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Function documentationSpecifics for Interaction Center: Sales

 

Compared to CRM Enterprise, the following specifics apply to the interaction center (IC) in the sales area. These specifics apply only if you have chosen to use the IC-specific business transactions rather than the standard CRM business transactions. For more information, see Specifics for Interaction Center: Business Transactions.

Features

  • There are three types of sales orders in the interaction center:

    • CRM Sales Orders

      The sales order is created in the SAP CRM system. This kind of order entry is optimized for sales to business customers (B2B business), where many items can be added to the sales order.

      The following specifics apply to Customizing:

      • You must make settings in Customizing to specify the partner functions that the identified customer and, if necessary, the contact person and the IC agent should adopt in the business transaction. You can do so in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Business Transaction Next navigation step Assign Partner Functions to Business Transactions End of the navigation path.

      For more information about transferring CRM sales orders to SAP ERP, see Data Exchange for Sales Transactions: CRM Enterprise - ERP-System and Changing Business Transactions Transferred to SAP ERP.

      For more information about sales orders, see Sales Transactions in the CRM Enterprise documentation.

    • ERP Sales Orders

      ERP sales orders are created directly and exclusively in the ERP system (SAP ERP), and are not saved in SAP CRM. 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 ERP.

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

      The following prerequisites apply to ERP sales orders in the interaction center:

      • System prerequisites:

        • SAP CRM (CRM Enterprise, IC WebClient)

        • SAP ERP

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

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

      • You have made settings in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Business Transaction Next navigation step ERP Sales Order End of the navigation path.

      • If you would like to use listing-based product proposals, you have implemented the Business Add-Ins (BAdIs) BAdI: Change DDLB Values for Product Proposals and BAdI: Determine Product Proposal in ERP Sales Order in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Business Transaction Next navigation step ERP Sales Order Next navigation step Business Add-Ins End of the navigation path.

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

      Compared to CRM sales orders, the following specifics apply to ERP sales orders:

      • You can only save error-free sales orders, while in CRM it is also possible to save orders that contain errors.

      • SAP ERP does not send the sales orders to SAP CRM.

      • You carry out Customizing for the sales order in SAP ERP. Among other things, you define which fields are mandatory here.

      • You cannot create sales orders by copying a document.

      • The following functions are not supported:

        • Customer-specific fields in the sales order

        • Configurable products

        • ERP cross-selling is not integrated into the ERP sales order (CRM cross-selling is fully supported)

        • Batches

        • Billing plans

    • Sales Tickets

      Sales tickets are only available in the interaction center. This kind of order entry is optimized for sales to consumers (B2C business), where fewer items and less details are needed than in the CRM or ERP sales orders. Compared to CRM sales orders, the following specifics apply to sales tickets:

      • You cannot perform an asynchronous availability check.

      • You cannot configure products.

      • Product proposals cannot be displayed the same screen.

      The following specifics apply to Customizing:

      • You must make settings to specify the partner functions that the identified customer and, if necessary, the contact person and the IC agent should adopt in the business transaction. You can do so in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Business Transaction Next navigation step Assign Partner Functions to Business Transactions End of the navigation path.

    Note Note

    You can define the kind of sales order processing you want to by customizing the navigation bar.

    End of the note.

  • Quotations

    When processing quotations in the interaction center, the following specifics apply:

    • You cannot make manual entries for sales probability.

    • You cannot enter alternative items.

    • To convert a quotation item into an order item, you only have to deselect the Quotation indicator in the sales transaction.