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Related Resources - Interaction Center
Articles
by Susana Messias, SAP CRM Consultant, BBKO Consulting
CRM Expert - Volume 7 (2011), Update 5 While implementing SAP CRM sales and service functionalities, process owners always want to capture the main milestone dates in which a process is executed. Typically, these dates are integrated with a change of business transaction status. SAP CRM offers both date and status configuration; however, it does not offer a functionality that allows a date determination based on a status change. Find out how to capture the current date on a specific date type for a business transaction based on a status change. Using this technique, you can capture important process milestones in customer service and other activities.
by Heber Olivar Silva, SAP CRM and BCM Consultant, BBKO Consulting
CRM Expert - Volume 7 (2011), Update 4 Get a detailed, step-by-step configuration of the interactive voice response functionality available in SAP Business Communications Management to collect customer data. Then, by using computer telephony integration, SAP CRM can automatically identify a customer who is calling, which reduces the average wait and handling times and improves the customer’s experience when contacting an interaction center.
by Glenn Abel, President, Covington Creative, LLC
CRM Expert - Volume 7 (2011), Update 2 Learn the steps to configure communication-enabled business processes in SAP CRM Interaction Center, which can decrease delays to critical processes if a particular employee is unavailable for a client.
by Olivier Lempert, Senior Consultant, ecenta AG
CRM Expert - Volume 7 (2011), Update 1 Learn in a few steps how to display or hide agents’ phone numbers as they call specific CRM business partners using integration between SAP CRM and SAP Business Communications Management. The changes you need to make involve marketing attributes, a modification of the business partner’s phone number before it reaches the dial pad, and specific routing rules in SAP Business Communications Management and in the gateway.
by Matthias Galley, Senior SAP CRM Consultant, ecenta America Inc.
CRM Expert - Volume 6 (2010), Update 9 Learn how to increase your call center agent’s efficiency by using the event handler table to support the campaign/coupon entry process on the line item level. This little trick speeds up the coupon entry process and makes it more flexible compared to standard functionality. This enhancement reduces the order capturing time and improves the customer experience, leading to higher customer satisfaction.
by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP and Frank Bregulla, SAP Germany
CRM Expert - Volume 6 (2010), Update 8 Interaction Center (IC) alerts messages provide IC agents with real-time, context-specific information, guidance and assistance (such as notifications for open customer orders), suggested solutions, and cross-sell and up-sell offers. One of the most powerful features of IC alerts is the ability to include dynamic content using FactBase attributes, which are variables inserted into the alert at runtime based on values stored and retrieved from an XML document called the FactBase. While SAP delivers many standard FactBase attributes, it is sometimes necessary to create your own custom FactBase attributes, and this article will show you how to do this.
by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP and Renee Wilhelm, SAP Solution Management, SAP Interaction Center & Social CRM, SAP
CRM Expert - Volume 6 (2010), Update 7 One of the most common — and most costly — issues facing large organizations today is keeping customer master data accurate and clean. Duplicate customer records and other dirty data produce a fragmented view of the customer and can cost organizations millions of dollars annually. Learn how to enable address validation and duplicate checks in the Interaction Center coupled with SAP BusinessObjects Data Quality Management to avoid creating duplicate and inaccurate customer master data.
by Tobias Scheele, Senior Consultant and Project Manager, and Sebastian Angerer, Senior Consultant and Solution Architect, ecenta AG
CRM Expert - Volume 6 (2010), Update 7 See how you can enable the transfer of call attached data to the interaction record, which allows your agents to easily access call-relevant information. Learn how to reduce call processing time by defaulting input fields with values the telephony environment collects automatically.
by Dietmar Bohn, Dr. Ralf E. Strauss, Dominik Feiden, Param Kahlon, and Dr. Tim Bolte, SAP
SAPinsider - 2010 (Volume 11), January (Issue 1) With 2009 behind them, SAP customers have questions on how to pick up the pieces of the economic recession and proceed with a solid, customer-facing strategy. Find the answers in this panel discussion from five leading CRM executives at SAP.
by Sanjeet Mall, SAP AG
SAPinsider - 2010 (Volume 11), January (Issue 1) Uncover long-term benefits of creating and supporting an adaptive, customer-centric call center and planning and executing a killer sales force automation strategy while working with a reliable technology partner.
