Mobile Sap

PUBLIC
SAP Cloud for Customer

Document Version: CLOUD – 2022-06-28
SAP Cloud for Customer Mobile Apps

© 2022 SAP SE or an SAP affiliate company. All rights reserved.
THE BEST RUN

Content
1 About Mobile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2 Extended Apps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
2.1 Mobile Device Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Minimum Network Requirements for Mobile Devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Mobile Device Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
SAP Cloud for Customer Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2.2 Features Supported by Platform. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
2.3 Download and Install App. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Single Sign-on. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Proxy Settings in Android. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Proxy Settings in Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.4 Mobile App Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.5 Emergency Corrections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2.6 What's Supported and What's Not. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
2.7 Offline Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
Offline Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
2.8 Offline Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Sales Orders Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Sales Quotes Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Visits Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Activities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Promotions Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Collections Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Opportunities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Accounts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91
Contacts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Leads Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
2.9 Settings, Security, and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Advanced Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Mobile Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Smartphone Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Working with Android Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

2 PUBLIC Content
Managed App Configuration support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Defining External iOS/Android/ Windows App Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . .143
Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145
Report an Incident. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Impact of Network Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
In-App Auto Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
App Version Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
2.10 How-to's. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Export to Microsoft Excel for Android (Samsung tablet) and iPad . . . . . . . . . . . . . . . . . . . . . . . 150
Upload Files from iCloud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Work with Attachments in Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Work With Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Open URLs in the App Instead of the Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Action Buttons in Push Notification not Working. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Set-up Face ID in iOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Receive Push Notification for Workflow Rules( iOS and Android). . . . . . . . . . . . . . . . . . . . . . . . 155
Upload a Large Number of Images as Attachments (iOS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Use One-Click Dial-in for Phone Links With Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Upload Multiple Photo Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .156
Calling and Messaging from Various Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
2.11 Conversational Sales Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Scope and Configure Sales Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Content PUBLIC 3
1 About Mobile Options
Learn how to use the solution features and capabilities on the go, on mobile devices.
Each of the categories of devices are described for you choose from the respective stores. The different mobile
product offerings are:
● SAP Cloud for Customer for iPad

● SAP Cloud for Customer for Android
● SAP Cloud for Customer for Windows Tablet
● SAP Sales Cloud(iOS)
● SAP Sales Cloud(Android)
 Note
For a business user to use SAP Cloud for Customer mobile version, they must have a valid license of the
solution and login credentials. As an administrator, you will need to enable mobile services as the data and
business processes available on the app, depend on the business user's role in the back-end system.
Mobile edition leverages responsive UI technology to provide the same experience across different devices and
platforms. You can access the main functions of the solution anytime, anywhere and on any device. You enjoy
the same feature function level across platforms and devices, including access to device capabilities with
minimal configuration and mobile-only effort.
You can also work in the offline mode to add, modify, or delete items. All changes made on your device are
either queued or automatically updated in the system over the Internet in real time.
SAP Cloud for Customer provides you with instant access to the solution data from a phone or tablet. Here are
some of the reasons to consider the app.
● Mobile edition is included with the solution license.

● Plug-and-play app that just requires download from the App Store and you are ready to go.
● Offline capability to add, modify, or delete items in offline mode, that are saved locally and synchronized,
when you connect to the network.
● Compact, configurable layout of content and the intuitive user experience.
● Easy drilldown into data points or document to gain a 360 degree view.
● Integrated device functions with the ability to access native capabilities such as camera for scanning
business cards and bar codes on the fly.

4 PUBLIC About Mobile Options
2 Extended Apps
Graphical navigation for SAP Cloud for Customer mobile apps.
● Features Supported by Platform [page 8]

● Mobile Device Requirements [page 6]
● Download and Install App [page 10]
● What's Supported and What's Not [page 15]
● Offline Mode [page 24]
● Offline Features [page 41]
● Settings, Security, and Support [page 132]
● How-to's [page 150]

Extended Apps PUBLIC 5
2.1 Mobile Device Requirements
Minimum requirements for SAP Cloud for Customer mobile applications.
2.1.1 Minimum Network Requirements for Mobile Devices

Minimum bandwidth requirements for mobile devices using SAP Cloud for Customer apps.
● Upstream: 2 mbps
● Downstream: 2 mbps
● Latency: 200ms or better
A Wi-Fi or cellular network connection is required to communicate with SAP Cloud for Customer servers. For
Wi-Fi, minimum bandwidth requirements are listed above. For cellular connections, a 3G network or faster is
required. For the best performance, we recommend using Wi-Fi or LTE.
2.1.2 Mobile Device Performance

Performance specification and processor recommendations.
SAP tests the supported and recommended devices. Recommended devices provide better performance and
usability. Devices with similar or better specifications than the recommended devices should be compatible,
but are not tested by SAP.
For the supported and recommended devices, Intel Core M microprocessors are not recommended because
sufficient performance cannot be guaranteed.
2.1.3 SAP Cloud for Customer Applications

Supported and recommended device and operating system requirements for using SAP Cloud for Customer
apps.
 Restriction
The Surface Pro tablet is recognized as a desktop computer by the SAP Cloud for Customer app.
To provide a better experience in the solution, the user interface is slightly different on tablets than on
desktop devices. For example: editing formatted text happens inline on desktops and in a full screen pop-up
window on tablets.
The solution checks various browser properties plus the width of the device screen to recognize tablets.
Browser properties on the Surface Pro tablet appear the same as a Windows 10 desktop device, and the
display width of Surface Pro tablet is greater than 1024 pixels. This width is considered large enough to be a
desktop display by SAP user interface standards. For these reasons, the Surface Pro is recognized as a
desktop device and any tablet-specific user interface elements aren’t available.

6 PUBLIC Extended Apps
Tablet Device Requirements (Effective End of Jan 2021)
Minimum Hard
Supported Oper Recommended Supported Device ware Specifica
Device ating System Device Model Model tion End of Support
Apple iPad iPadOS 14.8.1 Apple iPad 8th Apple iPad 6th 2 GB RAM, 2.34 Hz September 2022
through iPadOS 15 Gen Gen and above quad-core, 64-bit (iPad 6th Gen)
CPU, 64 GB HD
Android Tablet Android 9.0, 10 Samsung Galaxy Samsung Galaxy 6 GB RAM, Octa August 2022
and 11 Tab S6 Tab S6 and above Core (2.84 GHz (Samsung Galaxy
+ 2.41 GHz Tri Tab S6)
+ 1.78 GHz Quad)
CPU, 64 GB HD
Microsoft Windows Microsoft Windows Surface Pro 7 Surface Pro 5 and 8 GB RAM, Dual January 2023
Tablet 10, version 1703 or above Core Intel i5 CPU (Surface Pro 5)
above @ 2.60GHz-3.50
GHz, 256 GB HD
 Note
● The recommended devices will be reviewed once in 2 years and updated, as required.
● If there’s any change in the end of support date, then it will be communicated six months in advance.
● Any device with hardware specifications equal to or above the minimum hardware specification will be
supported.
● Offline support is available on all supported devices.
 Restriction
● Mobile Devices with device width less than 360 px aren’t supported. For more information, see the
following links:
○ Compare devices
○ iOS Device Compatibility Reference
● Mobile apps aren’t supported in the browser of mobile devices.
Smartphone Device Requirements (Effective End of Jan 2021)
Supported Operating Recommended Device Supported Device Minimum Hardware

System Model Model Specification End of Support
iOS 14.8.1 through iOS Apple iPhone 11 Apple iPhone 8 and 2 GB RAM, 2.39 GHz April 2023 (Apple
15 above Hexa-core 64-bit CPU, iPhone 8)
64 GB HD
iPhone SE2
 Restriction
iPhone SE devices
aren’t supported.

Supported Operating Recommended Device Supported Device Minimum Hardware
System Model Model Specification End of Support
Android 9.0, 10 and 11 Samsung Galaxy Note Samsung Galaxy Note 6 GB RAM, Octa-core August 2023 (Sam
20 10 and above (2.73 GHz dual + 2.4 sung Galaxy Note 10)
GHz dual + 1.9 GHz
Quad) CPU, 64 GB HD
 Note
● The recommended devices will be reviewed once in 2 years and updated, as required.
● If there’s any change in the end of support date, then it will be communicated six months in advance.
● Any device with hardware specifications equal to or above the minimum hardware specification will be
supported.
● Offline support is available on all supported devices.
2.2 Features Supported by Platform
Learn about the the list of features supported by platfrom
Feature iOS Android Windows
3D touch to switch between ✔ ╳ ╳

online and offline mode
App Version Check ✔ ✔ ✔
Latency Check ✔ ✔ ✔
Logging ✔ ✔ ✔
Touch ID Setup ✔ ✔ ╳
SSO Setup ✔ ✔ ✔
OAuth ✔ ✔ ✔
SpotLight Integration ✔ ╳ ╳
Annotations ✔ ✔ ✔
Universal Links ✔ ✔ ╳
In App Auto Update ✔ ✔ ✔

Feature iOS Android Windows
Passcode and Logon Profile, ✔ ✔ ✔

including Multiple Logon Pro
file Setup
iCloud Integration ✔ ╳ ╳
Location-based Visit Check ✔ ✔ ✔

out Reminder
Managed App Configuration ✔ ✔ ╳
Generate Local Summary ✔ ✔ ✔
Certificate Pinning ✔ ✔ ✔
Custom URI support ✔ ✔ ✔
Push Notification for appro ✔ ✔ ╳

val tasks
Push Notification for quick ✔ ✔ ╳

actions
Click to Call ✔ ✔ ✔
Camera ✔ ✔ ✔
Download and show file ✔ ✔ ✔
MDM Managed Device Re ✔ ✔ ╳

strictions
Disable Clipboard ✔ ╳ ╳
Planocheck ✔ ╳ ╳
Business Card Scanner ✔ ✔ ✔
Mashup Links Open in Sys ✔ ✔ ✔

tem Browser in ext app
Attachment Auto Download ✔ ✔ ✔

for Offline
Split Screen Multitasking ✔ ✔ ╳

Support
Face ID support ✔ ╳ ╳
(Beta) Assistant ✔ ╳ ╳

2.3 Download and Install App
Learn how to install the solution in browser and apps.
Context
Install SAP Cloud for Customer either from the iTunes Store, Google play, Windows Store, Amazon App Store,
or Tencent Appstore , depending on your selection. Launch the application, and set up a pin.
Then, to log on to the screen do the following:
Procedure
1. Enter the URL.
For Browser You manually change the access URL to https://

myxxxxxx.crm.ondemand.com/sap/
public/ap/ui/repository/SAP_BYD_UI/
HTML5/newclient.html to access the new respon
sive UI.
Use the parameter client_type=newhtml. For ex

ample: myXXXXXX.crm.ondemand.com/sap/
public/byd/runtime?client_type=newhtml
 Note
To automatically be directed to the RUI screen, logon
and log off with this url in the browser. Then, relogin
with Restart Application.
For Apps https://myxxxxxx.crm.ondemand.com/ where

xxxxxx is the tenant for your back-end system.
2. Enter the username and password.
 Note
You can select “remember password” on your device. With the selection, you can log in only with your
pin in the future and you don't have to enter the username password again.
PIN is supported for all the mobile devices including smartphones and tablets, and desktops with
Windows 8.1 or Windows 10 when the mobile app is used.
The PIN must be eight characters in length and include one numeric and one capital value. After eight
failed attempts, the PIN will be reset and offline data will be deleted.

 Note
Warning:
If you forget your PIN, all your logon profiles and offline data are deleted. You can create a pin by
clicking Forgot your Pin.
 Note
OPTIONAL:
Clicking Manage logon profiles lets you create more logon profiles (combination of system, url, user
name, and password).
3. Choose Log On.
If you do not have the information required for these settings or you have problems logging on, contact
your system administrator.
 Caution
SAP does not warrant that the software and/or features as described herein will be available without
interruption or permanently. SAP draws your attention to the fact that the availability is subject to the
sole discretion of the operator of the app store. The operator of the app store may, at any time and
without notice, restrict, interrupt, or prevent use of the software, or delete the software from your
mobile device, or require SAP to do any of the foregoing actions.
2.3.1 Single Sign-on
1. Enter the system url.

2. Toggle the Use Single-Sign-On checkbox and set it to On.
3. Select Go to Single Sign-On button.
4. If your Identity Provider supports certificate-based SSO, you are prompted to choose or allow the app to
load the certificates installed on your device.
5. If your Identity Provider only supports form-based authentication, you are directed to a page where you
can key in the username and password to be used for authentication.
6. After successful authentication, you are redirected back to the app.
2.3.2 Proxy Settings in Android
Steps to proxy setting in SAP Cloud for Customer Android.
If you are using a wi-fi network that uses a proxy, do the following steps, before running SAP Cloud for
Customer app for Android.
1. Open Settings and click on Wi-Fi.

2. Long press on the currently connected wi-fi and select Modify network.
3. If you cannot see the Proxy configuration fields, click on Advanced options. If your Proxy is set to None,
then there’s nothing to do.
4. However, if your Proxy is set to Manual, then you have to set the Bypass proxy for field with localhost.
5. Click Save.
6. Go back to Settings and click Apps (or Application Manager in some devices)
7. Find and click Cloud4Custex.
8. Click Force Stop.
9. Click Clear Data.
10. Run the SAP Cloud for Customer App again.
2.3.3 Proxy Settings in Windows
Steps to proxy setting in SAP Cloud for Customer Windows.
Do the following steps, before running SAP Cloud for Customer app for Windows.
1. Go to Settings.
2. Open Network & Internet.
3. Select Proxy.
4. Specify the proxy script address or use manual proxy setup.
 Note
When using manual proxy setup, make sure to check the option Don't use the proxy server for local
(intranet) address.
2.4 Mobile App Updates
You can find details of the current versions, and planned release dates of the app on various stores and SMP
(Service Market Place).
Mobile Store Delivery
Planned Re
Current Re Current Store Planned Re lease ETA in
Platform App Name lease Version lease Store Info
SAP Cloud for 2205 HFC02 2205.2.0 2205 HFC03 17th July 2022 Offline Incom
Customer for patible Changes
iOS [page 14]

Planned Re
Current Re Current Store Planned Re lease ETA in
Platform App Name lease Version lease Store Info
Android @ Goo [page 14]
gle Play Store
SAP Cloud for 2205 HFC02 2205.2.22168.0 2205 HFC03 17th July 2022 Offline Incom
Windows [page 14]
Android @Ama [page 14]
zon Appstore
Android @Ten [page 14]
cent Store
SAP Sales and 2202 2.0.1 - New versions

Service Core will be released
only when App
changes are re
quired
SMP (Service Market Place) Delivery
Current Re SMP Store Ver Planned Re

Platform App Name lease sion lease ETA in Store Info
SAP Cloud for 2205 HFC02 2205.2.0 2205 HFC03 20th July 2022
Customer for
iOS
SAP Cloud for 2205 HFC01 2205.1.0 2205 HFC03 20th July 2022
Customer for
Android
SAP Cloud for 2205 HFC02 2205.2.22168.0 2205 HFC03 20th July 2022 Win10
Customer for
Windows

2.4.1 Offline Incompatible Changes
Similar to the 2202 release, with the 2205 release, some incompatible changes are delivered for offline
functionality in Extended Apps.
If you are working with offline functionality, we recommend you to use the 2205 app to connect to the 2205
system.
Restrictions/ Limitations
● As in every release, perform the initial data sync in the 2205 app to fetch the latest offline functionality or
else you can’t create or edit offline objects.
● In case you use the 2202 app with the 2205 system, the data download will be blocked, but you can still
work and upload offline changes based on the 2202 code.
● The usage of the 2202 App with the 2205 system won’t be supported.
2.4.2 App with New Certificate Unavailable - Issue Resolved
The latest version of the application that contains a certificate update is now available on the Microsoft Store.
You can continue working with the new version, without facing any issues.
To update the application,
1. Go to the Microsoft Store.

2. Search for SAP Cloud for Customer.
3. Choose Update.

2.5 Emergency Corrections
This section provides details on the Emergency Patches (EP) deployed on the customer systems with the
corresponding mobile app versions information. Mobile app versions info is provided only if an EP is relevant for
In-App update through mobile apps.
2205 Release
Fixed Issues/ Deployment Mobile Rel iOS App Ver Windows App Ver Android App Ver
EP Number Enhancements Date evant sion sion sion
2000002257 Unable to open 29th May 2022 Yes 2205.1.0 2205.1.22123.0 2205.1.0 (O16C11)
offline Visit us (O16C11) (O16C11)
ing Rich Text
Editor with no
internet con
nection.
2.6 What's Supported and What's Not
Find the list of work centers and tabs supported and not supported in the mobile apps. You may see some or all
of the views described in the following sections, depending on how your user is configured in your solution.
Supported Work centers in Mobile Apps
Workcenter Tabs Browser Tablet Smartphone
Activities Activity Lists Y Y Y
Appointments Y Y Y
E-Mails Y Y Y
E-Mail Blasts Y Y N
Messaging Y Y Y
Phone Calls Y Y Y
Tasks Y Y Y
Activity Planner Plans Y N N
Routing Rules Y N N

Analysis Dashboard Y Y Y
Reports Y Y Y
Business Partners , Account Hierarchy Y Y N

Customers
Collections Invoices Y Y Y
Payments Y Y Y
Competitors Competitors Y Y Y
Competitor Products Y Y Y
Contracts Contracts Y Y Y
Customers Contacts Y Y Y
Individual Customers Y Y Y
Accounts Y Y Y
Sales Intelligence Y Y N
Customers, Sales Target Groups Y N N

Campaign
Data Workbench Export Y N N
Monitor Y N N
Templates Y N N
Update Y N N
Import Y N N
ECC Search ECC Sales Orders Y Y Y
E-Mail Integration User Settings Y N N
Feed Feed Y Y Y
Installed Base Installed Base Y Y N
Installation Points Y Y Y
Maintenance Plans Y Y N

Installed Base, Prod Registered Products Y Y Y

ucts
Library Attachments Y N N
Library Y Y Y
Attachment Download Monitor Y Y Y
Attachment and Attribute Monitor Y N N
Sales Campaign Campaigns Y Y N
Lead Scores Y Y N
Sales Campaign Funds Y Y Y
Promotions Y Y Y
Response Options Y Y Y
Marketing,Sales Leads Y Y Y
Partners Partner Contacts Y Y Y
Partners Y Y Y
Partner Application Y Y Y
People Employees Y Y Y
Groups Y Y N
Delegates Y Y Y
Products Products Y Y Y
Prices Y Y N
Product Lists Y Y Y
Warranties Y Y Y
Product Category Y Y N
Resource Scheduler Assignments Y Y Y
Resource Scheduler Y N N
Sales Deal Registration Y Y Y

Forecasts Y Y Y
Sales Leads Y Y Y
Opportunities Y Y Y
Sales Quotes Y Y Y
Sales Orders Y Y Y
Pipeline Simulation Y Y Y
Sales, Service Territories Y Y Y
Service Ticket Hierarchy Y Y Y
Work Tickets Y Y Y
Live Activity Center Y Y N
Unassociated E-Mails Y Y N
Tickets Y Y Y
Social Media Message Y Y Y
Skills Skills Y N N
Stock Stock Y Y Y
Surveys Related Attachments Y N N
Surveys Y N N
Question Bank Y Y Y
Time Recording Time Reports Y Y Y
Time Entries Y Y Y
Utilities Premise Y Y Y
Visits Tours Y Y N
Visits Y Y Y
Visit Planner Y Y Y
Routes Y Y Y
Visit Execution Y Y N

2.6.1 Limitations
Check out the online, offline, and smartphone limitations in SAP Cloud for Customer.
2.6.1.1 Online Limitations
Find the list of online limitation in SAP Cloud for Customer.
Online functionality limitations:
Limitations For Fiori Client
● Sticky notes aren’t supported.

