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EHP3 for SAP CRM 7.0

April 2014

English

Interaction Center Marketing (C81)

SAP SEDietmar-Hopp-Allee 1669190 WalldorfGermany

Test Script

SAP Best Practices Interaction Center Marketing (C81): Test Script

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Copyright

© 2014 SAP AG or an SAP affiliate company. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

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Contents 1 Purpose................................................................................................................................................................................................................ 6

1.1 Purpose of the Document.............................................................................................................................................................................. 6

1.2 Purpose of Interaction Center Marketing....................................................................................................................................................... 6

2 Prerequisites......................................................................................................................................................................................................... 6

2.1 System Access.............................................................................................................................................................................................. 6

2.2 Roles............................................................................................................................................................................................................. 7

2.3 Master Data, Organizational Data, and Other Data....................................................................................................................................... 7

2.4 Business Conditions...................................................................................................................................................................................... 8

3 Process Overview Table....................................................................................................................................................................................... 9

4 Testing the Process Steps.................................................................................................................................................................................. 11

4.1 Inbound Call Processing.............................................................................................................................................................................. 11

4.1.1 Identify and Confirm Account................................................................................................................................................................ 11

4.1.2 Create and Qualify Lead....................................................................................................................................................................... 13

4.1.3 Optional: Check Customer Interaction History...................................................................................................................................... 14

4.1.4 Optional: Take Notes with Scratch Pad................................................................................................................................................ 16

4.1.5 Wrap Up Interaction.............................................................................................................................................................................. 17

4.2 Outbound Call Processing........................................................................................................................................................................... 18

4.2.1 Generate Call List................................................................................................................................................................................. 18

4.2.2 Assign Call List to Agent(s)................................................................................................................................................................... 20

4.2.3 Select Call List...................................................................................................................................................................................... 22

4.2.4 Optional: Check Customer Interaction History...................................................................................................................................... 23

4.2.5 Optional: Check Account Fact Sheet.................................................................................................................................................... 24

4.2.6 Create Lead by Using Interactive Scripting........................................................................................................................................... 25

4.2.7 Create Interaction Record and Edit Lead............................................................................................................................................. 27

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4.2.8 End Interaction..................................................................................................................................................................................... 28

5 Appendix............................................................................................................................................................................................................. 29

5.1 Process Chains............................................................................................................................................................................................ 29

5.1.1 Preceding Processes............................................................................................................................................................................ 29

5.1.2 Succeeding Processes......................................................................................................................................................................... 29

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Interaction Center Marketing (C81)

1 Purpose

1.1 Purpose of the DocumentThis document provides a detailed procedure for testing the scope item Interaction Center Marketing after solution deployment, reflecting the predefined scope of the solution. Each process step is covered in its own section, providing the system interactions (i.e. test steps) in a table view. Steps that are not in scope of the process but are needed for testing are marked accordingly (see column Test Step). Customer project-specific steps must be added.

Note for the customer project team: Instructions for the customer project team are highlighted in yellow and should be removed before handover to project testers. The appendix is included for internal reference, in particular to support A2O, and should also be deleted before handover to the customer, unless deemed helpful to explain the larger context.

1.2 Purpose of Interaction Center MarketingThis scope item illustrates a typical workflow associated with call center agents for marketing handling inbound and outbound phone calls with customers who show interest for certain products. It gives you a step-by-step description of how a marketing agent processes calls and which functions they can use when processing the call and creating a lead as a result of the customer's call.

This process runs in the SAP CRM Interaction Center Web Client.

2 Prerequisites

This section summarizes all prerequisites for the test in terms of system, user, master data, organizational data, and other test data and business conditions.

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2.1 System AccessThe test should be conducted with the following system and users:

Type of Data Details

System System <Provide details on how to access system, e.g. system client or URL>

Standard User BP IC Agent Marketing User ID IC_AGENT_MKT, password welcome

Standard User BP IC Manager User IC_MAN, password welcome

If the password is invalid, try the password initial.

2.2 RolesFor non-standard users, the following roles need to be assigned to the system users testing this scenario:

Business Role Business Role Id Process Step Sample data

BP IC Agent Marketing YBP_ICA_MKT See Process Overview Table Michelle Dean,User IC_AGENT_MKT password welcome

BP IC Manager YBP_IC_MAN See Process Overview Table Angela Lucata,User IC_MAN password welcome

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2.3 Master Data, Organizational Data, and Other DataThe organizational structure and master data of your company was created in your system during implementation. The organizational structure reflects the structure of your company. The master data represents materials, customers, and vendors, for example, depending on the operational focus of your company.

