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SAP Customer Data Cloud and Data Platform Product Overview

<div id="content"><p tabindex="0">The graphic below illustrates the three solutions offered by SAP Customer Data Cloud, CIAM for B2C, CIAM for B2B and Enterprise Consent and Preference Management (ECPM).</p><img style="max-width:900px;max-height:none" class="image 1_1_landscape" title="Overview SAP Customer Data Cloud Solutions – Components of customer Identity Access Management (CIAM) for B2C, B2B and Enterprise Consent and Preference Management" alt="Overview SAP Customer Data Cloud Solutions – Components of customer Identity Access Management (CIAM) for B2C, B2B and Enterprise Consent and Preference Management" src="/service/media/CO_CDC100_01_en-US_media/CO_CDC100_01_en-US_images/CDC.png" tabindex="0"><div class="imageCaption"></div><div class="parentsection"><div class="section"><div tabindex="0"><h3>Additional Information</h3></div><p tabindex="0">We recommend watching the following videos at the beginning of your project.</p><div class="kalturaVideoLessonWrapper"><div aria-label="Watch the video to understand how to collect data using SAP CDC" class="kalturaVideoLessonContainer" data-testid="video" id="1_xz0kugxp"></div></div><p tabindex="0"></p><div class="kalturaVideoLessonWrapper"><div aria-label="Watch the video to get a quick demo for CIAM for B2C" class="kalturaVideoLessonContainer" data-testid="video" id="1_1s2mq1yh"></div></div><p tabindex="0"></p><div class="kalturaVideoLessonWrapper"><div aria-label="Watch the video to get a quick demo for CIAM for B2C" class="kalturaVideoLessonContainer" data-testid="video" id="0_i50dlrlo"></div></div><p tabindex="0"></p><div class="kalturaVideoLessonWrapper"><div aria-label="Watch the video to get a quick demo for CIAM for B2B" class="kalturaVideoLessonContainer" data-testid="video" id="1_qimy52o7"></div></div><p tabindex="0"></p><div class="kalturaVideoLessonWrapper"><div aria-label="Watch the video to get an introduction to SAP ECPM" class="kalturaVideoLessonContainer" data-testid="video" id="1_xbr3niqz"></div></div><p tabindex="0">Many of the topics are available within the <a target="_blank" href="https://support.sap.com/en/product/onboarding-resource-center/customer-data.html">SAP Customer Data Solutions Onboarding Resource Center</a></p></div></div></div>

SAP Customer Data Cloud Product Overview

<div id="content"><p tabindex="0">The SAP Customer Data Platform provides the tools to deliver an improved customer experience, while maintaining the customer’s rights to data privacy. We recommend watching this video at the very beginning of your project.</p><div class="kalturaVideoLessonWrapper"><div aria-label="" class="kalturaVideoLessonContainer" data-testid="video" id=""></div></div><p tabindex="0">This and more topics are available within the <a target="_blank" href="https://support.sap.com/en/product/onboarding-resource-center/customer-data.html">SAP Customer Data Solutions Onboarding Resource Center</a>.</p><div class="parentsection"><div class="section"><div tabindex="0"><h3>Conclusion</h3></div><p tabindex="0">This lesson demonstrates the different topics and resources available for your team as you kick off your project. From a solution overview to specific features so you can leverage all that is available.</p></div></div></div>

SAP Customer Data Platform Product Overview

Cloud Onboarding for SAP Customer Data Cloud and Data Platform

<div><div>In this microlearning video, we’ll focus on user data collection within SAP Customer Data Cloud. <br>We will share best practices on what data to collect in Customer Data Cloud, followed by data collecting tactics and strategies.  <br></div></div>

