SAP CRM 7.

0 EHP 3 SP
4

Release Notes

Checklist

Alerts

Multichannel Integration
SAP Multichannel Foundation 2.0 for SAP CRM
Mapping SAP CRM Campaign Status to SAP ERP Promotion Status
SPRO -> Customer Relationship Management -> under Marketing ->
Marketing Planning and Campaign Management -> Basic Data -> Map SAP
CRM Campaign Statuses to SAP ERP Promotion Status

SAP Multichannel Foundation 2.0 for Multichannel Transaction

SPRO -> Customer Relationship Management -> Interaction Center Web
Client -> Industry Specific Functions -> Integration with SAP Retail ->
Multichannel Transactions

Interaction Center

Interaction Centre
Social Media Integration in Interaction Centre
[CRM_SMI_INBOX]
Social Media Integration in Interaction Centre 2
[CRM_SMI_INBOX_2 ]
Social Media Integration in Interaction Centre 3
[CRM_SMI_INBOX_3 ]
Text Message Integration in Interaction Center
[CRM_SMS]

Social Media Integration in Interaction Centre

[CRM_SMI_INBOX]
Retrieve posts from social media channels, reply to posts, analyze
post sentiment, and map social media users to accounts in SAP
CRM.
Trigger follow-up business actions, such as creating service
requests in SAP CRM.
SAP CRM enables you to use social media to provide customer
service and support.
Using the business function Social Media Integration in Interaction
Center, you can listen to and engage with your customers through
the social media that they use to communicate with their peers.
Path
Customer Relationship Management -> under Basic Functions -> Social
Media

Social Media Integration in Interaction Centre 2

[CRM_SMI_INBOX_2 ]

Path
Customer Relationship Management -> under Basic Functions
-> Social Media

Social Media Integration in Interaction Centre 3

[CRM_SMI_INBOX_3 ]

Path
Customer Relationship Management -> under Basic Functions
-> Social Media

Text Message Integration in Interaction Center [CRM_SMS]

Using this business function you can send message

notifications to your customer when a sales order action
is triggered.
Define templates for sending text messages, preview
text and test the sending function.
Inbox Search can be used to search for and resend
messages.
Path
Customer Relationship Management -> under Basic Functions
-> Text Messages

SAP CRM Analytics

SAP CRM HANA Live Reporting

Predefined Reporting performed by the key user
Execute reports as key user
Path
Customer Relationship Management -> under CRM Analytics
-> Define Value Expressions

Predefined Reporting performed by the key user

SAP HANA Live Query
Layout Selection, Eg: Chart Above Table
Selection of Chart Type, Eg: Line Chart
Parameter and filter values to restrict report according to
entered values.
Define which fields to be displayed in the report using
table layout.
Sort in ascending or descending order
Assign report to user roles and work centers
Release report to specific users and organizational units

Execute reports defined by key user

Choose different layout
Choose different chart type
Change parameter value incase there are no default
values defined
Delete or add filter and change default filters
Change of delete fields displayed in the table
Change the sort order of the fields

Master Data

Linking ERP SD Documents in SAP

CRM
Interaction center agent receives a call and creates a
link from service request in SAP CRM to ERP quotation.
Afterwards the IC Agent can use the service request link
in SAP CRM to navigate to ERP quotation without
opening a different system.
Path
Customer Relationship Management -> Transactions -> Basic
Settings Define Object Reference Profile