Account Identification/Account Fact Sheet

IC agents can use this part of the interaction center (IC) to identify accounts in different ways, such as by name, company, or product, and to obtain an overview of an account and contact. If an account does not yet exist in the system, or if it must be updated, IC agents can also create and change accounts from this screen. In addition, they can quick create an account with just the basic data.

Prerequisites

For information about configuring account identification, see SAP Solution Manager.
You have set up one of the following account identification profiles:
- The standard account identification profile in Customizing for Customer Relationship Management under Interaction Center WebClient Master Data Define Account Identification Profiles .
- The profile that enables confirmation of multiple business partners at once in Customizing for Customer Relationship Management under Interaction Center WebClient Master Data Define Account Identification Profiles for Multiple Business Partners .
In your account identification profile, you have made settings for the following:
- Contact attached data (if you want to use this feature)
- Configurable context area (if you want to use this feature)
- Embedded object components
- Search scenario
- Search results filtered for account roles and contact person roles
- Default contact type for contact searches using search fields for contact communication details (Telephone, E-Mail, Fax)
- Availability of marketing permission function
- International address versions (if you want to use this feature)
- Employee search (if you want to use this feature)
  
  You have created a profile that includes the RFC destination to establish the connection between SAP ECC for the HR data and SAP CRM for the related business partner data. This profile allows the employee search instead of the account search.
If you are using contact attached data (CAD), you have mapped the contact attached data from the communication management software to account identification using an XML file.

You have created a function profile in Customizing for Customer Relationship Management under Interaction Center WebClient Basic Functions Communication Channels Define Profiles for Contact Attached Data .

Additionally, if you want to use CAD attributes when creating alerts or rules, you have enabled the relevant CAD attributes for fact gathering. For more information, see Customizing for Customer Relationship Management under Interaction Center WebClient Basic Functions Communication Channels Enable CAD Attributes for Fact Gathering .
If you are using the marketing permission function, you have made the settings in Customizing for Customer Relationship Management under Master Data Business Partner Define Settings for Marketing Permissions .
If you are using international address versions, you must have activated them. You do this in Customizing for Customer Relationship Management under SAP NetWeaver Application Server Basis Services Address Management International Settings Activate International Address Versions .
Mapping from logon language to address version is available in the default implementation of Business Add-In ADDR_LANGU_TO_VERSMAP_LANGUAGE_TO_VERSION, or an implementation exists that maps the logon language to that version.
If you are using employee search, you have defined employees as business partners in SAP CRM.
If you are using the standard account identification profile, you have defined any object components that you want to be displayed in the upper right area of the screen in Customizing for Customer Relationship Management under Interaction Center WebClient Customer-Specific System Modifications Define Object Components .
If you are using the account identification profile for multiple business partners, you can define object components within the search tabs you define in Customizing for Customer Relationship Management under Interaction Center WebClient Master Data Define Account Identification Profiles for Multiple Business Partners .
You have defined an installed base profile in Customizing for Customer Relationship Management under Interaction Center WebClient Master Data Define Installed Base Profiles .
You have defined an interaction history profile in Customizing for Customer Relationship Management under Interaction Center WebClient Master Data Define Interaction History Profiles .
If you are using the briefcase, you have made the necessary setting in Customizing for Customer Relationship Management under Interaction Center WebClient Master Data Define Briefcase .
If you are using the enhanced search, you have made the necessary setting in Customizing for Customer Relationship Management under Master Data Business Partner Activate Wildcard Search for Accounts and Contacts .
If you want to ensure that all rules and events that are triggered when the Business Partner Confirmed (BPConfirmed) event is raised are also triggered when a call is transferred, you have added the Business Partner Confirmed for Call Transfer (BPConfirmed_Trans) event to the relevant rule policy in the rule modeler. Once you have done so, an account that is confirmed by an agent is confirmed automatically if the call is transferred to a second agent, and the system does not create a new interaction record when the call is transferred. For more information about creating rule policies, see Rule Modeler.

To search using both account and contact name fields, you must activate the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP).

To set a default contact type, you must activate the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP).

To quick create an account and use the enhanced search, you must activate the business function Sales and Service (CRM_SLS_SRV_1).

To enable CAD attributes for fact gathering, you must activate either the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP) or the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC).

To use the marketing permission function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION ).

Features

Automatic number identification (ANI)
If your telephony switch system has ANI, the system can identify accounts even before IC agents accept contacts.
Business context data (BCD)
When IC agents confirm an account or product, the system displays all relevant information for the account or product in the activity clipboard. This information is also recorded in the BDC so that it can be reused by other functions.

