cr410 ic web client 2

CR410CRM Interaction Center WebClient

SAP CRM

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

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

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Copyright © 2011 SAP AG. All rights reserved.

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

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About This Handbook CR410

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iv © 2011 SAP AG. All rights reserved. 28-02-2011

ContentsCourse Overview ......................................................... vii

Course Goals .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viiCourse Objectives ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

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

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

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

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

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

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

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

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

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Contents CR410

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

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

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

vi © 2011 SAP AG. All rights reserved. 28-02-2011

Course OverviewContent:

• 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 AudienceThis course is intended for the following audiences:

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

Course PrerequisitesRequired Knowledge

• This course requires SAP CRM Solution Overview (course SAPCRM) andSAP 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), andMarketing (CR600).

Course GoalsThis course will prepare you to:

• Work as an SAP CRM consultant specializing in Interaction CenterWebClient

• Implement SAP CRM Interaction Center WebClient scenarios.

Course ObjectivesAfter completing this course, you will be able to:

• Develop a detailed, hands-on understanding of the CRM Interaction CenterWebClient functionality

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Course Overview CR410

• Get sound knowledge of the technical landscape and architecture of theInteraction Center WebClient

• Deepen the Interaction Center WebClient configuration knowledge fordifferent business uses.

SAP Software Component InformationThe information in this course pertains to the following SAP Software Componentsand releases:

• SAP CRM 7.0• SAP CRM SAP EHP1 for SAP CRM 7.0

viii © 2011 SAP AG. All rights reserved. 28-02-2011

Unit 1Interaction Center WebClient

Overview

Unit OverviewThe CRM Interaction Center provides you with tools to help you ensure efficientand consistent customer service by collaborating and communicating with yourcustomers over various channels. It supports agents and managers who areinvolved with the interaction center.

Agents can handle inbound or outbound service, sales, or marketing transactionsusing the phone, e-mail, fax, or the Web. They can process business transactionssuch as quotations, sales tickets and service tickets, and enhance their productivityby using alerts, scripting, and a solution search. All relevant account informationis available to them in one location, such as account data, order status, andproduct-related information.

Managers can access administration, maintenance, and reporting tools, ensuringoptimized and efficient interaction center operations. For example, they canforecast, schedule, and monitor their staff, adjust workflow and routing rules,monitor inbound and outbound interactions, and view analytics to make strategicdecisions for the interaction center.

This unit gives a high level overview of the SAP CRM Interaction Center.

Unit ObjectivesAfter completing this unit, you will be able to:

• Describe how the Interaction Center is integrated in SAP CustomerRelationship Management

• Define the main Interaction Center business scenarios• Give an overview of the main Interaction Center WebClient features.

Unit ContentsLesson: IC WebClient Overview ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

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Unit 1: Interaction Center WebClient Overview CR410

Lesson: IC WebClient Overview

Lesson OverviewThis overview lesson describes Interaction Center WebClient features andscenarios while explaining how it is integrated in the SAP CRM solution.

Lesson ObjectivesAfter completing this lesson, you will be able to:

• Describe how the Interaction Center is integrated in SAP CustomerRelationship Management

• Define the main Interaction Center business scenarios• Give an overview of the main Interaction Center WebClient features.

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

Interaction Center WebClient Overview

Figure 1: SAP CRM Interaction Center

2 © 2011 SAP AG. All rights reserved. 28-02-2011

CR410 Lesson: IC WebClient Overview

The Interaction Center WebClient, as part of SAP Customer RelationshipManagement (SAP CRM), provides you with tools to help you ensure efficientand consistent customer service by collaborating and communicating with yourcustomers over various channels. It supports agents and managers who areinvolved with the interaction center.

Agents can handle inbound or outbound service, sales, or marketing transactionsusing the phone, e-mail, fax, or the Web. They can process business transactionssuch as quotations, sales tickets and service tickets, and enhance their productivityby using alerts, scripting, and a solution search. All relevant account informationis available to them in one location, such as account data, order status, andproduct-related information.

With SAP EhP1 for SAP CRM 7.0 new scenarios from the SAP Shared ServiceFramework solution are delivered. These scenarios require the SAP CRMInteraction 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 witha minimum of clicks. It provides the guidance and agent support necessary toensure a consistent and positive customer experience.

The upper part of the screen shows the current customer being serviced, and alsoprovides controls relevant to the communication channel being used, whethertelephony, e-mail, or chat. There are also areas to show messages to the agentrelevant to the current interaction.



The lower part of the screen is a workspace that displays fields and controlsrelevant to the current interaction, whether it is taking an order, checking on thestatus of a shipment, handing a service or technical support inquiry, or making anoutbound telemarketing call.

Along the left column, there are configurable navigation controls enabling anagent 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 tobe intuitive and powerful at the same time. Agents have access to the followingfeatures at all times:

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



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 instantmessaging to allow users to communicate with colleagues.

Users can also make a telephone call, send e-mail, or send CRM contextdata, for example account or interaction record data, via instant messagingconversations.

Instant messaging enables more efficient and effective interactions withinthe organization, allowing IC agents to seek help and expertise form otheragents (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:

• Telephone: incoming and outgoing calls, routing, call lists, CTI (computertelephony integration) connection

• E-Mail, fax, SMS



In IC WebClient you can control which of these functions are used by individualagents, agent groups or entire call centers by assigning individually configuredbusiness roles.

A business role can be considered the successor of the IC WebClient profile.

Business roles have been introduced with the Unified User Interface (CRMWebClient UI) starting with release SAP CRM 2006s.

Figure 5: Interaction Center Management

The IC Management business scenario provides a single point of access forinteraction center (IC) managers to ensure the IC is optimized and efficient.Tools are provided for managers to make informed decisions, to react quickly tochanging 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) whichcontains the necessary content (applications) to work as an interaction centermanager.

Some of the functions mentioned on the slide above will be explained in moredetail later in this course.



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.


Unit Summary CR410

Unit SummaryYou 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.


Unit 2Agent Functions

Unit OverviewThis unit introduces the SAP CRM Interaction Center WebClient UI. Mainelements of the agent’s desktop, the front office screen, as well as some basicwork centers are introduced.


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

Unit ContentsLesson: Front Office Screen Components .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Exercise 1: Settings and Agent Functions ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19


Unit 2: Agent Functions CR410

Lesson: Front Office Screen Components

Lesson OverviewThe agents’ front office screen is broken down into components and explained inthis lesson. Some of the main functions available to the agent are also explained.


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

Business ExampleYou are considering enabling your organization’s front office with SAP CRMInteraction Center. You want to learn more about the user interface availableto 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 inthe business documents at any time.


CR410 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) managersto be triggered by certain events in the system.

Communication information shows information from the communicationmanagement 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 thesystem messages area.

You can maintain business transactions such as sales and service orders, startcall 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 betweendifferent screens.

Broadcast messaging allows managers to immediately broadcast information toagents by sending out an electronic message that appears instantly on each agent’sIC interface.

Instant messaging allows transferring text messages and CRM context informationacross all communication enabled business roles.

The queue status displays the channels and queues to which you are assigned.

Figure 7: Context Area



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 asstandard SAP CRM header area links such as Personalize and Help Center.

• Context area components, such as the scratch pad, alerts area, communicationtoolbar, account information, and toolbar buttons.

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

Figure 8: Navigation Bar and Index

The navigation bar is a persistent area in the Interaction Center WebClient used forquick and easy access to the most commonly used transactions. Each transactionis a hyperlink that opens the function.

The navigation bar is integrated with the index. Agents can call additionalapplications from the index, for example, Personalization options of the SAPCRM WebClient UI.

The navigation bar contains the most commonly used applications / functions inthe 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.



Figure 9: Scratch Pad

The scratch pad is a temporary workspace in the Interaction Center WebClientthat agents use as an electronic notepad to store miscellaneous information duringan 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.



Figure 10: Account Identification

Account Identification allows agents to search for, identify, display, change andcreate 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.

• Late Account Identification allowing to confirm an account and executepartner determination after a business transaction has already been created.

• Mixed B2B / B2C Scenario. Allows agents to search for both consumers andcontact 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.



The account Identification screen allows to:

• search for accounts, contact persons and employees in both B2B, B2C andSSC 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-mailis created.

Interaction timestamps can be stored inside the interaction record, for exampleinteraction 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 interactionrecord.

The agent can categorize the interaction record using multilevel categorization.

Technically interaction records are CRM business transactions (activities). Theyare configured using basic transaction settings and transaction related settings,which are introduced in course CR100.



Figure 12: Interaction History

The interaction history contains a search area and an overview of businesstransactions that exist for a customer. Agents can search for business transactionsusing 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 theaccount 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.

– Search criteria include date, business transaction categories, data entryperiod, transaction number, description, and transactions for a specificcustomer.

– You can combine these search criteria in any way you wish by simplymaking entries in the required fields.

• Display search results in a list.• Branch into the interaction record for single business transactions.



Figure 13: Agent Inbox

The Agent Inbox is a virtual queue shared by agents in the same organizationunit 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 oneof the following units.

Figure 14: Business Processes in the IC WebClient



Telemarketing executes marketing campaigns by coordinating call lists and scriptswith agents and outbound dialers.

Scripts and surveys guide agents through the communication with the businesspartners and support the qualification of leads.

Telesales includes both inbound and outbound order processing supported byproduct proposals such as top-n products and cross-selling. Besides sales ordersquotations, value and quantity contracts can be maintained.

Customer Service enables help desks to manage cases and complaints for customerservice and support situations.

The SAP CRM Interaction Center offers a full set of service capabilities to resolvecustomer inquiries.

• The knowledge search helps agents to find and pass a solution to customersby phone, e-mail, or chat.

• Warranty determination is included into complaints and service orders.Complaint management allows you to trigger follow-up actions like returnprocessing and in-house repair, subsequent deliveries free of charge, andcredit memos.

• Agents can check entitlements, understand what products, and services thecustomer has, and schedule appointments based on time preferences of thecustomer and qualification and availability of service technicians.



Exercise 1: Settings and Agent Functions

Exercise ObjectivesAfter 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 ExampleYou have to make yourself familiar with the CRM WebClient UI.

Note: From now on, please replace the wildcards ## with your individualgroup 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 transactioneasier.

1. Add transactionWUI to your Favorites folder.

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

Task 2:Call the Favorite Start the WebClient UI to launch the CRMWebClient UI. Dueto multiple assignments in the organizational model, you can choose from severaldifferent 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 thePersonalize link on the top-right corner of the header or selecting Index→ Personalization from the navigation bar and choose the skin SignatureDesign.

2. Optional: You can also choose other personalization options, for exampleenable the preview of new messages above the message bar. Thereforechoose Personalize Settings.

Continued on next page



Task 3:Incoming Call in the Interaction Center WebClient

1. There is an incoming phone call from Peter ##Finger. Identify and confirmthe 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 noother account is announced.

2. Retrieve additional information for business partner ##Megastore from theAccount Overview.

Hint: The Index can be used to provide access to applications, whichare not needed frequently and hence are not part of the navigation bar.

Select Index from the navigation bar and then Account Overview.

3. Observe that the agent can also access the Account Fact Sheet.

4. Sales:

Peter ##Finger is interested in buying a notebook HT-1010. Thereforemaintain a sales order.

Check if the sales transaction was added to the current interaction withPeter ##Finger.

At the end of the communication process select End to save the transactiondata 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 displayingError 190.

Before you start processing any business transaction or process you wantto store the information given by the customer. For this purpose, open thescratch 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.



Solution 1: Settings and Agent FunctionsTask 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 transactioneasier.

1. Add transactionWUI 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 toaccess a number of Interaction Center specific Customizing activities.

a) Choose the menu path Favorites → Insert transaction.

Transaction Code: CRM_IC_IMG.

Confirm the data.




Task 2:Call the Favorite Start the WebClient UI to launch the CRMWebClient UI. Dueto multiple assignments in the organizational model, you can choose from severaldifferent 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 thePersonalize link on the top-right corner of the header or selecting Index→ Personalization from the navigation bar and choose the skin SignatureDesign.

a) Double-click the Favorite CRM WebClient UI that you have justcreated.

b) Log on with the CRM SAP GUI user/password/language (ask yourinstructor).

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.

2. Optional: You can also choose other personalization options, for exampleenable the preview of new messages above the message bar. Thereforechoose Personalize Settings.

a) Choose Personalize Settings.

Set the corresponding flag and save the settings.




Task 3:Incoming Call in the Interaction Center WebClient

1. There is an incoming phone call from Peter ##Finger. Identify and confirmthe 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 noother account is announced.

a) Select Account Identification from the navigation bar.

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

c) Click Confirm.

2. Retrieve additional information for business partner ##Megastore from theAccount Overview.

Hint: The Index can be used to provide access to applications, whichare not needed frequently and hence are not part of the navigation bar.

Select Index from the navigation bar and then Account Overview.

a) Index → Account Overview

3. 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. Thereforemaintain a sales order.

Check if the sales transaction was added to the current interaction withPeter ##Finger.




At the end of the communication process select End to save the transactiondata and to terminate the contact.

a) Select Sales Order from the navigation bar.

Items table:

Product ID: HT-1010

Quantity: 1

RequestedDate:

today + 1 week

Choose End to end the call.

b) Select Interaction Record from the navigation bar.

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

5. Service: Knowledge Search: A few days later Peter ##Finger calls again.He is reporting that the notebook sometimes shuts down after displayingError 190.

Before you start processing any business transaction or process you wantto store the information given by the customer. For this purpose, open thescratch 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 toidentify and confirm Account ##Megastore again.

Type Notebook: Error 190 displayed and press the Close button.

b) Select the Import Scratch Pad button and run the search on theSolution 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 toCRM-##[email protected] to find it afterwards in the BusinessWorkplace of user CRM-## in SAP GUI.



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.


Unit Summary CR410

Unit SummaryYou 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.


Unit 3Interaction Center – Marketing & Sales

Unit OverviewThis unit gives an overview of Marketing and Sales functionality in the InteractionCenter.


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

Unit ContentsLesson: IC WebClient Marketing ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Exercise 2: IC Marketing Functions... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Lesson: IC WebClient Sales... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Exercise 3: IC Sales Functions ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41


Unit 3: Interaction Center – Marketing & Sales CR410

Lesson: IC WebClient Marketing

Lesson OverviewIC WebClient includes marketing functions like cross-selling, calling lists, andlead processing. This lesson covers the key marketing functions available in ICWebClient.


• Describe the Marketing functionality available in the IC WebClient.

Business ExampleYou want to enable telemarketing scenarios in IC WebClient. You want toimprove the effectiveness by deploying features like cross-selling and callinglists. Therefore, you are interested in learning more about marketing functionsin IC WebClient.

Call Lists

Figure 15: Call List Processing in the Interaction Center

The IC Marketing business scenario enables you to generate leads and gathercustomer information and feedback through outbound telemarketing in theInteraction Center.

Agents are provided with simplified access to all information and businessprocesses they require to interact with their customers.


CR410 Lesson: IC WebClient Marketing

While agents are guided through their customer interaction with the help ofpredefined scripts, leads can be automatically created based on customer feedback.This greatly simplifies the interaction process for agents, who can also manuallycreate 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 segmentationdetermines target groups on the basis of business partner attributes and otherinformation. 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 oftransaction is created per business partner (for example, activity, offer, visit,service query). If it is a telephone campaign, then an interactive script can alsobe assigned.

The target group is handed over to a contact channel to carry out the campaign. Inthis way a call list is created from the target group of a telephone campaign. Thecall list must be assigned to an agent before it can be processed in the InteractionCenter.

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 targetgroups 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:



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

Figure 17: Interactive Scripting

Agents use scripts to guide them through each step of a customer contact and enterthe customer’s responses in the script. The customer’s response dictates the nextstep that the script displays. These steps may include questions with predefinedanswers, 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 rulepolicies (context: Intent Driven Interaction).

Scripts can be started manually from the corresponding work center, which is partof 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 willbe explained in unit “IC Manager Functions”



Lead Processing

Figure 18: Lead Processing in the IC WebClient

Leads are business transactions that describe, store, update, and manage thepotential interest of (and interaction with) a business partner in a certaintimeframe. Leads represent a potential chance to do business.

Leads are used to qualify a business partner’s interest in a particular product orin making a purchase, with the aim of both establishing and then subsequentlyinfluencing this interest. The qualification process can be performed on thebasis of direct contact with the business partner, or on the basis of an automatedcollection of indexes. After a lead has reached a certain status, it can be passed onto 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 CRMWebClient UI, for example when workingwith business role Marketing Professional (MARKETINGPRO).



