sap crm webclient by raju

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CRM 2007

September 2008

English

CRM Interaction Center

(C78)

SAP AGDietmar-Hopp-Allee 1!1!0 "all#or$ German%

&'il#ing &lo() Con$ig'ration G'i#e



SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e

Copyright

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Icons

Icon Meaning

Ca'tion

Eample

ote or 3ip

Re(ommen#ation

S%nta

Typographic Conventions

Type Style Description

Example text "or#s or (hara(ters that appear on the s(reen. 3hese in(l'#e $iel#names4 s(reen titles4 p'shb'ttons as ell as men' names4 paths an#options.

Cross-re$eren(es to other #o('mentation.

Example text Emphasi<e# or#s or phrases in bo#% tet4 titles o$ graphi(s an# tables.

E9AMP?E 3E93 ames o$ elements in the s%stem. 3hese in(l'#e report names4program names4 transa(tion (o#es4 table names4 an# in#i/i#'al )e%or#s o$ a programming lang'age4 hen s'rro'n#e# b% bo#% tet4 $oreample4 SE?EC3 an# *C?6DE.

Example text S(reen o'tp't. 3his in(l'#es $ile an# #ire(tor% names an# their paths4messages4 so'r(e (o#e4 names o$ /ariables an# parameters as ell asnames o$ installation4 'pgra#e an# #atabase tools.

EXAMPLE TEXT e%s on the )e%boar#4 $or eample4 $'n(tion )e%s +s'(h as F2, or theENTER )e%.

Example text Ea(t 'ser entr%. 3hese are or#s or (hara(ters that %o' enter in thes%stem ea(tl% as the% appear in the #o('mentation.

<Example text> ariable 'ser entr%. Pointe# bra()ets in#i(ate that %o' repla(e theseor#s an# (hara(ters ith appropriate entries.

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Contents

CRM *ntera(tion Center - Con$ig'ration G'i#e.........................................................................

1 P'rpose.............................................................................................................................

2 Preparation........................................................................................................................

2.1 PrereF'isites............................................................................................................

2.2 SAP otes...............................................................................................................7

: Con$ig'ration.....................................................................................................................8

:.1 Pre/io's Steps.........................................................................................................8

:.1.1 Che()ing A'thori<ation Roles..............................................................................8

:.1.2 Che()ing Role Assignments to S%stem 6sers.....................................................8

:.1.: Che()ing &'siness Roles....................................................................................!

:.1.; A((essing *C "ebClient....................................................................................10

:.2 Master Data Maintenan(e......................................................................................11

:.2.1 Maintaining &'siness Partners Comm'ni(ation Data.......................................11

:.2.2 De$ining Calling Ho'rs $or &'siness Partners....................................................12

:.2.: Creating Ser/i(e Pro#'(t $or *C.........................................................................1:

:.2.; De$ining Catalog................................................................................................1

:.2.> De$ining Co#e Gro'ps an# Co#es $or Catalogs.................................................1

:.2. 3ranslating Co#e Gro'ps an# Co#es $or Catalogs............................................18

:.2.7 De$ining Co#e Gro'p Pro$ile..............................................................................20

:.2.8 De$ining S'be(t Pro$ile.....................................................................................21

:.: *ntera(tion Center 3ransa(tions.............................................................................22

:.:.1 De$ining Partner Determination Pro(e#'res......................................................22

:.:.2 Che()ing Di/ision Settings................................................................................2;

:.:.: Che()ing Pri(ing Pro(e#'re Determination.......................................................2;

:.:.; Che()ing Categor%............................................................................................2>

:.:.> De$ining 3ransa(tion 3%pes...............................................................................2>

:.:. De$ining *tem Categor%......................................................................................27

:.:.7 De$ining *tem Categor% Determination...............................................................28

:.; *C &'siness Role Pro$iles......................................................................................28

:.;.1 De$ining A((o'nt *#enti$i(ation Pro$ile...............................................................2!

:.;.2 De$ining &'siness 3ransa(tion Pro$ile...............................................................:0

:.;.: Che()ing &'siness Roles "or) Centers..........................................................:1

:.;.; Assigning Partner ='n(tions to &'siness 3ransa(tions.....................................::

:.;.> De$ining 3ransa(tion 3%pes $or a/igation........................................................:;

:.;. De$ining Pro$ile $or ERP 5be(ts +ERP Sales 5r#er an# ERP B'otation,.........:;

:.;.7 Maintaining a/igation &ar Pro$ile.....................................................................:

:.;.8 De$ining 5'tgoing E-Mail A##ress Gro'p..........................................................::.;.! De$ining E-Mail Pro$ile.......................................................................................:7

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:.> Agent *nbo Settings..............................................................................................:8

:.>.1 Assigning Stan#ar# 3as)s to Comm'ni(ation Metho#s.....................................:8

:.>.2 De$ining Comm'ni(ation Metho# Settings.........................................................:8

:.>.: De$ining 3et 3%pes $or Comm'ni(ation Metho#s..............................................:!

:.>.; Che()ing Mail 6ser...........................................................................................;0:.>.> De$ining Re(ei/ing E-Mail A##resses................................................................;1

:.>. De$ining Re(ei/ing E-Mail Settings....................................................................;1

:.>.7 De$ining Repl% A##resses $or A'tomati( E-Mail A()nole#gement...................;2

:.>.8 E-Mail *nbo.......................................................................................................;:

:.>.8.1 Setting 6p Ro'ting $or *nbo'n# E-Mails....................................................;:

:.>.8.2 Assigning Agents $or E-Mail Han#ling.......................................................;:

:.>.8.: Maintaining Re(ipient Distrib'tion.............................................................;;

:.>.8.; Maintaining *nbo'n# Pro(essing...............................................................;>

:.>.8.> Maintaining E-Mail A#resses $or S%stem 6ser..........................................;>

:.>.! De$ining Element Categories $or Sear(hes........................................................;

:.>.10 Mapping &'siness 3ransa(tions........................................................................;

:.>.11 De$ining Agent *nbo Pro$ile..............................................................................;7

:. Maintaining &'siness Roles $or *C.........................................................................;8

:.7 B'estionnaire $or S'r/e%.......................................................................................;!

:.7.1 De$ining B'estionnaire......................................................................................;!

:.7.2 Maintaining B'estionnaire Determination..........................................................>0

:.8 *ntera(ti/e S(ripting...............................................................................................>1:.8.1 Che()ing Ser/i(es.............................................................................................>1

:.8.2 Maintaining S(ripts............................................................................................>1

:.8.: De$ining S(ript Pro$ile........................................................................................>7

:.8.; Assigning S(ript Pro$ile to *C &'siness Roles....................................................>8

:.! Alert Mo#eling +5ptional,.......................................................................................>8

:.!.1 Creating Alerts +5ptional,..................................................................................>!

:.!.2 Creating R'les +5ptional,..................................................................................>!

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CRM Interaction Center - Configuration Guie

! "urpose3his (on$ig'ration g'i#e pro/i#es the in$ormation %o' nee# to set 'p the (on$ig'ration o$ thisb'il#ing blo() man'all%.

"lease #e a$are that the content of this guie is #ase on CRM %&&7' S"&%

% "reparation

%! "rereuisites*efore starting $ith the installation of this #uiling #loc+' please have a loo+ at theocu,ent Quick Guide to Installing SAP Best Practices for CRM

3he b'il#ing blo() CRM Interaction Center (ontains all the ne(essar% steps hi(h are basi($or the (on$ig'ration o$ an% *ntera(tion Center "ebClient s(enario $or Mar)eting4 Sales an#Ser/i(e p'rposes.

*n (ase o$ 'sing an ERP s%stem as ba()-en# s%stem please ma)e s're that %o' ha/es'((ess$'ll% set 'p the rele/ant se(tions o$ the $olloing b'il#ing blo()s

• B01 - CRM Generation

• C71 - CRM Connectivity

• C04 - CRM WebClient User Interace

• B0! - CRM C"stomi#in$ Replication

• C0% - CRM Master an& 'ransaction (ata Replication

&e$ore starting ith the installation o$ b'il#ing blo() CRM Interaction Center )WebClient*please ma)e s're that %o' ha/e s'((ess$'ll% set 'p the rele/ant se(tions o$ the $olloingb'il#ing blo()s

All s(enarios

• C01 - CRM +r$ani#ational Mo&el

• C10 - CRM Central Master (ata

• B0, - CRM Cross-'opic "nctions

*C Mar)eting

• C11 - CRM Mar.etin$ Master (ata

• C%7 / CRM ea& Mana$ement

*C Sales

• C% - CRM Basic 2ales

*C Ser/i(e

• C1% - CRM 2ervice Master (ata

• C3 - CRM 2ervice

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%% S" .otes

&e$ore %o' begin the installation an# (on$ig'ration4 rea# the rele/ant SAP otes. 3hese SAPotes (ontain important in$ormation $or installation an# (on$ig'ration4 an# also (orre(tions(on(erning this b'il#ing blo().

Ma)e s're that %o' ha/e the most 'p-to-#ate /ersion o$ SAP otes. Io' (an $in# the SAPotes on the SAP Ser/i(e Mar)etpla(e +http://servicesapco!/notes ,.

S" .ote / Co,ponent Short Te0t

101>7: &C-SR-C5M-*3 *nternet Mail Gatea% ersions

;>>1;0 &C-SR-C5M Con$ig'ration o$ e-mail4 $a4 paging or SMS

827!>8 CRM-*C a/as(ript Errors in *C "ebClient4 Messaging #oesJ

10>;2>> CRM-C*C-RCA CAM-CA?Call list not (reate# itho't org assignment

10!2>8! CRM-*C-CA? Missing table (ontent in table CRMCKM5DEKC?*?+'se SE16 to enter the table entries liste# in the atta(he##o('ment,

12:712> CRM-*C-SCR S(ripting E#itor lang'age #e(i#e# b% broser not logonJ

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1 Configuration

1! "revious Steps

1!! Chec+ing uthori2ation Roles

3se

3he p'rpose o$ this a(ti/it% is to (he() i$ the a'thori<ation roles being #eli/ere# b% 25 Best5ractices or CRM ha/e been 'ploa#e# to the rele/ant CRM installation (lient.

=or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo() C04 / CRM WebClientUser Interace4 se(tion Uploa&in$ 5CG Roles.

"roceure1. A((ess the a(ti/it% 'sing the $olloing na/igation options

Transaction coe PFCG

S" CRM IMG ,enu C"stomer Relations6ip Mana$ement UI rameor.

'ec6nical Role (einition (eine "t6ori#ation Role

2. Che() i$ the $olloing roles eist in %o'r (lient

uthori2ation Role Description 3se for *usiness Role

&PK*CAGE3KM3 &P CRM 6*6 *ntera(tion Center Agent Mar)eting

*C Agent Mar)eting

&PK*CAGE3KS?S &P CRM 6*6 *ntera(tion Center Agent Sales

*C Agent Sales

&PK*CAGE3KSR &P CRM 6*6 *ntera(tion Center Agent Ser/i(e

*C Agent Ser/i(e

&PK*CKMAAGER &P CRM 6*6 *ntera(tion CenterManager

*C Manager

:. *$ not (hoose Role Uploa& $rom the men'4 (on$irm the in$ormation message an#'ploa# the $iles o$ these roles4 hi(h ha/e been (opie# to %o'r lo(al PC be$ore4 one a$teranother.

;. Repeat these steps $or e/er% ne role liste# in the table abo/e.

Result

e a'thori<ation roles ha/e been (reate# to be 'se# $or ne b'siness roles.

1!% Chec+ing Role ssign,ents to Syste, 3sers

3se

"ith this a(ti/it% %o' (he() i$ all ne(essar% a'thori<ation roles ha/e been assigne# to therespe(ti/e s%stem 'sers.

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=or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo() C04 / CRM WebClientUser Interace4 se(tion ssi$nin$ 5CG Roles to Users.

"roceure

1. A((ess the a(ti/it% 'sing the $olloing na/igation options

Transaction coe SU01

S" CRM ,enu rc6itect"re an& 'ec6nolo$y 2ystem &ministration User

Maintenance Users

2. Che() i$ the $olloing assignments ha/e been ma#e $or ea(h s%stem 'ser +on tab pagesRoles,.

Syste, 3ser ID .e$ uth Role

*CKAGE3KM3 &PK*CAGE3KM3SAPKCRMK6*6K=RAME"5R

*CKAGE3KSA? &PK*CAGE3KS?SSAPKCRMK6*6K=RAME"5R

*CKAGE3KSR &PK*CAGE3KSRSAPKCRMK6*6K=RAME"5R

*CKAGE3KS6P &PK*CAGE3KSRSAPKCRMK6*6K=RAME"5R

*CKMA &PK*CKMAAGERSAPKPCCKERMSKADM*SAPKCRMK6*6K=RAME"5RSAPKCRMK5RK6SERSAPKCRMK6*6K*CKMAAGER

:. *$ ne(essar%4 (at(h 'p the assignments an# sa/e %o'r (hanges.

A'thori<ation role 258CRM8UIU8RMEW+R9 enables the s%stem 'ser to ir)ith the *ntera(tion Center "ebClient +*C"C, an# there$ore represents a basi( role.

