C_C4H63_2411 Questions and Answers

The SAP Customer Data Platform is designed to manage customer data across different levels of organization. A tenant represents an instance of the platform provisioned for anorganization, and within this tenant, multiple workspaces can be created. These workspaces serve as separate environments for development and production purposes. Additionally, a business unit, which is a logical partition within a workspace, can also contain multiple workspaces, allowing for further segmentation and management of customer data within the same organizational unit.

References = This relationship is outlined in the SAP Customer Data Platform documentation available on the SAP Help Portal, which provides comprehensive information on the configuration and management of tenants, workspaces, and business units12.

In the SAP Customer Data Platform, you can create various types of indicators to measure and understand different aspects of customer data and behavior. The types of indicators that can be created are:

Calculated Indicators: These are metrics derived from calculations based on customer data.

Predictive Indicators: These models, also known as predictive indicators, are designed to make predictions based on data patterns and are used for forecasting customer behavior such as churn probabilities or customer lifetime value1.

Activity Indicators: These indicators are created to calculate metrics and gauge the performance of various business areas based on customer activities2.

Segmented and Profile indicators are not listed as types of indicators that can be created in the SAP Customer Data Platform according to the provided resources.

References = The information regarding the types of indicators is supported by the SAP Help Portal and SAP Learning resources, which detail the management of predictive models and the creation of activity indicators within the SAP Customer Data Platform12.

 In the context of the SAP Customer Data Platform, matching rules are critical for accurately merging and linking customer data from various sources. Regarding preconfigured matching rules:

B. The Unified Customer Profile rules can be edited and re-ordered, but not deleted.This flexibility allows organizations to tailor the matchinglogic to their specific needs and priorities while maintaining a core set of rules that ensure consistent and reliable matching across customer data sets.

C. The Unified Customer Profile rules can be edited, re-ordered, and deleted.In some configurations, it's possible to have full control over these rules, including the ability to delete them if they are no longer relevant or if better matching criteria have been established. This level of control supports dynamic and evolving data management strategies, allowing businesses to adapt their matching logic as their understanding of their customer data deepens or as their business requirements change.

These options underscore the platform's flexibility in managing customer data, enabling organizations to fine-tune how individual customer records are identified, merged, and maintained over time.

References:

SAP Customer Data Platform documentation on data matching and merging capabilities.

Best practices for configuring matching rules in the Unified Customer Profile within the SAP Customer Data Platform.

The recommended schema for modeling orders when importing them into the SAP Customer Data Platform is the Activity schema. This schema is designed to contain all potential customer activities, which include orders, service calls, service requests, marketing campaigns, registration, subscription, and more. The ‘Orders’ activity is specifically preconfigured in the Activities schema, and it is made up of nodes that hold activity data such as order ID, currency description, order amount, and tax amount1.

References = The information is based on the SAP Customer Data Platform documentation, particularly the section on the Activity Schema found in the SAP Help Portal1.

 The purpose of the Connector Studio within the SAP Customer Data Platform is to serve as a low-code/no-code solution that enables the creation of integrations between the SAP Customer Data Platform and any REST platform or application. It allows users to create templates for source/destination REST API applications, facilitating the integration process and enabling seamless data flow between different systems.

References = This information is derived from the SAP Help Portal documentation on the Connector Studio, which provides a detailed explanation of its role and capabilities in the context of the SAP Customer Data Platform123.

In the SAP Customer Data Platform, a business unit is defined as the part of a business that is tasked with maintaining continuous business relationships with customers within a specific market. This definition implies that a business unit is not just a segment or a division, but a functional entity within the organization that directly interacts with the customer base. Furthermore, it is important to note that a single business unit can encompass multiple brands, indicating that it can operate across different product lines or service offerings under the broader corporate umbrella. References = This information is corroborated by the SAP Help Portal, which provides a clear definition of a business unit within the context of the SAP Customer Data Platform1.

 The event model in the SAP Customer Data Platform supports various metadata fields to provide information about the event itself. Two of the supported metadata fields are:

Timestamp: This field is used as the original timestamp of the event occurrence. If not defined, the time of event ingestion is used instead.

Deduplication Identifier: This field is assigned for deduplication purposes to prevent the same event from being ingested more than once. If multiple events are sent with the same identifier value in this field, only the first will be ingested.

These metadata fields are crucial for ensuring the accuracy and uniqueness of event data within the platform.

References = The details about the supported metadata fields are found in the SAP Customer Data Platform documentation under the section "Event Metadata"1.

