# SailPoint SAP Sales and Service Cloud Connector Documentation > SAP Sales and Service Cloud Connector Documentation # Documentation # Connecting SailPoint and SAP Sales and Service Cloud To connect SailPoint with SAP Sales and Service Cloud, perform the following tasks: ## Adding the Source in SailPoint To connect to SailPoint, perform the following steps. Once the connection is made, you can configure it to meet your company's needs. > [!IMPORTANT] > > By default, the provisioning feature is **disabled**, and the connector only supports read-only operations. To support provisioning operations, you must manually enable the feature in the source configuration. **To configure a new source:** 1. Sign in to SailPoint. 2. Go to **Admin \> Connections \> Sources**. 3. Select **Create New**. 4. Search for the connector by entering the name in the search box, and then select **Configure**. 5. In the **Source Name** field, enter a unique and descriptive name for your source. Source names cannot exceed 128 characters. 6. In the **Description** field, provide additional details about the source to help distinguish it from similar sources. This field allows a maximum of 2,000 characters. 7. In the **Source Owner** field, begin typing the name of an owner. Matches appear after you type two or more letters. For more information, refer to [Assigning a Source Owner](). 8. (Optional) Select a governance group to grant its members [source]() or [role]() sub-admin level oversight of the source and its access. For more information, refer to [Creating and Managing Governance Groups](). 9. If this source represents a primary system containing your organization's personnel records, select the **Authoritative Source** checkbox. For more information, refer to [Creating Identity Profiles](). 10. Select **Continue**. The source is created, and you are navigated to the **Source Setup \> Base Configuration** page. Continue to configure your connected source there. ## Base Configuration Provide the base configuration parameters. Information you entered in the Create New Source dialog is automatically entered into the fields in the Base Configuration page. You can edit this information if necessary. 1. Enter a unique name and description for the source. 2. In the **Source Owner** dropdown list, select the identity that owns this source. - To find a source owner, begin entering their name. 3. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider. > **Note** > > To add a credential provider, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](). 4. Configure the authentication to allow SailPoint to connect to the source. Refer to [Connection Settings](<#connection-settings>) for more information. 5. (Optional) In the **Governance Group for Source Management** dropdown list, select a governance group to associate with this source. For more information about governance groups, refer to [Associating Governance Groups with a Source](). 6. (Optional) Choose whether to enable or disable provisioning for the source. Provisioning is disabled by default. - **Enable Provisioning** - Set the toggle to **Enabled** to allow the source to create, update, and deactivate accounts in the connected source system. - **Disable Provisioning** - Set the toggle to **Disabled** to disable provisioning for the source. Disabling provisioning will prevent the creation, updating, or deactivating of accounts on this source. 7. Select **Save**. ## Connection Settings Provide the information required to connect and interact with the source. To configure SAP Sales and Service Cloud (SAP SSC ) via Identity Provisioning Services (IPS) proxy system, complete the following: > [!NOTE] > > **Screenshot** > > [![Connection Settings]()]() 1. Enter the **Base URL** of the Cloud Identity Services. 2. Enter the **System ID** of the IPS Proxy Source for the SAP Sales and Service Cloud system. 3. Enter the **Client ID** of a technical user to authenticate to SAP IPS Proxy Source. 4. Enter the **Client Secret** of a technical user to authenticate to SAP IPS Proxy Source. ## Aggregation Settings Provide the following settings requirement for aggregation: For more information about aggregation, refer to [Loading Account Data](). ### Page Size Settings > [!NOTE] > > **Screenshot** > > [![Aggregation Settings]()]() 1. Enter the number of records in the **Page Size** to aggregate in a single page when iterating over large datasets. The default is 100 records. 2. Select **Save**. ## SCIM API Settings The following features are supported in SAP Sales and Service Cloud connector when the SCIM API SETTINGS toggle is enabled: - Add/Remove Entitlement - Groups (Business Roles) - Account Provisioning (Business User) - Create User - Update User (Attributes) - Enable/Disable User - Delete User Configure provisioning settings to perform above operations. > [!NOTE] > > **Screenshot** > > [![SCIM API Settings]()]() > [!IMPORTANT] > > - Once you enable the **SCIM\_API\_SETTINGS** toggle in the SAP Sales and Service system, it cannot be reverted. It will also no longer allow manual user creation. 1. Enable **SailPoint\_SCIM\_API\_SETTINGS** toggle in the SAP Sales and Service System to perform provisioning operations. 