5 Ways to Handle Sales Orders in IC WebClient: Which Is Best for You?

  • by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP
  • Henning Duerholt, Product Manager, SAP CRM, SAP
  • July 15, 2007
Learn about the five different sales entry options in Interaction Center WebClient, and determine which is the right choice for your organization.
Key Concept

One of several ways to capture sales orders in Interaction Center WebClient, the ERP sales order fully integrates CRM Marketing product proposals. It provides access to ERP order functionality via an Application Programming Interface (API). When you save the order or perform an availability or pricing check, SAP CRM reaches out to the ERP system via an API call.

t is hard to imagine a Porsche shopper complaining to the dealer: “I’m confused, should I buy the 911, Cayman, Boxster, or Cayenne?” Yet, many SAP CRM customers feel confused by the various telesales options available in Interaction Center (IC), specifically for IC WebClient. The older IC WinClient application is rather straightforward, with only two options: create the order directly in CRM via the embedded CRM sales order, or create the order in the back-end R/3 system via a Remote Function Call (RFC) using the Action Box tool.

In comparison, IC WebClient offers five sales entry options — each with a different set of strengths and limitations. We’ll explain each of the various options and offer some guidelines to help you choose the right sales order entry option. You’ll see that it can be as fun and easy as choosing a new sports car.

John Burton

John Burton is a director of product management at SAP and is responsible for the SAP CRM Interaction Center (including ERMS) and social CRM topic areas. John has 13 years of experience at SAP and has been involved with SAP CRM and the Interaction Center since 1999. He is also the author of Maximizing Your SAP CRM Interaction Center, available at the SAPinsider Store. John is an alumnus of the University of Michigan and Central Michigan University. John can be found on LinkedIn at www.linkedin.com/in/sapjohnburton.

John will be presenting at the upcoming SAPinsider Customer Engagement & Commerce 2017 conference, March 6-8, 2017, at the Walt Disney World Swan and Dolphin Resort. For information on the event, click here.

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Henning Duerholt

Henning Dürholt worked as an SAP R/3 SD and SAP CRM trainer and consultant for eight years before joining the SAP CRM Product Management in 2005. Focusing on the Interaction Center, he works on the integration of Interaction Center with back-end processes such as Logistics and SAP ERP Human Capital Management (SAP ERP HCM) as well as on the communication integration of SAP CRM processes.

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