CR410 IC Web Client 2

CR410 CRM Interaction Center WebClient SAP CRM

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Participant Handbook Course Version: 95 Course Duration: 3 Day(s) Material Number: 50099357

An SAP course - use it to learn, reference it for work

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About This Handbook This handbook is intended to complement the instructor-led presentation of this course, and serve as a source of reference. It is not suitable for self-study.

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Example text

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About This Handbook

CR410

Icons in Body Text The following icons are used in this handbook. Icon

Meaning For more information, tips, or background

Note or further explanation of previous point Exception or caution Procedures

Indicates that the item is displayed in the instructor’s presentation.

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Contents Course Overview ......................................................... vii Course Goals ...........................................................vii Course Objectives .....................................................vii

Unit 1: Interaction Center WebClient Overview ..................... 1 IC WebClient Overview ................................................2

Unit 2: Agent Functions .................................................. 9 Front Office Screen Components ................................... 10

Unit 3: Interaction Center – Marketing & Sales ................... 27 IC WebClient Marketing .............................................. 28 IC WebClient Sales ................................................... 37

Unit 4: Interaction Center – Service ................................. 47 Interaction Center Service ........................................... 48 IT Service Management.............................................. 64 Multiple Backend Scenarios ......................................... 86

Unit 5: IC WebClient Functions & Profiles ......................... 95 IC WebClient Business Roles ....................................... 96 Account identification ................................................108 Business Transactions in the Interaction Center.................126

Unit 6: Communication Architecture ............................... 143 Introduction to Communication Architecture .....................144 Communication Architecture Components & Functions ........147

Unit 7: Agent Inbox ..................................................... 171 Overview of Agent Inbox ............................................172 Configuration of Agent Inbox .......................................176 E-Mail Integration ....................................................198

Unit 8: Rule Modeler ................................................... 203 Overview of Rule Modeler ..........................................204 Configuration of Rule Modeler ..................................... 211 Rule Policy Examples ..............................................216

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Contents

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Unit 9: Category Modeler ............................................. 245 Overview of Multilevel Categorization .............................246 Configuration of Category Modeler ................................261

Unit 10: IC Manager Functions ...................................... 275 Manager Functions ..................................................276

Index ....................................................................... 293

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Course Overview Content: • • • •

Role of the Interaction Center within SAP CRM Main Business Scenarios in the Interaction Center Architecture and Configuration of SAP CRM Interaction Center WebClient Interaction Center Manager Functions.

Target Audience This course is intended for the following audiences: •

Customers, Partners, and SAP Consultants considering an implementation of SAP CRM Interaction Center WebClient.

Course Prerequisites Required Knowledge •

This course requires SAP CRM Solution Overview (course SAPCRM) and SAP CRM User Interface knowledge (course CR580).

Recommended Knowledge • •

CRM Customizing Fundamentals (course CR100) To gain background knowledge about Sales, Service and Marketing you may attend the courses CRM Sales (CR300), CRM Service (CR700), and Marketing (CR600).

Course Goals This course will prepare you to: • •

Work as an SAP CRM consultant specializing in Interaction Center WebClient Implement SAP CRM Interaction Center WebClient scenarios.

Course Objectives After completing this course, you will be able to: •

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Develop a detailed, hands-on understanding of the CRM Interaction Center WebClient functionality


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Course Overview

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Get sound knowledge of the technical landscape and architecture of the Interaction Center WebClient Deepen the Interaction Center WebClient configuration knowledge for different business uses.

•

SAP Software Component Information The information in this course pertains to the following SAP Software Components and releases: • •

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SAP CRM 7.0 SAP CRM SAP EHP1 for SAP CRM 7.0


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Unit 1 Interaction Center WebClient Overview Unit Overview The CRM Interaction Center provides you with tools to help you ensure efficient and consistent customer service by collaborating and communicating with your customers over various channels. It supports agents and managers who are involved with the interaction center. Agents can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process business transactions such as quotations, sales tickets and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevant account information is available to them in one location, such as account data, order status, and product-related information. Managers can access administration, maintenance, and reporting tools, ensuring optimized and efficient interaction center operations. For example, they can forecast, schedule, and monitor their staff, adjust workflow and routing rules, monitor inbound and outbound interactions, and view analytics to make strategic decisions for the interaction center. This unit gives a high level overview of the SAP CRM Interaction Center.

Unit Objectives After completing this unit, you will be able to: • • •

Describe how the Interaction Center is integrated in SAP Customer Relationship Management Define the main Interaction Center business scenarios Give an overview of the main Interaction Center WebClient features.

Unit Contents Lesson: IC WebClient Overview .................................................2

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Unit 1: Interaction Center WebClient Overview

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Lesson: IC WebClient Overview Lesson Overview This overview lesson describes Interaction Center WebClient features and scenarios while explaining how it is integrated in the SAP CRM solution.

Lesson Objectives After completing this lesson, you will be able to: • • •

Describe how the Interaction Center is integrated in SAP Customer Relationship Management Define the main Interaction Center business scenarios Give an overview of the main Interaction Center WebClient features.

Business Example Your organization is interested in implementing a CRM system that offers a web-based user interface. As part of the evaluation process, you want to get an overview of the main features of SAP CRM Interaction Center WebClient.

Interaction Center WebClient Overview

Figure 1: SAP CRM Interaction Center

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Lesson: IC WebClient Overview

The Interaction Center WebClient, as part of SAP Customer Relationship Management (SAP CRM), provides you with tools to help you ensure efficient and consistent customer service by collaborating and communicating with your customers over various channels. It supports agents and managers who are involved with the interaction center. Agents can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process business transactions such as quotations, sales tickets and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevant account information is available to them in one location, such as account data, order status, and product-related information. With SAP EhP1 for SAP CRM 7.0 new scenarios from the SAP Shared Service Framework solution are delivered. These scenarios require the SAP CRM Interaction Center with tight integration into the SAP ERP backend system.

Figure 2: Agent Desktop - User Interface

The Agent Desktop is the primary screen utilized by contact center agents, giving them access to the information they need to address customer needs with a minimum of clicks. It provides the guidance and agent support necessary to ensure a consistent and positive customer experience. The upper part of the screen shows the current customer being serviced, and also provides controls relevant to the communication channel being used, whether telephony, e-mail, or chat. There are also areas to show messages to the agent relevant to the current interaction.

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The lower part of the screen is a workspace that displays fields and controls relevant to the current interaction, whether it is taking an order, checking on the status of a shipment, handing a service or technical support inquiry, or making an outbound telemarketing call. Along the left column, there are configurable navigation controls enabling an agent to quickly go to the relevant screen to support the current customer.

Figure 3: Interaction Center WebClient: Layout

The SAP CRM Interaction Center WebClient user interface layout is designed to be intuitive and powerful at the same time. Agents have access to the following features at all times: • • • • • • • • • •

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Scratch Pad Account information Alerts Communication information Telephony toolbar System messages Navigation bar Broadcast messages Instant Messaging Workspace


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The features listed above are explained in more detail in unit “Agent Functions”. Hint: As of SAP EhP1 for SAP CRM 7.0, CRM now provides instant messaging to allow users to communicate with colleagues. Users can also make a telephone call, send e-mail, or send CRM context data, for example account or interaction record data, via instant messaging conversations. Instant messaging enables more efficient and effective interactions within the organization, allowing IC agents to seek help and expertise form other agents (or other CRM users).

Figure 4: Interaction Center: Configuration

The Interaction Center supports all CRM strategies, such as: • • •

Sales: processing of sales transactions, opportunities, product proposals Service: e-mail processing and workflow, solution database, service transactions Marketing: campaigns, call lists, product proposals.

In addition, the Interaction Center supports multi channel communication: • •

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Telephone: incoming and outgoing calls, routing, call lists, CTI (computer telephony integration) connection E-Mail, fax, SMS


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In IC WebClient you can control which of these functions are used by individual agents, agent groups or entire call centers by assigning individually configured business roles. A business role can be considered the successor of the IC WebClient profile. Business roles have been introduced with the Unified User Interface (CRM WebClient UI) starting with release SAP CRM 2006s.

Figure 5: Interaction Center Management

The IC Management business scenario provides a single point of access for interaction center (IC) managers to ensure the IC is optimized and efficient. Tools are provided for managers to make informed decisions, to react quickly to changing business needs, and to resolve issues before they become problems. Analytics and advanced reporting tools allow managers to monitor, measure, predict, plan, and optimize the IC. We deliver the standard business role IC Manager (IC_MANAGER) which contains the necessary content (applications) to work as an interaction center manager. Some of the functions mentioned on the slide above will be explained in more detail later in this course.

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Lesson Summary You should now be able to: • Describe how the Interaction Center is integrated in SAP Customer Relationship Management • Define the main Interaction Center business scenarios • Give an overview of the main Interaction Center WebClient features.

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Unit Summary

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Unit Summary You should now be able to: • Describe how the Interaction Center is integrated in SAP Customer Relationship Management • Define the main Interaction Center business scenarios • Give an overview of the main Interaction Center WebClient features.

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Unit 2 Agent Functions Unit Overview This unit introduces the SAP CRM Interaction Center WebClient UI. Main elements of the agent’s desktop, the front office screen, as well as some basic work centers are introduced.

Unit Objectives After completing this unit, you will be able to: • •

List the components that make up the front office screen List main functions available to an agent through the front office.

Unit Contents Lesson: Front Office Screen Components ................................... 10 Exercise 1: Settings and Agent Functions ............................... 19

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Unit 2: Agent Functions

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Lesson: Front Office Screen Components Lesson Overview The agents’ front office screen is broken down into components and explained in this lesson. Some of the main functions available to the agent are also explained.

Lesson Objectives After completing this lesson, you will be able to: • •

List the components that make up the front office screen List main functions available to an agent through the front office.

Business Example You are considering enabling your organization’s front office with SAP CRM Interaction Center. You want to learn more about the user interface available to the agents.

Front Office Screen Components

Figure 6: Interaction Center WebClient: Layout

The scratch pad allows the agent to write down notes that can be included in the business documents at any time.

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Lesson: Front Office Screen Components

Account info shows the most relevant information about the current interaction, such as the customers name and company. Alerts are predefined by system administrators or Interaction Center (IC) managers to be triggered by certain events in the system. Communication information shows information from the communication management software, like talk time, automatic number identification, agent state, and queue status. The toolbar contains buttons to control telephony functions. Information, warning, or error messages from the system are displayed in the system messages area. You can maintain business transactions such as sales and service orders, start call lists and interactive scripts, or run detailed searches for business partners, products, or transactions in the interaction history of customers, in the workspace. The navigation area allows the agents to start transactions and navigate between different screens. Broadcast messaging allows managers to immediately broadcast information to agents by sending out an electronic message that appears instantly on each agent’s IC interface. Instant messaging allows transferring text messages and CRM context information across all communication enabled business roles. The queue status displays the channels and queues to which you are assigned.

Figure 7: Context Area

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The context area is the horizontal area of the L-Shape that contains the following: • •

Branding area, which includes the brand logo and message, as well as standard SAP CRM header area links such as Personalize and Help Center. Context area components, such as the scratch pad, alerts area, communication toolbar, account information, and toolbar buttons.

The context area resides in a fixed position at the top of the screen. It can be customized for different business roles.

Figure 8: Navigation Bar and Index

The navigation bar is a persistent area in the Interaction Center WebClient used for quick and easy access to the most commonly used transactions. Each transaction is a hyperlink that opens the function. The navigation bar is integrated with the index. Agents can call additional applications from the index, for example, Personalization options of the SAP CRM WebClient UI. The navigation bar contains the most commonly used applications / functions in the IC WebClient. The functions are predetermined based upon the standard navigation bar profile. Navigation bar profiles are defined in Customizing and assigned to a business role.

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Figure 9: Scratch Pad

The scratch pad is a temporary workspace in the Interaction Center WebClient that agents use as an electronic notepad to store miscellaneous information during an interaction. It allows the agent to enter comments at any point: • • •

Agents can enter text into the scratch pad at any point during an interaction, no matter, which screen he or she is working on Button to launch the scratch pad is persistent (always at the top of the screen) Import scratch pad text into relevant documents at any time (interaction record, sales order, service order) as well as into the knowledge search.

The content of the scratch pad will be cleared once the contact ended.

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Figure 10: Account Identification

Account Identification allows agents to search for, identify, display, change and create accounts, related partners, and related objects such as registered products. Main features of Account Identification are: • •

Automatic Account Identification based on communication data. Multiple Business Partner Confirmation allowing to confirm multiple business partners. Hint: This functionality is available as of SAP CRM 7.0.

• • • • •

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Late Account Identification allowing to confirm an account and execute partner determination after a business transaction has already been created. Mixed B2B / B2C Scenario. Allows agents to search for both consumers and contact persons on the same screen. Address Validation and Duplicate Check when creating new accounts. Index-Based Search provides faster search for business partners for most frequently used search fields Recent Interactions are displayed after a business partner is confirmed.


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The account Identification screen allows to: • • • • • •

search for accounts, contact persons and employees in both B2B, B2C and SSC scenarios, display and change details of the business partners confirm the identified business partner search for installed base components display various search result lists like accounts, contact persons, and installed base components confirm the identified installed base component.

Figure 11: Interaction Record

An interaction record is created when an account is confirmed, or when an e-mail is created. Interaction timestamps can be stored inside the interaction record, for example interaction waiting time, start time or end time. Interaction records can be linked to marketing campaigns. Agents can create any type of follow-up transaction from within the interaction record. The agent can categorize the interaction record using multilevel categorization. Technically interaction records are CRM business transactions (activities). They are configured using basic transaction settings and transaction related settings, which are introduced in course CR100.

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Figure 12: Interaction History

The interaction history contains a search area and an overview of business transactions that exist for a customer. Agents can search for business transactions using various search criteria. The results are displayed in the form of a list. Record of previous interactions: •

• • •

Complete history of interactions and business transactions related to the account of current interaction across all channels (phone, e-mail, chat, Web, field) and business areas (marketing, sales, service). Navigation links to display details of previous interactions. Last interactions screen area in the interaction record screen shows the most recent interactions. Interaction history screen allows the agent to search for any or all interactions with a customer. –

• •

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Search criteria include date, business transaction categories, data entry period, transaction number, description, and transactions for a specific customer. – You can combine these search criteria in any way you wish by simply making entries in the required fields. Display search results in a list. Branch into the interaction record for single business transactions.


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Figure 13: Agent Inbox

The Agent Inbox is a virtual queue shared by agents in the same organization unit or position, and used for processing e-mails, transactions, workflow items, and so on. You can use the agent inbox to call up incoming e-mail messages, work items, and various business objects for display or processing. The agent inbox and its configuration will be explained in more detail in one of the following units.

Figure 14: Business Processes in the IC WebClient

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Telemarketing executes marketing campaigns by coordinating call lists and scripts with agents and outbound dialers. Scripts and surveys guide agents through the communication with the business partners and support the qualification of leads. Telesales includes both inbound and outbound order processing supported by product proposals such as top-n products and cross-selling. Besides sales orders quotations, value and quantity contracts can be maintained. Customer Service enables help desks to manage cases and complaints for customer service and support situations. The SAP CRM Interaction Center offers a full set of service capabilities to resolve customer inquiries. • •

•

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The knowledge search helps agents to find and pass a solution to customers by phone, e-mail, or chat. Warranty determination is included into complaints and service orders. Complaint management allows you to trigger follow-up actions like return processing and in-house repair, subsequent deliveries free of charge, and credit memos. Agents can check entitlements, understand what products, and services the customer has, and schedule appointments based on time preferences of the customer and qualification and availability of service technicians.


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Exercise 1: Settings and Agent Functions Exercise Objectives After completing this exercise, you will be able to: • Launch the CRM WebClient UI using a predefined business role • Navigate within the Interaction Center WebClient and use some agent functions. • Apply some personalization options within the Interaction Center WebClient.

Business Example You have to make yourself familiar with the CRM WebClient UI. Note: From now on, please replace the wildcards ## with your individual group number.

Task 1: Log on to the SAP CRM system using SAP GUI and do some preparation steps, which will allow you to start the CRM WebClient UI and SAP GUI transaction easier. 1.

Add transaction WUI to your Favorites folder.

2.

Add transaction CRM_IC_IMG to your Favorites folder. It will allow you to access a number of Interaction Center specific Customizing activities.

Task 2: Call the Favorite Start the WebClient UI to launch the CRM WebClient UI. Due to multiple assignments in the organizational model, you can choose from several different business roles. Choose the business role CR410 Demo Agent. Hint: Use this business role as long as no other information is given. 1.

Personalize the Layout of your WebClient UI by either clicking the Personalize link on the top-right corner of the header or selecting Index → Personalization from the navigation bar and choose the skin Signature Design.

2.

Optional: You can also choose other personalization options, for example enable the preview of new messages above the message bar. Therefore choose Personalize Settings.

Continued on next page

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Task 3: Incoming Call in the Interaction Center WebClient 1.

There is an incoming phone call from Peter ##Finger. Identify and confirm the customer. Hint: Please note that a B2B scenario is used in this example, which means that Peter ##Finger is a contact person of an account ##Megastore. Note: This account is to be used in all exercise units, as long no other account is announced.

2.

Retrieve additional information for business partner ##Megastore from the Account Overview. Hint: The Index can be used to provide access to applications, which are not needed frequently and hence are not part of the navigation bar. Select Index from the navigation bar and then Account Overview.

3. 4.

Observe that the agent can also access the Account Fact Sheet. Sales: Peter ##Finger is interested in buying a notebook HT-1010. Therefore maintain a sales order. Check if the sales transaction was added to the current interaction with Peter ##Finger. At the end of the communication process select End to save the transaction data and to terminate the contact.

5.

Service: Knowledge Search: A few days later Peter ##Finger calls again. He is reporting that the notebook sometimes shuts down after displaying Error 190. Before you start processing any business transaction or process you want to store the information given by the customer. For this purpose, open the scratch pad. Type Notebook: Error 190 displayed. Try to find a solution for the customer’s problem using the knowledge search. Select Knowledge Search in the navigation bar. Choose “Solution Database” in the Knowledge Base dropdown Import the Scratch Pad and run the search.

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Solution 1: Settings and Agent Functions Task 1: Log on to the SAP CRM system using SAP GUI and do some preparation steps, which will allow you to start the CRM WebClient UI and SAP GUI transaction easier. 1.

Add transaction WUI to your Favorites folder. a)

Choose the menu path Favorites → Insert transaction. Transaction Code: WUI. Confirm the data.

2.

Add transaction CRM_IC_IMG to your Favorites folder. It will allow you to access a number of Interaction Center specific Customizing activities. a)

Choose the menu path Favorites → Insert transaction. Transaction Code: CRM_IC_IMG. Confirm the data.


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Task 2: Call the Favorite Start the WebClient UI to launch the CRM WebClient UI. Due to multiple assignments in the organizational model, you can choose from several different business roles. Choose the business role CR410 Demo Agent. Hint: Use this business role as long as no other information is given. 1.

2.

Personalize the Layout of your WebClient UI by either clicking the Personalize link on the top-right corner of the header or selecting Index → Personalization from the navigation bar and choose the skin Signature Design. a)

Double-click the Favorite CRM WebClient UI that you have just created.

b)

Log on with the CRM SAP GUI user/password/language (ask your instructor).

c)

Choose business roles CR410 Demo Agent.

d)

Click the Personalize link in the header.

e)

Choose Personalize Layout.

f)

Skin: Signature Design.

g)

Select Save.

Optional: You can also choose other personalization options, for example enable the preview of new messages above the message bar. Therefore choose Personalize Settings. a)

Choose Personalize Settings. Set the corresponding flag and save the settings.


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Task 3: Incoming Call in the Interaction Center WebClient 1.

There is an incoming phone call from Peter ##Finger. Identify and confirm the customer. Hint: Please note that a B2B scenario is used in this example, which means that Peter ##Finger is a contact person of an account ##Megastore. Note: This account is to be used in all exercise units, as long no other account is announced.

2.

a)

Select Account Identification from the navigation bar.

b)

Enter ##Finger into the Last Name field and click Search Account.

c)

Click Confirm.

Retrieve additional information for business partner ##Megastore from the Account Overview. Hint: The Index can be used to provide access to applications, which are not needed frequently and hence are not part of the navigation bar. Select Index from the navigation bar and then Account Overview. a)

3.

Index → Account Overview

Observe that the agent can also access the Account Fact Sheet. a)

Choose Account Fact Sheet. Depending on the existing documents or interactions with this account, more or less information is displayed.

4.

Sales: Peter ##Finger is interested in buying a notebook HT-1010. Therefore maintain a sales order. Check if the sales transaction was added to the current interaction with Peter ##Finger.


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At the end of the communication process select End to save the transaction data and to terminate the contact. a)

Select Sales Order from the navigation bar. Items table: Product ID:

HT-1010

Quantity:

1

Requested Date:

today + 1 week

Choose End to end the call.

5.

b)

Select Interaction Record from the navigation bar.

c)

Check if the newly created Sales Order (Process Type: Telesales) is displayed on the Activity Clipboard.

Service: Knowledge Search: A few days later Peter ##Finger calls again. He is reporting that the notebook sometimes shuts down after displaying Error 190. Before you start processing any business transaction or process you want to store the information given by the customer. For this purpose, open the scratch pad. Type Notebook: Error 190 displayed. Try to find a solution for the customer’s problem using the knowledge search. Select Knowledge Search in the navigation bar. Choose “Solution Database” in the Knowledge Base dropdown Import the Scratch Pad and run the search. a) Note: In case you have terminated the contact, you have to identify and confirm Account ##Megastore again. Type Notebook: Error 190 displayed and press the Close button.

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b)

Select the Import Scratch Pad button and run the search on the Solution Database.

c)

In the Search Results view click the link with appropriate description.

d)

Select button Add to Cart.

e)

Optionally choose E-Mail and send the solution to CRM-##[email protected] to find it afterwards in the Business Workplace of user CRM-## in SAP GUI.


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Lesson Summary You should now be able to: • List the components that make up the front office screen • List main functions available to an agent through the front office.

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Unit Summary

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Unit Summary You should now be able to: • List the components that make up the front office screen • List main functions available to an agent through the front office.

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Unit 3 Interaction Center – Marketing & Sales Unit Overview This unit gives an overview of Marketing and Sales functionality in the Interaction Center.


Describe the Marketing functionality available in the IC WebClient. Describe the sales functionality available in the IC WebClient.

Unit Contents Lesson: IC WebClient Marketing .............................................. 28 Exercise 2: IC Marketing Functions ....................................... 33 Lesson: IC WebClient Sales.................................................... 37 Exercise 3: IC Sales Functions ............................................ 41

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Unit 3: Interaction Center – Marketing & Sales

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Lesson: IC WebClient Marketing Lesson Overview IC WebClient includes marketing functions like cross-selling, calling lists, and lead processing. This lesson covers the key marketing functions available in IC WebClient.

Lesson Objectives After completing this lesson, you will be able to: •

Describe the Marketing functionality available in the IC WebClient.

Business Example You want to enable telemarketing scenarios in IC WebClient. You want to improve the effectiveness by deploying features like cross-selling and calling lists. Therefore, you are interested in learning more about marketing functions in IC WebClient.

Call Lists

Figure 15: Call List Processing in the Interaction Center

The IC Marketing business scenario enables you to generate leads and gather customer information and feedback through outbound telemarketing in the Interaction Center. Agents are provided with simplified access to all information and business processes they require to interact with their customers.

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Lesson: IC WebClient Marketing

While agents are guided through their customer interaction with the help of predefined scripts, leads can be automatically created based on customer feedback. This greatly simplifies the interaction process for agents, who can also manually create or qualify leads. Agents are free to focus on personalized interactions, hence improving the effectiveness of campaigns through better closure rates. CRM marketing encompasses functionality for planning, targeting, executing, and analyzing marketing plans and campaigns. Business partner segmentation determines target groups on the basis of business partner attributes and other information. The target groups are assigned to campaigns of a marketing plan. The campaign is assigned to a contact channel where it is defined what type of transaction is created per business partner (for example, activity, offer, visit, service query). If it is a telephone campaign, then an interactive script can also be assigned. The target group is handed over to a contact channel to carry out the campaign. In this way a call list is created from the target group of a telephone campaign. The call list must be assigned to an agent before it can be processed in the Interaction Center. Call lists can be transferred to external dialers to automate the dialing process.