● The following functionalities aren’t supported for Right-to-Left languages (RTL) - Document Flow, Activity
time view, Retail-Transaction Timeline, Team Calendar and Product Details, AFS- Grid Based Ordering and
Product Details, Buying Center, Number Input in fast order, Business card scanner, Pipeline Influencer,
Deal Finder, Planocheck, Evernote, Guided Activity Floorplan (GAF), and Computer Telephony Integration
(CTI).
● Limitations in RTL version of Resource Scheduler:
○ As with the regular version, Work week can’t be changed in Resource Scheduler for RTL version as well.
The work week is marked from Monday to Friday.
○ Table grid for events (assignments/appointments) doesn’t render properly when a horizontal scroll bar
is displayed on the gantt chart.
● When you paste text in the rich text editor, any html or text formatting is removed. The only formatting
preserved are the new lines, paragraph etc. This prevents any whitelisting error when saving the formatted
text content.
● Only the allowlist of HTML tags is supported for formatted text. Tags not listed in the whitelist won’t be
saved and give error. For the complete list, look at the topic Supported HTML Formatting Tags in Incoming
E-Mail under the Administration Guide.
● While using the rich text editor, you can’t apply the underline and strikethrough styles simultaneously on
the same text.
● When you press the backspace or delete button to go back to the previous line in the rich text editor, the
font name and font size dropdown lists may revert to the default values.
● When you are in global edit mode, you can edit records only in the focused page. You aren’t allowed to go to
the other pages.
● Global edit is disabled with the select all action in a dataset.
● In global edit mode, select all feature is always disabled.
● In a list if the records spans across multiple pages, global edit is disabled when you do select all.
● In a list if the record is restricted to one page only, then global edit is available when you do select all.
● When you select a few items in a list and navigate to another page on the list, then global edit isn’t available.
● In the multiselection mode, Select all is limited to 1000 records.
● Image view isn’t available for hierarchical list and lists with grouped columns.

● On Home page, the group name and custom tile titles are maintained in English. So, when a user logs in, in
another language, he doesn't see group name and custom tile text. However, the key user can maintain the
language text for a group or custom tile by logging into respective language.
● Title case changes are applicable only for SAP delivered objects. For custom objects, you have to make the
title case change.
● In the Results tab, under Survey, the shape of the Export button isn’t consistent. This button will be
optimized in future release.
● Drop down only allows you to input the values that match the items. For drop-down like country/region
both the code value and description (DE – Germany) are supported. But, when using type-ahead search, it
isn’t possible to find it by typing Germany. You have to type in the code value DE.
● Limitation in SAP Cloud Application Studio:
○ Floor plans of type Fact Sheet (FS) aren't supported.
○ Auto Expand flag is not available.
○ Panes of type Browse and Collect, Hierarchy Graph, SideCarPanel, GanttChart, NetworkChart,
NestedLayout, GridLayoutSnippet, GroupCalendarPane aren’t supported.
○ Controls of type LineSeparator, ProgressBarControl, MediaPlayerControl, RatingControl, Legend Control
aren’t supported.
● Selected quantity unit disappears when you press the enter key. This happens both in online and offline
mode. The workaround is to click outside the dropdown box before pressing enter in the quantity unit field.
● Map pin color is only supported for account map view for the account roles - Customer and Prospect. Any
other role is defaulted to the same color as customer account role.
● When you switch to either cozy or compact mode, you need to log on again for your changes to take effect.
● Newsprint layout is supported only for object detail page. It is not supported in GAF, QAF, OIF, Factsheet
floorplans.
● Recent selections is only supported when you do a free text search. Search results from value help
selection don’t show up under recent selections.
● Recent selections isn’t supported for advanced search fields.
● Auto adjustment of table column width in Fiori Client isn’t supported in Microsoft Internet Explorer and
Edge browser (version >16).
● Editable dataset, inline edit, new quick view, header fields and all other new features in 1908 aren’t
supported in blue crystal theme.
● In desktop and tablet, the header fields aren’t emphasized in internet explorer.
● Push notifications don’t get send out for existing BTM (Business Task Management) tasks in ready status.
See more details .
● Change in Behavior
○ For a better performance experience, number of open tabs is restricted to 6 in the mobile apps and an
information message is shown when this limit is reached. However, you can still open additional objects
after closing some of the open tabs, so that the tab count doesn’t exceed 6.
○ As a best practice, it’s recommended that you save your work periodically when working on large
surveys and sales orders to ensure data retention.
○ When designing surveys containing more than 50 questions, it’s recommend using page breaks for
optimal performance, organization, and efficiency.
○ Recent history list isn’t synchronized across devices. For example, the recent history list that you
access in your tablet is different from the recent history list on your desktop. This is to ensure that
recent history objects list is available in offline too. However, if the object isn’t synchronized for offline
access, then you get an exception error if you open it. For example, a ticket in the recent history list,
that isn’t synchronized for offline access, gives an exception error when you try to open it in offline.

○ System remembers your last selected action. In case last selected action is hidden (based on a
condition) in certain scenarios, then it doesn't show as default selection instead the default selection of
quick create component is shown. For example, Save in case of account creation screen.
○ Some usability issues like difficulty in working with table scroll and hierarchical reports can be
expected in windows-based devices.
○ Incident reporting is supported with the following limitation- Report incident from exception dialog are
NOT supported across all devices.
○ The following functionalities aren’t supported for Theme Builder -Marketing Attributes, Document
Flow, Activity time view, Retail- Transaction Timeline, Team Calendar and Product Details, AFS- Grid-
Based Ordering and Product Details, Buying Center, Timeline in Opportunity, Survey, Number Input in
fast order, Signature, Business card scanner, Pipeline Influencer, Deal Finder, Email Create,
Planocheck, Mobile Forecast, Evernote, Heat map in analytics, Promotion calendar view, Resource
Scheduler, Live Activity Center, Guided Activity Floorplan (GAF), and Computer Telephony Integration
(CTI), and Genband Specific.
○ The workcenter view to see tickets has been changed.
○ In the rich text editor, each row in a list has consistent height in the Fiori client. However, in the
browser, text, and white space are compressed, while in touch devices there’s more room between text
and white space.
○ In the internet explorer browser, when you have a mashup in the list and switch to the map view, the list
shrinks.
○ In global edit mode, select all feature is always disabled.
○ In a list if the records spans across multiple pages, global edit is disabled when you do select all.
○ In a list if the record is restricted to one page only, then global edit is available when you do select all.
○ When you select a few items in a list and navigate to another page on the list, then global edit isn’t
available.
Limitations for Apps
● The mobile apps support specific URL schemes for object navigation only.
● Data mashups aren’t supported in the apps.
● HTML mashup limitations in apps:
○ Data exchange between HTML mashup and C4C via POST message.
○ External authentication used by HTML mashups (certain HTML mashups might still work.)
When you use SSO authentication in the HTML Mashup on Cloud for Customer Extended Mobile Apps,
you must enter credentials and login to access the mashup content in the app. You will not be asked to
enter credentials until you sign out.
○ Usage of Web API window.open in HTML mashups.
○ Relying on IE version < IE11 for HTML mashups.
● For annotations on Android, you might need to click on the textbox multiple times to bring up the keyboard
while adding a note.
● Barcode scanning isn’t supported on Windows.
● Business Card scanner isn’t supported on Windows.
● On Windows, the Email log feature only supports WindowsMail service and no other email service. So, you
need to choose WindowsMail as the default email service in the device setting. If you have any other email
service set up, it won’t open the email service.

● In the Windows app, sliding the on/off toggle button doesn’t work. You need to tap the button to turn it on/
off.
● Area selection can’t be used for dashboard interactivity in Windows-based devices
● Annotation feature isn’t supported on Windows tablets, Internet Explorer and, Edge browser.
● Report incident functionality isn’t available both in online and offline.
● When you use the rich text editor in iPad, Android and Windows devices, the font name may not be
displayed even after it’s selected in the dropdown list. However, it’s correctly applied on the editor. This is a
known issue from our third-party provider kendo.
● While using the rich text editor, you can’t apply the underline and strikethrough styles simultaneously on
the same text.
● When you use the rich text editor in Microsoft Edge on Windows Mobile device or the Windows Mobile app,
the text entered may jump out of the editor while scrolling. This is a general issue with Microsoft Edge when
showing an iframe and not related to the rich text editor.
● When you use mashups in Microsoft Edge either on Windows Mobile device or Windows Mobile app, the
mashups are rendered inside the iframe. This is a general issue with iframe and not related to the mashups.
● In tablets, the list header might cut off depending on the number of results displayed. This happens in the
portrait mode, when both the side pane and navigation menu are open. You can collapse the side pane to
see the header section.
● When using the rich text editor, if you touch outside the text area before closing the soft keyboard, then the
soft keyboard keeps popping up. This is an issue in iOS when using iframes. iOS is unable to access
whether you’re focused out of the input field, and hence keeps bringing up the soft keyboard witheach
touch action. You can resolve this by selecting an input field.
● In online, when you upload file attachments from your phone's gallery or camera, each file has a maximum
upload size of 5MB.
● Visit Execution is not supported on mobile devices.
2.6.1.2 Offline Limitations

Find the list of offline limitation in SAP Cloud for Customer.
SAP Cloud for Customer is designed as a cloud-based solution — your system runs and stores your data in the
cloud. This enables you to access your system anywhere and anytime, from the supported devices.
The SAP Cloud for Customer also includes the capability to work in offline mode, without a connection to your
system. Due to the nature of the cloud architecture there are limitations on what you can do while working
offline.
General Offline functionality limitations:
● Offline mode supports basic edit and create for specific objects.
 Note
Key User Tools field extensions are supported at the header and item level – an initial download will be
required for the object on the client after such changes are made.
 Note
All online validations may not be available offline; validations are done at the time of synchronization
for data consistency.

● Object deletions are not supported.
● Custom business objects and reporting are not supported in offline mode.
● Support for data volume of 5000 records per object. For example, 5000 accounts, 5000 opportunities,
and so on.
● All business configuration scoping validations are not available in offline.
● All field values are not defaulted offline during edit or create - they are defaulted after synchronization on
the server and updated.
● PDI enhancements are not supported in offline.
● Map view is not available in offline.
● Search results in offline mode are different from online, as the online advanced search capability is not
available offline. Word search based on regular expressions is not supported in offline.
● Enterprise search is not available offline.
● Notifications are not available offline.
● Launching help from Settings is not available offline.
● Incident Reporting is not available offline.
● Features related to flag, follow, favorite, and tag are not available offline.
● When a data list is loaded, there is scroll limit of 100 records in mobile devices. It is best to use advanced
search to narrow down the data list.
● In offline, when uploading file attachments from your phone's gallery or camera, each file has a maximum
file size of only 2MB.
● In the internet explorer browser, when you have a mashup in the list and switch to the map view, the list
shrinks.
● In SQLite database, search is case sensitive for NON-ASCII characters and not case sensitive for ASCII
characters. This is a limitation of SQLite database.
● The following workcenter views are not supported in offline:
○ Prices
○ Price List
○ Related Attachment
○ Related attachment monitor
○ New Library
○ Attachments
● Certain product lists and account hierarchies are not available in offline mode as they exceed the size limit.
The limit for offline download per business object instance is 2 MB. Account hierarchy larger than 2000
accounts (customers) and product lists more than 4000 products are not downloaded. For example, the
account hierarchy ‘Green mile’ has 5600 sub-accounts like 'Green mile New York' etc. If the account
hierarchy is not downloaded, then the accounts like ‘Green mile New York’ is also not downloaded.
However, if you are in the account team ‘Green mile New York’ and there is download rule ‘My Accounts’,
then this account is downloaded even though the account hierarchies failed to download.
● With each new release, incompatible changes are being delivered for users working with offline
functionality in Extended Apps. With each release update, users are recommended to use the latest version
of the app to connect to their system once updated.
Restrictions/Limitations
○ As in every release, perform the initial data sync in the latest app version to fetch the latest offline
functionality or else you can’t create or edit offline objects.
○ In case you use the older version of the app with the updated system, the data download will be
blocked, but you can still work and upload offline changes based on the last version's code.
○ Usage of the new version of the app with a system on the previous version won’t be supported.

2.6.1.3 Fiori client in Browser and Mobile apps Limitations
Find the list of smartphone limitation in SAP Cloud for Customer.
 Note
The following workcenter views are enabled in SAP Cloud for Customer, but they are not supported in
smartphone:
● Installation Points
● Installed Base
● Maintenance Plans
List of limitations for smartphones
● On the homepage drag and drop on touch devices like Microsoft Surface and Internet Explorer touch is
currently not supported, due to a limitation of Internet Explorer with touch events.
● Month/Week/Work Week views are not supported for Calendar.
● Calendar view is not available in accounts result set.
● Fast Order entry is not optimized for smartphone. For example, Product selection in Sales Order and
Quote.
● Other features which needs to be optimized further are Document Flow, Activity time view, Retail -
Transaction Timeline, Retail - Team Calendar, Retail - Product Details, AFS - Grid Based Ordering, AFS -
Product Details.
● You cannot hide a work center view only from the smartphone.
● The Select All option is not available in chunk view, hence not available in Smartphone.
● Landscape mode is not supported for both android and iOS.
● Auto-complete while searching fields does not work in smartphones.
● Report filters is not supported in Windows based smartphones.
● Drag and drop to move fields in reports is not supported in Windows based smartphones.
● Show single values by tapping on chart does not work in smartphones.
● The Analysis workcenter is not available in Windows based smartphone.
● For the Registered Products view, the Items tab is not supported in smartphone.
● There are no navigation targets available for iPhones.
● Report incident from shell menu is supported only on tablets, not on phones.
● Workcenter view Installed Base is not supported on smartphone both in online and offline mode.
2.7 Offline Mode
SAP Cloud for Customer also includes the capability to work in offline mode, without a connection to your
system. Learn how to enable offline mode for your solution.
 Remember
You need to contact your administrator to enable offline mode.

 Note
Users must provide a PIN for offline data encryption and perform an initial synchronization of data before
using offline mode.
General synchronization rules to keep in mind while working offline:
● The maximum number of objects you can sync per item type is 5000. For example, 5000 accounts, 5000
opportunities, and so on.
● You can’t delete synced objects in offline mode.
● Not all fields of synced objects are supported for edit or create, such as owner, or fields originally hidden
for the object.
● It’s a must sync before quarterly release production upgrade.
● It’s recommended to do a daily sync at the end of the day.
List of Offline Enabled Workcenter Views
Workcenter Workcenter View
Collections Invoices
Collections Payments
Customers Accounts
Customers Contacts
Customers Individual Customers
Activities Appointments
Activities E-Mails
Activities Phone Calls
Activities Tasks
Competitors Competitor Products
Sales Campaigns Campaigns
Sales Campaigns Response Options
Sales Campaigns Promotions
Sales Leads
Sales Opportunities
Sales Sales Quotes
Sales Sales Orders
Sales Territories
People Employees
Products Products
Products Product Categories

Workcenter Workcenter View
Products Product Lists
Products Registered Products
Visits Visits
Visits Routes
Service Tickets
Service Work Tickets
Service Territories
Contracts Contracts
Installed Base Installed Base
Installed Base Registered Products
Installed Base Installation Point
Resource Scheduler Assignments
Stock Stock
Time Recording Time Entries
Working in Offline
Once enabled, when you log into the app you can see Go Offline option under the user menu. You must do an
initial sync to see any data in offline mode and use the app in offline. Select Sync Now under the user menu to
start the initial sync. You see a blue loading ribbon on the top, indicating that the sync is in progress. The first
time you synchronize all data that is relevant for you, the data download rules set up for your role is calculated
and sent to the client.
All access controls setup on the server are considered and you only get the data you’re authorized to see. You
can continue working in the app while the synchronization runs in the background. In subsequent
synchronizations, only the delta changes are exchanged.
Once the synchronization completes, you can select Go Offline and continue working. Based on the data
downloaded, you can display, create, and edit objects while offline. Once you have connectivity again, you can
synchronize the changes. These changes are available in online, when you switch back to online mode from the
user menu > Go Online.
 Note
● If you launch the app without network connectivity, the app automatically launches in offline mode only
if user has already synchronized data to their device.
● Not all fields of synced objects are supported for edit or create, such as owner, or fields originally
hidden for the object. See the complete list.

Synchronizing Data Offline
After setting the PIN and logging in, you can check which objects you can synchronize offline. The Offline Sync
Setup shows separate tabs for queries configured by the administrator (Default Queries) and personalized
queries created by the user (My Saved Queries). You can select or deselect the queries to see only the queries
that you want to see in your device when you work in offline mode. You can choose to sync with any
combination of queries. The query selections are remembered in subsequent sync runs. Deselecting a query
deletes the data related to that query on the next sync.
Under user menu > Offline settings, you can see the detailed information.

The Offline Sync Setup shows default queries set by the administrator and your personalized queries. You can
select or deselect the queries to see only the queries that you want to see in your device when you work in
offline mode.
Last Sync Log gives you info about what has been synchronized as soon as the sync finishes.
Upload Sync Log is generated when you make changes in offline mode and load them to the system after
syncing. It shows you details and errors that happened during the upload. If there are errors, you can drill down
into the details per object and decide to resolve the changes or discard the changes.
Erase Synced Data removes all the synced data from the device.

You see a visual indicator for changes and errors in offline mode. Visual indicators help users offline in the
following scenarios (in details and list views). Objects that are edited/created offline and not yet synchronized
have a yellow indicator. Objects that are synchronized and contain upload errors show a red indicator.
Related Information
https://youtu.be/ozbIeKhP3cM

2.7.1 Offline Settings
Learn how to enable SAP Cloud for Customer apps users to view data stored on the device when a network
connection isn’t available.
The system isn’t enabled for working in offline mode by default. The administrator enables the offline mode for
users and configures the data that will be available offline by setting up data download rules. Rules can be
defined for a business role and/or for all roles. The administrator maintains the settings under Administrator
Offline Settings .
By default all extension fields are available in offline as they’re generated. But, for other standard fields to be
visible offline, it depends on what fields in the application has been enabled for offline usage.
 Tip
Enable a group of users by assigning the work center to a role.
2.7.1.1 Data Download Rules
The data downloaded offline for a user is the combination of data brought down by the rules valid for the user’s
business role and the data brought down by rules valid for all business roles.
There are no rules configured out of the box. So, without data download rules, no data is downloaded in offline.
Rules added without any business role are applied to all users across all roles. Otherwise, they’re valid for all
users of specific business role only. The set of queries available to set as the data download rule per work
center view (object), are the same as the ones available in the work center (when you’re working online).
Maximum number defines the maximum number of records that are downloaded offline. Currently, the limit is
5000 per object.
The Offline Settings screen on the server allows you to Add new rules based on which the data is downloaded
offline.

 Note
● Quick Add offers the option to see all the available queries for all the objects and you can multiselect
the objects. Then, select Add to set up multiple rules for the role.
● The set of queries available per workcenter are the same as the ones available in the workcenter.
● You can set up any query by creating a custom one or using the predefined ones.
● If the user needs, Maximum hits can be specified—default selection is 500.
● The maximum number of entries downloaded per object is 5000. And, if the limit is reached, the most
recent 5000 entries are downloaded.
Using custom queries for offline data download rules: It’s possible to create custom queries in a work center
and then use it as a rule for offline data download. The creation of the custom queries can be performed using
key user adaptation. Once created, this query shows up when trying to add a new rule in offline settings.

Follow-on objects for synchronization: You have finer control on what data is synchronized offline. You can
define follow-on object download rules based on the accounts that are in the scope of a source query. For
example, as a sales rep, you download ‘My Appointments’. You can choose to download follow-on objects that
are selected based on the accounts that are selected by the source query. As an example, you can download all
opportunities for the accounts that you’ll have appointments with.
Only specific source and follow-on objects are enabled for this feature. The source query shouldn’t have more
than 500 records.
Related Information
Setting up rules for offline data distribution

Improved offline settings and data distribution rules
2.7.1.2 Related Data Download
According to the settings maintained in Related Data Download, the administrator can further restrict the
download of secondary objects from source to the target.
The administrator can have finer control on data downloaded offline and choose among the options All, None,
Only First Level.
● All - Downloads all related objects for each object.

● Only first level - Downloads only related objects for the initial ‘parent’ set of objects. Only the immediately
related data is downloaded offline automatically. Whereas, in All, the related data is calculated recursively
(the object downloaded as related data would also have objects that are related to it). We recommend
using Only first level.
● None - No automatic download of related objects.
The Exceptions section allows you to define further fine-grained control on related data download. Under
Exceptions, you can configure exceptions to the default settings that you configured. For example, you can
choose the Default Settings None, which means that no related data is downloaded. Later, you set up an

exception using Add. You define the Source Workcenter View as Sales Order/Quote, Target Workcenter View
as Product, and Settings as All. The exception would then ensure that for each sales order or sales quote
downloaded offline, the related Products is automatically downloaded offline. Further, all the information
related to that Product would also be automatically downloaded (governed by the All option chosen for this
exception). The available Source and Target options are provided by SAP. Certain related data is always
downloaded irrespective of settings defined by you as they are deemed mandatory by SAP. The final dataset
available locally on the client, offline, is a combination of data downloaded by the Data Download Rules and
Related Data Download settings. Items downloaded as Related Data do not fall under the maximum limit of
5000 entries for an object type.
 Note
● All (standard and KUT customized) queries show up in Offline Settings, allowing administrators finer
control on the data that is actually synced to a device. The key consideration is having control on data
sync (to minimize the amount of data being transferred).
● For a user using the app in offline mode, there is a fixed set of queries that are available in the object
list. The queries that show up here are the ones that have been enabled to 'work offline' by SAP.
● The All query in the app in offline mode, shows all the objects that are downloaded and available locally
on the client. Therefore, this query is used in situations where the exact query is not available in the
offline mode for the user to use.
● In Offline Settings, you can configure multiple queries to download data for a role. In such cases, when
offline, the All query shows up as a combination of the dataset of these queries.
The default setting specifies the behavior of the sync engine when it downloads related data of an object that is
being downloaded for offline use. For example, downloading a sales order should automatically download the
associated products even if no rule to download products was set up for the user (role) in the Data Download
Rules tab.
Limit on the Related Data Download in Offline Settings: Related data download for an object is limited to a
maximum of 2000 entries per object type during the offline synchronization. For example, up to 2000 parts
can be download for each stock location. The administrator can change the number of entries to be
downloaded. Whenever the administrator changes the number of entries to be downloaded, you perform a full
sync for the change to take effect.

2.7.1.3 General
The administrator can control the synchronization using the general settings.
General Settings: Administrators can define the behavior when conflicts occur during synchronization of data
from offline. They can either choose to Continue and overwrite with the latest changes- this is the behavior
which exists as of today (last change wins)
The other option is to Stop upload and append to error list- this ensures that changes made to objects which
were also updated online in the meantime would be put to an ‘error’ state. The administrator can check the
Upload Sync Log under Offline Settings, to view the errors and resolve them.
The other settings include:
● Synchronization reminder that shows a pop-up to the end user to do a sync.

● Full synchronization reminder that reminds a user upon login, to trigger a full sync if the last
synchronization was performed before the time period.
● Enforce online login after a time-period enforces that the end user logs in to online mode according to the
number of days maintained here.
● Delete offline data after a time-period deletes offline data in the app if the user does not log in online and
synchronize data at least once.
● Maximum hits for personalized queries define the maximum entries to be downloaded (per object) if the
user synchronizes data, based on user-personalized queries.
Auto Sync Settings:

The administrator can use this setting to enable automatic synchronizations on devices, at specific intervals.
Auto sync (scheduled synchronization) can be enabled by selecting the toggle switch Enable auto sync under
auto sync settings. You can enable the toggle switch Confirm auto sync to see a pop-up dialog every time an
auto sync is triggered while offline. The app performs an automatic sync after a specified time-period when you
set a duration under Perform an auto sync after a time-period.
Based on the requirement, individual phases of the auto sync can be selectively enabled or disabled. The auto
sync only goes through the enabled phases. This provides an improved sync performance. You can also only
enable upload changes made offline, by manually choosing the Upload Data checkbox under Auto Sync
Settings.
When auto-sync is enabled, the icon shows an A in between the arrows. Clicking the icon starts a manual sync.
The horizontal yellow bar no longer shows animation to denote an ongoing sync.
 Note
● You can no longer perform a Light Sync manually. Enablement of auto-sync will still leverage light sync
during the auto synchronization process.

 Note
● It is recommended that you setup auto sync to upload data, update downloaded data and download
new data to ensure that the sync sessions are optimal.
● Auto-sync settings are detected by the app (if enabled by your administrator) after the first successful
sync session.
● For offline changes, an automatic upload is triggered 2 minutes after the last save operation.
● Currently, auto-sync is recommended for iOS and Android devices only. Windows users might notice
performance issues with the feature enabled.
● We recommend that you include upload data, update downloaded data, and download new data under
Auto Sync Settings to ensure that the sync sessions are optimal. After the duration set under Perform
full sync after dropdown, a full sync is performed. Perform auto sync after sets the duration after which
an auto sync is triggered in the app. This duration is valid only when the app is in use and, is reset if the
app goes to the background.
A Manual Sync can be performed whenever required, by choosing the Sync Now option. A manual sync
performs an initial full sync of data to the device for the first time. After this, every sync is a delta sync of offline
changes and new changes from online.
You can also perform a manual sync by choosing the:
● Sync icon ( ).
● Sync Now option in the user menu.
On choosing the Full Sync option in the online mode, all offline changes are uploaded, the existing offline
database is erased, and a fresh data download from online to the user’s device is initiated. This option also
cleans up unused data.
 Note
You cannot perform a full sync in the offline mode.

2.7.1.4 Attachment Download
The administrator can define rules to control which attachments are downloaded automatically when a user
synchronizes data offline on their mobile device.
The size of attachments to be downloaded to the offline can be controlled for each work center based on roles.
 Note
● If the total file size of all attachments being auto-downloaded exceeds the threshold, there’s no auto-
download
● However, users can still manually download files by navigating to the object (existing behavior)
Survey Attachment Download Size Limit Based on Settings
Survey attachment download for offline honors the download limit defined for the offline attachments
( Administrator Offline Settings Attachment Download ). In case the survey attachments are larger than
the single file size maintained, attachments aren’t available in offline. The administrator can adjust the values
as required.
Limit on the Related Data Download in Offline Settings
Related data download for an object is limited to a maximum of 2000 entries per object type during the offline
synchronization. For example, up to 2000 parts can be download for each stock location. The administrator
can change the number of entries to be downloaded.
Whenever the administrator changes the number of entries to be downloaded, you perform a full sync for the
change to take effect.

2.7.1.5 Upload Sync Log
Administrator centrally checks the upload sync logs for all the users in this screen. The upload errors can be
corrected or deleted accordingly.
The administrator filters the user using the technical id for the user. Then, selects the row to see the error
details in the messages section. The upload errors can be corrected or deleted accordingly. The administrator
automatically sees the Sync Upload Logs for all users whereas a business user only gets to see their individual
logs (in the app itself).
2.7.1.6 User Sync Information
See the details of user synchronization.
If the user has synchronized recently, then the following information is available:
The first table Instances synchronized last time shows the number of instances that have been synchronized for
each object. Primary Instances lists those instances, that have been downloaded by the configuration
maintained in Data Download Rules.
Secondary Instances lists the instances that weren’t directly determined via the Data Download Rules but were
synched as dependent data via the configuration maintained in Related Download Rules. If no recent
synchronization exists, then the table is empty, and a warning message is issued.
 Note
The results are available if the user has synchronized at least once in the last 5 days.
The second table Queries of user for synchronization gives the queries used for data downloaded for the user. It
shows the actual scope of the synchronization as derived from the configurations in Data Download Rules, the
business roles assigned to the user, and the individual personalization of the synchronization scope done by
the user in the device synchronization settings.
2.7.2 FAQs
List of commonly asked question about offline mode.
1. Question: What is offline and how does it work?

Answer: SAP Cloud for Customer, extended edition also includes the capability to work in offline mode,
without a connection to your system. It allows users to view data stored on the device when a network
connection isn’t available.
2. Question: How to launch offline mode?
Answer: After logging into the app on your device, under the user menu dropdown, select Sync Now. When
the process is completed, you can select Go Offline and you’re ready to work without an internet
connection.
3. Question: What are features available in Offline settings?
Answer: You can check Offline Features available on our SAP help portal at: Offline Features [page 41]

4. Question: Why it’s necessary to do offline settings?
Answer: Your system isn’t enabled for working in offline mode by default. You need to contact your
administrator to enable offline mode, for the data download rules to be assigned to the corresponding user.
5. Question: How are attachments downloaded in offline?
Answer: To view and download attachments in offline mode, got to user profile > Sync Now. This makes
attachments available in offline mode and uploads the attachments created offline to the server.
6. Question: What is difference between Initial and Delta sync?
Answer: Initial Sync (Full Sync) downloads all data associated to the user/business role. Delta Sync only
synchronizes and downloads data that has been updated or changed. Any sync that you perform in the
application is a delta sync. If you want to perform a full sync, use the Full Sync option in the Sync Now
dropdown.
7. Question: Are custom objects and reports supported in offline?
Answer: Custom business objects and reporting aren’t supported in offline mode.
8. Question: Is map view available in offline?
Answer: Map view isn’t available in offline.
9. Question: Notifications work in offline?
Answer: Notifications aren’t available offline.
10. Question: Does KUT / Custom query show up in offline?
Answer: Yes, KUT/Custom queries are available in offline mode. After creating them in UI, you need sync
the app again to see it in offline.
11. Question: How to do a full sync?
Answer: After an upgrade from a new release, we recommend performing a full sync on your device. Under
Offline Settings click Erase Synced Data, after the process is completed click Sync Now. This process avoids
missed data or inconsistences in offline mode.
12. Question: How many products can you sync to offline mode?
Answer: Support for data volume of 5000 records per object. For example, 5000 accounts, 5000
opportunities, and so on.
13. Question: How to check and fix upload errors?
Answer: Under Offline Settings, go to Upload Sync Log and in the section Upload Errors a list of errors is
displayed. Click the tool icon and you’re directed to what is triggering the error message.
2.7.3 Troubleshooting
Uploads from the offline mode can fail in some scenarios. In these situations, you are informed that there are
errors in the upload queue, and asked to resolve these errors in Offline Settings.
Additionally, the administrator can navigate to Administrator General Settings Offline Settings Upload
Sync Log to resolve synchronization issues.
You may come across any of the following error scenarios.
Change request failed too many times (no save)
Scenario

A visit is synchronized offline. Then, in the online mode, an administrator makes an optional extension field
mandatory. During offline execution, the offline visit is saved without any issues, but upon synchronization the
visit cannot be saved if the field is empty. All the changes that were made offline are not applied.
Solution
Press the gear wheel on the left side of the erroneous record. All the changes are replayed again till you chose
Save. Fix the erroneous data and save. Then the state of the upload goes to Processed, and the changes are
available on the backend.
 Note
In the example above, you receive the error message Mandatory field missing. You can then maintain the
data in this resolved UI and save.
Change request processing dumped too many times
Scenario
Synchronizing data back online throws an exception.
Solution
Press the gear wheel on the left side of the erroneous record. All the changes are replayed again till you chose
Save. Fix the erroneous data and save.
If this still leads to an exception, open an incident.
Conflict exists with previous upload errors in Upload Sync Log
Scenario
If you make multiple changes to a document, this leads to multiple upload requests. For example, if you open a
quote in the offline mode, add an item, save, and close. Then open it again, change the order date and quantity
of the item, save, and close. This leads to two separate upload requests. If the first upload request is in the error
state, then the second upload is not processed, but kept directly in the error state.
Solution
Either resolve or withdraw the error in the first upload request, then resolve the second upload request.
Changed after synchronization
Scenario
If a document has been modified in the offline mode, while there were changes to the same document online,
you cannot upload the document directly.

This is applicable only if the administrator has enabled the Stop upload and append to error list option in
Work Center Administrator General Settings Offline Settings General Upload Conflict Resolution .
Solution
Either the administrator, or the person working in the offline mode must check the current version of the
document on the server and either resolve as usual or withdraw the offline changes.
Changed and Conflict
Scenario
If you make multiple changes to a document and try uploading it while there are other changes to the same
document in the offline mode.
Solution
Either the adminisrator, or the person working in the offline mode must check the current version of the
document on the server and either resolve as usual or withdraw the offline changes.
Withdrawn by user
Scenario
If you withdraw a failed upload, the changes you made in the offline mode are lost.
Solution
Withdraw the request only if you cannot resolve the error and need the subsequent upload requests to be
saved.
 Note
If you withdraw adding an item to the quote, then an upload request changing this item cannot be resolved
anymore.
2.8 Offline Features
Learn about the item types supported in sales and service, and the operations currently supported while
working in offline mode.

2.8.1 Sales Orders Offline
This topic presents the following information about sales orders in offline mode - validations, determinations,
fields and actions supported, and additional information.
Validations and Determinations
Find below the information about sales orders implementation logic for change scenario in offline mode.
Overview of Implementation Logic for Sales Orders in Offline Mode
Implementation Logic For

Change Scenario in Offline
Topic Feature Determination Standard Logic Mode
Sales Unit Sales Unit Determination Sales unit from the org. If the sales area is modified,
model from the logged in
then the following logic ap
user
plies:
● If sales area is main

tained at the account
level with the changed
sales unit as either Sales
Group or Sales Office,
then the matching sales
area ((Sales organiza
tion + distribution chan
nel + division) is consid
ered.

Sales Area Sales Area ● Employee Sales ● Employee Sales Data: If

Data: Logged in user's the sales organization is
 Note  Note
sales area assignment valid for the logged in
If the distribution channel is considered. If user user, defaults the same
The Payment Terms, In
and division have been is assigned to more along with the distribu
coterms, Incoterms Lo
manually changed, then than one sales areas, tion channel and divi
cation, Currency are de
these will not be redeter then the first sales sion.
termined from the sales
mined after the change of area assignment is ● Account Sales Data: If
data of account.
sales organization. considered. the sales organization is
● Account Sales Data: maintained in the sales
Validate if the sales area of the account, the
 Note distribution channel and
area maintained at
the account level has division from the match
Additionally, the following
this Sales Unit as ing sales area are de
area also determined using
signed either as Sales faulted. If more than one
sales data: sales area assignments
Group or Sales Office.
● Owner: logged in user If available, the are available, then the
matching Sales Area first sales area is consid
● Primary Contact: Pri
(sales organization + ered.
mary contact of the
account distribution channel +
division) is considered
● Ship-To: The main
ship-to of account is ● Account Sales Data
considered. If you first ● Sales organization of
enter the Ship-to, then the logged in user is
the corresponding considered without
Sold-to (Account) will defaulting the Distri
be determined. bution Channel and
● Pricing Date: Current Division.
Date
● Requested Date: Cur
rent Date + 2 Days
● Territory: Territory is
determined if the ac
count has a single ter
ritory. Else, a warning
message is displayed
to manually select the
territory.

Product Lists Manual Proposals(Add from All product lists that are
List) valid for today and:
● Active and valid for all

accounts
OR
● Valid for account in
sales order
OR
Account hierarchy
(parent accounts) +
hierarchy indicator
OR
● Target groups of ac
count and sales area
or sales organization
only or distribution
channel only or divi
sion only and territory
(if exists in sales or
der)
Auto Proposals All products from the

product lists that are
marked for automatic as
signment and that are:
● Active and valid for

current date.
OR
● Valid for account in
sales order OR (ac
count
● Account Hierarchy
(parent accounts) +
hierarchy indicator
● OR
count AND sales area
or sales org. only or
distribution channel
only or division only
and territory [if exists
in sales order).
Product Category Product category All product categories sup

ported for offline orders

Promotions Promotion determination when Released and valid for cur

a product is added rent date (buying date)
AND:
● Valid for accounts

OR
● Valid for parent ac
count with hierarchy
OR
● Valid for target groups
of account
Promotion Determination When When multiple promotions

Multiple Promotions are Availa are available, the priority is
ble determined as per the se
quence given below:
1. Promotions directly at
account level
2. Promotions at parent
account level
3. Promotions at target
group level
Product UoM The unit of measure at the

sales area level (sales or
ganization + distribution
channel) will be defaulted

Pricing Pricing is based on replicated ● Base Price or Cus

conditions from ERP system tomerSpecific Price
Determination: - The
price added manually
for a newly added
product is considered
as the base price.
● Manual discount
condition (% and ab
solute) at item level -
This discount condi
tion, when applied,
subtracts the dis
count percentage and
absolute discount
from the net price.
 Note
The calculation
and sync of con
ditions is based
on the assump
tion that the first
two flexible con
ditions (PPE1,
PPE2) are map
ped to manual
discount (%) and
manual discount
(absolute).
Actions in Add Products Action Save Saves the order and re
screens turns to the search list
Action Save and Simulate Saves the order and opens

the order in offline mode
 Note
No simulation is per
formed for offline or
ders

Validations Following validations are

performed on offline or
ders:
1. Minimum order quan

tity checks based on
sales area in products
2. Account blocks check
based on order block
ing reason in account
+ document type
from fine-tuning con
figuration
3. Multiple territory
checks and warnings
Document Type Possible order document

types will be displayed for
selection. External Only
document types are not
displayed for selection.
Sales Order Detailed View 1. Sales order detailed

view display includes
the tab screens for
Overview, Products
and Involved
Properties.
2. Header fields can be
modified
3. Single product can be
added using the Add
Product.
Past Sales Orders All completed sales orders

for account OR account +
logged in employee OR for
logged in employee
Fields
Information about offline sales orders field level availability is detailed in this topic.

 Note
Most of the sales order fields are now also available offline. The fields that have some offline determination
have been listed in the table.
Create Screens - Field Level Availability Information
Default/Determination Default/Determination
Object Header Field Availability Offline Online Offline
Order Header
Account Y N N
Document Type Y Y Y
Description Y N N
Requested Date Y Y Y
Sales Unit Y Y Y
Distribution Channel Y Y N
External Notes Y N N
Ship-To N Y Y
Pricing Date Y Y Y
Owner Y Y Y
Sales Organization Y Y Y
Territory Y (Disabled) Y NA
Internal Notes Y N N
Division Y N N
Primary Contact Y N Y
External Reference Y N N
Language Y Y N
Currency Y Y N
Add Products
(screen)
Product Y Y Y
Quantity Y Y N

Default/Determination Default/Determination
Object Header Field Availability Offline Online Offline
Product Category Y Y Y
Promotion Y Y Y
Manual Discount % Y N N
(Offline Only)
Manual Discount Y N N
Currency (Offline
Only)
Estimated Price (Off- Y N Y

line Only) - [Price x
quantity - discount%
- discount (cur
rency)]
Extension Scenario Y Y N
Item Type Y N N
UoM Y Y Y
GTIN Y Y N
External Product ID Y Y N
Order Detailed View - Field Level Availability
Edit (direct OR Via Ac

tions OR Via Naviga
Tab Section Field Display tion)
Overview Y Y
Header Fields Account Y Y
Primary Contact Y Y
External ID Y N
External Overall Status Y N
Pricing Status Y N
Credit Status Y N
External Reference Y Y

tions OR Via Naviga
Description Y Y
Creation Date Y Y
Requested Date Y Y
Cancellation Status Y N
Reason for Rejection Y N
Net Value Y N
Tax Y N
Payment Terms Y Y
Inco Terms Y Y
Inco Terms Location Y Y
Owner Y Y
Sales Unit Y Y
Distribution Channel Y Y
Division Y Y
Products Line Y NA
Product Y NA
Description Y NA
Net Price Y NA
Quantity Y NA
Net Value Y NA
Involved Parties Role Y NA
Name Y NA
Address Y NA
E-mail Y NA
Phone Y NA

tions OR Via Naviga
Main Y NA
Products (table) Line Item Y NA
Product ID Y Y
Product Description Y Y
Net Price Y Y
Quantity Y NA
Net Value Y Y
Tax Amount Y NA
Product Pricing (ta Price Component Y N

ble)
Description Y NA
Status Y N
Manually Added Y N
Amount Y NA
Product Availability Delivery Date Y N

Table
Quantity Y N
ATP Type Y N
Notes External Notes Y N
Internal Notes Y N
Total Pricing (table) Price Component Y NA
Description Y NA
Status Y NA
Manually Added Y N
Price Component Y
Value

tions OR Via Naviga
Involved Parties Involved Parties Role Y N
Name Y N
Address Y N
E-mail Y N
Phone Y N
Main Y Y
Delete Action N Y
Attachments Attachments Title Y N
Type Y N
Changed On Y N
Changed By Y N
Delete Action Y Y
Activities Appointments / Subject Y N

Phone Calls / Tasks
Status Y N
Start Date/Time Y N
Owner Y N
Primary Contact Y N
Tickets Tickets ID Y N
Description Y Y
Relationship Y N
Priority Y N
Status Y N
Created On Y N
Assigned To Y N

tions OR Via Naviga
Action - New N Y
Action - Guided New N Y
Actions
Find information about the different actions available in offline for Sales Orders.
Order Detailed View - Actions Availability
Global/Tab Actions Offline Availability
Global New Y
Preview N
Copy N
Send e-mail N
Submit for Approval Y
Transfer N
Simulate Y
Finish Y
Save Y
Cancel Y
Products All Products Y
Past Orders Y
Product Lists Direct assignment to account or valid

for all accounts.
Promotions Direct assignment to account.
Add Y
In Line Delete Y
Sort Y

OK Navigates back to the quick create dia

log.
Save and Open Y
Save and Simulate Save the simulated the order and open
the sales order - Product tab screen in
focus.
Finish Triggers the relevant actions when

synced. And after the sync, the other is
no longer editable.
Bar Code Scanner Allows to add products by scanning

based on the GTIN maintained in prod
ucts master data.
Increment Quantity Number maintained allows the adding

that number to the quantity of a prod
uct.
Additional Information
Things to keep in mind as you work with Sales orders.
● You can add products in offline fast order entry using bar code scanning. The following conditions are valid
for bar code scanning:
 Note
This feature is available only for the mobile apps on device.
● ○ If you are using a third-party application for scanning, you can only scan one product at a time. Note
that the app has to be launched each time you need to scan.
○ If you are using an in-built bar code scanner on the device, you can scan multiple products after you
launch the plug-in for this application the first time you use the app.
○ Item category selection: You can change the item category for a line item for orders with maintenance
mode Internal & External.
○ Availability of estimated prices during product selection for offline orders.
○ Configurable Price Elements Mapping for Offline Manual Discount: Mapping between pricing
conditions and configurable price elements (CPE) for enabling offline manual discounts in sales order.
A new configuration under Business Configuration Open Activity List External Pricing
Assignment of External Price Elements for Offline Pricing is available for this feature.
○ Create and Edit Signature Capture: It is possible to create and edit signatures in offline and sync back
to the cloud solution.

2.8.2 Sales Quotes Offline
This topic presents an overview of features supported for sales quotes in offline mode. Sales quotes create, edit
and display is supported in the offline mode with a very limited scope.
Overview of Implementation Logic for Sales Quotes in Offline Edit Mode

Topic Feature Determination Standard Offline Logic Mode
Document Type Quote document types will

be displayed for selection.
Sales Unit Sales Unit Determination Sales unit from the org
model from the logged in
user
Sales Area Sales Area ● Employee Sales Data: ● Employee Sales Data: If
Logged in user's sales the sales organization is
 Note  Note area assignment is con valid for the logged in
sidered. If the user is as user, defaults the same
The Payment Terms, In If the distribution chan
signed to more than one along with the distribu
coterms, Incoterms Lo nel and division have
sales areas, then the tion channel and divi
cation, Currency are de been manually changed,
first sales area assign sion.
termined automatically then these will not be re-
ment is considered. ● Account Sales Data: If
from the sales data of determined after the
the account, once a ● Account Sales Data: Val the sales organization is
change of sales organi
quote gets synchronized. idate if the sales area maintained in the sales
zation.
maintained at the ac area of the account, the
count level has this distribution channel and
Sales Unit assigned, ei division from the match
ther as Sales Group or ing sales area are de
Sales Office. If available, faulted. If more than one
the matching Sales Area sales area assignments
(sales organization + are available, then the
distribution channel + first sales area is consid
division) is considered. ered.
● Account Sales Data
● Sales organization of the
logged in user is consid
ered without defaulting
the Distribution Channel
and Division.

Involved Parties ● Owner: Logged in user If quote is synchronized and

● Primary Contact: Main online, party determination
contact of the account takes place for parties that
(not considering sales are not manually added.
area dependencies)
● Ship-To: The main ship-
to of account is consid
ered. (not considering
sales area dependen
cies)
● If you first enter the
Ship-to, then the corre
sponding Sold-to (Ac
count) will be deter
mined.
Product Lists Manual Proposals (Add from All product lists that are valid
List) for today and :
● Active and valid for all

accounts
OR
● Valid for account in sales
quote
OR
● Account hierarchy (pa
rent accounts) + hierar
chy indicator
OR
count and sales area or
sales organization only
or distribution channel
only or division only and
territory (if added in
sales quote).

Auto Proposals All products from the prod

uct lists that are marked for
automatic assignment and
that are:
● Active and valid for cur

rent date.
OR
● Valid for account in sales
quote OR Account Hier
archy
OR
count AND sales area or
sales org only or distri
bution channel only or
division only AND terri
tory [if exists in sales
quote).
Product category Product category All product categories are

supported for offline quotes.
Promotions Promotion determination Released and valid for cur

when a product is added rent date (buying date) AND:
● Valid for accounts

OR
● Valid for parent account
with hierarchy
OR
● Valid for target groups of
account
Promotion Determination When multiple promotions

when multiple promotions are available, the priority is
are available determined as per the se
quence given below:
1. Promotions directly at
account level.
2. Promotions at parent
account level.
3. Promotions at target
group level.

Product UoM The unit of measure at the

sales area level (sales organi
zation + distribution channel)
will be defaulted.
Pricing Pricing is based on a few re Base Price or if available Object detail view does not
plicated conditions from ERP Customer Specific Price will show External Pricing result
system. be determined . in offline mode.
External Pricing elements

 Note  Note
added by a key user and visi
Currency conversions Only prices that relate to ble in the product table or
and product quantity logged-in user assigned online header, are not sup
conversions will not be sales organization, will ported in offline mode.
considered for offline be considered for offline
price calculations. price calculations. Prices
view in work center Prod
Pricing only refers to an ESTI ucts is only supported in
MATION. online mode
Quotes with document types

Manual discount condition
referring to internal pricing
(% and absolute) at item
will automatically receive pri
level - This discount condi
ces when synchronized. For
tion, when applied, subtracts
external pricing, user needs
the discount percentage and
to trigger pricing request
absolute discount from the
while online.
net price.
 Note
The calculation and sync
of the discount condi
tions is based on the as
sumption that these con
ditions are correctly
mapped in fine-tuning.
This is only valid for ex
ternal pricing. Offline dis
count maintenance for
sales quote document
types that refer to inter
nal pricing, will not be
synchronized.

Quote Actions The Set to Lost header action Item actions supported:
 Note
is supported. Add From All Products, Add
From Product Lists, and Add No header actions are
From Past Orders supported for quotes off-
line. Header field Rea
son for Rejection can be
maintained offline mode.
Validations ● Pricing Date: Current Following validations are per

Date formed on offline quotes:
● Valid-To: Determination
● Minimum order quantity
based on fine-tuning.
check based on sales
● Requested Date: Deter area in products.
mination based on fine-
● Multiple territory check
tuning.
and warning.
● Territory: Territory is de
termined if the account  Note
has a single territory.
Account blocks will
Else, a warning message
not be considered in
is displayed to manually
offline sales quote.
select the territory.
Sales Quote Detailed View 1. Sales quote detailed Header attachments can be
view display includes the downloaded to offline. Item
tab screens for Over attachments are not visible
view, Products, In offline.
volved Properties, Ac
tivities, and Attach
ments.
2. Header fields can be
modified.
3. Single product can be
added using the Add
button.
Past Sales Orders All completed sales order

items are for account OR ac
count + logged in employee
OR for logged in employee.

Edit Output Settings No selection of output set

 Note
tings and Submit action is
If the quote is synchron supported while offline.
ized and online, output
settings are automati
cally determined based
on the output form and
output channel determi
nation rules.
2.8.2.1 Offline Quotes Feature Availability
Sales quotes field level availability information is detailed in this topic. The fields that have some offline
determination have been listed in the table below.
Offline Scope
Create Screens - Field Level Availability Information
Default/Determination On Default/Determination Off

Object Header Field Availability Offline line line
Quote Header
Account Y N N
Document Y Y N
Type
Description Y N
Requested Y Y Y
Date
Sales Unit Y Y Y
Distribution Y Y N
Channel

External Y NA NA
Notes
Ship-To Y Y Y
Valid To Y Y Y
Chances of Y N N
Success
Owner Y Y Y
Sales Organi Y Y Y
zation
Territory Y Y Y
Internal Notes Y NA NA
Division Y Y Y (depends on configura-

tion)
Primary Con Y Y Y
tact
External Ref Y NA NA
erence
Language Y Y N
Currency Y Y N
Extension Y Y N
Scenario
Add Products (screen)
Product Y Y Y (Products will not be cop

ied to the new quote if the
quote is created as follow-up
from an Opportunity)
Quantity Y Y N
UoM Y Y Y
Manual Dis Y N N
count % (Off-
line Only)

Manual Abso Y N N
lute Discount
(Offline Only)
Estimated Y N Y
Price (Offline
Only) - [Price
x quantity -
discount% -
discount]
Extension N Y N
Scenario
Actions Add Products
All Products Y Y
Past Quotes/Past Y Y
Orders
Product Lists Y Y
Promotions Y Direct assignment to ac

count
Sort Y Y
Remove Y Y
OK Y Navigates back to the quick

create dialog
Save and Open Y Y
Bar Code Scanner Y Allows to add products by

scanning based on the GTIN
maintained in products mas
ter data
Increment Quantity Y Number maintained allows

the adding that number to
the quantity of a product

Quote Detailed View - Field Level Availability

tions OR Via Naviga
Tab Section Field Display tions)
Overview Y Y
Header Fields Account Y Y
Primary Contact Y Y
External Reference Y Y
Description Y Y
Requested Date Y Y
Reason for Rejection Y Y
Total Y N
Payment Terms Y Y
Incoterms Y Y
Incoterms Location Y Y
Owner Y Y
Sales Unit Y Y
Sales Organization Y Y
Distribution Channel Y Y
Division Y Y
Valid To Y Y
Chances of Success Y Y
Extension Scenario Y Y
Products Line Y NA
Product Y NA
Description Y NA
Adjusted Item Price Y NA
Quantity/UoM Y NA

tions OR Via Naviga
Adjusted Item Value Y NA
Involved Parties Role Y NA
Name Y NA
Address Y NA
E-mail Y NA
Phone Y NA
Main Y NA
Products Products Line Y NA
Product ID Y Y
Description Y Y

(Net Price)
Estimated Price Y N
Quantity/UoM Y Y

(Net Value)
Add Action Y Y
Product Pricing Applicable to all if Y N

quote was created on
line with external pric
ing
Delete Action Y Y
Notes External Notes Y Y
Internal Notes Y Y
Involved Parties Involved Parties Role Y Y
Name Y Y

tions OR Via Naviga
Address Y N (adding parties off-

line does not expose
address)
E-mail Y N (adding parties off-

communication data)
Phone Y N (adding parties off-

communication data)
Main Y Y
Add Action Y Y
Delete Action NA NA
Attachments Attachments Title Y N
Type Y N
Changed On Y N
Changed By Y N
Add Action Y Y
Activities Appointments / Phone Subject Y Y

Calls / Tasks
Status Y Y
Start Date/Time Y Y
Owner Y Y
Primary Contact Y Y
New Action Y Y
Quote Detailed View - Actions Availability
Global New Y
Preview N

Copy N
Submit N
Edit Output Settings N
Set to Lost Y
Set to Won N
Set to Pending N
Save Y
Cancel Y
Products All Products Y
Past Orders/Past Quotes Y
Product Lists Y
Promotions N
Add Y
In Line Delete Y
2.8.3 Visits Offline
This topic presents an overview of features supported for visits in offline mode. Visits create, edit and display is
supported in the offline mode.
VISITS
Offline Scope
Create Screen Detailed View
Edit (directly/
via actions/via
Tab Section Field Create Default Display navigation)
Overview Header fields Subject Y Y
Name Y N
Status Y Y

Edit (directly/
via actions/via
Account Y N Y Y
Owner Y Y Y Y
Organizer Y Y Y Y
Start Date / Y Y Y Y
Time
End Date / Y Y Y Y
Time
All day event Y N Y Y
Sales Organiza Y N Y Y
tion
Distribution Y N Y Y
Channel
Division Y N Y Y
Sales Territory Y N Y Y
Extension Y N Y Y
Fields
Geo-fields Y Y
Check-In Time Y Y
Check-out Time Y Y
Route Y N
Notes Y Y
Last Visited Last Visit Date/ Y NA

Time
Last Visit Notes Y NA
Contacts Name / Ad Y NA

dress / E-mail

Edit (directly/
via actions/via
Campaigns Ongoing / Up Y NA

coming
Notes Notes Y Y
Completed N
Tasks
Completed Sur N
veys
Tasks Tasks Subject Y Y
Category Y Y
Status Y Y
Priority Y Y
Mandatory Y Y
Created On Y NA
Additional hid Y Y
den fields
Notes Y Y
Surveys Surveys Name Y NA
Status Y Y
Category Y NA
Total Score N N
Total Maximum N N
Score
Mandatory N NA
Contacts Contacts Name Y Y
Function Y Y
Department Y Y

Edit (directly/
via actions/via
Address Y Y
E-mail Y Y
Primary Con Y Y
tact
Attendees Attendees Name Y Y
Phone Y Y
E-mail Y Y
Address Y Y
Actions Y Y
Orders Orders Y Y
Promotions Y NA
Campaigns N NA
Follow-up Items Y Y
Attachments Y Y
Changes NA NA
Document Flow NA NA
Offline Actions
Object Global / Tab Actions Offline Availability
Visit Global Check-In Y
Check-Out Y
Set as In Process Y
Set as Canceled Y
Refresh Visit N
Generate Summary N

Tasks Add N
New Y
Set as In Process Y
Set as Completed Y
Survey Submit Y
Add Picture Y
Add Products Y
Contacts Add Y
New Y
Attendee Add Y
Orders New Y
2.8.4 Activities Offline
This topic presents an overview of features supported for activities in offline mode. Activities create, edit and
display is supported in the offline mode.
APPOINTMENTS
Offline scope
Edit (direct/via
actions/via
Tab Section Field Create Default Display Navigation)
Overview Header Subject Y Y Y Y
Document Type Y Y Y N
ID Y N
Status Y NA Y Y
Account Y N Y Y

Edit (direct/via
actions/via
Primary Con Y Y Y Y
tact
Organizer Y Y Y Y
Location Y N Y Y
Location Line 2 Y N Y Y
All Day Event Y N Y Y
Start Date/ Y Y Y Y
Time
End Date/Time Y Y Y Y
Category Y Y Y Y
Priority Y Y Y Y
Owner Y Y Y Y
Created On Y NA
Created By Y NA
Last Changed Y NA
On
External ID Y NA
Activity List Y NA
tion
Channel
Division Y N Y Y
Extension Y N Y Y
Fields

Edit (direct/via
actions/via
Attendees Y N
Notes Y N
Attachments Attachments Y Y
Involved Parties Role/Name/ Y Y

Phone/E-mail/
Address
Notes Notes Y N Y Y
Follow-Up Items Y Y
Related Items N N
Offline Actions
Object Tab/Global Action Offline Availability
Appointment Global Set as In Process Y
Set as Complete Y
Set as Canceled Y
Generate Summary N
Add Attachments Y
Add Involved Parties Y
TASKS
Offline Scope
Edit (directly,
via actions or
via naviga
Tab Section Field Create Default Display tions)
Overview Header Document Type Y Y Y Y
ID Y N

Edit (directly,
via actions or
via naviga
Status Y Y Y Y
Subject Y Y Y Y
Processor Y Y Y Y
Start Date/ Y Y Y Y
Time
Due Date/Time Y Y Y Y
Date Com Y N
pleted
Planned Dura Y N N N
tion
Actual Duration N N
Completion (%) Y Y Y Y
Category Y Y Y Y
Priority Y Y Y Y
Account Y N Y Y
Primary Con Y Y Y Y
tact
Owner Y Y Y Y
Created On Y NA
Created By Y NA
Last Changed Y NA
On
External ID Y NA
Activity List Y NA

Edit (directly,
via actions or
via naviga
tion
Channel
Division Y N Y Y
Extension Y N Y Y
Fields
Notes Y N
Attachments Y Y
Involved Parties Role/Name/ Y Y

Phone/Email/
Address
Notes Y Y
Offline Actions
Task Global Set to In Process Y
Set to Complete Y
Set to Cancelled Y
Add Attachment Y
Add Involved Party Y
PHONE CALLS

Offline Scope
Edit(direct /via
actions/ via
Tab Section Field Create Default Display navigations)
Overview Header Document Type Y Y Y Y
ID Y N
Status Y Y Y Y
Subject Y Y Y Y
Organizer Y Y Y Y
Start Date/ Y Y Y Y
Time
End Date/Time Y Y Y Y
Direction Y Y Y N
Category Y Y Y Y
Priority Y Y Y Y
Account Y N Y Y
Primary Con Y Y Y Y
tact
Owner Y Y Y Y
Campaign Y N Y N
Response Op Y Y
tion
Created On Y NA
Created By Y NA
Last Changed Y NA
On
External ID Y NA
Ticket ID N N

Edit(direct /via
actions/ via
Tab Section Field Create Default Display navigations)
Activity List Y N
tion
Channel
Division Y N Y Y
Extension Y N Y Y
Fields
Notes Y N
Attachments Y Y
Participants Role/Name/ Y Y
Phone/Email/
Address
Notes Y Y
Offline Actions
Phone Call Global Set as In Process Y
Set Complete Y
Set as Canceled Y
Generate Summary N
Add Attachment Y
Add Participant Y

2.8.5 Promotions Offline
Information on field level availability of promotions in offline.
Promotions Offline
Edit* (Can edit
diectly/via ac
tions/via navi
Tab Section Field Create Edit Display gations
OVERVIEW General Infor

mation
ID N N Y N
Name N N Y N
Type N N Y N
Objective N N Y N
Tactic N N Y N
Account Type N N Y N
Target Grou N N Y N
External Status N N Y N
Currency N N Y N
Product Plan N N Y N
ning Basis
Plan Start Date N N Y N
Plan End Date N N Y N
Buying Start N N Y N
Date
Buying End N N Y N
Date
Priority N N Y N
Employee Re N N Y N
sponsible
Sales Unit N N Y N
Sales Organiza N N Y N
tion

Edit* (Can edit
diectly/via ac
tions/via navi
Distribution N N Y N
Channel
Division N N Y N
Territory N N Y N
Actual Start N N Y N
Date
Actual End Date N N Y N
Notes Notes N N Y N
Description Description N N Y N
Objective Objective N N Y N
Products Description N N Y N
Unit N N Y N
Effective From N N Y N
Effective To N N Y N
Exclude N N Y N
Involved Par Involved Par

ties ties
Role N N Y N
Name N N Y N
Action N N Y N
Add N N Y N
Actions N N Y N
Product and Product and

Product Cate
Product Cate
gories
gories
Description N N Y N
Unit N N Y N

Edit* (Can edit
diectly/via ac
tions/via navi
Effective From N N Y N
Effective To N N Y N
Exclude N N Y N
Actions N N Y N
Attachments Attachments
Title N N Y N
Type N N Y N
Changed On N N Y N
Changed By N N Y N
Actions N N Y N
Trade Spend Trade Spend
Promotions Offline Actions
Tab/Global Section Action Offline Availability
Global Refresh Y
2.8.6 Collections Offline
Overview of offline features available under Visits Collections .
● Sync invoices and payments in the Collections tab screen under Visits to offline.
● Make payments offline. Note that the signatures that you capture for the payments will also be
synchronized.
● Sync the created and status changed payments back to the cloud solution.

Invoice (Under 'Collections' Workcenter)
Invoice
Edit* (Can
edit
diectly/via
actions/via
Tab Selection Field Create Edit Display navigations Default
Overview
Search Cri
terua
ID N Y N Directly
Description N Y N Directly Y
Status N Y N Directly Y
Invoice Date N Y N Directly Y
Payer N Y N Directly Y
Account N Y N Directly Y
Sales Organi N Y N Directly Y
zation
Distribution N Y N Directly Y
Channel
Table
ID N N Y N Y
Description N N Y N Y
Status N N Y N Y
Account N N Y N Y
Payer N N Y N Y
Invoice N N Y N Y
Amount
Paid Amount N N Y N Y
Due Amount N Y N Y
N
Invoice Date N N Y N Y

Edit* (Can
edit
diectly/via
actions/via
Sales Organi N N Y N Y
zation
Distribution N N Y N Y
Channel
Created On N N Y N Y
Payments (under 'Collections' Workcenter)
Payments
Edit* (Can
edit die
ctly/via ac
tions/via
OVERVIEW
Search Cri
teria
Description N Y N Directly Y
Payment N Y N Directly Y
Status
Transfer N Y N Directly Y
Date
Method
Date
Table
ID N N Y N Y
Description N N Y N Y

Edit* (Can
edit die
ctly/via ac
tions/via
Payer's N N Y N Y
Name
Payment N N Y N Y
Amount
Payment N N Y N Y
Status
Transfer N N Y N Y
Status
Payment N N Y N Y
Method
Payment N N Y N Y
Date
Account N N Y N Y
Party
Changed N N Y N Y
On
Collections (Under 'Visits')
Edit* (Can
edit
diectly/via
actions/via
OVERVIEW
Header
Total Amount N N Y Via Actions Y

Owed
Amount Re N Y Y Via Actions Y
maining

Edit* (Can
edit
diectly/via
actions/via
Amount Paid N Y Y Via Actions Y
Invoice Table
Search
Invoice ID Y Y N Directly Y
Creation Date Y Y N Directly Y
Invoice Table Y
Invoice ID N N Y N Y
Date N N Y N Y
Invoice N N Y N Y
Amount
Paid Amount N Y Y Via Actions Y
Remaining N Y Y Via Actions Y

Amount
Payment Ta
ble
ID Y Y Y Via Actions Y
Method Y Y Y Via Actions Y
Amount Y Y Y Via Actions Y
Status Y Y Y Via Actions Y
Date Y Y Y Via Actions Y
Offline Actions under Collections (under 'Visits')
OVERVIEW

Invoice Table Make Payment Y
Payment Table New Y
Actions Transfer Y
Finish Y
Cancel Y
Payer's Signature Y
Recipient's Signature Y
Global Save and Close Y
2.8.7 Opportunities Offline
This topic presents an overview of features supported for opportunities in offline mode. Opportunities create,
edit and display is supported in the offline mode.
 Note
● Opportunity to Account navigation is not supported.

● All Related Activities of Opportunities are not downloaded.
OPPORTUNITIES
Offline Scope
Edit (direct /via

actions/ via navi
Tab Section Field Create Default Display gations)
Overview Header fields Name Y N Y Y
Document Y Y Y N
Type
Account Y N Y Y
Primary Con Y Y Y Y
tact

Edit (direct /via

actions/ via navi
Source Y N Y Y
Priority Y N Y Y
Status (Life NA Y Y NA
cycle)
Custom Sta Y Y Y Y
tus
Reason for Y N Y Y
Status
Sales Cycle Y Y Y NA
Sales Phase Y Y Y Y
Probability Y Y Y Y
Expected Y N Y Y
Value
Total Negoti Y N Y N
tated Value
Weighted Y N Y N
Value
Start Date Y Y Y Y
Close Date Y Y Y Y
Publish to Y N Y Y
Forecast
Forecast Cat Y N Y Y
egory
Sales Org Y Y Y Y
Distribution Y Y Y Y
Channel
Division Y Y Y Y
Territory Y N Y Y

Edit (direct /via

actions/ via navi
Campaign N N Y N
Sales Unit Y Y Y Y
Notes Y N Y Y
Category Y N Y Y
Owner Y Y Y Y
Products ID N N Y N
Description N N Y N
Category N N Y N
Quantity N N Y N
Sales Team Role N N Y N
Name N N Y N
Email N N Y N
Contacts Name N N Y N
Primary Con N N Y N
tact Indicator
Email N N Y N
Leads Name N N Y N
Account N N Y N
Created On N N Y N
Source N N Y N
Products Products Product ID Y N Y Y
Description Y Y Y Y
Product Cate Y Y Y N
gory
Quantity Y N Y Y

Edit (direct /via

actions/ via navi
Negotiate Y Currency is defaulted Y Y

Value
Revenue Y N Y Y
Dates
Proposed N N Y N
Value
Notes Y N Y Y
Activities Appoint Subject Y Y Y N

ments
Status Y Y Y N
Sales Phase Y N Y N
Start Date/ Y Y Y N
Time
End Date/ Y Y Y N
Time
Owner Y Y Y N
Email Subject N N Y N
Status N N Y N
Sales Phase N N Y N
Start Date/ N N Y N
Time
Owner N N Y N
Phone Call Subject Y Y Y N
Status Y Y Y N
Sales Phase Y N Y N
Start Date/ Y Y Y N
Time
Owner Y Y Y N

Edit (direct /via

actions/ via navi
Tasks Subject Y Y Y N
Status Y Y Y N
Sales Phase Y N Y N
Start Date/ Y Y Y N
Time
Due Date/ Y Y Y N
Time
Owner Y Y Y N
Sales Team Sales Team Role Y N Y Y
Name Y N Y N
Email N Y Y N
Phone N Y Y N
Contacts Contacts Name Y N Y N
Function N Y Y N
Phone N Y Y N
Mobile N Y Y N
Email N Y Y N
Primary Con Y N Y Y
tact Indicator
Department N Y Y N
Involved Par Involved Par Role Y N Y N

ties ties
Name Y N Y N
Address N Y Y N
Email N Y Y N
Primary Con Y N Y Y
tact Indicator

Edit (direct /via

actions/ via navi
Phone N Y Y N
Attachments Attachments Title Y N Y N
Type N Y Y N
Changed On N N Y N
Changed By N N Y N
Sales Docu Sales Quote ID N Y Y N

ments
Description Y N Y N
External Ref N N Y N
erence
Date N Y Y N
Primary N N Y N
Owner Y Y Y N
Sales Order ID N Y Y N
Description Y N Y N
External Ref N N Y N
erence
Date N Y Y N
Owner Y Y Y N
Tickets Tickets ID N N Y N
Subject N N Y N
Priority N N Y N
Status N N Y N
Created On N N Y N
Assigned To N N Y N

Edit (direct /via

actions/ via navi
Related Op Related Op Name Y Y Y N

portunities portunities
Account Y Y Y N
Owner Y Y Y N
Relationship N Y Y N
Created On N N Y N
Surveys Surveys Name N N Y N
Status N N Y N
Catgeory N N Y N
Offline Actions
Opportunity Global Set as Won Y (Available only when Cus

tom Status is not used)
Delete
Set as Lost Y (Available only when Cus

tom Status is not used)
Sales Documents New Y
Ticket New N
Attachments Add Y
Related Opportunities Add Y
New Y
Products Add N
Delete Y
Activities Yes Y
Sales Team Add Y
Delete Y
Involved Party Add Y

Delete Y
Contact Add Y
Delete Y
2.8.8 Accounts Offline
This topic presents an overview of features supported for accounts in offline mode. Accounts create, edit and
 Note
● All Related Activities of Accounts are not downloaded.

● In offline mode, newly created accounts show up with their temporary IDs when used in other
transactions. The details are resolved properly once you synchronize and the entries are created online.
CONTACTS
Offline Scope
Edit (directly/
via actions/via
Overview Header Status Y Y

Fields
Role Y Y Y N
Name Y N Y Y
Additional Y N Y Y
Name
Additional Y Y
Name 2
Additional Y Y
Name 3
Prospect Y Y
Role Y Y Y Y

Edit (directly/
via actions/via
Country/ Y N Y Y
Region
PO Box Y Y
PO Box ad Y Y
dress
PO Postal Y Y
Code
Time Zone Y Y
C/O Y Y
address Y Y
Line 1
address Y Y
Line 2
House Num Y N Y Y
ber
Street Y N Y Y
address Y Y
Line 4
address Y Y
Line 5
City Y N Y Y
State Y N Y Y
Postal Code Y N Y Y
Primary Y Y
Contact
Phone Y N Y Y
ABC Classi Y N Y Y
fication

Edit (directly/
via actions/via
Fax Y N Y Y
Email Y N Y Y
WebSite Y N Y Y
Owner Y N Y Y
Language Y N Y Y
Mobile Y N Y Y
Top Level Y N
Owner
Legal Form Y
Industry Y N Y Y
Active Pipe Y N
line
Permission Y N
YTD Reveue Y N
Account ID Y N Y N
External ID Y N
External Y N
System
Created on Y N
Created By Y N
Changed on Y N
Changed by Y N
Duns Y N
Order Block Y N
Delivery Y N
Block

Edit (directly/
via actions/via
Billing Block Y N
Sales Su Y Y
port Block
Notes N N
Prospect In Y Y
dicator
Parent Ac Y N
count
Country/ Y N
Region
Mobile Y N
Duns Num Y N
ber
Contact Per Y N
mission
Language Y N
Extension Y N
Fields
Sales Data Sales Data Sales org Y NA
Distribution Y NA
Channel
Division Y NA
Sales Office Y NA
Sales Group Y NA
Details Sales Or Y N

ganization
Distribution Y N
Channel

Edit (directly/
via actions/via
Division Y N
Sales office Y Y
Customer Y Y
Group
Delivery Pri Y Y
ority
Order Block Y Y
Delivery Y Y
Block
Billing Block Y Y
Sales Sup Y Y
port Block
Sales Group Y Y
Incoterms Y Y
Incoterm Y Y
Location
Currency Y Y
Activities Appoint Subject Y Y

ment
Status Y Y
Start Date/ Y Y
Time
Owner Y Y
Primary Y Y
Contacts
Tasks Subject Y Y
Status Y Y

Edit (directly/
via actions/via
Start Date/ Y Y
Time
Owner Y Y
Primary Y Y
Contacts
Phone Calls Subject Y Y
Status Y Y
Start Date/ Y Y
Time
Owner Y Y
Primary Y Y
Contacts
E-Mails Subject N N
Status N N
Start Date/ N N
Time
Owner N N
Primary N N
Contacts
Opportuni Opportuni Name Y Y

ties ties
Close Date Y Y
Sales Phase Y Y
Owner Y Y
Status Y Y
Progress Y Y
Contacts Contacts Name Y Y

Edit (directly/
via actions/via
Job Title Y Y
Function Y Y
Department Y Y
Phone Y Y
Fax Y Y
Addresses Addresses Address Y Y
Phone Y Y
Fax Y Y
Main Y Y
Action Y Y
Relation Relation Relationship Y Y

ships ships Type
Business Y Y
Partner
Address Y Y
Action Y Y
Visits Visits Subject Y Y
Status Y Y
Owner Y Y
Primary Y Y
Contacts
Phone Y Y
Promotions N NA
Sales Or N N
ders
Product List N NA

Edit (directly/
via actions/via
Charts N NA
Service Re N N
quests
Attach N NA
ments
Account N N
Team
Account Hi N NA
erarchies
Leads N N
Campaign N NA
Sales N N
Quotes
Visit Hours N NA
Installed N Y N
Base
Marketing N N
Attributes
Service con NA
tracts
Sales Terri NA NA
tory
Feed NA NA
Target NA NA
Group
Sales leads NA NA
Registered N Y NA
Products

Edit (directly/
via actions/via
Recent Or NA NA
ders
Groups NA NA
Survey re NA NA
sults
External Fol NA NA
lowup Docu
ment
Offline Action
Accounts Activities (Appointments, New Y

Tasks, Phone Calls)
Opportunities New Y
Contacts New Y (currently not supported.)
Addresses New Y (currently not supported.)
Relationships New Y (currently not supported.)
Visits New Y
Global Block N
Set to Obsolete N
Derive Territory N
International Version N

2.8.9 Contacts Offline
This topic presents an overview of features supported for contacts in offline mode. Contacts create, edit and
 Note
In offline mode, newly created contacts show up with their temporary IDs when used in other transactions.
The details are resolved properly once you synchronize and the entries are created online.
CONTACTS
Offline Scope
Edit (directly/
via actions/via
navigation)
Tab Section Field Create Default Display Overview
Overview Header Fields Status Y N
Title Y Y
Account Y N Y N
Job title Y N Y Y
Function Y N Y Y
Department Y N Y Y
Business Ad Y Y
dress
Phone Y N Y Y
Fax Y N Y Y
Mobile Y N Y Y
E-Mail Y N Y Y
Best Reached Y Y
by
Contact Per Y Y
mission
VIP Contact Y Y
Academic Title Y Y

Edit (directly/
via actions/via
navigation)
First Name Y N Y Y
Middle Name Y Y
Last Name Y N Y Y
Extension Y N
Fields
Nickname Y Y
Language Y Y
Gender Y Y
Date of Birth Y Y
Marital Status Y Y
Engagement Y Y
Score
Building Y Y
Floor Y Y
Room Y Y
Department Y Y
from Business
Card
Addresses Addresses Business Ad Y N

dress
Personal Ad Address Y N

dress
Phone Y N
Fax Y N
Mobile Y N
E-Mail Y N

Edit (directly/
via actions/via
navigation)
Main Y N
Action Y N
Relationship Relationship Relationship Y N

Type
Business Part Y N
ner
Address Y N
Main Y Y
Relationship Y Y
Strength
Action Y Y
Activites Appointment ID Y Y
Subject Y Y
Status Y Y
Start Date/ Y Y
Time
End Date/Time Y Y
Owner Y Y
Account Y Y
Primary Con Y Y
tact
Phone Y Y
Last Changed Y Y
Created on Y Y
Document Type Y Y

Edit (directly/
via actions/via
navigation)
Action Y Y
Tasks Subject Y Y
Status Y Y
Start Date/ Y Y
Time
End Date/Time Y Y
Owner Y Y
Account Y Y
Primary Con Y Y
tact
Phone Y Y
Last Changed Y Y
Created on Y Y
Document Type Y Y
Action Y Y
Phone Subject Y Y
Status Y Y
Start Date/ Y Y
Time
Owner Y Y
Account Y Y
Primary Con Y Y
tact
Phone Y Y
Last Changed Y Y

Edit (directly/
via actions/via
navigation)
Participants Y Y
Phone Y Y
Action Y Y
Emails Subject Y Y
Status Y Y
Owner Y Y
Account Y Y
Primary Con Y Y
tact
Last Changed Y Y
Actions Y Y
Leads N N
Opportunities N N
Sales Leads N N
Sales Quotes N N
Opportunities N N
External Follow NA NA
Up Documents
Campaigns N NA
Marketing Inter NA NA
actions
Tickets N N
Marketing Per N N
missions

Edit (directly/
via actions/via
navigation)
Marketing At N N
tributes
Attachments N NA
Notes N N
Offline Action
Contacts Global Change Image N
Block N
Set to Obsolete N
2.8.10 Leads Offline
This topic presents an overview of features supported for leads in offline mode. Leads create, edit and display is
supported in the offline mode.
LEADS
Offline Scope
Detailed View
Create Screen
Edit (directly/
via actions/via
Overview Header Lead ID Y N Y N

General
External ID N N N N
Name Y N Y Y
Account Y N Y Y
Company Y N Y Y

Detailed View
Create Screen
Edit (directly/
via actions/via
Contact Y N Y Y
Contact First Y N Y Y
Name
Contact Mid Y N Y Y
dle Name
Contact Last Y N Y Y
Name
First Name Y N Y Y
of Indiv. Cus
tomer
Middle Y N Y Y
Name of In
div. Cus
tomer
Last Name Y N Y Y
of Indiv. Cus
tomer
Qualification Y N Y Y
Level
Status Y N Y Y
Consistency N N Y N
Status
Source Y N Y Y
Priority Y N Y Y
Start Date Y N Y Y
End Date Y N Y Y
Category Y N Y Y
Owner Y N Y Y

Detailed View
Create Screen
Edit (directly/
via actions/via
Owner(Sales Y N Y Y
)
Marketing Y N Y Y
Unit
Sales Unit Y N Y Y
Survey N N Y N
Score
Created On N N Y N
Created By N N Y N
Changed On N N Y N
Changed By N N Y N
Notes Y N Y Y
Sales Terri Y N Y Y
tory ID
Sales Terri Y N Y N
tory Name
Header Additional Y N Y Y
Account Name
Informa
tion Additional Y N Y Y
Name 2
Additional Y N Y Y
Name 3
External N N N N
System
External ID N N Y N
House Num Y N Y Y
ber

Detailed View
Create Screen
Edit (directly/
via actions/via
Address Line Y N Y Y
1
2
Street Y N Y Y
4
5
City Y N Y Y
Country/ Y N Y Y
Region
State Y N Y Y
P.O.Box Y N Y Y
Postal Code Y N Y Y
County Y N Y Y
Phone Y N Y Y
Fax Y N Y Y
Mobile Y N Y Y
E-Mail Y N Y Y
Web Site Y N Y Y
Latitude Y N Y Y
Longtitude Y N Y Y
Legal Form Y N Y Y
ABC Classifi- Y N Y Y
cation

Detailed View
Create Screen
Edit (directly/
via actions/via
Industry Y N Y Y
D-U-N-S Y N Y Y
Contact Per Y N Y Y
mission
Language Y N Y Y
Note Y N Y Y
Header Title Y N Y Y
Contact
Informa Job Title Y N Y Y
tion
Academic Ti Y N Y Y
tle
Additional Y N Y Y
Academic Ti
tle
Nickname Y N Y Y
External N N N N
System
External ID N N N N
Language Y N Y Y
Gender Y N Y Y
Maritcal Sta Y N Y Y
tus
Function Y N Y Y
Department Y N Y Y
Department Y N Y Y
from Busi
ness Card
VIP Contact Y N Y Y

