Enhance IC Alert Messages with Custom FactBase Attributes

  • by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP
  • Frank Bregulla, SAP Germany
  • September 27, 2010
Interaction Center (IC) alerts messages provide IC agents with real-time, context-specific information, guidance and assistance (such as notifications for open customer orders), suggested solutions, and cross-sell and up-sell offers. One of the most powerful features of IC alerts is the ability to include dynamic content using FactBase attributes, which are variables inserted into the alert at runtime based on values stored and retrieved from an XML document called the FactBase. While SAP delivers many standard FactBase attributes, it is sometimes necessary to create your own custom FactBase attributes, and this article will show you how to do this.
Key Concept

Alerts are textual messages that appear in the context area of the SAP CRM Interaction Center. Alerts can contain predefined text as well as variables (i.e., attributes) that are dynamically inserted at runtime. SAP delivers a number of out-of-the-box attributes. In some cases, attributes are mapped directly to a particular database field. Other times, attributes are based on data that has been retrieved and stored temporarily for the life of the current customer interaction in an XML document called the FactBase. SAP provides quite a few default fact-gathering services and attributes, but users can also create their own if they don’t find what they are looking for.

Working in a call center is not for the squeamish. On an average day, an agent may handle up to one hundred or more calls from customers. On average, an agent only has 180 seconds to quickly identify the problem and resolve the issue. Needless to say, anything that helps speed up the process of identifying the issue and finding the corresponding resolution is welcomed — and that’s where Interaction Center (IC) alerts come into play.

John Burton

John Burton is a director of product management at SAP and is responsible for the SAP CRM Interaction Center (including ERMS) and social CRM topic areas. John has 13 years of experience at SAP and has been involved with SAP CRM and the Interaction Center since 1999. He is also the author of Maximizing Your SAP CRM Interaction Center, available at the SAPinsider Store. John is an alumnus of the University of Michigan and Central Michigan University. John can be found on LinkedIn at www.linkedin.com/in/sapjohnburton.

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Frank Bregulla

Frank Bregulla is a technical solution architect in the consumer product industry area at SAP. He has been involved with SAP CRM since 1999 and delivers technical expertise for mobile solutions and the Interaction Center.

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