This is a must-have resource for anyone interested in learning how to optimize and maximize the SAP CRM Interaction Center. You'll discover what the SAP CRM Interaction Center is, and learn how to maximize it through customization and enhancement. Each chapter describes specific functions, explains why they are useful, and then demonstrates how to use and customize them. Topics covered include Computer Telephony Integration and Multi-Channel Integration, the different types of Interaction Centers, IC Marketing, IC Service, Shared Services Center, Telesales, and much more. You'll also learn about customer success stories and SAP's current and future plans. This book is up to date for CRM 2007, but also provides useful information for all versions of the IC, including tips and suggestions on why it is beneficial to upgrade. Whether you're a newcomer to SAP CRM and need an introduction to the Interaction Center, or you're a current SAP CRM IC user who wants to know what's new and find out how to customize your options, this book will give you the answers you need.

Third Edition: Thoroughly Updated and Expanded, with Extensive New Coverage! In just 24 sessions of one hour or less, you’ll master the entire SAP project lifecycle, from planning through implementation and system administration through day-to-day operations. Using this book’s straightforward, step-by-step approach, you’ll gain a strong real-world foundation in both the technology and business essentials of today’s SAP products and applications—from the ground up. Step-by-step instructions walk you through the most common questions, issues, and tasks you’ll encounter with SAP. Case study-based exercises help you build and test your knowledge. By the Way notes present interesting pieces of information. Did You Know? tips offer advice or teach an easier way. Watch Out! cautions warn about potential problems. Learn how to... Understand SAP’s newest products for enterprises and small-to-midsize businesses, and choose the right solutions for your company Discover how SAP integrates with Web services and service-oriented architecture Develop an efficient roadmap for deploying SAP in your environment Plan your SAP implementation from business, functional, technical, and project management perspectives Leverage NetWeaver 7.0 features to streamline development and integration, and reduce cost Walk through a step-by-step SAP technical installation Master basic SAP system administration and operations Perform essential tasks such as logon, session management, and printing Build SAP queries and reports Prepare for SAP upgrades and enhancements Develop your own personal career as an SAP professional Register your book at informit.com/title/9780137142842 for convenient access to updates and corrections as they become available.

Learn SAP CRM Service Configuration Mastering SAP CRM Service Configuration: A Comprehensive Guide to Optimizing Your Customer Service Processes The book covers the following: 1 Introduction to SAP CRM Service Configuration 1.1 Overview of SAP CRM and its role in customer relationship management 1.2 Benefits of using SAP CRM Service 1.3 Key components of SAP CRM Service 2 Understanding the SAP CRM Service Organizational Structure 2.1 Organizational units in SAP CRM Service 2.2 Business partners and their roles in SAP CRM Service 2.3 Relationships between organizational units and business partners 3 Service Products and Categories 3.1 Configuring service products 3.2 Service product hierarchies 3.3 Service categories and their role in CRM Service 4 Service Contracts and Agreements 4.1 Types of service contracts 4.2 Creating and managing service contracts 4.3 Service level agreements and their importance in CRM Service 5 Service Order Management 5.1 Overview of service order processing 5.2 Configuring service order types 5.3 Creating and managing service orders 6 Service Quotations and Confirmations 6.1 Creating and managing service quotations 6.2 Configuring service confirmation types 6.3 Service confirmations and their role in CRM Service 7 Resource Planning and Scheduling 7.1 Resource planning concepts in SAP CRM Service 7.2 Configuring resource planning and scheduling settings 7.3 Allocating and managing resources for service orders 8 Service Billing and Invoicing 8.1 Overview of service billing and invoicing in SAP CRM Service 8.2 Configuring billing and invoicing settings 8.3 Creating and managing service invoices 9 Service Analytics and Reporting 9.1 Importance of analytics and reporting in CRM Service 9.2 Configuring CRM Service analytics and reports 9.3 Analyzing service performance using SAP CRM Service reports 10 Integrating SAP CRM Service with Other SAP Modules 10.1 Integration with SAP ERP 10.2 Integration with SAP SCM 10.3 Integration with SAP HCM 11 Advanced Topics in SAP CRM Service Configuration 11.1 Service case management 11.2 Customer interaction center (CIC) configuration 11.3 Service ticket management 12 Best Practices and Tips for SAP CRM Service Configuration 12.1 Optimizing service processes 12.2 Streamlining service operations 12.3 Maintaining efficient CRM Service system performance