sap crm webclient by raju
TRANSCRIPT
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 1/60
CRM 2007
September 2008
English
CRM Interaction Center
(C78)
SAP AGDietmar-Hopp-Allee 1!1!0 "all#or$ German%
&'il#ing &lo() Con$ig'ration G'i#e
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 2/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Copyright
Cop%right 2008 SAP AG. All rights reser/e#.
o part o$ this p'bli(ation ma% be repro#'(e# or transmitte# in an% $orm or $or an% p'rpose itho't the
epress permission o$ SAP AG. 3he in$ormation (ontaine# herein ma% be (hange# itho't prior noti(e.Some so$tare pro#'(ts mar)ete# b% SAP AG an# its #istrib'tors (ontain proprietar% so$tare(omponents o$ other so$tare /en#ors.
Mi(roso$t4 "in#os4 5'tloo)4 an# PoerPoint are registere# tra#emar)s o$ Mi(roso$t Corporation.
*&M4 D&24 D&2 6ni/ersal Database4 5S24 Parallel S%sple4 MSESA4 A*94 S:!04 AS;004 5S:!045S;004 iSeries4 pSeries4 Series4 <Series4 <5S4 A=P4 *ntelligent Miner4 "ebSphere4 et$init%4 3i/oli4*n$ormi4 i>5S4 P5"ER4 P5"ER>4 5penPoer an# PoerPC are tra#emar)s or registere#tra#emar)s o$ *&M Corporation.
A#obe4 the A#obe logo4 A(robat4 PostS(ript4 an# Rea#er are either tra#emar)s or registere# tra#emar)so$ A#obe S%stems *n(orporate# in the 6nite# States an#or other (o'ntries.
5ra(le is a registere# tra#emar) o$ 5ra(le Corporation.
6*94 95pen4 5S=14 an# Moti$ are registere# tra#emar)s o$ the 5pen Gro'p.Citri4 *CA4 Program eighborhoo#4 Meta=rame4 "in=rame4 i#eo=rame4 an# M'lti"in are tra#emar)sor registere# tra#emar)s o$ Citri S%stems4 *n(.
H3M?4 9M?4 9H3M? an# ":C are tra#emar)s or registere# tra#emar)s o$ ":C@4 "orl# "i#e "ebConsorti'm4 Massa(h'setts *nstit'te o$ 3e(hnolog%.
a/a is a registere# tra#emar) o$ S'n Mi(ros%stems4 *n(.
a/aS(ript is a registere# tra#emar) o$ S'n Mi(ros%stems4 *n(.4 'se# 'n#er li(ense $or te(hnolog%in/ente# an# implemente# b% ets(ape.
MaD& is a tra#emar) o$ M%SB? A&4 Se#en.
SAP4 R:4 m%SAP4 m%SAP.(om4 Apps4 App4 SAP et"ea/er4 an# other SAP pro#'(ts an# ser/i(esmentione# herein as ell as their respe(ti/e logos are tra#emar)s or registere# tra#emar)s o$ SAP AG
in German% an# in se/eral other (o'ntries all o/er the orl#. All other pro#'(t an# ser/i(e namesmentione# are the tra#emar)s o$ their respe(ti/e (ompanies. Data (ontaine# in this #o('ment ser/esin$ormational p'rposes onl%. ational pro#'(t spe(i$i(ations ma% /ar%.
3hese materials are s'be(t to (hange itho't noti(e. 3hese materials are pro/i#e# b% SAP AG an# itsa$$iliate# (ompanies +SAP Gro'p, $or in$ormational p'rposes onl%4 itho't representation or arrant%o$ an% )in#4 an# SAP Gro'p shall not be liable $or errors or omissions ith respe(t to the materials. 3heonl% arranties $or SAP Gro'p pro#'(ts an# ser/i(es are those that are set $orth in the epress arrant%statements a((ompan%ing s'(h pro#'(ts an# ser/i(es4 i$ an%. othing herein sho'l# be (onstr'e# as(onstit'ting an a##itional arrant%.
SAP AG Page 2 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 3/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Icons
Icon Meaning
Ca'tion
Eample
ote or 3ip
Re(ommen#ation
S%nta
Typographic Conventions
Type Style Description
Example text "or#s or (hara(ters that appear on the s(reen. 3hese in(l'#e $iel#names4 s(reen titles4 p'shb'ttons as ell as men' names4 paths an#options.
Cross-re$eren(es to other #o('mentation.
Example text Emphasi<e# or#s or phrases in bo#% tet4 titles o$ graphi(s an# tables.
E9AMP?E 3E93 ames o$ elements in the s%stem. 3hese in(l'#e report names4program names4 transa(tion (o#es4 table names4 an# in#i/i#'al )e%or#s o$ a programming lang'age4 hen s'rro'n#e# b% bo#% tet4 $oreample4 SE?EC3 an# *C?6DE.
Example text S(reen o'tp't. 3his in(l'#es $ile an# #ire(tor% names an# their paths4messages4 so'r(e (o#e4 names o$ /ariables an# parameters as ell asnames o$ installation4 'pgra#e an# #atabase tools.
EXAMPLE TEXT e%s on the )e%boar#4 $or eample4 $'n(tion )e%s +s'(h as F2, or theENTER )e%.
Example text Ea(t 'ser entr%. 3hese are or#s or (hara(ters that %o' enter in thes%stem ea(tl% as the% appear in the #o('mentation.
<Example text> ariable 'ser entr%. Pointe# bra()ets in#i(ate that %o' repla(e theseor#s an# (hara(ters ith appropriate entries.
SAP AG Page : o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 4/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Contents
CRM *ntera(tion Center - Con$ig'ration G'i#e.........................................................................
1 P'rpose.............................................................................................................................
2 Preparation........................................................................................................................
2.1 PrereF'isites............................................................................................................
2.2 SAP otes...............................................................................................................7
: Con$ig'ration.....................................................................................................................8
:.1 Pre/io's Steps.........................................................................................................8
:.1.1 Che()ing A'thori<ation Roles..............................................................................8
:.1.2 Che()ing Role Assignments to S%stem 6sers.....................................................8
:.1.: Che()ing &'siness Roles....................................................................................!
:.1.; A((essing *C "ebClient....................................................................................10
:.2 Master Data Maintenan(e......................................................................................11
:.2.1 Maintaining &'siness Partners Comm'ni(ation Data.......................................11
:.2.2 De$ining Calling Ho'rs $or &'siness Partners....................................................12
:.2.: Creating Ser/i(e Pro#'(t $or *C.........................................................................1:
:.2.; De$ining Catalog................................................................................................1
:.2.> De$ining Co#e Gro'ps an# Co#es $or Catalogs.................................................1
:.2. 3ranslating Co#e Gro'ps an# Co#es $or Catalogs............................................18
:.2.7 De$ining Co#e Gro'p Pro$ile..............................................................................20
:.2.8 De$ining S'be(t Pro$ile.....................................................................................21
:.: *ntera(tion Center 3ransa(tions.............................................................................22
:.:.1 De$ining Partner Determination Pro(e#'res......................................................22
:.:.2 Che()ing Di/ision Settings................................................................................2;
:.:.: Che()ing Pri(ing Pro(e#'re Determination.......................................................2;
:.:.; Che()ing Categor%............................................................................................2>
:.:.> De$ining 3ransa(tion 3%pes...............................................................................2>
:.:. De$ining *tem Categor%......................................................................................27
:.:.7 De$ining *tem Categor% Determination...............................................................28
:.; *C &'siness Role Pro$iles......................................................................................28
:.;.1 De$ining A((o'nt *#enti$i(ation Pro$ile...............................................................2!
:.;.2 De$ining &'siness 3ransa(tion Pro$ile...............................................................:0
:.;.: Che()ing &'siness Roles "or) Centers..........................................................:1
:.;.; Assigning Partner ='n(tions to &'siness 3ransa(tions.....................................::
:.;.> De$ining 3ransa(tion 3%pes $or a/igation........................................................:;
:.;. De$ining Pro$ile $or ERP 5be(ts +ERP Sales 5r#er an# ERP B'otation,.........:;
:.;.7 Maintaining a/igation &ar Pro$ile.....................................................................:
:.;.8 De$ining 5'tgoing E-Mail A##ress Gro'p..........................................................::.;.! De$ining E-Mail Pro$ile.......................................................................................:7
SAP AG Page ; o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 5/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
:.> Agent *nbo Settings..............................................................................................:8
:.>.1 Assigning Stan#ar# 3as)s to Comm'ni(ation Metho#s.....................................:8
:.>.2 De$ining Comm'ni(ation Metho# Settings.........................................................:8
:.>.: De$ining 3et 3%pes $or Comm'ni(ation Metho#s..............................................:!
:.>.; Che()ing Mail 6ser...........................................................................................;0:.>.> De$ining Re(ei/ing E-Mail A##resses................................................................;1
:.>. De$ining Re(ei/ing E-Mail Settings....................................................................;1
:.>.7 De$ining Repl% A##resses $or A'tomati( E-Mail A()nole#gement...................;2
:.>.8 E-Mail *nbo.......................................................................................................;:
:.>.8.1 Setting 6p Ro'ting $or *nbo'n# E-Mails....................................................;:
:.>.8.2 Assigning Agents $or E-Mail Han#ling.......................................................;:
:.>.8.: Maintaining Re(ipient Distrib'tion.............................................................;;
:.>.8.; Maintaining *nbo'n# Pro(essing...............................................................;>
:.>.8.> Maintaining E-Mail A#resses $or S%stem 6ser..........................................;>
:.>.! De$ining Element Categories $or Sear(hes........................................................;
:.>.10 Mapping &'siness 3ransa(tions........................................................................;
:.>.11 De$ining Agent *nbo Pro$ile..............................................................................;7
:. Maintaining &'siness Roles $or *C.........................................................................;8
:.7 B'estionnaire $or S'r/e%.......................................................................................;!
:.7.1 De$ining B'estionnaire......................................................................................;!
:.7.2 Maintaining B'estionnaire Determination..........................................................>0
:.8 *ntera(ti/e S(ripting...............................................................................................>1:.8.1 Che()ing Ser/i(es.............................................................................................>1
:.8.2 Maintaining S(ripts............................................................................................>1
:.8.: De$ining S(ript Pro$ile........................................................................................>7
:.8.; Assigning S(ript Pro$ile to *C &'siness Roles....................................................>8
:.! Alert Mo#eling +5ptional,.......................................................................................>8
:.!.1 Creating Alerts +5ptional,..................................................................................>!
:.!.2 Creating R'les +5ptional,..................................................................................>!
SAP AG Page > o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 6/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
CRM Interaction Center - Configuration Guie
! "urpose3his (on$ig'ration g'i#e pro/i#es the in$ormation %o' nee# to set 'p the (on$ig'ration o$ thisb'il#ing blo() man'all%.
"lease #e a$are that the content of this guie is #ase on CRM %&&7' S"&%
% "reparation
%! "rereuisites*efore starting $ith the installation of this #uiling #loc+' please have a loo+ at theocu,ent Quick Guide to Installing SAP Best Practices for CRM
3he b'il#ing blo() CRM Interaction Center (ontains all the ne(essar% steps hi(h are basi($or the (on$ig'ration o$ an% *ntera(tion Center "ebClient s(enario $or Mar)eting4 Sales an#Ser/i(e p'rposes.
*n (ase o$ 'sing an ERP s%stem as ba()-en# s%stem please ma)e s're that %o' ha/es'((ess$'ll% set 'p the rele/ant se(tions o$ the $olloing b'il#ing blo()s
• B01 - CRM Generation
• C71 - CRM Connectivity
• C04 - CRM WebClient User Interace
• B0! - CRM C"stomi#in$ Replication
• C0% - CRM Master an& 'ransaction (ata Replication
&e$ore starting ith the installation o$ b'il#ing blo() CRM Interaction Center )WebClient*please ma)e s're that %o' ha/e s'((ess$'ll% set 'p the rele/ant se(tions o$ the $olloingb'il#ing blo()s
All s(enarios
• C01 - CRM +r$ani#ational Mo&el
• C10 - CRM Central Master (ata
• B0, - CRM Cross-'opic "nctions
*C Mar)eting
• C11 - CRM Mar.etin$ Master (ata
• C%7 / CRM ea& Mana$ement
*C Sales
• C% - CRM Basic 2ales
*C Ser/i(e
• C1% - CRM 2ervice Master (ata
• C3 - CRM 2ervice
SAP AG Page o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 7/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
%% S" .otes
&e$ore %o' begin the installation an# (on$ig'ration4 rea# the rele/ant SAP otes. 3hese SAPotes (ontain important in$ormation $or installation an# (on$ig'ration4 an# also (orre(tions(on(erning this b'il#ing blo().
Ma)e s're that %o' ha/e the most 'p-to-#ate /ersion o$ SAP otes. Io' (an $in# the SAPotes on the SAP Ser/i(e Mar)etpla(e +http://servicesapco!/notes ,.
S" .ote / Co,ponent Short Te0t
101>7: &C-SR-C5M-*3 *nternet Mail Gatea% ersions
;>>1;0 &C-SR-C5M Con$ig'ration o$ e-mail4 $a4 paging or SMS
827!>8 CRM-*C a/as(ript Errors in *C "ebClient4 Messaging #oesJ
10>;2>> CRM-C*C-RCA CAM-CA?Call list not (reate# itho't org assignment
10!2>8! CRM-*C-CA? Missing table (ontent in table CRMCKM5DEKC?*?+'se SE16 to enter the table entries liste# in the atta(he##o('ment,
12:712> CRM-*C-SCR S(ripting E#itor lang'age #e(i#e# b% broser not logonJ
SAP AG Page 7 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 8/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
1 Configuration
1! "revious Steps
1!! Chec+ing uthori2ation Roles
3se
3he p'rpose o$ this a(ti/it% is to (he() i$ the a'thori<ation roles being #eli/ere# b% 25 Best5ractices or CRM ha/e been 'ploa#e# to the rele/ant CRM installation (lient.
=or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo() C04 / CRM WebClientUser Interace4 se(tion Uploa&in$ 5CG Roles.
"roceure1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe PFCG
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement UI rameor.
