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SAP CRM 7.0Detailed View
SAP CRM 7.0 Interaction Center
Interaction Center Agent
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SAP 2007 / Page 2
1. Trends and Challenges Interaction Center2. Interaction Center Agent
2.1. Overview
2.2. Details
2.2. Details2.2.1 Agent Desktop Details
2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details
2.2.6 Interactive Scripting Details
3. Positioning and Benefits
Content
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In t erac t ion Cent er Trends and Chal lenges
Shift of Strategy Shift from cost-reduction tactics to revenue-maximization
and customer-retention strategies
Evolution of communication channels and
interaction modes Increased use of Web self-service; greater integration of
self-service with Interaction Center
Increased use of IP-based communication
Increased blending of communication channels (e.g., selfservice and agent-assisted service)
Restructuring of Interaction Center Increased use of remote and home-based agents to enable
virtual Interaction Centers
Consolidation of back-offices (IT, HR, Accounting) into globalshared service centers
Evolution of metrics and analytics Move from traditional operational metrics (e.g., average talk
time) to performance-based metrics (e.g., first contactresolution)
Blended analytics combining communication performancedata with CRM business data
Alignment with business metrics like ROI and TCO
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SAP 2007 / Page 4
1. Trends and Challenges Interaction Center2. Interaction Center Agent
2.1. Overview
2.2. Details
2.2.1 Agent Desktop Details2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details2.2.6 Interactive Scripting Details
3. Positioning and Benefits
Content
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Interaction center
analytics
Interaction Center: capabilities
Web Chat E-MailTelephony Fax and letters IVR
Customer
Communication analytics
Shared services
Accounting InteractionCenter
IT service desk
Employee InteractionCenter
Telesales
Account and contact
management
Lead and opportunitymanagement
Quotation andorder management
Customer service
Customer service
and support
Complaint management
Help desk
Telemarketing
Campaign execution
Lead management
Personalization
Process-based analytics Blended analytics
In t erac t ion Cent er Sc enar ios and Proc esses
SAP 2007 / Page 5
Interaction centermanagement Communication channels
E-mail responsemanagement
Process modeling andagent guidance
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Overv iew of In t erac t ion Cent er Agent (1 /2)
Acc ount Ident i f ica t ion
The account identification screen allows agents to search for, identify, display, change andcreate accounts, their related partners as well as related objects such as registered products.
Confirmation of multiple business partners on the identify account view is possible, includingthe transfer of these confirmed partners as different partner functions to the businesstransactions in the Interaction Center.
It is also possible to confirm registered products (ibase component, iobject). The confirmedobjects shall be transferred to the dependent processes, like service request, service order,complaint, etc.
Acc ount Fac t Sheet
The Account Factsheet (AFS) gives the agents access to the most relevant customer relatedinformation, e.g. Service Ticket History, Sales History, Open marketing campaigns, ...
In terac t ion Record The Interaction Record allows agents to log all inbound and outbound interactions (phone
calls, emails, chat, ...)
SAP 2007 / Page 6
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Overv iew of In t erac t ion Cent er Agent (2 /2)
Agent Inbox
The Agent Inbox is a universal inbox for Emails, Fax, Letters, CRM Business Transactions(service requests, sales orders, ...), ERP Sales Orders, Cases, and Workflow items
Em ai l ed i tor
The Email editor allows agents to handle inbound and outbound email, using pre-definedresponses, email templates, and solutions from the knowledge database
In terac t ive Scr ip t ing
Interactive scripts help interaction center agents by leading through certain interactions theyhave to do while working with customers
SAP 2007 / Page 7
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SAP 2007 / Page 8
1. Trends and Challenges Interaction Center2. Interaction Center Agent
2.1. Overview
2.2. Details
2.2.1 Agent Desktop Details2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details
2.2.6 Interactive Scripting Details
3. Positioning and Benefits
Content
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In te rac t ion Center Agent Desk t op
SAP 2007 / Page 9
Alerts Communication informationAccount infoScratchpad
Navigation
bar
Toolbar
Broadcastmessages
Workspace
Branding Area
ChannelSelector
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K eeping the m os t im por tan t i n fo rmat ion vi s ib le
Scra t c h pad Allows the agent to write down notes
Acc ount in fo Shows the most relevant information about the current interaction, such
as the customers name and company
Ale r ts Shows important alerts for the agent from the alert modeler, such as automaticsuggestions and reminders to wrap up
Comm un ica t ion in fo rmat ion Shows information from the communication
management software, like talk time, automatic number identification, agent state, andqueue status
Branding area Shows the company logo, provides links to personalize the look andfeel of the UI, log off from the system, access the help center to know more and thesystem news.
