You want to provide call center agents or groups of call center agents in the
CIC
with various user interfaces.
You have defined CIC profiles in the Customizing settings for the
SAP Customer Service
component.
See also: CIC Profile
You have mapped the organizational structure of your company using an organizational plan in the Customizing settings for the
Personnel Management
component. Your company is represented as a hierarchical structure that consists of organizational units, positions, jobs and holders here
.
You have assigned user names or personnel numbers to positions.
You can assign a CIC profile to an organizational plan at organizational unit, position or job level.
Note
Additional information on creating and editing organizational plans is available in the SAP Library under
The
Change Organization and Staffing (Workflow)
screen appears.
Access the organizational unit, position or job to which the CIC profile is to be assigned.
You remain on the
Change Organization and Staffing (Workflow)
screen.
If you for instance search for an organizational unit in the search area of the screen, the system displays the result of the search in the selection area. Select the organizational unit required by double clicking on it. The system displays data on the organizational unit selected in the overview and detail areas of the screen.
Choose
The
Maintain Object
screen appears.
Scroll down the list of infotype descriptions and select the
CIC Profile
infotype.
Various attributes or characteristics for an object can be defined and described in an infotype.
Choose the
Create Infotype
or
Change Infotype
button.
The
Add CIC Profile
or
Change CIC Profile
screen appears.
Access the input help (F4) for the
CIC Profile ID
field.
The system displays a list of CIC profiles that were created in Customizing.
Select the CIC profile required and choose
Save
.
You have assigned a CIC profile to a call center agent.
If you have assigned the call center agent to several organizational units or positions with different CIC profiles, the call center agent is offered these CIC profiles for selection when they access the
CIC
.
Note
CIC profile
00000001
is defined as the default CIC profile. This means that a call center agent, who has not been assigned to an organizational unit, position or job, can access the
CIC
.
If you assign a CIC profile to the organizational plan at a lower level, such as the
Job
level, and this profile does not contain component profiles for all components in the framework, the system searches for a CIC profile with the same framework ID at a higher level of the organizational structure to find the missing component profiles. You can for example make components with specialist settings available to new employees or define standards for all call center agents even if the Customizing settings at a lower level are incomplete.