Onsite Training Catalog: SAP Interaction Center & e-Commerce Training

Title Interaction Center & e-Commerce Training
Length 5 Days
Delivery Group-Live, Instructor-led classroom training with hands-on exercises and one workstation per student.
Who Should Attend
  • Those involved with the implementation of CRM Interaction Center WebClient as a part of mySAP CRM
  • Project team members, and consultants
  • Customers on the CRM Interaction Center WebClient and implementing e- selling / e-service
Prerequisites Basic knowledge of mySAP CRM, CRM Service and customization, experience with BI ? Analysis Process and Data Mining, and knowledge of the central component system in SD and CS.
Level Beginner-Advanced
Advanced Preparation None
Objectives
  • Customization of the workspaces in the Interaction Center WinClient
  • Learn about how to use the Interaction Center (IC) as an agent
  • Learn about the technical architecture of the Interaction Center WinClient in mySAP CRM
  • Learn about the business processes in the mySAP CRM E-Commerce solution
  • Customization of mySAP CRM E-Commerce according to individual requirements
Configuration Points
  • Introduction, terminology
  • Landscape
  • Architecture and technology
  • Agent functions and operating the IC
  • Creating IC profiles
  • Navigation bar and the transaction launcher configuration
  • IC manager dashboard
  • Management call lists
  • Interactive scripting
  • IC workforce management
  • E-commerce in the SAP Solution Manager
  • Web shop administration
  • Superuser / user administration
  • Product catalog (views, documents, BAdIs, product catalog export, external catalogs, Web-based maintenance)
  • Internet Pricing Configurator (IPC) - Marketing functions
To schedule a training session with ERPtips or to find out more information, email Training at ERPtips dot com.

e-Commerce

CRM Interaction Center Webclient class will cover the functionality, technical architecture and configuration of the Interaction Center Webclient in CRM. You will learn how to use the Interaction Center WebClient as an interaction agent and how to configure the ICWEBclient functionality and the user interface for the ICWEBclient. Topics we will cover will include: IC agent functions for sales/service/marketing, configuration of the IC agent function profiles, agent inbox, ICWEB communication architecture/options, category modeler, Rule modeler, configuration of the user interface, ICwebclient Best Practices overview, Tips and Tricks for the issues most commonly faced by the customers.

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Testimonials

"The ERPtips instructor geared this class to the students and their companies' Basis environments. We covered important topics that are hard to find practical information on, like kernel upgrades and hotpacks. I was later able to apply this knowledge to my company's own SAP system.

To get exposure to all the key material in this course, I might have had to take about three courses from SAP itself. The instructor went the extra mile to make sure that everyone's questions were answered."

Pete Peters, IT Manager, Prym Consumer USA

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