How to add business Transactions and areas to CIC

Question

Hi
I have assigned IC_AGENT under CRM_UI_PROFILE.
when I login in web I see the CIC default menu
Upto this point it is perfect.
If I want to see sales, service marketing menus what should I do.
I tried to add SALESPRO under CRM_UI_PROFILE , it take only one parameter value at time either IC_AGENT or SALESPRO
If want to add more than one parameter what should i DO
2) I tried
Assign Business Role to the Position in Org. Model (Org. Unit -> double click on position (eg: Sales Manager) -> select Goto (Main Menu) -> select Detail Object -> select enhanced object description -> select business role in active tab page -> click on create -> select/assign business role (ex: sales manager)
I dont see bussienss trasactions related to sales manager in CIC
3)  If want to test calls from my home telephone is this possible in test systems?

Answer 1

Hi Rama,
Using the CRM_UI_PROFILE parameter in transaction SU3 is a great way to test a profile, however these parameters can only
accept one value.
In CRM 7.0 you can now use the value "*" (without quotes) which will give you access to all business roles.
If you want to be able to choose between different business roles when you log on, then, in organzational mangement, enhance the object description at different levels (person, BP, position, etc..) and your user will have access to the different roles through inheritance.  Be certain to delete the value from CRM_UI_PROFILE first before testing though, as that setting with supercede the customizing in Org Management.
If you wish to see views from the SALESPRO business role in IC_AGENT, do the following:
1)Create a Z-copy of the IC_AGENT role;
2)Create a Z-copy of the IC_AGENT navigation bar profile (transaction CRMC_UI_NBLINKS);
3)Assign the new Z-navigation bar profile to your new Z-copy of the IC_AGENT role;
4)In transaction CRMC_UI_NBLINKS copy the relevant Work Center IDs to your Z-navigation bar profile;
5)In transaction CRMC_UI_PROFILE activate the relevant work centers for your business role:
     a) Select your new business role;
     b) Double-click on 'Adjust Work Centers";
     c) Field "Inactive" must NOT be checked for the new Work Center IDs that you added in step 4;
     d) Make certain there is at least ONE active link that is assigned to the Group Link of the Workcenter;
     e) Double-click on Adjust Work Center Group Links;
     f) Compare against the same settings for the SALESPRO business role and make certain that the workcenter entries are checked 'visible' - and 'in menu', if desired.
This article might be of interest:
/people/john.burton/blog/2009/10/02/which-crm-70-webclient-business-role-is-right-for-you-interaction-center-or-service-sales-professional
Which CRM 7.0 WebClient Business Role is Right for You: Interaction Center or Service / Sales Professional   by John Burton
With regard to telephony...
That's a big topic, but if you integrate a CTI then yes, you can test that way.
The simplest way, however, is to set up your Contact Center Simulator.  Please see the following link:
/people/stephen.johannes/blog/2008/05/21/crm-contact-center-simulator-setup
CRM: Contact Center Simulator Setup   by Stephen Johannes
These might also be of interest:
/people/john.burton/blog/2009/11/11/how-to-implement-computer-telephony-integration-cti-with-the-sap-crm-interaction-center
How to Implement Computer Telephony Integration (CTI) with the SAP CRM Interaction Center   by John Burton
Good luck with your efforts!
Best regards,
Scott