Media-Specific Settings for Business Partner
Searches in the IC
Use
You can use the business partner search in the SAP CRM Interaction Center to search for and edit data on business partners
If you use the Interaction Center with telephony integration, you can have the system identify business partners when they call by means of the Automatic Number Identification (ANI) function and display their data in the business partner search. If you use the Interaction Center without telephony integration or the ANI function is unable to identify a telephone number definitively, you can also search for the business partner manually in the business partner search. You can use a variety of selection criteria to do this. The following media-specific attributes are available in addition to the address data for business partner searches:
Advertising Management
● Order number
● Box number
Media Sales and Distribution
● Order number
● Billing document number
● Reference number (WBZ) (DE only)
● Media product (only available if the BAdI CRM_ICWC_ISM_FILTER_BPSEARCH has been implemented)
Prerequisites
Before you can use the Media-specific search attributes in the business partner search, you must make the general settings for the Interaction Center in Customizing for SAP CRM and the specific settings for the business partner search. You must also assign the relevant IC roles to the agents who are going to work with the business partner search in the Interaction Center.
Procedure
...
1. Make the following configuration settings for the business partner search in Customizing for SAP CRM:
Activity |
Menu path |
Make settings for the business partner search |
Customer Relationship Management ｮ Interaction Center WebClient ｮ Master Data ｮ Define Account Identification Profiles |
2. Create your own account identification profile.
Field name |
Description |
User action and values |
Account ID profile |
|
ID from Z name range |
Description |
|
Your description of the profile |
Scenario |
|
B2C |
Maximum number of hits |
Restriction of data found |
100 |
Partner category |
(Person, organization, group) |
|
Grouping |
Business partner grouping to be used |
|
Class name |
|
CL_CRM_IUMD_IC_CONTEXTAREA |
Auto continue |
Definition of channels that can be used to display business partners directly that have been identified automatically |
|
Object components |
Assignment of specific search component |
ISM_BP_IDENT |
3. To assign the media-specific search component to the role profile, make the following settings in Customizing for SAP CRM:
Activity |
Menu path |
Assign media-specific search component to role profile |
Customer Relationship Management ｮ Interaction Center WebClient ｮ Define Business Role |
4. Select the user role you defined and choose the entry Assign Function Profiles from the configuration tree.
Field name |
Description |
User action and values |
Function profile ID |
Technical entry ID that represents a function in the Interaction Center (IC) WebClient. |
BPIDENT |
Profile value |
|
Account ID profile defined previously |
Result
Once you have made all the Customizing settings, you can search for business partners in the business partner search and display, change, or create business partner master data.