'ec6nical Role (einition (eine "t6ori#ation Role
2. Che() i$ the $olloing roles eist in %o'r (lient
uthori2ation Role Description 3se for *usiness Role
&PK*CAGE3KM3 &P CRM 6*6 *ntera(tion Center Agent Mar)eting
*C Agent Mar)eting
&PK*CAGE3KS?S &P CRM 6*6 *ntera(tion Center Agent Sales
*C Agent Sales
&PK*CAGE3KSR &P CRM 6*6 *ntera(tion Center Agent Ser/i(e
*C Agent Ser/i(e
&PK*CKMAAGER &P CRM 6*6 *ntera(tion CenterManager
*C Manager
:. *$ not (hoose Role Uploa& $rom the men'4 (on$irm the in$ormation message an#'ploa# the $iles o$ these roles4 hi(h ha/e been (opie# to %o'r lo(al PC be$ore4 one a$teranother.
;. Repeat these steps $or e/er% ne role liste# in the table abo/e.
Result
e a'thori<ation roles ha/e been (reate# to be 'se# $or ne b'siness roles.
1!% Chec+ing Role ssign,ents to Syste, 3sers
3se
"ith this a(ti/it% %o' (he() i$ all ne(essar% a'thori<ation roles ha/e been assigne# to therespe(ti/e s%stem 'sers.
SAP AG Page 8 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 9/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
=or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo() C04 / CRM WebClientUser Interace4 se(tion ssi$nin$ 5CG Roles to Users.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SU01
S" CRM ,enu rc6itect"re an& 'ec6nolo$y 2ystem &ministration User
Maintenance Users
2. Che() i$ the $olloing assignments ha/e been ma#e $or ea(h s%stem 'ser +on tab pagesRoles,.
Syste, 3ser ID .e$ uth Role
*CKAGE3KM3 &PK*CAGE3KM3SAPKCRMK6*6K=RAME"5R
*CKAGE3KSA? &PK*CAGE3KS?SSAPKCRMK6*6K=RAME"5R
*CKAGE3KSR &PK*CAGE3KSRSAPKCRMK6*6K=RAME"5R
*CKAGE3KS6P &PK*CAGE3KSRSAPKCRMK6*6K=RAME"5R
*CKMA &PK*CKMAAGERSAPKPCCKERMSKADM*SAPKCRMK6*6K=RAME"5RSAPKCRMK5RK6SERSAPKCRMK6*6K*CKMAAGER
:. *$ ne(essar%4 (at(h 'p the assignments an# sa/e %o'r (hanges.
A'thori<ation role 258CRM8UIU8RMEW+R9 enables the s%stem 'ser to ir)ith the *ntera(tion Center "ebClient +*C"C, an# there$ore represents a basi( role.
A'thori<ation role 2585CC8ERM28(MI: enables the s%stem 'ser to 'se theinp't help $or the Categor% Mo#eler an# the R'le Mo#eler
Result
3he ne a'thori<ation roles ha/e been assigne# to the respe(ti/e s%stem 'sers.
1!1 Chec+ing *usiness Roles
3se
Che() i$ the $olloing b'siness roles ha/e been (reate# in %o'r rele/ant CRM (lient.
=or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo() C04 / CRM WebClient
User Interace4 se(tion (einin$ B"siness Roles.
SAP AG Page ! o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 10/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe CRMC_UI_PROFILE
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient (eine B"siness Role
2. Che() i$ the $olloing b'siness roles ha/e been (reate# in %o'r rele/ant CRM (lient
*us Role *us Role Description uthor Role 3se for Scenario
&PK*CAKM3 &P *C Agent Mar)eting &PK*CAGE3KM3 *C Mar)eting
&PK*CAKS?S &P *C Agent Sales &PK*CAGE3KS?S *C Sales
&PK*CAKSR &P *C Agent Ser/i(e &PK*CAGE3KSR *C Ser/i(e
&PK*CKMA &P *C Manager &PK*CKMAAGER *C A#ministration
Result
e b'siness roles ere (reate# to be 'se# $or the #i$$erent *ntera(tion Center s(enarios.
1!4 ccessing IC 5e#Client
3se
*n or#er to (he() the (on$ig'ration o$ the ne *C "ebClient b'siness roles %o' nee# a((essto the *C "ebClient appli(ation.
"rereuisites
Io'r s%stem a#ministrator has installe# all ne(essar% (omponents.
3he CRM organi<ational mo#el str'(t're ith its organi<ational 'nits an# positions ismaintaine#.
A ne b'siness role has been (reate# assigne# to ea(h rele/ant position.
&'siness partners +#e$ine# as emplo%ees, ha/e been assigne# to the rele/ant position+s,.
"roceure
1. ?og on to the CRM s%stem 'sing SAPG6*.
2. Do a right mo'se-(li() on avorites an# sele(t La## other obe(ts $rom the #rop#on
men'.:. *n the #ialog bo enter the $olloing #ata
6iel na,e 3ser action an values
&SP Appli(ation CRMK6*K=RAME
Des(ription N%o'r on #es(riptionO +e.g.4 CRM WebClient ,
Start Page #e$a'lt.htm
;. Sa/e %o'r entries.
>. Io' (an (hoose the nel% (reate# $a/orite an# sa/e the opene# H3M? page as $a/orite in%o'r broser an#or %o'r #es)top in or#er to enter the *C "ebClient en/ironment #ire(tl%itho't 'sing SAPG6*.
SAP AG Page 10 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 11/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Result
Io' ha/e logge# on to the *ntera(tion Center in or#er to (he() the ne pro$iles.
1% Master Data Maintenance1%! Maintaining *usiness "artners Co,,unication Data
3se
*n or#er to be able to sim'late an in(oming phone (all or e-mail4 a telephone n'mber an# ane-mail a##ress has to be maintaine# in the master #ata o$ ea(h b'siness partner ho is(onta(ting.
Che() i$ o'r b'siness partners (onta(t person has got a telephone n'mber an# an e-maila##ress maintaine# ith his master #ata.
"rereuisites All a((or#ing b'siness partners ha/e been (reate# or repli(ate# $rom the ERP ba()en#s%stem +see the Con$ig'ration G'i#e o$ b'il#ing blo() C0% - CRM Master an& 'ransaction(ata Replication,.6se the $olloing b'siness partners an# (onta(t persons as eample i$ 25 Best 5racticesor Baseline has been installe# as %o'r ERP ba()en# s%stem
*usiness "artner (Sol-to party) Contact "erson
100000 - C'stomer #omesti( 00 Moni)a iegler
100001 - C'stomer #omesti( 01 Hans &ertolini
100002 - C'stomer #omesti( 02 Sabine H'ber
*n (ase %o' ha/e #e$ine# other b'siness partners4 maintain a telephone n'mberin their master #ata.
"rereuisites
Io' ha/e been logge# on to the CRM "ebClient 6* ith 'ser po"er#user an# passor#elcome.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation optionCRM 5e#Client 3I ,enu Master (ata 2earc6; Contacts
2. Sear(h $or an# sele(t4 $or eample4 (onta(t Moni)a iegler.
:. 5n assignment blo() Contact (etails (hoose E&it .
;. *n the Wor. s(reen area enter the $olloing #ata
6iel na,e 3ser action an values
Wor.
Phone Ntelephone n'mberO +e.g.4 DE Q 012:-;;;;,
E-Mail Ne-mail a##ressO +e.g.4 bp(rmtest%ahoo.(om,
SAP AG Page 11 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 12/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
3he telephone n'mber an# e-mail a##ress both ha/e to be 'niF'e4 no othero(('rren(e ith another b'siness partner.
>. Sa/e %o'r entries.
. Repeat steps 2-> ith all other ne(essar% b'siness parters4 $or eample4 (reate theseeample telephone n'mbers $or the $olloing (onta(t persons
(Sol-to party) Contact "erson Telephone .u,#er
100001 Hans &ertolini DE 012:->>>>
100002 Sabine H'ber DE 012:-
Result
A 'niF'e telephone n'mber has been maintaine# $or the (alling b'siness partner in the CRMs%stem.
1%% Defining Calling ours for *usiness "artners
3se
*n or#er to (reate a (all list on the basis o$ the b'siness partners (all time4 calling hours nee# to be #e$ine# in the b'siness partners master #ata +role 2ol&-to party ,.
3he (alling ho'rs (an also be #e$ine# $or the (onta(t person+s, being assigne# to theb'siness partner +role 2ol&-to party ,.
&oth possibilities (an be #one b% the *ntera(tion manager an# are #es(ribe# belo.
"roceure1. ?og on to the CRM s%stem ith 'ser ic#!an an# passor# elcome.
2. A((ess the a(ti/it% 'sing the $olloing na/igation option
S" CRM transaction coe BP
Define Calling ours for ccount
:. Sear(h $or an# sele(t the b'siness partners $or ho %o' ant to maintain (alling ho'rs+$or eample4 100000O,.
;. Choose 2itc6 Beteen (isplay an& C6an$e )3* in or#er to sit(h to (hange mo#e.
>. Sele(t role 2ol&-'o 5arty $rom the #rop #on list o$ $iel# C6an$e in B5 role.. Choose tab page Control .
7. *n the B"siness <o"rs se(tion (hoose Callin$ <o"rs= .
8. 3o #e$ine the (alling ho'rs $or the b'siness partner maintain the $olloing eample/al'es
6iel na,e 3ser action an values
Perio# =or 5ne Iear
+=rom, Nto#a%O
3o Nto#a% 1 %earO
R'le ee)l% perio#i( Calling Ho'rs
SAP AG Page 12 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 13/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
6iel na,e 3ser action an values
Wee.ly +mar) the rele/ant ee)#a%+s, an# maintain the (alling ho'rs,
"ee) R'le e/er% ee) on
maintain4 $or eample4 Mo-6r 4 800-1!00 an# %o'r time <one
>ariances
E(eptions no e(eptions
Calen&ar Use&
=a(tor% Calen#ar 4 e.g.4 *nternational
!. Choose Copy to (ontin'e.
10. Sa/e %o'r #ata.
11. Sele(t the net reF'ire# b'siness partner +$or eample4 100002, an# repeat these steps.
Define Calling ours for Contact "erson1. Sear(h $or an# sele(t the (onta(t person %o' ant to #e$ine the (alling ho'rs $or +$or
eample4 Moni.a ?ie$ler being the (onta(t person $or sol#-to part% 100000,.
2. Choose 2itc6 Beteen (isplay an& C6an$e )3* in or#er to sit(h to (hange mo#e.
:. *n $iel# C6an$e in B5 role sele(t role Contact 5erson.
;. Choose b'tton Relations6ips.
>. *n $iel# Relations6ip Cat@ sele(t Is Contact 5erson or .
. Mar) the rele/ant entr% belo an# (hoose b'tton C6an$e Relats6p.
7. *n the #ialog bo on tab 2ales an& (istrib"tion (ata (hoose Callin$ <rs.
8. Maintain the (alling ho'rs +$or eample4 li)e alrea#% #e$ine# $or NSol#-3o Part% 1O,.!. Choose Copy an# then (hoose Contin"e.
10. Sa/e %o'r #ata.
11. Sele(t the net reF'ire# (onta(t person +$or eample4 2abine <"ber being the (onta(tperson $or sol#-to part% 100002, an# repeat these steps.
Result
=or the rele/ant b'siness partners +sol#-to part%, an# (onta(t persons the (alling ho'rs ha/ebeen #e$ine#.
1%1 Creating Service "rouct for IC
3se3he p'rpose o$ this a(ti/it% is to (reate a ser/i(e pro#'(t 'se# as eample in the 25 Best5ractices s(enario Interaction Center 2ervice.
"rereuisites
A (orrespon#ing sales organi<ation an# a sol#-to part% ha/e been repli(ate# or (reate# in theCRM s%stem +$or #etails see the (orrespon#ing b'il#ing blo()s C01 - CRM +r$ani#ationalMo&el an# C10 - CRM Central Master (ata +an# C0% - CRM Master an& 'ransaction (ata
Replication respe(ti/el%,.
SAP AG Page 1: o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 14/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
A (orrespon#ing (ategor% +e.g.4 AB58CRM82ER>ICE , has been (reate# +$or #etails seeb'il#ing blo() C1% / CRM 2ervice Master (ata,.
Io' ha/e been logge# on to the CRM "ebClient 6* ith 'ser po"er#user an# passor#elcome.
"roceure...
1@ A((ess the a(ti/it% 'sing the $olloing na/igation option
CRM 5e#Client 3I ,enu Master (ata Create; 2ervice
@ 5n assignment blo() 2ervice (etails enter the $olloing eample #ata
6iel na,e 3ser action an values
General (ata
Ser/i(e *D *ES3*GA3*5
Ser/i(e Ser/i(e *n/estigation
&ase Categor% I&PKCRMKSER*CE
%@ Press Enter .
4@ *n the 5rocessin$ (ata s(reen area maintain the $olloing /al'es
6iel na,e 3ser action an values
Service Data
*tem Cat. Gro'p SRP +Ser/i(e pro#'(t,
D'ration o$ "or) 24000 Ho'rs
6nit o$ Meas're HR
@ 5n assignment blo() (istrib"tion C6ains (hoose :e .3@ Maintain the $olloing eample #ata
6iel na,e 3ser action an values
(istrib"tion C6ain
Sales 5rgani<ation &P Sales 5rgani<ation
Distrib'tion Channel 10 +Dire(t Sales,
Control iel&s D"antities
Sales 6nit Ho'rs
Minim'm 5r#er Bt% 140 Ho'rs*tem Cat. Gro'p SRP +Ser/i(e pro#'(t,
7@ Choose Bac. .
,@ 5n assignment blo() 'axes (hoose E&it ist .
!@ Maintain the $olloing eample #ata
6iel na,e 3ser action an values
Co'ntr% *D DE +German%,
3a 3%pe *D M"S3 +5'tp't 3a,
3a Gro'p *D =6??10@ 5n assignment blo() 5rices (hoose :e .
SAP AG Page 1; o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 15/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
11@ Sele(t pri(e t%pe 5ro&"ct 5rice an# (hoose +9 .
