SAP Knowledge Base Article - Public

2586946 - E-Mail Sync from MS Outlook to Multiple Accounts

Symptom

You want to synchronize an email from MS Outlook to multiple accounts in SAP Hybris Cloud for Customer (C4C). The email will be synchronized to the first selected Cloud for Customer account.
Now if you synchronize the same email again to another C4C account, the email will be synchronized to the new account but at the same time the email will be removed from the previous account in C4C.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

This can be reproduced in two different ways.

I. Synchronisation via Drag and Drop in MS Outlook Add-in:

  1. Log in to the SAP Outlook Add-in for Cloud for Customer.
  2. Open the Side Panel of the SAP Outlook Add-In.
  3. Search for an account in the Side Panel and drag the desired email to that account.
  4. The email gets synchronized to the account in Cloud for Customer.
  5. Search for another account in the Side Panel and drag the same email to the new account.
  6. The email gets synchronized to the new account in Cloud for Customer but the email will be removed from the previous associated account.

 

II. Synchronisation via Add Email functionality in MS Outlook Add-in:

  1. Log in to the SAP Outlook Add-in for Cloud for Customer.
  2. Right-Click on the email that you want to add to an account and select Add E-Mail from the contect menu.
  3. In the new window, click on Add Reference and select Account.
  4. In the new window, search for the desired account you want to add the Email to and click Add Reference.
  5. Click Submit.
  6. The email gets synchronized to the account in Cloud for Customer.
  7. For the same email, repeat steps 2-4 and select a different account.
  8. Click Submit.
  9. The email will be synchronized to the new account in Cloud for Customer but the email will be removed from the previous associated account.

Cause

The SAP Outlook Add-in currently only supports linking to one account as this is the most used scenario.

Resolution

This is a new requirement. We suggest you submit a new feature request on our SAP Influence site https://influence.sap.com. If the feature request already exists, consider voting for this feature.

Keywords

C4C, Outlook, Add-in, Add-On, synchronization, synchronisation, multiple, accounts, E-Mail, email , KBA , synchronize e-mail to multiple accounts , synchronise e-mail to multiple accounts , LOD-CRM-GW-OUT , Outlook , Product Enhancement

Product

SAP Cloud for Customer add-ins all versions