Figure 16: Call List Creation via Campaigns

The SAP CRM Marketing application can be used to generate outbound call lists. Besides general data, marketing campaigns also contain information about target groups and communication media. The latter control if a marketing campaign when executed - result in sending e-mails or the creation of a call list. Optionally it is possible to assign an Interactive Scripting ID to the campaign. Communication media are defined in Customizing:

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SAP Customizing Implementation Guide → Customer Relationship Management → Marketing → Marketing Planning and Campaign Management → Campaign Execution → Define Communication Medium

Figure 17: Interactive Scripting

Agents use scripts to guide them through each step of a customer contact and enter the customer’s responses in the script. The customer’s response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the IC. Interactive scripting makes agents’ interactions with customers more consistent, which in turn improves the quality of a company’s customer interactions. Scripts can be started automatically, for example using rules defined within rule policies (context: Intent Driven Interaction). Scripts can be started manually from the corresponding work center, which is part of the standard navigation bar profile. Interactive scripting structures are defined using the Interactive Scripting Editor. The application is part of the standard role IC Manager (IC_MANAGER) and will be explained in unit “IC Manager Functions”

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Lead Processing

Figure 18: Lead Processing in the IC WebClient

Leads are business transactions that describe, store, update, and manage the potential interest of (and interaction with) a business partner in a certain timeframe. Leads represent a potential chance to do business. Leads are used to qualify a business partner’s interest in a particular product or in making a purchase, with the aim of both establishing and then subsequently influencing this interest. The qualification process can be performed on the basis of direct contact with the business partner, or on the basis of an automated collection of indexes. After a lead has reached a certain status, it can be passed on to Sales as decision support for creating an opportunity. The lead qualification is supported by the integration of questionnaires / surveys. Surveys can be defined using the CRM WebClient UI, for example when working with business role Marketing Professional (MARKETINGPRO).

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Exercise 2: IC Marketing Functions Exercise Objectives After completing this exercise, you will be able to: • Start an Interactive Script • Qualify a Lead using a Survey

Business Example You would like to make yourself familiar with Interaction Center Marketing functions. Note: Please replace the wildcards ## with your individual group number.

Task 1: Lead Qualification with Script functionality As an Interaction Center Agent you have to qualify Leads for a potential software upgrade. A preconfigured script guides you through your telephone call with an account. 1.

Identify and confirm the account 3277 (Contact Person Lisa Pearce).

2.

Start the script Software Upgrade from the Script work center and finish all steps until you reach the Lead Qualification via survey.

3.

Fill out the survey, save the survey and clear the screen.

4.

Go to the Interaction Record (Activity Clipboard) and check if a Lead has been qualified. What is the technical name of the questionnaire used for the lead qualification? Can you derive the value of the Questionnaire Level?

5.

End the phone call with Lisa Pearce.

Task 2: Call List Processing in the Interaction Center WebClient 1.

Process a call list and simulate an outbound call. Choose the navigation bar entry Call Lists and select call list CR410 Call List. Find the call for company ##Megastore and select it. What do you observe?

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Solution 2: IC Marketing Functions Task 1: Lead Qualification with Script functionality As an Interaction Center Agent you have to qualify Leads for a potential software upgrade. A preconfigured script guides you through your telephone call with an account. 1.

Identify and confirm the account 3277 (Contact Person Lisa Pearce). a)

Select Account Identification from the navigation bar. Enter 3277 in the Account ID field and click Search Account. Select the contact person Lisa Pearce from the search result and press Confirm.

2.

Start the script Software Upgrade from the Script work center and finish all steps until you reach the Lead Qualification via survey. a)

Select Script from the navigation bar. Select Software Upgrade from the Launch dropdown. Select en. from the Lang. dropdown. Choose button Go to start the script. On the first screen, choose button Yes. On the second screen, choose button No Changes. On the third screen, choose button More Infos.

3.

Fill out the survey, save the survey and clear the screen. a)

Fill out the survey that you are interested in the upgrade that you are interested in a maintenance agreement and that your preferred method of contact is e-mail. Select the Save button. Select the Stop/Clear Screen button

4.

to clear the screen.

Go to the Interaction Record (Activity Clipboard) and check if a Lead has been qualified.


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What is the technical name of the questionnaire used for the lead qualification? Can you derive the value of the Questionnaire Level? a)

Select Interaction Record from the navigation bar. In the Activity Clipboard click the appropriate hyperlink for the newly created Lead (Process Type: Lead). The technical name of the questionnaire is WEB_CLIENT_LEAD. To derive the Questionnaire Level, for example Hot, it is necessary to go into the details of the corresponding survey. Answer options contain a Rating factor. Depending on the overall percentage, the qualification level is proposed using the following settings: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Leads → Questionnaires for Leads → Assign Qualification Levels to Questionnaires

5.

End the phone call with Lisa Pearce. a)

Click the End button

Task 2: Call List Processing in the Interaction Center WebClient 1.

Process a call list and simulate an outbound call. Choose the navigation bar entry Call Lists and select call list CR410 Call List. Find the call for company ##Megastore and select it. What do you observe? a)

Choose Call Lists.

b)

Select CR410 Call List.

c)

Choose Display Calls.

d)

From the list of companies on the right-hand side choose ##Megastore.

e)

The customer has automatically been confirmed. Hint: The automatic confirmation is triggered via settings in a call list profile.

f)

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Go through the script again and end the contact.


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Lesson Summary You should now be able to: • Describe the Marketing functionality available in the IC WebClient.

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Lesson: IC WebClient Sales

Lesson: IC WebClient Sales Lesson Overview Interaction Center WebClient offers comprehensive sales features that include integration with SAP ERP, up/down/cross selling, and product proposals. This lesson covers the sales functionality available in IC WebClient.


Describe the sales functionality available in the IC WebClient.

Business Example Your organization wants to enable telesales agents to create sales orders from IC WebClient, which then will be fulfilled in ERP backend. You want to learn more about the functionality available in SAP CRM IC WebClient for this sales scenario and others.

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Sales Transactions

Figure 19: SAP CRM Sales Order and SAP ERP Sales Order

Sales order management and the integration into the SAP ERP system is supported by two different scenarios: the SAP ERP Sales Order and the SAP CRM Sales Order. •

•

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The SAP CRM sales order scenario of the IC WebClient is based on SAP CRM order management. The data entered into the IC WebClient are used to create a CRM sales order, which can afterwards be transferred to the SAP ERP system through the SAP CRM middleware. The SAP ERP sales order scenario of the IC WebClient is directly based upon the order management in the SAP ERP system. The SAP CRM sales order management is not affected. This allows combining SAP ERP order business logic with CRM marketing and product proposal functionality within the IC WebClient UI.


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Figure 20: Telesales: SAP CRM Sales Order

Figure 21: Telesales: SAP ERP Sales Order

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SAP ERP sales orders are created directly and exclusively in the ERP system (SAP ECC), and are not saved in SAP CRM. This kind of order entry is optimized for sales to business customers (B2B business), and is intended for customers who want to process order management entirely in SAP ECC. Hint: For more information about ERP documents in CRM, see the details of OSS note 1446253 (FAQ note:ERP documents in CRM Web UI (Lead-to-Cash scenario)). This kind of order entry is recommended when IC agents have only entered sales orders in SAP ECC until now, but now want to use the user interface and call center functions offered by the Interaction Center. It allows IC agents to process quotations and orders as usual in SAP ECC, and also integrate the marketing functions offered by SAP CRM and the special functions of the Interaction Center (for example agent inbox or call lists). You can, for example, display product proposals based on a customer’s most recent orders, and copy them to the order. The complete order history overview can be displayed in the SAP ERP sales order. The incompletion log is integrated into the IC WebClient. The SAP ERP sales orders are included in the agent inbox and thus can be accessed there. All SAP ERP order-related documents like shipping, goods movement, and billing documents are available as part of the document flow and can be accessed via hyperlinks. It is possible to use CRM Product Proposal functionality in ERP Sales Orders. Therefore maintain corresponding settings via SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for ERP Transactions Maintained via CRM → Product Proposals → Assign Method Schema to ERP Transaction Type Note: CRM WebClient business transactions are integrated into the IC by default as of SAP CRM 7.0. The CRM WebClient business transactions are displayed in the IC with a tiled layout so that they are in line with the overall IC user experience. Due to these changes, the following features are available: • • • • •

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Product configuration Bill of material (BoM) explosion Extended product proposals Copy control and follow-up documents Web Channel product catalog integration


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Exercise 3: IC Sales Functions Exercise Objectives After completing this exercise, you will be able to: • Create a CRM Sales Order • Crate an ERP Sales Order.

Business Example You have to make yourself familiar with Interaction Center Sales Process. Note: Please replace the wildcards ## with your individual group number.

Task 1: Incoming Sales Call in the Interaction Center WebClient Sales Order: Peter ##Finger of account ##Megastore is interested in buying a notebook HT-1011. 1.

Identify the customer, select Sales Order from navigation bar and create a sales order with the given data. Add an External Reference to it.

2.

In the Items tab choose the More button and display product proposals. Choose All to obtain a list of all product proposals. Transfer the Blaster Extreme product into the sales order item list.

Task 2: ERP Sales Order: Peter ##Finger of account ##Megastore is interested in buying one notebook HT-1010. Create a sales order for product HT-1010 directly in the connected ERP backend system. Use sales area USA Denver / Internet Sales / Cross-division. 1.

Identify Peter ##Finger as contact person of ##Megastore. Select Sales Order ERP from the navigation bar and enter the data given above.

2.

Save the ERP Sales Order and end the communication process.

Task 3: Open the Account Fact Sheet and display account related information, for example the sales orders you created for this customer. 1.

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Identify Peter ##Finger as contact person of ##Megastore and open the Account Fact Sheet to display historical information.


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Solution 3: IC Sales Functions Task 1: Incoming Sales Call in the Interaction Center WebClient Sales Order: Peter ##Finger of account ##Megastore is interested in buying a notebook HT-1011. 1.

Identify the customer, select Sales Order from navigation bar and create a sales order with the given data. Add an External Reference to it. a)

Start by identifying the calling customer. Enter on the Account Identification screen: Account:

##Megastore

Select Search Account. Mark Contact Person Peter ##Finger and choose Confirm. Choose Sales Orders. Items table:

2.

Product ID:

HT-1011

Quantity:

1

Requested Date:

today + 1 week

External Reference:

##Sales Order

In the Items tab choose the More button and display product proposals. Choose All to obtain a list of all product proposals. Transfer the Blaster Extreme product into the sales order item list. a)

Choose More → Show Product Proposals

b)

In the Product Proposal section choose All.

c)

Mark the accessory HT-1091 and choose Transfer.

d)

End the contact.


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Task 2: ERP Sales Order: Peter ##Finger of account ##Megastore is interested in buying one notebook HT-1010. Create a sales order for product HT-1010 directly in the connected ERP backend system. Use sales area USA Denver / Internet Sales / Cross-division. 1.

Identify Peter ##Finger as contact person of ##Megastore. Select Sales Order ERP from the navigation bar and enter the data given above. a)

Select USA Denver / Internet Sales / Cross-division from the sales area dropdown. Enter item HT-1010 in Product ID column. Enter 1 in the Qty column.

2.

Save the ERP Sales Order and end the communication process. a)

Choose Save. Choose End.

Task 3: Open the Account Fact Sheet and display account related information, for example the sales orders you created for this customer. 1.

Identify Peter ##Finger as contact person of ##Megastore and open the Account Fact Sheet to display historical information. a)

Identify Peter ##Finger of customer ##Megastore and confirm the account.

b)

Choose Account Fact Sheet.

c)

Observe the Telesales History. Optionally use the hyperlinks to navigate to sales order details.

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Lesson Summary You should now be able to: • Describe the sales functionality available in the IC WebClient.

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Unit Summary

Unit Summary You should now be able to: • Describe the Marketing functionality available in the IC WebClient. • Describe the sales functionality available in the IC WebClient.

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Unit Summary

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Unit 4 Interaction Center – Service Unit Overview This unit gives an overview of different service scenarios, which can be utilized using the SAP CRM Interaction Center. Not only customer related interactions, for example when offering a technical service hotline, but also employee related interactions, for example when offering a hotline for IT issues, are possible ways to implement the SAP CRM Interaction Center.

Unit Objectives After completing this unit, you will be able to: • • • •

Describe the different transactions and related functions available in Interaction Center Service scenarios. Describe the idea of shared service scenarios Describe the main features and functions of IT Service Management Explain multiple backend scenarios in Interaction Center.

Unit Contents Lesson: Interaction Center Service............................................ 48 Exercise 4: Service Request Processing................................. 59 Lesson: IT Service Management .............................................. 64 Lesson: Multiple Backend Scenarios.......................................... 86

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Unit 4: Interaction Center – Service

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Lesson: Interaction Center Service Lesson Overview This lesson introduces different service documents available in the SAP CRM Interaction Center. The service ticket, service order, and service request are central service transactions in IC WebClient Service and are explained in this lesson along with other service building blocks.


Describe the different transactions and related functions available in Interaction Center Service scenarios.

Business Example You are considering using SAP CRM Interaction Center for enabling your service organization. You are interested in learning about the service functionality and service transactions available in SAP CRM Interaction Center.

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Lesson: Interaction Center Service

Service Transactions Overview

Figure 22: Service Transactions in the IC WebClient: Overview

The Interaction Center WebClient is offering different transactions for the service business: •

•

•

•

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Service Order Management is designed for technical support and field support. It enables immediate appointment offering for on sight service. Services and service parts can quickly be entered as line items. Complaint Management is used to handle trigger the return of damaged products as well as compensations like replacement deliveries free of charge or credit memos. It enables the agent to quickly and efficiently create complaints related to a reference document or object and fulfill the follow-on task, such as creation of credit memos or returns. Service Request Management is based on a service transaction introduced with SAP CRM 7.0, the service request, created as the next generation of the service ticket. The service request allows enhanced multilevel categorization, flexible item determination, time recording, and flexible SLA determination. It allows agents to report any service request and perform end-to-end service support within defined Service Levels. Service Ticket Management is designed for interaction centers offering trouble ticketing and help desk scenarios. The focus here is on SLA compliant categorization, forwarding, and solution of incoming issues. Since service parts and field service are assignments are not in the scope, there are no line items visible in Service Tickets.


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Service Transactions Details

Figure 23: Service Ticket and Service Order

As described before service orders and service requests/tickets have slightly different purposes in the interaction center service: •

•

Service Orders are designed for technical support and filed support. It enables immediate appointment offering for on-site service. Services and spare parts can quickly be entered as line items. It allows agents to perform deep technical analysis of a reported technical problem including multilevel categorization, and assign the correct services and spare parts Service Requests / Tickets are designed for interaction centers offering trouble ticketing and help desk scenarios. The focus here is on SLA compliant categorization, forwarding, and solution of incoming issues. Since service parts and field service are not in scope here there are no visible line items.

The service request is based on a different transaction category which was introduced with SAP CRM 7.0, the category CRM Service Request (BUS2000223). In the WebClient UI a line item is not visualized although the service request technically contains a product item. The service ticket is just an IC WebClient specific layout variant of the service order. To determine service contracts and SLAs (Service Level Agreements) the service ticket even makes use of line item technology. For this purpose an

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invisible line item is created in the background. This is triggered by the automated assignment of a dummy product by a BAdI. Technically the service ticket is based on the transaction category Service Process (BUS000116). Hint: In many cases it is a recommendation to use the service request instead of the service ticket, especially when a customer initially implements an IC Service scenario. The means to determine the product within a service request is different than for service tickets. Product determination in service requests typically is based on multilevel categorization.

Figure 24: Service Request

The Service Request is a CRM Business Object created as the next generation of the IC Service Ticket. This object can be used to submit, dispatch, approve, monitor, and fulfill requests for service that originate either with customers or internally. Service requests can be logged directly by users themselves or by service personnel and can, when necessary, be dispatched to appropriate personnel for approval and service delivery. They can also be monitored and analyzed to evaluate the performance of your service organization.

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Figure 25: SLA Determination in Service Requests and other Service Documents

Service Level Agreement (SLA) determination is based on service and response profiles. The SLA determination and date calculation is carried out on item level. Therefore the service request / ticket requires a line item for contract and SLA determination. The determination of the product in a service request is based on multilevel categorization. Service products containing service and response profiles can be assigned to categories. The determination of the service product in service tickets is determined via BAdI CRM_SERVICEPROD_BADI. A flexible way to determine service and response profiles is based on SLA determination procedures which can be defined in Customizing: SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Settings for Service Requests → Define SLA Determination Procedures You can also use the Business Add-In for SLA Determination (CRM_SLADET_BADI) to define your own logic for determining SLAs.

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Figure 26: Multi Level Categorization

The multilevel categorization can be used for the following applications: • •

Categorization of Service Transactions and Activities E-Mail Response Management System.

On each category level you are able to assign the following (excerpt): • • • • •

Content queries → to analyze e-mail content Service products → to be used in item determination in service requests Standard answers → to assign standard e-mails forms Problems and Solutions → trigger (interactive) auto-suggestions Service Templates → to enable quick ticket functionality

In some cases categories have to be synchronized with codes (code groups, subject profiles). Some of the features offered by multilevel categorization: • • • •

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The agent can categorize the service ticket or service request based on multilevel categorization Categorization based on inbound e-mail content analysis (ERMS) Auto-suggest Solutions to known problems can be automatically proposed based on the multilevel categorization The agent can solve recurring requests by leveraging the auto-complete functionality that fills the service ticket or service request based on an underlying category-dependent service template


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Figure 27: Automatic Completion

In the category modeler service order templates can be assigned to categories. A service order / request template is a document prefilled with information. When the category is selected in a service transaction in the IC WebClient the template will be used to default data into the transaction.

Figure 28: Rule Based Routing

The routing of e-mails, service tickets, requests, orders, and complaints to the agent inbox is done by the Rule Modeler.

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Routing is based on various attributes of the object that needs to be routed. The agents that receive the routed object in their agent inbox can select the object to process it or forward it to the inbox of other agents.

Figure 29: Knowledge Search

The knowledge search uses the problem description given by the customer by phone, fax, e-mail, or chat. The text can be used to search for appropriate solutions that can be returned to the customer. The example describes how the knowledge search can be used for a customer inquiry that arrives in the Interaction Center by e-mail. The text or parts of the text can be transferred automatically from the content of the e-mail to the knowledge search as a default query. The agent can still change the query. The agent can enhance or restrict the range of the text search by adding attributes to the search query (such as problem type or problem subtype). As a result, the agent receives a search result list in which the problems and solutions found are listed according to the extent to which they match the texts and attributes. The agent selects one or more solution proposals, copies them, and inserts them in the e-mail reply to the customer. Feedback from the customer and/or agent is used to continually optimize the search for a solution. If the agent refines the search, the system learns how to refine future searches from the way the agent has refined this search.

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Solution database • •

Matches problems and solutions with multiple language support Documents (e.g., manuals, diagrams, URLs) can be attached to solutions.

Knowledge search • • • • • •

Index-based search allowing free text and attribute search, exact phrase search, and exclude phrase search Refinement of search results through keyword clustering Self learning engine and agent feedback on solutions Automatic suggestion of solutions Integration of 3rd-party search engines Search across multiple (even 3rd-party) knowledge bases.

E-Mail and Chat integration •

Solutions can be sent to customers via e-mail or text chat, including solution attachments (e-mail only).

Figure 30: Knowledge Article

The Knowledge Article provides a more flexible and efficient way of creating, storing, and retrieving corporate knowledge within your organization. The knowledge article is based on the “One Order” framework. Knowledge Article is a piece of information that can be used to resolve an issue. You can record details in a knowledge article, such as language, description, and keywords, in addition to the categories assigned to the knowledge article. You can

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also record short notes about, for example, solutions or workarounds to problems. You can specify administration details, such as the dates that the knowledge article is valid, the priority of the knowledge article, or its status. In the relevant assignment blocks, you can also attach various items to the knowledge article, as well as assign knowledge articles to other related items and transactions such as service requests, service orders, complaints, and the IT service transactions (incident, problem and request for change). It is possible to search for knowledge articles based on multilevel categorization of business transaction (for example service request). Knowledge articles linked to business transaction, for example to service request, and can be automatically proposed. It is possible to classify knowledge articles into public, internal, and confidential based on Authorization Objects.

Figure 31: Complaint Management

Based upon defined business rules, the complaint can be escalated to the appropriate department and employee. The agent can also categorize the compliant with multilevel categorization. From the complaint screen, the agent can directly create the configured credit and debit memos as well as returns, replacements, and QM messages.

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Exercise 4: Service Request Processing Exercise Objectives After completing this exercise, you will be able to: • Create and categorize a Service Request. • Use the Knowledge Search • Escalate Service Tickets

Business Example You have to make yourself familiar with the IC WebClient Service Processes. Note: Please replace the wildcards ## with your individual group number

Task 1: Service Request in the IC WebClient In the following, we will take a close look at the service request in the IC WebClient. 1.

Identify and confirm account ##Megastore (Contact Person Peter ##Finger).

2.

Select Service Request from the navigation bar.

3.

Enter a description for the service request: Printer Issue Group ##.

4.

Categorize the service request accordingly. Choose an appropriate first level category.

5.

Set the Impact to High and the Urgency to Medium.


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6.

Take a look at SLA Info of the Service Request. Was a contract determined?

7.

Which Service Level Agreements (SLAs) have been determined?

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Task 2: Knowledge Search and E-Mail Support: You can search for an appropriate solution regarding the printer issue via Alert notification and Knowledge Search. Furthermore you can send the solution easily back to the customer.

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1.

Click the displayed alert to navigate to the Knowledge Article Search view.

2.

In the Knowledge Article Search view enter a search term (for example, Ink or Toner) and search for other appropriate solutions.

3.

Select the first and second solution, add it to the Cart and send it back to the customer via e-mail.

4.

Go back to the Service Request and save the document.

5.

Optional: Check if you can see the newly created Service Request and E-Mail within the Activity Clipboard of the Interaction Record.


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Solution 4: Service Request Processing Task 1: Service Request in the IC WebClient In the following, we will take a close look at the service request in the IC WebClient. 1.

Identify and confirm account ##Megastore (Contact Person Peter ##Finger). a)

Enter ##Megastore into the Account field and click Search Account. Choose contact person Peter ##Finger and click Confirm.

2.

Select Service Request from the navigation bar. a)

3.

Enter a description for the service request: Printer Issue Group ##. a)

4.

Category 1: Printer.

Set the Impact to High and the Urgency to Medium. a)

6.

Enter the description as specified.

Categorize the service request accordingly. Choose an appropriate first level category. a)

5.

Choose Service Request link in the navigation bar.

In the Processing Data section enter the data given in the exercise.

Take a look at SLA Info of the Service Request. Was a contract determined? Answer: No, a contract was not determined.

7.

Which Service Level Agreements (SLAs) have been determined? Answer: Service Profile: Mo-Fr 7 - 17 h Response Profile: Economy class

Task 2: Knowledge Search and E-Mail Support: You can search for an appropriate solution regarding the printer issue via Alert notification and Knowledge Search. Furthermore you can send the solution easily back to the customer. 1.

Click the displayed alert to navigate to the Knowledge Article Search view. a)

You can find the Alert on the top of the screen.


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In the Knowledge Article Search view enter a search term (for example, Ink or Toner) and search for other appropriate solutions. a)

Search Text: Ink or Toner Click Search button.

3.

Select the first and second solution, add it to the Cart and send it back to the customer via e-mail. a)

In the Search Results area select the first two entries. Click button Add to Cart. Select both entries in the Cart table and click E-Mail. On the view E-Mail enter Solution for Group ## into the Subject field. Select the Send button

4.

Go back to the Service Request and save the document. a)

5.

to send the e-mail to the customer.

Click Back and Save.

Optional: Check if you can see the newly created Service Request and E-Mail within the Activity Clipboard of the Interaction Record. a)

Go to Interaction Record in the navigation bar. Check the Activity Clipboard and navigate to the created documents for your Service Request, Solution Documents and E-Mail.

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Lesson Summary You should now be able to: • Describe the different transactions and related functions available in Interaction Center Service scenarios.

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Lesson: IT Service Management Lesson Overview This lesson gives an overview of IT Service Management, a shared service scenario, which utilizes Interaction Center functionality.


Describe the idea of shared service scenarios Describe the main features and functions of IT Service Management

Business Example You are evaluating the possibility of using the SAP CRM Interaction Center to handle IT support interactions. You want to learn more about the functionality offered with IT Service Management. You would also like to learn how to configure some of the functions available.

Shared Services Overview

Figure 32: Shared Service Center Areas

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Lesson: IT Service Management

There is an observed trend among companies to transition their Interaction Centers into Shared Service Centers. The objective behind this strategy is to reduce costs by sharing resources across the organizations using Interaction Center. SAP CRM recognizes this trend and offers Shared Service Center scenarios that can be extended to any business need. Caution: Please note that both “Employee Interaction Center” and “Accounting Interaction Center” are now part of the SAP Shared Service Framework solution.

Employee Interaction Center

Figure 33: Shared Services in HCM: Employee Interaction Center

The Employee Interaction Center (EIC) is an HCM/HR Service Center and help desk application. It delivers a cost-effective, service-oriented solution to HR departments and supports HCM customers in executing their Service Delivery and Shared Service Strategy.

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The SAP CRM Employee Interaction Center focuses on the requirements and expectations of Human Resource departments and their internal or external customers: • • • • •

Improve service quality through single point of contact supporting multiple communication channels (telephone, E-Mail, letter, fax, or chat) Tracking, forwarding, categorization, and resolution of employee requests (service ticket technology) Agent productivity tools like solution database, interactive scripting, alerts, contact history Gain higher efficiency and cost transparency through standardization of HR processes and services (service level agreements) Decrease costs of HR service delivery. Note: We deliver the standard business role IC_EIC_AGENT .

