r
99
Message Service N e w Search N e w Application
Dive Deeper" - Exercises
Agenda Part 2 (1-2 days)
transmitted
form or for
purpose without the express permission
SAP The information contained herein
O SAP AG 2005, IC Webclient Workshop Enhancing IC WC IFredenc Heinemann / 5
T I E BEf'H-WU8B BItFShfPJBSSE6 8218U %&B*
E '
The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.
SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of ~ntentor gross negl~gence.
SAP assumes no responsibilit for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items, contained within this material.?his document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantablllty, fitness for a particular purpose, or non-infringement.
This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strate ies, developments, and functionalities of the SAP@ product and is not intended to be binding upon SAP to any particular course of business, product strategy, andlor development. fiease note that this document is subject to change and may be changed by SAP at any time without notice.
The informatjon in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permlsslon of SAP AG.
SAP, Rl3, mySAP, mySAP.com, xApps, xApp, SAP Netweaver, and other SAP products and services mentioned here~nas well as their respective logos are trademarks or reg~stered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.
MaxDB is a trademark of MySQL AB, Sweden.
JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.
Java is a registered trademark of Sun Microsystems, Inc.
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W 3 P , World Wide Web consortium, Massachusetts Institute of Technology.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.
UNIX, XIOpen, OSFII, and Motif are registered trademarks of the Open Group.
Oracle is a registered trademark of Oracle Corporation.
IBM, DB2, DB2 Universal Database, 0 9 2 , Parallel Sysplex, MVSIESA, AIX, Sl390, ASl400, OSl390, OSl400, iSeries, pSeries, xSeries, Series, z/OS, AFP, Intelligent Miner, Websphere, Netfinity, Tivoli, and lnformix are trademarks or registered trademarks of IBM Corporation.
Microsoft, Windows, Outlook, and Powerpoint are registered trademarks of Microsoft Corporation
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors
No part of this publication may be reproduced changed without prior notice.
Copyright 2006 SAP AG. All Rights Reserved
O SAP AG 2005, IC Webclient Wolkshop Enhancing IC WC IFrederic Heinemann 16
Die gesetzliche Haftung bei Personenschaden oder Produktnaftung bleibt unberuhrt. Die Informationen, auf die Sie moglicherweise uber die in diesem Material enthaltenen Hotlinks zuareifen. unterl'eaen nicht dem Einfluss von SAP, und SAP unterstutzt nicht die Nutzuna von Internetsellen Driller d,rch Sie und aibt keinerlei Gewahrleistunaen oder Zusaaen uber lntemetseiten ~ r i t i kab. r
SAP haftet nicht fur entstandene Schaden. Dies gilt u. a. und uneingeschrankt fiir konkrete, besondere und mittelbare Schaden oder Folgeschaden, die aus der Nutzung dieser Materialien entstehen konnen. Diese Einschrankung gilt nicht bei Vorsatz oder grober Fahrlassigkeit.
SAP ubernimmt keine Haftung fijr Fehler oder Auslassungen in dieser Publikation. Des Weiteren ubernimmt SAP keine Garantie fur die Exaktheit oder Vollstandigkeit der Informationen, Texte, Grafiken, Links und sonstigen in dieser Publikation enthaltenen Elementen. Diese Publikation wird ohne je liche Gewahr, weder ausdrucklich noch stillschweigend, bereitgestellt. Dies gilt u. a,, aber nicht ausschlie0lich, hinsichtlich der Gewahrleistung der Marktgingigkeit und c?er Eignung fur einen bestimmten Zweck sowie fur die Gewahrleistung der Nichtverletzung geltenden Rechts.
Bei dieser Publikation handelt es sich um eine vorlaufige Version, die nicht lhrem gulti en Lizenzvertrag oder anderen Vereinbarungen mit SAP unterliegt. Diese Publikation enthalt nur vorgesehene Strategien, Entwicklungen,und Funktlonen des SAP@Produkts. ~ ~ 8 e n t s t e h t . a dieser us Publikation kerne Verpflichtung zu einer bestlmmten Geschafts- oder Produktstrategie undloder bestimmten Entw~cklungen.Diese Publikatlon kann von SAP jederzelt ohne vorherige Ankundlgung geandert werden.
Die in dieser Publikation enthaltene Information ist Eigentum der SAP. Weiter abe und Vewielfaltigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, nur mit ausdrijcklicher schriftlicher Genehmigung Jurch SAP AG gestattet.
