mysap CRM 2005: Learning Map for Interaction Center Consultants

Transcription

1 mysap CRM 2005: Learning Map for Interaction Center Consultants RECENT UPDATES VIEWER SOFTWARE CRM LEARNING MAP INDEX 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 SANDBOX SYSTEMS LIVE EXPERT SESSIONS Q & A Open All / All Back to Top Update Your Core Competence - Must Know Interaction Center Solution Overview Open/ 0:14 hours At the end of this unit, you will be able to explain the new functions and features in the Interaction Center. Overview of SAP Interaction Center CRM 5.0 After completing this, you will be able to explain the enhancements and new features in SAP CRM 5.0 Interaction Center. 14 mins (24 pages) Sep. 19, 2005 Application Help of Interaction Center SAP Library (HTM) Interaction Center - Cross-Scenario Implementation Open/ At the end of this unit, you will be able to explain and customize scenarios of the Interaction Center. 4:51 hours Tutorial for IC WebClient Workbench SAP Tutor (SIM) 16 mins (50 steps) After completing this SAP Tutor session, you will be able to demonstrate the features of the new Interaction Center WebClient Workbench. Configuration View of Business Transaction Search Presentation (PDF) 21 mins (9 pages) Sep. 9, 2005 After completing this presentation, you will be able to explain Business Transaction Search with mysap CRM Interaction Center. Tutorial for Interaction Center WebClient Activity Clipboard Customizing SAP Tutor (SIM) 45 mins (79 steps) After completing this SAP Tutor session, you will be able to explain the customizing of the Activity Clipboard. Tutorial for Transaction Launcher and Navigation Bar Customizing SAP Tutor (SIM) 29 mins (88 steps)

2 After completing this SAP Tutor session, you will be able to demonstrate the Transaction Launcher and customize the Navigation Bar. Sep. 26, 2005 Tutorial for Customizing Interactive Scripting SAP Tutor (SIM) 17 mins (53 steps) After completing this SAP Tutor session, you will be able to customize Interactive Scripting. Tutorial for Customizing Knowledge Search (SAF) SAP Tutor (SIM) 16 mins (50 steps) After completing this SAP Tutor session, you will be able to customize the Knowledge Search. Tutorial for Broadcast Messaging SAP Tutor (SIM) 15 mins (47 steps) After completing this SAP Tutor session, you will be able to customize Broadcast Messager. Tutorial for Alert Modeler Customizing SAP Tutor (SIM) 17 mins (53 steps) After completing this SAP Tutor session, you will be able to customize the Alert Modeler. Tutorial for Customizing CTI Communication Channels SAP Tutor (SIM) 16 mins (51 steps) After completing this SAP Tutor session, you will be able to customize CTI Communication Channels. Tutorial for the IC WebClient Agent Inbox SAP Tutor (SIM) 28 mins (86 steps) Feb. 27, 2007 After completing this SAP Tutor session, you will be able to describe the main functionality of the agent inbox in the IC WebClient. Tutorial for Agent Inbox Customizing SAP Tutor (SIM) 33 mins (101 steps) Feb. 27, 2007 After completing this SAP Tutor session, you will be able to customize the Agent Inbox. Tutorial for Account Identification - Customizing SAP Tutor (SIM) 30 mins (45 steps) After completing this SAP Tutor session, you will be able to do the necessary Customizing settings for Account Identification in the IC WebClient. IC WinClient Enhancements After completing this, you will be able to demonstrate cross-scenario enhancements for the Interaction Center WinClient. 8 mins (13 pages) October 24, 2005

3 Consultant's Cookbook IC WebClient Document (PDF) 152 pages After completing this document, you will be able to: Mar Configure the Interaction Center Make enhancements (additional fields etc.) on the interface of an Interaction Center Updated content March 2006: the cookbook has been updated with the latest version Interaction Center Marketing Open/ 0:20 hours At the end of this, unit you will be able to explain marketing aspects in the Interaction Center. Tutorial for Lead Processing with the IC WebClient SAP Tutor (SIM) 20 mins (62 steps) After completing this SAP Tutor session, you will be able to explain Lead Processing with IC. Application Help of IC Marketing Scenario SAP Library (HTM) Interaction Center Sales Open/ 2:09 hours At the end of this unit, you will be able to demonstrate the Sales functionality in CRM 5.0 Interaction Center. Introduction to Interaction Center Sales After completing this, you will be able to explain the main functions and features of Sales within the Interaction Center. For details, see the Detailed View of Interaction Center Sales presentation (PDF). 9 mins (9 pages) Tutorial for Telesales with ERP Sales Order - Part 0: Preparations and Additional Information After completing this SAP Tutor session, you will be able to demonstrate the interaction of telesales in a CRM system and an ERP sales order. SAP Tutor (SIM) 40 mins (51 steps) Tutorial for Telesales with ERP Sales Order - Part 1: Overview SAP Tutor (SIM) 15 mins (28 steps) After completing this SAP Tutor session, you will be able to explain how to create a sales order in the Interaction Center WebClient and how to display the sales order in an ERP system. Tutorial for Telesales with ERP Sales Order - Part 2: Overview with Up-/Down-selling SAP Tutor (SIM) 25 mins (33 steps) After completing this SAP Tutor session, you will be able to define and check rules for up- and downselling in the Interaction Center WebClient.

