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With Broadcast Messaging, Interaction Center supervisors can create and send electronic messages to their agents. Messages appear instantly on each agent’s Interaction Center screen. Broadcast Messaging also allows the supervisor to define priority and expiration time when editing a message, create or maintain distribution list, and view sent messages. Click the screenshot below to view a video introducing the Broadcast Messaging in SAP CRM 7.0.

Broadcast Messaging

For your reference, please also read blog:

Alerts, System Messages, and Broadcast Messages in the Interaction Center? – By John Burton

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4 Comments

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      1. Mihai Olaru
        I think it is too cumbersome 🙂
        Every time the DL will have to be edited in order to remove the previous user the message was sent to, and add a new one as it would not be feasible to create a DL for every user (or at least most of them).
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  1. Richa Bhardwaj
    Hi Cathy,

    I’m new to the concept of CRM Broadcast messages in IC.
    Hence, it would be great if you can answer my below queries, relevant to the requirement posed by our client –

    1. How can message text be made editable after message is sent.
    2. How can message duration can be extended to 9999 hours.
    3. Once message is marked READ, how can the READ status be saved for future agent log in.

    Thanks in advance for all your help.

    Regards,
    Richa

    (0) 

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