Blogs

Kimberly Davis

Kimberly Davis SAP Employee
Company: SAP
RSS 1.0 Feed for SAP Weblogs by this person.

Kimberly Davis works within the SAP CRM space in Product Management for the Interaction Center. A former SAP CRM consultant and customer, Kim is glad to work with SAP CRM customers to engage together in the process of developing future releases of the product. Lately, Kim has been very interested in social networks and other web 2.0 technologies. Applications and technologies like Twitter, RSS, and others prove that the power of information sharing and collaboration within a company can improve customer satisfaction, customer loyalty, and increase sales.

SAP CRM Interaction Center 7.0 Performance Topics: Where to Start
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. Oct. 2, 2009
Comments: 0   Rank: 10633   Page Views: 841  (Stats updated nightly)

SAP CRM 7.0 Interaction Center Agent Inbox Enhancements - Video Blog
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.  Jul. 2, 2009
Comments: 0   Rank: 10522   Page Views: 818  (Stats updated nightly)

SAP CRM 7.0 Interaction Center Agent Inbox Enhancements
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.  Jun. 25, 2009
Comments: 2   Rank: 1964   Page Views: 5007  (Stats updated nightly)

SAP CRM 7.0 Service Tickets and Service Requests: Frequently Asked Questions
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. Mar. 24, 2009
Comments: 4   Rank: 1196   Page Views: 6358  (Stats updated nightly)

SAP CRM 7.0 Multi Chat for Interaction Center
Check out my video clip on multi chat capabilities in CRM 7.0 for the Interaction Center.  Nov. 21, 2008
Comments: 2   Rank: 613   Page Views: 7839  (Stats updated nightly)