What is routing scenario in SAP (CRM - Customer Relationship Management)?

SAP Term: routing scenario

• Component: CRM

• Component Name: Customer Relationship Management

• Description: Combination of processing group, business partner group, routing server, communication medium, and attributes. The scenario specifies the connection of business data from the Online system regarding its use as routing data. Interaction Center agents and business partners are assigned to each other in the routing scenario. This specifies which agents are responsible for which business partners in business routing.

Smart SAP Assistant

• Key Concepts: 
  A routing scenario in SAP CRM Customer Relationship Management is a set of rules that define how customer inquiries are routed to the appropriate service personnel. It is used to ensure that customer inquiries are handled in an efficient and timely manner. The routing scenario can be configured to route inquiries based on criteria such as customer type, product type, or geographic location.
  
  How to use it: 
  To use a routing scenario in SAP CRM, first create a routing rule. This rule defines the criteria for routing customer inquiries. Once the rule is created, it can be applied to a specific customer inquiry. The system will then use the criteria defined in the rule to determine which service personnel should handle the inquiry.
  
  Tips & Tricks: 
  When creating a routing rule, it is important to consider the criteria that will be used for routing. For example, if you are routing inquiries based on product type, make sure that all product types are included in the rule. Additionally, consider adding additional criteria such as customer type or geographic location to ensure that inquiries are routed to the most appropriate service personnel.
  
  Related Information: 
  For more information on routing scenarios in SAP CRM, please refer to the SAP Help Portal (https://help.sap.com/viewer/product/CRM/7.0/en-US). Additionally, there are many online resources available that provide detailed instructions on how to configure and use routing scenarios in SAP CRM.