SAP Marketing Cloud – Campaign not creating Leads or Activities in SAP Cloud for Customer (C4C)

You are using SAP Marketing Cloud integrated with Cloud for Customer. In SAP Marketing you execute a Campaign with ‘Trigger Call Qualification’ or ‘Create Appointment’ Action but not all Leads or Appointments are transferred to C4C.

For example:

1. Create a Campaign in SAP Marketing
2. Assign any Campaign Action integrated with C4C, such as ‘Trigger Call Qualification’, ‘Create Appointment’, ‘Create Task’, ‘Create Phone Call’
   
3. Execute the Campaign
4. Observe that Leads or Activities are missing in C4C

Why is this happening?
There are certain prerequisites for the Integration Scenarios from SAP Marketing Cloud to Cloud for Customer to work.
As a technical prerequisite the Communication Arrangement for Scenario SAP_COM_0017 – ‘Marketing – Presales/Sales Integration’ must be set up.

From a business process point there are the following prerequisites:

• Trigger Call Qualification

  

  The ‘Trigger Call Qualification’ action is supposed to create Leads in C4C for interaction contacts from type person.

  If the executed for an account an interaction from type OUTBOUND_FAILED in communication medium BUSINESS_DOCUMENT with interaction reason as WRONG_IC_TYPE_02 is created. The Campaign Performance shows the number of failed interactions in detail.
  

  The contacts in SAP Marketing need to fulfill the following prerequisites:

  • contact must not be ‘anonymous’ so the contact must have a name
  • PHONE or MOBILE ID must be available
  • marketing permissions for the PHONE or MOBILE ID must be available

    If the contact does not fulfill those prerequisites an interaction from type OUTBOUND_FAILED in communication medium BUSINESS_DOCUMENT is created. The interaction shows the interaction reason as PERMISSION_MISSING, PHONE_MISSING or NAME_MISSING. The Campaign Performance shows the number of failed interactions in detail.

    

• Activities (Appointment, Task, Phone Call)

  

  The different campaign actions, ‘Create Appointment’, ‘Create Task’ and ‘Create Phone Call’ are supposed to create different Activity Types in C4C. The contacts in SAP Marketing need to be created as C4C Business Partners as well, technically the contact must have an SAP_C4C_BUPA ID.

  Those campaign actions do not create Leads in C4C. If the contact is not existing in C4C an interaction from type OUTBOUND_FAILED in communication medium BUSINESS_DOCUMENT is created. The interaction shows the interaction reason as SAP_C4C_BUPA_MISSING. The Campaign Performance shows the number of failed interactions in detail.

  

• Leads

Campaign Actions triggering Leads in C4C require different contacts compared to Campaign Actions triggering Activities in C4C.

 

Resolution

To resolve the issue, define correct Target Groups for each C4C integration scenario in SAP Marketing, so that each of the target group members fulfill the required prerequisites described in the Cause section.

SAP Cloud for Customer | C4C – Button To Create New Campaign Is Missing In C4C

Symptom

New button to create campaign is missing from Campaigns view in Sales Campaign work center.

Environment

SAP Cloud for Customer, SAP Marketing Cloud

Reproducing the Issue

1. Go to the Sales Campaign work center.

2. Go to the Campaigns view.

3. New button is missing from the top right of this OWL page.

Cause

Scoping question “Do you want to query marketing permissions and subscriptions information from an external application to your cloud solution?” is checked in the Business Configuration, as a result of which the New button is disabled.

Resolution

If you want to create new campaigns, please uncheck the question.

1. Go to the Business Configuration work center.
2. Go to the Implementation Projects view.
3. Click Edit Project Scope.
4. Go to Step 4. Questions.
5. Expand scoping element Communication and Information Exchange > Integration with External Applications and Solutions > Integration of Master Data > Business Partners.
6. Uncheck the question “Do you want to query marketing permissions and subscriptions information from an external application to your cloud solution?”.
   Please note that this will have effect on the part of the Cloud for Customer system where you show the Marketing permissions and subscription from an external application, such as SAP Marketing Cloud.

The future of CRM: SAP Hybris Cloud for Customer (C4C)

The demand for CRM solutions is large. The worldwide market for 2015 estimate the Gartner analysts to 26.3 billion dollars – by far the largest segment of the software market. Many companies have some catching up and increasingly asking service providers and manufacturers. With the trend away from on-premise licenses to cloud services should especially Salesforce and Microsoft Dynamics benefit – one might think: SAP has however used the grace of late birth and sail the competition with SAP Hybris Cloud for Customer (C4C).

In autumn 2015, SAP announced a revolutionary solution with C4C which goes far beyond the classic CRM addition, thanks to digital networking through social media analysis, customer service and support. Industry experts and IT managers were skeptical that promises were dismissed as pure marketing measures. But SAP is keeping its word and continuously published four times a year a version with extended functionality, the standardized supports new processes.

Meanwhile SAP C4C mastered the high customer demands and has grown into one of the most advanced cloud-based CRM systems on the market. As the cloud dominates about half of the CRM market and software-as-a-Service (SaaS) in 2015 recorded an increase of 27 percent, the solution captures the spirit of the time. Since it is hardly surprising that SAP ERP can be SAP 6.0 with sophisticated on-premise processes run for CRM and the successor S / 4hana it has hardly innovative and efficient functionality.

Instead, SAP focused on the cloud and should convince even the last skeptics so. For the CRM in the cloud is to SAP C4C safely. SAP operates the application as a public or private cloud in their own data center and transmits the data encrypted. Concerns about IT security and the loss of business-critical data thus belong to the past.

The competitors in the CRM market have long jumped on the train: Salesforce CRM is built exclusively on the cloud and Microsoft Dynamics CRM are the first two releases of new versions only in the cloud. Since it does not matter that the on-premise deployment of the software is optional. In short: On the cloud passes no way in CRM.