Application Help for SAP Customer Engagement Center

PUBLICSAP Customer Engagement CenterDocument Version: Cloud – 2019-05-13

Application Help for SAP Customer Engagement Center

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1 General Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2 Launchpad. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

3 Agent Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103.1 Keyboard Shortcuts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

4 Data Retention Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

5 Supervisor Dashboard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

6 Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

7 Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187.1 Search for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

8 Tickets (Experimental). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228.1 Search for Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .228.2 Dispatching Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

9 Sales Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

10 Communication Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2610.1 Chat Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2710.2 Voice Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2810.3 Email Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

11 Knowledge Articles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

12 Interaction Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

13 Interaction Histories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

14 Canned Responses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

15 Scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

16 Fuzzy Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

17 Configuration UIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

18 System Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4218.1 Integration Based on SAP GUI for HTML. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4218.2 SAP ERP and SAP S/4HANA Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

2 P U B L I CApplication Help for SAP Customer Engagement Center

Content

18.3 SAP Commerce Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43SAP Commerce Text and Video Chat. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Assisted Service Module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

18.4 SAP Cloud for Customer Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4518.5 SAP Utilities Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Manage Utility Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4618.6 SAP S/4HANA Cloud Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Application Help for SAP Customer Engagement CenterContent P U B L I C 3

1 General Information

SAP Customer Engagement Center is a multichannel cloud customer engagement solution and next-generation interaction center that allows organizations to deliver convenient, contextual, and relevant service experiences to their customers. It integrates customer service with digital commerce — before, during, and after the buying process.

Solution Overview

SAP Customer Engagement Center agents can work on several business processes and communication sessions simultaneously within one browser window. Each synchronous or asynchronous session, which can be WebRTC video, text chat, voice (phone), or email, appears as a dedicated area (tab) in SAP Customer Engagement Center. This area is called an engagement session and provides the main functions that an agent needs to interact with customers.

Thanks to its integration with third-party knowledge management providers such as MindTouch, SAP Customer Engagement Center offers insights into the needs and interests of customers. These insights support customers in their purchase decisions.

Business transactions stored in SAP Customer Engagement Center, as well as various options for back-end system integration, provide great flexibility in adapting SAP Customer Engagement Center to your business needs. Moreover, configuration options enable adaptations to be made on a highly granular level.

The languages supported in the user interface are English, German, French, Spanish, Italian, and Hungarian. The language detected in your browser settings determines the language the app is displayed in. If the browser language is not available as a user interface language, the English version is displayed instead.

Main Features

SAP Customer Engagement Center provides the following main features.

Launchpad

The launchpad provides access to SAP Customer Engagement Center applications. It consists of the main header bar that is permanently displayed, regardless of which SAP Customer Engagement Center feature is currently being used. The launchpad displays various tiles depending on your authorizations.

For more information, see Launchpad [page 8].

Agent Desktop

The agent desktop is the central work environment for an agent in SAP Customer Engagement Center. It consolidates all attributes and object references that support the control and orchestration of the communication process, the interaction process, and the supported business processes for an interaction with a customer. The agent desktop also provides the main tools for the agent.


General Information

For more information, see Agent Desktop [page 10].

Communication Integration

SAP Customer Engagement Center provides a cloud-based communication stack with the following communication channels:

● Web Real-Time Communication (WebRTC) video● Text chat● Voice (phone)● Email

For more information, see Communication Channels [page 26].

Knowledge Articles

Agents can search for knowledge articles on the side panel by utilizing the integration with knowledge bases such as MindTouch. They can also perform various actions with the knowledge articles, such as link knowledge articles to a ticket or the interaction log, and show linked knowledge articles in the ticket view.

For more information, see Knowledge Articles [page 31].

Accounts

Agents and supervisors can use the accounts feature to process customer data for corporate and individual accounts, and to maintain multiple addresses for individual accounts, corporate accounts and the associated contact person. They can identify the customer using customer name, account numbers from SAP Customer Engagement Center and integrated systems, or communication information.

Agents can create, edit, and retrieve customer data. They can also request account deletion on behalf of a customer.

Auditors can set an account on legal hold to prevent the deletion of data in case of a legal suit, for example.

Supervisors can delete customer data when there are no business or legal grounds to keep the data.

For more information, see Accounts [page 15].

Business Transactions

The following business transactions are supported:

● TicketsFunctions for creating and processing tickets are provided. For more information, see Tickets [page 18].

● SAP Commerce Sales OrdersFor more information, see Sales Orders [page 24].

Supervisor Dashboard

As a supervisor, you can view information about agents, tickets, interactions, as well as interaction logs and tags in the Supervisor Dashboard app.

For more information, see Supervisor Dashboard [page 13].

Data Retention Management

As a supervisor, you can manage personal data, including account blocking and deletion, in the Data Retention Management app.

For more information, see Data Retention Management [page 12].

Application Help for SAP Customer Engagement CenterGeneral Information P U B L I C 5

Integrations

You have the following options to integrate SAP Customer Engagement Center with other systems:

● SAP UtilitiesIntegration with SAP Utilities, which is an add-on for SAP ERP, allows you to present business partner data in a utilities-specific hierarchical structure. The integration also allows an agent to view the utility details such as meter readings, invoices, and consumption. The integration is based either on JavaScript Object Notation (JSON) RPC or on OData services.

● SAP Cloud Platform Integration (Data Transfer)You can use SAP Cloud Platform Integration to replicate business partner master data from SAP ERP, SAP S/4HANA, or SAP S/4HANA Cloud to SAP Customer Engagement Center.

● SAP Commerce IntegrationSAP Commerce integration provides a single hub for customer service and support. The integration enables SAP Commerce customers to help their end users to solve various issues.The SAP Commerce integration focuses on the following features:○ Managing accounts○ Managing tickets○ Viewing basic details of sales orders○ Viewing sales orders in detail○ Launching SAP Commerce Assisted Service Module

For more information, see SAP Commerce Integration [page 43].● SAP Cloud for Customer Integration

SAP Cloud for Customer integration enables the replication of accounts and service tickets from SAP Cloud for Customer to Engagement Center. The service tickets can also be replicated from SAP Customer Engagement Center to SAP Cloud for Customer.

NoteThe integration enables replicating only one ticket type, that is service ticket.

For more information, see SAP Cloud for Customer Integration [page 45].● SAP S/4HANA Cloud Integration

SAP Customer Engagement Center integration with SAP S/4HANA Cloud provides a single hub for processing financial requests.For more information, see SAP S/4HANA Cloud Integration [page 48].

● External SystemsYou can integrate other external systems, and process business transactions from a connected back-end system in SAP Customer Engagement Center, for example, using SAP GUI for HTML.

For more information, see System Integration [page 42].

Interaction Log and Interaction History

Record of a customer interaction.

Agents can create notes for the current interaction. They can also add tags. The interaction log (including the notes and other business objects) is automatically saved when the agent wraps up the interaction using the Save and Close button in the agent desktop. The interaction is then inserted into the interaction history of the customer.

For more information, see the following documents:


General Information

● Interaction Logs [page 33]● Interaction Histories [page 34]

Canned Responses

SAP Customer Engagement Center provides predefined responses to improve consistent and efficient interaction with customers.

