What is SAP IC?

SAP CRM Interaction Center (IC) allows agents to handle service, sales, and marketing transaction effectively and efficiently. The IC agents can access all information related to administration, maintenance and analytic reports to provide a highly efficient contact center.

What is Web IC?

The Interaction Center (IC) WebClient is a thin-client, highly-optimized desktop application for interaction center agents. It provides a framework for processing IC WebClient functions.

How to manage an IC agent in SAP?

Select the profile and go to Profile attributes. You can use the following customizing transactions to manage framework − SAP CRM Interaction Center is integrated with all the components of CRM Sales. An IC agent can perform activities related to Sales, Marketing, Service, etc.

What can sap IC financial hub do for You?

SAP IC Financial Hub can house the back and forth discussions and store agreements and workflow approvals. Once intercompany activity is agreed upon, SAP IC Financial Hub can generate statutorily compliant invoices and post the adjustments to the disparate systems. These postings then can be collected for reconciliation.

How is the CRM IC integrated in SAP?

Integration of SAP CRM IC SAP CRM Interaction Center is integrated with all the components of CRM Sales. An IC agent can perform activities related to Sales, Marketing, Service, etc. Marketing − The Interaction Center can perform all the key activities of CRM Marketing.

How does an IC manager dashboard work in SAP?

An IC Manager Dashboard collects and displays all the information using Integrated Communication Interface (ICI). The Interaction Center Manager can define and set up the following roles for their IC agents − Alerting (CRM-IC-ALT) − It involves predefined information presented to IC agents in the header.