BW and CRM - Interactive Centre

Hi All - I'm currently working on an SAP and CRM implementaton project and am new to CRM. I couldn't find any useful information in this regards. If any have worked in this module, please provide me some information and help.
Thanks. Points will be assigned

Hello Claudia.
If it helps you to go a little further, I work with a BI 7.0 integration with CRM4.0 system.
I think that when you are referring to 'Interactive Centre', you are referring the application Interaction Center Webclient, available at CRM system.
This application is designed for Call Centers, so that agents can use it to register contacts, create service tickets, make survey's, etc,etc...
For me, the most important datasource is 0CRM_SRV_PROCESS_H that extracts all information related to header information of CRM service orders (you have also 0CRM_SRV_PROCESS_I for extracting the items information), and 0CRM_SALES_ACT_1 for contacts (Interaction Records).
But there's a lot of other datasources that can help you to get more CRM information. They usually start with prefix 0CRM* and you can get a list of them at RSA5.
Kind regards.

Similar Messages

CRM Interaction Centre - Video Demo or Success Stories

Hi
I am a new CRM Trainer and rolling out CRM Interaction Centre to my organisation.
I have been searching the web to try and find a suitable video to show in the training sessions to set the scene. I'd love to see a video of someone actually using CRM Interaction Centre while talking to a client, or even better to see a video of a customer success story to describe the benefits it has brought. We have our own e-learning videos but seeing it already in action I think would bring it to life.
If anyone knows of any similar content out there that is available to use - I would appreciate you letting me know.

Hi Jayne,
You should check out the Early Knowledge Transfer http://service.sap.com/rkt-crm Select your release on the left hand side and then on the right hand side under 'Select your Learning Map' choose Interaction Center.
There are a number of demo's and presentations on the different functionalities. I use this quite a lot and find it a great resource.
James

CRM Interaction centre document v5.0

Hi
Does anyone know what is the lastest document available for CRM Interaction centre for v5.0. Also if there is one available, where can I get hold of it?
Are these available on the marketplace?
Regards
Avi

Yes they're on the marketplace.
Check out this thread: [Links to CRM Documentation;

CRM Interaction Centre - Error when display an attachment

Hi All,
I'm getting this error when I try to display the attachment in CRM.
"No document display because of missing Customizing for HTTP service '/default_host/sap/bc/contentserver' -> See SAP Note 606745"
We have activated the contentserver in transaction SICF. I can attach a document but cannot display...I can attach .doc and pdf files.
Is there any missing settings to display that attachment?
thanks,
Ken

Hi Ken,
Follow the guidelines of the note-606745 to resolve ur issue, we had the same problem.
Regards,
Kumar

Accessing CRM Interaction center outside network

Hi,
I have a basic question for better understanding.
We have CRM ISA and CRM Interaction center.
Our customers are able to log in to the Online Ordering website through Internet.
But the URL for CRM Interaction center is not working, if I try to log through Internet (It works only if Iam in client network or VPN)
To me both are channels in CRM and in that case why it is behaving diffrently.
Regards
Babu

Hello All,
Appreciate if you could provide any pointers. I think this either mite be related to the code link property of the iview or the PCD path of pages/roles which we do in CRM SPRO.
Regards
PN

CRM - Customer Interaction Centre

Hi,
From a functional perspective of CRM - Customer Interaction Centre (CIC), what needs to be learnt ? Please provide links to those.
Please help
Regards

Hi,
The CR410 material is part of SAP CRM Academy.
But, you can also find useful information in:
SAP Help - Interaction Center
http://help.sap.com/saphelp_crm70/helpdata/en/91/5af2e75d6343e2808b461db9bef60f/frameset.htm
and SAP Press books, such as
Maximizing Your SAP CRM Interaction Center, written by John Burton.
http://www.sap-press.com/products/Maximizing-Your-SAP-CRM-Interaction-Center.html
Regards,
Heber Olivar

CRM Interactive Reports - CRM and BI Reporting client same

Hello all,
I am setting up CRM Interactive reports in CRM 7.0 wherein the CRM client and the BI Reporting client are both the same. I know it is not recommended by SAP, but our requirement is very less.
I am following the steps as mentioned in the Best Practices C41. But, when I am trying to set up a source SAP system in RSA1(Section 4.14 of C41), i get an error saying that 'Source system XXXCLNTYYY already exists'. This is the same system which has already come under the BI node in RSA1.
Since we are using the same client for both the systems, how do I rectify this error?
Please help!
Regards
Debolina

