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SAP CRM: Web Channel

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Businesses today are becoming increasingly dependent on their online sales, as more customers are choosing to make their purchasing decisions from the comfort of their own homes. Online shopping offers consumers a wealth of benefits that are making this method of shopping more popular and marketers that fail to take these trends into account are making a big mistake. To create an effective online marketing strategy, it is important that marketers better understand why consumers are choosing to do their shopping online, and from this information, helpful strategies can be used to develop an effective online marketing strategy.


Why Marketers Need to Be Concerned with Online Shopping


Each year, more customers are taking their business online rather than spending the time and effort to get to a retail store. Unfortunately, this means greater competition for businesses, as consumers will have access to a wealth of retailers with just a few keystrokes. Online shopping offers the public a variety of great benefits that make it essential for marketers to consider this shopping method when developing their advertising strategy.


Online Shopping is Available 24/7


We are living increasingly busy lives, and marketers have to take advantage of the fact that some people simply don’t have the time to shop in stores during the traditional open hours. Online shopping allows customers to do business anywhere in the world, 24/7. So, if a busy mom isn’t able to get to the store after a long day of working and caring for her children, she can go online to make her purchases at 11:00PM.  Likewise, someone that travels frequently for work, but needs to get make a purchase doesn’t have to worry about working around flight and meeting schedules. Online marketing allows for the ability to sell any product that can be found in a traditional retail store, and time zones, holidays, weekends, and nights won’t be barriers.


Greater Convenience


Consumers are interested in technologies that will make their lives easier. For example, in the business world, web conferencing programs like UberConference are becoming more and more popular because they allow team members from around the world to meet from wherever they are without expensive travel costs. Retailers have followed a similar example, and marketers are using the convenience of online shopping to drive cyber sales.


Online shopping gives consumers’ greater convenience than they would ever enjoy in a traditional retail setting. Shoppers can make their purchases from the comfort of their own home without having to worry about paying for gas, standing in long lines, or dealing with crowded parking lots in order to get to the store. Parents with young children won’t need to worry about getting separated from their little ones, and consumers who may have mobility issues or other limitations won’t need to worry about jeopardizing their health or safety. With just a few clicks of the mouse, shoppers can get exactly what they need and have the items shipped right to their front door.


More Options


Online shopping will give your customers more options and a greater selection when it comes to potential products. They will have the opportunity to compare the prices and reviews of a variety of retailers in order to find the exact item that they are looking for. This is an experience that cannot be easily replicated in a traditional retail environment.


Unfortunately, more choices for customers can be a business nightmare. Customers can easily find another product that better suits their needs or is less expensive at a different online retailer, causing another business to miss out on a sale. For this reason, marketers need to be giving constant attention to their marketing strategies to drive sales and increase their customer base.


Benefits of Online Marketing


Just like online shopping provides benefits to customers, the use of online marketing also offers several advantages to businesses and marketers:


  • Convenience. Consumers are the only people that can enjoy better convenience with the increased prevalence of online shopping. Internet marketing itself is convenient, as marketers can offer services and products around the clock without having to worry about paying staff overtime.


  • Customization. With a variety of resources and tools at your disposal, you can easily customize your marketing messages to reach any audience.


  • Influence. Internet marketing will allow you to reach and influence a much larger audience than traditional commercial promotions. You won’t be restricted to working within a specific geographic region.


Marketing Tactics to Drive Online Sales


After marketers have gotten a better understanding of the benefits of online shopping and why so many consumers are choosing this method for making their purchases, it is important that they take an initiative to market to this group. There are several important strategies that can help to drive online sales:


  • Instill a sense of urgency. Customers have a tendency to respond to urgency and make quick purchase decisions. For example, if you are offering a sale or special promotion, add the text “ends today” to the ad or place a countdown clock in the shopping cart. This can encourage your customers to follow through with a purchase rather than abandoning items in their shopping cart.


  • Use upsells. One of the best ways that you can increase your sales per transaction is to include an upsell strategy in the shopping cart function. Offer accessories or related products at discounted prices, or suggest a more expensive alternative for your customer to choose.


  • Inspire confidence. Shoppers today, especially those within the millennial generation, often rely on peer reviews to make purchasing decisions. Take advantage of this by including customer reviews on your site, as you will reduce purchasing anxiety and drive sales.


Online shopping is only expected to gain in popularity, and because barriers are lower than ever, there’s no reason that marketers shouldn’t be able to increase their cyber sales figures this year. While there are certainly challenges associated with online marketing, there are a variety of resources available to help businesses in order to drive online sales. If you have other tips for what has helped your business to increase your online sales, we’d love to hear from you!


1. Custom WCB is created.

2. Custom  Main is created



Check-out the DCs - module: main and with parts: ui, md from  the track: SAP-WCE


Create a new custom  extension for main with namespace:customer.




