Goals

  • Course participants will get to know Interaction Center WebClient (IC WebClient) specific processes as well as IC WebClient specific functions and corresponding customizing settings.

Audience

  • Members of project teams who are involved in implementing the SAP CRM Interaction Center WebClient
  • SAP consultants and partners
  • Customers who work with the SAP CRM Interaction Center WebClient

Prerequisites

Essential

  • SAPCRM Overview of the SAP CRM solution
  • CR580 SAP CRM User Interface

Recommended

  • Knowledge of SAP CRM processes
  • CR100 SAP CRM Customizing Fundamentals

Course based on software release

  • SAP CRM 7.0 EHP3
  • SAP ERP Central Component 6.0 EHP7

Content

  • IC Agent functions
  • IC Marketing and Sales
  • IC Service
  • IC Web Client Functions and Profiles
  • Communication Architecture
  • Agent Inbox
  • Rule Modeler
  • Category Modeler
  • IC Manager functions