Use your own master data to go through the test procedure. If you have installed an SAP Best Practices Baseline package, you can use the following Baseline package scenario data:

Data Sample Value Details Comments

Sold-To Party 1 100000 Customer Domestic 00



Contact Person 1 <ID> Monika Ziegler / Frank Bauer

Internal number assignment

Contact Person 2 <ID> Hans Bertolini / Marian Fisher


Contact Person 3 <ID> Sabine Huber / Peter Lemon


Telephone Number 1 +491234444



2.4 Business ConditionsBefore this scope item can be tested, the following business conditions must be met:

Business Condition Comment

1 <ScopeItem_BusinessCondition>

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Business Condition Comment

2 < ScopeItem_BusinessCondition>

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3 Process Overview Table

This scope item consists of several steps provided in the following table:

Process step Business condition Business role Expected results

Inbound Call ProcessingIdentify and Confirm Account Customer calls the Interaction Center IC Agent Marketing Account is identified and confirmed

Create and Qualify Lead Questionnaire IC Agent Marketing Lead is created and qualified

Optional: Check Customer Interaction History

Previous interactions with the customer exist (Activities, Documents)

IC Agent Marketing Information about previous interactions is displayed

Optional: Take Notes with Scratch Pad

IC Agent Marketing Notes are taken during the call

Wrap Up Interaction Lead IC Agent Marketing Interaction Record is created and interaction is ended

Outbound Call ProcessingGenerate Call List Call list for agents needs to be prepared IC Manager Call List is created

Assign Call List to Agent(s) Call List, Organizational Model IC Manager Call List Assignment is assigned to agent(s)

Select Call List Call List has been prepared and assigned IC Agent Marketing Agent processes call list

Optional: Check Customer Interaction History

Previous interactions with customer exist (Activities, Documents)

IC Agent Marketing Information about previous interactions of the customer is displayed

Optional: Check Account Fact Sheet

Account information has been added IC Agent Marketing Information about the account is displayed

Create Lead by using Interactive Scripting

Script is available IC Agent Marketing Lead is created

Create Interaction Record and edit Lead

Interaction record and Lead needs to be updated

IC Agent Marketing Interaction Recordis created and Lead is edited

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Process step Business condition Business role Expected results

Inbound Call ProcessingEnd Interaction Call can be closed IC Agent Marketing End contact

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4 Testing the Process Steps

This section describes test procedures for each process step that belongs to this scope item.

The test should take 1 ½ hours.

4.1 Inbound Call Processing4.1.1 Identify and Confirm Account

PurposeIf there is no Computer Telephony Integration (CTI) established, you first need to identify the customer when processing an inbound phone call.

As an Interaction Center agent for marketing, you process a call of the <Contact Person> of a <Sold-To Party>.

ProcedureTest Step #

Test Step Name Instruction User Entries:Field Name: Value

Expected Result Pass / Fail / Comment

1 Log on Log on to the CRM WebClient as Marketing IC Agent.

CRM IC Web appears with the Identify Account page as default view.

2 Search for Account

In the navigation bar, select the Account Identification area.

Via field Account or Account ID, enter the respective data for the calling <Sold-To Party> and press Enter.

<Sold-To Party> The contact persons and account details appear in display mode in the work area.

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Test Step #



3 Select Contact If there is more than one contact person related to the calling company, select the relevant <Contact Person> from the list below.

<Contact Person>

4 Add New ContactOptional:

If a new contact person calls for the <Sold-To Party> who is relevant for future contacts, you can proceed as follows before confirming the account:

1. After the <Sold-To Party> has been identified, choose button Related to create a new contact person for the account and add the required data (example data shown on the right).

2. Save the new data.

Create Contact Person

Relationship Category: Has Contact Person

Partner Category: Individual Account

Partner Role: Contact Person

ID: <automatically assigned>

Title: Mr.

First Name/Last Name: Marc Interest

Function: 02 (Head of Purchasing)

Department: 0002 (Purchasing)

Telephone / Fax / E-mail Address: <any data>

New contact person has been created.

5 Confirm Account and Contact

Choose Confirm to confirm <Sold-To Party> and <Contact Person>.

The calling business partner has been identified and confirmed.

