Replicate Leads from SMC to C4C in 2005 Release - Avoid Creation of Individual Customers

[SCHNEIDERT]

Dear Experts,

at this point I would like to apologize for the following long question...

When it comes to replication of leads from SAP Marketing Cloud to SAP Sales Cloud there can be two different options:

1. The lead is created for a Contact of an existing Corporate Account (which has been replicated from Sales Cloud to SMC before). This scenario works fine.

2. The lead is created for a new Contact and for that Contact no Corporate Account exists in SMC yet.

Example given: We have a form where the Contact can download a Whitepaper and is handed over to Sales Cloud as a lead by a trigger-based campaign. In the Form we have a Custom Field (YY1_ACCOUNTNAME) where the contact can enter the name of the Company he is working for (as a free text).

The problem is now: In SAP Sales Cloud for that case by default there is an Individual Customer created. But I want to have the Contact First Name and Last Name for the Contact Person (freetext) and the value of the YY1-field also as freetext in the CompanyName field of the Lead in Sales Cloud. (so exactly how it looks like when I create a lead in SAP Sales Cloud without choosing an existing Account -> so the Contact and Account are for the moment like "in preparation" and get their IDs "reserved" on the database).

How to solve this in 2005 release?

Before 2005 release we adapted the default mapping because the check if an individual customer should be created has been on the field IsContact which could be found in the outgoing SMC payload.

With 2005 SAP changed the iFlow and the Outgoing payload of SMC. Now the check doesn't happen on the IsContact field anymore. Instead it checks if an Account exists. But since for new Contacts there is no Corporate Account in SAP Marketing Cloud, it now always creates an individual customer.

How to solve this problem for ne new logic/iFlow?

Hope someone can help! It is urgent because it has a big impact on our project!

BR Tobias

[SCHNEIDERT]

vervinckt.joyca, just to give an update again:

We're in contact with SAP Support. We tried to use the old iFlow and do a pre-mapping step there which only sets the IsContact field to 'true'. That made it working in part. The lead is created in Sales Cloud again as we need it.

But on the way back (Lead Confirmation iFlow) to SMC, Marketing Cloud expects an INTERNAL_ID field (mandatory) for Company to be filled which is not delivered by C4C anymore (rather, it is in the payload but is empty).

Experts are going to find out why this is happening.

If you have any ideas please let me know. Thanks.

BR Tobias

[vervinckt_joyca]

Hi Tobias, thanks so much for the updates.

I don't know too much of C4C or CPI, so no ideas on getting that INTERNAL_ID. I suppose it should be the Bupa ID of the account of the c4c system?

[SCHNEIDERT]

Hi vervinckt.joyca,

I got a new feedback of SAP Support. They we not able (or didn't want) resolve the issue. I feel somehow left alone by SAP.

They said this feature "Creating a Lead by only an Account Name" is added to the 2008 release.

So we now internally have to discuss if we should try another approach to get it working or to postpone our Go-Live and wait for the standard integration.

The new integration will not work with the old iFlows since therefore the new SOAP Webservices will be used. So I think changing the system behavior already in the last release (which caused the problem) was a "preparation" step for the new feature. In my opinion SAP did not consider the scenario like that, that partners already did that workaround which is now not working anymore.

We will probably wait for the new release even if it really annoys me! If we decide to try to find another way to hold the Go-Live date, I will let you know.

BR Tobias

[vervinckt_joyca]

I am facing the EXACT same problem!

I wish I saw your question before I dove into the CPI mapping and came to the same conclusion that there's a check on Account Exists...

Hope someone can help too!

Kr

Joyca

[SCHNEIDERT]

Hi vervinckt.joyca,

"good" to hear that I'm not the only one facing that issue...

I contacted SAP Expert Service regarding that problem. Hope to get feedback and help within the next three days. I will let you know as soon as we solved it.

BR Tobias

[vervinckt_joyca]

Hi schneidert,

Did you get feedback from Expert Service yet on this?

Thanks,

Joyca

[SCHNEIDERT]

Hi vervinckt.joyca,

we have a remote session with SAP Expert Service tomorrow. Hope we can fix it together. I'll let you know.

BR Tobias

[SCHNEIDERT]

Hi vervinckt.joyca,

we had a call with two experts of SAP who weren't able to solve the issue and pleased me to raise an incident for the topic.

The problem should not have happened because the iFlows have to be downwards compatible and we as a customer may not be forced to use the new iFlow just because of an upgrade of any of the systems. I didn't knew that before. So I will open an incident. The colleagues also asked me to tell it to other customers like you to open a similar incident for the topic to give it a higher priority at SAP. Of course I will come back here if I got any new updates on that.BR Tobias