WCEM 30 Feature List

7/21/2019 WCEM 30 Feature List

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SAP Web Channel Experience Management 3.0 - Feature List

Functionality CRM ERP Feature Description

E - COMMERCE

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This is the feature li st for the SAP Web Channel Experience Management solution - Release 3.0.

Please refer to the separate feature li st for "SAP CRM Web Channel Enablement" in case you are looking for the features of our existing

solution which is shipped with SAP CRM or SAP ERP respectively.

Please note that this list is for high level informational

purposes only and does not replace the official

product documentation.

Order Management

Java Shopping Cart x xWhen using the Java Shopping Cart, the shopping cart is stored in memory and the backend order is only cr eated when users go to checkout.

This feature is ideal for high transactional volume and directed towards a B2C type scenario.

Backend Shopping Cart x xWhen using the Backend Shopping Cart, the shopping cart immediately creates a backend order object. This feature is directed towards a B2B

type scenario.

Standard UI x xThe standard shopping cart UI is tailored for occasional users with less features and limited range of fields. The standard UI is recommended for

B2C type web shops.

Extended UI x x The extended shopping cart UI is t ailored for power and business type users providing more complex features and full range of fields.

Quick Order Entry by Product Number x x Quick Order Entry by product number in both the Java and Backend shopping carts is fully supported.

Quick Order Entry with Customer Material Number x - Quick Order Entry using the customer material ID number in the Shopping Cart is supported using the Backend Shopping Cart.

Shopping Templates x xWeb shop customers can save lists of frequently ordered products in shopping templates. The templates can be later accessed for transferring

products directly to the shopping cart.

Quotations x xWeb shop customers can request quotations from the shopping cart, for example to ask for a discount on a product, and create orders from the

quotations received back from the vendor.

Item Upload x x Web shop customers can upload items directly int o the shopping cart in the form of a comma-separated value (CSV) file.

Order Download x xWeb shop customers can download a single order, save the downloaded file in XML format and upload the XML file into their customer system.

The downloaded XML file contains header information and item inf ormation of the order.

Product Determination x -Product determination is supported with the Backend Shopping Cart. The first "Alternative Id" maintained in the SAP CRM backend system will be

used.

Order Price Break-Down x xWeb shop customers have the ability to display pricing on the sales order by individual items as well as in an overall order summary including total

price, shipping, tax, etc…

Strike-Through Pricing x - This feature provides the ability to display list (st rike-through) prices against special promotional pricing (i.e. campaign price)

Free Goods x n/a

Support of Free Goods includes:

- Inclusive Free Goods without Item Generation

- Exclusive Free Goods

- One rule per product

Free Text on Order Header x x This feature provides the ability for web shop customers to enter free text (i.e. special message) for the overall sales order.

Free Text on Order Item x x This feature provides the ability for web shop customers to enter free text (i.e. special message) for each individual item.

Availability Information x n/a

The availability information shown in the CRM shopping cart will display the same information as shown in the product catalog. It is a Rough

Stock Indicator, which is periodically calculated in the backend taking stock level and defined thresholds into account. Actual Availability Check is

executed during the checkout process.

Availability Check x x Availability check is done using standard backend ATP check functionality and is executed only during the checkout process.

ATP check is executed according to the relevant back-end configuration.

Auto-Save and Restore of Shopping Cart x x Auto-Save and Restore of the Java Shopping Cart is supported. This includes broken connections via Cookie. It is also a comfort feature for users

whereby when closing the browser, the shopping cart will be saved automatically and will get loaded in the next user session.

Dynamic Field Control x x This feature provides the ability to turn on and off fields within the W eb Shop UI using the Web Channel Builder tool.

Transaction Search for Sales Orders x x This feature provides the ability to conduct a search for sales orders.

Status Display for Sales Orders x xThis feature provides the ability for web shop customers to check on and display the status of a sales order. This can include the overall status,

billing status and shipping status.

Search for and Display User Status for Sales Orders - x This feature provides the ability for web shop customers to check on and display the "user status" value of a sales order.

Delivery Type x x

The delivery type can be selected in the shopping cart and/or during the checkout process. The drop-down list box for delivery type in the shopping

cart is available as long as the user is anonymous. The selection made is used for the shipping cost simulation. Once the customer logs into the

system, the delivery type is displayed in the shopping cart but can be changed during the checkout process.

Order Confirmation via e-Mail x x Automatic e-Mail confirmations are supported using functionality configured in the SAP Backend system.

Credit Limit Check x x This feature leverages existing functionality configured in the SAP Backend system.

Tax Jurisdiction Code x x This feature requires integration with a 3rd party tax soft ware solution such as Taxware or Vertex for US only.

Direct Entry of Unit of Measure x x Web shop customer can directly enter the unit of measure for a part icular product when using the Extended UI.

Promotional Code x n/a Web shop customer can directly enter a cam paign code, coupon code or voucher in the shopping cart.

Shopping Cart Preview x x

The "Mini Shopping Cart" provides a snap shot of the contents in the shopping cart. The mini shopping cart fades in and out as you hover over the

shopping cart icon or when a product is added to the cart. The total number of items in the cart is displayed on the icon itself and the item total is

updated as items are added to and/or removed from the shopping cart.

Product Recommendations x n/aProduct recommendations are displayed to Web shop customers as either Top N lists (i.e. Best Sellers) and product proposals (cross/up/down-

selling). Product recommendations are used to proactively recommend the most relevant products to the known web shop customer.

Global Cross-Selling x x Product recommendations in the form of global cross-selling is supported.

Shipping Cost Preview x x This feature provides the ability to view the estimated shipping costs for the sales order within the Java Shopping Cart.

Price Analysis x xWhen using the Extended UI, the ability to show a detailed price analysis as to how the price of a product was determined can be displayed. This

functionality leverages and displays the pricing conditions found for the selected product in the SAP backend system.

Gift Cards x n/aWeb shop customers can purchase gift cards on-line via the web application. After a gift card is purchased, the web shop customer receives an e-

mail confirmation with a gift card code that can then be redeemed in the web shop.

Wish List x xWeb shop customers can create a personal wish list of selected products and services desired. The wish list can be accessed when the web shop

customer is logged on and can be used to create future orders.

In-Store Pickup x n/aOn the product details page, a web shop customer has the ability to search for stores that have the item in stock. In place of having the item

delivered, the web shop customer can choose to order the item on-line and then pick up the it em in the store.

In-store Delivery x n/aWeb shop customers can order products in the web shop and opt to have the order delivered to a specified store. Web shop customers will have

visibility into the delivery status so they know when the products are expected to be delivered.

Store Availability Check x n/aOn the product details page, a web shop customer has the ability to search for retail stores that have the item in stock. The web shop customer

can then contact a selected store to have the item potentially reserved – but without any further support by t he system.

Checkout

Streamlined Checkout Process x x The checkout process is a guided (step-by-step) navigational flow that can be customized on a project basis.

Checkout Profile x xThe checkout profile is used to default values into the checkout process to reduce the amount of information a web shop customer has t o enter. A

single web shop customer can have one or more checkout profiles.

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Checkout with One Click x x Use of checkout profiles allows known users the ability to perform a checkout with one click.

Single Page Checkout x x The entire step-by-step checkout process is displayed and processed on a single page.

Payment Method Invoice x x Sales orders can be paid for via Invoice.

Payment Method Credit Card x x Sales orders can be paid for using one or more credit cards.

Payment Method Gift Card x - Sales orders can be paid for or partially paid f or using one or more gift cards.

Payment Method Cash on Delivery x - Sales orders can be paid for via Cash on Delivery (CoD).

Payment Method with Payment Service Provider via

Interface x x A generic BADI interface is provided out-of-the-box for integration with any 3rd party payment service providers such as PayPal ® .

Credit Cards x xWeb shop customers can maintain one or more credit cards within their account settings which can be used in a checkout profile. Credit card

payment with interface to clearing houses and third-party credit check solutions such as Paymetric and CyberCash, is supported.

Different Delivery Address at Header Level x xIf using SAP ERP backend system, the sole master record address or document address is supported. The web shop customer can change the

delivery address by entering another address for that specific sales order transaction. In contrast to SAP CRM backend system, multiple master

data addresses are supported and can be selected during the creation of the sales order.

Delivery Type x x Delivery type can be selected during the checkout process or can be defaulted in via a checkout profile.

Promotional Code x n/a Within the checkout process, a web shop customer can directly enter a campaign code, coupon code or voucher and apply it to t he sales order.

Order Summary x xBefore a sales order transaction is completed, all line items f rom the sales order are displayed with a summary of charges for review by the web

shop customer.

Availability Indicator x - Indicator to let user know the availability of the line items compared with the requested delivery date entered in the shopping cart.

Bill-To Address x x A web shop customer can maintain the bill-to address at the header level of the sales order.

Checkout as Guest User x x Web shop customers can complete a check-out process for the creation of an order without registering or logging on t o the web application.

Pricing and Configuration

Pricing Read using IPC x x All dynamic pricing for the web channel application requires IPC.

