Templates in SAP CRM

A set of predefined attributes that defines the behavior of scripts.

The following information is specific to templates in the Interaction Center (IC) WebClient in SAP CRM.

Example Example

You can reuse an existing SAP CRM survey in a lead qualification script. When agents use the script, they link directly to the existing survey and update the SAP CRM system, generating leads directly.

End of the example.

Note Note

Background processing

Background processing in template Person Marketing Attributes uses script responses entered by the agent to create marketing attributes in the system for the confirmed business partner.

End of the note.

Structure

Templates delivered with the interactive script editor include:

Templates in SAP CRM
Template	Use
Lead Qualification	Prerequisite: You have created a survey in the SAP CRM system using transaction `CRM_SURVEY_SUITE`. This template links to a survey that creates a lead object, which appears in the interaction record. The system also uses the description you give this question as the description in the interaction record and the lead object.
Organization Marketing Attributes	Prerequisites: You have maintained attribute sets in SAP CRM Marketing. You have used dynamic answer Marketing Attribute in this question. This question results in marketing attributes associated with an organization, so it should be used in a business-to-business script.
Person Marketing Attributes	Prerequisites: You have maintained attribute sets in SAP CRM Marketing. You have used dynamic answer Marketing Attribute in this question. This question results in marketing attributes associated with a person, so it should be used in a business-to-consumer script.
Survey	Prerequisite: You have created a survey in the SAP CRM system using transaction `CRM_SURVEY_SUITE`. This template embeds a survey into the script. You must provide the survey ID and the version ID to embed the relevant survey into the script.