1.
Test Script
SAP hybris Marketing 1.1 (1508)
November 2015
English
CUSTOMER
Integration with SAP CRM
ID: CE3
Table of Contents
1
Test Description
3
2
2.1
2.2
2.3
Prerequisites
System Access
Roles
Master Data, Organizational Data, and Other Data
4
4
4
5
3
Overview Table
6
4
4.1
4.2
4.3
4.4
Test Procedures
Create Segmentation Model
Create Segments
Create Target Group for Segment
Create Campaign and Trigger Call List Creation in hybris Marketing
4.4.1
Create and Release Campaign in hybris Marketing
4.4.2
Trigger an Action to Create a Call List
4.4.3
Check and Assign Call List
4.4.4
Execute Call List and Access hybris Marketing Campaign
Create Campaign in SAP CRM
4.5.1
Create Campaign and Assign Target Group in SAP CRM
4.5.2
Change Business Partner Data
4.5.3
Rebuild Target Group
4.5
7
7
8
9
11
11
12
13
14
15
15
17
18
Document History
Revision
Change Date
Description
0
July 6, 2015
Published version
Note for the customer project team: Instructions for the customer project team are highlighted in yellow and should be removed before hand -over to project testers. The appendix is included for
internal reference, in particular to support A2O, and should also be deleted before hand-over to the customer, unless deemed helpful to explain the larger context.
If there are any special requirements that do not fit into the template, add instructions to the appendix.
1
Test Description
This document provides a detailed procedure for testing the scope item Integration with SAP CRM after solution deployment, reflecting the predefined scope of the solution. Each process step is
covered in its own section, providing the system interactions (that is test steps) in a table view.
This scenario describes a sample process in which a marketing professional wants to find the right target group to address a new product launch and then creates the corresponding marketing
campaign in hybris Marketing or SAP CRM. In the campaign created in hybris Marketing the marketing professional can also trigger an action to create a call list in SAP CRM. It describes also
describes on how to segment customers, how to create target groups for the identified segment in Marketing Segmentation and how the created target group is consumed in SAP CRM
Marketing.
Marketing Segmentation is a solution powered by SAP HANA, and one of the solutions available in the SAP hybris Marketing rapid-deployment solution. The integration into SAP CRM campaign
management creates a closed-loop process from analysis to action where segments can be created and the related campaigns can be managed and adjusted within a very short time frame. The
integration provides the following benefits:
o Taking action on customer segments created in Marketing Segmentation
o Ability to monitor and process marketing campaigns in a short time frame
o Ability to adjust the target groups and segmentation models in real-time based on changes to SAP CRM customer data
This document is written for readers familiar with the general features and functions of marketing segmentation and targeting as well as standard processes and terminology related to the
underlying processes.
Note
For more information, see the SAP documentation: http://help.sap.com/mkt  Application Help  SAP Library  SAP hybris Marketing  SAP hybris Marketing Worksets and
Applications.
Note
The SAP hybris Marketing rapid-deployment solution provides the implementation of Marketing Segmentation, but not of SAP CRM Sales and Marketing.
2
Prerequisites
This scenario assumes that there is an existing SAP CRM system and that the integration between Marketing Segmentation and SAP CRM has been set up according to the SAP CRM integration
for hybris Marketing (CEM) configuration guide.
2.1
System Access
You can log on to Marketing Segmentation with the following predefined system user, or with a user provided to you by your system administrator:
System
Type of Data
Details
Marketing Segmentation
Accessible via web browser. Your system administrator provides you with the URL to
access the application.
Note
For more information about the generation of the URL, see the SAP hybris
Marketing rapid-deployment solutions configuration guide CED –Initial setup of
hybris Marketing.
Standard User
Marketing Professional
User: CEI_STD Password: welcome (or a password provided by your system
administrator)
You can log on to SAP CRM with a user provided to you by your system administrator:
System
SAP CRM
Accessible via web browser. Your system administrator provides you with the URL to
access the application.
Standard User
Marketing Professional, Interaction Center Manager,
Interaction Center Agent
Username and Password provided by your system administrator.
2.2
Roles
For nonstandard users, the following roles must be assigned to the system users testing this scenario:
Business Role
Business Role Id
Business Role
Business Role Id
Marketing Professional
Z_CUSTOMER_ENG_INTELLIGENCE
Marketing Professional
Business Role ID defined by the system administrator
Interaction Center Manager
Business Role ID defined by the system administrator
Interaction Center Agent
Business Role ID defined by the system administrator
2.3
Master Data, Organizational Data, and Other Data
The SAP hybris Marketing rapid-deployment solution supports the segmentation of SAP CRM business partner data. We assume that in the SAP CRM back-end system, all data that must be
segmented is present and that the data has been made available for SAP hybris Marketing. You use your own master data to go through the test procedure.
