Process Execution in the Interaction
Center 
Use
Agents can create, change, and display business transactions in the Interaction Center. The following SAP CRM business transaction categories are available.
Interaction Center WebClient:
· Service
· Sales
· Task as part of follow-up activity
· Contact as part of follow-up activity
Integration
The business transaction concept in SAP CRM applies for process execution in the Interaction Center. For further information, see Transaction Processing Concept and Customizing for Business Transactions.
As the user interface and the processing of transactions is distinctly separated within the framework of the business transaction concept, it is possible for you to create sales orders in the Interaction Center, to postprocess them in CRM Enterprise, and to transfer them to SAP R/3. The user interface is tailored in each case to the requirements of each user group. It displays all functions in CRM Enterprise that a sales employee requires, whereas the interface in the Interaction Center has fewer functions accordingly. However, Customizing and processing are identical.
Prerequisites
· You have maintained the Customizing settings for business transactions. Make the required settings in Customizing under Customer Relationship Management ® Transactions ® Basic Settings.
You must assign the business transaction category Business Activity to your transaction type in order to be able to use the interaction record.
· Interaction Center WinClient: You have maintained the transaction type profiles for the transaction workspace in the Interaction Center WinClient in Customizing for the Interaction Center. You can use a profile to define which transaction type should be used as a standard.
To do so, choose Customer Relationship Management ® Interaction Center WinClient ® Component Configuration ® Visible Components ® Application Area ® Maintain Profiles for Transaction Workspaces in Customizing.
· Interaction Center WebClient: You have defined which transactions types are available to the agent, and which transaction type is to be used as standard. To do so, choose Customer Relationship Management ® Interaction Center WebClient ® Business Transactions ® Define Business Transaction Profiles.
· You have allocated the business transaction profile to the profile for the IC WebClient. To do so, choose Customer Relationship Management ® Interaction Center WebClient ® Define IC WebClient Profiles.
Peculiarities for the IC WebClient
· You can define the transaction type for transaction data and the additional business transactions (service orders and sales transactions) separately. You define this in the Customizing for the business transaction profile.
· No specific screen is available for processing opportunities. You get to the opportunity by navigating to the People-Centric UI. The contact history does not display the opportunity, but the contact data for the opportunity. You can, however, access the opportunity from the Activity Clipboard.