Defining settings for SAP Service Cloud (C4C) integration

Communication Panel can be integrated with SAP Service Cloud (C4C) user interfaces.

With this procedure you enable integration for the users that are linked to this specific user settings template.

  1. On the System Configurator main screen, choose User and Role Management > User Settings Template.
  2. To create a new template, choose Add New.

    Or

    Search for the template for which you want to configure the integration.

  3. In the SAP Service Cloud (C4C) Integration block, Enable Communication Panel Integration with C4C is enabled by default. Keep it enabled. If you disable this option, no messages are sent to C4C from Communication Panel.
  4. If you want to make it possible for agents to contact a customer by clicking on their phone number in C4C, select Enable Click-to-Connect for SAP Service Cloud (C4C). Available channels are phone call, SMS, and WhatsApp.
  5. Save your entries.
Note: Check that the option Enable ServiceNow Integration for Phone Channel in User and Role Management > User Settings Template > ServiceNow Integration is not selected. If this setting is enabled, the user has to log on to SAP Service Cloud (C4C) twice because the first logon attempt fails due to an issue in ServiceNow, which forces a reload of Communication Panel.

You can open Communication Panel in another browser window and see the My Conversations view that is responsive to the available frame size in the CRM. For more information, see Configuring responsive My Conversations view.