A'thori<ation role 2585CC8ERM28(MI: enables the s%stem 'ser to 'se theinp't help $or the Categor% Mo#eler an# the R'le Mo#eler

Result

3he ne a'thori<ation roles ha/e been assigne# to the respe(ti/e s%stem 'sers.

1!1 Chec+ing *usiness Roles

3se

Che() i$ the $olloing b'siness roles ha/e been (reate# in %o'r rele/ant CRM (lient.

=or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo() C04 / CRM WebClient

User Interace4 se(tion (einin$ B"siness Roles.

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"roceure


Transaction coe CRMC_UI_PROFILE

S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center

WebClient (eine B"siness Role

2. Che() i$ the $olloing b'siness roles ha/e been (reate# in %o'r rele/ant CRM (lient

*us Role *us Role Description uthor Role 3se for Scenario

&PK*CAKM3 &P *C Agent Mar)eting &PK*CAGE3KM3 *C Mar)eting

&PK*CAKS?S &P *C Agent Sales &PK*CAGE3KS?S *C Sales

&PK*CAKSR &P *C Agent Ser/i(e &PK*CAGE3KSR *C Ser/i(e

&PK*CKMA &P *C Manager &PK*CKMAAGER *C A#ministration

Result

e b'siness roles ere (reate# to be 'se# $or the #i$$erent *ntera(tion Center s(enarios.

1!4 ccessing IC 5e#Client

3se

*n or#er to (he() the (on$ig'ration o$ the ne *C "ebClient b'siness roles %o' nee# a((essto the *C "ebClient appli(ation.

"rereuisites

Io'r s%stem a#ministrator has installe# all ne(essar% (omponents.

3he CRM organi<ational mo#el str'(t're ith its organi<ational 'nits an# positions ismaintaine#.

A ne b'siness role has been (reate# assigne# to ea(h rele/ant position.

&'siness partners +#e$ine# as emplo%ees, ha/e been assigne# to the rele/ant position+s,.

"roceure

1. ?og on to the CRM s%stem 'sing SAPG6*.

2. Do a right mo'se-(li() on avorites an# sele(t La## other obe(ts $rom the #rop#on

men'.:. *n the #ialog bo enter the $olloing #ata

6iel na,e 3ser action an values

&SP Appli(ation CRMK6*K=RAME

Des(ription N%o'r on #es(riptionO +e.g.4 CRM WebClient ,

Start Page #e$a'lt.htm

;. Sa/e %o'r entries.

>. Io' (an (hoose the nel% (reate# $a/orite an# sa/e the opene# H3M? page as $a/orite in%o'r broser an#or %o'r #es)top in or#er to enter the *C "ebClient en/ironment #ire(tl%itho't 'sing SAPG6*.

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Result

Io' ha/e logge# on to the *ntera(tion Center in or#er to (he() the ne pro$iles.

1% Master Data Maintenance1%! Maintaining *usiness "artners Co,,unication Data

3se

*n or#er to be able to sim'late an in(oming phone (all or e-mail4 a telephone n'mber an# ane-mail a##ress has to be maintaine# in the master #ata o$ ea(h b'siness partner ho is(onta(ting.

Che() i$ o'r b'siness partners (onta(t person has got a telephone n'mber an# an e-maila##ress maintaine# ith his master #ata.

"rereuisites All a((or#ing b'siness partners ha/e been (reate# or repli(ate# $rom the ERP ba()en#s%stem +see the Con$ig'ration G'i#e o$ b'il#ing blo() C0% - CRM Master an& 'ransaction(ata Replication,.6se the $olloing b'siness partners an# (onta(t persons as eample i$ 25 Best 5racticesor Baseline has been installe# as %o'r ERP ba()en# s%stem

*usiness "artner (Sol-to party) Contact "erson

100000 - C'stomer #omesti( 00 Moni)a iegler

100001 - C'stomer #omesti( 01 Hans &ertolini

100002 - C'stomer #omesti( 02 Sabine H'ber

*n (ase %o' ha/e #e$ine# other b'siness partners4 maintain a telephone n'mberin their master #ata.

"rereuisites

Io' ha/e been logge# on to the CRM "ebClient 6* ith 'ser po"er#user an# passor#elcome.

"roceure

1. A((ess the a(ti/it% 'sing the $olloing na/igation optionCRM 5e#Client 3I ,enu Master (ata 2earc6; Contacts

2. Sear(h $or an# sele(t4 $or eample4 (onta(t Moni)a iegler.

:. 5n assignment blo() Contact (etails (hoose E&it .

;. *n the Wor. s(reen area enter the $olloing #ata


Wor.

Phone Ntelephone n'mberO +e.g.4 DE Q 012:-;;;;,

E-Mail Ne-mail a##ressO +e.g.4 bp(rmtest%ahoo.(om,

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3he telephone n'mber an# e-mail a##ress both ha/e to be 'niF'e4 no othero(('rren(e ith another b'siness partner.

>. Sa/e %o'r entries.

. Repeat steps 2-> ith all other ne(essar% b'siness parters4 $or eample4 (reate theseeample telephone n'mbers $or the $olloing (onta(t persons

(Sol-to party) Contact "erson Telephone .u,#er

100001 Hans &ertolini DE 012:->>>>

100002 Sabine H'ber DE 012:-

Result

A 'niF'e telephone n'mber has been maintaine# $or the (alling b'siness partner in the CRMs%stem.

1%% Defining Calling ours for *usiness "artners

3se

*n or#er to (reate a (all list on the basis o$ the b'siness partners (all time4 calling hours nee# to be #e$ine# in the b'siness partners master #ata +role 2ol&-to party ,.

3he (alling ho'rs (an also be #e$ine# $or the (onta(t person+s, being assigne# to theb'siness partner +role 2ol&-to party ,.

&oth possibilities (an be #one b% the *ntera(tion manager an# are #es(ribe# belo.

"roceure1. ?og on to the CRM s%stem ith 'ser ic#!an an# passor# elcome.

2. A((ess the a(ti/it% 'sing the $olloing na/igation option

S" CRM transaction coe BP

Define Calling ours for ccount

:. Sear(h $or an# sele(t the b'siness partners $or ho %o' ant to maintain (alling ho'rs+$or eample4 100000O,.

;. Choose 2itc6 Beteen (isplay an& C6an$e )3* in or#er to sit(h to (hange mo#e.

>. Sele(t role 2ol&-'o 5arty $rom the #rop #on list o$ $iel# C6an$e in B5 role.. Choose tab page Control .

7. *n the B"siness <o"rs se(tion (hoose Callin$ <o"rs= .

8. 3o #e$ine the (alling ho'rs $or the b'siness partner maintain the $olloing eample/al'es


Perio# =or 5ne Iear

+=rom, Nto#a%O

3o Nto#a% 1 %earO

R'le ee)l% perio#i( Calling Ho'rs

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Wee.ly +mar) the rele/ant ee)#a%+s, an# maintain the (alling ho'rs,

"ee) R'le e/er% ee) on

maintain4 $or eample4 Mo-6r 4 800-1!00 an# %o'r time <one

>ariances

E(eptions no e(eptions

Calen&ar Use&

=a(tor% Calen#ar 4 e.g.4 *nternational

!. Choose Copy to (ontin'e.

10. Sa/e %o'r #ata.

11. Sele(t the net reF'ire# b'siness partner +$or eample4 100002, an# repeat these steps.

Define Calling ours for Contact "erson1. Sear(h $or an# sele(t the (onta(t person %o' ant to #e$ine the (alling ho'rs $or +$or

eample4 Moni.a ?ie$ler being the (onta(t person $or sol#-to part% 100000,.

2. Choose 2itc6 Beteen (isplay an& C6an$e )3* in or#er to sit(h to (hange mo#e.

:. *n $iel# C6an$e in B5 role sele(t role Contact 5erson.

;. Choose b'tton Relations6ips.

>. *n $iel# Relations6ip Cat@ sele(t Is Contact 5erson or .

. Mar) the rele/ant entr% belo an# (hoose b'tton C6an$e Relats6p.

7. *n the #ialog bo on tab 2ales an& (istrib"tion (ata (hoose Callin$ <rs.

8. Maintain the (alling ho'rs +$or eample4 li)e alrea#% #e$ine# $or NSol#-3o Part% 1O,.!. Choose Copy an# then (hoose Contin"e.

10. Sa/e %o'r #ata.

11. Sele(t the net reF'ire# (onta(t person +$or eample4 2abine <"ber being the (onta(tperson $or sol#-to part% 100002, an# repeat these steps.

Result

=or the rele/ant b'siness partners +sol#-to part%, an# (onta(t persons the (alling ho'rs ha/ebeen #e$ine#.

1%1 Creating Service "rouct for IC

3se3he p'rpose o$ this a(ti/it% is to (reate a ser/i(e pro#'(t 'se# as eample in the 25 Best5ractices s(enario Interaction Center 2ervice.

"rereuisites

A (orrespon#ing sales organi<ation an# a sol#-to part% ha/e been repli(ate# or (reate# in theCRM s%stem +$or #etails see the (orrespon#ing b'il#ing blo()s C01 - CRM +r$ani#ationalMo&el an# C10 - CRM Central Master (ata +an# C0% - CRM Master an& 'ransaction (ata

Replication respe(ti/el%,.

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A (orrespon#ing (ategor% +e.g.4 AB58CRM82ER>ICE , has been (reate# +$or #etails seeb'il#ing blo() C1% / CRM 2ervice Master (ata,.

Io' ha/e been logge# on to the CRM "ebClient 6* ith 'ser po"er#user an# passor#elcome.

"roceure...

1@ A((ess the a(ti/it% 'sing the $olloing na/igation option

CRM 5e#Client 3I ,enu Master (ata Create; 2ervice

@ 5n assignment blo() 2ervice (etails enter the $olloing eample #ata


General (ata

Ser/i(e *D *ES3*GA3*5

Ser/i(e Ser/i(e *n/estigation

&ase Categor% I&PKCRMKSER*CE

%@ Press Enter .

4@ *n the 5rocessin$ (ata s(reen area maintain the $olloing /al'es


Service Data

*tem Cat. Gro'p SRP +Ser/i(e pro#'(t,

D'ration o$ "or) 24000 Ho'rs

6nit o$ Meas're HR

@ 5n assignment blo() (istrib"tion C6ains (hoose :e .3@ Maintain the $olloing eample #ata


(istrib"tion C6ain

Sales 5rgani<ation &P Sales 5rgani<ation

Distrib'tion Channel 10 +Dire(t Sales,

Control iel&s D"antities

Sales 6nit Ho'rs

Minim'm 5r#er Bt% 140 Ho'rs*tem Cat. Gro'p SRP +Ser/i(e pro#'(t,

7@ Choose Bac. .

,@ 5n assignment blo() 'axes (hoose E&it ist .

!@ Maintain the $olloing eample #ata


Co'ntr% *D DE +German%,

3a 3%pe *D M"S3 +5'tp't 3a,

3a Gro'p *D =6??10@ 5n assignment blo() 5rices (hoose :e .

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11@ Sele(t pri(e t%pe 5ro&"ct 5rice an# (hoose +9 .

1@ Maintain the $olloing eample #ata


General (ata

Pri(e 3%pe Pro#'(t Pri(eSales 5rgani<ation &PKSA?ES

Distrib'tion Channel 10

Rate

Amo'nt 2>400

C'rren(% E6R

Pri(e 6nit 1

Pro#'(t 6nt HR

>ali&ity ali# =rom Nto#a%O

ali# 3o :1.12.!!!!

1%@ Choose Bac. .

14@ *n assignment blo() (escriptions (hoose E&it ist an# a## the ser/i(e pro#'(t #es(ription$or e/er% reF'ire# lang'age

"hen (reating ne #ata man'all%4 %o' nee# to maintain relate# translation-sensiti/e #ata +#es(riptions4 titles4 tets et(., $or ea(h reF'ire# lang'age +e.g.4 Ean# DE, in a##ition.

9anguage Description

German +DE, Ser/i(eprT$'ng

Spanish +ES, Ser/i(io #e in/estiga(iUn

=ren(h +=R, 3est #e ser/i(e

Port'g'ese +P3, Ser/iVo in/estigaVWo

R'ssian +R6, XYYZ[\]^_`[ Y[^Y_

Chinese +H, 服务调研

C<e(h +CS, Prc<)'m sl'deb

D't(h +?, Ser/i(e inspe(tie

*talian +*3, Controllo #i ser/i<io

Polish +P?, ontrola serisoa

3'r)ish +3R, Sor't'rma Hi<meti

1@ Choose Bac. .

13@ Choose 2ave@

Result

Io' ha/e ha/e (reate# an eample ser/i(e pro#'(t that is 'se# as re$eren(e.

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1%4 Defining Catalog

3se

*n this a(ti/it%4 %o' #e$ine the term (atalogs an# (atalog lang'ages reF'ire# in a##ition tothose alrea#% #e$ine# in the stan#ar# s%stem.

