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CR400 Contact Center in CRM

CR400 Contact Center in CRM  SAP AG 2001

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R/3 System

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Release 2.0C

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July 2001

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5004 9816


Copyright

Copyright 2001 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. All rights reserved.

 SAP AG 2001

Trademarks: n

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SAP, SAP Logo, R/2, RIVA, R/3, ABAP, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo and mySAP.com are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other products mentioned are trademarks or registered trademarks of their respective companies.


SAP Customer Relationship Management

 SAP AG 2001


Course Prerequisites

l Understanding of Customer Relationship-related processes l Industry knowledge of Contact Centers l Completion of Level 3 courses

 SAP AG 2001


Target Group

l Audience: n

Customer Project Team Members involved with CRM implementation

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SAP Consultants and Partners working with CRM customers

l Duration: 3 days

 SAP AG 2001


Course Overview

Contents: l Course Goals l Course Objectives l Course Content l Course Overview Diagram l Main Business Scenario

 SAP AG 2001 1999

© SAP AG

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Course Goals

This course will prepare you to: l Use Interaction Center as an agent l Understand the functions of the Interaction

Center scenario l Customize Interaction Center for different

business uses l Understand the technical architecture of

Interaction Center

 SAP AG 2001 1999

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This course is a combination of a level two and a level three course.

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In the level two section you will learn how to operate the Interaction Center as an agent.

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In the level three sections you will learn how to customize the interaction center for different business uses.

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Course Objectives

At the conclusion of this course, you will be able to: l Process a transaction via the Interaction Center

scenario l Customize the Interaction Center l Explain the architecture of the Interaction Center l Understand the integration of components

 SAP AG 2001 1999

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Course Content

Preface Unit 1

Overview

Unit 7

Activity Management

Unit 2

Getting Started

Unit 8

E-mail Management

Unit 3

Agent Functions

Unit 9

Knowledge Management

Unit 4

Creating a CIC Profile

Unit 10

Service Transaction

Unit 5

Configuring Components Unit 11

Technical Architecture

Unit 6

Action Box Configuration Unit 12

Course Wrap-up

 SAP AG 2001

© SAP AG

Exercises, Solutions Appendix

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Course Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

Email EmailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

© SAP AG

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Main Business Scenario

You are ... l An agent in the SAPCOE call center responsible for responding to customer interactions via phone and E-mail. l As the agent responsible for the design and implementation of the call center, you must configure a variety of CIC screens and assign these screens to different agents.

 SAP AG 2001 1999

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Getting Started

Contents: l Interaction Center as a part of SAP’s Customer Relationship Management l High-level components and architecture of CRM l Overview of the technical structure of CIC l CIC terminology l Business Partners

 SAP AG 2001 1999

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Getting Started: Unit Objectives

At the conclusion of this unit, you will be able to: l Describe how the Interaction Center is integrated in SAP’s Customer Relationship Management l Describe on a high level the components and architecture of CRM l Describe the technical structure of CIC l Describe terminology specific to CIC l Describe Business Partners

 SAP AG 2001 1999

© SAP AG

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Getting Started: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

Email EmailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

© SAP AG

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Goals of SAP Customer Relationship Management

Enterprise Enterprise

Face-toFace-toFace Face

Interactions

Call Call Center Customer Customer Customer

l Convenient Access: n

Internet Internet

Support all main Channels of Customer Interaction

l Synchronized Interaction: n

Consolidate Relationship Knowledge: ‘One Face to the Customer’

l Intelligent Collaboration n  SAP AG 2001

Creating customer value through intelligent, knowledge-based collaboration

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The goal behind Customer Relationship Management is to synchronize and optimize all customer interactions to present One Face to the Customer. Through convenient access, all channels of interactions are supported. Face to face, call center via telephony and E-mail as well as the internet.

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With CRM, a company will be able to better leverage its customer interactions, resulting in improved market performance and increased customer satisfaction.

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CRM is aligned with SAP’s mySAP.com strategy.

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CRM Business Scenarios

Tiered Servicing

Retention management

Internet Sales

Internet Customer Self Service

Field Sales

Customer Development

Field Service Interaction Center

Service center

Business Partner Collaboration

Sales Mgmt. & Support Marketing Analysis

Telesales Product & Brand Mgmt.

Internet Telemarketing Marketing

 SAP AG 2001

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The Interaction Center, one of 16 scenarios in CRM, allows customers, prospects, partners, and employees to interact with Customer Service and Support Centers through multiple channels of communication.

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User Role is the Customer Service Agent

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Channels of Communication Ÿ Telephone Ÿ E-mail Ÿ Face-to-Face

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The Customer Interaction Center is a Technology within the Interaction Center scenario

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Release Strategy: CIC

l The CIC technology was first shipped in R/3 4.5 l In CRM, the technology has been been available since Release 1.2 and has been developed further for use in the Interaction Center, Service Center, Telemarketing and Telesales scenarios

 SAP AG 2001

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CRM Architecture R/3 System

CRM System

Internet Sales

Presentation

publish

KPRO

R/3 Backend Index Server

CRM System

Browser

publish

Plug In In

Middleware

ITS

Web Server

Browser Browser

Flow

IPC

Admin PC

APO

BW Workbench

SAP Applications (Add-On´s)

Client

Mobile Sales/Service

 SAP AG 2001

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Terminology

l Interaction Center l Customer Interaction Center l Contact Center l CTI Layer l CIC Profile l Framework l Component l Workspace l Agent

 SAP AG 2001

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Interaction Center is one of the 16 business scenarios defined within the CRM system. Customer Interaction Center is the underlying technology that is used in this scenario.

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A contact center is any place in a company where customer interaction take place. Most companies have multiple contact centers.

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The CTI layer, which connects to SAP through the SAPphone gateway, is the interface to the telephone switch.

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The CIC profile is the fully customized screen for the call center agent. The CIC profile can be designed specifically to suit their skill set and job. It is based on a framework and component profiles and is linked to the agent in the organizational hierarchy.

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A framework is a structure that allows flexibility within CIC. Components, visible and hidden, are added to a framework to allow maximum productivity of an agent.

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Agents are any users of CIC front office functionality.

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Appendix C lists Telephony Controls and Agent Work Modes

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Appendix E lists the Call Center Glossary

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Customer Interaction Center Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Business partner Name Phone Partner Name Partner

ABC Technology 523-345-2243 554 Main

Call State DNIS

Connected

312-451-1576

Connie Tsang

Translation

800-522-1576

Hardware Service Line

Remind customer of upcoming user conference

Main

The History Display all With Valid from Exp. Date Status

Trans. Trans.

Call Processing

Business Data Customer History Order Period 04/02/2000 05/17/2000

The Activity Partner

The BP search

Inbox

IIA

3800 Candid International Technology

Address

30 Birch Road Chicago 30304 IL US

Date Date

Relation

Has contact person

Partner

26576

Description Description

1195 1195

5/17/2000 CRM 5/17/2000 CRM activity activity

1288 1288

4/21/2000 4/21/2000 CRM CRM activity activity

1266

4.20.2000 CRM activity activity

Connie Tsang Address

20 Elm Road Chicago 30304 IL US

 SAP AG 2001

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This is an example of the Customer Interaction Center within the Center scenario.

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CIC / CTI Architecture

PBX Telephone Switch (Lucent, Siemens,...)

IVR Link

Computer Telephony Integration (CTI) Link (TSAPI, HP CCM, GENESYS,...)

Telephony Server (AMC, Aviso, Genesys,...)

Customer Interaction Center

SAPphone API

SAP CRM

 SAP AG 2001

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CTI Architecture with IVR. IVR is an optional, but widely-used method of interaction with customers.

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Call Flow: Ÿ IVR Script begins interacting with caller Ÿ IVR sends call attached data to telephony server Ÿ Switch routes call to queue / extension Ÿ Switch alerts CTI Link of routed call Ÿ CTI Link alerts telephony server Ÿ SAP Application Server receives incoming call alert Ÿ Agent receives screen-pop with ANI Ÿ Telephone call is transferred to agent Ÿ Telephony server transfers CAD

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This course covers the configuration and use of the Customer Interaction Center. CTI is not included since it is vendor-specific.

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Note: Telephony is only one means of communication with CIC. Incoming E-mail is also supported.

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Functionality

Interactive Intelligent Intelligent Agent Agent Business Transactions Reporting

Analysis

Activity Management Telephony Integration

Contact Persons Business Partners Solutions Database

E-mail Management

 SAP AG 2001

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CRM Business Partners

Concept Concept

Central Central Data Data

Roles

Relationships Relationships

CRM Data Data

 SAP AG 2001

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The Central Business Partner enables a central and uniform administration of business partners regardless of components.

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SAP business partner offers an open infrastructure for the binding of application-specific attributes for business partners. The integration takes place by means of a role where business partner attributes from different applications can be merged.

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CRM business partner can also maintain relationships among business partners.

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Data specific to CRM is also maintained.

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Classic R/3 Business Partner Customer Hierarchy Coworker

Vendor Hierarchy

SD + FI

Patient

MM + FI Customer Borrower

Renter

Accounts receivable

Vendor Creditor

ww Duality Duality Customer-Vendor Customer-Vendor // Accounts Accounts Receivables-Creditor Receivables-Creditor ww Designed Designed for managing companies ww Application Application specific (SD, (SD, MM, MM, FI, FI, TR, TR, IS, IS, ...) ...) ww Preconceived Preconceived business business transactions transactions and and screens screens ww Integration Integration through tables tables (KNA1, (KNA1, LFA1) LFA1)

 SAP AG 2001

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In the R/3-Core-Components, the implementation of specialized business partner figures is in the foreground, i.e. here BP master data are application-specific (SD, MM, FI, TR, etc..)

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This led to the fact that whole series of partner records like customer, supplier, coworkers, users, bank, and Treasury partners were created.

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Master data such as name, address, and bank account were entered several times (e.g. a business partner is both debtor and account payable).

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SAP CRM Business Partner : Concept Patient

Business Partner Structures

Coworker

Borrower Creditor

Renter

Business Partner Vendor Customer

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Accounts Receivables

l l l

neutral persons and organizations Manufacturing independent of application Plant open infrastructure integration through operational concepts

 SAP AG 2001

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The Central Business Partner enables a central and uniform administration of business partners regardless of components. Application-neutral data such as name, address, and bank account is entered once. Organizations and persons are identified independent of application.

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SAP Business Partner offers an open infrastructure for the binding of the application-specific attributes for Business Partners.

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The Business Partner information integration takes place by means of the role concept. All information on one Business Partner that may be required by any application, can be entered against the specific role and stored centrally. When required by the different applications, the information passes from this central location.

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CRM Business Partners: Central Data

l Type l Grouping l Role n

Central Data = Application Independent Data

w w w w

Name Adresses Persons / Organizational Data (control data) Banking Relationships

 SAP AG 2001

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Type: When creating a business partner, the type attribute determines which type of business partner will be created. In CRM 1.2, the following types are delivered: Organization and Person. Depending on the type, different attributes will be maintained in the control data. For example, when creating a business partner of the type Person, first and surname, name at birth, known as, Name affix 1/2, Academic title, Name affix, country for format, salutation, and language are attributes that can be maintained. For the type Organization, attributes such as legal entity, legal form, and date founded can be maintained.

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Grouping determines the number range assignment to business partners.

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Role: The basis for the definition of a role is a business process. A role is a supplement to a BP providing further attributes. (discussed in more detail in next slide)

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The central data of CRM Business Partners concentrates on the basic information of a Business Partner. This data is maintained centrally and is independent of applications and roles. This facilitates the concept of Central Business Partner. The name, address, control data, and banking relationships may be common to all the roles. Hence, it is maintained once in a central location.

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CRM Business Partners: Role

l BP Role corresponds to an operational / managerial relationship in which a BP can operate l Depending on the business process, a Business Partner can take on a specific BP Role n

Process Order

è è

BP Role Customer

Merchandise delivery

è

Merchandise receiver

Example:

l For each Role, several different attributes are applicable l BP Roles consist of building blocks called Data sets

 SAP AG 2001

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A role describes a business-context-specific view for a BP. The following roles are standard: - Prospective customer - Contact person - General - beyond industry specific - Ship-to - Sold-to - Bill-to - Payer - Industry specific such as: IS-u: Contracting party, Installer IS-IS-CD: Contracting party Ÿ A Business Partner can have several roles. For each role different attributes are maintained.

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CRM Business Partners: CRM Data

l Data for each sales area can be maintained n

Sales

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Shipment

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Billing

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Partner functions

l Classification l Business Hours l Partner Function Exempt l Fact Sheet

 SAP AG 2001

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For each of the sales area, data specific to sales, shipment, billing and partner functions can be maintained. The source of the data is also indicated. An overview screen of sales area displays which data has been maintained. (Search for a sales area will display this screen)

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Classification determines the replication of the Business Partner master data from the CRM system into the R/3 system. An account group is assigned to the role of a Business Partner. The classification screen allows you to determine which business partners will be created in R/3 based on customizing. BPs without allocation to an account group are not replicated to the R3 system. Also assigned to the classification is the allocation of numbers (internal / external) With external allocation, the customer records created at the R3 system will have the same number as the BP created in the CRM system.

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Business hours for calling, goods receiving, and visiting hours can be maintained dependent on Business Partner role.

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Partner functions in which a Business Partner can not participate in are defined in the Partner Function Exempt screen.

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Fact sheet: Combined information for a Business Partner with possibilities of different views Ÿ System independent (R/3, CRM, BW) Ÿ Remote Access to R/3- and BW-System Ÿ Data transfer via XML

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Selection of a sales sector : Connects only to R/3 data at sales organization level Ÿ No effect on CRM and BW data

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CRM Business Partners: Relationships

=  SAP AG 2001

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BP relationship can exist between two business partners. The BP relationship category describes the nature of the relationship and characterizes the features the relationship possesses.

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Relationships can have different categories. For example: Ÿ For business partners and contact persons, the relationship can be defined as is contact person of or is department of.

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Different relationship categories (is married to, is supplier of, is customer of, is competitor of) can be defined in the customizing process.

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Each relationship can have particular attributes and directions.

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Relationships can be reversible. For example, business partner A is outlet of business partner B. Then B can not be an outlet of A as well.

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Cardinalities for relationships can be defined.

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Business Partners Overview Business Business Partner Partner

Contact Person Person

l Business Partners are entities who are directly involved in a business relationship n

Sold-to Party

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Ship-to Party

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Bill-to Party

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Payer

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Prospects

n

Competitors

l Contact Persons are people involved in business activities n

contact person

l Contact Persons are associated with Business Partners via relationships

 SAP AG 2001

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For the purpose of the Interaction Center, two Business Partners are important to the processing of interactions. 1. Business Partners summarize all legal entities involved in a business process. Roles define the functions of a business process in which the partner will participate i.e. sold to, ship to. 2. All people involved in market activities are defined as Contact Persons. Contact Persons are an own object (not just part of the business partner object) as defined by the role Contact Person.

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Contact persons are associated to Business Partners via relationships. A Business Partner may have multiple contacts and a Contact Person may be associated with multiple Business Partners.

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Getting Started: Unit Summary

You are now able to: l Describe how the Interaction Center is integrated in SAP’s Customer Relationship Management l Describe on a high level the components and architecture of CRM l Describe the technical structure of CIC l Describe terminology specific to CIC l Describe Business Partners

 SAP AG 2001 1999

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Exercises Unit: Getting Started Topic: Business Partners At the conclusion of these exercises, you will be able to: • Find and display a Business Partner • Create a new Business Partner Display the data for various roles As a member of the project team, you would like to review the existing Business Partners and confirm that various roles can be created.

1-1

Display the Business Partner Hotel Alfonso Del Vida. What roles are maintained for this partner? What relationships exist?

1-2

Create a Business Partner number CR400-## named ABC Company-## with: Role – General Data Partner type – Organization Grouping – External alphanumeric number assignment Maintain the data for the address and control data tabs

1-3

Create a Business Partner CR401-## named John Turner-## with: Role – General Data Partner type – Person Grouping – External number assignment Maintain the data for the address and control data tabs

1-4

Why are the requirements of the control data tab different between the two partners.

1-5

Create a relationship where John Turner-## is a contact person for ABC Company-##

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Solutions Unit: Getting Started Topic: Business Partners

1-1

Display the Business Partner Hotel Alfonso Del Vida. What roles are maintained for this partner? What relationships exist? Master Data→Business Partners→Maintain Business Partner Search for the partner Ho* and select Hotel Alfonso Del Vida Review the data for each tab.

1-2

Create a Business Partner number CR400-## named ABC Company-## with: Master Data→Business Partners→ Business Partner = CR400-## Select Create Organization Role = General Data Enter: Grouping as External alphanumeric number assignment, Enter the name ABC Company -## and the address data (must enter at least the country, postal code, and region). On the central data tab, enter the legal form and entity SAVE

1-3

Create a Business Partner CR401-## named John Turner-## with: Master Data → Business Partners→ Business Partner = CR401-## Select Create Person Role = General Data Enter: Grouping as External alphanumeric number assignment, Enter the name John Turner-## and the address data (must enter at least the country, postal and region) On the control data tab enter the required information SAVE

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1-4

Why are the requirements for the control data tab different between two partners? The information on the Control Tab is controlled via configuration and the defined role. For organizations, it is important to know the legal requirements. For persons, the personal data is maintained. For both, the address data, payment data, and relationships are also maintained.

1-5

Create a relationship where John Turner-## is a contact person for ABC Company##. Master Data竊達usiness Partners Enter CR401-## and change. Click General Data Choose Relationship Category = Is contact person for. Click Create Enter CR400-## in Business Partner field. The usage tab displays. Click the green arrow to continue.

Save.

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Agent Functions

Contents Contents l Work Center and User Settings l Agent Log-in / Log-out l CIC Visible Components

 SAP AG 2001 1999

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Agent Functions: Unit Objectives

At At the the conclusion conclusion of of this this unit, unit, you you will will be be able able to: to: l Establish work center and user settings l Perform the agent steps for logging in, answering a call, executing a transaction l Describe the visible components of the Customer Interaction Center

 SAP AG 2001

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Agent Functions: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

Email EmailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

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Work Center-Specific Settings (Administration)

l Work center ID (for example, 00000000000000000032) is the key under which work center settings are saved locally onto the computer hard disk l The work center type: Work center-dependent, User-dependent, Temporary l Telephone number (8800) is the number of the telephone assigned to the work center. Controls extension(s) to which phone is connected l Telephony server (BOSTON Server) is the name of server that is assigned to the work center l User responsible (EMCCART) is the CRM user to which work center is assigned l Current user (FELLOWSP) is the current CRM user at work center l Host name (TOR00139)

 SAP AG 2001

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Prior to using the Interaction Center, specific settings for the work center and the user must be set.

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A number of settings that enable the agent to use SAPphone telephony functions are made at Customer Relationship Management → Customer Interaction Center → Administration → Agent → Settings

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Work center-specific settings contain the attributes of the computer, telephony server, telephone, and responsible user.

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The Computer Telephony Integration (CTI) component supports multiple extensions.

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The work center type describes how work center settings are found when logging on to R/3: Work center-dependent: The settings are closely linked to the physical work center. Either the work center ID was stored in the registry of the PC or the host name of the PC was saved together with the work center data. Ÿ User-dependent: The settings are closely linked to the responsible users of the work center. If the user logs on to a different work center, his/her settings are also transferred to this work center. Ÿ Temporary: The settings are linked to the user that is currently logged on. Since this information is lost when you log off, the work center settings are also deleted when you log off.

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User-Specific Settings (1) (Administration)

l Display incoming calls Option to display dialog box containing caller data and list of applications that can be called. List contains tasks suitable for incoming calls for which the agent has authorization l Start task immediately (Create service notification) Triggers task immediately in the event of an incoming call l Notification of call if absent Messages containing caller data and a callback function can be displayed in the SAPoffice inbox of the user responsible for the work center

 SAP AG 2001

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Note: The first time that an agent logs on to use the CIC Interaction Center, the agent should also maintain their area code and extension number.

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User-specific settings define how the incoming calls are to be handled. When an agent logs onto a different work center, the system recognizes the current user and applies the appropriate user settings.

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Customer Relationship Management → Customer Interaction Center Administration → Agent → Telephone number

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User-Specific Settings (2) (Administration)

l Address data areas for caller data Option to define address data areas that are searched in Central Address Management for caller data (name, company, address number) on the basis of the caller’s telephone number l Number group for deflect calls Option to specify groups of telephone numbers to which calls can be transferred without being answered first l Call center logon data User ID data that is required so that user can log on to the call center software

 SAP AG 2001

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Address data areas for caller data In the event of an incoming call, address data within Central Address Management is searched for caller data, based on the caller’s telephone number. You can specify both the address data areas and the sequence in which they are to be searched. The data areas are listed in the order in which they will be searched for the correct information, so rank appropriately to tune search times. The data area that returns the highest number of hits should be the first entry because this will reduce search times.

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Agent Login Telephony Edit Goto Incoming calls Agent System Help Login Logout Ready Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Not ready Work/Ready Business partner Call Processing Work/Not ready Call State Name Translation DNISFramework Status Phone

Customer Interaction Center

Partner Name Partner

Main Main

The History Display all With Valid from Exp. Date Status

Business Data Customer History Order Period 04/02/2000 05/17/2000

The Activity

The BP search

Inbox

IIA

Name

Phone Partner E-mail

Trans. Trans.

Date Date

Description Description City Postal code

Region

Country

 SAP AG 2001

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Before taking calls an agent must log in to a queue. This can be as automated or manual as required.

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The most automated method is Automatic login with nothing else selected. This would log in the agent as soon as they executed the CIC transaction without popping any queue logon screens. It would be transparent to the user that a logon had occurred.

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The second most automated method is Automatic Login, Queue Selection Screen, and Queue Automatic Selection. This results in the queue logon screen popping up when the agent executed the CIC transaction, and preselect the queues assigned in Customizing. This gives the agent some control, but prompts for action.

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The least automated method would require an agent to use the menu transaction Agent → Login. This would happen if the Auto Selections were not marked.

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Call queues are defined in the CTI Queue Maintenance screen and are assigned to profiles in Customizing. Possible queues could be Service Inquiries, Customer Complaints, or Sales Line.

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Logging in registers the agent with the telephone switch.

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Visible Slots of the Framework Application toolbar

Extended Business Partner Search

2

Call state view (1 Line)

3

Scripting (2 lines)

4

Action Box Slim (1 Line)

1

Navigation Area Application Area

5

7

Sub screen, tab strip, controls

6

Sub screen, tab strip, fix sub screens, dynamic HTMLs and controls

Quick Keys, Component Container or User-defined

 SAP AG 2001

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The framework has 7 slots with predetermined sizes that are not user modifiable. The main slot (slot 6) is occupied by the application area.

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The framework is the suggested configuration in CRM 2.0C. If you do not need scripting, slot 3 can be left un-configured.

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Slot 1 is reserved for the extended Business Partner Search

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Slot 2 is reserved for the Call Status

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Slot 4 is reserved for the Slim Action Box

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Slot 5 is reserved for the Navigation Area. The components that utilize the navigation area are the transaction history display and the business data display.

