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SAP CRM CTI Embedding

Description

Provides native CTI integration inside SAP CRM and SAP Service Cloud, enabling embedded call controls, automatic interaction logging, and customer identification via ANI lookup against the SAP business partner record.

Canonical use case

A manufacturing enterprise running SAP Service Cloud for after-sales support embeds ExpertFlow so service agents receive call context and can log call outcomes directly in the SAP activity timeline.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing