Contact Synchronization
Contacts store the e-mail address, business/home address, multiple phone numbers, and any other related information for the contact, such as a birthday or anniversary date.
Client groupware integration synchronizes all contacts with the category SAP CRM
between SAP CRM and the groupware client.
Note
There is no duplicate check in SAP CRM for contacts created in the groupware client and synchronized. It is also not possible to search for existing contacts in SAP CRM from the groupware client.
To identify a contact as having been created in the groupware client (to prevent the contact from being downloaded as a duplicate from SAP CRM), you need to make the settings described in SAP Note 1567865
.
Features
Synchronization Settings
The synchronization settings can be used to filter the contacts downloaded to the groupware client. The following settings can be made:
Download contacts for which the business user is employee responsible.
Download all contacts for those accounts for which the user logged-on is employee responsible.
These options are explained in more detail below.
Creation of a Contact in the Groupware Client
In the groupware client, you can create a contact without an account assigned to it. A contact is only created if the contact data fields are filled. A home address is created for the contact if the home address fields are filled.
Modification of a Contact in Microsoft Outlook
Any modification to the contact data in the groupware client is synchronized to SAP CRM. Any modification to the home address creates a new address for the contact in SAP CRM.
CRM Employee Responsible for Contact
Contacts Created in Microsoft Outlook
You can assign yourself as employee responsible using the Relate to SAP CRM
add-in (see Relate to SAP CRM). Once you are assigned as employee responsible, your name
is displayed in the CRM Employee Responsible
pane of the Relate to SAP CRM
add-in. Assigning the category “SAP CRM” does not assign you as the employee responsible. If you have not yet assigned yourself as employee, you are automatically
assigned in Microsoft Outlook and SAP CRM when the contact is synchronized with SAP CRM.
If another person is employee responsible for a contact, their name is displayed in the CRM Employee Responsible
pane. If the contact has no employee responsible, no name is displayed.
Contacts Created in Lotus Notes
When you have categorized a contact as “SAP CRM”, you are assigned as the employee responsible in SAP CRM when synchronization takes place.
Contacts Created in SAP CRM
Contacts in SAP CRM to which the logged-on user is assigned as employee responsible are synchronized to the groupware client of that user if the synchronization setting Download from CRM: Owned Contacts
is active (Synchronization
pane
in the synchronization settings).
Contacts in SAP CRM for which there is no employee responsible assigned are synchronized to the groupware client if both of the following criteria are fulfilled:
The contact is assigned to an account for which the user is employee responsible.
The setting
Download from CRM: Contacts for Accounts Where User Belongs to Account Team
is active in the synchronization settings (Synchronization
pane).In this case, no employee responsible is shown in the
Relate to SAP CRM
add-in in Microsoft Outlook.
Assignment of a Contact to an Account
You can assign a contact created in Microsoft Outlook to an existing SAP CRM account (individual account or corporate account) using the Relate to SAP CRM
add-in. You can also create a new account that is assigned to the contact.
For more information, see Assignment of Accounts to Contacts.
Note
You can only assign a contact to one account. For information about the download of contacts that have multiple accounts assigned in SAP CRM, see Handling of Contacts with Multiple Accounts in SAP CRM.
Deletion of Contacts in the Groupware Client
If a contact that is assigned to an account is deleted in the groupware client it is set as To Be Archived
in SAP CRM after synchronization. Even in the account data the contact status is To Be Archived
.
Contacts for Account Team
You can download all contacts assigned to an account for which you are employee responsible (synchronization setting Download from CRM: Contacts for Accounts Where User Belongs to Account Team
on the Synchronization
pane).
The following example shows the synchronization logic.
You are employee responsible for account A1. Account A1 has many contacts (C1, C2, C3, C4,…, Cx
) assigned to it. All these contacts are downloaded to your groupware client, even if you are not the employee responsible for all the contacts.
In Microsoft Outlook, the user who downloaded contacts C1, C2, C3, C4,…, Cx
as a member of the account team (account A1) cannot change the employee responsible for those contacts in the Relate to SAP CRM
add-in. Any changes to the
contacts C1, C2, C3, C4,…, Cx
in the groupware client can be synchronized with SAP CRM, however, the employee responsible of these contacts remains unchanged, both in SAP CRM and Microsoft Outlook.
If you delete any of the contacts C1, C2, C3, C4,…, Cx
in the groupware client and synchronize with SAP CRM, the deleted contact is set as To Be Archived
in SAP CRM, regardless of whether you are an employee responsible of that contact
or not.
