2008 06 Sapskills de F5

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SAP Skills 2008 Conference

CRM 2007 Interaction Center

Henning Duerholt, SAP APM CRM IC

May 2008

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© SAP 2008 / SAP Skills 2008 Conference / F5 /

Agenda

User Interface Enhancements

SAP Business Communication Management

Client Switch and Multi Chat

SAP Real-Time Offer Management

Further Enhancements

Further Information

Part I: Overview

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UI Enhancements

One common CRM UI Framework (2006s)

UI Configuration Tool (2006s)

SAP New Skin Design adaptation (2007)

Hide / Display navigation bar (2007)

Drag & drop assignment blocks in Overview pages(2007)

Table Features: filter and sort; drag & drop tablecolumns (2007)

Enhanced Integration of CRM WebClient content(2007)

Personalization and Shortcuts (2007)

Telephony Toolbar Icons (2007)

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UI Enhancements: Integration of CRM

WebClient Popups

Integration of CRM WebClient Popups for Selection of:

Transaction Type, Organizational Units

Reference Documents: Quotations, Sales and Service Contracts

Contact Persons

Note:

The integration

is optional so that

IC can still be run

free of popups.

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Agenda






Further Information

Part I: Overview

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SAP CRM Interaction Center – Communication

Enabled Business Processes

With SAP BCM, SAP can offer an end-to-end Contact Center solution and facilitateCommunication Enabled Business Processes

Communication

ManagementSystem*

Communication & Interaction

Processes

SAP BW / KPI Reporting

Legacy and

BackendSystem

SAP CRM (Interaction Center)

CRM Marketing Sales & ServiceProcesses

ERP Processes (Logistics,

Accounting,…)

SAP BCM (SAP ERP)

* Traditionally only third party products

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From isolated communications

and systems silos …

SAPCRM

Support Communication-Enabled Business Processes

(CEBP) with SAP Business Communications Management

Manage distributed cross-functional resources Leverage corporate knowledge

Provide a seamless customer experience across channels

SAP Business

Communications

Management

Customers

Customer-facing

employees &

systems

Data

network

Data

network

SAP

CRM

Phone Mobile/

SMS

E-Mail/

Fax/

Chat

Contact

Center

… to integrated all software-

based Communication-Enabled

Business Processes

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Agenda






Further Information

Part I: Overview

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Main Client Cockpit:

Is used to accept

calls

Highlights the

appropriate work

client to further

process the call

Interaction Center: Client Switch

Main Client and Work Client

Work Clients:

are used to process the

call

are determined

automatically based onthe information of the

incoming call

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Interaction Center: Client Switch

Main Client Inbox

Main Client Inbox:

Shows the inbox workload of the

work clients

Allows to navigate to the work

client inbox

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© SAP 2007 / Page 11

Interaction Center: Multi Chat

Chat Partner 1

Chat Partner 2

Chat Partner 3

CRM 2007 C o

mm uni c a t i onM

an a g em en t S of

t w ar e

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Interaction Center: Multi Chat

Supports agents to handle chat sessions of several customers Highlights the appropriate session where a new chat request or chat reply was

received

Avoids that agents have to open multiple browser sessions to handle several

chat sessions.

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Agenda






Further Information

Part I: Overview

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Inbound Marketing is Recognized by Analysts

as the Best Marketing Method

“Intrusive”

3% Success

Campaign

Enterprise Initiated,

Marketing Driven

‘Intrusive’

3% Success

“Convenient”

20% Success

Event Driven

Customer Triggered,

Product as Service

‘Convenient’

20% Success

Real Time

Customer Initiated,

Relationship Driven

‘ Appropriate’

40% Success

The main challenge [for banks] is to forge a marriage between the twin goalsof sales and service in their deployment of CRM systems.“

IDC

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RTOM and Interaction Center Process:

Offer Indication and Offer List

Agent displays offer list and

recommends products to the customer.

