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Author's profile photo Sruti Nayak

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.

Feel free to provide feedback in the comment section.

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      45 Comments
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      Author's profile photo Ajit Kumar Panda
      Ajit Kumar Panda

      Hi Sruti,

      Thanks for writing such a detailed blog post. Hope to see many more in future.

      Regards, Ajit

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Many thanks, Ajit.

      Author's profile photo Saurabh Kabra
      Saurabh Kabra

      Superb Sruti. Excellent Write-up.

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Thanks a lot, Saurabh.

      Author's profile photo Matheswaran Thangavelu
      Matheswaran Thangavelu

      Informative blog. Keep writing.

       

      Regards,

      Matheswaran

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Thanks for the feedback, Matheswaran.

      Author's profile photo Matheswaran Thangavelu
      Matheswaran Thangavelu

      Hello Sruti,

      We are trying to set this integration up in one of our test landscapes and encountering an issue with a message - ¨Teams collaboration is not available. Maintain your email address as part of employee details¨.

      Any idea about it?

      My team checked and confirmed that Email ID maintained in the C4C Employee and MS Teams (Test Environment) is same.

      Regards,

      Matheswaran

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Matheswaran,

      Hope the user creation under MS 365 Admin Center (step 1.3) has been done correctly. Also, make sure that the product license “MS 365 E5 Developer” is assigned to the user being mapped with C4C Employee.

      Could you also share a screen where the error is occurring?

      Thanks,

      Sruti

      Author's profile photo Phani Vamsi Krishna Singaraju
      Phani Vamsi Krishna Singaraju

      Hi Sruti,

      Thanks for your Reply. We are setting this in quality environment (Microsoft Quality & C4C QA) where we are facing issue. Our colleague from Microsoft department mentioned that the email maintained in C4C employee is correct and the same user is given access to subscription "MS 365 E3" and mentioned that this subscription should be sufficient.

      In C4C Employee, Email ID is maintained.

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Phani Vamsi,

      Kindly cross check that the consent is successful under C4C General Settings(by click on the Enable Integration link).

      Also, without accessing the system, it is difficult to tell as I have never come across this error while setting up the integration. Mean time, please reach out to SAP support Team.

      Thanks,

      Sruti

      Author's profile photo Phani Vamsi Krishna Singaraju
      Phani Vamsi Krishna Singaraju

      Hi Sruti,

      We have rechecked and consent step is successfully completed. Also we are reaching out for support from SAP. Meanwhile, Can you please let us know the subscriptions required for users in existing customers who has Microsoft quality accounts.

      Regards,

      Vamsi Singaraju

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Vamsi,

      As per my understanding, it should work for both MS 365 E5 and E3 Subscriptions.

      Thanks,
      Sruti

      Author's profile photo Matheswaran Thangavelu
      Matheswaran Thangavelu

      Hi Sruti,

       

      Thanks for the responses. It was confirmed by SAP Development that there is a bug. Here is the feedback from the incident we have.

       

      "Development Team created a fix for the issue. It will be available with the next hotfix on October 16th."

       

      Regards,

      Matheswaran

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Matheswaran,

      Thank you for sharing the update here.

      Glad to be of help.

      Thanks, Sruti

      Author's profile photo Raul Velazquez
      Raul Velazquez

      Hi Phani Vamsi, how do you solve the message of temas not  being available, I crossed with this issue as well, and not see any SAP solution on this.

       

      Regards

      Author's profile photo Martin Janssens
      Martin Janssens

      Hello Sruti,

      Thanks for this great post.

      I'd like to know if it's possible to change the dev account linked to C4C.

      In other words, as it is a 1:1 relation, can I unlink and link again with another Teams organisation ?

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Martin,

      Thanks for your feedback.

      If the Customer wants to use same MS 365 developer account first in one C4C tenant and then in another, then the connection with first one has to be revoked.

      At present, this can be done by deleting the Consent(step 2.3). For this deletion, they’d have to reach to respective SAP Support Team.

      Thanks,
      Sruti

      Author's profile photo Israel Saúl Ruíz Rodríguez
      Israel Saúl Ruíz Rodríguez

      Hi, Thanks for the guide.

      We have setup the integration but when we open the appointment in the teams desktop app or the side pane, we need to manually search for the object . Is this the meant functionality or are we missing something?

      Also, can we set this up with our corporate teams account? For productive environment

       

       

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Saul Ruiz,

      Thanks for reading the blog.

