CR400 Contact Center in CRMCR400Contact Center in CRM SAP AG 2001nR/3 SystemnRelease 2.0CnJuly 2001n5004 9816

CopyrightCopyright 2001 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted inany form or for any purpose without the express permission ofSAP AG. The information contained herein may be changedwithout prior notice.All rights reserved. SAP AG 2001Trademarks:nSome software products marketed by SAP AG and its distributors contain proprietary softwarecomponents of other software vendors.nMicrosoft , WINDOWS , NT , EXCEL , Word , PowerPoint and SQL Server are registeredtrademarks of Microsoft Corporation.nIBM , DB2 , OS/2 , DB2/6000 , Parallel Sysplex , MVS/ESA , RS/6000 , AIX , S/390 ,AS/400 , OS/390 , and OS/400 are registered trademarks of IBM Corporation.nORACLE is a registered trademark of ORACLE Corporation.nINFORMIX -OnLine for SAP and INFORMIX Dynamic ServerTM are registered trademarks ofInformix Software Incorporated.nUNIX , X/Open , OSF/1 , and Motif are registered trademarks of the Open Group.nHTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C , World WideWeb Consortium, Massachusetts Institute of Technology.nJAVA is a registered trademark of Sun Microsystems, Inc.nJAVASCRIPT is a registered trademark of Sun Microsystems, Inc., used under license fortechnology invented and implemented by Netscape.nSAP, SAP Logo, R/2, RIVA, R/3, ABAP, SAP ArchiveLink, SAP Business Workflow, WebFlow,SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo and mySAP.comare trademarks or registered trademarks of SAP AG in Germany and in several other countries allover the world. All other products mentioned are trademarks or registered trademarks of theirrespective companies.

SAP Customer Relationship Management SAP AG 2001

Course Prerequisitesl Understanding of Customer Relationship-relatedprocessesl Industry knowledge of Contact Centersl Completion of Level 3 courses SAP AG 2001

Target Groupl Audience:nCustomer Project Team Membersinvolved with CRM implementationnSAP Consultants and Partners workingwith CRM customersl Duration: 3 days SAP AG 2001

Course OverviewContents:l Course Goalsl Course Objectivesl Course Contentl Course Overview Diagraml Main Business Scenario SAP AG 20011999 SAP AGCR4001-1

Course GoalsThis course will prepare you to:l Use Interaction Center as an agentl Understand the functions of the InteractionCenter scenariol Customize Interaction Center for differentbusiness usesl Understand the technical architecture ofInteraction Center SAP AG 20011999nThis course is a combination of a level two and a level three course.nIn the level two section you will learn how to operate the Interaction Center as an agent.nIn the level three sections you will learn how to customize the interaction center for differentbusiness uses. SAP AGCR4001-2

Course ObjectivesAt the conclusion of this course, you will be able to:l Process a transaction via the Interaction Centerscenariol Customize the Interaction Centerl Explain the architecture of the Interaction Centerl Understand the integration of components SAP AG 20011999 SAP AGCR4001-3

Course ContentPrefaceUnit 1OverviewUnit 7Activity ManagementUnit 2Getting StartedUnit 8E-mail ManagementUnit 3Agent FunctionsUnit 9Knowledge ManagementUnit 4Creating a CIC ProfileUnit 10Service TransactionUnit 5Configuring Components Unit 11Technical ArchitectureUnit 6Action Box Configuration Unit 12Course Wrap-up SAP AG 2001 SAP AGExercises, SolutionsAppendixCR4001-4

Course Overview p-upWrap-up SAP AG 2001 SAP AGCR4001-5

Main Business ScenarioYou are .l An agent in the SAPCOE call centerresponsible for responding to customerinteractions via phone and E-mail.l As the agent responsible for the design andimplementation of the call center, you mustconfigure a variety of CIC screens andassign these screens to different agents. SAP AG 20011999 SAP AGCR4001-6

Getting StartedContents:l Interaction Center as a part of SAP’s CustomerRelationship Managementl High-level components and architecture of CRMl Overview of the technical structure of CICl CIC terminologyl Business Partners SAP AG 20011999 SAP AGCR4002-1

