SAP Hybris

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About the Tutorial

SAP Hybris was introduced in year 1997 in Switzerland. This company was acquired by
SAP S.E on 1 August 2013. The main role of SAP Hybris is to provide solutions that benefits
any organization in cutting costs, saving time and reducing complexity, which further helps
in having lesser focus to achieve excellent customer experience.

This is a preparatory tutorial, which covers the basics of SAP Hybris and explains how to
deal with its various components and sub-components.

Audience
This tutorial is prepared for those professionals, who wish to learn the essentials as well
as the enhancements of SAP Hybris. It provides simple, easy to understand explanations
with useful working examples. We will go through most of the SAP Hybris modules, so the
professionals can also use this as a reference for their projects.

This tutorial is intended to make the professionals comfortable in getting started with SAP
Hybris and its diverse functions.

Prerequisites
This is a simple tutorial and the concepts explained here can be easily understood. The
professionals should have a good understanding of customer management skills, sales,
marketing and services.

Additionally, it will be beneficial if the readers have some basic information of cloud, mobile
and big data innovations. This will help the working professionals to learn the future of
commerce through the SAP Hybris commerce-based platform.

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Table of Contents
About the Tutorial .................................................................................................................................... i

Audience .................................................................................................................................................. i

Prerequisites ............................................................................................................................................ i

Copyright & Disclaimer............................................................................................................................. i

Table of Contents .................................................................................................................................... ii

1. SAP HYBRIS – INTRODUCTION ............................................................................................. 1

2. SAP HYBRIS – PRODUCT FAMILY .......................................................................................... 5

SAP Hybris Products for Commerce ......................................................................................................... 6

SAP Hybris Revenue/Billing ..................................................................................................................... 7

SAP Hybris Cloud for Customer for Sales ................................................................................................. 8

SAP Hybris Cloud for Customer for Service .............................................................................................. 8

SAP Hybris Marketing.............................................................................................................................. 9

3. SAP HYBRIS VS. SAP C4C .................................................................................................... 11

4. SAP HYBRIS – TOOLS PROVIDED BY HYBRIS ....................................................................... 13

5. SAP HYBRIS – ACCELERATORS CONCEPT ............................................................................ 19

SAP Hybris Commerce Accelerator ........................................................................................................ 19

6. SAP HYBRIS – CONTENT MANAGEMENT OVERVIEW.......................................................... 22

7. SAP HYBRIS – MODELLING ................................................................................................. 24

8. SAP HYBRIS – BUNDLING ................................................................................................... 27

9. SAP HYBRIS – WORKFLOW & BUSINESS PROCESS ENGINE................................................. 29

10. SAP HYBRIS – CATALOG MANAGEMENT ............................................................................ 33

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11. SAP HYBRIS – MEDIA MANAGEMENT ................................................................................ 35

12. SAP HYBRIS – WEB CONTENT MANAGEMENT ................................................................... 39

WCMS Cockpit ....................................................................................................................................... 40

13. SAP HYBRIS – COMMERCE MANAGEMENT OVERVIEW...................................................... 43

14. SAP HYBRIS – SEARCH OPTION .......................................................................................... 45

15. SAP HYBRIS – PERSONALIZATION....................................................................................... 47

16. SAP HYBRIS – PAYMENT OPTIONS ..................................................................................... 49

17. SAP HYBRIS – PROMOTIONS .............................................................................................. 51

18. SAP HYBRIS – SUBSCRIPTIONS ........................................................................................... 53

19. SAP HYBRIS – ORDER MANAGEMENT OVERVIEW .............................................................. 55

Order Management Module ................................................................................................................. 55

Order Management Service .................................................................................................................. 57

20. SAP HYBRIS – CUSTOMER SERVICE MODULE ..................................................................... 58

CSM – Key Features ............................................................................................................................... 59

21. SAP HYBRIS – ASSISTED SERVICES MODULE....................................................................... 61

22. SAP HYBRIS – MARKETING ................................................................................................. 63