Exercise 2: IC Marketing Functions

Exercise ObjectivesAfter completing this exercise, you will be able to:• Start an Interactive Script• Qualify a Lead using a Survey

Business ExampleYou would like to make yourself familiar with Interaction Center Marketingfunctions.

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 softwareupgrade. A preconfigured script guides you through your telephone call with anaccount.

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

2. Start the script Software Upgrade from the Script work center and finish allsteps 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 hasbeen qualified.

What is the technical name of the questionnaire used for the leadqualification? 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 navigationbar entry Call Lists and select call list CR410 Call List. Find the call forcompany ##Megastore and select it.

What do you observe?



Solution 2: IC Marketing FunctionsTask 1:Lead Qualification with Script functionality

As an Interaction Center Agent you have to qualify Leads for a potential softwareupgrade. A preconfigured script guides you through your telephone call with anaccount.

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 pressConfirm.

2. Start the script Software Upgrade from the Script work center and finish allsteps 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 buttonMore 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 areinterested in a maintenance agreement and that your preferred methodof contact is e-mail.

Select the Save button.

Select the Stop/Clear Screen button to clear the screen.

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




What is the technical name of the questionnaire used for the leadqualification? 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 newlycreated Lead (Process Type: Lead).

The technical name of the questionnaire isWEB_CLIENT_LEAD.

To derive the Questionnaire Level, for example Hot, it is necessary togo into the details of the corresponding survey. Answer options containa Rating factor.

Depending on the overall percentage, the qualification level is proposedusing the following settings:

SAP Customizing Implementation Guide → Customer RelationshipManagement → Transactions → Settings for Leads → Questionnairesfor 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 navigationbar entry Call Lists and select call list CR410 Call List. Find the call forcompany ##Megastore and select it.


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 ina call list profile.

f) Go through the script again and end the contact.



Lesson Summary

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


CR410 Lesson: IC WebClient Sales

Lesson: IC WebClient Sales

Lesson OverviewInteraction Center WebClient offers comprehensive sales features that includeintegration with SAP ERP, up/down/cross selling, and product proposals. Thislesson covers the sales functionality available in IC WebClient.


• Describe the sales functionality available in the IC WebClient.

Business ExampleYour organization wants to enable telesales agents to create sales orders fromIC WebClient, which then will be fulfilled in ERP backend. You want to learnmore about the functionality available in SAP CRM IC WebClient for this salesscenario and others.



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 supportedby two different scenarios: the SAP ERP Sales Order and the SAP CRM SalesOrder.

• The SAP CRM sales order scenario of the IC WebClient is based on SAPCRM order management. The data entered into the IC WebClient are used tocreate a CRM sales order, which can afterwards be transferred to the SAPERP system through the SAP CRM middleware.

• The SAP ERP sales order scenario of the IC WebClient is directly basedupon the order management in the SAP ERP system. The SAP CRM salesorder management is not affected. This allows combining SAP ERP orderbusiness logic with CRM marketing and product proposal functionalitywithin the IC WebClient UI.



Figure 20: Telesales: SAP CRM Sales Order

Figure 21: Telesales: SAP ERP Sales Order



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 optimizedfor sales to business customers (B2B business), and is intended for customers whowant to process order management entirely in SAP ECC.

Hint: For more information about ERP documents in CRM, see thedetails of OSS note 1446253 (FAQ note:ERP documents in CRMWeb UI(Lead-to-Cash scenario)).

This kind of order entry is recommended when IC agents have only entered salesorders in SAP ECC until now, but now want to use the user interface and callcenter functions offered by the Interaction Center. It allows IC agents to processquotations and orders as usual in SAP ECC, and also integrate the marketingfunctions offered by SAP CRM and the special functions of the Interaction Center(for example agent inbox or call lists). You can, for example, display productproposals 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 beaccessed there.

All SAP ERP order-related documents like shipping, goods movement, and billingdocuments are available as part of the document flow and can be accessed viahyperlinks.

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: CRMWebClient business transactions are integrated into the IC bydefault as of SAP CRM 7.0. The CRM WebClient business transactionsare displayed in the IC with a tiled layout so that they are in line with theoverall IC user experience. Due to these changes, the following featuresare available:

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



Exercise 3: IC Sales Functions

Exercise ObjectivesAfter completing this exercise, you will be able to:• Create a CRM Sales Order• Crate an ERP Sales Order.

Business ExampleYou 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 buyinga notebook HT-1011.

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

2. In the Items tab choose theMore 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 buyingone notebook HT-1010. Create a sales order for product HT-1010 directly in theconnected 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 givenabove.

2. Save the ERP Sales Order and end the communication process.

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

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



Solution 3: IC Sales FunctionsTask 1:Incoming Sales Call in the Interaction Center WebClient

Sales Order: Peter ##Finger of account ##Megastore is interested in buyinga notebook HT-1011.

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

a) Start by identifying the calling customer. Enter on the AccountIdentification screen:

Account: ##Megastore

Select Search Account.

Mark Contact Person Peter ##Finger and choose Confirm.

Choose Sales Orders.

Items table:

Product ID: HT-1011

Quantity: 1

Requested Date: today + 1 week

External Reference: ##Sales Order

2. In the Items tab choose theMore 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.




Task 2:ERP Sales Order: Peter ##Finger of account ##Megastore is interested in buyingone notebook HT-1010. Create a sales order for product HT-1010 directly in theconnected 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 givenabove.

a) Select USA Denver / Internet Sales / Cross-division from the salesarea 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, forexample the sales orders you created for this customer.

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

a) Identify Peter ##Finger of customer ##Megastore and confirm theaccount.

b) Choose Account Fact Sheet.

c) Observe the Telesales History.

Optionally use the hyperlinks to navigate to sales order details.



Lesson Summary

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


CR410 Unit Summary

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


Unit Summary CR410


Unit 4Interaction Center – Service

Unit OverviewThis unit gives an overview of different service scenarios, which can be utilizedusing the SAP CRM Interaction Center. Not only customer related interactions,for example when offering a technical service hotline, but also employee relatedinteractions, for example when offering a hotline for IT issues, are possible waysto implement the SAP CRM Interaction Center.


• Describe the different transactions and related functions available inInteraction 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 ContentsLesson: Interaction Center Service... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Exercise 4: Service Request Processing... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Lesson: IT Service Management .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Lesson: Multiple Backend Scenarios.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86


Unit 4: Interaction Center – Service CR410

Lesson: Interaction Center Service

Lesson OverviewThis lesson introduces different service documents available in the SAP CRMInteraction Center. The service ticket, service order, and service request are centralservice transactions in IC WebClient Service and are explained in this lessonalong with other service building blocks.


• Describe the different transactions and related functions available inInteraction Center Service scenarios.

Business ExampleYou are considering using SAP CRM Interaction Center for enabling your serviceorganization. You are interested in learning about the service functionality andservice transactions available in SAP CRM Interaction Center.


CR410 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 servicebusiness:

• Service Order Management is designed for technical support and fieldsupport. 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 damagedproducts as well as compensations like replacement deliveries free of chargeor credit memos. It enables the agent to quickly and efficiently createcomplaints related to a reference document or object and fulfill the follow-ontask, such as creation of credit memos or returns.

• Service Request Management is based on a service transaction introducedwith SAP CRM 7.0, the service request, created as the next generation of theservice 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 servicesupport within defined Service Levels.

• Service Ticket Management is designed for interaction centers offeringtrouble ticketing and help desk scenarios. The focus here is on SLAcompliant categorization, forwarding, and solution of incoming issues. Sinceservice parts and field service are assignments are not in the scope, there areno line items visible in Service Tickets.



Service Transactions Details

Figure 23: Service Ticket and Service Order

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

• Service Orders are designed for technical support and filed support. Itenables immediate appointment offering for on-site service. Services andspare parts can quickly be entered as line items. It allows agents to performdeep technical analysis of a reported technical problem including multilevelcategorization, and assign the correct services and spare parts

• Service Requests / Tickets are designed for interaction centers offeringtrouble ticketing and help desk scenarios. The focus here is on SLAcompliant categorization, forwarding, and solution of incoming issues. Sinceservice parts and field service are not in scope here there are no visible lineitems.

The service request is based on a different transaction category whichwas introduced with SAP CRM 7.0, the category CRM Service Request(BUS2000223). In the WebClient UI a line item is not visualized although theservice request technically contains a product item.

The service ticket is just an IC WebClient specific layout variant of the serviceorder. To determine service contracts and SLAs (Service Level Agreements)the service ticket even makes use of line item technology. For this purpose an



invisible line item is created in the background. This is triggered by the automatedassignment of a dummy product by a BAdI. Technically the service ticket is basedon the transaction category Service Process (BUS000116).

Hint: In many cases it is a recommendation to use the service requestinstead of the service ticket, especially when a customer initiallyimplements an IC Service scenario.

The means to determine the product within a service request is different thanfor service tickets. Product determination in service requests typically is basedon multilevel categorization.

Figure 24: Service Request

The Service Request is a CRM Business Object created as the next generation ofthe IC Service Ticket.

This object can be used to submit, dispatch, approve, monitor, and fulfill requestsfor service that originate either with customers or internally.

Service requests can be logged directly by users themselves or by servicepersonnel and can, when necessary, be dispatched to appropriate personnelfor approval and service delivery. They can also be monitored and analyzed toevaluate the performance of your service organization.



Figure 25: SLA Determination in Service Requests and other ServiceDocuments

Service Level Agreement (SLA) determination is based on service and responseprofiles.

The SLA determination and date calculation is carried out on item level. Thereforethe service request / ticket requires a line item for contract and SLA determination.

The determination of the product in a service request is based on multilevelcategorization. Service products containing service and response profiles can beassigned to categories.

The determination of the service product in service tickets is determined viaBAdI CRM_SERVICEPROD_BADI.

A flexible way to determine service and response profiles is based on SLAdetermination procedures which can be defined in Customizing:

SAP Customizing Implementation Guide → Customer Relationship Management→ Transactions → Settings for Service Requests → Define SLA DeterminationProcedures

You can also use the Business Add-In for SLA Determination(CRM_SLADET_BADI) to define your own logic for determining SLAs.



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, subjectprofiles).

Some of the features offered by multilevel categorization:

• The agent can categorize the service ticket or service request based onmultilevel 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 anunderlying category-dependent service template



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 thetemplate 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 theagent inbox is done by the 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 objectto 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 byphone, fax, e-mail, or chat. The text can be used to search for appropriate solutionsthat can be returned to the customer.

The example describes how the knowledge search can be used for a customerinquiry that arrives in the Interaction Center by e-mail.

The text or parts of the text can be transferred automatically from the content ofthe e-mail to the knowledge search as a default query. The agent can still changethe query.

The agent can enhance or restrict the range of the text search by adding attributesto the search query (such as problem type or problem subtype).

As a result, the agent receives a search result list in which the problems andsolutions found are listed according to the extent to which they match the textsand attributes.

The agent selects one or more solution proposals, copies them, and inserts them inthe e-mail reply to the customer.

Feedback from the customer and/or agent is used to continually optimize thesearch for a solution. If the agent refines the search, the system learns how torefine future searches from the way the agent has refined this search.



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 phrasesearch, 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 solutionattachments (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. Theknowledge 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, andkeywords, in addition to the categories assigned to the knowledge article. You can



also record short notes about, for example, solutions or workarounds to problems.You can specify administration details, such as the dates that the knowledgearticle is valid, the priority of the knowledge article, or its status. In the relevantassignment blocks, you can also attach various items to the knowledge article, aswell as assign knowledge articles to other related items and transactions suchas 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 categorizationof 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 confidentialbased on Authorization Objects.

Figure 31: Complaint Management

Based upon defined business rules, the complaint can be escalated to theappropriate department and employee. The agent can also categorize the compliantwith multilevel categorization.

From the complaint screen, the agent can directly create the configured credit anddebit memos as well as returns, replacements, and QM messages.



Exercise 4: Service Request Processing

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

Business ExampleYou have to make yourself familiar with the IC WebClient Service Processes.

Note: Please replace the wildcards ## with your individual groupnumber

Task 1:Service Request in the IC WebClient

In the following, we will take a close look at the service request in the ICWebClient.

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 levelcategory.

5. Set the Impact to High and the Urgency toMedium.




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

7. Which Service Level Agreements (SLAs) have been determined?

Task 2:Knowledge Search and E-Mail Support: You can search for an appropriatesolution 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.

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 thecustomer 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 andE-Mail within the Activity Clipboard of the Interaction Record.



Solution 4: Service Request ProcessingTask 1:Service Request in the IC WebClient

In the following, we will take a close look at the service request in the ICWebClient.

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) Choose Service Request link in the navigation bar.

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

a) Enter the description as specified.

4. Categorize the service request accordingly. Choose an appropriate first levelcategory.

a) Category 1: Printer.

5. Set the Impact to High and the Urgency toMedium.

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

6. 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 hResponse Profile: Economy class

Task 2:Knowledge Search and E-Mail Support: You can search for an appropriatesolution 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.




2. 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 thecustomer 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 to send the e-mail to the customer.

4. Go back to the Service Request and save the document.

a) Click Back and Save.

5. Optional: Check if you can see the newly created Service Request andE-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 documentsfor your Service Request, Solution Documents and E-Mail.



Lesson Summary

You should now be able to:• Describe the different transactions and related functions available in

Interaction Center Service scenarios.



Lesson: IT Service Management

Lesson OverviewThis lesson gives an overview of IT Service Management, a shared servicescenario, which utilizes Interaction Center functionality.


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

Business ExampleYou are evaluating the possibility of using the SAP CRM Interaction Center tohandle IT support interactions. You want to learn more about the functionalityoffered with IT Service Management. You would also like to learn how toconfigure some of the functions available.

Shared Services Overview

Figure 32: Shared Service Center Areas


CR410 Lesson: IT Service Management

There is an observed trend among companies to transition their Interaction Centersinto Shared Service Centers. The objective behind this strategy is to reduce costsby sharing resources across the organizations using Interaction Center. SAP CRMrecognizes this trend and offers Shared Service Center scenarios that can beextended to any business need.

Caution: Please note that both “Employee Interaction Center” and“Accounting Interaction Center” are now part of the SAP Shared ServiceFramework 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 helpdesk application. It delivers a cost-effective, service-oriented solution to HRdepartments and supports HCM customers in executing their Service Deliveryand Shared Service Strategy.



The SAP CRM Employee Interaction Center focuses on the requirements andexpectations of Human Resource departments and their internal or externalcustomers:

• Improve service quality through single point of contact supporting multiplecommunication 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 HRprocesses 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 ServiceCenter and helpdesk application. It provides easy access to financial informationso that agents can support customers, vendors, or employees in accounting-relatedtransactions.

The agents can, for example, access open vendor invoices or the accountingsegments of customer master data, or create an asset master record.



It is also possible to connect multiple backend systems or clients to one SAP CRMsystem and one Interaction Center. Agents can therefore use one IC instance whilestill connecting to multiple backend systems that may be required to interact withvarious 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 referencedocuments (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 clientinformation.

• Customer, vendor and employee master data replication supports companycode.

• Ability to launch transactions from other backend systems.

AIC enables identification of business partner based on company code andreference 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



The IT service desk is the central point of contact for IT-related servicerequests and incidents. It ensures that defined services are delivered quickly ina customer-oriented manner. The IT service desk integrates into back-officeprocesses 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 otherdepartments

• Shared Service Center (SSC) scenarios: SSCs offering IT- as well asfurther 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 IThelpdesk with a printer issue. The agent confirms the identity of the employee andproceeds to create an incident. A check of the network connectivity of the printeris performed. Finding nothing wrong with the connectivity, the agent searchesfor related problems and identifies reference objects, such as the installed baseand the individual printer object. To resolve the incident, the agent can searchfor 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 printersupport team.

An employee of the printer support team finds the incident in the worklist andchecks the printer on-site. The issue is fixed and IT support closes out the incidentbased on the status of the service request. An e-mail is sent to the customer withinformation on the successful resolution of the incident.



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 anincoming 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 changemanagement, 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 aswell as the affected object or installed base.



Figure 38: Incident Management: Details

An incident is an event that does not belong to the standard operation of a serviceand 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 thestandard transaction type ITIN.



Figure 39: Incident Management: Functions

It is possible to create an incident “from scratch” or from a template or by copyingan existing incident. It is also possible to create follow-up transactions from theincident, for example, a problem or a service confirmation

In the Incident you have access to

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



Figure 40: Incident Management: Information

In the Incident, you have access to information such as

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



Figure 41: Problem Management: Details

A problem is usually used to investigate the underlying cause of an incident. Youcan link and lock incidents to a problem. Once the problem is completed, all ofthe locked incidents can be updated, for example, with textual information andattachments, and completed automatically.

