow:

By using workflow integrated with other Hybris tools, you can handle processes more efficiently with a standardized method.

With the use of workflow, complex processes can be easily managed by defining tasks and corresponding actions.

Workflow allows you to create templates as per the requirement.

Comment functionality provides efficient teamwork.

Workflow supports real time notifications to the user’s inbox.

9. SAP Hybris – Workflow & Business Process Engine

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By using Hybris Workflow & Collaboration Module, it is easy for users to easily define workflows and view the workflow status.

Key Features of Hybris Workflow

Workflow module can be easily implemented on the Hybris platform and you can

integrate it with the Hybris product cockpit.

With the use of a Hybris Product Cockpit, users can easily access all workflow entries.

SAP Hybris provides predefined and adhoc workflows.

It is also possible to trigger the workflow using cron-jobs in the Hybris platform.

Hybris platform provides flexibility to create workflow templates.

Users can design human and system based workflows Sequential, Parallel or

Task-Dependent Workflow Execution.

Workflow provides real-time notification via e-Mail to users.

It is also possible to provide user access only relevant to-do’s in the workflow list.

The following illustration shows commenting facility in Workflow on Hybris platform:

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How to create a Workflow Rule?

To create a new workflow rule, we should follow the subsequent steps. Navigate to the Worklist and click on the ‘New’ button from the workflow rules worklist.

You have to enter the general information:

Mention the Description to identify the rule in the worklist.

Next is to select the Business Object – such as opportunity or ticket, to which the rule is to be applied.

The next step is to select the Timing for applying the rule – you can select from the

three following timing types to apply to your rule.

o On Create Only

o On Every Save

o Scheduled

When timing is left blank, the default On Every Save will be automatically applied.

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Using Catalog management, organizations can distribute product content in specific

catalogs to target specific audience. Catalog defines a way to segment stored products for

efficient and effective management and to target specific audiences.

A Product Catalog is defined as part of content segment to provide the details of product

categories and product information in the store. SAP Hybris Platform includes two types of catalogs: Product and Content.

A content catalog refers to pages of website where the distribution of product is done. In

simple terms, a catalog is defined as the container of products. Following are the key

advantages that can be achieved using the Catalog and the Content Management feature of Hybris:

With the use of Catalog management, companies can achieve improved marketing

effectiveness by managing, structuring, and displaying product content.

With the use of catalog, an organization can import product content from different sources, organizing it hierarchically and assigning attributes.

With the use of Catalog management, companies can drive sales by distributing product content to specific audiences.

10. SAP Hybris – Catalog Management

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In the following image, you can see Catalog management where products are divided into

specific categories. With the use of the Catalog Module, companies can manage structuring

of products and product information. On the right hand side, you can see the Product attributes that specify properties of products in the Product Catalog.

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All the products available in the commerce site has images and these are called media. To

add any product to a commerce site, we have to create media with that image. Media can

be created using different tools like HMC or via Impex. To create media in the Hybris system, you can login to the Hybris Management Console (HMC).

How to Create Media using HMC?

Login to the Hybris Management Console – enter username and password.

Navigate to the Multimedia tab on the right hand side Create Media.

11. SAP Hybris – Media Management

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This will open a new window and you have to provide the following details:

Unique Identifier: In this field, you have to enter the unique identifier for your media.

Catalog Versions: In this field, you have to enter the catalog version, which means if

you use this media for a product, enter the catalog version of the product as the media

catalog version. Note that if you do not mention the catalog version of media same as the

catalog version of product, media is not linked to the product.

Media format: This is an identifier for a media dimension. You can see the existing

standard formats in the drop down or you can also create your own format. If you upload an image of 40*40, but use the higher media format, it still accepts.

The following media formats are available:

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To upload an image for media, navigate to the Upload button and provide the path of the

product image file by clicking on the Choose File option. Click on the Upload button to load

the image.

Once the image is uploaded, few of the properties like URL, real file name, etc., would come automatically.

To save new media, you can click on save item button at the top as shown in the following screenshot.

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Now, if you want to search for media that you have just created, you can use different

filter options under Search. You can also select checkbox for Subtypes in the Search

option.

The following Search Criteria are shown in the following image:

Identifier

Mime Type

Folder

Catalog Version

Once you click on the Search button, all items matching the search criteria are shown

under the Results tab. All the information that you have entered for the media is shown along with the media image.

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SAP Hybris Web content management module is used for the management of content across

multiple channels like Online, Mobile and other user interfaces. Companies require good

presentation of their products across all channels by using an integrated content management

solution provided by SAP Hybris WCMS (Web Content Management System).

The following benefits can be achieved by using the SAP Hybris WCMS:

Less integration cost by using single solution for Sales, PCM, etc.

Using WCMS, it supports easy creation of high quality product websites.

Integrating and managing user generated content with ease.

Web Content Management System provides an easy to use and consistent

management of desktop and mobile websites by providing entire content from a single multimedia source.

Less time for implementation using WCMS as only the page is required to develop and maintain for all device types.

With use of WCMS system, you can make the content available across all the channels.

Managing complex formats such as Images, Texts, HTML, Videos, etc.

Dynamic user restriction based on the user groups.

WCMS provides ready to use components built on JQuery, Bootstrap and OWL.

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WCMS Cockpit

WCMS provides an easy to use Web Content Management System Cockpit. By using

this WCMS Cockpit, users can easily manage their website pages. It provides an

Interactive Graphical User Interface based interface for data management for all the channels.

How to login to WCMS cockpit?

You have to enter the URL and it is normally in the following format:

http://servername:9001/cmscockpit/login.zul

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The WCMS Cockpit also provides support for workflow and synchronization tasks. The following screenshot shows the WCMS Cockpit:

The WCMS Cockpit contains the following areas:

Navigation Area

Browser Area

Cockpit Area

Let us now discuss each of these in detail.

