Business Context

You can use this function to integrate service processes in the shared services center (SSC) with processes in back-end systems.

Integration

The business context function is integrated with the following transactions:

Service request (incident)
Master service request (problem)
Request for change

Prerequisites

You have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Settings for Service Requests Define Settings for Business Context End of the navigation path .

You have activated the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC).

Features

You can use the business context to do the following:

Link back-end processes and objects to CRM service processes
Display and maintain a list of links in CRM service processes
Create and view links to CRM objects such as e-mail and knowledge articles
Unlink processes and objects, depending on whether you have made the necessary settings in Customizing
Manually select the back-end client and company code with which you want to search for a business object in the ERP back-end system
Navigate directly to linked back-end objects and processes

Objects that you want to link to the business context can be found or created in the following ways:

Enter a known object ID to link an object in the list of Business Context objects.
You can create a new object with or without dialog by selecting an object type and choosing Create.
Whether or not a dialog is used depends on the settings you make in Customizing or in the implementation of the object link class.
A new linked object can be created automatically when a transaction is saved or ended. If you want to use this function, you must implement BAdI: Sample for Automatic Creation of Business Context Links (CRM_IC_SSC_BC_AUTOCR) in SE19.
You can search for objects in the agent inbox.
Objects from the global data context of the IC can be automatically linked to transactions created during the current session.
If the user role does not have the object type configured for the business context, the object appears in the business context but you cannot view the object details.

In addition, you can set the Business Context to show only the relevant object types according to the backend system of the employee or customer. For more information, see Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Settings for Service Requests Business Add-In BAdI: Filtering of Linked Object Types End of the navigation path .

Example

You are working on a service request and want to link to an ERP vendor invoice. You search for the invoice and confirm it. The system links the vendor invoice to your service request, where it is displayed in the business context assignment block. From here, you can navigate to the vendor invoice and review its details.