Note
For the purpose of this scenario, you use the standard segmentation profile All CRM Business Partners.
3
Overview Table
The scope item Integration with SAP CRM consists of several process steps provided in the table below:
Process Step
Business Condition
Business Role
Expected Results
Create Segmentation Model
Segmentation profile for SAP CRM business
partners is available.
Marketing Professional
Segmentation model with CRM business partners is created.
Create Segments
Segmentation model exists.
Marketing Professional
Segments are created.
Create Target Group for Segment
Segment exists.
Marketing Professional
Target group is created.
Create and Release Campaign in
hybris Marketing
Target Group exists.
Marketing Professional
Campaign is created.
Trigger an Action to Create a Call
List
Campaign is released and activated.
Marketing Professional
Action triggered.
Check and Assign Call List
Call list exists.
IC Manager
Call list is assigned.
Execute Call List
Call list is assigned
IC Agent
Call list is executed
Create Campaign and Assign Target
Group
Target group has been created and released.
Marketing Professional
Campaign is created and target group is assigned to the campaign.
Change Business Partner Data
Business partner data is available.
Marketing Professional
A new CRM business partner that fits the target group segmentation
filter is created.
Rebuild Target Group
Business Partner data for target group has
been updated.
Marketing Professional
Target group is rebuilt.
4
Test Procedures
This section describes test procedures for each process step that belongs to this scope item.
The test should take around 2.5 hrs.
4.1
Create Segmentation Model
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Marketing Professional
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
10mins
Purpose
You are a marketing professional and you would like to create a new event in a specific region to increase customer retention and promote a new product launched by your company at the same
event. You want to address your campaign to your most profitable customers in a specific region. Your first step is to create a segmentation model in the Marketing Segmentation solution.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Access Segmentation
Access the Segmentation workset.
The Segmentation workset is displayed.
2
Access Segmentation Models
Navigate to Segmentation Models.
The Segmentation Models sub workset is
displayed.
3
Create Segmentation Model
In the Segmentation Models view, choose Create (Create segmentation
model).
The Create Segmentation Model dialog box
opens.
Pass / Fail /
Comment
Test
Step
#
Test Step Name
Instruction
Expected Result
4
Choose Segmentation Profile
On the Create Segmentation Model dialog box, choose the All
Consumers (SCI) segmentation profile and then choose OK.
The New Segmentation Model view is displayed.
5
Save Segmentation Model
Choose Save the segmentation model.
A Save As dialog box is displayed.
6
Enter the Segmentation Model
Name
On the Save As dialog box, enter a name for the segmentation model and
then choose OK.
The segmentation model has been saved. It
includes the initial segment containing all CRM
business partners determined by the chosen
segmentation profile.
For example: Segmentation Model: CRM Segmentation Model
4.2
Pass / Fail /
Comment
Create Segments
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Marketing Professional
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
10 min
Purpose
You are a marketing professional and you would like to create new business partner segments by filtering the business partners, for example, by business partner role and city. In this example,
you create one segment as the basis for your target group.
Note
In the Preview section and when defining new segmentation filters, you can perform the following actions on your segment, if required:
Action
Result
Keep
Generates a segment that contains the customers for whom the selected value is true.
Exclude
Generates a segment that contains the customers for whom the selected value is not
Action
Result
true.
Split
Generates two segments: one that contains the customers for whom the selected value
is true, and one for customers for whom the selected value is not true.
Distribute
Generates a defined number of segments for a range of attribute values.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
Pass / Fail /
Comment
1
Create Segment
Highlight the All Consumer SCI segment. Select one of the characteristics
from the Attributes – Consumer list. Choose Region, select the relevant
review in the preview list and choose Keep.
The new segment for Business Partner: Role SoldTo Party has been created.
For example, choose Region: NY.
2
Rename Segment
Open the Actions submenu of the region segment by using the arrow in
the right lower corner of the segment and then choose Change Segment.
Enter a Segment Name choose Keep and then Save.
The newly created segment has been renamed.
3
Create Sub-Segments
To create a sub segment of the business partner role segment, for
example, for a city, select the City attribute from the Attributes List.
Select a city and choose Keep.
A new sub segment for a city has been created
from the Sold-To Party segment.
4.3
Create Target Group for Segment
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Marketing Professional
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
10 min
Purpose
You want to create a target group for a segment to perform marketing activities for the business partners of this segment.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Open Segment Action Menu
In the Segmentation view, highlight one of the segments you created in
the previous step.
The segment action menu opens.
