User Guide EN 1

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1 Product Documentation PUBLIC SAP Cloud for Customer SAP Cloud for Customer User Guide

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3 Table Of Contents 1 ... 8 General Features HTML5 ... 1.1 8 8 HTML5 in SAP Cloud for Customer ... ... 9 Report an Incident 1.2 ... 11 Layout and Navigation 12 1.3 ... Personalization About Personalization (HTML5) ... 12 ... About Personalization (Microsoft Silverlight®) 18 ... 20 Changing Your Profile Picture 1.4 VIDEO: Customizing Your Personal Settings ... 20 1.5 VIDEO: Creating and Editing Items 1.6 20 ... 1.7 21 Feed ... ... 21 VIDEO: Changing Your Feed Settings 21 About the Feed ... Feed Events ... 23 1.8 VIDEO: Using the Toolbar and Panes ... 26 VIDEO: Using the Shelf, Flags, and Favorites 1.9 27 ... 1.10 ... 27 Shelf Tags ... 1.11 28 1.12 VIDEO: Organizing Your Items with Tags ... 30 1.13 Download ... 30 1.14 Creating Incidents 31 ... Legacy Groups ... 1.15 33 ... 34 Calendar 1.16 Activities ... 35 1.17 E-Mail ... 38 1.18 ... Installing the SAP Cloud for Customer Add-In for Microsoft Outlook® 38 ... Installing the SAP Cloud for Customer Add-In for Gmail™ 39 ... 40 Working from Gmail™ E-Mail Security 41 ... Uploading New E-Mail Security Certificates ... 44 1.19 Working with Lists ... 45 1.20 Processing Inbound Phone Calls 46 ... Search ... 48 1.21 ... 48 About Worklists Enterprise Search ... 51 Filter Operators ... 52 1.22 ... 53 Library 1.23 Using the SAP Add-In for Microsoft Excel® ... 54 SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 3 Table Of Contents

4 2 Marketing Features 56 ... Campaigns ... 2.1 56 ... 2.2 63 Target Groups 65 2.3 ... VIDEO: Working with Leads 2.4 ... 65 Leads ... 69 2.5 Lead Scores ... 2.6 SAP Customer Insight for Marketing 71 71 ... SAP Customer Insight for Marketing: Overview and Headline SAP Customer Insight for Marketing: KPI 72 ... SAP Customer Insight for Marketing: Report Tiles ... 74 Sales Features ... 79 3 SAP Cloud for Sales: Solution Overview 3.1 79 ... VIDEO: Start Here for Sales ... 3.2 79 ... 80 Accounts 3.3 Contacts ... 88 3.4 VIDEO: Working with Leads ... 91 3.5 3.6 Leads 91 ... Sales Leads 95 3.7 ... Opportunities ... 3.8 97 3.9 Influencer Map ... 100 3.10 Retail Execution ... 103 VIDEO: Start Here for Retail Execution ... 103 ... 104 About Retail Execution 104 Visits ... ... 107 Routes Tours ... 110 Sales Quotes ... 111 3.11 ... 111 VIDEO: Creating Sales Quotes ... Creating and Processing Sales Quotes 111 ... Sales Quote Processing 117 Sales Orders ... 118 3.12 Creating and Processing Sales Orders 118 ... 3.13 E-Mail ... 120 Working from Microsoft Outlook® for Sales Users ... 120 Working from IBM Lotus Notes ... 127 ... VIDEO: IBM Lotus Notes® Settings and Features 132 3.14 Forecasts ... 133 3.15 ... 136 Territories 3.16 Sales Target Planning ... 136 3.17 Analysis ... 138 Analysis for HTML5 for SAP Cloud for Sales 138 ... About Analysis ... 157 Personalizing Dashboards ... 159 SAP Cloud for Customer 4 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Table Of Contents

5 Working with Sales Planning Data ... 159 ... 160 Projecting Sales Volume 161 ... Viewing Forecast Revenue 161 Competitors and Competitor Products 3.18 ... ... 161 Competitors Competitor Products Quick Guide ... 163 164 ... Partners and Partner Contacts 3.19 164 Partners ... ... Partner Contacts 165 166 ... Inviting Partner Contacts to Use the Partner Portal 3.20 Mobile Users 167 ... SAP Cloud for Customer for Android™ ... 167 SAP Cloud for Customer for iPad® 171 ... SAP Cloud for Customer for iPhone® 187 ... ... 191 SAP Customer Insight for iPad® 193 VIDEO: SAP Customer Insight for iPad® ... VIDEO: Navigation and Feed for iPad® ... 193 VIDEO: Creating Items on iPad® ... 194 ... 194 VIDEO: Working with iPad® Offline Mode 4 Service Features 195 ... SAP Cloud for Service: Process Overview 195 4.1 ... VIDEO: Start Here for Service ... 4.2 196 4.3 VIDEO: Start Here for Service and Repair ... 196 4.4 Customer Service ... 196 Queue ... 196 ... 199 Tickets 202 Work Tickets ... ... 205 Processing Tickets in the Agent Workspace VIDEO: Processing Tickets ... 211 ... 212 Templates Working from Microsoft Outlook® for Service Users 214 ... Unassociated E-Mails 218 ... ... 219 Contracts 4.5 ... 222 Customers Accounts ... 222 Contacts ... 231 4.6 Employee Support 234 ... VIDEO: Start Here for Employee Support 234 4.7 ... Registered Products ... 4.8 234 4.9 Warranties ... 236 4.10 Analysis ... 238 4.11 ... 239 Processing Inbound Phone Calls 5 Social Media Features ... 241 SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 5 Table Of Contents

6 5.1 VIDEO: Start Here for Social Engagement 241 ... Customer Service ... 5.2 241 241 Queue ... VIDEO: Processing Tickets 244 ... 244 ... Processing Tickets in the Agent Workspace ... 251 Social Media Messages 252 Templates ... 254 ... Unassociated E-Mails ... 255 5.3 Customers Accounts 255 ... Contacts ... 264 ... 267 Individual Customers Reassigning an Individual Customer's Social Media Profile ... 269 Registered Products ... 5.4 270 ... Warranties 272 5.5 ... 273 5.6 Analysis ... 276 Industry Features 6 6.1 ... 276 Design Win Exchange VIDEO: Start Here for Design Win Exchange 276 ... ... 276 Design Registration Defining Registrable Products for Design Win Exchange 279 ... 6.2 Retail ... 280 SAP Cloud for Customer for Retail: Solution Overview ... 280 SAP Cloud for Customer for Retail Scenario Overview ... 282 ... 283 Customer Lookups with Complete Customer View 284 Product Lookups and In-Store Availability Checks ... ... 285 Store Information and Assigning Employees to Stores Creating and Assigning In-store Activities ... 285 ... 286 Creating Appointments and Store Events ... 286 Time Entry ... Store Check In 287 ... Setting Preferences 287 Transaction History and Order Tracking ... 288 Creating a Shopping Cart 288 ... 6.3 Insurance ... 291 SAP Cloud for Customer Insurance Overview ... 291 Quick Quote ... 291 ... Quote 292 Policy ... 292 Lead to Policy - Process Flow 294 ... 6.4 Utilities ... 295 SAP Cloud for Utilities: Solution Overview ... 295 Business Agreement 296 ... Utilities Lean Quotation (Sales Quote) ... 296 Service Location ... 299 SAP Cloud for Customer 6 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Table Of Contents

7 6.5 Banking 299 ... ... 299 SAP Cloud for Customer for Banking: Solution Overview 301 SAP Cloud for Customer for Banking Scenario Overview ... ... 302 Commercial Banking Scenarios 303 Wealth Management Scenarios ... 305 Common Scenarios for Commercial Banking and Wealth Management ... 6.6 Professional Services ... 308 ... 308 SAP Cloud for Customer for Professional Services: Solution Overview ... Opportunity and Master Project 309 ... Financial Plan 311 6.7 SAP Cloud for Customer Apparel and Footwear Solution (AFS) ... 312 ... 312 SAP Cloud for Customer for Apparel and Footwear Solution (AFS): Scenario Overview ... 313 Adding AFS Products to a Sales Order 6.7.2.1 Creating Product Lists ... .1 313 6.7.2.1 ... Ordering from Product Lists .2 314 ... 6.7.2.1 Ordering from Grid .3 314 6.7.2.1 Order Simulation ... .4 315 Order Transfer 6.7.2.1 ... 315 .5 7 Appendix ... 317 7.1 General Features ... 317 Personalization ... 317 Pricing for SAP Cloud for Customer 319 ... Party Processing ... 322 Keyboard Navigation ... 326 7.2 Analysis ... 327 Working with Reports ... 327 SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 7 Table Of Contents

8 1 General Features 1.1 HTML5 1.1.1 HTML5 in SAP Cloud for Customer Please note that this document is relevant only for HTML5-based screens. Either the described function ® version. To use this is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document. Your solution is HTML5-based if the system URL contains /HTML5 . Your solution is Microsoft Silverlight- Silverlight based if a pop-up window appears when you right-click anywhere on the screen. SAP Cloud for Customer uses HTML5 technology. Prerequisite Your administrator has set the default client to HTML5. Business Background HTML5 is the new standard for internet technology. It has open standards and runs on multiple platforms including mobile-device platforms. Using HTML5 in SAP Cloud for Customer creates a plug-and-play solution, meaning that it is not necessary to install additional software on each user’s machine. Tasks Use Interactive Dashboards HTML5 has enabled some additional features in analytics. For more information, see Using Interactive Dashboards [page 138] . Personalize Your Screens Each user can personalize their own screen to reflect the way they like to work. You can personalize the following: ● Background image For information about personalizing your background image, see Personalizing My Background Image [page 318] . ● Home page For information about personalizing your home page, see Welcome to Your Home Page (3m 40s). ● All other screens SAP Cloud for Customer 8 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

9 1. Start personalization. Stripes appear in the title bar of the solution to indicate personalization mode. 2. Hover on the area you want to change. For information about adding a mashup to a screen, see Personalize a Mashup. 3. Select one of the options that appears in the hover tooltip and make your change. 4. End personalization. The stripes disappear from the title bar. For more information about personalizing HTML5 screens, see About Personalization (HTML5) [page 12] . Use Updated Elements Compared to the Microsoft Silverlight® client, some elements of the screen appear and work differently in HTML5. The following are a few examples: ● Tabs To open multiple items at the same time, such as an account, opportunity, and lead, right-click the item's link Open link in new tab and choose . You can use the tabs to navigate between the open objects. ● Inline editing In the HTML5 version, the editor opens in display mode. Click to make changes to the entries in Edit the fields. Ensure that you have saved your changes by clicking Save . In the Silverlight version, inline editing is available. This means that you need to double-click on a field to edit its content. The button only appears when you have made a change. Save For more information about adding or changing fields, see Extension Fields Quick Guide. ● Reporting an Incident [page 9] 1.1.2 Report an Incident Overview Please note that this document is relevant only for HTML5-based screens. Either the described function ® is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight version. To use this function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document. /HTML5 . Your solution is Microsoft Silverlight- Your solution is HTML5-based if the system URL contains Silverlight pop-up window appears when you right-click anywhere on the screen. based if a If you encounter a problem in the application, you can search existing knowledge bases for a solution. If no solution is available, you can report an incident to your administrator to request help in solving the problem. The system collects context data, such as system information, a screenshot of the screen from which the incident was reported, and relevant business data, and attaches it to the incident. This data gives information about the system at the time at which the incident occurred and helps your provider to better understand the problem if your administrator cannot solve the incident. The context data is only useful if you report the incident from the screen on which the problem occurred since it includes information that is specific to this screen. Therefore, it is important that you always report . Help Report an Incident application-related incidents from the screen on which they occur. To do so, go to SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 9 General Features

10 If your administrator forwards the incident to SAP and SAP's root cause analysis shows that the incident results from a partner product which your company has licensed, SAP may forward this incident, including all corresponding context data, to the support organization of the partner responsible. If you encounter a problem when exporting or uploading business data from or to Microsoft Excel®, you can also screen from the SAP Add-in tab by clicking Help Report an Incident Report Incident access the . Prerequisites You have configured your computer settings correctly by choosing Check My Computer Settings from the logon screen. Process Flow 1. Report an Incident . Help screen, click To reach the Report an Incident Show us where the issue is 2. Under you can annotate a screenshot of where you were working to better illustrate your problem. You can highlight areas of the screenshot or add comments by inserting a callout. This helps your administrator to better understand the problem and solve your incident more quickly. If the screenshot is not relevant, you can: ● Report an Incident Close the screen without saving the changes, then navigate to the screen on which the problem occurred and report an incident from there to ensure that a relevant screenshot is attached to the incident. ● Deselect the Attach Screen checkbox. The screenshot will not be included and you can continue reporting the incident. Optional: You can provide screenshots or other relevant information as attachments to help your administrator understand your problem quickly. To add an attachment, click . Attach File Tell us what's wrong 3. Under , specify the information your administrator requires to solve the incident: ● In the Subject field, enter a brief description of the problem. ● Enter a detailed description of the problem that includes the following information: ○ The events or actions that led to the problem, that is, details how to reproduce the problem ○ The results you expected (for example, different values or a more detailed error message) ○ If you are not reporting the incident from the Help Center , also include the following information in your description: ○ Your user name ○ The work center and view in which the issue occurred ○ The documents or object IDs in which the issue occurred ○ The system behavior (for example, the error message displayed) For security reasons, never include your password anywhere in the incident. If you are an administrator and you want to send the incident directly to your provider, select the Forward to Provider checkbox. 4. Under How serious is it? , select the priority of your incident based on the following information: SAP Cloud for Customer 10 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

11 Business Impact for Incident Priorities Business Impact Priority Can't work Critical business processes are affected and crucial tasks cannot be carried out. The incident requires immediate attention because it could result in business downtime for the organization. Security-related incidents must always be assigned this priority. If you want to report an incident with this priority to SAP outside of your standard local business hours, enter the incident information in English to ensure that it can be processed by after hours support, which is available 24 hours a day, 7 days a week. Business processes are affected, but the incident has only a minor impact on business I am concerned productivity. Minor thing The issue has little or no effect on business processes. 5. To save your entries and submit the incident to your administrator, click Submit . The incident is submitted to your administrator, who either solves your problem directly or forwards the incident to the provider for further analysis. For more information, see Working with Incidents. 1.2 Layout and Navigation The layout of the user interface (UI) in SAP Cloud for Customer is organized by item type into various views, which appear across the top of the screen. Tasks Understanding the Layout of the SAP Cloud for Customer User Interface The following figure illustrates the placement of the work centers and work center views on the user interface of SAP Cloud for Customer. The table below describes each element shown in the figure. ● Work centers A work area that is grouped by function. Titles of the available work centers appear horizontally across the initial screen. The work centers in the figure may look different as the available work centers varies depending on the access rights given by the administrator. ● Work center views A subdivision of a work center. When you choose a work center, the default view will always be the first work center view on the screen. For an example, if you choose the Customers work center, then Accounts will be shown as the default view. ● Toolbar A persistent vertical list of icons that appears on the left side of the screen, offering shortcuts for many of the basic functions, such as search and new. SAP Cloud for Customer 11 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. General Features

12 1.3 Personalization 1.3.1 About Personalization (HTML5) Please note that this document is relevant only for HTML5-based screens. Either the described function ® is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight version. To use this function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document. /HTML5 Your solution is HTML5-based if the system URL contains . Your solution is Microsoft Silverlight- based if a Silverlight pop-up window appears when you right-click anywhere on the screen. You can personalize the SAP solution with your preferences regarding system settings, navigation settings, content, and layout settings of a screen. You can also change labels, add mashups and fields to further personalize your solution. To personalize your solution, you enter the Personalization mode. Go to the Personalize menu in the title bar and select the option. Once you are in the Personalization mode, you can hover over the content Start Personalization area and see that editable areas are highlighted and marked by a frame. When you hover over the area you want to personalize, icons with available functions will be displayed in the upper corner of each framed area. You can select the icon which allows you to make the corresponding personalized changes. In the Personalize mode, you can make various changes to the current screen such as: ● Personalize the layout SAP Cloud for Customer 12 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

13 ● Hide labels and field names ● Add fields and mashups ● Personalize queries ● Edit tabs on an editor screen Personalization mode by selecting the End After completing the personalization of your screen, you can exit the Personalize Personalization option from the menu in the title bar. Apart from the personalized changes mentioned above, you can make changes to your screen without entering Personalization mode. For example, you can sort columns, adjust column width, and rearrange the order of your work centers directly on your screen. If you want to remove any of these changes, you have to select Start Personalization Personalize menu in the title bar. Go to Personalize again, select Discard Screen and all your from the personalized changes will be removed. Note that any changes on the screen take effect immediately. Note that any changes that you make to screen sections, tables, or fields are your responsibility. If you change the name of a field or section, the help documents do not reflect your changes. Tasks Personalize Screen Layout You can personalize your screen layout in the mode. With drag-and-drop you can easily move screen Personalization sections to another location within the current content area. The drag-and-drop feature also allows you to change the display sequence of fields within the current section. This way you can easily move fields up or down and sort fields by your own preferences. To move a screen section to another location, go to Personalize Start Personalization and follow these steps: 1. Go to the screen that you want to personalize. 2. Hover over the highlighted section you want to move. 3. Press the left mouse button and then drag-and-drop the section into the desired location of your screen. . Personalize End Personalization When you have finished, select Note that you can only drag-and-drop objects within one screen area and not to other areas of your screen. Your changes are saved automatically. Personalize My Settings You can personalize your system settings, such as regional settings, help content and related settings, in My Settings from the Personalize menu. ● Regional Settings tab you can select default settings such as date format, time zone, decimal notation, In the and system language. ● In the Onscreen Help tab, you select whether to display additional onscreen explanatory texts and country- specific help. Onscreen explanatory texts consist of text boxes that are shown at the top of a screen or screen section, and short help texts that are displayed when you move the cursor over a field that is underlined. In SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 13 General Features

14 addition, you can activate country-specific online help content to view content specific to your country in the Help Center. ● For a better accessibility, you can choose screen reader support in the Accessibility tab. Screen readers will read UI texts and mouse-over texts in all screens. ● In , you can also change the password you use to log on to the system. Click the Change My Settings Password button to change your current password. ● button, you can access functions to manage logon certificates for your By clicking the Manage Certificate user. Logon certificates enable you to log on to the system without entering your user ID and password. Note that you must log off and then log on again for all changes in My Settings to take effect. Personalize Your Background Image You can personalize your background image and related settings to change the look and feel of your SAP solution. You can set an image as your personalized background image and adjust the color and transparency settings associated to the background image. Personalize My Background Image . menu, select 1. From the 2. To upload a background image, in the My Background Image screen, drag and drop an image file. You can Browse... and select an image from your local system. The image file should be in .png or .jpg also click on format. We recommend that the size of the image is the size of your screen resolution. The size of the image cannot exceed 1MB. ® This feature is not supported for Microsoft Internet Explorer 9 Web browsers. 3. To save your changes, click OK . To remove your personalized background and related settings, in the My Background Image screen, click or . Clear Reset All Add a Field or a Column You can add hidden existing fields or columns to sections and tables. New fields can only be created by the system administrator. You can add these fields, make them visible and use them. To add a hidden existing field or column to a screen, go to Personalize Start Personalization and follow these steps: 1. Open the Editor screen, Quick Create or Quick View window that you want to personalize. 2. Place your cursor over a field or column header and the area becomes highlighted and icons with available functions appear. . followed by Add Fields 3. To add a hidden field or column, click A dialog box with available additional fields appears. 4. Select a field and click Apply to add this field or column to your Editor screen, Quick Create or Quick View window. . Personalize End Personalization When you have finished, select SAP Cloud for Customer 14 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

15 Hide a Field, Section, or Column To hide a field, section, or column on a screen, go to Personalize Start Personalization and follow these steps: 1. Open the Editor Screen, Quick Create or Quick View window that you want to personalize. 2. Go to the field, section or column you want to hide. 3. Once you place your cursor over the item, the area becomes highlighted and icons with available functions appear. to hide the field, section or column from your screen. 4. Click Personalize End Personalization . When you have finished, select You can make hidden items visible again by clicking Add Fields . All hidden and available items followed by will appear in the list and you can add them again. If any hidden sections exist on your screen, an icon appears in the corresponding location of your screen. Add You can make the section visible by clicking . Edit Tabs on an Editor Screen You can work with tabs and personalize them to suit your needs. In mode, you can change the tab Personalization order by dragging and dropping a tab into the desired location of your header. to rename it, or click to hide a tab. Place your cursor over a tab and click To add an additional tab to an Editor screen, go to Personalize Start Personalization and follow these steps: 1. Go to the Editor screen where you want to add a tab. By hovering over the header, it becomes highlighted and icons with available functions appear. and a dialog box with available additional tabs appears. 2. Click Apply . 3. Select a tab title from the list and click 4. The new tab is saved and appears in your header. Personalize . End Personalization When you have finished, select Create/Organize Your Queries You can create new queries, change the default queries, and organize the queries in each screen. Create a new query 1. Go to the screen where you want to create a new query. Enter the parameters for the new query. Click Save Query . 2. In the pop up box, you can give the query a name, and opt to make it your default query. Apply . A new query is created, and it will now appear in your default selection drop down list. 3. Click Organize you queries Organize Query . 1. Go to the screen where you want to organize your queries. Click 2. In the dialogue box that pops up, you can see all the queries available for the screen. You can select a query as your default query by clicking on the radio button next to the name of the query. 3. To remove a query from the list, check the check box next to the name of the query. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 15 General Features

16 You can only remove the queries that you have created, and not the once which are pre-configured in the system. Apply 4. Click . The selected query will now appear as the default query in your default selection drop down list. While the removed query will no longer appear in the list. Alternative way to organize queries The process described here is an alternative way to organize queries. We highly recommend that you use the process as described above. In Personalization mode, you can work with queries and personalize them to suit your needs. You can organize queries, add new queries, or remove queries from your selection list. Start Personalization and follow these steps: Personalize To organize your queries, go to 1. Go to the Editor screen where you want to organize the queries of your selection list. next to your selection list. 2. Click All your filter categories are displayed. 3. Place your cursor over a field, the area becomes highlighted and icons with available functions appear. and a dialog box opens. 4. Click 5. In the dialog box, you can select your default query or remove any queries from the selection list. 6. Click Apply to save your changes. Personalize and follow these steps: Start Personalization To add a new query to your selection list, go to 1. Go to the Editor screen where you want to add a new query to your selection list. next to your selection list. 2. Click All your filter categories are displayed. 3. Place your cursor over a field, the area becomes highlighted and icons with available functions appear. followed by . Add Query 4. Click A dialog box opens. 5. In the dialog box, you can add the name of your new query and set it as default if necessary. Apply to save your changes. 6. Click Personalize . End Personalization When you have finished organizing your queries, select Edit Queries on an Editor Screen This is an alternate way to create / organize your queries. We recommend that you use the procedure as described in the Create/Organize Your Queries . Personalize a Mashup 1. From the menu in the screen that you want to personalize, select This Screen . Personalize The personalize panel opens. 2. Click Mashups and Web Services to open this section of the personalize panel. A list of all mashups that can be used in the current screen is displayed. 3. Click on a mashup to view more information and adjust settings. 4. To make a hidden mashup visible, select the Visible checkbox next to the mashup name. SAP Cloud for Customer 16 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

17 Note that the mashup will be visible on the screen the next time you open it. 5. If required, you can adjust the appearance of the mashup by selecting one of the following options under . Properties The options available to you will vary depending on the mashup. ● Web Services Menu The mashup can be accessed from the menu button that is typically located in the Web Services menu bar at the top of a screen. ● Web Services Menu in Section menu button located in a section of a screen. Web Services The mashup can be accessed from a ● Link in Section The mashup can be accessed using a link directly embedded in a screen section. ● New Screen Section The mashup is embedded directly into the screen as a new section. ● Embedded Near Section The mashup is embedded directly into the screen as a new section. This section is located beside or below the named section. To display an embedded mashup across the full width of the screen rather than the default setting of half screen width, select the Full Width checkbox. 6. Save your changes and close the personalize panel. You can personalize your screen by selecting from a list of available mashups. Afterwards, they are either displayed Web Services . If you need a new mashup, you can ask your on your screen, or you can access them by clicking administrator to procure it from the SAP Store or to create a new mashup. For more information on how to personalize a mashup, see Personalize a Mashup. Discard Your Personalization Changes The changes you’ve made are reversible. You can undo the personalization of the current screen and set it back to default. Navigate to the screen, go to Personalize Discard Screen . This discards all changes in the title bar and select that you have made to the current screen. For example, if you added new sections, fields and mashups to a screen and click , all changes to screen layout and embedded mashups are discarded. Discard Screen Personalization mode, you will also find a While working in the icon in sections and tables. By clicking Revert Changes , you will undo the personalization for the highlighted section or table only. For example, if you’ve added fields to , but the rest of the personalized screen remains the same. a section, you can remove them by clicking Navigate Through Your Screen In Personalization mode, you can navigate easily from one screen element or section to the superordinate area. Place your cursor over the field or section until the area becomes highlighted and icons with available functions appear. Then select and it will move you up to the corresponding superordinate area. While working in Personalization mode, you can move up from a field to the superordinate section to make changes on section level: . 1. Hover over a field and click 2. You will move up and the section area becomes highlighted. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 17 General Features

18 3. You can make further personalized changes on section level, such as discard changes and change section titles. Personalize End Personalization . When you have finished, select 1.3.2 About Personalization (Microsoft Silverlight®) You can personalize the SAP solution with your preferences. You can personalize system settings, navigation settings, content and layout settings of a screen. from the Personalize menu in the title bar, the personalize panel opens on the right side When you select This Screen of the screen. The personalize panel contains the following sections: ● Personalize Layout : A list of available content for the current screen is displayed. ● Mashups and Web Services : A list of all available mashups for the current screen is displayed. Note that any changes that you make to screen sections, tables, or fields are your responsibility. If you change the name of a field or section, the help documents do not reflect your changes. Tasks Personalize My Settings You can personalize your system settings, such as data and time formats in My Settings from the Personalize menu. You can also personalize your background image and related settings to change the look and feel of the solution. For more information, see [page 317] . Personalizing My Settings Display and Rename a Field on a Quick Create or Quick View Window 1. From the Quick Create or Quick View window that you want to personalize, click the Settings icon. The personalize panel opens. 2. In the personalize panel, in the Sections table, select the screen section where the field that you want to personalize is located. 3. In the Fields table, select the field that you want to display. Fields Visible checkbox of the field. 4. To display the field in the screen, in the table, select the Fields table, use the arrow buttons to move the field up or 5. To adjust the display sequence of the field, in the down. Field Properties section, you can change the time of the field. 6. In the Save and close the personalize panel. 7. To save your changes to the current screen, click Display and Rename a Field on an Editor Screen 1. From the Editor screen that you want to personalize, open the Personalize menu and select This Screen . The personalize panel opens. Sections table, select the screen section where the field that you want to 2. In the personalize panel, in the personalize is located. 3. In the Fields table, select the field that you want to display. 4. To display the field in the screen, in the Fields table, select the Visible checkbox of the field. SAP Cloud for Customer 18 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

19 5. To adjust the display sequence of the field, in the Fields table, use the arrow buttons to move the field up or down. 6. In the Field Properties section, you can change the name of the field. and close the personalize panel. Save 7. To save your changes to the current screen, click Add a Tab to an Editor Screen menu and select This Screen . The 1. From the Editor screen that you want to personalize, open the Personalize personalize panel opens. Sections table, select the Tabs item. 2. In the personalize panel, in the Add . A dialog window opens. Tabs section, click 3. In the Add Tab 4. In the dialog window, enter the name of the new tab. 5. From the header, select the fields or groups of fields that you want to display under the new tab. 6. Drag and drop the fields into the content area of the new tab. Save and close the personalize panel. 7. To save your changes to the current screen, click Personalize Reports 1. From the Dashboard screen that you want to personalize, open the menu and select This Personalize Screen . The personalize panel opens. 2. In the personalize panel, in the Dashboard table, select the report that you want to display. 3. Drag and drop the report into the content area. 4. To rename the report, in the content area, click the name of the report and enter the new name. 5. To change the display view of the report, in the content area, click the Chart icon under the name of the report and select the display view to be used to display the report. For example, you can select table view, bar view, line view, or pie view. 6. To configure the report, in the content area, click the Settings icon on the top right of the report and make the following changes if applicable: ● Remove the report. ● Rename the report. ● Resize the columns in the report. Save and close the personalize 7. To save your changes to the current screen, in the personalize panel, click panel. Personalize a Mashup For more information, see Personalize a Mashup. Discard Your Personalization Changes You can discard all personalization changes that you have made to a screen. 1. Navigate to the screen, and from the Personalize menu, select This Screen . The personalization panel opens. or Screen Layout . 2. Click on a section of the personalization panel, for example, Mashups and Web Services Discard . 3. Click This discards all changes that you have made to the current screen. For example, if you are currently in the Discard , all changes to screen layout and embedded mashups Mashups and Web Services section and click in the screen are discarded. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 19 General Features

20 1.4 Changing Your Profile Picture Your profile gives you tools to manage your personal information. To open your profile, in the topmost menu bar, . Profile choose Your Name Tasks Changing Your Profile Picture 1. Actions From your profile, choose Change Image . 2. Browse and select the image you want to upload. 3. Save your entries. The image that you selected appears as your profile picture. 1.5 VIDEO: Customizing Your Personal Settings Video Customizing Your Personal Settings (3m 43s) Find out how to change your general system settings and how to personalize the content on screens. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 1.6 VIDEO: Creating and Editing Items Video (2m 11s) Creating and Editing Items Find out the different ways you can create items. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. SAP Cloud for Customer 20 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

21 ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 1.7 Feed 1.7.1 VIDEO: Changing Your Feed Settings Video Changing Your Feed Settings (2m 49s) Find out how to adjust which updates you receive from the source you're following and how to automatically flag and tag incoming updates. YOU AGREE that unless expressly stated You are entering a site that is not hosted by SAP. By using such links, otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 1.7.2 About the Feed The feed allows you to quickly communicate and collaborate with your network. The feed is where you post updates to your network and receive updates from your feed sources — the information and people you need to complete your work. In the feed, you can post feed updates (using shorthand), comment on feed updates, and delete feed updates. You can also manage your feed sources and feed settings. As with other items, you can also search feed updates, use filters to view only certain types of updates, and flag or tag feed updates, or add them to your favorites. Tasks Posting Feed Updates To post a feed update, enter a text of up to 500 characters in length, then choose Post . Once you post an update, it appears in your feed. If other employees are following either you or the item you updated, then your update also appears in their feed. Employees you mention in your update (with the shorthand @ ) also automatically see the update in their feed, even if they are not following you or — when you mention them while posting an update from an item — the associated item. Using Shorthand in Feed Updates Within feed updates, you can use shorthand to tag items or mention people, or send private updates, as described below. SAP Cloud for Customer 21 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. General Features

22 Shorthand Description To tag an item or mention a person in your update, enter an at sign ( @ @ ) plus the item or person name. to tag the account named , or enter @Frank Friedman to @AccountABC For example, enter AccountABC mention a customer named Frank Friedman. Items that you tag in an update appear in the feed as links that can be opened for viewing or editing. Employees who receive your update can only open tagged items that they are already following. * To send a private update to an employee, enter an asterisk ( * ) plus the employee name, followed by the private update. *Maria Smith For example, to send the private update “Good work!” to the employee Maria Smith, enter , then choose . Good work! Post @Ac , @Fr or — an automatic *Ma After you enter shorthand and two characters of the item or person — for example, search is performed, comparing your entry with existing items or people, and allowing you to select the correct one. If a business document has a single-digit number, enter an asterisk after the number, for example 5* . Commenting on Feed Updates To comment on a feed update, choose Comment within the update. Enter your comment, then choose Post . Within the comment of a feed update, you can also use the shorthand @ to tag items or mention people. If you tag an item in the comment, then your comment also appears in the feed of that item. You cannot use the shorthand to send private comments to other employees. * Deleting Feed Updates To delete a feed update, choose Delete within the update line. In response, the update and its comments will be removed from your feed. If you delete a feed update of your own, then the update and its comments will be removed both from your feed and from the feed of your followers. Certain feed updates cannot be deleted. Following Feed Sources If you are authorized to receive updates from an item that you have chosen to follow, then updates about that item automatically begin to appear in your feed. If you are not authorized, then a follow request is sent to the person responsible for approval. If you stop following an item or person, then the source is removed from your feed, and updates for that item or person no longer appear there. Managing Feed Sources Feed Feed Sources , where you can see a list of the sources that you To manage your feed sources, choose are currently following. For each source that you follow, you can specify the source events that will trigger an update. To do so, select a source from the list, then choose Manage Source Events . SAP Cloud for Customer 22 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

23 On this screen, you can specify, for example, that a status change to an account that you are following will trigger an update in your feed. You can also specify whether the source event will be included in e-mail digests, or flagged. Feed Events [page 23] For more information about source events, see . Managing Feed Settings Feed Settings To manage your feed settings, choose , where you can determine the following: Feed ● How your follow requests are accepted To specify that all follow requests be accepted automatically, choose Automatically accept requests to follow . ● Whether e-mail digests for feed updates are sent To receive periodic summaries of all feed updates via e-mail, choose . Send digests of all my feeds ● The date by which feed updates are sorted Feed updates are sorted, by default, according to the date they were last commented. If you prefer that feed updates be sorted according to the date they were created, then select According to creation date . On this screen, you can also define default event types for the items that trigger feed updates. [page 23] . For more information about source events, see Feed Events 1.7.3 Feed Events For each type of feed source there are defined events which, when selected, trigger feed updates. The table below lists those events and, in some cases, an additional description of the event. Feed Events Default Source Event Additional Description Event Account Yes A feed update is posted if an owner is assigned when the Creation account is created. This default event cannot be switched off. Yes Creation of Contact Address Change A feed update is posted if changes are made to any address No on the account. Owner or Territory Change Yes Status Change No Addition or Removal of No Attachment or Note No A feed update is posted if an account activity (that is, an Activity Creation or Change appointment, task or phone call) is created or changed. Update Posted from the Item Yes When someone posts an update from the item view, the feed View update will contain a byline indicating who posted the update. This default event cannot be switched off. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 23 General Features

24 Default Source Event Additional Description Event Opportunity A feed update is posted if an owner is assigned when the Creation Yes opportunity is created. This default event cannot be switched off. Yes Status Change Sales Phase Change Yes Yes Revenue Change Category Change Yes Yes Chance of Success Change No Addition or Removal of Contact Addition or Removal of Sales No Team Member Addition of Removal of No Product or Quantity Change Addition or Removal of No Attachment or Note Activity Creation or Change A feed update is posted if an opportunity activity (that is, a No task) is created or changed. Owner Change Yes No Addition or Removal of Competitor Quote and Sales Order Yes A feed update is posted if a quote request or sales order Creation request is created. The resulting feed update will not contain user information. Yes When someone posts an update from the item view, the feed Update Posted from the Item View update will contain a byline indicating who posted the update. This default event cannot be switched off. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 24 General Features

25 Default Source Event Additional Description Event Lead A feed update is posted if an owner is assigned when the lead Creation Yes is created. This default event cannot be switched off. Yes Status Change Yes Qualification Level Change Addition or Removal of No Attachment or Note Addition or Removal of Yes Contact Yes Lead Conversion A feed update is posted if the lead is converted to an opportunity. No Activity Creation or Change A feed update is posted if a lead activity (that is, a task) is created or changed. Addition or Removal of No Product or Quantity Change Owner Change Yes Update Posted from the Item Yes When someone posts an update from the item view, the feed View update will contain a byline indicating who posted the update. This default event cannot be switched off. Ticket Status Change Yes Service Request Escalation Yes A feed update is posted if the ticket is escalated. A feed update is posted if the agent assigned to the ticket is Service Request Processor Yes Change changed. Yes A feed update is posted anytime new text is added to the ticket Text Changes by anyone other than the assigned agent, for example the customer responds or another agent adds a note. Contact Contact Details Change Yes A feed update is posted if changes are made to the contact details on the header level only (for example, function, department, or phone). Address Change Yes A feed update is posted if changes are made to any address for the contact. No A feed update is posted if a contact activity (that is, an Activity Creation or Change appointment, task or phone call) is created or changed. Update Posted from the Item Yes When someone posts an update from the item view, the feed View update will contain a byline indicating who posted the update. This default event cannot be switched off. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 25 General Features

26 Default Source Event Additional Description Event Employee User Update Yes A feed update is posted if changes are made to the employee No Profile Change profile such as phone, mobile, e-mail, or address information. This event is only relevant if you have chosen (via Managing User Requested to Follow You Yes ) not to have requests to follow you Feed Settings automatically accepted. This default event cannot be switched off. This default event cannot be switched off. User Accepted a Request to Yes be Followed If provided, the reason for the rejection is included in the User Rejected a Request to be Yes Followed requestor's feed update. This default event cannot be switched off. Yes Activity Creation or Change A feed update is posted if an employee activity (that is, an appointment, task or phone call) is created or changed. Private Update Yes Private updates are declared using the asterisk (*) notation. This default event cannot be switched off. Feed Item Comment or Reply Yes A feed update is posted to all recipients of the original feed item when a comment or reply is posted, unless they have deleted the original feed item. This default event cannot be switched off. Group Yes Addition or Removal of Member No Addition or Removal of Attachment 1.8 VIDEO: Using the Toolbar and Panes Video Using the Toolbar and Panes (3m 47s) Find out how to use the toolbar to search for and create items quickly, and how to use panes to search for tags, favorite and flagged items, products, and solution help. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. SAP Cloud for Customer 26 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

27 1.9 VIDEO: Using the Shelf, Flags, and Favorites Video (2m 46s) Using the Shelf, Flags, and Favorites Find out about the shelf, how flags and favorites are connected to it, and how to use it to keep important items at your fingertips. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 1.10 Shelf The shelf displays items that you flag or mark as favorite. These items remain on the shelf for quick access until you remove them. Tasks Adding Items to the Shelf 1. Access the item that you want to add to the shelf. 2. Set a flag or favorite indicator for the item. The item you flagged or marked as a favorite now appears in the shelf pane for quick access. Opening Items from the Shelf 1. Open the shelf pane by choosing Shelf . 2. Use the following predefined filters to sort the items: ● All ● Flagged Items ● Favorite Items 3. To open an item from the shelf, choose the name of that item, which appears as a link. To open a feed update, choose the Open icon. (The links in feed updates link to the item or person in the feed update.) Removing Items from the Shelf Items remain in the shelf pane until you remove them manually. To do so, you have the following options: ● Remove all flag and favorite indicators from the item. SAP Cloud for Customer 27 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. General Features

28 ● Remove the item from the shelf directly as follows: a. Rest the cursor on the shelf item. The Remove icon appears. . Remove b. Choose The item disappears from the shelf pane, and the flag and favorite indicators are removed from the item. The item still exists in the system. 1.11 Tags Tags are indicators that help you categorize items. Tags appear in the Tags pane, and in item headers. Tasks Creating or Adding a Tag 1. Open the item to which you want to add a tag. The tags area is located in the item header. Add Tag 2. In the tags area, choose the plus sign (+), which has the tooltip . 3. Enter the name you want to use for your tag then choose SPACEBAR . You have the following options: ● To enter a public tag that all users can see, enter the tag text in the entry field. ● To enter a private tag that only you can see, enter an asterisk (*) before the tag name. For example, at a sales conference, you talk to five potential customers who are eager to buy your product. You want to follow up on these leads yourself, so you use a private tag, *hot_leads , so that you can find them easily in the system and call them next week. ● Tags cannot contain spaces. ● Tags are not case-sensitive and always appear in the pane as lowercase. Tags For example, the system regards the following tags as the same tag, which appears in the system as “hartford”: ● Hartford ● HARTford ● hartford 4. As you type your tag, the system runs an automatic search, comparing your entry to existing tags. You can accept a suggested tag from the list presented by the solution. When you accept a suggested tag, the system creates a copy of that tag for you. As a result, you can edit, remove, or delete any tag that you assign to an item without affecting this tag in the rest of the system. Edit tooltip, which appears when you click in the Tags area in the item header 5. To add an additional tag, click the and add your tag to the list. 6. Save your entries. SAP Cloud for Customer 28 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

29 Displaying Items Assigned to a Tag 1. Open the tags pane by choosing . Tags For more information about panes, see Layout of the User Interface. 2. Search or filter the list. search field at the top of the pane. When you click on the To search the list, enter a search term in the Find... screen appears and lists the corresponding items. Search result of the search, the To filter the list, you can use the following predefined filters: ● Recent This filter shows the 50 most recently used tags from the last 30 days. This list is sorted chronologically so that the tags that were used most recently appear at the top of the list. ● Private This filter shows your 50 most frequently used private tags in the system. ● Public This filter shows the 50 most frequently used public tags in the system. ● Top 50 This filter shows a ranked list of the top 50 most popular tags that have been used in the system, including both your private tags and all public tags. A tag can be used multiple times. The sum of all usages of exactly the same tag defines the rank of that tag in the list. You can display the tags in list view and cloud view by using the corresponding buttons at the bottom of the pane. For more information about display options, see Understanding the Display Options. 3. Select a tag from the list. The system runs a search for items assigned to that tag and displays them as search results. You can also run this same search using shortcuts in the global search. For more information, see Running a Global Search. Renaming a Tag 1. In the Tags pane, click on the tag you want to rename. This opens the Search , where all items containing your tag are listed. 2. Open the item in which you want to change the tag. 3. Delete the existing tag and replace it with the new tag. Removing a Tag from an Item 1. Open the item that contains the tag that you want to remove. 2. In the item header, in the tags section, all the tags for this item appear. 3. Click the pencil icon that appears when you hover in the Tags area. Rest the cursor on the tag that you want to remove. Remove A x ) icon appears to the right of your tag. ( If you move the cursor over a tag and the Remove ( x ) icon does not appear, it means that it is someone else’s tag, and you cannot remove it. 4. Choose . Remove The tag is removed from this item only. All other items in the assigned to this tag keep their assignments and the tag is still displayed by the solution as one of your tags. Deleting a Tag 1. In the Tags pane, find the tag you want to delete and choose the Delete icon. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 29 General Features

30 2. Confirm the message that appears at the bottom of the pane. The tag is deleted from the system and no items are associated with the tag any longer. Automatically Adding Tags to Feed Updates When you add a tag to a feed source, the same tag is added automatically to any subsequent feed updates from this source. You can only add private tags to feed sources. If you enter or select a public tag, the system switches it to a private tag by adding an asterisk (*) before the tag text that you entered. For example, one of your colleagues has been helpful in the past with marketing questions, so you add her as a feed source, which you tag with *marketing . When a feed update from her arrives, it *marketing . Since the tag is private, you are the only one who automatically appears with a private tag, sees this tag when you view the feed update. Thanks to the tag, when you see feed updates from her, you can identify the source immediately, and you can use a tag search to find other feed updates from her. See Also VIDEO: Organizing Your Items with Tags [page 30] 1.12 VIDEO: Organizing Your Items with Tags Video Organizing Your Items with Tags (2m 12s) Find out how to use tags to organize and quickly find items. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 1.13 Download Tasks Ensure that your Web browser is set to prompt automatically for file downloads. If needed, consult your Web browser documentation for additional information. Downloading Add-Ins to Synchronize and Export Data To download add-ins that enable data to be communicated to external applications, proceed as follows: SAP Cloud for Customer 30 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

31 1. Under Download , select one of the following add-ins: ● Add-In for Microsoft Outlook® For information about using SAP Cloud for Customer together with Microsoft Outlook, see Working from or Working from Microsoft Outlook® for Service Users [page 120] Microsoft Outlook® for Sales Users . [page 214] ● Add-In for Microsoft Excel® For information about using SAP Cloud for Customer together with Microsoft Excel, see Working with Reports in Microsoft Excel®. 2. Choose Download . 3. Select one of the following download options: ● To execute and install the add-in directly, choose Run . Follow the instructions provided by the setup wizard to install the add-in directly. When the setup wizard has finished, you may begin to use the add-in. ● To download the add-in to your preferred directory, choose Save . Execute the add-in from your preferred directory at a later time, then follow the instructions provided by the setup wizard to install the add-in for subsequent use. Downloading Mobile Applications Under Download , select one of the mobile applications. This opens a new browser window containing a Web site where you can download the mobile application for the appropriate Cloud solution. For more information about the mobile application you are interested in, see: ● [page 167] SAP Cloud for Customer for Android ● [page 171] SAP Cloud for Customer for iPad ● [page 187] SAP Cloud for Customer for iPhone 1.14 Creating Incidents Beta Feature (Beta) Administration tab. If you are This document describes how to access these features from the accessing the features described here from the existing Administrator tab, or an alternate entry point, the menu paths may be different. This tab is available only in the Silverlight client. To switch to the Silverlight client from the HTML5 client, choose Adapt Launch in Microsoft Silverlight® . You can create incidents to report problems with the user interface to your administrator. Tasks Creating an Incident To create an incident: 1. Open the Help Center pane and click Report Incident . 2. In the window that appears, enter the following information: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 31 General Features

32 ● Enter a . Subject ● Select a Priority setting from the drop-down. ● Category Enter a . ● Enter a note describing the issue in the Description field. to submit the incident or Close if you do not want to submit the incident. Save and Close 3. Click Editing an Incident You can add additional notes, files, and Web site links to an incident to provide information that will help your administrator understand the user interface problems that you have experienced. To add notes to the incident, proceed as follows: 1. Open the Help Center Track My Incidents . pane and click 2. Open the incident by clicking either the subject or the ID number. 3. Enter any additional information into the box. Note Submit . 4. Click To add files to the incident, proceed as follows: 1. Open the pane and click Track My Incidents . Help Center 2. Open the incident by clicking either the subject or the ID number. 3. Click Attachments . . Add then choose File 4. Click 5. Use the browser in the window that opens to navigate to the item on your desktop. 6. Double-click the item. 7. If necessary, add a title and comments. . Add 8. Click To add a link to the incident, proceed as follows: 1. Open the pane and click Track My Incidents . Help Center 2. Open the incident by clicking either the subject or the ID number. Attachments . 3. Click Add then choose Link . A browser window opens. 4. Click 5. In the window that opens, specify the URL of the link that you want to add. 6. If necessary, add a title and comments. . Add 7. Click Creating a Trace for an Incident A trace is a record of the program running in the background. Your administrator may ask you to provide this information to understand the incident you have reported. To record a trace, proceed as follows: 1. Open the pane and click Track My Incidents . Help Center 2. Open the incident by clicking either the subject or the ID number. . Start Trace 3. Click 4. Perform any activities in the user interface as instructed by your administrator. Stop Trace . 5. When you are finished, click The trace recording will be sent automatically to your administrator. SAP Cloud for Customer 32 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

33 6. If you make a mistake while recording the trace, click Cancel Trace and re-perform this activity. 1.15 Legacy Groups Groups are now supported via SAP Jam. Groups created in previous versions of SAP Cloud for Customer are . You can continue to edit and manage legacy groups, but you cannot create new now labelled Legacy Groups http:// groups in this tab. For more information, on the Groups function in SAP Jam, visit SAP Help Portal, at . help.sap.com/sapjam You can use groups to collaborate with other employees via the feed and to share attachments. When you create a group, you automatically become the group owner. There are three types of groups: ● Public groups are visible to all employees and requests to join are automatically accepted. Anyone can post updates, add and remove attachments, or add members. ● Private groups are visible to all employees but require the owner to accept requests to join. You must be a member to post updates, add and remove attachments, or add members. ● Secret groups are only visible to members and require an invitation to join and owner approval. You must be a member to post updates or add and remove attachments. New members must be approved by the group owner. Tasks Changing Group Attributes If you are the group owner, you can change the group type, or status. To do this, display the group details and then position the cursor over the corresponding field in the group header and click it to enter the edit mode. Adding Members to a Group 1. Display the group details. 2. Select the tab. Members Add 3. Choose . 4. Select the employee you wish to add or invite and save your entry. Any member of a public or private group may add new members. For secret groups of which you are not the owner, the owner receives a notification to either accept or decline the member request. Removing Members from a Group To remove yourself or other members from a group, from the Members tab of the group click the Remove icon for each member you want to remove and confirm. If you are the group owner, you must assign a new owner before you can leave the group. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 33 General Features

34 Changing the Group Owner If you are the current group owner, you can assign a group member to be the new owner. Actions Change Owner , and select a group member. To change the group owner, from the group header choose 1.16 Calendar /HTML5 . This feature is only available for HTML5 clients. Your solution is HTML5-based if the system URL contains For more information about the HTML5 client, contact your system administrator. If you are not using the HTML5 client, you can see your appointments and visits in the calendar pane. Tasks Your calendar shows all of your upcoming appointments, visits, and phone calls. Each one is color coded, based on its status. Access the calendar from anywhere in the solution by using the icon in the toolbar. Creating new appointments, visits, or phone calls from your calendar 1. Click on a block of time in your calendar or choose . New 2. Select which type of activity you want to create. 3. In the screen that appears, enter the details. 4. Save your entries. Your appointment, visit, or phone call appears in your calendar. Filtering your calendar entries 1. Select . Filter 2. Select the types or statuses that you want to use for your filter. The calendar display shows only calendar entries that meet the criteria you selected. Displaying calendars of your colleagues 1. In the field that displays your name, clear your name and start typing the name of a colleague. 2. Select the name of your colleague from the available options. Your calendar is replaced by that of your colleague. It is not possible to display more that one calendar at a time. Displaying your calendar After you have checked your colleague's schedule, choose Reset . Your calendar appears. See Also VIDEO: Start Here for Sales [page 79] SAP Cloud for Customer 34 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

35 1.17 Activities Activities are methods of recording information that results from interactions between business partners during the customer relationship life cycle. Each activity type includes a notes feature that allows you to add more information, as necessary. If your administrator has included the tab for activities, you can use it to track the changes Changes made to each activity. Your administrator may have enabled fields or created custom content for those fields, such as company- Document Type field. To use these fields, you must add them by personalizing specific categories for the your activity screens. For more information, depending on the client you are using, see About Personalization (HTML5) [page 12] or About Personalization (Microsoft Silverlight®) [page 18] . The following table lists the available activity types and options for creating them: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 35 General Features

36 Create Create Create Create from IBM from from from Lotus Microsoft Reference Activities ® ® Item View Description Activity Outlook Notes X A planned activity that is maintained in a calendar, including X X X Appointm ents (sync in (sync in external appointments and scheduled meetings with business both both partners. Appointments contain information regarding the business partner involved and the date on which it is to take directions directions place. ) ) To check your schedule for upcoming visits and Calendar . appointments, you can use the ● Calendar Microsoft Silverlight® clients: use the pane. ○ Other activity types, such as phone calls, e-mails, and tasks, do not appear in the calendar pane. ○ My Team or Even if you are looking at another group tab, the calendar pane only displays your own schedule. ● HTML5 clients: use the . Calendar ○ In addition to appointments and visits, phone calls also appear on your calendar. ○ You can view other users' schedules if you are authorized to do so. For more information, see Calendar . [page 34] The calendar view of an account shows all upcoming appointments for that account in one calendar, even if they were scheduled by other colleagues. For more information, see Accounts [page 80] . The location in the system allows 80 characters. It reflects the first 80 characters of the location in appointments that are synchronized from the e-mail add-in. If you need more space for the location, you can use personalization to add a second line for the location. Then, when you synchronize an appointment from your e-mail add-in, the rest of the characters (characters 81–255) appear in line 2. If you enter location information in line 2 directly in the browser, there is no character limit. For more information about personalization, depending on the client you About Personalization (HTML5) are using, see or About Personalization (Microsoft [page 12] . Silverlight®) [page 18] You can cancel appointments in the system. Unlike deleted activities, canceled activities still appear in the system, which means you can use them to track appointments that were originally scheduled but not completed. Canceled appointments are synchronized with Microsoft Outlook but not with IBM Lotus Notes. In SAP Cloud for Customer Microsoft Outlook, a canceled appointment is PUBLIC 36 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • General Features reflected the same way as a deleted appointment: If you are the organizer, the appointment is canceled and a cancellation is sent to participants.

37 Create Create Create Create from IBM from from from Microsoft Lotus Reference Activities ® ® Item View Activity Description Notes Outlook An electronic message that is sent from one person to another X E-Mails X (sync in person or group. (sync in one one direction direction only) only) X Phone X A business option that allows you to track and document your calls phone calls with business partners. If your solution has SAP Cloud for Service features enabled, Activities you can convert phone calls into tickets. Go to and then Actions Convert to Ticket . A Phone Call . Select ticket has been created that contains the information from the . phone call activity. The new ticket can be found in the Queue Tasks A unit of work that has to be done by a user. X X X X (sync in (sync in In the advanced search for activities, you can both both exclude tasks that were generated as a part of visits, directions directions which helps you focus on tasks that are not linked to ) ) visits. E-Mail You can use an e-mail blast to send mass e-mails to a target group. A subset of the campaign tracking options are available Blast for e-mail blasts. To send an e-mail blast, you must first do the following: ● Ensure that your administrator has set up mass e-mail in your system. For more information, see Activation of Mass E-Mail. ● Save an e-mail template on your local drive. For more information, see E-Mail Templates. For information about the options related to SAP Cloud for Customer in Microsoft Outlook, see Working from Microsoft Outlook® for Sales Users or Working from Microsoft Outlook® for Service Users [page 120] [page 214] . For information about the options related to SAP Cloud for Customer in IBM Lotus Notes, see Working from IBM Lotus Notes [page 127] and VIDEO: IBM Lotus Notes® Settings and Features [page 132] . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 37 General Features

38 1.18 E-Mail 1.18.1 Installing the SAP Cloud for Customer Add-In for Microsoft Outlook® The SAP Cloud for Customer Add-In for Microsoft Outlook allows you to exchange information between Microsoft Outlook and SAP Cloud for Customer. Microsoft Outlook integration supports Microsoft Outlook 2007, Microsoft Outlook 2010, and Microsoft Outlook 2013. Tasks Installing or Updating the Add-In for Microsoft Outlook Integration Each user who wants to use SAP Cloud for Customer functions from Microsoft Outlook must install the add-in on his or her computer. To update the add-in, follow the same procedure. To download the add-in, you must have administrative rights on the computer. To avoid compatibility issues with previous releases, make sure that you have installed the latest version of the add-in. 1. In SAP Cloud for Customer, choose Download . 2. Choose the download link for the add-in for Microsoft Outlook. 3. Install the add-in. Follow the instructions in the installation wizard. 4. Restart Microsoft Outlook to activate the add-in. When you restart Microsoft Outlook SAP Cloud for Customer appears on your Microsoft Outlook screen, either as a separate toolbar (Microsoft Outlook 2007) or as a separate tab in the ribbon (Microsoft Outlook 2010 and Microsoft Outlook 2013). Making Settings for SAP Cloud for Customer Add-In for Microsoft Outlook 1. Enable the side pane in Microsoft Outlook as follows: Action Microsoft Outlook Version Enable the view SAP Cloud for Customer . 2007 Enable the add-in SAP Cloud for Customer . 2010 and 2013 2. Check the SAP Cloud for Customer folder locations in Microsoft Outlook as follows: Action Microsoft Outlook Version Check tools for SAP Cloud for Customer Add-In Settings . 2007 SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 38 General Features

39 Microsoft Outlook Version Action 2010 and 2013 Choose Settings . SAP Cloud for Customer The add-in automatically creates the synchronization folders, including the following: ● Default Folder This is the main folder where error and conflict information is stored. ● Accounts Folder (only necessary for sales users) This folder contains the accounts downloaded from SAP Cloud for Customer. ● Contacts Folder (only necessary for sales users) This folder contains the contacts downloaded from SAP Cloud for Customer. To change any of these folders, click the folder link, select a new folder, and choose OK. Advanced Settings section, set the following: 3. In the a. If you want the system to display synchronization-related notifications in a message in the Microsoft Windows task bar, select the Display Synchronization Notifications checkbox. b. If you want the system to display synchronization-related errors in a message in the Microsoft Windows task bar, select the Display Synchronization Errors checkbox. You can use a right click on the SAP Cloud for Customer add-in icon in the Microsoft Outlook toolbar as a shortcut to display synchronization errors and notifications directly, access the error and conflict folders, open the activities list, and send meeting requests. 4. If you are a service agent using Microsoft Outlook to reply to tickets, in the section, Initial Synchronization select the Enable Service Scenario checkbox. Uninstalling the Add-In for Microsoft Outlook Integration If you want to update your add-in, there is no need to uninstall it. Simply follow the procedure described in section Installing or Updating the Add-In for Microsoft Outlook Integration . If you no longer want to use the SAP Cloud for Customer Add-In for Microsoft Outlook, you can uninstall it as follows: 1. On your computer, from your list of installed programs, uninstall the add-in for Microsoft Outlook. 2. In Microsoft Outlook, find the folder that has the same title as the SAP solution and delete it. See Also [page 120] Working from Microsoft Outlook® for Sales Users Working from Microsoft Outlook® for Service Users [page 214] 1.18.2 Installing the SAP Cloud for Customer Add-In for Gmail™ The SAP Cloud for Customer Add-In for Gmail allows you to exchange information between Gmail and SAP Cloud for Customer. To use this add-in, you must first install it and make a few settings, as described here. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 39 General Features

40 Tasks Installing the Add-In 1. Go to the Google Chrome Web Store and search for “SAP Cloud for Customer Add-In for Gmail™”. 2. Download the app by clicking . + FREE The end-user license agreement (EULA) appears. Scroll down to read the agreement, then accept or reject it with the buttons at the bottom of the page. If you reject the agreement, you will not be able to use the app. You can review the EULA later on and Options License accept it under . Making Settings 1. Open a Google Chrome™ browser and from the browser menu, choose Tools Extensions . A list of your extensions appears. 2. Under the SAP Cloud for Customer Add-In for Gmail app, choose Options . 3. In the URL field, enter the URL for your company's SAP Cloud for Customer system, which was probably communicated to you by your system administrator. 4. If you did not accept the end-user license agreement (EULA) during installation and would like to do so, or if License . you would just like to review it, choose See Also [page 40] Working from Gmail™ 1.18.3 Working from Gmail™ Prerequisites You have installed the SAP Cloud for Customer Add-In for Gmail™ locally on your computer and made the appropriate . [page 39] Installing SAP Cloud for Customer Add-In for Gmail™ settings. For more information, see Tasks Logging on to SAP Cloud for Customer from Gmail 1. Using the Google Chrome browser, log on to your Gmail account. 2. Select an e-mail from your inbox. If your administrator has set up single sign-on (SSO), the SAP Cloud for Customer sidebar appears. Otherwise, a logon screen appears. Enter your user name and password for your SAP solution. SAP Cloud for Customer 40 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

41 Create Items from Gmail A toolbar with a subset of features appears in the Gmail sidebar. You can use the icons that appear here the same way you would in the SAP solution. For example, you can use them to create new contacts or accounts in the SAP system, right from your Gmail inbox. Adding or Removing E-Mail for Synchronization To synchronize an e-mail with your SAP solution, choose the icon that appears nearest to the contact's name. To undo this action, use . Open the SAP Solution from Gmail Details To open your SAP solution from the Gmail sidebar, choose . Linking or Unlinking E-Mail and SAP Items Items that exist in your SAP solution, such as leads or opportunities, appear in the tabs within the sidebar. To link icon that appears next to that item. To undo this the selected e-mail to an item that appears here, choose the action, use . See Also Installing SAP Cloud for Customer Add-In for Gmail™ [page 39] 1.18.4 E-Mail Security Overview To increase e-mail security, your SAP solution enables you to decrypt incoming e-mails and check them for trustworthy signatures, as well as encrypt and sign outgoing e-mails. Outgoing e-mails are encrypted using the Secure/Multipurpose Internet Mail Extensions (S/MIME) standard. You can use this function for e-mail communication between your solution and your employees and your solution and your business partners, in e-mail scenarios provided by SAP. You can send encrypted e-mails to your users, (for example, to send them new passwords) or to business partners. You specify which e-mail scenarios you want to use and define settings for encryption and signatures for these scenarios in Business Configuration, in the E-Mail Encryption and Signature Check fine-tuning activity. The following diagram illustrates how e-mail encryption and signature is set up for communication between your system and your employees: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 41 General Features

42 S/MIME Configuration and Process Description The following diagram illustrates how e-mail encryption and signature is set up for communication between your system and your e-mail recipients: SAP Cloud for Customer 42 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

43 S/MIME Configuration and Process Description Encrypting E-Mails Sent from Your System Key pairs, which consist of a public key and a private key, are used to encrypt and decrypt e-mails. The sender uses the recipient’s public key to encrypt e-mails sent to the recipient and the recipient uses his or her private key to decrypt these e-mails. Therefore, before outgoing e-mails can be encrypted, the recipient’s public key must be uploaded to the system. This can be done in the following ways: ● The administrator uploads it manually. This option is valid for both employees and for business partners. ● The employee uploads it manually. This option is valid for employees only. ● The employee sends a signed e-mail (where the signature contains the S/MIME certificate) to the central security e-mail address. This option is valid for employees only. Note that before an employee sends a signed e-mail containing the S/MIME certificate to the central security e-mail address, you have to upload the certificate of the trusted Certification Authority (CA) that has also issued the employee’s certificate. Otherwise, the system does not accept the employee's public key. You can use only one S/MIME certificate for each employee. That is, if the employee uploads a second S/ MIME certificate, the system replaces the old one. SAP Cloud for Customer 43 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. General Features

44 Receiving Encrypted E-Mails Sent to Your System You can define in an e-mail scenario that you only want to receive encrypted e-mails from a sender. For the sender to be able to send you encrypted e-mails, he or she must have your system’s certificate. Therefore, you must download this certificate and distribute it to the relevant employees and business partners. Checking the Signature of E-Mails Sent to Your System The sender signs e-mails using his or her private key and the recipient can then verify the signature using the public key. To verify the signature of incoming e-mails, you have to upload the certificate of a trusted CA into your system. You have to do this for the central security e-mail address and for all system e-mail addresses to which employees and business partners can send an e-mail. The S/MIME certificate of the sender must be issued by the same CA. When receiving a signed e-mail, the system verifies whether the certificate in the e-mail is issued by a trusted CA, checks whether the signature is valid, and, if the certificate has been assigned to an employee, authenticates the employee's user ID by means of the S/MIME certificate. If the e-mail has been sent by a business partner who does not have a user in the system, the e-mail is processed by the system using a technical user. If the verification fails, the system rejects the e-mail and informs the sender. Only trust those CAs that verify the e-mail address of the sender. Otherwise other persons could become the owner of a certificate that has been issued by the same CA and contains a valid e-mail address. Signing E-Mails Sent from Your System To sign e-mails sent from your system’s standard sender address ([email protected]) a key pair is automatically created and signed by the SAP Passport CA for this e-mail address. E-Mail Recipients: To be able to verify the signatures of e-mails sent from this address, the recipients of these e- mails need to install the corresponding CA certificate in their e-mails clients. For the standard sender address you can download the certificate from the SAP Passport CA. For external key pairs, you can get the certificate from the signing CA. See Also Configuration: Load Certificates and Activate Signing and Encryption for E-Mails Configuration: E-Mail Encryption and Signature Check Process-Integrated Output Settings 1.18.5 Uploading New E-Mail Security Certificates When your system administrator set up your cloud solution, he or she uploaded an e-mail security certificate for you. This certificate is also called a Secure/Multipurpose Internet E-Mail Extension (S/MIME) certificate, and it is necessary for the system to encrypt outgoing e-mails. In case your certificate becomes invalid or expires, you may want to upload a new certificate yourself. If you have any difficulties, consult your system administrator. SAP Cloud for Customer 44 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

45 Tasks Saving Your New Certificate You can use your internet browser to download and save the latest certificate from the trusted Certification Authority (CA). For example, in Microsoft Internet Explorer® 9, download the certificate as follows: 1. Go to the settings for internet options. 2. As part of content, go to the list of certificates and choose the relevant one. 3. In the details for that certificate, save a copy to file with file format Base-64 encoded X.509 . Uploading Your New Certificate 1. Personalize In SAP Cloud for Customer, under My Settings , choose Manage Certificates . 2. Choose Upload S/MIME Certificate . A separate window opens, displaying the files in your system. Open . 3. Direct the system to the place you saved your updated certificate in the last step and choose See Also [page 41] E-Mail Security 1.19 Working with Lists Tasks Filtering Lists You can narrow down a list by searching or by using the following filtering or query options: ● Predefined filters For some lists, you can select a predefined filter from a drop-down list. These filters are specific to the content in each list, and will allow you to filter your items or your team's items. ● Show Filter For some lists, you may select additional options by doing the following: 1. At the top of a list, choose . 2. Narrow the list by choosing the appropriate categories, which appear above the list. The number that follows a category name is the number of entries in that category. . 3. Select an item from the list for more details. To close the filter without selecting an item, choose ● Charts filter SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 45 General Features

46 The charts filter is only available in HTML5 clients. The charts filter displays certain columns in the list visually, as segments of a chart. 1. At the top of a list, choose Charts. Charts appear for certain columns, containing segments for each category, along with a legend. 2. To filter the list according to a segment, either click on the segment of the chart or the corresponding legend entry. The list is filtered according to the information you chose. You can select more than one segment in the same chart, which increases the number of the results in the list. 3. To narrow the number of results in the list, select segments in another chart as well. ● Advanced Filter For some lists, you may select additional options in the filter bar by doing the following: . 1. At the top of a list, choose . 2. Make the appropriate selections. For more options, you may select 3. Select an item for more details. . To close the filter without selecting an item, choose To set up a filter to see obsolete accounts: 1. Navigate to the accounts list. . 2. Choose . 3. Under status, choose Equal To , and the value as Obsolete . 4. Set the option as 5. If necessary, deselect the But Exclude box. From the filter or advanced filter view, you can save or organize your filters or queries for future use. Saved queries appear in the drop-down list of filters. You can also set a query as the default so that it will automatically filter the list. Organize your queries to delete a saved query or to set a new default query. Sorting Lists ● at the top of a list, or by choosing a column header. You can sort a list by selecting ● When you make a selection, an arrow pointing up appears, and the results appear in alphabetical order. ● Select the column again to see the list in descending order. An arrow pointing down appears, and the results appear in reverse alphabetical order. ● If you are sorting with the column header, you can sort multiple columns at once by holding down the Shift key as you choose. The direction of the arrow indicates the sort order, as described above. 1.20 Processing Inbound Phone Calls Overview Upon installing the Computer Telephony Integration (CTI) client adapter provided by SAP, your solution will automatically generate phone activities that capture customer information for incoming calls, provided that your solution is enabled to contain the Live Activity pane. SAP Cloud for Customer 46 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

