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How Event Sharing by Meeting Attendee and Organizer Works

 

This article describes the Sharing by Attendee/Organizer feature and how it works within sharing (saving) events from the MS Exchange calendar to SAP Cloud for Customer by the SSI sync engine.

Description of the roles and processes

  • Meeting Organizer – the organizer of a meeting in the MS Exchange calendar. The Organizer cannot be changed for the meeting.

  • Meeting Attendees – internal employees or external persons who are the invitees in the MS Exchange calendar.

  • Meeting Owner - the owner of the meeting in SAP Cloud for Customer, and it can be modified.

  • Organizer role, Attendee role – meeting participants in terms of SAP Cloud for Customer. Only a single participant can have the Organizer role. All roles can be modified in the CRM.

Since SAP Cloud for Customer has a common calendar for all employees, it is not necessary to sync events from all participants individually. It is sufficient to sync the event by the Organizer or Attendee (Sharing by Attendee feature), so it appears in calendars for all other SAP Cloud for Customer users who are the Attendees.

The user who has the Organizer role synchronizes the meeting with their MS Exchange calendar.

Event sharing by an Organizer

Outbound meetings where you are an Organizer in MS Exchange can be shared (saved) to C4C in several ways:

  • automatically if auto-saving is configured
  • by setting the categories for saving, e.g., “SAP Cloud for Customer” and/or “Visit”/”Phone Call” on the next synchronization session
  • using the Save button in the Add-In on the next synchronization session

If the Meeting Organizer is the first user who creates the meeting in the CRM, they become the Owner and acquire the Organizer role for this meeting in SAP Cloud for Customer.

The “SAP Cloud for Customer” and/or “Visit”/”Phone Call” category stays on the event in the Organizer’s calendar till the meeting is in sync scope (not deleted/canceled in the CRM or the Organizer role is changed and within sliding window, i.e., no earlier than 30 days in the past from the present date)

Event sharing by an Attendee

Inbound meeting invites where you are an Attendee but not a Meeting Organizer in MS Exchange can be saved to SAP Cloud for Customer in the same ways as outbound meetings:

  • automatically if auto-saving is configured
  • by setting the categories for saving, e.g., “SAP Cloud for Customer” and/or “Visit”/”Phone Call” on the next synchronization session
  • using the Save button in the Add-In on the next synchronization session

By default, only accepted invites can be saved to the CRM. However, you can change this behavior in the Sync Settings in the User profile.

Events saved by an Attendee will be created in SAP Cloud for Customer with

  • the Attendee is set as an Owner and assigned with the Organizer role;
  • actual Meeting Organizer who created the MS Exchange meeting is added with the Attendee role in the participants list.

The “SAP Cloud for Customer” and/or “Visit”/”Phone Call” category stays on the event in the Attendee’s calendar till the meeting is in sync scope (not deleted/canceled in C4C or Organizer role is changed and within sliding window, i.e., no earlier than 30 days in the past from the present date)



Specifics of meeting invitation saving

1. Meeting is saved by an Attendee

If one of the meeting Attendees has saved this meeting, all other internal Attendees will see the “Item was saved” status on this meeting in the Add-In. But the “SAP Cloud for Customer” and/or “Visit”/”Phone Call” category will be present in the Attendee’s calendar who has the Organizer role SAP Cloud for Customer.

Other internal Attendees will not be able to share (save) this event or set the “SAP Cloud for Customer” and/or “Visit”/”Phone Call” - it will be cleared on the next synchronization session because another user (the first Attendee who shared the event) is already synchronizing this meeting.

If the Meeting Organizer is an external person (does not exist as an employee in SAP Cloud for Customer) or an employee with inactive synchronization, the Meeting Owner and Organizer role will never be changed in C4C by sync.

2. Meeting is first saved by an Attendee and then synced by the actual Meeting Organizer

If one of the meeting Attendees has saved this meeting, they become the Owner of the meeting and is assigned the Organizer role in C4C. The actual Meeting Organizer (who created the meeting in MS Exchange) is saved with the Attendee role.

Only once the Meeting Organizer shares the event from the MS Exchange calendar and the sync session is completed the takeover will happen - the event’s Owner and Organizer role in SAP Cloud for Customer changes from the Attendee to the Meeting Organizer.

For the Attendee who shared this event first, this event will be out of sync scope, and they won’t be able to sync any changes to this event. The shared category will be cleared in the MS Exchange calendar on the next sync session.

 

 

Example of Sharing by Attendee

Let’s take a look at the example of Sharing by Attendee feature in action, where the MS Exchange event Organizer and Attendee are the following:

  • Organizer – Tetiana

  • Attendee – Anna

 

The first screenshot shows the Visit shared by the Attendee to the SAP Cloud for Customer before Organizer’s synchronization run. Anna is assigned as Visit’s Owner and Organizer in this case.

 

The second screenshot shows the same Visit in SAP Cloud for Customer after the synchronization is performed by Organizer – Tetiana has taken over the Visit and become its Organizer and Owner.

 

Note

Since SAP Cloud for Customer has a common calendar for all employees, it is not necessary to sync events from all participants individually. It is sufficient to sync event from Organizer or Attendee (Sharing by Attendee feature), so it appears in calendars for all other SAP Cloud for Customer users who are attendees