CR410 Interaction Center WebClient in CRM

CR410
Interaction Center WebClient in CRM

THE BEST-RUN BUSINESSES RUN SAP

? SAP AG 200 4 © SAP AG 2004

? SAP R/3 Enterprise – SAP CRM 4.0 (BBP release)

? 2004/Q2
? Material number 50067621
 Copyright

Copyright 2004 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.

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 Prerequisites

Prerequisites:
? This course requires mySAP CRM Solution Overview knowledge
and CRM Base Customizing knowledge (course CR100).

Recommended:
? You may deepen your knowledge of SAP CRM 3.1 and SAP CRM
4.0 functionalities by studying the mySAP CRM Interaction Center
Learning Maps.
? To gain background knowledge about Sales, Service and Marketing
you may attend the courses CRM Sales (CR300), CRM Service
(CR700), and Marketing (CR600).

? SAP AG 200 4
 Target Group – Duration

Target Groups:
? Customers, Partners, and SAP Consultants considering an
implementation of mySAP CRM Interaction Center
WebClient.

Duration:
? Three days

? SAP AG 200 4
 Course Objectives

This course will enable you to:

? Develop a detailed, hands-on understanding of the CRM
Interaction Center WebClient functionality
? Get sound knowledge of the technical landscape and architecture
of the Interaction Center WebClient
? Deepen the Interaction Center WebClient configuration
knowledge for different business uses
? Customize the new UI of the Interaction Center in CRM

? SAP AG 200 4
 Course Agenda

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4
 Interaction Center WebClient Overview: Course
Outline

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4

© SAP AG CR410 1-1

 Interaction Center WebClient Overview: Content

Role of the Interaction Center within

mySAP CRM
Main Business Scenarios in the
Interaction Center
Architecture and Configuration of CRM
Interaction Center WebClient

Worksets of the Interaction Center

Manager Portal

? SAP AG 200 4

© SAP AG CR410 1-2

 Interaction Center WebClient Overview: Objectives

At the conclusion of this unit , you will be able to:

? Describe how the Interaction Center is integrated in
mySAP Customer Relationship Management
? Define the main Interaction Center Business Scenarios
? Give an overview of the main Interaction Center WebClient
features in the Web Browser

? SAP AG 200 4

© SAP AG CR410 1-3

 mySAP CRM

CRM Processes Across the Value Chain

FI Financial Marketing Customer

Channel Partners
Value Chain

Analytics
Sales Field

HR Interaction Center
Knowledge & Service
Incentive Mgmt E-Commerce

Demand Driven Supply Chain Mgmt

Supplier Manu- Service Partner

facturer

Powered by NetWeaver

? SAP AG 200 4

? Complete, Best-In-Class Integrated business applications

?The suite combines best-in-class proven business applications (SAP CRM, SAP SCM, SAP R/3
Enterprise, …) into a business and technology foundation powered by SAPNetWeaver. All
applications are built on the SAP Web Application Server; common development, administration and
security environments are used across all applications. The portal is the information delivery
framework for all applications, whether SAP or non SAP. Mobile business applications in each
solution are built on the mobile infrastructure to drive business mobility. The integration broker and
Business Process Management provide process centric integration for SAP and non-SAP systems
within and beyond enterprise boundaries based on open standards such as XML, Java and web
services standards.
? Extension beyond “ERP” capabilities in synchronization with ERP
?The prepackaged Integration to SAP R/3 enables companies to add CRM, SCM, PLM and SRM
capabilities to their SAP R/3 installations and ensure low TCO and fast T2B.
? Broadest business content
?SAP is the only infrastructure provider that offers broad and diverse connectivity and business content
developed by SAP and its partners network, based on SAP’s intimate, longstanding knowledge of
intricate business processes in more than 20 industries. This content shortens the development cycle
for customers and drives down the cost of integration projects.

© SAP AG CR410 1-4

 Multi Channel Customer Interactions with mySAP CRM

mySAP CRM Interaction Center

Forms the Foundation for Collaboration and
Communication

? Telemarketing
? Telesales
? Customer Service
? Analytics
? Supporting Processes

? SAP AG 200 4

? mySAP CRM’s Interaction Center forms the foundation of an organization’s collaboration and
communications platform.
? mySAP CRM offers such Interaction Center capabilities as Telesales, Telemarketing, and Customer
Service and Support. It enables inbound and outbound communication via telephone, e-mail, fax, Voice
over Internet Protocol (VoIP), text chat, mobile devices, and call-me-back capabilities. Agents can
qualify leads, enter orders, cross-sell and up-sell, execute marketing campaigns, process service requests,
manage cases, offer appropriate resolutions, or process compla ints – all from a single desktop
application.

© SAP AG CR410 1-5

 mySAP CRM: Architectural Concept

Telephone call,
e-mail SAP R/3
CRM System

Internet

As SAP
logical box BW

SAP Enterprise
Portal SAP APO
Mobile Clients

? SAP AG 200 4

? mySAP CRM is the sum of all CRM functions and incorporates not only mySAP CRM components but
also the SAP Business Information Warehouse (SAP BW), Advanced Planner and Optimizer (SAP
APO) and SAP R/3.
? mySAP Customer Relationship Management (CRM), which is part of the mySAP business suite,
includes a central CRM server, which provides access to the system via various channels, and
connection to other systems. You must, of course install the necessary extensions. The following
application components are supported in mySAP CRM:
- Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail
to contact sales or service representatives.
- Internet: Internet users may configure and order products or services using the Internet components
of mySAP CRM.
- Mobile Clients: The mobile sales force or mobile service engineers can connect to the SAP CRM
system from their laptop computers or other mobile terminals to exchange the latest information
with the mySAP CRM component.
? The mySAP CRM solution offers you the following fully-integrated connections:
?The SAP CRM System as a central CRM server with its application components.
?SAP R/3 as a back-end system with proven ERP functions.
?The SAP BW System as data warehouse solution with comprehensive statistical and analysis
possibilities.
?The APO System as a global available -to-promise (ATP) check and demand planning solution.
?The mySAP Enterprise Portal as a tool that provides you with integrated access to all systems.

© SAP AG CR410 1-6

 Agent Desktop – User Interfaces

The Interaction Center offers two parallel user interfaces

working against the same business engine.

Interaction Center Interaction Center

WinClient WebClient

400
CR
rse
Cou
in
ed
over
c

? SAP AG 200 4

? SAP offers two equivalent user interfaces that bring the best of both worlds without sacrificing
performance or administration and maintenance goals.
? Following the design of SAP’s dynamic program based applications (consisting of a screen image and its
underlying flow logic), the windows client exploits the capabilities of a Windows-based desktop. Having
full control over the resources of the desktops allows agents familiar with SAP applications to work in a
nearly mouse-free environment and fully leverage the integration into Microsoft’s Office Applications.
Most of SAP’s live Interaction Center customers appreciate the linear scalability, as well as sub-second
response time.
? When it comes to multichannel support, companies can choose to leverage SAP controls for soft phone,
e-mail handling or chat sessions, or use other controls such as the multichannel interface or controls
from SAP partners such as Genesys Laboratories. (Soft phone is a software-based telephone that is
operated via the screen and offers the same function as the hardware version of the telephone. The
telephone is displayed as a graphic on the screen.)
? Exploiting the capabilities of browsers regarding zero footprint applications, it is easier for customers to
deploy this application to every user who may benefit from these supporting features like scripting or
telephony support. Like the Interaction Center WinClient, the Interaction Center WebClient is designed
to support professional users in the Interaction Center with quick response times.
? For those companies operating in a heterogeneous environment with multiple switch types, e-mail or
web servers, the Interaction Center WebClient brings consistency to the user experience by making the
brand of the communic ation device invisible to the user. Again, this will reduce agent training costs by
supporting one set of controls across your entire communication infrastructure.

© SAP AG CR410 1-7

 Interaction Center WebClient: Layout

Scratch Account info Alerts Communication

pad information

S_Turner@mail.com
Sandra Turner
Toolbar
System
messages
Interaction Record 5009874

Navigation Hello,
bar I have problems with the XY-Interface of my
notebook HT-1010.
Sandra Turner

Follow-up and Actions Activity Clipboard

e- mail In: Notebook: Problem

Customer Sandra Turner, Denver, Colorado
Solution Check ZP- Installation file
e- mail Out: Notebook: Solution Workspace
Service Service Order

Broadcast
Last Interactions
messages

? SAP AG 200 4

? The Scratch pad allows the agent to write down notes that can at any time be included into the business
documents.
? Account info shows the most relevant information about the current interaction, such as the customer’s
name and company.
? Alerts are displayed to the agents generated by the the Alert Modeler, such as automatic suggestions and
reminders.
? Communication information shows information from the Communication Management software, like
talk time, automatic number identification, agent state and queue status.
? The toolbar contains buttons to control telephony functions.
? In the system messages area information, warning, or error messages from the system are displayed.
? In the workspace you can maintain business transactions such as sales and service orders, start call lists
and interactive scripts or run detailed search on business partners, products and transactions in the
interaction history of customers.
? The navigation area allows the agents to start transactions and navigate between different screens.
? Broadcast messaging allows managers to immediately broadcast information to agents by sending out an
electronic message that appears instantly on each agent's IC interface.

© SAP AG CR410 1-8

 Interaction Center: Configuration

IC WebClient: Functions

?Sales, Service, Marketing

?Telephone integration
?E-mail integration
?Internet integration
Configuration of
the a gent profile

IC Profile

Individual Configuration for:

?Entire call center
?Groups of agents
?Individual positions

? SAP AG 200 4

? The Interaction Center supports all CRM strategies, such as:

?Sales: processing of sales transactions, opportunities, product proposals
?Service: e-mail processing and workflow, solution database, service transactions
?Marketing: campaigns, call lists, product proposals
? In addition, the Interaction Center supports multi-channel communication:
?Telephone: incoming and outgoing calls, routing, call lists, CTI (computer telephony integration)
connection
?E-mail, fax, SMS
?Internet: inclusion of Internet and intranet pages, co-browsing, call-me-back, Web chat, Web
telephony
? In both, the WinClient and WebClient UI, you can control which of these functions are used by
individual agents, agent groups or entire call centers by assigning individually configured profiles.

© SAP AG CR410 1-9

 IC Portal in Web Browser

? Interaction management (phone, email, & Internet support)

? Business process support (Marketing, Sales, Service)
? Contact Management
? Scripts & Alerts
? Knowledge tools
? Launch Transactions
? Agent‘s Inbox
? Screen-pops
Agent Desktop ? Contact attached data

? Real-time statistics & monitoring

? Workforce Management
? Call List Management
? Events & Calendars
? Administration & Workflow
? Analytics
? Multichannel Support
? Integration to 3rd party technology
Manager Portal

? SAP AG 200 4

? Core functionality of mySAP CRM’s Interaction Center operations includes:

?Agent access to customers’ contact histories
?The ability to track activity management and display information on agents’ desktops
?Streamlined processes with workflows and problem escalation
?Permission levels can be set for each user to ensure customer privacy and confidentiality
?Centralized accessibility to all front- and back-office tasks
? An Interaction Center Manager portal enables the planning, monitoring and administration of
interaction center operations from a single entry point
? Comprehensive multichannel support features of mySAP CRM include:
?Embedded third-party communication controls, enabling universal queuing and routing
?Multichannel integration with popular automatic call distribution, computer telephony, interactive
voice response, e-mail management, and text chat systems
?Integration with third-party systems, which automatically incorporates all relevant customer
information and displays it on agents’ desktops, reducing the time required for each customer
interaction
?Connection with third-party computer telephony or universal queue systems that intelligently route
customer contacts to the appropriate agents’ desktops
?Utilization of a desktop softphone which enables hands-free call management
?Integration with SAP’s Live Web Collaboration capabilities, allowing agents to leverage text chat,
VoIP, Web collaboration, Web call back, and e-mail

© SAP AG CR410 1-10

 Worksets of the IC Manager Portal

? Home ? Workforce Management ? Activities

?Today ? Overview ? Overview
?Mail/Calendar ? Schedules ? Activities
?News ? Forecasting ? Analysis
?Info Center ? Employee Maintenance ? Sales
? My Staff ? Analyses ? Opportunity Management
?Overview ? Analytics ? Quotations/Orders/Contracts
?Attendance ? Overview ? Service
?Employee Review ? Interaction Statistics ? Opportunities
?Personnel Change Request ? Interactive Scripting Evaluation ? Orders
?Recruitment ? Workforce Management ? Contracts
?Monitoring ? Sales Performance Analysis ? Complaints
?Compensation ? Service Performance Analysis ? Administration
?Quota Planning ? Quality Management ? IC WinClient Processes
? Real- Time Status ? Overview (iView Studio) ? IC WebClient Processes
?Overview ? Accounts ? External Components
?Call List Management ? Overview
?External Real-Time Status ? Accounts
?IC Manager Dashboard ? Contacts
? Analysis

? SAP AG 200 4

? The Interaction Center Manager Portal is made up of a variety of worksets to view real-time statistics,
monitor staff, execute automation, and analyze success – to name a few.

© SAP AG CR410 1-11

 Interaction Center WebClient Overview: Summary

You are now able to:

? Describe how the Interaction Center is integrated in
mySAP Customer Relationship Management
? Define the main Interaction Center Business Scenarios
? Give an overview of the main Interaction Center WebClient
features in the Web Browser

? SAP AG 200 4

© SAP AG CR410 1-12

 Agent Functions: Course Outline

Units
4. Customizing IC WebClient
1 Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

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© SAP AG CR410 2-1

 Agent Functions: Content

?Components of the front office screen

?Agents functions available on the front
office screen

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© SAP AG CR410 2-2

 Agent Functions: Objectives

At the conclusion of this unit , you will be able to:

? List the components that make up the front office screen
? List the functions available to an agent through the front office

? SAP AG 200 4

© SAP AG CR410 2-3

 Interaction Center WebClient: Layout

Scratch Account info Alerts Communication

pad information

S_Turner@mail.com
Sandra Turner
Toolbar
System
messages
Interaction Record 5009874

Navigation Hello,
bar I have problems with the XY-Interface of my
notebook HT-1010.
Sandra Turner

Follow-up and Actions Activity Clipboard

e- mail In: Notebook: Problem

Customer Sandra Turner, Denver, Colorado
Solution Check ZP- Installation file
e- mail Out: Notebook: Solution Workspace
Service Service Order

Broadcast
Last Interactions
messages
Queue
status

? SAP AG 200 4

? The scratch pad allows the agent to write down notes that can be included in the business documents at
any time.
? Account info shows the most relevant information about the current interaction, such as the customer’s
name and company.
? Alerts such as automatic suggestions and reminders appear on the screen and are generated by the the
alert modeler.
? Communication information shows information from the communication management software, like talk
time, automatic number identification, agent state, and queue status.
? The toolbar contains buttons to control telephony functions.
? Information, warning, or error messages from the system are displayed in the system messages area.
? You can maintain business transactions such as sales and service orders, start call lists and interactive
scripts, or run detailed searches for business partners, products, or transactions in the interaction history
of customers, in the workspace.
? The navigation area allows the agents to start transactions and navigate between different screens.
? Broadcast messaging allows managers to immediately broadcast information to agents by sending out an
electronic message that appears instantly on each agent's IC interface.
? The queue status displays the channels and queues to which you are assigned.

© SAP AG CR410 2-4

 Context Area

Keeping the most important information visible

? Scratch pad – Allows the agent to write down notes
? Account info – Shows the most relevant information about the
current interaction, such as the customer’s name and company
? Alerts – S hows important alerts for the agent from the alert
modeler, such as automatic suggestions and reminders to wrap up
? Communication information – S hows information from the
communication management software, like talk time, automatic
number identification, agent state, and queue status

Sandra Turner time to wrap up inbound call +422 77664 2334

2 suggested solutions accepted 7:34 ready

? SAP AG 200 4

? The context area is a combination of account info, alerts, and communication information that together
provide background information for the current interaction.

© SAP AG CR410 2-5

 Navigation Bar

Standard Area

Lead
Interaction Hist.
controlled by
administrator

Index Opportunity

Personalized Area Lead

Interaction Hist.
controlled by Opportunity
agent Update navigation Bar

? SAP AG 200 4

? The navigation bar is a persistent area in the Interaction Center WebClient used for quick and easy
access to the most commonly used transactions. Each transaction is a hyperlink that opens the function.
The function that is currently in use is highlighted.
? The navigation bar is integrated with the index. Agents can add or remove items from the personalized
navigation bar from the index.
? The navigation bar is divided into two areas:
?Standard: Most commonly used transactions in the IC WebClient
- The functions are predetermined based upon the standard navigation bar profiles
?Personalized: Area that agents customize for their own use
- Agents can change the personalized area by the using the index

© SAP AG CR410 2-6

 Index List: Key Board Shortcuts

ESC + Shift + ?

Index

ESC + key

? SAP AG 200 4

? The index shows all the Interaction Center WebClient functions that are not available in the standard
area of the navigation bar.
? Agents use the index to:
?Access IC WebClient functions
- Agents can select less commonly used functions, add or remove functions in the navigation bar, or
set the navigation bar back to the default. Changes only affect the personalized area of the
navigation bar.
?Change preferences
- Static screen layout allows functions to fit into 1024 x 768 screens, and can significantly increase
system performance when navigating through the IC WebClient.
?Activate and define shortcuts
- Activate shortcuts. By default, shortcut keys are deactivated. If you want to use shortcuts, you must
first activate them by choosing Default Navigation Bar.
- Change shortcuts: You can define your own shortcut keys by deleting the key that appears in
column Shortcut and entering the key of your choice.
- Display shortcuts in application: If you want the shortcut keys to be displayed in the application,
choose Show Keyboard Navigation Shortcuts in menu.
- Deactivate shortcuts: To deactivate the shortcuts, delete each key that appears in column Shortcut.
? If you make any of these settings, you must choose Update Navigation Bar to activate them.

© SAP AG CR410 2-7

 Scratch Pad

Customer reports problem with

notebook HT -1010: Reuse text:
error message 190 displayed
...
For text search in the
knowledge search

In the interaction record

In sales and service to fill any text type
transactions to fill
text types

? SAP AG 200 4

? The scratch pad is a temporary workspace in the Interaction Center WebClient that agents use as an
electronic notepad to store miscellaneous information during an interaction.
? It allows the agent to enter comments at any point:
?Agents can enter text into the scratch pad at any point during an interaction, no matter which screen he
or she is working on
?Button to launch the scratch pad is persistent (always at the top of the screen)
?Import scratch pad text into relevant documents at any time (interaction record, sales order, service
order) as well as into the knowledge search

© SAP AG CR410 2-8

 Interaction Record

Activity data:
reason, S_Turner@mail.com
Sandra Turner
priority,
status, result,
Text notes:
and so on
problem report,
Interaction Record 5009874
Interaction Record any text type,
and so on
Hello,
I have problems with the XY-Interface of my
notebook HT-1010.
Sandra Turner

Follow-up and Actions Activity Clipboard

e- mail In: Notebook: Problem

Customer Sandra Turner, Denver, Colorado
Solution Check ZP-Installation file
e- mail Out: Notebook: Solution
Service Service Order
Activity
Follow-up: Clipboard:
triggerLast Interactions holding related
follow-up objects
activities and like customer,
actions mails, and so
on

? SAP AG 200 4

? The interaction record is an overview of current contact with a customer and the customer's history. It is
used for logging and post-processing the interaction.
? With the interaction record, easy interaction tracking is possible:
?Interaction (phone, e-mail, fax, letter) can be quickly documented
- Description, reason, priority, status, result
- Different note types (freely customizable)
?Campaign assignment
- Inbound mode: Agent can be assigned to an interaction
- Outbound mode: Automatically derived from campaign management
?Capability to launch script from the interaction record
- Offers the agent flexible interaction handling
? The interaction record offers quick follow-up processing:
?Business activity or task as follow-ups
- Description, employee responsible, date/time, reason, category, priority, status, result
- Different note types (freely customizable)
?Execution of actions
- Action profile assigned to business transaction

© SAP AG CR410 2-9

 Interaction History

Enter
search
criteria

Start
search Result list

Interaction History

Display
transaction
details

? SAP AG 200 4

? The interaction history contains a search area and an overview of business transactions that exist for a
customer. Agents can search for business transactions using various search criteria. The results are
displayed in the form of a list. In the Interaction Center WinClient, the interaction history is in the
locator (the navigation area).
? Record of previous interactions:
?Complete history of interactions and business transactions related to the account of current interaction
across all channels (phone, email, chat, Web, field) and business areas (marketing, sales, service).
?Navigation links to display details of previous interactions.
?Last interactions screen area in the interaction record screen shows the most recent interactions.
?Interaction history screen allows the agent to search for any or all interactions with a customer.
- Search criteria include date, business transaction categories, data entry period, transaction number,
description, and transactions for a specific customer.
- You can combine these search criteria in any way you wish by simply making entries in the
required fields.
?Display search results in a list.
?Branch into the interaction record for single business transactions.

© SAP AG CR410 2-10

 Business Processes in the IC WebClient

The next slides give examples on how business processes like

sales, service, and marketing are handled in the IC WebClient

Telemarketing

Customer
Service

Telesales

? SAP AG 200 4

? Telemarketing executes marketing campaigns by coordinating call lists and scripts with agents and
outbound dialers.
? Scripts and surveys guide agents through the communication with the business partners and support the
qualification of leads.
? Telesales includes both inbound and outbound order processing supported by product proposals such as
top-n products and cross selling. Besides sales orders quotations, value and quantity contracts can be
maintained.
? Opportunity management helps to make more complex or long-term sales projects a success.
? Customer Service enables help desks to manage cases and complaints for customer service and support
situations.
? The mySAP CRM Interaction Center offers a full set of service capabilities to resolve customer
inquiries.
?The knowledge search helps agents to find and pass a solution to customers by phone, e-mail, or chat.
?Warranty determination is included into complaints and service orders. Complaint management allows
you to trigger follow-up actions like return processing and in-house repair, subsequent deliveries free
of charge, and credit memos.
?Agents can check entitlements, understand what products and services the customer has, and schedule
appointments based on time preferences of the customer and qualification and availability of service
technicians.

© SAP AG CR410 2-11

 Telemarketing: Campaigns and Call Lists

Dial the
call

dial

Available Call Lists Telemarketing Call List: Spring Campaign 2005

Call Lists 7FT32- LOFT

Select
business
Select Telemarketing Call List: partner
Spring Campaign 2005
call list

? SAP AG 200 4

? CRM marketing encompasses functionality for planning, targeting, executing, and analyzing marketing
plans and campaigns.
? Business partner segmentation determines target groups on the basis of business partner attributes and
other information.
? The target groups are assigned to campaigns of a marketing plan.
? The campaign is assigned to a contact channel where it is defined what type of transaction is created per
business partner (for example, activity, offer, visit, service query).
? If it is a telephone campaign, then an interactive script can also be assigned.
? The target group is handed over to a contact channel to carry out the campaign. In this way a call list is
created from the target group of a telephone campaign.
? The call list must still be assigned to an agent before it can be processed in the Interaction Center.

© SAP AG CR410 2-12

 Telesales: Sales Order

Item
overview

Sales Order

Link to Link to
product pricing
info details

Item details Header details

Item
Header
data
data

? SAP AG 200 4

? The key area telesales enables agents to execute sales campaigns effectively, track opportunities, and
meet revenue targets for Interaction Centers focused on outbound or inbound lead-qualification and sales
activities.
? The Interaction Center can also leverage your outbound dialing hardware to optimize agent efficiency.
Features include lead management, pipeline and opportunity management, call scripting and prompts,
call lists, Web chat, e-mail response, Web call-back, sales order management, and quotations.

© SAP AG CR410 2-13

 Product Information

Product HT-1010 Additional Productsfor HT-1010

Notebook Professional 15
Leather bag
Notebook Lock
Mobile Printer
Product Search Additional
products
(cross selling,
accessories)

Alternative Products for HT-1010

Notebook Professional 17

Product Alternative
details products
(up-selling)

? SAP AG 200 4

? The agent has several options for calling up product proposals when entering sales transactions in the Interaction
Center:
? Product proposal from mySAP CRM Marketing: mySAP CRM Marketing enables the system to propose
products appropriate to the business partner (compare the Marketing Planning and Campaign Management unit).
Top-n list, cross-selling, accessories, and up- and down-selling strategies can be used individually or in
combination.
? The various product proposals can be supplemented with proposed quantities from the customer sales history
(for example, from the last five orders).
? The partner/product range is also supported by the Interaction Center. Lists of products or product categories can
be included or excluded for specific business partners or groups of business partners. The partner/product range
can be used to propose and select products and to monitor exclusion requirements.
? An availability check is carried out for the ordered products (ATP check via SAP APO).
? Pricing, maintenance, and variant configuration are available in the Interaction Center.
? Search and display product information
? Multiple search criteria such as description, product category, IDs
? Price and availability
? Product information
? Long text for product information
? Net price
? Any spare parts, accessories, cross-selling, up-selling, and down-selling information
? Easy navigation and integration in sales process
? Integration in the quotation/sales order
© SAP AG CR410 2-14
 ? Easy navigation to more detailed information

© SAP AG CR410 2-15

 Customer Service & Support

Which
product is
damaged
Service Header and needs Problem Description and Actions
service
Service Order R-1001
Product ID
Problem
Description RKT 1001 Personal Comp.
Problems with network server PC,
description,
Hard disk seems to be crashed
symptoms,
and so on
Reason
Symptom

Items

SRV_ONSIGHT On sight Support

Service
product that
will be
delivered

? SAP AG 200 4

? The Interaction Center also supports business processes in service. A service request comes into the
Interaction Center as a call, e-mail, or fax and is forwarded to the appropriate agent. The agent takes the
call and decides how to proceed. Various scenarios are available, which can be used individually or in
parallel:
?The agent recognizes that the customer needs support from a technician, and enters a service process
(compare unit on transaction processing). An employee in the field traces the service process further.
?The agent starts the Interactive Intelligent Agent to find an appropriate answer to the customer's
inquiry. The agent can inform the customer of the appropriate solution over the phone, by fax, or by e-
mail.
? The Interaction Center offers support for Internet customers. A call-me-back button can be integrated
into CRM Web shops. If the customer chooses this button on the Internet, the agent calls him back. An
IC agent can give the customer additional information, or support the customer during navigation on the
Internet via co-browsing. In co-browsing, the agent takes over navigation of the screen in the customer's
Web browser. Web chat and Web telephony are also supported, however, you need complementary
software before you can use these products.

© SAP AG CR410 2-16

 Knowledge Search

Search Criteria Search Result

Text Search

Knowledge Search There are two types of filters: Model XP-….

Which polarize filter can I use for camera XY-2000 ? Filters that are valid for artificial light ….

