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CRM_CASE_IC_PROF_51 - Define Profiles for Case Processing

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In this Implementation Guide (IMG) activity, you define profiles for case processing in the Interaction Center (IC) WebClient. You assign a case type and filter profile for each case processing profile.

You have defined the necessary filters for the case detail display in Customizing for Customer Relationship Management by choosing Interaction Center WebClient --> Business Transactions -->Case Management --> Define Filters for Displaying Case Details.

The standard system includes a standard profile, DEFAULT, which has case type Incident Tracking and filter profile DEFAULT assigned to it.

In the standard system, the navigation bar entry Cases in the IC WebClient links to the view set for creating cases. Case searches are run via the agent inbox.

However, if you want to use the view set for case searches, you must configure it in Customizing for Customer Relationship Management by choosing Interaction Center WebClient --> Basic Functions --> Define Navigation Profile.

You define profiles for case processing as follows:

• Enter a technical name and description for your case processing profile.

• Assign a case type and filter profile.

Please note that all the case types in the system appear in the input help for the case type field. In SAP Customer Relationship Management (SAP CRM), you can only use case types with processes C*, T*, X*, Y*, or Z*. If you select a case type that does not match these specifications, a corresponding error message appears.

For further information about processes, see Customizing for Customer Relationship Management under Case Management --> Extended Customizing --> Special Settings --> Define Processes --> Define Processes.

• Use the Default indicator to control whether the fitting case type should appear as a default entry when a new case is created via the navigation bar entry Cases in the IC WebClient.

The agent also still has the option of selecting other case types that are in the profile by using a dropdown box.

• Assign your case processing profile to the appropriate business role. You can do so in Customizing for Customer Relationship Management by choosing Business Roles --> Define Business Role.

TXBHW - Original Tax Base Amount in Local Currency   General Data in Customer Master  
This documentation is copyright by SAP AG.

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