CRM Expert

SAP CRM-Intellectual Property Management, Part 3: Perform the Billing Process in SAP CRM-IPM

Wed, 28 Dec 2011 14:55:50 EST

Learn how to perform billing on license sales contracts in SAP CRM-Intellectual Property Management (IPM), as well as key technical details and the configuration of the process.

Get a Single View of the Customer by Linking Customer Master Duplicates in SAP CRM

Tue, 6 Dec 2011 9:39:29 EST

When your SAP CRM system has to account for a customer master that has duplicates, an approach based on linking master data records can provide you with a single view of this data. For example, Customer XYZ exists in the system as XYZ1 and XYZ2, and transactions or installed base products are scattered between the two accounts. You can customize this approach to help meet your various business scenarios. This article describes one such scenario, involving an implementation at a high-tech enterprise.

Automate the Process of Rescheduling Actions in the Action Job Monitor

Wed, 30 Nov 2011 14:48:02 EST

Use an enhanced Business Add-In (BAdI) to automate the process of scheduling successfully executed actions in the action job monitor. This process is not available in standard SAP, as rescheduling all successfully executed actions affects performance. Save time by not having to open each document manually and reschedule it for further execution, and avoid performance issues by only rescheduling specified actions.

Remove Duplicate Business Partners Using Cleansing Cases in SAP CRM 5.0 and 7.0

Wed, 16 Nov 2011 14:31:52 EST

Learn three methods for removing duplicate business partners in SAP CRM: SAP CRM 5.0�s BUPA_CLEAR transaction, SAP CRM 7.0�s Merge Accounts function, and SAP CRM 7.0�s Duplicate Check function. Also sample the functions in SAP CRM 7.0�s Data Quality Administration Framework.

SAP CRM-Intellectual Property Management Part 2: Effectively Manage Intellectual Property Sales with License Sales Contracts

Fri, 28 Oct 2011 13:13:17 EST

Learn about the unique characteristics of license sales contracts, which are used to sell intellectual property rights in SAP CRM-Intellectual Property Management.

SAP CRM-Intellectual Property Management, Part 1: Keep Track of Your Intellectual Property Assets with the IP Product Master

Fri, 28 Oct 2011 13:11:44 EST

Learn about the unique master data processes in SAP CRM-Intellectual Property Management (IPM). Understand the product master data type IP and rights dimensions, and how to perform rights availability analysis.

SAP CRM 7.0: Use Multilevel Categorization to Determine the Service and Response Profiles of Service Requests

Thu, 20 Oct 2011 15:13:32 EST

Multilevel categorization allows you to determine response times based on categories of issues instead of focusing on abstract priority values. Learn how to extend Service Level Agreement (SLA) determination by multilevel categorization through customization. You can determine the SLA profile based on a category or subcategory of the service request and you can establish response times based on the reason for the customer inquiry. You can enable this solution without coding in standard SAP CRM.

Case Study: 10 Lessons for Building the Web as a Sales Channel Leveraging Existing Processes

Tue, 4 Oct 2011 11:11:18 EST

See how a major healthcare industry supplier implemented Web Channel for SAP CRM, integrating it with its preexisting order-to-cash system and product catalogs.

SAP CRM 7.0 Enhancement Package 1: A Detailed Introduction to SAP CRM Service Request Management

Tue, 27 Sep 2011 11:42:03 EST

Learn about use cases and technical features of the service request, based on CRM 7.0 and SAP enhancement package 1. Understand which use cases the service request is suited for and how it differs from other service transactions, such as the service ticket.

SAP CRM 7.0 Enhancement Package 1: Key Design Considerations and Potential Challenges for Web Channel Implementation

Fri, 16 Sep 2011 9:25:16 EST

Learn the key considerations and challenges when implementing SAP Web Channel for SAP CRM 7.0 enhancement package 1, as well as the resources and timelines of a typical implementation.

Quick Tip: How to Restrict Access to Attachments Using Extended Properties

Fri, 9 Sep 2011 15:54:29 EST

See how to extend attachment properties in SAP CRM for various purposes. One of the most common uses of this function is to apply authorization rules to the attachments.

Create Mobile Applications Easily Using the Sybase Unwired Platform

Fri, 9 Sep 2011 15:52:52 EST

Learn how to develop mobile applications using Sybase Unwired Platform and understand the concepts of SAP mobility as well as prerequisites for a successful deployment. Get an overview of the platform�s architecture, learn how to install and configure the platform, and see how to develop your first application. Learn some tips and tricks for the successful development of an application for Apple devices.

Manage Newsletters with SAP CRM

Fri, 2 Sep 2011 15:44:37 EST

Understand the basic process behind managing newsletters and different IT approaches supporting this process. Learn how to directly integrate newsletter management with SAP CRM 6.0 and 7.0, the limitations of this method, and how to use customization to overcome these issues.

Groupware Integration Enhancement, Part 2: Explore Server-side Architecture and Enhancement Options

Mon, 11 Jul 2011 13:25:21 EST

Enhance version 10 of the SAP CRM groupware integration architecture by using the flexibility of SAP standard and non-standard offerings. Also pinpoint what can be enhanced based on the current groupware architecture.

