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Function documentationSpecifics for Interaction Center: CRM Business Transactions

 

Compared to CRM Enterprise, the following specifics apply to CRM business transactions in the interaction center (IC).

You can create, change, and display business transactions in the IC. The following SAP CRM business transaction categories are available and can be integrated into the IC:

  • Service (service order, service request, incident, problem, request for change, complaint, case, service quotation, service contract, service contract quotation)

  • Sales (CRM sales order, quotation, sales contract, ERP sales order, ERP quotation, ERP sales contract)

  • Marketing (lead, opportunity)

  • Activity (appointment, task, contact)

These business transactions have been integrated into the IC and are the same as those in CRM Enterprise, except that in the IC they have a tiled layout. You can choose to use an overview layout for these business transactions instead by making settings in Customizing for Customer Relationship Management under Start of the navigation path UI Framework Next navigation step UI Framework Definition Next navigation step Register Overview Pages for Tile Layout End of the navigation path.

Note Note

The standard CRM business transaction for leads has been integrated into the IC. However, there is a slight difference between the lead deduplication process in the IC and in CRM Enterprise. During the lead deduplication process, if two matching leads are found, one lead is identified as the primary lead and the two leads are merged. In the IC, the secondary lead is then immediately deleted, whereas in CRM Enterprise the secondary lead is marked with the status Obsolete and only deleted once the relevant report runs in the background. In the IC, the primary lead after the merge is then linked to the activity clipboard.

End of the note.

Integration

The business transaction concept in SAP CRM applies for process execution in the IC. For more information, see Business Transaction in the CRM Enterprise documentation.

Since the user interface and the processing of transactions are separated within the framework of the business transaction, you can create sales orders in the IC, postprocess them in CRM Enterprise, and transfer them to SAP ERP. The user interface can be tailored in each case to the requirements of each user group. It displays all functions in CRM Enterprise that a sales employee requires, whereas the interface in the IC can be configured to show fewer fields and functions accordingly. However, Customizing and processing are identical.

Prerequisites

  • You have maintained the settings for business transactions in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings End of the navigation path.

    Note Note

    You must assign the business transaction category Business Activity to your transaction type to use the interaction record.

    End of the note.

  • You have defined which transactions types are available to the agent, and which transaction type is to be used as standard. 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 Define Business Transaction Profiles End of the navigation path.

  • You have assigned the business transaction profile to a business role in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Define Business Role End of the navigation path.

Features

  • You can create follow-up transactions for business transactions.

  • You can define the transaction type for transaction data and the additional business transactions (service orders and sales transactions) separately. You define this in the Customizing for the business transaction profile.

  • When using the following CRM business transactions in the IC, you can use an enhanced product search and integrate the Real-Time Offer Management (RTOM) offer list:

    • CRM sales order

    • ERP sales order

    • ERP contract

    • ERP quotation

    • CRM service order

    • Complaint (using an advanced search dialog box)

    You can use the enhanced product search to do the following:

    • Add products directly to the relevant business transaction

    • View a preview of the product description and picture from the product search results

    • Select one or multiple products from the product search results, add quantities, and adjust the unit of measure

    • Add the selected products to the items list of existing sales and service orders

    • Create a new sales or service order with an attached product directly from the new product search results

    You can use the RTOM offer list to do the following:

    • View offers sorted according to the offer rank field (highest to lowest) as default

    • Transfer products from the offer list to an existing or a new sales or service order

      You can either create new orders from a button on the offer list or you can select an existing order from the list.

To use the enhanced product search and RTOM offer list, you must activate the business function Sales and Service (CRM_SLS_SRV_1).