RECENT UPDATES VIEWER SOFTWARE SEARCH. RELATED WORKSHOPS LIVE EXPERT SESSIONS SELF-TEST (in prep.) Q & A. Update Your Core Competence - Must Know

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1 SAP CRM 2006s: Learning Map for Interaction Center Consultants RECENT UPDATES VIEWER SOFTWARE SEARCH Step 1: Learn What You Need Update your core competence - must know Step 2: Prepare for Your Project Learn which implementation tools, guides, and support are available Learn how to access the tools and content and how to get support RELATED WORKSHOPS LIVE EXPERT SESSIONS SELF-TEST (in prep.) Q & A Open All / All Back to Top Interaction Center Solution Overview Open/ Update Your Core Competence - Must Know At the end of this unit you will be able to explain the Interaction Center solution. Duration: 5:25 hours gfedc Interaction Center Overview Presentation (PDF) 50 mins (45 pages) Once you have completed this presentation, you will be able to explain the functions and features of the SAP CRM Interaction Center. gfedc Interaction Center Agent Presentation (PDF) 50 mins (46 pages) Once you have completed this presentation, you will be able to explain the role of the Interaction Center agent. gfedc Interaction Center Management Presentation (PDF) 45 mins (41 pages) Once you have completed this presentation, you will able to explain Interaction Center Management. gfedc Multi-Channel Interaction Center Presentation (PDF) 50 mins (48 pages) Once you have completed this presentation you will be able to give an overview of multi-channel Interaction Center. gfedc Rule-Based Guidance and Automation Presentation (PDF) 35 mins (35 pages) Once you have completed this presentation, you will be able to give an overview of the rule-based guidance and automation features in the Interaction Center. gfedc Sales and Marketing in the Interaction Center Presentation (PDF) 30 mins (22 pages) Once you have completed this presentation, you will have an overview of sales and marketing features in the Interaction Center. gfedc Service in the Interaction Center Presentation (PDF) 40 mins (42 pages)

2 Once you have completed this presentation, you will have an overview of service features in the Interaction Center. gfedc Shared Service in the Interaction Center Presentation (PDF) 25 mins (28 pages) Once you have completed this presentation, you will have an overview of shared service features in the Interaction Center. gfedc Application Help of Interaction Center SAP Library (HTM) Use this link to the SAP Library to obtain comprehensive SAP documentation on this topic. Business Partner Handling Open/ Duration: 0:37 hours At the end of this unit you will be able to explain the new functions of B2C Business Partner search in the IC gfedc Business Partner Handling Flashbook (HTM/SWF) 11 mins Demonstrate how to handle business partners in other relations than contact person Use the blended search for business partners in the account and identify type person "Contact Persons of Organizations" (B2B) and "Consumers" (B2C) in the IC WebClient Demonstrate how to define your own index table and use it without modification for simple searches gfedc Mixed B2B and B2C Account Identification SAP Tutor (SIM) 7 mins (23 steps) After completing this SAP Tutor session, you will be able to use mixed B2B and B2C account identification in the Interaction Center gfedc Business Partner Address Validation SAP Tutor (SIM) 6 mins (19 steps) After completing this SAP Tutor session, you will be able to explain the address validation in the Interaction Center gfedc Duplicate Check in the IC WebClient SAP Tutor (SIM) 13 mins (41 steps) After completing this SAP Tutor session, you will be able to configure the duplicate check feature in the Interaction Center Product Related Enhancements Open/ Duration: 0:23 hours At the end of this unit you will be able to explain the product related enhancements of IC gfedc Product Related Enhancements Flashbook (HTM/SWF) 4 mins Describe the new functions of product registration in the IC WebClient Demonstrate the enhancements of product search and result in the IC WebClient

