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CRM_RTOM - Integrating Real-Time Offer Management

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You can support agents promoting products to the customer based on analytical processes of the real-time decisioning engine. With the integration of Real-Time Offer Management into Interaction Center WebClient for Telecommunications, real-time offers are shown in the sales order.

You have activated business function Real-Time Offer Management.

You have integrated SAP Real-Time Offer Management into the Interaction Center.

Define profiles for Real-Time Offer Management

For more information, see Customizing activity Define Real-Time Offer Management Profiles.

Define business roles for Telco Interaction Center.

1. Choose the role for which you want to enable the RTD engine and then double-click Assign Function Profiles.
2. Choose New Entries and add the following function profile IDs from the input help:

	Function Profile ID	Profile Value
	OFFER	Value, you have previously created
	WBAR	RTD
	RUNTIME	DEFAULT_IC

1. To check whether DEFAULT_IC contains references to the feedback custom controller go to Maintain Runtime Framework Profile.
2. Choose DEFAULT_IC and double-click Global Customer Controller to be Called.

The profile should contain controller ICCMP_FEEDBACK.

For more information, see Customizing activity Define Business Role.

Define the navigation bar profiles.

1. Choose profile TEL-IC-U and double-click Define Generic Outbound Plug Mappings.
2. Add the following objects:

	Object Type	Obj.Action
	OFFER	Display
	RTD_FEEDBACK	Display
	BT155_PSI	Display
	BT155_PSI	Edit
	BT265_PSO	Display
	BT266_PCD	Display

1. Choose Define Work Area Component Repository
1. Choose the component ICCMP_OFFRMAIN and double-click Outbound Plug Definition.
2. Make the following new entries:

	Source ID	Outbound Plug	Object Type	Obj.Action
	OFFER	TODETAILS	PRD_MATSRV	Display
	TPRICSOBR	TOTELCOSALEORDR	BT155_PSI	Edit
	TPRICSOP	TOTELCODETAIL	BT155_PSI	Display
	TPROVICCD	TOTELCOCONTRACT	BT265_PSO	Edit
	TPROVICS	TOTELCOEXISTSALEORDER	BT265_PSO	Display

For more information, see Customizing activity Define Navigation Bar Profiles.

Define thetoolbar buttonRTOM Offers.

Enable event via rule builder

1. Start your WebClient UI with business role IC_MANAGER.
2. In the assignment block Createchoose Rule Policy.
3. Create four rule policies with the context Intent Driven Interaction (IC WebClient) and give them a name.

BT265_PSO

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