Workflow for Follow-Up After Creation of Business Partner Contact and Outage Message
When a customer of a utility company creates a new message (business partner contact) 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) BCONT_UMC
in the SAP Business Object Repository (transaction SWO1) for the business partner contact. This business object can be easily used to do the following:
Triggering a workflow
Appending a new line of text of any text type to the note of the business partner contact
Adding the workflow item link to the activities clipboard of the business partner contact
An example follow-up workflow template used after a new business partner contact 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 that are defined by Customizing
Retrieving input parameters into the workflow
Adding detailed information to the internal notes of the business partner contact
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 Business Partner Contact or Outage Message and Example Workflow for Follow-Up After Creation of New Business Partner Contact or Outage Message.