Inbox Result List

The agent inbox (inbox) result list displays the inbox search results in table or tree format and provides the functions required to process the inbox items.

Prerequisites

You have set up and configured the inbox. For more information, see Agent Inbox in the Interaction Center WebClient.
If applicable, you have configured the result toolbar in Customizing for Customer Relationship Management under Interaction Center WebClient Agent Inbox Define Inbox Toolbar Profiles .

To use the business context function, you have activated the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC).

To use the following functions, you have activated the business function IC Inbox Extensions (CRM_IC_INBOX):

Configurable result toolbar
If the business function is not activated, the result toolbar is also available, but it is not configurable.
Specific buttons that are only available for the configurable result toolbar:
- Forward
  If the business function is not activated, the forwarding function is located below the result list.
- Forward (Extended)
- Preview (Toggle)
- Reference
  If the business function is not activated, the reference function is located below the result list.
- Reference (Extended)
- Refresh
- Reset Reservation (Extended)
- Search Processing Log
For more information about the buttons, see the Features section.

To use social media integration, you have activated the business function Social Media Integration in Interaction Center (CRM_SMI_INBOX).

To use text message integration, you have activated the business function Text Message Integration In Interaction Center (CRM_SMS).

Features

Result List in Tree Format or Table Format

You can display the result list in tree format or table format:

The tree format provides context information, such as related business transactions.
The table format provides better performance, sorting and filtering functions, and the use of table charts.
You can define whether the result list is displayed in tree format or in table format as a default. You do this in Customizing for Customer Relationship Management under Interaction Center WebClient Agent Inbox Define Inbox Profiles .

The user can switch between the tree format and table format in the inbox, as required.

Maximum Number of Hits

You can define the maximum number of search results.

For more information, see Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox Define Inbox Profiles End of the navigation path .

Advanced Warning for Due Date

You can define an advanced warning for each inbox item type, with reference to the due date.

For more information, see Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox Map Item Attributes to Inbox Attributes Define Advanced Warning for Due Date End of the navigation path .

Configurable Result Toolbar

You can configure the result toolbar according to your business needs for interaction center (IC) business roles (business role profile type IC WebClient Business Role) and for other CRM core business roles (business role profile type CRM WebClient Business Role):

Result toolbar buttons
You can define the following for each button:
- Description
- Label
- Tooltip
- Icon
- Availability of button for use in IC business roles, in other business roles for CRM core, or both (providing the button function is available in the corresponding business role)
You can also add user-defined buttons.
Result toolbar profiles
You can define toolbar profiles for IC business roles and for other CRM core business roles. You can define the following for each profile:
- Which buttons are available
- Button order
- Button grouping
  You can group buttons using separators.
- Whether the label, icon, or both are displayed for the button
If you do not define toolbar profiles for your business roles, the system uses default profiles.

Available Toolbar Buttons and Corresponding Functions:

