CRM WEBclient

SAP CRM WebClient Overview V1.
India SAP CoE, Slide 1
SAP CRM WEB -IC

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IC Overview
SAP CRM is an integrated tool that manages all kind of relationships with
Customers through various communication channels
IC (Interaction Center) is the platform that supports the three main business
scenarios (marketing, sales& service) in order to:
Capture and track the entire customer interaction cycle, starting with initial
engagement and ending with fulfillment and post-sales support
Gain competitive advantage through increased loyalty and retention.
ANALYTICS
MARKETING
Interaction Center platform

Field Applications
CUSTOMER
E-Commerce
(or other Contact

Persons)
SALES
SERVICE
Business Scenarios
Channel Partners
Supported platforms / channels
General Challenges in the Interaction Center

Do you know your customers, who they are, what they do
and what they like?
Do you interact with your customers consistently across all
channels?
Do you know your most valuable customers ?
Do you know how your customer interacts with you, via what
channel, how often, when and why?
Do your agents have access to all information and business
processes to help customers?
Do you optimize your staff to meet service levels with the
right knowledge, skills and availability?
Do your agents have a single, easy to use User Interface?
Interaction Center Business Scenarios

Business Scenarios
1. IC Marketing
Customer Campaigns and surveys
Target groups and call lists
Lead processing (searching, tracking, qualification, conversion)
2. IC Sales
Opportunity management
Inbound telesales with CRM or ERP sales order
Outbound telesales with CRM or ERP sales order
3. IC Service
Information help desk
Customer Service & support (Complaint / Case processing)
Employee Interaction Center (new with 5.0)
Interaction Center feature Highlights

Agent Desktop
Interaction Center WebClient
Interaction Center WinClient
Supporting Tools
Alerts & Messages
Reminder Scripting
Interactive Scripting
Communication channels
Knowledge management
Scratch pad
Manager Portal
Manager Dashboard (real-time statistics i.e. N calls on phone channel,
agent current state, average handling time, etc.)
Workflow Modeler
Broadcast messages (enables managers to notify agents of general
information)
Analytics (sales & service performance analysis, other statistics); linked
to SAP BW (Business Warehouse)
Workforce Management (Forecasting, Planning & Scheduling)
Multichannel Communications
Phone, email, fax, Web chat, co-browsing, etc.
SAP CRM WEB -IC

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Architecture Interaction Center

WebClient
CTI: Computer
Telephony Integration.
CTI is the interface
between the phone
Agent Workplace
system and the
telephony gateway.
Browser
Phone *
SAP APO: Advanced
Planner and Optimizer
SAP BW: SAP
Business Information
Warehouse.
Web Application Server 6.20 / SAP CRM 4.0
Contact Center
Communication
Mgmt. Software *
Broadcast
Messaging Server
ICI Connector *
Software Agent
Framework
Telephony *
Email *
Business
Communication
Broker
SAPconnect Connector *
Chat *
* 3rd-party component
SAP components
IC WebClient
Business Server
CRM Sales,
Service, Marketing
Middleware
IC WebClient
Server
ABAP Engine
Java Connector
Channel Mgmt.
Universal Queue
Interaction Routing
J2EE Engine
Index
Server
TREX
Search
Engine
Index
Mgmt.
System
(IMS)
SAP R/3
Plug In
SAPconnect
SAP APO
Internet Pricing &
Configurator (IPC)
SAP BW
Roles in Interaction Center:

Manager / Director: The Manager / Director makes
high level decisions regarding staffing and deliverables, budget,
and serves as the liaison to other executives
Manager/
Director
Supervisor
Team Leader
Interaction Center Agents
Supervisor & Analyst: The Supervisor manages agents

and team leaders and is responsible for day-to-day
operations. He manages critical escalations and non basic
approvals). The Analyst is responsible for the complex
reporting of the call center statistics, including routing,
scheduling, and forecasting.
Team Leader: The Team Leader is a senior agent
that handles calls (usually escalations and basic
approvals) and takes on some supervisory
responsibilities.
Interaction Center Agent: The Agent is the
first level of contact with the customer. He is in
charge with the request/complaint resolution
and closing, whenever possible, and has to
follow-up or escalate the activity in other cases
Interaction Center Roles :

