The workflow template 56800005 (UMC_IR_CRT) is an example workflow. This template is used to show how to use business object BUS5000126 to trigger a workflow for follow-up action after an interaction record is created.

The workflow has been fully integrated with SAP CRM Interaction Center 7.0 or higher. The back office agent can find the workflow work item link from the Activity Clipboard, and navigate to the work item to approve or reject the request. However, as a workflow template, no “action” is implemented after approving or rejecting the request; only the corresponding interaction record is updated accordingly.