IC Web

[Former Member]

Hi Gurus,

I am new to Interaction center & would like to know the transactions in Interaction.

Also, please inform if I have IC Web will it completely the funcionalities of IC Win . Or do I need to rely on IC win.

If I still need to use IC win what are the transactions that will have tobe created in IC Win.

Regards,

Munshi

[former_member187490]

Hello Munshi,

I am afraid that I might completely undestand your question about what "transactions" are available in the Interaction Center. Perhaps you can clarify or elaborate on what you are looking for.

Regarding the second part of your question, SAP discontinued the IC WinClient after release CRM 20005 (CRM 5.0). Only the IC WebClient is available in the newer releases such as CRM 2006s, CRM 2007, and CRM 7.0. In general most of the IC WinClient functionality is also available in the IC WebClient. There are of course a few differences in functionality and technology. And IC WebClient offers many new capabilities that were not available in IC WinClient (such as ERMS, Intent-Driven Interaction, and so on). I am only aware of a few isolated instances where some IC WinClient feature does not yet have a corresponding functionality in IC WebClient -- and we are working on correcting those.

Warm regards,

John

[Former Member]

Thanks John,

I am looking at transaction/functionalities for IC agent like Interaction records, scratch pad, ERMS, etc etc.If you have the list for it kindly provide. I want to explore & advsie them to client for maximum utilisation of IC Web.

On IC Web Vs IC Win , I am particulary looking at Marketing transactions like Data Source & Attributes, Segementation. If these can be used in IC web or there would be performance issues due to Web interface.Because, the speed is slow compared to WIn.

Regards,

Munshi

[Former Member]

Hi Munshi

As John metions it really depends on the version you're working with but, CRM 2007 & 7.0 have made significant improvements in the area of Marketing:

Marketing Planner

Marketing Calendar

Marketing Attributes

Segmentation

External List Management

All of which is assessed from the Marketing Roles in the WEB UI

IC Agent can utilize the functionalities of Interaction Records, Service Tickets, ERMS, Scratch Pad

You will be able to find a vast array of information depending on the version you're working on here:

Help CRM 2007

http://help.sap.com/saphelp_crm60/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm

Help CRM 7.0

http://help.sap.com/saphelp_crm70/helpdata/en/e1/8e51341a06084de10000009b38f83b/frameset.htm

Regards

Arden