In UI Part of Customer Namespace, you need to change the following:


In customer/main/ui:

                    Add menu name you want to add here in menuConfig.xml



<MenuConfiguration xmlns:wec="com.sap.wec.core.config">
<Menu name="contactus" navigation="toContactUs" order = "4000" description="main.ui.header.contactus.menu" />
<MenuMapping moduleMenuName="main:highlightContactUs" menuName= "contactus"/>




               Add the following to your customer/main/ui ->ui-repository.xml



<UIRepository xmlns="http://www.sap.com/wec/frw/tc/ui/runtime/ui-repository"
 <Page defaultLayout="1column" name="contactUsPage" contentArea="contentContactUs"
  extends="basePage" ownLayoutUsed="true" menu="highlightContactUs">
  <Layout name="1column" />
  <Area defaultInclude="contactUs" name="contentContactUs" />
 <UIInclude name="contactUs" />
<NavigationTarget name="toContactUs"  targetComposition="Page:contactUsPage" />

Dear community members,

This compendium gives an overview about the integration of the SAP Hybris Commerce Platform with SAP solutions, and provides helpful links and guides.


Please note:

Most of the hybris/SAP integration content described below is part of the hybris product portfolio. Therefore the online documentation, feature description, product details etc. are located in the Hybris WIKI (registration required, access might be restricted).

NEW However, as SAP customer you can download a comprehensive PDF presentation about the hybris/SAP integration from SAP Service Marketplace (as of Hybris Commerce 5.5).


    By release





The company hybris joined the SAP group in August 2013. In October 2013 SAP announced to discontinue its own SAP WebChannel Experience Management solution to solely focus on boosting hybris’ Commerce Suite. For hybris 5.1, just four months after the acquisition, SAP described the integration with SAP ERP in a RDS package documentation.





hybris 5.2

In July 2014, hybris 5.2 provided the integration with external procurement solutions.

The so-called hybris B2B PunchOut Service provides an easy configuration point for suppliers to integrate with third-party procurement systems and feed catalogs and product content to these systems on a request basis. This enables B2B buyers to access the full product catalog and shop within their preferred procurement system environment.

The hybris B2B PunchOut Accelerator offers a built-in access to the ARIBA network.

Check the hybris PunchOut Factsheet.





hybris 5.3

Back in Sept 2014, hybris 5.3 provided a deep integration between hybris Commerce Suite as a front end and SAP ERP as back end, introducing a new SAP extension. This integration makes it possible to reuse the master data available in SAP ERP, which are transferred as XML idocs via http using the hybris DataHub for the asynchronous transfer of master data, prices, stock information, as well as order documents and order status.

Here a list of standard idocs used (as of hybris Commerce 5.4)



hybris 5.3 contains a built-in Order Management integration with SAP ERP. Orders are either created in hybris (asynchronous and hybrid scenario), or directly in SAP ERP (synchronous scenario) using SAP’s Lean Order Management interface. Real-time connections to SAP ERP are performed synchronously via JCo-RFC connections calling SAP RFC Function Modules. The hybris Management Console (hMC) provides built-in settings to configure the preferred scenario, SAP ERP backend destination, RFC functional calls etc.

27-11-2015 13-39-42.png


Integrated in the hybris/ERP Order Management scenarios SAP Configure, Price, and Quote for Product Configuration provides a comprehensive solution to manage personalized and customizable products in and with hybris Commerce Suite. As a pillar of the SAP Configure, Price, and Quote (CPQ) solution, it allows you to expose capabilities of SAP ERP Variant and Product Configuration to your hybris online store customers. At the same time, it allows you to hide any complexity that is not relevant for the online store. Online store customers can configure these products interactively, and then order them.


No additional hardware is required in order to use SAP CPQ, as the configuration knowledge base with the configuration models is replicated from ERP database to the hybris database server as a second instance, which is independent from the hybris DB instance. So it sits there in parallel. The configuration engine is the "CPQ engine", a JAVA based application that is installed on the hybris application server in parallel to the hybris application. hybris and CPQ engine communicate via JCO. During a product configuration by a user, the hybris application calls the CPQ engine via JCO, which provides the configuration options. The UI rendering however happens in hybris. So there is only one common UI for webshop and configuration part.

Please note that SAP CPQ requires an additional software license to make use of the product variant configuration, as well as an SAP ERP software solution package (SAP CPQ Product Config 2.x) which can be downloaded separately from the SAP Software Download Center.


