Outbound Integration

Part II
hybris Marketing 1505 May 2015

Options for Outbound Integration

Overview

Overview of Supported Outbound Channels

Part 1:
Campaign: File export (CSV)
Campaign: E-Mail (including check for marketing permissions)
Campaign: SMS (including check for marketing permissions)
Campaign: Facebook Custom Audiences (including check for marketing permissions)
Part 2
Campaign: CRM Objects
Target Group follow-up Actions (Creation of CRM target group and file export)
Marketing Permissions

CRM Objects
Tasks and Leads

Creation of CRM Tasks & Leads via Campaign Automation

Overview
Description
This function allows the creation of CRM Tasks or CRM Leads for members of the Target Group
assigned to the hybris Marketing Campaign. Only for members which have a corresponding CRM
business partner a Tasks or Lead is created.
Preconditions
Connection to CRM system is maintained
Target Group member is an interaction contact which is mapped to a CRM business partner
Campaign category has assigned the actions Create CRM Task or Create CRM Lead

Process
Create Campaign in hybris Marketing
Assign Target Group
Add the action in the Automation
Activate the automation model to schedule the execution of the action

Creation of CRM Tasks via Campaign Automation

Overview

Category has
assigned the action
Create CRM Task

Target Group contains interaction

contacts which are mapped to an
existing CRM business partner

Add the action

Create CRM Task

Select the attributes of the task to

be created
Type is mandatory

Values for Type, Status, Category,

Importance are CRM customizing
entries replicated into the hybris
marketing database

Creation of CRM Tasks via Campaign Automation

Task in CRM
The tasks are created in CRM with the parameters given in the action of campaign
automation.

Creation of CRM Leads via Campaign Automation

Overview

Category has
assigned the action
Create CRM Task

Target Group contains interaction

contacts which are mapped to an
existing CRM business partner

Add the action

Create CRM Lead

Select the attributes of the lead to

be created
Type is mandatory

Values for Type, Status,

Qualification Level are CRM
customizing entries replicated into
the hybris marketing database

Creation of CRM Leads via Campaign Automation

Lead in CRM
The leads are created in CRM with the parameters given in the action of campaign
automation.

Creation of CRM Tasks and Leads via Campaign Automation

Duplicate Check
The action Create CRM Task and Create CRM
Lead does not check if for the target group
member a task / leads has been created already.
This means: every time the action is executed
the target group members are mapped to the
corresponding CRM business partners and new
tasks / leads are created in CRM.
For leads you can define a duplicate check in the
customizing. If this duplicate check is active,
CRM could reject the creation of a lead for a
particular account / contact person.

CRM Interaction Center

integration
Generate a CRM Call List

CRM Interaction Center Integration: Retain customers & realize cross-/upsell Process Overview
Enable interactive display of individual
product recommendation as alert/wrap up list
item in IC (web service)
Deliver CRM OP Intent-Driven Interaction
Configuration for hybris recommendations
Recomm
endation
Data
Acquisition

Analyze
customer
base

Identify
target
group

Assign target
group to
campaign

Evaluate CRM Calls

as interactions

Process Step in Hybris

Marketing

Process Step in
CRM

Interactive
Service of
Marketing

Trigger and
Transfer
call list

Execute
call list in
CRM IC

Capture
Response

Create Planned Calls activities (inclusive hybris campaign

reference / doc flow) in CRM OP by hybris campaign
automation based on action Create Call List.
Check marketing permissions before transfer
In CRM OPs Post Processing Action create call list, and add
calls for each business partner, add activity as business
context to each call
In CRM IC use Transaction Launcher to display hybris
campaign and hybris contact fact sheet

Monitor
success of
campaign

Generate a Call List in SAP CRM

Overview
This function allows the creation of Call Lists and outgoing Call Activities in SAP CRM for members of the Target
Group assigned to the hybris Marketing Campaign.
During generation, the system checks whether phone permission to contact is available in SAP hybris
Marketing.
The system skips business partners that do not exist in SAP CRM.
Interaction Center agent can view information about the campaign, the customer, and the contact in the CRM
WebClient UI.
Interaction Center agent also automatically receives alerts with product recommendations, which are based on
SAP hybris Marketing recommendation scenarios.
CRM Call Activities are displayed in SAP hybris Marketing as interactions to provide a 360 view of the
customer. You can also view the success of the campaign.

Generate a Call List in SAP CRM

Preconditions and Process
Preconditions
Target Group member is an interaction contact which is mapped to a CRM business partner
Campaign category has assigned the actions Create CRM CRM Call List
Connection to CRM system is maintained
Necessary CRM customizing (Transaction Launcher, Navigation, Alert Editor/Rule Policy) is done
as described in the release note (see http://help.sap.com/cei > Application Help > What's New in
SAP hybris Marketing (Release Notes) > What's New in SAP hybris Marketing 1505 > Integration
with the CRM Interaction Center

Process in hybris Marketing

Create Campaign with the category Call Center in hybris Marketing
Assign Target Group
Add the action Create CRM Call List in the Automation
Activate the automation model to schedule the execution of the action

Creation of CRM Call List and Call Activities via Campaign Automation
Overview
Activate the
execution run

Category Call Center

Add the action
Create CRM Call
List

Creation of CRM Call List via Campaign Automation

Interaction Center Manager view

IC Manager
activates the call list

IC Manager gets the

details about the
calls

IC Manager assigns
IC agent

Creation of CRM Call List via Campaign Automation

Interaction Center Agent views

IC Manager can see details of

the hybris Marketing campaign
via transaction launcher in
CRM WebClient UI
IC Agent can see the
call list and process
this

IC Agent receives alerts with

product recommendations,
based on SAP hybris Marketing
recommendation scenarios.