As a supervisor, you can create, edit, and delete a canned response.

As an agent, you can add the canned response to the chat while interacting with the customer.

For more information, see Canned Responses [page 35].

Scripts

An agent can use scripts as guidance or collect information while interacting with the customer.

As a supervisor, you can manage scripts in the Manage Scripts app and assign scripts to queue addresses in the Configure Script Assignments app.

As an auditor, you can operate legal hold for a script.

For more information, see Scripts [page 37].

Configuration Options

A variety of configuration options allows SAP Customer Engagement Center to be adjusted to your business processes.

See more information about the configuration options at SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center > Business Configuration.

Application Help for SAP Customer Engagement CenterGeneral Information P U B L I C 7

https://help.sap.com/viewer/p/SAP_CUSTOMER_ENGAGEMENT_CENTER

2 Launchpad

The launchpad provides access to the Engagement Center solution. It consists of the main header bar that is permanently displayed, regardless of which Engagement Center feature is currently being used, and various application tiles.

Main Header

The following functions are available in the main header:

● Me Area is used to personalize the application you are currently working in and to sign in and out of the solution.

● Page Title Home shows all available apps and lets you navigate to specific apps. Once you are working in an app, the page title changes to the name of the app. When you click the page name, a dropdown list lets you to return to the home page or see the list of apps you can navigate to.

● By clicking on the Queues button agents can search for queues, see the Queue Name of available queues and display an overview of the queues that they are assigned to. Agents can decide which queues to join based on the information shown such as the number of interactions in a queue, the total amount of available agents compared to free agents, and the time of the longest interaction waiting in each queue.

● The Ready button defines whether the agent is logged on to the assigned queues or not. If the agent is logged on to the queues, it is indicated whether the agent is available to accept incoming requests.

● The Notifications button provides an overview of all notifications.

Tiles

The following tiles are available (depending on the assigned authorizations of the user):

● Agent Desktop● Supervisor Dashboard● Data Retention Management● Configure Queues● Configure Queue Addresses● Configure Schedules● Configure Skills● Configure Agents● Configure Email Addresses● Configure Tickets● Configure Tickets (Experimental)● Configure Integration - Solution for Utilities● Configure Integration - SAP Commerce


Launchpad

● Configure Integration - Cloud for Customer● Manage Canned Responses● Manage Scripts● Configure Script Assignments● Configure Agent Desktop● Configure Interaction Tags● Configure Carriers

Application Help for SAP Customer Engagement CenterLaunchpad P U B L I C 9

3 Agent Desktop

The agent desktop enables agents to quickly identify a customer and respond to the customer request using a variety of functions in SAP Customer Engagement Center.

Layout

The agent desktop view is designed with a special layout that enables agents to quickly identify customers and address their concerns. The areas of the desktop and corresponding functions include:

● Multisession AreaFor each interaction, a separate tab is created. Sessions can also be created manually by choosing the + button. The agent can then switch between sessions using the tabs.

● Header AreaThis area is used for account identification and to display links to recent items related to the identified customer. By default the full header area including search is visible when you open the agent desktop. You can hide the search when it is not in use. This means that when you have identified an account you can hide the header area giving you more room to work with other views.

● Actions AreaDepending on the configurations, agents can trigger additional actions such as:○ Create new accounts○ Create new business documents○ Search for tickets○ Create new emails○ Make phone calls.

● Work AreaThis area is used for processing customer details and business transactions. The tab that displays the menu items currently available for the agent is permanently available.When you navigate away from an open work area item to the launchpad, a dialog appears to let you know you have unsaved data. Select OK to discard all the sessions in the agent desktop. You are then brought back to the Home page.

● Side PanelThe side panel contains the interaction log, knowledge articles, and scripts.

● Bottom ToolbarThis toolbar contains central functions, such as Save and Close and Cancel as well as buttons for showing or hiding the side panel. You can also see the duration of the session in the bottom toolbar.

NoteAfter agents have finished handling an interaction, they must choose Save and Close, otherwise interactions that remain active may block other interactions from being offered.


Agent Desktop

3.1 Keyboard Shortcuts

Keyboard shortcuts allow you to interact with various UI elements using combinations of keys rather than a mouse.

You can manage the following UI elements in the agent desktop by using the default keyboard shortcuts.

Switching the session tab Ctrl + Alt + N

Switching the action tab Ctrl + Alt + D

Show or hide the header area Ctrl + Alt + F

Toggle side panel visibility Ctrl + Alt + I

Trigger Save + Close Ctrl + Alt + S

Trigger Cancel Ctrl + Alt + C

Trigger Canned Responses Ctrl + Alt + R or ; + ;

NoteUsers of macOS should use Ctrl + Option instead of Ctrl + Alt for the shortcuts.

The shortcuts are active as long as you locate the cursor in one of the agent desktop views. When the focus is set to an embedded external view (for example, in an external system), or the focus is set inside the editor then the keyboard event can’t be handled.

Related Information

Canned Responses [page 35]

Application Help for SAP Customer Engagement CenterAgent Desktop P U B L I C 11

4 Data Retention Management

The Data Retention Management app helps you manage personal data gathered during processing of business transactions in the Engagement Center and data replicated from integrated systems.

Users with the role Administrator, Supervisor, or Data Protection Officer (DPO) can access the Data Retention Management app. The DPO role can only view data in the app. For more information about roles in SAP Customer Engagement Center see, SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center User Management .

The Data Retention Management app allows you to do the following:

● Search for customers by name or account number. You can add filters such as account type (individual, corporate), and country. You can also use filters to search for customers by the attributes of business documents, such as the document status. For example, with a specific status like confirmed, and the date of status change on the last processed document.You can filter by legal hold or a specific retention status like deletion requested or marked for deletion.

● Manually delete customer accounts, when the following conditions are met:○ The account has no open business documents.○ The account is not blocked due to an ongoing lawsuit.

For more information, see SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center Security and Data Protection and Privacy Data Protection and PrivacyDeletion of Personal Data .

● You can mark an account for deletion. Setting the status mark for deletion means that the account is no longer visible in the agent desktop. An account can be marked for deletion if one of the following conditions are met:○ An account has no business documents○ All business documents are in the status confirmed.


Data Retention Management



5 Supervisor Dashboard

The Supervisor Dashboard provides real-time statistics about tickets and interactions.

The Supervisor Dashboard app displays data about interactions and agents, and is meant for users with the supervisor role.

Data is displayed in special tiles called cards. You can drag and drop the cards to arrange them in order that suits your needs best, and resize them by dragging their borders. In the smallest size each card shows basic information with no graphical content. The middle size of each card shows basic information along with graphical content. Expanding cards beyond that allows free resizing. The displayed data is automatically refreshed every minute.

You can configure which cards you want to display in Me Area Manage Cards . By default, all the following cards are displayed.

Supervisor Dashboard Cards

Name Description

Inbound Interactions This card displays as graphs how many interactions have arrived into queues, each interaction type in its own line graph. You can filter displayed data by the time period.

Current Interactions and Agents This card displays a table of queues with interactions and free and signed-in agents currently in each of them. You can filter displayed data by the time period.

