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CRM_IC_CEBP: Context Transfer (Enhanced) ( RELNCRM_7E1_IC_CONTEXT )

CRM_IC_CEBP: Context Transfer (Enhanced) ( RELNCRM_7E1_IC_CONTEXT )

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Short text

CRM_IC_CEBP: Context Transfer (Enhanced)

Use

As of SAP enhancement package 1 for SAP CRM 7.0, business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP), the context transfer capabilities for communication-enabled business processes (CEBP) and interaction center (IC) business roles have been enhanced.

This function allows one user to transfer business context (for example, all the recently accessed objects in the sender's CRM session) to another user. Additionally, you can now do the following:

  • Access the contact attached data (CAD) view
This feature was already available for the IC business roles and is now also available when using CEBP business roles.
  • Transfer business context through instant messaging
  • Transfer multiple business contexts at the same time
You can add multiple objects to the contact attached data (CAD) view (for example, all the entries under Recent Items). The entire contents of the CAD view can then be transferred between users during phone call or instant message context transfers.
  • Import items from the activity clipboard (IC business roles) or the recent items (CEBP business roles) to be transferred as context

Effects on Existing Data

New buttons have been added to the WebClient UI, including Import Recent Items and Delete All Entries. On the IC UI, there is also a new button called Import Activity Clipboard.

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

You can now enable multiple context transfer in Customizing for Customer Relationship Management under Basic Functions -> Communication Management Software Integration -> Define CMS Integration Profiles.

Further Information

Release note CRM_IC_CEBP: IC and Communication-Enabled Business Processes






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Length: 2503 Date: 20240520 Time: 201625     sap01-206 ( 48 ms )