SAP Knowledge Base Article - Preview

2330336 - CRM IC: Improve usability in Multi-sessioning scenario

Symptom

You use multi-sessioning Scenario in your CRM IC WebClient and you want to improve the usability. You want that

  1. agents are aware that they have reached the maximum number of sessions either on the front end or in the back end
  2. agents can close obsolete multi session tabs more easily
  3. a new tab is opened for every inbound communication
  4. new sessions are faster accessible on the CRM IC WebClient
  5. agents can switch faster between existing multi-sessioning tabs.
  6. make sure that the first multi-sessioning tab does not close when pressing end
  7. decide on labeling of multi-sessioning tab (either always company or contact information)
  8. automatically switch to tab which has been opened for a new inbound call

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


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Environment

  • SAP enhancement package 3 for SAP CRM 7.0
  • SAP enhancement package 4 for SAP CRM 7.0
  • SAP S/4HANA for Customer Management
  • SAP S/4HANA Service

Product

SAP S/4HANA 1909 ; SAP S/4HANA 2020 ; SAP S/4HANA 2021 ; SAP S/4HANA 2022 ; SAP S/4HANA for customer management all versions ; SAP enhancement package 1 for SAP CRM 7.0 ; SAP enhancement package 2 for SAP CRM 7.0 ; SAP enhancement package 3 for SAP CRM 7.0 ; SAP enhancement package 4 for SAP CRM 7.0

Keywords

session are exceeded, reouting , KBA , CRM-IC-MUL , Multi-Sessioning IC , CRM-IC-FRW , Framework , CRM-S4-IC-MUL , S4CRM: Multi-Sessioning IC , Problem

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