Creating Alerts
You can create alerts in the CRM WebClient user interface that use system information to provide agents with information they may need during customer interactions.
Note
Preconfigured alerts are not delivered. Interaction center managers define alerts in the Alert Editor
and assign them through rule policies. Alerts are created independent of any rule policy context.
Alerts can only be triggered in the Intent-Driven Interaction
context. This context allows you to automate specific interaction center functions, for example, triggering and terminating alerts, via business rules. Interaction center alerts are not relevant for
other rule policy contexts.
Integration
Depending on the alerts that you create, you can incorporate alert information from SAP NetWeaver Business Intelligence (BI) or Interaction Center (IC) WebClient functions. The alert modeler can check customer information both in the Customer Relationship Management (CRM) system and in the BI. If information is found that could affect the current interaction, agents are alerted by automatically displaying alerts.
Prerequisites
You have completed the Customizing for
Customer Relationship Management
, by choosing
Interaction Center WebClient
Additional Functions
Intent-Driven Interactions
Service Manager
Configure Alerts
.
You have completed the Customizing for
Customer Relationship Management
, by choosing Interaction Center WebClient
Additional Functions
Intent-Driven Interaction
Define Intent-Driven Interaction Profiles
.
If the alerts you are using also refer to information in SAP NetWeaver BI, you must have also set up and configured this component. For more information about configuring alerts, see SAP Solution Manager.