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

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CRM 2007 Interaction centre : Enhancment deletion causing a Dump error

Hi,
To carry out some development I need to delete the existing ehnacement for BuPaCreate page however the enhancment for Bupadetail exist.
On executing the CRM 2007 Interaction center application Bupasearch page trigger and on pressing the create button it results in the dump in class CL_CTHMLB_CONFIG_UTILITY.
Thanks & Rgds
Sandy

Hi Sandy,
Have you already deleted the enhancement, To me it looks that your configuration got corrupted. May be that you had some Z attributes in the enhancement what you have deleted and it is still present in your configuration. Delete the config and try the standard config.
Check other dependency of the deleted configuration.
Thanks,
Vikash.

CUSTOMER INTERACTION CENTRE ( CIC )

WHAT IS DIFFERENCE BETWEEC R / 3 CIC AND CRM CIC ?
PLEASE MAIL ME THE REPLY TO
[email protected]
[email protected]
sanjeev

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

Customer Interaction centre (telesales) configuration for SAP R/3

I need a documentation or materials in CIC0. This is very urgent since we have a client meeting next week. I will reward if you help me .. my ID: <b>[email protected]</b>

Dear Muthu
Check the link and drilldown on the left tab
http://help.sap.com/saphelp_46c/helpdata/en/35/b0e95087a62488e10000009b38f9b7/frameset.htm
Reward please if this is really helpful.
Thanks
G. Lakshmipathi

Problem in Customer Interaction Center

Hi All,
I have an issue related to CIC win client.
While using the Customer Interaction Centre, enter Partner number and performs a search, the sold to party and bill to party customers brings up the incorrect details.
Where should I need to check relates to his profile, could pls. share your inputs to resolve this issue.
Thanks in advance.
Regards,
Smitha.

Hi
what do you mean by incorrect values?
this search searches for BPs
you mean address data shown in CIC for found BP is incorrect?
remember this is a very basic view, and not so enhanced like in BP transaction.
you wont see here much data.
regards
Radek

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;

Can I record customer interaction captured through Hardphone conn. to SAP CRM?

Hello friends,
I'm currently working on one of the proposals for SAP Contact Center implementation with SAP CRM also supporting Hardphones. Client has this requirement to capture interactions from Hardphone in the form of recordings in CRM system.
I'm aware of BCM softphone having option to record customer interactions both at Client and Server side but the client would like to record hardphone interactions and store in CRM system. How could this be acheived?
Would be of great help if you could share the config documents for the same.
Thanks
Chiroy

Hi Chiroy,
BCM cannot record client interactions without the assistance of a third party application such as Vierent or Nice. Client interactions meaning the performance of the Agent on his or her personal desktop, such as key strokes and open files etc.
What BCM can do is record all voice packets between the client and the agent.
It will do this with users on a Hardphone, in MTD mode, using Convergence or the CDT.
There is no restrictions to recording unless you make them so.
There is no need for supporting documents as this information is covered in several existing SAP guides.
Also, these recordings once created, can notify CRM of the storage location in BCM and attach the path of the recorded file to the Interaction Record. This is all done as part of the CAD from BCM. This is option is available via the OII link in BCM but requires CRM customization to work properly.
It should be noted that this recording feature is only active if you have server side recording, not client side.
I hope that helps.
Thanks,
Marcus

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.

Custom action in CRM ICWC Interaction Scripting

Hi!
I am trying to add custom action to CRM ICWC Interaction Scripting.
As descripbed in <a href="http://help.sap.com/saphelp_crm40sr1/helpdata/en/cf/3fd658ca8a11d6872e000086568e5f/content.htm">this topic</a> I have created java class file, packed it into jar file and saved to ICServer/root/WEB-INF/lib dir. But at runtime I am getting exception in the icserver log file - java.lang.ClassNotFoundException.
Log file also contains list of used jars but my jar file isn't in it.
p.s. J2EE 6.40

