Microsoft Teams Integration with SAP Sales and Service Cloud (C4C)

With the new 2108 release, Business Collaboration is now simplified with the Integration of Microsoft Teams and SAP Sales and Service Cloud(C4C). This integration caters to the following business values:

Follow my latest blog post for Share Workspaces and Deal Rooms feature in details.

• An embedded in-app integration of SAP Sales Cloud with Microsoft Teams to enhance workspace productivity for their users.
• Eases collaboration of objects like leads, opportunities, tickets.
• Simplifies remote selling processes.
• Real-time and automated data updates.
• Single click access to relevant information.

This blog post is categorized into three sections as below:

1. Configuration related to Microsoft Teams
2. Configuration in SAP Sales and Service Cloud (C4C)
3. Feature Showcase

1. Microsoft Teams

1.1. Creating MS 365 Developer Account

i. Go to Join Microsoft 365 Developer Program Click on Join Now.

Note: Developer accounts can be used for learning, but they are not meant for sharing with anyone.

ii. Sign in with your Email address and Password and click on Next. It may take to SSO if already signed in.

iii. Provide the Country, Company and Language details. Accept the Terms and Conditions and click Next.

iv. Select the related Primary Focus option as per your integration need and usage.

v. Select the required areas of MS 365 development. Make sure to select Microsoft Teams. click Save.

vi. A welcome message pop-up will appear. Also, an Email will be received in the inbox. Click Close.

1.2. Setting up MS 365 E5 Subscription

i. Click on Set up E5 Subscription.

ii. In the Set-up Dialog Box, provide desired Username, Domain & Password. Click on Continue.

Note: This account will have global administrator permissions for the subscription. You can choose any username or domain name if it is not already in use. Do not use spaces.

iii. Provide your mobile number for receiving verification code. Enter the code and click on Set up.

iv. The subscription is now created, and you can see the details.

1.3. Creating MS 365 Users for SAP C4C Employees

i. Navigate to MS 365 Admin Center and login with developer credentials created above.

ii. Go to Users > Active Users. Click on Add a user.

iii. Provide details like First-name, Last-name & Username. Uncheck “Automatically create a password” to set your desired password. Click Next.

iv. Select Location and License of the user. Click Next.

Note: Ensure that the checkbox for Microsoft 365 E5 Developer (without Window and Audio Conferencing) is selected under Assign user a product license.

v. Expand Select User(no admin center access) and click Next.

vi. Review the details and click on Finish adding.

vii. The user is now added as an Active User. Click Close.

Note: Copy the Email ID which will be used for user mapping in SAP C4C.

1.4. Adding SAP Sales and Service Core App in Teams App Store

i. Navigate to MS Teams Admin Center and login with developer credentials created above.

ii. Navigate to Teams App > Manage Apps and search for SAP Sales and Service Core app in the list.

iii. Select the App and click Allow.

2. SAP Cloud for Customer

2.1. Scoping and Configuration for Integration

i. Login to your SAP C4C Cloud tenant with user having Administrative Rights.

ii. Navigate to Business Configuration > Implementation Projects. Select your project and click on Edit Project Scope.

iii. Navigate to Questions by clicking Next. Expand element as path: Sales > Account and Activity Management > Activity Management. Under MS Teams Integration, select the three Scoping Questions as highlighted.

• Do you want to enable Microsoft Teams integration? – This scoping question enables the option for Microsoft Teams consent in General Settings.
• Optional: Do you want to enable appointment for Microsoft Teams collaboration by default? – This scoping question defaults Teams Collaboration while creating and appointment. It can be switched off creating an appointment even after enabling this scoping question.
• Optional: Do you want to add reference object as part of Microsoft Teams meeting request? – With this scoping question, SAP Cloud for Customer application is added to all the appointments enabled for Teams collaboration and you can see the reference object as part of the meeting.

2.2. SAP Sales Cloud User Mapping with MS Teams User

i. Navigate to Administrator > Employees. Search for the user to be enabled for MS Teams appointment. Click Edit.

ii. Maintain the Email same as the one copied in Step 1.3 > vii and save it. Perform this for all the required users.

Note: The Email should be same for Sales Employee and MS Teams User.

2.3. Enabling MS Teams Integration in SAP Sales Cloud

i. Navigate to Administrator > General Settings. Under Microsoft Teams, click on Enable Microsoft Teams Integration. This redirects to MS Teams authentication page

ii. Provide your MS 365 developer credentials to sign in. A new window opens for consent. Click on Accept. With this consent, MS Teams allows SAP C4C to establish the connection.

iii. Once the administrator gives consent, you’ll get the “Consent Successful” message.

Yay, your Integration set up is complete. Get ready to use it.

3. Feature Showcase

3.1. Creating MS Teams Appointment in SAP C4C

i. Log on to SAP C4C with Mapped user. Navigate to Activities > Appointments > Create (+) new appointment.

ii. Enter the appointment details and make sure the toggle button is enabled for Microsoft Teams Collaboration.

Note: The Microsoft Teams Collaboration toggle option has to be added from UI adaptation if not visible already.

iii. Add an attendee to the appointment. At least one attendee is mandatory for MS Teams appointment. Click on Save and Open. Header details can be seen for Teams Meeting.

iv. The MS Teams meeting can be launched/joined from following C4C screens:

• Appointment List View
• Appointment Quick View
• Appointment Detail View
• Home Page (Upcoming Activities Tile)

v. Launch the Meeting from any of the above locations. You’ll be redirected to the Teams Meeting.

vi. Click on Open Microsoft Teams to launch the meeting in MS Teams Desktop App if you have signed in with your MS 365 mapped user. Alternately, click on Cancel and select Continue on this browser and sign in with the mapped user.

Note: Ensure that you are signed out from other MS Teams account in the same browser session.

3.2. Accessing SAP C4C object in MS Teams

i. Tab View: Double click on the meeting from Calendar and click on SAP C4C tab.

ii. Click on Sign In and enter SAP Sales Cloud user credentials in the pop up to access the C4C object. View/Update the C4C object.

iii. Side Pane View: Join the meeting via MS Teams Desktop App. Click on the SAP Sales Cloud icon in the toolbar. Click on Sign In and enter C4C credentials.

iv. Edit object from Teams: Edit the object by making some change and Save it. The changes reflect to SAP Sales Cloud. For example, click on Edit(pencil) and add a note a note and Save it.

v. Login to SAP C4C and open the same object to see the added note.

Note 1: This Side Pane view is supported only in following conditions:

• Join Meeting from MS Teams Desktop App.
• Works only in Dark Mode theme.
• Supported only when “New Meeting Experience” is enabled i.e; Join meeting in new desktop window.

Note 2: It is a 1:1 integration setup and only one SAP C4C tenant can be integrated to a MS 365 developer account at a time.

Conclusion: In this blog post we learnt how to enable integration between SAP C4C and Microsoft Teams. With this, the employees can have a transparent, consistent and effective collaboration for their opportunities.

For more details you can refer to the Additional Notes for Microsoft Teams Integration.

Some FAQs on the topic can be found at Teams Integration FAQs.