1@ Maintain the $olloing eample #ata
6iel na,e 3ser action an values
General (ata
Pri(e 3%pe Pro#'(t Pri(eSales 5rgani<ation &PKSA?ES
Distrib'tion Channel 10
Rate
Amo'nt 2>400
C'rren(% E6R
Pri(e 6nit 1
Pro#'(t 6nt HR
>ali&ity ali# =rom Nto#a%O
ali# 3o :1.12.!!!!
1%@ Choose Bac. .
14@ *n assignment blo() (escriptions (hoose E&it ist an# a## the ser/i(e pro#'(t #es(ription$or e/er% reF'ire# lang'age
"hen (reating ne #ata man'all%4 %o' nee# to maintain relate# translation-sensiti/e #ata +#es(riptions4 titles4 tets et(., $or ea(h reF'ire# lang'age +e.g.4 Ean# DE, in a##ition.
9anguage Description
German +DE, Ser/i(eprT$'ng
Spanish +ES, Ser/i(io #e in/estiga(iUn
=ren(h +=R, 3est #e ser/i(e
Port'g'ese +P3, Ser/iVo in/estigaVWo
R'ssian +R6, XYYZ[\]^_`[ Y[^Y_
Chinese +H, 服务调研
C<e(h +CS, Prc<)'m sl'deb
D't(h +?, Ser/i(e inspe(tie
*talian +*3, Controllo #i ser/i<io
Polish +P?, ontrola serisoa
3'r)ish +3R, Sor't'rma Hi<meti
1@ Choose Bac. .
13@ Choose 2ave@
Result
Io' ha/e ha/e (reate# an eample ser/i(e pro#'(t that is 'se# as re$eren(e.
SAP AG Page 1> o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 16/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
1%4 Defining Catalog
3se
*n this a(ti/it%4 %o' #e$ine the term (atalogs an# (atalog lang'ages reF'ire# in a##ition tothose alrea#% #e$ine# in the stan#ar# s%stem.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → Catalo$s Co&es an& 5roiles → (eine Catalo$s
2. Choose :e Entries an# enter the $olloing /al'es
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +Ean#or DE,.
6iel na,e 3ser action an values
Catalog I&
Catalog short tet &P Catalog +E,&P atalog +DE,
CatalogCt% C - 5/er/ie o$ DamageDe$e(tsReasons
e%or# &P*C
:. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
Result
Io' ha/e #e$ine# a ne (atalog t%pe ith its attrib'tes.
1%: Defining Coe Groups an Coes for Catalogs
3se
*n this a(ti/it%4 %o' #e$ine (o#e gro'ps an# (o#es $or (atalogs.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → Catalo$s Co&es an& 5roiles → (eine Co&e Gro"ps an&
Co&es or Catalo$s
2. *n #ialog bo (etermine Wor. rea; Entry enter AB in the Catalo$ $iel# an# (hoose
Contin"e.:. 3o (reate a ne (o#e gro'p (hoose :e Entries an# enter the $olloing /al'es
SAP AG Page 1 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 17/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +Ean#or DE,.
6iel na,e 3ser action an values
Co#e Gro'p I&1
Des(ript. &P Co#e Gro'p General
Stat's *n preparation
;. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
>. Highlight the ne (o#e gro'p AB1 an# #o'ble (li() on /ie Co&es.
. Choose :e Entries an# enter the $olloing eample /al'es
Coe Descript Defect Class
I&11 General 02 Maor De$e(t AI&12 Pro#'(t 02 Maor De$e(t A
7. Sa/e %o'r entries.
8. Sele(t /ie Co&e $ro"ps an# enter a se(on# ne (o#e gro'p
6iel na,e 3ser action an values
Co#e Gro'p I&2
Des(ript. &P Co#e Gro'p Sales
Stat's *n preparation
!. Sa/e %o'r entries.
10. Highlight the ne (o#e gro'p AB an# #o'ble (li() on /ie Co&es.
11. Choose :e Entries an# enter the $olloing eample /al'es
Coe Descript Defect Class
I&21 Con#itions 02 Maor De$e(t A
I&22 es 02 Maor De$e(t &
12. Sa/e %o'r entries.
1:. Sele(t /ie Co&e $ro"ps an# enter a thir# ne (o#e gro'p
6iel na,e 3ser action an values
Co#e Gro'p I&:
Des(ript. &P Co#e Gro'p Ser/i(e
Stat's 1 *n preparation
1;. Sa/e %o'r entries.
1>. Highlight the ne (o#e gro'p AB% an# #o'ble (li() on /ie Co&es.
1. Choose :e Entries an# enter the $olloing eample /al'es
Coe Descript Defect Class
I&:1 Competen(e 01 Criti(al De$e(tI&:2 3ime =o('s 02 Maor De$e(t A
SAP AG Page 17 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 18/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Coe Descript Defect Class
17. Sa/e %o'r entries.
18. Sele(t /ie Co&e $ro"ps an# enter a $o'rth ne (o#e gro'p
6iel na,e 3ser action an values
Co#e Gro'p I&;
Des(ript. &P Co#e Gro'p Pro#'(t
Stat's 1 *n preparation
1!. Sa/e %o'r entries.
20. Highlight the ne (o#e gro'p AB4 an# #o'ble (li() on /ie Co&es.
21. Choose :e Entries an# enter the $olloing eample /al'es
Coe Descript Defect Class
I&;1 B'alit% 01 Criti(al De$e(t
I&;2 6sabilit% 02 Maor De$e(t A
22. Sa/e %o'r entries.
2:. Sele(t /ie Co&e $ro"ps an# set the stat's $or all (o#e gro'ps to Release& .
2;. Sa/e %o'r entries.
Result
Io' ha/e #e$ine# ne (o#e gro'p an# (o#es.
1%; Translating Coe Groups an Coes for Catalogs
3se
*n this a(ti/it%4 %o' maintain the #es(riptions o$ the ne (o#e gro'ps an# (o#es $or e/er%reF'ire# lang'age.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → Catalo$s Co&es an& 5roiles → (eine Co&e Gro"ps an&
Co&es or Catalo$s
2. Highlight the $irst ne (o#e gro'p eample an# (hoose Goto 'ranslation $rom themen'.
"hen (reating ne #ata man'all%4 %o' nee# to maintain relate# translation-
sensiti/e #ata +#es(riptions4 titles4 tets et(., $or ea(h reF'ire# lang'age +e.g.4 Ean# DE, in a##ition.
SAP AG Page 18 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 19/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
:. Sele(t all rele/ant lang'ages an# (hoose Cop%.
;. Maintain the #es(ription $or ea(h ne (o#e gro'p in ea(h reF'ire# lang'age an# (hooseContin"e
9anguage Short te0t
I&1 I&2
Chinese +H, &P 代码组 一般 &P 代码组 销售
C<e(h +CS, &P feobe(n s)'p. )U#c &P S)'pina )U#c pro ob(ho#
German +DE, &P Co#egr'ppe Allgemein &P Co#egr'ppe ertrieb
=ren(h +=R, Gpe (o#es gnral &P Gpe (o#es /entes &P
*talian +*3,&P Co#i(e #el gr'ppogenerale
&P Co#i(e #el gr'ppo /en#ita
Polish +P?, &P Gr'pa )o#U ogUln%(h &P Gr'pa )o#U spr<e#a%
D't(h +?, &P Co#e groep algemeen &P Co#e groep /er)oop
Port'g'ese +P3, &P gr'po #e (U#igos Geral &P gr'po #e (U#igos en#aR'ssian +R6, jk _ ]\]^ q_ jk _ ]\]^ k]\__
Spanish +ES, &P Gr'po #e CU#igos General &P Gr'po #e CU#igos entas
3'r)ish +3R, &P Genel o# Gr'b' &P Satu o# Gr'b'
I&: I&;
Chinese +H, &P 代码组 服务 &P 代码组 产品
C<e(h +CS, &P S)'pina )U#c pro sl'db% &P S)'pina )U#c pro pro#')t%
German +DE, &P Co#egr'ppe Ser/i(e &P Co#egr'ppe Pro#')t
=ren(h +=R, Gpe (o#es ser/i(e &P Gpe (o#es pro#'it &P*talian +*3, &P Co#i(e #el gr'ppo ser/i<io &P Co#i(e #el gr'ppo pro#otto
Polish +P?, &P Gr'pa )o#U seris' &P Gr'pa )o#U pro#')tU
D't(h +?, &P Co#e groep ser/i(e &P Co#e groep pro#'(t
Port'g'ese +P3, &P gr'po #e (U#igos Ser/iVo &P gr'po #e (U#igos Pro#'to
R'ssian +R6, jk _ ]\]^ v[^Y jk _ ]\]^ k]\w
Spanish +ES, &P Gr'po #e CU#igos Ser/i(io &P Gr'po #e CU#igos Pro#'(to
3'r)ish +3R, &P Hi<met o# Gr'b' &P xrTn o# Gr'b'
>. Choose 2ave.. 5n /ie (o#es repeat these steps $or all (o#es o$ e/er% (o#e gro'p in ea(h reF'ire#
lang'age
9anguage Short te0t
I&11 I&12 I&21 I&22
Chinese +H, 一般 产品 条款 新闻
C<e(h +CS, feobe(ny Pro#')t Po#mzn)% o/in)%
German +DE, Allgemein Pro#')t on#itionen e'heiten
=ren(h +=R, Gnral Pro#'it Con#itions o'/ea'ts
*talian +*3, Generale Pro#otto Con#i<ioni oti<ie
SAP AG Page 1! o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 20/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
9anguage Short te0t
Polish +P?, 5gUln% Pro#')t "ar'n)i oe
D't(h +?, Algemeen Pro#'(t Con#ities ie's
Port'g'ese +P3, Geral Pro#'to Con#iV{es otz(ias
R'ssian +R6, q[[ k]\w |YZ]^ }]^]Yw
Spanish +ES, General Pro#'(to Con#i(iones oti(ias
3'r)ish +3R, Genel xrTn o'llar Ienilli)ler
I&:1 I&:2 I&;1 I&;2
Chinese +H, 能力 占用时间 质量 可用性
C<e(h +CS, ompeten(e ~as /alita Použitelnost
German +DE, ompeten< eit B'alit•t Han#hab'ng
=ren(h +=R, Compten(e D're B'alit 6tilisabilit
*talian +*3, Competen<a D'rata B'alit€ Utilizzo
Polish +P?, ompeten(e 3rao‚ƒ a)o‚ƒ Uzytkowanie
D't(h +?, Competentie 3i# aliteit Bruikbaarheid
Port'g'ese +P3, Compet„n(ia=o(o #otempo
B'ali#a#e 6sabili#a#e
R'ssian +R6, …]†[w[`‡ ˆ[† …_‰[Yw^] XY]ZŠ‹]^_`[
Spanish +ES, Competen(ia=o(o en el3iempo
Cali#a# 6tili#a#
3'r)ish +3R, Iet)inli) aman 5#a)lu alite Kullanilabilirilk
1%7 Defining Coe Group "rofile
3se
*n this a(ti/it%4 %o' #e$ine (o#e gro'p pro$iles. Io' (reate pro(e#'res that sho'l# onl% (ontaina sele(tion o$ the (o#e gro'ps o$ a (atalog.
"roceure
1@ A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → Catalo$s Co&es an& 5roiles → (eine Co&e Gro"p 5roiles
@ Highlight the (atalog AB an# #o'ble-(li() on /ie (einition o Co&e Gro"p 5roile.
%@ Choose :e Entries an# maintain the $olloing eample /al'es
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +E
an#or DE,.
SAP AG Page 20 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 21/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
6iel na,e 3ser action an values
C#GrpPr$le I&PR
C#Pr$le3t &P Co#e Gro'p Pro$ile
4@ Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
@ Highlight the ne (o#e gro'p pro$ile an# #o'ble (li() on /ie Co&e Gro"ps or 5roile@
3@ Choose :e Entries an# sele(t all ne (o#e gro'ps AB1-AB4@
7@ Sa/e %o'r entries.
Result
Io' ha/e #e$ine# a ne (o#e gro'p pro$ile an# assigne# all rele/ant (o#e gro'ps.
1%8 Defining Su#<ect "rofile
3se
*n this a(ti/it%4 %o' #e$ine s'be(t pro$iles. Io' (an assign a (o#e gro'p pro$ile to a s'be(tpro$ile $or ea(h (atalog t%pe 'n#er Co#e gro'p pro$ile $or s'be(t pro$ile.
"roceure
1@ A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions Catalo$s Co&es an& 5roiles (eine 2"bect 5roiles
@ Choose :e Entries an# enter the $olloing /al'es
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +Ean#or DE,.
6iel na,e 3ser action an values
S'b.Pro$. I&PS6&
SbPr$Cat. A Ser/i(e
3et &P S'be(t Pro$ile
%@ Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
4@ Hightlight the ne s'be(t pro$ile AB52UB an# #o'ble (li() on Co&e Gro"p 5roile or2"bect 5roile@
@ Choose :e Entries an# enter the $olloing /al'es +'sing the inp't help,
6iel na,e 3ser action an values
Catalog I&
C#GrpPr$le I&PR
?e/el 1 ?e/el 1
SAP AG Page 21 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 22/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
3@ Sa/e %o'r entries.
Result
Io' ha/e #e$ine# a ne s'be(t pro$ile.
11 Interaction Center Transactions
3se
3he p'rpose o$ this a(ti/it% is to ('stomi<e the rele/ant transa(tions $or the *C "eb(lient 'se#in the #i$$erent s(enarios o$ mar)eting4 ser/i(e an# sales.
11! Defining "artner Deter,ination "roceures
3se
*n this a(ti/it%4 %o' #e$ine partner #etermination pro(e#'res that the s%stem 'ses toa'tomati(all% enter partners in the ne(essar% transa(tions.3he partner $'n(tions an# a((ess seF'en(es are assigne# here.
"roceure
1@ A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement→
Basic "nctions
5artner 5rocessin$ (eine 5artner (etermination
5roce&"re
"artner Deter,ination for Service =rer
@ Highlight partner #etermination pro(e#'re 000000 +Interaction Center 2ervice, an#(hoose Copy s= .
%@ Enter the $olloing /al'es
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +E
an# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +Ean#or DE,.
6iel na,e 3ser action an values
Pro(e#'re I0000000>2
Des(ription &P *C Ser/i(e 5r#er
4@ Choose Enter .
