Dialogue Cloud

Additional configuration CRM Service for SAP C4C

Note Additional CRM connector license required per data source.

Introduction

Below the optional configuration you can do to the CRM Service for SAP C4C.

 

PluginAttributes

This list contains the items which are shown to the user in the Web Agent and ID’s used to identity unique entities. All items are grouped by the Category.

Note Only modify this list if you want to deviate from the default PluginAttributes. See Predefined PluginAttributes for the defaults and how to override these defaults.

 

The PluginAttributes list contains the following columns:

Column

Meaning

DisplayName

Name of the property shown in the Web Agent.

SystemName

Must be the SAP specific entity attribute. This setting is used to select a specific field value from API calls.

ShowOnExtensionWindow

Indicate that the property is visible in the Web Agent. The main reasons to set this to ‘No’ and still configure it as an item is when the property should not be shown, but is used in a Hyperlink or it’s an ID.

Order

The order in which the property is to be shown.

Important: counting must restart for each Category.

FieldType

Zero or more field types, these are covered per Category later on.

Hyperlink

Make the property clickable with the Hyperlink specified. It is possible to include the value of a property in the Hyperlink. This is done by putting the value of a SystemName property in square brackets in the Hyperlink. For example if there is a property with the SystemName ‘Example’, then the URL becomes: http://www.example.com/?queryString=[Example]

OpenAutomatically

Ignored by the CrmService.

Category

The Category for this item.

ShowOnToast

Can be used to force the inclusion of the attribute in the query.

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

Note ContactSearch will fall back to Contact if no items are supplied for the ContactSearch category. The same rule applies to Lead, LeadSearch, Case and CaseSearch. Only Contact is mandatory to have items.

 

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

Field type

Description

Id

This field type in combination with a value in the Hyperlink column, will be shown as CRM link.

Name

The name of the contact which will be shown as the contact’s title.

PhoneNumber

Column may contain a phone number.

SipAddress

Column may contain a SIP-address.

Email

Column may contain an e-mail address.

Date

Column contains a date (and time).

Search

Column is searchable. This type should be set for each column containing a PhoneNumber, Email or SipAddress to search for a contact match. This type will also mark a field as a search option if no ContactSearch items are configured.

 

ContactSearch

This category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type. The column containing the values to verify the identity of the caller, e.g. a zip code, must have the field type Verify.

 

Lead and LeadSearch

See Contact with regards to Lead and ContactSearch for LeadSearch.

 

Case

Note Only contacts can have cases.

The DisplayNames in this category are fixed. The following items are supported:

DisplayName

Description

Title

Multiple items can have this DisplayName. Must have the Name field type.

Description

Only a single item is allowed to have this DisplayName.

Date

Must have the Date field type to be used.

Status

The case status including the case status colors. The values must match the CaseStatus setting. Add field type FormattedValue to obtain the display name of this property.

It is also possible to add a ID field type to an ID item or any of the other items. The ID field type in combination with a URL in the Hyperlink column will be shown as a CRM link for each case.

 

CaseSearch

These must have the same items as the Case category. The difference here is that items may have the Search field type.

 

PluginSettings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. The following optional settings can be added:

    Note : All plugin settings for the CrmService must have the Scope set to CrmService.

     

    Setting

    Value

    Scope

    ShowStatus

    Show what kind of contact is calling. Can be a Contact, Lead or Unknown. Default True.

    CrmService

    DefaultPhoneNumberRegion

    Iso 3166 alpha-2 code. Default ZZ.

    CrmService

    PhoneNumberFormat

    The format used when searching the CRM when a call comes in. There are four values:

    1. E164: e.g. +0012345678. See “The International Public Telecommunication Number Plan”.

    2. International: e.g. +1 206-555-1234. Based on the E.123 International format.

    3. Rfc3966: e.g. tel:+1-206-555-1234. See “The tel URI for Telephone Numbers”.

    4. Wildcard: do a wildcard search. Default.

    Currently only the Wildcard format is supported. SAP applies an internal formatting to phone number fields which makes it difficult to apply any of the other formats.

