My first experiences integrating SAP Cloud for Cus...

former_member3555 · ‎2016 Feb 02

Updated: Feb 23, 2016

Recently I configured SAP Cloud for Customer integration with SAP Jam. In this blog I'll share my experiences and provide a few tips. I performed configuration for three scenarios:

1. Jam with SFSF foundation for the user store integrated with C4C.

2. Jam developer tenant on the HCP trial account integrated with C4C.

3. Jam with SAP Cloud Identity for the user store integrated with C4C. Also have C4C integrated with SAP Cloud Identity.

Before doing the integration, you might want some background on C4C and Jam. For that, use these blogs: :

Using the Group (Jam) feature within C4C - eg: Accounts, Opportunities, Service Tickets

Getting started with SAP Jam for C4C This blog describes getting started with the Jam tenant on your HCP trial account.

Resources used for this integration:

C4C & Jam integration guide at https://service.sap.com/cloud4customer

Enabling SAP JAM integration with Cloud for Customer Note: In the blog, I did not use step 6. For the first scenario the company ID is available in the "General" settings in the Admin area of Jam. For the second scenario I left "Company ID" blank when asked.

SAP Cloud Identity How-To Guides This blog has all cloud identity how to guides including one on integrating to C4C.

For the integration between C4C and Jam the integration guide on SMP is the most important resource. This guide is used regardless if Jam is integrated with SFSF foundation, Cloud Identity, or the Jam instance on your HCP trial account. The Enabling SAP JAM integration with Cloud for Customer blog is very helpful because it shows some example screenshots. Use it as a secondary resource.

Scenario 1: Jam with SFSF foundation + C4C

Jam tenant that uses SFSF foundation for user provisioning + C4C tenant. First integrated feeds only, then configured work pattern integration. (Note: Work pattern integration provides the deep integration with rendering business records in Jam, ability to create groups based on accounts, opportunities, view latest opportunities, etc.)

Scenario 2: Jam developer + C4C

Jam developer tenant from hanatrial.ondemand.com + C4C tenant. First integrated feeds only, then configured work pattern integration.

Scenario 3: Jam with Cloud Identity + C4C

Jam tenant that uses SAP Cloud Identity for user store and provisioning + C4C tenant. First integrated feeds only, then configured work pattern integration. Also configured C4C and Cloud Identity.

Details on scenario 1

Prereqs:

Before starting, ensure you one or two user ID's with the same email in both SFSF foundation and C4C. There is a best practice document in the RDS at https://service.sap.com/rds-cfc-int that walks you through user provisioning. But, if you are doing this just as a test, just ensure 1-2 users in SFSF foundation have the same email as 1-2 user ID's in C4C. Your Jam tenant should be provisioned to already be integrated with SFSF foundation, so just add a user in SFSF foundation that exists in your C4C test tenant and ensure the emails match. Depending on your settings, it may take some time for a new user in SFSF foundation to be available in Jam. For the purposes of this test, it will be easier if you make the Jam user a company admin user in Jam.

The integration guide first walks you through configuring the feeds, then the work patterns. You really can follow it step-by-step. I ran into only 2 minor issues:

Step 3.1, Scoping

In the guide there was one scoping question for Jam integration. In my 1511 there were two questions. The second question asked "Do you want to use C4C SSO URL for Jam integration". The first time I selected yes, but at the end I couldn't link from Jam back to C4C when doing the work pattern integration, so leave this question unscoped.

Step 3.3, Register SAP Jam in C4C

This is where you go into the Open Activity list in the Business Configuration work center in C4C and register Jam. In this step you provide your jam URL. I had two problems: knowing what my Jam URL was, and then once I entered it, it didn't seem to 'take'. Let me explain:

In step 3.3 you enter the Jam application server URL and the Jam API server URL. The best place to get this is from the General settings in the Admin screen of jam. The host name is used for the server and the api URL. (The guide tells you the required format.)

In step 3.5 you do a test to see if it worked. This test is logging in C4C and opening the feed. Here I got the message: "You can't access SAP JAM because configuration of your user is incomplete. Please contact your system administrator". I then noticed then when logging out I received a message like the one below. This is fine, but my problem was that the Trusted Site didn't have my Jam URL, it had "integration5.sapjam.com" - which did not match what was in my Admin General settings.

I went back into the details of step 3.3 and realized when I registered Jam for C4C, the URL's had converted back to the original URL's, not the ones for my Jam tenant, so I had to re-do step 3.3

After that it worked. Once you get through step 3.5, you can see feed of C4C in Jam and Jam feed in C4C.

Once you get the feeds working, the next configuration is for the work patterns. The step-by-step for this is in section 5 of the guide.

Step 5.7.3.2, Manage Record Types

When doing the work pattern integration, from SAP Jam you link to the oData API's within C4C. You provide the URL's for the metadata and the annotations in step 5.7.3.2, Manage Record Types. When adding the annotations URL, the save only works if the user is also in C4C. This means, your Jam user that matches the C4C user, also needs company admin in Jam. In the Jam admin is where the oData URL's are provided. The guide tells you exactly what to add, but it doesn't tell you that you need to be doing this as a user that has a matching email to a C4C user.

That's it! Everything else is easy to follow.

