Table of Contents

Open all
Close all
Foreword
17
Preface
19
Target Audience
19
Structure of This Book
19
Acknowledgments
23
1 Introduction
25
1.1 The Commerce Market
25
1.1.1 Customer Expectations
26
1.1.2 Vendor Requirements
27
1.2 The SAP Commerce Story
30
1.2.1 The Platform and Its Evolution
31
1.2.2 Modularizing
35
1.2.3 Cockpits
35
1.2.4 Cloudification
38
1.3 Summary
38
2 Getting Started with SAP Commerce
41
2.1 Before You Begin
42
2.1.1 Application Lifecycle Framework
42
2.1.2 Technical Requirements and Infrastructure
43
2.1.3 Methodology and Recommended Practices
45
2.2 Running Your Project
51
2.2.1 Defining the Scope
51
2.2.2 Initiation Phase
54
2.2.3 Foundation Phase
57
2.2.4 Development and Engineering
61
2.2.5 Deployment and Cutover/Go-Live
68
2.2.6 Application Management
71
2.3 Building Your Team
72
2.3.1 Initiation Phase
72
2.3.2 Foundation Phase
74
2.3.3 Engineering Phase
78
2.3.4 Deployment Phase
82
2.3.5 Application Management
86
2.4 Operating in the Cloud
89
2.4.1 Cloud Portal
89
2.4.2 Cloud Readiness Check
89
2.4.3 Platinum Upgrade Program
90
2.5 Upgrade Projects
91
2.5.1 Upgrade Considerations
92
2.5.2 Roles and Responsibilities
94
2.6 Summary
96
3 Commerce Management
97
3.1 Sales Organization
98
3.2 Cart Management
99
3.2.1 Extensions and Configurations
100
3.2.2 Cart Merging
101
3.3 Product Recommendation
103
3.4 Wishlists and Checkout
106
3.4.1 Wishlists
106
3.4.2 Checkout
109
3.4.3 PCI Compliance
113
3.5 Promotions
114
3.5.1 Promotional Pricing
115
3.5.2 Promotions Engine
118
3.5.3 Rule Engine
126
3.6 SAP Commerce Accelerator Storefronts
137
3.6.1 Extensions and Add-Ons
138
3.6.2 Storefronts
140
3.6.3 Sample Data and Configurations
144
3.7 Summary
146
4 Product Content and Catalog Management
149
4.1 Product Catalog Management
150
4.1.1 Structuring Products and Categories
151
4.1.2 Catalog Versions
153
4.1.3 Managing Multiple Catalogs
154
4.1.4 Synchronizing Catalogs
158
4.2 Product Cockpit
159
4.2.1 Getting Started with the Product Cockpit
161
4.2.2 Creating Categories
174
4.2.3 Creating and Enriching Products
178
4.2.4 Synchronizing Products
184
4.3 Configurable Products
185
4.4 Bundling
186
4.5 SAP Digital Asset Management
191
4.6 Summary
193
5 Customer Experience Management
195
5.1 Page Templates for All Channels
196
5.2 Web Content Management System
202
5.3 SmartEdit
209
5.3.1 Framework and Architecture
209
5.3.2 Content Management
218
5.3.3 Components
219
5.3.4 Restrictions Management
221
5.3.5 Navigation
223
5.3.6 User Accounts and User Groups
225
5.4 Personalization
226
5.4.1 Personalization Architecture
227
5.4.2 Configuring Personalization
228
5.4.3 Extending Personalization
229
5.4.4 Advanced Personalization Module
230
5.5 Context-Driven Services
232
5.5.1 Foundation
233
5.5.2 Segmentation
238
5.6 Summary
241
6 Order Management
243
6.1 Sales Organization
244
6.1.1 General Tab
245
6.1.2 Employees Tab
246
6.1.3 Accounts Tab
247
6.1.4 Assisted Service Module Customer List
248
6.2 Quotation Management
248
6.2.1 Quotation Lifecycle
249
6.2.2 Requoting Inactive Quotes
251
6.2.3 Viewing Quotes
252
6.2.4 Email Notifications
255
6.3 Capturing an Order
256
6.3.1 Cart and Checkout
256
6.3.2 Store Locator
259
6.3.3 Buy Online, Pick Up in Store
259
6.3.4 Payment and Taxes
260
6.4 Distributed Order Management
260
6.4.1 Order Fulfillment Cockpit
261
6.4.2 Stock and Availability
262
6.4.3 Enterprise Inventory
264
6.4.4 Endless Aisle
266
6.5 Order Orchestration
266
6.5.1 Warehouse and Points of Service
267
6.5.2 Business Processes and Order Status
269
6.5.3 Order Splitting and Consignments
269
6.5.4 Sourcing and Allocation to Fulfillment Locations
270
6.5.5 Orchestrating Multiple Backends
274
6.6 Fulfillment Execution
275
6.6.1 External Fulfillment
277
6.6.2 Pick, Pack, and Ship
277
6.6.3 Pick Up in Store
280
6.6.4 Declining or Relocating Consignments
280
6.6.5 Task Assignment Workflow: Inbox
282
6.7 Order Lifecycle
283
6.7.1 Backoffice Customer Support Cockpit
283
6.7.2 Additional Order Actions
288
6.7.3 Order Cancellations
290
6.7.4 Order Returns
291
6.7.5 Order Management Self-Service
296
6.8 Summary
301
