Thorsten Wewers / Tim Bolte

mySAP CRM Interaction Center

Technical Principles, Implementation, and Modification

• Gebundenes Buch

Produktbeschreibung

- Introduction and architecture of IC WinClient, IC WebClient and IC
Management
- Customizing and enhancement of Action Box, Workspaces, Agent Inbox, E-Mail
Response Management and much more
- Including technical example scenarios based company projects

This book enables consultants, project managers and decision-makers to quickly
familiarize themselves with the technology and programming techniques of mySAP
CRM Interaction Center.

First, learn about the technical principles of IC WinClient, IC WebClient and IC
Management, including a profound introduction into the architecture and
framework. The book focuses on customizing and enhancing basic functions, master
data and transaction integration, as well as communication channels and
customer-specific alerts. Highly detailed examples, used throughout the book,
can be easily emulated - to the benefit of your own projects.

Based on actual projects that extend across various industries, business
processes and company sizes, concrete business scenarios illustrate the
technical aspects of customizing. Valuable insights on mySAP CRM Interaction
Center usage options are guaranteed to benefit you, even if you have already
implemented.

Produktdetails

• Verlag: Galileo Press
• Englisch
• ISBN-13: 9781592290673
• ISBN-10: 1592290671
• Artikelnr.: 22194501

Autorenporträt

Dr. Thorsten Wewers is a member of the board of directors at ecenta AG, a
medium-sized SAP consulting firm with offices in Walldorf, Singapore and the
Americas. As a consultant Dr. Wewers has led multiple international projects
with a focus on SAP Interaction Center.

Dr. Tim Bolte has been working in the Interaction Center area at SAP since 1999.
He is responsible for SAP Interaction Center product management.

Inhaltsangabe

- 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