Triggering Alert modeler for custom event

Alerts are text/links displayed in the Context area of Interaction center screen to assist the IC Agent. Alerts in the CRM WebClient user interface that use system information to provide agents with information they may need during customer interactions.

Alerts are displayed at the centre portion of the context area.Alerts with links can trigger navigation within interaction center screens, Trigger events.Alerts are displayed at the centre portion of the context area.


Steps:

-> Create custom event in SPRO

-> Create Alert in IC_MANAGER role

-> Create Rule Policy in IC_MANAGER role

-> Raise custom event in Component

Create custom event in SPRO

Open SPRO->Customer Relationship Management->Interaction Center WebClient->Intent-Driven Interactions-> Define Events in Repository

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Create a custom event ZBPID under Events Application CRM_IC_EVENT by clicking New Entries.

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Assign parameter to custom event in Event Parameters.

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Create Alert in IC_MANAGER role


  Alerts can be accessed from any Manager Business roles. Open business role IC_MANAGER for creating an alert. Navigate to Process Modeling in the Navigation bar, open Alerts.

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Enter Alert ID, Description, Navigation object – where the alert to be triggered in IC

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Five types of Attributes are listed. For our scenario, select Event and get the custom attribute created in SPRO to include data dynamically.

Insert the attribute with text ‘BP from Country CA’.

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Create Rule Policy in IC_MANAGER role

To create Rule for triggering alert, open Rule policies in Process Modeling.

• The rule modeler is an application used to create, modify, and administer policies and rules that are used for the handling and evaluation of all incoming e-mails in the E-Mail Response Management System (ERMS).

• The rule modeler can be used by more than one application by using its own separate context. Rules and policies defined in each context are completely independent of each other.

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Click on New to create a Rule policy and choose Intent Driven Interaction. Give a name to Rule Policy and choose Rule policy to add IC_AGENT in business roles by clicking Add entry.

Business role IC_AGENT is added then this alert will be shown to the agents who are logging in using the Business Role IC_AGENT. i.e. By adding business roles, the alert with the following rule will be triggered only in the mentioned roles.

And add our created custom event in the IC Events block of the Rule policy then the alert will be shown when the custom event is raised.


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  By clicking Subnode, create a Rule Folder. Select the Rule folder and click on Subnode to create a rule under the selected folder.

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Assign Conditions and Actions to created Rule.

Condition as Current event equals ZBPID ( created custom event ). And Action from the dropdown as Triggering alert – Alert_BPID.


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  Check the Draft Rules which will show if there is any error in the rules and if none of them are there then release the Draft rules and Save.

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Rules has been released for triggering alert whenever the custom event raised.


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Raise Custom event in Component


Open component ICCMP_BP_DETAIL for raising custom component when confirming a BP in IC.

Enhance the component by giving Enhancement set name and Application name. Enhance the view which has event BP Confirm.

Redefine the Confirm method to raise custom event and add the below code.


Get the current country name of BP. If Country equals Canada, fetch the current BP id from node.

Set the custom event name and add parameter BP number as ID.


Raise the custom event with current BP ID.

  Custom data can be passed in the parameters of the event while invoking the event using classes CL_CRM_IC_EVENT_SRV & CL_CRM_IC_EVENT

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Custom event will be raised in IC_AGENT as mentioned in Rule policy. Open IC_AGENT role.

In Account Identification page, give Country as ‘CA’ and search Account.


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  Select an account from the result.

  Click on Confirm button to Confirm the selected account.

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Alert is triggered in the context area by raising the cutom event.

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4 Comments

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  1. Devashish Bhattacharya

    Hi Abi S,

    Nice document. However I think there is a slight mistake regarding custom event name.

    As you have mentioned it to be ZBPID, I think when you are calling it in custom component it should be of the same name and not ZBPCountry’.

    Please correct me if I am wrong.

    Thanks,

    Devashish

    (0) 

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