"roceure


Transaction coe SPRO

S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → Catalo$s Co&es an& 5roiles → (eine Catalo$s

2. Choose :e Entries an# enter the $olloing /al'es

"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +Ean#or DE,.


Catalog I&

Catalog short tet &P Catalog +E,&P atalog +DE,

CatalogCt% C - 5/er/ie o$ DamageDe$e(tsReasons

e%or# &P*C

:. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.

Result

Io' ha/e #e$ine# a ne (atalog t%pe ith its attrib'tes.

1%: Defining Coe Groups an Coes for Catalogs

3se

*n this a(ti/it%4 %o' #e$ine (o#e gro'ps an# (o#es $or (atalogs.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → Catalo$s Co&es an& 5roiles → (eine Co&e Gro"ps an&

Co&es or Catalo$s

2. *n #ialog bo (etermine Wor. rea; Entry enter AB in the Catalo$ $iel# an# (hoose

Contin"e.:. 3o (reate a ne (o#e gro'p (hoose :e Entries an# enter the $olloing /al'es

SAP AG Page 1 o$ 0






Co#e Gro'p I&1

Des(ript. &P Co#e Gro'p General

Stat's *n preparation

;. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.

>. Highlight the ne (o#e gro'p AB1 an# #o'ble (li() on /ie Co&es.

. Choose :e Entries an# enter the $olloing eample /al'es

Coe Descript Defect Class

I&11 General 02 Maor De$e(t AI&12 Pro#'(t 02 Maor De$e(t A

7. Sa/e %o'r entries.

8. Sele(t /ie Co&e $ro"ps an# enter a se(on# ne (o#e gro'p


Co#e Gro'p I&2

Des(ript. &P Co#e Gro'p Sales

Stat's *n preparation

!. Sa/e %o'r entries.

10. Highlight the ne (o#e gro'p AB an# #o'ble (li() on /ie Co&es.

11. Choose :e Entries an# enter the $olloing eample /al'es


I&21 Con#itions 02 Maor De$e(t A

I&22 es 02 Maor De$e(t &


1:. Sele(t /ie Co&e $ro"ps an# enter a thir# ne (o#e gro'p


Co#e Gro'p I&:

Des(ript. &P Co#e Gro'p Ser/i(e

Stat's 1 *n preparation

1;. Sa/e %o'r entries.

1>. Highlight the ne (o#e gro'p AB% an# #o'ble (li() on /ie Co&es.



I&:1 Competen(e 01 Criti(al De$e(tI&:2 3ime =o('s 02 Maor De$e(t A

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18. Sele(t /ie Co&e $ro"ps an# enter a $o'rth ne (o#e gro'p


Co#e Gro'p I&;

Des(ript. &P Co#e Gro'p Pro#'(t

Stat's 1 *n preparation

1!. Sa/e %o'r entries.

20. Highlight the ne (o#e gro'p AB4 an# #o'ble (li() on /ie Co&es.



I&;1 B'alit% 01 Criti(al De$e(t

I&;2 6sabilit% 02 Maor De$e(t A


2:. Sele(t /ie Co&e $ro"ps an# set the stat's $or all (o#e gro'ps to Release& .

2;. Sa/e %o'r entries.

Result

Io' ha/e #e$ine# ne (o#e gro'p an# (o#es.

1%; Translating Coe Groups an Coes for Catalogs

3se

*n this a(ti/it%4 %o' maintain the #es(riptions o$ the ne (o#e gro'ps an# (o#es $or e/er%reF'ire# lang'age.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → Catalo$s Co&es an& 5roiles → (eine Co&e Gro"ps an&

Co&es or Catalo$s

2. Highlight the $irst ne (o#e gro'p eample an# (hoose Goto 'ranslation $rom themen'.

"hen (reating ne #ata man'all%4 %o' nee# to maintain relate# translation-

sensiti/e #ata +#es(riptions4 titles4 tets et(., $or ea(h reF'ire# lang'age +e.g.4 Ean# DE, in a##ition.

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:. Sele(t all rele/ant lang'ages an# (hoose Cop%.

;. Maintain the #es(ription $or ea(h ne (o#e gro'p in ea(h reF'ire# lang'age an# (hooseContin"e

9anguage Short te0t

I&1 I&2

Chinese +H, &P 代码组一般 &P 代码组销售

C<e(h +CS, &P feobe(n s)'p. )U#c &P S)'pina )U#c pro ob(ho#

German +DE, &P Co#egr'ppe Allgemein &P Co#egr'ppe ertrieb

=ren(h +=R, Gpe (o#es gnral &P Gpe (o#es /entes &P

*talian +*3,&P Co#i(e #el gr'ppogenerale

&P Co#i(e #el gr'ppo /en#ita

Polish +P?, &P Gr'pa )o#U ogUln%(h &P Gr'pa )o#U spr<e#a%

D't(h +?, &P Co#e groep algemeen &P Co#e groep /er)oop

Port'g'ese +P3, &P gr'po #e (U#igos Geral &P gr'po #e (U#igos en#aR'ssian +R6, jk _ ]\]^ q_ jk _ ]\]^ k]\__

Spanish +ES, &P Gr'po #e CU#igos General &P Gr'po #e CU#igos entas

3'r)ish +3R, &P Genel o# Gr'b' &P Satu o# Gr'b'

I&: I&;

Chinese +H, &P 代码组服务 &P 代码组产品

C<e(h +CS, &P S)'pina )U#c pro sl'db% &P S)'pina )U#c pro pro#')t%

German +DE, &P Co#egr'ppe Ser/i(e &P Co#egr'ppe Pro#')t

=ren(h +=R, Gpe (o#es ser/i(e &P Gpe (o#es pro#'it &P*talian +*3, &P Co#i(e #el gr'ppo ser/i<io &P Co#i(e #el gr'ppo pro#otto

Polish +P?, &P Gr'pa )o#U seris' &P Gr'pa )o#U pro#')tU

D't(h +?, &P Co#e groep ser/i(e &P Co#e groep pro#'(t

Port'g'ese +P3, &P gr'po #e (U#igos Ser/iVo &P gr'po #e (U#igos Pro#'to

R'ssian +R6, jk _ ]\]^ v[^Y jk _ ]\]^ k]\w

Spanish +ES, &P Gr'po #e CU#igos Ser/i(io &P Gr'po #e CU#igos Pro#'(to

3'r)ish +3R, &P Hi<met o# Gr'b' &P xrTn o# Gr'b'

>. Choose 2ave.. 5n /ie (o#es repeat these steps $or all (o#es o$ e/er% (o#e gro'p in ea(h reF'ire#

lang'age

9anguage Short te0t

I&11 I&12 I&21 I&22

Chinese +H, 一般产品条款新闻

C<e(h +CS, feobe(ny Pro#')t Po#mzn)% o/in)%

German +DE, Allgemein Pro#')t on#itionen e'heiten

=ren(h +=R, Gnral Pro#'it Con#itions o'/ea'ts

*talian +*3, Generale Pro#otto Con#i<ioni oti<ie

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9anguage Short te0t

Polish +P?, 5gUln% Pro#')t "ar'n)i oe

D't(h +?, Algemeen Pro#'(t Con#ities ie's

Port'g'ese +P3, Geral Pro#'to Con#iV{es otz(ias

R'ssian +R6, q[[ k]\w |YZ]^ }]^]Yw

Spanish +ES, General Pro#'(to Con#i(iones oti(ias

3'r)ish +3R, Genel xrTn o'llar Ienilli)ler

I&:1 I&:2 I&;1 I&;2

Chinese +H, 能力占用时间质量可用性

C<e(h +CS, ompeten(e ~as /alita Použitelnost

German +DE, ompeten< eit B'alit•t Han#hab'ng

=ren(h +=R, Compten(e D're B'alit 6tilisabilit

*talian +*3, Competen<a D'rata B'alit€ Utilizzo

Polish +P?, ompeten(e 3rao‚ƒ a)o‚ƒ Uzytkowanie

D't(h +?, Competentie 3i# aliteit Bruikbaarheid

Port'g'ese +P3, Compet„n(ia=o(o #otempo

B'ali#a#e 6sabili#a#e

R'ssian +R6, …]†[w[`‡ ˆ[† …_‰[Yw^] XY]ZŠ‹]^_`[

Spanish +ES, Competen(ia=o(o en el3iempo

Cali#a# 6tili#a#

3'r)ish +3R, Iet)inli) aman 5#a)lu alite Kullanilabilirilk

1%7 Defining Coe Group "rofile

3se

*n this a(ti/it%4 %o' #e$ine (o#e gro'p pro$iles. Io' (reate pro(e#'res that sho'l# onl% (ontaina sele(tion o$ the (o#e gro'ps o$ a (atalog.

"roceure

1@ A((ess the a(ti/it% 'sing the $olloing na/igation options


S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → Catalo$s Co&es an& 5roiles → (eine Co&e Gro"p 5roiles

@ Highlight the (atalog AB an# #o'ble-(li() on /ie (einition o Co&e Gro"p 5roile.

%@ Choose :e Entries an# maintain the $olloing eample /al'es

"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +E

an#or DE,.

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C#GrpPr$le I&PR

C#Pr$le3t &P Co#e Gro'p Pro$ile

4@ Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.

@ Highlight the ne (o#e gro'p pro$ile an# #o'ble (li() on /ie Co&e Gro"ps or 5roile@

3@ Choose :e Entries an# sele(t all ne (o#e gro'ps AB1-AB4@

7@ Sa/e %o'r entries.

Result

Io' ha/e #e$ine# a ne (o#e gro'p pro$ile an# assigne# all rele/ant (o#e gro'ps.

1%8 Defining Su#<ect "rofile

3se

*n this a(ti/it%4 %o' #e$ine s'be(t pro$iles. Io' (an assign a (o#e gro'p pro$ile to a s'be(tpro$ile $or ea(h (atalog t%pe 'n#er Co#e gro'p pro$ile $or s'be(t pro$ile.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions Catalo$s Co&es an& 5roiles (eine 2"bect 5roiles

@ Choose :e Entries an# enter the $olloing /al'es



S'b.Pro$. I&PS6&

SbPr$Cat. A Ser/i(e

3et &P S'be(t Pro$ile

%@ Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.

4@ Hightlight the ne s'be(t pro$ile AB52UB an# #o'ble (li() on Co&e Gro"p 5roile or2"bect 5roile@

@ Choose :e Entries an# enter the $olloing /al'es +'sing the inp't help,


Catalog I&

C#GrpPr$le I&PR

?e/el 1 ?e/el 1

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Result

Io' ha/e #e$ine# a ne s'be(t pro$ile.

11 Interaction Center Transactions

3se

3he p'rpose o$ this a(ti/it% is to ('stomi<e the rele/ant transa(tions $or the *C "eb(lient 'se#in the #i$$erent s(enarios o$ mar)eting4 ser/i(e an# sales.

11! Defining "artner Deter,ination "roceures

3se

*n this a(ti/it%4 %o' #e$ine partner #etermination pro(e#'res that the s%stem 'ses toa'tomati(all% enter partners in the ne(essar% transa(tions.3he partner $'n(tions an# a((ess seF'en(es are assigne# here.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement→

Basic "nctions

5artner 5rocessin$ (eine 5artner (etermination

5roce&"re

"artner Deter,ination for Service =rer

@ Highlight partner #etermination pro(e#'re 000000 +Interaction Center 2ervice, an#(hoose Copy s= .

%@ Enter the $olloing /al'es

"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +E

an# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +Ean#or DE,.


Pro(e#'re I0000000>2

Des(ription &P *C Ser/i(e 5r#er

4@ Choose Enter .

@ *n #ialog bo 2peciy obect to be copie& (hoose copy all .

3@ Choose Contin"e to (on$irm the in$ormation message.


SAP AG o$ 0




,@ Highlight the ne pro(e#'re $%%%%%%%&' an# #o'ble (li() on /ie 5artner "nctions in5roce&"re.

!@ Highlight partner $'n(tion 00000014 +Employee responsible, an# (hoose (etails.

10@ Maintain the $olloing #ata +an# )eep the other 'n(hange#,


o. o$ 5(('ren(es +?oest, 0

11@ Sa/e %o'r entr% an# (hoose Bac. .

1@ Highlight partner $'n(tion 000000!! +Responsible Gro"p, an# (hoose (etails.

1%@ Maintain the $olloing #ata +an# )eep the other 'n(hange#,


o. o$ 5(('ren(es +?oest, 0

14@ Sa/e %o'r entr% an# (hoose Bac. )%*@

1@ Sa/e %o'r entr% an# (hoose Bac. ti(e.

"artner Deter,ination for Service =rer Ite,

13@ Highlight partner #etermination pro(e#'re 00000007 +25 2ervie Item, an# (hoose Copy s= .

17@ Enter the $olloing /al'es


an#or DE,.


Pro(e#'re I00000*7

Des(ription &P *C Ser/i(e *tem

1,@ Choose Enter .

1!@ *n #ialog bo 2peciy obect to be copie& (hoose copy all .

0@ Choose Contin"e to (on$irm the in$ormation message.


@ Highlight the ne pro(e#'re $%%%%%I( an# #o'ble (li() on /ie 5artner "nctions in5roce&"re.