The table displays queues in alphabetical order, and if there is no room to display all of them, a number, for example 5/10, shows how many of the total number of queues are displayed. To display all queues, enlarge the card.

Current Interactions This card displays interactions currently in queues by interaction types.

Agent Statuses This card displays the number of agents signed in queues, and how many of them are busy and free.

Arrived Interactions This card displays how many interactions have arrived into queues in a donut chart by interaction type. You can filter displayed data by the time period.

Open Tickets by Priority and Type This card displays the total number of all the open tickets. You can filter the tickets by the time period they were created. This filter gives you an overview of the amount of differ-ent ticket types together with the priorities.

Application Help for SAP Customer Engagement CenterSupervisor Dashboard P U B L I C 13

Name Description

Open Tickets by Priority This card displays the total number of all the open tickets. You can filter the tickets by the time period they were created and get the percentage distribution of the tickets by priority.

Interaction Tags You can filter the interaction tags by the creation date and get the percentage of every tag that was used in the interaction logs.

Inbound Interaction Logs This card displays the total number of the inbound interaction logs. You can filter the logs by the time period they were created and get the percentage distribution of the logs by inbound communication channel.

Video: Supervisor Dashboard Overview

Open this video in a new window

This video introduces the Supervisor Dashboard.

NoteThe UI may vary depending on your configuration and changes made after the video was created. The video is available in English only.


Supervisor Dashboard

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6 Accounts

The accounts function in SAP Customer Engagement Center is used to search, display, edit, and create customer data.

In SAP Customer Engagement Center, accounts refer to corporate accounts, individual accounts, and contact persons. Corporate accounts represent organizations with which business is done and individual accounts represent persons with whom business is done. Most features are common to both corporate accounts and individual accounts.

Multiple addresses (including corresponding contact and communication data) can be maintained for a customer, one of which can be set as the default address. For corporate account you can maintain multiple workplace addresses.

However, you can maintain a contact person only for corporate accounts and not for individual customers. Note that it is not possible to change an individual customer into a contact for a corporate account.

A supervisor can delete the customer data from SAP Customer Engagement Center by using the Data Retention Management application. You can delete an account only if it is not on legal hold and there are no open business documents. For more information, see Data Retention Management.

Customer Identification

Agents can identify the customer based on the following information:

● Communication information, such as address, phone number, or email● Name● Account number● Related business transaction information.

If a known customer calls, emails, or chats, the account is identified by the system and opened automatically in the agent desktop.

When an agent searches for an account a score is shown in percent to help the agent decide between results. The higher the value the more confident the agent can be of a matching result. Results that are below a certain threshold are not shown in the search results. For more information see, Fuzzy Search.

NoteIn the preview of the search, phone numbers and email addresses are displayed as links. When you click a phone number, the system offers to leave the agent desktop and navigate to an external system to make the call. When you click an email address, the system offers to leave the agent desktop and navigate to an external system to write an email.

Application Help for SAP Customer Engagement CenterAccounts P U B L I C 15

Interaction History

Once a customer has been identified, the interaction history of that customer is displayed. For a corporate account, both the account and a contact person must be confirmed and then the interaction history is shown. For every session the corresponding contact person is linked in the interaction history of the corporate account.

Recent Items

After a customer has been identified, the corresponding recent business transactions can be accessed through links, for example under Recent Service Tickets. For a corporate account, recent items are also displayed, irrespective of which contact person is confirmed, when an account has more than one contact person.

SAP Commerce Integration

Creation/Update of Accounts

Accounts created by B2C customers in SAP Commerce storefront are sent to SAP Customer Engagement Center. Customers can also add an address, update an address, or update accounts in SAP Commerce. These updates are also sent to SAP Customer Engagement Center.

Agent can create an account in SAP Customer Engagement Center on request by a B2C customer. The account created in SAP Customer Engagement Center is replicated to SAP Commerce. While creating the account, provide external ID as the email ID. Updates to the account in SAP Customer Engagement Center are also replicated to SAP Commerce. An address created or updated in SAP Customer Engagement Center is replicated to SAP Commerce. You can add multiple addresses. Customers can view the account details and addresses in the SAP Commerce storefront.

Agent can help registered customers to update address or accounts in SAP Commerce using Assisted Service Module (ASM). In this case, the agent identifies the customer in the Engagement Center in the following ways:

● Using customer information such as name, email, phone number, organization (B2B accounts) and so on● Using a sales order number● Using a service ticket number

Anonymous customers can also take the help of agents, for example, to create an order. In this case, the agent launches the ASM without identifying the customer, takes over the cart using the cart ID, creates an account as part of the checkout process, and then creates an order.

NoteInteraction log will not be updated for anonymous customer as account cannot be identified while launching the ASM.

When an anonymous customer is created in SAP Commerce, automatic customer identification is not possible until the customer data is replicated from SAP Commerce to SAP Customer Engagement Center.


Accounts

Deletion of Accounts

Accounts deleted in SAP Commerce back office are marked for deletion in SAP Customer Engagement Center. A user with supervisor role can then delete the account in SAP Customer Engagement Center.

Addresses deleted by customers in SAP Commerce are also automatically deleted in SAP Customer Engagement Center.

For configuration information on account replication, see SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center > Integration > SAP Commerce Integration.

SAP Cloud for Customer Integration

A customer (B2B) or individual customer (B2C) created in SAP Cloud for Customer is replicated to SAP Customer Engagement Center asynchronously. The address details updated in SAP Cloud for Customer are also replicated to SAP Customer Engagement Center.

For configuration information on account replication, see SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center > Integration > SAP Cloud for Customer Integration.

SAP ERP, SAP S/4HANA, and SAP S/4HANA Cloud Integration

When a customer or supplier account is created or updated in SAP ERP, SAP S/4HANA, or SAP S/4HANA Cloud, the account is replicated to SAP Customer Engagement Center asynchronously. The address details updated in those back-end systems are also replicated to SAP Customer Engagement Center.

For configuring replication of accounts from SAP ERP or SAP S/4HANA to SAP Customer Engagement Center, see Administration Guide for SAP Customer Engagement Center > Integration > SAP ERP and SAP S/4HANA Integration at SAP Customer Engagement Center.

For configuring replication of accounts from SAP S/4HANA Cloud to SAP Customer Engagement Center, see Administration Guide for SAP Customer Engagement Center > Integration > SAP S/4HANA Cloud Integration > Data Transfer at SAP Customer Engagement Center.

Related Information

Fuzzy Search [page 39]Data Retention Management [page 12]

Application Help for SAP Customer Engagement CenterAccounts P U B L I C 17





7 Tickets

A ticket is a business transaction and function in SAP Customer Engagement Center that is used for creating tickets to document and trigger the processing of customer service requests. In addition, search and processing functions for existing tickets are provided.

Creating and Processing Tickets

● SAP Customer Engagement Center agents can create different types of tickets in the agent desktop, for example service tickets or complaints.A service ticket is an issue reported by a customer that requires some follow-up activity and communication back to the customer.A complaint is an issue reported by a customer that expresses customer's dissatisfaction with a product or service but doesn't require any follow-up activity.

