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CRM_IC_016 - Define Alerts and Alert Profiles

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In this IMG activity, you define alerts for agents that can appear in the context area of the Interaction Center (IC) WebClient. These alerts can be simple text messages, or they can include parameters, system variables, or even navigable links.

There are standard alerts and alert profiles available.

1. Define alerts.

The alerts are independent of the alert profiles. You assign alerts to profiles later in Define Profiles. Each entry can be reused and assigned to more than one profile.

1. Determine which events, placeholders, and parameters could be used in the alert when it is raised.
2. Define profiles.
3. Assign alerts to profiles and determine if alerts are active

You determine which alerts, defined in Step 1, are used in the alert profile by assigning each entry to the profile. You can assign the standard delivered alerts to your own profile.

1. Save.
2. Assign profiles to the IC WebClient Profile.

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Length: 1425 Date: 20240523 Time: 170310     sap01-206 ( 28 ms )