Partner Channel Management > Channel Service > Live Support

Live Support

Main Process

 

 

 

See also

 

The Live Support allows organizations to provide immediate assistance to partners from within the Web site. Partners can choose to chat, e-mail, or submit a call-back request. Based on partners' preferred communications modes, SAP CRM automatically incorporates all relevant customer information – including web shop context, profiles, past orders and service histories – and displays it on agents’ desktops in real time.


The following business goals and objectives can be achieved through the implementation of these processes:


Business Processes

ChatSAP Component or Feature Available

Allows partners to engage a customer service representative in a one-to-one text chat session for live assistance in the Partner Portal. Supports timely and effective resolution of partner inquiries and issues by enabling both parties to send messages, files, and links in real-time.

This process is supported by the following SAP and/or partner offerings

  • SAP Service Management (SAP CRM)

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    E-MailSAP Component or Feature Available

    Allows partners to engage a customer service representative via email if a real-time response is not required.

    This process is supported by the following SAP and/or partner offerings

  • SAP Service Management (SAP CRM)

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    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus
    Please note that the Solution Map, containing proprietary information of SAP AG, reflects SAP's current development intentions, which are subject to change. Future focus coverage may be provided by SAP or SAP partners. Check for local availability of all SAP and SAP partner solutions. ©SAP AG 2007