Interaction Records Search
An interaction center agent could use various search criteria to find interaction records from all historical interaction records that are relevant to the confirmed business partner (BP). By default, the most recent interactions are displayed on top.
Features
Show default selection fields.
By default, all search criteria are hidden. Choose
Show Search Fields
to display all default selection fields.Search from certain text fields in the interaction records using the Enterprise Search function. If the Enterprise Search service is not available, the criteria for this selection field are ignored with a warning message.
For more information, see the Appendix.
Search related interaction records with a specific business agreement (BuAg).
Search interaction records that are related to a specific premise.
Search interaction records using a free text search including wildcard characters and operators.
Display details of an interaction record.
Display different number of interaction records as defined in Customizing.
Activities
You can do the following in the system:
Enter selection criteria, and then choose the
Search
pushbutton to search interaction records based on the input search criteria from all interaction records for the confirmed BP.Search related interaction records with a specific BuAg. An interaction record could be related to multiple BuAgs or unrelated to any other BuAg. The dropdown list for the selection field always includes the confirmed BuAg (when available) and all other BuAgs used by the existing interaction records.
Search interaction records that are related to a specific premise. An interaction record could be related to multiple premises or unrelated to any premise. The dropdown list for the selection field always includes the confirmed premise (when available) and all other premises used by the existing interaction records.
Search interaction records by premise address and see the premise short address in the results list.
Return desired number of interaction record search results. When you search for interaction records, only the most recent 100 results are displayed by default. To change the default number of records displayed, enter a value in the
Maximum Number of Results
field.
Appendix
The following table lists the searchable fields for the free text search using the Enterprise Search service:
Field | Field Description |
ACT_LOCATION | Location |
CATEGORY | Activity Category (Communication Type) |
CATEGORY_DESCRIPTION | Description (20 Characters) |
CLASS | Activity Class |
CONCATSTAT | Concatenated Status Description |
CONCATSTATUSER | Concatenated Status Description |
CONC_LINES | Concatenated Text Lines |
DESCRIPTION | Transaction Description |
DESCRIPTION_NAME | Short name of business partner |
DIRECTION | Direction of an Activity |
DIRECTION_DDTEXT | Short Text for Fixed Values |
DIS_CHANNEL_DESCRIPTION | Description |
DIS_CHANNEL_DISTCHAN | Distribution Channel |
DIVISION_DESCRIPTION | Description |
OBJECTIVE | Goal of an Activity |
OBJECTIVE_DESCRIPTION | Description (20 Characters) |
OBJECT_ID | Process ID |
PARTNER_NO | Partner Number |
PARTNER_NO001 | Partner Number |
PARTNER_NO002 | Partner Number |
PARTNER_NO003 | Partner Number |
PARTNER_NO004 | Partner Number |
PARTNER_NO005 | Partner Number |
PRIORITY | Activity Priority |
PRIORITY_TXT_LONG | Description |
PROCESS_TYPE CHA | Business Transaction Type |
SALES_GROUP_DESCRIPTION | Object Name |
SALES_GROUP_DESCRIPTION_S | Object Abbreviation |
SALES_OFFICE_DESCRIPTION | Object Name |
SALES_OFFICE_DESCRIPTION_S | Object Abbreviation |
SALES_ORG_DESCRIPTION | Object Name |
SALES_ORG_DESCRIPTION_S | Object Abbreviation |
SERVICE_ORG_DESCRIPTION | Object Name |
SERVICE_ORG_DESCRIPTION_S | Object Abbreviation |
TEMPLATE_TYPE | Template Type of CRM Transaction |
TEMPLATE_TYPE_DDTEXT | Short Text for Fixed Values |
Note
The text listed in the table is searchable with the Enterprise Search. However, free text search for the following selection fields is not supported:
Category 1
Category 2
Category 3
Reason
Status
More Information
For more information about Enterprise Search, see the SAP Community Network at: http://scn.sap.com/community/enterprise-search
.