8/10/2019 CRM Teleservice

1/4

CRM Teleservice

ContentsCRM Teleservice: Configuration Guide............................................................................................1

1 Purpose..................................................................................................................................1

2

Preparation .............................................. .................................................. ............................ 1

2.1 Prerequisites ............................................. .................................................. ....................1

2.2 SAP Notes.......................................................................................................................2

3 Configuration ........................................... .................................................. ............................ 2

3.1 Business Process Configuration ......................................... ............................................ 2

3.1.1 Transaction Settings for IC scenarios ........................................... ............................ 2

3.1.1.1 Defining Transaction Type .................................................. ............................ 2

3.1.1.2 Defining Item Category Determination............................................................3

3.1.1.3 Assigning Partner Functions to Business Transactions..................................4

CRM Teleservice: Configuration Guide

1 PurposeThis configuration guide provides the information you need to set up the configuration of thisbuilding block manually.

Please be aware that the content of this guide is based on CRM 5.0, SP04.

2 Preparation2.1 PrerequisitesBefore starting with the installation of this building block, please have a look at thedocument Quick Guide to Installing SAP Best Practices for CRM .

The building block CRM Teleservice contains basic steps which are basic for theconfiguration of any Interaction Center Service scenario.

In case of using an ECC system as backend system please make sure that you havesuccessfully set up the relevant sections of the following building blocks:

B01 - CRM Generation

C71 - CRM Connectivity

B09 - CRM Customizing Replication

C03 - CRM Master and Transaction Data Replication

Before starting with the installation of this building block please make sure that you havesuccessfully set up the relevant sections of the following building blocks:

C01 - CRM Organizational Model

C10 - CRM Central Master Data

C13 - CRM Service Master Data

8/10/2019 CRM Teleservice

2/4

8/10/2019 CRM Teleservice

3/4

8/10/2019 CRM Teleservice

4/4

3.1.1.3 Assigning Partner Functions to BusinessTransactions

UseThe purpose or this activity is to define in which partner functions the identified customer, or ifnecessary the contact person and the Interaction Center Agent should be used in thebusiness transaction.

PrerequisitesThe required transaction types have been created.

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management Interaction CenterWebClient Business Transactions Assign PartnerFunctions to Business Transactions

2. Choose New Entries .

3. Enter the following settings:

Trans.Type Customer PartnerFunction

Contact PartnerFunction

Agent Partner Function

YSVO 00000001Sold-to Party

00000015Contact Person

00000056Service Employee Group

YTSV 00000001Sold-to Party

00000015Contact Person

00000056Service Employee Group

4. Save your entries.

ResultAll required partner functions have been assigned to transaction types.