Dear Srinivas,
One of the purposes of CRM Interactive reporting is quick-enablement of frequently used reports. Ofcourse these differ in all aspects with BI reports. These are faster and accurate when the data population is small.
It is not suggested to use dedicated BI server for Interactive reporting.
Anyways we can use both Interactive and BI reports simultaneously as per your client's requirement.
Hope it helps.
Thanks
Vikas
Edited by: Vikas Patil on Jun 7, 2010 5:58 PM
Edited by: Vikas Patil on Jun 7, 2010 5:59 PM

Interconnection between CRM interactive reporting and SAP BI

Hi everyone,
My requirement is like we are replacing some ticketing tool interms of SAP CRM and also we need to generate the Reports like how many tickets has been closed,how many tickets are in queue under a manager like that.
Basically I am BI consultant,I am new to CRM.It will great if any one can give information about interconnection between CRM interactive reportin block and BI.
How BI reports can be executed in CRM WebUI?
Regards,
Praveena.

HI
what I think of same solution is developed in our company too in that what we have done is take R/3 CRM as the input server for the BI reporting , create infoarea and Infocube and then you can do the reporting on the data fetched from crm system then using Bex reporting tools you can do analysis on the same

END button disappears in interaction centre while creating transaction and moving back.

Hi All,
In interaction centre when I create a transaction and move back, END button disappears. This problem does not occur every time I go back. It is intermittent.
Can anyone give your thoughts on what might be causing this issue?
Thanks and Regards,
Pallavi

Hi,
Can you check the view
CRMCMP_IC_FRAME/HiddenView component CRMCMP_IC_FRAME to check END button functionality.In this view put the break point in event
EH_ONFORWARDCALL and check it.
Need to check about back button try to use this standard class : CL_BSP_WD_HIST_MANAGER_BASE , method ON_HISTORY_TRIGGER.
Regards,
Sumeet

Interaction Centre: Survey not saved correctly

Hi,
We are using SAP CRM 5.0 Interaction Centre. While creating a customer feedback transaction with survey in Interaction Centre, following is the observation:
1. We open the customer feedback transaction, enter the mandate information in the details tab and save the transaction.
2. Then navigate to questionaire tab and fill-in the survey questions and save the survey.
3. Navigate back to details tab and save the transaction. The survey and the transaction are saved correctly. Instead, without navigating back to details tab, when we try to save the transaction from the questionaire tab, neither the survey nor the transaction is saved.
Recently the application was upgraded from SP15 to SP16.
Please provide your inputs in solving this issue.
Thanks in advance.
Regards,
Venkat
Edited by: kvenkat24 on Dec 14, 2010 8:02 AM

Hi Hongyan Shao,
Thanks for taking your time to answer my issue.
Actually we have two issue in this
1.When users press the End button, ideally, the current screens should be closed and default screen of Accoutn Identification should be shown.
This does not happen.
Actually, nothing happens when users press the End button.
Users cannot click on anything else too and the screen seems to be frozen.
Users have to close the IC session and relogin.
2.And one more issue is when user ends call by click on end button it goes to account identification but Name of the account still be there on top left top side where it shown account name. but it allows agent to take another call and create service ticket.
Please note that we are using CTI( Avaya phone)
Now since these two are an intermittent issues, i do not have reproduction steps.
Thanks and regards,
Teja

Objects in Service Interaction Centre

Hi CRM gurus,
I'm working with SAP CRM Service and I should use Objects, but I was not able to create them in the CRM system. I read the documentation provided on the SAP Help, and I understood the conceptual difference which exists between Installed Base, products and objects.
Nevertheless, actually I'm able to create products with the transaction COMMPR01, and add them to the IBases (IB51 - IB52); but I was not able to create Objects in the CRM system.
I should use Objects because i need to register the information on
1) purchase date
2) serial number
I should create Objects directly in the CRM system, not in R/3
Can anybody help me?
Thanks in advance,
Andrea Ricci