● Agents can select and reference objects from a third party back end or from SAP Customer Engagement Center while creating or editing a ticket on behalf of the customer.

● Agents can retrieve and process existing tickets in the tickets area of the agent desktop.● Agents can add internal or external comments and change the ticket processor.● Agents can add attachments to tickets. The maximum file size is 5 MB and the supported file extensions

are png, jpeg, jpg, pdf, txt, text, plain, aac, mp4, m4a, f4a, f4b.

NoteSAP Customer Engagement Center does not provide a virus scan for ticket attachments. You are responsible to install proper anti-virus software on your own to make sure that ticket attachments downloaded from and uploaded to SAP Customer Engagement Center are virus free.

Video: Creating Service Tickets



Dynamic UI

The UI of the tickets area and ticket search in the agent desktop is customizable. The fields can be displayed or hidden based on the configuration done by an administrator in the Configure Tickets app. Administrators can also configure which fields appear as mandatory in the agent desktop. Besides, they can set particular fields to


Tickets

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be part of the ticket search criteria and/or search results. The following fields are activated by default and settings for them cannot be changed: Description, Ticket Type, Status, and Priority.

For more information, see SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center > Business Configuration Configure Tickets Ticket Type Configuration Create Ticket Types .

Automatic Dispatch of Tickets

Tickets can be dispatched automatically. When a ticket is created and saved in the agent desktop, or an assignment is removed in the tickets area of the agent desktop, the ticket is automatically dispatched to a processor and the corresponding queue.

Agents can accept or reject the tickets that they receive. After the ticket is rejected, it is once more added to the queue for dispatch.

SAP Commerce Integration

The ticketing system in SAP Commerce is integrated with SAP Customer Engagement Center. Tickets created by customers in SAP Commerce are sent to SAP Customer Engagement Center synchronously. When a customer logs in to SAP Commerce, these tickets are synchronously fetched from SAP Customer Engagement Center and are displayed in SAP Commerce. The tickets created in SAP Customer Engagement Center are routed to the queue configured in SAP Customer Engagement Center configuration. The agent can pick up the tickets from the queue for processing.

For more information, see SAP Commerce Ticketing System.

SAP Cloud for Customer Integration

Service tickets created or updated in SAP Cloud for Customer are replicated to SAP Customer Engagement Center. Service tickets created or updated in SAP Customer Engagement Center are also replicated to SAP Cloud for Customer.

NoteThe integration enables replicating only one ticket type, that is service ticket.

For configuring the replication of service tickets, see SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center > Integration > SAP Cloud for Customer Integration.

Application Help for SAP Customer Engagement CenterTickets P U B L I C 19


https://help.hybris.com/6.7.0/hcd/e3d95f403be24c5fb7ceddabf0205647.html


SAP S/4HANA Cloud Integration

Tickets created in SAP S/4HANA Cloud are sent to the Engagement Center synchronously. For more information, see SAP S/4HANA Cloud Integration [page 48].

7.1 Search for Tickets

SAP Customer Engagement Center agents can search for tickets in the agent desktop by various attributes.

Context

If you identify a customer first, you can search for their tickets only.

Procedure

1. Choose the Search for Tickets link in the Actions tab.2. Choose a ticket type to search by, and additional attributes for more precise search.

The search criteria include the following attributes by default:○ Ticket Type○ Description○ Status○ Priority○ Classification○ Customer○ Reported By○ Due Date○ Created By○ Ticket Number○ Creation Period.

The search criteria and search result attributes can be customized by an administrator in the Configure Tickets app.

NoteCurrently only the exact search is available for the attribute Created By.

3. After you fill out the search criteria, choose the Go button.


Tickets

The Search Criteria area collapses to give more space to the Search Results. The search shows only the first ten results, choose Show More to see the next ten results. The search results include the following attributes by default:○ Ticket Number○ Description○ Ticket Type○ Status○ Priority○ Customer○ Reported By○ Due Date○ Created By○ Created On.

4. Choose the ticket number to open the ticket in the edit mode.

Application Help for SAP Customer Engagement CenterTickets P U B L I C 21

8 Tickets (Experimental)

A ticket is a business transaction and function in SAP Customer Engagement Center that is used for creating tickets to document and trigger the processing of customer service requests.

Creating and Processing Tickets

As an agent, you can create different types of tickets, native and customized, in SAP Customer Engagement Center. You can also retrieve and process existing tickets in the tickets area of the agent desktop. The following functions are available when processing the tickets:

● link related reference objects to a ticket (for example, link two related tickets or an external ERP invoice);● add and delete attachments to tickets (by default, the maximum file size is 5 MB and the supported file

extensions are png, jpeg, jpg, pdf, txt, mp4, m4a);● tag a ticket;● update the status of a ticket;● update the priority of a ticket;● add internal notes;● respond to customers using external comments to the ticket;● assign a ticket to another agent or queue;● view and delete available knowledge base articles;● search for knowledge base articles by keywords and link articles to tickets. You can also copy the URL of a

knowledge base article. If more than one ticket is opened at a time, then the system prompts you to select the ticket to link the article.

You can create tickets for a customer or a contact. If a customer is an individual account, then the system shows no contact. If the selected customer is a corporate account, then the default contact is shown.

Customers can view and reply to agent responses using the API.

8.1 Search for Tickets

SAP Customer Engagement Center agents can search for tickets in the agent desktop by various attributes.

Context

If you identify a customer first, you can search for their tickets only.


Tickets (Experimental)

Procedure

1. Choose the Search for Tickets link in the actions tab.2. Choose a ticket type to search by, and additional attributes for more precise search.

The search criteria include the following attributes by default:

Ticket type

Subject

Status

Priority

Customer

ID.3. After you fill out the search criteria, choose the Go button.

The Search Criteria area collapses to give more space to the Search Results. The search shows only the first ten results, choose More to see the next ten results. The search results include the following attributes by default:

ID

Subject

Ticket Type

Status

Priority

Customer

Created By

Created At.4. Choose the ticket number to open the ticket in the edit mode.

8.2 Dispatching Tickets

As an agent, you can dispatch tickets by assigning them to another agent or a queue. Agents can accept or reject the tickets that they receive. After the ticket is rejected, it goes back to the default queue.

NoteFor these cases, administrators must set up a "serviceticket" queue that is used as a default queue for routing the tickets.

Application Help for SAP Customer Engagement CenterTickets (Experimental) P U B L I C 23

9 Sales Orders

Sales orders can be integrated with the Engagement Center using external back-end systems.

SAP Commerce Sales Orders

SAP Customer Engagement Center integration with SAP Commerce allows an agent to create sales orders in SAP Commerce using SAP Commerce Assisted Service Module (ASM). ASM enables the agents to launch SAP Commerce storefront within the Engagement Center and assist the customers. The agent can also search for sales orders and view them with or without using ASM.

The agents can perform the following tasks on behalf of the SAP Commerce customers using the Engagement Center:

● Create a sales order in SAP Commerce using SAP Commerce Assisted Service Module. The customers can see the created sales orders in the SAP Commerce storefront. For more information, see SAP Commerce Assisted Service Module [page 44].