Groupware Integration Enhancement, Part 1: Decipher Version 10�s Client-side Architecture

Mon, 11 Jul 2011 13:23:49 EST

Companies that upgrade to SAP CRM 7.0 Support Package 9 need to use version 10 of the groupware integration. Learn about changes in the user interface (UI) and functions provided by version 10. Also find out about related client architecture, which can help you troubleshoot client-side problems with registry entries and logs.

Capture Important Milestone Dates Based on Process Status Changes

Wed, 6 Jul 2011 14:40:10 EST

While implementing SAP CRM sales and service functionalities, process owners always want to capture the main milestone dates in which a process is executed. Typically, these dates are integrated with a change of business transaction status. SAP CRM offers both date and status configuration; however, it does not offer a functionality that allows a date determination based on a status change. Find out how to capture the current date on a specific date type for a business transaction based on a status change. Using this technique, you can capture important process milestones in customer service and other activities.

How to Best Use Sort Fields in Action Job Monitor

Thu, 23 Jun 2011 10:34:39 EST

Discover the steps behind using the sort functionality in action job monitor, including how to define an action profile, extend the one order context, use a Business Add-In to fill the sort fields, and create a layout with sort fields. Because standard order context does not have the fields that the user for sorting data, this article helps bridge this gap.

Techniques to Help Improve SAP CRM Middleware Load Performance

Wed, 1 Jun 2011 10:11:17 EST

Techniques applied to your SAP CRM middleware can help improve the performance of your system during a conversion cutover, including conversion of data between SAP systems. Find out ways to fine tune the hardware resources and use them efficiently.

Collect Precise Business Partner Information With IVR

Mon, 23 May 2011 17:01:10 EST

Get a detailed, step-by-step configuration of the interactive voice response functionality available in SAP Business Communications Management to collect customer data. Then, by using computer telephony integration, SAP CRM can automatically identify a customer who is calling, which reduces the average wait and handling times and improves the customer�s experience when contacting an interaction center.

Quickly Define Your Organizational Model

Thu, 21 Apr 2011 0:44:14 EST

Learn how to define and update your company�s organizational model in SAP CRM and how to define organizational data determination, all of which form the base to process many transactions.

Monitor Sales Force Activities Using a Team/Branch/Organization Calendar and Account Notes

Mon, 11 Apr 2011 11:49:49 EST

See how to streamline your SAP sales force automation by enabling managers to view the calendars of their team members while also providing managers with a notes log in SAP CRM business partner details/overview screen. With these options, managers can evaluate the sales activities of their teams. Understand the business requirements behind both options, learn which aspects need customizing, and review the technical details of the solutions.

Quick Tip: Create Sales Quote Requests on Behalf of Your Channel Partners

Fri, 1 Apr 2011 13:18:54 EST

Let your contract team handle the quote creation process by using functionality within SAP CRM partner channel management. By doing so, you can free up partner portal champions and channel managers so they can spend more time on leads, opportunities, and customer service.

Use Email Forms in ERMS to Reply to Customer Messages Effectively

Thu, 17 Mar 2011 11:13:43 EST

Learn how to use email forms in the Email Response Management System to reply to customer queries and complaints. Find out how to monitor those responses more efficiently via tracking text, which enables email linking to the appropriate service transaction.

Decrease Interruptions in Process Time with CEBP Configuration for Business Roles

Fri, 11 Mar 2011 15:23:20 EST

Learn the steps to configure communication-enabled business processes in SAP CRM Interaction Center, which can decrease delays to critical processes if a particular employee is unavailable for a client.

Implement and Use Forms for Service Desk and Change Management

Mon, 7 Mar 2011 16:35:42 EST

Make the best use of forms attached to Service Desk, change requests, and change implementations, eliminating the need for attaching additional documents. Walk through the necessary configuration to create forms and assign them for different service transactions.

Quick Tip: How to Perform Campaign File Export Using Personalized Mail Forms

Tue, 1 Mar 2011 14:53:05 EST

Learn how to define a personalized file structure and create an output file with customer data from a marketing campaign. You can then export this file to a third-party system that contacts your business partners.

Quick Tip: Activate Partner Portal Registration in Partner Channel Management

Fri, 25 Feb 2011 16:40:35 EST

Portal registration is a function of SAP CRM partner channel management that can help enterprises automate their partner registration process for applications such as leads, opportunities, customer accounts, contacts, quotes, and marketing development funds. However, you need to control the information your partners can access. Learn how to accomplish this by granting your partner access to a partner portal, which allows channel partner users to log in to your SAP CRM applications through a link from your company�s Web site. Partner users can only see the data that you make available to them and can only manipulate data if you give them the appropriate user permissions.

Quick tip: Use External Data Sources for Pricing Condition Determination

Thu, 3 Feb 2011 8:37:22 EST

Pricing in SAP Internet Pricing and Configurator (SAP IPC) limits the ability to access external data tables. However, the use of external data sources provides a good method to provide this functionality. By implementing Business Add-Ins you can feed external data into pricing.

