Hi Team,
I want to check whether in IC Web client do we have a security kind of thing.
The scenario if the customer is a registered one then when he contact Interaction Agent then he will be automatically identified. Then after identification if he check the status of the orders he has placed.
Now if the same customer calls from a new number which is not there in the Customer Master Data in this scenario the customer is not identified. If he asks the Interaction Center Agent about the status of the orders he has placed.
In SAP Standard do we have any security questions which the Interaction Center Agent will ask the customer and then when the customer answers all of them then the Interaction Center Agent can tell the details about the orders he has placed.
Mean when we call Bank Credit Card people after identifying the customer they will ask some security questions then only they will give more details.
Best Regards,
Raj