4 Tutorial for Telesales with ERP Sales Order - Part 3: Customizing SAP Tutor (SIM) 40 mins (76 steps) After completing this SAP Tutor session, you will be able to execute the most important Customizing steps for an ERP sales order. Application Help of IC Sales with CRM Sales Order SAP Library (HTM) Application Help of IC Sales with ERP Sales Order SAP Library (HTM) Interaction Center Service Open/ 0:42 hours At the end of this unit, you will be able to explain the main functions and features of the business processes in Interaction Center Service. Introduction to Interaction Center Service After completing this, you will be have an overview of Interaction Center Service. For further details, see the Detailed View of Interaction Center Service presentation (PDF). 8 mins (12 pages) Tutorial for IT Help Desk SAP Tutor (SIM) 13 mins (40 steps) Sep. 8, 2005 After completing this SAP Tutor session, you will be able to explain the IT Help Desk scenario. Tutorial for Service Order Appointment Offering SAP Tutor (SIM) 10 mins (33 steps) After completing this SAP Tutor session, you will be able to demonstrate Service Order Appointment Offering. Introduction to Employee Interaction Center After completing this, you will have an overview of the Employee Interaction Center. For details, see the Detailed View of Employee Interaction Center presentation (PDF). 11 mins (16 pages) Application Help of IC Service Scenario SAP Library (HTM)

5 Interaction Center Management Open/ At the end of this unit, you will be able to use the main functions of the Interaction Center Management. 0:35 hours Introduction to Interaction Center Management After completing this, you will have an overview of the main functions of Interaction Center Management. For further details, see the presentation (PDF) Detailed View of Interaction Center Management. 8 mins (19 pages) Introduction to Response Management System After completing this, you will be able to explain the new functions and enhancements of the Interaction Center Response Management. For details, see the Detailed View of Response Management System presentation (PDF). 6 mins (21 pages) Tutorial for Response Management System SAP Tutor (SIM) 21 mins (63 steps) Sep. 8, 2005 After completing this SAP Tutor session, you will be able to demonstrate and use the Response Management System of mysap CRM Interaction Center. Application Help of IC Management Scenario SAP Library (HTM) Summary Open/ Summary After completing the section above, you should: Build up your expertise with the Sandbox Systems Discuss open issues in the Live Expert Sessions 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 If you wish, you can extend your competence in the nice-to-know section below. Back to Top Extend Your Competence - Nice to Know Workshop Material (SAP-Internal) Open/ At the end of this unit, you will be able to demonstrate and implement SAP CRM 5.0 Interaction Center scenarios. Workshop Material - RACR40 Implementing SAP CRM 5.0 Interaction Center Enhancements Workshop Material (ZIP) Here you can download the workshop material for the RKT workshop "RACR40 Implementing SAP CRM 5.0 Interaction Center Enhancements", including slides and exercises for internal use. IDES Demo Scenarios (SAP-Internal) Open/

6 Use the extensive generic and industry-specific CRM IDES demo scenarios for self-study. IDES Demo Database Website (HTM) Use this link to access the IDES Demo Database. To view the available demo scripts, select the relevant entry under "Quick Search" and choose "Search List". Once you have selected a script, you obtain the necessary information on how to enter the IDES Demo Portal to walk thru the chosen scenario. Please pay attention to the IDES guidelines. SAP Standard Training Open/ 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 current standard training classroom course curriculum: SAP Solutions Training. Industry Scenarios Open/ At the end of this unit, you will be able to explain the interaction-center-specific Industry Scenarios. mysap Automotive Using mysap CRM Interaction Center Learn how mysap Interaction Center supports the dealer management of mysap Automotive. Note: This item refers to the Learning Maps of another SAP Online Knowledge Product. Users of the current Learning Map are granted free access. Scenarios in Service Industries Using mysap CRM Interaction Center Learn how mysap CRM Interaction Center supports industry-specific scenarios of Insurance, Telecommunications and Utilities. SAP Online Knowledge Product (HTM) SAP Online Knowledge Product (HTM) Technical Settings for SAP CRM 5.0 Interaction Center Open/ At the end of this unit, you will be able to set up SAP CRM 5.0 Interaction Center. Link to Learning Map "Technology Consultant" Learn how to implement SAP CRM 5.0 Interaction Center using the technological infrastructure of mysap CRM and SAP Netweaver. The relevant unit of the Learning Map for Technology Consultants is "SAP Solution Manager for Implementation: Enhanced capabilities". SAP Online Knowledge Product (HTM) Save & Please remember to save & close whenever you leave this learning map. Back to Top