Accounting Interaction Center

Figure 34: Shared Services in FIN: Accounting Interaction Center

The Accounting Interaction Center (AIC) supports a Financial Shared Service Center and helpdesk application. It provides easy access to financial information so that agents can support customers, vendors, or employees in accounting-related transactions. The agents can, for example, access open vendor invoices or the accounting segments of customer master data, or create an asset master record.

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It is also possible to connect multiple backend systems or clients to one SAP CRM system and one Interaction Center. Agents can therefore use one IC instance while still connecting to multiple backend systems that may be required to interact with various accounts set up across system landscapes. Some of the accounting-related features available in AIC include: • • • • •

Identification of business partner based on company code and reference documents (for example SAP ERP invoice) Storage of company code and reference document (customer/vendor invoice) in service request. Search for service requests using company code and backend client information. Customer, vendor and employee master data replication supports company code. Ability to launch transactions from other backend systems.

AIC enables identification of business partner based on company code and reference documents (for example SAP ERP invoice). Note: We deliver the standard business role IC_AIC_AGENT .

IT Service Management

Figure 35: Shared Service Scenario: IT Service Management

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The IT service desk is the central point of contact for IT-related service requests and incidents. It ensures that defined services are delivered quickly in a customer-oriented manner. The IT service desk integrates into back-office processes such as change management and service level management IT service desk can be used in various scenarios: • • •

Internal scenarios: IT department delivering IT support to other departments Shared Service Center (SSC) scenarios: SSCs offering IT- as well as further internal services globally for one corporate group External scenarios: IT service providers offering services to their customers

Figure 36: Incident Management: Example

A typical use-case for incident management is an employee calling the IT helpdesk with a printer issue. The agent confirms the identity of the employee and proceeds to create an incident. A check of the network connectivity of the printer is performed. Finding nothing wrong with the connectivity, the agent searches for related problems and identifies reference objects, such as the installed base and the individual printer object. To resolve the incident, the agent can search for knowledge articles (or have them auto-suggested based on categorization), assign them to the incident, and E-Mail them directly to the customer. In this case, a solution cannot be found So the agent dispatches the incident to the printer support team. An employee of the printer support team finds the incident in the worklist and checks the printer on-site. The issue is fixed and IT support closes out the incident based on the status of the service request. An e-mail is sent to the customer with information on the successful resolution of the incident.

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Figure 37: IT Service Desk Agent Business Role

The IT Service Desk Agent role is meant to be used by IT service desk personnel. It grants easy access to all customer-related information necessary to process an incoming call or E-Mail, as well as to incidents, problems, requests for change, solutions, e-mailing, and so on. The business role offers access to the following (in addition to generic SAP CRM Interaction Center features): • • •

Predefined process types for incident, problem, and request for change management, along the IT Infrastructure Library ™(ITIL) best practices Integrated knowledge article search and provisioning A pre-defined interface to SAP Solution Manager for exchange of incidents

During account identification, the IT service desk can identify the customer as well as the affected object or installed base.

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Figure 38: Incident Management: Details

An incident is an event that does not belong to the standard operation of a service and which interrupts or reduces the quality of service. In the Incident (Service Request) Details, the agent can document the following: • • • • • •

who has reported the issue and who in the IT department is responsible for it the processing status and requested start and end date the impact, urgency, priority, and categories textual descriptions of diverse text types which objects/configuration items are affected whether the incident is assigned to a problem, request for change, or knowledge article

Incidents are based on CRM Service Request functionality. We deliver the standard transaction type ITIN.

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Figure 39: Incident Management: Functions

It is possible to create an incident “from scratch” or from a template or by copying an existing incident. It is also possible to create follow-up transactions from the incident, for example, a problem or a service confirmation In the Incident you have access to • • • • • • • •

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Create Follow-Up Dispatch Auto Complete Find Related Problems Find Knowledge Articles Unlock Print/Print Preview Display Object Relationships


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Figure 40: Incident Management: Information

In the Incident, you have access to information such as • • • • • • • • • • •

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Service Level Agreements Organizational Data Business Context Attachments Knowledge Articles Reference Objects Related Transactions Scheduled Actions Notes Parties Involved Processing Log


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Figure 41: Problem Management: Details

A problem is usually used to investigate the underlying cause of an incident. You can link and lock incidents to a problem. Once the problem is completed, all of the locked incidents can be updated, for example, with textual information and attachments, and completed automatically. In the Problem Details you can document: • • • • • •

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who has reported the issue and who in the IT department is responsible for it the processing status and requested start and end date the impact, urgency, priority, problem, and further categories textual descriptions of diverse text types which objects/configuration items are affected whether the problem is assigned to a knowledge article or request for change


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Figure 42: Problem Management: Functions

It is possible to create a problem “from scratch” or from a template or by copying an existing problem. It is also possible to create follow-up transactions from the problem, for example, a knowledge article or a service confirmation. In the problem you have access to • • • • • •

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Create Follow-Up Dispatch Auto Complete Find Knowledge Articles Print/Print Preview Display Object Relationships


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Figure 43: Problem Management: Information

In the Problem, you have access to information such as • • • • • • • • • • •

Service Level Agreements Organizational Data Attachments Knowledge Articles Reference Objects Related Incidents Scheduled Actions Notes Parties Involved Processing Log Related Transactions

Problems are base on CRM Master Requests functionality. We deliver the standard transaction type ITPR.

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Figure 44: Incidents & Problems: Locking

There are two ways to associate an incident with a problem. 1.

2.

An incident can be assigned and locked to a problem (or also a request for change) from the incident itself. In this case the incident will not be processed individually. The completion of the problem (request for change) will automatically close the incident. If several incidents are probably related to the same root cause, the IT service desk can assign these incidents to the problem from the problem itself. The IT service desk agent can search for the incidents via value help, or via “Find Related Incidents”. “Find Related Incidents” gives a list of incidents, which have the same (subject/reason) categorization as the problem. The IT service desk can select the relevant incident/s and assign them to the problem. Note: If an incident is locked to a problem (request for change) but the IT service desk agent would like to process it individually after all, the agent can select Unlock to open the incident again for processing.

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Figure 45: Request for Change Management: Details

A request for change (RfC) is a formal proposal for a change in the infrastructure, usually related to one or more configuration items, or to services, procedures, and items associated with the infrastructure. In the RfC Details you can document • • • • •

who requests the change and who in the IT department is responsible for it the processing status and requested start and end date the impact, urgency, change category, risk, and further categories textual descriptions of what needs to be changed which objects/configuration items are affected

Furthermore, here you select the appropriate approval procedure. Requests for change are based on service process functionality. We deliver standard transaction type ITCH.

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Figure 46: Request for Change Management: Functions

It is possible to create a request for change (RfC) “from scratch” or from a template. It is also possible to copy an existing RfC and create follow-up transactions from the RfC, for example, a service confirmation. In the request for change you have access to: • • • • • • •

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Create Follow-Up Dispatch Auto Complete Find Related Problems Find Knowledge Articles Print/Print Preview Display Object Relationships


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Figure 47: Request for Change Management: Information

In the Request for Change, you have access to information such as: • • • • • • • • • • • • •

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Service Level Agreements Organizational Data Approval Attachments Items Knowledge Articles Reference Objects Related Incidents Scheduled Actions Notes Parties Involved Processing Log Related Transactions


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Figure 48: Request for Change Management: Approval Process

To start the approval process, an approval procedure needs to be selected in the request for change (either manually or determined by a rule). For the approval procedure, approval step partners need to be entered (either manually or determined by a rule). Then the request for change can be set to the status Awaiting Approval. Optionally an SAP Workflow can be started automatically to inform the step partners that they need to approve the request for change. If all approvers have approved their assigned approval steps, the RfC‘s status is automatically updated to Approved. Now the implementation phase can start.

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Figure 49: Functions: Multilevel Categorization

The incident, problem, or request for change can be categorized on multiple levels with several categorization blocks. •

•

•

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To auto complete an incident / problem / request for change, the IT service desk agent needs to select a categorization and the system can then find a template, which was assigned to this categorization Problems with the same categorization as entered in the incident or request for change can be proposed by the system when choosing Find Related Problems Knowledge articles with the same categorization as entered in the incident / problem / request for change can be proposed by the system when choosing Find Knowledge Articles


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Figure 50: Functions: Knowledge Article Integration

To help solve an issue or process a request, the IT service desk agent can search for knowledge articles from the incident / problem / request for change: • •

•

•

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Knowledge Articles tab page: The IT service desk agent can search for relevant knowledge articles via F4 help Find knowledge articles (from the More button on header level): Proposes knowledge articles, which have the same categorization as the incident / problem / request for change Suggest knowledge articles (from the Knowledge Articles tab page): Proposes knowledge articles, which are assigned to the incident / problem / request for change category in the categorization schema Search Knowledge Articles: Is only available in SAP CRM Interaction Center. Here the IT service desk agent can enter search parameters, select the appropriate knowledge article/s from a result list, add them to a cart and send them via e-mail to the customer.


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Figure 51: Functions: SLA Determination, Date Calculation & Duration

Service and response profiles can be assigned to several SLA-relevant objects, such as contracts, products, objects, installed bases, and business partners. In the incident, problem, and request for change, the service and response profiles can be flexibly determined from these objects based on a determination procedure. Dates like ToDo By can be automatically calculated based on the service and response profile information. The system can also automatically calculate the duration of an incident, problem, or request for change. The two default duration types are: 1. 2.

Work duration: Calculates the time a transaction was in work, but not in status Customer Action Total duration: Calculates the total time it took to complete the transaction

Figure 52: Functions: Reference Objects

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The agent can identify installed bases and objects on the Account Identification. It is possible to assign the relevant infrastructure objects to the incident, problem, and request for change on header level and on a separate Reference Objects tab page. The agent can display the object relationships from the transaction, if an object with existing object relationships is entered on header level as reference object

Figure 53: Functions: Related Transactions

In the Related Transactions assignment block, the system automatically updates links to transactions that are related to the incident, problem, or request for change processing. For example, the Interaction Record, a service contract, or a service confirmation that was created as follow-up of the transaction. The agent can manually add any further transactions that are relevant for the transaction to refer to them. The processing log provides a consolidated audit trail of changes made to a transaction Various log types are available for selection. One type can be defaulted for viewing. Changes to fields can be logged selectively.

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Lesson Summary You should now be able to: • Describe the idea of shared service scenarios • Describe the main features and functions of IT Service Management

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Lesson: Multiple Backend Scenarios Lesson Overview Interaction Center enables connection with multiple backend systems in two different ways - client switching and shared services. This lesson explains the concepts behind both.


Explain multiple backend scenarios in Interaction Center.

Business Example Your organization provides BPO services to multiple organizations. Each organization has its own backend ERP system that needs to be interfaced with the Interaction Center application of SAP CRM. You are interested in learning more about the multiple backend scenarios available in SAP CRM Interaction Center.

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Lesson: Multiple Backend Scenarios

Multiple Backend Overview

Figure 54: Multiple Backend Scenarios

The CRM Interaction Center supports two variations of Multi Backend integration: 1.

2.

Interaction Center Client Switch: There are multiple backend systems connected to SAP CRM in different work clients. There is a single main client that the agents use. The main client redirects the agent to the work client relevant for the call. Data is replicated to the respective work clients only. Interaction Center Multi Backend: Multiple backend systems all connect to a single client. Data is replicated to and from this single client. Hint: IMG path is Interaction Center WebClient → Basic Functions → Mutliple Backend

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Client Switch

Figure 55: Client Switch

• •

• •

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Addresses mainly BPO (Business Process Outsourcing) requirements Uses SAP client concept in CRM system to segregate data of different outsourcing customers of the BPO provider / SSC: for example, One SAP CRM system client for every BPO customer. Uses a single interaction center as a main client for the interaction center agents Guides agents from main client to the appropriate work client relevant to process the call.


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Figure 56: Client Switch - Main Client and Work Client

A Business Process Outsourcing (BPO) provider is hosting the data of several clients. To obtain a maximum of separation of data and processes of these clients, the BPO Provider can use different SAP-clients: One SAP-client (or even one physical system) for every BPO customer. To optimize resources the BPO provider may want to use a single call center providing a central entry point for example, for incoming calls. Each call can typically be related to a BPO client and therefore to an SAP CRM system client (for example, using the called number of the incoming call). The agents should then be able to deal with the calls without handling multiple sessions and should be guided to the SAP-client relevant to process the call.

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Figure 57: Client Switch - Main Client Inbox

Prerequisites for the Client Switch function: •

•

•

•

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You have defined settings for work clients in Customizing for Customer Relationship Management under Interaction Center WebClient → Basic Functions → Mutliple Backend → Client Switch → Define Work Client Settings. You have defined a client switch profile in Customizing for Customer Relationship Management under Interaction Center WebClient → Basic Functions → Mutliple Backend →Client Switch →Define Client Switch Profile. You have made the necessary configuration settings for client switch. For more information, see corresponding IMG documentation and/or SAP Solution Manager. If you have enabled multiple chat, you have configured your communication management software (CMS) so that multiple chats are not transferred to an agent using the client switch scenario. This is necessary because multiple chat is not supported in the client switch scenario. For more information, contact your CMS vendor.


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Multi Backend Shared Services

Figure 58: Multi Backend Shared Services

Especially in shared service scenarios like the Accounting Interaction Center it is important to be able to connect several SAP ERP clients to an SAP CRM system. The following IMG activity allows defining a mapping between an SAP CRM business role and an SAP ERP backend client: SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Multiple Back-End → Assign Mapped Logical System to Business Roles As a prerequisite you have defined entries in Define Transaction Launcher Logical Systems and URLs.

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Lesson Summary You should now be able to: • Explain multiple backend scenarios in Interaction Center.

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Unit Summary

Unit Summary You should now be able to: • Describe the different transactions and related functions available in Interaction Center Service scenarios. • Describe the idea of shared service scenarios • Describe the main features and functions of IT Service Management • Explain multiple backend scenarios in Interaction Center.

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Unit Summary

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Unit 5 IC WebClient Functions & Profiles Unit Overview This unit gives an overview of the configuration of some basic IC WebClient functions. The concept of business roles will briefly be introduced, then the general procedure of assigning function profiles to IC WebClient business roles will be explained, using a few examples.

Unit Objectives After completing this unit, you will be able to: • • • • • • • •

Explain the concept of business roles Understand the idea of function profiles controlling specific functions within the IC WebClient application Know how to assign a business role within the organizational model Explain the functionality available in Account Identification. Explain Customizing of Account Identification functions using Account Identification Profiles. Understand the difference of IC WebClient and CRM WebClient transactions Explain how to make specific transaction types available in IC WebClient processing Customize a business transaction profile.

Unit Contents Lesson: IC WebClient Business Roles........................................ 96 Exercise 5: Creating and assigning a Business Role..................103 Lesson: Account identification ................................................108 Exercise 6: Account Identification ........................................121 Lesson: Business Transactions in the Interaction Center .................126 Exercise 7: Customizing of Functional Profiles.........................133 Exercise 8: Interaction Center Function Profiles .......................137

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Lesson: IC WebClient Business Roles Lesson Overview This lesson explains the concept of business roles in SAP CRM and also how to customize.


Explain the concept of business roles Understand the idea of function profiles controlling specific functions within the IC WebClient application Know how to assign a business role within the organizational model

Business Example You are an SAP CRM consultant and need to enable different business roles based on process requirements. You are interested in learning more about Customizing the business roles available in SAP CRM Interaction Center WebClient.

Customizing Business Roles

Figure 59: Interaction Center: Configuration

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Lesson: IC WebClient Business Roles

The Interaction Center supports all SAP CRM strategies, such as: • • •

Sales: processing of sales transactions, opportunities, product proposals Service: e-mail processing and workflow, solution database, service transactions Marketing: campaigns, call lists, product proposals.

In addition, the Interaction Center supports multichannel communication: • •

Telephone: incoming and outgoing calls, routing, call lists, CTI (computer telephony integration) connection E-Mail, fax, SMS

In IC WebClient, you can control which of these functions are used by individual agents, agent groups, or entire call centers by assigning individually configured business roles. In standard CRM systems the following roles are delivered: • • •

IC_AGENT: Role for generic agents IC_ITSDAGENT: Role for IT Service Desk agents IC_LOY_AGENT: Role for Loyalty Management-enabled agents Note: Requires Loyalty Management add-on.

• • • •

IC_EIC_AGENT: Role for employee interaction center agents IC_AIC_AGENT: Role for accounting interaction center agents IC_TIC_AGENT: Role for travel interaction center agents. IC_MANAGER: Role for managers: Please note that this role is not of type “IC WebClient” but “CRM WebClient”. Hint: There are additional roles delivered in industry-specific applications for Public Sector, Automotive, Financial, and so on.

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Figure 60: Business Role Customizing

A business role in general controls the SAP CRM WebClient UI features and functions. By means of function profiles, single functions can be enabled and configured. While some function profiles are mandatory, for example the account identification profile BP_IDENT, others are optional. For example it is not necessary to configure a function profile Call List if the execution of call lists is not part of the current IC WebClient scenario. Many of the function profiles relate to the Interaction Center WebClient application. By means of a role configuration key and UI configuration it is possible to adapt the UI. Business roles are defined in Customizing: Customizing path: SAP Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Function profiles are defined in Customizing: SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Technical Role Definition → Define Function Profile Hint: In the details of a function profile the value of the field Func. Profile Type indicates if the function profile is used in the IC context. Function profile values of type Generic Profile are also used in non-IC business roles.

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Figure 61: IC WebClient Functions and Profiles: Overview

The IC WebClient business role is a collection of functions customized in the detail profiles for the WebClient. First you need to find out which of the profiles is controlling the function that you want to change. In this case, you want to change the behavior within account identification. Create the new profile by copying an existing profile that more or less matches your requirements. After creating the new profile, change the settings of the profile (for example, change the identification scenario to MIXED). As a last step, assign the new function profile to the IC WebClient business role. The following table contains a number of function profiles, which are used within IC WebClient business roles. Hint: Please note that there are many more standard profiles available in the system. Function Profiles (excerpt)

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Function Profile ID

Description

BPIDENT

Account

BPIDENT_MULTIPLE

Multiple Business Partner

BRIEFCASE

Generic Briefcase Profile


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CALL_LIST

Call List

CATEGORIZATION

(Multilevel) Categorization

CLIENTSWITCH

Client Switch

CMS_ROLE

Communication Channel Enabled

CONTACTCENTER

Comm. Management Software

EMAIL

E-Mail

ERP_SALES_ORDER

ERP Sales Order Profile

IBASE

Installed Base

IC_BT

Business Transaction

IC_INBOX

Agent Inbox

INTERACTION_HISTORY

Interaction History

IOBJECT

(Individual) Objects

PARAMETERS

Parameters (Generic Profile!)

WBAR

Toolbar (telephony buttons in IC WC)

Some of the function profiles listed above are explained in more detail in this unit, for example the Account Identification profile. Other function profiles are introduced in upcoming units, for example Agent Inbox.

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Regarding a number of function profiles, which are not explained in detail, see the following remarks: •

CMS_ROLE: This function profile is new with EHP1 for SAP CRM 7.0 and relates to Communication Enables Business Processes (CEBP).CEBP for example allows using instant messaging. SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Communication Management Software Integration → Define CMS Integration Profiles

•

ERP_SALES_ORDER: This function profile is used to define a list of sales document types, which can be used in the CRM Interaction Center. The logical connection to the backend system is also part of this profile. SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Business Transaction → ERP Sales Order → Define Profiles for ERP Sales Order

•

IBASE: This function profile can be used to control the display option of installed bases. Once an account has been confirmed, the installed base can be displayed either in a tree structure or in a table view. SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Master Data → Define Installed Base Profiles

•

IOBJECT: This function profile is used to define the object family and product hierarchy category, which used, for example when creating (individual) objects in the IC WebClient. SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Master Data → Define Object Profiles

•

WBAR: This function profile controls the availability and layout of telephony buttons. SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Communication Channels → Define Toolbar Profiles

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Figure 62: Assigning a Business Role to an Organizational Unit

The final step in the configuration is the assignment of the WebClient business role to an organizational level, either an organizational unit or a position in the Organizational Model. There are different ways to access the Organizational Model: •

•

• • •

SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Organizational Assignment SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Organizational Management → Organizational Model → Change Organizational Model SAP Menu → Interaction Center → Supporting Processes → IC Structure → Change Organization and Staffing Transaction code PPOME or PPOMA_CRM Using the CRM WebClient UI application to maintain the organizational model Hint: For example the standard business roles SALESPRO and SERVICEPRO contain this application.

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Exercise 5: Creating and assigning a Business Role Exercise Objectives After completing this exercise, you will be able to: • Create your own Business Role and assign it accordingly in the organizational model. • Assign a business role to a position in the organizational model.

Business Example The central Customizing object controlling the User Interface of the CRM WebClient UI is the Business Role. You make yourself familiar with details of an Interaction Center WebClient business role. Hint: To find out, which Business Role your are currently using in an IC WebClient session, click the time and date field displayed in the lower right corner of the IC WebClient UI.

Task 1: Business Role Configuration: Create a new CRM WebClient UI Business Role. 1.

In Customizing, create a new Business Role Z##AGENT (IC AGENTS Group ##) and assign PFCG role Z##_CRM_UIU_IC_AGENT to it. Copy the existing Business Role ZCR410ICAGNT. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management →UI Framework → Business Roles → Define Business Role


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Task 2: Organizational Structure Configuration: Assign your system user to an existing position in the organizational structure. 1.

Go into the maintenance of the organizational structure and find position ##Position. This position is part of the organizational unit CRM Training Department. Hint: Choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Organizational Assignment Assign the user CRM-## to this position.

2.

Assign your business role to your position. Select menu: Goto → Detail Object → Enhanced Object Description Scroll down in the list of info types and mark entry Business Role. Select Create Infotype

.

Enter your own Business Role Z##AGENT. Save and leave the transaction. Hint: Now you can test the IC WebClient by selecting your new Business Role on the start page.

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Solution 5: Creating and assigning a Business Role Task 1: Business Role Configuration: Create a new CRM WebClient UI Business Role. 1.

In Customizing, create a new Business Role Z##AGENT (IC AGENTS Group ##) and assign PFCG role Z##_CRM_UIU_IC_AGENT to it. Copy the existing Business Role ZCR410ICAGNT. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management →UI Framework → Business Roles → Define Business Role a)

Select ZCR410ICAGNT and choose Copy As…(

).

Business Role: Z##AGENT Description: IC AGENTS Group ## PFCG Role ID: Z##_CRM_UIU_IC_AGENT Press Enter and select OK

on the dialog box screen

Save your new Business Role.

Task 2: Organizational Structure Configuration: Assign your system user to an existing position in the organizational structure. 1.

Go into the maintenance of the organizational structure and find position ##Position. This position is part of the organizational unit CRM Training Department. Hint: Choose SAP Customizing Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Organizational Assignment


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Assign the user CRM-## to this position. a)

Assign your user CRM-## to your position. Double-click your position ##Position. Use the right-mouse button and choose Assign → Holder (User) (

).

Search Term: CRM-## Press enter or the OK button (

).

On next screen do not forget mark the checkbox. Confirm and save your settings but do not leave the transaction. 2.

Assign your business role to your position. Select menu: Goto → Detail Object → Enhanced Object Description Scroll down in the list of info types and mark entry Business Role. Select Create Infotype

.

Enter your own Business Role Z##AGENT. Save and leave the transaction. Hint: Now you can test the IC WebClient by selecting your new Business Role on the start page. a)

Assign your business role to your position Select menu: Goto → Detail Object → Enhanced Object Description Scroll down in the list of info types and mark entry Business Role. Select Create Infotype (

).

Business Role: Z##AGENT Save (

106

) and leave the transaction.


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Lesson Summary You should now be able to: • Explain the concept of business roles • Understand the idea of function profiles controlling specific functions within the IC WebClient application • Know how to assign a business role within the organizational model

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Lesson: Account identification Lesson Overview Account identification is often the first process step followed by agents after accepting inbound calls. It involves searching for and confirming the calling business partner. This lesson covers the features available in account identification and also the Customizing behind it.


Explain the functionality available in Account Identification. Explain Customizing of Account Identification functions using Account Identification Profiles.

Business Example You are an SAP CRM consultant engaged in an SAP CRM implementation project. You are mapping the call center processes in the SAP CRM system and are currently working on customer identification. You want to learn more about account identification features and related Customizing in SAP CRM.