20-11-2015 10-49-18.png


Important to all SAP customers to know, the hybris software shipment includes all SAP ERP integration capabilities, which is part of the hybris software. Unless you are not using SAP CPQ for product configuration, there is no additional package required in SAP ERP.


hybris 5.3 also provides an integration with SAP Customer Activity Repository (= CAR), a solution for SAP’s retail customers, where all customer activities are tracked. When SAP Customer Activity Repository (SAP CAR) is part of your system landscape, you can provide B2C customers with a more complete view of their purchase history. When customers access their order history in the online store, they can view not only orders made in the online store and other hybris channels, but also see their point-of-sale (POS) transactions.


When SAP hybris Marketing (formerly SAP Customer Engagement Intelligence) is part of your system landscape, you can offer your customers personalized shopping experiences by integrating and leveraging the results of the advanced customer segmentation capabilities with the hybris WCMS. The data needed in SAP hybris Marketing Segmentation comes from hybris Commerce Suite via SAP ERP, for customer-related and order-related information created in hybris, but optionally also from other sources like CAR (including POS data), Loyalty Management and CRM solution(s), Social Media platforms, geo-based data sources (e.g. Nielsen), … The extensive information of customer data, transactions and (social) interactions in the HANA based SAP hybris Marketing provides an ultimate 360 degrees view of the customer allowing best-in-class personalized marketing addressing.

This in total makes hybris 5.3 the first major release for SAP customers to go for.

SAP release requirements are found in the hybris WIKI.





hybris 5.4 (RTC on Dec 4, 2014, see product page in hybris WIKI).

Among generic hybris features, hybris 5.4 provides new SAP integration capabilities like the integration of the personalized product recommendations based on SAP hybris Marketing Recommendation (formerly known as Product Recommendation Intelligence), as well as important round offs of the extensive SAP integration content shipped in the former release.


For SAP customers hybris 5.4 supports

  • Integration with SAP hybris Marketing for personalized product recommendations
  • Watch the video on hybris 5.4 Product Information page
  • Handling of pre-configured product variants
  • Ordering of configurable products
  • Customer Self-Service and customer data change
  • Material classification data seamlessly integrated with hybris
  • Cart handling between sessions and planned backend down times (synchronous scenario)
  • Support of group conditions
  • Maintain and display commerce-specific information for configurable products


The comprehensive description of hybris 5.4 based SAP integration features is found in the hybris-SAP Knowledge part of the hybris WIKI.





hybris 5.5 (RTC on March 11 2015, see product page in hybris WIKI)

On March 11, 2015, hybris 5.5 was shipped. As in the former release, it contains both new capabilities as well as important round-off content.


hybris 5.5 provides important generic SAP integration features, like

  • Transfer of taxation information
  • Conversion of Base UoM
  • Definition of an SAP base store
  • Live ATP check via synchronous RFC call
  • Pricing scales via synchronous RFC call
  • Significant hybris DataHub performance increase





hybris 5.5.1 (RTC in April  2015, see product page in hybris WIKI)

This realease provided genuine hybris improvements, but from an SAP integration perpective the changes are only documentation:Instructions for extending SAP Data Hub extensions are now available, see Data Hub - Extensibility Guide.

However, hybris 5.5.1 is the first release supporting Java 8, Spring 4.1 and other latest technical framework releases. Please note that Java 7 is no longer supported with 5.5.1!





hybris 5.6 (RTC on August 4, 2015, see product page in hybris WIKI)

Asynchronous B2C and Synchronous B2B scenario can run in parallel on a single hybris instance. This capability was further extended in 5.7, see below.





SAP IS-Retail Integration Package 1.x (RTC mid September, 2015)

SAP IS-Retail specific integration is provided by the SAP hybris Commerce, integration package for SAP for Retail 1.x.

This integration package is available free of charge to anyone with an SAP hybris Commerce license. Software and documentation are available on DVD or from SAP Software Download Center at http://support.sap.com/swdc > under Installations and Upgrades (search for "hybris integration retail").

The package contains important enhancements to integrate IS-Retail with SAP hybris Commerce Suite by providing the following integration:

  • Replication of classification data based on Merchandise Category Hierarchy
  • Replication of Single Article
  • Replication of Generic Article


in hybris DataHub and within hybris Commerce Suite.


The hybris Datahub maps the Retail Generic article+variants into the existing standard structure of the so-called hybris Multi-Dimensional Product (MDP). This compliance allows to make use of Retail Generic articles and variants in the hybris accelerators. Please note the release dependency here:

  • 5.6: MDP only supported in B2B Accelerator
  • 5.7: MDP supported in B2B + B2C Accelerator, but so far not in the responsive version


The Retail Integration package 1.x requires a hybris Commerce release of 5.6 and higher.




Based On

Release Date

Integration package for SAP for Retail 1.1SAP hybris Commerce 5.7November 16, 2015

Integration package for SAP for Retail 1.0

SAP hybris Commerce 5.6October 8, 2015

See SAP Note 2216889 for details.

