SAP CRM 2007 Groupware Integration

- Client based GWI

- One to One Email

Integration

Document

Frequently asked questions

Martin Dauer

Owner

Version Status Start Date History

1.0.07 Final draft July 2007

FAQ for GWI

FAQ Table of Contents

1 2 PRELIMINARY REMARKS .......................................................................................................................... 3 CLIENT-BASED GROUPWARE INTEGRATION....................................................................................... 4 2.1 TECHNICAL QUESTIONS ........................................................................................................................... 4 2.1.1 Customer specific defaults for local properties .............................................................................. 4 2.1.2 Replication of different text or data types ....................................................................................... 4 2.1.3 Custom data sets.............................................................................................................................. 4 2.1.4 Local setting ...................................................................................................................................... 5 2.1.5 Setup package .................................................................................................................................. 5 2.1.6 Different time zones ......................................................................................................................... 5 2.1.7 Multilanguage support of groupware clients ................................................................................... 5 2.1.8 Access Control .................................................................................................................................. 6 2.1.9 Data mapping.................................................................................................................................... 6 2.1.10 Outlook and Lotus notes support ...............................................................................................12 2.1.11 Groupware with mobile sales .....................................................................................................13 2.1.12 Server GWI & Client GWI ...........................................................................................................13 2.1.13 How can I enable the synch from the MS Outlook screen .......................................................13 2.1.14 Customizing .................................................................................................................................14 2.1.15 History Handling ..........................................................................................................................15 2.2 FUNCTIONAL QUESTIONS ........................................................................................................................16 2.2.1 Invitations handling in appointments ..............................................................................................16 2.2.2 Contact linked to multiple accounts................................................................................................17 2.2.3 Remove entry from exception list ...................................................................................................17 2.2.4 Contact versus account synchronization .......................................................................................18 2.2.5 Account identification for Contact transfer from GW to CRM .......................................................18 2.2.6 How are Contact replicates handles when transfering from GW to CRM ...................................19 2.2.7 Support of Attachments...................................................................................................................19 2.2.8 Functional deviations between MS Outlook and Lotus Notes......................................................19 2.2.9 Supported Versions .........................................................................................................................21 2.2.10 Supported objects .......................................................................................................................22 2.2.11 Country identification...................................................................................................................22 2.2.12 Deletion of content in Groupware...............................................................................................23 2.2.13 With Contacts/Activities/TasksEmails ........................................................................................23 2.2.14 Archive / delete in CRM ..............................................................................................................23 2.3 OTHER QUESTIONS ................................................................................................................................25 2.3.1 Detailed information about the client based Groupware Integration............................................25 3 E-MAIL INTEGRATION ...............................................................................................................................26 3.1 DOES SENDING OF EMAIL FROM SAP CRM RESULT IN THE USE OF THE USER'S SIGNATURE IN OUTLOOK/NOTES?..............................................................................................................................................26

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Preliminary remarks

SAP CRM supports customers when integration their Sales processes into groupware platforms by various technical solutions.

CRM Product Mobile Sales since rel. 2.03c

Available solution Client based integration between MSA and Lotus Notes/MS Outlook for replication of activities. This integration can not run parallel to any other integration solution Server-based GWI using a JAVA based Mapbox for bidirectional replication of contacts and activities. Contact replication is supported unidirectional only in CRM 3.1 and when using GWA02 (recommended site type)

CRM Online Release 3.1, 4.0 and 5.0

CRM Online Release 2006s and 2007

Server-based GWI using a JAVA based Mapbox for bidirectional replication of contacts and activities. Contact replication is supported unidirectional only in CRM 3.1 and when using GWA02 (recommended site type) Client based integration between CRM Server and Lotus Notes/MS Outlook for replication of contacts activities. This is a client to server integration scenario.

This document focuses on questions around the client based groupware integration solution (groupware client to CRM server) that customers can use from with SAP CRM 2006s only.

The second part of this document covers most recent questions around One to One Email Integration.

Note: 1. Questions related to server-based groupware Integration are not included in this document. A server specific FAQ document is available. 2. CRM customizing or other integration solutions like server based GWI or DUET are not subject to this document.

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2
2.1
2.1.1

Client-based Groupware Integration

Technical questions
Customer specific defaults for local properties

Question: How does a customer define customer specific defaults and can change them at a later stage after having deployed?