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4.1.2 Create and Qualify Lead

PurposeThe person calling has heard about our new product and wants some additional information about it. The marketing agent creates a lead and, with input from the caller, fills out a predefined questionnaire.




1 Create a Lead In the navigation bar, choose Lead and select transaction type BP Lead from the dialog box if necessary.

The BP Lead: New overview page appears.

2 Add Organizational Data

If organizational units need to be selected, choose the required data.

Responsible Sales Organization: Direct Sales (BP_SLS)

Distribution Channel: 10 – Direct Sales

Division: 10 – Product Division 10

3 Add Lead Data Add the required data (example details shown on the right).

Description: Information about new product

Start / End Date: <today> / <today + 3 weeks>

Status: Open

Qualification Level: Warm

Priority / Origin: High / Roadshow

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Test Step #



4 Save Choose Save. Lead document created.

5 Add Assessment In the Assessments assignment block, choose Edit for the BP_LEAD_EN questionnaire and add the required data.

Save the assessment.

Questionnaire

Product: Notebooks

No. of Employees: 251 – 500 Employees

Planned Units: 51 – 100 units

Timeframe: <3 months>

6 Save Save your entries. A new lead has been created and a questionnaire has been edited.

4.1.3 Optional: Check Customer Interaction History

PurposeDisplaying the customer interaction history, you can check all previous contacts and documents that have been processed for a certain customer, for example, telephone calls, leads, and orders that have been created, and so on.

You will not find any interaction history for a newly-created business partner, because no interaction has taken place up to now. Check this for an already existing customer.




1 Search for Account

In the navigation bar, choose Account Identification.

The contact persons and account details appear in display mode in

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Test Step #



Via field Account or Account ID, enter the respective data for the calling <Sold-To Party> and press Enter and Confirm.

<Sold-To Party> the work area.

2 Search Interaction History

In the navigation bar, choose Interaction History.

If this is not already done automatically, you can restrict the search for interaction information by entering the required details.

If necessary, you can clear the search fields by choosing Clear.

Choose Search.

Transaction Category: To list all transaction types, do not select anything.

From <Date>to: <Date>

Transaction ID: Number of the transaction

Description: <Description>

Account ID: <Sold-To Party> (The account ID is displayed automatically.)

According to your search criteria the customer interaction history is displayed.

3 Check Interaction History

In the Result list you can now see all previous activities concerning the customer.

From the list, you can select the new lead for further processing.

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4.1.4 Optional: Take Notes with Scratch Pad

PurposeDuring the customer call you can easily take notes on the scratch pad and transfer this information to the interaction record to wrap up the interaction.




1 Open Scratch Pad Choose Scratch Pad to open

the Scratch Pad dialog box.

New Scratch Pad dialog box is opened.

2 Enter note In this text field you can type in any information you receive from the customer during the call.

3 Close Choose Save and Close to close the scratch pad.

You need to close the scratch pad to be able to import the notes into the particular document(s).

The information about a customer’s problem you captured in the scratch pad during the call is available to be copied in the interaction record at a later stage.

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4.1.5 Wrap Up Interaction

PurposeYou can add further information to the interaction record, for example add notes and attachments, or create follow-up activities. In our scenario, we complete the interaction record by transferring the scratch pad content to the interaction record.




1 Access Interaction Record

In the navigation bar, choose Interaction Record.

The Interaction Record page opens.

2 Import Scratch Pad

In the Notes workspace, choose Import Scratch Pad.

The text from the scratch pad is copied to the notes.

3 End To end the interaction with the customer, choose End in the toolbar.

The interaction record has been created and completed.

By choosing End, the agent completely ends the interaction in the system. All open transactions are automatically saved.The agent is ready for the next activity.

4 Log off You can now log off the CRM WebClient UI as Marketing IC Agent.

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4.2 Outbound Call Processing4.2.1 Generate Call List

PurposeIn our scenario the Interaction Center manager first needs to create a call list (based on the available call times of the particular business partner) which will be used by an agent to process his or her outbound calls.

There are three ways to create call lists:

Create call lists via campaign management

Generate call lists directly from business partner call time (periodic call list)

Create empty call lists manually and fill them manually

In the Interaction Center scenarios, you can create call lists directly from business partner call time or manually in the call list distribution application. Call lists created from both campaigns and business partner call time become visible in the call list distribution application (transaction CRMD_TM_CLDIST).

Make sure that all business partners have Calling Hours maintained in master data.




