CRM and CX Blogs by SAP
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Product and Topic Expert
Product and Topic Expert
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Continuous improvements based on customers' input

The last years, several  enhancements to the SAP Customer Relationship Management (SAP CRM) application in the areas of sales, service, marketing, and Interaction Center have been delivered which improve existing functionality. These enhancements have been requested by customers  through and increase the efficiency and effectiveness of our product for SAP CRM users.

If you want to get to know more what has been delivered in detail, check the Innovation Discovery for the programs. It gives a easy overview on what the developed Product Features and the corresponding SAP Notes:

Innovation Discovery CRM 2019

Find out more: Innovation Discovery


From Interaction Center perspective, following features of CRM 2019 are of special interest:

  • Usage of Standard Responses (Mail forms) in Interaction Center processes: understand usage standard responses

  • ERMS and Mail Forms: Display of Rule Policies assigned to the Mail Form

  • Attachments in e-mail preview in Agent Inbox