2. Select **Save**. ## Review and Test Perform a test to confirm the connection to SailPoint. 1. Go to **Review and Test**. 2. Confirm that the entries in each field are correct. If you note any mistakes, return to the section and make corrections. 3. Select **Test Connection**. ## SailPoint Application Onboarding SailPoint application onboarding enables you to easily onboard new applications and create sources following the successful onboarding of a discovery source. To use this feature, continue to **Discovered Applications** in the SailPoint user interface. For more information, refer to [Application Onboarding]() in the SailPoint SaaS documentation. # Integrating SailPoint with SAP Sales and Service Cloud > [!NOTE] > > **Integration** > > This is an integration and requires additional licensing or subscriptions to utilize it. For more information, contact your customer success manager. 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](<#required-permissions>). > [!NOTE] > > To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the [SaaS Release Notes]() page. ## 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 > [!IMPORTANT] > > SailPoint recommends using the import file for creating the proxy system from the SAP Sales and Service Cloud 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](<#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: | Property Name | Description and Values | | --- | --- | | Type | Enter `HTTP` | | URL | Enter the SAP Sales and Service Cloud tenant URL | | ProxyType | Enter `Internet` | | Authentication | Enter your authentication method:
BasicAuthentication
ClientCertificateAuthentication | | User | Enter the technical user's username created in SAP Sales and Service Cloud System. Refer to [Create a technical user](<#create-a-technical-user-from-the-sap-sales-and-service-cloud-system>) in the SAP Sales and Service Cloud system. | | Password | Enter the password for the technical user created above | | c4c.api.version | Specify the version as 4. By default, the Identity Provisioning service uses version 4, which is based on the SCIM 2.0 API. | # Provisioning The SAP Sales and Service Cloud connector supports provisioning, allowing you to create and manage accounts and entitlements in SAP Sales and Service Cloud directly from SailPoint. **Prerequisite:** Your system is configured for provisioning. When SailPoint provisions new accounts to the source, it uses the attributes on the **Create Account** page as instructions or a template for what to include in the account. This page is also referred to as the *provisioning policy*. When new access is granted on a source where a user does not already have an account, SailPoint automatically includes account creation in the provisioning. This applies whether provisioning is started from an access request or from an automated role or lifecycle state assignment. For direct-connect sources, SailPoint automatically creates the account from this configuration. If the source is not configured as a direct-connect source, SailPoint creates and assigns a provisioning task to the source owner and includes the values for the source owner to use in manually creating the account. > [!IMPORTANT] > > This section describes the default **Create Account** configuration. SailPoint recommends that you work with Services to define a provisioning configuration specific to your company's needs. Be sure to verify large changes to the provisioning policy before implementation. Failure to do so might cause provisioning to fail. ## Default Create Account Attributes The following list outlines which account attributes SailPoint uses to create a profile for new SAP Sales and Service Cloud connector accounts: > [!IMPORTANT] > > - Account attributes marked with an asterisk(\*) are mandatory attributes for account creation. | Account Attribute | Type | Generator | Description | | --- | --- | --- | --- | | Username\* | String | Identity Attribute - User Name | The user's username | | First Name\* | String | Identity Attribute - Given Name | The user's first name | | Last Name\* | String | Identity Attribute - Family Name | The user's last name | | Email\* | String | Identity Attribute - Work Email | The user's email address | | Display Name\* | String | Identity Attribute - Display Name | The name of the user, suitable for display to end-users. | | User Type\* | String | Identity Attribute - Display Name | The type of user used to identify the relationship between the organization and the user. | | User Start Date | String | | Validity start date of user | | User End Date | String | | Validity end date of user | # Schema Reference The application schema is used to configure the objects returned from a connector. > [!NOTE] > > - The **Account Schema** tab is used to define the attributes for each object type in the application being configured. The schema attributes can be defined as **Entitlement** or **Multi-Valued**. Refer to [Managing Source Account Schemas]() for more information. > - The schema attributes that are not present by [default](<#default-account-schema>) must be defined as