SAP Real-Time Offer Management Integration Guide Release … SP… · SAP Real-Time Offer...

Integration Guide

2016-06-10

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SAP Real-Time Offer Management Integration Guide Release 7.1 SP02

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© 2016 SAP AG. All rights reserved.


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Document History

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© 2016 SAP AG. All rights reserved. 3

Document History

Version Date Change

1.0 2016-08-01 Release 7.1 SP02

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Table of Contents

Table of Contents

1 Integration of SAP Real-Time Offer Management ..................................................................................... 5 1.2 Extending the IC-RTOM Integration with New Events ................................................................................... 21 1.3 Logical Rules Expressions .............................................................................................................................. 23

2 SAP Real-Time Offer Management Application Toolkit .......................................................................... 31 2.2 RTOM Application Toolkit Integration Manager ............................................................................................ 32

2.2.2 Working with Real-Time Offer Management Events ...................................................................... 34 2.2.3 Working with Real-Time Offer Management Data Sources ........................................................... 37 2.2.4 Working with Real-Time Offer Management Landscape Configuration ........................................ 39 2.2.5 Working with Real-Time Offer Management Feedback ................................................................. 41 2.2.6 Working with Real-Time Offer Management Deployment Parameters ......................................... 42 2.2.7 Working with Real-Time Offer Management Recommendation Parameters ................................ 43 2.2.8 Publishing Real-Time Offer Management Updates ........................................................................ 44

2.3 RTOM Application Toolkit Monitoring Tools .................................................................................................. 45 2.3.1 Working with Real-Time Offer Management Session Viewer ........................................................ 46 2.3.2 Working with the Real-Time Offer Management Job Log .............................................................. 47

2.4 RTOM Application Toolkit Business Tools ..................................................................................................... 48 2.4.1 Working with the Real-Time Offer Management Simulator ........................................................... 49


Integration of SAP Real-Time Offer Management

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1 Integration of SAP Real-Time Offer Management

SAP Real-Time Offer Management is part of the following business processes:

Inbound Telesales with CRM Sales Order

Order Capturing in Call Center

Campaign Development in SAP CRM

Note

To use this business process, you must integrate RTOM with marketing in SAP Customer Relationship

Management (SAP CRM).

1.1.1.1 Implementation Considerations

For more information about SAP CRM installation, see http://service.sap.com/crm-inst.

Note

In standard, we support attributes of the type number up to 100 million Put your note here.

1.1.1.2 Integration

1.1.1.2.1 Integration Settings for Marketing in SAP CRM

1.1.1.2.2 Make Customizing Settings for Marketing Integration

1. Activate the business function SAP Real-Time Offer Management (CRM_RTOM_1).

2. If you are setting up marketing in SAP CRM for integration with SAP for Utilities, you must extend the value

range before you can create a campaign type for SAP for Utilities. To do so, perform the following steps:

1. Go to transaction ABAP Dictionary (SE11).

2. Enter domain CRM_MKTPL_RTOM_ACTIVE and choose Change.

3. Choose the Value Range tab and enter the fixed value U and the short description Utilities.

http://service.sap.com/crm-inst

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4. Save your entries.

3. In Customizing for Customer Relationship Management under Marketing Marketing Planning and

Campaign Management Basic Data Define Types/Objectives/Tactics , create a campaign type for SAP

Real-Time Offer Management campaigns.


Campaign Management Basic Data Define Priorities for Marketing Projects , define additional priorities

(optional).


Campaign Management SAP Real-Time Offer Management Define Business Goals , define additional

business goals (optional).

6. To import RTOM condition groups and attributes in your system and client, apply SAP Note 1456227 and

make sure an RTOM entry exists in Customizing for Customer Relationship Management under CRM

Cross-Application Components Rule Builder Define Rule Policy Types .

7. To activate the RTOM condition groups and attributes for SAP for Telecommunications or SAP for Utilities,

make the required settings in Customizing for Customer Relationship Management under Marketing

Marketing Planning and Campaign Management SAP Real-Time Offer Management Activate Condition

Attributes for Industries .

Note

The Interaction Center (IC) attributes that are relevant for all industries are activated by default.

1.1.1.2.3 Configure the Consumer Proxy for SAP Real-Time Offer Management

If you are integrating SAP Real-Time Offer Management with marketing in SAP Customer Relationship

Management (SAP CRM), you must configure the following consumer proxy and Web services to connect your

SAP CRM host system to your SAP Real-Time Offer Management engine for system communication. The

consumer proxy calls a service and the Web service requests the data.

1. Go to transaction SOA Manager (SOAMANAGER).

2. Choose Service Configuration Single Service Administration .

3. Search for the consumer proxy RTOMPublishServiceSoap and choose Go.

4. Select the consumer proxy and choose Apply Selection.

5. Choose the Configurations tab and choose Create Logical Port.

6. Enter a logical port name and description and select the Logical Port is Default checkbox.

7. Select the Manual Configuration radio button and choose Apply Settings.

8. On the Consumer Security tab page, enter a user name and password.

Note

You must enter the same RTOM user that was used during the RTOM installation and that has

authorization to access the Web services

9. On the Messaging tab page, from the Message ID Protocol dropdown list, select Suppress ID Transfer.

10. On the Transport Settings tab page, make the following settings:

http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1456227&_NLANG=en&_NVERS=0



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Field Value

URL Access Path /RTOMPublish/Service.asmx

Computer Name of Access URL <RTOM server name>

Port Number of Access URL <IIS port>

Transport Binding Type SOAP1.2

Maximum Wait for WS Consumer 1000

11. On the Operation specific tab page, select Publish and enter the following SOAP action:

http://www.sap.com/RTOM/Publish.

12. Select CheckRule and enter the following SOAP action: http://www.sap.com/RTOM/CheckRule.


1.1.1.2.4 Configure the Web Services for the Marketing Integration

You must configure the following standard-delivered Web services for integration with SAP Real-Time Offer

Management by entering the WSDL file for the destination host:

CRM_MKT_RTOM_WS Web service and its three methods, CRM_MKT_RTOM_QUERY_CAMPAIGN,

CRM_MKT_RTOM_GET_FEEDBACK, and CRM_MKT_RTOM_GET_ATTRIBUTE

This Web service enables SAP Real-Time Offer Management to retrieve data from marketing during the

publish process.

Read Campaign By ID (CampaignCRMByIDQueryResponse_In) service-oriented architecture (SOA) service

operation

This service operation reads the changes in the marketing campaign in SAP CRM.

The following Web services are needed for integration with the rule builder for internal communication only. SAP

Real-Time Offer Management consumes both of them.

Read Rule (CRM_FDT_READATTR_WS)

Read Condition Attributes (CRM_FDT_READRULE_WS)

You configure the Web services that are needed to transfer data to SAP Real-Time Offer Management by

performing the following steps:


2. Choose the Service Administration tab.

3. Choose Single Service Configuration.

4. Search for the Web service, select it, and choose Apply Selection.

5. Choose the Configurations tab page and choose Create Endpoint.

6. Enter the required data and choose Apply Settings.

7. On the Provider Security tab page, select the None (HTTP) radio button.

8. In the Transport Channel Authentication area, select the User ID/Password checkbox.

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Choose the Transport Settings tab and in the State Management Timeout, enter 180 (for the Web services for the

rule builder and Interaction Center, enter 0).


1.1.1.2.5 Integration Settings for the Interaction Center, SAP for Telecommunications, and SAP for Utilities

1.1.1.2.6 Configure the Consumer Proxy for SAP Real-Time Offer Management

If you are integrating SAP Real-Time Offer Management with SAP CRM, you must configure the following

consumer proxy and Web services to connect your SAP CRM host system to your SAP Real-Time Offer

Management engine for system communication. The consumer proxy calls a service and the Web service

requests the data.

You have to create a logical port for the Web service proxy, so that the Web service can be accessed from

anywhere within the distributed RTOM system.

For the Interaction Center and SAP for Telecommunications, you must create a logical port for the

CO_OFFERSERVICE_SOAP consumer proxy. For SAP for Utilities, you must create a logical port for the

RTOMSiteAdaptorServiceSoap consumer proxy.