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Lesson: Account identification

Account Identification Functions

Figure 63: Account Identification

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Account identification allows agents to search for and identify, display, change, and create accounts, their related partners as well as related objects like registered products. SAP CRM Interaction Center WebClient offers many powerful features that enable fast, flexible, and easy-to-use account identification. •

•

•

•

•

•

• •

•

•

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Multiple Partners: Since SAP CRM 7.0, it is possible to confirm multiple business partners on the identify account view and transfer these confirmed partners as different partner functions to the business transactions in the Interaction Center. Account Identification Scenarios: A Business to Business (B2B) scenario as well as a Business to Consumer (B2C) scenario is supported. In addition a new scenario blends B2B and B2C in a Mixed scenario. The mixed business partner search allows searching for both consumers and contact persons in organizations. Late Account Identification: Account confirmation can be done even after transactions and actions are triggered. On confirmation at any point, the account details will be transferred to the transactions that were created before. Automatic Account Identification: Business Partners can be identified automatically based on their communication data (Telephone number, e-mail address) Interaction History: To provide information on the current situation of the customer the latest entries of the interaction history are integrated into the account identification screen Account Fact Sheet: The Account Fact Sheet (AFS) gives the agents access to the most relevant customer related information, for example, Service Ticket History, Sales History, Open marketing campaigns, and so on. Auto Continue: When activated, the agent does not have to confirm the determined business partner manually. Business Partner Relationship Handling: This feature enables agents to chose the relevant relationship type from a list when searching or creating related business partners in the Interaction Center. Index Based Search: The index-based business partner search offers a tool to build indices that speed up the search for business partners in the IC WebClient. Briefcase: A briefcase contains a collection of briefing cards that give the agent an overview of relevant information, such as addresses and contacts.


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Figure 64: Account Identification Screen

There are a number of functions available to the agent on the Account Identification screen: • • • • • • • • • • • • •

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Create new business partners and related partners Create a relationship between an existing related partner and an account Define the partner category (person or organization) when creating a related partner or account Define the role of a related partner Confirm multiple business partners during account identification (in B2B, B2C, and employee scenarios) View all confirmed partners in a new table on the Account Identification page Change the partner function of confirmed business partners and transfer them to business transactions Confirm the account directly from the search result list with one click Search by a specific relationship type or all relationship types defined in Customizing when searching for business partners in a B2B scenario Display the details of a business partner from within the search result list Search by a specific role or all roles defined in Customizing View relationship types in the search result list View an easy-to-read overview of relevant information in the briefcase


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Figure 65: Account Identification – Account

IC agents can use this part of the Interaction Center (IC) to identify accounts in different ways (such as by name, company, or product) and to obtain an overview of an account. Account identification is controlled through the Account Identification Profile which can be defined in Customizing: SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Master Data → Define Account Identification Profiles

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Figure 66: Account Identification – Objects

It is possible to use (technical) object information to search for accounts. Technical objects for example are: • •

Installed bases and/or Installed base components Objects (individual objects), for example, customer equipment data or registered products.

In Customizing it is possible to change the “Object” view to implement new object components (including customer invoices). Customers can therefore decide which partner related objects are handled in this view area.

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Figure 67: Multiple Business Partner Confirmation

It is possible to enable confirmation of multiple business partners related to an account for B2B, B2C, and Employee scenarios. Interaction Center Agents can: • • • •

View related partners and confirm those relevant for the transaction Modify the partner function based on the interaction needs Transfer relevant partner information to transactions created during contact processing Access details on the partner via the briefcase

By allowing multiple business partners to be confirmed the agent can appropriately model the interaction. A good example is household account management in the case of mobile phone usage. Each parent and child may have their own mobile phone, while the father is the household member that receives the bill, the mother may call in for usage and billing issues on behalf of any of the members. Since the agent is able to confirm multiple business partners the appropriate information can be accessed and logged during the interaction with the appropriate relationships identified. You define appropriate identification profiles in Customizing: SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Master Data → Define Account Identification Profiles for Multiple Business Partners

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Figure 68: Briefcase

It is possible to define a briefcase, which contains a collection of briefing cards that provide an overview of relevant information based on Customizing. This functionality works for confirmed business partners. It enables the agent to access frequently needed information quickly. Contacts, addresses, installed bases, interaction history, related partners, objects, and communication details are examples of information that can be displayed in a briefcase. For more information about Customizing of briefcase and briefing cards, see IMG task SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Master Data → Define Briefcase

Account Identification Customizing

Figure 69: Account Identification Profile – Relationships

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It is possible for agents to choose the relevant relationship type from a list when searching or creating related business partners in the IC WebClient. Using this Customizing allows you to explicitly include or exclude relationship types within account identification.

Figure 70: Multiple Business Partner Confirmation Customizing

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To enable selection of multiple business partners in account identification, it is necessary to maintain customizing settings. These are: 1. 2. 3. 4. 5.

Assign the Multiple Business Partner Identification function profile to the business role Define account identification profile Define new or modify existing search tabs and their sequence Define account roles and related partner roles to be used as search parameters Define partner functions an assign them to SAP CRM transactions Note: The account identification profile for MBPC is separate from the standard profile for single BP scenarios. The profile is actually called Account Identification Profile for Multiple Business Partners. The IMG path under CRM is Interaction Center WebClient → Master Data → Define Account Identification Profiles for Multiple Business Partners. In addition to the standard account identification profile functions, in the multiple business partner scenario you can do the following: • • • •

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Define new or modify existing search tabs and the sequence in which they appear on the user interface (UI) Define account roles and related partner roles to be used in search parameters Define partner functions and assign them to CRM transactions Define the sequence in which partner functions appear on the UI and the maximum number of times this partner function can be used within an interaction.


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Figure 71: Multiple Business Partner Confirmation Customizing Details (1)

1. First, a new functional profile ID is required for the business role. IMG path for Function Profile Definition is Customer Relationship Management → UI Framework →Technical Role Definition → Define Function Profile. BPIDENT_MULTIPLE is delivered as standard and can be used as-is or can be copied into a custom profile. The newly created profile must be assigned to the business role of the IC agents. IMG path is SAP Implementation Guide → Customer Relationship Management →UI Framework →Business Roles → Define Business Role. 2. Next, the Account Identification Profile for Multiple Business Partners needs to be defined. The IMG path under CRM is Interaction Center WebClient → Master Data → Define Account Identification Profiles for Multiple Business Partners. The Account Identification profile defined should be entered as a Profile Value for the function profile in the Define Business Role task (from step 1).

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3. Within the Account Identification Profile for Multiple Business Partners, it is possible to define new search tabs or modify existing ones as per your needs. Defining the sequence of the tabs is also possible. Note: If you want the business partner to be confirmed automatically when the account identification search returns only one search result, select the Continue check box under Auto Continue.


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4. For each search tab, it is necessary to define account and related partner roles to be used as search parameters.


5. Lastly, it is necessary to assign transactions and partner functions to be transferred on confirmation. Note: When assigning partner functions to SAP CRM transactions, you should create entries only for partner functions that have not already been maintained in the Customizing activity Assign Partner Functions to Business Transactions.

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Exercise 6: Account Identification Exercise Objectives After completing this exercise, you will be able to: • Create a new account identification profile and adapt it to your needs • Assign an account identification profile to a business role

Business Example You want to make yourself familiar with the account identification profile Customizing and its effects.

Task: Create your own Account Identification Profile by copying a standard profile and adapt it to your needs. You would like to use a Business-to-Business account identification scenario. Upon manual search of the account you would like to automatically confirm a contact person. In addition you would like to be able to create a specific account relationship in the identification process. 1.

In customizing copy the existing account identification profile DEFAULT to Z##BPIDENT and choose Description ## Account Identification.

2.

Activate the Auto Continue function for the Manual Search.

3.

Add a relationship category ZMANAS (Assistant to Management) to your account identification profile. In the details screen, choose Partner Category Person and BP Role ZMANAS.

4.

Assign your account identification profile Z##BPIDENT to your business role Z##AGENT. Hint: SAP Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role

5.

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Test the Auto Continue option which you made within your account identification profile.


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Solution 6: Account Identification Task: Create your own Account Identification Profile by copying a standard profile and adapt it to your needs. You would like to use a Business-to-Business account identification scenario. Upon manual search of the account you would like to automatically confirm a contact person. In addition you would like to be able to create a specific account relationship in the identification process. 1.

In customizing copy the existing account identification profile DEFAULT to Z##BPIDENT and choose Description ## Account Identification. a)

SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Master Data → Define Account Identification Profiles Find and select DEFAULT Choose Copy As...(

).

Acct ID Profile: Z##BPIDENT. Description: ## Account Identif.. Choose ENTER and confirm the dialog to copy all dependent entries with copy all. Choose Save. 2.

Activate the Auto Continue function for the Manual Search. a)

Select you newly created account identification profile. Choose Details (). In the structure tree choose Auto Continue. Flag the entry Manual Search.


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3.

Add a relationship category ZMANAS (Assistant to Management) to your account identification profile. In the details screen, choose Partner Category Person and BP Role ZMANAS. a)

In the structure tree on the left choose Relationships. Choose New Entries. Relationship Category: ZMANAS. Partner Category: Person. BP Role: ZMANAS. Save the account identification profile.

4.

Assign your account identification profile Z##BPIDENT to your business role Z##AGENT. Hint: SAP Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role a)

In Customizing, add your Account Identification Profile to your Business Role. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role. Select your Business Role Z##AGENT. In the Dialog Structure select Assign Function Profiles and add your Account Identification Profile to Function Profile ID BPIDENT. Function Profile ID: BPIDENT Profile Value: Z##BPIDENT (use the F4-Help) Save

and exit the transaction.


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Test the Auto Continue option which you made within your account identification profile. a)

Log on to the IC WebClient and choose business role IC AGENTS Group ## (Z##AGENT).

b)

In field Account enter ##Megastore. Choose button Search Account or ENTER. Observe the result list, which lists contact persons of ##Megastore. Observe the dropdown list directly below the Confirm button. It also includes the relationship Has Assistant to Management. If you switch to this relationship the result list should be empty. Choose the Create Related button to create a new account relationship of type Has Assistant to Management. Enter a first and a last name, for example Joan Johnson. Choose Save and observe that Joan Johnson has been confirmed automatically. Hint: The next time you identify account ##Megastore, you can choose Joan Johnson when switching to the Has Assistant to Management relationship.

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Lesson Summary You should now be able to: • Explain the functionality available in Account Identification. • Explain Customizing of Account Identification functions using Account Identification Profiles.

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Lesson: Business Transactions in the Interaction Center Lesson Overview This lesson shows how to configure business transactions and alerts.


Understand the difference of IC WebClient and CRM WebClient transactions Explain how to make specific transaction types available in IC WebClient processing Customize a business transaction profile.

Business Example You are an SAP CRM consultant working on a project for a client who wants to use alerts and customize transactions. You want to learn more about customizing these areas.

Figure 75: CRM Business Transactions

The navigation bar of an Interaction Center WebClient business role typically contains work centers that lead to business transaction processing.

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Lesson: Business Transactions in the Interaction Center

The interaction record stores all the communication related data of the phone call (for example, data like direction (inbound/outbound), status, result, free text notes). The same applies to other communication channels like e-mail or chat communication. The sales document can include quotation and order status and stores all sales items the customer wants to order. The service document represents the service aspect of a phone call. Here the agent enters information on the customers product that needs to be serviced and the service items like hours of repair service and quantity of spare parts.

Figure 76: CRM WebClient Transactions in IC

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Numerous standard CRM WebClient business transactions are now integrated into the interaction center (IC) by default. The CRM WebClient business transactions are displayed in the IC with a tiled layout so that they are in line with the overall IC user experience. • • • • • • • • • • • •

CRM sales order ERP sales order ERP quotation ERP sales contract Service order Complaint Lead Case Opportunity Service request/Incident Problem Request for change Note: If you prefer to continue using the IC-specific business transactions, you can customize the IC to include them instead. we recommend to evaluate which option is better suited to your business needs.

The following CRM WebClient business transactions are enabled for integration into the IC, but are not integrated into the standard IC business roles by default: • • • • • •

Quotation Sales contract Service quotation Service contract Service contract quotation Activity (appointment, task)

You can integrate these transactions into the IC with a tiled layout using the navigation bar Customizing and the UI configuration tool. Note: Using CRM WebClient business transactions in IC leads to harmonization of functionality across the solution. Some additional features are thus made available in IC.

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Figure 77: Business Transaction Profile

The business transaction profile controls which CRM business transaction type is linked to the navigation bar work centers. The slide above suggests assigning the interaction record as the default transaction type and sales and service transaction types as dependent. In this case, the system will create an interaction record whenever a contact ends to store the contact data. A sales and/or service document will only be created if the agent presses sales and/or service in the navigation bar and makes entries to these documents. The sales and/or service documents will be saved as individual documents. Interaction record, sales, and service documents are stored by separate document IDs and are connected by the document flow.

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Figure 78: Business Partners in Transactions

You can define in which partner functions the identified customer, or, if necessary, the contact person and the Interaction Center agent, should use in the business transaction. This way, one communication partner can occur with different partner functions in different transactions in the WebClient.

Figure 79: Activating Dialog Boxes

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There are four different ways to control Dialog Boxes: Note: Auto dialog boxes are only for IC specific transactions. 1. Allow Dialog Box = < >; Auto Dialog Box = < > • •

Automatic selection of first determined organizational unit and partner No automatic dialog boxes for other determinations (for example, service contract, ...). Warning message with hyperlink to open selection dialog box

•

Delivery Customizing

2. Allow Dialog Box = < >; Auto Dialog Box = • •

Automatic selection of first determined organizational unit and partner Automatic pop-ups for other determinations (for example, service contract, ...).

3. Allow Dialog Box = ; Auto Dialog Box = < > • •

No automatic selection of first determined organizational unit and partner No automatic pop-ups for determination results (for example, organizational units, partners, service contract, ...). Warning message with hyperlink to open selection popups.

4. Allow Dialog Box = ; Auto Dialog Box = • •

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No automatic selection of first determined organizational unit and partner Automatic pop-ups for determination results (for example, organizational units, partners, service contract, ...).


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Exercise 7: Customizing of Functional Profiles Exercise Objectives After completing this exercise, you will be able to: • Create a new business transaction profile. • Assign a business transaction profile to a business role

Business Example You make yourself familiar with details of transactions processing in the IC WebClient.

Task: Business Transaction Profile: 1.

In Customizing, create your own business transaction profile Z##BTPROF (description ## BT Profile) by copying the existing profile ZCR410-BT-PROF.

2.

Include the existing transaction type ITIN (Incident) as a dependent business transaction to your business transaction profile.

3.

In Customizing, add your newly created business transaction profile to your business role.

4.

Test your settings. Log on to the CRM WebClient UI and choose your business role. Confirm account ##Megastore. From the navigation bar, choose Service Request. What do you observe?

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Solution 7: Customizing of Functional Profiles Task: Business Transaction Profile: 1.

In Customizing, create your own business transaction profile Z##BTPROF (description ## BT Profile) by copying the existing profile ZCR410-BT-PROF. a)

SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Business Transaction → Define Business Transaction Profile. Copy profile ZCR410-BT-PROF to Z##BTPROF (with all dependent entries). Business Transaction Profile:

Z##BTPROF

Description:

## BT Profile

Press Enter and select copy all. Confirm the copied entries ( Save your settings ( 2.

).

).

Include the existing transaction type ITIN (Incident) as a dependent business transaction to your business transaction profile. a)

Select your business transaction profile Z##BTPROF. In the Dialog Structure, select Dependent Business Transactions. Choose button New Entries. Trans. Type: ITIN (use the F4-Help). Save your settings.


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3.

In Customizing, add your newly created business transaction profile to your business role. a)

SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO). Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Select business role Z##AGENT Choose Assign Function Profiles. For Function Profile ID IC_BT enter your business transaction profile Z##BTPROF as profile value. Save your settings and leave the transaction (

4.

).

Test your settings. Log on to the CRM WebClient UI and choose your business role. Confirm account ##Megastore. From the navigation bar, choose Service Request. What do you observe? a)

Log on with business role IC AGENTS Group ## (Z##AGENT) Confirm account ##Megastore and any contact person.

b)

Choose Service Request. Observe that you now can choose between the two transaction types SRVR (Service Request) and ITIN (Incident).

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Exercise 8: Interaction Center Function Profiles Exercise Objectives After completing this exercise, you will be able to: • Configure the function profile WBAR (Toolbar)

Business Example You would like to configure interaction center specific function profiles.

Task: Change the appearance of the telephony buttons for your business role Z##AGENT. 1.

Which value of function profile WBAR (Toolbar) currently is assigned to your business role Z##AGENT?

2.

Copy the Toolbar profile you have identified in the previous step to Z##TOOLBAR. Choose an appropriate description containing your group number, for example ## Toolbar Profile. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Communication Channels → Define Toolbar Profiles

3.

Change your toolbar profile Z##TOOLBAR (## Toolbar Profile). 1. Only use Generic, Telephony, and E-Mail buttons. Remove the option to switch to Chat buttons. 2. For the two Generic buttons, display an icon instead of text. 3. Remove the E-Mail buttons Conference, Consult, Dialpad and Reset.

4.

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Assign your newly created toolbar profile Z##TOOLBAR to your business role Z##AGENT.


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Solution 8: Interaction Center Function Profiles Task: Change the appearance of the telephony buttons for your business role Z##AGENT. 1.

Which value of function profile WBAR (Toolbar) currently is assigned to your business role Z##AGENT? a)

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Define Business Role Select business role Z##AGENT. Double-click Assign Function Profiles. Profile Value DEFAULT currently is assigned to Function Profile ID WBAR of this business role.

2.

Copy the Toolbar profile you have identified in the previous step to Z##TOOLBAR. Choose an appropriate description containing your group number, for example ## Toolbar Profile. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Communication Channels → Define Toolbar Profiles a)

In Customizing choose SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Communication Channels → Define Toolbar Profiles. Select the profile DEFAULT and choose Copy As.. (

).

Profile ID: Z##TOOLBAR Description: ## Toolbar Profile Choose ENTER and then copy all. Save your toolbar profile. 3.

Change your toolbar profile Z##TOOLBAR (## Toolbar Profile). 1. Only use Generic, Telephony, and E-Mail buttons. Remove the option to switch to Chat buttons. 2. For the two Generic buttons, display an icon instead of text. Continued on next page

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3. Remove the E-Mail buttons Conference, Consult, Dialpad and Reset. a)

In the details, deselect checkbox Chat Buttons.

b)

In the structure tree choose Generic Layout Buttons. In the dropdown listbox of field Display enter Icon for both button ids’.

c)

In the structure tree on the left choose E-Mail Layout Buttons. Mark button id’s Conference and Consult and choose icon Delete. Save your settings.

4.

Assign your newly created toolbar profile Z##TOOLBAR to your business role Z##AGENT. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Define Business Role Find and select your business role Z##AGENT. Choose Assign Function Profiles. Change the value of function profile WBAR from DEFAULT to Z##TOOLBAR. Save your settings. Hint: Log on to the CRM WebClient UI with your business role and confirm that your settings are working properly. To switch the buttons use the Channel Selector icon right below the scratch pad.

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Lesson Summary You should now be able to: • Understand the difference of IC WebClient and CRM WebClient transactions • Explain how to make specific transaction types available in IC WebClient processing • Customize a business transaction profile.

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Unit Summary

Unit Summary You should now be able to: • Explain the concept of business roles • Understand the idea of function profiles controlling specific functions within the IC WebClient application • Know how to assign a business role within the organizational model • Explain the functionality available in Account Identification. • Explain Customizing of Account Identification functions using Account Identification Profiles. • Understand the difference of IC WebClient and CRM WebClient transactions • Explain how to make specific transaction types available in IC WebClient processing • Customize a business transaction profile.

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Unit Summary

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Unit 6 Communication Architecture Unit Overview Content: • • •

Technical Landscape Components in the Communication Architecture Contact Push and Pull Mechanism in an Inbound Communication

Unit Objectives After completing this unit, you will be able to: • • • •

Explain the communications architecture of SAP CRM Interaction Center. Describe the technical landscape and communication architecture of SAP CRM Interaction Center WebClient Describe the functions provided by each of the components Explain the flow of an inbound call to an Interaction Center agent.

Unit Contents Lesson: Introduction to Communication Architecture ......................144 Lesson: Communication Architecture Components & Functions.........147 Exercise 9: Communication Architecture................................159

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Unit 6: Communication Architecture

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Lesson: Introduction to Communication Architecture Lesson Overview The communication architecture of IC makes it possible to integrate the applications with telephony hardware. This lesson provides an overview of the architecture.


Explain the communications architecture of SAP CRM Interaction Center.

Business Example You are a technical consultant who is assigned the task of integrating your company’s telephony hardware with SAP CRM. You want to learn how to achieve this task.

Communication Architecture Overview

Figure 80: SAP CRM Interaction Center

The SAP CRM Interaction Center is an integral part of SAP CRM and integrates with Communication Management Systems, Data Warehouses, and ERP Processing

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Lesson: Introduction to Communication Architecture

Figure 81: Communication Integration: Introduction

What are the advantages of Communication Integration in the Interaction Center? • • •

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Simplified operation by soft-phone controls Automatic identification of communication partner Speeding up of processes in the call center.


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Lesson Summary You should now be able to: • Explain the communications architecture of SAP CRM Interaction Center.

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Lesson: Communication Architecture Components & Functions

Lesson: Communication Architecture Components & Functions Lesson Overview This lesson explains the technical landscape and communication architecture of SAP CRM Interaction Center WebClient in detail. Components and their functions are explained.


Describe the technical landscape and communication architecture of SAP CRM Interaction Center WebClient Describe the functions provided by each of the components Explain the flow of an inbound call to an Interaction Center agent.

Business Example You want to learn more about the communication architecture of SAP CRM Interaction Center WebClient

Communication Architecture Components & Functions

Figure 82: Current Solution for Interaction Center WebClient

The Integrated Communication Interface (ICI) is an open interface for connecting third-party communication products to SAP components. The Integrated Communication Interface supports telephony, e-mail, chat, as well as real-time monitoring.

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SOAP stands for Simple Object Access Protocol.

Figure 83: ICI Administration

The Business Communication Broker (BCB) is part of the SAP system basis and allows handling communication like phone, e-mail, and chat. BCB is able to dispatch incoming and outgoing communication processes between external and internal software components. An external communication software is, for example, a Computer Telephony Integration Server (CTI) attached to your telephone system. The connection to the external communication software is done in the IC WebClient administration of communication management software.

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Figure 84: Inbound Communication Example: Phone Call

The Integrated Communication Interface (ICI) is the interface of the SAP system to the external communication software. Within the SAP system, the ICI passes the data via the Business Communication Broker (BCB) to SAP applications like the SAP CRM IC WebClient or the IC Manager Dashboard. Communication management software refers to third party software products that manage communication channels such as phone, e-mail, and chat. The Integrated Communications Interface (ICI) allows the communication management software to communicate with SAP applications like the IC WebClient. Communication management software is delivered by various SAP software partners and might have different functional scopes (CTI = Computer Telephony Integration, and so on). Certified communication software partners can be found on the SAP service marketplace (alias/softwarepartner). The contact push mechanism makes sure that one agent receives only one communication request at a time. In our example a phone call. In case of a phone call the contact push also synchronizes the agents devices (phone rings and screen alerts simultaneously). The contact push mechanism can also be used to push a mail or a chat request to the agents UI.

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Figure 85: Contact Push Example: Incoming E-Mail

In this example we follow the process flow of an incoming e-mail: • • • •

The incoming e-mail is indicated by the blinking buttons Accept and Reject. The name of the account is displayed. When the agent accepts the e-mail, account and mail data are displayed. The contact push mechanism can also be used to push a phone call or a chat request to the agents UI.

Figure 86: Multi Sessioning

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It is often a necessity for agents to handle multiple interactions at one time. The Interaction Center has the ability for IC agents to process multiple customer interactions – across different communication channels – in parallel (accept phone call while processing e-mail). Up to five non-CTI sessions can be opened by an agent. The sixth session is reserved in case a call, e-mail, or chat arrives, so an agent always has a free session available to accept it.

Figure 87: Communication-Enabled Business Processes

With SAP EHP1 for SAP CRM 7.0 it is possible to activate Communication-Enabled Business Processes (CEBP). Hint: Please note that a corresponding business function CRM_IC_CEBP has to be activated. Please also refer to business function documentation for more details on CEPB. Hint: Please note that Communication-Enabled Business Processes (CEBP) is a functionality that can also be used with non-Interaction Center business roles. This is reflected in the following Customizing path which leads to several CEBP-related settings: SAP Customizing Implementation Guide → Customer Relationship Management → Basic Functions → Communication Management Software Integration

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The following features are available with Communication-Enabled Business Processes: •

Communication Hyperlinks: SAP CRM provides rendering of telephone numbers as hyperlinks in all communication enabled business roles and views that display telephone numbers. It means that the telephone number column in Search Result lists or even in the overview pages of an account or a contact page will be hyperlinked and you can start the call with a click.

•

CRM Instant Messenger: SAP CRM provides an Instant messaging capability within CRM across all communication enabled business roles as well as Interaction center specific roles. You will be able to exchange text messages as well as use other features such as call, e-mail, and CRM context transfer with the CRM Instant Messenger.

•

Media Blending: SAP CRM provides an ability to blend interactions over multiple communication channels as one single interaction in the CRM system. This also helps convert an inbound chat interaction with a customer at self service web site into an outbound call from your interaction center to the customer.

