SAP Cloud for Customer Mobile Apps

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SAP Cloud for Customer

Document Version: CLOUD–2024-08-28

THE BEST RUN 

Content

1 About Mobile Options........................................................ 4

2 Extended Apps..............................................................5

2.1 Mobile Device Requirements.....................................................6

Minimum Network Requirements for Mobile Devices..................................6

Mobile Device Performance...................................................6

SAP Cloud for Customer Applications............................................6

2.2 Features Supported by Platform.................................................. 8

2.3 Download and Install App.......................................................10

Single Sign-on............................................................12

Proxy Settings in Android....................................................12

Proxy Settings in Windows................................................... 13

2.4 Mobile App Updates.......................................................... 13

2.5 Emergency Corrections........................................................16

2.6 What's Supported and What's Not................................................ 16

Limitations..............................................................20

2.7 Oine Mode............................................................... 26

Oine Settings........................................................... 31

FAQs.................................................................. 40

Troubleshooting...........................................................41

2.8 Oine Features............................................................. 43

Sales Orders Oine........................................................44

Sales Quotes Oine........................................................57

Visits Oine.............................................................68

Activities Oine...........................................................72

Promotions Oine.........................................................79

Collections Oine.........................................................81

Opportunities Oine.......................................................86

Accounts Oine.......................................................... 93

Contacts Oine..........................................................102

Leads Oine............................................................107

Service................................................................ 118

2.9 Settings, Security, and Support................................................. 134

Advanced Settings........................................................134

Mobile Settings.......................................................... 137

Smartphone Settings......................................................142

Working with Android Permissions.............................................142

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Managed App Conguration support...........................................143

Dening External iOS/Android/ Windows App Navigation.............................145

Security................................................................147

Report a Case............................................................147

Impact of Network Switch...................................................148

In-App Auto Updates...................................................... 148

App Version Information....................................................148

2.10 How-to's..................................................................152

Export to Microsoft Excel for Android (Samsung tablet) and iPad .......................152

Upload Files from iCloud....................................................153

Work with Attachments in Oine..............................................153

Work With Maps..........................................................154

Open URLs in the App Instead of the Browser.....................................156

Action Buttons in Push Notication not Working...................................156

Set-up Face ID in iOS...................................................... 156

Receive Push Notication for Workow Rules( iOS and Android)........................157

Upload a Large Number of Images as Attachments (iOS).............................157

Use One-Click Dial-in for Phone Links With Extensions...............................157

Upload Multiple Photo Attachments............................................158

Calling and Messaging from Various Applications.................................. 159

2.11 Conversational Sales Assistant..................................................159

Scope and Congure Sales Assistant...........................................163

2.12 Privacy Policy - SAP Cloud for Customer Mobile Application.............................163

SAP Cloud for Customer Mobile Apps

Content

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1 About Mobile Options

Learn how to use the solution features and capabilities on the go, on mobile devices.

Each of the categories of devices are described for you choose from the respective stores. The dierent mobile

product oerings are:

• SAP Cloud for Customer for iPad

• SAP Cloud for Customer for Android

• SAP Cloud for Customer for Windows Tablet

Note

For a business user to use SAP Cloud for Customer mobile version, they must have a valid license of the

solution and login credentials. As an administrator, you will need to enable mobile services as the data and

business processes available on the app, depend on the business user's role in the back-end system.

Mobile edition leverages responsive UI technology to provide the same experience across dierent devices

and platforms. You can access the main functions of the solution anytime, anywhere and on any device. You

enjoy the same feature function level across platforms and devices, including access to device capabilities with

minimal conguration and mobile-only eort.

You can also work in the oine mode to add, modify, or delete items. All changes made on your device are

either queued or automatically updated in the system over the Internet in real time.

SAP Cloud for Customer provides you with instant access to the solution data from a phone or tablet. Here are

some of the reasons to consider the app.

• Mobile edition is included with the solution license.

• Plug-and-play app that just requires download from the App Store and you are ready to go.

• Oine capability to add, modify, or delete items in oine mode, that are saved locally and synchronized,

when you connect to the network.

• Compact, congurable layout of contentand the intuitive user experience.

• Easy drilldown into data points or document to gain a 360 degree view.

• Integrated device functions with the ability to access native capabilities such as camera for scanning

business cards and bar codes on the y.

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SAP Cloud for Customer Mobile Apps

About Mobile Options

2 Extended Apps

Graphical navigation for SAP Cloud for Customer mobile apps.



• Features Supported by Platform [page 8]

• Mobile Device Requirements [page 6]

• Download and Install App [page 10]

• What's Supported and What's Not [page 16]

• Oine Mode [page 26]

• Oine Features [page 43]

• Settings, Security, and Support [page 134]

• How-to's [page 152]

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2.1 Mobile Device Requirements

Minimum requirements for SAP Cloud for Customer mobile applications.

For information on the Mobile application, refer the SAP Cloud for Customer Mobile Apps guide.

2.1.1Minimum Network Requirements for Mobile Devices

Minimum bandwidth requirements for mobile devices using SAP Cloud for Customer apps.

• Upstream: 2 mbps

• Downstream: 2 mbps

• Latency: 200ms or better

A Wi-Fi or cellular network connection is required to communicate with SAP Cloud for Customer servers. For

Wi-Fi, minimum bandwidth requirements are listed above. For cellular connections, a 4G network or faster is

required. For the best performance, we recommend using Wi-Fi or LTE.

2.1.2Mobile Device Performance

Performance specication and processor recommendations.

SAP tests the supported and recommended devices. Recommended devices provide better performance and

usability. Devices with similar or better specications than the recommended devices should be compatible,

but are not tested by SAP.

For the supported and recommended devices, Intel Core M microprocessors are not recommended because

sucient performance cannot be guaranteed.

2.1.3SAP Cloud for Customer Applications

Supported and recommended device and operating system requirements for using SAP Cloud for Customer

apps.

Restriction

The Surface Pro tablet is recognized as a desktop computer by the SAP Cloud for Customer app.

To provide a better experience in the solution, the user interface is slightly dierent on tablets than on

desktop devices. For example: Editing formatted text happens inline on desktops and in a full screen pop-up

window on tablets.

The solution checks various browser properties plus the width of the device screen to recognize tablets.

Browser properties on the Surface Pro tablet appear the same as a Windows 10 desktop device, and the

display width of Surface Pro tablet is greater than 1024 pixels. This width is considered large enough to be

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a desktop display by SAP user interface standards. For these reasons, the Surface Pro is recognized as a

desktop device and any tablet-specic user interface elements aren’t available.

Tablet Device Requirements (Eective Mar 2023)

Device

Supported Oper-

ating System

Recommended

Device Model

Supported Device

Model

Minimum Hard-

ware Specica-

tion End of Support

Apple iPad iPadOS 16.5.1 and

above

Recom-

menda-

tion

Use the latest

iOS version

available

Apple iPad 10th

Gen (A14 Bionic)

Apple iPad 8th

Gen and above

3 GB RAM,

A12 Bionic chip

with 64-bit archi-

tecture

Hexa-core (2x2.5

GHz Vortex + 4x1.6

GHz Tempest),

32/128 GB HD

September 2025

(iPad 8th Gen)

Android Tablet Android 11, 12 and

Samsung Galaxy

Tab S8

Samsung Galaxy

Tab S7 and above

8 GB RAM,

Octa-core (1x3.09

GHz Cortex-A77 &

3x2.42 GHz Cor-

tex-A77 & 4x1.80

GHz Cortex-A55,

64 GB HD

Mar 2025 (Sam-

sung Galaxy Tab

S7)

Microsoft Windows

Tablet

Microsoft Windows

10, version 2004

or above, Micro-

soft Windows 11

Surface Pro 8 Surface Pro 7+ and

above

Restric-

tion

Only x64 pro-

cessor based

devices are

supported.

ARM based

processor not

supported.

8 GB RAM,

Quad-core 11th

Gen Intel®

Core™ i5-1135G7

Processor, 256 GB

Mar 2026 (Surface

Pro 7+)

Note

• The recommended devices will be reviewed once in 2 years and updated, as required.

• If there’s any change in the end of support date, then it will be communicated six months in advance.

• Any device with hardware specications equal to or above the minimum hardware specication will be

supported.

• Oine support is available on all supported devices.

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Restriction

• Mobile Devices with device width less than 360 px aren’t supported. For more information, see the

following links:

• Compare devices

• iOS Device Compatibility Reference

• Mobile apps aren’t supported in the browser of mobile devices.

Smartphone Device Requirements (Eective Mar 2023)

Supported Operating

System

Recommended Device

Model

Supported Device

Model

Minimum Hardware

Specication End of Support

iOS 16.5.1 and above

Recom-

mendation

Use the latest iOS

version available

Apple iPhone 13 (A15

Bionic)

Apple iPhone 11 and

above

iPhone SE3 and above

Restriction

iPhone SE devices

aren’t supported.

4 GB RAM, A13 Bi-

onicHexa-core (2x2.65

GHz Lightning + 4x1.8

GHz Thunder), 64/128

GB HD

September 2025 (Ap-

ple iPhone 11)

Android 11, 12 and 13 Samsung Galaxy S21 Samsung Galaxy S20

and above

8 GB RAM, Octa-

core (2x2.73 GHz Mon-

goose M5 & 2x2.50

GHz Cortex-A76 &

4x2.0 GHz Cortex-

A55) CPU, 64 GB HD

Mar 2025 (Samsung

Galaxy S20)

Note

• The recommended devices will be reviewed once in 2 years and updated, as required.

• If there’s any change in the end of support date, then it will be communicated six months in advance.

• Any device with hardware specications equal to or above the minimum hardware specication will be

supported.

• Oine support is available on all supported devices.

2.2 Features Supported by Platform

Learn about the the list of features supported by platform.

Feature

iOS Android Windows

3D touch to switch between

online and oine mode

✔ ╳ ╳

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Feature iOS Android Windows

App Version Check ✔ ✔ ✔

Latency Check ✔ ✔ ✔

Logging ✔ ✔ ✔

Touch ID Setup ✔ ✔ ╳

SSO Setup ✔ ✔ ✔

OAuth ✔ ✔ ✔

SpotLight Integration ✔ ╳ ╳

Annotations ✔ ✔ ✔

Universal Links ✔ ✔ ╳

In App Auto Update ✔ ✔ ✔

Passcode and Logon Prole,

including Multiple Logon Pro-

le Setup

✔ ✔ ✔

iCloud Integration ✔ ╳ ╳

Location-based Visit Check-

out Reminder

✔ ✔ ✔

Managed App Conguration ✔ ✔ ╳

Generate Local Summary ✔ ✔ ✔

Certicate Pinning ✔ ✔ ✔

Custom URI support ✔ ✔ ✔

Push Notication for appro-

val tasks

✔ ✔ ╳

Push Notication for quick

actions

✔ ✔ ╳

Click to Call ✔ ✔ ✔

Camera ✔ ✔ ✔

Download and show le ✔ ✔ ✔

MDM Managed Device Re-

strictions

✔ ✔ ╳

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Feature iOS Android Windows

Disable Clipboard ✔ ╳ ╳

Planocheck ✔ ╳ ╳

Business Card Scanner ✔ ✔ ✔

Mashup Links Open in Sys-

tem Browser in ext app

✔ ✔ ✔

Attachment Auto Download

for Oine

✔ ✔ ✔

Split Screen Multitasking

Support

✔ ✔ ╳

Face ID support ✔ ╳ ╳

Assistant ✔ ✔ ╳

Google Maps ✔ ✔ ╳

Note

Starting May 2024, we

will not support google

maps in the Windows

app. Use the browser to

access maps instead.

2.3 Download and Install App

Learn how to install the solution in browser and apps.

Context

Install SAP Cloud for Customer either from the iTunes Store, Google play, Windows Store, Amazon App Store,

or Tencent Appstore

, depending on your selection. Launch the application, and set up a pin.

Then, to log on to the screen do the following:

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Procedure

1. Enter the URL.

For Browser You manually change the access URL to

https://myxxxxxx.crm.ondemand.com/sap/

public/ap/ui/repository/SAP_BYD_UI/

HTML5/newclient.html to access the new

responsive UI.

Use the parameter client_type=newhtml.

For example: myXXXXXX.crm.ondemand.com/sap/

public/byd/runtime?client_type=newhtml

Note

To automatically be directed to the RUI screen, logon

and log o with this url in the browser. Then, relogin

with Restart Application.

For Apps

https://myxxxxxx.crm.ondemand.com/ where

xxxxxx is the tenant for your back-end system.

2. Enter the username and password.

Note

You can select “remember password” on your device. With the selection, you can log in only with your

pin in the future and you don't have to enter the username password again.

PIN is supported for all the mobile devices including smartphones and tablets, and desktops with

Windows 8.1 or Windows 10 when the mobile app is used.

The PIN must be eight characters in length and include one numeric and one capital value. After eight

failed attempts, the PIN will be reset and oine data will be deleted.

Note

Warning:

If you forget your PIN, all your logon proles and oine data are deleted. You can create a pin by

clicking Forgot your Pin.

Note

OPTIONAL:

Clicking Manage logon proles lets you create more logon proles (combination of system, url, user

name, and password).

3. Choose Log On.

If you do not have the information required for these settings or you have problems logging on, contact

your system administrator.

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Caution

SAP does not warrant that the software and/or features as described herein will be available without

interruption or permanently. SAP draws your attention to the fact that the availability is subject to

the sole discretion of the operator of the app store. The operator of the app store may, at any time

and without notice, restrict, interrupt, or prevent use of the software, or delete the software from your

mobile device, or require SAP to do any of the foregoing actions.

Note

For details on Open Source Legal Notices (OSNL) for Free and Open Source Software (FOSS) see, Free

& Open Source Notices

2.3.1Single Sign-on

1. Enter the system url.

2. Toggle the Use Single-Sign-On checkbox and set it to On.

3. Select Go to Single Sign-On button.

4. If your Identity Provider supports certicate-based SSO, you are prompted to choose or allow the app to

load the certicates installed on your device.

5. If your Identity Provider only supports form-based authentication, you are directed to a page where you

can key in the username and password to be used for authentication.

6. After successful authentication, you are redirected back to the app.

2.3.2Proxy Settings in Android

Steps to proxy setting in SAP Cloud for Customer Android.

If you are using a wi- network that uses a proxy, do the following steps, before running SAP Cloud for

Customer app for Android.

1. Open Settings and click on Wi-Fi.

2. Long press on the currently connected wi- and select Modify network.

3. If you cannot see the Proxy conguration elds, click on Advanced options. If your Proxy is set to None,

then there’s nothing to do.

4. However, if your Proxy is set to Manual, then you have to set the Bypass proxy for eld with localhost.

5. Click Save.

6. Go back to Settings and click Apps (or Application Manager in some devices)

7. Find and click Cloud4Custex.

8. Click Force Stop.

9. Click Clear Data.

10. Run the SAP Cloud for Customer App again.

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2.3.3Proxy Settings in Windows

Steps to proxy setting in SAP Cloud for Customer Windows.

Do the following steps, before running SAP Cloud for Customer app for Windows.

1. Go to Settings.

2. Open Network & Internet.

3. Select Proxy.

4. Specify the proxy script address or use manual proxy setup.

Note

When using manual proxy setup, make sure to check the option Don't use the proxy server for local

(intranet) address.

2.4 Mobile App Updates

You can nd details of the current versions, and planned release dates of the app on various stores and SAP

ONE Support Launchpad (formerly Service Market Place).

Mobile Store Delivery

Platform

App Name

Current Re-

lease

Current Store

Version

Planned Re-

lease

Planned Re-

lease ETA in

Store

Info

SAP Cloud for

Customer for

iOS

2408 HFC01 2408.1.0 2411 HFC01 18th Nov 2024

iOS version

16.5.1 and

above are sup-

ported on

phone and iPad.

Rec-

ommen-

dation

Use the lat-

est iOS ver-

sion availa-

ble.

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Platform App Name

Current Re-

lease

Current Store

Version

Planned Re-

lease

Planned Re-

lease ETA in

Store

Info

SAP Cloud for

Customer for

Android @ Goo-

gle Play Store

2408 HFC01

2408.1.2 2411 HFC01 18th Nov 2024

SAP Cloud for

Customer for

Windows

2408 HFC01 2408.1.24218.0 2411 HFC01 18th Nov 2024

SAP Cloud for

Customer for

Android @Ama-

zon Appstore

2408 HFC01

2405.2.0 2411 HFC01 18th Nov 2024

SAP Cloud for

Customer for

Android @Ten-

cent Store

2408 HFC01

2405.2.0 2411 HFC01 18th Nov 2024

SAP Sales and

Service Core

2202 2.0.1 - New versions

will be released

only when App

changes are re-

quired

SAP ONE Support Launchpad (formerly Service Market Place) Delivery

Platform App Name

Current Re-

lease

SMP Store Ver-

sion

Planned Re-

lease ETA in Store Info

SAP Cloud for

Customer for

iOS

2408 HFC01 2408.1.0 2411 HFC01 21st Nov 2024

iOS version

16.5.1 and

above are sup-

ported on

phone and iPad.

Rec-

ommen-

dation

Use the lat-

est iOS ver-

sion availa-

ble.

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Platform App Name

Current Re-

lease

SMP Store Ver-

sion

Planned Re-

lease ETA in Store Info

SAP Cloud for

Customer for

Android

2408 HFC01 2408.1.2 2411 HFC01 21st Nov 2024

SAP Cloud for

Customer for

Windows

2408 HFC01 2408.1.24218.0 2411 HFC01 21st Nov 2024 Win10

2.4.1Oine Incompatible Changes

Similar to the 2302 release, with the 2305 release, some incompatible changes are delivered for oine

functionality in Extended Apps.

If you are working with oine functionality, we recommend you to use the 2305 app to connect to the 2305

system.

Restrictions/ Limitations

• As in every release, perform the initial data sync in the 2305 app to fetch the latest oine functionality or

else you can’t create or edit oine objects.

• In case you use the 2302 app with the 2305 system, the data download will be blocked, but you can still

work and upload oine changes based on the 2302 code.

• The usage of the 2302 App with the 2305 system won’t be supported.

2.4.2App with New Certicate Unavailable - Issue Resolved

The latest version of the application that contains a certicate update is now available on the Microsoft Store.

You can continue working with the new version, without facing any issues.

To update the application,

1. Go to the Microsoft Store.

2. Search for SAP Cloud for Customer.

3. Choose Update.

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2.5 Emergency Corrections

This section provides details on the Emergency Patches (EP) deployed on the customer systems with the

corresponding mobile app versions information. Mobile app versions info is provided only if an EP is relevant for

In-App update through mobile apps.

2302 Release

EP Number

Fixed Issues/

Enhancements

Deployment

Date

Mobile Rel-

evant

iOS App Ver-

sion

Android App Ver-

sion

Windows App Ver-

sion

2000000388 Unable to up-

load logs from

iOS 16.

12th March

2023

Yes

2302.1.2

(O14C12)

2302.1.1

(O14C12)

2302.1.23033.0

(O14C12)

2.6 What's Supported and What's Not

Find the list of work centers and tabs supported and not supported in the mobile apps. You may see some or all

of the views described in the following sections, depending on how your user is congured in your solution.

Supported Work centers in Mobile Apps

Workcenter Tabs Browser Tablet Smartphone

Activities Activity Lists Y Y Y

Appointments Y Y Y

E-Mails Y Y Y

E-Mail Blasts Y Y N

Messaging Y Y Y

Phone Calls Y Y Y

Tasks Y Y Y

Activity Planner Plans Y N N

Routing Rules Y N N

Analysis Dashboard Y Y Y

Reports Y Y Y

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Workcenter Tabs Browser Tablet Smartphone

Business Partners ,

Customers

Account Hierarchy Y Y N

Collections Invoices Y Y Y

Payments Y Y Y

Competitors Competitors Y Y Y

Competitor Products Y Y Y

Contracts Contracts Y Y Y

Customers Contacts Y Y Y

Individual Customers Y Y Y

Accounts Y Y Y

Sales Intelligence Y Y N

Customers, Sales

Campaign

Target Groups Y N N

Customer Insights Customer Insights

Y N N

Data Workbench Export Y

Monitor Y N

Templates Y N N

Update Y N N

Import Y N N

ECC Search ECC Sales Orders Y Y Y

E-Mail Integration User Settings Y N N

Feed Feed Y Y Y

Installed Base Installed Base Y Y N

Installation Points Y Y Y

Maintenance Plans Y Y N

Installed Base, Prod-

ucts

Registered Products Y Y Y

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Workcenter Tabs Browser Tablet Smartphone

Library Attachments Y N N

Library Y Y Y

Attachment Download Monitor Y Y Y

Attachment and Attribute Monitor Y N N

Sales Campaign Campaigns Y Y N

Lead Scores Y Y N

Sales Campaign Funds Y Y Y

Promotions Y Y Y

Response Options Y Y Y

Marketing,Sales Leads Y Y Y

Partners Partner Contacts Y Y Y

Partners Y Y Y

Partner Application Y Y Y

People Employees Y Y Y

Groups Y Y N

Delegates Y Y Y

Products Products Y Y Y

Prices Y Y N

Product Lists Y Y Y

Warranties Y Y Y

Product Category

Y Y N

Resource Scheduler Assignments Y Y Y

Resource Scheduler Y N N

Sales Deal Registration Y Y Y

Forecasts Y Y Y

Sales Leads Y Y Y

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Workcenter Tabs Browser Tablet Smartphone

Opportunities Y Y Y

Sales Quotes Y Y Y

Sales Orders Y Y Y

Pipeline Simulation Y Y Y

Sales, Service Territories Y Y Y

Service Ticket Hierarchy Y Y Y

Work Tickets Y Y Y

Live Activity Center Y Y N

Unassociated E-Mails Y Y

Tickets Y Y Y

Social Media Message Y Y Y

Skills Skills Y N N

Stock

Y Y Y

Surveys Related Attachments Y N N

Surveys Y N N

Question Bank Y Y Y

Time Recording Time Reports Y Y Y

Time Entries Y Y Y

Utilities Premise Y Y Y

Visits Tours Y Y N

Visits Y Y Y

Visit Planner

Y Y Y

Routes Y Y Y

Visit Execution Y Y N

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2.6.1Limitations

Check out the online, oine, and smartphone limitations in SAP Cloud for Customer.

2.6.1.1 Online Limitations

Find the list of online limitation in SAP Cloud for Customer.

Online functionality limitations:

Limitations For Fiori Client

• Sticky notes aren’t supported.