To create a logical port for each consumer proxy, perform the following steps:


2. Choose Service Configuration Single Service Administration .

3. Search for the consumer proxy and choose Go.

4. Select the consumer proxy and choose Apply Selection.

5. Choose the Configurations tab and choose Create Logical Port.

6. Enter a logical port name and description and select the Logical Port is Default checkbox.

7. Select the Manual Configuration radio button and choose Apply Settings.

8. On the Consumer Security tab page, enter a user name and password.

Note

You must enter the same RTOM user that was used during the RTOM installation and that has authorization to

access the Web services.

9. On the Messaging tab page, from the Message ID Protocol dropdown list, select Suppress ID Transfer.

10. On the Transport Settings tab page, make the following settings:

Field Value

URL Access Path For the IC and SAP for Telecommunications:

/IngeneoSAPICSiteAdaptorWS/Service.asmx

For SAP for Utilities: /RTOMSiteAdaptorWS/RTOMSiteAdaptorService.asmx

Computer Name of <RTOM server name>



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Field Value

Access URL

Port Number of Access

URL

<IIS port>

Transport Binding Type SOAP1.2

Maximum Wait for WS

Consumer

1000


1.1.1.2.7 Configure the Web Services for Integration with IC, SAP for Telecommunications, and SAP for Utilities

You must configure the following Web services:

CRM_IC_RE_WS

Note that this service must be configured for all industries only in the Interaction Center system and not in the

RTOM system.

Retrieve Products Data (ROM_PRODUCT)

If you have not integrated RTOM with marketing in SAP CRM and would like to integrate with the product

catalog in SAP CRM, you must configure this service to retrieve product master data from SAP CRM.

ROM_AGENT (the corresponding technical name in the RTOM system is IC_AGENT for the IC and

TELCO_AGENT for SAP for Telecommunications)

This Web service provides employee details from SAP CRM.

ROM_ACCOUNT (the corresponding technical name in the RTOM system is IC_CUSTOMER for the IC and

TELCO_CUSTOMER for SAP for Telecommunications)

This Web service provides account details from SAP CRM.

ROM_SALES_ORDER (the corresponding technical name in the RTOM system is IC_SALE_ORDERS for the IC)

This Web service provides sales orders details from SAP CRM.

ROM_TELCO_ORDER (the corresponding technical name in the RTOM system is TELCO_SALE_ORDERS for SAP

for Telecommunications)

This Web service provides sales orders details from SAP CRM.

To configure the Web services, perform the steps described in the Configure the Web Services for the Marketing

Integration section.

1.1.1.2.8 Create a Function Profile

When you create a function profile for RTOM, the event flow and offer feedback reporting through the IC in SAP

CRM is enabled. To create a function profile, make the required settings in Customizing for Customer Relationship

Management under Interaction Center WebClient Basic Functions Real-Time Offer Management Define

Real-Time Offer Management Profiles .

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Note

For IC and SAP for Telecommunications, enter a logical port name. This logical port name must be the

same as the one you created for the CO_OFFERSERVICE_SOAP consumer proxy.

For SAP for Utilities, you must not enter a logical port name.

To extend the value range for the integration with SAP for Utilities, perform the following steps:

1. Go to transaction ABAP Dictionary (SE11).

2. Enter domain CRM_IC_RE_SCENARIO and choose Change.

3. Choose the Value Range tab and enter the fixed value UTIL_IC and the short description Utilities IC

Agent.


1.1.1.2.9 Enable the Interaction Center Agent Role

Make the required settings in Customizing for Customer Relationship Management under Interaction Center

WebClient Define Business Role .

If the IC agent role is defined in the rule policies, all IC agents who are assigned to the business role will receive

recommendations from the RTD engine

Note

Make sure that the RUNTIME function profile with profile value DEFAULT_IC is created.

Make sure that the DEFAULT_IC profile contains a reference to the feedback custom controller. To do

this, check the following settings in Customizing for Customer Relationship Management under UI

Framework UI Framework Definition Maintain Runtime Framework Profile :

1. Select the DEFAULT_IC profile and choose Global Custom Controller to Be Called.

2. Make sure the following entry exists: BSP application ICCMP_FEEDBACK with controller FeedbackCuCo.

1.1.1.2.10 Make the Customizing Settings for the Navigation Bar

Make the following settings in Customizing for Customer Relationship Management under Interaction Center

WebClient Basic Functions Define Navigation Bar Profile :

1. Select the IC_AGENT_U navigation bar profile and go to the Define Generic Outbound Plug Mappings view.

2. Create the following new entries:

Field Value

Object Type OFFER

Obj.Action Display

Use Target Select the Use Target checkbox

Target ID OFFER



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Field Value

Object Type RTD_FEEDBACK

Obj.Action Display

Use Link Select the Use Link checkbox

LogLink ID IC_FEEDBCK

1.1.1.2.11 Enable Events Using the Rule Modeler in the IC

RTOM allows IC agents to recommend offers to their customers. To have events sent to the RTD engine, some

rule policies must be created using the rule modeler on the IC WebClient UI.

Note

If there are multiple rules, make sure that the rules are set at the same level and not nested.

Create Rule Policies for IC and SAP for Telecommunications

You must create four new rule policies. You could, for example, choose to name the rule policies

RTD_BPConfirmed, RTD_BTCreated, RTD_BTDataEntered, and RTD_ObjectConfirmed.

Note

For convenience, RTD_BPConfirmed is used as a rule policy example in the following description. The

additional rule policies are detailed at the end of this section

To create the rule policies, perform the following steps:

1. Start the WebClient UI using a user that has the IC_Manager business role assigned and choose Process

Modeling Rule Policies .

2. On the Rule Policies page, click New.

3. Select the context Intent Driven Interaction (IC WebClient).

4. Enter a name for the rule policy.

5. Under Policy, select the top node with the name of your new rule policy.

6. Enter the relevant business role (the one you created in the Enable the Interaction Center Agent Role section)

and the IC event listed below for each of the four new rule policies.


8. Click Edit.

9. Under Policy, select the node Draft Rules and click New.

10. Enter a name (such as RTD_BPConfirmed) and description for the rule folder and click Save.

11. In the new rules folder that was created, click New.

12. Under Conditions, click Add Entry.

13. Enter the following if statement:

If Current Event Equals Business Partner Confirmed Then RTD.

14. Under Actions, click Add Entry.

15. Enter the following then statement:

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Engine Event: Start of Session

16. Click Save.

17. Make sure you release the rule policy by doing the following:

3. Select the status after the policy name for each policy.

4. From the More dropdown list, choose Check Draft Rules.

The message No problems were found during the check should be displayed.

5. Choose Release Draft Rules and Save.

The rules that need to be created use rule modeler actions that are part of the standard delivery

Customizing.

Use the following details to create each of the four rule policies:

RTD_BPConfirmed

o IC Event: BPConfirmed

o Rule:

o Condition:

If Current Event Equals Business Partner Confirmed Then

o Action:

RTD Engine Event: Start of Session

RTD_BTCreated

o IC Event: BTCreated

o Rule:

o Condition:

If Current Event Equals Business Transaction Created Then

o Action:

RTD Engine Event: Business Trans. Created

RTD_BTDataEntered

o IC Events: BDCCurrentOneOrderChanged, OrderSaved and CategoryChanged

o Rules:

o Condition:

If Current Event Equals Current One Order Changed Then

o Action:

RTD Engine Event: Data Entered in BT

o Condition:

If Current Event Equals Order was Saved Then

o Action:


o Condition:

If Current Event Equals Category Changed Then

o Action:


RTD_ObjectConfirmed

o IC Events: IObjectConfirmed and IbaseConfirmed



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o Rules:

o Condition:

If Current Event Equals Ibase Confirmed Then

o Action:

RTD Engine Event: Ibase Confirmed

o Condition:

If Current Event Equals Individual Object Confirmed Then

o Action:

RTD Engine Event: Object Confirmed

Create a Rule Policy for SAP for Utilities

Before you can create a rule policy for SAP for Utilities, you must define events for SAP for Utilities by performing

the following steps:

1. In Customizing for Customer Relationship Management under Interaction Center WebClient Additional

Functions Intent-Driven Interactions Service Manager Define Services , create the following new

entry:

