Outlook Add-in for SAP Hybris Cloud for customer F.A.Q

Below, you will find  the most frequently asked questions for Outlook Add-in for SAP Hybris Cloud for customer.

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What are the versions of Operating systems that are supported?

Windows 7, Windows 8 and windows 10

What are the versions of Outlook that are supported?

There are different variants based on license. However most common supported versions are:

Outlook 2010

Outlook 2013

Outlook 2016

Office 365 clients ( supported only for 2013 and upwards )

What are the dependencies of the Cloud for Customer Outlook Add-in?

• .Net 4.0 and Higher,
• Visual Studio Tools for Office 2010

Please refer to documentation for more information on pre-requisites

Do I need to uninstall the C4C add-in to upgrade to a newer version?

No. The installer will upgrade the current version to the new one without the need to uninstall the current installed add-in.

Does the user need Local Administrator privileges to install the add-in? Yes. Can the IT admin install the add-in for users who do not have local administrator privileges?

Yes, the IT admin needs to remote login and install the add-in on the computer. The add-in is installed for all users of that computer.

Where do find the latest Add-In?

The latest add-in is always available in the Download page in the C4C application.

I cannot see the add-in. What do I do?

Check if the add-in is disabled – Click on File, Options, Add-Ins. See if you can locate the add-in in the Inactive Applications Add-ins. If yes, click on the Go button at the bottom of the screen. Select the checkbox next to the SAP Hybris Cloud for Customer Outlook Add-in and click on OK.

What forms of Login Authentication does the add-in support?

Regular Authentication where the user provides the C4C username and password Certificate based login SSO URL (SAML2) based login

Is extensibility supported in the add-in?

No. Currently extensibility is not supported

Do I need to add the Proxy to connect to C4C via the add-in?

By default the add-in uses the proxy connection settings from the IE. The user can also manually add the proxy information if required.

What are the C4C add-in functional restrictions that can be imposed?

The Key User can restrict the following from the add-in:

– Create Accounts
– Create and Update Contacts
– Synchronize Contact home details
– Synchronize emails from Outlook to C4C
– Synchronize email attachments from Outlook to C4C
– Synchronize appointments from Outlook to C4C
– Synchronize appointment attachments from Outlook to C4C
– Synchronize appointments from C4C to Outlook
– Synchronize tasks from Outlook to C4C
– Synchronize task attachments from Outlook to C4C
– Synchronize tasks from C4C to Outlook
– Check for the newer version in C4C server

Note that this can change depending on versions.

What Outlook items can be synchronized with C4C?

Account can be created from Outlook. Once created they cannot be updated from Outlook. They have to be edited and updated in C4C.

Contacts can be created and updated from Outlook. When creating contacts from Outlook the user must click on the Add Contact button to create it in C4C. To edit the user needs to make the change and save it. The updates are automatically pushed to C4C.

Appointments can be created and updated from Outlook. When creating appointments from Outlook the user must click on the Add Appointment or Send and Sync Appointment button. To edit the user needs to make the change and save it. The updates are automatically pushed to C4C.

Tasks can be created and updated from Outlook. When creating tasks from Outlook the user must click on the Add Task button. To edit the user needs to make the change and save it. The updates are automatically pushed to C4C

E-mails  can be created and updated from Outlook. When creating E-mails from Outlook the user must click on the Add Task button. To edit the user needs to make the change and save it.

What are the different ways to add/synchronize from Outlook to C4C?

The user can use the following ways: Click on the Toolbar button e.g. Add Contact, Add Appointment, Add task etc. Right click on the item and select the menu item e.g. Add Contact, Add Appointment, Add task etc. Drag and Drop the item on to the sidebar

What area can you drag and drop an item on the sidebar?

You can drop on Account Name, Opportunity, Lead. You can also drop it on the shelf view these objects.

What are the ways you can download a C4C contact to Outlook?

You can click on the Download Contacts in the settings dialog You can search for a contact in the search box on the top of the sidebar and then click on the green + button If the Always Copy Contacts option is selected in the settings dialog, then clicking on an email from a contact will download it and save it. If this option is not selected, then the contact information will be shown in the sidebar and the user needs to click on the green + button.

Does the add-in automatically send out invitations to meetings that are downloaded?

No. There will be popup shown in the task bar saying that there are appointments that have been downloaded. The user needs to click on the C4C icon in the task bar and select Send Meeting requests to Attendees.

What is the default status of a synchronized Email?

When an email is synchronized from Outlook, it is synchronized with the status ‘Completed’.

Why does the Feed Tab not show in the sidebar?

Outlook add-in does not support JAM. When the add-in connects to C4C, it checks if JAM is enabled. If it is then the Feeds tab is hidden.

What is the 4^th tab in the sidebar?

It is for Notifications. Same as C4C. It will display the number of pending notifications. Clicking on it will reset the count in OL and C4C.

How often does the add-in synchronize with C4C?

The Add-in will synchronize every 2 mins. It is also tied to the send and receive function of OL. If a user sends or receives an email/appt or clicks on the send and receive button in OL, the add-in will trigger a sync.

Can I disable some functionalities from the Add-in, like New Version pop-up and restrict users from creating Accounts from Add-in?

Yes, you can do this via Business Roles from the system: Application & user Management > Business Roles > Field & Actions

What’s New: 1611

Please refer to this blog:

https://blogs.sap.com/2016/10/26/whats-new-1611-microsoft-outlook-integration/