Steps to Safely Define and Customize Business Roles and Authorizations in SAP CRM

Fri, 28 Jan 2011 16:42:36 EST

See how to define a business role in customizing, assign it to a position in an organizational model, and then analyze its content.

Quick Tip: Easily Track Where Your Links Take You

Tue, 25 Jan 2011 8:37:47 EST

Do you ever wonder how to make the connection between the standard links that you click in the SAP CRM WebClient UI and the views that the links point to within the Business Server Pages Component Workbench? I�ll share with you a quick and easy way to trace the links.

Use These Five Steps to Define the Visibility of Agent Phone Numbers for Outbound Calls

Thu, 20 Jan 2011 10:31:55 EST

Learn in a few steps how to display or hide agents� phone numbers as they call specific CRM business partners using integration between SAP CRM and SAP Business Communications Management. The changes you need to make involve marketing attributes, a modification of the business partner�s phone number before it reaches the dial pad, and specific routing rules in SAP Business Communications Management and in the gateway.

How to Use Life Cycle Analytics in SAP CRM and SAP NetWeaver BW to Target Specific Customers

Tue, 7 Dec 2010 14:49:06 EST

Understand the full cross-system flow of customer-relevant analytical information involving SAP CRM and SAP NetWeaver Business Warehouse (SAP NetWeaver BW). See how to automatically create SAP CRM target groups within Analysis Process Designer (APD) in SAP NetWeaver BW.

Quick Tip: How to Use Filter Conditions to Create Specific Segmentation Attributes

Tue, 7 Dec 2010 13:42:35 EST

Have you struggled with preparing segmentation filters so that it�s as easy as possible for the end users to apply them in segment builder? Have you ever noticed that there are too many AND/OR operators needed to build your final target groups? If so, then you will find the filter conditions functionality described in this tip useful.

Use Lead Scoring to Qualify Business Opportunities

Tue, 7 Dec 2010 12:10:07 EST

Leads that are created in SAP CRM can be scored automatically using criteria that you configure in the system. In addition, you can allow users to manually score your company�s leads to give better insights into your most viable growth opportunities.

Quick Tip: Uncover the Basics of Life Cycle Analytics Between SAP CRM and SAP NetWeaver BW

Wed, 10 Nov 2010 10:47:56 EST

A quick and easy-to-understand guide to the connection between the analytics process designer, SAP NetWeaver Business Warehouse, and SAP CRM.

Plan for Risks and Recovery in Sybase Mobile Sales for SAP CRM

Tue, 2 Nov 2010 16:24:49 EST

Find out how to identify assets, assess risks, mitigate residual risks, and implement backup and recovery options for Sybase Mobile Sales for SAP CRM.

Discover Two Behind-the-Scenes CRM WebClient UI Features in SAP CRM 7.0

Thu, 28 Oct 2010 9:35:03 EST

The CRM WebClient UI provides a new dimension of user experience by enabling users without deep technical knowledge to work with the SAP CRM solution. However, the user interface is only the tip of the iceberg � there is a complex software framework underneath it that you might want to explore. Take a look into this complex framework with an introduction to two helpful functionalities: the F2 pop-up window and the conditional breakpoints tool.

Quick Tip: Use the Event Handler to Speed up Processes

Tue, 19 Oct 2010 14:34:57 EST

Learn how to increase your call center agent's efficiency by using the event handler table to support the campaign/coupon entry process on the line item level. This little trick speeds up the coupon entry process and makes it more flexible compared to standard functionality. This enhancement reduces the order capturing time and improves the customer experience, leading to higher customer satisfaction.

Increase Sales with New Product Proposals in SAP CRM 7.0

Fri, 1 Oct 2010 17:08:50 EST

See how to configure SAP CRM 7.0 to provide product proposals to the CRM WebClient UI. Explore several different types of product proposals and the rules for configuring them in connection with your sales order, quotation, and contract transaction types.

Add This Message: If You Are Having Trouble Reading this Email, Click Here

Fri, 1 Oct 2010 12:10:01 EST

When you use SAP CRM Marketing to send an email marketing campaign, you should provide recipients with a way to view the content from a Web page. This allows your contacts to read the content of your campaign if their mail reader was unable to open the HMTL content they received.

Enhance IC Alert Messages with Custom FactBase Attributes

Mon, 27 Sep 2010 13:35:02 EST

Interaction Center (IC) alerts messages provide IC agents with real-time, context-specific information, guidance and assistance (such as notifications for open customer orders), suggested solutions, and cross-sell and up-sell offers. One of the most powerful features of IC alerts is the ability to include dynamic content using FactBase attributes, which are variables inserted into the alert at runtime based on values stored and retrieved from an XML document called the FactBase. While SAP delivers many standard FactBase attributes, it is sometimes necessary to create your own custom FactBase attributes, and this article will show you how to do this.

Collaboration Projects: An Overview of Business Process Flow, Configuration, and Integration

Mon, 13 Sep 2010 9:28:28 EST

At first glance, Collaboration Projects (cProjects) appears to be complex. However, you�ll discover that it can be easy to configure and use. Find out how cProjects can help you manage your projects, and learn how the Workforce Management and middleware integration synchronizes front-end applications with back-end SAP ERP Central Component modules.

