sap cloud for customer mobile apps

SAP Cloud for Customer Mobile AppsSAP Cloud for Customer Mobile Apps
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2 Extended Apps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 2.1 Mobile Device Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Minimum Network Requirements for Mobile Devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Mobile Device Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 SAP Cloud for Customer Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2.2 Features Supported by Platform. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 2.3 Download and Install App. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Single Sign-on. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Proxy Settings in Android. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Proxy Settings in Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.4 Mobile App Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 2.5 Emergency Corrections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2.6 What's Supported and What's Not. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 2.7 Offline Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
Offline Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 FAQs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
2.8 Offline Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41 Sales Orders Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Sales Quotes Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55 Visits Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Activities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Promotions Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Collections Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Opportunities Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Accounts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91 Contacts Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Leads Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
2.9 Settings, Security, and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Advanced Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Mobile Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Smartphone Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Working with Android Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
2 PUBLIC SAP Cloud for Customer Mobile Apps
Content
Managed App Configuration support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 Defining External iOS/Android/ Windows App Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . .143 Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145 Report an Incident. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Impact of Network Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 In-App Auto Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 App Version Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
2.10 How-to's. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Export to Microsoft Excel for Android (Samsung tablet) and iPad . . . . . . . . . . . . . . . . . . . . . . . 150 Upload Files from iCloud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Work with Attachments in Offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Work With Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Open URLs in the App Instead of the Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Action Buttons in Push Notification not Working. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Set-up Face ID in iOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Receive Push Notification for Workflow Rules( iOS and Android). . . . . . . . . . . . . . . . . . . . . . . . 155 Upload a Large Number of Images as Attachments (iOS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Use One-Click Dial-in for Phone Links With Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Upload Multiple Photo Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .156 Calling and Messaging from Various Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
2.11 Conversational Sales Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Scope and Configure Sales Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
SAP Cloud for Customer Mobile Apps Content PUBLIC 3
1 About Mobile Options
Learn how to use the solution features and capabilities on the go, on mobile devices.
Each of the categories of devices are described for you choose from the respective stores. The different mobile product offerings are:
SAP Cloud for Customer for iPad SAP Cloud for Customer for Android SAP Cloud for Customer for Windows Tablet SAP Sales Cloud(iOS) SAP Sales Cloud(Android)
Note For a business user to use SAP Cloud for Customer mobile version, they must have a valid license of the solution and login credentials. As an administrator, you will need to enable mobile services as the data and business processes available on the app, depend on the business user's role in the back-end system.
Mobile edition leverages responsive UI technology to provide the same experience across different devices and platforms. You can access the main functions of the solution anytime, anywhere and on any device. You enjoy the same feature function level across platforms and devices, including access to device capabilities with minimal configuration and mobile-only effort.
You can also work in the offline mode to add, modify, or delete items. All changes made on your device are either queued or automatically updated in the system over the Internet in real time.
SAP Cloud for Customer provides you with instant access to the solution data from a phone or tablet. Here are some of the reasons to consider the app.
Mobile edition is included with the solution license. Plug-and-play app that just requires download from the App Store and you are ready to go. Offline capability to add, modify, or delete items in offline mode, that are saved locally and synchronized,
when you connect to the network. Compact, configurable layout of content and the intuitive user experience. Easy drilldown into data points or document to gain a 360 degree view. Integrated device functions with the ability to access native capabilities such as camera for scanning
business cards and bar codes on the fly.
About Mobile Options
2 Extended Apps
Graphical navigation for SAP Cloud for Customer mobile apps.
Features Supported by Platform [page 8] Mobile Device Requirements [page 6] Download and Install App [page 10] What's Supported and What's Not [page 15] Offline Mode [page 24] Offline Features [page 41] Settings, Security, and Support [page 132] How-to's [page 150]
SAP Cloud for Customer Mobile Apps Extended Apps PUBLIC 5
2.1 Mobile Device Requirements
2.1.1 Minimum Network Requirements for Mobile Devices
Minimum bandwidth requirements for mobile devices using SAP Cloud for Customer apps.
Upstream: 2 mbps Downstream: 2 mbps Latency: 200ms or better
A Wi-Fi or cellular network connection is required to communicate with SAP Cloud for Customer servers. For Wi-Fi, minimum bandwidth requirements are listed above. For cellular connections, a 3G network or faster is required. For the best performance, we recommend using Wi-Fi or LTE.
2.1.2 Mobile Device Performance
SAP tests the supported and recommended devices. Recommended devices provide better performance and usability. Devices with similar or better specifications than the recommended devices should be compatible, but are not tested by SAP.
For the supported and recommended devices, Intel Core M microprocessors are not recommended because sufficient performance cannot be guaranteed.
2.1.3 SAP Cloud for Customer Applications
Supported and recommended device and operating system requirements for using SAP Cloud for Customer apps.
Restriction The Surface Pro tablet is recognized as a desktop computer by the SAP Cloud for Customer app.
To provide a better experience in the solution, the user interface is slightly different on tablets than on desktop devices. For example: editing formatted text happens inline on desktops and in a full screen pop-up window on tablets.
The solution checks various browser properties plus the width of the device screen to recognize tablets. Browser properties on the Surface Pro tablet appear the same as a Windows 10 desktop device, and the display width of Surface Pro tablet is greater than 1024 pixels. This width is considered large enough to be a desktop display by SAP user interface standards. For these reasons, the Surface Pro is recognized as a desktop device and any tablet-specific user interface elements aren’t available.
Extended Apps
Device Supported Oper ating System
Recommended Device Model
Supported Device Model
Apple iPad iPadOS 14.8.1 through iPadOS 15
Apple iPad 8th Gen
Apple iPad 6th Gen and above
2 GB RAM, 2.34 Hz quad-core, 64-bit CPU, 64 GB HD
September 2022 (iPad 6th Gen)
Android Tablet Android 9.0, 10 and 11
Samsung Galaxy Tab S6
Samsung Galaxy Tab S6 and above
6 GB RAM, Octa Core (2.84 GHz + 2.41 GHz Tri + 1.78 GHz Quad) CPU, 64 GB HD
August 2022 (Samsung Galaxy Tab S6)
Microsoft Windows Tablet
Surface Pro 7 Surface Pro 5 and above
8 GB RAM, Dual Core Intel i5 CPU @ 2.60GHz-3.50 GHz, 256 GB HD
January 2023 (Surface Pro 5)
Note The recommended devices will be reviewed once in 2 years and updated, as required. If there’s any change in the end of support date, then it will be communicated six months in advance. Any device with hardware specifications equal to or above the minimum hardware specification will be
supported. Offline support is available on all supported devices.
Restriction Mobile Devices with device width less than 360 px aren’t supported. For more information, see the
following links: Compare devices iOS Device Compatibility Reference
Mobile apps aren’t supported in the browser of mobile devices.
Smartphone Device Requirements (Effective End of Jan 2021)
Supported Operating System
Recommended Device Model
Supported Device Model
iOS 14.8.1 through iOS 15
Apple iPhone 11 Apple iPhone 8 and above
iPhone SE2
Restriction iPhone SE devices aren’t supported.
2 GB RAM, 2.39 GHz Hexa-core 64-bit CPU, 64 GB HD
April 2023 (Apple iPhone 8)
Android 9.0, 10 and 11 Samsung Galaxy Note 20
Samsung Galaxy Note 10 and above
6 GB RAM, Octa-core (2.73 GHz dual + 2.4 GHz dual + 1.9 GHz Quad) CPU, 64 GB HD
August 2023 (Sam sung Galaxy Note 10)
Note The recommended devices will be reviewed once in 2 years and updated, as required. If there’s any change in the end of support date, then it will be communicated six months in advance. Any device with hardware specifications equal to or above the minimum hardware specification will be
supported. Offline support is available on all supported devices.