Search by Search
free text result list

Search Refinement Cart

There are two types of

filters: Model XP-….
Refinement
Selected
by
solutions
parameters

? SAP AG 200 4

? The knowledge search uses the problem description given by the customer by phone, fax, e-mail, or chat.
The text can be used to search for appropriate solutions that can be returned to the customer.
? The example describes how the knowledge search can be used for a customer inquiry that arrives in the
Interaction Center by e-mail.
? The text or parts of the text can be transferred automatically from the content of the e-mail to the
knowledge search as a default query. The agent can still change the query.
? The agent can enhance or restrict the range of the text search by adding attributes to the search query
(like problem type or problem subtype).
? As a result, the agent receives a search result list in which the problems and solutions found are listed
according to the extent to which they match the texts and attributes.
? The agent selects one or more solution proposals, copies them, and inserts them in the e-mail reply to the
customer.
? Feedback from the customer and/or agent is used to continually optimize the search for a solution. If the
agent refines the search, the system learns how to refine future searches from the way the agent has
refined this search.
? Solution database
? Matches problems and solutions with multiple language support
? Documents (e.g., manuals, diagrams, URL’s) can be attached to solutions

© SAP AG CR410 2-17

? Knowledge search
? Index-based search allowing free text and attribute search, exact phrase search, and exclude phrase
search
? Refinement of search results through keyword clustering
? Self learning engine and agent feedback on solutions
? Automatic suggestion of solutions
? Integration of 3rd-party search engines
? Search across multiple (even 3rd-party) knowledge bases
? E-mail and Chat integration
? Solutions can be sent to customers via email or text chat, including solution attachments (e-mail only)

© SAP AG CR410 2-18

 Case Management

Overview:
case type,
priority,
status,and
Case Overview Case Notes
so on
Cases
Power indicator fixed, works fine now, customer will
call us back, if problem persists

Text field
to enter new
notes

Record Case History

Customer Ackermann, Denver, Colorado Internal Note agent Miller 05/03/2004 13:10
4711
Product PC network HT- 3201 Power indicator fixed but final testing necessary
Sales Sales Transaction 5000342 Internal Note agent Smith 05/03/2004 11:20
e-mail Hardware problem Customer is very upset, because we‘ve tried to fix it
Service Service Order 500453 before and actually charged him for the service
Internal Note agent Smith 05/03/2004 11:10
Power indicator not working properly
Objects Case
related to history
the case (display
only)

? SAP AG 200 4

? Case Management enables you to consolidate, manage, and process information about a complex
problem or issue in a central collection point (a case). Within a case, you can group diverse information,
such as business partners, transactions, products, and documents. This information can reside in different
physical systems.
? You can also use Case Management to process problems and issues that involve multiple processing
steps or multiple processors. Case Management therefore supports the processing and communication
flow between organizational units and helps you to increase processing efficiency.
? Linking relevant information for a single issue
? A case: A single object with few describing attributes. It acts as a folder that links all relevant
documents, objects, and involved parties related to each other from a certain business perspective (e.g.
customer complaint handling, incident tracking).
? Linking of business transactions and electronic office documents
? Linking of involved parties and products affected
? Multiple case note types with an ongoing notes log capturing case-relevant information with user,
date, and time stamp
? Case history log to track and visualize all changes to a case
? Creation of case follow-up and to-do items
? Can be processed across multiple departments
? Powerful case search capabilities that support natural language text searches against case notes and
content of linked documents
? Activity clipboard content can be transferred directly into the case
? Registration, management, and analysis of common information enabled by:

© SAP AG CR410 2-19

 ? Ongoing Notes Log – Creation of case-relevant notes in several languages; notes are user, date and
time stamped
? Activity Management – Viewing and creation of activities from within a case. Activities associated
with a case can be assigned to more than one case representative
? Business Transaction Management – Create and link application-independent business transactions
(CRM, SAP R/3) to a case; view/link and process existing business transactions
? Document Management – View, maintain and link electronic documents, such as forms and policies,
within a case
? Business Partner Management – Create, view and maintain partner information (persons responsible
for the case, persons who are affected by the outcome of the case)

© SAP AG CR410 2-20

 Agent Functions: Summary

You are now able to:

? List the components that make up the front office screen
? List the functions available to an agent through the front office

? SAP AG 200 4

© SAP AG CR410 2-21

 Exercise

Unit: Interaction Center

Topic: Interaction Center WebClient: Business Processes

1 Incoming Call in the Interaction Center WebClient

1-1 Log on to the IC WebClient:

To test the IC WebClient go to the Development Workbench: Transaction SE80 and

test BSP application CRM_IC.

1-2 There is an incoming phone call from business partner ##Turner.

Identify and confirm the customer.

1-3 Sales: Sandra ##Turner is interested in buying a notebook HT-1010. Start to maintain
a sales order.

At the end of the communication process select End to save the transaction data and to
terminate the contact.

1-3-1 Check if the sales transaction was added to the interaction history of Sandra
##Turner.

1-4 Service: Knowledge Search: A few days later Sandra ##Turner calls again. She is
reporting that the notebook sometimes shuts down after displaying Error 190.

1-4-1 Before you start processing any business transaction or process you want to
store the information given by the customer. For this purpose open the scratch
pad.
Type Notebook: Error 190 displayed.

Try to find a solution for the customer’s problem using the knowledge search.

© SAP AG CR410 2-22

 1-4-2 Select Knowledge Search in the navigation bar.

Import Scratch Pad and run the search.

Optional:

1-5 Service: Case Management (full functionality available as from SP04). This scenario
is similar to the solution search scenario. Again the customer calls because of a problem
with a delivered product. The difference is that you want to link all the information to a
case. The case can be your link for tracking all past, present, and future information on
the reported problem.
Search for the sales order you have maintained for the customer before using the
Interaction History as described in 1-3-2.
Enter information into the scratch pad as described in 1-4-1.
Search for a solution using the knowledge search and add the solution to the cart as
described in 1-4-2.

Now select Cases in the navigation bar.

As you do not want to search for existing cases, scroll down and select Go to create a
new Incident Tracking case.
Import Scratch Pad into the Case Notes.
Scroll down and press Activity Clipboard to import any information from the Activity
Clipboard of the Interaction Record into the case.
Enter information like Priority, Category, and Status.
The case is automatically Saved at end of contact.

If later on it is necessary to create a service order, complaint, service confirmation, and

so on for the customer, these transactions can also be linked to the case and the history
can be displayed in the case log.

© SAP AG CR410 2-23

 Solutions

Unit: Interaction Center

Topic: Interaction Center WebClient: Business Processes

1 Incoming Call in the Interaction Center WebClient

1-1 Log on to the IC WebClient.

To test the IC WebClient, go to the Development Workbench: Transaction SE80.

Choose BSP application: CRM_IC and press Enter.

Double-click object name: CRM_IC
Select: Test or F8

Logon with you course user CRM-##.

Press F11 for full screen mode.

1-2 There is an incoming phone call from business partner ##Turner.

1-2-1 Press Identify Account in the navigation bar.
1-2-2 Enter ##Turner into field Account and press Enter (or search account).
1-2-3 Confirm the identified business partner (or press Enter again).

© SAP AG CR410 2-24

 1-3 Sales: Sandra ##Turner is interested in buying a notebook. Start to maintain a sales
order.

1-3-1 Select Sales Order in the navigation bar.

To search for a product, select the binocular icon in the first line item.

Search with product description notebook.

Choose product ID: HT-1010.

The notebook is displayed together with some text information as well as

product proposals like additional and alternative products.

Add quantity 1 (piece) for the notebook.

Scroll down and add the notebook to the cart.

Sandra also wants to order some additional products. Mark the additional
products Leather Bag and Notebook Locked and add the quantities 1 (piece)
for the additional products.
Add the additional products to the cart.

Scroll down and select Done to leave the product details.

Select Sales Order in the navigation bar to switch back to sales order.

Select End to save the transaction data and to terminate the contact.

1-3-2 Check if the sales transaction was added to the interaction history of Sandra
##Turner.

First identify the customer as described above.

After that you search for the sales document in the Interaction History of the
customer.

Select Interaction History in the navigation bar and search to access the
history of the business partner.

The status of the sales order should indicate that the document was successfully
distributed to the SAP R/3 backend system triggering the order fulfillment
process.

Select the sales order (click on the check box in the first column).

The Interaction Record of the sales transaction is opened up. To access the
© SAP AG CR410 2-25
 sales data of the interactio n press Sales Order in the navigation.

1-4 Service: Knowledge Search: A few days later Sandra ##Turner calls again. She is
reporting that the notebook sometimes shuts down after displaying Error 190.

First identify the customer as described above.

1-4-1 Before you start processing any business transaction or process you want to
store the information given by the customer. For this purpose open the scratch
pad.
Type Notebook: Error 190 displayed.
This free text note can later on be imported from the scratch pad into
- Text types of business transactions
- The knowledge search
- Case management

Try to find a solution for the customer’s problem using the knowledge search.
1-4-2 Select Knowledge Search in the navigation bar.

Under Search Criteria select Import Scratch Pad to import the text note you
have entered into the scratch pad before.

The search result list is displayed on the right hand side of the screen. The first
solution indicates that the battery voltage might be exhausted and suggests
connecting the power supply to the notebook. ##Turner will try this solution
and call back later in case the solution fails.

© SAP AG CR410 2-26

 Optional:

1-5 Service: Case Management (full functionality available as from SP04). This scenario
is similar to the solution search scenario. So again the customer calls because of a
problem with a delivered product. The difference is that you want to link all the
information to a case. So the case can be you link for tracking all past, present and
future information on the reported problem.
Identify the account ##Turner.
Search for the sales order you have maintained for the customer before using the
Interaction History as described in 1-3-2.
Enter information into the scratch pad as described in 1-4-1.
Search for a solution using the knowledge search and add the solution to the cart as
described in 1-4-2.

Now select Cases in the navigation bar.

As you do not want to search for existing cases scroll down and select Go to create a
new Incident Tracking case.
Import Scratch Pad into the Case Notes.
Scroll down and select Activity Clipboard to import any information from the Activity
Clipboard of the Interaction Record into the case.
Enter information like Priority, Category, and Status.
The case is saved automatically at end of contact.

If later on it is necessary to create a service order, complaint, service confirmation, and

so on for the customer these transactions can also be linked to the case and the history
can be displayed in the case log.

© SAP AG CR410 2-27

 Creating an IC WebClient Profile: Course Outline

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4

© SAP AG CR410 3-1

 Creating an IC WebClient Profile: Content

Definition of the IC WebClient

Framework Profile
Creating an IC WebClient Profile
Assigning the IC WebClient Profile to an
Organizational Unit

? SAP AG 200 4

© SAP AG CR410 3-2

 Creating an IC WebClient Profile: Objectives

At the conclusion of this unit , you will be able to:

? Create an IC WebClient profile and link it to an organizational unit

? SAP AG 200 4

© SAP AG CR410 3-3

 Interaction Center: Configuration

IC WebClient: Functions

?Sales, service, marketing

?Telephone integration
?E-mail integration
?Internet integration
Configuration of
the a gent profile

IC Profile

Individual Configuration for:

?Entire call center
?Groups of agents
?Individual positions

? SAP AG 200 4

? The Interaction Center supports all CRM strategies, such as:

? Sales: processing of sales transactions, opportunities, product proposals
? Service: E-mail processing and workflow, solution database, service transactions
? Marketing: Campaigns, call lists, product proposals
? In addition, the Interaction Center supports multi-channel communication:
? Telephone: Incoming and outgoing calls, routing, call lists, computer telephony integration (CTI)
connection
? E-mail, fax, SMS
? Internet: Inclusion of Internet and intranet pages, co-browsing, call-me-back, Web chat, Web
telephony
? In both the WinClient and WebClient UI, you can control which of these functions are used by
individual agents, agent groups, or entire call centers by assigning individually configured profiles.

© SAP AG CR410 3-4

 IC WebClient Customizing: Overview

Advanced Customizing Customizing

(BSP programming) (IMG Activities)

IC WebClient Framework Profile IC WebClient Profile

Link to the IC WebClient BSPs „Master“-Profile including all other
controlling the UI layout profiles that control the IC WebClient
functions

many

different
customizing

profiles
ABAP, XML,
...
HTMLB
...

? SAP AG 200 4

? The IC WebClient is a browser based application. The HTML pages of the WebClient are based on
Business Server Page (BSP) technology. The IC WebClient Framework is a connection between
customizing and the business server pages that allows to integrate customer specific program
enhancements. An introduction into advanced customizing will be handled in a separate unit at the last
day of the course.
? The IMG customizing of the IC WebClient is controlled by the IC WebClient profile which is a list of all
the customizing profiles for the separate WebClient functions. The customizing of profiles for the
functions of the the IC WebClient will be handled in the next unit.

© SAP AG CR410 3-5

 IC WebClient Profile

ID of IC WebClient Profiles

Profiles for each

WebClient function

? SAP AG 200 4

? The IC WebClient profile is a collection of all functions customized in the detail profiles for the
WebClient.
? After you have defined an IC WebClient profile you must assign it to an organizational unit or position
of your organizational model.

© SAP AG CR410 3-6

 IC WebClient Framework

IC WebClient Framework Profile

Link to the IC WebClient BSPs
controlling the UI layout

!
Comparison to
WinClient
In the WebClient Framework
there is no assignment of
visible or hidden components
required

? SAP AG 200 4

? The IC WebClient profile is an XML file that contains a link to one of the IC WebClient Business Server
Pages (BSP). Business Server Pages are the basis of the IC WebClient UI. They are programmed mainly
in ABAP and Business HTML as well as XML.
? In a later unit we will see how we can use the framework to replace views in the WebClient UI.
? Different from the WinClient, WebClient has no concept like visible or hidden components that need to
be assigned to the WebClient framework.

© SAP AG CR410 3-7

 Assigning the IC Profile to an Organizational Unit (1)

Contact Center Organization

Gold Customer Support Team

Position Agent 1

Sarah Hodder

Standard Service SupportTeam

Position Agent 1

Peter Fellows

Position Agent 1

Brigitte Lerp

1. Select required organizational unit or position

2. Choose menu: Goto -> Detail object -> Enhanced Object Description

3. - 5. see next slide

? SAP AG 200 4

? The final step in the profile configuration and assignment is to assign the IC profile to an organizational
level, either an organizational unit or a position in the Organizational Model (OM).
? IC profiles can only be assigned to organizational units and positions. Assignment to user level is not
possible.
? The IC profile stores the Customizing for an agent. It is connected to the agent as an HR infotype. An
infotype describes and defines different attributes or characteristics for objects.
? An IC profile assigned at:
? Organizational unit level means all agents within the organizational unit use the same IC profile.
? Position level means agents assigned to the same position use the same IC profile.

© SAP AG CR410 3-8

 Assigning the IC Profile to an Organizational Unit (2)

Object Edit Goto Utilities Settings System Help

3. Select infotype
Maintain Object
IC WebClient Profile

Plan version 01 Current plan

Object type S Position
Object ID 50000857 Agent 1 4. Choose icon Create/
Object abbr. Agent 1 Change Infotype

Active Planned Submitted Approved Rejected

Infotype name 5. Use F4 help to select

Object the required
IC WinClient Profile IC WebClient profile
IC WebClient Profile

? SAP AG 200 4

? Scroll down in the list of infotypes and select IC WebClient profile.

? Choose the Create or Change infotype icon.
? In the next screen, use F4 for the field IC WebClient profile to display a list of available profiles.
? Select the required IC WebClient profile and choose Enter/Save.

© SAP AG CR410 3-9

 Creating an IC WebClient Profile: Summary

You are now able to:

? Create an IC WebClient profile and link it to an organizational unit

? SAP AG 200 4

© SAP AG CR410 3-10

 Exercises

Chapter: IC WebClient Profile

1 IC WebClient profile and IC WebClient framework profile

You have to prepare before you go into the details of the customizing of IC WebClient
functions.
In this unit, you will create your own IC WebClient profile and assign it to your own
organizational structure in the second step.

1-1 Create your own IC WebClient profile.

Create your own IC WebClient profile Z_PROF_## by copying the IC WebClient

profile Default.

1-2 Create your own IC WebClient runtime framework Z_FRAME -##

Copy the framework profile Default to: Z_FRAME_##. As the framework profiles are
XML code files, you have to copy and paste the XML code.

Assign your new runtime framework profile Z_FRAME_## to your own IC

WebClient profile Z_PROF_##.

© SAP AG CR410 3-11

 1-3 Assign your new IC WebClient profile to your own organizational structure.

Create your own organizational unit CR410_##.

Create your own position Agent_##.

Assign your user CRM-## to your position.

Assign your IC WebClient profile to your position.

Now you can test the IC WebClient and select your new position.
To test the IC WebClient go to transaction SE80 and test BSP application CRM_IC.

© SAP AG CR410 3-12

 Solutions

Chapter: IC WebClient Profile

1 IC WebClient profile and IC WebClient framework profile

You have to prepare before you go into the details of the customizing of IC WebClient
functions.
In this unit, you will create your own IC WebClient profile and assign it to your own
organizational structure in the second step.

1-1 Create your own IC WebClient profile.

Create your own IC WebClient profile Z_PROF_##.

IMG: CRM ? IC WebClient ? Define IC WebClient Profiles

Copy the IC WebClient profile Default to: Z_PROF_##.

Description: IC WC Profile Group ##.

© SAP AG CR410 3-13

 1-2 Create your own IC WebClient runtime framework Z_FRAME -##.
IMG: CRM ? IC WebClient ? Customer-Specific System Modifications ? Define
IC WebClient Runtime Framework Profiles

Copy the framework profile Default to: Z_FRAME_##. As the framework profiles are
XML code files, you have to proceed as follows:

Open up the framework profile DEFAULT.

Copy all the XML code to the clipboard.

Leave the framework profile DEFAULT.

Enter: Z_FRAME_## into the field Profile Name.

Confirm (yes) that you want to create a new profile.

Change the profile description to Framework Profile Group ##.

Paste the XML code from the clipboard into the file.

Save.

Assign your new runtime framework profile Z_FRAME_## to your own IC

WebClient profile Z_PROF_##.

IMG: CRM ? IC WebClient ? Define IC WebClient Profiles

© SAP AG CR410 3-14

 1-3 Assign your new IC WebClient profile to your own organizational structure.

Create your own organizational unit: CR410_##.

SAP Menu: Interaction Center ? Supporting Processes ? IC Structure ?

Create Organization and Staffing

Confirm the suggested validity period.

Enter your organizational unit CR410_##.

Description: Call Center Group ##.

Save, but do not leave the transaction.

Create your own position: Agent_##.

Double-click your organizational unit.

Select Create.

Select Position.

Enter your position: Agent_##.

Description: Agent Group ##.

Save, but do not leave the transaction.

© SAP AG CR410 3-15

 Assign your user CRM-## to your position.

Double-click your position.

Select Assign.

Select User.

Enter your user CRM-##.

Save, but do not leave the transaction.

Assign your IC WebClient profile to your position.

Double-click your position.

Select menu: GoTo ? Detail Object ? Enhanced Object Description

Scroll down in the list of info types and mark IC Web Client Profile.

Select Create.

Enter your own IC WebClient profile Z_PROF_##.

Save and leave the transaction.

Now you can test the IC WebClient and select your new position.
To test the IC WebClient, go to transaction SE80.

Choose BSP application: CRM_IC and press Enter.

Double-click object name: CRM_IC

Select: Test or F8

Logon with you course user CRM-##.

Select your position.

© SAP AG CR410 3-16

 Customizing IC WebClient Functions: Course Outline

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4

© SAP AG CR410 4-1

 Customizing IC WebClient Functions: Content

XML customizing of IC WebClient

profiles
Using the support of customizing
wizards
Configuration of the Navigation Bar
and the Transaction Launcher
Configuration of other WebClient
functions

? SAP AG 200 4

© SAP AG CR410 4-2

 Customizing IC WebClient Functions: Objectives

At the conclusion of this unit , you will be able to:

? Explain the process of customizing IC WebClient functions
? Use Wizards supporting the configuration

? SAP AG 200 4

© SAP AG CR410 4-3

 Customizing IC WebClient functions: Overview
Change View Define IC WebClient Profiles
New Entries
1 Select the function you want to customize
Example: Navigation bar Profile DEFAULT_IDES

Define IC WebClient Profiles

2 Copy the corresponding profile Description IDES Default profile

Alert Modeler DEFAULT
Example: Navigation bar profile Act. Clipboard DEFAULT
Event Handling DEFAULT
Nav Bar Profile DEFAULT_IDES

3 Make the required changes Toolbar DEFAULT_CALL_LIST

Script 001
Example: Insert new Acct ID Profile DEFAULT
navigation link Business Trans. DEFAULT_IDES
Framework DEFAULT
4 Assign function profile E-Mail Profile DEFAULT
Campaign Prof.
to your IC WebClient profile Trans Lnch Prof DEFAULT_IDES
Messaging Prof. BROADCAST_PRO
CMS Profile
CM Profile DEFAULT
AI Profile
PP Profile
Call List Prof.
Planned Bus. App. ID
Prof. ID Ltxts

? SAP AG 200 4

Generally the customizing of IC WebClient functions can be separated into four steps:
? First you need to find out which of the profiles is controlling the function that you want to change. In
this case, you want to change the buttons that are available in the navigation bar. You need to create your
own navigation bar profile.
? Create the new profile by copying an existing profile that more or less matches your requirements.
? After creating the new profile, change the settings of the profile (for example, insert a new navigation
link (=button) into your navigation bar profile).
? As a last step, any new profile needs to be assigned to your IC WebClient profile.

© SAP AG CR410 4-4

 Customizing: XML Files and Wizards

1 Open the default profile of the function

Copy XML code to clipboard
2 Create a new profile for the function
Insert XML code from clipboard
3 Make the required changes

a Use wizard to change profile b Change XML code manually

4 Assign function profile to your IC WebClient profile

? SAP AG 200 4

? Many of the customizing profiles for the IC WebClient are based on XML-files. Creating or changing
these profiles requires you to create or change XML code.
? As there are wizards for most of these profiles, you do not necessarily have to manually create or change
XML code.
? The customizing wizards are graphical tools asking you for the parameters you want to create or change.
The XML code and sometimes also related ABAP code will be generated automatically by the wizards
in the background.
? The wizards are not able to copy an existing profile like the SAP delivered DEFAULT profiles including
the XML files. So it makes sense to manually copy the content of an existing XML file into a new
profile first. Afterwards, you can make the changes in the new profile either manually or use the wizard
to change settings.
? As a last step any new profile needs to be assigned to your IC WebClient profile.

© SAP AG CR410 4-5

 Navigation Bar Profile: Basics

XML tag: groupTitle

XML tag: description

XML tag: standardArea

Interaction

Displays customer interactions

XML tag: linkTitle

Index Here agents

can control
their
personalized
XML tag: personalizedArea area

? SAP AG 200 4

? The navigation bar provides a vertical line of buttons in the IC WebClient UI that allows you to navigate
to different views of the WebClient.
? The navigation bar consists of two different areas:
? The standard area administered only by the IMG customizing of the navigation bar profile.
? The personalized area that can be personalized by any agent using the navigation bar index of their
WebClient.
? The separation of the two areas as well as the separate button of the navigation bar is controlled by XML
tags of the navigation bar profile.
? As you can make most of the required settings using the navigation bar wizard, it is not really necessary
to know the XML tags. It is useful to get a basic understanding of XML settings because some other
profiles wizards are not yet available and in some cases, specific XML tags are not yet represented in the
wizards.

© SAP AG CR410 4-6

 Navigation Bar Profile: XML Details

<?xml version="1.0"?>
<linkList>
<standardArea>
<linkEntry > tag descriptions: see notes below
<id>Identify_Customer</id>
<linkTitle>$(CRM_IC_APPL/IDENTIFY_CUSTOMER)</linkTitle>
<permanentFlag>true</permanentFlag>
<navigationLink>IdentifyCustomerView</navigationLink>
<navigationLinkClass >
Identify Account </navigationLinkClass>
<viewsets>
<viewset>BuPaMainViewSet</viewset>
<viewset>BuPaMoreFieldsSet</viewset>
</viewsets>
</linkEntry>
<linkEntry >
<id>Interaction_Record</id>
. . .

? SAP AG 200 4

? All required settings of a navigation bar profile can be done using the wizard. So it is not required to know the
following XML tags. However the documentation of the tags corresponds to the field entries you do in the wizard.
? <id> ID of the function
If the link triggers a launch transaction, the IDs in both profiles need to be identical.
? <linkTitle> Function name shown in the navigation bar and in the index
The texts are stored in the Online Text Repository (see slide on OTR)
? <permanentFlag> only for functions of the standard area
true = function is in the standard area, false = function is not in the
standard area
? <defaultFlag> only for functions of the personalized area
true = function is in the personalized area, false = function is not in the
personalized area
(only valid until agents start to do their individual personalization)
? <navigationLink> Name of the standard IC function view
All available navigation links can be selected from the navigation bar
wizard. If the link triggers a launch transaction, the value must be ABoxExecution
? <navigationLinkClass> Name of the alternate IC function view used instead of
the standard view
? <viewsets> groups the viewset entries
? <viewset> Viewsets that the function can navigate to. This entry enables the
navigation bar to highlight the function that the agent is currently working
in if the agent selected a function through another function.

© SAP AG CR410 4-7

 Navigation Bar: Navigation Links

Navigation Bar Wizard

Link to any CRM or
SAP R/3 transaction
via transaction
launcher
ABoxExecution

Navigation links
to IC WebClient
standard views

? SAP AG 200 4

? When you create a new link in your navigation bar via the wizard you can select from the list of
navigation links.
? There are two general types of navigation links:
? Launching views of the IC WebClient:
This way you make any view of the IC WebClient available in the navigation bar. The navigation
links delivered by SAP are stored in the BSP application CRM_IC_RT_REP navigation links
delivered by SAP are stored in the BSP application CRM_IC_RT_REP (you can find more
information on the IC WebClient BSPs in unit Software Architecture in this course).
? Launching other CRM or SAP R/3 transactions via the transaction launcher:
The transaction launcher navigation link is called ABoxExecution (as it is related to the WinClient
ActionBox technology).
The transaction launcher supports two general types of transactions:
- Launching pages of People Centric CRM
- Launching BOR Objects as HTML GUI transactions from any SAP System (CRM, R/3, …) via an
Internet transaction server (ITS)

© SAP AG CR410 4-8

 Navigation Bar and Transaction Launcher

Navigation Bar Transaction

Profile: Launcher Profile:

Link ID e.g.: Link ID:

click identical
SAP R/3 >R3_SALES_ORDER< >R3_SALES_ORDER<
Order

Navigation Link:
>ABoXExecution<
calls
transaction launcher

SAP R/3 sales order

displayed in CRM
IC WebClient

? SAP AG 200 4

? The transaction launcher allows you to connect any remote CRM or R/3 transaction to a navigation bar.
This way remote transactions can be displayed and maintained directly in the IC WebClient.
? Any link entry of the navigation bar that is supposed to call the transaction launcher, needs the
navigation link >ABoxExecution< (this term is related to the Action Box technology of the IC
WinClient).
? In addition, the link ID in the navigation bar profile and the transaction launcher profile need to be
identical.

