Create and Process Follow Ups 

Use

During activity processing, you can create a follow-up activity in the Follow Up area. You can enter a reason for the follow-up activity and specify a processor. You can also enter additional information about the follow up in the description field. If you choose Forward, the activity is displayed as an item in the agent inbox of the processor you specified.

You can also forward follow ups to persons outside of the EIC. That is, you can forward follow ups to colleagues who are not EIC agents.

Integration

Follow ups are processed using a workflow. Therefore, if you want to implement follow ups, you must first edit the workflow template, activate event type linkage, and assign the individual EIC agents. For more information, see the Implementation Guide (IMG) for the Employee Interaction Center (EIC) under Interaction Center Web-Client ®Application Functions ® Activities ® Workflow: Follow Up Activity. You can make all the necessary settings in this activity.

The standard SAP system includes the workflow WS17900318 (EIC Follow Up). The related task is TS17900068 (Process Follow Up).

Features

The processors to whom you want to forward a follow up must have been defined in Customizing for the EIC. For more information, see the Implementation Guide (IMG) for the EIC under Interaction Center Web-Client ® Application Functions ® Basic Settings ®Define Processors.

In Customizing you also define the various reasons for the follow up. For more information, see the Implementation Guide (IMG) of the EIC under Interaction Center Web-Client ® Application Functions ® Activity ® Define Follow-Up Activities.

One follow up is permitted for each activity. Therefore, you can only create a new follow up after the first follow up has been completed.