Pricing Read without using IPC n/a x

When using SAP CRM as the backend system, the IPC is optionally used for t he product catalog but is always used for dynamic price calculations

within the shopping cart and checkout. Pricing without using IPC is possible when using the SAP ERP backend system if the pricing method forthe product catalog is set to list pricing. Pricing for backend shopping cart and checkout will leverage the SD ABAP based pricing which does not

use IPC.

Configurable Products x x

Web shop customers can configure and order configurable products. SAP Web Channel Experience Management supports single-level

configuration as well as multilevel configuration. Multilevel configuration refers to configurable products with sub items that in turn can also be

configurable, and that can contain further (configurable) sub it ems.

Web shop customers can also compare their configuration with existing product variants. Configured products are not replaced automatically with

product variants; instead, Web shop customers are free to abandon their own configuration and add one of the product variants to the cart. This

allows them to benefit from shorter delivery times and more favorable prices that usually come with product variants.

E - MARKETING

Marketing and Personalization

Display of Customer-Specific Prices x x Calculation of customer specific prices requires IPC as the pricing engine for the dynamic calculation.

Accessories x n/a Accessories are fixed product assignments defined in the product master of the respective backend system. This is not personalized content.

Cross-Selling x xWhen using an SAP ERP backend system, related product(s) relationships are configured in the back-end system. There is no automatic

marketing functionality available when using SAP ERP. Related products can be personalized when using an SAP CRM backend system.

Up-Selling x n/a

When using an SAP ERP backend system, alternative product(s) relationships are configured in the back-end system. There is no automatic

marketing functionality available, including up-selling functionality, when using SAP ERP. Alternative products can be personalized when using an

SAP CRM backend system.

Global Product Recommendations x n/a Global Product Recommendations are displayed to all web shop customers as Top N Lists or Best Sellers. Static or dynamic lists are supported.

Personalized Product Recommendations x n/aPersonalized product recommendations are displayed to Web shop customers t o proactively recommend the most relevant products to the known

user.

Advanced Product Recommendations x n/a

Advanced product recommendations are displayed to web shop customers to proactively recommend products and/or services that are relevant to

the web shop customer. For example, customers that have purchased product A have also purchased product B. Advanced product

recommendations are obtained from analysis models created in SAP NetWeaver Business Warehouse (SAP NetWeaver BW) and transferred back

to SAP CRM.

e-Mail Campaigns x n/aWhen using SAP CRM Marketing, e-mail campaigns can be sent out to a designated target group(s) directing recipients to the web shop.

Promotional code can be embedded directly into the URL for automatic population into t he user session.

Promotional Code x n/a A web shop customer can directly enter a single campaign code, coupon code or voucher within the product catalog pages.

Automatic Campaign Determination in Product

Catalogx n/a

Automatic campaign determination can be enabled in a web application to automatically determine valid campaigns for the known web shop

customer.

Automatic (Multiple) Campaign Determination in

Product Catalogx n/a

Automatic campaign determination can be enabled in a web application to automatically determine multiple valid campaigns for the known web

shop customer.

Newsletter Subscription x n/aWeb shop customers can subscribe to Newsletters. Target groups will be created from this information which can be used for further types of

marketing activities.

My Profile x n/aWeb shop customers can enter information for personalized content. Target groups will be created from this information which can be used for

further types of marketing activities.

Free Goods x n/a

Support of Free Goods includes:

- Inclusive Free Goods without Item Generation

- Exclusive Free Goods

- One rule per product

Loyalty Management

Registration x n/aWeb shop customers can join the loyalty program either during the registration process or after they have created their user account. Campaign

codes can be entered to earn points during the membership creation as a promotional t ool.

Loyalty Membership Details x n/a

Web shop customers can view their loyalty membership details from within the My Account menu. Information on loyalty point balance, tier

information, and point expiry details can be found here. Transaction history information can also be viewed for details on earned and redeemed

points

Product Catalog x n/aLoyalty customers can browse the product catalog for products that offer bonus points in addition to those they would ordinarily earn from

purchasing the product.

Point Redemption x n/a

Loyalty customers can redeem points in the checkout process to obtain discounts on orders. After the desired number of points have been entered

for redemption, the order price is updated. Loyalty customers can also use a point-consuming voucher in t he checkout to redeem points and

obtain special discounts on orders

Earning Points x n/a After a loyalty customer completes an order transaction, the number of loyalty points earned from the purchase is shown on the order confirmation

page.

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Product Catalog

Product Catalog Management x x

Product catalog solution available for both SAP CRM and SAP ERP backend systems leverages SAP NetWeaver Master Data Management. The

product catalog contains product details, for example a description, im ages and pricing information that can be t ailored to meet a vendor's

individual needs.

