Solution : https://service.sap.com/sap/support/notes/884684 (SAP Service marketplace login required)
Key words :
sap implementation guide->customer relationship management->interaction center webclient->customer-specific system modifications-> define ic webclient runtime framework profiles, sap implementation guide->customer relationship management->interaction center webclient->customer-specific system modifications-> define customer-specific logging/scripting activities, sap implementation guide -> customer relationship management-> interaction center webclient -> branch-specific functions ->credit memo request -> define transaction types, sap implementation guide->customer relationship management-> interaction center webclient->business transactions->case management->define filters, sap implementation guide->customer relationship management->interaction center webclient->business transactions->case management->define profile, sap implementation guide->customer relationship management->interaction center webclient->industry-specific functions-> integration, sap implementation guide->customer relationship management->case management->basic settings->extended customizing->create status profile, sap implementation guide->customer relationship management-> dispute management -> case types -> define case typesrelevant data, sap implementation guide->customer relationship management->transactions->basic settings->status management->change status profile, ->credit memo requests->create adjustment requests automatically
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