Activity Partner not populated for Email Inbox "Interact" Scenario

[Former Member]

Hi Gurus

When we pick up an EMail from the Agent Inbox using the "Interact" feature, the Interaction Record is created but no Activity Partner is populated.

In some case the users do not Confirm the customer and I suspect this is why the Activity Partner is not populated.

What are the options for populating the Partner correctly if the customer is not confirmed?

Do we need to implement a custom Access Sequence via a Badi?

Regards

Panduranga

[Sigrid · Accepted solution]

Hi Panduranga,

Did you check if  there is any business partner/relationship which has assigned the E-Mail address which could be confirmed?

Is it possible that the IC agent displays the E-Mail, then writes a reply instead of interacting with the E-Mail? Not sure if searching for the business partner is triggered then, so it can be added to the interaction record.

I think a BADI would not help here, the IC agent should be well trained to use interact and confirm.

If you use CRM 7.0 EHP3, the activity clipboard of the current interaction can be displayed in the navigation bar. This would help IC agents to notice, if they are in an interaction and if they have already confirmed an account,.... as this information is then directly visible in the navigation bar.

See http://scn.sap.com/community/crm/interaction-center/blog/2014/09/16/tracking-customer-interactions-a... for further information

Best Regards,

Sigrid