Configuring Relationship Intelligence

Relationship Intelligence views who-knows-who in the organization and uncovers hidden relationships. It helps accelerate business development through improved client care and supercharges the CRM application by offering deeper insights into engagement with external customers.

Benefits of Relationship Intelligence

• Uncover Hidden Relationships: It accelerates business development by uncovering hidden relationships.
• Strengthen Relationships: It enables sales representatives to strengthen their relationships with key contacts.
• Warm introductions: It enables sales representatives to expand their network easily with warm introductions.
• Keep Relationships: It never loses focus on key clients by following relationship recommendations.

Relationship Intelligence uses the following data for an account:

• Which contacts do you know for a particular account, and how well do you know them?
• Who are your colleagues with the best relationship to those contacts?
• What email and calendar activities did you exchange with this external account?

The Relationship Intelligence uses the following data for a contact:

• Who are the colleagues with the strongest relationship to this contact?
• Do you have extra relationships at this contact's account?
• What email and calendar activities did you exchange with this external contact?

The Relationship Intelligence automatically builds a smart network map of the organization's relationships. It connects to the Office 365 email server to identify and measure the strength of relationships, or "Hugrank."

Hugrank quantifies the strength of relationships among contacts, accounts, employees, and other connections in Relationship Intelligence.

Access this information through the Relationship Intelligence aspect.

• Account records
• Contact records
• Opportunities
• My Network work center view

Data Availability:

• Emails: Past 365 days.
• Calendar events: Past 120 days and upcoming 260 days.

Hugrank shows in green, orange, and red.

• Green (70 to 100) is a good engagement.
• Orange (40 to 69) is the average engagement.
• Red (0 to 39) is a poor engagement.

The Relationship Intelligence Service integrates the Customer's email server with SAP Sales Cloud through the Graph API.

The service reads the email and calendar information from the customer's Office 365 email server through the Microsoft Graph API. It sends the data as a message to the relationship intelligence service to derive Relationship Intelligence engagement insights.

• Relationship Intelligence integrates only with Office 365. It doesn’t support Gmail or any version of Microsoft Exchange or Outlook.
• It isn’t compatible with the SAP EU Access Service, which limits remote data access and storage to the European Union (EU), European Economic Area (EEA), and Switzerland.
• It doesn’t work with internet Explorer, Safari, or non-Chromium versions of Microsoft Edge. While Sales Cloud supports non-Chromium versions of Edge, Relationship Intelligence doesn’t.
• It lacks support for right-to-left (RTL) languages.

The administrator follows these steps to configure the server connection in the Relationship Intelligence:

1. Create the server connection.
2. Keep the server connection details.
3. Keep the calendar synchronization (Optional).
4. Keep the distribution list.

1. Create a Server Connection

Establish a connection with the Office 365 email server by:

• Registering the application in the Microsoft Azure Portal.
• Keeping it within the server connection configuration.

Steps to configure the Server Connection:

1. Navigate to All Settings→Relationship Intelligence Administration→Server Connection.
2. Select the plus (+) icon and set up a new connection.
3. Enter the Application ID and the Server Tenant ID. Browse to and upload the certificate file (in .pfx format), then enter the certificate password. Also, enter a custom label for this connection.
4. Enter the name of the distribution list in the Group Name field in the Group section. The system only monitors the email addresses specified in the distribution lists.
5. Save the connection. Once the system saves and gives the connection (verify it with the green tick in the server connection list), the application begins monitoring email communication.
6. Test the connection at the server connection configuration and guarantee that the connectivity is successful.

2. Keep the Server Connection Details

Enter the following values for the connector service to make a connection through authentication.

Create a new server connection. Update the Application ID, Server Tenant ID, upload the Certificate file, and inform the Certificate password of your application registered in the Azure portal. Include a Name for the connection.

Make sure you registered the application in the Microsoft Azure portal with all the prerequisites:

• Application ID
• Server Tenant ID
• Certificate File
• Certificate Key/Password

3. Keep the Calendar Synchronization as Optional

Choose whether to sync the calendar data. The system syncs the email data by default. Make sure the system switches on the calendar data.

4. Keep Distribution List

Use Microsoft 365 as the Group Type over the classic distribution list. Make sure the email address of the distribution list/group and the users within it use the same domain name you used when registering the application.

• Enter the distribution lists or groups you want to monitor for the Relationship Intelligence.
• The system will read all email addresses assigned to those groups to build the relationship network.

Set the internal domain and identify colleagues in the organization, so the system doesn’t confuse them with contacts.

To add Internal Domains:

1. Navigate to All Settings → Relationship Intelligence Administration → Internal Domains.

2. Enter the internal domains. It's possible to set more than one internal domain. Until the system specifies an internal domain, the Relationship Intelligence doesn’t start the sync.