Interaction Center
WebClient
Desktop Application
Interaction Center
WinClient
Interaction Center
Manager Portal
Consolidated Desktop
Applications
Workflow
Modeler
Business transaction processing

Multichannel support (phone, email, Web)
For the Agent
Productivity tools (scripting, solution search)

Real-time monitoring of agents
Quality management & monitoring
Workflow & routing administration
Team management & performance tracking
Management
Tools
IC Analytics
Reporting & analytics
Workforcewith
Mgmt.
Integration
the
Enterprise
Enterprise
Intelligence
IT Infrastructure
Integrated
Communication
Interface
E-Selling/E-Service
Access
Live Web
to the
Interaction
Collaboration
Center
Voice Solutions
For the Manager
Workforce management
Training & knowledge management
Budget & controlling
IT reliability & efficiency, 3rd-party integration
Web shopping, self-service & support
Multichannel access (phone, email, Web)
Voice self-service
For the
Customer
Interaction Center: Inbound Functionality

INFORMATIVE Administrative/
Accounting
SESSION
information
Call
Interaction
Center
Mail
Internet
Customer
Identification
TICKET
Trouble Ticket
Management
ORDER
Change Order
One Time
CHANGE
Administrative/
Accounting
Services
Registered
Customer
Fax
Unregistered
Customer
INFORMATIVE Administrative/
Accounting
SESSION
information
BP Master Data
Creation
Master Data
Management
Interaction Center: Outbound Functionality
Call List
Management
Activity
ORDER
Call
Mail
Outbound
Activity
LEAD AND
OPPURTUNITY
Fax
Marketing
Campaign
INFORMATION
COLLECTION
Interaction
Center
Master Data
Management
Slide 1 of 2
IC Main processes
Telesales Inbound
In this process, customers or sales prospects dial the telephone number of a
call center if they wish to initiate a sales order. Furthermore, the customers
often ask for information about products or services before placing an order, or
they wish to gain information about the status of business transactions which
have already been processed.
Telesales Outbound
This process supports the execution of sales campaigns and periodic calls
with call list management. On the basis of a call list, agents contact business
partners and - with the aid of interactive scripting - discusses products and
services with them. The process ends with a quotation, a sales order, or a
rejection from the customer.
Information Help Desk

Agents working for the information help desk assist customers with their
queries concerning products or services. The Interactive Intelligent Agent (IIA),
a case-based reasoning tool, can be used by the agents to search quickly for a
suitable solution to the customer's problem.
Slide 2 of 2
IC Main processes
Service
The Interaction Center service process supports processing of service
requests and orders. Customers can be identified using the relevant partner
information or data about their Installed Base. Agents may use the IIA to search
for a suitable solution for the customer's problem, create service orders,
determine existing contracts, and might select service products from
proposals.
Complaint Processing
Complaints can be product-related or non product-related. Follow-up actions
can be triggered from within the complaint; these include quality control tasks,
delivery of replacements or the generation of credit memos or return requests.
Lead and Opportunity Qualification

For a given marketing campaign, you may wish to generate leads for certain
business partners within a target group. You use leads to qualify the level of
interest presented by these business partners, with a view to transforming
them into opportunities.
Agents WebClient Desktop
Agents WebClient Desktop

Title Bar
Scratch
Pad
Account
Info
Alerts
Toolbar
Communication
Info
System
Messages
Navigation Bar
Context
Area
Workspace
Broadcast
Messages
Queue status
Navigation Bar and Transaction Launcher

