214 ◾ Implementing SAP
®
CRM
◾ Assignment Manager for apportioning and sharing critical information such as leads, cus-
tomers, and service requests across members of an enterprise
◾ Rule-based data synchronization for the coordination of a mobile force
◾ A workow manager for workforce collaboration in reacting to business events
◾ An assignment engine to automate the assigning of resources to asset of planned activities
◾ Call scripting to support call center agents in their interactions with customers
e SAP CRM strategy is to integrate all business operations in an overall system for planning, con-
trolling, optimizing, and monitoring all customer-related activities of a given business. SAP CRM
has included hundreds of best-business practices ...