© SAP AG CR410 4-9

 Transaction Launcher Customizing

XML code required for a launch transaction

(can be generated by wizard)

Link ID:
(identical to NavBar ID)

<ACTIONS>
<CRMT_IC_ACTION_DEF> Handler Class:
ABAP class that
<ID>ACTION_DISPLAY_CUSTOMER</ID>
executes the launch
<CLASS> CL_CRM_IC_ABOXSAMPLE_DISPBP</CLASS> transaction (generated
by wizard)
<MAPPEDLOGSYS>OWNLOGSYS </MAPPEDLOGSYS>
</CRMT_IC_ACTION_DEF>
...
... Logical System:
Target system of the
</ACTIONS>
transaction launcher (here
the CRM System itself)

? SAP AG 200 4

? The launch transactions are stored in the transaction launcher profile which is a file of XML code. Each
launch transaction links to an ABAP class that contains further settings.
? There is a wizard for transaction launcher profiles that allows you to make all required settings without
having to touch the XML or ABAP class coding.
Important settings are:
? Link ID: The ID of the launch transaction and the link ID of the navigation bar must be identical (see
previous slide).
? Handler Class: The handler class represents the ABAP Objects class that contains all code needed to
execute a specific launch transaction. You can select from the handler classes implemented by SAP or
have your own handler class generated by the wizard. (Note: if you want to manually change the
ABAP code of the classes you can access all handler classes in the Development Workbench
[Transaction SE80] as sub-classes of super class CL_CRM_IC_ABOX_ABSTRACT).
? Transaction Launcher Type: People Centric UI or BOR Object
? Mapped Logical System: If you want to launch objects outside the CRM system you have to enter the
mapped logical system (like the SAP R/3 backend system). More details on the mapping of logical
systems are given in the exercises of this unit.
? (BOR) Object Type: Here you select the type of object you want to launch (for example, a CRM
opportunity or an SAP R/3 sales order).
? Method: Methods can be create, change, display, and so on
? Parameters: Some handler classes allow you to pass parameters to the launched transaction. In case of
object R/3 sales order and method create this could be the document type of the order you want to
create.

© SAP AG CR410 4-10

 Transaction Launcher: Types

Transaction Launcher Wizard

Transaction Launcher Type

People-Centric UI Transaction
BOR-Transaction

Integrate pages of the CRM People - Integrate BOR transactions of

Centric UI any SAP system
(e.g. Lead and Opportunity Mgt.) (e.g. SAP R/3 sales order or
CRM master data)

? SAP AG 200 4

The transaction launcher supports two general types of transactions:

? Launching pages of People Centric CRM: Any transaction of People Centric CRM can be integrated into
the IC WebClient screen. The People Centric CRM UI is based on Business Server Pages (BSP)
technology, just like the IC WebClient. Based on the BSPs, the CRM system can directly generate
HTML views that be integrated into the IC WebClient.
? Launching BOR transactions of the CRM system or any remote SAP system: Objects like the CRM
business partner, SAP R/3 customer master or SAP R/3 sales order can be called by BOR transactions.
BOR stands for Business Object Repository. It is a list of all kinds of business objects that exist in SAP
systems. They can be called and integrated as SAP GUI transactions into the IC WebClient. In this case
an ITS (Internet Transaction Server) is required to translate the SAP GUI into HTML views.

© SAP AG CR410 4-11

 CRM Business Transactions

Interaction Record
reason: text notes: Representing
direction: the inbound/
status:
result: outbound call

Sales Document
Items
Notebook 20 pc 1,600. -- Representing
Leather bag 20 pc 85,--
... ... . . . ,-- the sales
Identify Account data of the call
Item details
Interaction Record
Sales Order Service Document
Header Data
Product/IBase Problem description
Service Order
Symptoms
Case

Inbox
Service Items
... Representing
Repair service 2 hours
the service Spare parts 10 pc
... ...
aspect of the call

? SAP AG 200 4

? In the WebClient standard there are three buttons in the navigation bar that navigate to IC WebClient
views of CRM business transactions.
? The interaction record stores all the communication related data of the phone call (for example, data like
direction (inbound/outbound), status, result, free text notes). The same applies to other communication
channels like e-mail or chat communication.
? The sales document can include quotation and order status and stores all sales items the customer wants
to order.
? The service document represents the service aspect of a phone call. Here the agent enters information on
the customer’s product that needs to be serviced and the service items like hours of repair service and
quantity of spare parts.
? The next slide will explain how the sales and service document will be related to the interaction record
depending on customizing settings of the business transaction profile.
? Note: So far interaction record, sales, and service documents are integrated into the agent‘s screen by
WebClient specific views. Any other CRM business transaction like lead, opportunity, and complaint
can be integrated into the WebClient based on the People Centric CRM pages started by the transaction
launcher. Cases are not CRM business transactions but independent documents handled by the system
basis.

© SAP AG CR410 4-12

 Business Transaction Profile: Option 1

Business Transaction Profile Interaction Record: 1065

Default Transaction Type: reason: text notes: Will always
0010 Interaction Record direction:
status: be saved at
result: contact end
Dependent Transaction Type:
TA Sales Order representing
the inbound/
Dependent Transaction Type: outbound
SERV Service Order communication

? Separate documents Service Document: 50000129

? Individual document ID Sales Document
Product/IBase 50000128
Problem description

? Connected by document Items Symptoms

flow Notebook
Leather bag
20 pc
20 pc
1,600.--
85, --
... ... . . ., --
Service Items
Repair service 2 hours
Will only be
Spare parts
...
10 pc
...
Item details saved if data
is entered
Header Data

? SAP AG 200 4

? The business transaction profile is controlling which CRM business transaction type is linked to the
navigation bar buttons.
? You can assign the interaction record and the sales or service transaction types in two different ways:
? This example suggests assigning the interaction record as the default transaction type and sales and
service transaction types as dependent.
? In this case, the system will create an interaction record whenever a contact ends to store the contact
data.
? A sales and/or service document will only be created if the agent presses sales and/or service in the
navigation bar and makes entries to these documents.
? The sales and/or service documents will be saved as individual documents. Interaction record, sales, and
service documents are stored by separate document IDs and are connected by the data flow.

© SAP AG CR410 4-13

 Business Transaction Profile: Option 2

Business Transaction Profile

Default Transaction Type:
TA Telesales Controlling the
sales part of the
Dependent Transaction Type: transaction
SERV Service Order

Transaction Type Customizing

Transaction Type: Sales Document 50000131
TA Telesales
Items
Dependent Transaction Category: Notebook
Leather bag
20 pc
20 pc
1,600.--
85, --
Business activity ... ... . . ., --

reason: text notes:

direction:
status:
Controlling the result:

contact part of
one document; one document ID
the transaction

? SAP AG 200 4

? If you do not want the interaction record to be stored as a separate document, you have to assign the
sales or service document as the default transaction type to the transaction profile.
? In our example the default transaction type is a telesales order. In this case the contact data and the sales
data are stored within one document, the sales transaction. The contact data are integrated into the sales
transaction.
? Here the contact data is not controlled by the business transaction profile but by the dependent business
transaction category Business Activity of the sales transaction type.

© SAP AG CR410 4-14

 Business Partners in Transactions

Account

with
Contact
Person IC Agent
XY Incorp.

0010
Activity Contact person Interaction Center
Interaction
partner Agent
Record

TA Sold-to Employee
Sales Order party Contact person Responsible

SRV1 Sold-to Person

Contact person
Service Order party Responsible

? SAP AG 200 4

? You can define in which partner functions the identified customer, or, if necessary, the contact person
and the Interaction Center agent, should use in the business transaction.
? This way, one communication partner can occur with different partner functions in different transactions
in the WebClient.

© SAP AG CR410 4-15

 Account Identification

B2C Business-to-Consumer

Sandra Turner
Account Search
B2B Business-to-Business

automatic
contact search?
XY Incorp.

Category
Defaults: Create
Account Creation Role
master data
…

Auto Continue account identification auto continue?

and Navigation account confirmation navigation?

? SAP AG 200 4

? With the account identification profile you can define parameters for account searches in the IC
WebClient.
? You can use either a business-to-business scenario or a business-to-consumer scenario.
? You can also set default values that the system uses when agents create new accounts or contact persons
in the WebClient.
? Auto continue can be activated. In this case, the agent does not have to confirm the determined business
partner manually.
? Navigation links can be assigned and automatically carried out after account confirmation.

© SAP AG CR410 4-16

 Alert Modeler: Functions

Alerts displayed in
context area

time to wrap up inbound call +422 77664 2334

Sandra Turner 2 suggested solutions accepted 1:40 ready

duration of the call

Interaction Record Knowledge Search

reason: text notes: text search: result list:
solution: check …
status: Problem description solution: power supply
result:
Wrap up the call
Access solution
information in the
search result list
interaction record

? SAP AG 200 4

? The alert modeler presents important information to the agent and automates processes to increase
agent productivity.
? Business rules (conditions and actions) are defined and assigned using the alert modeler profile
wizard.
? Alerts are displayed in the persistent context area so they are always visible to the agent.
? Alerts can have hyperlinks that take an agent directly to a relevant screen.
? In our example there are two alerts:
- Time to wrap up indicates that the planned call duration is exceeded. The link takes the agent to the
interaction record to wrap up the interaction information and finish the call.
- The other message notifies the agent that the knowledge search has determined two solutions for
the customer’s problem. The link navigates to the knowledge search to display the solutions.

© SAP AG CR410 4-17

 Alert Modeler: Customizing

Triggering event: Parameter:

Business partner 100 seconds
determined

Class : Reminder

Message text:
inbound call +422 77664 2334
Sandra Turner time to wrap up accepted 1:40 ready
duration of the call

Navigation link
Interaction Record
InterRecordView reason: text notes:
status:
result:

? SAP AG 200 4

? Alerts are controlled by customizing settings of the alert modeler profile which can be maintained by a
wizard.
? In this example the agent receives a reminder message indicating that it is time to wrap up the call. The
reminder is triggered when the call duration exceeds 100 seconds (1 minute, 40 seconds).
? Relevant settings for this alert:
? The alert is triggered when 100 seconds have passed since the business partner was determined.
? The triggering event is business partner determined with the parameter 100 seconds.
This event triggers the alert Java class ReminderAlert. The Java class determines which parameters
and values are available for the alert.
? The message text controls which text appears in the context area of the agent’s screen.
? The technical name of the navigation link in the example is AlertToInteractionRecordView. This
allows the agent to navigate from the alert to the interaction record by double -click.
Note: the navigation links can be selected from the F4-help of the alert modeler wizard. Navigation
links are stored in the Runtime Repository of the WebClient (also see Software Architecture in this
course).

© SAP AG CR410 4-18

 Alert Modeler: Technology

Context area

Work area

IC WebClient

ABAP Java

IC WebClient application Alert Messaging

Application
(Business Server event Modeler Service
Page CRM_IC)

SAP Web AS 6.20

? SAP AG 200 4

? The alert modeler is mainly running on Java technology. This is possible as the CRM 4.0 release is based
on an SAP 6.20 Web Application Server that consists of an ABAP and a Java runtime environment. The
ABAP server is running the main IC WebClient application while the Java server is responsible for some
additional services like the alert modeler and its messaging service. You can find more information on
the software architecture of the IC WebClient in Software Architecture.
? Usually the triggering event of an alert is an ABAP application event.
? The event is propagated to the Java server where the alert service determines, based on its Customizing,
whether any alert is associated with this application event.
? If this is the case, the alert class specified in Customizing is invoked and any event parameters are
passed on. The logic in the alert class is executed, determining whether the alert should be displayed and
evaluating all properties and placeholders declared in Customizing.
? Finally, the message is assembled and is sent via the messaging service to the WebClient running in the
agent’s browser. At the browser, there is an applet that represents the client side end point of the
messaging service. When an alert message is received, a JavaScript event handler is invoked at the
browser that parses the message context and renders the message within the context area of the page via
DHTML.
? Since the messaging service maintains its own socket connection to the browser, the alerts can be
displayed asynchronously to the application logic and are not limited by the HTTP request-response
cycle between the browser and the HTTP server. This also ensures real-time rendering of the alert
information, regardless of the state of the rest of the application.

© SAP AG CR410 4-19

 Online Text Repository (OTR)

Alias text
... (customizing, coding)
<linkEntry> language independent
<id>Identify_Customer</id>
<linkTitle>$(CRM_IC_APPL/IDENTIFY_CUSTOMER)</linkTitle>
...

Interaction Record
OTR
UI element:
Requires
translation Package: CRM_IC_APPL
Alias: CRM_IC_APPL/IDENTIFY_CUSTOMER

Language: EN
Text: Interaction Record

language dependent ? translation possible

? SAP AG 200 4

? The Online Text Repository (OTR) is a central storage location for texts and services for editing and
administering these texts.
? The OTR allows translation of texts for BSP applications and provides additional advantages.
? The advantage of using OTR is that your BSP application will be language-independent. All the texts
defined in the OTR are displayed at runtime in the logon language. If the texts are not yet available in
the logon language, they are displayed in the system language. The OTR texts that you create are
automatically translated or are forwarded to the translation transaction (SE63) and are entered in the
translator’s worklist.
? When you create an BSP application you can choose between two different OTR texts:
? Alias texts
- Alias OTR texts are texts shorter than 255 characters. These texts often appear on the interface and
should be reused many times.
- Alias texts can be addressed in the BSP using <%=otr(alias-name)%>
? Long texts
- OTR long texts are texts longer than 255 characters and are displayed in the interface of your BSP
application. They contain, for example, details for the end user about working with the Web
application in question. These texts occur only in a simple format and are seldom reused.
- Long texts can be addressed in the BSP using <otr> text………</otr>

© SAP AG CR410 4-20

 Customizing IC WebClient Functions: Summary

You are now able to:

? Explain the process of customizing IC WebClient functions
? Use Wizards supporting the Configuration

? SAP AG 200 4

© SAP AG CR410 4-21

© SAP AG CR410 4-22
 Exercises

Chapter: IC WebClient Customizing Functions

1 Transaction Launcher and Navigation Bar: Starting a page of the People Centric UI.
You want to integrate a new button into the navigation bar that will launch the views of
the People Centric UI (PC UI) for complaint maintenance within the IC WebClient.

First you need to create a new button in the navigation bar by creating a new entry in
your navigation bar profile.

The navigation bar entry ID needs to be identical to the ID of an entry in your

transaction launcher profile.

Configure the transaction launcher entry so that it is able to start the PC UI complaint
maintenance.

1-1 Create your own transaction launcher profile by coping existing profile
DEFAULT_IDES to Z##_ LAUNCH. Do not use the wizard but copy and
paste the complete XML file.

IMG: CRM ? IC WebClient ? Transaction Launcher ? Define

Transaction Launcher Profiles

1-2 Assign your new Transaction Launcher Profile Z##-LAUNCH to your own IC
WebClient profile Z_PROF_##.

1-3 Create your own navigation bar profile Z##_NAVBAR via copying existing
profile DEFAULT_IDES

Do not use the wizard but copy and paste the complete XML file as described
above for the Transaction Launcher files.

1-4 Assign your new navigation bar profile Z##-NAVBAR to your own IC
WebClient profile Z_PROF_##.

© SAP AG CR410 4-23

 1-5 Create a new entry in your navigation bar profile Z##-NAVBAR that you will
later link to an entry in your Transaction Launcher. You could use the wizard or
copy the required XML code.

Nav. Bar Profile: Z##-NAVBAR

ID: Z##_Compl
Title: Z##_Complaint
Select: Standard area
Navigation Link: ABoxExecution

1-6 Go to the Transaction Launcher Wizard and create a new entry to launch a
complaint (Business Transaction Type CRMC).

Wizard step: Profiles

Nav. Bar Profile: Z##_NAVBAR
Nav. Bar Link ID: Z##_COMPL
Trans. Launch Profile: Z##_LAUNCH
Wizard step: Technical Details
Trans. Launch Profile: Z##_LAUNCH
Description: (Desc. of your Transaction Launcher profile)
Handler Class: Z##_COMPLAINT
Please be careful not to generate a class twice, because you can overwrite an
existing one!
Wizard step: Further Technical Details
Tr. Launcher Type: People-Centric UI Transaction
Object Type: CRM Complaint
Method: DEFAULT
Wizard step: Transaction Parameters
Parameter: Create Parameters
Value: blanc
Trans. Type: CRMC
(Note: CRMC is the transaction type of the business transaction CRM
Complaint).
Complete Wizard.

Test: Now you can start the IC WebClient and select your position.

Test if the new button appears in the navigation bar. Select the button to launch
the complaint transaction.

© SAP AG CR410 4-24

 2 Transaction Launcher and Navigation Bar: Launching a BOR Object

You want to integrate a new button into the navigation bar that will launch the CRM
business partner maintenance using a BOR method.
The GUI transaction look and feel will be displayed within the IC WebClient.

2-1 Create a new entry in your navigation bar profile. You can use the wizard or
copy the required XML code.

Nav. Bar Profile: Z##-NAVBAR

ID: Z##_BUPA
Title: Z##_Business Partner
Select: Standard area
Navigation Link: ABoxExecution

2-2 Go to the Transaction Launcher Wizard and create a new entry to launch the
CRM Business Partner BOR Object (BUS1006005).

Wizard step: Profiles

Nav. Bar Profile: Z##_NAVBAR
Nav. Bar Link ID: Z##_BUPA
Trans. Launch Profile: Z##_LAUNCH

Wizard step: Technical Details

Trans. Launch Profile: Z##_LAUNCH
Description: Desc. of your Transaction Launcher profile
Handler Class: Z##_BUPA
Please be careful not to generate a class twice, because you can overwrite an
existing one!

Wizard step: Further Technical Details

Tr. Launcher Type: BOR Transaction
Logical System: for CRM Server DTZ_80X (800/801/802 depending on
your CRM training system client number)
BOR Object Type: BUS1006005 (CRM Business Partner)
Method Name: Display

© SAP AG CR410 4-25

 Wizard step: Transaction Parameters
Parameter: Object key
Value: //currentCustomer/BP_NUMBER
Field Name/Descr/Value blanc

Wizard step: Activity Clipboard Integration: leave empty

Complete the wizard.

3 Optional: Business Transaction Customizing

Our navigation bar contains three entries:
? Interaction Record: To maintain the contact data of the interaction
? Sales Order: To maintain a sales transaction
? Service Order: To maintain a service transaction
Using the Business Transaction Profile you can control the transaction types of the
business transactions created when an agent is selecting one of these navigation bar
buttons.

3-1 Create your own Business Transaction Profile.

Copy the existing profile DEFAULT to Z##-Transactions.

Default Transaction Type: 0010 (Interaction Record)

Dependent Business Transactions:
New entry: TA Standard Order, flag: Sales Default
New entry: SRVO Service Transaction Order, flag: Service Default

Choose Dialog Structure: Assign Price (/List) Types

Choose N Net Price and NPL Net Price List
This will influence how the prices are displayed in business transactions.

Save.

3-2 Assign your new Business Transaction Profile Z##-Transactions to your own IC
WebClient profile Z_PROF_##.

© SAP AG CR410 4-26

 4 Optional: Online Text Repository
The Online Text Repository is only relevant in case you have maintained the titles of the
navigation bar buttons in exercise 1 and 2 directly in the XML document.

In the XML files there is no way to translate the titles into multiple languages.
It is more useful to store the texts in the Online Text Repository (OTR). Here each text
can be maintained in different languages. The OTR entry needs to be referenced in the
navigation bar by the XML tag <linkTitle>.

4-1 Go to the XML file of your navigation bar profile.

Replace at least one of your own linkTitles as follows:

Old: <linkTitle>Z##_Complaint</linkTitle>
New: <linkTitle>$(CRM_IC_APPL/Z##_COMP)</linkTitle>

Old: <linkTitle> Z##_BusinessPartner</linkTitle>

New: <linkTitle>$(CRM_IC_APPL/Z##_BUPA)</linkTitle>

4-2 Start the Online Text Repository (OTR): Transaction code: SOTR_EDIT
Choose language: English

Select: Create

Package: CRM_IC_APPL
Alias: CRM_IC_APPL/Z##_COMP
Object Type: WAPP

Text:
Length: 12
Text: Complaint ##

Save, confirm, and assign to your own workbench request.

Repeat the above for Z##_BUPA.

4-3 Optional: Translate OTR entries

In the OTR: Change Concept screen (display the OTR details), choose menu
path Goto ? Review. Search for the context in the new language (DE). There
you will come to a screen where you see the original German text, and you can
overwrite it with a new text. At the bottom of the screen, you find information
like Original Language.

© SAP AG CR410 4-27

© SAP AG CR410 4-28
 Solutions

Chapter: IC WebClient Customizing Functions

1 Transaction Launcher and Navigation Bar: Starting a page of the People Centric UI.
You want to integrate a new button into the navigation bar that will launch the views of
the People Centric UI (PC UI) for complaint maintenance within the IC WebClient.

First you need to create a new button in the navigation bar by creating a new entry in
your navigation bar profile.

The navigation bar entry ID needs to be identical to the ID of an entry in your

transaction launcher profile.

Configure the transaction launcher entry so that it is able to start the PC UI complaint
maintenance.

1-1 Create your own transaction launcher profile by coping existing profile
DEFAULT_IDES to Z##_ LAUNCH. Do not use the wizard but copy and
paste the complete XML file.

IMG: CRM ? IC WebClient ? Transaction Launcher ? Define

Transaction Launcher Profiles

Open the profile DEFAULT_IDES and mark the entire XML code.

Copy the XML code to the clipboard [Ctrl-C] and leave the profile.

Type Z##_ LAUNCH into the field Profile Name and select Execute.

Confirm: Yes.

Replace the XML code by pasting the code from the clipboard [Ctrl-V].

Profile description: Z##_ LAUNCH

Save.

1-2 Assign your new Transaction Launcher Profile Z##-LAUNCH to your own IC
WebClient profile Z_PROF_##.

© SAP AG CR410 4-29

 IMG: CRM ? IC WebClient ? Define IC WebClient Profiles

1-3 Create your own navigation bar profile via copying existing profile
DEFAULT_IDES.

New profile: Z##_NAVBAR (Description Z##_NAVBAR).

Do not use the wizard but copy and paste the complete XML file as described
above for the Transaction Launcher files.

IMG: CRM ? IC WebClient ? Navigation Bar ? Define Navigation Bar

Profiles

1-4 Assign your new navigation bar profile Z##-NAVBAR to your own IC
WebClient profile Z_PROF_##.

IMG: CRM ? IC WebClient ? Define IC WebClient Profiles

1-5 Create a new entry in your navigation bar profile that you will later link to an
entry in your Transaction Launcher. You can use the wizard or copy the
required XML code. The following describes first how to use the wizard and as
an alternative and how to manually create and maintain the XML code for a
link entry:

IMG: CRM ? IC WebClient ? Navigation Bar ? Define Navigation Bar

Profiles (Wizard)

Start the wizard.

Nav. Bar Profile: Z##-NAVBAR (do not enter a description).

Continue.

ID: Z##_Compl
Title: Z##_Complaint
Continue.

Select: Standard area

Continue.

Select: Permanent Flag

Link Class (leave empty)
Navigation Link: ABoxExecution
Continue.

© SAP AG CR410 4-30

 ViewSet Name (leave empty)
Continue.

Language and Description: (leave empty, unless you want to logon to

your IC WebClient in multiple languages).
Continue.

Display Profile Overview: This is a display only step that shows you the
order and sequence of all the links of your profile. (Note: if you want to
change the sequence you will have to go to the xml file and change it
manually).
Continue.
Complete.

_______________________________________________________
Alternative: (not necessary if you used the wizard)
Manually create a link entry in the navigation bar profile XML file.

IMG: CRM ? IC WebClient ? Navigation Bar ? Define Navigation Bar

Profiles (Wizard)

-Open your navigation bar profile XML file.

-Copy and paste the XML code of any of the standard area link entries and
change the copy like this:

<linkEntry>
<id>Z##_Compl</id>
<linkTitle>Z##_Complaint</linkTitle>
<permanentFlag>TRUE</permanentFlag>
<navigationLink>ABoxExecution</navigationLink>
<navigationLinkClass>
</navigationLinkClass>
<viewsets>
<viewset>
</viewset>
</viewsets>
</linkEntry>

Save the XML file.

_______________________________________________________

© SAP AG CR410 4-31

 1-6 Go to the Transaction Launcher Wizard and create a new entry to launch a
complaint (Business Transaction Type CRMC).

IMG: CRM ? IC WebClient ? Transaction Launcher ? Configure

Transaction Launcher (Wizard)

Wizard step: Profiles

Nav. Bar Profile: Z##_NAVBAR
Nav. Bar Link ID: Z##_COMPL
Trans. Launch Profile: Z##_LAUNCH
Wizard step: Technical Details
Trans. Launch Profile: Z##_LAUNCH
Description: (Descrpt. of your Transaction Launcher profile)
Handler Class: Z##_COMPLAINT
Please be careful not to generate a class twice, because you can overwrite an
existing one!
Wizard step: Further Technical Details
Tr. Launcher Type: People-Centric UI Transaction
Object Type: CRM Complaint
Method: DEFAULT
Wizard step: Transaction Parameters
Parameter: Create Parameters
Value: blanc
Trans. Type: CRMC
(Note: CRMC is the transaction type of the business transaction CRM
Complaint).
Wizard step: Activity Clipboard Integration:
Activate the flag if you want the complaints created via the new launch
transaction to show up in the activity clipboard of the IC WebClient.
Complete Wizard.

Test: Now you can start the IC WebClient and select your position.

Test if the new button appears in the navigation bar. Select the button to launch
the complaint transaction.

© SAP AG CR410 4-32

2 Transaction Launcher and Navigation Bar: Launching a BOR Object
You want to integrate a new button into the navigation bar that will launch the CRM
business partner maintenance using a BOR method.
The GUI transaction look and feel will be displayed within the IC WebClient.

2-1 Create a new entry in yo ur navigation bar profile. You can use the wizard or
copy the required XML code. In the following we describe first how to use the
wizard and as an alternative how to manually create and maintain the XML
code for a link entry:

IMG: CRM ? IC WebClient ? Navigation Bar ? Define Navigation Bar

Profiles (Wizard)

Start the wizard.

Nav. Bar Profile: Z##-NAVBAR (do not enter a description)

Continue.

ID: Z##_BUPA
Title: Z##_Business Partner
Continue.

Select: Standard area

Continue.

Select: Permanent Flag

Link Class (leave empty)
Navigation Link: ABoxExecution
Continue.

ViewSet Name (leave empty)

Continue.

Language and Description: (leave empty, unless you want to logon to

your IC WebClient in multiple languages).
Continue.

Display Profile Overview: This is a display only step that shows you the
order and sequence of all the links of your profile. (Note: if you want to
change the sequence you will have to go to the xml file and change it
manually).

Continue.
Complete.

© SAP AG CR410 4-33

 _______________________________________________________

Alternative: (not necessary if you have used the wizard)

Manually create a link entry in the navigation bar profile XML file.

IMG: CRM ? IC WebClient ? Navigation Bar ? Define Navigation Bar

Profiles (Wizard)

Open your navigation bar profile XML file.

Copy and paste the XML code of any of the standard area link entries and
change the copy like this:

<linkEntry>
<id>Z##_BUPA</id>
<linkTitle>Z##_BusinessPartner</linkTitle>
<permanentFlag>TRUE</permanentF lag>
<navigationLink>ABoxExecution</navigationLink>
<navigationLinkClass>
</navigationLinkClass>
<viewsets>
<viewset>
</viewset>
</viewsets>
</linkEntry>

Save the XML file.

_______________________________________________________

2-2 Go to the Transaction Launcher Wizard and create a new entry to launch the
CRM Business Partner BOR Object (BUS1006005).

Wizard step: Profiles

Nav. Bar Profile: Z##_NAVBAR
Nav. Bar Link ID: Z##_BUPA
Trans. Launch Profile: Z##_LAUNCH

Wizard step: Technical Details

Trans. Launch Profile: Z##_LAUNCH
Description: Descrpt. of your Transaction Launcher profile
Handler Class: Z##_BUPA
Please be careful not to generate a class twice, because you can overwrite an
existing one!

