Install CRM Service for SAP C4C

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

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). 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

2. Open the Plugin Settings list

3. 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

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. 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