7 Support and Service
303
7.1 Backoffice Customer Service Cockpit
305
7.1.1 Administration and Unbound Customer Attributes
306
7.1.2 Product Ratings and Reviews
309
7.1.3 Customer Account Information
313
7.1.4 Personal Data Reports
316
7.1.5 Orders
318
7.1.6 Returns
325
7.1.7 Support Ticket Management
328
7.2 Assisted Service Module
334
7.2.1 Customer 360° View
336
7.2.2 Order Placement Support
340
7.2.3 Promotions
342
7.2.4 Integrating with Context-Driven Services
345
7.3 Self-Service
348
7.4 Summary
351
8 Search and Navigation
353
8.1 Overview
354
8.1.1 Search and Faceted Search
355
8.1.2 Indexing
356
8.1.3 Scoring
359
8.1.4 Solr Queries
361
8.2 Configuring Solr Search
366
8.2.1 Deciding How to Configure Solr
366
8.2.2 Adaptive Search
369
8.2.3 Search and Navigation
370
8.2.4 Solr Console
378
8.2.5 XML and Spring Configuration
379
8.3 Boost and Bury
381
8.4 Commerce Search and Adaptive Search
383
8.5 Solr and PCM in Backoffice
384
8.6 Indexing Nonproduct Content
385
8.7 Summary
386
9 Cross-Module Topics
389
9.1 Users, User Groups, and Permissions
389
9.1.1 What Is a User?
390
9.1.2 What Is a User Group?
392
9.1.3 B2B Customers and B2B Business Units
396
9.1.4 Extending the User and User Group Types
398
9.1.5 User Groups in the SAP Commerce API
399
9.2 Internationalization and Localization
400
9.2.1 Data Structure
400
9.2.2 Countries and Regions
402
9.2.3 Currencies
403
9.2.4 Languages
405
9.2.5 Multicountry Rollouts
407
9.3 Search Engine Optimization
410
9.3.1 URL Construction
411
9.3.2 Sitemaps
412
9.3.3 Metadata: Descriptions and Keywords
416
9.4 Summary
418
10 SAP Commerce Platform
419
10.1 Architecture
419
10.1.1 Architecture Layers
420
10.1.2 Extensions
421
10.1.3 Modes of Operation
422
10.2 Data Model
424
10.2.1 System Types
424
10.2.2 Core Data Types and Extensions
425
10.3 Import and Export
426
10.3.1 ImpEx
426
10.3.2 CronJobs
427
10.3.3 Hot Folder
428
10.4 Workflow
429
10.4.1 Overview
429
10.4.2 Workflows in the Backoffice
431
10.5 Security
436
10.5.1 Permissions
436
10.5.2 Managing and Checking Access Rights
439
10.5.3 Cross-Origin Resource Sharing Mechanism
441
10.5.4 HTTPS Certificates
441
10.5.5 Password Security Policies
442
10.5.6 Data Protection
442
10.5.7 Consent Management
443
10.5.8 Security Recommended Practices for Projects
447
10.6 Summary
449
11 Integration
451
11.1 Basics
452
11.2 Master Data Management
454
11.2.1 Data Models and Objects Overview
454
11.2.2 Customer Data Integration
456
11.2.3 Product Data Integration
463
11.2.4 Pricing Data Integration
464
11.3 Order Management Scenarios
467
11.3.1 Asynchronous Order Management
467
11.3.2 Synchronous Order Management
470
11.3.3 Leveraging Order Management for Commerce
471
11.3.4 Multibackend Integrations
473
11.4 Price Calculation in an Integrated SAP Landscape
475
11.4.1 Price Calculation Based on Consistent Master Data
475
11.4.2 Price Calculation Based on SAP Pricing Engine
475
11.5 Integration with SAP Marketing Cloud
476
11.5.1 Data Replication to SAP Marketing Cloud
478
11.5.2 Product and Offer Recommendations (B2C)
478
11.5.3 Personalization with Segmentation
480
11.5.4 Clickstream Data Transfer to SAP Marketing Cloud
482
11.6 Integration with SAP Sales Cloud and SAP Service Cloud
482
11.7 Integration with SAP Subscription Billing
485
11.8 Integration with SAP Customer Engagement Center
486
11.9 Integration with the SAP Digital Payments Add-On
487
11.10 Integration with SAP Jam Communities
488
11.11 Integration Strategy and Technology
490
11.11.1 SAP Commerce, Data Hub
490
11.11.2 SAP Cloud Platform Integration and Integration Objects
492
11.12 Summary
493
12 Cloud Portal
495
12.1 Getting Started
496
12.1.1 Portal Access
497
12.1.2 Code Repository Setup
497
12.1.3 Building Manifests
499
12.2 SAP Commerce Cloud Operations
499
12.2.1 Deployment
500
12.2.2 Configuration
503
12.2.3 User Management
509
12.3 Infrastructure Services
510
12.3.1 Scalability
511
12.3.2 Monitoring
511
12.3.3 Maintenance
512
12.3.4 Database Services
512
12.4 Security
514
12.5 Support
516
12.5.1 User Creation
516
12.5.2 How to Create an Incident
517
12.6 Summary
517
The Authors
519
Index
521