Wednesday, September 26, 2012

How to setup Web Channel Experience Management 2.0

Introduction WCEM 2.0

SAP released a new E-Commerce solution based on SAP backend systems (SAP ECC and SAP CRM). This new solution is called SAP Web Channel Experience Management. It supports end-to-end processes for E-Commerce, E-Marketing, E-Service, Web Channel Analytics as well as a robust and easily extensible Web Channel platform.

Wednesday, September 19, 2012

Knowledge articles in SAP CRM

As from SAP CRM 7.0 SAP introduced knowledge articles.
Knowledge articles can be used to store:
  • User Manuals
  • FAQs
  • Troubleshooting Articles
  • How to documents
  • Etc.
Knowledge articles are integrated into several processes and TREX is mandatory for searching.
The most common process is the service process, where a customer calls the interaction center and the agent has to search for the right information and provide the answer to the customer.

Wednesday, September 12, 2012

SAP InnoJam 2012 'Design Thinking'

This year was going to be the first time that I would attend the SAP InnoJam. Until now I only knew of the concept from the media and of the stories from colleagues, but this year I was going to experience how it really feels to meet fellow developers, SAP Mentors, SAP InnoJam Gurus and code, code, code till really late at night.
The fun started the evening before while packing my bag, what do you need for 36 hours of presentations and coding? I really had no idea so I decided to ask my colleagues for help on Yammer. 

Acorel Yammer

Wednesday, September 5, 2012

Response time determination based on multilevel categorization

The Service Level Agreement (SLA) determination profile in SAP CRM is a flexible method to determine service and response profiles for service requests. For each transaction type, you can determine in which order the system should look for existing SLA profiles on service contracts, service product items, reference objects, business partners, and organizational units.
In the response profile (transaction CRMD_SERV_SLA) you have the option to define response times based on a combination of priority and categories from the multilevel categorization.

In this blog I will not describe the complete customizing settings for SLA determination but I want to focus on a specific problem when you use the combination of priority and multilevel categorization in your response profile:
In standard CRM re-determination of the SLA times is only triggered on change of the priority field. So even if you have setup different response times per category, changing the category on your service request does not trigger a re-determination of the response time.