Navigation Bar
The navigation bar is a persistent area in the Interaction Center

(IC) WebClient used for quick and easy access to the most
commonly used transactions. Each transaction is a hyperlink that
opens the function.
The navigation bar is divided into two areas: standard and
personalised (by the agent through index or by administrators by
means of transaction launcher)
Transaction Launcher
The transaction launcher is a tool that system administrators use

to allow agent access to business transactions directly from the IC
WebClient screen. It is essentially a collection of shortcuts to
available functions or transactions within SAP CRM, Enterprise
R/3, IS-U systems, and other external applications (i.e. web URLs)
Navigation Bar:
Navigation
Bar
Index (Personalization)
The index shows all the Interaction Center (IC) WebClient functions that are not available
in the standard area of the Navigation Bar.
The agent can use index to Access IC WebClient functions, change preferences or
activate and define shortcut
Navigation Bar and Transaction Launcher

Navigation Bar
Navigation Bar Profile
Transaction Launcher
Navigation Bar Entry Id:

IDENTIFY_CUSTOMER
INTERACTION RECORD
CREATE_OPP_PRO
Launch Transaction
ID:
ACTION_CREATE_OPP
Transaction Details:
-Transaction Type
-Object
-Method
Configure details of new launch

Transactions by wizard
Navigates agents through customer interactions with the help of a set of tree-structured
questions and answers
Multiple scripts related to different business scenarios assigned to agents profile
Customers answers to the questions can be captured (i.e. in surveys)
Scripting editor to easily model scripts according to different business scenario needs
Interactive Scripting Editor

The Interactive Scripting editor is the web based tool that interaction center managers
and system administrator can use to create scripts tailored for current campaigns or
business scenarios
Editor
You can use this screen area to
create or change existing
questions, answers, or scripts
Repository
All the scripts, questions and
answers are stored in the
repository.
Search / navigator area
Attribute specs area
Define Alert Profiles & Assign alerts to

alerts profiles
Define Alert Profiles
Assign Alerts to Alert

Profiles
Knowledge Search:
It makes use of problem description given by customer through call, fax, email.
The text used to search the solution to the problem .
Search
by
free text
Refinement
by parameters
Search
Results
Selected
solutions
IMG for Knowledge search:
Case management:
Case management enables to consolidate, manage, process information about

a complex situation in a centralized location. Within a case we group various
business partners, products & transactions.
Case is a single object with few attributes. It acts like a folder containing
documents, objects and involved parties related to each other from certain
business perspective.
Example:Consumer Cases Search
With the help of this view we can have a look at the interaction history based on various
parameters.We can search the cases on the following parameters or their combinations
With the help of this view we can have a look at the interaction history based on various parameters.
Date
We can search the cases on the following parameters or their combinations
Consumer
Case Number
Date
Case Description
Consumer Case Number
Case Description
Consumer
Consumer
We can use the following buttons
We can use the followign buttons

Search for searching
on
criteria on
keyed
in. keyed in.
Search the
for searching
the criteria
For
starting
to input a new criterion
Clear For starting toClear
input
a new
criterion
Consumer Cases- Result
Based on the search criteria mentioned in the Consumer Cases Search view,
we get the results in the Consumer Cases Result view in the above mentioned way.
Consumer Cases- Result
Following fields are displayed in the Search Result
Date
Time
Channel
Description
Case Number
Status / Result
Brand
Created By
Case details:
If we press the Case link on the Navigation Bar, this is what we get to see
Record the channel and origin in the Web IC.

The channel and origin are recorded in the Case Classification record.
In the navigational frame the agent clicks on "Case". Within the Case Classification view the
fields channel and origin are displayed.
Here the agent selects the different values form the drop-down list boxes.
It is mandatory to have the Channel field populated. On the other hand, the field
Origin is not mandatory to be filled in.
Origin
Channel
Case Notes
This view describes how free text information in the interaction

record can be viewed and maintained by the agent to capture as
completely as possible additional information surrounding the
contact.
In this regard three different kinds of free text fields will be provided.
These free text fields are presented in a text box of appropriate size in
the interaction record..
To add any kind of free text the agents simply selects one of
these text types and enters the free text in the text box below.
Case log
The Case Log is maintained as additional text type and will be used to see the
history of all text entries entered by the CSR. This field will be in a displayonly mode and cannot be changed by the CSR
For each entry within the case log, the following information will be shown:
Note type (e.g. internal note)