● Search for the sales orders using the following attributes:○ Sales order number○ Customer details such as customer name, email, phone number, organization and so on

● View the sales order in the following ways:○ By choosing the Search SAP Commerce Orders link in the action area.○ By choosing the Recent SAP Commerce Sales Orders link from the recent documents view.

This link retrieves the basic details of the recent sales orders of the identified customer from the Engagement Center and displays them in a tabular form.

○ By choosing a sales order from the Interaction History.

NoteEnter notes in Interaction Notes whenever you create and save the sales orders.

The integration enables deleting the sales orders from the Engagement Center when they are deleted in SAP Commerce Backoffice.

Cancel Sales Orders

The agent can cancel sales orders that are not in completed status. The agent can perform either a full cancellation or a partial cancellation, by specifying the cancellation quantity and the reason for cancellation. The order status changes to canceled only if it is a full cancellation.

While canceling the sales order in the Engagement Center, the cancellation entry is not recorded in the interaction log automatically. You should make the entry manually.


Sales Orders

Return Sales Orders

The agent can return sales orders that are in completed status. The agent can perform either a full return or a partial return, by specifying the return quantity and the reason for return. The agent can also edit the return amount, if required. The customer can see the status of the return order in SAP Commerce storefront.

A user with supervisor role can then approve or reject a return request in the Engagement Center, and the corresponding status is updated in SAP Commerce storefront.

While returning the sales order in the Engagement Center, the return entry is not recorded in the interaction log automatically. You should make the entry manually by entering the return order information in Interaction Notes and clicking Save and Close.

Application Help for SAP Customer Engagement CenterSales Orders P U B L I C 25

10 Communication Channels

Communication integration enabling communication in SAP Customer Engagement Center.

Multiple Business Processes

Engagement Center agents can work on several business processes and communication requests simultaneously, within one browser window.

Each incoming synchronous and asynchronous communication request creates a session, which is represented by a tab in the multisession area of the agent desktop.

NoteAfter agents have finished handling an interaction, they must choose Save and Close, otherwise interactions that remain active may block other interactions from being offered.

Supported Communication Channels

● Web Real-Time Communication (WebRTC) videoAgents can interact with customers using video chat.For more information, see Chat Channel [page 27] .

● Text chatAgents can interact with customers using text chat.For more information, see Chat Channel [page 27] .

● Voice (Phone)Agents can interact with customers using phone calls.For more information, see Voice Channel [page 28].

● EmailAgents can interact with customers using email.For more information, see Email Channel [page 29].

Intelligent Routing

Communication interactions are routed to the best possible agent based on the skills the agents have. If an incoming request is declined or ignored (no reaction within a certain timeframe), the request gets redistributed to another agent.

To make the routing work, administrators must configure skills, queues, queue addresses and agents in the corresponding configuration UIs.


Communication Channels

More Information

See more information at SAP Customer Engagement Center in Administration Guide for SAP Customer Engagement Center.

10.1 Chat Channel

The chat channel is a communication channel used to process video chat and text chat requests, and other conversational interactions.

Web Real-Time Communication (WebRTC) Video

Agents can communicate using one video session at a time. After the request for a video session has been accepted and the agent desktop has been opened, the video chat window opens up automatically.

In addition, agents can transfer an ongoing video chat to a different queue or video-capable agent together with the documents that are opened and saved in the agent desktop. Busy status indicates that an agent is in an active video chat. An agent cannot transfer an ongoing video chat to another agent with busy status.

Note that you must check whether your browser is compatible with the WebRTC video function.

Text Chat

Text chats can be of different types, for example chats from a customer's visitor chat application, or messages from Facebook.

Multiple simultaneous text chats are supported, increasing agent efficiency. When an incoming text chat request is accepted, the chat window opens up automatically within the agent desktop.

The transcript of the text chat is saved automatically and added to the interaction log when the agent clicks Save and Close. The transcript can be brought up in the interaction history for the customer as needed.

Agents can transfer an ongoing text chat to a different queue or agent together with the documents that are opened and saved in the agent desktop.

A typing indicator shows the typing status (<agent chat name> is typing) during a chat conversation.

Conversations

Conversational type chats, such as Facebook messages, are bound together to conversations. It means that when an agent accepts the first message, the next message of the same conversation is sent to same agent automatically. The conversation continues until the agent ends it by ending the chat.

Application Help for SAP Customer Engagement CenterCommunication Channels P U B L I C 27


If the same customer opens the conversation anew, the message is routed to the next free agent in a normal way but the previous conversation is visible.

Customer Search

If there is only one exact match between the email address and the account in the Engagement Center, the customer will be automatically identified.

Legal Hold

As an auditor, you can do the following in agent desktop:

● Set a chat on legal hold● Remove legal hold from a chat.

10.2 Voice Channel

The voice channel is a communication channel used to process inbound and outbound phone calls as well as other functions, like automatic customer identification.

NoteNote that you need a telecommunication (telco) provider to use the voice channel. Contracting a telco provider, as well as all costs incurred through use of their services, is your responsibility. These contracts and charges are not part of SAP Customer Engagement Center. The availability of the inbound and outbound call functionality depends on the services that your telco provider supports.

Features

Call DirectionsInbound and outbound calls are supported (depending on your telco provider).

Engagement Center agents can place multiple outbound calls from a single session. For example to clarify any open questions that were not solved during the initial call. Agents can make outbound phone calls with the dial pad.

Call FunctionsAgents can use the following call functions:

● Hold



● Resume● Mute● Unmute● Hang Up● Blind transfer to another queue, agent, or an external number

○ Agents can transfer an ongoing phone call to a different queue or voice-capable agent together with the documents that are opened and saved in the agent desktop. Busy status indicates that an agent is in an active phone call. An agent cannot transfer an ongoing phone call to another agent with busy status.

○ Agents can transfer an ongoing phone call to an external number without any document that is opened in agent desktop.

NoteWith Twilio Programmable Voice, the hold function is not supported.

Customer search

If there is only one exact match between the phone number and the account in the Engagement Center, the customer will be automatically identified.

10.3 Email Channel

The email channel is a communication channel used to process inbound and outbound emails as well as other functions, like auto acknowledge.

NoteSAP Customer Engagement Center does not provide virus scan for email attachments in any form when receiving and sending emails. Make sure that your own email infrastructure is virus free for attachments. You are responsible to install proper anti-virus software on your own to make sure that email attachments downloaded from and uploaded to SAP Customer Engagement Center are virus free.

Features

Inbound and Outbound Emails

As an agent, you can do the following in agent desktop:

● Receive and open emails within the agent desktop● Reply or forward emails with attachments● Create and send emails

There is a size limitation for both inbound and outbound emails. The combined size of an email and its attachments must not exceed 25 MB, and the maximum number of attachments is 100.

Application Help for SAP Customer Engagement CenterCommunication Channels P U B L I C 29

NoteTo eliminate malicious attacks, such as cross-site scripting or automatically followed external links, possibly harmful elements are removed from email messages, and use of styles, tags, and attributes is limited. For example, only commonly white-listed file extensions are supported in email attachments, such as png, pdf, mp4, jpeg, txt, aac, m4a, jpg.