@ *n #ialog bo 2peciy obect to be copie& (hoose copy all .
3@ Choose Contin"e to (on$irm the in$ormation message.
7@ Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
SAP AG Page 22 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 23/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
,@ Highlight the ne pro(e#'re $%%%%%%%&' an# #o'ble (li() on /ie 5artner "nctions in5roce&"re.
!@ Highlight partner $'n(tion 00000014 +Employee responsible, an# (hoose (etails.
10@ Maintain the $olloing #ata +an# )eep the other 'n(hange#,
6iel na,e 3ser action an values
o. o$ 5(('ren(es +?oest, 0
11@ Sa/e %o'r entr% an# (hoose Bac. .
1@ Highlight partner $'n(tion 000000!! +Responsible Gro"p, an# (hoose (etails.
1%@ Maintain the $olloing #ata +an# )eep the other 'n(hange#,
6iel na,e 3ser action an values
o. o$ 5(('ren(es +?oest, 0
14@ Sa/e %o'r entr% an# (hoose Bac. )%*@
1@ Sa/e %o'r entr% an# (hoose Bac. ti(e.
"artner Deter,ination for Service =rer Ite,
13@ Highlight partner #etermination pro(e#'re 00000007 +25 2ervie Item, an# (hoose Copy s= .
17@ Enter the $olloing /al'es
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +E
an#or DE,.
6iel na,e 3ser action an values
Pro(e#'re I00000*7
Des(ription &P *C Ser/i(e *tem
1,@ Choose Enter .
1!@ *n #ialog bo 2peciy obect to be copie& (hoose copy all .
0@ Choose Contin"e to (on$irm the in$ormation message.
1@ Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
@ Highlight the ne pro(e#'re $%%%%%I( an# #o'ble (li() on /ie 5artner "nctions in5roce&"re.
%@ Highlight partner $'n(tion 0000003 +Ser/i(e Employee $ro"p, an# #elete the entr%.
4@ Sa/e %o'r entr% an# (hoose Bac. ti(e.
Result
Io' ha/e #e$ine# a ne partner #etermination pro(e#'re.
SAP AG Page 2: o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 24/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
11% Chec+ing Division Settings
3se
"ith this a(ti/it% %o' (he() i$ the #i/ision settings are maintaine#. *$ this is not the (ase theorgani<ation #etermination #oes not or) properl%.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Master (ata →
+r$ani#ational Mana$ement → (ivision 2ettin$s → (eine
Use o (ivision an& ("mmy (ivision
2. Che() the $olloing /al'es.*$ the /al'es are not maintaine# please maintain them as $ollos
"ara,eter >alue
Di/ision not a(t. Nempt%O
Hea#er Di/. A(t.
R: #'mm% #i/sn. Nempt%O
:. Press Enter .
;. Sa/e %o'r entr% an# (hoose Bac. ti(e.
Result
Io' ha/e a##e# the reF'ire# settings $or the organi<ation #etermination.
111 Chec+ing "ricing "roceure Deter,ination
3se
"ith this a(ti/it%4 %o' (he() i$ the reF'ire# pri(ing pro(e#'re #etermination is maintaine# $orthe (reation o$ ser/i(e or#ers.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Basic "nctions → 5ricin$ → 5ricin$ in t6e B"siness 'ransaction → (etermine
5ricin$ 5roce&"res
2. Che() the $olloing /al'es.*$ these /al'es are not maintaine# please maintain them as $ollos
Sales=rgani2ation ID
DisChan
Division Doc "ric"roc
Cust "ric"roceure
"ricing"roceure
N&PKSA?ESO 10 10 A +Stan#ar#, I:SR
N&PKSA?ESO 10 10 A +Stan#ar#, 1 +Stan#ar#, I:SR
SAP AG Page 2; o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 25/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
:. Press Enter .
;. Sa/e %o'r entr% an# (hoose Bac. ti(e.
Result
Io' ha/e (he()e# the rele/ant pri(ing pro(e#'re #etermination.
114 Chec+ing Category
3se
*n this a(ti/it%4 %o' (he() i$ the (ategor% $or phone (alls is maintaine# hen (reating a neser/i(e or#er.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation optionsTransaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → 'ransactions → 2ettin$s or ctivities → Maintain Cate$ories Goals an&
5riorities→ Maintain Cate$ories
2. Che() the $olloing entr%.*$ the /al'es are not maintaine# please maintain them as $ollos
Category Description Class Icon
3E? Phone Phone Call
:. Press Enter .
;. Sa/e %o'r entr% an# (hoose Bac. ti(e.
Result
Io' ha/e (he()e# the rele/ant (ategor% $or phone (alls.
11: Defining Transaction Types
3se
3he p'rpose o$ this a(ti/it% is to (reate three transa(tion t%pes in or#er to 'se them in thes(enarios mar)eting4 ser/i(e an# sales.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → 'ransactions Basic 2ettin$s (eine 'ransaction 'ypes
2. *n or#er to (reate a ne transa(tion t%pe4 per$orm the $olloing steps
Transaction Type for Interation Recor
SAP AG Page 2> o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 26/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
:. Highlight b'siness transa(tion 0010 an# (hoose Copy s= .
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +E
an#or DE,.;. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,
6iel na,e 3ser action an values
3ransa(tion 3%pe I110 &P *C A(ti/it%
General
Des(ription &P *C A(ti/it% +E,&P *C A)ti/it•t +DE,
*na(ti/e Nempt%O
5roiles
5rg.Data.Pro$. Nempt%O
>. Press Enter .
. Choose Contin"e to (on$irm the in$ormation message.
7. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
Transaction Type for Service =rer
8. *n or#er to (reate another ne transa(tion t%pe ser/i(e or#er per$orm the $olloing steps
!. Highlight b'siness transa(tion '2R> an# (hoose Copy s= .
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +Ean#or DE,.
10. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,
6iel na,e 3ser action an values
3ransa(tion 3%pe IS5 &P *C Ser/i(e 5r#er
General
Des(ription &P *C Ser/i(e 5r#er +E,&P *C Ser/i(ea'$trag +DE,
5roiles
Partner Determ.Pro(. I000000000>2 &P *C Ser/i(e Partner
5rg. Data Pro$. 000000000001 Stan#ar# 5rg. Data Pro$ile +Hea#er,
11. Press Enter .
12. Choose Contin"e to (on$irm the in$ormation message.
1:. Sa/e %o'r entries.
1;. Highlight the ne transa(tion t%pe A2>+ an# #o'ble (li() on /ie ssi$nment o
B"siness 'ransactions Cate$ories.
SAP AG Page 2 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 27/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
1>. Highlight transa(tion (ategor% BU2000113 2ervice 5rocess an# #o'ble (li() on /ieC"stomi#in$ 6ea&er .
1. Enter the $olloing /al'es
6iel na,e 3ser action an values
S'be(t Pro$ile I&PS6&
17. Sa/e %o'r entries.
Transaction Type for 9ea
18. *n or#er to (reate another ne transa(tion t%pe $or ?ea#s4 per$orm the $olloing steps
1!. Highlight b'siness transa(tion E( an# (hoose Copy s= .
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +E
an#or DE,.
20. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,
6iel na,e 3ser action an values
3ransa(tion 3%pe IEAD &P *C ?ea#
General
Des(ription &P *C ?ea#
5roiles
5rg. Data Pro$. Nempt%O
21. Press Enter .
22. Choose Contin"e to (on$irm the in$ormation message.
2:. Sa/e %o'r entries.
Result
e b'siness transa(tions A110 AE( an# A2>+ ha/e been (reate#.
11; Defining Ite, Category
3se
*n this pro(ess4 %o' (an #e$ine4 per b'siness transa(tion (ategor% an# item (ategor% gro'p4hi(h item (ategories the s%stem #e$a'lts $or pro(essing b'siness transa(tions.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → 'ransactions Basic 2ettin$s (eine Item Cate$ories
2. Highlight item (ategor% 2R>5 an# (hoose Copy s@@.
SAP AG Page 27 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 28/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
:. =or the ne item (ategor% enter the $olloing #ata
6iel na,e 3ser action an values
*tem Categor% IRP - &P *C Ser/i(e
PartnerDetPro( I00000*7
;. Press Enter.
>. Choose Contin"e to (on$irm the in$ormation message.
. Sa/e all %o'r entries.
117 Defining Ite, Category Deter,ination
3se
"roceure1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → 'ransactions Basic 2ettin$s (eine Item Cate$ory (etermination
2. Highlight all entries o$ the transa(tion 3%pe 2R>+ an# (hoose Copy s@@@
:. =or the (opies (hange transa(tion t%pe *Ds 2R>+ to A2>+ an# all item *Ds 2R>5 toAR>5 .
;. Press Enter to 'mp to the net entr% to be (opie#.
>. Sa/e %o'r settings.
Result
Io' ha/e #e$ine# all ne(essar% items o$ the (ategor% #etermination $or transa(tion A2>+.
14 IC *usiness Role "rofiles
3se
3he p'rpose o$ this a(ti/it% is to ('stomi<e the *ntera(tion Center +*C, &'siness Roles. *t#etermines the la%o't o$ the agent #es)top appli(ation4 in(l'#ing hi(h (omponents4$'n(tions4 an# transa(tions are a/ailable. Ea(h (omponent or $'n(tion has its on pro$ile4 $oreample4 e-mail or s(ripting. 3he *C b'siness role pro$ile is a (olle(tion o$ all these in#i/i#'alpro$iles.
*ntegration
An *C b'siness role pro$ile (an be assigne# to an organi<ational 'nit or position in anorgani<ational str'(t're. *t is possible to assign more than one *C b'siness role pro$ile to one'ser or agent. ?ogi(al inheritan(e (arries the *C b'siness role pro$ile to the loer-le/el no#esin the str'(t're4 'nless the% (ontain their on *C b'siness role pro$ile
Gro'ping agents4 $or eample b% s)ills4 role4 or or) area4 an# spe(i$%ing a *C b'siness role
pro$iles a((or#ingl% sa/es time on #ata maintenan(e b% a/oi#ing to assign an *C b'sinessrole pro$ile to ea(h 'ser. An agent (an be assigne# to m'ltiple pro$iles. *n this (ase4 he has tosele(t one o$ these to start the *ntera(tion Center.
SAP AG Page 28 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 29/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
=or in$ormation on ho the SAP &est Pra(ti(es *C b'siness role pro$iles ere#e$ine#4 re$er to the items in the s'bstr'(t're.
14! Defining ccount Ientification "rofile
3se
3he p'rpose o$ this a(ti/it% is to #e$ine a pro$ile $or i#enti$%ing a((o'nts in the *ntera(tionCenter "ebClient. Io' (an #e$ine parameters $or a((o'nt sear(hes 'sing either a b'siness-to-b'siness s(enario or a b'siness-to-(ons'mer s(enario. Io' (an also set #e$a'lt /al'esthat the s%stem 'ses hen agents (reate ne a((o'nts or (onta(t persons.
"roceure
1@ A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe CRMC_IC_BPPROFS" CRM IMG ,enu C"stomer Interaction Center Interaction Center WebClient
Master (ata (eine cco"nt I&entiication 5roiles
@ 3o (reate a ne a((o'nt i#enti$i(ation pro$ile4 mar) BB an# (hoose Copy s= @
%@ Maintain the $olloing /al'es
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +Ean#or DE,.
6iel na,e 3ser action an values
A((t *D Pro$ile I&PK&2&
Des(ription &P &2& SCEAR*5
cco"nt Creation
Partner Categor%. 5rgani<ation
Gro'ping I> - CRM C'stomer
4@ Choose Enter .
@ 5n the 2peciy obect to be copie& s(reen4 (hoose copy all an# (on$irm the $olloing
in$ormation messages.3@ Sa/e %o'r entries.
7@ Choose Bac. .
,@ 5n /ie 5be(t Components (he() i$ the $olloing entries ha/e also been (opie#
Co,ponent .a,e Seuence uto Search =#<ect pproach
*CCMPK*&ASE 1 $lagO Main Partner
*CCMPK*5&EC3 2 $lag Main Partner
Result
A ne a((o'nt i#enti$i(ation pro$ile has been (reate#.
SAP AG Page 2! o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 30/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
14% Defining *usiness Transaction "rofile
3se
Io' 'se this ('stomi<ing a(ti/it% to #e$ine pro$iles $or the b'siness transa(tions 'se# in the*ntera(tion Center "ebClient. Io' (an 'se a b'siness transa(tion pro$ile to #e$ine hi(htransa(tion t%pes (an be 'se# to (reate b'siness transa(tions. *n an a##itional step4 %o'#e$ine hether gross or net pri(es sho'l# be 'se# hen #ispla%ing pri(e lists +in the salesor#er an# in the pro#'(t /ie,4 an# to spe(i$% hi(h pri(e list t%pe sho'l# be 'se#.
"rereuisites
3he reF'ire# transa(tion t%pes &P *C A(ti/it% +A110 ,4 &P *C ?ea# +AE(,4 &P Ser/i(e 5r#er+A2>+, an# stan#ar# ERP sales or#er +3A, are maintaine#.
"roceure
1@ A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Interaction Center Interaction Center Webclient B"siness 'ransactions (eine B"siness 'ransaction 5roiles
@ Choose :e Entries.
%@ Maintain the $olloing /al'es
6iel na,e 3ser action an values
&'siness 3ransa(tion Pro$ile I&PK*CK3R
Des(ription &P *C 3ransa(tions
3ransa(tion I110 +&P *C A(ti/it%,
Categories Nsele(te#O
4@ Choose Enter .
@ Sa/e %o'r entries an# (hoose a ('stomi<ing reF'est i$ reF'ire#.
3@ Highlight the ne pro$ile an# sele(t /ie (epen&ant B"siness 'ransactions.
7@ Choose :e Entries an# maintain the $olloing /al'es
Transaction type Type
IS5 Ser/i(e
NERP ba()en# sales or#erO +e.g.4 3A, Sales
IEAD ?ea#
PCA? Nempt%O
,@ a/igate to Assign Pri(e 3%pes an# Pri(e ?ist an# maintain the $olloing /al'es
6iel na,e 3ser action an values
&'siness 3ransa(tion Pro$ile I&PK*CK3R
Pri(e 3%pe
SAP AG Page :0 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 31/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Pri(e ?ist 3%pe P?