Getting Started: Unit ObjectivesAt the conclusion of this unit, you will be able to:l Describe how the Interaction Centeris integrated in SAP’s CustomerRelationship Managementl Describe on a high level the componentsand architecture of CRMl Describe the technical structure of CICl Describe terminology specific to CICl Describe Business Partners SAP AG 20011999 SAP AGCR4002-2

Getting Started: Overview p-upWrap-up SAP AG 2001 SAP AGCR4002-3

Goals of SAP Customer Relationship erl Convenient Access:nInternetInternetSupport all main Channelsof Customer Interactionl Synchronized Interaction:nConsolidate Relationship Knowledge:‘One Face to the Customer’l Intelligent Collaborationn SAP AG 2001Creating customer value through intelligent,knowledge-based collaborationnThe goal behind Customer Relationship Management is to synchronize and optimize all customerinteractions to present One Face to the Customer. Through convenient access, all channels ofinteractions are supported. Face to face, call center via telephony and E-mail as well as the internet.nWith CRM, a company will be able to better leverage its customer interactions, resulting in improvedmarket performance and increased customer satisfaction.nCRM is aligned with SAP’s mySAP.com strategy. SAP AGCR4002-4

CRM Business nterBusinessPartnerCollaborationSalesMgmt. &SupportMarketingAnalysisTelesalesProduct& BrandMgmt.Internet TelemarketingMarketing SAP AG 2001nThe Interaction Center, one of 16 scenarios in CRM, allows customers, prospects, partners, andemployees to interact with Customer Service and Support Centers through multiple channels ofcommunication.nUser Role is the Customer Service AgentnChannels of CommunicationŸ TelephoneŸ E-mailŸ Face-to-FacenThe Customer Interaction Center is a Technology within the Interaction Center scenario SAP AGCR4002-5

Release Strategy: CICl The CIC technology was first shipped in R/3 4.5l In CRM, the technology has been been availablesince Release 1.2 and has been developed furtherfor use in the Interaction Center, Service Center,Telemarketing and Telesales scenarios SAP AG 2001 SAP AGCR4002-6

CRM ArchitectureR/3 SystemCRM SystemInternet SalesPresentationpublishKPROR/3 BackendIndexServerCRM SystemBrowserpublishPlug in PCAPOBWWorkbenchSAP Applications (Add-On s)ClientMobile Sales/Service SAP AG 2001 SAP AGCR4002-7

Terminologyl Interaction Centerl Customer Interaction Centerl Contact Centerl CTI Layerl CIC Profilel Frameworkl Componentl Workspacel Agent SAP AG 2001nInteraction Center is one of the 16 business scenarios defined within the CRM system.Customer Interaction Center is the underlying technology that is used in this scenario.nA contact center is any place in a company where customer interaction take place. Most companieshave multiple contact centers.nThe CTI layer, which connects to SAP through the SAPphone gateway, is the interface to thetelephone switch.nThe CIC profile is the fully customized screen for the call center agent. The CIC profile can bedesigned specifically to suit their skill set and job. It is based on a framework and componentprofiles and is linked to the agent in the organizational hierarchy.nA framework is a structure that allows flexibility within CIC. Components, visible and hidden, areadded to a framework to allow maximum productivity of an agent.nAgents are any users of CIC front office functionality.nAppendix C lists Telephony Controls and Agent Work ModesnAppendix E lists the Call Center Glossary SAP AGCR4002-8

Customer Interaction CenterTelephony Edit Goto Incoming calls Agent System HelpCustomer Interaction CenterInwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind TransferBusiness partnerNamePhonePartnerNamePartnerABC Technology523-345-2243554MainCall StateDNISConnected312-451-1576Connie TsangTranslation800-522-1576Hardware Service LineRemind customer of upcoming user conferenceMainThe HistoryDisplay allWithValid fromExp. DateStatusTrans.Trans.Call ProcessingBusiness DataCustomer HistoryOrder Period04/02/200005/17/2000The ActivityPartnerThe BP searchInboxIIA3800Candid International TechnologyAddress30 Birch RoadChicago 30304 IL USDateDateRelationHas contact 17/2000 CRM5/17/2000CRM activityactivity128812884/21/20004/21/2000 CRMCRM activityactivity12664.20.2000 CRM activityactivityConnie TsangAddress20 Elm RoadChicago 30304 IL US SAP AG 2001nThis is an example of the Customer Interaction Center within the Center scenario. SAP AGCR4002-9

