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CRMVC_IC_IH - Define Interaction History Profiles

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You can use this Customizing activity to define an interaction history profile to be used during account identification in the interaction center (IC). This profile controls the content under Last Interactions in the IC.

You can define the following:

• Period (number of days) for which past interactions are displayed (for example, interactions within the last 30 days)

• Maximum number of rows to be displayed

• Business partner types to be used when searching for past interactions (for example, confirmed account or confirmed account with contact person)

• Transaction types to be displayed

At least one transaction type must be entered for the search to be performed.

Note that the system only considers the business transaction types that have been defined in Customizing under Service -> Interaction Center WebClient-> Agent Inbox -> Inbox Search Definitions -> Define Item Types for Searches.

After you have created an interaction history profile, assign it to your business role in the Customizing activity Define Business Role.To do so, ensure that the function profile ID INTERACTION_HISTORY has been added to your business role. Under Profile Value, enter the name of your newly created interaction history profile.

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Length: 1797 Date: 20240523 Time: 153152     sap01-206 ( 36 ms )