Open the segment action menu by clicking the small arrow in the lower
right corner of the segment.
2
Create Target Group
From the segment action menu, choose Create Target Group.
The New Target Group dialog box opens.
3
Save and Open Target Group
On the New Target Group dialog box, maintain the following entries:
The target group is created and displayed in a new
window.
Name: For example, Target Group for Product Launch
Description: Keep the text proposal or enter your own description
Type: Target Group
Then choose Save and Open.
4
Review Target Group
members
In the Target Group window, review the listed business partners.
The member list of the target group is displayed.
5
Set Status to 'To Be Released'
Choose To Be Released.
The status of the target group is changed to To Be
Released
Note
The To Be Released status is only available if the advanced status
management has been activated. If that is not the case, skip this step and
proceed with the next.
6
Release Target Group
Choose Release.
The target group is released.
Pass / Fail /
Comment
4.4
Create Campaign and Trigger Call List Creation in hybris Marketing
4.4.1
Create and Release Campaign in hybris Marketing
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Marketing Professional
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
10 min
Purpose
You want to create a campaign in hybris Marketing.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Open Target Group
In the Segmentation view, choose the Target Groups. Open the Target
Group, which has been created in the chapter 4.3
The target group is displayed in a new window.
2
Create Campaign
Choose New Campaign.
The New Campaign dialog box opens.
3
Save and Open Campaign
On the New Campaign dialog box, maintain the following entries:
The campaign is created and displayed in a new
window.
Campaign Name: For example, Campaign for Product Launch
Description: Keep the text proposal or enter your own description
Category: Call Center
Then choose Save and Open.
4
Review Campaign
In the Campaign window, review the details of the campaign.
The details of the campaign have been reviewed.
Pass / Fail /
Comment
Test
Step
#
Test Step Name
Instruction
Expected Result
Pass / Fail /
Comment
5
Set Status to 'To Be Released'
Choose To Be Released.
The status of the campaign is changed to To Be
Released
Note
The To Be Released status is only available if the advanced status
management has been activated. If that is not the case, skip this step and
proceed with the next.
6
Choose Release.
Release Campaign
4.4.2
The campaign is released.
Trigger an Action to Create a Call List
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Marketing Professional
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
10 min
Purpose
In the hybris Marketing campaign you want to trigger an action to create a call list.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Access Campaign Workset
Access the Campaign workset.
The Campaign workset is displayed.
Pass / Fail /
Comment
Test
Step
#
Test Step Name
Instruction
Expected Result
Pass / Fail /
Comment
2
Access Campaigns Sub
Workset
Navigate to Campaigns.
The Campaigns sub workset is displayed.
3
Open Campaign
Choose the campaign created under the chapter 4.4.1
Campaign opens in a new window
4
Trigger an action
In the Campaign window, choose Automation.
An action to create a call list has been triggered.
Choose Add Action  Create Call List
5.
Once the action is added activate it by choosing the Activate button on
the top right side of the screen.
Activate the action
4.4.3
Action is activated.
Check and Assign Call List
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Interaction Center Manager
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Purpose
As an interaction center manager you want to check the unassigned call list and assign it to an Interaction Center Agent.
You are logged on to your SAP CRM system with an Interaction Center Manager business role
Testing Date
Click here to enter a date.
Duration
10 min
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Access the Managing
Operations work center
Choose Managing Operations in the menu on the left.
The Managing Operations work center is
displayed.
2
Search for the unassigned Call
List
Choose Search  Call Lists.
In the Search  Call Lists screen choose Search
In the result list all the unassigned call lists are
displayed.
3
Open the call list
From the result list, choose your call list.
The call lists is displayed.
4
Edit and Assign the call list
In the Call List: XXX screen choose Edit.
Call list is now assigned to interaction center
agent.
Navigate to Assignment tab.
Pass / Fail /
Comment
Choose Insert and maintain the following value:
Object ID: <Enter an Interaction Center agent
username, for example, IC_AGENT_SRV >
Choose Activate under More.
Choose Save
4.4.4
Execute Call List and Access hybris Marketing Campaign
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Interaction Center Agent
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
10 min
Purpose
As an interaction center agent who want to execute the call list assigned to you and may be you want to see the hybris Marketing campaign associated to that call list.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Access the Call Lists work
center
Choose Call Lists in the menu on the left.
The Call Lists work center is displayed.
2
Choose and display the Call
Lists
Choose the call list, which was assigned to you in the chapter 4.4.3
Choose Display Calls.
The list of the accounts/contacts available in the
call list is displayed.
Choose and confirm the
Account/Contact
Choose one account/contact from the list and choose Account
Identification in the menu.
