Show TOC

Function documentationFollow-Up in the Interaction Center WebClient Locate this document in the navigation structure

 

You can create follow-up transactions, which can be interactions or tasks, with reference to the current interaction record. If a customer wants to place a service order, for example, the agent can schedule a call for the following week to ask if the customer was satisfied with the service. This is not limited to activities. Any transaction type can be defined as follow-up transaction type, for example, a service order, or a sales order.

The list of permitted follow-up transactions is controlled by assigning transaction types to the Interaction Center WebClient channel defined in Customizing. For example, you can create follow-up activities from the Interaction Record and you can also view a list of existing planned activities that link you to the Interaction Record in the Account Overview. Depending on where you create a follow-up activity in the Interaction Center WebClient, it is displayed in different areas of the application.

  • If a follow-up activity is created in the Interaction Record, the activity is visible in the Activity Clipboard.

  • If a follow-up activity is created for a service ticket, service order or complaint, the activity appears in the business context.

  • If a follow-up activity is created for a case, it appears in the case's Linked Objects.

Prerequisites

  • You have maintained the copying control for the business transactions in Customizing for Customer Relationship Management by choosing   Transactions   Basic Settings   Copying Control for Business Transactions   Define Copying Control for Transaction Types  .

  • You have assigned follow-up transaction types to specific channels in Customizing for Customer Relationship Management by choosing   Transactions   Basic Settings   Define Transaction Types  . For the specific transaction type, under Channel select the channel type you want to assign.

Features

Agents can create follow-up activities for the following IC business transactions:

  • Interaction record

  • Service tickets

  • Service orders

  • Complaints

  • Cases

The following functions are available in follow-up activities:

  • Selecting the transaction type for follow-up, for example phone call or e-mail

  • Creating notes, report information, preparation information, business partner information, correspondence or internal notes. You can also create these note types in different languages, as well as import your note information from the Scratch Pad.

  • Maintaining the business partner for the follow-up activity

  • Scheduling dates for the transaction

  • Setting the interaction reason

  • Displaying the Notes History if there have been previous notes entered.