Configuring Relationship Intelligence

SAP Sales Cloud uses Relationship Intelligence to learn who knows who in your organization and uncover the hidden relationships. This helps accelerate your business development with improved client care and supercharge your CRM application by gaining deeper insights into the level of engagement with your external customers.

Benefits of Relationship Intelligence

Uncover Hidden Relationships: Accelerate business development by uncovering hidden relationships.

Strengthen Relationships: Enable sales reps to strengthen their relationships with key contacts.

Warm introductions: Enable sales reps to expand their network easily with warm introductions.

Maintain Relationships: Never lose focus on key clients by following relationship recommendations.

Relationship Intelligence uses the following data for an account:

• Who are the contacts known to you for a particular account, and how well do you know them?
• Who are your colleagues with the best relationship to those contacts?
• What e-mail and calendar activities have been exchanged between you and this external account?

Relationship Intelligence uses the following data for a contact:

• Who are the colleagues with the strongest relationship to this contact?
• Do you have additional relationships at this contact's account?
• What e-mail and calendar activities have been exchanged between you and this external contact?

Relationship Intelligence automatically constructs a smart network map of your organization's relationships. It connects to your Office365 email server, identifying and measuring the strength of relationships, or "Hugrank."

Hugrank quantifies the strength of a relationship between contacts, accounts, employees, and other connections within Relationship Intelligence.

You can access this information through the Relationship Intelligence facet on:

• 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 is indicated in green, orange, and red.

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

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

The service reads the email and calendar information from the customer's Office365 email server via the Microsoft Graph API and sends the data as a message to the relationship intelligence service to derive Relationship Intelligence engagement insights.

More information can be found in the Solution Guide for all Connector Services and fields that the connector service has access:

Additional prerequisites for Microsoft Azure and FAQs can be found here:

The following are the limitations of Relationship Intelligence:

• Integrates with Office365 only. No support for Gmail or Microsoft Exchange versions of Outlook.
• Not compatible with the SAP EU Access Service (a service element that restricts remote data access and data storage to the European Union (EU), European Economic Area (EEA), and Switzerland only).
• Not compatible with Internet Explorer, Safari, or nonchromium versions of Edge. Also, note that Sales Cloud supports nonchromium versions of Edge. However, Relationship Intelligence doesn't.
• No right-to-left (RTL) support.

In SAP Sales Cloud v2, an administrator will take the following steps to configure the server connection in Relationship Intelligence:

1. Create server connection
2. Maintain server connection details
3. Optionally maintain calendar synchronization
4. Maintain distribution list

1 - Create server connection

Establish a connection to your Office365 e-mail server by

• Registering your application in your Microsoft Azure Portal
• Maintaining it within the server connection configuration

Procedure to configure Server Connection:

1. Navigate to All Settings Relationship Intelligence Administration → Server Connection
2. Select + Create icon to set up a new connection.
3. Enter the Application ID and the Server Tenant ID. Browse and upload the certificate file(in .pfx format), and also enter the certificate password. You can also enter a custom label as a name for this connection.
4. Enter the name of the distribution list in the Group Name field in the Group section. Only the e-mail addresses specified in the distribution lists are monitored.
5. Save the connection. Once the connection is saved and the connection is established (verify this connection by the green tick on the server connection list), the application begins monitoring the e-mail communication.

You can test the connection at the server connection configuration to ensure connectivity is successful.

2 - Maintain Server Connection details

As an administrator, you must enter the following values for the connector service to make a connection through authentication.

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

Ensure you have registered your application in the Microsoft Azure portal with all the prerequisites:

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

3 - Maintain Optional Calendar Synchronization

Choose whether to sync calendar data or not. E-mail data is synced by default. Make sure that calendar data is switched on.

4 - Maintain Distribution List

Use Microsoft 365 as the Group Type over the classic distribution list. Ensure that the e-mail address of the distribution list/group and the users within the distribution list/group have the same domain name you used while registering the application.

• Enter the distribution lists or groups you would like Relationship Intelligence to monitor.
• All e-mail addresses assigned to those groups will be read to construct the relationship network.

As an administrator, you must set the internal domain to identify the colleagues in an organization so they won't be confused with contacts.