Quick Tip: Strategies for the Setup and Adoption of Sybase Mobile Sales for SAP CRM

Tue, 24 Aug 2010 12:26:32 EST

Discover best practices and strategies for encouraging long-term user adoption of Sybase Mobile Sales for SAP CRM.

How to Apply Campaign Automation to Third-Party Marketing Service Providers

Mon, 23 Aug 2010 17:16:22 EST

Discover how to facilitate a simple automated campaign for campaign enrollment. In this example, a sample third-party marketing company handles email delivery and response handling.

Save Time and Money in the Interaction Center with Address Validation and Duplicate Check

Fri, 20 Aug 2010 16:46:08 EST

One of the most common � and most costly � issues facing large organizations today is keeping customer master data accurate and clean. Duplicate customer records and other dirty data produce a fragmented view of the customer and can cost organizations millions of dollars annually. Learn how to enable address validation and duplicate checks in the Interaction Center coupled with SAP BusinessObjects Data Quality Management to avoid creating duplicate and inaccurate customer master data.

Automate Your Interaction Center with CTI Call Attached Data

Mon, 16 Aug 2010 11:31:45 EST

See how you can enable the transfer of call attached data to the interaction record, which allows your agents to easily access call-relevant information. Learn how to reduce call processing time by defaulting input fields with values the telephony environment collects automatically.

Improve SAP CRM Processes with Customer-Material Information Records

Tue, 20 Jul 2010 14:24:13 EST

In a business-to-business scenario, distributors or resellers typically place orders using their own material numbers � not those of the manufacturer. This feature is often overlooked on most Web sites, but it is a touch of personalization that allows customers to transact more quickly online due to their familiarity with their own products. Enabling customers to search for and place orders using their own product numbers not only increases productivity but also improves customer satisfaction. Find out how you can use customer-material information records to streamline SAP CRM processes such as order entry and product searches if you have sales-area-dependent customer part numbers.

Quick Tip: Use ABAP to Import Decision Table Entries for Business Rule Framework Plus

Mon, 19 Jul 2010 14:58:43 EST

Some standard SAP CRM applications, such as Loyalty Management and Territory Management, use SAP�s Business Rule Framework plus (BRFplus), a native ABAP-based business rules engine. One of the expressions you can use in BRFplus rules is a decision table that allows you to fill in configuration entries using the CRM WebClient UI. Find out how you can do this quickly and directly from your ABAP program instead of adding entries one by one.

What Every SAP CRM Professional Needs to Know about Sybase Mobile Sales

Mon, 19 Jul 2010 10:32:47 EST

Sybase Mobile Sales for SAP CRM allows SAP customers to run SAP CRM business processes on Windows Mobile and the iPhone. It is the first solution that allows customers to leverage one landscape to run SAP CRM on these mobile devices, and it is deeply integrated with SAP. Find out what functionality the application offers and the technical requirements for it.

Defensive Programming: Protect Against RFC Disconnects

Mon, 19 Jul 2010 10:22:19 EST

SAP CRM often uses SAP NetWeaver Business Warehouse (SAP NetWeaver BW) to store planning data associated with marketing plans and opportunities. When coding mass updates, it is sometimes necessary to update objects in both SAP CRM and SAP NetWeaver BW. This is accomplished via Remote Function Calls (RFCs). Depending on how long the processing takes, the RFC connection between the systems may time out. Learn about a technique to eliminate the chance that the RFC connection will time out.

A Behind-the-Scenes Look at Access Control Engine 7.0 Concepts and Troubleshooting

Thu, 10 Jun 2010 10:26:45 EST

Learn how the Access Control Engine (ACE) is operated from the technical perspective, with a focus on important tables in your system. Read a step-by-step troubleshooting guide and learn about ACE design considerations and user interaction analysis. Also, find tips for handling large sets of data and changes that can occur when you upgrade SAP CRM.

Best Practices for Setting Up Access Control Engine 7.0

Wed, 9 Jun 2010 16:40:30 EST

Learn the concepts and architecture behind Access Control Engine (ACE) 7.0. Follow step-by-step configuration and coding instructions on setting up the ACE from start to finish. Find out everything you need to configure in your system using a simple but common example.

Tips for Customizing Your CRM WebClient UI Header Area

Wed, 2 Jun 2010 10:39:43 EST

In this excerpt from Michael F�chsle and Matthias Zierke�s SAP PRESS book SAP CRM Web Client Customizing and Development, available at www.sap-press.com, learn how to enhance your CRM WebClient�s header area to make it more user-friendly and efficient.

Deliver Actionable Alerts from SAP NetWeaver BW to SAP CRM with Alert Management

Tue, 1 Jun 2010 13:07:29 EST

Together, SAP CRM and SAP NetWeaver Business Warehouse can monitor the quality of service you are giving your customers and alert you about critical problems through Alert Management. Discover how to prevent delays in critical situation processing by reducing the time between discovering and responding to problems.