Video: Working with Incoming Emails


This video covers the email area of the agent desktop.


Configure Email AddressesAs an administrator, you can do the following in Configure Email Addresses app:

● Configure rich content to display inline images in email body for inbound emails● Configure auto acknowledge from selected email addresses

Legal HoldAs an auditor, you can do the following in agent desktop:

● Set an email on legal hold● Remove legal hold from an email

Customer SearchIf there is only one exact match between the email address and the account in the Engagement Center, the customer will be automatically identified.



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11 Knowledge Articles

Enable agents to use knowledge articles by utilizing the integration with knowledge bases.

NoteTo use the knowledge base for SAP Customer Engagement Center, you need to purchase your knowledge base license separately. All costs incurred by using the knowledge base is your responsibility. These contracts and charges are not part of SAP Customer Engagement Center.

Agents can enter key words and search for knowledge articles on the Knowledge Article tab on the side panel. The search runs and returns results from the integrated knowledge base. Depending on what the knowledge base returns, one or more of the following information is available from the search results list:

● Title● Summary● Last modified time

If the total number of search results is returned, 10 results will be retrieved and shown each time. You can choose Show More to display 10 more results in sequence. If the total number of search results is not returned, all search results will be retrieved and shown at once.

You can open the knowledge articles either in the Engagement Center or in external browsers. You can perform the following actions with the knowledge articles if they are opened in the Engagement Center.

Display Knowledge Articles

Choose a knowledge article from the search results list to open it. In the knowledge article view, you can see the content of the article. In the Actions block, you can:

● Open the original URL of the knowledge article● Copy the knowledge article URL to clipboard● Link the knowledge article to a ticket

Link a Knowledge Article to a Ticket

You can link the knowledge article to the ticket that is opened in the current session.

Application Help for SAP Customer Engagement CenterKnowledge Articles P U B L I C 31

Link a Knowledge Article to the Interaction Log

The engagement session automatically links the open knowledge articles to the current interaction log when saving the interaction. You can open a knowledge article view by choosing the knowledge article link in the interaction log.

Show Linked Knowledge Articles in the Ticket View

You can view the list of the linked knowledge articles in the ticket view. You can also remove the links to the knowledge articles there.


Knowledge Articles

12 Interaction Logs

Interaction logs are records of a customer interaction containing information, such as notes, tags, and business transactions.

Features

As an agent, you can save an interaction log for every customer interaction in the Engagement Center.

The following applies:

● Agents can create notes for the current interaction. They can add tags to categorize the interaction log.● After the interaction has been saved and closed, the interaction log is also saved and available in the

interaction history of the customer.Objects with the following statuses at the time of choosing Save and Close are linked to the interaction log:○ New○ Changed○ Viewed

Exception:The following business transactions integrated using SAP GUI for HTML are not linked to the interaction log:○ Business transactions in display mode when Save and Close is chosen○ Business transactions retrieved using the corresponding SAP GUI for HTML search.

● An interaction log is created only when an agent wraps up the interaction using the Save and Close button. If the agent cancels the interaction, closes the session, or navigates away from the agent desktop, the interaction log is not created. Therefore, for some interactions, there is no interaction log available.

The Engagement Center provides an app to configure interaction tags. As a supervisor, you can:

● Create a tag and add different language versions for the tag.● Search for a tag by tag name, or technical ID.● Update a tag.● Delete a tag.

Application Help for SAP Customer Engagement CenterInteraction Logs P U B L I C 33

13 Interaction Histories

Collection of interaction logs for a specific customer. Agents can navigate from the included interaction logs to the relevant documents or business transactions or both.

Features

Once a customer is identified, their interaction history is displayed in the side panel of the current session. The total number of interactions is displayed in the title area based on your search.

When a corporate account is confirmed a contact person must also be identified and confirmed. In the case of a known contact person they are confirmed automatically, otherwise you can search for a contact person or create a new contact person for the corporate account. The interaction history of the confirmed contact person involved in the interaction is shown in the side panel.

In the interaction history, the following information is available:

● Interaction logsInteraction logs related to the identified customer are displayed as items in the interaction history and are listed in descending order.

● Business transactions linked to the interaction logsAgents can navigate from the interaction history to recent business transactions.

● IconsThe icons used for the interaction log items represent the initial communication channel of the corresponding interaction.

● TagsIf an agent maintains tags for the interaction, they are also shown in the interaction history.


Interaction Histories

14 Canned Responses

Predefined responses that an agent can add to the chat while interacting with the customer. It provides consistent handling towards customers and improves efficiency for agents.

The Engagement Center provides an app for managing canned responses. As a supervisor, you can:

● Create a canned response. Fill out the <Keywords> and <Queue Addresses>, and add different language versions for the canned response.

● Search for a canned response by keywords, queue addresses, or language● Update a canned response● Delete a canned response

NoteFor service tickets, only the service ticket types with the following business object names are supported now:

● SAP_BDT_SERVICETICKET● SAP_BDT_COMPLAINT● SAP_BO_SERVICETICKET

Video: Creating Canned Responses


This video covers the UI of the Manage Canned Responses app.


After the predefined responses are available, you can use this feature in your interaction with the customer. As an agent, you can:

● Select language for the canned responses that you will use in your interaction● Press Ctrl + Alt + R on your keyboard or enter two semicolons in 500 milliseconds to trigger canned

responses in your current interaction

NoteUsers of macOS should use Ctrl + Option instead of Ctrl + Alt for the shortcuts.

● Enter keywords in the message field to search for the canned response● Select the canned response or press Enter to insert the canned response

Video: Using Canned Responses in Chat

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Canned Responses

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15 Scripts

An agent can use scripts as guidance or collect information while interacting with the customer. Scripts need to be managed and assigned to queue addresses before they are available in the agent desktop.

Script Management

The Engagement Center provides an app for managing scripts. As a supervisor, you can:

● Create a script● Set status of a script to active or inactive to enable or disable the script in the agent desktop● Manage tags for a script● View a list of all scripts● Search for scripts by script name, description, tags, or status● Update a script● Delete a script.

Script Assignment

The Engagement Center also provides a configuration app to assign scripts to queue addresses. As a supervisor, you can:

● Search for a script assignment by queue address name or script name● Update a script assignment by assigning or removing scripts● Create a script assignment by selecting a queue address name and assigning scripts to the selected queue

address● Delete the script assignment for a selected queue address● Delete multiple script assignments by selecting multiple queue addresses.

Video: Creating Scripts


This video covers the script management UI and script assignment UI.


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Scripts in Customer Interactions

After the scripts are created and assigned to queue addresses, you can use this feature in your interaction with the customer. As an agent, you can:

● Accept an incoming request and use multiple scripts in your interaction● Select one queue address to start a script and use multiple scripts in an outbound communication● Save the finished scripts to the interaction log● Open scripts from the interaction history.

Video: Using a Script


This video covers the script area of the agent desktop.


Legal Hold

As an auditor, you can open a saved script from the interaction history and set the transcript on legal hold. In such case, only users with certain authorization will be able to access it. You can also remove legal hold from the transcripts as needed.