The IS-Retail Integration Package is an important contribution to the SAP Retail Omni-Channel Commerce scenario.





hybris 5.7 (RTC on Oct 8, 2015, see product page in hybris WIKI)

There is plenty of interesting functionality in 5.7.

From an SAP integration perspective, combined B2C and B2B scenarios can run in parallel on a single hybris instance. This is a huge step forward for all industries who sell to both B2B business partners as well as B2C consumers.


Here an extreme example of shop combinations possible with 5.7 in one hybris instance:

  • B2C with asynchronous order management (AOM)
  • B2B with asynchronous order management (AOM), prices and ATP are determined by hybris
  • B2B with asynchronous order management, but synchronous connection to ERP for e.g. pricing, ATP, credit limit, ...
  • B2B with synchronous order management in ECC via SAP's Lean Sales Order API (LO-API)


Please note that a hybris instance can only be connected with a single SAP ECC client, so all these scenarios have to run against the same ECC client.

Check the details in the hybris 5.7 SAP Integration docu.

A Rapid deployment Solution is available which provides a scenario and implementation guide to integrate Hybris Commerce 5.7 with ERP including special Retail Industry master data, see this blog: RDS - Hybris Commerce 5.7 integration with ERP incl. IS Retail and the corresponding RDS page.

Hybris Commerce 6.0 (RTC on April 13, 2016, see product page in Hybris WIKI)

- Release Documentation

- massive enhancement on the Hybris Commerce platform, responsive UIs, Customer Experience, etc.

- SAP CRM Order Management Integration

- Integration of Hybris OMS with ERP logistics


Integration Technology and Architecture


There are different technologies used for the hybris Commerce/SAP Integration, see figure below:


20-11-2015 10-46-37.png


hybris Commerce/ERP integration methods

1) Asynchronous integration via Hybris Data Hub
used for the asynchronous transfer of master data and order documents between ECC and hybris Commerce Suite by using the hybris Data Hub. ERP data is replicated through SAP's ALE layer as XML based IDocs (http transfer) to the hybris Data Hub, which identifies and converts the data packages into a hybris IMPEX format and forwards it to the hybris Commerce server.

In the same way hybris documents, e.g. orders, are sent from the hybris Commerce server to the hybris Data Hub, which converts the data into XML based idocs and forwards it to the ALE interface. This technology is applied for master data (materials, customers, price conditions, bonus buy conditions, stock inventory, order documents) and order documents. Standard iDoc types are used.

In B2C, usually you need no customer specific pricing, no true ATP check, no credit limit check (only a credit check for your payment card), ... Therefore B2C is destined to run via AOM.

In B2B, you usually have customer specific prices, maybe even sales/volume contracts, credit limit, ATP check, customer/plant assignments, etc.

In B2B you have the option between

    • Asynchronous Order Management (AOM = order creation in hybris Commerce) with synchronous RFC calls into ERP for retrieving real-time information
    • Synchronous Order Management (SOM = order creation in ERP SD) via the Lean Order API (LORD, LO-API) for the (almost) complete SD Sales order context accessible from within hybris Commerce with a single RFC call. In case the ERP is not available a fail-safe mechanism is available to save the basket within hybris.

2015-08-18 hybris-SAP Integration in Detail_CUSTOMER.png



2a) Synchronous integration via JCo-RFC connection
The synchronous access from hybris Commerce Suite to an ECC is used to retrieve information at runtime, e.g. customer specific prices, ATP check, credit limit check, or when called the Lean Sales Order API to directly create standard SD orders from hybris Commerce Suite.

In B2B, you usually have customer specific prices, maybe even sales/volume contracts, credit limit, ATP check, customer/plant assignments, etc. Here a synchronous order creation in ERP is useful, with access via the Lean Order API (LORD, LO-API) for the true ERP Sales Order specifics.


2015-08-18 hybris-SAP Integration in Detail_CUSTOMER.png



2b) Synchronous integration via OData Web Services Odata

web services are used to synchronously integrate

    • SAP Customer Activity repository (from hybris Commerce 5.4)
    • SAP hybris Marketing (Recommendation, Segmentation) from 5.4



Master Data

(all transferred asynchronously via hybris Data Hub)

  • Transfer of standard materials and IS-Retail single articles to hybris (hybris 5.3)
  • Transfer of variants of IS-Retail generic articles (w/o header) from ERP to hybris (hybris 5.4)
  • NEW Transfer of IS Retail Generic articles, merch hierarchy to hybris (hybris 5.6 with SAP Retail Industry Addon 1.0 for hybris Commerce 5.6)
  • Transfer of plant ID from ERP to hybris (hybris 5.5)
  • Transfer of hybris customer records to ERP (5.3) to become ERP debitor master
    • including customer data changes (5.4)


Prices / Discounts / Bonus Buy:

(all transferred asynchronously via hybris Data Hub)