Field Value

Service ID AH_RTD_EVENT

Description RTD: Action Handler for RTOM Events

Service Type Action Handling

Service Class CL_CRM_RTD_ACTION_HANDLER


Functions Intent-Driven Interactions Define Repository , select the ICRULE context, go to the Actions

view, and create the following new entry:

Field Value

Action ID AH_RTD_EVENT

Description RTD: Action Handler for RTOM Events

Show Action Select the Show Action checkbox

Action Service ID AH_RTD_EVENT

Conflict Type First Occurrence Is Used


Functions Intent-Driven Interactions Define Events in Repository , select the CRM_IC_EVENT events

application, go to the Events view, and make sure the following events exist:

Event ID Description

BPConfirmed Business Partner Confirmed

BuAgConfirmed Business Agreement Confirmed

BuAgReset Business Agreement Confirmation Reset

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Event ID Description

ContractSubmit Contract Was Submitted

ContractSummary Contract Move to Summary

OfferListCreateContract Create Contract from Offer List

OfferListCreateQuotation Create Quotation from Offer List

OfferListDontOffer Offer Was Not Offered from Offer List

PremiseConfirmed Event "PremiseConfirmed"

PremiseMoved Contract Moved to New Premise

PremiseReset Event "PremiseReset"

QuotationRejected Quotation Was Rejected

QuotationSummary Quotation Move to Summary

You must create one new rule policy, for example, RTOM_Events. To create the rule policy for SAP for Utilities,

perform the steps that are described in the Create Rule Policies for IC and SAP for Telecommunications section.

However, you must add all IC events for SAP for Utilities that are listed above to the rule policy and then add

conditions and actions for each IC event.

1.1.1.2.12 Verify the Customizing Settings for the Navigation for SAP for Utilities

The following default settings are delivered for SAP for Utilities for the navigation between the offer list window

and the contract/quotation window. This allows an IC agent to add an offer to a contract or quotation directly

from the offer list. Verify that the following settings exist in your system:

In Customizing for Customer Relationship Management under UI Framework Technical Role Definition

Define Work Area Component Repository :

o Component IC Offer List (ICCMP_OFFRMAIN), window name ICCMP_OFFRMAIN/MainWindowCRM:

Inbound Plug Definition view:

Target ID Inbound Plug Object Type Obj. Action

OFFER DEFAULT OFFER Display

Outbound Plug Definition view:

Source ID Outbound Plug Object Type Obj. Action

ISUCONTR ISU_CREATECONTR IUICCON Create

ISUQUOT ISU_CREATEQUOT IUICQUOT Create

Component Utilities Contract Management (IUICCON), window name MainWindow:



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Target ID Inbound Plug Object

Type

Obj.

Action

Description

TIUICCONP FROMPRODPROP IUICCON Create Create contracts from Product

Proposal

TIUICCONRT FROM_RTOM IUICCON Create Create contract from RTOM

offer

Add for EHP2 Only

!!!TIUICCONPP

PRODUCT_PROPOSAL IUICCON Create Create Contract

Component Quotation Management (IUICQUOT), window name IUICQUOT/MainWindow:


Target ID Inbound Plug Object Type Obj.

Action

Description

TIUICQUOP FROMPRODPROP IUICQUOT Create Create quotations from Product

Proposal

TIUICQUORT FROM_RTOM IUICQUOT Create Create quotation from RTOM offer

Add for EHP2 Only

!!!

TIUICQTEPP

PRODUCT_PROPOSAL IUICQUOT Create Create Quotation

In Customizing for Customer Relationship Management under UI Framework Technical Role Definition

Define Navigation Bar Profile :

o Navigation bar profile Utilities: Interaction Center Agent (UTL-IC), link ID UTL-ID-WC:

Define Generic Outbound Plug Mappings view:

Object Type Obj.

Action

Use Target Target ID

IUICCON Display Select the Use Target

checkbox

TIUICCON

Add for EHP2 Only !!!

IUICCON

Create Select the Use Target

checkbox

TIUICCONPP

IUICQUOT Display Select the Use Target

checkbox

TIUICQUOT

IUICQUOT Create Select the Use Target

checkbox

TIUICQUOTC

Replace the previous one for EHP2 Only

!!!IUICQUOT

Create Select the Use Target

checkbox

TIUICQTEPP

OFFER Display Select the Use Target

checkbox

OFFER

Navigation bar profile Interaction Center Agent Navigation Bar (outdated) (IC_AGENT_U), link IC_BPIDENT:

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Define Generic Outbound Plug Mappings view:

Object Type Obj.

Action

Use Target Target

ID

Use Link LogLink ID

OFFER Display Select the Use Target

checkbox

OFFER

RTD_FEEDBACK Display Select the Use Link

checkbox

IC_FEEDBCK

Define Logical Links view:

LogLink ID Type Target ID Description

IC_FEEDBCK Link IC_FEEDBCK RT Offer Management Feedback

1.1.1.2.13 Activate Recorded Simulations for SAP for Utilities

You can simulate a runtime event and the detection of real-time offers and messages for a specific customer and

generate a report for the simulation that contains the detection results using the RTOM application toolkit. To do

this, choose System User Profile Own Data in SAP CRM, choose the Parameters tab, and add the

following parameters to your user profile:

Parameter ID Short Description Parameter Value

CRM_RTOM_SIMULATOR CRM RTOM Simulator

Activation

Enter X to activate this parameter.

Note that the other parameters can be used only if this

parameter is activated.

CRM_RTOM_SIM_DEM_OFR CRM RTOM Simulator

Use Demo Offer


CRM_RTOM_SIM_NO_CHNL CRM RTOM Simulator

Use Offers with no

Channel


CRM_RTOM_MAX_OFRS CRM RTOM

Simulation Max Offers

Number

Enter a number to define the maximum number of offers to

be used in the simulation. If you do not enter a value, the

default maximum number of offers for the channel will be

used.

For more information, see Working with the Real-Time Offer Management Simulator

1.1.1.2.14 Activate the BI Content

If you are using RTOM in an SAP CRM scenario, you can use RTOM reporting.

RTOM reporting is based on data contained in the RTOM experience database. This data needs to be extracted,

structured, and made available for reporting in SAP NetWeaver Business Warehouse (SAP NetWeaver BW).



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A flat file interface is used to extract the data from the RTOM database to SAP NetWeaver BW. A flat file

containing all the necessary up-to-date data is generated by RTOM. The file is loaded into SAP NetWeaver BW,

and the data is activated and made available for reporting. This section describes all the steps necessary for this

process. It does not describe automation or scheduling.

1.1.1.2.15 Database Views

RTOM reporting is based on data contained in the RTOM experience database. The data is distributed between

several database tables. To make extraction easier, the following database views bring together all the

information needed for reporting:

Offer Data View

This view contains all necessary fields for all RTOM reports except Offer Predictor Trend Report.

Predictor Report View

This view contains data needed for the Predictor Changes Over Time Report.

1.1.1.2.16 Flat File Generation Tool

The tool can be found in <Installation directory>\SAP

CRM\RTOM\Integration\Exe\ExportDataUtil.exe. It should be run from the command prompt with a

configuration file specified.

The tool extracts data through the database views accumulated from the last run. The data is saved in a text file

under <Installation directory>\SAP CRM\RTOM\ExportData.

The file name is suffixed with a time stamp to prevent overwriting an existing file. The tool is configured through a

configuration XML file that is specified during the execution at the command prompt.

1.1.1.2.17 Configuration Files

The two configuration files, PredictorsData.xml and SessionData.xml, can be found in <Installation

directory>\SAP CRM\RTOM\Configuration\ReportQueries.

The configuration file has the following tags:

DSN

Connection string (can be found on the registry key or ODBC)

Owner

Can be found on the registry key (for SQL2005, see the example below)

Provider

Database driver – SQL/Oracle/MaxDB (can be found on the registry key)

Syntax

<ExportDataUtil>

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<DSN>Value Data Of DSN</DSN>

<Owner>dbo</Owner>

<Provider>SQLServer 2000</Provider>

<SP>sp_ReportOfferData</SP>

<BaseFileName>SessionData</BaseFileName>

<FlatFilePath>ExportData</FlatFilePath>

</ExportDataUtil>

In this case, the value of Value Data of DSN is as follows:

If using SQL: Provider=sqlncli; Server=(local);Database=xxxx; Integrated Security=SSPI;

If using Oracle: Provider=MSDASQL;DSN=xxxxxxx;UID=xxxxxx;PWD=xxxxxxx;

If using MaxDB: Provider=MSDASQL;driver=MaxDB

(Unicode);servernode=xxxxxx;serverdb=xxxxx;UID=xxxxxx;PWD=xxxxxx;

1.1.1.2.18 Execution

The tool has to be executed with each configuration file. Currently there are two configuration files that produce

two flat files – one for general reporting and one specific to the predictor indicator report.