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CIC - Visible Components (1)

l Ten visible components can be arranged. The SAP provided components are: Contact Search: Search for appropriate Business Partner Business Data Display: Stores Business Objects Call State View: Provides the status of calls at agent’s telephone extension Reminder Scripting: Displays a script based on system activities Slim Action Box: Initiates transactions and workspaces from a single line display

 SAP AG 2001

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CIC - Visible Components (2)

Action Box: Initiates transactions and workspaces. The display is a default 80 columns with 20 rows Navigation Area: Displays activity history and the business data associated with the interaction Application Area: Operational area of the agent’s current session Quick Keys: Provides pushbuttons that map to telephony functions Component Container: Allows several components to be placed into tab strips within one slot

l Custom components can also be written to fit the specific needs of a business

 SAP AG 2001

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Visible Components - Example Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Business partner Name Phone Partner Name Partner

ABC Technology 523-345-2243 554 Main

Call State DNIS

Connected

312-451-1576

Connie Tsang

Translation

800-522-1576

Hardware Service Line

Remind customer of upcoming user conference

Main

The History Display all With Valid from Exp. Date Status

Trans. Trans.

Call Processing

Business Data Customer History Order Period 04/02/2000 05/17/2000

The Activity Partner

The BP search

Inbox

IIA

3800 Candid International Technology

Address

30 Birch Road Chicago 30304 IL US

Date Date

Relation

Has contact person

Partner

26576

Description Description

1195 1195

5/17/2000 CRM 5/17/2000 CRM activity activity

1288 1288

4/21/2000 4/21/2000 CRM CRM activity activity

1266

4.20.2000 CRM activity activity

Connie Tsang Address

20 Elm Road Chicago 30304 IL US

 SAP AG 2001

n

Two of the visible components displayed in the above example are: Ÿ Slot 2 : Call State: Provides the state of calls at agent’s telephone extension (for example, Alerting, Connected, Conference) Ÿ Slot 6: Application Area: The operational area of the agent’s current sessions. The application area can contain workspaces, HTML screens, and other data.

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Business Partner Search

l Customer data filled automatically if the customer is identified via ANI hit l If there is no ANI hit, a manual search may be performed.

Name

Candid*

Phone Partner E-mail City Postal Code

Region

Country

 SAP AG 2001

n

There are two components that may be utilized to find business partners.

n

The application area contains a tab for searching for and displaying detailed data for a contact (caller). This component CSEARCH_DISP can also be utilized to create a new business partner.

n

The Extended Business Partner Search in slot one can also be utilized.

n

CIC can determine details from automatic number identification (ANI) and display them automatically when the phone call arrives.

n

If the agent is processing an E-mail transaction, the Business Partner automatically fillsbased on the sender address of the E-mail.

n

IVR data can also be used to identify a Business Partner.

n

Or, the agent can search for details manually if there is no automatic identification.

n

Agents can create new business partners with the Create function.

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Business Partner Search Results

Partner

3800

⇐ Create New Customer

Candid International Technology Address

30 Birch Road

⇐ Confirm Customer for interaction

Chicago 30304 IL US Relation

Has contact person

Partner

26576

⇐ Delete Customer from interaction

⇐ Create contact person

Connie Tsang Address

20 Elm Road Chicago 30304 IL US

 SAP AG 2001

n

After a customer has been tentatively identified, the agent may: Ÿ Create or choose a contact person Ÿ Create a new business partner Ÿ Delete current business partner and begin new search Ÿ Confirm and display the selected business partner. In the Business Partner Display, the agent will indicate the main business partner for the display of historical transactions.

© SAP AG

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Confirming Business Partner Business Partner Name Phone Partner Name Partner

ABC Technology 532-322-1234 554 Connie Tsang 1234

⇐ Create New Customer

MAIN

⇐ Delete Customer from interaction MAIN

⇐ Confirm Customer for interaction ⇐ Create contact person

Activities

BD Display

Navigation Area

l All activities for the business partner and relations are read and listed Sub screen, tab strip, is populated controls

l Business Data the Business Partner and relations

with

 SAP AG 2001

n

When the agent has confirmed which business partner is connected to this interaction and selects the main Business Partner, the agent presses the green check mark to confirm the business partner. This fills two visible components on the screen--the Business Partner Display and the Navigation Area. This allows the agent to see past associated activities and other information regarding the Business Partner.

n

The Activity Display of the Navigation area shows all activities associated with this Business Partner.

n

The Business Data Display has background information that is used for processing additional transactions: Ÿ The Business Data Display component can collect all Business Objects (for example, BUS2080 = Service notification) that are touched, changed or created during a call. Ÿ In Action Box Customizing, you determine which business objects should be populated in the Business Data Display. Ÿ You can display information that is collected prior to the call reaching the agent, including data collected or inferred from the telephone number or gathered via the IVR (Interactive Voice Response). This data is collectively referred to as Call Attached Data.

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Business Data Display Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Business partner

Call Processing Call State DNIS

26576 Connie Tsang 20 Elm Road Chicago, IL 30306

History Objects

Connected 312-451-1576 800-522-1576

Connie Tsang

Translation

Hardware Service Line

Remind customer of upcoming user conference

Business Data Descriptions

Short Text Tsang / Chicago Connie 03800 Candid 06/06/00International Hardware Problems 26576 Connie Tsang 05/05/00 Support Registration 19942 Service Request

Business Activity BP search BPartner

3800

Main BP

Candid International Technology Address

30 Birch Road Chicago 30304 IL US

Rel. Cat.

Has contact person

BPartner

26576

BD Display

Navigation Area

Connie Tsang Address

20 Elm Road Chicago 30304 IL US

 SAP AG 2001

n

You can display and change the objects in the Business Data Display directly from the list if the business object has an associated display and change method.

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Script Display

Remind caller that this week all orders are discounted by 10%

l Supports reminder scripting l Variables can be used in scripts (fixed values, certain system fields, call attached data, or a customer function value)

 SAP AG 2001

n

There are two types of scripting available with CIC: Reminder and Interactive

n

For reminder scripting, you customize what events and activities should call scripts.

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Action Box

Service

Knowledge

Sales

CRSR CRSR Create Create Service Service Request Request CSOR CSOR Check Check Service Service Order Order DSPO DSPO Display Display Spare Spare Part Part Order Order MAPS MAPS Directions Directions to nearest repair depot (Internet)

l Transaction groups (buttons) and transactions are fully customizable l Transactions from the Action Box are displayed in: n

Application area as a new tabstrip

n

Full screen for Business Object Repository (BOR) method transactions

 SAP AG 2001

n

The Slim Action Box component can be customized to enable customer-specific fast entry screens. Transactions (calls) are arranged by group (tabstrip). The agent can then access any CRM, R/3 or customer transaction from this single interface.

n

Up to eight tab strips (Groups) are allowed.

n

You define in Customizing the type of call (Method, Workflow, HTML, or Workspace) that is processed from the Action Box.

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Application Area Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Business partner Name Phone Partner Name Partner

Call Processing Call State DNIS

ABC Technology 523-345-2243 554 Main

Connected

312-451-1576

Connie Tsang

Translation

800-522-1576

Main

The History Display all With Valid from Exp. Date Status

Business Data Customer History Order Period 04/02/2000 05/17/2000

The BP search

The Activity

Description Description

IIA

Comments Hardware Question

Cat Incoming Phone call Category Telephone

Date

Time10:34:00

5/5/2000 5/5/2000 Overview

Date Date

Inbox

Application Area

Partner

Texts

Completion Overview 0

Trans. Trans.

Hardware Service Line

Remind customer of upcoming user conference

Status

InProgress Medium Shipment Damage

1195 1195

5/17/2000 CRM 5/17/2000 CRM activity activity

Priority

1288 1288

4/21/2000 4/21/2000 CRM CRM activity activity

Reason

1266

4.20.2000 CRM activity activity

10:34:00 Date

PlanDate

Organization

Address Address Text Internal Note

English

Reason Goal Ext. Nr

 SAP AG 2001

n

Different components appear on different tabs of the application area. A single tab is called a workspace. Multiple workspaces can be displayed at one time.

n

Display workspaces such as

n

Ÿ Business Partner Search

Sales summary

Ÿ Workflow E-mail

Outgoing E-mail

Ÿ Workflow inbox

Business transaction maintenance and display

Ÿ HTML Pages

Interactive Intelligent Agent (IIA)

Can pass information Ÿ To Workspace from Business Data Display (e.g. customer, material number) Ÿ Between Workspaces Ÿ From Workspace to Business Data Display (e.g. order number, survey answers)

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Quick Keys

End Call IW

Inwait

Answer

Retrieve

Hold Toggle

Deflect

Canc Inwait Consult

Refresh

Hold

Transfer

B Transfer

l Provide fast access to the most often used telephony functions l Reduce mouse movement or menu surfing by agent l Replace the need for a telephone handset l Freely customizable in screen position and content l If required, usually positioned at the bottom of the CIC screen  SAP AG 2001

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Component Container

Placeholder for a maximum of 5 visible components

Call State

Search/Display

Grp

State

Party

1

Connected

(408) 334-8710

DNIS

800-555-2500

Business Data

Name Charlie Johnson

Translation

Warranty - Eastern Region

 SAP AG 2001

n

The Component Container is a placeholder that can itself hold a maximum of five (5) components. Each component within the container is displayed on a separate tabstrip. By using the Component Container, the agent can use fewer framework slots to display the functions he or she requires, reducing the amount of scrolling that has to be done within the Customer Interaction Center screen.

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Call State View

Status of active call at telephone extension:

ANI Lookup from Central Address Management

Alerting, Connected, Conference, On hold... Call Processing Call State Connected DNIS

312-451-1576

800-522-1576

Connie Tsang

Translation Hardware Service Line

Translation of call reason (DNIS table)

 SAP AG 2001

n

The Call State View component displays the current state of the active call.

n

The telephone number passed from the telephone switch for the incoming call can be looked up in Central Address Management or other table as determined in Customizing. (ANI Lookup)

n

The DNIS field (Dialed Number Identification Service) and the DNIS translation are optional in the Call State Component. This can be changed in the customizing of the CTI Profile.

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Telephony Toolbar (Hidden Component) Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Business partner

Call Processing Call State DNIS

26576 Connie Tsang 20 Elm Road Chicago, IL 30306

Activities Objects

Connected 312-451-1576 800-522-1576

Connie Tsang

Translation

Hardware Service Line

Remind customer of upcoming user conference

BD Display Descriptions

Business Activity BP search BPartner

Main BP

Candid International Technology

Connie Tsang / Chicago 06/06/00 Hardware Problems

3800

Address

30 Birch Road

05/05/00 Support Registration

Chicago 30304 IL US Rel. Cat.

Has contact person

BPartner

26576 Connie Tsang

Address

20 Elm Road Chicago 30304 IL US

 SAP AG 2001

© SAP AG

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Customer Interaction Center Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Business partner Name Phone Partner Name Partner

ABC Technology 523-345-2243 554 Main

Call State DNIS

Connected

312-451-1576

Connie Tsang

Translation

800-522-1576

Hardware Service Line

Remind customer of upcoming user conference

Main

The History Display all With Valid from Exp. Date Status

Trans. Trans.

Call Processing

Business Data Customer History Order Period 04/02/2000 05/17/2000

The Activity Partner

The BP search

Inbox

IIA

3800 Candid International Technology

Address

30 Birch Road Chicago 30304 IL US

Date Date

Relation

Has contact person

Partner

26576

Description Description

1195 1195

5/17/2000 CRM 5/17/2000 CRM activity activity

1288 1288

4/21/2000 4/21/2000 CRM CRM activity activity

1266

4.20.2000 CRM activity activity

Connie Tsang Address

20 Elm Road Chicago 30304 IL US

 SAP AG 2001

n

Telephony functions generally found on a Call Center telephone are shown as buttons. As these functions communicate with the switch, the agent may operate with only a headset. Ÿ Inwait: After logging in to a CIC queue, the agent clicks on the Inwait pushbutton to show availability for incoming call. As soon as the agent does this, the session is in wait or hourglass mode. The agent can continue working in a second session. Ÿ Answer: Answer current call Ÿ Hold: Puts the connection with the caller on hold Ÿ Retrieve: Retrieves a party that was on hold Ÿ Reconnect: Drops the party you are consulting with, reconnects the waiting call Ÿ Alternate: Toggles between the calls instead of using the Hold / Retrieve button Ÿ End Call: Ends the call but does not refresh the screen Ÿ End Contact: Ends the call and refreshes the screen Ÿ Deflect: Sends call to another extension or queue without answering Ÿ Conference Call: Initiates a outbound call without ending the current call Ÿ Warm/Cold transfer: Transfers call directly or indirectly to another agent Ÿ Consult: Consult someone else while the current caller is put on hold Ÿ Refresh: Refreshes the Call State window manually

n

Note: The Telephony Toolbar is considered a hidden component since it does not occupy one of the slots in the CIC framework.

© SAP AG

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Agent Functions: Unit Summary

You You are now able to: l

Maintain work center and user settings

l

Understand the functions of Agent Login / Logout

l

Describe the visible components of the Customer Interaction Center

 SAP AG 2001 1999

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Exercises Unit: Agent Functions Topic: Using the CIC At the conclusion of these exercises, you will be able to: • Set Agent and User settings • Initiate the Interaction Center • Find a Business Partner and display the Customer As an agent you must establish work center settings and log on to the telephony system. You must also be familiar with all the functionality of the Service Interaction Center

1-1

Enter the settings for your work center. Use extension 99## and the Null Server.

1-2

Start the Interaction Center and find the business partner Hotel Alfonso Del Vida. Select a Contact Person and display the Customer History.

1-3

Explain briefly the visible components that are part of this framework.

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Solutions Unit: Agent Functions Topic: Using the CIC

1-1

Enter the settings for your work center. Use extension 99## and the Null Server. Customer Interaction Center →Administration→Agent →Settings Choose Work Center. Enter:

Telephone number as 99xx Flag for ACD functions Server as NO User responsible as your user ID Save

Choose User settings. Enter:

Display Inbound Call Data area as ADDR Save

1-2

Start the Interaction Center and find the Business Partner Hotel Alfonso Del Vida. Select a Contact Person and display the Customer History. Customer Interaction Center → Customer Interaction Center In the SAPphone test environment window, select DO NOT DISPLAY THIS QUERY AGAIN. Enter:

HOTEL* in the Partner field and activate the find.

Choose the relationship Has contact person and choose one of the displayed contact business partners. Mark the company as the main business partner, and confirm (green arrow). The Customer History displays and the Business Partner information moves to the business data display. 1-3

Explain briefly the visible components that are part of this framework. Refer to page 3-9 for details on the components in each slot.

© SAP AG

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Creating a CIC Profile

Contents: Contents: l Reason for Framework Architecture l Components of a CIC Profile l Creating a Framework l Assigning Component Types to a Framework l Assigning Framework and Component Profiles to a CIC Profile l Assigning Function Keys to a CIC Profile l Link CIC Profile to HR Organizational Unit

 SAP AG 2001 1999

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Creating a CIC Profile: Unit Objectives

At the conclusion conclusion of of this this unit, unit, you you will will be be able able to: to: l Understand the objects of a profile l Create a profile

 SAP AG 2001

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Creating a CIC Profile: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

Email EmailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

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Business Reasons for Framework

l Customer interaction is business-specific n

Customer service business processes vary widely from industry to industry

n

Each type of business requires different information to allow the customer service agent to serve the customer in the best way

l Agent needs within the same company may vary l Framework provides flexibility for change

 SAP AG 2001

n

The framework architecture provides the flexibility required to fulfill different business processes through the use of either SAP provided or custom components.

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Technical Reasons for Framework

l Presentation of the customer interaction center is customizable l One component presents many services to the customer, yet can still be extended to allow custom developed services that could interact with, or replace, the standard components

 SAP AG 2001

n

Separated into components, the presentation allows customer to choose and position components on the screen. This allows customers to develop their own visual presentation components, if required.

n

By separating functions of system into visible (presentation) and hidden (service) components and using an event mechanism, the framework allows components to interact without recompilation.

n

Visible or hidden components can subscribe to, or raise events. An event indicates a component may want to do some type of processing. All components that want to do processing when an event occurs subscribe to the event and identify the function module to be executed. When the event is raised, all subscribed function modules execute.

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Components of a CIC Profile Possible Component Types Scripting Action Box xxx

Action_Sales_Exp

Frameworks

AR_Scripts

Component Component Profiles Profiles Action_SM_Novice SD Script Log_Minimum

CIC Profile - Linked to HR Org

Framework + Component Customizations

 SAP AG 2001

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Visible Slots of the Framework Application toolbar

2

Call state view (1 Line)

3

Scripting (2 lines)

4

Action Box Slim (1 Line)

Business Partner Search

1

Navigation Area Application Area

5

7

Sub screen, tab strip, controls

6

Sub screen, tab strip, fix sub screens, dynamic HTMLs and controls

Quick Keys, Component Container or User-defined

 SAP AG 2001

n

The framework has 7 slots with predetermined sizes that are not user modifiable.

n

This is the suggested configuration in CRM 2.0C.

n

In CRM, more components are fixed than in R/3 CIC. Users have less control over what components should be on the screen and the order in which the components should appear. However, some components are still customizable.

n

The Extended BP Search and Display is fixed in position1. The Navigation Area is fixed in position 5 and contains default components Activities and Business Data Display. The Application Area is fixed in position 6 and contains default component BP Search and Activities. (It can be customized to include other default workspaces as well such as Inbox, IIA etc.) The Call State component is generally placed in position 2 using variant 2. (which only displays one line instead of the normal 3) The Slim Action Box is the only component that can fit in position 4. Scripting or Quick Keys could be placed in position 7.

n

Two types of components must be assigned to the framework—visible components populate positions on the screen. Hidden components run in the background and provide supporting functionality. Some components, whether hidden or visible, must have one or more component profiles assigned to them.

© SAP AG

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Customizing CIC (1)

Title Bar

1. Create a framework

 SAP AG 2001

n

The following slides follow the order of the Implementation Guide section for CIC.

n

SAP Reference IMG Ÿ Customer Relationship Management→Customer Interaction Center (CIC)→Definition of Front Office Framework

n

A framework serves as a placeholder for the screen layout. When you create a new framework, you say that none of the existing frameworks have the right components assigned in the order you need. The framework customizing step also sets the screen title and controls whether the framework is active or not.

n

Frameworks can be reused since they determine only the position of the visible components on the screen and which hidden components are assigned. The same framework could result in different looking screens, only the component types would be in the same position.

n

With ABAP knowledge, a customer could create their own title (the main screen would say e.g. Company XYZ Interaction Center) by creating a GUI title in the function group CIC0.

n

It will be mandatory to specify a screen number when creating or maintaining a CIC framework ID. Currently, only one screen is delivered by SAP - L shape with 7 slots.

© SAP AG

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Customizing CIC (2)

Title Bar

Slot 1: Business Partner Display

1. Create a framework 2. Assign Visible Components Types to slots

Slot 2: Call State Slot 3: Scripting Slot 4: Action Box Slot 5: Navigation Area Slot 6: Application Area Slot 7: Quick Keys

 SAP AG 2001

n

Identify which visible components you want in the framework and which slot you wish them to appear in.

n

Components that are provided by SAP: Ÿ Action Box: (ACTION_BOX) Calls transactions Ÿ Action Box: (ABOX_SLIM) Calls transactions Ÿ Business Data Display: (BD_DISPLAY) Stores business objects and data Ÿ Call State View: (CALL_STATE) Shows status of calls at agent’s telephone extension Ÿ Component Container: (CCONT) Tab strip that holds other visible components Ÿ Contact Search and Display: (CSEARCH_DISP Contact search and display functionality Ÿ Quick Keys: (QUICK_KEYS) Provides pushbuttons that map to telephony functions Ÿ Script Display: (SCRIPT_DISP) Displays reminder scripting Ÿ Application Area: (APPL_AREA) Provides a display area for HTML calls Ÿ Main activity area: ( ACTIVITYMAIN) Displays activities Ÿ Navigation Area: (NAV_AREA)

n

If applicable, enter a variant for the selected component.

n

You may include a blank line on top of or below any component.

© SAP AG

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Hidden Components

l Perform back-office type functions n

No visible presentation

n

Generally provide a service to the framework

n

Example 1: Activity Logging

w

n

All components raise the event NEW_ACTIVITY when they perform a loggable action. The logging component subscribes to the event and then writes a log detail record to its tables

Example 2: CTI

w

CTI component subscribes to certain CTI OK-codes such as Hold and then uses the Extended SAPphone API to perform the requested CTI action

 SAP AG 2001

Š SAP AG

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Customizing CIC (3)

Title Bar

Slot 1: Business Partner Display Slot 2: Call State

1. Create a framework 2. Assign Visible Components Types to slots 3. Assign Hidden Components to framework

Slot 3: Scripting Slot 4: Action Box Slot 5: Navigation Area Slot 6: Application Area Slot 7: Quick Keys

Telephony Functionality Functionality Hidden Custom Component Q  SAP AG 2001

n

Hidden Components allow background processing. The order or quantity of hidden components is not important. There is no limit to the number of hidden components allowed.

n

SAP provides the following hidden components: Ÿ Call Center Policy: (CALLCTR) This defines several rules for the framework session and the agent Ÿ Toolbar: (CIC_TOOLBAR) Although visible on the screen, the toolbar does not occupy one of the slots and is still considered hidden Ÿ CTI: (CTI) Provides all of the background telephony functionality Ÿ Scripting Engine: (HIDDEN SCRPT) Provides the engine to look up variables such as customer name or time of day. Ÿ Logging: (HLOG) Logs the agent activities Ÿ Hidden Action Box: (HIDDEN_ABOX) A Hidden Action Box component is required in all Frameworks with a Visible Action Box Ÿ Custom components can be written.

© SAP AG

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Customizing CIC (4)

e l i f o r P CIC Title Bar

Slot 1: Business Partner Display

customer_address

Slot 2: Call State Slot 3: Scripting

Slot 4: Action Box

script_new Sales

Salescustomers

Slot 5: Navigation Area Slot 6: Application Area Slot 7: Quick Keys

1. Create a framework 2. Assign Visible Components Types to slots 3. Assign Hidden Components to framework 4. Assign Framework and Component Profiles in the CIC Profile

All

Hidden Script Telephony Functionality

CTI_All

Hidden Custom Component Q

Q_Get

 SAP AG 2001

n

The CIC profile combines the framework with the customized components’ link to the agent in the Organizational Model

n

For example, in the framework, it was specified that an Action Box should appear in Slot 4. In this step, you specify which Action Box profile you wish to use.

n

Profiles for all of the components you included in the Component Container must also be listed.

n

Please see Appendix for a listing of components that require configuration profiles.

© SAP AG

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Customizing CIC (5)

e l i f o r P CIC Title Bar

Slot 1: Business Partner Display

customer_address 1

Slot 2: Call State Slot 3: Scripting

Slot 4: Action Box

script_new

2

3

4

Sales

Slot 5: Navigation Area

Salescustomers

Slot 6: Application Area Slot 7: Quick Keys

5. Assign the CIC Profile to an Organizational level in HR-OM

All

Hidden Script Telephony Functionality

CTI_All

Hidden Custom Component Q

Q_Get

 SAP AG 2001

n

The final step in the Profile configuration and assignment, is to assign the CIC profile to an organizational level, either an organizational unit or a position, within the HR-OM module.

n

An agents CIC screen is created when the system searches the HR files to find the logged on user and determines the CIC profile attached to that user. The system uses a bottom-up approach by searching at the lowest level for the user, and once it finds the user, looks at that level for a CIC Profile. If the system cannot find a CIC profile at the user level, it looks at the organizational level that the user is attached to. If the system cannot find a CIC Profile at the organizational level, it looks at the next higher level.

n

If it does not find a CIC profile, the default profile 0000001 is used.

n

A limitation in the system keeps the user from being NO more that 3 levels down in the organizational structure.

