Dear Champs ,
I am new to SAP CRM , i need your expert advise . My client requirement is that they want to record each single activity related to account identification. For Instance ;
1. When IC Agent will identify any account through Account Identification by entering BP No or other credential information's. They want as they will click on enter even not on Confirm option then interaction log should be created in interaction history against BP.
2. When they Confirm the account then another Interaction Log should be available in Interaction History to identify that this BP account has been confirmed.
3. After confirmation when they click on Account overview , then this activity should also available as another log in Interaction History.
As far as my knowledge is concerned , i proposed them that once you will confirm any account and Click on END option in toolbar available at top of IC Screen then this business activity will saved with date and time which we help you to identify when BP contact with you . But they feel uncomfortable and raised above mentioned requirements .
Please help out , it is highly critical.
What they want to capture is every move a user is making for which video recording the whole session is the only way which no one would want to capture.
If they want only specific events to be captured like searching the account or navigating back to account overview then you may go for a custom solution (customized only for capturing specific events) and capture only those events. If they are not ok with this then you must raise an OSS for the requirement and they will reply that it is not possible which can be shown to customer. They will believe more in SAP than you.