CIC / CTI ArchitecturePBXTelephone Switch(Lucent, Siemens,.)IVR LinkComputer TelephonyIntegration (CTI) Link(TSAPI, HP CCM, GENESYS,.)Telephony Server(AMC, Aviso, Genesys,.)Customer InteractionCenterSAPphone APISAP CRM SAP AG 2001nCTI Architecture with IVR. IVR is an optional, but widely-used method of interaction withcustomers.nCall Flow:Ÿ IVR Script begins interacting with callerŸ IVR sends call attached data to telephony serverŸ Switch routes call to queue / extensionŸ Switch alerts CTI Link of routed callŸ CTI Link alerts telephony serverŸ SAP Application Server receives incoming call alertŸ Agent receives screen-pop with ANIŸ Telephone call is transferred to agentŸ Telephony server transfers CADnThis course covers the configuration and use of the Customer Interaction Center. CTI is not includedsince it is vendor-specific.nNote: Telephony is only one means of communication with CIC. Incoming E-mail is also supported. SAP AGCR4002-10

FunctionalityInteractive IntelligentIntelligent AgentAgentBusiness TransactionsReportingAnalysisActivity ManagementTelephony IntegrationContact PersonsBusiness PartnersSolutions DatabaseE-mail Management SAP AG 2001 SAP AGCR4002-11

CRM Business PartnersConceptConceptCentralCentral DataDataRolesRelationshipsRelationshipsCRM DataData SAP AG 2001nThe Central Business Partner enables a central and uniform administration of business partnersregardless of components.nSAP business partner offers an open infrastructure for the binding of application-specific attributesfor business partners. The integration takes place by means of a role where business partnerattributes from different applications can be merged.nCRM business partner can also maintain relationships among business partners.nData specific to CRM is also maintained. SAP AGCR4002-12

Classic R/3 Business PartnerCustomer HierarchyCoworkerVendorHierarchySD FIPatientMM FICustomerBorrowerRenterAccounts receivableVendorCreditorww DualityDuality Customer-VendorCustomer-Vendor // editorww DesignedDesigned for managing companiesww ApplicationApplication specific (SD,(SD, MM,MM, FI,FI, TR,TR, IS,IS, .).)ww PreconceivedPreconceived businessbusiness transactionstransactions andandscreensscreensww IntegrationIntegration through tablestables (KNA1,(KNA1, LFA1)LFA1) SAP AG 2001nIn the R/3-Core-Components, the implementation of specialized business partner figures is in theforeground, i.e. here BP master data are application-specific (SD, MM, FI, TR, etc.)nThis led to the fact that whole series of partner records like customer, supplier, coworkers, users,bank, and Treasury partners were created.nMaster data such as name, address, and bank account were entered several times (e.g. a businesspartner is both debtor and account payable). SAP AGCR4002-13

SAP CRM Business Partner : ConceptPatientBusiness Partner StructuresCoworkerBorrowerCreditorRenterBusiness alpersons and organizationsManufacturingindependent of applicationPlantopen infrastructureintegration through operationalconcepts SAP AG 2001nThe Central Business Partner enables a central and uniform administration of business partnersregardless of components. Application-neutral data such as name, address, and bank account isentered once. Organizations and persons are identified independent of application.nSAP Business Partner offers an open infrastructure for the binding of the application-specificattributes for Business Partners.nThe Business Partner information integration takes place by means of the role concept. Allinformation on one Business Partner that may be required by any application, can be entered againstthe specific role and stored centrally. When required by the different applications, the informationpasses from this central location. SAP AGCR4002-14

CRM Business Partners: Central Datal Typel Groupingl RolenCentral Data Application Independent DatawwwwNameAdressesPersons / Organizational Data (control data)Banking Relationships SAP AG 2001nType: When creating a business partner, the type attribute determines which type of business partnerwill be created. In CRM 1.2, the following types are delivered: Organization and Person. Dependingon the type, different attributes will be maintained in the control data. For example, when creating abusiness partner of the type Person, first and surname, name at birth, known as, Name affix 1/2,Academic title, Name affix, country for format, salutation, and language are attributes that can bemaintained. For the type Organization, attributes such as legal entity, legal form, and date foundedcan be maintained.nGrouping determines the number range assignment to business partners.nRole: The basis for the definition of a role is a business process. A role is a supplement to a BPproviding further attributes. (discussed in more detail in next slide)nThe central data of CRM Business Partners concentrates on the basic information of a BusinessPartner. This data is maintained centrally and is independent of applications and roles. Thisfacilitates the concept of Central Business Partner. The name, address, control data, and bankingrelationships may be common to all the roles. Hence, it is maintained once in a central location. SAP AGCR4002-15

