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
• SAP ECC 6.0

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

Notes

• Please note that this course is a shortened, recorded version of the related virtual live classroom course. For the recorded version the instructor has selected key topics that were considered of relevance. Please be aware that not all topics from the virtual live classroom course may be covered in the electronic version of the course due to time limitations

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