Collecting User Data in SAP Customer Data Cloud

In this microlearning video, we’ll focus on user data collection within SAP Customer Data Cloud. We will start by sharing best practices on what data to collect in Customer Data Cloud, followed by data collecting tactics and strategies.  User data can come in various types and from different sources, and there are many ways to categorize user datasets. Typically, within Customer Data Cloud, we look at user data sets in four dimensions. User registration data, behavioral related data, first party social data, and system related data. After knowing what user data to capture, it is recommended to design a registration experience that is flexible to meet both business and IT objectives. For this, you can utilize the “registration as a service” feature in Customer Data Cloud. It allows you to gather critical information about users, store user data securely, and leverage it for an enhanced customer experience. With Registration as a service, users can easily establish a full profile through registering via Social Login, or Email and Password.  When collecting user data through registration, it is recommended to think about the following. Essential data sets required at registration. The more you ask for, the greater risk of drop-off. User data to be collected overtime, and Consent Data like terms and conditions, privacy policies, and newsletters. Let’s take a look at some data collecting tactics and strategies. Collecting data from any user is a relationship developing process. It is necessary to cover all relevant touchpoints in the user journey to understand when and how to capture useful data without interrupting the user’s experience.  Using Lite Registration in Customer Data Cloud’s Customer Identity is the simplest way to start creating relationships with users who are not yet ready to create a full account.  Hook users in with tailored newsletters, contests, or promotions for simply providing an email address. When users are ready to fully register, Customer Identity can merge all these subscriptions into one user ID.  Progressive profiling is also a recommended approach when capturing customer data sets, as well as having regular reviews with key business stakeholders. The general process is to assess the current data being captured, assess your data needs roadmap, and break them down into a progressive profiling structure to define when and how to capture additional users’ information.  In practice, there are two types of progressive profiling. Active Profiling, which is based on a set of “conditions” that are met before asking the user a contextual question. For example, asking users directly to sign up for more product updates. And Passive Profiling, which is the capturing of preferences and additional data sets through interaction with content on-site. This commonly includes saving a category, or ‘favoriting’ an item, and setting preferences from within a topic.  Profiling is a user interaction loop that serves for data utilization. The more you know about users, the more you can make personalized offers and interact with them. And the more interactions you have with users, the more profiling you can do.  As we wrap up this Microlearning, here are some key takeaways. Always make it clear to the user why you are asking for personal information. Provide value to the user for sharing their information. Have regular reviews with key stakeholders about data collecting objectives. And have bi-annual ideation sessions to stay innovative against your competitors.

<div><div><div><div><div><div><div><div><div><div><div><div>In this video, you will see a quick demo of SAP Customer Data Cloud’s CIAM for B2C solution.<br></div><div><br></div><div><br></div></div></div></div></div></div></div></div><br></div></div></div></div>

Quick Demo for CIAM for B2C - SAP Customer Data

In this video,  you will see a quick demo of  SAP Customer Data Cloud’s  CIAM for B2C solution.    In the CDC console, we’ll show CIAM for B2C  in three key areas:   Customer Experience,  Security,  and Personalization.     Let’s start with Customer Experience.    A customer visits the CDC Travel Site  and decides, for now,  just to subscribe to a newsletter.   This way, the customer can engage with the site without having to register a full account.   The customer just needs to provide an email  and no password.  This creates a Lite Registered account in CDC.  Later, the customer decides to register for a full account.  This converts the Lite Account  into a Fully Registered account in CDC.   This is a part of the Registration-as-a-Service feature where you can identify and register customers,  while capturing a wide variety of customer data  through customizable registration  and social authentication screens and flows.   The customer can also link its social network  to the CDC account.   Social login increases registration  and drives personal engagement  while simplifying authentication.   CDC supports over 35 social networks.   You can also easily configure  what social identity data you want to get  from social providers.   With Global Access,  you can see here  the name and the email of the user, as well as the data center storing this user data.  If you go further into the profile,  you can also see the data center  for this user here in the user record as well.  Now let’s take a look at Security for CIAM for B2C in the CDC console.    CIAM for B2C Security offers options  for multi-factor authentication,  risk-based authentication  and robust password policies.   These are easily configurable in the CDC console.  The site-group feature facilitates multi-site,  multi-brand administration  and enables single sign-on functionality  that allows a customer to log into one site  and automatically be signed into every site  in the same site group.   Now’s let’s view Personalization  in CIAM for B2C.   Let’s assume the customer goes to the CDC Travel site  and registers as a new user.   You can view this registration data  on the profile page.   Here, you see all the data saved  for the customer including account,  personal, and custom information.   Now the customer wants to update  the frequent flyer number on the travel site.    This field is specific to your business application and there is no such field in the CDC profile.  However, you can create a custom field in the profile and link it to your application.   Custom data is displayed  under the Custom Information section  of the profile page.   With Personalization,  you can transform customer identities  and its associated data into accurate profiles.   Here you can see how additional details are captured in the profile when the customer links a social network  to the CDC account.   The customer’s Facebook account  is linked to the profile while the image is pulled from Facebook.   Now two identities are linked to this profile;   the first is the registered one from the site  and the second is from Facebook.   In order to build rich profiles  and make customer data available,  you need to bidirectionally synchronize this data with other applications,  services or data layers. You can map, transfer, or synchronize your entire customer data set  with all your digital properties  including with third-party applications and services  using IdentitySync,  our powerful extract, transform, and load solution.   You can choose from a list  of pre-built integrations   or configure the integration from scratch  using Dataflow.  You can govern your unified records,  based on account status,  consent records,  and communication preferences.   In the Customer Insights section,  you will get insights into customers’ demographics,  interests,  social behaviors,  revenue-generating activities, and influences.   Leverage customizable filters  to create downloadable consumer segments.   This will help to understand the types of users  interacting with your digital property,  and therefore, provide a better customer experience.   The Reports section reveals digital statistics  to analyze interactions and traffic data.   You can run daily reports to uncover information about new users,   daily login activities,  social media logins, and demographics.   This allows you to rank key influencers  based on properties  and carve out audience segments  based on actual site and application behaviors.   This wraps up our quick demo of CIAM for B2C.   Thank you for watching.