  • Transfer of Prices, discounts from standard ERP to hybris (hybris 5.3)
  • Transfer of IS-Retail Bonus Buy conditions to hybris (hybris 5.4)
  • Transfer of Tax indicator to hybris (hybris 5.5)



Order Management:

  • Asynchronous Order Management (order creation in hybris Commerce Suite)
    • Asynchronous transfer of hybris orders to ERP via iDoc (hybris 5.3)
    • Transfer of SD order status from ERP to hybris via iDoc (hybris 5.3)
    • Change header, delete complete orders in hybris or ERP (hybris 5.4)

  • Hybrid/Mixed/Pick&Choose Scenario = Asynchronous scenario with synchronous JCo-RFC calls from hybris to ERP, e.g. to retrieve
  • Synchronous ERP order integration via LORD API (order creation directly in SAP ERP as standard SD Order via LORD API)
    • focus on B2B scenarios
    • Direct (synchronous) creation of an ERP SD order while bypassing the hybris order management capabilities.
    • LORD order creation limitations (compared to ERP Sales Order in va01) apply.



Integration with EWM and TM?

In the asynchromous scenario, Hybris Commerce creates the order, and sends it to ERP. From there it is fulfilled in whatever fulfillment system, SD, EWM, TM, …

In case the fulfillment happens outside ERP, the SD order management is to be informed about the order fulfillment status, to posts the order status via idoc to Hybris Commerce. 

So there is no direct integration between hybris Commerce and EWM, TM etc. required (nor available).






hybris Commerce Integraton with SAP Cloud for Customer (C4C)


The C4C integration provided by SAP (for service ticket and customer master replication) relies on the hybris Data Hub.

In contrast to the ERP integration, the C4C integration uses SOAP service calls (C4C communication arrangements) instead of IDocs. For the quick access to the hybris Assisted Service Module from within C4C, a URL mashup is used. Again, have a look at the corresponding section in the hybris wiki for more information. To my knowledge, there are no standard iFlows (HCI or PI content) available that would realise integrations between C4C and hybris Commerce.


Is hybris Commerce integrated with YaaS?


This question cannot be directly answered because YaaS is not so much an individual product but a set of microservices built according to a defined architecture, common design principles, and development guidelines. The default storefront template "integrates" with YaaS via simple REST web service calls. For a greenfield commerce-as-a-service project, you wouldn't really need an integration with hybris on Premise because YaaS already provides the relevant services.


However, the set of YaaS services is constantly expanding and some will indeed integrate with SAP's other CEC solutions. A good example is hybris Loyalty, which has just become GA in the US. This solution can optionally be integrated with hybris on Premise and this happens again via the hybris Data Hub. More information can be found in the corresponding section of the hybris wiki.



hybris Commerce - Product Information and Support




Training and Learning

  • hybris-SAP Learning Map for technical and application consultants for Customers and Partners
    • hybris-SAP Integration 3-day Classroom Training (HY600) (public)
      >> training is outdated and is to be revised
    • hybris Essentials Online Training for Customer and Partners
      • Learning Room for hybris-SAP Integration (customer/partner)
        • Starting mid of April 2015, the Learning Room is offered with the option to subscribe to new on-demand access to SAP training systems, preconfigured with the data you’ll need to carry out the exercises, plus additional live info sessions.

          Please note that access to this content in SAP Learning Hub requires a commercial subscription to SAP Learning Hub. Find more information here: https://training.sap.com/
          • Log on to SAP Learning Hub
          • To search for the Learning Room, from the Main Navigation Node (in upper left corner, next to SAP Learning Hub), select Learning Content.
          • In the Find Courses screen area, enter the Learning Room title hybris-SAP Solution Integration Learning Room (EKT), and click Go to receive the link to your learning room.
          • To narrow your search results, select Learning Room in the Delivery Method screen area. Choose the link to your Learning Room to open it.




    Stay tuned for updates of this blog.



    Dr. Ingo Woesner

    Global Director, Outbound Product Management Retail Omni-Channel

    SAP SE



    Follow me on SAP Community Network and LinkedIn

    Dear WebChannel Community,


    this blog I have posted in the SCN Retail Industry community might be interested to this audience here as well.



    Best regards,





    Dr. Ingo Woesner
    Outbound Product Manager Retail & Omni-Channel

    SAP SE


    SSC is a new module which is getting popular in SAP variant configuration area.

    SSC comes up with many good solutions to do complex modelling for products.


    SSC modelling environment is known as SME(Solution Modelling Environment) which has the options to make more complex modelling. It is more similar to PME(Product Modelling Environment) of IPC.

    SME modellers requires OOPS concept to create classes and its relations using SME. SME developers can use Eclipse IDE to do the developments. Master data will be downloaded to SME, and will be stored in the database connected to the SME local work space.