In the Problem Details you can document:

• 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



Figure 42: Problem Management: Functions

It is possible to create a problem “from scratch” or from a template or by copyingan existing problem. It is also possible to create follow-up transactions from theproblem, for example, a knowledge article or a service confirmation.

In the problem you have access to

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



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 thestandard transaction type ITPR.



Figure 44: Incidents & Problems: Locking

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

1. An incident can be assigned and locked to a problem (or also a requestfor change) from the incident itself. In this case the incident will not beprocessed individually. The completion of the problem (request for change)will automatically close the incident.

2. If several incidents are probably related to the same root cause, the IT servicedesk can assign these incidents to the problem from the problem itself. TheIT service desk agent can search for the incidents via value help, or via “FindRelated Incidents”. “Find Related Incidents” gives a list of incidents, whichhave the same (subject/reason) categorization as the problem. The IT servicedesk 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 ITservice desk agent would like to process it individually after all, the agentcan select Unlock to open the incident again for processing.



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, anditems 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 deliverstandard transaction type ITCH.



Figure 46: Request for Change Management: Functions

It is possible to create a request for change (RfC) “from scratch” or from atemplate. It is also possible to copy an existing RfC and create follow-uptransactions from the RfC, for example, a service confirmation.

In the request for change you have access to:

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



Figure 47: Request for Change Management: Information

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

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



Figure 48: Request for Change Management: Approval Process

To start the approval process, an approval procedure needs to be selected inthe request for change (either manually or determined by a rule). For theapproval procedure, approval step partners need to be entered (either manuallyor determined by a rule). Then the request for change can be set to the statusAwaiting Approval.

Optionally an SAP Workflow can be started automatically to inform the steppartners that they need to approve the request for change. If all approvers haveapproved their assigned approval steps, the RfC‘s status is automatically updatedto Approved. Now the implementation phase can start.



Figure 49: Functions: Multilevel Categorization

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

• To auto complete an incident / problem / request for change, the IT servicedesk agent needs to select a categorization and the system can then find atemplate, which was assigned to this categorization

• Problems with the same categorization as entered in the incident or requestfor change can be proposed by the system when choosing Find RelatedProblems

• Knowledge articles with the same categorization as entered in the incident /problem / request for change can be proposed by the system when choosingFind Knowledge Articles



Figure 50: Functions: Knowledge Article Integration

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

• Knowledge Articles tab page: The IT service desk agent can search forrelevant knowledge articles via F4 help

• Find knowledge articles (from the More button on header level):Proposes knowledge articles, which have the same categorization as theincident / 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 InteractionCenter. Here the IT service desk agent can enter search parameters, selectthe appropriate knowledge article/s from a result list, add them to a cart andsend them via e-mail to the customer.



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 theincident, problem, and request for change, the service and response profiles canbe flexibly determined from these objects based on a determination procedure.Dates like ToDo By can be automatically calculated based on the service andresponse 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. Work duration: Calculates the time a transaction was in work, but not instatus Customer Action

2. Total duration: Calculates the total time it took to complete the transaction

Figure 52: Functions: Reference Objects



The agent can identify installed bases and objects on the Account Identification. Itis possible to assign the relevant infrastructure objects to the incident, problem, andrequest 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 objectwith 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 updateslinks to transactions that are related to the incident, problem, or request for changeprocessing. For example, the Interaction Record, a service contract, or a serviceconfirmation that was created as follow-up of the transaction.

The agent can manually add any further transactions that are relevant for thetransaction to refer to them.

The processing log provides a consolidated audit trail of changes made to atransaction Various log types are available for selection. One type can be defaultedfor viewing. Changes to fields can be logged selectively.



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



Lesson: Multiple Backend Scenarios

Lesson OverviewInteraction Center enables connection with multiple backend systems in twodifferent ways - client switching and shared services. This lesson explains theconcepts behind both.


• Explain multiple backend scenarios in Interaction Center.

Business ExampleYour organization provides BPO services to multiple organizations. Eachorganization has its own backend ERP system that needs to be interfaced with theInteraction Center application of SAP CRM. You are interested in learning moreabout the multiple backend scenarios available in SAP CRM Interaction Center.


CR410 Lesson: Multiple Backend Scenarios

Multiple Backend Overview

Figure 54: Multiple Backend Scenarios

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

1. Interaction Center Client Switch: There are multiple backend systemsconnected to SAP CRM in different work clients. There is a singlemain clientthat the agents use. The main client redirects the agent to the work clientrelevant for the call. Data is replicated to the respective work clients only.

2. Interaction Center Multi Backend: Multiple backend systems all connect to asingle client. Data is replicated to and from this single client.

Hint: IMG path is Interaction Center WebClient → Basic Functions →Mutliple Backend



Client Switch

Figure 55: Client Switch

• 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 SAPCRM system client for every BPO customer.

• Uses a single interaction center as a main client for the interaction centeragents

• Guides agents from main client to the appropriate work client relevant toprocess the call.



Figure 56: Client Switch - Main Client and Work Client

A Business Process Outsourcing (BPO) provider is hosting the data of severalclients. 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 onephysical system) for every BPO customer.

To optimize resources the BPO provider may want to use a single call centerproviding a central entry point for example, for incoming calls. Each call cantypically 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 shouldthen be able to deal with the calls without handling multiple sessions and shouldbe guided to the SAP-client relevant to process the call.



Figure 57: Client Switch - Main Client Inbox

Prerequisites for the Client Switch function:

• You have defined settings for work clients in Customizing for CustomerRelationship Management under Interaction Center WebClient → BasicFunctions → Mutliple Backend → Client Switch → Define Work ClientSettings.

• You have defined a client switch profile in Customizing for CustomerRelationship Management under Interaction Center WebClient → BasicFunctions → Mutliple Backend →Client Switch →Define Client SwitchProfile.

• You have made the necessary configuration settings for client switch. Formore information, see corresponding IMG documentation and/or SAPSolution Manager.

• If you have enabled multiple chat, you have configured your communicationmanagement software (CMS) so that multiple chats are not transferred to anagent using the client switch scenario. This is necessary because multiplechat is not supported in the client switch scenario. For more information,contact your CMS vendor.



Multi Backend Shared Services

Figure 58: Multi Backend Shared Services

Especially in shared service scenarios like the Accounting Interaction Center it isimportant 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 CRMbusiness 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 LauncherLogical Systems and URLs.



Lesson Summary

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


CR410 Unit Summary

Unit SummaryYou 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.


Unit Summary CR410


Unit 5IC WebClient Functions & Profiles

Unit OverviewThis unit gives an overview of the configuration of some basic IC WebClientfunctions. The concept of business roles will briefly be introduced, then thegeneral procedure of assigning function profiles to IC WebClient business roleswill be explained, using a few examples.


• 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 CRMWebClient transactions• Explain how to make specific transaction types available in IC WebClient

processing• Customize a business transaction profile.

Unit ContentsLesson: IC WebClient Business Roles... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Exercise 5: Creating and assigning a Business Role.. . . . . . . . . . . . . . . . .103Lesson: Account identification ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108

Exercise 6: Account Identification ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121Lesson: Business Transactions in the Interaction Center .. . . . . . . . . . . . . . . .126

Exercise 7: Customizing of Functional Profiles.. . . . . . . . . . . . . . . . . . . . . . . .133Exercise 8: Interaction Center Function Profiles .. . . . . . . . . . . . . . . . . . . . . .137


Unit 5: IC WebClient Functions & Profiles CR410

Lesson: IC WebClient Business Roles

Lesson OverviewThis lesson explains the concept of business roles in SAP CRM and also howto 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 ExampleYou are an SAP CRM consultant and need to enable different business roles basedon process requirements. You are interested in learning more about Customizingthe business roles available in SAP CRM Interaction Center WebClient.

Customizing Business Roles

Figure 59: Interaction Center: Configuration


CR410 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 (computertelephony integration) connection

• E-Mail, fax, SMS

In IC WebClient, you can control which of these functions are used by individualagents, agent groups, or entire call centers by assigning individually configuredbusiness 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 applicationsfor Public Sector, Automotive, Financial, and so on.



Figure 60: Business Role Customizing

A business role in general controls the SAP CRM WebClient UI features andfunctions.

By means of function profiles, single functions can be enabled and configured.While some function profiles are mandatory, for example the account identificationprofile BP_IDENT, others are optional. For example it is not necessary toconfigure a function profile Call List if the execution of call lists is not part of thecurrent IC WebClient scenario.

Many of the function profiles relate to the Interaction Center WebClientapplication.

By means of a role configuration key and UI configuration it is possible to adaptthe UI.

Business roles are defined in Customizing:

Customizing path: SAP Implementation Guide → Customer RelationshipManagement → 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-ICbusiness roles.



Figure 61: IC WebClient Functions and Profiles: Overview

The IC WebClient business role is a collection of functions customized in thedetail profiles for the WebClient.

First you need to find out which of the profiles is controlling the function that youwant to change. In this case, you want to change the behavior within accountidentification.

Create the new profile by copying an existing profile that more or less matchesyour 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 withinIC WebClient business roles.

Hint: Please note that there are many more standard profiles available inthe system.

Function Profiles (excerpt)

Function Profile ID Description

BPIDENT Account

BPIDENT_MULTIPLE Multiple Business Partner

BRIEFCASE Generic Briefcase Profile



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 thisunit, for example the Account Identification profile. Other function profiles areintroduced in upcoming units, for example Agent Inbox.



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

• CMS_ROLE: This function profile is new with EHP1 for SAP CRM 7.0and relates to Communication Enables Business Processes (CEBP).CEBPfor example allows using instant messaging.

SAP Customizing Implementation Guide → Customer RelationshipManagement → Basic Functions → Communication Management SoftwareIntegration → Define CMS Integration Profiles

• ERP_SALES_ORDER: This function profile is used to define a list ofsales document types, which can be used in the CRM Interaction Center. Thelogical connection to the backend system is also part of this profile.

SAP Customizing Implementation Guide → Customer RelationshipManagement → 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 ofinstalled bases. Once an account has been confirmed, the installed base canbe displayed either in a tree structure or in a table view.

SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Master Data → DefineInstalled Base Profiles

• IOBJECT: This function profile is used to define the object familyand product hierarchy category, which used, for example when creating(individual) objects in the IC WebClient.

SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Master Data → DefineObject Profiles

• WBAR: This function profile controls the availability and layout oftelephony buttons.

SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Basic Functions →Communication Channels → Define Toolbar Profiles



Figure 62: Assigning a Business Role to an Organizational Unit

The final step in the configuration is the assignment of the WebClient businessrole to an organizational level, either an organizational unit or a position in theOrganizational Model.

There are different ways to access the Organizational Model:

• SAP Customizing Implementation Guide → Customer RelationshipManagement → UI Framework → Business Roles → Define OrganizationalAssignment

• SAP Customizing Implementation Guide → Customer RelationshipManagement → 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 andSERVICEPRO contain this application.



Exercise 5: Creating and assigning aBusiness Role

Exercise ObjectivesAfter 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 ExampleThe central Customizing object controlling the User Interface of the CRMWebClient UI is the Business Role.

You make yourself familiar with details of an Interaction Center WebClientbusiness role.

Hint: To find out, which Business Role your are currently using in an ICWebClient session, click the time and date field displayed in the lowerright corner of the IC WebClient UI.

Task 1:Business Role Configuration: Create a new CRMWebClient UI Business Role.

1. In Customizing, create a new Business Role Z##AGENT (IC AGENTSGroup ##) 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 →UIFramework → Business Roles → Define Business Role




Task 2:Organizational Structure Configuration: Assign your system user to an existingposition 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 TrainingDepartment.

Hint: Choose SAP Customizing Implementation Guide → CustomerRelationship 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 newBusiness Role on the start page.



Solution 5: Creating and assigning aBusiness RoleTask 1:Business Role Configuration: Create a new CRMWebClient UI Business Role.

1. In Customizing, create a new Business Role Z##AGENT (IC AGENTSGroup ##) and assign PFCG role Z##_CRM_UIU_IC_AGENT to it.

Copy the existing Business Role ZCR410ICAGNT.



SAP Implementation Guide → Customer Relationship Management →UIFramework → 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 existingposition 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 TrainingDepartment.

Hint: Choose SAP Customizing Implementation Guide → CustomerRelationship Management → UI Framework → Business Roles →Define Organizational Assignment




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 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 newBusiness Role on the start page.

a) Assign your business role to your position



Select Create Infotype ( ).

Business Role: Z##AGENT

Save ( ) and leave the transaction.



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



Lesson: Account identification

Lesson OverviewAccount identification is often the first process step followed by agents afteraccepting inbound calls. It involves searching for and confirming the callingbusiness partner. This lesson covers the features available in account identificationand also the Customizing behind it.


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

Identification Profiles.

Business ExampleYou are an SAP CRM consultant engaged in an SAP CRM implementationproject. You are mapping the call center processes in the SAP CRM system andare currently working on customer identification. You want to learn more aboutaccount identification features and related Customizing in SAP CRM.


CR410 Lesson: Account identification

Account Identification Functions

Figure 63: Account Identification



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

• Multiple Partners: Since SAP CRM 7.0, it is possible to confirm multiplebusiness partners on the identify account view and transfer these confirmedpartners as different partner functions to the business transactions in theInteraction Center.

• Account Identification Scenarios: A Business to Business (B2B) scenarioas well as a Business to Consumer (B2C) scenario is supported. In addition anew scenario blends B2B and B2C in a Mixed scenario. The mixed businesspartner search allows searching for both consumers and contact personsin organizations.

• Late Account Identification: Account confirmation can be done even aftertransactions and actions are triggered. On confirmation at any point, theaccount details will be transferred to the transactions that were created before.

• Automatic Account Identification: Business Partners can be identifiedautomatically based on their communication data (Telephone number, e-mailaddress)

• Interaction History: To provide information on the current situation of thecustomer the latest entries of the interaction history are integrated into theaccount identification screen

• Account Fact Sheet: The Account Fact Sheet (AFS) gives the agents accessto the most relevant customer related information, for example, ServiceTicket History, Sales History, Open marketing campaigns, and so on.

• Auto Continue: When activated, the agent does not have to confirm thedetermined business partner manually.

• Business Partner Relationship Handling: This feature enables agents tochose the relevant relationship type from a list when searching or creatingrelated business partners in the Interaction Center.

• Index Based Search: The index-based business partner search offers atool to build indices that speed up the search for business partners in the ICWebClient.

• Briefcase: A briefcase contains a collection of briefing cards that give theagent an overview of relevant information, such as addresses and contacts.



Figure 64: Account Identification Screen

There are a number of functions available to the agent on the AccountIdentification screen:

• 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



Figure 65: Account Identification – Account

IC agents can use this part of the Interaction Center (IC) to identify accounts indifferent ways (such as by name, company, or product) and to obtain an overviewof an account.

Account identification is controlled through the Account Identification Profilewhich can be defined in Customizing:

SAP Customizing Implementation Guide → Customer Relationship Management→ Interaction Center WebClient → Master Data → Define Account IdentificationProfiles



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 objectcomponents (including customer invoices). Customers can therefore decide whichpartner related objects are handled in this view area.



Figure 67: Multiple Business Partner Confirmation

It is possible to enable confirmation of multiple business partners related to anaccount 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 appropriatelymodel the interaction. A good example is household account management in thecase of mobile phone usage. Each parent and child may have their own mobilephone, while the father is the household member that receives the bill, the mothermay call in for usage and billing issues on behalf of any of the members. Since theagent is able to confirm multiple business partners the appropriate information canbe accessed and logged during the interaction with the appropriate relationshipsidentified.

You define appropriate identification profiles in Customizing:

SAP Customizing Implementation Guide → Customer Relationship Management→ Interaction Center WebClient → Master Data → Define Account IdentificationProfiles for Multiple Business Partners



Figure 68: Briefcase

It is possible to define a briefcase, which contains a collection of briefing cardsthat provide an overview of relevant information based on Customizing. Thisfunctionality works for confirmed business partners. It enables the agent to accessfrequently needed information quickly. Contacts, addresses, installed bases,interaction history, related partners, objects, and communication details areexamples of information that can be displayed in a briefcase.

For more information about Customizing of briefcase and briefing cards, seeIMG task SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient →Master Data → Define Briefcase

Account Identification Customizing

Figure 69: Account Identification Profile – Relationships



It is possible for agents to choose the relevant relationship type from a list whensearching or creating related business partners in the IC WebClient.

