Parallel usage of client and server side groupware integration
In many C4C implementation projects the groupware integration to synchronize appointments, tasks and contacts with MS Outlook or Lotus Notes is a big topic. The integration can be done either on the client-side via a plugin or on the server-side.
This blog post is intended to answer the question if both variants can be used in parallel. The simple answer is ‘No’. The parallel usage of the C4C client and SAP CRM OP server-side integration is not supported.
There is no support of the parallel usage due to unpredictable round-trips which could lead to duplicate creation of appointments, tasks or contacts.
Support in a bi-directional integration scenario C4C <-> SAP CRM on-Premise
The parallel usage is also not supported if there is a bi-directional integration scenario between C4C and SAP CRM On-Premise in place, where the client-side integration is done via C4C and the serverside integration is done on the SAP CRM On-Premise side. Here is the same risk of unpredictable round-trips which could lead to duplicate creation of appointments, tasks or contacts.
You might think of reducing the risk by separating the users, e.g. the backoffice employees work with SAP CRM (server-side integration) and the field employees work with C4C (client-side integration), but this doesn’t solve the issue. If a backoffice employee invites a field employee and sends an appointment, both groupware integration mechanisms are involved and could again lead to duplicates.