    SME provides plugin to connect to the ECC or CRM , from where we can download master data and do modelling using that in SME.

    once modelling is done we can do the testing of the model using the simulation environment available in SME.

    The completed model from SME can be uploaded to ECC or CRM, and that will be available in the table comm_cfgkb.



    SSC UI is more similar to IPC UI. SSC UI uses struts frame work and will be in J2EE stack of SAP NWA server.

    SSC is not part of VMC of ABAP stack, we have to set up jobs from ECC/CRM, depends which system we use for the masterdata. These jobs will transfer masterdatas i.e kb's and all its details to EJB database of SSC, which resides in J2EE stacks.

    SSC UI will communicate to this database and will get all modelling details in UI.



    Currently pricing part is still handled by IPC, and SSC UI makes internal calls to IPC of VMC, which is in ABAP stack.

    SSC can afford models comes from SAP-VC, i.e. from ECC system. We can configure models which makes use of instances of VC models and SSC models.

    SSC provides very good options to make complex product solutions, which has multiple products and different combinations.


    I will come up with more on this in my next blogs..!

    Dear community,


    As you know hybris OmniCommerce is the proud successor of former SAP e-commerce solutions.



    In this context I would like to make you aware of two important events, the




    Here all the links you need:


    hybris Global Customer Days (Feb 9-11)




    hybris Global Partner Summit (Feb 11-13) 




    Maybe we meet each other there.


    FYI and best regards,





    Dr. Ingo Woesner
    Outbound Product Manager Retail and Omni-Channel
    SAP SE

         The Dealers use the C&R application to place their returns online. The normal process is the dealer to select the return type, enter a product number and quantity for return for each item.  As the return which the dealer wants to enter manually can also be pretty big (>50 items) we shall give him the option to enter such data into a Excel spread sheet upfront, create a CSV-file out of it and upload the same in return screen. Here we shall see how to implement the solution in C& R  application.


    The logical flow for the implementation is as follows

    CSV file upload.gif

    Steps for the above implementation

    1) Add a upload button in the Create new return screen.

    2) On click of the button call the action class and redirect to the newly created action class. the newly created action class will read the csv file and load the values in the return document

    3) The code to add the line item to return document is as follows


    ComplaintData complaint = (ComplaintData)getComplaintFromDocHandler(userSessionData, complaintBom);


    The above code will get the Return document from the Document Handler (the class is common for both Complaint & Return)

    Once the instance for return is instantiated we can use the same for manipulating the document. Here is a snippet for  adding the line item to return document.

    The below loop will run for number of line items

    while ((lineItem = br.readLine()) != null) {




      String item[] = lineItem.split(";");




      ComplaintItemData complaintItem = (ComplaintItemData)complaint.createItemBase();








    Dear Community Members,


    Does your business feel like it needs a little extra push lately? Constantly struggling with the time-consuming processes of order taking in the field, notifying customers about delivery dates, checking on inventory, back orders, sales order errors, and more?


    Best-in-class wholesalers mobilize their processes

    Best-in-class wholesalers improve their sales operation efficiency by mobilizing their order taking and management processes.


    Wholesalers that embrace the mobile sales force increase sales, while improving the sales experience for both the consumer and the sales reps.


    Top-4 challenges in order taking

    Wholesalers must overcome multiple hurdles in order taking:

    1. Re-keying in of paper-based orders taken in the field
    2. Orders not being “visible” until they’ve reached the ERP
    3. Hassles in dealing with paper catalogs
    4. Presenting the company’s brand in the most professional way.


    Mobile sales force automation

    With the introduction of cloud computing and SaaS, sales apps on mobile devices are increasingly affordable and flexible.  Leading mobile sales force automation (MSFA) solutions offer free trials with no risk or commitment, which means only-gain-zero-pain for you, the wholesaler.


    MSFA solutions enable you to conduct sales activities, engage customers, fulfill and process orders anytime and anywhere.  These solutions enable you to present your brand via interactive e-catalogs with real-time visibility into inventory, so your sell only what you have in stock. As a sales manager, sales activity planning and management provide you full control into which customers your reps visit and when, which products your team promotes to your customers, what activities they perform, customer satisfaction, stock levels at the retailers, and more.  


    Moreover, MSFA solutions take advantage of the mobile device by providing location-based services, presenting your customers by type on a map, enabling you to easily schedule customer visits; allowing sales reps to take pictures of the customer store to capture how their products are being showcased; and to leverage bar-code scanning for quick ordering at trade shows or stocktaking at the store.