Using this Customizing allows you to explicitly include or exclude relationshiptypes within account identification.

Figure 70: Multiple Business Partner Confirmation Customizing



To enable selection of multiple business partners in account identification, it isnecessary to maintain customizing settings. These are:

1. Assign the Multiple Business Partner Identification function profile to thebusiness role

2. Define account identification profile3. Define new or modify existing search tabs and their sequence4. Define account roles and related partner roles to be used as search parameters5. Define partner functions an assign them to SAP CRM transactions

Note: The account identification profile for MBPC is separate from thestandard profile for single BP scenarios. The profile is actually calledAccount Identification Profile for Multiple Business Partners. The IMGpath under CRM is Interaction Center WebClient → Master Data →Define Account Identification Profiles for Multiple Business Partners. Inaddition to the standard account identification profile functions, in themultiple business partner scenario you can do the following:

• Define new or modify existing search tabs and the sequence in whichthey appear on the user interface (UI)

• Define account roles and related partner roles to be used in searchparameters

• 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 usedwithin an interaction.



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

1. First, a new functional profile ID is required for the business role. IMGpath 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 becopied into a custom profile. The newly created profile must be assigned tothe 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 tobe defined. The IMG path under CRM is Interaction Center WebClient → MasterData → Define Account Identification Profiles for Multiple Business Partners.The Account Identification profile defined should be entered as a Profile Value forthe function profile in the Define Business Role task (from step 1).




3. Within the Account Identification Profile for Multiple Business Partners, it ispossible 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 automaticallywhen the account identification search returns only one search result,select the Continue check box under Auto Continue.




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


5. Lastly, it is necessary to assign transactions and partner functions to betransferred on confirmation.

Note: When assigning partner functions to SAP CRM transactions, youshould create entries only for partner functions that have not alreadybeen maintained in the Customizing activity Assign Partner Functionsto Business Transactions.



Exercise 6: Account Identification

Exercise ObjectivesAfter 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 ExampleYou want to make yourself familiar with the account identification profileCustomizing and its effects.

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

1. In customizing copy the existing account identification profile DEFAULT toZ##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 youraccount identification profile. In the details screen, choose Partner CategoryPerson and BP Role ZMANAS.

4. Assign your account identification profile Z##BPIDENT to your businessrole Z##AGENT.

Hint: SAP Implementation Guide → Customer RelationshipManagement → UI Framework → Business Roles → DefineBusiness Role

5. Test the Auto Continue option which you made within your accountidentification profile.



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

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

a) SAP Menu → Architecture and Technology → Configuration →Customizing (transaction code /nSPRO)


SAP Implementation Guide → Customer Relationship Management→ Interaction Center WebClient → Master Data → Define AccountIdentification 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 entrieswith 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 entryManual Search.




3. Add a relationship category ZMANAS (Assistant to Management) to youraccount identification profile. In the details screen, choose Partner CategoryPerson 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 businessrole Z##AGENT.

Hint: SAP Implementation Guide → Customer RelationshipManagement → UI Framework → Business Roles → DefineBusiness Role

a) In Customizing, add your Account Identification Profile to yourBusiness Role.

SAP Menu → Architecture and Technology → Configuration →Customizing (transaction code /nSPRO)


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 yourAccount Identification Profile to Function Profile ID BPIDENT.

Function Profile ID: BPIDENT

Profile Value: Z##BPIDENT (use the F4-Help)

Save and exit the transaction.




5. Test the Auto Continue option which you made within your accountidentification profile.

a) Log on to the IC WebClient and choose business role IC AGENTSGroup ## (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 alsoincludes the relationship Has Assistant to Management. If you switchto this relationship the result list should be empty.

Choose the Create Related button to create a new account relationshipof 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 confirmedautomatically.

Hint: The next time you identify account ##Megastore, youcan choose Joan Johnson when switching to the Has Assistantto Management relationship.



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.



Lesson: Business Transactions in the Interaction Center

Lesson OverviewThis lesson shows how to configure business transactions and alerts.


• Understand the difference of IC WebClient and CRMWebClient transactions• Explain how to make specific transaction types available in IC WebClient


Business ExampleYou are an SAP CRM consultant working on a project for a client who wants touse alerts and customize transactions. You want to learn more about customizingthese areas.

Figure 75: CRM Business Transactions

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


CR410 Lesson: Business Transactions in the Interaction Center

The interaction record stores all the communication related data of the phonecall (for example, data like direction (inbound/outbound), status, result, free textnotes). The same applies to other communication channels like e-mail or chatcommunication.

The sales document can include quotation and order status and stores all salesitems the customer wants to order.

The service document represents the service aspect of a phone call. Here theagent enters information on the customers product that needs to be serviced andthe service items like hours of repair service and quantity of spare parts.

Figure 76: CRM WebClient Transactions in IC



Numerous standard CRMWebClient business transactions are now integrated intothe interaction center (IC) by default. The CRM WebClient business transactionsare displayed in the IC with a tiled layout so that they are in line with the overallIC 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 toevaluate which option is better suited to your business needs.

The following CRM WebClient business transactions are enabled for integrationinto 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 thenavigation bar Customizing and the UI configuration tool.

Note: Using CRM WebClient business transactions in IC leads toharmonization of functionality across the solution. Some additionalfeatures are thus made available in IC.



Figure 77: Business Transaction Profile

The business transaction profile controls which CRM business transaction type islinked to the navigation bar work centers.

The slide above suggests assigning the interaction record as the default transactiontype and sales and service transaction types as dependent.

In this case, the system will create an interaction record whenever a contact endsto store the contact data.

A sales and/or service document will only be created if the agent presses salesand/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 documentIDs and are connected by the document flow.



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 businesstransaction.

This way, one communication partner can occur with different partner functions indifferent transactions in the WebClient.

Figure 79: Activating Dialog Boxes



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 = <X>

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

...).

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

• No automatic selection of first determined organizational unit and partner• Automatic pop-ups for determination results (for example, organizational

units, partners, service contract, ...).



Exercise 7: Customizing of FunctionalProfiles

Exercise ObjectivesAfter completing this exercise, you will be able to:• Create a new business transaction profile.• Assign a business transaction profile to a business role

Business ExampleYou make yourself familiar with details of transactions processing in the ICWebClient.

Task:Business Transaction Profile:

1. In Customizing, create your own business transaction profileZ##BTPROF (description ## BT Profile) by copying the existing profileZCR410-BT-PROF.

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

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

4. Test your settings. Log on to the CRM WebClient UI and choose yourbusiness role. Confirm account ##Megastore. From the navigation bar,choose Service Request.




Solution 7: Customizing of FunctionalProfilesTask:Business Transaction Profile:

1. In Customizing, create your own business transaction profileZ##BTPROF (description ## BT Profile) by copying the existing profileZCR410-BT-PROF.

a) SAP Implementation Guide → Customer Relationship Management→ Interaction Center WebClient → Business Transaction → DefineBusiness Transaction Profile.

Copy profile ZCR410-BT-PROF to Z##BTPROF (with all dependententries).

BusinessTransactionProfile:

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 dependentbusiness 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.




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

a) SAP Menu → Architecture and Technology → Configuration →Customizing (transaction code /nSPRO).


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 profileZ##BTPROF as profile value.

Save your settings and leave the transaction ( ).

4. Test your settings. Log on to the CRM WebClient UI and choose yourbusiness role. Confirm account ##Megastore. From the navigation bar,choose Service Request.


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 typesSRVR (Service Request) and ITIN (Incident).



Exercise 8: Interaction Center FunctionProfiles

Exercise ObjectivesAfter completing this exercise, you will be able to:• Configure the function profile WBAR (Toolbar)

Business ExampleYou would like to configure interaction center specific function profiles.

Task:Change the appearance of the telephony buttons for your business roleZ##AGENT.

1. Which value of function profileWBAR (Toolbar) currently is assigned toyour business role Z##AGENT?

2. Copy the Toolbar profile you have identified in the previous step toZ##TOOLBAR. Choose an appropriate description containing your groupnumber, for example ## Toolbar Profile.

Hint: SAP Customizing Implementation Guide → CustomerRelationship Management → Interaction Center WebClient → BasicFunctions → 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 optionto 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. Assign your newly created toolbar profile Z##TOOLBAR to your businessrole Z##AGENT.



Solution 8: Interaction Center FunctionProfilesTask:Change the appearance of the telephony buttons for your business roleZ##AGENT.

1. Which value of function profileWBAR (Toolbar) currently is assigned toyour business role Z##AGENT?

a) SAP Customizing Implementation Guide → Customer RelationshipManagement → 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 IDWBAR of this business role.

2. Copy the Toolbar profile you have identified in the previous step toZ##TOOLBAR. Choose an appropriate description containing your groupnumber, for example ## Toolbar Profile.

Hint: SAP Customizing Implementation Guide → CustomerRelationship Management → Interaction Center WebClient → BasicFunctions → Communication Channels → Define Toolbar Profiles

a) In Customizing choose

SAP Customizing Implementation Guide → Customer RelationshipManagement → 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 optionto 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.

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 businessrole Z##AGENT.

a) SAP Customizing Implementation Guide → Customer RelationshipManagement → 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 toZ##TOOLBAR.

Save your settings.

Hint: Log on to the CRM WebClient UI with your businessrole and confirm that your settings are working properly.

To switch the buttons use the Channel Selector icon rightbelow the scratch pad.



Lesson Summary

You should now be able to:• Understand the difference of IC WebClient and CRMWebClient transactions• Explain how to make specific transaction types available in IC WebClient



CR410 Unit Summary

Unit SummaryYou 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 CRMWebClient transactions• Explain how to make specific transaction types available in IC WebClient



Unit Summary CR410


Unit 6Communication Architecture

Unit OverviewContent:

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


• 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 ContentsLesson: Introduction to Communication Architecture .. . . . . . . . . . . . . . . . . . . . .144Lesson: Communication Architecture Components & Functions... . . . . . .147

Exercise 9: Communication Architecture.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159


Unit 6: Communication Architecture CR410

Lesson: Introduction to Communication Architecture

Lesson OverviewThe communication architecture of IC makes it possible to integrate theapplications with telephony hardware. This lesson provides an overview of thearchitecture.


• Explain the communications architecture of SAP CRM Interaction Center.

Business ExampleYou are a technical consultant who is assigned the task of integrating yourcompany’s telephony hardware with SAP CRM. You want to learn how to achievethis task.

Communication Architecture Overview

Figure 80: SAP CRM Interaction Center

The SAP CRM Interaction Center is an integral part of SAP CRM and integrateswith Communication Management Systems, Data Warehouses, and ERPProcessing


CR410 Lesson: Introduction to Communication Architecture

Figure 81: Communication Integration: Introduction

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

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



Lesson Summary

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


CR410 Lesson: Communication Architecture Components & Functions

Lesson: Communication Architecture Components &Functions

Lesson OverviewThis lesson explains the technical landscape and communication architectureof SAP CRM Interaction Center WebClient in detail. Components and theirfunctions are explained.


• Describe the technical landscape and communication architecture of SAPCRM 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 ExampleYou want to learn more about the communication architecture of SAP CRMInteraction Center WebClient

Communication Architecture Components & Functions

Figure 82: Current Solution for Interaction Center WebClient

The Integrated Communication Interface (ICI) is an open interface for connectingthird-party communication products to SAP components.

The Integrated Communication Interface supports telephony, e-mail, chat, aswell as real-time monitoring.



SOAP stands for Simple Object Access Protocol.

Figure 83: ICI Administration

The Business Communication Broker (BCB) is part of the SAP system basis andallows handling communication like phone, e-mail, and chat.

BCB is able to dispatch incoming and outgoing communication processes betweenexternal and internal software components.

An external communication software is, for example, a Computer TelephonyIntegration Server (CTI) attached to your telephone system. The connection to theexternal communication software is done in the IC WebClient administration ofcommunication management software.



Figure 84: Inbound Communication Example: Phone Call

The Integrated Communication Interface (ICI) is the interface of the SAP systemto the external communication software. Within the SAP system, the ICI passesthe data via the Business Communication Broker (BCB) to SAP applications likethe SAP CRM IC WebClient or the IC Manager Dashboard.

Communication management software refers to third party software products thatmanage communication channels such as phone, e-mail, and chat. The IntegratedCommunications Interface (ICI) allows the communication management softwareto communicate with SAP applications like the IC WebClient.

Communication management software is delivered by various SAP softwarepartners and might have different functional scopes (CTI = Computer TelephonyIntegration, and so on).

Certified communication software partners can be found on the SAP servicemarketplace (alias/softwarepartner).

The contact push mechanism makes sure that one agent receives only onecommunication 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 requestto the agents UI.



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



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 customerinteractions – across different communication channels – in parallel (accept phonecall while processing e-mail).

Up to five non-CTI sessions can be opened by an agent. The sixth session isreserved in case a call, e-mail, or chat arrives, so an agent always has a freesession available to accept it.

Figure 87: Communication-Enabled Business Processes

With SAP EHP1 for SAP CRM 7.0 it is possible to activateCommunication-Enabled Business Processes (CEBP).

Hint: Please note that a corresponding business functionCRM_IC_CEBPhas to be activated. Please also refer to business function documentationfor more details on CEPB.

Hint: Please note that Communication-Enabled Business Processes(CEBP) is a functionality that can also be used with non-InteractionCenter business roles.

This is reflected in the following Customizing path which leads to severalCEBP-related settings:

SAP Customizing Implementation Guide → Customer RelationshipManagement → Basic Functions → Communication ManagementSoftware Integration



The following features are available with Communication-Enabled BusinessProcesses:

• Communication Hyperlinks:

SAP CRM provides rendering of telephone numbers as hyperlinks in allcommunication enabled business roles and views that display telephonenumbers. It means that the telephone number column in Search Resultlists or even in the overview pages of an account or a contact page will behyperlinked and you can start the call with a click.

• CRM Instant Messenger:

SAP CRM provides an Instant messaging capability within CRM across allcommunication enabled business roles as well as Interaction center specificroles. You will be able to exchange text messages as well as use otherfeatures such as call, e-mail, and CRM context transfer with the CRM InstantMessenger.

• Media Blending:

SAP CRM provides an ability to blend interactions over multiplecommunication channels as one single interaction in the CRM system. Thisalso helps convert an inbound chat interaction with a customer at self serviceweb site into an outbound call from your interaction center to the customer.

• Improved Context Transfer:

SAP CRM provides simplified and improved context transfer mechanismwith which you can send across one or many CRM contexts during a calltransfer or even with an instant messaging interaction. It provides flexibilityand ease to pick and choose which objects you want to send across and thefreedom to retrieve the context at any point of time.



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 onecommunication process at a time is pushed to the agent and blinks on thescreen. This is handled by the Integrated Communication Interface (ICI) andthe Business Communication Broker (BCB).

• A pull mechanism based on the SAPconnect interface and the IC WebClientagent inbox. Here many mails can be displayed in the agents inbox and theagent 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 theWebClient Customizing.



Figure 89: E-Mail and Agent Inbox: Overview

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

Various components a required for this scenario:

1. The mail is received by the SAPconnect interface (Details see next slide andexercise of this unit).

2. The inbound distribution forwards the e-mail to the mail handling workflowof the interaction center (details see slide: E-Mail Administration: InboundDistribution in this unit).

3. The e-mail workflow converts the mail into a work item and routes it a groupof agents (details see slides later on in this unit).

4. The routing of mails can be enhanced via ERMS (Email ResponseManagement System, more details are given in a separate unit of this course).

5. The routed work item needs to integrated into the agent inbox of the ICWebClient. This is done by agent inbox specific customizing settings (moredetails on the agent inbox are given in a separate unit of this course).



Figure 90: E-Mail Administration: SAPconnect

SAPconnect offers a standard interface that allows sending and receiving Internetmails, faxes, and text messages (pager / SMS). (Only e-mail is shown in thisgraphic).

There are two alternatives for connecting a mail server via SAPconnect:

• SAPconnect with SMTP plug-in (as of SAP NetWeaver ApplicationServer 6.10): SAP system kernel supports SMTP (the Internet mailprotocol) directly; that is, e-mails can be sent from the SAP system to everySMTP-compatible mail server or received from the SAP system, withoutthe need for any other components.

• SAPconnect with RFC (SAP Basis 3.1 upwards): Various gateways canbe connected via the RFC, and they transfer e-mail between the SAP systemand certain mail servers.

We recommend connecting via the SMTP plug-in.



