Install CRM Service for SAP C4C
Note: Additional CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. connector license required per data source.
Introduction
Below in instructions to install the CRM Service for SAP C4C.
This service can be additional configured by added optional settings, Learn More
Installation
Add PluginSettings
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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). An 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
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Open the Plugin Settings list
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Add the following settings
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
Add WebAgentService URL
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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Add the following mandatory setting
Setting
Value
Scope
CrmServiceUrl
https://fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/CrmServiceSAPC4C
Note: URL needs to be accessible from the WebAgent API service to the CRM Service.
Note: The CrmService name could be different if a custom name was provided so could be https://fqdn/CrmService or https://fqdn/CrmServiceSAPC4C
WebAgentService