%@ Highlight partner $'n(tion 0000003 +Ser/i(e Employee $ro"p, an# #elete the entr%.

4@ Sa/e %o'r entr% an# (hoose Bac. ti(e.

Result

Io' ha/e #e$ine# a ne partner #etermination pro(e#'re.

SAP AG Page 2: o$ 0




11% Chec+ing Division Settings

3se

"ith this a(ti/it% %o' (he() i$ the #i/ision settings are maintaine#. *$ this is not the (ase theorgani<ation #etermination #oes not or) properl%.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Master (ata →

+r$ani#ational Mana$ement → (ivision 2ettin$s → (eine

Use o (ivision an& ("mmy (ivision

2. Che() the $olloing /al'es.*$ the /al'es are not maintaine# please maintain them as $ollos

"ara,eter >alue

Di/ision not a(t. Nempt%O

Hea#er Di/. A(t.

R: #'mm% #i/sn. Nempt%O

:. Press Enter .

;. Sa/e %o'r entr% an# (hoose Bac. ti(e.

Result

Io' ha/e a##e# the reF'ire# settings $or the organi<ation #etermination.

111 Chec+ing "ricing "roceure Deter,ination

3se

"ith this a(ti/it%4 %o' (he() i$ the reF'ire# pri(ing pro(e#'re #etermination is maintaine# $orthe (reation o$ ser/i(e or#ers.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → 5ricin$ → 5ricin$ in t6e B"siness 'ransaction → (etermine

5ricin$ 5roce&"res

2. Che() the $olloing /al'es.*$ these /al'es are not maintaine# please maintain them as $ollos

Sales=rgani2ation ID

DisChan

Division Doc "ric"roc

Cust "ric"roceure

"ricing"roceure

N&PKSA?ESO 10 10 A +Stan#ar#, I:SR

N&PKSA?ESO 10 10 A +Stan#ar#, 1 +Stan#ar#, I:SR

SAP AG Page 2; o$ 0




:. Press Enter .


Result

Io' ha/e (he()e# the rele/ant pri(ing pro(e#'re #etermination.

114 Chec+ing Category

3se

*n this a(ti/it%4 %o' (he() i$ the (ategor% $or phone (alls is maintaine# hen (reating a neser/i(e or#er.

"roceure

1. A((ess the a(ti/it% 'sing the $olloing na/igation optionsTransaction coe SPRO

S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → 'ransactions → 2ettin$s or ctivities → Maintain Cate$ories Goals an&

5riorities→ Maintain Cate$ories

2. Che() the $olloing entr%.*$ the /al'es are not maintaine# please maintain them as $ollos

Category Description Class Icon

3E? Phone Phone Call

:. Press Enter .


Result

Io' ha/e (he()e# the rele/ant (ategor% $or phone (alls.

11: Defining Transaction Types

3se

3he p'rpose o$ this a(ti/it% is to (reate three transa(tion t%pes in or#er to 'se them in thes(enarios mar)eting4 ser/i(e an# sales.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → 'ransactions Basic 2ettin$s (eine 'ransaction 'ypes

2. *n or#er to (reate a ne transa(tion t%pe4 per$orm the $olloing steps

Transaction Type for Interation Recor

SAP AG Page 2> o$ 0




:. Highlight b'siness transa(tion 0010 an# (hoose Copy s= .


an#or DE,.;. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,


3ransa(tion 3%pe I110 &P *C A(ti/it%

General

Des(ription &P *C A(ti/it% +E,&P *C A)ti/it•t +DE,

*na(ti/e Nempt%O

5roiles

5rg.Data.Pro$. Nempt%O

>. Press Enter .

. Choose Contin"e to (on$irm the in$ormation message.

7. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.

Transaction Type for Service =rer

8. *n or#er to (reate another ne transa(tion t%pe ser/i(e or#er per$orm the $olloing steps

!. Highlight b'siness transa(tion '2R> an# (hoose Copy s= .


10. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,


3ransa(tion 3%pe IS5 &P *C Ser/i(e 5r#er

General

Des(ription &P *C Ser/i(e 5r#er +E,&P *C Ser/i(ea'$trag +DE,

5roiles

Partner Determ.Pro(. I000000000>2 &P *C Ser/i(e Partner

5rg. Data Pro$. 000000000001 Stan#ar# 5rg. Data Pro$ile +Hea#er,

11. Press Enter .

12. Choose Contin"e to (on$irm the in$ormation message.

1:. Sa/e %o'r entries.

1;. Highlight the ne transa(tion t%pe A2>+ an# #o'ble (li() on /ie ssi$nment o

B"siness 'ransactions Cate$ories.

SAP AG Page 2 o$ 0




1>. Highlight transa(tion (ategor% BU2000113 2ervice 5rocess an# #o'ble (li() on /ieC"stomi#in$ 6ea&er .

1. Enter the $olloing /al'es


S'be(t Pro$ile I&PS6&


Transaction Type for 9ea

18. *n or#er to (reate another ne transa(tion t%pe $or ?ea#s4 per$orm the $olloing steps

1!. Highlight b'siness transa(tion E( an# (hoose Copy s= .


an#or DE,.

20. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,


3ransa(tion 3%pe IEAD &P *C ?ea#

General

Des(ription &P *C ?ea#

5roiles

5rg. Data Pro$. Nempt%O

21. Press Enter .

22. Choose Contin"e to (on$irm the in$ormation message.

2:. Sa/e %o'r entries.

Result

e b'siness transa(tions A110 AE( an# A2>+ ha/e been (reate#.

11; Defining Ite, Category

3se

*n this pro(ess4 %o' (an #e$ine4 per b'siness transa(tion (ategor% an# item (ategor% gro'p4hi(h item (ategories the s%stem #e$a'lts $or pro(essing b'siness transa(tions.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → 'ransactions Basic 2ettin$s (eine Item Cate$ories

2. Highlight item (ategor% 2R>5 an# (hoose Copy s@@.

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:. =or the ne item (ategor% enter the $olloing #ata


*tem Categor% IRP - &P *C Ser/i(e

PartnerDetPro( I00000*7

;. Press Enter.

>. Choose Contin"e to (on$irm the in$ormation message.

. Sa/e all %o'r entries.

117 Defining Ite, Category Deter,ination

3se

"roceure1. A((ess the a(ti/it% 'sing the $olloing na/igation options


S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → 'ransactions Basic 2ettin$s (eine Item Cate$ory (etermination

2. Highlight all entries o$ the transa(tion 3%pe 2R>+ an# (hoose Copy s@@@

:. =or the (opies (hange transa(tion t%pe *Ds 2R>+ to A2>+ an# all item *Ds 2R>5 toAR>5 .

;. Press Enter to 'mp to the net entr% to be (opie#.

>. Sa/e %o'r settings.

Result

Io' ha/e #e$ine# all ne(essar% items o$ the (ategor% #etermination $or transa(tion A2>+.

14 IC *usiness Role "rofiles

3se

3he p'rpose o$ this a(ti/it% is to ('stomi<e the *ntera(tion Center +*C, &'siness Roles. *t#etermines the la%o't o$ the agent #es)top appli(ation4 in(l'#ing hi(h (omponents4$'n(tions4 an# transa(tions are a/ailable. Ea(h (omponent or $'n(tion has its on pro$ile4 $oreample4 e-mail or s(ripting. 3he *C b'siness role pro$ile is a (olle(tion o$ all these in#i/i#'alpro$iles.

*ntegration

An *C b'siness role pro$ile (an be assigne# to an organi<ational 'nit or position in anorgani<ational str'(t're. *t is possible to assign more than one *C b'siness role pro$ile to one'ser or agent. ?ogi(al inheritan(e (arries the *C b'siness role pro$ile to the loer-le/el no#esin the str'(t're4 'nless the% (ontain their on *C b'siness role pro$ile

Gro'ping agents4 $or eample b% s)ills4 role4 or or) area4 an# spe(i$%ing a *C b'siness role

pro$iles a((or#ingl% sa/es time on #ata maintenan(e b% a/oi#ing to assign an *C b'sinessrole pro$ile to ea(h 'ser. An agent (an be assigne# to m'ltiple pro$iles. *n this (ase4 he has tosele(t one o$ these to start the *ntera(tion Center.

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=or in$ormation on ho the SAP &est Pra(ti(es *C b'siness role pro$iles ere#e$ine#4 re$er to the items in the s'bstr'(t're.

14! Defining ccount Ientification "rofile

3se

3he p'rpose o$ this a(ti/it% is to #e$ine a pro$ile $or i#enti$%ing a((o'nts in the *ntera(tionCenter "ebClient. Io' (an #e$ine parameters $or a((o'nt sear(hes 'sing either a b'siness-to-b'siness s(enario or a b'siness-to-(ons'mer s(enario. Io' (an also set #e$a'lt /al'esthat the s%stem 'ses hen agents (reate ne a((o'nts or (onta(t persons.

"roceure

1@ A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options

Transaction coe CRMC_IC_BPPROFS" CRM IMG ,enu C"stomer Interaction Center Interaction Center WebClient

Master (ata (eine cco"nt I&entiication 5roiles

@ 3o (reate a ne a((o'nt i#enti$i(ation pro$ile4 mar) BB an# (hoose Copy s= @

%@ Maintain the $olloing /al'es



A((t *D Pro$ile I&PK&2&

Des(ription &P &2& SCEAR*5

cco"nt Creation

Partner Categor%. 5rgani<ation

Gro'ping I> - CRM C'stomer

4@ Choose Enter .

@ 5n the 2peciy obect to be copie& s(reen4 (hoose copy all an# (on$irm the $olloing

in$ormation messages.3@ Sa/e %o'r entries.

7@ Choose Bac. .

,@ 5n /ie 5be(t Components (he() i$ the $olloing entries ha/e also been (opie#

Co,ponent .a,e Seuence uto Search =#<ect pproach

*CCMPK*&ASE 1 $lagO Main Partner

*CCMPK*5&EC3 2 $lag Main Partner

Result

A ne a((o'nt i#enti$i(ation pro$ile has been (reate#.

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14% Defining *usiness Transaction "rofile

3se

Io' 'se this ('stomi<ing a(ti/it% to #e$ine pro$iles $or the b'siness transa(tions 'se# in the*ntera(tion Center "ebClient. Io' (an 'se a b'siness transa(tion pro$ile to #e$ine hi(htransa(tion t%pes (an be 'se# to (reate b'siness transa(tions. *n an a##itional step4 %o'#e$ine hether gross or net pri(es sho'l# be 'se# hen #ispla%ing pri(e lists +in the salesor#er an# in the pro#'(t /ie,4 an# to spe(i$% hi(h pri(e list t%pe sho'l# be 'se#.

"rereuisites

3he reF'ire# transa(tion t%pes &P *C A(ti/it% +A110 ,4 &P *C ?ea# +AE(,4 &P Ser/i(e 5r#er+A2>+, an# stan#ar# ERP sales or#er +3A, are maintaine#.

"roceure



S" CRM IMG ,enu C"stomer Interaction Center Interaction Center Webclient B"siness 'ransactions (eine B"siness 'ransaction 5roiles

@ Choose :e Entries.

%@ Maintain the $olloing /al'es


&'siness 3ransa(tion Pro$ile I&PK*CK3R

Des(ription &P *C 3ransa(tions

3ransa(tion I110 +&P *C A(ti/it%,

Categories Nsele(te#O

4@ Choose Enter .

@ Sa/e %o'r entries an# (hoose a ('stomi<ing reF'est i$ reF'ire#.

3@ Highlight the ne pro$ile an# sele(t /ie (epen&ant B"siness 'ransactions.

7@ Choose :e Entries an# maintain the $olloing /al'es

Transaction type Type

IS5 Ser/i(e

NERP ba()en# sales or#erO +e.g.4 3A, Sales

IEAD ?ea#

PCA? Nempt%O

,@ a/igate to Assign Pri(e 3%pes an# Pri(e ?ist an# maintain the $olloing /al'es



Pri(e 3%pe

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Pri(e ?ist 3%pe P?

!@ Choose Enter .

10@ a/igate to Content Mana$ement 'emplates an# maintain the $olloing /al'es


&6S100 &'siness Partner

&6S2000108 CRM ?ea#

&6S200011> CRM Sales 3ransa(tion

&6S200011 CRM Ser/i(e Pro(ess

11@ Choose Enter .

1@ a/igate to B"siness 'ransaction (ialo$ Boxes an# maintain the $olloing /al'es



Allo Dialog &oes Nsele(te#O

1%@ Choose 2ave@

Result

A ne b'siness transa(tion pro$ile has been (reate#.

141 Chec+ing *usiness Roles 5or+ Centers

3se3he p'rpose o$ this a(ti/it% is to #e$ine hi(h *ntera(tion Center "ebClient $'n(tions arein(l'#e# in the agents stan#ar# an# personali<e# areas o$ the na/igation bar4 hi(h $'n(tionsare $o'n# in the in#e4 ho the% are gro'pe#4 an# ho the (orrespon#ing #es(ription $or ea(h$'n(tion loo)s li)e. Highlighting in the na/igation bar happens a'tomati(all% hen agentssele(t a $'n(tion $rom the na/igation bar or the in#e. Hoe/er4 agents (an also a((ess$'n(tions thro'gh other $'n(tions.

