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CRM_IC_CEBP: CRM Business Transactions in the Interaction Center (Enhanced) ( RELNCRM_7E1_IC_CRMTRANS )

CRM_IC_CEBP: CRM Business Transactions in the Interaction Center (Enhanced) ( RELNCRM_7E1_IC_CRMTRANS )

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Short text

CRM_IC_CEBP: CRM Business Transactions in the Interaction Center (Enhanced)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP), CRM business transactions in the interaction center (IC) have been enhanced.

The following changes have been made:

  • In the IC, the scratch pad feature allows an IC agent to take rough notes while interacting with a customer. You can now import data from the scratch pad into the notes section of the following CRM business transactions in the IC:
  • ERP sales order

  • ERP quotation

  • ERP contract

  • Service orders

  • Complaints

  • Service request

  • Incident

  • Problem

  • Request for change

  • Case

  • Lead

  • CRM sales order

  • Opportunity

  • Quotation

  • Sales contract

  • Service quotation

  • Service contract

  • Service contract quotation

  • Activity

  • Once a contact has been confirmed on the account identification screen, this contact is transferred to the Contact Person partner function of the following CRM business transactions:
  • ERP sales order

  • ERP quote

  • ERP contract

  • If multiple partners are available for one partner function, users can now select the appropriate partner from a dialog box when using the following CRM business transactions:
  • ERP sales order

  • ERP quote

  • ERP contract

Effects on Existing Data

A new button called Import Scratch Pad has been added to the UI for the relevant transactions.

For ERP sales orders, ERP quotes, and ERP contracts, a selection dialog box now appears when the system finds more than one matching partner.

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

Further Information

Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes






General Material Data   rdisp/max_wprun_time - Maximum work process run time  
This documentation is copyright by SAP AG.

Length: 3826 Date: 20240520 Time: 203158     sap01-206 ( 41 ms )