• The following functionalities aren’t supported for Right-to-Left languages (RTL) - Document Flow, Activity

time view, Retail-Transaction Timeline, Team Calendar and Product Details, AFS- Grid Based Ordering and

Product Details, Buying Center, Number Input in fast order, Business card scanner, Pipeline Inuencer,

Deal Finder, Planocheck, Evernote, Guided Activity Floorplan (GAF), and Computer Telephony Integration

(CTI).

• Limitations in RTL version of Resource Scheduler:

• As with the regular version, Work week can’t be changed in Resource Scheduler for RTL version as well.

The work week is marked from Monday to Friday.

• Table grid for events (assignments/appointments) doesn’t render properly when a horizontal scroll bar

is displayed on the gantt chart.

• When you paste text in the rich text editor, any html or text formatting is removed. The only formatting

preserved are the new lines, paragraph etc. This prevents any whitelisting error when saving the formatted

text content.

• Only the allowlist of HTML tags is supported for formatted text. Tags not listed in the whitelist won’t be

saved and give error. For the complete list, look at the topic Supported HTML Formatting Tags in Incoming

E-Mail under the Administration Guide.

• While using the rich text editor, you can’t apply the underline and strikethrough styles simultaneously on

the same text.

• When you press the backspace or delete button to go back to the previous line in the rich text editor, the

font name and font size dropdown lists may revert to the default values.

• When you are in global edit mode, you can edit records only in the focused page. You aren’t allowed to go to

the other pages.

• Global edit is disabled with the select all action in a dataset.

• In global edit mode, select all feature is always disabled.

• In a list if the records spans across multiple pages, global edit is disabled when you do select all.

• In a list if the record is restricted to one page only, then global edit is available when you do select all.

• When you select a few items in a list and navigate to another page on the list, then global edit isn’t available.

• In the multiselection mode, Select all is limited to 1000 records.

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• Image view isn’t available for hierarchical list and lists with grouped columns.

• On Home page, the group name and custom tile titles are maintained in English. So, when a user logs in, in

another language, he doesn't see group name and custom tile text. However, the key user can maintain the

language text for a group or custom tile by logging into respective language.

• Title case changes are applicable only for SAP delivered objects. For custom objects, you have to make the

title case change.

• In the Results tab, under Survey, the shape of the Export button isn’t consistent. This button will be

optimized in future release.

• Drop down only allows you to input the values that match the items. For drop-down like country/region

both the code value and description (DE – Germany) are supported. But, when using type-ahead search, it

isn’t possible to nd it by typing Germany. You have to type in the code value DE.

• Limitation in SAP Cloud Application Studio:

• Floor plans of type Fact Sheet (FS) aren't supported.

• Auto Expand ag is not available.

• Panes of type Browse and Collect, Hierarchy Graph, SideCarPanel, GanttChart, NetworkChart,

NestedLayout, GridLayoutSnippet, GroupCalendarPane aren’t supported.

• Controls of type LineSeparator, ProgressBarControl, MediaPlayerControl, RatingControl, Legend Control

aren’t supported.

• Selected quantity unit disappears when you press the enter key. This happens both in online and oine

mode. The workaround is to click outside the dropdown box before pressing enter in the quantity unit eld.

• Map pin color is only supported for account map view for the account roles - Customer and Prospect. Any

other role is defaulted to the same color as customer account role.

• When you switch to either cozy or compact mode, you need to log on again for your changes to take eect.

• Newsprint layout is supported only for object detail page. It is not supported in GAF, QAF, OIF, Factsheet

oorplans.

• Recent selections is only supported when you do a free text search. Search results from value help

selection don’t show up under recent selections.

• Recent selections isn’t supported for advanced search elds.

• Auto adjustment of table column width in Fiori Client isn’t supported in Microsoft Internet Explorer and

Edge browser (version >16).

• Editable dataset, inline edit, new quick view, header elds and all other new features in 1908 aren’t

supported.

• In desktop and tablet, the header elds aren’t emphasized in internet explorer.

• Push notications don’t get send out for existing BTM (Business Task Management) tasks in ready status.

See more details

• Change in Behavior

• For a better performance experience, number of open tabs is restricted to 6 in the mobile apps and an

information message is shown when this limit is reached. However, you can still open additional objects

after closing some of the open tabs, so that the tab count doesn’t exceed 6.

• As a best practice, it’s recommended that you save your work periodically when working on large

surveys and sales orders to ensure data retention.

• When designing surveys containing more than 50 questions, it’s recommend using page breaks for

optimal performance, organization, and eciency.

• Recent history list isn’t synchronized across devices. For example, the recent history list that you

access in your tablet is dierent from the recent history list on your desktop. This is to ensure that

recent history objects list is available in oine too. However, if the object isn’t synchronized for oine

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access, then you get an exception error if you open it. For example, a ticket in the recent history list,

that isn’t synchronized for oine access, gives an exception error when you try to open it in oine.

• System remembers your last selected action. In case last selected action is hidden (based on a

condition) in certain scenarios, then it doesn't show as default selection instead the default selection of

quick create component is shown. For example, Save in case of account creation screen.

• Some usability issues like diculty in working with table scroll and hierarchical reports can be

expected in windows-based devices.

• Case reporting is supported with the following limitation- Report case from exception dialog are NOT

supported across all devices.

• The following functionalities aren’t supported for Theme Builder -Marketing Attributes, Document

Flow, Activity time view, Retail- Transaction Timeline, Team Calendar and Product Details, AFS-

Grid-Based Ordering and Product Details, Buying Center, Timeline in Opportunity, Survey, Number

Input in fast order, Signature, Business card scanner, Pipeline Inuencer, Deal Finder, Email Create,

Planocheck, Mobile Forecast, Evernote, Heat map in analytics, Promotion calendar view, Resource

Scheduler, Live Activity Center, Guided Activity Floorplan (GAF), and Computer Telephony Integration

(CTI), and Genband Specic.

• The workcenter view to see tickets has been changed.

• In the rich text editor, each row in a list has consistent height in the Fiori client. However, in the browser,

text, and white space are compressed, while in touch devices there’s more room between text and

white space.

• In the internet explorer browser, when you have a mashup in the list and switch to the map view, the list

shrinks.

• In global edit mode, select all feature is always disabled.

• In a list if the records spans across multiple pages, global edit is disabled when you do select all.

• In a list if the record is restricted to one page only, then global edit is available when you do select all.

• When you select a few items in a list and navigate to another page on the list, then global edit isn’t

available.

Limitations for Apps

• The mobile apps support specic URL schemes for object navigation only.

• Data mashups aren’t supported in the apps.

• HTML mashup limitations in apps:

• Data exchange between HTML mashup and C4C via POST message.

• External authentication used by HTML mashups (certain HTML mashups might still work.)

When you use SSO authentication in the HTML Mashup on Cloud for Customer Extended Mobile Apps,

you must enter credentials and login to access the mashup content in the app. You will not be asked to

enter credentials until you sign out.

• Usage of Web API window.open

in HTML mashups.

• Relying on IE version < IE11 for HTML mashups.

• SAP Analytics Cloud stories are not supported on mobile devices. For more information, see

Integration with SAP Analytics Cloud, Embedded Edition

• For annotations on Android, you might need to click on the textbox multiple times to bring up the keyboard

while adding a note.

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• Barcode scanning isn’t supported on Windows.

• Business Card scanner isn’t supported on Windows.

• On Windows, the Email log feature only supports WindowsMail service and no other email service. So, you

need to choose WindowsMail as the default email service in the device setting. If you have any other email

service set up, it won’t open the email service.

• In the Windows app, sliding the on/o toggle button doesn’t work. You need to tap the button to turn it

on/o.

• Area selection can’t be used for dashboard interactivity in Windows-based devices

• Annotation feature isn’t supported on Windows tablets, Internet Explorer and, Edge browser.

• Report case functionality isn’t available both in online and oine.

• When you use the rich text editor in iPad, Android and Windows devices, the font name may not be

displayed even after it’s selected in the dropdown list. However, it’s correctly applied on the editor. This is a

known issue from our third-party provider kendo.

• While using the rich text editor, you can’t apply the underline and strikethrough styles simultaneously on

the same text.

• When you use the rich text editor in Microsoft Edge on Windows Mobile device or the Windows Mobile app,

the text entered may jump out of the editor while scrolling. This is a general issue with Microsoft Edge when

showing an iframe and not related to the rich text editor.

• When you use mashups in Microsoft Edge either on Windows Mobile device or Windows Mobile app, the

mashups are not rendered inside the iframe. This is a general issue with iframe and not related to the

mashups.

• In the windows app, under Activities, Email in the Email Viewer tab is not supported. It uses iframes to

display rich text which is a general issue when showing iframes, and not related to the email viewer.

• In tablets, the list header might cut o depending on the number of results displayed. This happens in the

portrait mode, when both the side pane and navigation menu are open. You can collapse the side pane to

see the header section.

• When using the rich text editor, if you touch outside the text area before closing the soft keyboard, then

the soft keyboard keeps popping up. This is an issue in iOS when using iframes. iOS is unable to access

whether you’re focused out of the input eld, and hence keeps bringing up the soft keyboard witheach

touch action. You can resolve this by selecting an input eld.

• In online, when you upload le attachments from your phone's gallery or camera, each le has a maximum

upload size of 5MB.

• You cannot use visits on mobile devices.

• Starting May 2024, the Cloud for Customer Windows application will stop supporting Google Maps. We

recommend using the browser to access maps instead. Nevertheless, we will maintain support for Google

Maps in the Cloud for Customer application on iOS and Android devices.

2.6.1.2 Oine Limitations

Find the list of oine limitation in SAP Cloud for Customer.

SAP Cloud for Customer is designed as a cloud-based solution — your system runs and stores your data in the

cloud. This enables you to access your system anywhere and anytime, from the supported devices.

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The SAP Cloud for Customer also includes the capability to work in oine mode, without a connection to your

system. Due to the nature of the cloud architecture there are limitations on what you can do while working

oine.

General Oine functionality limitations:

• Oine mode supports basic edit and create for specic objects.

Note

Key User Tools eld extensions are supported at the header and item level – an initial download will be

required for the object on the client after such changes are made.

Note

All online validations may not be available oine; validations are done at the time of synchronization for

data consistency.

• Object deletions are not supported.

• Custom business objects and reporting are not supported in oine mode.

• Support for data volume of 5000 records per object. For example, 5000 accounts, 5000 opportunities,

and so on.

• All business conguration scoping validations are not available in oine.

• All eld values are not defaulted oine during edit or create - they are defaulted after synchronization on

the server and updated.

• Some PDI enhancements are supported oine. For more details, see Oine Features.

• Starting Chrome version 119, debugging PDI oine features is not possible using the browser. However,

you can use mobile apps for testing.

• Map view is not available in oine.

• Search results in oine mode are dierent from online, as the online advanced search capability is not

available oine. Word search based on regular expressions is not supported in oine.

• Enterprise search is not available oine.

• Notications are not available oine.

• Launching help from Settings is not available oine.

• Case Reporting is not available oine.

• Features related to ag, follow, favorite, and tag are not available oine.

• When a data list is loaded, there is scroll limit of 100 records in mobile devices. It is best to use advanced

search to narrow down the data list.

• In oine, when uploading le attachments from your phone's gallery or camera, each le has a maximum

le size of only 2MB.

• In the internet explorer browser, when you have a mashup in the list and switch to the map view, the list

shrinks.

• In SQLite database, search is case sensitive for NON-ASCII characters and not case sensitive for ASCII

characters. This is a limitation of SQLite database.

• The following workcenter views are not supported in oine:

• Prices

• Price List

• Related Attachment

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• Related attachment monitor

• New Library

• Attachments

• Certain product lists and account hierarchies are not available in oine mode as they exceed the size

limit. The limit for oine download per business object instance is 2 MB. Account hierarchy larger

than 2000 accounts (customers) and product lists more than 4000 products are not downloaded. For

example, the account hierarchy ‘Green mile’ has 5600 sub-accounts like 'Green mile New York' etc. If the

account hierarchy is not downloaded, then the accounts like ‘Green mile New York’ is also not downloaded.

However, if you are in the account team ‘Green mile New York’ and there is download rule ‘My Accounts’,

then this account is downloaded even though the account hierarchies failed to download.

• With each new release, incompatible changes are being delivered for users working with oine

functionality in Extended Apps. With each release update, users are recommended to use the latest version

of the app to connect to their system once updated.

Restrictions/Limitations

• As in every release, perform the initial data sync in the latest app version to fetch the latest oine

functionality or else you can’t create or edit oine objects.

• In case you use the older version of the app with the updated system, the data download will be

blocked, but you can still work and upload oine changes based on the last version's code.

• Usage of the new version of the app with a system on the previous version won’t be supported.

2.6.1.3 Fiori client in Browser and Mobile apps Limitations

Find the list of smartphone limitation in SAP Cloud for Customer.

Note

The following workcenter views are enabled in SAP Cloud for Customer, but they are not supported in

smartphone:

• Installation Points

• Installed Base

• Maintenance Plans

List of limitations for smartphones

• On the homepage drag and drop on touch devices like Microsoft Surface and Internet Explorer touch is

currently not supported, due to a limitation of Internet Explorer with touch events.

• Month/Week/Work Week views are not supported for Calendar.

• Calendar view is not available in accounts result set.

• Fast Order entry is not optimized for smartphone. For example, Product selection in Sales Order and

Quote.

• Other features which needs to be optimized further are Document Flow, Activity time view, Retail -

Transaction Timeline, Retail - Team Calendar, Retail - Product Details, AFS - Grid Based Ordering, AFS -

Product Details.

• You cannot hide a work center view only from the smartphone.

• The Select All option is not available in chunk view, hence not available in Smartphone.

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• Landscape mode is not supported for both android and iOS.

• Auto-complete while searching elds does not work in smartphones.

• Report lters is not supported in Windows based smartphones.

• Drag and drop to move elds in reports is not supported in Windows based smartphones.

• Show single values by tapping on chart does not work in smartphones.

• The Analysis workcenter is not available in Windows based smartphone.

• For the Registered Products view, the Items tab is not supported in smartphone.

• There are no navigation targets available for iPhones.

• Reporting cases from shell menu is supported only on tablets, not on phones.

• Workcenter view Installed Base is not supported on smartphone both in online and oine mode.

2.7 Oine Mode

SAP Cloud for Customer also includes the capability to work in oine mode, without a connection to your

system. Learn how to enable oine mode for your solution.

Remember

You need to contact your administrator to enable oine mode.

Note

Users must provide a PIN for oine data encryption and perform an initial synchronization of data before

using oine mode.

General synchronization rules to keep in mind while working oine:

• The maximum number of objects you can sync per item type is 5000. For example, 5000 accounts, 5000

opportunities, and so on.

• You can’t delete synced objects in oine mode.

• Not all elds of synced objects are supported for edit or create, such as owner, or elds originally hidden

for the object.

• It’s a must sync before quarterly release production upgrade.

• It’s recommended to do a daily sync at the end of the day.

List of Oine Enabled Workcenter Views

Workcenter

Workcenter View

Collections Invoices

Collections Payments

Customers Accounts

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Workcenter Workcenter View

Customers Contacts

Customers Individual Customers

Activities Appointments

Activities E-Mails

Activities Phone Calls

Activities Tasks

Competitors Competitor Products

Sales Campaigns Campaigns

Sales Campaigns Response Options

Sales Campaigns Promotions

Sales Leads

Sales Opportunities

Sales Sales Quotes

Sales Sales Orders

Sales Territories

People Employees

Products Products

Products Product Categories

Products Product Lists

Products Registered Products

Visits Visits

Visits Routes

Service Tickets

Service Work Tickets

Service Territories

Contracts Contracts

Installed Base Installed Base

Installed Base Registered Products

Installed Base Installation Point

Resource Scheduler Assignments

Stock Stock

Time Recording Time Entries

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Working in Oine

Once enabled, when you log into the app you can see Go Oine option under the user menu. You must do an

initial sync to see any data in oine mode and use the app in oine. Select Sync Now under the user menu to

start the initial sync. You see a blue loading ribbon on the top, indicating that the sync is in progress. The rst

time you synchronize all data that is relevant for you, the data download rules set up for your role is calculated

and sent to the client.

All access controls setup on the server are considered and you only get the data you’re authorized to

see. You can continue working in the app while the synchronization runs in the background. In subsequent

synchronizations, only the delta changes are exchanged.

Once the synchronization completes, you can select Go Oine and continue working. Based on the data

downloaded, you can display, create, and edit objects while oine. Once you have connectivity again, you can

synchronize the changes. These changes are available in online, when you switch back to online mode from the

user menu > Go Online.

Note

• If you launch the app without network connectivity, the app automatically launches in oine mode only

if user has already synchronized data to their device.

• Not all elds of synced objects are supported for edit or create, such as owner, or elds originally

hidden for the object. See the complete list.

Synchronizing Data Oine

After setting the PIN and logging in, you can check which objects you can synchronize oine. The Oine Sync

Setup shows separate tabs for queries congured by the administrator (Default Queries) and personalized

queries created by the user (My Saved Queries). You can select or deselect the queries to see only the

queries that you want to see in your device when you work in oine mode. You can choose to sync with any

combination of queries. The query selections are remembered in subsequent sync runs. Deselecting a query

deletes the data related to that query on the next sync.

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Under user menu > Oine settings, you can see the detailed information.

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The Oine Sync Setup shows default queries set by the administrator and your personalized queries. You can

select or deselect the queries to see only the queries that you want to see in your device when you work in

oine mode.

Last Sync Log gives you info about what has been synchronized as soon as the sync nishes.

Upload Sync Log is generated when you make changes in oine mode and load them to the system after

syncing. It shows you details and errors that happened during the upload. If there are errors, you can drill down

into the details per object and decide to resolve the changes or discard the changes.

Erase Synced Data removes all the synced data from the device.

You see a visual indicator for changes and errors in oine mode. Visual indicators help users oine in the

following scenarios (in details and list views). Objects that are edited/created oine and not yet synchronized

have a yellow indicator. Objects that are synchronized and contain upload errors show a red indicator.

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Related Information

https://youtu.be/ozbIeKhP3cM

2.7.1Oine Settings

Learn how to enable SAP Cloud for Customer apps users to view data stored on the device when a network

connection isn’t available.

The system isn’t enabled for working in oine mode by default. The administrator enables the oine mode

for users and congures the data that will be available oine by setting up data download rules. Rules can be

dened for a business role and/or for all roles. The administrator maintains the settings under Administrator

Oine Settings .

By default all extension elds are available in oine as they’re generated. But, for other standard elds to be

visible oine, it depends on what elds in the application has been enabled for oine usage.

Tip

Enable a group of users by assigning the work center to a role.

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2.7.1.1 Data Download Rules

The data downloaded oine for a user is the combination of data brought down by the rules valid for the user’s

business role and the data brought down by rules valid for all business roles.

There are no rules congured out of the box. So, without data download rules, no data is downloaded in oine.

Rules added without any business role are applied to all users across all roles. Otherwise, they’re valid for all

users of specic business role only. The set of queries available to set as the data download rule per work

center view (object), are the same as the ones available in the work center (when you’re working online).

Maximum number denes the maximum number of records that are downloaded oine. Currently, the limit is

5000 per object.

The Oine Settings screen on the server allows you to Add new rules based on which the data is downloaded

oine.

Note

• Quick Add oers the option to see all the available queries for all the objects and you can multiselect

the objects. Then, select Add to set up multiple rules for the role.

• The set of queries available per workcenter are the same as the ones available in the workcenter.

• You can set up any query by creating a custom one or using the predened ones.

• If the user needs, Maximum hits can be specied—default selection is 500.

• The maximum number of entries downloaded per object is 5000. And, if the limit is reached, the most

recent 5000 entries are downloaded.

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Using custom queries for oine data download rules: It’s possible to create custom queries in a work center

and then use it as a rule for oine data download. The creation of the custom queries can be performed using

key user adaptation. Once created, this query shows up when trying to add a new rule in oine settings.

Follow-on objects for synchronization: You have ner control on what data is synchronized oine. You can

dene follow-on object download rules based on the accounts that are in the scope of a source query. For

example, as a sales rep, you download ‘My Appointments’. You can choose to download follow-on objects that

are selected based on the accounts that are selected by the source query. As an example, you can download all

opportunities for the accounts that you’ll have appointments with.

Only specic source and follow-on objects are enabled for this feature. The source query shouldn’t have more

than 500 records.

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Related Information

Setting up rules for oine data distribution

Improved oine settings and data distribution rules

2.7.1.2 Related Data Download

According to the settings maintained in Related Data Download, the administrator can further restrict the

download of secondary objects from source to the target.

The administrator can have ner control on data downloaded oine and choose among the options All, None,

Only First Level.

• All - Downloads all related objects for each object.

• Only rst level - Downloads only related objects for the initial ‘parent’ set of objects. Only the immediately

related data is downloaded oine automatically. Whereas, in All, the related data is calculated recursively

(the object downloaded as related data would also have objects that are related to it). We recommend

using Only rst level.

• None - No automatic download of related objects.

The Exceptions section allows you to dene further ne-grained control on related data download. Under

Exceptions, you can congure exceptions to the default settings that you congured. For example, you can

choose the Default Settings None, which means that no related data is downloaded. Later, you set up an

exception using Add. You dene the Source Workcenter View as Sales Order/Quote, Target Workcenter

View as Product, and Settings as All. The exception would then ensure that for each sales order or sales

quote downloaded oine, the related Products is automatically downloaded oine. Further, all the information

related to that Product would also be automatically downloaded (governed by the All option chosen for

this exception). The available Source and Target options are provided by SAP. Certain related data is always

downloaded irrespective of settings dened by you as they are deemed mandatory by SAP. The nal dataset

available locally on the client, oine, is a combination of data downloaded by the Data Download Rules and

Related Data Download settings. Items downloaded as Related Data do not fall under the maximum limit of

5000 entries for an object type.

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Note

• All (standard and KUT customized) queries show up in Oine Settings, allowing administrators ner

control on the data that is actually synced to a device. The key consideration is having control on data

sync (to minimize the amount of data being transferred).

• For a user using the app in oine mode, there is a xed set of queries that are available in the object

list. The queries that show up here are the ones that have been enabled to 'work oine' by SAP.

• The All query in the app in oine mode, shows all the objects that are downloaded and available locally

on the client. Therefore, this query is used in situations where the exact query is not available in the

oine mode for the user to use.