<div><div><p>SAP CIAM for B2B helps to grow businesses by building a strong network of partners and customers at speed and scale. This video is a quick guide to know about CIAM for B2B.</p></div></div>

Introducing SAP CIAM for B2B

Welcome to this quick guide on SAP CIAM for B2B. SAP CIAM for B2B helps to grow businesses by building a strong network of partners and customers at speed and scale. Let's introduce two important abbreviations. We have CIAM, which stands for Customer Identity and Access Management, and PBAC, which stands for Policy Based Access Control. Businesses today engage with a variety of partners to offer and consume products and services. Whether you are a seller, vendor, or buyer in a partnership, it is imperative to build trust with your business partners. Building trust can mean many different things, but it all boils down to delivering on the value promise of the relationship. So how do you build trust with your customers? There are six core business imperatives to consider. High connectivity and speed and efficiency, which are the core principles of digital transformation. creating great customer experience, which requires consumer-grade experiences, personalization at every stage of the customer journey, rapid onboarding of customers and partners, and proactive privacy governance, which is a necessity in highly regulated markets. The business and IT challenges faced with digital customer and partner engagement are slow, complicated, and costly onboarding, poor performance, unmitigated business risk, complexities with legacy IAM, rapid digital growth, and challenges with compliance. In order to overcome these challenges, we need a digital CIAM platform that accelerates, simplifies and protects businesses by delivering highly personalized experiences with progressive identity and profile management, decreasing onboarding times with self-service, organization management and seamless integrations, improving productivity with policy-based access control and delegated administration, reducing complexities and overhead with a single complete CIAM solution that removes data management and integration complexity, and mitigating security and data privacy risks with dynamic authentication, authorization, and consent management. SAP CIAM for B2B platform is the most complete SAAS based digital CIAM solution available with organization management for customers and partners, end-to-end identity lifecycle management for external organizations and their business users, flexible authentication management, policy-based access control, comprehensive consent and preference management, and end-user self-service and delegated administration. Let's briefly go through these features in more detail. Organization management empowers the rapid onboarding of partners, suppliers, and distributors to all digital properties through a governance process that will enable the business to comply across all connected applications. It supports self-registration and provisioning, user onboarding and management, and automatic external organization synchronization with back office systems using an open API architecture. Identity Lifecycle Management reduces friction at the point of registration. It provides consistent omni-channel experiences and authentication from a single location to reduce those complex, on-premise and cloud point-to-point integrations. It supports progressive identity and profiling, seamless integration, and high flexibility of integration. Authentication management provides flexible authentication options that balance security and usability requirements across different usage scenarios. SAP CIAM for B2B offers a centralized policy-based access control solution, or PBAC, with a governance process to secure applications and resources. This helps prevent data leaks and unauthorized access across the entire digital ecosystem. SAP CIAM for B2B provides self-service delegation of the partner organization and user management. This includes out-of-the-box integrations into the DX or digital experience ecosystem to offer a great customer experience foundation such as partner self-registration and delegated administration. And consent and preference management allows you to collect first-party data in a compliant way with an audit-ready consent vault to satisfy regional privacy regulations. This wraps up your quick guide video on SAP CIAM for B2B.