To run the tool with the configuration files, copy them from their location to the ExportDataUtil.exe

directory.

The tool can also be scheduled to run on a regular basis. Generated files are not overwritten because their names

are time-stamped.

1.1.1.2.19 BI Extraction

The following prerequisites apply:

You have a valid user in the SAP NetWeaver BW system that allows you to edit business content.

The two flat files created in the previous step have been uploaded into two different Info Providers in the SAP

NetWeaver BW system.

Perform the following steps:

1. Before you start the uploading process, delete the existing data in ODS CRM Real-Time Offer Management

ODS (0CRT_DS01) and Real-Time Offer Management Predictor Data ODS (0CRT_DS02).

2. Create a data source file on the source systems by performing the following steps:

1. Go to transaction RSA1.

2. Choose Modeling Source Systems .

3. Right-click File and choose Create.

4. Specify a logical system name and description (Source System Name) and leave the Type and Release as

the default (= <space>).

5. Check the source system assignment for the newly-created source system file along with the self-defined

system and SAP CRM system.



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3. To upload the data for the main reports, create a new info package for the data source Real-Time Offer

Management Flat File Report Source (0CRM_IC_RTOM_1).

You can use the CRM IC RTOM Info Package 1 as a template. Under Extraction, specify the full path to the flat

file that was previously generated. Under Schedule, execute the data load process.

4. Execute the data transfer process 0CRM_IC_RTOM_1 / PC_FILE -> 0CRT_DS01 under the ODS CRM Real-

Time Offer Management ODS (0CRT_DS01).

5. To upload the data for the Predictor Performance Report, create a new info package for the data source Real-

Time Offer Management Flat File Predictor Data Source (0CRM_IC_RTOM_2). You can use RTOM Predictor Info

Package 2 as a template. Under Extraction, specify the full path to the flat file that was previously generated.

Under Schedule, execute the data load process.

6. Execute the data transfer process 0CRM_IC_RTOM_2 / PC_FILE -> 0CRT_DS02 under the ODS CRM Real-

Time Offer Management Predictor Data ODS (0CRT_DS02).

7. Activate the data in ODS CRM Real-Time Offer Management ODS (0CRT_DS01) and ODS CRM Real-Time Offer

Management Predictor Data ODS (0CRT_DS02).

1.1.1.2.20 Install the RTOM Server

For more information about how to install SAP Real-Time Offer Management (RTOM), it is highly recommended

that you follow the procedure described in SAP Note 1690163 -RTOM 71 Ehp1 Installation - Best Practice:

http://service.sap.com/notes Number 1690163 . This note will provide you with the most up-to-date

information for installing RTOM.

1.1.1.2.21 Integration Settings for the RTOM Engine

Make the following integration settings for the SAP Real-Time Offer Management engine: using the RTOM

application toolkit, update the data source URLs.

For more information about configuring the Web services for data retrieval from SAP CRM, see Post Installation in

the SAP Real-Time Offer Management Installation Guide and Working with Real-Time Offer Management

Landscape Configuration in SAP Service Marketplace at http://service.sap.com/instguides

For more information about Web services, see SAP Help Portal at https://help.sap.com SAP NetWeaver

Library SAP NetWeaver by Key Capability Application Platform by Key Capability ABAP Technology

ABAP Workbench (BC-DWB) ABAP Workbench Tools Web Services .

For more information about the SOA Web services, see the process component documentation for campaigns in

the enterprise services documentation.

1.1.1.2.22 Integration Test

For a full integration test, perform the following steps:

1. Create a real-time offer.

2. Publish to the SAP Real-Time Offer Management engine.

http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1690163%20&_NLANG=en&_NVERS=0

http://service.sap.com/notes

http://service.sap.com/instguides

https://help.sap.com/

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3. Detect using the Interaction Center or Telco agent.



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1.2 Extending the IC-RTOM Integration with New Events

You can integrate SAP Real-Time Offer Management (RTOM) with SAP Customer Relationship Management (SAP

CRM) for use with inbound, customer-initiated Interaction Center (IC) interactions. For more information, see

Integration of SAP Real-Time Offer Management.

Note

RTOM 7.1 can be integrated with SAP CRM 7.0. enhancement package 1. If you want to use an earlier

version of RTOM with a different version of SAP CRM, use the appropriate earlier version of this guide. For

more information, see SAP Service Marketplace at http://service.sap.com/instguides.

1.2.1.1 Features

IDI is an acronym for intent-driven interaction. At initial installation, it may not be necessary to extend the IC-

RTOM integration with new events. This may, however, be required for subsequent enhancement.

Note

Before you start, make sure that the IC-RTOM configuration has been completed as described in this

guide.

1.2.1.2 Activities

1.2.1.2.1 Setting Up IDI Actions

1. Define the action service in Customizing for Customer Relationship Management under Interaction Center

WebClient Additional Functions Intent-Driven Interactions Service Manager Define Services .

2. Create a new service.

3. Define the action in Customizing for Customer Relationship Management under Interaction Center

WebClient Additional Functions Intent-Driven Interactions Define Repository Context ICRULE .

4. Create an action handler class by going to transaction Class Builder (SE24) and creating a service class.

Example

Create ZCL_ACTION_HANDLER as a subclass of CL_CRM_SMF_ABSTRACT_ACTION

You have now completed the basic setup for IDI.


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1.2.1.2.2 Implementing an Event Handler

1. Define the action service in Customizing for Customer Relationship Management under Interaction Center

WebClient Additional Functions Intent-Driven Interactions Service Manager Define Services .

2. Create an event manager class as a subclass of cl_crm_ic_re_event_manager.

Example

ZCL_IC_RE_EVENT_MANAGER

3. Implement an event stub by creating and implementing an instance public method.

Example

SEND_NEW_EVENT in ZCL_IC_RE_EVENT_MANAGER

1. Enter context data for the event.

2. At the end of the method, call call_dispatcher lv_event_container to send the event.

This is similar to the method SEND_IBASE_CONFIRMED in cl_crm_ic_re_event_manager class.

4. Implement an action handler by implementing the action handler class ZCL_ACTION_HANLDER method

IF_CRM_SMF_ACTION_HANDLER~EXECUTE.

Syntax

DATA lv_event_mgr TYPE REF TO zcl_ic_re_event_manager.

TRY.

lv_event_mgr ?= cl_crm_ic_re_event_manager=>get_current( ).

CHECK lv_event_mgr IS BOUND.

lv_event_mgr->send_new_event( ).

CATCH cx_sy_move_cast_error.

ENDTRY.

The new event can now be sent to the RTD engine. The last step maps Interaction Center events to actions. These

actions start during an Interaction Center session.

1.2.1.2.3 Enabling the Event Using the Rule Modeler

Set up the rule by mapping the IC event to the action:

1. Create a rule policy that includes the relevant business role and IC event.

2. Add the following rule:

Syntax

If Current Event eq <IC Event>Then Action: New event RTOM integration

Example

You can map it to event IBaseConfirmed



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1.3 Logical Rules Expressions

You can use different logical rules expressions in SAP Real-Time Offer Management (RTOM).

1.3.1.1 Activities

1.3.1.1.1 Expressions in RTOM

The following building blocks are available for RTOM expressions:

Expression elements

You construct expressions from elements, which can be condition groups, constant values or operations

(mathematical, Boolean, or queries).

