How to create an alert for VIP customers

1. ALERT FOR VIP CUSTOMERS IN INTERACTION CENTER

1.1. CREATION OF A CLASS

• Go to transaction SE24 to create a new class

• Assign a description

• Assign a package and then save

• In tab “Caracts.” click in the button “Superclass”

• Assign class CL_CRM_SMF_ABSTRACT_SERVICE in the field “Superclass”. Activate and save the class

• In the tab Methods it’s necessary to redefine the method IF_CRM_SMF_SERVICE~EXECUTE

• Select the method and click the button to redefine the method.

• Upload the source code attached

method IF_CRM_SMF_SERVICE~EXECUTE.

  DATA : lv_string TYPE        string,                 “Result
         lv_fb     TYPE        string,                 “Fact Base
         lo_bdc    TYPE REF TO if_crm_ui_data_context. “Context

  TRY.
      CALL METHOD super->if_crm_smf_service~execute
        EXPORTING
          session            = session
          service_properties = service_properties.

    CATCH cx_root.
  ENDTRY.

* Context instance
  lo_bdc  = cl_crm_ui_data_context_srv=>get_instance( ).

  TRY.

      CLEAR lv_string.
     
*     Searchs for VIP flag main customer – In case true, LV_STRING = “X”     
      lv_string = lo_bdc->get_entity_attribute_as_string( path = ‘//currentCustomer/BuilFSTreasuryRel/VIP’
                                          iv_suppress_creation = abap_true ).
    CATCH CX_ROOT.
  endtry.

  if lv_string is initial.

    TRY.

*   Searchs for VIP flag in contact person – In case true, LV_STRING = “X”   
      lv_string = lo_bdc->get_entity_attribute_as_string( path = ‘//CURRENTCONTACT/BuilFSTreasuryRel/VIP’
                                          iv_suppress_creation = abap_true ).

      if lv_string = ‘X’.
*       Changes to “Y” to identify that the VIP is a contact person, not the main customer
        lv_string = ‘Y’.
      endif.
    ENDTRY.
  endif.

* Set the result
CALL METHOD me->set_fb_attr_by_id
    EXPORTING
      id    = ‘VIP’
      value = lv_string.
  DATA: fb TYPE REF TO cl_crm_smf_fact_base.

  fb = session->get_factbase( ).
  lv_fb = fb->get_factbase_as_string( ).

endmethod.

1.2. CONFIGURATION STEPS

• In IMG go to Customer Relationship Management->Interaction Center WebClient->Additional Functions->Intent-Driven Interactions->Service Manager->Define Services
• Create a new entry

• Define the service as is displayed below. Assign the class that was created early.

• In IMG go to Customer Relationship Management->Interaction Center WebClient->Additional Functions->Intent-Driven Interactions->Define Repository
• Select the context ICRULE the go to attributes

• Create a new attribute. Use the service Z_BP_FLAG_VIP created early

• Access CRM Web Client using role IC_MANAGER
• Go to Process Modeling->Alert

• Create a new alert as is displayed  below

• Go to Process Modeling->Rule Policy to create a new rule

• Assign the business role and the IC event

• Create the conditions clicking “Add Entry“.

• Select Flag VIP condition

• Create the action clicking “Add Entry“

• Select the alert created early

• Realease the rule and save

Hope this helps!

Best regards,

Caíque