Understanding Relationship Intelligence

In SAP Sales Cloud Version 2 uses Relationship Intelligence to learn who knows who in your organization and uncover the hidden relationships. This helps accelerate your business development with improved customer interaction and supercharge your CRM application by gaining deeper insights into the level of engagement with your 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 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. 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 considers the following interactions

• 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.

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. 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).
4. Search: Search for accounts or contacts.
5. Hugrank:  Hugrank for the accounts indicating relationship strength.

• Hugrank Trend : Depicts the trend of Hugrank score over a period of time.
• Activities Engagement: Provides summary of all interactions of type emails and meeting

Connected Contacts

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

Search and Filter Options

• Search the 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 (e-mail/meeting) or date.

Activity Details

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

• 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.

By flagging a contact private, you can make your interactions with the contact private and not available to other users in SAP Sales Cloud Version2.

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.

Invitees Card

• The hugrank of every appointment invitee is available.
• All interaction Network quick view can be launched from the invitee card.

Relationship Insights

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

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.