The Talkdesk SAP C4C Connector integrates your Talkdesk account with your SAP C4C instance, embedding Talkdesk directly into the SAP C4C interface to provide a unified “single pane of glass” for agents. Featuring data synchronization and automation capabilities, this connector simplifies workflows and elevates the efficiency of customer service operations.
Talkdesk SAP C4C Connector supports integration with the following SAP products:
- SAP C4C (Cloud for Customer)
- SAP Service Cloud
- SAP Sales Cloud
Note: This Connector requires additional licensing. Contact your Talkdesk representative for more information.
Table of Contents
- Activating SAP C4C
- SAP C4C Connector configuration in Talkdesk
- Live Activity configuration in SAP: Required Fields
- HTML Mashup configuration in SAP: Required Fields
- SAP C4C Collections supported
Activating SAP C4C
Follow these steps to activate SAP C4C integration.
- Log in to your Talkdesk account as an Administrator and navigate to Builder [1] > Integrations [2] > My Integrations [3].
- Use the search box [4] to find the SAP C4C integration.
- Click the Edit icon [5]
- Fill out the fields [6] according to the following table.
SAP C4C Connector configuration in Talkdesk
| Field Name/Feature | Configuration | Notes |
| Instance url | E.g.: my77777.crm.ondemand.com |
This field is required to enable data synchronization and automation capabilities. Refers to the URL of your SAP C4C instance |
| Username | This field is required to enable data synchronization and automation capabilities. Username and User password should be for an user with access to this API in SAP | |
| User password | This field is required to enable data synchronization and automation capabilities. Username and User password should be for an user with access to this API in SAP | |
| Agent collection | E.g.: EmployeeCollection |
Choose the respective Collection name to be used to import the Agents (check Collections supported to validate the supported collections). If empty then it defaults to BusinessUserCollection Note that only 1 collection can be selected. |
| Connect to cti | Recommended to have it activated |
Required to have a proper CTI connection. The default integration of your agents also needs to be set to SAP C4C |
| Synchronize contacts | Recommended to have it activated |
Enables contacts synchronization from SAP C4C to Talkdesk. If selected, please review the Contact Types selected. |
| Synchronize agents | Recommended to have it activated |
Enables agent synchronization from SAP C4C to Talkdesk. If selected, please review the Agent collection selected. |
| Contact Types | E.g.: Contact (that refers to ContactCollection) | Select which contact collection to import (check Collections supported to validate the supported collections). If none is chosen it defaults to Contact (ContactCollection). Note that only 1 collection can be selected. |
- Click Save [7]
- Log in to your SAP instance and navigate to Administrator [8] > Service and Social [9] > Live Activity Configuration [10]
- Fill out the required settings, according to the following table.
Live Activity configuration in SAP: Required Fields
| Field Name | Configuration | Notes |
| Provider | External Provider | |
| CTI Vendor | TalkDesk | |
| Provider ID | TALKDESK | |
| Provider URL | https://prd-cdn-talkdesk.talkdesk.com/cti-integration/latest/int/sap/talkdesk-cti-widget.html?env=prd-us&cti=workspace |
The “env” and “cti” variables in the URL represent the Talkdesk region environment and the type of CTI respectively. For "env", write down one of the following:
For "cti", write down one of the following:
|
| Comm. System ID | TALKDESK |
The next steps refer to the configuration of a HTML Mashup on the Home Screen, so the user can check the CTI status.
- Navigate to Administrator > Mashup Authoring [12]
- Click New, and select HTML Mashup [13]
- Fill out the required settings on the HTML Mashup form, according to the following table.
HTML Mashup configuration in SAP: Required Fields
| Field Name | Configuration | Notes |
| Port Binding Type | Without Port Biding | |
| Mashup Category | Application Integration | |
| Type | URL | |
| URL | https://prd-cdn-talkdesk.talkdesk.com/cti-integration/latest/int/sap/talkdesk-cti-mashup.html | |
| Request Parameter | Parameter information:
|
To add a new parameter, click on Add row action |
- To add the HTML Mashup to the Home page, navigate to the Home page [14], click the Edit button [15] and then select Adapt for User Role [16]
- Select the desired role and then click on the icon to create a Custom Card.
- Fill out the required settings on the Custom card form, according to the following table.
| Field Name | Configuration | Notes |
| Type | HTML Mashup | |
| HTML Mashup | Select the previously created HTML Mashup | |
| Navigation Type | URL | |
| Navigate to URL | https://prd-cdn-talkdesk.talkdesk.com/cti-integration/latest/int/sap/talkdesk-cti-navigation.html?env=prd-us | The “env” variable in the URL represents the Talkdesk region environment. Write down one of the following:
|
After this step, you can start using Talkdesk Embedded with an active CTI connection (check the example below). To configure automations, please consult this article.
SAP C4C Collections supported
For Contact Sync we are able to retrieve the data from these SAP C4C collections:
| Collection / Type | ID | Name | Title | Phones | Address | Company | |
| ContactCollection | ContactID | Name | JobTitle |
NormalisedPhone NormalisedMobile |
FormattedPostalAddressDescription | AccountFormattedName | |
| IndividualCustomerCollection | CustomerID | FormattedName | TitleCodeText |
NormalisedPhone NormalisedMobile |
FormattedPostalAddressDescription | - | |
| PartnerContactCollection | PartnerContactID | BusinessPartnerFormattedName | JobTitle |
NormalisedPhone NormalisedMobile |
FormattedPostalAddressDescription | - | |
| CorporateAccountCollection | AccountID | BusinessPartnerFormattedName | RoleCodeText |
NormalisedPhone NormalisedMobile |
FormattedPostalAddressDescription | - |
The filters used to obtain valid contacts are the following:
| Collection | Filter |
| ContactCollection | ChangedOn gt datetimeoffset'{checkpoint}' and StatusCode eq '2' and Name ne null and ContactID ne null |
| IndividualCustomerCollection | ChangedOn gt datetimeoffset'{checkpoint}' and LifeCycleStatusCode eq '2' and FormattedName ne null and CustomerID ne null |
| PartnerContactCollection | ChangedOn gt datetimeoffset'{checkpoint}' and StatusCode eq '2' and BusinessPartnerFormattedName ne null and PartnerContactID ne null |
| CorporateAccountCollection | ChangedOn gt datetimeoffset'{checkpoint}' and LifeCycleStatusCode eq '2' and BusinessPartnerFormattedName ne null and AccountID ne null |
For Agent Sync we are able to retrieve the data from these SAP C4C collections:
| Collection | ID | Name | |
| EmployeeCollection | UserID | BusinessPartnerFormattedName | |
| EmployeeBasicDataCollection | UserID | FormattedName | |
| BusinessUserCollection | UserID | BusinessPartnerFormattedName | EmailURI |
The filters used to obtain valid agents are as follows:
| Collection | Filter |
| EmployeeCollection | UserID ne null and Email ne null and BusinessPartnerFormattedName ne null |
| EmployeeBasicDataCollection | UserID ne null and Email ne null and FormattedName ne null |
| BusinessUserCollection | UserID ne null and EmailURI ne null and BusinessPartnerFormattedName ne null |