Overview

SAP C4C is a customer relationship management (CRM) platform that enables users to manage their customers, sales, and marketing requirements from a central, cloud-based location. With this integration, agents using the SAP platform communicate with their customers via CommBox, which is integrated as an iFrame into the SAP console. 

Included in this guide are the steps to integrate SAP and CommBox and the use case scenarios. 

Supported Modules for the SAP integration:

Email, Facebook Messenger, Facebook Page, WhatsApp, SMS/Text, Chat, Audio Chat, Video Chat, Instagram, Telegram, Voice, and Google Business Messages.  Agents must log in to all relevant systems besides the SAP platform for the integration to work.

Once the integration is complete, agents can click the “Live Activity” button to open the CommBox App. Agents must be logged in to CommBox’s applicable channels to benefit from the integration.

Activation

Step 1: Create A New System for CommBox Access 

1. At the SAP console, navigate to Administrator > General Settings > Communication System, and click the New tab at the top to create a new system for the CommBox Odata Integration.
2. Enter “CommBox_Omnichannel“ in the ID section and “Internet” in the System Access Type field. 
3.  Save and Close

Step 2: Set up SAP C4C to Enable CommBox iFrame

1. At the SAP console, navigate to Administrator > Service and Social > Live Activity Configuration. 
   
2. Enter the following information:
   1. Provider: External Provider
   2. CTI Vender: CommBox
   3. Provider Id: COMMBOX
   4. At the Provider URL section, enter your CommBox account URL. Example: https://XYZCorp.commbox.io 
   5. At the bottom left, set the widget size: Height:638   Width: 371
   6. At the right pane, set the Comm_System_ID field by entering “CommBox_Omnichannel”. (Note: This field is case-sensitive. Use the same format you used for the ID in Step I.)  
3. Click Save and Close. 

Note: At the bottom right are the fields that the system will look to populate with the information from CommBox.

Step 3: General Activation

1. At the CommBox console, navigate to Settings > SAP C4C and click Install.
2. Enter the SAP ODATA API endpoint URL of your Cloud for Customer (C4C) system.     
        Example: https://myXYZCorp.crm.ondemand.com/sap/c4c/odata/v1  
3. Enter the user's credentials (the Admin’s username and password used in the SAP console with permission to invoke ODATA API calls to SAP). 
4. For data security, select the type of environment you are using (production or non-production), and CommBox will then supply the proper AIR Key to SAP.  
5.  Click Save.

Tip: Test the URL and credentials in a browser or use a Postman tool to validate the URL and credentials.       

Note: In the event the credentials are incorrect, an error message will appear. 

    6. Go back to the Settings page, select the Privacy and Security module from the Settings & Tools section, and click on General.        

    7. Enable the iFrame for the agents by switching the toggle on.

8. Click Save at the bottom corner of the screen.

Step 4: Activation of Communication Channels

1. At the CommBox console, navigate to Settings, click the desired communication type, and select a specific channel for the SAP integration. 
2. At the settings of that channel, click the SAP C4C integration section, and activate the integration for that channel (toggle to On). End by clicking SAVE at the bottom of the screen.  
   Learn about the Server-side / Client-side options in the Use-case Scenarios section below.
   - Main: Search the customer & Create records in Microsoft Dynamics 365 – The main server side of the integration. Contact us if you want to have it turned off while other toggles remain on.    

   - Transfer the Conversation Attachments to Dynamics 365 – Note that the remarks in CommBox are clickable links.

   - Transfer the Transcript to Dynamics 365 upon conversation resolution – Note that the remarks in CommBox are clickable links.

   - Transfer the Conversation Summary to Dynamics 365 upon conversation resolution – AI summary requires toggling on that feature in the AI Assistant section. Note that the remarks in CommBox are clickable links.

   

   - Activate embedded UI integration – enables the CommBox iFrame to be seen in Dynamics CRM and activate items within it. 

   - Maximize the iFrame on assignment to the assigned agent only – When the specific agent is assigned to the conversation, the minimized iFrame will expand. 

   - Maximize the iFrame on new conversation for all available agents – All available agents will have the minimized iFrame expand on the CRM screen when new conversation enters the system. 

3. Repeat this process for all relevant channels.

Use-Case Scenarios 

The channel activations with the SAP integration provide a few options for the user from both the server side and the client side. 

The Server-side processes are executed on the web server before the web application is delivered to the user's device, while the Client-side processes (usually via JavaScript) are executed on the user's device after the web application is delivered.

Use Case Scenario 1 - Client Side Only (Only the bottom two toggles are On)

A Customer initiated a conversation with the agent, and the conversation is visible on the CommBox iFrame within the SAP CRM windows. Once the agent clicks on the conversation, a reference list of all windows that contain the same phone number will pop up.  

The last toggle enables attachments to be transferred from the CommBox window to the Chat activity at the CRM (within the transcript). This will happen automatically once the conversation is closed (Resolved status).

Use Case Scenario 2 - Server-Side with the CommBox iFrame (Top 4 toggles On)

In the Server-side integration (with or without the iFrame), the bot is running the operation, searching for the customer within the CRM, and then creating a new ticket if not found. 

Of the 3 Server-side capabilities, the 1^st one (Search & Create) is mandatory, and the other two are optional. To customize the system further to enable the optional server-side capabilities while keeping the search and create Off, contact your CS.  

The 2^nd toggle enables the transferring of attachments to the created fields.

In the System activity for the creation of a new Service Request (a Ticket), there is a clickable link that opens up the ticket in a new tab.

The 3^rd toggle enables the transcripts to be transferred to SAP.

Once the conversation is resolved, the transcript is sent to the 'Notes' area of the created Ticket (Service Request).