Wednesday, October 13, 2010

Navigation based on the IDI

Call Center Agents can be supported by automatic navigation in the interaction Center. This is especially recommended to be implemented on the events BPConfirmed and InteractionEnded.

In the rule policy you can select the logical link you want to automatically navigate to. This can for instance be the customer overview, the factsheet, the IC Inbox or even some transaction outside of SAP CRM (for instance in the ERP system) using the transaction launcher.

Together with the creation of own events as described here, this can be a powerful enhancement of the IC. The navigation to logical links can be defined based on events and conditions such as country of the customer, postal code etc.

The IDI rules as well as the navigation targets can be maintained in the IC Manager role.

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