Product Search and Display x xWeb shop customers can quickly and easily navigate and search through the product catalog t o display the products and services they are looking

for. The advanced search can also be leveraged to find products and services.

Product Views x xCustomer specific product views filters products that can be seen while browsing or searching for products. The system determines which

products customers can see by processing the rules contained in each product view assigned to the Web Channel application.

Availability Information Rough Stock Indicator / Soft

Availabilityx -

Availability information is displayed using the rough stock indicator setting. Rough stock indicator value can be extracted directly via SAP CRM to

the product catalog. Possible values include: A=Green (In Stock); B=Yellow (Limited Quantity); C=Red (Out of Stock); E= Error (No Information

Available)

Remaining Quantity Check x xWeb shop customers can perform a real-time availability check for the remaining quantity of a selected product. This features requires mandatory

integration with an SAP ERP backend to determine this information.

Product Presentation Mode List View x x Products within the product catalog will be displayed in a list f ormat, one product displayed per row, row aft er row.

Product Presentation Mode Block View x x Products within the product catalog will be displayed in a block form at with several products displayed per row.

Multiple Presentation Views x xThis feature provides the ability to support multiple presentation views in a single web application. The web shop customer will have the ability to

switch between the available presentation views (block or list) during a user session.

Display Number of Products x xTotal number of products found per catalog area is displayed to the user. This feature further enables the web shop customer to select the total

number of products displayed per page.

Product Comparison x xUp to four products can be com pared in a side-by-side view to identify differences or similarities, with product att ributes that are common t o all

products appearing first.

Sorting x -This feature enables the web shop customer to select the sorting order of the products displayed on the page. Sorting options include product ID,

name, product star rating/ranges and price/ranges.

Sorting - xThis feature enables the web shop customer to select the sorting order of the products displayed on the page. Sorting options include product ID,

name and price/ranges.

Pricing Methods x x

Three pricing methods will be available for selection for the product catalog pricing. Prices can be determined at runtime based on the conditions

records loaded in the product catalog (static list price), using the SAP Pricing Engine (IPC) (dynamic price) or based on a combination of both

pricing methods.

Navigation using Catalog Hierarchy (Area Mode) x x The product catalog is represented in a tree structure which depicts the hierarchical nature of the catalog in a graphical form.

Navigation using Product Filters (Category Mode) x x

The product catalog is represented in a tree structure which depicts the hierarchical nature of the product categories in a graphical form.

Customers can browse for products by choosing product categories contained in subcategories. Web shop customers can also filter products

within a category by choosing from a list of prioritized attributes (product characteristics) for that category area. The taxonomy filtering allows for

multiple selection options within a category.

Navigation using Combined Mode x x

In the combined mode, web shop customers will benefit from all of the combined features of t he area and category navigation modes. Web shop

customers can navigate the products in the W eb shop using the product catalog areas, product categories, and associated category attributes.

The taxonomy filtering allows for multiple selection options within a category.

Search Engine Optimization x x All product catalog pages are indexed for quick search and display of products. Search engines such as Google can be leveraged to find the

products and services a web shop customer is looking for and r e-direct them immediately to your web shop.

Product Ratings and Reviews x n/aWeb shop customers can read and post r atings and reviews for products. Logged-in users can access a historical listing of all reviews that t hey

posted.

"Type-Ahead" Quick Search x xWhen using the simple search feature, immediate "Type-Ahead" search functionality is used to proactively assist Web shop customers by

providing immediate relevant search results as the information is being typed into the search box.

Staging, Previewing, Versioning x x

Leveraging Web Channel Builder application, the online catalog staging (versions, preview, approval, release) is supported.

The Web Channel Builder (WCB) application (designed for the administration of the entire Web Shop) also provides the f unctionalities to perform

previewing, staging and versioning of the catalogs. Once a product catalog is online (i.e. the catalog m odule in WCB points to a catalog in the

repository), follow-up versions can be previewed, staged and released using a new configuration in W CB.

For example, if there is a need for a new version and configuration for a web shop application:

- If t he web shop will be pointing to another product catalog at a certain date, the new configuration will be created and the Shop Administrator will

be able to preview, stage and release the new configuration.

- If the web shop will be pointing to the sam e product catalog, then no versioning or staging is possible. That is because any change in the existing

product catalog will be displayed right immediately in the web shop.

TREX Product Catalog n/a xThe product catalog is represented in a tree structure which depicts the hierarchical nature of the SAP ERP product catalog supported by TREX,

the Search and Classification (TREX) server.