CRM Business Partners: Rolel BP Role corresponds to an operational / managerialrelationship in which a BP can operatel Depending on the business process, a Business Partnercan take on a specific BP RolenProcessOrderèèBP RoleCustomerMerchandise deliveryèMerchandise receiverExample:l For each Role, several different attributes are applicablel BP Roles consist of building blocks called Data sets SAP AG 2001nA role describes a business-context-specific view for a BP. The following roles are standard:- Prospective customer- Contact person- General - beyond industry specific- Ship-to- Sold-to- Bill-to- Payer- Industry specific such as: IS-u: Contracting party, Installer IS-IS-CD: Contracting partyŸ A Business Partner can have several roles. For each role different attributes are maintained. SAP AGCR4002-16

CRM Business Partners: CRM Datal Data for each sales area can bemaintainednSalesnShipmentnBillingnPartner functionsl Classificationl Business Hoursl Partner Function Exemptl Fact Sheet SAP AG 2001nFor each of the sales area, data specific to sales, shipment, billing and partner functions can bemaintained. The source of the data is also indicated. An overview screen of sales area displayswhich data has been maintained. (Search for a sales area will display this screen)nClassification determines the replication of the Business Partner master data from the CRM systeminto the R/3 system. An account group is assigned to the role of a Business Partner. Theclassification screen allows you to determine which business partners will be created in R/3 based oncustomizing. BPs without allocation to an account group are not replicated to the R3 system. Alsoassigned to the classification is the allocation of numbers (internal / external) With externalallocation, the customer records created at the R3 system will have the same number as the BPcreated in the CRM system.nBusiness hours for calling, goods receiving, and visiting hours can be maintained dependent onBusiness Partner role.nPartner functions in which a Business Partner can not participate in are defined in the PartnerFunction Exempt screen.nFact sheet: Combined information for a Business Partner with possibilities of different viewsŸ System independent (R/3, CRM, BW)Ÿ Remote Access to R/3- and BW-SystemŸ Data transfer via XMLnSelection of a sales sector : Connects only to R/3 data at sales organization levelŸ No effect on CRM and BW data SAP AGCR4002-17

CRM Business Partners: Relationships SAP AG 2001nBP relationship can exist between two business partners. The BP relationship category describes thenature of the relationship and characterizes the features the relationship possesses.nRelationships can have different categories. For example:Ÿ For business partners and contact persons, the relationship can be defined as is contact person ofor is department of.nDifferent relationship categories (is married to, is supplier of, is customer of, is competitor of) can bedefined in the customizing process.nEach relationship can have particular attributes and directions.nRelationships can be reversible. For example, business partner A is outlet of business partner B.Then B can not be an outlet of A as well.nCardinalities for relationships can be defined. SAP AGCR4002-18

Business Partners OverviewBusinessBusiness PartnerPartnerContactPersonPersonl Business Partners are entitieswho are directly involved in abusiness relationshipnSold-to PartynShip-to PartynBill-to PartynPayernProspectsnCompetitorsl Contact Persons are peopleinvolved in business activitiesncontact personl Contact Persons areassociated with BusinessPartners via relationships SAP AG 2001nFor the purpose of the Interaction Center, two Business Partners are important to the processing ofinteractions.1. Business Partners summarize all legal entities involved in a business process. Roles define thefunctions of a business process in which the partner will participate i.e. sold to, ship to.2. All people involved in market activities are defined as Contact Persons. Contact Persons are anown object (not just part of the business partner object) as defined by the role Contact Person.nContact persons are associated to Business Partners via relationships. A Business Partner may havemultiple contacts and a Contact Person may be associated with multiple Business Partners. SAP AGCR4002-19

Getting Started: Unit SummaryYou are now able to:l Describe how the Interaction Centeris integrated in SAP’s CustomerRelationship Managementl Describe on a high level the componentsand architecture of CRMl Describe the technical structure of CICl Describe terminology specific to CICl Describe Business Partners SAP AG 20011999 SAP AGCR4002-20

