by Sreekar Reddy Pula, Senior SAP CRM Consultant, The Principal Consulting, Inc.
CRM Expert - Volume 7 (2011), Update 10

Use an enhanced Business Add-In (BAdI) to automate the process of scheduling successfully executed actions in the action job monitor. This process is not available in standard SAP, as rescheduling all successfully executed actions affects performance. Save time by not having to open each document manually and reschedule it for further execution, and avoid performance issues by only rescheduling specified actions.

by Sourabh Chugh, Senior CRM Consultant, SAP Australia
CRM Expert - Volume 7 (2011), Update 10

Learn how to quickly integrate new or existing SAP Interactive Forms with CRM One Order Framework service objects.

by Dr. Rüdiger Göbel, Senior Consultant, ecenta AG
CRM Expert - Volume 7 (2011), Update 9

Multilevel categorization allows you to determine response times based on categories of issues instead of focusing on abstract priority values. Learn how to extend Service Level Agreement (SLA) determination by multilevel categorization through customization. You can determine the SLA profile based on a category or subcategory of the service request and you can establish response times based on the reason for the customer inquiry. You can enable this solution without coding in standard SAP CRM.

by Bettina Giese, Product Expert, SAP CRM
CRM Expert - Volume 7 (2011), Update 8

Learn about use cases and technical features of the service request, based on CRM 7.0 and SAP enhancement package 1. Understand which use cases the service request is suited for and how it differs from other service transactions, such as the service ticket.

by Ilan Blecher, Solution Principal, SAP Mobile, ecenta AG, and Sebastian Angerer, Consulting Manager EMEA, ecenta AG
CRM Expert - Volume 7 (2011), Update 7

Learn how to develop mobile applications using Sybase Unwired Platform and understand the concepts of SAP mobility as well as prerequisites for a successful deployment. Get an overview of the platform’s architecture, learn how to install and configure the platform, and see how to develop your first application. Learn some tips and tricks for the successful development of an application for Apple devices.

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 Dr. Gaetano Altavilla, Certified Senior SAP Solutions Architect, Instructor, Project Manager, and Team Leader
CRM Expert - Volume 7 (2011), Update 3

Learn how to define and update your company’s organizational model in SAP CRM and how to define organizational data determination, all of which form the base to process many transactions.

by Vishal Mani, Lead Consultant, and Bhanupratap Singh, Consultant, Infosys Technologies, Ltd.
CRM Expert - Volume 7 (2011), Update 3

Learn how to use email forms in the Email Response Management System to reply to customer queries and complaints. Find out how to monitor those responses more efficiently via tracking text, which enables email linking to the appropriate service transaction.

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 Elaina M. Herber, Sr. Manager Business Development — CTI Practice, ecenta America, Inc.
CRM Expert - Volume 6 (2010), Update 2

Achieve cost savings and increased customer service efficiency with self-service scenarios in the SAP Business Communications Management (SAP BCM) Interactive Voice Response System (IVR). Learn how it can help your customers quickly check account balances, activate or deactivate accounts, and make a payment. Self-service scenarios also help you reallocate and refocus your customer service agents on more high-priority tasks that require human intervention.