47 Prerequisites You have installed third-party telephony software. Tasks Installing the CTI Client Adapter To allow your solution to automatically generate phone activities, install the CTI client adapter as follows: . Download 1. In SAP Cloud for Customer, choose CTI Client Adapter as follows: 2. Download the . Download , then click CTI Client Adapter 1. Hover over when prompted. Run 2. Click Yes when asked if you want the solution to publish changes on your computer. 3. Click 4. Complete the steps in the setup wizard. Upon completing the installation steps, the adapter will be installed on your computer, and a shortcut will be visible on your desktop. Compatibility menu. Enable the selection 3. Right-click the shortcut to the adapter on your desktop. Open the . Run the program as an administrator Adding Notes to Current Phone Call Activity If you solution is enabled to contain the Live Activity pane, then you can view the details of your current phone call and add notes to the activity. To see current phone call details, the CTI Client Adapter installed on your desktop must be running. You need to run the adapter before you open SAP Cloud for Customer . 1. During a phone call, click . Live Activity If necessary, you can choose Actions Reset in the live activity pane to clear the previous call information. The details of your current call will be populated in the pane: ● Call Information contains details about the current call. ● Customers contains detailed information about the customer on the call. You can also search for customer information. ● Tickets contains a list of tickets related to the current customer. You can also search for tickets. 2. Enter your comments in Notes and save your changes. , then open the phone call Phone Calls Activities To see the notes you added to the activity, choose activity. Your comments are visible in Notes . Converting a Phone Activity to a Ticket You can convert a phone activity to a ticket if your solution is scoped to use Social and Service features. 1. Activities Phone Calls . Choose 2. Select the phone activity you want to convert from the list. 3. Select Actions and then Convert to New Ticket . You will see a ticket in the Queue that contains the information from the phone activity. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 47 General Features

48 1.21 Search 1.21.1 About Worklists Worklists are tables that contain documents and tasks. The worklist provides a summarized view of all your data records. You can use the search and filter options to locate the records you need. You can also perform actions such as open, edit, create, delete, or release. Depending on the solution you are using, you might find two types of worklists: worklist and the new worklist. Worklist Worklist Layout 1. Title of the worklist . 2. dropdown listbox : You choose a predefined query from the dropdown list, and get the selected records Show in the table. For example, you choose My Sales Orders from the Show dropdown listbox, and get the sales orders that are created by you. 3. Refresh and Search : You refresh the table to get the latest data records. You can also search within the worklist to find the record you need. : You can preform actions such as view, edit, create, preview in PDF version, export to Microsoft 4. Action ® Excel . The actions that you can perform here are determined by the application. 5. Filter: You can use filters to find data records that fulfill the search criteria you define. The New Worklist The New Worklist Layout SAP Cloud for Customer 48 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

49 1. Title of the worklist . : From here you can perform actions that are not related to any items from the table. For example, you 2. Action can create a new record. 3. View: You can have different views on the records in the worklist. The types of views that you can choose from depends on the content of the worklist. Here is an overview of all views: List View A classical table is displayed. List View Card View The card view shows the data in four columns, where the first column is an image. Card View The tile view shows the data in two columns, where the Tile View first column is an image. Tile View Thumbnail View The thumbnail view shows an image and the title of the record below the image. Thumbnail View ® Map View or Microsoft The map view supports Google Maps ® Bing . The map area shows Google map or Bing map view for the address in the data record. Map View SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 49 General Features

50 Cloud View The cloud view shows tags in different sizes. Each tag is shown only once. The more a certain word is tagged, the bigger the font size of the word is in the cloud view. Cloud View 4. Sort: you can sort the data records by certain key fields. 5. : You choose a predefined query from the dropdown list, and get the selected records Show dropdown listbox from the Show dropdown listbox, and get the sales My Sales Orders in the table. For example, you choose orders that are created by you. 6. Filter: You can use filters to find data records that fulfill the search criteria you define. 7. Search : You can also search within the worklist to find the record you need. : From here you can perform actions that are related to this particular data record. For example, you 8. Action can view, edit, or release the document. You can also flag or tag the record. In the List view, place your mouse over the column of the data record, and the available actions appears as an overlay. The actions that Actions you can perform here are determined by the application. Using Filters You can use filters in a worklist to only show those data records that fulfill the search criteria you define in the filter row. To filter the data in the worklist, you can follow the following steps: 1. To define a filter using the filter row, in the toolbar above the list, choose the filter icon with the Show Filter Row tool tip. The filter row is displayed as the first row in the list. 2. Define the appropriate filter criteria the in the relevant columns. Use the appropriate filter operators. or choose the filter icon at the beginning of the filter Enter 3. To apply the filter or filters to the list, press row with the tool tip. Apply Filter The system searches across all available data records that are available in the worklist. or choose Enter 4. To delete specific filters, delete the filter criteria for the column in the filter row and press Filter Button tool tip. the filter icon at the beginning of the filter row with the 5. To hide the filter row and thereby delete all filters in it, in the toolbar above the list, choose the filter icon with the Delete Filter and Close Filter Row tool tip. For additional information about the filter operators that are available in the solution, see Filter Operators [page 52] . To obtain the filter results more quickly in a worklist, we recommend that you use the advanced search function. Using Basic Search To perform a basic search, enter a value, for example, an ID or description, in the search input field. The system searches the main fields for data that matches the value you entered. The search is case-independent, and you can use wildcard characters (such as an asterisk or question mark) in your search. We recommend that you use the basic search. Using Advanced Search You can use the advance search to specify your search in detail. SAP Cloud for Customer 50 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

51 To open the advanced search, click Advanced next to the search input field. Enter the value in the relevant advanced search input field(s). The advanced search fields vary according to document type or task. To define a single field in more detail, or to enter multiple search values per field, you can use more options. More tool tip. options are available to the right of the advanced search field by clicking the icon with the More Options , you can use the following operators to define your search further: More Options Using ● Equal To ● Contains Pattern ● Greater Than ● Greater Than or Equal To ● Less Than ● Less Than or Equal To ● Between You can also exclude values based on the same operators. If you use certain search criteria frequently, you can save your search variant as a query. To save your search criteria as a variant, enter your search criteria, perform the search, and then click Save (Query) , Organize (Queries) and enter a query name. By clicking , you can either organize your personal queries or delete them. 1.21.2 Enterprise Search Enterprise Search allows you to search through the entire SAP solution. Basic Search Using the basic search, you can search for a term without specifying any details. You can search in all categories or you specify a specific category. 1. Click the Enterprise Search icon in the Taskbar. 2. Narrow down your search to a specific category by selecting the category in the dropdown list. If you want to search through the entire system, select . All Categories Go Enter . or press 3. Enter your search terms then click Search window. Search results are presented in the You can use the asterisk (*) symbol to perform a wildcard search. For example, searching *ell* returns terms such as well and hello. 4. Click the link of the item you want to view. Advanced Search Advanced Enterprise Search is available in the window that results from performing a basic Enterprise Search. Search 1. Click Advanced in the Search window. 2. Narrow down your search to a specific category by selecting the category in the dropdown list. If you want to search through the entire system, select All Categories . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 51 General Features

52 3. Enter additional values in the input fields to narrow your search results. Note that the input fields available in your search pane might vary depending on your application. The table below shows how each field will affect your search: Field Name Search Effect Changed On: ... To: Displays items edited between the specified dates. Owner Displays items that belong to the specified owner. ID: Displays items with the specified ID, for example, message ID or employee ID. Description: Displays items that match the specified item description. Tag Name: Displays items tagged with the specified name. 4. Click Enter to initiate the search. Go or press The solution returns a list of items based on your search criteria. 5. Click Reset to clear your search criteria. 1.21.3 Filter Operators Available Filter Operators The search syntax supports the following operators: Operator Result Examples Not Found Example Filter Criteria *2* 2 111 Display only those result records that contain the value * [comparison value] 123 999 123 999 123ABC Display only those result records that start with = 123 123 No operator or = 123 123 ABC [comparison value] ABC123 ABC 123 Display only those result records that contain a value 2.00 > > 123.00 123.01 124.00 123.00 that is greater than [comparison value] -124.00 54684884.89 123.00 < 123.00 122.90 Display only those result records that contain a value < that is less than [comparison value] -123.00 Display only those result records that contain a value >= >= 123.00 123.00 >= 123.00 123.01 that is either greater than or equal to [comparison value] Display only those result records that contain a value <= 123.01 <= <= 123.00 123.00 122.99 that is either less than or equal to [comparison value] -124.00 ! Display only those result records that contain any 122.00 123.00 ! 123.00 value, but not [comparison value] 123.01 124.00 Display only those result records that contain any value 99.99 100.00 - 100.00 – 123.00 between [lower limit] and [upper limit] (including these 123.01 110.77 limit values) 123.00 -110.00 SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 52 General Features

53 Filter Criteria Operator Result Examples Not Found Example Display only those result records that contain any value ! 100.00 – 123.00 99.99 ! and - 100.00 below [lower limit] or above [upper limit], but no value 123.01 110.77 123.00 in between (and also not the limit values) -110.00 XA ; A*; X A Display only those result records that fulfill at least one A BCD of the filter criteria X A ABCD X ABCD X A BCD X If you want to use a character string as a filter and this character string contains one of the special characters listed above (such as C-1025), you need to place the entire character string in quotation marks ( "C-1025" , for example). You want to identify all data records in the current column that end with ouse, such as House and Mouse. *ouse as the comparison value. To do this, you enter Filter Operators for Checkboxes For worklists that contain checkboxes, the following operators are available: Operator Filter Criteria Display only those result records for which the checkbox is selected yes Display only those result records for which the checkbox is not selected no 1.22 Library The allows you to store documents, pictures, or other files directly in the solution. Here you can view, edit, Library or delete files. You can also easily share files with your colleagues to collaborate with them. Version tracking and exclusive editing rights using a check in/check out policy ensure that the files are always up to date, and searching and linking functions allow you to easily find and share your files with colleagues. Tasks Add a Document 1. From the Library , choose Actions Add . The window appears. Add Document 2. Browse to the file location. If necessary, change the automatically populated Title . 3. Select Enable Versioning if you want to track the history of the document. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 53 General Features

54 When versioning is enabled, a major revision is represented by an increase of the first digit in the version number of the document. Within a major version of a document, there can be several minor versions, which are represented by the second digit in the version number. 4. Save your entries. option from the toolbar. You can also add a document by choosing the Add Document Display a Document ● From the , rest your cursor on the title of the document. Library The information regarding the document is displayed. Choose the title from the list or in the window. Document details window opens. The ● Header View In the , you have an overview of the properties of the document. ● gives you an overview of the recent updates of the documents as well as a table with version Overview information. ● Feed provides you with information regarding the latest feed updates. ● Versions provides an overview of the versions of the document. Edit a Document 1. From the Library , highlight the document you want to edit. 2. . Actions Check Out Choose You can now open, edit, and save the document. 3. and browsing to the Actions Check In After editing, upload a new version of the document by choosing updated file. Search for a Document 1. From the Library , choose the Show Filter icon. 2. Select your parameters in the lists displayed, or enter your search terms. The system displays the documents matching your criteria. 3. Choose for advanced search options. Advanced 1.23 Using the SAP Add-In for Microsoft Excel® Overview The SAP Add-In for Microsoft Excel provides the integration of Microsoft Excel with an SAP system. Depending on where you open the add-in for Microsoft Excel, different functions are available. You can use the SAP Add-In for Microsoft Excel for the following purposes: ● To create business data (administrators only) ● To analyze report data SAP Cloud for Customer 54 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC General Features

55 Prerequisites To use Microsoft Excel with your solution, ensure that the Add-In for Microsoft Excel® is correctly installed, as follows: Download Add-In for Microsoft Excel® . 1. Choose , then download the 2. Run the installation and setup wizards that appear. 3. Open Microsoft Excel, then ensure that the add-in is active. If needed, consult the documentation in Microsoft Excel for instructions on how to activate add-ins. 4. Ensure that your Web browser is set to prompt automatically for file downloads. If needed, consult the documentation in your Web browser for additional information. Using Microsoft Excel to Create Business Data (Administrators) Administrators can use the SAP Add-In for Microsoft Excel to create objects, such as an account or a lead, by entering them in a predefined Microsoft Excel template and uploading them to the SAP system. For more information about the application-specific business data, see Create Business Data Using Microsoft Excel. If you can log on to the SAP system in a Web browser as normal, but cannot log on to the system from the Add-In for Microsoft Excel, ask your administrator to check your proxy server settings to ensure that the connection to the system is not blocked. Using Microsoft Excel to Analyze Report and Plan Data You can use the SAP Add-In for Microsoft Excel to execute ad hoc analyses, create plan data, and define sales targets. Note that the functions available to you depend on your role. For more information about using Microsoft Excel for the specific purposes listed below, see the following: Sales Users ● Working with Reports in Microsoft Excel ● [page 159] Working with Sales Planning Data Administrators ● Design Reports Quick Guide ● [page 136] Sales Planning SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 55 General Features

56 2 Marketing Features 2.1 Campaigns Marketing campaigns enable you to plan, create, and execute campaigns. With the solution you can create either e- mail campaigns directly out of the system or you create a campaign with a file export where you can let an external agency execute the campaign with the required data for phone call or letter campaigns. To start a campaign you need to create first of all a target group, where you add members such as contacts, individual customers, existing target groups or accounts. But you can also import a CSV file or you export a report and add it to a target group. With the target group then you can create a campaign and execute it. E-Mail Campaigns If you want to send out e-mails directly out of the system you need to create an HTML file on your machine where you specify how the e-mail should look like. There you can also insert placeholders for personalization and you can enable parts for editing. This keeps the look and feel of your outgoing e-mails stable and you are only able to edit the Marketing Content and upload required information. Then you create the e-mail template in the system under Content the HTML file. In the view then you can add also placeholders, edit content, insert external surveys, and so on. Now you can create a campaign and assign the e-mail template to it. After execution the system sends out personalized e-mails with the data of the target group. Campaigns with File Export To execute a phone or letter campaign where you can download the target group file based on a file format, you need a target group and a campaign file format defined in the Campaign File Export view in the Marketing work center. With the Export List action in Build tab of a campaign, you can then download the file to a particular campaign file format you selected on the Attachments tab. This file can be handed over to your telemarketing team or to an outside agency for creating leads or nurturing existing leads. Enhanced Marketing Functionalities Enhanced Marketing If your system is set up to support it and your system administrator enabled the Functionalities in scoping, you can create campaigns with multiple steps where you can define automated actions based on a trigger from the prospect, contact or customer with regards to a campaign. Business Background Prerequisites Before you can use the marketing features of the solution, your administrator is required to have enabled the Enhanced Marketing Functionalities option in business configuration. This includes: ● Multi-step campaigns ● Handling of soft bounces ● Customer satisfaction surveys ● Additional actions and triggers in campaign execution ● Notifications that will appear, for example, when an e-mail bounce happen ● Editor for editing e-mail templates in the system SAP Cloud for Customer 56 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

57 Features that are related to this scoping option are introduced with the sentence “If your system is set up to support it...”. Access control based on sales organization If you want to restrict the access to the campaigns you can do this by granting a user the access to campaigns that are assigned to a specific sales organization. Though if a sales organization is assigned to a campaign and the user has no authorization to see or edit campaigns for this sales organization, this campaign is not visible in list. But if the sales organization has been changed in a campaign, the old assignment is still valid for one day. That means: If you have the rights to access the campaign, you can assign any sales organization, even you have no rights for this sales organization. For current day, you can still access the campaign. Next day, the normal check is applied as described. Also after this period you can't access the campaign from other screens and work centers, such as from the Accounts master data. Campaigns tab in the Marketing Permissions It is the responsibility of your organization to comply with national legislation regarding data protection and the provision of marketing materials. Therefore, administrators must configure the solution for each country in which, or each customer with whom, your organization intends to conduct marketing activities and, to the extent legally required, make use of the option to store documents such as opt-ins or opt-outs. Using marketing permissions, you can control the information and advertisements that are offered directly to your Marketing Permissions tab in the master data for customers using e-mail, fax or phone calls. You can find the contacts, individual customers, and leads. For more information, see Marketing Permissions. Approval Processes You can enhance the campaign activation with a multi-step approval process, where approval is necessary before the campaign can be activated. An example of a two-step approval could be the following: In the first step you can define that the approval depends on the execution type and you have several approvers who can approve. Then in a second step the approval gets also relevant when the target group exceeds a given limit and the line manager of the employee must give the approval too. If the defined execution type is assigned to a campaign and also the assigned target group exceeds the defined limit, the approvers of both steps need to approve, before the campaign activation can be triggered. The approval functionality can also be used as a simple single-step approval. For more information, see Enabling Approval Processes. Multistep Campaigns Based on Triggers and Actions If your system is set up to support it you create multistep campaign on the tab with defining the different Built marketing steps. There you can combine the following triggers and actions. The unavailable triggers are greyed out automatically: ● Triggers are the starting point where the system shall trigger a reaction: ○ Submitted Form : Here you can specify a reaction in case the addressee submitted a form back to your company. ○ E-Mail Interaction : Here you can specify a reaction in case the addressee opened or replied to an e-mail and on the other hand side in case the addressee didn't open or reply during a certain time frame. ○ Clicked Link : Here the e-mail template and the hyperlink of the e-mail on which you want to react when the addressee clicks this hyperlink in the sent out e-mail or doesn't click within a certain time frame. ● Actions are follow-up activities for a specified trigger in the campaign: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 57 Marketing Features

58 ○ Send E-Mail : Sends e-mails directly out of the system with the selected e-mail template to the addressees that fit to the pre-set triggers. ○ Create Lead : Creates leads with a pre-set status assigned either to the selected employee directly or determined by lead routing rules. Please be aware that the system creates leads only for accounts and contacts where no open lead exists already. ○ Notify : Creates a notification that triggers the selected employee. ○ Create Activity : Creates either e-mail or phone call activities with a specified subject and note that will assigned to the account manager or employee. ○ Export List : Creates a campaign where you get a file with the required data to handle the campaign Channel (E-Mail, Fax, Letter or Phone) and Format externally. And according to the selection of the you will get the applicable contact data of your selected target group. You will find the file on the tab. Attachments Communication Channels and Categories Communication Categories are used to: ● Define limits on how often your customers can be contacted for each category within a certain period of time. ● Marketing Permissions Maintain for each contact and individual account on the tab in the master data whether or not the customer subscribed the communication category. ● Categorize the e-mail templates on the Content view. The combination of the subscription for each category in the master data and the assignment to the e-mail template the system determines whether the customer gets the e-mail. Communication Channel such as e-mail, fax, and telephone, are used in the marketing permissions to maintain the legal requirements for the required countries in your company on the one hand side and on the other side you can also maintain for each contact and individual account on the tab in the master data whether Marketing Permissions or not the customer has given the consent to get contacted by fax, e-mail or telephone in general. So it can happen that although the customer subscribed for a specific communication category it can be prohibited by the communication channel for this customer or the permission settings for the corresponding country in business configuration. For more information, see Configuring Marketing Permissions. Target Group Members in the Export File Only target group members who meet the following criteria are added to the export file: ● Member can be contacted (contact permission has not been denied) ● Member status is not obsolete or blocked ● Member's address information is available. For example, if you launch an e-mail campaign, all exported target group members must have an e-mail address in their contact information. E-Mail Templates in the System and HTML E-Mail Template Files ● To use e-mail templates in the system you have to create the HTML e-mail template file locally on your machine and then create the e-mail template in the Content view of the Marketing work center. ●

tag
in the HTML files for the e-mail templates. After the upload in the system you can edit these paragraphs on the Design tab. All other parts of the e-mail template are disabled for editing. SAP Cloud for Customer 58 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

59 ● With the e-mail templates in the system you define also the sender's name and e-mail address for this template. ● The system uploads the template and checks the HTML code for viruses, HTML syntax, code page, and the used placeholders. In case of any errors, the system does not upload the file. Though if the system doesn't upload the file but shows error messages, you have to correct the file content by a 3rd party software and upload the corrected file again. Tasks Creating Target Groups For more information, see Target Groups [page 63] . Creating E-Mail Templates Including Surveys in the E-Mail To make e-mail templates and satisfaction surveys available for marketing campaigns you must upload or create in Content view of the Marketing work center. the Note that satisfaction surveys for external use are only available, if your system is set up to support it. ● Creating an HTML E-Mail Template Offline For more information, see E-Mail Templates. ● Create an E-Mail Template in the System a. Marketing Content and click . New E-Mail Template To upload an e-mail template choose b. Enter the required data such as a name, communication category, and the senders name and e-mail address. Please note that you can also change the reply-to address and reply-to name after you saved the e-mail template. But these fields are personalized hidden and if you remove or change the reply- to address the automatic reply tracking will not work anymore. c. Click . Save and Open Details tab under Languages click Add d. On the to add a template. e. Choose the language of the template and enter a subject. You can assign one e-mail template for each language. During the campaign execution, the communication language of the target group member (depending on the type of the member, the data is derived from the communication data of the corporate account, the person data of the private account or the person data of the corporate account's contact person) is taken in order to use the corresponding e-mail template. For example, an account has the communication language German and so the German e-mail template is used to create the e-mail. In case no communication language is selected, the default e-mail template is used. Also some place holders such as title and form of address are taken language-dependent. f. Then click to select the template from your local machine and click Add to finish the upload. Upload To add more languages click Add and New . g. If your system is set up to support it, you can edit on the Design tab the template in the system assumed you enabled the paragraphs you want to change with the tag

. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 59 Marketing Features

60 During editing, it may occur that the placeholders lose their highlighting, and therefore their function as placeholders. If you observe this behavior, select plus Z immediately. In CTRL response, the highlighting will return, and you can proceed with editing. h. If your system is set up to support it, you can also insert satisfaction survey links to the e-mail template during the editing. i. Activate . Actions Save your changes and to activate the template choose As soon as the activated template is assigned to a campaign you can't change the template. ● Sending Test E-Mail Actions Send Test E-Mail , enter at least the e-mail address of the To test your e-mail template, click OK . For each language, exactly one test e-mail recipient, for example, your own e-mail address, and click will be created and sent. If you use placeholders in the e-mail template, you can enter an account and a contact person. In this case, the placeholders in the e-mail will be filled with the corresponding values of the account and contact person. Note that the system can only confirm that the e-mail has been sent but not that it has been received by the sender. ● Create a Satisfaction Survey Marketing Content and click New . Survey To create a satisfaction survey choose For more information on how to create a survey, see Configuring Visits and Designing Surveys. In the Content view you can create satisfaction surveys only. Creating Campaigns 1. Choose Marketing Campaigns New . You can also create a campaign directly from a target group by choosing New Actions Campaign . The target group from which you created the campaign is assigned automatically. Save and Open . 2. Then enter a name and click Details 3. On the tab you can enter a description, select a channel, and a sales organization. In case you create an e-mail campaign you can also let the system assign a task to the account owners in case there are e-mail bounces where the account owner should follow-up to update the master data. 4. Under Schedule enter the dates when the campaign shall start or schedule it immediately. To finish a campaign you have to set it manually to Finished by choosing Actions Set as . Finished Build tab you model the whole campaign flow with triggers and actions: 5. On the 1. Click on the plus sign after to select a target group, then add an action, for example, Send Target Group e-mail , and select an e-mail template. 2. Then select a trigger and add action as well. 6. Save your entries. Planned . The campaign is created with status SAP Cloud for Customer 60 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

61 Executing a Campaign If your campaign needs approval based on any of the conditions defined in the approval process, under actions will be visible. Once the approval is received, your campaign status will automatically be updated Submit for Approval . You can execute the campaign by choosing Activate under Actions . If a campaign doesn’t need approval, to Approved will not be visible and you can activate the campaign by choosing Submit for Approval . Actions Activate Details Once the campaign is activated, you will see whether the campaign has been executed successfully on the tab. But note that the activation runs in the background and can have a time delay. To set the campaign to complete, you need to select under Actions of a campaign. Finished Once the campaign is executed, and if it’s an e-mail campaign, you can see the e-mail metrics and campaign Results performance on the tab. Within e-mail metrics, you can see various metrics per e-mail, for example, sent, hard bounced, soft bounced, no contacted, delivered, replied, opened, clicked, and unsubscribed. Please see below under Handling E-Mail Campaigns the definitions of hard bounce, soft bounce, and unsubscribe. Handling E-Mail Campaigns With e-mail campaigns you can send personalized HTML e-mail messages in marketing campaigns directly from the solution while the campaign is activated. Each account or contact of the assigned target group will receive a personalized e-mail messages if he or she is allowed to be contacted and has a valid e-mail address. The activation can be scheduled to be started immediately or in the future at a certain date and time. To personalize the e-mail you should create an e-mail template that contains the mail content and placeholders, such as the formatted name of the account or contact. These placeholders will be filled with the information of the contacted account or contact while the e-mail is sent. On the Execution Details tab you see the key figures and you can track whether or not the customer opens the e-mail message on his or her computer. ● Handling Bounces and Unsubscribe If your system is set up to support it, the account responsible is triggered with a task to check the master data. ○ Hard Bounces A hard bounce is an e-mail that technically could not be delivered, for example, because of an invalid e- mail address. though, if such an hard bounce happens the status of campaign's outbound tracking record Delivery Failed or will be updated and the appropriate reason, for example, , E-Mail Address not correct is set. If the reason E-Mail address not correct has been set, the flag E-Mail Invalid is set in the corresponding contact. This is to avoid that the invalid or incorrect e-mail address is used in future campaign activations. You can find this information also in the Not Contacted list on the Execution Details tab of the campaign. ○ Soft Bounces A soft bounce is an e-mail that could not be delivered, for example, because the recipient’s inbox is full, server is temporarily unavailable, our maybe even because the recipient has an auto reply such as an out-of-office reply or about having left the company. If your system is set up to support it and if you have maintained the key words in business configuration for soft bounces, you will find the tracking in your campaign on the Execution Details tab in the Not Contacted list as Soft Bounce: Temporary not available; try again later. Prerequisite: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 61 Marketing Features

62 You have maintained the key words for each language in the Enhanced Campaign Execution fine-tune Business Configuration work center accordingly. activity in the ○ Unsubscribe The recipient of the campaign e-mail can unsubscribe by sending back a pre-configured e-mail to a certain e-mail address. In future this recipient will not get any campaign e-mail and his or her marketing permission for e-mail is updated in the master data as Opt-Out for the communication channel E-Mail . For subscribing again, go to the Contact , Individual Customer or lead , Marketing Permission tab of the E-Mail channel back to Opt-In and set the . For more information, see Marketing Permission. ● Troubleshooting ○ Why does the execution status of the campaign remain in Scheduled or Running although the planned start date and time has been reached? Once the campaign is started, the status will be updated by the system automatically. But there can be different reasons why this status update does not happen: ○ Due to high workload on the server, the campaign cannot be started at the planned start date and time. It will be started once the system has again free resources. ○ The campaign has been started but it failed. One reason, for example, can be a server shutdown. Once a day, the status of the campaign is corrected automatically. This means the next day you should see that the status has been changed to Failed . ○ What to do if a campaign failed? Restart the failed campaign again. ○ Why did the activation of the campaign end with status Finished with Errors? The campaign has been started successfully, but it could not create and send all personalized e-mail. Therefore it set the status of the campaign to Finished with Errors . One reason could be that the campaign execution was scheduled for a future date and time but the campaign was locked by another user at this date and time. You can click on the hyperlink of the execution status and open an application log with detailed messages. Analyze the messages and restart the failed campaign again. ○ The campaign activation has been Finished Successfully. On the tab “Execution Details” the list “Contacted” shows all successfully contacted members of the target group. After some minutes or hours a successfully contacted member vanished. The system has created and sent a personalized e-mail to the mailbox of this member. But this mailbox does not exist. The mail server received a so-called Delivery Status Notification . Contacted This notification is processed automatically and updated the campaign information of the list. The member has been moved to the list and a corresponding reason has been set. Not Contacted E-Mail Invalid In addition, the indicator has been set for the e-mail address of this member. You can see this indicator in the corresponding account or contact person master data. Here you can correct the e- mail address and remove this indicator again. In a future campaign, this e-mail address would be used again and the campaign activation will send a personalized e-mail to this mailbox. If the indicator is not removed, a future campaign would filter out this e-mail address. It would appear in the Not Contacted list with a corresponding reason. Defining Response Options for Campaigns If you want to classify responses that you capture from campaigns, a marketing administrator can create response options that can be assigned to campaigns. A response option can be assigned a positive, negative, or neutral classification, for example to capture customers' sentiment or interest. 1. . Marketing Response Options New Choose SAP Cloud for Customer 62 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

63 The Response Options view is personalized hidden. 2. Enter a name for the response option and select a classification. 3. Save your entries. and can be assigned to campaigns that have not yet been The response option is saved with status Active activated. The response options are mainly used for giving any semantics to activities that are related to a campaign. If you defined a standard response option for a campaign this option will be preset in the activity when you enter the related campaign but you can also change the option again to another value. Creating Marketing Funds for Campaigns 1. Marketing . Marketing Funds New Choose 2. Enter a description for the fund, choose type from the dropdown list, the amount and currency, the start and end dates, and finally associate a campaign with it. Then save your entries. A fund is created and associated with a campaign with status Active . This displays in your marketing funds list. 3. Enter any additional information you want to save for the new fund. For example, you can add attachments. Follow-up Actions ● Capture Responses to a Campaign After you have activated a campaign, you can capture responses from the target group members. Execution Details To do so, open the campaign and go to the tab. There you can capture the responses for each account under Actions . ● Monitor Your Campaign Results tab you can monitor your campaign and find the response numbers and e-mail metrics. On the 2.2 Target Groups Target groups are used to segment your market and to target the right customers or prospects for each campaign. You create target groups with members from your existing customer and prospect database or from tickets, if you have service features enabled for your solution. You can use an e-mail blast to send mass e-mails to a target group. A subset of the campaign tracking options is available for e-mail blasts. To send an e-mail blast, you must first do the following: ● Ensure that your administrator has set up mass e-mail in your system. For more information, see Activation of Mass E-Mail. ● Save an e-mail template on your local drive. For more information, see E-Mail Templates. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 63 Marketing Features

64 Tasks Creating Target Groups from Marketing 1. To create a new target group, choose Target Groups New . Marketing 2. Enter the target group name and save your entries. Active The target group is created with status . You can use the active target group in your marketing campaigns. If you do not want the target group to be used immediately in campaigns, you can change the status from the menu. Actions Creating Target Groups from Tickets 1. Customer Service Customer Queue or To create a new target group from tickets, choose either Service Tickets . 2. Choose the tickets you want to use to create the group. 3. Actions Create Target Group . Choose 4. Enter the target group name and save your entries. The target group is created with status Active . You can use the active target group to e-mail customers that have an e-mail address in their account. If you do not want the target group to be used immediately in campaigns, you can change the status Actions from the menu. Editing Target Group Members 1. Members New To add members to the target group, open the target group and choose . 2. Enter individual accounts and contacts or select from many accounts and contacts and then choose . OK The members are added to the target group. You can only add individual accounts and contacts according to the general access rights valid for individual accounts and contacts. 3. To remove members, select the members in the list, click the actions icon, and then choose Remove Selected Members . 4. To check whether target group members have contact information, select a member from the list, click the actions icon, and then choose Check Contact Info . OK . 5. Select the type of contact information you want to check and then choose The status for the target group member changes depending on whether the selected contact Addressability information exists. 6. To export the target group member list to a Microsoft Excel ® file, click the actions icon and then choose Export to Microsoft Excel ® . Uploading Target Group Using CSV File You can upload a target group into the system using a CSV file. The only prerequisite is that the internal customer and contact IDs are already in the system. SAP Cloud for Customer 64 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

65 1. To upload a target group in your system you need to create a CSV file using the following pattern: CUSTOMER_INTERNAL_ID;CONTACT_PERSON_INTERNAL_ID;CUSTOMER_FORMATTED_NAME;CONTACT_P ERSON_FORMATTED_NAME; ;;;; CUSTOMER_FORMATTED_NAME CONTACT_PERSON_FORMATTED_NAME are only for a better The fields and usability of the table but aren't required for the upload. 2. Now create a new target group or open the target group that you want to enhance with members and choose . Members 3. Actions Upload from File . Then click Select File Upload . 4. Click , select the file from your local machine, and click 5. Save your changes. 2.3 VIDEO: Working with Leads Video Working with Leads (4m 48s) Find out how to create and qualify leads, and how to convert leads to other items — such as opportunities— to drive sales activity. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 2.4 Leads Sales Leads — depending upon the authorizations you have been assigned Marketing Leads or Under — you can create leads to record raw data that is derived from campaigns, trade shows, and other marketing activities. You can also edit leads, and convert leads to follow-on items — such as opportunities, or accounts and contacts — to drive sales activity. To this end, you can also perform the following optional actions: ● Specify the source and campaign of your leads ● Classify leads according to a particular interest ● Qualify leads by applicable levels — for example, as cold, warm, or hot ● Track and analyze the success of your leads over a specified time frame ● Add products to leads SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 65 Marketing Features

66 Tasks Creating Leads 1. Leads New or Marketing Sales Leads New . Choose 2. Enter the pertinent information about the lead. 3. Save your entries. Using Existing Accounts to Create Leads 1. Sales Choose Leads New or Marketing Leads New . 2. Select , provided that you have personalized the solution to make this option visible. Use Existing Account 3. Enter the name of the lead. 4. Specify the existing account to be used. 5. Specify the source. 6. Save your entries. Leads that are created with this option can only be converted to opportunities, because an account and contact are already associated with them. Creating Individual Customers from New Leads 1. Choose Sales Leads New or Marketing Leads New . 2. Select Create Indiv. Customer , provided that you have personalized the solution to make this option visible. 3. Enter the name of the lead. 4. Enter, at a minimum, the last name of the individual customer to be created. 5. Save your entries. Within a lead, you can also choose Actions Convert to Individual Customer to convert a lead to an individual customer, or Actions Associate Individual Customer to associate an individual customer with a lead without changing that lead’s status. Using the Business Card Scanner to Create Leads Prerequisite Your company has purchased the necessary licenses and your administrator has made the appropriate settings to activate the business card scanner. For more information, your administrator should see Getting Started for SAP Cloud for Sales and Marketing Administrators, section Enable the Business Card Scanner to Create Leads (optional) . ® 1. On your iPhone or Android™ device in the SAP Cloud for Customer app, go to Leads . 2. Tap Actions , then choose Scan . In response, the phone's camera is activated. 3. Center on the screen the business card that you'd like to scan. In response, the app takes a picture of the business card, which appears on the screen. SAP Cloud for Customer 66 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

67 4. Check the image. If it is clear and legible, then tap Use Photo . In response, the app transfers the information from the business card to the appropriate fields to create the lead. 5. Confirm or adjust the information as required, then save the lead by tapping Done . The information from the business card now appears as a contact under your leads. Editing Leads 1. Open the lead of interest. 2. Position the cursor over the information you want to edit. As you move the cursor over an editable field, the background changes to a different color. When you click a field, you enter edit mode. 3. Edit the lead as required, then save your entries. You cannot edit leads that have been converted to follow-on items, such as opportunities. Copying Leads Provided that an active account is associated with a lead, proceed as follows to copy it: 1. Open the lead of interest. 2. Copy . Actions Choose 3. On the following screen, adjust the entries for the resultant lead, as required. 4. Save the copied lead. Assigning Owners to Leads Automatically If your system administrator has activated lead assignment in your system, then owners are automatically assigned for new leads only. For more information, see Defining Rules for Lead Assignment. Assigning Owners to Leads Manually 1. Select one or more leads. 2. Actions Route Selected Leads . Choose The system uses the rules defined by the system administrator to assign owners to these leads. The owner that is assigned this way overrides any previous owner information for a lead. Assigning Products to Leads ® In the Microsoft Silverlight client, proceed as follows: 1. Leads or Sales Marketing Leads . Choose 2. Open the lead of interest. 3. Select the tab. Products Products pane. 4. Open the 5. Drag the product icon of interest from the pane and drop it onto the table within the Products tab. Products In the HTML5 client, proceed as follows: 1. . Sales Leads or Marketing Leads Choose 2. Open the lead of interest. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 67 Marketing Features

68 3. Select the Products Add . tab, then choose Add . 4. Specify the product to be assigned, then choose Removing Products from Leads 1. Marketing Leads Choose Leads . Sales or 2. Open the lead of interest. Products 3. Select the tab. 4. Find the product to be removed. Action Remove . 5. In the column corresponding to the product to remove, choose Converting Leads When you convert a lead to an opportunity, it remains in the system as a record. You can further process, as required, any follow-on items that arise from the lead, but you cannot delete the lead once it has been converted. To convert a lead to another item, proceed as follows: 1. Open the lead of interest. 2. On the lead details screen, choose one of the following: ● Actions Convert to Sales Lead ● Actions Convert to Opportunity ● Actions Convert to Account and Contact 3. Edit the item that is to result from this lead, then save your entries. If your administrator has scoped the solution to check for potential duplicate accounts and contacts, Check for Duplicates before you save the account and contact, to ensure that its information then select is unique. If the information you enter is found to resemble the information of an existing account or contact, then the solution notifies you that potential duplicate accounts or contacts were found. Converted to column. In response, the follow-on item of the converted lead appears in the Editing Marketing Permissions It is the responsibility of your organization to comply with national legislation regarding data protection and the provision of marketing materials. Therefore, administrators must configure the solution for each country in which, or each customer with whom, your organization intends to conduct marketing activities and, to the extent legally required, make use of the option to store documents such as opt-ins or opt-outs. Using marketing permissions, you can control the information and advertisements that are offered directly to your Marketing Permissions tab in the master data for customers using e-mail, fax or phone calls. You can find the contacts, individual customers, and leads. For more information, see Marketing Permissions. Deleting Activities 1. Open the Activities tab. 2. Within the Action column of the activity to be deleted, choose Delete . Deleting activities from the lead removes them from the system entirely. SAP Cloud for Customer 68 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

69 3. In the dialog box that follows, confirm that you want to delete the selected activity See Also [page 95] Sales Leads Opportunities [page 97] [page 80] Accounts 2.5 Lead Scores view of the Marketing work center you can configure engagement scores for the corresponding In the Lead Scores consumer behavior patterns, and define follow-up actions accordingly, to ensure that sales teams focus on the most Hot can be defined promising leads. For example, if an engagement score exceeds 70, then a lead qualification level of by marketing operations users. Engagement scores are a dimension of the lead score concept that reflects the behavior of customers and prospects in relation to whether they clicked a link, opened an e-mail, submitted a form, and so on. The engagement score is calculated based on marketing interactions between your company and your customer. For example, if you started an e- mail campaign the system can analyze whether the customer has clicked on hyperlinks in the sent out e-mail, responded by e-mail to your campaign or unsubscribed for information by e-mail. Based on these interactions the score increases or decreases. You can find then the engagement score in the account's contact data as a value between 0 and 100. Lead scores are only available if you system administrator has activated the Enhanced Marketing Functionalities in the . Business Configuration Business Background Triggers and Actions ● Triggers Opened E-Mail, Submitted Form, and Clicked Link Only With Action Change Engagement Score With the triggers Opened E-Mail , Submitted Form , and Clicked Link you can monitor inbound marketing interactions of your customers and depending on the specified reaction times you can increase or decrease the engagement score of the corresponding account's contact. ● Trigger Engagement Score Only With Actions Create Lead, Create Activity, and Set Lead Qualification Level Engagement Score you define the resulting actions based on the corresponding engagement With the trigger score: ○ Create Activity E-Mail , Phone Call , and Task of type ○ Create Lead with status Open or Qualified ○ to Cold , Warm or Hot Set Lead Qualification Level When the lead qualification level was changed by a lead score also a note was added to the lead telling the user that the lead qualification level was changed to, for example, Hot by lead score XYZ. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 69 Marketing Features

70 We strongly recommend to define: ● Change Engagement Score because Clear time frame conditions without any overlap for action otherwise the engagement score isn't calculated correctly. ● Clear conditions without any overlap for the trigger if you selected the Set Lead Engagement Score Qualification Level action. Otherwise you will get wrong level changes. ● First all inbound triggers according to your needs before handling the resulting actions based on the newly calculated engagement score. Tasks Creating a Lead Score New , enter a name, and click Save and Open 1. To create a lead score, click . 2. To select a trigger click on the plus sign (+) beside and specify the details. 3. Then select an action and specify the details. 4. Save your entries Planned . The lead score is now in status Activating a Lead Score Actions . Activate To activate a lead score, open it and click Only one lead score in your system can be active. Though in case you activate a new lead score, the system deactivates the old one. Deactivating a Lead Score . Actions Deactivate To deactivate a lead score, open it and click The lead score appears in the view with status Canceled and you can't delete it. Lead Scores Copying a Lead Score 1. To copy a lead score, open an existing one and click Actions . Copy 2. Modify the name and click Save and Open . Deleting a Lead Score You can only delete lead scores with status . Planned To delete a lead score, select the lead score in the Lead Scores view you want to delete and click the Delete icon in the Actions column. SAP Cloud for Customer 70 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

71 2.6 SAP Customer Insight for Marketing 2.6.1 SAP Customer Insight for Marketing: Overview and Headline Overview The SAP Customer Insight for marketing provides you more control over all your marketing initiatives and keeps track of your campaigns, leads, and allocations of your marketing spend. It helps you better manage your marketing activities including market development, campaign management, funds management, and lead qualifications. The marketing dashboard presents marketing executives with a unified view of all their key performance metrics for marketing and helps them gain intelligent and actionable insights into their business. The dashboard provides marketing executives with a visualization of how well an organization is achieving key outcomes and objectives and optimizing performance creating an agile business to stay ahead in the market and react timely to market influences. This is the ideal tool to ensure marketing initiatives are on track, and facilitates strategic decisions and recommends course adjustments, such as whether the marketing organization is on track for driving demand of products according to forecasts through higher quality leads to sales, improved customer retention, or increased market footprint. You can view marketing-specific tiles with key performance indicators for reports such as pipeline, forecast, marketing funds, campaigns, marketing ROI, cost per lead, social media sentiment, and social reach, and drill down to detailed reports. You can also view new headlines for trending metrics. You now have the option of configuring dynamic headline tiles. That includes defining the metadata for headlines from a predefined text model. You can choose the KPIs that you would like to monitor for strong positive and negative deviations from pre-defined thresholds that you set. The headlines alert users to the KPIs with the highest deviations. For information on how to set up the SAP Customer Insight for marketing dashboard, watch the video Setting Up the Home Page and SAP Customer Insight. Tasks Headline Concept The purpose of a Headline is to alert marketing executives to a strong positive or negative deviation from a predefined threshold in a KPI You can now use dynamic headline capabilities with the option of monitoring a list of KPIs of your choice in the adapt Country Product Region , and mode. You can set thresholds for these KPIs based on report dimensions such as , . Based on the threshold set, the analytics framework will calculate and display the strongest deviations as Category headlines. Headlines display the top three KPIs with the strongest deviations from threshold. The web UI displays ellipses (arrows) at the corner of the headline tile, which you can click to display the next report. On the iPad, you can swipe the headline tile to see the next report. You have the ability to define and set the threshold for each report. The headline tile text is displayed based on deviations as well. You have the ability to define the text for your headline that coincides with any particular deviation on any given report. To build more meaningful texts for the headline, we provide you with a set of Tags which you can use within your headline texts. For information on configuring the headline tile, see Setting Up Tiles for the Home Page and SAP Customer Insight. SAP Cloud for Customer 71 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Marketing Features

72 Pipeline Health This headlines report tile tracks pipeline health, and also the trending metrics and exceptions in the pipeline multiple KPI. It further tracks the pipeline multiple KPI for exceptions in the established thresholds, and also alerts users to the same. Calculation Pipeline Calculation = Sales Revenue Amount – Divided by - Sales Forecast Amount Sales Revenue This headline report tile tracks the sales revenue KPI for exceptions, either positive or negative, in the established thresholds; and alerts users to the same. Calculation Sales Revenue Amount = OPP_YEARMONTH in CURRENT Quarter + PAST 3 Quarters and OPP_LIFECYCLE_STATUS = 4 (WON) See Also [page 72] SAP Customer Insight for Marketing: KPI 2.6.2 SAP Customer Insight for Marketing: KPI KPI Templates SAP Customer Insight for Marketing offers KPI templates for you to create marketing-specific dashboards. You can define custom KPIs based on the templates provided. This will also enable you to set thresholds for your report metrics. ® As the KPI templates are visible in the Microsoft Silverlight client only, you have to configure them first in that client, and then view the changes on the dashboard in HTML5. For information on how to set up KPIs, see Create and Edit a KPI. Tasks To configure a headline KPI, refer to the steps below. How to Configure a Headline KPI You can now use dynamic headline capabilities with the option of monitoring a list of KPIs of your choice in the adapt mode. You can set thresholds for these KPIs based on report dimensions such as country, region, and product category. Based on the threshold set, the analytics framework calculates and displays the strongest deviations as headlines. To configure a headline KPI: Step 1: Log in to the system ® 1. Log in to the Microsoft Silverlight client of your tenant as the administrator. 2. Under the Business Analytics work center, choose the Design KPI option. SAP Cloud for Customer 72 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

73 3. Select a KPI which you would like to configure the headline for and click on the Edit button. Headline Revenue , create the KPI by copying that specific KPI template. For 4. On the following screen, set parameters for generating a headline. Step 2: Configuring KPI for Headline To configure a headline, you have to set parameters in the and Rules tabs. Drill Characteristics 1. Go to the General tab to configure a KPI. Enter all required information for the KPI based on the following parameters: ● Name — name of the KPI ● Description — text explaining the purpose of the KPI ● KPI Category — displays work centers the KPI is assigned to ● Current value — determines the current value from the report Sales revenue for the current quarter. ● Value settings — allows you to configure the display settings for the value to be displayed ● Context report — allows you to configure the displayed report when you open the KPI details 2. Next, go to the tab to set threshold which would be compared against the current value Values and Thresholds to predict trends. Set the threshold based on the following parameters: ● Target value — defines the value to be compared with current value ● Reference value — defines the value to define trends ● Thresholds — defines limits set for measuring value 3. Go to the tab to drill down into a report based on certain characteristics of a report. Click Drill Characteristics Add Row to add the technical name for the data source behind the current value report. on This characteristic Is used for exception reporting for the headline. It will alert you if the sales revenue in a specific region is deviating from the threshold. Rules tab to create rules for generating a headline for a selected KPI. To add a rule, do the 4. Now go to the following: ● Add Row option. Click on the ● Fill in information for the displayed columns to generate a headline for the KPI 5. Once the headline is generated for a rule, you have the option of applying formatting tags which would be replaced with the actual values during runtime. Sales in is excellent would be displayed as: “Sales in US Region Midwest is excellent”. Step 3: Configuring KPI on the Headline Tile in the Home Page 1. Log on to your solution as an administrator. 2. Open the home page. 3. Enter adaptation mode. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 73 Marketing Features

74 4. Next, select the role for which you would like to configure the headline. If you do not see the headline in the adaptation screen, then click on the button. Edit Score Cards Publish . 5. Choose and add the headline score card to the role. To display this tile, choose 6. Hover over the headline tile and click on the gear icon. This will launch a list of KPIs that have been configured Show to view a specific KPI. for your headlines. Click on 7. On the headline tile, you can now see the reports if the data matches the KPI drill down definitions. 8. You will also see the navigation arrows at the bottom of the headline tile to navigate between reports. When you click on a report headline, the corresponding KPI details screen displays. See Also Setting Up Tiles for the Home Page and SAP Customer Insight 2.6.3 SAP Customer Insight for Marketing: Report Tiles About this document You have the ability to view various formats of a report by associating it to a specific report tile. The following report tiles are delivered out-of-box: Tasks Marketing ROI Return on Marketing Investment (ROMI) is a metric used to measure the overall effectiveness of a marketing campaign to help marketers make better decisions about allocating future investments. It is measured by comparing revenue gains against marketing investment. Calculation The sum of weighted values of all 'Won' opportunities which are associated to campaigns –divided by – the total marketing spend on the campaigns. Must consider amounts for last 6 months (current month and previous 5 months). Report and View Details When you access the homepage for the first time, the ROI tile displays as a simple numeric tile. You will have to define a threshold based on your business requirements to view the KPI. To do this, go to Personalize . For details on how to personalize, refer to: Setting Up Tiles for the Homepage and SAP Customer Insight Once this is complete, you will be able to view the gauge display tile on the homepage. Due to limitations, the default out-of-box ROI tile has to be manually hidden. To do this, go to , and Personalize then hide the tile. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 74 Marketing Features

75 On the iPad, the ROI tile displays only after it has been defined using KPI definition. To configure the tile display, click the wheel icon to bring up the layout screen and choose a style to display your report tile. When you click on the tile, the report associated with that tile displays. You have the option of choosing from a drop down list of views to display marketing ROI drill down by: ● Channel ● Product Category ● Region If you choose Marketing ROI by Channel, then you can view the details of your report based on the following categories: ● Advertising ● E-mail ● Mobile ● Web browser On the iPad, when you drill down on any tile, the report data displays in a graph format, such as, bar or pie chart. Cost per Lead This report displays how effective your marketing spend is by tracking it against the generated leads. It displays the actual cost incurred for a lead. Calculation Marketing Spend (quarter till date) – Divided by - Number of Leads (Marketing) generated (quarter till date) Leads must be associated to a Campaign Report and View Details When you click on the cost per lead tile, the report associated with it displays. You have the option of choosing from a drop down list of views. You can also drill down into the report tile to display by: ● Region ● Product Lines / Categories ● Product Lines / Categories ● Region ● Time line (last four quarters) ● Cost per Lead by Marketing Channels Push versus Pull ● Campaigns If you choose cost per lead by channel, then you can view the details of your report based on the following categories: ● Advertising ● E-mail ● Mobile SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 75 Marketing Features

76 ● Web browser The data is sorted in a descending order, starting from the best numbers. Social Media Sentiment and Social Reach Tiles report tiles are intergrated with SAP Social Media Analytics. This offers Social Media Sentiment and Social Reach social media analyses tools that help marketing and sales professionals analyze customer insights, opinions, emotions, and behavior online. To integrate the topics you have defined in your SAP Social Media Analytics dashboard, into SAP Cloud for Customer for marketing dashboards, do the following: ● Create and define a topic in SAP Social Media Analytics ● Set various parameters for your topic and then generate a Url You can then copy the generated Url to the SAP Cloud for Customer mashup to trigger the import of data from SAP Social Media Analytics. This data will display on the marketing dashboard in the social media sentiment and social reach tiles. For details on integrating with SAP Social Media Analytics, refer to: Integrating Marketing Report Tiles with SAP Social Media Analytics Social Media Sentiment This report displays how to monitor public sentiment trends towards your products and brand. Calculation This report has SAP Social Media Analytics Integration. You have to copy your web service and configure it to your mashup service. Report and View Details You have the option of displaying the net sentiment by: ● Region ● Trends (both % positive and negative trends with net %) ● Impressions over time ● Top terms SAP does not deliver this mashup service out-of-box. You have the option of creating a mashup service using the Url and credentials you obtain from SAP Social Media Analytics. Social Reach This report displays how engaged your customers or audiences are with you on various social media channels, which will affect your brand exposure. It displays total mentions of your product over a period of time. Calculation This report has SAP Social Media Analytics Integration. You have to copy your web service and configure it to your mashup service. For information on how to create a mashup web service, refer to: Creating a Mashup Web Service How many of your fans on Facebook see your posts OR number of Twitter users that potentially saw your Twitter handle mentioned in a tweet by a person they follow. Report and View Details You have the option of displaying your Social reach by: ● Region ● Number of followers by region SAP Cloud for Customer 76 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

77 ● Trends over time ● Unique re-tweeters by region ● Source Sales Forecast This report displays your sales forecast performance. This is a subset of sales pipeline that includes only those qualified opportunities that are expected to close in a defined reporting period. Forecasted sales numbers, when compared to target, indicates the progression in the growth of your business. Calculation The Sales Forecast Amount = The sum of WEIGHTED_VALUE where: ● OPP_END_DATE in Current Quarter ● OPP_LIFECYCLE_STATUS = 1 or OPP_LIFECYCLE_STATUS =2 or OPP_LIFECYCLE_STATUS =4 and (Publish to Forecast) ● OPP_SALESFCSTRELEVANCE_FLAG = ‘X’ (Active) STATUS 1 = Open, 2 = In Process, and 4 = Won Pipeline Multiple This report displays a measure of the health of your sales pipeline as compared to your quota in a defined reporting period. It displays your pipeline performance versus the sales forecast. A high pipeline multiple indicates that your business is exceeding expected growth. Calculation Sales Revenue Amount – Divided by - Sales Forecast Amount Sales from Pull This report displays your percentage and value of sales generated by marketing pull campaigns. Calculation Total Sales = Sum of the OPP_SALESRVN_AMOUNT (Expected Value) where OPP_LIFECYCLE_STATUS=4 (WON) Sales from Pull = Sum of the OPP_SALESRVN_AMOUNT (Expected Value) where OPP_LIFECYCLE_STATUS=4 (WON) and CHANNEL_TYPE_CODE in (2, 4, 5, 9) and each Opportunity must be linked to a Campaign. Ratio Pull Vs Total Sales = (Sales from Pull/ Total sales) * 100 For Channel Type Code: 2 = WEB) 5 =Inbound Marketing) and 9 = Search 4= Social Network) Marketing Spend This report displays the comparison between your marketing spend and marketing budget. Calculation 1. Calculation of YTD for Campaigns: ● Consider current date as: 5/15/2014 ● Start Date / End date value considered SAP Cloud for Customer 77 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Marketing Features

78 ● 10/1/2013 3/31/2014 Prorate of the FINAL_AMOUNT between 01/01/14 to 3/31/14 ● 10/1/2013 6/30/2014 Prorate of the FINAL_AMOUNT between 01/01/14 to 5/15/14 ● 1/1/2014 1/31/2014 Total value of the FINAL_AMOUNT ● 2/1/2014 5/31/2014 Prorate of the FINAL_AMOUNT between 02/01/14 to 5/15/14 2. Calculation of Budget Amount : ● Sum of the FINAL_AMOUNT where TYPE_CODE =1 as per the above YTD condition 3. Calculation of Spend Amount : ● Sum of the FINAL_AMOUNT where TYPE_CODE =2 as per the above YTD condition Campaign Status This report displays the status of your campaigns in terms of how many are on track and behind schedule. Calculation 1. Campaign Lifecycle Status: ● 1= Planned ● 2 = Active ● 3= Completed ● 4=cancelled 2. On Track Calculation: ● Number of CAMPAIGNS where CAMP_START_DATE in Current Quarter and STATUS = 2 OR STATUS =3 3. Behind Schedule Calculation: ● CAMPAIGNS where CAMP_START_DATE in Current Quarter and STATUS = 1 See Also Mashups and Web Services Setting Up a Mashup web Service for SAP Social Media Analytics by NetBase SAP Cloud for Customer 78 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Marketing Features

79 3 Sales Features 3.1 SAP Cloud for Sales: Solution Overview To give your sales team the agility and power to find answers, engage in meaningful customer conversations, and deliver the right impact every time, salespeople need a new set of capabilities that enhance the selling process. Going beyond the traditional approach to sales software, SAP Cloud for Sales is easy to use and equips your sales team to close more deals faster in today's complex selling environment. ● Customer Demand: Recognition that there is a demand for your product in the marketplace through multiple channels ● Lead: Capture information from potential clients or customers that can then lead to a sale ● Account and Contact: Make fast account updates, get complete customer intelligence and keep everyone in the loop so that you and your team are delivering the right impact in every customer conversation ● Opportunity: Accelerate sales wins by rapidly tracking activities, collaborating with internal teams, customers and partners, keeping tabs on the competition, and obtaining guided selling materials for each deal ● Sales Quote: Create and submit quotes to align with your internal approval process ● Sales Order: Utilizing the robust integration features available on the back end, you can also create sales orders 3.2 VIDEO: Start Here for Sales Video (5m 20s) Start Here for Sales Find out how to walk through the sales cycle: starting with an assigned lead, converting it to an opportunity, and finally reporting on the closed deal. YOU AGREE that unless expressly stated You are entering a site that is not hosted by SAP. By using such links, otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. SAP Cloud for Customer 79 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Sales Features

80 3.3 Accounts On the tab, you can display existing accounts, create new accounts, and set account statuses. You can Accounts also display account details, review additional data, and rename and edit accounts, as required, and, if you are authorized to do so, assign employees to an account team. Once you have created an account, it can no longer be deleted. You can, however, set its status as Obsolete . Tasks Creating Accounts 1. Customers Choose . Accounts New . 2. Choose Name and 3. Enter the of the account, then specify its City . Country If desired, you also may enter the account's Web site, or specify its classification. 4. Save your entries. If your administrator has configured the solution to check for potential duplicate accounts, then the system performs a duplicate check when you save the account to ensure that its information is unique. Alternatively you can select Check for Duplicates , before you save the account. If the information you enter is found to resemble the information of an existing account, then the solution notifies you that potential duplicate accounts were found. Eastsouth and the system doesn't You might be confused that if you enter, for example, the name find the already existing Eastsouth Corp as a duplicate. The reason is that the system calculates the duplicate possibility according a specific algorithm and only accounts with a similarity above the configured threshold are shown as possible duplicates. The algorithm calculates the account name similarity of two accounts with one account name consisting of one word, for example, , and the other account name consisting of two words, Eastsouth Eastsouth Corp for example, with a similarity that is below the standard threshold. Hence the existing Eastsouth Corp is not shown as possible duplicate. Therefore we recommend to enter as much correct information as possible if you want to get reasonable results, especially the whole account name and, for example, address information. Alternatively, you can contact your administrator to change the system settings to weak duplicate checks. You can find theses settings in your implementation project in the Business Configuration work center Business Phase Questions General Business Data when you edit the project scope: Handling of Business Partners Group: Duplicate Check for Business Partners . Partners For a description of the available save options, see Save Options. You may designate only one primary contact per account. Secondary contacts cannot be specified. If Territory Management has been activated, then an employee who is not defined to be a territory owner cannot be defined as the owner of an account. SAP Cloud for Customer 80 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

81 Editing Accounts You can edit accounts from the Account item header, as follows: 1. Position the cursor over the information to be edited. For example, if you want to rename the account, position Name field. the cursor over the 2. Change the desired entries. Depending on the field, use the dropdown menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. From the item header, you can only edit the current main address of an account. To edit an address other than the current main address, or to designate a different address as the main Addresses tab. address, choose the Choosing Account Filters In the standard solution, accounts are displayed in various filters, described below: Standard Account Filters Filter Accounts Displayed My Accounts Accounts where you are assigned either to the account team or (if territory management is active in your solution) to the territory team. My Account Accounts where you are assigned to the account team. Team's Accounts This filter only appears if territory management is active in your solution. My Territory Accounts where you are assigned to the territory team. Team's Accounts This filter only appears if territory management is active in your solution. My Team's Accounts where anyone in your organization, including employees in subordinate organizations, is assigned either to the account team or (where applicable) to the territory team: Accounts ● For employees, the team is defined as employees in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to the logged on user’s organization. ● For managers, the team is defined as employees ○ in any organization which the logged on user is assigned as manager, and employees in any organization subordinate to the organization logged on user is assigned as a manager, and; ○ in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to the logged on user’s organization. ● If the logged on user is not assigned to any position in any organization, then the team is just the employee. All Accounts for which you have at least read access. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 81 Sales Features

82 The accounts that appear in your solution, per filter, may differ in relation to the access restrictions that your administrator has established. The standard filters above do not include obsolete accounts. To view obsolete accounts, create and save a new filter. For more information, see . Working with Lists [page 45] . You can modify the range of accounts displayed by selecting among these filters. My Accounts The default filter is Using Advanced Filters If you are using the advanced filters, you can filter your accounts, for example, by including sub-territories or narrowing the result by adding a top-level account. Feature Account in SAP Jam Business objects like Accounts can be featured in SAP Jam from your SAP Cloud for Customer system. Accounts 1. In the view, select a single account or multiple accounts. 2. Select New , Feature in Group . 3. From the popup, select the group in which you want to feature the account and click OK . Feature in Setting Account Status Actions From the account details, use the menu to choose the following applicable status: ● Actions . Set as Active to change the account status to Active Choose ● Choose Actions Block to change the account status to Blocked , which will exclude the account from subsequent search results. By blocking an account, you also prevent future opportunities, activities and other items from being assigned to it. ● . By setting an account as Actions Set as Obsolete to change the account status to Obsolete Choose obsolete, you also prevent future opportunities, activities and other items from being assigned to it. You may assign a new status to an account at any time, as required. For example, you can set any active account as obsolete, or any blocked account as active. Using Calendar View The calendar view only appears in HTML5 clients. You are using an HTML5 client if the system URL contains /HTML5 . For further information, contact your system administrator. This view shows the calendar from the perspective of an account. To show all upcoming appointments, visits, and phone calls scheduled by anyone in your organization for an account, select that account and choose the calendar view. Each one is color coded, based on its status. You can create new appointments, visits, or phone calls right from the calendar view. Using Map View If your administrator has configured the solution accordingly, then you can display accounts in Map View , if desired. Choose Map View to see, in an integrated third-party mapping service, the location of each account address — both individually, and in relation to one another. Within Map View , you can also zoom in, zoom out, and pan in any direction. Reviewing Tabs in Account Details The tabs that you see in the account details depend upon the features of SAP Cloud for Customer that your company has implemented. SAP Cloud for Customer 82 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

83 Some of the tabs below are not visible by default. Assuming the features are enabled by your administrator, you must personalize the screen to make some tabs visible. For more information, watch the video Customizing Your Personal Settings . From the account details, you can select these tabs to perform additional actions. The following table summarizes, per feature, the tabs that are available: Available in SAP Cloud for Service and SAP Cloud for Social Available in SAP Cloud for Sales? Tab Actions Engagement? yes yes Select this tab to see the latest updates made to the account, the Overview contacts designated to the account, and any addresses associated with the account. Feed Select this tab to read, open, tag, flag or comment feed updates that yes yes About are associated with this account. For more information, see . the Feed [page 21] Recent Orders Select this tab to view recent orders that are associated with this yes yes account. If your administrator has not set up the 360 overview, then this tab will not appear. ● On this tab, under Average Sales Cycle , you can view the Charts no yes average sales cycle, in number of days, for this account and for all accounts. Data for each average sales cycle is represented separately, but both sets of data are represented in relation to the quarterly sales cycle. You may ® , if desired. For more also export this data to Microsoft Excel . information, see [page 157] About Analysis ● On this tab, under , you can view the overall Revenue Trend revenue trend for this account in relation to the quarterly sales cycle. You may also export this data to Microsoft Excel, if desired. Select this tab to view, edit or create appointments, tasks, phone Activities yes yes calls, or e-mails that are associated with this account. Account Team Select this tab to add employees to, or remove employees from, the yes yes team responsible for this account. Here you can also add employees with the same role but with different validities and sales data responsibilities, such as Distribution Channel , Sales Organization , . If you possess the appropriate authorizations, you can also Division modify the role of employees who are assigned to this account. If territory management is active, then the sales territory team also appears in this tab. SAP Cloud for Customer 83 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Sales Features

84 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Engagement? Cloud for Sales? Actions yes no Select this tab to view associated sales territories. Sales Territories If your administrator has not configured the solution to make sales territories visible, then this tab will not appear. Select this tab to view associated relationships. yes Relationships yes If your administrator has not enabled integration with SAP ERP, then this tab will not appear. yes Addresses yes Select this tab to view, edit or add addresses that are associated with this account. For any account, only one address can be specified as the main address. To indicate that an address may be used for shipping or billing, select Yes in the corresponding column. If more than one shipping or billing Yes (standard) address is specified, select in the appropriate column to designate an address as the default shipping or billing address. It is not possible to remove an existing address from an account, because the existing address may already be referenced by other items, such as leads and opportunities. If you have data for geographic placements for the address you can and Longitude and you can make enter them in the fields Latitude them visible on an online map provider using a mash-up. You have the following options to enter latitude and longitude: ● You can export all addresses, use an external service to create the data, and import the data back using the mass data maintenance or the migration tool. ● You can use the A2X service II_MANAGE_CUSTOMER_IN to update the data. ● You can update the fields creating a custom solution using SDK. ● You can use a data mash-up to clean-up the fields on update with geo codes. Contacts Select this tab to add new or existing contacts to, or remove contacts yes yes from, this account. On this tab, you can also designate a contact as for the account. the Primary Contact To add an existing contact click Actions Add and select a contact. SAP Cloud for Customer 84 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

85 Available in SAP Cloud for Service and SAP Cloud for Social Available in SAP Tab Engagement? Actions Cloud for Sales? yes Select this tab to view the displayed accounts in a hierarchical Account yes structure, provided that a parent account has been specified for the Hierarchy accounts at hand. You can expand and collapse the account hierarchy at any level to display as many or as few accounts as you like. If your administrator has not configured the solution to make account hierarchies visible, then this tab will not appear. Select this tab to view associated campaigns. yes no Campaigns Select this tab to view or create sales leads that relate to this account. yes no Sales Leads Select this tab to view or create opportunities that relate to this yes no Opportunities account. Attachments Select this tab to view, edit or add attachments that relate to this yes yes account. Select this tab to view information that derives from SAP Jam, and no yes Groups to perform the following actions: ● create internal groups in SAP Jam to collaborate on account team meetings, prepare for customer visits, and so on ● create external or cross-company groups in SAP Jam to safeguard accounts, upsell products, and so on ● automatically invite account team members and contacts to the group in SAP Jam, with the flexibility to add or remove e- mail addresses ● view a list of groups in SAP Jam that are associated with the given account, and navigate from this list to SAP Jam ● navigate from SAP Jam back to the account ● view a list of recommended groups in SAP Jam for the given account, and navigate from this list to SAP Jam ● view the latest SAP Jam Feed updates for the associated groups If your administrator has not enabled integration with SAP Jam, then this tab will not appear. Sales Data Select this tab to view or edit associated sales data from SAP no yes Customer Relationship Management (SAP CRM) and SAP ERP. Select this tab to view associated sales documents. yes no Sales Documents Tickets Select this tab to view associated tickets. no yes Target Groups Select this tab to view associated target groups. yes no SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 85 Sales Features

86 Available in SAP Cloud for Service and SAP Cloud for Social Available in SAP Tab Cloud for Sales? Engagement? Actions Select this tab to view associated registered products. yes Registered no Products yes Visiting Hours yes Here you can define the hours for visits. These date and time ranges are taken into account when sales and service representatives plan site visits for accounts. tab is delivered hidden. To use it, either Visiting Hours The personalize your screen, or ask your administrator to adapt the screens for everyone in the company. yes no Visits Select this tab to view associated visits, and to set the recommended visit frequency for this account. Select this tab to view associated product lists. yes yes Product Lists Select this tab to view associated survey results. Survey Results yes yes yes no If integration with SAP Customer Relationship Management (SAP Marketing Attributes CRM) is set up in your system, then you can choose this tab to access SAP CRM marketing attributes associated with this account. Assigning Employees to an Account Team ® client, proceed as follows: In the Microsoft Silverlight 1. Customers Accounts . Choose 2. Open the appropriate account. 3. Select the Account Team tab. Employees 4. Open the pane. 5. Drag the icon of the appropriate employee from the Employees pane and drop it onto the table within the Account Team tab. In the HTML5 client, proceed as follows: 1. Customers . Accounts Choose 2. Open the appropriate account. 3. Select the Account Team tab, then choose Add . . Add 4. Specify the party role and name of the employee to be assigned, then choose Removing Employees from an Account Team 1. Choose Customers Accounts . 2. Open the appropriate account. 3. Select the Account Team tab. 4. Find the employee to be removed. Action column corresponding to the employee to remove, choose Remove . 5. In the SAP Cloud for Customer 86 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