SAP, Rl3, mySAP, mySAP.com, xApps, xApp, SAP Netweaver, und weitere im Text erwahnte SAP-Produkte und -Dienstleistun en sow!e die entsprechenden Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und anderen Landern weltwelt. Alle anderen Namen von Produkten und Bienst~elstungenslnd Marken der leweiligen Firmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte konnen landerspezifische Unterschiede aufweisen.
MaxDB ist eine Marke von MySQL AB, Schweden.
JAVASCRIPT@ist eine eingetragene Marke der Sun Microsystems, Inc., verwendet unter der Lizenz der von Netscape entwickelten und implementierten Technologie.
JAVA" ist eine eingetragene Marke der Sun Microsystems, Inc
HTML, DHTML, XML, XHTML sind Marken oder eingetragene Marken des W3@, World Wide Web Consortium, Massachusetts Institute of Technology.
Citrid, das Citrix-Logo, ICAB, Program NeighborhoocP, MetaFrame, WinFram@. VideoFrame", MultiWin" und andere hier erwahnte Namen von Citrix-Produkten sind Marken von Citrix Systems, Inc.
UNIX", XIOpenm, OSF/I@und MotiC sind eingetragene Marken der Open Group.
ORACLE" ist eine eingetragene Marke der ORACLE Corporation.
IBM@,DBZ", DB2 Universal Database, O S I P , Parallel Sysple?, MVSIESA, AIXm, S/39P, AS/40P, OS/39P, OS/40P, iSeries, pSeries, xSeries, Series, z/OS, AFP, Intelligent Miner, WebSpherem, Netfinitp, Tivoli", lnformix und Informid Dynamlc SewerTM sind Marken der IBM Corporation.
MicrosofP, WINDOWS", NTm, EXCEL@,WorcP, PowerPoinP und SQL Sewer@sind eingetragene Marken der Microsoft Corporation
Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte konnen Softwarekomponenten auch anderer Softwarehersteller enthalten.
Weitergabe und Vewielfaltigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdruckliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen konnen ohne vorherige Ankundigung geandert werden.
Copyright 2006 SAP AG. Alle Rechte vorbehalten
SAP AG 2005, mySAP CRM lnleracl~onCenter WebCllenl5 0, Freclerlc Helneniann 1 4
Supporting Processes
Customer Service
Telemarketing
TkiE :'EST-BMM
Interaction Center
OU811ESBh8 BUM
SIP
E V
GI SAP AG 2005, I ~ ~ S ACRM P lnleractlo~lCenter WebCllent 5.0, Fredenc Helnernann 16
H
Fact Sheet H Product Information Scratchpad H Scripting
H
H
H
H
H
Account ldentification Registered Product ldentification Alert Modeler Broadcast messages Call List processing Document Management Enterprise Intelligence & Knowledge - Search
A g e n t Productivity Toskls
V)
V)
CI
C
3 0
CI
m
-
3 'El
Ea,
s 0 s
h
V)
0
0 0
m
V)I .
3
3
0
C
a , L
a,
'El
* 0 0 s s e C
0
. I
CI
m0
. I
CI
C
a,
'El
C
ai' a,
0
z
rn
h
V)
0
CI
3 0 0 m
0 V) 0 C
m mL
* 9
x
0
z
CI
6 V)
a, L 'C]
a, 'El
V)
C,
a, cn" 'El
E
m
CI
V)
. I
CI
9
3 V)
a, a, L
9
C
CI
C
Ea,
a, m m
s 0 s
e a,
9
e e
C
E CI
C
3 0
. I . I
CI 9
3
*
CI
V)
0
a , L
CI 9
3
€ €
tiV)
0
3
C
0
h
ii
'El L
0 0 CI
. I
. I
ii
a,
9
. I
Ea, -m
0 0
C
9 3
a, 'El
C
0
3 a, >
'El
CI
m
0
9 . I
. I
. I
CI
m
0
-
C
Z
E
C
CI
a,
'El
3
9
s
CI
0
9
C 3 C C
0
0
CI
. I
3 'El s CI v C s a, m V)
X m m *
a, L
CI
5V)
3
*
s
w
V)
C
d
3
a
E
3 0
m
L
C
E9 m E
9
E
ii a
0
6 'El CI 'El a, m P
. I
0 a, 0 0 a, 'El >
a
C,
V) V)
3
C V)
m
h
a,
E8
CI
m
L
'El
ii
E E 0 V)
C
Q)
h
CI
V)
CI
'El
ii aii
=
0
. I
CI
C
V)
a,
9
mV) 0 0 m 6 V) 'El m 0 3 0
. I
CI
E
a, 5 * * C
. I . I
CI
. I
C,
0
L
C 0 a, 0
m
'El a , L
C
*
0
0 C 0
ti *
CI
0
a, CI
. I
. I
CI
0
m s m e m ii C V)
'El
CI
3 I=
rn rn
. I
- + . @ um
, , .........
