SAP CRM 4.0 & mysap CRM Edition 2004: Learning Map for Interaction Center Consultants

Transcription

1 SAP CRM 4.0 & mysap CRM Edition 2004: Learning Map for Interaction Center Consultants RECENT UPDATES VIEWER SOFTWARE SEARCH Step 1: Learn What You Need Update your core competence - must know Extend your competence - nice to 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 Q & A Open All / All Back to Top Update Your Core Competence - Must Know Interaction Center Overview Open/ Duration: 1:30 hours At the end of this unit you will be able to explain the new functions and features in the Interaction Center. gfedc Interaction Center Overview Presentation (PPT) 90 mins (111 pages) After completing this presentation, you will be able to explain the new functions in the Interaction Center. (Reference material, intended for reuse) Interaction Center Management Open/ Duration: 2:56 hours At the end of this unit you will be able to use the main functions of the Interaction Center Management. gfedc Interaction Center Manager Role Presentation (PPT) 15 mins (19 pages) Oct. 6, 2003 After completing this presentation, you will be able to explain the role and the tasks of an Interaction Center Manager. gfedc Interaction Center Manager Documentation SAP Library (HTM) gfedc Workflow Modeler Overview Presentation (PPT) 15 mins (17 pages) April 27, 2004 After completing this presentation, you will be able to explain the functions and features in the Workflow Modeler. gfedc Workflow Modeler Documentation SAP Library (HTM)

2 gfedc Call List Management SAP Tutor (SIM) 25 mins (78 steps) After completing this SAP Tutor session, you will be able to: Oct. 28, 2003 Explain how an Interaction Center Manager creates call lists Create your own call list gfedc Interaction Center Workforce Management Overview Presentation (PPT) 40 mins (50 pages) April 22, 2004 After completing this presentation, you will be able to explain the new and enhanced features of the Interaction Center Workforce Management. gfedc Interaction Center Workforce Management SAP Tutor (SIM) 34 mins (103 steps) After completing this SAP Tutor session, you will be able to: Demonstrate the process of scheduling and forecasting in the Interaction Center Workforce Management Use the employee maintenance and administration maintenance gfedc Interaction Center Workforce Management Getting Started SAP Library (HTM) gfedc Interaction Center Workforce Management Documentation SAP Library (HTM) gfedc Interaction Center Analytics Presentation (PPT) 35 mins (41 pages) Oct. 6, 2003 After completing this presentation, you will be able to explain how the Interaction Center Manager can analyze the workload and the agents in his team. gfedc Interaction Center Analytics Documentation SAP Library (HTM) gfedc Selftest: Interaction Center Management Self-Test (HTM) 12 mins (8 questions) Use this self test to validate your knowledge of the Interaction Center Management.

3 Interaction Center Web Client Open/ Duration: 3:11 hours At the end of this unit you will be able to use the multiple functions in the new Interaction Center Web Client. gfedc Interaction Center Web Client Detailed View Presentation (PPT) 60 mins (77 pages) After completing this presentation, you will be able to describe the new user interface of the Interaction Center Web Client. gfedc mysap CRM Interaction Center (SIE for SAP CRM 4.0) Presentation (PPT) 30 mins (42 pages) Aug. 11, 2004 After completing this presentation, you will be able to explain the enhancements of the Interaction Center Web Client in the Service Industry Extension (SIE) for CRM 4.0. gfedc Interactive Scripting SAP Tutor (SIM) 43 mins (130 steps) After completing this SAP Tutor session, you will be able to: Create a scripting structure in the Interactive Scripting Editor Execute the Scripting in the Interaction Center gfedc Multi-Channel Communication Presentation (PPT) 25 mins (35 pages) 3 After completing this presentation, you will be able to explain the use of the different channels in the Interaction Center and the technical background, e.g. ICI, CTI, Agents Universal Inbox. gfedc Getting Started with the Interaction Center Web Client SAP Library (HTM) gfedc Consultants Cookbook: Interaction Center Web Client Reference Material (PDF) After completing this document, you will be able to: 206 pages Configure the Interaction Center March 11, 2004 Make enhancements (additional fields etc.) on the interface of an Interaction Center gfedc Response Management System (SIE for SAP CRM 4.0) SAP Tutor (SIM) 21 mins (63 steps) This SAP Tutor session describes the enhancements of the Service Industry Extension (SIE). After Aug. 10, 2004 completing the session, you will be able to: Execute the rule based handling of incoming s Explain the agent editor enhancements Create and administer rules in the browser-based rule modeler Use standard responses in the role of an Interaction Center agent gfedc Selftest: Interaction Center WebClient Self-Test (HTM) 12 mins (8 questions) Use this self test to validate your knowledge of Interaction Center WebClient.