• In Oine Settings, you can congure multiple queries to download data for a role. In such cases, when

oine, the All query shows up as a combination of the dataset of these queries.

The default setting species the behavior of the sync engine when it downloads related data of an object that

is being downloaded for oine use. For example, downloading a sales order should automatically download the

associated products even if no rule to download products was set up for the user (role) in the Data Download

Rules tab.

Limit on the Related Data Download in Oine Settings: Related data download for an object is limited

to a maximum of 2000 entries per object type during the oine synchronization. For example, up to 2000

parts can be download for each stock location. The administrator can change the number of entries to be

downloaded. Whenever the administrator changes the number of entries to be downloaded, you perform a full

sync for the change to take eect.

2.7.1.3 General

The administrator can control the synchronization using the general settings.

General Settings: Administrators can dene the behavior when conicts occur during synchronization of data

from oine. They can either choose to Continue and overwrite with the latest changes- this is the behavior

which exists as of today (last change wins)

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The other option is to Stop upload and append to error list- this ensures that changes made to objects which

were also updated online in the meantime would be put to an ‘error’ state. The administrator can check the

Upload Sync Log under Oine Settings, to view the errors and resolve them.

The other settings include:

• Synchronization reminder that shows a pop-up to the end user to do a sync.

• Full synchronization reminder that reminds a user upon login, to trigger a full sync if the last

synchronization was performed before the time period.

• Enforce online login after a time-period enforces that the end user logs in to online mode according to the

number of days maintained here.

• Delete oine data after a time-period deletes oine data in the app if the user does not log in online and

synchronize data at least once.

• Maximum hits for personalized queries dene the maximum entries to be downloaded (per object) if the

user synchronizes data, based on user-personalized queries.

Auto Sync Settings:

The administrator can use this setting to enable automatic synchronizations on devices, at specic intervals.

Auto sync (scheduled synchronization) can be enabled by selecting the toggle switch Enable auto sync under

auto sync settings. You can enable the toggle switch Conrm auto sync to see a pop-up dialog every time an

auto sync is triggered while oine. The app performs an automatic sync after a specied time-period when you

set a duration under Perform an auto sync after a time-period.

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Based on the requirement, individual phases of the auto sync can be selectively enabled or disabled. The

auto sync only goes through the enabled phases. This provides an improved sync performance. You can also

only enable upload changes made oine, by manually choosing the Upload Data checkbox under Auto Sync

Settings.

When auto-sync is enabled, the icon shows an A in between the arrows. Clicking the icon starts a manual sync.

The horizontal yellow bar no longer shows animation to denote an ongoing sync.

Note

• You can no longer perform a Light Sync manually. Enablement of auto-sync will still leverage light sync

during the auto synchronization process.

Note

• It is recommended that you setup auto sync to upload data, update downloaded data and download

new data to ensure that the sync sessions are optimal.

• Auto-sync settings are detected by the app (if enabled by your administrator) after the rst successful

sync session.

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• For oine changes, an automatic upload is triggered 2 minutes after the last save operation.

• Currently, auto-sync is recommended for iOS and Android devices only. Windows users might notice

performance issues with the feature enabled.

• We recommend that you include upload data, update downloaded data, and download new data under

Auto Sync Settings to ensure that the sync sessions are optimal. After the duration set under Perform

full sync after dropdown, a full sync is performed. Perform auto sync after sets the duration after which

an auto sync is triggered in the app. This duration is valid only when the app is in use and, is reset if the

app goes to the background.

A Manual Sync can be performed whenever required, by choosing the Sync Now option. A manual sync

performs an initial full sync of data to the device for the rst time. After this, every sync is a delta sync of oine

changes and new changes from online.

You can also perform a manual sync by choosing the:

• Sync icon ( ).

• Sync Now option in the user menu.

On choosing the Full Sync option in the online mode, all oine changes are uploaded, the existing oine

database is erased, and a fresh data download from online to the user’s device is initiated. This option also

cleans up unused data.

Note

You cannot perform a full sync in the oine mode.

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2.7.1.4 Attachment Download

The administrator can dene rules to control which attachments are downloaded automatically when a user

synchronizes data oine on their mobile device.

The size of attachments to be downloaded to the oine can be controlled for each work center based on roles.

Note

• If the total le size of all attachments being auto-downloaded exceeds the threshold, there’s no auto-

download

• However, users can still manually download les by navigating to the object (existing behavior)

Survey Attachment Download Size Limit Based on Settings

Survey attachment download for oine honors the download limit dened for the oine attachments

(

Administrator Oine Settings Attachment Download ). In case the survey attachments are larger than

the single le size maintained, attachments aren’t available in oine. The administrator can adjust the values

as required.

Limit on the Related Data Download in Oine Settings

Related data download for an object is limited to a maximum of 2000 entries per object type during the oine

synchronization. For example, up to 2000 parts can be download for each stock location. The administrator

can change the number of entries to be downloaded.

Whenever the administrator changes the number of entries to be downloaded, you perform a full sync for the

change to take eect.

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2.7.1.5 Upload Sync Log

Administrator centrally checks the upload sync logs for all the users in this screen. The upload errors can be

corrected or deleted accordingly.

The administrator lters the user using the technical id for the user. Then, selects the row to see the error

details in the messages section. The upload errors can be corrected or deleted accordingly. The administrator

automatically sees the Sync Upload Logs for all users whereas a business user only gets to see their individual

logs (in the app itself).

2.7.1.6 User Sync Information

See the details of user synchronization.

If the user has synchronized recently, then the following information is available:

The rst table Instances synchronized last time shows the number of instances that have been synchronized

for each object. Primary Instances lists those instances, that have been downloaded by the conguration

maintained in Data Download Rules.

Secondary Instances lists the instances that weren’t directly determined via the Data Download Rules but

were synched as dependent data via the conguration maintained in Related Download Rules. If no recent

synchronization exists, then the table is empty, and a warning message is issued.

Note

The results are available if the user has synchronized at least once in the last 5 days.

The second table Queries of user for synchronization gives the queries used for data downloaded for the user. It

shows the actual scope of the synchronization as derived from the congurations in Data Download Rules, the

business roles assigned to the user, and the individual personalization of the synchronization scope done by

the user in the device synchronization settings.

2.7.2FAQs

List of commonly asked question about oine mode.

1. Question: What is oine and how does it work?

Answer: SAP Cloud for Customer, extended edition also includes the capability to work in oine mode,

without a connection to your system. It allows users to view data stored on the device when a network

connection isn’t available.

2. Question: How to launch oine mode?

Answer: After logging into the app on your device, under the user menu dropdown, select Sync Now.

When the process is completed, you can select Go Oine and you’re ready to work without an internet

connection.

3. Question: What are features available in Oine settings?

Answer: You can check Oine Features available on our SAP help portal at: Oine Features [page 43]

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4. Question: Why it’s necessary to do oine settings?

Answer: Your system isn’t enabled for working in oine mode by default. You need to contact your

administrator to enable oine mode, for the data download rules to be assigned to the corresponding user.

5. Question: How are attachments downloaded in oine?

Answer: To view and download attachments in oine mode, got to user prole > Sync Now. This makes

attachments available in oine mode and uploads the attachments created oine to the server.

6. Question: What is dierence between Initial and Delta sync?

Answer: Initial Sync (Full Sync) downloads all data associated to the user/business role. Delta Sync only

synchronizes and downloads data that has been updated or changed. Any sync that you perform in the

application is a delta sync. If you want to perform a full sync, use the Full Sync option in the Sync Now

dropdown.

7. Question: Are custom objects and reports supported in oine?

Answer: Custom business objects and reporting aren’t supported in oine mode.

8. Question: Is map view available in oine?

Answer: Map view isn’t available in oine.

9. Question: Notications work in oine?

Answer: Notications aren’t available oine.

10. Question: Does KUT / Custom query show up in oine?

Answer: Yes, KUT/Custom queries are available in oine mode. After creating them in UI, you need sync

the app again to see it in oine.

11. Question: How to do a full sync?

Answer: After an upgrade from a new release, we recommend performing a full sync on your device. Under

Oine Settings click Erase Synced Data, after the process is completed click Sync Now. This process avoids

missed data or inconsistences in oine mode.

12. Question: How many products can you sync to oine mode?

Answer: Support for data volume of 5000 records per object. For example, 5000 accounts, 5000

opportunities, and so on.

13. Question: How to check and x upload errors?

Answer: Under Oine Settings, go to Upload Sync Log and in the section Upload Errors a list of errors is

displayed. Click the tool icon and you’re directed to what is triggering the error message.

2.7.3Troubleshooting

Uploads from the oine mode can fail in some scenarios. In these situations, you are informed that there are

errors in the upload queue, and asked to resolve these errors in Oine Settings.

Additionally, the administrator can navigate to

Administrator General Settings Oine Settings Upload

Sync Log

to resolve synchronization issues.

You may come across any of the following error scenarios.

Change request failed too many times (no save)

Scenario

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A visit is synchronized oine. Then, in the online mode, an administrator makes an optional extension eld

mandatory. During oine execution, the oine visit is saved without any issues, but upon synchronization the

visit cannot be saved if the eld is empty. All the changes that were made oine are not applied.

Solution

Press the gear wheel on the left side of the erroneous record. All the changes are replayed again till you chose

Save. Fix the erroneous data and save. Then the state of the upload goes to Processed, and the changes are

available on the backend.

Note

In the example above, you receive the error message Mandatory eld missing. You can then maintain the

data in this resolved UI and save.

Change request processing dumped too many times

Scenario

Synchronizing data back online throws an exception.

Solution

Press the gear wheel on the left side of the erroneous record. All the changes are replayed again till you chose

Save. Fix the erroneous data and save.

If this still leads to an exception, report a case.

Conict exists with previous upload errors in Upload Sync Log

Scenario

If you make multiple changes to a document, this leads to multiple upload requests. For example, if you open a

quote in the oine mode, add an item, save, and close. Then open it again, change the order date and quantity

of the item, save, and close. This leads to two separate upload requests. If the rst upload request is in the error

state, then the second upload is not processed, but kept directly in the error state.

Solution

Either resolve or withdraw the error in the rst upload request, then resolve the second upload request.

Changed after synchronization

Scenario

If a document has been modied in the oine mode, while there were changes to the same document online,

you cannot upload the document directly.

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This is applicable only if the administrator has enabled the Stop upload and append to error list option in

Work Center Administrator General Settings Oine Settings General Upload Conict Resolution .

Solution

Either the administrator, or the person working in the oine mode must check the current version of the

document on the server and either resolve as usual or withdraw the oine changes.

Changed and Conict

Scenario

If you make multiple changes to a document and try uploading it while there are other changes to the same

document in the oine mode.

Solution

Either the adminisrator, or the person working in the oine mode must check the current version of the

document on the server and either resolve as usual or withdraw the oine changes.

Withdrawn by user

Scenario

If you withdraw a failed upload, the changes you made in the oine mode are lost.

Solution

Withdraw the request only if you cannot resolve the error and need the subsequent upload requests to be

saved.

Note

If you withdraw adding an item to the quote, then an upload request changing this item cannot be resolved

anymore.

2.8 Oine Features

Learn about the item types supported in sales and service, and the operations currently supported while

working in oine mode.

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2.8.1Sales Orders Oine

This topic presents the following information about sales orders in oine mode - validations, determinations,

elds and actions supported, and additional information.

Validations and Determinations

Find below the information about sales orders implementation logic for change scenario in oine mode.

Overview of Implementation Logic for Sales Orders in Oine Mode

Topic

Feature Determination Standard Logic

Implementation Logic For

Change Scenario in Oine

Mode

Sales Unit

Sales Unit Determination Sales unit from the org.

model from the logged in

user

If the sales area is modied,

then the following logic ap-

plies:

• If sales area is main-

tained at the account

level with the changed

sales unit as either Sales

Group or Sales Oce,

then the matching sales

area ((Sales organiza-

tion + distribution chan-

nel + division) is consid-

ered.

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Topic

Feature Determination Standard Logic

Implementation Logic For

Change Scenario in Oine

Mode

Sales Area

Note

The Payment Terms, In-

coterms, Incoterms Lo-

cation, Currency are de-

termined from the sales

data of account.

Sales Area

Note

If the distribution channel

and division have been

manually changed, then

these will not be redeter-

mined after the change of

sales organization.

Note

Additionally, the following

area also determined using

sales data:

•

Owner: logged in user

• Primary Contact: Pri-

mary contact of the

account

•

Ship-To: The main

ship-to of account

is considered. If you

rst enter the Ship-to,

then the correspond-

ing Sold-to (Account)

will be determined.

• Pricing Date: Current

Date

• Requested Date: Cur-

rent Date + 2 Days

• Territory: Territory is

determined if the ac-

count has a single ter-

ritory. Else, a warning

message is displayed

to manually select the

territory.

•

Employee Sales

Data: Logged in us-

er's sales area assign-

ment is considered.

If user is assigned to

more than one sales

areas, then the rst

sales area assignment

is considered.

• Account Sales Data:

Validate if the sales

area maintained at

the account level has

this Sales Unit as-

signed either as Sales

Group or Sales Of-

ce. If available, the

matching Sales Area

(sales organization +

distribution channel +

division) is considered

• Account Sales Data

• Sales organization of

the logged in user

is considered without

defaulting the Distri-

bution Channel and

Division.

•

Employee Sales Data: If

the sales organization is

valid for the logged in

user, defaults the same

along with the distribu-

tion channel and divi-

sion.

• Account Sales Data: If

the sales organization is

maintained in the sales

area of the account, the

distribution channel and

division from the match-

ing sales area are de-

faulted. If more than one

sales area assignments

are available, then the

rst sales area is consid-

ered.

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Topic

Feature Determination Standard Logic

Implementation Logic For

Change Scenario in Oine

Mode

Product Lists

Manual Proposals(Add from

List)

All product lists that are

valid for today and:

•

Active and valid for all

accounts

•

Valid for account in

sales order

Account hierarchy

(parent accounts) +

hierarchy indicator

• Target groups of ac-

count and sales area

or sales organization

only or distribution

channel only or divi-

sion only and territory

(if exists in sales or-

der)

Auto Proposals All products from the

product lists that are

marked for automatic as-

signment and that are:

• Active and valid for

current date.

• Valid for account in

sales order OR (ac-

count

• Account Hierarchy

(parent accounts) +

hierarchy indicator

• OR

• Target groups of ac-

count AND sales area

or sales org. only or

distribution channel

only or division only

and territory [if exists

in sales order).

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Topic

Feature Determination Standard Logic

Implementation Logic For

Change Scenario in Oine

Mode

Product Category Product category All product categories sup-

ported for oine orders

Promotions Promotion determination when

a product is added

Released and valid for cur-

rent date (buying date)

AND:

• Valid for accounts

• Valid for parent ac-

count with hierarchy

• Valid for target groups

of account

Promotion Determination When

Multiple Promotions are Availa-

ble

When multiple promotions

are available, the priority is

determined as per the se-

quence given below:

1. Promotions directly at

account level

2. Promotions at parent

account level

3. Promotions at target

group level

Product UoM The unit of measure at

the sales area level (sales

organization + distribution

channel) will be defaulted

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Topic

Feature Determination Standard Logic

Implementation Logic For

Change Scenario in Oine

Mode

Pricing Pricing is based on replicated

conditions from ERP system

•

Base Price or Cus-

tomer-Specic Price

Determination: - The

price added manually

for a newly added

product is considered

as the base price.

•

Manual discount

condition (% and

absolute) at item

level - This discount

condition, when ap-

plied, subtracts the

discount percentage

and absolute discount

from the net price.

Note

The calculation

and sync of con-

ditions is based

on the assump-

tion that the

rst two exible

conditions (PPE1,

PPE2) are map-

ped to manual

discount (%) and

manual discount

(absolute).

Actions in Add Products

screens

Action Save Saves the order and re-

turns to the search list

Action Save and Simulate Saves the order and opens

the order in oine mode

Note

No simulation is per-

formed for oine or-

ders

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Topic

Feature Determination Standard Logic

Implementation Logic For

Change Scenario in Oine

Mode

Validations Following validations are

performed on oine or-

ders:

1. Minimum order quan-

tity checks based on

sales area in products

2. Account blocks check

based on order block-

ing reason in account

+ document type

from ne-tuning con-

guration

3. Multiple territory

checks and warnings

Document Type Possible order document

types will be displayed

for selection. External Only

document types are not

displayed for selection.

Sales Order Detailed View

1. Sales order de-

tailed view display

includes the tab

screens for Overview,

Products and Involved

Properties.

2. Header elds can be

modied

3. Single product can be

added using the Add

Product.

Past Sales Orders All completed sales orders

for account OR account +

logged in employee OR for

logged in employee

Fields

Information about oine sales orders eld level availability is detailed in this topic.

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Note

Most of the sales order elds are now also available oine. The elds that have some oine determination

have been listed in the table.

Create Screens - Field Level Availability Information

Object Header Field Availability Oine

Default/Determination

Online

Default/Determination

Oine

Order Header

Account Y N

Document Type Y

Description Y N N

Requested Date Y Y Y

Sales Unit Y Y Y

Distribution Channel Y Y N

External Notes

Y N N

Ship-To N Y Y

Pricing Date Y Y Y

Owner Y Y Y

Sales Organization Y Y

Territory Y (Disabled) Y NA

Internal Notes Y N N

Division Y N N

Primary Contact Y N Y

External Reference Y N N

Language

Y N

Currency Y Y N

Add Products

(screen)

Product

Y Y

Quantity

Y Y

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Object Header Field Availability Oine

Default/Determination

Online

Default/Determination

Oine

Product Category Y Y Y

Promotion Y Y Y

Manual Discount %

(Oine Only)

Y N N

Manual Discount

Currency (Oine

Only)

Y N N

Estimated Price (O-

line Only) - [Price

x quantity - dis-

count% - discount

(currency)]

Y N Y

Extension Scenario

Y Y N

Item Type

Y N

UoM Y

GTIN Y

External Product ID Y Y N

Order Detailed View - Field Level Availability

Tab Section Field Display

Edit (direct OR Via Ac-

tions OR Via Naviga-

tion)

Overview Y Y

Header Fields Account Y Y

Primary Contact Y Y

External ID Y N

External Overall Status Y N

Pricing Status Y N

Credit Status Y N

External Reference Y Y

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Tab Section Field Display

Edit (direct OR Via Ac-

tions OR Via Naviga-

tion)

Description Y Y

Creation Date Y Y

Requested Date Y Y

Cancellation Status Y N

Reason for Rejection Y N

Net Value

Y N

Tax Y N

Payment Terms Y Y

Inco Terms Y Y

Inco Terms Location Y Y

Owner Y Y

Sales Unit Y Y

Distribution Channel Y Y

Division Y Y

Products Line Y NA

Product Y NA

Description Y NA

Net Price Y NA

Quantity Y NA

Net Value Y NA

Involved Parties Role Y NA

Name Y NA

Address Y NA

E-mail Y NA

Phone Y NA

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Tab Section Field Display

Edit (direct OR Via Ac-

tions OR Via Naviga-

tion)

Main Y NA

Products (table) Line Item Y NA

Product ID Y Y

Product Description Y Y

Net Price Y Y

Quantity Y NA

Net Value Y Y

Tax Amount Y NA

Product Pricing (ta-

ble)

Price Component Y N

Description Y NA

Status Y N

Manually Added Y N

Amount Y NA

Product Availability

Table

Delivery Date Y N

Quantity Y N

ATP Type Y N

Notes External Notes Y N

Internal Notes Y N

Total Pricing (table) Price Component Y NA

Description Y NA

Status Y NA

Manually Added Y N

Price Component

Value

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Tab Section Field Display

Edit (direct OR Via Ac-

tions OR Via Naviga-

tion)

Involved Parties Involved Parties Role Y N

Name Y N

Address Y N

E-mail Y N

Phone Y N

Main Y Y

Delete Action N Y

Attachments Attachments Title Y N

Type Y N

Changed On Y N

Changed By Y N

Delete Action Y Y

Activities Appointments /

Phone Calls / Tasks

Subject Y N

Status Y N

Start Date/Time Y N

Owner Y N

Primary Contact Y N

Tickets Tickets ID Y N

Description Y Y

Relationship Y N

Priority Y N

Status Y N

Created On Y N

Assigned To Y N

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Tab Section Field Display

Edit (direct OR Via Ac-

tions OR Via Naviga-

tion)

Action - New N Y

Action - Guided New N Y

Actions

Find information about the dierent actions available in oine for Sales Orders.

Order Detailed View - Actions Availability

Global/Tab Actions Oine Availability

Global New Y

Preview N

Copy N

Send e-mail N

Submit for Approval Y

Transfer N

Simulate Y

Finish Y

Save Y

Cancel Y

Products All Products Y

Past Orders Y

Product Lists Direct assignment to account or valid

for all accounts.

Promotions Direct assignment to account.

Add Y

In Line Delete Y

Sort Y

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Global/Tab Actions Oine Availability

OK Navigates back to the quick create dia-

log.

Save and Open Y

Save and Simulate Save the simulated the order and open

the sales order - Product tab screen in

focus.

Finish Triggers the relevant actions when

synced. And after the sync, the other

is no longer editable.

Bar Code Scanner Allows to add products by scanning

based on the GTIN maintained in prod-

ucts master data.

Increment Quantity Number maintained allows the adding

that number to the quantity of a prod-

uct.

Additional Information

Things to keep in mind as you work with Sales orders.

• You can add products in oine fast order entry using bar code scanning. The following conditions are valid

for bar code scanning:

Note

This feature is available only for the mobile apps on device.

• • If you are using a third-party application for scanning, you can only scan one product at a time. Note

that the app has to be launched each time you need to scan.

• If you are using an in-built bar code scanner on the device, you can scan multiple products after you

launch the plug-in for this application the rst time you use the app.

• Item category selection: You can change the item category for a line item for orders with maintenance

mode Internal & External.

• Availability of estimated prices during product selection for oine orders.

• Congurable Price Elements Mapping for Oine Manual Discount: Mapping between pricing

conditions and congurable price elements (CPE) for enabling oine manual discounts in sales

order. A new conguration under

Business Conguration Open Activity List External Pricing

Assignment of External Price Elements for Oine Pricing is available for this feature.

• Create and Edit Signature Capture: It is possible to create and edit signatures in oine and sync back

to the cloud solution.

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2.8.2Sales Quotes Oine

This topic presents an overview of features supported for sales quotes in oine mode. Sales quotes create, edit

and display is supported in the oine mode with a very limited scope.