"ith this step %o' #e$ine ne na/igation bar pro$iles $or the *C "ebClient s(enarios o$ 25Best 5ractices or CRM 4 an# ne na/igation bar entr% hi(h %o' assign to one nena/igation bar pro$ile.

?ou can s+ip this step since the efinition of IC #usiness roles elivere #y SAP Best

Practices for CRM are sufficient for the scenarios #eing processe

=or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo() C04 / CRM WebClient UI 4(hapter (eactivatin$ Wor. Centers.

"roceure




WebClient (eine B"siness Roles

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6iel na,e Bntry

A(ti/e or) (enters A((o'nt =a(t Sheet A((o'nt *#enti$i(ation A((o'nt 5/er/ie*ntera(tion Histor%

*ntera(tion Re(or#?ea#sSer/i(e 5r#ersE-Mail*nstalle# &ase*nbo*n#enole#ge Sear(hS(riptSales 5r#ers ERP


Result=or ea(h b'siness role the a(ti/e na/igation bar entries ha/e been #e$ine#.

144 ssigning "artner 6unctions to *usinessTransactions

3se

3he p'rpose o$ this a(ti/it% is to #e$ine in hi(h partner $'n(tions the i#enti$ie# ('stomer4 or i$ne(essar% the (onta(t person an# the *ntera(tion Center Agent sho'l# be 'se# in the

b'siness transa(tion.

"rereuisites

3he reF'ire# transa(tion t%pes ha/e been (reate#.

"roceure




WebClient B"siness 'ransactions ssi$n 5artner

"nctions to B"siness 'ransactions

2. Choose :e Entries.

:. Enter the $olloing settings

TransType Custo,er "artner6unction

Contact "artner6unction

gent "artner6unction

I110 +&P *C A(ti/it%,

0000000! A(ti/it% Partner

0000001>Conta(t Person

0000001;Emplo%ee Responsible

IS5 +&P *Ser/i(e 5r#er,

00000001Sol#-to Part%


0000000!!Responsible Gro'p

IEAD +&P *C?ea#,

00000021Sales Prospe(t


0000001;Emplo%ee Responsible

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3A +ERP salesor#er,

00000001Sol#-to Part%


*CAGE3*ntera(tion Center Agent

PCA? +5'tbo'n#(all,

0000000! A(ti/it% Partner


*CAGE3*ntera(tion Center Agent


14: Defining Transaction Types for .avigation

3se

3he p'rpose or this a(ti/it% is to #e$ine transa(tion t%pes $or simpli$ie# b'siness transa(tionsto (ontrol the na/igation to the simpli$ie# b'siness transa(tions +s'(h as ser/i(e ti()ets, an#the non-simpli$ie# b'siness transa(tions +s'(h as ser/i(e or#ers,.

All transa(tions that %o' enter in this *MG a(ti/it% are 'ploa#e# a'tomati(all% to the area

6ome pa$es or simpliie& b"siness transactions.

"rereuisites

3he reF'ire# transa(tion t%pes ha/e been (reate#.

"roceure




WebClient B"siness 'ransactions (eine 'ransaction

'ypes or :avi$ation



Trans Types Description

I110 &P *C A(ti/it%

IEAD &P *C ?ea#

IS5 &P *C Ser/i(e 5r#er


14; Defining "rofile for BR" =#<ects (BR" Sales =reran BR" uotation)

3se

3he p'rpose o$ this a(ti/it% is to #e$ine R=C #estination to be 'se# $or the 'mp #ire(tl% to theERP s%stem in or#er to la'n(h the rele/ant ERP obe(ts. 3he goal is to 'se the pre#e$ine#pro$ile $or ERP sales or#ers an# ERP F'otations.

"roceure

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WebClient B"siness 'ransactions ER5 2ales +r&er (eine 5roiles or ER5 2ales +r&er



BR" Sales=rer "rofile

Desription R6C Destination .u,#er ofIte,s in =rer

Create=rerI,,eiately

IERPK5RDER &P ERP5r#er $or *C

NR=C #estination$or ERP ba()en#(lientO

10 Nsele(te#O


>. a/igate to /ie ssi$n (oc"ment 'ypes to ER5 5roile . Choose :e Entries an# enter the $olloing #ata

Do not 'se the inp't help. Enter the #o('ment t%pes man'all%.

BR" Sales =rer "rofile Docu,ent Type (BR") Default Docu,ent Type

IERPK5RDER 3A +ERP sales or#er, Nsele(te#O

IERPK5RDER AG +ERP F'otation, Nempt%,

7. a/igate to /ie ssi$n Icons to ER5 5artner "nctions@

8. Choose :e Entries an# enter the $olloing eample #ata

BR" Sales =rer "rofile "artner 6unctions (BR") Icon +eample,

IERPK5RDER AG DG

IERPK5RDER AP A0

IERPK5RDER RE ?

IERPK5RDER RG :H

IERPK5RDER "E ;A

!. a/igate to ssi$n Icons to ER5 (oc"ment Cate$ories.

10. Choose :e Entries an# enter the $olloing #ata

BR" Sales =rer "rofile Docu,ent Category Icon +eample,

IERPK5RDER & ;0

IERPK5RDER C !

IERPK5RDER CC

IERPK5RDER M ?

IERPK5RDER R ;0


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147 Maintaining .avigation *ar "rofile

"roceure

1. A((ess the a(ti/it% 'sing the $olloing na/igation options in or#er to enable the F'otationsin the *ntera(tion Center


S" CRM IMG ,enu C"stomer Relations6ip Mana$ement UI rameor. 'ec6nical Role (einition (eine :avi$ation Bar 5roile

2. a/igate to /ie (eine Wor. Centers

:. Choose :e Entries an# (reate the $olloing #ata

5or+ Center 9og 9in+ ID Title Description Icon .a,e

I&PKB653 S?S-ERB-SR &P ERPB'otation

&P ERPB'otation

ERP B'otation

;. Sa/e %o'r entries.>. a/igate to /ie (eine 5roile an# highlight the stan#ar# na/igation bar pro$ile

IC#AG)*+ .

. Choose /ie ssi$n Wor. Centers ith #o'ble-(li().

7. Choose :e Entries an# assign the ne or) (enter

5or+ Center "osition

I&PKB653 2>>


!. Choose /ie (eine Generic +5 Mappin$ ith #o'ble-(li().

10. Che()4 i$ the $olloing entr% eists. 5therise a## this in$ormation.

=#<ect Type =#<ction Target ID 9og9in+ ID

ERP5RDER D - Create *CKERP

ERP5RDER & - Displa% *CKERP


Result

=or the stan#ar# na/igation bar pro$ile IC8GE:' +'se# $or all the b'siness roles $or themar)eting4 sales an# ser/i(e s(enarios, the option to 'se ERP sales or#ers an# ERP

F'otations has been #e$ine#.

148 Defining =utgoing B-Mail ress Group

3se

3he p'rpose o$ this a(ti/it% is to #e$ine the email a##ress $or o'tgoing emails in the intera(tion(enter.

"rereuisites

3he email (on$ig'ration 'sing SAP(onne(t has been te(hni(all% set 'p. As) %o'r s%stem a#ministrator $or #etails.

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"roceure




WebClient Basic "nctions Comm"nication C6annels (eine +"t$oin$ E-Mail &&ress Gro"ps

2. *n or#er to (reate a ne o'tgoing e-mail a##ress gro'p4 highlight a##ress gro'p (ea"ltan# (hoose Copy s@@@

3o get the (orre(t #omain4 (all transa(tion SCOT4 an# $rom the men' (hoose2ettin$s (ea"lt (omain.

:. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,


A##ress Gro'p I&PKEMA*?

A#ress'mber NnameON#omainO +e.g.4 2ER>ICEF&omainH,

;. Press Enter .

>. Sa/e %o'r settings.

14 Defining B-Mail "rofile

3se

3he p'rpose o$ this a(ti/it% is to #e$ine the email pro$ile $or sen#ing o't emails.

"rereuisites

3he email (on$ig'ration 'sing SAP(onne(t has been te(hni(all% set 'p. As) %o'r s%stem a#ministrator $or #etails.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction CenterWebClient Basic "nctions Comm"nication C6annels

(eine E-Mail 5roiles

2. *n or#er to (reate a ne e-mail pro$ile4 highlight the pro$ile (ea"lt an# (hoose Copy s@@@

"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +E,.

:. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,

6iel na,e 3ser action an valuesPro$ile *D I&PKEMA*?

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Des(ription &P E-Mail Pro$ile

5'tgoing A##r. Gro'p I&PKEMA*?

E-Mail Pro/i#er Agent *nbo

;. Sa/e %o'r settings.

1: gent In#o0 Settings

1:! ssigning Stanar Tas+s to Co,,unication Methos

3se

"ith this a(ti/it% %o' #etermine hi(h SAP &'siness "or)$lo tas)s are 'se# to pro(ess

items re(ei/e# thro'gh ea(h inbo (omm'ni(ation metho# +$or eample4 e-mail4 $a4 an#letter,.

"e re(ommen# 'sing the #e$a'lt entries 'nless %o' ha/e (reate# %o'r on('stom or)$lo.

"roceure

1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options

Transaction coe CRMC_IC_AUICOMM

S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction CenterWebClient $ent Inbox 2ettin$s or sync6rono"s

Inbo"n& 5rocessin$ ssi$n 2tan&ar& 'as.s to

Comm"nication Met6o&s

2. Choose :e Entries an# ma)e the $olloing entries a((or#ing to %o'r #ata

=#<ect ID Co,, Metho

1;0080:0 *3

1;0080:1 =A9

1;0080:2 ?E3

:. Sa/e %o'r settings.

Result

Io' #e$ine# the stan#ar# tas)s as (omm'ni(ation metho#.

1:% Defining Co,,unication Metho Settings

3se

*n this *MG a(ti/it%4 %o' #e$ine settings $or ea(h inbo (omm'ni(ation metho# +$or eample4 e-mail or $a,.

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3he Cate$ory 4 Copy 2"bect 4 an# 'ext I( $iel#s are 'se# hen an intera(tion re(or# is(reate# base# on an inbo or) item. Some $iel#s o$ the intera(tion re(or# ma% be pre#e$ine#base# on these settings. =or eample4 the or) item Cate$ory ma% be (opie# into theCate$ory $iel# o$ the intera(tion re(or#4 the tet asso(iate# ith the 'ext I( ma% be (opie#into the hea#er tet o$ the intera(tion re(or#4 an# the s'be(t o$ the mail ma% be (opie# intothe #es(ription $iel# o$ the intera(tion re(or#.

3he Ro"tin$ R"le allos %o' to o/erri#e the stan#ar# pro(e#'re 'se# to #etermine re(ipients$or inbo or)$lo items.

"roceure


Transaction coe CRMC_IC_AUIGNCOM


WebClient $ent Inbox 2ettin$s or sync6rono"s

Inbo"n& 5rocessin$ (eine Comm"nication Met6o& 2ettin$s

2. Choose :e Entries resp@ c6an$e an# ma)e the $olloing entries a((or#ing to %o'r #ata6iel na,e 3ser action an values

Comm. Metho# *3

Categor% *3

Cop% S'be(t Nempt%O

Ro't. R'le Nempt%O


Result

Io' #e$ine# the settings $or (omm'ni(ation metho#s.

1:1 Defining Te0t Types for Co,,unication Methos

3se

Here %o' #e$ine to hi(h intera(tion re(or# text type +$or eample4 note or b'siness partnerin$ormation, e-mail tet is trans$erre#. 3he intera(tion re(or# re$le(ts an intera(tion ith the('stomer an# is (reate# as soon as an inbo e-mail is pro(esse# b% an agent.

"rereuisitesSin(e the intera(tion re(or# is represente# b% a b'siness transa(tion o$ a (ertain transa(tiont%pe +see 25 IMG C"stomer Relations6ip Mana$ement Interaction Center WebClient

B"siness 'ransactions (eine B"siness 'ransaction 5roiles,4 the a/ailable text types #epen# on the text &etermination proce&"re assigne# to this transa(tion t%pe +see (eine'ransaction 'ypes,.

"roceure

Maintain the comm"nication met6o& $irst4 then enter the text &etermination proce&"re $or thetransa(tion t%pe o$ %o'r intera(tion re(or#4 an# $inall% (hoose one o$ the possible text types o$$ere# to re(ei/e the e-mail tet.


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Transaction coe CRMC_IC_AUIPRCOM



Inbo"n& 5rocessin$ (eine 'ext 'ypes or Comm"nication

Met6o&s

2. Choose :e Entries an# maintain the $olloing entries one a$ter another +'sing b'tton:ext Entry

Co,, Metho Te0t Det"roc Te0t ID

*3 AC300001 A002

*3 5RDER001 0002

*3 SR00002 S002


ResultIo' #e$ine# %o'r 3et 3%pes $or Comm'ni(ation Metho#s.