•

Improved Context Transfer: SAP CRM provides simplified and improved context transfer mechanism with which you can send across one or many CRM contexts during a call transfer or even with an instant messaging interaction. It provides flexibility and ease to pick and choose which objects you want to send across and the freedom to retrieve the context at any point of time.

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Figure 88: E-Mail: Comparison of Contact Push and Pull Option

For e-mail communication there are two options: •

•

The contact push as described on the previous slides. Only one communication process at a time is pushed to the agent and blinks on the screen. This is handled by the Integrated Communication Interface (ICI) and the Business Communication Broker (BCB). A pull mechanism based on the SAPconnect interface and the IC WebClient agent inbox. Here many mails can be displayed in the agents inbox and the agent actively “pulls” a mail out of the inbox to process it. Besides e-mail, this process can also handle fax and letter.

The separation of the two scenarios is controlled by the e-mail profile in the WebClient Customizing.

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Figure 89: E-Mail and Agent Inbox: Overview

This scenario describes how an e-mail is transferred from an external mail server into the SAP CRM system and routed to the agent inbox. Various components a required for this scenario: 1. 2.

3. 4. 5.

154

The mail is received by the SAPconnect interface (Details see next slide and exercise of this unit). The inbound distribution forwards the e-mail to the mail handling workflow of the interaction center (details see slide: E-Mail Administration: Inbound Distribution in this unit). The e-mail workflow converts the mail into a work item and routes it a group of agents (details see slides later on in this unit). The routing of mails can be enhanced via ERMS (Email Response Management System, more details are given in a separate unit of this course). The routed work item needs to integrated into the agent inbox of the IC WebClient. This is done by agent inbox specific customizing settings (more details on the agent inbox are given in a separate unit of this course).


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Figure 90: E-Mail Administration: SAPconnect

SAPconnect offers a standard interface that allows sending and receiving Internet mails, faxes, and text messages (pager / SMS). (Only e-mail is shown in this graphic). There are two alternatives for connecting a mail server via SAPconnect: •

•

SAPconnect with SMTP plug-in (as of SAP NetWeaver Application Server 6.10): SAP system kernel supports SMTP (the Internet mail protocol) directly; that is, e-mails can be sent from the SAP system to every SMTP-compatible mail server or received from the SAP system, without the need for any other components. SAPconnect with RFC (SAP Basis 3.1 upwards): Various gateways can be connected via the RFC, and they transfer e-mail between the SAP system and certain mail servers.

We recommend connecting via the SMTP plug-in.

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Figure 91: E-Mail Administration: Inbound Distribution

In the Recipient Distribution you are mapping the externally published e-mail address (recipient) of your company to a workflow object. The workflow will route the mail as a work item to an internal team of agents. At the same time you assign an internal recipient address (new recipient). Required steps: 1. 2. 3.

156

Enter the externally published e-mail address of your company (recipient). Select via the F4 Help the appropriate Object (e.g. “ERMS support 2” if you want the IC WebClient work flow that uses ERMS). Select in the same F4 Help the internal recipient address of your service team.


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Figure 92: Workflow Administration: Assign Agents

Any agent that is supposed to receive e-mails as workflow items in the agent inbox of the IC must be assigned to the workflow. This can be done in the IC WebClient Agent Inbox administration for the workflow routing without ERMS. Or in the ERMS administration if the IC WebClient mail routing based upon ERMS is used.

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Figure 93: SAP BCM versus classical Telephony Integration

SAP Business Communications Management (SAP BCM) allows you to manage distributed cross-functional resources and leverage corporate knowledge. BCM softphone functionality is integrated with Interaction Center toolbar. BCM routes both voice calls and push e-mails to Interaction Center agents.

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Exercise 9: Communication Architecture Exercise Objectives After completing this exercise, you will be able to: • How to administer the communication management software settings • How to configure E-Mail addresses for IC WebClient Agents.

Business Example You are a technical consultant given the task of setting up the communication infrastructure for a SAP CRM IC WebClient implementation. You want to make yourself familiar with communication architecture of the IC WebClient.

Task 1: Business Communication Broker In this section we want to take a look at the administration settings required for the integration of the IC WebClient with an external communication management software like a Computer Telephony Integration Servers (CTI). As no real communication management software is connected to our CRM training system we will just describe the administration settings. 1.

Assignment of communication software profile to IC Agent business role. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO). Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management →UI Framework →Business Roles → Define Business Role Choose your business role Z##AGENT and select Assign Function Profiles from the dialog structure. Under the function profile ID CONTACTCENTER you would be able to assign your communication management software profile to your business role.

2.

In customizing, display a Communication Management Software Profile. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO). Choose SAP Reference IMG.


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SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Communication Channels → Define Communication Management Software Profiles. These profiles are assigned as Function Profiles to the IC Agent Business Role. 3.

Access the Business Communication Management Software Administration. SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Communication Management Software → Interface Settings → Maintain Communication Management Software Connections. Here you can see the communication management software IDs and the assigned connections to the external software servers. Hint: The RFC connections are maintained in transaction SM59 under HTTP Connections to External Server.

4.

Check the communication channels of Communication Management Software System. SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Communication Management Software → Maintain System Settings. Here you assign channels like phone, mail and chat to the communication management software IDs Hint: Here you have also the option to flag a communication management software ID to be used in combination with the SAPphone interface instead of the ICI interface.

5.

Assign Communication Management Software ID. SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Communication Management Software → Assign Profiles. Here you finally assign the communication management software IDs to the communication management software profiles (from IMG customizing).


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Task 2: SAPconnect Section 1 showed how e-mails (and other communication processes) can be pushed to the agent’s WebClient. Now we want to take a look at the required settings for the contact pull process. In this case, e-mails coming from the external mail server are transferred by SAPconnect and a workflow to the Agent Inbox. Hint: Agent Inbox settings are covered by the exercises of the next unit. 1.

SAPconnect settings Open the SAPconnect administration (Transaction code SCOT). Chose menu View → System Status Mark the node INT (which stands for e-mail communication) Create a new RFC sub node under INT

.

Node:

LOOP##

Description:

Node for Agent Inbox ##

Choose Continue. RFC Destination: NONE (for the simulation, or the real RFC destination in case of a real life scenario) Choose Continue. Mark:

Internet

Address Area: *.service##@company.com (do not forget the *) Do not make changes to the output formats. Do not restrict send time. Further address types:

No (N)

Maximum waiting time:

5 minutes


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Mark:

Node can resolve…

Mark:

Node is to be monitored…

Mark:

Node is ready for use…

Mark:

Node supports:…

Carry out test:

Yes

Maintain internal receiving e-mail address. Now you have to maintain the internal e-mail address of the responsible service team which can be different from your external e-mail address. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Define Receiving E-Mail/Fax Settings. Add a new internal e-mail address by copying the existing entry [email protected] to your group number.

3.

Maintain recipient distribution. In this step you assign the external e-mail address of our company (that matches your SAPconnect mail node settings) to the internal e-mail address of the service team. SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Agent Inbox → Maintain Recipient Distribution Add following entries: Recipient:

QUICK.SERVICE##@COMPANY.COM

Hint: You must use the F4-Help to insert the New Recipient: Select SAP object instance Select ERMS support 2 (ERMS workflow) Use F4-Help and select SERVICE@TEAM.## Confirm the data. Select Save (

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Solution 9: Communication Architecture Task 1: Business Communication Broker In this section we want to take a look at the administration settings required for the integration of the IC WebClient with an external communication management software like a Computer Telephony Integration Servers (CTI). As no real communication management software is connected to our CRM training system we will just describe the administration settings. 1.

Assignment of communication software profile to IC Agent business role. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO). Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management →UI Framework →Business Roles → Define Business Role Choose your business role Z##AGENT and select Assign Function Profiles from the dialog structure. Under the function profile ID CONTACTCENTER you would be able to assign your communication management software profile to your business role. a)

2.

see task

In customizing, display a Communication Management Software Profile. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO). Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Communication Channels → Define Communication Management Software Profiles. These profiles are assigned as Function Profiles to the IC Agent Business Role. a)

3.

see task

Access the Business Communication Management Software Administration. SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Communication Management Software → Interface Settings → Maintain Communication Management Software Connections. Continued on next page

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Here you can see the communication management software IDs and the assigned connections to the external software servers. Hint: The RFC connections are maintained in transaction SM59 under HTTP Connections to External Server. a) 4.

see task

Check the communication channels of Communication Management Software System. SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Communication Management Software → Maintain System Settings. Here you assign channels like phone, mail and chat to the communication management software IDs Hint: Here you have also the option to flag a communication management software ID to be used in combination with the SAPphone interface instead of the ICI interface. a)

5.

see task

Assign Communication Management Software ID. SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Communication Management Software → Assign Profiles. Here you finally assign the communication management software IDs to the communication management software profiles (from IMG customizing). a)

see task

Task 2: SAPconnect Section 1 showed how e-mails (and other communication processes) can be pushed to the agent’s WebClient. Now we want to take a look at the required settings for the contact pull process.


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In this case, e-mails coming from the external mail server are transferred by SAPconnect and a workflow to the Agent Inbox. Hint: Agent Inbox settings are covered by the exercises of the next unit. 1.

SAPconnect settings Open the SAPconnect administration (Transaction code SCOT). Chose menu View → System Status Mark the node INT (which stands for e-mail communication) Create a new RFC sub node under INT

.

Node:

LOOP##

Description:

Node for Agent Inbox ##

Choose Continue. RFC Destination: NONE (for the simulation, or the real RFC destination in case of a real life scenario) Choose Continue. Mark:

Internet

Address Area: *.service##@company.com (do not forget the *) Do not make changes to the output formats. Do not restrict send time. Further address types:

No (N)

Maximum waiting time:

5 minutes


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Mark:

Node can resolve…

Mark:

Node is to be monitored…

Mark:

Node is ready for use…

Mark:

Node supports:…

Carry out test:

Yes

a) 2.

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see task

Maintain internal receiving e-mail address. Now you have to maintain the internal e-mail address of the responsible service team which can be different from your external e-mail address. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Define Receiving E-Mail/Fax Settings. Add a new internal e-mail address by copying the existing entry [email protected] to your group number. a)

Select [email protected] and choose Copy As... Address/Number:

b) 3.

SERVICE@TEAM.##

Save your data.

Maintain recipient distribution. In this step you assign the external e-mail address of our company (that matches your SAPconnect mail node settings) to the internal e-mail address of the service team. SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Agent Inbox → Maintain Recipient Distribution Add following entries:


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Recipient:

QUICK.SERVICE##@COMPANY.COM

Hint: You must use the F4-Help to insert the New Recipient: Select SAP object instance Select ERMS support 2 (ERMS workflow) Use F4-Help and select SERVICE@TEAM.## Confirm the data. Select Save ( a)

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Lesson Summary You should now be able to: • Describe the technical landscape and communication architecture of SAP CRM Interaction Center WebClient • Describe the functions provided by each of the components • Explain the flow of an inbound call to an Interaction Center agent.

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Unit Summary

Unit Summary You should now be able to: • Explain the communications architecture of SAP CRM Interaction Center. • Describe the technical landscape and communication architecture of SAP CRM Interaction Center WebClient • Describe the functions provided by each of the components • Explain the flow of an inbound call to an Interaction Center agent.

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Unit 7 Agent Inbox Unit Overview This unit introduces the Agent Inbox, a virtual queue shared by agents in the same organization unit / position, and used for processing e-mails, transactions, workflow items, etc.

Unit Objectives After completing this unit, you will be able to: • • •

Describe the Agent Inbox from an Interaction Center agent point of view. Configure the Agent Inbox. Set up the integration of e-mails into the agent inbox.

Unit Contents Lesson: Overview of Agent Inbox ............................................172 Lesson: Configuration of Agent Inbox........................................176 Exercise 10: Agent Inbox..................................................183 Lesson: E-Mail Integration.....................................................198

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Lesson: Overview of Agent Inbox Lesson Overview The agent inbox is used to call up incoming e-mail messages, work items, and various business objects for display or processing. This lesson provides an overview of the Agent Inbox.


Describe the Agent Inbox from an Interaction Center agent point of view.

Business Example You are interested in learning about the Agent Inbox feature of IC WebClient as part of your organization’s blueprinting process.

Agent Inbox

Figure 94: Agent Inbox

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Lesson: Overview of Agent Inbox

The agent inbox is used to call up incoming e-mail messages, work items, and various business objects for display or processing. The agent inbox is a central worklist that the entire team can use to work on incoming objects including activities, e-mails, transactions like CRM and ERP sales orders, service transactions, and so on. •

E-Mail messages, faxes, and scanned letters: –

Intelligent e-mail routing: E-mails and faxes that were received via SAPconnect appear as workflow work items. A workflow takes care of forwarding incoming mails to the appropriate group of agents. Additional routing rules use business partner attributes to route mails to agents who specialize in particular areas.

–

Multiple incoming and outgoing e-mail addresses: Agents can be assigned to various incoming addresses. All items sent to the agents various addresses appear in the same inbox. In addition, agents can be assigned to more than one outgoing e-mail address. A default address is proposed, or the agent can select another one.

•

• •

•

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Work items: You can process SAP workflow work items, as well as SAP workflow work items that you have customized. These work items can originate from SAP Customer Relationship Management (SAP CRM) or from another SAP system. Business transactions: You can call up business transactions such as service orders, sales orders, and planned activities. ERMS routing: Depending on the rule policies you determine, you can use a general task for ERMS decision to allow e-mail routing to all agents or you can specify individual agents or agent groups to allow e-mail routing only to those agents. Advanced warning for due date: In Customizing for the agent inbox, you can define an advanced warning for each item type until the due date is reached. During the warning phase, agents are alerted to the upcoming due date by a yellow traffic light in the Due Date column of the inbox Result List.


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Figure 95: Advanced Search and Result Tree

The screenshot above shows the Agent Inbox in a different “layout”. The search section is similar to the standard search pages in the CRM WebClient UI. Saved Searches can be created. The result list is displayed as a tree.

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Lesson: Overview of Agent Inbox

Lesson Summary You should now be able to: • Describe the Agent Inbox from an Interaction Center agent point of view.

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Lesson: Configuration of Agent Inbox Lesson Overview This lesson looks at the configuration tasks of the Agent Inbox.


Configure the Agent Inbox.

Business Example You are a consultant engaged on an SAP CRM implementation. You are assigned the task of customizing the Agent Inbox. You want to learn about the customizing possibilities of Agent Inbox.

Agent Inbox Configuration You use the following Customizing activities for Customer Relationship Management to configure the agent inbox for the Interaction Center WebClient: •

•

•

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Inbox Search Definitions → Define Inbox Status SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Define Inbox Profiles In this activity, you can choose whether to use the standard or advanced search view, whether the search results are displayed in a table or a tree structure and a default quick search. Optional: SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → BAdI: Agent Inbox. You can further tailor the agent inbox to your business needs by using this Business Add-In.

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Lesson: Configuration of Agent Inbox

Figure 96: Agent Inbox Configuration: Item Types

Agent or Universal Inbox allows the listing of several different items (to-dos). E-Mail work items, cases, service tickets could all be listed in the inbox. SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Basic Settings for Item Types: You can use this IMG activity to define element types that can be used in the agent inbox. You can select from the existing element types. Only those element types that you choose in this activity will be supported in your agent inbox.

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Figure 97: Agent Inbox Configuration: Inbox Categories

SAP Customizing Implementation Guide → Customer Relationship Management Interaction Center WebClient → Agent Inbox → Inbox Search Definition → Define Element Categories for Searches: In this IMG activity you define the categories that specify which types of business objects can be selected with the Agent Inbox search facility. For inbox work items, the category specifies a valid communication method, for business transactions (abbreviated as ONEORDER in the table below) the category refers to a valid business transaction type The categories that SAP delivers (shown in the table below) may be sufficient for your needs. However, if you have defined custom business transaction types, then you must also define an additional entry in this table for each custom business transaction type.

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Figure 98: Agent Inbox Configuration: Mapping of Status, Priorities, and Employees

•

Interaction Center WebClient → Agent Inbox → Map Item Attributes to Inbox Attributes → Map Element Status to Inbox Status: In this IMG activity, you link the agent inbox status that you defined with the system status and the user status of the SAP Customer Relationship Management System (SAP CRM System). You can make this type of link for each element type.

•

Interaction Center WebClient → Agent Inbox → Map Item Attributes to Inbox Attributes →Map Element Priorities to Inbox Priorities: In this IMG activity, you determine how the priority of an element is displayed in the agent inbox.

•

Interaction Center WebClient → Agent Inbox → Map Item Attributes to Inbox Attributes → Map Business Transactions to Responsible Employees and Groups: This IMG activity is relevant for the inbox search using the Assigned To and Account search criteria. You can assign partner functions for displaying search results and you can define partner functions for the search using Assigned To.

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Figure 99: Agent Inbox Configuration: Inbox Profile

SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Define Inbox Profiles: In this Customizing activity, you can define the Inbox Profile that determines which entries are displayed in the dropdown boxes of the inbox search. You can also choose whether to use the standard search view or the advanced search view by default, and whether the search results are displayed in a table or in a tree structure.

Figure 100: Agent Inbox Configuration: Alternative Search Screen

It is possible to enable an advanced search layout via customizing the inbox profile. Searches based on multilevel categorization are also possible (with SAP CRM 7.0).

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Figure 101: Agent Inbox Configuration: Alternative Results List

It is possible to display the result list as table, instead of tree structure. Toggling between the views is also possible. SAP CRM 7.0 brings more advanced personalization capabilities: drag and drop of columns, sorting, filtering.

Figure 102: Agent Inbox Configuration: Quick Searches

New in SAP CRM 7.0 is the ability to assign quick searches that are executed automatically when navigating to inbox.

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Exercise 10: Agent Inbox Exercise Objectives After completing this exercise, you will be able to: • Configure ERMS based e-mail handling. • Configure your Agent Inbox for e-mail handling. • Define Quick Search definitions for your Agent Inbox.

Business Example You make yourself familiar with the e-mail related Agent Inbox settings of the IC WebClient and also the integration of item types like CRM business transactions.

Task 1: ERMS Settings (Email Response Management System) In this section we want to take a look at the administration settings required for the integration of the mail handling workflows of the IC WebClient and ERMS. In the last exercise (Communication Architecture) we have mapped the original recipient e-mail address to a new recipient address (internal receiving e-mail address). This mapping was done in the inbound distribution (transaction SO28). At the same time, this transaction controls that the mails will be passed to the e-mail workflow. The routing of email work items of the workflow can be controlled by ERMS. For this purpose you have to assign the new recipient address mentioned above to the Service Manager Profile that will start the ERMS rule policy that you want to user for the routing. 1.

In customizing, assign your new recipient address to the Service Manager Profile. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → E-Mail Response Management System → Service Manger → Assign Service Manager Profiles Create following entries:


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Address

ObjectID

Service Manger Profile

SERVICE@TEAM.##

207914

DEFAULT

SERVICE@TEAM.##

207915

DEFAULT

Hint: The Object IDs 207914 and 207915 represent the workflow tasks ERMS decision and ERMS rule execution of the mail handling workflow 2000001. Compare to exercise ERMS Workflow Settings of unit Communication Management.

Task 2: Agent Inbox settings: In the following, you will go through numerous steps that integrate the e-mail workflow task into the agent inbox. 1.

Assign standard tasks to the workflow. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Assign Standard Tasks to Communication Methods Here the communication methods like mail or fax are assigned to corresponding tasks of the workflow. In our case the relevant entries are already there: Task 14008030 (Process e-mail) → Communication Method INT (e-mail) Task 207914 (ERM decision) → Communication Method INT (e-mail) Task 207915 (ERMS rule execution) → Communication Method INT (e-mail) Hint: These are the tasks of the e-mail workflows, where you have assigned your user in exercise of unit Communication Architecture

2.

Define Communication Method Settings. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG.


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SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Define Communication Method Settings The communication Method INT needs to be assigned to the activity category INT. The required entry should already be there. 3.

SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Define Receiving E-Mail/Fax Numbers: This is the internal e-mail address of your service team. You have already made the entry SERVICE@TEAM.## in the last exercise (Communication Architecture).

4.

SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Define Receiving E-Mail/Fax Settings Here you have to link the internal e-mail address of your team SERVICE@TEAM.## to the communication method INT.

5.

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Inbox Search Definitions → Define Element Categories for Searches Here the category INT is connected to the item type Inbox Workitem. The entry should already exist.

6.

IMG:…Agent Inbox → Map Item Attributes to Inbox Attributes → Map Element Priorities to Inbox Priorities: Here the priorities of the different item types are mapped to the native inbox priorities. The required entries already exist. You only have to make changes if you have created your own priorities.

7.

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Define Inbox Profiles Create your own Inbox Profile Z##INBOX. Therefore copy the existing Agent Inbox Profile ZCR410INBOX with all depending entries . Hint: In dialog structure Assign Main Categories, you can assign categories other than e-mail (INT) to your Agent Inbox profile, so that your inbox will be a blend of mail processes and other business processes. Continued on next page

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Assign your Inbox Profile as Function Profile to your Business Role. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management →UI Framework →Business Roles → Define Business Role Select your Business Role Z##AGENT and choose Function Profiles from the dialog structure. Add your Inbox Profile Z##INBOX to Function Profile ID IC_INBOX.

Task 3: E-Mail Settings: In the following, you will go through numerous steps to integrate and test your e-mail functionality of your Agent Inbox. 1.

Assign E-Mail Profile to your Business Role. SAP Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Select your Business Role Z##AGENT and choose Function Profiles from the dialog structure. Here you can assign an E-Mail Profile (Function Profile ID EMAIL) to your Business Role. An E-Mail Profile should already be assigned. Hint: The E-Mail Profile Z_HELPDESK is maintained in: SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Communication Channels → Define E-Mail Profiles The E-Mail profile field: E-Mail Provider controls whether an agent is using ICI (Contact Push) or Agent Inbox (Contact Pull) process.

2.

Test the E-Mail process and send a mail to your company’s service address. Go to the Business Workplace

(transaction SBWP).

Send a mail to the valid address range *.service##@COMPANY.COM for external e-mail addresses that you have created in exercise SAPphone settings and further specified in the recipient mails distribution in unit Communication Architecture: quick.service##@COMPANY.COM Check if the mail arrived in the agent inbox of the WebClient. Log on to the IC WebClient. Continued on next page

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Navigate to the Inbox. Search by main category: E-Mail. Hint: E-Mail trouble shooting: Go to SAPConnect (transaction SCOT) Mark your created e-mail node LOOP##. Press: Start send process (Ctrl + F7) This way you can see if the mail was routed by your node LOOP##. In Workflow Event Trace (transaction SWEL) you can check if the event mailreceived of the workflow was created successfully.

Task 4: Agent Inbox customizing for item types: In the following we will take a look at the required settings to integrate item types other than e-mail into the agent inbox. We will choose the CRM transaction type TA Sales Order as an example. 1.

SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Basic Settings for Item Types All required settings are delivered as standard customizing here. You may take a look transaction Define Item Types to see the different kinds of business objects supported in the agent inbox. One of the item types is Inbox Item: OneOrder which stands for CRM business transactions (like TA Sales Order or 0010 Activity). SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Inbox Search Definitions → Define Element Categories for Searches Here, you can define one or more categories for each item type. For example you have for item type Inbox Item:OneOrder several business transactions types assigned. Among them for example is TA Sales Order. IMG:… Customer Relationship Management → Agent Inbox → Define Inbox Profile Here the categories are assigned to the inbox profile. Select your profile Z##INBOX and click on dialog structure: Assign Main Categories. Here you can see that several categories are supported by the Inbox Profile: Continued on next page

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0010

Interaction Record

INT

E-Mail

TA

Sales Order

Task 5: Quick Search Definition: You can define custom quick searches according to your daily business needs. 1.

Go to SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Agent Inbox → Define Quick Searches Select New Entries and enter following data: Quick Search:

ZS##

Description:

Quick Search Group ##

Main Category:

SRVR (Use F4-Help )

Time Period:

0007 – Last 7 Days (Use F4-Help )

Date Type:

Creation Date

Sorted By:

Creation Date

Select Save 2.

.

In customizing assign your Quick Search definition to your Agent Inbox profile. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Define Inbox Profiles Select your Agent Inbox profile Z##INBOX and choose Assign Quick Searches from the dialog structure. Select New Entries and enter your Quick Search definition ZS## (Use F4-Help .

3.

Log on to the IC WebClient. Navigate to the Inbox.


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Search by main category:

Telesales

Time Period:

Last 7 days

Assigned To:

Me

Choose Search and select one entry from the result list. Select Display or Interact to navigate to the sales order. Hint: When you choose Interact, the system confirms the appropriate business partner automatically and creates an Interaction Record. 4.

Choose the Quick Search functionality in your Agent Inbox. Navigate back to the Agent Inbox. Select Clear to clear all search parameter fields. Choose Quick Search and then Quick Search Group ## to start your newly created search definition for service requests. Select one entry from the results list and choose Display or Interact to navigate to the Service Request.