© SAP AG CR410 4-34

 Wizard step: Further Technical Details
Tr. Launcher Type: BOR Transaction
Logical System: for CRM Server DTZ_80X (800/801/802 depending on
your CRM training system client number)
BOR Object Type: BUS1006005 (CRM Business Partner)
Method Name: Display

Wizard step: Transaction Parameters

Parameter: Object key
Value: //currentCustomer/BP_NUMBER
Field Name/Descr/Value blanc

Wizard step: Activity Clipboard Integration: leave empty

Complete the wizard.

______________________________________________________________
Optional: To access the coding of the handler class that was generated
automatically by the wizard go to transaction SE80 (ABAP Development
Workbench).

Select: Class / Interface

Search for: Z##_BUPA (your handler class)

Expand: Methods ? Redefinitions

Double-click IF_CRM_IC_ACTION_HANDLER~PREPARE_DATA_FLOW

The generated ABAP code is displayed.

Note: All classes (delivered by SAP and created by customers) are subclasses
of the parent class:
CL_CRM_IC_ABOX_ABSTRACT

Below this parent class there are the two subclasses:

CL_CRM_IC_ABOX_ABSTRACT_BOR (which contains all BOR

subclasses)

CL_CRM_IC_ABOX_ABSTRACT_PCA (for People-Centric call

subclasses)

You can search for more coding examples here.

______________________________________________________________

© SAP AG CR410 4-35

 _____________________________________________________________
Optional Info:
Logical Systems for Transaction Launcher BOR Methods are maintained in
several steps:

In the Target System:

1. Maintain Logical System: Transaction BD54

2. Assign Logical System to Client: Transaction SCC4

In the Calling System:

3. Maintain RFC Connection: Transaction SM59

4. Assign Logical System to RFC Connection: Transaction BD94

5. Define Transaction Launcher Logical Systems:

Transaction CRMS_IC_CROSS_SYS
(SAP Menu: Interaction Center ? IC WebClient ? Administration ? System
Parameters ? Define Transaction Launcher Logical Systems and URLs )
In this step you can enter the logical systems you want to reach via the
transaction launcher and the URL of the ITS that will generate the HTML
pages. The ITS needs to be patch level 4 at least.

You can find more detailed information in the Consultants Cookbook unit on
transaction launcher in the section System Connection Basic settings.
http://service.sap.com/crm-inst (select CRM 4.0 and choose Installation &
Upgrade Guides).
_____________________________________________________________

© SAP AG CR410 4-36

 3 Optional: Business Transaction Customizing
Our navigation bar contains three entries:
? Interaction Record: To maintain the contact data of the interaction
? Sales Order: To maintain a sales transaction
? Service Order: To maintain a service transaction
Using the Business Transaction Profile you can control the transaction types of the
business transactions created when an agent is selecting one of these navigation bar
buttons.

3-1 Create your own Business Transaction Profile.

IMG: CRM ? IC WebClient ? Business Transactions ? Define Business

Transaction Profiles

Copy the existing profile DEFAULT to Z##-Transactions.

When asked, copy all dependent entries.

On the highest level of the dialog structure enter:

Description for you profile: Transaction Profile ##
Transaction Type: 0010 (Interaction Record)

Choose Dialog Structure: Dependent Business Transactions:

Delete the existing entries.
New entry: TA Standard Order, flag: Sales Default
New entry: SRVO Service Transaction Order, flag: Service Default

Choose Dialog Structure: Assign Price (/List) Types

Choose N Net Price and NPL Net Price List .
This will influence how the prices are displayed in business transactions.

Save.

3-2 Assign your new Business Transaction Profile Z##-Transactions to your own IC
WebClient profile Z_PROF_##.

IMG: CRM ? IC WebClient ? Define IC WebClient Profiles

© SAP AG CR410 4-37

 _________________________________________________________________

Note on the Business Transaction Model:

Set up like described above, the WebClient will save an Interaction Record any time a
contact ends. If the agent selects Sales Order and/or Service Order, and/or Service
Order will be saved as a separate business transaction independent of the Interaction
Record. The connection of the transactions will be displayed in the activity clipboard
of the Interaction Record (as from SP03).

For example, if you assign a sales or service transaction on the highest level instead of
the Interaction Record (or any other Business Activity), the system will still create an
Interaction Record for every customer contact. This activity will be part of the sales or
service transaction and not independent.

The transaction type of the Activity/Interaction Record, in this case, is not controlled
by the Business Transaction profile but by the customizing of the sales or service
transaction in the general CRM Business Transaction customizing.
This behavior is identical to the situation in the IC WinClient in the earlier releases.

_____________________________________________________________________

Note: Business Partner handling in Business Transactions

In the IC WebClient you can identify two external business partners for each
interaction, for example a company (as main business partner) and a person (as contact
person).
These two business partners need to be assigned to specific partner functions like Sold-
to Party and Contact Person.
In the IC WinClient this assignment was controlled in the Account Identification
Profiles (which was a rather general way of storing this information).

The IC WebClient controls this assignment in the IMG activity: Assign Partner
Functions to Business Transactions.
The advantage of this new approach is that you can decide individually on business
transaction types level how you want to use the bus iness partners.

_________________________________________________________________

© SAP AG CR410 4-38

 4 Optional: Online Text Repository

4-1 Go to the XML file of your navigation bar profile.

Replace at least one of your own linkTitles as follows:

Old: <linkTitle>Z##_Complaint</linkTitle>
New: <linkTitle>$(CRM_IC_APPL/Z##_COMP)</linkTitle>

Old: <linkTitle> Z##_BusinessPartner</linkTitle>

New: <linkTitle>$(CRM_IC_APPL/Z##_BUPA)</linkTitle>

4-2 Start the Online Text Repository (OTR): Transaction code: SOTR_EDIT
Choose language: English

Select: Create

Package: CRM_IC_APPL
Alias: CRM_IC_APPL/Z##_COMP
Object Type: WAPP

Text:
Length: 12
Text: Complaint ##

Save, confirm, and assign to your own workbench request.

Repeat the above for Z##_BUPA.

4-3 Optional: Translate OTR entries

In the OTR: Change Concept screen (display the OTR details), choose menu
path Goto ? Review. Search for the context in the new language (DE). There
you will come to a screen where you see the original German text, and you can
overwrite it with a new text. At the bottom of the screen, you find information
like Original Language.

© SAP AG CR410 4-39

 Interaction Center Manager Portal: Course Outline

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4

© SAP AG CR410 5-1

 Interaction Center Manager Portal: Content

Worksets
IC Manager Dashboard

Broadcast Messaging
Interactive Scripting
Call List
IC Workforce Management

? SAP AG 200 4

© SAP AG CR410 5-2

 Interaction Center Manager Portal: Objectives

At the conclusion of this unit , you will be able to:

? Describe the standard delivered worksets in the Interaction Center
Manager portal
? Explain broadcast messaging
? Maintain scripts and create call lists

? SAP AG 200 4

© SAP AG CR410 5-3

 IC Manager Portal – Features

Provides Interaction Center managers with a portal to

all of the tools they need to do their jobs
? Web-based application
? Real-time statistics (dashboard)
(SAP and 3rd party systems, agent and channel states)
? Workforce Management
? Call List Management
? Events and Calendars
? Administration and Workflow
? Analytics
? Broadcast Messages

? SAP AG 200 4

? One of the most under-recognized assets in any effectively operated interaction center is the IC Manager. mySAP
CRM offers portal access to all the tools a manager needs to run a smooth operation.
? This intuitive and efficient interface can be easily customized to adapt to the different roles and tasks within the
interaction center. A robust tool set is available and supports the following:
Scheduling with Workforce Management
? The challenge of staffing a multichannel-enabled contact center is made easier with the mySAP CRM's workforce
management capability. Built from the ground up with all communication channels in mind, this tool facilitates
staff scheduling to optimize service levels for phone, e-mail, and Internet interactions. Gone are the days of
reactive responses with complete synchronization with sales, service, and marketing. Interaction center managers
can perform proactive planning for staffing and training in advance of new campaigns, events, or service-related
issues.
Analytics
? With mySAP CRM, decision makers can easily see trends in product quality or customer lifetime value, track the
number of interactions, and evaluate personnel performance and customer behavior. This helps identify
opportunities to increase profitability and customer satisfaction, optimize the interaction center's efficiency, and
ultimately decreases costs. Managers can also measure the efficiency of all of their contact center resources.
Additionally, managers can easily generate ad-hoc reports and schedule regular distribution of information to
relevant management and personnel.
Real-Time Monitoring
? In competitive times like these, managers need to know their environment and make instantaneous adjustments to
meet market needs. mySAP CRM allows interaction center managers to monitor dynamic data displayed on a
dashboard and to view analytical information, so they can take immediate, proactive action on pending issues. This

© SAP AG CR410 5-4

 guarantees service levels are maintained and empowers managers to ensure maximum efficiency of the entire
interaction process.
? Call List Management enables managers to assign outbound campaigns to the right agent group.
? Provides calendars and events as well as other preverred content such as news or stock information.

© SAP AG CR410 5-5

 Worksets of the IC Manager Portal

? Home ? Workforce Management ? Activities

?Today ? Overview ? Overview
?Mail/Calendar ? Schedules ? Activities
?News ? Forecasting ? Analysis
?Info Center ? Employee Maintenance ? Sales
? My Staff ? Analyses ? Opportunity Management
?Overview ? Analytics ? Quotations/Orders/Contracts
?Attendance ? Overview ? Service
?Employee Review ? Interaction Statistics ? Opportunities
?Personnel Change Request ? Interactive Scripting Evaluation ? Orders
?Recruitment ? Workforce Management ? Contracts
?Monitoring ? Sales Performance Analysis ? Complaints
?Compensation ? Service Performance Analysis ? Administration
?Quota Planning ? Quality Management ? IC WinClient Processes
? Real- Time Status ? Overview (iView Studio) ? IC WebClient Processes
?Overview ? Accounts ? External Components
?Call List Management ? Overview
?External Real-Time Status ? Accounts
?IC Manager Dashboard ? Contacts
? Analysis

? SAP AG 200 4

? The central elements of the Interaction Center Manager include:

?Access to real-time statuses of queues, call lists, and agent activities. This workset enables managers
to see up-to-the-second statuses of queues, call lists, and agent activities in their contact center.
Managers can react to these statuses by sending instant messages to agents, if necessary.
?Instant messaging capability using broadcast messaging.
?Direct access to administrative transactions in the mySAP CRM system.
?Agent scheduling and forecasting through integrated workforce management.
?Space to add other third-party software such as quality management tools.

© SAP AG CR410 5-6

 Interaction Center Manager Dashboard

Contact Center Status

No Spanish Coverage ? 2 Overview
? Provides real-time interaction 8 3 4 2 2
Vol : Medium
AHT : 8:45
center statistics for the PS GS OA SC SR
ASA : 0:22

IC Manager (i.e., status of 2/1 10/5 2/4 3/5 7/5

current processes) Show Tina’s Team ? Message

Message Call
Call Listen
Listen

Agent Skills Schedule? State Time

? Identifies sudden trends or Rose Brandon F,1 4:12
Marilyn Brinkley 1 0:27
potential emergencies Patty Cortez 0,1 7:12
214 calls; AHT 9:41; ASA 0:17
? Displays agent volume and Brian Foreman 1,2,A 1:14
Fay Gonzales 0,1,2
activity statistics Ernie Gurdon 0,1 13:55
Catherine Jones 2,A 14:21

? iView that is launched from the Danielle King solver

Janet Lakes
1,2
2,A
0:03
45:22
Brian Foreman 1,2 1:14
Real-time Status workset Fay Gonzales 2,A
Ernie Gurdon 1,2 13:55
Catherine Jones 2,A 14:21
Danielle King solver 1,A 0:03
Janet Lakes A,2 45:22
Brian Foreman 0,1 1:14
Fay Gonzales 1,A
Ernie Gurdon 2,A 13:55
Catherine Jones 0,A 14:21
Danielle King solver 1 0:03
Janet Lakes 2,A,1 45:22
Brian Foreman 0,A 1:14
Fay Gonzales 2

? SAP AG 200 4

? You can use the overview to display:

?Number of agents active in each channel
?Overall status of each of the queues in the interaction center
?Three overview key figures of your choice, such as call volume, average handling time, and average
speed of answer
?Text alerts and icon alerts which let you know when limits that you configured were crossed
? In addition to the information displayed in the overview, this view displays detailed information for each
agent in the team, such as:
?Queue that the agent is actively working in
?State such as wrap-up, ready, or active telephony
?Time that agent has been active in the current channel
?Three agent-level key figures of your choice, such as contacts handled today, average handling time,
and average speed of answer
? When you place the mouse pointer on an agent's name, the three key figures you have defined appear for
that agent.

© SAP AG CR410 5-7

 Broadcast Messaging

? Allows the IC Manager to Broadcast Messaging

create and send messages Send Message Sent Log Received Log Message On

to agents/distribution lists. Send Message

Distribution List
Priority
? Options available to select To...
Duration High

length the message is Thorsten Pricken ; Vidya 0 Medium

Chadaga; Yufeng Zhou
displayed and the priority 1 Low

of a particular broadcast 40 Preview

Display Until New Message Send

message.
Clear

? Sent and received Organize... Close

messages are tracked. Preview

Please turn in timecards today

JavaApplet Window

? SAP AG 200 4

? Broadcast messaging makes it possible for managers to create, preview, and send electronic messages to
agents. The messages appear instantly on each agent's Interaction Center (IC) screen.
? Managers can send messages. They can also:
?Define a priority, language, and expiration time for messages.
?Construct their own distribution lists for the messages they create.
?View sent messages.
?Activate or deactivate the display of their own incoming messages.
?Expired messages are logged. Managers and agents can view logged messages and their statuses at
any time.
? Example: A manager at a call center for San Francisco's power provider is informed about an outage in
section 14 of the power grid. She uses broadcast messaging to instantly send a message to all the contact
center agents and other managers informing them of the outage.

© SAP AG CR410 5-8

 Interactive Script Editor

? The Interactive Script

Editor enables the IC
manager to create
standardized scripts.
? Scripts can be used to
guide new agents
through an interaction
and show only those
screens that need to
be used.
? Scripts improve
communication
between agent and
customer.

? SAP AG 200 4

? A function in the Interaction Center that allows managers to design step-by-step, campaign-specific
scripts, and allows agents to execute these scripts whenever they need guidance during customer
interactions.
? Agents use these scripts to guide them through each step of a customer contact and enter the customer's
responses in the script. The customer's response dictates the next step that the script displays. These
steps may include questions with predefined answers, business transactions, Web documents, or other
activities within the Interaction Center (IC).
? Interactive scripting makes agents' interactions with customers more consistent, which in turn improves
the quality of a company's customer interactions.
? Example : The travel agency that Josh works for is currently running a travel discount campaign to attract
new customers. In order to be consistent with his presentation of this offer, he uses the script for this
campaign that was created by his manager. When he calls a customer, all he has to do is launch the
Summer Travel Discount script, read the questions to the customer, and enter the customer's responses.

© SAP AG CR410 5-9

 Interactive Scripting Evaluation

? Interactive scripting
history is exported to
BW and made available
to the IC manager.
? Reports are now
available for agents
using the IC WebClient.
? Contains useful
information on
campaign success via
scripting and agent
training.

? SAP AG 200 4

? With this Web application, you can evaluate customer responses to questions in interactive scripts.
? You can display:
?An overview of all executed scripts
?A particular script by questions and answers
?A list of business partners who gave particular answers
?A particular time period

© SAP AG CR410 5-10

 Call List Status

? Call List Management

transaction is launched
from the portal.

The Synchronize button

is used to obtain the
selected call list statistics
from the telephony server
via CRM. A popup is used
so the manager can
perform other tasks.

? SAP AG 200 4

? Interaction Center (IC) supervisors use this process to manage and maintain call lists. After call lists are
created, supervisors must maintain the call list assignment and activate the call lists in order for agents to
be able to access and process them.
? In addition to these required activities, there are optional activit ies that supervisors can perform to
further manage call lists. Examples include reassigning call lists to other agents or redistributing calls to
other call lists, depending on the business needs. Predefined or custom search queries are available to
help quickly select these calls. Call list statistics are also available to help monitor the call list progress.

© SAP AG CR410 5-11

 Outgoing Calls: Create Call List

Marketing and Campaign

Planning
Calls from campaign
Campaign

what when ... who

Periodic calls

Customer

Call list
administration Create call list
manually

? SAP AG 200 4

? Three options are available to create call lists:

?Manually in call list assignment
?From business partner calling hours
?From campaign management processing

© SAP AG CR410 5-12

 Periodic Calls

Business Partner:
Partner: Generate Periodic Call Lists
Maintaining
Maintaining Calling Hours

Call List Title

Calling hours Business Partner Range
? Monday: 09:00-11:00 ? BP No. 500-599
Calling Rules ? Standard BP search
with multi select
? Monthly
? Target groups
Exceptions
Date from … to
? Bank holidays
? October 15th - 31st
Calendar used
? International company calendar Transaction type
? Regional and company -specific ? Telesales, Activity, and so on
holidays

? SAP AG 200 4

? Call lists can be generated from business partner calling hours. This allows periodic calls.
? Calling hours can be maintained in the master data of the business partner
?Monthly, weekly, daily
?Time
?Exceptions: Workday calendar, holiday calendar
?Time zone management
? Generating a periodic call list (SAP Easy Access: Interaction Center? Supporting Processes ? Call
Lists ? Generate Call List) or from the Interaction Manager Portal ? Administration ? IC Web
Processes ? Generate Call Lists.
? Call list administrator has to specify the business partners for which periodical calls according to their
calling hours should be generated. You may refer to an existing target group (maintained through
marketing). In addition to the business partners, you can select contact persons (or partners of other
relationship categories) of the main business partners.
? The call list administrator has to specify the timeframe for the periodical call lists.
? Call lists are distributed via call list administration.

© SAP AG CR410 5-13

 Outbound Telesales

? SAP AG 200 4

? Once the call list has been assigned to the organizational structure it will appear in the IC WebClient for
the agent.
? Agents can select the call list that they would like to work on.
? They can see details with the call list, such as which business partners are assigned to the call list.
? The agent can select a business partner and proceed to make the call and follow a script if a script has
been assigned.

© SAP AG CR410 5-14

 Workforce Management

? The Workforce
Management workset
contains various tools
for scheduling agents
and planning/forecasting
workload.
? Efficiently leverages
agents’ skills across
all contact channels.
? Web-based UI allows
the IC manager to easily
modify agent schedule
information.

? SAP AG 200 4

? Interaction Center Workforce Management (IC WFM) performs the complex process of creating
optimum employee schedules utilizing business variables entered during implementation and actual
queue data captured throughout the day. The optimization engine at the heart of IC WFM finds the best
possible floor schedule while balancing such weighted variables as staffing needs, employee skill levels,
payroll requirements, service level objectives, employee availabilities, workplace rules, and performance
standards. The result is scheduling is transformed from a necessary, tedious, clerical function into an
analytical, cost-effective, business management process.

© SAP AG CR410 5-15

 Interaction Center Manager Portal: Summary

You are now able to:

? Describe the standard delivered worksets in the Interaction Center
Manager portal
? Explain broadcast messaging
? Maintain scripts and create call lists

? SAP AG 200 4

© SAP AG CR410 5-16

© SAP AG CR410 5-17
 Exercises

Chapter: Interaction Center Manager

Topic: Interaction Center Manager

A SAP Consumer Product customer implemented an Interaction Center

on release 3.0 and after successfully upgrading his SAP CRM system to
release 4.0, plans to use the Interaction Center Manager portal. The
organization would like you to become familiar with the IC Manager
portal and present what functionality is offered in the standard portal.
Your task is now to become familiar with the IC Manager portal and
provide some recommendations. Please do not change any of the
worksets or iviews.

1 Preparations

1-1 Log on to the IC Manager portal. (The link is in your SAP Business Workplace. Add
the link to your favorites in the SAP Easy Access menu).

1-2 List the standard worksets that are delivered for the IC Manager portal.

1-3 In the workset Real-Time Status what standard functions are available? Can the IC
Manager send a message to all agents to notify them to fill out their time cards? Can
the manager send a message to one agent or must the message go to all agents?

1-4 How can the IC Manager send messages to all agents?

1-5 What would the IC Manager use the Workforce Management workset for?

1-6 In the workset for Analytics, could the IC Manager see a report that can track the
response from the IC WebClient Interactive Scripting?

© SAP AG CR410 5-18

 1-7 From the IC Manager portal can the Manager assign a call list to the agents? Which
workset, iview allows the Manager to do this?

1-8 Go to the workset Account. Go to the accounts and use the advance search and look for
*mega* in the city of Denver. Select your ##Megastore. Is there any interaction
history for this business partner?

1-9 Select the opportunity activity. What happens when you select this? Review some of
the data in the opportunity.

1-10 What are some of the typical personalization that the IC Manager can do in the portal?

1-11 What is the advantage of the IC Manager portal?

1-12 When you have completed, log off the manager portal.

© SAP AG CR410 5-19

 OPTIONAL: Exercises

Chapter: Interaction Center Manager

Topic: Interaction Center Manager – Call Lists

At the conclusion of this exercise, you will be able to:

? Generate call lists for periodic calls
? Assign call lists to Interaction Center agents

As an Interaction Center Manager you generate call lists for

Telemarketing. For execution of the newly generated call list, you need
to assign these call lists to the agents in your Interaction Center.
Customer ##Turner needs to be called on a periodic basis, so you will set
up a call list to do so.
You also work part time as a call center agent; thus you will process calls
for the newly created call list.
As an Interaction Center Agent, you maintain a sales transaction in the
Interaction WebClient.

1 Check calling hours are maintained for customer.

1-1 You want to be sure that calling hours are maintained for your customer ##Turner for
whom you wish to set up a periodic calling plan. Where would you look? Look there
now.
Maintain the calling time as weekly, Wednesdays from 8:00 to 16:00.

2 Generate a call list for periodic calls.

2-1 Generate a call list for business partner ##Turner. Use today’s date as Date from.
Select PCAL Outgoing Telephone Call as the transaction type.
Use the name “IC Man ##” as Call List Title.

2-2 Assign the generated call list to the organizational unit US Contact Center Chicago.

© SAP AG CR410 5-20

3 Work with the generated call list.

3-1 The Interaction Center Manager would like to work with the call list to see the number
of calls and the assignment of the call list. Where can the IC Manager view this
information?

© SAP AG CR410 5-21

 OPTIONAL: Exercises

Chapter: Interaction Center Manager

Topic: Interaction Center Manager – Interactive Scripting

At the conclusion of this exercise, you will be able to:

? Create all the dialogs you want to connect together in your script
? Connect the dialog boxes together to complete the script
? Structure an interactive script in different chapters for navigation
purposes

As an Interaction Center Manager you want to be able to create questions,

buttons, and interactive scripts for the agents to use either in a call list for
Telemarketing or to guide the agent through a call with the customer.

1 You want to be able to create the above script for the agent to use in the call center. You
will create the four boxes and a 5th box already exists (Lead Qualification).
Create question 1 as dialogue “##Welcome”, with a description “## Welcome”. The
question should read:

Hello <firstname from the business partner>,

Welcome to the IDES Call Center. Our sales team has notified us that you are interested in
some of our products. We would like to confirm some information. Do you have 2 to 3
minutes to answer a few questions?

© SAP AG CR410 5-22

 1-1 Create question 2 as dialogue “##Address”, with a description “## Address
Update”. In this dialogue you would like to verify the existing business partner’s
address. You want the system to display the existing address data of the confirmed
business partner. If some data has to be maintained, the agent can simply change
the entries and update the address information when running the script.

1-2 The 3rd question in the dialog box concerns the assignment of marketing attributes
to the business partner.

1-3 Create the 4th question in the dialog box “##Bye” with a description “##Bye”.

2 Once all of the questions have been created, create a script to connect them all together.
Create a script with the script name “##Script” and description “##Script”.
Drag and drop the questions created, ##Welcome, ##Address, ##Mkt Attributes, ##Bye to
the work area. Remember to drag and drop them in the correct order. Create a lead
transaction with our interactive script.

2-1 Once the questions have been placed in the work area, connect them together.

2-2 To create the lead transaction in the script.

2-3 If the customer does not have time to speak with us today, connect the ##Welcome
dialog to the ##Bye.

3 To enable easy navigation for the agent, develop chapters for each question. Create the
following chapters: ##Welcome Chapter, ##Information, ##Lead, ##Bye Chapter, and then
assign each question to a chapter.

3-1 Assign the questions to the appropriate chapters.

3-2 Create a script profile called Z##Script. Assign your script to the script profile.

3-3 Assign the script profile to the IC profile Z_PROF_##.

Test to see if the script is working. Make sure you confirm an account. If you want
to change the address, change the street number or street.

© SAP AG CR410 5-23

Solutions

Chapter: Interaction Center Manager

Topic: Interaction Center Manager

A SAP Consumer Product customer implemented an Interaction Center

on release 3.0 and after successfully upgrading his SAP CRM system to
release 4.0, plans to use the Interaction Center Manager portal. The
organization would like you to become familiar with the IC Manager
portal and present what functionality is offered in the standard portal.
Your task is now to become familiar with the IC Manager portal and
provide some recommendations. Please do not change any of the
worksets or iviews.

2 Preparations

2-1 Log on to the IC Manager portal. (The link is in your SAP Business Workplace. Add
the link to your favorites in the SAP Easy Access menu).

From the SAP Easy Access menu? SAP Business Workplace

in the inbox you will find the link for the Interaction Center Manager.
Add the link to your favorites.
Log on to the portal: http://iwdf9169.wdf.sap.corp:1080/sapportal
User: ICMAN
Password: welcome

1-2 List the standard worksets that are delivered for the IC Manager portal.

Real-Time Status, Workforce Management, Analytics, Quality Management,

Accounts, Activities, Sales, Service, and Administration

1-3 In the workset Real-Time Status what standard functions are available? Can the IC
Manger send a message to all agents to notify them to fill out their time cards? Can the
manager send a message to one agent or must the message go to all agents?

The standard functions available in the Real-Time Status are Overview, Call List
Management, External Real-time Status, and IC Manager Portal.

The IC Manager is able to send a message to all the agents; for example to notify
them to fill out their time cards with the IC. Manager Dashboard.
© SAP AG CR410 5-24
 In the Real-Time Status, go to the Overview workset and select Send Message.
Under Distribution Lists, select To:. Here you can assign the agents that you want
to receive the message. To select an agent, choose the agent’s name and then
double-click to assign to the distribution list.

The IC Manager is able to send a message to one agent or to a group of agents.

The IC Manager selects the agents and assigns them to the broadcast message.
The IC Manager can create a distribution list and then use it by selecting the
distribution list. To create the distribution list, choose organize and then you are
able to create a distribution list.

1-4 How can the IC manager send messages to all agents?

The IC Manager can select the agent or agents.

Under the Preview panel the IC Manager can enter the message he would like to
send, for example, Reminder: Fill out time cards by end of today.
The IC Manager can select the priority. This will influence the color that will
appear on the agents broadcast area.
The IC Manager can select the duration of the message.
The IC Manager can then preview the message. Once satisfied with the message,
the IC Manager can send the message.

Note: In the IC WebClient profile you would have to assign the message profile.

1-5 What would the IC Manager use the Workforce Management workset for?

The Workforce Management workset enables the IC Manager to maintain

employee data (working times and schedules), forecast the workload in the call
center, and view analytics.

1-6 In the workset for Analytics,, could the IC Manager see a report that can track the
response from the IC WebClient Interactive Scripting?