Figure 91: E-Mail Administration: Inbound Distribution

In the Recipient Distribution you are mapping the externally published e-mailaddress (recipient) of your company to a workflow object. The workflow willroute 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. Enter the externally published e-mail address of your company (recipient).2. Select via the F4 Help the appropriate Object (e.g. “ERMS support 2” if you

want the IC WebClient work flow that uses ERMS).3. Select in the same F4 Help the internal recipient address of your service team.



Figure 92: Workflow Administration: Assign Agents

Any agent that is supposed to receive e-mails as workflow items in the agent inboxof the IC must be assigned to the workflow.

This can be done in the IC WebClient Agent Inbox administration for the workflowrouting without ERMS.

Or in the ERMS administration if the IC WebClient mail routing based uponERMS is used.



Figure 93: SAP BCM versus classical Telephony Integration

SAP Business Communications Management (SAP BCM) allows you to managedistributed 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.



Exercise 9: Communication Architecture

Exercise ObjectivesAfter 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 ExampleYou are a technical consultant given the task of setting up the communicationinfrastructure for a SAP CRM IC WebClient implementation. You want to makeyourself 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 forthe integration of the IC WebClient with an external communication managementsoftware like a Computer Telephony Integration Servers (CTI).

As no real communication management software is connected to our CRMtraining 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).


SAP Implementation Guide → Customer Relationship Management →UIFramework →Business Roles → Define Business Role

Choose your business role Z##AGENT and select Assign Function Profilesfrom the dialog structure.

Under the function profile ID CONTACTCENTER you would be able toassign your communication management software profile to your businessrole.

2. In customizing, display a Communication Management Software Profile.






SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Basic Functions → CommunicationChannels → Define Communication Management Software Profiles.

These profiles are assigned as Function Profiles to the IC Agent BusinessRole.

3. Access the Business Communication Management Software Administration.

SAP Menu → Interaction Center → Interaction Center WebClient →Administration → Communication Management Software → InterfaceSettings → Maintain Communication Management Software Connections.

Here you can see the communication management software IDs and theassigned connections to the external software servers.

Hint: The RFC connections are maintained in transaction SM59under HTTP Connections to External Server.

4. Check the communication channels of Communication ManagementSoftware System.

SAP Menu → Interaction Center → Interaction Center WebClient →Administration → Communication Management Software → MaintainSystem Settings.

Here you assign channels like phone, mail and chat to the communicationmanagement software IDs

Hint: Here you have also the option to flag a communicationmanagement software ID to be used in combination with theSAPphone 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 thecommunication management software profiles (from IMG customizing).




Task 2:SAPconnect

Section 1 showed how e-mails (and other communication processes) can bepushed 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 bySAPconnect 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 incase 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




Mark: Node can resolve…

Mark: Node is to be monitored…

Mark: Node is ready for use…

Mark: Node supports:…

Carry out test: Yes

2. Maintain internal receiving e-mail address.

Now you have to maintain the internal e-mail address of the responsibleservice team which can be different from your external e-mail address.



SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Settings for AsynchronousInbound Processing → Define Receiving E-Mail/Fax Settings.

Add a new internal e-mail address by copying the existing [email protected] to your group number.

3. Maintain recipient distribution.

In this step you assign the external e-mail address of our company (thatmatches your SAPconnect mail node settings) to the internal e-mail addressof 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 ( ).



Solution 9: Communication ArchitectureTask 1:Business Communication Broker

In this section we want to take a look at the administration settings required forthe integration of the IC WebClient with an external communication managementsoftware like a Computer Telephony Integration Servers (CTI).

As no real communication management software is connected to our CRMtraining system we will just describe the administration settings.

1. Assignment of communication software profile to IC Agent business role.




Choose your business role Z##AGENT and select Assign Function Profilesfrom the dialog structure.

Under the function profile ID CONTACTCENTER you would be able toassign your communication management software profile to your businessrole.

a) see task

2. In customizing, display a Communication Management Software Profile.



SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Basic Functions → CommunicationChannels → Define Communication Management Software Profiles.

These profiles are assigned as Function Profiles to the IC Agent BusinessRole.

a) see task

3. Access the Business Communication Management Software Administration.

SAP Menu → Interaction Center → Interaction Center WebClient →Administration → Communication Management Software → InterfaceSettings → Maintain Communication Management Software Connections.




Here you can see the communication management software IDs and theassigned connections to the external software servers.

Hint: The RFC connections are maintained in transaction SM59under HTTP Connections to External Server.

a) see task

4. Check the communication channels of Communication ManagementSoftware System.

SAP Menu → Interaction Center → Interaction Center WebClient →Administration → Communication Management Software → MaintainSystem Settings.

Here you assign channels like phone, mail and chat to the communicationmanagement software IDs

Hint: Here you have also the option to flag a communicationmanagement software ID to be used in combination with theSAPphone interface instead of the ICI interface.

a) see task

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 thecommunication management software profiles (from IMG customizing).

a) see task

Task 2:SAPconnect

Section 1 showed how e-mails (and other communication processes) can bepushed 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 bySAPconnect 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 incase 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




Mark: Node can resolve…

Mark: Node is to be monitored…

Mark: Node is ready for use…

Mark: Node supports:…

Carry out test: Yes

a) see task

2. Maintain internal receiving e-mail address.

Now you have to maintain the internal e-mail address of the responsibleservice team which can be different from your external e-mail address.



SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Settings for AsynchronousInbound Processing → Define Receiving E-Mail/Fax Settings.

Add a new internal e-mail address by copying the existing [email protected] to your group number.

a) Select [email protected] and choose Copy As...

Address/Number: SERVICE@TEAM.##

b) Save your data.

3. Maintain recipient distribution.

In this step you assign the external e-mail address of our company (thatmatches your SAPconnect mail node settings) to the internal e-mail addressof 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 ( ).

a) see task



Lesson Summary

You should now be able to:• Describe the technical landscape and communication architecture of SAP



CR410 Unit Summary

Unit SummaryYou should now be able to:• Explain the communications architecture of SAP CRM Interaction Center.• Describe the technical landscape and communication architecture of SAP



Unit Summary CR410


Unit 7Agent Inbox

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


• 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 ContentsLesson: Overview of Agent Inbox ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172Lesson: Configuration of Agent Inbox... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .176

Exercise 10: Agent Inbox... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183Lesson: E-Mail Integration... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .198


Unit 7: Agent Inbox CR410

Lesson: Overview of Agent Inbox

Lesson OverviewThe agent inbox is used to call up incoming e-mail messages, work items, andvarious business objects for display or processing. This lesson provides anoverview of the Agent Inbox.


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

Business ExampleYou are interested in learning about the Agent Inbox feature of IC WebClient aspart of your organization’s blueprinting process.

Agent Inbox

Figure 94: Agent Inbox


CR410 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 isa central worklist that the entire team can use to work on incoming objectsincluding activities, e-mails, transactions like CRM and ERP sales orders, servicetransactions, and so on.

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

– Intelligent e-mail routing:

E-mails and faxes that were received via SAPconnect appear asworkflow work items. A workflow takes care of forwarding incomingmails to the appropriate group of agents. Additional routing rules usebusiness partner attributes to route mails to agents who specialize inparticular areas.

– Multiple incoming and outgoing e-mail addresses:

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

• Work items: You can process SAP workflow work items, as well as SAPworkflow work items that you have customized. These work items canoriginate from SAP Customer Relationship Management (SAP CRM) orfrom another SAP system.

• Business transactions: You can call up business transactions such asservice orders, sales orders, and planned activities.

• ERMS routing: Depending on the rule policies you determine, you can usea general task for ERMS decision to allow e-mail routing to all agents oryou can specify individual agents or agent groups to allow e-mail routingonly 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 isreached. During the warning phase, agents are alerted to the upcoming duedate by a yellow traffic light in the Due Date column of the inbox Result List.



Figure 95: Advanced Search and Result Tree

The screenshot above shows the Agent Inbox in a different “layout”. The searchsection is similar to the standard search pages in the CRM WebClient UI. SavedSearches can be created.

The result list is displayed as a tree.


CR410 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.



Lesson: Configuration of Agent Inbox

Lesson OverviewThis lesson looks at the configuration tasks of the Agent Inbox.


• Configure the Agent Inbox.

Business ExampleYou are a consultant engaged on an SAP CRM implementation. You are assignedthe task of customizing the Agent Inbox. You want to learn about the customizingpossibilities of Agent Inbox.

Agent Inbox ConfigurationYou use the following Customizing activities for Customer RelationshipManagement to configure the agent inbox for the Interaction Center WebClient:

• SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Agent Inbox → InboxSearch Definitions → Define Inbox Status

• SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Agent Inbox → DefineInbox Profiles In this activity, you can choose whether to use the standard oradvanced search view, whether the search results are displayed in a table or atree structure and a default quick search.

• Optional: SAP Customizing Implementation Guide → CustomerRelationship Management → Interaction Center WebClient → Agent Inbox→ BAdI: Agent Inbox.

You can further tailor the agent inbox to your business needs by using thisBusiness Add-In.


CR410 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 agentinbox. You can select from the existing element types. Only those element typesthat you choose in this activity will be supported in your agent inbox.



Figure 97: Agent Inbox Configuration: Inbox Categories

SAP Customizing Implementation Guide → Customer Relationship ManagementInteraction Center WebClient → Agent Inbox → Inbox Search Definition →Define Element Categories for Searches: In this IMG activity you define thecategories that specify which types of business objects can be selected with theAgent Inbox search facility.

For inbox work items, the category specifies a valid communication method,for business transactions (abbreviated as ONEORDER in the table below) thecategory refers to a valid business transaction type The categories that SAPdelivers (shown in the table below) may be sufficient for your needs. However, ifyou have defined custom business transaction types, then you must also define anadditional entry in this table for each custom business transaction type.



Figure 98: Agent Inbox Configuration: Mapping of Status, Priorities, andEmployees

• Interaction Center WebClient → Agent Inbox → Map Item Attributes toInbox Attributes → Map Element Status to Inbox Status:

In this IMG activity, you link the agent inbox status that you defined withthe system status and the user status of the SAP Customer RelationshipManagement System (SAP CRM System). You can make this type of linkfor each element type.

• Interaction Center WebClient → Agent Inbox → Map Item Attributes toInbox Attributes →Map Element Priorities to Inbox Priorities:

In this IMG activity, you determine how the priority of an element isdisplayed in the agent inbox.

• Interaction Center WebClient → Agent Inbox → Map Item Attributes toInbox Attributes → Map Business Transactions to Responsible Employeesand Groups:

This IMG activity is relevant for the inbox search using the Assigned To andAccount search criteria. You can assign partner functions for displayingsearch results and you can define partner functions for the search usingAssigned To.



Figure 99: Agent Inbox Configuration: Inbox Profile

SAP Implementation Guide → Customer Relationship Management → InteractionCenter WebClient → Agent Inbox → Define Inbox Profiles: In this Customizingactivity, you can define the Inbox Profile that determines which entries aredisplayed in the dropdown boxes of the inbox search. You can also choosewhether 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 inboxprofile. Searches based on multilevel categorization are also possible (with SAPCRM 7.0).



Figure 101: Agent Inbox Configuration: Alternative Results List

It is possible to display the result list as table, instead of tree structure. Togglingbetween the views is also possible.

SAP CRM 7.0 brings more advanced personalization capabilities: drag and dropof 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 executedautomatically when navigating to inbox.



Exercise 10: Agent Inbox

Exercise ObjectivesAfter 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 ExampleYou make yourself familiar with the e-mail related Agent Inbox settings of the ICWebClient 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 forthe integration of the mail handling workflows of the IC WebClient and ERMS.In the last exercise (Communication Architecture) we have mapped the originalrecipient e-mail address to a new recipient address (internal receiving e-mailaddress). This mapping was done in the inbound distribution (transaction SO28).At the same time, this transaction controls that the mails will be passed to thee-mail workflow.

The routing of email work items of the workflow can be controlled by ERMS. Forthis purpose you have to assign the new recipient address mentioned above tothe Service Manager Profile that will start the ERMS rule policy that you wantto user for the routing.

1. In customizing, assign your new recipient address to the Service ManagerProfile.



SAP Implementation Guide → Customer Relationship Management →E-Mail Response Management System → Service Manger → Assign ServiceManager Profiles

Create following entries:




Address ObjectID Service Manger Profile

SERVICE@TEAM.## 207914 DEFAULT


Hint: The Object IDs 207914 and 207915 represent the workflowtasks ERMS decision and ERMS rule execution of the mailhandling workflow 2000001. Compare to exercise ERMSWorkflowSettings of unit Communication Management.

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

1. Assign standard tasks to the workflow.



SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Settings for AsynchronousInbound Processing → Assign Standard Tasks to Communication Methods

Here the communication methods like mail or fax are assigned tocorresponding tasks of the workflow. In our case the relevant entries arealready 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 haveassigned your user in exercise of unit Communication Architecture

2. Define Communication Method Settings.






SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Settings for AsynchronousInbound Processing → Define Communication Method Settings

The communication Method INT needs to be assigned to the activitycategory INT. The required entry should already be there.

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

This is the internal e-mail address of your service team. You have alreadymade the entry SERVICE@TEAM.## in the last exercise (CommunicationArchitecture).

4. SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Settings for AsynchronousInbound Processing → Define Receiving E-Mail/Fax Settings

Here you have to link the internal e-mail address of your teamSERVICE@TEAM.## to the communication method INT.

5. SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Agent Inbox → InboxSearch 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 → MapElement Priorities to Inbox Priorities:

Here the priorities of the different item types are mapped to the native inboxpriorities. The required entries already exist. You only have to make changesif you have created your own priorities.

7. SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Agent Inbox → DefineInbox Profiles

Create your own Inbox Profile Z##INBOX.

Therefore copy the existing Agent Inbox Profile ZCR410INBOX with alldepending entries .

Hint: In dialog structure Assign Main Categories, you can assigncategories other than e-mail (INT) to your Agent Inbox profile, sothat your inbox will be a blend of mail processes and other businessprocesses.




8. Assign your Inbox Profile as Function Profile to your Business Role.




Select your Business Role Z##AGENT and choose Function Profiles fromthe 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 tointegrate 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 → UIFramework → Business Roles → Define Business Role


Here you can assign an E-Mail Profile (Function Profile ID EMAIL) to yourBusiness 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 agentis 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.COMfor external e-mail addresses that you have created in exercise SAPphonesettings and further specified in the recipient mails distribution in unitCommunication Architecture: quick.service##@COMPANY.COM

Check if the mail arrived in the agent inbox of the WebClient.

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##.

InWorkflow Event Trace (transaction SWEL) you can check if theevent mailreceived of the workflow was created successfully.

Task 4:Agent Inbox customizing for item types: In the following we will take a look atthe 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. SAPMenu→ Architecture and Technology→Configuration→Customizing(transaction code /nSPRO)


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 maytake a look transaction Define Item Types to see the different kinds ofbusiness objects supported in the agent inbox.

One of the item types is Inbox Item: OneOrder which stands for CRMbusiness 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 exampleyou have for item type Inbox Item:OneOrder several business transactionstypes assigned. Among them for example is TA Sales Order.

IMG:… Customer Relationship Management → Agent Inbox → DefineInbox Profile

Here the categories are assigned to the inbox profile. Select your profileZ##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



0010 Interaction Record

INT E-Mail

TA Sales Order

Task 5:Quick Search Definition: You can define custom quick searches according toyour 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 Inboxprofile.



SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Define Inbox Profiles

Select your Agent Inbox profile Z##INBOX and choose Assign QuickSearches from the dialog structure.

Select New Entries and enter your Quick Search definition ZS## (UseF4-Help .

3. Log on to the IC WebClient.





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 theappropriate business partner automatically and creates anInteraction 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 newlycreated search definition for service requests.

Select one entry from the results list and choose Display or Interact tonavigate to the Service Request.



Solution 10: Agent InboxTask 1:ERMS Settings (Email Response Management System)

In this section we want to take a look at the administration settings required forthe integration of the mail handling workflows of the IC WebClient and ERMS.In the last exercise (Communication Architecture) we have mapped the originalrecipient e-mail address to a new recipient address (internal receiving e-mailaddress). This mapping was done in the inbound distribution (transaction SO28).At the same time, this transaction controls that the mails will be passed to thee-mail workflow.

The routing of email work items of the workflow can be controlled by ERMS. Forthis purpose you have to assign the new recipient address mentioned above tothe Service Manager Profile that will start the ERMS rule policy that you wantto user for the routing.