87 Deleting Account Activities 1. Choose Accounts . Customers 2. Open the appropriate account. Activities 3. Choose . 4. Within the Action column of the activity to be deleted, choose Delete . Deleting activities from the account removes them from the system entirely. 5. In the dialog box that follows, confirm that you want to delete the selected activity. Generating Account Summaries To generate a summary of any account in PDF format, proceed as follows: 1. Customers Accounts . Choose 2. Open the appropriate account. Summary . 3. Choose Opening CRM Factsheet To open a CRM Factsheet, proceed as follows: 1. Customers Choose . Accounts 2. Open the appropriate account. 3. Actions . CRM Customer Factsheet Choose Launching ERP Customer Cockpit From the details of the account on the Sales Data tab you can also launch the ERP Cockpit with Actions ERP Cockpit and you can open an ERP Customer Factsheet as PDF with Actions ERP Customer Factsheet presumed your system is connected with ERP. Prerequisites To enable the Cloud for Customer system to launch the ERP Customer Cockpit you must do the following adaptations: 1. and search for General Mashups ERP Mashup Authoring work center choose Administrator In the Account Cockpit (SM00105) and update the URL with the connected ERP system data. 2. To find the URL, login to the corresponding ERP system and do the following steps: . F8 , enter ServiceName and press SICF 1. Start transaction into the field CFS_APPILCATION The service cfs_application is shown in the next screen. Test Service . 2. Make a right click on the screen and select 3. A web browser is opened with an URL. Copy this URL. Alternatively you can also to the following: Display . Then , select Web Dynpro Comp/Intf. and enter CFS_COMPONENT and click Start transaction SE80 open web dynpro applications and under the properties, copy the URL from field URL . cfs_application 3. Now you can paste the URL in the mash-up and save your work. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 87 Sales Features

88 Using International Address Versions If your administrator has activated this function, then proceed as follows to record address information for accounts in multiple character sets — for example, in the Greek or Roman alphabets, or in Cyrillic or Thai script, among others. 1. Customers Accounts . Choose 2. Open the appropriate account. 3. Actions International Version . Choose 4. On the following screen, from the dropdown list, select the alternative alphabet or script in which the address information is to be specified. If a user is logged on to the system in Japanese, but wants to enter address information for an account in Thailand, then that user can specify the Thai script from the dropdown to enter the address, as required. 5. Choose OK . This function is also accessible from the tab of the account. Addresses See Also Contacts [page 88] Start Here for SAP Cloud for Sales 3.4 Contacts Contacts are organized in relation to the accounts from which they originate. For more information, see Accounts [page 80] . Contacts On the tab, you can display existing contacts associated with accounts, create new contacts, and set contact statuses. You can also display contact details, review additional data, and rename and edit contacts, as required. Once you have created a contact, it can no longer be deleted. You can, however, set its status as . Obsolete Tasks Creating Contacts 1. Choose Customers Contacts . 2. Choose . New 3. Enter the First Name and Last Name of the contact, then specify the Account that is associated with it. SAP Cloud for Customer 88 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

89 If desired, enter additional details for the contact, such as organizational information, or the Phone Mobile , , E-Mail of the contact. and 4. Save your entries. If your administrator has scoped the solution to check for potential duplicate contacts, then select Check for Duplicates , before you save the contact, to ensure that its information is unique. If the information you enter is found to resemble the information of an existing contact, then the solution notifies you that potential duplicate contacts were found. For a description of the available save options, see Save Options. Editing Contacts Contact item header, as follows: You can edit contacts from the 1. Position the cursor over the information to be edited. For example, if you want to rename the contact, position Name field. the cursor over the 2. Change the desired entries. Depending on the field, use the dropdown menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. From the item header, you cannot edit the business address of the account that is associated with this contact, but you can use the dropdown menu to specify a different business address for this contact, if desired. To create or edit personal addresses for the contact, choose the Addresses tab. Choosing Contact Filters Contacts are displayed in one of three standard filters, described below: Standard Contact Filters Contacts Displayed Filter All All contacts of all accounts that you are authorized to access. My Contacts All contacts of all accounts for which you are assigned as a member of the account team. My Team's All contacts of all accounts for which you are assigned as a member of the account team, and, if you are a sales manager, all contacts of all accounts for which any subordinate of yours is assigned as a member of Contacts the account team. The standard filters above do not include obsolete accounts. To view obsolete contacts, create and save a Working with Lists . new filter. For more information, see [page 45] My Contacts , You can modify the range of accounts displayed by selecting among these filters. The default filter is Setting Contact Status From the contact details, use the Actions menu to choose the following applicable status: ● . Actions Set as Active to change the contact status to Active Choose ● Choose Actions Block to change the contact status to Blocked , which will exclude the contact from subsequent search results. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 89 Sales Features

90 ● Choose Set as Obsolete to change the contact status to Obsolete Actions . You may assign a new status to a contact at any time, as required. For example, you can set any active contact as obsolete, or any blocked contact as active. Reviewing Tabs in Contact Details The tabs that you see in the contact details depend upon the features of SAP Cloud for Customer that your company has implemented. Some of the tabs below are not visible by default. Assuming the features are enabled by your administrator, you must personalize the screen to make some tabs visible. For more information, watch the video Customizing Your Personal Settings . From the contact details, you can select these tabs to perform additional actions. The following table summarizes, per feature, the tabs that are available: Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Cloud for Sales? Engagement? Actions Tab Overview Select this tab to see the latest updates made to the contact, and any yes yes addresses associated with the contact. yes Feed yes Select this tab to read any Feed updates that are associated with this . [page 21] About the Feed contact. For more information, see On this tab, you can also open, tag or flag Feed updates, mark them Tags as favorites, or comment them. For more information, see and Shelf . [page 28] [page 27] Select this tab to view, edit or add addresses that are associated with yes yes Addresses this contact. It is not possible to remove an existing address from a contact, because the existing address may already be referenced by other items, such as leads and opportunities. Select this tab to view, edit or create activities that are associated yes Activities yes with this contact — including appointments, tasks, phone calls, and [page 35] Activities e-mails. For more information, see . Select this tab to view leads that relate to this contact. For more Sales Leads yes yes . [page 95] Sales Leads information, see Opportunities Select this tab to view potential sales opportunities for this contact. yes yes [page 97] Opportunities For more information, see . Relationships Select this tab to view associated relationships. yes yes If your administrator has not enabled integration with SAP ERP, then this tab will not appear. Registered yes Select Registered Products to view registered products associated no with this contact. Products Campaigns Select this tab to view associated campaigns. yes no SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 90 Sales Features

91 Available in SAP Cloud for Service and SAP Cloud for Social Available in SAP Tab Cloud for Sales? Engagement? Actions Select this tab to view associated marketing interactions. no Marketing yes Interactions no Select this tab to view tickets associated with this contact. Tickets yes Marketing Select this tab to view the marketing permissions that have been yes no Permissions defined for this contact. If integration with SAP Customer Relationship Management (SAP Marketing yes no CRM) is set up in your system, then you can choose this tab to access Attributes SAP CRM marketing attributes associated with this contact. See Also [page 80] Accounts 3.5 VIDEO: Working with Leads Video Working with Leads (4m 48s) Find out how to create and qualify leads, and how to convert leads to other items — such as opportunities— to drive sales activity. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 3.6 Leads — depending upon the authorizations you have been assigned Sales Leads or Marketing Leads Under — you can create leads to record raw data that is derived from campaigns, trade shows, and other marketing activities. You can also edit leads, and convert leads to follow-on items — such as opportunities, or accounts and contacts — to drive sales activity. To this end, you can also perform the following optional actions: ● Specify the source and campaign of your leads ● Classify leads according to a particular interest ● Qualify leads by applicable levels — for example, as cold, warm, or hot SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 91 Sales Features

92 ● Track and analyze the success of your leads over a specified time frame ● Add products to leads Tasks Creating Leads 1. Leads New or Choose Leads New . Sales Marketing 2. Enter the pertinent information about the lead. 3. Save your entries. Using Existing Accounts to Create Leads 1. Choose Leads New or Marketing Leads New . Sales 2. Select , provided that you have personalized the solution to make this option visible. Use Existing Account 3. Enter the name of the lead. 4. Specify the existing account to be used. 5. Specify the source. 6. Save your entries. Leads that are created with this option can only be converted to opportunities, because an account and contact are already associated with them. Creating Individual Customers from New Leads 1. Choose Sales Leads New or Marketing Leads New . 2. Select Create Indiv. Customer , provided that you have personalized the solution to make this option visible. 3. Enter the name of the lead. 4. Enter, at a minimum, the last name of the individual customer to be created. 5. Save your entries. Within a lead, you can also choose Actions Convert to Individual Customer to convert a lead to an individual customer, or Associate Individual Customer Actions to associate an individual customer with a lead without changing that lead’s status. Using the Business Card Scanner to Create Leads Prerequisite Your company has purchased the necessary licenses and your administrator has made the appropriate settings to activate the business card scanner. For more information, your administrator should see Getting Started for SAP Cloud for Sales and Marketing Administrators, section Enable the Business Card Scanner to . Create Leads (optional) ® 1. or Android™ device in the SAP Cloud for Customer app, go to Leads . On your iPhone 2. Tap Actions , then choose Scan . In response, the phone's camera is activated. SAP Cloud for Customer 92 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

93 3. Center on the screen the business card that you'd like to scan. In response, the app takes a picture of the business card, which appears on the screen. Use Photo . 4. Check the image. If it is clear and legible, then tap In response, the app transfers the information from the business card to the appropriate fields to create the lead. 5. Confirm or adjust the information as required, then save the lead by tapping . Done The information from the business card now appears as a contact under your leads. Editing Leads 1. Open the lead of interest. 2. Position the cursor over the information you want to edit. As you move the cursor over an editable field, the background changes to a different color. When you click a field, you enter edit mode. 3. Edit the lead as required, then save your entries. You cannot edit leads that have been converted to follow-on items, such as opportunities. Copying Leads Provided that an active account is associated with a lead, proceed as follows to copy it: 1. Open the lead of interest. 2. Actions Copy . Choose 3. On the following screen, adjust the entries for the resultant lead, as required. 4. Save the copied lead. Assigning Owners to Leads Automatically If your system administrator has activated lead assignment in your system, then owners are automatically assigned for new leads only. For more information, see Defining Rules for Lead Assignment. Assigning Owners to Leads Manually 1. Select one or more leads. 2. . Actions Route Selected Leads Choose The system uses the rules defined by the system administrator to assign owners to these leads. The owner that is assigned this way overrides any previous owner information for a lead. Assigning Products to Leads ® In the Microsoft Silverlight client, proceed as follows: 1. . Sales Leads or Marketing Leads Choose 2. Open the lead of interest. 3. Select the Products tab. 4. Open the Products pane. 5. Drag the product icon of interest from the Products pane and drop it onto the table within the Products tab. In the HTML5 client, proceed as follows: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 93 Sales Features

94 1. Choose Sales Leads or Marketing Leads . 2. Open the lead of interest. 3. Select the Add . Products tab, then choose Add . 4. Specify the product to be assigned, then choose Removing Products from Leads 1. Choose Sales Leads or Marketing Leads . 2. Open the lead of interest. Products 3. Select the tab. 4. Find the product to be removed. Action column corresponding to the product to remove, choose Remove . 5. In the Converting Leads When you convert a lead to an opportunity, it remains in the system as a record. You can further process, as required, any follow-on items that arise from the lead, but you cannot delete the lead once it has been converted. To convert a lead to another item, proceed as follows: 1. Open the lead of interest. 2. On the lead details screen, choose one of the following: ● Actions Convert to Sales Lead ● Convert to Opportunity Actions ● Actions Convert to Account and Contact 3. Edit the item that is to result from this lead, then save your entries. If your administrator has scoped the solution to check for potential duplicate accounts and contacts, then select Check for Duplicates before you save the account and contact, to ensure that its information is unique. If the information you enter is found to resemble the information of an existing account or contact, then the solution notifies you that potential duplicate accounts or contacts were found. In response, the follow-on item of the converted lead appears in the Converted to column. Editing Marketing Permissions It is the responsibility of your organization to comply with national legislation regarding data protection and the provision of marketing materials. Therefore, administrators must configure the solution for each country in which, or each customer with whom, your organization intends to conduct marketing activities and, to the extent legally required, make use of the option to store documents such as opt-ins or opt-outs. Using marketing permissions, you can control the information and advertisements that are offered directly to your customers using e-mail, fax or phone calls. You can find the tab in the master data for Marketing Permissions contacts, individual customers, and leads. For more information, see Marketing Permissions. Deleting Activities 1. Open the Activities tab. 2. Within the column of the activity to be deleted, choose Delete . Action SAP Cloud for Customer 94 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

95 Deleting activities from the lead removes them from the system entirely. 3. In the dialog box that follows, confirm that you want to delete the selected activity See Also [page 95] Sales Leads Opportunities [page 97] Accounts [page 80] 3.7 Sales Leads Sales Under Sales Leads , you can manage your sales leads, maintain relationships with your customers and prospects, and convert sales leads to opportunities. Sales leads are the starting point for future sales. Sales leads are created, qualified, and can be assigned to sales staff automatically, using rules created by the administrator. Once a sales lead has been qualified, you can accept or decline that lead. You can also convert sales leads, once they have been qualified, to opportunities. To drive sales activity, you can also perform the following optional actions: ● Specify the source and campaign of your sales leads ● Classify sales leads according to a particular interest ● Qualify sales leads by applicable levels — for example, as cold, warm, or hot ● Track and analyze the success of your sales leads over a specified time frame ● Add team members to the marketing team for the sales lead ● Add products to the sales lead ● Add contacts to the sales lead You can only designate an employee as a contact for a sales lead if that employee is already a contact for the account that is associated with that lead. To view the list of contacts for the account, open the account details, then choose Contacts . Tasks Creating Sales Leads 1. Sales Choose New . Sales Leads 2. Enter the pertinent information about the sales lead. 3. Save your entries. Qualifying Sales Leads 1. . Sales Sales Leads Choose 2. Open the sales lead of interest. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 95 Sales Features

96 3. Select Qualification Level , then specify the applicable level. 4. Save your entries. Accepting or Declining Sales Leads 1. Open the sales lead of interest. 2. Decline Accept or Actions Actions . On the sales lead details screen, choose Editing Sales Leads 1. Open the sales lead of interest. 2. Position the cursor over the information you want to edit. As you move the cursor over an editable field, the background changes to a different color. When you click a field, you enter edit mode. 3. Edit the sales lead as required, then save your entries. Assigning Products to Sales Leads ® In the Microsoft Silverlight client, proceed as follows: 1. Sales Sales Leads . Choose 2. Open the desired sales lead. Products 3. Select the tab. 4. Open the Products pane. 5. Drag the desired product icon from the Products pane and drop it onto the table within the Products tab. In the HTML5 client, proceed as follows: 1. Sales Leads . Sales Choose 2. Open the desired sales lead. 3. Select the tab, then choose Add . Products . Add 4. Specify the product to be assigned, then choose Removing Products from Sales Leads 1. Choose Sales Sales Leads . 2. Open the desired sales lead. 3. Select the tab. Products 4. Find the product to be removed. 5. In the Action Remove . column corresponding to the product to remove, choose Converting Sales Leads to Opportunities When you convert a sales lead to an opportunity, the original sales lead remains in the system as a record. You can still edit the original sales lead, but you cannot delete it. You can further process, as required, the opportunity that arises from the sales lead. To convert a sales lead to an opportunity, proceed as follows: 1. Open the qualified sales lead of interest. Only sales leads whose status is Qualified can be converted to opportunities. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 96 Sales Features

97 2. On the sales lead details screen, choose Actions Convert to Opportunity . 3. Edit the opportunity that is to result from this sales lead, then save your entries. See Also [page 97] Opportunities Start Here for SAP Cloud for Sales [page 79] [page 65] Working with Leads 3.8 Opportunities , you can display and edit existing Opportunities represent potential sales. Under Opportunities Sales opportunities, and create new ones. You can also edit opportunities that have been converted from leads, and assign products to opportunities, and employees to opportunity sales teams. Tasks Creating Opportunities 1. Choose Sales Opportunities . 2. Choose New . 3. Enter the required information, including the corresponding account and probability of success. 4. Save your entries. For a description of the available save options, see Save Options. Editing Opportunities You can edit opportunities from the Opportunity item header, as follows: 1. Position the cursor over the information to be edited. For example, if you want to rename the opportunity, position the cursor over the field. Name As you move the cursor over an editable field, the background changes to a different color. When you click a field, you enter edit mode. 2. Change the desired entries. Depending on the field, use the drop-down menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. Choosing Opportunity Filters All Opportunities , My Opportunities , or My Team's Opportunities are displayed in one of three standard filters: Opportunities . You can modify the range of opportunities to display by selecting among these filters. The default filter is My Opportunities . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 97 Sales Features

98 Applying Filters by Sales Organization When Adding Competitors 1. Sales Opportunities . Choose 2. Open the appropriate opportunity. Competitors 3. Select the tab. . 4. Choose Add 5. From the Name field, choose the value selection. By Organization 6. Select the filter. 7. Select the desired organization. Assigning Products to an Opportunity ® In the Microsoft Silverlight client, proceed as follows: 1. Sales Opportunities . Choose 2. Open the appropriate opportunity. 3. Select the Products tab. pane. Products 4. Open the 5. Drag the desired product icon from the Products Products tab. pane and drop it onto the table within the In the HTML5 client, proceed as follows: 1. Sales Opportunities . Choose 2. Open the appropriate opportunity. 3. Select the Products tab, then choose Add . . Add 4. Specify the product to be assigned, then choose Removing Products from an Opportunity 1. Choose Opportunities . Sales 2. Open the appropriate opportunity. Products tab. 3. Select the 4. Find the product to be removed. Action 5. In the Remove . column corresponding to the product to remove, choose Copying Products Within an Opportunity 1. Sales Opportunities . Choose 2. Open the appropriate opportunity. 3. Select the Products tab. 4. Select the product to be copied. 5. From the menu at right, choose Copy . Actions Save . 6. Choose Assigning Employees to an Opportunity Sales Team ® In the Microsoft Silverlight client, proceed as follows: 1. . Sales Opportunities Choose 2. Open the appropriate opportunity. SAP Cloud for Customer 98 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

99 3. Select the Sales Team tab. Employees pane. 4. Open the pane and drop it onto the table within the 5. Drag the icon of the appropriate employee from the Employees tab. Sales Team When you assign an employee to an opportunity sales team in this way, the solution assigns the Sales Employee role to that employee by default. If desired, you can change the role that is assigned to the employee. In the HTML5 client, proceed as follows: 1. Sales Opportunities Choose . 2. Open the appropriate opportunity. Sales Team Add . 3. Select the tab, then choose Add . 4. Specify the role and name of the employee to be assigned, then choose Removing Employees from an Opportunity Sales Team 1. Sales Opportunities . Choose 2. Open the appropriate opportunity. 3. Select the Sales Team tab. 4. Find the employee to be removed. 5. In the column corresponding to the employee to remove, choose Remove . Action Requesting SAP ERP Pricing Information for an Opportunity If your solution is integrated with SAP ERP, then you can request SAP ERP pricing information for an opportunity, as follows: 1. Open the opportunity for which you want to request pricing. Products . 2. Choose 3. Actions Request Pricing . Choose SAP ERP pricing information appears in the Negotiated Price column for each product. To enter a negotiated sales price manually, you can edit this field. Collaborating on Opportunities via SAP Jam If your solution is integrated with SAP Jam, then you can collaborate on opportunities via SAP Jam, as follows: 1. Open the opportunity on which you want to collaborate. 2. Choose Groups . If your administrator has not enabled integration with SAP Jam, then this tab will not appear. 3. On this tab, you can view information that derives from SAP Jam, and perform the following actions: ● create internal groups in SAP Jam to collaborate on sales team meetings, prepare for customer visits, and so on ● create external or cross-company groups in SAP Jam to collaborate on pricing negotiations, reference customer discussions, and so on SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 99 Sales Features

100 ● automatically invite sales team members and contacts to the group in SAP Jam, with flexibility to add or remove e-mail addresses ● view opportunity data that is communicated to SAP Jam at the time the group is created ● view a list of groups in SAP Jam that are associated with the given opportunity, and navigate from this list to SAP Jam ● navigate from SAP Jam back to the opportunity ● view a list of recommended groups in SAP Jam for the given opportunity, and navigate from this list to SAP Jam ● view the latest SAP Jam Feed updates for the associated groups Deleting Activities 1. Open the Activities tab. Action 2. Within the Delete . column of the activity to be deleted, choose Deleting activities from the opportunity removes them from the system entirely. 3. In the dialog box that follows, confirm that you want to delete the selected activity. Ending Opportunities Won , Lost , or You end an opportunity by changing its status to . Proceed as follows: Stopped 1. Select an opportunity, choose Actions , and then select the appropriate status. Opportunities that have the status Stopped are not displayed in the Opportunity Pipeline or in the Won/ Lost Opportunities chart, and they are not taken into account for forecasting. Won Lost , you can enter a reason why the opportunity was won or lost in If you have selected the status or Reason for Status under the opportunity item header. The reason you select is displayed in the opportunity as and is also used in analytics. Pipeline Status 2. Save your entries. See Also [page 65] Leads VIDEO: Start Here for Sales [page 79] About Analysis [page 157] Enabling Approval Processes 3.9 Influencer Map The influencer map allows you to visualize contacts and employees associated with an opportunity, and to prioritize the perceived success of these contacts and colleagues in helping you close deals by adjusting their position to be larger and closer to the center of the map (to indicate more influence) or smaller and further from the center (to indicate less influence). If your system is set up to support this feature and correctly configured, then you can open SAP Cloud for Customer 100 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

101 the influencer map from your opportunities, from the home page, or from SAP Customer Insight, as described in the first task below. Working within the influencer map, you can more easily identify the top influencers for a given contact or employee, and help build a more successful sales team for your opportunities, by improving the chance that your sales team will interact with the most influential decision makers. To help drive sales, the influencer map analyzes structured and unstructured data within the solution for contacts and employees, as well as their common activities, to recommend the individuals who are most likely to influence the respective decision makers. A weighted scoring algorithm is applied to calculate a composite influence score for every contact and employee in relation to the decision maker. As the influence score of a contact or employee increases (or decreases), the size of the contact or employee on the influencer map grows larger (or smaller), and the position of the contact or employee grows closer to (or further from) the center of the influencer map. As other users reposition contacts or employees on the influencer map to be closer to or further from the center, and proportionately larger or smaller, the solution records this information to improve the accuracy of the feature in identifying top influencers for the contacts and employees that are assigned to an opportunity. Prerequisites ● This feature is only available for HTML5 clients. Your solution is HTML5-based if the system URL contains / HTML5 . For more information about the HTML5 client, contact your system administrator. ● Your solution includes the advanced user option, and your administrator has scoped your solution to enable the influencer map to be used. ● The view within the Sales work center is assigned either to your user or to your user's business Opportunities role. ● Your administrator has enabled you to open the influencer map by configuring at least one of the following areas: ○ The Sales Team or Contacts tabs, within your opportunity details ○ Your home page ○ SAP Customer Insight If your administrator has scoped your solution to enable the influencer map to be used, but has not configured the area from which you want to access the influencer map, then review the last task below. Tasks Opening an Opportunity from the Pipeline To access the influencer map from an opportunity, proceed as follows: 1. Choose Sales Opportunities . 2. Open the opportunity of interest. 3. In the opportunity details, choose the Sales Team or Contacts tab. 4. Choose . Top Influencers In response, the pipeline appears in the Top Influencers tab of the opportunity. 5. Within the pipeline, click on the opportunity to open it. To access the influencer map from your home page, proceed as follows: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 101 Sales Features

102 1. Open your home page. 2. Choose the tile. On this tile, opportunities are depicted graphically by total value, sales Pipeline Influencers period, and chance of success. In response, the pipeline appears. 3. Within the pipeline, click on the opportunity to open it. To open the influencer map from SAP Customer Insight, proceed as follows: 1. Log on to SAP Customer Insight. 2. Choose the Pipeline Influencers tile, where opportunities are depicted graphically, as on the home page. In response, the pipeline appears. 3. Within the pipeline, click on the opportunity to open it. Reviewing Opportunity Details Upon opening the opportunity from the pipeline, you can review information of potential use in driving sales, including: ● Its account, sales cycle, status, sales phase, expected revenue, and chance of success ● A timeline of related past and future activities ● Subscreens for: ○ Contacts ○ Sales Team ○ Products ○ Competitors ○ Involved Parties Opening the Influencer Map for Contacts Contacts To open the influencer map for a contact, choose the contact of interest from the subscreen. In response, the top influencers for the contact are depicted graphically. The larger the influencer is, and the closer it lies to the center, the more influential he or she has been calculated to be, in accordance with the weighted scoring algorithm. Opening the Influencer Map for Employees Sales To open the influencer map for an employee on the sales team, choose the employee of interest from the Team subscreen. In response, the top influencers for the employee are depicted graphically, with more influential individuals depicted larger, and closer to the center. Repositioning Influencers 1. Open the influencer map. 2. Select the influencer for the contact or employee whose perceived influence is to be adjusted. 3. Move the influencer closer to the center, if their perceived influence is larger, or further from the center, if their perceived influence is smaller. In response, the depiction of the individual increases or decreases in size. 4. Release the influencer in its new position on the map. In response, the overall map is adjusted, with the repositioned influencer assigned greater or lesser influence, along with all other influencers on the map. SAP Cloud for Customer 102 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

103 Personalizing Your Solution for Influencer Map Access To personalize your solution so that you can access the influencer map from an opportunity, proceed as follows: 1. Choose Opportunities . Sales or tab. Sales Team 2. Open an opportunity, then choose the Contacts 3. Personalize Start Personalization . Choose 4. Select any column, then choose Add Items Add Fields . 5. Select the checkbox, then choose Apply . Top Influencers 6. End Personalization Choose . Personalize To personalize your home page for this purpose, proceed as follows: 1. Open your home page. 2. Choose Settings , then Personalize . 3. Under Scorecards Pipeline Influencers , then choose Show . , find Save 4. Choose . To personalize SAP Customer Insight for this purpose, proceed as follows: 1. Log on to SAP Customer Insight. Settings , then Personalize . 2. Choose 3. Under , find Pipeline Influencers , then choose Show . Scorecards 4. Choose Save . Upon completing these procedures, you can open the influencer map from the corresponding areas, as described in the first task above. See Also [page 97] Opportunities 3.10 Retail Execution 3.10.1 VIDEO: Start Here for Retail Execution Video Start Here for Retail Execution (4m 45s) Find out all about retail execution, including planning a visit, recording site information with surveys, and working in offline mode at the account location. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. SAP Cloud for Customer 103 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Sales Features

104 ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 3.10.2 About Retail Execution Retail execution is a set of features that enables field sales personnel to plan and record site visits and activities while on site at the account. Retail execution is based on site visits, which can be enhanced by using surveys, activity plans, and routing rules. For more information, see Configuring Visits. Once the administrator has set up the necessary surveys, activity plans, and routing rules, sales users can work in SAP Cloud for Customer for iPad to plan site visits and collect visit information while on site. For sales users, the process proceeds as follows: [page 104] . 1. Plan site visits. For more information, see Visits This can be achieved either in the browser, or via SAP Cloud for Customer for iPad. You can use the included system tools to plan the most efficient route between locations, check which sites are due for a visit, and review past visit notes. 2. Record visit information. [page 171] to record visit information. This can include, for example: Use SAP Cloud for Customer for iPad ● Check in/check out times ● Record tasks (from activity plan) ● Complete site checklists and customer surveys and attach photos when required ● Create sales quotes and orders ● Order site assets See Also Designing Surveys [page 104] Visits [page 171] SAP Cloud for Customer for iPad 3.10.3 Visits Customer site visits are a part of creating and keeping good relationships with customers. They can also be a way to discuss, run, and monitor marketing activities, such as campaigns. On the Visits tab, you can use tools such as tasks, surveys, and campaigns to gather and record information from each customer visit. The steps of this process can be completed either in SAP Cloud for Customer in the browser or in SAP Cloud for Customer for iPad, with one exception: route planning is only available in the browser. You can set the recommended frequency for visits in the account detail view, Visits tab. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 104 Sales Features

105 Tasks Create Visits 1. View your accounts under Visit Planner . Visits To help you prioritize visits, you can sort your list of accounts using filters, including the below: ● My Accounts with No Visits Planned These are your accounts where there are no future visits planned. date is in the past, it will not show up under this filter. If the Next Planned Visit ● My Accounts Overdue for Visits Visit Before or Next Planned Visit dates have passed without a visit. These are your accounts where the 2. Select the account you want to visit and choose . New Visit 3. Enter the necessary information and save the visit. Calendar To check your schedule for upcoming visits and appointments, you can use the . ● Microsoft Silverlight® clients: use the Calendar pane. ○ Other activity types, such as phone calls, e-mails, and tasks, do not appear in the calendar pane. ○ My Team or another group tab, the calendar pane only displays Even if you are looking at your own schedule. ● HTML5 clients: use the Calendar . ○ In addition to appointments and visits, phone calls also appear on your calendar. ○ You can view other users' schedules if you are authorized to do so. . [page 34] Calendar For more information, see The calendar view of an account shows all upcoming appointments for that account in one calendar, even if . [page 80] Accounts they were scheduled by other colleagues. For more information, see Add Tasks or Surveys to the Visit You can add items to help you document your visit. These items are predefined in activity plans by your system administrator, and may include general checklists, industry-specific surveys, or recommended tasks to complete while you are onsite. To view these items and add the relevant ones, do the following: 1. Under Visits , open one of your visits. 2. . Tasks Add To add standard tasks, choose A list of predefined tasks appears. Select the ones that are relevant for this visit. Allsurveys are routed using certain rules. If you do not find the survey you expected to see in the list, ask the person who created the surveys to ensure that the routing rules were set up properly. For more information, see Configuring Visits. 3. . Surveys Add To add standard surveys or checklists, choose A list of predefined surveys appears. Select the ones that are relevant for this visit. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 105 Sales Features

106 Allsurveys are routed using certain rules. If you do not find the survey you expected to see in the list, ask the person who created the surveys to ensure that the routing rules were set up properly. For more information, see Configuring Visits. Check Current Campaigns In the visit overview, you can see the number of ongoing or upcoming campaigns that are assigned to this account. tab, where you can link to the assigned For more information about specific campaigns, check the Campaigns campaigns directly. Refresh Visits Sometimes your administrator adds tasks or surveys to an existing activity plan. Before you go on a visit, you can update the tasks and surveys, so you know you're working with the latest data. You can do so in one of the following ways: ● Actions Refresh From the list of visits, select one or more visits that you want to update, and choose Selected Visits . ● Open a visit and choose Refresh Visit . Actions Arrive and Check In To ensure you are working with the latest information, you may want to refresh the visit before you arrive at the customer site. To do so, see section Refresh Visits . 1. When you arrive at a customer's site, open the visit. 2. Choose Check In . Checking in captures the date and time and opens the visit for editing, allowing you to record information about this visit in the system. Complete Tasks and Surveys During your site visit, you can open each task, survey, or checklist and process it accordingly. Tasks or Surveys tab. 1. From the visit, choose the 2. Open the task or survey and complete the items it contains. For mandatory questions of type a value of zero is not a valid response. Amount 3. Add any relevant notes. 4. For surveys, you can add pictures as attachments. ● In SAP Cloud for Customer for iPad, there are predefined picture sizes for you to use. For performance reasons, we recommend attaching a maximum of one large picture, 10 medium pictures, or 30 small pictures per survey. ● Pictures you add to the survey appear as attachments to both the survey and the visit. 5. Actions Set as When you have completed the task or survey, set it to completed by choosing Complete . SAP Cloud for Customer 106 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

107 Add Contacts If you have met or worked with another contact for this account during your visit, you can add that person to the visit Contacts under . Only contacts that are listed in the account itself appear for selection. Create Follow-Up Items During your visit, if you discover that the customer needs additional products, an upgrade, or spare parts or repairs, create a follow-up item. The following table outlines the types of requests, lists examples, and indicates how to order them in the system. Examples In the visit, choose Follow-Up Items Request Type New Product order Sales Quote Out-of-stock products Machine should be upgraded to the latest model Opportunities Opportunity Spare parts or repair Appliance for storage (refrigerator) or Service Ticket demonstration (mini-grill) does not work Add Pictures or Other Attachments to the Visit To add additional documents or pictures as part of this visit, add them in the visit under Attachments . Leave and Check Out After you have wrapped up your visit with the customer and entered all the information you wanted to record for the Check Out . visit, choose Checking out automatically sets the status of the visit to . Completed To edit the visit after you have checked out, set the status back to In Process and then make your changes. 3.10.4 Routes You can plan a group of visits in a route, which is a collection of visits in a logical sequence. When you are happy with the visit sequence and timing, you can generate all the visits at the same time. You can also define route templates for routes that are repeated often, or for routes that are specific to a certain group of customers or sales- or service representatives. You can then use these templates to create routes, saving you time and ensuring accuracy and consistency. As of February 2015, the routes feature replaces the tours feature. If you have used tours in the past, we recommend that you use routes for grouping and generating visits in the future. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 107 Sales Features

108 Tasks Create a route Decision Point ● Why create a route? If you think you’ll use this group of visits only once, create a route. ● Why create a route template? If this group of visits will be used multiple times by you or by other colleagues, you can save time by creating a route template first, from which you create routes as soon as you know the start dates. 1. Visits Under Routes , choose New . 2. In the field, select Route . Type 3. Enter the details for this route and save your entries. You are the owner by default. If you would like to assign this group of visits to another user, you can do so by entering that person as the owner. More Details , where you can make the following settings: 4. Open the route and go to ● Start time, average prep time, average visit duration If you make entries here, the system can pre-calculate these times for you as you add each visit. ● Automatic rescheduling If you use automatic rescheduling, when you add or move visits within the route, subsequent visits are rescheduled automatically. ● Days on which you don’t plan to conduct visits 5. Go to Overview and add visits. Remember to organize the visits in the sequence you plan to conduct them. 6. When you are happy with the visits and their sequence, save your changes. 7. Actions Activate . Activate the route by choosing When you activate a route, the system checks for conflicts, such as visits scheduled outside an Actions Check account's visiting hours. You can also trigger this check manually with Route . 8. Generate the visits in this route by choosing Actions Generate Visits . When you generate visits, since you organized the route, your name also appears as the organizer for all visits included in the route. There is a background job that runs every eight minutes to generate visits. When the background job is complete, the processing status of the route is set to complete. At that point, in the route, you will see links appear for each visit that was generated. The person you designated as the owner can also see the route and the visits when they log on. SAP Cloud for Customer 108 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

109 Create a route from a template Prerequisites There is an active route template available. You can create a template for a group of visits that are repeated periodically. For more information, see . section Create a route template 1. Create Route from Template Open the active route template and choose . Actions . 2. Enter information in the route as described in section Create a route Create a route template Decision Point ● Why create a route? If you think you’ll use this group of visits only once, create a route. ● Why create a route template? If this group of visits will be used multiple times by you or by other colleagues, you can save time by creating a route template first, from which you create routes as soon as you know the start dates. 1. Visits Routes Under New . , choose 2. In the Type field, select Template . 3. Enter the details for this template and save your entries. If you define a sales territory, employees assigned to that territory can see and edit this template, as well as use it to generate routes. Any notes that you add to a template appear in each route that is generated from this template. More Details 4. Open the template and go to , where you can make the following settings: ● Start time, average prep time, average visit duration If you make entries here, the system can pre-calculate these times for you as you add them. ● Automatic rescheduling If you use automatic rescheduling, when you add or move visits within the route, subsequent visits are rescheduled automatically. Involved Parties , you can define the owner, organizer, and assign this template to sales employees. 5. Under Employees listed here can see and edit this template, as well as use it to generate routes. 6. Under Attachments , add any documents that might be useful for these visits. Any attachments you add to a template appear in each route that is generated from this template. 7. Go to Overview and add visits. Remember to organize the visits in the sequence you plan to conduct them. Since this is a template, you cannot enter actual dates. You simply enter the visits you want to make on day one, day two, and so on. 8. When you are happy with the visits and their sequence, save your changes and activate the template by Actions Activate . choosing 9. You can now use this template to create similar routes in the future. For more information, see section Create a route from a template . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 109 Sales Features

110 3.10.5 Tours If you are assigned to a role with the proper authorization, you can create a tour, which includes multiple visits in sequence. Tours are useful if you want to plan the sequence and timing of multiple visits in one day, one week, or even an entire month. Tasks Create a tour 1. Visits Tours , choose New . Under 2. Enter the necessary information to define the tour. Add visits to tours You can add any visit in the system to a tour. However, it is only possible for a visit to belong to one tour. 1. From the tab, select the visits you want to add to a tour. Visits Add to New Tour 2. Choose either Add to Existing Tour . or The existing visits that you selected appear in the tour. For completed visits, only the name and account are copied for each visit. The start date and end date are copied from the tour. You must add other details manually. Create a new visit and add it to a tour 1. . New Open your tour and choose 2. Enter the information for the visit and save it. The visit is created in the system and added to the tour. Change the sequence of visits within a tour To change the sequence of a visit, open the visit and change the date or time. The next time you open the tour, the sequence of the visits has adjusted accordingly. Edit visits within a tour To edit tours within visits, simply open the visit. The visit details appear, where you can use the standard editing features to make any changes. Activate a tour When you activate a tour, you can no longer change it. When you activate a tour, the name of the tour owner overwrites any previous names in the Owner field. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 110 Sales Features

111 1. Open your tour. 2. Actions Set as Active . Choose See Also [page 104] Visits 3.11 Sales Quotes 3.11.1 VIDEO: Creating Sales Quotes Video Creating Sales Quotes (4m 21s) Find out how to create a sales quote. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 3.11.2 Creating and Processing Sales Quotes A competitive and successful sales professional knows the benefits of an effective quote management system. You can enter the desired products and submit the quote to the customer. , or follow the steps below. For more information, watch the video Creating Sales Quotes Business Background Sales Quote Processing Sales quote processing is used to offer products to customers according to specific terms with fixed conditions. The seller is bound by the sales quote for a specific period of time. The sales quote is usually created by a sales representative of the company. The system supports pricing capabilities. For more information, see Sales Quote Processing [page 117] . Product Lists with Accounts as Proposal in the Sales Quotes With product lists, you can combine a set of products associated with an account. When you create a sales quote for an account that has an associated product list, the product list will appear at the end of the form after you choose New . SAP Cloud for Customer 111 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Sales Features

112 To create a product list, enable in the Product Lists Products work center. There you then can create a view in the list, and use it in your quote when the list is activated. For more information, see Creating and Maintaining Product Lists. Approval for Sales Quotes For more information, see Enabling Approval Processes. Pricing Pricing is based on price master data such as price lists and discount lists, which are used to automatically calculate pricing within all business documents. A predefined pricing procedure is used to determine the net value the customer has to pay for certain products to be received on a certain day at a certain place. The pricing procedure consists of price components, such as list price, discounts, surcharges, freights, and costs. The order of these price components is essential for the calculation of the total value. [page 319] . For more information, see Pricing Party Processing . [page 322] Party Processing For more information, see Document Type 'Sales Order Request' For the sales quotes you can create of course your own document types. But in the standard you can select Sales Quote and in case you are working with visits you can also select Sales Order Request . With the sales order request the output management for the sales quote is deactivated because in the visit scenario you should get the approval for the quote by the customer directly in the office or store. A sales order request therefore has also no validity. Integration with External Systems When you create a sales quote in your system and you have a connection to an external system, such as SAP CRM and SAP ERP, a request can be triggered to the external system to create a sales order request. Once the sales order gets created in the external system, sales order request and sales order documents can be captured in your system. External Pricing with Free Goods, Product Availability, and Credit Status When you have enabled the external pricing in your system you will retrieve for a specific sales quote document type from the external system: ● Complete pricing information including tax and gross and net values ● Free goods determination ● Product availability check ● Credit status Prerequisite is that you enabled the external pricing for the document type and for the pricing itself aligned the pricing texts (conditions and subtotal descriptions) in the business configuration. If everything is setup correctly, you create your quote, request the pricing from the external system (click ). The external system then simulates a complete document, and you will Actions Request External Pricing get back the results in your quote and the following fields appear: ● Pricing: Pricing Status and Pricing Procedure ● Free goods appear as read-only items with reference to the corresponding line item under Products SAP Cloud for Customer 112 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

113 If you change a product or the product quantity the free goods items disappear and will be recalculated with the next external pricing request. ● Product availability check: ATP Delivery . These fields are also colored based on the available ATP Quantity and quantity that can be delivered: ○ Green: The offered quantity can also be delivered. ○ Yellow: The available quantity by the requested date is less then the offered quantity. ○ Red: The offered product can’t be delivered to the requested date. The product availability is also checked for the free goods items. ● Credit Status on the document header. If the product is out-of-stock or discontinued, a substitute product and its pricing details are retrieved. The substitute for a product is defined in the ERP system. The item now displays both the substituted product and the original product (field is hidden by default on the view). Please keep the following facts in mind, when you work with external pricing: ● Your system is connected directly with the external system. ● When you requested pricing the found pricing conditions are shown in your sales quote. The external system controls whether an existing price component can be changed or deleted as well as whether it’s allowed to add a new price component. Only manually added price components can be deleted. ● The pricing status is only reset when you change standard fields. In case you change only extension fields the update must be triggered separately using a PDI implementation. ● When you copy a quote only the manually changed conditions are copied. ● You can submit a quote only when a quote is calculated successfully. The to be printed pricing conditions are determined by the external system based on the settings in your pricing schema. ● When you request pricing and the external system raises error messages, the messages are shown in your system but aren't saved. If you reopen a quote which is calculated with errors you have to request pricing again to see the error messages. ● When you use campaign and contract determination in the external system, the determination results for the simulated document must be unique during the simulation. Otherwise you will get errors in the price determination. ● Please prevent that in the external system additional document items are added during the simulation. This can makes the pricing result in your quote inconsistent, because your system can't add the items. Follow-up Documents If you have an integration with an external system, where you, for example, process your sales orders, you can then Sales Documents External Follow- capture the references to the follow-up documents in the sales quote under Up Documents . Tasks Creating a Sales Quote 1. You create a sales quote using the New Sales Quote tool which you can access from the following locations in the system: ● From the toolbar, click New Sales Quote . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 113 Sales Features

114 ● Under Sales Sales Quotes click New . ● You can also copy an existing sales quote by opening a quote and choosing Copy . The Actions whole content then is copied and you can adapt it to your needs. 2. Enter the account, date, and owner. 3. Actions under Add from List To add products from a Product List for the entered account choose Products . Enter the quantities for the products you want to use and then save your entries. Open and products without any entered quantities won't be taken over. The sales quote is created with status 4. Open the newly created sales quote and enter or change at least the product the customer requested the quote for. 5. Actions Submit to trigger further processing, for example, sending it using Save your entries and click fax or e-mail, or printing it for sending it by normal mail. In case an approval is required for the quote, the output starts as soon as the approval is given. Editing a Sales Quote 1. Sales Sales Quotes . Open a sales quote you want to update under ● On the Overview tab you see the latest changes of the quote, the products, and involved parties. ● On the Products tab you can add or delete products, enter external and internal notes concerning the product, and add attachments. You can view and change the internal and external notes for the sales quote and the products: The Internal Note is only stored with the document and the is also forwarded to the customer and External Note forwarded to the external system, in case of an external integration. In case you use an integration with an external system to calculate the prices for the products you can Actions . The fields Pricing Request Pricing get the prices for the products entered by clicking and Pricing Procedure will then inform you about the current status of the request. Status ● When you copy a line item also the notes and attachments are copied too. ● . Actions Add from List You can also add products from product list: Click ● On the Involved Parties tab you can add or delete parties and contacts. Here you can also select other addresses that you entered in the master data. ● On the Document Flow tab you see all preceding and all follow-up documents for this quote. ● On the tab you get an overview about the related sales quotes and the sales order Sales Documents requests and sales orders processed in the ERP system. ● Attachments On the tab you can add attachments, for example, local files, web links, and links to Library content. Here you find also the customer's signature of the quote done on an iPad in case the customer accepted the quote directly during a visit and signed it on the iPad. Please be aware that this is not a legally binding signature. ● On the Approval tab you can enter additional information for the approver and the approver can add also comments. ● On the Activities tab you have an overview about the activities and you can add appointments, tasks, and phone calls. Here you see also the e-mails related to this quote and you can add tasks from the determined activity plans. SAP Cloud for Customer 114 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

115 ● On the tab you can see the output history and the sent out documents as PDF files. Here you can Output Resubmit . also trigger the sending of a document again by clicking ● On the tab you can see major updates concerning the quote. For more information, see About the Feed Feed [page 21] . ● tab you can follow-up on all changes made in the document. On the Changes ● Tickets tab you can find all related tickets for this sales quote and you can create tickets based On the on the quote. ● On the Surveys you can add and edit surveys from the determined activity plans to the document. 2. Save your changes. Tracking Changes On the Changes tab of a sales quote you can see all changes made in the quote, but you can also filter for a specific time period. In the list you then see the originating and the new value after the change. Structuring and Renumbering Products Before you can structure your sales quote you must personalize the Products tab. For this open the sales quote, go Products tab, click Personalize at the upper right of the screen and choose This Screen , select to the under Products Sections: . Then select the Parent Line field, save your changes and close the Personalize pane. 1. You can structure the entered products with text lines. To do so, add lines with only a description on the Product tab. 2. Then enter the line number of the created text line as Parent Line to the corresponding product line. 3. Renumber and save your changes. Actions To rearrange your product list click ● You can cascade several text lines, but you cannot use a product line as structuring element. ● On text line level you can add more text to describe this part and add attachments. Triggering Approval and Output 1. to trigger the approval check and the output Actions Submit After you have created a sales quote click of the sales quote. 2. The system then checks whether an approval is required for the quote, and in case it is required the necessary notifications are generated for the responsible employees. 3. Only after the approval is given or is not necessary the output of the sales quote is generated by the system . Actions Edit Output Settings according the output settings which can be viewed and edited under 4. The document then is either sent to the local printer or sent to the customer as e-mail. You can also add manually an approver as alternative approver to your quotes. The only prerequisite is that you activated the role Approver it in the Involved Parties activity in the fine-tune activity for Sales Quotes . Changing the Output Language You can change the output language of a quote by changing the selection in the Language field. By default it is set by the account master data. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 115 Sales Features

116 ● If you change the language after you entered already some items the description of these items aren't translated automatically. ● Please keep in mind that you can print forms only in languages for which you have a translated form template. Previewing a Sales Quote 1. Open the sales quote. 2. Actions Preview . Choose A new window opens with the quote as PDF document. Creating a Follow-Up Sales Quote tab. 1. In the sales quote where you want to create a follow-up quote from select the Sales Documents click Sales Quotes . 2. Under New The data from the current quote is copied into the quick activity form. 3. Save Save and Open . Adapt the entries and select The system copies the whole quote including the products into a new document and opens it. Sales Documents . In the old quote you can find the new quote now under 4. Now you can work with the new sales quote. Creating a Follow-Up Ticket 1. To create a follow-up ticket from a sales quote, open the corresponding quote and go to the Tickets tab. New to create a ticket with reference to the corresponding sales quote. 2. Then click 3. Enter the required data and save your ticket. Deleting a Sales Quote 1. Sales Sales Quote and select the line of sales quote you want to delete. Choose 2. Click the Delete Actions column. icon in the The sales quote is deleted in the system. Quotes that have been submitted to a customer cannot be deleted, but can be cancelled. Cancelling a Sales Quote or a Single Item 1. Sales and open quote you want to cancel. Sales Quote Choose 2. To cancel the entire sales quote, choose a Reason for Rejection and save your changes. The system sets the quote to Lost and the status to Completed . 3. To cancel the a single item choose on the tab for the corresponding line item a Reason for Products Rejection (hidden field in standard) and save your changes. The system sets the status to In Process . Creating Sales Orders in an External System In case your system is conducted with an external system, such as SAP ERP, you can create sales orders in the external system that are replicated from sales quotes in your system. The corresponding sales quote must be at least consistent and must have at least one product. SAP Cloud for Customer 116 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

117 1. To replicate a sales quote to a sales order in the external system select the sales quote and click Actions Create Follow-Up Document . This action will only be enabled after a quote has been submitted and approved. 2. Save your changes. The quote has been replicated into the external system as inquiry with reference to the sales quote. You can find the references to the business documents, such as sales order requests and orders, created in Sales Documents tab under External Follow-Up Documents the ERP system on the . ● If a sale quote is changed after replication, the changes are not forwarded to the external system after the replication. ● If you use incoterms in sales quotes of your system make sure that you decided in the configuration Customers: Incoterms for SAP ERP under whether the location for the corresponding incoterms is Incoterms or both, Incoterms and mandatory or not. As result of your decision either only the field , must be filled in the sales quote before forwarding the quote to SAP ERP. Incoterms Location 3.11.3 Sales Quote Processing Overview Sales quote processing is used to offer products to customers according to specific terms with fixed conditions. The seller is bound by the sales quote for a specific period of time. The sales quote is usually created by a sales representative of the company. The system supports pricing capabilities. Features ● You can create and edit notification rules for the handling of sales quotes in the Administrator work center . For more information, see Notification Rules Quick Guide. Workflow Notification Rules. under ● Directly accepted sales quote: If you don't need the acceptance by the customer afterwards you can prevent this by streamlining your processing and prevent the whole output management after the quote was submitted. For more information see Configuring Sales Quotes. Process Flow The following steps explain the typical process flow for sales quote processing. During this process, you access the Sales work center. 1. The sales representative creates a sales quote and enters first the account, and the products to be offered. 2. The system uses details such as account, products, and date to calculate net value. The sales representative can overwrite the automatically-determined prices and discounts or add further discounts and surcharges. 3. Optionally, the sales quote may need to be approved according your approval processes, if certain thresholds have been exceeded such as total net value or total given discounts. For more information about approval processes, see Enabling Approval Processes. Submit action according to the output settings. 4. The sales quote is sent to the customer through the 5. If the account accepts the sales quote, it can be set to Won and the status changes to Completed . With an external integration, such as SAP ERP, you can also transfer the sales quote into a sales order in the external . Action Create Sales Order system through SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 117 Sales Features

118 See Also Start Here for SAP Cloud for Sales 3.12 Sales Orders 3.12.1 Creating and Processing Sales Orders About this document Sales orders can be created and processed in Cloud for Customer. You can synchronize these sales orders with the external system to update them with the pricing and other product details. Business Background Order History A detailed order history is displayed in the launch screen for sales orders. You can use the standard features for search, advanced search, sort and filter to organize display of the sales orders. Simulate simulate feature in sales order to simulate the order in the external system. Note that before the You can use the simulation is triggered, total pricing details are not available and the pricing status of the sales order is set to Not Calculated . Simulate fetches the pricing and other product details from the external system. After simulation is complete, the net price is updated in the sales order header and the pricing status is set appropriately (for example, the pricing status is set to Calculated Successfully or Calculated with Errors ). The total price component details will be updated in the Products tab screen. Once you simulate the order, the pricing status is set appropriately. You can modify the details after simulating the sales order. Note that though the pricing status remains unchanged, the Actions Transfer is disabled if you modify the order after simulate. You will need to simulate again to be able to transfer the order to external ERP system. Party Processing A set of pre-delivered party roles similar to sales quote are delivered in the standard solution. For more information, see Party Processing. Document Types You can create own document types specific for sales orders and use them to create new sales orders. SAP Cloud for Customer 118 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

119 Integration with External Systems Only integration with SAP ERP is supported in the current release. If a connection has been established with an on-premise ERP system, then the sales orders that you create will be replicated in the external ERP system. Note that Transfer is possible only if the pricing status is set to . Therefore, you can transfer only after you have completed the simulation. The Calculated Successfully following data is exchanged between the two systems: ● From Cloud for Customer: ○ Account and description for the account ○ Document type ○ Notes ○ Involved parties ● From External System: ○ External reference data ( External ID or sales order ID in the external system, External Reference and Description ) ○ Ext. Overall Status , Cancellation Status All header statuses for the sales order including Credit Status . and Blocked Status An order can be cancelled only if has not yet been transferred to the external system. ○ Rejection Status for product line items ○ Involved Parties ○ ATP quantity (available quantity as confirmed from external system) and (scheduled ATP Delivery delivery date confirmed from external system) ○ External notes created in the external system. Copy Sales Order You can create a new sales order in your system by copying an existing sales order. Note that you can only copy sales orders created in Cloud for Customer that are not yet transferred to the external system. All data from the existing sales order is replicated to the copy that is created. You can modify this data for the new sales order. Note that pricing details are not copied. You must simulate the order to fetch the price component details from the external system. Tasks Creating a Sales Order 1. New Sales Order tool which you can access under Sales You create a sales order using the Sales Orders and click New . The sales order quick create screen appears. You can also copy an existing sales order by opening an order and choosing Actions Copy 2. Select the Account and Ship-To for the new order. , Document Type Add in the quick create screen and select the products from the product list or add 3. To add products, click on products using the product master list. Similarly, you can also add products after creating the sales order Add in the Products tab screen. using the SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 119 Sales Features

120 4. Save the quick create details to create the new sales order. 5. Open the newly created sales order and enter or change the products that the customer has requested for. 6. Save your entries and click Simulate to synchronize the order with the external ERP system. Actions After the sales order is simulated, you will see that the order in your system is updated with the following details: ● Pricing status updated appropriately from Not Calculated (for example the pricing status is set to, Successfully Calculated or Calculated with Errors ). If you modify a sales order after simulation, you will Simulate again in order to be able to transfer the order to the external system. need to run ● Total price component information including prices, quantity and unit of measure for each of the line Products items is populated in the tables in the tab screen 7. Use Actions -> Transfer to transfer the sales order to the external system. Note that transfer is allowed only if the pricing status is set to Calculated Successfully . Following details are updated after the order is transferred back from external system: ● External reference data ( External ID or sales order ID in the external system, External Reference and Description ) ● All header statuses for the sales order including Ext. Overall Status Credit Status , Cancellation Status , Blocked Status and . An order can be cancelled only if it has not yet been transferred to the external system. ● for product line items Rejection Status ● Involved Parties ● ATP quantity (available quantity as confirmed from external system) and ATP Delivery (scheduled delivery date confirmed from external system) ● External notes created in the external system. See Also 3.13 E-Mail 3.13.1 Working from Microsoft Outlook® for Sales Users The SAP Cloud for Customer Add-In for Microsoft Outlook allows you to exchange information between Microsoft Outlook and SAP Cloud for Customer. After installing the add-in, you can do the tasks listed below right from Microsoft Outlook. Microsoft Outlook integration supports Microsoft Outlook 2007, Microsoft Outlook 2010, and Microsoft Outlook 2013. Prerequisites You have installed the SAP Cloud for Customer Add-In for Microsoft Outlook locally on your computer and made the [page 38] . appropriate settings. For more information, see Setting Up the Add-In for Microsoft Outlook® SAP Cloud for Customer 120 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

121 Tasks ® with SAP Cloud for Service, see Working from Microsoft Outlook® for If you want to use Microsoft Outlook [page 214] Service Users . Logging On to SAP Cloud for Customer From Microsoft Outlook If your administrator has set up single sign-on (SSO), you are logged on automatically and the SAP Cloud for Customer sidebar appears. If you don't see the SAP Cloud for Customer sidebar in Microsoft Outlook, log on as follows: 1. In Microsoft Outlook, under SAP Cloud for Customer, click the button to log on to SAP Cloud for Customer. 2. In the dialog box that appears, select the row displaying the system where your SAP Cloud for Customer OK . system is located and choose The logon is certificate-based and runs automatically in the background. Your Microsoft Outlook is now connected with the SAP Cloud for Customer system that you selected. 3. If there is a problem with the certificate for your user, or if you are not working with certificates, a dialog box appears, where you can enter your user ID and password. SAP System field, leaving out the path or directory information at the end of the URL. Enter your URL in the For example, you log on with URL , and not http://Test.sap.corp: http://Test.sap.corp:7000 7000/irj/portal . You can confirm that you have logged on to the system by checking the title of the button that you used to log on. If the text has switched to Log Off , you have logged on successfully. When you are working offline and cannot log on to the system, any changes to relevant e-mails, appointments, and tasks, or new items for synchronization to SAP Cloud for Customer are kept in a pool in Microsoft Outlook. Actual synchronization of these items occurs automatically as soon as you log on to SAP Cloud for Customer using the add-in. If you are logged on to SAP Cloud for Customer with the add-in for many hours without any action, you may receive an authorization error when trying to use a Microsoft Outlook integration function. In this case, your user cookies may have expired. Simply log off and log on again. Synchronization of Contacts, Accounts and Individual Customers To ensure that your contacts appear in Microsoft Outlook and are synchronized in the future, we recommend that you add them to your Microsoft Outlook. For more information, see section Adding Contacts from SAP Cloud for Customer into Microsoft Outlook . Viewing SAP Cloud for Customer Information When you select an e-mail from an SAP Cloud for Customer contact, information related to that contact and account appears in the side pane. You can access contact and account information, as well as related opportunities, leads, and activities for the current week, and you can personalize how you would like to view the content. From the side pane, you can do the following: ● Search SAP Cloud for Customer for active contacts and accounts. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 121 Sales Features

122 Accounts or contacts with non-active statuses, such as obsolete, blocked, or in preparation, do not appear in Microsoft Outlook, but they are still in the system. ● View information for a contact and the corresponding account by selecting an e-mail from an SAP Cloud for Customer contact. ● Opportunities , Leads Recent Activities for an SAP Cloud for Customer contact, right mouse Within the list of , or click to select the information for each that you want to view. ● Feed to view, post, or comment on feed updates. Select ● Select to view your flagged and favorite items. Shelf Items listed throughout the side pane are hyperlinks. Click an item name to open that item in SAP Cloud for Customer. Pinning Contact Information in the Side Pane When you select an e-mail in your inbox from an SAP Cloud for Customer contact, the information for that contact appears in the side pane. Selecting a message from a different SAP Cloud for Customer contact updates the information in the side pane. If you want the information for a specific contact to remain available in the side pane, do the following: 1. Click the pin icon at the top of the side pane to keep this contact information available while you select other e-mail messages. 2. Click the pin icon again to allow the side pane to dynamically update contact information based on the currently selected message. Adding E-Mails for Synchronization If you have contact information showing in the SAP Cloud for Customer side pane, you can associate an e-mail with an opportunity, lead, sales quote, or account listed under that contact simply by using drag and drop. The e-mail is associated automatically with the lead, opportunity, sales quote, or account in the system. If you wish to add an e-mail for synchronization and do not have relevant contact information visible in the side pane, proceed as follows: SAP Cloud for Customer , choose Add E-Mail 1. In Microsoft Outlook, open an existing e-mail, and under . You can add one or more e-mails directly, without opening them, by right-clicking on them in your inbox, and choosing Add E-Mail . When you create a new e-mail, you can synchronize and send it by choosing Send and Add E-Mail . This step combines the synchronize and send steps, saving you time. 2. Add a reference to an account, if desired. 3. Choose Submit . An e-mail activity is created in SAP Cloud for Customer, based on information in the Microsoft Outlook e-mail. It is not possible to create an e-mail in SAP Cloud for Customer. All new e-mails must be created in Microsoft Outlook directly, and synchronized with SAP Cloud for Customer. SAP Cloud for Customer 122 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

123 Adding Appointments for Synchronization If you have contact information showing in the SAP Cloud for Customer side pane, you can associate an appointment with an opportunity, lead, or account listed under that contact simply by using drag and drop. The appointment is associated automatically with the lead, opportunity, or account. If you wish to add an appointment for synchronization and do not have relevant contact information visible in the side pane, proceed as follows: You can only synchronize appointments for which you are the organizer. If you are a participant, you receive any updates from the organizer's Outlook appointment. 1. , choose In your calendar in Microsoft Outlook, open an appointment and under SAP Cloud for Customer Add . Appointment You can add an appointment directly, without opening it, by right-clicking on the appointment in your calendar, and choosing . Add Appointment When you create a new appointment, you can synchronize it and send it by choosing Save, Send, . This step combines multiple steps, saving you time. and Sync Appointment 2. Add a reference to an account, if desired. 3. Choose . Submit An appointment activity is created in SAP Cloud for Customer, based on the information in the Microsoft Outlook appointment. You can open, create, or edit an appointment in SAP Cloud for Customer as well. For more information, see Activities [page 35] . To synchronize any future changes to the appointment in SAP Cloud for Customer or in Microsoft Outlook, repeat the steps above. It is not possible to synchronize recurring appointments. If you add or change attendees in an SAP Cloud for Customer appointment, you can send the meeting request as follows: 1. Ensure that the appointment is synchronized, by repeating the steps above. 2. Open the appointment in Microsoft Outlook and send the meeting request. Adding Tasks for Synchronization If you have contact information showing in the SAP Cloud for Customer side pane, you can associate a task with an opportunity, lead, or account listed under that contact simply by using drag and drop. The task is associated automatically with the lead, opportunity, or account. If you wish to add a task for synchronization and do not have relevant contact information visible in the side pane, proceed as follows: 1. SAP Cloud for Customer Add Task . To-Do List and choose In Microsoft Outlook, open a task in your SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 123 Sales Features

124 In the task details, if you enter a name in the Company Name field, it is used as the account name in the system. Simlarly, if you create a task in the system and synchronize it to Microsoft Outlook, the account name appears in the task details as the company name. 2. Add an account as a reference, if desired. . 3. Choose Submit A task activity is created in SAP Cloud for Customer, based on information in the Microsoft Outlook task. You can open, create, or edit a task in SAP Cloud for Customer as well. For more information, see Activities [page 35] . Future tasks and tasks within the last 30 days are sychronized and appear in Microsoft Outlook. Tasks older than 30 days are no longer synchronized. If you change a task in SAP Cloud for Customer, the changes are automatically synchronized to Microsoft Outlook within five minutes. However, there is no automatic synchronization if you change a task in Microsoft Outlook that has already been synchronized. In this case, open the task in Microsoft Outlook, make your Add Task to trigger synchronization to SAP Cloud for Customer. changes, and then choose Adding Appointments, Tasks, and E-Mails with Reference You can add e-mails, appointments, and tasks with reference to any of your SAP Cloud for Customer accounts, opportunities, or leads. In the steps listed below, an e-mail activity is used as an example, but the steps are similar for all activity types. If you have contact information showing in the SAP Cloud for Customer side pane, you can associate an e- mail, appointment, or task to an opportunity, lead, or account listed under that contact simply by using drag and drop. The activity is associated automatically with the lead, opportunity, or account. If you wish to add an e-mail, appointment, or task for synchronization and do not have relevant contact information visible in the side pane, proceed as follows: reference to an account or campaign To add an activity with , proceed as follows: 1. In Microsoft Outlook, to synchronize an e-mail to SAP Cloud for Customer, open an e-mail and under SAP Cloud for Customer , choose Add E-Mail . 2. . Add Reference Account or Add Reference Campaign Choose You can also search for another account and add the e-mail with that account as a reference. 3. An e-mail activity is created automatically in SAP Cloud for Customer under the account that you chose. To add an activity with , proceed as follows: reference to an opportunity or lead To add a reference to an opportunity or lead, you must first add a reference to an account. SAP 1. In Microsoft Outlook, to synchronize an e-mail to SAP Cloud for Customer, open an e-mail and under , choose Add E-Mail . Cloud for Customer 2. . Add Reference Account Choose 3. Add a reference to an opportunity or lead. When you search for the opportunity or lead, the results list displays the opportunities or leads that are associated with the referenced account. 4. Select the relevant item from the resulting list. SAP Cloud for Customer 124 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

125 5. The e-mail is copied automatically into SAP Cloud for Customer and appears in the opportunity or lead that you selected. You can also drag individual e-mails, appointments, or tasks and drop them on an account, lead, or opportunity saved in your shelf to associate the items. Displaying Synchronized Appointments, Tasks, or E-Mails in SAP Cloud for Customer . 1. In SAP Cloud for Customer, go to Activities , Tasks 2. Choose the E-Mails subview. Appointments , or The appointment, task, or e-mail that you synchronized from Microsoft Outlook appears in SAP Cloud for Customer in the tab. Activities If you added an account, opportunity, contact, or lead as a reference, it also appears in the item view for that item. Cancelling Appointments You can only synchronize appointments for which you are the organizer. If you are a participant, you receive any updates from the organizer's Outlook appointment. Unlike deleted appointments, canceled appointments still appear in the system, which means you can use them to track appointments that were originally scheduled but not completed. When you cancel your appointment in the system, it is synchronized with Outlook as described in section Adding Appointments for Synchronization . Following synchronization, in Outlook, cancellations are sent to the participants and the meeting is deleted from Outlook. You can only cancel appointments from the system. If you delete an appointment from Outlook, after synchronization, it appears in the system as deleted. Deleting Appointments or Tasks In the steps listed below, an appointment is used as an example, but the steps are similar for both appointments and tasks. 1. In Microsoft Outlook, open the appointment you want to delete. You can only synchronize appointments for which you are the organizer. If you are a participant, you receive any updates from the organizer's Outlook appointment. 2. Choose SAP Cloud for Customer Delete Appointment . You can only delete appointments or tasks that have been synchronized. For appointments and tasks that were previously synchronized, the deletion is synchronized in both Microsoft Outlook and SAP Cloud for Customer. Creating Accounts and Contacts 1. In Microsoft Outlook, go to the contacts view. 2. In the navigation pane under My Contacts , choose the SAP Cloud for Customer folder for contacts. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 125 Sales Features

126 3. Choose New Contact . 4. Enter the information for the contact person. 5. As you enter a new contact, you can check for duplicates. If a contact with a similar name, e-mail, or address is found in your system, you can download it into Outlook. , choose . In the screen that appears, search for and select an 6. Under SAP Cloud for Customer Add Contact existing account. 7. If the account that you need does not exist, create a new account by entering information in the required fields. 8. Assign the account to the contact and save your entries. Accounts created directly in the Accounts from SAP Cloud for Customer folder cannot be synchronized. Accounts can only be created from the contact area. However, once the account is created in the system, after the next synchronization, it appears in the accounts folder. To synchronize this contact and its associated account with SAP Cloud for Customer, choose Add . Submit Contact The user who creates and synchronizes a new account from Microsoft Outlook is automatically the owner for that account. The ability to create and synchronize accounts and contacts depends on your system authorizations, as well as your synchronization settings. If you have any questions or difficulties, contact your administrator. Adding Contacts from SAP Cloud for Customer into Microsoft Outlook To download all your contacts from the system to Microsoft Outlook at once, in the SAP Cloud for Customer Add- In toolbar, choose Settings , make the appropriate selections for initial synchronization, and choose Download Contacts . To download individual contacts, do as follows: 1. In Microsoft Outlook, on the side pane, on the Contacts tab, search for a contact SAP Cloud for Customer name. A list of contacts found in SAP Cloud for Customer appears in the side pane. 2. Select the contact that you want to add to your contacts in Microsoft Outlook and choose Click to Save Contact . The contact information is transferred from SAP Cloud for Customer and appears in your contacts in Microsoft Outlook. Working with Feed Updates If you enable SAP Jam in SAP Cloud for Customer, the feed tab in the Microsoft Outlook side pane displays the last feeds before you switched to SAP Jam. It is not possible to see feed posts from SAP Jam in the side pane at this time. Feed in the side pane, where you can do the following: 1. Select ● Display the feed updates that are in SAP Cloud for Customer for the relevant contact and account. ● Enter a new feed update just like you would in SAP Cloud for Customer. Feed updates are synchronized automatically, so your feed update also appears in SAP Cloud for Customer. SAP Cloud for Customer 126 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