Yes, the IC Manager can view the IC WebClient Interactive Scripting

evaluations.

1-7 From the IC Manager portal can the Manager assign a call list to the agents? Which
workset, iview allows the Manager to do this?

Administration ? IC WebClient Processes

Call Lists ? Call List Maintenance

© SAP AG CR410 5-25

 1-8 Go to the workset Account. Go to the Accounts and use the advance search and look
for *mega* in the city of Denver. Select your ##Megastore. Is there any interaction
history for this business partner?

Accounts ? Accounts
Open the advance search.
In the Name1/Last Name field enter *mega*, in the City field enter Denver.
Choose Go.
In the list select your ##Megastore.
On the Interaction tab you will see if any history for interactions (like activities,
opportunities, or sales exist).

1-9 Select the opportunity activity. What happens when you select this? Review some of
the data in the opportunity.

In the Interaction history tab you see an opportunity. Use the hyperlink to access
the opportunity. Choose the opportunity transaction number and the IC
Manager portal will open a new page under the Sales ? Opportunity Management
workset. Here the IC Manager can see the detail information for this particular
opportunity.

1-10 What are some of the typical personalization that the IC Manager can do in the Portal?

The IC Manager would need authorization to change the portal. The IC Manager
can select the Portal (near the log off link on the top level).
Here the IC Manager can personalize the portal:
Portal Language, Portal Design, User Mapping, WorkProtect Mode, Yahoo!
Account.

1-11 What is the advantage of the IC Manager portal?

The main advantage of the IC Manager portal is to give the user one single point
of entry for his or her work. The portal allows the user to be connected to SAP or
Non-SAP systems and uses single-sign-on so the user does not have to physically
log on to every screen. The portal is also designed to give the user personalization.

1-12 When you have completed, log off the manager portal.

To log off, click on the log off on the top level navigation.

© SAP AG CR410 5-26

 :

© SAP AG CR410 5-27

 OPTIONAL: Solutions

Chapter: Interaction Center Manager

Topic: Interaction Center Manager – Call Lists

1 Check calling hours are maintained for customer.

1-1 You want to be sure that calling hours are maintained for your customer ##Turner for
whom you wish to set up a periodic calling plan. Where would you look? Look there
now.
In the SAPGUI you can maintain detail calling hours:
Run transaction BP. SAP Menu: Master Data ? Maintain Business Partner
Use the drop-down box to search for your customer, ##Turner. Switch from
display to change mode, using the icon or F6.
Switch to partner role of consumer by choosing the drop-down of the Change in
Role field. Select Classification/Hours tab.
Under the Business Hours section, look to the right of calling hours to see if
calling hours are maintained.
You can review the rule and time s chosen by choosing Calling hours. If no hours
are maintained, choose the rule weekly periodic calling hours and the times every
week on Thursday 8:00 to 16:00.
If you have made changes, save your data.

2 Generate a call list for periodic calls.

2-1 Generate a call list for the business partner ##Turner. Use today’s date as Date from.
Select PCAL Outgoing Telephone Call as the transaction type.
Use the name “IC Man ##” as Call List Title.
From the IC Manager Portal Administration ? IC WebClient Processes ? Call
Lists ? Generate Call Lists
General Section:
Transaction Type: PCAL(Outgoing Telephone Call)
Processing Horizon from Date from: Today’s Date
Date to: Today’s Date

© SAP AG CR410 5-28

 Business Partner Section:
Target Group: (leave blank)
Business Partne r: 3271 to 3280, choose the multiple selection
arrow and add ##Turner

Assignment Section:
Use Profile: Check the box for Use Profile
Select Telesales from the drop-down list
Default Agent: Enter your user here (CRM-##)
(use match code: partner according to user)

Call List Section:

Generate Call List: Check the box for Generate Call List
Call List Type: Outbound Telesales
Call List Title: IC Man ##
Interaction Center: US Contact Center Chicago – 50000858
Responsible User: ICMAN
Call List Priority: Enter 01
Generate the call list using Execute.
You will get a message on the bottom of the screen that the request has been
submitted.
You will receive a message stating the number of activities that were generated
for your business partners (should be between 8 to 10 activities).
Choose Continue. Go back to the IC WebClient processes, use the hyperlink to
help you navigate.

2-2 Assign the generated call list to the organizational unit

From the IC Manager Portal Administration ? IC WebClient Processes ? Call
Lists ? Call List Maintenance

On the left side of the screen, open Call List Management by clicking. Select the
call list IC Man ##. Call list information and functions are now displayed to the
right of the scre en. Make sure you are in change mode. If not, select the change
and display icon.

© SAP AG CR410 5-29

 Select your call list, then choose Assignments.
The assignment area will be empty. Select Create Assignment and search for the
organizational unit Chicago. Choose the entry US Contact Center Chicago and
confirm your choice.

Save and then activate your call list (choose match icon to activate), or if you
right mouse click on the name of the call list IC MAN ## you can activate.
If you get a prompt for the select type of execution, select Run Synchronously and
Continue.

3 Work with the generated call list.

3-1 The Interaction Center Manager would like to work with the call list to see the number
of calls, and the assignment of the call list. Where can the IC Manager view this
information?

In the IC Manager portal go to the Real-Time Status workset ? Call List

Management.
Search for your call list. In the Get field select Call List Name, you can enter
“IC*” and choose Go.
In the search result area select your call list that you created IC MAN ##.
Here the IC Manager can view the details, see if the call list has been executed,
and see the assignments.

You can also log into the Interaction Center WebClient and if you go to the Call
Lists in the navigation bar you should see your call list IC MAN ##. You could
work with this call list as well. Once you have selected your call list, you may
want to work in the full screen in the upper right -hand corner of the selection.
Check the box to the left of the business partner that you want to call, for
example, Media Store or ##Turner.
Next, the agent would actually dial the outbound call using the quick access
buttons on the top of the screen. (Note in our training system we will not be
making the actually outbound call).
Note: You may want to look at the Interaction Record or if script for the
outbound call.

© SAP AG CR410 5-30

© SAP AG CR410 5-31
 OPTIONAL: Solutions

Chapter: Interaction Center Manager

Topic: Interaction Center Manager – Interactive Scripting

1 You want to be able to create the above script for the agent to use in the call center. You will
create the four boxes and a 5th box already exists (Lead Qualification).
Create question 1 as dialogue “##Welcome” with a description “## Welcome ”. The question
should read:

Hello <firstname from the business partner>,

Welcome to the IDES Call Center. Our sales team has notified us that you are interested in
some of our products. We would like to confirm some information. Do you have 2 to 3
minutes to answer a few questions?

From the IC Manager Portal worksets: Administration ? IC WebClient Processes ?

Interactive Script Editor

Choose Create new.

Create a Question.
On the question properties:
Question ID: ##Welcome
Description: ## Welcome

In the text area this is what will appear in the interactive script. Choose text area and
type the question. Type hello.
You want to have the first name of the person with whom you speaking.
In the repository area, choose Answers ? Text Fields ? Current Customer ? First name.
Drag and drop the first name beside the word you typed, “hello”.

© SAP AG CR410 5-32

 Finish typing in the script: “Welcome to the IDES Call Center. Our sales team has
notified us that you are interested in some of our products. We would like to confirm
some information. Do you have 2 to 3 minutes to answer a few questions?”

Possible answers, which are also used for the navigation in the interactive scripts, need to
be placed in the special button area.
To create this area, choose Add button.
Possible dialog answers will be displayed from the pushbuttons. Some pushbuttons exist
in the repository. To find them, choose Answers ? Buttons ? Sample Buttons. Choose
the folder to open it.
You can drag and drop “Yes” and “No” to the answer area.
Choose Save to save the first dialog.

NOTE: You can also create your own buttons by choosing Create and selecting Button.
You enter the name and a description and then save the button.

NOTE: You can choose to close the first dialog. This cleans up the navigation area in the
interactive script editor.

1-1 Create question 2 as dialog “##Address” with a description “## Address Update”. In
this dialog we would like to verify the existing business partner’s address. We want
the system to display the existing address data of the confirmed business partner. If
some data has to be maintained, the agent can simply change the entries and update the
address information when running the script.

To create a new dialog box, choose Create new and select Question.
Create a Question.
On the question properties:
Question ID: ##Address
Description: ## Address
In the text area this is what will appear in the interactive script. Choose the text
area and type the question. This time you want to verify the existing address data
of the confirmed business partner. Type in the question
“We would like to verify your current address. Is this the correct data?”

In the answer area the existing business partner address information can be
displayed and maintained. In the button area, the agent will be able to tell the
system if the address information is correct or if it needs to be updated with new
values. To create the answer area, choose Add Answer Area.

The elements to display and maintain the existing business partner data can be
found within Answers in the repository area.
Answers ? Text Fields ? Customer Address
Drag and drop the address fields: Street Address, House number, Zip code, City to
the answer area.

© SAP AG CR410 5-33

 Within the button area, you can place the answers to tell the system if the address
information is correct or should be updated with new values. To create this area,
choose Add button area.

The answer buttons are already predefined and exist in the repository.
Answers ? Buttons
No Changes button.
Save the 2nd question.
To clean up the work area, click on the close icon.

1-2 The 3rd question in the dialog box concerns the assignment of marketing attributes to
the business partner.

To create the 3rd question dialog box, choose Create new, select Question.
Create a Question.
On the question properties:
question ID: ##Mkt Attributes
description: ## Marketing Attributes
In the text area this is what will appear in the interactive script. Choose the text
area and type the question. This time you want to maintain the marketing
attributes for our existing confirmed business partner. Type in the question,
“Could you please confirm with me the user group you belong to?”
In the answer area we want to add the marketing attribute. The marketing
attributes will be placed in the answer area. To create the answer area, choose
Add Answer Area.
Marketing attributes are called dynamic answers and can be found in the
repository,
Answers ? Dynamic Answers ? Default ? Marketing attributes
Drag and drop Marketing attributes to the answer area.
We have to maintain the settings of our marketing attributes. Choose the text
that appears in the answer area.
You will see a new tab appear on the bottom of the work area Dynamic Content
Parameters. Choose this tab.
Marketing attributes need a set and a name parameter. To maintain the
marketing attribute set, choose the blank field besides marketing attribute set
under the parameter value. You will get a drop down icon to select the list, choose
the drop down list. For our script we want to use the SAPCRM_SET attribute
set. Select it from the list.

© SAP AG CR410 5-34

 To maintain the attribute values, choose the blank line beside the Marketing
Attribute list in the empty parameter value. You will get a drop-down icon to
select the list; choose the drop down list. For our script we want to use the
SAPCRM_USERGROUP attribute values. Select it from the list.

We need a button to place the answer for the script navigation. To create the
button area, choose Add button. To navigate to the next dialog in the script we
will use the next button from the repository. The button already exists.
Answers ? Buttons ? Sample buttons
Drag and drop Next to the button area.
Save the 3rd dialog.
To clean up the work area, choose the Close icon.

1-3 Create the 4th question in the dialog box “##Bye ” with a description “##Bye”.

To create the 4th question dialog box, choose Create new icon and select Question.
Create a Question.
On the question properties:
Question ID: ##bye
Description: ## bye.

In the text area this is what will appear in the interactive script. Choose the text
area and type the question; “Thank you very much for taking the time to talk to
us today. Remember, if you have any questions you can call our Contact Center
and one of our agents will be happy to assist you.”
Choose Save to save the 4th dialog.
To clean up the work area, choose Close.

© SAP AG CR410 5-35

2 Once all of the questions have been created, create a script to connect them all together. Create
a script with the script name “##Script” and description “##Script”.
Drag and drop the questions created, ##Welcome, ##Address, ##Mkt Attributes, ##Bye to the
work area. Remember to drag and drop them in the correct order. Create a lead transaction
with our interactive script.

To create the script, choose Script .

Select Script.
Script ID: ##Script
Description: ## Script
Send Feedback to: You can enter the email address in case of recommendations to the
script or questions. If you enter an e-mail address the agent would then be able to send e-
mails to the creator.

Start the design of the script. In the repository, drag and drop the dialog boxes created
above to the work area. Make sure you place them in the correct order.
From the repository: Questions ? (drag and drop: ##Welcome, ##Address, ##Mkt
Attributes, ##Bye)

2-1 Once the questions have been placed in the work area, you will connect them together.

The navigation structure of the script will be represented by the arrows. Select
the Insert link icon.
After you introduce yourself to the customer, you want to verify the customer
address. You have to connect the ##Welcome to the ##Address questions (hold
your shift-key on the keyboard down when you are selecting the boxes).
You want to select the first box, ##Welcome and drag the arrow to the second
box, ##Address. You will see the button area that you created in your questions
when you link the two together. The system will automatically pop them up.
Choose Yes.

To connect the next box, choose the Insert link icon.

This time we want to connect ##Address with the ##Mkt Attributes. Drag and
drop ##Address to ##Mkt Attributes. No changes will navigate to the Marketing
Attributes. Select No changes.
For the address update, we need a special action object from the repository. From
the repository: Actions ? Non-Branching ? Default ? Update address.
Drag and drop Update address to the work area.
Select the Insert link icon.
Drag and drop the ##Address to the Update address.
Now there is only one answer option left Update address. Select this option.
To be able to navigate to the ##Mkt Attribute, choose the Insert link icon.
Drag and drop the Update address to the ##Mkt Attributes.

© SAP AG CR410 5-36

 2-2 To create the lead transaction in the script:

From the repository: Templates ? Default

Lead Qualification. Drag and drop Lead Qualification to the wo rk area.
You will have to maintain the parameters before we can use it. Choose Lead
Qualification in the work area. On the bottom of the work area you will see a new
tab “Parameters”. Click on this tab.
Select the Application ID and select CRM Survey Lead.
Survey ID: Lead Questionnaire
Version ID: 0000000001
Transaction Type: LEAD

Next, link the ##Mkt Attributes to the Lead Qualification. Select the Insert link
icon.
There is only one answer option for the ##Mkt Attributes: Next. Select this one.

Link the Lead Qualification to ##Bye. Select the Insert link icon.
Drag and drop the Lead Qualification to the ##Bye dialog.

2-3 If the customer does not have time to speak with you today, connect the ##Welcome
dialog to ##Bye.

Select the Insert link icon.

Drag and drop ##Welcome to ##Bye.
For the answer options: No. Select this one.

© SAP AG CR410 5-37

3 To enable easy navigation for the agent, develop chapters for each question. Create the
following chapters: ##Welcome Chapter, ##Information, ##Lead, ##Bye Chapter, and then
assign each question to a chapter.

In the bottom of the work area, select Script Chapters.

To add a chapter, choose the Add icon.
The first chapter for the script: ##Welcome Chapter.
To add a chapter, chose the Add icon.
The 2nd chapter for the script: ##Information.
To add 3rd chapter, choose the Add icon.
The 3rd chapter for the script: ##Lead.
To add 4th chapter, choose the Add icon.
The 4th chapter for the script: ##Bye Chapter.

3-1 Assign the questions to the appropriate chapters.

Choose ##Welcome.
On the bottom of the work area, you will see a Node Properties tab and also Chapter. Select
the drop-down list and select ##Welcome Chapter.
To maintain the chapter for ##Address, choose ##Address and repeat the above steps, but
this time assign it to ##Information.
Select the ##Mkt Attributes and assign this to the ##Information.
Select the Lead Qualification and assign this to the ##Lead Chapter.
Select the ##Bye question and assign this question to the ##Bye chapter.
Save the script.
To clean up the work area, click on the Close (X) icon.
Choose Back to IC WebClient Processes to leave the Script editor.

3-2 Create a script profile called Z##Script. Assign your script to the script profile.

IMG ? CRM ? Interaction Center WebClient ? Define Script Profiles

or from the IC Manager Portal: Administration ? IC WebClient Processes ?
Assign Script to Script Profile.
Choose New Entry.
Script Profile ID: Z##Script
Description: Group ## Script
History: Do not record (this is for BW)
Navigational Link: Leave blank (navigational link that the system uses when
users select My Scripts from the navigation bar in the Interaction Center (IC)
WebClient. If blank it uses the default scripting screen). Enter.

Go to Scri pts. Under the script ID, assign your script and a Valid from: today,
Valid to: end of the year.
You can also assign another script, like 001.

© SAP AG CR410 5-38

 Go to Script Languages. Enter “EN” for English.
Save the script profile.

3-3 Assign the script profile to the IC Profile Z_PROF_## and test it! If you want to
change the address, change the street number or street.

IMG ? CRM ? Interaction Center WebClient ? Define IC WebClient Profiles

Go to change mode.
Select your profile Z_PROF_## and go to the details.
Select the Script IC WebClient profile.
Assign your script profile Z##script.
Save and test it.

© SAP AG CR410 5-39

 Interaction Center Workforce Management: Course
Outline

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4

© SAP AG CR410 6-1

 Interaction Center Workforce Management: Content

Workforce Management Process

Agent Maintenance

Forecast Process
Schedule Process
Schedule Maintenance
Schedule Analysis

? SAP AG 200 4

© SAP AG CR410 6-2

 Interaction Center Workforce Management:
Objectives

At the conclusion of this unit , you will be able to:

? Describe the IC Workforce Management process
? Maintain agent profiles
? Understand the forecast and schedule process
? Understand how to create and maintain forecasts and schedules

? SAP AG 200 4

© SAP AG CR410 6-3

 Workforce Management Process Overview

Short-term
Operational
Planning
Long -term
Forecasting and Scheduling
Planning Process

Post-period Intra-day Period

Business Monitoring and
Analysis Adjustments

? SAP AG 200 4

? The Interaction Center Workforce Management (IC WFM) business scenario offers agent planning and
scheduling for today's modern interaction center. IC WFM performs the complex process of creating
optimum employee schedules utilizing business variables entered during implementation and actual
channel data.
? Flexible forecasting:
? Allows you to model your interaction center work to create a forecast that best represents your actual
requirements.
? Enables you to effectively align interaction center strategy with the goals of the corporation, the
expectations of customers, and the career needs of agents.
? The optimization engine at the heart of IC WFM then uses the forecast to calculate the best possible
floor schedule while balancing such weighted variables as staffing needs, employee skill levels, payroll
requirements, service level objectives, employee availabilities, workplace rules, and performance
standards. The result is scheduling is transformed from a necessary, tedious, clerical function into an
analytical, cost-effective, business management process.
? In this business scenario, you create and maintain agent schedules within SAP CRM through SAP
Enterprise Portals.

© SAP AG CR410 6-4

 IC Workforce Management – Landscape
IC Manager Portal CRM Administrator
CRM Integration
Points:
Business Partner
Role
Organization
Portal Structure
J2EE 6.2 Application Server (org. and teams)
JSP Qualifications
CRM BW 3.2 Holiday Calendar
Controller 4.0
Business Objects SAP Basis

Service Request Interface

Calculation Server
Dispatcher

Calculation Server(s) Optimization Solver(s)

? SAP AG 200 4

? Solver architecture allows for different solvers to be added for different WFM problem types. Problem
type knowledge is provided between the request interface and in the dispatcher. Not each problem type
is limited to use of one solver; best solver would be used for the problem characteristics.
? Currently only one schedule solver is provided. Hybrid optimization technology allows for efficient
scheduling results both in areas of performance and quality. Solution is extendible for new feature
additions, as well as scalable. For large IC environments, multiple calculation servers can be used to
obtain desired performance objectives.

© SAP AG CR410 6-5

 Master Data: Employee Data

IC WFM uses CRM Business Partners

To add employees:
1. Add employee as business partner
2. Associate business partner to CRM organization unit(s)

3. Assign business partner to qualifications (optional)

4. Maintain employee in IC WFM Employee Maintenance
? Query for new employees
? Add profile information
? Add work area assignments
? Add schedule rule settings
(Step 4 remains IC WFM specific)

HR integration enabled via ALE with CRM Business Partner

? SAP AG 200 4

? You add new employees to IC WFM in order to make them available for scheduling. A new employee
is anyone you have hired since you produced your last schedule but have not yet added to IC WFM.
? Before you can access an employee within IC WFM, the employee must be:
? Defined as a CRM Business Partner
? Associated with a valid organization location and, when used, a valid team organization
? Assigned qualifications, when used
? You determined how you want to define the employee within IC WFM by identifying such information
as the employee’s:
? Default settings group
? Work area assignment(s)
? Schedule rule settings
? Shift(s)
? Availabilities and preferences

© SAP AG CR410 6-6

 Agent Maintenance

Agent:
? Maintain agent profile
? Maintain work area assignments
? Maintain agent schedule rules
? Maintain time off requests

Data Sources:
? Agents are Business Partners in CRM
? Qualifications are integrated
? HR ale link
? Teams (organization)

? SAP AG 200 4

? Agent maintenance can be used to:

? Add employees to IC WFM so that you can include them when you next calculate schedules.
? Maintain the permanent data for an employee once added to IC WFM.
? Remove employees from IC WFM when they are no longer part of your organization.
? You start Agent Maintenance by selecting Workforce Management ? Employee Maintenance from
within the Interaction Center Manager’s portal.
? Agent grouping is a key step in the development of an organizational structure suitable for assigning
business activities to agents. Everything flows from this foundation.
? Starting from the ground up, determine how you are going to group the agents. In real life, there is a
political viability issue within this definition.

© SAP AG CR410 6-7

 Forecasting – Process

Channel Data Non Channel

Activities
Input forecast parameters:
? Historical weeks
? Weighting
? Percent Change accounting for Business Goals/Objectives Input
seasonal or promotional factors
Service Level and
Quality Goals
System calculates volume and
demand forecast considering
? Input parameters Forecast Volume Forecast
? Service level Modified Forecast Accepted
? Productivity goals

Accept forecast or modify based

on unexpected business activity Workload Generated
? Campaigns
? Seasonality

Review resulting work

requirements

? SAP AG 200 4

? You create a forecast to calculate your expected overall business volume and workload. It uses channel
data from your ACD/CTI to identify your activity together with parameters and other historical
information to establish trends. You then have the opportunity to tune this data to ensure that it
accurately reflects the current business situation. Once the volume forecast is generated, it projects the
workload, the number of agents needed per work area for each quarter hour.
? A forecast is estimated work based on historical data as obtained from volume indicators. Volume
indicators are a measure of activity, such as the incoming calls, transactions posted, or e-mails received.
Based on its configuration, volume indicators can report the activity in quarter-hourly, half-hourly,
hourly, or daily chunks referred to as its granularity.
? Once you generate a forecast, you have the opportunity to maintain the forecasts for future weeks at
these different levels of granularity. You update the demand forecast once you have completed your
maintenance.
? Flexible multi-channel and back office forecasting for all activity and volume types.
? Advanced algorithms for different channel types and varied service levels.
? Designed to allow for addition of custom or proprietary algorithms.
? User driven forecast parameters and modifications allow adjustments for seasonality and campaigns.
? Utilized dynamic AHT determination.
? Channel data integration with mySAP CRM Interaction Center statistics interface.
? Open interface for actual volume data allowing integration to multiple data types and sources, including
non-channel data.

© SAP AG CR410 6-8

 Master Data: Actual CTI/ACD Data
In order to enable forecasting, actual CTI/ACD data is needed. This data
maps directly to the volume indictors defined during forecast
configuration
Escalations
Call Campaign
Send Fax
Customer Service

Mail Reply Call Backs

Customer Service East

Gold Customer Service

Customer Service

Esperanto Customer
Customer Service West Service
Customer Service South

? SAP AG 200 4

? The forecast is an extrapolation of your expected overall business volume and workload. It uses queue
data from your ACD/CTI to identify your activity together with other historical information to establish
trends.
? Volume indicators are a measure of activity, such as the incoming calls, transactions posted, or e-mails
received. Volume indicators drive workload and can be defined as quarter-hourly, half-hourly, hourly,
daily or weekly.
? To define volume indicators use the following path from the SAP Easy Access menu: Interaction
Center ? Interaction Center Workforce Management ? Forecasting Settings ? Define Volume
Indicators.
? To map indicators with CTI queues use the following path from the SAP Easy Access menu:
Interaction Center ? Interaction Center Workforce Management ? Forecasting Settings ? Define
CTI Queue and Indicator Mapping.
? Options:
? IC Statistics Interface for CTI related data
? Function modules are provided to enable an interface(s) to any data source:
- E-mail and Web servers
- CTI
- ACD
- Universal queue
- Excel
- These can be found in transaction SE80:
WFM_FORECAST_FDI_SAMPLE_SET
WFM_FORECAST_FDI_SAMP_SET_EXT

© SAP AG CR410 6-9

 Scheduling – Process

Volume and Maintain

Demand Forecast Schedules
? Adjusted to service ? Employee change
level, productivity, requests
and fiscal goals ? Unplanned absences
? Updated demand
information

Optimized Schedule

Agents
? Skills, wages, work
rules, availability,
preference, schedule
events

Publish
schedules and
reports

? SAP AG 200 4

? You create a schedule to produce a plan for your Interaction Center for a specific week. The schedule
lists out when each of your agents will:
? Work in a specific work area or job
? Take a break or eat a meal
? Be assigned to training or attend a meeting
? In most organizations, you calculate your schedule anywhere from two to eight weeks in advance of the
actual schedule date.

© SAP AG CR410 6-10

 Schedule Features

Work
Area
Shift
Characteristics: Work Area
Non-Transition Zones Reluctance
Disallowed Shift Profile
Lengths

Work Schedule
Rules Exceptions
Schedule
Priorities

? SAP AG 200 4

? Shift characteristics:

? Non-transition zones are periods during the business day when shifts cannot begin or end (note that shifts can be scheduled
over defined non-transition zones, however, they cannot start or end as defined). Use this activity to define the time ranges
for non-transition zones, the days to which non-transition zones apply, and the specific events that are allowed during non-
transition zones, shift starts, shift endings, or both.

? Disallowed Shift Lengths: IC WFM will not schedule shifts of the length(s) that you can configure. This ensures that shifts
meet corporate, governmental, and union regulations regarding shift lengths.

? Work Area: The work area is assigned to the employee from the list available. Work area is the work that the agent is able to
do. You can assign an employee into as many work areas as they are qualified.

? Work Area Reluctance Profile: Cross-trained employees can be assigned to multiple work areas. The work area reluctance
profile is your means for allocating weight or priority to individual agent work area assignment during scheduling when an
agent has multiple work area assignments.

? Schedule Exceptions: You can customize the schedule exceptions and which break exceptions you want to be displayed.
Exceptions arise when employee schedule or break rules are violated as a result of the schedule calculation or due to manual
edits to the schedule. Only the exceptions that are enabled will be displayed by the system.
? Schedule Priorities: IC WFM uses costs to provide a schedule according to your organization's priorities. IC WFM contains a
list of predefined costs. You define the costs to be used by the schedule solver and can modify cost values to align your
schedule results with your objectives. Schedule priorities have preconfigured default settings that apply a balanced
importance. Significant changes to these values may result in undesirable or unpredictable schedule results.
? Work Rules: Work rules guide the scheduler. Work rules consist of a basic set of rules for fairness, as well as rules for
employees with employee contracts. You have the ability to use 12 work rules to meet the specific needs of your location
without having to perform any processing customization typically grouped as pairs of minimum and maximum values.

