CRM Interaction Record Activity

Dear friends,
In my business when i create follow up transaction in interaction record ,a business activity transaction is created automatically with the follow up transaction so i want to prevent the automated transaction from being automated.
Best Regards,
Mohamed

Mohammad
As Joaquin & Andrei mentioned, you can definitely suppress the creation of interaction record. The side effect of switching off the interaction record is that the content of activity clip board cannot be linked.
To overcome this we need to implement the BADI : CRM_IC_PRCSCTRL_BADI, Method : IS_LINK_ACTION_ALLOWED
This will fix the Problem.
Many Thanks
Ravindra

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CRM Interaction Record -- Mutilevel Categorization

Hi All -
What would be a possible use for implementing Multilevel Categorization for CRM Interaction Records if we are not implementing ERMS or CRM Service? Is it better reporting?
All available documentation point to either better functioning of ERMS (mail routing, auto response) or CRM Service (proposing templates, knowledge search)
Regards,
Pradhip.S

Hi,
It would depend of what do you want to achieve:
-Interaction Record should be used for "Interaction Center WebClient" Business Role as the main transaction type to register a contact/interaction with a customer for every channel (telephone/fax/email/face-to-face/chat, etc). Therefore the structure is simple: Description, note, a reason, a status and a priority.
-With a Service Request you are using a more structured transaction that will offer extra fields that are not available for a Interaction Record, such as:
-Two Multilevel Categorisation areas, usually for "Reason" (Subject) and for "Result" (Reason), that could be renamed to any requirement.
-Extra fields for processing such as Impact, Recommended Priority.
-Relationship with extra objects such as Related Problems, Related Request for Changes, Related Knowledge Article.
Additional a service transaction such as service request would offer:
-Find Related Problems.
-Find Related Knowledge Articles
-Autocomplete (to find automatically employee responsible/service team).
So basically you go option 1 or 2 depending of your requirement. If they are simple, you will have to configure less using an Activity (Interaction Record) rather than using a Service Request and then you would have to hide all fields that are not required.
Regards,
Lyda

Attaching e-mails to the interaction record(Activity) via ERMS set up

Hi Experts,
                 1. Activity (Interaction record) to be created automatically on receiving an email.
                 2. Once the acitivity is created then it must be routed to employee responsible based on certain rules.
           For the above requirement we are trying to config ERMS.
During the creation of an activity it should be possible attach ( link ) the e-mail or documents to the interaction record via ERMS set up. Do we need to do any configuration to attach the e-mails to the interaction record (Activity) . Please provide inputs on this requirement.
Contributions will be highly appriciated. Thanks
Regards,
Lakshmana.P

Hello Lakshmana.P,
Typically you would not actually route an Interaction Record (IR). If some follow up action is required, it is a best practice to create a service ticket. The IR creation is more appropriate for situations in which ERMS can auto-respond with a solution to an easy question about e.g., shipping rates, return policies, retail locations, or whatever. There are default actions for routing service tickets, but not for interaction record.
Best regards,
John

Interaction Record Activity

Dear friends,
In my business scenario i create interaction record for every call to any customer and i create follow up activity like visit or appointment to this customer but some times i want the system to stop the user if he create two visits with the same time in any calendar of any employee.
Best Regards,
Mohamed

Hello Mohamed,
ORDER_SAVE Badi is called during saving. Here can you
implement (Meth CHECK_BEFORE_SAVE) your own coding / requirement.
Regards,
Reshma Rao

CRM Interaction Record

Dear friends,
I want to ask please how can i control the interaction record, for example the default business transactions that created automatically when i click on button "follow up".
Best Regards,
Mohamed

Hi Mohamed,
You can do this settiings in the customization 'Copying Control for Business Transactions'.
Regards
Leon

CRM Interactive Reports Activation

Hi All
We need to activate de Interactive Reports in CRM But we don't know what to do with the BI Client.
BI Cliente is a BI product Installed in the Same Sever, but in different Client? Or we just have to customize the the Analytics part in CRM?
Our Basis consultant is lost about it.
Best Reagrds and thanks for any info.

Hello Luis,
The BI Report reuse component can be used to display any BI report based on the BW 3.x Template technology inside of the CRM 2006s UI Framework. As any other reuse component it can be embedded in a viewset or navigated to the components window. It can be used in workcenter pages and overview pages.
The Customizing is maintained in view cluster CRMVC_GEN_UI_BE.
Use transaction CRMC_UI_BI to call the customizing. This should give an fair idea about your question.
Regards,
Kapil Patil

Exit while loading of Interaction record in ICWEB

Hi Experts,
Our requirement is to update Interaction record activity clipboard before it loads for display to user.
Any idea what are the exits called when loading Interactiobn record.
Thanks in Advance
Ripal

I would suggest elaborate on the scenario , so that people can share their ideas

SAP ISU BP Contact - CRM Activity - CRM IC Interaction record

Hi All -
I have a cookbook which talks about migrating SAP ISU BP Contacts into CRM Activity.
Now, my question is if I do this, will this show up as a interaction record against the customer in the IC WebClient in CRM?
We are considering a design where billing supervisors will enter a BP Contact in ISU when customers directly call them about a bill. Later, if this customer calls the Cust Service Rep, we want this interaction to be visible to the CSR who will only use the CRM Webclient.
So, I guess indirectly my question is,
"Is a CRM Activity the same as an CRM WebClient Interaction record"?
or
"Is a CRM WebClient Interaction record a type of CRM Activity"?
Thanks in advance for taking your time to answer this.
Regards,
Pradhip.S

Hello Pradhip,
the CRM IC Interaction Record is technically a CRM Activity with a certain transaction type. You can configure the replication of IS-U Contacts that the created activity is shown in the Interaction Center as Interaction Record. So you will be able to see the IS-U Contacts created in ERP - for example within a Front Office Process - in CRM as replicated Interaction Records.
Kind regards,
Christian

