CRM Interaction Center

Let me share some of my tricks I use when supporting CRM Interaction Center. Some of it is not specific to CRM IC but helps me a lot. Debugging Often helpful, when I have to logon to CRM WebUI using a webdispatcher and my external breakpoints do... Read More »

SAP is a large company — one of the largest in the world! With 365,000 customers, spread over 180 countries in over 40 different languages, supporting over 25 different industries, in both B2B and B2C, with both from large enterprises and... Read More »

During the last years, I dealt with quite a lot questions or issues related to  concept of interaction, interaction record and End button. In this blog I would like to summarize basic information and introduce a new feature which might help to... Read More »

All good things come in threes: Continuing my previous blogs Introducing S/4HANA Utilities for Customer Management (S4CRM) and S/4HANA Utilities for Customer Management (S4CRM) – the journey continues, I am happy to share some news about the... Read More »

Alerts are information messages that can be displayed to agents in the Context Area of the Interaction Centre. Alerts are used to guide agents during the interaction with the customer by directing their attention to items that required... Read More »

Are you familiar with the Support Assistant on the SAP ONE Support Launchpad? The Support Assistant is a new feature of “Report an Incident” application, that offers a guided approach to create an incident through a conversational user... Read More »

1. Introduction Google maps has a Places Autocomplete API that can be used with any input field in CRM. This feature can save time and help validate addresses. Once autocomplete is attached to a field, Google will present a list of suggested... Read More »

Simplification is one of the key mottos of SAP S/4HANA, some people even say that its first letter is one of reasons behind the “S” in the product name .Today I would like to introduce you to one of the major elements of... Read More »

Starting with CRM 7.0 UIU views are integrated in IC WebClient business roles by default. But there are some differences on how business transactions are included in IC Webclient compared to CRM WebUI although technically the same components are... Read More »

When I was starting to work with SAP CRM and in particular with Interaction Center functionality I was inspired by the document on how to add an IC toolbar button by John Burton. I still remember those funny feeling that there is always a place for... Read More »