E - SERVICE

Frequently Asked Questions (FAQs) x -

Frequently Asked Questions (FAQs) functionality is provided only with 3rd party Knowledge Management (KM) integration. The preferred SAP KM

vendor is eGain. The SAP Web Channel Experience Management solution provides the interfaces for the integration. The available features are

fully dependent on the Knowledge Management vendor selected. Features supported by the eGain KM Solution include:

- Search for FAQs (FAQ's can be configured as a separate channel in the 3rd party application)

- Users can search for FAQs in t he KM Portal using text based search.

- Users can browse through the FAQ categories to locate a particular FAQ

- Top FAQ's (not related to particular product) can be displayed both in the Support Landing Page and the KM Home Page.

- Product Related FAQ's:

- Support Tab of the Product Detail Page can list FAQ's related to that Product

- FAQ's related to the featured Products can be displayed. Featured Products could be:

- Registered Products in case of signed in users who have registered products

- Products as per customer's choice - in case of guest users or users who do not have registered products.

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Solution Search - KM Portal x -

Solution Search functionality is provided only with 3rd party Knowledge Management (KM) integration. The preferred SAP KM vendor is eGain.

The SAP Web Channel Experience Management solution provides the interfaces for the integration. The available features are fully dependent on

the Knowledge Management vendor selected. Features supported by the eGain KM Solution include:

- Search Multiple Content Sources - Users can search for solutions to help them (improved self-service)

- Conceptual matching of questions and answers through NLP. NLP is a natural language search that matches concepts to answers.

- Managed answers, for common questions (specific directed answers to questions)

- KB content and other content types

- Search engine marketing - promotions - related information (e.g. Glossary of terms based upon the type of question).

- Dynamic Categorization of Search results

- Browse by Type of Content

- Sort by page views or recency

- Subscribe to types of content, categories of content (e.g. product), specific documents as you navigate

- Collective Ownership of Content by way of providing Feedback

- Users Provide Ratings and Comments

- Internal Users Recommend Changes to Content and see other user recommendations

- Internal Users Create or Edit Content in the Process of Resolving Issues

- Track Topics

- Users can Subscribe to articles, categories or channels they find interesting

- Users can add to RSS feeds.

- Users can save searches and view them later.

- Recent searches performed by users are also maintained for logged in users.

- Alerts

- Configurable home page - "Portlets" can be configured to map to different content channels - such as "Upgrades"

-e-Mail

- e-mail of an article (document) to another party

-Single Sign On: Removes the need to maintain users in two places, seamless login method to eGain

Solution Search - Integration with Service Transaction

Documents (like a trouble ticket)x n/a

Solution Search Integration with Service Transactional Documents functionality is provided only with 3rd party Knowledge Management (KM)

integration. The preferred SAP KM vendor is eGain. The SAP Web Channel Experience Management solution provides the interfaces for the

integration. The available features are fully dependent on the Knowledge Management vendor selected. Features supported by the eGain KM

Solution include:

Integration with Service Requests, Complaints and Returns

- Solution Alerts can proactively be searched for and displayed during the creation of a service transactional document. This feature helps users

resolve issues on their own without having to create the document and awaiting a service agent action.

Solution Search - Integration with "My Support"

landing pagex -

Solution Search functionality is provided only with 3rd party Knowledge Management (KM) integration. The preferred SAP KM vendor is eGain.

The SAP Web Channel Experience Management solution provides the interfaces for the integration. The available features are fully dependent on

the Knowledge Management vendor selected. Features supported by the eGain KM Solution include:- Appropriate support options can be displayed in the My Support landing page

- Support topics relevant to users categorized by product (FAQs, Searches, Discussions, Knowledgebase Documents)

- Registered Products (If user is logged in and has registered products) ** SAP CRM backend support only **

- Products customer wants to promote at that time (If user is not logged in or does not have registered products)

- Support topics deemed important by t he business

- Top FAQs

- Top Discussions

- Top Knowledgebase Docs

- Top Searches

- Personal Profile including My settings, My Profile, My Topics, My Subscriptions

Service Request x n/aWeb shop customers can create, maintain and track service requests on-line. Feature provides usage of work force deployment system for

scheduling the service request (appointment creation).

Information Request x n/a Web shop customers can create information r equests to obtain product information.

Product Registration x n/a Web shop customers can register products and have full visibility into their product portfolios, contracts and warranties via the web.

