Create Leads without existing Account - Integration with SAP Marketing Cloud

[SCHNEIDERT]

Hi guys,

when I create a Lead in SAP Sales Cloud, I always have the option to select the checkbox "Use Existing Account".

When I do so, I could choose an Account and a Contact from that Account. By that the Lead is correctly transferred to SAP Marketing Cloud because the Accounts and Contacts already exist in SAP Marketing Cloud.

But without selecting that checkbox the Lead is also replicated to SAP Marketing Cloud and in the Payload we could also see the "ProspectPartyID" for the Account-ID that appears to be reserved on C4C database and the "ContactParty">"PartyID" for the Contact-ID that appears to be reserved.

I'm using the word "reserved" because by creating the Lead there's no "real" Contact and Account created.

So in the Screenshot for example the 1009611 is the ID which would be the ID of the Corporate Account in SAP Marketing Cloud belonging to the Origin SAP_C4C_BUPA.

But in the Import Monitor MC says: "No contact found for ID SAP_C4C_BUPA-1009611"

Of course that's true, because this is the first time that MC receives that ID from C4C.

Question: Is it even possible to use the process like that and let sales people also create Leads in SAP Sales Cloud without creating Accounts before when using the system integrated with SAP Marketing Cloud?

Use Case: For example on a trade fair a sales person will get a business card from a contact who tells him that he is interested in our product. So in this case the first touchpoint is Sales and not Marketing. The sales colleague would like to create a Lead with basic information he has at this point in time (or e.g. with a Scan App like snapADDY).

How do we setup that scenario?

Kind Regards

Tobias

[SCHNEIDERT]

Hi manideepsatya,

thanks for your reply. I will open an improvement request since I think it is a very common use case that sales people need to quickly create leads e.g. on a trade fair (for example using the card scanner which could be integrated with C4C).

BR Tobias

[vervinckt_joyca]

Let us know schneidert when you have created the improvement request, you'll get my vote 🙂

[SCHNEIDERT]

Hi vervinckt.joyca and all,

created the Improvement Request: https://influence.sap.com/sap/ino/#/idea/267888

Kind Regards

Tobias

[rolf_schumann · Accepted solution]

Hi Tobias,

the solution provided by Satya was: "Maintain the communication arrangement filter 'Send Business Partners with In Preparation status' as shown in the screen shot."

As far as I got it you confirmed that it works.

Best regards,

Rolf

[SCHNEIDERT · Accepted solution]

Hi Rolf,

yes, it works, thanks for your support!

With that setting/filter in the C4C Communication Arrangement, first the Business Partner ("in preparation") is replicated from C4C to MC and then the Lead-Interaction is assigned to the corresponding Interaction Contact.

I'm still wondering where/how to find the Business Partners with status "In Preparation" in C4C because they are not visible in the Account overview nor found via Global Search.

rolf.schumann josef.ehbauer do you know if it is possible somehow to adapt this behavior?

BR Tobias

[Josef_Ehbauer]

Hi Tobias,

I had a detailed discussion with product development on your process. From a standard product perspective this capability should actually be supported. So, I kindly ask you to raise a ticket with detailed information and ask the support colleagues to forward the incident directly to the development support for detailed analysis. You can refer to this answer that support colleagues are informed accordingly.

I apologize for this confusion.

BR, Josef

[SCHNEIDERT]

Hi Josef,

thanks for your support and your feedback. I already opened an incident (359537 / 2021) and I'm in communication with Satya.

We'll see if there's a solution and how it would look like 🙂

BR Tobias

[maik_bosch]

schneidert

Any news about a timeline for the fix? 🙂 As we are having the same issue

[Josef_Ehbauer]

Hi Tobias, Maik,

The Service Ticket 359537/2021 mentioned has meanwhile been processed by the development department. It turned out that in the customer system mentioned, a configuration step was missing in the C4C that triggers the sending of Business Partners in Preparation. This is necessary so that the new contacts and customers entered in the sales lead are also replicated to SMC.

BR, Josef

[SCHNEIDERT]

Hi maik.offerle, josef.ehbauer

we will change the communication arrangement and check again if it already works or if there are further steps necessary.

But I'm wondering about that because if we filter the Accounts and Contact Persons in C4C for the status "In Preparation" there are no entries.

We are only able to find and navigate to them via a lead report. So, is the information about the contact person and Account only stored in the Lead or is there a Business Partner "in preparation" generated in C4C? It would be really great to have some more insights about that.

BR Tobias

[manideepsatya]

Hello schneidert,

Looks like there is confusion(from my side) on this topic. Using Prospects is supported. I will get back to you with official confirmation shortly.

Regards,
Satya

[SCHNEIDERT]

Hi Satya,

I'm very interested in the solution or the statement regarding that topic.

I think "prospect" is only the role for the customer in C4C.

But it is possible to create only the lead and as far as I can see, by that also no prospect is created (all the Contact and Account information is stored in the lead object).

I still opened an improvement request: https://influence.sap.com/sap/ino/#/idea/267888

BR Tobias

[Josef_Ehbauer]

Hi Tobias,

I think you should create a ticket that somebody from support can look into this issue.

BR, Josef

[SCHNEIDERT]

Hi Josef,

as stated by Satya Manideep and also confirmed in our incident, Lead creation without Accounts is not possible at the moment.

I'm wondering why the message is then sent to MC and why it is not resolved at least in such a way that an anonymous contact is created in MC (like it works when using the API_MKT_INTERACTION_SRV as far as I know).

I will open an improvement request because I think this is a very common use case that sales people need to quickly create leads e.g. on a trade fair.

BR Tobias

[Josef_Ehbauer]

Hi Tobias,

thanks for addressing this inquiry. I believe that this kind of process should also be supported by the Sales Cloud integration with Marketing Cloud. I am wondering why there is an erroneous message in the import monitor of marketing cloud. i suppose that there is a pending SOA-message which was the culprit for that error. Kindly check the message dashboard on SMC side as well as the outgoing messages on C4C side,´.

BR, Josef

[SCHNEIDERT]

Hi Josef,

thanks for your reply. But there's no SOA message in the Message Dashboard. For leads the OData API CUAN_BUSINESS_DOCUMENT_IMP_SRV is used.

When the lead is created in C4C only the LeanLeadReplicationOut is triggered. So what do you think that I should be able to find in the Message Dashboard.

Kind Regards

Tobias