Solution : https://service.sap.com/sap/support/notes/629072 (SAP Service marketplace login required)
Key words :
terms crm software agent framework, ics customizing table solution clean, ics customizing table crmc_saf_ics, -ics knowledge bases, run transaction crmc_saf_adv_client, ics reason, knowledge base, symptom compilation, 'intelligent classification', 'dialog structure'
Related Notes :
| 634869 | SAPKU40001: Support Package 01 for CRM 4.0 |
| 622472 | CRM 4.0 SP01: CRM Software Agent Framework |