Processing ERP Sales Orders in the IC WebClient 

Use

This function allows you to enter ERP sales orders (from the system SAP ECC) in the Interaction Center (IC) WebClient. When you do so, the sales orders are not saved in SAP CRM and then sent to SAP ECC; they are created immediately in SAP ECC.

This kind of order entry is recommended when you have only entered sales orders in SAP ECC up until now, but want to use the user interface and call center functions offered by the IC WebClient. It allows you to process your quotations and orders as usual in SAP ECC, and additionally integrate the marketing functions offered by SAP CRM and the special functions of the IC WebClient (for example agent, inbox, call lists). For example, you can display product proposals based on a customer's most recent orders, and copy them to the order.

Prerequisites

System prerequisites:

●     SAP CRM (CRM Enterprise, IC WebClient)

●     SAP ECC 6.0

You use SAP ECC to enter and process sales orders, and have configured order entry in SAP ECC.

You have set up an RFC connection to SAP ECC, and have synchronized products and business partners in SAP CRM and SAP ECC.

You have set up the function in the Customizing activity Customer Relationship Management ® Interaction Center WebClient ® Business Transaction ® ERP Sales Order.

You have defined in the navigation profile that you want to use sales order entry with SAP ECC.

Features

You can process sales orders from SAP ECC on the user interface of the Interaction Center WebClient.

When entering the sales order, note the following special features:

●     You can only save error-free sales orders (like in SAP ECC), while in CRM it is also possible to save orders that contain errors.

●     SAP ECC does not send the sales orders to SAP CRM.

●     You carry out Customizing for the sales order in SAP ECC. Amongst other things, you define which fields are mandatory here.

Among other things, the following information on the SAP ECC sales order is displayed in the IC WebClient:

●     Schedule lines

●     Price information

●     Availability check

●     Incompletion log

●     Document flow and display of documents from SAP ECC

●     Order history

You can search for and display SAP ECC orders by using the agent inbox.

Restrictions

The following functions are not supported:

●     Customer-specific fields in the sales order

●     Configurable products

●     Cross-selling not directly integrated into the sales order

●     Batches

●     Billing plans

You cannot create sales orders by copying a document.

●      For general information on processing sales orders in the IC, see Processing Sales Orders in the Interaction Center.

●      For more information on creating SAP ECC sales orders in CRM Enterprise (People-Centric User Interface), see Processing SAP ECC Sales Documents in SAP CRM.

●      For more information on creating sales orders in SAP ECC, see Creating Sales Orders.

Activities

You create sales orders in the IC WebClient by choosing Sales Order.