Š SAP AG

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CIC Organizational Structure (Administration)

Telesales Organization

Organizational unit

Sales Agent 1 Sarah Hodder Sales Agent 2

Position

Peter Fellows Erin McCart

User

Patricia Needham Rose Loo

Sales Agent 3 John Wilkens Peter Nichols Betsy Groh

 SAP AG 2001

n

The organizational structure represents the organization of your company in the form of a hierarchy using organizational units, jobs, and positions. You can assign user names or personnel numbers to the appropriate positions. A user may belong to multiple positions in different organizations. For example, an agent may belong to both the sales and service organizations.

n

To assign a user name to an existing organizational structure in HR, choose Administration → CIC structure → Organizational structure → Change from the initial Customer Interaction Center screen. Enter the CIC organizational unit and choose the Change icon. Choose the top level containing the name of the organizational unit to expand the hierarchy structure.

n

To create a new Position in the hierarchy, position cursor on the line containing the name of the organizational unit and choose the Create positions icon. A job abbreviation can be selected from the F4 list. Choose Save.

n

To assign a User in the hierarchy, position cursor on a line containing the name of the position and choose the Assign holder icon. Enter the user’s SAP user ID and choose Save.

n

Maintaining HR Org structure: After choosing transaction PPOM, choose Settings → Maintenance interface.

© SAP AG

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Assigning a CIC Profile to a User ID (1)

CIC Profile

Telesales Organization

CIC Profile for A CIC Profile

Sales Agent 1 Sarah Hodder Sales Agent 2

CIC Profile for Sales Agent

Peter Fellows Erin McCart Patricia Needham

1. Click on required organizational level 2. Choose Goto → Detail Object → Enhanced Object Description

 SAP AG 2001

n

The CIC Profile stores the Customizing and Screen layout for an agent. The Profile is connected to the agent as an HR infotype. An infotype allows you to describe and define different attributes or characteristics for objects.

n

A CIC profile must be assigned either at the Organizational unit level (all agents within the organizational unit use the same CIC profile), or at Position level (agents assigned to the same position use the same CIC profile) or at Job level (agents assigned to the same job use the same CIC profile for each agent working in the Customer Interaction Center).

n

To assign a CIC profile (Infotype 1260) for an agent or organization, proceed as follows: 1. Choose the organization level that you require (either Organizational unit or Position). 2. Choose Goto → Detail Object → Enhanced Object Description.

© SAP AG

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Assigning a CIC Profile to a User ID (2)

Maintain Plan Data: Choose Infotypes Object Edit Goto Utilities Settings System Help

3. Select infotype CIC Profile

0 Plan version Object type

01 S

Object ID Object abbr.

50012948 Agent 1

Active

Current plan Position Agent 1

Planned Submitted

Approved

Rejected

Time period

Infotype name Object Description CIC Profile

4. Choose Create or Change icon 5. Use F4 to display list of available CIC profiles 6. Select required CIC profile and choose Copy icon

!

 SAP AG 2001

3. Scroll down in the list of infotypes and select CIC Profile (Infotype 1260). 4. Choose the Create or Change infotype icon. 5. In the next screen, use F4 for the field CIC profile ID to display a list of available CIC profiles. 6. Choose the required CIC profile and choose Enter / Save

© SAP AG

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CIC Profile Inheritance

CIC Profile: ALL Framework: S4 1. Script: Normal 2. Action Box: Sales 3. Search: Customer ...

Telesales Organization Sales Agents Sarah Hodder New Agents Peter Fellows

CIC Profile: New Framework: S4 1. Script: Beginner

Erin McCart Patricia Needham

New Agent user starts CIC:

Framework: S4 1. Script: Beginner 2. Action Box: Sales 3. Search: Customer

 SAP AG 2001

n

If a lower level CIC Profile does not contain all of the component profiles listed in the framework, the system will search higher in the organizational structure for another CIC Profile with the same Framework to obtain the additional profiles.

n

This search is useful to provide special components for new employees. It is also useful to provide defaults should customizing be missing.

n

From the CIC Front Office Screen, you can view the configuration chosen by choosing Agent → Framework Status.

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Creating a CIC Profile: Unit Summary

You You are are now able to: l Identify the components of a CIC Profile l Set up a CIC Profile from SAP-provided

components l Assign the CIC profile to an organizational

element

 SAP AG 2001 1999

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Exercises Unit: Creating a CIC Profile Topic: Creating and Linking a CIC Profile At the conclusion of these exercises, you will be able to: • Create a telephony enabled CIC profile • Link the profile to your user (in a following section) Customize the profile settings (in a following section) As a member of the project team, you would like to review the components of the existing profile Telephony and then create a new profile based on the Telephony framework. In additional exercises, you will configure the various components within your new framework and profile and assign the configuration to your user ID. 1-1

Display the Visible and Hidden components of the Telephony framework. Make a note of them below: VISIBLE Slot 1 Slot 2 Slot 3 Slot 4 Slot 5 Slot 6 Briefly note the purpose of each component. HIDDEN 1. 2. 3. 5. 6. 8. Briefly note the purpose of each component.

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© SAP AG

Describe the functionality of the Visible and Hidden components. Why is it necessary to include HIDDEN SCRPT? CR400

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1-3

Create a new CIC Profile called ZPROF## based on the default profile with the Telephony framework. For the components, choose from the F4 list of available options. Display the assigned components.

Name of CIC Profile ____________________________________

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Exercises Unit: Creating a CIC Profile Topic: Creating a Position Within an Organizational Structure and Linking a CIC Profile At the conclusion of this exercise, you will be able to: • Create a new position within an organizational structure • Assign your user ID to the position • Link your CIC profile from the previous exercise to the position • Add a new script to the profile • Test your CIC profile and script in the Front Office A new position has been created within your organization to perform specific tasks. Certain agents are responsible for these tasks. As the manager of the division, you must create the position and the CIC profile that allows the performance of these tasks.

2-1

Change organizational structure IDES Incorporated. Create a new position named POSITION##. Assign your user ID to the new position. Create an infotype for CIC profile for your position and assign the CIC profile created in the last unit (ZPROF##).

2-2

Verify the assignment of the profile to your agent.

2-3

Test your CIC profile through the Front Office. If it is not successful, return to Organizational Management to correct the errors

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Solutions Unit: Creating a CIC Profile Topic: Creating and Linking a CIC Profile

1-1

Display the Visible and Hidden components of the Telephony framework. IMG →Customer Relationship Management → Customer Interaction Center (CIC) → Definition of Front Office Framework → Maintain Framework and parameters

1-2

Describe the functionality of the Visible and Hidden components. Why is it necessary to include Hidden Script? Visible components are presented within the framework and perform the functions of the system upon initiation by the agent. For example, display a customer overview, display scripting, telephony functions - answer, hang up etc. Hidden components allow background processing to occur without initiation by the agent. For example, logging of telephone activities, callback processing. In order for the visible component SCRIPT_DISP to work, the hidden component is also required. The hidden component is responsible for fetching the values of any variables contained in the scripts that are being displayed.

1-3

Create a new CIC Profile called ZPROF## based on the default profile with the Framework TELEPHONY. For the components, choose from the F4 list of available options. IMG → Customer Interaction Center → Customer Interaction Center → Maintain CIC Profile Select the profile default IDES_01 based on the Telephony framework. Copy and enter the new name and a description. Display the assigned components.

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Solutions Unit: CIC Profile Topic: Creating a Position Within an Organizational Structure and Linking a CIC Profile At the conclusion of this exercise, you will be able to: • Create a new position within an organizational structure • Assign your user ID to the position • Link your CIC profile from the previous exercise to the position • Add a new script to the profile • Test your CIC profile and script in the Front Office A new position has been created within your organization to perform specific tasks. Certain agents are responsible for these tasks. As the manager of the division, you must create the position and the CIC profile that will allow the performance of these tasks.

2-1

Change organizational structure IDES Incorporated. Create a new position named POSITION##. Assign your user ID to the new position. Create an infotype for CIC profile for your position and assign the CIC profile created in the last unit (ZPROF##). Customer Interaction Center →Administration → CIC structure → Change Organizational Structure Choose Ides Incorporated. Choose Create. Choose Incorporates position. Enter POSITION## in the Position field and add a description. Save the position (a warning message regarding the job will be displayed). Assign your user ID Choose position POSITION## and choose Assign - holder as user Enter your user name and save. Create an Infotype for CIC Profile for your position.

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Choose your position. Goto → Detail Object → Enhanced Object description Scroll down the Infotype name table until CIC Profile is displayed Choose CIC Profile and then choose Create. Enter the name of the CIC profile created (ZPROF##). 2-2

Verify the assignment of the profile to your agent. Customer Interaction Center → Administration → CIC Structure → Verify and Maintain CIC Profile to Agent Assignment

2-3

Test your CIC profile through the Front Office. If it is not successful, return to Organizational Management to correct the errors. Activate the Customer Interaction Center to verify the profile assignment.

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Configuring Components

Contents: Contents: l Why Configure a CIC Component l Configuration for SAP Visible Components l Configuration of the Navigation Area l Configuration for SAP Hidden Components l Component Container Functionality

 SAP AG 2001 1999

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Configuring Components: Unit Objectives

At the conclusion of this unit, you will be able to: l Customize visible and hidden components l Understand profile attributes

 SAP AG 2001

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Configuring Components: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

E-mail E-mailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

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Configuring Components: Business Scenario

l The functionality of CIC is determined by the configuration of various components. l As the implementation consultant, you are required to configure both the visible and hidden components to provide functionality specific to the user’s needs.

inc.  SAP AG 2001 1999

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Why Configure a CIC Component?

l Component features specify the parameters of a component n

What transactions should be in an Action Box

n

Which transactions should be logged

n

What should display in the navigation area

 SAP AG 2001

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In the next slides we will go through the Implementation Guide section Component Configuration.

n

In each component, you can either note an existing component profile that fits your need OR create your own.

n

In Component Profile Customization, you can either use an SAP provided profile or customize a new profile for the component.

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Configuration of SAP Visible Components

l Configure Call State l Configure Quick Key Profile l Configure Scripting Profile l Define Contact Search and Display Profiles l Configure Navigation Area

 SAP AG 2001

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Call State - Slim Variant

l Slim View of the Call State n

IC includes variant options showing 1-3 active calls and DNIS

w w n

Pull-down box shows other calls on the line DNIS can be suppressed in customizing

Functionality does not change - only cosmetic

l Benefit: Occupies less space on the screen

 SAP AG 2001

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Change is made when assigning the visible component Call State to the framework (or to the component container).

n

Choose which variant you require: Ÿ Variant 0000 - 3 lines Ÿ Variant 0001 - 2 lines Ÿ Variant 0002 - 1 line Ÿ Variant 0003 - Narrow 1 line

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Configure Quick Key Profile

l Quick Keys provide fast access to function keys needed most often in agent’s daily operations l Configure a profile for each variation of functions and positions needed l Names of telephony functions. For example, End Call IW can be changed, but is client-independent

End Call IW

Inwait

Answer

Retrieve

Hold Toggle

Deflect

Canc Inwait Consult

Refresh Transfer

Hold B Transfer

 SAP AG 2001

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Quick Keys allow an agent to perform telephony functions using buttons instead of menu paths. Some of the telephony functions also appear in the GUI toolbar. The toolbar can not be customized without GUI expertise.

n

Configuration allows you to build 2 rows with 6 columns. R1C1 specifies Row 1, Column 1.

n

Telephony-related components (such as Quick Keys) will not display if telephones are not connected.

n

The names of telephony functions are controllable under the IMG section Customer-Specific System Modifications for CIC.

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Configure Reminder Scripting Profile

l Scripting profile determines which activities CAN have a script l Create a profile and assign activities to the profile Agent Login Agent Logout Background Inwait Call Held Conference Call Contact Search Started Asynch. Transaction Contact Oked

SD Script_Beg

AR Script_Exp

 SAP AG 2001

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IC supports two types of scripting, reminder scripting and interactive scripting.

n

A (reminder) scripting profile lists what CIC events you wish to have scripts for. Events including logging into Front Office, answering a call, or putting a call on hold. The scripting profile is attached to a CIC profile.

n

Interactive scripting from a Workspace is discussed in detail in the Telesales course.

n

The CIC activities are predefined and cannot be modified. A list is available through the F4 possible choices listing.

n

The actual script (SAPscript ID) is assigned in the CIC Front Office menu since scripts change frequently. Administration → Scripting → Assign text

n

If any scripting profile is assigned to a CIC profile, at least one script must be created in Administration or an error will appear when executing the Front Office transaction.

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Maintaining Scripts (Administration)

“Service Unlimited, my name is [NAME]. How may I help you today?”

Variable

Value source

Meaning

NAME

System field SY-UNAME

Agent’s name

“All orders placed this week are discounted by [PERCENT]%”

PERCENT Fixed value

Percentage value

ADDRESS Function module

Customer address

“Is your address still [ADDRESS]?”

 SAP AG 2001

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You can create standard texts that are displayed in the Scripting component in the Standard Text: Request screen which is accessed by choosing Administration → Scripting → Maintain scripts.

n

Scripting can be triggered when particular predefined telephony events (for example, Answer call, Contact identified, Retrieve from hold) take place during the call to the Customer Interaction Center.

n

Validity dates on scripts allow scripts to be entered ahead of their desired start date.

n

Variables can also be defined and used in the scripts. Ÿ Allowed System Fields listed in help. (Time, Date, User Name) Ÿ Fixed Values Ÿ Values from the Info Object File (Call Attached Data) Ÿ Display Attribute - Which attribute from info object is displayed Ÿ Function Module Results

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Appending Scripts

l Append Script allows a script to be added to the displayed script Agent Login Script: Remind customers of outage next week.

Remind customers of outage next week.

Append: Incoming Call Script: Thank you for calling. How may I help you? Append: X

Thank you for calling. How may I help you?

Transaction Return Script: Give caller document number. Is there anything else I can help with? Append:  SAP AG 2001

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Define Contact Search and Display Profiles

l Specifies what can be searched, for example, customers, vendors, contracts, serial numbers

Contact Search Profile Name - Function Module Search type(s) - Search Help Name and Format

Mapping Attributes - Map the Screen Fields to the Search Help

 SAP AG 2001

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The Business Partner Search component consists of two parts: The one located in the top left corner of CIC contains a set of a few search criteria input fields and a set of buttons to enable search of a Business Partner and selection of another Business Partner related to the first. The second part, implemented in a tab in the Application Area, provides a wider view of the same fields and additional search criteria.

n

This SAP-provided component CSEARCH_DISP searches for a customer / contact person

n

Creating a new contact search and display requires ABAP programming. If this programming is necessary, copy the function group CCM4 and modify as required. Some new programs and a new dynpro (screen) would be needed.

n

In Search Types, you are specifying which Search Type you wish to use. One Search Type (ANI) is hard coded to look up the incoming number via the strategy defined in SAPphone under transaction code SPHA. The most common choice would be Central Address Management; however, you could look at any file such as a Reverse White Pages Directory.

n

You can specify the order in which the searches are carried out in the Call Center Profile. Search and Display component subscribes to that component to get the order the searches should be performed.

n

In addition to choosing the Search Type, you can also choose whether the agent needs to verify the contact object or allow the system to auto continue. This allows the agent to verify the identity before the object is added to the Business Data Display. The green check mark on the agent screen provides the manual identification or verification.

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Configuration of the Navigation Area

l

Display of all interactions: n n n n n n n n

l

Sales order Quotation Inquiry Service Request Service notification Service order Activity Opportunity

Layout Management (general & user specific)

l

History: Icons for different Interactions

l

Enhancend Usability

 SAP AG 2001

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Navigation Area contains workspaces assigned in customizing and started automatically.

n

Business Data Display contains the business objects from the transaction

n

Locator contains a search component and a hit list component. In CIC, the search locates activites, sales requests, and service requests for the confirmed customer. The function CRM_LOCATOR_CUST_HIST_READ_UI and the program SAPLCRM_LOCATOR_UI and screen number 1100 are delivered for the search routines. Ÿ Layout Management:

Using the SELECT LAYOUT Button, the Interaction Center Agent can to arrange / add / remove the columns displayed in the locator. Using the SAVE option, you can decide if the specific locator layout should stay user specific or be available for everyone. Ÿ Interaction Icons:

To maintain different icons for different transaction types you have to perform two steps. Ÿ Step 1: In the customizing under Setting for Activities, you can define activity categories. Here

specific icons can be determined for different activity categories. Ÿ Step 2: In the customizing of the CRM online system, you have to define Transaction Types

and assignedto Business Transaction Categories. For category Business Activity on the header level you have the possibility to define a category again. Here the choice list based on the entries you created in Step 1 is displayed and creates the link to the corresponding icon. Ÿ TELESALES_FIND and TELESALES_RESOURCE

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Business Transactions in CRM Interaction Center Business BusinessTransactions Transactions (Activities, (Activities,Opportunities, Opportunities,Sales SalesTransactions, Transactions,Service ServiceTransactions, Transactions,Contracts) Contracts)

Maintenance Workspace l

Display Display Workspace Workspace l

Can be called via: 4Context Menu 4Change/Display Button

4Context Menu 4Change/Display Button

4Interactive Script

4Double Click in History

4Action Box l

Can be called via:

l

List of processed transactions

List of processed transactions

Ü Current transaction for processing in change mode on one

Workspace, while another transaction (same or different type) displays on the other Workspace. Ü No Sales Order, Activity, ... specific workspaces  SAP AG 2001

n

In the Interaction Center, all business transaction categories of the CRM Online System are available: - Activities - Opportunities - Sales Transactions (Sales Order, Quotation, Inquiry) - Service Transaction (Service Request, Service Order) - Purchasing Contract

n

Within former mySAP CRM Releases (before 2.0C) for every transaction type (Activity, Sales Order,..), an own workspace with a profile had to be defined. From 2.0C on, only one maintenance and one display workspace have to be defined (e.g. as default workspaces).

n

Processed Trans. Button: Using this button a list of transactions that have been processed during the interaction with the customer displays with the currently active one flagged.

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Application Area Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Business partner Name Phone Partner Name Partner

Call Processing

ABC Technology 523-345-2243 554 Main

Call State DNIS

Connected

312-451-1576

Connie Tsang

Translation

800-522-1576

Main

The History Display all With Valid from Exp. Date Status

Business Data Customer History Order Period 04/02/2000 05/17/2000

The BP search

Inbox

Maintain

Comments Hardware Question

Cat Incoming Phone call Category Telephone

Date

Time10:34:00

5/5/2000 5/5/2000 Overview

Date Date

Description Description

IIA

Application Area

Partner

Texts

Completion Overview 0

Trans. Trans.

Hardware Service Line

Remind customer of upcoming user conference

Status

InProgress Medium Shipment Damage

1195 1195

5/17/2000 CRM 5/17/2000 CRM activity activity

Priority

1288 1288

4/21/2000 4/21/2000 CRM CRM activity activity

Reason

1266

4.20.2000 CRM activity activity

10:34:00 Date

Address Address

PlanDate

Organization

Text Internal Note

English

Reason Goal Ext. Nr

 SAP AG 2001

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Different components appear on different tabs in the application area. A single tab is called a workspace. Multiple workspaces can be displayed at one time.

n

The workspace profile can be determined in three different ways depending on how the workspace is created: - 1) For a workspace created from the action box, the action box customizing defines the profile. - 2) For a workspace created at CIC startup, the profile is determined from the profile for automatically created workspaces. (This profile must be included in your CIC profile: DEFAULT WORKSPACES) - 3) For a workspace created by opening an object in the history list (navigation area), the workspace profile is determined by the workspace profile in the CIC profile not the automatically created workspace profile: WS_ACTIVITY - If you have an automatically created workspace initialized at startup with its corresponding profile, when you open an item from the navigation area or action box, the initial profile will take precedence and the other profile will be ignored. Also, some workspaces can only have one instance of that workspace type (i.e. E-mail, IIA, etc). - Maintain Profile for automatically-created workspaces

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Configuration of SAP Hidden Components

l CTI Administration and Queues l Call Center Profile l Toolbar l Logging Profile

 SAP AG 2001

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CTI Administration Auto login Auto logout ! Queue selection screen Auto selection queue login Queue logout selection

l Determines the login parameters

No DNIS Display

n

Auto Login: Attempts to automatically log the agent in to the assigned queues

n

Queue Selection Screen: Pop-up screen with possible queues listed

n

Auto Selection Queue Login: Preselects the queues assigned from customizing on the screen in the queue pop-up

l Determines the logout parameters n

Same logic as for login

l DNIS Display n

Should the dialed number and translation be displayed

 SAP AG 2001

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You may have automatic agent login only, automatic agent logout only, both, or neither. This choice is configured in the CTI Administration profile. If an agent’s organizational profile indicates only one queue associated to the agent, the system automatically selects the queue and the agent simply needs to choose the green check mark to continue.

n

The other options, The Automatic Selection of Queue at Login and Queue Selection Screen checkbox, control the selection of the queue by the system and whether the agent has a choice of which queues to log into. If the Queue Selection Screen option is not chosen and the Automatic Selection of Queue at Login option is chosen, an agent login request automatically selects all queues not logged into and attempts to login to each one without presenting a dialog to the agent.

n

Queue Selection Screen - This checkbox governs whether the list of authorized queues for the agent displays. Once displayed, the agent can select or deselect queues for login and logout.

n

The Automatic Selection of Queue at Logout checkbox enables the operation analogous to Automatic Selection of Queue at Login with an agent logout.

n

The logical system field is not used by SAP at this time, but could be an additional link between the CTI layer and SAP for reporting purposes.

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CTI Queues

l Link between CTI layer (CTI or switch) and SAP n

Define queues on switch

n

Create a Queue profile in SAP and assign switch queues

n

Description does not have to match switch

w

Description displays to agent if Queue Logon Screen displays

 SAP AG 2001

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You can also change the description of the queues outside of the IMG on the CIC Front Office screen under the Administration menu option.

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Call Center Profile

l Defines the method and sequence for automatically identifying the contact object l Three look-up methods: 1. ANI: (Automatic Number Identification) Uses the telephone number to look up the contact in central address management 2. Call Attached Data: Uses a specific part of the call attached data for searching based on a search type criteria (useful in IVR applications). 3. Function Module: Programmable look-up using either the telephone number or call attached data. Possible to search external databases

 SAP AG 2001

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The Call Center Profile defines which order and method you wish to use for identifying the contact object. The most common method is an ANI look-up. The telephone number is passed into SAP and the contact is identified in central address management. ANI is a hard-coded search type.

n

Method 2 uses the call-attached data for searching. First, specify which CAD object you will use (for example, customer number) and then customize what type of search you want to do (in the SearchDisplay module) by specifying search type and key.

n

Method 3 uses a function module to execute whatever logic you need in a search, for example, a customer number from a serial number.

n

The last two fields on the screen apply to all three look-up methods. Ÿ Identification Required requires the agent to enter some authenticating information such as a PIN code, social security number, or maiden name from the caller to authenticate. This is future functionality, but could be used by extending the ABAP. Ÿ DNIS Changed: If this field is marked, the programming event DNIS Changed is raised when a contact object is identified. This component determines the order of the search. If these searches are not set up in Contact Search and Display, they will not execute.