ExercisesUnit: Getting StartedTopic: Business PartnersAt the conclusion of these exercises, you will be able to: Find and display a Business Partner Create a new Business PartnerDisplay the data for various rolesAs a member of the project team, you would like to review the existingBusiness Partners and confirm that various roles can be created.1-1Display the Business Partner Hotel Alfonso Del Vida. What roles are maintainedfor this partner? What relationships exist?1-2Create a Business Partner number CR400-## named ABC Company-## with:Role – General DataPartner type – OrganizationGrouping – External alphanumeric number assignmentMaintain the data for the address and control data tabs1-3Create a Business Partner CR401-## named John Turner-## with:Role – General DataPartner type – PersonGrouping – External number assignmentMaintain the data for the address and control data tabs1-4Why are the requirements of the control data tab different between the two partners.1-5Create a relationship where John Turner-## is a contact person forABC Company-## SAP AGCR4002-21

SolutionsUnit: Getting StartedTopic: Business Partners1-1Display the Business Partner Hotel Alfonso Del Vida. What roles are maintainedfor this partner? What relationships exist?Master Data Business Partners Maintain Business PartnerSearch for the partner Ho* and select Hotel Alfonso Del VidaReview the data for each tab.1-2Create a Business Partner number CR400-## named ABC Company-## with:Master Data Business Partners Business Partner CR400-##Select Create OrganizationRole General DataEnter: Grouping as External alphanumeric number assignment,Enter the name ABC Company -## and the address data (must enter at least thecountry, postal code, and region).On the central data tab, enter the legal form and entitySAVE1-3Create a Business Partner CR401-## named John Turner-## with:Master Data Business Partners Business Partner CR401-##Select Create PersonRole General DataEnter: Grouping as External alphanumeric number assignment,Enter the name John Turner-## and the address data (must enter at least thecountry, postal and region)On the control data tab enter the required informationSAVE SAP AGCR4002-22

1-4Why are the requirements for the control data tab different between two partners?The information on the Control Tab is controlled via configuration and the definedrole. For organizations, it is important to know the legal requirements. For persons,the personal data is maintained. For both, the address data, payment data, andrelationships are also maintained.1-5Create a relationship where John Turner-## is a contact person for ABC Company##.Master Data Business PartnersEnter CR401-## and change.Click General DataChoose Relationship Category Is contact person for.Click CreateEnter CR400-## in Business Partner field.The usage tab displays.Click the green arrow to continue.Save. SAP AGCR4002-23

Agent FunctionsContentsContentsl Work Center and User Settingsl Agent Log-in / Log-outl CIC Visible Components SAP AG 20011999 SAP AGCR4003-1

Agent Functions: Unit ObjectivesAtAt thethe conclusionconclusion ofof thisthis unit,unit, youyou willwill bebe ableable to:to:l Establish work center and user settingsl Perform the agent steps for logging in,answering a call, executing a transactionl Describe the visible components of theCustomer Interaction Center SAP AG 2001 SAP AGCR4003-2

Agent Functions: Overview p-upWrap-up SAP AG 2001 SAP AGCR4003-3

Work Center-Specific Settings (Administration)l Work center ID (for example, 00000000000000000032) is the keyunder which work center settings are saved locally onto the computer harddiskl The work center type: Work center-dependent, User-dependent, Temporaryl Telephone number (8800) is the number of the telephone assigned to thework center. Controls extension(s) to which phone is connectedl Telephony server (BOSTON Server) is the name of server that is assignedto the work centerl User responsible (EMCCART) is the CRM user to which work center is assignedl Current user (FELLOWSP) is the current CRM user at work centerl Host name (TOR00139) SAP AG 2001nPrior to using the Interaction Center, specific settings for the work center and the user must be set.nA number of settings that enable the agent to use SAPphone telephony functions are made atCustomer Relationship Management Customer Interaction Center Administration Agent SettingsnWork center-specific settings contain the attributes of the computer, telephony server, telephone, andresponsible user.nThe Computer Telephony Integration (CTI) component supports multiple extensions.nThe work center type describes how work center settings are found when logging on to R/3: Workcenter-dependent: The settings are closely linked to the physical work center. Either the work centerID was stored in the registry of the PC or the host name of the PC was saved together with the workcenter data.Ÿ User-dependent: The settings are closely linked to the responsible users of the work center. If theuser logs on to a different work center, his/her settings are also transferred to this work center.Ÿ Temporary: The settings are linked to the user that is currently logged on. Since this information islost when you log off, the work center settings are also deleted when you log off. SAP AGCR4003-4