      This is not a meant functionality. When you open the SAP Sales Cloud tab/side pane, it should open the context object (Appointment/Lead/Opportunity etc).

      However, you may get this screen to search if the meeting has not been created properly. Kindly try to create another MS Teams appointment and check. Please reach out to SAP Support if issue is recurring.

      Yes, you can set it for Corporate Teams account if the SAP Sales and Service Core app is visible in the MS Teams App Store.

      Thanks, Sruti

       

      Author's profile photo Ben Casey
      Ben Casey

      Hi Israel Saúl Ruíz Rodríguez

      I assume by now you have already worked this out....however, for those that might face the same issue when first testing the MS Teams integration, I thought I'd mention that this is a result of trying to access Sales Cloud from MS Teams without referencing an specific object in Sales Cloud e.g. Appointment.

      In MS Teams if you simply add the Sales Cloud app to an existing meeting, once you have logged in, the Enterprise Search screen will appear (same as the screenshots shown above)..this is also the same for the Side Panel view.

      If you do wish to be directed towards a specific object in Sales Cloud e.g. Appointment, then you need to create the Appointment first in Sales Cloud and ensure the MS Teams Collaboration button is set to 'YES'.

      With the latest 2202 release, you can also consider new enhancements such as sharing workspace and deal rooms.

      Author's profile photo Jithin Gangadharan
      Jithin Gangadharan

      Sruti Nayak Excellent blog. Thank you...

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Thank you for reading and sharing your feedback, Jithin!

      Author's profile photo Sven Kelemen
      Sven Kelemen

      Hi Sruti, do we need additional SAP licenses for this integration? Thanks for sharing 🙂

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Sven Kelemen, Thanks for reading the blog.

      No additional license is required. It's included with SAP C4C license.

      Author's profile photo Sven Kelemen
      Sven Kelemen

      Hi Sruti, Microsoft Teams integration is enabled, when creating new appointment toggle button "Collaboration" is missing and "Microsoft Teams" shows up in Location. What could be the reason?

       

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Sven Kelemen , The Collaboration section and MS Teams toggle button has to be added to the appointment creation screen via UI Adaptation.

      Make sure you have enabled the scoping questions(Step 2.1) rightly.

      Author's profile photo Sven Kelemen
      Sven Kelemen

      Hi, yes, thanks, set hidden in UI Adaptation by default.

      Author's profile photo Amber Pu
      Amber Pu

      Hi Sruti,

      Thanks for such detailed guide. I understand currently the integration with Teams are for Meetings/Appointments, are we going to have direct chat/texting with Teams later ?  Thanks.

      Amber

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Amber Pu ,

      Thank you for reading my blog post. There are plans for MS Teams Deal Room and workspaces and document/attachment sharing in future. You can find more details on SAP Roadmap Explorer.

      Thanks, Sruti

      Author's profile photo Amber Pu
      Amber Pu

      Thanks Sruti! That is an exciting news. Look forward the new function.

      Author's profile photo Amber Pu
      Amber Pu

      Hi Sruti,

      Thanks for your detailed guide.

      I understand currently the integration is mainly for meetings/appointment in Teams, are we going to have direct chat/texting on Teams from C4C later? Thanks.

      Amber

      Author's profile photo Ben Casey
      Ben Casey

      Hello Sruti,

      Great blog.

      I'm currently in the process of testing the MS Teams integration and so far the core solution (as per 2108/2111 releases) works as expected. I'm now trying to test the new enhancements (as per 2202 release) but struggling with the following:

      1. When I try to create a new 'Deal Room' from within an existing Opportunity, it keeps failing with the message: "Failed to get Team Details".

      2. When I try to 'Share Workspace' (after clicking on the new icon), the 'Share on Microsoft Team' screen is always blank, so I'm not able to complete the necessary steps.

      As we initially setup MS Teams integration prior to last weekends upgrade of our Test tenants.

      I'm now wondering if there is an additional update we need to make?

      If anyone has any advice they can share quickly, that would be highly appreciated.

      Thanks

      Ben

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Ben Casey , Thank you for reading my blog post.

      Yes, you are right. Currently the issues you are facing is expected. This is because the SAP Sales and Service Core App is not yet upgraded in MS Teams app store.

      The 2202 features should work post upgrade of the app, probably after a week or so.

