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SAP CRM 7.0 Interaction Center Agent Inbox Enhancements - Video Blog
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Click on the screen shot below for a video showing 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.
For an introduction to the SAP CRM Interaction Center Agent Inbox, please read the blog by my colleague Cathy Ma here.
For a blog of SAP CRM 7.0 Interaction Center Agent Inbox enhancements, click here.
Kimberly Davis is a Product Manager for SAP CRM's Interaction Center and a fan of web 2.0 and what it's doing for our industry.
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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.
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 are in e-mail 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 the existing Agent Inbox functionality to make transaction and email processing easier and more efficient for agents.
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