    CrmService

    BaseContactQuery

    ContactCollection?$select={0}&$format=json&$filter={1}&$top=100

    $format=json is mandatory.

    By default 'query' returns 100 of max result count.

    CrmService

    BaseLeadQuery

    LeadCollection?$select={0}&$format=json&$filter={1}&top=100

    $format=json is mandatory.

    By default 'query' returns 100 of max result count.

    CrmService

    ContactImageEndpoint

    ContactCollection('{0}')/ContactAttachmentFolder?$select=Binary,MimeType&$format=json&$filter=TypeCode eq '10016'

    due to filter TypeCode eq '10016' this request will only return attachments of type ' Business Partner Image'.

    CrmService

    BaseCaseQuery

    ServiceRequestCollection?$select={0}&$filter={1}&$top=50&$format=json

    $format=json is mandatory.

    By default 'query' returns 50 of max result count.

    CrmService

    ContactCaseFilter

    BuyerMainContactPartyID

    CrmService

    BaseBatchQuery

    $batch

    Due to SAP OData OR operator limitations, the CRM Service performs a batch request with different where clauses

    CrmService

    CaseStatus

    The mapping of a ticket (incident) status to a WebAgent status.

    New=Open

    Working=Open

    Escalated=Open

    Closed=Closed

    Left side is the formatted value as configured in SAP, the right side is either New, Open or Closed.

    CrmService

 

The following mandatory Settings should be added to the default PluginSettings list items to enable the CRM Service for Salesforce:

Setting

Value

Scope

ApplicationHost

SAP OData Api Url, example: https://<xxxxxxx>.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ Placeholder <xxxxxxx> should be replaced with the actual value.

CrmService

UserName

The username of the SAP account

CrmService

Password

The encrypted password of the SAP account

Note: Value should be encrypted by A365.PWTool.exe

CrmService

 

Predefined PluginAttributes

Note These predefined attributes may be overwritten/removed by creating a PluginAttribute item in SharePoint with the same SystemName and Category. Do not give it any field types and set both ShowOnExtensionWindow and ShowOnToast to No to remove this attribute from the query. Also make sure that the system name is not included in any hyperlink!

Note The base query in the PluginSettings list must also be modified when adding attributes of another entity.

Account

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Company

companyname

0

No

Name

 

Yes

Account

Account ID

accountid

1

No

Id

 

No

Account

Company

name

2

Yes

Name, Search

 

No

Account

Phone Number

telephone1

3

Yes

PhoneNumber, Search

 

No

Account

Owner

owner.fullname

4

Yes

 

 

No

Account

 

Case

Note {publicUrl} is only valid for the predefined values by leveraging the ApplicationHost. The full URL (with placeholders) is needed when overwriting. So if the public url is https://my123456.crm.ondemand.com , in case of an overwrite placeholder {publicurl} will be replaced with https://my123456.crm.ondemand.com .

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Case ID

id

1

No

Id

{publicUrl}/sap/public/byd/runtime?bo_ns=http://sap.com/thingTypes&bo=COD_GENERIC&node=Root&operation=OnExtInspect&param.InternalID=[ID]&param.Type=COD_SRQ_AGENT_TT&sapbyd-agent=TAB

No

Case

Title

Name

2

Yes

Name, Search

 

No

Case

Description

ServiceRequestTextCollection

3

Yes

 

 

No

Case

Date

LastChangeDateTime

4

Yes

Date

 

No

Case

Status

ServiceRequestUserLifeCycleStatusCodeText

5

Yes

FormattedValue

 

No

Case

Contact

BuyerMainContactPartyID

6

Yes

 

 

No

Case

 

Case Search

Currently only search on the case id and the case title is supported.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Case ID

id

1

No

Id

 

No

CaseSearch

Title

Name

2

Yes

Name, Search

 

No

CaseSearch

Note: Above options are only the manual search options. The automated search on the contact id is handled by the ContactCaseFilter setting in Plugin Settings.

