1. Account Identification in CRM 7.

0
we can search & display from Company code & BackEnd client
Can identify multiple account holders i.e. on behalf. Also we can assign partner behalf also.
Search account i.e. from Ibase and Vendor Invoice also.

2. Account Management
User can search the account or create an account without leaving the current page.
Also we can create contact person here with the account.

3. Account identification in financial accounting scenario
We can identify customer from Invoice and from there we can direct create a Service request.
All the invoice details will be copied to service request. Also we can check the invoice in ECC
from launch transaction.

4. Assignment block position on screen.
User can Drag and Drop the assignment block top or down on screen. It's more flexible where
we can put mostly needed block on Top.

5. Showing Icon on the toolbar.
Here we can show Icon/text or both. It will be show near Hang, hold button.

6. Address validation & duplicate Check
Here we can use CRM ability or third party tools can be integrated. It will check duplicate with
address also it can also tell similarity level i.e. 79% similar to current partner.

7. Agent Inbox Enhancement
for daily searches we can use the functionality. Wherein it will have saved searches. I.e. Ticket
open in last 15 days. It can save the time. the view will also have Table view or tree view of
search result. The search results can be exported to Excel sheet from search. We can
Add/remove columns which we want to use. It has a capability to represent the search in PIE
chart/Bar Chart.

8. Approval Process with IT service Management
Approval Process can be defined and accordingly procedure and Partners will be triggered.
workflow will be triggered and person will be informed.

9. Broadcast message
With a distribution list message will be sent with Priority High/normal. Here, Distribution list
can be copied to a new list and edited. Also we can track all the messages which are sent and
Expired.

10. Communication Enabled Business Processes
It provides the functionality where other employees who are not from Interaction centre can
take a call on their system using CEBP.

11. Automatic Sales Contract Determination in Orders
Here contract will be determined automatically as soon as item entered if determination is
active.

12. National Address version
The UI can loaded language depending on user. It will show navigation bar in the selected
language.

13. Calendar
CRM calendar will show the view in monthly/weekly view. The items in calendar can be dragged
and dropped for increasing/reducing the time.

14. Call transfer
When call is received and account is identified, while doing call transfer it will sent the
confirmation to next person that account is already confirmed and it will show the customer
details. ( 7.0 ehp1)

15. CAD alert
CAD Rule policy can be defined and the agent can be notified with Order number or other
details as soon as call is transferred to him.

16. Groupware Integration
MS outlook or Lotus notes can be integrated with SAP CRM agent Email.

17. Interactive Scripting
Visual tool is provided for Scripting. It will guide agents to take calls.

18. Knowledge Management
Insure availability, consistency & accuracy of information. Knowledge articles can be created.

19. Mail forms in ERMS
Mail forms can be created with Text elements with conditions. Conditions will decide that it
should be visible to which recipient. Documents can also be attached. Same mail form can be
used later by other agents to save time.

20. Multi chat option
At a time multiple Chat session can be processed using contact center simulator.

21. Resource planning with ADOBE form
With SAP Interactive Forms by Adobe it is more convenient for resources who will get all the
required info in a form.

22. Account overview
Two more assignment block have been introduced here. Now validity date can be entered with
Contact person. It's possible to see the history of contact person in account and it will show
current contact and inactive contacts.

23. Checklist
Service orders can have Checklist which will provide work instructions.

24. Interactive Reporting
With the enhanced capabilities of CRM Reporting can be done in CRM also.


25. Installed base can be compared.
We can compare two installed base or two timestamps of the same Installed base.


26. Rule Policy ERMS
Many customer implement rule policies which sometimes makes it nasty. Here it shows
relationship in graphical overview.

27. Service Analytics
Analytics achieve a customer-centric environment by providing information that is timely,
accurate, and readily shared among different groups. With dashboard it gives chart to service
manager with High, very high & open service requests. Reports can be generated for better
decision making.

28. Shared Tools
Information can be shared easily with this tool. It's a central sharing tool which can be opened
from any screen of CRM. Reports, Tags can be shared to manager or colleague.
29. Time recording
Service Employee can book the time he/she has spent for processing on particular service
ticket.