Answer: 1. Customers can default some settings and provide a unique installation package to their users. 2. Future plans are to allow defining theses configuration parameters in a XML file. 3. Settings in a live running system can not be changed from corporate other than fresh install on the client.

2.1.2

Replication of different text or data types

Question: How can a customer define which text types are replicated to groupware? More general, is it possible to customize which project specific customizing is being synchronized (text types, date types,)?

Answer: This function is available from CRM 5.1 SP04 onwards and also available in CRM 5.2 SP00 and later. Older Releases do not support this function.

2.1.3

Custom data sets

Question: How do we handle with custom date sets?

Answer: Currently this is not possible, as we exchange Planned Dates (From Date and To Date) of Activities, and this is hard-coded. Possibly this could be customized in a future release.

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2.1.4

Local setting

Question: Where are the local settings stored? Can the user access the settings when logging in on a colleagues computer? Is it possible to administer multiple local settings on one computer?

Answer: The blueprints of the local settings are saved under HKEY_LOCALMACHINE and with every user starting to use Groupware sync these settings are transferred to HKEY_CURRENT_USER. This allows multiple users to use the same machine but local settings are not reflected when the users logs in to another machine.

2.1.5

Setup package

Question: Where is the setup package located?

Answer: 1. 2. 3. 4. 5. Logon to CRM server Transaction se80 Choose BSP Application Search for CRMCMP_GW_WC Under the folder MIMEs, there is setup.exe

2.1.6

Different time zones

Question: How does the system handle different time zones? E.g. the user normally working in Germany carries his laptop a replicate when being in USA. Answer: It is supported in the synch settings. Time zone information is transferred in addition to any activity to ensure consistency in a global environment.

2.1.7

Multilanguage support of groupware clients

Question: How does the system handle different language versions of the groupware client in a Multilanguage environment? Answer: The long texts are used for mapping titles. There is a basic difference in the way Outlook handles Titles as compared with SAP CRM. In outlook, the Title field is an Editable DDLB -- which means that the user can choose existing titles or add something totally new. But in SAP CRM, the title field is a fixed DDLB, the data for which is setup in customizing. For GW Sync, we pick up the long text from the Outlook Title field 2005 SAP AG Neurottstr. 16 D-69190 Walldorf FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007 Page 5 of 26

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and try to map it to the available list of titles. So if a given title's long text is found on the server, then there will be no issues.

2.1.8

Access Control

Question: Does the replication take authorizations into account? It needs to be sure that GWI uses the same data like the application UI itself.

Answer:

Currently access profiles from CRM are not supported. This is currently in development and will be made available to customers in Q3/Q4 2007

2.1.9

Data mapping

Question: Which data mappings exist? Can SAP provide information on different data mappings?

Answer: 2.1.9.1 MS Outlook Appointments

2.1.9.1.1
Outlook
AllDayEvent Body BusyStatus Categories Class Companies Duration End EntryID Importance isRecurring

Citem
WholeDayFlag Description Transparency Categories EndDate UID

CRM
All Day Flag Notes EndDate EndTime -

LastModification Time Location 2005 SAP AG Neurottstr. 16 D-69190 Walldorf

LastModified Location

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ReminderMinutes BeforeStart ReminderSet Sensitivity Start Subject (Color)

Reminder

Classification StartDate Subject Color

Private Flag StartDate StartTime Description -

2.1.9.1.2

Tasks

Outlook
ActualWork/ TotalWork Body Categories Class Companies Complete DarteCompleted Delegator/ DelegationState DueDate EntryID Importance isRecurring LastModification Time Mileage/ BillingInformation PercentComplete ReminderMinutes BeforeStart ReminderSet Sensitivity StartDate Status Subject

Citem
Description Categories Completed DueDate UID Priority

CRM

Notes -

Status DueDate Priority

LastModified

LastModified

intExtra Reminder

% complete -

Classification StartDate Status Subject

Private Flag Start Date Status Description

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2.1.9.1.3

Contacts Standard fields

Outlook
Anniversary BillingNumber/ Mileage Birthday Body Categories Children Class Companies CompanyName Department FirstName FullName Gender Importance Jobtitle Language LastModificationTime LastName ManagerName MiddleName Private Profession ReferredBy Sensitivity Spouse Suffix Title

