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CRM Interaction Center

Queuing mechanism for E-Mail push scenarios

1 Requirement The ICI has always been an asynchronous and non-queuing interface. In certain channels (such as telephony) this is not a critical issue as the agent still has the possibility to manually identify a customer, even if there wasn’t an inbound signal before. However, in E-Mail scenarios where the …

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ERMS Configuration Guides and Documentation

Many customers have asked where they can find the latest information, presentations, and configuration guides for E-Mail Response Management System (ERMS) for SAP CRM. So I’ve put together the following, hopefully comprehensive, list: Configuration Guides SAP Note 940882 (ERMS FAQ Note) that contained links to two presentations: an ERMS Overview …

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CRM Interaction Center – Interactive Scripting

What is Interactive Scripting? A useful tool with a list of questions and answers to guide agents through each step of a customer interaction. The scripting configuration controls the navigation, depending on answers the agent gets from the customer. The answer (decisions) are represented by buttons and could: Trigger other …

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SAP CRM IC: Multi-Level Categorization

The basics steps are first to define a Catalog, then Code Group Profiles and finally defining a subject profile. 1. Follow the following SPRO path: 2. Define Catalog:     Define a catalog for every level of hierarchy level. (3 catalogs will create a 3-level categorization) 3. Next, define Code Group …

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Configuring Interaction Center Alerts

Alerts are information messages that can be displayed to agents in the Context Area of the Interaction Centre. Alerts are used to guide agents during the interaction with the customer by directing their attention to items that required attention An alert can display text, variables and can be configured to …

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Index tables for IC Inbox acceleration

1. Think of your business requirements and realization First of all you need to understand what you want to achieve. Sounds too general and standard? Yes, but if you do any mistakes already here, it will be hard to change anything in the future… 1.1. Formulate your business requirements You …

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Context Area Enhancement

Summary : This document gives step by step guidance to enhance the context area, display on demand of the customer in IC AGENT. This could be easily handled by creating a custom class and adding it in customizing. Step1: Go to the path below from IMG Step2: Double click on …

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Transfer a pushed email to a queue in IC

The Interaction Center offers an abundance of possibilities for communicating with consumers, and most of it works very well, straight out of the box.When we implemented CRM 7.02 together with SAP BCM 7.0 (Contact Center) across 3 multi-channel, multi-language contact centres there was something missing. Consider you are a contact …

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Twitter Integration with SAP CRM

Social Media Integration in Interaction center This particular integration is done with SAP CRM so that customers can raise concerns, issues etc. with company using twitter account which has a connection with SAP, so that any post posted by customer is fetched into system which then can be replied back …

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New UI component for Broadcast Messages

SAP continues polishing WebUI components in CRM area. There are still some components which would be great to rebuild or improve. One of the most painfull components for me (and our clients) was Broadcast Messaging in IC. The old one is presented below and you can get more information about …

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