strings if not specified. The SAP Sales and Service Cloud connector uses the following default correlation and object configurations. ## Default Correlation Configuration Before you aggregate accounts from this source, you can map account attributes with their corresponding identity attributes based on your requirements. You can customize the correlation configuration. Refer to [Assigning Source Accounts to Identities]() for more information. When you first create the SAP Sales and Service Cloud source, the default correlation mapping is: | Account Attribute | Operation | Identity Attribute | | --- | --- | --- | | ID | Equals | Username | | Email | Equals | Work Email | ## Default Account Schema Each source supports a variety of details, or attributes, about each user who has an account, such as their name, email address, manager name, and location. The set of account attributes each source stores and how they're organized is known as the account's *schema*. To best represent your data, you can configure sources to use an account schema matching the one you use in the external connector. Refer to [Managing Source Account Schemas]() for more information. ### Default Account ID SailPoint requires that certain attributes remain in your configuration. These attributes are referred to as *account IDs*. > [!CAUTION] > > Changing the attribute marked as the account ID after aggregating accounts can result in duplicate accounts being created. To avoid this, either reset the accounts on this source before editing the account ID attribute or edit the account ID attribute before aggregating accounts. > > To resolve issues caused by changing account IDs, reconfigure them to their default values. The following table lists the default account IDs for this connector: | Account ID | Schema Object Type | | --- | --- | | ID | Account | | ID | Group | ### Default Account Attributes The SAP Sales and Service Cloud connector supports the following default account schema attributes and customer configurable attributes. The attributes must be defined as strings if not specified. | Attribute Name | Description | | --- | --- | | ID | ID of the business partner. | | Active | The user's active status. | | User Name | The user's user name. | | Usertype | The user's user type. | | First Name | The user's first name. | | Last Name | The user's last name. | | Display Name | The user's display name. | | Employee Number | The user's employee display Id. | | Email | The user's email address. | | User Start Date | Validity start date of user. | | User End Date | Validity end date of user. | | Groups | Business roles assigned to user. Type: group. Properties: Entitlement, Multi-Valued | ## Default Entitlement Attributes Entitlement attributes define the entitlements, such as groups or roles, that can be assigned to the managed system's user accounts. Refer to [Managing Entitlements]() for more information. > [!CAUTION] > > Changing the attribute marked as the Entitlement ID after aggregating accounts or entitlements can result in duplicate entitlements being created, or access profiles and roles breaking. To avoid this, edit the entitlement schema before performing any aggregations. ### Default Group Attributes The SAP Sales and Service Cloud connector also supports groups. The following attributes must be configured on the managed system and in the SailPoint source schema to manage groups. | Attribute Name | Description | | --- | --- | | ID | The ID of the group. This is an Entitlement ID which must not be changed. | | Group Name | The name of the group. This is an Entitlement Name. | | Members | The members of the group. | # Troubleshooting If you encounter any of the following issues or errors, SailPoint recommends that you follow the guidance provided below to resolve the error before contacting SailPoint Support. For issues or errors that are not addressed in this connector guide, refer to the following resources for troubleshooting information: - [SailPoint Identity Services Documentation]() - [SailPoint Support Knowledge Base]() - [SailPoint Developer Community]() ## Debug Logs For information about managing additional source settings, including debug logging and downloading connector logs, refer to [Managing Additional Settings](). # Update Account > [!NOTE] > > - `Username` of the user and associated `ID (Business user ID)` must be same for the update operation to work correctly. The following table lists the attributes that can be updated for accounts: | Account Attribute | Type | Generator | Description | | --- | --- | --- | --- | | Username | String | Identity Attribute - User Name | The user's username | | First Name | String | Identity Attribute - Given Name | The user's first name | | Last Name | String | Identity Attribute - Family Name | The user's last name | | Email | String | Identity Attribute - Work Email | The user's email address | | Display Name\* | String | Identity Attribute - Display Name | The name of the user, suitable for display to end-users. | | User Type\* | String | Identity Attribute - Display Name | The type of user used to identify the relationship between the organization and the user. |