Complaints and Returns Management x n/a

Web shop customers can log complaints and initiate returns for credit or replacement using the complaints and returns process. RMA documents,

Timeframe check for returns; and BRF+ (Business Rule Framework plus) is a decision engine which has been integrated with SAP Web Channel

Experience Management complaints and returns. Given some conditions, the rule can apply automated credit memos (found in the billing due list),

returns, etc.. Update and confirmation e-mails are also supported using mail forms. Only the choice of different shipping addresses is available.

Customer can attach a list of files, predefined by the vendor in Web Channel Builder, to the service document.

Service Contract Management x n/a A web shop customer can view a list of their service contracts, extend a particular service contract and create service contract quotation.

Service Contract Determination x n/a

Service contract determination allows customers to associate a service contract to a service request or complaint. The system automatically

assigns the service contract if only one service contract is found. If more than one service contract is found, the web shop customer can select the

appropriate service contract from a list.

Installed Base Management x n/a

Web shop customers can access their account information to search for and display information related to their installation components. The

installed base can be searched by product, object or component. Activities such as a service request or complaint can be created directly from an

installation component.

Forums x -

Forums functionality is provided only with 3rd part y Knowledge Management (KM) integration. The preferred SAP KM vendor is eGain. The SAP

Web Channel Experience Management solution provides the interfaces for the integration. The available forum features are fully dependent on the

Knowledge Management vendor selected.

Order Status x xFunctionality provides the ability for Web shop customers to check on the status of an order. This can include the overall status, billing stat us and

shipping status.

Shipping Confirmation via e-Mail x x E-mail functionality is fully supported by leveraging the existing configuration and functionality set-up in the SAP back-end system.

Live Assistance (Chat) x x

Web shop customers can initiate a live chat session to instantly engage with an interaction center agent. Web shop customers who are already

logged on only need to enter a brief description of their issue before being connected with an agent. Guest users and customers who are not

logged on must provide additional personal details. Live support requires integration with a communication management software (CMS)

application and an interaction center application.

INDUSTRY SPECIFIC SOLUTIONS

Trade

Generic Article x n/a

This feature provides the ability for a web shop customer t o select and purchase products (variants of a generic article) based on product

characteristics such as color, size, and style. Web shop customers can browse generic articles in the product catalog (i.e. a Shirt), use graphical

pushbuttons or dropdown lists to select characteristic values (i.e. Small, Medium, or Large) on the product details page, add t he selected product

(generic article variant) to the shopping cart and cr eate the order.

The system supports up to 3 variant-creating characteristics. You can set one characteristic as the imaging-determining characteristic, for

example color. If the web shop customer selects the value "blue", the system automat ically changes the product image to display a blue shirt

because "color" was defined as the imaging-determining characteristic and images of the product in the different colors where stored on color level.

The system supports product images at the level of generic article and image-determining characteristic value and at the level of variant.

In addition those generic article characteristics could be used as filter attributes when using the category or the combined navigation mode (as

setup in the catalog module).

It is import ant to note that a system connection between SAP CRM and SAP Retail (SAP ERP) is required.

Product Proposals x n/aIn addition to the existing product proposal functionality, variants (but not generic articles) can be used as proposals for other product. Product

proposals can be assigned at the level of generic articles (shown in the product details) or at the level of variants (shown in the shopping cart).

Campaign Determination x n/aIn addition to the existing campaign determination functionality, a generic article can be further discounted and as long as multiple campaigns are

enabled. In this case, both the generic article discount and t he variant discount will be applied.

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Product Ratings and Reviews x n/a Web shop customers can share opinions about products they have purchased at the level of generic articles.

Shopping Cart x n/a Web shop customers can add products (variants) to the shopping cart, change the quantity and remove products f rom the shopping cart.

Free Goods x n/aBonus quantity products can be defined free of charge at the level of variants. Free goods information can be shown within the product catalog by

assigning free goods at t he level of generic articles.

Wish List x n/a Web shop customers can add products (variants) to wish lists.

Search x n/a Web shop customers can use simple search and type-ahead quick search capabilities to find generic articles using values of characteristics (forexample, red and small) and IDs of generic articles or variants.

Product Availability x n/a Web shop customers can view online stock information f or products (variants) in the web application.

In-Store Pickup x n/a Web shop customers can order products (variants) in the web application for pick up in retail store locations.

In-Store Delivery x n/aWeb shop customers can order products (variants) in the Web shop and opt to have the order delivered to their local retail store. Web shop

customers will have visibility into the delivery status so they know when the products are expected to be delivered.

Store Availability Check x n/aOn the product details page, a web shop customer has the ability to search for retail stores that have the item in stock. The web shop customer

can then contact a selected store to have the item potentially reserved – but without any further support by t he system.

