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CRM_IC_066 - Assign Fact Base/Business Data Context Data Sources

ABAP Short Reference   CL_GUI_FRONTEND_SERVICES - Frontend Services  
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You define how the values are retrieved by mapping the fields in the mail form structures to data sources. Data sources can either be fact base attributes or an XPath for the business data context (BDC). Which one you use depends upon the business case in which smart responses are used. There are two cases:

• Agent processing

The smart responses are used in the Interaction Center (IC) WebClient and are handled by agents. In this case, the BDC is available; therefore you can use the BDC XPath as a data source.

• Automated processing

The smart responses are automatically sent without agent intervention. The BDC is not involved and cannot be used. In this case, you cannot use the BDC XPath as a data source.

If you maintain both data sources for one entry, then the value from the fact base attribute is used first. If the value cannot be found from the fact base attribute, then the BDC XPath is used.

If there is no attribute or BDC XPath that can identify values, then use Customizing activityDefine Data Source Classes.

You want to include the account balance in the smart response. You create a new entry in this IMG activity for the account balance field and enter the corresponding fact base attribute that can retrieve the value. As a result, all smart responses that have the account balance will have the current account balance value determined and populated into the smart response during runtime.

Fill RESBD Structure from EBP Component Structure   General Data in Customer Master  
This documentation is copyright by SAP AG.

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