What to Do When You Need an Alert and the Event Doesn’t Exist

  • by Sri Gollapudi, Hitachi Consulting
  • August 15, 2007
Find out how to create custom events to trigger alerts to specific interaction center agents dealing with special customer issues, such as ordering hazardous materials. When you complete the process, you create a hyperlinked alert that takes the agent to documents to send to the customer.
Key Concept

SAP CRM contains standard events, which are activities in the system that trigger the system to behave a certain way. For example, the standard event InteractionEnded could occur when you complete a phone call with a business partner. This event triggers an alert to an agent to perform a certain task, such as to send information to the business partner.

Every customer interaction provides an opportunity to sell, so you should provide your interaction center agents with the insight they need to cross-sell and up-sell to a customer. A timely alert may help the agents by providing information they need to turn a service call into a sales opportunity. Creating an alert for a standard event is a challenging task that requires both configuration and programming. No documentation exists for creating custom events when a standard event isn’t delivered at a specific Interaction Center (IC) WebClient interaction point, so I’ll explain how to create the custom event that you need before you can develop a custom alert.

Imagine that some of the materials that your company sells are chemicals, which are classified as hazardous materials. As a policy, your company does not ship them via air, so it might take a long time for them to arrive. Also, customers who order these chemicals must sign a legal document the first time they order them. In this case, you could set an alert for the interaction center agents to let customers know about the shipping information. The alert could also let the agent navigate to a content server, pick up the legal document, and then email it to the customer, all within IC WebClient.

The events that trigger the display of alerts are limited to those that the SAP system defines, such asBPConfirmed or InteractionEnded. More often than not, CRM implementation teams run into requirements for alerts for which no standard event exists. In this case, you need to create a custom event to trigger an alert.

I’ll walk you through the process of creating a custom event and alert when a customer, using the telesales channel, adds hazardous material PH-2810 to the ERP sales order in IC WebClient. For this example, I used SAP ERP Central Component (ECC) 6.0 and SAP CRM 2005, although the process also applies to earlier versions. Make sure that you have the necessary authorizations for remote debugging of the Business Server Page (BSP) applications.

Sri Gollapudi

Sri Gollapudi is a senior architect with Hitachi Consulting, specializing in CRM IC WebClient customization, CRM Internet Sales, CRM Middleware, and SAP Portals. He has more than 15 years of IT experience, including 10 years in SAP technologies.

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