!@ Choose Enter .
10@ a/igate to Content Mana$ement 'emplates an# maintain the $olloing /al'es
6iel na,e 3ser action an values
&6S100 &'siness Partner
&6S2000108 CRM ?ea#
&6S200011> CRM Sales 3ransa(tion
&6S200011 CRM Ser/i(e Pro(ess
11@ Choose Enter .
1@ a/igate to B"siness 'ransaction (ialo$ Boxes an# maintain the $olloing /al'es
6iel na,e 3ser action an values
&'siness 3ransa(tion Pro$ile I&PK*CK3R
Allo Dialog &oes Nsele(te#O
1%@ Choose 2ave@
Result
A ne b'siness transa(tion pro$ile has been (reate#.
141 Chec+ing *usiness Roles 5or+ Centers
3se3he p'rpose o$ this a(ti/it% is to #e$ine hi(h *ntera(tion Center "ebClient $'n(tions arein(l'#e# in the agents stan#ar# an# personali<e# areas o$ the na/igation bar4 hi(h $'n(tionsare $o'n# in the in#e4 ho the% are gro'pe#4 an# ho the (orrespon#ing #es(ription $or ea(h$'n(tion loo)s li)e. Highlighting in the na/igation bar happens a'tomati(all% hen agentssele(t a $'n(tion $rom the na/igation bar or the in#e. Hoe/er4 agents (an also a((ess$'n(tions thro'gh other $'n(tions.
"ith this step %o' #e$ine ne na/igation bar pro$iles $or the *C "ebClient s(enarios o$ 25Best 5ractices or CRM 4 an# ne na/igation bar entr% hi(h %o' assign to one nena/igation bar pro$ile.
?ou can s+ip this step since the efinition of IC #usiness roles elivere #y SAP Best
Practices for CRM are sufficient for the scenarios #eing processe
=or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo() C04 / CRM WebClient UI 4(hapter (eactivatin$ Wor. Centers.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient (eine B"siness Roles
SAP AG Page :1 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 32/60
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 33/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
6iel na,e Bntry
A(ti/e or) (enters A((o'nt =a(t Sheet A((o'nt *#enti$i(ation A((o'nt 5/er/ie*ntera(tion Histor%
*ntera(tion Re(or#?ea#sSer/i(e 5r#ersE-Mail*nstalle# &ase*nbo*n#enole#ge Sear(hS(riptSales 5r#ers ERP
1@ Sa/e %o'r entries.
Result=or ea(h b'siness role the a(ti/e na/igation bar entries ha/e been #e$ine#.
144 ssigning "artner 6unctions to *usinessTransactions
3se
3he p'rpose o$ this a(ti/it% is to #e$ine in hi(h partner $'n(tions the i#enti$ie# ('stomer4 or i$ne(essar% the (onta(t person an# the *ntera(tion Center Agent sho'l# be 'se# in the
b'siness transa(tion.
"rereuisites
3he reF'ire# transa(tion t%pes ha/e been (reate#.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient B"siness 'ransactions ssi$n 5artner
"nctions to B"siness 'ransactions
2. Choose :e Entries.
:. Enter the $olloing settings
TransType Custo,er "artner6unction
Contact "artner6unction
gent "artner6unction
I110 +&P *C A(ti/it%,
0000000! A(ti/it% Partner
0000001>Conta(t Person
0000001;Emplo%ee Responsible
IS5 +&P *Ser/i(e 5r#er,
00000001Sol#-to Part%
0000001>Conta(t Person
0000000!!Responsible Gro'p
IEAD +&P *C?ea#,
00000021Sales Prospe(t
0000001>Conta(t Person
0000001;Emplo%ee Responsible
SAP AG Page :: o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 34/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
3A +ERP salesor#er,
00000001Sol#-to Part%
0000001>Conta(t Person
*CAGE3*ntera(tion Center Agent
PCA? +5'tbo'n#(all,
0000000! A(ti/it% Partner
0000001>Conta(t Person
*CAGE3*ntera(tion Center Agent
;. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
14: Defining Transaction Types for .avigation
3se
3he p'rpose or this a(ti/it% is to #e$ine transa(tion t%pes $or simpli$ie# b'siness transa(tionsto (ontrol the na/igation to the simpli$ie# b'siness transa(tions +s'(h as ser/i(e ti()ets, an#the non-simpli$ie# b'siness transa(tions +s'(h as ser/i(e or#ers,.
All transa(tions that %o' enter in this *MG a(ti/it% are 'ploa#e# a'tomati(all% to the area
6ome pa$es or simpliie& b"siness transactions.
"rereuisites
3he reF'ire# transa(tion t%pes ha/e been (reate#.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient B"siness 'ransactions (eine 'ransaction
'ypes or :avi$ation
2. Choose :e Entries.
:. Enter the $olloing settings
Trans Types Description
I110 &P *C A(ti/it%
IEAD &P *C ?ea#
IS5 &P *C Ser/i(e 5r#er
;. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
14; Defining "rofile for BR" =#<ects (BR" Sales =reran BR" uotation)
3se
3he p'rpose o$ this a(ti/it% is to #e$ine R=C #estination to be 'se# $or the 'mp #ire(tl% to theERP s%stem in or#er to la'n(h the rele/ant ERP obe(ts. 3he goal is to 'se the pre#e$ine#pro$ile $or ERP sales or#ers an# ERP F'otations.
"roceure
SAP AG Page :; o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 35/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient B"siness 'ransactions ER5 2ales +r&er (eine 5roiles or ER5 2ales +r&er
2. Choose :e Entries.
:. Enter the $olloing settings
BR" Sales=rer "rofile
Desription R6C Destination .u,#er ofIte,s in =rer
Create=rerI,,eiately
IERPK5RDER &P ERP5r#er $or *C
NR=C #estination$or ERP ba()en#(lientO
10 Nsele(te#O
;. Sa/e %o'r entries an# sele(t a ('stomi<ing reF'est i$ reF'ire#.
>. a/igate to /ie ssi$n (oc"ment 'ypes to ER5 5roile . Choose :e Entries an# enter the $olloing #ata
Do not 'se the inp't help. Enter the #o('ment t%pes man'all%.
BR" Sales =rer "rofile Docu,ent Type (BR") Default Docu,ent Type
IERPK5RDER 3A +ERP sales or#er, Nsele(te#O
IERPK5RDER AG +ERP F'otation, Nempt%,
7. a/igate to /ie ssi$n Icons to ER5 5artner "nctions@
8. Choose :e Entries an# enter the $olloing eample #ata
BR" Sales =rer "rofile "artner 6unctions (BR") Icon +eample,
IERPK5RDER AG DG
IERPK5RDER AP A0
IERPK5RDER RE ?
IERPK5RDER RG :H
IERPK5RDER "E ;A
!. a/igate to ssi$n Icons to ER5 (oc"ment Cate$ories.
10. Choose :e Entries an# enter the $olloing #ata
BR" Sales =rer "rofile Docu,ent Category Icon +eample,
IERPK5RDER & ;0
IERPK5RDER C !
IERPK5RDER CC
IERPK5RDER M ?
IERPK5RDER R ;0
11. Sa/e %o'r entries.
SAP AG Page :> o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 36/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
147 Maintaining .avigation *ar "rofile
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options in or#er to enable the F'otationsin the *ntera(tion Center
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement UI rameor. 'ec6nical Role (einition (eine :avi$ation Bar 5roile
2. a/igate to /ie (eine Wor. Centers
:. Choose :e Entries an# (reate the $olloing #ata
5or+ Center 9og 9in+ ID Title Description Icon .a,e
I&PKB653 S?S-ERB-SR &P ERPB'otation
&P ERPB'otation
ERP B'otation
;. Sa/e %o'r entries.>. a/igate to /ie (eine 5roile an# highlight the stan#ar# na/igation bar pro$ile
IC#AG)*+ .
. Choose /ie ssi$n Wor. Centers ith #o'ble-(li().
7. Choose :e Entries an# assign the ne or) (enter
5or+ Center "osition
I&PKB653 2>>
8. Sa/e %o'r entries.
!. Choose /ie (eine Generic +5 Mappin$ ith #o'ble-(li().
10. Che()4 i$ the $olloing entr% eists. 5therise a## this in$ormation.
=#<ect Type =#<ction Target ID 9og9in+ ID
ERP5RDER D - Create *CKERP
ERP5RDER & - Displa% *CKERP
11. Sa/e %o'r entries.
Result
=or the stan#ar# na/igation bar pro$ile IC8GE:' +'se# $or all the b'siness roles $or themar)eting4 sales an# ser/i(e s(enarios, the option to 'se ERP sales or#ers an# ERP
F'otations has been #e$ine#.
148 Defining =utgoing B-Mail ress Group
3se
3he p'rpose o$ this a(ti/it% is to #e$ine the email a##ress $or o'tgoing emails in the intera(tion(enter.
"rereuisites
3he email (on$ig'ration 'sing SAP(onne(t has been te(hni(all% set 'p. As) %o'r s%stem a#ministrator $or #etails.
SAP AG Page : o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 37/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient Basic "nctions Comm"nication C6annels (eine +"t$oin$ E-Mail &&ress Gro"ps
2. *n or#er to (reate a ne o'tgoing e-mail a##ress gro'p4 highlight a##ress gro'p (ea"ltan# (hoose Copy s@@@
3o get the (orre(t #omain4 (all transa(tion SCOT4 an# $rom the men' (hoose2ettin$s (ea"lt (omain.
:. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,
6iel na,e 3ser action an values
A##ress Gro'p I&PKEMA*?
A#ress'mber NnameON#omainO +e.g.4 2ER>ICEF&omainH,
;. Press Enter .
>. Sa/e %o'r settings.
14 Defining B-Mail "rofile
3se
3he p'rpose o$ this a(ti/it% is to #e$ine the email pro$ile $or sen#ing o't emails.
"rereuisites
3he email (on$ig'ration 'sing SAP(onne(t has been te(hni(all% set 'p. As) %o'r s%stem a#ministrator $or #etails.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction CenterWebClient Basic "nctions Comm"nication C6annels
(eine E-Mail 5roiles
2. *n or#er to (reate a ne e-mail pro$ile4 highlight the pro$ile (ea"lt an# (hoose Copy s@@@
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +E,.
:. Maintain the $olloing /al'es +an# )eep the others 'n(hange#,
6iel na,e 3ser action an valuesPro$ile *D I&PKEMA*?
SAP AG Page :7 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 38/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
6iel na,e 3ser action an values
Des(ription &P E-Mail Pro$ile
5'tgoing A##r. Gro'p I&PKEMA*?
E-Mail Pro/i#er Agent *nbo
;. Sa/e %o'r settings.
1: gent In#o0 Settings
1:! ssigning Stanar Tas+s to Co,,unication Methos
3se
"ith this a(ti/it% %o' #etermine hi(h SAP &'siness "or)$lo tas)s are 'se# to pro(ess
items re(ei/e# thro'gh ea(h inbo (omm'ni(ation metho# +$or eample4 e-mail4 $a4 an#letter,.
"e re(ommen# 'sing the #e$a'lt entries 'nless %o' ha/e (reate# %o'r on('stom or)$lo.
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe CRMC_IC_AUICOMM
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction CenterWebClient $ent Inbox 2ettin$s or sync6rono"s
Inbo"n& 5rocessin$ ssi$n 2tan&ar& 'as.s to
Comm"nication Met6o&s
2. Choose :e Entries an# ma)e the $olloing entries a((or#ing to %o'r #ata
=#<ect ID Co,, Metho
1;0080:0 *3
1;0080:1 =A9
1;0080:2 ?E3
:. Sa/e %o'r settings.
Result
Io' #e$ine# the stan#ar# tas)s as (omm'ni(ation metho#.
1:% Defining Co,,unication Metho Settings
3se
*n this *MG a(ti/it%4 %o' #e$ine settings $or ea(h inbo (omm'ni(ation metho# +$or eample4 e-mail or $a,.
SAP AG Page :8 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 39/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
3he Cate$ory 4 Copy 2"bect 4 an# 'ext I( $iel#s are 'se# hen an intera(tion re(or# is(reate# base# on an inbo or) item. Some $iel#s o$ the intera(tion re(or# ma% be pre#e$ine#base# on these settings. =or eample4 the or) item Cate$ory ma% be (opie# into theCate$ory $iel# o$ the intera(tion re(or#4 the tet asso(iate# ith the 'ext I( ma% be (opie#into the hea#er tet o$ the intera(tion re(or#4 an# the s'be(t o$ the mail ma% be (opie# intothe #es(ription $iel# o$ the intera(tion re(or#.
3he Ro"tin$ R"le allos %o' to o/erri#e the stan#ar# pro(e#'re 'se# to #etermine re(ipients$or inbo or)$lo items.
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe CRMC_IC_AUIGNCOM
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient $ent Inbox 2ettin$s or sync6rono"s
Inbo"n& 5rocessin$ (eine Comm"nication Met6o& 2ettin$s
2. Choose :e Entries resp@ c6an$e an# ma)e the $olloing entries a((or#ing to %o'r #ata6iel na,e 3ser action an values
Comm. Metho# *3
Categor% *3
Cop% S'be(t Nempt%O
Ro't. R'le Nempt%O
:. Sa/e %o'r settings.
Result
Io' #e$ine# the settings $or (omm'ni(ation metho#s.
1:1 Defining Te0t Types for Co,,unication Methos
3se
Here %o' #e$ine to hi(h intera(tion re(or# text type +$or eample4 note or b'siness partnerin$ormation, e-mail tet is trans$erre#. 3he intera(tion re(or# re$le(ts an intera(tion ith the('stomer an# is (reate# as soon as an inbo e-mail is pro(esse# b% an agent.
"rereuisitesSin(e the intera(tion re(or# is represente# b% a b'siness transa(tion o$ a (ertain transa(tiont%pe +see 25 IMG C"stomer Relations6ip Mana$ement Interaction Center WebClient
B"siness 'ransactions (eine B"siness 'ransaction 5roiles,4 the a/ailable text types #epen# on the text &etermination proce&"re assigne# to this transa(tion t%pe +see (eine'ransaction 'ypes,.
