Wednesday, February 29, 2012

Using LinkedIn to automatically update SAP CRM

In last week’s blog, we mentioned the different kinds of Social Media solutions that SAP provides and one that we at Acorel developed together with D-Media: LinkedIn integration with SAP CRM. As promised this week’s blog goes a bit more into the details of this LinkedIn solution.

Since LinkedIn has valuable information about your contact persons or customers, it might be useful to capture this information and store it on your CRM business partners. Just think of all the extra segmentation possibilities! Since you have to get granted access to this information, you must offer your customer an advantage to why he should grant you this. 
Now there is the catch! If you have a portal or webshop where your customers have to login, you can provide them the same access, only they use their LinkedIn credentials to log in. And let’s be honest, everybody remembers their LinkedIn credentials.

So, what do you need for this?

Wednesday, February 22, 2012

Wanna get Social...?

“If Facebook would be a country, it would be the 3rd largest country in the world!”… and among its inhabitants there are a lot of customers, prospects, suppliers and competitors.

The last few years a shift has taken place in the area of (marketing) communication. The user is becoming more and more the central point and with this gained a more active role in the creation, circulation and interpretation of media content. The rise of social media is a development which pushes us to take another look at the way we use of SAP CRM. Responding to ‘buzz’ and using social networks proactively is the way forward!

Wednesday, February 15, 2012

ERMS routing in detail

In last week's post, I discussed the working of the ERMS1 workflow and how the workflow works together with the rule modeler and the ERMS service manager.
I ended the post with a few complexities that might occur when using ERMS in an Interaction Center context.
Let's take a look at them one by one.

Wednesday, February 8, 2012

ERMS under the microscope

When implementing ERMS, part of the work is to implement a workflow called ERMS1. Another part is to implement routing rules in the IC Manager as well as set up the ERMS Service Manager. The two apparently are more interdependent than I would have thought.

Wednesday, February 1, 2012

Runtime Repository Inconsistencies after SAP CRM Upgrade

When upgrading an SAP CRM system, you might run in to inconsistencies in the runtime repository.
Inconsistencies particularly occur on enhanced components. This is due to the fact that when enhancing, the system copies the runtime repository. This copy is not automatically updated during an upgrade.
As the runtime repository is a definition of the available views, windows and navigational links, a call to a view or window that has not been defined here, will result in an exception that will be shown to the user. To avoid this, changes in enhanced components should be maintained in the enhanced (custom) runtime repository.