Button Description	Button Function
Complete	The statuses of the selected inbox items are set to Completed. The Complete button is only supported for the following inbox items: Work items (inbound e-mails, fax messages, and letters) Workflow work items Whether a workflow work item can be completed depends on the corresponding workflow task. Social media posts Outbound text messages
Delete	The selected inbox items are deleted. The Delete button is only supported for the following inbox items: Work items (inbound e-mails, fax messages, and letters) Social media posts
Display	The system navigates to the details page for the inbox item in the display mode: No interaction record is created. This also applies if the user switches from the display to the edit mode from the object. (For workflow work items and work items (e-mails, fax messages, letters), switching from the display mode to the edit mode is not supported.) The account is not confirmed and not published in the context area. When switching to the edit mode from the object, the system defines the user who is currently logged on as the employee responsible (according to the partner mapping in the inbox Customizing activity Map Business Transactions to Responsible Employees and Groups) and confirms the business partner. The Display button is not supported for work items (inbound e-mails, fax messages, and letters) for business roles with the profile type CRM WebClient Business Role.
Edit	The following steps are performed: The system navigates to the details page for the selected inbox item in the edit mode. The user that is currently logged on is defined as the employee responsible (according to the partner mapping in the inbox Customizing activity Map Business Transactions to Responsible Employees and Groups). No interaction record is created. The business partner is confirmed and published in the context area. If other business transactions are opened during the editing process, always the business partner of the business transaction that was most recently opened is confirmed and published in the context area. The business transaction is linked to the activity clipboard. All subsequently opened business transactions are also linked to the activity clipboard, unless the user chooses the End button. Choosing the End button clears the activity clipboard. If the user chooses Interact, all business transactions that were linked to the activity clipboard during the editing process are linked to the interaction record. Editing during an interaction If the user edits other business transactions during an interaction, the business partners for the other business transactions are not confirmed or published in the context area. The Edit button is only supported for the following inbox items: Business transactions Cases Social media posts
Forward	Defines the forwarding target (employee or group) as the employee responsible or group responsible, respectively When the user chooses the Forward button, a dropdown menu is displayed that contains the recipients that you have defined in the recipient profile for forwarding that is assigned to the inbox profile. If the recipient profile contains more than 10 entries, the 10th item of the button dropdown menu is a More entry that launches an input help. The input help contains all remaining recipients that you have defined in the recipient profile for forwarding. The forwarding function is not supported for the following inbox items: SAP ERP business transactions Outbound correspondence (outbound e-mails, fax messages, letters, and text messages) Social media posts can only be forwarded to employees.
Forward (Extended)	Defines the forwarding target (employee or group) as the employee responsible or group responsible, respectively When the user chooses the Forward button, a dropdown menu is displayed that contains the following entries (maximum of 10 entries): The recipients that you have defined in the recipient profile for forwarding that is assigned to the inbox profile The More entry that launches an input help The input help contains the remaining recipients that you have defined in the recipient profile for forwarding. The Other Employees entry that launches the employee search The Other Service Teams entry that launches the business partner search The extended forwarding function is not supported for the following inbox items: SAP ERP business transactions Outbound correspondence (outbound e-mails, fax messages, letters, and text messages) Social media posts
Interact	The following steps are performed by the system: The system navigates to the details page of the inbox item. The account and contact are confirmed and published in the context area. An interaction record is created. The user that is currently logged on is defined as the employee responsible (according to the partner mapping in the inbox Customizing activity Map Business Transactions to Responsible Employees and Groups). In the case of work items (e-mails, fax messages, letters) and workflow work items, the system navigates to the account identification where a preview of the work item or workflow work item is displayed. The Interact button is not supported for the following inbox items: Outbound correspondence (outbound e-mails, fax messages, letters, and text messages) Workflow work items The Interact button is not supported for business roles with the profile type CRM WebClient Business Role.
Link	If the user selects a second inbox item during an interaction and chooses the Link button, the second inbox item is linked to the current interaction record. The Link button is not supported for the following inbox items: Outbound correspondence (outbound e-mails, fax messages, letters, and text messages) Workflow work items The Link button is not supported for business roles with the profile type CRM WebClient Business Role.
Next Item	The system navigates to the next inbox item that is available for processing and locks the item for other users. Once the user has chosen the Next Item button, the button is deactivated until the user chooses the End button. If the Next Item button is used for outbound correspondence (outbound e-mails, fax messages, and letters), the system navigates to the next outbound correspondence item that is in process and to which the current user is assigned as the employee responsible. In this case, the outbound correspondence item is not locked for other users. The Next Item button is not supported for business roles with the profile type CRM WebClient Business Role.
Preview (Toggle)	Displays a preview of the currently selected e-mail, fax message, and letter The preview is displayed below the table chart area. The preview does not provide follow-up buttons, such as Reply and Forward.
Reference	Sets a reference to the currently selected inbox item If the user chooses the Reference button, a dropdown menu is displayed that contains the relevant entries from the activity clipboard. If the user chooses an object from the dropdown menu, the currently selected inbox item is referenced from the object (the inbox item is added to the object’s business context). Note that the Reference button only works if the BUSINESS_CONTEXT function profile is assigned to the business role. In Customizing for the business context, the following is defined: The inbox item types to which a reference can be added Only these inbox item types are available in the dropdown menu of the Reference button. Which inbox item types can be added as a reference For more information, see Customizing for Customer Relationship Management under Transactions Settings for Service Requests Define Settings for Business Context . The Reference function is not supported for outbound correspondence (outbound e-mails, fax messages, letters, and text messages) and for business roles with the profile type CRM WebClient Business Role.
Reference (Extended)	Unlike the dropdown menu for the Reference function, the dropdown menu for the Reference (Extended) function contains entries from the Recent Items. The last entry in the dropdown menu is the Other Transactions entry that launches a transaction search. Apart from this, the Reference and Reference (Extended) functions are identical. The Reference (Extended) function is not supported for outbound correspondence (outbound e-mails, fax messages, letters, and text messages) and for business roles with the profile type IC WebClient Business Role.
Refresh	The system performs the most recent search again, based on the selected search criteria or based on a quick search. The Refresh button enables the user to conduct the most recent search again without expanding the Search Criteria view and choosing the Search button, or selecting the quick search again.
Reserve	The user that is currently logged on is defined as the employee responsible (according to the partner mapping in the inbox Customizing activity Map Business Transactions to Responsible Employees and Groups). The Reserve button is not supported for outbound correspondence (outbound e-mails, fax messages, letters, and text messages)
Reset Reservation	Resets the reservation of the inbox item and removes the employee responsible Only the employee responsible assigned to the inbox item can reset the reservation of the inbox item. The Reset Reservation function is not supported for the following inbox items: SAP ERP business transactions Outbound correspondence (outbound e-mails, fax messages, letters, and text messages)
Reset Reservation (Extended)	Resets the reservation of inbox items on behalf of other users The Reset Reservation (Extended) function is not supported for the following inbox items: Outbound correspondence (outbound e-mails, fax messages, letters, and text messages) Social media posts
Separator	The separator is used to group toolbar buttons in the result toolbar profile.
Search Processing Log	Provides access to the search processing log. For more information, see Inbox Search (Search Traceability section).
Show Table View (Toggle)	Displays the result list in table format
Show Tree View (Toggle)	Displays the result list in tree format

Multiple Selection of Inbox Items

The following functions are available when multiple inbox items are selected (unless the function is generally not available for one of the selected inbox items):

Delete
Reserve
Reset Reservation
Complete
Link
Forward
Reference

The following functions are not available when multiple inbox items are selected:

Edit
Display
Interact
Preview On