23. SAP HYBRIS – BILLING ........................................................................................................ 68

24. SAP HYBRIS – CLOUD FOR CUSTOMER............................................................................... 70

25. SAP HYBRIS – PRODUCT FOR SALES ................................................................................... 72

Create a Sales Quote ............................................................................................................................. 72

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26. SAP HYBRIS – PRODUCT FOR SERVICE............................................................................... 76

Create a Service Level............................................................................................................................ 76

27. SAP HYBRIS – INTEGRATION WITH ON-PREMISE SAP SOLUTION ....................................... 80

Creating Communication System in SAP Hybris Cloud for Customer ..................................................... 80

28. SAP HYBRIS – C4C PROJECT IMPLEMENTATION ................................................................. 85

Project Implementation in SAP C4C ....................................................................................................... 85

29. SAP HYBRIS – CLOUD APPLICATIONS STUDIO .................................................................... 87

30. SAP HYBRIS – SECURITY AND USER MANAGEMENT ........................................................... 89

Create an Employee .............................................................................................................................. 89

31. SAP HYBRIS – INTERVIEW QUESTIONS ............................................................................... 91

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1. SAP Hybris – Introduction

SAP Hybris is a family of product from a German company Hybris, which sells
e-Commerce, Marketing, Sales, Service and Product Content Management Software. SAP
Hybris provides solutions that helps any organization to cut cost, save time, reduce
complexity and require lesser focus to achieve excellent customer experience.

Hybris was introduced in 1997 in Zug, Switzerland and later this company was acquired
by SAP S.E on 1 August 2013. SAP has integrated its own premise backend system – SAP
CRM and SAP ERP with the Hybris solution, so any company that has SAP ERP or SAP
CRM implemented can easily move to the SAP Hybris solution. The SAP Hybris
Commerce Accelerator is an Omni channel e-commerce solution with storefront
templates and tools to provide an amazing customer engagement experience. Hybris
Product focuses on the following main areas:

 Commerce

 Marketing

 Revenue (Billing)

 Sales

 Service

 Hybris as a Service (YaaS)

Let us now discuss each of these in detail.

Commerce
This is used to provide a meaningful and consistent experience to every channel. It
includes products for B2C Commerce, B2B Commerce, Product Content and Catalog
Management, Omni-Channel fulfillment, and Merchandising to understand what customer
wants and to turn visitors into buyers.

Marketing
This is to understand the customer behavior in real-time and to provide them what they
want and when they want.

Revenue (Billing)
This solution provides a company with the capability to work in complex partner
ecosystems, reselling products and sharing the revenue. It includes products for
Subscription Order Management, Revenue in Cloud, Responsive Quality Control, Customer
Financial Management, Consolidated Billing, Invoicing and many more.

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Sales
SAP Hybris cloud for Sales takes customer information from the backend system provides
it to the front-end Sales team and enables them to understand target customers, and how
to grab each opportunity of a new sale. This provides information to the sales executive
out in the field and on the mobile device in the hands of the sales executive. It includes
product for Retail Execution, Sales Performance Management and Sales Force Automation.

Service
SAP Hybris for Service allows a company to provide an exceptional service experience to
its customer and hence delightful customer engagement experience. Using Hybris Service,
organizations can give its customer the right service on the right channel. It includes
product for Omni Channel Call Center, Proactive Field Service and Comprehensive Self
Service.

Hybris as a Service (YaaS)

This is one of the most advanced micro services ecosystem, which allows a company to
develop custom applications with the existing platform. YaaS allows companies to
reassemble and adapt the existing services to build a custom experience without the need
of developing them from scratch.

The URL for Hybris solution and its key features is given below.

http://www.hybris.com/en/

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You can navigate to the Products section to see what all key products are being offered by
SAP Hybris. You can also scroll down to different sub-categories under each category.

Following are the Industries where SAP Hybris is implemented. It is implemented in

Automotive, Banking and Finance, Consumer Products, Healthcare, Insurance and
Manufacturing, Retail, Public Sector and many other industries.

