Google+ SAP CRM Web Interaction Center Overview - SAP ABAP

SAP CRM Web Interaction Center Overview

mySAP Customer Relationship Administration (CRM), which is part of the mySAP Enterprise Suite,includes a central CRM server that gives entry to the system by means of various channels and connection to different systems. You should, after all install the necessary extensions. The next application elements are supported in mySAP CRM:
  1. Interaction Center: The integrated Interaction Center enables clients to make use of telephone, fax, or e-mail to contact sales or service representatives.
  2. Internet: Web customers could configure and order services or products utilizing the Web parts of mySAP CRM.
  3. Mobile shoppers: The mobile sales drive or cell service engineers can hook up with the SAP CRM system from their laptop computer systems or different mobile terminals to change the most recent data with mySAP CRM.
mySAP CRM offers the next fully-integrated connections:
  1. The SAP CRM system as a central CRM server with its application elements
  2. SAP R/3 as a again-finish system with confirmed ERP features
  3. SAP BW as information warehouse solution with comprehensive statistical and analysis potentialities
  4. The APO system as a world available-to-promise (ATP) examine and demand planning solution
  5. mySAP Enterprise Portal as a software that gives you with integrated entry to all techniques
The Interaction Heart WinClient person interface offers the next elements:
  1. Enterprise associate: Here, the business accomplice and phone particular person are identified routinely or manually. You should utilize varied knowledge to seek for business partners,the application area. Address modifications for grasp data may be maintained here.
  2. Brokers dashboard: Here, the system shows telephony knowledge (for instance, number, name, and status of the actual name).
  3. Scripting and messaging: You'll find a way to show brief info based on events or system actions right here, as effectively as information the Interplay Center Manager sends to the brokers utilizing the published messaging service.
  4. Motion field: Here you may name up varied functions via buttons or menus. You open up hidden tab pages in the application space, transactions in the mySAP CRM system, transactions in other SAP methods (R/3, APO), and Internet and intranet pages. Parameters corresponding to enterprise companion ID or handle could be transferred to every of those transactions.
  5. Navigation area: The interplay history for the business accomplice is displayed here. Product proposals are also provided for choice, on the premise of varied strategies (for instance, high-n products, cross, up/down selling, or equipment). For service eventualities, lists of the customer’s installed base (IBase) can be displayed.


The Interaction Center supports all CRM methods, resembling:
  1. Sales: Processing of gross sales transactions, alternatives, product proposals
  2. Service: E-mail processing and workflow, resolution database, service transactions
  3. Advertising: Campaigns, call lists, product proposals
In addition, the Interplay Middle supports multichannel communication,Telephone: Incoming and outgoing calls, routing, name lists, CTI (pc telephony integration) connection y E-mail, fax, SMS and Internet: Inclusion of Internet and intranet pages, co-searching, call-me-again, Internet chat, Web telephony.

In each the WinClient and WebClient person interfaces, you may management which of these features are used by individual brokers, agent teams, or entire name facilities by assigning individually configured profiles.


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