3774269 - Assigning Appointments to Individual customer using Server-side integration

Assigning of Appointments to Individual customer with same Email ID as Contact using Server Side add-in.

SAP Sales Cloud version 2.

SAP Service Cloud version 2.

1. Create an Appointment in Outlook (The Email ID of the Attendee is same in both Contact and Individual customer).
2. Categorize the Appointment as SAP individual customer.

The appointment does not sync to Sales Cloud V2 system.

1. Create an Appointment in Outlook (The Email ID of the Attendee is same in both Contact and Individual customer).
2. Categorize the Appointment as SAP Sales cloud/SAP Appointment.

The Appointment is synced to Contact and not to Individual customer.

When an appointment is synchronized from Exchange to SAP Sales Cloud, attendee resolution is performed based on the attendee's email address using a fixed priority

1. Employee
2. Contact Person
3. Individual Customer

If a Contact Person and an Individual Customer share the same email address, the Contact Person is always matched first. Once a match is found, the resolution stops, and the Individual Customer is not considered.

This is why neither of the tested approaches changes the result:

1. Assigning the SAP Individual Customer category in Outlook does not override the attendee resolution logic.
2. Manually linking the appointment through the SAP Sales Cloud add-in also cannot override the automatic partner determination performed by SAP based on the email address.

Currently, there is no mechanism to ensure an appointment is linked to the Individual Customer when another entity with a higher resolution priority exists for the same email address.

As a workaround, you can try the following:

1. Remove the duplicate Contact Person that shares Same Email ID in SAP Sales Cloud v2.
2. Once the Contact is gone, the sync engine reaches step 3 (Individual Customer check), and the appointment will link correctly to the Individual Customer.

SSI, Individual Customer, Contact, Email ID, Appointment Sync. , KBA , CEC-CRM-GW , Groupware for SAP Sales/Service Cloud , Problem