FAQs Lead Management SAP Hybris Cloud for Customer PUBLIC

FAQs Lead Management SAP Hybris Cloud for Customer PUBLIC

TABLE OF CONTENTS FAQS LEAD MANAGEMENT... 3 1. You are trying to migrate leads converted, accepted and declined, the error message appears service call failed, report an incident... 3 2. Convert to Account and Contact vs associate to Account and contact In case you convert a lead to an account or contact, the lead will change the status to converted, that means no further actions can be done within this lead. If the business requirement is to maintain the status of the lead open, an approach would be to associate, then the system would keep the leads open for any change. You can define inside Business configuration in the activity Leads, how many opportunities can be converted into the same.... 3 3. While converting a Lead to an Account, you noticed that the owner is blank Lead create customer from using 'Associate Customer and Contact'. SAP Hybris Cloud for Customer will not take the owner from a Lead to an Account. The reason behind is that we do not presume the lead owner will be the same as the account owner.... 3 4. You noticed that the field owner is grayed out while creating a lead The field is normally grayed out once you set the flag Forbid manual changes is selected in the business configuration. Please check in the following steps:... 4 5. While working with leads, you receive the error message /BYD_COD/SalesOnDemand/Marketing/Prospect/COD_Mkt_Prospect_SADL.OWL.uicomponent is not in scope... 4 6. You are facing an issue that the Leads distribution rules is assigning a different rule than you are expecting... 4 7. You are trying to delete a custom status; however, you still have data consuming it The system will not allow you to delete a custom status from the business configuration while you have data being consumed, this is because you have subsequent documents that consumes the same data. Depending on the status of each data, you can remove them directly from the UI using the cogwheel and then business configuration will allow you to remove a custom status.... 4 8. If you are replicating Leads from ERP to C4C, the requirement is to exclude one involved party from C4C... 5 9. You notice that your tasks have not been added from an Activity Plan... 5 10. The notes field is missing while working in offline line mode... 5 www.sap.com/contactsap 2017 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they should not be relied upon in making purchasing decisions. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies. See http://www.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.

FAQS LEAD MANAGEMENT 1. You are trying to migrate leads converted, accepted and declined, the error message appears service call failed, report an incident There are two possible reasons for the error to come up: A. You are not able to create migrate converted, accepted and declined leads. The system will display the message service call failed, report an incident. B. When you try to create a new lead via migration tool (same as in lead UI Quick Create), you should not enter a status value which is not supported for the initial creation. 2. Convert to Account and Contact vs associate to Account and contact In case you convert a lead to an account or contact, the lead will change the status to converted, that means no further actions can be done within this lead. If the business requirement is to maintain the status of the lead open, an approach would be to associate, then the system would keep the leads open for any change. You can define inside Business configuration in the activity Leads, how many opportunities can be converted into the same. 3. While converting a Lead to an Account, you noticed that the owner is blank Lead create customer from using 'Associate Customer and Contact'. SAP Hybris Cloud for Customer will not take the owner from a Lead to an Account. The reason behind is that we do not presume the lead owner will be the same as the account owner. A workaround can be done via workflow rule, the same is step by step below: Administration > Workflow Rules. BO: Leads. Timing: You can leave this blank. Conditions: On Every Save. Actions: Rule Type should be Action. Action: Assign Me as Owner for BO Accounts. 3

4. You noticed that the field owner is grayed out while creating a lead The field is normally grayed out once you set the flag Forbid manual changes is selected in the business configuration. Please check in the following steps: Go to the Business configuration. Open activity leads. Search for Leads. Involved parties. Open it. Check if the forbid flag is marked. 5. While working with leads, you receive the error message /BYD_COD/SalesOnDemand/Marketing/Prospect/COD_Mkt_Prospect_SADL.OWL.uicomponent is not in scope The error message appears in case the you haven t scoped the leads in the system, this should be scoped for the error message to disappear. The steps can be checked below Go to the Business Configuration work center. Go to the Implementation Projects view. Select the project and choose Edit Project Scope. Expand Sales under Scoping. Select/Scope Lead Management -> Finish the scoping. 6. You are facing an issue that the Leads distribution rules is assigning a different rule than you are expecting Please note that the system reads the rules from top to bottom, so in case the rules matches on rule 1, it will not go to the rule 2 for example. Make your rules clear as much as possible, so the system will understand and define per your business. 7. You are trying to delete a custom status; however, you still have data consuming it The system will not allow you to delete a custom status from the business configuration while you have data being consumed, this is because you have subsequent documents that consumes the same data. Depending on the status of each data, you can remove them directly from the UI using the cogwheel and then business configuration will allow you to remove a custom status. 4

8. If you are replicating Leads from ERP to C4C, the requirement is to exclude one involved party from C4C SAP Hybris Cloud for Customer allows you to define which involved party you do want to exclude from an inbound integration scenario, the configuration can be found in the following steps: Go to Business configuration Implementation projects Open activity list Search for Leads Click on Involved parties Check the inbound integration Colum 9. You notice that your tasks have not been added from an Activity Plan There is a job that runs in the system of every 8 minutes, in case you have created newly tasks and you don t want to wait, inside the lead there is an option refresh from activity plan, this will make the system to assign those tasks. 10. The notes field is missing while working in offline line mode This is the current system behavior of SAP Hybris Cloud for Customer; the synchronization will not bring the notes fields to offline as it is not enabled. This field can be change only when working in Online. 5