Details on scenario 2

The SAP Jam developer tenant is not automatically provisioned with SFSF foundation so the users work a bit different. Ensure your user in the Jam developer tenant matches a C4C user with the same email.

The steps work the same in scenario 2 as in scenario 1, so just follow the guides again. The feed integration works the same.

Because of the difference in the user provisioning I had problems with the annotations again.

Step 5.7.3.1, SAP Jam: Add a new External Application

Since I could not get the annotations to work correctly, I am assuming this is due to the difference in user provisioning in the developer tenant, I changed the external application to use a "Common User". I used the user I had in both the Jam developer tenant and my C4C tenant. Of course, this is not what you would do in the real-world, I only did it due to using the developer tenant, which is only used for prototyping, so it was fine for my experiment.

Other than that one change, the integrating to the developer tenant worked the same.

Details on scenario 3

Prereqs:

Scenario 3 shows the integration of C4C with Jam that is using SCI as well as C4C with SCI (SAP Cloud Identity). In this example, users are mapped between C4C and Jam using their email address. C4C and Cloud Identity are mapped using the user name. Before starting, ensure you have a Cloud Identity tenant with a user that is also in C4C with the same user name.

The integration is the same between C4C and Jam regardless of using SFSF foundation or SCI. The new part included here is the trust setup between C4C and SCI for SSO into C4C. The steps are shown in three videos. They are all in the C4C Academy.

So, let's do some SAP Jam integration with SAP Cloud for Customer!

chandansb · ‎2016 Feb 02

Hello Ginger,

I had done the JAM integration guess almost two years back in our internal environment. Thought of sharing the document that was really helpful for me those days.

Enabling SAP JAM integration with Cloud for Customer

Not sure if there are much difference in the configurations to be done in the latest version.

Thanks for sharing your experience. :smile:

Cheers,

Chandan

Former Member · ‎2016 Feb 02

I setup the JAM integration for a client who had purchased SFSF a year ago. They did not move forward with it in the end as every user who wants to collaborate on C4C service tickets via a JAM group needs a C4C license :sad: :sad: :sad: .

We also had a huge performance slow down in C4C after turning on this integration. What does it look like now? Have you observed a similar performance dip?

former_member3555 · ‎2016 Feb 02

HI Chandan - yes I mentioned that one - I said I didn't use step 6 - but I think in the this blog I just called it an 'integration blog' - I'll edit my blog and just put in the link so it's the same name showing up... Hope you are doing well!

-ginger

former_member3555 · ‎2016 Feb 02

HI Thierry...everyone who will use Jam to collaborate on C4C service tickets needs a C4C license? I didn't know that...hmm..

In regards to performance hit on C4C - let me check - I haven't observed a dip but I'm on a tenant just for my own use. I'll check on both and post an update.

-ginger

Former Member · ‎2016 Feb 02

If you want to be thorough with the performance tests you could use the standard performance reports available under the Beta Administrator workcentre. Run these for key transactions before and after JAM integration. My use case was to open the Service agent Ticket view from the ticket overview screen. Was painfully slow.

Our quality consultant from SAP confirmed he had had a similar experience on another project.

chandansb · ‎2016 Feb 02

Ohh Ok ... Yes I am fine and expect you too are doing well. :smile:

Regards,

Chandan

former_member3555 · ‎2016 Feb 02

HI Thierry,

I spoke with our performance team and they asked that you open an incident so we can look at the root cause - if you open the incident and send me the 3 number, I'll share it with them.

Also - on the users. I'm wondering if you're referring to:

* when you use Jam to collaborate on the service ticket, you can collaborate in Jam w/o a user, but if you click on 'view ticket' - then, of course, you need a user.

* The license for Jam that comes with SFSF does not by default include the work patterns for C4C, so you may need to adjust the Jam license for integration with other apps, such as C4C and work patterns.

Or- were you saying that if no one can be a member of Jam group for tickets unless they are users in C4C? I don't think that's the case.

-ginger

Former Member · ‎2016 Feb 02

Regarding the performance, it's just too late as I have left the project.

You are correct, the license is needed if a JAM user wants to see the Ticket view from the JAM group which is where most of the background information will be. If these users don't have a C4C license, they will rely on the service agent having to copy and paste the information in the JAM group.

Why charging a license for this type of user? How does it compare to consuming ticket information via a standard C4C service ticket web service into another non SAP UI? Is there a license charge for this scenario as well?

former_member3555 · ‎2016 Feb 02

Hi Thierry

I'm updating my reply - so I created a jam group via C4C...when I am in Jam - only users who have access rights in both C4C and Jam can even see the group. I think that is why the copy/paste. I'm sure it has to do with data privacy - but will follow-up on this.

-ginger

Former Member · ‎2016 Feb 02

The ticket info is only available in SAP JAM if the user has got C4C license. So if the service agent needs support from a colleague to resolve a case (but the colleague can't see the ticket info because no license), the agent must copy and paste the relevant information on the JAM feed.

That's what I remember.

former_member3555 · ‎2016 Feb 03

Hi Thierry

Once you integrate with the work patterns the ticket details are good - so that has probably changed since you tried it since the work patterns are fairly new - hopefully you will use it again for another customer soon!

All the best

Ginger

former_member544509 · ‎2018 Jun 04

ginger.gatling

Can you please explain how to get access for SAP JAM where we can browse these videos?