Creation of CRM Call List via Campaign Automation

Interaction Center Agent view of hybris Marketing Consumer Fact Sheet

IC Agent gets
Marketing details
about the business
partner

CRM Call Activities are displayed

in SAP hybris Marketing as
interactions

CRM Call Activities are displayed

in SAP hybris Marketing as
interactions

Creation of CRM Call Activities via Campaign Automation

Sales Professional view

Target Group Follow Up Actions

CRM Integration of Target Groups

CRM Campaigns with Target Groups from hybris Marketing

Segmentation in hybris Marketing is used to determine the right Target Audience

During CRM campaigns execution the Contacts/Customers are retrieved from hybris Marketing

Set Up Campaign in
CRM

Define Target
Audience

Assign Target
Group to CRM
Campaign

Execute Campaign
in CRM

Target Group Origin and Target Group Members

Target Group Origin

01 (Manually)
02 (ADT)
03 (Relationship Analysis)
04 (Mobile)
05 (Account List)
07 (Target Group)
01 (Manually)
02 (ADT)
06 (Contact Engagement)
07 (Target Group)
08 (Sentiment Engagement)
04 (ADT)

Target Group
Member Type
02 (CRM Account)

The target group types are

determined within the code.
The member type of the target
group (CRM Account or Interaction
Contact) and the target group
origin determines which follow up
actions are possible.

03 (Interaction Contact)
We support integration into CRM
out of the target group for CRM
Accounts and Interaction Contacts.
04 (Contact with Objects)

As of hybris Marketing 1.1. SP07

also the Integration of Target
Groups for Contacts with Objects
is supported.
See note 1985438 for more
details.

Split of Target Groups in CRM and Creation of Marketing Prospects

It is possible to send Contacts
from hybris Marketing to a CRM
System
After releasing a Target Group
the header information of that
Target Groups is sent to CRM
When the Target Group in CRM
is used in a campaign the
contacts are loaded from CEI
system
For contacts that do not have a
Business Partner record in
CRM, the system automatically
creates Marketing Prospects

CRM Campaign Execution with Target Groups from hybris Marketing

During campaign
execution an
automatic rebuilt of
the assigned target
groups is triggered
Size of the target
group is updated
automatically

Split of Target Groups with Business Partners and Marketing Prospects

Last snapshot was

taken during
campaign
execution

When target groups for contacts

are split into separate target
groups for marketing prospects
and business partners, only the
corresponding members for
prospects and accounts are
visible.
Information about the user who
created or changed the target
group in hybris Marketing is
available in the CRM UI.
Vice versa information about
the user which performed the
campaign execution is available
in the hybris Marketing UI of the
target group as well.

Use of Export Functionality for during Campaign Execution

Export Definition
can be assigned in
Target Groups

Manual Export
assigns attachment to
target group

Export in CRM Marketing

via the Open Channel BADI
can be controlled directly via
the target group from hybris
Marketing using export
definition functionality
During preparation of the
target group a preview is
available
After release also a manual
export can be triggered which
creates an attachment for the
target group.

Integration with Cloud for

Customer

Overview hybris Marketing and C4C Integration

Benefits for customers
1. Creation of leads out of
campaigns
2. Replicate contact persons,
leads and opportunities and
keep them in sync
3. Display success measures for
campaigns based on related
leads and opportunities
4. Display first C4C key figures
in CMO dashboard

SAP hybris Marketing and Cloud for Customer integration (C4C)

SAP hybris Marketing User Interface

Campaign

Contact | Account

Display created leads & opportunities

as Interaction in Contact and Account
factsheet in SAP hybris Marketing
with direct navigation to C4C UI

C4C User Interface

Marketing Lead

Create leads or opportunities in C4C

out of Campaigns in SAP hybris
Marketing

Cloud for Customer

(SAP C4C)

SAP hybris Marketing

Cloud | On-Premise

Replicate contact persons.

Create interactions
in SAP hybris Marketing
from leads or opportunities in C4C

Cloud

PRE-SALES

Campaign Transparency
Benefits for customers
1. Replicate leads and
opportunities and keep them
in sync
2. Display success measures for
campaigns based on related
leads and opportunities
3. Display first C4C key figures in
CMO dashboard

Replication of Contacts from C4C

1. Replicate contact persons
along with the leads,
opportunities as interactions
2. Segmentation on the contacts
and build the target groups for
campaign execution

Marketing Permission

Marketing Permission
Marketing Permissions can be used to meet with local legal requirements for recording customer Opt-In with regard to receiving unrequested
marketing messages.

A Marketing Permission is defined on the Communication

Medium of an Interaction Contact (IC) facet

Interaction Contact
Facet = Mobile

In customizing you can define which type of Permission

(consent) applies to any communication (for example, emails,
faxes, phone calls) with contacts of a country:

Implicit
you are allowed to communicate with contacts in that
country without their expressed permission.

Explicit
you must obtain the explicit permission for this country
from a contact before you communicate with them.

Permission can be imported into CEI via>

ODATA Service (CUAN_IMPORT)

Extraction Report to initially load Permissions form CRM

Web Service to set permissions e.g. from a Web shop

Communication
Medium = SMS
Communication
Medium = Mobile

Opt-In = yes
Opt-In = No

Marketing Permissions
Campaign Category Setting

Category Type:
Default Standard behavior with check of
marketing permissions
Ignore Marketing Permissions
Newsletter Marketing permissions are
ignored on initial execution (but not on followup trigger actions). Also used to mark a
campaign as a newsletter for the
permission/subscription landing page

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