Desktop Connection for SAP CRM

Desktop Connection for SAP CRM Professional Edition 2.0 SP02

July 2014

© 2014 SAP AG. All rights reserved. 2

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Overview


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


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


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)


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


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


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)


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.

xxxxxxxxxxx


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)


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.


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


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).


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


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)


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


responsible are bold


CRM WebClient UI


features

Object reference

xxxxxxxxxxx

xxxxxxxxxxxxxxx


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


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


responsible are bold


CRM WebClient UI


features

Object reference

xxxxxxxxxxxx

Additional Features


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


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)


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


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


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


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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http://odata.org/


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

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NW Gateway Server

R

RFC

Internet Browser(SAP CRM WebClient)

Rhttps

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NW Gateway ChannelDesktop Connection

for SAP CRMAPI Model and Runtime

CRM ApplicationsRR

https/REST

NW Gateway Hub


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


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


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



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



Definition of access sequence to determine profile and customization

package



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)



Definition of the two transaction types that are used for incoming and

outgoing e-mails



Maintenance of customization packages and their assignment to profiles

Validity of the customization packages to desktop connection versions



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


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


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


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


First Run Assistant

Adjustment of the synchronization interval and logging configuration


First Run Assistant

Possibility to convert existing Outlook contacts into unshared CRM contacts


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

http://help.sap.com/crmaddons

http://service.sap.com/


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