 

Contact

Note {uri.Scheme} and {uri.Host} are only valid for the predefined values by leveraging the ConnectionString. The full URL (with placeholders) is needed when overwriting.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Contact ID

ContactID

1

No

Id

{publicUrl}/sap/public/byd/runtime?bo_ns=http://sap.com/thingTypes&bo=COD_GENERIC&node=Root&operation=OnExtInspect&param.InternalID=[ContactID]&param.Type=COD_CONTACT_TT

No

Contact

Object ID

ObjectID

1

No

Id

 

No

Contact

Name

Name

2

No

Name

 

Yes

Contact

First Name

FirstName

3

Yes

Name, Search

 

Yes

Contact

LastName

LastName

4

Yes

Name, Search

 

Yes

Contact

Email

Email

5

Yes

Search, Email

 

No

Contact

Phone Number

NormalisedPhone

6

Yes

Search, PhoneNumber

 

No

Contact

Mobile Number

NormalisedMobile

7

Yes

Search, PhoneNumber

 

No

Contact

Company ID

AccountID

8

No

Id

 

No

Contact

Company Name

AccountFormattedName

9

Yes

Name

 

Yes

Contact

 

Contact Search

Category Contact is used to map fields from the Sap C4C record. Category ContactSearch is used to define which fields will be used in a search.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Contact ID

ContactID

1

No

Id

 

No

ContactSearch

First Name

FirstName

2

Yes

Name, Search

 

Yes

ContactSearch

LastName

LastName

3

Yes

Name, Search

 

Yes

ContactSearch

Email

Email

4

Yes

Search, Email

 

No

ContactSearch

Phone Number

NormalisedPhone

5

Yes

Search, PhoneNumber

 

No

ContactSearch

Mobile Number

NormalisedMobile

6

Yes

Search, PhoneNumber

 

No

ContactSearch

Company Name

AccountFormattedName

7

Yes

Name

 

Yes

ContactSearch

 

Lead

Note {publicUrl} is only valid for the predefined values by leveraging the ApplicationHost. The full URL (with placeholders) is needed when overwriting. So if the public url is https://my123456.crm.ondemand.com , in case of an overwrite placeholder {publicurl} will be replaced with https://my123456.crm.ondemand.com .

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Lead ID

id

1

No

Id

{publicUrl}/sap/public/byd/runtime?bo_ns=http://sap.com/thingTypes&bo=COD_GENERIC&node=Root&operation=OnExtInspect&param.InternalID=[ID]&param.Type=COD_MKT_PROSPECT

No

Lead

Object ID

ObjectID

1

No

Id

 

No

Lead

Name

name

3

No

Name, Search

 

Yes

Lead

First Name

ContactFirstName

4

No

Name

 

Yes

Lead

Last Name

ContactLastName

5

No

Name

 

Yes

Lead

Email

ContactEMail

6

Yes

Search, Email

 

Yes

Lead

Phone

ContactPhone

7

Yes

PhoneNumber

 

Yes

Lead

Mobile

ContactMobile

8

Yes

PhoneNumber

 

Yes

Lead

Company

Company

9

Yes

Search, Name

 

Yes

Lead

 

LeadSearch

Category Lead is used to map fields from the Sap C4C record. Category LeadSearch is used to define which fields will be used in a search.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Lead ID

id

1

No

Id

 

No

LeadSearch

Name

name

3

No

Name, Search

 

Yes

LeadSearch

Email

ContactEMail

6

Yes

Search, Email

 

Yes

LeadSearch

Phone

ContactPhone

7

Yes

PhoneNumber, Search

 

No

LeadSearch

Mobile

ContactMobile

8

Yes

PhoneNumber, Search

 

No

LeadSearch

Company

Company

9

Yes

Search, Name

 

No

LeadSearch