Citem
BirthDate Notes Categories Account. CompanyName Department FirstName

CRM
Date of Birth Notes Account Department First Name

JobTitle -

Function -

LastName FirstName Title/ AcademicTitle

Last Name First/Middle Name Title / Academic Title

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2.1.9.1.4

Contacts Address fields

Outlook
-Address -AddressCity -AddressCountry -AddressPostalCode -AddressPostOfficeBox -AddressState -AddressStreet

Citem Business
BusinessAddress/ .City

CRM

City Country ZIP

State Street Region Street / Number

Home
-Address -AddressCity -AddressCountry -AddressPostalCode -AddressPostOfficeBox -AddressState -AddressStreet State Street Region Street / Number HomeAddress/ .City City Country ZIP

2.1.9.1.5
Outlook

Contacts communication lines

Citem Business
WorkPhone WorkFax WorkMobilePhone WorkEmail WebAddress

CRM
Business Phone / Extension Business Fax / Extension Business Mobile Business E-mail Business Web Page

-TelephoneNumber -FaxNumber MobileTelephoneNumber Email1Address -HomePage / WebPage

Home
-TelephoneNumber -FaxNumber Email2Address/ Email3Address PersonalHomePage All other phone numbers HomePhone WorkFax Private Phone / Extension FAX Private Fax / Extension Private E-mail Private Web Page -

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2.1.9.2 2.1.9.2.1

Lotus Notes Appointments

Lotus
AppointmentType Body Categories EndDateTime NoteID Importance Recurring Information LastModified Location $AlarmTime ReminderSet OrgConfidential StartDateTime Subject

Citem
WholeDayFlag Description Categories EndDate UID Priority

CRM
All Day Flag Notes EndDate EndTime Priority

LastModified Location Reminder

LastModified Location -

Classification StartDate Subject

Private Flag StartDate StartTime Description

2.1.9.2.2

Tasks

Lotus
Body Categories CompletedDateTime DueDateTime NoteID Importance Repeats LastModified Alarms OrgConfidential StartDateTime DueState Subject

Citem
Description Categories DueDate UID Priority

CRM
Notes -

DueDate Priority

LastModified intExtra Classification StartDate Status Subject

LastModified % complete Private Flag Start Date Status Description

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2.1.9.2.3

Contacts Standard fields

Lotus
Anniversary Birthday Comment Categories Children CompanyName Department FirstName FullName Jobtitle Location LastModified LastName Manager MiddleName Spouse Suffix Title

Citem
BirthDate Notes Categories Account. CompanyName Department FirstName

CRM
Date of Birth Notes Account Department First Name

JobTitle -

Function -

LastName MiddleName Title/ AcademicTitle

Last Name Middle Name Title / Academic Title

2.1.9.2.4

Contacts Address fields

Lotus
BusinessAddress OfficeCity OfficeCountry OfficeZip OfficeState OfficeStreetAddress

Citem Business
BusinessAddress/ .City

CRM

City Country ZIP

State Street

Region Street / Number

Home
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Zip State Street State Street

ZIP Region Street / Number

2.1.9.2.5
Lotus

Contacts communication lines

Citem Business
WorkPhone WorkFax WorkMobilePhone WorkEmail WebAddress

CRM
Business Phone / Extension Business Fax / Extension Business Mobile Business E-mail Business Web Page

OfficePhoneNumber OfficeFAXPhoneNumber CellPhoneNumber MailAddress WebSite

Home
PhoneNumber HomeFAXPhoneNumber HomePhone WorkFax Private Phone / Extension Private Fax / Extension

2.1.10 Outlook and Lotus notes support

Question: Does the client based groupware Integration support MS Outlook 2007?

Answer: Currently MS Outlook XP and MS Outlook 2003 are supported. Outlook 2007 support is planned for CRM 2007.

Question: Does the client based Groupware Integration support Lotus Notes and what versions are supported?

Answer: Currently Lotus Notes is supported with Version 6.5 and 7.0

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2.1.11 Groupware with mobile sales

Question: Does the Client Groupware Integration work when Mobile Sales is installed?

Answer: The Client based groupware Integration supports this as of CRM 5.2 SP01. The client installable version which supports this in V 3.027

2.1.12 Server GWI & Client GWI

Question: What is the difference between Server GWI & Client GWI?

