SAP Knowledge Base Article - Public

2831061 - How to Use BADI CTICustomerIndentification

Symptom

You would like to understand how BADI  CTICustomerIndentification scenario works.

Environment

SAP Cloud for Customer

Resolution

PDI Name: CTICustomerIdentification

Namespace: http://sap.com/xi/AP/FO/Activity/Global

BO: PhoneCall_Activity

This is an alternate to the Customer Search BADI.

When the Customer Search BADI is implemented, it is not possible to resume the standard search, however in this exit, it is possible to resume standard search when no caller is identified via the PDI exit.

The implementation logic of this PDI would be very similar to that of Customer Search BADI, we are also introducing another exporting parameter: CONTINUE_STANDARD_CUST_SEARCH to tell C4C whether the standard search for customer identification should be done or not.

Typically, if the PDI exit is not able to find a record from the logic written in it, it can tell C4C to do the standard search on the phone number as well.

Typical use case: PDI search logic is written to read an IVR parameter which has the contract account ID and find the customer. Maybe in some cases, the caller provided incorrect contract account ID and no result came out from the PDI logic. In this situation, the PDI could set the flag CONTINUE_STANDARD_CUST_SEARCH as true. In the standard flow, this would result in a phone number based search for the caller which could get the customer identified.

Please note: If you implement this PDI exit, the old PDI exit CustomerSearch is ignored by standard.

Keywords

KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer core applications all versions