Course Version: 081

Duration: 3 days

Delivery Type

• Instructor-led Classroom

Audience

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

Prerequisites:

Essential

• SAPCRM Overview of the SAP CRM solution
• CR100 CRM Customizing Fundamentals
• CR580 SAP CRM User Interface

Recommended

• Knowledge of SAP CRM processes

Goals

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

Course Based on Software Release

• SAP CRM 2007
• 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