Loyalty Management x n/aIn addition to the existing Loyalty Management functionality, loyalty inform ation can be assigned at the level of generic articles (shown in the

product catalog) and at the level of variants (Web shop customers can earn and redeem these points).

WEB CHANNEL ANALYTICS

Reporting (Web Analytics) x x Possibility to upload technical data captured by Web server log files and evaluate in BW.

TECHNOLOGY & ARCHITECTURE

Web Channel Management

Web Channel Builder x xThe Web Channel Builder (WCB) is a tool used by business users to set-up, configure and deploy web channel applications. The WCB leverages

the modular architecture to easily build and modify applications by assembling and configuring individual, reusable modules.

Web Channel Applications, Configurations and

Modulesx x

There is a three-level configuration principle in the Web Channel Builder:

- Application with stable ID and stable access URL. Serve as container of several Configurations .

- Configurations as time-dependent containers of Modules and their setup. Three kinds of Configurations available: Pending, Active, Expired.

- Modules with business-related customizing data

Web Channel Builder - Templates x xWeb Channel Builder templates are pre-defined web applications, including the modules and configuration, to help customers get st arted with their

web channel project. Several templates are provided out of the box.

Web Channel Builder - Business Roles x xStandard delivered Web Channel Builder roles include the WCB User, WCB Manager, WCB Administrator and display-only role for support

purposes. New roles with different authorizations can be created based on business needs.

Web Channel Builder - Validations x x The WCB provides data consistency validations f or configuration, individual m odules and the overall web application.

Web Channel Builder - Approval Process x xDependent on W eb Channel Manager Business roles, reviewing and releasing of web channel configurations can be achieved by different user

groups. A web application must be approved before the application can be activated, in other words, made publically available.

Browser and Platforms

Supported Browsers x x

Supported browsers include: IE 8.0, IE 9, Firefox 10, Chrome 17, Safari 5 (IE 7.0 not supported anymore)

The SAP Web Channel Experience Management solution was developed using HTML functionality that is compatible with m ost popular browsers.

New browser versions are constantly tested and will be added after they have been confirmed to work with our solution.

Runtime platform: SAP NetWeaver 7.3 (standard not

CE)x x Minimum SAP NetWeaver release needed to run SAP Web Channel Experience Management solution.

Java Server Faces™ 2 (JSF) x x

The SAP Web Channel Experience Management solution uses Java Server Faces™ 2 (JSF) as t he state of the art web application f ramework.

The Facelets™ view technology, with some extensions, is used as a view declaration language. The web channel framework provides various new

JSF UI components, using the new template-based rendering technology.

Page Composition and Navigation x x A page can be composed out of several views. It is possible to navigate from page to page and also from view to view.

Several Layouts per Page x x With a layout t he views are arranged on the page. The framework supports several layouts for pages.

New UI Components x x Additional UI components, like breadcrumbs, sliders, calendar, progress bar and many others are provided.

Easy modifiable HTML generation x x All UI components generate HTML code by using a template engine. Therefore, UI components can be modified without any Java programming.

Additional template sets can be implemented and can inherit from existing templates.

AJAX support x x AJAX is supported for refreshing parts of a page and is now based on JSF 3.0. A new view component with assigned view component handler is

now the central element on which the pages and page compositions are built.

Support of Browser Back, Browser Forward and

Refreshx x Basic browser navigation like back, forward and refresh is supported.

Bookmark support x x Browser bookmarks are supported.

Frameless Design x x SAP Web Channel Experience Management has a frameless design.

Skins and Themes x xDifferent themes (also called skins) are supported. Two themes are provided out of the box. Customers can also create their own themes or skins

to alter the UI to support their corporate image.

CSS x x The framework uses Cascading Style Sheets (CSS) for defining a theme.

Multiple Browser Windows or Tabs x xThe system can now handle multiple browser windows or browser tabs of the same web browser. All windows work with the same user sessionand share the same data, for example the same shopping cart.

RTL Language Support x xThe web channel solution supports right-to-left (RTL) languages such as Hebrew and provides styling for one sample shop page in RTL mode. This

demo page is only available in sky theme. If you switch the browser to an RTL language, this is detected and an additional stylesheet_rtl.css file is

rendered in parallel to the already existing file stylessheet.css to handle the RTL-specific styling.

OData Web Services x xThis functionality provides customers the ability to create their own customer specific web services with an OData interface to, for example,

consume these services in a m obile scenario.

3rd Party Integration for WCMS x xSAP delivers an interface to provide integration with third-party Web Content Management Systems (WCMA) for web content such as banner

advertisements, into specific content areas on a web page. Content integration can be dynamic based on the context. The web content presented

can differ depending, for example, on whether or not the web shop customer is logged on or based on previously purchased products.

