SAP Multichannel Foundation for SAP CRM

Technical Data

Technical Name of Business Function	CRM_MCF_R1
Type of Business Function	Enterprise Business Function
Available As Of	SAP Enhancement Package 3 for SAP CRM 7.0
Technical Usage	CRM core
Application Component	Interaction Center (CRM-IC) SAP Retail (IS-R)
Directly Dependent Business Function Requiring Activation in Addition	Retail Master Data Integration (CRM_ISR_INTEG)

You can use this business function to ensure a harmonized customer experience across all sales channels. SAP Multichannel Foundation for SAP CRM makes sales, marketing, and service data available in a consistent manner for SAP Retail and the interaction center (IC).

Integration

Some features in this business function require integration with SAP Retail (SAP ERP).

Prerequisites

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

Type of Component	Component
Software Component	BBPCRM 713

You have made settings for the activities in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Industry-Specific Functions Integration with SAP Retail End of the navigation path .

Features

Improved Transfer of Merchandise Category Hierarchies from SAP ERP to SAP CRM

When you transfer material groups from SAP ERP to SAP CRM in a retail business scenario, the hierarchical structure is retained and displayed in SAP CRM in a tree format. The hierarchical structure makes it easier to locate particular items when maintaining master data and can also, for example, reduce the effort required to plan campaigns and maintain loyalty rules.

For more information, see Replicating Product Hierarchies from SAP ERP to SAP CRM.

Promotion Pricing

When a promotion applies to one or more items in a sales order, the promotion ID is included in the details of the sales order. The promotion ID is also included when the sales order is transferred to SAP ERP.

For more information, see Promotion Pricing in Sales Orders.

Generic Articles

You can search for generic articles and select variants during order creation, as well as filter the search results on a specific product characteristic.

For more information, see Generic Articles.

Gift Cards

You can configure SAP CRM to make gift cards available for purchase and redemption in the IC or offline by a sales agent.

For more information, see Gift Cards.

Store Locator and In-Store Pickup

IC agents can locate stores nearby the customer, check for in-store product availability, designate items for in-store pickup, and designate out-of-stock items to be delivered for eventual in-store pickup.

For more information, see Store Locator and In-Store Pickup.

Retail Interaction Center Agent

The Retail Interaction Center Agent navigation bar profile (RET-IC) contains the Gift Cards, Store Locator, and POS Transactions work centers. For the POS Transactions work center to display, activate the business function SAP Multichannel Foundation for Multichannel Transactions (CRM_MCF_CAR).

Multichannel Scenario Campaign-Specific Attribute

You can use the multichannel scenario campaign-specific attribute to carry out SAP ERP (SAP Retail) promotions as part of an SAP CRM campaign. For more information, see Campaign.

To enable this feature, you must also activate the business function SAP Multichannel Foundation for SAP ERP and SAP Retail (ISR_RETAIL_MCF_R1) in SAP ERP (SAP Retail). For more information, see SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/ecc. Choose a release and then Application Help. In SAP Library, choose Start of the navigation path Business Functions (SAP Enhancement Package 7 for SAP ERP 6.0) Next navigation step Business Functions in SAP ERP Enterprise Business Functions Cross-Application Enterprise Business Functions Integration of CRM and ERP Retail, SAP Multichannel Foundation for SAP ERP and SAP Retail End of the navigation path .