© SAP AG CR410 6-11

© SAP AG CR410 6-12
 Schedule Maintenance Capabilities

Entry of temporary employee requests

? Availability
? Fixed schedule changes

Various views of schedule information

? By employee for the week
? Edit all shift details
? Add schedule events
? View schedule exceptions
? View weekly schedule summary
? By week for all employees including
weekly schedule statistics
? By day (graph), for all employees
including ability to:
? Sort by earliest shift, name, seniority
? Swap shifts between employees
? Drag and drop shift and break editing
? Add or remove employee shift segments

? SAP AG 200 4

? Schedules are typically calculated from two to eight weeks prior to the actual schedule date. The goal of
schedule maintenance is to keep the schedule up-to-date based on the most current information
available. You perform maintenance on a calculated schedule to:
? Ensure it meets all workload and coverage requirements using the freshest forecast data.
? Update agent information to account for unplanned agent changes.
? Account for business changes not reflected in the original schedule.
? Schedule maintenance uses hybrid optimization technology for most efficient schedule results in
meeting demand.
? It accommodates various scheduling environments:
? Fixed or contract variable for flexible staffing
? Task blending – skill-based option allowing for effective utilization of agent skills across contact
channels
? Schedule events such as training, meetings, and so on
? Meal and break allocation based on user-defined rules
? Schedule Maintenance enables the IC manager to balance schedule goals with the ever changing needs
of agents.
? Schedule maintenance capabilities accommodate unplanned absences and changes due to unexpected
variance of business volumes.
? Standard reports are available via SAP BW.

© SAP AG CR410 6-13

 Analytics – Process

Data extracted WFM specialist

and loaded into reviews exception
SAP BW and operational
reports

Exceptions and
Review Process schedule proposals
published for approval

Schedule is
created or
maintained

Call Center
view Publish
Publishing schedules and
reports
Process

Agent Manager
view view

? SAP AG 200 4

? Reports within IC WFM provide administrative and management support for the Interaction Center. All
reports are created through SAP BW and are accessible through the Interaction Center manager’s portal.
? All analytics fulfill the following demands:
? They are available in portal role(s) for easy review and distribution.
? They are using Crystal Decisions with ready-to-print formatting for easy posting.
? They can be distributed via portal supported channels (e.g. e-mail, fax, and print) for complete
communication.
? SAP BW rollup capabilities provide visibility to business operations to all leve ls of an organization.
? Flexible user interface, providing standard data selection criteria as well as ad hoc capability.

© SAP AG CR410 6-14

 Administrator Maintenance – Process
IC Manager IC Manager IC Manager
Site A Site B Site C

? IC Manager submits forecast

and/or schedule calculation
requests

? Calculation requests are sent

to the calculation services Optimization Solver(s)
interface for processing

Trouble-
shoot
Reprioritize errors
requests
? CRM Administrator monitors
calculation requests and
troubleshoots errors
CRM Admin.
Monitor
calculation Reprioritize
status requests

? SAP AG 200 4

? Technical administrators within the Interaction Center organization using the Portal Role CRM
Administrator provide administrator maintenance support for:
? IC WFM
? Schedule and forecast calculations
? The calculation server

© SAP AG CR410 6-15

 Interaction Center Workforce Management: Summary

You are now able to:

? Describe the IC Workforce Management process
? Maintain agent profiles
? Understand the forecasting and scheduling process
? Understand how to create and maintain forecasts and schedules

? SAP AG 200 4

© SAP AG CR410 6-16

 Exercise

Chapter: Workforce Management

Topic: Employee Data and Agent Maintenance

At the conclusion of this exercise, you will be able to:

? Create an employee and assign the employee to the organizational
structure
? Create an absent type
? Create an availability template
? Maintain the employee data in Workforce Management in the
Interaction Center Manager portal

The contact center agents must be set up so IC WFM can schedule them.
As agents are hired they are added as business partners in CRM (you can
use the HR Master Data through the ALE Link).
Once associated with the appropriate organization, the agent data can be
enriched with schedule specific rules and settings in IC WFM.

1-1 Your organization has hired some additional Interaction Center Agents. It is the
Interaction Center Manager’s responsibility to create a new agent and ensure that the
agent is assigned to the correct organizational unit.

1-1.1 Create a new employee with the following data:

Lastname: ##Gentile
Firstname: Victoria
Search term: CR410##
Address: 2165 3rd Avenue, Denver, Colorado, Postal Code 80244, US

Note the Business Partner Number: _________________________

© SAP AG CR410 6-17

1-2 Assign the new employee to the US Contact Center Colorado Springs organizational unit
to the IC WFM Agents position.

1-3 HR Policy has been changed. The employees’ contracts are now paying employees for
Jury Duty and they have negotiated a new availability schedule so that full time
employees will work from 9 to 5 Monday to Friday. This should apply to all new
employees.

1-3.1 Create a new absent type called “Z## Jury Duty” valid from the beginning of this
year until the end of 2010. You want it to be displayed for 30 days.

1-3.2 Create a new availability template, “Z##” with a description “Group ## 9 to 5”.

1-4 What are the work areas used for in the Workforce Management? Can you edit an
employee’s work area assignment?

1-5 What is an employee profile?

© SAP AG CR410 6-18

1-6 All employee data must be up-to-date in order for the scheduler to have the most current
inputs. The Interaction Center Manager has to enter the employee data in the IC Manager
portal.

1-6.1 Enter the hire date: (Beginning of the course)

Full Time default setting, Cost Class: Standard Hourly

1-6.2 Enter the Work Area & Qualifications.

The ##Gentile has been hired at a pay rate of $10.00.
Assign ##Gentile to e- mail with a proficiency rating of one and billing questions
with a proficiency rating of seven.

1-6.3 Indicate that the ##Gentile has signed a contract for full- time availability. Assign
##Gentile to the availability template that you created above, Z## availability.

1-6.4 ##Gentile has informed the IC Manager that on the Friday, Victoria will have Jury
Duty. Create the absent type, “Z## Jury Duty” for one day. To determine for which
Friday to create the absent type, use the following information:
Week you are working in: Take your group number and add to the week of the
course to determine for which week you will generate the forecast. For example:
Week you’re working in…
Group 01 use 1 week after course
Group 02 use 2 week after course
Group 03 use 3 weeks after course
Group 04 use 4weeks after course
Group 05 use 5 weeks after course
and so on.

© SAP AG CR410 6-19

© SAP AG CR410 6-20
 Chapter: Workforce Management
Topic: Forecasting

At the conclusion of this exercise, you will be able to:

? Generate a forecast
? Review\modify the forecast and possibly regenerate the forecast if any
adjustments are made
? Analyze the workload and exa mine how many IC Agents are needed
to accommodate the forecast call volume
Once all agent information is up to date a forecast must be generated
before a schedule can be created.
You create a forecast to calculate your expected overall business volume
and workload. It uses channel data from your ACD/CTI to identify your
activity together with parameters and other historical information to
establish trends. You then have the opportunity to tune this data to ensure
that it accurately reflects the current business situation. Once the volume
forecast is generated, it projects the workload and the number of agents
needed per work area for each quarter hour.

© SAP AG CR410 6-21

.
1 On the forecast parameters screen the manager can enter all the necessary information in
order to generate a valid forecast for the forecast week. For each indicator group the manager
can determine what historical weeks to use as well as the weighting for each week and any
percent increase or decrease needed when accounting for seasonality or campaigns.

On the Forecasting screen, choose the following selections and then select Proceed.

Field Data
1. Select Organization US CONTACT CENTER COLORADO
SPRINGS
2. Select Functional area Choose Forecast Week
3. Choose Forecast week Week you are working in. Take your group
number and add to the week of the course
to determine which week you will generate
the forecast for. For example:
Week you’re working in…
Group 01 use 1 week after course
Group 02 use 2 week after course
Group 03 use 3 weeks after course
Group 04 use 4weeks after course
Group 05 use 5 weeks after course
Group 06 use 6 weeks after course
and so on for your group……..
4. Select Forecast Area Forecast Parameters

1-1 In this case you are going to use a template (New Customer Promotion), as the week
you are forecasting for has a specific promotion you have used in the past and you
have an expected volume pattern and business value. The values used to generate the
forecast of the template week you select will populate your page. You are also
expecting an increase in response for both email and phone of 20 percent on Monday
due to a time constrained special on that day.

1-2 Generate the forecast.

1-3 Once the forecast has been generated, the IC Manager would like to review the
forecast. If the IC Manager makes any changes to the forecast, remember to
regenerate the forecast.

The IC Manager reviews the workload to see how many agents are required for the billing
questions work area.

© SAP AG CR410 6-22

 Chapter: Workforce Management
Topic: Scheduling

At the conclus ion of this exercise, you will be able to:

? Schedule planned activities
? Calculate a schedule
? Review the schedule
Once the forecast has been completed, the next step is to go ahead and
create the schedule. There are three major parts to this scheduling
process: schedule planned activities, calculation of a schedule, and
review of the schedule.

1 The IC Manager would like to create a schedule for the same week that the forecast was
generated. In the IC Manager portal in the Workforce Management workset, proceed to the
schedule workset. Enter the following data:

Field Data
1. Select Organization US CONTACT CENTER COLORADO
SPRINGS
2. Select Starting Point Event Planning
3. Org. Unit US CONTACT CENTER COLORADO
SPRINGS
4. Filter by team Use All Teams
5. Enter schedule date Enter data you have created forecast for…
Week you are working in. Take your group
number and add to the week of the course
to determine which week you will generate
the forecast for. For example:
Week you’re working in…
Group 01 use 1 week after course
Group 02 use 2 week after course
Group 03 use 3 weeks after course
Group 04 use 4weeks after course
Group 05 use 5 weeks after course
Group 06 use 6 weeks after course
and so on, for your group……..

© SAP AG CR410 6-23

2 The IC Manager would like to schedule an event called “##Telephone” to review with the
new employees some of the telephone call procedures. It should be scheduled on the
Thursday of your week that you are working on from 3:00 to 4:00 pm. Assign this event to
your new employee which you hired, ##Gentile, Victoria.

3 The manager wants to create a schedule for the week you are working in. Use the following
work areas: Billing Questions, E-mail, Upgrade Campaign. Calculate the schedule.

4 Once the schedule has been created, the manager would like to review the schedule and
publish it to the agents.

4-1 Review the schedule and see if the event has been planned for ##Gentile on the
Thursday.

4-2 The manager would also like to swap shifts with Leslie Chicago and ##Gentile.
##Gentile has a dentist appointment on Friday afternoon and will not be returning to
work on the Friday of the week for which you generated the schedule.

© SAP AG CR410 6-24

 Solutions

Chapter: Workforce Management

Topic: Employee Data and Agent Maintenance

At the conclusion of this exercise, you will be able to:

? Create an employee and assign the employee to the organizational
structure
? Create an absent type
? Create an availability template
? Maintain the employee data in Workforce Management in the
Interaction Center Manager portal

The contact center agents must be set up so IC WFM can schedule them.
As agents are hired they are added as business partners in CRM (you
could use the HR Master Data through the ALE Link).
Once associated with the appropriate organization, the agent data can be
enriched with schedule specific rules and settings in IC WFM.

1-2 Your organization has hired some additional Interaction Center Agents. It is the
Interaction Center Manager’s responsibility to create a new agent and ensure that the
agent is assigned to the correct organizational unit.

1-2-1 Create a new employee with the following data:

Lastname: ##Gentile
Firstname: Victoria
Search term: CR410##
Address: 2165 3rd Avenue, Denver, Colorado, Postal Code 80244, US

Note the Business Partner Number: _________________________

SAP Easy Access ? Master Data ? Business Partners ? Maintain Business

Partner
Choose Create Person.
Role: Employee
Enter data as indicated above.

© SAP AG CR410 6-25

 1-3 Assign the new employee to the US Contact Center Colorado Springs organizational
unit to the IC WFM Agents position.

SAP Easy Access Menu ? Master Data ? Organizational Model ? Maintain

Organizational Model
Select Organizational unit and search for *Colorado*.

Double-click on the US Contact Center Colorado Springs. The organizational unit

should appear in the work area.

Double-click on the position IC WFM Agents. Select the Assign icon in the legend
or right-click on the IC WFM Agents position and select Assign. Assign a
business partner. Search for your ##Gentile business partner . Select the check
box beside the business partner and choose Enter to assign the new agent to this
position. Save the organizational structure.

1-4 HR Policy has been changed. The employees’ contracts are now paying employees for
Jury Duty and they have negotiated a new availability schedule so that full time
employees will work from 9 to 5 Monday to Friday. This should apply to all new
employees.

1-4-1 Create a new absent type called “Z## Jury Duty” valid from the beginning of
this year until the end of 2010. You want it to be displayed for 30 days.

IMG ? CRM ? Interaction Center Workforce Management ? Operational

Settings ? Define Absence Type

Choose New Entry.

Location Profile: SAPLOC
Absent Code: Z##
Start Date: Beginning of the year (010104)
End Date: December 31, 2010
Short Description: Z## Jury Duty
Active: Select the check box
Default: Leave blank
Display Limit Days: 30 Days
Long Description: Z## Jury Duty
Save the new Absent Type.

© SAP AG CR410 6-26

 1-4-2 Create a new availability template, “Z##” with a description “Group ## 9 to
5”.

IMG ? CRM ? Interaction Center Workforce Management ? Schedule

Settings ? Define Availability Templates

Choose New Entry.

Location Profile: SAPLOC
Avail. ID: Z##
Short Description: Z## availability
Long Description: Z## availability template 9 to 5

Select your line, double-click on Availability Interval .

Assign the day of the week and the hours.
Start Day: Monday
End Day: Monday
Start: 9:00
End: 17:00

Start Day: Tuesday

End Day: Tuesday
Start: 9:00
End: 17:00
repeat for Wednesday, Thursday, Friday

Save.

1-5 What are the work areas used for in the Workforce Management? Can you edit an
employee’s work area assignment?

The work area is a consolidation of workloads that apply to all of its

corresponding tasks. Employees are assigned to work areas that connect the
workload to those employees who can do the work. You enter and edit an
employee’s work area assignments and view the employee’s qualifications by
selecting Workforce Management ? Employee Maintenance ? Work Areas &
Qualifications from the Interaction Center Manager’s portal. The data that is
entered, is considered to be permanent information for an employee. This
information is used by IC WFM when scheduling an employee unless it is
changed for the schedule week through the Work Areas & Qualifications page
available when clicking Workforce Management ? Schedules ? Individual
Schedule ? Work Areas & Qualifications.

© SAP AG CR410 6-27

 1-6 What is an employee profile?

An employee profile is setting up the employee profile information. Normally

this is done by the IC Manager in the portal and it includes schedule rules and
work area information.

1-7 All employee data must be up-to-date in order for the scheduler to have the most
current inputs. The Interaction Center Manager has to enter the employee data in the
IC Manager portal.

Instructor will provide you with the link to the portal. Log on to the portal:
User: ICMAN
Password: welcome
Navigate to the following worksets:
Workforce Management ? Employee Maintenance
Select Organization: US Contact Center Colorado Springs
Select Starting Point: Profile
Filter Employees:
Org. Unit: US Contact Center Colorado Springs
Select New Employees Only.
Display Employees Using: List View
Choose Proceed.

In the profile double-click on your ##Gentile.

1-7-1 Enter the hire date: (Beginning of the course)

Full Time default setting, Cost Class: Standard Hourly

In the profile, enter the hire date. The default setting should be full time
and cost class should be hourly.
Save.

1-7-2 Enter the Work Area & Qualifications.

The ##Gentile has been hired at a pay rate of $10.00.
Assign ##Gentile to e-mail with a proficiency rating of one and billing questions with a
proficiency rating of seven.

Choose Work Areas & Qualifications.

Enter a Pay Rate=10.00
In the Work Area Assignments, to add work areas, choose Add
Assignment Billing Questions and E-mail.
Work Area Reluctance Profile = Equal.
Save.

© SAP AG CR410 6-28

 1-7-3 Indicate that the ##Gentile has signed a contract for full- time availability.
Assign ##Gentile to the availability template that you created above, Z##
availability.

Schedule rules
Availabilities and Shifts
Availability Template: Z## availability
Work Rule Set= Full Time
Apply.
Save.

1-7-4 ##Gentile has informed the IC Manager that on the Friday, Victoria will
have Jury Duty. Create the absent type, „Z## Jury Duty“ for one day. To
determine for which Friday to create the absent type, use the following
information:
Week you are working in: Take your group number and add to the week of
the course to determine for which week you will generate the forecast. For
example:
Week you’re working in…
Group 01 use 1 week after course
Group 02 use 2 week after course
Group 03 use 3 weeks after course
Group 04 use 4weeks after course
Group 05 use 5 weeks after course
and so on.

Go to Time-Off Requests.
Add a request.
Status: Approved
Start date: As indicated above
End date: As indicated above
Select Get Absence types. Select your absent type Z## Jury Duty.
Paid Days: 1
Choose Submit.
You should see the Time -off Request added.

© SAP AG CR410 6-29

© SAP AG CR410 6-30
 Chapter: Workforce Management
Topic: Forecasting

At the conclusion of this exercise, you will be able to:

? Generate forecast
? Review\modify the forecast and possibly regenerate the forecast if any
adjustments are made
? Analyze the workload and examine how many IC Agents are needed
to accommodate the forecast call volume
Once all agent information is up to date a forecast must be generated
before a schedule can be created.
You create a forecast to calculate your expected overall business volume
and workload. It uses channel data from your ACD/CTI to identify your
activity together with parameters and other historical information to
establish trends. You then have the opportunity to tune this data to ensure
that it accurately reflects the current business situation. Once the volume
forecast is generated, it projects the workload and the number of agents
needed per work area for each quarter hour.

© SAP AG CR410 6-31

1 On the forecast parameters screen the manager can enter all the necessary information in
order to generate a valid forecast for the forecast week. For each indicator group the manager
can determine what historical weeks to use as well as the weighting for each week and any
percent increase or decrease needed when accounting for seasonality or campaigns.

On the Forecasting screen, choose the following selections and then select Proceed.

Field Data
1. Select Organization US CONTACT CENTER COLORADO
SPRINGS
2. Select Functional area Choose Forecast Week
3. Choose Forecast week Week you are working in. Take your group
number and add to the week of the course
to determine for which week you will
generate the forecast. For example:
Week you’re working in…
Group 01 use 1 week after course
Group 02 use 2 week after course
Group 03 use 3 weeks after course
Group 04 use 4weeks after course
Group 05 use 5 weeks after course
Group 06 use 6 weeks after course
and so on for your group……..
4. Select Forecast Area Forecast Parameters

1-1 In this case you are going to use a template (New Customer Promotion), as the week
you are forecasting for has a specific promotion you have used in the past and you
have an expected volume pattern and business value. The values used to generate the
forecast of the template week you select will populate your page. You are also
expecting an increase in response for both e- mail and phone of 20 percent on Monday
due to a time constrained special on that day.

IC Manager Portal select the following worksets:

Workforce Management ? Forecasting
Select Organization: US Contact Center Colorado Springs
Select Functional Area: Choose Forecast Week
Choose Forecast Week: See above for your week
Select Forecast Area: Forecast Parameters
Choose Proceed.

On the forecast parameters screen the manger can enter all the necessary
information in order to generate a valid forecast for the forecast week. For each
indicator group the manager can determine what historical weeks to use as well
as the weighting for each week and any percent increase or decrease needed
accounting for seasonality or campaigns .

© SAP AG CR410 6-32

 You are going to use a template, as the week you are forecasting for has a specific
promotion you have used in the past and you have an expected volume pattern
and business value. You are also expecting an increase in response for both e-
mail and phone of 20 percent on Monday due to a time constrained special on
that day.

Make sure that the WEEK OF: is set to the week you are assigned to generate
the forecast.

We will be using a template, Forecast Template Name: New Customer

Promotion.
Choose Apply Template.

You can see that the template has been applied using the volumes from the weeks
of the last similar promotion. A user can also select these independently and also
weight the weeks differently as needed.

On the Monday, enter 20 in the percent change box. This indicates that a growth
rate for this day is expected.

Choose Calculate Forecast.

1-2 Generate the forecast.

On the Calculation Status screen, monitor the forecast you generated. Choose
refresh list until it is completed.

1-3 Once the forecast has been generated, the IC Manager would like to review the
forecast. If the IC Manager makes any changes to the forecast, remember to
regenerate the forecast.

Select Review/Modify Forecast. Here the manager reviews the resulting forecast.
He or she can make changes or adjustments to the forecasted values on a ¼ or ½
hour, hourly, and daily basis.

Select Inbound Billing from the Select indicator box and then Review/Modify
forecast.
You will see the graphics appear.
Select 2:00 pm.
For the Inbound phone indicator you can see the related forecast volumes and
service level goal. This includes abandoned calls, average handling time (AHT),
and the service level that will be used to determine the demand.

If you position your cursor on different times on the graph, you can see values
and service levels that will be applied during those time periods.
If you made any changes to the forecast, remember to regenerate the forecast.

© SAP AG CR410 6-33

 1-4 The IC Manager reviews the worklo ad to see how many agents are required for the
billing questions work area.

Go to Workload.
Here the IC Manager can navigate through the organizational hierarchy and see
exactly how many agents are needed to accommodate the forecast call volume
and to see how many people are needed for the billing questions work area. If
you want to see the e-mail workload, select e-mail from the indicator box.

© SAP AG CR410 6-34

 Chapter: Workforce Management
Topic: Scheduling

At the conclusion of this exercise, you will be able to:

? Schedule planned activities
? Calculate a schedule
? Review the schedule
Once the forecast has been completed, the next step is to go ahead and
create the schedule. There are three major parts to this scheduling
process: schedule planned activities, calculation of a schedule, and
review of the schedule.

1 The IC Manager would like to create a schedule for the same week that the forecast was
generated. In the IC Manager portal in the Workforce Management workset, proceed to the
schedule workset. Enter the following data:

Field Data
1. Select Organization US CONTACT CENTER COLORADO
SPRINGS
2. Select Starting Point Event Planning
3. Org. Unit US CONTACT CENTER COLORADO
SPRINGS
4. Filter by team Use All Teams
5. Enter schedule date Enter data you have created forecast for…
Week you are working in. Take your group
number and add to the week of the course
to determine which week you will generate
the forecast for. For example:
Week you’re working in…
Group 01 use 1 week after course
Group 02 use 2 week after course
Group 03 use 3 weeks after course
Group 04 use 4weeks after course
Group 05 use 5 weeks after course
Group 06 use 6 weeks after course
and so on, for your group……..

© SAP AG CR410 6-35

2 The IC Manager would like to schedule an event called “##Telephone” to review with the
new employees some of the telephone call procedures. It should be scheduled on the
Thursday of your week that you are working on from 3:00 to 4:00 pm. Assign this event to
your new employee which you hired, ##Gentile, Victoria.

IC Manager Portal select the following worksets:

Workforce Management ? Schedules
Select Organization: US Contact Center Colorado Springs
Select Starting Point: Event Planning
Filter Employees:
Org. Unit: US Contact Center Colorado Springs
Filter by Team: Use All Teams
Enter Schedule Date: Select your week as indicated above
Choose Proceed.

Choose Event Planning.

Make sure it is your week.
Event Name: ##Telephone
Event Day: Tuesday (make sure it is not the same day as the time off request)
Frequency: Do not repeat
Start/End Time: 03:00P to 04:00P
Choose Show Employees.
Select: ##Gentile
Save.
You should see the event appear in the Event List.

3 The manager wants to create a schedule for the week you are working in. Use the following
work areas: Billing Questions, E-mail, Upgrade Campaign.
Calculate the schedule.

Select Daily Schedule.

On the Daily Schedule, you should see your ##Gentile. Select the day you created the
time off request and it should be on her schedule. For the other days, she should be able
to work 9 to 5, Monday to Friday.

Choose Calculate Schedule.

You are going to calculate a schedule for the entire contact center, for your week.
Choose US Contact Center Colorado Springs.

Select your work area: Double-click on billing questions and e-mail.

Submit to Calculate.

You will automatically go to the Calculation Status. Choose Refresh List until your
schedule has completed.

© SAP AG CR410 6-36

4 Once the schedule has been created, the manager would like to review the schedule and
publish it to the agents.

Select Schedule View.

Once the user has calculated a schedule he or she will review it and publish it to the
agents. The agent may choose to make changes to the schedule and can do so here, by
dragging and dropping shifts, extending them, and so on. The agent can also see the
immediate impact on the agent’s hours and changes to coverage.

4-1 Review the schedule and see if the event has been planned for ##Gentile on the
Thursday.

In the Schedule View the manager could select the day and look at each agent’s
assignment or, for more detailed schedule changes such as those to activities and
to review the schedules by individual employee, the manager uses the individual
schedule view. Here the manager can review the schedule rules used for this
week, the schedule itself, schedule exceptions, and a summary of the schedule
information.

The manager can also review the schedule in the weekly schedule page, which is
similar to the format in which a schedule would be published to agents in report
form. A set of WFM reports are also available through the Analytics option (via
BW), where all the IC Manager reporting needs can be found. The resulting
schedule allows a proactive approach to meeting business needs. Agents with the
right skills are aligned with operational and business objectives, making real
time management less reactive and more productive. To view the weekly
schedule page, choose Weekly schedule.

4-2 The manager would also like to swap shifts with Leslie Chicago and ##Gentile.
##Gentile has a dentist appointment on Friday afternoon and will not be returning to
work on the Friday of the week for which you generated the schedule.

On the Schedule View select Friday. Select Leslie Chicago and ##Gentile. Since
##Gentile has a dentist appointment and will not return to work on Friday
afternoon, choose SWAP.

Select OK in the swap dialog. The daily schedule is shown, already resorted with
the swap.

© SAP AG CR410 6-37

 Communication Architecture: Course Outline

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4

© SAP AG CR410 7-1

 Communication Architecture: Content

Technical Landscape
Components in the Communication
Architecture
Contact Push and Pull Mechanism in an
Inbound Communication

? SAP AG 200 4

© SAP AG CR410 7-2

 Communication Architecture: Objectives

At the conclusion of this unit , you will be able to:

? Describe the technical landscape and communication
architecture of CRM Interaction Center WebClient
? Describe the functions provided by each of the components
? Explain the flow of an inbound call to an Interaction Center agent
? Understand the telephony terminology
and technology used with the CRM
Interaction Center application

? SAP AG 200 4

© SAP AG CR410 7-3

 Current Solution for Interaction Center WebClient

Integrated Communication Interface (ICI)

? Active contact push for:
? Telephony
? E-mail
? Web Chat
? Latest SOAP/XML technology

? SAP AG 200 4

? The Integrated Communication Interface (ICI) is an open interface for connecting third-party
communication products to SAP components.
? The Integrated Communication Interface supports telephony, e-mail, chat, as well as real-time
monitoring.
? SOAP stands for Simple Object Access Protocol.

© SAP AG CR410 7-4

 Communication Integration: Introduction

What are the advantages of Communication

Integration in the Interaction Center?
? Simplified operation by soft-phone controls
? Automatic identification of communication partner
? Speeding up of processes in the call center

Telephone IC WebClient

Agent's desk

? SAP AG 200 4

? The Integrated Communication Interface (ICI) supports the integration of non-SAP communication
products with SAP components that use communication services. The ICI is intended in particular for
scenarios involving multiple communication channels, such as telephony, e-mail, and chat, but it can
also be used in single -channel scenarios. It enables activities such as an agent accepting an inbound
phone call, an agent deflecting an inbound chat request, or a supervisor monitoring queues.
? Telephony
- Screen pop and contact-attached data
- Soft-phone controls
- Automatic Number Identification (ANI)
- Dialed Number Identification Service (DNIS)
- Integration with external Interactive Voice Response (IVR) units
- Integration with outbound dialers for predictive, progressive, and preview dialing
? E-mail, Fax, and Letter
- Screen pop and contact-attached data
- Agent’s universal inbox
- Integration with workflow for routing and escalation rules
? Web
- Screen pop and contact-attached data
- Text chat, voice over IP, call-me-back request
- Integration with Web self-services

© SAP AG CR410 7-5

 Communication Architecture: Overview

Chat
requests

E-mails Black Box

Synchonizes agent’s phone and
Business screen with incoming and outgoing
Partner communication processes

Phone
calls

Telephone IC WebClient

Agent's desk

? SAP AG 200 4

? The next slides describe how to connect the inbound and outbound communication processes to the
agent’s telephone and IC WebClient.

