Provides functionality for tracking and management of customer interactions using traditional phone, email or chat. Does not include telephony (CTI) itself, but provides interface that can be used with the most telephony systems. Its most added value is direct online connection with business data during the call. Interaction is always documented and can be analyzed later
IT Service Management
IT service management is separate part of service in SAP CRM. Provides tools to manage IT service processes, mainly:
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CZ