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Function documentationCreating Outbound Customer Contacts with Interaction Objects

 

With interaction objects you can create all outbound customer contacts from the channels e-mail, letter, fax, short message service (SMS), and open channel, thus providing you with a complete account contact history.

Integration

The interaction object is integrated with the contact history of activity management, account management, IC WebClient, and the business partner fact sheet.

Prerequisites

You have activated the use of interaction objects for your application and, if required, defined an application-specific name in Customizing for Customer Relationship Management (CRM), by choosing Start of the navigation path Basic Functions Next navigation step Interaction Object End of the navigation path. If you want to create follow-up documents for interaction objects, you can also define these here.

You have defined a communication medium for campaign execution with a communication method with which no activities are created (for example, e-mail without activities). In other words, no transaction type is maintained. You do this in Customizing for CRM, by choosing Start of the navigation path Marketing Next navigation step Marketing Planning and Campaign Management Next navigation step Campaign Execution Next navigation step Define Communication Medium End of the navigation path. Under Define Communication Methods and Transaction Types, leave the field Transaction Type blank.

In HTTP Service Hierarchy Maintenance (transaction SICF), you have activated the service CRM_SEND_SCREEN, to avoid being prompted again for your password. For more information, see SAP Note 429436.

Changing the Name of the Interaction Object

If the interaction object is to have a name other than campaign contact , you can enter another name in the Editor for Online Text Repository (OTR) Texts (transaction SOTR_EDIT). Enter the alias *interactionobject* in the Alias field to see all applications in which the interaction object is used. By double-clicking on the appropriate application text, the screen OTR: Change Concept appears, where you can enter the desired name in the field Text.

To display the interaction object in the activity clipboard and if you do not want to work with the DEFAULT profile, you must make the following settings in Customizing for CRM, by choosing Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Define Activity Clipboard Profiles End of the navigation path:

<object id="MktInteractionObject" wrappedObjectType=""navigationalLink="IRecGoToMktIO”>

<columns>

<activity alternativeNavigationalLink=""text="$(CRM_IC_APPL_UI_BDC/INTERACTIONOBJECT)">

</activity>

<description alternativeNavigationalLink="" attributeXPath="//DESCRIPTION">

<description alternativeNavigationalLink="" attributeXPath="//DESCRIPTION">

<moreinfo alternativeNavigationalLink ="" attributeXPath="//CATEGORY_TXT">

</moreinfo>

</columns>

<objectLinking>

<borForLinking id="BUS20004"/>

<bolAttributeForBorKey id="GUID"/>

<keyMapperClass id=""/>

</objectLinking>

</object>

Features

The interaction object can be used in the channels e-mail, SMS, fax, letter, and open channel and replaces the activity during the creation of outbound contacts. This is particularly beneficial in mass business, since it enables performance bottlenecks to be avoided. The creation of interaction objects is also possible for the open channel.

You can search for the interaction object by using the locator search in activity management, IC WebClient, business partner fact sheet, and account management. The interaction object is identified by its own icon.

The interaction object is displayed along with its administration data and the text of the outbound mail. By clicking on the organization or the recipient, you are directed to the business partner detail data. By clicking on the campaign, you navigate directly to Marketing and can display the campaign in which the outbound contact took place.

You can choose Create Follow-Up Transaction to create a follow-up transaction for this customer contact. All related documents are displayed under Document Flow.

Note Note

The interaction objects are included in the overview of Customer Interactions and Last Interactions. You can create follow-up activities in the activity clipboard. When the call is ended, these are added to the document flow.

End of the note.
Special Features in Business Partner Fact Sheet

In the business partner fact sheet, the interaction objects are displayed in the lists Completed Activities and Last 20 Activities. By clicking on the transaction number you can view the interaction object details.