2.2 Features Supported by Platform
Learn about the the list of features supported by platfrom
Feature iOS Android Windows

Extended Apps

2.3 Download and Install App
Learn how to install the solution in browser and apps.
Context
Install SAP Cloud for Customer either from the iTunes Store, Google play, Windows Store, Amazon App Store, or Tencent Appstore , depending on your selection. Launch the application, and set up a pin.
Then, to log on to the screen do the following:
Procedure
Use the parameter client_type=newhtml. For ex ample: myXXXXXX.crm.ondemand.com/sap/ public/byd/runtime?client_type=newhtml
Note To automatically be directed to the RUI screen, logon and log off with this url in the browser. Then, relogin with Restart Application.
For Apps https://myxxxxxx.crm.ondemand.com/ where xxxxxx is the tenant for your back-end system.
2. Enter the username and password.
Note You can select “remember password” on your device. With the selection, you can log in only with your pin in the future and you don't have to enter the username password again.
PIN is supported for all the mobile devices including smartphones and tablets, and desktops with Windows 8.1 or Windows 10 when the mobile app is used.
The PIN must be eight characters in length and include one numeric and one capital value. After eight failed attempts, the PIN will be reset and offline data will be deleted.
Extended Apps
Note Warning:
If you forget your PIN, all your logon profiles and offline data are deleted. You can create a pin by clicking Forgot your Pin.
Note OPTIONAL:
Clicking Manage logon profiles lets you create more logon profiles (combination of system, url, user name, and password).
3. Choose Log On.
If you do not have the information required for these settings or you have problems logging on, contact your system administrator.
Caution SAP does not warrant that the software and/or features as described herein will be available without interruption or permanently. SAP draws your attention to the fact that the availability is subject to the sole discretion of the operator of the app store. The operator of the app store may, at any time and without notice, restrict, interrupt, or prevent use of the software, or delete the software from your mobile device, or require SAP to do any of the foregoing actions.
2.3.1 Single Sign-on
1. Enter the system url. 2. Toggle the Use Single-Sign-On checkbox and set it to On. 3. Select Go to Single Sign-On button. 4. If your Identity Provider supports certificate-based SSO, you are prompted to choose or allow the app to
load the certificates installed on your device. 5. If your Identity Provider only supports form-based authentication, you are directed to a page where you
can key in the username and password to be used for authentication. 6. After successful authentication, you are redirected back to the app.
2.3.2 Proxy Settings in Android
Steps to proxy setting in SAP Cloud for Customer Android.
If you are using a wi-fi network that uses a proxy, do the following steps, before running SAP Cloud for Customer app for Android.
1. Open Settings and click on Wi-Fi.
2. Long press on the currently connected wi-fi and select Modify network. 3. If you cannot see the Proxy configuration fields, click on Advanced options. If your Proxy is set to None,
then there’s nothing to do. 4. However, if your Proxy is set to Manual, then you have to set the Bypass proxy for field with localhost. 5. Click Save. 6. Go back to Settings and click Apps (or Application Manager in some devices) 7. Find and click Cloud4Custex. 8. Click Force Stop. 9. Click Clear Data. 10. Run the SAP Cloud for Customer App again.
2.3.3 Proxy Settings in Windows
Steps to proxy setting in SAP Cloud for Customer Windows.
Do the following steps, before running SAP Cloud for Customer app for Windows.
1. Go to Settings. 2. Open Network & Internet. 3. Select Proxy. 4. Specify the proxy script address or use manual proxy setup.
Note When using manual proxy setup, make sure to check the option Don't use the proxy server for local (intranet) address.
2.4 Mobile App Updates
You can find details of the current versions, and planned release dates of the app on various stores and SMP (Service Market Place).
Mobile Store Delivery
Current Store Version
Planned Re lease
SAP Cloud for Customer for iOS
2202 HFC01 2202.1.0 2202 HFC02 20th March 2022
Offline Incom patible Changes [page 14]
Extended Apps
Current Store Version
Planned Re lease
SAP Cloud for Customer for Android @ Goo gle Play Store
2202 HFC01 2202.1.1 2202 HFC02 20th March 2022
SAP Cloud for Customer for Windows
2202 HFC01 2202.1.2232.0 2202 HFC02 20th March 2022
SAP Cloud for Customer for Android @Ama zon Appstore
2202 HFC01 2202.1.1 2202 HFC02 20th March 2022
SAP Cloud for Customer for Android @Ten cent Store
2202 HFC01 2202.1.1 2202 HFC02 20th March 2022
SAP Sales and Service Core
2202 2.0.1 - New versions will be released only when App changes are re quired
SMP (Service Market Place) Delivery
Platform App Name Current Re lease
SMP Store Ver sion
SAP Cloud for Customer for iOS
2202 HFC01 2202.1.0 2202 HFC02 23rd March 2022
SAP Cloud for Customer for Android
2202 HFC01 2202.1.1 2202 HFC02 23rd March 2022
SAP Cloud for Customer for Windows
2202 HFC01 2202.1.2232.0 2202 HFC02 23rd March 2022
Win10
2.4.1 Offline Incompatible Changes
Similar to the 2111 release, with the 2202 release, some incompatible changes are delivered for offline functionality in Extended Apps.
If you are working with offline functionality, we recommend you to use the 2202 app to connect to the 2202 system.
Restrictions/ Limitations
As in every release, perform the initial data sync in the 2202 app to fetch the latest offline functionality or else you can’t create or edit offline objects.
In case you use the 2111 app with the 2202 system, the data download will be blocked, but you can still work and upload offline changes based on the 2111 code.
The usage of the 2111 App with the 2202 system won’t be supported.
2.4.2 App with New Certificate Unavailable - Issue Resolved
The latest version of the application that contains a certificate update is now available on the Microsoft Store.
You can continue working with the new version, without facing any issues.
To update the application,
1. Go to the Microsoft Store. 2. Search for SAP Cloud for Customer. 3. Choose Update.
2.5 Emergency Corrections
This section provides details on the Emergency Patches (EP) deployed on the customer systems with the corresponding mobile app versions information. Mobile app versions info is provided only if an EP is relevant for In-App update through mobile apps.
2202 Release
Deployment Date
14th March 2022
Yes 2202.1.0 (O15C10)
Extended Apps
Deployment Date
iOS App Ver sion
Windows App Ver sion
Android App Ver sion
1000001926 In Service Ticket, while working in the offline mode, Item Quantity is not updated when you add parts from the stock.
27th February, 2022
Yes 2202.1.0 (O14C10)
2202.1.2232.0 (O14C10)
2202.1.1 (O14C10)
1000004382 Delegate icon is not visible, and estimate price issue in sales order combine list.
20th February, 2022
Yes 2202.1.0 (O13C10)
2.6 What's Supported and What's Not
Find the list of work centers and tabs supported and not supported in the mobile apps. You may see some or all of the views described in the following sections, depending on how your user is configured in your solution.