Answer: There is a separate document that compares the capabilities of the server and client based groupware Integration Packages

2.1.13 How can I enable the synch from the MS Outlook screen

1. Login to the SAP CRM backend 2. Go to transaction smicm 3. Go to the menu option : GoTo

parameters

Display

4. 5. In the Services tab, make a note of the PORT number for HTTPS protocol. In this case it is 44377 6. In the same screen, scroll to the bottom of the screen

7. 8. Copy the host_name_full parameter, in this case it is usai2q6d.wdf.sap.corp 9. Concatenate these two values in the form <server_name>:<port number> a. In this case it is 2005 SAP AG Neurottstr. 16 D-69190 Walldorf FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007 Page 13 of 26

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i. usai2q6d.wdf.sap.corp:44377 10. Now, Open the Sync settings window, as shown below.

11. Enter the concatenated string from the step 9.a.i in the field Server 12. Enter the client value in the field Client 13. Enter the User ID and the Password used to login to the SAP CRM backend 14. These steps are necessary to perform the Sync from within Outlook

2.1.14 Customizing
Question: Where I can find the customization for groupware integration and what is the content of this customization?

Answer:

The customizing is part of the IMG environment. This can be accessed using transaction SPRO in CRM SAP GUI under the link Customer relationship Management based Synchronization CRM Middleware and Related Components Settings for Client

Note: Since on-premise CRM is to be a basis for CRM on-demand, this customizing is also used for CRM on-demand. Moreover default settings are equally valid both for CRM and CRM on-demand.

Here are some of the settings:

Property name DEFAULT_APPT_PROC_TYPE DEFAULT_TASK_PROC_TYPE 2005 SAP AG Neurottstr. 16 D-69190 Walldorf

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REL_NAME_MY_ACCOUNTS REL_NAME_MY_CONTACTS 1. DEFAULT_APPT_PROC_TYPE

CXP001 BUR011

Relation for accounts of interest Relation for contacts of interest

Normally when one creates a new appointment in CRM he can choose a process type in the popup (for example, "Business Activity", or "Meeting"). Since there is no opportunity to ask the user for that during synchronization we have to define a process type to be used by default when creating new appointments. 2. DEFAULT_TASK_PROC_TYPE Similar to appointments. 3. REL_NAME_MY_ACCOUNTS The property contains the name of relation between account and employee which is used to mark accounts relevant for contact synchronization. All the contacts assigned to the accounts that are relevant for current user (employee) are considered for synchronization. Actually through this relation you mark the contacts relevant for synchronization but you may mark only the group of contacts belonging to any account as a whole. 4. REL_NAME_MY_CONTACTS The property contains the name of relation between contact and employee which is used to mark contacts relevant for synchronization. All the contacts having this relation with the current user (employee) are considered for synchronization. On the contrary to REL_NAME_MY_ACCOUNTS this property allows you to mark particular contacts that should be synchronized individually.

2.1.15 History Handling

2.1.15.1 Question: How is the information, which entities were already synchronized stored and where it is stored? History Flat Files

Answer: The history stores the information which entities were already synchronized to which entity on the other side and when the last update occurred. Without this information the link between two entities would be lost, hence both appointments/tasks/contacts would be treated as new entities. Which would mean the data would be doubled. So it is crucial that this information is preserved, even after data loss. As for the standard you will find the history flat files under the following folder: C:\Documents and Settings\<user>\Application Data\MSA Assuming that it is an English operation system (local adaptations otherwise). Within this folder there are up to 3 files storing the history information. They are named as follows: <ProfileName>his<EntityName>.syc Where EntityName in {app,tsk,cont} 2005 SAP AG Neurottstr. 16 D-69190 Walldorf FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007 Page 15 of 26

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Additionally a file storing the date and time of the last synchronization is generated.

2.1.15.2 Question:

History Tables on Server

Is there any backup mechanism for history available with information which entities were already synchronized?

Answer: Because of two reasons we decided to add a backup mechanism for the history information.

1. The first reason was described above, if the flat files are deleted, or the complete compute got corrupted/stolen/lost, the links between the entities would be no more available and hence synchronization would double the data. 2. Second issue is if the user is synchronizing on two (or more) different machines with the same Outlook folder and same CRM system/user. The history information might be stored on the other computer and hence the history information on this machine would be outdated.

Consequently the following process occurs: 1. Load history flat files 2. Ask server whether there are new entries after the last synchronization date stored in the history flat file. If 1. was not successful all data is requested 3. Add history data returned from server to internal collection. This information will be written to local flat file after the synchronization, in case a change occurred.

