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CRM_IC_073 - Define Rule-Driven Interaction Profiles

CRM_IC_073 - Define Rule-Driven Interaction Profiles

General Data in Customer Master   ABAP Short Reference  
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In this IMG activity, you define profiles that can contain one or more events. The events, when raised in the Interaction Center (IC) WebClient, can trigger business rules. These business rules, defined in the rule modeler, can provide agents with guidance and suggestions based upon available context information in the IC WebClient. For example, confirming the business partner is an event that can trigger certain rules.

  • You defined events.
You only need to define events if you are not using the standard delivered events.
  • You defined service manager profiles.
The service manager profile must be defined and assigned to the ICRULE context in Define Service Manager Profiles. The service manager profile is assigned to a context under Directly Called Services -> Properties for the property ID, CONTEXT. The service manager profile must also contain the rule execution service, RE_RULE_EXEC.

There is a default rule-driven interaction profile, IC_RULE.

  1. Define rule-driven interaction profiles.
These profiles can be used by one or more agents, through the assignment to the IC WebClient profile.
  1. Add events and assign events to the service manager profiles.
In order to know what rules the system has to read for each event, the events have to be assigned to a service manager profile. Once an event is raised, the service manager profile is called and executes the rules that are assigned to the service manager policy, as defined in the service manager profile under property ID, POLICY.
NOTE: All service manager profiles are shown. You must choose a service manager profile that meets the conditions described in the Requirements section.
  1. Assign rule-driven interaction profiles to the function profile ID, ICRULE (Rule-Driven Interaction), in Define IC WebClient Profiles.






TXBHW - Original Tax Base Amount in Local Currency   General Data in Customer Master  
This documentation is copyright by SAP AG.

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