Desktop Connection for SAP CRM Professional Edition 2.0 SP02. July 2014

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1 Desktop Connection for SAP CRM Professional Edition 2.0 SP02 July 2014

2 Disclaimer This document outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, and shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of this document. This limitation shall not apply in cases of intent or gross negligence SAP AG. All rights reserved. 2

3 Overview

4 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 s Online and offline access to key SAP CRM data Offers familiar user interface Microsoft Outlook add-in 2014 SAP AG. All rights reserved. 4

5 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 2014 SAP AG. All rights reserved. 5

6 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) 2014 SAP AG. All rights reserved. 6

7 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 s 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 2014 SAP AG. All rights reserved. 7

8 Scenarios

9 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. 9

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 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) 2014 SAP AG. All rights reserved. 10

11 Accounts Inspector View xxxxxxxxxxx Productivity Features allow to: Open the Account in CRM WebClient UI Schedule a Meeting with Contacts or Employee Resp. Compose an to Contacts or Employee Resp. 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) 2014 SAP AG. All rights reserved. 11

12 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. 12

13 Contacts Inspector View Productivity Features allow you to: Open the contact in CRM WebClient UI Schedule a meeting with contact or employee resp. Compose an to contact or employee resp. Share button to synchronize contact with CRM 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) 2014 SAP AG. All rights reserved. 13

14 Activity Management Maintenance of CRM related s, 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 s, 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 s, 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. 14

15 Appointments Calendar, List and Filter Criteria jjkjk 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) SAP AG. All rights reserved. 15

16 Appointments Inspector View xxxxxxxxxxx Context-specific productivity features Share button to synchronize appointment with CRM Partner gets displayed in CRM WebClient UI Main contact and employee responsible are displayed in bold Object reference 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) 2014 SAP AG. All rights reserved. 16

17 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) 2014 SAP AG. All rights reserved. 17

18 Personal Tasks Inspector View xxxxxxxxxxx Context-specific productivity features Share button to synchronize personal Task with Partner CRM gets displayed in CRM WebClient UI Main contact and employee responsible are bold Object reference xxxxxxxxxxxxxxx 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) 2014 SAP AG. All rights reserved. 18

19 s Inbound and Outbound jjkjk s are shared with SAP CRM based on individual user decision (share button) Inbound and outbound scenarios are supported 2014 SAP AG. All rights reserved. 19

20 s Inspector View xxxxxxxxxxxx Context-specific productivity features Share button to synchronize with CRM Partner gets displayed in CRM WebClient UI Main contact and employee responsible are bold Object reference Partner information gets derived from the To field when sharing an 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 becomes the employee responsible of the in CRM The account gets derived from the first contact s account relationship Possibility to link the to another CRM object (object reference) an SAP AG. All rights reserved. 20

21 Additional Features

22 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 2014 SAP AG. All rights reserved. 22

23 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) 2014 SAP AG. All rights reserved. 23

24 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. 24

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 2014 SAP AG. All rights reserved. 25

26 Synchronization & Conflict Resolution

27 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 2014 SAP AG. All rights reserved. 27

28 Architecture

29 Desktop Connection for SAP CRM Architecture Overview NetWeaver Business Suite Windows OS Invisible CRM SAP CRM R OData API R Internet (Intranet) R Connector Invisible Sync App Logic R Windows Office Outlook 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 2014 SAP AG. All rights reserved. 29

30 Desktop Connection for SAP CRM Architecture R R Internet Browser (SAP CRM WebClient) Invisible CRM (MS OutLook) https R https/rest R SAP CRM Server NW Gateway Server CRM Applications R Desktop Connection for SAP CRM API Model and Runtime R NW Gateway Channel R NW Gateway Hub 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) 2014 SAP AG. All rights reserved. 30 RFC

31 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 backend server Desktop Connection for SAP CRM 2.0 as MS Outlook add-in Supported MS Outlook Versions Outlook 2007 Outlook 2010 Outlook SAP AG. All rights reserved. 31

32 Configuration Customization Package and Backend Customizing

33 Customization Package 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 2014 SAP AG. All rights reserved. 33

34 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), s, appointments, and tasks 2014 SAP AG. All rights reserved. 34

35 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 2014 SAP AG. All rights reserved. 35

36 IMG Configuration (3) Definition of access sequence to determine profile and customization package 2014 SAP AG. All rights reserved. 36

37 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) 2014 SAP AG. All rights reserved. 37

38 IMG Configuration (5) Definition of the two transaction types that are used for incoming and outgoing s 2014 SAP AG. All rights reserved. 38

39 IMG Configuration (6) Maintenance of customization packages and their assignment to profiles Validity of the customization packages to desktop connection versions 2014 SAP AG. All rights reserved. 39

40 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 2014 SAP AG. All rights reserved. 40

41 Extensibility

42 Extensibility Concept Filter for My Accounts, My Contacts, and My Appointments Standard filter for synchronization of accounts, contacts, appointments, tasks and s 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) 2014 SAP AG. All rights reserved. 42

43 First Run Assistant

44 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 2014 SAP AG. All rights reserved. 44

45 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 2014 SAP AG. All rights reserved. 45

46 First Run Assistant Adjustment of the synchronization interval and logging configuration 2014 SAP AG. All rights reserved. 46

47 First Run Assistant Possibility to convert existing Outlook contacts into unshared CRM contacts 2014 SAP AG. All rights reserved. 47

48 First Run Assistant (2) Start of First Synchronization 2014 SAP AG. All rights reserved. 48

49 Thank you Further Information: -> Desktop Connection for SAP CRM -> SAP Support Portal -> Release & Upgrade Info -> Installation & Upgrade Guides -> SAP Business Suite Applications -> SAP CRM Add-Ons -> Desktop Connection for SAP CRM

50 2014 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/vm, z/os, OS/390, zenterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, purescale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the United States and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Systems Incorporated in the United States and other countries. Oracle and Java are registered trademarks of Oracle and its affiliates. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems Inc. HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Apple, App Store, ibooks, ipad, iphone, iphoto, ipod, itunes, Multi-Touch, Objective-C, Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc. IOS is a registered trademark of Cisco Systems Inc. RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered trademarks of Research in Motion Limited. Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc. INTERMEC is a registered trademark of Intermec Technologies Corporation. Wi-Fi is a registered trademark of Wi-Fi Alliance. Bluetooth is a registered trademark of Bluetooth SIG Inc. Motorola is a registered trademark of Motorola Trademark Holdings LLC. Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, ianywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company. Crossgate, EDDY, B2B 360, and B2B 360 Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG SAP AG. All rights reserved. 50

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