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Toolbar - Definitions and Exclusions

l Although the visible to the agent, the toolbar is considered hidden since it does not take up one of the seven slots on the main screen l Identifies the menu paths, the icon bar and the toolbar l Create a toolbar profile and choose a PF status l Exclude any telephony functions not desired or not supported by the switch

 SAP AG 2001

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Tool bars provide quick access to telephony functions for the agent. If a CIC profile is not telephonyenabled, the telephony-dependent buttons will not show no matter what toolbar is chosen.

n

It is possible to display the contents of a status by choosing the status once in the F4 window and then on the display button. F8 allows testing of the status. Toolbar PF statuses are defined in the SAPLCIC0 program. Custom PFS statuses can be created. Ÿ PFS100 - Customer Interaction Center: Includes all standard telephony functions Ÿ PFS300 - Non-Telephony Enabled PF Status: Includes all standard options that do not require a telephone Ÿ PFS101 - Call Management: Includes all standard telephony functions. Very similar to PFS100

n

Deactivation of Function Codes: You can exclude those telephony functions not desired in the toolbar profile. Reasons might include a switch not being able to support a function such as alternate, or a business reason such as not wanting an agent to be able to deflect a call.

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Logging

l Log and trace agent’s actions l Can be analyzed for n

Evaluation and optimization of business processes

n

Training and education of agents

Agent Login Agent Logout Background Inwait Log_Beg

Call Held Conference Call Contact Search Started Async. Transaction Started Contact Oked

Log_Exp

 SAP AG 2001

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The logging profile is similar to the scripting profile. Simply create a logging profile and assign the actions that you want to log.

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Component Container

l Ability to group up to 5 components into tab strips in the same screen slot to allow more information on the screen. l Create a component container profile and assign components to the slots

Call State

Business Data Display

Customer

Charlie Johnson

Service notification

200000933

Service order

502201

 SAP AG 2001

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Component containers allow the agent to have access to more data without occupying space on the screen.

n

You need to specify the components in the component container profile. Components in the container should not have been listed on the visible component section of the framework.

n

When the CIC profile is defined, all of the components in the component container must have profiles assigned if required.

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Defining Function Keys

Defining Function Keys l To avoid excessive mouse usage, function keys can be mapped to OK codes such as Answer or End call Inwait l Different schemas of defined function keys can be assigned to different profiles Schema A F2 - Answer F7 - Place on hold F8 - Retrieve from hold

Schema B F2 - Answer F7 - Conference F8 - Drop Self from Conference

Assign to Profile for Printer Service Agents where customers are placed on hold frequently

Assign to Profile for Hardware Service Agents where customers are often conferencing with the Agent and Engineer

 SAP AG 2001

n

In this transaction, you map hot keys to OK codes (functions) and include them in a schema.

n

Hot key mapping provides a way to trigger button functions in CIC without using the mouse. Hot key mapping associates certain hot keys with OK codes.

n

There is a predefined standard schema in the SAP standard delivery

n

Create a new schema or copy an existing one. Once you save the schema, you can use it in a CIC profile.

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Component Container Technical Enhancement

l

Component Container has two options for accessing the application server when user clicks between tabs n

Once when CIC screen is built

n

Every time you click between tabs to build the screen area

 SAP AG 2001

n

When adding the component container component to the visible slots in the framework, choose the appropriate variant for your needs.

n

To speed the clicking between tabs, choose one of the following depending on the component container length you require: Ÿ 0000 Small Ÿ 0001 Medium Ÿ 0002 Large

n

The application server is still accessed when a component is acted on, for example, in the Contact Search and Display component when the Find icon is pressed.

n

To access the application server when clicking between tabs, choose one of the following variants: Ÿ 0010 - Small - Activate Ÿ 0010 - Medium - Activate Ÿ 0011 - Large - Activate Ÿ The second method is desirable if the tabs in the container are not used often and you do not wish to waste the processing times to build the screens when you start CIC.

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Configuring Components: Unit Summary

You are now able to: l l Customize the SAP-delivered SAP-delivered components

 SAP AG 2001 1999

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Exercises Unit: Configuring Components Topic: Configuring a framework and components At the conclusion of this exercise, you will be able to: • Configure and test a new framework • Configure and test reminder scripting • Configure and test the navigation area Your call center requires a CIC that includes Reminder Scripting, Search Functionality, Business Data Display, Customer History, Slim Action Box, and Call History.

1-1

Create a new Framework called ZFRAM## and include the following components: Visible:

Look-Up Functions Caller Status Display Scripting Action box Navigation Area Application Area

Hidden:

CTI Call Center Component Script Text Hidden Actionbox Logging CIC Application Toolbar/Excls

Hint:

© SAP AG

The Telephony framework has these components.

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1-1-1 Reminder Scripting Create a new script and configure your CIC profile to utilize this script. Utilize at least one CIC scripting variable. Script should be named WELCOME##. Scripting profile should be SCRIPT## and based on the activity START_CCM. Be sure to update your CIC profile to reflect the new script. Test the new scripting profile: Front Office → Front Office 1-2

Modify the CIC profile ZPROF## to reflect the following: ACTION_BOX_CONFIGURATION_SLIM

IDES_01

ACTIVITY_LOGGING_PROFILE

LOGSETUP1

CALL_CENTER_COMP_CONFIGURATION

CCSETUP1

CONTACT_SEARCH_CONFIGURATION

BPSEARCH

CTIADM_PROF

CTISETUP1

CTIQA_PROF

CTIQSETUP1

DEFAULT_WORKSPACES

IDES_01

QUICK_KEYS_CONFIGURATION

QKSETUP1

SCRIPT_PROFILE

script##

TBAR_PROF

TBSETUP1

WS_ACTIVITY

ACTPROF1

WS_SALES_ORDER

TELESALES

WS_SCRIPTING

KOSCRIPT

WS_SERVICE_REQUEST

TSRV

Remember to change the Framework ID to the one created earlier: ZFRAM## Hint: If a component is missing, use New entries to add it. Test the new profile through the Front Office. You should now see your new script.

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1-3

Default workspaces can be assigned to the Application Area and started automatically when CIC is initialized. Create a new default workspace profile named ZDEF## that contains Business Transaction Maintain, Business Partner Search, Email, and Business Transaction Display in the Application Area. The Navigation Area should contain the Interaction Information and the Business Data Display. The Interaction Information and the Business Partner Search should be default tabs when CIC is initiated, and the slot names should be History-## and BP Search-##. Update the CIC Profile. Test the new defaults in CIC. There should be four tabs in the Application Area and two in the Navigation Area. The slot tabs should read History-## and BP Search-##.

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Solutions Unit: Configuring Components Topic: Configuring a framework and components

1-1

Create a new Framework called ZFRAM## and include the following components. IMG→ Customer Relationship Management→ Basic Functions→ Customer Interaction Center→Definition of Front Office Framework→ Maintain Framework ID and Parameters Create ZFRAM## with a description, title number T01, screen with 7 slots in lshape and set it to active or copy the Telephony framework. Assign the Visible Components: IM→Customer Relationship Management→Basic Functions→ Customer Interaction Center →Visible Components→Definition of Front Office Framework→Maintain Framework ID and Parameters →Visible Components Choose ZFRAM##. Choose Visible components then New entries. slot 1 of main

CSEARCH_DISP

slot 2 of main

CALL_STATE

slot 3 of main

SCRIPT_DISP

slot 4 of main

ABOX_SLIM

slot 5 of main

NAV_AREA

slot 6 of main

APPL_AREA

0002

Assign the Hidden Components: Choose FRAME##. Choose Hidden components then New entries. 1 CTI 2 CALLCTR 3 HIDDEN SCRPT 5 HIDDEN_ABOX 6 HLOG 7 CIC_TOOLBAR Save.

© SAP AG

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1-1-1 Scripting Create a new script and configure your CIC profile to utilize this script. Utilize at least one CIC scripting variable. Configure a scripting profile: IMG→Customer Relationship Management→Basic Functions → Customer Interaction Center (CIC)→Component Configuration→Visible Components→Assign Activities to the Reminder Scripting Profile New entries: Scripting Profile = SCRIPT## Activity = START_CCM Save. Modify your CIC profile to include the new scripting profile: IMG → Customer Relationship Management → Customer Interaction Center → Maintain CIC Profile SCRIPT_PROFILE = SCRIPT## Creating a script: Customer Interaction Center → Administration → Script support→ Maintain scripts Text name = WELCOME## Text ID = CICS Example: Hello agent [sy-uname]. Today is [sy-datum] and the time is [sytimlo]. Welcome to CIC. Assign the newly created script: In the Customer Interaction menu: Administration→ Script support→Assign texts New entries: Scripting profile = SCRIPT## Activity = START_CCM Enter a valid date range. Script ID = WELCOME## Text ID = CICS

© SAP AG

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1-2

Modify the CIC profile ZPROF## to refelect the following. Verify the settings of the CIC profile ZPROF##: Remember to change the Framework ID to the one created earlier : ZFRAM## IMG → Customer Relationship Management → Customer Interaction Center → Maintain CIC Profile ACTION_BOX_CONFIGURATION_SLIM

IDES_01

ACTIVITY_LOGGING_PROFILE

LOGSETUP1

CALL_CENTER_COMP_CONFIGURATION

CCSETUP1

CONTACT_SEARCH_CONFIGURATION

BPSEARCH

CTIADM_PROF

CTISETUP1

CTIQA_PROF

CTIQSETUP1

DEFAULT_WORKSPACES

IDES0_01

QUICK_KEYS_CONFIGURATION

QKSETUP1

SCRIPT_PROFILE

scriptxx

TBAR_PROF

TBSETUP1

WS_ACTIVITY

ACTPROF1

WS_SALES_ORDER

TELESALES

WS_SCRIPTING

KOSCRIPT

WS_SERVICE_REQUEST

TSERV

Choose profile ZPROF## and modify the settings as indicated above. Save. Hint: If a component is missing, use New entries to add it. Test the new PROFILE .You should now see your script.

© SAP AG

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1-3

Default workspaces can be assigned to the Application Area and started automatically when CIC is initialized. Create a new default workspace profile that contains Business Transaction Maintain, Business Partner Search, Email, and the IIA in the Application Area. The Navigation Area should contain the Interaction Information and the Business Data Display. The Interaction Information and the Business Partner Search should be default tabs when CIC is initiated. IMG → Customer Relationship Management → Basic Functions → Customer Interaction Center (CIC) → Component Configuration → Visible Components → Maintain Profile for Automatically created Workspaces Profile = ZDEFXX Text = default workspaces for CR400 student ## Default Workspaces:

COMPONENT

SLOT ID

DEF

SLOT NAME

CAPTION

WORKSPACE

ACTIVITY

Activity-

BUS_TRANS_ MAINT

BP SEARCH

BP search-xx

BPSEARCH

PROFILE

APPLICATION

1

APPLICATION

2

APPLICATION

3

EMAIL

Email

EMAIL1

APPLICATION

4

IIA

IIA

IIA

APPLICATION

5

DISPLAY

Display Transaction

BUS_TRANS_D ISPLAY

NAVIGATION

1

HISTORY

History-XX

LOCATOR

NAVIGATION

2

BDD

Business Data

BD_DISPLAY

X

X

WORKSPACE

ACTPROF1

CONFIG1

IDES_01

IMG → Scenarios →Service Interaction Center → Customer Interaction Center → Maintain CIC Profile DEFAULT_WORKSPACES =ZDEFXX Test the configuration through CIC.

© SAP AG

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Action Box Configuration

Contents: Contents: l Overview of Action Box Configuration l Description of Transactions l Data Flow l Assigning Function Keys to Transactions l Detail of BOR Method l Detail of HTML Transaction l Detail of Workspace

 SAP AG 2001 1999

© SAP AG

CR400

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Action Box Configuration: Unit Objectives

At the conclusion of this unit, you will be able to: l Understand the Action Box steps and customizing

 SAP AG 2001

© SAP AG

CR400

6-2


Action Box Configuration: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

E-mail E-mailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

© SAP AG

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Action Box Configuration: Business Scenario

l The Action Box of CIC supports local and remote transactions. The transactions may vary from agent to agent. A service agent uses functionality specific to service calls while sales agents will require the ability to create sales orders. l It will be your responsibility to configure the various action boxes required for the Service Interaction Center

 SAP AG 2001 1999

Š SAP AG

CR400

6-4


System Configuration

l Action Box supports local and remote transactions

Action Box Profile: SAMPLE Sales

Human Resources

CallID Description AR

Create service rqst

Service Asynchronous

Marketing Parameters

!

!

 SAP AG 2001

n

The Action Box executes local as well as remote transactions. The support the remote access customization is required.

n

Use transaction SM59 to create an RFC destination for the remote system. The Plug In functions must be available on this system.

n

Use CRMC_CIC_AB_LSYS_CRE to create a logical system. The name can be freely chosen.

n

Use CRMC_CIC_AB_LSYS_RFC to link the RFC destination to the logical system.

n

Use CRMC_CIC_AB_LSYS_ASS to assign the logical system to the action box. This makes it available for action box calls.

© SAP AG

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Overview of Action Box Configuration

l Action Box Profile l Groups l Transaction Action Box Profile: SAMPLE Sales

Human Resources

CallID Description AR

Service Asynchronous

Create service rqst

Marketing Parameters

!

!

Transaction Group  SAP AG 2001

n

An action box contains groups and transactions. Groups simply provide a grouping for transactions. They are tabs along the Action Box tab strip.

n

To determine the group sequence when adding a new group: Ÿ Put the cursor on “Action box – Configuration” button to add the new group in the first position. Ÿ Put the cursor on an existing group to add the new group after the current cursor position.

n

Two variants can be used when configuring the action box on a framework. The normal variant results in an action box as seen above. The slim variant produces a one-line action box with the transactions listed in a pull down. The slim variant is used most often.

© SAP AG

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Creating Action Box Transactions

l Presentation (Description) l Transaction Definition l Parameter Dialog l Runtime Settings l Data Flow n

Export to transaction

n

Import to Business Data Display population

 SAP AG 2001

n

Creating a call has several different steps which will be detailed

n

To add a new business transaction (call) and determine the sequence Ÿ Choose Call group to add the new call at the first position. Ÿ Choose an existing call to add the new one after the current cursor position.

© SAP AG

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Action Box - Presentation

l ID can be used as a shortcut for executing a transaction l ID and menu description appears when cursor is on the transaction group l Choose icons from the SAP Library

Transaction Transaction

CRSO

Presentation

Menu descrip

Create service request Service

Icon name

ICON_CREATE

Trans. descrip

 SAP AG 2001

n

In the Presentation area, you define the description that will appear in the Action Box. The description that will show when the cursor is over the call and the icon that appears.

n

The call description menu is also required if a function key will be assigned to this call.

n

Note: the Call ID code does not have to be the transaction code. An agent can use the Call ID code to execute a transaction from the main screen without choosing the appropriate group and transaction.

Š SAP AG

CR400

6-8


Action Box - Transaction Definition

l Four ways of defining a transaction n

BOR Method

n

HTML

n

Workflow

n

Workspace

 SAP AG 2001

n

When the transaction will be conducted by the agent, typically a BOR, HTML or Workspace will be used.

n

When the transaction will be executed by another party and the agent is only triggering the action, a workflow should be used.

n

It is possible to make a call inactive.

n

The processing type determines whether an object should be Ÿ Created Ÿ Displayed or changed

© SAP AG

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Transaction Definition - BOR Method

l Uses Business Object Repository and method l To determine if there is a BOR method n

Use Business Object Builder

n

Search by Infosystem or the Application Hierarchy

n

After finding object type, display and determine appropriate method

w w w

Check Parameters - this will be exported to transaction Check Test - this will be the screen called Check Program - this may provide additional information

 SAP AG 2001

n

A transaction utilizing a BOR method definition requires an object type and associated method.

n

To access the directory of Business Objects: Tools → SAP Business Workflow → Development → Business Object Builder (transaction SWO1)

n

Finding the appropriate BOR requires testing and some amount of trial and error. The following hints may help: Ÿ The method should have a dialog or it will not appear on the screen Ÿ If the parameters do not include something you want to pass from CIC (such as customer number), it is not an appropriate BOR. Ÿ BAPIs (indicated by Green Dot) are usually not appropriate for CIC transactions. Ÿ BOR methods will run as full screen transactions.

© SAP AG

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Transaction Definition - HTML

l

Intranet, Internet, HTML Pages

l

SAP Action Box transactions can be started from HTML pages

l

Can pass information n

To HTML from CIC (e.g. customer, material number)

n

Between HTML pages

n

From HTML to CIC / Action Box transaction (e.g. order number, survey answers)

 SAP AG 2001

n

HTML transactions are executed in the Application Area. You can pass data from one workspace to another, hence passing data from one HTML call to another.

© SAP AG

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Transaction Definition - Workflow

l Workflow n

Define the task type and the task ID

 SAP AG 2001

n

The definition of a workflow will not be covered in this class.

n

The workspace component EMAIL1 is initiated by workflow. This will be covered in detail in another chapter.

Š SAP AG

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Transaction Definition - Workspace

l Workspace n

Visible component that live on a tab instead of a sub-screen slot

w w w w w

ACTIVITY_SALES_SUMM

Sales summary

EMAIL1

Inbox

EMAIL_EDIT

Email editor

WF_INBOX

Workflow inbox

IIA

IIA interactive search

 SAP AG 2001

n

Action Box: Ÿ ACTIVITY_SALES_SUMM : Summary of all activities and sales related to a Business Partner Ÿ EMAIL1: Processing of incoming E-mails directed by workflow Ÿ EMAIL_EDIT: Allows agents to create as well as edit E-mail messages Ÿ WF_INBOX : Utilized to complete tasks other than E-mails that have been directed by workflow. Ÿ IIA : Interactive Intelligent Agent

n

Application Area: Ÿ BUS_TRANS_DISPLAY, BUS_TRANS_MAINT, and BPSEARCH are workspaces automatically inserted in the Application Area

n

Navigation Area Ÿ BD_DISPLAY, LOCATOR and PRODUCT_INFO are workspaces utilized in the Navigation area (do not require action box configuration)

n

Additional workspaces Ÿ CAMPAIGNS, SCRIPT, TELESALES_FIND, TELESALES_HTML_CAT, and TELESALES_RESOURCE are workspaces that will covered in detail in CR600 and CR750.

© SAP AG

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Action Box - Parameter Dialog

l Can declare a different Parameter dialog than the generated view l Needs a method with a display screen Parameter dialog Standard (generated) Method

Object type Method

 SAP AG 2001

n

For some transactions, a parameter screen is used to enter data prior to the initiation of the transaction. An example is the creation of a sales order. The order type and sales organization are prompted in a parameter dialog. For most transactions, the standard generated dialog is appropriate. However, if you require specific data to be passed to the transaction that is not available in the standard dialog, a custom method can be developed and used.

n

Select Standard for the normal generated parameter dialog.

n

Select Method for a custom dialog and enter the appropriate object type and method.

n

If a call is executed with a missing parameter, the system prompts the agent with a system generated screen requesting the missing parameters.

Š SAP AG

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Action Box - Runtime Settings

l Controls whether a screen should display to enter or modify the parameters l Controls the lifetime of the workspace of an action l Controls whether the transaction runs in synchronous or asynchronous mode l Controls whether an agent can modify parameters

Runtime settings Not modifiable

New Window Param. dialog Slot Name

ReducedLifetime

 SAP AG 2001

n

Param. dialog will display the parameters and their values prior to the execution of the transaction.

n

The lifetime flag determines how long a workspace of an action lives in the workspace manager. If set, then the workspace is removed as soon as the next action is executed. Otherwise, the workspace lives until the user deletes it.

n

New Window will determine if the transaction runs in synchronous mode.

n

Not Modifiable controls the actions of the agent when utilizing the transactions. If the flag is turned on, then the agent cannot change any settings.

n

The slot name can be utilized to link the transaction with an automatically created workspace.

Š SAP AG

CR400

6-15


Action Box - Data Flow

l Export data from the Business Data Display into the transaction n

Partner Number, Contact Person,

n

Export constants into the transaction

n

System Date, Time, User ID, Order Types, Priorities

l Import data from the transaction back to the Business Data Display n

Document numbers, product numbers

l Main Object is already known from the Call

 SAP AG 2001

n

Immediately after creating a new call and choosing Enter, the Maintain Data Flow screen displays. If a call is already created and the data flow needs to be updated, place your cursor on the call and press the data flow button.

n

When using constants, be careful to use the correct case. For example, the standard sales order type is OR not or.

Š SAP AG

CR400

6-16


Action Box - Data Export and Import Example

History

Export from BDD into transaction

Business Data

Short Text Beck

Becker Berlin

Business par

200000334

Service Noti

Becker Berlin

Activities

200000334

BD Display

Import from transaction into BDD

 SAP AG 2001

n

The Business Partner Becker Berlin will pass to the transaction.

n

The Service notification 2000003334 will pass from the transaction back to the Business Data Display.

Š SAP AG

CR400

6-17


Maintain Data Flow ( Example of a Method)

Constant defined for notification type

Data exported into transaction

Customer exported from BDD into transaction

Notification number imported from transaction into BDD

Data imported into BDD

Constants can be defined if the method allows these parameters. No further customizing steps necessary.  SAP AG 2001

n

The above is an example of completed dataflow on a transaction that will create a service nofication.

n

The notification type is a constant value of S3.

n

The customer number attribute (CUSTOMERNO) from the object KNA1 is exported from the BDD.

n

When the service notification is saved, the main object of the transaction MAINOBJ NUMBER is imported into the BDD.

Š SAP AG

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Action Box - Data Flow Export

l Parameters from the BOR Method are listed n

When possible, use F4 to fill in the data source

l When multiple target element components exist, expand the target element l Using data from Business Data Display n

Select BD Display Object from the Container (using F4)

n

System prompts for business object

n

Select the business object by searching

 SAP AG 2001

n

Standard business objects found in the Business Data Display include: Ÿ BUS1006005

Business Partner ERM

Ÿ BUS4001

Addresses of companies and organizations

n

To specify the source for a parameter (target element), place the cursor in the Data source column and select F4.

n

The Expression Selection dialog shows a tree structure with different sources that can be expanded or compressed. Select the source element. Matching elements – with the same data type reference – are shown in dark green.

n

You can choose from: Ÿ Constant node Ÿ System fields node Ÿ Container node

© SAP AG

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Action Box - Data Flow Import - Main Object

l Used to display information in the Business Data Display l Import the key to the main object (e.g. document number) n

Select the Create button

n

Enter a temporary element name and the Object Type and choose Enter New target element Element

temp

Attributes Multiline

Mandatory

Data type reference Logical System ABAP Dictionary Reference table Reference field Object type

BUS2080

 SAP AG 2001

n

The result would look like: &<*MAINOBJ*>& This indicates that the main object is to be returned.

n

The functionality “ABAP Dictionary” is reserved for future use.

