Real-Time Offers
Use
You can integrate the real-time decisioning engine with the Interaction Center WebClient. It proposes products or messages to the agent, who then recommends them to the customer in what are termed real-time offers. The real-time decisioning engine (RTD engine) is a self-learning tool. It evaluates all customer contacts and determines products that might interest the customer.
Prerequisites
You have activated the business function Sales and Service (CRM_SLS_SRV_1).
You have made the Customizing settings for integrating SAP Real-Time Offer Management. You do this in Customizing for Customer Relationship Management under 
Cross-Industry Functions 
Interaction Center WebClient Integrating Real-Time Offer Management
.
Example
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A customer calls the agent to obtain information.
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The system identifies the customer by their name or telephone number, or the agent searches for the customer.
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The system displays all the previous orders and contracts for the agent.
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The real-time decisioning engine processes this data.
If there are no orders or other data, the RTD engine processes the existing data.
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The agent chooses Offers to display a list of products they can recommend to the customer.
If the customer is interested, the agent navigates to a detailed view of the product.
The customer can purchase one or more of the products offered. These are then placed in their cart and displayed in the sales order.