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Background documentationWorkflow for Internet Service Request (SAP CRM)

 

When a customer submits an internet service request (ISR) to make changes that are subject to additional checks or approval by the back office, an interaction record is created for the request. The corresponding workflow is then triggered by the interaction record.

Features

SAP Multichannel Foundation for Utilities provides a new Business Object (BO) BUS5000126 for the Interaction Record, which can be easily used for the following:

  • Triggering a workflow

  • Appending a new text line with any text type to the note of the interaction record

  • Adding the workflow item link to the activities clipboard of the interaction record

More Information

For more information, see Using Business Object BUS5000126.