Hello,
The distintion betwen ICSS and Internet Sales is simply that one is used for 'Service' and the other for 'Sales'. Both solutions offer automated online access. If the customer has a problem with eitehr ICSS or Internet Sales, the customer can be directed to the Interaction Center where an agent or customer service representative can assist the customer in person. An organization might first drive users to the internet options because they are lower cost.
ICSS, or Internet Customer Self Service is a web-enabled 'Service' solution. ICSS is part of mySAP CRM E-Service, a solution that provides Web self-service applications that extend access to enterprise knowledge and service processes on the latest Java-based platform. Businesses can offer their customers a personalized and effective Web experience by empowering them to solve their product-related problems, manage their installed base of products and services, and initiate support, through a variety of communication channels.
Internet Sales on the other hand is web-enabled 'Sales' solution. With SAP Internet Sales, you can run your complete sales process on the Internet -- without the need for a CRM deployment. You can also develop and manage an effective online sales catalog. And provide customers with online product configuration, easy-to-use shopping basket features, product availability checks, secure transactions, order status and tracking, and after-sales service. All in one easy-to-use environment.
Best Regards,
John
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