1 Log on Log on to the CRM SAP GUI as Interaction Center Manager.

CRM IC SAP GUI appears.

2 Open New Call List

In SAP CRM Application menu, choose: Interaction Center Supporting Processes Outbound Calling Generate Business Transactions and Call Lists (Transaction: CRMD_CALL_LIST)

The Generate planned call list from BP call times screen opens.

3 Add General Data

On the Generate planned call list from BP call times screen, enter

General

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Test Step #



the required data. Transaction Type: PCAL – Planned Telephone Call (Outgoing)

Processing Horizon from: <today>

Processing Horizon to: <two weeks later>

Business Partner

Business Partner: <Sold-To Party 1> to <Sold-To Party 3>

(use button Multiple selection for data entry)

Use Contact:

Relationship Category: BUR001 Has Contact Person

Scheduling

Standard, based on …:

Business Hours: Calling Hours

Call List

Generate Call List:

Call List Title: BPCL<number>

Interaction Center: <ID. of org. unit SALES

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Test Step #



CALL CENTER>

IC WebClient Script: <script> (in this case, for example, YBP Script)

4 Generate Call List

Choose Execute. You receive a message confirming that 3 activities (planned calls) were generated for 3 business partners in the new call list.

5 Confirm Choose Continue to confirm the message.

Choose Back.

A new call list has been generated.

4.2.2 Assign Call List to Agent(s)

PurposeOnce a call list is created, the IC manager determines which agents or groups of agents will execute the call lists and assigns the call list to them. In our case, the assignment is made to an organizational object to which agents have been assigned. This provides greater flexibility and ease of assigning call lists to particular groups, instead of manually assigning each agent.

After the assignment is made, the agents can view and execute the call list in the Call Lists workspace in the Interaction Center WebClient.




1 Log on Log on to the CRM SAP GUI as Interaction Center Manager.

CRM IC SAP GUI appears.

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Test Step #



2 Access Call List Maintenance

From SAP Application Menu, choose:

Interaction Center Supporting Processes Outbound Calling Call List Maintenance

Call List Maintenance: Display screen is displayed.

3 Select Call List In the Call Lists Name area on the left-hand side, open the Call List Management tree structure and open the substructure of the newly generated call list BPCL<number> which you want to assign.

.

4 Create Assignment

Choose structure item Assignments.

Choose Create Assignment.

A dialog box opens to enter search criteria.

5 Search Organizational Objects

In the dialog box, enter a search term to find the organizational object (position) that you want to assign the call list to and choose Start Search.

Search Term: <AGENT> Search result view is displayed.

6 Select objects Select the position IC Agent Marketing (POS_IC_MKT) and choose Copy.

More than one object can be assigned to a call list. So you can repeat this procedure for each organizational object you want to assign a call list to.

Objects are assigned.

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Test Step #



7 Activate Call List To activate the call list assignment, right-click the structure item BPCL<number> and choose Activate from the context menu.

In the dialog box Select Type of Execution, select Run Synchronously and choose Continue.

You must activate the call list after its generation; otherwise it won’t appear in the Interaction Center environment.

The call list has been activated.

The status of the call list switches from Inactive to Active (see General tab page).

8 Log off Log off from the CRM WebClient UI as Interaction Center Manager.

4.2.3 Select Call List




1 Log on Log on to the CRM WebClient as Marketing IC Agent.

CRM IC WebClient UI appears.

2 Process Call List In the navigation bar, choose Call Lists.

In workspace Available Call Lists,

A new workspace opens containing all business partners assigned to the call list.

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Test Step #



highlight your new call list and choose Display Calls.

If your newly-created call list does not appear, try to deactivate the call list and activate it again in the CRM system (see process step Assign Call List to Agent(s)).

3 Choose an item from the Call List

Highlight the first item of the call list to indicate that you are working on the call.

To display the telephone number of the business partner, choose Account Overview in the navigation bar.

The business partner is automatically confirmed and the first question of the script appears.

4.2.4 Optional: Check Customer Interaction History

Purpose By displaying the customer interaction history, you can check all previous contacts and documents that have been processed for a certain customer, for example, telephone calls, leads, and orders that have been created, and so on.

Procedure

Test Step #



1 Search Interaction History

In the navigation bar, choose Interaction History.

You can further restrict the search for interaction information by

Transaction Category: To list all information types, do not select anything.

From Date

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Test Step #



entering the required details.

