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Procedure documentationCreating Actions Locate this document in the navigation structure

 

You can use this procedure to create actions to use in scripts. Actions are ABAP classes that use system data to calculate values or to process data.

Example Example

Your company sells life insurance, and you want to create a script that branches to two different questions, depending on the customer's age. You create an ABAP class that finds the age of the business partner in the system after the business partner is confirmed. You incorporate this ABAP class into the script using an action.

When agents use this script, the action branches to the correct set of age-related questions, without the agent having to ask the customer's age.

End of the example.

There are two types of actions:

Prerequisites

  • The system administrator or an ABAP programmer has written an ABAP class that you want to use for this action.

  • You know the name of the ABAP class.

Procedure

  1. In the Interaction Center WebClient, under IC Manager access the Interactive Script Editor.

  2. Choose   New   Action  .

  3. Enter the necessary information in the fields.

    Creating Action Parameters in the Interactive Script Editor

    Name

    Definition

    Use

    Class

    Name of the ABAP class that you want to use for this action.

    Enter the name of the ABAP class you created for this action.

    Input Parameters

    Variable value that you input into the ABAP class.

    The value for the parameter is defined when using the action within a script.

    If you use variables in the ABAP class, choose Insert New Parameter to enter them. You can use Delete Parameter to delete parameters. The parameters defined for the action appear on the left of the interface in the Repository.

    To set the value when designing a script, you manually enter the value and the description, or you can drag and drop the action from the Repository. You can also view existing scripts with their actions by using the search function at the bottom left of the interface. You can use an existing script as a template for a new one.

    Example Example

    You have written an ABAP class to query the price for different products so that you can reuse this class in different campaigns. For a campaign selling socks, you would enter the product ID for socks as an input parameter.

    End of the example.

    Output Parameters

    Parameters that are returned by actions and can be accessed in read mode in question texts or used by other actions.

    To set the value when designing a script, you manually enter the value and the description, or you can drag and drop the action from the Repository

    Branching Codes

    Specifies the possible values that can be returned from the ABAP class to link to branching codes.

    Define the possible values that can be returned by the ABAP class.

  4. Choose Action Properties and enter the necessary information. When you are finished, save your changes.

    Creating Action Properties in the Interactive Script Editor

    Name

    Definition

    Use

    Action ID

    Technical name for the action

    Enter a technical name.

    Description

    Short text for the technical name

    Enter a description.

    Language

    Language in which you are currently maintaining the action.

    Enter the language you are using. After you save the action in one language, you can choose another language and translate the action.

    Action Type

    Indicates whether this is a branching or non-branching action.

    Choose the action type.

Result

You have created an action and the system has saved it in the repository. You can now include it in a script.

More Information

Creating Scripts