3 Define the catalog based search with IC gfedc Product Registration SAP Tutor (SIM) 9 mins (28 steps) After completing this SAP Tutor session, you will be able to demonstrate the product registration in the Interaction Center gfedc Product Search SAP Tutor (SIM) 10 mins (30 steps) After completing this SAP Tutor session, you will be able to set up the product search in the Interaction Center Real-Time Offer Management Open/ Duration: 0:07 hours At the end of this unit you will be able to explain real-time offer management in the Interaction Center. gfedc Real-Time Offer Management (Coming Soon) ebook (HTM/SWF) Once you have completed this ebook, you will have an overview of real-time offer management in the Interaction Center. gfedc Real-Time Offer Management - Demo Part I ebook (HTM/SWF) 4 mins After completing this ebook, you will be able to use Real-Time Offer Management to create sales orders based on the offers that are shown real-time for a specific customer in an incoming call. Download the ebook to your computer. gfedc Real-Time Offer Management - Demo Part II ebook (HTM/SWF) 3 mins After completing this ebook, you will be able to explain the configuration of offer recommendations in the Business Logic Studio as the administration environment of the Real-Time Decisioning Engine. Download the ebook to your computer. Intent Driven Interaction Open/ Duration: 0:40 hours At the end of this unit, you will be able to explain the new functions of the Interaction Model and Transaction Handling with the IC Web Client. gfedc Intent-Driven Interaction Flashbook (HTM/SWF) 11 mins Explain the intent-driven interaction guidance in the IC WebClient Describe how interaction modelling and evaluation helps to optimize intent-driven interactions gfedc Intent-Driven Interaction Guidance SAP Tutor (SIM) 29 mins (89 steps) After completing this SAP Tutor session, you will be able to Configure intent-driven interaction customization settings Create alerts with the alert editor of type NOT STARTED YET Create rule policies using rule modeler rules of type DONE

4 Use the Interaction Center application assisted by rule-based alerts, scripts, and navigation Multi-Channel Communication Open/ Duration: 0:29 hours At the end of this unit you will be able to demonstrate the new functions and features of multi-channel communication with the IC gfedc Multi-Channel Communication Flashbook (HTM/SWF) 15 mins Describe the enhancements with the Interaction Center WebClient Explain the CTI enhancements of the Interaction Center WebClient, such as configuring call-attached data (CAD) and setting up Dual Tone Multi Frequency (DTMF) tones Define the ERMS enhancements of the Interaction Center gfedc Simple Computer Telephony Integration (CTI) SAP Tutor (SIM) 3 mins (10 steps) After completing this SAP Tutor session, you will be able to enable simple Computer Telephony Integration (CTI) and demonstrate the logon process. gfedc Multiple Communication Management Systems and the IC Manager Dashboard SAP Tutor (SIM) 11 mins (34 steps) After completing this SAP Tutor session, you will be able to: Set up the Interaction Center Manager Dashboard Use the Interaction Center Manager Dashboard to monitor operations Create a personalization profile configured with multiple communication management systems (CMS). IC WebClient Technology Enhancements Open/ Duration: 1:05 hours At the end of this unit you will be able to describe the technology enhancements of IC gfedc Consultant's Cookbook IC WebClient Document (PDF) 60 mins (37 pages) After completing this document, you will be able to: Configure the SAP CRM Interaction Center Make enhancements (add additional fields etc.) to the interface of the Interaction Center gfedc IC WebClient Technology Enhancements Flashbook (HTM/SWF) 5 mins After completing this Flashbook, you will be able to configure an Interaction Center WebClient component by the example of the employee request. Interaction Center Management Open/ Duration: 0:06 hours At the end of this unit you will be able to Describe IC Management in the new UI Execute analytics in the IC WebClient gfedc Interaction Center Management Flashbook (HTM/SWF) 6 mins After completing this Flashbook, you will be able to explain the use of the individual live interaction reporting by utilizing

5 the categories and schemas defined in the Category Modeler. Summary Open/ Summary After completing the section above, you should: Discuss open issues in the Live Expert Sessions Test your knowledge with a Self-Test (In Prep.) Equip yourself for onsite work in Step 2: Prepare For Your Project Do you think you are now ready for your next project? nmlkj Yes nmlkj No, because Save & Please remember to save & close whenever you leave this learning map. Back to Top See the statistics for this learning map