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Integration of Service Transactions in the Customer Interaction Center (CIC) ( RELNCRM_20B_BTX_SVO_INT )

RFUMSV00 - Advance Return for Tax on Sales/Purchases   BAL_S_LOG - Application Log: Log header data  
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Short text

Integration of Service Transactions in the Customer Interaction Center (CIC)

Use

From Release 2.0B, the service transaction, sales transaction and activity are integrated together in the Customer Interaction Center (CIC). The individual transactions each run in separate workspaces and are located on three different tab pages. The following functions are available for service transactions:

• Determination and copying of business partner data

The business partner data is either derived automatically from the telephony data of the CTI system, or you can determine it manually using the search function.

• Creation of a service transaction

When you call up the CIC, the system determines a default workspace for the service transaction. The transaction type that is defined in Customizing is proposed. Since only one transaction of a business object type can be created for a CIC contact at any one time, this means that several service transactions cannot be created simultaneously.

• Selection and processing of a service transaction

It is possible to determine and list the existing service transactions for a customer for a particular period of time using the Navigation Area in the CIC Framework. From this list you can select a service transaction and process it further in the workspace.

• Save and transfer of a service transaction

After saving a service transaction, the workspace for the service transaction is initialized and the service transaction is transferred to the object list in the Navigation Area. After saving, the service transaction is transferred automatically to the R/3 System, where a service notification is then created.

• Solution Database and Interactive Intelligent Agent (IIA)

If a customer calls into the CIC with a problem, you can determine already known solutions for this problem. You access the Solution Database via the Interactive Intelligent Agent (IIA).

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

Further Information

CL_GUI_FRONTEND_SERVICES - Frontend Services   PERFORM Short Reference  
This documentation is copyright by SAP AG.

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