Need help on CRM IC webclient for service business.

Hi All,
This is Ram, worked on SD, PM and EHS modules. But now i am taking new assignment CRM service and CRM IC.
Now we are about to start an in house project for service business. so we decied to go for CRM service with CRM IC webclient as front end. Especially i am looking into CRM IC area, so i would like to know the standard process flow in IC webclient for service business.
Like when customer calls an agent, then log will be created by an agent and then service tickets can be created...similar to that i just wanna know the std.process flow so that i can map my current business tool (Interact) to CRM IC with workflow.
Regards,
Ram.

Hi,
Please go through SAP Help at
http://help.sap.com/saphelp_crm60/helpdata/en/46/15306a2fd214dbe10000000a155369/frameset.htm
Secondly, there is a very good book by John Burton
New book on Interaction Center available from SAP Press!
Go through the following thread
Documentation for Interaction Center (IC) WebClient
Go through the cookbook details at
CRM 2007 WebClient Cookcook available!
Regards,
Deepak

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