Date
Time
User name
Text Entered
Import Scratch Pad

Scratch
pad
A pop-up window will appear in which the agent can type in any kind of free text
Product Classification:
Marketing Objects are products which are created directly in CRM, and to
which cases can be assigned. These are necessary given that marketing
objects are not currently maintained within the R/3 systems.
The Marketing objects are assigned using the product classification screen
already used for product FERTs, (screenshot below)
Additional Product and Case Information
Purchase Location (Store Name and Address)

The Store Name will be a drop-down and the Store Address will be a free-text field.
The Store Name can be selected by a drop-down box. For each market/sales organization
specific store names can be maintained in the CRM System.
Transaction SM30.
Result List: Classification
This view consists of the result list displaying all possible combination
regarding the actual selection of the the results of the search function.
The result list consists of the following fields
The result list for Marketing Objects will be populated only with the following entries
The case classification of the Result List contains the following fields
Case Views:
On clicking the link Case Details in the Notes view, we are navigated to a viewset which has the
following views
Call Transfer
Call
Transfer
Notification & Collaboration
Activity Clipboard
Partners:
ERMS (Email Response Management System)
The routing of mails can be enhanced via ERMS

The routed work item needs to integrated into the agent inbox of the IC
WebClient. This is done by agent inbox specific customizing settings
Category Modeler:
It describes how multi level categorization can be used in IC Webclient Service

transactions and activities
How to use the category modeler to set up categories.
Multi Level categorization Overview
Multi Level categorization: Service

Transaction
: In the category modeler the categories are set up as a multilevel hierarchy.
: In the IC WebClient transactions like service tickets can be categorized based on
this hierarchy
Scenario: customer Complaint

INTERACTION CENTRE AGENT
CUSTOMER
No solution
found
Inbound
Call
Receiving
Complaint
creation
Escalation
Activation
Solution
found
End
Call
INTERACTIVE
SCRIPT
INTERNAL DEPT
En
d
Ca
ll
End
Call
Close
Complaint
Activity
Follow up
Activation
Complaint
Resolution
Outbound
Call
Execution
New
FAQ
?
SelfAssignment
Close FAQ
Maintenance
Activity
Close
Complaint
Activity
FAQ
Creation
of FAQ
COMPLAINT
CREATION
Create a FAQ
Maintenance
Activity
COMPLAINT
PROCESSING
Log. Resp
INTERACTION CENTRE
AGENT
Outbound
Call
Execution
Complaint
Resolution
Interactive
Script / FAQ
No solution
found
INBOUND CALL
RECEIVING
SUPERVISOR
FEEDBACK
TO CUSTOMER
Close
Complaint
Activity
Scenario: customer Complaint example

Interaction Center -> Interaction Center (crm_ic)
INBOUND CALL
RECEIVING
CC
Operator
INBOUND
CALL
RECEIVING
INTERACTIVE
SCRIPT
FAQ
COMPLAINT
CREATION
COMPLAINT
WORKFLOW
FEEDBACK
TO POS
ICA receives an Inbound Call

Customer is automatically identified (ANI) and reason for call is recognized
(DNIS)
Some information about Customer are displayed in the BP search
workspace
ICA accepts the call and starts the interaction with Customer
Interaction Center -> Interaction Center (crm_ic))
INTERACTIVE
SCRIPT
CC
Operator
ICA follows Interactive Script guideline to assess Customer needs

ICA has the possibility to access directly the FAQ or to create a Complaint
(different types available) from the scripts
FAQ
CC
Operator
ICA consults the solution available in solution database, searching by key

words in FAQ window of Application Area
Verify if one of the revised Solutions provides an answer to Customer
needs