Supported Work centers in Mobile Apps
Workcenter Tabs Browser Tablet Smartphone
Activities Activity Lists Y Y Y
Appointments Y Y Y
E-Mails Y Y Y
Messaging Y Y Y
Tasks Y Y Y
Routing Rules Y N N
Analysis Dashboard Y Y Y
Reports Y Y Y
Business Partners , Customers
Payments Y Y Y
Accounts Y Y Y
Customers, Sales Campaign
Data Workbench Export Y N N
Monitor Y N N
Templates Y N N
Update Y N N
Import Y N N
E-Mail Integration User Settings Y N N
Feed Feed Y Y Y
Installed Base Installed Base Y Y N
Installation Points Y Y Y
Maintenance Plans Y Y N
Installed Base, Prod ucts
Extended Apps
Library Y Y Y
Attachment and Attribute Monitor Y N N
Sales Campaign Campaigns Y Y N
Lead Scores Y Y N
Sales Campaign Funds Y Y Y
Promotions Y Y Y
Partners Partner Contacts Y Y Y
Partners Y Y Y
Groups Y Y N
Delegates Y Y Y
Prices Y Y N
Warranties Y Y Y
Resource Scheduler Assignments Y Y Y
Resource Scheduler Y N N
Sales Deal Registration Y Y Y
Forecasts Y Y Y
Opportunities Y Y Y
Sales Quotes Y Y Y
Sales Orders Y Y Y
Pipeline Simulation Y Y Y
Sales, Service Territories Y Y Y
Service Ticket Hierarchy Y Y Y
Work Tickets Y Y Y
Live Activity Center Y Y N
Unassociated E-Mails Y Y N
Tickets Y Y Y
Skills Skills Y N N
Stock Stock Y Y Y
Surveys Related Attachments Y N N
Surveys Y N N
Time Recording Time Reports Y Y Y
Time Entries Y Y Y
Utilities Premise Y Y Y
Visits Tours Y Y N
Visits Y Y Y
Routes Y Y Y
2.6.1 Limitations
Check out the online, offline, and smartphone limitations in SAP Cloud for Customer.
Extended Apps
2.6.1.1 Online Limitations
Find the list of online limitation in SAP Cloud for Customer.
Online functionality limitations:
Limitations For Fiori Client
Sticky notes aren’t supported. The following functionalities aren’t supported for Right-to-Left languages (RTL) - Document Flow, Activity
time view, Retail-Transaction Timeline, Team Calendar and Product Details, AFS- Grid Based Ordering and Product Details, Buying Center, Number Input in fast order, Business card scanner, Pipeline Influencer, Deal Finder, Planocheck, Evernote, Guided Activity Floorplan (GAF), and Computer Telephony Integration (CTI).
Limitations in RTL version of Resource Scheduler: As with the regular version, Work week can’t be changed in Resource Scheduler for RTL version as well.
The work week is marked from Monday to Friday. Table grid for events (assignments/appointments) doesn’t render properly when a horizontal scroll bar
is displayed on the gantt chart. When you paste text in the rich text editor, any html or text formatting is removed. The only formatting
preserved are the new lines, paragraph etc. This prevents any whitelisting error when saving the formatted text content.
Only the allowlist of HTML tags is supported for formatted text. Tags not listed in the whitelist won’t be saved and give error. For the complete list, look at the topic Supported HTML Formatting Tags in Incoming E-Mail under the Administration Guide.
While using the rich text editor, you can’t apply the underline and strikethrough styles simultaneously on the same text.
When you press the backspace or delete button to go back to the previous line in the rich text editor, the font name and font size dropdown lists may revert to the default values.
When you are in global edit mode, you can edit records only in the focused page. You aren’t allowed to go to the other pages.
Global edit is disabled with the select all action in a dataset. In global edit mode, select all feature is always disabled. In a list if the records spans across multiple pages, global edit is disabled when you do select all. In a list if the record is restricted to one page only, then global edit is available when you do select all. When you select a few items in a list and navigate to another page on the list, then global edit isn’t available. In the multiselection mode, Select all is limited to 1000 records. Image view isn’t available for hierarchical list and lists with grouped columns. On Home page, the group name and custom tile titles are maintained in English. So, when a user logs in, in
another language, he doesn't see group name and custom tile text. However, the key user can maintain the language text for a group or custom tile by logging into respective language.
Title case changes are applicable only for SAP delivered objects. For custom objects, you have to make the title case change.
In the Results tab, under Survey, the shape of the Export button isn’t consistent. This button will be optimized in future release.
NestedLayout, GridLayoutSnippet, GroupCalendarPane aren’t supported. Controls of type LineSeparator, ProgressBarControl, MediaPlayerControl, RatingControl, Legend Control
aren’t supported. Selected quantity unit disappears when you press the enter key. This happens both in online and offline
mode. The workaround is to click outside the dropdown box before pressing enter in the quantity unit field. Map pin color is only supported for account map view for the account roles - Customer and Prospect. Any
other role is defaulted to the same color as customer account role. When you switch to either cozy or compact mode, you need to log on again for your changes to take effect. Newsprint layout is supported only for object detail page. It is not supported in GAF, QAF, OIF, Factsheet
floorplans. Recent selections is only supported when you do a free text search. Search results from value help
selection don’t show up under recent selections. Recent selections isn’t supported for advanced search fields. Auto adjustment of table column width in Fiori Client isn’t supported in Microsoft Internet Explorer and
Edge browser (version >16). Editable dataset, inline edit, new quick view, header fields and all other new features in 1908 aren’t
supported in blue crystal theme. In desktop and tablet, the header fields aren’t emphasized in internet explorer. Push notifications don’t get send out for existing BTM (Business Task Management) tasks in ready status.
See more details . Change in Behavior
For a better performance experience, number of open tabs is restricted to 6 in the mobile apps and an information message is shown when this limit is reached. However, you can still open additional objects after closing some of the open tabs, so that the tab count doesn’t exceed 6.
As a best practice, it’s recommended that you save your work periodically when working on large surveys and sales orders to ensure data retention.
When designing surveys containing more than 50 questions, it’s recommend using page breaks for optimal performance, organization, and efficiency.
Recent history list isn’t synchronized across devices. For example, the recent history list that you access in your tablet is different from the recent history list on your desktop. This is to ensure that recent history objects list is available in offline too. However, if the object isn’t synchronized for offline access, then you get an exception error if you open it. For example, a ticket in the recent history list, that isn’t synchronized for offline access, gives an exception error when you try to open it in offline.
System remembers your last selected action. In case last selected action is hidden (based on a condition) in certain scenarios, then it doesn't show as default selection instead the default selection of quick create component is shown. For example, Save in case of account creation screen.
Some usability issues like difficulty in working with table scroll and hierarchical reports can be expected in windows-based devices.
Incident reporting is supported with the following limitation- Report incident from exception dialog are NOT supported across all devices.
Extended Apps
The following functionalities aren’t supported for Theme Builder -Marketing Attributes, Document Flow, Activity time view, Retail- Transaction Timeline, Team Calendar and Product Details, AFS- Grid- Based Ordering and Product Details, Buying Center, Timeline in Opportunity, Survey, Number Input in fast order, Signature, Business card scanner, Pipeline Influencer, Deal Finder, Email Create, Planocheck, Mobile Forecast, Evernote, Heat map in analytics, Promotion calendar view, Resource Scheduler, Live Activity Center, Guided Activity Floorplan (GAF), and Computer Telephony Integration (CTI), and Genband Specific.
The workcenter view to see tickets has been changed. In the rich text editor, each row in a list has consistent height in the Fiori client. However, in the
browser, text, and white space are compressed, while in touch devices there’s more room between text and white space.
In the internet explorer browser, when you have a mashup in the list and switch to the map view, the list shrinks.
In global edit mode, select all feature is always disabled. In a list if the records spans across multiple pages, global edit is disabled when you do select all. In a list if the record is restricted to one page only, then global edit is available when you do select all. When you select a few items in a list and navigate to another page on the list, then global edit isn’t
available.
