The wrap-up list functionality in SAP CRM 2006s allows interaction center agents to confirm that they have met all the objectives for a given call by providing a list of items that the agent should discuss with the customer. The agent can call the wrap-up list any time during the interaction. For example, imagine that the interaction center manager has set the following rules for the interaction center agents:

• Agents should up-sell a certain product, depending on what product the customer wants to service
  
  
• Agents should verify the customer address with the customer
  
  
• Both the up-sell and the customer address should be shown in the wrap-up list before the agent closes the call

You can create a wrap-up list to check that the agent has carried out these activities before ending the call. The logic to display the wrap-up list is based on the intent-driven interaction functionality. This allows you to use an Interaction Center (IC) WebClient button as an event in a rule framework to evaluate if the system should execute the wrap-up list.

In addition to adding products to the wrap-up list, you can add objects, such as the confirmed business partner for the customer. I’ll describe the functionality achieved with the wrap-up list as well as the configuration necessary to get the wrap-up list functionality to work. The configuration is based on business roles, a concept introduced with SAP CRM 2006s.

What the Wrap-Up List Does

Different events occur during an interaction, such as identifying the account or creating a service ticket. These events can trigger items to add to the wrap-up list. For example, when an agent discusses a customer’s Installed Base (IBase) — products customers have installed at their sites — that involves the Notebook 15 (HT- 1010), then the IC agent should propose an up-sell to the Professional Notebook (HT-1011) because this is a newer, more powerful version of Notebook 15. This up-sell is part of the company’s business rule to always try to up-sell better products to the customer.

You can use the wrap-up list functionality to send a reminder of this to the agent in an alert, as shown in Figure 1. The message stays in the header of the record. The IC agent can click on this message or click on the Wrap-Up List link in the left navigation bar to view the details of the alert. You can also set up the wrap-up list so that it appears when an agent clicks on a particular button. From the alert, the agent can click on a link to prompt the system to create a sales order with the predefined product Professional Notebook HT-1011.

Figure 1

An alert appears after agent confirms the IBase

Intent-Driven Interaction Rule Overview

The settings for the wrap-up list are based on the business rules around the intent-driven interaction design, which is very similar to the E-Mail Response Management System (ERMS) concept. An IC Manager role (available in SAP CRM 2006s) creates and maintains rule policies. One or more IC agent roles then use these rules. Creating and maintaining the rules is maintenance, rather than configuration. However, your CRM functionalist needs to perform some configuration before the IC manager can use the rules.

The IC Manager selects Process Modeling from the menu on the left side of the screen and clicks on Rule policies. In the screen that appears, the IC Manager selects Intent Driven Interaction (IC WebClient) for the Context field. The Result List shows the list of available rule policies. For this example, I selected the rule policy Z_IC_SAPPHIRE to see its details (Figure 2). I will describe how to set up a rule in the next section — for now, let’s have a look at the rule used in this scenario.

Figure 2

The initial screen in which you create and search for rule policies

When you select a rule policy, the screen in Figure 3 appears. First, you need to create a condition, which means “if this happens.” In my example, the condition is “If an IBase is confirmed.” In intent-driven interaction rule setup, the first part of the rule must be based on a current event, which in my example is confirming an IBase. The system can then evaluate the rule for additional conditions, such as “And the product in the IBase is Notebook 15 (HT-1010).”

Figure 3

The Preview section summarizes the rule details

After you set the conditions, you need to tell the system what action to take if the conditions are true. The action tells the system “then do this.” In my example, the action is to post an alert text for the IC agent after five seconds and to add the product HT-1011 to the wrap-up list. Also, if the agent clicks on the HT-1011 entry in the wrap-up list, the system should create a sales order that appears in the agent’s screen. In addition to the logic, the Preview section in Figure 3 summarizes the settings to make it easier for the agent to read.

Define the Business Role and Event

To show you how to create a new event that adds an alert to the wrap-up list, I’ll use the example of an employee interaction center. In this scenario, I want to make sure that all employees verify their address details. In SAP CRM 2006s, all roles are based on the business role, which replaces the IC WebClient profile from previous versions but is configured in a similar way. For more details about the new user interface (UI), refer to the article “CRM 2006s: Where to Start?” by Katrina Burke (Volume 3, Number 8).

