C4C Integration with MS Outlook

[Former Member]

Hi,

What will be the best approach to integrate C4C with MS Outlook for replication of activities/tasks etc from C4C to Outlook Calendar?

Can we use HCI for that?

Regards,

Subhasish

[pushkar_ranjan · Accepted solution]

Please evaluate the MS Outlook add-in available with the service offering to fulfill your needs.

The SAP Cloud for Customer Add-In for Microsoft Outlook allows you to exchange information between Microsoft Outlook and SAP Cloud for Customer.

Microsoft Outlook integration supports Microsoft Outlook 2007, Microsoft Outlook 2010, and Microsoft Outlook 2013.

Installing or Updating the Add-In for Microsoft Outlook Integration

Each user who wants to use SAP Cloud for Customer functions from Microsoft Outlook must install the add-in on his or her computer. To update the add-in, follow the same procedure. To download the add-in, you must have administrative rights on the computer.

Caution

To avoid compatibility issues with previous releases, make sure that you have installed the latest version of the add-in.

1.

In SAP Cloud for Customer, choose Download.

2.

Choose the download link for the add-in for Microsoft Outlook.

3.

Install the add-in.

Follow the instructions in the installation wizard.

4.

Restart Microsoft Outlook to activate the add-in.

When you restart Microsoft Outlook SAP Cloud for Customer appears on your Microsoft Outlook screen, either as a separate toolbar (Microsoft Outlook 2007) or as a separate tab in the ribbon (Microsoft Outlook 2010 and Microsoft Outlook 2013).

[Former Member]

Nice topic but ask for something different.

Plases can anyone recommend any piece of content (great would be a video/demo) showing how C4C addresses issues of Companies of the industry Professional Services struggling to solve the well known problem related to the planning of the appointments and to Service Contract Reporting?

[Former Member]

Thanks Chandan.

This shows the sync from Outlook to C4C.Can you please share something on the sync for tasks/appointments from Service tickets in C4C to MS Outlook.

Regards,

Subhasish

[Former Member]

There is no possible synchronisation for service tickets.

My understanding is that tasks (and other supported objects in the Outlook integration via add-in) only gets synchronised when triggered from Outlook. There is no push mechanism for either initial sync or delta sync from C4C. Sorry 😞

[Former Member]

Ok that's what I've noticed

It's weird that SAP didnot think about integration for service ticket

Lots of my customers really need this...

Hope it'd be included for the next releases..

Regards

Rémi

[Former Member]

Is everybody knows something about that ?

We really need this feature.

Thx & regards

Rémi

[Former Member]

Hi Remi

Interestingly - when I select more than one email and then right click - I have a Service request option. I don't get this option when selecting only one email though!

Very strange - perhaps someone from SAP can shed some light on this.

[former_member197801]

Hi Rémi,

my customer has the same issue. They would also need an Outlook integration for C4C service tickets.

According to SAP product management this is not planned for the near future because you have the possibility to send an e-mail directly to the technical service e-mail-address and a ticket is created automatically...

BR

Ulla

[chandansb]

Hello Subhasish,

For more information check the below documentation.

Regards,

Chandan

[pushkar_ranjan]

Adding Appointments for Synchronization

Tip

If you have contact information showing in the SAP Cloud for Customer side pane, you can associate an appointment with an opportunity, lead, or account listed under that contact simply by using drag and drop. The appointment is associated automatically with the lead, opportunity, or account.

If you wish to add an appointment for synchronization and do not have relevant contact information visible in the side pane, proceed as follows:

Note

You can only synchronize appointments for which you are the organizer. If you are a participant, you receive any updates from the organizer's Outlook appointment.

1.

In your calendar in Microsoft Outlook, open an appointment and under SAP Cloud for Customer, choose Add Appointment.

Note

You can add an appointment directly, without opening it, by right-clicking on the appointment in your calendar, and choosing Add Appointment.

Tip

When you create a new appointment, you can synchronize it and send it by choosing Save, Send, and Sync Appointment. This step combines multiple steps, saving you time.

2.

Add a reference to an account, if desired.

3.

Choose Submit.

An appointment activity is created in SAP Cloud for Customer, based on the information in the Microsoft Outlook appointment.