Contex t Area
SAP 2007 / Page 10
Scratch pad
Account info Alerts
Communication
information
Branding Area
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Personal iza t ion & Sk ins
Overview
With SAP CRM 7.0, several skins are provided in the Interaction Center to allow individualusers to select their own look-and-feel
With SAP CRM 7.0, it is also possible to configure columns in the Interaction Center to let
individual users to enlarge the width of important fields and to suppress unimportant fields
Users can also drag and drop the different blocks onto their preferred location on screen
Also, the columns in the tables can be dragged and placed in their preferred location onscreen, and enlarged in width!
SAP 2007 / Page 11
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Personal iza t ion Sk in Se lec t ion
SAP 2007 / Page 12
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Personal iza t ion Sk in Opt ions
SAP 2007 / Page 13
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Personal izat ion Conf igurable Colum ns
SAP 2007 / Page 14
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Personal iza t ion Conf igurab le Block s(fo r se lec t sc reeens)
SAP 2007 / Page 15
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Personal iza t ion Fi l t e rab le Colum ns
SAP 2007 / Page 16
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SAP 2007 / Page 17
1. Trends and Challenges Interaction Center2. Interaction Center Agent
2.1. Overview
2.2. Details
2.2.1 Agent Desktop Details2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details
2.2.6 Interactive Scripting Details
3. Positioning and Benefits
Content
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Cont ex t Area Redes ign
Gener ic Layout t hemes
Skin changes done in personalization will now apply to the context area just like to any other area of thescreen.
Branding Area
Configurable Logo/Branding area
Documentation Link Help Center
Personalization link Log Out link Interaction Center agent can log-out of the CRM system
Possibility to add remove hyperlinks / jump links to open 3rd party communication management applications
Toolbar
The communication related icons of the telephony toolbar can be represented as text/icon/both.
New Button:Cancel
interaction record and reset account identification New Button Reset to reset the Communication Management software connection
Others
Configuration options for selection /positions / sequence of Slots (Account/ANI Info - Alerts -Communication Info).
Configuration option for the polling mechanism of the worker session - possible to configure the frequency
of the polling
SAP 2007 / Page 18
The context area of the Interaction Center is the horizontal area of the L-Shapethat contains elements like the communication toolbar, alters, the communicationcontext etc.
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New Cont ex t Area
SAP 2007 / Page 19
ConfigurableBranding/Logo
Standard Branding areawith links to Log Off,
Help Center andPersonalization
Configurable Slots
Icon Toolbar Reset button to reset theconnection to the CMS
Cancel to cancel the irecand confirmed account
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In te rac t ion Center : Acc ount Ident i f i ca t ion
SAP 2007 / Page 20
Mul t ip le Par tners It is possible to confirm multiple business partners on the identify account view and transfer these
confirmed partners as different partner functions to the business transactions in the Interaction Center.
Acc ount Ident i f i c a t ion Sc enar ios
A Business to Business scenario as well as a Business to consumer scenario is supported.
In addition a new scenario blends B2B and B2C in a Mixed scenario. Employee interaction Center scenarios are supported by an Employee Identification screen.
La te Acc ount Iden t i f i ca t ion
Account confirmation can be done even after transactions and actions are triggered.
On confirmation at any point, the account details will be transferred to the transactions that were
created before.
The account identification screen allows agents to search for and identify, display,change and create accounts, their related partners as well as related objects likeregistered products.
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Automat ic Acc ount Iden t i f i ca t ion
Business Partners can be identified automatically based on their communication data (Telephone number,email address)
In te rac t ion H is to ry
To provide information on the current situation of the customer the latest entries of the interaction historyare integrated into the account identification screen
Ac count Fact Sheet
The Account Fact Sheet (AFS) gives the agents access to the most relevant customer related information,e.g. Service Ticket History, Sales History, Open marketing campaigns, ...
