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