Setting up 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.

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've additional relationships at this contact's account?
• What e-mail and calendar activities have been exchanged between you and this external contact?

Relationship Intelligence is designed to build an intelligent network of who knows who in your organization. This network is achieved by connecting to your Office365 e-mail server with all the known relationships along with a measurement of relationship strength or "Hugrank."

Hugrank indicates the strength of a relationship. Hugrank is calculated for contacts, accounts, employees, and relationships that are available in Relationship Intelligence.

This information is available as Relationship Intelligence facet on your account records, contact records, opportunities, and also in the My Network work center view.

Mailbox has been available 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, hugrank is calculated on a relative index.

Hug rank 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:

https://help.sap.com/doc/300d71dc3d2141fb8941453f95b85541/CSS_SHIP/en-US/CX_NG_CSS_SalesSolGuide.pdf

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

https://help.sap.com/docs/CX_NG_SALES/ea5ff8b9460a43cb8765a3c07d3421fe/5080dd632e6c497daa550d6f628d4a4c.html?locale=en-US&q=relationship%20intelligence

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.
• Data Centers are available only in Europe, North America, and Sydney.

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:

Navigate to All Settings Relationship Intelligence Administration → Server Connection

1. Select + Create icon to set up a new connection.
2. 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.
3. 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.
4. 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.

Important Note:

• The server connection list also displays the timestamp of the last e-mail sync and the last calendar sync.
• Once a connection is saved, the Application ID, Tenant ID, Certificate, and Certificate Password won't be visible and must be re-entered if you make any changes to the connection in the future. For example, adding a new DL.
• To connect and access the components through the Microsoft Exchange server, use the Microsoft Graph SDKs as Rest APIs.

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, tenant ID, certificate, and 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 Sync

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.

1. 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.

2. 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.

Once you add the internal domain, you can choose domains that you want to allow or block from relationship intelligence. You can also add individual addresses to the blocklist. Data of the domain or individual added to the blocklist will be deleted from the system and the system will not process any future data.

Once an entry is made on the blocklist, the allowlist is void. And the same with the allowlist. If entries are made in the allowlist, the blocklist is void. Once one list is active in the system.

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: You are allowed to make selection only once. Before maintaining the domains/individual data please ensure you have selected the correct restriction type Allowlist or Blocklist. Once maintained you will not be allowed to switch.

Allowlist:

When the Restriction type is Allowlist, relationship intelligence will only process these domains maintained here. Any domain that is not maintained here is not processed inside the relationship Intelligence.

Important Note:

If the Restriction type is switched to Blocklist then Allowlist is not considered.

To configure domain restrictions:

Navigate to All Settings → Relationship → Intelligence Administration → Allowlist / Blocklist .

1. Add domains or individual addresses to the allowlist or the blocklist.
   • To add domains to the allowlist, download the template, update the domain values, and import the list.
   • To add domains or individual addresses to the blocklist, add the domains and the individual addresses.
2. Save your changes.

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.

Navigate to All Settings → Relationship Intelligence Administration → Invisibility.

1. Click the Add icon (+) on the Domain tab or Individuals tab to add a domain or an individual.
2. Enter the domain name or the individual's e-mail address.
3. Save your changes.

The sales representative uses the my network work center 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. Account and Contact List Automatically generated list of accounts and contacts interacted
2. Recommendation Card Review the recommendation cards on fading and trending accounts and contacts
3. Search Search for accounts or contacts.
4. 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 strength (Hugrank).
5. Hugrank Hugrank for the accounts indicating relationship strength.

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.

1. My Interactions
   • Apply "My Interactions" filter to review the list of accounts and contacts with whom you have a relationship.
   • The hugrank and last interaction of the account/contact are specific to your interactions.
2. Private

   By flagging a contact private, you can make your interactions with the contact private and not available to other users in SAP Sales Cloud.

My Interactions Quick view

Review contacts, colleagues, and activities tab to review the insights specific to my interactions.

Contact Recommendation

Proposal to add frequently interacted e-mail address as a contact.

Account Recommendation

Proposal to add frequently interacted domain as an account.

Activity Recommendation

Proposal to add contact fading contacts by appointments.

The sales representative logs in and navigates to their My Network work center. This shows all accounts in their network, the last interaction with them if they are in the system and the hug score. The sales representative would like to explore the relationship network with Yahoo.com, so they choose Yahoo.

An account opens the network account pane on the right side of the screen. This explores the relationship more deeply.

There are four tabs:

• Summary
• Contacts
• Colleagues
• Activities

The Summary tab shows the hugrank Trend and the latest e-mail timelines.

The Contacts tab in the network account pane shows all Contacts with the account and their hugrank score.

The Activities tab shows all activities with the account in the past. You can filter by e-mail or appointments if needed.

Guided Selling

• Relationship Intelligence insights (hugrank and last interaction) are part of the contacts card.
• All interaction network quick view can be launched from the Contact card.

Top connected contact

For every contact you can see the top connected colleague along with their hugrank and last interaction with the contact.

When a Sales Representative creates a sales document using an account and relationship intelligence is enabled, the hugrank Trend data and all relationship insights are copied into the sales document. In this example, the sales representative opened an opportunity, navigated to that account's contact person, and clicked the Relationship Intelligence icon. The same relationship network data appears as is listed in the account data.

The sales representative can navigate to the colleagues tab to see any colleagues involved with that account and the hugrank score of the relationship. Here we see the colleague, Adrian, does not have a very reliable hugscore with Yahoo.

The activities listed will show all appointments and e-mails that have been placed with the account and the representatives who scheduled the activities.

1. Invitees Card
   • The hugrank of every appointment invitee is available.
   • All interaction Network quick view can be launched from the invitee card.
2. Relationship Insights

   Relationship Insights on account, top connected colleagues, and contact are available.