Solutions captured in Interaction record

Hi,
The solutions are searched by the agent in the knowledge search.
The solutions provided form the results are recorded in the activity clipboard.
The solutions are available in the Intercation record for future reference.
Now, can we see these solutiions captured in the activity clipboard of the interaction record( business activity) when the interaction record is opened in GUI or PCUI BSP.
thanks,
Sarat.

At present we are in the Blueprint phase.
One of the Client requirement is that the solutions provided by the Call Agent should be visible to the Field engineer when the Service Order is assigned to the Field Engineer.
I saw in the SIM file that the solutions provided by the Call Agent are captured in the Interaction Record and visible in ICWC.
But my question is will these solutions be visible in the PCUI Business Activity(Interaction record).
Thanks,
Sarat.

Similar Messages

Webclient Interaction record for R/3 sales order

Hi,
we need to capture the interaction record for each and every call related to order. we don't want to use the webclient or pcui sales order becuase of their limitations... we want all the feature of R/3 sales order like extended material search, purchase order type.... kind of fields and search help on them.
so what is the best way to approach if we want the order to be created in R/3 and capture the interaction record? would a regular BOR call from webclient for R/3 Sales Order would do it?
thanks,

I would suggest we still use the Interaction Record Functionality in IC Web . So thi is what I am suggesting :
1. Customer calls in for placing a Order
2. CSR receives the call ( CTI ) and Confirms the Account . Once Clicked on Confirm , you can auto navigate to Interaction Record View
3. CSR can capture whatever details , INtereaction Record Specific ( Like IR Type -> Order etc ) , and Save to create the IR .
4. Once Saved , You can dynamically make available , Button or Navigational Link 'Create Order' ( Will Only appear if IR Type is 'Order' etc ) .
Now Clickin on Create Order , you have different options
i) Launch into ECC ( VA01 ) using Transaction launcher to Create the Order
ii) If you are on CRM 5.0 , make use of the new CRM Sales Order Creation ( This Basically provides a very Intuitive BSP View , however the Orders are getting created in ECC Itself , No Replication required )
Hope this helps.

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

How to see results for surveys in CIC Interaction record under script prfl?

Dear Experts,
In Interaction Record>Under Script tab> I have filled a survey-> upon entering all answers and saving->System showing a message, that survey has been sucessfully saved.
But I dont know where these surveys are getting stored. and I could not find the created survey or results next time when I opened the same Interaction record.
Kindly tell me where can we find the survey results, which is created under Script tab in Interaction Record.
Your suggestions will be highly appreciated
Best regards
Raghu ram

Hello,
Have you found solution to this case?
BR
Piotr

IC Webclient -- "Reason" field non-editable in "Interaction Record" view

Dear All,
I am working on CRM 5.0, IC Webclient. I have created a business transaction profile, and attached "Business Activity (0010)" as the transaction type.
Now in the CIC screen, after clicking the "Interaction Record" hyperlink in the navigation bar, the "Interaction Record" view has the fields "Reason" and "Result" greyed out. However, in SAP GUI, the "Reason" field is editable and also has values in the drop down.
Please guide.
Your help would be greatly appreciated and rewarded.
Regards,
Khushboo

Thanks All,
I found out a solution for the same.
Regards,
Khushboo

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

Copy of Categorization Interaction Record

Hi Forum,
I would like to check with you if it is possible to copy the categorization of an Interaction Record to a Service Request when creating it as a Follow-up of the IR ?
Thanks a lot !!!

The problem I have is that the method Subject (BADI CRM_COPY_BADI) is not called. I think it is because of the difference between the subject profile category of the Interaction Record and Service Request. The interaction record has a subject profile category (F/Activity Reason) different than the service request. Do you know if there is a solution via customizing ?
Thanks a lot !!!

