Assigning Users to Portal Roles 
Anyone who requires access to the IC WFM application must be defined as an R/3 user with rights to update tables. IC WFM requires the roles Interaction Center Manager and CRM Portal Administrator.
SAP provides a selection of predefined portal roles for use in CRM business scenarios, which you can adapt to match your business tasks. In a project, you can assign portal roles to the individual process steps that are carried out by the user.
A portal role can also be used to support several business scenarios at once. The advantage for the user is that he or she can participate in more than one business process from a single user environment.
For
more information on configuring and adapting the corresponding roles, see: 
Configuring the
Business Package for SAP CRM.
The assignment of portal roles to Interaction Center appears as follows:
|
Key Capability |
Business Scenario |
Role |
Role |
|
Interaction Center |
Lead and Opportunity Qualification |
Interaction Center Agent (SP2) |
|
|
|
Inbound Telesales |
Interaction Center Agent (SP2) |
|
|
|
Outbound Telesales |
Interaction Center Agent (SP2) |
|
|
|
Information Help Desk |
Interaction Center Agent (SP2) |
|
|
|
Interaction Center-Customer Service |
Interaction Center Agent (SP2) |
|
|
|
Complaints Processing |
Interaction Center Agent (SP2) |
|
|
|
Interaction Center – Workforce Management |
Interaction Center Manager |