Allow the system to identify your colleagues.

The administrator manages the Relationship Intelligence by specifying allowed or blocked domains. Also, the system adds the individual email addresses to the Blocklist. When the system blocklists a domain or individual address:

• The system deletes the existing data related to the entry.
• The system doesn’t process the future data related to the entry.

Check the following from the Allowlist and Blocklist:

• Activating an entry on the Blocklist gaps the Allowlist.
• Conversely, adding entries to the Allowlist gaps the Blocklist.
• The system activates only one list (Allowlist or Blocklist) at a time.

Blocklist:

The system defaults to Blocklist settings. The system doesn’t process domains or individuals on the Blocklist by Relationship Intelligence, and it permanently removes the existing data related to the blocked domains or individuals. You can’t switch between Allowlist and Blocklist once you added the domains/individual data.

When you select the Allowlist radio button, a pop-up warning shows, which mentions, "Select the correct restriction type before entering the domains/individual addresses. You can’t change the restriction type after keeping the domain/individual addresses."

Allowlist:

When the Restriction type is Allowlist, the Relationship Intelligence processes only the domains listed here. The system ignores any domain that you don’t keep during processing.

Administrators hide contacts, colleagues, or domains from the Relationship Intelligence.

You can't access the data of the individual or domain added to the list. However, the system continues to process the data. An up-to-date view of each domain or individual is available if the individual or domain is visible again.

1. Navigate to All Settings→Relationship Intelligence Administration→Invisibility.
2. Click the plus icon (+) on the Domain tab or Individuals tab and add a domain or an individual.
3. Enter the domain name or the individual's email address.
4. Save changes.

The administrator gets valuable insights into behaviors and understands how relationships and activities evolve.

To view Relationship Intelligence Metrics, navigate to Settings→All Settings→Relationship Intelligence Administration→Relationship Intelligence Metrics. The Relationship Intelligence Metrics screen shows the following KPI graphs:

1. New Relationships: View new relationships (contacts and accounts) created over the last year and overall. This graph offers a comprehensive overview of the number of new contacts and accounts identified and added as business partner records from relationship intelligence.
2. Activities: View insights into the number of activities exchanged within the system. This graph shows the trend in total emails and appointments over the last year and overall.

The sales representative uses the My Network work center to access the data visualizations made by Relationship Intelligence.

Key Features

• Relationship Engagement Insights: It explores insights such as relationship scores, trend graphs, activity timelines, and more. Also, it includes external accounts, contacts, and related opportunities.
• Key Connected Colleagues: It offers insights on key-connected colleagues for a warm introduction to an account or a contact.
• Relationship Recommendation: It guides management relationships by offering recommendations on fading and trending contacts and accounts.
• Contacts and Account proposal: It identifies and proposes accounts and contacts that aren’t in the SAP Sales Cloud.

1. Recommendation Card: It reviews the recommendation cards for fading and trending accounts and contacts.
2. Network Filter: It filters the network by type of interaction and date of last interaction, whether the contact or account exists in SAP Sales Cloud or not, and relationship score range (Hugrank).
3. Account List: It automatically generates the list of accounts the user interacted with.
4. Search: It searches for accounts.
5. Hugrank: Hugrank for the accounts indicating the relationship strength.

1. Hugrank Trend: It shows how the Hugrank changes over time for the Network Account or Network Contact.
2. Activities Engagement: It shows the activities summary relevant to the Engagement for the Network Account or Network Contact.

1. Connected Contacts
   • The list of connected contacts is available for an account or a contact.
   • The Hugrank and last interaction are available for each contact.
2. Search and Filter Options
   • Search the contacts from the list.
   • Filter by score, date range, or in system.

1. Colleagues
   • List of key connected colleagues with the Account or contact.
   • The Hugrank and last interaction with the account are available for each colleague (employee) connected with the account.
2. Search and Filter Options
   • Search for colleagues from the list.
   • Filter by score and date range.

1. Activities

   It’s visible for an account or contact list of activities, such as emails and meetings.

2. Search and Filter Options
   • Search the activities from the list.
   • Filter by activity type (email/meeting) or date.
3. Activity Details

   Only the to/from and participant information is available for every activity.

Recommendation Card: It reviews the recommendation cards for fading, trending accounts, and contacts.

Network Filter: It filters the network by type and date of the last interaction, whether the contact or account exists in the SAP Sales Cloud or not, and the relationship score range (Hugrank).

Contact List: It automatically generates a list of accounts and contacts interacted with.

Search: It searches for contacts.

Hugrank: The Hugrank for the contacts indicates the relationship strength.