Data types

The following types of elements are available:

o Boolean – true/false

o DateTime – date and time

o TimeSpan – time interval type

o Number – numerical value; equivalent to float

o String – Unicode string of characters

o Table – an ordered list of another type

1.3.1.1.2 SAP Real-Time Offer Management Operators

The following operators are supported in SAP Real-Time Offer Management expressions:

SAP Real-Time Offer Management Operators

Operator Description Example

Arithmetical

operators +-/*

Numeric expressions CONDITIONGROUP.SALARY + 5

. Field membership CUSTOMER.NAME

[n] Table index CUSTOMER.SALEORDERS[9]

==, != Equality for any type CUSTOMER.CITY == “New York”

<,>,=>,=< Comparison for numeric and string

(lexicographic sorting)

CUSTOMER.SALARY > “1000”

&&, ||, ! Boolean and, or, not (Unary) CUSTOMER.HASDSL &&!

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SAP Real-Time Offer Management Operators

CUSTOMER.HASCABLE

+ String concatenation CUSTOMER.FIRST + “ “ +

CUSTOMER.LAST

contains String containment function. CUSTOMER.NAME CONTAINS “Junior”

1.3.1.1.3 SAP Real-Time Offer Management Functions

The following functions are supported by SAP Real-Time Offer Management expressions:

Real-Time Offer Management Functions

Function Description Example

Avg(x, [<element>

| this])

Average on a table that has

numerical value elements

Avg(CUSTOMER.CHILDAGES)

Avg(CUSTOMER.SALEORDERS, “NETVALUE”)

Min(x, [<element>

| this]),

Max(x, [<element>

| this])

Sum(x, [

<element> | this])

Minimum, maximum, sum Min(CUSTOMER.SALEORDERS, “NETVALUE”)

Count(x) Counts the number of elements in

a table

Count(CUSTOMER.SALEORDERS)

Select(x,

condition)

Returns a list of elements in a

table according to a certain

condition

Select(CUSTOMER.SALEORDER,

“NETVALUE”>=100)

Find(x, condition)

FindFromStart

FindFromEnd

Returns the index of an element in

a table that matches the condition

If no element matches the

condition, -1 is returned.

Find(CUSTOMER.SALEORDER, “NETVALUE”>=100)

Exist(x, condition) Returns true if one of the table

elements matches the condition

Exist(CUSTOMER.SALEORDER,

“NETVALUE”>=100)

IsValid(field) Returns true if a value for the

specific field exists

IsValid(CUSTOMER.WEDDINGDATE)

DateYear(x)

DateMonth(x)

DateDay(x)

DayInWeek(x)

Returns a numerical value when

applied to a DateTime expression

DateYear(CUSTOMER.DATEOFBIRTH)



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Note

There is dual syntax for functions. In the following example where x is a table and f is a function, both

syntaxes are right:

o x.f(param)

o f(x, param)

1.3.1.1.4 Reserved Word: This

When using a table function in a table of basic type (such as a table of numbers), you should use the this keyword

in place of the attribute name, since there is no attribute.

When using the mathematical functions, you can use this as the second parameter. For example,

Avg(CUSTOMER.LASTSALARYVALUES, this).

When using the select, find, or exist function, you can use the this keyword as part of the condition. For example,

Exist(CUSTOMER.LASTSALARYVALUES, this > 100000).

1.3.1.1.5 Formal Expression Lexicography

You construct SAP Real-Time Offer Management expressions from constants, operations, and the fields of data

objects. Expressions can be categorized by the type of the expression outcome. Types can be string, table,

DateTime, TimeSpan, number, or Boolean. For most types, expressions can be either constant or evaluated.

Expressions returning all types are classified as returning Field.

1.3.1.1.6 Field & Attribute Expressions

A field is the basic element on which conditions and evaluation expressions are applied. A field is composed of a

condition group name and an attribute. Attributes are sometimes used independently.

A field is a string describing an attribute of a data object, such as the following:

A direct attribute, for example, Customer.CustomerNameGroup1 (CONDITIONGROUP.ATTRIBUTE)

A member attribute of type table, for example, CUSTOMER.SALESORDER[3] (CONDITIONGROUP.TABLE)

A subattribute, for example, CUSTOMER.INTERACTIONHISTORY[0].IMPORTANCE

(CONDITIONGROUP.TABLE.SUBATTRIBUTE)

The following values are possible:

AttributeName: = "[a-zA-Z][a-zA-Z_0-9]"

ConditionGroupName: = "[a-zA-Z][a-zA-Z_0-9]*"

TableAttribute: = <Attribute>

Attribute: = <AttributeName> | <Attribute>.<AttributeName> | <ArrayAttribute>.[<.Number>]

Field: = <ConditionGroupName>.<Attribute>

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Example

CUSTOMER.INTERNALSESSIONID – field of a data object

SESSIONCUSTOMER.AGENTS[0] – table item

String Expressions

Strings can be expressed by fields defined as <string> such as the following:

ConstString: = ""*""

StringExpr: = <Field of type string>

String: = <ConstString> | <StringExpr> | <String> + <String>

Example

CUSTOMER.INTERNALSESSIONID + "test' – field of a data object of type string concatenation with

constant string

1.3.1.1.7 DateTime Expressions

DateTime can be expressed either by a regular field that was defined as a DateTime, a string, or by a DateTime

operation.

DateTime:= <DateTimeString> | <DateTimeExpr>

DateTime Strings

DateTime and TimeSpan strings are regular strings participating in the DateTime related operations – Boolean

and arithmetic.

The compiler validates that the string is a valid DateTime/TimeSpan.

SEP: = "/" | ":"

Day: = "1" | … |"31"

Month: = "1" | … |"12"

Year: = [1-9][0-9][0-9][0-9]

DateTimeString: = <Month><SEP><Day><SEP><Year> | <Day><SEP><Month><SEP><Year>

Note

DateTime strings are dependent on the locale format of the SAP Real-Time Offer Management server.

DateTime Expressions

DateTimeFunc: = "Time" | "Date"

ArrayDateFunc: = "Max" | "Min"

DateTimeValue: = <DateTimeFunc>(<DateTimeExpr>) | <DateTimeExpr>.<DateTimeFunc>()

DateTimeExpr: = <Field> | <DateTimeValue><ArrayDateFunc>(<ArrayExpr>,”<Attribute>”) |

<ArrayExpr>.<ArrayStringFunc>(“<Attribute>”) | <DateTimeExpr> + <TimeSpan> | <TimeSpan> +

<DateTimeExpr>

Example

o "19-10-2008" – Simple date string



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o "10/19/2008" – Simple date string

o "19-10-2008 22:10:15" – Simple DateTime string

o "19-10-2008 22:10:15 AM" – Simple DateTime string

o Date(SESSIONCUSTOMER.AGENTS[0].”STARTTIME”) – date of a DateTime type field

o Time(SESSIONCUSTOMER.AGENTS[0].”STARTTIME”) – time of a DateTime type field

o Min(SESSIONCUSTOMER.AGENTS, "STARTTIME")

o SESSIONCUSTOMER.AGENTS[0].”STARTTIME” + "00 00 00 01"

1.3.1.1.8 TimeSpan Expressions

TimeSpan is a string representing a sequence of four 2–digit numbers. It is used to express a subtraction between

two dates, in months, days, hours, or minutes, for example, SessionCustomer.Agents[0].EndTime -

SessionCustomer.Agents[0].StartTime > "00 01 01 01"

TimeSpan: = "[0-9][0-9] [0-9][0-9] [0-9][0-9] [0-9][0-9]" | <DateTimeExpr> - <DateTime> | <DateTime> -

<DateTimeExpr>

Example

"00 01 01 01" – Simple TimeSpan string

"19-10-2008 22:10:15" – SESSIONCUSTOMER.AGENTS[0].”STARTTIME”

1.3.1.1.9 TableExpressions

Tables can be expressed either by a regular field that was defined as a table or by a select operation.

ArrayExpr: = <Field> | <SelectExpr>

SelectExpr - Select Operation Expression

You apply the select operation on table expressions, which returns a table with the matching results.

SelectExpr: = Select(<ArrayExpr>, “<Condition>”) | <ArrayExpr>.Select(“<Condition>”)

Example

o Select(CUSTOMER.CUSTOMERNUMS, "true")[0] – first item of a table returned by select

o Select(Select(CUSTOMER.CUSTOMERNUMS, "CUSTOMER.INTERNALSESSIONID == \"4\"") ,

"Count(CUSTOMER.CUSTOMERNUMS) == 3") – Select return value is a table, so it can be the first

field in another select function. This example shows two condition applications that could also be

implemented using the following: Select(CUSTOMER.CUSTOMERNUMS,

"CUSTOMER.INTERNALSESSIONID == \"4\" && Count(CUSTOMER.CUSTOMERNUMS) == 3")

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1.3.1.1.10 Number expressions

Numbers can be expressed using simple expressions, a field that was defined as a number, or an operation whose

outcome is a number.