    Mobility also introduces technological challenges

    With the addition of mobile technologies come some imposed challenges:

    1. Internet access is not always available, so MSFA solutions must be capable of working in off-line mode and to synch automatically and efficiently when back online.
    2. Businesses need to support multiple device operating systems- iPad, Android, and Windows 8, in support of BYOD initiatives.
    3. Presenting catalogs and inventories, taking orders, and more, requires bi-directional integration between the MSFA solution and your ERP. Moreover, the MSFA solution must be configurable to support the workflows that you have customized in your ERP to support your industry-specific needs.


    The benefits are clear

    Sales process will be streamlined, and should expect an increase in field sales. When dealing with a customer, your sales reps will be a lot more self-sufficient in accessing the financial data relevant to their customers, without having to interact with your back-office. Win-win for you and your customers. 


    A case in point

    A successful mobile sales automation implementation to learn from is Spanish company Escorpion. Escorpion is a world renowned manufacturer and distributor of women’s fashion knitwear. Their global sales team was able to incorporate mobility into their entire sales process. They saw a significant branding enhancement, representatives were granted instant access to data and graphics about clients and products, and all of the order confirmations were sent directly to the customer by email. “It has been very positively received by both our sales network and clients due to the image quality, ease of operation, and the range of management features available.”  The new MFSA solution is seamlessly integrated with Escorpion’s SAP ECC 6.0 system for product, customer, inventory, and invoice information. 


    Jump on the bandwagon, now!

    According to the National Association of Wholesaler Distributors (NAW) 40% of the business in this industry will deploy new technology, including mobility by 2015.  If you aren’t already planning on extending your order taking processing with mobility, chances are that your competition is speeding past you.


    We would love to hear about your case studies, how the switch over to mobility for processing orders has improved your business as well.

    In some cases the attribute context can’t be selected in the Mail Forms. Reason is usually that the Business configuration set (Business function) is not completely or correct activated. In such cases please do the following:


    1. Check via TA scpr3 if the Switch BC-set is available

    Activate the Switch BC set with  utitlities -> user settings and mark “Allow Selection of Switch BC Sets”

       2.  Click on new BC Set Selection -> Selection by Switch BC Sets and search for “CRMV_DYNAM_ATTR_WEB_CHANNEL”


    => If the value is missing then please import the Switch BC Set.


    => If you find the Switch BC Set then do the following:

    1. Implement note 1824727.
    2. Run report “SCPR_ACTIVATE_SBCSETS” with option “Ignore Previous Activation”.


    Best regards,


    Nicola Nola

    SAP WCEM Development

    Steps in product upload process :

    1. Upload image links or files to MDM repository.

    2. Update mapping file with the product GUID & image file name .

    3. Upload mapping file using import manager .

    4. Map values in import manager .

    5. Import the mapped records.


    • Upload image to MDM repository

    08-Jan-14 12-32-04 PM.png

    Choose Data group in which image has to be added .

            Upload from a folder

    Choose link to original file only (If you dont want the file to be uploaded to MDM repository)

    08-Jan-14 12-34-41 PM.png

    • File structure:


    GUIDDefault Image


    • File import to MDM import manager .

    08-Jan-14 12-09-38 PM.png

    • Mapping in import manager .

    08-Jan-14 12-21-15 PM.png

    • Map GUID and Default Image (Source field -> Destination fields ).


    • Choose update the records option in match records tab .

    Hi community,


    If an user try to logon to the web shop with a language which is not supported in the connected backend, the logon fails. To avoid this situation you can set the standard language for the connection. To do this you set the language for the connection in the eai-config.xml file. You have to set for each <connectionDefinition> the following parameter. Here an example for english:


    <param name="jco.client.lang" value="en" savevalue="" />


    Best regards,


    Nicola Nola

    SAP WCEM Development

    In the Web Channel backend customizing you have the possibility to maintain country groups. In the Web Channel Builder configuration of the user module you can select afterwards the country group, for which the application will be valid.


    If in the backend more than twenty country groups are maintained, not all results are shown in the Web Channel Builder configuration. The root cause is, that in the standard implementation of the helpvalues-config.xml in the user module the maximum of values to be selected from backend is set to twenty entries.


    <helpValuesSearch name="CountryGroup" type="simple" description="Country Group" maxRow="20">


    To get all entries (if there are more than twenty) the user module has to be extended. Replace the helpvalues-config.xml with your file and change the ‘maxRow’ value according to your needs.

    Dear community member,


    if you have done a sorting inside a generic search result list view the default behaviour is that the page will not changed. But if you want to change this behaviour you have an easy possibility to switch back for example to the first page.




    1. Extend the view component handler of the generic search (AdvSearchVCHandler.java)
    2. Extend the public method with the name sortResultList()
    3. Add the following line: setIndexOfFirstResultPage(0); after execution of the default functionality


    The number between the round braces is the index of the result list row. If you have 10 rows per page the first index of the third page is 20; for the second page the index is 10 and for the first page the index is 0.


    I hope I could help you with this information!


