- SAP Managed Tags
Hello experts,
could someone maybe explain to me the meaning of the relationship "Incoming communication process" in an interaction. We have a follow up document, where in the tab interaction history we can see an interaction apearing twice, with two different relation types. One is "preceding document", which for me is selfexplanatory and the secodung relation type is "Incomming communication process". I don't really understand what this relationship means. I have tried recreating this myself, but I wasn't successfull. Any help would be greatly appriciated.
I have found the KBA 2378441, but I don't understand the explanation there for this relationship type.
Best regards,
Danijel
Accepted Solutions (1)
Hi, just complementing what Gehard said.
The concept behind these relations is called "Document flow"; it's how CRM do a storytelling about how things were asked to do and which sequence they were done. There are standard ones but it could also be customized.
"Incoming process relation" tells that your Service Request originates from a communication channel, you are in contact with a customer and the service was requested from that communication.
"Preceding document" pointing exactly to a BP IC Activity tells that the Service Request was created by Direct action from that interaction (customer asked explicitly for that). If customer also asked for more things that are related to that Service Request (using "Create follow-up" button on your print), you would see something different happening on new activity, "Incoming process relation" would be pointing to BP IC Activity, but Preceding document will be pointing to your Service Request instead of IC Activity.
I give below a (very) fictitious representation of how Business Transactions (rounded squares) would be linked in a complaint and re-metering of ISU (Utilities) by Preceding / Subsequent document relation (it is a binary one but that assignment block just show from the point of view of current document) and how they would hook up into "Incoming process relation".
I'm not telling that is standard behavior, neither that the business process is exactly like that, but that is a possible way to model around Document Flow. I always worked on CRM that already have customizations in place, and also more than three years have passed that I haven't touched in Interaction Center / ISU process (it's very likely that I will receive some menacing calls in next weeks from my fellow ISU-zus people to revoke that from my portfolio).
Continuous arrows tells about how things have happened on system (as "Follow-up" documents) and dashed ones were modeled to tell that they were related to a direct request from a customer (Interaction Record).
The story was a call from a customer about wrong metering read, Front-Office (person on call with customer) registered that as a complaint and as a action did two things (follow-ups). Dispatched a Billing/Invoice reversal to Back-Office, and while still on-phone with customer asked for the current metering value and generated a new billing/invoice, and sent it to customer through a e-mail.
Reverse billing/invoice is not linked to Interaction Record because Back-office didn't communicated with customer, it was something totally apart from that call.
BR
Bluesky
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