SAP 2007 / Page 21
In te rac t ion Center : Acc ount Ident i f i ca t ion
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Ac c ount Ident i f i c a t ion Sc reen
SAP 2007 / Page 22
Account and related partnersSearch result lists and
interaction history
List of ConfirmedPartners
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Featu res i n Acc oun t Handl ing
Business Par t ner Relat ionship Handl ingThis feature enables agents to chose the relevant relationship type from a list whensearching or creating related business partners in the Interaction Center.
Mixed Account Iden t i f i ca t ion
The mixed business partner search is an account identification scenario that allowssearching for both consumers and contact persons in organizations.
Index Based Searc h
The index-based business partner search offers a tool to build indices that speed up
the search for business partners in the IC WebClient.
Address va l ida t ion and dupl ica t e chec k
Address validation and duplicate check is offered in the IC WebClient to supportaddress maintenance.
Acc ount Ident i f i c a t ion V iew Set : Cus tom izab i l i t y
This feature makes the content of the upper right view of the account identificationview set replaceable the area where business objects related to the businesspartner can be determined.
SAP 2007 / Page 23
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New Features in Ac c ount handl ing
Mult ip le Bus iness Par t nersThe enhancement enables agents to confirm multiple business partners on theidentify account view and transfer these confirmed partners as different partnerfunctions to the business transactions in the Interaction Center.
SAP 2007 / Page 24
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SAP 2007 / Page 25
1. Trends and Challenges Interaction Center2. Interaction Center Agent
2.1. Overview
2.2. Details
2.2.1 Agent Desktop Details2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details
2.2.6 Interactive Scripting Details
3. Positioning and Benefits
Content
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In t erac t ion Cent er : In terac t ion Rec ord Det a i ls(1/2)
SAP 2007 / Page 26
In te rac t ion record
An interaction record is created when anaccount is confirmed, or when an email (newor reply email) is created
Interaction timestamps can be stored inside
the interaction record (interaction waitingtime, start time, end time)
Can be linked to a marketing campaign
Act iv i ty C lipboard
The Activity Clipboard provides a completeoverview of all interaction related, business-relevant documents (sales orders, serviceticket, solutions, emails, chat transcript,follow-up transactions, ...)
The interaction record allows agents to log all inbound and outboundinteractions (calls, emails, chat, ...)
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In t erac t ion Cent er : In terac t ion Rec ord Det a i ls(2/2)
SAP 2007 / Page 27
Fol low -up & Ac t ions Pre-defined actions can be executed
manually or automatically
Agents can create any type of follow-uptransaction from within the interaction record
Mul t i leve l ca t egor iza t ion
The agent can categorize the interactionrecord based using multilevel categorization
The interaction record allows agents to log all inbound and outboundinteractions (calls, emails, chat, ...)
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SAP 2007 / Page 28
1. Trends and Challenges Interaction Center2. Interaction Center Agent
2.1. Overview
2.2. Details
2.2.1 Agent Desktop Details2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details
2.2.6 Interactive Scripting Details
3. Positioning and Benefits
Content
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E-Mai l Edit or
SAP 2007 / Page 29
In t egrat ed E-Mai l Edi tor
Send and receive HTML or plain text e-mails
Insert solutions with attachments
Insert standard response (e-mail templates) via mail forms Insert at cursor position: standard responses can be inserted at the end of an e-
mail or at the cursor position
Auto-suggest responses
Include reusable agent signatures in outgoing e-mails
Automatic insertion of Tracking ID possible
Integration possible with Spell checker
Integration to Groupware (MS Outlook or Lotus Notes) possible for email addresslook-up
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E-Mai l Edi t or Sc reen HTML Form at t ed E-Mai l
SAP 2007 / Page 30
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E-Ma il Ed it o r E-Ma il Wi th A t t achm ents
SAP 2007 / Page 31
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E-Mai l Edi t or St andard Response Inser t ion
SAP 2007 / Page 32
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SAP 2007 / Page 33
1. Trends and Challenges Interaction Center2. Interaction Center Agent
2.1. Overview
2.2. Details
2.2.1 Agent Desktop Details2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details
2.2.6 Interactive Scripting Details
3. Positioning and Benefits
Content
A I b
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Agent Inbox
SAP 2007 / Page 34
Agent Inbox fo r Emails
Fax & Letter
CRM Business Transactions (service requests, sales orders, ...)
