Desktop Connection for SAP CRM
Transcript of Desktop Connection for SAP CRM
Desktop Connection for SAP CRM Professional Edition 2.0 SP02
July 2014
© 2014 SAP AG. All rights reserved. 2
Disclaimer
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Overview
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SAP Desktop Connection for SAP CRM 2.0
Positioning and Overview
• Keeps CRM data in sync
between Microsoft Outlook
and SAP CRM
• Accounts
• Contacts
• Appointments
• Personal Tasks
• E-Mails
• Online and offline access to
key SAP CRM data
• Offers familiar user interface
• Microsoft Outlook add-in
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Need for Desktop Integration
CRM Data and Processes in MS Outlook
Users “live” in Microsoft Outlook
• Require ability to manage a subset of CRM data to support day-to-day tasks
• Manage calendar appointments, accounts, and contacts back to CRM
• Keep data in sync between MS Outlook and SAP CRM
• Get offline access to synchronized CRM data
Partnership with InvisibleCRM
• SAP is teaming up with a new partner called InvisibleCRM
• InvisibleCRM is a provider of technology integrating enterprise applications
with personal user environments
• Desktop Connection for SAP CRM integrates with MS Outlook leveraging
the InvisibleCRM Sync Platform
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Value Proposition
Increased user adoption
Low user training requirements (due to familiar UI)
Offline and online capabilities
Better data quality (users are motivated to update data)
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Scope
New in Professional Edition 2.0 SP02 (July 2014; no separate license)
• Object references (link to other transactions, campaigns, etc.)
• Productivity features for appointments, personal tasks, and e-mails
Outlook: Enterprise Edition 1.0 (Q4 2014) for Outlook and IBM Notes
• Synchronization of opportunities
• Synchronization of leads
• Support of n:m relationships between accounts and contacts
• Multiple text types
• Recurrent appointment simulation
• Possibility to synchronize complete new objects in customer implementations
Scenarios
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Account and Contact Management
Most relevant data of users‘ accounts and contacts in MS Outlook
Easy-to-use MS Outlook screens, enhanced contact screen,
additional account screen
Outlook drop down lists provide values from the CRM Backend
in the language of the MS Outlook user
Allows immediate action upon comprehensive and
up-to-date information
• Create new prospects and contacts (business partners), linking contacts to prospects and
accounts; configuration defines the role of newly created accounts
• Change accounts and contacts leveraging existing CRM authorization (PFCG, ACE)
• Delete accounts and contacts (either in Outlook only or in Outlook and CRM)
Information gets shared with SAP CRM based on
business needs
© 2014 SAP AG. All rights reserved. 10
Accounts – List View and Filter Criteria
Account information available in various views
Accounts get synchronized according to pre-defined filter criteria „My Accounts“
By territories
By employee responsible
My team (colleagues of the same sales org as employee responsible) -> default in the shipped customization package
Productivity features allow you to create new master data records directly from the list, schedule an
appointment, or compose an e-mail for the highlighted record or open accounts directly in CRM Weblient UI
Possibility to search online in SAP CRM (online lookup for accounts and contacts)
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Accounts – Inspector View
Showing account’s most important information synchronized with SAP CRM
Allows the maintenance of address and communication information, notes, attachments and related contacts,
(pick lists available with values replicated from SAP CRM)
Newly created accounts are automatically shared with CRM; locally performed duplicate check on (account
name + city)
Productivity Features allow to:
• Open the Account in CRM WebClient UI
• Schedule a Meeting with Contacts or
Employee Resp.
• Compose an Email to Contacts or
Employee Resp.