The history information is stored in the following tables: CRMD_ACT_SYHST - history CRMD_ACT_SYEXC - exception list

2.2
2.2.1

Functional questions
Invitations handling in appointments

Question: How are invitations handled in CRM?

Answer: Currently SAP CRM does not support the handling of invitations using the client based groupware integration. Appointments with multiple attendees are replicated as single appointments for every CRM user. External attendees are not supported.

The replicated appointment in groupware contains the attendee list in the text block for information. 2005 SAP AG Neurottstr. 16 D-69190 Walldorf FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007 Page 16 of 26

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2.2.2

Contact linked to multiple accounts

Question: How are contacts handled that are linked to multiple accounts?

Answer: Only one relationship is supported. The client replication always takes the first Account that is found. Contact relation

2.2.3

Remove entry from exception list

Question: How can the user access the exception list to remove an entry from there?

Answer: Steps to see the exception List temporarily, during the next time Sync is performed 1. Open Outlook. Navigate to the menu Tools Options, and navigate to the tab SAP CRM Calendar Properties as shown below.

2. Click on Options to open up the Synchronization Settings window. Navigate to the Miscellaneous Tab, as shown below. 2005 SAP AG Neurottstr. 16 D-69190 Walldorf FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007 Page 17 of 26

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3. Check the Temporarily Include Exception List Entries. 4. Next time the Synchronization is performed, the entries added to the Exception List will be shown in the Conflict resolution window.

2.2.4

Contact versus account synchronization

Question: How is contact versus different account types synchronized? If synchronization is based on partner function types, which are used?

Answer: 1. Business Partners of type cooperations like accounts are not synchronized 2. Contacts are synchronized including company information like address or communication information. 3. As the replication does not support accounts to date the synch option can only be switched for contacts. The definition for contacts can be different from activities.

Note: currently the application does not rule out if users update accounts in CRM and transferred the corresponding contacts with account data to Groupware.

2.2.5

Account identification for Contact transfer from GW to CRM

Question: When users create a new contact with company information in Groupware and replicates this to CRM. The CRM system searches if an account is already found. Based on which fields is this retrieval working to find the account

Answer: While performing the sync of a new contact created in (Outlook / Lotus) to SAP CRM, before bringing up the Conflict resolution screen, the system send out a Account Search request to the server, picking up the "Company Name" field from Outlook. A wild card search is fired for fetching a list of accounts. For each

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account found the system pick up the addresses also and display all of this in the Conflict resolution screen under the tab "Contacts", in the middle column, which is a dropdown listbox.

Question: How can customers manage that only new contacts can be uploaded to CRM for existing accounts but not along with new accounts? Answer: Today if users are not allowed to create accounts in CRM, the creation of accounts AND contacts from Groupware is blocked. Activities are handled similarly. Currently not supported is the creation of contacts for existing account while blocking for new accounts.

2.2.6

How are Contact replicates handles when transfering from GW to CRM

Question: What are the rules the sync follows to find if a contact already exists when it is newly created in Outlook and synched to CRM? Answer: Currently there is no duplicate check on contacts.

2.2.7

Support of Attachments

Question: Will attachments be supported in future releases as well?

Answer: The transfer of attachments is supported since CRM 5.1 SP04 for contacts, appointments and tasks. This includes the replication to and from MS Outlook only. Regarding file size there is no physical limit in the client based integration. Nevertheless replicating bigger attachments may slow down the replication procedure.

2.2.8

Functional deviations between MS Outlook and Lotus Notes

Question: Are there any differences between functions supported in MS Outlook and Lotus Notes?

Answer: MS Outlook support currently includes three features that are not available in Lotus Notes.

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2.2.8.1

No Attachments for Lotus Notes

Currently the transfer of attachments is not supported with Lotus Notes. This is due to technical issues with the Lotus Notes API that the groupware integration package uses.

2.2.8.2

No local settings available in Lotus Notes UI

When installing the synchronization software for MS Outlook the user can access the local settings by opening the options dialog in the MS Outlook Extras Menu. A new tab labeled with SAP CRM Calendar Properties appears where users can open and maintain the groupware specific options.

This function is not available in the Lotus Notes UI and has to be accessed by using the corresponding link in the SAP CRM WEB UI

2.2.8.3

No synch button available in Lotus Notes UI

When installing the synchronization software for MS Outlook the user can directly start the synchronization process by pressing a specific button in the MS Outlook toolbar.

