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 Task-Based User Interface for Interaction Center

 

Technical Data

Technical Name of Business Function

CRM_IC_TUI

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 1 for SAP CRM 7.0

Technical Usage

CRM core (CRM-BPP)

Application Component

Interaction Center WebClient: Task-Based User Interface (CRM-IC-TUI)

Directly Dependent Business Function Requiring Activation in Addition

Not relevant

You can use this business function to integrate the sample Product Support task-based user interface (task-based UI) into the interaction center (IC). The Product Support task-based UI has been provided as an example for developing IC task-based UIs and as a basis for custom configurations, for technical consultants. For information about the necessary development activities, see the basic settings for the WebClient UI framework in SAP Solution Manager.

To integrate the sample Product Support task-based UI into the WebClient UI, you have to set up a corresponding business role. For more information, see SAP Note 1517968Information published on SAP site.

On a task-based UI, the user is guided step by step through the various activities required for completing a task, such as logging a service ticket. The sample Product Support task-based UI in the IC includes all the steps necessary to create a new customer record, register a product, log a service ticket, and complete the interaction.

Using task-based UIs in the IC allows the alignment of business processes, and results in a greater compliance with established corporate procedures. This can have a positive effect on the first-contact resolution and the quality of customer service. The average handling time, and thus the cost of service, can be reduced.

Integration

The task-based UI for the IC is based on the generic WebClient UI framework functions for developing guided activities. For more information, see Guided Activities.

Prerequisites

You have installed the following components as of the version mentioned:

Type of Component

Component

Software Component

BBPCRM 701

To access the documentation for generic WebClient UI features for guided activities, you must activate the business function UI Framework documentation (UI_FRW_1_DOCU).

For more information, see UI Framework Documentation.

Features

Available Steps on Sample Product Support Task-Based UI

  • Create Account

  • Create Object

  • Create Service Ticket:

    • Enter Header Data

    • Enter Notes

    • Check Partner Information

    • Select Categories

  • Search for Solutions

  • Chat

  • E-Mail

  • Edit Interaction Record

Navigation

The sample Product Support task-based UI can be accessed by the following methods:

  • Navigation bar link

  • Intent-driven interaction based on rules defined in the rule modeler

  • Interactive script navigation

  • Alert navigation