© SAP AG

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Action Box - Data Flow Import - Other Elements

l Import other elements in the main object other than the key (e.g. serial number) n

Enter Object Type of desired element

n

On Data Flow screen, expand the new target element

n

Select F4 and identify target element in main object Main Object: Service Notification (BUS2080) Description Partners Priority Breakdown Indicator Equipment Malfunction Start Planner Group xxx

Target Element: EQUI Key Attribute: Equipment

 SAP AG 2001

n

Element needs to have a BOR before it can appear in the Business Data Display (BDD), otherwise it has no possibility of being represented. Ÿ Possible: Equipment Number, Material Number, Customer Ÿ Not Possible: Description of Service Notification, Telephone Number

n

Once a target element is identified, it must be expanded to indicate that you are trying to use the key attribute of this element instead of the main object.

n

Once the target element has been chosen, you must identify where in the main object it can be found. This is like matching up entries from two columns to indicate that they equal each other.

n

The result will be: &<*MAINOBJ*>.EQUIPMENT&

© SAP AG

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Action Box - Assigning Function Keys

l Function Keys Shift F1 through Shift F12 can be assigned to transactions l Speeds navigation for experienced agents

Action box - Configuration Tr. group

GRP1

Tr. group Tran

GRP2

Edit Function Key Setting

JW

Function key

Sales

Shift-F1

Service

Shift-F4

Confirm sales order

Shift-F5

HIGH

High priority order

Shift-F6

DISN

Display sales order

Shift-F7 Shift-F8

SEDR

Tran Tran

HIGH

Call descr. in menu Create priority order

Shift-F2 Create sales order

CRSN

Tran

Tran

Call group

GRP4

Material

Call group

GRP5

Customer

Shift-F9 Shift-F10

 SAP AG 2001

n

You can assign eleven function keys, Shift-F1 through Shift-F12 (with the exception of Shift-F3): Ÿ Choose Function keys. Ÿ In the Function key setting dialog box, enter the four-character ID of an Action Box call, or select one using F4. Ÿ You are only allowed calls with the menu description filled.

© SAP AG

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Definition of Method

l Define transaction l Define export parameters l Define import parameters

 SAP AG 2001

n

Three steps to creating a transaction using the type Method.

Š SAP AG

CR400

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Definition of a Method - 1

Transaction Definition Inactive

BOR Method

Logical System

UFCCLNT805

Object Type

BUS2032

Method

DISPLAY

 SAP AG 2001

n

The type of transaction will always be BOR Method.

n

The Logical System is the system on which the Method and object type that you are addressing resides.

n

The object type is the type within the BOR that you use in the method. In this example it is the Business Partner of CRM

n

The method is the method that will be used in the transaction. In this example, DISPLAY activates the method to display a sales order.

Š SAP AG

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Definition of a Method - 2

Export Data

Targ

Transaction >== Customer Interaction Center D P CA Targ Data Log.

Transaction Code

1

&<DESKOBJ>BUS1006&

UCCLNT805

Import Data

Targ

Customer Interaction Center >== Transaction D P CA Targ Data Log.

Business Partner ERM

1

&<*MAINOBJ*>&

UCCLNT805

 SAP AG 2001

n

The Export data represents the data that is to be passed from the Business Data Display to the method that is activated.

n

The Import data represents the date to be passed to the Business Data Display on completion of the method. In this example, the main object of the method (Business Partner) will be passed back.

Š SAP AG

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6-25


Definition of an HTML Transaction

l Define HTML configuration l Define external parameters l Define internal parameters l Define Action Box Transaction

 SAP AG 2001

n

The Application Area can address an HTML page via an Internet / intranet address, a file / path name or via a SAP Web Repository ID. You can call Action Box transactions from an HTML page (requires HTML programming). When an HTML page is started from the Action Box without having an Application Area customized in the Framework, the HTML page will display in a dialog box.

Š SAP AG

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6-26


HTML Configuration - 1

Yahoo

HTMLConfig HTML configuration Text

Retrieve a map for directions

External URL

http://maps.yahoo.com/py /maps.py

WWW Object ID Configuration

Yahoo

Stop Button Navig.Button Refresh Button Delete Button URL Separator 1 URL Separator 2

? &

 SAP AG 2001

n

Example of an HTML configuration Ÿ Utilizing an external URL Ÿ Calling a transaction from an Action Box (Yahoo) Ÿ Configuration of the Action Box Yahoo must also be completed

n

The HTML configuration must also be added to the Action Box utilized in the CIC profile.

n

The data flow for the transaction must also be defined in the Action Box.

© SAP AG

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HTML Configuration - 2 External Parameters

HTMLConfig

Yahoo

External parameters Parameter Get%A0Map Pyt addr csz

Text Get%A0Map Pyt

Multiline

addr csz

Element type Import Import Import Import

Mandatory EditSeq 4 E 1 E

E E

2 3

 SAP AG 2001

n

External Parameters are passed to the HTML page. These external parameters must match those that the HTML page is looking for to complete processing.

Š SAP AG

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6-28


HTML Configuration - 3 Internal Parameters

HTMLConfig

Problems

Internal parameters Parameter Customer Equipment

Text Customer Equipment

Multiline

d_code d_codegrp dl_code

Problem Code grp - problem Object part

dl_codegroup notif_text

Code grp - obj. parts Notification text

Element type Export Export

Mandatory EditSeq

Export Export Export

E

Export Export

 SAP AG 2001

n

Internal parameters are passed from the HTML call and can be used as external parameters in another HTML call or as import data to the Business Data Display via dataflow.

n

The above is an example of passing customer equipment and problem codes from an HTML call and is not related to the YAHOO HTML in the previous slides.

Š SAP AG

CR400

6-29


HTML Configuration - 5

Transaction Definition Inactive

HTML

HTMLConfig

YAHOO

 SAP AG 2001

n

The HTML configuration must also be added to the Action Box used in the CIC profile

n

The data flow for the transaction must also be defined in the Action Box for the parameters. These parameters are passed to the HTML call. Ÿ Get%A0Map = Get+Map Ÿ Pyt

= Tmap

Ÿ addr

= address you want the map of

Ÿ Csz

= city of the address

© SAP AG

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HTML Configuration - 6

HTMLConfig

SAP

HTML configuration Text

SAP Homepage

External URL

http://www.sap.com

WWW Object ID Configuration Stop Button Navig.Button Refresh Button Delete Button URL Separator 1 URL Separator 2

 SAP AG 2001

n

This is an example of using the HTML to open a homepage. A configuration is not required.

© SAP AG

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Definition of a Workspace

l Workspace l Delivered Workspace functionality n

ACTIVITY_SALES_SUMM

Sales summary

n

EMAIL1

Inbox

n

EMAIL_EDIT

E-mail editor

n

WF_INBOX

Workflow inbox

n

IIA

IIA interactive search

 SAP AG 2001

n Action Box:

Ÿ ACTIVITY_SA LES_SUMM : Summary of all activities and sales related to a Business Partner Ÿ EMAIL1: Processing of incoming E-mails directed by workflow (discussed in separate chapter) Ÿ EMAIL_EDIT: Allows agents to create as well as edit E-mail messages (discussed in separate chapter) Ÿ BUS_TRANS_MAINT and BUS_TRANS_DISPLAY create and display CRM business transactions Ÿ WF_INBOX : Utilized to complete tasks other than E-mails that have been directed by workflow. Ÿ IIA : Interactive Intelligent Agent (discussed in separate chapter) Ÿ ACTIVITY_MAINTENANCE (discussed in separate chapter) Ÿ Navigation Area Ÿ BD_DISPLAY, LOCATOR and NAVIGATION_VIEW are workspaces utilized in the Navigation area (do not require action box configuration) n Additional workspaces

Ÿ CAMPAIGNS, SCRIPT, TELESALES_FIND, TELESALES_HTML_CAT, TELESALES_ORDER, and TELESALES_RESOURCE are workspaces utilized in the Telesales scenario. They are covered in detail in the CR600 and CR750 courses.

© SAP AG

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Workspace ACTIVITY_SALES_SUMMARY

Action Box Settings Transaction Definition Inactive

Workspace

Workspace

ACTIVITY_SALES_SUMM

Configuration

 SAP AG 2001

n

No specific configuration is required to use this component other than creating the transaction in the action box.

© SAP AG

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Workspace WF_INBOX

Action Box Settings Transaction Definition Inactive

Workspace

Workspace

WF_INBOX

Configuration

 SAP AG 2001

n

This component provides a work area to process Workflow tasks and includes any tasks assigned to an agent (is not limited to E-mails).

n

No specific configuration is required to use this component other than creating the transaction in the action box.

Š SAP AG

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Action Box Configuration : Unit Summary

You You are are now now able able to: to: l

Customize an Action Box

 SAP AG 2001 1999

© SAP AG

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Exercises Unit: Action Box Configuration Topic: Configuring a Method and an HTML At the conclusion of this exercise, you should be able to: • Configure a Method that displays customers • Configure a Method that creates a service order on the R3 OLTP • Configure an HTML transaction to access www.sap.com. You want to modify your new CIC profile to include a new call group that will contain transactions to display customers, create a service order and link to www.sap.com. http://www.sap.com/ The Display Customer and Create Service Order will be a transaction of the type Method. The link to www.sap.com will be an HTML transaction.

1-1

First, create a new Action Box called ZACT## that you can modify to include the two new transactions. (Base this Action Box on the existing ABSETUP1…do not modify ABSETUP1…copy it) 1-1-1 Place the transactions in a new call group with the name ##NEW. 1-1-2 Create the first transaction D## as a Method to display the customer. Use transaction SWO1 to find the object type and corresponding methods. Complete the appropriate data flow. The customer will be exported from and imported to the Business Data Display. Hint: The import parameters must be created before a value can be assigned. 1-1-3 Create the second transaction S## as a Method to create a service notification on the R3 OLTP. Complete the appropriate data flow. 1-1-4 Create the third transaction H## as an HTML transaction to access www.sap.com. 1-1-5 Modify the CIC profile to include the new Action Box ZACT# Test the new Action Box through the Front Office.

© SAP AG

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Solutions Unit: Action Box Configuration Topic: Configuring a Method and an HTML

1-1

First create a new Action Box called ZACT## that you can modify to include the two new transactions. (Base this Action Box on the existing ABSETUP1…do not modify ABSETUP1…copy it). IMG → Customer Relationship Management → Customer Interaction Center (CIC) → Component Configuration → Visible Components → Action Box Settings → Define Configuration Profiles for Action Box Copy ABSETUP1 to the new name ZACT## Save. 1-1-1 Place the transactions in a new call group with the name ##NEW. Creating a call group: Change action box ZACT##. Choose Create Group. (Note: the newly created call group will automatically be placed after the one that is highlighted)

© SAP AG

Call group:

NEW

Description:

##NEW

Icon:

Select from F4 list

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1-1-2 Create the first transaction D## as a Method to display the customer. Use transaction SWO1 to find the object type and corresponding methods. Complete the appropriate data flow. The customer will be exported from and imported to the Business Data Display. Hint: The import parameters must be created before a value can be assigned. Highlight the call group NEW and choose Create transaction. Enter the following: Transaction code:

D##

Tra. descrip.:

Display customer

Tra. desc. menu:

Display customer

Icon name:

ICON_DISPLAY

Transaction definition:

BOR Method

Logical System: Obj. type:

BUS1006005

Method:

Display

Parameter dialog:

Standard (generated)

Press Enter. The system displays the Maintain Data Flow screen. For the Export Parameters: The target element Business Partner ERM has been entered automatically by the system. Use F4 on the Data source field to activate Expression selection. At this time, the customer is not available and must be defined. To do this, choose BD Display Object to activate the Help screen and find the object type BUS1006005. Choose Customer to bring the customer into the export parameter. The result should be &<DESKOBJ>BUS1006005& For the Import Parameters: Create a new target element called Service notification with an object type BUS2080 and logical database T90CLNT90. Use F4 in the Data Source field to activate Expression selection and choose the business object Service notification. The result should be &<*MAINOBJ*>& Choose the back arrow to return to the Change Action Box Configuration screen. Save the configuration.

Š SAP AG

CR400

6-38


1-1-3 Create the second transaction S## as a Method to create a service notification on the R/3 OLTP. Complete the appropriate data flow. Creating a transaction using a Method to create a service order on the R3 OLTP: Highlight the call group NEW and choose Create transaction. Enter the following: Transaction code:

S##

Tra. descrip.:

Create service notification

Tra. desc. menu:

Create service notification

Icon name:

ICON_CREATE

Transaction definition:

BOR Method

Logical System:

T90CLNT90

Obj. type:

BUS2080

Method:

CREATESINGLECONTAINERDIALOG

Parameter dialog:

Standard (generated)

Press Enter. The system displays the Maintain Data Flow screen. For the Export Parameters: Notification type:

S1

T90CLNT90

Expand Notification Data. Customer:

&<DESKOBJ>BUS1006005& T90CLNT90

Description:

CRM

T90CLNT90

For the Import Parameters: Create a new target element called Service notification with an object type BUS2080 and logical database T90CLNT90. Choose F4 in the Data Source field to activate Expression selection and choose the business object Service notification. The result should be &<*MAINOBJ*>&. Choose the back arrow to return to the Change Action Box Configuration screen. Save the configuration.

Š SAP AG

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6-39


1-1-4 Create the third transaction H## as an HTML transaction to access www.sap.com. Create an HTML Transaction: IMG → Customer Relationship Management → Customer Interaction Center (CIC) → Component Configuration → Application Area → Maintain HTML Configuration for Application Area New Entries: HTMLConfig:

SAP##

Text:

Link to SAP

External URL:

http://www.sap.com

Activate all the navigation buttons. Save. The HTML session must now be added to the Action Box. IMG → Customer Relationship Management→ Customer Interaction Center (CIC) → Component Configuration → Action Box Settings → Define Configuration Profiles for Action Box Select ZACT## and change. Highlight the call group NEW and choose Create call. Transaction:

H##

Tra. descrip.:

SAP

Tra. desc. menu:

SAP.com

Icon name:

ICON_INFORMATION HTML

HTMLOptn

SAP##

Parameter dialog

Standard

The system displays the Maintain Data Flow screen. No data flow is required for this transaction. Choose the back arrow to return to the Change Action Box Configuration screen. Save the configuration. 1-1-5 Modify the CIC profile to include the new Action Box ZACT## . IMG → Customer Service → Customer Interaction Center (CIC) → CIC Profile → Maintain CIC Profile Select profile PROFIL## and modify the settings as indicated above. Action Box = ZACT## Save. Test the new Action Box through the Front Office.

© SAP AG

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Activity Management

Contents: Contents: l Overview of Activities within Service Interaction Center l Configuration for activities

 SAP AG 2001 1999

Š SAP AG

CR400

7-1


Activity Management: Unit Objectives

At the conclusion conclusion of of this this unit, unit, you you will will be be able able to: to: l Understand Activity Management l Be able to customize the Activity Management component

 SAP AG 2001

Š SAP AG

CR400

7-2


Activity Management: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

E-mail E-mailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

© SAP AG

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7-3


What Is an Activity?

l A transaction type used to record information resulting from interaction between business partners, undertaken at any time during the customer relationship life cycle. l Activities are planned, tracked, documented or administered by user or user group. l Activities are subdivided into business activities and tasks. l Examples of activities are telephone calls, customer visits, preparatory tasks or private reminders.

 SAP AG 2001

n

Activities are used to document an interaction currently in progress with free form text and various classification fields. They are also used to plan a future activity I.e. call Mr. Smith on Monday.

Š SAP AG

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7-4


Information in The Activity

l Highly flexible user interface l To adjust information on screen, switch between: n

Tiles

n

Tab pages

l Activity header contains information about: n

Description

n

Category

n

Dates

n

Partner information

l Tiles for reason and status, transaction information, organizational data, texts, and appointments  SAP AG 2001

n

An agent can see a list of Planned Activities in the Inbox.

n

Planned and past activities are also displayed in the Interaction History for a quick overview of what has transpired with the customer.

n

A follow-up activity can be either Planned or Actual based on the status. Activities with a status of Complete are considered actual. Those activities whose status is not complete are considered planned.

Š SAP AG

CR400

7-5


Integration of Activity Management Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Call Processing

Business partner Name Phone Partner Name Partner

ABC Technology 523-345-2243 554 Main

Call State DNIS

Connected

Connie Tsang

Translation

Display all With Valid from Exp. Date Status

Business Data Customer History Order Period 04/02/2000 05/17/2000

The BP search

The Activity

Application Area

Description Description

Incoming Phone call Category Telephone

Cat

Date

Time 10:34:00

5/5/2000 5/5/2000 Overview

Date Date

IIA

Inbox

Comments Hardware Question

Completion

Partner

Texts

Overview 0

Status

InProgress

5/17/2000 5/17/2000 CRM CRM activity activity

Priority

1288 1288

4/21/2000 4/21/2000 CRM CRMactivity activity

Reason

Medium Shipment Damage

1266 1266

4.20.2000 4.20.2000 CRM CRM activity activity

1195 1195

Hardware Service Line

Remind customer of upcoming user conference

Main

The History

Trans. Trans.

312-451-1576

800-522-1576

10:34:00

Address Address Text Internal Note

Date

PlanDate

Organization

English

Reason Goal Ext. Nr

 SAP AG 2001

n

This component is used by the agent to document (wrap-up) the current interaction. It can also be used to schedule a future activity.

n

Supports Overdue and Planned Activities

n

List of Activities displayed in Navigation Area

n

Processes as Workspace in the Application Area

n

You can change partner data during activity maintenance

n

You can determine which partners appear in activity screen (Customizing)

n

You can send texts, E-mails, attachments, etc. directly to partners

n

You can phone or Fax partners directly from activity screen

n

Agent Inbox Ÿ Will contain Activities along with E-mail - Routed via Work Flow - Activities are routed as work items to the agent Ÿ Completed activities are displayed in business data overview

© SAP AG

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Information in the Activity

Category:

Goal:

• Visit

• Awaken interest

Status:

• Customer care

• Open

• Sales deal

• In processing

• Telephone • Email • Fax

• Completed

• Letter

Status reason: • Successful • Unsuccessful • Follow-up required

Priority: • Very high • High • Medium • Low

Direction:

Accessibility:

• Inbound

• Private

• Outbound

• Public

Freely customizable

 SAP AG 2001

n

Category linked to class. This controls the functions that the system provides for the activity type.

n

Completion grade: currently the system does not offer calculation logic. It verifies that completion is not greater than 100%

n

Activities can be placed automatically in calendar or created automatically from within the calendar.

n

Automatic notification by mail when an activity has been placed in a calendar.

© SAP AG

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7-7


Business Transaction: Activity Org. data determination Text determination Partner determination

Activity

Transaction Type

Business Activity

Task

• Business partner • Assignment of employee responsible • Appointment mandatory • Public

• Business partner not mandatory • Assignment of employee responsible • No appointment necessary • Public or private

...  SAP AG 2001

n

Activity uses general functions for organizational data, texts and partner determination.

n

Two main activity types. These can then be subdivided using categories.

n

A business activity is a type of activity that contains data about an interaction with a business partner on a certain date.

n

A task is a type of activity that contains information about anything one or more employees need to do by a certain date.

n

Other activity types can be defined in Customizing.

© SAP AG

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7-8


Types of Activities

Activity Example (Categories): Business Activity •• Business Business Partner Partner •• Assignment of employee Assignment of employee responsible responsible •• Appointment Appointment mandatory mandatory • Public Public

Telephone call Customer visit Letter

Task •• Business Business partner partner not not mandatory mandatory •• Assignment Assignment of of employee employee responsible responsible • No No appointment appointment necessary necessary •• Public or private private

Preparing a presentation Private date Internal meeting

 SAP AG 2001

n

Activity uses general functions for organizational data, texts, and partner determination.

n

Two main activity types. These can be then be subdivided using categories.

n

Other types can be defined in Customizing.

© SAP AG

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7-9


Mapping of Mobile Sales activity types

To use the Mobile scenario you have to map the Mobile Sales activity types with the CRM business transaction types Business Activity and Task and their categories

Business Business activity activity 0001, 0001, category category EMAIL EMAIL Business activity 0001, category TEL Business activity 0001, category Business Business activity activity 0001, 0001, category category VISIT VISIT Business activity 0001, category Business activity 0001, category LET

Activity Activity type EMAIL Activity Activity type type TEL TEL Activity type Activity type VISIT VISIT Activity Activity type type LETTER

CRM Online

Mobile Sales

 SAP AG 2001

n

The transaction to do the mapping can be found in IMG: Customer Relationship Management →Transactions → Settings for activities

© SAP AG

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7-10


Configuration of Activity Management - 1

l Definition of transaction types: n

TransactionType 0002

n

Description

Incoming Telephone Call

n

Object type

BUS2000110

n

TextDetermProc.

ACT00001 Business activities

n

Partner proc.

00000002

n

Statusschema

CRMACTIV

n

No. range obj.

CRM_ACTIVI

n

Int. no. rge no

01

n

Ext. no. rge no

n

Increment item

n

IncrementSubitm

n

Org. data prof. 000000000001

Business activities

CRM Activity

Standard organ. data profile (header)

 SAP AG 2001

n

A business transaction type must be defined for each type of activity, i.e. phone call, sales call.This defines the properties and characteristics for an activity transaction and defines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A business transaction type controls the processing of a specific business transaction.

n

A business transaction type is assigned to exactly one business object. The business object (for example, activity, opportunity, sales transaction, service transaction) is assigned to one or several application areas. The application area defines the business context in which a business transaction type can be used (for example, service, sales, activity).

Š SAP AG

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7-11


Configuration of Activity Management - 2

l Maintain Activity Reason l Maintain Status Reason l Maintain Categories l Maintain Goals l Maintain Appointment Priorities l Mapping for Activities

 SAP AG 2001

n

The standard system contains activity reasons assigned to the subje ct profile Activity Reason (ACT_00001). These reasons are contained in group profile A000001 and are as follows: Standard activity

Negotiation

Customer Inquiry

Expired Contract

Marketing Activity Opportunity Return Call n

A new catalogue can be created for reasons not included in the standard deliver.

n

The standard delivered statuses are open, in processing and completed. Additional statuses and status reasons can be assigned to an activity.

n

Categories are used to classify activities for evaluation purposes.

n

In order to transfer the activities between CRM and MSA, the subject profile needs to be mapped to its equivalent fields in the MS activity. The subject profile contains fields for the activity reason, status, and reason for the status.

Š SAP AG

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7-12


Configuration of Activity Management - 3

l Perform Settings for Activity Management n

define profile for phone interaction

n

define profile for E-mail interaction

n

define profile for other interaction

 SAP AG 2001

n

The final configuration Customer Interaction Center →Component Configuration → Application Area → Perform Settings for Activity Management

n

In this configuration, you enter the transaction type applicable for each profile area.

© SAP AG

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7-13


Activity Management : Unit Summary

You You should should now: l Understand the integration activities in the Service Interaction Center l Be able to customize the Activity Management component

 SAP AG 2001

Š SAP AG

CR400

7-14


Exercises Unit: Activity Management Topic: Creating Activities At the conclusion of these exercises, you will be able to: â&#x20AC;˘ Create a follow-up activity Review the configuration for activities within CIC As a member of the project team, you need to test the functionality of the activities within the CIC. As a function of the review, the configuration must be verified.

1-1

A contact person with the organization Electronic Media has contacted the Interaction Center and is inquiring about an upcoming promotion. After discussions with the agent, the contact requests a follow-up phone call when the promotion becomes available. Create a follow-up activity to phone the customer one month from to day. The activity type will be Outgoing Phone Call. Set the priority of this activity as high and the reason to arouse interest. Assign a sales area to the activity and verify that all business partners are correct. Save the activity

1-2

Describe the configuration of the activity Outgoing Phone Call. Where in the IMG are the activities configured?

1-3

Š SAP AG

What are the default activities for the CIC?