For more information, see Activity Clipboard.
Contact Attached Data
When IC agents confirm an account, the system can incorporate contact attached data from the communication management software (CMS). This information is displayed on the contact attached data screen.

You can also enable contact attached data attributes for fact gathering so that these attributes can be used when creating alerts or rules. Using these attributes, you can, for example, retrieve a service request number from the CAD attributes of an incoming call and set up a rule that displays an alert providing this information to the IC agent once the account has been confirmed. The IC agent can then click the service request number in the alert to navigate directly to the service order. When using CAD attributes for this purpose, you must ensure that the data that is passed has the same CAD group name and CAD attribute name that have been defined in Customizing.
Configurable Context Area
The context area provides background information for the current interaction. If you would like to display different account information in the context area, ask your system administrator to configure the context area accordingly.
Embedded Object Components
If you are using the standard account identification profile, you can replace the upper right area of the Account Identification screen with your own views that enable you to search for business partner-related business objects. You can define object components so that the agent can search for:
- Objects based on the confirmed business partner
- Business partners based on the confirmed objects
If you are using the account identification profile for multiple business partners, you can define object components within the search tabs you have defined.
International Address Versions
If international address versions are activated in your system, you can use the default character set or the international character set to search for business partners (provided a character set is defined for your logon language).

The system automatically searches in both the default character set and the international character set. For example, in Japan, agents can search for the caller’s name using the furigana version of the name. As a result, all names with the same pronunciation are displayed, irrespective of the character set.

International address versions are available for all countries for which you have maintained an international address version.

For more information, see SAP Note 666830, Function Enhancements for International Address.
Search Scenario
You can customize search fields and search views that appear as tabs on the Account Identification screen. For each search, you can define the title of the tab and the type of search (for example, business partner or object component).

You can also define the sequence of relationship types that appear in the search criteria.
Filter search results for account roles and contact person roles
You can set the system to filter search results for account searches by account roles and by contact person roles.
Define default contact type for searches using the contact communication data search criteria
For contact searches using the fields for contact communication details (Telephone, E-Mail, Fax), you can set a default contact type in Customizing that determines whether the search criteria are used to search for a contact of the type account, contact person, or both. IC agents can change this setting in the WebClient UI.
Use contact name in account search

When searching for accounts in the IC, entering data in both the contact name fields and the account fields will generate a combined search result and provide more precise results.

Note
You cannot search for accounts using the account search fields in combination with the search fields for contact communication details (Telephone, E-Mail, Fax). The contact communication details take priority over search criteria entered in the other search fields. If one of the search fields for contact communication details is filled, the system performs a contact search based on the communication details only.

End of the note.
Employee Search
You can configure your interaction center to service internal employees. IC agents can use the employee search to look up employee details such as cost center, personnel area, employee group, and employee subgroup. They can also look up telephone numbers and e-mail addresses, or, when they receive a telephone call or e-mail, the system can identify the employee by ANI or from the incoming e-mail, and display the employee’s details.
Multiple Business Partners
You can configure your interaction center so that IC agents can confirm more than one business partner at once. You can also define a list of partner functions that can be used to confirm business partners and determine the sequence in which partner functions are displayed. You can then map the partner functions of confirmed business partner to the existing partner functions in business transactions and the interaction record.
Account Fact Sheet
The account fact sheet gives an overview of the confirmed account. You can personalize views of the fact sheet. For more information, see Fact Sheet in the CRM Enterprise documentation.
Briefcase
You can set up a briefcase that contains a collection of briefing cards that give you an overview of relevant information, such as addresses and contacts. Each briefing card can be assigned to more than one briefcase.
Account Quick Create
You can quick create an account from every business object such as an opportunity or an activity. When you save the new account, the data you have entered in the fields for the business object is automatically filled in for the new account.
Marketing Permissions
The marketing permission function is available per default on the Marketing Permissions tab, under More Fields, and IC agents can create, edit, and display marketing permission items for accounts and contacts.

If your company does not support marketing processes, you can specify in the account identification profile that the Marketing Permissions tab is hidden in the WebClient UI.

For more information about the marketing permission function in IC, see Specifics for Interaction Center: Marketing Permission.
Enhanced Search
You can search for an account and contact with the following search criteria:
- Region by Country
  The search criterion refines your search for accounts by filtering the correct region of the respective country. With TREX the search is not limited to 20 characters.
- E-Mail, Telephone, and Website
  
  You can enter an asterisk (*) at the beginning or the end of a search string to perform a wildcard search. For e-mail, you can also put the asterisk within a search string.