1. Implementing Service Center with the Classic User Experience
  2. Overview of Interactions

Overview of Interactions

An interaction is recorded when a communication occurs with customer contacts by means of any communication channel such as email, or phone, or chat.

Web isn't a ready-to-use supported channel for Interactions. Currently, there is limited support for custom objects and channels.

Interactions help you track inbound and outbound communications with your users across any channel. An interaction is typically created for each outbound and inbound communication. An outbound communication is initiated by a company employee such as a salesperson by a phone call, or marketing manager by means of an email. An inbound communication is initiated by a prospect or contact by means of inbound phone call or email.

An interaction tracks whether a communication happened, the channel used for communicating, and any associated business objects that were created or edited during that communication. You can use the Interaction History view to access past wrap up records.

Interactions help track the following ready to use attributes:

  • Contact

  • Account

  • Channel

  • Start Time

  • End Time

  • Resource

  • Duration

  • Direction

  • Associated Business Objects

  • Parent Interactions

An interaction can be associated to the following objects:
  • Account
  • Contact
  • Service Request
  • Activity
  • Work Order
  • Lead
  • Opportunity

In the Fusion Service Classic UI, the interaction history view subtabThe Interaction History view subtab displays for the following objects by default: Service Request, Account, and Contact objects.

The View Interactions privilege (SVC_VIEW_INTERACTIONS_PRIV) is required for users to view interactions. This privilege is available by default to the Sales and Service Representative, Manager and Administrator roles.

To display the Service Request subtab under the Account and Contact details pages, the implementation status of the Service offering must be Implemented.

If you need to check your implementation status, here's how you do it:

  1. In the Setup and Maintenance work area, go to the following:
    • Offering: Service

  2. Click Actions > Edit Implementation Status.

  3. In the Edit Implementation Status: Service dialog box, select the Implemented option.
  4. Click Done.

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