Hello Colleagues,
I need help for figuring out how to integrate SAP Cloud for Service and Social Engagement and SAP Contact Center in a specific scenario:
The intended scope includes managing Tickets in C4C originated from different digital channels, more specifically: Facebook, Twitter, SMS, Chat and E-mail.
The customer´s requirements include Ticket routing in C4C according to the work load, availability and skills of the service agents. This is where SAP Contact Center enters in the scenario.
My questions are related to the SAP C4C vs. SAP Contact Center integration, specially routing of Tickets created in C4C from Facebook/Twitter.
The main question is how to configure the points marked in red in the attached screen shot, i.e., routing tickets created in C4C from Social Media channels using SAP Contact Center.
Should the Ticket be somehow “pushed” from C4C to SAP Contact Center? Is it “pulled” from SAP Contact Center? Any developments required for this integration?
Any help to clarify the above questions, as well as to the overall integration between SAP C4C and SAP CCtr will be greatly appreciated. There is currently no detailed documentation about this.
Thanks in advance and best regards,
Eduardo Mentzingen