"roceure
Maintain the comm"nication met6o& $irst4 then enter the text &etermination proce&"re $or thetransa(tion t%pe o$ %o'r intera(tion re(or#4 an# $inall% (hoose one o$ the possible text types o$$ere# to re(ei/e the e-mail tet.
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
SAP AG Page :! o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 40/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Transaction coe CRMC_IC_AUIPRCOM
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient $ent Inbox 2ettin$s or sync6rono"s
Inbo"n& 5rocessin$ (eine 'ext 'ypes or Comm"nication
Met6o&s
2. Choose :e Entries an# maintain the $olloing entries one a$ter another +'sing b'tton:ext Entry
Co,, Metho Te0t Det"roc Te0t ID
*3 AC300001 A002
*3 5RDER001 0002
*3 SR00002 S002
:. Sa/e %o'r settings.
ResultIo' #e$ine# %o'r 3et 3%pes $or Comm'ni(ation Metho#s.
1:4 Chec+ing Mail 3ser
3se
Io' nee# at least one s%stem 'ser $or sen#ing e-mails $rom an# re(ei/ing e-mails into the*ntera(tion Center.*$ %o' ant to #isting'ish ithin the *ntera(tion Center organi<ation beteen4 $or eample4sales an# ser/i(e area4 %o' nee# to (reate to mail 'sers4 one $or ea(h areas(enario.
?ou can s+ip this step if a ,ail user has alreay #een create #y the a,inistrator
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe SU01
S" CRM ,enu rc6itect"re an& 'ec6nolo$y 2ystem &ministration User
Maintenance Users
2. Che() i$ 'ser MI(M has alrea#% been (reate#.*$ not4 enter MI(M in $iel# User +$or eample MI(M , an# (hoose Create.
:. 5n the #i$$erent tab pages maintain all man#ator% $iel#s4 parti('larl% the $olloing #ata
6iel na,e >alue
&&ress tab page
E-Mail N'seri#ON#omainO
Comm. Metho# RM? +Remote Mail,
o$on &ata tab page
6ser 3%pe S%stem
*nitial passor# e.g.4 el(ome
Repeat passor# e.g.4 el(ome5roiles tab page
SAP AG Page ;0 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 41/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Pro$ile SKA.SC5
;. 2ave %o'r entries.
1:: Defining Receiving B-Mail resses
3se
*n this a(ti/it%4 %o' #e$ine in(oming e-mail a##resses an# $a n'mbers $or the Agent *nbo.
Reuire,ents
E-mail a##resses an# $a n'mbers eist in the s%stem.
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe CRMC_IC_AUIADDR
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient $ent Inbox 2ettin$s or sync6rono"s
Inbo"n& 5rocessin$ (eine Receivin$ E-Mail
&&ressesax :"mbers
2. Choose :e Entries an# ma)e the $olloing entries a((or#ing to %o'r #ata one a$teranother
"hen (reating ne #ata man'all% $or both lang'ages +E an# DE,4 %o' nee# tomaintain translation-sensiti/e #ata +#es(riptions4 titles4 tets et(., ti(e4 a$terlogging on to the s%stem ith the appropriate lang'age +E an#or DE,.
ressE.u,#er Description
N'seri#ON#omainO+see (hapter C6ec.in$Mail User ,
MA*?ADM
SER*CENDomainO Ser/i(e
:. Sa/e %o'r settings.
3o get the (orre(t #omain4 (all transa(tion SCOT4 an# $rom the men' (hoose2ettin$s (ea"lt (omain@
1:; Defining Receiving B-Mail Settings
3se
*n this a(ti/it% %o' #e$ine settings $or the re(ei/ing e-mail a##resses.
Settings in(l'#e the or)$lo priorit% o$ the or) item (reate#4 ho soon items are es(alate#4
hat (alen#ar the es(alation 'ses to i#enti$% or)ing times $or %o'r (onta(t (enter4 an#
SAP AG Page ;1 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 42/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
hether or not an a'tomati( repl% is sent. Mar)eting (ampaign #etermination +'sing the(orrespon#ing stan#ar# tas) o$ SAP &'siness "or)$lo, is enable# b% #e$a'lt.
"rereuisites
Depen#ing 'pon hi(h options %o' (on$ig're in this step4 the $olloing items ma% nee# to be
maintaine# $irst• 3he stan#ar# tas) o$ SAP &'siness "or)$lo +to han#le a'tomati( e-mail
a()nole#gement,. 3his tas) m'st be (on$ig're# to #e$ine the repl% tet.
• =a(tor% (alen#ar
• 3ime perio# $or #ea#line monitoring
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe CRMC_IC_AUIGNADR
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction CenterWebClient $ent Inbox 2ettin$s or sync6rono"s Inbo"n&
5rocessin$ (eine Receivin$ E-Mailax 2ettin$s
2. Choose :e Entries an# ma)e the $olloing entries a((or#ing to %o'r #ata
6iel na,e 3ser action an values
A##ress =a o N'seri#ON#omainO
As) %o'r s%stem a#ministrator $or the (orre(t e-mail a##ress=or testing p'rposes %o' (an 'se or eample #e$ine#.
Comm. Metho# *3
Priorit% ; High
:. Sa/e %o'r settings.
Result
Io' #e$ine# %o'r re(ei/ing E-mail settings.
1:7 Defining Reply resses for uto,atic B-Mailc+no$lege,ent
3se
*n this a(ti/it% %o' pro/i#e the repl% a##ress $or a'tomati( e-mail a()nole#gements. "hen a('stomer re(ei/es an a'tomati( a()nole#gement /ia e-mail4 this is the a##ress that appearsas the sen#er a##ress.
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe CRMC_IC_AUI_GEN
SAP AG Page ;2 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 43/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient $ent Inbox 2ettin$s or sync6rono"s Inbo"n&
5rocessin$ (eine Reply &&resses or "tomatic E-Mail
c.nole&$ement
2. Choose (isplay -H C6an$e i$ ne(essar% to enter the e#it mo#e.
:. Choose :e Entries an# ma)e the $olloing entries a((or#ing to %o'r #ata
6iel na,e 3ser action an values
Repl% A##ress N'seri#ON#omainO
As) %o'r s%stem a#ministrator $or the (orre(t e-mail a##ress=or testing p'rposes %o' (an 'se the eample #e$ine# +hereMI(MF&omainH
;. Sa/e %o'r settings.
Result
3he repl% a##ress $or a'tomati( o'tbo'n# emails has been #e$ine#.
1:8 B-Mail In#o0
1:8! Setting 3p Routing for In#oun B-Mails
"roceure
1@ A((ess the a(ti/it% 'sing the $olloing na/igation option
S" CRM transaction coe S16
@ Choose tab page &&ressin$ an# sele(t the a##ress 25 B"siness +bects@
%@ Sa/e %o'r entr%.
1:8% ssigning gents for B-Mail anling
3se
3his pro(e#'re is a (entral step to (on$ig're the e-mail inbo. *t is #i/i#e# into to se(tions
• ctivate event lin.in$ *n(oming e-mails (an 'se or)$lo to #e$ine ho e-mails are ro'te# an# ho the% arehan#le#. A(ti/ating e/ent lin)ing a(ti/ates the or)$lo %o' #e$ine# an# allos it to be'se# $or the e-mail inbo. Io' onl% ha/e to a(ti/ate e/ent lin)ing on(e.
• ssi$n a$ents or processin$ mailsIo' #e$ine all tas)s as General tas)s.
"roceure
1@ A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe CRMC_IC_MAIL_!F
S" CRM ,enu Interaction Center → Interaction Center WebClient → &ministration → Agent *nbo → ssi$n $ent or E-Mail <an&lin$
SAP AG Page ;: o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 44/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
@ Choose ssi$n $ents.
%@ Epan# the or)$lo template IC; Mail Inbox <an&lin$ .
4@ Highlight the tas) 5rocess Email@
*$ the tas) general is set the organi<ation resp. 'sers (annotbe assigne#. Assign the'sers an# agents be$ore %o' set the general tas)sŒŒ
@ Choose Create a$ent assi$nment=
3@ 5n the C6oose a$ent type s(reen highlight 5osition an# (hoose Contin"e@
7@ Sele(t the rele/ant position+s, o$ %o'r organi<ational str'(t're +here the 25 Best5ractices positions here 'ser IC8GE:'8M9' IC8GE:'82R> 4 an# IC8GE:'82are assigne# to. 3hese ere (reate# $or the organi<ational 'nits B5 2ales Call Center an# B5 2ervice Call Center ,.
,@ Repeat these steps $or all 'sers that sho'l# re(ei/e e-mails in their e-mail inbo.
!@ eri$% that the tas)s $or E-Mail Pro(essing are (lassi$ie# as General 'as. . 3o (hange a
tas)4 sele(t the tas) an# (hoose ttrib"tes.10@ Choose Bac. +=:, an# (li() on ctivate event 6an&lin$ in (ol'mn Event in.a$e $or
Appli(ation Component IC WebClient Inbo"n& 5rocessin$ UI@
11@ Epan# the str'(t're an# press the b'tton (etail vie in (ol'mn (etails@
1@ *n #ialog bo 5roperties o Event in.a$e sele(t (he()bo Event lin.a$e activate& an#(hoose Contin"e.3he in$ormation in (ol'mn ctivate&eactivate ill (hange $rom (eactivate& to ctivate&@
Result
All agents #esignate# $or pro(essing e-mails ere assigne#.
1:81 Maintaining Recipient Distri#ution
3se
3he p'rpose o$ this a(ti/it% is to #e$ine a re(ipient #etermination $or in(oming e-mails.
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe S"#
S" CRM ,enu Interaction Center → Interaction Center WebClient → &ministration → Agent *nbo → Maintain Recipient (istrib"tion
2. Choose Insert line.
:. *n (ol'mn Recipient enter the e-mail a##ress here an e-mail (an be sent to %o'r s%stem+$or eample4 MI(MF&omainH4 see se(tion (einin$ Receivin$ E-Mail &&resses,.
;. Sele(t $iel# :e recipient an# (hoose the inp't help.
>. Choose 25 obect instance an# (hoose Contin"e.
. *n the net #ialog bo highlight obe(t t%pe UI; 2"pport obect an# (hoose Contin"e.
7. *n the net #ialog bo 'se the inp't help to sele(t the (orre(t re(ei/er a##ress +hereMI(MF&omainH,.
SAP AG Page ;; o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 45/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
8. Choose Contin"e an# sa/e %o'r entries.
Result
3he re(ipient #etermination $or in(oming e-mails is #e$ine#.
1:84 Maintaining In#oun "rocessing
3se
3he p'rpose o$ this a(ti/it% is to (he() the entries $or the inbo'n# pro(essing.
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
S" CRM transaction coe S$0
2. Choose Insert Ro an# maintain the $olloing entries one a$ter another
Co,, Type Recipient ress DocClass
B0it .a,e CallSeu
*nternet Mail MA*?ADMN#omainO *CS C?KRMPSKPR5KM*MEKHAD?*G 1
*nternet Mail MA*?ADMN#omainO *CS C?KRMPSK*C5M*GKMA*? 2
*nternet Mail *CS C?KAPP5*3ME3KREP?I :
:. Sa/e %o'r settings.
Result
3he re(ipient #etermination $or in(oming e-mails is #e$ine#.
1:8: Maintaining B-Mail resses for Syste, 3ser
3se
3he p'rpose o$ this a(ti/it% is to (he() i$ the re(ei/er 'ser has maintaine# e-mail a##resses$or pro(essing.
"roceure
1. A((ess the a(ti/it% 'sing one o$ the $olloing na/igation options
Transaction coe SU01
S" CRM ,ent rc6itect"re an& 'ec6nolo$y 2ystem &ministration User
Maintenance Users
2. Sear(h $or the s%stem 'sers IC8GE:'8M9' 4 IC8GE:'82R> 4 an# IC8GE:'82.
:. Che() i$ the $olloing entries eist4 otherise a## the $olloing in$ormation to ea(hrele/ant s%stem 'sers
6iel na,e >alue Co,,ent
E-Mail N'seri#ON#omainO Represents the re(ipient a##ress +$or eample4MI(MF&omainH,
SAP AG Page ;> o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 46/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Comm. Metho# *3 +E-Mail,
;. Sa/e %o'r settings.
Result
3he re(ipient #etermination $or in(oming e-mails has been #e$ine#.
1: Defining Ble,ent Categories for Searches
3se
Here %o' #e$ine the (ategories that spe(i$% hi(h t%pes o$ b'siness obe(ts (an be sele(te#ith the Agent *nbo sear(h $a(ilit%.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient $ent Inbox Inbox 2earc6 (einitions (eine
Element Cate$ories or 2earc6es
2. Choose :e Entries an# (reate the $olloing ne item (ategories $or sear(hes one a$teranother
Ite, Type Main Category Desription Icon +eample,
*nbo 5ne 5r#er *tem I110 &P *C A(ti/it% !I
*nbo 5ne 5r#er *tem IEAD &P *C ?ea# !I
*nbo 5ne 5r#er *tem IS5 &P *C Ser/i(e !I
ERP Sales 5r#er 3A ERP Sales 5r#er !
:. Sa/e %o'r (hanges.
;. Choose a ('stomi<ing reF'est i$ reF'ire#.
Result
e item (ategories $or sear(hes ha/e been (reate#.
1:!& Mapping *usiness Transactions
3se
3his a(ti/it% is rele/ant $or the inbo sear(h 'sing the ssi$ne& 'o an# cco"nt sear(h(riteria.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
SAP AG Page ; o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 47/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient $ent Inbox Map Item ttrib"tes to Inbox
ttrib"tes Map B"siness 'ransactions to Responsible
Employees an& Gro"ps
2. Choose :e Entries.
:. Maintain the $olloing entries
In#o0 Ite, Type PartnerPro(e#'re
Resp.empl.
Resp.Gro'p
Conta(tPerson
Sol#-3oPart%
*nbo 5ne or#er *tem 0000001 0000001; 0000001; 0000001> 00000021
*nbo 5ne or#er *tem 0000002 0000001; 000000!! 0000001> 00000001
*nbo 5ne or#er *tem I00000>2 0000001; 000000!! 0000001> 00000001
;. Sa/e %o'r (hanges.