Interaction Center -> Interaction Center (CIC0)
COMPLAINT
CREATION
CC
Operator
If the issue has not been

solved with the FAQ, ICA
creates a Logistic Complaint
Logistic Responsible is
automatically selected as
Employee Responsible
Following the Instructions in
the Text Area, ICA enter all the
complaint details:
Description (Delay for
product Ice Cream 3465)
Status (In process
Logistic)
Reason (Delayed Delivery)
Notes in the Text Area
Save the Complaint Activity
INBOUND
CALL
RECEIVING
INTERACTIVE
SCRIPT
FAQ
COMPLAINT
CREATION
COMPLAINT
WORKFLOW
FEEDBACK
TO POS

INBOUND
CALL
RECEIVING
INTERACTIVE
SCRIPT
FAQ
COMPLAINT
CREATION
COMPLAINT
PROCESSING
Activities -> My Incomplete Activities (S_AE2_8900010)
The Logistic responsible can find the activity in the Pending Activities (SAP Business
Workplace) transaction and displays the details of the complaint forwarded by ICA
COMPLAINT
PROCESSING
Logistic
Responsible
After having solved the issue, logistic responsible updates necessary fields:
ICA as Employee Responsible
Status (In process Call POS)
Notes with solution and feedback for Customer in the Text Area
When the activity is saved, it will be addressed to the ICA in order to call back the
customer

INBOUND
CALL
RECEIVING
INTERACTIVE
SCRIPT
FAQ
COMPLAINT
CREATION
COMPLAINT
WORKFLOW
FEEDBACK
TO CUSTOMER
ICA opens the Pending Activities transaction, accessible from the Inbox
and retrieve the complaint forwarded by Logistic Responsible
FEEDBACK
TO CUSTOMER
CC
Operator
ICA contacts the Customer to provide the solution and, following the
Instructions in the Text Area, updates necessary fields in the activity:
Status (Closed)
Result (Successful)
Notes in the Text Area
Saves complaint activity
The closed complaint is now visible in the Interaction History of the
Navigation Area.
SAP CRM WEB -IC

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IC Web client customizing
IC web client customizing divided in to two parts.
Customizing
Advanced customizing using BSP

programming. IC Web client frame
work link to IC web client BSP.
IMG Customizing , master profile

using all profiles
Customizing
profile
ABAP,XML,HT
ML
Page
IC web client profiles
Assigning IC profile to organizational unit
Position
Assign Profile to
Position
Customizing scripts
Script profile
Assign your script profile to the IC-web

client profile
Assig
n
script
profil
e
IMG for Case Management:
Case
manage
ment
Alerts and Alert profiles
Define Alerts
Consumer search in case:

Once we are in the partner view, clicking the spyglass will navigate the user to the Partner
Search view which will be used to search the partner based on the parameters therein.
The result of the partner search in the partner view will bring the available options to choose
from in the result list of the partner search
Standard IMG activity
Case Categories:
The possible values for the activity category can be maintained in CRM customizing
Define navigation bar profile
Define navigation bar profile and assign the entries to profiles .
Assign entries to
navigation bar profiles
Assign navigation bar profiles to IC Webclient
Assign
navigation profile
to IC Webclient
Inbox Profile Configuration

Define element categories time periods and status for inbox search.
Item categories
for search
IMG for Inbox:
Define
Time
periods
Define inbox status
Define Inbox Profile and assign searches to profile
Inbox profile
Assign searches to
inbox profile
Inbox Search Results :
Search
Results
Transaction Launcher : Types

Transaction Launcher Wizard
Transaction Launcher Type

People-Centric UI Transaction
BOR Transactions
URL - Transaction
Integrate Pages of the CRM