Limitations for Apps
The mobile apps support specific URL schemes for object navigation only. Data mashups aren’t supported in the apps. HTML mashup limitations in apps:
Data exchange between HTML mashup and C4C via POST message. External authentication used by HTML mashups (certain HTML mashups might still work.)
When you use SSO authentication in the HTML Mashup on Cloud for Customer Extended Mobile Apps, you must enter credentials and login to access the mashup content in the app. You will not be asked to enter credentials until you sign out.
Usage of Web API window.open in HTML mashups. Relying on IE version < IE11 for HTML mashups.
For annotations on Android, you might need to click on the textbox multiple times to bring up the keyboard while adding a note.
Barcode scanning isn’t supported on Windows. Business Card scanner isn’t supported on Windows. On Windows, the Email log feature only supports WindowsMail service and no other email service. So, you
need to choose WindowsMail as the default email service in the device setting. If you have any other email service set up, it won’t open the email service.
In the Windows app, sliding the on/off toggle button doesn’t work. You need to tap the button to turn it on/ off.
Area selection can’t be used for dashboard interactivity in Windows-based devices Annotation feature isn’t supported on Windows tablets, Internet Explorer and, Edge browser. Report incident functionality isn’t available both in online and offline. When you use the rich text editor in iPad, Android and Windows devices, the font name may not be
displayed even after it’s selected in the dropdown list. However, it’s correctly applied on the editor. This is a known issue from our third-party provider kendo.
While using the rich text editor, you can’t apply the underline and strikethrough styles simultaneously on the same text.
When you use the rich text editor in Microsoft Edge on Windows Mobile device or the Windows Mobile app, the text entered may jump out of the editor while scrolling. This is a general issue with Microsoft Edge when showing an iframe and not related to the rich text editor.
When you use mashups in Microsoft Edge either on Windows Mobile device or Windows Mobile app, the mashups are rendered inside the iframe. This is a general issue with iframe and not related to the mashups.
In tablets, the list header might cut off depending on the number of results displayed. This happens in the portrait mode, when both the side pane and navigation menu are open. You can collapse the side pane to see the header section.
When using the rich text editor, if you touch outside the text area before closing the soft keyboard, then the soft keyboard keeps popping up. This is an issue in iOS when using iframes. iOS is unable to access whether you’re focused out of the input field, and hence keeps bringing up the soft keyboard witheach touch action. You can resolve this by selecting an input field.
In online, when you upload file attachments from your phone's gallery or camera, each file has a maximum upload size of 5MB.
2.6.1.2 Offline Limitations
Find the list of offline limitation in SAP Cloud for Customer.
SAP Cloud for Customer is designed as a cloud-based solution — your system runs and stores your data in the cloud. This enables you to access your system anywhere and anytime, from the supported devices.
The SAP Cloud for Customer also includes the capability to work in offline mode, without a connection to your system. Due to the nature of the cloud architecture there are limitations on what you can do while working offline.
General Offline functionality limitations:
Offline mode supports basic edit and create for specific objects.
Note Key User Tools field extensions are supported at the header and item level – an initial download will be required for the object on the client after such changes are made.
Note All online validations may not be available offline; validations are done at the time of synchronization for data consistency.
Object deletions are not supported. Custom business objects and reporting are not supported in offline mode. Support for data volume of 5000 records per object. For example, 5000 accounts, 5000 opportunities,
and so on. All business configuration scoping validations are not available in offline. All field values are not defaulted offline during edit or create - they are defaulted after synchronization on
the server and updated.
Extended Apps
PDI enhancements are not supported in offline. Map view is not available in offline. Search results in offline mode are different from online, as the online advanced search capability is not
available offline. Word search based on regular expressions is not supported in offline. Enterprise search is not available offline. Notifications are not available offline. Launching help from Settings is not available offline. Incident Reporting is not available offline. Features related to flag, follow, favorite, and tag are not available offline. When a data list is loaded, there is scroll limit of 100 records in mobile devices. It is best to use advanced
search to narrow down the data list. In offline, when uploading file attachments from your phone's gallery or camera, each file has a maximum
file size of only 2MB. In the internet explorer browser, when you have a mashup in the list and switch to the map view, the list
shrinks. In SQLite database, search is case sensitive for NON-ASCII characters and not case sensitive for ASCII
characters. This is a limitation of SQLite database. The following workcenter views are not supported in offline:
Prices Price List Related Attachment Related attachment monitor New Library Attachments
Certain product lists and account hierarchies are not available in offline mode as they exceed the size limit. The limit for offline download per business object instance is 2 MB. Account hierarchy larger than 2000 accounts (customers) and product lists more than 4000 products are not downloaded. For example, the account hierarchy ‘Green mile’ has 5600 sub-accounts like 'Green mile New York' etc. If the account hierarchy is not downloaded, then the accounts like ‘Green mile New York’ is also not downloaded. However, if you are in the account team ‘Green mile New York’ and there is download rule ‘My Accounts’, then this account is downloaded even though the account hierarchies failed to download.
With each new release, incompatible changes are being delivered for users working with offline functionality in Extended Apps. With each release update, users are recommended to use the latest version of the app to connect to their system once updated. Restrictions/Limitations As in every release, perform the initial data sync in the latest app version to fetch the latest offline
functionality or else you can’t create or edit offline objects. In case you use the older version of the app with the updated system, the data download will be
blocked, but you can still work and upload offline changes based on the last version's code. Usage of the new version of the app with a system on the previous version won’t be supported.
2.6.1.3 Fiori client in Browser and Mobile apps Limitations
Find the list of smartphone limitation in SAP Cloud for Customer.
Note The following workcenter views are enabled in SAP Cloud for Customer, but they are not supported in smartphone:
Installation Points Installed Base Maintenance Plans
List of limitations for smartphones
On the homepage drag and drop on touch devices like Microsoft Surface and Internet Explorer touch is currently not supported, due to a limitation of Internet Explorer with touch events.
Month/Week/Work Week views are not supported for Calendar. Calendar view is not available in accounts result set. Fast Order entry is not optimized for smartphone. For example, Product selection in Sales Order and
Quote. Other features which needs to be optimized further are Document Flow, Activity time view, Retail -
Transaction Timeline, Retail - Team Calendar, Retail - Product Details, AFS - Grid Based Ordering, AFS - Product Details.
You cannot hide a work center view only from the smartphone. The Select All option is not available in chunk view, hence not available in Smartphone. Landscape mode is not supported for both android and iOS. Auto-complete while searching fields does not work in smartphones. Report filters is not supported in Windows based smartphones. Drag and drop to move fields in reports is not supported in Windows based smartphones. Show single values by tapping on chart does not work in smartphones. The Analysis workcenter is not available in Windows based smartphone. For the Registered Products view, the Items tab is not supported in smartphone. There are no navigation targets available for iPhones. Report incident from shell menu is supported only on tablets, not on phones. Workcenter view Installed Base is not supported on smartphone both in online and offline mode.
2.7 Offline Mode
SAP Cloud for Customer also includes the capability to work in offline mode, without a connection to your system. Learn how to enable offline mode for your solution.
Remember You need to contact your administrator to enable offline mode.
Extended Apps
Note Users must provide a PIN for offline data encryption and perform an initial synchronization of data before using offline mode.
General synchronization rules to keep in mind while working offline:
The maximum number of objects you can sync per item type is 5000. For example, 5000 accounts, 5000 opportunities, and so on.
You can’t delete synced objects in offline mode. Not all fields of synced objects are supported for edit or create, such as owner, or fields originally hidden
for the object. It’s a must sync before quarterly release production upgrade. It’s recommended to do a daily sync at the end of the day.