© SAP AG CR410 7-6

 Communication Architecture: SAP CRM Part

Chat Black Box SAP CRM

requests
External

Communication Interface
communication
E-mails hard- and Business
software Comm.

Integrated
Business components Broker
Partner

Phone CRM
calls Application

Telephone IC WebClient

Agent's desk

? SAP AG 200 4

? The Integrated Communication Interface (ICI) is the interface of the SAP system to the external
communication software. Within the SAP system, the ICI passes the data via the Business
Communicatio n Broker (BCB) to SAP applications like the CRM IC WebClient or the IC Manager
Dashboard.

© SAP AG CR410 7-7

 Communication Architecture: Full View

Chat SAP CRM

Web Server
requests

Management Software

Communication Interface
Communication
E-mails Business
E-mail Server Comm.

Integrated
Business Broker
Partner

Phone Telephone CRM

calls System (PBX) Application

Telephone IC WebClient

Agent's desk

? SAP AG 200 4

? Communication management software refers to third party software products that manage
communication channels such as phone, e-mail, and chat. The Integrated Communications Interface
(ICI) allows the communication management software to communicate with the IC WebClient.
? Communication management software is delivered by various SAP software partners and might have
different functional scopes (CTI = Computer Telephony Integration, and so on).
? Certified communication software partners can be found on the SAP service marketplace
(alias/softwarepartner).

© SAP AG CR410 7-8

 Inbound Communication: Contact Push

Chat SAP CRM

Web Server
requests

Management Software

Communication Interface
Communication
E-mails Business
E-mail Server Comm.

Integrated
Business Broker
Partner

Phone Telephone CRM

calls System (PBX) Application

signal! Telephone IC WebClient

blink!

Agent's desk

? SAP AG 200 4

? The contact push mechanism makes sure that one agent receives only one communication request at a
time. In our example a phone call.
? In case of a phone call the contact push also synchronizes the agents devices (phone rings and screen
alters at simultaneously)
? The contact push mechanism can also be used to push a mail or a chat request to the agents UI.

© SAP AG CR410 7-9

 Contact Push Example: Incoming E-mail

blinking Accept / Reject buttons

indicating an incoming e-mail from Sandra Turner

? SAP AG 200 4

? In this example we follow the process flow of an incoming e-mail:

?The incoming e-mail is indicated by the blinking buttons Accept and Reject.
?The name of the account is displayed.
?When the agent accepts the e-mail, account and mail data are displayed.
?The contact push mechanism can also be used to push a phone call or a chat request to the agents UI.

© SAP AG CR410 7-10

 E-Mail: Comparison of Contact Push and Pull Option

SAP CRM

e-mail ICI BCB

Contact push
one communication
process is pushed in
e-mail SAPconnect

Contact pull
• many mails in agent inbox
• agent pulls mail

agent inbox

e-mail List:
------------------
------------------
------------------

? SAP AG 200 4

? For e-mail communication there are two options:

?The contact push as described on the previous slides. Only one communication process at a time is
pushed to the agent and blinks on the screen. This is handled by the Integrated Communication
Interface (ICI) and the Business Communication Broker (BCB).
?A pull mechanism based on the SAPconnect interface and the agent’s inbox. Here many mails can be
displayed in the agents inbox and the agent actively pulls a mail out of the inbox to process it. Besides
e-mail, this process can also handle fax and letter.
? The separation of the two scenarios is controlled by the e-mail profile in the WebClient customizing (see
last graphical slide of this unit).

© SAP AG CR410 7-11

 Contact Push and Pull Option: Software

External SAP Web AS 6.20

communication
software
JAVA IC WebClient
e -mail, push
phone, XML, ICI BCB
SOAP
fax
agent inbox
ABAP
e-mail List:
pull
RFC ------------------
e-mail SAPconnect
------------------
------------------

phone RFC SAPphone

IC WinClient

? SAP AG 200 4

? This example shows a comparison of the contact push and pull mechanism from a SAP software point of
view.
? As explained in more detail in unit Software Architecture, the SAP Web Application Software Release
6.20 (SAP Web AS) contains an ABAP and a Java runtime environment.
? The new push mechanism is controlled by the Integrated Communication Interface (ICI) and the
Business Communication Broker (BCB). Both ICI and BCB are Java components. ICI is using XML
based protocols to connect the external communication software.
? The pull mechanism for e-mails is based on the SAPconnect interface which is an ABAP application
using SAP proprietary RFC protocols.
? We will first focus on the ICI/BCB scenario and later on in this unit take a look at the SAPconnect
approach.

Note: Similar to the SAPconnect e-mail interface, there is also an ABAP based telephony interface called
SAPphone. It is mainly used by the IC WinClient, but will be available for the WebClient as from CRM
4.0 Service Pack 04.

© SAP AG CR410 7-12

 Contact push: Business Communication Broker

IC Web Client Manager

Dashboard

IC Agent IC Manager
IC Manager
CRM
Server Dashboard

BCB-Lib
BCB
Administration

BCB
IT Admin.

ICI (SOAP/Http) SAP System

Simulating an external CCS UI External

communication Contact communication
Contact
software Center software
Center
Simulator

? SAP AG 200 4

? The Business Communication Broker (BCB) is a Java application of the SAP system basis that allows
you to handle communication like phone, e-mail, and chat.
? BCB is able to dispatch incoming and outgoing communication processes between external and internal
software components.
? An external communication software is, for example, a Computer Telephony Integration Server (CTI)
attached to your telephone system or a mail server. In this picture the external software is represented by
the Contact Center.
? The connection to the external communication software is done by the Integrated Communication
Interface (ICI). ICI is a new communication interface based on XML/SOAP protocols.
? The internal software component in this example is the SAP Interaction Center WebClient or the IC
Manager Dashboard. The connection between the BCB and the IC WebClient is done by the IC Server
which is also a Java based application.
? The BCB administration allows you to set up the connections to the external servers. One of the
connections can be the connection to a real server. The other one can be used to connect the SAP
Contact Center Simulator (CCS).
? The CSS can be used to simulate incoming and outgoing communication processes even without having
a real external communication software connected.

© SAP AG CR410 7-13

 Accessing the Business Communication Broker

Internet Browser
Address http://iwdf8792.wdf.sap.corp:50200/bcb/bcbadmStart.jsp

SAP: Business Communication Broker - Administration

? SAP AG 200 4

? To access the Java based Business Communication Broker administration via an Internet browser, you
need to know the port and host name of your J2EE engine.
? You find this information in the IC WebClient Administration under System Parameters ? Define Java
server and Host names.

© SAP AG CR410 7-14

 Business Communication Broker Settings

SAP Contact Center simulator

Communication _Server_XY

Define
Host Name and
Port of external
communication
server

? SAP AG 200 4

? In the Business Communication Broker settings you set up the connection to the external communication
software.
? For simulation purposes, you may set up a connection to the SAP Contact Center simulator (CCS).

© SAP AG CR410 7-15

 Contact Center Simulator: Agents Overview

Agent Workmode Queue Channel Address

ICAGENT ready Hotline Telephony Email: ICAGENT@ ccs.com

AGENT_K Logged off Hotline Telephony Phone: + 15550002

Infoline
Chat Email: AGENT_K@ccs.com
AGENT_smith not ready Hotline Telephony Phone: + 15550003
Order Entry E -mail Email: AGENT_smith@ccs.com
Infoline Chat Chat: AGENT_smith@ccs.com
AGENT_G ready Hotline Telephony Phone: + 15550004
E -mail Email: AGENT_G@ccs.com
Chat Chat: AGENT_G@ccs.com

Agent Address
Identical to user Tel. extension of
logged on to agent‘s phone ;
IC WebClient e-mail address

? SAP AG 200 4

? The Contact Center Simulator CCS allows you to simulate agents logging in and of the Business
Communication Broker.
? This graphic shows you a list of IC agents, their workmode, and communication data.
? You can also simulate the communication channels phone, e-mail, and chat via the CCS without having
any external communication software attached to your system.
? Simulating an incoming communication will push the contact to an agents WebClient screen.

© SAP AG CR410 7-16

 Contact Pull: Agent Inbox

IC WebClient
Workflow

agent inbox
Route mail mail@from.customer
to agent
sales order 500034
inbox
overdue activity 341

Identify mail@from.customer
Send
customer acknowledgement

Inbound
distribution

e -mail SAPconnect
server

? SAP AG 200 4

An e-mail from a customer arrives (note: the same workflow can also handling fax and letter).
? A reply is automatically sent to the customer to acknowledge receipt of the e-mail.
? The mail is routed to the agent inbox of the IC WebClient agents.
? An agent picks a mail from the agent inbox.
? The agent accesses the knowledge search to search for solutions for the problem described by the
customer.
? The agent selects the appropriate solution and inserts it into the e-mail reply to the customer.
? The agent sets the status of the e-mail message to completed.

© SAP AG CR410 7-17

 E-mail Administration: Recipient Distribution

Sent to address New recipient

info@company.com service@team1
serv@company.com service@team2

your internal
company‘s address of
mapping assigned in task of
service IC service
address team Customizing
workflow
WS14000164
assigned in
Master Data

Organization
Unit: IC Team 1

? SAP AG 200 4

? You can assign an internal recipient to the service e-mail address of your company.
? The recipient e-mail address can be assigned to an individual employee or a whole organizational unit in
the master data.
? In Customizing, the recipient e-mail address is assigned to the e-mail inbound processing task of the
workflow WS14000164.
? The workflow can route the mail to the appropriate team or person (organization unit or employee).

© SAP AG CR410 7-18

 Agent Inbox Customizing Settings

<Parameter id=“ EmailProvider” value=“ ICI”/>

e-mail profile
<Parameter id=“ EmailProvider” value=“ Inbox”/>

Workflow Task
Inbound
Communication Method: INT
Processing: Category: INT
(e-mail)

INBOX profile : Category: INT for e-mail must be assigned

IC WebClient profile

? SAP AG 200 4

? There are some mandatory customizing settings you must use if you want to use the agent inbox:
?In the e-mail profile (XML file), you have to use the Inbox as e-mail provider (instead of the ICI).
?The communication method INT (= e-mail) must be assigned to a workflow task (standard setting is
available).
?The communication method INT (= e-mail) must be assigned to a an activity category.
?This activity category has to be assigned to the INBOX profile. You can also assign business
transaction types to the INBOX profile so that the agent inbox will be a blend of e-mail processes and
business processes.
?Finally, the e-mail profile and the INBOX profile have to be assigned to the IC WebClient profile.

© SAP AG CR410 7-19

 Communication Architecture: Summary

You are now able to:

? Describe the technical landscape and communication
architecture of CRM Interaction Center WebClient
? Describe the functions provided by each of the components
? Explain the flow of an inbound call to an Interaction Center agent
? Understand the telephony terminology
and technology used with the CRM
Interaction Center application

? SAP AG 200 4

© SAP AG CR410 7-20

 Exercises

Chapter: Communication Architecture

Topic 1: Business Communication Broker

Topic 2: SAPconnect und Agent Inbox

Note: All the exercises of this unit are optional!

These exercises are additional information and not a mandatory part of the course scenario.
The schedule of the course does not consider the required time for these exercises!

1 Business Communication Broker

In this section we want to access the administration environment of the Business
Communication Broker (BCB) and the Integrated Communication Interface (ICI).
BCB and ICI are Java based applications. They are the interface of the CRM
applications like the IC WebClient to external communication software like e- mail
servers and Computer Telephony Integration Servers (CTI).

1-1 Access the Business Communication Broker administration.

The BCP is running on a Java server of the CRM system basis. First you have to find
out the host and port numbers of the Java Server installation.

Go to SAP menu: Interaction Center ? Interaction Center WebClient ?

Administration ? System Parameters ? Define Java Servers and Hostnames

Open the XML file:

...
<EXTERNALSERVERS>
<item>
<HOST>iwdf8343.wdf.sap.corp</HOST>
<PORT>50200</PORT>
<JCODESTINATION>
</JCODESTINATION>
</item>
</EXTERNALSERVERS>
...

© SAP AG CR410 7-21

 Use the highlighted IDs to replace the host and port IDs in the following link:

http://iwdf####.wdf.sap.corp:XXXXX/bcb/bcbadmStart.jsp

So that it looks like this:

http://iwdf8343.wdf.sap.corp:50200/bcb/bcbadmStart.jsp

This link will take you to the start page of the BCB administration.

1-2 Business Communication Broker settings.

Select Settings.

Here you can see the connections of the SAP Business Communication Broker to
external communication software servers.
In parallel, there is a connection to the SAP Contact Center Simulator that allows you
to simulate communication processes. As there is no real external software connected
to our training system, this is what we use to simulate incoming communication
processes for our IC WebClient.

1-3 Contact Center Simulator.

Select Contact Center Simulator.

Agent Simulation:

Here you can see all agents of the IC WebClient and their work mode.

Now logon to the IC WebClient in a second browser session and set work mode to
ready (button on the right hand side of the context area of the WebClient).

Refresh the agent simulation: The work mode ready should be displayed for your
agent/user.

Now you simulate a communication process:

Telephony, messaging (e- mail), or chat.

© SAP AG CR410 7-22

 Messaging Simulation:

In the example you want to simulate an incoming e-mail process.

Choose Messaging: Simulation.

From: CRM-##.TEST@SAPIDES.COM (e- mail address of S. ##Turner)

Subject: Hardware Question

Text: Hello, … … Goodbye

Mark your mail address in the field To: (do not change this address).

Select send message to agent.

Now your IC WebClient session should pop up and the buttons to accept or reject the
mail are blinking.

This is why this scenario is called contact push. The mail is pushed by the system to
the agent’s screen.

Accept the mail.

Information on the business partner and the e- mail are displayed in the WebClient
screen.

Note: Agent Dashboard

Agents can access information like queues and CTI they are logged in to by choosing
the date field in the left corner on the bottom of the screen.

© SAP AG CR410 7-23

 2 SAPconnect and Agent Inbox

Section 1 showed how e-mails (and other communication processes) can be pushed to
the agent’s WebClient.
Now we want to take a look at the required settings for the contact pull process.
In this case e- mails coming from the external mail server are transferred by
SAPconnect and a workflow to the agent inbox.

2-1 SAPconnect settings

Open the SAPconnect administration (Transaction SCOT).

Mark the node INT (which stands for e- mail communication).

Create a new sub node under INT.

Node: LOOP##
Description: Node for Agent Inbox
Mark RFC Node
RFC Destination: NONE (for the simulation, or the real RFC destination in
case of a real life scenario)
Mark: Internet
Address area: *.service##@company.com (do not forget the *)
Note: this is the external e-mail address range of your company.
Customers will send their e- mails with service issues to addresses
like this.

Do not make changes to the output formats.

Do not restrict send time.
Set further address types: No
Maximum waiting time: 5 Minutes
Mark: Node is to be monitored …
Mark: Node can resolve …
Mark: Node is ready for use …
Mark: Node supports: …
Carry out test: yes

© SAP AG CR410 7-24

 2-2 Maintain internal receiving e- mail address.

Now you have to maintain the internal e- mail address of the responsible service team
that can be different from you external e- mail address.

IMG: CRM ? Interaction Center WebClient ? Agent Inbox ? Define Receiving E-

Mail Addresses/Fax Numbers

New entry address: SERVICE@TEAM.## (description: SERVICE@TEAM.##)

2-3 Assign receiving e- mail address to your organizational unit.

You have to assign the receiving e- mail address to your organizational unit, so that the
agents of this organizational unit can receive the mails in their agent inbox.

Go to the organizational model (Transaction PPOMA_CRM).

Select your organizational unit CR410_## Call Center Group ##.

Copy the business partner ID that is linked to the organizational unit to the clipboard.

Now go to the business partner maintenance (Transaction BP).

Open the business partner representing your organizational unit.

Go to the address screen.
Enter the e- mail address: SERVICE@TEAM.##

2-4 Maintain recipient distribution.

In this step you assign the external e-mail address of your company (that matches your
SAPconnect mail node settings) to the internal e- mail address of the service team.

SAP Menu: Interaction Center ? Interaction Center WebClient ? Administration

? Agent Inbox ? Maintain Recipient Distribution

New entry: Recipient: quick.service##@company.com

New recipient: SERVICE@TEAM.##
Note: You must use the F4 help to insert the new recipient:
Select: SAP object instance ? AUI: support object
F4 help: select SERVICE@TEAM.##
Save.

© SAP AG CR410 7-25

 2-5 Workflow settings

Assign agent to workflow task.

The last steps were necessary to dispatch incoming mails to the internal mail address
that is assigned to the organizational unit of your team.

As there may be a lot of employees in your team, you have to decide if they are all
responsible for this mail workflow or if only a few are responsible.

SAP Menu: Interaction Center ? Interaction Center WebClient ? Administration

? Agent Inbox ? Assign Agents for E-mail Handling

Click: Agent assignment

Click task: Process email
Click icon: create agent assignment
Assign your user CRM-##.

Activate workflow: Not necessary in training system!

Go to the Workflow Builder (Transaction BBP0).

Open up Mail Handling Workflow 14000164.
Tab page: Triggering Events
Activate the standard event by choosing the grey light. The ? must be green
afterwards.

2-6 Customizing Agent Inbox settings

In the following you will go through numerous steps that integrate the workflow task
into the agent inbox. The corresponding IMG activities can all be found in:

IMG: CRM ? Interaction Center WebClient ? Agent Inbox ? …

Assign Standard Tasks to Communication Methods

Here the communication methods like mail or fax are assigned to corresponding task
of the workflow. In your case the relevant entry is already there:
Task 14008030 (Process email) ? Communication Method INT (e- mail).

Note: This is the task of the workflow you have linked to your user in the step before.

Define Communication Method Settings:

The communication Method INT needs to be assigned to the activity category INT.
The required entry should already be there.
© SAP AG CR410 7-26
 Define Receiving E-Mail Addresses/Fax Numbers:
This is the internal e-mail address of your service team.
You have already made the entry SERVICE@TEAM.## in exercise 2.2.

Define Receiving E-Mail/Fax Settings:

Here you have to link the internal e- mail address of your team SERVICE@TEAM.##
to the communication method INT

Define Item Categories for Searches:

Here the Category INT connected to the item type Inbox Workitem.
Entry already exists.

Map Item Priority to Inbox Priority

Here the priorities of the different item types are mapped to the native inbox prio rities.
The required entries already exist. You only have to make changes if you have created
your own priorities.

Define Inbox Profile:

Create your own Inbox Profile Z_INBOX_##.
Assign as main category INT (and if you want other categories so that your Inbox will
be a blend of mail processes and other business processes).

2-7 Assign Inbox Profile to IC WebClient profile.

IMG: CRM ? Interaction Center WebClient ? Define IC WebClient Profiles

Open up your IC WebClient Profile Z_PROF_##.

Assign AI profile: Z_INBOX_##.

2-8 Assign E- mail Profile to IC WebClient profile.

IMG: CRM ? IC WebClient ? Define IC WebClient Profiles

Assign E-Mail Profile: DEFAULT INBOX.

Additional Info on E-Mail Profile:

The E-mail Profile DEFAULT INBOX is maintained in:

IMG: CRM ? Interaction Center WebClient ? Communication Channels ?
Define E-Mail Profiles
The E-mail Profile XML parameter provider controls whether an agent is using the ICI

© SAP AG CR410 7-27

 (contact push) or Agent Inbox (contact pull) process.

© SAP AG CR410 7-28

 2-9 Test the e- mail process.

Send a mail to your company’s service address.

Go to the E-Mail workplace (Transaction SBWP).

Send a mail to the valid address range *.service##@company.com for external e- mail
addresses that you have created in exercise 2-1 SAPphone settings and further
specified in the recipient mails distribution (2-4)
quick.service##@company.com.

Check if the mail arrived in the agent inbox of the WebClient.

Log on to the IC WebClient.

Navigate to the Inbox.
Search by main category: e-mail.

2-10 Trouble shooting

SAPconnect (Transaction SCOT)

Mark the e- mail node.

Press: Start send process (Ctrl + F7).
This way you can see if the mail was routed by your node LOOP##.

Workflow Event Trace (Transaction SWEL)

Here you can check if the event mailreceived of the workflow task was created
successfully.

© SAP AG CR410 7-29

 Software Architecture: Course Outline

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4

© SAP AG CR410 8-1

 Software Architecture: Content

Introduction to IC WebClient
Architecture
? Web Application Server
? Runtime Environment
? Presentation Layer
? Business Layer

? SAP AG 200 4

© SAP AG CR410 8-2

 Software Architecture: Objectives

At the conclusion of this unit , you will be able to:

? Give an overview of the IC WebClient software architecture
? Make minor changes to the layout of views

? SAP AG 200 4

© SAP AG CR410 8-3

 History: SAP Application Server 4.6D

User Access
? SAP GUI

? Web Browser, Mobile Devices

Clients

User Interface Programming SAP AS 4.6D

? Dynpro RFC

Programming Language ABAP

? ABAP

Connectivity
? RFC

? Access to 3rd Party (connectors)

? SAP AG 200 4

? The SAP Application Server Release 4.6 D is fully based on the ABAP runtime environment.
? User Interfaces (UIs) are based on Dynpro technology. Dynpros are normally displayed on a clients PC
via SAP GUI technology.
? Instead of a SAP GUI it is also possible to access the Application Server via a Web Browser. In this case
the Internet Transaction Server (ITS) is required as a Web Middleware. ITS is translating the ABAP
based Dynpros into HTML pages dynamically at runtime.
? To connect the Application Server to external software components you can use the SAP proprietary
Remote Function Call (RFC) protocol.

© SAP AG CR410 8-4

 SAP Web Application Server 6.20

User Access
? SAP GUI

? Web Browser, Mobile Devices

Clients
User Interface Programming
? Dynpro SAP WebAS 6.20
? BSP (Business Server Pages) SOAP/XML
Internet Communication
? JSP (Java Server Pages) Manager

Programming Language RFC

? ABAP
HTTP(S)
ABAP J2EE
? Java

Connectivity SMTP

? RFC

? Access to 3rd Party (connectors)

? HTTP(S), SMTP, SOAP/XML

? SAP AG 200 4

? SAP Web Application Server (WAS) 6.20 introduces a second runtime environment: the J2EE server
(Java 2 Enterprise Edition). J2EE and ABAP connect by the SAP JC0 (Java Connector).
? If you are using the Web Browser to access the WAS, you can either use the ITS, which converts
Dynpros into HTML. As an alternative you can design Web Applications using the ABAP based BSP
technology, which does not need the ITS or any other Web Middleware. Examples for BSP applications
are the views for the IC WebClient or the CRM People Centric UI.
? In parallel you can also create Web Applications based on Java Server Pages (JSP) like the CRM
Internet Sales and Service Applications.
? 3rd party products can connect to the WAS via SOAP/XML, RFC, HTTP(s) and SMTP or 3rd party
connectors.

© SAP AG CR410 8-5

 IC WebClient based on SAP Web AS

ABAP based BSPs JAVA based services

controlling page layout IC WebClient controlling communication
and navigation integration and scripting

SAP Web AS 6.20

ABAP J2EE

ABAP Communication External

+ Services communication
HTMLB software
Scripting (Mail Server,
Business Server Pages
Telephony)
(BSPs) ...

? SAP AG 200 4

? The IC WebClient is based on BSP technology mainly.

? An agent logs on to the IC WebClient application (BSP application CRM_IC) through an URL, portal.
? In parallel to the BSP session there is a second session running on the Java side controlling the
integration with third party communication software as well as some other services (alerts and
interactive scripting, knowledge search).

© SAP AG CR410 8-6

 Layers of the IC WebClient Application

IC WebClient

Presentation Business Server Pages

Layer (BSPs)

Business
Business Object Layer
Layer (BOL)

Generic Interaction Layer

(GENIL)

Database
Tables

? SAP AG 200 4

? The Business Server Pages (BSPs) are the presentation layer of the IC WebClient. They are used to
generate the HTML page of the WebClient running in the agents Browser. The business logic of CRM
business objects and processes is not controlled by the BSPs: presentation and data model are handled
separately.
? Business objects like business partners, product, transactions, etc. are kept in the Business Object Layer
(BOL).
? The Generic Interaction Layer (GENIL) handles the data transfer between database tables and the BOL.
? As we want to focus on WebClient UI customization we will focus on the BSPs rather than the data
model of the CRM objects.

© SAP AG CR410 8-7

 Business Server Page Technology

? Layout rendering and event handling is done by the pages

? Business logic included via Application Class
? Flow between pages defined in event handler

Presentation Layer

BSP page
Request
events

<form ...>
<input
Application Class
application-> Attributes
...>
</form> Methods
IC WebClient Response

Business Layer Business Object Layer

(BOL)

? SAP AG 200 4

Common features of BSP Applications:

? Direct request to the server, the server takes the request process to the BSP page.
? BSPs are called via URL.
? BSPs are fully integrated.
? BSPs can read data from the database via the business layer.
? BSPs can call a function module.
? BSPs can be transported.

© SAP AG CR410 8-8

 Model View Controller (MVC)

? Design pattern for decoupling presentation and logic of an application

Controller

? Handle Events
? Update application data
Request ? Define control flow

set
Model

? Defines application data

? Usually connected to
get business functionality
IC WebClient
Response View

? Visualization of the
Data flow application data
Control flow

? SAP AG 200 4

? Common features of the Model View Controller (MVC) concept.

? Controller: A controller is the controlling instance in the MVC design pattern, where it also acts as the
controlling mechanism. It carries out the following tasks:It provides the data, it is responsible for
selecting the correct layout, it triggers data initialization, it executes input processing, it creates and calls
a view instance.
? Model: The model is used to obtain all necessary application data from the database. It represents the
internal data structures and corresponds to the application class used in the remaining BSP programming
model. The model is responsible for carrying out the central actions of reading, modifying, blocking and
saving data.
? View: Views are only responsible for the layout; they visualize the application data. Views are very
much like pages, although they do not have event handlers nor auto-page attributes, nor their own URL.
Unlike auto-page attributes, normal page attributes can be used, which are then filled by the controller.
Controllers should control calling views and communicate with a model.

© SAP AG CR410 8-9

 Model View Controller in BSPs

? Extend the BSP programming model with the MVC paradigm

? Enable programming model similar to Java world
? Simplify BSP pages in order to support further customizing options

BSP
Controller
METHOD
DO_REQUEST
...
Request CALL_VIEW

Application
Class
Attributes
Methods

BSP View

Response <form ...>

<input
...>
</form>

? SAP AG 200 4

? BSP using MVC (Model View Controler) concept:

? BSP Views:
?Views
?View sets
? BSP Controllers:
?View controllers
?Custom controllers
? Model:
?Contexts
?Context nodes
? Every view has a controller. Benefit is that a controller from one application can call another application
without modification.
? For every business object or model there is a custom controller. The custom controller keeps all data we
have for the business object or model to show data in different views.
? Custom controller lives whole time in the IC session. When you end contact you can clean up all custom
controllers (this is programmable).
? Context is where the data is stored in IC session working data container built like a hierarchy and node,
each node has some data parts.
? Context exists for the session.