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Navigation Area

On the left hand side, you have the navigation pane, where you can navigate to Shortcuts, Queries, Websites and the History tab.

Browser Area

In the center, you have the Browser area, which is used to manage web content for all the channels. You can add Top Header, Bottom Header and Footer.

Cockpit Area

On the right hand side, you have the Cockpit area. The following options are available under the Cockpit area in the Basic Category:

Name

Page title

Page Template

Catalog Version

Label

Homepage, etc.

Similarly, you have Context viability, Navigation, URL and Administrator tab in the cockpit area, which can be used to manage the web content.

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Using SAP Hybris, companies can provide an exceptional experience to customers when

they buy from them. With SAP Hybris Commerce Cloud, organizations can meet the

expectations and deliver great experiences that wins customer loyalty.

SAP Hybris Commerce Management Module contains built-in-Omni-channel versatility and

Hybris cloud platform engage that can transact with the customers any time using any

device. SAP Hybris Commerce Cloud can help companies to understand its customer

throughout the e-Commerce process and helps them to drive meaningful interactions with

customers.

SAP Hybris Commerce management approach cuts down on complexity and allowing

companies to spend less time on managing systems and focus on responding to rapidly

changing the market conditions. The following capabilities are provided as a part of SAP Hybris Commerce Management module.

Let us discuss these capabilities in detail.

B2C Commerce

Strengthen customer loyalty and increase sales with consistent, personal experiences for

your customers. SAP Hybris Commerce Cloud for B2C gives your customers what they

want, when they want it, every time they interact with your business – online or in the

real world. With every interaction, you can gain further customer insights, so when they come back you are ready to deliver another great experience.

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B2B Commerce

Create an Omni-channel B2B experience to rival the best consumer sites. The flexibility

and functionality of SAP Hybris Commerce Cloud for B2B can give your customers the

freedom to save repeat purchases; buy in bulk, while providing self-service, and account management for buyers.

Product Content and Catalog Management

Consolidate product content and control information about your products with a built-in,

easy-to-use system that works across all channels. Wherever they are in their journey,

give your customers rich, engaging content including video, images and editorial content that really show off your products – including those syndicated from multiple suppliers.

Omni-Channel Fulfillment

One system takes care of your customers’ orders across all channels. They get a fast,

secure experience that allows them to choose between collection and delivery, and benefit

from fuss-free returns. You get to see all the order information in one place and have

precise visibility of your stock.

Creating Contextual Experiences

Get customers engaged with your products by creating a one-to-one experience that is

relevant every time. With SAP Hybris Customer Experience, you can manage site layout

and content across all channels and create highly personalized experiences for your

customers. Use our modern merchandising tool as well as historical data and current

behaviors to deliver the personal storefront that drives engagement and transactions.

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SAP Hybris Commerce Search is a powerful option in Hybris cloud to increase sales and

profile for companies. If a company provides poorly organized search results, usability

problems and results in loss of sales. Using Commerce search, companies can easily

promote their products and product categories by driving from the Commerce Search

Results. This in turn improves the customer’s shopping experience and hence improves the margin and sales for companies.

Using the Keyword Search Option

SAP Hybris also provides keyword suggestion options to help users to easily search and

spell their products.

If a user wrongly spells a product, it also provides spell check to enter the right word in

the search option.

SAP Hybris Search capability provides a free-text search option to locate a specific product and showing relevant results.

SAP Hybris also provides a feature in the Search Capability like – Synonyms and Stop Words to improve the search results.

SAP Hybris Commerce feature provides a parametric search that displays the closest match, if there is no exact match found for customer inputs.

SAP Hybris supports advanced search features like Collapsing, Geospatial Search,

etc.

SAP Hybris also supports update of search results with automatic updates through real-time synchronization.

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In the following screenshot, you can see how SAP Hybris helps the customer with amazing

search capabilities and helps the customer to explore content of a website with fewer

mouse clicks.

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With the use of advanced personalization module of SAP Hybris, companies can offer the

right product to the right customers at the right time. This helps companies to raise their

conversion rate. According to a survey, more than 50% of customers receive wrong products when they do shopping online.

With the use of Hybris Advance Personalization module, companies can collect customer

information from different sources and provide customers with an amazing customized/personalized shopping experience, which results in increased sales and profit.

The SAP Hybris Advance Personalization is a part of the WCMS (Web Content

Management System). Advanced Personalization is achieved using the BTG rules. Following are the four types of BTG rules –

Order Rules

Cart Rules

Customer Rules

Website Rules

The following personalization experience can be considered using SAP Hybris Advance Personalization:

Example 1: Let us assume that a consumer browses a product on a multi-channel e-

commerce website and adds products worth $2000 to the Cart. Now, consider a

personalization scenario, where the customer gets a message, if the shopping cart value

is greater than 1800$, then he can spend additional 300$ with no cost. This is one of the example of advance personalization in E-Commerce.

Example 2: Another Personalization scenario is, when a customer selected a product on

an e-commerce website and a pop-up message appears showing product accessories that can be added to the shopping cart along with the selected product.

Example 3: Personalization example is where a customer logged into his account and a

particular product line has been displayed to him on the arrival page.

Example 4: Another Personalization example is where a customer has browsed a site

from his/her laptop and E-Commerce site identifies customer IP address and displays a particular site page to the customer.

The following illustration shows a good example of SAP Hybris Personalization Module. It

shows the buying history of the customer and the Top Recommendations with that

particular product.

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The following image shows how Targeting rules are created and how information is captured from different sources.

Targeting the rules in an Advance Personalization scenario can include the following rule types:

You can use different types of rules as per the different scenarios based on the order

details, card type and other personalized data, which is available for the customers.