List of Offline Enabled Workcenter Views
Workcenter Workcenter View
Workcenter Workcenter View
Products Product Lists
Products Registered Products
Working in Offline
Once enabled, when you log into the app you can see Go Offline option under the user menu. You must do an initial sync to see any data in offline mode and use the app in offline. Select Sync Now under the user menu to start the initial sync. You see a blue loading ribbon on the top, indicating that the sync is in progress. The first time you synchronize all data that is relevant for you, the data download rules set up for your role is calculated and sent to the client.
All access controls setup on the server are considered and you only get the data you’re authorized to see. You can continue working in the app while the synchronization runs in the background. In subsequent synchronizations, only the delta changes are exchanged.
Once the synchronization completes, you can select Go Offline and continue working. Based on the data downloaded, you can display, create, and edit objects while offline. Once you have connectivity again, you can synchronize the changes. These changes are available in online, when you switch back to online mode from the user menu > Go Online.
Note If you launch the app without network connectivity, the app automatically launches in offline mode only
if user has already synchronized data to their device. Not all fields of synced objects are supported for edit or create, such as owner, or fields originally
hidden for the object. See the complete list.
Extended Apps
Synchronizing Data Offline
After setting the PIN and logging in, you can check which objects you can synchronize offline. The Offline Sync Setup shows separate tabs for queries configured by the administrator (Default Queries) and personalized queries created by the user (My Saved Queries). You can select or deselect the queries to see only the queries that you want to see in your device when you work in offline mode. You can choose to sync with any combination of queries. The query selections are remembered in subsequent sync runs. Deselecting a query deletes the data related to that query on the next sync.
Under user menu > Offline settings, you can see the detailed information.
The Offline Sync Setup shows default queries set by the administrator and your personalized queries. You can select or deselect the queries to see only the queries that you want to see in your device when you work in offline mode.
Last Sync Log gives you info about what has been synchronized as soon as the sync finishes.
Upload Sync Log is generated when you make changes in offline mode and load them to the system after syncing. It shows you details and errors that happened during the upload. If there are errors, you can drill down into the details per object and decide to resolve the changes or discard the changes.
Erase Synced Data removes all the synced data from the device.
Extended Apps
You see a visual indicator for changes and errors in offline mode. Visual indicators help users offline in the following scenarios (in details and list views). Objects that are edited/created offline and not yet synchronized have a yellow indicator. Objects that are synchronized and contain upload errors show a red indicator.
Related Information
2.7.1 Offline Settings
Learn how to enable SAP Cloud for Customer apps users to view data stored on the device when a network connection isn’t available.
The system isn’t enabled for working in offline mode by default. The administrator enables the offline mode for users and configures the data that will be available offline by setting up data download rules. Rules can be defined for a business role and/or for all roles. The administrator maintains the settings under Administrator Offline Settings .
By default all extension fields are available in offline as they’re generated. But, for other standard fields to be visible offline, it depends on what fields in the application has been enabled for offline usage.
Tip Enable a group of users by assigning the work center to a role.
2.7.1.1 Data Download Rules
The data downloaded offline for a user is the combination of data brought down by the rules valid for the user’s business role and the data brought down by rules valid for all business roles.
There are no rules configured out of the box. So, without data download rules, no data is downloaded in offline. Rules added without any business role are applied to all users across all roles. Otherwise, they’re valid for all users of specific business role only. The set of queries available to set as the data download rule per work center view (object), are the same as the ones available in the work center (when you’re working online). Maximum number defines the maximum number of records that are downloaded offline. Currently, the limit is 5000 per object.
The Offline Settings screen on the server allows you to Add new rules based on which the data is downloaded offline.
Extended Apps
Note Quick Add offers the option to see all the available queries for all the objects and you can multiselect
the objects. Then, select Add to set up multiple rules for the role. The set of queries available per workcenter are the same as the ones available in the workcenter. You can set up any query by creating a custom one or using the predefined ones. If the user needs, Maximum hits can be specified—default selection is 500. The maximum number of entries downloaded per object is 5000. And, if the limit is reached, the most
recent 5000 entries are downloaded.
Using custom queries for offline data download rules: It’s possible to create custom queries in a work center and then use it as a rule for offline data download. The creation of the custom queries can be performed using key user adaptation. Once created, this query shows up when trying to add a new rule in offline settings.
Follow-on objects for synchronization: You have finer control on what data is synchronized offline. You can define follow-on object download rules based on the accounts that are in the scope of a source query. For example, as a sales rep, you download ‘My Appointments’. You can choose to download follow-on objects that are selected based on the accounts that are selected by the source query. As an example, you can download all opportunities for the accounts that you’ll have appointments with.
Only specific source and follow-on objects are enabled for this feature. The source query shouldn’t have more than 500 records.
Related Information
Setting up rules for offline data distribution Improved offline settings and data distribution rules
2.7.1.2 Related Data Download
According to the settings maintained in Related Data Download, the administrator can further restrict the download of secondary objects from source to the target.
The administrator can have finer control on data downloaded offline and choose among the options All, None, Only First Level.
All - Downloads all related objects for each object. Only first level - Downloads only related objects for the initial ‘parent’ set of objects. Only the immediately
related data is downloaded offline automatically. Whereas, in All, the related data is calculated recursively (the object downloaded as related data would also have objects that are related to it). We recommend using Only first level.
None - No automatic download of related objects.
The Exceptions section allows you to define further fine-grained control on related data download. Under Exceptions, you can configure exceptions to the default settings that you configured. For example, you can choose the Default Settings None, which means that no related data is downloaded. Later, you set up an
Extended Apps
exception using Add. You define the Source Workcenter View as Sales Order/Quote, Target Workcenter View as Product, and Settings as All. The exception would then ensure that for each sales order or sales quote downloaded offline, the related Products is automatically downloaded offline. Further, all the information related to that Product would also be automatically downloaded (governed by the All option chosen for this exception). The available Source and Target options are provided by SAP. Certain related data is always downloaded irrespective of settings defined by you as they are deemed mandatory by SAP. The final dataset available locally on the client, offline, is a combination of data downloaded by the Data Download Rules and Related Data Download settings. Items downloaded as Related Data do not fall under the maximum limit of 5000 entries for an object type.
Note All (standard and KUT customized) queries show up in Offline Settings, allowing administrators finer
control on the data that is actually synced to a device. The key consideration is having control on data sync (to minimize the amount of data being transferred).
For a user using the app in offline mode, there is a fixed set of queries that are available in the object list. The queries that show up here are the ones that have been enabled to 'work offline' by SAP.
The All query in the app in offline mode, shows all the objects that are downloaded and available locally on the client. Therefore, this query is used in situations where the exact query is not available in the offline mode for the user to use.
In Offline Settings, you can configure multiple queries to download data for a role. In such cases, when offline, the All query shows up as a combination of the dataset of these queries.
The default setting specifies the behavior of the sync engine when it downloads related data of an object that is being downloaded for offline use. For example, downloading a sales order should automatically download the associated products even if no rule to download products was set up for the user (role) in the Data Download Rules tab.
Limit on the Related Data Download in Offline Settings: Related data download for an object is limited to a maximum of 2000 entries per object type during the offline synchronization. For example, up to 2000 parts can be download for each stock location. The administrator can change the number of entries to be downloaded. Whenever the administrator changes the number of entries to be downloaded, you perform a full sync for the change to take effect.
2.7.1.3 General The administrator can control the synchronization using the general settings.
General Settings: Administrators can define the behavior when conflicts occur during synchronization of data from offline. They can either choose to Continue and overwrite with the latest changes- this is the behavior which exists as of today (last change wins)
The other option is to Stop upload and append to error list- this ensures that changes made to objects which were also updated online in the meantime would be put to an ‘error’ state. The administrator can check the Upload Sync Log under Offline Settings, to view the errors and resolve them.