Step 1. Define the business role. The business role that needs to use the wrap-up list functionality must have access to the wrap-up list. For my example, I use the business role EIC test role. In this scenario, I want to add a Wrap-Up List option to the navigation bar on the left side of the screen, as shown in Figure 1.

To do this I need to add the work center (a screen area in which the user can work) for the wrap-up list to my navigation bar profile and make sure that it’s active for my business role. The work center for the wrap-up list has the technical name IC_PWP (Figure 4). You access the work center by clicking on the Wrap-Up list link or by clicking on an alert that takes you to the wrap-up list.

Figure 4

Configuration for the business role with the Wrap-Up List work center highlighted

Make sure that a check mark does not appear in the Not Active column for IC_PWP. It is important to note that the work centers are dependent on the navigation bar profile linked to the business role. The configuration (setup of the system, most often done by consultants or skilled users) for business roles is available through transaction /NSPRO. Click on SAP Implementation Guide and follow menu path Customer Relationship Management>Interaction Center WebClient>Define Business Roles.

Step 2. Define the event that occurs when the user invokes the rule. The first event I will listen to (a term that means to activate as an event that is relevant for the rule framework) is the Confirm Employee button in the employee interaction center. It is easier to define an event to listen to in SAP CRM 2006s compared to what you do in SAP CRM 2005, as described in the article “What to Do When You Need an Alert and the Event Doesn’t Exist” (Volume 3, Number 7). To set up the functionality, you’ll need the assistance of a person with configuration skills to configure the event that you use in the business rule that creates the wrap-up list.

In my example, I’d like the wrap-up list to appear when the interaction center agent clicks on the Confirm Employee button. Use the standard role Employee (employee interaction center) for your user. The Confirm Employee button appears near the top of the screen. While hovering over the Confirm Employee button, press F2 to view the technical details, as shown in Figure 5. The details in this screen allow you to define your new event.

Figure 5

Technical information for the Confirm Employee button

The next step is to set up the Confirm Employee details as a new event in SAP CRM. In the CRM SAPGUI, use transaction /NSPRO, click on SAP Implementation Guide, and follow menu path Customer Relationship Management>Interaction Center WebClient>Additional Functions>Intent-Driven Interactions>Define Events in Repository. In this screen select the default event application CRM_IC_EVENT. Double-click on the Events folder and click on the New Entries button.

Figure 6 shows the screen that appears. Enter the information you found in the Technical Information screen in Figure 5. For example, the Component should be ICCMP_EMP_DETL. For these entries, press F4 instead of F2 for each field to select the entries items from a list. The entries shown using F2 may miss the .HTM extension.

Figure 6

Add the event details from the information in Figure 5

The Event ID is your own technical identifier for the event ID, which starts with a Y or Z. I use ZEmployee_confirmed in my example. The Description defines what the event is, such as Employee confirmed. The Component and View fields are the same as the Component and View shown in Figure 5. The UI Event is the same as the Context Node in Figure 5. The configuration for the event is now complete, so next I need to set up the business rule to add items to the wrap-up list based on the Confirm Employee event.

Create an Alert

First I must create an alert so that I can use it later in an intent-driven interaction rule. After creating the alert, I then go to the business rule setup to make sure that the new event I created in the previous section triggers this alert. Log on to the system with a role that has access to the rule modeler, such as the IC Manager role. Click on Alert Editor, and then click on New.

In the screen that appears, provide a name for the alert, such as ZEIC. Enter text for a Description and a Message (Figure 7). In this example, I want to display the name of the user and then the text “please confirm your details in our system” as a reminder to the interaction center agent.

Figure 7

Enter the details of the alert

The fields above the Message text allow you to use information from the business content of the current IC WebClient session. The alert modeler likely contains more business content than what you may need in your session, so you need to apply some logic to the selection of attributes here. For example, if the system calls the alert from the initial Confirm Employee button, it does not make sense to try to use the business context of a vehicle because I have not selected a vehicle.

In Figure 7 I assigned the Navigation Object Type IC_PWP:B (IC WebClient – Wrap Up: Display), which links the alert to the wrap-up list. For this to work, you also must link the navigation bar profile to the business roles for this alert.

