crm7.0 whats new compare t0 6.0.docx

8/10/2019 crm7.0 whats new compare t0 6.0.docx

1/5

1. Account Identification in CRM 7.0

we can search & display from Company code & BackEnd client

Can identify multiple account holders i.e. on behalf. Also we can assign partner behalf also.

Search account i.e. from Ibase and Vendor Invoice also.

2. Account Management

User can search the account or create an account without leaving the current page.

Also we can create contact person here with the account.

3. Account identification in financial accounting scenario

We can identify customer from Invoice and from there we can direct create a Service request.

All the invoice details will be copied to service request. Also we can check the invoice in ECC

from launch transaction.

4. Assignment block position on screen.

User can Drag and Drop the assignment block top or down on screen. It's more flexible where

we can put mostly needed block on Top.

5. Showing Icon on the toolbar.

Here we can show Icon/text or both. It will be show near Hang, hold button.

6. Address validation & duplicate Check

Here we can use CRM ability or third party tools can be integrated. It will check duplicate with

address also it can also tell similarity level i.e. 79% similar to current partner.

7. Agent Inbox Enhancement


2/5

for daily searches we can use the functionality. Wherein it will have saved searches. I.e. Ticket

open in last 15 days. It can save the time. the view will also have Table view or tree view of

search result. The search results can be exported to Excel sheet from search. We can

Add/remove columns which we want to use. It has a capability to represent the search in PIE

chart/Bar Chart.

8. Approval Process with IT service Management

Approval Process can be defined and accordingly procedure and Partners will be triggered.

workflow will be triggered and person will be informed.

9. Broadcast message

With a distribution list message will be sent with Priority High/normal. Here, Distribution list

can be copied to a new list and edited. Also we can track all the messages which are sent and

Expired.

10. Communication Enabled Business Processes

It provides the functionality where other employees who are not from Interaction centre can

take a call on their system using CEBP.

11. Automatic Sales Contract Determination in Orders

Here contract will be determined automatically as soon as item entered if determination is

active.

12. National Address version

The UI can loaded language depending on user. It will show navigation bar in the selected

language.

13. Calendar


3/5

CRM calendar will show the view in monthly/weekly view. The items in calendar can be dragged

and dropped for increasing/reducing the time.

14. Call transfer

When call is received and account is identified, while doing call transfer it will sent the

confirmation to next person that account is already confirmed and it will show the customer

details. ( 7.0 ehp1)

15. CAD alert

CAD Rule policy can be defined and the agent can be notified with Order number or other

details as soon as call is transferred to him.

16. Groupware Integration

MS outlook or Lotus notes can be integrated with SAP CRM agent Email.

17. Interactive Scripting

Visual tool is provided for Scripting. It will guide agents to take calls.

18. Knowledge Management

Insure availability, consistency & accuracy of information. Knowledge articles can be created.

19. Mail forms in ERMS

Mail forms can be created with Text elements with conditions. Conditions will decide that it

should be visible to which recipient. Documents can also be attached. Same mail form can be

used later by other agents to save time.


4/5


5/5

Information can be shared easily with this tool. It's a central sharing tool which can be opened

from any screen of CRM. Reports, Tags can be shared to manager or colleague.

29. Time recording

Service Employee can book the time he/she has spent for processing on particular serviceticket.

crm7.0 whats new compare t0 6.0.docx

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