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Contacts – List View and Filter Criteria
Contacts get synchronized according to pre-defined filter criteria „My Contacts“
By employee responsible
All contacts of “My Accounts” (with the filter defined for the accounts)
Productivity features allow to open contacts directly in CRM, to create an account, or switch the contact from
CRM to a native Outlook one and vice versa
Contacts are not necessarily shared with SAP CRM (private contacts stay private). Shared and unshared
contacts (both containing CRM data) are indicated with grey or golden icons
Possibility to search online in SAP CRM (Online lookup for accounts and contacts)
© 2014 SAP AG. All rights reserved. 13
Contacts – Inspector View
Showing contact‘s most important Information synchronized with SAP CRM
Allows the maintenance of address and communication information,
notes, attachments, and account relationship
Explicit sharing of contacts with CRM using the share button (locally performed duplicate check)
Share button to synchronize contact with
CRM
Productivity Features allow you to:
• Open the contact in CRM WebClient UI
• Schedule a meeting with contact or
employee resp.
• Compose an e-mail to contact or
employee resp.
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Activity Management
Maintenance of CRM related e-mails, appointments, and
personal tasks directly in Outlook
(Sharing of delegated tasks is not supported)
Easy-to-use known MS Outlook screens with additional section
for CRM specific fields
Outlook dropdown lists provide values from the CRM backend
Allows immediate action upon comprehensive and
up-to-date information
• Create new e-mails, appointments and individual tasks, linking CRM related account, contact
and employee information to these objects
• Change appointments and tasks leveraging existing CRM authorization (PFCG and ACE)
• Delete e-mails, appointments and tasks
• Mapping of CRM transaction types and partner functions in Customizing
Information gets shared with SAP CRM using share button
© 2014 SAP AG. All rights reserved. 15
Appointments – Calendar, List and Filter Criteria
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Appointments get synchronized according to pre-defined filter criteria „My Appointments“
User needs to be a “partner” of the appointment, time frame from last two weeks until today plus two weeks into the future.
Further prerequisite: Appointments need to be calendar relevant (transaction type and partner function in Customizing)
Productivity features allow you to open appointments directly in CRM after the synchronization process
Appointments are shared with SAP CRM (based on individual user decision).
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Appointments – Inspector View
Showing most important CRM information of appointments and partners, incl. main partner (displayed in bold) are derived from the To
field, the contact‘s account relationship, and the sender
Explicit sharing of appointments with CRM using the share button, possibility to link appointment to another CRM object (object reference)
Outlook originated appointment: all individuals displayed in contacts and employees fields are displayed in the Attendees assignment block in
the synchronized appointment in CRM
CRM originated appointment: Shows up as single shared appointments for the internal attendees in Outlook if filter criteria are matching
They are not connected to each other (other attendees are not visible)
Share button to synchronize
appointment with CRM
Main contact and employee
responsible are displayed in
bold
Partner gets displayed in
CRM WebClient UI xxxxxxxxxxx
Context-specific productivity
features
Object reference
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Personal Tasks – List and Filter Criteria
Tasks get synchronized according to pre-defined filter criteria „My Tasks“
The Outlook user must be the employee responsible of the task, the start date is not more than 2 weeks in the future,
the due date is not more than 2 weeks in the past, and the task does not have the status rejected
Productivity features allow you to open tasks directly in CRM after the synchronization process, create new
accounts or contacts directly from the list of tasks
Personal tasks are shared with SAP CRM based on individual user decision, delegated tasks cannot be
shared with CRM
Possibility to search online in SAP CRM (online lookup for accounts and contacts)
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Personal Tasks – Inspector View
Showing task‘s most important CRM information, allows manual maintenance of partner information incl.