To do this go to transaction /NSPRO, click on SAP Implementation Guide, and follow menu path Customer Relationship Management>Interaction Center WebClient>Basic Functions>Define Navigation Bar Profile. Select the navigation bar profile. Then, on the left side of the screen, select Define Generic OP Mapping. Make sure that the object IC_PWP is available with the object action B Display. If it does not exist, add it by clicking on the New Entries button.

Set Up the Intent-Driven Interaction Rule and Condition

Next I want to create the intent-driven interaction rule that triggers an alert to appear when the event occurs. The target for my alert and event is the wrap-up list. The new rule links the objects in the wrap-up list together as a rule.

Log on to the system with a role that has access to the rule modeler, such as the IC Manager role. Select the context Intent Driven Interaction and click on New. In the pop-up screen that appears, give the rule a name in the Rule Policy field, such as Employee check, and click on the OK button. Provide a Description and select the top row (EMPLOYEE CHECK, in my example) row on the left side of the screen.

In the screen that appears (Figure 8), add the business role to which you want this rule set to apply (in my example, role Z_EIC) in the Business Roles section. Then add the event on which you want to base your rule (in my example, ZEmployee_confirmed) in the IC Events section. Next, on the left side of the screen, select Draft Rules and click on New in the next screen.

Figure 8

Add the business role to the rule

Enter the name of the rule folder (the folder in which you store your rules) in the Name field. In this example I named it ZEIC. Then click on New to create the new rule. In this screen, enter the rule name and description in the appropriate fields. Then enter the name of the rule folder.

In the Conditions section, click on the Add Entry option. In the screen that appears, add the event and then set the Operator and Value for it. In my example, I set the condition that the attribute Current Event is equal to the value Employee confirmed (Figure 9).

Figure 9

Set the conditions for the rule

Next, add the action, which describes what the user sees when a rule meets a certain condition. Actions can be visible, such as showing an alert, as well as invisible, such as adding an object to the wrap-up list. In the Actions section in Figure 10, enter the alert ZEIC created earlier to display it on the agent’s screen when the condition is fulfilled. Add an object to identify the employee in the Add Object to Wra… field and text, such as Employee update, to display in the wrap-up list.

Figure 10

Enter the name of the alert in the Actions screen

I also want to categorize this wrap-up list item as mandatory by selecting Yes for this field. Select No for customer required — this affects the user interface of the wrap-up list. These two entries create a text and an icon on the wrap-up list.

For the Navigation Target select Account Identification. This is the screen that the system navigates to when a user clicks on the wrap-up list link. The navigation target you set here must be available in the navigation bar. The Type of line item is another categorization for this wrap-up list entry. When you complete the settings for this rule, the settings appear in the Preview screen shown in Figure 3.

Check and Release the Draft Rules

Next, save and release the draft rules to make your new rule available. In the Policy section of the Rule Policy screen, select the Active line and click on More. Select Release Draft Rules to set the rule to Active.

Then perform a quick test. Click on the Confirm Employee button in the employee interaction center to activate the alert. If you click on the alert, the system should transfer to the wrap-up list shown in Figure 11.

Figure 11

Wrap-up list with Employee update link

In the wrap-up list, note that there is an X in the Mandatory column. This means that the agent can enter the information in the system after the employee ends the call and before ending the interaction in the system. The minus icon in the Type field shows that it’s an incomplete entry. You can configure other wrap-up types via transaction /NSPRO and follow IMG menu path SAP Implementation Guide>Customer Relationship Management>Interaction Center WebClient>Additional Functions>Intent-Driven Interactions>Define Wrap-Up Types.

Transportation of Rules

You can transport the intent-drive interaction rules by following menu path Interaction center>Email response management system>Utilities>Transport Rule policies between systems and clients. Choose to work in the Intent-Driven Interactions section. The information button in this screen describes the process. Note that if the rule refers to master data — for example, “if the customer as a product X on his IBase” — then you must manually update the rule in the desired client/system because master data is unique for each system.

Conny Dahlgren

Conny Dahlgren is a senior consultant with SAP Australia in Melbourne. He has worked with mySAP CRM since 2000, and with SAP products, including SD and MM, for more than nine years. Within mySAP CRM, Conny has experience in most areas in different roles. Currently he is a CRM solution architect for a large CRM project focusing on service and marketing.

You may contact the author at c.dahlgren@sap.com.

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