Integration of CRM Calendar with Groupware Calendar 

Use

You can integrate CRM Activity Management with groupware applications, that is, Microsoft Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM calendar and your own groupware calendar. Data exchange is two-way, enabling you to call up activities and their data, such as date, time, location and business partners involved, which you have maintained in the CRM system, in your own office management system, and vice versa. This allows you to work more quickly and effectively, because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks.

 

Integration

Specifics of CRM Enterprise

 

 

CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+.

When you create or change a business activity or task in CRM Activity Management, it is saved in the database as a messaging business document (Bdoc), and then sent to Middleware. Middleware calls adapters, and sends the activity to the map box. The business activity is then converted to iCalendar format, making it compatible with groupware applications.

Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background, without having to be triggered by the user.

 

Specifics of CRM Mobile

Groupware integration with CRM Mobile is client-based, meaning data exchange has to be triggered by the user. For more information on groupware integration in CRM Mobile, see Microsoft Outlook Integration and Lotus Notes Integration.

 

 

Prerequisites

Specifics of CRM Enterprise

 

 

In order to integrate groupware with CRM Enterprise, you need to download all business partners from the CRM system into groupware systems, for example, in a public folder such as the groupware address book. For further information on how to download business partners, see the Groupware Integration Setup and Load Guide. Here, you will also find a list of further settings you need to make in the Middleware before you can use groupware integration.

Note that business partner relationships and structures cannot be reflected in groupware.

 

Once you have carried out the required steps in the Middleware, you then need to map basic activity information to the corresponding fields in groupware, in order that the two systems can communicate. For further information on what you need to do, and how the mapping tables work, see Mapping the CRM Calendar with Groupware Calendars.

 

Specifics of CRM Mobile

For more information on the necessary settings for groupware integration with CRM Mobile, see Synchronization Settings.