Integration of Oracle and Snap Engage with SAP Cloud for Customer

[Former Member]

Hello,

We need to integrate Oracle ( for opportunities, accounts and products ) with SAP C4C (Cloud for Customer).

And also Snap Engage ( for Sales Leads ) with SAP C4C (Cloud for customer ).

Is it possible to do it using custom APIs without engagement of any middleware system?

Thanks,

Shikha

[Former Member · Accepted solution]

Hi Shika,

In 1408, we introduced two features in C4Service to enable Sales Contact Center scenarios

1. Follow-up Sales documents from Tickets such as leads and opptys

2. Flexibility to relabel the Ticket work center to anything you want to call the object such as "Sales Inquiry"

What this allows you to do now is have a Sales Contact Center which can process inbound sales requests from customers in a centralized organization across all supported interaction channels of Email, Social, Chat, CTI/Phone Calls, and coming in 1411 SMS. Given SnapEngage already provides certified integration for C4Service, you can basically setup the solution to create the following business process

1. Customer contacts company via SnapEngage

2. SnapEngage automatically routes and creates a C4Service Ticket (Sales Inquiry)

3. Sales Contact Center agent can evaluate the inquiry and decide to create a follow-up lead or opportunity, which automatically copies the sales inquiry information into the lead or oppty

4. Lead and Opportunity can use standard territory management capabilities to route it to the appropriate sales person for follow-up

Good Luck!

Rei

[Former Member · Accepted solution]

Thanks Rei for a quick response!

Do you also have an idea regarding the integration of Relayware system ( for Partner Leads ) with SAP C4C ( Cloud for Customer )?

Is it possible to use custom APIs without middleware intervention?

Thanks,

Shikha

[Former Member · Accepted solution]

Keep in mind C4C provides both oData/REST and SOAP APIs for all of its objects to do basic Create, Read, Query API calls. The C4C SDK also provides the ability consume REST and SOAP APIs. So depending on the use-case you are either calling C4C APIs via an external system to get data in or out of it, or creating custom code in C4C to get data in or out calling an external system's APIs.

SAP HCI, provides another level of abstraction to map the data between C4C and external system, making integration much easier.

So it is hard to say what should be recommended, but in short C4C is completely open to integrate to anything with APIs.

[ankurgodre · Accepted solution]

Hi Shikha,

You may refer to this link to get an idea on doing Web 2 Lead intergation for your requirement, hope it helps (A webservcie integration will be needed for this):

http://myclouddoor.com/www/web-2-lead-sap-cloud-customer-step-step-part-1/

BR

Ankur