      Thanks,

      Sruti

      Author's profile photo Ben Casey
      Ben Casey

      Thanks Sruti for your quick response.

      To clarify....when you say "the SAP Sales and Service Core App is not yet upgraded in MS Teams app store." is this an action we must take internally or will this happen automatically?

      If managed externally, how do we know when this will happen? how do we know what version we're currently running vs the latest version of the Sales Cloud app?

      Does this mean we're not able to test the new 2202 enhancements at this time?

      Apologies for all the questions, just I'm not seeing any reference from SAP regarding upgrade of Sales Cloud app in Teams.

      P.S. I was hoping this deployment would be better than what we've experienced with the Groupware Add-Ins.

      Thanks Ben

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      No action is required from your end. The deployment would be done by the development teams involved.

      This should generally be available with the production upgrade of customer systems.

      (For 2202 - you can check it in https://blogs.sap.com/2021/12/02/sap-cloud-for-customer-february-2022-release-planned-timeline-pre-release-registration-link/)

      For more detailed information, you can reach out to SAP product support.

       

      Author's profile photo Ben Casey
      Ben Casey

      Thanks again Sruti. I have also reached out to SAP team and waiting on their response.

      I would still expect to be able to test these new enhancements in our test tenant at this time.

       

      Fingers cross we can test soon.

      Thanks

      Ben

      Author's profile photo Ben Casey
      Ben Casey

      Update folks...SAP have responded to my query and confirmed that they have a 'known issue' which impacts the new MS Teams enhancements.

      I've been told that this is expected to be resolved within the next 1.5-2 weeks, more or less in-line with the 2202 upgrade across Live/Production tenants.

      P.S. This has not been widely communicated....this is also being followed up internally.

      Author's profile photo Mark Grant
      Mark Grant

      Good day @Sruti Nayak

      First of all thank you for the post.

       

      I followed all of the steps as per you blog, but currently stuck when creating an Appointment that the "Launch Tams meeting" greyed out.

       

      Do you know why maybe?

      Appointment Teams greyed out

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Mark Grant , Thanks for ready my blog post.

      Yes, this may occur when you choose the option "Save and Open" from the appointment creation screen as the meeting link get generated from teams and sent back to C4C after the save.

      So you could either reload the screen or go with just "Save" option on while creating the appointment. And open it again, it should work.

      Thanks,

      Sruti

      Author's profile photo Mark Grant
      Mark Grant

      @Sruti Nayak, thanks for your prompt response. The icon is still inactive after just save and did a refresh of the screen. You mentioned that a mail is generated, we have not received any mails thus far.

      I see you mentioned that is does not matter the Admin user that is created can have E3 or E5 admin rights, is that correct? Should this user have developers rights?

      I dont get the pop-up below anymore is there any way to delete the user that signed on and to recreate the step so that we have the option to enter a user and password again?

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Mark Grant , Yes both E3 and E5 subscription should work for the integration.

      Regarding the deletion of consent and redoing it, kindly reach out to SAP support by creating ticket as it can only be done by development team from backend.

      Thanks, Sruti

      Author's profile photo Ajith Sahaya
      Ajith Sahaya

      Hi Sruti Nayak,

      I am trying to integrate C4C and MS teams using delegated permissions, do you have any documentation related to that?

      https://launchpad.support.sap.com/#/notes/3101538

      I have added the app in MS teams and created a Teams appointment from C4C, but it does not sync with my calendar.

      Any suggestions on how to use with delegated permissions ?

      Thanks,

      Ajith

      Author's profile photo Ben Casey
      Ben Casey

      Hi, if there's anyone who also has the Outlook Add-In (client-side) software install along with MS Teams integration...can you let me know if you're now facing any issues with standard Appointment sync with Outlook from C4C? i.e. for non MS Teams appointments.

      This seems to have stopped working for us, but as of now, I'm none the wiser as to the root cause.

      Thanks

      Ben

      Author's profile photo Sruti Nayak
      Sruti Nayak
      Blog Post Author

      Hello Ben Casey ,

      Yes we had done the Client-Side Outlook  Add-In integration with MS Teams. However, we did not face any issue with sync of both MS Teams and non MS Teams appointment.

      If you still have this issue, kindly reach out to SAP support.

      Thanks,

      Sruti

      Author's profile photo Ben Casey
      Ben Casey

      Thanks. It's been with SAP support for a number of weeks already, still no resolution 🙁