main partner (displayed in bold); the owner of the task will be the employee responsible
Explicit sharing of personal tasks with CRM using the share button, delegated tasks to other people cannot
be shared
The task ID will be generated in CRM and is available after the synchronization process and cannot be
changed in Outlook
Possibility to link the personal task to another CRM object (object reference)
Share button to
synchronize personal Task
with CRM
Main contact and employee
responsible are bold
Partner gets displayed in
CRM WebClient UI
Context-specific productivity
features
Object reference
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E-Mails – Inbound and Outbound
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E-mails are shared with SAP CRM based on individual user decision (share button)
Inbound and outbound e-mail scenarios are supported
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E-Mails – Inspector View
Partner information gets derived from the To field when sharing an e-mail
Partners such as contacts or employees can be added without any impact on the recipient list. The main contact (in bold) can
be changed using the context menu
The sender of the e-mail becomes the employee responsible of the e-mail in CRM
The account gets derived from the first contact‘s account relationship
Possibility to link the e-mail to another CRM object (object reference)
an e-mail
Share button to synchronize
e-mail with CRM
Main contact and employee
responsible are bold
Partner gets displayed in
CRM WebClient UI
Context-specific productivity
features
Object reference
xxxxxxxxxxxx
Additional Features
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CRM WebClient UI Access
Click on SAP icon opens the the CRM object in WebClient UI
Feature is only supported if the Outlook client is connected
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Online Lookup (1)
Allows you to directly search accounts and contacts in the CRM backend (user needs to be
online)
Accessible in the CRM specific ribbon control
CRM authorization is taken into consideration
during the search
The sected records can be synchronized, they show up in the list of synchronization
exceptions (Options -> Control Panel -> Synchronization Exceptions)
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Online Lookup (2)
Enter the search string and press „search“
Result gets displayed in list
By clicking on an entry, the account will
be additionally synchronized (pinned)
Information is read-only and a blue pin indicates
the account is not part of standard sychronization
filter criteria
Time until account gets
excluded from
synchronization can be
configued
© 2014 SAP AG. All rights reserved. 25
Object Reference
Listbox shows all possible object types according
to IMG configuration (Object Reference Profile in
Transaction Types -> Basis Settings)
After selecting the object type open the value
help and enter a search string
Synchronization & Conflict Resolution
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Synchronization & Conflict Resolution
Two Ways to Launch Synchronization
Automatic synchronization interval can be maintained
In addition, user can start synchronization manually
Built-In Conflict Resolution
Definition of manual and/or automatic conflict
resolution (on object/field level) is maintained
in customization package and can be adjusted
by customers
Default for master data CRM wins,
for appointment Outlook wins, in case of empty
and non-empty fields, the non-empty field wins
Architecture
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SAP Desktop Connection for SAP CRM is combination of
• Connector (connects to particular backend API via NW Gateway)
• Invisible sync platform
• Customization package (defines business logic, pulled from CRM)
OData API
• Web interface as OData service published by NetWeaver Gateway
SAP Help: SAP NetWeaver Gateway
Open Data Protocol
Desktop Connection for SAP CRM – Architecture Overview
NetWeaver Business Suite Windows OS
SAP CRMOData
API
Invisible CRM
Windows Office Outlook
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Desktop Connection for SAP CRM – Architecture
Desktop Connection for SAP CRM as Add-On Component for CRM 7.0 and Subsequent EhPs
Backend API as OData Service For Requests
Synchronization for accounts, contacts, employee and Appointments (query, create, update, and delete)
User profile related customization package
Perform Security Concept
Authentication and authorization, session security protection, network and communication security
API Service Enhancements
Synchronize customer defined fields
Pre- and post enhancements of query requests
Meta data enhancements (pick lists and fields)
Invisible CRM(MS OutLook)
SAP CRM Server
R
R
NW Gateway Server
R
RFC
Internet Browser(SAP CRM WebClient)
Rhttps
R
NW Gateway ChannelDesktop Connection
for SAP CRMAPI Model and Runtime
CRM ApplicationsRR
https/REST
NW Gateway Hub
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Required Component Versions
The following software components are mandatory for the technical
implementation of Desktop Connection for SAP CRM 2.0
• SAP NetWeaver Gateway 2.0 SP07 and higher – Gateway Business Enablement
and Event Publishing Component IW_BEP on SAP CRM back end server
• SAP NetWeaver Gateway 2.0 SP07 and higher – Gateway Core Component on
NetWeaver Gateway Hub
• ABAP Add-on for the Desktop Connection for SAP CRM on the SAP CRM back-
end server
• Desktop Connection for SAP CRM 2.0 as MS Outlook add-in
Supported MS Outlook Versions
• Outlook 2007
• Outlook 2010
• Outlook 2013
Configuration Customization Package and Backend Customizing
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The Customization Package for Desktop Connection for SAP CRM
• Contains configuration settings for the frontend component (for example, user
interface for additional or enhanced views in MS Outlook, mapping information,
conflict resolution rules, and so on).