The other settings include:
Synchronization reminder that shows a pop-up to the end user to do a sync. Full synchronization reminder that reminds a user upon login, to trigger a full sync if the last
synchronization was performed before the time period. Enforce online login after a time-period enforces that the end user logs in to online mode according to the
number of days maintained here. Delete offline data after a time-period deletes offline data in the app if the user does not log in online and
synchronize data at least once. Maximum hits for personalized queries define the maximum entries to be downloaded (per object) if the
user synchronizes data, based on user-personalized queries.
Auto Sync Settings:
Extended Apps
The administrator can use this setting to enable automatic synchronizations on devices, at specific intervals.
Auto sync (scheduled synchronization) can be enabled by selecting the toggle switch Enable auto sync under auto sync settings. You can enable the toggle switch Confirm auto sync to see a pop-up dialog every time an auto sync is triggered while offline. The app performs an automatic sync after a specified time-period when you set a duration under Perform an auto sync after a time-period.
Based on the requirement, individual phases of the auto sync can be selectively enabled or disabled. The auto sync only goes through the enabled phases. This provides an improved sync performance. You can also only enable upload changes made offline, by manually choosing the Upload Data checkbox under Auto Sync Settings.
When auto-sync is enabled, the icon shows an A in between the arrows. Clicking the icon starts a manual sync. The horizontal yellow bar no longer shows animation to denote an ongoing sync.
Note You can no longer perform a Light Sync manually. Enablement of auto-sync will still leverage light sync
during the auto synchronization process.
Note It is recommended that you setup auto sync to upload data, update downloaded data and download
new data to ensure that the sync sessions are optimal. Auto-sync settings are detected by the app (if enabled by your administrator) after the first successful
sync session. For offline changes, an automatic upload is triggered 2 minutes after the last save operation. Currently, auto-sync is recommended for iOS and Android devices only. Windows users might notice
performance issues with the feature enabled. We recommend that you include upload data, update downloaded data, and download new data under
Auto Sync Settings to ensure that the sync sessions are optimal. After the duration set under Perform full sync after dropdown, a full sync is performed. Perform auto sync after sets the duration after which an auto sync is triggered in the app. This duration is valid only when the app is in use and, is reset if the app goes to the background.
A Manual Sync can be performed whenever required, by choosing the Sync Now option. A manual sync performs an initial full sync of data to the device for the first time. After this, every sync is a delta sync of offline changes and new changes from online.
You can also perform a manual sync by choosing the:
Sync icon ( ). Sync Now option in the user menu.
On choosing the Full Sync option in the online mode, all offline changes are uploaded, the existing offline database is erased, and a fresh data download from online to the user’s device is initiated. This option also cleans up unused data.
Note You cannot perform a full sync in the offline mode.
Extended Apps
2.7.1.4 Attachment Download
The administrator can define rules to control which attachments are downloaded automatically when a user synchronizes data offline on their mobile device.
The size of attachments to be downloaded to the offline can be controlled for each work center based on roles.
Note If the total file size of all attachments being auto-downloaded exceeds the threshold, there’s no auto-
download However, users can still manually download files by navigating to the object (existing behavior)
Survey Attachment Download Size Limit Based on Settings
Survey attachment download for offline honors the download limit defined for the offline attachments ( Administrator Offline Settings Attachment Download ). In case the survey attachments are larger than the single file size maintained, attachments aren’t available in offline. The administrator can adjust the values as required.
Limit on the Related Data Download in Offline Settings
Related data download for an object is limited to a maximum of 2000 entries per object type during the offline synchronization. For example, up to 2000 parts can be download for each stock location. The administrator can change the number of entries to be downloaded.
Whenever the administrator changes the number of entries to be downloaded, you perform a full sync for the change to take effect.
2.7.1.5 Upload Sync Log
Administrator centrally checks the upload sync logs for all the users in this screen. The upload errors can be corrected or deleted accordingly.
The administrator filters the user using the technical id for the user. Then, selects the row to see the error details in the messages section. The upload errors can be corrected or deleted accordingly. The administrator automatically sees the Sync Upload Logs for all users whereas a business user only gets to see their individual logs (in the app itself).
2.7.1.6 User Sync Information
See the details of user synchronization.
If the user has synchronized recently, then the following information is available:
The first table Instances synchronized last time shows the number of instances that have been synchronized for each object. Primary Instances lists those instances, that have been downloaded by the configuration maintained in Data Download Rules.
Secondary Instances lists the instances that weren’t directly determined via the Data Download Rules but were synched as dependent data via the configuration maintained in Related Download Rules. If no recent synchronization exists, then the table is empty, and a warning message is issued.
Note The results are available if the user has synchronized at least once in the last 5 days.
The second table Queries of user for synchronization gives the queries used for data downloaded for the user. It shows the actual scope of the synchronization as derived from the configurations in Data Download Rules, the business roles assigned to the user, and the individual personalization of the synchronization scope done by the user in the device synchronization settings.
2.7.2 FAQs
List of commonly asked question about offline mode.
1. Question: What is offline and how does it work? Answer: SAP Cloud for Customer, extended edition also includes the capability to work in offline mode, without a connection to your system. It allows users to view data stored on the device when a network connection isn’t available.
2. Question: How to launch offline mode? Answer: After logging into the app on your device, under the user menu dropdown, select Sync Now. When the process is completed, you can select Go Offline and you’re ready to work without an internet connection.
3. Question: What are features available in Offline settings? Answer: You can check Offline Features available on our SAP help portal at: Offline Features [page 41]
Extended Apps
4. Question: Why it’s necessary to do offline settings? Answer: Your system isn’t enabled for working in offline mode by default. You need to contact your administrator to enable offline mode, for the data download rules to be assigned to the corresponding user.
5. Question: How are attachments downloaded in offline? Answer: To view and download attachments in offline mode, got to user profile > Sync Now. This makes attachments available in offline mode and uploads the attachments created offline to the server.
6. Question: What is difference between Initial and Delta sync? Answer: Initial Sync (Full Sync) downloads all data associated to the user/business role. Delta Sync only synchronizes and downloads data that has been updated or changed. Any sync that you perform in the application is a delta sync. If you want to perform a full sync, use the Full Sync option in the Sync Now dropdown.
7. Question: Are custom objects and reports supported in offline? Answer: Custom business objects and reporting aren’t supported in offline mode.
8. Question: Is map view available in offline? Answer: Map view isn’t available in offline.
9. Question: Notifications work in offline? Answer: Notifications aren’t available offline.
10. Question: Does KUT / Custom query show up in offline? Answer: Yes, KUT/Custom queries are available in offline mode. After creating them in UI, you need sync the app again to see it in offline.
11. Question: How to do a full sync? Answer: After an upgrade from a new release, we recommend performing a full sync on your device. Under Offline Settings click Erase Synced Data, after the process is completed click Sync Now. This process avoids missed data or inconsistences in offline mode.
12. Question: How many products can you sync to offline mode? Answer: Support for data volume of 5000 records per object. For example, 5000 accounts, 5000 opportunities, and so on.
13. Question: How to check and fix upload errors? Answer: Under Offline Settings, go to Upload Sync Log and in the section Upload Errors a list of errors is displayed. Click the tool icon and you’re directed to what is triggering the error message.
2.7.3 Troubleshooting
Uploads from the offline mode can fail in some scenarios. In these situations, you are informed that there are errors in the upload queue, and asked to resolve these errors in Offline Settings.
