Enabling Events for Real-Time Offer Management 

Use

Real-Time Offer Management allows Interaction Center (IC) agents to recommend offers to their customers. In order for the Interaction Center (IC) to receive these offers, you must set up new rule policies to enable the relevant events.

Prerequisites

You have made the necessary settings for Real-Time Offer Management in Customizing for SAP CRM.

Procedure

For events to be sent from the Interaction Center to the Real-Time Decisioning Engine, you must create four new rule policies.

To create each rule policy, follow these steps:

       1.      In the Interaction Center Manager role, choose Process Modelingand click Rule Policies.

       2.      On the Rule Policies page, click New.

       3.      Select the context Intent Driven Interaction (IC WebClient).

       4.      Enter a name for the rule policy.

You could, for example, choose to name the rule policies RTD_BPConfirmed, RTD_BTCreated, RTD_BTDataEntered and RTD_ObjectConfirmed. These names are used below to explain the configuration of each rule policy.

       5.      Under Policy, select the top node with the name of your new rule policy.

       6.      Enter the relevant business role and the IC event listed below for each of the four new rule policies.

       7.      Click Save.

       8.      Under Policy, select the node for Draft Rules and click New.

       9.      Enter a name and description for the rule folder and click Save.

   10.      Click New.

   11.      Under Conditions, click Add Entry.

   12.      Enter the if statement listed below.

   13.      Under Actions, click Add Entry.

   14.      Enter the then statement listed below and click Save.

Use the following details to create each of the four rule policies:

RTD_BPConfirmed

·        IC Event: BPConfirmed

·        Rule: If Current Event Equals Business Partner Confirmed Then RTD Engine Event: Start of Session

RTD_BTCreated

·        IC Event: BTCreated

·        Rule: If Current Event Equals Business Transaction Created Then RTD Engine Event: Business Trans. Created

RTD_BTDataEntered

·        IC Events: BDCCurrentOneOrderChanged, CategoryChanged, and  OrderSaved

·        Rules:

¡        If Current Event Equals Current One Order Changed Then RTD Engine Event: Data Entered in BT

¡        If Current Event Equals Order was Saved Then RTD Engine Event: Data Entered in BT

¡        If Current Event Equals Category Changed Then RTD Engine Event: Data Entered in BT

RTD_ObjectConfirmed

·        IC Events: IObjectConfirmed and IbaseConfirmed

·        Rules:

¡        If Current Event Equals Ibase Confirmed Then RTD Engine Event: Ibase Confirmed

¡        If Current Event Equals Individual Object Confirmed Then RTD Engine Event: Object Confirmed