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SAP Business Process Management

Proof of Concept on Automatic Routing

This is a Proof of Concept on Automatic Routing. Automatic Routing is achieved in ICWebclient when an agent clicks on the Escalate button. In automatic routing a set of predefined rules are defined where based on the conditions the routing takes place to the respective organization. The objective behind this document is to consolidate all the pieces of information which are scattered and pull them into a single consolidated document that can be used as a starting point by System Analysts who want to work in this space.

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