Advanced Personalization provides flexible individual rules to meet different scenarios.

Hybris Advance Personalization module provides an easy way to integrate custom rule

types with Hybris e-Commerce platform.

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In today’s market, it is required that companies provide the customers with an easy to

pay options, when their order is ready. If the payment method is complex in nature, the

customers will not come back and companies can lose their potential buyers.

The SAP Hybris Payment Module provides an easy to use and integrated payment

method of their choice to the customers. Following are the key features of the Hybris Payment Module:

Remove payment complexity and allow the customers to connect to multiple PSP’s.

It provides the customers with multiple payment options and easy integration into the Hybris system.

Provides a secure payment gateway between e-Commerce site, customer and payment processing channel.

Centralized processing of all the payment channels.

Using the SAP Hybris Payment Module, you can create PSP adapters to integrate external

Payment systems into the Hybris E-Commerce platform. The Hybris Payment Module

allows the customer to connect to any payment method and to use its features and

capabilities. Using the Payment Module, customers can use any secure payment transfers

to place orders on e-commerce websites like Credit Cards – Visa and Master cards and

other card types as well.

By using a Payment Service Provider that is an embedded feature provided by the Hybris System, users can make payment without redirecting to external payment gateways.

Following are the key benefits that can be achieved by using the SAP Hybris Payment Module:

Hybris PSP’s allows customers to make payments easily, hence making the

payment process much simpler and reducing the cost by allowing connection to

commonly used Payment Service Providers.

By using flexible payment options, the payment process is simplified and the customer can select from the payment method that best suits their requirement.

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Using the Hybris Payment Module, customers can immediately authenticate

payments using the payment validation method on the website. Payments are more

secure and it does not involve any redirection to external PSP’s.

Hybris Payment Module provides a centralized mechanism for the payment

processing for multiple channels.

By using the centralized single payment system, e-commerce websites can increase their sales and hence their net profit is higher.

In the following screenshot, you can see an example of an integrated Hybris Payment Module, where the payment is made using a Payment Service Provider (PSP).

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The SAP Hybris Promotion Module is used to increase sales and to integrate with online

stores to win new customers. By using this module, business users can create new flexible,

dynamic promotions without needing any expertise. This promotion module provides

various predefined promotion templates and promotion rule builders to define a set of conditions.

Following are the key components of the SAP Hybris Promotion Module:

Promotion Templates

Promotion Rule Builder

Priority Order

Promotion Contextual Messages

Coupon codes generation and management

Let us discuss each of these in detail.

Promotion Templates

The Hybris Promotion Module provides inbuilt different promotion templates that can be

used by an organization to boost their sale. Promotion modules comes with customizable

sample promotions, which cover the most common promotion requirements that are suitable for B2C and B2B e-commerce businesses.

Promotion Rule Builder

Using the Promotion Rule Builder, business users can apply a different set of conditions

and actions. This can be used to create different complex promotions as per different scenarios.

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In the above image, you can see a graphical user interface of the Promotion Rule Builder.

In the central pane, business users can drag different conditions and define actions for

each condition. On the right hand side, you can see the available conditions to be added to the Promotion rules.

Priority Builder

This option can be used to define order of execution for different promotion rules. When

multiple promotions are applied on the same set of product, business users can use priority builder to define order in which promotions will be executed.

Promotion Contextual Messages

The SAP Hybris Promotion Module provides contextual messages to customers that can be

configured to display messages to the customer – like products qualified as per the

promotion rules and corresponding actions for those promotions.

Coupon Code Generation and Management

With the use of SAP Hybris Promotion Module, business users can generate auto-generated

or manual coupon. By using the Promotion Builder, these coupons can be distributed to customers for redemption in different promotions.

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SAP Hybris Subscription module is developed to integrate with subscription billing system

and hence provides improved customer acquisition rate and less operational overhead.

The SAP Hybris Subscription module was built to provide subscription based support for different pricing and product related promotions.

By using the SAP Hybris Subscription module for e-commerce, business users can setup

and manage subscription terms and conditions in the backend UI. While creating a subscription plan, users can opt from the following fields:

Subscription Terms and Conditions

Subscription Price Plans

Included Entitlements

The subscription terms and conditions allows the customers to select from different terms

that are available for the customer. Customers can select subscription terms like – 12

months contract monthly billing, 24 months contract yearly billing, lifetime subscription

plan, etc. Subscription Price plans provide customers with options to select from different plan types – Premium, Platinum, Gold, etc.

Included Entitlement option is used to mention all the services that the customer will avail

as a part of the selected price plan. It includes services like – Access to Print Edition,

Weekly Blogs, Monthly Newsletters, etc.

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Business users can also check Subscription plan details by going to the Edit Subscription Price Plan option. It tells about the following features:

Price Plan Status

Basic

Charges-Recurring/One time/Usage based

Subscription Type, etc.

In the following illustration, you can see the above options that are available under the Edit Subscription Price Plan option.

Following are the key advantages of the SAP Hybris Subscription plan:

Customers are provided with personalized pricing based on their profile with e-commerce companies.

Customers can opt for a combination of different subscription plans – one time or recurring or usage based as per their requirement

Different Price Plans are supported based on customer requirements – Premium,

Platinum, Gold Package, etc.

Using the Subscription Billing Gateway, complex bundle of subscription charges can

be processed for enrolled customers easily, by the use of secure payment methods.

Support integration with third party billing systems using subscription based billing.

In the next chapter, we will discuss regarding the order management overview in SAP Hybris.

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When customers log into an e-commerce site, it is expected to provide quick delivery, easy

returns and other flexible options, while placing an order. The SAP Hybris Order

Management module provides an easy way to e-commerce companies that allow

customers to build, view and return orders using a centralized system with complete flexibility.