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Solution 10: Agent Inbox Task 1: ERMS Settings (Email Response Management System) In this section we want to take a look at the administration settings required for the integration of the mail handling workflows of the IC WebClient and ERMS. In the last exercise (Communication Architecture) we have mapped the original recipient e-mail address to a new recipient address (internal receiving e-mail address). This mapping was done in the inbound distribution (transaction SO28). At the same time, this transaction controls that the mails will be passed to the e-mail workflow. The routing of email work items of the workflow can be controlled by ERMS. For this purpose you have to assign the new recipient address mentioned above to the Service Manager Profile that will start the ERMS rule policy that you want to user for the routing. 1.

In customizing, assign your new recipient address to the Service Manager Profile. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → E-Mail Response Management System → Service Manger → Assign Service Manager Profiles Create following entries: Address

ObjectID

Service Manger Profile

SERVICE@TEAM.##

207914

DEFAULT

SERVICE@TEAM.##

207915

DEFAULT

Hint: The Object IDs 207914 and 207915 represent the workflow tasks ERMS decision and ERMS rule execution of the mail handling workflow 2000001. Compare to exercise ERMS Workflow Settings of unit Communication Management. a)

see task


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Task 2: Agent Inbox settings: In the following, you will go through numerous steps that integrate the e-mail workflow task into the agent inbox. 1.

Assign standard tasks to the workflow. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Assign Standard Tasks to Communication Methods Here the communication methods like mail or fax are assigned to corresponding tasks of the workflow. In our case the relevant entries are already there: Task 14008030 (Process e-mail) → Communication Method INT (e-mail) Task 207914 (ERM decision) → Communication Method INT (e-mail) Task 207915 (ERMS rule execution) → Communication Method INT (e-mail) Hint: These are the tasks of the e-mail workflows, where you have assigned your user in exercise of unit Communication Architecture a)

2.

see task

Define Communication Method Settings. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Define Communication Method Settings The communication Method INT needs to be assigned to the activity category INT. The required entry should already be there. a)

3.

see task

SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Define Receiving E-Mail/Fax Numbers:


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This is the internal e-mail address of your service team. You have already made the entry SERVICE@TEAM.## in the last exercise (Communication Architecture). a) 4.

see task

SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Settings for Asynchronous Inbound Processing → Define Receiving E-Mail/Fax Settings Here you have to link the internal e-mail address of your team SERVICE@TEAM.## to the communication method INT. a)

5.

see task

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Inbox Search Definitions → Define Element Categories for Searches Here the category INT is connected to the item type Inbox Workitem. The entry should already exist. a)

6.

see task

IMG:…Agent Inbox → Map Item Attributes to Inbox Attributes → Map Element Priorities to Inbox Priorities: Here the priorities of the different item types are mapped to the native inbox priorities. The required entries already exist. You only have to make changes if you have created your own priorities. a)

7.

see task

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Define Inbox Profiles Create your own Inbox Profile Z##INBOX. Therefore copy the existing Agent Inbox Profile ZCR410INBOX with all depending entries . Hint: In dialog structure Assign Main Categories, you can assign categories other than e-mail (INT) to your Agent Inbox profile, so that your inbox will be a blend of mail processes and other business processes. a)

8.

see task

Assign your Inbox Profile as Function Profile to your Business Role. Continued on next page

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SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management →UI Framework →Business Roles → Define Business Role Select your Business Role Z##AGENT and choose Function Profiles from the dialog structure. Add your Inbox Profile Z##INBOX to Function Profile ID IC_INBOX. a)

see task

Task 3: E-Mail Settings: In the following, you will go through numerous steps to integrate and test your e-mail functionality of your Agent Inbox. 1.

Assign E-Mail Profile to your Business Role. SAP Implementation Guide → Customer Relationship Management → UI Framework → Business Roles → Define Business Role Select your Business Role Z##AGENT and choose Function Profiles from the dialog structure. Here you can assign an E-Mail Profile (Function Profile ID EMAIL) to your Business Role. An E-Mail Profile should already be assigned. Hint: The E-Mail Profile Z_HELPDESK is maintained in: SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Basic Functions → Communication Channels → Define E-Mail Profiles The E-Mail profile field: E-Mail Provider controls whether an agent is using ICI (Contact Push) or Agent Inbox (Contact Pull) process. a)

2.

see task

Test the E-Mail process and send a mail to your company’s service address. Go to the Business Workplace

(transaction SBWP).

Send a mail to the valid address range *.service##@COMPANY.COM for external e-mail addresses that you have created in exercise SAPphone settings and further specified in the recipient mails distribution in unit Communication Architecture: quick.service##@COMPANY.COM Check if the mail arrived in the agent inbox of the WebClient. Continued on next page

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Log on to the IC WebClient. Navigate to the Inbox. Search by main category: E-Mail. Hint: E-Mail trouble shooting: Go to SAPConnect (transaction SCOT) Mark your created e-mail node LOOP##. Press: Start send process (Ctrl + F7) This way you can see if the mail was routed by your node LOOP##. In Workflow Event Trace (transaction SWEL) you can check if the event mailreceived of the workflow was created successfully. a)

see task

Task 4: Agent Inbox customizing for item types: In the following we will take a look at the required settings to integrate item types other than e-mail into the agent inbox. We will choose the CRM transaction type TA Sales Order as an example. 1.

SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Basic Settings for Item Types All required settings are delivered as standard customizing here. You may take a look transaction Define Item Types to see the different kinds of business objects supported in the agent inbox. One of the item types is Inbox Item: OneOrder which stands for CRM business transactions (like TA Sales Order or 0010 Activity). SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Inbox Search Definitions → Define Element Categories for Searches Here, you can define one or more categories for each item type. For example you have for item type Inbox Item:OneOrder several business transactions types assigned. Among them for example is TA Sales Order. IMG:… Customer Relationship Management → Agent Inbox → Define Inbox Profile Continued on next page

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Here the categories are assigned to the inbox profile. Select your profile Z##INBOX and click on dialog structure: Assign Main Categories. Here you can see that several categories are supported by the Inbox Profile: 0010

Interaction Record

INT

E-Mail

TA

Sales Order

a)

see task

Task 5: Quick Search Definition: You can define custom quick searches according to your daily business needs. 1.

Go to SAP Menu → Interaction Center → Interaction Center WebClient → Administration → Agent Inbox → Define Quick Searches Select New Entries and enter following data: Quick Search:

ZS##

Description:

Quick Search Group ##

Main Category:

SRVR (Use F4-Help )

Time Period:

0007 – Last 7 Days (Use F4-Help )

Date Type:

Creation Date

Sorted By:

Creation Date

Select Save a) 2.

.

see task

In customizing assign your Quick Search definition to your Agent Inbox profile. SAP Menu → Architecture and Technology → Configuration → Customizing (transaction code /nSPRO) Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Agent Inbox → Define Inbox Profiles Select your Agent Inbox profile Z##INBOX and choose Assign Quick Searches from the dialog structure. Continued on next page

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Select New Entries and enter your Quick Search definition ZS## (Use F4-Help . a) 3.

see task

Log on to the IC WebClient. Navigate to the Inbox. Search by main category:

Telesales

Time Period:

Last 7 days

Assigned To:

Me

Choose Search and select one entry from the result list. Select Display or Interact to navigate to the sales order. Hint: When you choose Interact, the system confirms the appropriate business partner automatically and creates an Interaction Record. a) 4.

see task

Choose the Quick Search functionality in your Agent Inbox. Navigate back to the Agent Inbox. Select Clear to clear all search parameter fields. Choose Quick Search and then Quick Search Group ## to start your newly created search definition for service requests. Select one entry from the results list and choose Display or Interact to navigate to the Service Request. a)

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Lesson Summary You should now be able to: • Configure the Agent Inbox.

Related Information SAP Note 882653 - Frequently Asked Questions (FAQs) about the Agent Inbox

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Lesson: E-Mail Integration Lesson Overview This lesson shows how to integrate e-mail with the agent inbox.


Set up the integration of e-mails into the agent inbox.

Business Example You are an SAP CRM consultant engaged on an implementation project. You are assigned the task of integrating e-mail with the agent inbox. You want to learn more about the integration aspects.

E-Mail & Agent Inbox


This scenario describes how an e-mail is transferred from an external mail server into the SAP CRM system and routed to the agent inbox.

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Lesson: E-Mail Integration

Various components are required for this scenario: 1. 2. 3. 4. 5.

The mail is received by the SAPconnect interface (Details see unit Communication Architecture). The inbound distribution forwards the e-mail to the mail handling workflow of the interaction center (Details see unit Communication Architecture). The e-mail workflow converts the mail into a work item and routes it to a group of agents (Details see unit Communication Architecture). The routing of mails can be enhanced via ERMS (E-mail Response Management System, more details are given in a separate unit of this course). The routed work item needs to be integrated into the agent inbox of the IC WebClient. This is done by agent inbox specific customizing settings (see next slide).


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There are some mandatory customizing settings you must use if you want to use the agent inbox: • • • •

•

200

In the e-mail profile you have to use the Inbox as e-mail provider (instead of the ICI). The communication method INT (= e-mail) must be assigned to a workflow task (standard setting is available). The communication method INT (= e-mail) must be assigned to a an activity category. This activity category has to be assigned to the INBOX profile. You can also assign business transaction types to the INBOX profile so that the agent inbox will be a blend of e-mail processes and business processes. Finally, the e-mail profile and the INBOX profile have to be assigned to the IC WebClient profile.


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Lesson: E-Mail Integration

Lesson Summary You should now be able to: • Set up the integration of e-mails into the agent inbox.

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Unit Summary

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Unit Summary You should now be able to: • Describe the Agent Inbox from an Interaction Center agent point of view. • Configure the Agent Inbox. • Set up the integration of e-mails into the agent inbox.

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Unit 8 Rule Modeler Unit Overview Content: •

Rule Based Routing:

•

– E-Mail Response Management System (ERMS) – Order Routing – Intent-Driven Interaction (IDI) Rule Modeler

Unit Objectives After completing this unit, you will be able to: • • • • • •

Describe how rule based routing is used by E-Mail Response Management System and Order routing Understand the concept of Intent-Driven Interaction. Use the rule modeler to configure policies and rules. Understand how to define rule policies and rules within the rule modeler application Explain the Alert Editor Describe the details of different rule examples

Unit Contents Lesson: Overview of Rule Modeler ...........................................204 Lesson: Configuration of Rule Modeler ...................................... 211 Lesson: Rule Policy Examples ...............................................216 Exercise 11: Creating Rule Policies......................................227

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Lesson: Overview of Rule Modeler Lesson Overview Rule-based routing, E-mail Response Management System (ERMS) and Intent-Driven Interaction (IDI) are important functions available to automate Interaction Center operations. This lesson covers each of these concepts.


Describe how rule based routing is used by E-Mail Response Management System and Order routing Understand the concept of Intent-Driven Interaction.

Business Example You are interested in using SAP CRM Interaction Center to manage your inbound e-mail responses, to e-mail created service requests to the customer and to route transactions among processing teams. You want to learn more about how to enable these functions using rule modeler and intent driven interactions (IDI).

Rule Modeler

Figure 105: Rule Based Routing and Alerts

The routing of e-mails, service tickets, orders, cases, and complaints to the agent inbox are controlled by the rule engine.

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Lesson: Overview of Rule Modeler

Routing is based on various attributes of the object that needs to be routed. The agents that receive the routed object in their agent inbox can select the object to process it or forward it to the inbox of other agents. The Rule Modeler application is contained in several business roles, for example when logging on as Interaction Center Manager (IC_MANAGER), Sales Professional (SALESPRO) or Service Professional (SERVICEPRO).

Figure 106: Rule Modeler

The Rule Modeler is not only used in the context of the CRM Interaction Center. Scenarios like Account and Contact Management (rule-based assignments of account relationships like “has the responsible employee” and Lead / Opportunity Distribution (dispatching of documents) are used in the area of CRM Marketing and CRM Sales.

ERMS – E-Mail Response Management System In this section we will see how the rule modeler is used for e-mail routing (ERMS).

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Figure 107: ERMS - E-Mail and Web Form Flow

This picture shows how e-mails and Web forms are handled by the automated processing. Web forms are converted to e-mail documents (with their specific attributes attached in XML format and a nicely formatted representation for the agent) so that they can be handled like e-mails. After the e-mail hits the system, there is an initial handling taking place. The first policy will decide if e-mails are processed any further or are just deleted (for example, in the case of spam or bounce mails). If an e-mail passes this initial decision, a work flow item will be created to represent the e-mail. In this work flow, other policies will be called to further determine what should happen to the e-mail. The outcome of these policies could be that the e-mail is routed to a specific queue for an agent to pick up that another policy is called, or that it is automatically acknowledged or responded. Modeling of rules can be shared by the managers and administrators of your company as shown on this slide. The manager in the headquarters maintains a policy that routes mails based on the e-mail language. The rules of this policy are invoking the policies of the different regional managers - in our example the regional policy of Italy. The policies set up by the regional managers further analyze the e-mails and invoke policies of the sales and the service teams. In this case the policy of the service team in Italy. The manager of the service team defines rules that route the e-mails to the agent inbox of the different service teams. Here the rules are based on key words in the e-mail content like “hardware” and “software” to route the e-mails to the service teams responsible for hardware or software service.

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The maintenance of rules for order routing and e-mail routing is very similar.

Order Routing – Routing of Service Documents In this section we will see how the rule modeler is used for order routing (for example, routing of service tickets).

Figure 108: Order Routing

The routing of service tickets to the agent inbox is based on the assignment of partners to specific partner functions in the ticket. The assigned partners are identical to organizational units. The service ticket will be automatically routed to all agents that belong to this organizational unit.

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Figure 109: Manual and Automatic Order Routing

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IDI – Intent-Driven Interaction The automatic routing is carried out by the rule modeler based on attributes of the service ticket. Intent-Driven Interaction (IDI) ensures that customer interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible Interaction Center events. First of all Interaction Center Events have to be defined in Customizing (based on any User Interface element). Within the Rule Modeler in a second step Business Roles and IC events have to be assigned to a rule policy. Business Rules are created by using Conditions and Actions. In the Alert Editor own alerts with text variables and navigation can be designed.

Figure 110: Intent-Driven Interaction (IDI)

Intent-Driven Interaction (IDI) ensures that customer interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible Interaction Center events. First of all Interaction Center Events have to be defined in Customizing (based on any User Interface element). Within the Rule Modeler in a second step Business Roles and IC events have to be assigned to a rule policy. Business Rules are created by using Conditions and Actions. In the Alert Editor own alerts with text variables and navigation can be designed.

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Lesson Summary You should now be able to: • Describe how rule based routing is used by E-Mail Response Management System and Order routing • Understand the concept of Intent-Driven Interaction.

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Lesson: Configuration of Rule Modeler

Lesson: Configuration of Rule Modeler Lesson Overview In this lesson we will focus on the rule modeler that is used for the administration of rules and policies. We will see some IMG configuration related to the rule modeler.


Use the rule modeler to configure policies and rules.

Business Example You are a consultant engaged on an SAP CRM implementation. You are assigned the task of automating order routing in the IC WebClient. You want to learn about the customizing possibilities of Rule Modeler to achieve this task.

Determination of Rule Policies

Figure 111: Assigning Service Manager Profiles in Customizing

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To enable ERMS or order routing scenarios it is mandatory to define a service manager profile. The service manager profile contains a service, which is calling a rule policy. A rule policy has to be defined using the Rule Modeler application (in the CRM WebClient UI). The following IMG activity allows assigning service manager profiles to transaction types: SAP Customizing Implementation Guide → Customer Relationship Management Transactions → Additional Settings → Assign Dispatching Rule Profile to Transaction Types Hint: This IMG activity allows applying different rule policies for different transaction types! The following IMG activity is used to assign service manager profiles to incoming e-mail addresses/workflow tasks invoking the rule modeler: SAP Customizing Implementation Guide → Customer Relationship Management → E-Mail Response Management System → Service Manager → Assign Service Manager Profiles For the rule modeler scenario Account and Contact Management the service manager profile is assigned via the following IMG activity: SAP Customizing Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Rule-Based Assignment of Employees → Specify Basic Settings Caution: The rule modeler scenario Intent-Driven Interaction (IDI) is invoked in a different way. Please take note of the following steps: • • • • •

212

Create a new Rule Policy of type Intent Driven Interaction (IC WebClient). Assign all desired business roles, for example IC_AGENT) to the header level of your IDI policy. Assign all Interaction Center events, which you plan to use in your rules to the header level of your IDI policy. Create rules in the rule modeler to trigger alerts, scripts, navigation, wrap-up list items and so on. Save, check and release draft rules.


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Figure 112: Rule Modeler: Distributed Administration of Policies

It is possible to define rules, which call another rule policy. This way it is possible to distribute the administration of policies to different locations or divisions of a company.

Figure 113: Rule Modeler and Repository: Context

The different contexts that make use of rule modeling are preconfigured by SAP and defined in Customizing. For example choose

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SAP Customizing Implementation Guide → Customer Relationship Management → E-Mail Response Management System → Define Repository. For each context different rule policies can be defined in the Rule Modeler.

Figure 114: Rule Modeler and Repository: Context Details

For each context different attributes, actions and operators are delivered in the repository to support the maintenance of rules in the rule modeler. E-Mail Workbench and ERMS Simulator • •

214

The E-Mail Workbench allows for quick, manual operations on e-mails by a response manager. The ERMS Simulator enables you to simulate draft rules on historic e-mail traffic.


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Lesson Summary You should now be able to: • Use the rule modeler to configure policies and rules.

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Lesson: Rule Policy Examples Lesson Overview This lesson contains Interaction Center related Rule Modeler examples.


Understand how to define rule policies and rules within the rule modeler application Explain the Alert Editor Describe the details of different rule examples

Business Example You would like to set up different rule policies for the Interaction Center specific contexts ERMS; Order Routing and Intent-Driven Interactions.

ERMS Example To define rule policies for E-Mail Response Management System, start the CRM WebClient UI, for example with business role IC Manager (IC_MANAGER). 1. 2. 3. 4. 5.

216

Create a new Rule Policy of type E-Mail Response Management System. Create folders and rules. Check the rule policy for errors and if necessary correct them. Release and save the rule policy. Assign the rule policy to Service 50 (RE_RULE_EXEC) of an appropriate service manager profile.


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Lesson: Rule Policy Examples

Figure 115: ERMS Example 1 - Routing of E-mails based on content

The slide above shows an ERMS example where in incoming e-mail text has been analyzed and where a categorization has been defaulted. Based on the category the e-mail is routed into the inbox of agents of a dedicated team. The standard system contains numerous conditions, which can be checked, for example: • • • • • •

E-Mail Subject E-Mail Sender E-Mail Language E-Mail Content E-Mail Original Recipient Calendar: Day of the Week

The standard system also contains numerous actions, which can succeed incoming e-mails, for example: • • • • • • •

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Create Interaction Record Create Service Request Auto Prepare Send Automatic Acknowledgement Delete E-Mail Forward E-Mail Stop Further Rule Processing


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Figure 116: ERMS Example 2 - Automatic Acknowledgement

The slide above shown an ERMS example where in incoming e-mail is answered automatically using an appropriate mail form. Neither an interaction record nor a service ticket is created in this case.

Order Routing Example To define rule policies for routing of service requests and related transactions, start the CRM WebClient UI, for example with business role IC Manager (IC_MANAGER). 1. 2. 3. 4. 5.

218

Create a new Rule Policy of type Service Request Management. Create folders and rules. Check the rule policy for errors and if necessary correct them. Release and save the rule policy. Assign the rule policy to Service 50 (RE_RULE_EXEC) of the service manager profile SAP_SRQMROUTING.


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Figure 117: Service Request Routing Example 1 - Routing based on Impact

The slide above shows an example of service request routing based on the Impact of the service request. Impact is one of the fields of a service request header, which - together with field Urgency - is used to derive a recommended priority.

Figure 118: Service Request Routing Example 2 - Routing based on Categories

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The slide above shows an example of service request routing based on categories. Interaction Center Agents have the possibility to categorize service requests. Based on the chosen categories the service request can be dispatched to a dedicated team in the service organization.

Intent-Driven Interactions

Figure 119: Setting Up an IDI Rule Policy - Step 1

To utilize policies of type Intent-Driven Interactions, it is necessary to first create a rule policy and second to assign appropriate business roles (used by Interaction Center WebClient agents) to it. To be able to use IC Events as a condition in the details of a single rule, it is necessary to assign those IC Events to the header data of such a rule policy. There are numerous IC Events predefined, for example: • • • • • • • •

220

BPConfirmed AutoSuggestStart AutoSuggestEnd CallListSelected CallListCallSelected IObjectConfirmed EndContact ServiceOrderDispatched


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It is possible to define customer specific events using Customizing. Choose SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Additional Functions → Intent-Driven Interactions → Define Events in Repository

Figure 120: Setting Up an IDI Rule Policy - Step 2

After having defined rule policy header data, rule details can be defined. Therefore it is necessary to use the (Create) Subnode button to first create a rule folder and then again to create a rule. The rule details allow defining one or more conditions, which are checked before an action will be executed. There are numerous conditions predefined by SAP, for example •

Current Event Hint: The list of available IC Events only contains entries, which have been assigned in the rule policy header data!

• • • •

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Current IBase Expiring Service Contract Items Business transaction priorities Number of complaints for current bp


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Figure 121: The Alert Editor

The Alert Modeler tool is accessible from the IC Manager role under Process Modeling. Alerts can be triggered / terminated via rules in the Rule Modeler. Alerts can be transported across systems via SAP GUI. Choose SAP Menu → Interaction Center → Interaction Center WebClient → Utilities → Transport Alerts Across Systems and Clients Alerts can navigate to other Interaction Center or CRM screens via standard Navigation Object / Action Alerts can include variables (for example, number of auto-suggested solutions or service order ID) by means of Fact base attributes, which can be inserted into the alert text. It is possible to define Themes for Alerts in Customizing. Themes affect the appearance of alerts that appear on the screens of IC agents. When sending alerts, IC managers can choose any of the alert themes that you have defined here. Hint: Themes for Alerts are a functionality available as of SAP EHP1 for SAP CRM 7.0. SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Additional Functions → Define Themes for Alerts

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Figure 122: Alert Definition - Example 1

The slide above shows an alert example. The alert is displayed using a Theme. Themes can be used to format the alert text. You can use standard Hexadecimal Code to define colors for fonts, for example: • • • •

Black: #000000 Red:#FF0000 Green: #00FF00 Blue: #0000FF

You can choose an alert icon that corresponds to the type of alert that is displayed. To view a list of available icons, do the following: • • • • •

Go to the Object Navigator (transaction SE80). Select the BSP Application CRM_THTMLB_TEST and choose Display. Choose Pages with Flow Logic → icons.bsp Choose Test/Execute. Select an icon from this list and enter the name of the icon you want to use in the Alert Icon field. Note: Make sure that you enter the name of the icon, including the file extension, exactly as it appears in the File Name column (for example, warning.gif). You can only choose icons that appear on this list. Path references to other icons are not supported.

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Once the alert is displayed in the Interaction Center WebClient application, the agent can use a hyperlink to navigate forward, in this case to the Interaction Record. Caution: Please note that the navigation bar profile, which is linked to the business role of the Interaction Center agent, has to allow forward navigation to the corresponding WebClient application!

Figure 123: Alert Definition Example 2 - Using the Fact Base

When defining alerts it is possible to use a Fact Base. Dynamic information can be integrated into the alert text. For example it is possible to display the number of calls/complaints the customer filed recently. It is also possible to display object information, for example possible warranty (end) dates of installed base components.

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Figure 124: Rule Definition - Example 1 - Alert

The slide above shows how a rule is defined that triggers an alert, which reminds the interaction center agent to wrap up the call. 300 seconds upon confirming the business partners have to pass until the alert is displayed.

Figure 125: Rule Definition - Example 2 - Script Start

This example shows that it is possible to immediately start a script once a call in a call list is chosen.

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Figure 126: Rule Definition - Example 3 - Trigger Outbound E-Mail

IDI provides an action Send outgoing e-mail that can be used to trigger the automatic sending of an e-mail (in the background) from the Interaction Center using a predefined mail form with following parameters: • • •

E-Mail Subject: what the subject line should state Sender’s E-Mail Address: from address in an e-mail Mail Form: the mail form that is to be used as the content of the e-mail

This feature can be used to e-mail service tickets to customers after the interaction is completed.

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Exercise 11: Creating Rule Policies Exercise Objectives After completing this exercise, you will be able to: • Create your own ERMS rules • Create an Intent Driven Interaction Rule.

Business Example You have to make yourself familiar with the CRM IC Manager Role and the Rule Modeler functionality.

Task 1: Rule based e-mail handling with ERMS 1.

Service Manager Profile: Create your own Service Manager Profile and assign your new recipient address to it. Copy the Service Manger Profile DEFAULT to your own profile (

).

SAP Menu → Architecture and Technology → Configuration → Customizing. Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → E-Mail Response Management System → Service Manager → Define Service Manager Profile. Profile ID:

Z##SMPROF

Description:

## Service Manger Profile

Copy all dependant entries and save your new Service Manager Profile ( 2.

).

Assign your profile to your new recipient address. SAP Implementation Guide → Customer Relationship Management → E-Mail Response Management System → Service Manager → Assign Service Manager Profiles. Change the assigned Service Manager Profile of your recipient address to following:


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Address:

ObjectID:

Service Manger Profile:

SERVICE@TEAM.##

207914

Z##SMPROF

SERVICE@TEAM.##

207915

Z##SMPROF

Do not forget to save your settings (

).

Hint: If you do not see entries for SERVICE@TEAM.##, you might have skipped exercise Communication Architecture and exercise Agent Inbox. To continue with this exercise, you have to finish exercise Communication Architecture and exercise Agent Inbox first. The Object IDs 207914 and 207915 represent the workflow tasks ERMS decision and ERMS rule execution of the mail handling workflow 2000001. Compare to exercise ERMS Workflow Settings of unit Communication Management.

Task 2: Rule Modeler: Access the Rule Modeler and create your own Rule Policy with simple rules. 1.

Start the CRM WebClient UI and select the IC Manager (IC_MANAGER) business role after the logon screen.

2.

Select Process Modeling from the navigation bar and then select Search Rule Policies. Select E-Mail Response Management System (ERMS) from the Context dropdown box and press the Search button. In the result list select Rule Policy DEFAULT and go to the details of the policy. Expand the rules folder DEZ.

3.

Create your own Rule Policy Z##_ERMS_RULES. Leave the Rule Policy DEFAULT by clicking the Back button (

).

Select the New button in the upper corner of the result list and enter following:


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Context:

E-Mail Response Management System

Rule Policy:

Z##_ERMS_RULES

Press the OK button ( 4.

Click Edit (

) and on the next page the Save button ().

) to edit the rule.

Select the entry Draft Rules ( ) and select the New button ( to create a rule folder sub node ( ) and enter following in the details:

5.

6.

Name:

SERVICE@TEAM.##

Description:

Rules for recipient address ##

Select the new rule folder sub node ( ) and choose the New ( button again to create a new rule sub node ( ) with following details: Name:

Auto_Acknowledge_##

Description:

Auto Acknowledge for Group ##

)

)

In the Conditions table select Add Entry and enter following: Match:

If

Attribute:

E-Mail Original Recipient

Operator:

Equals

Value:

SERVICE@TEAM.##

In the Actions table select Add Entry and enter following:


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Action:

Send Auto Acknowledgement

Mail Form: Outgoing E-Mail Address:

Z_AUTO_ACKNOWLEDGE (use F4-Help ()) [email protected]

Create Interaction Record:

Yes

Create Service Order:

No

Save your first Action (). 7.

Select Add Entry again and enter following: Action:

Route EMail

Organizational Object:

O:50015676

Note: This is the organizational unit all our course users are assigned to. 8.

Select More from the Policy table on the right hand side and choose Check Draft Rules. When you obtain the message that everything is OK, select More again and choose Release Draft Rules. Choose Save. Your rule is now ready for execution and just need to be to your service Manager Profile.

9.

In Customizing select following path: Select your service Manger Profile Z##SMPROF and choose Directly Called Services from the dialog structure. Select entry 50 (RE_RULE_EXEC) and select Properties from the dialog structure. For Property ID Policy change the value to Z##_ERMS_RULES.


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Task 3: Auto acknowledge rule testing: Test the E-Mail process and send a mail to your company’s services address. 1.

Go to the Business Workplace (

) (transaction SBWP).

Send a mail to the valid address range *.service##@COMPANY.COM for external e-mail addresses that you have created in exercise SAPphone settings and further specified in the recipient mails distribution in unit Communication Architecture: quick.service##@COMPANY.COM. Check if the mail arrived in the agent inbox of the WebClient and an Interaction Record has been created for the auto acknowledge rule. Log on to the IC WebClient. Navigate to the Inbox. Search by main category:

E-Mail


Interaction Record

Hint: E-Mail trouble shooting: Go to SAPConnect (transaction SCOT). Mark your created e-mail node LOOP##. Press: Start send process (Ctrl + F7). This way you can see if the mail was routed by your node LOOP##. In Workflow Event Trace (transaction SWEL) you can check if the event mailreceived of the workflow was created successfully. 2.

Check for the successful execution of the rule you created. Therefore use the IC Manager application E-Mail Workbench. When working with business role IC Manager choose Managing Operations → Search → E-Mail Workbench Select e-mails using selection criteria From Date. Choose Search. The result list should contain a group specific entry. Observe column Organization. It should contain the value you maintained in the rule, in this case 50015676.


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Use the hyperlink to display e-mail details. Observe the assignment block Rules. Both actions should have execution status Yes. Go to the business workplace and check your inbox. You should find an unread document containing an automatic reply, corresponding to the mail form you assigned in the ERMS rule policy.

Task 4: Intent Driven Interaction (Optional) Alert: Search for alerts, which could be displayed when a customer calls the agent. 1.

Logon to the IC WebClient with the IC_Manager business role. Select Process Modeling from the navigation bar and choose Search Alerts. Select English for the language search criteria and Reminder for the Name search criteria. Select the alert from the result list to examine its functionality. This alert just reminds the agent to wrap up the call and will navigate you to the Interaction Record when you click the alert hyperlink.

Task 5: Intent Driven Interaction (Optional) Intent Driven Interaction Rule Policy: Create your own rule policy to raise the reminder alert, when a customer calls the agent. 1.

Select Process Modeling from the navigation bar and choose Create Rule Policy. Select the New button (

).

Choose Intent Driven Interaction (IC WebClient) from the Context dropdown box enter Z##_REMINDER for the policy name. On the next page, save your rule first (). 2.

Select the entry Z##_REMINDER ( Business Roles table.

) and choose Add Entry from the

Select your business role Z##Agent from the available business roles. You have to assign the right business role for which the rule should work. Select Add Entry from the IC Events table and choose BPConfirmed from the available IC Events.


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You have to assign the right IC Events to your policy you wish to work with later. Save your settings (). 3.

4.

5.

6.

7.

Select the entry Draft Rules ( ) and select the New button ( ) to create a rule folder sub node ( ) and add following in the details view: Name:

Z##_Reminder

Description:

Reminder Group ##

Select the rule folder sub node ( ) and select the New button ( to create a new rule sub node ( ). Name:

Z##_REMINDER_RULE

Description:

Reminder Rule for Group ##

)

Select Add Entry from the Conditions table and enter following: Match:

If

Attribute:

Current Event

Operator:

Equals

Value:

Business Partner Confirmed

Select Add Entry from the Actions table and enter following: Action:

Trigger Alert

Alert Name:

REMINDER

Time Delay:

15 (seconds)

Choose More from the Policy table and then select Check Draft Rules. Choose More again and then select Release Draft Rules. Continued on next page

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Save your policy again (). 8.

Log off as IC Manager and log on to the IC WebClient as Z##AGENT. Search for account ID 3277 (Lisa Pearce) and confirm the account. After 15 seconds you will find your alert displayed in the upper middle of your screen. Choose the screen to navigate to the Interaction History view. Hint: While selecting the confirmation button to start the interaction with a customer, the IC WebClient raises a so called IC Event. In this case, the event is Business Partner Confirmed. You can choose from a wide range of IC Events like Category Changed or other User Interface events and you can run user specific rules on these events. It is also possible to define your own events within Customizing.

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Solution 11: Creating Rule Policies Task 1: Rule based e-mail handling with ERMS 1.

Service Manager Profile: Create your own Service Manager Profile and assign your new recipient address to it. Copy the Service Manger Profile DEFAULT to your own profile (

).

SAP Menu → Architecture and Technology → Configuration → Customizing. Choose SAP Reference IMG. SAP Implementation Guide → Customer Relationship Management → E-Mail Response Management System → Service Manager → Define Service Manager Profile. Profile ID:

Z##SMPROF

Description:

## Service Manger Profile

Copy all dependant entries and save your new Service Manager Profile ( a) 2.

).

see task

Assign your profile to your new recipient address. SAP Implementation Guide → Customer Relationship Management → E-Mail Response Management System → Service Manager → Assign Service Manager Profiles. Change the assigned Service Manager Profile of your recipient address to following: Address:

ObjectID:

Service Manger Profile:

SERVICE@TEAM.##

207914

Z##SMPROF

SERVICE@TEAM.##

207915

Z##SMPROF


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Do not forget to save your settings (

).

Hint: If you do not see entries for SERVICE@TEAM.##, you might have skipped exercise Communication Architecture and exercise Agent Inbox. To continue with this exercise, you have to finish exercise Communication Architecture and exercise Agent Inbox first. The Object IDs 207914 and 207915 represent the workflow tasks ERMS decision and ERMS rule execution of the mail handling workflow 2000001. Compare to exercise ERMS Workflow Settings of unit Communication Management. a)

see task

Task 2: Rule Modeler: Access the Rule Modeler and create your own Rule Policy with simple rules. 1.

Start the CRM WebClient UI and select the IC Manager (IC_MANAGER) business role after the logon screen. a)

2.

see task

Select Process Modeling from the navigation bar and then select Search Rule Policies. Select E-Mail Response Management System (ERMS) from the Context dropdown box and press the Search button. In the result list select Rule Policy DEFAULT and go to the details of the policy. Expand the rules folder DEZ. a)

3.

see task

Create your own Rule Policy Z##_ERMS_RULES. Leave the Rule Policy DEFAULT by clicking the Back button (

).

Select the New button in the upper corner of the result list and enter following: Context:

E-Mail Response Management System

Rule Policy:

Z##_ERMS_RULES Continued on next page

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Press the OK button ( a) 4.

) and on the next page the Save button ().

see task

Click Edit (

) to edit the rule.

Select the entry Draft Rules ( ) and select the New button ( to create a rule folder sub node ( ) and enter following in the details: Name:

SERVICE@TEAM.##

Description:

Rules for recipient address ##

a) 5.

6.

see task

Select the new rule folder sub node ( ) and choose the New ( button again to create a new rule sub node ( ) with following details: Name:

Auto_Acknowledge_##

Description:

Auto Acknowledge for Group ##

a)

)

)

see task

In the Conditions table select Add Entry and enter following: Match:

If

Attribute:

E-Mail Original Recipient

Operator:

Equals

Value:

SERVICE@TEAM.##

In the Actions table select Add Entry and enter following:


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Action:

Send Auto Acknowledgement

Mail Form: Outgoing E-Mail Address:

Z_AUTO_ACKNOWLEDGE (use F4-Help ()) [email protected]

Create Interaction Record:

Yes

Create Service Order:

No

Save your first Action (). a) 7.

see task

Select Add Entry again and enter following: Action:

Route EMail

Organizational Object:

O:50015676

Note: This is the organizational unit all our course users are assigned to. a) 8.

see task

Select More from the Policy table on the right hand side and choose Check Draft Rules. When you obtain the message that everything is OK, select More again and choose Release Draft Rules. Choose Save. Your rule is now ready for execution and just need to be to your service Manager Profile. a)

9.

see task

In Customizing select following path: Select your service Manger Profile Z##SMPROF and choose Directly Called Services from the dialog structure. Select entry 50 (RE_RULE_EXEC) and select Properties from the dialog structure. For Property ID Policy change the value to Z##_ERMS_RULES. a)

see task Continued on next page

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Task 3: Auto acknowledge rule testing: Test the E-Mail process and send a mail to your company’s services address. 1.

Go to the Business Workplace (

) (transaction SBWP).

Send a mail to the valid address range *.service##@COMPANY.COM for external e-mail addresses that you have created in exercise SAPphone settings and further specified in the recipient mails distribution in unit Communication Architecture: quick.service##@COMPANY.COM. Check if the mail arrived in the agent inbox of the WebClient and an Interaction Record has been created for the auto acknowledge rule. Log on to the IC WebClient. Navigate to the Inbox. Search by main category:

E-Mail


Interaction Record

Hint: E-Mail trouble shooting: Go to SAPConnect (transaction SCOT). Mark your created e-mail node LOOP##. Press: Start send process (Ctrl + F7). This way you can see if the mail was routed by your node LOOP##. In Workflow Event Trace (transaction SWEL) you can check if the event mailreceived of the workflow was created successfully. a) 2.

see task

Check for the successful execution of the rule you created. Therefore use the IC Manager application E-Mail Workbench. When working with business role IC Manager choose Managing Operations → Search → E-Mail Workbench Select e-mails using selection criteria From Date. Choose Search. The result list should contain a group specific entry. Observe column Organization. It should contain the value you maintained in the rule, in this case 50015676. Continued on next page

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Use the hyperlink to display e-mail details. Observe the assignment block Rules. Both actions should have execution status Yes. Go to the business workplace and check your inbox. You should find an unread document containing an automatic reply, corresponding to the mail form you assigned in the ERMS rule policy. a)

see task

Task 4: Intent Driven Interaction (Optional) Alert: Search for alerts, which could be displayed when a customer calls the agent. 1.

Logon to the IC WebClient with the IC_Manager business role. Select Process Modeling from the navigation bar and choose Search Alerts. Select English for the language search criteria and Reminder for the Name search criteria. Select the alert from the result list to examine its functionality. This alert just reminds the agent to wrap up the call and will navigate you to the Interaction Record when you click the alert hyperlink. a)

see task

Task 5: Intent Driven Interaction (Optional) Intent Driven Interaction Rule Policy: Create your own rule policy to raise the reminder alert, when a customer calls the agent. 1.

Select Process Modeling from the navigation bar and choose Create Rule Policy. Select the New button (

).

Choose Intent Driven Interaction (IC WebClient) from the Context dropdown box enter Z##_REMINDER for the policy name. On the next page, save your rule first (). a) 2.

see task

Select the entry Z##_REMINDER ( Business Roles table.

) and choose Add Entry from the


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Select your business role Z##Agent from the available business roles. You have to assign the right business role for which the rule should work. Select Add Entry from the IC Events table and choose BPConfirmed from the available IC Events. You have to assign the right IC Events to your policy you wish to work with later. Save your settings (). a) 3.

Select the entry Draft Rules ( ) and select the New button ( ) to create a rule folder sub node ( ) and add following in the details view: Name:

Z##_Reminder

Description:

Reminder Group ##

a) 4.

Name:

Z##_REMINDER_RULE

Description:

Reminder Rule for Group ##

)

see task

Select Add Entry from the Conditions table and enter following: Match:

If

Attribute:

Current Event

Operator:

Equals

Value:

Business Partner Confirmed

a) 6.

see task

Select the rule folder sub node ( ) and select the New button ( to create a new rule sub node ( ).

a) 5.

see task

see task

Select Add Entry from the Actions table and enter following: Continued on next page

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Action:

Trigger Alert

Alert Name:

REMINDER

Time Delay:

15 (seconds)

a) 7.

see task

Choose More from the Policy table and then select Check Draft Rules. Choose More again and then select Release Draft Rules. Save your policy again (). a)

8.

see task

Log off as IC Manager and log on to the IC WebClient as Z##AGENT. Search for account ID 3277 (Lisa Pearce) and confirm the account. After 15 seconds you will find your alert displayed in the upper middle of your screen. Choose the screen to navigate to the Interaction History view. Hint: While selecting the confirmation button to start the interaction with a customer, the IC WebClient raises a so called IC Event. In this case, the event is Business Partner Confirmed. You can choose from a wide range of IC Events like Category Changed or other User Interface events and you can run user specific rules on these events. It is also possible to define your own events within Customizing. a)

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Lesson Summary You should now be able to: • Understand how to define rule policies and rules within the rule modeler application • Explain the Alert Editor • Describe the details of different rule examples

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Unit Summary

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Unit Summary You should now be able to: • Describe how rule based routing is used by E-Mail Response Management System and Order routing • Understand the concept of Intent-Driven Interaction. • Use the rule modeler to configure policies and rules. • Understand how to define rule policies and rules within the rule modeler application • Explain the Alert Editor • Describe the details of different rule examples

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Unit 9 Category Modeler Unit Overview This unit introduces the Category Modeler, an application which used to allow multilevel categorization in service documents. Based on this categorization many functions within those documents can be triggered. For example, it is possible to use multilevel categorization to determine a service product in service request or to derive the responsible service team.


Describe how multilevel level categorization can be used in IC WebClient service transactions and activities. Use the category modeler to set up categories.

Unit Contents Lesson: Overview of Multilevel Categorization .............................246 Exercise 12: Multilevel Categorization...................................255 Lesson: Configuration of Category Modeler.................................261 Exercise 13: Categorization Schema and Application Areas .........265

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Lesson: Overview of Multilevel Categorization Lesson Overview Categorization of service transactions is important for analytical and operational purposes. Interaction Center WebClient includes category modeler and multilevel categorization to cover your business needs. This lesson explains multilevel categorization and its features.


Describe how multilevel level categorization can be used in IC WebClient service transactions and activities.

Business Example You are considering using the SAP CRM IC WebClient helpdesk for service transactions. The helpdesk business processes requires categorization of transactions for processing and to run analytics. So, you are interested in learning more about Multilevel Categorization features available in SAP CRM IC WebClient.

Multilevel Categorization Overview & Features

Figure 127: Multilevel Categorization: Category Modeler

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Lesson: Overview of Multilevel Categorization

The Category Modeler is part of the IC Manager role. The modeler is used to maintain categorization schema and assign related objects such as products, knowledge articles, and document/transaction, templates. •

•

• • • • •

Within the context of multilevel categorization, when you create a categorization schema, you can choose whether you want categories arranged hierarchically or by attributes. These are the two Forms of Categorization and are maintained in the Category Modeler. You define Search Queries for content analysis in the Category Modeler. Content analysis identifies (for a specified content) the categories that best suit this content and makes automatic category suggestions. Content analysis is used in the E-Mail Response Management System (ERMS) to analyze the content of inbound e-mails based on predefined search queries. The assignment of Service Products (containing Service Levels) allows utilizing a more elaborate SLA determination in service requests. Suggesting Knowledge Articles or Solutions (to Problems) in service transactions is possible once those objects are assigned to categories. The assignment of objects to categories in the Category Modeler enables automatic object suggestions. Category Modeler supports merging and importing of categorization schemas. You can set up authorizations to control access to the various functions of the Category Modeler.

Figure 128: Multilevel Categorization: Service Transactions

In the category modeler the categories are set up as a multilevel hierarchy.

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In the IC WebClient transactions like service tickets can be categorized based on this hierarchy. UI enhancements can be done to make more than four fields available in the IC WebClient UI as described in the IC WebClient Cookbook.

Figure 129: Multilevel Categorization: Features

Multilevel categorization enables you to flexibly design categorization, and to integrate the functions of auto suggest and content analysis in your applications. Multilevel categorization is available for the following applications (in varying scope): • • • • • • • • • • • •

248

Service orders Service order templates Confirmations Complaints In-house repair orders Service requests (incidents) Problems Requests for change Knowledge articles Case Management Interaction records E-Mail Response Management System (ERMS)


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Figure 130: Multilevel Categorization: Functions

The categorization of a transaction can be used to deliver some useful features: •

Automatic suggestion of knowledge articles: To automatically determine and suggest solutions that match the categories, you can assign knowledge articles to categories. For example, if the agent selects a category in a request for change, the assigned knowledge articles are suggested as a dialog box list. The agent can then add any of them to the request. Note: This function is available for the standard SAP CRM WebClient business transactions like Service Order, Service Request (Incident), Problem, Request for Change, and Knowledge Article.

•

Auto complete: To determine missing data and thus auto complete a service ticket, you can assign templates to categories, for example service order templates. When the agent selects the appropriate category in the service order, he or she can choose to transfer the data of the relevant service order template. . Note: This function is supported for the IC-specific business transactions Service Order, Complaint, and Service Ticket, as well as for the standard SAP CRM WebClient business transactions like Service Order, Complaint, Incident, Problem, and Request for Change.

•

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E-Mail standard responses: To automatically determine an appropriate e-mail form for a response to the customer, you can assign e-mail standard responses to categories. When you select a relevant category, the assigned standard responses are available in the e-mail editor, in the dropdown box for selecting standard responses.


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•

Auto suggest of category via products: To automatically determine categorization based on a reference product, you can assign products to categories. For example, if a corresponding product is selected in the service order as a reference object, the system automatically fills the categorization fields. Note: This function is available for the standard CRM WebClient business transactions like Service Order and Complaint, as well as for the IC-specific business transactions Service Order, Complaint, and Service Ticket.

•

Content analysis: To analyze the e-mail content and categorize the transaction assigned to the e-mail (in combination with ERMS), you can define search queries for content analysis and assign them to categories. Using search queries, incoming e-mails are analyzed in the ERMS, and default values for categories are determined. Activity templates: In Case Management, you can use activity templates that are linked to categories, to create additional activities and to link them to the case. Document templates: In Case Management, you can use document templates that are assigned to categories, to create documents from a case. Enhanced attributes: In Case Management you can assign enhanced attributes, to integrate time-based versioning at category level. Item determination: A service product that is required for billing, pricing, and service level agreement, is assigned to incidents and problems in the background. The item determination for the service product can be influenced by multilevel categorization, if required.

•

• • •

Note: This function is not available for service tickets. •

•

250

Determining related business transactions: This function is relevant for incidents, problems, and requests for change. In the SAP CRM WebClient UI, you can use the More pushbutton to determine related business transactions in which the same category is used. Analytics: Categorization data can be used for reporting and analyzing of interaction center transactions


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Figure 131: Multilevel Categorization: Suggest Knowledge Articles

Suggest Knowledge Articles will determine knowledge articles from the categorization schema for the selected category.

Figure 132: Multilevel Categorization: Find Knowledge Articles

Find Knowledge Articles finds knowledge articles, which have the same categorization on header level as a service request/incident, master service request/problem, or request for change.

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Figure 133: Multilevel Categorization: Interaction Record

Multi Level Categorization is not only available in service transactions in the IC WebClient as it can also be used for a multi level categorization of field Reason in the interaction records.

Figure 134: Multilevel Categorization: Multiple Categorization Blocks

It is possible to use multiple categorization blocks in service requests/incidents, master service Request / problem, request for change. Categorization schema is determined based on Transaction Type / Catalog Category combination. A maximum of 5 categorization blocks is possible (corresponding to 5 catalog categories).

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The component workbench is used to make this possible.

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Exercise 12: Multilevel Categorization Exercise Objectives After completing this exercise, you will be able to: • To run the category modeler tool. • To analyze a categorization schema.

Business Example You have to make yourself familiar with category modeler within the IC Manager role view.

Task 1: Categorization Schema 1.

Logon to the CRM WebClient UI with business role IC Manager.

2.

Navigate to Knowledge Management and search for Categorization Schema ID Z_IDES_PCSERVICE_TICKET with status active.

3.

Check the details of the Schema and observe the link between Categorization Schema and different Application Areas. Hint: Among others, the application area Service Ticket is assigned to subject profile PC Service Ticket (ZPCSERTIC). This subject profile is also assigned to the transaction type Service Ticket (ZST1) in the IMG Customizing of CRM transaction types. Transaction Type ZST1 is the IC WebClient Service Ticket transaction type (controlled via the business transaction profile). This way the categorization schema Z_IDES_PCSERVICE_TICKET is linked to the service ticket processing in the IC WebClient. But please note that the service ticket might no longer be the preferred transaction to document “Issues”. The mandatory link between a subject profile and a transaction type is not required when using Service Requests. In this case it is possible to link a categorization schema to a transaction type / catalog. An exercise will provide more details on this.


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Task 2: Categories 1.

Select one of the categories (for example, Printer) and expand it to examine all sub categories.

2.

Go to the Products table and examine which products are assigned to the category.

3.

Select one sub category (for example, Incorrect Printer Format) and go to table Problems and Solutions examine the provided problem and solution descriptions.

4.

Open up the IC WebClient with business role CR410 Demo Agent and maintain a Service Request. Compare the category tree of the category modeler to the categorization fields in the IC WebClient service request. In the IC WebClient, select the following categories and take a look at the messages displayed in the alert area. Category 1:

Printer

Category 2:

Ink or Toner

Category 3:

Horizontal Streaks

Expand the tree in the category modeler accordingly and mark the sub node CA_12 Horizontal Streaks or CA_11 Ink or Toner. Examine the corresponding entries in the Knowledge Article table. 5.

256

Back in the IC WebClient session of CR410 Demo Agent click one of the alert hyperlinks to navigate to the Knowledge Article Search view.


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Solution 12: Multilevel Categorization Task 1: Categorization Schema 1.

Logon to the CRM WebClient UI with business role IC Manager. a)

2.

Choose transaction WUI.

Navigate to Knowledge Management and search for Categorization Schema ID Z_IDES_PCSERVICE_TICKET with status active. a)

Choose following search criteria: Status:

Active

Choose the hyperlink from the search result list. 3.

Check the details of the Schema and observe the link between Categorization Schema and different Application Areas. Hint: Among others, the application area Service Ticket is assigned to subject profile PC Service Ticket (ZPCSERTIC). This subject profile is also assigned to the transaction type Service Ticket (ZST1) in the IMG Customizing of CRM transaction types. Transaction Type ZST1 is the IC WebClient Service Ticket transaction type (controlled via the business transaction profile). This way the categorization schema Z_IDES_PCSERVICE_TICKET is linked to the service ticket processing in the IC WebClient. But please note that the service ticket might no longer be the preferred transaction to document “Issues”. The mandatory link between a subject profile and a transaction type is not required when using Service Requests. In this case it is possible to link a categorization schema to a transaction type / catalog. An exercise will provide more details on this. a)

see task


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Task 2: Categories 1.

