Specifics for Interaction Center: IC Business Transactions

Certain standard CRM business transactions are integrated into the interaction center (IC) by default. However, if you prefer, you can integrate the IC-specific business transactions into the IC instead. For more information, see SAP Solution Manager.

The sales ticket and service ticket business transactions are IC-specific and are only available as IC-specific business transactions.

The following documents give information that applies when you are using the IC-specific business transactions:

Features

You can enable manually-triggered dialog boxes or automatic dialog boxes for business transactions in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Business Transaction Define Business Transaction Profiles End of the navigation path .

If you do not enable automatic dialog boxes, the agent can still access them through informational messages in the interaction center. If you do not enable dialog boxes at all and more than one possible organizational unit or business partner is determined, the first one in the list is automatically used.