With SAP Hybris Order Management module, customers experience an exceptional ordering experience, flexible pickup and order fulfillment options for all the channels.

http://www.hybris.com/en/products/commerce/order-management

Order Management Module

The SAP Hybris product site covers the following features under the Order Management Module:

Customers can choose to collect their purchases in store or have them delivered,

with the same flexibility for returns.

Shows stock availability across all channels in real time, so the customers will not be disappointed.

An intuitive user interface makes it easy for business users to manage the fulfillment process.

Gain a single view of inventory across your entire organization and optimize stock, sourcing and allocation rules.

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SAP Hybris Order Management module helps an organization to streamline your order

processes across all the channels. E-commerce companies can fetch all the details related

to demand, inventory and order supply using a single interface. Hybris Order Management

cockpit is one of the key features under the Hybris Order Management module that helps

organizations to manage stocks easily using one interface each of inventory and supply

management.

The following screenshot describes the Order Management cockpit that provides all the

details related to Orders, Inventory, Supply and Imports.

Different search options are available under each category, where users can search for all

the orders – for Delivery, pickup or list of all orders available in the Order Management System.

Business users can select any of the order in the search list and check further details in

Order Management cockpit.

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Order Management Service

SAP Hybris Commerce Order Management service solution allows a company to streamline

their order process across all channels. We have already covered all the key points related

to Hybris Order Management service in the previous chapter. Using Hybris Order

Management Service solution, companies can view demand, inventory and supply globally using the Order Management cockpit.

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The SAP Hybris Customer Service module provides an easy way to resolve customer

problems quickly and deliver highly personalized customer service with improved customer

satisfaction and increased revenue. When a customer logs to an e-commerce website and

gets a weak customer service, it can result customers moving to other websites without completing the order.

To the retail customers, the company should provide an efficient service including call

centers, chat, email and even web-enabled customer self-service. These customer service

points should share correct information quickly and resolve customer queries on priority.

SAP Hybris Customer Service module provides Customer Service Agents with an easier

and quicker access to information that they can use to resolve customer queries. A CSA

module can also be used by agents to place a new order, modify previously placed orders,

placing partial orders, make payment, cancel payment, raise return requests and even to

process order refunds for customers. The CSA (customer service associate) module also

assists the customers by providing an option to the CSA to manage customer profiles and their personal information in their account for e-commerce shopping.

The Customer Service module provides the following information to the customers:

Personal Details

Customer Orders

Customer Addresses

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It is also possible to customize the Hybris Customer Service Module as per the business

requirements and hence can change the Customer Service Experience to successful Sales

platform, which results in increased revenue for the e-commerce companies.

The following screenshot describes the cart management that a CSA can provide to the

customers as a part of the Customer Service module. They can perform search as per the

customer requirements, add products to the shopping cart and see all the promotions and the offers that a customer can see in their account.

CSM – Key Features

Following are the key features covered using SAP Hybris Customer Service Module (CSM):

Customer Management

Using SAP Hybris module, CSA’s can perform search for customers, can edit customer profiles and their personal information like DOB, Age, Current Address, etc.

A CSA module provides simple UI based application to create payment for customer and manage other details related to the customer orders.

Connect to Phone Devices

The system identifies the customer’s phone number and directs the CSA to the Customer

Detail page.

Integration

By using the SAP Hybris Customer Service Module, it is also possible to integrate chat

service with the e-commerce website for better customer management.

Self Service

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Self-service has the following features:

The SAP Hybris CSA module allows customers to check their order status.

Customers can raise queries with CSA’s and manage their queries as well.

Better customer experience by providing features like payment refund, edit or cancel orders.

Let us understand the assisted services module of SAP Hybris in the next chapter.

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SAP Hybris Assisted Services Module (ASM) assists the customer during the buying process

using the same storefront across the Omni-channel. The Hybris ASM module connects the

customer with customer support and assists them in completing their order.

The ASM acts as an interface between SAP Hybris Commerce, SAP CRM and SAP

Hybris C4C Solution and hence allowing Customer Support Agents to pick customer’s online storefronts from CRM or C4C solution.

Using the ASM module, tickets are synchronized between SAP Hybris Commerce and SAP

Cloud for Customer solution. Hence, it provides an easy resolution of all the tickets. The

SAP ASM also provides Customer Support Agents to take over the session from the customers to provide real time assistance and support.

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The following benefits can be achieved using the SAP Assisted Service module:

The CSA agents can easily search for a customer’s account and session to support.

The support agents can assign any cart to any of the customer.

Support agents can also create a new customer account for any customer on his/her request.

Extended sale support for customers by providing assistance to add products to customer shopping carts, completing orders, etc.

In the next chapter, we will discuss the role of marketing in SAP Hybris.

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SAP Hybris Marketing is one of the key modules of Hybris product suite, which targets

enrolling customers on e-commerce websites by creating dynamic profiles and by

providing real time exceptional shopping experience. This results in an increase in the conversion rate and gains the customer’s loyalty.

Hybris Marketing provides an individualized, contextual marketing experience to the

customers. Contextual Marketing is a personalized marketing scenario, which involves the following three types of customer information:

Past Interactions and Historical Transactions

Predictive Analytics

In-moment context

The SAP Hybris Marketing Cloud brings together tools that allow you to understand and

engage with your customers in real time and on all channels like never before. Hybris

Marketing contains following nine products:

Hybris Marketing Segmentation

Hybris Marketing Data Management

Hybris Marketing Recommendation

Hybris Marketing Convert

Hybris Marketing Acquisition

Hybris Marketing Loyalty

Hybris Marketing Planning

Hybris Marketing Orchestration

Hybris Marketing Insights

As per a recent report by Gartner (www.gartner.com) – SAP Hybris has been positioned

as a leader in the 2017 Gartner for Multichannel Campaign Management Magic

Quadrant Report. SAP Hybris Marketing Cloud suite focuses on customer journey management and execution across marketing and advertising channels.