SAP CRM 7.0: Your Guide to the Major CRM WebClient UI Framework Enhancements in SAP Enhancement Package 1

Wed, 19 May 2010 13:12:03 EST

Learn about some of new CRM WebClient UI Framework features and tools that come with SAP enhancement package 1 for SAP CRM 7.0, and discover how they help enhance usability and efficiency for both your end users and your IT department.

Cloud Computing for SAP CRM

Mon, 17 May 2010 12:04:06 EST

Learn background information on cloud computing deployment models and see how to select a cloud service to meet your on-demand service requirements.

Quick Tip: Deploy New Features in the CRM WebClient UI with These Easy Steps

Wed, 5 May 2010 10:55:44 EST

Learn two tips for the CRM WebClient UI in SAP CRM 7.0: how to customize product proposals with SAP ERP sales quotes and order types in a flexible and easy way, and how to facilitate smoother sales and service orders by integrating the product catalog into the CRM WebClient UI.

Use the E-mail Response Management System to Manage Opt-Out Requests

Fri, 23 Apr 2010 11:03:17 EST

When you use SAP CRM Marketing to send out an email marketing campaign, you should offer a way for recipients to opt out of subsequent emails from your company. Learn how to provide this functionality using standard HTML commands to generate opt-out requests and the E-mail Response Management System to process these requests and automatically update a marketing attribute.

Simplify CRM Middleware Monitoring with the Central Monitoring Cockpit: Part 2

Tue, 6 Apr 2010 15:07:48 EST

Find out how to use the Monitoring Cockpit to comprehensively monitor CRM Middleware, especially as it relates to monitoring tools, statistics, and background jobs.

Avoid Losing Valuable Sales and Customer Data by Using Backup and Recovery in Depth

Mon, 5 Apr 2010 16:20:20 EST

Find out why multiple, in-depth layers of recovery parameters are more effective than a single layer when backing up and recovering SAP CRM data, business processes, and event logs.

Launch Thick Client Applications from a CRM WebClient UI Business Role

Wed, 24 Mar 2010 14:31:50 EST

See how you can enhance your CRM WebClient UI business roles to launch thick client applications installed in a user�s desktop from the business role navigation bar. With this enhancement, you can make your SAP CRM business role the central homepage from which users can launch applications without extensive knowledge of the technology platform behind it.

Quick Tip: Use Configuration Parameters to Control CRM WebClient UI Functionalities

Thu, 11 Mar 2010 11:17:16 EST

In SAP CRM 7.0, you can control some of the CRM WebClient UI features � such as disabling the export to Microsoft Excel on the search results � using certain configuration parameters and eliminate the need for development. This allows you to configure business roles according to the requirements of various groups of users with different preferences.

Quick Tip: Improve Customer Service with Self-Service Scenarios in SAP BCM

Mon, 1 Mar 2010 17:19:30 EST

Achieve cost savings and increased customer service efficiency with self-service scenarios in the SAP Business Communications Management (SAP BCM) Interactive Voice Response System (IVR). Learn how it can help your customers quickly check account balances, activate or deactivate accounts, and make a payment. Self-service scenarios also help you reallocate and refocus your customer service agents on more high-priority tasks that require human intervention.

Quick Tip: SAP CRM and WFO: A Combination for Achieving Customer Centricity Across an Enterprise

Fri, 12 Feb 2010 14:22:56 EST

While the SAP CRM application and workforce optimization (WFO) software have existed separately for years, some organizations are now connecting the two technologies and business processes. Learn how together they can provide greater visibility into customer service processes, workforce performance, and customer intelligence.

Defend Mobile SAP CRM Systems with Defense in Depth

Thu, 11 Feb 2010 16:42:26 EST

Learn how to defend SAP CRM applications on a smartphone or a handheld device (with BlackBerry Sales Client as a specific example), and see why multiple layers of defense are more effective than a single layer when you use the defense-in-depth model.

Eliminate Bottlenecks When You Access Data in the CRM WebClient UI

Thu, 11 Feb 2010 11:12:34 EST

These tips and best practices can enhance the performance of your CRM WebClient user interface in a client-server network environment. Learn strategic and valuable pointers that will help you avoid network performance pitfalls.

Quick Tip: Learn the Foundations of Calculating Sales Opportunity Chances

Tue, 19 Jan 2010 13:33:06 EST

SAP CRM offers a flexible and easy-to-implement mechanism for opportunity qualification based on questionnaires you can configure to follow your company's particular sales methodology. Learn about the logic behind the calculated chance of success that can help steer and better focus the use of resources during a sales pursuit.

Strategies to Overcome SAP CRM User Adoption Challenges

Fri, 15 Jan 2010 11:43:21 EST

See how the Port of San Diego struggled with user adoption after the implementation of SAP CRM. Learn some of the expected (as well as unexpected) risks that an organization can encounter after introducing new software such as SAP CRM, and read about techniques to help end users embrace it.