Hi,
I resolved my problem!
Exaclty, through the transaction SU01 I assigned to my User the Parameter "COMMPR01_IND_OBJ" with value "X", and now I'm able to create objects in the Interaction Centre directly from the New Installed Base creation screen!
Andrea

SAP CIC vs CRM Interaction Center

Hi,
Is SAP CIC(Customer Interaction Centre) means CRM Interaction Centre

hello man
the difference i read in all thinngs are funny..the answer is that cic is a module in is/u but crm is the 1 which connects the internet n isu,or mobile n isu.crm is the middle warewhere datas comes and goes from isu

Call transaction in new session not working inside CRM Interaction Center

Hi Experts,
I have developed a report which contains a screen with push button. When user clicks on button a transaction (FPL9) is being called and opened in new session or window. But when the report is being called in CRM Interaction Center using transaction launcher and button is clicked no new session or new window is being opened. Our requirement is FPL9 transaction will be opened in new session / window inside Interaction Center also.
Please help me how to open a new session or window in interaction center on push botton click.
Thanks in advance.
Regards,
Arnab

Hi Anil..
This is the Solution for ur Requirement.   try this program and change as per ur need.
REPORT ZSEL_CALL_TCODE.
data : IT_KNA1 TYPE TABLE OF KNA1 WITH HEADER LINE.
DATA : IT_SPA TYPE TABLE OF RFC_SPAGPA WITH HEADER LINE.
SELECT * FROM KNA1 INTO TABLE IT_KNA1 .
LOOP AT IT_KNA1 .
WRITE:/ IT_KNA1-KUNNR HOTSPOT ON.
HIDE IT_KNA1-KUNNR .
ENDLOOP.
CLEAR IT_KNA1-KUNNR.
AT LINE-SELECTION.
CASE SY-LSIND.
WHEN 1.
IF IT_KNA1-KUNNR IS NOT INITIAL.
REFRESH IT_SPA.
IT_SPA-PARID = 'KUN'.
IT_SPA-PARVAL = IT_KNA1-KUNNR.
APPEND IT_SPA.
CALL FUNCTION 'ABAP4_CALL_TRANSACTION' STARTING NEW TASK 'S1'
    EXPORTING
      TCODE                         = 'XD02'
     SKIP_SCREEN                   = ' '
    MODE_VAL                      = 'A'
    UPDATE_VAL                    = 'A'
IMPORTING
    SUBRC                         =
   TABLES
    USING_TAB                     =
     SPAGPA_TAB                    = IT_SPA
    MESS_TAB                      =
EXCEPTIONS
    CALL_TRANSACTION_DENIED       = 1
    TCODE_INVALID                 = 2
    OTHERS                        = 3
IF SY-SUBRC <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
        WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
ENDIF.
ENDCASE.
<b>Reward if Helpful.</b>

Error while serching by employee responsible in CRM Interactive reportong.

Hello,
CRM interactive reporting experts ,
i am getting a error while serching records in report using employee responsible as filter criteria .
This error only come when the employee is assign to an org Unit .
please help me if any one faced this issue and help me to resolve. it is really high priority to me.
attaching error detail .

Hi Dev,
You may need to check the authorization error if any in SU53.
As soon as you get this error, try to check SU53 in CRM GUI.
Regards,
Mandeepak

CRM Interactive reporting, error while running RSA1

Hello Experts,
I had configured CRM 7 with BI 7 system for reporting. Now I am trying to implement CRM interactive reporting using a different client (as reporting client) of the same CRM system.
While my CRM - BI scenario is working perfect, I am not able to configure the CRM interactive reporting using 2 different clients of the same system, When I am trying to run tx RSA1 from CRM reporting client, I get error "Logical system name has been changed".
Can anyone help me in this?

Hi Vicky,
There must be some error in your logical system assignment.
I request you to run these reports Z_OLTP_CONFIG_CHECK ( In CRM Client ) and Z_OLTP_CONFIG_CHECK_BI( Reporting Client) in order to resolve the errors. These reports will clearly point out the errors.
Have a look at Note 1263075 - CRM Interactive Reporting Configuration Check for the reports.
Regards...
Arup

BW and CRM - Interactive Centre

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