Hi CRM gurus,
I'm working on SAP CRM 2007 in a service scenario with Interaction Centre.
I have to configure some alerts which have to appear to the Call Centre Agents, but I'm encountering some problems:
1) how can I configure this alert: "If the current BP has a ticket with status not equal to closed then trigger the alert with the message: "ATTENTION, THE TICKET <TICKET_NUMBER> HAS NOT BEEN CLOSED YET FOR THE BP"? I wasn't able to find the variable ticket_number (to be added in the alert message), nor the Rule condition...
2) how can I set the condition: "If the field PERSK in the BP master data = "Y2", then ..."? The attribute persk does not belong to the list ofthe available ones, how can I add and use it?
Thanks in advance,
R E W A R D P O I N T S