......
: IE
- . . . . ..
-
.
__..l.__-_.
.
. . . . . ..
". .
.......
i I
. ............... -
- - .-
. . . . -
.
---
-
Cl SAP AG 2005, rnySAP CRM lnleracllon Center WebCl1enl5.0, Frederlc He~nemann/ 10
--
- -. I
i fr_?3!tz_wa~e_R~&~a KE---
1
_!
_l-.__-_I__
. . .
(022i%&F--1m5~7 Save as ~efauttl
.-
lephone
Contact Person
&many
,--__ @Ex 0
DW?!dorf.
Country
City
ID
Optional Component I D
Product Name
...................
1 2 E ?_-_______-_--_.-... ._______---_ 1 l e a s e Comp.
_._
HlFlgFOTOXOCH
1. ---.
..
Mall Address
ontact Info F o r
epartment/Function
........ ............. Related D o c u m e n t s T i m e t o wrau UD
~ ~ m o ~ & - o @ m a
ontact P e r s o n
Fritz Walter HlFl 81FOTO KOCH
lnteredion Center
J +
Optlonal Component ID
P h o n e Inbound Connected
6:40
In
Readv
+I 5550002
IBase Comp ID
6.40
Screenshot - Account and product identification
Q)
9
. I
V)
> cn
. I
h
-5ca Q) L
ca
h C w Q)
0 Q)
ti;
V)
ca
a,
2 w
C Q)
.cI
V) . I
2 Q) e
-
a, C C
. I
'EJ Q)
-mha V)
=a,
. I
ti;
2a, 3
Q SAP AG 2005, rnySAP CRM lnteract~onCenter WebClient 5.0. Frederic He~nernannI 1 3
+
WebClient screen - always visible but not intrusive Agent can display current messages as well as a log of all received messages
+ Scrolling messages are displayed at the bottom of the lnteraction Center
Agent view
+
+
Center Manager Portal Supervisor manages and sends messages to individual agents or agent groups via distribution lists Messages are time-dependent
+ The Supervisor Broadcast Messaging iView is part of the lnteraction
Supervisor view
Text-based messaging between supgwis~rs and agents
Broadcast Messages
Lists
GI SAP AG 2005, mySAP CRM Interaction Center WebClient 5.0, Fredelic Heinemann 1 14
If a script is assigned to a call list or to a campaign, it will be displayed for easy processing by the agent
interactive Scripting
4 Completion Status / Campaign Progress
4 Planned start and finish dates
4 Person responsible
4 Type, Channel, Objective, Tactics, etc.
Agents can display details of a campaign to prepare for placing calls
Campaigns
Managers assign call lists to agents or agent groups Agents execute calls within the lnteraction Center WebClient Call lists display calls within the call list and overall progress
Call
Call List Processing
1
Q SAP AG 2005, rnySAP CRM Interaction Center Webclient 5.0, Frederic Heinernann / 15
1
I TELESALES OUTBOUND
1 Summer Promotion
: Mode.
- Call Lists
SAPPHIRE ICWC 12.06.2003
Display calls Nexl call
1 1
I
Screenshot
:
l _
1
9 Global Computers
8 Media Store
Reschedule
_
3 Tech Store
1 5 ALPHA Center
1 ADCOMCOMPUTER
No. : Company
1
_-
_
.
ci
SAP AG 2005, niySAP CRM Interaction Center Webclient 5.0, Frederic Heinemann 1 1 G
Import and link documents and URLs Send documents via email
+ Related to Business Partner + Related to business transaction (activity, sales order, service order) + By description, language, date
Search for documents
Documents stored on the content server (SAP ArchiveLink)
Track, link and view related dgscumsmts
Document Management
- Q $ j
a
--.---. -
...
0.00
~...
..
.
M~crosoftWord Mlcrosoft Word
Il doc DE
DE
DE
DE
DE
EN
M~crosoitWord
Ldoc
~
~
I Linked To
Language
08fl912002 15.37.49
08fl9R002 15 36 26
O B 9~~ 0 0 15 2 02 18
08n 912002 15.04.49
08fl9R002 15:03:39
08fl9R002 15:00:39
08n 212002 13:35:09
06102I2003 16 01 39
-
a
~
-
~
~
~
Im Jm 1)
..,
and
and
INTOPPA
OBM 9R002 15:38 00
08M 9R002 15 36 29
O B9 ~~ 0 0 2 15 0229
INTOPPA INTOPPA
OBn9R002 15'04 58
O B 90002 ~ 15:03:55
08119R002 15:00:50
08M 212002 13:35:09
0610212003 16 01:40
: Changedon
.