Scripts

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16 Fuzzy Search

For account, contact person, and ticket searches, fuzzy search is used once at least three characters are entered as a search string. A fuzzy search is a fault-tolerant search that returns records even if the search string contains extra or missing characters or other types of spelling errors.

As an agent, you can search by individual account data, corporate account data and contact person data. You can search by both general data and communication data, as listed in the table in Search Attributes. For corporate accounts, the fuzzy search always returns data for both corporate accounts and the matching contact person together. In the case there is no associated contact person only the corporate account data is returned.

Accounts can have multiple addresses, one of which is set as the default address. You can search by communication data of the default addresses and non-default addresses.

Search Attributes

You can search by the following attributes:

Data Attribute Details

General data Name ● Fist name or last name for an individual account

● Organization name

Identifier ● Account number in SAP Customer Engagement Center

● ID from an integrated system

Communication data Postal address ● Street● City● Country● Postal code

Phone number ● Fixed-line phone number● Mobile phone number

Email ● Default email address● Additional email addresses

Tickets Identifier ● Ticket number in SAP Customer Engagement Center

Ticket description

Application Help for SAP Customer Engagement CenterFuzzy Search P U B L I C 39

Search Results

The fuzzy search returns general data and communication data for accounts, as defined in the table in the Search Attributes section.

Depending on the types of attributes you search with different results are returned.

● If your search string contains only general data the default communication data is returned.For example, when you search by first and last name of the account, the default postal address, the corresponding default phone number, and email address are returned.

● If your search string includes any communication data, for example, when you are searching by the email address, the search returns the account and the address information that contains this exact email. If multiple phone numbers are available for this address, the default phone number is returned.

NoteIn the Microsoft Edge browser, phone numbers are displayed as links in the fuzzy search results. When you click a phone number, the system offers to leave the agent desktop and navigate to an external system to make the call.

Fuzzy Score Calculation

When you enter a search string of at least three characters in the search field, it is compared with an index of all the data that is available to the fuzzy search. So, for every customer account in the system, the search string is compared to their name, account number, country, city, street, zip code, phone numbers, and email addresses. The fuzzy search algorithm calculates a fuzzy score for each of these comparisons. The score is returned as an average of the scores of all the compared attributes.

This means that even if the search string contains the exact name of the account you searched for, the score will not be shown as 100%. This is because the other attributes of this account that the fuzzy search also evaluated do not match the search string. The attribute that was exactly matched by the fuzzy search is shown in bold font in the list of results.

NoteThe fuzzy search cannot find a contact person without a workplace address and therefore such a contact person cannot be confirmed.


Fuzzy Search

17 Configuration UIs

Configuration UIs are used for setting up and customizing SAP Customer Engagement Center and for integrating with external systems.

The following tiles for configuration are available:

● Configure Skills for creating skills● Configure Queue Addresses for creating extensions and defining address-specific settings such as skill

requirements● Configure Schedules for defining opening hours for services● Configure Queues for creating queues to which agents log in● Configure Agents for adding agents to the system● Configure Agent Desktop to create or edit business objects, business document types, and views used in

the agent desktop app● Configure Integration - SAP Commerce for configuring the integration with SAP Commerce● Configure Integration - Solution for Utilities for configuring the integration with industry solution for utilities● Configure Integration - Cloud for Customer for configuring the integration with SAP Cloud for Customer● Configure Tickets for configuring various attributes of the tickets● Configure Interaction Tags for creating and updating interaction tags● Configure Email Addresses for configuring attributes of email addresses● Configure Script Assignments for assigning scripts to queue addresses● Configure Carriers for configuring third-party telephony and messaging integrations

For more detailed information on configuration, go to SAP Customer Engagement Center and see Administration Guide for SAP Customer Engagement Center > Business Configuration.

For more details on integrations with external systems, go to SAP Customer Engagement Center and see Administration Guide for SAP Customer Engagement Center > Integration.

Application Help for SAP Customer Engagement CenterConfiguration UIs P U B L I C 41


https://help.sap.com/viewer/product/SAP_CUSTOMER_ENGAGEMENT_CENTER

18 System Integration

There are various methods of integrating back-end systems in SAP Customer Engagement Center to enable the use of additional business transactions and functions. You can use the various integration options to tailor SAP Customer Engagement Center to your business processes.

Prerequisites

You must have a valid SAP license and must ensure that you are complying with the licensing policies of SAP .

If you want to integrate your SAP Customer Engagement Center with an SAP ERP system (Gateway Server), your back-end system must be available from SAP Customer Engagement Center. You can run SAP Customer Engagement Center in your intranet in order not to expose your back-end system to the public internet. Alternatively you can set up the system in a cloud environment. The latter also applies for SAP Business Suite systems when integrating SAP Customer Engagement Center with SAP GUI for HTML or synchronizing data by using SAP Cloud Platform Integration.

Setup and Configuration

See more information about setting up back-end system integration at SAP Customer Engagement Center in Administration Guide for SAP Customer Engagement Center.

18.1 Integration Based on SAP GUI for HTML

You can integrate your back-end system with the Engagement Center by using SAP GUI for HTML.

If you use the SAP GUI for HTML integration, various types of business transactions from SAP Business Suite systems can be integrated with the Engagement Center.

NoteSAP does not deliver any predefined integration of business transaction types using SAP GUI for HTML.

● The SAP GUI functions for processing the integrated business transactions are available as buttons at the top of the corresponding business transaction when it is called up in the Engagement Center.

● Based on the system configuration, the functions search, create, edit, and display can be provided in the session. The functions can be used for processing business transactions that are integrated using SAP GUI for HTML. To track your interactions and record the entries in the interaction log, set up a feedback channel for your business objects. The interactions are tracked when you launch the corresponding transactions from the agent desktop.


System Integration


● While an integrated business transaction is open in an edit or create mode, the Save and Close button in the agent desktop is grayed out. The button can only be used again once the business transaction has been closed.

● You can manually or automatically generate SAP GUI for HTML menu items (links to the search, create, and edit functions) in the Engagement Center.

In a similar way, you can integrate SAP Customer Engagement Center with any external system.

18.2 SAP ERP and SAP S/4HANA Integration

You can replicate the business partner master data from SAP ERP or SAP S/4HANA to the Engagement Center using SAP Cloud Platform Integration packages.

For more information, see SAP Cloud Platform Integration Guide for SAP Customer Engagement Center and SAP ERP, SAP S/4HANA, or SAP S/4HANA Cloud at SAP Customer Engagement Center.

18.3 SAP Commerce Integration

SAP Commerce integration with SAP Customer Engagement Center provides a single hub for customer service and support. The integration of SAP Customer Engagement Center and SAP Commerce provides SAP Commerce customers seamless alignment for helping their end users solve various issues.

The SAP Customer Engagement Center integration focuses on the following features:

● Managing an account in SAP Commerce. See Accounts [page 15].● Managing tickets. See Tickets [page 18].● Viewing basic details of sales orders. See Sales Orders [page 24].● Viewing sales orders in detail. See Sales Orders [page 24].● Canceling sales orders. See Sales Orders [page 24].● Launching SAP Commerce Assisted Service Module. See Assisted Service Module [page 44].