Additionally, the administrator can navigate to Administrator General Settings Offline Settings Upload Sync Log to resolve synchronization issues.
You may come across any of the following error scenarios.
Change request failed too many times (no save)
Scenario
A visit is synchronized offline. Then, in the online mode, an administrator makes an optional extension field mandatory. During offline execution, the offline visit is saved without any issues, but upon synchronization the visit cannot be saved if the field is empty. All the changes that were made offline are not applied.
Solution
Press the gear wheel on the left side of the erroneous record. All the changes are replayed again till you chose Save. Fix the erroneous data and save. Then the state of the upload goes to Processed, and the changes are available on the backend.
Note In the example above, you receive the error message Mandatory field missing. You can then maintain the data in this resolved UI and save.
Change request processing dumped too many times
Scenario
Solution
Press the gear wheel on the left side of the erroneous record. All the changes are replayed again till you chose Save. Fix the erroneous data and save.
If this still leads to an exception, open an incident.
Conflict exists with previous upload errors in Upload Sync Log
Scenario
If you make multiple changes to a document, this leads to multiple upload requests. For example, if you open a quote in the offline mode, add an item, save, and close. Then open it again, change the order date and quantity of the item, save, and close. This leads to two separate upload requests. If the first upload request is in the error state, then the second upload is not processed, but kept directly in the error state.
Solution
Either resolve or withdraw the error in the first upload request, then resolve the second upload request.
Changed after synchronization
Scenario
If a document has been modified in the offline mode, while there were changes to the same document online, you cannot upload the document directly.
Extended Apps
This is applicable only if the administrator has enabled the Stop upload and append to error list option in Work Center Administrator General Settings Offline Settings General Upload Conflict Resolution .
Solution
Either the administrator, or the person working in the offline mode must check the current version of the document on the server and either resolve as usual or withdraw the offline changes.
Changed and Conflict
Scenario
If you make multiple changes to a document and try uploading it while there are other changes to the same document in the offline mode.
Solution
Either the adminisrator, or the person working in the offline mode must check the current version of the document on the server and either resolve as usual or withdraw the offline changes.
Withdrawn by user
Scenario
If you withdraw a failed upload, the changes you made in the offline mode are lost.
Solution
Withdraw the request only if you cannot resolve the error and need the subsequent upload requests to be saved.
Note If you withdraw adding an item to the quote, then an upload request changing this item cannot be resolved anymore.
2.8 Offline Features
Learn about the item types supported in sales and service, and the operations currently supported while working in offline mode.
2.8.1 Sales Orders Offline
This topic presents the following information about sales orders in offline mode - validations, determinations, fields and actions supported, and additional information.
Validations and Determinations
Find below the information about sales orders implementation logic for change scenario in offline mode.
Overview of Implementation Logic for Sales Orders in Offline Mode
Topic Feature Determination Standard Logic
Implementation Logic For Change Scenario in Offline Mode
Sales Unit Sales Unit Determination Sales unit from the org. model from the logged in user
If the sales area is modified, then the following logic ap plies:
If sales area is main tained at the account level with the changed sales unit as either Sales Group or Sales Office, then the matching sales area ((Sales organiza tion + distribution chan nel + division) is consid ered.
Extended Apps
Sales Area
Note The Payment Terms, In coterms, Incoterms Lo cation, Currency are de termined from the sales data of account.
Sales Area
Note If the distribution channel and division have been manually changed, then these will not be redeter mined after the change of sales organization.
Note Additionally, the following area also determined using sales data:
Owner: logged in user Primary Contact: Pri
mary contact of the account
Ship-To: The main ship-to of account is considered. If you first enter the Ship-to, then the corresponding Sold-to (Account) will be determined.
Pricing Date: Current Date
Requested Date: Cur rent Date + 2 Days
Territory: Territory is determined if the ac count has a single ter ritory. Else, a warning message is displayed to manually select the territory.
Employee Sales Data: Logged in user's sales area assignment is considered. If user is assigned to more than one sales areas, then the first sales area assignment is considered.
Account Sales Data: Validate if the sales area maintained at the account level has this Sales Unit as signed either as Sales Group or Sales Office. If available, the matching Sales Area (sales organization + distribution channel + division) is considered
Account Sales Data Sales organization of
the logged in user is considered without defaulting the Distri bution Channel and Division.
Employee Sales Data: If the sales organization is valid for the logged in user, defaults the same along with the distribu tion channel and divi sion.
Account Sales Data: If the sales organization is maintained in the sales area of the account, the distribution channel and division from the match ing sales area are de faulted. If more than one sales area assignments are available, then the first sales area is consid ered.
Product Lists Manual Proposals(Add from List)
All product lists that are valid for today and:
Active and valid for all accounts OR
Valid for account in sales order OR Account hierarchy (parent accounts) + hierarchy indicator OR
Target groups of ac count and sales area or sales organization only or distribution channel only or divi sion only and territory (if exists in sales or der)
Auto Proposals All products from the product lists that are marked for automatic as signment and that are:
Active and valid for current date. OR
Valid for account in sales order OR (ac count
Account Hierarchy (parent accounts) + hierarchy indicator
OR Target groups of ac
count AND sales area or sales org. only or distribution channel only or division only and territory [if exists in sales order).
Product Category Product category All product categories sup ported for offline orders
Extended Apps
Promotions Promotion determination when a product is added
Released and valid for cur rent date (buying date) AND:
Valid for accounts OR
Valid for target groups of account
Promotion Determination When Multiple Promotions are Availa ble
When multiple promotions are available, the priority is determined as per the se quence given below:
1. Promotions directly at account level
2. Promotions at parent account level
3. Promotions at target group level
Product UoM The unit of measure at the sales area level (sales or ganization + distribution channel) will be defaulted
Pricing Pricing is based on replicated conditions from ERP system
Base Price or Cus tomerSpecific Price Determination: - The price added manually for a newly added product is considered as the base price.
Manual discount condition (% and ab solute) at item level - This discount condi tion, when applied, subtracts the dis count percentage and absolute discount from the net price.
Note The calculation and sync of con ditions is based on the assump tion that the first two flexible con ditions (PPE1, PPE2) are map ped to manual discount (%) and manual discount (absolute).
Actions in Add Products screens
Action Save Saves the order and re turns to the search list
Action Save and Simulate Saves the order and opens the order in offline mode
Note No simulation is per formed for offline or ders
Extended Apps
Validations Following validations are performed on offline or ders:
1. Minimum order quan tity checks based on sales area in products
2. Account blocks check based on order block ing reason in account + document type from fine-tuning con figuration
3. Multiple territory checks and warnings
Document Type Possible order document types will be displayed for selection. External Only document types are not displayed for selection.
Sales Order Detailed View 1. Sales order detailed view display includes the tab screens for Overview, Products and Involved Properties.
2. Header fields can be modified
3. Single product can be added using the Add Product.
Past Sales Orders All completed sales orders for account OR account + logged in employee OR for logged in employee
Fields
Information about offline sales orders field level availability is detailed in this topic.
Note Most of the sales order fields are now also available offline. The fields that have some offline determination have been listed in the table.