4 Interaction Center Web Client: Telesales Open/ Duration: 1:48 hours At the end of this unit you will be able to demonstrate the Telesales functionality in the new IC Web Client. gfedc Telesales Overview Presentation (PPT) 40 mins (57 pages) After completing this presentation, you will be able to explain the main functions and features of Telesales with the IC Web Client. gfedc Inbound Telesales SAP Tutor (SIM) 8 mins (26 steps) After completing this SAP Tutor session, you will be able to execute Inbound Telesales processes such as product information, pricing, ATP check, cross-selling and up-selling. gfedc Inbound Telesales Documentation SAP Library (HTM) gfedc Outbound Telesales SAP Tutor (SIM) 25 mins (76 steps) Oct. 28, 2003 After completing this SAP Tutor session, you will be able to execute the Outbound Telesales processes such as Call List Execution, Automatic Mode, Rescheduling. gfedc Outbound Telesales Documentation SAP Library (HTM) gfedc Opportunity Management Documentation SAP Library (HTM) gfedc A Detailed View of Incentive and Commission Management Presentation (PPT) 35 mins (42 pages) Once you have completed this presentation, you will be able to explain the process steps of the Incentive Sept. 24, 2003 & Commission Management in mysap CRM Sales: Incentive plan management Rule modeling and calculation Processing administration Settlement administration

5 gfedc Application Help Incentive and Commission Management SAP Library (HTM) Interaction Center Web Client: Customer Service Open/ Duration: 3:16 hours At the end of this unit you will be able to explain the main functions and features of the business processes for Customer Service in the IC Web Client. gfedc Information Help Desk SAP Tutor (SIM) 22 mins (68 steps) After completing this SAP Tutor session, you will be able to execute the solution search in the Information Help Desk scenario. gfedc IT Help Desk (SIE for SAP CRM 4.0) SAP Tutor (SIM) 13 mins (40 steps) This SAP Tutor session describes the enhancements of the Service Industry Extension (SIE). After Aug. 10, 2004 completing the session, you will be able to: Explain the service ticket enhancements Use service tickets in a help desk environment Dispatch a service ticket to the next responsible group or person gfedc Customer Service Presentation Presentation (PPT) 40 mins (58 pages) After completing this presentation, you will be able to explain the main functions in the Customer Service scenario in the Interaction Center Web Client. gfedc Customer Service and Support SAP Tutor (SIM) 12 mins (38 steps) After completing this SAP Tutor session, you will be able to create a service order based on an incoming call within the IC Web Client. gfedc Customer Service and Support with Interaction Center SAP Library (HTM) gfedc Case Management SAP Tutor (SIM) 26 mins (79 steps) Oct. 28, 2003 After completing this SAP Tutor session, you will be able to describe the business processes for Case Management in the Interaction Center Web Client. gfedc IC Web Client Case Management - Customizing Part 1 SAP Tutor (SIM) 28 mins (85 steps) Nov. 11, 2004 After completing this SAP Tutor session, you will be able to add and define filters in the IC WebClient Case Management Customizing.

6 gfedc IC Web Client Case Management - Customizing Part 2 SAP Tutor (SIM) 25 mins (78 steps) Nov. 11, 2004 After completing this SAP Tutor session, you will be able to exchange a view in Case Management Customizing of the IC WebClient. gfedc Complaint Management with Interaction Center SAP Library (HTM) gfedc IIA Migration to SAF Presentation (PPT) 30 mins (40 pages) Oct. 6, 2003 The Interactive Intelligent Agent (IIA) has been replaced with the Software Agent Framework (SAF) which utilizes the TREX search engine. This migration impacts several areas, including the search in the IC WinClient, the standalone search and customizing. These changes are outlined in the attached presentation. Interaction Center Web Client: Telemarketing Open/ Duration: 0:44 hours At the end of this unit you will be able to explain the main functions of Lead Management in the IC Web Client. gfedc Lead Management Overview Presentation (PPT) 20 mins (29 pages) After completing this presentation, you will be able to explain the lead management concepts and functions. gfedc Lead Management in the Interaction Center SAP Tutor (SIM) 24 mins (74 steps) After completing this SAP Tutor session, you will be able to use the main business processes for Telemarketing in the IC Web Client such as: Enhanced Interactive Scripting, Campaign Execution, Lead creation and qualification, personalization. gfedc Lead Qualification with Interaction Center SAP Library (HTM) 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 Equip yourself for onsite work in Step 2: Prepare For Your Project

7 Do you think you are now ready for your next project? nmlkj Yes nmlkj No, because If you wish, you can extend your competence in the nice-to-know section below. Back to Top SAP Standard Training Open/ Extend Your Competence - Nice to Know Extend your knowledge by taking SAP standard training courses. SAP Standard Classroom Training: Online Training Catalog Website (HTM) Search and register for SAP standard training courses offered by SAP Education worldwide. Obtain an overview of the SAP CRM 4.0 standard training classroom course curriculum: mysap CRM Curriculum Save & Please remember to save & close whenever you leave this learning map. Back to Top See the statistics for this learning map