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CRMC_ORGMAN_002_MI - Assign Positions to Agent Groups

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In this IMG activity, you can use the organizational model to assign users to your agent groups.

Using agent groups, it is possible to establish an assignment between a problem subject identified during the automatic execution of business rules and the system user who is responsible for processing it.

This assignment is made up of two subassignments that are accessed by different instances.

The first subassignment, problem<->agent group, is necessary so that the automatic execution of business rules can determine the agent groups that are responsible for investigating a certain subject. The automatic execution of business rules makes its determination based on certain data such as item category, item value, product, sold-to-party, and so on. Normally, the instrument that you use for this determination is a customer-specific table that you design and populate according to your needs.

The second subassignment, agent group<->system user, is necessary so that the workflow can derive the system users to whom a work item must be delivered from the agent group. You can use organizational management to create this subassignment. Organizational management works in harmony with the workflow, which is why it is an advantage to use it. If you would rather not use organizational management, you can also create your own instrument for assigning the agent group to system users. In this case, you can skip this IMG activity.

In the organizational model, you can assign the Agent Group (Investigation) attribute (technical name MI_AGTGRP) at position level.

You enter the desired agent group for this attribute. Since otherwise users or individual business partners are normally assigned to a position, the agent group attribute gives you an assignment between an agent group and system users.

In the implementation CL_CRM_MI_PROC_DET of BAdI: Determination of Work Item Recipients, you find an example of agent determination using the organizational model:

• You use the item GUID to read the responsible sales organization.

• In organizational management, you query which positions belong to this organization.

• From these positions, you use method CL_CRM_MIWF_TOOLS => APPLY_ATTRIBUTE_TO_POSITIONS to determine the ones that belong to a certain agent group.

The number of all the positions that belong to the organization is the maximum possible result quantity. Each time you filter the quantity using an organizational management attribute, you reduce this quantity.

ABAP class CL_CRM_MIWF_TOOLS provides a selection of methods that can be used for agent determination.

If a position should belong to agent group "ABCD", you should enter agent group ID "ABCD" as the Agent Group (Investigation) attribute for this position. As a result, all users that are assigned to this position are also assigned to the agent group, and when the system searches for recipients for work items, it will find these agents.

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