    Best regards,


    Rene Schwarz

    SAP WCEM Development

    I must admit that we've never been successful in convincing manufacturers to invest in their very first B2B eCommerce project.  In our early days, we would spend inordinate amounts of time trying to get some companies to see the light.


    Cost savings.  Increased Revenue.  Better customer service.  Blah.  Blah.  Blah.


    It mostly ended in the same place..."We don't need no stinkin' website"...or some thinly disguised variation thereof.  (I published that post almost exactly 5 years ago to the day. Wow!) None of those conversations turned into business for us at the time***.  Eventually I came to the realization that as much as I'd like to educate the industry about how great B2B eCommerce is and help those "on the fence" companies get into the game...I really can't afford to do that.


    That simply can't be my job.


    It turns out that my job is to make heroes out of those CIOs of SAP Manufacturers who have already decided that they need an SAP integrated B2B eCommerce website and are overwhelmed by the complexity and cost of implementing and supporting a workable solution.


    I simply help them get it done.


    With that said, if the B2B eCommerce market is really going to grow to Forrester Research's predictions of world domination, someone has got to educate the market and help them build the case to get on the web!  That's why I was delighted to see SAP hybris step up to the plate last week and issue a white paper entitled "A Guide to Creating an ROI Model to Assess the Effectiveness of E-commerce Platform".  You can see their YouTube announcement here and download a copy of the white paper hereAnd yes, I have an unbelievable amount of marketing budget envy!

    Overall, it's definitely worth getting a copy.


    Of course I wouldn't be doing my job if I didn't offer a few comments about it :-).


    First of all, I was quite impressed with how close their eCommerce cost savings projections matched our actual experiences.


    For illustration purposes, they assumed a $100M manufacturer converting 50% of their business to the web (that conversion rate seems a bit high).  They would process 74K orders with an average order value of $667 (those are indeed typical numbers for a manufacturer with a dealer channel).  The hybris model predicts that that organization will realize a $2.1M labor savings in servicing those orders...keying them into the system and responding to customers about errors, delivery status etc.


    By comparison, based on our November transaction data, one of our clients has an annualized eCommerce turnover of $86M (about 30% of their overall turnover) that is produced by 96K orders at an average value of $896 each.  A little larger than the hybris model, but pretty close.




    In that same November time period, our b2b2dot0 service was able to defray $169K in Customer Service costs for an annualized savings of ~$2.0M.  Our Google Analytics Goal Data (in the accompanying graph) sums up all of the customer services costs in real time (order entry, status checking, document reprints etc.).  Which brings up a whole other point...does anyone ever go back an audit their cost justification numbers?  We do.  In real time.


    Compared to our data, the hybris cost savings projections are a bit optimistic (maybe they need to be in order to support their higher price :-)), but they aren't too far from the truth.


    A few other notable observations to be made about the hybris ROI white paper:


    "In most B2B firms, order costs may range from $50 to $150 per order without an e-commerce system.  This can drop to $25 or less with a best of breed platform integrated with back office systems."  85% of our clients pay less than $2.62 per order for their eCommerce orders.

    "A 100 page product catalog mailed to thousands of customers can cost hundreds of thousands of dollars per year to produce and distribute".  That might be true, but for many Industrial Manufacturers that's going to be an unbelievable difficult habit to break.

    "Implementing a leading e-commerce platform can render a variety of legacy systems obsolete-including systems like order entry and fulfillment".  Seriously?  Hey SAP!  Are you prepared for a name change to "SAP a hybris company"? :-)

    "E-Commerce platforms increase revenues for B2B sellers by helping them take quicker advantage of new product launches".  See my comment about breaking the paper catalog addiction.

    "...it's important to remember that speed-to-market with an ecommerce platform can act as a multiplier of these benefits." Amen!

    Well done hybris.




    *** We are about to start a project with one client who has been mulling over the ROI of replacing their SAP Internet Sales application since our first conversation with them in 2008.  Turns out that a new CEO provided the clarity they needed. :-)

    Dear SCN community,


    the handling of supplier products without a material master in ERP SD and MM order processes is becoming increasingly important, especially in the Retail and Wholesale Distribution space. In Retail and DIY home improvement businesses the handling of supplier products is also called "Long Tail business".


    Amazon and Thalia are known key players in in the Long Tail business and offer customers a wide variety of alternative products to choose from.


    In my new blog which I published in the SCN ERP SD Sales Community I propose concepts to realize a Long Tail scenario in various business scenarios, and also in a web shop, either hybris or WCEM/InternetSales.


    I hope you find the proposed concepts useful and I am looking forward to a fruitful discussion to bust the myth about the complexity to realize it.



    Best regards,

    Ingo Woesner




    Dr. Ingo Woesner

    Product Manager - Multi Channel

    Suite Development Application Innovation

    SAP AG


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