CR400

7-15


Solutions Unit: Activity Management Topic: Creating Activities

1-1

A contact person with the organization Hi Tech AG has contacted the Interaction Center and is inquiring about an upcoming promotion. After discussions with the agent, the contact requests a follow-up phone call when the promotion becomes available. Create a follow-up activity to phone the customer one month from today. The activity type will be Outgoing Phone Call. Set the priority of this activity as High and the reason To arouse interest. Assign a sales area to the activity and verify that all business partners are correct. Save the activity. In CIC, search for the Business Partner Hi Tech AG (partner #54). Choose a contact person and accept the customer. Choose the Activity tab. The current activity is displayed. Save this activity. Choose Follow up activity (icon on right side of screen) and the transaction type Outgoing Phone Call. Assign the appropriate reasons and status. Choose the Partner tab and verify that they are all assigned the type Business Partner. Choose the Organization tab and assign the appropriate sales organization Verify that everything is correct via the stop lights. If a red light is present, choose the light and error message text will appear. Correct all errors. Save.

Š SAP AG

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7-16


1-2

Describe the configuration of the activity Outgoing Phone Call. TransactionType:

0003

Outgoing Phone Call

Description:

Outgoing Telephone Call

Object type:

CRM activity

TextDetermProc.:

ACT00002

PartnDetProc:

00000002

Status profile:

Status Scheme CRM Activity

Org. data prof.:

ZIDES-01

No. range obj.:

CRM_ACTIVI

Int. no. rge no:

01

Task Business activities IDES Sales CRM Activity

Ext. no. rge no: Where in the IMG are the activities configured? IMG→Customer Relationship Management→Transactions →Maintain transaction types 1-3

What are the default activities for the CIC? IMG → Customer Relationship Management → Basic functions→ Customer Interaction Center (CIC) → Component Configuration → Application Area → Maintain → Profiles for Transaction Workspace

© SAP AG

Transaction pro

Phone

E-mail

Other

Text

ACTPROF1

0002

0004

0002

Default

CR400

7-17


Email Management

Contents: l Overview of E-mail within Service Interaction Center l Action Box Configuration - Email1 l Action Box Configuration - Email_editor l Workflow

 SAP AG 2001 1999

© SAP AG

CR400

8-1


Email Management: Unit Objectives

At the conclusion of this unit, you will be able to: l Understand the integration of E-mail in the Service Interaction Center l Be able to customize the Action Box for E-mail l Understand the delivered Workflow

 SAP AG 2001

Š SAP AG

CR400

8-2


Email Management: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

E-mail E-mailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

© SAP AG

CR400

8-3


E-mail Management: Business Scenario

l E-mail is one of the touch points of the Service Interaction Center. As an agent, you will respond to incoming E-mails. Your responses may include solutions from the Solutions Database l As an implementation consultant, you will be responsible for configuring the E-mail Inbox and Editor

 SAP AG 2001 1999

Š SAP AG

CR400

8-4


E-mail Processing Overview

E-mail arrives in inbox of agent due to Workflow routing

Sets E-mail status to complete and processes next call or E-mail

Replies to customer possibly inserting or attaching solution into E-mail

Auto Reply sent in background

E-mail Processing

Searches Solution Database

Agent selects E-mail for processing

Agent has access to partner information and all past activities

 SAP AG 2001

Ÿ An E-mail from a customer arrives in the Agent Inbox. Ÿ A reply is automatically sent to the customer to acknowledge receipt of the E-mail. Ÿ The agent single -clicks on the E-mail to preview it. If necessary, the agent may forward the Email to another agent for processing. Once it is determined that the customer requires service, the agent double -clicks on the E-mail to select it for processing. Ÿ When the E-mail has been selected, the E-mail functions in the inbox become active and the customer information appears on the screen. In addition, all activities that have occurred with the customer appear in the navigation area of CIC, for example previous E-mail correspondence or sales orders created. Ÿ The agent accesses the Interactive Intelligent Agent (IIA) from the Action Box component to search for solutions from the Solution Data Base (SDB) for the customer. Ÿ The contents of the E-mail are automatically entered in the IIA as search criteria. However, the agent can add additional criteria to search. Ÿ The agent selects the appropriate solution and sends it in an E-mail to the customer. Ÿ Any attachments linked to the solution are included in the reply E-mail. Ÿ The agent sets the status of the E-mail message to Completed.

© SAP AG

CR400

8-5


E-mail Infrastructure 1 Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Warm Transfer Call Processing

Business partner Name Phone Partner Name Partner Activities Objects

Call State DNIS Main

Connected 312-451-1576

Dennis Beck

Translation

800-522-1576

Hardware Service Line

Remind customer of upcoming user conference

Main Business Data Descriptions

Short Text Tsang / Chicago Connie 03800 Candid International 06/06/00 Hardware Problems 26576 Dennis 05/05/00Beck Support Registration 19942 Service Request

Business Activity

BP search

Inbox

Work Areas Workplace of: Tsang E-mails Overdue E-mails Planned Activities

Workplace of: Tsang

E-mailS

Overdue E-mails

BD Display Planned activities

 SAP AG 2001

n

The E-mail Management architecture utilizes the SAPconnect interface and workflow to support the complete process cycle of E-mail. (The architecture of this interface is discussed in the technical architecture unit).

n

The inbound E-mail can originate from an Internet address or the customer’s E-mail exchange server (e.g. Microsoft Outlook or Lotus Notes).

n

E-mail Processing at CRM level Ÿ Inbound E-mail triggers a workflow that processes the incoming document. Ÿ An automatic acknowledgment of incoming E-mails can be sent. Ÿ Deadline processing dates are set and the incoming document is routed to the appropriate agent (based on roles and responsibilities and the HR-OM model). Ÿ The workspace component E-mail1 is used to process the incoming items. E-mails are categorized as E-mails or overdue E-mails based on the deadline dates set in a previous step.

© SAP AG

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8-6


Automatic Acknowledgement of Inbound E-mail

Create automatic answer Created

on 02.02.2000

we received your E-mail regarding “Send confirmation of reception” on 02.02.2000. A representative will contact you as soon as possible.

Yours sincerely, IDES Holding Co.

 SAP AG 2001

n

Workflow can be configured to automatically acknowledge receipt of E-mails

n

The contents of the response can be configured within the workflow task

n

The details of the delivered workflow are discussed later in this unit

© SAP AG

CR400

8-7


E-mail Infrastructure 2 Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Warm Transfer Call Processing

Business partner

Call State DNIS

Name Phone Partner Name Partner

Main

Translation

Remind customer of upcoming user conference

Main

Activities Objects

BD Display Descriptions

Business Activity

BP search

Inbox

Work Areas

Short Text Tsang / Chicago Connie 06/06/00 Hardware Problems 05/05/00 Support Registration

Workplace of: Tsang E-mails Overdue E-mails Planned Activities

E-mails Address

Subject

Recipient

Boris.Bierba Disk Drive..5 service@sapcoe BD Display

Heidi. kramer Request…. 5 service@sapcoe joachim.barn..Special Requ. tsang @sapcoe The red light on the disk drive is blinking. I have attempted a reboot, but the problem persists.

 SAP AG 2001

n

The Inbox displays in the Application Area and includes: - Inbox tree - E-mail lists - Preview Pane - Reply Editor in the Workspace Manager - Integration with the Interactive Intelligent Agent

© SAP AG

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Commands

l Reserve l Create l Reply and Reply with Reference l Send and Re-submit l Forward l Transfer l Attachments l IIA Search n

Insert Solution (Full or Partial)

l My Address (Customer Service, Marketing etc.) l Icons change dynamically based on current process  SAP AG 2001

n

The E-mail response process allows the contact center agent to select an E-mail from the Inbox for processing via the E-mail editor. The above listed commands are available for processing of the mail response.

n

Agents who respond to E-mails must have specific settings in place: Ÿ Call SAP BUSINESS WORKPLACE from the SAP easy access menu Ÿ Go to SETTINGS Ÿ Go to OFFICE SETTINGS Ÿ Select ADMIN INFO tab Ÿ Press ADDRESS MGMT Ÿ Enter your E-mail address Ÿ Enter comm type SMTP Ÿ Log on to the system again

© SAP AG

CR400

8-9


Reply to Customer by Inserting Solution

“Barry.sanders@dttions.com”wrote: >server light is blinking non-stop. >Regards, Barry

Dear Barry, Here’s what’s going on. Summary description of solution 500000000008 Your server is in danger of a system crash. Back-up all your data files and contact local service engineer for corrective service. I will go ahead and page the engineer for you

 SAP AG 2001

n

The IIA search can be utilized to help resolve the problem noted in the E-mail. If a solution is determined, it can be inserted in the response as free form text or attached as a document.

© SAP AG

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8-10


Workspace E-mail - 1

l Maintain profile for E-mail Editor l Maintain profile for E-mail Inbox l Define transaction in Action Box

 SAP AG 2001

n

To enable processing of E-mails within the Customer Interaction Center, you must configure the Action Box.

n

Three steps are involved in this process: Ÿ E-mail Editor - configuration of E-mail response functionality Ÿ E-mail Inbox - configuration of E-mail Inbox Ÿ Action Box - configuration of a transaction to initiate E-mail

© SAP AG

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8-11


Workspace E-mail - 2 Maintain Profile for E-mail Editor Workspace E-mail_EDIT E-mail Editor Conf

EDITORDEFAULT

Editor configuration Text DEFAULT HTML template

CCM_E-mail_EDITOR_SENDER

with ind. Addr. Paste orig. doc Fill string Sash position

22

 SAP AG 2001

n

In this step, you define the parameters for the E-mail editor. This allows an agent to respond to incoming E-mails.

n

Workspace: delivered SAP workspace component for E-mail editing

n

E-mail Editor config: name of configuration being created.

n

Text: description of configuration

n

HTML Template: name of template for the editing screen. CCM_E-mail_EDITOR_SENDER is the delivered template.

n

With ind. Addr.: Allows the agent to chose which address is utilized as the sender’s address on the response. This may be unique to the agent or may be a common address for the department. For example: SERVICE@SAPCOE.COM or BILL.BECK@SAPCOE.COM

n

Paste orig. doc: Determines whether the original document is included in the reply

n

Fill string: Is the preceding character to the lines of the original document

n

Sash position: Is the starting position of the editor display

© SAP AG

CR400

8-12


Workspace E-mail - 3 Maintain Profile for E-mail Editor Workspace E-mail_EDIT E-mail Editor Conf EDITORDEFAULT E-mail addresses E-mail

addresses

SERVICE@SAPCOE.COM

service dept. at Sapcoe

BILL.BECK@SAPCOE.COM

Bill Beck - SIC agent

 SAP AG 2001

n

In this step, you define the agent sender addresses. When an agent is responding to an E-mail, the appropriate address will be utilized. Ÿ Depending on the business process of the interaction center, all E-mails may be assigned the general E-mail address of the service department. In other instances, the individual agent may use their own E-mail address.

© SAP AG

CR400

8-13


Workspace E Mail - 4 Maintain Profile for E-mail Inbox Workspace

E-mail1

Inbox Config.

Config1

Configuration data Text Bpart Element

Default BUSINESSPARTNER OFFICEDOCUMENT

Doc Element

OTHERBUSINESSPARTNERS

Other BPs elem.

E-mailOFSENDER

SenderAddr Elem INFOADDRESS Receiver Elem Activity Elem SubjectElem

ACTIVITY SUBJECT EDITORDEFAULT CCM_E-mail_ITEM_PREVIEW

E-mailEdito Conf HTML TemplE -mail HTML ActivTemp  SAP AG 2001

n

Here you define the profile for your inbox configuration. You can create various inbox configurations depending on your contact centre requirements. As a result of this configuration the E-mail inbox will display in the Application Area and include an inbox tree, E-mail lists, Preview Pane, Reply Editor in the Workspace Manager and integration with the Interactive Intelligent Agent.

n

Inbox config: name of configuration. You can have different configurations for different purposes

n

Text: description of configuration

n

Bpart Element, Doc Element, Other BPs elem., SenderAddr Elem, Receiver Elem, Activity Elem, SubjectElem are elements used in the E-mail processing workflow to identify business partners and route the messages. These fields correspond to the attributes of the object CICSUPRT that is created via the E-mail workflow.

n

E-mailEdito Conf determines the editing screen used in Reply Editor

n

HTML TemplE-mail is a delivered HTML template for integration to the IIA.

n

HTML Activ Temp is not configurable at this time. A default template is used for the editing of the activity.

© SAP AG

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8-14


Workspace E Mail - 5

Maintain Profile for E-mail Inbox

Workspace

E-mail1

Inbox Config.

Config1

WORKFLOWS Ta TS

Task TS10000081

 SAP AG 2001

n

The workspace E-mail1 will initially look at all items in the inbox for an agent. Since there may be other workflow items that are not incoming E-mails, the system needs a means to determine which of the items are actually E-mails and should be utilized in the INBOX. This is accomplished by comparing the Task ID within the item to the TS defined in this configuration step. If the Task ID’s are the same, then the item is an incoming E-mail and will be displayed in the Inbox.

© SAP AG

CR400

8-15


Workspace E-mail - 6

Action Box Settings Transaction Definition Inactive

Workspace

Workspace

EMAIL1

Configuration

CONFIG1

 SAP AG 2001

n

The final step in configuring E-mail, is to create an Action Box transaction.

n

The transaction type will be Workspace

n

The workspace type will be EMAIL1

n

The configuration will be the name of the newly created configuration from the previous steps.

n

Dataflow is not required..

© SAP AG

CR400

8-16


Workflow: Overview - 1

l Workflow: Basic Principles l Workflow: E-mail Workflow Template l Workflow: Agent Determination

 SAP AG 2001

© SAP AG

CR400

8-17


What is a Workflow?

A workflow enables you to

model business processes by using existing functionality for processes that: l Contain a series of activities l Always occur in the same or in a similar form l Involve several people or departments l Require a high degree of coordination The workflow management system controls these processes based on this previously-defined model.

 SAP AG 2001

n

Workflow is a means of linking existing functions to create an efficient business process made up of a series of steps in the system.

n

Note: Ÿ SAPCONNECT is the gateway used to process E-mails.When an E-mail is received via Sapconnect, a workflow template is triggered. How the E-mail is processed, whether or not an automatic reply is sent and and how the E-mail is directed is controlled via tasks within the workflow template. Ÿ This section is intended to provide a basic understanding of workflow and the delivered template MAIL HANDLING. It is not intended as a workflow course, but an introduction of workflow functionality and the areas to be aware of when implementing E-mail within the Service Interaction Center.

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Workflow: Who Uses It?

l Project Manager Project Team n

n

To identify and describe the business processes for tasks Uses the definition environment of the SAP Business Workflow

l End User Agent / Clerk n

Uses the EMAIL1 integrated inbox as a central access point

n

Work to be completed is delivered - as well as all available information

n

Need for calling transactions or using menu paths is eliminated

n

Provides task instructions for the user

n

Office documents as attachments

 SAP AG 2001

n

Project Team: Workflow template: CIC: Handling of Incoming Mail

n

Agent: Action Box transaction: Email1

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Workflow Manager: Components

Open Open Interfaces

Integrated Integrated Inbox

Workflow Manager

Dynamic Dynamic Management Management of Organization and and Responsibilities Responsibilities

Objects Objects & Events

Workflow Workflow Templates Templates

Active Monitoring and Information Information System System

Workflow Definition Definition

 SAP AG 2001

n

The components relevant at runtime include: Ÿ The Integrated Inbox: The central point of entry for an end user wishing to carry out tasks assigned by Workflow. In this case, it is the workspace component Email1 Ÿ Active monitoring and information system: Can be used to monitor whether deadlines for individual processing steps within a workflow are exceeded and to track the status of a workflow as a whole. Ÿ Dynamic management of organizational structures and responsib ilities: At runtime, the system uses current data from the application to determine the agent responsible for a task. Ÿ The components that are important in the definition phase are: - Workflow definition: Business processes can be modeled with the aid of a graphical editor. - Workflow templates: The system contains preconfigured examples of workflow-based business processes in the form of workflow templates. - Objects & events from the BOR: The building blocks used in defining workflows.

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Business Object Repository (BOR)

BOR Object Type BOR Objects Customer 10004711 Customer 10004712 Customer 10004713 ...

Contract

Customer

Methods Change Create Display ...

Key Fields Customer Number ....

Events Attributes Name Customer Group Address ...

Customer Created Name Changed ...

 SAP AG 2001

© SAP AG

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Workflow: Basic Concepts

Organizational Plan

Organizational Plan

Multistep Multistep Task Task Workflow Workflow Definition Definition

Single Single-Step -Step Tasks Tasks

Triggering Triggering Event Event

Triggering Triggering Event Event

Object Object Type Type Method Method

 SAP AG 2001

n

Desktop Application

SAP Functionality

External Applications

The basic structures represented in the slide are configured to answer specific questions: - Method, single -step task, workflow definition: What is to be carried out in the system? - Triggering event: When is the activity to be carried out? - Organizational plan: Who is responsible for carrying out the activity in the system?

n

Object types in combination with their methods encapsulate the functions that are to be executed

n

Single-step tasks are required in order to link the functions encapsulated in the methods with the elements of the organizational plan. All tasks must initially be defined in the system as single -step tasks before they can be carried out as part of a workflow.

n

Multi-step tasks model complete business processes, which can consist of a number of single-step tasks and other step categories (example: a process for making installment plan changes that have to be approved in several steps).

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Workflow Components Start Activity Branch

Parallel Processing Loop

Wait for Event Deadline Monitoring  SAP AG 2001

n

Start: A workflow can be triggered by an event or started via the Workflow Workbench.

n

Activity: This is the step category in a workflow definition where a single -step task is executed at runtime.

n

Parallel processing: Steps that are independent of each other can be processed in parallel. For example, you might have a workflow where every installment plan change triggers an approval step. While the change is waiting to be approved, another step runs in parallel, checking whether sufficient installment plan payments have been received. If this step establishes that the payments have been made, the request for approval is cancelled.

n

Branch: A branch is a step category in a workflow definition where the system chooses at runtime one of a number of possible routes through the workflow definition. Workflow makes the decision on the basis of defined conditions and workflow container values.

n

Loop: If you make the relevant setting, branches of the workflow definition can be repeated indefinitely until a specified event interrupts the loop.

n

Wait for event: Workflow waits until a specified event has occurred (until sufficient payments have been received, for example). You can specify a time limit for this stage (Deadline Monitoring).

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Workflow: Overview - 2

l Workflow: Basic Principles l Workflow: E-mail Workflow Template l Workflow: Agent Determination

 SAP AG 2001

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E-mail Template - CIC Mail Handling 1

Workflow started Append E-mail to ad-hoc objects

Set initial date for deadline

Set initial time for deadline Create CIC Support Object Find Business Partner from E-mail Address

 SAP AG 2001

n

Workflow started: SAPCONNECT is utilized as the interface for incoming E-mail. SAPCONNECT will start the workflow template for mail handling.

n

The workflow template CIC Mail Handling is used to process incoming E-mails.

n

The expression &OFFICEDOCUMENT& , %DATUM% and %TIME % are appended to the container data.

n

The activity Create CIC support object creates the object &CICSUPPORTOBJECT&.

n

The activity Business partner determination according to E-mail address utilizes the container data OFFICEDOCUMENT, SENDER.VALUE, AND COMMTYPE to search the Central Business Partners to identify the sender of the E-mail.

n

If the Business Partner is identified, the workflow branches where priorities are set based on details of the Business Partner.

n

If the Business Partner is not identified, the workflow accepts the initial deadlines and continues to the task DO NOTHING.

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E-mail Template - CIC Mail Handling 2

Append Business Partner to ad-hoc objects Get detail of Business Partner

Set priority according to Business Partner type Set low priority Set medium priority Set high priority

 SAP AG 2001

n

If the Business Partner is identified, the details of the partner are retrieved—Type, Role, Language and Name.

n

Based on the type of Business Partner, the task priority is set as high, low, or medium with a deadline offset

n

Finally, the container data is updated with the workitem and the priority.

n

The branch is terminated.

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E-mail Template - CIC Mail Handling 3

Erase partner data - name

Erase partner data - role

Erase partner data - type

Set deadline offset

 SAP AG 2001

n

If the Business Partner is not identified, the name, role, and type are erased in the container data.

n

A deadline offset is set without priorities.

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E-mail Template - CIC Mail Handling 4

Create automatic answer

Send automatic answer Compute deadline for E-mail processing

DO NOTHING

Workflow Completed

 SAP AG 2001

n

Whether or not the Business Partner was found, an E-mail answer is created. The following text is an example of what can be placed in this answer: Ÿ Dear Customer, Ÿ We received your E-mail regarding "&SUBJECTRECEIVED&" on &DATERECEIVED&. A representative will contact you as soon as possible. Ÿ Sincerely Yours,

n

The E-mail answer is then sent to the Sender of the original mail. This task utilizes the object type CICSUPRT.

n

The next task computes a deadline by adding a given time offset to time and date parameters.

n

The final task DO NOTHING is a workflow representative task that directs the E-mail to the appropriate INBOX via agent determination.

n

The workflow will terminate once the E-mail task has been completed by an agent.

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Workflow: Overview - 3

l Workflow: Basic Principles l Workflow: E-mail Workflow Template l Workflow: Agent Determination

 SAP AG 2001

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Agent Determination

== Determination Determination of of the the persons persons responsible responsible for for performing certain tasks performing certain tasks

? Task

Workflow Tasks

 SAP AG 2001

n

The function of agent determination is to determine the agent responsible for a workflow step. (→ adjust process flows to fit the enterprise structure)

n

Agent determination is based on the company’s organizational plan.

n

Agents are elements in the company‘s organizational plan (an organizational unit, a position, or a user, for example) and are determined at runtime.

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Organizational Plan

Organizational Unit Organizational Unit Job

Organizational Unit Job

Organizational Unit

Position

Position

Holder

Holder

Position

Holder

Holder  SAP AG 2001

n

The organizational plan is a means of modeling your companyâ&#x20AC;&#x2122;s structure in the system.

n

The organizational plan comprises organizational units and all their interrelationships. - Organizational units represent logical business units in your company that can be structured to form a hierarchy that represents your business as a whole. The organizational units can be function-based or region-based or reflect other aspects of your business (examples are: business areas, departments, project groups). - The organizational plan can have any number of organizational unit levels (the slide shows two levels).

n

The organizational plan contains positions that are linked to the organizational units.

n

Positions can have one or more holders assigned to them (and each holder can be assigned to more than one position). Holders are responsible for particular tasks and are one of the following: - A user - someone with a CRM system user - A person - someone, maybe an employee in your company, without a CRM system user Workflow tasks can only be carried out by holders with access to the CRM system.

n

The organizational plan also contains jobs, which describe tasks that occur in a number of different positions.

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Integration of Organizational Management

l Assignment of tasks to the organizational plan l Dynamic determination of the correct agents at runtime l High degree of transparency of business processes and their responsibilities

 SAP AG 2001

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Assigning a Single-Step Task

Job (C)

Role

Organizational Unit (O) Single-Step Single-Step Task Position (S)

User Expression

 SAP AG 2001

n

Single-step tasks can be assigned to several organizational levels.

n

Recommendation: Assign single -step tasks to roles (see the following slides for more information on the concept of roles).

n

Avoid assigning a single -step task directly to a user. Should that person leave your company, you will be forced to reassign the single -step task.

n

The expression can be the initiator of the workflow or a superior, for example.

