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CRM_CIC_013 - Define Profiles for Search Strategies

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This component displays detailed data for a contact (caller). The IC WinClient can determine details from automatic number identification (ANI) and display them automatically when the phone call arrives, or the agent can search for details manually if there is no ANI or if ANI could not uniquely identify the detailed data.

SAP delivers the following Business Partner Search Workspaces:

• Customer and contact person data

• Employee data

Object type BUS1006005 (business partner) is filled in in the Business Data Display when the contact is identified and verified.

For ANI to function, you must specify Central Address Management in the SAPphone workstation settings for individual agents. This indicates to SAPphone that phone numbers are to be looked up in Central Address Management.

Customizing

In this IMG activity, you can define the search strategy that the system uses during the business partner search. You use search profiles to record different search strategies. The default profile is BP_SEARCH and the default function used for search profiles is CRM_CCMCS_BP_SUBCREATE2. You can also define your own search profiles in this activity.

There can be several search types for each search profile. The default search types are NORM (manual search) and ANI (automatic number identification). You can also define your own search types from the Search Attributes screen by either creating a new search type or double-clicking an existing search type, which takes you to the Search Attributes: Details screen. These search attributes include:

• Attributes concerning the HTML template for the user interface of the search and display component.

The user interface of the search and display component is based on HTML tempates which define the layout of the search, display, and maintenance attributes of searchable object types. Default templates are available for you to copy and modify so that you can creat personalized layouts for your user interface. You can add or delete fields from the default template. Remember to specify which fields are included in your own HTML in the IMG activity Define Customer-Specific Search Control.

• Attributes to narrow the search on specific roles and/or relationships.

You can specify roles and a relationship to narrow the search on a default role.

• Attributes to specify defaults for the creation of business partners.

You can create business partners right from the IC WinClient. You can specify default values for the creation of new business partners by including them in a search profile of your own. You can specify the following values:

• Business partner role to create the business partner in a specific role.

• Partner category to create the business partner in a specific category (person, organization, group).

• Grouping to specify if you want internal or external number assignment for the newly-created business partners.

• Partner type to create the business partner in a specific type.

On the Priorities: Overview screen, you can specify which search you want the system to perform first if several search criteria were entered. Enter numbers in the P field to reflect each table's priority. You should only change the table and function names if you want to use your own search function.

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