>. Choose a ('stomi<ing reF'est i$ reF'ire#.
Result
=or the inbo sear(h4 b'siness transa(tions ha/e been mappe# ith b'siness partners.
1:!! Defining gent In#o0 "rofile
3se
"ith this a(ti/it% %o' #e$ine the inbo pro$ile that #etermines hi(h entries are #ispla%e# inthe #rop #on list boes o$ the *nbo Sear(h.
"rereuisites
Io' ha/e #e$ine# %o'r item (ategories $or sear(hes.
"roceure
1@ A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu CRM Interaction Center WebClient $ent Inbox (eine
Inbox 5roiles
@ 3o (reate a ne agent inbo pro$ile4 highlight stan#ar# pro$ile (ea"lt / 1 an# (hoose Copy s=
%@ Enter the $olloing /al'es
In#o0 "rofile Des(ription Maim'm Hits
I&PK*&59 &P Agent *nbo Pro$ile >0
4@ Press Enter .
@ *n the $olloing #ialog bo (hoose copy all an# (on$irm the in$ormation message.
3@ Sa/e %o'r entries.
7@ Highlight the ne pro$ile an# open /ie ssi$n Main Cate$ories ith #o'ble-(li().
,@ =irst #elete all entries an# sa/e %o'r #eletions.
SAP AG Page ;7 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 48/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
!@ Choose :e Entries an# enter the $olloing entries
"hen (reating ne #ata man'all% +not 'sing the &C Set, $or both lang'ages +Ean# DE,4 %o' nee# to maintain translation-sensiti/e #ata +#es(riptions4 titles4 tetset(., ti(e4 a$ter ha/ing logge# on the s%stem ith the appropriate lang'age +E
an#or DE,.Main Category Description Sort
3A ERP Sales 5r#er 1
I110 &P *C A(ti/it% 2
IEAD &P *C ?ea# :
IS5 &P *C Ser/i(e 5r#er ;
*3 E-Mail >
10@ Sa/e %o'r settings.
Result
Io' ha/e #e$ine# the ne agent inbo pro$ile AB58I:B+J .o %o' are rea#% to #e$ine %o'r *C "ebClient Pro$iles.
1; Maintaining *usiness Roles for IC
3se
3he p'rpose o$ this a(ti/it% is to assign the single pro$iles #e$ine# $or ea(h $'n(tion to the"ebClient pro$ile. 3he "ebClient pro$ile is #esigne# to s'mmari<e the single pro$iles nee#e#$or the #i$$erent s(enarios.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient (eine B"siness Role
2. Highlight one o$ the $olloing three b'siness roles $or *C hi(h ha/e been alrea#% (reate#
an# #o'ble-(li() on /ie ssi$n "nction 5roiles.:. Maintain the $olloing /al'es one a$ter another +an# lea/e the others 'n(hange#,
*usiness Role *"@IC@MAT *"@IC@SR> *"@IC@S9S
6unction "rofile "rofile >alue "rofile >alue "rofile >alue
&P*DE3 I&PK&2& I&PK&2& I&PK&2&
CAD
CA??K?*S3 A635KPAR3ERK C5=*RMA3*5
A635KPAR3ERK C5=*RMA3*5
A635KPAR3ERK C5=*RMA3*5
CAMPA*G
CASE DE=A6?3 DE=A6?3 DE=A6?3
SAP AG Page ;8 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 49/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
*usiness Role *"@IC@MAT *"@IC@SR> *"@IC@S9S
6unction "rofile "rofile >alue "rofile >alue "rofile >alue
CA3EG5R*A3*5 DE=A6?3 DE=A6?3 DE=A6?3
C53AC3CE3ER SAPCCS SAPCCS SAPCCS
C53E3KMGM3 DE=A6?3 DE=A6?3 DE=A6?3
CRM6*KC?*P&5ARD DE=A6?3K*C DE=A6?3K*C DE=A6?3K*C
EMA*? I&PKEMA*? I&PKEMA*? I&PKEMA*?
ERPKSA?ESK5RDER IERPK5RDER IERPK5RDER IERPK5RDER
EE3K?5G DE=A6?3 DE=A6?3 DE=A6?3
*CK&3 I&PK*CK3R I&PK*CK3R I&PK*CK3R
*CK*&59 I&PK*&59 I&PK*&59 I&PK*&59
*3E3KDR*EK*3
ERAC3*5S
DE=A6?3 DE=A6?3 DE=A6?3
5"?EDGESEARCH
DE=A6?3 DE=A6?3 DE=A6?3
PR5DKPR5P
R63*ME DE=A6?3K*C DE=A6?3K*C DE=A6?3K*C
SCR*P3
"&AR DE=A6?3 DE=A6?3 DE=A6?3
;. Sa/e %o'r settings.
Result3hree *C "ebClient pro$iles ha/e been maintaine# $or their 'se in #i$$erent *C s(enarios.
17 uestionnaire for Survey
17! Defining uestionnaire
3se
3he p'rpose o$ this a(ti/it% is to 'se s'r/e%s in the intera(tion (enter in or#er to e/al'ate('stomer nee#s ithin the lea# pro(esses.
"rereuisites
3ransa(tion t%pe AE( has been #e$ine#.
A F'estionnaire has been (reate# +$or #etails see the Con$ig'ration G'i#e o$ b'il#ing blo()C%7 / CRM ea& Mana$ement ,.
An eample F'estionnaire is pro/i#e# b% 25 Best 5ractices or CRM - as $ileB58E(8lan$"a$eH in the Misc #ire(tor% o$ the #o('mentation DD - $or ea(h o$ the$olloing lang'agesDE +German,4 E +English,4 ES +Spanish,4 =R +=ren(h,4 P3 +Port'gese,4 R6 +R'ssian,4 H+Chinese,4 CS +C<e(h,4 *3 +*talian,4 ? +D't(h,4 P? +Polish, an# 3R +3'r)ish, Q see theetension o$ the $iles name.
SAP AG Page ;! o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 50/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement 'ransactions 2ettin$s
or ea&s D"estionnaires or ea&s (eine D"estionnaires
2. 5pen $ol#er ppl@ ea&s an# highlight B58E(8yo"r lan$"a$eH +here4 $or eample4B58E(8E: ,.
Sele(t the F'estionnaire a((or#ing to %o'r pre$ere# lang'age.
=or #etails (on(erning the (reation o$ eample s'r/e% B58E(8E: see theCon$ig'ration G'i#e o$ b'il#ing blo() C%7 / CRM ea& Mana$ement 4 (hapter(einin$ D"estionnaires.
:. Choose Copy .
;. Sele(t appli(ation ea&s4 enter an *D $or the ne s'r/e% +B58IC8E(8yo"rlan$"a$eHK $or eample4 B58IC8E(8E: , an# (hoose Copy 2"rvey .
>. Choose C6an$e an# a## an#or #elete F'estions i$ reF'ire#.
. Choose Bac. an# sa/e %o'r entries.
7. Choose ctivate to a(ti/ate the ne s'r/e%.
8. =rom the appli(ation toolbar (hoose b'tton Maintain 2"rvey ttrib"tes.
!. 5n tab page 'ec6nical 2ettin$s enter the /ali#it% perio#.
10. 5n tab page &ministrat@(ata %o' (an $'rther maintain Short Des(ription an# Des(ription
+B58IC8E(8yo"r lan$"a$eH $or eample4 B58IC8E(8E: ,.11. Choose Contin"e.
12. Sa/e %o'r entries.
17% Maintaining uestionnaire Deter,ination
"roceure
1. *n the $ollo 'p step the F'estionnaire has to be assigne# to transa(tion t%pe IEAD
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement 'ransactions 2ettin$s
or ea&s D"estionnaires or ea&s (eine (etermination
or D"estionnaires
2. Maintain the $olloing /al'es +an# lea/e the others 'n(hange#,
Deter, Description Trans Type uestionnaire ID ctiv
I000000002 &P *C ?ea# IEAD &PK*CK?EADKN%o'rlang'ageO
Nsele(te#O
Result
3he s'r/e% is no assigne# to transa(tion t%pe IEAD.
SAP AG Page >0 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 51/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
18 Interactive Scripting
3se
3he Interactive 2criptin$ (omponent g'i#es agents thro'gh intera(tions ith ('stomers.S(ripts are ma#e 'p o$ inter(onne(te# lists o$ F'estions an# possible ansers. "hen or)ingthro'gh the s(ript4 %o' as) ('stomers the F'estions that appear an# in#i(ate their responses4hi(h are re(or#e# in the s%stem. At spe(i$i( points #'ring the (on/ersation ith the('stomer4 the s(ript 'mps a'tomati(all% into b'siness transa(tions +pre#e$ine# in the s(riptstr'(t're,4 or per$orms an a(tion in the *ntera(tion Center.
18! Chec+ing Services
3se&e$ore starting an# or)ing ith the interati/e s(ripting en/ironment %o' nee# to (he() i$ therele/ant ser/i(es ith the $olloing #esriptions are a(ti/e.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation option
Transaction coe SICF
2. Che() i$ the $olloing rele/ant ser/i(es ith the $olloing #esriptions are a(ti/e
• &AS*S M*ME 5&EC3S
• H33P han#ler $or et
• Central mimes $or the graphi(s taglib
• *ntera(ti/e S(ript E#itor
:. *$ this is not the (ase please a(ti/ate the rele/ant ser/i(es.Do a right mo'se-(li() an# (hoose ctivate in. $rom the #rop#on men'.
;. Sa/e %o'r entries.
18% Maintaining Scripts
3se
*n the *ntera(tion Center +*C, "ebClient4 s%stem a#ministrators an# intera(tion (entermanagers (an 'se the *ntera(ti/e S(ript E#itor to (reate s(ripts tailore# $or ('rrent (ampaignsor (ompan% nee#s.
*n this (hapter %o' $irst $in# a general #es(ription o$ ho to (reate a ne s(ript. At the en# %o' $in# some eample #ata $or (reating an eample s(ript hi(h is 'se# in the*ntera(tion Center s(enarios o$ 25 Best 5ractices or CRM .
s an option you can also uploa an e0a,ple of an interactive script #eing elivere#y SAP Best Practices for CRM as FM9 file
"rereuisites
SAP AG Page >1 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 52/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Io' ha/e the proper a'thori<ation to maintain s(ript tets.
LRE has to be installe# on the lo(al PC. Io' (an #onloa# it $rom the homepage a/a.s'n.(om i$ ne(essar%. 6se an% /ersion o$ a/aŽ Pl'g-*n 1.;.2.Donloa# the (orre(t RE $rom httpa/a.s'n.(om2se1.;.2#onloa#.html.=or #etails see S" note 7!7%!.
+3he 2SE a/a R'ntime En/ironment +RE, allos en#-'sers to r'n a/a appli(ations., As *nternet Eplorer #e$a'lt lang'age sele(t English +'ools Internet +ptions
an$"a$es,.
A lea# F'estionnaire has been (reate# +$or #etails see the Con$ig'ration G'i#e o$ b'il#ingblo() C%7 / CRM ea& Mana$ement ,.
"roceure
1. ?og on to the CRM "ebClient ith 'ser ic#!an an# passor# elcome@
2. A((ess the *ntera(ti/e S(ript E#itor 'sing the $olloing na/igation option
CRM 5e#Client 3I ,enu 5rocess Mo&elin$ Create; Interactive 2cript E&itor
*$ the s(ript e#itor #oes not start please (he() i$ %o' ha/e the appropriate REe#iton on %o'r lo(al ma(hine.
*$ the s(ript e#itor #oes not start properl% press Uploa& b'tton.
=ption ! Create ne$ script via file uploa
:. Choose b'tton Uploa& .
;. Sele(t $ile BP#Interactive#Script,!l $rom the Misc #ire(tor% o$ the 25 Best 5racticesor CRM #o('mentation DD.
All s(ripting obe(ts being (ontaine# in the $ile are also translate# in se/erallang'ages +li)e DE4 =R4 ES et(,.
=ption % Create ne$ script ,anually
>. Choose b'tton :e ith s'b men' 2cript +optional +bection 2cript ,. A ne s(ript appears in the e#itor ith its on tab page.
+5ptional, *$ %o' (reate an obe(tion s(ript4 in a##ition to the steps liste# belo4 %o'm'st also enter an obe(tion reason. 3he obe(tion reason is the tet that appears in$iel# +bections hen agents ee('te the s(ript.
*$ %o' sear(h $or a s(ript or a F'estion %o' (annot 'se il#(ar#s. *nstea# t%pe onl%part o$ the (ontaine# tet. 3he s%stem ill $in# the obe(t that mat(hes %o'r (riteriaan# ill highlight it in the repositor%.
. =irst maintain the attrib'tes $or the s(ript
7. Sele(t tab 2cript 5roperties an# enter the ne(essar% in$ormation
.a,e >alues Definition
S(ript *D Enter a 'niF'e *D+e.g.4 $BP Script ,.
6niF'e4 alphan'meri( i#enti$ier
SAP AG Page >2 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 53/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
.a,e >alues Definition
Des(ription Enter a #es(ripti/e tet $or %o'rs(ript +e.g.4 25 Best 5ractices2cript ,.
Short tet that #es(ribes the s(ript
De$a'lt
3emplate
Sele(t the template %o' thin) %o'
ill 'se most o$ten $or F'estions inthis s(ript +e.g.4 (ialo$"e,.
S%stem applies the #e$a'lt to all
F'estions that %o' a## to thiss(ript.
8. +5ptional, 5n tab page 2cript C6apters (hoose b'tton && ine an# enter a name $orea(h (hapter. 3his tet appears in s(reen area +vervie hen agents 'se the s(ript inthe *ntera(tion Center "ebClient.
!. A##ing F'estions to a s(ript
Eisting B'estionsIo' (an mo/e eisting F'estions4 hi(h %o' ant to 'se4 $rom the F'estion repositor%+s(reen area Repository path D"estions, into the e#itor 'sing #rag an# #rop.
e B'estions
*$ %o' (ant $in# a s'itable eisting F'estion in the repositor%4 %o' (an also (reate neF'estions
1. Choose b'tton :e ith s'b men' D"estion an# enter a F'estion tet.
2. 5n tab D"estion 5roperties enter the F'estion *D an# a #es(ription4 then (hoose2ave.
