Is it possible to link an incoming email to a new customer in Interaction...
Hi, we have a requirement: A new email from a non-existing customer will be received by the IC Agent and the agent will be creating a new customer in the system with the details like name and email...
View ArticleReplication of Org. Chart from ERP to CRM
Hi ,We have got a fully developed Org.chart in ERP .Currently we are on CRM 7.0 .Initially, we were replicating the Org. chart from ERP to CRM through a scheduler .Everything was working fine,for...
View ArticleCategory value is showing in FR instead of EN in Email template.
Hi All, In Service Request under Categorization we have Category 1, 2 and 3 4, 5 values here for Category 4 its showing in EN languge only and after that clicking on Email under work center. in the...
View ArticleVIN Number corresponding to BP ID in call list
Hi, I need to get the VIN Number based on the BP IDs that are present in the call list...I have added VIN Number as a value node attribute to the existing context node and I am able to see the VIN...
View ArticleIssue with SAP Rule Modeler Enhancement
Hi Experts, I Working on Rule modeler,Where I need to add one BP address street field in rule policies in condition. In Rule Modeler,in context of Service request Management,I have added attribute for...
View ArticleSystem not populating Interaction Record Number in Auto Acknowledgement
Hello,I have configured rule policy to send auto acknowledgement once a inbound email is received. System is correctly creating a Interaction Record by identifying the BP, however in the Auto...
View ArticleCRM Inbox
Good day experts, I need some guidance with regards to the Webclient inbox. My customer picked up something that I don't know how to resolve. Please see steps below. 1. Agent interacts on an incoming...
View ArticleDefault direction for Interaction Records
Hello Experts, I am looking for a way to fill the direction field (inbound contact / outbound contact) of newly created Interaction Records with a value. I am working in a constellation without any...
View Articleinbox link not visible in IC web ui for new user
Dear Expert, We have an issue in IC WEB where i have asssign business role & pfcg role to a new user ,the web ui page open with all navigation bar profile except HOME & INBOX.is there any...
View ArticleClicking END button in CRM IC WEB application,nothing happens
Hi Experts,I am facing the following problems with END button in CRM IC web application.( CRM 5.0 ) 1.Nothing happens by clicking the END button2.Sometimes the system will respond, if i click END...
View ArticleLogin box appears by working with emails
Hello Experts, we have a CRM System to use the Employee Interaction Center. The Agents tell me about a problem, for that, I can't find a solution. If they work with the System, they get a login box...
View ArticleAutomatic categorization of service request
Hello We have the scenario where , system should create service request for the incoming email . Service request category has to be automatically updated after creation. We also have categorization...
View ArticleWay to Bypass the issue of not finding a Unique BP in ERMS
Hello Everyone,Our business requirement is that we have to create an Interaction record from ERMS using service profile. It is happening but the requirement is that we want the system to create an...
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STRING_OFFSET_TOO_LARGE Exception
Hi All, When i am creating a Service Confirmation in standard IC AGENT Role, in line items i have maintained End of Work date and Time. After maintaining date and time, clicked on Back button. An...
View ArticleVariant Rule creation and action while order creation
All, Can we create some rules which are actually variant rules I mean the parameters/condition for these can be changed, Scenario is - on basis of some rule - Customer is from Delhi - while order...
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ERMS Issues in Auto Creation Functionalities and Service Manager Profiles
Hello, We have set up the ERMS functionality where the service tickets are getting created automatically when an incoming e-mail is received.We need another functionality where the Service Orders also...
View ArticleInbox/Mail functions issues with Service Pro Business role
Dear experts, I am currently facing some issues concerning the E-mails functions: When opening the receiving e-mails, it is then impossible for us to use any function on the e-mails object: For...
View ArticleQueries on ERMS Escalation E-mails
Hello, We have implemented the ERMS functionality, we plan to implement the ERMS Escalation functionality for Incoming E-mail's routed to interaction centre agent's. I have the following queries 1)...
View ArticleError Message in standard ERMS Workflow
Hi, I tried to configure ERMS. We can receive e-mails and the standard ERMS workflow is triggered but we got he following errors: - Agent determination for step '0000000004' failed - Workflow...
View ArticleWeb Chat on Interaction Center
Dear Champs, I am working first time on SAP Interaction Center therefore i do not have an extensive expertise over it . My client is willing to implement Web Chat Service at IC. I am little confuse...
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