Create Screens - Field Level Availability Information
Object Header Field Availability Offline Default/Determination Online
Default/Determination Offline
Order Header
Description Y N N
Ship-To N Y Y
Owner Y Y Y
Division Y N N
Language Y Y N
Currency Y Y N
Extended Apps
Default/Determination Offline
Promotion Y Y Y
Manual Discount % (Offline Only)
Y N N
Estimated Price (Off- line Only) - [Price x quantity - discount% - discount (cur rency)]
Y N Y
UoM Y Y Y
GTIN Y Y N
Tab Section Field Display
Edit (direct OR Via Ac tions OR Via Naviga tion)
Overview Y Y
Primary Contact Y Y
External ID Y N
Pricing Status Y N
Credit Status Y N
External Reference Y Y
Description Y Y
Net Value Y N
Owner Y Y
Name Y NA
Address Y NA
E-mail Y NA
Phone Y NA
Extended Apps
Main Y NA
Product ID Y Y
Product Description Y Y
Net Price Y Y
Internal Notes Y N
Description Y NA
Status Y NA
Involved Parties Involved Parties Role Y N
Name Y N
Address Y N
E-mail Y N
Phone Y N
Main Y Y
Type Y N
Subject Y N
Status Y N
Description Y Y
Relationship Y N
Priority Y N
Status Y N
Extended Apps
Action - New N Y
Actions
Find information about the different actions available in offline for Sales Orders.
Order Detailed View - Actions Availability
Global/Tab Actions Offline Availability
Past Orders Y
Product Lists Direct assignment to account or valid for all accounts.
Promotions Direct assignment to account.
Add Y
Global/Tab Actions Offline Availability
Save and Open Y
Save and Simulate Save the simulated the order and open the sales order - Product tab screen in focus.
Finish Triggers the relevant actions when synced. And after the sync, the other is no longer editable.
Bar Code Scanner Allows to add products by scanning based on the GTIN maintained in prod ucts master data.
Increment Quantity Number maintained allows the adding that number to the quantity of a prod uct.
Additional Information
Things to keep in mind as you work with Sales orders.
You can add products in offline fast order entry using bar code scanning. The following conditions are valid for bar code scanning:
Note This feature is available only for the mobile apps on device.
If you are using a third-party application for scanning, you can only scan one product at a time. Note that the app has to be launched each time you need to scan.
If you are using an in-built bar code scanner on the device, you can scan multiple products after you launch the plug-in for this application the first time you use the app.
Item category selection: You can change the item category for a line item for orders with maintenance mode Internal & External.
Availability of estimated prices during product selection for offline orders. Configurable Price Elements Mapping for Offline Manual Discount: Mapping between pricing
conditions and configurable price elements (CPE) for enabling offline manual discounts in sales order. A new configuration under Business Configuration Open Activity List External Pricing Assignment of External Price Elements for Offline Pricing is available for this feature.
Create and Edit Signature Capture: It is possible to create and edit signatures in offline and sync back to the cloud solution.
Extended Apps
2.8.2 Sales Quotes Offline
This topic presents an overview of features supported for sales quotes in offline mode. Sales quotes create, edit and display is supported in the offline mode with a very limited scope.
Overview of Implementation Logic for Sales Quotes in Offline Edit Mode
Topic Feature Determination Standard Offline Logic
Document Type Quote document types will be displayed for selection.
Sales Unit Sales Unit Determination Sales unit from the org model from the logged in user
Sales Area
Note The Payment Terms, In coterms, Incoterms Lo cation, Currency are de termined automatically from the sales data of the account, once a quote gets synchronized.
Sales Area
Note If the distribution chan nel and division have been manually changed, then these will not be re- determined after the change of sales organi zation.
Employee Sales Data: Logged in user's sales area assignment is con sidered. If the user is as signed to more than one sales areas, then the first sales area assign ment is considered.
Account Sales Data: Val idate if the sales area maintained at the ac count level has this Sales Unit assigned, ei ther as Sales Group or Sales Office. If available, the matching Sales Area (sales organization + distribution channel + division) is considered.
Account Sales Data Sales organization of the
logged in user is consid ered without defaulting the Distribution Channel and Division.
Employee Sales Data: If the sales organization is valid for the logged in user, defaults the same along with the distribu tion channel and divi sion.
Account Sales Data: If the sales organization is maintained in the sales area of the account, the distribution channel and division from the match ing sales area are de faulted. If more than one sales area assignments are available, then the first sales area is consid ered.
Involved Parties Owner: Logged in user Primary Contact: Main
contact of the account (not considering sales area dependencies)
Ship-To: The main ship- to of account is consid ered. (not considering sales area dependen cies)
If you first enter the Ship-to, then the corre sponding Sold-to (Ac count) will be deter mined.
If quote is synchronized and online, party determination takes place for parties that are not manually added.
Product Lists Manual Proposals (Add from List)
All product lists that are valid for today and :
Active and valid for all accounts OR
Valid for account in sales quote OR
Account hierarchy (pa rent accounts) + hierar chy indicator OR
Target groups of ac count and sales area or sales organization only or distribution channel only or division only and territory (if added in sales quote).
Extended Apps
Auto Proposals All products from the prod uct lists that are marked for automatic assignment and that are:
Active and valid for cur rent date. OR
Valid for account in sales quote OR Account Hier archy OR
Target groups of ac count AND sales area or sales org only or distri bution channel only or division only AND terri tory [if exists in sales quote).
Product category Product category All product categories are supported for offline quotes.
Promotions Promotion determination when a product is added
Released and valid for cur rent date (buying date) AND:
Valid for accounts OR
Valid for target groups of account
Promotion Determination when multiple promotions are available
When multiple promotions are available, the priority is determined as per the se quence given below:
1. Promotions directly at account level.
2. Promotions at parent account level.
3. Promotions at target group level.
Product UoM The unit of measure at the sales area level (sales organi zation + distribution channel) will be defaulted.
Pricing Pricing is based on a few re plicated conditions from ERP system.
Note Currency conversions and product quantity conversions will not be considered for offline price calculations.
Pricing only refers to an ESTI MATION.
Quotes with document types referring to internal pricing will automatically receive pri ces when synchronized. For external pricing, user needs to trigger pricing request while online.
Base Price or if available Customer Specific Price will be determined .
Note Only prices that relate to logged-in user assigned sales organization, will be considered for offline price calculations. Prices view in work center Prod ucts is only supported in online mode
Manual discount condition (% and absolute) at item level - This discount condi tion, when applied, subtracts the discount percentage and absolute discount from the net price.
Note The calculation and sync of the discount condi tions is based on the as sumption that these con ditions are correctly mapped in fine-tuning. This is only valid for ex ternal pricing. Offline dis count maintenance for sales quote document types that refer to inter nal pricing, will not be synchronized.
Object detail view does not show External Pricing result in offline mode.
External Pricing elements added by a key user and visi ble in the product table or online header, are not sup ported in offline mode.
Extended Apps
Quote Actions The Set to Lost header action is supported.
Item actions supported: Add From All Products, Add From Product Lists, and Add From Past Orders
Note No header actions are supported for quotes offline. Header field Rea son for Rejection can be maintained offline mode.
Validations Pricing Date: Current Date
Valid-To: Determination based on fine-tuning.
Requested Date: Deter mination based on fine- tuning.
Territory: Territory is de termined if the account has a single territory. Else, a warning message is displayed to manually select the territory.
Following validations are per formed on offline quotes:
Minimum order quantity check based on sales area in products.
Multiple territory check and warning.
Note Account blocks will not be considered in offline sales quote.
Sales Quote Detailed View 1. Sales quote detailed view display includes the tab screens for Over view, Products, In volved Properties, Ac tivities, and Attach ments.
2. Header fields can be modified.
3. Single product can be added using the Add button.
Header attachments can be downloaded to offline. Item attachments are not visible offline.
Past Sales Orders All completed sales order items are for account OR ac count + logged in employee OR for logged in employee.
Edit Output Settings Note If the quote is synchron ized and online, output settings are automati cally determined based on the output form and output channel determi nation rules.
No selection of output set tings and Submit action is supported while offline.

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