Hi Champions ,
I am new as SAP CRM Functional Consultant and currently implementing CRM Project. I have theoretical concept of IC but not any technical and configuration expertise .
My client has following requirements about IC:
1. IC Agent will receive call from different prospects , w/out any integration on IC.
2. On CRM there would be several BP data records like prospects, applicants , students , alumni , agents , staff (Integration with HCM) and others
3. For example any prospects call , and IC agent search his record and then record his query on IC and then send to relevant dept for solution.
My concerns are:
- How any Request / complaint can be maintained on SAP CRM IC ?
- How compliant can be send to relevant Dept and person for solution ?
- How Knowledge base system can be maintained on SAP CRM comprises of different messages which IC use to integrate or send to contact person.
Please guide
Thanks