Books
This is a must-have resource for anyone interested in learning how to optimize and maximize the SAP CRM Interaction... If you're searching for a customer relationship management tool to help you achieve customer-driven growth and the... Learn what customer relationship management with SAP If you're considering an SAP CRM implementation, this insightful book will give you and your project team the... This book is your must-have companion for the administration of SAP MaxDB. It discusses useful principles, provides a...
White Papers
Technological and social change is having an ever greater effect on the workplace and providing serious challenges to the HR department. Interactive communication tools along with existing means of...
Companies have armed themselves to the hilt with all kinds of security automation tools, yet breaches still continue. Ever wonder why? Too much time has been spent just hardening the perimeters, leaving ...Do you have questions about whether EWM is right for your company? Perhaps you wonder about the internal resource requirements for an EWM implementation. The industry experts at New Course are offering ...In this exclusive podcast, BI 2013 speaker and SAP Press author Dr. Berg of Comerit provides his expert insights on how to migrate SAP NetWeaver BW to SAP HANA most efficiently. Topics include:
In this exclusive podcast BI 2013 speaker Dr. Berg of Comerit discusses the latest best practices for developing dashboards in the SAP environment. Topics covered in this podcast include:
In this IDC White Paper, we discuss some of the key trends taking place in the enterprise mobility landscape today, such as consumerization of IT, the mobile application explosion, and cloud computing. ...This SAP-SAPinsider conference session, recorded at PLM 2013 in Las Vegas, steps through real-world examples from SAP® customers who have instituted standard enterprise project and portfolio management ...Whatever your business’s goal — whether it is delivering exceptional customer experiences, optimizing the supply chain, improving procurement processes, growing talent, maximizing operating capital, ...Now more than ever, the speed with which corporations can make financial decisions has a direct impact on bottom-line profits. However, several factors can hinder the ability to make these kinds of ...In this whitepaper, Forrester shares the insights of over 60 companies, vendors, and mobile experts. Learn how mobility is the manifestation of a shift to new systems of engagement, and why the first ...
Multimedia
This course provides tools, guidelines, and best practices for teams that model, monitor and optimize SAP-based...
This course provides 13+ hours of expert advice to build, customize, generate, format, and distribute financial...
This course provides updated strategies, best practices, and comprehensive education on how to configure, utilize,...
Get expert guidance for utilizing SAP financial ledgers, the new GL, training users, and for optimizing SAP FI in...
This multimedia training course provides expert guidance for getting the most out of costing, planning, and...
Blogs
By Amy Thistle on May 23, 2013
The following tip comes from a presentation that Christian Elgaard, Implement Consulting Group, will be presenting at CRM 2013, 11-13 June in Amsterdam.
Explore strategies and best practices t More...
By JohnBurton on January 21, 2013
If you haven’t realized by now, one of the truly wonderful thing about SAP CRM is that it is flexible enough to let you customize the heck out of the system to support your own unique business p More...
By Amy Thistle on January 15, 2013
This CRM tip comes courtesy of Bhanu Sistla, Deloitte, who is speaking at our CRM 2013 event, March 5-8 in Las Vegas, NV!
Steps to Call Back-End RFC Using Java Connector (SAP JCo)
1. Create a Custom More...
By Amy Thistle on April 25, 2012
Hello from CRM 2012 in Praha, aka the City of Spires.
During jumpstart day yesterday we saw about 200 of our conference attendees get up to speed on CRM functionality and what every CRM customer need More...
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