SAP Knowledge Base Article - Public

2892314 - How To Activate Service Scenario in SAP Cloud for Customer Outlook Add-In

Symptom

You would like to understand how to activate the service scenario in the SAP Cloud for Customer Outlook Add-In

Environment

SAP Cloud for Customer

Cause

[Enter your Cause here...]

Resolution

  1. In the Cloud for Customer system, click Download.
  2. Download the Add-In for Microsoft Outlook.
  3. Install the Add-In.
  4. Once the Add-In is installed, open the Microsoft Outlook.
  5. In the Outlook home, the SAP Sales Cloud tab will appear.
  6. Click Logon.
  7. Fill your tenant and credentials details.
  8. Once logged in, click Configuration.
  9. Navigate to the tab Services.
  10. See the options to Activate replies for service tickets and the Enable Auto Sync of Tickets.
  11. Check these options.
  12. Click Apply.
  13. Click Ok.

See Also

Solution Guide for SAP Service Cloud: Set Up Microsoft Outlook for Ticket Responses

Keywords

Outlook; Add-in; Tickets; Service; Cloud for Customer; How To; C4C; Interaction; Microsoft Outlook; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions