Seamlessly Create and Send Data from SAP Interactive Forms by Adobe to SAP CRM 7.0 via Email

  • by Thilo Berndt, Solution Manager, SAP CRM
  • December 15, 2008
Gain insight into how you can build lean offline scenarios with SAP CRM 7.0 and SAP Interactive Forms by Adobe. Learn how to use the new CRM via E-Mail tool set to extract and send business data from an Adobe Form to the SAP CRM system via email and see how the system processes this automatically.
Key Concept

SAP CRM 7.0 offers a new tool set — CRM via E- Mail — that allows you to create and request CRM data by communicating with your CRM system via standard email technology. Two scenarios are supported: the pure email scenario and the Adobe Form scenario that allows you to create business documents in SAP Interactive Forms by Adobe and send them to the SAP CRM system as email attachments as soon as you are online. The CRM via E-Mail application extracts the relevant data and creates the respective CRM business document automatically in the CRM.

Picture a scenario in which a sales rep who travels most of the time wants to create customer data — such as customer meeting reports, leads, or new opportunities — when he is offline or at the customer's site. This is certainly a standard scenario for CRM Mobile Sales users, but what if the sales rep does not have a mobile CRM application? One common and popular way — besides writing the data on a piece of paper — is to use SAP Interactive Forms by Adobe to store the data locally and manually upload it to the system when next online.

By using the CRM via E-Mail functionality, new with SAP CRM 7.0, you can replace this manual step completely. Instead of storing the SAP Interactive Forms reports locally on a laptop and updating them manually back at the office, the sales rep can now send a data extract from SAP Interactive Forms to the SAP CRM system by email. The email is stored on the sales rep's inbox until he is online again. When he goes online, the system sends the email to the SAP CRM back end automatically. After receiving the email, the CRM via E-Mail application extracts the data from the email and creates the necessary business document in the SAP CRM back end. Finally, the CRM via E-Mail application sends a reply message to confirm the creation or update.

Thilo Berndt

Thilo Berndt is a solution manager for SAP CRM Solution Management in Bangalore. He is a graduate of the business school at the University of Mannheim, Germany. Thilo has worked at SAP since 2002. Currently, he is responsible for the SAP CRM enterprise service-oriented architecture strategy and the Web service tool.

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