Web Services for Real-Time Offer Management 

Use

A key part of the Real-Time Decisioning Engine (RTD Engine) is the flexible customer profile. The customer profile consists of all customer-related attributes that are valuable to the RTD Engine for selecting the most suitable offer for the customer. The range of customer-related attributes that should belong to the customer profile is very customer-specific and changes regularly – this is usually triggered by the marketing department.

You can define and change a customer profile. This includes configuration steps in the RTD engine and defining and changing Web services. The RTD Engine responds to these new and changed customer profiles.

With SAP CRM, you have an example generic (non-industry-specific) customer profile that you can use as a template. This example customer profile includes all the configuration that is necessary to integrate the interaction center (IC) with the RTD Engine. The result is that IC calls the RTD Engine for real-time offers that are suited to the individual customer calling.

Prerequisites

You have copied and adapted the Web services that are available according to your needs. For more information, see Web Services in SAP Library.

Features

The following Web services are defined and available as part of our standard delivery:

·        Account

   Includes account identity fields, account demographics, recent call center interactions, and marketing attributes

·        Sales order

Includes the quantity of products ordered recently by the account

·        Product

Includes all products that are sellable currently

·        Employee

Includes the IC agent profile