Overview of Implementation Logic for Sales Quotes in Oine Edit Mode

Topic Feature Determination Standard Oine Logic

Implementation Logic For

Change Scenario in Oine

Mode

Document Type Quote document types will

be displayed for selection.

Sales Unit Sales Unit Determination Sales unit from the org

model from the logged in

user

Sales Area

Note

The Payment Terms, In-

coterms, Incoterms Lo-

cation, Currency are de-

termined automatically

from the sales data of

the account, once a

quote gets synchronized.

Sales Area

Note

If the distribution chan-

nel and division have

been manually changed,

then these will not be

re-determined after the

change of sales organi-

zation.

•

Employee Sales Data:

Logged in user's sales

area assignment is con-

sidered. If the user is

assigned to more than

one sales areas, then the

rst sales area assign-

ment is considered.

•

Account Sales Data: Val-

idate if the sales area

maintained at the ac-

count level has this

Sales Unit assigned, ei-

ther as Sales Group or

Sales Oce. If availa-

ble, the matching Sales

Area (sales organization

+ distribution channel +

division) is considered.

• Account Sales Data

•

Sales organization of the

logged in user is consid-

ered without defaulting

the Distribution Channel

and Division.

•

Employee Sales Data: If

the sales organization is

valid for the logged in

user, defaults the same

along with the distribu-

tion channel and divi-

sion.

•

Account Sales Data: If

the sales organization is

maintained in the sales

area of the account, the

distribution channel and

division from the match-

ing sales area are de-

faulted. If more than one

sales area assignments

are available, then the

rst sales area is consid-

ered.

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Topic Feature Determination Standard Oine Logic

Implementation Logic For

Change Scenario in Oine

Mode

Involved Parties

•

Owner: Logged in user

•

Primary Contact: Main

contact of the account

(not considering sales

area dependencies)

•

Ship-To: The main ship-

to of account is con-

sidered. (not consider-

ing sales area depend-

encies)

•

If you rst enter the

Ship-to, then the cor-

responding Sold-to (Ac-

count) will be deter-

mined.

If quote is synchronized and

online, party determination

takes place for parties that

are not manually added.

Product Lists Manual Proposals (Add from

List)

All product lists that are valid

for today and :

• Active and valid for all

accounts

• Valid for account in sales

quote

• Account hierarchy (pa-

rent accounts) + hierar-

chy indicator

• Target groups of ac-

count and sales area or

sales organization only

or distribution channel

only or division only and

territory (if added in

sales quote).

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Topic Feature Determination Standard Oine Logic

Implementation Logic For

Change Scenario in Oine

Mode

Auto Proposals All products from the prod-

uct lists that are marked for

automatic assignment and

that are:

• Active and valid for cur-

rent date.

• Valid for account in sales

quote OR Account Hier-

archy

• Target groups of ac-

count AND sales area or

sales org only or distri-

bution channel only or

division only AND terri-

tory [if exists in sales

quote).

Product category Product category All product categories are

supported for oine quotes.

Promotions Promotion determination

when a product is added

Released and valid for cur-

rent date (buying date) AND:

• Valid for accounts

• Valid for parent account

with hierarchy

• Valid for target groups of

account

Promotion Determination

when multiple promotions

are available

When multiple promotions

are available, the priority is

determined as per the se-

quence given below:

1. Promotions directly at

account level.

2. Promotions at parent

account level.

3. Promotions at target

group level.

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 59

Topic Feature Determination Standard Oine Logic

Implementation Logic For

Change Scenario in Oine

Mode

Product UoM The unit of measure at the

sales area level (sales organi-

zation + distribution channel)

will be defaulted.

Pricing Pricing is based on a few re-

plicated conditions from ERP

system.

Note

Currency conversions

and product quantity

conversions will not be

considered for oine

price calculations.

Pricing only refers to an ESTI-

MATION.

Quotes with document types

referring to internal pricing

will automatically receive pri-

ces when synchronized. For

external pricing, user needs

to trigger pricing request

while online.

Base Price or if available

Customer Specic Price will

be determined .

Note

Only prices that relate to

logged-in user assigned

sales organization, will

be considered for oine

price calculations. Prices

view in work center Prod-

ucts is only supported in

online mode

Manual discount condition

(% and absolute) at item

level - This discount condi-

tion, when applied, subtracts

the discount percentage and

absolute discount from the

net price.

Note

The calculation and sync

of the discount condi-

tions is based on the

assumption that these

conditions are correctly

mapped in ne-tuning.

This is only valid for ex-

ternal pricing. Oine dis-

count maintenance for

sales quote document

types that refer to inter-

nal pricing, will not be

synchronized.

Object detail view does not

show External Pricing result

in oine mode.

External Pricing elements

added by a key user and visi-

ble in the product table or

online header, are not sup-

ported in oine mode.

60 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Topic Feature Determination Standard Oine Logic

Implementation Logic For

Change Scenario in Oine

Mode

Quote Actions The Set to Lost header action

is supported.

Item actions supported:

Add From All Products, Add

From Product Lists, and Add

From Past Orders

Note

No header actions are

supported for quotes o-

line. Header eld Rea-

son for Rejection can be

maintained oine mode.

Validations

•

Pricing Date: Current

Date

•

Valid-To: Determination

based on ne-tuning.

•

Requested Date: Deter-

mination based on ne-

tuning.

•

Territory: Territory is de-

termined if the account

has a single territory.

Else, a warning message

is displayed to manually

select the territory.

Following validations are per-

formed on oine quotes:

• Minimum order quantity

check based on sales

area in products.

• Multiple territory check

and warning.

Note

Account blocks will

not be considered in

oine sales quote.

Sales Quote Detailed View

1. Sales quote detailed

view display includes

the tab screens for

Overview, Products,

Involved Properties,

Activities, and Attach-

ments.

2. Header elds can be

modied.

3. Single product can be

added using the Add

button.

Header attachments can be

downloaded to oine. Item

attachments are not visible

oine.

Past Sales Orders All completed sales order

items are for account OR ac-

count + logged in employee

OR for logged in employee.

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 61

Topic Feature Determination Standard Oine Logic

Implementation Logic For

Change Scenario in Oine

Mode

Edit Output Settings

Note

If the quote is synchron-

ized and online, output

settings are automati-

cally determined based

on the output form and

output channel determi-

nation rules.

No selection of output set-

tings and Submit action is

supported while oine.

2.8.2.1 Oine Quotes Feature Availability

Sales quotes eld level availability information is detailed in this topic. The elds that have some oine

determination have been listed in the table below.

Oine Scope

Create Screens - Field Level Availability Information

Object Header Field Availability Oine

Default/Determination On-

line

Default/Determination O-

line

Quote Header

Account Y N N

Document

Type

Description Y N

Requested

Date

Y Y Y

Sales Unit Y Y Y

Distribution

Channel

Y Y N

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Extended Apps

Object Header Field Availability Oine

Default/Determination On-

line

Default/Determination O-

line

External

Notes

Y NA NA

Ship-To Y Y Y

Valid To Y Y Y

Chances of

Success

Y N N

Owner Y Y Y

Sales Organi-

zation

Y Y

Territory Y Y Y

Internal Notes Y NA NA

Division Y Y Y (depends on congura-

tion)

Primary Con-

tact

Y Y Y

External Ref-

erence

Y NA NA

Language

Y N

Currency Y Y N

Extension

Scenario

Y Y N

Add Products (screen)

Product

Y Y (Products will not be cop-

ied to the new quote if the

quote is created as follow-up

from an Opportunity)

Quantity

Y Y

UoM Y Y Y

Manual Dis-

count % (O-

line Only)

Y N N

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Object Header Field Availability Oine

Default/Determination On-

line

Default/Determination O-

line

Manual Abso-

lute Discount

(Oine Only)

Y N N

Estimated

Price (Oine

Only) - [Price

x quantity -

discount% -

discount]

Y N Y

Extension

Scenario

N Y N

Actions Add Products

All Products Y Y

Past Quotes/Past

Orders

Y Y

Product Lists Y Y

Promotions Y Direct assignment to ac-

count

Sort Y Y

Remove

OK Y Navigates back to the quick

create dialog

Save and Open Y

Bar Code Scanner

Y Allows to add products by

scanning based on the GTIN

maintained in products mas-

ter data

Increment Quantity

Y Number maintained allows

the adding that number to

the quantity of a product

64 PUBLIC

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Extended Apps

Quote Detailed View - Field Level Availability

Tab Section Field Display

Edit (direct OR Via Ac-

tions OR Via Naviga-

tions)

Overview Y Y

Header Fields Account Y Y

Primary Contact Y Y

External Reference Y Y

Description Y Y

Requested Date Y Y

Reason for Rejection Y Y

Total

Y N

Payment Terms Y Y

Incoterms Y Y

Incoterms Location Y Y

Owner Y Y

Sales Unit Y Y

Sales Organization Y Y

Distribution Channel Y Y

Division Y Y

Valid To Y Y

Chances of Success Y Y

Extension Scenario Y Y

Products Line Y NA

Product Y NA

Description Y NA

Adjusted Item Price Y NA

Quantity/UoM Y NA

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Tab Section Field Display

Edit (direct OR Via Ac-

tions OR Via Naviga-

tions)

Adjusted Item Value Y NA

Involved Parties Role Y NA

Name Y NA

Address Y NA

E-mail Y NA

Phone Y NA

Main Y NA

Products Products Line Y NA

Product ID Y Y

Description Y Y

Adjusted Item Price

(Net Price)

Y NA

Estimated Price Y N

Quantity/UoM Y Y

Adjusted Item Price

(Net Value)

Y NA

Add Action Y Y

Product Pricing

Applicable to all if

quote was created on-

line with external pric-

ing

Y N

Delete Action Y Y

Notes External Notes Y Y

Internal Notes Y Y

Involved Parties Involved Parties Role Y Y

Name Y Y

66 PUBLIC

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Extended Apps

Tab Section Field Display

Edit (direct OR Via Ac-

tions OR Via Naviga-

tions)

Address Y N (adding parties o-

line does not expose

address)

E-mail Y N (adding parties o-

line does not expose

communication data)

Phone Y N (adding parties o-

line does not expose

communication data)

Main Y Y

Add Action Y Y

Delete Action NA NA

Attachments Attachments Title Y N

Type Y N

Changed On Y N

Changed By Y N

Add Action Y Y

Activities Appointments / Phone

Calls / Tasks

Subject Y Y

Status Y Y

Start Date/Time Y Y

Owner Y Y

Primary Contact Y Y

New Action Y Y

Quote Detailed View - Actions Availability

Global/Tab Actions Oine Availability

Global New Y

Preview N

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Global/Tab Actions Oine Availability

Copy N

Submit N

Edit Output Settings N

Set to Lost Y

Set to Won N

Set to Pending N

Save Y

Cancel Y

Products All Products Y

Past Orders/Past Quotes Y

Product Lists Y

Promotions N

Add Y

In Line Delete Y

2.8.3Visits Oine

This topic presents an overview of features supported for visits in oine mode. Visits create, edit and display is

supported in the oine mode.

VISITS

Oine Scope

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview Header elds Subject Y Y

Name Y N

Status Y Y

68 PUBLIC

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Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Account Y N Y Y

Owner Y Y Y Y

Organizer Y Y Y Y

Start Date /

Time

Y Y Y Y

End Date /

Time

Y Y Y Y

All day event Y N Y Y

Sales Organiza-

tion

Y N Y Y

Distribution

Channel

Y N Y Y

Division Y N Y Y

Sales Territory Y N Y Y

Extension

Fields

Y N Y Y

Geo-elds Y Y

Check-In Time Y Y

Check-out Time Y Y

Route Y N

Notes Y Y

Last Visited Last Visit Date/

Time

Y NA

Last Visit Notes Y NA

Contacts Name / Ad-

dress / E-mail

Y NA

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Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Campaigns Ongoing / Up-

coming

Y NA

Notes Notes Y Y

Completed

Tasks

Completed Sur-

veys

Tasks Tasks Subject Y Y

Category Y Y

Status Y Y

Priority Y Y

Mandatory Y Y

Created On Y NA

Additional hid-

den elds

Y Y

Notes Y Y

Surveys Surveys Name Y NA

Status Y Y

Category Y NA

Total Score N N

Total Maximum

Score

N N

Mandatory N NA

Contacts Contacts Name Y Y

Function Y Y

Department Y Y

70 PUBLIC

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Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Address Y Y

E-mail Y Y

Primary Con-

tact

Y Y

Attendees Attendees Name Y Y

Phone Y Y

E-mail Y Y

Address Y Y

Actions Y Y

Orders Orders Y Y

Promotions Y NA

Campaigns N NA

Follow-up Items Y Y

Attachments Y Y

Changes NA NA

Document Flow NA NA

Oine Actions

Object Global / Tab Actions Oine Availability

Visit Global Check-In Y

Check-Out Y

Set as In Process Y

Set as Canceled Y

Refresh Visit N

Generate Summary N

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Object Global / Tab Actions Oine Availability

Tasks Add N

New Y

Set as In Process Y

Set as Completed Y

Survey Submit Y

Add Picture Y

Add Products Y

Contacts Add Y

New Y

Attendee Add Y

Orders New Y

2.8.4Activities Oine

This topic presents an overview of features supported for activities in oine mode. Activities create, edit and

display is supported in the oine mode.

APPOINTMENTS

Oine scope

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct/via

actions/via

Navigation)

Overview Header Subject Y Y Y Y

Document Type Y Y Y N

ID Y N

Status Y NA Y Y

Account Y N Y Y

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Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct/via

actions/via

Navigation)

Primary Con-

tact

Y Y Y Y

Organizer Y Y Y Y

Location Y N Y Y

Location Line 2 Y N Y Y

All Day Event Y N Y Y

Start Date/

Time

Y Y Y Y

End Date/Time Y Y Y Y

Category Y Y Y Y

Priority Y Y Y Y

Owner Y Y Y Y

Created On Y NA

Created By Y NA

Last Changed

Y NA

External ID Y NA

Sales Territory Y N Y Y

Activity List Y NA

Sales Organiza-

tion

Y N Y Y

Distribution

Channel

Y N Y Y

Division Y N Y Y

Extension

Fields

Y N Y Y

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Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct/via

actions/via

Navigation)

Attendees Y N

Notes Y N

Attachments Attachments Y Y

Involved Parties Role/Name/

Phone/E-mail/

Address

Y Y

Notes Notes Y N Y Y

Follow-Up Items Y Y

Related Items N N

Oine Actions

Object Tab/Global Action Oine Availability

Appointment Global Set as In Process Y

Set as Complete Y

Set as Canceled Y

Generate Summary N

Add Attachments Y

Add Involved Parties Y

TASKS

Oine Scope

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly,

via actions or

via naviga-

tions)

Overview

Header

Document Type Y Y Y Y

ID Y N

74 PUBLIC

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Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly,

via actions or

via naviga-

tions)

Status Y Y Y Y

Subject Y Y Y Y

Processor Y Y Y Y

Start Date/

Time

Y Y Y Y

Due Date/Time Y Y Y Y

Date Com-

pleted

Y N

Planned Dura-

tion

Y N N N

Actual Duration N N

Completion (%) Y Y Y Y

Category Y Y Y Y

Priority Y Y Y Y

Account Y N Y Y

Primary Con-

tact

Y Y Y Y

Owner Y Y Y Y

Created On Y NA

Created By Y NA

Last Changed

Y NA

External ID Y NA

Sales Territory Y N Y Y

Activity List Y NA

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Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly,

via actions or

via naviga-

tions)

Sales Organiza-

tion

Y N Y Y

Distribution

Channel

Y N Y Y

Division Y N Y Y

Extension

Fields

Y N Y Y

Notes Y N

Attachments Y Y

Involved Parties Role/Name/

Phone/Email/

Address

Y Y

Notes Y Y

Oine Actions

Object Global / Tab Actions Oine Availability

Task Global Set to In Process Y

Set to Complete Y

Set to Cancelled Y

Add Attachment Y

Add Involved Party Y

PHONE CALLS

PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Oine Scope

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit(direct /via

actions/ via

navigations)

Overview Header Document Type Y Y Y Y

ID Y N

Status Y Y Y Y

Subject Y Y Y Y

Organizer Y Y Y Y

Start Date/

Time

Y Y Y Y

End Date/Time Y Y Y Y

Direction Y Y Y N

Category Y Y Y Y

Priority Y Y Y Y

Account Y N Y Y

Primary Con-

tact

Y Y Y Y

Owner Y Y Y Y

Campaign Y N Y N

Response Op-

tion

Y Y

Created On Y NA

Created By Y NA

Last Changed

Y NA

External ID Y NA

Sales Territory Y N Y Y

Ticket ID N N

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Extended Apps

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Tab Section Field

Create Screen Detailed View

Create Default Display

Edit(direct /via

actions/ via

navigations)

Activity List Y N

Sales Organiza-

tion

Y N Y Y

Distribution

Channel

Y N Y Y

Division Y N Y Y

Extension

Fields

Y N Y Y

Notes Y N

Attachments Y Y

Participants Role/Name/

Phone/Email/

Address

Y Y

Notes Y Y

Oine Actions

Object Global / Tab Actions Oine Availability

Phone Call Global Set as In Process Y

Set Complete Y

Set as Canceled Y

Generate Summary N

Add Attachment Y

Add Participant Y

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Extended Apps

2.8.5Promotions Oine

Information on eld level availability of promotions in oine.

Promotions Oine

Tab Section Field Create Edit Display

Edit* (Can edit

diectly/via ac-

tions/via navi-

gations

OVERVIEW General Infor-

mation

ID N N Y N

Name N N Y N

Type

N N Y N

Objective N N Y N

Tactic N N Y N

Account Type N N Y N

Target Grou

N N Y N

External Status N N Y N

Currency N N Y N

Product Plan-

ning Basis

N N Y N

Plan Start Date N N Y N

Plan End Date N N Y N

Buying Start

Date

N N Y N

Buying End

Date

N N Y N

Priority N N Y N

Employee Re-

sponsible

N N Y N

Sales Unit N N Y N

Sales Organiza-

tion

N N Y N

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Extended Apps

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Tab Section Field Create Edit Display

Edit* (Can edit

diectly/via ac-

tions/via navi-

gations

Distribution

Channel

N N Y N

Division N N Y N

Territory N N Y N

Actual Start

Date

N N Y N

Actual End Date N N Y N

Notes Notes N N Y N

Description Description N N Y N

Objective Objective N N Y N

Products

Description

N N Y N

Unit N N Y N

Eective From N N Y N

Eective To N N Y N

Exclude N N Y N

Involved Par-

ties

Involved Par-

ties

Role N N Y N

Name N N Y N

Action N N Y N

Add N N Y N

Actions N N Y N

Product and

Product Cate-

gories

Product and

Product Cate-

gories

Description N N Y N

Unit N N Y N

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Extended Apps

Tab Section Field Create Edit Display

Edit* (Can edit

diectly/via ac-

tions/via navi-

gations

Eective From N N Y N

Eective To N N Y N

Exclude

N N Y N

Actions N N Y N

Attachments

Title N N Y N

Type

N N Y N

Changed On N N Y N

Changed By N N Y N

Actions N N Y N

Trade Spend Trade Spend

Promotions Oine Actions

Tab/Global Section Action Oine Availability

Global Refresh Y

2.8.6Collections Oine

Overview of oine features available under Visits Collections .

• Sync invoices and payments in the Collections tab screen under Visits to oine.

• Make payments oine. Note that the signatures that you capture for the payments will also be

synchronized.

• Sync the created and status changed payments back to the cloud solution.

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 81

Invoice (Under 'Collections' Workcenter)

Invoice

Tab Selection Field Create Edit Display

Edit* (Can

edit

diectly/via

actions/via

navigations

Default

Overview

Search Cri-

terua

ID N Y N Directly

Description N Y N Directly Y

Status N Y N Directly Y

Invoice Date N Y N Directly Y

Payer N Y N Directly Y

Account N Y N Directly Y

Sales Organi-

zation

N Y N Directly

Distribution

Channel

N Y N Directly Y

Table

ID N N Y

N Y

Description N N Y N Y

Status

N N Y N

Account N N Y N Y

Payer N

N Y N Y

Invoice

Amount

N N Y N Y

Paid Amount

N N Y N Y

Due Amount

N Y N

Invoice Date

N N Y N Y

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Extended Apps

Tab Selection Field Create Edit Display

Edit* (Can

edit

diectly/via

actions/via

navigations

Default

Sales Organi-

zation

N N Y N Y

Distribution

Channel

N N Y N

Created On N N Y N Y

Payments (under 'Collections' Workcenter)

Payments

Tab Selection Field Create Edit Display

Edit* (Can

edit die-

ctly/via ac-

tions/via

navigations

Default

OVERVIEW

Search Cri-

teria

Description N Y N Directly Y

Payment

Status

N Y N Directly Y

Transfer

Date

N Y N Directly Y

Payment

Method

N Y N Directly Y

Payment

Date

Y N Directly

Table

ID N N Y N Y

Description N N Y N Y

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Tab Selection Field Create Edit Display

Edit* (Can

edit die-

ctly/via ac-

tions/via

navigations

Default

Payer's

Name

N N Y N Y

Payment

Amount

N Y N Y

Payment

Status

N N Y N Y

Transfer

Status

N N Y N Y

Payment

Method

N N Y N Y

Payment

Date

N N Y N Y

Account

Party

N N Y N Y

Changed

N Y N Y

Collections (Under 'Visits')

Tab Selection Field Create Edit Display

Edit* (Can

edit

diectly/via

actions/via

navigations

Default

OVERVIEW

Header

Total Amount

Owed

N Y Via Actions Y

Amount Re-

maining

N Y Y

Via Actions Y

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Extended Apps

Tab Selection Field Create Edit Display

Edit* (Can

edit

diectly/via

actions/via

navigations

Default

Amount Paid

Y Y

Via Actions

Invoice Table

Invoice ID Y Y N Directly Y

Creation Date

Y N Directly Y

Invoice Table

Invoice ID

N N Y N

Date

N N Y N

Invoice

Amount

N N Y N Y

Paid Amount

Y Y Via Actions Y

Remaining

Amount

N Y Y Via Actions Y

Payment Ta-

ble

ID Y Y Y Via Actions Y

Method Y Y Y Via Actions Y

Amount Y Y Y Via Actions Y

Status Y Y Y Via Actions Y

Date Y Y Y Via Actions Y

Oine Actions under Collections (under 'Visits')

Tab/Global Section Action Oine Availability

OVERVIEW

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Extended Apps

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Tab/Global Section Action Oine Availability

Invoice Table Make Payment Y

Payment Table New Y

Actions Transfer Y

Finish Y

Cancel Y

Payer's Signature Y

Recipient's Signature Y

Global Save and Close Y

2.8.7Opportunities Oine

This topic presents an overview of features supported for opportunities in oine mode. Opportunities create,

edit and display is supported in the oine mode.