1:4 Chec+ing Mail 3ser

3se

Io' nee# at least one s%stem 'ser $or sen#ing e-mails $rom an# re(ei/ing e-mails into the*ntera(tion Center.*$ %o' ant to #isting'ish ithin the *ntera(tion Center organi<ation beteen4 $or eample4sales an# ser/i(e area4 %o' nee# to (reate to mail 'sers4 one $or ea(h areas(enario.

?ou can s+ip this step if a ,ail user has alreay #een create #y the a,inistrator

"roceure



S" CRM ,enu rc6itect"re an& 'ec6nolo$y 2ystem &ministration User

Maintenance Users

2. Che() i$ 'ser MI(M has alrea#% been (reate#.*$ not4 enter MI(M in $iel# User +$or eample MI(M , an# (hoose Create.

:. 5n the #i$$erent tab pages maintain all man#ator% $iel#s4 parti('larl% the $olloing #ata

6iel na,e >alue

&&ress tab page

E-Mail N'seri#ON#omainO

Comm. Metho# RM? +Remote Mail,

o$on &ata tab page

6ser 3%pe S%stem

*nitial passor# e.g.4 el(ome

Repeat passor# e.g.4 el(ome5roiles tab page

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Pro$ile SKA.SC5

;. 2ave %o'r entries.

1:: Defining Receiving B-Mail resses

3se

*n this a(ti/it%4 %o' #e$ine in(oming e-mail a##resses an# $a n'mbers $or the Agent *nbo.

Reuire,ents

E-mail a##resses an# $a n'mbers eist in the s%stem.

"roceure


Transaction coe CRMC_IC_AUIADDR



Inbo"n& 5rocessin$ (eine Receivin$ E-Mail

&&ressesax :"mbers

2. Choose :e Entries an# ma)e the $olloing entries a((or#ing to %o'r #ata one a$teranother

"hen (reating ne #ata man'all% $or both lang'ages +E an# DE,4 %o' nee# tomaintain translation-sensiti/e #ata +#es(riptions4 titles4 tets et(., ti(e4 a$terlogging on to the s%stem ith the appropriate lang'age +E an#or DE,.

ressE.u,#er Description

N'seri#ON#omainO+see (hapter C6ec.in$Mail User ,

MA*?ADM

SER*CENDomainO Ser/i(e


3o get the (orre(t #omain4 (all transa(tion SCOT4 an# $rom the men' (hoose2ettin$s (ea"lt (omain@

1:; Defining Receiving B-Mail Settings

3se

*n this a(ti/it% %o' #e$ine settings $or the re(ei/ing e-mail a##resses.

Settings in(l'#e the or)$lo priorit% o$ the or) item (reate#4 ho soon items are es(alate#4

hat (alen#ar the es(alation 'ses to i#enti$% or)ing times $or %o'r (onta(t (enter4 an#

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hether or not an a'tomati( repl% is sent. Mar)eting (ampaign #etermination +'sing the(orrespon#ing stan#ar# tas) o$ SAP &'siness "or)$lo, is enable# b% #e$a'lt.

"rereuisites

Depen#ing 'pon hi(h options %o' (on$ig're in this step4 the $olloing items ma% nee# to be

maintaine# $irst• 3he stan#ar# tas) o$ SAP &'siness "or)$lo +to han#le a'tomati( e-mail

a()nole#gement,. 3his tas) m'st be (on$ig're# to #e$ine the repl% tet.

• =a(tor% (alen#ar

• 3ime perio# $or #ea#line monitoring

"roceure


Transaction coe CRMC_IC_AUIGNADR

S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction CenterWebClient $ent Inbox 2ettin$s or sync6rono"s Inbo"n&

5rocessin$ (eine Receivin$ E-Mailax 2ettin$s

2. Choose :e Entries an# ma)e the $olloing entries a((or#ing to %o'r #ata


A##ress =a o N'seri#ON#omainO

As) %o'r s%stem a#ministrator $or the (orre(t e-mail a##ress=or testing p'rposes %o' (an 'se or eample #e$ine#.

Comm. Metho# *3

Priorit% ; High


Result

Io' #e$ine# %o'r re(ei/ing E-mail settings.

1:7 Defining Reply resses for uto,atic B-Mailc+no$lege,ent

3se

*n this a(ti/it% %o' pro/i#e the repl% a##ress $or a'tomati( e-mail a()nole#gements. "hen a('stomer re(ei/es an a'tomati( a()nole#gement /ia e-mail4 this is the a##ress that appearsas the sen#er a##ress.

"roceure


Transaction coe CRMC_IC_AUI_GEN

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WebClient $ent Inbox 2ettin$s or sync6rono"s Inbo"n&

5rocessin$ (eine Reply &&resses or "tomatic E-Mail

c.nole&$ement

2. Choose (isplay -H C6an$e i$ ne(essar% to enter the e#it mo#e.

:. Choose :e Entries an# ma)e the $olloing entries a((or#ing to %o'r #ata


Repl% A##ress N'seri#ON#omainO

As) %o'r s%stem a#ministrator $or the (orre(t e-mail a##ress=or testing p'rposes %o' (an 'se the eample #e$ine# +hereMI(MF&omainH


Result

3he repl% a##ress $or a'tomati( o'tbo'n# emails has been #e$ine#.

1:8 B-Mail In#o0

1:8! Setting 3p Routing for In#oun B-Mails

"roceure

1@ A((ess the a(ti/it% 'sing the $olloing na/igation option

S" CRM transaction coe S16

@ Choose tab page &&ressin$ an# sele(t the a##ress 25 B"siness +bects@

%@ Sa/e %o'r entr%.

1:8% ssigning gents for B-Mail anling

3se

3his pro(e#'re is a (entral step to (on$ig're the e-mail inbo. *t is #i/i#e# into to se(tions

• ctivate event lin.in$ *n(oming e-mails (an 'se or)$lo to #e$ine ho e-mails are ro'te# an# ho the% arehan#le#. A(ti/ating e/ent lin)ing a(ti/ates the or)$lo %o' #e$ine# an# allos it to be'se# $or the e-mail inbo. Io' onl% ha/e to a(ti/ate e/ent lin)ing on(e.

• ssi$n a$ents or processin$ mailsIo' #e$ine all tas)s as General tas)s.

"roceure

1@ A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options

Transaction coe CRMC_IC_MAIL_!F

S" CRM ,enu Interaction Center → Interaction Center WebClient → &ministration → Agent *nbo → ssi$n $ent or E-Mail <an&lin$

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@ Choose ssi$n $ents.

%@ Epan# the or)$lo template IC; Mail Inbox <an&lin$ .

4@ Highlight the tas) 5rocess Email@

*$ the tas) general is set the organi<ation resp. 'sers (annotbe assigne#. Assign the'sers an# agents be$ore %o' set the general tas)sŒŒ

@ Choose Create a$ent assi$nment=

3@ 5n the C6oose a$ent type s(reen highlight 5osition an# (hoose Contin"e@

7@ Sele(t the rele/ant position+s, o$ %o'r organi<ational str'(t're +here the 25 Best5ractices positions here 'ser IC8GE:'8M9' IC8GE:'82R> 4 an# IC8GE:'82are assigne# to. 3hese ere (reate# $or the organi<ational 'nits B5 2ales Call Center an# B5 2ervice Call Center ,.

,@ Repeat these steps $or all 'sers that sho'l# re(ei/e e-mails in their e-mail inbo.

!@ eri$% that the tas)s $or E-Mail Pro(essing are (lassi$ie# as General 'as. . 3o (hange a

tas)4 sele(t the tas) an# (hoose ttrib"tes.10@ Choose Bac. +=:, an# (li() on ctivate event 6an&lin$ in (ol'mn Event in.a$e $or

Appli(ation Component IC WebClient Inbo"n& 5rocessin$ UI@

11@ Epan# the str'(t're an# press the b'tton (etail vie in (ol'mn (etails@

1@ *n #ialog bo 5roperties o Event in.a$e sele(t (he()bo Event lin.a$e activate& an#(hoose Contin"e.3he in$ormation in (ol'mn ctivate&eactivate ill (hange $rom (eactivate& to ctivate&@

Result

All agents #esignate# $or pro(essing e-mails ere assigne#.

1:81 Maintaining Recipient Distri#ution

3se

3he p'rpose o$ this a(ti/it% is to #e$ine a re(ipient #etermination $or in(oming e-mails.

"roceure


Transaction coe S"#

S" CRM ,enu Interaction Center → Interaction Center WebClient → &ministration → Agent *nbo → Maintain Recipient (istrib"tion

2. Choose Insert line.

:. *n (ol'mn Recipient enter the e-mail a##ress here an e-mail (an be sent to %o'r s%stem+$or eample4 MI(MF&omainH4 see se(tion (einin$ Receivin$ E-Mail &&resses,.

;. Sele(t $iel# :e recipient an# (hoose the inp't help.

>. Choose 25 obect instance an# (hoose Contin"e.

. *n the net #ialog bo highlight obe(t t%pe UI; 2"pport obect an# (hoose Contin"e.

7. *n the net #ialog bo 'se the inp't help to sele(t the (orre(t re(ei/er a##ress +hereMI(MF&omainH,.

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8. Choose Contin"e an# sa/e %o'r entries.

Result

3he re(ipient #etermination $or in(oming e-mails is #e$ine#.

1:84 Maintaining In#oun "rocessing

3se

3he p'rpose o$ this a(ti/it% is to (he() the entries $or the inbo'n# pro(essing.

"roceure


S" CRM transaction coe S$0

2. Choose Insert Ro an# maintain the $olloing entries one a$ter another

Co,, Type Recipient ress DocClass

B0it .a,e CallSeu

*nternet Mail MA*?ADMN#omainO *CS C?KRMPSKPR5KM*MEKHAD?*G 1

*nternet Mail MA*?ADMN#omainO *CS C?KRMPSK*C5M*GKMA*? 2

*nternet Mail *CS C?KAPP5*3ME3KREP?I :


Result

3he re(ipient #etermination $or in(oming e-mails is #e$ine#.

1:8: Maintaining B-Mail resses for Syste, 3ser

3se

3he p'rpose o$ this a(ti/it% is to (he() i$ the re(ei/er 'ser has maintaine# e-mail a##resses$or pro(essing.

"roceure



S" CRM ,ent rc6itect"re an& 'ec6nolo$y 2ystem &ministration User

Maintenance Users

2. Sear(h $or the s%stem 'sers IC8GE:'8M9' 4 IC8GE:'82R> 4 an# IC8GE:'82.

:. Che() i$ the $olloing entries eist4 otherise a## the $olloing in$ormation to ea(hrele/ant s%stem 'sers

6iel na,e >alue Co,,ent

E-Mail N'seri#ON#omainO Represents the re(ipient a##ress +$or eample4MI(MF&omainH,

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Comm. Metho# *3 +E-Mail,


Result

3he re(ipient #etermination $or in(oming e-mails has been #e$ine#.

1: Defining Ble,ent Categories for Searches

3se

Here %o' #e$ine the (ategories that spe(i$% hi(h t%pes o$ b'siness obe(ts (an be sele(te#ith the Agent *nbo sear(h $a(ilit%.

"roceure




WebClient $ent Inbox Inbox 2earc6 (einitions (eine

Element Cate$ories or 2earc6es

2. Choose :e Entries an# (reate the $olloing ne item (ategories $or sear(hes one a$teranother

Ite, Type Main Category Desription Icon +eample,

*nbo 5ne 5r#er *tem I110 &P *C A(ti/it% !I

*nbo 5ne 5r#er *tem IEAD &P *C ?ea# !I

*nbo 5ne 5r#er *tem IS5 &P *C Ser/i(e !I

ERP Sales 5r#er 3A ERP Sales 5r#er !

:. Sa/e %o'r (hanges.

;. Choose a ('stomi<ing reF'est i$ reF'ire#.

Result

e item (ategories $or sear(hes ha/e been (reate#.

1:!& Mapping *usiness Transactions

3se

3his a(ti/it% is rele/ant $or the inbo sear(h 'sing the ssi$ne& 'o an# cco"nt sear(h(riteria.

"roceure



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WebClient $ent Inbox Map Item ttrib"tes to Inbox

ttrib"tes Map B"siness 'ransactions to Responsible

Employees an& Gro"ps


:. Maintain the $olloing entries

In#o0 Ite, Type PartnerPro(e#'re

Resp.empl.

Resp.Gro'p

Conta(tPerson

Sol#-3oPart%

*nbo 5ne or#er *tem 0000001 0000001; 0000001; 0000001> 00000021

*nbo 5ne or#er *tem 0000002 0000001; 000000!! 0000001> 00000001

*nbo 5ne or#er *tem I00000>2 0000001; 000000!! 0000001> 00000001

;. Sa/e %o'r (hanges.

>. Choose a ('stomi<ing reF'est i$ reF'ire#.

Result

=or the inbo sear(h4 b'siness transa(tions ha/e been mappe# ith b'siness partners.

1:!! Defining gent In#o0 "rofile

3se

"ith this a(ti/it% %o' #e$ine the inbo pro$ile that #etermines hi(h entries are #ispla%e# inthe #rop #on list boes o$ the *nbo Sear(h.