The Identify Account screen is displayed and the
account is confirmed.
3
Pass / Fail /
Comment
Choose Confirm.
4
Display the Interaction Record
Choose Interaction Record in the menu on the left.
All the details on the last interactions and
activities are displayed.
5
Navigate to hybris Marketing
Campaign
Under the Organizational Data area, click the Campaign ID hyperlink.
The hybris Marketing Campaign is displayed.
4.5
Create Campaign in SAP CRM
4.5.1
Create Campaign and Assign Target Group in SAP CRM
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Marketing Professional
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
10 min
Purpose
You want to create a marketing campaign for the identified target group to promote a new product launched by your company. You want to assign the target group you created and released in
Marketing Segmentation to your SAP CRM marketing campaign.
You are logged on to your SAP CRM system with a Marketing Professional business role.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Access the Marketing Work
Center
Choose Marketing in the menu on the left.
The Marketing work center is displayed.
2
Create Campaign
Choose Create: Campaign.
The Campaign view is displayed.
3
Maintain Campaign Details
On the Campaign view, maintain the following values:
You have created a marketing campaign in your
SAP CRM system to promote the new product.
Identification: <Enter an id for your campaign, for
example, C/0000-XXX-XXX >
Description: RDS Product promotion
Type: <Select a campaign type>
Priority: High
Planned Start: <Today’s date>
Planned End: <End of the year>
Then save your entries.
4
Edit Campaign Segments
In the Segments assignment block, choose Edit List and open the input
help for the Description field.
In the Search for Segments dialog box, enter the search criteria.
You have assigned the target group you created in
Marketing Segmentation to your marketing
campaign.
Select the target group you have created in step 4.3.
Segmentation Element: Target Group
Description: <Enter the description of your target
group>
Created On: <Enter today’s date>
5
Save Campaign
Choose Save.
The campaign is saved.
Pass / Fail /
Comment
4.5.2
Change Business Partner Data
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Marketing Professional
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
<10 min >
Purpose
You create a new business partner in SAP CRM that fits the segmentation filters of the target group you have just created.
You are logged on to your SAP CRM system with a Marketing Professional business role.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Access the Accounts and
Products work center
Choose Accounts and Products.
The Accounts and Products work center is
displayed.
2
Create Corporate Account
Choose Create: Corporate Account.
The Corporate Account: New view is displayed.
3
Maintain Account Details
In the Account Details: General Data and Main Address and
Communication Data areas, maintain name and address.
You have maintained account details.
Name: <Enter a name for the new corporate account>
Street/House number: <Enter street and house number>
Region :< Enter a Region>; the region must be the
same as the once you chose for your segment.
Postal code/City: <Enter the postal code and city>; the city
must be the same as the one you chose for your segment
Country: <Enter the country you chose for your
segment>.
Pass / Fail /
Comment
Test
Step
#
Test Step Name
Instruction
Expected Result
4
Maintain Role
In the Roles assignment block, choose Role: Sold-To Party
You have created a new CRM business partner
that fits the segmentation filters of the target
group you have just created.
Then choose Save.
4.5.3
Pass / Fail /
Comment
Rebuild Target Group
Test Administration
Customer project: Fill in the project-specific parts (highlighted).
Test Case ID
<X.XX>
Business Roles
Marketing Professional
Responsibility
<State Service Provider, Customer, or Joint Service Provider and Customer>
Tester Name
Testing Date
Click here to enter a date.
Duration
10 min
Purpose
A dynamic target group that was created in Marketing Segmentation must be rebuilt so that it includes any additional or updated business partners. This is done by taking a snapshot of the
target group. The target group can be displayed as embedded object in SAP CRM and the snapshot can be taken so that the updated target group information is automatically displayed in the
SAP CRM campaign after taking the snapshot.
You are logged on to your SAP CRM system with a Marketing Professional business role.
Note
In addition to the rebuild through manual snapshot, if the target group is used in SAP CRM campaign automation, and when the campaign executes, in Marketing Segmentation a
snapshot is taken automatically and the target group member list is rebuilt. Therefore, the target group members are dynamically read at the time of SAP CRM campaign execution.
Prerequisites
You have logged on to SAP Customer Engagement Intelligence.
Procedure
Test
Step
#
Test Step Name
Instruction
Expected Result
1
Open Target Group
In the Segmentation view, choose the Target Groups. Open the Target
Group, which has been created in the chapter 4.3
The target group is displayed in a new window.
2
Take Snapshot
In the Target Group: Members view, choose Snapshot.
The system updates the accounts displayed in the
Members view by adding the business partner that
you created in the previous chapter.
Pass / Fail /
Comment