Workflow for Follow-Up After Creation of Interaction Record
When a customer of a utility company creates a new message (interaction record) online, the new customer message may require additional actions by the back office. Therefore, SAP Multichannel Foundation for Utilities and Public Sector provides an option to trigger a follow-up workflow after a new message is created.
SAP Multichannel Foundation for Utilities and Public Sector provides a new Business Object (BO) BUS5000126
in the SAP Business Object Repository (transaction SWO1) for the interaction record, which can be easily used to do the following:
Triggering a workflow
Appending a new line of text of any text type (based on the Customizing in the SAP CRM Interaction Center) to the note of the interaction record
Adding the workflow item link to the activities clipboard of the interaction record
An example follow-up workflow template used after a new interaction record is created is also delivered to illustrate the following:
Starting a workflow with input variables and a table which contains variables name and value pairs which are defined by customizing
Retrieving input parameters into the workflow
Adding detailed information to the internal and external notes of the interaction record
Updating the interaction record status
Note
In the workflow that is delivered with SAP Multichannel Foundation for Utilities and Public Sector, the agent determination role has not been set up. Check the standard workflow procedure to set up the agent determination based on your business organization and scenario.
More Information
For more information, see Customizing for Follow-up Workflow After Creation of Interaction Record and Example Workflow for Follow-Up After Creation of Interaction Record.