Detailed View
Create Screen
Edit (directly/
via actions/via
Contact Per Y N Y Y
mission
Engagement Y N Y Y
Score
Building Y N Y Y
Floor Y N Y Y
Room Y N Y Y
Phone Y N Y Y
Fax Y N Y Y
Mobile Y N Y Y
E-Mail Y N Y Y
House Num N N Y N
ber
Street N N Y N
City N N Y N
Country/ N N Y N
Region
State N N Y N
Postal Code N N Y N
Note Y N Y Y
Header In ABC Classifi- Y N Y Y

dividual cation
Customer
Info. Gender Y N Y Y
Maritcal Sta Y N Y Y
tus
E-Mail Y N Y Y

Detailed View
Create Screen
Edit (directly/
via actions/via
Phone Y N Y Y
Fax Y N Y Y
Mobile Y N Y Y
House Num Y N Y Y
ber
Street Y N Y Y
City Y N Y Y
Country/ Y N Y Y
Region
State Y N Y Y
Postal Code Y N Y Y
Nationality Y N Y Y
Date of Birth Y N Y Y
Customer ID N N Y N
External N N N N
System
External ID N N N N
Title Y N Y Y
Academic Ti Y N Y Y
tle
Profession Y N Y Y
Contact Per Y N Y Y
mission
Language Y N Y Y
Initials Y N Y Y

Detailed View
Create Screen
Edit (directly/
via actions/via
Best Y N Y Y
Reached By
Prefix Y N Y Y
Products Product N N Y N
Description N N Y N
Category N Y Y N
Quantity N N Y N
Products Products Product Y N Y Y
Product ID N N Y N
Description Y N Y Y
Product Cat Y N Y N
egory
Description Y N Y Y
Category Y N Y N
Quantity Y N Y Y
External N N N N
System
External ID N N N N
Activities Appoint Subject Y Y Y N
ments
Status Y Y Y N
Start Date/ Y Y Y N
Time
End Date/ Y Y Y N
Time
All Day Event Y N Y N
Owner Y Y Y N

Detailed View
Create Screen
Edit (directly/
via actions/via
Organizer N N Y N
Email Subject N N Y N
Status N N Y N
Start Date/ N N Y N
Time
Owner N N Y N
Tasks Subject Y Y Y N
Status Y Y Y N
Start Date/ Y Y Y N
Time
Due Date/ Y Y Y N
Time
Owner Y Y Y N
Processor N N Y N
Phone Subject Y Y Y N
Calls
Status Y Y Y N
Start Date/ Y Y Y N
Time
Owner Y Y Y N
Sales & Mar Sales & Role Y N Y Y

keting Team Marketing
Team Name Y N Y N
Email N N Y N
Phone N N Y N
Primary N Y Y Y
Contacts Contacts Name Y N Y N

Detailed View
Create Screen
Edit (directly/
via actions/via
Function N Y Y N
Department N Y Y N
Phone N N Y N
Mobile N N Y N
Email N N Y N
Contact Per N N Y N
mission
Primary Y N Y Y
Contact
Involved Par Involved Role Y N Y N

ties Parties
Name Y N Y N
E-Mail N N Y N
Phone N N Y N
Primary Y N Y Y
Primary Y N Y N
Contact
Attachments Attach Title Y N Y N

ments
Type N Y Y N
Changed On N N Y N
Changed By N N Y N
Sales Quote Sales Name Y Y Y N

Quote
Relationship N N Y N
External Ref Y N Y N
erence
Status N N Y N

Detailed View
Create Screen
Edit (directly/
via actions/via
Approval N N Y N
Status
Owner Y Y Y N
Reason for N N Y N
Reject
Overall Dis N N Y N
cound(%)
Payment Y N Y N
Terms
Total Reve N N Y N
nue
Created On Y N Y N
Tickets Tickets Ticket ID N N Y N
Subject N N Y N
Relationship N N Y N
Priority N N Y N
Status N N Y N
Created On N N Y N
Assigned To N N Y N
Ticket Type N N Y N
Surveys Surveys Name N N Y Y
Status N N Y Y
Catgeory N N Y Y
Offline Actions
Leads Global Convert to N

Associate to N
Copy N
Check Consistency N
Products Add Y
Delete Y
Activities New Y
Sales & Marketing Team Add Y
Delete Y
Involved Party Add Y
Delete Y
Contact ( only when Lead us Add Y

ing existing account)
Delete Y
Sales Quote New Y
Ticket New N
Attachments Add Y
2.8.11 Service
This topic presents an overview of supported features and limitations for service in offline mode.
Offline Capabilities for Service
Here is the list of objects supported in offline mode.
 Note
Not all the validations or determinations available online are available offline.

Edit
(can edit directly

via actions/navi
Tab Section Field Create Display gation)
Work Tickets*/ Overview Y Y Y*

Tickets*
*Objects have
restrictions or
some tabs
missing
Involved parties Y
Tasks Y Y Y
Follow-Up Documents* Y* Y
Visits Y
Items Y Y Y
Services Y Y Y
Parts Y Y Y
Time Y Y Y
Expenses Y Y Y
Work Description Y Y
Sub-Tickets Y Y Y
Time Entries Y Y Y
Notes Y Y
Attachments Y Y
Assignments Y
Time Overview Y Y Y
Recording
Time Entries

Edit
(can edit directly

via actions/navi
Installed Base* Overview Y Y Y
*Objects have
restrictions or
some tabs
missing
Involved Party Y Y
Items Y Y Y
Competitor Products
List Overview Y
List (Advanced Search) Y
Quick Create Y Y
Overview Y Y
Involved Parties Y Y Y
Actions Y Y
Competitor Products Y
Items General Data Y
Location Y Y
Involved Parties Y Y
Warranty Y
Registered Overview Y Y Y
Product*
*Objects have
restrictions or
some tabs
missing
Involved Party Y Y Y
List Overview Y

Edit
(can edit directly

via actions/navi
List (Advanced Search) Y Y
Quick Create Y Y
Actions Y Y
Items Y
Tickets Y
Contracts Y
Attachments Y Y
Attributes Y Y
Stock Overview Y
List Y
Installation Overview Y Y
Points
Items Y Y
Add Item - New Y Y

Functional Location
Add Item - New Y Y

Registered Product
Involved Parties Y Y
Edit (can edit

directly via ac
tions/naviga
Tab Section Field Create Display tion)
Tickets Header Main Ticket Y Y
Ticket ID Y
Subject Y Y
Description Y Y

Edit (can edit
directly via ac
tions/naviga
Overview Priority Y Y Y
Escalation Sta Y
tus
Status Y Y
Work Progress Y
Contract Y
Ticket Type Y Y
Territory Y
Assigned To Y Y
Service Techni Y Y Y
cian
Approval Status
Service and Sup Y

port Team
Service Techni Y Y
cian Team
Channel
Channel Type
Channel ID
Source Y
Customer Customer Y Y Y
Contact Y Y Y
E-Mail Y
Phone Y
Mobile Y
Fax Y

Edit (can edit
directly via ac
tions/naviga
Gender Y
Job Title
Department
Language
Category Y
Address Y
Individual Cus Y
tomer
Account Y
Service Location Country/Region Y Y Y
Building/Floor/ Y Y Y
Room
Street Y Y Y
House Number Y Y Y
City Y Y Y
State Y Y Y
Postal Code Y Y Y
Involved Parties Name Y Y Y
Role Y Y Y
Address Y
Email Y
Phone Y
Mobile Y
Main Contact Y Y Y
Product Product Y Y Y

Edit (can edit
directly via ac
tions/naviga
Installed Base ID Y Y Y
Installation Point Y Y Y
Serial ID Y Y
Warranty Y
Coverage Y
Reference Date
Warranty To Y
Warranty From Y
Product Cate Y
gory
Survey Y Y
Description Y Y
Work Description Y Y
Category Service Cate Y Y

gory
Incident Cate Y Y
gory
Resolution Cate Y Y
gory
Cause Category Y Y
Object Category Y Y
Timeline Created On Y
Created By Y
Changed On Y
Changed By Y

Edit (can edit
directly via ac
tions/naviga
Requested Start Y Y Y
Date
Requested End Y Y Y
Date
Completion Due Y
Completion Date Y
Reported On Y Y
Reported By
Initial Review Y
Due
Initial Review Y
Completed
Next Response Y
Due
Reported On Y
Due On-site Y
Arrived On-site Y Y
Resolution Due Y
Resolved On Y Y
Last Customer
Interaction
Last Agent Inter

action
Customer Up
dated
Escalated On Y
Integration (Organiza External Sales

tional Data) Order ID

Edit (can edit
directly via ac
tions/naviga
Sales Organiza Y
tion
Sales Unit
Division Y
Distribution Y
Channel
External Ticket Y
ID
External Sales
Order ID
External Sales
System ID
Additional Information Service Level ID
Service Level
Requires Work
Sales Order Y Y Y
Sales Order Item Y Y Y
Interaction Notes Y
Ticket Items External Product Y

ID
Line Y
Parent Line Y
Product Y Y
Description Y
Work Progress Y
Processing Y Y
Invoicing Y Y
Method

Edit (can edit
directly via ac
tions/naviga
Serial ID Y Y
ERP Release
Status
Planned Quan Y Y
tity
Actual Quantity Y Y
Planned Total
Actual Total
Product Cate Y
gory
Requested Start Y Y Y
Actual Start Y Y Y
Actual End Y Y Y
Confirmed Deliv
ery Date
Total Delivery
Quantity
Service Techni Y Y
cian
Installation Point Y Y
Net Price
Changed On
Pricing Relevant
Coverage Y Y
Customer Infor Y Y
mation
Succeeding Sales Or

der
Internal Note Y Y

Edit (can edit
directly via ac
tions/naviga
Resource Overview/ Header Address Y
Scheduler
Assignments
Start Date Time Y
End Date Time Y
Status Y Y
Ticket Y
Service Techni Y
cian
Notes Y
Available Offline Actions
Tickets / Work Tickets Add attachments to tickets Y
Display notes on a new tab Y
Create Follow-Up Ticket Y
Prepopulate fields in follow- Y

up tickets
Signature capture for a ticket Y
View ticket tab from the Y

Sales Order tab
Employee, Sales Order, and Y

Sales Order Items are edita
ble
Multiple signature captures Y

(up to three signatures on a
ticket)

Ticket tab available for more Y

objects. The ticket tab now
appears in:
● Accounts
● Contacts
● Individual Customers
You can create a new ticket

from these objects.
Ticket List Level Users can scan barcode of a

registered product when off-
line, to fill in data when creat
ing a ticket
Items Tab Confirm Parts for ticket items Y
Involved Party: Y
● Add
● Delete
● Refresh
Queries for My Work Tickets Y

and Work Tickets with my In
volvement
Add Involved Party details in Y

quick create for ticket
In quick create for ticket, you Y

can add Installed Base and
Installation Point.
Time Entries New time entry enabled Y
Users can start and stop

Time recording in offline
mode
Work Ticket Items Start Work, Y
Undo Work Progress Y
Additional read-only ticket Y

fields are available
Items List Level Finish Work Y

Offline external Product ID is

enabled for Ticket Items
Time Recording Time Entries Advanced Search enabled Y
New time entries are enabled Y
Work Tickets Time Entries Time entry enabled Y
Sub-Tickets
Setting status enabled Y
Add sub-tickets to an existing Y

ticket
Add items to sub-tickets Y
Migrate sub-tickets with Y

main ticket reference
Notes Add internal notes in Notes Y

tab in offline mode
Installed Base Activate Y
Block Y
Obsolete Y
Items Activate Y
Block Y
Obsolete Y
Delete Y
Add Items (at the same level) Y
Registered Product Activate Y
Block Y
Obsolete Y
Items Activate Y
Block Y
Obsolete Y
Delete Y

Add New Registered Product Y
List Create New Ticket Y
Measurement Logs and New measurement logs and Y

Readings readings can be created
Stock Add products from van stock Y

as ticket item
Add from Stock Location Search by Product ID or De Y

scription
Installation Point Create a new functional loca Y

tion
 Note
Capture Signature is replaced with Generate Summary. Users can capture signature when generating a
ticket summary.
Offline Limitations for Tickets
● No workflow rules support offline.

● Limited availability of object actions offline.
● Limited Work Ticket/Ticket fields are editable offline.
● Available support for tickets follow-up for Work Tickets only.
● Limited data is copied for follow-up tickets only .
● Solution Finder tab is unavailable offline.
● Changes tab is unavailable offline.
● Document Flow tab is unavailable offline.
● Groups tab for tickets is unavailable offline.
● Approval tab for tickets is unavailable offline.
● Automatic Attachment Download for tickets is unavailable offline.
● Limited availability of read-only fields for tickets offline.
● Navigation link for follow-up items does not work.
● In the Work Ticket/Ticket list view, not all fields are available for Advanced Filter.
● Default/Determination for ticket items is not available offline.
● Service Category, as flat lists, is editable offline. Value help shows data correctly if user selects the
categories in sequence as follows: Parent Category Child Category .
● Involved Party for Ticket: Main indicator is not editable offline.
● Involved Party for Ticket: Determinations for main indicator is not available offline.
● Involved Party for Ticket: Only validation for unique is available offline.

● Involved Party for Ticket: No mandatory checks are performed offline.
● Involved Party for Ticket: Party determination does not take place for Ticket quick create in offline mode.
● Involved Party for Ticket: Partner, Partner Contact, and Company for involved parties for ticket is not
enabled offline.
● Currently there is no offline validation for any ticket items.
● When creating a ticket, determination of installed base, serial ID, product, and customer occurs only the
first time you select an installation point. To redetermine, relaunch the QC for the Ticket. This applies to the
ticket detail screen as well, close and reopen the ticket and select a new installation point to have the fields
repopulate automatically.
● Entering Ship-To account when creating a ticket populates neither Service Location nor Ship-To Contact
automatically.
● Contract determination is not available offline.
● Item contract determination is not available offline.
Offline Limitations for Installed Base
● When creating follow up ticket from Installed Base, determinations (such as location, service technician)
are not available.
● My Queries, based on team / territory is unavailable.
● Attachments are unavailable.
● Address determination is unavailable.
● Multilanguage support for Installed Base and Registered Product notes is not supported.
Items
● Hierarchical List for Installed Base items is unavailable. A flat list is displayed for the Items.
● Adding lower level items to an item is unavailable.
● Moving and removing items is unavailable.
● General Data dynamic fields based on category not supported.
● Add Existing Registered Product on installed base Items tab is not supported.
● Add/Delete of Involved Parties for installed base items is not supported offline.
● Creating follow up service tickets from installed base items is not supported.
Offline Limitations for Registered Products/Installation Points
● Warranty, Sales & Distribution, and User Status sections on the Overview tab is unavailable.
● Address determination is unavailable.
● Any other feature not mentioned in the supported list is unavailable.
● Registered Product Summary (PDF Preview) is unavailable.
● Add Maintenance Plan action is unavailable.
● Update Product Location action is unavailable.
● Multilanguage support for Installed Base and Registered Product notes is not supported offline.
● Personalized queries for Installed Base and Registered Products are not supported for offline data
download.

● On Registered Product Tickets tab, the Create New Ticket option is not supported offline.
● New Opportunity action is unavailable.
● Personalization done in online mode using Customer/Ship-to ID field in Advanced Find Form (Advanced
Search) of Installation Point and Serial ID Value Helps does not work offline.
● Technical ID may be visible in Customer/Ship-to fields in Advanced Find Form (Advanced Search) of
Installation Point and Serial ID Value Helps offline. On choosing another party in the Value Help, the ID
displays.List
○ My Queries based on team / territory is unavailable.
○ Export to excel is unavailable.
○ Advanced Search for Warranty and Service Technician fields is unavailable.
Items
● Actions for adding existing registered product are unavailable.

● Actions for creating follow-up service tickets are unavailable.
● Registered Product Items Hierarchical List is not supported offline. A flat list displays offline.
Offline Limitations for Stock
● My Query, based on team is unavailable.

● Contracts are unavailable in offline mode.
● Contract determination is unavailable in offline mode.
● Contract headers are unavailable in offline mode.
Offline Limitations for Resource Scheduler
Assignments
● Changing the status of an assignment in offline mode does not start automatic time entry.
● Code list restriction for Assignment External status code is not supported offline.
● Assignments are not supported in offline calendar.
Offline Limitations for Time Recording
● Time Report functionality is not available offline.

● Time Recording is available in the offline mode. The functionality provides you with the ability to auto
record time.

Offline Limitations for Contracts
● Contracts cannot be edited in offline mode.

● Only the following tabs are available in offline mode:
○ Overview
○ Involved Parties
○ Notes
○ Items
Offline Limitations for Skills
Change history is not supported for the following objects:
● Installed Base
● Registered Products
● Products
● Tickets
Any updates done on the Skills tab of one of these objects, are not displayed in the respective Changes tab. For
example, an update done on the Tickets Skills tab is not displayed on the Tickets Changes tab.
2.9 Settings, Security, and Support
Find information related to settings, security, and support in SAP Cloud for Customer.
2.9.1 Advanced Settings
Learn about all the settings you can turn off and turn in the app under Advanced settings.
Use Multiple Logon Profiles
Log into the app with different url’s in the same device and manage multiple profiles using the multiple logon
profile setting.
When you turn on this setting, you see the Manage Logon Profilesbutton in the logon page. Select it to create a
new profile. Do the same step for each tenant URL. To switch between profiles, enter your passcode and select
Manage Logon Profiles, select the necessary URL and select Logon.

You can turn on this feature under Settings (available on the logon screen as a gear icon on the top right) by
turning on the toggle switch for Use Multiple Logon Profiles under Advanced.
Calendar Integration
SAP Cloud for Customer can be integrated with the iOS and Android calendar. You can see all the native
calendar events in the application calendar, along with application events; thus providing you total visibility into
all your events. You can differentiate the native calendar events with the device icon visible under the events.
However, you can only view the native calendar events and not open them in the solution.
You can turn on this feature under Settings (available on the logon screen as a gear icon on the top right) by
turning on the toggle switch for Calendar Integration under Advanced.
Touch ID
Touch ID is fingerprint-based authentication system enabled in extended apps for iOS and Android devices. It is
easy-to-use your fingerprint instead of a passcode. You can open the app with your fingerprint instead of a
passcode and protect sensitive information. You can still use the app passcode, when needed. The app
prompts you to enable this feature on the first logon or you can enable it later from the app settings.
Touch ID setup: When you log in to the app for the first time and after you enter the passcode, you are
prompted with a message to set up your Touch ID. If you choose to set it up, Touch ID is registered successfully.
Now the Touch ID verification shows up every time you logon instead of the passcode.
Log on with Touch ID: When Touch ID is turned on, the app prompts you to verify with touch Id. When you
verify your touch Id, you are logged into the app.
Manual Enable and Disable Touch ID: You can turn on this feature under Settings (available on the logon
screen as a gear icon on the top right) by turning on or off the toggle switch for Touch ID under Advanced.
Enabling the feature prompts you to enter the app passcode again.
 Note
Touch ID is available only on devices that are set up for biometric authentication.
The Touch ID support is automatically disabled when you have setup the app not to require a passcode (via
the Security Policy).
Default Option to Open Links in Outlook and Google Maps
You’ve more than one app to open mail and address links in the extended edition apps under settings. You can
choose which app to use by default to open your mail and address links.
● In iOS, you can open mail links in the Outlook app and address links in the Google Maps app.

● In Android, you can open mail links in the Outlook app.
 Remember
The setting to choose the apps is available only if the extended app is installed on the device.
Logging
When you raise incidents for issues with SAP Cloud for Customer mobile apps, SAP may require additional
information. This option allows you to capture logs and share them for analysis. Based on the levels of logging,
different logs are captured.
● Error: By default, logging is set to Error. Here, error and warning logs are captured.
● Info: In addition to the logs captured in the Error level, information logs are captured.
● Debug: This is the highest level of logging. In addition to the logs captured in the Error and Info levels, a
snapshot of the state of certain attributes and variables used in the software is captured.
You can choose the Email Log option to share logs via e-mail.
Also, you can use the Upload Log option to upload logs directly to the server, with user and timestamp
information.
Use the Clear Log option to clear existing logs.

