SAP Cloud for Customer Outlook Integration

24.01.2022

SAP Cloud for Customer Outlook Integration

Recently SAP Cloud for Customer has received a much-anticipated functionality that integrates it with MS Outlook… and it is rather brilliant.

What does the C4C Outlook integration do?

A logical place to start is by explaining what it does exactly. Therefore, it integrates SAP Cloud for Customer (C4C) with MS Outlook in terms of contacts, accounts, individual customers, e-mail messages, appointments, visits, and tasks. Moreover, it provides the system admin with several options on what exact data should be transferred. There is a physical add-in that can be easily downloaded from a C4C tenant. The integration is two-way and can be adjusted on the tenant to meet specific business criteria. Furthermore, it’s rather intuitive to setup and adjust. Taking advantage of this functionality results in fewer clicks, less errors, and more convenience for the end user. Hence the next question.

Why use it?

For its practicality and efficiency. MS Outlook along with Teams have become, especially in the pandemic, natural tools for business communication. Therefore, why double your efforts by reproducing data in the system after having finished your work in Outlook?  Why not have your contact list extended to all your devices – a phone, car infotainment system or a smartwatch. Thanks to bidirectional integration records are created at your convenience on the “other end” whether it’s the system or Outlook. Perhaps the right question to ask isn’t “Why use it?” but “Why aren’t you using it yet?”. Perhaps it’s the potential setup that frights you? If so, then needlessly. Allow us to explain.

How to set it up?

The required steps include enabling corresponding work centers in the system, provisioning the selected users, and assigning those users profiles and organizations. When organization is set-up properly all further settings can be done remotely by the admin, as well as any later adjustments. To give you an idea how intuitive those settings can be please see the below screenshots. Once all the settings are in place, all that is left to do is enabling automatic synchronization (which can also be triggered manually by the user or system admin).

Synchronization settings
Profile settings

To sum this up, introducing an Outlook add-in by SAP is a response to what is expected by the market today. Business has evolved in how it works and communicates with the customers and no major CRM system should stay behind this trend. Cloud for Customer by SAP surely doesn’t disappoint here.

Just as any other IT project, setting up C4C integration with outlook requires communication with end users to meet their specific business requirements. In Bilot we have the know-how and experience to assist you.

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Blog writer

Przemysław Śliwiński

CX-CE Consultant