SAP CRM 7.0 EhP1: Alert and Broadcast Message Formatting
With SAP CRM 7.0 EhP1, you can set formatting for your alert and broadcast message. Dec. 29, 2010
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SAP CRM 7.0 EhP1: Contact Attached Data available for Alert and Rule Modeler
Besides caller number, your contact center may also gather other information from the customer and attach it to the call. We call this information as contact attached data. The agent can leverage the CAD data to do specific work for the customer. Since SAP CRM 7.0 EhP1, Interaction Center agents are able to receive alerts containing CAD data. Dec. 29, 2010
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SAP CRM 7.0 EhP1 - Business Partner Automatic Confirmation in Transfer Scenario
In SAP CRM 7.0 EhP1, the calling customer can be automatically confirmed when it is transferred from another agent and already confirmed.  Dec. 29, 2010
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Alert for Open and In Process Emails in SAP Enhancement Package 1 for CRM 7.0
With SAP enhancement package 1 for CRM 7.0, the agent can view the number of incomplete emails from the calling customer, meanwhile the agent can also be quickly navigated to the emails and continue the customer interaction without delay. This blog shows how this new funtionality works. Dec. 27, 2010
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Introduction to Mail Form in the Interaction Center
This blog explains whithin Intearction Center what mail forms can be used for, how to create a mail form from the editor and how agents can find the assigned mail forms from their agent view. Nov. 3, 2010
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Interactive Scripting Overview
This blog briefly introduces what a script can be used for, how to make an interactive script and how an agent can use it during a customer phone call. Nov. 23, 2009
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CRM in China (Part 2)
This blog describes how it is in the China CRM market since the world financial crisis happened in 2008. Nov. 4, 2009
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Broadcast Messaging Overview
This blog introduces Broadcast Messaging functions in Interaction Center such as sending message, maintaining distribution list, tracking sent logs, and how the message looks like from the Agent's screen. Oct. 26, 2009
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CRM in China (Part 1)
This blog describes the fast but winding development of CRM in China ten years after the CRM concept was first proposed by Gartner. Jul. 1, 2009
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Introduction to the Interaction Center Agent Inbox
This blog will focus on some standard features and functions available with Agent Inbox in CRM 2007.  Jun. 23, 2009
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