C4C & Lotus Notes integration for service users

Hi,
I tried to find information about C4C and Lotus Notes integration for service users without success. User manual says on Sales both Outlook and Notes, but in Service only Outlook. Does Lotus Notes add-in work for service users similar than sales users? Is there anywhere demo video for that? I can only found demo video for sales (SAP Sales OnDemand Outlook Integration Demo (new) - YouTube).
-Aatos

Hi Aatos,
The Lotus notes integration currently supports the "Field Service" role in Cloud for Service where you are primarily servicing customers in the the field and have direct email communications with your customers. In this use-case, similar to "Field Sales" (AKA SFA Users) in Cloud for Sales, you can receive an email from a customer, get information about that customer from Cloud for Customer via the Lotus Integration, and be able to upload that email into Cloud for Customer as an email activity to track the email correspondence between the user and the customer.
However, the Lotus notes integration does not support the "Call Center" role in Cloud for Service where you are a contact center agent in a centralized service center processing emails that are routed into a common inbox and all correspondence is sent out in behalf of a central inbox such as [email protected] In this usecase all emails automatically create tickets and all emails both inbound and outbound are automatically recorded as email activities without customer or user intervention. The email client for this usecase is either a C4C email client or Windows Outlook Client as you found in the documentation.
Thanks,
Rei

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