What is action item in SAP CRM-IC - Interaction Center WebClient?

SAP Term: action item

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: An object other than telephony, e-mail, or chat objects that can be transferred to the interaction center IC for queuing or for routing to IC agents. &Example& Business transactions, such as SAP CRM sales and service orders and SAP ERP sales orders Faxes and letters

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• Key Concepts: 
  An action item is a task or activity that is assigned to a user in the CRM-IC Interaction Center WebClient. It is used to track and manage customer interactions and ensure that tasks are completed in a timely manner. Action items can be assigned to individual users or groups of users, and can be tracked and monitored using the Action Item Manager. 
  
  How to use it: 
  Action items can be created in the CRM-IC Interaction Center WebClient by selecting the “Create Action Item” option from the Actions menu. This will open a window where you can enter the details of the action item, such as the title, description, assignee, due date, and priority. Once an action item is created, it will appear in the Action Item Manager where it can be monitored and tracked. 
  
  Tips & Tricks: 
  When creating an action item, it is important to provide as much detail as possible so that the assignee knows exactly what needs to be done. Additionally, it is important to set realistic due dates for action items so that they can be completed in a timely manner. 
  
  Related Information: 
  For more information on action items in the CRM-IC Interaction Center WebClient, please refer to the SAP Help documentation.