"rereuisites

Io' ha/e #e$ine# %o'r item (ategories $or sear(hes.

"roceure



S" CRM IMG ,enu CRM Interaction Center WebClient $ent Inbox (eine

Inbox 5roiles

@ 3o (reate a ne agent inbo pro$ile4 highlight stan#ar# pro$ile (ea"lt / 1 an# (hoose Copy s=

%@ Enter the $olloing /al'es

In#o0 "rofile Des(ription Maim'm Hits

I&PK*&59 &P Agent *nbo Pro$ile >0

4@ Press Enter .

@ *n the $olloing #ialog bo (hoose copy all an# (on$irm the in$ormation message.


7@ Highlight the ne pro$ile an# open /ie ssi$n Main Cate$ories ith #o'ble-(li().

,@ =irst #elete all entries an# sa/e %o'r #eletions.

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!@ Choose :e Entries an# enter the $olloing entries


an#or DE,.Main Category Description Sort

3A ERP Sales 5r#er 1

I110 &P *C A(ti/it% 2

IEAD &P *C ?ea# :

IS5 &P *C Ser/i(e 5r#er ;

*3 E-Mail >

10@ Sa/e %o'r settings.

Result

Io' ha/e #e$ine# the ne agent inbo pro$ile AB58I:B+J .o %o' are rea#% to #e$ine %o'r *C "ebClient Pro$iles.

1; Maintaining *usiness Roles for IC

3se

3he p'rpose o$ this a(ti/it% is to assign the single pro$iles #e$ine# $or ea(h $'n(tion to the"ebClient pro$ile. 3he "ebClient pro$ile is #esigne# to s'mmari<e the single pro$iles nee#e#$or the #i$$erent s(enarios.

"roceure





2. Highlight one o$ the $olloing three b'siness roles $or *C hi(h ha/e been alrea#% (reate#

an# #o'ble-(li() on /ie ssi$n "nction 5roiles.:. Maintain the $olloing /al'es one a$ter another +an# lea/e the others 'n(hange#,

*usiness Role *"@IC@MAT *"@IC@SR> *"@IC@S9S

6unction "rofile "rofile >alue "rofile >alue "rofile >alue

&P*DE3 I&PK&2& I&PK&2& I&PK&2&

CAD

CA??K?*S3 A635KPAR3ERK C5=*RMA3*5

A635KPAR3ERK C5=*RMA3*5

A635KPAR3ERK C5=*RMA3*5

CAMPA*G

CASE DE=A6?3 DE=A6?3 DE=A6?3

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CA3EG5R*A3*5 DE=A6?3 DE=A6?3 DE=A6?3

C53AC3CE3ER SAPCCS SAPCCS SAPCCS

C53E3KMGM3 DE=A6?3 DE=A6?3 DE=A6?3

CRM6*KC?*P&5ARD DE=A6?3K*C DE=A6?3K*C DE=A6?3K*C

EMA*? I&PKEMA*? I&PKEMA*? I&PKEMA*?

ERPKSA?ESK5RDER IERPK5RDER IERPK5RDER IERPK5RDER

EE3K?5G DE=A6?3 DE=A6?3 DE=A6?3

*CK&3 I&PK*CK3R I&PK*CK3R I&PK*CK3R

*CK*&59 I&PK*&59 I&PK*&59 I&PK*&59

*3E3KDR*EK*3

ERAC3*5S

DE=A6?3 DE=A6?3 DE=A6?3

5"?EDGESEARCH

DE=A6?3 DE=A6?3 DE=A6?3

PR5DKPR5P

R63*ME DE=A6?3K*C DE=A6?3K*C DE=A6?3K*C

SCR*P3

"&AR DE=A6?3 DE=A6?3 DE=A6?3


Result3hree *C "ebClient pro$iles ha/e been maintaine# $or their 'se in #i$$erent *C s(enarios.

17 uestionnaire for Survey

17! Defining uestionnaire

3se

3he p'rpose o$ this a(ti/it% is to 'se s'r/e%s in the intera(tion (enter in or#er to e/al'ate('stomer nee#s ithin the lea# pro(esses.

"rereuisites

3ransa(tion t%pe AE( has been #e$ine#.

A F'estionnaire has been (reate# +$or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo()C%7 / CRM ea& Mana$ement ,.

An eample F'estionnaire is pro/i#e# b% 25 Best 5ractices or CRM - as $ileB58E(8lan$"a$eH in the Misc #ire(tor% o$ the #o('mentation DD - $or ea(h o$ the$olloing lang'agesDE +German,4 E +English,4 ES +Spanish,4 =R +=ren(h,4 P3 +Port'gese,4 R6 +R'ssian,4 H+Chinese,4 CS +C<e(h,4 *3 +*talian,4 ? +D't(h,4 P? +Polish, an# 3R +3'r)ish, Q see theetension o$ the $iles name.

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"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement 'ransactions 2ettin$s

or ea&s D"estionnaires or ea&s (eine D"estionnaires

2. 5pen $ol#er ppl@ ea&s an# highlight B58E(8yo"r lan$"a$eH +here4 $or eample4B58E(8E: ,.

Sele(t the F'estionnaire a((or#ing to %o'r pre$ere# lang'age.

=or #etails (on(erning the (reation o$ eample s'r/e% B58E(8E: see theCon$ig'ration G'i#e o$ b'il#ing blo() C%7 / CRM ea& Mana$ement 4 (hapter(einin$ D"estionnaires.

:. Choose Copy .

;. Sele(t appli(ation ea&s4 enter an *D $or the ne s'r/e% +B58IC8E(8yo"rlan$"a$eHK $or eample4 B58IC8E(8E: , an# (hoose Copy 2"rvey .

>. Choose C6an$e an# a## an#or #elete F'estions i$ reF'ire#.

. Choose Bac. an# sa/e %o'r entries.

7. Choose ctivate to a(ti/ate the ne s'r/e%.

8. =rom the appli(ation toolbar (hoose b'tton Maintain 2"rvey ttrib"tes.

!. 5n tab page 'ec6nical 2ettin$s enter the /ali#it% perio#.

10. 5n tab page &ministrat@(ata %o' (an $'rther maintain Short Des(ription an# Des(ription

+B58IC8E(8yo"r lan$"a$eH $or eample4 B58IC8E(8E: ,.11. Choose Contin"e.


17% Maintaining uestionnaire Deter,ination

"roceure

1. *n the $ollo 'p step the F'estionnaire has to be assigne# to transa(tion t%pe IEAD


S" CRM IMG ,enu C"stomer Relations6ip Mana$ement 'ransactions 2ettin$s

or ea&s D"estionnaires or ea&s (eine (etermination

or D"estionnaires

2. Maintain the $olloing /al'es +an# lea/e the others 'n(hange#,

Deter, Description Trans Type uestionnaire ID ctiv

I000000002 &P *C ?ea# IEAD &PK*CK?EADKN%o'rlang'ageO

Nsele(te#O

Result

3he s'r/e% is no assigne# to transa(tion t%pe IEAD.

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18 Interactive Scripting

3se

3he Interactive 2criptin$ (omponent g'i#es agents thro'gh intera(tions ith ('stomers.S(ripts are ma#e 'p o$ inter(onne(te# lists o$ F'estions an# possible ansers. "hen or)ingthro'gh the s(ript4 %o' as) ('stomers the F'estions that appear an# in#i(ate their responses4hi(h are re(or#e# in the s%stem. At spe(i$i( points #'ring the (on/ersation ith the('stomer4 the s(ript 'mps a'tomati(all% into b'siness transa(tions +pre#e$ine# in the s(riptstr'(t're,4 or per$orms an a(tion in the *ntera(tion Center.

18! Chec+ing Services

3se&e$ore starting an# or)ing ith the interati/e s(ripting en/ironment %o' nee# to (he() i$ therele/ant ser/i(es ith the $olloing #esriptions are a(ti/e.

"roceure


Transaction coe SICF

2. Che() i$ the $olloing rele/ant ser/i(es ith the $olloing #esriptions are a(ti/e

• &AS*S M*ME 5&EC3S

• H33P han#ler $or et

• Central mimes $or the graphi(s taglib

• *ntera(ti/e S(ript E#itor

:. *$ this is not the (ase please a(ti/ate the rele/ant ser/i(es.Do a right mo'se-(li() an# (hoose ctivate in. $rom the #rop#on men'.

;. Sa/e %o'r entries.

18% Maintaining Scripts

3se

*n the *ntera(tion Center +*C, "ebClient4 s%stem a#ministrators an# intera(tion (entermanagers (an 'se the *ntera(ti/e S(ript E#itor to (reate s(ripts tailore# $or ('rrent (ampaignsor (ompan% nee#s.

*n this (hapter %o' $irst $in# a general #es(ription o$ ho to (reate a ne s(ript. At the en# %o' $in# some eample #ata $or (reating an eample s(ript hi(h is 'se# in the*ntera(tion Center s(enarios o$ 25 Best 5ractices or CRM .

s an option you can also uploa an e0a,ple of an interactive script #eing elivere#y SAP Best Practices for CRM as FM9 file

"rereuisites

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Io' ha/e the proper a'thori<ation to maintain s(ript tets.

LRE has to be installe# on the lo(al PC. Io' (an #onloa# it $rom the homepage a/a.s'n.(om i$ ne(essar%. 6se an% /ersion o$ a/aŽ Pl'g-*n 1.;.2.Donloa# the (orre(t RE $rom httpa/a.s'n.(om2se1.;.2#onloa#.html.=or #etails see S" note 7!7%!.

+3he 2SE a/a R'ntime En/ironment +RE, allos en#-'sers to r'n a/a appli(ations., As *nternet Eplorer #e$a'lt lang'age sele(t English +'ools Internet +ptions

an$"a$es,.

A lea# F'estionnaire has been (reate# +$or #etails see the Con$ig'ration G'i#e o$ b'il#ingblo() C%7 / CRM ea& Mana$ement ,.

"roceure

1. ?og on to the CRM "ebClient ith 'ser ic#!an an# passor# elcome@

2. A((ess the *ntera(ti/e S(ript E#itor 'sing the $olloing na/igation option

CRM 5e#Client 3I ,enu 5rocess Mo&elin$ Create; Interactive 2cript E&itor

*$ the s(ript e#itor #oes not start please (he() i$ %o' ha/e the appropriate REe#iton on %o'r lo(al ma(hine.

*$ the s(ript e#itor #oes not start properl% press Uploa& b'tton.

=ption ! Create ne$ script via file uploa

:. Choose b'tton Uploa& .

;. Sele(t $ile BP#Interactive#Script,!l $rom the Misc #ire(tor% o$ the 25 Best 5racticesor CRM #o('mentation DD.

All s(ripting obe(ts being (ontaine# in the $ile are also translate# in se/erallang'ages +li)e DE4 =R4 ES et(,.

=ption % Create ne$ script ,anually

>. Choose b'tton :e ith s'b men' 2cript +optional +bection 2cript ,. A ne s(ript appears in the e#itor ith its on tab page.

+5ptional, *$ %o' (reate an obe(tion s(ript4 in a##ition to the steps liste# belo4 %o'm'st also enter an obe(tion reason. 3he obe(tion reason is the tet that appears in$iel# +bections hen agents ee('te the s(ript.

*$ %o' sear(h $or a s(ript or a F'estion %o' (annot 'se il#(ar#s. *nstea# t%pe onl%part o$ the (ontaine# tet. 3he s%stem ill $in# the obe(t that mat(hes %o'r (riteriaan# ill highlight it in the repositor%.

. =irst maintain the attrib'tes $or the s(ript

7. Sele(t tab 2cript 5roperties an# enter the ne(essar% in$ormation

.a,e >alues Definition

S(ript *D Enter a 'niF'e *D+e.g.4 $BP Script ,.

6niF'e4 alphan'meri( i#enti$ier

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http://java.sun.com/j2se/1.4.2/download.html






.a,e >alues Definition

Des(ription Enter a #es(ripti/e tet $or %o'rs(ript +e.g.4 25 Best 5ractices2cript ,.

Short tet that #es(ribes the s(ript

De$a'lt

3emplate

Sele(t the template %o' thin) %o'

ill 'se most o$ten $or F'estions inthis s(ript +e.g.4 (ialo$"e,.

S%stem applies the #e$a'lt to all

F'estions that %o' a## to thiss(ript.

8. +5ptional, 5n tab page 2cript C6apters (hoose b'tton && ine an# enter a name $orea(h (hapter. 3his tet appears in s(reen area +vervie hen agents 'se the s(ript inthe *ntera(tion Center "ebClient.

!. A##ing F'estions to a s(ript

Eisting B'estionsIo' (an mo/e eisting F'estions4 hi(h %o' ant to 'se4 $rom the F'estion repositor%+s(reen area Repository path D"estions, into the e#itor 'sing #rag an# #rop.

e B'estions

*$ %o' (ant $in# a s'itable eisting F'estion in the repositor%4 %o' (an also (reate neF'estions

1. Choose b'tton :e ith s'b men' D"estion an# enter a F'estion tet.

2. 5n tab D"estion 5roperties enter the F'estion *D an# a #es(ription4 then (hoose2ave.

