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