Select one of the categories (for example, Printer) and expand it to examine all sub categories. a)

2.

Go to the Products table and examine which products are assigned to the category. a)

3.

You can find the Products table on the right hand side of the screen.

Select one sub category (for example, Incorrect Printer Format) and go to table Problems and Solutions examine the provided problem and solution descriptions. a)

4.

see task

You can find the Problems and Solutions table also on the right hand side of the screen.

Open up the IC WebClient with business role CR410 Demo Agent and maintain a Service Request. Compare the category tree of the category modeler to the categorization fields in the IC WebClient service request. In the IC WebClient, select the following categories and take a look at the messages displayed in the alert area. Category 1:

Printer

Category 2:

Ink or Toner

Category 3:

Horizontal Streaks

Expand the tree in the category modeler accordingly and mark the sub node CA_12 Horizontal Streaks or CA_11 Ink or Toner.


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Examine the corresponding entries in the Knowledge Article table. a)

Open a new session and logon to the IC WebClient with business role CR410 Demo Agent (ZCR410ICAGNT). On the Identify Account screen enter 3277 (Ketiv Technologies) into the Account ID field. Confirm the account. Choose Service Request from the navigation bar. If necessary choose Service Request from the dialog box window. In the Categorization area of the Service Request select the following categories and take a look at the messages displayed in the alert area. Back in the IC Manager session expand the tree in the category modeler accordingly and mark the sub node CA_12 Horizontal Streaks or CA_11 Ink or Toner.

5.

Back in the IC WebClient session of CR410 Demo Agent click one of the alert hyperlinks to navigate to the Knowledge Article Search view. a)

Click the alert displayed in the context area to navigate to knowledge search view. Hint: Here you can find the problem description and corresponding solution, which is linked to the selected category in the category modeler.

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Lesson Summary You should now be able to: • Describe how multilevel level categorization can be used in IC WebClient service transactions and activities.

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Lesson: Configuration of Category Modeler

Lesson: Configuration of Category Modeler Lesson Overview This lesson covers how to use category modeler to set up categorization.


Use the category modeler to set up categories.

Business Example You are a consultant engaged on an SAP CRM implementation and you are responsible for implementing Multi Level Categorization and its functions. You are interested in learning the configuration and customizing possibilities using Category Modeler.

Configuration of Category Modeler

Figure 135: Category Modeler: Activate Categorization for Service Transactions

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All categories that belong to one hierarchy are maintained in the category modeler in one schema. The categorization schema is linked to a transaction type in the following ways: 1.

2.

Determination of categorization schema based on transaction type/catalog category combination: Used for service request, incident, problem, request for change, knowledge article Determination of categorization schema based on subject profile: Used for service order, complaint, activity, IC service ticket, service confirmation. Hint: See SAP Note 1266940 - “How to set Customizing for multilevel categorization” for more information.

Example of using subject profile-based determination: The transaction type ZHEL Service Ticket uses subject profile SRVT01, which is also assigned to the Category Modeler Schema for service tickets. Subject profiles are used to determine which catalogs, code groups, and codes are used by the transaction type. The next slide shows how the categories of a schema are assigned to the subject codes of a subject profile. The concept of subject profiles, catalogs, code groups, and codes is not further described here as it is a standard feature of CRM service transaction.

Figure 136: Category Modeler: Category Details

A categorization schema is assigned to an application area, for example, Service Ticket or Service Request / Incident.

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It is possible to create versions of a categorization schema. In order to use multilevel categorization within standard CRM transactions, it can be necessary to assign a subject profile to the categorization schema. Categories within a categorization schema are assigned to subject codes (Code, Catalog, Code Group). Within the details of a category it is possible to assign different elements, for example, standard responses or activity templates. In the IC WebClient the categories can be selected to categorize a transaction.

Figure 137: Item Determination Customizing

Item determination identifies the service product of the relevant line item for a business transaction, for example, an incident or a problem. The service product can be used to determine, for example, service contracts, service level profiles, billing information, and dates. When the agent saves a service request transaction, the system determines a service product based on multilevel categorization. If multiple service products are determined, the system chooses the product from the lowest-level category.

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The customizing settings required are: •

•

IMG → Customer Relationship Management → Transactions → Settings for Service Requests → Define Item Determination: To enable multi level categorization based item determination for a transaction type (for example service requests/incidents). IMG → Customer Relationship Management → CRM Cross-Application Components→ Multi Level Categorization→Assign Transaction Types to Catalog Categories: Map transaction types to catalog categories and activate item determination for the relevant catalog and transaction type combination.

Figure 138: Customizing of Multi-Level Categorization

This slide shows the main IMG Customizing transactions relevant for multi level categorization. In the categorization profile you control UI properties of categories in the IC WebClient Service transactions (SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Business Transaction → Define Categorization Profiles ). The applications areas control the behavior and functions available in the category modeler. SAP Customizing Implementation Guide → Customer Relationship Management → CRM Cross-Application Components → Multilevel Categorization → Define Application Areas for Categorization.

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Exercise 13: Categorization Schema and Application Areas Exercise Objectives After completing this exercise, you will be able to: • Create a new category schema using the copy function • Assign the categorization schema to a transaction type

Business Example You would like to understand how service request documents have to be set up so that it is possible to use multilevel categorization.

Task: Create a new transaction type ZT## (## Incident) and assign this transaction type to your business transaction profile Z##BTPROF. 1.

Copy the existing transaction type ITIN to ZT## (## Incident).

2.

Assign the newly created transaction type ZT## to your business transaction profile Z##BTPROF.

3.

Assign partner functions to your new transaction type. Copy the existing entry ITIN.

4.

Log on to the CRM WebClient UI with your business role IC AGENTS Group ##. Identify account ##Megastore and a contact person. From the navigation bar, choose Service Request. From the list of possible transaction types choose ## Incident (ZT##). Can you maintain categories?

5.

Make a necessary customizing setting, which will allow you to activate category maintenance based on the transaction type. Copy two existing entries, which have been maintained for transaction type ITIN. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → CRM Cross-Application Components → Multilevel Categorization → Assign Transaction Types to Catalog Categories


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Log on to the CRM WebClient UI with business role IC Manager. Copy the existing categorization schema ZCR410_COPY_ME to Z##CATSCHEMA (## Categorization Schema). Assign the application area Service Request / Incident with parameter Transaction type / Catalog Category and value ## Incident / Defect Locations / Object Parts. Hint: ## Incident is the short text of your transaction type ZT##!

7.

Log on to the CRM WebClient UI with your business role IC AGENTS Group ##. Identify account ##Megastore and a contact person. From the navigation bar, choose Service Request. From the list of possible transaction types choose ## Incident (ZT##). Can you maintain categories?

8.

Optional: If you would like to enable the second set of categories (Reason), find categorization schema ITSM REASON, create a new version and add the following entry in the assignment block Application Areas: Application ID

Service Request / Incident

Parameter

Transaction Type / Catalog Category

Value

## Incident Overview of Damage/Defects/Reasons

Change the validity and status properly and save the schema. Wait 2 minutes, log on to the CRM WebClient UI with your business role. Identify ##Megastore and create a ## Incident.

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Solution 13: Categorization Schema and Application Areas Task: Create a new transaction type ZT## (## Incident) and assign this transaction type to your business transaction profile Z##BTPROF. 1.

Copy the existing transaction type ITIN to ZT## (## Incident). a)

SAP Customizing Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types Find and select transaction type ITIN. Choose Copy As... Transaction Type: ZT## Description: ## Incident Save the data.

2.

Assign the newly created transaction type ZT## to your business transaction profile Z##BTPROF. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Business Transaction → Define Business Transaction Profiles Find and mark business transaction profile Z##BTPROF. In the structure tree, choose Dependent Business Transactions. Choose New Entries. Trans.Type: ZT##. Save your settings.


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Assign partner functions to your new transaction type. Copy the existing entry ITIN. a)

SAP Customizing Implementation Guide → Customer Relationship Management → Interaction Center WebClient → Business Transaction → Assign Partner Functions to Business Transactions Find and select entry ITIN. Choose Copy As... Trans.Type: ZT##. Confirm and save your settings.

4.

Log on to the CRM WebClient UI with your business role IC AGENTS Group ##. Identify account ##Megastore and a contact person. From the navigation bar, choose Service Request. From the list of possible transaction types choose ## Incident (ZT##). Can you maintain categories? a)

Log on with business role IC AGENTS Group ##. Find and confirm account: ##Megastore. Choose Service Request. Choose ## Incident. No, categories cannot be maintained. The dropdown list entries are inactive.


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5.

Make a necessary customizing setting, which will allow you to activate category maintenance based on the transaction type. Copy two existing entries, which have been maintained for transaction type ITIN. Hint: SAP Customizing Implementation Guide → Customer Relationship Management → CRM Cross-Application Components → Multilevel Categorization → Assign Transaction Types to Catalog Categories a)

SAP Customizing Implementation Guide → Customer Relationship Management → CRM Cross-Application Components → Multilevel Categorization → Assign Transaction Types to Catalog Categories Select both ITIN entries. Choose Copy As.... Trans.Type: ZT## (for both entries). Confirm possible warming messages via ENTER. Save your settings.

6.

Log on to the CRM WebClient UI with business role IC Manager. Copy the existing categorization schema ZCR410_COPY_ME to Z##CATSCHEMA (## Categorization Schema).


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Assign the application area Service Request / Incident with parameter Transaction type / Catalog Category and value ## Incident / Defect Locations / Object Parts. Hint: ## Incident is the short text of your transaction type ZT##! a)

Log on with business role IC Manager.

b)

Choose Knowledge Management → Search → Categorization Schemas Search for schemas, which are in Draft status. The result list should contain schema id ZCR410_COPY_ME.

c)

Select schema ZCR410_COPY_ME and choose the copy icon. Schema ID: Z##CATSCHEMA Name: ## Category Schema Description: ## Category Schema

d)

In the assignment block Application Areas choose New. Select Application ID = Service Request / Incident and assign Parameter = Transaction type / Catalog Category with Value = ## Incident / Defect Locations / Object Parts. In the General Data assignment block, change the Valid-From Date to Today. Set the Valid-From Time to plus 2 minutes from now. Set the Status to Released and save the categorization schema.

7.

Log on to the CRM WebClient UI with your business role IC AGENTS Group ##. Identify account ##Megastore and a contact person. From the navigation bar, choose Service Request. From the list of possible transaction types choose ## Incident (ZT##). Can you maintain categories? a)

Log on with business role IC AGENTS Group ##. Find and confirm account: ##Megastore. Choose Service Request. Choose ## Incident. Yes it is possible to maintain categories in the first set of dropdown lists (Subject). If necessary wait about 2 minutes until the schema becomes active. Continued on next page

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8.

Optional: If you would like to enable the second set of categories (Reason), find categorization schema ITSM REASON, create a new version and add the following entry in the assignment block Application Areas: Application ID

Service Request / Incident

Parameter

Transaction Type / Catalog Category

Value

## Incident Overview of Damage/Defects/Reasons

Change the validity and status properly and save the schema. Wait 2 minutes, log on to the CRM WebClient UI with your business role. Identify ##Megastore and create a ## Incident. a)

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Check the previous solutions for details.


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Lesson Summary You should now be able to: • Use the category modeler to set up categories.

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Unit Summary

Unit Summary You should now be able to: • Describe how multilevel level categorization can be used in IC WebClient service transactions and activities. • Use the category modeler to set up categories.

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Unit Summary

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Unit 10 IC Manager Functions Unit Overview This unit gives a brief overview of typical applications, which an interaction center manager uses.

Unit Objectives After completing this unit, you will be able to: •

Describe the standard delivered features for Interaction Center Management.

Unit Contents Lesson: Manager Functions ...................................................276 Exercise 14: Interaction Center Management – Call Lists ............281

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Unit 10: IC Manager Functions

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Lesson: Manager Functions Lesson Overview Interaction Center WebClient offers functionality for managers. This lesson covers these functions.


Describe the standard delivered features for Interaction Center Management.

Business Example You are a manager responsible for sales and service agents in a call center operation that uses SAP CRM Interaction Center WebClient. You want to learn more about the features and functions available to you.

Manager Functions

Figure 139: Interaction Center Management

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Lesson: Manager Functions

There are different main business areas for Interaction Center Management functions. • • • • •

Monitoring Operations Managing Operations Knowledge Management Process Modeling and Reports.

Figure 140: Broadcast Messaging

Broadcast messaging makes it possible for managers to create, preview, and send electronic messages to agents. The messages appear instantly on each agent’s Interaction Center (IC) screen. Managers can send messages. They can also: • • • • •

Define a priority, language, and expiration time for messages. Construct their own distribution lists for the messages they create. View sent messages. Activate or deactivate the display of their own incoming messages. Expired messages are logged. Managers and agents can view logged messages and their statuses at any time.

Example: A manager at a call center for San Francisco’s power provider is informed about an outage in section 14 of the power grid. She uses broadcast messaging to instantly send a message to all the contact center agents and other managers informing them of the outage.

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Figure 141: Interactive Script Editor

A function in the Interaction Center that allows managers to design step-by-step, campaign-specific scripts, and allows agents to execute these scripts whenever they need guidance during customer interactions. Agents use these scripts to guide them through each step of a customer contact and enter the customer’s responses in the script. The customer’s response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the Interaction Center (IC). Interactive scripting makes agents’ interactions with customers more consistent, which in turn improves the quality of a company’s customer interactions. Example: The travel agency that Josh works for is currently running a travel discount campaign to attract new customers. To be consistent with his presentation of this offer, he uses the script for this campaign that was created by his manager. When he calls a customer, all he has to do is launch the Summer Travel Discount script, read the questions to the customer, and enter the customer’s responses.

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Figure 142: Call List Status

Interaction Center (IC) supervisors use this process to manage and maintain call lists. After call lists are created, supervisors must maintain the call list assignment and activate the call lists in order for agents to be able to access and process them. In addition to these required activities, there are optional activities that supervisors can perform to further manage call lists. Examples include reassigning call lists to other agents or redistributing calls to other call lists, depending on the business needs. Predefined or custom search queries are available to help quickly select these calls. Call list statistics are also available to help monitor the call list progress.

Figure 143: Outgoing Calls: Create Call List

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Three options are available to create call lists: • • •

Manually in call list assignment From business partner calling hours From campaign management processing.

Figure 144: E-Mail Workbench

E-Mail Workbench – Features: Allows for quick, manual operations on e-mails by a response manager: • • • • • •

Search for e-mail Mass delete Manual mass reassignment to agents or organizational units Mass forward Recategorize Details for verification, correction, and analysis of automatic processing – – – –

280

Rules that have fired Categorization Fact base Automatic processing log.


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Exercise 14: Interaction Center Management – Call Lists Exercise Objectives After completing this exercise, you will be able to: • Create and execute a call list • Create and execute a broadcast message.

Business Example You have to make yourself familiar with the IC WebClient Manager functionality.

Task 1: Call List 1.

Call List Creation: Logon to the system and go to transaction CRMD_CALL_LIST (Generate Business Transactions and Call Lists). You can access this transaction from following path: SAP Menu → Interaction Center → Supporting Processes → Outbound Calling → Generate Business Transactions and Call Lists. Enter following details on the Call List Generation Screen: General: Transaction Type:

PCAL (Planned Outgoing Telephone Call)

Reason:

A003 - Customer Inquiry

Business Partner: Business Partner ID:

from 3200 to 3280

Mark checkbox:

Use Contact Relationship

Category:

BUR001 (Has Contact person)

Scheduling: Business Hours:

Calling Hours

Mark checkbox:

Create One Activity for each Call Time

Assignment: Mark checkbox:

Use profile Continued on next page

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Profile:

CR410

Telesales

Call list: Mark checkbox:

Generate Call List

Call List Type:

Outbound Telesales

Call List Title:

List for AGENT-##

Interaction Center:

50005430 (US Contact Center Colorado Springs)

Responsible User:

CRM-##

Organization:


2.

Choose Execute to generate the Call List.

3.

Call List Maintenance: Go to transaction CRMD_TM_CLDIST (Call List Maintenance). SAP Menu → Interaction Center → Supporting Processes → Outbound Calling → Call List Maintenance. Select your newly created call list and press the Activate button (

4.

).

Call List Execution: Logon to the IC WebClient with your business role Z##AGENT. Choose Call Lists from the navigation bar and select a call list from the list. Choose Display Calls and select one prospect from the second list on the right hand side. Hint: The account and the corresponding contact person are displayed on the top of your screen. You will see, that the account has been confirmed automatically when you navigate to the Account Identification screen. Choose Dial from the toolbar to place the call. Hint: You can see the dialing information on the very left of the screen. Hang up the call and end the interaction. Choose button Hang Up from the toolbar. Choose button End from the toolbar. Continued on next page

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5.

Check your progress of the call list execution. Navigate back to the Call Lists navigation bar entry. Hint: You can see the progress of your call list in the Progress column.

Task 2: Broadcast Messaging 1.

Broadcast Message Execution: Logon to the CRM Web UI and choose Business Role IC Manager. Choose Create Broadcast Messaging from the Managing Operations navigation bar entry.

2.

On the Profile Selection tab, mark the profile Broadcast Pro ( ) and save this profile As Default. Select button Save as Default. You have to restart the broadcasting application to use the default profile. Therefore navigate back to the Home navigation bar entry. Restart the broadcasting application by selecting Create Broadcast Message from the Managing Operations navigation bar entry.

3.

On the Maintain Distribution Lists tab, create a new distribution list with name Z##AGENT. Choose New from the Select Distribution List drop down list. Enter Z##AGENT in the Create field and press button Go. On the bottom of the page add your user CRM-## to the new distribution list. You can use the F4-Help () to search for your user or type the name directly into the input field. Choose button Go.

4.

Go the Send Message tab and send a message to the newly created distribution list. Select the distribution list Z##AGENT from the To Distribution List drop down list. Set the Duration to 10 minutes. Enter a Message Text: e.g. “ Team Meeting today a 1 pm ”.

5.

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Broadcast Message Consumption: Logon to the IC WebClient and choose your Business Role Z##AGENT. Continued on next page


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Examine your newly created Broadcast Message on the IC WebClient UI. Hint: You can see your newly created broadcast message on the very bottom of your screen.

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Solution 14: Interaction Center Management – Call Lists Task 1: Call List 1.

Call List Creation: Logon to the system and go to transaction CRMD_CALL_LIST (Generate Business Transactions and Call Lists). You can access this transaction from following path: SAP Menu → Interaction Center → Supporting Processes → Outbound Calling → Generate Business Transactions and Call Lists. Enter following details on the Call List Generation Screen: General: Transaction Type:

PCAL (Planned Outgoing Telephone Call)

Reason:

A003 - Customer Inquiry

Business Partner: Business Partner ID:

from 3200 to 3280

Mark checkbox:

Use Contact Relationship

Category:

BUR001 (Has Contact person)

Scheduling: Business Hours:

Calling Hours

Mark checkbox:

Create One Activity for each Call Time

Assignment: Mark checkbox:

Use profile

Profile:

Telesales

Call list: Mark checkbox:

Generate Call List

Call List Type:

Outbound Telesales

Call List Title:

List for AGENT-##


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Interaction Center:


Responsible User:

CRM-##

Organization:


a) 2.

see task

Choose Execute to generate the Call List. a)

3.

CR410

Choose Execute (

) to generate the Call List.

Call List Maintenance: Go to transaction CRMD_TM_CLDIST (Call List Maintenance). SAP Menu → Interaction Center → Supporting Processes → Outbound Calling → Call List Maintenance. Select your newly created call list and press the Activate button ( a)

).

Select your newly created call list and press the Activate button (

).

Choose Run Synchronuosly. 4.

Call List Execution: Logon to the IC WebClient with your business role Z##AGENT. Choose Call Lists from the navigation bar and select a call list from the list. Choose Display Calls and select one prospect from the second list on the right hand side. Hint: The account and the corresponding contact person are displayed on the top of your screen. You will see, that the account has been confirmed automatically when you navigate to the Account Identification screen. Choose Dial from the toolbar to place the call. Hint: You can see the dialing information on the very left of the screen. Hang up the call and end the interaction. Choose button Hang Up from the toolbar. Choose button End from the toolbar. a)

see task Continued on next page

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5.

Check your progress of the call list execution. Navigate back to the Call Lists navigation bar entry. Hint: You can see the progress of your call list in the Progress column. a)

see task

Task 2: Broadcast Messaging 1.

Broadcast Message Execution: Logon to the CRM Web UI and choose Business Role IC Manager. Choose Create Broadcast Messaging from the Managing Operations navigation bar entry. a)

2.

see task

On the Profile Selection tab, mark the profile Broadcast Pro ( ) and save this profile As Default. Select button Save as Default. You have to restart the broadcasting application to use the default profile. Therefore navigate back to the Home navigation bar entry. Restart the broadcasting application by selecting Create Broadcast Message from the Managing Operations navigation bar entry. a)

3.

see task

On the Maintain Distribution Lists tab, create a new distribution list with name Z##AGENT. Choose New from the Select Distribution List drop down list. Enter Z##AGENT in the Create field and press button Go. On the bottom of the page add your user CRM-## to the new distribution list. You can use the F4-Help () to search for your user or type the name directly into the input field. Choose button Go. a)

4.

see task

Go the Send Message tab and send a message to the newly created distribution list. Continued on next page

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Select the distribution list Z##AGENT from the To Distribution List drop down list. Set the Duration to 10 minutes. Enter a Message Text: e.g. “ Team Meeting today a 1 pm ”. a) 5.

see task

Broadcast Message Consumption: Logon to the IC WebClient and choose your Business Role Z##AGENT. Examine your newly created Broadcast Message on the IC WebClient UI. Hint: You can see your newly created broadcast message on the very bottom of your screen. a)

288

see task


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Lesson Summary You should now be able to: • Describe the standard delivered features for Interaction Center Management.

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Unit Summary

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Unit Summary You should now be able to: • Describe the standard delivered features for Interaction Center Management.

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Course Summary

Course Summary You should now be able to: • • •

Develop a detailed, hands-on understanding of the CRM Interaction Center WebClient functionality Get sound knowledge of the technical landscape and architecture of the Interaction Center WebClient Deepen the Interaction Center WebClient configuration knowledge for different business uses.

Related Information SAP Help Portal: http://help.sap.com/ SAP Best Practices: http://service.sap.com/bestpractices/ SAP Online Knowledge Products (Ramp-up Knowledge Transfer - Customer Relationship Management): http://service.sap.com/rkt-crm SAP Developer Network (SDN): SAP SDN CRM Interaction Center Forum: https://forums.sdn.sap.com/forum.jspa?forumID=243 SAP SDN CRM Blogs: https://www.sdn.sap.com/irj/scn/weblogs?blog=/weblogs/topic/89 SAP SDN CRM Business Process Exchange Community: https://www.sdn.sap.com/irj/bpx/crm SAP SDN CRM Official Wiki: https://wiki.sdn.sap.com/wiki/display/CRM Social: SAP CRM Official Twitter: http://twitter.com/sapcrm SAP CRM Official YouTube Channel: http://www.youtube.com/sapcrmtv • • • • • • • •

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759923 Frequently Asked Questions about IC WebClient 940882 Frequently Asked Questions about ERMS 882653 Frequently Asked Questions about Agent Inbox 1118231 Supported user interfaces for SAP CRM 981710 Support for Microsoft Internet Explorer 7.0 1115493 CRM Web UI: Mandatory SICF services for CRM framework 992848 Mandatory ICF nodes for CRM WebClient UI Framework 717921 Required JRE version for IC WebClient, BMS, and ISE


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Index A Account Identification, 14, 108 Account Identification Profile, 112 Agent Inbox, 17, 173 Alert Icons, 223 Alert Modeler, 222

K Knowledge Article, 56

L Leads, 31

B

M

Business Roles, 97 Business Transaction Profile, 129

Multi Sessioning, 151

C

P Problems, 73 Product Proposals, 40

Call Lists, 29 Category Modeler, 247 Communication-Enabled Business Processes, 151 Complaint, 49

R

E

S

Request for Change, 77 Rule Modeler, 204 Rule Policy, 212

Fact Base for Alerts, 224 Function Profiles, 98

Service Order, 49 Service Request, 49 Service Ticket, 49 SLA Determination Procedure, 52

I

T

IC Events, 220 Incidents, 70 Intent-Driven Interaction (IDI), 209

Themes for Alerts, 222

ERMS, 206

F

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Interaction Record, 15, 127 Interactive Scripting, 30 Item Determination, 263


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Index

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Feedback SAP AG has made every effort in the preparation of this course to ensure the accuracy and completeness of the materials. If you have any corrections or suggestions for improvement, please record them in the appropriate place in the course evaluation.

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