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Following is the product link on the Hybris site: http://www.hybris.com/en/products/marketing

This page also provides a 30-day free trial for SAP Hybris Marketing Cloud. To enroll for the trial version, click on the “Sign up now” option.

Once you click on the Sign up now option, you will be landing onto the following page. It

gives you a brief introduction about SAP Hybris Marketing Cloud. To get started with the FREE TRIAL, click on the yellow "GET IT" button and then sign up immediately.

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When you click on the GET IT button, it will open the following login page of SAP Cloud Appliance Library CAL.

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We can now further proceed by using the SAP Partner Id and password and it will open the SAP Hybris Marketing Cloud trial.

If you want to learn more about SAP Hybris Cloud, you can navigate to the Trial Center

option. Once you click on the Trial Center, the following page will open. To access the SAP

Marketing Cloud open courses or to access Startup guides on Marketing, we need to navigate to the SAP Learning Corner.

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SAP Hybris Billing provides flexible different options to the customer for automating the

invoice process. SAP Hybris Billing provides an automated way of managing billing and

ordering processes from the cloud.

Following are the key features covered under the SAP Hybris Billing/Revenue capability:

Order and Contract Lifecycle Management

Quote to cash capabilities

Managing Revenue/Billing for subscription

Easy integration of Revenue with Sales, service and Marketing solution

Order Orchestration

SAP Hybris Leading Edge public cloud platform

Following is the link to the SAP Hybris Revenue product site –

http://www.hybris.com/en/products/billing/revenue-cloud

Following are the key features of SAP Hybris Billing module:

SAP Hybris Billing provides a combination of multiple billing streams and allows to bill to a single invoice.

SAP Hybris Billing allows revenue sharing agreements for different channels.

SAP Hybris Billing provides subscription billing for different charge types like one

time or recurring.

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SAP Hybris Billing includes support for complex discounting including invoice level discount and customer level discounts.

Hybris Billing supports full revenue management practices.

In the following screenshot, you can see the subscription based billing for SAP Hybris Billing module and payment type is recurring.

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SAP Cloud for customer (C4C) is a cloud solution to manage Customer Sales, Customer

Service and Marketing Activities efficiently and is one of the key SAP Solution to

Manage Customer Relationship.

SAP C4C is based on the following individual products –

SAP Cloud for Sales

SAP Cloud for Marketing

SAP Cloud for Social Engagement

SAP Cloud for Service

Following are the key objectives of SAP Cloud for Customer −

Relationships

Collaboration

Insight

Business Processes

Following are some interesting facts about SAP C4C −

SAP Cloud for Customer solution is available from June 20, 2011.

SAP C4C is available in 19 languages as on May 2015.

You can easily integrate C4C solution to SAP ECC, CRM and Outlook using SAP NW

Process Integration or SAP HANA Cloud Integration HCI for standard scenarios.

SAP C4C is a new product of SAP based on SaaS (software as a service), PaaS (Platform as a service) and IaaS (Infrastructure as a service).

SAP C4C connecters are available for popular middleware like Dell Boomi for Cloud Integration, Informatica, MuleSoft for Application Integration, etc.

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SAP C4C vs On Premise

The following illustration describes the key differences between Cloud for Customer and on premise solution:

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In SAP Hybris C4C, a sales cycle consists of all key activities under the Sales process such as:

Sales Order

Sales Quotes

Sales Lead

Let us first understand how to create Sales Quotes.

Sales quotes are used to offer products to the customers as per specific terms and fixed

conditions. A sales quote bounds the seller to sell products for a specific period of time and price. Sales agents are responsible for the creation of a sales quote in a company.

Create a Sales Quote

We should follow the steps given below to create a sales quote.

Step 1: Navigate to the Sales work center Sales Quotes.

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Step 2: Click New to enter account/customer data for creating sales quotes. Once you enter all the details, click on Save.

Step 3: In the next window, under the Products tab, click Add. You can add the product that you are selling to the customer in this tab.

Step 4: Go to the Involved Parties tab, you can add all the parties involved to execute the

transactions such as – bill to party, ship to party, sold to party, etc.

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Step 5: Go to the Sales Document. You can get the details of all the sales documents

(sales quotes, sales order, etc.) that are related to this sales quote. If your sales quote is

created with a reference to some other sales document, you can see the details in this tab.

Step 6: Go to the Attachment tab, you can attach any other external documents. Go to

the Approval tab, you can see the approval processes like – approval required from senior to process this sales quote, etc.

You can also see the status here, which can be – pending, approved, rejected, etc.

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Step 7: Navigate to the Activities tab. Create activities related to the sales representative like create an appointment through phone calls, e-mails, etc.

Step 8: Under the Changes tab, click on Go. You can see all the changes made in this

sales quote by all the users at different times on these sales quotes. You can get to know

what all changes have been made to this sales quote.

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In SAP Hybris Cloud for Customer, service level defines the time when a ticket for a

customer must be responded and completed. Service levels help the organizations define

objectives for handling customer messages. Using these, you can measure the performance and the quality of your customer service.

Service levels also help to define new rules as per the ticket category and description

whenever a new customer message comes in the C4C system. Using service levels, a

system can determine the service level based on those rules and then based on that

service level, the initial response and completion due time points are calculated.

Create a Service Level

To create a service level, let us follow the steps given below.

Step 1: To define Service Levels, go to Administrator Service and Social.

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Step 2: Click on Service Level in the next window that opens.