Simplify CRM Middleware Monitoring with the Central Monitoring Cockpit

Mon, 11 Jan 2010 10:52:04 EST

Learn how you can use the monitoring cockpit accessible via transaction SMWP to comprehensively monitor CRM Middleware. In particular, you will learn how to monitor generation information, runtime information, and systems settings.

Resource Planning Application Guides Service Demands Through to Fulfillment

Tue, 8 Dec 2009 12:46:48 EST

See how companies are applying the resource planning application (RPA) in SAP CRM to meet the demands of their service delivery process. Learn about its key components, the information you need to maintain to assist in the Resource Scheduling Process, and the selection of resources in conjunction with Microsoft Outlook (groupware) integration.

SAP CRM 7.0: A Guide to Implementing Screen Pop for the Employee Interaction Center

Tue, 8 Dec 2009 12:11:04 EST

The Employee Interaction Center (EIC) provides unique challenges for implementing screen pop, the automated display of a caller's data on the agent's screen. Learn how to overcome them and achieve efficient call handling in your organization�s HR shared services contact center.

Quick Tip: Set Up CRM Feeds in SAP CRM 7.0 For Easy Alerts

Tue, 8 Dec 2009 11:57:17 EST

A new feature in SAP CRM 7.0, the CRM Feed functionality, sends alerts about changes on a user's home page. Learn how it is implemented in SAP CRM 7.0, the necessary configuration steps, and the available customizations.

SAP CRM 7.0: Seamlessly Integrate Non-CRM Business Users into an Email-Based Process

Wed, 25 Nov 2009 13:13:11 EST

Learn how to combine SAP business workflow with the E-Mail Response Management System to integrate non-SAP CRM users into an automated workflow using email.

Gain Insight into the Foundations of Pricing in SAP CRM

Wed, 4 Nov 2009 12:01:56 EST

Learn tips and tricks on how to navigate through important configuration settings and functions that make up pricing in SAP CRM, which is an important functionality that drives sales processes in various SAP systems.

SAP CRM 7.0: Enhance SAP CRM Business Objects to Create Custom Workflows

Thu, 22 Oct 2009 11:28:30 EST

Standard business object types allow you to build workflows based on their functionality. However, you might encounter situations in which the available functionality of the objects does not fit your organization�s needs. Learn how business object types can be enhanced in SAP CRM 7.0 to support your specific business requirements for automated SAP Business Workflow processes.

SAP CRM 7.0: Three Enhancements to the CRM WebClient UI Framework

Fri, 16 Oct 2009 14:03:58 EST

Gain insight into three of the new CRM WebClient UI features and tools that come with SAP CRM 7.0 and enhance usability and efficiency.

Quick Tip: Enhance Screens Effortlessly in SAP CRM 7.0

Mon, 12 Oct 2009 16:59:52 EST

The new CRM WebClient UI introduced in SAP CRM 7.0 offers a flexible and adaptable user interface that enables companies to deploy the application more rapidly. Professionals with little or no technical experience can now make changes to screen layouts without requiring any programming. The new user interface can expedite the design and prototype of a solution, consequently reducing the implementation time for SAP CRM applications.

Quick Tip: Route Ticket Dispatches and Escalations Automatically

Mon, 5 Oct 2009 15:41:17 EST

In this excerpt from John Burton�s SAP PRESS book, Maximizing Your SAP CRM Interaction Center, discover one of the ways that the Rule Modeler can be used within the SAP CRM Interaction Center: to route service tickets to the responsible agent or agent group.

Ensure Consistent Customer Service with Interactive Scripts

Mon, 5 Oct 2009 15:31:50 EST

In this excerpt from John Burton�s SAP PRESS book, Maximizing Your SAP CRM Interaction Center, learn about interactive scripts and how they can help your agents provide your customers with the best and most consistent customer service experience possible.

Prevent a Data Disaster with Backup, Restore, and Recovery Strategies

Fri, 25 Sep 2009 9:16:49 EST

Review some best practices that should be adopted when you plan and implement a strategy for data protection in an SAP CRM system landscape.

Adopt Data Management Strategies to Optimize SAP CRM 7.0

Tue, 25 Aug 2009 13:30:33 EST

Effective data management and appropriate configuration settings go a long way to combat the effect that high data growth in database tables has on system performance. Learn how to manage SAP CRM tables that are vulnerable to high volume data growth by leveraging data management best practices and customization settings to enhance the performance of your SAP CRM 7.0 system.

Quick Tip: Verify Email Campaign Executions

Mon, 24 Aug 2009 12:00:53 EST

After you build a target group and execute an email campaign, you want to be sure the process ran correctly. Follow these steps to include an internal email address in your target group so that you receive the campaign in the same way as your external recipients.

SAP CRM 7.0: Take Advantage of Web 2.0 Technologies in the CRM WebClient UI

Wed, 19 Aug 2009 13:38:53 EST

Web 2.0 has become an integral part of the CRM WebClient UI in SAP CRM 7.0. Three Web 2.0 concepts in particular, AJAX, widgets, and drag and drop, illustrate the use of state-of-the-art Internet technology in the CRM WebClient UI.

