SAP CRM 7.0 EhP1: Alert and Broadcast Message Formatting

When triggering important alerts or sending emergent messages, you may want to set the format of the texts, for example red and bold, to quickly notify the agent that the calling customer is VIP and needs to be very careful during the collaboration or go to the meeting room in 5 minutes.

With SAP CRM 7.0 EhP1, it is possible to make such settings as your requirement. Please see screenshots below:

Picture 1: Alert Formatting

As shown in the highlighted red box, you can set the format of your alert texts.  It contains two parts: theme name and theme preview. In the screenshot, I selected a theme named Priority Alert, followed by the sample text with red, bold formatting with a notification icon in the beginning.

Theme is a combination of format setting like font style, font color and even the alert icon. Before you can use it, you need to define it first in Customizing from Transaction SPRO -> SAP Customizing Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Additional Functions -> Define Themes for Alerts. You can define your own theme there. Please see the screenshot blelow:

Picture 2: Alerts Theme Definition

After you select the theme from the drop-down list, you will then see the preview with the sample text “The alert will appear like this:” . It will help you check how your alert will look like.

In the example above I created an alert which is triggered when a business partner is confirmed. Below is a screenshot from agent side.

Picture 3: Alert in Agent’s screen

Customizing and setting the formatting of broadcast messages are much similar to alert. The only difference is you do not set icon for message.

To define the broadcast message theme, please go to SPRO -> SAP Customizing Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Additional Functions -> Define Themes for Broadcast Messages. You can define your own theme there. Please see the screenshot below:

Picture 4: Broadcast Messages Theme Definition

However please be aware that the color will only be appearing when a message is displayed in the pop-up window, but not in the scrolling bar.

Picture 5: Broadcast message in Agent’s screen