Step 3: Click New and select the Service Level.

Step 4: Click the General tab. Enter the Service level Name, Service Level ID and Description.

To create a new service level, you must provide a Service Level Name, and a Service Level

ID. You can also provide an optional service level Description.

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Step 5: Navigate to the next tab Reaction Times. In this section, you define the time

when the service agent responds to the ticket. This time depends on the SLAs (Service

Level Agreement) signed with the customer and with the ticket priority and type of customer.

Example: High priority ticket will have low response time or high-end customers have low

response time. It means, the ticket related to these customers will respond faster when compared to other tickets.

To create a milestone, click Add Row and choose the type of milestone. Select Alert When

Overdue, if you want the system to send an automatic alert to the responsible person, when the target milestone-time point is exceeded.

Click on Add Row. Select the milestone as per the business requirement and then click on

Alert When Overdue. When you select this option, the system will send an alert to the service agent. Select the required milestones.

To enter the reaction time for all the milestones, go to Details for milestone Add Row.

Repeat this process for all the above milestones. Select the milestones one by one and

then enter the reaction time for these milestones.

To assign a service to the selected milestone (in the Milestones table) click on Add Row.

Choose the Type of Service, the Priority and enter the timer (Net Labor Time) duration. Add a row for all the available priorities for each type of service selected.

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Step 6: Navigate to Operating Hours tab. Operating hour is the working hour of the service agent, i.e., from what time to what time an agent is available.

Select the working day calendar. Enter the days of the week of working of a service agent.

Click Add Row and then select the checkboxes for the required days of the week. Enter

the time ranges. Click on Add Row and enter the start time and the end time of the working hours of the service agent.

Step 7: Navigate to the Changes tab. You can see all the changes that you made in the

SLA over the time. Select different available criteria and click on the Go button. To display

or refresh the change history, specify the required filter criteria and click on the ‘Go’ button.

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Many companies has an On-premise solution that contains master data, customer and

product information as well as the pricing data. Details from the SAP ECC system is

required when opportunities are won and a sales order is generated.

Following are the key reasons why an integration is required with SAP ERP and CRM

system:

To provide an organization level solution for all sales, marketing and service activities including all subsidiaries, sales offices.

Many companies prefer a SAP Cloud solution for customer user experience that

helps sales representatives to provide outstanding customer experience and SAP CRM as a backend system to support key activities.

An organization wants to extend the existing CRM platform to new users.

The SAP CRM system is up and running smoothly, but the company wants to switch

over to cloud solution for managing new deployments and releases.

To replace the existing cloud SFA solutions with SAP Cloud for Customer.

SAP provides standard integration scenarios for integration with SAP ERP and SAP CRM. Integration with ERP and CRM is very common.

Integration with ERP

Two common integration scenarios that are prepacked with cloud solution are −

SAP NetWeaver Process Integrator.

SAP HANA Cloud Integration HCI

SAP HANA Cloud Integration is SAP’s Cloud middleware that can be used for Integration.

It is a cloud option of the customers, who do not currently have an integration middleware.

The integration middleware enables the customization of the integration as well as design of new integration scenarios.

Creating Communication System in SAP Hybris Cloud for Customer

To create a communication system in SAP Hybris Cloud for customers, let us follow the

steps given below.

Step 1: Navigate to Administration work center Communication System New.

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Step 2: Enter ID, system access type and system Instance ID. Enter other fields as per

the requirement. Select SAP Business Suit, if you are creating communication system for integrating SAP on the premise system (SAP ECC or SAP CRM) with SAP C4C.

Enter Business System Id, IDOC logical Systems Id, SAP Client, Preferred application

protocol. These are On-premise data. Therefore, we need to get this information from the

On-premise system to enter here. Click on Save.

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Step 3: The next step is to enter the details in the Communication Arrangements.

Step 4: Click on the ‘New’ button as shown in the following screenshot.

Step 5: A new window “New Communication Arrangement” will open. You need to select

the communication scenario from the list as per the requirement. You have to select an

account, as you want to replicate accounts from the On-premise system to SAP C4C

system.

Under the Select Scenarios tab, select the communications scenario for which you want to

create a communication arrangement and then click on Next. Based on the communication

scenario you selected, the system presets the fields in the next steps with default values. You can change the values, if necessary.

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Step 6: Under Define Business Data tab, select System Instance ID. Click Value selection.

If you have selected a B2B scenario, enter the ID of the business partner and select the

associated Identification type. Select the communication system that we have created from the list and click on Next.

Step 7: In the Define Technical Data step, define the technical settings for inbound and outbound communication. Enter the application method and Authentication Method click

on Next.

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Step 8: In the Review step, review the data you entered in the previous steps. To ensure that all data is correct, click Check Completeness.

To create and activate your communication arrangement in the system, click on Finish.

You can also save an inactive version of the communication arrangement by clicking Save as Draft.

You can also create a new communication scenario by going to the Administrator work center Communication Scenario.

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As a part of the SAP C4C, there are various activities, which you need to perform under project implementation. We will discuss some of the key activities here.

Preparation Phase

The first step in implementation is preparing the system. This includes creating system

administrator for implementation, scoping of C4C system, defining migration strategies for

data from On-premise to Cloud System, etc.

Fine-tuning

As per the scope of project, fine-tuning involves performing customization in SAP ECC

On-premise system to perform configuration and setup your customizing as per the project

scope. It includes creating users and business roles, defining organization structure and management rules, etc.

Data Migration and Integration

Data Migration and Integration includes performing manual data migration by using the

default templates based cloud system. In case of integration being in scope, then perform

initial data load from On-premise source system to cloud system.

Test

In the Test phase, you perform Unit, Regression, Data test, etc.

