BlackBerry Sales Client for SAP CRM

Version: 1.1

User Guide
SWD-671438-1203110232-001

Contents

Basics........ About the BlackBerry Sales Client for SAP CRM..... Email a CRM contact....... Call a CRM contact....... Log a call or email message to a CRM account...... Search for a CRM account, contact, or lead...... Manage CRM contacts and accounts...... Add a CRM contact....... Add an existing contact to your CRM contact list...... Change a CRM contact........ Change a CRM account........ Leads....... About leads........ Change a lead....... Troubleshooting....... I cannot log in to the BlackBerry Sales Client for SAP CRM...... 7 7

Basics

About the BlackBerry Sales Client for SAP CRM
The BlackBerry Sales Client for SAP CRM allows you to access the data from your corporation's SAP CRM application from your BlackBerry device. You can use the BlackBerry Sales Client for SAP CRM to manage leads, CRM accounts, and CRM contacts. Any changes that you make in the BlackBerry Sales Client for SAP CRM on your device are reflected in your corporation's SAP CRM application. Likewise, any changes that are made in your corporation's SAP CRM application are reflected in the application on your device.

Email a CRM contact

1. 2. 3. 4. 5. 6. On the Home screen, click the BlackBerry Sales Client icon. Press the Menu key. Click Contacts. Click a contact. Press the Menu key. Click Email Contact.

Call a CRM contact

1. 2. 3. 4. 5. 6. On the Home screen, click the BlackBerry Sales Client icon. Press the Menu key. Click Contacts. Highlight a contact. Press the Menu key. Click Call <contact>.
Log a call or email message to a CRM account
1. Perform one of the following actions: From the Home screen, press the Send key. Highlight a call log. On the Home screen, click the Messages icon. Highlight an email message. Press the Menu key. Click Save to CRM. Type the information for the call or email message. Press the Menu key.

2. 3. 4. 5.

6. Click Save.
Search for a CRM account, contact, or lead
1. On the Home screen, click the BlackBerry Sales Client icon. 2. Type text to search for in the Find field that appears at the top of the account list, contact list, or leads list.
Manage CRM contacts and accounts

Add a CRM contact

1. 2. 3. 4. 5. 6. 7. 8. 9. On the Home screen, click the BlackBerry Sales Client icon. Press the Menu key. Click Accounts. Click an account. Press the Menu key. Click Add Contact. Type the contact information. Press the Menu key. Click Save.
Add an existing contact to your CRM contact list
1. 2. 3. 4. 5. 6. 7. 8. On the Home screen, click the Contacts icon. Highlight a contact. Press the Menu key. Click Save to CRM. Click an account. Type the contact information. Press the Menu key. Click Save.

Change a CRM contact

1. 2. 3. 4. 5. 6. 7. 8. 9. On the Home screen, click the BlackBerry Sales Client icon. Press the Menu key. Click Contacts. Click a contact. Press the Menu key. Click Edit Contact. Change the contact information. Press the Menu key. Click Save.

Change a CRM account

1. 2. 3. 4. 5. 6. 7. 8. 9. On the Home screen, click the BlackBerry Sales Client icon. Press the Menu key. Click Accounts. Click an account. Press the Menu key. Click Edit Account. Change the account information. Press the Menu key. Click Save.

About leads

When you receive a new lead for an account, your BlackBerry device displays the new lead indicator at the top of each screen and beside new leads in the leads list. Your device also displays the new lead in the messages application. If you open the lead from the messages application, your device opens the lead in the BlackBerry Sales Client for SAP CRM.

Change a lead

1. 2. 3. 4. 5. 6. 7. 8. 9. On the Home screen, click the BlackBerry Sales Client icon. Press the Menu key. Click Leads. Click a lead. Press the Menu key. Click Edit Lead. Change the lead information. Press the Menu key. Click Save.

Troubleshooting

I cannot log in to the BlackBerry Sales Client for SAP CRM
To log in to the BlackBerry Sales Client for SAP CRM, type your SAP system user name and password. For more information about the login information that you should use, contact the administrator that deals with SAP support for your organization.

