Additional configuration CRM Service for SAP C4C

Below the optional configuration you can do to the CRM Service for SAP Cloud for Customer (C4C).

PluginSettings

1. Open the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page on SharePoint

2. Open the Plugin Settings list

3. The following optional settings can be added:

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. 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	Copy Query ContactCollection?$select={0}&$format=json&$filter={1}&$top=100  Warning: $format=json is mandatory. By default 'query' returns 100 of max result count.	CrmService
BaseLeadQuery	Copy Query LeadCollection?$select={0}&$format=json&$filter={1}&top=100  Warning: $format=json is mandatory. By default 'query' returns 100 of max result count.	CrmService
ContactImageEndpoint	Copy Endpoint ContactCollection('{0}')/ContactAttachmentFolder?$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	Copy Query ServiceRequestCollection?$select={0}&$filter={1}&$top=50&$format=json  Warning: $format=json is mandatory. By default 'query' returns 50 of max result count.	CrmService
ContactCaseFilter	Copy Filter BuyerMainContactPartyID	CrmService
BaseBatchQuery	Copy Query $batch Due to SAP OData OR operator limitations, the CRM Service performs a batch request with different where clauses	CrmService
CsrfQuery	Copy Query ContactCollection?$select=ContactID&$format=json	CrmService
CaseStatus	The mapping of a ticket (incident) status to a WebAgent status. Copy Mapping 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
UseLeads	if the value is true, retrieve both Leads and Contacts. if the value is false only Contact records will be retrieved. The default value is true.	CrmService

For the mandatory Settings see Configure PluginSettings

PluginAttributes

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

The PluginAttributes list contains the following columns:

Column	Meaning
DisplayName	Name of the property shown in the WebAgent.
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 WebAgent. 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.

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 The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP.-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

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.

Predefined PluginAttributes

Account

Case

Case Search

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

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.

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.