Go Live

Go Live work center includes activities like user enablement. SAP C4C administrator is

enabled who takes care of the day-to-day operation and supports activities before it goes live. Once this is done, you can set the system to Live.

Project Implementation in SAP C4C

To implement a project in SAP C4C, follow the steps given below −

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Step 1: Go to Business Configuration work center Implementation Project.

Step 2: Click the New tab to start implementing a new project. As a project already exists, click Edit Project Scope to see the steps in implementation.

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The Cloud Application Studio is a cloud based Software Development Kit (SDK) that allows

SAP customers to enhance the features of SAP Cloud Solutions – SAP Hybris Cloud for

Customer and SAP Business by Design application.

The SAP Cloud Application Studio is used to extend the underlying SAP Cloud solution to

meet customer specific requirements, legal requirements or industry specific best practices.

Following are the key features provided by the SAP Cloud Application Studio:

Integrated Development Environment (IDE)

UI Designer for new UI’s

Web Services

Extensibility

Integrated Add on lifecycle

SAP Store Publish option

Integrated Development Environment

The Cloud Application Studio is based on a local integrated development environment

(IDE), which provides access to all the tools that are required to create or extend the features of SAP Cloud based applications.

Provides access to all the tools that you need to create and enhance the functionality of the SAP standard cloud solutions.

29. SAP Hybris – Cloud Applications Studio

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Using IDE, developers can manage the entire lifecycle of the customer-specific solutions, including development, testing and assembly.

Easy programming of custom applications.

In the next chapter, we will discuss regarding security and user management in SAP Hybris.

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In SAP Hybris C4C, user management deals with maintaining the employee records in a

system and creation of users and business roles. As per the business roles, you can assign

different access rights and data restrictions to the users.

Create an Employee

To create an employee in the Hybris C4C system, follow the steps given below.

Step 1: Open Silverlight UI, go to Administrator click Employees.

A new window opens.

Step 2: To create a new employee, click New Employee.

30. SAP Hybris – Security and User Management

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Step 3: Enter all the fields in the New Employee page like Name, Gender, Preferred Language, Validity, Organizational Data, Address, etc.

Step 4: Click on the Save button as shown in the following screenshot.

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Q1. What do you understand by SAP Hybris Cloud for Customer?

Answer: SAP Hybris is a family of product from a German company Hybris, which sells

e-Commerce, Marketing, Sales and Service and Product Content Management Software.

SAP Hybris provides a solution that helps organization to cut cost, save time, reduce

complexity and require less focus to achieve excellent customer experience. The following product comes under the SAP Product Family:

Commerce

Marketing

Revenue (Billing)

Sales

Service

Hybris as a Service (YaaS)

Q2. What are the capabilities of SAP Hybris Product e-commerce?

Answer: Hybris product site covers the following capabilities of SAP Hybris Product for e-commerce:

http://www.hybris.com/en/products/commerce

B2C Commerce

B2C Commerce

Product Content and Catalog Management

Omni-Channel Fulfillment

Creating Contextual Experiences

Q3. What are the capabilities covered under SAP Hybris Cloud for Revenue?

Answer: The following capabilities are covered in SAP Hybris cloud for Revenue.

Revenue in cloud

Subscription Order Management

Responsive Quality Control

Agile Charging

Invoicing

Versatile Document Management

Customer Financial Management

Consolidated Billing

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Q4. What are the capabilities for SAP Hybris Cloud for Customer Sales?

Answer: The following capabilities are covered in SAP C4C Sales solution.

Sales Force Automation

Sales Performance Management

Retail Execution

Q5. What is the difference between SAP C4C vs SAP Hybris Product family?

Answer: SAP Cloud for Customer C4C is a SAP Cloud based CRM based management

solution and is different from traditional SAP CRM on premise set up. SAP C4C provides

best CRM based Sales, Service and Marketing practices including options to access it

mobile devices. In April last year, SAP has renamed their Cloud for Customer solution as SAP Hybris Cloud for Customer.

SAP Hybris is different from SAP Hybris Cloud for Customer in sense that it offers product

for Commerce, Billing or Revenue, Sales, Service and Marketing and SAP Hybris Marketing is very different from Hybris Commerce.

SAP Hybris Product family contains following distinct products named as –

Hybris Commerce

Hybris Revenue or Billing

Hybris Cloud for Customer for Sales

Hybris Cloud for Customer for Service

Hybris Marketing

Q6.What do you understand by SAP Hybris Accelerator concept?

Answer: SAP Hybris Commerce Accelerator provide organizations with ready-to-use Omni-

channel commerce solution with storefront templates and business tools that allows organization to create an exceptional customer experience.

When a new project is started, it includes everything working ready for you to rebrand

and customize as needed. SAP Hybris Accelerator is designed to provide the platform and

architecture of SAP Hybris Commerce that helps in reducing cost of ownership and speed

up the implementation process.

SAP Hybris Commerce Accelerator is available for B2B, B2C, Financial services and other

marketing types and sites are available with market specific capabilities and expected features for each market type.

Q7. What is the use of Hybris Management Console (HMC)?

Answer: HMC or Backoffice provides a single user interface to manage any kind of data. It can be used to access stores, sites, products, users, companies and catalogs.

Q8. What do you understand by Hybris Modeling?

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Answer: One of the main feature in Hybris is flexibility to add new objects to global Hybris

Commerce Data model. Hybris data modeling helps organization in maintaining their

database and help to manage database connections and queries. Hybris Type system is used to design data modeling in Hybris.

Q9. What are the different Hybris Modeling techniques?

Answer: Following are the different Hybris modeling techniques.

Items.xml- This file is used for data modeling in Hybris Commerce data model

Item types- This is used to create tables

Relation types- This is used to create relation between tables

Atomic types- Atomic types

Collection types- Collections

Map Types- To define maps

Enum types- To define enums

Q10. What do you understand by Hybris Bundling module? What are the advantages?