Behaviour of Activity Clipboard of Interaction Record

Hi everyone,
I have observed a weird behaviour of Activity clipboard in CRM Interaction Center. Below are the steps I followed:
Confirmed the account in the Interaction Center. Opened Interaction Record
After performing my actions in the Interaction Record, saved the Interaction record by clicking the "SAVE" button on the Interaction Record screen.
Closed the browser(without clicking on END button on the IC).
Opened CRM WebUI and opened this new Interaction Record, I do not find any of the items in the Activity Clipboard. It is completely blank with no items.
But if I click on "END" button on the Interaction Center and then check the Interaction Record later through Inbox , I can find the items in the Activity clipboard. I need to understand if this is a standard behaviour of CRM Interaction Center that clicking END button is mandatory for saving the Activity clipboard items into database? Or Do I need to apply some SAP Note to fix this issue?
Please suggest.
Thanks,
San

Hi San,
Yes, clicking END button is mandatory to finish the customer interaction in SAP standard. Here the activity clipboard and all changes on the business objects which have been made during the cutomer interaction are saved.
Best Regards,
Sigrid

Not able to attach the scanned document with Interaction Record in SAP-CRM

Hi Experts,
I have a scanned document and I am trying to attach it with Activity in Interaction Record.
I maintained the document ID refering to scanned document in table TOA01 with interaction record guid; however the attachment gets displayed in SAP-CRM GUI but i am not able to see the attachment in SAP-CRM GUI.
Please help if someone has encountered a similar issue or propose a way to attach the document with acitivity in interaction record.
Regards,
Amit Gupta.

Hello Amit,
I am not able to understand your requirement correctly. Are you trying to attach the Document as a Attachment to the Interaction record (or) trying to attach it as a Archive Link Document??
If you could give me more info.. I think I will be able to assist you with this as I have worked in this area...
Cheers..
Anand

Clipboard activity coming from SAP ERP in an interaction record

Hi, do you know if it's possible to have activity created in SAP ERP to be linked to an interaction record in CRM? As an exemple; A customer call, interaction record is started, the rep modify something for that customer in SAP ERP (IS-U). Is it possible to see in the clipboard for that interaction record the object that was modified in the ERP? Thanks

Sijo thank you so much for your reply. I guess thats the way we are heading towards as we found there's nothing you can do from the config. Now we are trying our luck through customer development.
Thank you so much for your reply.
Cheers
Jack

Activity Clipboard in Interaction record

Hi Gurus
I am using CRM 7.0 EHP1 and when I create a Interaction record I don't see the activity clipboard columns. I see just caption "Activity Clipboard". I don't see anything else.
I have attached the activity clipboard profile to me role.
Please help.
Thanks
Tarang

Hi Tarang,
Activity Clip board in Interaction Center gives the details about the Customer, transactions and others. For ex when ever you are creating a complaint , the details which are available in activity clip board will be Customer , Contact Person, Process Type - Interaction record and... with respect to the Object Id in Complaint.
Activity clip board is not role specific.
regards,
Sarangamath

Business Activity - Interaction Record

Hi Gurus,
We have created one acitivity type ZACT transaction type for business activity. When we create this activity in GUI/WEBUI using BP_Poweruser Business Role in WEB UI we could able to see the questionnaire attached to the business activity.
But when we use the IC_Agent Business Role in WEBUI, this is being taken as interaction record, but the activity is not having questionarie attached to the activity.
What is the process of getting the questionnarie attached to Business Activity,in the interaction record.
Thanks in advance.
Regards
Vinod

Dear Vinod,
We are using CRM 5.0 and creating questionnaires. Steps of Configuration
Defined Questionnaire
Defined Sections
Defined Questions
Defined Answers
Saved the Questionnaire
Activated the Questionnaire
Defined the Determination for Questionnaire
Defined Qualification Levels for the questionnaire.
Visit the following link :
Re: Custom Questionnaire - Leads
it might be helpful to you.
Regards,
Ankush

How to trigger an SMS after creation of Activity / Interaction Record

Dear Experts,
Our Client requirement is to trigger an SMS immediately after creation of an Interaction Record. I want to define an Action for this.
But what processing type should I use for SMS, (like Method Call, Smart Forms Mail / Fax / Print and Workflow). We are using an external service provider domain to send SMS to our customers. It has been configured in SCOT.
But from CRM configuration front there is no specific processing type for SMS. then how system reads telephone number from the BP master.
Kindly help me to resolve the issue, your suggestions will be highly appreciated.
Best regards
Raghu ram

Raghu,
In your case you could copy a "print" action method class and create a z-version. Then modify the print action method so that the smartform output triggers a call to your output type.
Or you could just code a new method that creates a new BCS send request using the CL_BCS document and your output type.
It just depends on how whether you want to use smartforms to build the message or build it in some other method.
Take care,
Stephen

SAP CRM 5.0 - capturing iObject details in interaction Record - urgent

Hi every body,
Pl let me know how to capture iObject in Interaction Record, where to capture...is it standard functionality of SAP CRM 5.0. I am unable to find.
Reason I am asking is: I want to create service order as a follow-up from interaction record. In this service order I will add item level service products required for this ibase.
In Service Order there is a field to capture iObject ID, but I want this to be populated automatically when I create service order from interation record. Hence I need to know how and where to capture iObject in interation record. In case any OSS notes are there to be applied, let me know. In case development is required let me know.

Thanks Rekha
Your guidance has help me sovle this problem, changed the Determination Rule to 14000148 and this tested succesfully.
Many Thanks again - max points awarded.
Regards
Panduranga

CRM Interaction Record Activity

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