1. In customizing, assign your new recipient address to the Service ManagerProfile.



SAP Implementation Guide → Customer Relationship Management →E-Mail Response Management System → Service Manger → Assign ServiceManager Profiles

Create following entries:

Address ObjectID Service Manger Profile



Hint: The Object IDs 207914 and 207915 represent the workflowtasks ERMS decision and ERMS rule execution of the mailhandling workflow 2000001. Compare to exercise ERMSWorkflowSettings of unit Communication Management.

a) see task




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

1. Assign standard tasks to the workflow.



SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Settings for AsynchronousInbound Processing → Assign Standard Tasks to Communication Methods

Here the communication methods like mail or fax are assigned tocorresponding tasks of the workflow. In our case the relevant entries arealready 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 haveassigned your user in exercise of unit Communication Architecture

a) see task

2. Define Communication Method Settings.



SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Settings for AsynchronousInbound Processing → Define Communication Method Settings

The communication Method INT needs to be assigned to the activitycategory INT. The required entry should already be there.

a) see task

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




This is the internal e-mail address of your service team. You have alreadymade the entry SERVICE@TEAM.## in the last exercise (CommunicationArchitecture).

a) see task

4. SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Settings for AsynchronousInbound Processing → Define Receiving E-Mail/Fax Settings

Here you have to link the internal e-mail address of your teamSERVICE@TEAM.## to the communication method INT.

a) see task

5. SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Agent Inbox → InboxSearch Definitions → Define Element Categories for Searches

Here the category INT is connected to the item type Inbox Workitem.

The entry should already exist.

a) see task

6. IMG:…Agent Inbox → Map Item Attributes to Inbox Attributes → MapElement Priorities to Inbox Priorities:

Here the priorities of the different item types are mapped to the native inboxpriorities. The required entries already exist. You only have to make changesif you have created your own priorities.

a) see task

7. SAP Customizing Implementation Guide → Customer RelationshipManagement → Interaction Center WebClient → Agent Inbox → DefineInbox Profiles

Create your own Inbox Profile Z##INBOX.

Therefore copy the existing Agent Inbox Profile ZCR410INBOX with alldepending entries .

Hint: In dialog structure Assign Main Categories, you can assigncategories other than e-mail (INT) to your Agent Inbox profile, sothat your inbox will be a blend of mail processes and other businessprocesses.

a) see task

8. Assign your Inbox Profile as Function Profile to your Business Role.








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 tointegrate 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 → UIFramework → Business Roles → Define Business Role


Here you can assign an E-Mail Profile (Function Profile ID EMAIL) to yourBusiness 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 agentis using ICI (Contact Push) or Agent Inbox (Contact Pull) process.

a) see task

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.COMfor external e-mail addresses that you have created in exercise SAPphonesettings and further specified in the recipient mails distribution in unitCommunication Architecture: quick.service##@COMPANY.COM

Check if the mail arrived in the agent inbox of the WebClient.






Search by main category: E-Mail.


Go to SAPConnect (transaction SCOT)

Mark your created e-mail node LOOP##.

Press: Start send process (Ctrl + F7)



a) see task

Task 4:Agent Inbox customizing for item types: In the following we will take a look atthe 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. SAPMenu→ Architecture and Technology→Configuration→Customizing(transaction code /nSPRO)


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 maytake a look transaction Define Item Types to see the different kinds ofbusiness objects supported in the agent inbox.

One of the item types is Inbox Item: OneOrder which stands for CRMbusiness 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 exampleyou have for item type Inbox Item:OneOrder several business transactionstypes assigned. Among them for example is TA Sales Order.

IMG:… Customer Relationship Management → Agent Inbox → DefineInbox Profile




Here the categories are assigned to the inbox profile. Select your profileZ##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 toyour 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) see task

2. In customizing assign your Quick Search definition to your Agent Inboxprofile.



SAP Implementation Guide → Customer Relationship Management →Interaction Center WebClient → Agent Inbox → Define Inbox Profiles

Select your Agent Inbox profile Z##INBOX and choose Assign QuickSearches from the dialog structure.




Select New Entries and enter your Quick Search definition ZS## (UseF4-Help .

a) see task

3. Log on to the IC WebClient.


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 theappropriate business partner automatically and creates anInteraction Record.

a) see task

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 newlycreated search definition for service requests.

Select one entry from the results list and choose Display or Interact tonavigate to the Service Request.

a) see task



Lesson Summary

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

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



Lesson: E-Mail Integration

Lesson OverviewThis lesson shows how to integrate e-mail with the agent inbox.


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

Business ExampleYou are an SAP CRM consultant engaged on an implementation project. You areassigned the task of integrating e-mail with the agent inbox. You want to learnmore about the integration aspects.

E-Mail & Agent Inbox


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


CR410 Lesson: E-Mail Integration

Various components are required for this scenario:

1. The mail is received by the SAPconnect interface (Details see unitCommunication Architecture).

2. The inbound distribution forwards the e-mail to the mail handling workflowof the interaction center (Details see unit Communication Architecture).

3. The e-mail workflow converts the mail into a work item and routes it to agroup of agents (Details see unit Communication Architecture).

4. The routing of mails can be enhanced via ERMS (E-mail ResponseManagement System, more details are given in a separate unit of this course).

5. The routed work item needs to be integrated into the agent inbox of the ICWebClient. This is done by agent inbox specific customizing settings (seenext slide).




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

• In the e-mail profile you have to use the Inbox as e-mail provider (insteadof the ICI).

• The communication method INT (= e-mail) must be assigned to a workflowtask (standard setting is available).

• The communication method INT (= e-mail) must be assigned to a an activitycategory.

• This activity category has to be assigned to the INBOX profile. You can alsoassign business transaction types to the INBOX profile so that the agentinbox 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 theIC WebClient profile.


CR410 Lesson: E-Mail Integration

Lesson Summary

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


Unit Summary CR410

Unit SummaryYou 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.


Unit 8Rule Modeler

Unit OverviewContent:

• Rule Based Routing:

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

• Rule Modeler


• Describe how rule based routing is used by E-Mail Response ManagementSystem 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 ContentsLesson: Overview of Rule Modeler .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .204Lesson: Configuration of Rule Modeler .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .211Lesson: Rule Policy Examples ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216

Exercise 11: Creating Rule Policies.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227


Unit 8: Rule Modeler CR410

Lesson: Overview of Rule Modeler

Lesson OverviewRule-based routing, E-mail Response Management System (ERMS) andIntent-Driven Interaction (IDI) are important functions available to automateInteraction Center operations. This lesson covers each of these concepts.


• Describe how rule based routing is used by E-Mail Response ManagementSystem and Order routing

• Understand the concept of Intent-Driven Interaction.

Business ExampleYou are interested in using SAP CRM Interaction Center to manage your inbounde-mail responses, to e-mail created service requests to the customer and to routetransactions among processing teams. You want to learn more about how to enablethese 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 agentinbox are controlled by the rule engine.


CR410 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 objectto process it or forward it to the inbox of other agents.

The Rule Modeler application is contained in several business roles, for examplewhen logging on as Interaction Center Manager (IC_MANAGER), SalesProfessional (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 ofaccount relationships like “has the responsible employee” and Lead / OpportunityDistribution (dispatching of documents) are used in the area of CRM Marketingand CRM Sales.

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



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

This picture shows how e-mails and Web forms are handled by the automatedprocessing. Web forms are converted to e-mail documents (with their specificattributes attached in XML format and a nicely formatted representation for theagent) so that they can be handled like e-mails.

After the e-mail hits the system, there is an initial handling taking place. The firstpolicy will decide if e-mails are processed any further or are just deleted (forexample, in the case of spam or bounce mails).

If an e-mail passes this initial decision, a work flow item will be created torepresent the e-mail. In this work flow, other policies will be called to furtherdetermine what should happen to the e-mail. The outcome of these policies couldbe that the e-mail is routed to a specific queue for an agent to pick up that anotherpolicy is called, or that it is automatically acknowledged or responded.

Modeling of rules can be shared by the managers and administrators of yourcompany as shown on this slide.

The manager in the headquarters maintains a policy that routes mails based on thee-mail language. The rules of this policy are invoking the policies of the differentregional managers - in our example the regional policy of Italy.

The policies set up by the regional managers further analyze the e-mails andinvoke policies of the sales and the service teams. In this case the policy of theservice team in Italy.

The manager of the service team defines rules that route the e-mails to the agentinbox of the different service teams. Here the rules are based on key words in thee-mail content like “hardware” and “software” to route the e-mails to the serviceteams responsible for hardware or software service.



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

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

Figure 108: Order Routing

The routing of service tickets to the agent inbox is based on the assignment ofpartners 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 thisorganizational unit.



Figure 109: Manual and Automatic Order Routing



IDI – Intent-Driven InteractionThe automatic routing is carried out by the rule modeler based on attributes ofthe service ticket.

Intent-Driven Interaction (IDI) ensures that customer interactions are handledaccording 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 onany User Interface element).

Within the Rule Modeler in a second step Business Roles and IC events have tobe 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 handledaccording 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 onany User Interface element).

Within the Rule Modeler in a second step Business Roles and IC events have tobe 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.



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.


CR410 Lesson: Configuration of Rule Modeler

Lesson: Configuration of Rule Modeler

Lesson OverviewIn this lesson we will focus on the rule modeler that is used for the administrationof rules and policies. We will see some IMG configuration related to the rulemodeler.


• Use the rule modeler to configure policies and rules.

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

Determination of Rule Policies

Figure 111: Assigning Service Manager Profiles in Customizing



To enable ERMS or order routing scenarios it is mandatory to define a servicemanager profile. The service manager profile contains a service, which is callinga rule policy.

A rule policy has to be defined using the Rule Modeler application (in the CRMWebClient UI).

The following IMG activity allows assigning service manager profiles totransaction types:

SAP Customizing Implementation Guide → Customer Relationship ManagementTransactions → Additional Settings → Assign Dispatching Rule Profile toTransaction Types

Hint: This IMG activity allows applying different rule policies fordifferent transaction types!

The following IMG activity is used to assign service manager profiles to incominge-mail addresses/workflow tasks invoking the rule modeler:

SAP Customizing Implementation Guide → Customer Relationship Management→ E-Mail Response Management System → Service Manager → Assign ServiceManager Profiles

For the rule modeler scenario Account and Contact Management the servicemanager 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) isinvoked in a different way. Please take note of the following steps:

• 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.



Figure 112: Rule Modeler: Distributed Administration of Policies

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

Figure 113: Rule Modeler and Repository: Context

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



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 therepository to support the maintenance of rules in the rule modeler.

E-Mail Workbench and ERMS Simulator

• The E-Mail Workbench allows for quick, manual operations on e-mails bya response manager.

• The ERMS Simulator enables you to simulate draft rules on historic e-mailtraffic.



Lesson Summary

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



Lesson: Rule Policy Examples

Lesson OverviewThis lesson contains Interaction Center related Rule Modeler examples.


• Understand how to define rule policies and rules within the rule modelerapplication

• Explain the Alert Editor• Describe the details of different rule examples

Business ExampleYou would like to set up different rule policies for the Interaction Center specificcontexts ERMS; Order Routing and Intent-Driven Interactions.

ERMS ExampleTo define rule policies for E-Mail Response Management System, start the CRMWebClient UI, for example with business role IC Manager (IC_MANAGER).

1. Create a new Rule Policy of type E-Mail Response Management System.2. Create folders and rules.3. Check the rule policy for errors and if necessary correct them.4. Release and save the rule policy.5. Assign the rule policy to Service 50 (RE_RULE_EXEC) of an appropriate

service manager profile.


CR410 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 beenanalyzed and where a categorization has been defaulted. Based on the categorythe e-mail is routed into the inbox of agents of a dedicated team.

The standard system contains numerous conditions, which can be checked, forexample:

• 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 incominge-mails, for example:

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



Figure 116: ERMS Example 2 - Automatic Acknowledgement

The slide above shown an ERMS example where in incoming e-mail is answeredautomatically using an appropriate mail form.

Neither an interaction record nor a service ticket is created in this case.

Order Routing ExampleTo 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. Create a new Rule Policy of type Service Request Management.2. Create folders and rules.3. Check the rule policy for errors and if necessary correct them.4. Release and save the rule policy.5. Assign the rule policy to Service 50 (RE_RULE_EXEC) of the service

manager profile SAP_SRQMROUTING.



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

The slide above shows an example of service request routing based on the Impactof 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 onCategories



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 dedicatedteam 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 arule policy and second to assign appropriate business roles (used by InteractionCenter WebClient agents) to it.

To be able to use IC Events as a condition in the details of a single rule, it isnecessary to assign those IC Events to the header data of such a rule policy.

There are numerous IC Events predefined, for example:

• BPConfirmed• AutoSuggestStart• AutoSuggestEnd• CallListSelected• CallListCallSelected• IObjectConfirmed• EndContact• ServiceOrderDispatched



It is possible to define customer specific events using Customizing. Choose

SAP Customizing Implementation Guide → Customer Relationship Management→ Interaction Center WebClient → Additional Functions → Intent-DrivenInteractions → 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. Thereforeit is necessary to use the (Create) Subnode button to first create a rule folderand then again to create a rule.

The rule details allow defining one or more conditions, which are checked beforean 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, whichhave been assigned in the rule policy header data!

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



Figure 121: The Alert Editor

The Alert Modeler tool is accessible from the IC Manager role under ProcessModeling.

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 standardNavigation Object / Action

Alerts can include variables (for example, number of auto-suggested solutions orservice order ID) by means of Fact base attributes, which can be inserted intothe alert text.

It is possible to define Themes for Alerts in Customizing. Themes affect theappearance 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 forSAP CRM 7.0.

SAP Customizing Implementation Guide → Customer Relationship Management→ Interaction Center WebClient → Additional Functions → Define Themes forAlerts



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 fileextension, exactly as it appears in the File Name column (for example,warning.gif). You can only choose icons that appear on this list. Pathreferences to other icons are not supported.



Once the alert is displayed in the Interaction Center WebClient application, theagent can use a hyperlink to navigate forward, in this case to the InteractionRecord.

Caution: Please note that the navigation bar profile, which is linked tothe business role of the Interaction Center agent, has to allow forwardnavigation 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 canbe integrated into the alert text. For example it is possible to display the numberof calls/complaints the customer filed recently. It is also possible to displayobject information, for example possible warranty (end) dates of installed basecomponents.



Figure 124: Rule Definition - Example 1 - Alert

The slide above shows how a rule is defined that triggers an alert, which remindsthe interaction center agent to wrap up the call.

300 seconds upon confirming the business partners have to pass until the alertis displayed.

Figure 125: Rule Definition - Example 2 - Script Start

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



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

IDI provides an action Send outgoing e-mail that can be used to trigger theautomatic sending of an e-mail (in the background) from the Interaction Centerusing 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 interactionis completed.



Exercise 11: Creating Rule Policies

Exercise ObjectivesAfter completing this exercise, you will be able to:• Create your own ERMS rules• Create an Intent Driven Interaction Rule.

Business ExampleYou have to make yourself familiar with the CRM IC Manager Role and the RuleModeler functionality.

Task 1:Rule based e-mail handling with ERMS

1. Service Manager Profile: Create your own Service Manager Profile andassign your new recipient address to it.

Copy the Service Manger Profile DEFAULT to your own profile ( ).

SAP Menu→ Architecture and Technology→ Configuration→ Customizing.


SAP Implementation Guide → Customer Relationship Management →E-Mail Response Management System→ Service Manager → Define ServiceManager 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 → AssignService Manager Profiles.

Change the assigned Service Manager Profile of your recipient address tofollowing:




Address: ObjectID: Service Manger Profile:

SERVICE@TEAM.## 207914 Z##SMPROF


Do not forget to save your settings ( ).

Hint: If you do not see entries for SERVICE@TEAM.##, youmight have skipped exercise Communication Architecture andexercise Agent Inbox.

To continue with this exercise, you have to finish exerciseCommunication Architecture and exercise Agent Inbox first.

The Object IDs 207914 and 207915 represent the workflow tasksERMS decision and ERMS rule execution of the mail handlingworkflow 2000001.

Compare to exercise ERMS Workflow Settings of unitCommunication Management.

Task 2:Rule Modeler: Access the Rule Modeler and create your own Rule Policy withsimple 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 SearchRule Policies.

Select E-Mail Response Management System (ERMS) from the Contextdropdown box and press the Search button.

In the result list select Rule Policy DEFAULT and go to the details of thepolicy. 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 enterfollowing:




Context: E-Mail Response Management System

Rule Policy: Z##_ERMS_RULES

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

4. 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 ##

5. 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 ##

6. 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:




Action: Send Auto Acknowledgement

Mail Form: Z_AUTO_ACKNOWLEDGE(use F4-Help ())

Outgoing E-Mail Address: [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 assignedto.

