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CRM_IC_BUSACTIVITY - Enable Navigation to Business Activity View
General Data in Customer Master Addresses (Business Address Services)This documentation is copyright by SAP AG.
You can use this Customizing activity to enable navigation from the interaction record to the business activity view of an activity in the interaction center (IC). Instead of the interaction record view, which is specific to the IC, IC agents can then navigate to the business activity view that is used by other CRM business roles. This allows IC agents to access data that is not available in the interaction record, such as the activity journal.
By default, navigation to the business activity view is enabled for the standard delivered business role IC_AGENT.
The following steps are relevant if you are upgrading from a previous release or if you have created your own business role.
To enable the business activity view, make the following settings:
- Go to Customizing for Customer Relationship Managementunder Interaction Center WebClient -> Basic Functions -> Define Navigation Bar Profile.
- Select your navigation bar profile (for example, IC Agent) and go to Define Generic Outbound Plug Mappings.
- Go to the object type BT126_INRwith the object action Display.
- Change the logical link ID from IC_BT_INR to IC_BT_INRD.
- Assign the changed navigation bar profile to your business role in Customizing for Customer Relationship Management under Interaction Center WebClient -> Define Business Role.
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This documentation is copyright by SAP AG.
Length: 1818 Date: 20240523 Time: 183712 sap01-206 ( 44 ms )