Note

• Opportunity to Account navigation is not supported.

• All Related Activities of Opportunities are not downloaded.

OPPORTUNITIES

Oine Scope

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct /via

actions/ via navi-

gations)

Overview Header elds Name Y N Y Y

Document

Type

Y Y Y N

Account Y N Y Y

Primary Con-

tact

Y Y Y Y

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Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct /via

actions/ via navi-

gations)

Source Y N Y Y

Priority Y N Y Y

Status (Life-

cycle)

NA Y Y NA

Custom Sta-

tus

Y Y Y Y

Reason for

Status

Y N Y Y

Sales Cycle Y Y Y NA

Sales Phase Y Y Y Y

Probability Y Y Y Y

Expected

Value

Y N Y Y

Total Negoti-

tated Value

Y N Y N

Weighted

Value

Y N Y N

Start Date Y Y Y Y

Close Date Y Y Y Y

Publish to

Forecast

Y N Y Y

Forecast Cat-

egory

Y N Y Y

Sales Org Y Y Y Y

Distribution

Channel

Y Y Y Y

Division Y Y Y Y

Territory Y N Y Y

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Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct /via

actions/ via navi-

gations)

Campaign N N Y N

Sales Unit Y Y Y Y

Notes Y N Y Y

Category Y N Y Y

Owner Y Y Y Y

Products ID N N Y N

Description N N Y N

Category N N Y N

Quantity N N Y N

Sales Team Role N N Y N

Name N N Y N

Email N N Y N

Contacts Name N N Y N

Primary Con-

tact Indicator

N N Y N

Email N N Y N

Leads Name N N Y N

Account N N Y N

Created On N N Y N

Source N N Y N

Products Products Product ID Y N Y Y

Description Y Y Y Y

Product Cate-

gory

Y Y Y N

Quantity Y N Y Y

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Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct /via

actions/ via navi-

gations)

Negotiate

Value

Y Currency is defaulted Y Y

Revenue

Dates

Y N Y Y

Proposed

Value

N N Y N

Notes Y N Y Y

Activities Appoint-

ments

Subject Y Y Y N

Status Y Y Y N

Sales Phase Y N Y N

Start Date/

Time

Y Y Y N

End Date/

Time

Y Y Y N

Owner Y Y Y N

Email Subject N N Y N

Status N N Y N

Sales Phase N N Y N

Start Date/

Time

N N Y N

Owner N N Y N

Phone Call Subject Y Y Y N

Status Y Y Y N

Sales Phase Y N Y N

Start Date/

Time

Y Y Y N

Owner Y Y Y N

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Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct /via

actions/ via navi-

gations)

Tasks Subject Y Y Y N

Status Y Y Y N

Sales Phase Y N Y N

Start Date/

Time

Y Y Y N

Due Date/

Time

Y Y Y N

Owner Y Y Y N

Sales Team Sales Team Role Y N Y Y

Name Y N Y N

Email N Y Y N

Phone N Y Y N

Contacts Contacts Name Y N Y N

Function N Y Y N

Phone N Y Y N

Mobile N Y Y N

Email N Y Y N

Primary Con-

tact Indicator

Y N Y Y

Department N Y Y N

Involved Par-

ties

Involved Par-

ties

Role Y

Y N

Name Y N Y N

Address N Y Y N

Email N Y Y N

Primary Con-

tact Indicator

Y N Y Y

90 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct /via

actions/ via navi-

gations)

Phone N Y Y N

Attachments Attachments Title Y N Y N

Type N Y Y N

Changed On N N Y N

Changed By N N Y N

Sales Docu-

ments

Sales Quote ID N Y Y N

Description Y N Y N

External Ref-

erence

N N Y N

Date N Y Y N

Primary N N Y N

Owner Y Y Y N

Sales Order ID N Y Y N

Description Y N Y N

External Ref-

erence

N N Y N

Date N Y Y N

Owner Y Y Y N

Tickets

Tickets ID N N Y N

Subject N N Y N

Priority N N Y N

Status N N Y N

Created On N N Y N

Assigned To N N Y N

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 91

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (direct /via

actions/ via navi-

gations)

Related Op-

portunities

Related Op-

portunities

Name Y Y Y N

Account Y Y Y N

Owner Y Y Y N

Relationship N Y Y N

Created On N N Y N

Surveys Surveys Name N N Y N

Status N N Y N

Catgeory N N Y N

Oine Actions

Object Global / Tab Actions Oine Availability

Opportunity

Delete

Global Set as Won Y (Available only when Cus-

tom Status is not used)

Set as Lost Y (Available only when Cus-

tom Status is not used)

Sales Documents New Y

Ticket New N

Attachments Add Y

Related Opportunities Add Y

New Y

Products Add N

Delete Y

Activities Yes Y

Sales Team Add Y

Delete Y

Involved Party Add Y

92 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Object Global / Tab Actions Oine Availability

Delete Y

Contact Add Y

Delete Y

2.8.8Accounts Oine

This topic presents an overview of features supported for accounts in oine mode. Accounts create, edit and

display is supported in the oine mode.

Note

• All Related Activities of Accounts are not downloaded.

• In oine mode, newly created accounts show up with their temporary IDs when used in other

transactions. The details are resolved properly once you synchronize and the entries are created online.

CONTACTS

Oine Scope

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview Header

Fields

Status Y Y

Role Y Y Y N

Name Y N Y Y

Additional

Name

Y N Y Y

Additional

Name 2

Y Y

Additional

Name 3

Y Y

Prospect Y Y

Role Y Y Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 93

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Country/

Region

Y N Y Y

PO Box Y Y

PO Box ad-

dress

Y Y

PO Postal

Code

Y Y

Time Zone Y Y

C/O Y Y

address

Line 1

Y Y

address

Line 2

Y Y

House Num-

ber

Y N Y Y

Street Y N Y Y

address

Line 4

Y Y

address

Line 5

Y Y

City Y N Y Y

State Y N Y Y

Postal Code Y N Y Y

Primary

Contact

Y Y

Phone Y N Y Y

ABC Classi-

cation

Y N Y Y

94 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Fax Y N Y Y

Email Y N Y Y

WebSite Y N Y Y

Owner Y N Y Y

Language Y N Y Y

Mobile Y N Y Y

Top Level

Owner

Y N

Legal Form Y

Industry Y N Y Y

Active Pipe-

line

Y N

Permission Y N

YTD Reveue Y N

Account ID Y N Y N

External ID Y N

External

System

Y N

Created on Y N

Created By Y N

Changed on Y N

Changed by Y N

Duns Y N

Order Block Y N

Delivery

Block

Y N

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 95

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Billing Block Y N

Sales Su-

port Block

Y Y

Notes N N

Prospect In-

dicator

Y Y

Parent Ac-

count

Y N

Country/

Region

Y N

Mobile Y N

Duns Num-

ber

Y N

Contact Per-

mission

Y N

Language Y N

Extension

Fields

Y N

Sales Data Sales Data Sales org Y NA

Distribution

Channel

Y NA

Division Y NA

Sales Oce Y NA

Sales Group Y NA

Details Sales Or-

ganization

Y N

Distribution

Channel

Y N

96 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Division Y N

Sales oce Y Y

Customer

Group

Y Y

Delivery Pri-

ority

Y Y

Order Block Y Y

Delivery

Block

Y Y

Billing Block Y Y

Sales Sup-

port Block

Y Y

Sales Group Y Y

Incoterms Y Y

Incoterm

Location

Y Y

Currency Y Y

Activities Appoint-

ment

Subject Y Y

Status Y Y

Start Date/

Time

Y Y

Owner Y Y

Primary

Contacts

Y Y

Tasks Subject Y Y

Status Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 97

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Start Date/

Time

Y Y

Owner Y Y

Primary

Contacts

Y Y

Phone Calls Subject Y Y

Status Y Y

Start Date/

Time

Y Y

Owner Y Y

Primary

Contacts

Y Y

E-Mails Subject N N

Status N N

Start Date/

Time

N N

Owner N N

Primary

Contacts

N N

Opportuni-

ties

Opportuni-

ties

Name Y Y

Close Date Y Y

Sales Phase Y Y

Owner Y Y

Status Y Y

Progress Y Y

Contacts Contacts Name Y Y

98 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Job Title Y Y

Function Y Y

Department Y Y

Phone Y Y

Fax Y Y

Addresses Addresses Address Y Y

Phone Y Y

Fax Y Y

Main Y Y

Action Y Y

Relation-

ships

Relation-

ships

Relationship

Type

Y Y

Business

Partner

Y Y

Address Y Y

Action Y Y

Visits Visits Subject Y Y

Status Y Y

Owner Y Y

Primary

Contacts

Y Y

Phone Y Y

Promotions N NA

Sales Or-

ders

N N

Product List N NA

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 99

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Charts N NA

Service Re-

quests

N N

Attach-

ments

N NA

Account

Team

N N

Account Hi-

erarchies

N NA

Leads N N

Campaign N NA

Sales

Quotes

N N

Visit Hours N NA

Installed

Base

N Y N

Marketing

Attributes

N N

Service con-

tracts

Sales Terri-

tory

NA NA

Feed NA NA

Target

Group

NA NA

Sales leads NA NA

Registered

Products

N Y NA

100 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Recent Or-

ders

NA NA

Groups NA NA

Survey re-

sults

NA NA

External Fol-

lowup Docu-

ment

NA NA

Oine Action

Object Global / Tab Actions Oine Availability

Accounts Activities (Appointments,

Tasks, Phone Calls)

New Y

Opportunities New Y

Contacts New Y (currently not supported.)

Addresses New Y (currently not supported.)

Relationships New Y (currently not supported.)

Visits New Y

Global Block N

Set to Obsolete N

Derive Territory N

International Version N

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 101

2.8.9Contacts Oine

This topic presents an overview of features supported for contacts in oine mode. Contacts create, edit and

display is supported in the oine mode.

Note

In oine mode, newly created contacts show up with their temporary IDs when used in other transactions.

The details are resolved properly once you synchronize and the entries are created online.

CONTACTS

Oine Scope

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview

Overview Header Fields Status Y N

Title Y Y

Account Y N Y N

Job title Y N Y Y

Function Y N Y Y

Department Y N Y Y

Business Ad-

dress

Y Y

Phone Y N Y Y

Fax Y N Y Y

Mobile Y N Y Y

E-Mail Y N Y Y

Best Reached

Y Y

Contact Per-

mission

Y Y

VIP Contact Y Y

Academic Title Y Y

102 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview

First Name Y N Y Y

Middle Name Y Y

Last Name Y N Y Y

Extension

Fields

Y N

Nickname Y Y

Language Y Y

Gender Y Y

Date of Birth Y Y

Marital Status Y Y

Engagement

Score

Y Y

Building Y Y

Floor Y Y

Room Y Y

Department

from Business

Card

Y Y

Addresses Addresses Business Ad-

dress

Y N

Personal Ad-

dress

Address Y N

Phone Y N

Fax Y N

Mobile Y N

E-Mail Y N

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 103

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview

Main Y N

Action Y N

Relationship Relationship Relationship

Type

Y N

Business Part-

ner

Y N

Address Y N

Main Y Y

Relationship

Strength

Y Y

Action Y Y

Activites Appointment ID Y Y

Subject Y Y

Status Y Y

Start Date/

Time

Y Y

End Date/Time Y Y

Owner Y Y

Account Y Y

Primary Con-

tact

Y Y

Phone Y Y

Last Changed Y Y

Created on Y Y

Document Type Y Y

104 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview

Action Y Y

Tasks Subject Y Y

Status Y Y

Start Date/

Time

Y Y

End Date/Time Y Y

Owner Y Y

Account Y Y

Primary Con-

tact

Y Y

Phone Y Y

Last Changed Y Y

Created on Y Y

Document Type Y Y

Action Y Y

Phone Subject Y Y

Status Y Y

Start Date/

Time

Y Y

Owner Y Y

Account Y Y

Primary Con-

tact

Y Y

Phone Y Y

Last Changed Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 105

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview

Participants Y Y

Phone Y Y

Action Y Y

Emails Subject Y Y

Status Y Y

Owner Y Y

Account Y Y

Primary Con-

tact

Y Y

Last Changed Y Y

Actions Y Y

Leads N N

Opportunities N N

Sales Leads N N

Sales Quotes N N

Opportunities N N

External Follow

Up Documents

NA NA

Campaigns N NA

Marketing Inter-

actions

NA NA

Tickets N N

Marketing Per-

missions

N N

106 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview

Marketing At-

tributes

N N

Attachments N NA

Notes N N

Oine Action

Object Global / Tab Actions Oine Availability

Contacts Global Change Image N

Block N

Set to Obsolete N

2.8.10Leads Oine

This topic presents an overview of features supported for leads in oine mode. Leads create, edit and display is

supported in the oine mode.

LEADS

Oine Scope

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Overview Header

General

Lead ID Y N Y N

External ID N N N N

Name Y N Y Y

Account Y N Y Y

Company Y

Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 107

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Contact Y N Y Y

Contact First

Name

Y N Y Y

Contact Mid-

dle Name

Y N Y Y

Contact Last

Name

Y N Y Y

First Name

of Indiv. Cus-

tomer

Y N Y Y

Middle

Name of In-

div. Cus-

tomer

Y Y

Last Name

of Indiv. Cus-

tomer

Y N Y Y

Qualication

Level

Y N Y Y

Status Y N Y Y

Consistency

Status

Y N

Source Y N Y Y

Priority Y N Y Y

Start Date Y N Y Y

End Date Y N Y Y

Category Y N Y Y

Owner Y N Y Y

108 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Owner(Sales

)

Y N Y Y

Marketing

Unit

Y N Y Y

Sales Unit Y N Y Y

Survey

Score

N N Y N

Created On N N Y N

Created By N N Y N

Changed On N N Y N

Changed By N N Y N

Notes Y N Y Y

Sales Terri-

tory ID

Y N Y Y

Sales Terri-

tory Name

Y N Y N

Header

Account

Informa-

tion

Additional

Name

Y N Y Y

Additional

Name 2

Y N Y Y

Additional

Name 3

Y N Y Y

External

System

N N N N

External ID N N Y N

House Num-

ber

Y N Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 109

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Address Line

Y N Y Y

Address Line

Y N Y Y

Street Y

Y Y

Address Line

Y N Y Y

Address Line

Y N Y Y

City Y N Y Y

Country/

Region

Y N Y Y

State Y N Y Y

P.O.Box Y N Y Y

Postal Code Y

Y Y

County Y N Y Y

Phone Y N Y Y

Fax Y N Y Y

Mobile Y N Y Y

E-Mail Y N Y Y

Web Site Y N Y Y

Latitude Y N Y Y

Longtitude Y N Y Y

Legal Form Y N Y Y

ABC Classi-

cation

Y N Y Y

110 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Industry Y N Y Y

D-U-N-S Y N Y Y

Contact Per-

mission

Y N Y Y

Language Y N Y Y

Note Y N Y Y

Header

Contact

Informa-

tion

Title Y N Y Y

Job Title Y N Y Y

Academic Ti-

tle

Y N Y Y

Additional

Academic Ti-

tle

Y N Y Y

Nickname Y

Y Y

External

System

N N

External ID N N N N

Language Y N Y Y

Gender Y N Y Y

Maritcal Sta-

tus

Y N Y Y

Function Y N Y Y

Department Y N Y Y

Department

from Busi-

ness Card

Y N Y Y

VIP Contact Y N Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 111

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Contact Per-

mission

Y N Y Y

Engagement

Score

Y N Y Y

Building Y N Y Y

Floor Y N Y Y

Room Y N Y Y

Phone Y N Y Y

Fax Y N Y Y

Mobile Y N Y Y

E-Mail Y N Y Y

House Num-

ber

N N Y N

Street N N Y N

City N N Y

Country/

Region

N N Y N

State N N Y N

Postal Code N N Y N

Note Y N Y Y

Header In-

dividual

Customer

Info.

ABC Classi-

cation

Y N Y Y

Gender Y N Y Y

Maritcal Sta-

tus

Y N Y Y

E-Mail Y N Y Y

112 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Phone Y N Y Y

Fax Y N Y Y

Mobile Y N Y Y

House Num-

ber

Y N Y Y

Street Y N Y Y

City Y N Y Y

Country/

Region

Y N Y Y

State Y N Y Y

Postal Code Y N Y Y

Nationality Y N Y Y

Date of Birth Y N Y Y

Customer ID N N Y N

External

System

N N N N

External ID N N N N

Title Y N Y Y

Academic Ti-

tle

Y N Y Y

Profession Y

Y Y

Contact Per-

mission

Y N Y Y

Language Y N Y Y

Initials Y N Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 113

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Best

Reached By

Y N Y Y

Prex Y N Y Y

Products Product N N Y N

Description N N Y N

Category N Y Y

Quantity N N Y N

Products Products Product Y N Y Y

Product ID N N Y N

Description Y N Y Y

Product Cat-

egory

Y N Y N

Description Y N Y Y

Category Y N Y N

Quantity Y N Y Y

External

System

N N N N

External ID N N N N

Activities Appoint-

ments

Subject Y Y Y

Status Y Y Y N

Start Date/

Time

Y Y Y N

End Date/

Time

Y Y Y N

All Day Event Y N Y N

Owner Y Y Y N

114 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Organizer N N Y N

Email Subject N N Y N

Status N N Y N

Start Date/

Time

N N Y N

Owner N N Y N

Tasks Subject Y Y Y N

Status Y Y Y N

Start Date/

Time

Y Y Y N

Due Date/

Time

Y Y Y N

Owner Y Y Y N

Processor N N Y N

Phone

Calls

Subject Y Y Y N

Status Y Y Y N

Start Date/

Time

Y Y Y N

Owner Y Y Y N

Sales & Mar-

keting Team

Sales &

Marketing

Team

Role Y N Y Y

Name Y N Y N

Email N N Y N

Phone N N Y N

Primary N Y Y Y

Contacts Contacts Name Y N Y N

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 115

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Function N Y Y N

Department N Y Y N

Phone N N Y

Mobile N N Y N

Email N N Y N

Contact Per-

mission

N N Y N

Primary

Contact

Y N Y Y

Involved Par-

ties

Involved

Parties

Role Y

Y N

Name Y N Y N

E-Mail N N Y N

Phone N N Y N

Primary Y N Y Y

Primary

Contact

Y N Y N

Attachments Attach-

ments

Title Y N Y N

Type N Y Y N

Changed On N N Y N

Changed By N N Y N

Sales Quote Sales

Quote

Name Y Y Y N

Relationship N N Y N

External Ref-

erence

Y N

Status N N Y N

116 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field

Create Screen

Detailed View

Create Default Display

Edit (directly/

via actions/via

navigation)

Approval

Status

N N Y N

Owner Y Y Y N

Reason for

Reject

N N Y N

Overall Dis-

cound(%)

N N Y

Payment

Terms

Y N Y N

Total Reve-

nue

N N Y N

Created On Y N Y N

Tickets Tickets Ticket ID N N Y

Subject N

Y N

Relationship N N Y N

Priority N N Y N

Status N

Y N

Created On N N Y N

Assigned To N N Y

Ticket Type N N Y N

Surveys Surveys Name N N Y

Status N N Y Y

Catgeory N N Y Y

Oine Actions

Object Global / Tab Actions Oine Availability

Leads Global Convert to N

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 117

Object Global / Tab Actions Oine Availability

Associate to N

Copy N

Check Consistency N

Products Add Y

Delete Y

Activities New Y

Sales & Marketing Team Add Y

Delete Y

Involved Party Add Y

Delete Y

Contact ( only when Lead us-

ing existing account)

Add Y

Delete Y

Sales Quote New Y

Ticket New N

Attachments Add Y

2.8.11Service

This topic presents an overview of supported features and limitations for service in oine mode.

Oine Capabilities for Service

Here is the list of objects supported in oine mode.

Note

Not all the validations or determinations available online are available oine.

