Prepare SAP Hybris Sales (SAP C4C) for Riva

Article ID: 1204
Last updated: 21 Dec, 2017

Applies to

  • Riva Cloud.
  • Riva On-Premise.

Data synchronization of SAP Hybris Sales (SAP C4C) is supported in many different scenarios including mailbox synchronization.

To prepare SAP Hybris Sales (SAP C4C) for Riva Cloud or Riva On-Premise:

  1. Meet the SAP Hybris Sales requirements.
  2. Confirm network communication.
  3. Create an SAP Hybris Sales service agent.
  4. Configure SAP Hybris Sales communication arrangements.
  5. Prepare for custom field mapping.
  6. Prepare the target users.
  7. Gather information for the Riva CRM connection.

Step 1: Meet the SAP Hybris Sales Requirements

  1. Ensure that the version of SAP Hybris Sales (SAP C4C) that is configured includes HOT FIX COLLECTION 5 (HFC5) — a patch that includes a fix that SAP recognized was required for Riva to communicate successfully with the SAP C4C.

  2. Contact your SAP Hybris Sales Support, and ensure that the following services are enabled: For Query Business Partners and Manage Attachment.  ***This can take up to 3 days to complete for SAP Support.

Step 2: Confirm Network Communication

Confirm the tenant URL, and confirm access to the tenant from the environment from which the synchronization will occur.

Step 3: Create an SAP Hybris Sales Service Agent

In SAP Hybris Sales, create a service agent that will be used by the communication arrangement configuration and by the synchronization to authenticate with SAP Hybris Sales. Once the service agent is created, you will want to select "request user" and create the business user used for synchronization. Ensure the business user has admin roles added.

Example ID for business user: _RIVASYNC

Step 4: Configure SAP Hybris Sales Communication Arrangements

The following communication arrangements must be added to the SAP Hybris Sales environment for the Service Agent that was provisioned for this purpose.

To configure SAP Hybris Sales communication arrangements:

  1. Create an Active Communication System:
    • Id: RIVA_COMM
    • Host Name: RIVA
    • System Access Type: Internet
    • System Instance Id: RIVA
    • Preferred Application Protocol: 5 - Web Service
  2. Add communication arrangements to the newly created communication system. For each communication arrangement, use the following settings:
    • Scenario: Select a scenario as per the table.
    • Business Data: Define it as
      • System Instance ID (same as the communication system): RIVA
    • Technical Data: Define them as:
      • Communication Method: Direct Connection
      • Inbound Communication Enabled: Checked
      • Application Protocol: Web Service
      • Authentication Method: User ID and Password
      • User ID: Automatically selected.

# Modules SAP Service Communication End Point
1 Accounts Query Accounts /sap/bc/srt/scs/sap/querycustomerin1
2 Manage Accounts /sap/bc/srt/scs/sap/managecustomerin1
3 Appointment Query Appointment Activities /sap/bc/srt/scs/sap/queryappointmentactivityin
4 Manage Appointment Activities /sap/bc/srt/scs/sap/manageappointmentactivityin1
5 Contacts Query Contacts /sap/bc/srt/scs/sap/querycontactin
6 Manage Contacts /sap/bc/srt/scs/sap/managecontactin
7 E-Mail Query E-Mail Activities /sap/bc/srt/scs/sap/queryemailactivityin
8 Manage E-Mail Activities /sap/bc/srt/scs/sap/manageemailactivityin1
9 Leads Query Leads /sap/bc/srt/scs/sap/querymarketingleadin
10 Manage Leads /sap/bc/srt/scs/sap/managemarketingleadin
11 Opportunity Query Opportunities /sap/bc/srt/scs/sap/queryopportunityin2
12 Manage Opportunities /sap/bc/srt/scs/sap/manageopportunityin3
13 Phone Call Query Phone Call Activities /sap/bc/srt/scs/sap/queryphonecallactivityin
14 Manage Phone Call Activities /sap/bc/srt/scs/sap/managephonecallactivityin1
15 Task Query Task Activities /sap/bc/srt/scs/sap/querytaskactivityin
16 Manage Task Activities /sap/bc/srt/scs/sap/managetaskactivityin
17 Tickets Query Tickets /sap/bc/srt/scs/sap/queryservicerequestin
18 Manage Tickets /sap/bc/srt/scs/sap/manageservicerequestin1
19 Query Code Lists /sap/bc/srt/scs/sap/querycodelistin
20 Query Business Partners /sap/bc/srt/scs/sap/businesspartnerdatamanagement1

This is what the configuration will look like:

Step 5: Prepare for Custom Field Mapping

Prepare for custom field mapping.

Step 6: Prepare the Target Users

Ensure that the primary email address value for the target user account matches the Primary SMTP Reply-to value assigned to the user's corresponding email account. For example, "" is the same in both the CRM and email system. Ensure that for each user, the email address values from the email system and the corresponding CRM user are identical.

The Riva connection to SAP Hybris Sales uses the Enterprise Impersonation Model: When Riva creates new items in the CRM, it assigns ownership to the "target user". Since Riva is now acting on behalf of the target user, all audit fields in the CRM record the target user as the user that created and modified the item. Riva uses the permissions of the CRM target user to create and modify items and data in the CRM.

If the access permissions defined for the target user are not sufficient, the Riva server displays Access denied errors for each data change it tries to synchronize. Ensure that for each target user, permissions are assigned to create, modify, delete, import, and export datatypes that Riva will attempt to sync for that user.

Step 7: Gather Information for the CRM Connection

Gather the following information for the CRM connection:

  • User name: Confirm the user name for the SAP service account that this connection will use.
  • Password
  • Primary Email Address: Confirm the primary email address for the SAP service account that this connection will use.
  • Address: Confirm the URL of the SAP Hybris Sales (SAP C4C) subscription.

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Article ID: 1204
Last updated: 21 Dec, 2017
Revision: 22
Views: 9115
Comments: 0
Also listed in
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> CRM Systems -> SAP Hybris Sales (SAP C4C)
folder Riva On-Premise - CRM Sync -> Get Started with Riva On-Premise -> Deploy Riva On-Premise -> Step 1 - Prepare -> Prepare CRMs for Riva -> SAP Hybris Sales (SAP C4C)
folder Riva Cloud - CRM Sync -> Get Started -> Configure Your CRM -> Prepare Your CRM -> Company Mode

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