3he nel% (reate# F'estion ill appear in the repositor% $orm here %o' (an #rag it to%o'r s(ript in the or) area. Sele(t a no#e to enter the no#e properties.
6or e0a,ple uestions use in our e0a,ple script see the follo$ing ta#le
Scripting uestionsD"estion I( (escription an$"a$e 'ext
*D1 "el(ome E Hello4 e ha/e the nepro#'(t 9I an# eo'l# li)e to )no i$%o' are intereste# inthis.
A## A##itional "ishes E Do %o' ha/e a##itionaliss'es
*ye
(escription D"estion I( an$"a$e 'ext &%e &%e E 3han) %o' $or %o'r
interests4 ha/e a ni(e#a% an# goo# b%e.
3he F'estion I(1 )Welcome* gets the $lag 2tartin$ :o&e.
6se #rag#rop to mo/e a F'estion $rom the repositor% into the s(ript e#itor.Io' (an highlight the F'estion ('be an# maintain a##itional #ata on tab :o&e 5roperties
.a,e Definition 3se
B'estion *D 6niF'e4 alphan'meri(i#enti$ier =or eisting F'estions4 this $iel# is rea#onl%. =or ne F'estions4 enter ani#enti$ier.
S AP AG Page >: o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 54/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
10. A##ing Ansers to the s(ript
Eisting AnsersIo' (an mo/e eisting ansers4 hi(h %o' ant to 'se4 $rom the anser repositor%+s(reen area Repository path nsers, into the e#itor 'sing #rag an# #rop.
e Ansers
*$ %o' (ant $in# a s'itable eisting anser in the repositor%4 %o' (an also (reate neansers
:. Choose b'tton :e ith s'bmen' B"tton an# enter a tet.
;. 5n tab B"tton 5roperties enter the b'tton *D4 then (hoose 2ave.
3he nel% (reate# anser ill appear in the repositor% $orm here %o' (an #rag it to %o'r s(ript in the or) area. Sele(t a no#e to enter the no#e properties.
3et eamples $or a small intera(ti/e s(ripting s(enario+(on(erning the translation see the $olloing topi(,
ns$ersB"tton I( 'ext an$"a$e
AD1 &'% E
AD2 *nterest E
11. 6sing na/igational lin)s ithin %o'r s(ript +being pro/i#e# as templates,
=rom the tree str'(t're on the le$t (hoose 'emplates (EU' an# #rag the template$rom the repositor% to %o'r s(ript.5n tab :o&e 5roperties an# tab 5arameters enter the ne(essar% #ata $or the na/igationallin) as a parameter +see eample #ata belo,.
3he na/igational lin) lea#s to another /ie set in the *C "ebClient.*n $iel# +n Ret"rn Goto4 in#i(ate hether %o' ant the pre/io's or the net F'estion toappear hen agents na/igate ba() to the s(ript +here e.g.4 5revio"s D"estion,.
Eample #ata $or the internal lin)s 'se# in o'r eample s(ript
6iel .a,e 6iel >alue
!st .avigational 9in+ (te,plate -ead Qualification)
3ab page :o&e 5roperties
Des(ription &P ?ea#
3emplate ?ea# B'ali$i(ationChapter 2 Pro(ess
3ab page 5arameters
Parameter ame Parameter al'e
Des(ription &P ?ea#
Appli(ation *D CRMKS6REIK?EAD
B'estionnaire *D &PK*CK?EADKN%o'r lang'ageO
ersion *D Nan% F'estionnaire /ersionO
3ransa(tion 3%pe IEAD5rigin 00; +3elephone inF'ir%,
SAP AG Page >; o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 55/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
*mportan(e : +?o,
?ea# gro'p I00! +*C ?ea#s,
6iel .a,e 6iel >alue
%n .avigational 9in+ (te,plate *avigation)
3ab page :o&e 5roperties
Des(ription ERP Sales 5r#er
3emplate a/igation
Chapter 2 Pro(ess
3ab page 5arameters
Parameter ame Parameter al'e
a/igation 3arget ERP5RDERD +ERP Sales 5r#er Create,
5n Ret'rn Goto 0
3he no#e (ontaining the na/igational lin) #oes not appear as a no#e or F'estionon agents s(reens. *nstea#4 this no#e simpl% 'mps a'tomati(all% to the #e$ine#/ie set.
12. ?in)ing all s(ript elements ith ea(h other
Choose b'tton Insert in. 4 sele(t the so'r(e s(ript element an# then #rag the line tothe target s(ript element. Ea(h lin) represents the anser that lea#s to the net elementin the s(ript.
Highlight this ne lin) an# #rag#rop an eisting b'tton $rom the anser repositor% intothe in. 5roperties tab in the attrib'te s(reen area.Io' (an also #rag#rop the b'tton into the sele(te# lin) in the e#itor se(tion o$ thes(reen. *$ %o' (annot $in# a s'itable eisting b'tton4 %o' (an also (reate ansers.
1:. Assign the b'ttons
Highlight this ne lin) an# #rag#rop an eisting b'tton $rom the anser repositor% intothe in. 5roperties tab in the attrib'te s(reen area.Io' (an also #rag#rop the b'tton into the sele(te# lin) in the e#itor se(tion o$ thes(reen. *$ %o' (annot $in# a s'itable eisting b'tton4 %o' (an also (reate ansers.
ns$ers (#utton)
B"tton I( 'ext an$"a$e
Ies ?es E
o .o E
AD1 *uy E
AD2 Interest E
6or the resulting structure of our e0a,ple script see the follo$ing picture
SAP AG Page >> o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 56/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
1;. 5ptional Io' (an #rag#rop the obe(tion s(ripts %o' ant to 'se into the e#itor. 3heobe(tion s(ripts that %o' a## to %o'r s(ript ill appear as a/ailable obe(tions henagents r'n this s(ript. Io' (an lin) obe(tions to the s(ript i$ %o' li)e4 b't obe(tionsappear in the s(ript e/en i$ the% are not lin)e#.
1>. Choose 2ave.
1. *n or#er to translate the ne eample s(ript an# its ne (omponents into %o'r rele/antlang'age4 pro(ee# as $ollos
17. *n the Repository area highlight the ne eample s(ript 25 Best 5ractices 2cript an#(hoose b'tton 'ranslate.
18. 5n tab 2cript 'ranslator sele(t %o'r rele/ant target lang'age an# (hoose oa&'ranslation 'able.
1!. *n (ol'mn 'ranslate& 'ext maintain all ne eample s(ript obe(ts into %o'r rele/antlang'age +here German4 Spanis(h4 =ren(h4 Port'gese4 R'ssian4 an#or Chinese,4espe(iall% all ne F'estions an# b'ttons +ansers,.
20. Sa/e %o'r entries.
*$ a s(ript is assigne# to a (all list4 all agents (an a((ess the s(ript /ia the (alllist4 e/en i$ the% are not assigne# to the (orrespon#ing pro$ile.
S(ripts (an be translate# in the S(ripting E#itor. *n or#er to 'se the translation$or agents4 %o' nee# to a## the target lang'age to the list o$ s(ript lang'ages inthe s(ript pro$ile.
Result
Io' ha/e (reate# an eample s(ript $BP Script hi(h is 'se# in the *ntera(tion Centers(enarios o$ 25 Best 5ractices or CRM .
Io' no nee# to a## the ne s(ript to a s(ript pro$ile in the CRM s%stem +see net step,.
All 'sers ho ha/e got this s(ript pro$ile assigne#4 (an a((ess this ne s(ript.
181 Defining Script "rofile
3se
3he p'rpose o$ this a(ti/it% is to assign s(ripts to a s(ript pro$ile. 3his pro$ile lists the s(riptsthat are to be a/ailable $or agents to 'se in the 2cripts se(tion o$ the *ntera(tion Center +*C,"ebClient.
"rereuisites
SAP AG Page > o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 57/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
A s(ript has been (reate# to be 'se# $or intera(ti/e s(ripting.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement → Interaction Center
WebClient → Basic "nctions→ (eine 2cript 5roiles
2. Choose :e Entries.
:. Enter the $olloing settings
Script "rofile ID Description istory .avigational lin+
I&PK*CKSCR &P S(ript Pro$ile Do not re(or# Nempt%O
;. Press Enter an# sa/e %o'r entries.
>. Highlight %o'r ne pro$ile an# #o'ble-(li() on the $ol#er 2cripts.
. Choose :e Entries@
7. 6se the inp't help to assign %o'r ne s(ript AB5 2cript to %o'r s(ript pro$ile.
8. +5ptional, Enter the /ali#it% #ates to %o'r s(ript >ali& rom an# >ali& 'o.
!. Do'ble-(li() on $ol#er 2cript an$"a$es.
10. Choose :e Entries@
11. *n (ol'mn an$"a$es enter the lang'ages %o' plan to ha/e %o'r s(ripts a/ailable in +$oreample in E an# DE,. Io' (an (hoose beteen an% lang'age hi(h are a/ailable $orthe ('rrent 25 Best 5ractices or CRM /ersion.
12. Sa/e %o'r #ata.
184 ssigning Script "rofile to IC *usiness Roles
3se
*n this step %o' assign the s(ript pro$ile to %o'r b'siness roles $or *ntera(tion Center.
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation options
Transaction coe SPRO
S" CRM IMG ,enu C"stomer Relations6ip Mana$ement Interaction Center
WebClient (eine B"siness Role
2. 3o assign the ne s(ript pro$ile4 highlight the rele/ant b'siness role4 go to /ie ssi$n"nction 5roiles an# assign the ne s(ript pro$ile AB58IC82CR to ea(h rele/ant roleone a$ter another
*usiness Role *"@IC@MAT *"@IC@SR> *"@IC@S9S
6unction "rofile "rofile >alue "rofile >alue "rofile >alue
SCR*P3 I&PK*CKSCR I&PK*CKSCR I&PK*CKSCR
:. Sa/e %o'r entries.
SAP AG Page >7 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 58/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
Result
Io' assigne# a ne s(ript pro$iles to an *C "ebClient b'siness role.
1 lert Moeling (=ptional)
3se
3his #es(ription is 'st an eample to sho ho an e/ent alert is #e$ine#. *n this pro(ess the*C Manager #e$ines an *ntent-Dri/en *ntera(tion R'le Poli(% to enable a s(ript to be la'n(he#a'tomati(all% b% the s%stem hen the *C agent has (on$irme# the b'siness partner in the cco"nt I&entiication area.
"rereuisites
Io' are logge# on to the CRM "ebClient ith 'ser IC#MA* an# passor# elcome in or#erto 'se this appli(ation.
&e s're that this s%stem 'ser has got role 2585CC8ERM28(MI: assigne# in or#er to beable to 'se the inp't help $or the Categor% Mo#eler an# the R'le Mo#eler.
A s(ript has been prepare# in or#er to ee('te these steps.
1! Creating lerts (=ptional)
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation option
CRM 5e#Client 3I ,enu 5rocess Mo&elin$ Create; lerts
2. Choose :e .
:. Enter the $olloing eample #ata
6iel na,e 3ser action an values
ame IKA?ER3KSCR*P3
Des(ription S)ript ?a'n(h
a/igation 5be(t 3%peA(tion *C "ebClient - S(riptDispla%
?ang'age E
3ooltip Nempt%O
Message 3et S(ript Starte# a$ter &P (on$irmation
;. Press E:'ER .
>. Sa/e %o'r entries.
1% Creating Rules (=ptional)
"roceure
1. A((ess the a(ti/it% 'sing the $olloing na/igation option
SAP AG Page >8 o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 59/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
CRM 5e#Client 3I ,enu 5rocess Mo&elin$ Create; R"le 5olicy
2. *n the eb page #ialog enter the $olloing eample #ata an# (hoose +.
6iel na,e 3ser action an values
Contet *ntent Dri/en *ntera(tion +*C "ebClient,
R'le Poli(% NnameO +e.g.4 &PKA?ER3,
:. Highlight the ne poli(% entr%.
;. 5n assignment blo() B"siness Roles (hoose && Entry an# maintain the $olloing #ata
6iel na,e 3ser action an values
&'siness role &PK*CAKM3 +&P *C Agent Mar)eting,
&'siness role &PK*CAKS?S +&P *C Agent Sales,
>. 5n assignment blo() IC Events (hoose && Entry an# maintain the $olloing #ata
6iel na,e 3ser action an values
*C E/ent &PCon$irme#
. Highlight ro ctive.
7. 5n assignment blo() 5olicy >ariant (etails an# enter a #es(ription +e.g.4 B5 5olicy>ariant ,.
8. Highlight ro (rat R"les an# (hoose :e .
!. =or the ne r'le $ol#er4 in assignment blo() R"le ol&er (etails maintain the $olloingentries
6iel na,e 3ser action an values
ame NameO +e.g.4 &P Alerting R'le =ol#er,Des(ription NameO +e.g.4 &P Alerting R'le =ol#er,
10. Highlight the ne r'le $ol#er an# (hoose :e .
11. =or the ne r'le in assignment blo() R"le (etails maintain the $olloing entries
6iel na,e 3ser action an values
ame NameO +e.g.4 &P Alerting R'le,
Des(ription NameO +e.g.4 &P Alerting R'le,
12. 5n assignment blo() Con&itions (hoose && Entry .
1:. Maintain the $olloing entries +using the input help,Match ttri#ute =perator >alue
*$ C'rrent E/ent EF'als &'siness Partner Con$irme#
1;. 5n assignment blo() ctions (hoose && Entry .
1>. Maintain the $olloing /al'es +'sing the inp't help,
ctions .a,e >alue Description
A(tionsParameters
3rigger Alert
Alert ame IKA?ER3KSCR*P3 3ime Dela% +se(on#s, 1
SAP AG Page >! o$ 0
8/9/2019 sap crm webclient by raju
http://slidepdf.com/reader/full/sap-crm-webclient-by-raju 60/60
SAP Best Practices CRM *ntera(tion Center +C78, - Con$ig'ration G'i#e
1. Press Enter .
17. 5n assignment blo() 5olicy sele(t More Release (rat R"les to a(ti/ate the r'les that%o' ha/e 'st #e$ine#.
18. Choose 2ave +at the top o$ the s(reen,.