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Function documentationAccount Identification/Account Fact Sheet

 

IC agents can use this part of the interaction center (IC) to identify accounts in different ways, such as by name, company, or product, and to get an overview of an account. If an account does not yet exist in the system, or if it must be updated, IC agents can also create and change accounts from this screen.

Prerequisites

  • For information about configuring account identification, see SAP Solution Manager.

  • You have set up one of the following account identification profiles:

    • The standard account identification profile in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Master Data Next navigation step Define Account Identification Profiles End of the navigation path.

    • The profile that enables confirmation of multiple business partners at once in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Master Data Next navigation step Define Account Identification Profiles for Multiple Business Partners End of the navigation path.

  • In your account identification profile, you have made settings for the following:

    • Contact attached data (if you want to use this feature)

    • Configurable context area (if you want to use this feature)

    • Embedded object components

    • Search scenario

    • Search results filtered for account roles and contact person roles

    • Availability of marketing permission function

    • International address versions (if you want to use this feature)

    • Employee search (if you want to use this feature)

      You have created a profile that includes the RFC destination to establish the connection between SAP ECC for the HR data and SAP CRM for the related business partner data. This profile allows the employee search instead of the account search.

  • If you are using employee search, you have defined employees as business partners in SAP CRM.

  • If you are using international address versions, you have activated them in Customizing for Customer Relationship Management under Start of the navigation path SAP NetWeaver Next navigation step Application Server Next navigation step Basis Services Next navigation step Address Management Next navigation step International Settings Next navigation step Activate International Address Versions End of the navigation path.

    Mapping from logon language to address version is available in the default implementation of Business Add-In ADDR_LANGU_TO_VERSMAP_LANGUAGE_TO_VERSION, or an implementation exists that maps the logon language to that version.

  • If you are using contact attached data, you have mapped the contact attached data from the communication management software to account identification using an XML file.

    You have created a function profile in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Profiles for Contact Attached Data End of the navigation path.

  • If you are using the standard account identification profile, you have defined any object components that you want to be displayed in the upper right area of the screen in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Customer-Specific System Modifications Next navigation step Define Object Components End of the navigation path.

    If you are using the account identification profile for multiple business profiles, you can define object components within the search tabs you define in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Master Data Next navigation step Define Account Identification Profiles for Multiple Business Partners End of the navigation path.

  • You have defined an installed base profile in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Master Data Next navigation step Define Installed Base Profiles End of the navigation path.

  • You have defined an interaction history profile in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Master Data Next navigation step Define Interaction History Profiles End of the navigation path.

  • If you are using the briefcase, you have made the necessary setting in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Master Data Next navigation step Define Briefcase End of the navigation path.

  • If you are using the marketing permission function, you have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Master Data Next navigation step Business Partner Next navigation step Define Settings for Marketing Permissions End of the navigation path.

To use the marketing permission function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION ).

Features

  • Automatic number identification (ANI)

    If your telephony switch system has ANI, the system can identify accounts even before IC agents accept contacts.

  • Business data context (BDC)

    When IC agents confirm an account or product, the system displays all relevant information for the account or product in the activity clipboard. This information is also recorded in the BDC so that it can be reused by other functions.

    For more information, see Activity Clipboard.

  • Contact attached data

    When IC agents confirm an account, the system can incorporate contact attached data from the communication management software (CMS). This information is displayed on the contact attached data screen.

  • Configurable context area

    The context area provides background information for the current interaction. If you would like to display different account information in the context area, ask your system administrator to configure the context area accordingly.

  • Embedded object components

    If you are using the standard account identification profile, you can replace the upper right area of the Account Identification screen with your own views that enable you to search for business partner-related business objects. You can define object components so that the agent can search for:

    • Objects based on the confirmed business partner

    • Business partners based on the confirmed objects

    If you are using the account identification profile for multiple business partners, you can define object components within the search tabs you have defined.

  • International address versions

    If international address versions are activated in your system, you can use the default character set or the international character set to search for business partners (provided a character set is defined for your logon language).

    The system automatically searches in both the default character set and the international character set. For example, in Japan, agents can search for the caller's name using the furigana version of the name. As a result, all names with the same pronunciation are displayed, irrespective of the character set.

    International address versions are available for all countries for which you have maintained an international address version.

    For more information, see SAP Note 666830, Function Enhancements for International Address.

  • Search scenario

    You can customize search fields and search views that appear as tabs on the Account Identification screen. For each search, you can define the title of the tab and the type of search (for example, business partner or object component).

    You can also define the sequence of relationship types that appear in the search criteria.

  • Employee search

    You can configure your interaction center to service internal employees. IC agents can use the employee search to look up employee details such as cost center, personnel area, employee group, and employee subgroup. They can also look up telephone numbers and e-mail addresses, or, when they receive a telephone call or e-mail, the system can identify the employee by ANI or from the incoming e-mail, and display the employee's details.

  • Multiple business partners

    You can configure your interaction center so that IC agents can confirm more than one business partner at once. You can also define a list of partner functions that can be used to confirm business partners and determine the sequence in which partner functions are displayed. You can then map the partner functions of confirmed business partner to the existing partner functions in business transactions and the interaction record.

  • Filter search results for account roles and contact person roles

    You can set the system to filter search results for account searches by account roles and by contact person roles.

  • Account fact sheet

    The account fact sheet gives an overview of the confirmed account. You can personalize views of the fact sheet. For more information, see Fact Sheet in the CRM Enterprise documentation.

  • Briefcase

    You can set up a briefcase that contains a collection of briefing cards that give you an overview of relevant information, such as addresses and contacts. Each briefing card can be assigned to more than one briefcase.

  • Marketing Permissions

    The marketing permission function is available per default on the Marketing Permissions tab, under More Fields, and IC agents can create, edit, and display marketing permission items for accounts and contacts.

    If your company does not support marketing processes, you can specify in the account identification profile that the Marketing Permissions tab is hidden in the WebClient UI.

    For more information about the marketing permission function in IC, see Specifics for Interaction Center: Marketing Permission.