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 SAP Multichannel Foundation 2.0 for Multichannel Transactions

Technical Data

Technical Name of Business Function

CRM_MCF_CAR2

Type of Business Function

Enterprise Business Function

Available As Of

SAP Enhancement Package 3 for SAP CRM 7.0, SP04

Technical Usage

CRM core

Application Component

Interaction Center (CRM-IC)

SAP Retail (IS-R)

In-Store Transactions in CRM (CRM-ISR-CAR)

Directly Dependent Business Function Requiring Activation in Addition

SAP Multichannel Foundation for Multichannel Transactions (CRM_MCF_CAR)

You can use this business function to improve the consistency of the consumer experience across sales channels. When you activate the business function, you can create complaints and returns in the interaction center (IC) for products originating from point-of-sale (POS) transactions.

Integration

The features in this business function require integration with SAP Customer Activity Repository. Note that SAP Customer Activity Repository must be licensed, installed, and configured separately, and that your SAP license for SAP CRM does not cover its acquisition or use.

Prerequisites

You have installed the following component as of the version mentioned:

Type of Component

Component

Software Component

BBPCRM 713

You have done the following in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Industry-Specific Functions Next navigation step Integration with SAP Retail Next navigation step Multichannel Transactions End of the navigation path:

  • You have mapped POS pricing elements, such as taxes and discounts, to conditions in SAP CRM in Map POS Pricing Elements to CRM Condition Types.

  • If you have specific data requirements that are not met by the delivered queries that retrieve data gathered by SAP Customer Activity Repository, you have used the Business Add-In (BAdI) definitions included in the Multichannel Transaction Data Retrieval (CRM_MCF_SALES) enhancement spot.

Features

You can use point-of-sale (POS) transactions as the basis for complaints and returns in the IC. For more information, see Complaints and Returns with Reference to Point-of-Sale Transactions.