SAP Hybris Commerce
Integration with SAP CRM
Release 2.1
Pritim Kumar
August 25, 2016
Hybris-SAP CRM Integration Points – Release 2.1
Sales Order
Management
Service
Management
BASIC COMMERCE
PROCESSES
SELF SERVICES
 Service Ticket Enhancements

 Master Data


Replication of new or updated B2C
consumer records from SAP CRM
to Hybris
Installed Base display on the B2B
storefront
 Service Contract Renewal
CRM

Synchronous renewal of service
contracts from Hybris storefront
 Service Order Integration
 Order Management

Creation of service ticket for an
installed base component from
Hybris storefront

Return requests created in
Backoffice CS Cockpit in Hybris are
integrated with SAP CRM
Asynchronous replication of service
orders with scheduling details from
SAP CRM to SAP Hybris
Commerce
 Product Registration

Registration of products of interest
or purchased products, on the B2C
storefront
 B2B Self Registration
CUSTOMER SERVICE INTEGRATION

Customer self-service option to
create new B2B contact person for
a B2B unit
Service Ticket Integration – Hybrid Model
Create Service
Request
Update Ticket
Notify Customer
Service Request

A B2B customer can create support
ticket for an installed base or its
components from Hybris storefront

The installed base ID is prepopulated
in the service ticket creation page

The newly created ticket can be viewed
in the support ticket listing page

A service order created as a follow-up
activity of the service ticket, displays
the related ticket ID on the Hybris
storefront
CRM
Browse IBases
Create
Service Ticket
Check Answer
Confirm Ticket
Service Contract Renewal – Synchronous
Login / Register
User
Browse Contracts
Display Contract
Extend Contract
Hybris Master Data
SAP CRM / ERP Master Data
Service Contract
Service Contract
Quotation
New Service Contract

A customer can view a service contract
and renew a contract that expires, on
the Hybris storefront

A service contract quotation is created
in the process of renewing a contract

After the service agent accepts the
quotation in SAP CRM, a new service
contract is created in SAP CRM, based
on the existing contract
Service Order Integration – Asynchronous
Create Service
Request
Create Service
Order
Schedule
Service Order
Close
Service Request
CRM
Browse IBases
Create
Service Ticket
Display Service
Order
Confirm
Service Ticket

A service order created in SAP CRM is
replicated automatically to Hybris and
can be viewed on the Hybris storefront

Registered B2B and B2C customers can
view the service orders on the storefront

Service order scheduling can be done in
SAP CRM once the order is released.
The scheduling information is replicated
to Hybris, and can be viewed on the
storefront alongside the service order.
Product Registration – Synchronous
Login / Register
User
Browse Products
Display Product
Details
CRM
Register Product
Display Registered
Products

B2C customers can register the products
of their interest or the products that they
have purchased, on Hybris storefront

Registering a product enables access to
product related information and updates

Customers can also view the general,
product-related, and warranty-related
details of the registered product
B2B Contact Self-Registration - Asynchronous
Online Store
Create new users
Create initial
passwords
Updated Customers
B2B Customer

A B2B customer with administrator role
can use the customer self-service option
on Hybris storefront to create a new B2B
contact person for the B2B unit.

All B2B contact persons can change
their personal data, such as name and
communication data.

Updates are limited to personal data.
Changes to title, name, e-mail address,
and phone number are permitted.

A B2B contact person cannot change
data related to the organization/B2B unit
he is working for, or register a new B2B
unit.
Release
Backoffice
B2B Customers
CRM/ERP
Update
Confirmation
B2B Account
Integration with SAP CRM Interaction Center (as of release 1.0)
Customer contacts
call center
Start Interaction
Launch ASM
Customer Details
Close Call

A customer service agent in SAP CRM
Interaction Center may need to access the
customer cart or related details on the
storefront, to get details about a purchase
request or to provide support with account
administration.

The service agent can launch Hybris
Assisted Service Module (ASM) from the
Interaction Center by clicking the Start
Commerce Session button.

Single Sign-On using SAML 2.0 provides
the customer service agent a seamless
login to ASM. This feature is available only if
you access the Interaction Center using the
Web UI.
Interaction Record
Access Storefront
Process Request