© SAP AG CR410 8-10

 Controller View Structures

? Complex call sequence during one HTTP request

? Parts of a page aggregated during runtime

BSP BSP View

Controller
BSP View METHOD <form ...>
DO_REQUEST <input
... ...>
<form ...> CALL_VIEW </form>
<input
...>
</form>
BSP BSP View
BSP Controller
Request Controller METHOD <form ...>
METHOD DO_REQUEST <input
DO_REQUEST ... ...>
CALL_VIEW CALL_VIEW </form>
CALL_CONTR
Response

BSP BSP View

Controller
METHOD <form ...>
DO_REQUEST <input
... ...>
CALL_VIEW </form>

? SAP AG 200 4

? Within a view set we can call other views.

© SAP AG CR410 8-11

 Visible Elements: View Set, View Area and View

View set

View area View

View area View set

View

? SAP AG 200 4

? A view set can combine several view areas. A view area consists of a view set or a view.
? Several views can be assigned to a view area, but only one view can be shown at the time. The first view
of the list is the default view. This view can be substituted by alternative views at runtime.
? In this way, any complex combinations can be nested. The composition of view sets at runtime is taken
from the runtime repository. The resulting view appears in the Web browser.

© SAP AG CR410 8-12

 BSPs of the IC WebClient

BSP Application: CRM_IC

BSPView
BSP View
BSP views BSP controller

list of all views and view controllers

BSP Application: CRM_IC_RT_REP

BSP View
BSPset
View View Navigational
hierarchy links „click“

? composition of view sets

? list of navigational links

? SAP AG 200 4

? The IC WebClient is based on two BSPs called CRM_IC and CRM_IC_RT_REP.

? CRM_IC is the main BSP listing all views of the IC WebClient and the corresponding view controllers.
? CRM_IC_RT_REP stores the view set hierarchy and is controlling the composition of view sets at
runtime (“IC Runtime Repository”). It is also listing all navigational links that allow to navigate from
one view set to another.
? Both BSPs are objects that can be displayed and maintained in the Development Workbench
(Transaction SE80).

© SAP AG CR410 8-13

 BSPs of the IC WebClient: Execution

Agent Smith IC WebClient IC Runtime

Profile Framework Profile

BSP Application
CRM_IC_RT_REP

using IC
WebClient

HTML page
generated and
System executes sent to client
BSP application View set composition
via HTTP Navigation options
CRM_IC

Navigation Bar Profile

IC WebClient
? SAP AG 200 4

? To start IC WebClient, the central application CRM_IC has to be executed. The initial BSP is generated
as HTML, sent to the client via HTTP, and displayed in the browser.
? Additionally, the view set hierarchy and all navigational links are stored in runtime repository
CRMC_IC_RT_REP.
? The IC runtime repository is determined from the framework profile that is attached to the agent’s IC
WebClient profile.
? As described in the previous unit, navigation can be customized through the navigation bar profile in the
IMG.

© SAP AG CR410 8-14

 Customization of BSPs

Customization of the WebClient UI …

thanks to the model view controller concept
… is highly flexible underlying the BSPs

… requires high ABAP Objects, HTMLB,

programming skills XML, …

… is explained in detail in the http://service.sap.com/ crm-inst

(select CRM 4.0 and choose
Consultants Cookbook Installation & Upgrade Guides)

… will be introduced with an see following pages and

„easy“ example exercises

? SAP AG 200 4

? The customization of the BSP based IC WebClient application is highly flexible. The flexibility is
gained by the separation of the presentation layer from the underlying data model (Model View
Controller programming concept).
? On the other hand enhancements to the BSPs require high programming skills as the UI is based on
ABAP objects programming blended with Business HTML and XML code.
? Detailed explanations on WebClient Customization including the data binding with the underlying data
model are given in the Consultants Cookbook that can be downloaded from the SAP Service
Marketplace.
? More and more graphical tools like the XML wizards in the IMG customizing are introduced to make
the customization easier. Nevertheless some basic skills in BSP programming will be useful.
? So let’s go through a more or less „easy“ example of a view and field replacement in the WebClient
BSPs.

© SAP AG CR410 8-15

 Customization of BSP Views

Example of view customization:

Replace a
view
Identify Account – More fields

Insert a Date of
of Birth
Birth
Date
new field

Remove an
existing field

Second Forename

? SAP AG 200 4

? Our goal is to replace one of the business partner search views: the view that we access during account
identification when pressing „More Fields“.
? In this view we want to remove the field „Second Forename“ and replace it by the field „Date of Birth“.

© SAP AG CR410 8-16

 Creating a new BSP and Copying the View

Standard BSP Application 1 create

new BSP
CRM_IC
Controller New BSP Application
…..
BuPaMoreContactView .do Z_CRM_IC_##
BuPaMoreCustomerView.do 2
BuPaMoreContactView .do Controller
….. BuPaMoreCustomerView.do
copy
existing
Views Views
views
….. BuPaMoreCustomerView.htm
BuPaMoreContactView .htm
BuPaMoreCustomerView.htm
BuPaMoreContactView .htm
…..

...

? SAP AG 200 4

? This slide shows you how to set up a new BSP and a new view.
? It is important to create a new empty BSP (Z_CRM_IC_##) and not copy the entire standard BSP
CRM_IC.
? In a next step you can copy the standard view and the corresponding view controller into the new BSP.
? So the new BSP only consists of one view and one controller.
? Now we can do changes to the view of our own BSP (e.g. remove or replace fields).

© SAP AG CR410 8-17

 Field Replacement

1 Page Attributes
New BSP Application
Attribute Associated Type
Z_CRM_IC_##
2a Customer CL_CRM_IC_BUPAMORECUSTOME_CN00
Controller DefaultAddr CL_CRM_IC_BUPAMORECUSTOME_CN01
Email CL_CRM_IC_BUPAMORECUSTOME_CN08
BuPaMoreCustomerView.do Fax CL_CRM_IC_BUPAMORECUSTOME_CN07
Views Telephone CL_CRM_IC_BUPAMORECUSTOME_CN05

BuPaMoreCustomerView.htm

3 Class Interface:
CL_CRM_IC_BUPAMORECUSTOME_CN00
Layout
... Methods
< crmic:gridLayoutCell ...
columnIndex = "4“ rowIndex = "4" GET_TITLE
colSpan = "2" > GET_TITLE_ACA1
<crmic:inputField GET_NAME1
id = " Birthdate" GET_NAME2
showHelp = "TRUE" GET_ACCOUNTNO
width = "100%“ maxlength = "10" GET_BIRTHDATE 2b
type = "DATE" GET_BIRTHNAME
value = "//Customer /Birthdate" SET_TITLE
/></crmic:gridLayoutCell> SET_TITLE_ACA1
... SET_NAME1
...

? SAP AG 200 4

? Now that we have copied the standard view we want to change our own new view.
? In this case we want to remove the field „Second Forename“ and replace it by the field „Date of Birth“.
? Removing a field can be done directly in the view „Layout“. Search for the field and remove all tags
related to the field and its text label (the filed second forename is called “middlename” here).
? Before you can insert a new field to the view la yout you have to find out the field name. For this purpose
go to the “Page Attributes” of the view.
? The field belongs to the page attribute “Customer”. By double -clicking the “associated type” you access
the context node which is an interface to the data model. Here you can find the fields that belong to the
attribute “Customer”.
? Now you can go back to the layout of the view and insert the new field.

© SAP AG CR410 8-18

 View Replacement

Agent Smith IC WebClient Profile

IC Runtime Framework Profile:
XML code:
…
<BspApplication>CRM_IC_RT_REP </…
…
using IC <Replace> StandardView </Rep …
WebClient <Replacing>Z_CRM_IC_##/NewView </ …
…

System executes
BSP application IC WebClient
CRM_IC
New view set
composition
Additional BSP
Z_CRM_IC_##
with NewView and
controller with replaced view

? SAP AG 200 4

? Finally we have to integrate the new view into the IC WebClient application.
? For this purpose we do not want to change the original SAP BSP application CRM_IC. So we have
created our own BSP application called Z_CRM_IC_## with the new view.
? Now we have to use the two applications in parallel: the SAP standard BSP CRM_IC with all the
standard views and our new BSP Z_CRM_IC_## with only the one new view.
? The next step is to integrate the new view into the view set composition. The view set composition is
controlled by the Runtime Repository (BSP application CRM_IC_RT_REP). The Runtime Repository is
connected to the agents via the XML code of the IC Runtime Framework profile.
? In this XML code we can trigger a view replacement (replace the old view by the new view of our new
BSP).
? So there is no need to change the original Runtime Repository BSP and its view set composition.

? What happens now when the agent is working in the WebClient?

The agent is still using the SAP standard IC WebClient application CRM_IC. Only when the agent
navigates to the replaced view the Runtime Framework reads the link to the new vie w of the new BSP
application Z_CRM_IC_##.

© SAP AG CR410 8-19

 Software Architecture: Summary

You are now able to:

? Give an overview of the IC WebClient software architecture
? Make minor changes to the layout of views

? SAP AG 200 4

© SAP AG CR410 8-20

 Exercises

Chapter: Software Architecture

Topic: View and Field Replacements

This exercise explains how to apply changes to the views of BSP applications. You will learn how
to replace views, remove fields, and insert new fields to a view.

More detailed information on programming and enhancements of the IC WebClient BSP

applications can be found in the Consultants Cookbook : which you can find on the SAP Service
Marketplace:
http://service.sap.com/crm-inst (Installation & Upgrade Guides & CRM 4.0, Interaction Center).

The example for the following exercise will be a change of the account identification view set.
This view set is a good example because requirements for identifying and maintaining business
partners are so numerous that you will most likely implement changes in this area frequently.

The goal is to replace a field on the More Fields view. Remove the field Second forename and
insert the field Date of birth.

Before we implement the changes, take a look at the WebClient UI. In the IC WebClient
application you can access this view as follows:

Select Identify Account from the navigation bar.

Enter ##Turner into field Last Name.
Enter.
Select More Fields.

© SAP AG CR410 8-21

1 Preparation
Before you can start changing a view layout or altering the application, you must first do some
preparation work, which is detailed in this section.

The core Interaction Center (IC) WebClient application is contained in Business Server Page
(BSP) application CRM_IC (in package CRM_IC_APPL). Direct changes in views or controllers
of this BSP application would be modifications which can be avoided quite easily.

For this purpose, you need to create a new BSP application in the customer namespace and assign
it to a customer package (if you want to transport your developments).

1-1 Creating Package

First create your own package Z_CR410_## for your development project:

Start the Development Workbench (transaction SE80).

In the object navigator choose Package from the dropdown box.
Enter Z_CR410_## in the input field and choose Enter.

Specify further information about the new package in the dialog box:

Short Text: Package Group ##

Application Comp: CRM-IC
Software Comp: HOME
Transportation Layer: -
Package Type: Not a Main Package

1-2 Creating BSP Applications

Note: Do not copy any BSP but create an empty new BSP!
Create BSP application Z_CRM_IC_## within your package:

Right-click on the package Z_CR410_## name,

select: Create ? Web Objects ? BSP application.

© SAP AG CR410 8-22

© SAP AG CR410 8-23
1-3 Copy Standard Views and Controllers

The next step is to copy the BSP view and the corresponding controller. In the example,
you copy the view BuPaMoreCustomerView.htm and the controller
BuPaMoreCustomerView.do into your BSP application Z_CRM_IC_##.

The standard view and controller can be found in BSP application CRM_IC in folders
Views and Controllers, respectively.

To copy the view, highlight the view in the object navigator tree of BSP application
CRM_IC and then follow this procedure:
Right-click on the view name and select Copy.

A dialog box appears.

In the dialog box, do not change the view (=page) name and description, but
change the BSP application to Z_CRM_IC_##.

After copying the view, repeat the same procedure for the corresponding controller.

2 Code Changes in the view Layout

Now select your own BSP application Z_CRM_IC_##.

Very important: Do not change any code of the Standard BSP CRM_IC).

© SAP AG CR410 8-24

2-1 Inserting links for include files

When you try to activate your new BSP and the new view and controller you will
encounter a syntax error telling you that one or several include files are not available in the
BSP application Z_CRM_IC_##.

This is due to the fact that the relative location of the view has been changed by the
copying process. So the view is missing some include files that are part of BSP CRM_IC.
To correct this, insert a link in the BSP application CRM_IC, in the view layout insert the
following code:

Double-click the view BuPaMoreCustomerView.htm.

Select the tab page Layout.
Scroll down almost to the end of the code and
insert ../CRM_IC/ as shown in the code fragment below.

The code should now look like this and have no syntax errors:
_______________________________________________________________________
…
value = "<%= ls_commtype-comm_text %>" /></crmic:gridLayoutCell>

<crmic:gridLay […] colSpan="8"><%@ include file=".. /CRM_IC/BuPaMoreTel […]

Cell>

<crmic:gridLay […] colSpan="8"><%@ include file=".. /CRM_IC/BuPaMoreFax […]

Cell>

<crmic:gridLay […] colSpan="8"><%@ include file=".. /CRM_IC/BuPaMoreEma […]

Cell>
</crmic:gridLayout>

…
_______________________________________________________________________

This step is not always necessary. You may copy a different view and this step many not have to
be performed.

© SAP AG CR410 8-25

2-2 Remove a Field

If we look into the source code of the view layout and compare the grid positions with the
browser display, we find that the following code fragment is responsible for the input field
second forename (technical name: MiddleName) we want to replace:

Double-click the view BuPaMoreCustomerView.htm.

Select the tab page Layout.
_______________________________________________________________________
…
width = "100%"
value = "//Customer/LastName" /></crmic:gridLayoutCell>

<crmic:gridLayoutCell columnIndex="1" rowIndex="4" colSpan="3">

<htmlb:label design = "label"
for =
"//Customer/MiddleName"/></crmic:gridLayoutCell>
<crmic:gridLayoutCell columnIndex="4" rowIndex="4" colSpan="5">
<crmic:inputField id = "Name3"
maxlength = "40"
width = "100%"
value = "//Customer/MiddleName"
/></crmic:gridLayoutCell>

<crmic:gridLayoutCell columnIndex="1" rowIndex="5" colSpan="3">

<htmlb:label design = "label"
= "//Customer/AccountNo"

…
_______________________________________________________________________

Remove the highlighted code and leave a gap of empty lines in the code. This way it will
be easier later on to find this place to insert the new field.

Optional: Alternative to deleting the code:

You can also comment out the code instead of deleting it. In this case use the ABAP
comments
<%* …
…
%>
© SAP AG CR410 8-26
 around the code you want to comment out.

© SAP AG CR410 8-27

2-3 Insert a Field

You need to find out the technical name of the replacement field: Date of Birth among the
page attributes of the view:
Select yo ur view BuPaMoreCustomerView.htm.
Select the tab page Page Attributes.

In your case, the relevant attribute is:

Customer

Double-click on the associated type:

CL_CRM_IC_BUPAMORECUSTOME_CN00.

This way you access the class definition of the page attribute.

Scroll down on tab page methods.

Here you will find among many others the methods for the field Birthdate:
SET_BIRTHDATE / GET_BIRTHDATE

The notation in BSP code for an attribute and a field (=property) generally is

//Page Attribute/Property

In your case:

//Customer/Birthdate

© SAP AG CR410 8-28

 Now that you know the attribute and field name, you insert the highlighted code into the
view layout as follows:

Select your view BuPaMoreCustomerView.htm.

Select the tab page Layout.
______________________________________________________________________

value = "//Customer/LastName" /></crmic:gridLayoutCell>

<crmic:gridLayoutCell columnIndex ="1" rowIndex = "4" colSpan = "3"><htmlb:label

design = "label"
id = "Birthdate"
for = "//Customer/Birthdate" /></crmic:gridLayoutCell>
<crmic:gridLayoutCell columnIndex = "4"
rowIndex = "4"
colSpan = "2" >
<crmic:inputField
id = "Birthdate"
showHelp = "TRUE"
width = "100%"
maxlength = "10"
type = "DATE"
value = "//Customer/Birthdate"
/></crmic:gridLayoutCell>

<crmic:gridLayoutCell columnIndex="1" rowIndex="5" colSpan="3"><htmlb:label

design = "label"
for = "//Customer/AccountNo"

_______________________________________________________________________
Note: The input help of a calendar-type input field is provided by the following tags:

type = "DATE"
showHelp = "TRUE"

Save and activate the view.

Also activate your BSP and your controller!

© SAP AG CR410 8-29

© SAP AG CR410 8-30
3 Replacement of the View in IC WebClient Runtime Framework Profile

3-1 What have you reached so far:

We have not changed anything in the SAP standard BSP CRM_IC. It still contains all
views and view controllers unchanged.
On the other hand we have created our own BSP Z_CRM_IC_## which cons ists of only
one view and controller: our new view: BuPaMoreCustomerView.htm.

The next step is to integrate the new view into the view set composition. The view set
composition is controlled by the Runtime Repository (BSP application
CRM_IC_RT_REP). The Runtime Repository is connected to the agents via the XML
code of the IC Runtime Framework profile in the IMG customizing.

In this XML code you can trigger a view replacement (replace the old standard view by the
new view of our new BSP). There is no need to change the original Runtime Repository
BSP and its view set composition.

Choose Implementation Guide (IMG) activity: CRM ? Interaction Center WebClient ?

Customer-Specific System Modifications ? Define IC WebClient Runtime Framework
Profiles.

Select your profile Z_FRAME_## (that you have created in unit IC Profile) and change
the XML file as follows:

______________________________________________________________________________

<?xml version="1.0"?>
<RuntimeFrameworkSettings>
<RuntimeRepositorySource type="BSP">
<BspApplication>CRM_IC_RT_REP</BspApplication>
<PageName>CRM_IC.xml</PageName>
</RuntimeRepositorySource>
<WorkareaDefinition>
<ViewSet>workViewSet</ViewSet>
<ViewArea>workViewSetArea</ViewArea>
</WorkareaDefinition>
<ControllerReplacements>
<ControllerReplacement>
<ReplacedController>BuPaMoreCustomerView</ReplacedController>
<ReplacingController>Z_CRM_IC_##/BuPaMoreCustomerView</ReplacingController>

© SAP AG CR410 8-31

 </ControllerReplacement>
</ControllerReplacements>
<InteractionLayerApplication>ALL</InteractionLayerApplication>
</RuntimeFrameworkSettings>
______________________________________________________________________________

Save the IC WebClient Runtime Framework Profiles.

Note: Make sure that you ha ve really assigned this Runtime Framework to your IC
WebClient profile as described in the exercises of unit IC Profile.

If you now test the IC WebClient:

? The system will run the unchanged BSP CRM_IC.
? The system reads all but one view from the unchanged BSP CRM_IC.
? The system reads the view set composition from the unchanged BSP
CRM_IC_RT_REP.
? Only when you navigate during Account Identification to the More Fields view the
system will notice the view replacement in the Runtime Framework profile XML
file and read the new view from your own BSP application Z_CRM_IC_##.

© SAP AG CR410 8-32

 Appendix: Course Outline

Units
4. Customizing IC WebClient
1. Interaction Center WebClient Functions
Overview
5. Interaction Center Manager
2. Agent Functions Portal
3. Creating an Interaction Center 6. Interaction Center Workforce
WebClient Profile Management

7. Communication Architecture
8. Software Architecture
Appendix

? SAP AG 200 4

© SAP AG CR410 9-1

 Appendix: Solution Manager

Solution Manager

? SAP AG 200 4

© SAP AG CR410 9-2

 SAP Solution Manager

SAP Solution Manager –

a Customer Platform for Implementation and
Operation of mySAP Business Suite

SAP Solution Manager

Implementation Operations

Functional Implementation Services for Operations

Technical Implementation Providing tools, content, Solution Monitoring

Procedures, and services
Implementation of Support Desk
Operations to implement and operate
your mySAP Business Suite solution

? SAP AG 200 4

? SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It is
a platform that supports the business solution life cycle, from the Business Blueprint through to
configuration to production operation. SAP Solution Manager offers central access to preconfigured
content, tools, and methodology that you can use during the evaluation and implementation of your
systems.
? For implementation, these include:
?Contents for evaluating and implementing business solutions predefined by SAP.
?The ASAP methodology for the implementation of business solutions.
?Tried and tested implementation and test tools, for example the Implementation Guide (IMG) or the
Test Workbench.
?An authoring function that you can use to create your own project templates for your implementation
project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in
global rollouts.
? SAP Solution Manager Operations allows you to configure, administer, and monitor systems and
business processes for a solution. You can work with overall solutions as well as individual systems,
business processes, and software components. You can also set up and run your own solution support.

© SAP AG CR410 9-3

 SAP Solution Manager – Use in Implementation

SAP Solution Manager in Implementation

Project Project Business Realization Final Go Live

phase Preparation Blueprint preparation & Support

Project Define Business Customizing

End user
definition Blueprint synchronization
Training and
documentation
Project Define Configuration
activities system landscape
Data
transfer
Developments

Authorization

Testing Focus of tool support

Cross Project Administration

functions
Issue Tracking/Status Monitoring/Reporting

Roadmaps

? SAP AG 200 4

? SAP Solution Manager supports you in all phases of the evaluation and implementation. You can
perform the following activities in an evaluation and implementation project with SAP Solution
Manager:
?Project Preparation: The Roadmaps contain information and procedures for all phases of your
implementation project. Your work with SAP Solution Manager really begins after the evaluation
phase. The first step is to define your project in SAP Solution Manager.You enter administrative data
in the Project Administration transaction (for example, details of project dates and resources). You set
the project scope and you define the system landscape you require for the implementation of your
solution during the project preparation phase.
?Business Blueprint: You define a Business Blueprint by documenting the organizational units, master
data, business scenarios, and business processes you require for the implementation of your solution.
During the Business Blueprint definition, you read the documentation supplied by SAP and partners,
create your own project documentatio n, and assign individual process steps to transactions.
?Realization: You configure your business scenarios in the development system. You check the test
cases delivered with your solution and assign further test cases to individual processes and process
steps. You perform a consistency check for the Customizing of your business processes. In other
words, you check whether the Customizing is the same in the various application components. You
synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the
test cases selected during configuration. It is possible to carry out project analysis at any point during
your project to obtain information on project status and on progress made in testing or configuration.

© SAP AG CR410 9-4

 ?Final Preparation, Go Live & Support: Perform remote SAP services and track their status. Monitor
and manage your systems using real-time alerts displayed in a system graphic, weekly SAP
EarlyWatch Alert Reports, and Central System Administration tasks.

© SAP AG CR410 9-5

 Business Scenario – Process – Process Step –
Component View
Partner/ Vendor/
Customer Business Partner 1 BP 2

Component 1 Component 2 Component 3

Business Process
step
Process
step
Scenario
Process
step

Process
step

Visualized by
Process Process Process
Process step step step
Component
View
Process
step

Process
step

Process
Step Process
step

? SAP AG 200 4

? You can define projects with all required Business Scenarios of your application.
? Business scenarios contain several processes which are built of single process steps.

© SAP AG CR410 9-6

 How to Use SAP Solution Manager in a Project

Project Business Realization Final Go Live &

Preparation Blueprint Preparation Support

Project Definition and Description

? Project type
? Naming, roles, language
? Project standards (status, keywords, documentation types)
? Timeframe

Define System Landscape

? Development
? Quality ssurance
? Production

? SAP AG 200 4

© SAP AG CR410 9-7

 How to Use SAP Solution Manager in a Project

Project Business Realization Final Go Live &

Preparation Blueprint Preparation Support

Define Business Blueprint via Business Process Repository

? Customer Business Process requirements, analysis, documentation,
and management/s coping
? Visualization of Standard Business Process by scenario description,
product documentation, demos, and transactions
? Project -specific adaptation, for example, new processes,
documentation at each level (requirements, print outs, reports,
concepts, and so on)
? Generation of Blueprint

Project Issue Management, Status Management

SAP Feasibility Check

? SAP AG 200 4

© SAP AG CR410 9-8

 How to Use SAP Solution Manager in a Project

Project Business Realization Final Go Live &

Preparation Blueprint Preparation Support

Configuration
? Configuration guides for Standard Business Scenarios
? Configuration support per scoped structure element, for example, product
documentation, IMG, non-ABAP configuration, BC sets, and CATTs
? Project documentation, for example, customizing, modification,
enhancements
? Customizing Synchronization

Testing
? Define and maintain test cases, test catalog
? Organize and perform testing in Test Workbench

Project Issue Management, for example, for questions, errors,

and requests; messages to SAP
? SAP AG 200 4

© SAP AG CR410 9-9

 How to Use SAP Solution Manager in a Project

Project Business Realization Final Go Live &

Preparation Blueprint Preparation Support

End User Training and Documentation

? Part of implementation content
? Standard Business Process and Customer Business Process
documentation
? Product documentation

Project Issue Management, for example, for errors, and

requests; messages to SAP

SAP GoingLive Check

SAP EarlyWatch Check

Solution Manager for Operations

? SAP AG 200 4

© SAP AG CR410 9-10

 Implementation Content
<Solution>
Solution
Configuration Structures

<Product Version>

Basic Settings for <Solution>

General Settings
Structure items
Connecting Systems
for generic configuration
Data Replication
support
Engines

Portals

Basic Settings for <Key Capability>

Basic Settings for <Channel>

Basic Settings for <Technology>

Scenarios

<Scenario>

Master Data

Organizational Units
Scenarios
Business Processes

...

<Scenario>

...
? SAP AG 200 4

© SAP AG CR410 9-11

 Implementation Content – Assignments
<Solution>

Configuration Structures

<Product Version>

Basic Settings for <Solution>

General Settings
Trans-
URLs action
Connecting Systems
Docu-
Data Replication
Transactions mentation
Engines
With
Portals
Access
to
Basic Settings for <Key Capability> Link to IMG activities IMG
Basic Settings for <Channel> Docu-
Basic Settings for <Technology>
mentation
Other
Scenarios
Docu -
mentation
<Scenario>
(in the Help
Master Data Portal)
Organizational Units

Business Processes

...

<Scenario>

...
? SAP AG 200 4

© SAP AG CR410 9-12

 Book Content Is Now in Solution Manager

CRM Solution Manager Content 4.0

Component
Views

Configuration
Configuration
Guides

? SAP AG 200 4

© SAP AG CR410 9-13

 Example: Configuration Concept for mySAP CRM 4.0

Basic Settings for all Business Scenarios

Basic Settings for mySAP CRM

Basic Basic Basic Basic

Settings Settings Settings Settings Basic Settings for all Business Scenarios
for for for for assigned to a Functional Key Capability
Enterprise Enterprise Enterprise Enterprise
Sales Service Marketing Analytics

Basic Basic Basic Basic

Settings Settings Settings Settings Basic Settings for all Business Scenarios
for for for for assigned to a Channel Key Capability
Field Interaction Channel E-Comm.
Appl. Center Mgmt.
Handheld CRM
Mobile CRM

Web Client
Mobile R/3

Win Client

ISA CRM
ISA R/3

Business Scenarios and assigned settings

? SAP AG 200 4

© SAP AG CR410 9-14