SAP C/4HANA An Introduction
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Contents Foreword Preface Who This Book Is For How This Book Is Organized Acknowledgments Conclusion 1 SAP C/4HANA at a Glance 1.1 The Customer Experience Revolution 1.2 Architecting an Intelligent Enterprise 1.3 SAP C/4HANA Suite and Customer Experience Solutions 1.3.1 Cloud Solutions 1.3.2 Suite Attributes 1.4 Extensions and Microservices Architecture 1.5 Summary 2 Marketing 2.1 SAP’s Strategy for Marketing 2.2 Dynamic Customer Profiling 2.3 Customer Attribution 2.4 Audiences, Campaigns, and Journeys 2.5 Lead Management and Account-Based Marketing 2.6 Marketing Planning and Performance 2.7 Marketing Analytics 2.8 Integration 2.8.1 SAP C/4HANA 2.8.2 SAP S/4HANA and SAP ERP 2.8.3 SAP Customer Relationship Management 2.8.4 Open APIs for Third-Party Integration 2.9 Summary 3 Commerce 3.1 SAP’s Strategy for Commerce 3.2 Commerce with SAP C/4HANA 3.2.1 Business-to-Consumer Commerce 3.2.2 Business-to-Business Commerce 3.3 Core Commerce 3.4 Industry Accelerators 3.4.1 Telcommunications and Utilities 3.4.2 Financial Services 3.4.3 Travel 3.4.4 Citizen Engagement 3.5 Product Content Management 3.6 Order Management 3.7 Customer Experience Management with SmartEdit 3.8 Upscale Commerce and Extensions 3.9 Data Integration 3.10 Configure, Price, and Quote 3.11 Integration 3.11.1 SAP C/4HANA 3.11.2 SAP S/4HANA 3.11.3 SAP Customer Relationship Management 3.11.4 Open APIs for SAP and Third-Party Integration 3.12 Summary 4 Sales 4.1 SAP’s Strategy for Sales 4.2 Sales Automation 4.2.1 Account and Contact Management 4.2.2 Sales Marketing 4.2.3 Lead Management and Opportunity Management 4.2.4 Activity Management 4.2.5 Visit Planning and Execution 4.2.6 Quotation and Order Management 4.3 Sales Performance Management 4.3.1 Commission Management 4.3.2 Territory Management and Quota Management 4.4 Forecasting and Pipeline Management 4.5 Configure, Price, and Quote 4.6 Contract Life Cycle Management 4.7 Subscription Billing and Revenue Management 4.8 Sales Learning and Sales Content Management 4.8.1 Sales Learning 4.8.2 Sales Content Management 4.9 Partner Relationship Management 4.10 Reporting and Analytics 4.11 Integrations 4.11.1 SAP C/4HANA 4.11.2 SAP S/4HANA 4.11.3 Open APIs for Third-Party Integration 4.12 Summary 5 Service 5.1 SAP’s Strategy for Service 5.2 Customer Service 5.2.1 Virtual Agents and Customer Self-Services 5.2.2 Customer Contact Center 5.2.3 Workflows and Case Management 5.2.4 SAP Service Ticket Intelligence 5.3 Field Service 5.3.1 Mobile Field Service Solution 5.3.2 Workforce Scheduling and Dispatching 5.3.3 Crowd Service Network 5.3.4 Mobile Self-Services 5.4 Reporting and Analytics 5.4.1 Reporting in SAP Service Cloud 5.4.2 Reporting in SAP Customer Engagement Center 5.4.3 Reporting in SAP Field Service Management 5.5 Integrations 5.5.1 SAP C/4HANA 5.5.2 SAP S/4HANA 5.5.3 Open APIs for SAP and Third-Party Integration 5.6 Summary 6 Customer Data 6.1 SAP’s Strategy for Customer Data 6.1.1 Regulation Compliance 6.1.2 Administration Console 6.1.3 Screen-Sets 6.1.4 User Interface Builder 6.2 Customer Identity Management 6.2.1 Terms and Functions Overview 6.2.2 Registration-as-a-Service 6.2.3 Social Login 6.2.4 Progressive Profiling 6.3 Customer Consent Management 6.3.1 Consent Management Overview 6.3.2 Communication Preferences and Preference Center 6.3.3 Consent Vault 6.4 Customer Profile Management 6.4.1 Identity Access 6.4.2 Profile Management and Data Store 6.5 Reporting and Analytics 6.6 Integration 6.6.1 SAP C/4HANA 6.6.2 SAP Cloud Platform and SAP S/4HANA 6.6.3 Open APIs for Third-Party Integration 6.7 Summary 7 Microservices and SAP Cloud Platform Extension Factory 7.1 Microservices 7.2 Serverless Computing 7.3 Side-by-Side Extensibility 7.3.1 Side-by-Side Model 7.3.2 Side-by-Side Extension Patterns 7.3.3 Side-by-Side Extensions versus In-App Extensions 7.4 Project Kyma and SAP Cloud Platform Extension Factory 7.4.1 Architecture and Technology Overview 7.4.2 Kubernetes and Serverless Runtime 7.4.3 Service Catalog 7.4.4 Application Connectivity 7.4.5 Service Management and Application Programming Interface Exposure 7.4.6 Operations 7.5 Summary 8 The Intelligent Enterprise 8.1 Lead-to-Cash Process 8.2 Integration Scenarios 8.3 Embedded Intelligence 8.4 SAP Fiori User Experience 8.5 Summary 9 Intelligent Technologies 9.1 SAP Analytics Cloud Framework 9.2 Machine Learning with SAP Leonardo 9.3 SAP Conversational AI 9.4 Open Data Initiative 9.5 Summary 10 First Steps to SAP C/4HANA 10.1 Evaluating your Operations 10.2 Choosing a Target Architecture 10.2.1 Omnichannel Commerce and Contextual Marketing 10.2.2 Services Sales and High-Volume Subscription Billing 10.2.3 Sales and Service Teams Productivity 10.2.4 Sales Opportunities with Digital Marketing Intelligence 10.3 Applying Implementation Best Practices 10.3.1 Implementation Best Practices 10.3.2 Rapid Deployment Solutions 10.3.3 SAP Education 10.4 CX Works 10.5 Summary The Authors The Contributor Index
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