Latest Update (04 2016): New SAP Note 2161288 introduces a report which helps SAP support more easily get an overview on CRM IC business role customizing and related system settings and offer links to related documentation. Implement the SAP Note before opening an incident.
Update (09 2105): New SAP Note 2204431 improves timeout behavior in CRM Interaction Center!
- Layout of Timeout Popup harmonized with other CRM WebClient Business Role types - now it is also possible to restart, access offline in CRM IC!
- Timeout of an CRM IC Interaction Center does not affect other CRM UI sessions in the same browser context
- No relogin is required after CRM IC session timeout, this is especially helpful in Portal Integration
Collection of helpful stuff related to CRM IC - disclaimer: if it is not mentioned it does not mean, it does not exist
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GENERAL
| Type | Link | Title | About |
|---|---|---|---|
| Note | 2161288 | Introduces a report which allows SAP support to better get an overview on CRM IC business role customizing an contains links for related documentation | Troubleshooting |
| Note | 2167770 | Introduces a parameter which allows to switch on tracing of IC events in CRM ICI Trace | Troubleshooting |
| KBA | 2161942 | How to adjust the Layout of a CRM IC Webclient Business role | Configuration |
| WIKI | wiki | How to launch CRM IC WebClient from the portal (external integration) | Configuration |
| KBA | Usage of IE11 for CRM Interaction Center | System Behavior/Setting | |
| KBA | 1945312 | When working in several browser tabs, browser windows, you are encountering time errors UPDATED with reference to Important Note: 2204431 | System Behavior |
KBA Note | How to debug CRM WebUI using Conditional Breakpoints Conditional breakpoints for IC events | Troubleshooting | |
| KBA | 1836437 | How to set up an IC Agent role - technical prequequisites from customizing point of view | Customizing |
| KBA | 1822403 | How to enhance a global custom controller for CRM IC Webclient | Enhancement |
| KBA | 1757252 | How to analyse problems related to session loss or logoff in CRM WebUI | Troubleshooting |
| Cookbook | CRM Interaction Center Consultant's Cookbook – “Maximizing User Experience” | Configuration, Enhancement, Performance | |
| SCN | Document | WebUI Navigation guide | System Behavior |
| KBA | 1877764 | Rule evaluation does not work after a kernel upgrade - problems with ERMS, alerts and order routing | Bug |
| SCN | Blog | Tips and Tricks - Troubleshooting CRM (Interaction Center) | Troubleshooting |
| Note | 1899896 | Security Sessions / Application Sessions - and its timeout | System Behavior/Setting |
| Note | 1877120 | CRM-IC: session timeout issue with CRM 7 EHP1 and higher. It introduces a new warning popup which is displayed before timeout. | Bug/Feature |
| KBA | 1866327 | CRM IC: How to identify root cause of a session in SM04 when working with a CRM IC business role and steps for resolving in case of errors | Troubleshooting |
| Note | 1295006 | Mandatory SICF services for IC WebClient | Configuration |
| Blog | SCN | EHP3: Replace polling in CRM Interaction Center by ABAP Push Channel | New/System Behavior |
| Note | 1962301 | Trouble shooting guide for using the ABAP Push Channel in the Interaction Cente | Troubleshooting |
| Note | 2067125 | Connection instabilities in Web Dispatcher if Internet Explorer 9 is used | Troubleshooting |
Customer Interaction (CRM-IC-INR, CRM-IC-FRW, CRM-IC-SEA)
| Type | Link | Title | About |
|---|---|---|---|
| SCN | Blog | Everything you need to know about the Interaction Record in the CRM Interaction Center ( Gert Tackaert) | SAP standard |
| Note | 2039600 | Display activity clipboard in the L-Shape | New feature (CRM 7.0 EHP3) |
| SCN | Blog | Tracking Customer Interactions, a New Feature and “End is your friend” | System behavior, tipps, new feature |
| KBA | 1861150 | How to prevent saving of business transactions when pressing END button if mandatory fields not filled. | Configuration/Enhancement |
| SCN | Blog | SAP CRM Interaction Center: A hitchhiker’s guide from a process perspective (Carsten Busch) | Big Picutre |
ERMS Inbound E-Mails (CRM-IC-EMS*)
| Type | Link | Title | About |
|---|---|---|---|
| SCN | Blog | Configuring SAP SMTP service (Tobias Hofmann) | Setting Up SAP SMTP service |