127 A feed update entered for an account references the account, and a feed update entered for a contact references the contact, similar to entering a feed update in the account or contact item view. ● Enter comments on a feed update. ● Repost a feed update. ● Accept or decline a follow request. ● Click a link to go to SAP Cloud for Customer. Displaying Synchronization Details for an Item 1. Open the item in Microsoft Outlook. Details — SAP Cloud for Customer 2. In the bottom frame of the item, in the section, click the link. Removing E-Mails from SAP Cloud for Customer You can remove an e-mail message from SAP Cloud for Customer (browser only) if you linked it to the SAP system originally. The e-mail is not deleted: it still exists in Microsoft Outlook. The link to that e-mail is simply removed from SAP Cloud for Customer. To remove e-mails from SAP Cloud for Customer, under Activities Remove . , hover over an e-mail and choose 3.13.2 Working from IBM Lotus Notes The SAP Cloud for Customer Add-In for IBM Lotus Notes® allows you to exchange information between IBM Lotus Notes and SAP Cloud for Customer. After installing the add-in, you can do the following tasks right from IBM Lotus Notes. IBM Lotus Notes integration supports IBM Lotus Notes 8.5.x. IBM Lotus Notes integration does not support business-to-consumer (B2C) service processes, such as those involving individual customers, in SAP Cloud for Social Engagement and SAP Cloud for Service. IBM Lotus Notes integration is supported for business-to-business (B2B) service processes, such as those involving accounts and contacts. Prerequisites ● IBM Lotus Notes has been installed, set up, and configured on your computer. ● To allow IBM Lotus Notes to accept plug-ins, you have added the following line to your plugin_customization.ini file: com.ibm.notes.branding/enable.update.ui=true If you are using the Microsoft Windows® 7 operating system, to avoid permission errors, run notepad as an administrator and edit the .ini file as follows: 1. Search programs and files for “notepad”. 2. When the notepad text editor appears, run it as administrator. 3. In notepad, open your IBM Lotus Notes .ini file, make the changes directly, and save. SAP Cloud for Customer 127 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Sales Features

128 Tasks Installing the Add-In for IBM Lotus Notes Each user who wants to use SAP Cloud for Customer functions from IBM Lotus Notes must install the add-in on his or her computer. To download the add-in, you must have administrative rights on the computer. To avoid compatibility issues with previous releases, make sure that you have installed the latest version of the add-in. 1. In SAP Cloud for Customer, choose Download . 2. Download the add-in for IBM Lotus Notes. The add-on for IBM Lotus Notes is a zip file. 3. Save the zip file locally. 4. In IBM Lotus Notes, go to the application install step and use the option to search for new features to install. 5. Add to the location of the zip file that you just downloaded. 6. Follow the on-screen instructions to complete the installation. 7. To activate the plug-in, restart IBM Lotus Notes. Making Settings for SAP Cloud for Customer Add-In for IBM Lotus Notes You can make the following settings for the SAP Cloud for Customer sidebar in IBM Lotus Notes: ● Synchronization ○ Enable automatic synchronization to exchange data from IBM Lotus Notes to SAP Cloud for Customer for the items listed in this section. ○ Set up the timing for synchronization. ● User interface settings Select the sections you want to see in the SAP Cloud for Customer sidebar. ● Advanced Configure the appearance of notifications. Logging On to SAP Cloud for Customer From IBM Lotus Notes 1. From the SAP Cloud for Customer sidebar in IBM Lotus Notes, enter your URL of the SAP system. Leave out the path or directory information at the end of the URL, and end the URL with .com . For example, you on log on with URL: http://Test.sap.com and not http://Test.sap.com:7000/ iri/portal . 2. Enter the user name and password. If you choose the options for remembering your password and automatic login, you will stay logged on automatically with the same user name and password in the system. Your IBM Lotus Notes is now connected with the SAP Cloud for Customer system that you selected. SAP Cloud for Customer 128 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

129 When you are working offline and cannot log on to the system, any changes to relevant e-mails, appointments, and tasks, or new items for synchronization to SAP Cloud for Customer are kept in a pool in IBM Lotus Notes. Actual synchronization of these items occurs automatically as soon as you log on to SAP Cloud for Customer using the add-in. If you are logged on to SAP Cloud for Customer with the add-in for many hours without any action, you may receive an authorization error when trying to use an IBM Lotus Notes integration function. In this case, your user cookies may have expired. Simply log off and log on again. Copying Contacts from SAP Cloud for Customer into IBM Lotus Notes You can either download all contacts from your SAP solution into Lotus Notes at once, or you can build your contacts in Lotus Notes as you work. ● To download all contacts at once, from the Options menu in the SAP Cloud for Customer sidebar, choose Initial Download . ● To build contacts in Lotus Notes as you work, you have the following options: ○ Automatic e-mail download When you select an e-mail in Lotus Notes, the add-in searches your SAP solution for a corresponding contact. If one is found, it is downloaded into your Lotus Notes contacts automatically. ○ Save Contact Use button Run a specific search in the sidebar, select a contact from the results, and choose Save Contact . Running Initial Synchronization for Contacts and Accounts The system synchronizes to and from IBM Lotus Notes any contacts that have been assigned to your accounts in the SAP Cloud for Customer system. To access an account's contacts, you must be on that account's team, or assigned as an owner. To synchronize all contacts and accounts from SAP Cloud for Customer to IBM Lotus Notes, proceed as follows: Prerequisite: In IBM Lotus Notes on the SAP Cloud for Customer sidebar, make the appropriate settings for contacts, appointments, and tasks. 1. Sync Now . SAP Cloud for Customer From IBM Lotus Notes, choose 2. A progress bar appears in the system tray area. 3. When the synchronization is complete, folders for accounts and contacts in SAP Cloud for Customer are available in the contacts within IBM Lotus Notes. The system synchronizes all of your accounts and contacts to IBM Lotus Notes and groups them into folders for SAP Cloud for Customer accounts and contacts. Any future changes to these contacts or accounts in SAP Cloud for Customer or in IBM Lotus Notes are handled as follows: ● Changes to contacts in IBM Lotus Notes are synchronized with SAP Cloud for Customer. To synchronize contacts, they must be assigned to an account. Although it is possible to delete a contact both in IBM Lotus Notes and in SAP Cloud for Customer, the deletion is not synchronized. If required, you must manually delete the contact in the opposite system. ● Changes to accounts must be made in SAP Cloud for Customer directly. During the next synchronization, these changes will be updated in IBM Lotus Notes. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 129 Sales Features

130 Viewing SAP Cloud for Customer Information When you select an e-mail from a person who is also listed as one of your contacts in SAP Cloud for Customer, information related to that contact and account appears in the sidebar. You can access contact and account information, as well as related opportunities, leads, and activities for the current week, and you can personalize how you would like to view the content. From the sidebar, you can search SAP Cloud for Customer contacts. ● To see information for a contact or account, select an e-mail from a person who is also listed as one of your contacts in SAP Cloud for Customer. ● Other information that may appear in the sidebar for contacts includes opportunities, leads, and recent activities. Any hyperlinks that appear in the sidebar are shortcuts to items in SAP Cloud for Customer. To open the item in SAP Cloud for Customer, click the link. Adding E-Mail for Synchronization In IBM Lotus Notes, if you have contact information showing in the SAP Cloud for Customer sidebar, you can simply use drag and drop to associate an e-mail with an opportunity, lead, or account listed in the SAP Cloud for Customer sidebar for that contact. If you wish to add an e-mail for synchronization and do not have relevant contact information visible in the sidebar, use the following procedure. 1. In IBM Lotus Notes, select an e-mail, right click it, and add the e-mail to SAP Cloud for Customer. 2. Add a reference to an account, opportunity, or lead. 3. Submit your changes. An e-mail activity is created in SAP Cloud for Customer, based on information in the IBM Lotus Notes e-mail. It is not possible to create an e-mail in SAP Customer. All new e-mails must be created in IBM Lotus Notes directly, and synchronized with SAP Cloud for Customer. Adding Appointments for Synchronization In IBM Lotus Notes, if you have contact information showing in the SAP Cloud for Customer sidebar, you can simply use drag and drop to associate an appointment with an opportunity, lead, or account listed under that contact. If you wish to add an appointment for synchronization and do not have relevant contact information visible in the sidebar, use the following procedure. 1. In your calendar in IBM Lotus Notes, select an appointment, right-click it, and add the appointment to SAP Cloud for Customer. 2. Add a reference to an account, opportunity, or lead. 3. Submit your changes. An appointment activity is created in SAP Cloud for Customer, based on the information in the IBM Lotus Notes appointment. You can open, create, or edit an appointment in SAP Cloud for Customer as well. For more information, see Activities [page 35]. To synchronize any future changes to the appointment in SAP Cloud for Customer or in IBM Lotus Notes, repeat the steps above. SAP Cloud for Customer 130 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

131 It is not possible to synchronize recurring appointments. If you maintain attendees in an SAP Cloud for Customer appointment, you can send the meeting request as follows: 1. Ensure that the appointment is synchronized by repeating the steps above. 2. Open the appointment in IBM Lotus Notes and send the meeting request. Adding Tasks for Synchronization In IBM Lotus Notes, if you have contact information showing in the SAP Cloud for Customer sidebar, you can simply use drag and drop to associate a task with an opportunity, lead, or account listed under that contact. If you wish to add a task for synchronization and do not have relevant contact information visible in the sidebar, use the following procedure. 1. In IBM Lotus Notes, select a task in your to-do list, right-click it, and add the task to SAP Cloud for Customer. 2. Add an account, opportunity, or lead as a reference. 3. Submit your changes. A task activity is created in SAP Cloud for Customer, based on information in the IBM Lotus Notes task. Activities You can open, create, or edit a task in SAP Cloud for Customer as well. For more information, see . [page 35] If you change a task, the changes are automatically synchronized to when you save your changes. Displaying Synchronized Appointments, Tasks, or E-Mails in SAP Cloud for Customer 1. In SAP Cloud for Customer, choose one of the following, depending on the activity: ● Activities Appointments ● Activities Tasks ● Activities E-Mails 2. The appointment, task, or e-mail that you synchronized from IBM Lotus Notes appears in SAP Cloud for Customer in the Activities view. If you added an account, opportunity, contact, or lead as a reference, it also appears in the item view for that item. Deleting Appointments or Tasks In the steps listed below, an appointment is used as an example, but the steps are similar for both appointments and tasks. 1. In IBM Lotus Notes, select the appointment or task that you want to delete. 2. Delete the appointment. For appointments and tasks that were previously synchronized, the deletion is synchronized in both IBM Lotus Notes and SAP Cloud for Customer. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 131 Sales Features

132 Creating Accounts or Contacts 1. In IBM Lotus Notes, under contacts, go to the SAP Cloud for Customer folder for contacts. 2. Create a new contact. 3. Enter the information for the contact person. 4. Save and close. Accounts can be only created directly in SAP Cloud for Customer. However, once the account is created in the SAP Cloud for Customer, after the next synchronization, it appears in IBM Lotus Notes in the SAP Cloud for Customer folder for accounts. The ability to synchronize accounts and contacts depends on your user authorizations, as well as your synchronization settings. If you have any questions or difficulties, contact your administrator. Editing Settings for Synchronization 1. To change the settings for your synchronization updates for accounts, contacts, tasks, and appointments from IBM Lotus Notes to SAP Cloud for Customer, do the following: ● In IBM Lotus Notes on the SAP Cloud for Customer sidebar, make the appropriate settings for contacts, appointments, and tasks. ● Enable automatic synchronization and define a time period. Removing E-Mails from SAP Cloud for Customer You can remove an e-mail message from SAP Cloud for Customer (browser only) if you linked it to the SAP system originally. The e-mail is not deleted; it still exists in its original e-mail system from which it was synchronized with the SAP system (IBM Lotus Notes or Microsoft Outlook). The link to that e-mail is simply removed from SAP Cloud for Customer. To remove e-mails from SAP Cloud for Customer, under Activities , hover on an e-mail and in the Actions column, choose Remove . Uninstalling the Add-In for Lotus Notes 1. To uninstall the SAP Cloud for Customer sidebar plug-in from IBM Lotus Notes sidebar plug-in, use the application management function within IBM Lotus Notes. 2. Find the SAP Cloud for Customer add-in feature. 3. Uninstall the add-in. 4. Restart IBM Lotus Notes. The SAP Cloud for Customer add-in no longer appears as a sidebar in IBM Lotus Notes. 3.13.3 VIDEO: IBM Lotus Notes® Settings and Features Video (4m 42s) IBM Lotus Notes® Settings and Features SAP Cloud for Customer 132 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

133 ® For IBM Lotus Notes users: The SAP Cloud for Customer Add-In for IBM Lotus Notes lets you see and use information from your SAP solution, right from your inbox. This video steps you through the recommended settings and the most useful features of the add-in. Check it out! that unless expressly stated You are entering a site that is not hosted by SAP. By using such links, YOU AGREE otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 3.14 Forecasts On the tab, sales representatives and sales managers can create forecasts in multiple dimensions — Forecasts including product and product category — on the basis of accounts, opportunities, employees and sales organizations. If Territory Management is active, then forecasts can also be created on the basis of territories. Like sales representatives and sales managers, administrators can also create forecasts, as summarized in the following table: Forecast Authorizations by Functional Role Functional Role Forecast Authorizations Sales Representative Sales representatives can create opportunity forecasts or product forecasts; for either forecast type, they can enter forecast data, select forecast dimensions and maintain forecast values at the selected dimension level. They can also submit forecasts of either type for aggregation into the forecasts of their managers, and adjust and re-submit any forecasts that their managers have identified to require revision. Sales Manager Sales managers can create, in addition to opportunity forecasts and product forecasts, opportunity aggregate forecasts and product aggregate forecasts. They can also return for revision forecasts that their sales representatives have submitted, and that require adjustment. By means of the forecasts their sales representatives have submitted, sales managers can create opportunity aggregate forecasts and product aggregate forecasts at selected forecast levels. Administrator Administrators can create forecasts for any other user in the system, although they can only create aggregate forecasts of either type for sales managers. Administrators can also modify any forecast that has been created by any sales representative or any sales manager. Sales representatives submit new forecasts to sales managers, who can request revised forecasts, if required. When the revised forecasts are complete, sales representatives can submit them to their managers anew. Version management enables sales representatives and sales managers to keep track of any revisions that have occurred in their respective forecasts. SAP Cloud for Customer 133 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Sales Features

134 Tasks Choosing Forecast Filters My Forecasts , and . You can modify the Forecasts are displayed in one of two standard filters: My Team's Forecasts . My Forecasts range of forecasts to display by selecting among these filters. The default filter is Displaying Forecasts and Forecast Data To display a forecast, rest the cursor on the Name of any forecast. In response, the system will display the forecast (and its details) in quick view. To display the data that is associated with a forecast, click on the icon that is displayed for the forecast in the Data column. In response, the system will open the forecast in Microsoft Excel ®, where the data associated with the forecast is displayed. Forecast data is displayed by means of Microsoft Excel. Therefore, if you wish to display forecast data, you are required to use Microsoft Excel. To use Microsoft Excel with your solution, ensure that the Add-In for Microsoft Excel® is correctly installed, as follows: Download , then download the 1. Choose . Add-In for Microsoft Excel® 2. Run the installation and setup wizards that appear. 3. Open Microsoft Excel, then ensure that the add-in is active. If needed, consult the documentation in Microsoft Excel for instructions on how to activate add-ins. 4. Ensure that your Web browser is set to prompt automatically for file downloads. If needed, consult the documentation in your Web browser for additional information. Forecasts are summarized in relation to the following columns: To Level Status Owner Latest Version Revenue Sales Unit From The entries in the From and To columns indicate, respectively, the year-month combination for which the forecast begins and ends — for example, from 2013–01 to 2013–12. The entries in the Level column indicate whether the forecasts at hand are an opportunity forecast, a product forecast, or an aggregate forecast of either type. Creating Forecasts 1. Sales Forecasts . Select New 2. Choose Search this view field. ; this option appears above the You can also choose New Sales Forecast from the toolbar. For more information, see Options for Creating Items. 3. Enter the Name of the forecast, along with the following data: a. Currency , if desired. b. Under , the year and month in which the forecast should begin. From Year-Month c. Under To Year-Month , the year and month in which the forecast should end. d. Level . e. Source , if desired. 4. Save your entries. For a description of the available save options, see Save Options. SAP Cloud for Customer 134 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

135 Upon completing this procedure, the newly created forecast appears in the Forecasts tab, and is assigned the status . In Preparation At the appropriate time, the forecast can be submitted for aggregation into the forecasts of the sales manager. Submitting New Forecasts Sales representatives can submit new forecasts for consideration in the aggregate forecasts of their sales managers, as follows: 1. . Sales Forecasts Select of the new forecast — with status 2. Rest the cursor on the — to be submitted. Name In Preparation In response, the item details of the forecast are displayed in quick view. 3. Actions Submit within the item header. to open the forecast, then choose Choose Open Submitted . The submitted forecast will be Upon completing this procedure, the status of the forecast changes to included for aggregation into the forecasts of the corresponding sales manager. If the sales manager is not satisfied with the forecast as submitted, he or she may request revision from the sales In Revision , and the sales representative. If such a revision is requested, the status of the forecast changes to representative must submit a revised forecast. Revising Forecasts Sales managers can request revision of the forecasts that are submitted by their sales representatives, as follows: 1. Sales Forecasts . Select 2. Rest the cursor on the of the forecast — with status Submitted . Name In response, the item details of the forecast are displayed in quick view. 3. Actions Revise within the item header. Open to open the forecast, then choose Choose Upon completing this procedure, the status of the forecast changes to In Revision . The sales representative can now submit a revised forecast. Submitting Revised Forecasts Sales representatives can submit revised forecasts for renewed consideration in the aggregate forecasts of their sales managers, as follows: 1. Sales Forecasts . Select 2. Rest the cursor on the of the forecast — with status In Revision , indicating that the sales manager has Name requested a revision of the forecast. In response, the item details of the forecast are displayed in quick view. 3. In quick view, choose Open to open the forecast. In response, the item details of the forecast are displayed. 4. Select the Versions tab. In response, an overview of the versions of this forecast is displayed. Add . 5. Choose 6. In the resultant dialog, specify the revised forecast, then choose Save . 7. Actions Submit Within the item header, choose Submitted . The submitted forecast will be Upon completing this procedure, the status of the forecast changes to included for aggregation into the forecasts of the corresponding sales manager. SAP Cloud for Customer 135 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Sales Features

136 If the sales manager is not satisfied with the revised forecast as submitted, he or she may request revision again from the sales representative. If such a revision is again requested, the status of the forecast changes to In again, and the sales representative must repeat the procedure above to submit another revised forecast. Revision See Also Opportunities [page 97] 3.15 Territories Provided that Territory Management is active in your solution, sales administrators can create sales territories and organize them into hierarchies, which are used to delegate responsibility for each sales territory to the appropriate . Territories Sales sales representatives. Sales administrators perform all associated tasks under 3.16 Sales Target Planning Sales planning functions are performed by sales managers. Although sales representatives cannot perform sales planning functions, they can review reports that contain data that is associated with these functions. For more information, see Working with Sales Planning Data [page 159] . Prerequisites Sales planning is activated. For more information, see Activating Sales Planning. Business Background Business Planning Planning for your business involves three different elements: strategic planning, financial planning, and operational planning. While strategic planning is a high-level management task and therefore takes place outside of the system, financial and operational planning are supported by tools and applications that have been designed to guide and support you in mastering your company’s planning and budgeting tasks. Compared with traditional spreadsheet- based approaches, the system's planning features improve the efficiency and quality of the planning process by enhancing collaboration between planners, ensuring the consistency of planning data, and enabling drilldowns into various data dimensions. Sales Planning Sales planning offers a solution that enables you to define and monitor sales targets. It promotes seamless monitoring of sales targets, forecasts, and revenues and also makes it easy to create new plans. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 136 Sales Features

137 Tasks Creating a Sales Plan 1. Choose Sales Target Planning New . Sales screen, enter the necessary data - such as Sales Unit , Horizon From/To , Plan Set General Properties 2. On the , and Currency - then choose Next Name . You can only have one plan for a certain sales unit and horizon. The overlapping of horizons for the same sales unit is not allowed. By default, the currency of the sales unit's company is used. However, as long as the sales plan remains in preparation, you may change this currency, if desired. Select Planning Dimensions screen. You can select the accounts, 3. Specify the granularity of your plan on the employees, product categories, and products that you want to be shown in the plan. You can also select the planning items to be planned, for example, certain employees, accounts, or products. Then choose Next . Manage Plan 4. You can enter a description for the active version or you can create a new version on the screen. Then choose Next . Versions 5. You can select the data on which your planning is to be based and where it should be copied to on the Copy Actual Data screen. First choose the plan data from existing sales plans that are created for the corresponding sales units in general data and the selected planning dimensions and time period that should be taken into account. Then select the plan version into which the data should be copied. 6. On the Review screen, review your entries. 7. To confirm your changes, choose Finish . ® 8. On the screen, you can open the plan data in Microsoft Excel or close the wizard. Confirmation Editing a Sales Plan Structure 1. To edit sales plan data in Microsoft Excel, select the appropriate plan. Before you use Microsoft Excel to edit sales plan data, choose to download the Download Add-In for ® Microsoft Excel . 2. Choose Edit , then select Plan Data in Excel . The sales targets are opened in Microsoft Excel. Now you can adjust the targets for your planning horizon. 3. To show or hide dimensions, open the View pane. To this end, choose the SAP Cloud for Customer tab, find the area, and choose Change the Current View of the Report . View You can also open and save views with different dimensions and settings in the panel. 4. Select a desired dimension and drag and drop it to the rows and columns as necessary. 5. You can also define how the data should appear on the user interface for each planning dimension by selecting the row or column label in the panel and changing the selections underneath. 6. Enter your sales targets in the plan. 7. After you have finished the planning, to recalculate the planning data in the workbook choose Refresh on the SAP Cloud for Customer tab in the Microsoft Excel ribbon. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 137 Sales Features

138 If you enter a total target for a dimension, the sum is distributed to the unchanged items. Changed items are not affected during the recalculation. Save All on the tab. 8. To finalize the planning, save your data by choosing SAP Cloud for Customer Activating a Sales Plan 1. Sales Target Planning Select the sales target plan under . New 2. Change Status Active . Select The plan is now activated. See Also About Analysis [page 157] 3.17 Analysis 3.17.1 Analysis for HTML5 for SAP Cloud for Sales 3.17.1.1 Using Interactive Dashboards Interactive dashboards allow you to get a big picture of your data, then zoom in by selecting a chart element, or by selecting specific characteristics, and applying filters. You access interactive dashboards on your browser, or with the SAP Customer Insight iPad app. Please note that this document is relevant only for HTML5-based screens. Either the described function ® is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight version. To use this function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document. /HTML5 . Your solution is Microsoft Silverlight- Your solution is HTML5-based if the system URL contains Silverlight pop-up window appears when you right-click anywhere on the screen. based if a Tasks Accessing Dashboards ● Browser 1. Choose the tab. Analysis 2. Choose Dashboard . 3. Select the desired dashboard from the menu. ● SAP Customer Insight for iPad app SAP Cloud for Customer 138 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

139 1. Choose the sprocket icon at the upper right corner of the screen. 2. Choose . Dashboard 3. Select the desired dashboard from the menu. Configuring a Chart You have several options to control how the chart data appears on screen. ● Select a chart type from the settings menu. ● Show or hide the chart legend. Find this option in the Settings menu on the browser, or on SAP Customer Insight for iPad, choose the small icon at the upper left of the chart. ● Choose a data element on a chart and linked reports update to reflect your selection. For example choose a specific bar in a bar chart, and linked reports on the dashboard update to show data from the selected element. Drill Down and Filtering Data Drill down and filter chart data to expose the information most relevant for you. 1. Open the drill down pane for a chart by choosing the drill down icon. 2. Select Drill Down , then select the desired characteristics. The chart updates immediately to reflect your selections. Linked charts do not update when the drill down pane is open. ● Choose Reset Dashboard to remove drill down characteristics and filters from all charts on the current dashboard. (On SAP Customer Insight for iPad, from the dashboard list menu, choose Reset Current Dashboard .) Annotating and E-Mailing Dashboards If you are viewing the dashboard on the SAP Customer Insight for iPad app, you can add annotations and send an image of the annotated dashboard as an attachment via e-mail. 1. Choose Annotation from the Action menu. 2. Select a color for freehand markup, or select the note icon to enter a text note. 3. Draw your markup or enter text. 4. Choose Send as E-Mail from the Actions menu to send an image of the annotated dashboard as an attachment. 5. Choose Cancel to exit annotation mode. 3.17.1.2 Charts Overview When you work with reports, you can choose from a range of charts to display data. Not all reports are suitable to be displayed as a chart. For example, if the report to be displayed as a chart contains large amounts of data with multiple key figures and characteristics, you may want to restrict the number of characteristics and key figures in the report so that the display of data in the chart is comprehensible. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 139 Sales Features

140 Please note that this document is relevant only for HTML5-based screens. Either the described function ® version. To use this is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document. . Your solution is Microsoft Silverlight- Your solution is HTML5-based if the system URL contains /HTML5 pop-up window appears when you right-click anywhere on the screen. Silverlight based if a Troubleshooting There may be other reasons why a chart cannot be displayed. See the following list of possible issues: ● Chart not possible; hierarchy on characteristic is active. There is a characteristic in rows for which a display hierarchy is active. Row Fields by clicking the characteristics and choosing Settings 1. Check the characteristics under . 2. On the tab page, from the Display Hierarchy dropdown list, select Do Not Show . General ● Chart not possible; arrange as hierarchy is active. 1. The table setting Arrange As Hierarchy is active. From the sprocket icon, select Table Settings . 2. On the following screen, from the Arrange As Hierarchy dropdown list, select None . ● Chart not possible; multiple units of measure are used. The key figures displayed have different units of measure. ○ Check which units of measure are used and determine if all key figures are necessary for the chart. If all key figures are not necessary, remove the relevant key figures so that the units of measure match for the key figures displayed. For example, there are quantity and currency units of measure. You only really need the quantity key figures so you remove the currency key figures. ○ If you only have key figures with currencies, check if the currencies are the same. If the currencies are different, You can, for example, use the variable. Click the pencil icon next to the Display Currency Selection dropdown list, If the Display Currency variable is available, set the value accordingly. ● Chart not possible; key figures are in rows or characteristics are in columns. Ensure that the key figures are in columns and the characteristics are in rows. Under columns, you can have a characteristic, but only above the key figures. ● Chart not possible; no key figure selected. Ensure that you have at least one key figure in columns. ● Chart not possible; no characteristic selected. Ensure that you have at least one characteristic in rows. Types of Charts The examples in the charts are based on the following set of hypothetical data. SAP Cloud for Customer 140 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

141 Example of data in a report Bar Shows comparisons between individual elements shown in a bar chart. Categories are arranged vertically and values are arranged horizontally. The emphasis is on the comparison of values and not on displaying a change during a period of time. The data as shown in table format is displayed in a bar chart as follows: ● The X axis shows the values in columns. ● The Y axis shows the values in rows. You want to visualize the difference in net sales value between 2002 and 2003 for each product category. The X axis shows net sales for 2002 and 2003. The Y axis shows product categories. Example of a bar chart Column Shows comparisons between individual elements. Categories are arranged horizontally and values are arranged vertically. The emphasis is on comparing a change in value during a period of time for individual elements. The data as shown in table format is displayed in a column chart as follows: ● The X axis shows the values in rows. ● The Y axis shows the values in columns. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 141 Sales Features

142 You want to visualize the difference in net sales value between 2002 and 2003 for each product category. The X axis shows product categories. The Y axis shows net sales for 2002 and 2003. Example of a column chart Line Shows trends in your data over time. The data is entered at regular intervals. Points in lines represent the intersection of the X and Y axes. The data as shown in table format is displayed in a line chart as follows: ● The X axis shows the values in rows. ● The Y axis shows the values in columns. You want to visualize the trend in invoiced quantity for your product categories. The X axis shows product categories. The Y axis shows invoiced quantities for 2002 and 2003. Example of a line chart SAP Cloud for Customer 142 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

143 Stacked Column Shows comparisons between individual elements in a category. Categories are arranged horizontally and values are arranged vertically. The emphasis is on the comparison of values in a category. You want to visualize the difference in net sales value between 2002 and 2003 for each product category. The X axis shows product categories. The Y axis shows net sales for 2002 and 2003. Example of a stacked column chart Stacked Bar Shows comparisons between individual elements in a category. Categories are arranged vertically and values are arranged horizontally. The emphasis is on the comparison of values in a category. You want to visualize the net sales value for 2002 and for 2003 for each product category. The X axis shows net sales for 2002 and 2003. The Y axis shows product categories. Example of a stacked bar chart SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 143 Sales Features

144 100 Percent Stacked Bar Shows comparisons between individual elements in a category as a percentage. Categories are arranged vertically and values are arranged horizontally. The emphasis is on the comparison of values in a category as a percentage of the whole. You want to visualize the net sales value for 2002 and for 2003 as a percentage of the total net sales for the two years for each product category. The X axis shows net sales for 2002 and 2003. The Y axis shows product categories. Example of a 100 percent stacked bar chart 100 Percent Stacked Column Shows comparisons between individual elements in a category as a percentage. Categories are arranged horizontally and values are arranged vertically. The emphasis is on the comparison of values in a category as a percentage of the whole. You want to visualize the difference in net sales value between 2002 and 2003 for each product category. The X axis shows product categories. The Y axis shows net sales for 2002 and 2003. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 144 Sales Features

145 Example of a 100 percent stacked column chart Pie Shows values as pie segments. If the table contains more than one column, the additional columns are ignored when the table is converted into a chart. If the first column does not contain any values, the system does not convert the table into a chart. The data as shown in table format is displayed in a line pie as follows: ● Segments represent values in rows. ● The size of the segments represent the values in columns as a percent. You want to visualize the percent of total net sales value for each product category in 2002. Example of a pie chart Donut The donut chart is similar to a pie chart in that it shows values as segments. The segments represent values in rows. The size of the segments represent the values in columns as a percent of the whole. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 145 Sales Features

146 Example of a donut chart Bubble Shows relationships between data set values by the size of the bubble. Example of a bubble chart Scatter Shows relationships between values as displayed in several columns. Scatter charts are suitable for large sets of data. The data as shown in table format is displayed in a scatter chart as follows: ● The X axis shows the values in columns. ● The Y axis shows the values in columns. You want to visualize the relationship between net sales value and invoiced quantity. The X axis shows net sales. The Y axis shows invoiced quantities. Points in lines represent the intersection of the X and Y axes for product categories. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 146 Sales Features

147 Example of a scatter chart Area Shows trends of values over categories. The area between the axes and the values are filled in an area chart. The data as shown in table format is displayed in an area chart as follows: ● The X axis shows values in rows. ● The Y axis shows values in columns. You want to visualize a trend in your net sales value for 2002. The X axis shows product categories. The Y axis shows net sales. Example of an area chart SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 147 Sales Features

148 Bullet Chart Shows comparisons between one or more measures. Categories are arranged vertically and values are arranged horizontally. The emphasis is on the comparison of values and targets. In the example vertical black line denotes Target and blue bar denotes Pipeline and pink color bar denotes Forecast You want to visualize the difference between forecast, target and pipeline for each employee. The X axis shows forecast, target and pipeline. The Y axis shows employees. The example in the chart are based on the following set of hypothetical data. Employee Name Forecast Target Pipeline 42 John 75 44 Alex 42 22 77 Sam 33 22 44 Gary 44 88 77 Kevin 44 77 88 53 46 Tom 33 Bruce 21 11 55 Example of a bullet chart Heat Map Show comparison between one or more dimensions. Based on the values of the categories the intensity of the color increases or decreases. In the example each square denotes a row and the color intensity of the square denotes the value. You can visualize the difference of accounts between each country based on the following hypothetical data: SAP Cloud for Customer 148 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

149 Country Accounts 10000 India 20000 Japan China 30000 Korea 40000 Singapore 50000 Malaysia 60000 Example of a heat map Other Settings By default, all of the following indicators are not set. Legend You can show the legend as well as determine where in the content area the legend is to be displayed. Axis You can provide labels for the X and Y axes. Values ● Show Results and Overall Results If Displayed in Table You use this indicator to specify whether the results and overall results are to be displayed. By default, these results are suppressed since the display of the chart may otherwise be adversely affected. ● Show Hierarchies If Displayed in Table You use this indicator to specify whether hierarchy nodes are to be displayed. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 149 Sales Features

150 ● Display Chart Values You use this indicator if you want to view the values on the chart. Note that you cannot save this setting. You need to enable it manually each time you open the report. Zoom and select a section of the chart You can now view zoomed in values in your chart. To do this, click on Enable Zoom to view the zoomed in data. You can continue to zoom further down until there are just two data points. Note that when the zoom feature is active, navigation is not possible. In order to activate navigation targets, just toggle the zoom icon. The system retains the chart in the zoomed state and allows you to navigate. To clear the zoomed data and go back to the original chart, click on Reset Zoom Zooming is available for only the following types of charts: ● Bar ● Column ● Line ● Scatter Since the zoom function is supported for the above charts only, all other chart types are disabled when the user is in zoom mode. Disable zoom to view data in other chart formats. 3.17.1.3 Reporting When working the reports, the reporting functions of screens built in HTML5 provide business users with easier access to everyday functions, such as filtering or adding or removing characteristics and key figures. The layout of the report, whether table or chart, has been initially defined. Please note that this document is relevant only for HTML5-based screens. Either the described function ® version. To use this is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document. Your solution is HTML5-based if the system URL contains . Your solution is Microsoft Silverlight- /HTML5 based if a Silverlight pop-up window appears when you right-click anywhere on the screen. Analzying Reports Toolbar Functions ● View Shows the report view that is displayed in the Web browser. The dropdown list displays the report views that are available with the corresponding report. A report view is a modified view of the data available with a report. To view and edit the report view, click the pencil icon next to the dropdown list. The following table provides an overview of the available functions: SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 150 Sales Features

151 Function Description Enables you to select a report view. View dropdown list Report Default Makes the current report view the default when opening the report. Rename Renames the current report view. Delete Deletes report views created by you. Note that you cannot delete report views delivered by SAP or report views created by your administrator. Save Save the report view . Saves the current report view as a new report view. Save As Defer Refresh If you want to make several changes to the report layout, we recommend deferring the refresh of the Defer Refresh , all other functions are inactive until you switch off Defer Refresh . layout. When you click Add characteristic attributes to and remove them from the report view by clicking Add Fields . On the Add Fields following screen, fields are group by specified criteria. For example, characteristics are grouped by dimensions. Note that you cannot select all fields to add to or to remove from the report view. Fields that you cannot select indicate that they are part of the report as it is defined, either as delivered content or as defined by administrators. When you add and remove fields, the system modifies the current report view. The characteristic attributes are then available. You can then add the new fields to rows and columns and save the personalized report view. Shows the characteristics and key figures that are available with the report view. By clicking an available Available Fields characteristic, a check is displayed next to the characteristic, and the characteristic is added to rows. Row Fields By clicking a characteristic under Row Fields , you can move the characteristic to Column Fields or back to Available Fields . You can also make settings for the characteristic. For information about characteristic settings, see here. Column Fields , you can move the key figures to Column Fields or back to Key Figure . You can By clicking Available Fields also make settings for the characteristic. For information about key figure settings, see here. You can also create exceptions and conditions. If you have an active condition, a filter icon appears next to the name of the report view. For information about exceptions, see here. For information about conditions, see here. ● Selection Shows the set of variables available for the report and any defined value selections currently used. The dropdown list shows the selection available with the corresponding report. To view and edit the selection, click the pencil icon next to the dropdown list. The following table provides an overview of the available functions: Description Function Selection Enables you to choose a selection. dropdown list Report Makes the current selection the default when opening the report. Default View Makes the current selection the default when opening the report view. Default Rename Renames the current selection. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 151 Sales Features

152 Function Description Deletes the selection created by you. Note that you cannot delete selections delivered by SAP or created by Delete your administrator. Save Save the current selection. Save As When you save a new selection, you have the option of saving the time characteristics of the selection as relative. By clicking , the new values for time variables are calculated Save Time Characteristics as Relative depending on the date when you saved the selection and when you next open the selection. The following graphic provides an example: Example of saving time characteristics as relative variable You can also decide if you want to display text descriptions for values. For example, the Show Project Status Description Show Description , under the entry field, the description Started has been restricted to the value 5. By clicking is displayed. Add Fields Add characteristic attributes to and remove them from the report view by clicking . On the following Add Fields screen, fields are group by specified criteria. For example, characteristics are grouped by dimensions. Note that you cannot select all fields to add to or to remove from the report view. Fields that you cannot select indicate that they are part of the report as it is defined, either as delivered content or as defined by administrators. When you add and remove fields, the system modifies the current report view. The characteristic attributes are then available. You can then add the new fields to rows and columns and save the personalized report view. For information about making value selection, see the section in this document called Working with Selections . ● Refresh Selection dropdown list, you can refresh the data and display of the report. By clicking the icon to the right of the ● Display Format You can switch formats between table and chart. Note that in some cases, you cannot switch the display format, for example, if your report contains a hierarchy. ● Further functions By clicking the sprocket icon, the following functions are available. Description Setting Displays values that have been set for variables in the selection. If available, any Report Header information and warnings are also displayed. For example, if the display currency is set using key figure settings or variables. By clicking Technical Information , you can also view further information, such as the access context of the report and the data source that serves as a basis for the report data. SAP Cloud for Customer 152 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

153 Setting Description Exports the report data to Microsoft Excel® in XML format in read only mode. The Download export is useful if you want to use Microsoft Excel® functions to analyze report data. Note that when you open the export, there is no longer a connection to the system, even if you view the report data on the SAP add-in for Microsoft Excel® ribbon. You can also download data sources and reports in CSV format. The format and the available fields of the downloaded data source differ from a downloaded report. For example, in a downloaded report, the value and unit of measure are combined in one field whereas in the downloaded data source, the fields are separate. Another example is that there may be key figures only defined for the report, which are not available in the underlying data source. Start Options Selection area and if you want to start the report. You can decide if you want to show the SAP Cloud for Customer 153 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Sales Features

154 Setting Description ● Freeze Header Columns Table Settings You can freeze the headers of columns so that the headers are still displayed while scrolling. ● Table Design You can choose between a standard white background or alternating between white and blue. ● Grid lines You can decide if you want horizontal or vertical grid lines, both, or none. ● Result Rows and Columns You can decide if you want result rows or columns displayed as the first or last entry in a row and/or displayed in the first or last column. ● Display Repeated Texts You can specify whether every instance of a characteristic value is displayed in a row or column. ● Display Scaling Factors Use the dropdown list to set a scaling factor of 1 to ten billion (10,000,000,000). ● Arrange As Hierarchy The system arranges characteristics in rows and in columns as a hierarchy. The row or column further left serves as the tree structure into which characteristics to the right are inserted. ● Hierarchy Design You can decide between standard and cascading. If you choose standard, characteristics are arranged in a hierarchy; any characteristic attributes are arranged in rows or columns. If you choose cascading, characteristics are arranged in a hierarchy; any characteristic attributes are arranged individual columns or rows. ● Hierarchy Initial Expansion The hierarchy level up to which the hierarchy is to be displayed when it is expanded. ● Invert Hierarchy The system inverts the hierarchy so that the hierarchy is displayed from bottom to top or from right to left. You can decide to invert a hierarchy in rows, columns, or both. ● Limit Data By default, the records of data displayed are limited to the value in the specified field. You can change this value. Note that this setting is only valid for reports displayed as a table. Chart Types For information about the different chart types available, see Charts [page 139] . Send You can send the report as an e-mail attachment or as a link. Microsoft Excel® You can view and edit the report using the SAP add-in for Microsoft Excel®. Working with Selections A selection consists of the set of variables available for the report and any defined value selections. The selection you define determines the data to be displayed in the report. When you open a report, the data displayed in the report is restricted to the value selections set using variables in the Selections area. You can display the Selections area by clicking the pencil icon next to the Selection dropdown list box. Making Value Selections SAP Cloud for Customer 154 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

155 Note that you must specify a value for all mandatory variables. In the system, mandatory variables are indicated by an asterisk (*). Access Context variable is mandatory for all reports. This variable is defaulted to the access context to which the you The are assigned. The system fills the variable with the access context available for the report. In this case, only one access context is assigned, and therefore the variable is not displayed. If the report supports multiple access contexts, you must specify which access context is to be used to select data. You can either enter values manually, the system supports manual entry of only the ID of variable or characteristic values. variable to For example, you know that you want to restrict the (You cannot enter Miller and Son ). Supplier 500001 500001 in the You therefore enter variable field. Supplier You can add further values by clicking the plus icon to the right of the entry field. If the variable supports operators, such as greater than or less than, a dropdown list box is displayed. Value Selection Help The type of value entry allowed depends on how the content has been defined. For example, if you can select single values, multiple values, or set an interval. The following options are available depending on the variable. Description Allowed Value Entry Allows you to select one value. Single value One or more values Allows you to select one or more values separated by semi-colons. One or more values with an operator Allows you to select one or more values with an operator such as greater than or less than. Note that the between operator is .. , the unequal operator is <> . Interval Allows you to select a single or interval value, for example, 100 or 19494 .. 4343434. Allows you to restrict a specified characteristic to a relative variable selection. Relative Relative select selections are based on basic characteristics, such as Date, Week, Month, Fiscal Period, and Company. When you start the report, the system fills the cells in the report with the corresponding values. Expand the following table to view some examples of relative selections. Relative Selection Description Variable Today Shows today's date. Posting Date Invoice Creation Date Last 7 Days Shows a time range of the last 7 days, including today. Fiscal Month Current Fiscal Period Shows the current month. Company Derives multiple default companies Multiple Default Companies based on the user's position. When making value entries, note that you can choose either a relative select or other entries but not both. Functions in the Content Area Many of the functions in the content area of the report are available from the column headers of the report. The functions available differ for characteristics and key figures. To display the functions, click the column headers. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 155 Sales Features

156 Functions for Characteristics Function Use Click the arrow next to the characteristic to sort values in ascending or descending order. Sort A period next to the characteristic indicates that the values are not sorted. Display Displays the description or ID of characteristic values. The name of the characteristic appears in a pop-up window. You can decide to display the description, ID, or a combination thereof. Note that the display function is disabled if only IDs are available to display. Enables you to display or hide subtotal results of key figures for characteristics. Subtotals Filter A list of characteristic values appears in a pop-up window. You can select one or more values by which to filter the report. You can also use the search with its auto-fill function to make it easier to find values. Once you have set a filter, a filter icon appears next to the name of the report view. Add Enables you to add a characteristic to the right of the column you click. Enables you to remove characteristics. Note that in columns, one characteristic has to Remove remain. Functions for Key figures Use Function Add Enables you to add a key figure to the right of the column you click. Remove Enables you to remove the key figures, even those key figures that are initially defined. Note that one key figure has to remain. Analytical Navigation In cells of reports displayed in table format, you can use the context menu for further navigation and analysis. Using the context menu, you can view existing documents related to a value. When you click a cell, the documents and reports to which you can navigate are displayed. For example, you can navigate to a preceding document, such as a purchase request, an overview document that provides information about a customer, or to another report. Working with Embedded Reports Embedded reports are reports that you can find overview screens of work center views. The following feature are available with embedded reports. ● Select different report views from the View dropdown list. ● Select different sets of saved value selections for variables from the Selection dropdown list. ● Refresh the data. ● From the sprocket icon, you can analyze the data of the report, set the refresh rate, and select a chart type. ● Switch between chart and table display. SAP Cloud for Customer 156 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

157 3.17.2 About Analysis Analytics reports condense data in your company so that you can recognize trends, compare sales results, and estimate future performance. You can display certain information from each report in different types of charts. You can also download reports and run ad-hoc analyses, either in your Web browser or in Microsoft Excel. Example chart to see whether her team is on track to Sales manager Donna Moore checks the Sales Summary meet its total revenue goals for the current quarter. She notices that the numbers in the Sales chart seem a little low when compared to the Pipeline Forecast chart. To improve her numbers Summary for this quarter, she wants to find a way for her team to close more deals. Pipeline Funnel Donna checks the chart and sees that many of the opportunities are in the initial stages. She examines the details of this chart in the Web browser and notices that there is a large percentage of revenue in the decision phase. She adds opportunity and account information to the chart for more detail, and sorts the list according to revenue so that she can pinpoint the revenue that is easiest to close. She saves this version of the report for future reference. She notices that one of the high-revenue opportunities is supported by Michael Adams, a sales representative who is currently working on many deals. She thinks it might be useful to add another one of her top salespeople to this opportunity. She checks the Sales Reps by Revenue in Pipeline (Top 10) chart and finds that Richard Wilson currently has fewer deals in the pipeline, so he should have capacity to support Michael. She asks Richard to join Michael on this opportunity. Ultimately, this move results in Michael and Richard closing the deal in the current quarter, improving the overall revenue for the quarter. The following dashboards, made up of the charts listed here, are available in SAP Cloud for Sales, under Analysis . Dashboards can be personalized. The table below lists the standard dashboard set up shipped with SAP Cloud for Sales. Administrators can create custom reports that appear in the reports list. For more information, see Design Reports Quick Guide. Charts Description Dashboard Sales Summary Sales Overview Total expected revenue of won opportunities in the current year, quarter, and month Pipeline Forecast Total expected revenue, separated by won and open opportunities closing in the current year Sales by Product Top 10 product categories by total revenue share in won and open opportunities Category (Top 10) closing in the current year Competitors by Top 10 competitors by the number of opportunities lost over the last 12 months Number of Deals Lost (Top 10) SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 157 Sales Features

158 Dashboard Charts Description Pipeline Funnel Projected trend of expected revenue of opportunities Pipeline Pipeline by Month Projected trend of expected revenue of opportunities closing in the next 12 months Key metrics to evaluate the sales pipeline Pipeline Health Scorecard Pipeline Progress Current progress of the pipeline, displaying stalled and on track opportunities Trend of win and loss rates over the last 12 months Win/Loss Win/Loss Rate Win/Loss Revenue Trend of expected revenue of opportunities that were won and lost over the last 12 months Rate of loss of opportunities during a given sales phase Loss Rate by Sales Phase Win/Loss Reason Number of wins and losses grouped by reason given for win/loss. Top 10 sales representatives by total revenue for opportunities won in the last 12 Sales Sales Reps by Revenue Performance Won (Top 10) months Top 10 sales representatives by total revenue for open opportunities closing in Sales Reps by Revenue the next 12 months in Pipeline (Top 10) Average Sales Cycle Average sales cycle length across all opportunities won in the last 12 months Sales Effectiveness Key metrics for evaluating the effectiveness of the sales force Scorecard Pipeline Sourcing Lead Qualification Rate Percentage distribution of qualified and unqualified leads over the last 12 months Lead Conversion Rate Rate of conversion of leads to opportunities over the last 12 months Distribution of leads by source and qualification level over the last 12 months Leads by Source Distribution of leads by status over the last 12 months Leads by Status Performance Sales Target vs. Sales target versus opportunity pipeline for the current year Pipeline My Opportunities (Top Top 20 opportunities owned by the user, sorted by highest expected revenue 20 by Expected Revenue) My Progress Consolidated view of a user's target, expected revenue and weighted revenue of opportunities in the current year My Opportunities (Top Top 20 opportunities owned by the user, sorted by earliest close date 20 by Closing Date) Forecast Forecast Metrics Comparison of forecast against target revenue, won revenue and override revenue (difference between pipeline revenue and forecast revenue for opportunities in submitted forecast) Forecast by Category Sales forecasts distributed by forecast category Sales Target vs. Sales target for the user versus the current submitted forecast Forecast Opportunity List List of opportunities in a user's submitted forecast Account View SAP Cloud for Customer 158 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

159 The following charts appear in the Charts tab when you open an account: ● Revenue Trend ● Average Sales Cycle Competitor View The following charts appear in the overview information when you open a competitor: ● Successful Sales Reps ● Won/Lost Trend Tasks Personalizing Dashboards [page 159] [page 330] Viewing Reports with Web Browser — Quick Filter Viewing Reports with the Web Browser [page 327] Working with Reports in Microsoft Excel [page 159] Working with Sales Planning Data 3.17.3 Personalizing Dashboards 1. Click at the upper right of the screen. Personalize Choose This Screen . A list of dashboard reports appears, as well as mashups and web services. Use the filters to narrow the list, or use search to find a specific report. 2. Drag the report title from the list to the desired chart position. Drop on top of an existing chart to replace the chart currently in that position; drop between charts to insert the new chart between the existing charts. 3. Drag and drop to rearrange the charts as desired. 4. Click the wrench icon at the upper right of a chart to remove, rename, or resize the chart. 5. Click Save above the reports list to save changes. You can also click Discard to cancel changes and revert back to the previous version of the dashboard. 6. Click the X icon at the upper right of the report list to exit Personalize mode. 3.17.4 Working with Sales Planning Data Analysis , three reports enable sales representatives to work with sales planning data that has been prepared Under by sales managers. The names and locations of these reports are as follows: ● My Progress — Current Year , appears in the Pipeline Management filter. The first report, ● The second report, Sales Target/Pipeline by Month , appears in the Sales and Marketing — Sales filter. ● Sales Target/Pipeline by Sales Unit , also appears in the Sales and Marketing — Sales filter. The third report, To view these reports and work with their data, proceed as follows: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 159 Sales Features

160 1. Choose Analysis Reports . 2. Choose the sales planning report that you want to work with, as follows: ● Pipeline Management My Progress — Current Year ● Sales and Marketing — Sales Sales Target/Pipeline by Month ● Sales and Marketing — Sales Sales Target/Pipeline by Sales Unit Actions column, open the report in the desired format. 3. From the 4. Edit or manage the sales planning report data, as required, using your preferred settings. Sales planning functions are performed by sales managers in the Sales Planning work center. For more information, see Sales Target Planning [page 136] . 3.17.5 Projecting Sales Volume Use What-if Analysis to project sales volume or for tactical planning to meet sales targets. What-If Analysis helps you determine: ● Which opportunities to focus on in the short term ● Where to expand the portfolio to gain a higher average deal size ● The number of opportunities you need in the pipeline to meet sales targets To use What-if Analysis, do the following: 1. Select the desired filters. The opportunities included in the simulation appear in the list below the chart. 2. Set the variables as desired using the sliders. The results of the simulation appear in the chart below. Adjust the variables to achieve the desired outcome, then plan how to achieve those changes in your pipeline. When using What-if Analysis, consider the following points: ● The maximum value for the Average Probability of Success is 100%, and you cannot lower the probability of success below the current average. If the current average for the opportunities included in your simulation is 100%, then the slider is inactive. ● Increasing either the Average Probability or the Average Deal Size slider results in a proportional increase of the simulated value of every opportunity. For example: if you increase the simulated average chance of success from 50% to 80%, the simulated value of each opportunity increases by 30%. This setting increases the simulated aggregated average chance of success to 80%, however, the simulated chance of success for each individual opportunity will not be set to 80%, rather the current value is increased by 30%. ● What-if Analysis uses two data sources for the simulation: opportunity pipeline data and sales target planning data. If you filter on a characteristic that is present in opportunities, but not in sales target planning data, (sales phase, progress, opportunity, calendar quarter, account) then the sales target planning data is excluded from the simulation. To ensure that the sales target planning data appears in the simulation result chart, include Not Assigned as a filter value for opportunity-only parameters. SAP Cloud for Customer 160 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

161 3.17.6 Viewing Forecast Revenue Use the forecast chart to compare forecast revenue with sales target revenue and won revenue. To view the forecast revenue chart, do the following: 1. Analysis Forecast . Choose 2. Use the filter to select opportunities to include in the forecast. You can filter on time period, owner, sales unit, territory, etc. The chart area shows forecast revenue, target revenue, won revenue, and the difference between estimated revenue Relevant Pipeline minus from pipeline-relevant opportunities and forecast revenue. The last figure (labeled ) indicates the extent of override on pipeline revenue in the forecast. A positive value here indicates a Forecast conservative forecast, and a negative value indicates an optimistic forecast compared to pipeline revenue. Opportunities used to generate the figures appear below the chart. See Also [page 133] Forecasts 3.18 Competitors and Competitor Products 3.18.1 Competitors On the Competitors tab, you can display existing competitors, create new competitors, and set competitor statuses. You can also display competitor details, review additional data, add and edit products in relation to competitors, and rename and edit competitors, as required. Once you have created a competitor, it can no longer be deleted. You can, however, set its status as Obsolete . As you review analytics charts and other sales data on the Competitors tab, it is important to remember that it compares your company's results only with the results of the selected single competitor. Win/Loss For example, suppose you are a sales representative at company A, and you are examining the Trends chart in relation to company B, a key competitor. When you study this chart, it is important to remember that it only reflects two types of deals: ● Deals that company A won over company B ● Deals that company A lost to company B In short, the chart reflects only those deals that company A won or lost in competition with company B, rather than all of the deals, as a whole, that company A has won or lost. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 161 Sales Features

162 Tasks Creating Competitors Competitors tab. 1. Choose the . New 2. Choose Classification of the competitor. Name and 3. Enter the If desired, you also may enter the competitor's Web site. 4. Save your entries. For a description of the available save options, see Save Options. Editing Competitors item header, as follows: Competitor You can edit competitors from the 1. Position the cursor over the information to be edited. For example, if you want to rename the competitor, position the cursor over the Name field. 2. Change the desired entries. Depending on the field, use the drop-down menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. To assign a new competitor product to a competitor, choose the tab within the competitor details. Products New , then enter the information for the competitor product. On that tab, choose To edit information for an existing competitor product, exit the item details, then choose Competitors . Competitor Products To edit information for an existing product of your own, exit the item details and the Competitors tab, then choose the Products tab and edit the product as described in the procedure above. Choosing Competitor Filters Competitors are displayed in one of three standard filters: Active Competitors , Big Threat Competitors , or All Competitors . You can modify the range of competitors to display by selecting among these filters. The default filter Active Competitors is . Setting Competitor Status From the competitor details, use the Actions menu to choose the following applicable status: ● . Set as Active to change the competitor status to Active Actions Choose ● , which will exclude the competitor Actions Block to change the competitor status to Blocked Choose from subsequent search results. By blocking a competitor you also prevent future opportunities from being assigned to it. ● . By setting a competitor Actions Set as Obsolete to change the competitor status to Obsolete Choose as obsolete, you also prevent future opportunities from being assigned to it. You may assign a new status to a competitor at any time, as required. For example, you can set any active competitor as obsolete, or any blocked competitor as active. SAP Cloud for Customer 162 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

163 Reviewing Tabs in Competitor Details From the competitor details, you can select these tabs to perform additional actions. The following table summarizes the tabs that are available: Tab Actions Overview Overview to see the latest updates made to the competitor, and any opportunities associated with the Select competitor. Feed Feed Select to read any Feed updates that are associated with this competitor. For more information, see [page 21] . About the Feed From this tab, you can also open, tag or flag Feed updates, mark them as favorites, or comment them. Select Products to view, edit or add products that are sold by your organization and that are comparable to Products products your competitor sells. For the selected competitor, the following product Information appears: ● (of the competitor's product) Product ID ● Description (of the competitor's product) ● (of your product) Own Product ID ● Description (of your product) ● Product Comparison (for example, Worse than ours ) ● List Price/Currency Opportunities Select to view potential sales opportunities that are in play with this competitor. Opportunities Attachments Select Attachments to view, edit or add attachments that relate to this competitor. See Also [page 163] Competitor Products 3.18.2 Competitor Products Quick Guide The Competitor Products view enables you to create entries on competitor products and store and view detailed information on these products. You can access this view from the Competitors work center. In this view, you can enter comparisons between competitor products and your products. This information is beneficial in positioning your products against the competitor. For example, if you are trying to sell a product to a customer, you can determine how your product is performing against the competition and develop presentations and demonstrations that highlight the benefits of your products over the competition. On the initial screen, competitor products are displayed in List View by default. This and the Tile View provides you with the most detailed overview. Alternatively, you have the option to display competitor products in Thumbnail View , where you see the icon, name, and code. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 163 Sales Features

164 Tasks Create Competitor Products Action Bar New . 1. In the , click The New Competitor Product quick create window appears. Name , Competitor , and Our Product 2. Enter the in the appropriate fields. If additional information is available, you can add that as well. 3. Save your entries. The competitor product is added to the overview. New Competitor Products You can also create competitor products by choosing the option from the toolbar. Display Competitor Products In the overview, rest your cursor on any of the entered information. The competitor product and its information is displayed in the Quick View window. Edit Competitor Products 1. In the overview, or in the Quick View window, click the Name of the competitor product. The Competitor Products Details View opens. Headers View , move the cursor over the field you want to edit and click the field. 2. In the 3. Make changes to the field you want to edit. 4. Save your changes. 3.19 Partners and Partner Contacts 3.19.1 Partners A motivated group of partners — such as resellers, brokers, service providers or distributors — can assist your organization in attaining its goals. To achieve these goals with greater efficiency, members of your organization can collaborate with your company's partners within the solution. Prerequisites If your administrator has not configured the solution to display partners — which otherwise are accessed under Partners — then you cannot use the solution to collaborate with partners there. SAP Cloud for Customer 164 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

165 Tasks Creating Partners 1. Choose . Partners . New 2. Choose Name of the partner, then specify its Country . 3. Enter the 4. Save your entries. For a description of the available save options, see Save Options. Editing Partners You can edit partners from the item header, as follows: Partner 1. Position the cursor over the information to be edited. For example, if you want to rename the partner, position the cursor over the field. Name As you move the cursor over an editable field, the background changes to a different color. When you click a field, you enter edit mode. 2. Change the desired entries. Depending on the field, use the drop-down menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. See Also [page 165] Partner Contacts 3.19.2 Partner Contacts To facilitate the exchange of information, members of your organization can communicate within the solution with partner contacts — that is, individuals who are associated with the resellers, brokers, service providers, distributors, or other entities with which your organization collaborates. Prerequisites If your administrator has not configured the solution to display partner contacts — which otherwise are accessed under Partners Partner Contacts — then you cannot use the solution to communicate with partner contacts there. Tasks Creating Partner Contacts 1. . Partners Partner Contacts Choose SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 165 Sales Features

166 2. Choose New . 3. Enter the first and last name of the partner contact, then specify the e-mail address. 4. Save your entries. For a description of the available save options, see Save Options. Editing Partner Contacts Partner Contact item header, as follows: You can edit partner contacts from the 1. Position the cursor over the information to be edited. For example, if you want to rename the partner, position the cursor over the Name field. As you move the cursor over an editable field, the background changes to a different color. When you click a field, you enter edit mode. 2. Change the desired entries. Depending on the field, use the drop-down menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. Creating Users for Partner Contacts If you want to enable your partner contacts to access the solution, so that you can collaborate with them directly, then you must create users for them, as follows: 1. Open the partner contact. 2. . Create User Actions Choose Once a user has been created for the partner contact, then your administrator can choose Administrator Business Users to assign either business roles or individual work centers or work center views to the user that you created for the partner contact. See Also [page 164] Partners 3.19.3 Inviting Partner Contacts to Use the Partner Portal You can use the partner portal to collaborate with your partners. The first step in this process is for partner managers to invite their employees (partner contacts) within the partner organization to collaborate with you in your SAP solution. Prerequisites ● The partner manager has a user in the SAP Cloud for Customer solution. ● The partner manager has a user in the partner portal. ● The administrator has made the appropriate settings for partner portal invitations. To review the settings, the administrator can do the following: ® 1. In the Microsoft Silverlight client, log on to your SAP solution as an administrator. SAP Cloud for Customer 166 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

167 2. Under Business Configuration Overview , show Activities and search for “partner programs”. Partner Programs Define business roles for partner portal . 3. Select the activity and choose 4. Add a row and enter business role PARTNER_CONTACT . 5. Save your changes. Process Flow Partner managers and partner contacts have the following authorizations in the system: Authorizations Role ● Invite partner contacts Partner manager ● See company details ● See leads and opportunities as per restrictions in the SAP solution Partner contact See leads and opportunities as per restrictions in the SAP solution 1. The partner manager logs into the partner portal. 2. The partner manager invites employees in his or her company (partner contacts) to use the partner portal. The invitation feature automatically does the following: ● Ensures that the partner contact exists in your SAP solution as a contact. ● Sends an e-mail to the partner contacts, which includes a confirmation link 3. Each partner contact clicks the link in the e-mail and goes to the registration page of the SAP Cloud ID provider. 4. Each partner fills in the form, accepts the terms and conditions of use, and registers. The partner contact's user is activated in the back end, and the appropriate role is assigned to the user. 5. The partner contact logs on to the partner portal. 3.20 Mobile Users 3.20.1 SAP Cloud for Customer for Android™ With this mobile application, you can access many of the main functions of the solution that have been tailored to business on-the-run. These include managing accounts, contacts, and activities; and viewing personalized reports. Changes made on your Android™ device are automatically updated in the system, over the Internet, online and in real time. Information for Administrators You need to ensure that for each mobile work center view to be accessed on a mobile device, the user of the mobile device is assigned the related desktop work center view. You can do this by creating a mobile specific business role and assigning it to the individual users or you can define access for each user independently. Work centers and views . Administrator General Settings Business Roles or Business Users are assigned via SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 167 Sales Features

168 For information on adding existing extension fields to a mobile view, see Adding Extension Fields to Smartphones and Tablets. Enable for Mobile Device option for You can also make your custom reports available for mobile use by selecting the the report. Leads by Status Sales , The following reports have been designated for mobile use in the standard solution: Lead Conversion Rate , Effectiveness Scorecard , Sales Reps by Revenue Won , Sales , Opportunity Pipeline Analysis , Average Sales Cycle Reps by Revenue in Pipeline Pipeline Analysis for Next 12 Months , Pipeline Health Scorecard , , Pipeline Funnel Sales Summary (Current Year) . , and Installing the Application Device Prerequisites This application has been optimized for use on Nexus 4™ and HTC One™ smartphones. Other Android devices should be able to run this application if they meet or exceed these minimum requirements: ● Operating system: Android 4.0 to Android 4.2.2 ● Screen resolution: 1280dp x 768dp ● CPU: 1.5GHz processor speed ● RAM: 2GB Installation If your device meets the above requirements, you can proceed to install the application by downloading the application directly from Google Play. SAP does not warrant that the software and/or features as described herein will be available without interruption or permanently. SAP draws your attention to the fact that the availability is subject to the sole discretion of the operator of the app store. The operator of the app store may, at any time and without notice, restrict, interrupt, or prevent use of the software, or delete the software from your mobile device, or require SAP to do any of the foregoing actions. Launching the Application Launch the SAP Cloud for Customer application from your mobile device and log on using your user name and password. If this is the first time you are launching the application, proceed as follows: Settings . 1. Choose 2. Enter the URL to your system. For example, https://[tenant].[domain].com 3. Enter an application password. This is separate from your system user ID and password. You must supply your application password before accessing the system. 4. Set a timeout, which is the amount of time your application password is valid on Remember App. Password your device for the next log on. Due to security issues, you should ensure that this timeout meets your company’s security guidelines. The default is Never , which clears the application password on log out. 5. Return to the logon screen to enter your system user name and password, and then choose Log On . If you do not have the information required for these settings or you have continued problems logging on to the application, contact your system administrator for assistance. SAP Cloud for Customer 168 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

169 Uninstalling the Application You can uninstall the SAP Cloud for Customer application at any time, just as you would uninstall any other Android application on your device. For further information, refer to your device manufacturer's documentation. For information on how to operate your mobile device, refer to the device manufacturer's documentation. Views and further tasks Searching and Navigating When you call up an overview, the system automatically lists your items in alphabetical or chronological order. In many cases, you can switch to a list of all available items. You can filter any list by entering a search term manually. Access actions for each view from the action menu at the top right of each screen. Use the back button at the top left of the screen to navigate back to a previous view. You can also use the device's menu and back buttons for actions and back navigation. Log off by pressing the device's back button from the Home screen. When you edit data in the application, you must manually save changes (touch the device's menu button Save ). If you use the device's back button before you save your changes, you may lose all and choose unsaved data. Feed Use the filters on the Feed overview to select the feed updates you wish to view. To create a new feed update, press the menu button and choose . To post your new update, choose Save and Close . Choose an update to view New details. From the details view you can comment on the update and open mentioned items. You cannot mention people or items, send private updates, or tag feed updates created on your Android device. SAP Jam Feed If your system is set up to support it, you can also access your SAP Jam feed directly from the app. Accounts You can display, edit and create accounts. Accounts view, a yellow or red light next to an account indicates the status of the account in the system: a In the yellow light indicates that the account is in preparation and the red light indicates that the account is blocked. A yellow or red light does not stop you from processing the account on your mobile device. In the overview, account address information and communication details are displayed in the General tab. Use the device’s menu button to display available actions. Using the Contacts and Activities tabs, you can search for, display, and edit related contacts or related activities for the account. Select the contact or activity to open an overview. Here you can access contact information and communication details, as well as activities related to this specific contact, or to the account in general. Choose ERP Docs to view sales quote or sales order documents generated by your SAP ERP system. Note: this tab does not contain any data unless your system has been configured to integrate sales documents from your SAP ERP system. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 169 Sales Features

170 Contacts You can display, edit and create contacts. Contact address information, communication details, and activities are displayed in the overview. To change a Edit contact’s general data, tap the actions button in the top right corner, then tap or to create a new contact, tap + and enter the contact's name, address, communication details and more. If you create a new contact for an existing account, you can search for and select the account ID of the account in field. the Account/Partner If there is a photo of the contact in the system, it is automatically displayed. Opportunities and Leads You can display, edit and create opportunities and leads. Opportunities , Leads , and Sales Leads views, you can access worklists of opportunities and leads. In the Select one to check the details, change data, or create related follow-up activities and documents. You can also, for example, accept or decline a lead that has been assigned to you, create an opportunity from a lead, change the chance of success, or status, of an opportunity, or follow feed updates for a lead or opportunity. For opportunities, choose ERP Docs to view sales quote or sales order documents generated by your SAP ERP system. Note: this tab does not contain any data unless your system has been configured to integrate sales documents from your SAP ERP system. Sales Quotes You can display, edit, create, and submit sales quotes. Sales Quotes view, you can choose either your list of open quotes or your team's. From the Select one to check the details, change data, or create related follow-up activities. To edit the quote, tap the actions button and then Edit . The following actions are available: ● next to the product you want to remove. Products tab and tap To remove a product, go the ● To add a product to the quote, go to the tab and tap the actions button and choose Actions then Products . Select the product to add before saving your changes. Add Row ● Actions then Submit To submit a sales quote for approval, tap the actions button and choose . Activities You can display, edit and create activities. In the overview, use the menu button and select Edit to change an activity. The system proposes values for many of the fields, for example: organizer, dates and times, category, and priority. You can manually change these values and search for and select other values, such as the account and the contacts for the activity. Today’s Appointments You can display, edit and create appointments. In the Today’s Appointments view, you can review and edit your appointments for the current and next day. Tickets You can display existing tickets and create new tickets. Reports Select a report to open the report and display it in graph form. In the graph view, you can select each bar to view its values and description. SAP Cloud for Customer 170 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

