Collection of stuff for CRM Interaction Center! To be extended....! If it is not in the list, it does not mean that it does not exist! It might be that it was just not added 
GENERAL
| Type | Link | Title | About |
|---|---|---|---|
| KBA | 1849381 | How to debug CRM WebUI using Conditional Breakpoints | Troubleshooting CRM WebUI |
| KBA | 1836437 | How to step up an IC Agent role - technical prequequisites from customizing point of view | Customizing |
| KBA | 1822403 | How to enhance a global custom controller for CRM IC Webclient | Enhancement |
| KBA | 1757252 | How to analyse problems related to session loss or logoff in CRM WebUI | Troubleshooting CRM WebUI |
| Cookbook | CRM Interaction Center Consultant's Cookbook – “Maximizing User Experience” | Configuration, Enhancement, Performance | |
| SCN | Document | WebUI Navigation guide | System Behavior |
| KBA | 1877764 | Rule evaluation does not work after a kernel upgrade - problems with ERMS, alerts and order routing | Bug |
| SCN | Blog | Tips and Tricks - Troubleshooting CRM (Interaction Center) | Troubleshooting CRM |
| Note | 1899896 | Security Sessions / Application Sessions - and its timeout | System Behavior/Setting |
| Note | 1877120 | CRM-IC: session timeout issue with CRM 7 EHP1 and higher. It introduces a new warning popup which is displayed before timeout. | Bug/New |
ERMS Inbound E-Mails
| Type | Link | Title | About |
|---|---|---|---|
| KBA | 1850076 | ERMS inbound E-Mails: Error when processing node '0000000004' (ParForEach index 000000), no agents found | Troubleshooting ERMS inbound mail - agent assignment |
| KBA | 1846041 | How to analyze why an ERMS inbound E-Mail is not found in the agent inbox | Troubleshooting ERMS inbound mail - in general |
| KBA | 1861250 | ERMS inbound E-mail containing a tracking text does not get linked to the service ticket/service request mentioned in the tracking text | Troubleshooting ERMS - |
| Note | 1900772 | New note available for CRM 7.0 EHP2 and higher which helps to use E-Mail header fields in ERMS rules | New |
Business Transactions in IC
| Type | Link | Title | About |
|---|---|---|---|
| KBA | 1823428 | Business transactions in CRM IC Webclient: how to figure out the right component for note/KBA search and opening support messages | General Info |
| Note | 669072 | Customizing transactions in the IC WebClient - central note on how to set up a business transaction profile in CRM IC | Customizing |
| SCN | Blog | Everything you need to know about the Interaction Record in the CRM Interaction Center | SAP Standard |
| KBA | 1770103 | How to ensure that a business transaction is offered for creation in CRM IC Webclient (transaction type selection popup for dependent business transaction) | Customizing |
| KBA | 1847536 | How to ensure that the confirmed business partners are added as partner to a newly created business transaction | Customizing |
| KBA | 1781481 | How to ensure a transaction type is shown in the follow-up popup or in the Dropdown list box when you create follow up transaction of a dependent business transaction or the interaction record in CRM Interaction Center | Customizing |
| KBA | 1831467 | Confirmed business partner(s) not published in the context area when editing a business transaction (single account identification profile) | Troubleshooting Editing Process |
| Note | 1811836 | Navigation issues (dump): ERP sales order integrations in CRM IC | Bug |
| SCN | Blog | Understanding the Behavior of CRM UIU Views in IC | SAP Standard |