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Saving E-Mail, Appointment, Visit, Phone Call via Add-In. How Linking Related Objects Works?

 

 

[ This article is work-in-progress ]

 

 

Linking related objects by SAP Cloud for Customer Server-Side Integration is based on other SSI processes, such as the initial search of records in SAP Cloud for Customer and applied filters during the initial search. Refer to this article for more information on SSI initial search and applied record filters.

 

The key points describing the logic of linking related objects while saving E-Mails, Appointments, Visits, or Phone Calls via SSI Add-In are the following:

  1. Objects extracted during the “Initial search” from activity participants (parsing) are displayed in the Add-In - Contacts, Individual Customers, Accounts, and unknown cards. Employees are not shown, as well as objects from blocklisted e-mails/domains.


  1. After the activity is saved from Add-In by clicking on any card, all participants (previously parsed objects) are shown with “Item was saved” status, and after the activity appears in C4C, all participants (including Employees and blocklisted objects) are saved in appropriate fields like FROM/TO/CC as e-mail participants and as attendees in Appointment, Visit, Phone Call.


  1. All business objects like Opportunities, Leads, Tickets, and so on, and also Tasks and other activities (if allowed) - can be searched and clicked in the Add-In. The “Save this Item” button changes to “Item was saved”. After the activity appears in C4C, all clicked objects appear in the Related Items of the saved activity.


  1. Last clicked Account or related Account of last clicked object is set as Primary Account of a saved E-mail, Appointment, Visit, or Phone Call (By last clicked means a button “Save this item” is clicked for this object).


  1. The first Contact that is parsed from e-mail participants or event attendees is set as a Primary Contact of a saved E-mail, Appointment, Visit, or Phone Call. In case there is no Contact found on C4C from e-mail participants or event attendees - no Primary Contact is set from Add-In.

Tip

C4C can be configured in a way that the Primary Contact will be retrieved from the Primary Account automatically - this is not related to Add-In linking.


  1. This logic works identically for sharing via Compose mode or Read mode.