8. SelectMore from the Policy table on the right hand side and choose CheckDraft Rules.

When you obtain the message that everything is OK, selectMore againand choose Release Draft Rules.

Choose Save.

Your rule is now ready for execution and just need to be to your serviceManager Profile.

9. In Customizing select following path:

Select your service Manger Profile Z##SMPROF and choose DirectlyCalled Services from the dialog structure.

Select entry 50 (RE_RULE_EXEC) and select Properties from the dialogstructure.

For Property ID Policy change the value to Z##_ERMS_RULES.




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

1. Go to the Business Workplace ( ) (transaction SBWP).

Send a mail to the valid address range *.service##@COMPANY.COMfor external e-mail addresses that you have created in exercise SAPphonesettings and further specified in the recipient mails distribution in unitCommunication Architecture: quick.service##@COMPANY.COM.

Check if the mail arrived in the agent inbox of the WebClient and anInteraction Record has been created for the auto acknowledge rule.



Search by main category: E-Mail

Search by main category: Interaction Record


Go to SAPConnect (transaction SCOT). Mark your created e-mailnode LOOP##.

Press: Start send process (Ctrl + F7).



2. Check for the successful execution of the rule you created. Therefore usethe 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 columnOrganization. It should contain the value you maintained in the rule, inthis case 50015676.




Use the hyperlink to display e-mail details. Observe the assignment blockRules.

Both actions should have execution status Yes.

Go to the business workplace and check your inbox. You should find anunread document containing an automatic reply, corresponding to the mailform 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. SelectProcess Modeling from the navigation bar and choose Search Alerts.

Select English for the language search criteria and Reminder for the Namesearch 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 tothe Interaction Record when you click the alert hyperlink.


Intent Driven Interaction Rule Policy: Create your own rule policy to raise thereminder alert, when a customer calls the agent.

1. Select Process Modeling from the navigation bar and choose Create RulePolicy.

Select the New button ( ).

Choose Intent Driven Interaction (IC WebClient) from the Contextdropdown box enter Z##_REMINDER for the policy name.

On the next page, save your rule first ().

2. Select the entry Z##_REMINDER ( ) and choose Add Entry from theBusiness Roles table.

Select your business role Z##Agent from the available business roles. Youhave to assign the right business role for which the rule should work.

Select Add Entry from the IC Events table and choose BPConfirmed fromthe available IC Events.




You have to assign the right IC Events to your policy you wish to workwith later.

Save your settings ().

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 ##

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

Name: Z##_REMINDER_RULE

Description: Reminder Rule for Group ##

5. Select Add Entry from the Conditions table and enter following:

Match: If

Attribute: Current Event

Operator: Equals

Value: Business Partner Confirmed

6. Select Add Entry from the Actions table and enter following:

Action: Trigger Alert

Alert Name: REMINDER

Time Delay: 15 (seconds)

7. ChooseMore from the Policy table and then select Check Draft Rules.

ChooseMore again and then select Release Draft Rules.




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 ofyour screen.

Choose the screen to navigate to the Interaction History view.

Hint: While selecting the confirmation button to start the interactionwith a customer, the IC WebClient raises a so called IC Event.

In this case, the event is Business Partner Confirmed. You canchoose from a wide range of IC Events like Category Changedor other User Interface events and you can run user specific ruleson these events.

It is also possible to define your own events within Customizing.



Solution 11: Creating Rule PoliciesTask 1:Rule based e-mail handling with ERMS

1. Service Manager Profile: Create your own Service Manager Profile andassign your new recipient address to it.

Copy the Service Manger Profile DEFAULT to your own profile ( ).

SAP Menu→ Architecture and Technology→ Configuration→ Customizing.


SAP Implementation Guide → Customer Relationship Management →E-Mail Response Management System→ Service Manager → Define ServiceManager Profile.

Profile ID: Z##SMPROF

Description: ## Service Manger Profile

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

a) see task

2. Assign your profile to your new recipient address.

SAP Implementation Guide → Customer Relationship Management →E-Mail Response Management System → Service Manager → AssignService Manager Profiles.

Change the assigned Service Manager Profile of your recipient address tofollowing:

Address: ObjectID: Service Manger Profile:






Do not forget to save your settings ( ).

Hint: If you do not see entries for SERVICE@TEAM.##, youmight have skipped exercise Communication Architecture andexercise Agent Inbox.

To continue with this exercise, you have to finish exerciseCommunication Architecture and exercise Agent Inbox first.

The Object IDs 207914 and 207915 represent the workflow tasksERMS decision and ERMS rule execution of the mail handlingworkflow 2000001.

Compare to exercise ERMS Workflow Settings of unitCommunication Management.

a) see task

Task 2:Rule Modeler: Access the Rule Modeler and create your own Rule Policy withsimple rules.

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

a) see task

2. Select Process Modeling from the navigation bar and then select SearchRule Policies.

Select E-Mail Response Management System (ERMS) from the Contextdropdown box and press the Search button.

In the result list select Rule Policy DEFAULT and go to the details of thepolicy. Expand the rules folder DEZ.

a) see task

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 enterfollowing:

Context: E-Mail Response Management System

Rule Policy: Z##_ERMS_RULES




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

a) see task

4. 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) see task

5. 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

6. 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:




Action: Send Auto Acknowledgement

Mail Form: Z_AUTO_ACKNOWLEDGE(use F4-Help ())

Outgoing E-Mail Address: [email protected]

Create Interaction Record: Yes

Create Service Order: No

Save your first Action ().

a) see task

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 assignedto.

a) see task

8. SelectMore from the Policy table on the right hand side and choose CheckDraft Rules.

When you obtain the message that everything is OK, selectMore againand choose Release Draft Rules.

Choose Save.

Your rule is now ready for execution and just need to be to your serviceManager Profile.

a) see task

9. In Customizing select following path:

Select your service Manger Profile Z##SMPROF and choose DirectlyCalled Services from the dialog structure.

Select entry 50 (RE_RULE_EXEC) and select Properties from the dialogstructure.

For Property ID Policy change the value to Z##_ERMS_RULES.

a) see taskContinued on next page



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

1. Go to the Business Workplace ( ) (transaction SBWP).

Send a mail to the valid address range *.service##@COMPANY.COMfor external e-mail addresses that you have created in exercise SAPphonesettings and further specified in the recipient mails distribution in unitCommunication Architecture: quick.service##@COMPANY.COM.

Check if the mail arrived in the agent inbox of the WebClient and anInteraction Record has been created for the auto acknowledge rule.



Search by main category: E-Mail

Search by main category: Interaction Record


Go to SAPConnect (transaction SCOT). Mark your created e-mailnode LOOP##.

Press: Start send process (Ctrl + F7).



a) see task

2. Check for the successful execution of the rule you created. Therefore usethe 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 columnOrganization. It should contain the value you maintained in the rule, inthis case 50015676.




Use the hyperlink to display e-mail details. Observe the assignment blockRules.

Both actions should have execution status Yes.

Go to the business workplace and check your inbox. You should find anunread document containing an automatic reply, corresponding to the mailform you assigned in the ERMS rule policy.

a) see task


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. SelectProcess Modeling from the navigation bar and choose Search Alerts.

Select English for the language search criteria and Reminder for the Namesearch 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 tothe Interaction Record when you click the alert hyperlink.

a) see task


Intent Driven Interaction Rule Policy: Create your own rule policy to raise thereminder alert, when a customer calls the agent.

1. Select Process Modeling from the navigation bar and choose Create RulePolicy.

Select the New button ( ).

Choose Intent Driven Interaction (IC WebClient) from the Contextdropdown box enter Z##_REMINDER for the policy name.

On the next page, save your rule first ().

a) see task

2. Select the entry Z##_REMINDER ( ) and choose Add Entry from theBusiness Roles table.




Select your business role Z##Agent from the available business roles. Youhave to assign the right business role for which the rule should work.

Select Add Entry from the IC Events table and choose BPConfirmed fromthe available IC Events.

You have to assign the right IC Events to your policy you wish to workwith later.

Save your settings ().

a) see task

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) see task

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

Name: Z##_REMINDER_RULE

Description: Reminder Rule for Group ##

a) see task

5. Select Add Entry from the Conditions table and enter following:

Match: If

Attribute: Current Event

Operator: Equals

Value: Business Partner Confirmed

a) see task

6. Select Add Entry from the Actions table and enter following:




Action: Trigger Alert

Alert Name: REMINDER

Time Delay: 15 (seconds)

a) see task

7. ChooseMore from the Policy table and then select Check Draft Rules.

ChooseMore again and then select Release Draft Rules.

Save your policy again ().

a) see task

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 ofyour screen.

Choose the screen to navigate to the Interaction History view.

Hint: While selecting the confirmation button to start the interactionwith a customer, the IC WebClient raises a so called IC Event.

In this case, the event is Business Partner Confirmed. You canchoose from a wide range of IC Events like Category Changedor other User Interface events and you can run user specific ruleson these events.

It is also possible to define your own events within Customizing.

a) see task



Lesson Summary

You should now be able to:• Understand how to define rule policies and rules within the rule modeler



Unit Summary CR410

Unit SummaryYou 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



Unit 9Category Modeler

Unit OverviewThis unit introduces the Category Modeler, an application which used to allowmultilevel categorization in service documents. Based on this categorization manyfunctions within those documents can be triggered. For example, it is possible touse multilevel categorization to determine a service product in service request orto derive the responsible service team.


• Describe how multilevel level categorization can be used in IC WebClientservice transactions and activities.

• Use the category modeler to set up categories.

Unit ContentsLesson: Overview of Multilevel Categorization ... . . . . . . . . . . . . . . . . . . . . . . . . . .246

Exercise 12: Multilevel Categorization... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .255Lesson: Configuration of Category Modeler.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .261

Exercise 13: Categorization Schema and Application Areas ... . . . . . .265


Unit 9: Category Modeler CR410

Lesson: Overview of Multilevel Categorization

Lesson OverviewCategorization of service transactions is important for analytical and operationalpurposes. Interaction Center WebClient includes category modeler and multilevelcategorization to cover your business needs. This lesson explains multilevelcategorization and its features.


• Describe how multilevel level categorization can be used in IC WebClientservice transactions and activities.

Business ExampleYou are considering using the SAP CRM IC WebClient helpdesk for servicetransactions. The helpdesk business processes requires categorization oftransactions for processing and to run analytics. So, you are interested inlearning more about Multilevel Categorization features available in SAP CRMIC WebClient.

Multilevel Categorization Overview & Features

Figure 127: Multilevel Categorization: Category Modeler


CR410 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 objectssuch as products, knowledge articles, and document/transaction, templates.

• Within the context of multilevel categorization, when you create acategorization schema, you can choose whether you want categories arrangedhierarchically or by attributes. These are the two Forms of Categorizationand 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 bestsuit this content and makes automatic category suggestions. Content analysisis used in the E-Mail Response Management System (ERMS) to analyze thecontent of inbound e-mails based on predefined search queries.

• The assignment of Service Products (containing Service Levels) allowsutilizing a more elaborate SLA determination in service requests.

• Suggesting Knowledge Articles or Solutions (to Problems) in servicetransactions is possible once those objects are assigned to categories.

• The assignment of objects to categories in the Category Modeler enablesautomatic object suggestions.

• Category Modeler supports merging and importing of categorizationschemas.

• You can set up authorizations to control access to the various functions ofthe Category Modeler.

Figure 128: Multilevel Categorization: Service Transactions

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



In the IC WebClient transactions like service tickets can be categorized basedon this hierarchy. UI enhancements can be done to make more than four fieldsavailable 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 tointegrate the functions of auto suggest and content analysis in your applications.

Multilevel categorization is available for the following applications (in varyingscope):

• 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)



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 determineand suggest solutions that match the categories, you can assign knowledgearticles to categories. For example, if the agent selects a category in a requestfor change, the assigned knowledge articles are suggested as a dialog boxlist. The agent can then add any of them to the request.

Note: This function is available for the standard SAP CRMWebClient 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 serviceticket, you can assign templates to categories, for example service ordertemplates. When the agent selects the appropriate category in the serviceorder, he or she can choose to transfer the data of the relevant service ordertemplate. .

Note: This function is supported for the IC-specific businesstransactions Service Order, Complaint, and Service Ticket, as wellas for the standard SAP CRM WebClient business transactionslike Service Order, Complaint, Incident, Problem, and Request forChange.

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



• Auto suggest of category via products: To automatically determinecategorization based on a reference product, you can assign products tocategories. For example, if a corresponding product is selected in the serviceorder as a reference object, the system automatically fills the categorizationfields.

Note: This function is available for the standard CRM WebClientbusiness transactions like Service Order and Complaint, as well asfor the IC-specific business transactions Service Order, Complaint,and Service Ticket.

• Content analysis: To analyze the e-mail content and categorize thetransaction assigned to the e-mail (in combination with ERMS), you candefine search queries for content analysis and assign them to categories.Using search queries, incoming e-mails are analyzed in the ERMS, anddefault values for categories are determined.

• Activity templates: In Case Management, you can use activity templatesthat are linked to categories, to create additional activities and to link themto the case.

• Document templates: In Case Management, you can use documenttemplates that are assigned to categories, to create documents from a case.

• Enhanced attributes: In Case Management you can assign enhancedattributes, 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 inthe background. The item determination for the service product can beinfluenced by multilevel categorization, if required.

Note: This function is not available for service tickets.

• Determining related business transactions: This function is relevant forincidents, problems, and requests for change. In the SAP CRM WebClientUI, you can use the More pushbutton to determine related businesstransactions in which the same category is used.

• Analytics: Categorization data can be used for reporting and analyzing ofinteraction center transactions



Figure 131: Multilevel Categorization: Suggest Knowledge Articles

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

Figure 132: Multilevel Categorization: Find Knowledge Articles

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



Figure 133: Multilevel Categorization: Interaction Record

Multi Level Categorization is not only available in service transactions in the ICWebClient as it can also be used for a multi level categorization of field Reason inthe 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 / CatalogCategory combination.

A maximum of 5 categorization blocks is possible (corresponding to 5 catalogcategories).



The component workbench is used to make this possible.



Exercise 12: Multilevel Categorization

Exercise ObjectivesAfter completing this exercise, you will be able to:• To run the category modeler tool.• To analyze a categorization schema.

Business ExampleYou have to make yourself familiar with category modeler within the IC Managerrole view.

Task 1:Categorization Schema

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

2. Navigate toKnowledge Management and search for Categorization SchemaID Z_IDES_PCSERVICE_TICKET with status active.

3. Check the details of the Schema and observe the link betweenCategorization Schema and different Application Areas.

Hint: Among others, the application area Service Ticket is assignedto subject profile PC Service Ticket (ZPCSERTIC).

This subject profile is also assigned to the transaction type ServiceTicket (ZST1) in the IMG Customizing of CRM transaction types.

Transaction Type ZST1 is the IC WebClient Service Tickettransaction type (controlled via the business transaction profile).

This way the categorization schema Z_IDES_PCSER-VICE_TICKET is linked to the service ticket processing in the ICWebClient. But please note that the service ticket might no longer bethe preferred transaction to document “Issues”.

The mandatory link between a subject profile and a transactiontype is not required when using Service Requests.

In this case it is possible to link a categorization schema to atransaction type / catalog. An exercise will provide more detailson this.




Task 2:Categories

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

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

3. Select one sub category (for example, Incorrect Printer Format) and go totable Problems and Solutions examine the provided problem and solutiondescriptions.

4. Open up the IC WebClient with business role CR410 Demo Agent andmaintain a Service Request.

Compare the category tree of the category modeler to the categorizationfields in the IC WebClient service request.

In the IC WebClient, select the following categories and take a look at themessages 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 nodeCA_12 Horizontal Streaks or CA_11 Ink or Toner.

Examine the corresponding entries in the Knowledge Article table.

5. Back in the IC WebClient session of CR410 Demo Agent click one of thealert hyperlinks to navigate to the Knowledge Article Search view.



Solution 12: Multilevel CategorizationTask 1:Categorization Schema

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

a) Choose transaction WUI.

2. Navigate toKnowledge Management and search for Categorization SchemaID 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 betweenCategorization Schema and different Application Areas.

Hint: Among others, the application area Service Ticket is assignedto subject profile PC Service Ticket (ZPCSERTIC).

This subject profile is also assigned to the transaction type ServiceTicket (ZST1) in the IMG Customizing of CRM transaction types.

Transaction Type ZST1 is the IC WebClient Service Tickettransaction type (controlled via the business transaction profile).