...--
~ c c o u 3272 q
i:z:Il
'
-~ -
INTOPPA
INTOPPA
INTOPPA
INTOPPA
DO40036
---
l:~.~.:
,-
: Created&
Changed Between
i
...,
Created Between
---.
--.-
!
.
: Created On
-
--
.-
.
. . p _ . . . _
.. . .~
--- -.- .
Language
~~~
DE
Microsoft Word
Microsoft Word
-. -
~
- - -
. .-.. - ..
Mlcrosoit Word
~
.
--.
-.
1 Lisa Hill doc 1 Mark Robetts.doc 1 corresr~ondence adcorn 1~orresaondenceadcorn
1
.
~
-- -- -- .
I-.-.-~..-..-......-_p
-.
Mlcrosoit Word
Richards.doc
--
_I Jon Miller.doc
1Antonv
Contains Text
Document Name
, ... -Andrew Sands ADCOM COMPUTER
fJItQm@\&-3&m.B
iC) SAP AG 2005, mySAP CRM Interaction Center Webclient 5.0, Frederic Heinemann i 17
..
Center -Interaction ----.- - -.-..
] + - +.
Screenshot - Document Management
INTOPPA
INTOPPA
INTOPPA
INTOPPA
INTOPPA
INTOPPA
INTOPPA
DO40036
: Changed By
:
m m
Ready
m
= 0
s
. I
'El
0
CI
'El Q)
= x 0
Q)
m
'El
'El
Q)
B
9
Ba Q)
Y
0
m a
'El Q) Q)
rC
0
=
. I
a
9
0
1-
'El
l?^ m
s = m @cnE @ E 'El3
-
a Q ) * " E 3 L
0
c
n
Q e E e
m
g0
Q)s
E.0 3Q 03 0 0 3 z nu,
"
CI
'El
s
m
Cr SAP AG 2005. mySAP CRM lnleracllon Center Webclient 5.0, Frederic Heinemann 1 2 0
Views can be personalized by user, user group or role
(which is uploaded to BW)
+ Standard BW queries (such as sales pipeline, sales turnover) + Customized queries - can include data from legacy systems
Display analytics (Business Information Warehouse)
+ For example, marketing campaigns, marketing attributes
Display CRM information
(such as last SD documents)
+ Credit limit information + Backorders + Any additional info blocks from W3 Sales Summary
Integration with logistics and financial information (R13)
Fact Sheet
f i
SAP AG 2005, mySAP CRM Interaction Center WebCl~ent5.0, Frederic Heinemann 1 2 2
interaction, no matter which screen helshe is working on Button to launch the scratchpad is persistent (always visible at the top of the screen) Import scratchpad text into relevant documents and screens (interaction record, sales order, service order, knowledge search) with just the click of a button (manual copy & paste is not necessary)
1 Agent can enter text into the scratchpad at any point during an
AAlsw the agent ts record notes at any point
Scratchpad - Features
O
.-
.
.-i.iP
.
SAP AG 2005, mySAP CRM Interaction Center Webclient 5.0, Frederic Heinemann / 23
..' '.! A . , ,
i;i.-.2&'.lL%%?;.2
-. . : .'. i... .
s.
TJME BEST-RUM BMSlMESSES RtUkl!i Sf&@
>-'.
Business Server Pages (BSPs)
L:...; - . ' l . > . 4 L ~ L ~ 8 2 J . 1 0 h - i Y Y .
.>. ,- . .:. & 6 M a O : L i i L L
e.g. mySAP CWM)
Fd.I:
Presentation Layer
; ( i
!
G) SAP AG 2005. SAP CUM lnteractlon Center WebCl~ent5.0, Fredenc Helnemann / 28
IC WebClient specific Layers
\
Layers of the l C WebClient Application
2
.%*~
-
.'.. ?
(0 SAP AG 2005, mySAP CRM Interaction Center Webclient
DE
d Oanmy
I %e I sear I h l i m I
5.0, Frederic Heinemann / 31
OBBLBWO~
RahnI~lslgCRrmemabmaI~cm
M e d Perfm
view set
B SAP AG 2005, rnySAP CRM Inleractlon Center WebCllent 5 0 . Fredenc He~nernannI 3 3
T[1BIE BEST-BUN BUSB%YESLES b%@RS&kP
315589
m lock
Open W e d D
h poeess D U r l b M lock
5019491
In paces5 DiinbUlanbck
Commns Mars tnpacess Dstnbrllm
Service Order
Sandra Turner
