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Author's profile photo Sruti Nayak

Microsoft Teams Integration with SAP Cloud for Customer – Sharing Workspaces and Deal Rooms

This blog post provides an overview of few interesting and key integration features between SAP Sales and Service Cloud and Microsoft Teams. These features help Sales Team for better prioritization and simplified and seamless collaboration.

The features are:

  • Sharing of workspaces – Business users can share any working area of SAP C4C via MS Teams. For example, Ticket Swarming, Sales and Service Team for high value deals and customers, War Room situation etc.
  • Deal Rooms – Business user can prioritize and share high value key deal by creating Deal Room for respective opportunity for a dedicated team to work on.

Below are few listed features and differences of Share Workspace and Deal Room features for better understanding:

Pre-requisite: Integrated SAP C4C and MS Teams tenants and mapped users. For setting up the integration, you could follow my previous blog post Microsoft Teams Integration with SAP Sales Cloud (C4C)

This blog post is categorized into three sections as below:

  1. Consent to MS Teams
  2. Configuration in SAP C4C
  3. Feature Showcase

1. Consent to MS Teams

1.1. Login to your SAP C4C tenant with administrator user. Navigate to work center Administrator -> General Settings -> click on Enable Microsoft Teams Integration

Enabling%20Integration

1.2. You will be navigate to the following screen. Click Confirm to proceed for consent.

1.3. Enter the MS 365 Admin user credentials that you’ve used for setting up the integration in pre-requisite step.

1.5. View the list of permissions in consent page and click Accept.

1.6. You’ll get a “Consent Successful” message and redirected to C4C.

2. Company Settings in SAP Cloud for Customer

2.1. To enable the company settings in C4C, navigate to User -> Settings -> Company Settings and enable the below highlighted/listed options. Click Save.

  • Enabling sharing of workspaces in Microsoft Teams  – This setting enable the Share Workspace option and icon in all allowed object list and detail view. The Share Workspace icon looks like below:

  • Enable creating teams in Microsoft Teams – This setting allows user to create new team in MS Teams from C4C via workspace sharing or deal room.
  • Enable creating channels for a team in Microsoft Teams –This setting allows user to create new channel under a team in MS Teams from C4C via workspace sharing or deal room.

3. Feature Showcase

3.1. Sharing of Workspaces

3.1.1. Initiate Share Workspace from SAP C4C

i. Login to C4C tenant with mapped user(refer to pre-requisite blog post for user mapping). Navigate to the object list or detail view that you want to share using MS Teams.

In this example, we are sharing an opportunity detail Workspace.

ii. Click on the Share Workspace icon from the opportunity detail View. Click Next to proceed with the guided steps.

iii. You can either select an existing Team or create a new team with desired name as follows:

Tab Name: This would be the name of the tab in MS Teams where respective C4C workspace will be visible.

iv. You can either select an existing channel or create a new channel with desired name as follows:

v. For selected channel, members will be auto detected and for new channel you can add members by using their email IDs. Click Preview to see details.

Note: Make sure to use the email ID of mapped users.

vi. Click Save for the team and channel creation.

vii. Direct Link to the Team is generated after the creation in MS Teams side. Click on the link to open it in MS Teams directly.

Note: Make sure to login with the email ID with which the workspace is shared.

viii. You can see the Team, Channel and Tab created with name provided above. Click on Sign In and enter the C4C user credentials.

ix. You can view the C4C workspace from where you started the sharing.

3.1.2. Initiate Share Workspace from MS Teams

i. Login to MS Teams with mapped user and navigate to the Team-> Channel where you want to add the Shared Workspace.

ii. Under Add a Tab, select “SAP Sales and Service Core” app.

iii. You’ll be navigated to Tab Configuration. Here, add the following details:

C4C Tenant URL, C4C User ID, C4C User Password

Choose Business Object Instance -> Select the desired object from drop down(In this case Opportunities) -> Type the Object Name with starting word -> Choose from the result options -> Enter a Tab Name and Save

iv. The shared workspace/tab is created with chosen C4C object.

3.1.3. Collaboration using Shared Workspaces

i. Chat Conversation: Click on the Chat button and then click on Start Conversation for collaboration.

You can use this space to tag team members and post messages and they will be notified and can access the conversation.

ii. Meeting Options: You can start a meeting or schedule a meeting for later via the shared workspace. All the members with whom workspace is shared will be notified about the meeting.

Meet Now option starts the Teams Call immediately. Schedule a meeting option takes to new meeting creation screen.

You can choose the team/channel where the meeting should be posted.

All the team members are notified about the meeting.

3.2. Deal Rooms

Unlike Shared Workspace, this feature is uni-directional and can only be initiated from C4C.

3.2.1. Login to C4C tenant. Navigate to Sales -> Opportunities. Open the Opportunity you want to create Deal Room for. Go to Deal Rooms tab. Click New to create.

Note: If the Deal Rooms tab is not visible, please add it from adaptation/personalization.

3.2.2. Provide the details and click Save.

Deal Room Name (This will be the Team name in MS Teams), Channel Name.

You can automatically invite responsible members in the deal like the Sales Team and Contacts involved. Other members can also be added using their email IDs.