• Can be adjusted with a tool called InvisibleStudio (shipped by partner)
• Is part of the Desktop Connection for SAP CRM shipment
• Is a set of XML and JavaScript files
• Pulled from SAP CRM MIME repository in an access sequence defined in
Customizing. The default is as follows: User Dependent Package -> Business Role (user is assigned to) Dependent Package
-> Default Package
Customization Package
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IMG Configuration (1)
For each user, a profile is determined using the same logic that the
customization package is determined by
Basic settings are maintained for the synchronization of business partners
(accounts and contacts), e-mails, appointments, and tasks
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IMG Configuration (2)
Definition of the following:
• Roles downloaded from CRM
• Role used when creating a new
account in Outlook
Definition of the following:
• Transaction types for
appointments and tasks
downloaded from CRM
• Transaction type used when
creating a new appointment or
task in Outlook
• Partner function mapping
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IMG Configuration (3)
Definition of access sequence to determine profile and customization
package
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IMG Configuration (4)
Definition of dummy business partners to be used for unknown appointment
attendees (attendees have no master data record in SAP CRM)
The API is not creating new contacts in SAP CRM for unknown attendees.
Dummy records are used for that purpose and the appointment is saved
(within the transaction-specific address of the partner record, so the dummy
records can be re-used)
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IMG Configuration (5)
Definition of the two transaction types that are used for incoming and
outgoing e-mails
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IMG Configuration (6)
Maintenance of customization packages and their assignment to profiles
Validity of the customization packages to desktop connection versions
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IMG Configuration (7)
BAdIs can be implemented to influence the following:
• Determination of profiles and customization packages
• Filter criteria for the synchronization (default filter criteria described in
chapter „Scenarios“)
• Definition of whether an object has been changed and is relevant for
synchronization
Extensibility
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Extensibility Concept
Filter for My Accounts, My Contacts, and My Appointments
• Standard filter for synchronization of accounts, contacts, appointments, tasks and
e-mails can be adjusted
• BAdI is provided to further Influence the filter mechanism
Additional Fields
• Additional fields (standard and customer specific) can be added to the
synchronization model and to MS Outlook user interface
• Field behavior (for example, mandatory, automatic populating of fields) can be
modified
• Customer specific branding (for example, logos and colors)
Pick Lists
• Pick lists entries can be influenced before and after database access (for example,
to reduce the amount of entries)
First Run Assistant
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First Run Assistant
After installation of Desktop Connection for SAP CRM the add-in shows up in
Outlook besides other installed add-ins
When starting Outlook, the first run assistant is launched. It guides the user
through (1) basic settings, customization package retrieval, and
(2) starts initial synchronization
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First Run Assistant
(1) Basic Settings and Customization Package Retrieval
Logon information of the CRM backend
Connection method can be either direct or
single sign-on based (SAML or X509 Certificates)
Possibility to provide a silent installation
(Parameters do not need to be entered in user dialog)
Customization Package Retrieval
Pulled from CRM server’s MIME repository
Package determination either user-based,
business role-based, or default according to Customizing
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First Run Assistant
Adjustment of the synchronization interval and logging configuration
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First Run Assistant
Possibility to convert existing Outlook contacts into unshared CRM contacts
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First Run Assistant
(2) Start of First Synchronization
Thank you
Further Information:
http://help.sap.com/crmaddons -> Desktop Connection for SAP CRM
http://service.sap.com -> SAP Support Portal -> Release & Upgrade Info -> Installation &
Upgrade Guides -> SAP Business Suite Applications -> SAP CRM Add-Ons -> Desktop
Connection for SAP CRM
© 2014 SAP AG. All rights reserved. 50
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