Answer: A Bundling module in SAP Hybris is used to address the needs of companies who

sell service bundles and digital products. SAP Hybris provides a tool for configuring, to

manage and sell bundled offerings. The Bundling module provides various benefits in the

e-commerce model:

Using bundling service, organizations can Increase average order value and margin

by bundling content and products.

Bundling module improves conversion rates with personalized and content-rich shopping experience to customers.

It helps Ecommerce organizations to cross-sell physical and digital goods on one commerce platform.

Bundling helps organization in managing and expanding product offerings by transforming complex products into simple, compelling selections for customers.

Easy to use, flexible business tool to manage complex product offerings and

bundling service.

Q11. What is the SAP Hybris Search feature?

Answer: SAP Hybris Commerce Search is a powerful option in Hybris cloud to increase

sales and profile for companies. If a company provides poorly organized search results,

usability problems and results in loss of sales. Using Commerce search, companies can

easily promote their products and product categories by driving from the Commerce search

results. This in turn improves customer-shopping experience and hence improve margin and sales for companies.

Q12. What do you understand by SAP Hybris Workflow and Collaboration module?

Answer: By using Hybris Workflow & Collaboration Module, it is easy for users to easily define workflows and view the workflow status.

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Key Features – Hybris Workflow:

Workflow module can be easily implemented on Hybris platform and you can integrate it with Hybris product cockpit.

With use of Hybris Product Cockpit, users can easily access all workflow entries.

SAP Hybris provides predefined and ad-hoc workflows

It is also possible to trigger workflow using cron-jobs in Hybris platform.

Hybris platform provides flexibility to creating workflow templates.

Users can design human and system based workflows Sequential, parallel or task-dependent workflow execution

Workflow provides Real-time notification via e-Mail to users.

It is also possible to provide user access only relevant to-do’s in workflow list

Q13. How do you create a workflow rule in SAP Hybris?

Answer: To create a workflow rule in SAP Hybris, we should follow the steps given below.

Navigate to Worklist and click on New from workflow rules worklist. You have to enter the following general information:

Mention the Description to identify the rule in the worklist

Next is to select the Business Object- such as opportunity or ticket, to which the rule is to be applied.

Next is to select the Timing for applying the rule- you can select three timing types

to apply to your rule.

o On Create Only

o On Every Save

o Scheduled

When the timing is left blank, the default On Every Save will be automatically applied.

Q14. What are the different BTG rules to achieve SAP Hybris Advanced Personalization?

Answer: SAP Hybris Advance Personalization is part of Web Content Management System

(WCMS). Advance Personalization is achieved using BTG rules. Following are the four types of WCMS –

Order Rules

Cart Rules

Customer Rules

Website Rules

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Q15. What is the use of SAP Hybris Payment module?

Answer: In today’s market, it is required that companies provide customer with easy to

pay options when their order is ready. If payment method is complex in nature, customer will not come back and companies can lose their potential buyers.

SAP Hybris Payment module provides an easy to use and integrated payment method of their choice to customer. Following are the key features of the Hybris Payment module:

Remove payment complexity and allow connecting to multiple PSP’s.

It provides customer with multiple payment options and easy integration to Hybris

system.

Provides a secure payment gateway between E-Commerce site, customer and

payment processing channel.

Centralized processing of all payment channels.

Q16.What do you understand by Hybris Promotion management?

Answer: SAP Hybris Promotion module is used to increase the sales and to integrate with

online stores to win new customers. By using SAP Hybris Promotion module, business

users can create new flexible, dynamic promotions with needing any expertise. Promotion

module provides various predefined promotion templates and promotion rule builders to

define set of conditions.

Q17. What are the different components under the SAP Hybris Promotion module?

Answer: Following are the key components of the SAP Hybris Promotion module:

Promotion Templates

Promotion Rule Builder

Priority Order

Promotion Contextual Messages

Coupon codes generation and management

Q18. What is the use of the SAP Hybris Customer Service module?

Answer: SAP Hybris Customer Service module provides an easy way to resolve customer

problems quicker and deliver highly personalized customer service with improved

customer satisfaction and increased revenue. When a customer logs to an E-Commerce

website, a weak customer service can result customers moving to other sites without

completing the order.

Q19. What do you understand by the SAP Hybris Assisted Service module?

Answer: SAP Hybris Assisted Services Module ASM assists customer at the time of buying

process using same storefront across Omni-channel. Hybris ASM module connects customer with customer support and assist them in completing their order.

The Assisted Service Module acts as an interface between SAP Hybris Commerce, SAP CRM

and SAP Hybris C4C solution and hence allowing Customer Support Agents to pick

customer’s online storefronts from CRM or C4C solution.

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Q20. How do you extend SAP Cloud based applications?

Answer: The Cloud Application Studio is a cloud based software development kit (SDK)

that allows SAP customers to enhance the features of SAP Cloud solutions – SAP Hybris Cloud for Customer and SAP Business by Design application.

The SAP Cloud Application Studio is used to extend the underlying SAP Cloud solution to

meet customer specific requirements, legal requirements or industry specific best

practices.

Q21. What is the use of SAP Hybris Billing module?

Answer: SAP Hybris Billing provides flexible different options to customer for automating

invoice process. SAP Hybris Billing provides an automated way of managing billing and ordering processes from the cloud.

Following are the key features covered under SAP Hybris Billing/Revenue capability:

Order and Contract Lifecycle Management

Quote to cash capabilities

Managing Revenue/Billing for subscription

Easy integration of Revenue with Sales, service and Marketing solution

Order Orchestration

SAP Hybris Leading Edge public cloud platform