To add Internal Domains: Navigate to All Settings → Relationship Intelligence Administration → Internal Domains.

Enter your internal domains. It's possible to set more than one internal domain. Until an internal domain is specified, the Relationship Intelligence won't initiate the sync.

It is required to allow the system to identify your colleagues.

The administrator can manage relationship intelligence by specifying allowed or blocked domains. Additionally, individual email addresses can be added to the blocklist. When a domain or individual address is blocklisted:

• Existing data related to the entry will be deleted from the system.
• Future data related to the entry will not be processed.

Note the following regarding the allowlist and blocklist:

• Activating an entry on the blocklist will void the allowlist.
• Conversely, adding entries to the allowlist will void the blocklist.
• Only one list (allowlist or blocklist) can be active in the system at a time.

Blocklist:

The system defaults to Blocklist settings. Domains or individuals on the blocklist are not processed by relationship intelligence. Existing data related to the blocked domains or individuals will be permanently removed. You will not be allowed to switch between Allowlist and Blocklist once you have maintained domains/individual data.

When you choose the Allowlist radio button, there is a pop-up warning. This warning notes, "Select the correct restriction type before entering the domains/individual addresses. You cannot change the restriction type after maintaining the domain/individual addresses."

Allowlist:

When the Restriction type is Allowlist, relationship intelligence will only process these domains maintained here. Any domain that is not maintained here will be ignored for processing.

Administrators can hide any contacts, colleagues, or domains from 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 so that an up-to-date view of each domain or individual is available if the individual or domain is made visible again.

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

The administrator can get valuable insights into usage behaviors, enhancing the understanding of how relationships and activities evolve over time.

In order to view Relationship Intelligence Metrics, navigate to your 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 added) created for last one year and overall. This graph provides 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 provides a view of trend of total emails and appointments for last one year and overall.

The sales representative uses the My Network workcenter to access the data visualizations produced by Relationship Intelligence.

Key Capabilities

• Relationship Engagement Insights: Discover insights such as relationship scores, trend graphs, activity timelines, etc., for external accounts, contacts, and related opportunities.
• Top Connected Colleagues: Provides insights on top-connected colleagues for a warm introduction to an account or a contact.
• Relationship Recommendation: Guides superior relationships by providing recommendations on fading and trending contacts and accounts.
• Contacts and Account proposal: Identifies and proposes accounts and contacts that are not in SAP Sales Cloud.

1. Recommendation Card: Review the recommendation cards on fading and trending accounts and contacts
2. Network Filter: Filter your network by type of interaction, date of last interaction, whether the contact or account exists in SAP Sales Cloud or not, relationship score range (Hugrank).
3. Account List: Automatically generated list of accounts interacted
4. Search: Search for accounts.
5. Hugrank: Hugrank for the accounts indicating relationship strength.

1. Hugrank Trend: Shows how the Hugrank has varied over time for a given Network Account or Network Contact.
2. Activities Engagement: Shows a summary of the activities relevant to the Engagement with a given Network Account or Network Contact.

1. Connected Contacts
   • For a given account/contact, list of connected contacts is available.
   • For each contact, the hugrank and last interaction is available.
2. Search and Filter Options
   • Search the contacts from the list.
   • Filter by score, date range, or in system.

1. Connected Colleagues
   • List of Top connected colleagues with the Account or contact.
   • For each colleague (employee) connected with the account, the hugrank and last interaction with the account is available.
2. Search and Filter Options
   • Search the colleagues from the list.
   • Filter by score and date range.

1. Activities

   For a given account/contact list of activities (e-mail and meetings) is visible here.

2. Search and Filter Options
   • Search the activities from the list.
   • Filter by activity type (e-mail/meeting) or date.

3. Activity Details

   For every activity, only to/from and participant information are available.

Recommendation Card: Review the recommendation cards on fading and trending accounts and contacts

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

Contact List: Automatically generated list of accounts and contacts interacted

Search: Search for contacts.

Hugrank: Hugrank for the contacts indicating relationship strength.

The Network Contact Quickview shows the same visualizations that were shown in the Network Account Quickview.