Interaction record - change to NON-IC role view

[Former Member]

Hello!

I wanna use CEBP functions for non-ic role (Context Area, IC toolbar, automatic creation of interaction record when call...). So i customized CMS profiles, assigned it to Zsalespro role and added Account Identification and Interaction Record to navigation profile as well. But when navigating to Interaction Record - I got IC-specific view for this transaction.
But i have requirement to customize use standard Interaction record view for this purpose (with assignment blocks).
How can I customize that?
Thanks for help,

Roman

[Sigrid]

Hello,

There is no option in SAP standard to create interaction records in non IC roles. Actually, it is one of the core functions of CRM IC Webclient roles.

If you want to use IC functionality, why don't you use business roles of profile type B? Actually UIU views from Sales are integrated since CRM 7.0.

In SAP standard, there is only an option to navigate to activity view of an interaction record. For details, see

To allow navigation to the business activity view, you need to adopt the navigation bar profile of your business role. For details how to enable this link, see SAP Customizing Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Business Transaction -> Interaction Record -> Enable Navigation to Business Activity View

Best Regards,
Sigrid

[Former Member]

Sigrid, thanks for your answer!

As i can see - interaction record getting created also for Non-ic role by the same rules - when accepted call, when confirm BP etc... We are not using type B business role bcz we do telephony integration not for ic-agents, but for managers and there is no need to use type B (i'm not sure, but i believe its called something like "enable CEBP for sales professional" to make sales role enable to use telefony)

I did this customizing you mentioned, and yes, i can navigate to activity view, but only after saving transaction. The thing is - we don't want to see IC view of IR at all. If you can help me where i customize that, or where to make code changes, it would be very helpful. I think it should be connected with navigation profile, but not very familiar with that...

Best Regards,

Roman

[Sigrid]

Hi Roman,

The main difference between non-IC and IC roles is from my perspective if you want to document every interaction using an interaction record. An interaction record is marked with an anchor in the docflow, the then system can recognize if it is an interaction record and navigate to the interaction record view.

As far as I understand, you are fine all this - you just want to use a different view to create the interaction record. I do not know how to change that by custom code, I am sorry. I hope somebody else can help.

Not sure if you are aware of custom connection program https://influence.sap.com/crm2018 which allows customers to propose improvements for SAP standard. If there are other customers with similar requirements, development will review the request.

Best Regards,
Sigrid

[Former Member]

Thanks for you help, Sigrid!
Maybe someone else had similar requirements and give some inputs.