171 Use the menu button to edit a report and then sort and filter it. You can also zoom in (magnify) or switch between graph and table display. Work Tickets You can display, edit and create work tickets. You can also create follow-up sales quotes and tickets. Copyright/Trademark 3.20.2 SAP Cloud for Customer for iPad® With this mobile solution, you can access the main functions of the solution that have been tailored to business on ® the go. Changes made on your iPad are automatically updated in the system over the Internet in real time. The analysis feature uses worksheets to arrange and organize reports that you often need, compare versions, and highlight changes in data. Installation, Support, and Security SAP Cloud for Customer for iPad from the iTunes Store. Launch the application, and select Install on the log Options on screen and do the following: ● Enter the for your backend system. URL ● SAP recommends that you enable the Passcode Lock on your iPad when using SAP Cloud for Customer (In Settings app, General section). the iPad Return to the logon screen to enter your user and password, and choose Log On . If you do not have the information required for these settings or you have problems logging on, contact your system administrator. SAP does not warrant that the software and/or features as described herein will be available without interruption or permanently. SAP draws your attention to the fact that the availability is subject to the sole discretion of the operator of the app store. The operator of the app store may, at any time and without notice, restrict, interrupt, or prevent use of the software, or delete the software from your mobile device, or require SAP to do any of the foregoing actions. Getting Support You can choose either of the following methods for reporting issues with the app: 1. Report an Incident For most app related issues, we recommend you report an incident. 1. Navigate to the screen where you are experiencing the issue. . 2. Select the Help menu 3. Select Report an Incident . 4. On the line, enter a short description of the issue. Then enter a full step-by-step description in Subject the space that follows. 5. The app automatically captures the screen you're on when you report an incident. Select whether or not to attach the screen shot. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 171 Sales Features

172 6. Select to highlight areas of the screen or add notes. When you're finished with your Annotate screen . annotations, select Done Done to submit the incident. 7. Choose how serious the issue is and then select menu by selecting You can track the status of your incidents from the . Help Track Incidents 2. Activate Logging For more serious issues, for example if the app crashes when you perform a specific action, we recommend you activate logging and send the report to support. . Support ) then select ( Settings 1. Select 2. Activate logging in the Support section. 3. Reproduce the problem. The application automatically creates, saves, and attaches the log to an e-mail, and proposes an e-mail address if you have set one as default (under Support E-Mail Address ). Send E-mail to complete and send this e-mail to your local 4. Return to the settings screen, and choose administrator, who can then try to assist you before contacting SAP support. 5. Deactivate logging when you are done, as the logging function may impair performance on your iPad. Security We recommend setting a passcode lock for your device, especially if you work offline, as data is stored on the device. , then select View Log . To check the data sync logs, select To delete stored data, do the following: Offline Setup . , then select 1. While online, select Clear all data 2. At the bottom of the settings screen, select . 3. Confirm that you want to delete all stored data from your device as well as your offline password by selecting . OK If you want to work offline after you've cleared all the data and your password, you just need to sync data again and setup a new offline password. SAML2 based SSO is supported in Cloud for Customer for iPad® . Steps to log in with SAML2 based SSO - Pre-requisite : Contact your system administrator to setup your (Identity Provider) IdP. 1. Go to the app settings on your iPad and turn on Enable SSO As the SSO is enabled, the SSO is automatically added to the system URL. 2. Switch to the login page to Log On. 3. Login with IdP user. Your application will be launched. Views and Further Tasks You may see some or all of the views described in the following sections, depending on how your user is configured in your solution. SAP Cloud for Customer 172 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

173 Feed and SAP Jam Feed If you use SAP Jam feed in your solution, then that will be the feed you see and use in the app. Feed is where you post and receive updates on your sources – the information and people that you need to complete your work. Feed updates are presented differently than other information in the system to optimize communications and collaboration with your colleagues. In the feed, you can post and delete your own updates, view a list of automatic updates from sources that you select and add comments to updates. Updates are displayed in sequential order with the most recent update at the top of the feed. screen or from the Feed You can post updates from the main Feed tab on an item details screen. in the item quick view or item header. The follow icon turns blue to indicate To follow a person or item, choose that you are now following the person or item. and the icon turns grey to indicate that you are no longer following To stop following a person or item, choose the person or item. You can use search and filters in the Feed view to narrow the list and find specific updates. Posting Feed updates Post . to open the feed update box. Type your update and select Select @ To mention a person or item, select . As you type, the app will suggest matches. . To send a private update, select You cannot tag feed updates on your iPad. Posting updates using SAP Jam For SAP Jam feed updates, the update box is already open. Type your update and then select Share . To mention specific people, type @ before their names. To post your update to a specific group, enter the group name in the group name lookup box. You cannot mention items, send private updates, or tag feed updates when using SAP Jam on your iPad. Navigating and Searching Views Views are basically work areas grouped by function. Select a view from the menu at the upper left of the screen. The name of the current view appears at the top center of the screen. to display or hide the view labels. Tap Lists When you select a view, the system displays a list of items. You can search the list for a specific item or narrow the list by selecting a filter. ● To search in a list of items, use the search box at the top of the list or open the advanced search by selecting ). the list search icon ( ● To apply a filter, choose the filter button above the list. The button name shows the current filter. ● To load more items, scroll to the bottom of the list, then choose more items . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 173 Sales Features

174 ● To view the items in a list format, choose . ● To view complete item details, tap the item in the list. ● To display just an item quick view, use a two-finger tap (iOS gesture). This allows you to flag or add an item to your favorites without the need to open the full details. ● In certain views (such as accounts, contacts, and service and repair) you also have the option of viewing items in the list by their location on a map. ○ . To view items on a map, choose ○ Choose an item in the list or a pin on the map to view item summary information. ○ Blue: Accounts in the list currently visible on the map ○ Red: Selected account ○ to center the map on your current location. Choose ○ Choose the tab button at the right of the list to hide or show the list, and see more or less of the map. Item Details ● at the top of the item details screen to edit information, such as the name or address of an account Tap or contact. ● menu is where you'll find the commands available for the item. The ● . You can capture a screen, add annotations, and e-mail it by selecting ● Also at the top of the item details screen, you'll find buttons for the following four functions: ○ ) Flag ( ○ ) Mark as Favorite ( ○ Follow ( ) ○ ) Tag ( These buttons also appear in the item summary area of the map layout. Tool Buttons The following tools are always available at the lower left of the screen: Description Tool If you have new notifications, the corresponding red number displays with the icon. Tap the icon to view your notifications. Tap an individual notification message to navigate to the corresponding item. Tap the icon to view your calendar of upcoming appointments, visits, and phone calls. From the calendar view, tap to create new ones. Tap the icon to create new items. The list of items available is based on the views you're assigned. Tap the icon to search for items by category. By default, the search is set to all categories. To select a specific item category, like accounts for example, choose Category , select your category and choose Done . Tap the icon to view your shelf containing the items you have flagged or marked as favorite. Tap the icon to define your offline settings, to sync before working offline, to sync once back online, and to view your sync log. Tap the icon to view tags. SAP Cloud for Customer 174 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

175 Tool Description Tap the icon to launch the analysis features. Tap the icon to log off, to access settings to enable support, and to launch the SAP Customer Insight for iPad app. Help Tap in the upper right corner of any screen to view the help overlay or to launch related how-to videos. Customers Customers view groups together Accounts , Contacts , Individual Customers , and Target Groups The . From the list or map, select an item to view the details. The tabs you see on a detail screen are based on your system authorizations, as are the fields you can edit or the items you can create. The table below outlines the tabs available on the account details, but many are the same for contact and individual customers as well. Actions Tab View and edit account details such as account name, status, and contact Details information. Overview Get a summary of important account information such as latest updates, account team members, and account address. Feed Read any feed updates that are associated with this account. You can also comment on feed updates here. Activities View activities that are associated with this account. You can also create appointments and tasks. Account Team Add employees to, or delete employees from the team responsible for this account. You can also modify the role of any employee assigned to this account. Relationships View defined interactions between this account and other entities, for example other accounts, or contacts. View, or add addresses that are associated with this account. You can Addresses also set the main address for the account. After adding an address, you can edit it to indicate that the address may be used for shipping or billing. Contacts Add contacts to, or remove contacts from, this account. You can also designate a contact as the primary contact for the account. Campaigns View campaigns. Sales Leads View or create leads that relate to this account. Opportunities View or create potential sales opportunities that relate to this account Attachments View attachments that relate to this account. Tickets View tickets associated with this account. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 175 Sales Features

176 Tab Actions View target groups Target Groups Registered Products View registered products for this account Target Groups Select a target group to view its details. For more information on target groups, refer to that section under below. Marketing People The Employees and Groups . People view groups together Employees Select an employee to view details. Actions Tab View employee details such as department, manager, and contact Details information Overview Get a summary of important information such as latest updates, group membership, and followers. Feed Read any feed updates posted by this employee. You can also comment on feed updates here. * Following View people and items you are following. (*only appears on your own employee record) * Followers See who is following you. (*only appears on your own employee record) Groups View groups to which this employee belongs, including SAP Jam groups. If you are viewing your own employee record, you can also create new groups. View defined interactions between this employee and other entities. Relationships Groups View Details Groups displays a list of SAP Jam groups. For more information, select a group in the list and choose . This opens the SAP Jam page in a browser window. You can find more information on using SAP Jam groups here . Sales The Sales view groups together Sales Leads , Opportunities , and Sales Quotes . Sales Leads Select a sales lead to view its details. The tabs you see for a sales lead are based on your system authorizations, as are the fields you can edit or the items you can create. Tab Actions Details View lead details such as account, primary contact and status. SAP Cloud for Customer 176 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

177 Tab Actions Get a summary of important information such as latest updates, contacts Overview and products associated with this lead. Feed Read any feed updates that are associated with this lead. You can also comment on feed updates here. View, add, or remove products that relate to this lead. Products Activities View activities that are associated with this lead. You can create and manage appointments, tasks, phone calls and e-mails. Add or remove contacts that relate to, this lead. You can also designate Contacts a contact as the primary contact for this lead. Sales & Marketing Team Add or remove marketing team members for this lead. You can designate an employee as the employee responsible for this lead. Add or remove other employees or contacts who play a role in the lead. Involved Parties View opportunities created from this lead. Opportunities Attachments View and add attachments that relate to this lead. You can accept or decline a lead that has been assigned to you by choosing at the top of the screen and selecting Accept or Decline . Convert a qualified lead to an opportunity by choosing and selecting Convert to Opportunity . Opportunities In you can view and edit opportunities. Opportunities represent potential sales. You can add Opportunities competitors to opportunities. This information can be used later in analysis. Select an opportunity to view its details. The tabs you see for an opportunity are based on your system authorizations, as are the fields you can edit or the items you can create. Item View Actions Details View opportunity details such as account, primary contact and status. Overview Get a summary of important information such as latest updates, contacts and products associated with this opportunity. Read any feed updates that are associated with this opportunity. You can Feed also comment on feed updates here. Products View, add, or remove products that relate to this opportunity. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 177 Sales Features

178 Item View Actions View activities associated with this opportunity. You can create and Sales Activities manage appointments, tasks, phone calls and e-mails. You can also view appointments, phone calls, and tasks for an opportunity ), select . Activities Timeline on a timeline. From the actions menu ( ● Each activity is color-coded according to status. ● To zoom in on activities, adjust the time scale using the sliding bar below the timeline. ● To change which activity types display on the timeline, select . View, add, or remove competitors that relate to this opportunity. Competitors Add employees to, or remove employees from the team responsible for Sales Team this opportunity. You can also assign the employee responsible for this opportunity. Add or remove contacts that relate to, this opportunity. You can also Contacts designate a contact as the primary contact for the opportunity. Involved Parties View other employees or contacts who play a role in the opportunity. Attachments View attachments that relate to this opportunity. * Sales Documents View sales quote or sales order documents generated by your SAP ERP system. (*only available with SAP ERP integration) Sales Quotes Select a sales quote to view its details. The sales quote opens directly on the Products tab where you can quickly add products to the quote. 1. Add Products screen. to open the Tap 2. Choose one of the following options for adding products: ● + Add Product Type the product name or ID to search for a specific product. ● All Products Choose from the available categories to drill down to the product or products you want to add. ● Previous Quotes Search for previous quotes to add all the products from that quote. ● Product Lists Search for a product list to add to the quote. 3. Save your entries. ) in the header to submit or copy the sales quote, set progress, preview the current quote Use the actions menu ( in Adobe Acrobat (PDF) format, or edit the output settings. From the details screen, you can select the following tabs for a sales quote: Item View Actions Details View quote details such as account, primary contact and status. Overview Get a summary of important information such as latest updates, involved parties and products associated with this sales quote. SAP Cloud for Customer 178 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

179 Item View Actions View, add, or remove products from this quote. Products Involved Parties View, add or remove other business partners who play a role with this sales quote. Sales Documents View and create related sales quotes. Attachments View and add attachments that relate to this quote. Activities View activities associated with this quote. You can view e-mails, and create and manage appointments, tasks, phone calls. Feed Read any feed updates that are associated with this quote. You can also comment on feed updates here. Activities Activities view groups together Appointments , E-Mails , Phone Calls and Tasks . The Marketing , and view groups together Campaigns , Target Groups Marketing Leads . The Campaigns Select a campaign to view its details. Actions Tab Details View campaign details such as name, type and target group. Get a summary of important account information such as latest updates, Overview response options, and activities, leads, and Opportunities generated by this campaign. Feed Read any feed updates that are associated with this campaign. You can also comment on feed updates here. View, add and edit response options for this campaign. Response Options View information on the deployment of this campaign. Execution Details Respondents View the responses generated by this campaign. Leads View leads generated by this campaign. Sales Leads View sales leads generated by this campaign. Opportunities View potential sales opportunities that are generated by this campaign Sales Quotes View and add sales quotes related to this campaign. Activities View activities that are associated with this campaign. You can also create phone calls and e-mails. Attachments View attachments that relate to this campaign. Target Groups Target groups are used to segment your market and to target the right customers or prospects for each campaign. You create target groups with members from your existing customer and prospect database. Select a target group to view its details. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 179 Sales Features

180 Tab Actions View target group details such as name, status and notes. Details Overview Get a summary of important account information such as latest updates and members of this target group. Read any feed updates that are associated with this target group. You can Feed also comment on feed updates here. Members View and edit details of members of this target group. Campaigns View campaigns associated with this target group. to set the target group status, create a new campaign for this target group or copy the group. Choose Leads Select a lead to view its details. Actions Tab Details View lead details such as account, primary contact and status. Get a summary of important information such as latest updates, contacts Overview and products associated with this lead. Feed Read any feed updates that are associated with this lead. You can also comment on feed updates here. Products View, add, or remove products that relate to this lead. Activities View activities that are associated with this lead. You can create and manage appointments, tasks, phone calls and e-mails. Conversion Shows objects to which this lead has been converted. For example, Sales Leads or Opportunities. Attachments View and add attachments that relate to this lead. Competitors The view groups together Competitors and Competitor Products . Competitors Competitors Select a competitor to view the details. at the top of the screen to set a competitor as active or obsolete or to block a competitor. Choose Actions Item View Details View competitor details such as status, classification and contact information. Get a summary of important information such as latest updates and Overview opportunities associated with this competitor. Feed Read all feed updates that are associated with this competitor. You can also comment on feed updates here. Products View, and manage products that are associated with this competitor. SAP Cloud for Customer 180 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

181 Item View Actions View potential sales opportunities that you are trying to win from this Opportunities competitor. Attachments View and add attachments that relate to this competitor. Competitor Products Select a competitor product to view its details. Tab Actions Details View product details such as price, competitor and equivalent product. View attachments that relate to this competitor product. Attachments Products The view groups together Products , Product Lists , and Registered Products . Products Products Select a product to view its details. Actions Tab Details View product details such as code, category and unit of measure. Overview Get a summary of important information such as latest updates, quantity conversion and price list entries associated with this product. Feed Read any feed updates that are associated with this product. You can also post and comment on feed updates here. Attachments View attachments that relate to this product. Sales See sales for this product. You cannot create a product on your iPad. Product Lists With product lists, you can combine a set of products and associate it with one or more accounts. This allows you to quickly add products to a sales quote for example by selecting the list rather than each individual product. Select a product list to view the details. Tab Actions Details View information such as the list status and validity dates. Overview Get a summary of important information such as latest updates, products, and accounts associated with this product. Products View and add products. Accounts View and add accounts. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 181 Sales Features

182 Tab Actions Read any feed updates that are associated with this product. You can also post and comment on feed updates Feed here. Registered Products A registered product is one that is associated with a specific customer and for which you have recorded a unique serial number. When a ticket is created, the registered product information allows you to identify the unique customer product and the current valid warranty. You can view the list of registered products using the list or map view. Select from several filters to narrow the list, including filters based on warranty status. to register a product. Choose Select a registered product to view its details. Visits Visits view groups together Visits , Visit Planner The Tours . , and There's a video that covers these features: Start Here for Retail Execution. Tap , select the how-to videos link and then the video. Customer Service Select a ticket to view its details. Actions Tab View and edit ticket details. Details at the top of the ticket details screen to edit information. Tap Also located at the top of the item details screen, is the button. This is where you can select from options that allow you to do the following: ● Respond to the customer ● Set ticket assignment ● Escalate the ticket ● Add an internal note ● Capture a signature ● Preview and generate a ticket summary Feed Read any feed updates that are associated with this ticket. You can also comment on feed updates here. Interactions View the history of a ticket including notes made by agents and comments made by customers taken from e-mail and social media Web sites. Tasks Add and view any tasks related to the ticket. Attachments Add and view attachments associated with this ticket. Solution Finder Search for articles related to the ticket. To attach an article to your response, tap and select the response option you'd like to use, for example Tweet Link or E-Mail Link . SAP Cloud for Customer 182 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

183 Tab Actions Create and view follow-up documents, like quotes or opportunities, Follow-Up Documents related to the ticket. To create a new item, tap and select the item to create, for example Create Ticket Create Quote . or Contracts Select a contract to view its details. Tab Actions View contract details. Details If you have authorization to edit the contract, tap at the top of the contract details screen to edit information. button. This Also located at the top of the item details screen, is the is where you can select from options that allow you to change the contract status, copy, and preview the contract. Overview Get a summary of important information such as covered objects and related tickets associated with this contract. Covered Objects View and add products and registered products assigned to the contract. Related Tickets View the tickets related to this contract. Related Contracts View and create other contracts related to this contract. Involved Parties View and add the various parties associated with the contract, like the account or contract administrator. Notes View and add notes to the contract. To add/edit notes, tap . Attachments View and add attachments associated with this ticket. Sales Quotes View any sales quotes associated with the contract. Service and Repair Select a work ticket to view its details. Actions Tab Details View and edit ticket details. Tap at the top of the ticket details screen to edit information. Also located at the top of the item details screen, is the button. This is where you can select from options that allow you to start or finish work, create follow-up items, capture a signature, and preview a summary of the ticket. General Data Select a filter for the list to view information such as the timeline, service categories, or affected products for a ticket. Feed Read any feed updates that are associated with this ticket. You can also comment on feed updates here. Add and view the services and parts assigned to the ticket. Services and Parts To track work progress for a particular item, tap and select the option that applies, for example Start Work or Finish Work . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 183 Sales Features

184 Tab Actions View the various parties associated with the work ticket, like the account Involved Parties or ship-to party. Notes Add and view notes for the ticket. To add or edit notes, tap . Attachments Add and view attachments associated with this ticket. Related Items View related and follow-up documents, like quotes or other tickets, associated with the ticket. View the change history for the ticket. Changes Library The library shows documents uploaded to your system. Select a document to open the details screen. From the details screen, you can select the following tabs for a document: Actions Tab View document details such as creator, date changed and version. Details Get a summary of document information: latest updates and versions. Overview View version history for this document. Versions Tap a version of the document to open it. Partner Contacts Quickly view partner contact records from all or just active partner accounts and add new partner contacts. The tabs you see on the detail screen are based on your system authorizations, as are the fields you can edit or the items you can create. Tab Actions Details View details such as partner name, status, and contact information. Get a summary of important information such as latest updates, partner Overview contacts, and addresses. Feed Read any feed updates that are associated with this partner. You can also comment on feed updates here. Relationships View defined interactions between this partner and other entities, for example other accounts, or contacts. Addresses View, or add addresses that are associated with this partner. You can also set the main address for the partner. Partner Contacts Add contacts to, or remove contacts from, this partner. You can also designate a contact as the main contact for the partner. View sales leads that involve this partner. Sales Leads Opportunities View sales opportunities involving this partner. Attachments View or add attachments for this partner. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 184 Sales Features

185 Analysis Working With Reports Worksheets provide you with an area on which you can analyze data in reports in more detail, filter data, enhance reports with notes and annotations, resize, and send reports via e-mail. You can add and arrange one or more reports on a worksheet. You can also use the paperclip as a clipboard to which you can drag reports for later use. Functions: ● Adding Reports Add Report icon. For more information about To view reports that can be added to a worksheet, choose the a relevant report, see the Analytics document in the SAP Cloud for Customer Help, and select the relevant application area. ● Refresh icon. To refresh the data in the report, choose the ● Options: Options Allows you to change views and variables or to switch to other chart icon types. icon Info Displays information about the report, such as report description, name of the selected view, selected variables, and so on. Calendar icon Allows you to change the time interval for which data in the report is displayed. Note that this function is only available if the selected report has a variable that supports time intervals. ● You can arrange a report on a worksheet by dragging the report to the desired location. ● By using the pinch and spread gesture, you can change the size of the report. ● You can flip between a table and chart view of a report by selecting the Table icon and the Chart icon respectively. ● You can scroll the display details of a report using two fingers. ● Changing Display Details If you have a report with a large amount of data, you can change the display details, that is, the data records that are displayed. To change the display details, select the report. The report is then highlighted. You can scroll to view different display details. Note that in the chart view, you can also scroll the legend and the captions. In the table view, to change column width, tap the column header to select the column and use the Column Width icon at the top of the column. In the chart view, you can change the display details by using the pinch and spread gesture. Filtering Data The following options are available for filtering data: ● Filtering Report Data 1. To display filtered data as a table or chart, select the report. The report is then highlighted. 2. Select the data in the row in the table or the segments items in the chart. You can select multiple rows or segments by tapping 3. Tap and hold until the table icon appears. 4. Drag the selection to an area in the worksheet. The filtered data is then displayed. ● Filtering Using Criteria from Another Report If you have two reports, you can filter using criteria from one report. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 185 Sales Features

186 1. Open both reports on a worksheet. 2. Select one or more lines in a table or one or more segments in a chart, as described above, to the other report. For example, you have two reports: Top 25 Suppliers and Purchase Order Tracking. To filter data by a supplier, drag a supplier from Top 25 Suppliers to the Purchase Order Tracking report. ● Displaying Data in Columns as Pie Chart To display filtered data as a pie chart, select a column in the table and drag it to an empty area on the worksheet. For example, for the Project Costs – Line Items report, you can display the Amount in Company Currency by Business Document Type as a pie chart. Annotations and Notes To add annotations and notes, select the Add Notes icon. You can also send reports using e-mail and add a voice note to the e-mail. Organizing Worksheets You can create new worksheets by swiping the current worksheet. To organize your worksheets, select the My Worksheets button. All of your worksheets appear. You can manage your worksheets or stack of worksheets by long tapping the screen or by tapping the Edit button. You can then change the order of the worksheets and stacks, create stacks, rename or delete worksheets and stacks. ● Stacks You can collect worksheets into stacks by tapping a worksheet and dragging it to another one. This is useful, for example, if you want to collect worksheets by topic. You can expand or collapse a stack using spread or pinch accordingly. ● Name/Rename To name or rename a worksheet or stack, tap the name. A keyboard appears on which you can enter a new name or change the existing one. ● Delete To delete worksheets or stacks, long tap a worksheet. You delete the worksheet or stack by taping the Delete icon. Compare Versions of Reports on Worksheets To compare versions, you must ensure that you have enabled the Store Data option. For more information about storing data, see the Security section. When you compare versions, you compare one version of a report, such as the current version, with a version containing historical data that is stored on your device. The versions available to compare are the version that you have used previously. Using the Compare icon, you can compare two versions of reports on worksheets. A timeline at the bottom of the screen appears. You can zoom the timeline in and out and return to today’s date. In the timeline, versions of the report are available chronologically. In the timeline, sheets appear to indicate the availability of a version of the report. Multiple lines and sheets within a given time interval indicate that multiple versions of the report are available. SAP Cloud for Customer 186 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

187 In the comparison area, the selected version of the worksheet is highlighted, and you can choose a version to drop to the left of the selected version or drop on sheet. You can also drop a version to the right of the selected report and the selected report is moved to the left. Note that if after you have dropped a version of a report to the comparison area, and the report is grayed out, there is no data to compare with the other version. If there are multiple reports on the worksheet, you can double tap one to focus. Highlight Changes , changes to the data are highlighted, making it easier for you to analyze your reports. By tapping You can define the significance of the deviation in the changes to the data by using the slider at the bottom of the screen. Copyright/Trademark iPad and iTunes, are trademarks of Apple Inc., registered in the U.S. and other countries. 3.20.3 SAP Cloud for Customer for iPhone® With this mobile application, you can access many of the main functions of the solution that have been tailored to business on-the-run. These include managing accounts, contacts, and activities; leads, opportunities and sales ® are automatically quotes; forwarding tasks; and viewing personalized reports. Changes made on your iPhone updated in the system over the Internet, online and in real time. Information For Administrators You need to ensure that for each mobile work center view to be accessed on a mobile device, the user of the mobile device is assigned the related desktop work center view. Work centers and views are assigned via or General Settings Business Roles Administrator Business Users . For information on adding existing extension fields to a mobile view, see Adding Extension Fields to Smartphones and Tablets. You can also make your custom reports available for mobile use by selecting the Enable for Mobile Device option for the report. The following reports have been designated for mobile use in the standard solution: Lead by Status , Sales Effectiveness Scorecard , , Opportunity Pipeline Analysis , Sales Reps by Revenue Won , Sales Lead Conversion Rate , Average Sales Cycle , Pipeline Analysis for next 12 Months , Pipeline Health Scorecard , Reps by Revenue in Pipeline Pipeline Funnel and Sales Summary (Current Year) . Installation, Support, and Security Install the SAP Cloud for Customer application for iPhone from the iTunes Store. Start the application on your device then proceed as follows: 1. Choose Options . 2. Enter the URL to your system. For example, https://[tenant].[domain].com SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 187 Sales Features

188 3. Return to the logon screen to enter your user and password, and choose Log On . If you do not have the information required for these settings or you have continued problems logging on to the application, contact your system administrator for assistance. SAP does not warrant that the software and/or features as described herein will be available without interruption or permanently. SAP draws your attention to the fact that the availability is subject to the sole discretion of the operator of the app store. The operator of the app store may, at any time and without notice, restrict, interrupt, or prevent use of the software, or delete the software from your mobile device, or require SAP to do any of the foregoing actions. Getting Support To get support for technical errors, follow this standard support process. First, activate logging in the Support section Settings of the screen, then reproduce the problem. The application automatically creates, saves, and attaches the log to an e-mail, and proposes an e-mail address if you have set one as default. Choose Send Support Information to complete and send this e-mail to your local administrator, who can then try to assist you before contacting SAP Support. Ensure that you deactivate logging when you are done, as the logging function may impair performance on your iPhone. Security . SAML2 based SSO is supported in Cloud for Customer for iPhone® Steps to log in with SAML2 based SSO - Pre-requisite : Contact your system administrator to setup your (Identity Provider) IdP. 1. Go to the app settings on your iPhone and turn on Enable SSO As the SSO is enabled, the SSO is automatically added to the system URL. 2. Switch to the login page to Log On. 3. Login with IdP user. Your application will be launched. Views and further tasks Home When you open the app, your screen is displayed and includes a subset of the tiles assigned to your home Home page in the desktop solution. Changes you make to your home page in the solution are also reflected on the home screen in the app. Tap a tile to open the report or KPI details. and select a view. To navigate to the other app screens, tap Searching And Navigating When you call up an overview, the system automatically lists your documents or other records in alphabetical or chronological order. In many cases, you can switch to a list of all available documents or other records. You can filter any list by entering a search term manually. The application supports a wild card search with asterisks (*). SAP Cloud for Customer 188 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

189 Data will usually be refreshed as you navigate from one screen to the next. However, in some situations you may have to manually refresh the displayed data using the application’s pull down refresh function. For example, you may have to use the refresh function to view the very latest feed updates. Most views include filter buttons above the results list. These buttons let you display, for example items belonging to you, or to your team. Feed and SAP Jam Feed If you use SAP Jam feed in your solution, then that will be the feed you see and use in the app. Feed Use the filters on the Feed overview to select the feed updates you wish to view. . To create a new feed update, tap Tap an update to view details. You cannot mention people or items, send private updates, or tag feed updates created on your iPhone. SAP Jam Feed If your system is set up to support it, you can also access your SAP Jam feed directly from the app. Share To post an SAP Jam feed update, type your update and then select @ before . To mention specific people, type their names. To post your update to a specific group, enter the group name in the group name lookup box. Accounts You can display, edit and create accounts. In the Accounts view, a colored indicator next to an account shows the status of the account in the system: a green light indicates that the account is active; a red light indicates that the account is blocked. A grey or unlit indicator means the account is obsolete. A red indicator does not stop you from processing the account on your iPhone. To create a new account in the accounts list, tap + . In the overview, account address information and communication details are displayed on the General tab. Tap the pin icon next to the address to display it in your iOS map. You can also: ● Call a customer by choosing the telephone number ● Send an e-mail by choosing the e-mail address ● Open the account Web site by choosing the hyperlink ● Create a follow-up activity, or edit the account information by tapping the actions button in the top right corner. On the Contacts and Activities tabs, you can search for, display, and edit contacts or activities for the account. Select the contact or activity to open an overview. Here you can access contact information and communication details, as well as activities related to this specific contact, or to the account in general. ERP Docs to view sales quote or sales order documents generated by your SAP ERP system. Note: this tab does Tap not contain any data unless your system has been configured to integrate sales documents from your SAP ERP system. Contacts You can display, edit and create contacts. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 189 Sales Features

190 Contact address information, communication details, and activities are displayed in the overview. To change a contact’s general data tap the actions button in the top right corner, then tap or to create a new contact, tap + Edit and enter the contact's name, address, communication and other details. If you create a new contact for an existing account, you can search for and select the account ID of the account in field. the Account/Partner Opportunities and Leads You can display, edit and create opportunities and leads. In the Leads , and Sales Leads views, you can access worklists of opportunities and leads. Opportunities , Select one to check the details, change data, or create related follow-up activities and documents. Edit to accept or decline a lead that has been assigned to you, create an opportunity from a lead, change the Tap chance of success, or status, of an opportunity, or follow feed updates for a lead or opportunity. ERP Docs to view sales quote or sales order documents generated by your SAP ERP For opportunities, you can tap system. Note: this tab does not contain any data unless your system has been configured to integrate sales documents from your SAP ERP system. Using the Business Card Scanner to Create Leads Prerequisite Your company has purchased the necessary licenses and your administrator has made the appropriate settings to activate the business card scanner. For more information, your administrator should see Getting Started for SAP Cloud for Sales and Marketing Administrators. 1. Go to Leads . Actions 2. Tap Scan . , then choose The phone's camera is activated. 3. Center the business card that you'd like to scan on the screen and take the picture. 4. Check the image. If it is clear and legible, tap Use Photo . The app transfers the information from the business card to the appropriate fields to create the lead. 5. Confirm or adjust the information as necessary, and save the lead by tapping Done . The information from the business card now appears a contact under your leads. Sales Quotes You can display, edit, create, and submit sales quotes. From the view, you can choose either your list of open quotes or your team's. Sales Quotes Select one to check the details, change data, or create related follow-up activities. To edit the quote, tap the actions button and then Edit . The following actions are available: ● next to the product you want to remove. To remove a product, go the Products tab and tap ● To add a product to the quote, go to the Products tab and tap the actions button and choose Actions then Add Row . Select the product to add before saving your changes. ● To submit a sales quote for approval, tap the actions button and choose Submit . then Actions Activities You can display, edit and create activities. Edit . You can also create To change an activity, in the overview, tap the actions button in the top right corner, then tap and selecting the relevant activity type. The system proposes values Activities list by tapping a new activity in the for many of the fields, for example: organizer, dates and times, category and priority. You can manually change these values, and search for and select other values, such as an account and contacts for the activity. SAP Cloud for Customer 190 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Sales Features

191 Today’s Appointments In the view, you can review and edit your appointments for the current day. You can also add Today’s Appointments new appointments here. Tickets You can display, edit, and create tickets. To create a ticket, from the list of tickets tap . to edit the ticket. Select a ticket to view the detail and tap Reports Select a report to open the report and display it in graph form. Tap the sprocket icon to review and activate your default or personalized views on the report, select a variant, to sort the report by date, activate and deactivate the filter, and sort the report values in ascending or descending order. To zoom in the graph, double tap on the graph. There are two zoom levels. On the top level, you can scroll right or left in the graph. On the bottom level, you can scroll up and down on the values and key figures. Work Tickets You can display, edit and create work tickets. You can also create follow-up sales quotes and tickets. Create a follow-up item, or edit the ticket information by tapping the actions button in the top right corner. Copyright/Trademark 3.20.4 SAP Customer Insight for iPad® SAP Customer Insight makes you smarter with breaking news and sales information for your accounts that matter most. You view this information as an engaging digital magazine providing real-time customer information in an interactive format. Installing The Application Install from the iTunes Store. Launch the application, select Options , and do the SAP Customer Insight for iPad following: ● Enter the URL for your backend system (stopping at the .com ). ● Offline access password and enter a password. To enable offline use, switch on ● If your solution is set up to support it and you have an account, you can switch on your SAP Jam feed under Optional Features . ● SAP recommends that you enable the Passcode Lock on your iPad when using SAP Customer Insight (In the iPad Settings app, General section). Choose to return to the logon screen, enter your user and password, and choose Logon . Done If you do not have the information required for these settings or you have problems logging on, contact your system administrator. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 191 Sales Features

192 SAP does not warrant that the software and/or features as described herein will be available without interruption or permanently. SAP draws your attention to the fact that the availability is subject to the sole discretion of the operator of the app store. The operator of the app store may, at any time and without notice, restrict, interrupt, or prevent use of the software, or delete the software from your mobile device, or require SAP to do any of the foregoing actions. Getting Support To get support for technical errors, use the following standard support process: 1. Open the screen. Options 2. Enter a Support E-Mail Address . Logging . 3. Activate 4. Reproduce the problem. The application automatically creates, saves, and attaches the log to an e-mail. Send Log 5. Return to the options screen, and choose to complete and send this e-mail to your local administrator, who can then try to assist you before contacting SAP support. 6. Deactivate logging when you are done, as the logging function may impair performance on your iPad. Frequently Asked Questions What information is available while working offline? While using the app offline, you can access the following: ● First level tiles except Feed and Shelf ● Default view of report details ● Dashboards After logging on, you should stay online for a few minutes–to allow all the dashboards time to cache– before going offline. What determines the contents of the news area? The news stories you see are related to the accounts in your activities list. This provides up to date information about accounts you will be dealing with in the near future. How do I rearrange the items on the home screen? Tap and hold a tile, then drag and drop just like app icons on the iOS home screens. Can I group tiles? You can group tiles by dragging and dropping one on top of another—this creates a group to which you can continue adding more tiles. Drag a tile out of the group to remove it from the group. Drag tiles around within the group to reorder them—the first tile of the group is the one displayed on the home screen. Can I change the information that appears on the home screen? Tap the icon at the top right corner of the screen and select . This opens a list of available reports Personalization to add a report, tap to remove a report. You can also remove a tile that you can add to the home screen. Tap from the home screen by tapping and holding, then tap the close icon at the upper left of the tile. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 192 Sales Features

193 In addition to the default reports, your administrator can create custom reports for your organization. Where do I find my SAP Jam feed? Activities on the expandable pane at the left side of If you've switched on your SAP Jam feed, you'll find it along with the home screen. How do I change the appearance of a tile on the home screen? Tap and hold on a tile, then tap to choose from the tile types available for that report. Can I resize the tiles? Reports represented by a chart tile can be stretched to occupy the space of two tiles, either horizontally or vertically. Use a pinch gesture to resize a chart tile. When I open the Win Ratio report, why do I also see in process and open opportunities? When the report first opens it shows all opportunities for the current quarter. To view won or lost opportunities for a specific month, tap a bar in the chart. Copyright/Trademark iPad and iTunes, are trademarks of Apple Inc., registered in the U.S. and other countries. 3.20.5 VIDEO: SAP Customer Insight for iPad® Video SAP Customer Insight for iPad® (4m 11s) Find out how to work with tiles, view report details, and personalize your dashboard with SAP Customer Insight. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 3.20.6 VIDEO: Navigation and Feed for iPad® Video (5m 42s) Navigation and Feed for iPad® ® Find out how to navigate to different views and use the feed and toolbars in SAP Cloud for Customer for iPad . You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 193 Sales Features

194 ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 3.20.7 VIDEO: Creating Items on iPad® Video Creating Items on iPad® (4m 46s) Find out how to create and edit items on SAP Cloud for Customer for iPad®, including how to convert a lead to an opportunity. You are entering a site that is not hosted by SAP. By using such links, that unless expressly stated YOU AGREE otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 3.20.8 VIDEO: Working with iPad® Offline Mode Video (5m 17s) Working with iPad® Offline Mode ® app in offline mode. Find out how to use the SAP Cloud for Customer for iPad YOU AGREE that unless expressly stated You are entering a site that is not hosted by SAP. By using such links, otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 194 Sales Features

195 4 Service Features 4.1 SAP Cloud for Service: Process Overview You offer support through different communication channels such as e-mail, social media or phone calls to help customers get the maximum value from the product or service they have purchased. Agile customer service organizations are proactive and anticipate customer needs. You want to exceed customer expectations and drive the best customer service in your industry. One way you and your customers are achieving this goal is through the rapid deployment of SAP Cloud for Service. ● Incoming Communications The process usually begins with an incoming customer communication. Customer service organizations need to provide choice in the way they offer support to customers, which means the ability to support different communication channels of contact, for example, e-mail, social media accounts, phone calls, and live chat. ● Processing After customer contact, some steps are applied either automatically by the system or manually by certain roles in the customer service organization to make sense of the customer communication. This could mean text analysis for sentiment and keyword detection in the case of social media, or real-time lookup of matching customer information for a phone call. The end result is a ticket that describes the customer issue, identifies the customer, and a specific product. Additionally, the ticket could classify the problem, as well as what caused the issue. The ticket could specify how quickly the problem must be resolved and any keywords that describe the problem. ● Resolve Issue A critical step in the overall process resolving the issue that caused the customer to contact service. If it is a simple inquiry, the agent may only need to provide an answer. In more complex cases, the agent may need to work in other systems to initiate a business process based on the customer request or order. Ease of use is critical for the agents. Ease of use translates into positive interactions with customers. The solution allows agents to provide the customers at the right time. ● Response After the agent has analyzed the customer issue, the agent needs to respond to the customer. The system has the flexibility to respond either in the original communication channel or switch to a new method of communication. ● Close At the end of the service process, the ticket is completed by the agent, and in some cases may allow the customer to confirm that the issue really has been resolved. This is the point where individuals, managers, or teams can reflect on whether the process can be improved. The system supports this through analytics that provide feedback to the organization on whether they are meeting their own performance goals or benchmarks. SAP Cloud for Customer 195 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Service Features

196 4.2 VIDEO: Start Here for Service Video (6m 28s) Start Here for Service Find out how to use SAP Cloud for Service. YOU AGREE that unless expressly stated You are entering a site that is not hosted by SAP. By using such links, otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 4.3 VIDEO: Start Here for Service and Repair Video (1m 43s) Start Here for Service and Repair Find out how to use SAP Cloud for Service to engage customers at every service touch point, from creating the initial service order to completing the work by the field service agent. You are entering a site that is not hosted by SAP. By using such links, that unless expressly stated YOU AGREE otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 4.4 Customer Service 4.4.1 Queue Customer Service , you can see a list of open and in process tickets. You can use the tools in the Queue In Queue to process customer tickets. To see a list of all tickets, including completed tickets, go to Customer Service Tickets . Not all ticket processing options and channels are available for Employee Support. SAP Cloud for Customer 196 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

197 Ticket Tasks To work on a ticket, you must first select it by highlighting the ticket without choosing any of the links. You key. Ctrl can select multiple tickets by holding down either the Command or the The following table lists tasks that you can perform on any ticket: Result Task Procedure The status of the ticket is updated. Change the status of a ticket. 1. icon. Actions Choose the Set Status... 2. Select 3. Select the appropriate status from the dropdown list. Change the priority of a ticket. The priority icon changes according to 1. Choose the Actions icon. your selection. 2. Select Set Priority... . 3. Select the appropriate priority from the dropdown list. The ticket is set to the Set As Irrelevant Set a ticket as irrelevant. 1. icon. Actions Choose the status and removed from all queues. 2. Select . Set As Irrelevant 3. Choose Yes in the Confirm window. Ticket Relevance Escalate a ticket to a supervisor or status. Escalated The ticket is set to 1. icon. Choose the Actions Escalated tickets may be assigned to a subject matter expert. . Escalate 2. Select supervisor or designee depending on in the Confirm Yes 3. Choose your system settings. window. Escalation De-escalate a ticket. 1. Choose the Actions icon. 2. Select De-escalate . 3. Choose Yes in the Confirm De- escalation window. Assign a ticket to yourself. The ticket is assigned to you and moved 1. Choose the Actions icon. to your queue. , select Me . 2. Under Assign To SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 197 Service Features

198 Task Procedure Result The ticket is assigned to the specified Assign a ticket to another agent or 1. Actions Choose the icon. agent or team. another team. Team... or Agent... 2. Select . 3. Complete one of the following options: ● Enter the name of the agent or team. ● Search for an agent or team by choosing the Value icon. Select Selection the agent or team from the options presented. OK 4. Choose . Add a note to a ticket. When the ticket is opened in the agent 1. icon. Choose the Actions workspace, the note appears in the . Add Note 2. Select Interactions section. 3. Enter your note. Save . 4. Choose The following table lists tasks that you can perform in any ticket: Result Procedure Task You can create tickets and sales quotes Create follow up items for a ticket. to create follow up tasks so you can complete a ticket. 1. Open a ticket and choose . Follow Up 2. Select , Create Create Ticket Sales Quote , Create Opportunity or Create Lead. . 3. Enter all necessary information and save your changes. You can view the follow-up items created for the ticket in Related Items . Follow-up items are indicated by an arrow that points away from the ticket you are working on. SAP Cloud for Customer 198 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

199 Task Procedure Result Create a PDF 1. To create a PDF from the ticket open the ticket and under Customer select Overview the language you want to use in the PDF. 2. Then click Summary Preview . Another window with the ticket PDF preview opens. Now you can print it out or save a PDF on your local machine to send it as e-mail to the customer. 3. When you click Generate the Summary system creates automatically an attachment that can be found on the Attachments tab. When the ticket is in approval you are Submit ticket for approval. If approval is activated in your system a only able to create follow-ups or add ticket will go in approval as soon as one internal notes. of the defined conditions are met. You For more information, see Enabling will then get a warning message and the Approval Processes in the Administrator ticket either goes into approval after Guide. saving or you have to submit it manually by clicking Approval Submit for . Approval If you have to withdraw the approval for Withdraw ticket from approval. any reason you can do this by clicking Approval Withdraw from Approval . See Also Start Here for Service [page 196] About Worklists [page 48] 4.4.2 Tickets In Customer Service Tickets , you can see a list of all customer tickets, including completed tickets. You can use the tools in the to process customer tickets. Tickets For a list of only the open and in process tickets, go to Customer Service Queue . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 199 Service Features

200 Not all ticket processing options and channels are available for Employee Support. Ticket Tasks To work on a ticket, you must first select it by highlighting the ticket without choosing any of the links. You key. can select multiple tickets by holding down either the Command or the Ctrl The following table lists tasks that you can perform on any ticket: Result Task Procedure The status of the ticket is updated. Change the status of a ticket. 1. icon. Actions Choose the Set Status... 2. Select 3. Select the appropriate status from the dropdown list. Change the priority of a ticket. The priority icon changes according to 1. Choose the Actions icon. your selection. . Set Priority... 2. Select 3. Select the appropriate priority from the dropdown list. Set a ticket as irrelevant. Set As Irrelevant The ticket is set to the 1. icon. Choose the Actions status and removed from all queues. Set As Irrelevant . 2. Select 3. Choose Confirm Yes in the Ticket Relevance window. Escalate a ticket to a supervisor or status. Escalated The ticket is set to 1. Choose the Actions icon. Escalated tickets may be assigned to a subject matter expert. . Escalate 2. Select supervisor or designee depending on Yes Confirm in the 3. Choose your system settings. window. Escalation De-escalate a ticket. 1. Choose the Actions icon. 2. Select De-escalate . 3. Choose Yes in the Confirm De- escalation window. Assign a ticket to yourself. The ticket is assigned to you and moved 1. Choose the Actions icon. to your queue. , select Me . 2. Under Assign To SAP Cloud for Customer 200 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

201 Task Procedure Result The ticket is assigned to the specified Assign a ticket to another agent or 1. Actions Choose the icon. agent or team. another team. Team... or Agent... 2. Select . 3. Complete one of the following options: ● Enter the name of the agent or team. ● Search for an agent or team by choosing the Value icon. Select Selection the agent or team from the options presented. OK 4. Choose . Add a note to a ticket. When the ticket is opened in the agent 1. icon. Choose the Actions workspace, the note appears in the . Add Note 2. Select Interactions section. 3. Enter your note. Save . 4. Choose The following table lists tasks that you can perform in any ticket: Result Procedure Task You can create tickets and sales quotes Create follow up items for a ticket. to create follow up tasks so you can complete a ticket. 1. Open a ticket and choose . Follow Up 2. Select , Create Create Ticket Sales Quote , Create Opportunity or Create Lead. . 3. Enter all necessary information and save your changes. You can view the follow-up items created for the ticket in Related Items . Follow-up items are indicated by an arrow that points away from the ticket you are working on. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 201 Service Features

202 Task Procedure Result Create a PDF 1. To create a PDF from the ticket open the ticket and under Customer select Overview the language you want to use in the PDF. 2. Then click Summary Preview . Another window with the ticket PDF preview opens. Now you can print it out or save a PDF on your local machine to send it as e-mail to the customer. 3. When you click Summary Generate the system creates automatically an attachment that can be found on Attachments tab. the When the ticket is in approval you are If approval is activated in your system a Submit ticket for approval. only able to create follow-ups or add ticket will go in approval as soon as one internal notes. of the defined conditions are met. You For more information, see Enabling will then get a warning message and the Approval Processes in the Administrator ticket either goes into approval after Guide. saving or you have to submit it manually Submit for Approval by clicking . Approval If you have to withdraw the approval for Withdraw ticket from approval. any reason you can do this by clicking Approval Withdraw from Approval . See Also [page 196] Start Here for Service About Worklists [page 48] 4.4.3 Work Tickets When a service agent decides that a ticket needs also service and repair, he or she normally adds the services and parts to the ticket in case they are already known. Then the agent assigns a technician, and sets the Requires Work checkbox. The checkbox can be set as follows and makes the ticket available to the technician: SAP Cloud for Customer 202 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

203 ● Setting the checkbox during initial ticket creation Requires Work ● Setting the Requires Work status or in case your administrator has changed the naming, select the status assigned in business configuration Planner Action that has ● Selecting a ticket type in the quick create where the Requires Work checkbox is pre-set checkbox is set, the service technician can open the work ticket in the Service work center After the Requires Work to review and refine the planned work. Once the technician performed the work, he or she can confirm the actual Services and Parts . work done by finishing the items under You find the work tickets work list in the Service work center under Work Tickets . Business Background Prerequisite Your administrator has enabled Service and Repair Service and Repair choose in scoping. To find the business topic Implementation Projects . Then select your implementation project and click Edit Business Configuration . Now choose Project Scope Customer Care Service and Repair . Service Requires Work Flag Please be aware that you as technician will only find the tickets in your Service work center under Work Tickets with the pre-delivered filter My Work Tickets , when the ticket is assigned to you and the checkbox is set. Approval If approval is activated in your system a ticket will go in approval as soon as one of the defined conditions are met. You will then get a warning message and the ticket either goes into approval after saving or you have to submit it Approval . Submit for Approval manually by clicking When the ticket is in approval you are only able to create follow-ups, add internal notes and add approval notes. Approval Withdraw from If you have to withdraw the approval for any reason you can do this by clicking . Approval For more information, see Enabling Approval Processes in the Administrator Guide. Billing and Costing with SAP ERP Only if your administrator has enabled integration with SAP ERP the following feature will work as described. In case your solution has a connection to SAP ERP it is possible to trigger billing and costing for the items of your work ticket. To trigger the right accounting records you have to set the right Type and Invoicing Method : ● Processing Processing With the you trigger the accounting records for costs and goods movement in your company. ○ marks the item as a pure service item and triggers the required billing and costing in ERP. Service ○ Part Consumption from Technician Stock marks the item as taken out of the stock of the technician and triggers the required billing and costing. ○ Part Advance Shipment to Customer Consignment Stock marks the item to be shipped to the customer’s consignment stock before the technician plans to come to the customer. ○ Part Consumption from Customer Consignment Stock marks the item as consumed material from the customer consignment stock. It triggers also the required billing and costing. SAP Cloud for Customer 203 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Service Features

204 ○ Part Return from Customer Consignment Stock marks the item as the to be returned material (partly or completely) from the customer consignment stock. ○ Product is the default setting and marks the item as unspecific product, such as service, spare part or field is hidden if no integration with SAP ERP exists. Type expense. This type is always there but the Product triggers only billing without any costing. Type ● Invoicing Method you decide how the item shall be invoiced in SAP ERP: With the Invoicing Method ○ takes the planned quantities for billing. Fixed Price Please note that advance shipment doesn’t work with fixed price. ○ Time and Material is the default setting and takes the confirmed (actual) time and quantity for billing. ○ Not Relevant Tasks Prepare Your Tickets 1. After a ticket is processed and the service agent forwards the ticket to you as a technician you find it in the Service work center. 2. To review and enhance the ticket, open it and check the information, for example, categorization, time lines, and incident description. tab you find items and you can adapt this list as required. 3. On the Services & Parts Tasks Survey tab. Note that you only can add surveys that are set up for work tickets. 4. Do the same on the and For more information, see Designing Surveys. 5. Check the tab. Involved Parties Fix the Issue and Confirm Your Tickets 1. After the ticket preparation is done you can start to work on the items that are listed under Services and Parts , complete the Tasks , and answer the Surveys . 2. On the Services and Parts tab set the work progress of the items you are working on to Started using Start Work . You can now enter the actual start and end dates in the table and also add notes Actions if required. 3. With Actions directly under Services and Parts you state that you finished this item. Finish Work you can state that the item was not required. Actions Not Relevant With If you select Actions Finish Work at the bottom of your screen you set all items of the ticket to Finished . 4. Besides the confirmed services and parts, you can also provide an overall work description and categorize the cause and the resolution. Completed and save the ticket. 5. After you fixed the issue and completed all items of the ticket, set the status to SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 204 Service Features

205 Forward Items to SAP ERP In case your solution has a connection to SAP ERP you can either forward single finished items under Services and to ERP or you can release all relevant items of the ticket to ERP. In ERP then, you can, for example, create Parts invoices based on the work done. To do so select an item and click Release to ERP . Be aware that you also can mark single items as not relevant for ERP. Create a PDF Summary To create a PDF from the ticket, click . Another window with the ticket PDF preview opens. Preview Now you can print it out or save a PDF on your local machine and add it, for example, as an attachment to the ticket. 4.4.4 Processing Tickets in the Agent Workspace When you open a ticket, you can access the tools you need to solve customer problems in the agent workspace. Here, you can respond to tickets through the channels set up for your solution. You can also search similar tickets and the knowledge base to help you close tickets. Not all ticket processing options and channels are available for Employee Support. Tasks Common Ticket Tasks The following table lists tasks that you can perform on tickets. Ticket Tasks Task Procedure Result Change the status of a ticket. The status of the ticket is updated. at the bottom Edit 1. Choose of the screen. 2. Select the new status from the dropdown. 3. Save your changes. The priority icon changes according to your Change the priority of a ticket. Edit at the bottom 1. Choose selection. of the screen. 2. Select the new priority from the dropdown next to . Priority 3. Select a priority from the dropdown. 4. Save your changes. SAP Cloud for Customer 205 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Service Features

206 Task Procedure Result Irrelevant status and removed Set a ticket as irrelevant. The ticket is set to Set as Irrelevant 1. Choose at from all queues. the bottom of the screen. Confirm 2. Choose in the Yes window. Ticket Relevance Escalated status. Escalated Escalate a ticket to a supervisor or The ticket is set to at the Escalate 1. Choose tickets may be assigned to a supervisor or subject matter expert. bottom of the screen. designee depending on your system settings. Confirm in the Yes 2. Choose window. Escalation The ticket is moved either to you or to the Assign a ticket to yourself, another Assign To at the 1. Choose specified agent or team. agent, or another team. bottom of the screen. ● to assign the Select Me ticket to yourself. ● Select Agent... to assign the ticket to another agent. ● Select to Team... assign the ticket to another team. 2. To assign the ticket to another agent or team, do one of the following: ● Enter the name of the agent or team. ● Search for an agent or team by choosing . Value Selection Select the agent or team from the options presented. 3. Choose OK . SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 206 Service Features

207 Task Procedure Result If your solution is connected to the Copy a ticket to an On Premise CRM A copy of the ticket is now available in the external system. on-premise SAP Customer system. You can still see the ticket in your Relationship Management (SAP solution but it can only be edited in the external CRM), you can copy a ticket to this system. You can see an id number assigned to the External ID field in the workspace. ticket in the solution by performing the following: This number cannot be changed. The external 1. Choose at the bottom Edit system will update the ticket status in your of the screen. solution. the Copy to CRM 2. Select status dropdown. An agent has copied a ticket to the on- premise SAP CRM system. The agent 3. Save your changes. checks the ticket periodically to make sure the ticket is completed. When the Completed in the external ticket is set to system, the agent can now see that the status of the ticket is set to Completed in the workspace. Create follow-up items for a ticket. You can create tickets and sales quotes to create follow-up tasks so you can complete a ticket. Follow Up . 1. Choose Create Ticket 2. Select either or Create Sales Quote . 3. Enter all necessary information and save your changes. You can view the follow-up items Document created for the ticket in Flow . Follow-up items are indicated by an arrow that points away from the ticket you are working on. Copy ticket information into a new You can copy ticket information from an existing ticket into a new ticket. ticket, for example, to make a ticket for a customer that is having a similar issue. 1. Choose Copy . 2. Some of original ticket information will be copied from the ticket you are working on. 3. Enter all necessary additional information and save your changes. You won't see tickets leave your queue until you exit the workspace. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 207 Service Features

208 Responding to a Ticket The channel of the ticket determines your response options. For example, you can respond to a Twitter ticket by posting a tweet. Reply Comment , or Compose New E-Mail . The options available to you will depend on the channel of 1. Choose , the ticket and any past interactions. 2. Type your response or select a template to use in your response. If your system is set up to support it, you can insert a chat link in your response so that you or another agent can begin a live chat session with the customer. 3. Attach any articles that may help your customer. This action is not available when replying to Facebook comments. Tweet , Comment , or Send . Again, the options available will be determined by the ticket type. 4. Choose Your response will be added to the interactions for the ticket. You may need to refresh the screen to see your response appear. Responses that contain profanity are blocked from being sent by the solution. If your message contains profanity, the solution will ask you to remove it. See the relevant section below for more information on responding to tickets from or through different channels. Twitter ● If you reply to a tweet, your response will be sent to Twitter as a reply to the original tweet from the customer. ● Public responses to Twitter tickets are limited 140 characters, including spaces. If you enter a message greater than 140 characters, you will not be able to send the response. The solution counts the remaining available characters as you type. ● You can use Twitter to send a private message if the user follows the Twitter handle of the company used in the response. ● You can retweet a message to Twitter that has been posted by a customer. Hover your mouse over the Retweet . The message will be posted on your company’s Twitter message in Interactions and choose page. Facebook ● Customers can send either public messages by commenting on your company's Facebook wall or private messages by messaging your company using Facebook. Your response will automatically be public if the customer's message was public or private if the customer's message was private. ● If you reply to a Facebook message, your response will be sent to Facebook as a reply to the customer's original Facebook message. ● If your solution is set up to support it and your company's Facebook page allows nested commenting, you can reply to comments to a post in Facebook. Your response will appear underneath the original comment. E-Mail ● To respond to a customer via e-mail, your system must have the customer's e-mail address stored. For more information about editing a customer's profile to add an e-mail address, see Individual Customers [page 267] . ● You may have the option to reply to a ticket, or compose a new e-mail. If you choose to reply, the previous customer message will be copied, in addition to preserving any of the recipients of the last e-mail. ● If your system is set up to support it, you can respond to tickets from the agent workspace using Microsoft ® . To do this, you must download and install the SAP Cloud for Customer Add-In for Microsoft Outlook. Outlook SAP Cloud for Customer 208 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

209 For more information, see Installing the SAP Cloud for Customer Add-In for Microsoft Outlook [page 38] . [page 214] and Working from Microsoft Outlook for Service Users ● If the e-mail bounces, you will receive an error message in . The error message will be generated Interactions after the solution tries to deliver the message. SAP HANA Cloud Portal, Support Site Option ● If your company has enabled a support portal, you can post a note to the portal. Chat ● Depending on the configuration of your system, the chat transcript may be available to you after the live chat has ended in the ticket interactions. Using the Knowledge Base ● The knowledge base may be pre-populated with articles based on any tags associated with the ticket. If browsing in your knowledge base is enabled, you can also search the knowledge base for relevant articles. ● Attach . Choose an article to preview it. Attach it to the ticket by hovering over the article and choosing ● When you attach an article from the knowledge base, a URL will be entered into the reply box. ● Choose to clear your search terms and return to the original list of recommended solutions. Reset Searching for Similar Tickets Search input field in Similar Tickets . Press Enter or choose Search to 1. Enter your search terms in the initiate the search. The solution will return a list of in process and completed tickets based on your search keywords. 2. There are two ways to see the articles attached to a ticket: a. Click the link next to the paperclip icon in the list view. b. Open the ticket in detail view by choosing the ticket number and then opening the Attached Articles tab. The ticket detail allows you to see both the ticket history and the articles attached to the ticket. Attach . 3. You can send customers a link to an article by choosing a. Click Attach to Article if you accessed the article from the link in the list view. + Attached Articles tab in the detail view. b. Click the attach ( ) button if you accessed the article from the A URL will be entered into the text box in the ticket activities area. Reset to clear your search terms. 4. Click The original list of recommended solutions will populate the tab and the keywords associated with the ticket will populate the search text box. Creating a Note 1. Click Add Note . 2. Enter your note in the text box. 3. Save your note. It will be added to the ticket interactions. Changing Product Information 1. Choose Edit at the bottom of the screen. 2. In the section, perform one of the following: Product Enter . a. Type in the product name, then choose b. Choose Value Selection to choose the product name from the list in the Select a Product window. You can also perform a search in this window. For more information, see About Worklists [page 48] . SAP Cloud for Customer 209 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Service Features

210 You can also register the product directly from the workspace by choosing Edit Serial Number , then choose , then . In the resulting window, choose Value Selection New Registration . [page 234] Registered Products . For more information, see Changing a Customer 1. Choose Edit . section, do one of the following: 2. In the Customer Value Selection to select the customer name from the list in the window. 1. Choose You can perform a search in the window. For more information, see About Worklists [page 48] . Enter . 2. Type in the customer name then press 3. Save the new information. Adding an Attachment Attachments . 1. Click . Select the source of the attachment. 2. Click Add The Add Attachment window opens. 3. Click Browse and find the file you want to attach. 4. Select either or Internal Attachment from the Document Type selection field. Standard Attachment Internal Attachments can be viewed by all users of the solution but not to customers. 5. Click Add . Reviewing the Ticket Change History In order to review the change history, you need to switch on the tab using the Personalize This Screen feature. 1. Under Sections Tabs . , choose Tabs Change History . 2. Under , select 3. Save your entries and close the personalize pane. The Change History tab is now active in the workspace. Changing the Category Information Resolution Service Category Incident Category , Cause Category , You can change the category information for the , Category , and Object Category . 1. Choose Edit . Value Selection , then select the new category ID. 2. In the Category section, choose Tree View . a. For incident categories you can pick the new category form the Changing a Message Sentiment If text analysis incorrectly interprets a message sentiment, you can manually change the sentiment of the message in Interactions . 1. Choose the sentiment name in . Interactions 2. Select the new sentiment from the dropdown list. SAP Cloud for Customer 210 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

211 Viewing Ticket Relationships in Document Flow The tab displays the tickets and sales orders that are related to a ticket you are working on. When Document Flow Document Flow displays the relationship between the items. Arrows point you create a follow up ticket or sales order, away from the original ticket and point toward any follow up tickets and sales quotes. Tracking Ticket Progress with Timeline Information The data points in Timeline help you track a ticket's progress. Some of the dates in the are pre-populated Timeline when you open a ticket. These dates are calculated based on your company's service level agreements and the time at which the ticket was created. Timeline will change when you change a ticket value or respond to a customer. The table below Some of the fields in describes the events that cause changes to fields in the Timeline . What Causes the Value to Change Field Name ● Changing information in a ticket. Changed On You change the product associated with the ticket. After you save, the time you see in Changed On is updated. ● Responding to a customer. ● Making a note to the ticket. Initial Review . Changing the ticket status from Open to In Process Completed Last Customer Each time a customer responds to an agent, the time the response occurred will populate this field. Interaction Last Agent Each time an agent responds to a customer, the time the response occurred will populate this field. Interaction Next Response Due Each time a customer responds to an agent, the time populated in Next Response will be updated Due according to your company's service level agreement, if this has been configured for you solution by your administrator. Date Completed Changing the ticket status to Completed . 4.4.5 VIDEO: Processing Tickets Video Processing Tickets (4m 12s) Find out about the tools in the Workspace and in the Queue and Tickets list that help you to complete tickets. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 211 Service Features

212 ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 4.4.6 Templates You can use templates to save time and to standardize responses. Templates are available directly from the workspace and can include placeholders for business data like the customer name or the ticket ID. . Customer Service Templates You'll find templates under Tasks Creating an E-Mail Template E-mail templates are created and edited directly in the system using a rich text editor and can use placeholders that are automatically replaced with the related business data once the response is sent. New 1. Click . 2. Enter the template name. You can also enter a template description, for example to describe when to use the template. E-Mail as the template's channel type. 3. Select Subject 4. Enter the e-mail line. 5. Enter the e-mail Template Text . 6. Save your entries. If you want to use placeholders in your template, you can either Save And Open or go back and edit the template later. Creating a Social Channel Template Templates for social media channels use plain text and can include placeholders. 1. Click . New 2. Enter the template name. You can also enter a template description, for example to describe when to use the template. 3. Select as the template's channel type. Social 4. Then select the Social Channel . 5. Enter the Template Text . Messages for Twitter cannot contain more than 140 characters, including spaces. As you type, the system displays a running character count below the text box. 6. Save your entries. If you want to use placeholders in your template, you can either Save And Open or go back and edit the template later. Creating a Portal Template Templates for the service portal use plain text and can include placeholders. SAP Cloud for Customer 212 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

213 1. Click New . 2. Enter the template name. You can also enter a template description, for example to describe when to use the template. . 3. Enter the Template Text 4. Save your entries. Save And Open or go back and edit If you want to use placeholders in your template, you can either the template later. Creating a Template from a Response in the Workspace Once a response has been sent to a customer, you can save it as a template. 1. Select the outbound response you want to save as a template in the interactions area of the workspace. icon. 2. Choose the Actions Save Response As Template 3. Choose . New Template The quick create opens with the channel type and other relevant fields automatically filled to reflect the response you chose. 4. Enter a name for the template and, if necessary, add additional information. 5. Save your entries. Creating a Corporate Template If you have administrator access rights in the system, then you have the option of creating corporate templates. When creating a new template, for any channel type, select Corporate to make the template available for use by all agents. Adding Placeholders to a Text-Based Template You can add placeholders for business data in your templates. When a response is sent using a template with placeholders, the system will replace the placeholder with the actual business data it represents. 1. Open the template details by clicking the template name. 2. Click inside the Template Text box. 3. Edit the text and add any of the placeholders from the list below. 4. Save your changes. Available Template Placeholders Description Placeholder Replaced by the name of the agent assigned to the ticket #AgentName# Replaced by the name of the account associated with the ticket #AccountName# Replaced with the status of the ticket #Status# Replaced with the description of the ticket #Description# Replaced with the ID of the ticket #TicketID# Replaced with the name of the contact associated with the ticket #ContactName# Replaced with the ID of the product associated with the ticket #ProductID# Replaced with the date and time when the ticket was created in the system #CreationDateTime# SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 213 Service Features

214 Placeholder Description Replaced with the description of the product associated with the ticket #ProductDescription# Replaced with the serial number of the registered product associated with the ticket #ProductSerialNumber# Replaced with the ID of the warranty assigned to the ticket #WarrantyID# Replaced with the expiration date of the warranty assigned to the ticket #WarrantyEndDate# Replaced with the date and time by which the initial response to a ticket should be #InitialResponseDueDateTime# sent Replaced with the date and time by which the ticket should be completed #CompletionDueDateTime# 4.4.7 Working from Microsoft Outlook® for Service Users The SAP Cloud for Customer Add-In for Microsoft Outlook allows you to exchange information between Microsoft Outlook and SAP Cloud for Customer. After installing the add-in, you can do the tasks listed below right from Microsoft Outlook. Microsoft Outlook integration supports Microsoft Outlook 2007, Microsoft Outlook 2010, and Microsoft Outlook 2013. Prerequisites ● Your system has been set up to use Microsoft Outlook when responding to tickets. ● You have installed the SAP Cloud for Customer Add-In for Microsoft Outlook locally on your computer, made the appropriate settings, and logged on from Outlook. [page 38] . For more information, see Installing the SAP Cloud for Customer Add-In for Microsoft Outlook® ● You should have access to the shared e-mail account in your company used to respond to tickets. Make sure you use this account when replying. You may need to manually select the correct account when composing your response, or you can set the shared e-mail account as the default in Microsoft Outlook. Tasks Making Settings for SAP Cloud for Customer Add-In for Microsoft Outlook 1. Enable the side pane in Microsoft Outlook as follows: Microsoft Outlook Version Action 2007 Enable the view SAP Cloud for Customer . 2010 and 2013 SAP Cloud for Customer . Enable the add-in 2. Check the SAP Cloud for Customer folder locations in Microsoft Outlook as follows: SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 214 Service Features

