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Chapter 3
• Call center automation—When customers call a company to get assistance
with a company’s products, representatives can query a knowledge
management database containing information about the product. Some
knowledge management software accepts queries in natural language. If the
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company must develop a new solution in response to a unique customer
query, that information can be added to the knowledge base, which thus
becomes “smarter.”

SAP’s CRM Software
A number of tools that provide CRM functionality exist within the SAP ERP system.
For example, to make sure that information about sales contacts is available
throughout the organization, the SAP ERP system provides a contact management
tool,shown in Figure 3-13.Thistool isessentially adatabaseofpersonalcontact
information.

Source Line: SAP AG.
FIGURE 3-13 SAP ERP contact manager

Another CRM tool in the SAP ERP system is the sales activity manager; an example
showninFigure 3-14showswhat thecompany wantstoaccomplishwitha particular
sales call. This tool supports a strategic and organized approach to sales activity

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