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Agent Determination

Organizational Unit

Task Confirm Disconnection

Customer Service

Role: Mail Response Organizational Unit

Responsibility Confirmation Paul Walters

Customer Service

Position

Position

Position

Customers A - K

Customers L - M

Customers N - Z

Holder

Holder

Holder

Mr. Miller

Mr. Smith

Mr. Jones

 SAP AG 2001

n

In the Company, there is an organizational unit called Customer Service.

n

Three positions were created in Customer Service, each one responsible for dealing with E-mails from a group of customers. The E-mails are allocated to the holder according to the first letter of the customer’s last name.

n

Each of the three positions is filled by just one holder

n

The task for which the responsible agent in this example, is to respond to incoming E-mails.

n

A role (in the example, the role of Mail Response) describes the criteria that apply in agent determination.

n

In the example, a clerk should be determined on the basis of the last name of the customer who has sent the E-mail.

n

Since the customer’s last name falls into the name range of the third position, Mr. Jones, the holder of this position is selected as the clerk responsible for responding to the E-mail.

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Process of Agent Determination for the Role Type “Responsibility”

Role

Task

• Belongs to an object or process (e.g. Business Patner)

• Requires parameters (e.g. company code, name)

• Provided by SAP

• Determines the responsibilities using these parameters

Responsibility

Organizational Plan: • • • •

Organizational units Positions Jobs Users

Agents or Agent Groups  SAP AG 2001

n

Example: A possible agent is to be determined for responding to E-mail. To do this, agent determination with the role type Responsibility is used: Ÿ A role Mail Response is assigned to the task Do Nothing. To carry out agent determination, the role, Mail Response uses the company code and Business Partner name as parameters. Ÿ For the relevant E-mail, the task Do Nothing provides this role with the following values: - Company code

0001

- Name

ABC Company

n

This information is used to determine a responsibility for the job Agent.

n

According to the organizational plan, two positions (each held by one employee) are assigned to this job. In this case, the role determines two people as possible agents for responding to the E-mail.

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E-mail Management: Unit Summary

You are now able to: l Understand the integration of E-mail in the Service Interaction Center l

Utilize the delivered workflow and agent determination

l

Customize the Action Box for E-mail

 SAP AG 2001 1999

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Exercises Unit: E-mail Management Topic: Responding to incoming E-mails At the conclusion of this exercise, you should be able to: • Respond to an incoming E- mail with an embedded solution from the IIA • Configure the E- mail inbox and editor The call center agent will process incoming E- mail. The IIA is used to find a solution to the problem described by the customer. If a solution is found, the agent can send an E- mail response with the solutions embedded in the text. If no appropriate solution is found, the call center agent should enter a new Service Business Transaction.

1-1

In this exercise you will process an incoming E- mail and find solutions to the problem in the Solution Database. Send an short message to SERVICE@SAPIDES.COM (System-short message) Subject: CRM-## printer problem Text: The paper is not feeding in my printer Recipient: SERVICE@SAPIDES.COM Send. Open the E- mail Inbox of the call center agents. Select Your E-Mail. After the detail displays in the Detail frame, search for and accept the business partner data in Slot 1 Contact Search and Display. Begin processing the E- mail using Send. Now start the IIA using IIA in the E- mail Inbox. Search the Solution Database for solutions to the described problem by entering text in the text window and using Search for results. After applicable solutions have been found, mark the appropriate responses with the Add to Cart flag. Send an E- mail to the Business Partner by choosing <SEND RESULTS>. Paste the solution text in the opened E-mail Editor. Press <SEND>. Completing the transaction should bring up a message that the status of the chosen E- mail has been changed to Completed. In addition, a window will open where the agent can record statistics regarding the effectiveness of the solution database in resolving the issues. Call this customer again and verify that the detail information of the activity and Email has been recorded in the Customer History. Go to the Business Workplace and view your incoming E-mails.

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You should see two E- mails, the first being the automatic response from service@sapides.com acknowledging your E-mail. The second should be the response that you sent from the E- mail workplace within CIC. User Menu àBusiness Transactions àBusiness Workplace à Inbox àUnread Documents. Choose a document to view. 1-2

What are the configuration steps for the E- mail inbox and editor?

1-3

E- mail is processed via workflow. Explain the general flow of E- mails through the workflow.

E- mail

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Solutions Unit: E-mail Management Topic: Responding to incoming E-mails

1-1

There is no solution for this exercise since the exercise is step-by-step.

1-2

What are the configuration steps for the E- mail inbox and editor? IMG → Customer Relationship Management → Basic Functions → CIC → Component Configuration → Application Area → E-mail Inbox Settings → Maintain profile for E-mail Editor Define the parameters that allow the agent to respond to incoming E- mails. IMG → Customer Relationship Management → Basic Functions → CIC → Component Configuration → Application Area → E-mail Inbox Settings → Maintain profile for E-mail Inbox Here you define the profile for your inbox configuration. You can create various inbox configurations depending on your contact center requirements. As a result of this configuration, the E- mail inbox will display in the Application Area and include an inbox tree, E- mail lists, Preview Pane, Reply Editor in the Workspace Manager, and integration with the Interactive Intelligent Agent. Define transaction in Action Box The transaction type will be Workspace The workspace type will be E-MAIL1 The configuration will be the name of the newly created configuration from the previous steps. Dataflow is not required.

© SAP AG

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1-3

E- mail is processed via workflow. Explain the general flow of E- mails through the workflow. The workflow template CIC Mail Handling is used to process incoming E- mails. The activity Create Cic Support Object creates the object &CICSUPPORTOBJECT&. The activity Business Partner Determination According To E-Mail Address uses the container data OFFICEDOCUMENT, SENDER VALUE, and COMMTYPE to search the Central Business Partners to identify the sender of the E- mail. If the Business Partner is identified, the workflow branches where priorities are set based on details of the Business Partner. If the Business Partner is not identified, the workflow accepts the initial deadlines and continues to the task DO NOTHING. Whether or not the Business Partner was found, an E- mail answer may be created. The E-mail answer is then sent to the Sender of the original mail. This task uses the object type CICSUPRT. The next task computes a deadline by adding a given time offset to time and date parameters. The final task DO NOTHING is a workflow representative task that directs the Email to the appropriate inbox via agent determination The workflow will terminate once the E- mail task has been completed by an agent

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Knowledge Management

Contents: Contents: l Overview l Symptoms and Solutions l Search Engine l Ease of Use Functionality l Interactive Intelligent Agent n

Adaptive Learning Engine

n

Optimization Engine and Reports

n

Administration of Database

 SAP AG 2001 1999

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Knowledge Management: Unit Objectives

At At the the conclusion conclusion of of this this unit, unit, you you will will be be able able to: to: l Create and link Symptoms and Solutions l Understand the searching capabilities of the Interactive Intelligent Agent

 SAP AG 2001

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Knowledge Management: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

E-mail E-mailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

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Knowledge Management: Main Business Scenario

l Intelligent Agent are components used in the resolution of service problems. As an agent you will become familiar with the procedures to use this component. l As a knowledge engineer, it will be your responsibility to maintain the database and the corpus compiler

 SAP AG 2001 1999

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Topic Overview

Solution Database • Symptoms and Solutions Attachments such as drawings, URLs, videos

Search Engine • Retrieve symptoms and solutions • Fuzzy searches • No wild cards required

n

Personalization • Frequently Asked Questions • Solution Carts • My Symptoms and Solutions

Interactive Intelligent Agent • Adaptive Learning Engine • Optimization Engine • Administration of Database

 SAP AG 2001

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Overview of Process 1. “Red light flashing”

3. Solutions provided to customer

2. Interactive Intelligent Agent aids in search by suggesting relevant criteria

Solution: 1. Turn power off and on 2. Go to system settings... Solution that is also relevant: 1. Change print cartridge...

Location of light? Speed of blinking light?

Solution Database  SAP AG 2001

n

Provides your customer service agents with the ability to look up solutions related to a problem

n

Allows you to retain the knowledge learned from previous interactions

n

Enables faster resolutions of customer service request

© SAP AG

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Solution Database Topics

l Symptoms l Solutions l Relationship between symptoms and solutions l Navigation l User Settings l Symptom / Solution Status

 SAP AG 2001

n

The Solution Database is a knowledge base that contains symptoms, solutions, and links between symptoms and solutions.

n

The symptom describes problems using text descriptions and pre-defined attributes.

n

The solution provides necessary informatio n, and tasks required to resolve the symptoms.

n

The SDB provides an administrative environment to maintain the symptoms, solutions, and the links.

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Structure of Symptom Symptom Symptom Type Symptom Category (Optional) Symptom Code (Optional) Problem Analysis Codes (Optional) Locations

Default by Symptom Type, but can be changed

Damages Causes Status - System and User Multi-language Description Business Object Link (Optional) Detail Symptom Attributes (Optional) Priority Application Area Validity Dates Validation Category (ies) (Optional)  SAP AG 2001

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Symptom Record Symptom/Solution Edit Goto View System Help

Solution Database: Create Symptom Solution Database

Symptom

HELP TIPS

Symptom Type HW Hardware Created Status Symptom Code Breakdown

Needs Review Requires Onsite Tech

342 System Console Flashing Description

System console flashing Error Message 1576. System will not boot.

Business Object Problem Analysis Detail Linked Solution (1)

Details

Object

Symptom Cat. Subject profile

Servers Hardware

Priority

HW

Application area Val. category

Servers

Val. date from

12/12/1999

/

High

Model ST-109 Val. date to 12/12/2005

 SAP AG 2001

n

Symptoms are typically created by knowledge engineers. The Solution Database provides the following options for creating symptoms: Ÿ Referencing another symptom Ÿ Referencing a service notification from another system Ÿ Keying in information manually Ÿ Using a Symptom Creation Wizard

n

It is necessary to press Enter after entering a value such as Symptom Type to bring in the defaults and update the screen properly.

© SAP AG

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Symptom Type

l Symptom Type is the first level of searching criteria l When creating a symptom, the symptom type defaults information l Defaults can be set in user preferences

Software (Symptom Type) Hardware (Symptom Type) Consumer Questions (Symptom Type)

Examples

 SAP AG 2001

n

When a default is set in user preferences, it does not limit the search to only those defaults. User preferences only affect the relevancy and order in which symptoms are presented.

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Symptom Category

l Symptom Category is the second level of searching criteria l Dependent on Symptom Type

Software (Symptom Type) • Graphic (Symptom (Symptom • Word Processing Categories) Categories) • Operating System...

Consumer Questions (Symptom Type) • Passwords for Web • Nearest Store • Returns / Rebates...

Examples

(Symptom (Symptom Categories) Categories)

 SAP AG 2001

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Symptom Code Group and Code

l Symptom Code Groups provide predefined descriptions to assist with symptom selection l Symptom code groups and codes allows 2 level grouping dependent on Symptom Type Hardware (Symptom Type) l

Breakdown (Symptom Code Group) n n

l

Compatibility / Upgrade (Symptom Code Group) n

Examples

n

l

Fixable by user (Code) Requires certified technician (Code) Upgrade Issues (Code) Compatibility Issues (Code)

Use Questions (Symptom Code Group) n n

Covered in manual (Code) Not covered in manual (Code)

 SAP AG 2001

n

The catalog type for symptoms is D - Code Masks.

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Other Optional Symptom Attributes

Symptom Attributes and Examples

Problem Analysis Codes l Location l Keyboard l Speakers l Damage l Memory board burnt l Monitor malfunctioning l Cause l User Error l Manufacturing Defect l Shipment Damage

Application Area (1 only) l Specific Products

Validation Category (ies) l Release Levels of Software l Revision Levels

 SAP AG 2001

n

There are multiple codes available to classify a symptom. These same codes can be specified during symptom searches. §

n

Specifying these codes during a search does not limit the search, but instead, only sets the relevancy.

Problem Analysis Codes and Symptom Group Codes use the catalog functionality of SAP. (For more information on this functionality, please see the documentation.)

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Symptom Link to Business Objects

l Symptom can be linked to a specific product record using a Business Object Repository (BOR) in CRM 1.2 n

e.g. only occurs on Product Number 1424

l Possible to change the relevancy of chosen records by product while searching for symptoms

 SAP AG 2001

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Structure of Solution Solution Solution Type Solution Category Subject Profile Validation Category Validation Dates Multi-language Description Status – System and User Attachments Internet URL Document (CAD, Word, etc.) Image (.jpg, .gif, etc.) Multimedia  SAP AG 2001

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Solution Record Symptom/Solution Edit Goto View System Help

Solution Database: Create Solution Solution Database

Solution Solution Type Status

HELP TIPS 5000000000203 Requires downlo Description Task

HW Created

Hardware Needs Review

Requires download of driver. Send customer the URL located in the attachment. Attached task list notifies Sale Rep.

Notify Salesperson Attachment www.linwood.com Detail Linked Symptons (1)

Details

Attachment

Solution Cat.

Servers

Subject profile Val. category

Hardware Model ST-109

Val. date from

12/12/1999

Val. date to 12/12/2005

 SAP AG 2001

n

Solutions are typically created by knowledge engineers. The Solution Database provides the following options for creating solutions: Ÿ Referencing another solution Ÿ Referencing a service notification from another system Ÿ Keying in information manually Ÿ Using a Solution Creation Wizard

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Symptom - Solution Relationship

Solution 01 Symptom 01 Solution 02 Symptom 02 Solution 03 Symptom 03 Solution 04

 SAP AG 2001

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Navigation During Symptom / Solution Creation

l Wizards available for step-by-step processing l OCX tree navigation n

Right and left mouse single and double clicks depending on task

l Help tips explain mouse, wizards and user settings l “Focus On List” displays linked symptons/solutions n

Icon in OCX tree must be highlighted for refocusing

l User settings personalize solution database for user

 SAP AG 2001

n

To select multiple items, the shift and Control key may be used with a mouse click.

© SAP AG

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User Settings during Create / Change Mode

l User settings allow personalization of screen l Default Symptom or Solution Type during Create mode l Automatically create a new solution or symptom for linking l Personalize the tree and toolbar view n

All or limited buttons on toolbar

n

Technical key on tree (I.e. symptom number or code)

n

Help tips on tree

n

Details on tree

l Saved by user logon

 SAP AG 2001

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Symptom / Solution Status

l Solution Database records are entered with status Created l Symptom and Solution must be released before it is able to be retrieved by search engine in CIC l If a symptom or solution is changed, the status reverts to Created and it must be re-released

Rele ase

 SAP AG 2001

n

All symptoms and solutions must be compiled in the corpus compiler before they can be searched in CIC. For the knowledge engineer using transaction IS01 (Create / Change / Display Symptom or Solution), all documents are available even if they are not at a released status.

n

If a symptom or solution is changed, the corpus compiler must be re-run before the change takes effect for users. The Corpus Compiler is discussed in the next section

Š SAP AG

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Search Engine

l Corpus Compiler l Text retrieval tool l Searching with the Interactive Intelligent Agent in CIC

 SAP AG 2001

n

The Search engine is comprised of the corpus compile and the text retrieval tool. The Search engine has a client server architecture. The server calls the text retrieval tool to determine which document is valid.

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Corpus Compiler

l Corpus Compiler pre-compiles symptoms and solutions into a text index for searching l Only pre-compiled symptoms and solutions with a released status can be searched l Options: n

Language of symptom / solution

n

Display log of results

n

Compile Symptoms

n

Compile Solutions

 SAP AG 2001

n

Since the symptoms and solutions reside in a run-time memory, the corpus must be updated before the symptoms and solutions can be searched. The design of the corpus is content-dependent, so a query is evaluated against the existing and relevant documents pre-compiled in the lexicon.

n

Corpus is a Latin word that means collection of documents or entities.

n

SAP recommends that this program “TEXT_INDEXING” be run periodically in batch. It can also be started manually.

n

Customizing for the corpus compiler is discussed under search engine customizing.

n

The pre-compiled corpus allows a faster search and retrieval that is executed in memory not in the database.

n

Recommendation: An individual corpus should not exceed 100,000 entries for best performance.

© SAP AG

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Searching with Interactive Intelligent Agent in CIC Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Warm Transfer Business partner

Call Processing Call State DNIS

Name Phone Partner Name Partner

Main

Connected

312-451-1576

Connie Tsang

Translation

800-522-1576

Main

Activities The History Display all With Valid from Exp. Date Status

BD Display Customer History Order Period 04/02/2000 05/17/2000

Business Activity BP search Search now

IIA

View Summary

Symptom / solution results list

Status

Personalize Score

Add to cart

Flashing Green light console Date Date

Description Description

Send Results

Lights flashing on console.

Flashing yellow light console Run diagnostic scan

Trans. Trans.

Hardware Service Line

Remind customer of upcoming user conference

Search Area

Blinking yellow light console Summary description of symptom:374 Flashing yellow light on console Problem damages Yellow light Fast Blinking Summary description of solution:5222 Run diagnostic scan...

Suggested Search Criteria

Color of light? Red light Yellow light Green light

 SAP AG 2001

n

The Interactive Intelligent Agent is called from the Action Box within CIC. IIA occupies a workspace in the transaction area.

n

All areas of the IIA workspace can be resized.

n

Searching is an interactive process. To reduce the number of hits in the symptom list, the IIA proposes suggested search criteria to differentiate between the chosen symptoms.

n

The IIA will be delivered with no default settings actually configured, it is more like a report. To customize the IIA, the following transactions must be run: 1) CRMC_IIA_KERNEL 2) CRMC_IIA_REPORT

n

Within these transactions there is a default button in the upper left corner. By selecting this button, all default settings are set.

n

The same can be accomplished through the following IMG path: Customer Relationship Mgt→ Basic Functions→Intelligence Workbench→Learning Engine or Optimization Engine.

n

Until this step is completed, the IIA will not perform any type of learning.

© SAP AG

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Search Capabilities

l Attribute Search using codes & technical info l Exact or Fuzzy Word Search l Interactive Search n

Change words to be searched

n

Narrow down possibilities with code selection

l No wildcards (e.g. *) or logical operators (e.g. AND / or) l Not case sensitive

 SAP AG 2001

n

A search can be run for an exact search as well as a fuzzy search. The exact search is used for attribute searches such as the codes, code groups or status while the fuzzy search is used to compare the similarity among documents mostly suitable for text search. The flexibility of the search engine can be further extended to fuzzy verbal categorizations of the search criteria. For instance, match exact A, most like B and similar to C.

n

Attributes are pre-defined terms. In SAP terminology, attributes are the codes, code groups, or status customized through the IMG. The attribute search is designed to retrieve documents where certain terms are used. The attribute search in SDB can be integrated with the fuzzy search and the keyword search.

n

Fuzzy search allows users to submit a query in a free-text format. The query can be a sentence, a paragraph or a document. The text search is applied to the SDB to implement the concept of casebased reasoning while each symptom is considered as an existing case, and the text query as a unidentified case. The fuzzy search compares the similarity between two documents (a query is considered as a document) via the pre-compiled lexicons for each document.

Š SAP AG

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Search Engine Scoring

l Each symptom & solution is given a relevancy score during a search l Symptoms & solutions with higher relevancy scores are listed first l Two categories of scoring: texts and attributes (also called criteria or keywords) n

Matching attributes earns 100

n

Higher relevancy score for document having 2 in 10 words versus 2 in 100 words

 SAP AG 2001

n

Under the option View Summary, the user can select Less hits and the IIA will reduce the number of symptoms by one relevancy. Ÿ Example: 4 symptoms matched 3 keywords and similar texts 6 symptoms matched 2 keywords 18 symptoms matched similar texts If the user selects Less hits the 18 symptoms will be removed from the list.

n

It is possible to receive scores over 100.

© SAP AG

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Search Engine Customizing

l

Stop Word Limit n

l

Flexion Length n

l

If length is 3, ignores—the, and, for, it, at, red

Minimum Text Length n

l

identifies the string and replaces with appropriate conversion e.g. # , .

Minimum Word Length n

l

If length is 3, user types flash, search engine finds flashes

Conversion String n

l

this is a %. The text retrieval tool will not display any records that exceed this %

Search string must contain x characters before record is written to the database

Maximum increase in number of words n

If a word appears in more than 45% of the symptoms, key for searching (e.g. replace)

 SAP AG 2001

n

These parameters control what will be added to the Corpus database

n

Each corpus has customizing settings by document type (symptom and solution) and by language to allow for different structures. Ÿ Client Number 20 is used by the solution database - Corpus ID 2001 is used for symptoms. - Corpus ID 2002 is used for solutions.

© SAP AG

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My Symptoms and My Solutions

l User defined list of frequently accessed symptoms and solutions l Can be automatically or manually updated l Reduces search times

My Solutions

 SAP AG 2001

n

My Symptoms and My Solutions appear near the top of the Results list. They can be accessed quickly before a search is even required.

n

The user has two options for updating the My Symptom and Solution lists. In User Settings, if the setting Automatic update of my symptoms/solutions from cart is on, the system automatically updates the list. If this setting is off, the list is only updated when the user clicks on a symptom / solution and selects the option to add it to the My Symptom / Solution list. This is done either through the menu or right mouse button.

Š SAP AG

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User Settings

l Default Products by User l Display options: n

Solution cart

n

Frequently asked questions

n

Recently and frequently searched symptoms and solutions

n

Others solutions selected by agents who selected the solutions in cart

l Confirmation Options n

Simple, Detailed or No Confirmation

n

Set Defaults

 SAP AG 2001

n

Note: This customizing option appears only on the Interactive Solution Search screen and is not available on the CIC screen.

n

Display options customize what nodes should appear in the results list.

n

Confirmation dialog box appears after a search is completed. The results of the confirmation update statistics for the knowledge engineer and provide input for the optimization engine.

Š SAP AG

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Frequently Asked Questions

l Most frequently asked questions about a Product compiled by knowledge engineers n

May be selected by frequency of access or other criteria

n

Descriptive titles may be written for faster access

l FAQ can be displayed automatically in the results list or be manually requested

?  SAP AG 2001

n

The FAQ is organized by product. After a product is selected, the knowledge engineer may link symptoms and solutions to the product.

n

There are two methods of selecting symptoms and solutions: Ÿ Searching existing symptoms including attributes Ÿ Proposing symptoms based on access frequencies

n

A symptom may also be disconnected from a product if it no longer applies.

© SAP AG

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Optimization Report

l Three views of statistics report: n

Knowledge Refinement Proposals (default)

n

Error Probabilities

n

Number of Hits

l Three components of report: n

Symptom list

n

Summary area

n

Excel workbook

l Format of the symptom list and Excel workbook depend on the report views the user has selected l Summary area shows summary statistics for the currently selected symptom  SAP AG 2001

n

Summary statistics are shown in the gray summary box area for the currently selected symptom only. To see summary info for a new symptom, select the new symptom.

n

In customizing for the Optimization report, the minimum number of accesses recorded for an individual symptom to be reported to the knowledge engineer can be set. If you enter a value of 10 in this option, a symptom with less than 10 accesses recorded will not display to the knowledge engineer running the statistical report.

Š SAP AG

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Knowledge Refinement Proposals View

l Action proposals: n

Improve the symptom content

n

Add new code and code groups

n

Create a new symptom

n

Create a new solution or solution link

l Information gathered from dialog box after agent selects a solution

 SAP AG 2001

n

In this view, the report is broken up into four sections. Each section represents a different proposal type, also known as an action suggestion. In this view of the report, each symptom can be listed four times, once under each proposal type heading.

n

Each of the four proposal types can be raised by one or more combinations of user responses to the three questions posed by the IIA statistics simple confirmation dialog box. Certain combination of responses can raise more than one proposal type. Some combinations do not raise any proposal types.

n

The Excel chart depicts the relative percentage-contribution of each proposal type to the total or occurrences. It does not reflect individual symptoms. Therefore, the chart does not adjust when the user selects a new symptom.

n

In customizing, the user can set the minimum sum of false-positive and false-negative errors recorded for an individual symptom to be reported to the knowledge engineer. For example, if you enter a value of 10 in this option, a symptom with less than 10 errors recorded will not display for the creation of new symptoms to the knowledge engineer running the statistical report.

