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Function documentationFollow-Up in the Interaction Center WebClient

 

Note Note

The following information applies only if you have chosen to use the IC-specific business transactions rather than the standard CRM business transactions. For more information, see Specifics for Interaction Center: Business Transactions.

End of the note.

You can create follow-up transactions, which can be interactions or tasks, with reference to the current interaction record. If a customer wants to place a service order, for example, the agent can schedule a call for the following week to ask if the customer was satisfied with the service. This is not limited to activities. Any transaction type can be defined as follow-up transaction type, for example, a service order, or a sales order.

The list of permitted follow-up transactions is controlled by assigning transaction types to the Interaction Center WebClient channel defined in Customizing. For example, you can create follow-up activities from the interaction record and you can also view a list of existing planned activities that link you to the Interaction Record in the Account Overview. Depending on where you create a follow-up activity in the Interaction Center WebClient, it is displayed in different areas of the application.

  • If a follow-up activity is created in the Interaction Record, the activity is visible in the Activity Clipboard.

  • If a follow-up activity is created for a service ticket, service order or complaint, the activity appears in the business context.

  • If a follow-up activity is created for a case, it appears in the case's Linked Objects.

Prerequisites

  • You have maintained the copying control for the business transactions in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Copying Control for Business Transactions Next navigation step Define Copying Control for Transaction Types End of the navigation path.

  • You have assigned follow-up transaction types to specific channels in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Transaction Types End of the navigation path. For the specific transaction type, under Channel, select the channel type you want to assign.

Features

Agents can create follow-up activities for the following IC business transactions:

  • Interaction record

  • Service tickets

  • Service orders

  • Complaints

  • Cases

The following functions are available in follow-up activities:

  • Selecting the transaction type for follow-up, for example phone call or e-mail

  • Creating notes, report information, preparation information, business partner information, correspondence or internal notes. You can also create these note types in different languages, as well as import your note information from the scratch pad.

  • Maintaining the business partner for the follow-up activity

  • Scheduling dates for the transaction

  • Setting the interaction reason

  • Displaying the Notes History if there have been previous notes entered.