Znuny & SAP CRM Integration Extension – Sync Business Partners, Contacts and Employees

Summary: The Znuny & SAP CRM Integration Extension connects your help desk with SAP CRM (classic SAP CRM 7.0 on SAP NetWeaver) and modern SAP Customer Experience (formerly SAP Hybris / SAP C/4HANA). It synchronizes Business Partners, Contacts, and Employees, ensuring customer and organizational data flows seamlessly between support and enterprise systems.

Why This Integration Matters

SAP CRM is often the central system of record for customers and business relationships. Without integration, service agents must manually duplicate data, causing errors and slowing down collaboration. The Znuny–SAP CRM Integration ensures tickets, customers, and business partners stay connected across both platforms.

• Unified customer data
  see SAP Business Partner and Contact information directly in Znuny
• Seamless synchronization
  align Znuny customers with SAP Business Partner master data
• Improved collaboration
  support and business teams work from the same dataset
• Audit readiness
  trace data flows for compliance and reporting

What Does the Integration Offer?

The extension uses available SAP OData/REST APIs to synchronize master data and ticket-related information.

• sync Znuny customers with SAP Business Partner records
• create and update Contacts (BP relationships, employees)
• link tickets to SAP Business Partner IDs for traceability
• fetch organizational assignments (e.g., sales org, service org) into Znuny
• optional push of ticket status updates back into SAP CRM as Service Requests

Key Features:

• Business Partner integration
  align Znuny customers with SAP BP master data
• Contact & employee sync
  synchronize employees and related contacts
• Flexible mappings
  map ticket fields to SAP CRM fields (Service Request, Activity, Case)
• Bidirectional updates
  customer and ticket updates flow between both systems
• Role-based access
  control who can sync or push data

Why Use Znuny–SAP CRM Integration?

This integration ensures your support desk becomes an integral part of your SAP-driven processes:

• 360° customer view
  agents see SAP CRM master data directly inside Znuny
• Process efficiency
  eliminate duplicate entry and manual reconciliation
• Traceability
  map support cases to SAP Service Requests and BPs
• Compliance
  retain audit-ready history of customer interactions

Workflow Example

1. A new ticket is created in Znuny by a customer
2. The extension matches or creates a SAP Business Partner record
3. Related Contacts or Employees are synchronized
4. Optionally, a Service Request is created in SAP CRM or SAP CX
5. Updates in SAP CRM flow back into Znuny, keeping agents informed

Prerequisites

• An available SAP CRM or SAP Customer Experience test instance
• On classic SAP CRM (NetWeaver-based): SAP NetWeaver Gateway with OData services enabled
• On modern SAP CX / SAP C/4HANA: REST/OData API endpoints accessible for Business Partner and Service Request objects
• Appropriate API credentials and authorizations

Conclusion

The Znuny & SAP CRM Integration Extension bridges your help desk with both classic SAP CRM and modern SAP Customer Experience systems. It ensures Business Partner, Contact, and Employee data stay in sync, improving collaboration and compliance across service and enterprise teams.

Get started today and connect your Znuny help desk with SAP CRM for complete, SAP-driven customer visibility.

FAQ

Which SAP systems are supported?

Both classic SAP CRM 7.0 (NetWeaver) and modern SAP Customer Experience / SAP C/4HANA are supported.

Which objects are synchronized?

Business Partners, Contacts, and Employees, with optional Service Requests and Activities.

Is a test instance required?

Yes. Customers must provide a test instance for configuration and validation.

What are the prerequisites on SAP CRM 7.0?

An active SAP NetWeaver Gateway with OData/REST APIs enabled.

Does the integration work both ways?

Yes. Updates can flow from Znuny into SAP and from SAP back into Znuny.