118

PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section

Field

Create Display

Edit

(can edit directly

via actions/navi-

gation)

Work Tickets*/

Tickets*

*Objects have

restrictions or

some tabs

missing

Overview Y Y Y*

Involved parties Y

Tasks Y Y Y

Follow-Up Documents* Y* Y

Visits Y

Items Y Y Y

Services Y Y Y

Parts Y Y Y

Time Y Y Y

Expenses Y Y Y

Work Description Y Y

Sub-Tickets

Y Y

Time Entries Y Y Y

Notes Y Y

Attachments Y Y

Assignments Y

Time

Recording

Time Entries

Overview Y Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 119

Tab Section

Field

Create Display

Edit

(can edit directly

via actions/navi-

gation)

Installed Base*

*Objects have

restrictions or

some tabs

missing

Overview Y Y Y

Involved Party Y Y

Items Y Y Y

Competitor Products

List Overview Y

List (Advanced Search) Y

Quick Create Y Y

Overview Y Y

Involved Parties Y Y Y

Actions Y Y

Competitor Products Y

Items General Data Y

Location Y Y

Involved Parties Y Y

Warranty Y

Registered

Product*

*Objects have

restrictions or

some tabs

missing

Overview Y Y Y

Involved Party Y Y

List Overview Y

120 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section

Field

Create Display

Edit

(can edit directly

via actions/navi-

gation)

List (Advanced Search) Y Y

Quick Create Y Y

Actions Y Y

Items Y

Tickets Y

Contracts Y

Attachments Y Y

Attributes Y Y

Stock Overview Y

List Y

Installation

Points

Overview Y Y

Items Y Y

Add Item - New

Functional Location

Y Y

Add Item - New

Registered Product

Y Y

Involved Parties Y Y

Tab Section Field Create Display

Edit (can edit

directly via ac-

tions/naviga-

tion)

Tickets Header Main Ticket Y Y

Ticket ID Y

Subject Y Y

Description Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 121

Tab Section Field Create Display

Edit (can edit

directly via ac-

tions/naviga-

tion)

Overview Priority Y Y Y

Escalation Sta-

tus

Status Y Y

Work Progress Y

Contract Y

Ticket Type Y Y

Territory Y

Assigned To Y Y

Service Techni-

cian

Y Y Y

Approval Status

Service and Sup-

port Team

Service Techni-

cian Team

Y Y

Channel

Channel Type

Channel ID

Source Y

Customer Customer Y Y Y

Contact Y Y Y

E-Mail Y

Phone Y

Mobile Y

Fax Y

122 PUBLIC

SAP Cloud for Customer Mobile Apps

Extended Apps

Tab Section Field Create Display

Edit (can edit

directly via ac-

tions/naviga-

tion)

Gender Y

Job Title

Department

Language

Category Y

Address Y

Individual Cus-

tomer

Account Y

Service Location Country/Region Y Y Y

Building/Floor/

Room

Y Y Y

Street Y Y Y

House Number Y Y Y

City

Y Y Y

State Y Y Y

Postal Code Y Y Y

Involved Parties

Name Y Y Y

Role

Y Y Y

Address Y

Email Y

Phone Y

Mobile Y

Main Contact

Y Y

Product Product Y Y Y

SAP Cloud for Customer Mobile Apps

Extended Apps

PUBLIC 123

Tab Section Field Create Display

Edit (can edit

directly via ac-

tions/naviga-

tion)

Installed Base ID Y Y Y

Installation Point Y Y Y

Serial ID Y Y

Warranty Y

Coverage Y

Reference Date

Warranty To Y

Warranty From Y

Product Cate-

gory

Survey Y Y

Description Y Y

Work Description Y Y

Category Service Cate-

gory

Y Y

Incident Cate-

gory

Y Y

Resolution Cate-

gory

Y Y

Cause Category Y Y

Object Category Y Y

Timeline Created On Y

Created By Y

Changed On Y

Changed By Y

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Tab Section Field Create Display

Edit (can edit

directly via ac-

tions/naviga-

tion)

Requested Start

Date

Y Y Y

Requested End

Date

Y Y Y

Completion Due Y

Completion Date Y

Reported On Y Y

Reported By

Initial Review

Due

Initial Review

Completed

Next Response

Due

Reported On Y

Due On-site Y

Arrived On-site Y Y

Resolution Due Y

Resolved On Y Y

Last Customer

Interaction

Last Agent Inter-

action

Customer Up-

dated

Escalated On Y

Integration (Organiza-

tional Data)

External Sales

Order ID

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Tab Section Field Create Display

Edit (can edit

directly via ac-

tions/naviga-

tion)

Sales Organiza-

tion

Sales Unit

Division Y

Distribution

Channel

External Ticket

External Sales

Order ID

External Sales

System ID

Additional Information Service Level ID

Service Level

Requires Work

Sales Order Y Y Y

Sales Order Item Y Y Y

Interaction Notes Y

Ticket Items

External Product

Line Y

Parent Line Y

Product Y Y

Description Y

Work Progress Y

Processing Y Y

Invoicing

Method

Y Y

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Tab Section Field Create Display

Edit (can edit

directly via ac-

tions/naviga-

tion)

Serial ID Y Y

ERP Release

Status

Planned Quan-

tity

Y Y

Actual Quantity Y Y

Planned Total

Actual Total

Product Cate-

gory

Requested Start

Y Y

Actual Start

Y Y

Actual End

Y Y

Conrmed Deliv-

ery Date

Total Delivery

Quantity

Service Techni-

cian

Y Y

Installation Point Y Y

Net Price

Changed On

Pricing Relevant

Coverage

Customer Infor-

mation

Y Y

Succeeding Sales Or-

der

Internal Note

Y Y

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Tab Section Field Create Display

Edit (can edit

directly via ac-

tions/naviga-

tion)

Resource

Scheduler

Assignments

Overview/ Header

Address Y

Start Date Time Y

End Date Time Y

Status Y Y

Ticket Y

Service Techni-

cian

Notes Y

Available Oine Actions

Tab/Global Section Action Oine Availability

Tickets / Work Tickets Add attachments to tickets Y

Display notes on a new tab Y

Create Follow-Up Ticket

Prepopulate elds in follow-

up tickets

Signature capture for a ticket Y

View ticket tab from the

Sales Order tab

Employee, Sales Order, and

Sales Order Items are edita-

ble

Multiple signature captures

(up to three signatures on a

ticket)

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Tab/Global Section Action Oine Availability

Ticket tab available for more

objects. The ticket tab now

appears in:

• Accounts

• Contacts

• Individual Customers

You can create a new ticket

from these objects.

Ticket List Level Users can scan barcode of

a registered product when o-

line, to ll in data when cre-

ating a ticket

Items Tab Conrm Parts for ticket items Y

Involved Party:

• Add

• Delete

• Refresh

Queries for My Work Tickets

and Work Tickets with my In-

volvement

Add Involved Party details in

quick create for ticket

In quick create for ticket, you

can add Installed Base and

Installation Point.

Time Entries New time entry enabled Y

Users can start and stop

Time recording in oine

mode

Work Ticket Items Start Work,

Undo Work Progress

Additional read-only ticket

elds are available

Items List Level Finish Work Y

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Tab/Global Section Action Oine Availability

Oine external Product ID is

enabled for Ticket Items

Time Recording Time Entries Advanced Search enabled Y

New time entries are enabled Y

Work Tickets

Sub-Tickets

Time Entries Time entry enabled Y

Setting status enabled Y

Add sub-tickets to an existing

ticket

Add items to sub-tickets Y

Migrate sub-tickets with

main ticket reference

Notes Add internal notes in Notes

tab in oine mode

Installed Base Activate Y

Block Y

Obsolete Y

Items Activate Y

Block Y

Obsolete Y

Delete Y

Add Items (at the same level) Y

Registered Product Activate Y

Block Y

Obsolete Y

Items Activate Y

Block Y

Obsolete Y

Delete Y

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Tab/Global Section Action Oine Availability

Add New Registered Product Y

List Create New Ticket Y

Measurement Logs and

Readings

New measurement logs and

readings can be created

Stock Add products from van stock

as ticket item

Add from Stock Location Search by Product ID or De-

scription

Installation Point Create a new functional loca-

tion

Note

Capture Signature is replaced with Generate Summary. Users can capture signature when generating a

ticket summary.

Oine Limitations for Tickets

• No workow rules support oine.

• Limited availability of object actions oine.

• Limited Work Ticket/Ticket elds are editable oine.

• Available support for tickets follow-up for Work Tickets only.

• Limited data is copied for follow-up tickets only .

• Solution Finder tab is unavailable oine.

• Changes tab is unavailable oine.

• Document Flow tab is unavailable oine.

• Groups tab for tickets is unavailable oine.

• Approval tab for tickets is unavailable oine.

• Automatic Attachment Download for tickets is unavailable oine.

• Limited availability of read-only elds for tickets oine.

• Navigation link for follow-up items does not work.

• In the Work Ticket/Ticket list view, not all elds are available for Advanced Filter.

• Default/Determination for ticket items is not available oine.

• Service Category, as at lists, is editable oine. Value help shows data correctly if user selects the

categories in sequence as follows:

Parent Category Child Category .

• Involved Party for Ticket: Main indicator is not editable oine.

• Involved Party for Ticket: Determinations for main indicator is not available oine.

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• Involved Party for Ticket: Only validation for unique is available oine.

• Involved Party for Ticket: No mandatory checks are performed oine.

• Involved Party for Ticket: Party determination does not take place for Ticket quick create in oine mode.

• Involved Party for Ticket: Partner, Partner Contact, and Company for involved parties for ticket is not

enabled oine.

• Currently there is no oine validation for any ticket items.

• When creating a ticket, determination of installed base, serial ID, product, and customer occurs only the

rst time you select an installation point. To redetermine, relaunch the QC for the Ticket. This applies to the

ticket detail screen as well, close and reopen the ticket and select a new installation point to have the elds

repopulate automatically.

• Entering Ship-To account when creating a ticket populates neither Service Location nor Ship-To Contact

automatically.

• Contract determination is not available oine.

• Item contract determination is not available oine.

Oine Limitations for Installed Base

• When creating follow up ticket from Installed Base, determinations (such as location, service technician)

are not available.

• My Queries, based on team / territory is unavailable.

• Attachments are unavailable.

• Address determination is unavailable.

• Multilanguage support for Installed Base and Registered Product notes is not supported.

Items

• Hierarchical List for Installed Base items is unavailable. A at list is displayed for the Items.

• Adding lower level items to an item is unavailable.

• Moving and removing items is unavailable.

• General Data dynamic elds based on category not supported.

• Add Existing Registered Product on installed base Items tab is not supported.

• Add/Delete of Involved Parties for installed base items is not supported oine.

• Creating follow up service tickets from installed base items is not supported.

Oine Limitations for Registered Products/Installation Points

• Warranty, Sales & Distribution, and User Status sections on the Overview tab is unavailable.

• Address determination is unavailable.

• Any other feature not mentioned in the supported list is unavailable.

• Registered Product Summary (PDF Preview) is unavailable.

• Add Maintenance Plan action is unavailable.

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• Update Product Location action is unavailable.

• Multilanguage support for Installed Base and Registered Product notes is not supported oine.

• Personalized queries for Installed Base and Registered Products are not supported for oine data

download.

• On

Registered Product Tickets tab, the Create New Ticket option is not supported oine.

• New Opportunity action is unavailable.

• Personalization done in online mode using Customer/Ship-to ID eld in Advanced Find Form (Advanced

Search) of Installation Point and Serial ID Value Helps does not work oine.

• Technical ID may be visible in Customer/Ship-to elds in Advanced Find Form (Advanced Search) of

Installation Point and Serial ID Value Helps oine. On choosing another party in the Value Help, the ID

displays.List

• My Queries based on team / territory is unavailable.

• Export to excel is unavailable.

• Advanced Search for Warranty and Service Technician elds is unavailable.

Items

• Actions for adding existing registered product are unavailable.

• Actions for creating follow-up service tickets are unavailable.

• Registered Product Items Hierarchical List is not supported oine. A at list displays oine.

Oine Limitations for Stock

• My Query, based on team is unavailable.

• Contracts are unavailable in oine mode.

• Contract determination is unavailable in oine mode.

• Contract headers are unavailable in oine mode.

Oine Limitations for Resource Scheduler

Assignments

• Changing the status of an assignment in oine mode does not start automatic time entry.

• Code list restriction for Assignment External status code is not supported oine.

• Assignments are not supported in oine calendar.

Oine Limitations for Time Recording

• Time Report functionality is not available oine.

• Time Recording is available in the oine mode. The functionality provides you with the ability to auto

record time.

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Oine Limitations for Contracts

• Contracts cannot be edited in oine mode.

• Only the following tabs are available in oine mode:

• Overview

• Involved Parties

• Notes

• Items

Oine Limitations for Skills

Change history is not supported for the following objects:

• Installed Base

• Registered Products

• Products

• Tickets

Any updates done on the Skills tab of one of these objects, are not displayed in the respective Changes tab. For

example, an update done on the Tickets Skills tab is not displayed on the Tickets Changes tab.

2.9 Settings, Security, and Support

Find information related to settings, security, and support in SAP Cloud for Customer.

2.9.1Advanced Settings

Learn about all the settings you can turn o and turn in the app under Advanced settings.

Use Multiple Logon Proles

Log into the app with dierent url’s in the same device and manage multiple proles using the multiple logon

prole setting.

When you turn on this setting, you see the Manage Logon Prolesbutton in the logon page. Select it to create a

new prole. Do the same step for each tenant URL. To switch between proles, enter your passcode and select

Manage Logon Proles, select the necessary URL and select Logon.

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You can turn on this feature under Settings (available on the logon screen as a gear icon on the top right) by

turning on the toggle switch for Use Multiple Logon Proles under Advanced.

Calendar Integration

SAP Cloud for Customer can be integrated with the iOS and Android calendar. You can see all the native

calendar events in the application calendar, along with application events; thus providing you total visibility into

all your events. You can dierentiate the native calendar events with the device icon visible under the events.

However, you can only view the native calendar events and not open them in the solution.

You can turn on this feature under Settings (available on the logon screen as a gear icon on the top right) by

turning on the toggle switch for Calendar Integration under Advanced.

Touch ID

Touch ID is ngerprint-based authentication system enabled in extended apps for iOS and Android devices.

It is easy-to-use your ngerprint instead of a passcode. You can open the app with your ngerprint instead

of a passcode and protect sensitive information. You can still use the app passcode, when needed. The app

prompts you to enable this feature on the rst logon or you can enable it later from the app settings.

Touch ID setup: When you log in to the app for the rst time and after you enter the passcode, you are

prompted with a message to set up your Touch ID. If you choose to set it up, Touch ID is registered successfully.

Now the Touch ID verication shows up every time you logon instead of the passcode.

Log on with Touch ID: When Touch ID is turned on, the app prompts you to verify with touch Id. When you

verify your touch Id, you are logged into the app.

Manual Enable and Disable Touch ID: You can turn on this feature under Settings (available on the logon

screen as a gear icon on the top right) by turning on or o the toggle switch for Touch ID under Advanced.

Enabling the feature prompts you to enter the app passcode again.

Note

Touch ID is available only on devices that are set up for biometric authentication.

The Touch ID support is automatically disabled when you have setup the app not to require a passcode (via

the Security Policy).

Default Option to Open Links in Outlook and Google Maps

You’ve more than one app to open mail and address links in the extended edition apps under settings. You can

choose which app to use by default to open your mail and address links.

• In iOS, you can open mail links in the Outlook app and address links in the Google Maps app.

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• In Android, you can open mail links in the Outlook app.

Remember

The setting to choose the apps is available only if the extended app is installed on the device.

Logging

When you raise cases for issues with SAP Cloud for Customer mobile apps, SAP may require additional

information. This option allows you to capture logs and share them for analysis. Based on the levels of logging,

dierent logs are captured.

• Error: By default, logging is set to Error. Here, error and warning logs are captured.

• Info: In addition to the logs captured in the Error level, information logs are captured.

• Debug: This is the highest level of logging. In addition to the logs captured in the Error and Info levels, a

snapshot of the state of certain attributes and variables used in the software is captured.

You can choose the Email Log option to share logs via e-mail.

Also, you can use the Upload Log option to upload logs directly to the server, with user and timestamp

information.

Use the Clear Log option to clear existing logs.

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2.9.2Mobile Settings

As an administrator, you can enable or disable mobile-specic features under mobile settings.

2.9.2.1 Mobile Settings

Maintain and manage settings for the mobile apps in a central location.

As an administrator, you can dene and centrally maintain the mobile app settings. To do so, go to

Administrator General Settings Mobile Settings . Here you can enable or disable mobile specic

features.

General Data

All Platforms

Following settings that are available for Mobile-

1. App Version Check: App version check popup is enabled by default. If you don’t want to see the popup, you

can disable it. Disabling is mainly useful if you are using MDM to centrally deploy the apps. The app version

check is performed before or during logon and if mobile app version is older than current SAP Cloud for

Customer major release. If you are using MDM to centrally deploy the apps, then you are probably on

dierent time schedule and it's benecial for you to disable app version check.

2. Phone Call Quick Create : Phone call quick create is enabled by default. You can disable it to avoid seeing

the popup whenever you dial a phone number from the app.

3. Image Upload Size : When you upload an image either from the camera or photo library, by default you

currently see the le in its original size in online mode. Your administrator can change the upload size to

either original (actual size), large (800X800), medium (600X600) or small (400X400). For example, if the

administrator sets the size to large, then all users see all of their uploaded photos in the large size. Your

administrator controls and manages the setting.

4. As an Administrator, you can change the image size by going to Administrator General Settings

Mobile Settings , and specifying the size in Image Upload Size dropdown.

Note

This setting does not apply to images uploaded in surveys.

5. Oine Image Upload Size: When you upload an image either from the camera or photo library, by default

you currently see the le in its original size in oine mode. Your administrator can change the upload size

to either original (actual size), large (800X800), medium (600X600) or small (400X400). For example, if

the administrator sets the size to large, then all users see all of their uploaded photos in the large size. Your

administrator controls and manages the setting.

As an Administrator, you can change the image size by going to Administrator General Settings

Mobile Settings , and specifying the size in Oine Image Upload Size dropdowns.

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Note

This setting does not apply to images uploaded in surveys.

6. Updates by Administrator :

When a user is using MDM/MAM solution or Sideloading, he or she cannot download the app from the app

store. The administrator controls the distribution process for installing the new app version. Thus, if app

update requires a new (native) app version and the user is using MDM/MAM/Sideloading, he or she should

contact the administrator.

As an administrator, you can select the checkbox Updates by Administrator under the Mobile Settings for

the users to contact you for making app updates.

7. Disable Image Upload from Device Folder/Gallery: Your administrator can choose to allow or forbid

uploading images from the device folder/gallery, to ensure that real-time pictures are taken during store

visits. This conguration can be further customized by role or country.

Your administrator can enable the setting under

Administrator General Settings Mobile Settings

General Data Image Upload Restrictions .

8. Refresh Token Expiration: The refresh token expiration period is the time till a refresh token is valid. By

default, the refresh token expires after seven days. However, it can be set in the range from 1 to 365

days. Your administrator can enable the conguration under Administrator Mobile Settings General

Data and then by selecting the checkbox Refresh Token Expiration.

9. Disable Automatic Refresh Token Renewal : Use this setting to disable the renewal of all issued refresh

tokens. Every refresh token issued with a user authentication, has a congured validity time in days. The

system does not automatically extend the validity time when this refresh token is used in the mobile

devices, while still valid. Therefore, you are required to use your user credentials or SSO credentials to

authenticate and obtain a new valid refresh token. Your administrator can enable the conguration under

Administrator Mobile Settings General Data and then by selecting the checkbox Disable Automatic

Refresh Token Renewal.

10. OAuth Token Expiration:

The OAuth token expiration period is the time till an OAuth token is valid. You can directly log on to

the system on your mobile device with a valid OAuth token. If the OAuth token expires, the mobile app

requests for a new OAuth token with the valid refresh token. However, if the refresh token expires, or the

administrator revokes or deletes it, then you log on with username and password or single sign-on, to

obtain a new, valid OAuth token and refresh token. By default, the OAuth token expires after one hour.

However, it can be set in the range from 1 to 24 hours.

Your administrator can enable the conguration under Administrator Mobile Settings General

Data

and then by selecting the checkbox OAuth Token Expiration.

Note

Issuing a short-term OAuth access token with long-term refresh token provides a good end user

experience and security.

An administrator can view and revoke active tokens under Administrator Mobile Settings Manage

Refresh Tokens .

11. Auto Logo Notication (Android and iOS) :

Your administrator can congure a device notication to alert you when SAP Cloud for Customer app is

about to log o.

Your administrator can enable the setting under Administrator Mobile Settings and then selecting

by checkbox Auto Logo Notication.

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12. Certicate Pinning (Android and iOS) :

Certicate Pinning is a security mechanism to prevent impersonation by attackers using mis-issued or

fraudulent certicates. By default, certicate pinning is automatically turned o for all the users. The

administrator can enable certicate pinning in the mobile apps. However, if you don’t want to use this

feature, select inactive under the dropdown list.

Note

This pilot setting may change in a future release.

Your administrator can enable the setting under Administrator Mobile Settings General Data

Certicate Pinning

For iOS

Caller ID: This setting enables the SAP Cloud for Customer app to provide Caller ID on iOS when a user receives

a call. The user’s phonebook contacts are not aected.

As the administrator, you can enable the caller ID functionality under Administrator Mobile Settings

General Data Caller ID . For the feature to work in iOS, please ensure that that user also turns on the

following toggle switch - Allow These Apps to Block Calls and Provide Caller ID (Cloud4CustEx) under iOS

Settings -> Phone -> Call Blocking & Identication.

Restriction

• Contacts are encrypted and stored locally on the phone. The downloaded data is automatically deleted

seven days after the last logon.

• This feature is only supported for phone numbers under My Contacts

• You must have a passcode set on your iPhone for the feature to work.

• This feature is currently not available for users in Mainland China.

• A maximum download of 5000 contacts is supporetd for caller ID.

Spotlight Search Integration: Spotlight search is a fast desktop search that allows you to organize and search

items. It makes the content more discoverable and enhances the user experience. Spotlight search integration

is disabled by default. Enable spotlight search to see the opened items in the app.

Note

• Only your recently opened and viewed items in the app show up in spotlight search.

• Searched items are stored only for three weeks.

• Spotlight search results for the app are hidden on password protected devices, till the user enters

device password.

Disable Clipboard: Your administrator can disable the copy, paste, and share functionalies in the mobile apps.

Disabling this feature prohibits copying, pasting, and sharing from the SAP Cloud for Customer mobile app to

other mobile apps. Copying, pasting and sharing are available only within the mobile app. Your administrator

can enable the setting under Administrator Mobile Settings and then by selecting the checkbox Disable

Clipboard.

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MDM-Managed Devices

You can restrict SAP Cloud for Customer mobile logon and /or oine access to only the managed mobile

devices via Mobile Device Management (MDM).

Before selecting the checkbox, please conrm that the conguration key for the mobile device is maintained

in your MDM providers management console. Conrmation is a requirement. Additionally, add the key

information under Device Group.

Your administrator can enable the setting under Administrator Administrator Mobile Settings MDM

Managed Devices and then by checking the checkbox Enable Restrictions. This setting restricts SAP Cloud

for Customer mobile logon and/ or oine access to only the managed mobile devices via Mobile Device

Management (MDM).

Remember

When the setting is enabled, SAP Cloud for Customer blocks all mobile app access unless one of the tokens

keys has been propagated to the mobile device via an MDM solution.

Note

Please consult your MDM solution documentation and plan so to avoid service disruptions. On the next

restart of the mobile app, the setting is enforced.

You can use multiple active tokens (keys) to segment users into groups. For example, you could generate a new

token specically for a group of consultants that only need access for the next 90 days.

Push Notications

1. Approval Tasks: You can receive push notications for approval tasks and open the business object in

approval by clicking on the push notication.

Your administrator can enable the setting under Administrator Administrator Mobile Settings Push

Notications and then by checking the checkbox Approval Tasks. This setting provides a convenient way

to receive a push notication, whenever an approval task gets created, and navigate to the respective

business object.

Quick Actions in Push Notications for Approval Tasks:

Push action buttons makes it easier for you to interact with your app directly from an iOS, Android, or

Windows push notication. Instead of engaging with the app by tapping the notication and triggering the

app to open up, you receive a push with action buttons for approval tasks.

The added quick actions option makes it easier for you to engage with push notications and supports a

more responsive, personalized experience.

Note

For administrators - Quick actions in push notications require OAuth-based authorization. It is

recommended to have a long validity period for the OAuth refresh token to ensure successful quick

action execution for push notications.