GENERAL

User Management

Customer Self-Registration x x Web shop customers can perform a self-registration on-line which will create a user account in the SAP backend system.

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Customer Self-Registration in Contact Scenario x xWeb shop customers in the contact scenario can perform a self-registration with a new sold-to party and a new contact, or with existing sold-to

party and an existing contact. The self-registration is then approved or r ejected by the web shop administrator.

Customer Registration in Back-End x x When a web shop customer registers on-line, an account is created in t he SAP backend system.

Customer Logon using Customer Number x x Web shop customers can logon to t he web application using their customer number as their logon user id.

Customer Logon using e-Mail Address x x Web shop customers can logon to t he web application using their e-mail address as their logon user id.

Customer Logon as Contact Person x x Web shop customers can logon to t he web application as a contact person on behalf of one or m ore organizations or companies.

Early Logon x x The early logon forces web shop customers to log on to the web application before they can enter the shop.

Guest User Support x xWeb shop customers can access the web application, create orders and check on the status of existing orders without registering or logging on to

the web application.

Delegated User Administration x xDelegated User Administrators are contact persons of a company who are responsible for the creation and maintenance of web application user

accounts for their company.

User Management in Back-end x xThe way web shop customers are managed in the SAP backend system is fully dependent on the configuration settings in the respective backend

system.

UME Support x x The SAP Web Channel Experience Management solution fully supports the User Management Engine (UME)

Role-Based Authorization x x Standard delivered roles are provided out of the box. Customers can additionally create new roles to meet their business requirements.

Account Self-Service x x

The account self-service page is where web shop customers come to do all the things they need to do including:

- maintenance of contact information and addresses;

- password maintenance;

- maintaining credit card information;

- checkout profile m aintenance;

- display of ratings and reviews made;

- viewing existing transactions;

- viewing portfolio of registered products;

- viewing of product and service contracts;

- user profile maintenance; and

- newsletter subscription maintenance;

User Type Usage SU01 x x All web channel customers are created using transaction SU01.

Forgotten User Name and Password on Logon Page x xForgotten user name and password feature allows the web shop customer to proactively help them remember their logon id and/or password for

account access.

Integration of Security Question in Forgotten

Password Scenariox x

When a web shop custom er is going t hrough the forgotten password process, previously selected security question and answer validation can be

integrated as part of the process.

Option to activate immediate User Activation x x This feature provides the ability grant immediate user access to t he web application.

Late Logon/Registration x x When using the Java Shopping Cart, it is possible to provide late logon / registration, during the checkout process.

Multiple Ship-To Addresses x n/aWeb shop customers can create and save multiple ship-to addresses in their user prof ile. During checkout, the ship-to addresses can be easily

selected to send, for example, parcels as presents to friends and family.

General Features across Sales and Service

Store Locator x -

Store locator functionality enables Web shop customers to find a store or service center location nearest to them. Store name, type, address,

contact information and web site URL can be displayed in the search result listing. Number of search results displayed can be selected by the web

shop customer. Store locator functionality further supports a graphical representation of the search via integration with 3rd party mapping mash-

up software.

Integration with SAP FSCM Biller Direct x x

Integration with FSCM Biller Direct can be done on a project basis as it is not provided out of the box with the SAP Web Channel Experience

Management solution. This integration will provide customers with on-line access to account information including invoices, payments, contracts

and billing status. Many features are provided including the ability for customers to initiate online payments of invoices, display a complete history

of their account and perform dispute management.

Display and Download of Invoices x x Invoice display and download is possible via integration with SAP FSCM Biller Direct.

Minimum SAP Backend Release for WCEM

SAP ECC 6.0 EHP5 n/a x Minimum backend release for SAP ERP based on Innovations 2010

SAP CRM 7.0 EHP1 x n/a Minimum backend release for SAP CRM based on Innovations 2010

Additional information can be found at http://service.sap.com/rkt-crm

These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies (“SAP Group”) for informational purposes only, without representation or warranty

of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty

statements accompanying such products and se rvices, if any. Nothing herein should be construed as constituting an additional warranty.

Created: October 2012

©2012 by SAP AG . All rights reserved. SAP , R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respective logos

are trademarks or registered trademarks of SAP AG in Germany and other countries.

Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as

their respective logos are trademarks or registered trademarks of Business Objects S.A. in the United States and in other countries. Business Objects is an SAP company.

WCEM CRM: SAP Web Channel Experience Management for SAP CRM

WCEM ERP: SAP Web Channel Experience Management for SAP ERP

All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

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