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CRM 7.0 EHP3 INTERACTION CENTER BOOK Page 1 of 80

CRM 7 EHP3

INTERACTION CENTER

FUNCTIONS BOOK

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CRM7EHP3

CRM INTERACTION

CENTER FUNCTIONS

BOOK

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TABLE OF CONTENTS

Executive Overview .................................................................................................Error! Bookmark not defined.

Our Understanding .................................................................................................Error! Bookmark not defined.

Why Safeguarding? .................................................................................................Error! Bookmark not defined.

Safeguarding Value Proposition ...........................................................................Error! Bookmark not defined.

Methodology and Approach .................................................................................Error! Bookmark not defined.

Delivery Procedure ............................................................................................Error! Bookmark not defined.

Deliverables ........................................................................................................Error! Bookmark not defined.

Component Details

Safeguarding Quality Management ................................................................Error! Bookmark not defined.

Technical Feasibility Check ...............................................................................Error! Bookmark not defined.

Technical Integration Check .............................................................................Error! Bookmark not defined.

Solution Manager Starter Pack ........................................................................Error! Bookmark not defined.

Expertise on Demand ........................................................................................Error! Bookmark not defined.

SAP GoingLive On-Site ......................................................................................Error! Bookmark not defined.

SAP Optimization Services ................................................................................Error! Bookmark not defined.

The Financial Value of Safeguarding ....................................................................Error! Bookmark not defined.

Investment Summary .............................................................................................Error! Bookmark not defined.

References .............................................................................................................................................................. 4

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CRM 7.0 EHP3 INTERACTION CENTER BOOK Page 6 of 80Specifics for Interaction Center: CRM Business Transactions

Compared to CRM Enterprise, the following specifics apply to CRM business transactions in the interaction center (IC).

You can create, change, and display business transactions in the IC. The following SAP CRMbusiness transaction categoriesare

available and can be integrated into the IC: Service (service order, service request, incident, problem, request for change, complaint, case, service quotation, service contract,

service contract quotation)

Sales (CRM sales order, quotation, sales contract, ERP sales order, ERP quotation, ERP sales contract) Marketing (lead, opportunity) Activity (appointment, task, contact)These business transactions have been integrated into the IC and are the same as those in CRM Enterprise, except that in the IC they

have a tiled layout. You can choose to use an overview layout for these business transactions instead by making settings in Customizing

forCustomer Relationship Managementunder UI Framework UI Framework Definition Register Overview Pages for Tile Layout .

Note

The standard CRM business transaction for leads has been integrated into the IC. However, there is a slight difference between the lead

deduplication process in the IC and in CRM Enterprise. During the lead deduplication process, if two matching leads are found, one lead

is identified as the primary lead and the two leads are merged. In the IC, the secondary lead is then immediately deleted, whereas inCRM Enterprise the secondary lead is marked with the status Obsolete and only deleted once the relevant report runs in the background.

In the IC, the primary lead after the merge is then linked to the activity clipboard.

I ntegration

The business transaction concept in SAP CRM applies for process execution in the IC. For more information, seeBusiness

Transaction in the CRM Enterprise documentation.

Since the user interface and the processing of transactions are separated within the framework of the business transaction, you can

create sales orders in the IC, postprocess them in CRM Enterprise, and transfer them to SAP ERP. The user interface can be tailored in

each case to the requirements of each user group. It displays all functions in CRM Enterprise that a sales employee requires, whereas

the interface in the IC can be configured to show fewer fields and functions accordingly. However, Customizing and processing are

identical.

Prerequisites

You have maintained the settings for business transactions in Customizing forCustomer RelationshipManagementunder Transactions Basic Settings .

Note

You must assign the business transaction categoryBusiness Activity to your transaction type to use the interaction record.

You have defined which transactions types are available to the agent, and which transaction type is to be used as standard. Youcan do so in Customizing forCustomer Relationship Managementunder Interaction Center WebClient Business Transaction Define

Business Transaction Profiles .

You have assigned the business transaction profile to a business role in Customizing forCustomer RelationshipManagementunder Interaction Center WebClient Define Business Role .

Features

You can create follow-up transactions for business transactions. You can define the transaction type for transaction data and the additional business transactions (service orders and sales

transactions) separately. You define this in the Customizing for the business transaction profile.

When using the following CRM business transactions in the IC, you can use an enhanced product search and integrate the Real-Time Offer Management (RTOM) offer list:

o CRM sales ordero ERP sales ordero ERP contracto ERP quotationo CRM service ordero Complaint (using an advanced search dialog box)You can use the enhanced product search to do the following:

o Add products directly to the relevant business transactiono View a preview of the product description and picture from the product search resultso Select one or multiple products from the product search results, add quantities, and adjust the unit of measureo Add the selected products to the items list of existing sales and service orders

http://help.sap.com/saphelp_crm700_ehp03/helpdata/en/03/407bbfbe78d411a4950060b03c3b0e/content.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/03/407bbfbe78d411a4950060b03c3b0e/content.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/03/407bbfbe78d411a4950060b03c3b0e/content.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/4a/f39bf2f3c56530e10000000a42189b/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/4a/f39bf2f3c56530e10000000a42189b/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/4a/f39bf2f3c56530e10000000a42189b/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/4a/f39bf2f3c56530e10000000a42189b/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/4a/f39bf2f3c56530e10000000a42189b/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/4a/f39bf2f3c56530e10000000a42189b/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/03/407bbfbe78d411a4950060b03c3b0e/content.htm

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CRM 7.0 EHP3 INTERACTION CENTER BOOK Page 7 of 80o Create a new sales or service order with an attached product directly from the new product search resultsYou can use the RTOM offer list to do the following:

o View offers sorted according to the offer rank field (highest to lowest) as defaulto Transfer products from the offer list to an existing or a new sales or service order

You can either create new orders from a button on the offer list or you can select an existing order from the list.

To use the enhanced product search and RTOM offer list, you must activate the business functionSales and

Service(CRM_SLS_SRV_1).Last update: 2013-07-15

http://help.sap.com/saphelp_crm700_ehp03/helpdata/en/ef/6abdf6af4c48f28e0f4933327a1b89/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/ef/6abdf6af4c48f28e0f4933327a1b89/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/ef/6abdf6af4c48f28e0f4933327a1b89/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/ef/6abdf6af4c48f28e0f4933327a1b89/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/ef/6abdf6af4c48f28e0f4933327a1b89/frameset.htmhttp://help.sap.com/saphelp_crm700_ehp03/helpdata/en/ef/6abdf6af4c48f28e0f4933327a1b89/frameset.htm

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