<div><div><div><div><div><div><div><div><div><div><div><div><div>In this video, you will see a demo of how SAP CIAM for B2B can help your business to build trust and manage the transparent relationship with your business partners.</div><div><br></div></div></div></div></div></div></div></div></div></div></div></div></div>Click <a href="https://help.sap.com/doc/221f8f84afef43d29ad37ef2af0c4adf/HP_2.0/en-US/c745227ebf2546898491576de3a9b460.html" rel="nofollow noopener noreferrer" target="_blank">here</a> for more details on Customer Data Cloud trainings.<br>

Demonstrating Basic Processes in CIAM for B2B in SAP Customer Data Cloud

CIAM for B2B - Quick Demo - SAP Customer Data

In this video,  you will see a demo of how SAP CIAM for B2B can help your business to build trust  and manage the transparent relationship with your business partners.   We are going to demonstrate some of the basic processes in B2B,  like organization registration,  delegated administration  and assigning user roles.   For the sake of demonstration,  we are going to use a fake demo company  named My IOT and its business portal site.   MY IOT is a leading supplier of IOT devices  for offices across Europe.  They produce and supply IOT devices that are used on the outside of meeting rooms  to schedule or book meetings.  Their partner organizations are companies that purchase and install these devices.   This demo will show the IT company use case,  but the features are equally relevant for any other industry.   The organizational members are the users of the partner organizations  that do business with My IOT.  One example is Buyers,  organizational members who have been assigned a buyer role.  They need access to the business portal in order to be able to purchase products from My IOT.   Besides the shop asset, buyers can access learning materials, as well.   The other example of an organizational member is a technician,  who may install and configure these devices.   A technician also needs access to the business portal of My IOT,  where he or she can find learning materials and installation guides.   A partner organization that wants to do business with MY IOT  can be registered in one of three possible registration flows.   It can be registered in the backend,  such as in CRM;  it can be managed manually, created by the IT administrator of MY IOT,   or it can be registered directly on the MY IOT business portal.   This process is called self-registration.   Let’s see the self-registration flow.  In the upper right corner, under Account,  the user clicks Register.   The registration form appears,  allowing users to provide information about their company and themselves as an individual.   This is an entry point for an external organization to start to do business with My IOT.   After the registration has been submitted,  the organization must be approved by the IT admin of My IOT company.   The registration approval workflow is happening in the back end  and the result is that users receive an invitation email,  asking them to set up their account.   The IT Admin then navigates to the B2C console of Customer Data Cloud, and clicks Organization Management in the upper left corner.   The admin enters the site on the organization management welcome page.   On the left-hand side, the admin navigates to the organization tab.   This page contains different statuses of different organizations,  like pending requests,  as well as approved or rejected ones.   The admin selects Registration Requests  and clicks Search in order to approve the new organization.   Once the organization has been approved,  the users of a partner company can log in on the MY IOT Business Portal site.   The shop component is a commerce platform,  where the user can log in and make a purchase.  There is an eLearning platform which allows the user to access training materials,  like installation guides and more.  And there is a user administration component which allows members who have been granted a special role  to manage other users from their organization.    Depending on the assigned role,  users see different links on the Business Portal.  In this case, the user sees all 3 portals:  the shop,   eLearning,   and the Administration portal.   This means that the user has been given full access,  or in other words, this user has been assigned as a delegated admin, a special role which can manage other users from their organization.   If the user has been assigned the Buyer role,  he or she can only see the shop and eLearning portal.   Note that all users can see eLearning sites.   When Buyer enters the eLearning portal,  he or she only sees courses categorized as ‘shop’ courses,  in addition to general ones, that are seen by all users.   A technician, for example, does not see any course categorized as ‘shop’  but sees only technical material.   A delegated admin has access to all general and technical courses.   As already mentioned, a delegated admin can access the administration portal.  The intention of this portal is that a delegated admin can manage the members of his or her own organization.   On the left-hand side,  the admin sees all the members of the organization.   He or she can invite new people  and assign them business roles  and add more roles to existing users.   For example, Barbara Buyer member has the Buyer role.   The Admin goes ahead and gives Barbara more access and assigns the role of delegated admin.   Next time she logs in on the MY IOT site,  she will see the Administration portal  as well  and be able to manage the members of her organization.   Thank you for watching!

