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SAP Insider – CRM 2008 Post Presentation Q&A – The fundamentals of SAP CRM Interaction Center

Intent of this Post-Presentation Series

This is one in a series of postings by the presenters of the SAP Insider Conference “CRM 2008” held in Las Vegas, March 2-5.  The comment/talkback feature below provides an opportunity for attendees to interact directly with the presenters and comment or ask questions about their respective CRM presentations.

Title of the Session

The fundamentals of SAP CRM Interaction Center


Investigate the features and capabilities of SAP CRM Interaction Center (IC), typically the first piece of SAP CRM functionality implemented by customers.

  • Review the IC sales, IC marketing, customer service, and contact center management functionality. Gain an understanding of how you can use IC for a service desk, IT help desk, employee interaction center, and a 311 call center.
  • See what kind of computer telephony integration (CTI) and multi-channel communication is available and get an overview of communications products offered by SAP and SAP’s partners. Explore the service capabilities of the IC such as trouble-ticketing, knowledge management, and service orders (including repairs and appointments).
  • Examine other IC capabilities such as sales and marketing capabilities and functionality for complaints and case management.
  • Learn how to tap into the SAP CRM IC advanced analytical capabilities such as service ticket reporting, blended analytics, real-time monitoring of queue levels, agent activity, and more.
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  • Hello John,
    Our customer has heavily invested in PCUI applications in release 4.0, and they would like to know if the PCUI framework will be compatible with the CRM 2007 WebClient framework.
    Note 1118231 states that, “The People-centric User Interface (PC-UI) is not supported.”, but it is not clear if it will not work at all.

    Thank you very much

    • Hello Armando,

      Thank you for your excellent question!

      As you mention, SAP Note 1118231 “Supported user interfaces for SAP CRM” states that… “The only supported user interface for business functions in SAP CRM is the CRM WebClient user interface (CRM WebClient UI). The People-centric User Interface (PC-UI) is not supported.”

      In general, I would refer you to the author of the note, Nadine Beigel, for clarification of what “not supported” means. From my admittedly limited understanding of the situation, I have heard that while it is still possible to launch PCUI BSP applications from the Transaction Launcher in the Interaction Center, the PCUI applications may not function correctly due to incompatibility between the new CRM WebClient framework and the old PCUI framework. However, I am not an expert in this area so I would differ the CRM Framework team of Nadine as mentioned above. Thank you.

      Warm regards,

  • Hello John,
    In CRM 4.0, we used to have a Technical Analysis section where we would categorize the complaint according to 4 different criteria (Complaint Source, Complaint Media, Complaint Reason, and Complaint Resolution).
    In CRM 2007, the Technical Analysis section does not seem to be available, only the 4 category dropdowns, which will not allow us to categorize the complaint from the 4 criteria mentioned.  Is there a way to achieve this?
    Is there a way to associate 2 or more schemas to a complaint?
    • Hello Armando,

      I think you are actually referring to the People-Centric User Interface (PCUI) version of the complaint, which in CRM 4.0 offers a tab called “Technical Analysis”. It sounds like you are probably accessing this PCUI Complaint from the Interaction Center via the transaction launcher. I’m not really very familiar with PCUI — which is no longer supported in CRM 2007. You might check with the colleagues from the CRM Service team to see whether the new CRM WebClient Complaint offers comparable functionality.

      As you mentioned already, the Interaction Center specific version of the complaint offers multi-level categorization based on a categorization schema maintained in the Category Modeler. Currently in CRM 2007 there is no possibility to associate more than one categorization schema with an IC complaint.

      Sorry that I could not be of more assistance.

      Warm regards,

  • We are implementing CRM 5.0 with ECC 6.0, we are implementing CIC Web client as a contact center for their Dealers. In a standard scenario, we can escalate up to 1 level, but our client requires 5 level of escalation like if the call is not attended in 15 minutes, first escalation should go to Team lead and if the call is not attended in 4 hours, then it should be escalated to Service Head and so on.
    I tried to achieve through standard configuration of Date Profile, but unsuccesful.
    Best regards,
    Anup Bansal
    SAP CRM Consultant
    M +91 9820981852
    L&T Infotech, South Block
    Saki Vihar, Powai
    Mumbai 400072, India
    • Hello Anup,

      I sent you an email asking for additional information and clarification since it is not quite clear to me what you are referring to when you talk about “escalation” of “calls”. I wonder perhaps if you are actually referring to the routing (i.e., dispatch/escalation) of Service Tickets instead? In such cases, the “escalation” or routing is triggered manually be an agent, or automatically based on business rules (e.g. when saving the ticket. I am not aware of any out of the box solution to trigger the routing based on elapsed time or date profiles.

      If on the other hand, you are really are talking about telephone calls and not service tickets, then perhaps you can elaborate on how you envision escalation working in this respect. The routing of telephone calls is not handled by the Interaction Center, but is actually handled by the communication management software such as SAP BCM, Genesys, Avaya and so on.

      Warm regards,