 When making REST calls to the SAP Customer Data Platform, the base URL to be used is https://cdp. .gigya.com/. This URL format is necessary for accessing the various REST APIs provided by the platform, which include functionalities for querying existing customer data, ingesting new data into the system, and auditing admin operations, queries, and customer data updates. References = This information is confirmed by the SAP Help Portal documentation, which provides detailed guidance on using the REST APIs for the SAP Customer Data Platform123.

When using a server application to make API calls to the SAP Customer Data Platform, you can authenticate requests to event listeners by passing a constructed JWT as the bearer token or by using the user key and secret key as parameters. The use of an asymmetric RSA key pair is also mentioned, which is typically involved in the creation of a JWT. However, passing the SSL certificate of the client or a one-time password generated by the REST API endpoint is not specified as a method for authenticating these requests.

References = The information is based on the SAP Customer Data Platform documentation, which details the methods for signing requests to the platform1.

In the context of SAP Customer Data Platform and specifically when dealing with the Unified Customer Profile, handling conflicts during data ingestion is critical for maintaining data integrity and coherence. The possible application identifier conflict policy options are designed to provide flexible handling of such conflicts based on the business requirements.

A. Raise an error and abort the entire ingestion operation:This option is used when the system encounters a conflict with the application identifiers during the ingestion process. The approach here is to prioritize data integrity by stopping the ingestion process if there's any ambiguity or conflict in the identifiers. This ensures that no erroneous data is incorporated into the Unified Customer Profile, maintaining its accuracy and reliability.

C. Create new Customer Profile:When a conflict is detected with application identifiers, another approach is to create a new customer profile. This option is chosen in scenarios where the incoming data is considered to be representing a new customer entity, and therefore, warrants the creation of a new profile to avoid overwriting or merging with existing data inaccurately.

Options B and D are not standard practices within the SAP Customer Data Platform for handling identifier conflicts during data ingestion into the Unified Customer Profile, as they could lead to data duplication or loss, compromising data quality.

References:

SAP Customer Data Cloud documentation on data ingestion and conflict resolution.

SAP help articles and tutorials related to the Unified Customer Profile in the SAP Customer Data Platform.

In the SAP Customer Data Platform, the customer dashboard provides a comprehensive view of individual customer profiles, including their attributes, behaviors, and interactions with the brand. To view the segments a customer profile belongs to:

B. Overview:The "Overview" tab in the customer dashboard is designed to provide a holistic view of the customer profile, which includes the segments the customer is part of. This tab aggregates essential information about the customer, including demographic details, interaction history, and their categorization into various segments based on predefined criteria. This segmentation allows businesses to understand customer preferences and behaviors better, enabling targeted engagement strategies.

The "Overview" tab serves as the central hub for accessing a broad spectrum of customer data, making it an invaluable tool for gaining insights and driving personalized customer experiences.

References:

SAP Customer Data Platform user guide on navigating the customer dashboard.

Tutorials on customer segmentation and profile management within the SAP Customer Data Platform.

To delete a profile from the SAP Customer Data Platform, you need to make an HTTP DELETE REST API call. This call should be directed to the SAP Customer Data Platform’s endpoint with the specific customer ID of the profile you wish to delete. This process is in line with the platform’s capabilities to handle profile data management through API calls, ensuring compliance with data privacy regulations such as GDPR. References = The information is based on the SAP Knowledge Base Article that discusses the deletion or export of a single customer profile on the SAP Customer Data Platform1.

The Overview tab in the customer dashboard of the SAP Customer Data Platform displays a comprehensive view of the customer profile. This includes all the activities associated with the customer, the segments to which the customer belongs, and the processing purposes for which the customer data is used. It provides a clear visual representation of the customer relationship, streamlined from various source applications, with key metrics and performance indicators (KPIs).

References = This information can be found in the SAP Customer Data Platform documentation, specifically within the SAP Help Portal’s section on the Customers Dashboard1.

In the context of the SAP Customer Data Platform, the active processing purpose status for an incoming event is always attached to the event. This status indicates whether the data is allowed to be stored in the system, and which data may be sent out to destination applications. The processing purpose can be dynamic, meaning it is part of the incoming event’s data model and is saved to the customer profile with the status and timestamp data that was sent with the event. This is achieved by mapping the event purpose nodes to the data privacy framework within the platform.

References = The information is based on the SAP Help Portal documentation on Processing Purposes, which details the use cases, core concepts, and data governance enforcement related to processing purposes within the SAP Customer Data Platform1.

To create a processing purpose within the SAP Customer Data Platform, the mandatory steps include:

Processing purpose definition: This is the core step where the actual purpose for processing personal data is defined.

Inbound data governance: This step ensures that the data being ingested into the system complies with the defined processing purposes.