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You can navigate to the “Customers” section to see the client list for SAP Hybris.

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2. SAP Hybris – Product Family

Hybris is an ecommerce product platform that is used to address a family of products

involving Customer Experience and Management. Hybris is not a single product like
SAP ERP or SAP BW system, rather it is a group of products to provide end to end customer
engagement experience.

SAP Hybris is also different from SAP Hybris Cloud for Customer, which is a cloud based
CRM application that has been recently renamed by SAP as SAP Hybris C4C solution.
Hybris offers product for Commerce, Billing or Revenue, Sales, Service and Marketing and
SAP Hybris Marketing is completely different from the Hybris Commerce.

The SAP Hybris Product family contains the following distinct products named as:

 Hybris Commerce

 Hybris Revenue or Billing

 Hybris Cloud for Customer for Sales

 Hybris Cloud for Customer for Service

 Hybris Marketing

The Hybris product family can be integrated with other backend solutions from SAP like
SAP ERP and SAP CRM to achieve end-to-end customer engagement experience. Here, we
have mentioned five products. However, in reality there are only four products as product
for Sales and Product for Service are a part of SAP Hybris Cloud for Customer solution.

The following image shows the SAP Hybris Product Family:

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SAP Hybris Products for Commerce

With SAP Hybris Commerce Cloud, companies can meet those expectations and deliver
great experiences that gain their loyalty. SAP Hybris Commerce Cloud can help
companies to understand their customers at every point of the commerce experience, so
they can drive relevant, meaningful interactions, from content creation to merchandising
to fulfillment.

Hybris products for E-Commerce includes B2B and B2C commerce applications like
Product Content Management (PCM), Search and Merchandising and Order
Management. Hybris commerce provides all the features that an organization can expect
from an E-Commerce application.

The Hybris product site covers the following capabilities of SAP Hybris Product for
e-Commerce:

http://www.hybris.com/en/products/commerce

 B2C Commerce

 B2B Commerce

 Product Content and Catalog Management

 Omni-Channel Fulfillment

 Creating Contextual Experiences

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SAP Hybris Revenue/Billing

This solution provides Revenue management, highly automated billing and invoicing
solution. Using SAP Hybris Revenue Cloud, you can deliver Price and Quote, Order
Management and Subscription Billing experiences directly from the cloud.

It provides more flexibility to work in a complex partner ecosystem. Following is the

product link from the Hybris site – http://www.hybris.com/en/products/billing.

The following capabilities are covered in SAP Hybris Cloud for Revenue:

 Revenue in cloud

 Subscription Order Management

 Responsive Quality Control

 Agile Charging

 Invoicing

 Versatile Document Management

 Customer Financial Management

 Consolidated Billing

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SAP Hybris Cloud for Customer for Sales

This solution is used to fetch data from the on premise backend-system and provide it to
the front-end sales team. The Sales team can access data on a mobile device and this
provides information they need to know, who the target customers are, any issues in sales
process and how to covert each opportunity to a sale.

The following capabilities are covered in the SAP C4C Sales solution:

 Sales Force Automation

 Sales Performance Management

 Retail Execution

http://www.hybris.com/en/products/sales

SAP Hybris Cloud for Customer for Service

This solution helps an organization to deliver an excellence customer service experience
to its customers. Following capabilities are available in SAP C4C for Service solution:

 Comprehensive Self-Service

 Omni-Channel Call Center

 Proactive Field Service

The link to the Hybris product site is as follows –

http://www.hybris.com/en/products/service

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SAP Hybris Marketing

SAP Hybris Marketing solutions help the organization to understand its customer choices
in real time and help them to maintain customer profiles from the data gathered from
different sources. Old time CRM Marketing was not providing data in real time, however
SAP Hybris Marketing is providing the most cutting edge solutions to marketers for
providing personalized marketing experience as per their changing needs.

