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

SAP Term: branching action

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: An automatic system event that returns values within the range of a predefined set of values, called branching codes. When agents use scripts, the value determined by this action navigates the agent to the script step that is associated with that value. &EXAMPLE& Your company sells life insurance, and you want to create a script that branches to two different questions, depending on the customer's age. You create a branching action that finds the age of the business partner in the system after agents confirm the account, and fits the age into one of two ranges: younger than 45, or 45 and above.

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• Key Concepts: 
  Branching action is a feature in the CRM-IC Interaction Center WebClient that allows users to quickly navigate through a series of menus and options. It is used to quickly access information and take action on customer inquiries. The branching action feature allows users to select from a list of options, which then leads them to the next step in the process. 
  
  How to use it: 
  To use the branching action feature, users must first select the desired option from the list of available options. Once selected, the user will be taken to the next step in the process. Depending on the option chosen, this could be a form to fill out, a page with more information, or a page with additional options. The user can then continue to navigate through the process until they reach their desired outcome. 
  
  Tips & Tricks: 
  When using branching action, it is important to remember that each option will lead to a different outcome. Therefore, it is important to carefully consider each option before selecting it. Additionally, users should take advantage of the “back” button if they need to go back and make changes or review previous steps. 
  
  Related Information: 
  The branching action feature is part of the CRM-IC Interaction Center WebClient, which is an integrated customer relationship management (CRM) system designed for customer service and support teams. It provides users with tools for managing customer inquiries, tracking customer interactions, and creating reports. Additionally, it offers features such as automated workflows and analytics for better decision making.