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Function documentationActivity Clipboard

 

Interaction Center (IC) agents can use this function to view a list of the business objects involved in a current or past interaction. It is located in the Interaction Record or the navigation area.

Note Note

The activity clipboard in the interaction record visualizes past and current interactions.

The activity clipboard in the navigation area visualizes current interactions.

The objects that were created or changed during those interactions are listed including navigation links.

End of the note.

Integration

This function is integrated with:

  • Interaction Record

  • Interaction History

  • Business data context

    In the Interaction Center (IC), the activity clipboard is one view of the business data context.

Prerequisites

Depending on where you want the activity clipboard to appear, you have to make different settings in Customizing:

Activity Clipboard in the Interaction Record
  • You have made the necessary settings in Customizing to define the display of the activity clipboard so that the business partner appears in the activity clipboard list. Your system administrator can either use the default activity clipboard profile, or define which objects are relevant for linking and should appear in the activity clipboard. You do this in Customizing for Customer Relationship Management, 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.

  • Both the programming of the business object itself and your Customizing settings must be in place for a business object to appear in the activity clipboard.

Activity Clipboard in the Navigation Area

You have made additional settings in Customizing for Customer Relationship Management:

  • Define a direct link group of the type EE under Start of the navigation path UI Framework Next navigation step Technical Role Definition Next navigation step Define Navigation Bar Profile Next navigation step Define Direct Link Groups End of the navigation path.

  • Assign the direct link group to a navigation bar profile under Start of the navigation path UI Framework Next navigation step Define Navigation Bar Profile Next navigation step Define Navigation Bar Profiles Next navigation step Assign Direct Link Groups To Nav. Bar Profile End of the navigation path.

  • Assign the navigation bar profile to your business role profile under Start of the navigation path Interaction Center WebClient Next navigation step Define Business Role End of the navigation path.

Features

If a business object is accessed repeatedly, it only appears once on the activity clipboard, in the order in which it was first accessed.

  • By default the data is displayed in three columns, however, in Customizing you can choose the number of columns to be displayed with the maximum being five columns. The first column contains the name of the object or activity. Your system administrator can define what information appears in the other columns in Customizing for the activity mentioned above. By default, the Object ID and the Process Type are displayed.

  • You can use the links to navigate to objects that appear in the activity clipboard, such as leads or sales tickets.