The following capabilities are available in SAP C4C Marketing solution:

 Dynamic Customer Profiling

 Segmentation and Campaign Management

 Commerce Marketing

 Loyalty Management

 Marketing Resource Management

 Marketing Analysis

 Marketing Lead Management

 Customer Attribution

 Architecture and Technology

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The Hybris product site link is as follows – http://www.hybris.com/en/products/marketing

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3. SAP Hybris Vs. SAP C4C

SAP C4C (Cloud for Customer) is a SAP Cloud based CRM based management solution and
is different from the traditional SAP CRM on premise setup. SAP C4C provides the best
CRM based Sales, Service and Marketing practices including options to access its mobile
devices. In April 2016, SAP renamed their Cloud for Customer solution as SAP Hybris Cloud
for Customer.

SAP Hybris is different from SAP Hybris Cloud for Customer in sense that it offers product
for Commerce, Billing or Revenue, Sales, Service and Marketing and SAP Hybris Marketing
is completely different from Hybris Commerce.

The SAP Hybris Product family contains the following distinct products, which are:

 Hybris Commerce

 Hybris Revenue or Billing

 Hybris Cloud for Customer for Sales

 Hybris Cloud for Customer for Service

 Hybris Marketing
In the above family of products under the Hybris umbrella, SAP Hybris Cloud for Customer for
Sales and for Services are provided using SAP Cloud for Customer product. This provides close
integration with traditional backend systems like SAP CRM and SAP ERP system.

SAP Hybris portfolio also includes Commerce, Billing and Marketing part apart from cloud
for Sales and Service.

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Note: You can integrate Cloud for Customer C4C solution to Hybris commerce platform,
and both offers consistent end-to-end customer experience solution. SAP has maintained
Hybris Commerce platform and Cloud for Customer as two different products, built
separately to serve two different audiences.
When an organization buys Hybris commerce, it does not provide the license for C4C solution
or buying C4C does not provide the organization with the license of Hybris commerce. License
has to be purchased separately for both products from the Hybris family.

SAP C4C is based on the following individual products −

 SAP Cloud for Sales

 SAP Cloud for Marketing

 SAP Cloud for Social Engagement

Following is the HTML user interface for SAP Cloud for Customer C4C product:

It is also available in Microsoft Silverlight mode as shown in following screenshot.

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4. SAP Hybris – Tools Provided by Hybris

SAP Hybris provides product for e-Commerce, Marketing, Sales and Service, Revenue and
cross-functional solutions and they are designed to help organizations to create valuable
interactions with their customers and support for different industry types.

Hybris includes product portfolio for the following capabilities:

 Products for Commerce

 Products for Marketing

 Products for Sales

 Products for Service

 Products for Billing

 Cross-Functional Solution

The link of Hybris site to view the complete product portfolio under Hybris umbrella is –
http://www.hybris.com/en/products/digital-portfolio

Products for Commerce

The products for commerce available under SAP Hybris Commerce are explained in the
screenshot below.

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SAP Hybris Commerce Cloud can help a company to understand their customers at every
point of the commerce experience, so they can drive relevant, meaningful interactions,
from content creation to merchandising to fulfillment.

Products for Marketing

SAP Hybris Marketing is providing the most innovative solutions to marketers for providing
personalized marketing experience as per their changing needs. The following product
portfolio is available under SAP Hybris Products for Marketing.

Products for Sales

Hybris for Sales solution provides sales team to access data on mobile device and this
provides information they need to know who the target customers are, any issues in sales
process and how to covert each opportunity to a sale.

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Products for Service

This solution helps an organization to deliver an excellent customer service experience to
its customers. Hybris Products for Service offers a consistent experience across all
channels, access complete and contextual customer information, and gain real-time insight
into call center performance and field service management. Following products are
available under this portfolio-

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Products for Billing

Using SAP Hybris Revenue Cloud, you can deliver Price and Quote, Order Management and
Subscription Billing experiences directly from the cloud. Following products are available
under this category-

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Cross-Functional Services
Apart from products mentioned, SAP also provides wide range of cross-functional solutions
to manage customer interactions, wide range of tools to manage incentive plans and sales
commission and to securely sign and manage documents online.

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