3.2.3.  Refresh the Deal Room tab to see the details of the created one.

Direct Link can be used to open it in MS Teams.

Status indicates if the creation is successful or failed in MS Teams side.

3.2.4. You can view the same by logging in to MS Teams.

3.2.5. Collaboration in Deal Room works similar to collaboration in Shared Workspace (Similar to section 3.1.3).

Note: Make sure to access these features with users having MS 356 E3/E5 licenses and Administrator authorization.

Conclusion: In this blog post we learnt how to configure and access the Shared Workspace and Deal Rooms feature of collaboration between SAP Sales and Service Cloud and Microsoft Teams.

For more details you can refer to the SAP Help Document for Share Workspaces and Deal Rooms.

Follow my previous blog post Microsoft Teams Integration with SAP Sales Cloud (C4C) for other features and integration.

Please feel free to provide feedback in the comment section.
For more information on this topic, you can follow my profile as well and get notifications on latest posts.

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

      Good one again Sruti. Keep writing!!

      Author's profile photo Annete Zach
      Annete Zach

      Hi Sruti,

      thanks for this detailed description. I have 2 questions, maybe you have answers:

      1.  Blog 3.1.2. Initiate Share Workspace from MS Teams: can SSO be used as well? I tried with the usual url www.123445-sso.crm.ondemand., but nothing happened. Not an error message and no connection to C4C. I wonder if SSO is generally not possible at all?
      2. After using the "Share workspace" function and creating/adding a C4C objekt to a teams, where can I see the linked teams/channel in C4C? For deal rooms we have a separate tab in the opportunity, but where can I find out which teams was linked to my objekt with "share workspace"? e.g. to know if another user has set up a teams connection for "my opportunity/my customer" etc

      Thousand thanks for sharing info on these questions!

      Kind regards

      Annete

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

      Hello Annete,

      Thank you for reading my blog post. To answer your questions:

      1. Yes, SSO will work. However, the SSO authentication setup has to be performed in both C4C and MS Teams using same Identity Provider. You can check this Microsoft Document for more understanding: https://docs.microsoft.com/en-us/microsoftteams/platform/tabs/how-to/authentication/auth-aad-sso?tabs=dotnet
      2. The linked team can be accessed using the direct link generated during the sharing of workspace(Step 3.1.1.vii). Other than this I guess there is no placeholder in C4C from where it can be accessed.

      Thanks,

      Sruti

      Author's profile photo Ben Casey
      Ben Casey

      Hi Sruti,

      Thanks again for the detailed summary.

      I find when testing the creation of a new Deal Room, that after save and having to refresh my C4C screen, the status of the new Deal Room initially shows as 'Deleted' (This Team has been deleted). However, if after a few seconds I then refresh the screen again, the status changes to 'Successful' (Team Creation Successful).

      Is anyone else experiencing this? I'm wondering if it's a known issue/bug?

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

      Hello Ben,

      Thank you for reading my blog post.

      I have not faced this yet. You could reach out to SAP Support for more detail and help.

      Thanks,
      Sruti

      Author's profile photo Saurabh Kabra
      Saurabh Kabra

      Excellent writeup Sruti. Very nicely explained the difference between Deal Room vs Shared Workspace. Keep up the good work!

       

      Best
      Saurabh

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

      Many thanks, Saurabh. 🙂

      Author's profile photo Navin Kandasamy
      Navin Kandasamy

      Very detailed blog Sruti.Thanks for sharing.

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

      Thanks a lot Navin. 🙂

      Author's profile photo Ben Casey
      Ben Casey

      Hi all,

      I'd be interested to hear if anyone testing or using MS Teams integration has come across objects getting locked in the back-end?

      It's happened to me on a couple of occasions when logged into an Appointment in Teams and using the Sales Cloud side panel.

      Wondering if it's a known issue? If there something we need to avoid doing to prevent this?

      On occasions so far, I have either had to scrap the record/object that is locked or wait for the system to unlock it...which can take some time.

      TIA

      Ben

      Author's profile photo Annete Zach
      Annete Zach

      Hi Ben,

      we are using MS Teams integration and we had no problems with locked objects during testing so far.

      Annete

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

      Hello Ben,

      We have not faced object locking issue so far. You can reach out to SAP Support for further help if issue is persistent.

      Author's profile photo Kim Kanstrup Nielsen
      Kim Kanstrup Nielsen

      Hi All

      Will "Deal Rooms" also be available for Service Requests (Tickets) or only Opportunities ?

      Best regards

      Kim

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

      Hello Kim,

      Deal Rooms feature is available only for opportunities.

      Thanks,

      Sruti

      Author's profile photo Kim Kanstrup Nielsen
      Kim Kanstrup Nielsen

      Hi Sruti,

      Will there be a feature like "Deal Rooms" for tickets ?

      We have business that communicate between back office and the service engineers on site.

      Here this functionality would be nice for them to communicate on ongoing jobs.

      Best regards

      Kim

      Author's profile photo Ben Casey
      Ben Casey

      Hi Kim,

      Looks like it's planned for Q2 2022

      Author's profile photo Kim Kanstrup Nielsen
      Kim Kanstrup Nielsen

      Hi Ben,

      Thanks for your information on this topic.

      Best regards

      Kim