Integrating SailPoint with SAP Sales and Service Cloud

The SAP Sales and Service Cloud solution is a cloud-based Customer Experience (CX) platform designed to help organizations manage and optimize their end-to-end sales and service processes. It supports scalable business growth and integrates seamlessly with other SAP and third-party systems. The solution brings together key customer-facing processes including lead and opportunity management, account and contact management, ticketing, service operations, and field service execution.

SAP Sales and Service Cloud Identity Governance is a new SailPoint SAP Cloud integration that aggregates and provisions business users and business roles.

The integration for SAP Sales and Service Cloud has been built using SAP Identity Provisioning Services (IPS) along with the Sales and Service Cloud SCIM APIs. The credentials required to connect to SAP Sales and Service Cloud include the SAP Cloud Identity Services technical user and the SCIM API technical user configured in the SAP Sales and Service Cloud tenant. For more details, refer to Required Permissions.

Supported Features

The SAP SSC connector supports the following features:

• Aggregation

  • Account Aggregation (Business Users)

  • Groups Aggregation (Business Roles)

    Note

    To perform the below operations, refer to the SCIM API Settings.

• Add/Remove Entitlement

  • Groups (Business Roles)

• Account Provisioning (Business User)

  • Create User
  • Update User (Attributes)
  • Enable/Disable User
  • Delete User

Supported Managed Systems

The connector supports the following managed systems:

• SAP Sales and Service Cloud (SAP SSC)

Prerequisites

Before you begin, verify that your system meets the minimum requirements and that you have the necessary permissions and resources to configure this connector.

• The SAP Sales and Service Cloud proxy application must be registered on the IPS tenant. For more information, refer to the SAP Sales and Service Cloud documentation.

  Note

  The linked document is not maintained by SailPoint and is subject to change without notice.

Required Permissions

Settings Required for IPS Proxy System Connection

Configuration required from the SAP Sales and Service Cloud system.

To create a communication user, including communication system and communication arrangement to be used in IPS proxy system:

Create a Technical Role

To create a technical role in the SAP Sales and Service Cloud system:

1. From the homepage go to Settings > All Settings.
2. Select Roles option under Users and Controls tab.
3. Select the Technical Roles option from the drop-down menu.
4. Select the + button option to create technical role.
5. Enter a unique Technical Role Name and enter a description.
6. If it is not already enabled, select the Admin toggle.

7. Add Business services required for API execution.

   • Account
   • Role

8. Select Save and Activate.

Create a Technical User from the SAP Sales and Service Cloud System

To create a technical user from the SAP Sales and Service Cloud system:

1. From the homepage go to Settings > All Settings tab.
2. Select the Users option under Users and Controls tab.
3. Select the drop down option and select Technical Users option from it.
4. Select the '+' button option to create technical user.
5. Enter a unique User Name and Display Name.

6. Either provide a password (basic authentication) or upload certificates for certificate-based authentication.

   • For basic authentication, provide a password for the user.

   • For certificate-based authentication, upload the certificate you generated in the Identity Provisioning UI.

     Steps for generating the certificate for certificate-based authentication

     In your newly added SAP Sales and Service Cloud proxy system, select the Certificate tab and choose Generate Download, as described in Generate and Manage Certificates for Outbound Connection. For more information, refer to SAP Sales and Service Cloud.

7. Steps for generating the certificate for certificate-based authentication

8. Select S_TECHNICAL_USER Security Policy (default policy for technical user).
9. Select the technical role created in the steps for creating a technical role.
10. Select Create button.

Configuration required from the IPS system.

To create a technical user including the proxy system:

Create a Technical User from SAP IPS System

To create the technical user from the SAP IPS system:

1. To enable basic authentication, sign in to the SAP Cloud Identity Services admin console, and go to Users and Authorizations > Administrators.
2. Add an administrator user of the type System, and then provide the name of the user.
3. In the Configure Authorizations, select Access Proxy System API permission, and then select Save.
4. Go to Configure System Authentication > Secrets > Add, provide Description and expires in, and then select Save.
5. Copy and save the Client Secret and Client ID. These are the technical user credentials that you will use to communicate with SAP.

Create a Proxy System

To create the proxy system from the SAP Sales and Service Cloud system, you have in two options:

Use the Import File

1. Sign in to the SAP Cloud Identity Services admin console.
2. Go to Identity Provisioning > Proxy Systems, and then select +Add.
3. Go to the Define from File section, select Browse to upload the SAP Sales and Service Cloud Proxy System JSON file.
4. Provide the System Name as per your preference, go to Properties tab and update the properties from the SAP Sales and Service Cloud Proxy System Properties table containing properties of the SAP Sales and Service Cloud proxy system.
5. Select Save.

Use the Manual Process

1. Sign in to the SAP Cloud Identity Services admin console. Go to Identity Provisioning > Proxy Systems, and then select +Add.

2. Enter the following values on the configuration details page.

   • Type: SAP Sales and Service Cloud
   • System Name: User defined name
   • Description: User defined description

3. Select Save.

4. Set the Read Transform to exchange data within the target system in the SCIM2 compliant format.

   1. Select Read Transformation, and switch to the JSON editor.
   2. Select Edit, and replace the transformation content with the provided read transform JSON file.
   3. Select Save.

5. Set the Write Transform to exchange data within the target system in the SCIM2 compliant format.

   1. Select Write Transformation, and switch to the JSON editor.
   2. Select Edit, and replace the transformation content with the provided write transform JSON file.
   3. Select Save.

6. Select Properties. It is mandatory to set properties to configure the proxy connection to target systems. Enter the values from the SAP Sales and Service Cloud Proxy System Properties table containing properties of the SAP Sales and Service Cloud proxy system and then, select Save.

SAP Sales and Service Cloud Proxy System Properties

The table below outlines the properties of the SAP Sales and Service Cloud proxy system with required description and values:

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