Accessing Media-Specific
Functions from the Action Box in the IC
Use
The action box is a collection of shortcuts to transactions in an SAP or third-party system, which can be accessed by means of pull-down menus and icons. You can use the pull-down menus to group certain transactions, for example, for displaying, creating, and changing a certain business object. In this way, the action box enables you to process all business transactions from the interface of the Interaction Center.
In campaign management, you should configure the action box in such a way that is primarily contains a collection of shortcuts to the transactions in SAP Media, for example, for displaying, creating, and changing ad and subscription orders.
Once you have defined the data flow for the transactions, data such as the number of the ad or subscription order is transferred to the selected transaction when it is accessed in the action box. Data can also be transferred back from the transaction to the Interaction Center.
Example: transaction Create Subscription Order
When the agent selects a business partner in the business object list and chooses the transaction Create Subscription Order in the action box, the business partner data is copied into the subscription order that is being created. When the agent saves the subscription order, the system transfers the business object sales order item for newspapers and magazines back to the business object list in the Interaction Center.
Prerequisites
You want to be able to access transactions in SAP Media in the action box in SAP CRM so that the business objects that belong to the business transaction can be processed. For example, you want to create a complaint for an ad order or reverse an item in a billing document.
You must first make all the necessary Customizing settings for using the action box in the Interaction Center.
You must also assign the agents who are going to work with the action box to the positions and organizational units in HR Organizational Management.
Procedure
To configure the action box, you must make the following Customizing settings for SAP CRM:
Activity |
IMG path |
Define framework |
Customer Relationship Management ｮ Interaction Center WinClient ｮ Definition of the Front Office Framework ｮ Maintain Framework ID and Parameters |
Define logical systems and configuration profile for action box |
Customer Relationship Management ｮ Interaction Center WinClient ｮ Component Configuration ｮ Visible Components ｮ Action Box Settings ｮ [...] ｮ Maintain Logical System for Action Box Transactions ｮ Define Configuration Profile for Action Box |
Assign IC profile to configuration profile |
Customer Relationship Management ｮ Interaction Center WinClient ｮ Define IC Profile |
...
1. Maintain framework ID and parameters
In this step, you assign the visible and hidden components for the action box to the framework:
○ To assign the visible component, assign the component ID ABOX_SLIM to slot 4 of the framework. If required, you can assign the component with a variant.
Using a variant of a component allows you to deviate from the standard functions. If you develop your own components, you can use the variant to manage different functions within the component.
○ To assign the hidden component, assign the component ID HIDDEN_ABOX to the framework with a sequence number. The sequence number determines the order in which the hidden components of a framework are executed.
The hidden component must be assigned to the framework if the transactions in the action box are to be started from an HTML page or a tab page in the application area.
2. Maintain logical system for action box transactions
The action box allows you to use business objects in remote systems.
If you want to access transactions in a remote system by means of the action box, you can define the logical systems in which these business objects are located in this step. The logical system references the remote system by means of an RFC destination.
You want to create a subscription or ad order in SAP Media from the action box and the data flow between the two systems is to be supported.
3. Define configuration profile for action box
In this step, you define the configuration profiles for the action box. You specify the transactions that can be accessed from the action box in a configuration profile. You also use the profile to define the data flow from business object display to a transaction and back from the transaction to business object display.
The Media-specific settings for the action box are delivered in the configuration profile ISM_AB01 in the reference client of SAP CRM. In most cases, you can use or modify this standard profile.
You can define a configuration profile or copy and change an existing one starting on the initial screen for configuration maintenance.
The Customizing settings for a configuration profile involve the following steps:
a. Create transaction groups
Each transaction group corresponds to a pull-down menu. You can create a maximum of eight pull-down menus. You define a group key, a description, and an icon for the transaction group.
b. Create transactions
You can determine the sequence of the transactions in the transaction group by positioning the cursor. When the cursor is positioned on the group name, the transaction is inserted at the top of the group. If the cursor is positioned on a transaction, the new transaction is inserted after the selected transaction.
Enter a transaction code for each transaction. The transaction code can be used to access this action box transaction.
c. Define access parameters for the transactions
In this step, you define how the transactions are displayed in the action box and how they are accessed, for example, by a BOR method for a business object, a workflow process, a workspace, or an HTML operation.
A variety of business objects with the corresponding BOR methods are available for accessing the transactions in SAP Media. The business objects in SAP Media and their BOR methods include the following:
■ Object type BUSISM008, BOR method CREATE: Create Ad Order
■ Object type BUSISM008, BOR method ITEMLIST: Display Ad Order in the Order List in Central Access
■ Object type BUS2107001, BOR method CREATE: Create Subscription Order
■ Object type BUS2107001, BOR method FIND: Display Subscription Order in the Order List in Central Access
All the business objects and their methods available in SAP Media are displayed in the Business Object Repository (transaction SWO1).
d. Define data flow for the transactions
The data flow exports data from business object display into the transaction and from the transaction to business object display. It contains all the parameters defined in the transaction interface that are derived from a BOR method, a workflow, a workspace, or an HTML operation.
To define the data flow, enter the logical system for the business object in the Logical system field and the business object in the Data source field. Choose the value for the data source from the input help (F4) for the Data source field.
4. Define IC profile
The IC profile is a composite profile that contains all the settings for the visible and hidden components in a framework.
a. To create an IC profile, choose a framework ID and enter the profile types with the corresponding component or configuration profiles in the profile attributes. You can choose the available component or configuration profiles from the input help (F4).
Assign the action box to the IC profile with the profile type ACTION_BOX_CONFIGURATION_SLIM and the configuration profile you created in step three.
b. Once you have defined the IC profile, assign it to an organizational unit or position in HR Organizational Management. The assignment is made using the infotype IC Profile.
The standard profile is the IC profile 00000001. If you do not assign an agent an IC profile in Organizational Management, the standard profile is used automatically.
Result
Once you have made all the Customizing settings, the SAP Media transactions can be accessed in the action box in SAP CRM.