Typical scenario..

Hi to alll...
   I would like to know some of Typical real time Business Scenarios,which had enhancements in it...and which is related to Marketing and CIC...kinldy send some Difficult scenarios..
regards,
sanjana

Hi Sanjana,
Some of the business scenarios in CIC may be:
1. There may be cases when the CIC manager would want the agents to be informed about certain system events and pass information as an alert in the reminder scripting area.
For ex: Whenever a client calls up the contact center to place a request for servicing/repair of his notebook, the agent could be informed about the client's earlier service/repair requests which are still active by means of an information message in the call alert area and could possibly open such active service order documents in the business transaction workspace of CIC.
This could be achieved by enhancing CIC alert modeler framework.
2. It may be required that sometimes you may want the user to navigate to different systems, for example, Records Management system to access a client's case documents etc. In this case, we could enhance the Action profile associated with the CIC profile of the user.
3. It may also be required to have some new tabs, either in the application area or in the navigation area of CIC which would contain specific functionality such as worklist of the agent or for navigation to BP records of the clients via BD display tab of navigation area etc. In this case, we would enhance different workspaces of CIC.
Hope this helps.
Regards,
Pavithra
**PS : Please reward points if this helps.

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  • Typical scenario- removed

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    Moderator message: Prority normalized - Please use a better subject in your next threads
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  • Mapping a scenario

    Hi,
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