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Hi Champions ,

I am new as SAP CRM Functional Consultant and currently implementing CRM Project. I have theoretical concept of IC but not any technical and configuration expertise .

My client has following requirements about IC:

1. IC Agent will receive call from different prospects , w/out any integration on IC.

2. On CRM there would be several BP data records like prospects, applicants , students , alumni , agents , staff (Integration with HCM) and others

3. For example any prospects call , and IC agent search his record and then record his query on IC and then send to relevant dept for solution.

My concerns are:

  • How any Request / complaint can be maintained on SAP CRM IC ?
  • How compliant can be send to relevant Dept and person for solution ?
  • How Knowledge base system can be maintained on SAP CRM comprises of different messages which IC use to integrate or send to contact person.

Please guide


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  • Best Answer
    Posted on Dec 09, 2015 at 08:18 AM


    Actually it is possible to integrate the same workcenters for service request/complaints in CRM IC business rules which are used in business roles of type CRM Webclient (e.g. SERVICEPRO).

    • The workscenters have to be integrated in the navigation bar and the service request/complaint has to be defined as dependent business transaction in the business transaction profile (function profile ID IC_BT). See KBA 1770103 for further information.
    • For sending you might think about using the Dispatch functionality. Here you can define rules which decide to which team a service request should be forwarded. See
      SAP Customizing Implementation Guide
      Customer Relationship Management
      Settings for Service Requests
      Forwarding Service Requests
      or SAP Library: Forwarding Service Requests
    • To find out more about Knowledge Based Articles, see SAP Library Information Flow.

    In general, to find out more about configuration, see SAP Best Practices - Content Library for Service.

    Best Regards,

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