Agent adds a product to the cart.

After accountconfirmation the

detection of offers

is indicated

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Agenda






Further Information

Part I: Overview

C 2006 (1)

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Interaction Center 2006s Enhancements (1)

Intent Driven Interaction

Business Rules Based User Guidance

IC events – Define own IC events based on user

interface actions

Rule modeler – Use IC events and other business

information to, for example, raise alerts and scripts,

and navigate

Alert editor – Create alerts with text variables and

navigation

Multi Channel Communication

Enhanced E-Mail Editor capabilities and usability

Third-Party integration into E-Mail

Response Management System (ERMS)

I t ti C t 2006 E h t (2)

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Interaction Center 2006s Enhancements (2)

Account Identification

Business Partner Relationships

Mixed B2B and B2C Account Identification

Index-based Search

Address Validation and Duplicate Check

ViewSet Enhancement Concept

Product Related Enhancements

Product registration allows integration of iObjects

Product search and result list enhanced

Product catalogue based search

SAP CRM I t ti R ti

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SAP CRM Interactive Reporting:

Service Ticket Reporting

SAP CRM I t ti R ti R t

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SAP CRM Interactive Reporting: Report

Administration

Agenda

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Agenda






Further Information

Part I: Overview

Further Information

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Further Information

SAP CRM - Roll-Out Map

https://portal.wdf.sap.corp/go/crm-rollout-map

SAP CRM - Ramp-Up Knowledge Transfer (RKT)

http://service.sap.com/rkt-crm

SAP CRM – Demo Portal

http://crmportal.wdf.sap.corp:1080

SAP CRM – WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portal

http://help.sap.com/crm

SAP Public Web

http://www.sap.com/solutions/business-

suite/crm/featuresfunctions/index.epx




http://crmportal.wdf.sap.corp:1080/

https://wiki.wdf.sap.corp/display/SAPCRMHub/Home


http://www.sap.com/solutions/business-suite/crm/featuresfunctions/index.epx









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CRM 2007 Interaction Center

Henning Duerholt, SAP APM CRM IC

May 2008

Agenda

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CRM WebClient Integration

Business Transactions in IC

Selection Dialog Boxes in IC Business Transactions

Account Fact Sheet

Further Information

Agenda

Part II: Technology and Process Integration

Interaction Center WebClient:

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Integration of CRM Webclient business

transaction Create page

Integration of CRM WebClient Overview page

Interaction Center WebClient:

Integration of CRM WebClient UI

Integration of CRM WebClient Overview Page

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Integration of CRM WebClient Overview Page

Logical Link

IC_BP_ACC

Target IDMD-BP-OV

Parameter transfer in navigation

CurrentCustomer

from context used

as navigationparameter

Workcenter

IC_BP_ACC

Example: Account Overview

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Example: Account Overview

Agenda

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Account Fact Sheet

Further Information

Agenda

Part I: Technology and Process Integration

Integration of Business Transactions in IC

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g

Different types of business transactions in the IC Navigation Bar:

IC specific Business Transactions

Service Order

Service Ticket Sales Order

Sales Ticket

Complaint

Lead

CRM Webclient Business Transactions

Opportunity

Service Contract

Sales Contract

Sales Quotation …

Option 1: IC Business Transaction with Transaction

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p

Type from Business Transaction Profile

Logical Link

Workcenter

When selecting this navigation bar entry, the system will

first check if there is already an existing business

transaction of the same business object type (BUS-type)

before creating a business transaction

UI Object

Type

Option 1: Transaction Type Selection

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p yp

Dialog Box

Option 2: IC Business Transaction with Fixed

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Transaction ‘Type

Logical Link

Workcenter

UI Object Type and

Transaction Type are

fixed parameters in

logical link (separated by‘;’)

The system will always create a new business

transaction when selecting these entries from the

navigation bar.

