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Function documentationCreating 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 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.

End of the note.

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 under Start of the navigation path Interaction Center WebClient Next navigation step Additional Functions Next navigation step Intent-Driven Interactions Next navigation step Service Manager Next navigation step Configure Alerts End of the navigation path.

  • You have completed the Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Additional Functions Next navigation step Intent-Driven Interaction Next navigation step Define Intent-Driven Interaction Profiles End of the navigation path.

  • 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.

  • If you want to user user-triggered alerts, you have selected this alert type 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 Communication Processing Profiles End of the navigation path.

Features

The following types of alerts are available in the IC:

  • Real-time alerts

    With these alerts, the system continually polls the server to check for alerts.

  • User-triggered alerts

    With these alerts, the system waits until the user triggers an event to perform a server round-trip to check for alerts.

    This type of alert allows you to show alerts without using server polling and can be used with asynchronous processing. For more information, see Asynchronous Processing.

To use user-triggered alerts, you must activate the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP).

When creating alerts, you can select a theme that affects the appearance of alerts by changing, for example, the font style, font color, and the alert icon. You can also preview the theme. Once you select a theme, an example text is displayed with the theme applied.

Themes must be defined in Customizing before they are available for selection when creating an alert. You can define themes in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Additional Functions Next navigation step Define Themes for Alerts End of the navigation path.

More Information

Alerts and Messages