| KBA | 1850076 | ERMS inbound E-Mails: Error when processing node '0000000004' (ParForEach index 000000), no agents found | Troubleshooting ERMS inbound mail - agent assignment |
| KBA | 1846041 | How to analyze why an ERMS inbound E-Mail is not found in the agent inbox | Troubleshooting ERMS inbound mail -general |
| KBA | 1861250 | ERMS inbound E-mail containing a tracking text does not get linked to the service ticket/service request mentioned in the tracking text | Troubleshooting ERMS - |
| Note | 1900772 | New note available for CRM 7.0 EHP2 and higher which helps to use E-Mail header fields in ERMS rules | New feature |
| Wiki | HowTo | How to set up Threading in ERMS | Customizing/Confguration |
Agent Inbox (CRM-IC-UNI):
| Type | Link | Title | About |
|---|---|---|---|
| Note | 882653 | Frequently Asked Questions (FAQs) about the Agent Inbox | FAQ |
| Note | 1464849 | Email, Fax, Letter search in Agent Inbox | System design |
| Note | 1279836 | Agent Inbox: due-date calculation for CRM documents | Enhancement |
| Note | 1375170 | Agent Inbox: Performance workitem (Email,Fax,Letter) search | Enhancement |
| Note | 1860886 | Performance of CRM order search when using CRM_IC_INBOX_BADI | Problem |
| SCN | Document | How to Integrate a New Item Type into the Agent Inbox | Enhancement |
| SCN | Document | How to Integrate a New Search Attribute into the Agent Inbox | Enhancement |
| SCN | Document | How to Integrate New “Result List Attributes” into the Agent Inbox | Enhancement |
| SCN | Blog | Step by Step to debug IC inbox workflow WS14000164 | Analysis |
| KBA | 1878526 | E-Mail Status in Agent Inbox on Ending customer interaction | Customizing/Confguration |
General: IC E-Mails (CRM-IC-CHA-EMA)
| Type | Link | Title | About |
|---|---|---|---|
| Note | Preequisite before running report RSBCS_REORG - Linkage of outbound E-Mails to business transactions | Bug | |
| KBA | 1823519 | E-Mails in CRM: how to figure out the right component for note/KBA search and creation of support messages | General Info/Support |
| Blog | JohnBurton | How to transport mail forms | New function |
| Note | 1921115 | A new parameter profile for BTF Editor toolbar buttons and print button allows hiding of one of the print buttons (for CRM 7.0 EHP1 and higher) | New function |
| KBA | 1932351 | Problems with images in CRM Interaction Center outbound E-Mails (type INT) | Troubleshooting |
| KBA | 1961256 | How to Define a Default Font for HTML Outbound E-Mails in CRM Interaction Center (type INT) | Enhancement |
| KBA | 2086866 | Special Characters in Display Name & new SAP Connect address check: when replying to or forwarding an E-Mail in the CRM Interaction Center, you get a dump or error message | Troubleshooting |
| KBA | 2086590 | When displaying an HTML Inbound E-Mail in CRM IC, HTML content, attachment or images are not shown | Troubleshooting |
Business Transactions in IC (CRM-IC-BF, IC specific views: CRM-IC-SVO, CRM-IC-SLO*)
| Type | Link | Title | About |
|---|---|---|---|
| KBA | 1823428 | Business transactions in CRM IC Webclient: how to figure out the right component for note/KBA search and opening support messages | General Info |
| Note | 669072 | Customizing transactions in the IC WebClient - central note on how to set up a business transaction profile in CRM IC | Customizing |
| KBA | 1770103 | How to ensure that a business transaction is offered for creation in CRM IC Webclient (transaction type selection popup for dependent business transaction) | Customizing |
| KBA | 1847536 | How to ensure that the confirmed business partners are added as partner to a newly created business transaction | Customizing |
| KBA | 1781481 | How to ensure a transaction type is shown in the follow-up popup or in the Dropdown list box when you create follow up transaction of a dependent business transaction or the interaction record in CRM Interaction Center | Customizing |
| KBA | 1831467 | Confirmed business partner(s) not published in the context area when editing a business transaction (single account identification profile) | Troubleshooting Editing Process |
| Note | 1811836 | Navigation issues (dump): ERP sales order integrations in CRM IC | Bug |
| SCN | Blog | Understanding the Behavior of CRM UIU Views in IC | SAP Standard |