Example
The synchronization option Download from CRM: Contacts for Accounts Where User Belongs to Account Team
is selected.
The user Employee 1 is employee responsible for account A1.
Account A1 has the following contacts assigned to it:
Contact C1: Employee responsible is Employee 1
Contact C2: Employee responsible is Employee 5
Contact C3: No employee responsible
Contact C4: Employee responsible is Employee 3
The result in the groupware client after synchronization is as follows:
Contact |
CRM Employee Responsible |
CRM Account |
|---|---|---|
C1 |
Employee 1 |
A1 |
C2 |
Employee 5 |
A1 |
C3 |
None |
A1 |
C4 |
Employee 3 |
A1 |
If any modifications are made to these contacts in SAP CRM, the contacts are overwritten in the groupware client as per the user settings. If the contacts are modified in the groupware client, the changes are overwritten in SAP CRM as per the user settings and the user is assigned an employee responsible if the contact previously had no employee responsible. However, the employee responsible information is not changed for other contacts. The result in the groupware client after synchronization is as follows:
Contact |
CRM Employee Responsible |
CRM Account |
|---|---|---|
C1 |
Employee 1 |
A1 |
C2 |
Employee 5 |
A1 |
C3 |
Employee 1 |
A1 |
C4 |
Employee 3 |
A1 |
If any of these contacts are deleted or archived in SAP CRM they are deleted in the mail client as per the user settings. If they are deleted in the groupware client, these contacts are set as To Be Archived
in SAP CRM.
Mapping of Fields Between Microsoft Outlook and SAP CRM
Note
You cannot change the predefined field mapping.
Contact Data
Microsoft Outlook |
SAP CRM |
|---|---|
“General” Tab |
|
Full Name Title First Name Middle Name Last Name |
General Data Title First Name Middle Name Last Name |
Phone Numbers Home |
Main Address and Communication Data Phone |
Business Address Home Address Street City State/Province ZIP/Postal Code Country/Region |
“Work Address” Assignment Block “Private Address” Assignment Block Street/House Number City State Postal Code Region |
“Details” Tab Birthday |
General Data Date of Birth |
Contact – Account Relationship Data
Microsoft Outlook |
SAP CRM |
|---|---|
“General” Tab |
|
Company |
Work Account |
Job Title |
Work Addresses Function |
Internet |
Work Addresses |
Internet Web page address |
Work Addresses Website |
Phone Numbers Business Business Fax Mobile |
Work Phone Fax Mobile Work Addresses Phone Fax Mobile |
Addresses Business Street City State/Province ZIP/Postal Code Country/Region |
Work&Work Addresses Address Account Details Street/House Number Postal Code/City Country Region |
“Details” Tab Department |
Work Addresses Department |
Notes |
Notes/Notes |
Notes -> Attachments (attached) |
Attachments |
Relate to SAP CRM -> CRM Employee Responsible |
Relationships |
Mapping of Fields Between Lotus Notes and SAP CRM
Note
You cannot change the predefined field mapping.
Contact Data
Lotus Notes |
SAP CRM |
|---|---|
General Data Title First Middle Last |
General Data Title First Name Middle Name Last Name |
“Personal” Tab / Contact Information Home phone Home fax |
Main Address and Communication Data Phone |
“Personal” Tab / Personal Street City State/Province ZIP/Postal Code Country/Region |
Main Address and Communication Data&Private Addresses Street/House Number City State Postal Code Region |
“Personal” Tab / Contact information Birthday |
General Data Date of Birth |
Contact – Account Relationship Data
Lotus Notes |
SAP CRM |
“Business” Tab / Business Company |
Work Account |
“Business” Tab / Business Job Title |
Work Addresses Function |
General Data |
Work Addresses |
“Business” Tab / Additional business information Web Page |
Work Addresses Website |
“Business” Tab / Contact information Office phone Office fax Cell phone |
Work Phone Fax Mobile Work Addresses Phone Fax Mobile |
“Business” Tab / Business address Street City Zip/Postal Country/Region State/Province |
Work & Work Addresses Address Account Details Street/House Number City State Postal Code Region |
“Business” Tab / Additional business information Department |
Work Addresses Department |
“Business” Tab / Comments |
Notes/Notes |
Not supported |
Attachments |
Not supported |
Relationships |
More Information
For information about address and phone number handling, see: