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Configuring the Data Environment

Use

You can use the data environment in the Customer Interaction Center in SAP Media to display and edit business partner data in a hierarchy tree. The information is structured using nodes in the hierarchy tree.

This documentation describes how you can configure the data environment so as to be able to select and display the business partner data according to your requirements. To do this, you choose the node you want to display and define the selection and presentation for its contents.

Prerequisites

You should have created a configuration profile for the data environment in Customizing for SAP Media and assigned it to a configuration profile for the navigation and application area.

Activity

IMG path

Create configuration profiles for the data environment and the navigation and application area

SAP Media ® Customer Interaction Center (CIC) ® [...]

® Define Data Environment

® Maintain Standard Settings for Navigation and Application Areas

The section Configuring the Data Environment describes how to create a configuration profile.

You should also have created a CIC profile for one or more agents in Customizing for Customer Service.

Activity	IMG path
Define CIC profiles	Customer Service ® Customer Interaction Center (CIC) ® CIC Profile ® Maintain CIC Profile

You should have assigned this CIC profile the configuration profile for the navigation and application area with the profile type DEFAULT_WORKSPACES.

Configuring the Data Environment

You make the settings for the data environment in Customizing for SAP Media:

Activity	IMG path
Make settings for data environment	SAP Media ® Customer Interaction Center (CIC) ® Define Data Environment

To configure the data environment, please proceed as follows:

...

1. Enter the name of the CIC profile in the Data environment field and the value IS-M: Data Environment for Business Partner in the Selection routine field. Then choose Change.

2. Select the node you want to modify in the Structure group box.

3. Choose one of the following display types in the Characteristics <node to be adjusted> group box:

○ Object Display in Additional Structure Organizer: A structure organizer containing the node contents is displayed in the data environment. You can list the node contents by opening the organizer. The node description and the number of entries found are also displayed beside the organizer.

○ Object Display: The node contents are not displayed in a structure organizer in the data environment. This means the contents are listed permanently.

○ Objects Not Displayed: The selected node is not displayed.

Set up the available selection criteria according to your requirements. You can use the F1 and F4 help to obtain information on the individual selection criteria.

4. If you choose Use presentation proposal in the Presentation <node to be adjusted> group box, you can copy the standard Customizing settings delivered with the SAP Media reference client. If you choose Define own presentation, you can specify your own display type.

To define your own display type, specify a value expression on the Nodes, Column 1, and Column 2 tabs for each usage type. You can either enter a text of your own or choose a value using the input help function (F4) for the value expression. In the data environment, the Nodes tab corresponds to the Object column, the Column 1 tab to the Description column, and the Column 2 tab to the Status column. A row in the column in the data environment is comprised of value expressions for the usage types Icon, Text, Supplementary text 1, and Supplementary text 2 from the corresponding tab page.

You can adjust the width and headers of the three columns according to your requirements in the Header data group box.

If you enter a text of your own in the Value expression field and the text is translation-relevant, you must select the indicator Language-dependent value expression.

Choose Conditions if you want to set restrictions for displaying a usage type with regard to your value expression. If you define one or more conditions for a usage type, the indicator Conditions exist is selected automatically. If you enter the technical name of a function module in the Function module column, the presentation is determined by the function module instead of from the presentation configuration.

5. Save the data.

...

Example

You want to display the following information on a business partner in the data environment:

● Bank details

● M/AM orders

● M/SD complaints

You copy the standard presentation proposal for the bank details and M/AM orders but define a presentation of your own for M/SD complaints. You do this as follows:

From the screen for configuring the data environment:

1. Choose the Bank details node in the Structure group box.

2. In the Characteristics Bank Details group box, choose the display type Object display in additional structure organizer.

3. Choose Use presentation proposal in the Presentation Bank Details group box.

4. Select the M/AM: Order node in the Structure group box.

5. In the Characteristics M/AM: Order group box, choose the display type Object display in additional structure organizer.

Restrict selection to a sales area by specifying a sales organization, distribution channel, and division. Since you want to display all orders and their age is to be irrelevant in selection, enter a zero in the Display maximum and Max. age (days) fields.

6. Choose Use presentation proposal in the Presentation M/AM: Order group box.

7. Select the M/SD: Complaint node in the Structure group box.

8. In the Characteristics M/SD: Complaint group box, choose the display type Object display in additional structure organizer.

Since you want to display all M/SD complaints and their age is to be irrelevant in selection, enter a zero in the Display maximum and Max. age (days) fields.

9. Choose Define own presentation in the Presentation M/SD: Complaint group box.

Delete and/or enter the following entries on the Nodes and Column 1 tabs:

○ Nodes tab:

■ Text: Replace the value in this row with the value Complaint number. Choose the value from the input help (F4).

■ Supplementary text 1: Delete the value in this row.

○ Column 1 tab

■ Text: Replace the value in this row with a text of your own, for example Reason, and select the indicator Language-dependent value expression.

■ Supplementary text: Enter the value Complaint reason.Choose the value from the input help (F4).

10. Hide all the other nodes in the data environment by selecting them one by one in the Structure group box and choosing the display type Objects not displayed in the Characteristics <selected node> group box.

11. Save the data.

Options

Provide Additional Attributes for Existing Nodes

You can extend the number of attributes offered in the input help (F4) for a node by adding additional attributes. To do this, proceed as follows:

...

1. Choose Tools ® ABAP Workbench ® Development ® Business Object Builder(transaction SWO1) in the SAP easy access menu.

2. Create a subtype of the object to which you want to add further node attributes.

3. Create the attributes you want to add to the attribute list in the input help (F4) for this subtype.

4. Enter this subtype as a delegation type of the node object.

5. Save the data.

Example

You want to be able to choose the additional attribute Order status in the input help (F4) for the node M/AM: Order.

From the initial screen of the Business Object Builder (transaction SWO1), proceed as follows:

...

1. Enter BUSISM008 as the object type and choose Subtype.

2. The dialog box for creating the subtype appears. Enter an object type and an object name for the subtype in the relevant fields and make the appropriate entries in the remaining fields. Enter J (Publishing) as the application.

3. Create the attribute with the field name STATUSK in table JHAK for the subtype.

4. Modify the program for the object type by implementing the attribute.

5. Set the release status of the attribute to Implemented and that of the object type to Released.

6. Save the data.

7. Go back to the initial screen of the Business Object Builder and delegate the delegation of object type BUSISM008 to the subtype by choosing Settings -> Delegate. To do this, choose Change and then New entries. Enter BUSISM008 as the object type, and the object type of the subtype as the delegation type. Enter the appropriate person on the Person responsible field.

8. Save the data.

The attribute Order status is available in the input help (F4) the next time you change the data environment for the object type BUSISM008.

Provide Additional Nodes

You can select nodes and attributes that are not among the nodes available in Customizing and display them in the data environment. Please proceed as follows:

...

1. In the SAP easy access menu, choose Tools ® ABAP Workbench ® Utilities ® Business Add-Ins ® Implementation (transaction SE19).

2. Create an implementation for the BAdI ISU_CIC_ENV.

3. Implement the method ADD_CHILDREN according to your requirements and the BAdI documentation.

4. Save the data.

Example

You want to add a node containing information on customer credit accounts to the data environment.

From the initial screen of the BAdI Builder (transaction SE19), please proceed as follows:

1. Enter a name for your implementation and choose Create.

2. Enter the BAdI ISU_CIC_ENV as the definition name in the dialog box.

3. Enter a short text for your implementation.

4. Save the data.

5. Implement the method ADD_CHILDREN according to the BAdI documentation, which you can access by means of the pushbutton Definition documentation.

To do this, access the editor by double clicking on the method ADD_CHILDREN on the Interface tab page.

6. Design your implementation in such a way that all the desired attributes (a maximum of three) are selected for the customer credit accounts. You can use the following frame construct:

data: ls_child type isu_badi_cic_env.

case im_cluster_type.

when '<Clustertyp des ?bergeordneten Knotens>'.

ls_child-cluster_type = ‘<Clustertyp Debitorenkreditkonto>’.

ls_child-classid = ‘BUS1010’.

ls_child-key = im_key.

…

append ls_child to ex_child_tab.

endcase.

7. Save the data.

The next time you access the data environment, it will have a node containing information on the customer credit account.

Extending the Context Menu

The context menu contains functions for editing node contents. The context menu can be accessed by clicking on node contents with the right mouse button, and generally contains entries for displaying and changing the corresponding node contents. It is also possible to create new node contents.

The functions in the context menu are based on the BOR methods for the business object assigned to the node. To include additional functions in the context menu, please proceed as follows:

...

1. Choose the IMG path SAP Media ® Customer Interaction Center (CIC) ® Define Data Environment.

Enter the name of the CIC profile in the Data environment field and the value IS-M: Data Environment for Business Partner in the Selection routine field.

2. Choose Maintain action profile. The initial screen for configuring the action box appears.

3. Create a transaction for each new entry in the context menu in the transaction group for the business object.

4. Maintain the data flow for each transaction.

Note

You can only extend the context menu for nodes that are available in Customizing.

Pflegen Sie f?r jede Transaktion den Datenfluss....

Example

You want to add the entry Create complaint to the context menu for the node M/SD: Complaint.

From the initial screen for configuring the action box, proceed as follows:

...

1. Select the transaction group 0027 and choose Transaction to add a new transaction to the transaction group.

2. Enter the transaction code in the Transaction field.

3. Enter Create complaint as the call description for the context menu in the Presentation group box. Choose the icon ICON_CREATE.

4. Enter type 1 (create) as the processing type in the Call definition group box. Select the Method radio button and enter the object type BUS2108 and the method CREATE.

Note

You can only execute a BOR method in the data environment if it is flagged as a dialog method in the Business Object Builder (transaction SWO1).

5. Choose the Standard radio button in the Parameter dialog group box and save the data.

6. Choose Back to exit maintenance of the data flow.

Note

It is not necessary to maintain the data flow in this example. However, special import parameters supplied by the data flow are required for some BOR methods. If this is the case, specify the data source of each target element listed in data flow maintenance by selecting the relevant object from the input help (F4).

The next time you start the data environment, the context menu for the node M/SD: Complaint will contain the entry Create complaint.

Result

You have defined which information is to be displayed for a business partner in the data environment. You did this by selecting or creating the nodes and attributes that are to be displayed in the hierarchy tree.

You also extended the context menu if the processing functions available for a node did not meet your requirements.