Rule Modeler

Interaction Center UsabilityEnhancements:Rule Modeler EnhancementsCall List Maintenance UI andEvent Enhancements

SAP Enhancement Package 1 for SAP CRM 7.0CRM Interaction Center

© 2010 SAP AG. All rights reserved. /

Objectives

At the end of this lesson, you will be able to: Outline various usability improvements in the rule modeler including the new

graphical overview of rule policies Describe call list maintenance UI features accessible with the IC Manager role Describe various Interaction Center event enhancements (conditions and

actions) in the rule modeler


1. Rule Modeler Enhancements1.1. Rule Modeler Usability Enhancements1.2. Rule Modeler Graphical Overview

2. Call List Maintenance UI2.1. Call List Search2.2. Call List Details

3. Event Enhancements2.1. Call Attached Data2.2. Call Transfer2.3. Notification of Unprocessed Inbox Items2.4. Formatting of Alert and Broadcast Messages

Agenda


Rule Modeler Enhancements

Usability Enhancements Adjustable column widths available for all possible Rule Modeler views

Search, Policy Detail, Policy Overview views

Rule Policy search results page navigation shall remember last result page accessed



Usability Enhancements Insert a new rule folder, rule, and sub-rule, at a certain position in the hierarchy

(instead of bottom of currently opened folder)

Original Rule Insert SubNode Insert At Same Level



Usability Enhancements Change in functionality: ‘Release and

Save’ selection shall replace ‘Release Draft Rules’ under ‘More’ menu for edit mode of rule policies. Release and Saveshould handle two functions: releasing, then saving, the policy.

For IDI policies, new top level rule shall default to ‘Current Event’ as value of first default condition.

Alert ID in Trigger Alert action is more user friendly.



Usability Enhancements The solution for the value field of the

"navigate to" action should retain the dropdown list, but only show the target IDs that belong to the outbound plug mapping of the NavBar profile(s) linked to the CRM business role(s) assigned to the IDI rule policy in the rule modeler.

Rule modeler search view shall include additional search criteria: Rule Folder Name Rule Name Field Created By Changed By


Rule Modeler Enhancements – Type Concept

Usability Enhancements The rule modeler and the rule engine now provide a type concept

The GreaterThan(OrEqual) and LessThan(OrEqual) operations in the IDI rule engine can base their comparison on the true type of the object, rather than guessing, whether the expression '12' < '102' is a string-based comparison (which would evaluate to true) or a number-based comparison (which would evaluate to false)

– Zip codes The IsEqual and IsNotEqual operators now would know, if '.90' is supposed to be

equal to '0.9' and '100' is supposed to be equal to '0100‘


Rule Modeler – Graphical Overview

Usability Enhancements There will be a graphical overview of rule policies available from the Policy Detail view

via ‘Show Policy Relationships’. This graphical depiction will especially be helpful when there are nested policies, i.e.

one default policy calling many other policies (via Invoke Policy action). In the example below, the default policy has four rules, two of which invoke other

policies: “Z_JOHN_ITSM” (highlighted below), and “venkat_auto”.


Rule Modeler – Graphical Overview

Usability Enhancements Therefore, when a user clicks ‘Show Policy Relationships’ (previous slide), a graphical

depiction showing the default policy invoking two additional policies will be shown. Many customers who have default policies which invoke numerous additional policies

have desired a graphical overview for a better understanding of their rule policy structures.

The graphical policies are movable and clickable for access to the respective Rule Policy detail view.



2. Call List Maintenance UI Enhancements2.1. Call List Search2.2. Call List Details


Agenda


Call List Maintenance – CRM WebClient UI

A lean version of the call list maintenance (SAPGUI transaction: CRMD_TM_CLDIST) is available in the CRM WebClient UI in the IC_MANAGER business role. The functionalities offered are as below:

Quick search Seven predefined quick searches and option to define custom quick searches

Advanced search Search criteria across various information maintained in call lists View results in tree view or table view

Creation of new call lists Creation of new call list nodes at different levels of the tree structure with minimal data

Edit existing call lists Edit general details and assignments of the call lists

Update contact persons When editing a call list, you can update the contact persons. By default, the relationship

type ‘Has contact person’ is considered. Contact persons for who the ‘Do not contact’ checkbox is selected, are not added to the list of contact persons.

View details of existing call lists View discrete details spread across call list details, execution progress (display only),

assignment, calls (display only) and business context (display only).


Call List Maintenance – CRM WebClient UI: Search


Call List Maintenance – CRM WebClient UI: Call List Specific Data



2. Call List Maintenance UI Enhancements2.1. Call List Search2.2. Call List Details


Agenda


CAD Enhancement in Interaction Center

Customer contact attached data (CAD) can be retrieved and available in alert editor and rule modeler.

Agent can see the alert containing CAD attribute triggered.

Rule policy and alert creation.


CAD Enhancement in Interaction Center Customizing

1

Create new CAD attribute and enable it for Fact Gathering by checking the flag

3

Assigning CAD profile value to the business role

2

Define CAD attribute in ERMS attribute repository


Call Transfer Enhancement

If an account was already confirmed by the first agent, it will be automatically confirmed when the call is transferred to the second IC agent. Meanwhile the alerts and events that were triggered can also be transferred. However this does not create an extra interaction record.

Rule policy: With the new event “BPCONFIRMED_TRANS” in the rule modeler, the alerts can be transferred in the call transfer scenario.

Account is automatically confirmed, and the alert is also transferred as defined in rule policy.


Notification of Unprocessed Inbox Items

For inbound e-mails from ERMS workflow, a rule policy can be created searching for “open” and “in process” e-mails for an identified account and displays as an alert showing the number of incomplete e-mails.

Agent receives an alert displaying number of incomplete e-mails.

By clicking the alert , agent can be directly navigated to Inbox view showing the incomplete e-mails.

Action when creating rule policy.


Theme: combination of color and style such as bold, italic.

Preview of the alert formatting with the selected theme.

IC Manager

Formatting of Alert and Broadcast Messages (1/2)

It is possible to set color and style of broadcast and alert message by selecting theme in the editing mode.

IC Agent

Customizing


Formatting of Alert and Broadcast Messages (2/2)

It is possible to set color and style of broadcast and alert message by selecting theme in the editing mode.

Theme selectionPreview of the formatting with the selected theme. IC Manager

IC Agent

Color displayed in pop up window.

Customizing


Lesson Summary

You should now be able to: Search for and edit a rule policy by adding a subnode in the rule policy

structure as well as a node at the same level of another node in the structure Search for rules by additional criteria like „Rule Folder Name”, “Rule Name” field, “Created By”, “Changed By”

View the graphical overview of a rule policy structure that invokes other policies Search for call lists using a quick search Create and maintain call lists in the CRM WebClient UI Explain how call attached data (CAD) can be used in the rule modeler as a

condition for alerts and other rules in the rule modeler Describe the necessary customization for CAD Explain the business case for call transfer in the Interaction Center and which

context of the rule modeler is required to make it work Describe the business case for the notification of unprocessed inbox items for

an Interaction Center agent and how it can be configured Describe the enhancements for alerts and broadcast messages and how this

will be an improvement to existing functionality for agents using the Interaction Center


No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation.Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.Oracle is a registered trademark of Oracle Corporation.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc.JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.

© 2010 SAP AG. All Rights Reserved

Rule Modeler

Documents

Transcript of Rule Modeler