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Usability Enhancements to Knowledge Search (Enhanced for SP03) ( RELNCRM-IC-SOL_40SP03_KS )

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Usability Enhancements to Knowledge Search (Enhanced for SP03)

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In SAP CRM Release 4.0 SP03, the following usability enhancements have been made to the knowledge search in the Interaction Center (IC) WebClient:

• When agents select items from the search results and add them to the cart, the items are automatically selected in the cart, so that agents no longer need to select the item in the cart before further processing, for example, before sending a solution to e-mail.

• After agents process one or more selected items in the cart (for example, remove items from the cart), the remaining items in the cart are automatically selected.

• In the cart, the name of the Actions column has been changed to Status.

• If the cart contains only solutions, the Export to Case button is disabled.