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Create custom attributes in your Interaction Center alerts

by Molly Vaughan

October 6, 2010

by Molly Vaughan, CRM Expert

Interaction Center (IC) alert 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. Alerts are textual messages that appear in the context area of the IC. They can contain predefined text as well as variables (i.e., attributes) that are dynamically inserted at runtime. 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.

One of the most powerful features of IC alerts is their ability to include dynamic content using these FactBase attributes. While SAP delivers many standard FactBase attributes, it is sometimes necessary to create your own custom ones, and this article will show you how to do this.

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