Hi Victor,
OK, I'm not so familiar with CRM IC, but from a J2EE point of view you would have to define and deploy a J2EE Engine library, and then reference it from your application. Following links might be handy:
<a href="http://help.sap.com/saphelp_nw04/helpdata/en/9f/2ade3fc6c6ec06e10000000a1550b0/frameset.htm">Working with J2EE Engine Libraries</a>
<a href="http://help.sap.com/saphelp_nw04/helpdata/en/57/4e4f3e065de946e10000000a114084/frameset.htm">J2EE Engine Components</a>
<a href="http://help.sap.com/saphelp_nw04/helpdata/en/28/c9a3a9606f434ea757a3536d220704/frameset.htm">Application References</a>
Hope it helps!
-Vladimir

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

SAP ISU BP Contact - CRM Activity - CRM IC Interaction record

Hi All -
I have a cookbook which talks about migrating SAP ISU BP Contacts into CRM Activity.
Now, my question is if I do this, will this show up as a interaction record against the customer in the IC WebClient in CRM?
We are considering a design where billing supervisors will enter a BP Contact in ISU when customers directly call them about a bill. Later, if this customer calls the Cust Service Rep, we want this interaction to be visible to the CSR who will only use the CRM Webclient.
So, I guess indirectly my question is,
"Is a CRM Activity the same as an CRM WebClient Interaction record"?
or
"Is a CRM WebClient Interaction record a type of CRM Activity"?
Thanks in advance for taking your time to answer this.
Regards,
Pradhip.S

Hello Pradhip,
the CRM IC Interaction Record is technically a CRM Activity with a certain transaction type. You can configure the replication of IS-U Contacts that the created activity is shown in the Interaction Center as Interaction Record. So you will be able to see the IS-U Contacts created in ERP - for example within a Front Office Process - in CRM as replicated Interaction Records.
Kind regards,
Christian

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

Issues when adding the Interaction centre option to Nav Bar for WebUI.

I just wanted to clarify something if I may.
Am I right in thinking that the Interaction centre can be viewed for Service, Sales and Marketing. There are standard SAP business roles for all these, being the SERVICEPRO, SALESPRO and MARKETINGPRO.
I have a new business role to be set up which is a sort of hybrid of the SALESPRO and MARKETINGPRO roles. However, what I can't determine is what displays the Interaction centre from within the Nav Bar for any of these particulat SAP roles.
In the SAP GUI we could just run transaction CIC0 and depending on the PCFG settings it would either show the Sales IC or the Marketing IC. I need to just show the marketing IC for my new Z business role, but getting the details into CRMC_UI_PROFILE and CRMC_UI_NBLINKS is proving very difficult, for me.
Has anyone done anything like this before?.
Jason

Hi Jason,
In spro please go to
Customer Relationship Management->UI Framework->Technical Role Definition->Define Navigation Bar Profile
1.You can create your own NavBar Profile (by making a copy of any of the existing Nav Bar Profiles) say Z_ICPRO.
2. Select your profile.
3. Then goto the node Define Profile->Assign Work Centres
New Entries
4. Here you can add IC_BPIDENT (This work centre corresponds to Account Identification), at any position you want.
5. Assign the above nav bar profile to any of the existing Business Role (or create your won Business Roles) via customizing
Customer Relationship Management->UI Framework->Business Roles-Define Business Role
5.Now when you login to web ui with the above Business Role, you should be able to see Account Identification on the WorkCentre tab!!
Hope this helps.
Regards
Nisha

CRM E-business Centre dashboard to have information on Marketing Campaigns

Please tell me if CRM E-business Centre dashboard can have information on Marketing Campaigns and customer responses; is this requirement possible without customization?
Edited by: user13316829 on Jan 31, 2011 9:47 PM

In 11.5.10.2, it displays Marketing Campaigns, however, this is just for informational purpose. No responses are shown with standard functionality

CRM - Customer Interaction Centre

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