Numerical operations and numeric return value themselves can be further divided.

ConstNumber: = <int> | <unsigned int> | <decimal>

NumberExpr: = <Field> | <FindExpr> | <ArithmeticExpr> | <DateTimeOpExpr>

<Number>: = <ConstNumber> | <NumberExpr>

Example

o 12345 – simple integer

o 12,345 – simple integer

o -12,345 – negative integer

o 123.45 – decimal digit number

Note

The ConstNumber expression is dependent on the local format of the SAP Real-Time Offer Management

server.

Find operation expression

You apply the find operation on table expressions, returning an integer holding the found field location in the table,

or -1 if not found.

FindFunc: = “Find” | “FindFromStart” | “FindFromEnd”

FindExpr: = <FindFunc>(<ArrayExpr>, “<BooleanExpr>”) | <ArrayExpr>.<FindFunc>(“<BooleanExpr>”)

Example

o Find(SESSIONCUSTOMER.S_ALRS,"false") – simple find function

o SESSIONCUSTOMER.AGENTS[Find(SESSIONCUSTOMER.S_ALRS,"false")] – since the find

expression returns a number, it can be used as a table index.

Arithmetic operation expression

BinaryMathOp: = "+" | "-" | "*" | "/"

ArrayMathFunc: = "Max" | "Min" | "Avg" | "Sum"

ArrayCountFunc: = "Count"

ArithmeticExpr: = <Number> <BinaryMathOp> <Number> | <ArrayMathFunc>(<ArrayExpr>,

“<AttributeName>”) | <ArrayExpr>.<ArrayMathFunc>(“<AttributeName>”) | <ArrayCountFunc>(<ArrayExpr>) |

<ArrayExpr>.<ArrayCountFunc>()

Example

o Find(SESSIONCUSTOMER.S_ALRS,"false") + (-12,345) – operation between two number type

expressions

o Count(CUSTOMER.CUSTOMERNUMS) – simple count operation

o Avg(SESSIONCUSTOMER.S_OFFEREDOPPS, "s_BCRank")



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DateTime arithmetic operations

There are several operations that can be applied on DateTime values, such as the following:

DateTimeOp: = "DayInWeek" | DateYear" | "DateMonth" | "DateDay"

DateTimeOpExpr: = <DateTimeOp>(<DateTimeExpr>) | <DateTimeExpr>.<DateTimeOp>()

Example

DayInWeek(SESSIONCUSTOMER.AGENTS[0].”STARTTIME”)

1.3.1.1.11 Boolean Expressions

Boolean expressions include conditions applied on values, either fields, constants, or computed.

Boolean expressions can be as follows:

Simple, for example, CUSTOMER.ID == "1535"

Functions, for example, CUSTOMER.ADDRESS.HOUSENO.ISVALID()

A composition of conditions using Boolean operators, for example, (CUSTOMER.ID == "1535") ||

CUSTOMER.ADDRESS.HOUSENO.ISVALID()

The condition expression is described by the following rules:

UnaryBoolOp: = "!"

BinaryBoolOp: = "&&" | "||"

BooleanConst: = "true" | "false"

BooleanExpr: = <BooleanConst> | <SimpleCond> | <BoolFunction> | <UnaryBoolOp><BooleanExpr> |

<BooleanExpr> | <BinaryBoolOp><EooleanExpr> | (<BooleanExpr>)

Simple condition operation expression

BasicOp: = "==" | "!="

NumericalOp: = "==" | "!=" | "<" | ">" | "<>" | "<=" | ">="

SimpleCond: = <Number> <NumericalOp> <Number> | “this”<NumericalOp><Number> |

”this”<BasicOp><string> | “this”<BasicOp><DateTime> | <String><BasicOp><String> |

<StringExpr>.Contains(<String>) <DateTimeExpr> <BasicOp> <DateTime>

Example

o DayInWeek(SESSIONCUSTOMER.AGENTS[0].”STARTTIME”) == 4

o SESSIONCUSTOMER.AGENTS[0].”STARTTIME” == "19-10-2008 22:10:15"

o SESSIONCUSTOMER.AGENTS[0].”ENDTIME” - SESSIONCUSTOMER.AGENTS.Agents[0].”STARTTIME”

> "00 01 01 01"

Boolean function expression

ExistCond: = Exist(<ArrayExpr>,<BooleanExpr>) | <ArrayExpr>.Exist(<BooleanExpr>)

ValueExpr: = <StringExpr> | <StructExpr> | <NumberExpr> | <ArrayExpr> | <DateTimeExpr>

IsValidCond:= IsValid(<ValidExpr>) | <ValueExpr>.IsValid()

BoolFunction: = <ExistCond> | <IsValidCond>

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Example

o CUSTOMER.CUSTOMERNUMS.Exist("\"this\" == CUSTOMER.CUSTOMERNUMS[0]")

o SESSIONCUSTOMER.AGENTS[0].”STARTTIME”.IsValid()


SAP Real-Time Offer Management Application Toolkit

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2 SAP Real-Time Offer Management Application Toolkit

SAP Real-Time Offer Management (RTOM) is a self-learning real-time recommendation engine. The RTOM

recommendation engine uses data retrieved in real time from CRM master data systems, processes the

information, and generates a list of real-time offers suitable for a specific customer according to the business

rules of the calling system.

The default RTOM installation covers many business use cases. To cover additional business use cases, some

enhancements may need to be done. Each system that is external to RTOM requires and receives data in a

different format and in a different technology. This means that the process of adding a new data source or event

may require specialist consultants. However, the RTOM application toolkit provides organizations with simple

process definition and system configuration.

The application toolkit uses the following main entities to configure system integration:

Events

An event is an RTOM procedure that executes a set of actions in the system and is called by another system.

The event is also used to define a format between RTOM and other systems.

Conditions groups

A condition group is the logical definition of an entity in the system. It is populated by one or more data

sources or condition groups and represents the main logical entities in the system, such as customer, agent,

sales order, and additional entities. A condition group is defined as a part of the marketing process and is

used later to define the business rules of an offer.

Data sources

Data sources define external Web services that are accessed by RTOM in real time to retrieve additional

required information and are used to populate condition groups at runtime. This information provides

attributes for the selection of personalized real-time offers for specific customers.

2.1.1.1 Features

The RTOM application toolkit operates using the following functions:

Integration manager

Using the integration manager, you can do the following:

o Define, create, and manipulate RTOM events

o Define, create, and manipulate RTOM data sources

o Configure the RTOM landscape, which defines how RTOM connects with external systems

o Define the way that RTOM presents feedback

o Define, create, and manipulate RTOM instances and configure deployment parameters

o Configure recommendation parameters for the detection of offers and the learning of RTOM

For more information, see RTOM Application Toolkit Integration Manager

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Monitoring tools

The monitoring tools include a session viewer and a job log.

For more information, see RTOM Application Toolkit Monitoring Tools.

Business tools

The business tools include a content viewer and a simulator.

For more information, see RTOM Application Toolkit Business Tools.

The RTOM application toolkit is a Web-based application. In your Web browser, enter the URL of the RTOM

application toolkit using the following format: http://<RTOM server name>:<IIS

port>/RTOMAppsToolkitWS/Applications/Login/Default.aspx.

To be able to use the RTOM application toolkit, you must allow pop-ups in the Web browser that will be used to

access the RTOM application toolkit.

2.2 RTOM Application Toolkit Integration Manager

The integration management function of the SAP Real-Time Offer Management (RTOM) application toolkit is

used to add, edit, or remove the events and data sources that are used for generating SAP Real-Time Offer

Management offers.

2.2.1.1 Features

Using the integration manager, you can do the following:

View, edit, and add session events and modify event processing

You can create an event or modify an existing event. An event is an RTOM procedure that is called by another

system and executes a set of actions in the RTOM engine.