2.9.2 Mobile Settings
As an administrator, you can enable or disable mobile-specific features under mobile settings.
2.9.2.1 Mobile Settings
Maintain and manage settings for the mobile apps in a central location.
As an administrator, you can define and centrally maintain the mobile app settings. To do so, go to
Administrator General Settings Mobile Settings . Here you can enable or disable mobile specific
features.
General Data
All Platforms
Following settings that are available for Mobile-
1. App Version Check: App version check popup is enabled by default. If you don’t want to see the popup, you
can disable it. Disabling is mainly useful if you are using MDM to centrally deploy the apps. The app version
check is performed before or during logon and if mobile app version is older than current SAP Cloud for
Customer major release. If you are using MDM to centrally deploy the apps, then you are probably on
different time schedule and it's beneficial for you to disable app version check.
2. Phone Call Quick Create : Phone call quick create is enabled by default. You can disable it to avoid seeing
the popup whenever you dial a phone number from the app.
3. Image Upload Size : When you upload an image either from the camera or photo library, by default you
currently see the file in its original size in online mode. Your administrator can change the upload size to
either original (actual size), large (800X800), medium (600X600) or small (400X400). For example, if the
administrator sets the size to large, then all users see all of their uploaded photos in the large size. Your
administrator controls and manages the setting.
4. As an Administrator, you can change the image size by going to Administrator General Settings
Mobile Settings , and specifying the size in Image Upload Size dropdown.
 Note
This setting does not apply to images uploaded in surveys.
5. Offline Image Upload Size: When you upload an image either from the camera or photo library, by default
you currently see the file in its original size in offline mode. Your administrator can change the upload size
to either original (actual size), large (800X800), medium (600X600) or small (400X400). For example, if
the administrator sets the size to large, then all users see all of their uploaded photos in the large size. Your
administrator controls and manages the setting.
As an Administrator, you can change the image size by going to Administrator General Settings
Mobile Settings , and specifying the size in Offline Image Upload Size dropdowns.

 Note
This setting does not apply to images uploaded in surveys.
6. Updates by Administrator :
When a user is using MDM/MAM solution or Sideloading, he or she cannot download the app from the app
store. The administrator controls the distribution process for installing the new app version. Thus, if app
update requires a new (native) app version and the user is using MDM/MAM/Sideloading, he or she should
contact the administrator.
As an administrator, you can select the checkbox Updates by Administrator under the Mobile Settings for
the users to contact you for making app updates.
7. Disable Image Upload from Device Folder/Gallery: Your administrator can choose to allow or forbid
uploading images from the device folder/gallery, to ensure that real-time pictures are taken during store
visits. This configuration can be further customized by role or country.
Your administrator can enable the setting under Administrator General Settings Mobile Settings
General Data Image Upload Restrictions .
8. Refresh Token Expiration: The refresh token expiration period is the time till a refresh token is valid. By
default, the refresh token expires after seven days. However, it can be set in the range from 1 to 365 days.
Your administrator can enable the configuration under Administrator Mobile Settings General
Data and then by selecting the checkbox Refresh Token Expiration.
9. Disable Automatic Refresh Token Renewal : Use this setting to disable the renewal of all issued refresh
tokens. Every refresh token issued with a user authentication, has a configured validity time in days. The
system does not automatically extend the validity time when this refresh token is used in the mobile
devices, while still valid. Therefore, you are required to use your user credentials or SSO credentials to
authenticate and obtain a new valid refresh token. Your administrator can enable the configuration under
Administrator Mobile Settings General Data and then by selecting the checkbox Disable Automatic
Refresh Token Renewal.
10. OAuth Token Expiration:
The OAuth token expiration period is the time till an OAuth token is valid. You can directly log on to the
system on your mobile device with a valid OAuth token. If the OAuth token expires, the mobile app requests
for a new OAuth token with the valid refresh token. However, if the refresh token expires, or the
administrator revokes or deletes it, then you log on with username and password or single sign-on, to
obtain a new, valid OAuth token and refresh token. By default, the OAuth token expires after one hour.
However, it can be set in the range from 1 to 24 hours.
Your administrator can enable the configuration under Administrator Mobile Settings General
Data and then by selecting the checkbox OAuth Token Expiration.
 Note
Issuing a short-term OAuth access token with long-term refresh token provides a good end user
experience and security.
An administrator can view and revoke active tokens under Administrator Mobile Settings Manage
Refresh Tokens .
11. Auto Logoff Notification (Android and iOS) :
Your administrator can configure a device notification to alert you when SAP Cloud for Customer app is
about to log off.
Your administrator can enable the setting under Administrator Mobile Settings and then selecting
by checkbox Auto Logoff Notification.

12. Certificate Pinning (Android and iOS) :
Certificate Pinning is a security mechanism to prevent impersonation by attackers using mis-issued or
fraudulent certificates. By default, certificate pinning is automatically turned off for all the users. The
administrator can enable certificate pinning in the mobile apps. However, if you don’t want to use this
feature, select inactive under the dropdown list.
 Note
This pilot setting may change in a future release.
Your administrator can enable the setting under Administrator Mobile Settings General Data
Certificate Pinning
For iOS
Caller ID: This setting enables the SAP Cloud for Customer app to provide Caller ID on iOS when a user receives
a call. The user’s phonebook contacts are not affected.
As the administrator, you can enable the caller ID functionality under Administrator Mobile Settings
General Data Caller ID . For the feature to work in iOS, please ensure that that user also turns on the
following toggle switch - Allow These Apps to Block Calls and Provide Caller ID (Cloud4CustEx) under iOS
Settings -> Phone -> Call Blocking & Identification.
 Restriction
● Contacts are encrypted and stored locally on the phone. The downloaded data is automatically deleted
seven days after the last logon.
● This feature is only supported for phone numbers under My Contacts
● You must have a passcode set on your iPhone for the feature to work.
● This feature is currently not available for users in Mainland China.
● A maximum download of 5000 contacts is supporetd for caller ID.
Spotlight Search Integration: Spotlight search is a fast desktop search that allows you to organize and search
items. It makes the content more discoverable and enhances the user experience. Spotlight search integration
is disabled by default. Enable spotlight search to see the opened items in the app.
 Note
● Only your recently opened and viewed items in the app show up in spotlight search.
● Searched items are stored only for three weeks.
● Spotlight search results for the app are hidden on password protected devices, till the user enters
device password.
Disable Clipboard: Your administrator can disable the copy, paste, and share functionalies in the mobile apps.
Disabling this feature prohibits copying, pasting, and sharing from the SAP Cloud for Customer mobile app to
other mobile apps. Copying, pasting and sharing are available only within the mobile app. Your administrator
can enable the setting under Administrator Mobile Settings and then by selecting the checkbox Disable
Clipboard.

MDM-Managed Devices
You can restrict SAP Cloud for Customer mobile logon and /or offline access to only the managed mobile
devices via Mobile Device Management (MDM).
Before selecting the checkbox, please confirm that the configuration key for the mobile device is maintained in
your MDM providers management console. Confirmation is a requirement. Additionally, add the key
information under Device Group.
Your administrator can enable the setting under Administrator Administrator Mobile Settings MDM
Managed Devices and then by checking the checkbox Enable Restrictions. This setting restricts SAP Cloud
for Customer mobile logon and/ or offline access to only the managed mobile devices via Mobile Device
Management (MDM).
 Remember
When the setting is enabled, SAP Cloud for Customer blocks all mobile app access unless one of the tokens
keys has been propagated to the mobile device via an MDM solution.
 Note
Please consult your MDM solution documentation and plan so to avoid service disruptions. On the next
restart of the mobile app, the setting is enforced.
You can use multiple active tokens (keys) to segment users into groups. For example, you could generate a new
token specifically for a group of consultants that only need access for the next 90 days.
Push Notifications
1. Approval Tasks: You can receive push notifications for approval tasks and open the business object in
approval by clicking on the push notification.
Your administrator can enable the setting under Administrator Administrator Mobile Settings Push
Notifications and then by checking the checkbox Approval Tasks. This setting provides a convenient way
to receive a push notification, whenever an approval task gets created, and navigate to the respective
business object.
Quick Actions in Push Notifications for Approval Tasks:
Push action buttons makes it easier for you to interact with your app directly from an iOS, Android, or
Windows push notification. Instead of engaging with the app by tapping the notification and triggering the
app to open up, you receive a push with action buttons for approval tasks.
The added quick actions option makes it easier for you to engage with push notifications and supports a
more responsive, personalized experience.
 Note
For administrators - Quick actions in push notifications require OAuth-based authorization. It is

recommended to have a long validity period for the OAuth refresh token to ensure successful quick
action execution for push notifications.

2. Business Task Management (BTM) Update: You can receive push notifications to your mobile device when
workflow conditions are met upon every update. The push notification on workflow updates ensures that
mobile users receive notification in real-time regarding critical processes. Earlier to this release, if a
workflow condition was met, a new mobile push notification wasn't sent until expiry of the BTM task.
As a prerequisite to enable the feature, your administrator must go to Administrator General Settings
Mobile Apps Management Mobile Settings Push Notifications and turn on the toggle switch Business
Task Management (BTM) Update Enabling the setting ensures that all notification updates are received.
However, this will lead to an increased and potentially confusing number of push notifications for the users.

2.9.2.2 Manage Refresh Tokens
An administrator can view, delete and revoke active tokens under Administrator Mobile Settings Manage
Refresh Tokens .
2.9.3 Smartphone Settings
Things to keep in mind for the administrator when working with a smartphone.
Use adaptation to bring the main navigation target as the first column. For example in account result set,
ensure that the first column is Account Name, as account name is used to navigation to account detail view. If
you configure, for example, Account ID field as first column, which is not a link, then no navigation will be
triggered from chunk view.
The last visualization (List View, Chunk View, Map View, and so on) used on a specific device, is saved and loads
the same view next time. For example, if for account data set, you selected map visualization, then next time
you click the account data set, the system loads the Map view, instead of List view.
The last visualization is device and user-specific, for the following reasons:
● Users may prefer a chunk view on tablet because of better touch experience and list view on desktop.
● Same visualization may not be available on every device. For example, in smartphone there is no list view,
instead condensed chunk view is available. For some tables, the user may need both field description and
value, but in some other tables only displaying values might be desired.
● Functionally a user might prefer a map view on tablet vs list view on desktop.
As these preferences are user-specific for the device, the system saves only the last visualization on each
device. If the user changes the device, these preferences will have to set again.
2.9.4 Working with Android Permissions
Learn how the different permissions work in Android from version 6.0.
From Android version 6.0 onwards, you will see user permission access pop up dialog for the features requiring
specific permissions.
 Note
: To work correctly with the expected behavior within the solution, you should always choose to allow the
permissions. If not allowed, the app's behaviors will not work properly.
Following is the permission groups for SAP Cloud for Customer app-
● Calendar
● Camera
● Contacts
● Location

● Storage
Specific permission access dialog only shows up the first time if you choose to permit it. If you choose to deny,
the dialog will show up the next time when permission is required.
 Note
You can check the check box Never show this if you don’t want to see it again. With this selection, the
feature will not work. In case you decide to change the permission, you can do so by going to Settings
Applications Application Manager Cloud4CustEx Permissions and select the permission group you
want with the toggle switch.
2.9.5 Managed App Configuration support
When using external Mobile Device Management (MDM) tools, you have the possibility to set certain
configuration keys and values in the MDM provider’s management console and they will be pushed to the app.
Prerequisite: Distribute app via an MDM vendor that supports iOS or Android Managed Configuration.
Different configuration logon profile set-up options are:
 Note
Step 1-3 are only relevant for defaulting new logon profile.
1. Pre-set a default system URL if this URL is provided by the MDM tool and the field value itself is not empty.
2. Pre-set user name if the field is provided by the MDM tool and field value itself is not empty.
3. Pre-set remember password option if the field is set to YES by MDM tool.
4. Use Classic SSO to resolve issues with customers using MobileIron/Citrix MAMs.
You have to navigate to new logon profile screen manually. When screen opens the default values are applied.
Default values will not be applied for consecutive openings of new logon profile screen.
Currently the ManagedAppConfig.plist has following example entries:
Example Value as
Scenario Key Type Place Holder iOS Release Android Release
Pre-set a default systemurl String https:// 1702 1802

system URL if this my000000.crm.o
URL is provided by ndemand.com
MDM tool and the
field value itself is
not empty.

Example Value as
Scenario Key Type Place Holder iOS Release Android Release
Pre-set user name username String mobilityUserAlias 1702 1802

if the field is pro
vided by MDM tool
and field value it
self is not empty.
Pre-set remember rememberpass Boolean YES 1702 1802

password option if word
the field is set to
YES by MDM tool.
Use Classic SSO classicSSO Boolean NO 1702 1802

which will use In
AppBrowser in
stead of Safari
ViewController/
ChromeCustom
Tabs to initiate IdP
authentication
(only used for spe
cific customers us
ing MobileIron/
Citrix.
By default certifi- disablecertificate- Boolean YES 1805 1805

cate pinning is dis pinning
abled. Customer
with MDM can en
able certificate
pinning via Man
aged App Configu-
ration by setting
disablecertificate-
pinning to false.
Set devicegroupi devicegroupidenti String 1805 1805

dentifier to indi fier
cate managed de
vice(s) for MDM
Restrictions.

2.9.6 Defining External iOS/Android/ Windows App
Navigation
Learn how to enable your other iOS/Android/ Windows apps to launch SAP Cloud for Customer.
By using the custom URL schemas for app to app integration for external apps, outlined below, you enable your
other iOS/Android/ Windows apps to launch SAP Cloud for Customer when displaying item information.
Clicking on the web link in a mail app or in the mobile safari browser will invoke and launch the SAP Cloud for
Customer application and can be used by business users to navigate directly to specific items in the solution
that require their attention.
 Note
This feature is also supported in offline.
Table describing the available custom url schemas and the scenarios.
Custom url scheme exam

Scenario Operation ple Parameters
To set default values for new Setup c4cex://setup?system ● Systemurl: tenant url
logon profile url=https://my<tenantnum ● Username: user alias
ber>.crm.onde ● rememberPassword:
mand.com&username=mo true or false
bility&rememberPass
word=true c4cex://open?  Note
wocview=/BYD_COD/Sales
● No effect when user
OnDemand/Account/UI/
is already logged in.
COD_Ac
● User has to navigate
count_WCV.WCVIEW.uiwoc
to new logon profile
view
screen manually.
When screen opens
the default values
are applied. Default
values will not be
applied for consecu
tive openings of new
logon profile screen.
To navigate to work center Open c4cex://open?wocview=/ Name of the work center

view BYD_COD/SalesOnDemand/ view
Account/UI/
COD_Ac  Note
count_WCV.WCVIEW.uiwoc No effect in case work
view center view does not ex
ist / is not available

Custom url scheme exam
Scenario Operation ple Parameters
To navigate to the details Inspect c4cex://inspect? ● **TT: Thing type, for ex
screen of the associated item tt=COD_AC ample COD_AC
COUNT_TT&uuid=00163E02 COUNT_TT or COD_OP
EF341EE1BB93B81042A1132 PORTUNITY_THING
D TYPE, etc.
● Uuid: node i.d. of the as
sociated item
● i.d: Internal id of the as
sociated item
 Note
● Specify either uuid
or id parameter
● No effect if the work
center view or spe
cific item is not
available.
** Item types supported in online mode
Item type Technical Name Works with node id Works with internal id
Accounts COD_ACCOUNT_TT X X
Contact COD_CONTACT_TT X X
Employee COD_EMPLOYEES X X
Product COD_MATERIAL X X
Opportunity COD_OPPORTU X X
NITY_THINGTYPE
Limitation
Invoking custom URL scheme while app is showing the login screen will have no effect (other than opening the
app). Login page will be shown only if user did not specify option Remember Password during logon profile
setup and therefore user has to enter password in subsequent attempts to login.

2.9.7 Security
Learn about security related information for the solution.
For information about security topics, see SAP Cloud for Customer Security Guide
We recommend setting a passcode lock for your device, especially if you work offline, as data is stored on the
device. It is mandatory to have a device lock for Android.
To delete stored data, select Erase Synchronized Data.
2.9.8 Report an Incident

Find out how to report issues with the app.
Context
You can choose the following method for reporting issues with the app:
Report an Incident
For most app related issues, we recommend you report an incident.
 Note
Reporting an incident is supported in online mode only.
On iOS devices, you can run into a blank screen situation sometimes. It is caused by insufficient system
resource and requires a restart. In such a case, you will get a special screen with an informational message "
Insufficient memory resources" and a restart button. Please select restart to resolve the issue. Also, if you
leave the app in the background or the device locked for a long period, you might get the blank screen.
Procedure
1. Navigate to the screen where you are experiencing the issue.
2. Select the User menu .

3. Select Report Incident.
4. On the Subject line, enter a short description of the issue. Then enter a full step-by-step description in the
space that follows.
5. Choose how serious the issue is and then select Done to submit the incident.
 Note
To track the status of your incidents, go to the user menu icon , choose Profile Incidents

2.9.9 Impact of Network Switch
Learn about the effect of a network switch in the solution.
When you switch the network (from LTE/4G/3G) while processing a request, the network drops for few
milliseconds and then reconnects. In this time period, no response is received as the request being processed
is disrupted. So, the app freezes or shows the busy bee sign.
The busy bee sign shown is local to the respective screen and is not applicable for the entire app. For example,
it might come up in value selection window, quick create, list, or detail view screen. In such cases, you can close
the respective screen if the request takes more time. However, if you are in the middle of a transaction, it might
cause data loss.
Nonetheless, the occurrence of such scenarios (network drop or switching while in the middle of processing
the request) is minimal.
2.9.10 In-App Auto Updates
If there are application updates, you have the option to make the updates on the user interface.
SAP Cloud for Customer is a hybrid app built using HTML5, CSS , JavaScript, and then wrapped in the native
application using the Cordova platform. So, if there are in-app updates (download of HTML, JS and CSS
resources), you can download it directly from the cloud by selecting User Menu Check Update and
confirm the download. Therefore, app update from respective app store is not required every time till there is
native fix.
After the update is completed, you can upgrade immediately. If you choose not to upgrade, then the system will
do the upgrade automatically the next time you restart the application. With this feature the emergency
patches and hotfix collections can be updated on the client application as soon as they are available on cloud.
Minimum app version required for an emergency patch or hotfix collection update is maintained in SAP HANA
Cloud Platform. In case app updates are available, you are informed to update the app.
However, if you are using MDM/MAM solution or Sideloading then you cannot download the app from the app
store. The distribution process is controlled by your administrator for installing the new app version. Thus, if
app update requires a new (native) app version and you are using MDM/MAM/Sideloading, your administrator
can check the check box Updates by Administrator under the Mobile Settings.
Please note the following information-
● Updates are only available if emergency patches are deployed for a certain hotfix collection.
● Updates are only available for hotfixes in the same release, if there is no native fix.
● New release requires app update from the store.
2.9.11 App Version Information
Learn how to see the app version information for mobile devices.
The administrator can enable app version information in the user logon activity report in three steps:

1. Enable performance and usage monitoring under business configuration.
2. Add app version, client type, device type fields to the report view under business analytics.
3. Launch user logon activity report under Administrator General Settings Usage and Response Time
Statistics for regular updates.
Step 1: Administrators can enable app version information in the user logon activity report by adding
Performance and Usage Monitoring to your project scope. Go to Business Configuration Implementation
Projects and select your project. Click Edit Project Scope Performance and Usage Monitoring Scoping
Administration and under User ID and IP information tracking select the checkbox next to the scoping item
for using performance and usage monitoring.
Step 2: Launch user logon activity report under Business Analytics Design Reports work center view to
add App Version, Client Type, Device Type fields to the report view by doing the following steps:
1. Search and open the report name User Logon Activity.
2. Run the report.
3. Select the View tab and click the add icon.

