493 results

  1. ERMS Under the Hood: Configuration Tasks and the Service Manager Profile

    See how E-Mail Response Management System (ERMS), a standard mySAP CRM tool, allows you to route your incoming emails using Rule Modeler and Category Modeler. By using predefined rules with ERMS, you can set up your system to handle these emails without using ABAP coding. Also learn how ERMS can reply to certain types of…...…
  2. ERMS Email Escalation Notifications Help Prevent Frustrated Customers

    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. Key Concept The E-Mail Response Management System (ERMS) capabilities of SAP CRM allow you to escalate customer emails that are not processed within a…...…
  3. Ask the HR Expert: What’s the Difference Between Long- and Short-Term Documents in Report RPUAUD00?

    You have two ways to track and report on changes to infotype and field data. Long- and short-term documents allow you to report on infotype changes in report form or to track changes to specific fields in combination with other fields. However, SAP’s use of “long term” and “short term” has a different meaning than…...…
  4. Use Email Forms in ERMS to More Effectively Reply to Customer Messages

    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. Key Concept The Email Response Management System (ERMS) is a tool that provides functionalities to…...…
  5. Demand Sensing Improves Short-Term Demand Forecasting at Arla Foods

    Most organizations today are somewhere along the journey toward becoming a digital business, with meeting high expectations for the customer experience a central driver. One of the keys to creating an exceptional experience is the ability to access data in back-end systems in real time, which means that robust integration is critical. This article introduces…
  6. Enterprise Role Management — The Way to Compliant Role Design

    Enterprise Role Management helps streamline your role design process with a pre-defined, customizable design methodology that guides you through role definition, authorization maintenance, risk analysis, role approval, and role generation in your SAP back-end systems. It also ensures Sarbanes-Oxley compliance of your roles. Key Concept Enterprise Role Management is a capability of SAP BusinessObjects Access…...…
  7. Improve Your Response to Emails with Web Forms

    By providing a structured Web-form interface for customers, rather than allowing them to send free-form emails, organizations can greatly increase the ability of E-Mail Response Management System to correctly process emails. Key Concept A Web form is an Internet application designed to resemble a real-world paper form. It normally resides on an organization’s corporate Web…...…
  8. Long-Term Support of Rich Internet Applications: What You Need to Know to Be Successful

    Understand the pros and cons of using a Rich Internet Application (RIA). See what’s involved with enhancing these applications and fixing issues when they arise after the initial rollout. Rich Internet Applications (RIAs) are becoming increasingly popular as an alternative to the standard SAP CRM WebUI. This is because there are several advantages to using…...…
  9. Case Study: Learn how Arla Foods integrated SAP IBP Demand Sensing in Short-term Demand Planning

    Demand sensing is a concept for capturing and modelling various big data demand signals into intelligence to foresee short-term sales demand patterns and demand changes to proactively adapt your operational supply chain planning. Reduction of scrap, increased customer service levels, lower inventories, improved replenishment decisions and reduced time spent by the planners are the business…
  10. 3 Pillars for long-term automation success

    Automation is not a short-term project, but a long-term strategy. Ensuring consistent success and benefits requires that companies establish solid institutional foundations to drive automation governance, criteria for measuring success, and continuous improvement. To make the path ahead clear, 3 Pillars for Long Term Automation Success helps participants unlock their organization’s potential and turn automation…