See more information about setting up the SAP Commerce integration at SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center > Integration > SAP Commerce Integration.

Application Help for SAP Customer Engagement CenterSystem Integration P U B L I C 43



18.3.1 SAP Commerce Text and Video Chat

You can integrate SAP Customer Engagement Center text and video chat widgets with SAP Commerce. This integration enables SAP Commerce customers to get assistance from customer support agents using text and video chat.

Related Information

Text and Video Chat ConfigurationText and Video Chat User Guide

18.3.2 Assisted Service Module

SAP Customer Engagement Center agents can access the SAP Commerce storefront within SAP Customer Engagement Center by launching the SAP Commerce Assisted Service Module to assist customers.

Prerequisite

To launch the SAP Commerce Assisted Service Module, agents must be registered in the “Employees” group within the SAP Commerce and have the appropriate roles for assisted service.

Launching SAP Commerce Assisted Service Module

When a customer needs some assistance in SAP Commerce, such as adding items to the shopping cart, creating a sales order, and so on, the customer can contact the agent for help by using the supported channels. For registered customers, the agent first identifies the customer and launches the SAP Commerce Assisted Service Module from SAP Customer Engagement Center by choosing the Create SAP Commerce Order link. The agent can then perform the required actions in the SAP Commerce storefront on behalf of the customer.

For anonymous customers, the agent launches the Assisted Service Module from SAP Customer Engagement Center and then creates an account for the customer. The agent can then perform other tasks, for example, create a sales order for the customer.

For more information about the assisted service, see SAP Commerce Assisted Service Module.


System Integration

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18.4 SAP Cloud for Customer Integration

SAP Customer Engagement Center integration with SAP Cloud for Customer enables the replication of accounts and service tickets.

SAP Cloud for Customer integration focuses on the following features:

● Replication of accounts. See Accounts [page 15] > SAP Cloud for Customer Integration.● Replication of service tickets. See Tickets [page 18] > SAP Cloud for Customer Integration.


See more information about setting up SAP Cloud for Customer integration at SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center > Integration > SAP Cloud for Customer Integration.

18.5 SAP Utilities Integration

SAP Utilities presents customer data within SAP Customer Engagement Center either in a flat structure or in a utilities-specific hierarchical structure, and also displays contract accounts and contract details, and utility details such as meter readings, invoices, and consumption.

SAP Utilities is an SAP ERP add-on service for the utilities industry. The integration with SAP Utilities enables the presentation of customer data either in a flat structure or in a utilities-specific hierarchical structure, based on the type of connectivity to the SAP ERP back end.

If you use OData to connect to the back end, the business partner account details are displayed in a flat view or a tree view. To use OData connectivity, you must possess a valid SAP Multichannel Foundation for Utilities and Public Sector license. If you use JSON-RPC to connect to the back end, the account details are displayed in tree view only, based on the corresponding partnerId and profileId.

This integration also enables the processing of a customer move-in, move-out, or relocation. Move-in process creates a new customer contract for utility installation. Move-out process terminates the customer contract. Relocation process combines the move-out and move-in activities sequentially.

See more information about setting up the integration with SAP Utilities at SAP Customer Engagement Center under Administration Guide for SAP Customer Engagement Center > Integration > SAP Utilities Integration.

See more information about SAP Utilities on SAP Help Portal.





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18.5.1 Manage Utility Details

View the contract and utility details associated with a selected customer and also initiate a move-in, move-out, or relocation process for the customer.

You can view the following details related to the customer, in the different tabs in Account view:

Tab Details

Overview The overview tab lists all the contract accounts associated with the customer, along with the details such as customer number, utility meter, and premise.

On selecting a contract account row, you can view the contract details, budget billing details and the meter reading.

Data View the personal details such as first name, last name, address and phone details associated with the selected customer.

Contracts Select a contract account to view the contracts associated with the account. Select a contract row to view the contract details.

You can also initiate a customer move-in, move-out, or relocation from the Contracts tab.

Invoices Select a contract account to view the billing invoice PDFs associated with the account.

Meter Reading Select a contract account to record the current readings on the meter. You can also view the previous meter readings and the future reading schedules.

Consumption Select a contract account to get a graphical view of the monthly consumption of utilities for the last six months.

Tree View

You can also view the account details in a hierarchical tree format in the Account Tree View tab. You can use the Collapse and Expand options to change the view as required.

NoteIf you use JSON-RPC to connect to the Utilities add-on, only the hierarchical tree view will be available.


System Integration

Move-In, Move-Out, and Relocation

Move-in process creates a new customer contract for utility installation. Move-out process terminates an existing customer contract. A relocation process combines move-out and move-in sequentially.

Move-In

Based on customer request, an agent initiates the move-in process. The agent identifies the customer based on the details collected from the customer and triggers the move-in. Move-in process requires the following details:

● Premise for installing the utility service● Utility product● Service provider for the utility service● Date to move in to the premise

The agent can preview the details and make any corrections, if required, before submitting. A parked document is created in the SAP Utilities system and it gets converted to a contract later, if the parked document is error-free.

NoteTo create a move-in request, the following conditions must be met:

● The customer is present in the SAP Utilities system and has been replicated to SAP Customer Engagement Center

● The premise already exists in SAP Utilities and has been linked to the customer account● The service providers are registered in SAP Utilities

Move-Out

An agent can initiate a move-out based on customer request. The agent triggers the move-out or the termination of the contract, after identifying the customer. Move-out process requires the following details:

● Contract associated with the premise of the existing installation● Date to move out of the premise

The agent can preview the details and make any corrections, if required, before submitting. A parked document is created in SAP Utilities, which in turn leads to the termination of the contract, if the parked document is error-free.

NoteTo create a move-out request, the following condition must be met:

● The customer is present in the SAP Utilities system and has been replicated to SAP Customer Engagement Center

Relocation

A relocation process involves the move-out from one premise and the move-in to a different premise.

For more information about move-in and move-out, see SAP Utilities documentation on SAP Help Portal.


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18.6 SAP S/4HANA Cloud Integration

You can integrate SAP Customer Engagement Center with SAP S/4HANA Cloud to provide a single hub for processing financial requests.

This integration enables accountants to get efficient financial related business support from agents in SAP Customer Engagement Center .

As an accountant, you can raise your service request using either of the following ways:

● Create a service request in SAP S/4HANA Cloud by using CoPilot● Contact agents to create a financial service request in SAP Customer Engagement Center

As an agent, you can perform the following actions related to the request:

● View and change the company code for the service request● View the financial attributes of the reference objects● Access the reference objects in SAP S/4HANA Cloud● Search and add reference objects to the service request● Propose a solution and change the service request status

In addition, the integration between SAP Customer Engagement Center and SAP S/4HANA Cloud provides a one-way synchronization of business partner master data from SAP S/4HANA Cloud to SAP Customer Engagement Center. For details, see SAP Cloud Platform Integration Guide for SAP Customer Engagement Center and SAP ERP, SAP S/4HANA, or SAP S/4HANA Cloud at SAP Customer Engagement Center.


System Integration


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