User-Specific Settings (1) (Administration)l Display incoming callsOption to display dialog box containing caller data and list ofapplications that can be called. List contains tasks suitablefor incoming calls for which the agent has authorizationl Start task immediately (Create service notification)Triggers task immediately in the event of an incoming calll Notification of call if absentMessages containing caller data and a callback function canbe displayed in the SAPoffice inbox of the user responsiblefor the work center SAP AG 2001nNote: The first time that an agent logs on to use the CIC Interaction Center, the agent should alsomaintain their area code and extension number.nUser-specific settings define how the incoming calls are to be handled. When an agent logs onto adifferent work center, the system recognizes the current user and applies the appropriate usersettings.nCustomer Relationship Management Customer Interaction Center Administration Agent Telephone number SAP AGCR4003-5

User-Specific Settings (2) (Administration)l Address data areas for caller dataOption to define address data areas that are searched inCentral Address Management for caller data (name,company, address number) on the basis of the caller’stelephone numberl Number group for deflect callsOption to specify groups of telephone numbers to whichcalls can be transferred without being answered firstl Call center logon dataUser ID data that is required so that user can log onto the call center software SAP AG 2001nAddress data areas for caller dataIn the event of an incoming call, address data within Central Address Management is searched forcaller data, based on the caller’s telephone number. You can specify both the address data areas andthe sequence in which they are to be searched. The data areas are listed in the order in which theywill be searched for the correct information, so rank appropriately to tune search times. The data areathat returns the highest number of hits should be the first entry because this will reduce search times. SAP AGCR4003-6

Agent LoginTelephony Edit Goto Incoming calls Agent System HelpLoginLogoutReadyInwait Answer Hold Retrieve Reconnect Alternate End Call Conference Call Blind TransferNot readyWork/ReadyBusiness partnerCall ProcessingWork/Not readyCall StateNameTranslationDNISFramework StatusPhoneCustomer Interaction CenterPartnerNamePartnerMainMainThe HistoryDisplay allWithValid fromExp. DateStatusBusiness DataCustomer HistoryOrder Period04/02/200005/17/2000The ActivityThe BP teDateDescriptionDescriptionCityPostal codeRegionCountry SAP AG 2001nBefore taking calls an agent must log in to a queue. This can be as automated or manual as required.nThe most automated method is Automatic login with nothing else selected. This would log in theagent as soon as they executed the CIC transaction without popping any queue logon screens. Itwould be transparent to the user that a logon had occurred.nThe second most automated method is Automatic Login, Queue Selection Screen, and QueueAutomatic Selection. This results in the queue logon screen popping up when the agent executed theCIC transaction, and preselect the queues assigned in Customizing. This gives the agent somecontrol, but prompts for action.nThe least automated method would require an agent to use the menu transaction Agent Login.This would happen if the Auto Selections were not marked.nCall queues are defined in the CTI Queue Maintenance screen and are assigned to profiles inCustomizing. Possible queues could be Service Inquiries, Customer Complaints, or Sales Line.nLogging in registers the agent with the telephone switch. SAP AGCR4003-7

Visible Slots of the FrameworkApplication toolbarExtended BusinessPartner Search2Call state view (1 Line)3Scripting (2 lines)4Action Box Slim (1 Line)1Navigation AreaApplication Area57Sub screen,tab strip,controls6Sub screen, tab strip,fix sub screens, dynamic HTMLs and controlsQuick Keys, Component Container or User-defined SAP AG 2001nThe framework has 7 slots with predetermined sizes that are not user modifiable. The main slot (slot6) is occupied by the application area.nThe frame

1195 5/17/2000 CRM activity 1288 4/21/2000 CRM activity 1266 4.20.2000 CRM activity 1195 5/17/2000 CRM activity 1288 4/21/2000 CRM activity Inbox IIA Customer Interaction Center n This is an example of the Customer Interaction Center within the Center scenario.