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Function documentationAccount Identification/Account Fact Sheet Locate this document in the navigation structure

 

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 get an overview of an account. 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.

For more information, see the business user documentation under   Tell Me About...   Interaction Center   Account Identification  .

Prerequisites

  • For information about configuring account identification, see SAP Solution Manager.

  • You have made settings for the following in Customizing for Customer Relationship Management (CRM), by choosing    Interaction Center WebClient   Master Data   Define Account Identification Profiles  :

    • Contact attached data

    • Configurable context area

    • Embedded object components

    • Search scenario

    • Search results filtered for account roles and contact person roles

    • Availability of marketing permission function

    • International address versions

    • Employee search

      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.

  • Employee Search

    You have defined employees as business partners in SAP CRM.

  • International Address Versions

    You have activated international address versions in Customizing for Customer Relationship Management (CRM), by choosing   SAP Web Application Server   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.

  • Contact Attached Data

    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 (CRM), by choosing   Interaction Center WebClient   Basic Functions   Communication Channels   Define Profiles for Contact Attached Data  .

  • Embedded Object Components

    You have defined the object components that you want to be displayed in the upper right area of the screen in Customizing for Customer Relationship Management (CRM), by choosing   Interaction Center WebClient   Customer-Specific System Modifications   Define Object Components  .

  • Marketing Permissions

    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  .

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 data context (BDC)

    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.

  • 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 activity clipboard and the contact attached data screen.

  • 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

    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

  • 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 the search fields that appear on the Account Identification screen.

  • 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.

  • 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.

  • Account fact sheet

    From the navigation bar, select Account Fact Sheet to get 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.

  • 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.