SAP Service Cloud (C4C) and SAP Service Cloud Version 2

Create a technical user

SAP Service Cloud (C4C)

First define a communication system if you haven't done that previously. For instructions, see the Service configuration document.

Define a communication arrangement:

1. In SAP Service Cloud (C4C), go to Administrator > General Settings > Communication Arrangements.

2. To create a new arrangement, click New.

3. In the Communication Scenario field, select OData Services for Business Objects and click Next.

4. In the Communication System field, select the communication system you created or had defined previously.

   

5. In the Authentication Method field, select User ID and Password (basic authentication).

   

6. In the User ID field, enter an ID for the user.

7. To set up a password for this integration user, click Edit Credentials and enter a password.

   Do not use:

   • letters that aren't part of the Latin alphabet (for example, Scandinavian letters and umlauts)

   • the following special characters: ¤,£,€,½,§

8. In the Services Used field, select these OData services:

   • activity
   • chatactivity
   • call_list
   • socialmediaactivity

9. To complete the arrangement, click Next and then Finish.

The technical user's credentials (user ID and password) are now ready for use in your event-driven integration's JSON configuration.

SAP Service Cloud Version 2

For instructions, see SAP's documentation.

Enable business services that allow the technical user to save chat notes in the customer's Timeline and verify that this works.

Add a secret in System Configurator for the technical user

1. In System Configurator, go to System Management > Secrets manager.

2. Click Add New and enter the details for your technical user:

   1. Description: Describe what this secret is used for.

   2. Name: We recommend using the same name (sap-v1-secret or sap-v2-secret) as in this example so you'll be able to use the example JSON below without editing this part. If you define a different name for the secret, you'll just need to change the name in your JSON configuration.

   3. Secret: Enter the password of your C4C or SAP Service Cloud Version 2 technical user.

      SAP Service Cloud (C4C) secret

      

      SAP Service Cloud Version 2 secret

      

Edit the JSON in your event-driven configuration

You'll need to have an event-driven configuration in System Configurator. See Configure post-chat AI analysis.

Here's an example of what the JSON for configuration field should contain:

{
  "request": {
    "method": "POST",
    "authentication": {
      "type": "oauth",
      "secrets_ref": "orchestration-layer"
    },
    "headers": {
      "x-cmi-api-key": "{secrets.ri-apikey}",
      "x-cmi-password": "{secrets.cmi-user}",
      "x-sap-v1-password": "{secrets.sap-v1-secret}",
      "x-sap-v2-password": "{secrets.sap-v2-secret}"
    },
    "body": {
      "cmi_url": "string",
      "cmi_user": "cmi.user",
      "contact_id": "F944DDB71213499C8F69C054FC4D7C90",
      "contact_group_id": "F944DDB7121349977F69C054FC4D7C90",
      "customAiInstructions": "Use concise summary and focus on unresolved customer issues.",
    "sap_v1": {
      "url": "https://my2554607.de1.crm.cloud.sap",
      "user": "v1user"
    },
    "sap_v2": {
      "url": "https://my2554607.de1.crm.cloud.sap",
      "user": "v2user"
    }
  }
}

The example code includes configurations for both SAP Service Cloud (C4C) (v1) and SAP Service Cloud Version 2 (v2). Only keep the one you need and remove the other one. Edit the following parameters:

• In the header x-sap-v1-password or x-sap-v2-password: Replace sap-v1-secret or sap-v2-secret with the name of the secret added for accessing your SAP Service Cloud (C4C) or SAP Service Cloud Version 2 environment.

• In the body, edit the parameters in the sap_v1 or sap_v2 object:

  • url: Replace https://my2554607.de1.crm.cloud.sap with the URL of your SAP Service Cloud (C4C) or SAP Service Cloud Version 2 environment.

  • user: Replace v1user or v2user with the user ID of the technical user you defined in your SAP Service Cloud (C4C)'s or SAP Service Cloud Version 2's communication arrangements.

Now your configuration is ready for testing.