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CRM_IC_INBOX: Result List (Enhanced) ( RELNCRM_7E3_IC_IB_RESULT )

CRM_IC_INBOX: Result List (Enhanced) ( RELNCRM_7E3_IC_IB_RESULT )

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CRM_IC_INBOX: Result List (Enhanced)

Use

As of the following releases and support packages, business function IC Inbox Extensions (CRM_IC_INBOX), you can use new and enhanced result list features for the agent inbox (inbox):

  • SAP enhancement package 2 (SP06) for SAP CRM 7.0
  • SAP enhancement package 1 (SP10) for SAP CRM 7.0

The following new and enhanced result list features are available:

Configurable Result Toolbar

You can configure the result toolbar according to your business needs for business roles with the profile type IC WebClient Business Role and for business roles with the profile type CRM WebClient Business Role:

  • Toolbar buttons
You can define the following for each button:
  • Description

  • Label

  • Tooltip

  • Icon

  • Availability of button for use in business roles with the profile type IC WebClient Business Role, in business roles with the profile type CRM WebClient Business Role, or both (providing the button function is available in the corresponding business role)

You can also add user-defined buttons.
  • Toolbar profiles
You can define toolbar profiles for IC business roles and for other CRM core business roles.
You can define the following for each profile:
  • Which buttons are available

  • Button order

  • Button grouping

You can group buttons using separators.
  • Whether the label, icon, or both are displayed for the button

If you do not define toolbar profiles for your business roles, the system uses default profiles.
  • Existing forwarding function
The existing forwarding function has been moved to the result toolbar as a Forward menu button that provides access to the function from a dropdown menu. The actual function is unchanged.
  • Extended forwarding function
A separate Forwardtoolbar menu button is available that provides access to the new extended forwarding function from a dropdown menu.
In addition to forwarding to the recipients defined in the transaction Assign Recipient Profile for Forwarding to Inbox Profile, the function can also be used to perform a general employee search and organizational unit search, including forwarding to other employees or organizational units (for example, agent groups).
  • Existing reference function
The existing reference function has been moved to the result toolbar as a Reference menu button that provides access to the function from a dropdown menu. The dropdown menu contains the entries from the activity clipboard. The actual function is unchanged.
  • Extended reference function
A separate Reference toolbar menu button is available that provides access to the new extended reference function from a dropdown menu.
The dropdown menu provides the entries from the Recent Itemsand access to a business transaction search that can be used to reference business transactions that are not contained in the Recent Items.
  • Extended reset reservation function
A separate new Reset Reservation toolbar button is available that can be used to reset the reservation of inbox items on behalf of other users. For example, the button could be used by IC supervisors to reset inbox items on behalf of IC agents, if required.
  • Refresh
The new Refreshbutton enables the user to repeat a search without expanding the Search Criteria view and choosing the Search button.
  • Preview
The new Preview On / Preview Off toggle button enables users to display a preview of the currently selected e-mail, fax message, and letter. The preview is displayed below the table chart area. The preview does not provide follow-up buttons, such as Reply and Forward.
  • Processing log
The Show Log button provides access to the new search processing log. For more information, see the Search Traceability section in the release note CRM_IC_INBOX: Search (Enhanced).

Result List Attributes

Naming Convention for Result List Attributes

New result list attributes are available, and the following naming convention has been introduced:

If the result list attribute represents an icon, ID, name, or description, this has been noted in brackets in the attribute name:

  • Main Category (Icon)
  • Main Category (ID)
  • Main Category (Description)

If the result list attribute represents a combination of the ID and the description of the object in question, only the attribute name is used without further explanations in brackets. For example, the result list attribute Main Category represents the main category ID and description.

If the result list attribute represents a time specification, the following applies:

  • If the result list attribute represents the date, the preposition On is used in the attribute name, for example Due On.
  • If the result list attribute represents the time, the preposition At is used in the attribute name, for example Due At.
  • If the result list attribute represents the date and time, both prepositions are used in the attribute name, for example Due On/At.
  • If the result list attribute represents an icon, this is not noted in the attribute name, for example Overdue.

Note that to adhere to the naming convention, some existing result list attributes, search attributes, and sort attributes have been renamed in the form of a correction, independent of business function CRM_IC_INBOX.

New Result List Attributes

The following new result list attributes are available (the list is structured thematically):

  • Item identification
  • Main Category (Icon)

  • Main Category

  • Origin of work items
  • Sender Address

  • Recipient Address

  • Involved parties
  • Created By (ID)

  • Created By (Name)

  • Employee Responsible (ID)

  • Employee Responsible

  • Group Responsible (ID)

  • Group Responsible

  • Account

  • Contact

  • Time specification
  • Last Updated On/At

  • Last Updated On

  • Last Updated At

  • Received On/At

  • Received On

  • Received At

  • Due On

  • Due At

  • Overdue

  • Importance
  • Status (ID)

  • Status

  • Priority (ID)

  • Priority

  • External reference
  • Logical System (Description)

  • Logical System

  • Company (Description)

  • Company

  • Checklist
  • Checklist (ID)

  • Checklist (Description)

  • Checklist

Effects on Existing Data

  • Existing forwarding function
The existing forwarding function has been moved to the result toolbar as a Forward menu button that provides access to the function from a dropdown menu. The actual function is unchanged.
  • Existing reference function
The existing reference function has been moved to the result toolbar as a Reference menu button that provides access to the function from a dropdown menu. The dropdown menu contains the entries from the activity clipboard. The actual function is unchanged.
  • New result toolbar buttons are available
  • New result list attributes are available

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

You make the Customizing settings for the configurable result toolbar in Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Toolbar Profiles.

Further Information

  • SAP Library on SAP Help Portal at http://help.sap.com/crm-core -> <Choose a release> -> Application Help -> Interaction Center -> Interaction Center WebClient-> Agent Inbox -> Inbox Result List





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