Š SAP AG

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Knowledge Refinement Proposal Example

l Total times accessed = 26 l Total errors recorded = 20 l Proposed but not selected = 19 l Fail to propose = 1 l Need to modify immediately (Severity index =0.98) l 34.62% customers feel the symptom content is not accurate enough to match the real-world problem after searching the symptom.

 SAP AG 2001

n

According to the above information, this symptom was accessed 26 times. This means that IIA proposed this solution on 26 different search occasions. However, 19 times the symptom was not selected by the user. In addition, IIA failed to propose the symptom one time when it should have been proposed (i.e. The user eventually located and selected this symptom.)

n

The Severity Index is mathematically determined by IIA based on the settings maintained in transaction CRMC_IIA_REPORT. The complex intricacies of these mathematical operations are not addressed here. However, the higher the index (i.e. the closer it is to 1.00), the more severe the problem. Hence, the greater the need to modify the symptom via the recommended proposal types.

n

In the example, statistics are only provided for one proposal type: Improve the Symptom Content. No proposal type occurrences were raised by users for Create a New Symptom, Add New Code and Code Groups, or Create a New Solution or Solution Link.

n

To calculate the percentage for a proposal type such as Improve the Symptom Content, IIA divides the number of code-improvement proposal types by the number of times the symptom was accessed. Ÿ Equation: proposal type occurrences / access number = proposal type percentage Ÿ 9 / 26 = 34.62%

© SAP AG

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Knowledge Refinement Proposals

Are questions helpful in identifying the solution? 1a. Do not know 1b. Yes 1c. Some of them 1d. No

2. Is your problem identified and described as a symptom? 2a. Not sure 2b. Yes 2c. Partially 2d. No

3. Can the matched solution solve your problem? 3a. Do not know 3b. Yes 3c. Maybe 3d. No

1c AND 2b = Improve the symptom content OR 1c AND 2c = Improve the symptom content

 SAP AG 2001

n

A complete listing of the combinations of responses to the IIA Statistics simple confirmation dialogbox can be found in the IIA User Guide.

n

Certain combinations of responses to the three questions posed by the IIA Statistics simple confirmation dialog-box can cause one of the four proposal types to be raised.

n

Not all combinations of responses to the IIA statistics simple confirmation dialog-box results in the raising of an action (such as create new symptom, improve content, etc). Other combinations can result in multiple action suggestions.

n

In customizing, you can determine the minimum number of errors recorded for an individual solution before the solution is proposed for an action. The default for the four action proposals is zero.

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Error Probabilities View

l Symptoms sorted by error probability in five ranges l Higher the error probability, the greater the chance that the symptom will be incorrectly proposed or omitted in future searches

Symptoms in the error range of: • 0.80 to 1.00 (highest probability of error) • 0.60 to 0.80 • 0.40 to 0.60 • 0.20 to 0.40 • 0.00 to 0.20  SAP AG 2001

n

The Excel chart depicts the relative percentage-contribution of each error-probability range. It does not reflect individual symptoms. Therefore, the chart does not adjust if the user selects a new symptom. The Excel workbook also contains a worksheet providing a breakdown of symptoms and symptom ranges.

n

The number of error category ranges can be changed in customizing. The default is five.

© SAP AG

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Access Numbers View

l Symptoms sorted by the number of times the symptom has been accessed (e.g. number of hits) into evenly spaced ranges l How many ranges are shown is determined in customizing with five as the default

 SAP AG 2001

n

Understanding which symptoms are accessed the most can point out where documentation is weak or where training is required. It is also important to make sure that these solutions are well written since they are the most used.

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Resetting Statistics

l After Knowledge Engineer implements the suggestions of the Optimization Report, statistics should be reset to zero l Statistics can then start accumulating with the changes

 SAP AG 2001

n

Resetting statistics is done by the menu option Edit→Reset Error to Zero or by pressing the appropriate icon on the toolbar.

© SAP AG

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Knowledge Management: Unit Summary

You are now able to: l l Create Create and and link link Symptoms Symptoms and and Solutions Solutions l l Understand Understand the the searching searching capabilities capabilities of of the the

Interactive Interactive Intelligent Intelligent Agent Agent

 SAP AG 2001 1999

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Exercises Unit: Knowledge Management Topic: Utilizing the SDB and the IIA At the conclusion of this exercise, you should be able to: • Utilize the IIA to find a solution. • Personalize your IIA display • Describe the relationships between symptoms and solutions and the Corpus Compiler The SDB and IIA are tools to search for possible solutions to problems. You will use this tool to search for solutions and then email them to yourself.

1-1

Activate the workspace IIA. Search in the Solution Database for solutions to the following described problem: PAPER JAMS. How many solutions are listed? Pick two solutions and mail them to yourself.

1-2

What are the configuration steps for the IIA?

1-3

Explain the relationship of symptoms, solutions, and the SDB. What is the Search Engine?

1-4

Change the personal settings of the IIA to display the hit list tree on the right hand side.

© SAP AG

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Solutions Unit: Knowledge Management Topic: Utilizing the SDB and the IIA

1-1

Activate the workspace IIA. Search in the Solution Database for solutions to the following described problem: PAPER JAMS. How many symptoms are listed? Four Pick two solutions and mail them to yourself.

1-2

What are the configuration steps for the IIA? Action Box transaction with workspace IIA

1-3

Explain the relationship of symptoms, solutions, and the SDB. What is the Search Engine? The Solution Database is a knowledge base that contains symptoms, solutions, and links between symptoms and solutions. The symptom describes problems using text descriptions and pre-defined attributes. The solution provides necessary information and tasks required to resolve the symptoms. The SDB provides an administrative environment to maintain the symptoms, solutions and the links. The search engine is comprised of the Corpus Compiler and the text retrieval tool. Corpus Compiler “pre-compiles” symptoms and solutions into a text index for searching. Only pre-compiled symptoms and solutions with a released status can be searched. The text retrieval tool, Interactive Intelligent Agent, is called from the Action Box within CIC. The IIA occupies a workspace in the transaction area. Searching is an interactive process. Since the symptoms and solutions reside in a run-time memory, the corpus must be updated before the symptoms and solutions can be searched. The pre-compiled corpus allows a faster search and retrieval that is executed in memory, not in the database.

1-4

© SAP AG

Change the personal settings of the IIA to display the hit list tree on the right hand side. Choose Personalize in the IIA.

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Service Transaction

Contents: l Overview of Service Order within Service Interaction Center l Configuration for the Service Order

 SAP AG 2001 1999

© SAP AG

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Service Transaction : Unit Objectives

At At the the conclusion conclusion of of this this unit, unit, you you will will be be able to: able to: l Understand the Service Order l Be able to customize the Service Order Workspace

 SAP AG 2001

Š SAP AG

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Service Transaction: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

E-mail E-mailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

© SAP AG

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Integration of Service Transaction Telephony Edit Goto Incoming calls Agent System Help

Customer Interaction Center Inwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind Transfer Business partner Name Phone Partner Name Partner

Call Processing

ABC Technology 523-345-2243 554 Main

Call State DNIS

Connected

312-451-1576

Connie Tsang

Translation

800-522-1576

Hardware Service Line

Remind customer of upcoming user conference

Main

The History Display all With Valid from Exp. Date Status

Business Data Customer History Order Period 04/02/2000 05/17/2000

The BP search

Inbox

Service

IIA

General Order Data Transaction no Trans. desc

Transaction Type

TSRV

Service Order

Repairs required on machine

Text

Contact

Object

Status

Organization

Partner

Text

Trans. Trans.

Date Date

Description Description

1195 1195

5/17/2000 CRM 5/17/2000 CRM activity activity

1288 1288

4/21/2000 4/21/2000 CRM CRM activity activity

1266

4.20.2000 CRM activity activity

Internal Note

English

 SAP AG 2001

n

The business transaction TSRV creates a service request within CRM. All mandatory fields must be entered and when contact with the partner ends, a service request number is generated and the request is moved to the BDD.

n

The service request can be opened and changed from the BDD or the Customer History.

n

A status procedure controls when changes may occur. When the request is first saved the status is set to Open. Upon the completion of all mandatory fields without errors, the status is changed to Sent to R/3. With these two statuses, changes can occur. However, once the request is set to Completed you cannot make changes.

n

When error free, the service request is sent to the R/3 OLTP via the middleware and BDOCs. At the R/3 OLTP, a service notification of the type service request is created.

Š SAP AG

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Integration of Service Transaction

l Text (freely definable), multi-lingual l Contact n

Priority: 0 – 9, Category, Goal, Direction

l Object n

Product, Damage

l Status l Organization n

Sales

n

Service

l Partner

 SAP AG 2001

n

Text can be maintained for different languages.

n

Contact information can be entered for statistical processing.

n

The specific product can be entered along with a description of the damage.

n

The status controls when the request may be modified on the CRM system. Ÿ Open

yes

Ÿ Sent to R/3

yes

Ÿ Completed

no

n

Organizational data specific to the sales organization as well as the service organization can be maintained.

n

Partners are determined thru a partner determination.

© SAP AG

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Configuration of Business Transaction (1)

l Definition of transaction types: n

TransactionType TSRV

n

Description

Service Order

n

Object type

CRM Service Transaction

n

TextDetermProc.

SRV001 Service Order

n

Partner proc.

00000002

n

Statusschema

CRMSERV

n

Org. Data Prof

Service

n

No. range obj.

CRM_SERVICE

n

Int. no. rge no

01

n

Ext. no. rge no

n

Increment item

n

IncrementSubitm

Service Order

 SAP AG 2001

n

A business transaction type must be defined for the service workspace. This defines the properties and characteristics for the transaction and defines the control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile). A business transaction type controls the processing of a specific business transaction.

n

A business transaction type is assigned to exactly one business object. The business object (for example, activity, opportunity, sales transaction, service transaction) is assigned to one or several application areas. The application area defines the business context in which a business transaction type can be used (for example, service, sales, activity).

n

The final configuration is to assign the transaction type to the CIC Profile attribute WS_SERVICE_REQUEST.

Š SAP AG

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Service Transaction: Unit Summary

You should now: l Understand the integration of the service order

in the Service Interaction Center l Be able to customise the business transaction

for service order.

 SAP AG 2001

Š SAP AG

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Exercises Unit: Service Transaction Topic: Creating a service request At the conclusion of this exercise, you should be able to: • Create a service request in CRM • View the service request from the Customer History Hi Tech Ag dials the contact center and requests service at a particular address. As an agent, it is your responsibility to create a service request for this customer. At a later date, you will confirm that the service has been completed and change the status of the request. 1-1

Find the customer Hi Tech AG (partner 54). Choose a contact person and confirm the customer. Verify that the customer information has been moved to the BDD and the Customer History is displayed.

1-2

Create a service request with the following information: Description: Text: Contact: Partner: Errors:

customer is looking for repair – student## Enter any text to explain the type of repair enter a category, priority, direction and a goal assign all partners the type of Business Partner Choose the stop lights and review the errors

Save the transaction. 1-3

Find the Business Partner again and verify that the service transaction is in the Customer History. Choose the service request and review the information.

© SAP AG

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Solutions Unit: Service Transaction Topic: Creating a service request

There are no solutions to these exercises.HYPERLINK

Š SAP AG

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Course Wrap Up

 SAP AG 2001

© SAP AG

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Course Wrap-up: Overview Diagram

Overview Overview

Activity ActivityManagement Management

Getting GettingStarted Started

E-mail E-mailManagement Management

Agent AgentFunctions Functions

Knowledge KnowledgeManagement Management

Creating CreatingaaCIC CICProfile Profile

Service ServiceTransaction Transaction

Configuring ConfiguringComponents Components

Technical TechnicalArchitecture Architecture

Action ActionBox BoxConfiguration Configuration

Course CourseWrap-up Wrap-up

 SAP AG 2001

© SAP AG

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Course Content

Preface Unit 1

Overview

Unit 7

Activity Management

Unit 2

Getting Started

Unit 8

E-mail Management

Unit 3

Agent Functions

Unit 9

Knowledge Management

Unit 4

Creating a CIC Profile

Unit 10

Service Transaction

Unit 5

Configuring Components Unit 11

Technical Architecture

Unit 6

Action Box Configuration Unit 12

Course Wrap-up

 SAP AG 2001

© SAP AG

Exercises, Solutions Appendix

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Course Goals

You are now able to: l Use Customer Interaction Center as an agent l Understand the functions of the Service

Interaction Center scenario l Customize Customer Interaction Center for

different business uses l Understand the technical architecture of Service

Interaction Center

 SAP AG 2001 1999

Š SAP AG

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12-4


Recommended Follow up Courses Level 3 CR200 3 days Mobile Sales

5 days CR310 Mobile Client: Customizing and Workbench

CR210 3 days Mobile Service 3 days CR220 Internet Pricing and Configurator

Level 2 2 days CR010 Overview SAP CRM

ECO220 5 days Internet Sales

CR600

CR500 CRM/ECO Middleware

3days

2 days

Marketing Planning & Analysis

CR750 2 days Telesales & Telemarketing

3 days CR400 Contact Center in CRM: SIC

3days CR540 Middleware for Mobile 3days CR550 Middleware Modifications

 SAP AG 2001

Š SAP AG

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12-5


Recommended Follow-up Activities

l Go through the exercises l Read documentation l Review the ASAP for CRM l Review the SAP CRM / BBP Release 2.0B Help l Read release notes

 SAP AG 2001 1999

© SAP AG

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Appendix

 SAP AG 2001

© SAP AG

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Appendix A: Telephony controls and Agent Work Mode The total list of telephony controls and agent work modes provided is: •

Agent Login Logs the agent into the switch into the specified queue.

Agent Logout Logs the agent out of the switch from the specified queue.

Set Agent Workmode Ready - Available to receive calls Not Ready - Not available to receive calls Work Ready - Working on previous call, but available to receive calls Work Not Ready - Working on previous call, not available to receive calls.

Inwait (Wait for Call) Set the agent’s workmode to Ready and hourglass until a call is delivered. If there is already a call at the extension, do not hourglass—just return immediately.

Inwait answer Wait for call, then automatically answer the call.

Cancel Inwait Set the agent’s workmode to Not Ready and unblock any other sessions blocking in Inwait (Wait for Call).

Answer Call Answer an alerting call at the extension. If no call is selected by the R/3 application, the CTI server finds the call and answers it.

Consultation Call Place the existing call on hold and issue a consultation call to another number. If there is no call at the extension, make an original call from the extension to another number.

© SAP AG

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Reconnect Call After a cons ultation call, when the original call is still on hold, the agent may want to drop the consultation call and reconnect to the original call. With some switches, the reconnect call operation is the only way to do this.

Alternate Call When two calls are at an extension, alternate between the held call and the active call. May not be supported by all CTI servers and switches.

Conference Call Conference a held call and an active call together so that all parties can communicate.

Blind Transfer Take an active call and unconditionally transfer it to a supplied number. The agent cannot determine whether the call reached its intended destination.

Warm Transfer Place the existing call on hold, then place a consultation call to a number supplied by the agent. If the agent successfully reaches the party, the agent may transfer the held party to the consulted party. After the transfer, the agent is dropped from the call.

Hold Call Place an active (connected) call at the extension into a held state.

Toggle held state Toggle hold/unhold states.

Retrieve Call Retrieve a held call at the agent’s extension into the connected state. No other call at the extension may be active—there may only be one active or connected call at any one extension at any one point in time.

Deflect Call Deflect an alerting (ringing) call from the agent’s extension to another extension or queue. Some switches do not support this operation.

Drop Self Drop the agent’s extension from a conference call. The call is not destroyed; the other parties on the conference call may continue to communicate.

© SAP AG

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Drop Party Drop a specific party (other than yourself) from a conference call. Not all CTI servers support this for all users, as it can be interpreted as a supervisory function.

Place outbound call Place call.

End Call Destroy a call (disconnect all on-switch parties from a conference call). Some switches/CTI servers only disconnect the agent from the call and do not tear down the existing call; therefore, this operation’s action depends on the switch and CTI server.

End call / inwait End a call, go into ready work mode and wait for new call.

End call / work / not ready End a call, then go into 'after call' mode (for follow-up work). Not available to take calls.

End call / not ready End a call, then go into not ready mode (for other purposes, e.g. lunch break,…).

End call / work ready Switch work mode to work-ready, then end call.

End call / inwait answer End call, wait for another new call, and automatically answer it.

Refresh from call-attached data Refresh onscreen data (Business Data Display) from call-attached data. Must have one or more calls at extension for this to be effective.

Refresh callstate Refresh the Call State window manually.

Quit call management Leave the application.

© SAP AG

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Appendix B: SAPphone - CTI Interface In CIC, all soft phone controls of the agent screen and all different work modes and statuses of the agent are communicated through the SAPphone - CTI interface. This interface is a published RFC Interface of R/3. SAPphone currently provides an extensive number of APIs, which are the central gateway between the R/3 system applications (for example, CIC) and the CTI middleware products / telephony servers. The SAP Complementary Software Program is preparing a certification process for the SAPphone RFC interface. A list of available telephony servers will be published by CSP on SAPnet.

Š SAP AG

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Appendix C: Call Center Glossary Action Box – A component with which an agent can perform available business transactions. The business transactions are organized by tabs. The action box pre-fills transactions with information from the business data display. Activity – An action performed by an agent. CIC components flag activities for logging purposes. Agent - A person who handles inbound or outbound calls. synonyms: customer service representative (CSR), telephone service representative (TSR), rep, associate, consultant, customer service professional Agent login – The act of an agent signing onto a queue. Agent logout - The act of an agent signing off from a queue. Agent work mode – The state of an agent in terms of what the agent is doing and whether the agent can accept calls. Automatic Call Distributor (ACD) - The specialized telephone system used in incoming call centers. It is a programmable device that automatically answers calls, queues calls, distributes calls to agents, plays delay announcements to callers, and provides real-time and historical reports on these activities. It may be a stand-alone system, or ACD capability may be built into a CO, network, or PBX. Automatic Number Identification - A telephone network feature that passes in real time the caller’s phone number to the call center Synonyms: Caller ID (US), Calling Line Identification (CLI) (non-US). Blind transfer call – A call that an agent transfers to another agent without first talking to the other agent. Business Data Display – A component that displays business objects such as customers, sales orders, and service notifications that an agent has touched, created, or changed during a call. Call-attached data – Information relating to a call, generally collected through an IVR before the call reaches an agent or added by a previous agent during the call. Callback queue – A grouping of calls to be made by agents at a future point in time. © SAP AG

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Caller ID - See Automatic Number Identification. Call Center - An umbrella term that generally refers to reservations centers, help desks, information lines, or customer service centers, regardless of how they are organized or what types of transactions they handle. The term is being challenged by many, because calls are just one type of transaction, and the word center doesn’t accurately depict the many multi-site environments. Call state – A component with which an agent can view the telephony state of any party participating in the call. CIC profile - an outline of information that determines how CIC functions. A CIC profile identifies a framework ID and individual profiles of components in the framework. Component container - A special type of component that increases the number of components the front office can include from six to eleven. It accomplishes this by including up to five components in one tab-strip customizable subscreen. Component - A major feature in CIC and the functionality behind it. A component can be either visible or hidden. A visible component presents a subscreen, which the CIC framework includes in one of its six subscreen areas or “slots” in the front office. A hidden component provides a feature that has no visible interface.

Conference call – A call that generally connects three or more parties so that every party can speak with every other party. Consultation call – A call in which an agent puts a party on hold and then calls another agent or party. Contact Search and Display – A component that displays information about a caller. CIC can determine this information from ANI and display it automatically when the phone call arrives. Or, the agent can search for the informatio n manually. Computer Telephony Integration (CTI) - The software, hardware, and programming necessary to integrate computers and telephones so they can work together seamlessly and intelligently. Customer Interaction Center - The R/3 application offering call center functionality to customer service organizations. The CIC application enables agents to process inbound and outbound calls and process any business transaction related to a customer. Companies can use CIC in a variety of business scenarios including sales, service, collections, or human resources.

© SAP AG

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Deflect – The act of sending an inbound call to another extension or queue without answering it. Dialed Number Identification Service – A telephone network feature that passes a numeric string to a call processing system to indicate which number the caller dialed. Framework – A program that determines the front office configuration based on the CIC profile and executes all component programs. The framework consists of configuration tables, the front office screen, a default empty subscreen, titles, and component processing functionality. Framework ID – A unique alphanumeric name of up to 15 characters that identifies a list of components. Front office - The main CIC screen from which an agent performs activities and transactions. It can be customized for agent and business needs. Hold – The act of putting a party in a state of waiting. Inbound call - A call received by a call center from an outside party. Inwait – The mode in which an agent is available to receive calls. Logging – The recording by CIC of call-related activities including activities performed by agents, events occurring in the background, and business transactions. CIC writes the recorded information to logging tables. Outbound call – A call placed by an agent or predictive dialing system to an outside party. Predictive dialing - An external system that automatically places listed outbound calls and delivers answered calls to agents. When the dialer detects a busy signal, an answering machine, or ringing but no answer, it puts the number back in the list. Queue – A list defined in a switch to which calls are placed until an agent becomes available. Quick Keys - A maximum of 12 pushbuttons that act as fast access keys for any function or transaction call of CIC or the R/3 System. Reminder scripting - Scripting that appears when certain activities occur. It provides basic instructions and reminders.

© SAP AG

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Script - Text created in SAPscript for reminder scripting. It can be fully customized and can include variables. Slot – One of the six subscreen areas in the front office. Switch – An electronic device that opens or closes circuits, completes or breaks an electrical path, or selects paths or circuits. Telephony controls – Controls typically available on a telephone that are available in the CIC front office via pushbuttons. Telephony server – Specialized telephony software that acts as a bridge, directly or indirectly depending on configuration, between the R/3 System and a PBX or computer telephony integration (CTI) middleware system. Toolbar - The component that determines the application toolbar CIC uses. Although the application toolbar is visible to the agent, this component is a hidden component, because it does not present a subscreen. Visible component - A component that presents a subscreen, which the CIC framework includes in one of its six subscreen areas in the front office. Warm transfer call – A call in which an agent asks another agent to accept a call before transferring the call.

© SAP AG

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Appendix D: Acronyms ACD

Automatic Call Distributor

ACW

After Call Work

ANI

Automatic Number Identification

ARU

Audio Response Unit

BRI

Basic Rate Interface

CCR

Customer Controlled Routing

CI

Customer Interaction

CIC

Customer Interaction Center

CPE

Customer Premises Equipment

CS

Customer Service

DN

Dialed Number

DNIS

Dialed Number Identification Service

ISDN

Integrated Services Digital Network

IVR

Interactive Voice Response

IXC

Inter Exchange Carrier

LAN

Local Area Network

LEC

Local Exchange Carrier

PABX

Private Automatic Branch Exchange

PBX

Private Branch Exchange

PRI

Primary Rate Interface

PSN

Public Switched Network

TAPI

Telephony Applications Programming Interface

TSAPI

Telephony Services Application Progra mming Interface

VRU

Voice Response Unit

Š SAP AG

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SAP CR400 CRM-Contact Center  
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