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CRM_IC_011 - Define Toolbar Profiles

CRM_IC_011 - Define Toolbar Profiles

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In this Customizing activity, you define toolbar profiles that include buttons from the following generic and channel layouts:

  • Generic
A layout that includes buttons that apply to all communication channels, such as Acceptand Reject.
  • Telephony
  • Chat
  • E-Mail
  • Action item

The buttons for the channel layouts are only available to users when they are using this particular communication channel.

Each toolbar profile you create can have different toolbar layouts. For each toolbar layout, you can make the following settings:

  • Define the buttons that are available
  • Define a dynamic toolbar
You can define which buttons are available to the user depending on the status of the user's interaction with the contact and the connection to the communication management software (CMS).
  • Define the order in which the buttons appear

You can assign only one toolbar profile to a business role.

Note: For business roles of the type IC WebClient Business Role, you can use all channel layouts. For business roles of the type CRM WebClient Business Role, you can only use the telephony layout.

If you want to add customer-defined toolbar buttons or icons, you have made the required settings in the Customizing activity Define Toolbar Buttons.

  • Create a toolbar profile by copying an existing one.
  • Define the layouts that you want to include in the toolbar profile by selecting the corresponding checkboxes.
For example, if you want to include the toolbar buttons for the e-mail channel in the toolbar profile, select the E-Mailcheckbox.
  • Define whether the toolbar is dynamic or not. For more information, see Dynamic Toolbar.
  • Select the corresponding layout buttons node to define the buttons that you want to be available. You can make the following settings:

  • Define whether you want to display the buttons with text, icons, or both

  • If you have selected the Dynamic Toolbar checkbox, you must define the buttons that you want to be available depending on the status of the user's interaction with the contact and the connection to the CMS.
For more information, see Toolbar Button Visibility.
  • Assign the toolbar profile to a business role using the Customizing activity Define Business Role.






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