CRM 7.0 Interaction Center: Enable Navigation from Interaction Record to Business Activity View in Interaction Center
In a previous blog, “CRM 7.0 Interaction Center: Replacement of IC-Specific Business Transactions with Generic CRM WebClient Business Transactions“, I unveiled SAP’s strategy for allowing customers to phase out usage of the old IC-specific business transactions, and replace them with the newer, more powerful and more flexible, CRM WebClient equivalents. As mentioned in the blog entry, beginning with CRM 7.0, SAP has changed the default-delivery customizing in the Interaction Center to make use of the new, generic CRM WebClient business transactions (the same transaction delivered with other non-IC roles like Sales Pro, Service Pro, and Marketing Pro) rather than the old IC-specific transaction such as the IC Service Ticket, IC Sales Ticket, etc. Don’t worry: the old IC-specific transactions are still available for use in the IC and can be switched back on through configuration, and that SAP will continue to support the old IC-specific business transactions during CRM 7.0; however these old IC-specific transactions will no longer be maintained and will not receive additional features or improvement (such as performance enhancements). See the SAP Note 1408382 for details.
In this update I wanted to announce one additional important piece of information. As of CRM 7.0 support package 6 (SP06), it is also now possible to enable navigation from the standard Interaction Record view to the CRM WebClient Business Activity view inside the Interaction Center. Please see SAP Note 1424852 (Interaction Record: Enable Navigation to Business Activity) for full details. Basically, a new tablink labeled Activity Details can be added to the standard Interaction Record view, allowing the user to toggle over to the Business Activity view (note: the user can return to the standard Interaction Record view via the Save and Back button in the Business Activity, the Menu, or the breadcrumb navigation tool). The Business Activity view offers more fields and assignment blocks than is available in the standard Interaction Record view, as well as additional functionality such as the Activity Journal. However, by default the Business Activity view does not include certain features available in the standard Interaction Record view such as support for multi-level categorization (though multi-level categorization can be added to any business transaction on a project basis).
In order to enable the Activity Details tablink in the standard Interaction Record of the Interaction Center, you need to manually make the following configuration changes (after first applying SAP Note 1424852 or SP06 of CRM 7.0):
1. Go to Customizing for Customer Relationship Management under Interaction Center WebClient -> Basic Functions -> Define Navigation Bar Profile.
2. Select your navigation bar profile (for example, IC Agent) and go to “Define Generic Outbound Plug Mappings”.
3. Go to the object type “BT126_INR” with the object action “Display”.
4. Change the logical link ID from IC_BT_INR to IC_BT_INRD.
5. Assign the changed navigation bar profile to your business role in Customizing for Customer Relationship Management under UI Framework -> Business Roles -> Define Business Role.
Additional Comment: Please note that the Activity Details tablink will be inactive/disabled until the user saves the Interaction Record (by e.g., pressing the Save button). After the Interaction Record has been saved, the Activity Details hyperlink will become active/enabled and the user will be able to click on it to toggle to the Business Activity view.