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SAP Contact Center Integration to SAP CRM And Social Media

Apr 04, 2017 at 07:38 AM

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Former Member

Good day

One of our clients is on SAP CRM 7 On-Premise edition and is looking into integrating it to SAP CCtr 7 SP10.

We understand that as from SAP CRM 7 EHP3 you can integrate your CRM On-Premise solution with social media.

The Client would like to know if there are any planned SP releases to have the social media channel handled in SAP Contact Center. E.g. A Facebook post gets pulled into SAP CRM, placed in a SAP CCtr Queue for auto-allocation.

Your response on this matter will be highly appreciated.

Kind Regards,

Lopedius

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2 Answers

Jukka Suhonen
Apr 11, 2017 at 07:10 AM
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Hi Lopedius,

By my understanding the funtionality you are requesting already exists. The case is that this social media integration is add on to CRM if I have understood right and once you have social post in CRM you can use PUSH method to give routing task to CCtr.

Let me know if you have any further questions.

Br,
Jukka

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Dawood Hla Shwe Apr 23, 2017 at 02:52 PM
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Ho Lopedius,


I think this question is more related to SAP CRM, rather than CCtr. In integrated scenario, CCtr does not care what is representing the Action Item which is being routed.

So what we miss here is funcionality of SAp CRM, which would push the post through ICI (to SAP CCtr, for example) and when allocated, it would distinguish that this is not email, nor service request (which are now supported in CRM for push) but social media post and display correct workcenter in IC identification screen.

You can do this on project level, however, it would take some effort.

Regards,

Dawood.

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