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2. Business Task Management (BTM) Update: You can receive push notications to your mobile device when

workow conditions are met upon every update. The push notication on workow updates ensures

that mobile users receive notication in real-time regarding critical processes. Earlier to this release, if a

workow condition was met, a new mobile push notication wasn't sent until expiry of the BTM task.

As a prerequisite to enable the feature, your administrator must go to Administrator General Settings

Mobile Apps Management Mobile Settings Push Notications and turn on the toggle switch Business

Task Management (BTM) Update Enabling the setting ensures that all notication updates are received.

However, this will lead to an increased and potentially confusing number of push notications for the users.

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2.9.2.2 Manage Refresh Tokens

An administrator can view, delete and revoke active tokens under Administrator Mobile Settings Manage

Refresh Tokens .

2.9.3Smartphone Settings

Things to keep in mind for the administrator when working with a smartphone.

Use adaptation to bring the main navigation target as the rst column. For example in account result set,

ensure that the rst column is Account Name, as account name is used to navigation to account detail view.

If you congure, for example, Account ID eld as rst column, which is not a link, then no navigation will be

triggered from chunk view.

The last visualization (List View, Chunk View, Map View, and so on) used on a specic device, is saved and loads

the same view next time. For example, if for account data set, you selected map visualization, then next time

you click the account data set, the system loads the Map view, instead of List view.

The last visualization is device and user-specic, for the following reasons:

• Users may prefer a chunk view on tablet because of better touch experience and list view on desktop.

• Same visualization may not be available on every device. For example, in smartphone there is no list view,

instead condensed chunk view is available. For some tables, the user may need both eld description and

value, but in some other tables only displaying values might be desired.

• Functionally a user might prefer a map view on tablet vs list view on desktop.

As these preferences are user-specic for the device, the system saves only the last visualization on each

device. If the user changes the device, these preferences will have to set again.

2.9.4Working with Android Permissions

Learn how the dierent permissions work in Android from version 6.0.

From Android version 6.0 onwards, you will see user permission access pop up dialog for the features requiring

specic permissions.

Note

: To work correctly with the expected behavior within the solution, you should always choose to allow the

permissions. If not allowed, the app's behaviors will not work properly.

Following is the permission groups for SAP Cloud for Customer app-

• Calendar

• Camera

• Contacts

• Location

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• Storage

Specic permission access dialog only shows up the rst time if you choose to permit it. If you choose to deny,

the dialog will show up the next time when permission is required.

Note

You can check the check box Never show this if you don’t want to see it again. With this selection, the

feature will not work. In case you decide to change the permission, you can do so by going to Settings

Applications Application Manager Cloud4CustEx Permissions and select the permission group you

want with the toggle switch.

2.9.5Managed App Conguration support

When using external Mobile Device Management (MDM) tools, you have the possibility to set certain

conguration keys and values in the MDM provider’s management console and they will be pushed to the

app.

Prerequisite: Distribute app via an MDM vendor that supports iOS

or Android Managed Conguration.

Dierent conguration logon prole set-up options are:

Note

Step 1-3 are only relevant for defaulting new logon prole.

1. Pre-set a default system URL if this URL is provided by the MDM tool and the eld value itself is not empty.

2. Pre-set user name if the eld is provided by the MDM tool and eld value itself is not empty.

3. Pre-set remember password option if the eld is set to YES by MDM tool.

4. Use Classic SSO to resolve issues with customers using MobileIron/Citrix MAMs.

You have to navigate to new logon prole screen manually. When screen opens the default values are applied.

Default values will not be applied for consecutive openings of new logon prole screen.

Currently the ManagedAppCong.plist has following example entries:

Scenario Key Type

Example Value as

Place Holder iOS Release Android Release

Pre-set a default

system URL if this

URL is provided by

MDM tool and the

eld value itself is

not empty.

systemurl String https://

my000000.crm.o

ndemand.com

1702 1802

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Scenario Key Type

Example Value as

Place Holder iOS Release Android Release

Pre-set user name

if the eld is pro-

vided by MDM tool

and eld value it-

self is not empty.

username String mobilityUserAlias 1702 1802

Pre-set remember

password option if

the eld is set to

YES by MDM tool.

rememberpass-

word

Boolean YES 1702 1802

Use Classic

SSO which

will use InApp-

Browser instead

of SafariView-

Controller/Chro-

meCustomTabs to

initiate IdP authen-

tication (only used

for specic cus-

tomers using Mo-

bileIron/Citrix.

classicSSO Boolean NO 1702 1802

By default certi-

cate pinning is dis-

abled. Customer

with MDM can

enable certicate

pinning via Man-

aged App Con-

guration by set-

ting disablecerti-

catepinning to

false.

disablecerticate-

pinning

Boolean YES 1805 1805

Set devicegroupi-

dentier to indi-

cate managed de-

vice(s) for MDM

Restrictions.

devicegroupidenti-

er

String 1805 1805

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2.9.6Dening External iOS/Android/ Windows App

Navigation

Learn how to enable your other iOS/Android/ Windows apps to launch SAP Cloud for Customer.

By using the custom URL schemas for app to app integration for external apps, outlined below, you enable your

other iOS/Android/ Windows apps to launch SAP Cloud for Customer when displaying item information.

Clicking on the web link in a mail app or in the mobile safari browser will invoke and launch the SAP Cloud for

Customer application and can be used by business users to navigate directly to specic items in the solution

that require their attention.

Note

This feature is also supported in oine.

Table describing the available custom url schemas and the scenarios.

Scenario Operation

Custom url scheme exam-

ple Parameters

To set default values for new

logon prole

Setup c4cex://setup?system-

url=https://my<ten-

antnumber>.crm.onde-

mand.com&username=mo-

bility&rememberPass-

word=true c4cex://

open?wocview=/BYD_COD/

SalesOnDemand/Ac-

count/UI/COD_Ac-

count_WCV.WCVIEW.uiwoc-

view

• Systemurl: tenant url

• Username: user alias

• rememberPassword:

true or false

Note

•

No eect when user

is already logged in.

•

User has to navigate

to new logon pro-

le screen manually.

When screen opens

the default values

are applied. Default

values will not be

applied for consecu-

tive openings of new

logon prole screen.

To navigate to work center

view

Open c4cex://open?woc-

view=/BYD_COD/

SalesOnDemand/Ac-

count/UI/COD_Ac-

count_WCV.WCVIEW.uiwoc-

view

Name of the work center

view

Note

No eect in case work

center view does not ex-

ist / is not available

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Scenario Operation

Custom url scheme exam-

ple Parameters

To navigate to the details

screen of the associated item

Inspect c4cex://inspect?

tt=COD_AC-

COUNT_TT&uuid=00163E02

EF341EE1BB93B81042A1132

• **TT: Thing type,

for example

COD_ACCOUNT_TT

or COD_OPPORTU-

NITY_THINGTYPE, etc.

• Uuid: node i.d. of the as-

sociated item

• i.d: Internal id of the as-

sociated item

Note

•

Specify either uuid

or id parameter

•

No eect if the work

center view or spe-

cic item is not

available.

** Item types supported in online mode

Item type Technical Name Works with node id Works with internal id

Accounts COD_ACCOUNT_TT X X

Contact COD_CONTACT_TT X X

Employee COD_EMPLOYEES X X

Product COD_MATERIAL X X

Opportunity COD_OPPORTU-

NITY_THINGTYPE

X X

Limitation

Invoking custom URL scheme while app is showing the login screen will have no eect (other than opening the

app). Login page will be shown only if user did not specify option Remember Password during logon prole

setup and therefore user has to enter password in subsequent attempts to login.

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2.9.7Security

Learn about security related information for the solution.

For information about security topics, see SAP Cloud for Customer Security Guide

We recommend setting a passcode lock for your device, especially if you work oine, as data is stored on the

device. It is mandatory to have a device lock for Android.

To delete stored data, select Erase Synchronized Data.

2.9.8Report a Case

Find out how to report issues with the app.

Context

You can choose the following method for reporting issues with the app:

Report a Case

For most app related issues, we recommend you report a case.

Note

Reporting a case is supported in online mode only.

On iOS devices, you can run into a blank screen situation sometimes. It is caused by insucient system

resource and requires a restart. In such a case, you will get a special screen with an informational message

" Insucient memory resources" and a restart button. Please select restart to resolve the issue. Also, if you

leave the app in the background or the device locked for a long period, you might get the blank screen.

Procedure

1. Navigate to the screen where you are experiencing the issue.

2. Select the User menu .

3. Select Report Case.

4. On the Subject line, enter a short description of the issue. Then enter a full step-by-step description in the

space that follows.

5. Choose how serious the issue is and then select Done to submit the case.

Note

To track the status of your cases, go to the user menu icon , choose Prole Cases

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2.9.9Impact of Network Switch

Learn about the eect of a network switch in the solution.

When you switch the network (from LTE/4G/3G) while processing a request, the network drops for few

milliseconds and then reconnects. In this time period, no response is received as the request being processed

is disrupted. So, the app freezes or shows the busy bee sign.

The busy bee sign shown is local to the respective screen and is not applicable for the entire app. For example,

it might come up in value selection window, quick create, list, or detail view screen. In such cases, you can close

the respective screen if the request takes more time. However, if you are in the middle of a transaction, it might

cause data loss.

Nonetheless, the occurrence of such scenarios (network drop or switching while in the middle of processing

the request) is minimal.

2.9.10In-App Auto Updates

If there are application updates, you have the option to make the updates on the user interface.

SAP Cloud for Customer is a hybrid app built using HTML5, CSS , JavaScript, and then wrapped in the native

application using the Cordova platform. So, if there are in-app updates (download of HTML, JS and CSS

resources), you can download it directly from the cloud by selecting

User Menu Check Update and

conrm the download. Therefore, app update from respective app store is not required every time till there is

native x.

After the update is completed, you can upgrade immediately. If you choose not to upgrade, then the system

will do the upgrade automatically the next time you restart the application. With this feature the emergency

patches and hotx collections can be updated on the client application as soon as they are available on cloud.

Minimum app version required for an emergency patch or hotx collection update is maintained in SAP HANA

Cloud Platform. In case app updates are available, you are informed to update the app.

However, if you are using MDM/MAM solution or Sideloading then you cannot download the app from the app

store. The distribution process is controlled by your administrator for installing the new app version. Thus, if

app update requires a new (native) app version and you are using MDM/MAM/Sideloading, your administrator

can check the check box Updates by Administrator under the Mobile Settings.

Please note the following information-

• Updates are only available if emergency patches are deployed for a certain hotx collection.

• Updates are only available for hotxes in the same release, if there is no native x.

• New release requires app update from the store.

2.9.11App Version Information

Learn how to see the app version information for mobile devices.

The administrator can enable app version information in the user logon activity report in three steps:

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1. Enable performance and usage monitoring under business conguration.

2. Add app version, client type, device type elds to the report view under business analytics.

3. Launch user logon activity report under Administrator General Settings Usage and Response Time

Statistics for regular updates.

Step 1: Administrators can enable app version information in the user logon activity report by adding

Performance and Usage Monitoring to your project scope. Go to

Business Conguration Implementation

Projects and select your project. Click Edit Project Scope Performance and Usage Monitoring Scoping

Administration and under User ID and IP information tracking select the checkbox next to the scoping item

for using performance and usage monitoring.

Step 2: Launch user logon activity report under Business Analytics Design Reports work center view to

add App Version, Client Type, Device Type elds to the report view by doing the following steps:

1. Search and open the report name User Logon Activity.

2. Run the report.

3. Select the View tab and click the add icon.

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4. Add App Version, Client Type, and Device Type under Characteristics Other and click OK.

5. Add these elds to the report by selecting + icon under Row Fields.

6. Add App Version, Client Type, and Device Type elds to the report and click OK.

7. A new report (COD_USER_LOGON_ANA_Q0001 (modied)) is created with the addition of new elds.

8. Click the icon … and save the report as Mobile User Logon Activity.

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Step 3: Launch User Logon Activity report from Administrator General Settings Usage and Response

Time Statistics for regular updates by downloading the report.

To download the report.

1. Click analyze data icon.

2. Switch to Mobile User Logon Activity view.

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3. Choose a report download option under the … icon to download report.

2.10 How-to's

This section covers the operational tasks you need to accomplish with the app.

2.10.1Export to Microsoft Excel for Android (Samsung

tablet) and iPad

Details on how the Export to Microsoft Excel feature works on SAP Cloud for Customer for Android and iPad.

Steps to Export to Microsoft Excel:

Prerequsite: Install Microsoft Excel and Google Sheets apps.

Note

This feature is not supported in reports.

1. Log into the app.

2. As an example, open Sales Quote and select the more actions icon.

3. Select Export to Microsoft Excel from it. A pop up opens.

4. Select Download to download the le.

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On SAP Cloud for Customer for Android (Samsung tablet)

• System shows available apps to open the le.

• Choose Google Sheets or Microsoft Excel to open the le.

On SAP Cloud for Customer for iPad

• System shows a preview with only 2 columns.

• Tab screen to get more Options.

• Choose Microsoft Excel to open the le.

Note

Microsoft Excel mostly works ne, but it can fail when the server generates the le format errors.

2.10.2Upload Files from iCloud

You can upload les from iCloud drive as attachments in the mobile app on iOS devices. To use it, go to

Add

Local File Browse iCloud Drive . As a prerequisite, you enable and congure the iCloud Drive in the iOS

system. To do so, go to Settings iCloud sign-in with your iCloud name and password. Then, merge data

and enable the iCloud service for SAP Cloud for Customer app.

2.10.3Work with Attachments in Oine

Uploading or adding attachments is now available oine.

Oine Attachment Support

Upload and download

Uploading or adding attachments is now available oine. To add an attachment in oine mode, do the

following:

1. Choose Add under Attachments.

Note

Maximum le size upload limit for oine attachment is 2 MB.

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2. Upload from the Local File.

Note

To view and download attachments online mode, choose User prole Sync Now . This will upload the

oine-created attachments to the server, so all other users could access them, just like an attachment

created in on-line mode.

2.10.4Work With Maps

Learn how to use the map feature based on Google maps that provides data with an interactive map in dierent

objects.

Selecting the Map view displays the addresses from the solution as pins on the map based on the business

object you choose for the map view, and is fully navigable. The map view results are displayed with pagination.

Note

In the Fiori client, you use Google maps.

The following obejcts are supported for map view:

• Accounts

• Visits

• Tours

• Route Planning

• Activity List

• Appointments

• Tickets

• Work Tickets

• Ticket Hierarchy

• Target Groups

• Assignments

• Installed Base

• Registered Products

• Utilities Premise (object and tab)

Map Settings

You launch the map settings by selecting the map icon on the right bottom corner of the map. Here you can

dene the Map Style and enable or disable dierent controls on the map with Map Buttons.

Map Style

Map style allows you to choose a map type to display. Default view is selected and you can see the elevation

of the landscape, like mountains and canyons by enabling terrain. Contour lines overlaid on the map show

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elevation and gray numbers show altitude. The other view is the Satellite view with aerial imagery of landscape.

You can turn on the label to see the tagged areas in the aerial view.

Map Buttons

The Map contains user interface elements to allow user interaction with the map. These elements are known as

controls and you can enable or disable these controls in your application. Alternatively, you can do nothing and

leave it to the defaults.

Below is a list of controls you can use in your maps:

• Zoom in/Out control displays as icons (+ and -) in the top right corner of the map and is used for changing

the zoom level of the map.

• Current location icon displays your existing position.

• Street View control can be enabled for street view.

• Search Nearby is available when you select the Search Nearby button. You can cancel the search by

selecting the Nearby X button. Search nearby captures a radius of 25 miles around your current location.

• Search Map Area is available when you pan or zoom the map. You can turn on the search by selecting

Search Map Area button on the map and cancel by selecting Map Area Search X button. Search map area

takes the visible area of the map and nds objects within the area.

Note

Search nearby and search by area functionality is available in map and is supported in the following map

views:

• Accounts

• Visits

• Route Planning

• Appointment

• Installed Base

• Registered Product

Nearby Search and Search by Area feature is not enabled by deafult and requires the administrator to

enable it under

Adapt Company Settings General and select the checkbox Enable Nearby Search

and Search by Area on the Map.

Map Pins

Note

Please maintain the latitude and longitude information for objects. Otherwise, the map pins don't show

up in the search nearby and search by area mode. For more information see the link: Congure Address

Validation for Geo Tracking

Map pins are shown in two dierent colors based on the account role. A blue color map pin represents a

customer and a purple color map pin represents a prospect. With this color coding feature, you can quickly

identify and distinguish between a customer and a prospect account on the account map.

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Note

This feature is available only on the account map view for the account roles customer and prospect. Any

other roles maintained show up in the default blue pin color.

2.10.5Open URLs in the App Instead of the Browser

Universal links are supported in iOS and Android apps.

Clicking on the app link opens the mobile app and navigates to the object, if applicable, instead of the link

opening in the system browser.

On iOS, if tapping the app url opens the app in Safari instead, long press on the link and choose Open in

"Cloud4CustEx". iOS then remember your selection for subsequent taps.

2.10.6Action Buttons in Push Notication not Working

When I click the push action buttons, nothing happens.

Your quick action buttons execution may have expired. Please contact your administrator.

2.10.7Set-up Face ID in iOS

Learn how to set-up Face ID in iPhone X or later.

Context

Apple supports only Face ID for iPhone X or later series devices. Since there is no support for touch ID in

iPhone X or later devices, we have adapted the Face ID feature to support the security and for better user

experience.

Steps to set up Face ID:

Procedure

1. If face ID is not set-up in your device, follow the steps in the link to set it up https://support.apple.com/en-

in/HT208109

2. Download the app, setup the prole, and login.

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3. Tap the username and log o.

4. Tap the settings icon (available on the logon screen as a gear icon on the top right) and turn on the toggle

switch for Use Multiple Logon Proles under Advanced settings.

5. Selected options are enabled and app pops up request to setup passcode. Setup the passcode, select Save

and then Yes.

6. Passcode is set and the app shows a pop up requesting if you want to set the Face ID as a passcode.

7. To unclock the app, hold the device and glance at it.

2.10.8Receive Push Notication for Workow Rules( iOS and

Android)

Receive push notications for workow rules in iOS and Android mobile devices.

You can receive push notications for workow rules when the administrator selects the checkbox Send

Push Notication under Administrator Workow Rules . Whenever the workow conditions are met, push

notications are sent on your mobile device.

Push notication can be set for each workow rule that you want to act on. The device receives push

notications as long as you are logged into the system in the last three days.

Clicking on a notication opens the app and navigates directly to the notication object. The app badge to

indicate a new, unread notication is updated only after logging into the app and is displayed within the app as

well.

2.10.9Upload a Large Number of Images as Attachments

(iOS)

There’s a new custom camera control feature that allows you to take and upload 60 pictures as attachments.

Steps to use the custom camera control are -

• Go to iOS Settings.

• Tap on Cloud4CustEx.

• Toggle the switch Use C4C Camera.

• The camera triggered from the C4C app is the new camera control that allows you to upload a large

number of attachments.

2.10.10Use One-Click Dial-in for Phone Links With

Extensions

Clicking on a phone number with extensions (passcode or extension number), on your smartphone,

automatically dials the full number sequence.

With one-click dialing, you can easily dial phone numbers from the phone and don’t have to remember long

codes. For example, a US-based phone number like 23456789016789 is saved as +1 234-567-8901 and then

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the extension 6789. With the 2005 release, you don’t have to dial the number and then the extension. The 10

digits after +1, are saved as +1 234-567-8901;6789 and automatically dialed. The feature is applicable only for

the US North American Numbering Plan Administration (NANPA) phone numbers.

Currently, the feature is supported on the following screens:

• Accounts > Contacts List

• Contacts > Dataset List

• Lead and Opportunity > Involved Parties

2.10.11Upload Multiple Photo Attachments

You can take multiple photos at one time and upload them to the app both in online and oine mode.

Note

You can upload a maximum of ve attachments at a time, both from your phone's gallery and camera.

• The maximum le size upload limit per oine attachment is 2 MB.

• The maximum le size upload limit per online attachment is 5 MB.

You can also select multiple photos from the device’s le gallery and upload it at one time. You need to enter

details (description, name) for each le. Upload of multiple attachments at once provides improved usability for

mobile sales reps.

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2.10.12Calling and Messaging from Various Applications

Send messages or make phone calls via dierent apps that are installed on your android device.

When you long press on a contact number in SAP Cloud for Customer mobile application, you are provided with

a list of applications that support messaging and calls. You can use any of the applications installed on your

device to perform this action.

2.11 Conversational Sales Assistant

Use the conversational sales assistant on your smartphone, to streamline repetitive processes, execute on

critical leads and opportunities, and gather key insights from meetings.

Prerequisite: Speech Recognition and Microphone are enabled on your phone, and can be accessed from the

SAP Cloud for Customer mobile application.

Using the Sales Assistant, you can simplify your daily tasks to a large extent. It helps you perform tasks such as

creating follow-up meetings, viewing open opportunities, and much more. This is all possible in a few seconds,

using simple voice commands. However, you can also use the keyboard or touch actions.

The following languages are supported:

• English

• German

• Spanish

• French

• Portugese

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Supported Commands

The following table provides you with a list of commands that you can use in the Sales Assistant.

Commands

Command Variations Description

Brief me on the account

• Brief me

• Brief me on <account name>

• Give me details for <account

name>

• Show details about <account

name>

• Give me details for the customer

• Find me details for <account

name>

• Fetch me details about <account

name>

• Can you tell me about <account

name>?

Get a brief overview of any customer

account.

You can also view the account brief

from within an opportunity or lead as

well.

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Commands Command Variations Description

Show me open deals

• Show me details

• Show my Q2 open deals

• Fetch all Q1 deals

• Show me deals closing this month

• Show me this quarter deals for

Get information on the deals open in

a quarter, or deals closing the current

month.

Use the See All option to view the entire

list.

Create meeting

• Schedule a meeting

• New meeting

• Set a meeting

• Create an appointment

• New appointment

• Schedule appointment

• Create meeting with <account

name>

• Schedule a meeting with <account

name>

• Create an appointment with <ac-

count name>

Schedule a meeting or an appointment.

This is applicable for Account, Opportu-

nities and Leads.

Add note

• I want to add a note

• Dictate a note

• Add a note to this opportunity

• Add a note to this meeting

• Add note

• Add a note

Add a note to any meeting or opportu-

nity by using voice or text.

