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Individual Objects in Interaction Center WebClient (Enhanced) ( RELNCRM-IA_SIE_ICWEBCL )

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Short text

Individual Objects in Interaction Center WebClient (Enhanced)

Use

If you have implemented CRM 4.0 Add-On for Service Industries, this release note is not relevant for you.

As of CRM 5.0, you can use the Interaction Center WebClient together with the integration of individual objects without modifying the SAP standard. You can adapt Interaction Center WebClient for a customer-defined object family and attributes more easily.

In addition, you can use the following new functions in the Interaction Center WebClient with the integration of individual objects such as vehicles:

• Creating service orders or service tickets with the automatic inclusion of an individual object

• Adding, changing, and deleting warranty assignments to individual objects

• Displaying the master data of warranties that have been assigned to individual objects

• Displaying the assigned individual object in follow-up activities, and navigating to object details

• Removing individual objects in follow-up activities or replacing them with other individual objects stored in the activity clipboard

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

To use service orders or service tickets with individual-object integration, you must make the following settings in the Implementation Guide (IMG) of Customer Relationship Management:

• Create service orders or service tickets as dependent or direct business transactions in the business transaction profile. To edit the business transaction profile, use the IMG activity Define Business Transaction Profiles.

• Define an event history link for service orders in the Activity Clipboard Customizing. Use the IMG activity Define Activity Clipboard Profiles.

To use the warranty integration, define an object entry for displaying master warranties of the individual object in the PC UI. Use the IMG activity Define Activity Clipboard Profiles.

Further Information

For more information, see the SAP library under Customer Relationship Management -> Industry-Specific CRM -> Manufacturing Industries -> Automotive-> Interaction Center for Automotive.

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This documentation is copyright by SAP AG.

Length: 3055 Date: 20240603 Time: 042650     sap01-206 ( 33 ms )