Current Interaction Record - Account Overview Page

[Former Member]

Hello,

Due to many clicks and switching between Interaction Record and Account overview, am wondering if it is possible to have the Current Interaction Record available in the Account Overview page. Am thinking about something like this:

Component Name: ICCMP_BTSHEAD

Component Usage: Interaction Record

Any ideas on how to fix this?

Points will be given.

Regards,

Bendik

[Sigrid · Accepted solution]

Hello Bendik,

What might also help is to include the activity clipboard of the interaction record in the navigation bar. There you see the description of the IRec but you can also easily navigate to all other business objects touched during the customer interaction. It is available in CRM 7.0 EHP3 Additionally with SAP Note 2039600, see  http://scn.sap.com/community/crm/interaction-center/blog/2014/09/16/tracking-customer-interactions-a... for an example.

An integration of Interaction Record View as shown in your mockup can be found in the E-Mail editor. For example in CRM 7.0 EHP3, the Irec view is included as assignment block in CRMCMP_CCS_EML/MailAssignmentsOV. This can be used as an example for an enhancement.

Best Regards,

Sigrid

[Former Member · Accepted solution]

Hello and thanks for replying!

Am aware of the need for a developer, but I really appreciate the information about the Assignment Block. I did not know where to locate it.

When it comes to the Current Interaction Record in the navigation bar, I have already implemented it. Agent find it very helpful! However, they also find it a little bit difficult to distinguish between the different Processing Types. This is because the Current Interaction only shows the description. Is it possible to have the Process Type name in the Current Interaction instead of description?

Regards,

Bendik

[Former Member · Accepted solution]

Hi Bendik

Not sure which component you're now referring to in this regard.

But it should be possible using Standard Screen Configuration to make the Process Type visible.

If that doesn't help could you please include a screen shot with the text you'd like to display as Process Type highlighted.

Regards

Arden

[Sigrid · Accepted solution]

Hello Bendik,

Actually to display you can customize the entries of the activity clipboard quite easily. You can create your own entries in SAP Customizing Implementation Guide Customer Relationship Management Interaction Center WebClient Basic Functions Define Activity Clipboard Profiles and assign it to your activity clipboard - e.g. just to show how it could go:

will look like

Best Regards,
Sigrid

[Former Member]

Hi Bendik

Nothing to fix here as what has been supplied from SAP is the Standard Behaviour.

If you want this functionality available within the Interaction Record you'll need to get a good SAP CRM Developer involved to code the required behaviour in.

Regards

Arden