For more information, see Working with Real-Time Offer Management Events.

View, edit, and add external data sources

You can edit the definitions of data sources. In the data source definition, you specify the external Web

services that RTOM accesses in real time to retrieve additional information from external systems. Data

sources are used to populate condition groups at runtime. This information provides attributes for the

selection of personalized offers for a specific customer.

For more information, see Working with Real-Time Offer Management Data Sources

Configure the RTOM landscape

You can define how RTOM connects with external systems.

For more information, see Working with Real-Time Offer Management Landscape Configuration.

View and edit feedback form text for products

You can replace the standard RTOM feedback messages with messages that may be more meaningful to your

users.

For more information, see Working with Real-Time Offer Management Feedback.

Configure deployment parameters



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You can create, edit, enable, or disable individual RTOM instances, define the location of shared components,

and define channel integration routers and their server locations.

For more information, see Working with Real-Time Offer Management Deployment Parameters.

Configure recommendation parameters

You can configure channel parameters and data recall parameters that influence the detection of offers and

the learning of the RTOM engine.

Make changed data available to be used by RTOM

When you update events, data sources, feedback messages, and so on, you must publish the changed data

before it can be used by RTOM.

For more information, see Publishing Real-Time Offer Management Updates

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2.2.2 Working with Real-Time Offer Management Events

An event is an SAP Real-Time Offer Management (RTOM) procedure that is called by another system and

executes a set of actions in the RTOM engine. For example, an event could be the start of a telephone call or an

agent logging on to the system. Within the RTOM Application Toolkit - Events view, you can display, create, edit,

copy, and delete events. After you create or edit an event, you have to publish the data to update RTOM with all

changes.

2.2.2.1 Procedure

2.2.2.1.1 Create and Edit

When you choose Create, the application toolkit guides you through a step-by-step event creation process.

Depending on your entries, not all steps are available (the steps that are not available are grayed out).

1. Information

Enter a Name to identify the event.

Enter a channel for the event. The two predefined channels are the Interaction Center (IC) and the Web. The entry

that you choose defines the event types that are available.

All events are based on predefined RTOM event templates. In the Type dropdown list, you can choose one of the

predefined RTOM event templates, which will define the behavior of the event that you are creating. The template

type that you choose defines which of the remaining steps are available.

Example

You can use the update offer status tmpl event template to define an event that will trigger the RTOM

server to update the offer status during the session and to refine the detected offers based on that status update.

You can use the get detection results tmpl event template to define when the RTOM server will send

detection results to your application.

The Description field is optional and you can change it later.

If you set the status of the event to active, the event configuration is loaded to RTOM when the updates are

published (see Publishing Real-Time Offer Management Updates). You can use this option to prevent an

event from being loaded to RTOM before it has been fully validated.

2. Input

In this step, you define the input of the event.

If condition group data is supplied with the event data, select the Condition Groups checkbox and select all

relevant condition groups from the list.

If no condition group data is supplied with the event data, except for the customer identification, do not select the

Condition Groups checkbox. If the event requires RTOM to retrieve condition groups from an external data source,

you can define this in the next step.



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3. Data Source

In this step, you define the data sources from which RTOM retrieves condition group data for the event.

Select the Condition Groups checkbox, select all relevant condition groups, and select the external data source

from the Data Source dropdown list. Note that only one data source is provided for all condition groups, so if you

selected several condition groups, the selected data source should provide information for all of them.

4. Detection

In this step, you define whether RTOM should detect product offers, message offers, or both. For example, a

message offer is a reminder that the customer's birthday is coming soon.

5. Feedback

In this step, you define whether the event should update the offer feedback.

When an IC session ends, a feedback screen is displayed showing all session offers and a default feedback for

each offer prefilled by the session activities.

You can define how the activities will affect the default feedback value. If you configure the RTOM server to update

feedback by product, the default feedback value of all session offers that are linked to this product will be updated

accordingly.

6. Result

In this step, you define the type of detection result the event will produce. The following types of detection results

are available:

o Response on Event

The event caller receives the detection results in the event response. For example, RTOM sends a list of

real-time offers as a response to an event.

o Callback

When the event finishes, it does not contain a detection result that the event caller can use. Instead,

RTOM sends a list of real-time offers to the callback URL when it is ready.

o No Result

RTOM performs the event but returns nothing. The caller event needs to send another event to retrieve

the list of real-time offers when required.

7. Finish

Review the summary of the event details. To correct your entries, choose Previous or to finish, choose Finish.

When you select an existing event and choose Edit, the procedure is the same except that you can edit the fields

of the event.

Note

You cannot edit all of the fields.

2.2.2.1.2 Copy and Delete

To create a copy of an event, select the event and choose Copy. A copy of the event is created with the following

name: Copy of <event name> <date>. To change the name and other details of the event, you can choose

Edit.

To delete an event, select the event and choose Delete.

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2.2.2.1.3 Display

To display a summary of the details of an event, select the event and choose Display.

On the Overview tab page, you can generate a sample XML or XML schema definition (XSD) of the event data.

On the Test tab page, you can enter XML code and check whether it is valid by choosing Test.



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2.2.3 Working with Real-Time Offer Management Data Sources

Data sources are used to define the configuration of external Web services that are used to send and retrieve data

in real time to and from the SAP Real-Time Offer Management (RTOM) system. The data sources are then used to

populate condition groups at runtime (for example, demographic details, marketing information, sales orders, and

other information could be gathered together as a single condition group called Customer).

This information provides attributes for the selection of personalized real-time offers for specific customers.

Within the RTOM Applications Toolkit - Data Sources view, you can display, create, edit, copy, and delete data

sources. After you create or edit a data source, you have to trigger the publishing of the data to update RTOM with

all changes. For more information, see Publishing Real-Time Offer Management Updates.

2.2.3.1 Features

2.2.3.1.1 Create and Edit

Default data sources are delivered for the different solutions that are integrated with RTOM. Default data sources

cannot be deleted. However, you can edit the default data sources and create new ones.

When you choose Create, the RTOM application toolkit opens the Data Source Details view where you can enter

the following details that define the data source:

URL, namespace, and method

Define the exact location of the Web service and the required operation.

User and password

Credentials that are supplied by RTOM to the Web service at runtime (for security).

You can also add the following optional input data:

To define a table of input data, choose Add Table.

To add a line to the table, choose Create.

To remove a line from the input data, choose Delete.

When you select an existing data source and choose Edit, you can edit the data source details. Choose Save to

save your changes.

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2.2.3.1.2 Copy

To create a copy of a data source, select the data source and choose Copy. A copy of the data source is created

with a name with the following format: Copy of <data source name><date>. You can now use Edit to change

the name and other details of the data source.



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2.2.4 Working with Real-Time Offer Management Landscape Configuration

The landscape configuration function defines how SAP Real-Time Offer Management (RTOM) connects with

external systems.

SAP supplies a number of predefined landscape configuration parameters that you can edit to suit your own

requirements.

The following landscape configuration parameters are available:

SAP System Landscape Definition

Registers RTOM in the System Landscape Directory (SLD).

Note

The format of the URL is http://<SLD server>:<port>/sld/ds. The user you provide for the

landscape configuration must have authorization to write data in the SLD.

Retrieve Products Data

If you have not integrated RTOM with marketing in SAP Customer Relationship Management (SAP CRM) and

would like to integrate with product catalog of SAP CRM, you have to configure this parameter to retrieve

product master data from SAP CRM. You use the ROM_PRODUCT Web service.

In addition, the landscape configuration parameters below have to be configured if you have integrated RTOM

with marketing in SAP CRM:

Read Condition Attributes

Sends condition groups from marketing to RTOM.

Read Rule

Reads rules defined in marketing used for product recommendations.

Read Campaign By ID

Reads marketing campaigns by campaign ID.

Read Computed Attribute

Reads computed attributes from data sources.

Read BP Campaigns

Reads marketing campaigns that the business partner is a part of.

Write Publish Job Messages

Reads job messages from data sources.

2.2.4.1 Procedure

To edit one of the predefined landscape configurations, complete the following steps:

1. Select a configuration definition.

2. Choose Edit.

You can associate a URL, user, and password with the landscape configuration.

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Note

When you display a landscape configuration, the password is not displayed.