3he nel% (reate# F'estion ill appear in the repositor% $orm here %o' (an #rag it to%o'r s(ript in the or) area. Sele(t a no#e to enter the no#e properties.

6or e0a,ple uestions use in our e0a,ple script see the follo$ing ta#le

Scripting uestionsD"estion I( (escription an$"a$e 'ext

*D1 "el(ome E Hello4 e ha/e the nepro#'(t 9I an# eo'l# li)e to )no i$%o' are intereste# inthis.

A## A##itional "ishes E Do %o' ha/e a##itionaliss'es

*ye

(escription D"estion I( an$"a$e 'ext &%e &%e E 3han) %o' $or %o'r

interests4 ha/e a ni(e#a% an# goo# b%e.

3he F'estion I(1 )Welcome* gets the $lag 2tartin$ :o&e.

6se #rag#rop to mo/e a F'estion $rom the repositor% into the s(ript e#itor.Io' (an highlight the F'estion ('be an# maintain a##itional #ata on tab :o&e 5roperties

.a,e Definition 3se

B'estion *D 6niF'e4 alphan'meri(i#enti$ier =or eisting F'estions4 this $iel# is rea#onl%. =or ne F'estions4 enter ani#enti$ier.

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10. A##ing Ansers to the s(ript

Eisting AnsersIo' (an mo/e eisting ansers4 hi(h %o' ant to 'se4 $rom the anser repositor%+s(reen area Repository path nsers, into the e#itor 'sing #rag an# #rop.

e Ansers

*$ %o' (ant $in# a s'itable eisting anser in the repositor%4 %o' (an also (reate neansers

:. Choose b'tton :e ith s'bmen' B"tton an# enter a tet.

;. 5n tab B"tton 5roperties enter the b'tton *D4 then (hoose 2ave.

3he nel% (reate# anser ill appear in the repositor% $orm here %o' (an #rag it to %o'r s(ript in the or) area. Sele(t a no#e to enter the no#e properties.

3et eamples $or a small intera(ti/e s(ripting s(enario+(on(erning the translation see the $olloing topi(,

ns$ersB"tton I( 'ext an$"a$e

AD1 &'% E

AD2 *nterest E

11. 6sing na/igational lin)s ithin %o'r s(ript +being pro/i#e# as templates,

=rom the tree str'(t're on the le$t (hoose 'emplates (EU' an# #rag the template$rom the repositor% to %o'r s(ript.5n tab :o&e 5roperties an# tab 5arameters enter the ne(essar% #ata $or the na/igationallin) as a parameter +see eample #ata belo,.

3he na/igational lin) lea#s to another /ie set in the *C "ebClient.*n $iel# +n Ret"rn Goto4 in#i(ate hether %o' ant the pre/io's or the net F'estion toappear hen agents na/igate ba() to the s(ript +here e.g.4 5revio"s D"estion,.

Eample #ata $or the internal lin)s 'se# in o'r eample s(ript

6iel .a,e 6iel >alue

!st .avigational 9in+ (te,plate -ead Qualification)

3ab page :o&e 5roperties

Des(ription &P ?ea#

3emplate ?ea# B'ali$i(ationChapter 2 Pro(ess

3ab page 5arameters

Parameter ame Parameter al'e

Des(ription &P ?ea#

Appli(ation *D CRMKS6REIK?EAD

B'estionnaire *D &PK*CK?EADKN%o'r lang'ageO

ersion *D Nan% F'estionnaire /ersionO

3ransa(tion 3%pe IEAD5rigin 00; +3elephone inF'ir%,

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*mportan(e : +?o,

?ea# gro'p I00! +*C ?ea#s,

6iel .a,e 6iel >alue

%n .avigational 9in+ (te,plate *avigation)

3ab page :o&e 5roperties

Des(ription ERP Sales 5r#er

3emplate a/igation

Chapter 2 Pro(ess

3ab page 5arameters

Parameter ame Parameter al'e

a/igation 3arget ERP5RDERD +ERP Sales 5r#er Create,

5n Ret'rn Goto 0

3he no#e (ontaining the na/igational lin) #oes not appear as a no#e or F'estionon agents s(reens. *nstea#4 this no#e simpl% 'mps a'tomati(all% to the #e$ine#/ie set.

12. ?in)ing all s(ript elements ith ea(h other

Choose b'tton Insert in. 4 sele(t the so'r(e s(ript element an# then #rag the line tothe target s(ript element. Ea(h lin) represents the anser that lea#s to the net elementin the s(ript.

Highlight this ne lin) an# #rag#rop an eisting b'tton $rom the anser repositor% intothe in. 5roperties tab in the attrib'te s(reen area.Io' (an also #rag#rop the b'tton into the sele(te# lin) in the e#itor se(tion o$ thes(reen. *$ %o' (annot $in# a s'itable eisting b'tton4 %o' (an also (reate ansers.

1:. Assign the b'ttons

Highlight this ne lin) an# #rag#rop an eisting b'tton $rom the anser repositor% intothe in. 5roperties tab in the attrib'te s(reen area.Io' (an also #rag#rop the b'tton into the sele(te# lin) in the e#itor se(tion o$ thes(reen. *$ %o' (annot $in# a s'itable eisting b'tton4 %o' (an also (reate ansers.

ns$ers (#utton)

B"tton I( 'ext an$"a$e

Ies ?es E

o .o E

AD1 *uy E

AD2 Interest E

6or the resulting structure of our e0a,ple script see the follo$ing picture

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1;. 5ptional Io' (an #rag#rop the obe(tion s(ripts %o' ant to 'se into the e#itor. 3heobe(tion s(ripts that %o' a## to %o'r s(ript ill appear as a/ailable obe(tions henagents r'n this s(ript. Io' (an lin) obe(tions to the s(ript i$ %o' li)e4 b't obe(tionsappear in the s(ript e/en i$ the% are not lin)e#.

1>. Choose 2ave.

1. *n or#er to translate the ne eample s(ript an# its ne (omponents into %o'r rele/antlang'age4 pro(ee# as $ollos

17. *n the Repository area highlight the ne eample s(ript 25 Best 5ractices 2cript an#(hoose b'tton 'ranslate.

18. 5n tab 2cript 'ranslator sele(t %o'r rele/ant target lang'age an# (hoose oa&'ranslation 'able.

1!. *n (ol'mn 'ranslate& 'ext maintain all ne eample s(ript obe(ts into %o'r rele/antlang'age +here German4 Spanis(h4 =ren(h4 Port'gese4 R'ssian4 an#or Chinese,4espe(iall% all ne F'estions an# b'ttons +ansers,.


*$ a s(ript is assigne# to a (all list4 all agents (an a((ess the s(ript /ia the (alllist4 e/en i$ the% are not assigne# to the (orrespon#ing pro$ile.

S(ripts (an be translate# in the S(ripting E#itor. *n or#er to 'se the translation$or agents4 %o' nee# to a## the target lang'age to the list o$ s(ript lang'ages inthe s(ript pro$ile.

Result

Io' ha/e (reate# an eample s(ript $BP Script hi(h is 'se# in the *ntera(tion Centers(enarios o$ 25 Best 5ractices or CRM .

Io' no nee# to a## the ne s(ript to a s(ript pro$ile in the CRM s%stem +see net step,.

All 'sers ho ha/e got this s(ript pro$ile assigne#4 (an a((ess this ne s(ript.

181 Defining Script "rofile

3se

3he p'rpose o$ this a(ti/it% is to assign s(ripts to a s(ript pro$ile. 3his pro$ile lists the s(riptsthat are to be a/ailable $or agents to 'se in the 2cripts se(tion o$ the *ntera(tion Center +*C,"ebClient.

"rereuisites

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A s(ript has been (reate# to be 'se# $or intera(ti/e s(ripting.

"roceure



S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Interaction Center

WebClient → Basic "nctions→ (eine 2cript 5roiles



Script "rofile ID Description istory .avigational lin+

I&PK*CKSCR &P S(ript Pro$ile Do not re(or# Nempt%O

;. Press Enter an# sa/e %o'r entries.

>. Highlight %o'r ne pro$ile an# #o'ble-(li() on the $ol#er 2cripts.

. Choose :e Entries@

7. 6se the inp't help to assign %o'r ne s(ript AB5 2cript to %o'r s(ript pro$ile.

8. +5ptional, Enter the /ali#it% #ates to %o'r s(ript >ali& rom an# >ali& 'o.

!. Do'ble-(li() on $ol#er 2cript an$"a$es.

10. Choose :e Entries@

11. *n (ol'mn an$"a$es enter the lang'ages %o' plan to ha/e %o'r s(ripts a/ailable in +$oreample in E an# DE,. Io' (an (hoose beteen an% lang'age hi(h are a/ailable $orthe ('rrent 25 Best 5ractices or CRM /ersion.

12. Sa/e %o'r #ata.

184 ssigning Script "rofile to IC *usiness Roles

3se

*n this step %o' assign the s(ript pro$ile to %o'r b'siness roles $or *ntera(tion Center.

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2. 3o assign the ne s(ript pro$ile4 highlight the rele/ant b'siness role4 go to /ie ssi$n"nction 5roiles an# assign the ne s(ript pro$ile AB58IC82CR to ea(h rele/ant roleone a$ter another



SCR*P3 I&PK*CKSCR I&PK*CKSCR I&PK*CKSCR

:. Sa/e %o'r entries.

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Result

Io' assigne# a ne s(ript pro$iles to an *C "ebClient b'siness role.

1 lert Moeling (=ptional)

3se

3his #es(ription is 'st an eample to sho ho an e/ent alert is #e$ine#. *n this pro(ess the*C Manager #e$ines an *ntent-Dri/en *ntera(tion R'le Poli(% to enable a s(ript to be la'n(he#a'tomati(all% b% the s%stem hen the *C agent has (on$irme# the b'siness partner in the cco"nt I&entiication area.

"rereuisites

Io' are logge# on to the CRM "ebClient ith 'ser IC#MA* an# passor# elcome in or#erto 'se this appli(ation.

&e s're that this s%stem 'ser has got role 2585CC8ERM28(MI: assigne# in or#er to beable to 'se the inp't help $or the Categor% Mo#eler an# the R'le Mo#eler.

A s(ript has been prepare# in or#er to ee('te these steps.

1! Creating lerts (=ptional)

"roceure


CRM 5e#Client 3I ,enu 5rocess Mo&elin$ Create; lerts

2. Choose :e .

:. Enter the $olloing eample #ata


ame IKA?ER3KSCR*P3

Des(ription S)ript ?a'n(h

a/igation 5be(t 3%peA(tion *C "ebClient - S(riptDispla%

?ang'age E

3ooltip Nempt%O

Message 3et S(ript Starte# a$ter &P (on$irmation

;. Press E:'ER .

>. Sa/e %o'r entries.

1% Creating Rules (=ptional)

"roceure


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CRM 5e#Client 3I ,enu 5rocess Mo&elin$ Create; R"le 5olicy

2. *n the eb page #ialog enter the $olloing eample #ata an# (hoose +.


Contet *ntent Dri/en *ntera(tion +*C "ebClient,

R'le Poli(% NnameO +e.g.4 &PKA?ER3,

:. Highlight the ne poli(% entr%.

;. 5n assignment blo() B"siness Roles (hoose && Entry an# maintain the $olloing #ata


&'siness role &PK*CAKM3 +&P *C Agent Mar)eting,

&'siness role &PK*CAKS?S +&P *C Agent Sales,

>. 5n assignment blo() IC Events (hoose && Entry an# maintain the $olloing #ata


*C E/ent &PCon$irme#

. Highlight ro ctive.

7. 5n assignment blo() 5olicy >ariant (etails an# enter a #es(ription +e.g.4 B5 5olicy>ariant ,.

8. Highlight ro (rat R"les an# (hoose :e .

!. =or the ne r'le $ol#er4 in assignment blo() R"le ol&er (etails maintain the $olloingentries


ame NameO +e.g.4 &P Alerting R'le =ol#er,Des(ription NameO +e.g.4 &P Alerting R'le =ol#er,

10. Highlight the ne r'le $ol#er an# (hoose :e .

11. =or the ne r'le in assignment blo() R"le (etails maintain the $olloing entries


ame NameO +e.g.4 &P Alerting R'le,

Des(ription NameO +e.g.4 &P Alerting R'le,

12. 5n assignment blo() Con&itions (hoose && Entry .

1:. Maintain the $olloing entries +using the input help,Match ttri#ute =perator >alue

*$ C'rrent E/ent EF'als &'siness Partner Con$irme#

1;. 5n assignment blo() ctions (hoose && Entry .

1>. Maintain the $olloing /al'es +'sing the inp't help,

ctions .a,e >alue Description

A(tionsParameters

3rigger Alert

Alert ame IKA?ER3KSCR*P3 3ime Dela% +se(on#s, 1

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1. Press Enter .

17. 5n assignment blo() 5olicy sele(t More Release (rat R"les to a(ti/ate the r'les that%o' ha/e 'st #e$ine#.

18. Choose 2ave +at the top o$ the s(reen,.

sap crm webclient by raju

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