People-Centric UI
E.G Opportunity Mgt
Integrate BSP and

non BSP URLS
(E.g any Internet or
Intranet
Webpage)
Integrate BOR transactions

of any SAP system
(e.g. SAP R//3 sales
order or CRM master data)
Email related agent inbox customizing
In the following you will go through numerous steps that integrate the email
workflow task into the agent inbox. The corresponding IMG activities can all be
found in:
IMG: CRM Interaction Center WebClient Agent Inbox
Assign Standard Tasks to Communication Methods
The communication methods like mail or fax are assigned to corresponding

task of the workflow. The relevant entries will already defined there:
ex: Task 14008030 (Process email) Communication Method INT (e-mail).
or
Task 207914 (ERMS decision) Communication Method INT (e-mail
Multi Level categorization: Interaction Record
Categorization Modeler: Category hierarchy
Categories and Codes:
Categorization IMG customizing:
SAP CRM WEB -IC

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Exercise: Create alert by using alert modeler
Create an alert that the agent receives a reminder message indicating that it is
time to wrap up the call. The reminder is ttriggered when the call duration
exceeds 100 seconds (1 minute, 40 seconds).
The alert is triggered when 100 seconds have passed since the business
partner was determined
The triggering event is business partner determined with the parameter 100
seconds.This event triggers the alert Reminder. The alert class determines
which parameters and values are available for the alert
The message text controls which text appears in the context area of the agents
screen
Alert Modeler : Customizing

Triggering Event:
Business Partner
determined
Parameter:
100 Seconds
Alert: Reminder
Message text
Time to wrap UP!
Navigation link
Inter Record view
SAP CRM WEB- IC

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Define Alerts:
SAP IMG Customer Relationship Management
interaction center webclient Basic Functions
Define Alerts and Alert Profiles
Assign Alerts to Profiles:
interaction center webclient Basic Functions
Define Alerts and Alert Profiles
Select the profiles and assign the above created alerts

to profile and save the settings.
Assign Alert profile to Webclient profile :

interaction center Webclient Define IC Webclient
Assign IC Webclient profile to Org Unit:
SEA Interaction Center Supporting Process
IC Structure Create organization and Staffing

CRM WEBclient

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SAP CRM WebClient Overview V1.

India SAP CoE, Slide 1

SAP CRM WEB -IC

India SAP CoE, Slide 2

Interaction Center platform

(or other Contact

Supported platforms / channels

General Challenges in the Interaction Center

India SAP CoE, Slide 4

Interaction Center Business Scenarios

India SAP CoE, Slide 5

Interaction Center feature Highlights

India SAP CoE, Slide 6

SAP CRM WEB -IC

India SAP CoE, Slide 7

Architecture Interaction Center

India SAP CoE, Slide 8

Roles in Interaction Center:

Interaction Center Agents

India SAP CoE, Slide 9

Supervisor & Analyst: The Supervisor manages agents

Interaction Center Roles :

Business transaction processing

For the Agent

Productivity tools (scripting, solution search)

For the Manager

Interaction Center: Inbound Functionality

India SAP CoE, Slide 11

Interaction Center: Outbound Functionality

India SAP CoE, Slide 12

Information Help Desk

India SAP CoE, Slide 13

Lead and Opportunity Qualification

India SAP CoE, Slide 14

Agents WebClient Desktop

India SAP CoE, Slide 15

Agents WebClient Desktop

India SAP CoE, Slide 16

Navigation Bar and Transaction Launcher

The navigation bar is a persistent area in the Interaction Center

The transaction launcher is a tool that system administrators use

India SAP CoE, Slide 17

India SAP CoE, Slide 18

India SAP CoE, Slide 19

Navigation Bar and Transaction Launcher

Navigation Bar Entry Id:

Configure details of new launch

India SAP CoE, Slide 20

India SAP CoE, Slide 21

Interactive Scripting Editor

Search / navigator area

India SAP CoE, Slide 22

Attribute specs area

Define Alert Profiles & Assign alerts to

Define Alert Profiles

Assign Alerts to Alert

India SAP CoE, Slide 24

IMG for Knowledge search:

India SAP CoE, Slide 25

Case management enables to consolidate, manage, process information about

India SAP CoE, Slide 26

Example:Consumer Cases Search

We can use the followign buttons

India SAP CoE, Slide 27