How to provide Activity (calender , Appointment ) in ic webui

[Former Member]

Hello All ,

I am new in interaction Channel webui my requirement is to provide Appointment in ic webui.

please help me out how to get this appointment in ic webui.

Thanks & Regards

Ahmad

[bruce_li]

Hi Ahmad,

Good morning.

Actually, you can use following standard ways to create appointment in IC WebUI.

1. click work center "interaction record", and then select your appointment or other

activities from dropdown list of “transaction type” and then click button “follow-up details”.

see following screenshot.

2. click work center "index", and then click appointment to create. see following screenshot.

You need to keep following note in mind.

1. If you encounter issue that No transaction type is available when creating a transaction or

your expected transaction type is not shown up, you need to check and follow the steps in following KBAs.

http://service.sap.com/sap/support/notes/1781481

1781481 How to ensure a transaction type is shown in follow-up popup when you create -up popup when you create follow up transactions in CRM Interaction Center

http://service.sap.com/sap/support/notes/1770103

1770103 - How to ensure that a business transaction is offered for creation in CRM IC Webclient (transaction type selection popup)

2.In IC webclient, it is not appropriate to embed search component of CRM webclient to interaction center. For example, you embed search component from salespro to IC_AGENT role.Then you create transationss from this new embed component just like what you are

doing in salespro. This is not appropriate, techincally there is no special logic implemented for the BSP component to IC webclient, so this will cause issues. This is not correct.

For example, as you know,  in IC webclient, if a dependant transaction is created,  it is required to have an interaction record as anchor and link the dependant transaction to the interaction record. Which means for example, if you create a service request from IC WebUI,

no matter if you confirmed an account or not. After you saved this serive request in IC WebUI,

an interaction record will be created automatically.

But if you embed the search view from non-IC role, for example you embeded the service request search view from servicepro role,

You will find if you create service request from this embeded search view, there will be no interaction record will be created. This is wrong.

So I highly recommend that you use the standard workcenter in IC_AGENT role to create
appointments and other dependant transactions.

Also, if you want to embed the create view from standard non-ic role, for example, you want to embed activity create view from salespro to
IC_AGENT role, I think you need to test if the interaction record scenario is working or not.

Best Regards,

Bruce

[Former Member]

Good Evening Bruc Li

Many thanks Bruce Li ,i think i will get what i you sujested  let me do if i will stuck i will ask you  again.

Thanks& Regards

Ahmad

[corrine_guan]

Hello Ahmad,

Not sure what do you mean 'provide Appointment in ic webui'. Do you mean you want to search, display or create activity in IC webUI?

From my understanding, these activities you are talking, are the same activities as in non-IC roles? For example, in business role 'salespro', there is a menu 'activities'. You are not talking about 'interaction record', right?

If my understanding is correct, you can add work center id to the IC business role. For example, work center id of 'Activities' for salespro is 'SLS-ACT', you can add this  'SLS-ACT' to the navigation bar profile which is assigned to your IC business role.

It is the same for 'Canlenar', the workcenter id is 'CT-CALENDR'.

Best Regards, Corrine

[Former Member]

Hello Corrine ,

Exactly that only what you understand i have to create  Activity (Appointment) from ic webui.

Thanks& Regards

Ahmad