COURSE OBJECTIVES
Course participants will get to know Interaction Center WebClient (IC WebClient) specific processes as well as IC WebClient specific functions and corresponding customizing settings.
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TARGET 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
Recommended
- Knowledge of SAP CRM processes
- CR100: CR100: CRM Customising Fundamentals
Notes
Course based on software release
- SAP CRM 7.0 EHP3
- SAP ERP Central Component 6.0 EHP7
Course Outline
- 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