Engaging with Relationship Intelligence

SAP Sales Cloud Version 2 uses Relationship Intelligence to see who-knows-who in your organization and uncover hidden relationships. It helps accelerate business development through improved customer interaction and supercharges the CRM application by providing deeper insights into customer engagement.

Benefits of Relationship Intelligence

• Uncover Hidden Relationships: Accelerate business development by uncovering hidden relationships.
• Strengthen Relationships: Enable sales representatives to strengthen their relationships with key contacts.
• Warm introductions: Enable sales representatives to expand their network easily with warm introductions.
• Keep Relationships: Never lose focus on key clients by following relationship recommendations.

Relationship Intelligence builds an intelligent network of who-knows-who in the organization. The system builds this network by connecting to your Office 365 email server and identifying all known relationships, along with a measure of relationship strength, or "Hugrank."

Hugrank indicates the strength of a relationship. The system calculates the Hugrank for contacts, accounts, employees, and relationships in Relationship Intelligence.

This information is available in the Relationship Intelligence facet for your account records, contact records, opportunities, and in the My Network work center view. Hugrank shows in green, orange, and red.

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

The Relationship Intelligence considers the following interactions:

• Available mailbox for the past 365 days.
• Calendar events are available for the past 120 days and for the upcoming 260 days.
• Based on the recency and frequency of e-mail and calendar exchanges, the system calculates the Hugrank on a relative index.

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

Key Features

• Relationship Engagement Insights: It discovers relationship scores, trend graphs, activity timelines, and more for external accounts, contacts, and related opportunities.
• Top Connected Colleagues: It offers insights on top-connected colleagues to warm-introduce an account or contact.
• Relationship Recommendation: It guides superior relationships by offering recommendations on fading and trending contacts and accounts.
• Contacts and Account Proposal: It identifies and proposes accounts and contacts that are not in SAP Sales Cloud.

1. Account and Contact List: Automatically generated list of accounts and contacts interacted with.
2. Recommendation Card: Review the recommendation cards on fading and trending accounts and contacts.
3. Network Filter: Filter your network by interaction type, last interaction date, whether the contact or account exists in SAP Sales Cloud, and relationship strength (Hugrank).
4. Search: Search for accounts or contacts.
5. Hugrank: Hugrank for the accounts indicating the relationship strength.

• Hugrank Trend: It depicts the trend of the Hugrank score over time.
• Activities Engagement: It offers a summary of all interactions of type emails and meetings.

Connected Contacts

• For a given account/contact, a list of connected contacts is available.
• For each contact, the Hugrank and last interaction are available.

Search and Filter Options

• Search the contacts from the list.
• Filter by score, date range, or in system.

Connected Colleagues

• List of Top connected colleagues with the Account or contact.
• For each colleague (employee) connected with the account, the Hugrank and the last interaction with the account are available.

Search and Filter Options

• Search for colleagues from the list.
• Filter by score, date range, or in system.

Search and Filter Options

• Search the activities from the list.
• Filter by activity type (email/meeting) or date.

Activity Details

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

• Contact Recommendation: Proposal to add a frequently interacted e-mail address as a contact.
• Account Recommendation: Proposal to add a frequently interacted domain as an account.
• Activity Recommendation: Proposal to add contact fading contacts by appointments.

By flagging a contact as private, you make interactions with that private contact and unavailable to other users in SAP Sales Cloud Version 2.

When a sales representative creates a sales document for an account, the system enables relationship intelligence, copies the Hugrank trend data, and adds all relationship insights to the sales document. In this example, the sales representative opens an Opportunity, navigates to the account's contact person, and clicks on the Relationship Intelligence icon. The same relationship network data appears as listed in the account data.

Invitees Card

• The Hugrank for every appointment invitee is available.
• Launch the "All Interaction Network" quick view from the invitee card.

Relationship Insights

Relationship Insights for the account, top connected colleagues, and contacts are available.

The following are the limitations of Relationship Intelligence:

• Integration: It integrates only with Office 365 and doesn’t support Gmail or any versions of Outlook that use Microsoft Exchange.
• Compatibility: It’s incompatible with the SAP EU Access Service, which restricts remote data access and storage within the European Union (EU), the European Economic Area (EEA), and Switzerland.
• Browser Support: It doesn’t support internet Explorer, Safari, or non-Chromium versions of Edge. It’s important to note that while SAP Sales Cloud does support non-Chromium versions of Edge, Relationship Intelligence doesn’t.
• Text Direction: There’s no support for right-to-left (RTL) text.
• Data Centers: Relationship Intelligence data centers are available only in Europe, North America, and Sydney.