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 Interaction Record Quick View in Identification

 

Technical Data

Technical Name of Business Function

CRM_UT_CC_IREC_QV1

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 2 for SAP CRM 7.0

Technical Usage

CRM Core

Application Component

Utilities Industry (CRM-IU)

Required Business Function

Utilities Energy Retailer 2 (CRM_UT_ER_2)

This business function provides you with new and enhanced features that are used as part of the Interaction Records function within SAP CRM Interaction Center for Utilities.

Prerequisites

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

Type of Component

Component

Is Needed Only for the Following Features

Software Component

BBPCRM 702

  • You have activated business function Utilities Energy Retailer 2 (CRM_UT_ER_2).

  • You have made the relevant settings in Customizing for SAP Customer Relationship Management underStart of the navigation path Industry-Specific Solutions Next navigation step Utilities Industry Next navigation step Settings for User Interfaces End of the navigation path .

  • You have made the relevant settings in Customizing for SAP Utilities under the following sections:

    • Start of the navigation path Customer Service Next navigation step CRM Integration End of the navigation path

    • Start of the navigation path Customer Service Next navigation step Process Execution End of the navigation path

Features

You can now do the following with the enhanced interaction records function:

  • See the most recent interaction records on the Identification page after you have identified and confirmed an account

  • Define transaction types in the interaction history profile to display specific interactions with a customer

  • Define the desired number of interactions to be displayed using the Customizing activity Limit the Number of Results Triggered by an IC Event

  • Personalize the interaction records table by adding or removing columns to create your own custom view

  • Navigate directly to the Interaction Overview on the Account Overview page

  • Use the new Customizing parameter Show Last Interaction Records in the Define Identification Profiles Customizing activity to activate or deactivate the Interaction Records Quick View on the Identification page.

Note Note

You can also define the maximum number of interaction records to be displayed by default in theInteraction Records Quick View on the Identification page by enabling the business function CRM_UT_IC_MAX_HITS.

End of the note.

More Information

  • For more information on how to define the maximum number of interaction records to display, see the Customizing activity Limit the Number of Results Triggered by an IC Event in the Customizing forStart of the navigation path Customer Relationship Management Next navigation step Industry Specific Solutions Next navigation step Utilities Industry Next navigation step Settings for User Interfaces Next navigation step Identification End of the navigation path (use parameters BPConfirmed for IC Event Name and MixedContactQuery for Query Name).

  • For more information, see Interaction Records Quick View in Account Overview.