3. Choose Save.

4. To update RTOM with all changes, choose Publish. For more information, see Publishing Real-Time

Offer Management Updates.



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2.2.5 Working with Real-Time Offer Management Feedback

For each supported language, SAP provides default answers to requests for feedback on SAP Real-Time Offer

Management (RTOM) product offers. These default answers may not always be suitable for your users. You can

choose to display a different answer.

2.2.5.1 Procedure

To change a feedback description, complete the following steps:

1. In the RTOM Application Toolkit - Feedback Description view, select the language that you wish to edit and

choose Edit.

2. Enter the required message descriptions and choose Save.

3. To update RTOM with all changes, choose Publish. For more information, see Publishing Real-Time

Offer Management Updates.

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2.2.6 Working with Real-Time Offer Management Deployment Parameters

One or more instances of SAP Real-Time Offer Management (RTOM) can be installed on one or more servers and

some of the RTOM services of an RTOM instance can be installed on different servers. In the RTOM Application

Toolkit - Deployment Parameters view, you can perform the following tasks:

On the Instances tab page, you can display a list of all RTOM instances in the environment and you can create,

edit, enable, or disable individual RTOM instances.

On the Shared Components tab page, you can configure the location of the experience analyzer server and log

server. Shared components exist only on one server. You can also define the maximum number of concurrent

sessions allowed. The maximum number of concurrent sessions allowed affects other parameters for RTOM,

for example, how often results are analyzed and learning is performed.

On the Channel Integration Routers tab page, you can define a list of integration routers and their server

locations. Channel integration routers are a middle layer between RTOM and the applications with which

RTOM is integrated. They receive the events and route them to the appropriate RTOM instance.

When you finish entering the settings, you have to publish the data to update RTOM with all changes. For more

information, see Publishing Real-Time Offer Management Updates.



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2.2.7 Working with Real-Time Offer Management Recommendation Parameters

Recommendation parameters influence the detection of offers and the learning of SAP Real-Time Offer

Management (RTOM). In the RTOM Application Toolkit - Deployment Parameters view, you can set the following

parameters:

Channel parameters, such as the average number of incoming interactions in 24 hours for a channel

(interaction channel and Web), the average number of active offers in RTOM for a channel, and the number of

days for learning

Data recall parameters, such as the number of customer history interactions, the maximum number of offers

to be recommended, and the maximum number of messages to be recommended

When you finish entering the settings, you have to publish the data to update RTOM with all changes. For more

information, see Publishing Real-Time Offer Management Updatess.

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2.2.8 Publishing Real-Time Offer Management Updates

After creating or editing events, data sources, landscape configuration settings, feedback, deployment, and

recommendation parameters, you have to publish the data to update SAP Real-Time Offer Management (RTOM)

with all changes.

2.2.8.1 Features

In the corresponding views of the RTOM application toolkit, there is a Publish pushbutton. To update RTOM with

all changes, choose Publish in any of the views. Note that events that are in status Inactive will not be published.

Note

The publish operation may take some time and during this time RTOM does not perform offer detection

and does not send detection results. The publish operation stops the RTOM services, loads all new and

updated data, and restarts the RTOM services. Requests sent to RTOM during the downtime do not

receive a response. The requests that arrive after all RTOM services have been restarted will receive a

response.



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2.3 RTOM Application Toolkit Monitoring Tools

The following monitoring tools are available in the SAP Real-Time Offer Management (RTOM) application toolkit:

Session viewer

You can use the session viewer to view information about current sessions. For more information, see

Working with Real-Time Offer Management Session Viewer

Job log

You can use the job log to view the status of executed and planned jobs.

For more information, see Working with the Real-Time Offer Management Job Log

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2.3.1 Working with Real-Time Offer Management Session Viewer

In the RTOM Application Toolkit - Session Viewer view, you can perform the following tasks:

On the Customer Sessions and Agent Sessions tab pages, you can monitor the customer and agent sessions

by instance and channel. To view all active sessions, select contains, leave the text field empty, and choose

Go. While viewing a specific session, you can view all related condition groups and their values. To view the

condition group data in XML format, select the relevant condition group and choose Display.

On the Summary tab page, you can monitor how many condition groups exist per instance, per channel, and

in total.



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2.3.2 Working with the Real-Time Offer Management Job Log

The job log displays both scheduled jobs and jobs that have been executed. For executed jobs, the success or

failure status is also displayed.

The following jobs are shown in the job log:

System Landscape Directory (SLD) jobs

SLD jobs are scheduled as recurrent and send up-to-date data about Real-Time Offer Management (RTOM)

instances, servers, and so on, to the SLD.

Publish jobs from marketing in SAP Customer Relationship Management (SAP CRM) to RTOM (such as

publish condition groups or campaigns)

Note that publish jobs are relevant if you have integrated RTOM with marketing in SAP CRM.

To view a list of scheduled jobs, choose the Scheduled Jobs tab and to view a history of executed jobs, choose the

Job Execution Log tab.

To display the selected job log, select the job type and a range of dates as search criteria and choose Go.

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2.4 RTOM Application Toolkit Business Tools

The following business tools are available in the SAP Real-Time Offer Management (RTOM) application toolkit:

Content viewer

You can use the content viewer to display the definitions (in XML) of Real-Time Offer Management offers and

individual condition groups.

Simulator

The simulator can simulate a runtime event and generate a report on the simulation. The report contains the

detection results for a specific customer. You can therefore use the simulator to display which offers are

suitable for a specific customer and view the detailed reasons for the suitability of the offer for the customer.

You can also save the simulation and its report for later use.

For more information, see Working with the Real-Time Offer Management Simulator.



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2.4.1 Working with the Real-Time Offer Management Simulator

You can use the RTOM Application Toolkit - Simulator view to simulate a runtime event and detection of real-time

offers and messages for a specific customer. You can generate a report for the simulation that contains the

detection results for a specific customer. You can therefore use the simulator to test which real-time offers and

messages are suitable for a specific customer and view the detailed reasons for their suitability. You can also save

the simulation and its report for later use.

It is also possible to save a simulation automatically by recording a session in a real-time environment. For

example, if you have integrated RTOM with SAP for Utilities, you can make settings to record the user sessions in

the Interaction Center. All events in a session that trigger RTOM detection will then be automatically saved and

available in the RTOM Application Toolkit - Simulator view.

Note

When you make the settings to record a particular user's sessions, none of this user's sessions will be

taken into account in the RTOM learning mechanism. You can record user sessions to analyze the

simulation results offline.

2.4.1.1 Activities

To simulate the execution of a runtime event, select a runtime event from the list of available events for simulation

and choose Apply Selection (the available events are based on the start session tmpl that is delivered by

default).

A window opens for the selected event with the following tabs:

Simulation Data

On the Simulation Data tab page, you can view the event structure, enter data, and add items to the event.

Configuration

On the Configuration tab page, more advanced users can add optional information and perform the following

tasks:

o Save the simulation result and enter a name for the saved simulation

o Include a self-test offer

o The self-test offer is the RTOM Demo Offer that is delivered by default. It is predefined to always be

successful. That is, if you choose this option, at least this offer should appear on the simulation report as

passed.

o Include offers that have no active channels

o Set localization settings such as date, time and number formats, and language for the simulation event

o Limit the maximum number of offers to be detected

Once the event and the optional configuration data is complete, you can choose Run Simulation.

Saved Simulations

On the Saved Simulations tab page, all saved simulation results are listed per session.

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To view a saved simulation, select a session and choose Display Events. All events that belong to the selected

session and for which detection was performed are listed. Select an event from the list and choose Display.

Note that when a simulation is saved automatically by recording a session in a real-time environment, all

events for an unidentified business partner are listed per the user that ran the simulation. The business

partner and session are shown as Unidentified.

At the end of the simulation, a simulator report is created. It contains the following sections:

General details

Customer ID and total number of offers and messages.

Product offer detection summary

List of offers and their statuses (passed or failed) and the phase in which each offer failed.

Offers detection report

All test phases and statuses for each offer.

This information is followed by detailed information about the offer simulation.

Messages detection report

Note

Documentation in the SAP Service Marketplace

You can find this document at the following address: http://service.sap.com/instguides


www.sap.com/contactsap

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