Customize the Layout of the Interaction Center Context Area in SAP CRM 7.0

Wed, 12 Aug 2009 14:36:26 EST

Learn how to easily change the default branding (brand logo and message) and layout of the context area in the Interaction Center with SAP CRM 7.0 using simple configuration � without any code modification.

Take Advantage of New Sales and Service Functionality in SAP CRM 7.0

Wed, 29 Jul 2009 13:32:44 EST

Discover how upgrading to SAP CRM 7.0 can provide you with new tools to help your sales and service teams. Additions in this release include the ability to display expired contracts and the ability to create ERP quotes.

Quick Tip: Strategies for Accessing the CRM WebClient UI

Fri, 24 Jul 2009 15:12:32 EST

You have different options when it comes to launching the CRM WebClient UI and then launching the correct business role. Most options apply to both SAP CRM 2007 and the newer SAP CRM 7.0. Knowing when each option should be used simplifies testing and support.

A Roadmap to Success for Your CRM Projects

Tue, 14 Jul 2009 12:12:10 EST

Before setting out on an implementation of SAP CRM, consider crucial tips, tricks, and lessons learned in this excerpt from George Fratian�s SAP PRESS book Planning Your SAP CRM Implementation.

Going Global? Update Your Web Shop Text Fields in 10 Minutes Without Modifying Source Code

Mon, 22 Jun 2009 9:40:40 EST

A small enhancement to the SAP E-Commerce text process allows you to make it easier to adjust static Web text, such as the text on buttons. This gives you the opportunity to implement a custom translation process that fits your individual requirements, enabling global companies to provide the same Web experience to all customers, regardless of language.

Increase the Effectiveness of Your Marketing Campaigns with Deduplication

Tue, 9 Jun 2009 11:22:23 EST

SAP CRM Marketing allows you to build target groups so that you can send campaigns to large distribution lists. A deduplication method ensures that each business partner is contacted just once for any given campaign.

Easily Assess Your IC Agents� Performance with Audio Interaction Records

Fri, 5 Jun 2009 17:50:03 EST

See how you can enhance your communication management software integration with Interaction Center to associate a call recording file with the corresponding interaction record in the activity clipboard. With this enhancement, you can play the recording by clicking a link in the activity clipboard.

How Companies Use Service Management to Increase Revenue and Retain Customers

Wed, 3 Jun 2009 16:27:28 EST

Find out how companies are using different service delivery models � including service contracts and product service letters � to transform their service processes to maximize service revenues. In addition, take a look at service billing using CRM Billing and contract entitlements before and after service is provided.

Prevent Unwanted Changes to Sales Documents and Avoid Unhappy Customers

Wed, 27 May 2009 13:38:49 EST

make sure that sales quotations remain unchanged after you send them to your customer, you can set up SAP CRM to lock the sales quotation document for changes after the document is released. This ensures that the logistics and billing processes are followed according to the quotation copy sent to the customer.

Ask the CRM Expert: Customize the Standard Toolbars in SAP CRM 2007 and 7.0 for Quick Access to Actions

Thu, 30 Apr 2009 14:26:35 EST

You can enhance the standard toolbars in the new CRM WebClient UI overview pages to add new buttons to incorporate your own functionality, such as a print button. Find out the six steps you need to take to customize your SAP CRM toolbars.

Avoid Pitfalls When Setting Up the Agent Inbox in SAP CRM 2007

Tue, 28 Apr 2009 14:22:24 EST

The agent inbox in SAP CRM Interaction Center can be a centralized location to receive customer and supplier emails. An incoming email triggers a standard workflow, which routes the workflow object to your agent inbox. Find out the client-independent and client-dependent settings you need to make this work.

Quick Tip: A Simple (and Inexpensive) Way to Filter Your Customer List

Tue, 14 Apr 2009 13:51:47 EST

If you want to view a list of customers who have a common attribute across product lines (e.g., a service plan), you can use existing filters in Segment Builder to sort your customers. This can often be a less expensive alternative to development and configuration.

3 Ways to Adjust the Marketing Planner Interface to Meet Your Needs

Wed, 8 Apr 2009 15:31:24 EST

Find out advanced methods to configure the screen layout and field properties on marketing plans and campaign documents by changing settings in Marketing Planner. In addition to the basic personal settings, you can also use modifiable and influencing fields as well as the CRM_MKTPL Business Add-In.

Case Study: SAP CRM 2007 Helps Crestron Electronics Improve the Efficiency of Its Customer Returns Process

Fri, 27 Mar 2009 14:17:18 EST

Whether you are using an earlier version of SAP CRM or another legacy CRM system, conducting an upgrade to SAP CRM 2007 requires thorough planning. Find out how Crestron Electronics moved from a three-system service landscape (without any integration among systems) to a more efficient SAP ERP and SAP CRM service landscape. Review the six-phase roadmap and see how Crestron�s customer returns processes changed by incorporating SAP CRM 2007.

Quick Tip: Hidden XCM Features Minimize Manual Web Channel Application Setup

Thu, 26 Mar 2009 9:49:22 EST

Find out how to simplify and speed up the setup of multiple Web Channel applications using the download and upload capabilities within Extended Configuration Management (XCM). Using XCM download and upload features helps you quickly set up multiple SAP CRM Web Channel applications for E-Selling or E-Service scenarios.

