Desktop Connection For SAP CRM, Enterprise Edition 1.0 SP00

Desktop Connection for SAP CRM
Enterprise Edition 1.0 SP00

November 2014
Disclaimer
This document outlines our general product direction and should not be relied on in
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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
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© 2014 SAP SE. All rights reserved. 2

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
• Leads
• Opportunities
• Online and offline access to
key SAP CRM data
• Offers familiar user interface
© 2014 SAP SE. All rights reserved. • Microsoft Outlook add-in 4
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)

Additional enterprise edition scope
Major enhancements in enterprise edition compared to professional edition

• Synchronization of opportunities
• Synchronization of leads
• Support of n:m relationships between accounts and contacts
• Multiple text types for accounts, contacts, appointments, leads, and opportunities
• Synchronization of recurrent appointments from Outlook to CRM
• Possibility to synchronize complete new objects in customer implementations – possibility to
enhance synchronization model by complete new objects, in professional edition only
existing objects can be enhanced

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 accounts and contacts, schedule appointments, compose e-
mails – all related to the selected account in the list; open selected account directly in CRM Weblient UI
Possibility to search online in SAP CRM (online lookup for accounts and contacts)
Accounts – inspector view
Productivity features allow to:

• Open the account in CRM WebClient UI
• Schedule a meeting with contacts or
employee responsible
• Compose an e-mail to contacts or
Support of multiple text types
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:
account name + city (key is configurable)

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) -> default in the shipped customization package
Productivity features allow to create accounts and contacts, open contacts directly in CRM WebClient UI, or
switch an unshared CRM contact 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
Contacts – inspector view
Productivity Features allow you to:

• Open the contact in CRM WebClient UI
• Schedule a meeting with contact or
• Compose an e-mail to contact or
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:
first name + last name + business address city + business e-mail address + account (key is configurable)
Possibility to link contact to multiple accounts with business communication data and address per link
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

• 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
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 WebClient UI after the synchronization
process
Appointments are shared with SAP CRM (based on individual user decision)

Appointments – inspector view
Context-specific productivity
features
Share button to synchronize
appointment with CRM
Partner gets displayed in
CRM WebClient UI
xxxxxxxxxxx
Main contact and employee
responsible are displayed in
bold
Object reference
Allows maintenance of
additional text types
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 in To line, only in the Contacts field)
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 schedule appointments, compose e-mails, create tasks – all related to the
highlighted task in the list; open the selected task in CRM WebClient UI
Personal tasks are shared with SAP CRM based on individual user decision, delegated tasks cannot be
shared with CRM

Personal tasks – inspector view
features
Share button to
synchronize personal Task
with CRM
CRM WebClient UI
xxxxxxxxxxx
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)

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
features
Share button to synchronize
e-mail with CRM
CRM WebClient UI
xxxxxxxxxxxx
responsible are bold
Object reference
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
Lead and Opportunity Management –
enterprise edition only
Most relevant data of leads and opportunities in MS Outlook
Easy-to-use MS Outlook screens for leads and opportunities
Outlook drop down lists provide values from the CRM Backend
in the language of the MS Outlook user

• Create new leads and opportunities, maintaining products, notes, attachments, and parties
involved
• Change leads and opportunities leveraging existing CRM authorization (PFCG, ACE)
• Delete leads and opportunities (will be deleted in CRM as a result!)
Information gets automatically shared with SAP CRM based on

business needs

Leads – list view and filter criteria
Lead information available in various views

Leads get synchronized according to pre-defined filter criteria „My Leads“
 By team (leads of accounts in the user’s sales organization) -> default in the shipped customization package
 By employee responsible (leads of accounts the user is employee responsible)
 By territory (all leads of accounts belonging to the user’s territories)
 Belonging to me (the user has any partner function in the leads)
Validity end date must be later than (today – 5 months), mapping of CRM transaction types for the synchronized
leads in IMG
highlighted lead in the list; open the selected lead in CRM WebClient UI
Leads – inspector view

• Open the lead in CRM WebClient UI
• Create a task linked to the lead
Showing lead’s most important information synchronized with SAP CRM

Allows the maintenance of important header data, products with quantity, parties involved, notes, and
attachments (pick lists available with values replicated from SAP CRM)
Newly created or updated leads are automatically shared with CRM

Opportunities – list view and filter criteria
Opportunity information available in various views

Opportunities get synchronized according to pre-defined filter criteria „My Opportunities“
 By team (opportunities of accounts in the user’s sales organization) -> default in the shipped customization package
 By employee responsible (opportunities of accounts the user is employee responsible)
 By territory (all opportunities of accounts belonging to the user’s territories)
 Belonging to me (the user has any partner function in the opportunities)
Closing date must be later than (today – 5 months), mapping of CRM transaction types for the synchronized
opportunities in IMG
highlighted opportunity in the list; open the selected opportunity in CRM WebClient UI
,© 2014 SAP SE. All rights reserved. 24
Opportunities – inspector view

• Open the opportunity in
CRM WebClient UI
• Create a task linked to the lead
Showing opportunity’s most important information synchronized with SAP CRM

Allows the maintenance of important header data, products with quantity and price, parties involved, notes, and
attachments (pick lists available with values replicated from SAP CRM)
Newly created or updated opportunities are automatically shared with CRM

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 customizing ((Object Reference Profile in
Transactions -> Basis Settings ->
Define Transaction Types)
After selecting the object type open the value

help and enter a search string

Multiple text types – enterprise edition only
Feature is supported for accounts, contacts, appointments, leads, and opportunities
Transaction Types -> Basis Settings)

Possible text types are available in listbox
according to IMG
In the appointment screen the button „Notes“ opens a window to maintain additional
text types

n:m relationship of accounts and contacts –
enterprise edition only
A contact can be linked to several accounts,

business communication data and address
data relate to the link of a contact to an
account.
This data is shown for the main account

displayed in bold
The main account can be changed in the

context menu to see/maintain different
business data

Recurring Outlook appointments (a series of
appointments) – enterprise edition only
In Outlook recurring appointments can be shared with SAP CRM (from organizer or from attendee,
de-duplication works for everyone)
Shared recurring appointments can be updated in Outlook and updates are synchronized with CRM
• If the employee responsible is the organizer, no attendee can update the shared recurring appointment, organizer only
• If the organizer is not an employee, only the employee responsible can update the shared recurring appointment
Recurring appointments are replicated from Outlook to CRM exclusively

The series information is stored in a textual description in iCalendar (iCAL) format
Single occurrence of a recurring appointment series in
MS Outlook
CRM Data is read-only

Appointment template in CRM
Recurring Outlook appointment series is transferred to an activity template in CRM
Activity template is read-only
Has the same transaction type as customized for the creation of new Outlook appointments
Has a start/end date and time, set to the start of the first regular series occurrence
Stores the recurring appointment information for further handling of the recurrence in CRM, but this
information is not visible in the WebClient UI

Single occurrence of a recurring appointment series in
CRM Specific transaction type for recurring appointments can be
used. Advantage: description of transaction type is shown in
the titel of the overview page and indicates an recurring
appointment
In the background in CRM, calendar relevant single appointments are automatically generated out of
the recurring appointment template using the iCal information. The system calculates the finite
number of appointments based on the settings of Days in the Past and Days in the Future in
Customizing for SAP CRM
Data is read-only in CRM
Updating the series in Outlook and synch: In CRM occurrences in the past are not changed, except
for the status and updates during the first 24 hours after creation. For occurrences in the past, the
status is set to Completed if they were not rejected
Synchronization & conflict resolution
Synchronization & conflict resolution
Two ways to launch synchronization

 Automatic synchronization interval can be maintained,
all objects are synchronized in the same process
 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
Desktop Connection for SAP CRM – architecture overview
NetWeaver Business Suite Windows OS
Invisible CRM
Invisible Sync
Connector
App Logic
R R R R
OData Internet Windows Office
SAP CRM API (Intranet) Outlook
SAP Desktop Connection for SAP CRM is combination of

• Connector (connects to particular backend API via NW Gateway)
• invisibleSync 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
R R
Internet Browser Invisible CRM

(SAP CRM WebClient) (MS OutLook)
https R
https/REST R
SAP CRM Server NW Gateway Server
Desktop Connection
CRM Applications for SAP CRM NW Gateway Channel NW Gateway Hub
R API Model and Runtime R R
RFC
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)
Required component versions
The following software components are mandatory for the technical

implementation of Desktop Connection for SAP CRM, professional edition 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
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, can be
requested per e-mail: sap.istudio@invisiblecrm.com )
• 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

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, tasks, leads and
opportunities

Definition of the following:
• Roles downloaded from CRM
• Role used when creating a new

account in Outlook
• 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 the following in

both views:
• Transaction types downloaded

from CRM
• Transaction type used when

creating a new account in
Outlook

Definition of the assignment of profiles to business roles and users.

Definition of the default profile. The access sequence is maintained in
the node Define Assignment Type.

Definition of access sequence to determine profile and customization

package.
In the delivered customizing it is according to

User -> Business Role -> Default

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.
Partner function mapping is not necessary because CRM UI provides only

three fields account, contact, and employee responsible. The partner
function of the corresponding function categories is used (per partner
determination procedure only one partner function is allowed per function
category).

