C4C is the new front-end system SAP have developed to improve the end user experience. In this system both tickets and activities can be created to record customer interactions or create hand offs between teams in the front-end system. Back office has no visibility to this in standard SAP they will need to log into the front-end system and look for the specific customer to see if any work/notes are relevant to their work. This is time consuming and requires training on multiple systems.
Therefore, BDEx has been developed to integrate with these systems and display both Tickets and Phone Call activities within the Customer Centric Hub.
These items will be displayed just as any other work request you can see in BDEx. Reducing the need for extra training. Helping your users make informed decisions and providing all the information they need to do their job.
The activities and tickets are extracted real time using the history filter in the BDEx Profiles. The notes are displayed in the notes tab to enable the users to see all the interactions in one place.
These can be switched off at the Profile level if decided C4C data should not be displayed.
Please contact Basis Technologies to understand the activation process and integrations required for this functionality.
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