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This function is not available in the Lotus Notes UI. The user can click the corresponding synchronize button in the SAP CRM WEB UI to start the synchronization procedure.

2.2.9

Supported Versions

Question: What MS Outlook and Lotus Notes Versions are supported for synchronization?

Answer:

See supported versions above in chapter Outlook and Lotus notes support

Lotus Notes 5.i may work at least for appointments and tasks but is no more tested. Due to the high number of different Lotus Notes versions, which of course can not be tested separately, there may be the case that problems occur with one specific sub version of Lotus Notes.

Question: What SAP CRM Versions are supported for groupware integration?

Answer: Currently the following versions are supported: CRM on Demand Wave 1 : Synchronization of appointments and tasks, English and German only Wave 2 : Same for all supported languages Wave 3 : Same as above plus contact synchronization Wave 4 : Addition of attachments 2005 SAP AG Neurottstr. 16 D-69190 Walldorf FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007 Page 21 of 26

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CRM CRM 5.1 SP05 as of CoD Wave4 CRM 5.2 SP00 onwards

2.2.10 Supported objects

Question: What objects are supported by the groupware synchronization?

Answer: The Groupware Synchronization supports the following objects: 2.2.10.1 Groupware Appointments versus CRM Activities

The synchronization maps appointments in Outlook/Notes to activities of class/category appointment in CRM. This does not include occurrences (and exceptions) of meeting series in the Groupware System. Activities in CRM which hold a different category in CRM but appear in the CRM Calendar (based on the Class F- Appointment for appointment and H tasks for Task) will be synchronized to Groupware also, the category will remain after any synchronization (but no recreation) back from the Groupware system.

2.2.10.2

Groupware Tasks versus CRM Activities of type task

The synchronization of a groupware task to CRM will lead to the creation of an activity of category task. All activities with screen type task will be encountered for synchronization from CRM to GW. 2.2.10.3 Groupware Contacts versus CRM Contacts

A contact in the groupware system is mapped to a contact in CRM. A contact in a groupware system is typically a flat object holding a couple of attributes as email1, email2, name, company name, etc. The same data is stored in CRM in a couple of objects as the account and home/business address. Some of these objects are independent of each other and only linked together. So it is possible, that part of the groupware contact is created at the server (e.g. the contact itself, but the account data is missing or due to errors not created. So it is possible that errors occur on every level of the exchange. Error messages which come back from the server are handled differently. If an error is returned at top level, the normal error handling of the synchronization is executed, which means that the contact is marked as not synched. In case there are error messages at lower levels (e.g. only the address could not be created), these messages are collected and shown after the synch only as warning. The contact item itself is marked as synched, because there is no special handling of the different parts of a contact item. The possibility to treat the different areas of a contact separately with own states remains as development request for future implementations.

2.2.11 Country identification

Question: How CRM matches the short or long text of the country from MS Outlook/Lotus Notes?

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Answer: Within CRM the country is a mandatory field. Unfortunately it is not always the case that the country in Outlook / Notes matches the short or long text of the country in CRM. To reach a maximum of uploaded addresses the following processes are triggered:

1. Country field is filled a. Country field matches short text of the country (e.g. DE) b. Country field matches long text of a country in any language (e.g. Deutschland) c. Country field is found in a file countries.txt located in form folder (example see below) d. If there is no such file is available the part for USA as shown below will be checked by code. 2. Country field is empty but required since other address fields are available a. Country specified in the sync customizing is used b. Country of the employee of the logged in user is chosen (if available)

Example for a countries.txt file

[US] United States of America USA United States [DE] Deutschland Bundesrepublik Deutschland BRD DDR

2.2.12 Deletion of content in Groupware 2.2.13 With Contacts/Activities/TasksEmails

Question: How new and deleted entities are identified in groupware and CRM? Does deleting in Outlook/Notes always result in a delete in CRM? The issue would lose of customer history in CRM

2.2.14 Archive / delete in CRM

To my understanding from previous products with Outlook integration, Outlook use to see auto achieve as a "delete" of an appt - does this result in a delete within SAP CRM?