<div><div>In this quick guide video, we will introduce SAP Customer Data Cloud’s Enterprise Consent and Preference Management Solution, or ECPM.<br><div><br></div></div></div>

Introducing SAP ECPM

In this quick guide video, we will introduce SAP Customer Data Cloud's Enterprise Consent and Preference Management solution, which we will refer to as ECPM. ECPM allows you to build customer relationships based on transparency and control using customer consent and preference management tools. With SAP ECPM, you can give customers more control over their personal data while managing all of your customer consent, preference settings, and data from a central platform. SAP's ECPM solution is built on three core pillars. Consent and Preference Capture, Personal Data Control, and Streamlined Data Management. Let's start with Consent and Preference Capture. With ECPM, you can implement customizable pre-configured workflows allowing you to transparently capture and manage consent and preference data at each touchpoint. Consent Statement Management gives you the tools to manage consent statements like terms of service, privacy policies, and other consent statements, store the version agreed to as well as the time, clearly display to users the terms and policies to which they consented, manage new registration consent, and enforce re-consent after change of terms. ECPM's Communication Preference Management allows you to manage and track your various communication channels and provide customers with the ability to review and control their communication preferences. With these features, you can configure to capture and track communication consent, present clear opt-in and opt-out flows for complying with privacy regulations, including double opt-in confirmation, retrieve users who have opted in and send out notifications, newsletters, and other forms of communication, and offer users one-click unsubscribe. SAP ECPM also offers version control. Maintain consent version control as changes to terms and policies can automatically trigger requests to renew consent. These updates are time and date stamped and stored up to 7 years, and reflect up-to-date consent and preference data on every customer's profile. All consent and preference data is stored in a centralized and secure vault that keeps your business prepared for audits should they occur. The Consent Vault contains a log of interactions between your sites and site users regarding their consent to the processing of their personal data. Access a seven-year consent and preference history to satisfy audits and customer requests. You can also use the Consent Vault to easily view and search the history of all consent objects on your site, for example, by time period, action, or version. Now let's look at the second pillar of ECPM, Personal Data Control. Give customers control through a Self-Service Preference Center to manage all aspects of the relationship with your brands, such as profile information, likes and interests, channels they are contacted through, marketing communication frequency, and more. This Self Service Preference Center helps you address specific regulatory requirements and provides customers with an intuitive portal for managing their data access rights, including the ability to add and modify consent, preference, profile data and account status, withdraw consent for the processing of their personal data, opt out of the sale of their personal data to third parties, request to be forgotten, and view and download their full personal datasets. The third pillar of SAP's ECPM solution is Streamlined Data Management, where you can synchronize consent, preference, and profile data to downstream applications. With the Identity Exchange Suite, you can use IdentitySync, SAP Customer Data Cloud's Data Extract, Transform and Load solution, and GConnectors, which are pre-built integrations with CMS and e-commerce platforms that sync both systems in real-time. Orchestrate your customer profiles using pre-built integrations that help you quickly create bidirectional data flows between various commerce, marketing, sales, and service platforms. With SAP's Enterprise Consent and Preference Management solution, build trust by putting customers in control of their personal data and protect your business by meeting Global Data Privacy and Protection Regulations.