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Function documentationClient-Based Groupware Integration

 

Client-based groupware integration enables you to synchronize tasks, appointments, and contacts between Microsoft Outlook or IBM Lotus Notes and SAP CRM. Data can be transferred in both directions or in one direction only.

Prerequisites

Before you can use client-based groupware integration, you need to do the following:

  • As an administrator, install the client groupware integration component on users' PCs, and complete setup and configuration activities, as described in the Client Groupware Integration Installation and Configuration Guide in SAP Service Marketplace at http://service.sap.com/crm-instInformation published on non-SAP site (choose the relevant release and subfolder, for example Installation).

  • As a business user, complete the required preparation activities (see Preparation for Using Client-Based Groupware Integration).

Features

Determination of Relevant Items for Synchronization

The synchronization settings made by the administrator in Customizing influence which items are synchronized. Depending on company policy, business users can be allowed to change some of these settings themselves, as required (see Synchronization Settings for Client-Based Groupware Integration).

Items that have been created, modified, or deleted are relevant for synchronization. Depending on the synchronization direction, an item may or may not be relevant for synchronization.

In addition, the items to be synchronized are filtered by the following parameters:

  • Employee responsible

    • Download from SAP CRM to the groupware client

      Items for which the current user is employee responsible are downloaded. Contacts in SAP CRM without an employee responsible assigned are downloaded to all users.

    • Upload from the groupware client to SAP CRM

      To be uploaded, appointments and tasks in the groupware client must have an employee responsible assigned. Contacts do not require an employee responsible.

  • Category

    The category is only relevant for uploads from the groupware client to SAP CRM

    Only items with the category SAP CRM are synchronized. This category is predefined by SAP. Administrators can use the Business Add-In CRM_GWI_ACTIVITY_REQUEST to create other categories.

Conflict Handling

In cases when an item has been modified in both SAP CRM and the groupware client, a conflict is identified during synchronization. Administrators (and business users, if allowed) can define which items automatically have priority in cases of conflict, or can allow the business user to take a decision about which item version is retained. For more information, see Confirmations and Conflicts.

Relate to SAP CRM Add-In (Microsoft Outlook Only)

The Relate to SAP CRM add-in enables you to the following:

  • Classify an item as relevant to SAP CRM (category SAP CRM) and automatically assign the current user as the employee responsible.

  • Assign an SAP CRM account to an item.

  • Assign an SAP CRM contact to an appointment or task.

  • Assign a related SAP CRM business transaction to an appointment or task.

For more information, see Relate to SAP CRM.

Auto Synchronization

You activate automatic synchronization to schedule regular synchronization at defined intervals. Business users can also trigger synchronization manually at any time from the groupware client, Windows menu, desktop, or from the SAP CRM WebClient UI (under Start of the navigation path Personalize Next navigation step Synchronize End of the navigation path). For tasks and activities, you can also trigger synchronization from the WebClient UI calendar, by clicking Synchronize Activities and Contacts with Groupware.

Synchronization of Attachments (Microsoft Outlook Only)

Attachment to appointments, tasks, and contacts, can be synchronized. For more information, see Attachment Synchronization.

Single Sign-On

You can use single sign-on to allow users to log in once and have access to all systems without being prompted to log on to each of them individually. If you do not use single sign-on, users log on with their SAP CRM user ID and password.

For information about implementing single sign-on, see the Client Groupware Integration Installation and Configuration Guide (see Prerequisites above).

Groupware Integration in Citrix Landscape

As of version 10.29.01 of the client groupware integration component you have the option to run groupware integration in a Citrix landscape.

Working Offline
Network Disconnected Mode

In network disconnected mode, you can still create items in Microsoft Outlook and use the Relate to SAP CRM add-in to assign the employee responsible (the employee responsible is stored the groupware profile). When you reconnect to the network, these items are synchronized.

Microsoft Outlook Offline Mode

In Microsoft Outlook offline mode (no connection to the Microsoft Exchange server) you can still synchronize data with SAP CRM.

Note Note

The following features are not supported:

  • E-mail integration

    SAP CRM offers a separate solution for this, which can run in parallel with client-based groupware integration.

  • Duplicate check for contacts

    No check takes place to determine whether a contact created in the groupware client already exists in SAP CRM.

  • Automatic synchronization for client-based groupware integration using a Citrix landscape

End of the note.