215 Microsoft Outlook Version Action Check tools for SAP Cloud for Customer Add-In Settings 2007 . 2010 and 2013 Settings Choose . SAP Cloud for Customer The add-in automatically creates the synchronization folders, including the following: ● Default Folder This is the main folder where error and conflict information is stored. ● Accounts Folder This folder contains the accounts downloaded from SAP Cloud for Customer. ● Contacts Folder This folder contains the contacts downloaded from SAP Cloud for Customer. To change any of these folders, click the folder link, select a new folder, and choose OK. Advanced Settings section, set the following: 3. In the a. If you want the system to display synchronization-related notifications in a message in the Microsoft Display Synchronization Notifications checkbox. Windows task bar, select the b. If you want the system to display synchronization-related errors in a message in the Microsoft Windows task bar, select the Display Synchronization Errors checkbox. You can use a right click on the SAP Cloud for Customer add-in icon in the Microsoft Outlook toolbar as a shortcut to display synchronization errors and notifications directly, access the error and conflict folders, open the activities list, and send meeting requests. 4. If you are a service agent using Microsoft Outlook to reply to tickets, in the Initial Synchronization section, select the Enable Service Scenario checkbox. Logging On to SAP Cloud for Customer from Microsoft Outlook If your administrator has set up single sign-on (SSO), you are logged on automatically and the SAP Cloud for Customer sidebar appears. If you don't see the SAP Cloud for Customer sidebar in Microsoft Outlook, log on as follows: 1. In Microsoft Outlook, under SAP Cloud for Customer, click the button to log on to SAP Cloud for Customer. 2. In the dialog box that appears, select the row displaying the system where your SAP Cloud for Customer OK . system is located and choose The logon is certificate-based and runs automatically in the background. Your Microsoft Outlook is now connected with the SAP Cloud for Customer system that you selected. 3. If there is a problem with the certificate for your user, or if you are not working with certificates, a dialog box appears, where you can enter your user ID and password. Enter your URL in the SAP System field, leaving out the path or directory information at the end of the URL. For example, you log on with URL http://Test.sap.corp:7000 , and not http://Test.sap.corp: 7000/irj/portal . You can confirm that you have logged on to the system by checking the title of the button that you used to log on. If the text has switched to Log Off , you have logged on successfully. When you are working offline and cannot log on to the system, any changes to relevant e-mails, appointments, and tasks, or new items for synchronization to SAP Cloud for Customer are kept in a pool in Microsoft Outlook. Actual synchronization of these items occurs automatically as soon as you log on to SAP Cloud for Customer using the add-in. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 215 Service Features

216 If you are logged on to SAP Cloud for Customer with the add-in for many hours without any action, you may receive an authorization error when trying to use a Microsoft Outlook integration function. In this case, your user cookies may have expired. Simply log off and log on again. Responding to Tickets You can respond to tickets from the agent workspace while using Microsoft Outlook. 1. In the agent workspace, ensure that the Use Microsoft Outlook checkbox is selected. 2. Choose Reply to respond to the last e-mail. This will copy the previous e-mail in the response, and also include other recipients of the previous e-mail. Compose New E-Mail to respond without replying to the last e-mail. Choose Choosing either response option will open a Microsoft Outlook window pre-populated with the customer's e- mail address. 3. Compose your response. Make sure you are replying from the correct e-mail account. Keep the ticket number in the subject line of the e-mail so that it stays associated with the ticket. 4. Send your response. The e-mail will be associated with the ticket and appear in the . Interactions Adding Appointments for Synchronization You can only synchronize appointments for which you are the organizer. If you are a participant, you receive any updates from the organizer's Outlook appointment. 1. In your calendar in Microsoft Outlook, open an appointment and under SAP Cloud for Customer , choose Add Appointment . You can add an appointment directly, without opening it, by right-clicking on the appointment in your calendar, and choosing . Add Appointment When you create a new appointment, you can synchronize it and send it by choosing Save, Send, and Sync Appointment . This step combines multiple steps, saving you time. 2. Add a reference to an account, if desired. 3. Choose Submit . An appointment activity is created in SAP Cloud for Customer, based on the information in the Microsoft Outlook appointment. Activities You can open, create, or edit an appointment in SAP Cloud for Customer as well. For more information, see [page 35] . To synchronize any future changes to the appointment in SAP Cloud for Customer or in Microsoft Outlook, repeat the steps above. It is not possible to synchronize recurring appointments. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 216 Service Features

217 If you add or change attendees in an SAP Cloud for Customer appointment, you can send the meeting request as follows: 1. Ensure that the appointment is synchronized, by repeating the steps above. 2. Open the appointment in Microsoft Outlook and send the meeting request. Adding Tasks for Synchronization 1. To-Do List and choose In Microsoft Outlook, open a task in your Add Task . SAP Cloud for Customer Company Name field, it is used as the account name in the system. In the task details, if you enter a name in the Simlarly, if you create a task in the system and synchronize it to Microsoft Outlook, the account name appears in the task details as the company name. 2. Add an account as a reference, if desired. 3. Choose . Submit A task activity is created in SAP Cloud for Customer, based on information in the Microsoft Outlook task. You can open, create, or edit a task in SAP Cloud for Customer as well. For more information, see Activities [page 35] . Future tasks and tasks within the last 30 days are sychronized and appear in Microsoft Outlook. Tasks older than 30 days are no longer synchronized. If you change a task in SAP Cloud for Customer, the changes are automatically synchronized to Microsoft Outlook within five minutes. However, there is no automatic synchronization if you change a task in Microsoft Outlook that has already been synchronized. In this case, open the task in Microsoft Outlook, make your changes, and then choose Add Task to trigger synchronization to SAP Cloud for Customer. Displaying Synchronized Appointments and Tasks in SAP Cloud for Customer 1. In SAP Cloud for Customer, go to . Activities Appointments Tasks subview. 2. Choose the or The appointment or task that you synchronized from Microsoft Outlook appears in SAP Cloud for Customer in the tab. Activities Cancelling Appointments You can only synchronize appointments for which you are the organizer. If you are a participant, you receive any updates from the organizer's Outlook appointment. Unlike deleted appointments, canceled appointments still appear in the system, which means you can use them to track appointments that were originally scheduled but not completed. Adding When you cancel your appointment in the system, it is synchronized with Outlook as described in section Appointments for Synchronization . Following synchronization, in Outlook, cancellations are sent to the participants and the meeting is deleted from Outlook. You can only cancel appointments from the system. If you delete an appointment from Outlook, after synchronization, it appears in the system as deleted. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 217 Service Features

218 Deleting Appointments or Tasks In the steps listed below, an appointment is used as an example, but the steps are similar for both appointments and tasks. 1. In Microsoft Outlook, open the appointment you want to delete. You can only synchronize appointments for which you are the organizer. If you are a participant, you receive any updates from the organizer's Outlook appointment. 2. Delete Appointment Choose . SAP Cloud for Customer You can only delete appointments or tasks that have been synchronized. For appointments and tasks that were previously synchronized, the deletion is synchronized in both Microsoft Outlook and SAP Cloud for Customer. Displaying Synchronization Details for an Item 1. Open the item in Microsoft Outlook. 2. In the bottom frame of the item, in the section, click the link. Details — SAP Cloud for Customer 4.4.8 Unassociated E-Mails If your system is configured to support e-mail as a channel for creating customer service tickets, then any incoming e-mails that the system cannot automatically convert to a new ticket or assign to an existing ticket get added to the list of unassociated e-mails. These e-mails must be manually processed by agents. There are several reasons why an e-mail could not be automatically associated with a ticket. For example, your system may be configured to require manual processing or there may be more than one contact with the same sender e-mail address. The system displays the reason in the e-mail details to assist you determining whether the e-mail should be converted to a new ticket or assigned to an existing ticket. Processing Unassociated E-Mails 1. Customer Service Unassociated E- To view the list of unassociated e-mails in your system, go to Mails . 2. Open the E-Mail details. 3. Review the reason why the system did not automatically associate the e-mail with a ticket. You'll find the reason just above the General section of the e-mail details. 4. Determine whether the e-mail should be converted to a new ticket or assigned to an existing one. For example, the reason indicates there were no matching contacts found for the e-mail address used to send the e-mail. But the e-mail message itself mentions a corporate customer account and includes a full contact name. You look up the account and find the contact mentioned in the e-mail. Since the e-mail message does not mention an open issue or known ticket, you determine that this e-mail should be converted to a new ticket for that customer. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 218 Service Features

219 5. Under Action , choose one of the following: ● Convert to New Ticket quick create opens where you can complete the required information and save your The New Ticket entries to create a new ticket based on the e-mail. The e-mail is removed from the list of unassociated e-mails and can no longer be processed as an e-mail. ● Assign to Existing Ticket A selection dialog box opens where you can choose a ticket to which to assign the e-mail. The e-mail is removed from the list of unassociated e-mails and can no longer be processed as an e-mail. ● Delete Deletes the e-mail. Only administrators can delete unassociated e-mail messages. 6. Close the e-mail details. 4.4.9 Contracts In general a contract is a legally-binding service agreement between parties stating their respective obligations and responsibilities. With contracts you have the required information, such as subject matter of contract, covered objects, signature date and validity period, bundled in one place. Contracts work center supports you here to create those contracts and keep an overview about the active ones. The As soon as you finalized a contract with a customer and it is active, this contract is determined during ticket creation and automatically added to the ticket. In case the contract contains also service level agreements you will see them after the determination in the ticket. Business Background Prerequisites You have configured the contracts in business configuration. For more information, see Configuring Contracts in the Administrator Guide. Related Tickets You can find the tickets that use a specific contract on the Related Tickets tab of the contract itself. Time Zone To get a binding validity period of the contract, you must also select a applicable time zone that is valid for Begins , . , and Signed On On Ends On Personalize My The default time zone is taken from the time zone of the logged in employee under Settings Regional Settings . Contract Determination in a Ticket The contract determination in tickets works from the unspecific to the more specific. So the more information you enter the system is able to find the best applicable contract. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 219 Service Features

220 You have a customer with the following active contracts: Contract Contract Details Contract without covered objects such as a product or a registered product, so all objects are covered. Normal Silver Contract with product Printer XPrint Contract with product Printer XPrint and a registered product with ID P56789 Gold Now the customer calls your help desk and you open a ticket for him: ● If you enter only the name of the customer and enter his issues, the system finds the Normal contract and assigns it to the ticket as a basis for the offered services. ● contract and If you enter also a product, for example, Printer XPrint, the system finds the Silver assigns it to the ticket. ● When the customer has a problem with one specific printer in his office and can give you the serial Gold contract to the ticket. ID of the registered product, the system assigns the If the system determines several active and comparable contracts, you are asked to select one manually. To select a contract manually open the value help that is pre-filtered with the active contracts. But you can also list all contracts Ready that begin soon and assign them. of the customer to see whether there are already contracts in status Service Levels Service levels are determined either by the entered level in the contract or automatically by determination rules. You Common work center under find the maintenance for the service level determination in the Administrator Tasks Determine Service Level . Generally: The service level from the contract has priority before the automatic determination. If you remove a contract assignment from a ticket again, the service level determination is triggered again and the then most applicable service level is assigned. Statuses A contract can have the following statuses: ● : The contract is created but not ready to use in service tickets. In Preparation ● Ready : The contract has been activated, but the validity period is not yet reached. ● Active : The contract activated and the validity period reached. ● Obsolete : The contract activated but the validity period is over or the contract has been set to Obsolete by the contract administrator. ● Blocked : You can block temporarily a contract for further usage, in case, for example, the customer didn't pay the contract fee and after everything is cleared out again, you can activate the contract again. Tasks Create a New Contract 1. To create a contract choose either the Contracts work center and click New or click the New Contract quick create. 2. Enter the required data, such as a name, the date when the contract has been signed, when it begins and ends, the service level, customer, and the contract administrator. SAP Cloud for Customer 220 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

221 3. Save and open the contract for further editing. 4. On the tab you can assign products and registered products to the contract. Covered Objects Add and select either a product or a serial ID. To enter a product click ● If you select a serial ID, the corresponding product is entered automatically. You can also use the value help to search for the serial ID or you just register it. To register a product click New Registration in the value help. ● If you don't make any entries, the contract is valid for all products and registered products of the customer. tab under Customer Information you can enter the subject matter of contract you agreed with 5. On the Notes your customer. 6. Save your changes. Copy a Contract Actions Copy and adapt the required fields. To copy a contract open a contract, click Create a Follow-Up Contract Related Contracts New . 1. To create a follow-up contract go to the tab and click 2. Enter the new dates and save the contract. Delete a Contract In Preparation , you can also delete it again. As long as a contract is To delete the contract, select the corresponding line in the Contracts view and chose Actions Delete . Activate a Contract To activate a contract click Actions Activate . ● In case the contract is activated before the contract period starts, its status is and switches to Ready when the validity period starts. Active ● Please note also if you change data in a contract that is or Active , you should inform your Ready customer about the changes. ● You can’t activate a contract that is in approval. After the contract period is over the status switches to Obsolete and you can correct the contract data manually or create follow-up contracts. Checks During Activation When you activate a contract the system performs several checks to ensure that the contract is valid: ● A contract must have a start and end date and the end date must be after the start date. ● If you have entered covered objects and added parties manually, the system checks whether they exist in the system. Search for Expiring Contracts With the Contracts Expiring Soon query you can filter for contracts where the Ends On date lies between the current date and the current date plus 28 days. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 221 Service Features

222 Please note that you can create your own queries with your own enhanced search settings. Create a PDF Actions Preview . Another window with the contract PDF preview To create a PDF from the contract, click opens. Now you can print it out or save a PDF on your local machine and add it, for example, as an attachment to the contract. Note that the language maintained in the account's master data is taken as document language in the contract and hence also taken in the contract form. If the language is not maintained, the system language is taken. 4.5 Customers 4.5.1 Accounts On the tab, you can display existing accounts, create new accounts, and set account statuses. You can Accounts also display account details, review additional data, and rename and edit accounts, as required, and, if you are authorized to do so, assign employees to an account team. Once you have created an account, it can no longer be deleted. You can, however, set its status as . Obsolete Tasks Creating Accounts 1. Choose Customers Accounts . 2. Choose . New 3. Enter the Name and Country of the account, then specify its City . If desired, you also may enter the account's Web site, or specify its classification. 4. Save your entries. SAP Cloud for Customer 222 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

223 If your administrator has configured the solution to check for potential duplicate accounts, then the system performs a duplicate check when you save the account to ensure that its information is unique. Check for Duplicates , before you save the account. Alternatively you can select If the information you enter is found to resemble the information of an existing account, then the solution notifies you that potential duplicate accounts were found. You might be confused that if you enter, for example, the name and the system doesn't Eastsouth find the already existing Eastsouth Corp as a duplicate. The reason is that the system calculates the duplicate possibility according a specific algorithm and only accounts with a similarity above the configured threshold are shown as possible duplicates. The algorithm calculates the account name similarity of two accounts with one account name consisting of one word, for example, , and the other account name consisting of two words, Eastsouth for example, with a similarity that is below the standard threshold. Hence the existing Eastsouth Corp is not shown as possible duplicate. Eastsouth Corp Therefore we recommend to enter as much correct information as possible if you want to get reasonable results, especially the whole account name and, for example, address information. Alternatively, you can contact your administrator to change the system settings to weak duplicate checks. You can find theses settings in your implementation project in the Business Configuration work center Business Phase Questions General Business Data when you edit the project scope: Partners Handling of Business Partners Group: Duplicate Check for Business Partners . For a description of the available save options, see Save Options. You may designate only one primary contact per account. Secondary contacts cannot be specified. If Territory Management has been activated, then an employee who is not defined to be a territory owner cannot be defined as the owner of an account. Editing Accounts You can edit accounts from the Account item header, as follows: 1. Position the cursor over the information to be edited. For example, if you want to rename the account, position the cursor over the Name field. 2. Change the desired entries. Depending on the field, use the dropdown menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. From the item header, you can only edit the current main address of an account. To edit an address other than the current main address, or to designate a different address as the main address, choose the Addresses tab. Choosing Account Filters In the standard solution, accounts are displayed in various filters, described below: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 223 Service Features

224 Standard Account Filters Filter Accounts Displayed Accounts where you are assigned either to the account team or (if territory management is active in your My Accounts solution) to the territory team. Accounts where you are assigned to the account team. My Account Team's Accounts This filter only appears if territory management is active in your solution. My Territory Accounts where you are assigned to the territory team. Team's Accounts This filter only appears if territory management is active in your solution. Accounts where anyone in your organization, including employees in subordinate organizations, is My Team's assigned either to the account team or (where applicable) to the territory team: Accounts ● For employees, the team is defined as employees in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to the logged on user’s organization. ● For managers, the team is defined as employees ○ in any organization which the logged on user is assigned as manager, and employees in any organization subordinate to the organization logged on user is assigned as a manager, and; ○ in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to the logged on user’s organization. ● If the logged on user is not assigned to any position in any organization, then the team is just the employee. All Accounts for which you have at least read access. The accounts that appear in your solution, per filter, may differ in relation to the access restrictions that your administrator has established. The standard filters above do not include obsolete accounts. To view obsolete accounts, create and save a new filter. For more information, see Working with Lists . [page 45] My Accounts The default filter is . You can modify the range of accounts displayed by selecting among these filters. Using Advanced Filters If you are using the advanced filters, you can filter your accounts, for example, by including sub-territories or narrowing the result by adding a top-level account. Feature Account in SAP Jam Business objects like Accounts can be featured in SAP Jam from your SAP Cloud for Customer system. 1. In the Accounts view, select a single account or multiple accounts. 2. Select New , Feature in Group . 3. From the popup, select the group in which you want to feature the account and click OK . Feature in Setting Account Status From the account details, use the Actions menu to choose the following applicable status: SAP Cloud for Customer 224 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

225 ● Choose Actions Set as Active to change the account status to Active . ● Blocked Block to change the account status to Actions , which will exclude the account from Choose subsequent search results. By blocking an account, you also prevent future opportunities, activities and other items from being assigned to it. ● Actions Set as Obsolete to change the account status to Obsolete . By setting an account as Choose obsolete, you also prevent future opportunities, activities and other items from being assigned to it. You may assign a new status to an account at any time, as required. For example, you can set any active account as obsolete, or any blocked account as active. Using Calendar View The calendar view only appears in HTML5 clients. You are using an HTML5 client if the system URL /HTML5 . For further information, contact your system administrator. contains This view shows the calendar from the perspective of an account. To show all upcoming appointments, visits, and phone calls scheduled by anyone in your organization for an account, select that account and choose the calendar view. Each one is color coded, based on its status. You can create new appointments, visits, or phone calls right from the calendar view. Using Map View If your administrator has configured the solution accordingly, then you can display accounts in Map View , if desired. Choose Map View to see, in an integrated third-party mapping service, the location of each account address — both Map View individually, and in relation to one another. Within , you can also zoom in, zoom out, and pan in any direction. Reviewing Tabs in Account Details The tabs that you see in the account details depend upon the features of SAP Cloud for Customer that your company has implemented. Some of the tabs below are not visible by default. Assuming the features are enabled by your administrator, you must personalize the screen to make some tabs visible. For more information, watch the video . Customizing Your Personal Settings From the account details, you can select these tabs to perform additional actions. The following table summarizes, per feature, the tabs that are available: Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Cloud for Sales? Actions Engagement? Overview yes yes Select this tab to see the latest updates made to the account, the contacts designated to the account, and any addresses associated with the account. yes yes Feed Select this tab to read, open, tag, flag or comment feed updates that About are associated with this account. For more information, see . the Feed [page 21] SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 225 Service Features

226 Available in SAP Cloud for Service and SAP Cloud for Social Available in SAP Tab Cloud for Sales? Engagement? Actions yes Select this tab to view recent orders that are associated with this Recent Orders yes account. If your administrator has not set up the 360 overview, then this tab will not appear. ● On this tab, under Average Sales Cycle , you can view the Charts no yes average sales cycle, in number of days, for this account and for all accounts. Data for each average sales cycle is represented separately, but both sets of data are represented in relation to the quarterly sales cycle. You may ® , if desired. For more also export this data to Microsoft Excel About Analysis . [page 157] information, see ● On this tab, under Revenue Trend , you can view the overall revenue trend for this account in relation to the quarterly sales cycle. You may also export this data to Microsoft Excel, if desired. Select this tab to view, edit or create appointments, tasks, phone yes yes Activities calls, or e-mails that are associated with this account. yes yes Account Team Select this tab to add employees to, or remove employees from, the team responsible for this account. Here you can also add employees with the same role but with different validities and sales data , Distribution Channel , responsibilities, such as Sales Organization . If you possess the appropriate authorizations, you can also Division modify the role of employees who are assigned to this account. If territory management is active, then the sales territory team also appears in this tab. Sales Territories yes no Select this tab to view associated sales territories. If your administrator has not configured the solution to make sales territories visible, then this tab will not appear. Relationships Select this tab to view associated relationships. yes yes If your administrator has not enabled integration with SAP ERP, then this tab will not appear. SAP Cloud for Customer 226 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

227 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Cloud for Sales? Engagement? Actions yes Select this tab to view, edit or add addresses that are associated with yes Addresses this account. For any account, only one address can be specified as the main address. To indicate that an address may be used for shipping or billing, select in the corresponding column. If more than one shipping or billing Yes in the appropriate column address is specified, select Yes (standard) to designate an address as the default shipping or billing address. It is not possible to remove an existing address from an account, because the existing address may already be referenced by other items, such as leads and opportunities. If you have data for geographic placements for the address you can Longitude and you can make enter them in the fields Latitude and them visible on an online map provider using a mash-up. You have the following options to enter latitude and longitude: ● You can export all addresses, use an external service to create the data, and import the data back using the mass data maintenance or the migration tool. ● You can use the A2X service II_MANAGE_CUSTOMER_IN to update the data. ● You can update the fields creating a custom solution using SDK. ● You can use a data mash-up to clean-up the fields on update with geo codes. Contacts Select this tab to add new or existing contacts to, or remove contacts yes yes from, this account. On this tab, you can also designate a contact as Primary Contact for the account. the To add an existing contact click and select a Actions Add contact. Account yes Select this tab to view the displayed accounts in a hierarchical yes Hierarchy structure, provided that a parent account has been specified for the accounts at hand. You can expand and collapse the account hierarchy at any level to display as many or as few accounts as you like. If your administrator has not configured the solution to make account hierarchies visible, then this tab will not appear. Campaigns Select this tab to view associated campaigns. yes no Sales Leads Select this tab to view or create sales leads that relate to this account. yes no Opportunities yes no Select this tab to view or create opportunities that relate to this account. SAP Cloud for Customer 227 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Service Features

228 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Engagement? Actions Tab Cloud for Sales? yes yes Attachments Select this tab to view, edit or add attachments that relate to this account. yes no Groups Select this tab to view information that derives from SAP Jam, and to perform the following actions: ● create internal groups in SAP Jam to collaborate on account team meetings, prepare for customer visits, and so on ● create external or cross-company groups in SAP Jam to safeguard accounts, upsell products, and so on ● automatically invite account team members and contacts to the group in SAP Jam, with the flexibility to add or remove e- mail addresses ● view a list of groups in SAP Jam that are associated with the given account, and navigate from this list to SAP Jam ● navigate from SAP Jam back to the account ● view a list of recommended groups in SAP Jam for the given account, and navigate from this list to SAP Jam ● view the latest SAP Jam Feed updates for the associated groups If your administrator has not enabled integration with SAP Jam, then this tab will not appear. Select this tab to view or edit associated sales data from SAP Sales Data yes no Customer Relationship Management (SAP CRM) and SAP ERP. Sales Select this tab to view associated sales documents. yes no Documents Tickets Select this tab to view associated tickets. yes no Select this tab to view associated target groups. yes Target Groups no Registered Select this tab to view associated registered products. no yes Products Visiting Hours Here you can define the hours for visits. These date and time ranges yes yes are taken into account when sales and service representatives plan site visits for accounts. The Visiting Hours tab is delivered hidden. To use it, either personalize your screen, or ask your administrator to adapt the screens for everyone in the company. Select this tab to view associated visits, and to set the recommended yes no Visits visit frequency for this account. Product Lists Select this tab to view associated product lists. yes yes Survey Results yes yes Select this tab to view associated survey results. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 228 Service Features

229 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Cloud for Sales? Engagement? Actions If integration with SAP Customer Relationship Management (SAP Marketing yes no Attributes CRM) is set up in your system, then you can choose this tab to access SAP CRM marketing attributes associated with this account. Assigning Employees to an Account Team ® In the Microsoft Silverlight client, proceed as follows: 1. Customers Accounts . Choose 2. Open the appropriate account. Account Team 3. Select the tab. Employees pane. 4. Open the Employees 5. Drag the icon of the appropriate employee from the pane and drop it onto the table within the Account Team tab. In the HTML5 client, proceed as follows: 1. Customers . Accounts Choose 2. Open the appropriate account. 3. Select the Account Team tab, then choose Add . . Add 4. Specify the party role and name of the employee to be assigned, then choose Removing Employees from an Account Team 1. Choose Customers Accounts . 2. Open the appropriate account. 3. Select the tab. Account Team 4. Find the employee to be removed. 5. In the Action column corresponding to the employee to remove, choose Remove . Deleting Account Activities 1. . Customers Accounts Choose 2. Open the appropriate account. Activities 3. Choose . Action column of the activity to be deleted, choose Delete 4. Within the . Deleting activities from the account removes them from the system entirely. 5. In the dialog box that follows, confirm that you want to delete the selected activity. Generating Account Summaries To generate a summary of any account in PDF format, proceed as follows: 1. Choose Customers Accounts . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 229 Service Features

230 2. Open the appropriate account. 3. Choose Summary . Opening CRM Factsheet To open a CRM Factsheet, proceed as follows: 1. Accounts . Choose Customers 2. Open the appropriate account. 3. Actions CRM Customer Factsheet . Choose Launching ERP Customer Cockpit ERP Actions tab you can also launch the ERP Cockpit with From the details of the account on the Sales Data and you can open an ERP Customer Factsheet as PDF with Actions ERP Customer Factsheet Cockpit presumed your system is connected with ERP. Prerequisites To enable the Cloud for Customer system to launch the ERP Customer Cockpit you must do the following adaptations: 1. ERP and search for General Mashups Mashup Authoring work center choose Administrator In the Account Cockpit (SM00105) and update the URL with the connected ERP system data. 2. To find the URL, login to the corresponding ERP system and do the following steps: F8 . , enter CFS_APPILCATION into the field ServiceName and press 1. Start transaction SICF The service cfs_application is shown in the next screen. 2. Make a right click on the screen and select . Test Service 3. A web browser is opened with an URL. Copy this URL. Alternatively you can also to the following: . Then Display Web Dynpro Comp/Intf. CFS_COMPONENT and click , select SE80 Start transaction and enter cfs_application open web dynpro applications URL . and under the properties, copy the URL from field 3. Now you can paste the URL in the mash-up and save your work. Using International Address Versions If your administrator has activated this function, then proceed as follows to record address information for accounts in multiple character sets — for example, in the Greek or Roman alphabets, or in Cyrillic or Thai script, among others. 1. . Customers Accounts Choose 2. Open the appropriate account. 3. Actions International Version . Choose 4. On the following screen, from the dropdown list, select the alternative alphabet or script in which the address information is to be specified. If a user is logged on to the system in Japanese, but wants to enter address information for an account in Thailand, then that user can specify the Thai script from the dropdown to enter the address, as required. OK . 5. Choose This function is also accessible from the Addresses tab of the account. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 230 Service Features

231 See Also Contacts [page 88] Start Here for SAP Cloud for Sales 4.5.2 Contacts Contacts are organized in relation to the accounts from which they originate. For more information, see Accounts [page 80] . On the tab, you can display existing contacts associated with accounts, create new contacts, and set Contacts contact statuses. You can also display contact details, review additional data, and rename and edit contacts, as required. Once you have created a contact, it can no longer be deleted. You can, however, set its status as . Obsolete Tasks Creating Contacts 1. Customers Choose . Contacts 2. Choose New . 3. Enter the First Name and Last Name of the contact, then specify the Account that is associated with it. If desired, enter additional details for the contact, such as organizational information, or the Phone Mobile , , E-Mail and of the contact. 4. Save your entries. If your administrator has scoped the solution to check for potential duplicate contacts, then select Check for Duplicates , before you save the contact, to ensure that its information is unique. If the information you enter is found to resemble the information of an existing contact, then the solution notifies you that potential duplicate contacts were found. For a description of the available save options, see Save Options. Editing Contacts You can edit contacts from the Contact item header, as follows: 1. Position the cursor over the information to be edited. For example, if you want to rename the contact, position Name field. the cursor over the 2. Change the desired entries. Depending on the field, use the dropdown menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 231 Service Features

232 From the item header, you cannot edit the business address of the account that is associated with this contact, but you can use the dropdown menu to specify a different business address for this contact, if desired. Addresses tab. To create or edit personal addresses for the contact, choose the Choosing Contact Filters Contacts are displayed in one of three standard filters, described below: Standard Contact Filters Contacts Displayed Filter All All contacts of all accounts that you are authorized to access. All contacts of all accounts for which you are assigned as a member of the account team. My Contacts My Team's All contacts of all accounts for which you are assigned as a member of the account team, and, if you are a Contacts sales manager, all contacts of all accounts for which any subordinate of yours is assigned as a member of the account team. The standard filters above do not include obsolete accounts. To view obsolete contacts, create and save a Working with Lists . new filter. For more information, see [page 45] My Contacts , You can modify the range of accounts displayed by selecting among these filters. The default filter is Setting Contact Status From the contact details, use the Actions menu to choose the following applicable status: ● . Actions Set as Active to change the contact status to Active Choose ● to change the contact status to Block Choose Actions Blocked , which will exclude the contact from subsequent search results. ● . Actions Set as Obsolete to change the contact status to Obsolete Choose You may assign a new status to a contact at any time, as required. For example, you can set any active contact as obsolete, or any blocked contact as active. Reviewing Tabs in Contact Details The tabs that you see in the contact details depend upon the features of SAP Cloud for Customer that your company has implemented. Some of the tabs below are not visible by default. Assuming the features are enabled by your administrator, you must personalize the screen to make some tabs visible. For more information, watch the video Customizing Your Personal Settings . From the contact details, you can select these tabs to perform additional actions. The following table summarizes, per feature, the tabs that are available: SAP Cloud for Customer 232 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

233 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Engagement? Actions Cloud for Sales? yes Select this tab to see the latest updates made to the contact, and any Overview yes addresses associated with the contact. Feed Select this tab to read any Feed updates that are associated with this yes yes contact. For more information, see About the Feed [page 21] . On this tab, you can also open, tag or flag Feed updates, mark them Tags as favorites, or comment them. For more information, see and Shelf [page 27] . [page 28] Select this tab to view, edit or add addresses that are associated with Addresses yes yes this contact. It is not possible to remove an existing address from a contact, because the existing address may already be referenced by other items, such as leads and opportunities. Select this tab to view, edit or create activities that are associated yes yes Activities with this contact — including appointments, tasks, phone calls, and e-mails. For more information, see [page 35] . Activities Select this tab to view leads that relate to this contact. For more Sales Leads yes yes . [page 95] Sales Leads information, see Opportunities Select this tab to view potential sales opportunities for this contact. yes yes [page 97] . For more information, see Opportunities Relationships Select this tab to view associated relationships. yes yes If your administrator has not enabled integration with SAP ERP, then this tab will not appear. Registered Select Registered Products to view registered products associated yes no with this contact. Products Select this tab to view associated campaigns. yes no Campaigns Select this tab to view associated marketing interactions. yes no Marketing Interactions Tickets Select this tab to view tickets associated with this contact. no yes Marketing Select this tab to view the marketing permissions that have been yes no defined for this contact. Permissions Marketing no If integration with SAP Customer Relationship Management (SAP yes Attributes CRM) is set up in your system, then you can choose this tab to access SAP CRM marketing attributes associated with this contact. See Also Accounts [page 80] SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 233 Service Features

234 4.6 Employee Support Employee support enables you to create support tickets for company employees. Support tickets can be created automatically from e-mail messages sent to an internal support address, or support staff can create tickets manually. Support staff can view employee details in the agent workspace. Employees can also create tickets on behalf of another employee. Employee Melvin Jones loses his laptop and has no way to send an e-mail message to support. His manager, Rita Thomas, sends a request for a replacement laptop on Melvin's behalf. Support staff can process the ticket and a response will be sent automatically via e-mail. Employee support uses the same basic ticket processing infrastructure as customer service. The documents linked below apply to both solutions. Note that not all features described in these documents are available for employee support. See Also [page 199] Tickets Processing Tickets in the Agent Workspace [page 205] VIDEO: Start Here for Employee Support [page 234] Templates [page 212] Unassociated E-Mails [page 218] 4.7 VIDEO: Start Here for Employee Support Video Start Here for Employee Support (3m 44s) Learn how to provide employee support in SAP Cloud for Service, from sorting and working with tickets, through sending a reply with links to knowledge base articles and resolving the issue reported. YOU AGREE that unless expressly stated You are entering a site that is not hosted by SAP. By using such links, otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 4.8 Registered Products A registered product is one that is associated with a specific customer and for which you have recorded a unique serial number. When a ticket is created, the registered product information allows the agent to identify the unique SAP Cloud for Customer 234 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

235 customer product, the current valid warranty, and to determine service entitlements if any exist. Additional information, such as product location or sales channel, is used in the service process and for reporting purposes. Tasks Registering a Product tool which can be accessed from the following locations in You register products using the New Registered Product the solution: ● From the toolbar, click . New Registered Product ● Products Registered Products , click New . Under ● Registered Products tab, click New . From the customer detail screen on the When you create a registered product from a customer detail screen, the relevant information is automatically copied into the form. ● From the workspace, under click the Edit icon for Serial ID , then click the Value Additional Information icon. On the resulting pop-up, click New Registration . Selection When you create a registered product from the workspace, the customer and product information in the ticket are automatically copied into the form. Customer , Product 1. Enter the data for Serial ID for identifying the registered product. and The registered product ID is made up of the registered product and reference product, and is a unique ID. However, the registered product is not necessarily unique. For example you can have a registered product 127 for the reference product A, and a registered product 127 for the reference product B. For this reason, the system may remind you that the number already exists if you should enter a non-unique registered product. 2. Save your entries. Editing a Registered Product You can review or add more information to a registered product from the registered product details screen. And similar to creating a registered product, you can access that details screen from several locations in the solution. Primarily, from one of the following: ● When creating the new registered product, rather than just saving and closing the form, you can choose Save and Open instead to . ● From the customer details Registered Products tab, click the Serial ID link. ● of the registered Products Registered Products , select your query and then click the Serial ID Under product you want to review or edit. Adding Product Details The Overview tab is where you can enter additional details such as the product location, the owner of the registered product (if different from the customer), and notes. Remember to save your changes before closing the registered product details. Adding a Warranty 1. To add a warranty for the registered product, on the Overview tab, click the Edit icon for Warranty , then click the icon and select a warranty from the list. Value Selection 2. Save your entries. SAP Cloud for Customer 235 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Service Features

236 For more information, see Warranties . [page 236] Adding Attachments 1. On the Add . Attachments tab, click 2. Select the type of attachment to add. ● Local File : allows you to choose a file from your local drive and upload it to the system ● Web Link : allows you to define a URL and a display title ● From Library : allows you to choose an attachment from the solution library . [page 53] For more information, see Library 3. Save your entries. Reviewing or Adding Tickets Tickets tab. You can also create a new You can review any existing tickets related to the registered product on the ticket. New . 1. Click 2. Review the automatically filled information and make any necessary changes. 3. Enter a subject and description for the ticket. 4. Save your entries. If you choose to Save and Open , the new ticket will open for processing in the workspace. Review Changes You can review the change history for the registered product on the Changes tab. 4.9 Warranties You can create warranties in the system, defining their duration and any uncovered incident categories. These warranties are then available to assign to registered products. Tasks Create a Warranty 1. Products Go to and click New . Warranties 2. Enter a name, the ID, and the duration. Enter the duration as a number and time unit, for example “30 days” or “30 d”, and the system will recognize this and convert it to “30 Day(s)”. 3. Under Uncovered Incident Categories you can add process or incident categories from your service category catalog. Tickets assigned an uncovered incident category are excluded from warranty coverage. Service or process categories without assigned incident categories are not relevant for the warranty coverage. In column Category Type you can see whether you selected a process or an incident category. 4. Save your entries. The warranty is created in status In Preparation . SAP Cloud for Customer 236 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

237 Activate the Warranty To activate the warranty search for the corresponding warranty and select Actions Activate . Assigning a Warranty to a Registered Product 1. Products . Go to Registered Products 2. Find the relevant registered product and open the details by clicking the serial ID. Warranty , click Edit . 3. For Value Selection 4. Click and select the relevant warranty. 5. Save your entries. Uncovered Incident Categories Uncovered Incident Categories Under you can assign incident categories to exclude specific issues from the warranty in case it is selected in, for example, a ticket. To make it easier you can also add service categories. In this case all incident categories underneath the selected service category are uncovered for this warranty. The same applies incident categories below another incident category. Only the incident categories have an impact whether a warranty should be granted for a product or not. For example, Uncovered Incident Categories if no incident category was assigned to a service category listed in and if you then select this service category in the ticket, no warranty limitation and/or exclusion will take place. Categories are bundled hierarchically so the higher level also includes the lower levels: Catalog (hidden field by default in the Uncovered Incident Categories ) includes a selection of service categories. A service category is used to categorize different kinds of service inquiries, for example, a product problem or an information request. The incident categories , and all related incident categories in a lower level, are subcategories of the service categories and are used to categorize the different types of incidents. The following is an example for the service category product problem: gas boiler or electrical boilers. ● Customer Service & Support (Catalog) ○ Information Request (Service Category) ○ Product Problem (Service Category) ○ Gas Boiler (Incident Category) ○ Control Regulation Unit (Incident Category) ○ Customer Fault (Incident Category) ○ Installation Problem (Incident Category) ○ Electrical Boiler (Incident Category) ○ Control Regulation Unit (Incident Category) ○ Customer Fault (Incident Category) ○ Installation Problem (Incident Category) A company is selling boilers. All gas boilers should have a 5–year warranty. Excluded from the warranty should be the customer fault category. The administrator creates a warranty that is valid for 5 years and selects under Uncovered Incident Categories the service category Customer Fault (Incident Category) and Electrical Boiler . In the case where a customer has a problem with a gas boiler and the issue was, for example, the customer's fault, the warranty of the customer does not cover this damage. But if the damage is due to an installation problem, the damage is covered by the warranty because it was not excluded. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 237 Service Features

238 4.10 Analysis Analysis is your access point to system analytical data and reports that you can use to recognize trends, measure customer sentiment, or track metrics like ticket volume or ticket completion rates. ® You can also download reports and run ad-hoc analyses, either in your Web browser or in Microsoft Excel . Service Overview Dashboard Service Overview is a set of charts based on the reports in your system. They provide you with a snapshot of the The information you find most important and can be rearranged to suit the way you work. Personalizing For more information on adding or removing reports from the overview to personalize it, see [page 159] . Dashboards To view report details, click the icon and choose one of the following options: Actions ● View with Web Browser ● View with Web Browser — Quick Filter ● View with Microsoft Excel® Reports for the Customer Service and Social Media Features of SAP Cloud for Customer The following reports are available from SAP, though your administrator may create custom reports that you can also choose to display in the overview dashboard (listed in alphabetical order): Reports in SAP Cloud for Service and SAP Cloud for Social Engagement Report Description Customer Count Shows the number of customers by channel, product, and time. Customer Sentiment Measure Shows a customer’s average sentiment over time. Shows the number of daily average service requests for Daily Average Service Request Backlog month-to-date and year-to-date. Daily Average Service Request Backlog (Priority) Shows the number of daily average service requests by priority. Daily Average Service Request Backlog (Service Organization) Shows the number of daily average service requests by structure, service organization, and service and support organization. Daily Average Service Request Backlog (Top-10 Service Shows the number of daily average service requests by the top 10 service categories. Category) Daily Average Service Request Backlog (Year) Shows the number of daily average service requests by year. Operational Metrics Shows the average handle time by agent, channel, product, and time. Sentiment Measure Shows the number of positive, neutral, and negative sentiments by channel, product, and time. SAP Cloud for Customer 238 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

239 Report Description Shows the number of open and in process service request Service Request Backlog backlog items per rolling week. Service Request Completion Rate Shows the service request completion rate by day. Service Request Daily Average Shows the number of service request daily average for month- to-date and year-to-date. Shows the total number of inbound ticket activities, including Ticket Activity Volume original messages, comments, and likes by channel and product. Shows the percentage of tickets completed by channel, Ticket Completion Rate product, agent, and time. Ticket Escalation Rate Shows the percentage of tickets escalated by channel, product, agent, and time. Ticket Priority Shows the average and median ticket priority scores and the number of high, medium, and low priority tickets by channel, product, and time. Ticket Volume Shows the number of tickets by channel, product, status, and time. Top 5 Influencers Shows the top 5 influencers or customers based on the Klout score or message volume by channel and product. Top 5 Knowledge Base Articles Shows the top 5 knowledge base articles shared with customers by channel, product, and time. Top 5 Topics Shows the top 5 topics identified in tickets by channel, product, and time. 4.11 Processing Inbound Phone Calls Overview Upon installing the Computer Telephony Integration (CTI) client adapter provided by SAP, your solution will automatically generate phone activities that capture customer information for incoming calls, provided that your solution is enabled to contain the Live Activity pane. Prerequisites You have installed third-party telephony software. Tasks Installing the CTI Client Adapter To allow your solution to automatically generate phone activities, install the CTI client adapter as follows: 1. In SAP Cloud for Customer, choose Download . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 239 Service Features

240 2. Download the CTI Client Adapter as follows: CTI Client Adapter , then click . 1. Hover over Download when prompted. Run 2. Click Yes when asked if you want the solution to publish changes on your computer. 3. Click 4. Complete the steps in the setup wizard. Upon completing the installation steps, the adapter will be installed on your computer, and a shortcut will be visible on your desktop. Compatibility menu. Enable the selection 3. Right-click the shortcut to the adapter on your desktop. Open the Run the program as an administrator . Adding Notes to Current Phone Call Activity Live Activity pane, then you can view the details of your current phone call If you solution is enabled to contain the and add notes to the activity. To see current phone call details, the installed on your desktop must be running. You need CTI Client Adapter SAP Cloud for Customer to run the adapter before you open . 1. During a phone call, click Live Activity . Actions in the live activity pane to clear the previous call information. Reset If necessary, you can choose The details of your current call will be populated in the pane: ● Call Information contains details about the current call. ● Customers contains detailed information about the customer on the call. You can also search for customer information. ● Tickets contains a list of tickets related to the current customer. You can also search for tickets. 2. Enter your comments in Notes and save your changes. Activities Phone Calls , then open the phone call To see the notes you added to the activity, choose activity. Notes Your comments are visible in . Converting a Phone Activity to a Ticket You can convert a phone activity to a ticket if your solution is scoped to use Social and Service features. 1. . Activities Phone Calls Choose 2. Select the phone activity you want to convert from the list. Actions and then Convert to New Ticket . 3. Select You will see a ticket in the Queue that contains the information from the phone activity. SAP Cloud for Customer 240 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Service Features

241 5 Social Media Features 5.1 VIDEO: Start Here for Social Engagement Video Start Here for Social Engagement (7m 22s) Find out the basic information you need to get working on tickets in SAP Cloud for Social Engagement. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 5.2 Customer Service 5.2.1 Queue , you can see a list of open and in process tickets. You can use the tools in the Customer Service Queue In Queue to process customer tickets. Customer Service To see a list of all tickets, including completed tickets, go to Tickets . Not all ticket processing options and channels are available for Employee Support. Ticket Tasks To work on a ticket, you must first select it by highlighting the ticket without choosing any of the links. You can select multiple tickets by holding down either the or the Command key. Ctrl The following table lists tasks that you can perform on any ticket: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 241 Social Media Features

242 Task Procedure Result Change the status of a ticket. The status of the ticket is updated. 1. Choose the icon. Actions 2. Select Set Status... 3. Select the appropriate status from the dropdown list. The priority icon changes according to Change the priority of a ticket. 1. icon. Actions Choose the your selection. Set Priority... . 2. Select 3. Select the appropriate priority from the dropdown list. Set a ticket as irrelevant. The ticket is set to the Set As Irrelevant 1. Actions Choose the icon. status and removed from all queues. Set As Irrelevant . 2. Select 3. Choose in the Yes Confirm window. Ticket Relevance Escalate a ticket to a supervisor or status. Escalated The ticket is set to 1. Choose the icon. Actions Escalated tickets may be assigned to a subject matter expert. . Escalate 2. Select supervisor or designee depending on in the Confirm Yes 3. Choose your system settings. window. Escalation De-escalate a ticket. 1. icon. Choose the Actions . De-escalate 2. Select Yes in the Confirm De- 3. Choose escalation window. Assign a ticket to yourself. The ticket is assigned to you and moved 1. Actions icon. Choose the to your queue. , select Me Assign To 2. Under . Assign a ticket to another agent or The ticket is assigned to the specified 1. Choose the Actions icon. another team. agent or team. Team... . Agent... 2. Select or 3. Complete one of the following options: ● Enter the name of the agent or team. ● Search for an agent or team by choosing the Value icon. Select Selection the agent or team from the options presented. 4. Choose OK . SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 242 Social Media Features

243 Task Procedure Result Add a note to a ticket. When the ticket is opened in the agent 1. icon. Choose the Actions workspace, the note appears in the 2. Select . Add Note section. Interactions 3. Enter your note. 4. Choose Save . The following table lists tasks that you can perform in any ticket: Task Procedure Result You can create tickets and sales quotes Create follow up items for a ticket. to create follow up tasks so you can complete a ticket. 1. Open a ticket and choose Follow Up . 2. Select Create Ticket , Create Sales Quote , Create Opportunity or . Create Lead. 3. Enter all necessary information and save your changes. You can view the follow-up items created for the ticket in Related Items . Follow-up items are indicated by an arrow that points away from the ticket you are working on. Create a PDF 1. To create a PDF from the ticket open the ticket and under Customer Overview select the language you want to use in the PDF. 2. Then click Summary Preview . Another window with the ticket PDF preview opens. Now you can print it out or save a PDF on your local machine to send it as e-mail to the customer. 3. When you click Summary Generate the system creates automatically an attachment that can be found on Attachments tab. the SAP Cloud for Customer 243 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Social Media Features

244 Task Procedure Result When the ticket is in approval you are If approval is activated in your system a Submit ticket for approval. only able to create follow-ups or add ticket will go in approval as soon as one internal notes. of the defined conditions are met. You For more information, see Enabling will then get a warning message and the Approval Processes in the Administrator ticket either goes into approval after Guide. saving or you have to submit it manually Approval by clicking Submit for . Approval If you have to withdraw the approval for Withdraw ticket from approval. any reason you can do this by clicking Approval Withdraw from Approval . See Also Start Here for Service [page 196] [page 48] About Worklists 5.2.2 VIDEO: Processing Tickets Video Processing Tickets (4m 12s) Find out about the tools in the Workspace and in the Queue and Tickets list that help you to complete tickets. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 5.2.3 Processing Tickets in the Agent Workspace When you open a ticket, you can access the tools you need to solve customer problems in the agent workspace. Here, you can respond to tickets through the channels set up for your solution. You can also search similar tickets and the knowledge base to help you close tickets. Not all ticket processing options and channels are available for Employee Support. SAP Cloud for Customer 244 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

245 Tasks Common Ticket Tasks The following table lists tasks that you can perform on tickets. Ticket Tasks Result Task Procedure Change the status of a ticket. The status of the ticket is updated. Edit at the bottom 1. Choose of the screen. 2. Select the new status from the dropdown. 3. Save your changes. Change the priority of a ticket. The priority icon changes according to your 1. Choose Edit at the bottom selection. of the screen. 2. Select the new priority from the dropdown next to . Priority 3. Select a priority from the dropdown. 4. Save your changes. The ticket is set to Irrelevant status and removed Set a ticket as irrelevant. at Set as Irrelevant 1. Choose from all queues. the bottom of the screen. in the Yes 2. Choose Confirm Ticket Relevance window. Escalated The ticket is set to status. Escalated Escalate a ticket to a supervisor or at the 1. Choose Escalate tickets may be assigned to a supervisor or subject matter expert. bottom of the screen. designee depending on your system settings. Yes in the Confirm 2. Choose window. Escalation SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 245 Social Media Features

246 Task Result Procedure The ticket is moved either to you or to the Assign a ticket to yourself, another 1. Choose Assign To at the specified agent or team. agent, or another team. bottom of the screen. ● Me Select to assign the ticket to yourself. ● Agent... Select to assign the ticket to another agent. ● Team... to Select assign the ticket to another team. 2. To assign the ticket to another agent or team, do one of the following: ● Enter the name of the agent or team. ● Search for an agent or team by choosing . Value Selection Select the agent or team from the options presented. 3. Choose . OK A copy of the ticket is now available in the external If your solution is connected to the Copy a ticket to an On Premise CRM on-premise SAP Customer system. You can still see the ticket in your system. Relationship Management (SAP solution but it can only be edited in the external system. You can see an id number assigned to the CRM), you can copy a ticket to this solution by performing the following: field in the workspace. External ID ticket in the This number cannot be changed. The external 1. Choose Edit at the bottom system will update the ticket status in your of the screen. solution. the Copy to CRM 2. Select status dropdown. An agent has copied a ticket to the on- premise SAP CRM system. The agent 3. Save your changes. checks the ticket periodically to make sure the ticket is completed. When the ticket is set to Completed in the external system, the agent can now see that the status of the ticket is set to Completed in the workspace. SAP Cloud for Customer 246 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

247 Task Procedure Result You can create tickets and sales Create follow-up items for a ticket. quotes to create follow-up tasks so you can complete a ticket. Follow Up . 1. Choose 2. Select either Create Ticket or Create Sales Quote . 3. Enter all necessary information and save your changes. You can view the follow-up items Document created for the ticket in . Follow-up items are indicated Flow by an arrow that points away from the ticket you are working on. You can copy ticket information Copy ticket information into a new ticket. from an existing ticket into a new ticket, for example, to make a ticket for a customer that is having a similar issue. 1. Choose Copy . 2. Some of original ticket information will be copied from the ticket you are working on. 3. Enter all necessary additional information and save your changes. You won't see tickets leave your queue until you exit the workspace. Responding to a Ticket The channel of the ticket determines your response options. For example, you can respond to a Twitter ticket by posting a tweet. Reply , 1. Choose , or Compose New E-Mail . The options available to you will depend on the channel of Comment the ticket and any past interactions. 2. Type your response or select a template to use in your response. If your system is set up to support it, you can insert a chat link in your response so that you or another agent can begin a live chat session with the customer. 3. Attach any articles that may help your customer. This action is not available when replying to Facebook comments. 4. Choose Tweet , Comment , or Send . Again, the options available will be determined by the ticket type. Your response will be added to the interactions for the ticket. You may need to refresh the screen to see your response appear. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 247 Social Media Features

248 Responses that contain profanity are blocked from being sent by the solution. If your message contains profanity, the solution will ask you to remove it. See the relevant section below for more information on responding to tickets from or through different channels. Twitter ● If you reply to a tweet, your response will be sent to Twitter as a reply to the original tweet from the customer. ● Public responses to Twitter tickets are limited 140 characters, including spaces. If you enter a message greater than 140 characters, you will not be able to send the response. The solution counts the remaining available characters as you type. ● You can use Twitter to send a private message if the user follows the Twitter handle of the company used in the response. ● You can retweet a message to Twitter that has been posted by a customer. Hover your mouse over the Retweet . The message will be posted on your company’s Twitter Interactions and choose message in page. Facebook ● Customers can send either public messages by commenting on your company's Facebook wall or private messages by messaging your company using Facebook. Your response will automatically be public if the customer's message was public or private if the customer's message was private. ● If you reply to a Facebook message, your response will be sent to Facebook as a reply to the customer's original Facebook message. ● If your solution is set up to support it and your company's Facebook page allows nested commenting, you can reply to comments to a post in Facebook. Your response will appear underneath the original comment. E-Mail ● To respond to a customer via e-mail, your system must have the customer's e-mail address stored. For more information about editing a customer's profile to add an e-mail address, see Individual Customers [page 267] . ● You may have the option to reply to a ticket, or compose a new e-mail. If you choose to reply, the previous customer message will be copied, in addition to preserving any of the recipients of the last e-mail. ● If your system is set up to support it, you can respond to tickets from the agent workspace using Microsoft ® . To do this, you must download and install the SAP Cloud for Customer Add-In for Microsoft Outlook. Outlook [page 38] For more information, see Installing the SAP Cloud for Customer Add-In for Microsoft Outlook [page 214] and Working from Microsoft Outlook for Service Users . ● If the e-mail bounces, you will receive an error message in Interactions . The error message will be generated after the solution tries to deliver the message. SAP HANA Cloud Portal, Support Site Option ● If your company has enabled a support portal, you can post a note to the portal. Chat ● Depending on the configuration of your system, the chat transcript may be available to you after the live chat has ended in the ticket interactions. Using the Knowledge Base ● The knowledge base may be pre-populated with articles based on any tags associated with the ticket. If browsing in your knowledge base is enabled, you can also search the knowledge base for relevant articles. ● Attach . Choose an article to preview it. Attach it to the ticket by hovering over the article and choosing SAP Cloud for Customer 248 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

249 ● When you attach an article from the knowledge base, a URL will be entered into the reply box. ● Choose Reset to clear your search terms and return to the original list of recommended solutions. Searching for Similar Tickets Enter or choose Search to Search Similar Tickets . Press 1. Enter your search terms in the input field in initiate the search. The solution will return a list of in process and completed tickets based on your search keywords. 2. There are two ways to see the articles attached to a ticket: a. Click the link next to the paperclip icon in the list view. b. Open the ticket in detail view by choosing the ticket number and then opening the Attached Articles tab. The ticket detail allows you to see both the ticket history and the articles attached to the ticket. Attach . 3. You can send customers a link to an article by choosing Attach to Article a. Click if you accessed the article from the link in the list view. b. Click the attach ( ) button if you accessed the article from the Attached Articles tab in the detail view. + A URL will be entered into the text box in the ticket activities area. 4. Click to clear your search terms. Reset The original list of recommended solutions will populate the tab and the keywords associated with the ticket will populate the search text box. Creating a Note Add Note . 1. Click 2. Enter your note in the text box. 3. Save your note. It will be added to the ticket interactions. Changing Product Information 1. Choose Edit at the bottom of the screen. 2. In the Product section, perform one of the following: . Enter a. Type in the product name, then choose b. Choose Value Selection to choose the product name from the list in the Select a Product window. About Worklists . You can also perform a search in this window. For more information, see [page 48] Edit , then Serial Number , then choose You can also register the product directly from the workspace by choosing Value Selection New Registration . . In the resulting window, choose [page 234] . For more information, see Registered Products Changing a Customer 1. Choose Edit . 2. In the Customer section, do one of the following: Value Selection 1. Choose to select the customer name from the list in the window. [page 48] . You can perform a search in the window. For more information, see About Worklists 2. Type in the customer name then press Enter . 3. Save the new information. Adding an Attachment 1. Click Attachments . SAP Cloud for Customer 249 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Social Media Features

250 2. Click Add . Select the source of the attachment. Add Attachment window opens. The and find the file you want to attach. 3. Click Browse or Internal Attachment from the Document Type selection field. 4. Select either Standard Attachment can be viewed by all users of the solution but not to customers. Internal Attachments 5. Click Add . Reviewing the Ticket Change History Personalize This Screen In order to review the change history, you need to switch on the tab using the feature. 1. Under , choose Tabs . Sections Tabs Change History . 2. Under , select 3. Save your entries and close the personalize pane. Change History tab is now active in the workspace. The Changing the Category Information Service Category , Incident Category , Cause Category , Resolution You can change the category information for the Category , and Object Category . 1. Choose Edit . Value Selection , then select the new category ID. Category 2. In the section, choose a. For incident categories you can pick the new category form the Tree View . Changing a Message Sentiment If text analysis incorrectly interprets a message sentiment, you can manually change the sentiment of the message in Interactions . Interactions . 1. Choose the sentiment name in 2. Select the new sentiment from the dropdown list. Viewing Ticket Relationships in Document Flow The Document Flow tab displays the tickets and sales orders that are related to a ticket you are working on. When you create a follow up ticket or sales order, Document Flow displays the relationship between the items. Arrows point away from the original ticket and point toward any follow up tickets and sales quotes. Tracking Ticket Progress with Timeline Information The data points in Timeline help you track a ticket's progress. Some of the dates in the Timeline are pre-populated when you open a ticket. These dates are calculated based on your company's service level agreements and the time at which the ticket was created. Some of the fields in Timeline will change when you change a ticket value or respond to a customer. The table below describes the events that cause changes to fields in the Timeline . SAP Cloud for Customer 250 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

251 Field Name What Causes the Value to Change ● Changing information in a ticket. Changed On You change the product associated with the ticket. After you save, the time you see in is updated. Changed On ● Responding to a customer. ● Making a note to the ticket. Initial Review Changing the ticket status from Open to In Process . Completed Last Customer Each time a customer responds to an agent, the time the response occurred will populate this field. Interaction Last Agent Each time an agent responds to a customer, the time the response occurred will populate this field. Interaction Next Response Each time a customer responds to an agent, the time populated in Next Response Due will be updated according to your company's service level agreement, if this has been configured for you solution by your Due administrator. Date Completed Changing the ticket status to Completed . 5.2.4 Social Media Messages Social Media Messages allows you to see a messages generated on social media Web sites and broadcasts that you have created. You can see all replies and comments to messages and broadcast as separate items in the social media messages list that can be sorted, filtered, and searched. Actions icon. You can delete Facebook messages and Twitter responses in the social media messages list using the Tasks Sending Broadcast Messages 1. Click . New 2. Select the channel to receive the broadcast by either typing in the channel name in the channel field or clicking the Select Channel icon and selecting the channel from the resulting list. A broadcast can only be used for one channel. Picture attachments can be sent to Twitter channels. Message text box. 3. Enter the broadcast message in the Messages for Twitter cannot contain more than 140 characters, including spaces. As you type, the solution counts the number of characters you have used. 4. Click Send . SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 251 Social Media Features

252 Once a broadcast is sent, it cannot be edited. See Also [page 48] About Worklists 5.2.5 Templates You can use templates to save time and to standardize responses. Templates are available directly from the workspace and can include placeholders for business data like the customer name or the ticket ID. Templates You'll find templates under . Customer Service Tasks Creating an E-Mail Template E-mail templates are created and edited directly in the system using a rich text editor and can use placeholders that are automatically replaced with the related business data once the response is sent. New 1. Click . 2. Enter the template name. You can also enter a template description, for example to describe when to use the template. 3. Select as the template's channel type. E-Mail 4. Enter the e-mail Subject line. 5. Enter the e-mail Template Text . 6. Save your entries. If you want to use placeholders in your template, you can either or go back and edit Save And Open the template later. Creating a Social Channel Template Templates for social media channels use plain text and can include placeholders. New . 1. Click 2. Enter the template name. You can also enter a template description, for example to describe when to use the template. 3. Select Social as the template's channel type. 4. Then select the Social Channel . 5. Enter the . Template Text Messages for Twitter cannot contain more than 140 characters, including spaces. As you type, the system displays a running character count below the text box. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 252 Social Media Features

253 6. Save your entries. If you want to use placeholders in your template, you can either or go back and edit Save And Open the template later. Creating a Portal Template Templates for the service portal use plain text and can include placeholders. . 1. Click New 2. Enter the template name. You can also enter a template description, for example to describe when to use the template. Template Text . 3. Enter the 4. Save your entries. Save And Open If you want to use placeholders in your template, you can either or go back and edit the template later. Creating a Template from a Response in the Workspace Once a response has been sent to a customer, you can save it as a template. 1. Select the outbound response you want to save as a template in the interactions area of the workspace. icon. 2. Choose the Actions 3. Choose Save Response As Template . The New Template quick create opens with the channel type and other relevant fields automatically filled to reflect the response you chose. 4. Enter a name for the template and, if necessary, add additional information. 5. Save your entries. Creating a Corporate Template If you have administrator access rights in the system, then you have the option of creating corporate templates. When creating a new template, for any channel type, select Corporate to make the template available for use by all agents. Adding Placeholders to a Text-Based Template You can add placeholders for business data in your templates. When a response is sent using a template with placeholders, the system will replace the placeholder with the actual business data it represents. 1. Open the template details by clicking the template name. 2. Click inside the Template Text box. 3. Edit the text and add any of the placeholders from the list below. 4. Save your changes. Available Template Placeholders Placeholder Description Replaced by the name of the agent assigned to the ticket #AgentName# Replaced by the name of the account associated with the ticket #AccountName# SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 253 Social Media Features

254 Placeholder Description Replaced with the status of the ticket #Status# Replaced with the description of the ticket #Description# Replaced with the ID of the ticket #TicketID# Replaced with the name of the contact associated with the ticket #ContactName# Replaced with the ID of the product associated with the ticket #ProductID# Replaced with the date and time when the ticket was created in the system #CreationDateTime# Replaced with the description of the product associated with the ticket #ProductDescription# Replaced with the serial number of the registered product associated with the ticket #ProductSerialNumber# Replaced with the ID of the warranty assigned to the ticket #WarrantyID# Replaced with the expiration date of the warranty assigned to the ticket #WarrantyEndDate# Replaced with the date and time by which the initial response to a ticket should be #InitialResponseDueDateTime# sent Replaced with the date and time by which the ticket should be completed #CompletionDueDateTime# 5.2.6 Unassociated E-Mails If your system is configured to support e-mail as a channel for creating customer service tickets, then any incoming e-mails that the system cannot automatically convert to a new ticket or assign to an existing ticket get added to the list of unassociated e-mails. These e-mails must be manually processed by agents. There are several reasons why an e-mail could not be automatically associated with a ticket. For example, your system may be configured to require manual processing or there may be more than one contact with the same sender e-mail address. The system displays the reason in the e-mail details to assist you determining whether the e-mail should be converted to a new ticket or assigned to an existing ticket. Processing Unassociated E-Mails 1. Customer Service Unassociated E- To view the list of unassociated e-mails in your system, go to Mails . 2. Open the E-Mail details. 3. Review the reason why the system did not automatically associate the e-mail with a ticket. You'll find the reason just above the General section of the e-mail details. 4. Determine whether the e-mail should be converted to a new ticket or assigned to an existing one. For example, the reason indicates there were no matching contacts found for the e-mail address used to send the e-mail. But the e-mail message itself mentions a corporate customer account and includes a full contact name. You look up the account and find the contact mentioned in the e-mail. Since the e-mail message does not mention an open issue or known ticket, you determine that this e-mail should be converted to a new ticket for that customer. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 254 Social Media Features

255 5. Under Action , choose one of the following: ● Convert to New Ticket quick create opens where you can complete the required information and save your The New Ticket entries to create a new ticket based on the e-mail. The e-mail is removed from the list of unassociated e-mails and can no longer be processed as an e-mail. ● Assign to Existing Ticket A selection dialog box opens where you can choose a ticket to which to assign the e-mail. The e-mail is removed from the list of unassociated e-mails and can no longer be processed as an e-mail. ● Delete Deletes the e-mail. Only administrators can delete unassociated e-mail messages. 6. Close the e-mail details. 5.3 Customers 5.3.1 Accounts Accounts tab, you can display existing accounts, create new accounts, and set account statuses. You can On the also display account details, review additional data, and rename and edit accounts, as required, and, if you are authorized to do so, assign employees to an account team. Once you have created an account, it can no longer be deleted. You can, however, set its status as Obsolete . Tasks Creating Accounts 1. Choose Customers . Accounts 2. Choose New . 3. Enter the Name and Country of the account, then specify its City . If desired, you also may enter the account's Web site, or specify its classification. 4. Save your entries. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 255 Social Media Features

256 If your administrator has configured the solution to check for potential duplicate accounts, then the system performs a duplicate check when you save the account to ensure that its information is unique. Check for Duplicates , before you save the account. Alternatively you can select If the information you enter is found to resemble the information of an existing account, then the solution notifies you that potential duplicate accounts were found. You might be confused that if you enter, for example, the name and the system doesn't Eastsouth find the already existing Eastsouth Corp as a duplicate. The reason is that the system calculates the duplicate possibility according a specific algorithm and only accounts with a similarity above the configured threshold are shown as possible duplicates. The algorithm calculates the account name similarity of two accounts with one account name consisting of one word, for example, , and the other account name consisting of two words, Eastsouth for example, with a similarity that is below the standard threshold. Hence the existing Eastsouth Corp is not shown as possible duplicate. Eastsouth Corp Therefore we recommend to enter as much correct information as possible if you want to get reasonable results, especially the whole account name and, for example, address information. Alternatively, you can contact your administrator to change the system settings to weak duplicate checks. You can find theses settings in your implementation project in the Business Configuration work center Business Phase Questions General Business Data when you edit the project scope: Partners Handling of Business Partners Group: Duplicate Check for Business Partners . For a description of the available save options, see Save Options. You may designate only one primary contact per account. Secondary contacts cannot be specified. If Territory Management has been activated, then an employee who is not defined to be a territory owner cannot be defined as the owner of an account. Editing Accounts You can edit accounts from the Account item header, as follows: 1. Position the cursor over the information to be edited. For example, if you want to rename the account, position the cursor over the Name field. 2. Change the desired entries. Depending on the field, use the dropdown menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. From the item header, you can only edit the current main address of an account. To edit an address other than the current main address, or to designate a different address as the main address, choose the Addresses tab. Choosing Account Filters In the standard solution, accounts are displayed in various filters, described below: SAP Cloud for Customer 256 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

257 Standard Account Filters Filter Accounts Displayed Accounts where you are assigned either to the account team or (if territory management is active in your My Accounts solution) to the territory team. Accounts where you are assigned to the account team. My Account Team's Accounts This filter only appears if territory management is active in your solution. My Territory Accounts where you are assigned to the territory team. Team's Accounts This filter only appears if territory management is active in your solution. Accounts where anyone in your organization, including employees in subordinate organizations, is My Team's assigned either to the account team or (where applicable) to the territory team: Accounts ● For employees, the team is defined as employees in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to the logged on user’s organization. ● For managers, the team is defined as employees ○ in any organization which the logged on user is assigned as manager, and employees in any organization subordinate to the organization logged on user is assigned as a manager, and; ○ in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to the logged on user’s organization. ● If the logged on user is not assigned to any position in any organization, then the team is just the employee. All Accounts for which you have at least read access. The accounts that appear in your solution, per filter, may differ in relation to the access restrictions that your administrator has established. The standard filters above do not include obsolete accounts. To view obsolete accounts, create and save a new filter. For more information, see Working with Lists . [page 45] My Accounts The default filter is . You can modify the range of accounts displayed by selecting among these filters. Using Advanced Filters If you are using the advanced filters, you can filter your accounts, for example, by including sub-territories or narrowing the result by adding a top-level account. Feature Account in SAP Jam Business objects like Accounts can be featured in SAP Jam from your SAP Cloud for Customer system. 1. In the Accounts view, select a single account or multiple accounts. 2. Select New , Feature in Group . 3. From the popup, select the group in which you want to feature the account and click OK . Feature in Setting Account Status From the account details, use the Actions menu to choose the following applicable status: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 257 Social Media Features

258 ● Choose Actions Set as Active to change the account status to Active . ● Blocked Block to change the account status to Actions , which will exclude the account from Choose subsequent search results. By blocking an account, you also prevent future opportunities, activities and other items from being assigned to it. ● Actions Set as Obsolete to change the account status to Obsolete . By setting an account as Choose obsolete, you also prevent future opportunities, activities and other items from being assigned to it. You may assign a new status to an account at any time, as required. For example, you can set any active account as obsolete, or any blocked account as active. Using Calendar View The calendar view only appears in HTML5 clients. You are using an HTML5 client if the system URL /HTML5 . For further information, contact your system administrator. contains This view shows the calendar from the perspective of an account. To show all upcoming appointments, visits, and phone calls scheduled by anyone in your organization for an account, select that account and choose the calendar view. Each one is color coded, based on its status. You can create new appointments, visits, or phone calls right from the calendar view. Using Map View If your administrator has configured the solution accordingly, then you can display accounts in Map View , if desired. Choose Map View to see, in an integrated third-party mapping service, the location of each account address — both Map View individually, and in relation to one another. Within , you can also zoom in, zoom out, and pan in any direction. Reviewing Tabs in Account Details The tabs that you see in the account details depend upon the features of SAP Cloud for Customer that your company has implemented. Some of the tabs below are not visible by default. Assuming the features are enabled by your administrator, you must personalize the screen to make some tabs visible. For more information, watch the video . Customizing Your Personal Settings From the account details, you can select these tabs to perform additional actions. The following table summarizes, per feature, the tabs that are available: Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Cloud for Sales? Actions Engagement? Overview yes yes Select this tab to see the latest updates made to the account, the contacts designated to the account, and any addresses associated with the account. yes yes Feed Select this tab to read, open, tag, flag or comment feed updates that About are associated with this account. For more information, see . the Feed [page 21] SAP Cloud for Customer 258 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

259 Available in SAP Cloud for Service and SAP Cloud for Social Available in SAP Tab Cloud for Sales? Engagement? Actions yes Select this tab to view recent orders that are associated with this Recent Orders yes account. If your administrator has not set up the 360 overview, then this tab will not appear. ● On this tab, under Average Sales Cycle , you can view the Charts no yes average sales cycle, in number of days, for this account and for all accounts. Data for each average sales cycle is represented separately, but both sets of data are represented in relation to the quarterly sales cycle. You may ® , if desired. For more also export this data to Microsoft Excel About Analysis . [page 157] information, see ● On this tab, under Revenue Trend , you can view the overall revenue trend for this account in relation to the quarterly sales cycle. You may also export this data to Microsoft Excel, if desired. Select this tab to view, edit or create appointments, tasks, phone yes yes Activities calls, or e-mails that are associated with this account. yes yes Account Team Select this tab to add employees to, or remove employees from, the team responsible for this account. Here you can also add employees with the same role but with different validities and sales data , Distribution Channel , responsibilities, such as Sales Organization . If you possess the appropriate authorizations, you can also Division modify the role of employees who are assigned to this account. If territory management is active, then the sales territory team also appears in this tab. Sales Territories yes no Select this tab to view associated sales territories. If your administrator has not configured the solution to make sales territories visible, then this tab will not appear. Relationships Select this tab to view associated relationships. yes yes If your administrator has not enabled integration with SAP ERP, then this tab will not appear. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 259 Social Media Features

260 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Cloud for Sales? Engagement? Actions yes Select this tab to view, edit or add addresses that are associated with yes Addresses this account. For any account, only one address can be specified as the main address. To indicate that an address may be used for shipping or billing, select in the corresponding column. If more than one shipping or billing Yes in the appropriate column address is specified, select Yes (standard) to designate an address as the default shipping or billing address. It is not possible to remove an existing address from an account, because the existing address may already be referenced by other items, such as leads and opportunities. If you have data for geographic placements for the address you can Longitude and you can make enter them in the fields Latitude and them visible on an online map provider using a mash-up. You have the following options to enter latitude and longitude: ● You can export all addresses, use an external service to create the data, and import the data back using the mass data maintenance or the migration tool. ● You can use the A2X service II_MANAGE_CUSTOMER_IN to update the data. ● You can update the fields creating a custom solution using SDK. ● You can use a data mash-up to clean-up the fields on update with geo codes. Contacts Select this tab to add new or existing contacts to, or remove contacts yes yes from, this account. On this tab, you can also designate a contact as Primary Contact for the account. the To add an existing contact click and select a Actions Add contact. Account yes Select this tab to view the displayed accounts in a hierarchical yes Hierarchy structure, provided that a parent account has been specified for the accounts at hand. You can expand and collapse the account hierarchy at any level to display as many or as few accounts as you like. If your administrator has not configured the solution to make account hierarchies visible, then this tab will not appear. Campaigns Select this tab to view associated campaigns. yes no Sales Leads Select this tab to view or create sales leads that relate to this account. yes no Opportunities yes no Select this tab to view or create opportunities that relate to this account. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 260 Social Media Features

261 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Engagement? Actions Tab Cloud for Sales? yes yes Attachments Select this tab to view, edit or add attachments that relate to this account. yes no Groups Select this tab to view information that derives from SAP Jam, and to perform the following actions: ● create internal groups in SAP Jam to collaborate on account team meetings, prepare for customer visits, and so on ● create external or cross-company groups in SAP Jam to safeguard accounts, upsell products, and so on ● automatically invite account team members and contacts to the group in SAP Jam, with the flexibility to add or remove e- mail addresses ● view a list of groups in SAP Jam that are associated with the given account, and navigate from this list to SAP Jam ● navigate from SAP Jam back to the account ● view a list of recommended groups in SAP Jam for the given account, and navigate from this list to SAP Jam ● view the latest SAP Jam Feed updates for the associated groups If your administrator has not enabled integration with SAP Jam, then this tab will not appear. Select this tab to view or edit associated sales data from SAP Sales Data yes no Customer Relationship Management (SAP CRM) and SAP ERP. Sales Select this tab to view associated sales documents. yes no Documents Tickets Select this tab to view associated tickets. yes no Select this tab to view associated target groups. yes Target Groups no Registered Select this tab to view associated registered products. no yes Products Visiting Hours Here you can define the hours for visits. These date and time ranges yes yes are taken into account when sales and service representatives plan site visits for accounts. The Visiting Hours tab is delivered hidden. To use it, either personalize your screen, or ask your administrator to adapt the screens for everyone in the company. Select this tab to view associated visits, and to set the recommended yes no Visits visit frequency for this account. Product Lists Select this tab to view associated product lists. yes yes Survey Results yes yes Select this tab to view associated survey results. SAP Cloud for Customer 261 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Social Media Features

262 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Cloud for Sales? Engagement? Actions If integration with SAP Customer Relationship Management (SAP Marketing yes no Attributes CRM) is set up in your system, then you can choose this tab to access SAP CRM marketing attributes associated with this account. Assigning Employees to an Account Team ® In the Microsoft Silverlight client, proceed as follows: 1. Customers Accounts . Choose 2. Open the appropriate account. Account Team 3. Select the tab. Employees pane. 4. Open the Employees 5. Drag the icon of the appropriate employee from the pane and drop it onto the table within the Account Team tab. In the HTML5 client, proceed as follows: 1. Customers . Accounts Choose 2. Open the appropriate account. 3. Select the Account Team tab, then choose Add . . Add 4. Specify the party role and name of the employee to be assigned, then choose Removing Employees from an Account Team 1. Choose Customers Accounts . 2. Open the appropriate account. 3. Select the tab. Account Team 4. Find the employee to be removed. 5. In the Action column corresponding to the employee to remove, choose Remove . Deleting Account Activities 1. . Customers Accounts Choose 2. Open the appropriate account. Activities 3. Choose . Action column of the activity to be deleted, choose Delete 4. Within the . Deleting activities from the account removes them from the system entirely. 5. In the dialog box that follows, confirm that you want to delete the selected activity. Generating Account Summaries To generate a summary of any account in PDF format, proceed as follows: 1. Choose Customers Accounts . SAP Cloud for Customer 262 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

263 2. Open the appropriate account. 3. Choose Summary . Opening CRM Factsheet To open a CRM Factsheet, proceed as follows: 1. Accounts . Choose Customers 2. Open the appropriate account. 3. Actions CRM Customer Factsheet . Choose Launching ERP Customer Cockpit ERP Actions tab you can also launch the ERP Cockpit with From the details of the account on the Sales Data and you can open an ERP Customer Factsheet as PDF with Actions ERP Customer Factsheet Cockpit presumed your system is connected with ERP. Prerequisites To enable the Cloud for Customer system to launch the ERP Customer Cockpit you must do the following adaptations: 1. ERP and search for General Mashups Mashup Authoring work center choose Administrator In the Account Cockpit (SM00105) and update the URL with the connected ERP system data. 2. To find the URL, login to the corresponding ERP system and do the following steps: F8 . , enter CFS_APPILCATION into the field ServiceName and press 1. Start transaction SICF The service cfs_application is shown in the next screen. 2. Make a right click on the screen and select . Test Service 3. A web browser is opened with an URL. Copy this URL. Alternatively you can also to the following: . Then Display Web Dynpro Comp/Intf. CFS_COMPONENT and click , select SE80 Start transaction and enter cfs_application open web dynpro applications URL . and under the properties, copy the URL from field 3. Now you can paste the URL in the mash-up and save your work. Using International Address Versions If your administrator has activated this function, then proceed as follows to record address information for accounts in multiple character sets — for example, in the Greek or Roman alphabets, or in Cyrillic or Thai script, among others. 1. . Customers Accounts Choose 2. Open the appropriate account. 3. Actions International Version . Choose 4. On the following screen, from the dropdown list, select the alternative alphabet or script in which the address information is to be specified. If a user is logged on to the system in Japanese, but wants to enter address information for an account in Thailand, then that user can specify the Thai script from the dropdown to enter the address, as required. OK . 5. Choose This function is also accessible from the Addresses tab of the account. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 263 Social Media Features

264 See Also Contacts [page 88] Start Here for SAP Cloud for Sales 5.3.2 Contacts Contacts are organized in relation to the accounts from which they originate. For more information, see Accounts [page 80] . On the tab, you can display existing contacts associated with accounts, create new contacts, and set Contacts contact statuses. You can also display contact details, review additional data, and rename and edit contacts, as required. Once you have created a contact, it can no longer be deleted. You can, however, set its status as . Obsolete Tasks Creating Contacts 1. Customers Choose . Contacts 2. Choose New . 3. Enter the First Name and Last Name of the contact, then specify the Account that is associated with it. If desired, enter additional details for the contact, such as organizational information, or the Phone Mobile , , E-Mail and of the contact. 4. Save your entries. If your administrator has scoped the solution to check for potential duplicate contacts, then select Check for Duplicates , before you save the contact, to ensure that its information is unique. If the information you enter is found to resemble the information of an existing contact, then the solution notifies you that potential duplicate contacts were found. For a description of the available save options, see Save Options. Editing Contacts You can edit contacts from the Contact item header, as follows: 1. Position the cursor over the information to be edited. For example, if you want to rename the contact, position Name field. the cursor over the 2. Change the desired entries. Depending on the field, use the dropdown menu or automatic search to choose an entry. 3. Save your entries. For a description of the available save options, see Save Options. SAP Cloud for Customer 264 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

265 From the item header, you cannot edit the business address of the account that is associated with this contact, but you can use the dropdown menu to specify a different business address for this contact, if desired. Addresses tab. To create or edit personal addresses for the contact, choose the Choosing Contact Filters Contacts are displayed in one of three standard filters, described below: Standard Contact Filters Contacts Displayed Filter All All contacts of all accounts that you are authorized to access. All contacts of all accounts for which you are assigned as a member of the account team. My Contacts My Team's All contacts of all accounts for which you are assigned as a member of the account team, and, if you are a Contacts sales manager, all contacts of all accounts for which any subordinate of yours is assigned as a member of the account team. The standard filters above do not include obsolete accounts. To view obsolete contacts, create and save a Working with Lists . new filter. For more information, see [page 45] My Contacts , You can modify the range of accounts displayed by selecting among these filters. The default filter is Setting Contact Status From the contact details, use the Actions menu to choose the following applicable status: ● . Actions Set as Active to change the contact status to Active Choose ● to change the contact status to Block Choose Actions Blocked , which will exclude the contact from subsequent search results. ● . Actions Set as Obsolete to change the contact status to Obsolete Choose You may assign a new status to a contact at any time, as required. For example, you can set any active contact as obsolete, or any blocked contact as active. Reviewing Tabs in Contact Details The tabs that you see in the contact details depend upon the features of SAP Cloud for Customer that your company has implemented. Some of the tabs below are not visible by default. Assuming the features are enabled by your administrator, you must personalize the screen to make some tabs visible. For more information, watch the video Customizing Your Personal Settings . From the contact details, you can select these tabs to perform additional actions. The following table summarizes, per feature, the tabs that are available: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 265 Social Media Features

266 Available in SAP Cloud for Service and SAP Available in SAP Cloud for Social Tab Engagement? Actions Cloud for Sales? yes Select this tab to see the latest updates made to the contact, and any Overview yes addresses associated with the contact. Feed Select this tab to read any Feed updates that are associated with this yes yes contact. For more information, see About the Feed [page 21] . On this tab, you can also open, tag or flag Feed updates, mark them Tags as favorites, or comment them. For more information, see and Shelf [page 27] . [page 28] Select this tab to view, edit or add addresses that are associated with Addresses yes yes this contact. It is not possible to remove an existing address from a contact, because the existing address may already be referenced by other items, such as leads and opportunities. Select this tab to view, edit or create activities that are associated yes yes Activities with this contact — including appointments, tasks, phone calls, and e-mails. For more information, see [page 35] . Activities Select this tab to view leads that relate to this contact. For more Sales Leads yes yes . [page 95] Sales Leads information, see Opportunities Select this tab to view potential sales opportunities for this contact. yes yes [page 97] . For more information, see Opportunities Relationships Select this tab to view associated relationships. yes yes If your administrator has not enabled integration with SAP ERP, then this tab will not appear. Registered Select Registered Products to view registered products associated yes no with this contact. Products Select this tab to view associated campaigns. yes no Campaigns Select this tab to view associated marketing interactions. yes no Marketing Interactions Tickets Select this tab to view tickets associated with this contact. no yes Marketing Select this tab to view the marketing permissions that have been yes no defined for this contact. Permissions Marketing no If integration with SAP Customer Relationship Management (SAP yes Attributes CRM) is set up in your system, then you can choose this tab to access SAP CRM marketing attributes associated with this contact. See Also Accounts [page 80] SAP Cloud for Customer 266 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

267 5.3.3 Individual Customers Individual customers are those customers who are not associated with a corporate account and do business with your company directly. If your system has been configured to support e-mail as a channel for individual customers, then each time an individual sends an e-mail which results in a new ticket, the system automatically creates an individual customer record based on the e-mail address of the individual. Additionally, if your system has been configured to support social media channels for customer interaction, then similarly each time an individual posts a message for the first time on one of your social media channels which results in a new ticket, the system automatically creates a customer profile based on their user account for that channel. You can open the customer profile to view the details by clicking the customer name anywhere it appears on the user interface. Reviewing and Editing Customer Details General Information Description Field or Feature The initial contact information can be limited, for example by the customer's privacy Contact Information settings on the originating social media site. If you have further details you want to add to the customer's profile, for example a phone number or address, you can edit it by placing your cursor over the field and clicking inside the box that appears. Here you can also mark the customer as Prospect . Social Information These are links to the customer's profiles, if available, on the associated social media sites. This information is only You can also assign a social profile by clicking Edit for the associated channel. For more available if your system has information, see Reassigning an Individual Customer's Social Media Profile been configured to support [page 269] . social media channels. Tickets All tickets posted directly by this customer are included on the Tickets tab. You can also manually create a new ticket for the customer from this tab. 1. Click New . All the available, relevant information is pre-filled in the new ticket quick create. 2. Complete the mandatory fields and enter any other relevant information. 3. Save your entries. A new, open ticket is created. Account Team Here you can maintain the employees and their roles for this customer. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 267 Social Media Features

268 Sales Data On the tab you can maintain the sales data relevant for this customer, such as Sales Organization , Sales Data , and Division Distribution Channle . Social Media Messages Social Media Messages All social media messages associated with this customer are listed in . icon and then Delete You can delete social media messages by selecting the Actions . About Worklists You can also filter and sort the social media messages in the list. For more information, see [page 48] . Social Profiles Social Profiles tab will display additional information about the If the customer has an associated Twitter profile, the customer's Twitter account, if available, as well as his or her recent tweets (Twitter Timeline), and Klout profile information. Description Section Twitter Profile Additional information about the customer's Twitter account The availability of information is based on the customer's privacy settings on Twitter. Klout Profile A breakdown of the customer's Klout score Twitter Timeline Recent tweets to or from the customer's handle, listed in real-time order Addresses All addresses for the individual customer are listed here. If you have data for geographic placements for the address you can enter them in the fields Latitude and Longitude and you can make them visible on an online map provider with a mash-up. Activities All activities related to the customer are included in the tables. You can also create new activities by clicking in New the relevant section. [page 35] . For more information, see Activities Registered Products Any products registered to the customer are displayed in the list. You can also add new registered products by New clicking . For more information, see Registered Products [page 234] . Sales Territories This tab is only visible if your administrator has enabled the usage of more then one territory for each account in your system. You can find the option in the scoping phase Questions of your implementation project the Business Configuration work center under : Sales Accoutn and Activity Management Territory Management Do you want to assign an account to more than one territory? SAP Cloud for Customer 268 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

269 Opening CRM Factsheet To open a CRM Factsheet, proceed as follows: 1. Individual Customers Customers . Choose 2. Open the appropriate individual customer. 3. Actions CRM Customer Factsheet . Choose 5.3.4 Reassigning an Individual Customer's Social Media Profile You can reassign a social media profile, that is, a Facebook profile or Twitter handle, from one individual customer to another. Reassigning the social profile does not automatically reassign any other data, including any open or in process tickets—those must be moved manually. There are two customer records for the same individual—one created from a Facebook post (customer A) and the other from a Twitter post (customer B). You decide which of the two individual customers to keep, let's say customer B. So you transfer any open or in process tickets from customer A to customer B. Then you reassign the Facebook profile from customer A to customer B. Finally, you contact your system administrator to mark the extra individual customer, customer A, as obsolete. This will ensure that the system ignores that record going forward. This example is depicted in the following figure: Example of Reassigning a Social Media Profile Tasks Moving Tickets Because reassigning a social media profile does not reassign any tickets, you should manually move any open or in process tickets from the individual customer whose social media profile you'll be reassigning. 1. From the Tickets tab of the individual customer whose tickets you want to move, open a ticket. 2. Change the customer. For more information, see Changing a Customer. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 269 Social Media Features

270 3. Save your entries and repeat for any remaining tickets to be moved. Assigning a Social Media Profile Every social media profile in the system is associated with an individual customer, so by assigning a social media profile to one, you are removing it from another. details. 1. Go to the Individual Customer section, click to assign either a Facebook or Twitter profile. Social Information 2. Under the Edit 3. Click the value help to find the social media profile you want to assign to the individual customer. 4. Save your entries. If you know that the individual customer whose profile you have just removed is a duplicate record and should be ignored by the system for further processing, then contact your system administrator to mark that customer as obsolete. 5.4 Registered Products A registered product is one that is associated with a specific customer and for which you have recorded a unique serial number. When a ticket is created, the registered product information allows the agent to identify the unique customer product, the current valid warranty, and to determine service entitlements if any exist. Additional information, such as product location or sales channel, is used in the service process and for reporting purposes. Tasks Registering a Product You register products using the tool which can be accessed from the following locations in New Registered Product the solution: ● New Registered Product . From the toolbar, click ● Products . Registered Products , click New Under ● From the customer detail screen on the Registered Products New . tab, click When you create a registered product from a customer detail screen, the relevant information is automatically copied into the form. ● Additional Information click the Edit icon for Serial ID From the workspace, under Value , then click the Selection icon. On the resulting pop-up, click New Registration . When you create a registered product from the workspace, the customer and product information in the ticket are automatically copied into the form. 1. Enter the data for , Product and Serial ID for identifying the registered product. Customer The registered product ID is made up of the registered product and reference product, and is a unique ID. However, the registered product is not necessarily unique. For example you can have a registered product 127 for the reference product A, and a registered product 127 for the reference product B. For this reason, the system may remind you that the number already exists if you should enter a non-unique registered product. 2. Save your entries. SAP Cloud for Customer 270 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

271 Editing a Registered Product You can review or add more information to a registered product from the registered product details screen. And similar to creating a registered product, you can access that details screen from several locations in the solution. Primarily, from one of the following: ● When creating the new registered product, rather than just saving and closing the form, you can choose Save and Open . instead to ● From the customer details Serial ID link. Registered Products tab, click the ● Products Registered Products , select your query and then click the of the registered Serial ID Under product you want to review or edit. Adding Product Details Overview tab is where you can enter additional details such as the product location, the owner of the registered The product (if different from the customer), and notes. Remember to save your changes before closing the registered product details. Adding a Warranty Overview 1. To add a warranty for the registered product, on the Edit icon for Warranty , then click tab, click the the Value Selection icon and select a warranty from the list. 2. Save your entries. . [page 236] Warranties For more information, see Adding Attachments 1. On the Add . Attachments tab, click 2. Select the type of attachment to add. ● Local File : allows you to choose a file from your local drive and upload it to the system ● Web Link : allows you to define a URL and a display title ● From Library : allows you to choose an attachment from the solution library [page 53] . For more information, see Library 3. Save your entries. Reviewing or Adding Tickets You can review any existing tickets related to the registered product on the Tickets tab. You can also create a new ticket. New . 1. Click 2. Review the automatically filled information and make any necessary changes. 3. Enter a subject and description for the ticket. 4. Save your entries. If you choose to Save and Open , the new ticket will open for processing in the workspace. Review Changes You can review the change history for the registered product on the Changes tab. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 271 Social Media Features

272 5.5 Warranties You can create warranties in the system, defining their duration and any uncovered incident categories. These warranties are then available to assign to registered products. Tasks Create a Warranty 1. and click Warranties Products New . Go to 2. Enter a name, the ID, and the duration. Enter the duration as a number and time unit, for example “30 days” or “30 d”, and the system will recognize this and convert it to “30 Day(s)”. Uncovered Incident Categories 3. Under you can add process or incident categories from your service category catalog. Tickets assigned an uncovered incident category are excluded from warranty coverage. Service or process categories without assigned incident categories are not relevant for the warranty Category Type you can see whether you selected a process or an incident category. coverage. In column 4. Save your entries. In Preparation . The warranty is created in status Activate the Warranty To activate the warranty search for the corresponding warranty and select Actions Activate . Assigning a Warranty to a Registered Product 1. Go to Registered Products . Products 2. Find the relevant registered product and open the details by clicking the serial ID. Warranty , click Edit . 3. For 4. Click Value Selection and select the relevant warranty. 5. Save your entries. Uncovered Incident Categories Uncovered Incident Categories you can assign incident categories to exclude specific issues from the warranty Under in case it is selected in, for example, a ticket. To make it easier you can also add service categories. In this case all incident categories underneath the selected service category are uncovered for this warranty. The same applies incident categories below another incident category. Only the incident categories have an impact whether a warranty should be granted for a product or not. For example, if no incident category was assigned to a service category listed in Uncovered Incident Categories and if you then select this service category in the ticket, no warranty limitation and/or exclusion will take place. SAP Cloud for Customer 272 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

273 Categories are bundled hierarchically so the higher level also includes the lower levels: Catalog (hidden field by default Uncovered Incident Categories ) includes a selection of service categories. in the A service category is used to categorize different kinds of service inquiries, for example, a product problem or an information request. , and all related incident categories in a lower level, are subcategories of the service categories The incident categories and are used to categorize the different types of incidents. The following is an example for the service category product problem: gas boiler or electrical boilers. ● Customer Service & Support (Catalog) ○ Information Request (Service Category) ○ Product Problem (Service Category) ○ Gas Boiler (Incident Category) ○ Control Regulation Unit (Incident Category) ○ Customer Fault (Incident Category) ○ Installation Problem (Incident Category) ○ Electrical Boiler (Incident Category) ○ Control Regulation Unit (Incident Category) ○ Customer Fault (Incident Category) ○ Installation Problem (Incident Category) A company is selling boilers. All gas boilers should have a 5–year warranty. Excluded from the warranty should be the customer fault category. The administrator creates a warranty that is valid for 5 years and selects under Uncovered Incident Categories the service category Customer Fault (Incident Category) and Electrical Boiler . In the case where a customer has a problem with a gas boiler and the issue was, for example, the customer's fault, the warranty of the customer does not cover this damage. But if the damage is due to an installation problem, the damage is covered by the warranty because it was not excluded. 5.6 Analysis Analysis is your access point to system analytical data and reports that you can use to recognize trends, measure customer sentiment, or track metrics like ticket volume or ticket completion rates. ® You can also download reports and run ad-hoc analyses, either in your Web browser or in Microsoft Excel . Service Overview Dashboard The Service Overview is a set of charts based on the reports in your system. They provide you with a snapshot of the information you find most important and can be rearranged to suit the way you work. For more information on adding or removing reports from the overview to personalize it, see Personalizing [page 159] . Dashboards To view report details, click the icon and choose one of the following options: Actions ● View with Web Browser ● View with Web Browser — Quick Filter ● View with Microsoft Excel® SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 273 Social Media Features

274 Reports for the Customer Service and Social Media Features of SAP Cloud for Customer The following reports are available from SAP, though your administrator may create custom reports that you can also choose to display in the overview dashboard (listed in alphabetical order): Reports in SAP Cloud for Service and SAP Cloud for Social Engagement Report Description Shows the number of customers by channel, product, and Customer Count time. Shows a customer’s average sentiment over time. Customer Sentiment Measure Daily Average Service Request Backlog Shows the number of daily average service requests for month-to-date and year-to-date. Shows the number of daily average service requests by Daily Average Service Request Backlog (Priority) priority. Daily Average Service Request Backlog (Service Organization) Shows the number of daily average service requests by structure, service organization, and service and support organization. Daily Average Service Request Backlog (Top-10 Service Shows the number of daily average service requests by the top 10 service categories. Category) Shows the number of daily average service requests by year. Daily Average Service Request Backlog (Year) Shows the average handle time by agent, channel, product, Operational Metrics and time. Sentiment Measure Shows the number of positive, neutral, and negative sentiments by channel, product, and time. Service Request Backlog Shows the number of open and in process service request backlog items per rolling week. Service Request Completion Rate Shows the service request completion rate by day. Shows the number of service request daily average for month- Service Request Daily Average to-date and year-to-date. Ticket Activity Volume Shows the total number of inbound ticket activities, including original messages, comments, and likes by channel and product. Shows the percentage of tickets completed by channel, Ticket Completion Rate product, agent, and time. Ticket Escalation Rate Shows the percentage of tickets escalated by channel, product, agent, and time. Ticket Priority Shows the average and median ticket priority scores and the number of high, medium, and low priority tickets by channel, product, and time. Ticket Volume Shows the number of tickets by channel, product, status, and time. Top 5 Influencers Shows the top 5 influencers or customers based on the Klout score or message volume by channel and product. SAP Cloud for Customer 274 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Social Media Features

275 Report Description Top 5 Knowledge Base Articles Shows the top 5 knowledge base articles shared with customers by channel, product, and time. Top 5 Topics Shows the top 5 topics identified in tickets by channel, product, and time. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 275 Social Media Features

276 6 Industry Features 6.1 Design Win Exchange 6.1.1 VIDEO: Start Here for Design Win Exchange Video (4m 42s) Start Here for Design Win Exchange Find out how collaboration between brand owners and channel partners is supported using the design win exchange process. YOU AGREE that unless expressly stated You are entering a site that is not hosted by SAP. By using such links, otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 6.1.2 Design Registration About this document The customer aliasing feature is not supported on iPad for Design Win Exchange. Please note that this document is relevant only for HTML5-based screens. Either the described function ® version. To use this is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document. /HTML5 . Your solution is Microsoft Silverlight- Your solution is HTML5-based if the system URL contains based if a Silverlight pop-up window appears when you right-click anywhere on the screen. If your system is set up to support it, you can use the design win exchange process to drive your indirect channel sales through design registration. Your channel partners can access your solution directly to upload or create new design registrations. You can then review, approve, and even transfer the design registrations within your channel partner network. You can also create sales quotes based on design registrations. [page 276] . Start Here for Design Win Exchange For more information, watch the video SAP Cloud for Customer 276 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

277 Design Registration Process The following table describes the various tasks involved in the design registration process: Who Performs the Task Design Registration Tasks Create or upload design registrations Channel partner contact Channel partner contact Submit design registration for approval Review design registration and assign sales team, including an approver Brand owner Assign end customer Brand owner Approve design registration Approver assigned by brand owner Channel partner contact Obtain end customer acceptance Set to design in Channel partner contact Brand owner Set to design win Brand owner Copy design registration (optional) Brand owner Convert design registration to sales quote Brand owner Set to design won Tasks Creating Design Registrations Design Win Exchange 1. To create a single design registration, go to New . and click 2. Enter the information for your new design, being sure to pay special attention to the end customer data so that the brand owner can easily match it to a customer account. 3. Save your entries and open the design registration to add products and any technical specifications you may have. 4. To add products to the design, go to the Products tab and click Add . a. Choose from the list of available registrable products. Any win metrics defined for the product are displayed. b. Enter the quantity information and save your entries. 5. To include technical specifications, upload the file from the tab. Attachments 6. Save your entries. 7. . Submit for Approval Actions Once you're ready to submit the design to the brand owner, click The brand owner will receive a notification to review the design registration. Importing Design Registrations Rather than creating design registrations one at a time in the solution, you can import one or more via a file upload. 1. Go to Design Win Exchange . . and choose Import Design Registrations from Microsoft Excel® 2. Click SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 277 Industry Features

278 You need to download the Add-In for Microsoft Excel from the Download screen. 3. Once the file opens, fill in the details for the design registrations you want to submit. 4. Before you can save the data to the SAP solution, you need to establish a connection from the file. tab in the file and click Logon . Go to the SAP Cloud for Customer , enter the URL for the solution tenant up to the . For example, SAP System URL https://.com . Log On . 6. Enter the user name and password you use to log on to the solution and click Save Data to which transfers the data in your file 7. Once you've logged on successfully, you have the option to to the SAP solution. 8. Once you're ready to submit a design to the brand owner, open the design in the solution and click Submit for Approval . Actions The brand owner will receive a notification to review the design registration. Reviewing Design Registrations You will receive a notification any time a channel partner contact assigned to your sales unit submits a new design registration. After reviewing the details provided by the partner, you also need to assign an approver for the design and identify the end customer account before the design can be approved. 1. To open the design registration, click the link in the notification or select the design registration from the list on the Design Win Exchange tab. 2. To add an approver, go to the Internal Sales Team tab and click Add . 3. Select Approver for the role and then assign an employee. 4. Actions Convert to Account . To assign an account in your system as the end customer, click 5. Select an account from the results list and click . OK The solution will run a search based on the partner entry for end customer. If no matches are found, you need to send the design registration back to the partner for more information. 6. Save your entries. The approver you assigned will receive a notification that the design registration needs to be approved. Approving Design Registrations You will receive a notification any time you are assigned as an approver for a design registration. Once you're satisfied that it is not a duplicate and it should be approved, open the design registration and click . Actions Approve The partner contact who submitted the design registration will receive a notification that the design is approved. Setting Design Registrations to Design In You will receive a notification any time a brand owner's organization has approved one of your design registrations. This signals that you can work with the end customer to get their acceptance of the design. Once you get the end customer to accept the design, you indicate this in the solution by changing the status of the design registration to Set as Design In . The brand owner will receive a notification that the design is in. SAP Cloud for Customer 278 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

279 Copying Design Registrations Once a design is in, you can create a direct copy of the design registration, Actions Copy , which copies all information from the original to create a new design registration. You can also create a copy of the design registration with the intent to transfer it to a different distributor, except Transfer , which copies all information from the original the distributor. Actions Converting Design Registrations to Sales Quotes Once you're satisfied with a design registration which has the status, Design In , you can covert it to a sales quote. 1. Actions Set as Design Win . From the design registration details, click 2. Then choose Actions Convert to Quote . New Quote screen opens. A 3. Complete the information for the sales quote and save your entries. You can see access the new sales quote from the Sales Documents tab of the design registration details. [page 111] or see Creating and Processing Sales For more information, watch the video Creating Sales Quotes Quotes [page 111] . Setting Design Registrations to Design Won Once the sales cycle has been completed for a particular design, and you are satisfied the accumulated point-of- sale threshold has been met, you can set the design to won. Actions Set as Design Won . From the design registration details, click 6.1.3 Defining Registrable Products for Design Win Exchange By indicating that a product is registrable, you make it possible for your channel partners to include that product in the design registrations they submit. Please note that this document is relevant only for HTML5-based screens. Either the described function ® is available only in HTML5, or its HTML5 version differs from the Microsoft Silverlight version. To use this function in the Microsoft Silverlight client, please log on to the Microsoft Silverlight-based screen and follow the instructions in the corresponding help document. Your solution is HTML5-based if the system URL contains /HTML5 . Your solution is Microsoft Silverlight- based if a pop-up window appears when you right-click anywhere on the screen. Silverlight Tasks Identifying Registrable Products In order to make a product registrable, you need to set the following parameters on the product master: ● Registrable –allows your channel partners to include a product when they register a new design. ● Not Registrable –removes the product from the list of registrable products so that it can no longer be included in new design registrations. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 279 Industry Features

280 ● Start Date –indicates the date from which a product is registrable. ● End Date –indicates the date after which a product is no longer registrable. You need to set these parameters by editing individual products. 1. Go to Product Administration . Products 2. Click the product from the list to open the details. Edit . 3. Click 4. Select the registrable value. 5. Enter the start and end dates and save your entries. The product is now available from the list of products when a partner contact creates a design registration. Maintain Registrable Product Win Metric Values You can also maintain various win metric values for each registrable product by uploading the values via Microsoft Excel®. You need to download the Add-In for Microsoft Excel from the screen. Download 1. Design Win Exchange . Design Registrable Products Go to 2. Click and choose Import Registrable Products from Microsoft Excel® . 3. Once the file opens, you need to establish a connection to your SAP solution from the file. Go to the SAP Cloud for Customer Logon . tab in the file and click SAP System URL .com . For example, https://.com . Log On 5. Enter the user name and password you use to log on to your solution and click 6. Once you've logged on successfully, you have the option to Save Data to which transfers the data in your file to your SAP solution. 7. Fill in the details for the registrable products in your solution. For Registrable , you can use the Lookup function in the template to get a list of possible entries. 8. When you're finished with your entries, save the data to the SAP solution and click in the file template. Log Off Now, when partners add products to design registrations, they see the win metrics you defined for those products. 6.2 Retail 6.2.1 SAP Cloud for Customer for Retail: Solution Overview For store associates, retail allows them to enhance the in-store experience for customers. It allows them to provide personalized and streamlined assistance, as well as unique offers, targeted product recommendations, and convenient check out options. SAP Cloud for Customer 280 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

281 Associate Only Business to Enterprise Flow In-Store Associates use SAP Cloud for Retail to perform their work and to assist customers while shopping in the retail establishment. ● Clock-In: A store associate can enter the times they have worked on a particular day, or for multiple days in a week. They can also cancel a time entry, or edit any previous time entries. ● Check Calendar: The store associate can use the calendar to view their scheduled tasks, appointments, store events, and current running store promotions ● Manage Tasks and Appointments: Associates and managers can also use the calendar to create new tasks for themselves, as well as to add notes to any tasks that have been assigned to them. They can also block the calendar for training events, record vacation times, sick leave, or other off-work requests. ● Check Store Events and Promotions: Using the calendar, a store associate can view all current and planned promotions in the store. It is possible to have multiple promotions running at the same time. Store events are similar to store promotions; it is possible to have multiple store events running at the same time, and associates can view all store events running on the calendar. ● Customer Look-Up/Loyalty Status: An associate has the ability to access the complete details of a customer in order to provide exceptional customer service. Details include loyalty information, household information, shopping and wish lists, and customer preferences. ● Product Look-Up: In line with the experience the associate wants to provide to the customer, they should be able to recommend any products based on the customer's wish lists. ● Personalized Offers: As part of the custom shopping experience the associate is able to offer to the customer, they should be able to suggest personalized offers to the customer based on previous shopping history, redeemed offers, preferences, and wish lists. These offers are presented to the associate on their device after they have a check- in with a particular customer. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 281 Industry Features

282 6.2.2 SAP Cloud for Customer for Retail Scenario Overview About this document This document is meant for: ● Administrators ● Marketing Managers ● Customer Service Agents ● Consultants ● End Users Overview The SAP Cloud for Customer for Retail solution can be used and deployed by retailers to empower their employees in providing customers with a personalized, and streamlined shopping experience. Sales and service are essential for establishing new rules for retail, as loyalty will be enhanced or eroded with every customer interaction. Every sales associate using a mobile device, varies their interaction with customers in the store. They would know far more about customers who “check in” to the store with their mobile device and will be able to offer a personalized set of products and services. The simple physical presence of a customer in the store will trigger the presentation of personalized promotions. The consumers' use of digital technology makes it imperative for the retailers to deliver a seamless buying experience across all channels, complete with personalized offers in real-time, based on a consumer’s location and buying habits. SAP Cloud for Customer for Retail includes a solution for the retail store employee. You have the ability to import all user details, in-store products, offers, and store details from your chosen system of integration and leverage it for a great in-store customer experience using the features and functions of the solution. SAP Cloud for Customer for Retail enables retailers to get-to-market quickly with an end-to-end application, that offers the features mentioned below. The retail store associate can do the following: ● Customer look-up look-up details for any customer that walks into the store, to get a complete view of the customers’ loyalty status, contact details, and brand interactions ● Check customer into store check-in customer into the store for shopping ● Complete customer view access customer details and shopping history to provide exceptional and personalized service ● Personalized offer suggestions provide targeted offers to a customer, based on their shopping history, redeemed offers, preferences and/ or wish lists ● Product recommendations recommend any products to the customer based on their wish lists ● Product lookup look up a product for their customers and provide details like prices, offers, or aisle placement in the store ● In-store availability check check for inventory availability in their stores as well as across other store locations ● Product and store offers SAP Cloud for Customer 282 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

283 access any offers available for a product or offers specific to the store ● Create and maintain in-store activities and tasks Tasks Scenarios for SAP Cloud for Customer for Retail The SAP Cloud for Customer for Retail solution is targeted towards two major business roles: ● Store Associate Is responsible for providing personalized assistance and an enhanced in-store experience for shoppers with unique offers and promotions, access to complete customer view and shopping history with your brand, product lookup and check for store inventory, and targeted product recommendations ● Store Manager Is responsible for general operations of the store and the employees within the store, time management for all store employees, creating and assigning tasks to store associates, store events, and day-to-day running of the store. These are SAP recommended roles. The retailer has the option of creating any roles for this solution, and assigning them appropriate work centers. For information on creating business roles and assigning work centers, refer to: Getting Started with SAP Cloud for Customer for Retail See Also Customer lookups with Complete Customer View [page 283] [page 284] Product Lookups and In-Store Availability Checks Store Information and Assigning Employees to Stores [page 285] Creating and Assigning In-Store Activities [page 285] Creating Appointments and Store Events [page 286] [page 286] Time Entry 6.2.3.1 Customer Lookups with Complete Customer View This task is performed by a . The store associate is a store employee, who assists the customer with Store Associate in-store shopping, thus enhancing customer experience. Step 1: Customer Information When a customer steps into a store, you request for customer information such as: ● Loyalty card information ● Name This is based on the assumption that the customer has already registered for a loyalty card. The consumer information is replicated from the customer's loyalty system of records. Hence, the consumer must have already registered for a loyalty card and has an existing user in the loyalty system. SAP Cloud for Customer 283 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Industry Features

284 Furnished with the customer identification information, you can now lookup the customer details to get a better understanding of customer preferences to serve them better.. To do so, go to Customers Individual Customers . 1. You have the option of searching for the customer by name, loyalty ID, phone number, e-mail address, or postal address. 2. Once you find the customer, click on the name in the customer list. When retail is scoped, you can view retail-specific work centers such as: overview, preferences, shopping lists, shopping history, and offers. Customers This work center displays loyalty information details of the individual customer, and all the account information. You can also view if the customer has a household setup and the member details in the household. Step 2: Preferences Having viewed the consumer details in the tab, you can move on to the Preferences tab to display consumer Overview maintained preferences. Based on the preferences, you can also suggest products guide them to where the products are located in the store. Step 3: Shopping Lists The Shopping Lists tab displays the (shared) shopping lists a customer has maintained. A shared list is a shopping or wish list that a consumer maintains and shares with other members of the household. A loyalty customer can invite other members to be part of the household and hence give them access to the shared list. Every time a household member enters items into the shared list, after updating the list, the added items display in the list You have access to a customers‘ shopping list, which enables you to provide personalized and exceptional customer service. When you click on any shared list, all products associated with the list displays. A great advantage of the shared shopping list is the ability of other members to update this while the consumer is shopping in the store. When a member, who is part of a household, checks into a store; then the other members of the same household, receive a notification. At this time, other household members using the same shared list can update the list. The shopper can update the list to view the updates made by the other members. Step 4: Shopping History This tab displays the consumer’s shopping transactions with your brand. This provides you with valuable insights into a customers’ shopping behavior and can further influence them on their future purchases by recommending similar products, or referring them to offers on new and comparable product lines. Step 5: Offers The Offers tab displays offers that are targeted to the customer. The offers also provide further details about validity dates, description, value, and products associated to the offer, if any. 6.2.4.1 Product Lookups and In-Store Availability Checks When a consumer walks into a store, you, as the store associate, can offer assistance in several ways. You could help the consumer by suggesting offers on various products based on the shopping history. The solution displays a list of products sold in the store. The associate can also help lookup products and point the consumer to their physical location in that store. Step 1: In-store Products This tab provides retail employees with a list of products that are sold in the stores. The store associate has the ability to look up a product and get detailed information about it to aid the shopper find their products easily. Step 2: Store Availability SAP Cloud for Customer 284 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

285 When you click on a product, the product details display. The Store Availability tab displays the stores where that product is available with details such as the number of available items, the bay and aisle where they can be found. Availability check can be performed across all stores of the same retailer. Step 3: Offers tab here, displays all offers associated with the selected product. This enables you provide those offers The Offers to the customer. 6.2.5.1 Store Information and Assigning Employees to Stores Once the business configuration is complete, the customer and store information gets replicated to SAP Cloud for Customer for Retail. The next step would be to create a list of store employees for a particular store. The administrator can add/assign employees to a store. An employee can be assigned to more than one store at a time. This is possible if an employee works across multiple stores. Step 1: Stores Stores Go to the tab to display a list of all existing stores. Find the store you are looking for and click on it to display the store details. You can look up products and offers for that particular store. This work center also allows the store manager to create a list of employees for a particular store. Products This tab displays all products available in the selected store. Offers This tab displays all offers available for all products in the selected store. Employees The administrator has the ability to add employees to the selected store. To do so: Add button 1. Click on the 2. Select the appropriate role from the drop down list 3. The name field allows you to choose from a list of available names button in the add Add 4. To add multiple employees at a time, you can use the add and new options from the employees screen 6.2.6.1 Creating and Assigning In-store Activities Creating and assigning activities can be accessed from the Activities work center. Any store employee has the ability to create and assign an activity. Create a New activity To create a new activity, go to: 1. Activities In-store Activities 2. In the In-store Activities work center, click on the New button 3. In the window, enter all required fields and assign the activity to any employee New Task 4. Depending on who you assign the activity to, the activity will display in that employee’s list You can edit a created activity to change its status or any other field values. Filtering Activity SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 285 Industry Features

286 From your activity list, you can filter activities based on several parameters. You have the ability to further reassign those activities and re-prioritize them as well. You can also create follow-ups from activities. 6.2.7.1 Creating Appointments and Store Events Appointments can be created by any store employee. Store Events Employees create store events to attract shoppers to their stores. These events could be created around various holidays or seasons. Christmas, Easter, Spring season, Thanksgiving etc. Any store employee can create a store event from the Store Events work center. To create a new store event, go to: 1. Activities Store Events New button to create a new event 2. Click on the 3. You have the option of choosing the store name and the organizer from an available list Add button. You can also choose to add 4. You can add attendees for an event individually, by clicking on the Get Attendees button all employees to an event by clicking on the 5. Once you have created an event, you can go back to it later to edit the details The attendees do not have the ability to edit an event. 6.2.8.1 Time Entry Store employees need a quick and convenient way to record their hours worked in a day as part of their employee self-service benefits. An associate could be part-time, full-time, seasonally hired or a permanent member of staff. Hence, they have the ability to clock-in or out in a manner that is adaptable to their needs. An employee needs to enter time for themselves to record their work hours. A store associate can enter the times they have worked on a particular day, or for multiple days in a week. The times they will enter could vary, based on how many hours they work. They can enter time more than once during a single work day as well. To enter time, access the time entry work . Time Entry Activities center from 1. Click the New Time Entry icon in the menu 2. Enter your hours, and save and close the time entry quick create An employee can enter time more than once a day. This can be possible when the employee goes on a lunch break, or works several hours scattered during a day, or could work in different branches of the store. An employee can enter several hours in the morning, and then again access the same time entry to log in the afternoon hours. If the employee works in several store locations during the same day, then they would enter time in several stores. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 286 Industry Features

287 An employee can view only their time entries. A store manager can view time entries for all employees in a store. To reopen an existing time entry record: 1. Find your entry from the time entry list 2. Next, choose the time entry and open the detail view button 3. To add an additional entry to it, click the Add Edit button 4. To edit the time entry, click the 5. To delete the entire time entry, click the Remove button 6.2.9 Store Check In Business Background As a store employee, you have to check in to a store before you can begin your day. The in-store employee check in provides a store context to a product overview. Tasks When you first check in to a store, you have to click the vertically right-aligned Store Check In tab and click on Check In . 1. Next, select the store you want to check in, from the displayed list of stores with the store ID and the store name, and complete the process. 2. Once you have checked in, you will be able to view all offers, prices, products and product availability for that store. 3. The store hours for that store also displays. You can display the store hours from the store ID as well. 4. In the Visiting Hour tab, you can maintain hours for a day or different hours for all days of the week. 5. You also have the ability to search for a product in the other stores belonging to the store chain. The store manager is the only person with the ability to maintain store hours. 6.2.10 Setting Preferences Business Background As an in-store associate, you have the ability to set preferences and maintain marketing attributes for a customer. Besides the in-store employee, the administrator can also set/configure preferences manually. See the Administrators Guide . Tasks As a store associate, to set preferences for a customer: SAP Cloud for Customer 287 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Industry Features

288 1. Navigate to Customers Individual Customers , and click on the customer for whom you want to add/ set preferences. 2. Next, navigate to the Marketing Attributes tab. to enable Add Edit . 3. Click on 4. Click on Add to select from the displayed attributes list and add to the existing attributes. For Example: Nike, Adidas etc. 5. After adding the attribute, you can also add a value. 6.2.11 Transaction History and Order Tracking Business Background As an in-store associate or the store manager, you have the ability to view the transaction history for any customer. SAP Cloud for Customer for Retail fetches the transaction history data from theSAP ERP system. Tasks To view the transaction history for a customer: ● Customer Navigate to , and open the customer record whose transaction history Individual Customer you want to view. Then navigate to the Transactions tab. Here you would be able to view the entire history of an order for the selected customer. When creating sales order in the SAP ERP backend system, you have to maintain the Natural Person flag to differentiate between an individual customer from a corporate account. To view this transaction record in the sales order: ● Navigate to Sales Sales Orders , and select the relevant sales order to display the details. ● Next, navigate to the Tracking tab. This displays the status and transaction history of all orders for that customer. To track and maintain order status for every order: ● , and click on a sales order in the Customer Individual Customer Transactions Navigate to tab. Transactions ● Then click the tracking tab to view the status of that order. 6.2.12 Creating a Shopping Cart About this document This document provides you with available options for creating a shopping cart in the SAP Cloud for Customer for Retail solution. SAP Cloud for Customer 288 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

289 Business Background When a customer walks in to a store, the store employee, or the customer attendant approaches the customer to help provide a good shopping experience. The store employee does this by creating a shopping cart, finding items for purchase, and providing offers on the items. , or the Products tab. Individual Customers You can create a shopping cart for your customer from the Tasks From the Individual Customers Tab To create a shopping cart from the individual customers tab: ● Customers Individual Customers Navigate to , and either create new customer, or select an existing customer. Using an Existing Customer This scenario assumes that you are using an existing customer. The customer may have carts that have been created before with different statuses associated with each cart as follows: Open status The cart was saved and closed but has not yet been transferred to the SAP Retail POS server. You can edit the cart Active status This cart is currently being edited and has not been saved or closed yet Transferred status This cart has been transferred to the SAP Retail POS server, and cannot be edited Click on the customer with an open or active cart. If the customer does not have any cart with the above mentioned statuses, then you can create a new cart. 1. To create a new cart, click on the individual customer and then navigate to the Shopping Cart tab. 2. Next, click the Create Shopping Cart (+) button to create a new cart. A new cart is created with an active status. 3. Open this cart and begin adding products to it. Add Product to add new products to the cart. 4. Click on Add to Cart to add the 5. Choose a product from the displayed list and select variants for it. Then click on product to the customer’s shopping cart. 6. To check for any available price offers on the product, go to the Offers tab. . Shopping Cart 7. To see the item in the cart, click on 8. You can continue adding products to the shopping cart, or if the customer is ready to make the purchase, then you have to move the shopping cart to the SAP Retail POS server. Once you move the shopping cart to SAP Retail POS, the order is taken. For more information see SAP Point of Sale Creating a New Customer and enter required New Individual Customer This scenario assumes that you are creating a new customer. Click on information in the provided fields. Once you have created a customer, follow steps 2 through 8 mentioned above. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 289 Industry Features

290 From the Products Tab You can create a shopping cart from the tab that allows you to add or select products directly from the in- Products store products catalog. Navigate to Products In-Store Products and select product from the displayed catalog. There is no customer context for this scenario, so you have to create a shopping cart first. To do this, click on in the In-Store Products Create Shopping Cart tab. In the shopping cart display screen, you have the option of doing any one of the following: Existing Customer checkbox. 1. Selecting an existing customer. Check the ● This brings up the customer field. You can search for a customer by name or customer ID and select. ● Add Product to start adding the products. Next, you can click on ● Click on Shopping Cart to view the cart you just created for the customer. ● The header data displays the new cart ID, cart status set to active, customer ID, and customer name. ● Add Products . You can now start adding products to the cart by clicking on 2. Registering a new customer ● Register a new customer and follow the process mentioned above. ● After adding products to your cart, when the customer decides to check out, then you have to move the shopping cart to the SAP Retail POS server. ● Now an order is created for this customer in the SAP ERP backend system. To delete a product from the shopping cart, just highlight/select the item and click on Delete . The shopping cart is created in SAP Cloud for Customer and then transferred to the SAP Retail POS server. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 290 Industry Features

291 6.3 Insurance 6.3.1 SAP Cloud for Customer Insurance Overview 6.3.2 Quick Quote Overview Creating a Quick Quote 1. To create a quick quote, go to the Insurance work center and select the Quick Quote tab. The template for a quick quote is similar to a sales quote. 2. Enter a name for the quick quote, name of the policy holder and select an insurance product. Save your entries. Details tab will display the mashup screen with the insurance back end. Header data such as Status 3. The Start , Date , End Date and Annual Premium will be sent from the insurance back end only after a quick quote is Action buttons completed and saved. After the header data is available in the Cloud for Customer solution, are enabled. Simulate Commission , Copy Quick Quote , and Convert to Quote such as Submit under Actions . This creates a submission ID, option ID, and 4. Submit the quick quote (using mashup URL in the application. screen. At this point, the solution makes a copy of Action in the Quick Quotes 5. To copy a quick quote, go to only the products and the captive agent's information and calls the insurance back end to make another copy of this quote. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 291 Industry Features

292 6.3.3 Quote Overview Creating a Quote 1. To create a quote, go to the Quote . Insurance work center and select the tab for screen in the quote displays the mashup screen with the insurance back end. Header data such Details 2. The , Start Date , End Date and as are updated from the insurance back end only after the Status Annual Premium quick quote application is completed and saved. Action buttons such as After the header data is available in the Cloud for Customer solution , , Copy Quote , and Simulate commission are enabled. Convert to Quote 3. To issue a policy from the quote, follow the process flow in the tab. For detailed information, see Policy Details [page 292] in the Quote screen to fetch the commission amount, which is Actions 4. To simulate a commission, go to displayed in the header data. Actions in the 5. To copy a quote, go to screen and click on Copy Quote . At this point, the solution Quote makes a copy of only the products and the captive agent's information and calls the insurance back end to make another copy of this quote. 6.3.4 Policy Overview There are two types of policies in the Cloud for Customer for Insurance solution: 1. Policies are issued using an interface with the SAP insurance back end. This interface is displayed in the Details Issuing a Policy from a Quote . screen. For detailed documentation, see the section on Policies are created to capture information on competitor policies. Details such as the name of the policy, Start Date End Date , can be maintained for competitor policies. For detailed documentation, see the section , on Creating a New Policy . Issuing a Policy from a Quote The screen in the Quick Quote and Quote displays policy term and product master data. You can follow the Details guided procedures in this screen to complete the procedure from filling the application to issuing the policy. Follow the steps listed below to issue a policy: 1. In the Details tab, maintain general policy and product details such as Effective Date , Expiration Date , Primacy Risk State Term and Product , 2. Review a summary of the application: 1. Sum Insured 2. Annual Premium Tax Amount Premium After Tax 3. Validate the following information before issuing a policy: ● If policy details are approved by the customer Product and premium information SAP Cloud for Customer 292 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

293 Producer details 4. Click on . This will trigger creation of a policy in the insurance back end. Issue Policy Actions button to view the 5. After the policy has been issued in the insurance back end, you can use the following: ● View Binder Letter ● View Policy Letter Creating a New Policy You can create a policy to capture information on competitor contracts. Follow these steps to create a new policy: screen, click on Policy . 1. In the Insurance New to create a new policy. 2. Click on 3. Specify header data such as Policy Type Name , Policy Holder , Competitor Contract . , 4. Save your entries. Policy screen, click on the new policy that you created. 5. In the 6. Click on Edit to maintain further details for the policy. You can maintain details such as Premium , contract Start Date , End Date , and Status . 7. Save your entries. Displaying an Insurance Premium Details The Insurance premium amount is displayed in the screen. The premium can be viewed after the application is completed and saved in the insurance back end. Lead to Process Flow Factsheet The Additional Info tab for individual customers is displayed if insurance is in scope. This tab displays the 360 customer overview for a customer. Products Household Insurance and Non-Standard Personal Auto are supported for the current release version. In the current release version, the product master data are uploaded to the cloud solution using the standard Cloud for Customer migration process from Product Administration through a CSV file. Leads For detailed information, see Leads [page 65] . To create a lead for an individual customer (as is the business requirement for the Insurance solution), use the Personalize key in the New Lead dialog screen and scope Use Existing Account . Converting a Lead to a Quick Quote Converting a Lead to a Quote SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 293 Industry Features

294 Attachments The policies coming from the insurance back end or FS-PM will be added as PDF attachments in quick quotes, quotes, and policies. Any other attachments can also be created in the solution. 6.3.5 Lead to Policy - Process Flow Overview The insurance lead to policy sales process includes the following: ● Lead (optional) To create a lead for an individual customer (as is the business requirement for the insurance solution), key in the New Lead screen and scope with use the . Personalize Use Existing Account ● Quick Quote (optional) ● Quote (mandatory to trigger an issue of a policy) ● (optional) Policy ® integration You can also view PDF versions of policy documents using the standard Microsoft Outlook feature. ● Status Management Possible statuses for policies, quotes and quick quotes can be configured in Cloud for Customer through status BC configuration. ● Factsheet Factsheet displays a 360 degree overview of the insurance In the Individual Customers facet, the tab for customer. Use the insight displayed in the factsheet to evaluate the buying capacity and determine product interest. The factsheet also displays the product profile including the own policies of the customer, competitor product policies and the prospective product interest for the customer. You can choose to display the analytic Summary to print a PDF version of the factsheet. using graphical representation. Click on ● Products The following products, and Non-Standard Personal Auto Insurance Household Insurance , are supported for the current release version. In the current release version, product master data is uploaded to the Cloud for Customer for Insurance using through a CSV file. the standard Cloud for Customer migration process from Product Administration ● Insurance Premium Details screen after the application is completed and saved in Insurance premium amount is displayed in the the insurance back end. ● Simulate Commission Amount Actions in the Quick Quote and Quote screens fetches the commission amount, Simulate commission under which is displayed in the header data. ● Notes Any additional notes can be maintained in this section. ● Activities SAP Cloud for Customer 294 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

295 Activities can be created for follow-up meetings and appointments to explain product and policy details to the customer. Outlook e-mail integration: the standard SAP Cloud for Customer feature can be used with the insurance solution. ● Attachments The policies coming from FS-PM or the insurance back end will be added as PDF attachments in quick quotes, quotes, and policies. Any other attachments can also be created in the application. For detailed information on the insurance back end, see Industry http://service.sap.com/instguides Solutions Industry Solution Guides SAP for Insurance SAP Product and Quotation Management for Insurance 6.4 Utilities 6.4.1 SAP Cloud for Utilities: Solution Overview SAP Cloud for Utilities is the next generation 'lead-to-quote' sales solution for utility companies to engage with their commercial and industrial customers to build better relationships, capture insights, and help close deals that are built on a robust and flexible cloud platform that can adapt from a simple to the most complex sales process. ● Lead and Opportunity Management Leads represent interest customers might have through various channels such as web or a campaign during events. These interest levels are qualified and matured into opportunities that sales representatives or key account can pursue. Opportunities are achievable representations of sellable product by the organization and desired products by the customers. Opportunities are generally used as representative pipelines for reporting and forecasting purposes. ● Customer Factsheet Displays Account Summary with customer information. Also includes recent activities and interactions with notes, utility-specific financial information such as billing and business agreements that provide information for key account managers in a single view. ● Utilities Key Account Management Includes business agreements, quotation management, and utilities contracts. ● Analytics SAP Cloud for Customer 295 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Industry Features

296 Analytic tools improve the key account manager's sales insight. Use interactive reporting to create configurable reports. Sales analytics provide contextual, real-time customer information and sales insight. Embedded reports track sales cycles, wins and losses, and revenue trends. 6.4.2 Business Agreement Overview The business agreement in Utilities add-on represents a contract in back end CRM system and a contract account Business Agreement tab, you can create new business agreements and specify proposed in ERP IS-Utilities. In the payment method and payment terms that will determine the billing terms for a Utilities contract in the back end CRM system. To be valid for an account, a business agreement must be bound to a sales quote. This direct link between a sales quote and business agreement ensures that details such as Dunning, Payment Terms and Payment Methods are replicated to CRM. These details are used in determining pricing details. Tasks Creating a Business Agreement Utilities 1. Go to Business Agreement tab. work center and select the 2. Click on . New 3. Specify the following mandatory details: ● Agreement Name ● Account ● The agreement class (agreement classes must be defined in the Customizing or fine tuning for Utilities). Note that the agreement classes that you define must be the same as those defined in the back end CRM system. 4. Payment terms (payment terms must be defined in the customizing or fine tuning for Utilities. Note that the payment terms that you define must be the same as those defined in the back end CRM system. your entries. Save 5. 6.4.3 Utilities Lean Quotation (Sales Quote) Overview The document type - Utilities Lean Quotation is provided to support the business process for creating a Utilities- specific sales quote. An additional field for Business Agreement ID has been added to the sales quote header. Few Adding Products other fields have been added to the product search filter (see the documentation for the topic — . to a Utilities Sales Quote Tasks Creating a Sales Quote [page 111] . Note For detailed documentation on creating sales quotes, see Creating and Processing Sales Quotes the following important information regarding a Utilities specific sales quote: ● Document type : Use the document type Utilities Lean Quotation to create a Utilities specific sales quote. SAP Cloud for Customer 296 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

297 ● Submit Submit a sales quote using Actions Submit , an online sync returns the submission : When you External Reference ID in the ID of the corresponding quotation created in CRM. This ID is displayed as Sales tab Documents ● Actions External Follow-up Documents External Follow-up Document in the sales : When you click on quote, the CRM system returns the pricing data for the sales quote in a PDF attachment. Note that the External Sales Documents Reference ID is filled in the table in the following location: External Follow- Sales Quote up Documents . This External Reference ID is hyper-linked and contains the PDF attachment that is sent from backend CRM system and contains pricing and other relevant information for the quote. ● : Status management for quotes is supported from backend CRM system. Status Management Adding Products to a Utilities Sales Quote Utilities Service Type has been added to the template for products to support service product types for A new field Utilities solution. Service types can be configured in the fine tuning for Utilities add-on. Note that these must be the same as the corresponding service types maintained in backend CRM system The filter criteria for product search in sales quotes have been enhanced with the following fields for the Utilities solution ● Business agreement ID ● PoD (Point of Delivery) ● Contract Start Date ● Contract End Date ● Planned Contract End Date Binding a Sales Quote to a Business Agreement After creating a business agreement with the valid payment method and payment terms, you can bind the finalized sales quote to a business agreement. To do this you must: 1. In the sales quote header, scroll down to the bottom of the screen to view the field for business agreement ID. 2. Specify the ID of the business agreement to which you want to bind the sales quote. 3. The sales quote is now bound to the business agreement. You can navigate to the business agreement where Overview the identification of the sales quote is displayed in the tab. Displaying the Quotation Created in Backend CRM System When you submit a sales quote, the submission ID of the corresponding sales quote created in the CRM system is displayed as a URL in the tab. Use this URL to view the quotation created in the backend CRM Sales Documents system. The information is displayed in a PDF format and contains details of the business agreement like the product information, point of delivery, contract start and end dates, and payment terms and method. and then choose Sales Quotes Overview tab, go to Actions Once you create the sales quote, in . In the Edit Output Settings dialog box, select the Utilities Lean Quotation template and choose Edit Output Settings Apply . Then, when you click to display the PDF, the information displays in the appropriate format. Customers For detailed documentation, see Accounts [page 80] SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 297 Industry Features

298 Under Accounts , all the displayed tabs show account details of the chosen customer account. Customers These tabs display the 360 account overview information such as billing details and list of existing contracts for the customer. This information can be used to gather insight into customer buying profile. The following sections describe briefly some of the important functions of some of the utility-specific tabs: Contracts Tab Contracts . This tab displays utilities-specific CRM contract The “Additional Information” tab is now called information. The data is pulled in from the CRM system, and displays in a list as active contracts for the customer. All contracts expiring within the next 90 days is shown in red, to make the customer aware that there is some action required on his part. , Distribution Sales Organization You can click on a contract record, to display further details like , and the Business Agreement ID . Channel Interaction Records This is a new tab, and displays up to last ten interaction records for an account. SAP Cloud for Customer pulls this data from the SAP CRM system. Other data, associated with an account also gets pulled in from the SAP CRM system. You can also view the following from this tab: ● Each interaction record has notes associated with it. Select a record to display it's notes. Each interaction can have numerous notes associated with it. ● This tab also displays the associated contacts that were created for this interaction record. ● You have the ability to drill-down from each displayed interaction record. Financials This tab displays the account balance for a customer. For the selected account, the Recent Payments section displays all past payments, amount paid due date, and amount due. The Recent Invoices section displays recent invoices for the selected account. The header displays the account balance, and due date the customer has to pay. Clicking on the invoice number generates a 'PDF' displaying details of the account. Service Location [page 299] . For details on this tab, see Service Location Tasks Printing the Account Factsheet 1. Customers Additional Information Go to 2. Navigate to the menu path Summary Open Print Analytics Reports . You must know the report number or name to search All Utilities specific reports will be displayed under for the specific report. SAP Cloud for Customer 298 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

299 6.4.4 Service Location Service Location This tab displays the utilities specific technical master data from the ERP IS – Utilities. These include the connection object, premise and point of delivery. The Connection Object serves as a link to the IBASE (includes all Utilities Service Location , you will see technical master data) object in backend CRM system. Therefore, when you click on a list of connection objects. Both premise and point of delivery (PoD) are associated with a connection object. You can determine product interest of a Customer and identify service locations for prospects using the details displayed in this tab. Tasks Adding a New Service Location Service Location tab in the Utilities 1. Go to the tenant. 2. In the dialog box that appears, maintain the location details. New Service Location New . 3. Click on Save your entries. 4. After an online sync with the backend CRM system, the new service location description will be replaced with a unique identifier that was created in the backend CRM system. Adding a New Premise and Point of Delivery 1. Go to the Service Location tab in the Utilities tenant. 2. Click on one of the connection objects listed in the tab. 3. In the following screen, select (in the respective sections for Premise and PoD) to create a new premise New or point of delivery. 4. The annual consumption field shows you the yearly consumption for that account for the chosen service type. You have the ability to choose the unit of measurement based on the service type you choose at the point of delivery. 6.5 Banking 6.5.1 SAP Cloud for Customer for Banking: Solution Overview Overview SAP Cloud for Customer for Banking is the next generation collaborative sales platform for both, Client Managers/ Financial Advisors and Product Specialists, without sacrificing the individual line of business processes to focus on the client and collaborate on opportunities and coverage. Our solution enables all aspects of customer engagement for banking companies, from demand to sales and service. It also enables account and activity management. You have the option of selecting wealth management or commercial banking. This will allow you to use different types of features and functions pertaining to your scope selection You can also decide to choose both. You can do the following with SAP Cloud for Customer for Banking: SAP Cloud for Customer 299 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Industry Features

300 ● Create an account for an individual customer (specific to wealth management) ● Create an account (specific to commercial banking) ● Maintain a contact for the account specific to a line of business ● Assign a client manager/financial advisor to the customer ● View account hierarchy for an account based on chosen filters ● Enter KYC (know your customer) details ● Assign a household to a customer and add members to it (specific to wealth management) ● Assign a coverage team to the customer, who, as an expert can offer various products and services to the customer ● Create a lead, based on customer details and requirements ● Convert the lead to an opportunity ● Create tiered opportunities, which allows the coverage team to enter details for each product/service offered to the customer ● Create follow-ups from tiered opportunities The following diagram displays a high level process flow of the SAP Cloud for Customer for Banking solution: Banking Process Flow ● The processes marked above with an * are specific to wealth management. ● The process marked with an ** is specific to commercial banking. ● Individual Account This is the first step in the process, where you, as a financial advisor, can create an account for a potential customer. This consists of entering all profile and portfolio details (also known as KYC/know your customer) for your customer to better serve them. This process also helps verify the identity of your clients, which is essential to any bank. Next, appoint a coverage team for your customer, which consists of experts from various lines of business, who will assist in selecting from the available products and services offered by your bank. Cash management, loans, credit cards, etc ● Lead SAP Cloud for Customer 300 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

301 You can create leads from an individual account based on customer requirements. Leads can be created for a line of business and the relevant bank officers can be assigned to it based on who can qualify the lead using pre delivered checklists. ● Household You can create a household for your customer from an individual account, and add members to it. This step also enables you to add net worth details for individual members of a household. ● Tiered Opportunity Next, based on interest and requirements of your customer, you can create several opportunities for a single customer. For Example: Your customer might be interested in a loan as well as cash management. So there would be two opportunities from the same customer. However, since both the services are different, the opportunity would be assigned to two different experts. In the following sections, we will go over some common banking scenarios to help familiarize you with the important processes. 6.5.2 SAP Cloud for Customer for Banking Scenario Overview Overview The SAP Cloud for Customer for Banking solution allows you to choose from the following banking-specific product line: Graphical Representation of the Banking Industry Solution ● Commercial Banking ● Wealth Management The SAP Cloud for Customer for Banking solution is targeted towards the following primary business roles: 1. Commercial Banking ● Client Manager ● Product Specialist 2. Wealth Management ● Product Specialist ● Financial Advisor These are SAP recommended roles. You can create your own business roles for this solution, based on your requirements, and assign them appropriate work centers. For more information on creating business roles and assigning work centers, see Enabling Features in Scoping for SAP Cloud for Customer for Banking and Getting started for SAP Cloud for Customer for Banking. See Also ● [page 302] Commercial Banking Scenarios SAP Cloud for Customer 301 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Industry Features

302 ● [page 303] Wealth Management Scenarios ● Common Scenarios for Commercial Banking and Wealth Management [page 305] 6.5.3 Commercial Banking Scenarios Overview The following tasks are specific to commercial banking only, and is performed by the client manager or product specialist. Creating an Account This task is the first step in the process, and is performed by a client manager, who is also a bank employee and the first point of contact for the customer, assisting with setting up an account. 1. Customers action button. Fill in the Accounts tab, and choose the New To create an account, go to necessary information and save your entries. 2. Next, open the account to assign a coverage team. 3. To do this, you must navigate to the Coverage team tab. It is essential for you to associate a role, a line of business, and assign an officer from the associated group, to the account. 4. Next, based on the LOB selection, you can assign different product specialists to the coverage team. You also have the option of assigning yourself to the coverage team. A coverage team comprises of product experts based on their territories. When you add the LOB, you automatically associate a territory to it. This has been defined by the administrator and already exists in the system. There can be only one primary for each line of business. 5. Based on the status of each line of business associated with the opportunity, you can decide whether to create leads or opportunities for the customer. 6. The tab displays all details associated with that account. Overview The currency defaults to the country maintained in the customer’s address. If you use a different currency, you must maintain the currency values manually. Client — Roll Ups This task is performed by a client manager, and the tab displays the account hierarchy list details for the selected account. To view this: ● Go to Customers Client - Roll Ups Each account has an owner, who is the client manager. In the client roll up view, you can filter your display results by the three given options, which displays the account hierarchy. This is a read-only screen that enables you to view all hierarchy details of an account at once. Adding a Contact This task can be performed by a client manager or a product specialist, who is a bank employee, and has been assigned to an account, based on the line of business associated with the account. SAP Cloud for Customer 302 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

303 Under Contacts tab, for search parameters, the Line of Business Name and Line of Customers fields are displayed only when commercial banking is scoped. Business ID Besides leads and opportunities, you can also associate a contact with a line of business. To do this: 1. Customer Contacts tab. Go to 2. Next, create a contact, and associate it to an account. Line of Business tab, and click on the Assign button. 3. Next, go to Accounts Under the Line of Business tab is visible only when commercial banking is scoped. tab, the 4. Here, you can associate a contact with a line of business. 5. When you click to select from the account value selection field, you will see only accounts that the selected contact is assigned to. 6. Next, select your line of business. 7. You have the option of setting the primary flag for the chosen contact and account. You can have only one primary for one account and a line of business. You have to assign a contact to an account first before you can assign set the primary flag. See Also Contacts [page 88] Accounts [page 80] 6.5.4 Wealth Management Scenarios Overview The following tasks are specific to wealth management for banking only, and is performed by the financial advisor or product specialist. Creating an Individual Customer This task is usually performed by a financial advisor, who is also a bank employee and the first point of contact for the customer; assisting with setting up an account and KYC (know your customer) on-boarding details. 1. action New tab, and choose the Individual Customers To create an individual customer, go to Customers button. Fill in the necessary information and save your entries. 2. Next, you have to fill in all KYC (know your customer) details. The profile, portfolio, and KYC tabs constitute KYC information. This information pool provides you with a complete 360 degree view of your customer and will help you select the appropriate LOB (line of business) and assign a coverage team for them. 3. After completing KYC, you must assign the LOB. LOB is a banking-specific product or service. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 303 Industry Features

304 4. To do this, you must navigate to the Coverage Team tab. It is essential for you to have already associated an LOB to a LOB type. 5. The LOB and relationship information defaults to the creator of the account. However, you can edit to change this. 6. Next, based on the LOB selection, you can assign different product specialists to the coverage team. You also have the option of assigning yourself to the coverage team. A coverage team comprises of product experts based on their territories. When you add the LOB, you automatically associate a territory to it. This has been defined by the administrator and already exists in the system. 7. Based on the status of each LOB associated with the opportunity, you can decide whether to create leads or opportunities for the customer. 8. The Relationships tab displays all existing households and relationships information for that individual customer. The currency defaults to the country maintained in the customer’s address. If you use a different currency, you must maintain the currency values manually. Assigning a Household This task is usually performed by a financial advisor, who is a bank employee and can create a household for an individual account. You can create a household for an individual account and add members to the household. 1. tab. Customers Household To do this, navigate to 2. Here, you can search by a household name to add members to it. 3. You can also create a new household. 4. While creating a household, you have the option of selecting from a list of financial advisors for the household, that has been created by the administrator. 5. When adding a member to a household, you can specify the relationship type. The added member could be the mother, brother, child, spouse, or any other relation to the household. 6. You can also add/define other relationships to a member. When adding other relationships, you can specify different kinds; such as lawyer, contact person etc. When adding existing/new accounts to a household, net worth details of the added accounts gets carried over and you can view these details in the household tab. By default, SAP Cloud for Customer for Banking offers you the ability to specify only one type of relationship to a household. You can maintain the role of a father in only one household. However, you have the ability to maintain the same relationship to multiple households by selecting the option in the questions tab during scoping. For more information on how to do this, see Enabling Features in Scoping for SAP Cloud for Customer for Banking SAP Cloud for Customer 304 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

305 6.5.5 Common Scenarios for Commercial Banking and Wealth Management Overview The following scenarios are common to both the product lines of banking. Creating Leads This task can be performed by a client manager/financial advisor or a product specialist, who is a bank employee.. Leads tab displays the last five leads. The You can create leads from an individual account or an opportunity. tab. 1. To create a lead from an account, display an individual customer account and go to the Leads 2. Fill in all required information and save your entries. Opportunities tab from the individual account, 3. You can convert a lead to an opportunity. To do this, go to the and create an opportunity. You can also create a lead from Marketing Leads New action button. By default, the system creates a referral lead. To create a client lead, you must select the line of business for client manager/financial advisor. Creating Opportunities This task can be performed by a financial advisor/client manager/product specialist, who is a bank employee. The Opportunities tab always displays the last five opportunities. SAP Cloud for Customer for Banking displays fields based on the chosen LOB. Loans, Cash Management etc. For an individual customer, you can create a client-managed opportunity. For a corporate account, you can create a commercial-managed opportunity. To create an opportunity from an individual customer/account: Individual Customer/Accounts tab, and display details of the account for which you want to create 1. Go to the the opportunity. Opportunities 2. Next, go to the tab and create a new opportunity from that account. 3. Then go to the Facts tab to add banking-specific products (line of business) for the account. When you save your entries, you will be able to view the opportunity details and all the products associated with the account. You can also create an opportunity from Sales Opportunities New action button. You can create multiple opportunities from an account and also associate multiple products with an opportunity. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 305 Industry Features

306 Create Follow-on Opportunity This function is specific to the new assets line of business for wealth management; and for cash management line Facts Opportunity of business for commercial banking. When you change the status of an opportunity ( section) to closed or won, the solution performs a quick check for all the product statuses associated with Details the opportunity. Based on any open status, the flag appears. Once you check the flag, details of Create Follow-up the product with open status gets copied and moved to a new opportunity. The status for the product in the source opportunity is changed to Moved and Open in the new opportunity. New Assets line of business for wealth management, and for cash management This function is specific to the line of business for commercial banking. When creating an opportunity from a follow-up, the flag is auto-selected. Once this happens, Closer Accepts then only the following employees can update/edit that opportunity: ● Closer of the opportunity ● Any member belonging to the associated line of business Sequence tab displays bidirectional details of an opportunity. The Creating Activities This task can be performed by a product specialist, who is a bank employee, and has been assigned to an individual account, based on the line of business (LOB) associated with the account. Within the activities tab, you can add appointments, tasks, phone calls or e-mails for an account. You can create activities for an account from the activities tab as follows: 1. Open an account/individual account, and display details for that account. 2. Then go to the Activities tab. 3. Here, you can add appointments, tasks, phone calls, or e-mails for an account. Within an appointment, you can add topics that you might have discussed with your customer about an LOB. In meeting notes, all LOB types are displayed and pre filled. When you create an activity for an appointment, then in the tab, you have the option of adding details Meeting Notes Topics Discussed , and Line of Business sections. You can also generate a tear sheet or a call report form this to the PDF format. activity in the The generate call report/summary feature enables you to create a call report at the end of a customer visit. Using Analytics This task can be performed by a financial advisor/client manager/product specialist, who is a bank employee and can access all reports for customers associated with their territory. 1. To access banking-specific reports, go to Analysis Reports tab. 2. Next, search using banking-specific terms, such as, LOB, generator, closer etc. 3. Enter selection criteria to display your data in a report. 4. You can choose from different report displays. SAP Cloud for Customer for Banking delivers the following reports: SAP Cloud for Customer 306 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

307 ● Opportunity pipeline report You can run a report on information consolidated for an opportunity and view it by business role, or territory. This report displays all opportunity details. ● Opportunity milestone report You can run a report on opportunities that have milestone statuses associated to them. You have the ability to sort by milestones with high and immediate statuses, and run the reports based on the statuses. ● Milestone risk analysis report If one of the opportunities, has an urgent status, then this gets precedence over others. You can run a report on an opportunity with different statuses to view this. ● Milestone at risk report This report allows you to view milestones set within an opportunity that are at risk and need immediate attention. ● Coverage detail report This report displays if a member of the team has met with his meeting goals for the customer based on filters such as time frame (quarter/year), and activity type (phone calls and appointments). ● Call topics report This report displays the following views: 1. Topics Discussed displays the number of times the bank employee meets with a customer to discuss the opportunity 2. Topics Discussed and Interest Level displays the status of the discussed topic. (For Example: high, low, medium) 3. Leads Generated from them displays the number of leads generated from the topics discussed with the customer 4. New Deals displays the number of opportunities that were generated from the topics discussed with customer 5. Closed Deals displays the number of deals that were won/closed You have the option to drill down from a report to see the details of the lead or opportunity. See Also [page 95] Leads [page 157] About Analysis Opportunities [page 97] SAP Cloud for Customer 307 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Industry Features

308 6.6 Professional Services 6.6.1 SAP Cloud for Customer for Professional Services: Solution Overview Overview Process Flow Overview for Professional Services Solution The Professional Services solution offers project-based firms with a real time and holistic view of finance and project structure using the anytime and anywhere access to back-office data such as master project and other crucial metrics. This is possible using the integration setup with SAP Commercial Project Management (SAP CPM) add-on in the ERP system. The integrated access to create and edit master projects in the SAP CPM can also be used to view crucial calculations maintained in the master project. For example, you can use the information residing in the CPM master project for creating accurate winning bids and eventually translate them into profitable projects. The current version of the solution offers a direct integration between the opportunity in the cloud solution with the master project in the CPM in the system. Following features are available in the current release version: ● Creating an opportunity in the cloud solution triggers creation of a master project in the CPM system. ● Updating the master project updates the opportunity that is referenced in the master project. ● Deleting an opportunity triggers deletion (of the reference to the opportunity) in the corresponding master project. ● Updating or deleting a primary contact in the cloud solution is also reflected in CPM. Similarly, new contacts added in CPM system or modifications to contacts in CPM will be updated in the Projects tab of opportunity. ● Bi-directional updates to modification of account number in the cloud solution as well as in CPM. SAP Cloud for Customer 308 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

309 ● Direct access to financial plan in CPM using the URL for master project displayed in the tab of an Projects opportunity. Changes made to financial plan in CPM can be updated in cloud solution. Financial plan details in Cloud for Customer are read-only and cannot be modified. ● Default login language in the cloud solution is used to display the master project residing in CPM system. 6.6.2 Opportunity and Master Project 6.6.2.1 Creating a Master Project Overview To create a master project from the cloud solution, perform the following steps: work center and click on Opportunities 1. In the Sales . Opportunities screen, click on New to create a new opportunity. 2. In the Name 3. Enter header data for the opportunity such as Account and Document Type and then click on Save . , The new opportunity is created. Projects 4. Open the new opportunity and navigate to the tab for . The tab for appears only if Professional Services solution is included in scoping. This tab has Projects Master Project and Financial Plan . Additional fields can be added to the section two sections, namely the for Master Project using extensibility. However, no further enhancements are possible for Financial Plan . Refresh Master Project . 5. Click on to see the link to the master project in the section for 6. Click on this URL for the master project in the CPM system. If you are logged in to the CPM system, you will be navigated to the master project screen. The reference URL Related Business Objects for the corresponding opportunity is displayed In the section (bottom of the screen) of the master project screen. From the cloud solution, you cannot modify the master project details. However, you can update account, add new contacts or delete existing contacts for an account. These updates will be reflected in the corresponding master project. 6.6.2.2 Updating a Master Project Overview 1. In the Sales work center, click on Opportunities . 2. Select an opportunity, the master project for which you wish to edit. Projects tab, click on the link to Master Project ID in the header area. 3. In the You are navigated to the web client for the CPM system where the master project is displayed. On the left hand side of the master project screen, you see the section for Master Project Data . 4. Edit the master project. You can modify all fields in the master project header: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 309 Industry Features

310 ● Master Project ID ● Description ● Master Project Type ● Stage ● Customer Number ● Organization ● Start Date ● End Date ● Confidential This list is valid for standard solution. The fields may vary depending on extensibility implemented at the Customer location. 5. Click on Save in the header bar. 6. Refresh the corresponding opportunity (for the master project) in the cloud solution and you will see that the changes you made to the master project are now reflected in the opportunity. If no response is sent to the cloud solution, an exception is displayed to the user that the update has failed. Settings or workflow for monitoring and handling exceptions must be defined in the CPM add-on system. You can only modify the master project in the CPM system. However, in the cloud solution, you can update account, add new contacts or delete existing contacts for an account. These updates will be reflected in the corresponding CPM master project. 6.6.2.3 Updating Accounts and Contacts Updating Contacts from Cloud for Customer to SAP CPM Only the primary contact of an opportunity is included in the list of contacts in master project in CPM. This contact is listed along with other master project contacts in the Projects tab of opportunity. Note that the master project contacts are not included as contacts for an opportunity. 1. In the work center, click on Opportunities . Sales 2. Click on an opportunity whose contacts you wish to edit. 3. In the header details, click on the account associated with the opportunity. 4. In the tab, add a new contact and mark it as the Primary contact . Contacts Only contacts marked as Primary will be considered for update in CPM add-on. Only one of the Customer’s contacts can be marked as Primary at any time. 5. Save your changes. 6. Navigate to the CPM add-on using the URL for the master project. You can also in the header bar and select View Contact Persons . 7. In the master project screen, click on the You will see that the primary contact for the account is updated in the master project. If you delete the primary contact in the cloud solution, the updates will be reflected in the master project. SAP Cloud for Customer 310 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

311 Similarly, in the CPM system, you can edit the list of contacts, add new contacts or modify existing contacts. These modifications will be displayed in the cloud solution. Updating Accounts If an existing account for an opportunity is modified, the changes will be reflected in the master project in CPM. Similarly, it is possible to change account number in CPM and these changes will again be reflected in the cloud solution. 6.6.2.4 Deleting a Referenced Opportunity in Master Project Overview 1. In the Sales Opportunities . work center, click on the tab for 2. Select the opportunity that you want to delete and click on the delete icon that appears at the end of the row. This deletes the opportunity in the cloud solution. 3. Now, open the corresponding master project in the CPM system. You will see that the reference to the opportunity in the tab has also been deleted. Related Business Objects 6.6.3 Financial Plan Overview The integration with master project in CPM is now extended to financial plan in SAP Commercial Project Management. When you create a new opportunity in the cloud solution, a corresponding financial plan is created in SAP CPM along with the master project. Use the URL for the master project to connect to the CPM system. The following features are available for financial plan: Update fetches the latest Update in the section for Financial Plan The financial plan details can be modified only in CPM. The financial plan details from CPM and displays them in the cloud solution. Total Margin and Total Planned Value Provision to display total margin and total planned value (corresponds to the bid value in CPM) from CPM system. Versioning Maintain versions for the financial plan. Version maintenance helps you track changes to financial plan Status and the values for and Total Planned Value . For each version, you can modify the financial plan details, select Total Margin a version type and version status. Note that you can only modify the financial plan in CPM system. The details displayed in cloud solution are read-only and cannot be modified. The latest version of the financial plan will always be marked by default. Note that in a new opportunity, Active the checkbox for Active remains un-selected as the default version is the only active version available. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 311 Industry Features

312 Financial Plan Status and Version Status are configurable in the cloud solution. A direct mapping , Version Type with the values configured in CPM ensures that appropriate values are filled for these fields in the cloud solution. Status Maintenance For a new opportunity, the status of financial plan will be displayed as New. You can modify the status in CPM and to display the changes details in the cloud solution. You can use the field help values and use the Custom Update use filler to enter a custom text. Fields The following details are displayed for financial plan. ● Plan ID ● Description ● Plan From ● Plan To ● Status Description No enhancements are possible to the financial plan and therefore you cannot add additional fields to the screens in the cloud solution. To view the financial plan in CPM, 1. Use the URL for the master project to navigate to the CPM system. 2. You Can Also View Workspace . To navigate to the financial plan, use the menu option 3. In the subsequent screen, click on Financial Plan . The financial plan that was created corresponding to the opportunity will be displayed in the table below. Edit to make changes to the financial plan 4. Click on the financial plan to navigate to the detailed screen. Use and also maintain versions. 6.7 SAP Cloud for Customer Apparel and Footwear Solution (AFS) 6.7.1 SAP Cloud for Customer for Apparel and Footwear Solution (AFS): Scenario Overview Business Background SAP Cloud for Customer for AFS is a highly integrated and comprehensive solution developed by SAP and industry leaders to address the particular needs of today’s and tomorrow’s apparel and footwear industry. It puts apparel and footwear companies in complete control of their supply chain, from procuring raw materials to delivering finished styles and helps them to monitor their complex processes – independent of time and place. This solution helps in maintaining the right-on-time coordination with suppliers and customers, the different agreements laid out with them, and the most effective purchasing and payment integration methods. SAP Cloud for Customer for AFS industry enables and mobilizes the direct sales representatives and enables them to engage with their customers to build better relationship, capture insight, and help close deals. SAP Cloud for Customer 312 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

313 Tasks The solution provides you with the ability to do the following: ● replicate customer profile from SAP AFS ● replicate grid products from SAP AFS ● display AFS product profiles that include material groups, divisions, seasonal information, characteristics, and variants ● display product catalog views with digital content sourced from product content management systems (PCM) ● display enhanced list views ● display enhanced product overview pages ● create product listings, order from product lists, and order from grid 6.7.2.1 Adding AFS Products to a Sales Order As a direct sales representative, you have to create a sales order for your customer. Using the SAP Cloud for Customer for AFS solution, navigate to Sales Sales Orders New . 6.7.2.1.1 Creating Product Lists Log on to the AFS system as a direct sales representative. You have the option of choosing products from a product list, when creating a sales order. So you have to create a product list first. Your first step in the process is to create a product list for your customer to select items from, when creating the sales order. 1. . Products Product Lists Navigate to 2. Click on to start creating and adding products to the list for your customer. New Save and Open Product List screen. You have created a 3. Add a description and then choose to display the parent product. Add . tab and click on 4. Now go to the Products Add to 5. In the Products pop up screen, search for your product to choose it. Add the quantity and click on add it to the list or Add and New to add more. By adding the proposed quantity to the product, you have created a logical product for the parent product you created in the steps above. Valid for All Accounts flag to make this product available for all accounts. 6. Select the 7. Finally, Save and close out of the screen. 8. Refresh the Product Lists screen to view the product list you just added. The AFS Products tab displays all replicated products from SAP AFS. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 313 Industry Features

314 6.7.2.1.2 Ordering from Product Lists As a direct sales representative, using the SAP Cloud for Customer for AFS solution, once you have created a product list, your next step would be to create a sales order for your customer. In the sales order, you would order products, from the products list, specific to your customer’s requirements. 1. Sales and choose New to create a new sales order. Sales Orders Navigate to 2. You can add products directly from the products list here. 3. When choosing from the products list window, all real/parent products display along with all their associated logical products. You have the option of selecting the quantity for each variant of the logical products. 4. Follow standard steps for sales order to complete the process. An order is taken on the logical product and not the true product. Creating and Processing Sales Orders [page 118] . For details on creating a sales order, see 6.7.2.1.3 Ordering from Grid As a direct sales representative, using the SAP Cloud for Customer for AFS solution, once you have created a product list, your next step would be to create a sales order for your customer. While in the process, you would order products, from the available products grid, specific to your customer’s requirements. 1. New to create a new sales order. Sales Sales Orders , and choose Navigate to 2. Next, associate the sales order to an account that has been replicated from SAP AFS, otherwise, the backend SAP ERP system will not recognize this. Then open the sales order. Maintain appropriate account ID mapping between SAP Cloud for Customer and SAP AFS to ensure account associations without errors. 3. Products Navigate to , and choose the Add Item from Grid option. Actions You have the option to choose from the following options: ● Add item from list ● Add from past order ● Add item from grid The product you choose has to have a sales organization maintained in SAP AFS that is in an active status. 4. Choose from the displayed list of seasons, collections, and themes. When selecting a product from the grid to add the product to the list. Now add the product ADD you can view the variant details for it. Click on quantity and save your updates. SAP Cloud for Customer 314 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Industry Features

315 The product list always displays true products and all available variants for each product. When you enter a quantity, the product gets selected. Next, click on to add the product to the list. The true ADD product is determined by the variant selected and is maintained as the parent item. 5. Next, proceed to simulation to check for any errors in the sales order you created. If there are no errors, then you can proceed to order transfer. In grid based order creation, you can order a product based on the grid value, which is processed in the SAP ERP backend, and then transfer the order from SAP CLoud for Customer to SAP AFS. 6.7.2.1.4 Order Simulation As a prerequisite, you must have created a products list for the chosen account. 1. Simulation checks to see if sales orders have been created accurately. If the order conforms to all conditions maintained in SAP AFS, and satisfies all conditions, then the order simulates successfully. 2. To simulate a sales order successfully, check to see if the sales organization information is maintained accurately in the header section of the sales order. In case it is not maintained, you have to edit the sales order and enter information for the following fields: ● Sales Unit ● Sales Organization ● Distribution Channel ● Division Choose a sales organization for which the ID mapping has been maintained. 3. Next, maintain the ID mapping for pricing and products with SAP AFS. Before you can do this, you have to first enable/maintain this in fine tuning. For details on how to fine-tune pricing and products, see Enabling Features in Scoping for SAP Cloud for Customer for AFS. 4. . Order simulation fetches the pricing from SAP AFS, and creates a new Actions Simulate Now choose sales order on SAP Cloud for Customer. 6.7.2.1.5 Order Transfer Once you save the sales order, in the header section, check the field for any error messages. If you Pricing Status have failed to maintain any information/conditions in the SAP AFS system accurately, then you will see an error message here and the price will not display. In that case, you will be unable to transfer the sales order to the SAP ERP backend. Hence, the pricing calculation Actions Transfer would be disabled. will not occur accurately. As a result, the However, if you are able to complete simulation successfully, without any errors, then click on Transfer to move the sales order to the SAP AFS system. Actions A message displays informing you that your action has been saved. This means that your order has been created and has been successfully sent to SAP AFS for processing. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 315 Industry Features

316 Once an order has been transferred, you are unable to edit the products. All edit/add options are disabled. In SAP AFS , when you search using your order ID from the SAP Cloud for Customer sales order, and choose Execute , the SAP AFS system provides you with the corresponding order number in SAP AFS and displays all the order details you created in SAP Cloud for Customer. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 316 Industry Features

317 7 Appendix 7.1 General Features 7.1.1 Personalization 7.1.1.1 Personalizing My Settings My Settings from the Personalize menu. Note that if you You can personalize your system settings by selecting change your settings, you have to log off the system and then log on again in order for your changes to take effect. Regional Settings You can adapt the default system settings for the display of dates and times. You can also select a system language. This language is used only when you log on to the system with no language preference in your Web browser and without specifying any language on the logon screen. When a user is created the solution determines the values for the regional settings based on the private address. If the address does not specify a country the solution uses the default settings for the USA. By default, the system language used for on-screen texts is determined by the preferred languages defined in your client, for example your web browser. The language field in the user settings is used when no preferred language is sent by the client and also when system-generated e-mails are sent to your workplace e-mail address. In addition, the language depends on the method used to log on: ● Logging on with a user ID and password You can choose the language on the logon screen. The preferred languages of the client determine which language is set as a default. If none of the preferred client languages is supported by the system, English is selected as a default. You can choose any of the supported languages when logging on with your user ID and password. ● Logging on with a user certificate or single-sign on (SAML) No language selection is offered when user certificates or single-sign on are used for authentication. The first supported language specified by the client is used. If you have not specified a preferred language in your browser or if the preferred languages specified in your browser are not supported, the language specified in the user settings is used as logon language. Change Password You can change the password that you use to log on to the system. To change your password, enter the old password and then enter a new password twice to confirm that you have typed it correctly. Manage Certificates You can request or assign a logon certificate that enables you to log on to the system without entering your user ID and password. The logon certificate is saved to your user account on your local computer. Therefore, you can only use the certificate when you are logged on to your local computer. You can also create a certificate on each computer on which you need to access your solution. If you need to work in multiple systems, you can assign the certificate to SAP Cloud for Customer 317 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Appendix

318 the appropriate user of each system. However, you cannot log on to a system with multiple users using the same certificate. You can also upload your S/MIME certificate that you need for e-mail communication with S/MIME. Onscreen Help By default, you are shown onscreen explanatory texts to assist you in using the system. Onscreen explanatory texts consist of text boxes that are shown at the top of a screen or screen section, and short help texts that are displayed when you move the cursor over a field that is underlined. By deselecting the checkbox you can hide these texts. Display Additional Onscreen Explanatory Texts In addition, you can activate country-specific help and learning content. This means that the standard help and learning content will be supplemented with additional information specific to the country in which you are located. To activate country-specific content, select a country from the list. Accessibility You can enable screen readers to read UI texts and mouse-over texts in all screens. Personalizing My Background Image You can personalize your background image and related settings to change the look and feel of your SAP solution. You can set an image as your personalized background image and adjust the color and transparency settings . [page 318] Personalize My Background Image associated to the background image. For more information, see 7.1.1.2 Personalizing My Background Image You can personalize your background image and related settings to change the look and feel of your SAP solution. You can set an image as your personalized background image and adjust the color and transparency settings associated to the background image. Your changes take effect immediately and are only visible to you. Personalize Your Background Image Personalize menu, select My Background Image . 1. From the and choose an image Browse window, click My Background Image 2. To upload your background image, in the file. The image file should be in or .jpg format. We recommend that the size of the image is the size of your .png screen resolution. The size of the image cannot exceed 1MB. 3. Choose the position of your background image. By default, the image fills the background screen. Color and Transparency field, open the color pane and choose a color as a layer on top of your 4. In the background image. By default, the color is black and remains invisible. In the Select Color screen, you have the following options: ● In the color pane, click to select a starting color and move to select the color that you want to use. ● Under the color pane, choose a recently used color. ● Adjust the HSB or RGB settings for the color. ● Enter a hexadecimal color code of the color. For example, enter #FF0000FF for blue. 5. Adjust the transparency of the color layer. By default, the color layer transparency is set to 0%. 6. Adjust the transparency of the infobars. By default, the infobar transparency is set to 100%. SAP Cloud for Customer 318 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

319 7. To save your changes, click OK . You can export your background image and related settings as a background image file. To do this, in the More and then Export... . screen, click My Background Image You can drag and drop one or more images or background image files to an SAP screen and use one image or file for your background image settings. To remove your background image and related settings, in the My Background Image screen, click More Reset All . and then 7.1.1.3 Personalizing Dashboards Personalize at the upper right of the screen. 1. Click Choose . This Screen A list of dashboard reports appears, as well as mashups and web services. Use the filters to narrow the list, or use search to find a specific report. 2. Drag the report title from the list to the desired chart position. Drop on top of an existing chart to replace the chart currently in that position; drop between charts to insert the new chart between the existing charts. 3. Drag and drop to rearrange the charts as desired. 4. Click the wrench icon at the upper right of a chart to remove, rename, or resize the chart. 5. Click above the reports list to save changes. Save Discard to cancel changes and revert back to the previous version of the dashboard. You can also click 6. Click the X icon at the upper right of the report list to exit Personalize mode. 7.1.2 Pricing for SAP Cloud for Customer Overview Pricing is based on price master data such as price lists and discount lists, which are used to automatically calculate pricing within all business documents. A predefined pricing procedure is used to determine the net value the customer has to pay for certain products to be received on a certain day at a certain place. The pricing procedure consists of price components, such as list price, discounts, surcharges, freights, and costs. The order of these price components is essential for the calculation of the total value. Price Components The solution contains a predefined set of price components, most of which you can activate through the business configuration. Price components can be: ● Automatically determined by the system and able to be overwritten by the user, for example, list price or automatically-determined product discounts SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 319 Appendix

320 ● Manually entered by the user, for example, a manually-entered product discount Manual checkbox in the business configuration for pricing. If the The manual behavior is influenced by the Manual checkbox is selected, the system does not find the price component automatically and it must be added manually by the user. The following sections show the set of price components that may display depending on your configuration. You can influence the pricing in the fine-tune activity Configuration: Price Strategy. List Price This price component is naturally the first step of a pricing procedure, because many price components such as discounts or surcharges depend on it. To determine the net list price, the system checks all price lists that fit the parameters passed from the sales or service document. These parameters are customer, customer group, distribution chain, and date. Price lists can be customer specific, distribution chain specific, and base price lists. The price lists are maintained as price master data, have a validity period, and need to be released before they are active. Because the customer may have special prices, the system checks first for a customer-specific price list. If there is no customer-specific price found, then it checks for a distribution chain specific price list. Finally, if there is no distribution-chain-specific price, it checks for the base price list. You have to ensure that the system can find a price for all products or services you sell in the base price list at the very least. Prices can be manually revised within a sales or service document, allowing you to flexibly adjust your net prices. Product Discount (%) To determine the discount, the system checks all discount lists that fit the parameters passed from the sales or service document. All found discounts are considered in the price calculation. Discount lists can be Customer Specific Discount Product, General Customer Discount, Overall Customer Group Discount, and Customer Specific Discount Product Category discount lists. Because the customer may have a special discount for a certain product, the system checks for a discount list with customer product discounts. Discounts can always be revised manually within a sales or service document, allowing you to flexibly adjust discounts. Surcharge Two different price components are available for surcharges. You can define surcharges as percentages or fixed amounts according to your needs. All surcharges can be used side by side. Total Item Net Value This is calculated by adding all the item net values. This value cannot be edited. Cost and Profit Margin Cost displays only if profit margin is included in your business configuration. A cost estimate can be manually entered and makes the calculation of the profit margin possible. Overall Discount (%) The overall discount (%) is an additional general discount applied to the total item net value. This can only be applied manually. SAP Cloud for Customer 320 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

321 Total Net Value This is calculated by adding all the item net values plus freight. This value cannot be edited. Total Given Discounts This is calculated by adding all the relevant product discounts given. This value cannot be edited directly by the user. It can be influenced by editing the product discounts at item level. Rounding Difference This is a value that has been lost or gained through rounding. This value is used only for currencies that do not have low denomination coins such as 1c or 2c – for example, Swiss francs or Australian dollars. For these currencies, the price must be rounded to the nearest available value, such as 0c or 5c. Total This is calculated by adding the total net value. Price Calculation Pricing is centrally implemented in this solution and linked to all relevant business processes. The procedure is predefined and you cannot modify the procedure or create a new one. The pricing procedure controls which price components are automatically calculated for the relevant business documents, such as sales quotes. It contains the most commonly-used price components, including product prices, discounts, and surcharges. These various kinds of price components can be combined and control the price calculation process. The pricing procedure also contains the sequence in which the system takes these price components into account during pricing. It calculates the net prices. The pricing procedure also determines: ● Which subtotals will be considered during pricing ● To what extent pricing can be processed manually ● Which method the system uses to calculate percentage discounts and surcharges ● Which requirements for a particular price component must be fulfilled before the system takes the element into account. Currency and Quantity Conversion During the price calculation, currency conversion occurs if the currency of the price master data differs from the document currency, depending on the exchange rates maintained as master data. The document currency is defaulted from the account master sales data or from the selling company data. In addition, during the price calculation, quantity conversion occurs if the unit of measure requested in the document differs from the price unit maintained in the price list. A prerequisite is that the quantity conversions are maintained in the product master data. For example, product master data maintains a quantity conversion “1 pallet = 20 each”, the price list specifies a price unit of “$50/1 each”, and the sales quote requests 5 pallets - in this case, the 5 pallets are converted to 100 units and price is calculated at $5000. Scales You can define scales for prices which depend on different quantities. The scale you use determines how values are calculated. For example, you can use a scale to define that a single boiler costs $500, but if you buy at least 10 boilers the price decreases to only $450 per unit. SAP Cloud for Customer 321 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Appendix

322 7.1.3 Party Processing In SAP Cloud for Customer, you can automatically determine all involved parties for business transactions and their related documents using party roles and determination rules. This allows you to streamline account team assignments, and ensure that business partners are correctly assigned to business objects in a way that matches your company processes. Business Background Business partners is the collective term for all the companies and people you interact with in your business, and includes accounts, contacts, partners, and employees. When you create a document, you can designate a business partner as an involved party and assign them a role. You can create a sales quote and add an account as the ship-to party. In this case, the account is the business partner, and ship-to is the party role. The ship-to account may be a subsidiary of a parent company, which is a different account. You may have the parent company account as the bill-to party. You can designate roles for sales quotes, leads, opportunities, service tickets, or activities. You can then automatically determine involved parties for these business transactions and documents using determination rules and master data. Tasks Prerequisites ● You have already maintained relationships in the fine-tuning activity, and created General Business Partners any custom relationships you plan to use in your involved parties determination. For more information on this configuration activity, see the General Business Partners — Configuration Guide. ● You have assigned these relationships between accounts, contacts, partners, and partner contacts from the Relationships tab. appropriate details screen, from the Define New Party Roles To customize the way you use involved parties, you may want to define new party roles. 1. and select the relevant implementation project. Business Configuration Implementation Projects Go to Next, select and find the Party Role Definition fine-tuning activity. Activity List 2. Add a row and enter the necessary data. ● The will identify the party role and must begin with a Z , such as Z123456789 . Party Role Code ● If you check Responsibility Role , then the role is an internal role that involves employee assignment to an account, based on the customer master data. An account team member and the employee responsible are both examples of responsibility roles. You or a sales user can define a role as a responsibility role through direct manual assignment in the account master data or through rule-based definitions, such as assigning employees to an account based on region or postal code. See the Maintain Responsibility Assignments section below. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 322 Appendix

323 ● If you have checked you can also check Sales Data and mark this role as sales data Responsibility Role dependent. This means that you can maintain different employees responsible for the same role depending on, for example, the sales area. Note that you can exchange the sales data dependencies only for contacts with SAP ERP and SAP CRM. With SAP CRM you can also exchange validities. ● Relationship Type , the relationship assignment in the account master data will If you specify a automatically determine the party role in a document. role, and the relationship could be Has a Reseller . For example, you might define a Reseller ● Sales Data , you enable the system that this role can be determined by sales data, such as If you check Sales Organization , , and Division . Distribution Channel Party Category act as filters for that role. When a user manually selects Relationship Type Both the and a business partner for a party role, then the list of available business partners will be based on the party category and/or the relationship type selected here. For example, if a user is in the details for a sales quote and wants to change the reseller role, and the relationship has been defined to allow only sales and service partners, then the user will only be able to choose a sales and service partners as a new reseller. Add Party Roles to the Relevant Business Objects In order to use new or existing roles, you must add them to the relevant business object in the associated fine-tuning activity. You can add party roles to sales quotes, leads, opportunities, service tickets, or activities. 1. Under Business Configuration , navigate to the relevant fine-tuning activity for sales quotes, leads, opportunities, service tickets, or activities 2. Choose . Maintain Involved Parties 3. Add, edit, or delete roles. Pre-delivered party roles cannot be renamed or reassigned. Forbid Manual Changes , the automatically determined role and employee can’t be changed. If you checked Maintain Determinations to decide how the role is assigned. 4. If you add a new role, determinations are added automatically. You can not add determinations yourself, but you can enable or disable the determinations the system proposes. If you see more than one determination step, then the system will use the enabled steps in order. For example, the employee responsible role for an opportunity might first determined by the step Employee Responsible of Account Team , then the step Employee Responsible of Territory Team . Then, when an opportunity is created, the system will first look for an employee responsible for the account for which the opportunity was created. If there is no employee responsible for the account team, then the system will look for an employee responsible based on the territory for which the opportunity was created. The first employee responsible found will be designated to the employee responsible role for that opportunity. Maintain Responsibility Assignments If you checked a role as a Responsibility Role , you can maintain it in several ways: ● Accounts You can directly maintain the responsible role for a specific account from the account details, in the Account Team tab. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 323 Appendix

324 ● Territories You can maintain the responsible role for an account through sales territories. For example, an employee might be responsible for accounts in a region, and thus would be automatically assigned to sales quotes associated with accounts in that region. ● Employee Work Distribution Rules You can indirectly maintain the responsible role for an account through work distribution rules. Choose Administrator General Settings , then Employee Work Distribution . For example, an employee might be assigned all accounts that buy a certain product. Parties in Documents ● Consistency Checks There are several consistency checks performed when a business partner is used in a party role for a document. Some checks will determine if you can change a party role. You may want to set a parties to read- Business Configuration . only to ensure consistency in your business processes. You can do this in ● Determination of Parties When you first create a document such as a sales quote, initially, no parties are assigned. Once you enter an account, other party roles, such as the employee responsible, or ship-to party, are determined automatically. You can manually change these parties, if your system is set up to allow you to change them. Parties are automatically redetermined when a document is changed, unless the party has been manually changed. ● Copying Parties from an Existing Document When you create a new document based on an existing document, the parties are copied to the new document, unless the party role is the employee responsible or the sales unit. These parties are not copied. Instead, the system will trigger a new determination for these roles in the new document. If you created a party role, it will also be copied to a new document, assuming that the role has also been added to the target document. For example, if you created a role and added it to a sales quote, then created an item from that sales quote, then you must also add the role to the items in order for the role to be copied. ● Error Handling If you find that the system is determining involved parties incorrectly, or is unable to find involved parties, there are a few possibilities: ○ The party determination steps do not match your business case. You can enable and disable party determination rules to solve this issue. ○ The master data required to determine parties is missing or inconsistent. Make sure you have added the role to the correct business object and that you have maintained the responsibility and/or relationship assignments above. Recommended Combinations of Party Roles and Business Partners The following table explains each party role, and recommends which business partners should be combined with those party roles. Party Role Description Business Partner Account A party that purchases goods or services. Account or Individual Customer Contact A party that is the contact in a document. Contact or Partner Contact Ship-to A party to which goods or services are supplied. Account or Individual Customer SAP Cloud for Customer 324 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

325 Party Role Description Business Partner A party that receives the bill for the goods or Bill-to Account or Individual Customer services supplied. Employee, Contact, Partner Contact, or A party from whom the message originates. Sender Individual Customer Recipient A party that is to receive a message. Employee, Contact, Partner Contact, or Individual Customer Employee, Contact, Partner Contact, or Recipient (CC) A party that is to receive a copy of a message. Individual Customer Recipient (BCC) A party that is to receive a copy of a message Employee, Contact, Partner Contact, or without the other recipients’ knowledge. Individual Customer Service and Support Team A party that is responsible for the processing of Organizational Unit with Function 'Customer Service' customer complaints. A party that initiates and performs business Partner Sales Partner transactions for another company. An employee of a sales partner. Partner Contact Partner Contact Organizer A party that is responsible for the organization Employee, Contact, Partner Contact, or of an appointment. Individual Customer Attendee A party that is required as an attendee of an Employee, Contact, Partner Contact, or appointment. Individual Customer A party that is responsible for something. Often, Employee or Partner Contact Employee Responsible this employee also has tasks to fulfill or is responsible for updating the document. The party can be an internal or external employee. A party that processes a task or a ticket. Employee or Partner Contact Processor A party that has a reference to the current Contact or Partner Contact Activity Contact activity. Service Performer A party that performs services. Employee or Partner Contact Sales Unit An organizational unit that is responsible for the Organizational Unit with Function 'Sales' sales and distribution of products in business processes. Call Participant A party that participates in real-time Employee, Contact, Partner Contact, or communication, for example, a phone call or Individual Customer Internet chat session. Sales Employee A party that is included in the sales department Employee or Partner Contact of an enterprise, or that carries out sales tasks. An element of your organizational model that is Organizational Unit Organizational Unit assigned to an activity. SAP Cloud for Customer 325 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Appendix

326 7.1.4 Keyboard Navigation The SAP solution aims to comply with the keyboard standards of your operating system. You can use the keyboard to reach active screen elements and use the associated functionality in the solution. CTRL P . + To print this document, press Navigation Keys You can use the following hot keys to navigate SAP screens: Tasks Hot Keys Hot Keys (Supported by Mozilla Firefox Web (Supported by Microsoft Internet Browser 3.6 or Higher) Explorer 8 or Higher) Go to the next UI element. TAB TAB Go back to the last UI element. SHIFT + TAB SHIFT + TAB Go to the next UI section. CTRL F6 TAB + Go back to the last UI section. SHIFT F6 SHIFT + CTRL + TAB + Open a link. SPACEBAR SPACEBAR Trigger the default action of a field or button; open ENTER ENTER a link. Arrow keys Arrow keys Move between options in a drop-down list or in a group of options, such as quick links. Go to the previous tab. CTRL + SHIFT + P CTRL + SHIFT + P Go to the next tab. CTRL SHIFT + N CTRL + SHIFT + N + Function Keys You can use the following hot keys to use certain functions in the SAP solution: For keyboard shortcuts that contain two or more keys, you press these keys simultaneously and let go of the last key first. In the table, these keys are separated by a plus sign (+). Tasks Hot Keys Hot Keys (Supported by Mozilla Firefox Web (Supported by Microsoft Internet Explorer 8 or Higher) Browser 3.6 or Higher) Save your data. CTRL + S CTRL + ALT + S Log off. + + CTRL + Q SHIFT + CTRL SHIFT Q As an administrator, you can use the following hot keys in the administration screens of the SAP solution: SAP Cloud for Customer 326 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

327 Tasks Hot Keys Hot Keys (Supported by Microsoft Internet (Supported by Mozilla Firefox Web Browser 3.6 or Higher) Explorer 8 or Higher) Save your data and close the screen. + CTRL + ALT + W CTRL W Save your data. S CTRL + CTRL + S + ALT Close the screen. CTRL + Q CTRL + Q Refresh the worklist. + R CTRL + ALT + R CTRL Open basic or advanced find in the worklist. + CTRL + ALT + G CTRL G Open filter in the worklist. + H CTRL CTRL ALT + H + Add a new row in the worklist. CTRL + INSERT CTRL + INSERT Delete a row in the worklist. CTRL + DELETE CTRL + DELETE Expand a group in the hierarchy list. CTRL + CTRL + + + Collapse a group in the hierarchy list. CTRL - CTRL + - + View all information in a business document. + + + A SHIFT SHIFT CTRL + A CTRL Log off. SHIFT + CTRL + Q SHIFT + CTRL + Q 7.2 Analysis 7.2.1 Working with Reports 7.2.1.1 Viewing Reports with the Web Browser Option Overview Web Browser option allows you to execute ad hoc analyses. You can open reports from Viewing reporting with the the reports list in the view and from embedded reports. Reports Administrators use a limited range of functions as described below to preview data sources. Functions in the Content Area Display In the content area for the report, data is displayed in a table or chart depending on settings. You can switch the display format of the report. You can also undo a step or revert to the last saved state of the report. You can also sort data in ascending or descending order. Analytical Navigation In cells of reports displayed in table format, you can use the context menu for further navigation and analysis. Using the context menu, you can view existing documents related to a value. When you double-click a cell, the documents SAP Cloud for Customer 327 PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. Appendix

328 and reports to which you can navigate are displayed. For example, you can navigate to a preceding document, such as a purchase request, an overview document that provides information about a customer, or to another report. Functions in the Navigation Pane In the navigation pane, you can find functions to make display settings. Analysis functions are also available to display certain values. The following table provides an overview of display settings and analysis functions available for key figures and characteristics: Key Figures Characteristics Display Display Hide Hide Adding Attributes Decimals Scaling Displaying Hierarchies Conditions Conditions Exceptions Exceptions Sorting Sorting Display Settings By clicking Settings , you can determine how characteristics and key figures are displayed in the report along with making settings for charts and tables. Creating Exceptions and Conditions To create conditions and exceptions for the report, under Columns , click the dropdown list for Key Figures . You can create, edit, and delete exceptions and conditions by choosing Manage Exceptions or Manage Conditions accordingly. Selecting Key Figures To add additional key figures to the report from the available key figures or to remove them from the report, from , choose . Key Figures Settings You can determine the order in which key figures appear as columns in your report by moving them up or down in the list accordingly. Show ID . You can also decide if you want to display technical IDs by clicking Displaying Characteristics and Key Figures You can drag and drop characteristics and key figures in columns and rows to the Not Currently Shown list. To drag and drop, you use the Move function. This function is available from the dropdown list from the characteristics and key figures. If you select Remove , the characteristic or key figure is moved to the Not Currently Shown list. Toolbar Functions ● Close Closes the Web browser window. ● View SAP Cloud for Customer 328 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

329 You can save the current report view, save the report view under a different name, and manage the report views. Manage Views , you can set a report view as default, rename, or delete personal report views. Under ● Settings You can determine how characteristics and key figures are displayed in the report along with making settings for charts and tables. ● Selections You can set values for filter and variables in the Selection area, and manage selections. You can decide whether area before starting a report using the start options. to hide or show the Selection Selection area is displayed. By default, the Selection area is displayed, The start options indicate whether the Hide Selection Area and Start Report but the report is not started. Note that if you set the start option to , the next time you start the report, the system uses the existing set of variables with the current value selections. Start Options To close the selection area, click the icon to the right of the dropdown list. ● Add Fields You can add fields, such as characteristics and attributes of a characteristic, to the report. You can also add variables and hierarchies as variables. For more information, see Add a Field to a Report. ● Print Allows you to print the report using one of the printers connected to your computer. ● Download Downloads the report to Microsoft Excel® in XML or CSV format. Note that the report opens in read only mode. You can also download data sources in CSV format. The format and the available fields of the downloaded data source differ from a downloaded report. For example, in a downloaded report, the value and unit of measure are combined in one field whereas in the downloaded data source, the fields are separate. Another example is that there may be key figures only defined for the report, which are not available in the underlying data source. To perform ad-hoc analyses, you must open the report in Microsoft Excel®. From the Reports work center View With Microsoft Excel option. , and choose the view, click ● Send You can send the report as an e-mail attachment or as a link. ● Chart and Table Switch the display of the report to a table, chart, or display both formats. ● Navigate To You can navigate to a different tool with which to view and analyze the report. ● View Shows the report view that is displayed in the Web browser. The dropdown list displays the report views that are available with the corresponding report. A report view is a modified view of the data available with a report. You can also define one or more views for a report. You define a view by saving the current status of a report. ● Selection Shows the saved set of values for the filter and variables currently used with the report. The dropdown list shows the selections available with the report. ● Set as Default Sets the current report view and defined selection as default. Selections can also be set as default in the Selection area. For selections, the last set default is valid whether the default is set in the Web browser or from the Selection area. Report Header The report header is located to the right of the toolbar. By clicking the Show Report Header icon, the system displays the access context, selection ID, and any filters set. If available, any information and warnings are also displayed. For example, if the display currency is set using key figure settings or variables. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 329 Appendix

330 You can also view technical information about the report, such as the report ID and the data source for the report. Note that you can also undo the last step or go back to the default view and selection. 7.2.1.2 VIDEO: Working with Report Details Video (4m 37s) Working with Report Details Find out how to modify a report in the Web Browser view and how to add it to your dashboard. YOU AGREE that unless expressly stated You are entering a site that is not hosted by SAP. By using such links, otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 7.2.1.3 Viewing Reports with Web Browser — Quick Filter Overview Web Browser – Quick Filter Viewing reports with the option allows you to quickly filter data that can be displayed as a chart, table or both. You can open reports from the reports list in the Reports view and from embedded reports. Toolbar Functions ● Close Closes the report. ● View You can save the current report view, save the report view under a different name, and manage the report views. Under , you can set a report view as default, rename, or delete personal report views. Manage Views ● Save You can save the displayed report view and selection as default. ● Settings Enables you to change the layout of the report and make display settings. The following options are available: ○ Characteristics Edit tab page, you can select characteristics to be displayed in the report. On the For additional information, see Characteristic Settings. ○ Key Figures Edit tab page, you can select key figures to be displayed in the report. On the For additional information, see Key Figure Settings. ○ Exceptions Enables you to identify deviations from threshold values or intervals. SAP Cloud for Customer 330 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

331 For additional information, see Exceptions. ○ Conditions Enables you to restrict the results area of a report in accordance with certain criteria. Note that conditions only restrict the results displayed in a report; they do not restrict the value available with characteristics in the quick filter area. For additional information, see Conditions. ○ Table Enables you to make display settings for the report when displayed as a table. For additional information, see Table Settings. ○ Chart Enables you to make display settings for the report when displayed as a chart. For additional information, see Chart Settings. ● Selections You can set values for filter and variables in the Selection area, and manage selections. By default, the Selection area is closed. For additional information, see Working with Selections. ● Print Allows you to print the report using one of the printers connected to your computer as a table or chart, independent of the current display. ● Download ® Exports the report to Microsoft Excel in XML or CSV format. Note that the report opens in read only mode. The format and the available fields of the downloaded data source differ from a downloaded report. For example, in a downloaded report, the value and unit of measure are combined in one field whereas in the downloaded data source, the fields are separate. Another example is that there may be key figures only defined for the report, which are not available in the underlying data source. To perform ad-hoc analyses, you must open the report in Microsoft Excel. From the Reports work center view, option. View With , and choose the Microsoft Excel® click ● Send You can send the report as an e-mail attachment or as a link. ● Table and Chart Switch the display to a table, chart, or both table and chart. ● Navigate To You can navigate to a different tool with which to view and analyze the report. ● View Shows the report view that is displayed in the Web browser. The dropdown list displays the report views that are available with the corresponding report. A report view is a modified view of the data available with a report. You can also define one or more views for a report. You define a view by saving the current status of a report. ● Selections Shows the saved set of values for filter and variables currently used with the report. The dropdown list shows the selections available with the report. By clicking Selections , and choosing Manage , you can set a selection as default, rename, or delete selections. Manage tab page. Note that the selection cannot be deleted and is not available on the Initial ● Set As Default Sets the current report view and defined selection as default. Selections can also be set as default in the Selection area. For selections, the last set default is valid whether the default is set in the Web browser or from the Selection area. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 331 Appendix

332 Quick Filter Area In the area, from the Characteristics list box, you can select from all characteristics available with a report. Quick Filter Characteristics list box contains the characteristics available with the report. To display the values available with The list box. a characteristic, click the characteristic. The characteristic then appears to the right of the Characteristics Values can then be selected and deselected. To support a quick selection of values, the list boxes provide sorting and filter functions for values. The report data which is displayed in the chart and table changes when you change values in the Quick Filter area. Quick Filter area, any values that you have selected for the filter Note that when you remove a characteristic from the are removed. The values available with the characteristics are restricted to the value selections that you set using the Selection variables in the area. Any changes you make to the value selections for variables in the selection affect the value selections available to be filtered for characteristic. The system resets any filter value selections you have made if you change the values selections set in the selection and start the report again by clicking . Go The order of characteristics in the Characteristics list box and the order as displayed in the report is set using characteristic settings. The order of characteristics in the Characteristics list box is alphabetical, starting with selected characteristics, and then the available characteristics. The order of characteristics that you have selected to filter in the area has no effect on the order of Quick Filter characteristics as displayed in the report. Content Area In the content area for the report, data is displayed as a table, chart, or both, depending on settings. You can switch the display format of the report. Analytical Navigation In cells of reports displayed in table format, you can use the context menu for further navigation and analysis. Using the context menu, you can view existing documents related to a value. When you click a cell, the documents and reports to which you can navigate are displayed. For example, you can navigate to a preceding document, such as a purchase request, an overview document that provides information about a customer, or to another report. 7.2.1.4 VIDEO: Using the Reports Quick Filter Video (4m 42s) Using the Reports Quick Filter Find out how to use the quick filter for reports to close more deals. You are entering a site that is not hosted by SAP. By using such links, YOU AGREE that unless expressly stated otherwise in your agreements with SAP: ● The content of the linked-to site and any further external site is not product documentation and that you may not infer any product documentation claims against SAP based on this information. SAP Cloud for Customer 332 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

333 ● The fact that SAP provides links to external sites does not imply that SAP agrees or disagrees with the contents and information provided on such sites. SAP does not guarantee the correctness of the information provided. 7.2.1.5 Working with Reports and Plans in Microsoft Excel® Overview The SAP add-in for Microsoft Excel enables you to execute ad hoc analyses, create workbooks, create plan data, and define sales targets. ● Microsoft Excel-Based Reporting work center view by clicking You can open reports from the workbooks and reports list in a Reports Microsoft Excel option. You can also open reports directly in Microsoft Excel View With and choosing the by logging on the SAP system. Business Administrators can create design workbooks and make them available for business users from the work center. Analytics ● Microsoft Excel-Based Planning To overcome the limitations of the conventional approach of planning in spreadsheets, business planning consists of features to enable planners to efficiently obtain and work with planning data in business environments. Analytic Features To view and work with Microsoft Excel-based reports and plans, ensure that the add-in for Microsoft Excel is installed. Depending on your authorization, you can download the add-in from the following locations: ● By clicking Download in the top right corner of the solution. ● From the Self-Services Overview work center view of the Home work center under Install Additional Software . ● From the work center view of the Application and User Management work center. Download Center The analytic features in the add-in tab enables you to save workbooks to the solution system. You can also use available Microsoft Excel functions. Depending on your access rights, different workbooks and reports are available. Saved workbooks are then available from different work center views. Note that the functions available to you depend on your access rights and work center and work center view assignments; the reports you work with in a Web browser are also available using the add-in for Microsoft Excel. Administrators Administrators can create and edit public workbooks as follows: 1. Open the public or personal workbook. 2. Switch to design mode by clicking Design Workbook. If you want to view the workbook with generated test data, refresh the workbook. 3. Make any relevant changes and save. 4. Assign the workbook to the relevant work center views to make it public. Note that if the workbook has already been assigned and is public, you do not need to assign the workbook again. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 333 Appendix

334 Workbook Group The workbook group provides functions to open and save workbooks and reports. You can also copy, remove, and protect reports and worksheets. ● Open Downloads and opens a workbook from the solution system. ● Save Saves the workbook back to the solution system as a public workbook. You have the following options to save workbooks to the solution system. ● Save All The following options are available ○ Save All ○ Save Workbook ○ Save Plan Data ○ Save Workbook As New ● Switch Workbook Type The follow table provides an overview of the workbooks available. Description Workbook Type Personal workbook A workbook that is adapted to the individual business needs of a user. A personal workbook is only available to the user who creates it. Any change to a personal workbook is saved back to the solution system. Public workbook A workbook that can be consumed by all users who have the corresponding work center views assigned. Public workbooks are read-only and can be adapted with personalized views and selections to the business needs of the user. Note that before a created workbook can be made public, administrators must first save the workbook as a design workbook. Design workbook A workbook that only includes the layout without data and is only available from Business Analytics the work center. Since administrators in general are not allowed to view business data, the data is deleted whenever you store a design workbook. As soon as a design workbook is assigned to a work center view, business users can use it as a public workbook with real data. ● Insert Report Inserts a report into the worksheet starting in the active cell. By selecting the Paging checkbox, the system displays the first 50 rows of the report including the column headers. Paging down shows the next 50 lines. This is useful if you want to start a report that has large amounts of data. By limiting the number of rows displayed, the system can display the report more quickly. You can still filter or make value selections in order to display the data you want. Note that if you filter or make value selections, the system displays the first page with the specified number of rows. ● Copy Report Copies the report and any report views and variable values in order to paste it in a different location. ● Paste Report Pastes the report and any report views and variable values that was last cut or copied into the active cell. ● Remove Report Removes the report and any report views and variable values in order to paste it in a different location. SAP Cloud for Customer 334 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

335 ● Protect Uses the Microsoft Excel function to protect the worksheet to prevent changes to all cells containing data from the solution system. Refresh Group Refreshes the data in the report. You can also defer refreshing the report. ● Refresh Refreshes the data in the report. ○ Refresh Current Report Refreshes the data in the report that is currently selected. ○ Refresh Worksheet When Activated If this feature is active for a workbook, any reports on a sheet in the workbook are automatically refreshed when the sheet is activated. ○ Refresh Report You can select a report to refresh from the list. ○ Refresh All ● Defer Refresh Defers refreshing the report until you refresh it manually. This function is useful, for example, if you make multiple changes to a report, such as to the layout or you add another key figure or column. ● Paging You can enter the number of rows you want to display. For example, rows 10 to 40. If you click the down arrow, the system displays the next page with 30 rows, including the column headers. View Group Displays the report views that are available with a report. You can change the current report view. In the view pane, you can save changes as a new report view. The view pane also enables you to select the characteristics and key figures that are shown in the report. ● Displaying Characteristics and Hierarchies For characteristics and hierarchies, you can specify in which format the individual characteristic values of the characteristic are displayed. You can display characteristics and hierarchies as name, ID, or a combination thereof. ● Sorting You can also specify how characteristic values are sorted. You can sort characteristics displayed in rows and columns according to the description or ID in ascending or descending order. ● Results Row Using the values from the dropdown list, you can decide how the result is to be displayed. You can decide if results are to be displayed or if results are to be displayed when there are at least two single values. You can also activate and deactivate conditions that are either delivered with a report or that have been defined for the report or report view in a Web browser. For more information, see Conditions. Selection Group You can display the set of value selections for variables that are available with a report. You can change the current Selection pane, you can save changes as a new set of value selections for variables. set of value selections. In the You can also set filter values by selecting values in the report and clicking the Filter icon in the Selection group. To remove the filter, click the corresponding icon. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 335 Appendix

336 If you have multiple reports in a workbook and want to apply the same set of value selections, you can use values from dedicated cells. For example, you have multiple reports that all contain customers. You want to filter the data in the reports to show data related to customer 1001. . In the Selection pane of the report, in the Customer variable entry On sheet 2, in cell D14, you enter 1001 . After refreshing the report, data is filtered to customers 1001. Alternatively, =Sheet2!D14 field, you enter using Microsoft Excel® functionality, you can define a name for the referenced cell, such as Customer, and enter the name instead of the address of the referenced cell in the Customer variable entry field; in this case, you enter =Customer . Note that this tip does not work for advanced restrictions, such as excluding a value or using intervals. Also note that data in the workbook is not automatically refreshed if you change the entry in the referenced cell. Header Group Enables you to insert a report header. You can specify if the report name is to be displayed along with technical information about the report. The header can be inserted either as a range of cells above the report or as a text box. Report Group Enables you to make further display settings. ● Navigate Enables you to navigate to another report or to an overview document. ● Insert Chart Enables you to insert a chart using Microsoft Excel functions. For information about Microsoft Excel chart types and functions, see Microsoft Excel documentation. ● Switch Display Mode of Current Report ○ Grid Display Displays the report using the solution cell styles in the Microsoft Excel grid. ○ PivotTable Display Enables you to display the report as a PivotTable using Microsoft Excel functions. For information about Microsoft Excel PivotTable functions, see Microsoft Excel documentation. ○ Excel Table Display Enables you to display the report as a Microsoft Excel table. Note that if you select this display mode, the Microsoft Excel tab is displayed. Design This display mode is useful, for example, if you want to filter or to sort data using Microsoft Excel functions. For information, see Microsoft Excel documentation. ● Settings ○ Freeze Panes Uses the Microsoft Excel freeze pane function to fix the header columns and rows. ○ Format Report Formats the report using the default SAP Business solution cell styles as listed under the Microsoft Excel Home tab. ○ Adjust to Complete Column Adjusts the width of columns to the width of the longest value in each column. ○ Adjust to Report Result SAP Cloud for Customer 336 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

337 Adjusts the column width to the width of the longest value in the column. ○ Use Outline for Hierarchies Uses the Microsoft Excel outline function to group characteristic hierarchies by expansion level. ○ Expand Rows to Level You can choose the hierarchy level up to which the hierarchy is to be displayed when it is expanded. ○ Merge Repeated Cells You can specify whether every instance of a characteristic value is displayed in a row or column. ○ Show Results First You can specify how results are to be displayed. You can decide if they are to be displayed above rows or to the left of columns. ○ Arrange As Hierarchy The system arranges characteristics in rows and in columns as a hierarchy. The row or column further left serves as the tree structure into which characteristics to the right are inserted. ○ Invert Hierarchies The system inverts the hierarchy so that the hierarchy is displayed from bottom to top or from right to left. You can decide to invert a hierarchy in rows and in columns. ○ Suppress Zero Values You can suppress columns or rows that contain zeros in your report. ● Show / Hide ○ View ○ Variables ○ Planning ○ Header ○ Messages You can specify if all messages or only errors are displayed. You can also decide if messages are displayed on user request. ○ Dynamic Paging Dynamic Show/Hide You can retrieve report data in chunks rather than all at once. To do this, go to Paging . The system opens a dialog box. Select the checkbox and in the Page Size field, Dynamic Paging enter the desired number of data that you want to run at one go. . Assigning Workbooks Administrators can assign workbooks to work center views, make them available to business users. For more information, access the Help Center from the relevant screen. Planning Features The planning features of the add-in tab enables you to create and edit plan data. Cells that are enabled for input have a white background and become yellow when you change their value. Cell that are gray are read-only. Refresh Group ● Refresh Refreshes the data in the plan. Depending on the planning application you are using, when you make entries in cells, the changes you make are sent either synchronously or asynchronously. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 337 Appendix

338 ○ Upload Input (Asynchronous Sending including save) Upload Input , the changes you make to the plan data are transferred to the system When you click asynchronously, values are calculated, and the data is saved. You may need to wait before you can make further changes to the plan. While the system is calculating and saving, the related data in the cells is locked and is read only. Although you can still change values in the sheet, you cannot upload the new values. The only option is to refresh the data. If the system has completed the upload when you refresh, the system reads the data again and overwrites all values. In this case, cells are available again for entries. If the calculation is still in progress, a message about the progress of the upload is displayed. Note that if you want all read-only cells to be protected against changes, click Workbook Protect in the group. Tips and Tricks When Uploading Input ● When you create a plan, reduce the amount of data to the relevant characteristic value combinations, for example, account and cost center, that are required from a business perspective. ● Before changing plan values, restrict the amount of data as much as possible by using Selection pane. selection criteria for characteristic values in the ● If when changing plan values, the system takes a long time to transfer the data, consider changing less data at one time. For example, you want to change the plan data in 500 cells; change the data of the first 250 cells, upload, and then change the next 250 cells. ● If not needed from business perspective, avoid changing rows containing the Not Assigned characteristic value. If the value is required, upload rows containing this value separately from the rest of the data. ● If not needed from business perspective, avoid entering data on different aggregation levels, such as subtotals and totals in Result rows. ○ Send Input (Synchronous Sending excluding Save) The changes you make to the plan data are sent to the system synchronously. You can continue to make changes to the plan as soon as the system has finished calculating and is ready for data entry again. Click to save the data in the system. Save Plan Data ○ Refresh Current Report Refreshes the data in the report that is currently selected. ○ Refresh Worksheet When Activated If this feature is active for a workbook, reports on a sheet in the workbook are automatically refreshed when the sheet is activated. ○ Refresh Report You can select a report to refresh from the list. ○ Refresh All ● Defer Refresh Defers refreshing the report until you refresh it manually. This function is useful, for example, if you make multiple changes to a report, such as to the layout or you add another key figure or column. ● Paging You can enter the number of rows you want to display. For example, rows 10 to 40. If you click the down arrow, the system displays the next page with 30 rows, including the column headers. Planning Group Enables you to plan at different levels and adjust values accordingly. SAP Cloud for Customer 338 © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC Appendix

339 ● Mark Selected Marks cells that you select to be sent back to the system. By marking selected cells, you set the value for the cell. The value therefore does not change when you redistribute values by clicking . Refresh ● Unmark All Unmarks all selected cells. The following example illustrates how values for sales and target planning can be distributed. Note that the characteristics available for financial planning may differ. You want to project revenue for your products and create a plan that contains the characteristics “Product” and “Customer”. Each product is sold to several different customers but you only want to see how much money you received for each product. You therefore choose a view that displays the aggregated revenue for your products. Any changes that you make to the product revenue on this aggregated view are distributed down to the individual customers for the relevant product. The following figures are used to illustrate how the data is distributed. ● The estimated revenue for your Product 1 is USD 1000, for Product 2 USD 2000, and for Product 3 USD 3000. In the system, this information is distributed down to the customer level: ● You then change the value for Product 1 from USD 1000 to USD 3000. The system recalculates the result and again distributes all the values down to customer level in the same proportions: SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 339 Appendix

340 ● You then double the total revenue. The system distributes this over the three products in the same proportions as at the beginning and also distributes this information down to customer level: Note that if you have a value for equal distribution on more than one level of a hierarchy, it may not appear to be distributed equally. The system distributes the value equally on the lowest level. The remainder is then distributed equally on the lowest level before the results are aggregated to the next highest level. SAP Cloud for Customer © 2015 SAP SE or an SAP affiliate company. All rights reserved. • PUBLIC 340 Appendix

341 For example, You have 11 items to be distributed equally (without decimal places) on multiple levels in a hierarchy. The higher level has two nodes; one node has one branch; the other node has two branches. Thus, the lowest level has three nodes. Equal distribution results in each lowest-level node having the value 3. The remainder is then distributed on the lowest level. This results in two lowest-level nodes having the value 4, and one lowest-level node having the value 3. Once aggregated to a higher level, one higher-level node has the value 4. The other higher-level node has the value 7. The result is displayed below. Further Notes The functions of the add-in for Microsoft Excel are restricted or not available when using the Microsoft object linking and embedding (OLE) feature. We therefore recommend not using this feature. SAP Cloud for Customer PUBLIC • © 2015 SAP SE or an SAP affiliate company. All rights reserved. 341 Appendix

342 www.sap.com/contactsap © 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or in any form or for any purpose without the transmitted express permission of SAP SE or an SAP affiliate company. The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies. Please see http://www.sap.com/corporate-en/legal/copyright/ index.epx for additional trademark information and notices. icon courtesy of W3C, see http:// creativecommons.org/licenses/by/3.0/ .

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