http://www.sdn.sap.com/sdn/weblogs.sdn?blog=/pub/u/251909243 SAP Developer Network SAP Weblogs by Kimberly Davis © Copyright 2009 SAP. All rights reserved. SAP.com en-us http://weblogs.sdn.sap.com/pub/wlg/16051 Goal of this blog: to address where to begin if you are concerned about any perceived system performance optimization related issues while using Interaction Center functionalities or transaction processes. Another goal is to inform SAP customers of a OSS (Online Support Service) component to use for any customer messages specifically for performance concerns which is offered as part of SAP’s Enterprise Support. Kimberly Davis Business Process Expert, CRM en-us 2009-10-02T08:17-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/14886 Goal of this video blog: To communicate enhancements of the Interaction Center Agent Inbox in SAP CRM 7.0. The Interaction Center Agent Inbox is an integral part of customer interaction processing for agents. The Agent Inbox allows for searching and processing of transactions, such as Service Orders, Sales Orders, Interaction Records, and workflow items such as e-mail, that an agent may process throughout his or her day. Kimberly Davis CRM en-us 2009-07-02T06:29-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/14822 The Interaction Center Agent Inbox is an integral part of customer interaction processing for agents. The Agent Inbox allows for searching and processing of transactions, such as Service Orders, Sales Orders, Interaction Records, and workflow items such as Email, that an agent may process throughout his or her day. For some agents processing via the Agent Inbox can be part of their daily tasks, but for many sales folks, technical support agents, or customer care experts, the Agent Inbox is the main tool for processing. For example, agents who may be in Email only queues, may continually process emails from the Agent Inbox. Therefore the logic and usability of the Agent Inbox is very important to users who need to be able to do their jobs well and efficiently. The Interaction Center enhancements in SAP CRM 7.0 improve upon existing Agent Inbox functionality. Kimberly Davis Business Process Expert, CRM en-us 2009-06-25T13:44-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/13666 Many SAP CRM customers are aware of a transaction called the Service Ticket. Lately, however, customers have been hearing about the Service Request transaction, and are wondering how this fits into SAP CRM’s Service and/or Interaction Center offering, and also, how it relates to the Service Ticket. Hopefully this blog will address the most commonly asked questions for our customers using Service Tickets, and also those customers thinking about implementing or upgrading SAP CRM and using a service scenario and considering Service Requests. Kimberly Davis Business Process Expert, CRM en-us 2009-03-24T06:10-08:00 text/html © Copyright 2009 SAP. All rights reserved. SAP http://weblogs.sdn.sap.com/pub/wlg/11953 Check out my video clip on multi chat capabilities in CRM 7.0 for the Interaction Center. Kimberly Davis CRM en-us 2008-11-21T12:04-08:00 text/html © Copyright 2008 SAP. All rights reserved. SAP