This way the categorization schema Z_IDES_PCSER-VICE_TICKET is linked to the service ticket processing in the ICWebClient. But please note that the service ticket might no longer bethe preferred transaction to document “Issues”.

The mandatory link between a subject profile and a transactiontype is not required when using Service Requests.

In this case it is possible to link a categorization schema to atransaction type / catalog. An exercise will provide more detailson this.

a) see task




Task 2:Categories

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

a) see task

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

a) You can find the Products table on the right hand side of the screen.

3. Select one sub category (for example, Incorrect Printer Format) and go totable Problems and Solutions examine the provided problem and solutiondescriptions.

a) You can find the Problems and Solutions table also on the right handside of the screen.

4. Open up the IC WebClient with business role CR410 Demo Agent andmaintain a Service Request.

Compare the category tree of the category modeler to the categorizationfields in the IC WebClient service request.

In the IC WebClient, select the following categories and take a look at themessages 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 nodeCA_12 Horizontal Streaks or CA_11 Ink or Toner.




Examine the corresponding entries in the Knowledge Article table.

a) Open a new session and logon to the IC WebClient with business roleCR410 Demo Agent (ZCR410ICAGNT).

On the Identify Account screen enter 3277 (Ketiv Technologies) intothe 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 followingcategories and take a look at the messages displayed in the alert area.

Back in the IC Manager session expand the tree in the category modeleraccordingly and mark the sub node CA_12 Horizontal Streaks orCA_11 Ink or Toner.

5. Back in the IC WebClient session of CR410 Demo Agent click one of thealert hyperlinks to navigate to the Knowledge Article Search view.

a) Click the alert displayed in the context area to navigate to knowledgesearch view.

Hint: Here you can find the problem description andcorresponding solution, which is linked to the selected categoryin the category modeler.



Lesson Summary

You should now be able to:• Describe how multilevel level categorization can be used in IC WebClient

service transactions and activities.


CR410 Lesson: Configuration of Category Modeler

Lesson: Configuration of Category Modeler

Lesson OverviewThis lesson covers how to use category modeler to set up categorization.


• Use the category modeler to set up categories.

Business ExampleYou are a consultant engaged on an SAP CRM implementation and you areresponsible for implementing Multi Level Categorization and its functions. Youare interested in learning the configuration and customizing possibilities usingCategory Modeler.

Configuration of Category Modeler

Figure 135: Category Modeler: Activate Categorization for ServiceTransactions



All categories that belong to one hierarchy are maintained in the category modelerin one schema.

The categorization schema is linked to a transaction type in the following ways:

1. Determination of categorization schema based on transaction type/catalogcategory combination: Used for service request, incident, problem, requestfor change, knowledge article

2. Determination of categorization schema based on subject profile: Used forservice order, complaint, activity, IC service ticket, service confirmation.

Hint: See SAP Note 1266940 - “How to set Customizing for multilevelcategorization” for more information.

Example of using subject profile-based determination: The transaction type ZHELService Ticket uses subject profile SRVT01, which is also assigned to the CategoryModeler Schema for service tickets.

Subject profiles are used to determine which catalogs, code groups, and codes areused by the transaction type. The next slide shows how the categories of a schemaare assigned to the subject codes of a subject profile.

The concept of subject profiles, catalogs, code groups, and codes is not furtherdescribed 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, ServiceTicket or Service Request / Incident.



It is possible to create versions of a categorization schema.

In order to use multilevel categorization within standard CRM transactions, it canbe 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, forexample, 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 abusiness transaction, for example, an incident or a problem. The service productcan 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 aservice product based on multilevel categorization. If multiple service productsare determined, the system chooses the product from the lowest-level category.



The customizing settings required are:

• IMG → Customer Relationship Management → Transactions → Settingsfor Service Requests → Define Item Determination: To enable multi levelcategorization based item determination for a transaction type (for exampleservice requests/incidents).

• IMG → Customer Relationship Management → CRM Cross-ApplicationComponents→ Multi Level Categorization→Assign Transaction Types toCatalog Categories: Map transaction types to catalog categories and activateitem 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 levelcategorization.

In the categorization profile you control UI properties of categories in the ICWebClient Service transactions (SAP Customizing Implementation Guide →Customer Relationship Management → Interaction Center WebClient → BusinessTransaction → Define Categorization Profiles ).

The applications areas control the behavior and functions available in the categorymodeler.

SAP Customizing Implementation Guide → Customer Relationship Management→ CRM Cross-Application Components → Multilevel Categorization → DefineApplication Areas for Categorization.



Exercise 13: Categorization Schema andApplication Areas

Exercise ObjectivesAfter 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 ExampleYou would like to understand how service request documents have to be set upso that it is possible to use multilevel categorization.

Task:Create a new transaction type ZT## (## Incident) and assign this transaction typeto 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 transactionprofile Z##BTPROF.

3. Assign partner functions to your new transaction type. Copy the existingentry ITIN.

4. Log on to the CRM WebClient UI with your business role IC AGENTSGroup ##. 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 activatecategory maintenance based on the transaction type. Copy two existingentries, which have been maintained for transaction type ITIN.

Hint: SAP Customizing Implementation Guide → CustomerRelationship Management → CRM Cross-Application Components→Multilevel Categorization → Assign Transaction Types to CatalogCategories




6. Log on to the CRMWebClient UI with business role IC Manager. Copy theexisting categorization schema ZCR410_COPY_ME to Z##CATSCHEMA(## Categorization Schema).

Assign the application area Service Request / Incident with parameterTransaction type / Catalog Category and value ## Incident / DefectLocations / Object Parts.

Hint: ## Incident is the short text of your transaction type ZT##!





8. Optional: If you would like to enable the second set of categories (Reason),find categorization schema ITSM REASON, create a new version and addthe 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.



Solution 13: Categorization Schema andApplication AreasTask:Create a new transaction type ZT## (## Incident) and assign this transaction typeto your business transaction profile Z##BTPROF.

1. Copy the existing transaction type ITIN to ZT## (## Incident).

a) SAP Customizing Implementation Guide → Customer RelationshipManagement → Transactions → Basic Settings → Define TransactionTypes

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 transactionprofile Z##BTPROF.

a) SAP Customizing Implementation Guide → Customer RelationshipManagement → 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.




3. Assign partner functions to your new transaction type. Copy the existingentry ITIN.

a) SAP Customizing Implementation Guide → Customer RelationshipManagement → 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.





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 areinactive.




5. Make a necessary customizing setting, which will allow you to activatecategory maintenance based on the transaction type. Copy two existingentries, which have been maintained for transaction type ITIN.

Hint: SAP Customizing Implementation Guide → CustomerRelationship Management → CRM Cross-Application Components→Multilevel Categorization → Assign Transaction Types to CatalogCategories

a) SAP Customizing Implementation Guide → Customer RelationshipManagement → CRM Cross-Application Components → MultilevelCategorization → 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 CRMWebClient UI with business role IC Manager. Copy theexisting categorization schema ZCR410_COPY_ME to Z##CATSCHEMA(## Categorization Schema).




Assign the application area Service Request / Incident with parameterTransaction type / Catalog Category and value ## Incident / DefectLocations / 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 shouldcontain 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 assignParameter = Transaction type / Catalog Category with Value = ##Incident / Defect Locations / Object Parts.

In the General Data assignment block, change the Valid-From Date toToday.

Set the Valid-From Time to plus 2 minutes from now.

Set the Status to Released and save the categorization schema.





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 dropdownlists (Subject).

If necessary wait about 2 minutes until the schema becomes active.




8. Optional: If you would like to enable the second set of categories (Reason),find categorization schema ITSM REASON, create a new version and addthe 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) Check the previous solutions for details.



Lesson Summary

You should now be able to:• Use the category modeler to set up categories.


CR410 Unit Summary

Unit SummaryYou 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.


Unit Summary CR410


Unit 10IC Manager Functions

Unit OverviewThis unit gives a brief overview of typical applications, which an interactioncenter manager uses.


• Describe the standard delivered features for Interaction Center Management.

Unit ContentsLesson: Manager Functions... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .276

Exercise 14: Interaction Center Management – Call Lists .. . . . . . . . . . .281


Unit 10: IC Manager Functions CR410

Lesson: Manager Functions

Lesson OverviewInteraction Center WebClient offers functionality for managers. This lessoncovers these functions.


• Describe the standard delivered features for Interaction Center Management.

Business ExampleYou are a manager responsible for sales and service agents in a call centeroperation that uses SAP CRM Interaction Center WebClient. You want to learnmore about the features and functions available to you.

Manager Functions

Figure 139: Interaction Center Management


CR410 Lesson: Manager Functions

There are different main business areas for Interaction Center Managementfunctions.

• 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 sendelectronic messages to agents. The messages appear instantly on each agent’sInteraction 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 isinformed about an outage in section 14 of the power grid. She uses broadcastmessaging to instantly send a message to all the contact center agents and othermanagers informing them of the outage.



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 wheneverthey need guidance during customer interactions.

Agents use these scripts to guide them through each step of a customer contactand enter the customer’s responses in the script. The customer’s response dictatesthe next step that the script displays. These steps may include questions withpredefined answers, business transactions, Web documents, or other activitieswithin 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 traveldiscount campaign to attract new customers. To be consistent with his presentationof 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 Discountscript, read the questions to the customer, and enter the customer’s responses.



Figure 142: Call List Status

Interaction Center (IC) supervisors use this process to manage and maintain calllists. After call lists are created, supervisors must maintain the call list assignmentand 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 supervisorscan perform to further manage call lists. Examples include reassigning call lists toother agents or redistributing calls to other call lists, depending on the businessneeds. Predefined or custom search queries are available to help quickly selectthese calls. Call list statistics are also available to help monitor the call listprogress.

Figure 143: Outgoing Calls: Create Call List



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

– Rules that have fired– Categorization– Fact base– Automatic processing log.



Exercise 14: Interaction CenterManagement – Call Lists

Exercise ObjectivesAfter completing this exercise, you will be able to:• Create and execute a call list• Create and execute a broadcast message.

Business ExampleYou 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 transactionCRMD_CALL_LIST (Generate Business Transactions and Call Lists).

You can access this transaction from following path:

SAP Menu → Interaction Center → Supporting Processes → OutboundCalling → 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

BusinessPartner:

Business PartnerID:

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-##

InteractionCenter:

50005430 (US Contact Center Colorado Springs)

Responsible User: CRM-##

Organization: 50005430 (US Contact Center Colorado Springs)

2. Choose Execute to generate the Call List.

3. Call List Maintenance: Go to transaction CRMD_TM_CLDIST (CallList Maintenance).

SAP Menu → Interaction Center → Supporting Processes → OutboundCalling → 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 roleZ##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 theright hand side.

Hint: The account and the corresponding contact person aredisplayed on the top of your screen.

You will see, that the account has been confirmed automaticallywhen 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 thescreen.

Hang up the call and end the interaction.

Choose button Hang Up from the toolbar.

Choose button End from the toolbar.




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 Progresscolumn.

Task 2:Broadcast Messaging

1. Broadcast Message Execution: Logon to the CRM Web UI and chooseBusiness Role IC Manager.

Choose Create Broadcast Messaging from theManaging Operationsnavigation bar entry.

2. On the Profile Selection tab, mark the profile Broadcast Pro ( ) and savethis 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 Messagefrom theManaging Operations navigation bar entry.

3. On theMaintain Distribution Lists tab, create a new distribution list withname 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 directlyinto the input field.

Choose button Go.

4. Go the Send Message tab and send a message to the newly createddistribution list.

Select the distribution list Z##AGENT from the To Distribution List dropdown list.

Set the Duration to 10 minutes.

Enter a Message Text: e.g. “ Team Meeting today a 1 pm ”.

5. Broadcast Message Consumption: Logon to the IC WebClient and chooseyour 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 thevery bottom of your screen.



Solution 14: Interaction CenterManagement – Call ListsTask 1:Call List

1. Call List Creation: Logon to the system and go to transactionCRMD_CALL_LIST (Generate Business Transactions and Call Lists).

You can access this transaction from following path:

SAP Menu → Interaction Center → Supporting Processes → OutboundCalling → 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

BusinessPartner:

Business PartnerID:

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-##




InteractionCenter:

50005430 (US Contact Center Colorado Springs)

Responsible User: CRM-##

Organization: 50005430 (US Contact Center Colorado Springs)

a) see task

2. Choose Execute to generate the Call List.

a) Choose Execute ( ) to generate the Call List.

3. Call List Maintenance: Go to transaction CRMD_TM_CLDIST (CallList Maintenance).

SAP Menu → Interaction Center → Supporting Processes → OutboundCalling → 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 roleZ##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 theright hand side.

Hint: The account and the corresponding contact person aredisplayed on the top of your screen.

You will see, that the account has been confirmed automaticallywhen 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 thescreen.

Hang up the call and end the interaction.

Choose button Hang Up from the toolbar.

Choose button End from the toolbar.

a) see task




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 Progresscolumn.

a) see task

Task 2:Broadcast Messaging

1. Broadcast Message Execution: Logon to the CRM Web UI and chooseBusiness Role IC Manager.

Choose Create Broadcast Messaging from theManaging Operationsnavigation bar entry.

a) see task

2. On the Profile Selection tab, mark the profile Broadcast Pro ( ) and savethis 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 Messagefrom theManaging Operations navigation bar entry.

a) see task

3. On theMaintain Distribution Lists tab, create a new distribution list withname 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 directlyinto the input field.

Choose button Go.

a) see task

4. Go the Send Message tab and send a message to the newly createddistribution list.




Select the distribution list Z##AGENT from the To Distribution List dropdown list.

Set the Duration to 10 minutes.

Enter a Message Text: e.g. “ Team Meeting today a 1 pm ”.

a) see task

5. Broadcast Message Consumption: Logon to the IC WebClient and chooseyour 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 thevery bottom of your screen.

a) see task



Lesson Summary

You should now be able to:• Describe the standard delivered features for Interaction Center Management.


Unit Summary CR410

Unit SummaryYou should now be able to:• Describe the standard delivered features for Interaction Center Management.


CR410 Course Summary

Course SummaryYou should now be able to:

• Develop a detailed, hands-on understanding of the CRM Interaction CenterWebClient functionality

• Get sound knowledge of the technical landscape and architecture of theInteraction Center WebClient

• Deepen the Interaction Center WebClient configuration knowledge fordifferent business uses.

Related InformationSAP Help Portal: http://help.sap.com/

SAP Best Practices: http://service.sap.com/bestpractices/

SAP Online Knowledge Products (Ramp-up Knowledge Transfer - CustomerRelationship Management): http://service.sap.com/rkt-crm

SAP Developer Network (SDN):

SAP SDN CRM Interaction Center Forum: https://forums.sdn.sap.com/fo-rum.jspa?forumID=243

SAP SDN CRM Blogs: https://www.sdn.sap.com/irj/scn/weblogs?blog=/we-blogs/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

• 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 CRMWeb 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


http://help.sap.com/

http://service.sap.com/bestpractices

http://service.sap.com/rkt-crm

https://forums.sdn.sap.com/forum.jspa?forumID=243

https://forums.sdn.sap.com/forum.jspa?forumID=243

https://www.sdn.sap.com/irj/scn/weblogs?blog=/weblogs/topic/89

https://www.sdn.sap.com/irj/scn/weblogs?blog=/weblogs/topic/89

https://www.sdn.sap.com/irj/bpx/crm

https://wiki.sdn.sap.com/wiki/display/CRM

http://twitter.com/sapcrm

http://www.youtube.com/sapcrmtv

Course Summary CR410


IndexAAccount Identification, 14,108

Account Identification Profile,112

Agent Inbox, 17, 173Alert Icons, 223Alert Modeler, 222BBusiness Roles, 97Business Transaction Profile,129

CCall Lists, 29Category Modeler, 247Communication-EnabledBusiness Processes, 151

Complaint, 49EERMS, 206FFact Base for Alerts, 224Function Profiles, 98IIC Events, 220Incidents, 70Intent-Driven Interaction(IDI), 209

Interaction Record, 15, 127Interactive Scripting, 30Item Determination, 263KKnowledge Article, 56LLeads, 31MMulti Sessioning, 151PProblems, 73Product Proposals, 40RRequest for Change, 77Rule Modeler, 204Rule Policy, 212SService Order, 49Service Request, 49Service Ticket, 49SLA DeterminationProcedure, 52

TThemes for Alerts, 222


Index CR410


FeedbackSAP AG has made every effort in the preparation of this course to ensure theaccuracy and completeness of the materials. If you have any corrections orsuggestions for improvement, please record them in the appropriate place in thecourse evaluation.