If necessary, you can clear the search fields by choosing Clear.

Choose Search.

to: Dates

Transaction ID: Number of the transaction

Description: Description of the transaction

Account ID: <Sold-To Party> (The account ID is displayed automatically.)

2 Check Interaction History

In the Customer Interactions – Result List you can now see all previous activities concerning the customer.

According to your search criteria the customer interaction history is displayed.

4.2.5 Optional: Check Account Fact Sheet

Purpose The account fact sheet provides a structured overview of important information that exists for a specific customer.

Procedure

Test Step #



1 Select Account Fact Sheet

In the navigation bar, choose Account Fact Sheet.

You get information about, for example, components, calls and various documents at a glance.

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4.2.6 Create Lead by Using Interactive Scripting

PurposeInteractive scripting is an agent guidance that helps the agent to structure the contact process with the customer.

If you have set up the optional Alert described in the Configuration Guide of building block C4G – CRM Interaction Center - Interactive Scripting, the script will be started automatically after the confirmation of the business partner.

During the outbound phone call you use the steps that are predefined in the script. The script leads you to the environment for lead creation.

Procedure

Test Step #



1 Execute an interactive script

In the navigation bar, choose Script.

Since the script is associated to the call list, it is started as soon as you access the scripting while working on a call list.

If the script does not appear automatically, select the required data.

Choose Go.

If a CTI has been set up before, you can choose Dial Pad from the application toolbar to directly connect to the business partner who was selected in the call list before.

Launch: SAP Best Practices Script

Lang.: English

The script opens showing the first statement or question defined in the example script.

2 Add In the first question of the script, Product: Notebooks

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Test Step #



Questionnaire the agent asks if the customer is interested in a new product.

In our scenario we assume that the customer is interested in brochures and needs more information.

Choose option Interest.

Add the required questionnaire data.

No. of Employees: 251-500 Employees

Planned Units: 51-100 units

Timeframe: less than 3 months

3 Save Scroll down the questionnaire if necessary and choose Save.

When prompted about additional issues, choose No.

The questionnaire has been saved.

The marketing agent created a lead including the relevant information about the customer needs while using an interactive script during an outbound call.

4 Navigate through the script and create a lead

You can navigate through the script using the buttons within the script, or using the navigation options displayed below the script area.

SCRIPT_FIRST – takes you to the first question

SCRIPT_BACK – takes you one question back

SCRIPT_STOP – stops the script

SCRIPT_LAST – takes you to

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Test Step #



the last question

4.2.7 Create Interaction Record and Edit Lead

PurposeYou can add further information to the interaction record, for example, notes and attachments, or create follow-up activities. In our scenario, we complete the interaction record by adding a description.

Procedure

Test Step #



1 Create an Interaction Record

In the navigation bar, choose Interaction Record.

The Interaction Record page opens.

2 Add Notes In the Notes workspace, you can add further descriptions or notes if necessary.Select a text type (for example, Description), locate your cursor in the text field and enter a text. Or choose Import Scratch Pad if you have entered a text in the scratch pad during the call.

3 Save In the Overview workspace, choose Save.

Interaction record created with a note.

4 Edit Lead In workspace Activity Clipboard, select the new lead (transaction type BP Lead) for further processing.

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Test Step #



In the lead, choose Edit.

Now you can add additional data (description, qualification level, priority, etc.).

5 Save Save your entries. The interaction record has been created and the lead data has been edited.

4.2.8 End InteractionProcedure

Test Step #



1 End Interaction To end the interaction with the customer, choose End in the toolbar.

The agent completely ends the interaction in the system. All open transactions are automatically saved. The agent is ready for the next activity

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5 Appendix

5.1 Process ChainsThis appendix is merely for internal reference. Delete before handover to customer unless relevant for e.g. A2O reasons.

The process to be tested in this test case is part of a chain of integrated processes.

5.1.1 Preceding ProcessesYou may first have completed the following business processes and conditions before you start with the test steps:

Process Business Condition

Account and Contact Management (C66) Account and Contacts created as part of process C66 – Account and Contact Management can be used for account identification in process C81 – Interaction Center Marketing.

5.1.2 Succeeding ProcessesAfter completing the activities in this test case, you can continue testing the following business processes:

Process Business Condition

Lead Management (C30) Leads created as part of process C81 – Interaction Center Marketing can be used for further processing of the leads, such as qualifying leads and lead distribution in process C30 – Lead Management.

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