ERP Sales Orders
Cases
Workflow items
Predef ined qu ick searches
Enhanced advanc ed Search; Abi l i t y t o save searc h c r i t e r iaMul t i -se lec t in inbox resu l t l i s t
Disp lay in Tree and t ab le v iew
Work l i s t fo r bac k -o f f i ce proc esses Reserve and reset reservation: changes the employee responsible of the selected inbox item
Display, Edit, Delete
Interact: starts an new interaction
Link: links the selected inbox item to the active interaction
Forward: manually assign an inbox item to another department
A t I b
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Agent Inbox
SAP 2007 / Page 35
C t t
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SAP 2007 / Page 36
1. Trends and Challenges Interaction Center2. Interaction Center Agent
2.1. Overview
2.2. Details2.2.1 Agent Desktop Details
2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details
2.2.6 Interactive Scripting Details
3. Positioning and Benefits
Content
In te rac t ive Sc r ip t ing
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In te rac t ive Sc r ip t ing
SAP 2007 / Page 37
In te rac t i ve sc r ip ts he lp i n te rac t ion cen te r agent s bylead ing t h rough c er ta in i n te rac t ions t hey have t o dow h il e w o rk i ng w i t h c us tomers .
A script is predefined and can be chosen by the agents or it is automaticallyassigned e.g. through a campaign
A script is mostly created as a tree structure
Interaction path depends on answers the agent gets from the customer
Answers are represented by buttons
I nt e rac t i ve Sc r ipt ing Fea tu res
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I nt e rac t i ve Sc r ipt ing - Fea tu res
SAP 2007 / Page 38
In te rac t i ve Sc r ipt i ng
Guide agents through complex service calls via scripts
Handle common customer objections during sales calls
Launch proper scripts based on business rules
Update customer data or marketing attributes via form-based scripts
Leverage script survey integration for campaign target-group generation
In te rac t ive Sc r ipt ing Guide Agents Through
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In te rac t ive Sc r ipt ing Guide Agents ThroughCom plex Cal ls and Help Proc ess Surveys
SAP 2007 / Page 39
In te rac t ive Sc r ipt ing Handle Com m on Sales
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In te rac t ive Sc r ipt ing Handle Com m on Sa lesObjec t ions
SAP 2007 / Page 40
I nt e rac t i ve Sc r ip t ing Update Cust omer
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I nt e rac t i ve Sc r ip t ing Upda te Cust omerMast er Dat a
SAP 2007 / Page 41
In te rac t ive Sc r ipt ing Launch Sc r ip t v ia
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In te rac t ive Sc r ipt ing Launch Sc r ip t v iaBusiness Rule
SAP 2007 / Page 42
Content
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SAP 2007 / Page 43
1. Trends and Challenges Interaction Center
2. Interaction Center Agent
2.1. Overview
2.2. Details
2.2.1 Agent Desktop Details
2.2.2 Account Identification Details
2.2.3 Interaction Record Details
2.2.4 E-Mail Editor Details
2.2.5 Agent Inbox Details
2.2.6 Interactive Scripting Details3. Positioning and Benefits
Content
Sum m ary: Benef i ts o f the In t erac t ion Cent er
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Sum m ary: Benef i ts o f the In t erac t ion Cent er
SAP 2007 / Page 44
Bet t e r cus t omer re la t ionsh ips
The entire customer interaction cycle is captured and tracked, starting with initialengagement and ending with fulfilment
Obtain insights into customer behaviour and tailor offerings to match their needs
Gain competitive advantage by increased loyalty and retention
Unique in tegra t ion capabi l i t ies
Select and flexibly deploy processes that suit your business needs
Integrate with existing SAP and non-SAP enterprise functions, including supply chain
management, product life cycle management, financial management, and HRmanagement
Do more w i th less
Automated and streamlined processes reduce costs
Revenue is increased through efficient customerinteractions and enhanced cross-selling and up-sellingopportunities
Fur t her Informat ion
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SAP 2007 / Page 45
SAP Online Knowledge ProductsSAP Service Marketplace http://service.sap.com/okp
SAP CRM 7.0 Learning Maps
SAP Service Marketplace http://service.sap.com/rkt-crm> SAP CRM 7.0
Online DocumentationSAP Help Portal http://help.sap.com/> Documentation >SAP Business Suite > SAP Customer Relationship
Management
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