You can open, create, or edit an appointment in SAP Cloud for Customer as well. For more information, see Activities. To synchronize any future changes to the appointment in SAP Cloud for Customer or in Microsoft Outlook, repeat the steps above.

Caution

It is not possible to synchronize recurring appointments.

Tip

If you add or change attendees in an SAP Cloud for Customer appointment, you can send the meeting request as follows:

1.

Ensure that the appointment is synchronized, by repeating the steps above.

2.

Open the appointment in Microsoft Outlook and send the meeting request.

Adding Tasks for Synchronization

Tip

If you have contact information showing in the SAP Cloud for Customer side pane, you can associate a task with an opportunity, lead, or account listed under that contact simply by using drag and drop. The task is associated automatically with the lead, opportunity, or account.

If you wish to add a task for synchronization and do not have relevant contact information visible in the side pane, proceed as follows:

1.

In Microsoft Outlook, open a task in your To-Do List and choose   SAP Cloud for Customer  Add Task .

In the task details, if you enter a name in the Company Name field, it is used as the account name in the system. Simlarly, if you create a task in the system and synchronize it to Microsoft Outlook, the account name appears in the task details as the company name.

2.

Add an account as a reference, if desired.

3.

Choose Submit.

A task activity is created in SAP Cloud for Customer, based on information in the Microsoft Outlook task.

You can open, create, or edit a task in SAP Cloud for Customer as well. For more information, see Activities.

Note

Future tasks and tasks within the last 30 days are sychronized and appear in Microsoft Outlook. Tasks older than 30 days are no longer synchronized.

Note

If you change a task in SAP Cloud for Customer, the changes are automatically synchronized to Microsoft Outlook within five minutes. However, there is no automatic synchronization if you change a task in Microsoft Outlook that has already been synchronized. In this case, open the task in Microsoft Outlook, make your changes, and then choose Add Task to trigger synchronization to SAP Cloud for Customer.

Adding Appointments, Tasks, and E-Mails with Reference

You can add e-mails, appointments, and tasks with reference to any of your SAP Cloud for Customer accounts, opportunities, or leads. In the steps listed below, an e-mail activity is used as an example, but the steps are similar for all activity types.

Tip

If you have contact information showing in the SAP Cloud for Customer side pane, you can associate an e-mail, appointment, or task to an opportunity, lead, or account listed under that contact simply by using drag and drop. The activity is associated automatically with the lead, opportunity, or account.

If you wish to add an e-mail, appointment, or task for synchronization and do not have relevant contact information visible in the side pane, proceed as follows:

To add an activity with reference to an account or campaign, proceed as follows:

1.

In Microsoft Outlook, to synchronize an e-mail to SAP Cloud for Customer, open an e-mail and under SAP Cloud for Customer, choose Add E-Mail.

2.

Choose   Add Reference  Account  or   Add Reference  Campaign .

You can also search for another account and add the e-mail with that account as a reference.

3.

An e-mail activity is created automatically in SAP Cloud for Customer under the account that you chose.

To add an activity with reference to an opportunity or lead, proceed as follows:

Tip

To add a reference to an opportunity or lead, you must first add a reference to an account.

1.

In Microsoft Outlook, to synchronize an e-mail to SAP Cloud for Customer, open an e-mail and under SAP Cloud for Customer, choose Add E-Mail.

2.

Choose   Add Reference  Account .

3.

Add a reference to an opportunity or lead.

When you search for the opportunity or lead, the results list displays the opportunities or leads that are associated with the referenced account.

4.

Select the relevant item from the resulting list.

5.

The e-mail is copied automatically into SAP Cloud for Customer and appears in the opportunity or lead that you selected.

Tip

You can also drag individual e-mails, appointments, or tasks and drop them on an account, lead, or opportunity saved in your shelf to associate the items.

Displaying Synchronized Appointments, Tasks, or E-Mails in SAP Cloud for Customer

1.

In SAP Cloud for Customer, go to Activities.

2.

Choose the Appointments, Tasks, or E-Mails subview.

The appointment, task, or e-mail that you synchronized from Microsoft Outlook appears in SAP Cloud for Customer in theActivities tab.

If you added an account, opportunity, contact, or lead as a reference, it also appears in the item view for that item.