SAP C4C and hybris Commerce (Integration B2C Use Cases)

Image Credit: SAP AG

 

Prerequisites

SAP C4C without an SAP ERP backend

• Customers are replicated from Commerce to C4C
• Integration is only between hybris Commerce & C4C
• hybris Data Hub is used as an integration engine
• hybris Commerce is the leading system for Customer data

Use Case 1: hybris Customer calls C4C support center

Cloud for Customer (Process Steps):

1. Agent receives a call from a Customer

2.  Live Activity identifies the Customer via their telephone number

3.  Agent views the Customer’s details when answering call

4.  Agent is asked by the Customer to create a sales order on their behalf

5.  Agent clicks on the Live Activity screen hybris Storefront button

hybris Commerce (Process Steps):

6. C4C system launches the hybris Assisted Service Module (ASM) on top of the Storefront

7.   Agent is logged into the ASM via Single Sign-On

8.  Agent browses the hybris Storefront catalog and adds products to the Storefront cart

9.  Agent checks out the Customer’s cart, and plances an order on behalf of the Customer.

Use Case 2: hybris Customer creates a service ticket in the Storefront

hybris Commerce (Process Steps):

1.  Customer logs in and browses the             hybris Storefront		8. Customer logs in and checks the answer on the Storefront
2. Customer needs help and clicks Request Help
3. Customer leaves a note and clicks Submit

Cloud for Customer (Process Steps):

	4. C4C system creates a service ticket
	5. C4C system sends the Customer a receipt confirmation e-mail with a link to the service ticket
	6. Agent updates the ticket message and status
	7. C4C system sends the Customer a ticket update e-mail notification

Use Case 3: Support Agent completes an open cart in the storefront

hybris Commerce (Process Steps)

1. Customer logs in and browses the hybris Storefront	7. C4C system launches the hybris ASM on top of the Storefront
2. Customer adds a product to their cart, but has a question before ordering the product and clicks Request Help	8. Agent is logged into the ASM via Single Sign-On
3. Customer leaves a note and clicks Submit	9. Agent answers Customer questions
	10. Agent orders the product on behalf of the Customer

Cloud for Customer (Process steps)

4. C4C system creates a service ticket containing a hybris Customer and cart reference		11. Agent clicks End session
5. Agent picks the service ticket		12. Agent closes the service ticket
6. Agent clicks hybris Storefront and calls the Customer

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