mySAP CRM Interaction Center

Preface 9

1. Introduction 11
... 1.1 mySAP CRM and Interaction Centers ... 11
... 1.2 Structure ... 13

2. Concept and Evolution ... 15
... 2.1 History of Current Applications in mySAP CRM Interaction Center ... 15
... 2.2 Business Scenarios and Processes ... 21
... 2.3 Technical Concept and Components ... 28

3. Technical Principles ... 39
... 3.1 Preliminary Note ... 39
... 3.2 Interaction Center WinClient ... 39
... 3.3 Interaction Center WebClient ... 60
... 3.4 Interaction Center Management ... 86

4. Selected Customization and Extension Options ... 105
... 4.1 Overview ... 105
... 4.2 Creating a Workspace with Subscreen in IC WinClient ... 106
... 4.3 Creating a Workspace With Enjoy Control in IC WinClient ... 115
... 4.4 Using Hidden Components in IC WinClient ... 122
... 4.5 Using the Action Box in IC WinClient ... 127
... 4.6 Using the Transaction Launcher in IC WebClient ... 135
... 4.7 Extending the Business Partner Search in IC WinClient by New Search Fields ... 140
... 4.8 Extending the Business Partner Search in IC WebClient by New Search Fields ... 147
... 4.9 Fact Sheet Enhancement ... 157
... 4.10 Executing Workitems in IC WinClient ... 166
... 4.11 Extending the Agent Inbox ... 172
... 4.12 Alerts in IC WebClient ... 181

5. Selected Examples From Customer Projects ... 195
... 5.1 Overview ... 195
... 5.2 Support Help Desk Based on IC WinClient ... 195
... 5.3 Interaction Center Analytics for a Support Help Desk ... 205
... 5.4 Consumer Care Based on IC WebClient ... 213
... 5.5 Employee Interaction Center Based on IC WinClient ... 228
... 5.6 Sales Advisory Services for Supporting the Sales Process ... 232
... 5.7 Integration of a Third-Party Telephony Bar in IC WinClient ... 242

6. Summary and Future Outlook ... 251

The Authors ... 253
Index ... 255