2.2.14.1 Question:

Change detection

How new and deleted entities are identified in groupware and CRM? 2005 SAP AG Neurottstr. 16 D-69190 Walldorf FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007 Page 23 of 26

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Answer: For new and deleted entities the question how they are identified is straight forward. New are all entities which are found either on Groupware side or in CRM, but have no counterpart within the history. If there is counterpart in the history but the entry is missing on one side it must be obviously deleted. In case of appointments it has to be checked first whether the appointment has been moved to a timeslot, which is not in the current timeframe. However, detection of changed objects is not that straight forward and may lead to unwanted results. In general the following rules apply: All entities hold a flag LastModified which is used for the detection of changes. If the LastModified date of the object is newer then the datetime stored in the history, then it must be changed. Please note that this gives no feedback on which attribute the change occurs and whether the changed attribute is actually part of the synchronization. In the Groupware system any reaction to a reminder is typically stored in the object and consequently treated as change leading to a re-synchronization of the appointment / task. A change on a series may be treated as a change on every occurrence and leads to a synchronization of changes on all occurrences in the time frame Related objects as opportunity, Business Partner, Contact person, campaign, etc are actually not part of the change detection process for appointments and tasks. This means if e.g. the status of an opportunity is changed, whilst the activity (which holds a reference to the opportunity) remains unchanged, the activity will not be synchronized to Outlook / Notes. If the attribute of the related object is now displayed together with the appointment in the GW system, it may be not consistent with the actual data in CRM. 2.2.14.1.1 Address Handling for Contacts

The handling of addresses of contacts is not so simple. The way down from the server to the client is quite simple: the data is sent to the client and there overwritten or created. But the way from the client to the server is pretty complicated. There are two main issues: On client side the account data includes only the name and address/phone data. There is no ID stored for the account, so for every synch of this item we have to find the matching account on the server. The business address (and other business related data, like the job title) of the contact is also not linked to an ID. So we have to check for the address on the server also and try to find the existing one. If a contact is created or changed on the client, the following steps are done: If there is only private/home data (home address, home phone, etc), no special handling is necessary. If there are BP related data (account name, work address, work phone & co), a request is sent to the server to get all addresses which are linked to the account name. If the account name is empty a name is built from < + contact name + >. If there is no exact matching account on the server the same is done for accounts where the account name on the client is only part of an account name at the server. The returned list of addresses is now evaluated. If an account name and an address is matching (street and city), this account and address is used. If there is no direct matching, the possible addresses are added to the contact entry at the conflict resolution screen. The user is then able to select one of the combinations of account name and business address via a combo box. Additionally the user can decide that none of the existing entries is correct and choose either an existing account but with the current (new/changed) address from the client system or a complete 2005 SAP AG Neurottstr. 16 D-69190 Walldorf FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007 Page 24 of 26

FAQ for GWI

new account with the new address. In this latter case a new account is created on the server, even if the contact already exists while in the first case only a new address for the account is created and linked to the contact. If the address contains no country information the mechanism from section Error! Reference source not found. Comes into play. If an existing account was chosen, this is used for the contact; the account GUID is sent to the server together with the contact data. If an existing address of an account was chosen, the address GUID is sent to the server also. In all other cases new objects (for account/address) are created on the server. This handling can lead to problems which are not solved yet: If more than one contact is to be synched the first time for the same account (e.g. many contact persons for the same company), there is no way to avoid a multiple creation of the same account. (Except for first uploading just one contact and then do a second synch for the rest of the contacts-now with an existing account on the server. If an existing contact gets a new address on the client and is synched, the system cannot decide, if only this contact has a new address (because perhaps he moved alone to a different office) or if all contacts on the server for this account/address should be moved (because the complete office is moved). Today if a contact has a changed address, this address is created for the account (if not already existing) on the server and only this contact is linked to the new address. It would be fine to be able to decide if all or only this one contact should be moved. The complexity of the issues stated above exceeds the features of a standard combo as used in the conflict resolution screen. Instead we might provide a window which could be opened by a small button instead of the drop down arrow. In this window all possibilities could be provided: the list of accounts and their addresses, decisions with respect to changed addresses and so on. On the other hand this could exceed the abilities of a normal user.

2.3
2.3.1

Other questions
Detailed information about the client based Groupware Integration

Question: Where can I find more detailed information about the client based Groupware Integration?

Answer: No answer available.

2005 SAP AG Neurottstr. 16 D-69190 Walldorf

FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007

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FAQ for GWI

3
3.1

E-Mail Integration
Does sending of email from SAP CRM result in the use of the user's signature in Outlook/Notes?

Still in work

2005 SAP AG Neurottstr. 16 D-69190 Walldorf

FAQ for Groupware Integration Version: 1.0 Document Date: 18-06-2007

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