4. Add App Version, Client Type, and Device Type under Characteristics Other and click OK.
5. Add these fields to the report by selecting + icon under Row Fields.
6. Add App Version, Client Type, and Device Type fields to the report and click OK.
7. A new report (COD_USER_LOGON_ANA_Q0001 (modified)) is created with the addition of new fields.
8. Click the icon … and save the report as Mobile User Logon Activity.

Step 3: Launch User Logon Activity report from Administrator General Settings Usage and Response
Time Statistics for regular updates by downloading the report.
To download the report.
1. Click analyze data icon.
2. Switch to Mobile User Logon Activity view.

3. Choose a report download option under the … icon to download report.
2.10 How-to's
This section covers the operational tasks you need to accomplish with the app.
2.10.1 Export to Microsoft Excel for Android (Samsung

tablet) and iPad
Details on how the Export to Microsoft Excel feature works on SAP Cloud for Customer for Android and iPad.
Steps to Export to Microsoft Excel:
Prerequsite: Install Microsoft Excel and Google Sheets apps.
 Note
This feature is not supported in reports.
1. Log into the app.

2. As an example, open Sales Quote and select the more actions icon.
3. Select Export to Microsoft Excel from it. A pop up opens.
4. Select Download to download the file.

On SAP Cloud for Customer for Android (Samsung tablet)
● System shows available apps to open the file.

● Choose Google Sheets or Microsoft Excel to open the file.
On SAP Cloud for Customer for iPad
● System shows a preview with only 2 columns.

● Tab screen to get more Options.
● Choose Microsoft Excel to open the file.
 Note
Microsoft Excel mostly works fine, but it can fail when the server generates the file format errors.
2.10.2 Upload Files from iCloud
You can upload files from iCloud drive as attachments in the mobile app on iOS devices. To use it, go to Add
Local File Browse iCloud Drive . As a prerequisite, you enable and configure the iCloud Drive in the iOS
system. To do so, go to Settings iCloud sign-in with your iCloud name and password. Then, merge data
and enable the iCloud service for SAP Cloud for Customer app.
2.10.3 Work with Attachments in Offline
Uploading or adding attachments is now available offline.
Offline Attachment Support
Upload and download
Uploading or adding attachments is now available offline. To add an attachment in offline mode, do the
following:
1. Choose Add under Attachments.
 Note
Maximum file size upload limit for offline attachment is 2 MB.
2. Upload from the Local File.

 Note
To view and download attachments online mode, choose User profile Sync Now . This will upload the
offline-created attachments to the server, so all other users could access them, just like an attachment
created in on-line mode.
2.10.4 Work With Maps
Learn how to use the map feature based on Google maps that provides data with an interactive map in different
objects.
Selecting the Map view displays the addresses from the solution as pins on the map based on the business
object you choose for the map view, and is fully navigable. The map view results are displayed with pagination.
 Note
In the Fiori client, you use Google maps.
The following obejcts are supported for map view:
● Accounts
● Visits
● Tours
● Route Planning
● Activity List
● Appointments
● Tickets
● Work Tickets
● Ticket Hierarchy
● Target Groups
● Assignments
● Installed Base
● Registered Products
● Utilities Premise (object and tab)
Map Settings
You launch the map settings by selecting the map icon on the right bottom corner of the map. Here you can
define the Map Style and enable or disable different controls on the map with Map Buttons.
Map Style
Map style allows you to choose a map type to display. Default view is selected and you can see the elevation of
the landscape, like mountains and canyons by enabling terrain. Contour lines overlaid on the map show
elevation and gray numbers show altitude. The other view is the Satellite view with aerial imagery of landscape.
You can turn on the label to see the tagged areas in the aerial view.

Map Buttons
The Map contains user interface elements to allow user interaction with the map. These elements are known as
controls and you can enable or disable these controls in your application. Alternatively, you can do nothing and
leave it to the defaults.
Below is a list of controls you can use in your maps:
● Zoom in/Out control displays as icons (+ and -) in the top right corner of the map and is used for changing
the zoom level of the map.
● Current location icon displays your existing position.
● Street View control can be enabled for street view.
● Search Nearby is available when you select the Search Nearby button. You can cancel the search by
selecting the Nearby X button. Search nearby captures a radius of 25 miles around your current location.
● Search Map Area is available when you pan or zoom the map. You can turn on the search by selecting
Search Map Area button on the map and cancel by selecting Map Area Search X button. Search map area
takes the visible area of the map and finds objects within the area.
 Note
Search nearby and search by area functionality is available in map and is supported in the following map
views:
● Accounts
● Visits
● Route Planning
● Appointment
● Installed Base
● Registered Product
Nearby Search and Search by Area feature is not enabled by deafult and requires the administrator to
enable it under Adapt Company Settings General and select the checkbox Enable Nearby Search
and Search by Area on the Map.
Map Pins
 Note
Please maintain the latitude and longitude information for objects. Otherwise, the map pins don't show up
in the search nearby and search by area mode. For more information see the link:
Map pins are shown in two different colors based on the account role. A blue color map pin represents a
customer and a purple color map pin represents a prospect. With this color coding feature, you can quickly
identify and distinguish between a customer and a prospect account on the account map.
 Note
This feature is available only on the account map view for the account roles customer and prospect. Any
other roles maintained show up in the default blue pin color.

2.10.5 Open URLs in the App Instead of the Browser
Universal links are supported in iOS and Android apps.
Clicking on the app link opens the mobile app and navigates to the object, if applicable, instead of the link
opening in the system browser.
On iOS, if tapping the app url opens the app in Safari instead, long press on the link and choose Open in
"Cloud4CustEx". iOS then remember your selection for subsequent taps.
2.10.6 Action Buttons in Push Notification not Working
When I click the push action buttons, nothing happens.
Your quick action buttons execution may have expired. Please contact your administrator.
2.10.7 Set-up Face ID in iOS
Learn how to set-up Face ID in iPhone X or later.
Context
Apple supports only Face ID for iPhone X or later series devices. Since there is no support for touch ID in
iPhone X or later devices, we have adapted the Face ID feature to support the security and for better user
experience.
Steps to set up Face ID:
Procedure
1. If face ID is not set-up in your device, follow the steps in the link to set it up https://support.apple.com/en-
in/HT208109 .
2. Download the app, setup the profile, and login.
3. Tap the username and log off.
4. Tap the settings icon (available on the logon screen as a gear icon on the top right) and turn on the toggle
switch for Use Multiple Logon Profiles under Advanced settings.
5. Selected options are enabled and app pops up request to setup passcode. Setup the passcode, select Save
and then Yes.
6. Passcode is set and the app shows a pop up requesting if you want to set the Face ID as a passcode.

7. To unclock the app, hold the device and glance at it.
2.10.8 Receive Push Notification for Workflow Rules( iOS and

Android)
Receive push notifications for workflow rules in iOS and Android mobile devices.
You can receive push notifications for workflow rules when the administrator selects the checkbox Send Push
Notification under Administrator Workflow Rules . Whenever the workflow conditions are met, push
notifications are sent on your mobile device.
Push notification can be set for each workflow rule that you want to act on. The device receives push
notifications as long as you are logged into the system in the last three days.
Clicking on a notification opens the app and navigates directly to the notification object. The app badge to
indicate a new, unread notification is updated only after logging into the app and is displayed within the app as
well.
2.10.9 Upload a Large Number of Images as Attachments

(iOS)
There’s a new custom camera control feature that allows you to take and upload 60 pictures as attachments.
Steps to use the custom camera control are -
● Go to iOS Settings.
● Tap on Cloud4CustEx.
● Toggle the switch Use C4C Camera.
● The camera triggered from the C4C app is the new camera control that allows you to upload a large
number of attachments.
2.10.10 Use One-Click Dial-in for Phone Links With

Extensions
Clicking on a phone number with extensions (passcode or extension number), on your smartphone,
automatically dials the full number sequence.
With one-click dialing, you can easily dial phone numbers from the phone and don’t have to remember long
codes. For example, a US-based phone number like 23456789016789 is saved as +1 234-567-8901 and then
the extension 6789. With the 2005 release, you don’t have to dial the number and then the extension. The 10
digits after +1, are saved as +1 234-567-8901;6789 and automatically dialed. The feature is applicable only for
the US North American Numbering Plan Administration (NANPA) phone numbers.

Currently, the feature is supported on the following screens:
● Accounts > Contacts List

● Contacts > Dataset List
● Lead and Opportunity > Involved Parties
 Restriction
This is a phased release feature and you need to create an incident to activate the feature.
2.10.11 Upload Multiple Photo Attachments
You can take multiple photos at one time and upload them to the app both in online and offline mode.
 Note
You can upload a maximum of five attachments at a time, both from your phone's gallery and camera.
● The maximum file size upload limit per offline attachment is 2 MB.
● The maximum file size upload limit per online attachment is 5 MB.
You can also select multiple photos from the device’s file gallery and upload it at one time. You need to enter
details (description, name) for each file. Upload of multiple attachments at once provides improved usability for
mobile sales reps.

2.10.12 Calling and Messaging from Various Applications
Send messages or make phone calls via different apps that are installed on your android device.
When you long press on a contact number in SAP Cloud for Customer mobile application, you are provided with
a list of applications that support messaging and calls. You can use any of the applications installed on your
device to perform this action.
2.11 Conversational Sales Assistant
Use the conversational sales assistant on your smartphone, to streamline repetitive processes, execute on
critical leads and opportunities, and gather key insights from meetings.
Prerequisite: Speech Recognition and Microphone are enabled on your phone, and can be accessed from the
SAP Cloud for Customer mobile application.
Using the Sales Assistant, you can simplify your daily tasks to a large extent. It helps you perform tasks such as
creating follow-up meetings, viewing open opportunities, and much more. This is all possible in a few seconds,
using simple voice commands. However, you can also use the keyboard or touch actions.
The following languages are supported:
● English
● German
● Spanish
● French
● Portugese

Supported Commands
The following table provides you with a list of commands that you can use in the Sales Assistant.
Commands Command Variations Description
Brief me on the account ● Brief me Get a brief overview of any customer

● Brief me on <account name> account.
● Give me details for <account You can also view the account brief
name> from within an opportunity or lead as
● Show details about <account well.
name>
● Give me details for the customer
● Find me details for <account
name>
● Fetch me details about <account
name>
● Can you tell me about <account
name>?

Show me open deals ● Show me details Get information on the deals open in a
● Show my Q2 open deals quarter, or deals closing the current
● Fetch all Q1 deals month.
● Show me deals closing this month Use the See All option to view the entire
● Show me this quarter deals for list.
<account name>
Create meeting ● Schedule a meeting Schedule a meeting or an appointment.

● New meeting
This is applicable for Account, Opportu
● Set a meeting nities and Leads.
● Create an appointment
● New appointment
● Schedule appointment
● Create meeting with <account
name>
● Schedule a meeting with <account
name>
● Create an appointment with <ac
count name>
Add note ● I want to add a note Add a note to any meeting or opportu
nity by using voice or text.
● Dictate a note
● Add a note to this opportunity
● Add a note to this meeting
● Add note
● Add a note
Next meeting details ● What is my most recent meeting? Get information on your next meeting,
or on your most recent one.
● Pull my latest meetings
● What is my most recent meeting?
Last meeting details ● Show me last meeting with <ac Get details such as opportunity, ac
count, notes and time of your last meet
count name>
ing opportunity.
● What was my last meeting?
● Last meeting with <account
name>
Open Opportunities ● Show me opportunities Get all information on opportunities in a

quarter or a specific month. You can
● Show me opportunities closing this
also get a list of opportunities that need
month to be closed in the current month or
● Show my Q2 open opportunities quarter.
● Fetch all Q1 opportunities
● Show me this quarter opportuni
ties for <account name>

Call contact ● Call Call a contact for which details are

maintained under Lead Contacts in SAP
● Make a call
Cloud for Customer application.
● Dial
● Reach out
● Contact
● Make contact
● Communicate
● Talk
● Ring
● Place a call
● Beep
● Drop a line
Cancel ● Get out Cancel an ongoing task.
● Stop
● Abandon
● Contact
● Scrap
● Drop
● Never mind
● Quit
● Start over
 Note
● You can only see the details pertaining to the leads, opportunities, or accounts that have been added
under My Accounts.
● Abbreviations or short forms are not supported in the text mode. For example, 30 min must be entered
as 30 minutes.
2.11.1 Scope and Configure Sales Assistant
Administrators can enable Sales Assistant for your project.
Your administrator can enable this feature as follows:
1. Go to Business Configuration Implementation Projects .

2. Select your project and navigate to Edit Project Scope Questions Communication and Information
Exchange Integration with External Applications and Solutions Integration Scenarios with Cloud
Solutions from SAP Integration with SAP Sales Cloud, intelligent sales add-on , and select the checkbox
for the question Do you want to use Sales Assistant in your mobile apps?

 Note
This option is available only on purchasing the SAP Sales and Service Core, Intelligent Sales Execution Add-
on.

Important Disclaimers and Legal Information
Hyperlinks
Some links are classified by an icon and/or a mouseover text. These links provide additional information.
About the icons:
● Links with the icon : You are entering a Web site that is not hosted by SAP. By using such links, you agree (unless expressly stated otherwise in your
agreements with SAP) to this:
● The content of the linked-to site is not SAP documentation. You may not infer any product claims against SAP based on this information.
● SAP does not agree or disagree with the content on the linked-to site, nor does SAP warrant the availability and correctness. SAP shall not be liable for any
damages caused by the use of such content unless damages have been caused by SAP's gross negligence or willful misconduct.
● Links with the icon : You are leaving the documentation for that particular SAP product or service and are entering a SAP-hosted Web site. By using such
links, you agree that (unless expressly stated otherwise in your agreements with SAP) you may not infer any product claims against SAP based on this
information.
Videos Hosted on External Platforms

Some videos may point to third-party video hosting platforms. SAP cannot guarantee the future availability of videos stored on these platforms. Furthermore, any
advertisements or other content hosted on these platforms (for example, suggested videos or by navigating to other videos hosted on the same site), are not within
the control or responsibility of SAP.
Beta and Other Experimental Features

Experimental features are not part of the officially delivered scope that SAP guarantees for future releases. This means that experimental features may be changed by
SAP at any time for any reason without notice. Experimental features are not for productive use. You may not demonstrate, test, examine, evaluate or otherwise use
the experimental features in a live operating environment or with data that has not been sufficiently backed up.
The purpose of experimental features is to get feedback early on, allowing customers and partners to influence the future product accordingly. By providing your
feedback (e.g. in the SAP Community), you accept that intellectual property rights of the contributions or derivative works shall remain the exclusive property of SAP.
Example Code
Any software coding and/or code snippets are examples. They are not for productive use. The example code is only intended to better explain and visualize the syntax
and phrasing rules. SAP does not warrant the correctness and completeness of the example code. SAP shall not be liable for errors or damages caused by the use of
example code unless damages have been caused by SAP's gross negligence or willful misconduct.
Bias-Free Language
SAP supports a culture of diversity and inclusion. Whenever possible, we use unbiased language in our documentation to refer to people of all cultures, ethnicities,
genders, and abilities.

162 PUBLIC Important Disclaimers and Legal Information
Important Disclaimers and Legal Information PUBLIC 163
www.sap.com/contactsap
© 2022 SAP SE or an SAP affiliate company. All rights reserved.
No part of this publication may be reproduced or transmitted in any form

or for any purpose without the express permission of SAP SE or an SAP
affiliate company. The information contained herein may be changed
without prior notice.
Some software products marketed by SAP SE and its distributors

contain proprietary software components of other software vendors.
National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for

informational purposes only, without representation or warranty of any
kind, and SAP or its affiliated companies shall not be liable for errors or
omissions with respect to the materials. The only warranties for SAP or
SAP affiliate company products and services are those that are set forth
in the express warranty statements accompanying such products and
services, if any. Nothing herein should be construed as constituting an
additional warranty.
SAP and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP
SE (or an SAP affiliate company) in Germany and other countries. All
other product and service names mentioned are the trademarks of their
respective companies.
Please see https://www.sap.com/about/legal/trademark.html for

additional trademark information and notices.
THE BEST RUN

Mobile Sap

Uploaded by

Copyright:

Available Formats

Mobile Sap

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Mobile Sap

Uploaded by

Copyright:

Available Formats

PUBLIC

SAP Cloud for Customer

SAP Cloud for Customer Mobile Apps

THE BEST RUN

1 About Mobile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

SAP Cloud for Customer Mobile Apps

SAP Cloud for Customer Mobile Apps

● SAP Cloud for Customer for iPad

● Mobile edition is included with the solution license.

SAP Cloud for Customer Mobile Apps

Graphical navigation for SAP Cloud for Customer mobile apps.

● Features Supported by Platform [page 8]

SAP Cloud for Customer Mobile Apps

2.1.1 Minimum Network Requirements for Mobile Devices

2.1.2 Mobile Device Performance

2.1.3 SAP Cloud for Customer Applications

SAP Cloud for Customer Mobile Apps

Smartphone Device Requirements (Effective End of Jan 2021)

Supported Operating Recommended Device Supported Device Minimum Hardware

SAP Cloud for Customer Mobile Apps

2.2 Features Supported by Platform

Learn about the the list of features supported by platfrom

Feature iOS Android Windows

3D touch to switch between ✔ ╳ ╳

App Version Check ✔ ✔ ✔

In App Auto Update ✔ ✔ ✔

SAP Cloud for Customer Mobile Apps

Passcode and Logon Profile, ✔ ✔ ✔

Location-based Visit Check­ ✔ ✔ ✔

Managed App Configuration ✔ ✔ ╳

Generate Local Summary ✔ ✔ ✔

Custom URI support ✔ ✔ ✔

Push Notification for appro­ ✔ ✔ ╳

Push Notification for quick ✔ ✔ ╳

Download and show file ✔ ✔ ✔

MDM Managed Device Re­ ✔ ✔ ╳

Business Card Scanner ✔ ✔ ✔

Mashup Links Open in Sys­ ✔ ✔ ✔

Attachment Auto Download ✔ ✔ ✔

Split Screen Multitasking ✔ ✔ ╳

SAP Cloud for Customer Mobile Apps

Learn how to install the solution in browser and apps.

Then, to log on to the screen do the following:

1. Enter the URL.

For Browser You manually change the access URL to https://

Use the parameter client_type=newhtml. For ex­

For Apps https://myxxxxxx.crm.ondemand.com/ where

2. Enter the username and password.

SAP Cloud for Customer Mobile Apps

3. Choose Log On.

2.3.1 Single Sign-on

1. Enter the system url.

2.3.2 Proxy Settings in Android

Steps to proxy setting in SAP Cloud for Customer Android.

1. Open Settings and click on Wi-Fi.

SAP Cloud for Customer Mobile Apps

2.3.3 Proxy Settings in Windows

Steps to proxy setting in SAP Cloud for Customer Windows.

2.4 Mobile App Updates

Mobile Store Delivery

Location-based Visit Check ✔ ✔ ✔

Push Notification for appro ✔ ✔ ╳

MDM Managed Device Re ✔ ✔ ╳

Mashup Links Open in Sys ✔ ✔ ✔

Use the parameter client_type=newhtml. For ex

Current Re SMP Store Ver Planned Re

Installed Base, Prod Registered Products Y Y Y