Inbound email in interaction record

Hi experts,
I use workflow WS 14000164 to process incoming email. I would expect somehow to have the mail in BP interaction record. I can see the workitem and the attached email in WebClient Inbox but I do not see it in interaction record. Which solution does the standard provide?
I am using CRM2007.
Best regards,
Patrick

HI ,
Currently even i was unable to find the solution for the inbound email attachment , i can see the attachment in the email, while processing email attachment is not automaticallly link to Interaction record.
Even if log in to SAPGui and transation it does't contains attachment .
Activity clipboard i can see the inbound email .
Best Regards,
Satish Kumar

How can I easily video screen capture my interactions on an ipad2 so I can play back to demo content I have created?

how can I easily video screen capture my interactions on an ipad2 so I can play back to demo content I have created?

Hi,
Thanks for the response but I know how to do a screen capture but wanted to be able to capture myself interacting with the ipad ansd turn into a movie i.e. showing all the movement / animation etc as I interact.
I have now figured out a good solution. Using AirServer you can wirelessly connect you ipad to your mac/pc then using a video capture solution like Snapz Pro you can capture what you are doing to create the video.
Cheers

Transaciton cancelled on entering into interaction record

Hi All
After confirming the business partner with contact person in portal. I am getting the error ' transaction cancelled' and it is allowing me to fill up the data in interaction record of portal CRM 2007.
Please provide the solution regarding this.
Regards
Avadh

did you assign the correct txtype in the business transaction profile for the Interaction Webclient and did you assign it to the business role as function profile?
do you have authorizations for that txtype?
KR,
Micha

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

Follow up email creates a interaction record in business context area

Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
Now as per requirement: once we send the follow up email it should appear in the business context area with status "out email"
but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
if anyone has faced similar issue kindly suggest.
Thanking you in advance,
Deepa

Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
The main issue is as per requirement when we send the follow up email it should not create a new interaction record and the sent email should appear in the business context area.
Regards,
Deepa

Status in Interaction Record update based on a follow up Business Transacti

Hi
I put in place within ICWC the Interaction record creation as initial step followed by a creation of a Service ticket.
I would like at the Completion of my service tickets the interaction record to be completed automatically as we dont want any agent to manually complete them.
Thanks in advance
Aurelien
CRM 4.0

Hi,
I tried to come back to the idea of the Status Completed as default when Interaction Record is created.
My scenario is:
Confirm BP
Confirm IBASE
Click Service ticket on the left Menu (Interaction Record Menu is not visible anymore)
then i am on the ticket...
I noticed different small problems:
1/ The service organisation determination is not trigger anymore at the ticket creation, it is triggered only when an update occur on the ticket, in my case only when the classification is filled.
2/ When i saved the ticket, the Interaction Record appears in the Business Context, when i click on it (it is completed straigh away), but an error is present in the Interaction record, CRM_ORGMAN - 039 (Enter an organizational unit (Service))
When i had set up my interaction record status profile with more than one status (not Completed straight away) the error number 2 never occured.
The error number 1 always occurs if i use the scenario in ICWEB:
When i use one transaction type to multiple transaction type as dependent business transaction type, in my case the transaction type linked to my Business transaction profile (interaction Rec) is ZS33, then as default Service Transaction in the Dependand transaction i used a ZEST.
Config done in SAP Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Business Transactions -> Define Business Transaction Profiles
In case that i used directly ZEST as the default transaction type for my Business Transaction profile the Org determination occurs correctly.
As anyone seen this problem before?
Or is there anything to do to transfer the org from the Interaction Record to the Service Ticket? is there a link?
I have been through all the topics about Interaction record but couldnt find anything related to my problem.
Thanks in advance
Aurelien

Follow up email creating a interaction record

Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
Now as per requirement: once we send the follow up email it should appear in the business context area with status "out email"
but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
if anyone has faced similar issue kindly suggest.
Thanking you in advance,
Deepa

Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
The main issue is as per requirement when we send the follow up email it should not create a new interaction record and the sent email should appear in the business context area.
Regards,
Deepa

Object for interaction records, service tickets and follow-up activities

Hi,
I need business objects or Function modules(anything) that contains the data realted to interaction records, service tickets, and follow-up.Please help me by mailing to my mail [email protected]

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Solutions captured in Interaction record

Similar Messages

Maybe you are looking for