Processing Sales Orders in the Interaction Center 

Use

The sales order in the Interaction Center makes it possible for agents to enter products and services quickly and efficiently, and provides an overview of all required sales data. In addition to this, during the business activity, the agent can provide the customer with information about products, offer alternative products, and provide information about previous sales orders.

Integration

The sales order in the Interaction Center is a sales transaction. You can also postprocess sales transactions in CRM Enterprise or SAP ECC if required.

Prerequisites

For information about required Customizing settings, see Process Execution in the Interaction Center.

Interaction Center WebClient:

You have made settings in Customizing to specify the partner functions that the identified customer and, if necessary, the contact person and the Interaction Center agent should adopt in the business transaction. To do so, choose Customer Relationship Management ® Interaction Center Web Client ® Business Transactions ® Assign Partner Functions to Business Transactions.

Features

The functions offered by Quotation and Order Management in SAP CRM are available in the Interaction Center, for example:

●     Create items and enter all sales-relevant data

●     Create quotation items

●     Trigger the availability check and pricing

You can carry out the availability check via SAP APO or SAP ECC.

●     Use of payment cards and payment by last name

●     Copy products from the product search and the detail display for products to the sales order

●     Copy product proposals to the sales order

●     Navigate to Header Details (Interaction Center WebClient) and Item Details (Interaction Center WebClient)

●     Navigate to Pricing at Header Level (Interaction Center WebClient) and to Pricing at Item Level (Interaction Center WebClient)

Special Features of the IC WebClient

The following types of sales orders are available in the Interaction Center WebClient:

●     CRM sales order (simplified entry)

The sales order is created in the SAP CRM system. This kind of order entry is optimized for sales to end customers (B2C business).
The following restrictions apply:

○     It is not possible to perform an asynchronous availability check

○     It is not possible to configure products

○     Product proposals cannot be displayed the same screen

●     ERP sales order

The sales order is created directly and exclusively in the ERP system (SAP ECC). This kind of order entry is optimized for sales to business customers (B2B business), and is intended for customers who want to process order management entirely in SAP ECC. For more information, see Processing ERP Sales Orders in the IC WebClient.

●     CRM sales order

The sales order is created in the SAP CRM system. This kind of order entry is optimized for sales to business customers (B2B business).

●     You can define the kind of sales order processing you want to use in Customizing in the navigation bar.

The following applies for the CRM sales order and simplified entry of CRM sales orders:

●     You create quotation items by selecting the Quotation field in the sales order.

●     You can only carry out a payment card check if the sales order is without errors. If the credit card check is successful, you can no longer make changes in the fields for the payment card data.

●     You cannot delete a sales order once you have saved it. You can only delete or cancel items.

●     For more information on transferring CRM sales orders to SAP ECC, see Data Exchange for Sales Transactions: CRM Enterprise - ERP-System and Changing Business Transactions Transferred to SAP R/3.

See also:

For more information, see the SAP Help Portal under Customer Relationship Management ® Components and Functions ® Sales ® Sales Transactions.

The sales order is used in the following business scenarios in the Interaction Center:

●     IC Sales with CRM Sales Order

●     IC Sales with ERP Sales Order