BlackBerry Sales Client for SAP CRM

Known Issues List

For RIM and BlackBerry partner use only.
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This document is provided for informational purposes only, and does not constitute a binding legal document unless specifically incorporated by reference into a binding legal agreement between you and Research In Motion (RIM). In the event that you enter into a binding legal agreement with RIM, all provisions contained in such binding legal agreement shall apply, regardless of whether such provisions conflict with information contained herein. 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties and trademarks of Research In Motion Limited. RIM, Research In Motion, 'Always On, Always Connected', BlackBerry, and BlackBerry Enterprise Server are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries. Microsoft and PowerPoint are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Sun Microsystems is a trademark or registered trademark of Sun Microsystems, Inc. in the U.S. or other countries. The Bluetooth word mark and logos are owned by the Bluetooth SIG, Inc. and any use of such marks by Research In Motion is under license. vCard and vCalendar are either registered trademarks or trademarks of the Internet Mail Consortium. All other brands, product names, company names, trademarks, and service marks are the properties of their respective owners. The BlackBerry device and/or associated software are protected by copyright, international treaties, and various patents, including one or more of the following U.S. patents: 6,278,442; 6,271,605; 6,219,694; 6,075,470; 6,073,318; D445,428; D433,460; D416,256. Other patents are registered or pending in various countries around the world. Visit www.rim.com/patents.shtml for a list of RIM [as hereinafter defined] patents. This document is provided as is and Research In Motion Limited (RIM) assumes no responsibility for any typographical, technical, or other inaccuracies in this document. RIM reserves the right to periodically change information that is contained in this document; however, RIM makes no commitment to provide any such changes, updates, enhancements, or other additions to this document to you in a timely manner or at all. RIM MAKES NO REPRESENTATIONS, WARRANTIES, CONDITIONS, OR COVENANTS, EITHER EXPRESS OR IMPLIED (INCLUDING, WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS OF FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, MERCHANTABILITY, DURABILITY, TITLE, OR RELATED TO THE PERFORMANCE OR NONPERFORMANCE OF ANY SOFTWARE REFERENCED HEREIN, OR PERFORMANCE OF ANY SERVICES REFERENCED HEREIN). IN CONNECTION WITH YOUR USE OF THIS DOCUMENTATION, NEITHER RIM NOR THEIR RESPECTIVE DIRECTORS, OFFICERS, EMPLOYEES, OR CONSULTANTS SHALL BE LIABLE TO YOU FOR ANY DAMAGES WHATSOEVER BE THEY DIRECT, ECONOMIC, COMMERCIAL, SPECIAL, CONSEQUENTIAL, INCIDENTAL, EXEMPLARY, OR INDIRECT DAMAGES, EVEN IF RIM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF BUSINESS REVENUE OR EARNINGS, LOST DATA, DAMAGES CAUSED BY DELAYS, LOST PROFITS, OR A FAILURE TO REALIZE EXPECTED SAVINGS. This document might contain references to third-party sources of information and/or third-party web sites (Third-Party Information). RIM does not control, and is not responsible for, any Third-Party Information, including, without limitation, the content, accuracy, copyright compliance, legality, decency, links, or any other aspect of Third-Party Information. The inclusion of Third-Party Information in this document does not imply endorsement by RIM of the third party in any way. Any dealings with third parties, including, without limitation, compliance with applicable licenses, and terms and conditions are solely between you and the third party. RIM shall not be responsible or liable for any part of such dealings.

Document ID: 25830474

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Known issues

Accounts, contacts, and leads

DPI225200 If you add an existing contact from the Contacts application to the BlackBerry Sales Client for SAP CRM, the contact data might be lost if the update is rejected. DPI225166 In some cases, the lead notification count might not accurately reflect the number of new leads DPI224752 on your device. DPI224706 DPI224919 If you add a business partner to a lead or activity transaction, you might not be able to remove this business partner. DPI224890 If the BlackBerry Sales Client for SAP CRM closes unexpectedly, some of the data on your device might not be synchronized correctly with your organizations SAP CRM. DPI224056 If a lead has the same account in multiple partner functions, the lead might be duplicated in the leads list. DPI223833 If a contact has two roles in a lead, the lead might be duplicated in the leads list. DPI223429 If you open the accounts screen, navigate to other screens, and then press the Escape key, DPI223839 your device might not display the last screen that was displayed.

User interface

DPI224857 Your device might not highlight arrows on various screens in the application. DPI224281 If you change the display language, your device might not display the MDS Control Center icon on the Home screen for a few moments.

Security

DPI224931 If you have Content Protection enabled in your BlackBerry device, the data in the BlackBerry Sales Client for SAP CRM will still not be encrypted. DPI224635 If you your password in the BlackBerry Sales Client for SAP CRM before changing the password in your organizations SAP CRM, your new password might not be accepted as quickly as expected. Workaround: Change your password in your organizations SAP CRM before changing the password through the application on your device.

Miscellaneous

DPI225946 If you try to uninstall the application on the Applications screen in the Advanced Options, the subscription is not removed on the AG or the DOE. Workaround: Uninstall the application using the control centre. DPI225167 If you edit an object in the BlackBerry Sales Client for SAP CRM while the same object is being DPI225026 edited in your organizations SAP CRM, the application might close unexpectedly. DPI225011 DPI224992 DPI224569 If you try to remove the application, the subscription might not be removed after you reset your device. Workaround: Wait until your device does not display the sending and receiving data indicators. Dismiss the reset dialog. DPI224061 You cannot install the BlackBerry Sales Client for SAP CRM using the Desktop Manager.

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DPI224453 In some cases, during normal usage of the application, you might receive an error message that DPI223911 indicates that application data is corrupted. After receiving this message, you will have to DPI222424 remove and reinstall the application. If you remove and reinsert the battery, some data might be lost from the BlackBerry Sales Client for SAP CRM.
Do not remove the battery while you are using this application. CRM administrators should not modify the customization values for CRM Sales after the initial system setup. Modifying these values after the BlackBerry Sales Client for SAP CRM has been deployed to users can cause errors in the application including missing or incorrect values in application views and drop-down lists.

Comments

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