SAP Marketing Cloud Integration Flows 1911 release

Following my previous post on SAP Marketing Cloud Integration Flows for previous release, please find below the up-to-date integration flows of 1911 release with SAP Cloud for Customer:

Integration	Description
Confirm Business Activity Replication to SAP Marketing	Business Activity Replication from SAP Marketing
Confirm Lead Replication to SAP Marketing	Lead Replication from SAP Marketing
Replicate Business Activity from SAP Marketing	Business Activity Replication from SAP Marketing
Replicate Business Activity to SAP Marketing	Business Activity Replication to SAP Marketing
Replicate Business Attribute Assignment to SAP Marketing	Business Attribute and Assignment Replication with SAP Marketing
Replicate Business Attribute Set to SAP Marketing	Business Attribute and Assignment Replication with SAP Marketing
Replicate Business Partner Relationship to SAP Marketing	Business Partner Replication to SAP Marketing
Replicate Business Partner to SAP Marketing	Business Partner Replication to SAP Marketing
Replicate Campaign from SAP Marketing	Campaign Replication from SAP Marketing
Replicate Lead with Business Partner Address Information from SAP Marketing	Lead Replication from SAP Marketing
Replicate Marketing Lead to SAP Marketing	Lead Replication to SAP Marketing
Replicate Marketing Permission to SAP Marketing	Marketing Permission Replication to SAP Marketing
Replicate Opportunity to SAP Marketing	Opportunity Replication to SAP Marketing
Replicate Service Ticket to SAP Marketing	Service Ticket Replication to SAP Marketing
Request Campaign Interactions from SAP Marketing	Request Campaign Interactions from SAP Marketing
Request Marketing Permissions and Subscriptions from SAP Marketing	Request Marketing Permissions and Subscriptions from SAP Marketing
Value Mapping for SAP Cloud for Customer and SAP Marketing Integration	Value Mapping for SAP Cloud for Customer and SAP Marketing Integration
Deprecated – Replicate Lead with Business Partner Address Information from SAP Marketing	Lead Replication from SAP Marketing

For more info, please check api.sap.com.

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.