Activate Central Search Functionality in SAP CRM - It's Easier than You Think

Fri, 20 Mar 2009 15:53:39 EST

Learn how you can activate the central search functionality in the CRM WebClient UI in SAP CRM 2007 without the need for portal integration.

Align Employee Business Partner Master Data Between SAP HR and SAP CRM

Thu, 26 Feb 2009 11:27:04 EST

nizations that have both SAP ERP Human Capital Management (SAP ERP HCM) and SAP CRM can set up their systems to share employee master data, thereby eliminating dual maintenance of employee data, master data errors, and inconsistencies. Follow step-by-step through the process from activating integration in SAP ERP HCM to replicating the employee master data from SAP ERP HCM to SAP CRM.

SAP ICM Expands Your Commissions Possibilities to Enhance Sales Team Motivation

Mon, 16 Feb 2009 16:50:12 EST

One way to improve competitiveness is to implement incentive models that are tailored to specific business drivers. SAP Incentive and Commissions Management (ICM) provides an integrated platform to help you meet these requirements. Find out how to configure SAP CRM and SAP ERP Central Component to use ICM with your sales team.

Quick Tip: Use Conditions in Mail Forms to Customize Email Content

Tue, 10 Feb 2009 13:10:48 EST

Find out how to easily customize the content of outbound email campaigns. You can use this technique to control the content of your outbound email messages based on any business partner field or marketing attribute.

Easy as 1-2-3: Set Up New Product Attribute Views in Just Minutes

Tue, 3 Feb 2009 16:33:30 EST

Take advantage of new functionality in the CRM WebClient UI in SAP CRM 2007 and SAP CRM 7.0 that allows you to quickly generate the views for new product attributes. You can do it in just three basic steps.

Quick Tip: BI Navigational Attributes Enable Dynamic Relationship Reporting

Thu, 22 Jan 2009 13:49:42 EST

In SAP NetWeaver Business Intelligence, navigational attributes allow you to support a dynamic organizational structure in SAP CRM areas such as Territory Management. See how your business intelligence team can use this type of master data attribute with your SAP CRM data, giving you more reporting options.

ERMS Email Escalation Notifications Help Prevent Frustrated Customers

Thu, 22 Jan 2009 13:49:35 EST

Learn how to configure SAP CRM to send automatic email notifications to your contact center supervisor when the initial response time for a customer email in the queue has been exceeded.

Interactive Report Wizard: Simple Reporting in a Flash

Thu, 22 Jan 2009 13:49:27 EST

Find out how you can use the new interactive report wizard, available in SAP CRM 2007, to create and share basic reports directly from SAP CRM.

Quick Tip: Make Your Online Sales Screens Your Own

Thu, 22 Jan 2009 13:49:19 EST

Ensure that your users can easily read through your online sales screens by labeling fields with your own company-specific terminology, such as changing �sales group� to �sales block.� All it takes is a few simple steps.

Part 2: Drive Service Revenue Through Service Contract Management

Thu, 22 Jan 2009 13:48:56 EST

Service contract management in SAP CRM 2007 can address the needs of many diverse service contract scenarios. The various applications of service contract management are useful for driving revenue in an increasingly service-oriented business environment. Find out what the key business drivers are for service contract management and learn about the different components that comprise it.

Seamlessly Create and Send Data from SAP Interactive Forms by Adobe to SAP CRM 7.0 via Email

Thu, 22 Jan 2009 13:48:44 EST

Gain insight into how you can build lean offline scenarios with SAP CRM 7.0 and SAP Interactive Forms by Adobe. Learn how to use the new CRM via E-Mail tool set to extract and send business data from an Adobe Form to the SAP CRM system via email and see how the system processes this automatically.

Quick Tip: Use the Postprocessing Desktop to Solve Data Transfer Errors

Thu, 22 Jan 2009 13:48:34 EST

Learn how to find and repair errors when using Customer/Vendor Integration (CVI) by using the Postprocessing Desktop in SAP ERP Central Component.

Enable Cross-System Access in SAP CRM � Without Portals

Thu, 22 Jan 2009 13:48:26 EST

SAP NetWeaver Portal allows you to access Web sites and other systems from within SAP CRM. Find out how the transaction launcher enables this functionality in systems without SAP NetWeaver Portal implemented.

How to Create Custom Filters for Segment Builder

Thu, 22 Jan 2009 13:48:19 EST

SAP CRM Marketing allows you to filter your business partner database to send email campaigns to any target group. Learn how to create custom filters so that you can segment contacts based on virtually any selection criteria.

Automatically Move Business Partners, Customers, and Vendors from SAP CRM to SAP ECC

Thu, 22 Jan 2009 13:48:09 EST

Create business partners, customers, and vendors in SAP ERP Central Component starting from SAP CRM. Then ensure that the data stays updated in both systems. The process involves the use of middleware and Customer/Vendor Integration functions. The combination of the two functions provides the total end-to-end solution.