Outbound data governance: This step ensures that the data being sent out of the system adheres to the processing purposes.

These steps are crucial for complying with regional and local regulations, such as GDPR and CCPA, and for applying privacy and trust to the data streaming into and out of the CDP.

References = The information is based on the SAP Customer Data Platform documentation which outlines the process of creating a new processing purpose and configuring inbound and outbound data governance to enforce data governance12.

The Unified Customer Profile within the SAP Customer Data Platform is designed to provide a comprehensive view of the customer by unifying various types of data from multiple sources. This profile type is best suited for scenarios where businesses need to react quickly to specific customer situations, such as late deliveries, to maintain customer satisfaction. By leveraging the Unified Customer Profile, businesses can access all relevant customer information, including activity indicators and segments the customer is part of, which is essential for timely and effective customer service.

References = The explanation aligns with the information provided in the SAP Customer Data Platform documentation, particularly in the sections discussing customer profiles and identity resolution123.

The Unified Customer Profile (UCP) is ideal for this scenario. Here's why:

Consolidated Data: The UCP integrates data from various sources (e.g., CRM, e-commerce, delivery systems) to create a comprehensive, 360-degree view of the customer, including their purchase history and the late delivery event.

Real-time Updates: The UCP can be updated in real-time as new data, like the late delivery information, becomes available.

Actionable Insights: The UCP enables the business to quickly identify affected customers and trigger appropriate actions for service recovery (e.g., personalized apologies, compensation), maintaining customer satisfaction.

References:

SAP Help Portal: Unified Customer Profile in SAP CDP (Find the latest documentation on the SAP Help Portal)

The Audit Search API in the SAP Customer Data Platform offers functionalities centered around auditing and oversight of platform activities. One of the capabilities of this API is:

B. Query Single Activity:This function allows users to retrieve detailed information about specific activities or actions taken within the platform. This can include userinteractions, data processing operations, or system events. The ability to query single activities is crucial for compliance, monitoring, and troubleshooting purposes, enabling administrators to track and audit individual actions for security, compliance, and operational insights.

The Audit Search API's ability to delve into specific activities helps maintain transparency and accountability within the platform, supporting robust governance and compliance strategies.

References:

SAP Customer Data Platform API documentation, specifically focusing on audit and search functionalities.

Technical guides on utilizing the Audit Search API for monitoring and compliance purposes within the SAP Customer Data Platform.

When creating a calculated indicator within the SAP Customer Data Platform, you can utilize attributes from the customer schema such as Events (B), Profile ©, and Activity indicators (D). These attributes can be combined in a mathematical equation to create a new indicator that reflects complex calculations. For example, you can use numeric profile attributes, activity indicators, or activities from the CDP schema to calculate the new indicator, and you can also apply conditions to narrow down the customer profiles to which the calculation will be applied.

References = This information is supported by the SAP Help Portal documentation on creating a calculated activity indicator1 and activity indicator calculation2.

In the SAP Customer Data Platform, when creating a calculated indicator, certain attributes from the customer schema are pivotal for defining complex metrics that provide deeper insights into customer behaviors and preferences. The attributes you can use include:

B. Events:These attributes encompass various customer interactions and behaviors captured as events, such as purchases, website visits, or engagement with marketing campaigns. Events can be used to calculate indicators that reflect customer activity levels, preferences, or engagement patterns.

C. Profile:Profile attributes contain demographic and personal information about the customer, such as age, location, preferences, and more. These attributes can be used in calculated indicators to segment customers, personalize experiences, or predict customer behaviors based on their profiles.

D. Activity indicators:These are metrics or flags derived from customer activities and behaviors, such as frequency of purchases, average transaction value, or recent engagement. Using activity indicators to create calculated indicators allows for the synthesis of complex metrics that can measure customer loyalty, lifetime value, or risk of churn.

By leveraging these attributes, calculated indicators can provide multifaceted insights into customer behavior, preferences, and value, driving more informed business decisions and personalized customer experiences.

References:

SAP Customer Data Platform documentation on creating calculated indicators and using customer schema attributes.

Best practices for leveraging customer data attributes in the SAP Customer Data Platform for advanced analytics and segmentation.

The Activities tab in the customer dashboard of the SAP Customer Data Platform provides users with a visual representation of customer interactions. It includes an activity timeline that displays the customer’s past activities, offering insights into their engagement history. Additionally, it features a customer engagement chart that illustrates the times of day and days of the week when the customer is most active, aiding in understanding the customer’s behavior patterns. References = This explanation is based on the information available in the SAP Help Portal and SAP Learning Journeys, which describe the functionalities of the Activities tab within the customer dashboard12.