Creating a Web Request in the Interaction Center 

Purpose

This business process involves placing a request through an Interaction Center. Constituents can use this process if they do not have Internet access. A constituent contacts an agent in the interaction center by telephone. The agent is able to fill in the corresponding Web request, using the request category view issued specifically for him/her, with the data given by the constituent over the phone.

Whilst the request is being placed, the request data is saved in electronic form through a Web request. A check is carried out on the form entries to ensure that the request data is complete.

Prerequisites

·        You have created the specific Web requests in Customizing. For more information on the Customizing activities that have to be executed, see the Configuration Support for this Business process and/or Customizing, under Customer Relationship Management ® E-Service ® Web Requests.

·        You have configured the settings of the Interaction Center for the request category view of the service processor. An example of this is set up in the demo Web request delivered SAP_DEMO02 in the view Interaction Center. For more information, see the BSP start page of SAP_DEMO02 using the pushbutton Info.

Process Flow

The following business process runs in SAP CRM:

       1.      Call Web Request
The agent in the Interaction Center selects the business partner of the constituent using a business partner search and starts the corresponding Web request in their Action Box.

A browser window opens and displays the form for the Web request.

       2.      System Prepopulates Form Fields

       3.      Complete Form
The agent receives the necessary data from the constituent over the phone and fills in the request form.

       4.      Submit Web Request

       5.      System Checks Entries
If the form is incomplete or filled in incorrectly, error messages request the agent to correct the data or add more data.

       6.      System Creates Service Order
If the request data is complete and correct, a corresponding service order is generated containing all the request data required for further processing.