C R M 2 0 0 7 S P 0 2 O S S n o t e 112 9 16 4

Option 3: CRM WebClient Business

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Transaction with Fixed Transaction Type

Logical Link

Target ID

Transaction type is

fixed parameter inlogical link

Workcenter

The system will always

create a new business

transaction when

selecting this entryfrom the navigation

bar.

Parameter class transfers

confirmed account, contact

person and registered

product

If available, use the

EDIT target ID.

Otherwise use the

OVERVIEW target ID

Example: CRM Webclient Opportunity

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Confirmed account

and contact person

Interaction Center

Agent

Assign Partner Functions to Business

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Transactions

This customizing table is used to determine the partner functions

for the confirmed account, contact person, and IC agent

Activity Clipboard Integration

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The business transaction

is integrated into the

activity clipboard

Integrated with END Interaction Process

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The END interaction process saves the CRM WebClient business

transaction; no need to manually save the transaction.

Late Account Identification

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Standard for IC Business Transactions

Possible for CRM Webclient Business Transactions using IDI actions

Agenda

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Account Fact Sheet

Further Information


Selection Dialog Box for Organizational Data

in IC Business Transactions

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in IC Business Transactions

Customizing: Selection Dialog Boxes

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The Allows Dialog Box flagindicates if selection pop-ups for

organizational unit and partner

determination are allowed for a

certain business transaction profile.

The Auto. Dialog Box flag

indicates if selection pop-ups (orgunits, partner, contracts, …) will

automatically open or not. If not,

the pop-up can be opened from a

message hyperlink.

Options

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Allows Dialog Box = ‘ ’

Auto Dialog Box = ‘ ‘

Automatic selection of first determined organizational unit and partner

No automatic dialog boxes for ‘other’ determinations (e.g. service contract,

...). Warning message with hyperlink to open selection dialog box

Delivery customizing

Allows Dialog Box = ‘ ’

Auto Dialog Box = ‘X‘

Automatic selection of first determined organizational unit and partner

Automatic pop-ups for ‘other’ determinations (e.g. service contract, ...)

Allows Dialog Box = ‘X’Auto Dialog Box = ‘ ‘

No automatic selection of first determined organizational unit and partner

No automatic pop-ups for determination results (e.g. organizational units,

partners, service contract, ...). Warning message with hyperlink to open

selection popups

Allows Dialog Box = ‘X’Auto Dialog Box = ‘X‘

No automatic selection of first determined organizational unit and partner

Automatic pop-ups for determination results (e.g. organizational units,

partners, service contract, ...)

Example: Contract Selection Dialog Box

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Agenda

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Account Fact Sheet

Further Information


Account Fact Sheet

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IMG Customizing: Fact Sheet

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IMGÆ Customer Relationship ManagementÆ UI FrameworkÆ Maintain Fact Sheet

1. Definition of Fact

Sheet ID: used in

the navigation bar customizing

2. View

Assignments:

available views

3. Layout definition

Component Workbench for BSP_DLC_FS

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1. Configuration of view

BSP_DLC_FS/factsheet

Make the customizing

Business Role specific by

using a Role Configuration

Key

2. Select Page Type and

Tiled Layout

Component Workbench for BSP_DLC_FS

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3. Assignment of available views to the Account Fact Sheet

View title

Configuration

5. View configuration

• Displayed fields / columns• Search attributes

Agenda

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Account Fact Sheet

Further Information


Further Information

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SAP CRM - Roll-Out Maphttps://portal.wdf.sap.corp/go/crm-rollout-map

SAP CRM - Ramp-Up Knowledge Transfer (RKT)


SAP CRM – Demo Portal

http://crmportal.wdf.sap.corp:1080

SAP CRM – WiKi


SAP CRM - Help Portal

http://help.sap.com/crm

SAP Public Web

http://www.sap.com/solutions/business-

suite/crm/featuresfunctions/index.epx















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FRAGEN UND

ANTWORTEN

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Thank you!

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2008 06 Sapskills de F5

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