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ISS_CRM_SREQUEST - How to Integrate ISS with Service Requests

ISS_CRM_SREQUEST - How to Integrate ISS with Service Requests

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You can use this customizing activity to integrate the self-services delivered as part of Internal Self-Services for Financials with the service requests created in the CRM Interaction Center (IC). This allows agents in the CRM IC to launch self-services from the Business Context tab of the service request UI.

Prerequisites

Before you can integrate self-services, you need to have set up your Internal Self-Services (ISS) solution. In particular, you need to ensure that the launchpad configuration is complete. For more information about this, see How to Configure the ISS Home Page

The following settings are delivered by SAP as part of the role provided with the business function:

  • You need to have assigned the Self-Service Process TypeSCSSs the Link Type in the customizing activity Define Settings for Business Context (CRMVC_OBJLINKPROF) in Customizing for CRM.
  • You need to ensure that the users' application bar profile are configured to allow them to launch the self-services application from within the service request. You can do this in the Customizing activity Define Navigation Bar Profile (CRMC_UI_NBLINKS) in Customizing for CRM. On the Define Generic Outbound Mappings node, you enter WRAPPED_SSCSS as the Object Typeand SSC-LPD as the LogLinkID. You also need to ensure that the Use Link check box is selected.
  • You also need to ensure that self-services are integrated into the generic transaction launcher. You can use the Customizing activity Define URLs and Parameters(CRM_IC_058) in Customizing for CRM to check the configuration. The URL ID SSC_SELF_SERVICE_LAUNCH needs to be defined. The associated parameters are displayed on the next node.

You need to complete the following activities:

  1. Assign launch pad configuration to the service request transaction type
You need to assign the launch pad configuration for self-services (Role: FIN_ISSand Instance: HOMEPAGE) to the relevant service request transaction type. You can use transaction SM30 to modify the table CRM_SSC_LPD to include the relevant entries.
  1. Link Self-Services to Service Request Categories
Next you need to assign the self-service process type to a service request category. You can use the Category Modeler in the CRM IC to do so. You need to ensure that the self-service process type is assigned to the link type (see Standard Settings above).

Once this is complete, users should be able to launch self-services from the Business Context tab of a service request.






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