• Business Partner text types to

be synchronized between CRM
and Desktop Connection
• Text types of business

transactions to be synchronized
between CRM and Desktop
Connection
• The feature of multiple notes is

supported with the business
transactions of appointments,
leads and opportunities

Maintenance of customization packages and its profile assignments
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
• Notes synchronization
• Extraction of the iCalendar format

• Mapping of iCalendar time zones to SAP
CRM system time zones

• Number of days in the past/future for
which occurrences are to be created in
SAP CRM
• Number of days for which a user has to be

inactive to stop generation of occurrences
• Technical user who is authorized to end

the recurring appointments for users who
no longer exist/authorized

• In the column Trans.Type for Recurring Appt. select a transaction type for a recurring appointment occurrence
• You can only use the input help to select transaction types for recurring appointments, which have the same
partner determination procedure, status profile and transaction category as the appointment transaction type
selected
• If you have not created a separate transaction type for the recurring appointment, do not make an entry in the
column Trans.Type for Recurring Appt. In this situation, the appointment transaction type is used to create
recurring appointments in your groupware solution
• However, we recommend to create a separate transaction type for recurring appointments (e.g. type RECC). To
do so, copy the transaction type used to create appointments in the groupware solution and give it a suitable
name. Set the flag Blocked for Online Maintenance, so that the user is not able to choose this recurring
transaction type for new appointments in CRM. The benefit of using your own name for recurring appointments
is that this is displayed in the header title of the appointment overview page in the WebClient UI
• The benefit of copying this is that this means that both appointment types have the same partner determination
procedure, status profile and transaction category

IMG configuration (13) Example – Transaction type APPT for creation,
with assigned transaction type RECC for recurring appointments
Overview
MS Outlook CRM
iCAL page title
New shared
Template
series
APPT APPT
- Shared -
Customizing Synchronization Timeline

Recurring Appointment
RECC
APPT
- Shared -
RECC Recurring Appointment
APPT
- Shared -
APPT
- Shared -
APPT
- Shared -
APPT
- Shared -
APPT

Extensibility
Extensibility Concept
Filter for My Accounts, My Contacts, and My Appointments

• Standard filter for synchronization of accounts, contacts, appointments, tasks, e-
mails, leads, and opportunities can be adjusted
• BAdI is provided to further influence the filter mechanism
Additional fields and additional synchronization objects

• 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)
• Complete new CRM objects can be enabled for synchronization (custom level)
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://wiki.scn.sap.com/wiki/display/CRM/Desktop+Connection+for+SAP+CRM
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Desktop Connection for SAP CRM

Enterprise Edition 1.0 SP00

© 2014 SAP SE. All rights reserved. 2

• Keeps CRM data in sync

Users “live” in Microsoft Outlook

Partnership with invisibleCRM

© 2014 SAP SE. All rights reserved. 5

 Increased user adoption

 Offline and online capabilities

 Better data quality (users are motivated to update data)

© 2014 SAP SE. All rights reserved. 6

Major enhancements in enterprise edition compared to professional edition

© 2014 SAP SE. All rights reserved. 7

Most relevant data of users‘ accounts and contacts in MS Outlook

Easy-to-use MS Outlook screens, enhanced contact screen,

Allows immediate action upon comprehensive and

Information gets shared with SAP CRM based on

© 2014 SAP SE. All rights reserved. 9

Account information available in various views

Productivity features allow to:

Support of multiple text types

Showing account’s most important information synchronized with SAP CRM

© 2014 SAP SE. All rights reserved. 11

Contacts get synchronized according to pre-defined filter criteria „My Contacts“

Productivity Features allow you to:

Share button to synchronize contact with

Support of multiple text types

Showing contact‘s most important Information synchronized with SAP CRM

Maintenance of CRM related e-mails, appointments, and

Easy-to-use known MS Outlook screens with additional section

Outlook dropdown lists provide values from the CRM backend

Allows immediate action upon comprehensive and

Information gets shared with SAP CRM using share button

© 2014 SAP SE. All rights reserved. 14

Appointments get synchronized according to pre-defined filter criteria „My Appointments“

© 2014 SAP SE. All rights reserved. 15

Tasks get synchronized according to pre-defined filter criteria „My Tasks“

© 2014 SAP SE. All rights reserved. 17

© 2014 SAP SE. All rights reserved. 18

© 2014 SAP SE. All rights reserved. 19

Most relevant data of leads and opportunities in MS Outlook

Easy-to-use MS Outlook screens for leads and opportunities

Allows immediate action upon comprehensive and

Information gets automatically shared with SAP CRM based on

© 2014 SAP SE. All rights reserved. 21

Lead information available in various views

Productivity features allow to:

Showing lead’s most important information synchronized with SAP CRM

© 2014 SAP SE. All rights reserved. 23

Opportunity information available in various views

Productivity features allow to:

Showing opportunity’s most important information synchronized with SAP CRM

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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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Accessible in the CRM specific ribbon control

CRM authorization is taken into consideration

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Enter the search string and press „search“

Result gets displayed in list

By clicking on an entry, the account will

Information is read-only and a blue pin indicates