Next meeting details

• What is my most recent meeting?

• Pull my latest meetings

• What is my most recent meeting?

Get information on your next meeting,

or on your most recent one.

Last meeting details

• Show me last meeting with <ac-

count name>

• What was my last meeting?

• Last meeting with <account

name>

Get details such as opportunity, ac-

count, notes and time of your last meet-

ing opportunity.

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Commands Command Variations Description

Open Opportunities

• Show me opportunities

• Show me opportunities closing this

month

• Show my Q2 open opportunities

• Fetch all Q1 opportunities

• Show me this quarter opportuni-

ties for <account name>

Get all information on opportunities in

a quarter or a specic month. You can

also get a list of opportunities that need

to be closed in the current month or

quarter.

Call contact

• Call

• Make a call

• Dial

• Reach out

• Contact

• Make contact

• Communicate

• Talk

• Ring

• Place a call

• Beep

• Drop a line

Call a contact for which details are

maintained under Lead Contacts in SAP

Cloud for Customer application.

Cancel

• Get out

• Stop

• Abandon

• Contact

• Scrap

• Drop

• Never mind

• Quit

• Start over

Cancel an ongoing task.

Note

• You can only see the details pertaining to the leads, opportunities, or accounts that have been added

under My Accounts.

• Abbreviations or short forms are not supported in the text mode. For example, 30 min must be entered

as 30 minutes.

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2.11.1Scope and Congure Sales Assistant

Administrators can enable Sales Assistant for your project.

Your administrator can enable this feature as follows:

1. Go to Business Conguration Implementation Projects .

2. Select your project and navigate to

Edit Project Scope Questions Communication and Information

Exchange Integration with External Applications and Solutions Integration Scenarios with Cloud

Solutions from SAP

Integration with SAP Sales Cloud, intelligent sales add-on , and select the checkbox

for the question Do you want to use Sales Assistant in your mobile apps?

Note

This option is available only on purchasing the SAP Sales and Service Core, Intelligent Sales Execution

Add-on.

2.12 Privacy Policy - SAP Cloud for Customer Mobile

Application

Last updated in May 2024.

Cloud for Customer (C4C) is not a stand-alone application, but an interface to provide you an access to log

into the backend Cloud Service through your mobile device as long as you remain a user authorized by your

Company to access the backend Cloud Service. Thus, SAP as data controller will normally only collect your

Personal Information (e.g., username ID and related password information) for user authentication purposes in

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the Mobile App to enable your access to the backend Cloud Service through your mobile device. This Privacy

Statement will neither cover the personal information collected or processed by the backend Cloud Service nor

cover the personal information processed by SAP as data processor on behalf of data controller.

This Privacy Statement applies to the SAP Cloud for Customer Mobile App (“C4C”) published and operated

by SAP SE, Dietmar Hopp Allee 16, 69190 Walldorf, Germany.

This Privacy Statement describes how SAP processes the personal information you provide to SAP and the

information that SAP collects or generates in the course of operating the (C4C). “Personal Information” refers

to any information relating to an identied or identiable natural personal, recorded electronically or in other

manners, excluding anonymized information.

Your employer, client company, business, institution, or other providing entity (“your Company”) may have

subscribed to SAP Cloud for Customer (“Cloud Service”). C4C is used to provide you with a channel to log

in and use the Cloud Service and allow you to access and use the Cloud Service through your mobile device

as long as you remain a user authorized by your Company to access the Cloud Service. C4C will not collect

and process your Personal Information generated during your use of the Cloud Service Regarding how your

Personal Information will be collected and processed during your use of the Cloud Service, please carefully read

the End User License Agreement (“EULA”) The use of the Cloud Service will not be subject to the Privacy

Statement.

This Privacy Statement will help you understand the following:

I. How does SAP collect and use your Personal Information?

II. How does SAP use Cookie or other third-party similar tracking technologies?

III. Processing based on the legal bases other than “consent”.

IV. Why and how does SAP process your Sensitive Personal Information?

V. How does SAP share, transfer or disclose publicly your Personal Information?

VI. How does SAP protect your Personal Information?

VII. How can you exercise your Personal Information protection rights?

VIII. Processing Personal Information of children.

IX. Where is your Personal Information stored and how is it transferred cross-border?

X. How long does SAP store your Personal Information?

XI. How is this Privacy Statement updated?

XII. How may you contact SAP?

I. HOW DOES SAP COLLECT AND PROCESS YOUR PERSONAL

INFORMATION?

C4C may collect and process your Personal Information for the following purposes:

1. Authentication. When you log in on C4C, C4C collects your unique device identier, username ID and

related password information for user authentication purposes before permitting you to access C4C

services. If you do not provide such information, C4C cannot authenticate you and without authentication

you cannot access C4C services.

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2. Calendar. To use C4C features related to your calendar information (for instance, to merge your activities

for the day on C4C with your calendar information), you have to grant C4C access to your calendar on the

mobile device. You can choose not to grant C4C access to your calendar, in which case you will not be able

to use C4C features related to calendar information, but this does not aect your normal use of the other

C4C features. In addition, you can withdraw your consent at any time by turning o C4C’s access to your

calendar in the settings of your mobile device.

3. Geo-location. To use C4C features related to your geo-location on C4C (for instance, to verify your visit

to a physical store), you have to grant C4C access to the geo-location of your mobile device. Geo-location

information may be regarded as sensitive personal information. You can choose not to grant C4C access

to your geo-location information, in which case you will not be able to use C4C features related to geo-

location, but this does not aect your normal use of the other C4C features. In addition, you can withdraw

your consent at any time by turning o C4C’s access to your geo-location in the settings of your mobile

device.

4. Camera. To upload the attachments to the C4C backend cloud services, the camera may be used to take

photograph for these attachments. If C4C has no access to the camera, you cannot upload your scanned

images.

5. Photos and Media (Access to READ_EXTERNAL_STORAGE & WRITE_EXTERNAL_STORAGE). When you

upload images captured from your device or attachments stored in your device to C4C backend cloud

services, you have to grant access to READ_EXTERNAL_STORAGE and WRITE_EXTERNAL_STORAGE

permissions. This access is also required when you try to download images or attachments from the C4C

backend cloud services to your device. Additionally, while using the C4C when something goes wrong then

they are logged in the device storage and hence this access is required to write the logs to the device. You

can withdraw this access at any time by turning o C4C’s access to your media and storage in the settings

of your mobile device.

6. Logs and Android ID. While using the C4C, if anything goes wrong, then the C4C logs the issue to identify

the root cause. If you would like SAP’s support regarding the issue, you have the possibility to upload these

logs to the C4C backend cloud services and SAP may use these logs to analyze the root cause to provide

you with solutions. While uploading these logs to the C4C backend cloud services, to uniquely identify the

device to which the logs belong to, C4C collects your Android and associates your logs to it. C4C does not

use this Android ID for any purpose other than to uniquely identify the device to which the logs belong to.

7. Notication(Access to ACTION_BOOT_COMPLETED broadcast & No Self-Starting Behavior). The C4C

app triggers push notications to the user’s mobile device for approval tasks or when workow conditions

are met. But if the mobile device is switched o when these notications are being sent, upon restarting,

the app listens to the ACTION_BOOT_COMPLETED broadcast to ensure that these notications are not

lost and notify the user.

8. No collection of IMEI, MAC address, Software Installation List, Address book, and SMS. Except for the

above Personal Information collected by C4C, C4C does not collect any other personal information, such

as IMEI, MAC Address, Software Installation List, Address book and SMS.

II. HOW DOES SAP USE COOKIE OR OTHER THIRD-PARTY TRACKING

TECHNOLOGIES?

1. Cookies

To facilitate your access to the App, we will store a small data le call Cookie on your mobile device. The

Cookie usually contains an identier and some numbers and characters. By using the Cookie, the App can

temporarily store your Personal Information such as your log in information. We will not use the Cookie for

purposes other than those stated in this Privacy Statement. You may, based on your preferences, manage

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or delete the Cookie. Please refer to AboutCookies.org for more information. You may remove any or all the

cookies stored on your mobile device at any time.

2. Third-party codes or SDKs

To provide and optimize products and services, SAP may use third-party software development kits

(“SDKs”) in the C4C App. The SDKs may collect your following Personal Information when helping SAP

provide comprehensive services to you. SAP will take necessary measures to control the collection and use

of your Personal Information by such SDKs to eectively protect your Personal Information.

3. Photos & Camera

The SDK, “ZXing” shall access your camera to enable you to perform Barcode Scanning, after you give us

your consent to access your camera.

III. PROCESSING BASED ON THE LEGAL BASES OTHER THAN “CONSENT”

SAP is allowed by applicable laws to process your Personal Information based on several legal bases. You

acknowledge that SAP could process your Personal Information based on one of the following legal bases

without the need to obtain consent from you:

• the processing is necessary for entering into or performing a contract to which you are a party;

• compliance with legal duties and obligations to which SAP is subject;

• in response to public health incidents or to protect the vital interests of natural persons;

• for news reporting and media supervision for purpose of protecting public interest and within a reasonable

scope;

• the processing within a reasonable scope of Personal Information publicized by you to otherwise lawfully

made public; or

• other situations provided by applicable laws and regulations.

IV. WHY AND HOW SAP PROCESSES YOUR SENSITIVE PERSONAL

INFORMATION?

Sensitive Personal Information means any Personal Information that once leaked or illegally used, is likely to

cause harm to the personal dignity of the relevant natural person or potentially endangers the physical and

property safety of the individual, including biometric data, religious belief, special identity, medical/health data,

nancial account information and location tracking data, etc., and Personal Information of minors under the

age of 14.

Sensitive Personal Information is subject to additional protections or restrictions by applicable laws and

regulations. SAP will only process your Sensitive Personal Information allowed by and comply with the relevant

applicable laws and regulations.

For the following specic purposes, we need to process your Sensitive Personal Information, otherwise, these

purposes will not be achieved and may aect the rights and interests of yourself or other individuals.

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V. HOW DOES SAP PROVIDE YOUR PERSONAL INFORMATION TO THIRD

PARTIES AND DISCLOSE PUBLICLY YOUR PERSONAL INFORMATION?

1. Providing your Personal Information to Third Parties

Your Personal Information will be passed on to the following categories of third parties to process your

Personal Information:

• Companies within the SAP Group;

• Third party service providers, for example, for the fulllment and provisioning of services from SAP.

SAP may engage service providers (“Entrusted Parties”) to process your Personal Information on

behalf of SAP. For example, IT and communication service providers, cloud service providers, law

rms, accountants, auditors, consultants. These Entrusted Parties are obligated to keep your Personal

Information condential and may only use your Personal Information for the purposes described in

this Privacy Statement. SAP will require the Entrusted Parties to strictly abide by our measures and

requirements on Personal Information and privacy protection, including but not limited to processing

Personal Information according to the relevant agreement between the Entrusted Party and SAP.

2. Merger and Acquisition

In the event of a merger and acquisition, division, dissolution, or declaration of bankruptcy scenario,

involving the transfer of Personal Information, SAP will require the new company or organization holding

your Personal Information to observe this Privacy Statement, otherwise SAP will require such company or

organization to seek your consent again.

3. Public Disclosure

SAP will not disclose your Personal Information publicly except:

• Having obtained your explicit consent.

• Law-based disclosure: if required by applicable law, legal process, legal orders or in accordance with

mandatory requirements of a competent authority, SAP may disclose your Personal Information

accordingly.

VI. HOW DOES SAP PROTECT YOUR PERSONAL INFORMATION?

1. SAP has employed security measures complying with industry standards to protect the Personal

Information SAP collects via C4C, to prevent such Personal Information from unauthorized access,

public disclosure, use, modications, damage, or loss. SAP will adopt reasonable measures to protect

your Personal Information. For example, SAP has used a trusted protection mechanism to protect such

Personal Information from attacks and we deploy an access control mechanism to ensure only authorized

persons can access such Personal Information.

2. SAP may adopt reasonable measures to ensure irrelevant Personal Information is not collected. SAP only

keep your Personal Information within the minimum period required for fullling the purposes stated in this

Privacy Statement, unless an extension is required or permitted by applicable law.

3. SAP has put in place measures to protect your Personal Information from loss, misuse, and unauthorized

access. SAP will keep your Personal Information secure using reasonable security measures as

appropriate, for example, encryption (e.g., SSL) and anonymization. SAP use the protection mechanisms

oered by the mobile operating system inside the application's sandbox environment. Your Personal

Information is also protected by application-level encryption based on 256-bit Advanced Encryption

Standard (AES) or better method. Further, SAP may make available to your Company certain optional

security measures for managing the C4C which your Company can deploy at its end, for example,

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single-sign-on, multi-factor authentication and other mobile device management security features. SAP

will continue to improve the technical measures to protect your Personal Information collected by the C4C.

In the event of a Personal Information security breach, SAP will notify you as required by the applicable

laws and regulations. SAP will cooperate with your Company to notify the aected users and handle the

event. Personal Information security breaches by the Cloud Service are not subject to this Privacy Statement.

Personal information security breaches caused by the Cloud Service will be handled according to the privacy

statement of the Cloud Service.

VII. HOW CAN YOU EXERCISE YOUR RIGHT TO PROTECT PERSONAL

INFORMATION?

In accordance with applicable laws and regulations, you are guaranteed certain rights to your Personal

Information.

With respect to the Personal Information under our control, you may contact SAP at https://

support.sap.com/en/contact-us.html

should you have any questions or concerns regarding such Personal

Information. To the extent SAP has retained such information with an identier that can be connected to you,

you have the following rights.

1. Accessing or requesting a copy of your Personal Information

You have the right to access or request a copy of your Personal Information under our control, except

for the exceptions specied in applicable laws and regulations. If you wish to exercise the right to access

or request a copy of your Personal Information, you may contact SAP at https://support.sap.com/en/

contact-us.html .

If it does not incur a signicant cost or cause other signicant diculties for us, upon your written request,

SAP can also provide you with a copy of your Personal Information under our control (if any) that is

generated during your use of the C4C. If you wish to access such Personal Information, please contact us

at https://support.sap.com/en/contact-us.html .

2. Correcting your Personal Information

As the types of Personal Information that SAP collects is very limited, if you discover errors in your

Personal Information under SAP’s control, you have the right to require SAP to make the correction. You

may request a correction by contacting SAP at https://support.sap.com/en/contact-us.html .

3. Deleting your Personal Information

In the following cases, you may send a request to https://support.sap.com/en/contact-us.html to delete

your Personal Information under SAP’s control:

• If SAP’s behavior in processing your Personal Information violates applicable laws or regulations;

• If SAP’s behavior in processing your Personal Information violates our agreement with you;

• If you desist from the use of C4C or you cancel the account;

• If SAP desists from providing C4C to you, or the retention period has expired.

If you request for deletion, while the retention period provided by any law or administrative rules has

not expired, or it is dicult to realize the deletion of Personal Information technically, SAP will cease the

processing of Personal Information except for storing and taking necessary security protection measures

for such information.

If SAP agrees to your deletion request, SAP will also inform the entities which has obtained such Personal

Information from SAP to delete such Personal Information without delay, unless otherwise specied in laws

and regulations, or these entities have obtained your separate authorization.

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4. Right to Stop or Restrict

You can request SAP to stop or restrict your Personal Information from further processing in certain

circumstances.

5. Right to Object

You can request not to be subject to a decision based solely on automated processing.

6. Right to Withdraw Consent

Wherever SAP is processing your Personal Information based on your consent, you may at any time

withdraw your consent. After your withdrawal, you can log out of C4C at any time. Upon logging out of

C4C, C4C will not store or process any of your Personal Information on your mobile device. In case SAP is

required to retain your Personal Information for legal reasons your Personal Information will be restricted

from further processing and only retained for the term allowed by law. However, any withdrawal has no

eect on past processing of Personal Information by SAP up to the point in time of your withdrawal.

7. Canceling your Account

Please note that the C4C is used to allow you to access and use the Cloud Service through your mobile

device, You can log out of C4C at any time. Upon logging out of C4C, C4C will not store any of your Personal

Information on your mobile device. If you request to cancel your account on the Cloud Service, please

contact your Company to cancel it, because your Company controls the Cloud Service. Please note that

you will not be able to access and use the Cloud Service after the cancellation of your account.

8. Right to Lodge a Complaint

If you take the view that SAP is not processing your Personal Information in accordance with the

requirements in this Privacy Statement or under applicable data protection laws, you can at any time,

to the extent required by applicable law, lodge a complaint with competent data protection authority.

9. Responding to Your Above Requests

Please submit your request in writing. To ensure security, SAP may need to verify your identity before

processing your request. SAP will reply to your request within 15 working days after verication of

your identity. If you have any concerns, you may contact SAP at https://support.sap.com/en/contact-

us.html .

Generally, SAP will not charge fees to process any reasonable request. But if you submit the same request

frequently or your request exceeds a reasonable extent, SAP may charge a fee based on our processing costs

as SAP may reasonably determine. Where the requests are repeated without good reasons, or require too

many technical measures (e.g. a new system is needed or current practice will be changed fundamentally), or

put others’ legitimate rights and interests at risk or are very impractical (e.g. require a backup of the Personal

Information stored in the tape), SAP reserves the right reject such requests.

In the following cases, in accordance with applicable laws and regulations, SAP is unable to accommodate your

request:

1. Directly related to national security and national defense security;

2. Directly related to public security, public health, and major public interests;

3. Directly related to criminal investigation, prosecution, trial, and enforcement of judgements;

4. There is sucient evidence indicating that you have subjective malicious intentions or abuse your rights;

5. Responding to your request will cause serious damage to the legitimate rights and interests of the data

subject or other individuals or organizations;

6. Involving trade secrets.

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VIII. PROCESSING PERSONAL INFORMATION OF CHILDREN

The C4C and any related websites, products and services are intended for adults. We consider anyone less

than 14 years old a child. You represent and warrant that you are an adult and not a child and you will not

transmit Personal Information of any child through the C4C without the explicit consent of the child’s parents

or guardians. If SAP discover that SAP has collected Personal Information of children without veriable consent

of their parents or guardians, SAP will nd ways to delete such data as soon as possible.

IX. WHERE IS YOUR PERSONAL INFORMATION STORED AND HOW IS IT

TRANSFERRED CROSS-BORDER?

Your Personal Information will be stored within the data center where your tenant is hosted. However, as SAP

may provide products or services via servers and resources located worldwide, your Personal Information may

be transferred to jurisdictions outside your country. Such jurisdictions may have dierent data protection laws

or have no such laws. However, for your Personal Information under our control, SAP will ensure such Personal

Information will have no less protection than under the laws protecting Personal Information in your country.

X. HOW LONG DOES SAP STORE YOUR PERSONAL INFORMATION?

SAP only keeps your Personal Information within the necessary minimum period required for fullling the

purposes stated in this Privacy Statement, unless an extension is required or permitted by applicable law. Once

the retention period expires, personal data shall be deleted. Therefore, the right to access, the right to erasure,

the right to rectication and the right to data portability cannot be enforced after the expiration of the retention

period.

XI. HOW IS THIS PRIVACY STATEMENT UPDATED?

Our Privacy Statement may be updated from time to time.

XII. HOW MAY YOU CONTACT SAP?

If you have any question, comment or suggestion relating to this Privacy Statement, you can contact SAP at

https://support.sap.com/en/contact-us.html . Generally, SAP will strive to reply within 15 working days.

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Important Disclaimers and Legal Information

Hyperlinks

Some links are classied by an icon and/or a mouseover text. These links provide additional information.

About the icons:

• Links with the icon

: You are entering a Web site that is not hosted by SAP. By using such links, you agree (unless expressly stated otherwise in your

agreements with SAP) to this:

• The content of the linked-to site is not SAP documentation. You may not infer any product claims against SAP based on this information.

• SAP does not agree or disagree with the content on the linked-to site, nor does SAP warrant the availability and correctness. SAP shall not be liable for any

damages caused by the use of such content unless damages have been caused by SAP's gross negligence or willful misconduct.

• Links with the icon : You are leaving the documentation for that particular SAP product or service and are entering an SAP-hosted Web site. By using

such links, you agree that (unless expressly stated otherwise in your agreements with SAP) you may not infer any product claims against SAP based on this

information.

Videos Hosted on External Platforms

Some videos may point to third-party video hosting platforms. SAP cannot guarantee the future availability of videos stored on these platforms. Furthermore, any

advertisements or other content hosted on these platforms (for example, suggested videos or by navigating to other videos hosted on the same site), are not within

the control or responsibility of SAP.

Beta and Other Experimental Features

Experimental features are not part of the ocially delivered scope that SAP guarantees for future releases. This means that experimental features may be changed by

SAP at any time for any reason without notice. Experimental features are not for productive use. You may not demonstrate, test, examine, evaluate or otherwise use

the experimental features in a live operating environment or with data that has not been suciently backed up.

The purpose of experimental features is to get feedback early on, allowing customers and partners to inuence the future product accordingly. By providing your

feedback (e.g. in the SAP Community), you accept that intellectual property rights of the contributions or derivative works shall remain the exclusive property of SAP.

Example Code

Any software coding and/or code snippets are examples. They are not for productive use. The example code is only intended to better explain and visualize the syntax

and phrasing rules. SAP does not warrant the correctness and completeness of the example code. SAP shall not be liable for errors or damages caused by the use of

example code unless damages have been caused by SAP's gross negligence or willful misconduct.

Bias-Free Language

SAP supports a culture of diversity and inclusion. Whenever possible, we use unbiased language in our documentation to refer to people of all cultures, ethnicities,

genders, and abilities.

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www.sap.com/contactsap

No part of this publication may be reproduced or transmitted in any form

or for any purpose without the express permission of SAP SE or an SAP

aliate company. The information contained herein may be changed

without prior notice.

Some software products marketed by SAP SE and its distributors

contain proprietary software components of other software vendors.

National product specications may vary.

These materials are provided by SAP SE or an SAP aliate company for

informational purposes only, without representation or warranty of any

kind, and SAP or its aliated companies shall not be liable for errors or

omissions with respect to the materials. The only warranties for SAP or

SAP aliate company products and services are those that are set forth

in the express warranty statements accompanying such products and

services, if any. Nothing herein should be construed as constituting an

additional warranty.

SAP and other SAP products and services mentioned herein as well as

their respective logos are trademarks or registered trademarks of SAP

SE (or an SAP aliate company) in Germany and other countries. All

other product and service names mentioned are the trademarks of their

respective companies.

Please see https://www.sap.com/about/legal/trademark.html for

additional trademark information and notices.

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