Accessing Media-Specific Functions from the CIC Action Box 

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 Customer 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 Customer 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 Customer Interaction Center.

Prerequisites

You want to be able to access transactions in SAP Media in the action box 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 Customer 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 Media:

Activity	IMG path
Assign components to framework	Customer Service ® Customer Interaction Center (CIC) ® Definition of Front Office Framework ® [...] ® Assignment of Visible Components to Framework IDs ® Assignment of Hidden Components to Framework IDs
Define configuration profile for action box	Customer Service ® Customer Interaction Center (CIC) ® Component Configuration ® Action Box Settings ® Define Configuration Profiles for Action Box
Assign CIC profile to configuration profile	Customer Service ® Customer Interaction Center (CIC) ® CIC Profile ® Maintain CIC Profile

 

       1.      Assignment of visible components to framework IDs

In this step, you assign the visible components for the action box to the framework.

To do this, select the desired framework ID and assign the component ID ABOX_SLIM to slot 4. If required, you can assign the component ID 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.

       2.      Assignment of hidden components to framework IDs

In this step, you assign the hidden components for the action box to the framework.

To do this, select the desired framework ID and enter the component ID HIDDEN_ABOX 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.

       3.      Define configuration profiles 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 standard settings for the action box are delivered in the configuration profile AB_STD_1 in the reference client of SAP Media. 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 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.      Maintain CIC profile

The CIC profile is a composite profile that contains all the settings for the visible and hidden components in a framework.

                            a.      To create a CIC 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 CIC profile with the profile type ACTION_BOX_CONFIGURATION_SLIM and the configuration profile you created in step three.

The standard profile is the CIC profile 00000001. If you do not assign an agent a CIC profile in Organizational Management, the standard profile is used automatically.

                            b.      Once you have defined the CIC profiles, assign them to an organizational unit or position in HR Organizational Management. The assignment is made using the infotype CIC Profile.

Result

Once you have made all the settings, the SAP Media transactions can be accessed in the action box in the Customer Interaction Center.