Customer Engagement Integration Support

You can use the Customer Engagement (C1-CustomerEngagement) inbound web service to create and maintain customer contacts that represent external communication events.  The inbound web service maps an external communication’s source product and communication event type to the applicable Notification Event Type. Based on the Customer Contact Class and Customer Contact Type defined for that Notification Event Type, the web service creates a new customer contact or updates an existing contact to reflect the latest communication information. Duplicate and stale communication events are automatically identified and ignored to help keep customer contact information current. If processing cannot be completed, the communication is captured as an inbound sync request using the Customer Engagement Error business object, enabling you to review, retry, and resolve customer contact processing exceptions.

When enabled, the Customer Activity History zone retrieves the latest external communication history for the current account on demand. Retrieved communications are processed using the script that supports the Customer Engagement inbound web service and are automatically created as customer contacts, allowing customer engagement history to be displayed alongside other customer activities.

For customer contacts where the contact type's Contact Action is set to 'Record Customer Engagement', you can use the View Communication action to retrieve and view the original communication content from an external system.

This feature improves customer service by providing a consolidated view of outbound customer engagement history to support more informed customer interactions.

Steps to enable and configure

To enable and configure this feature, complete these steps:

  1. In the Communication Product Event Type Mapping extendable lookup, map each external communication product and event type combination to the applicable Notification Event Type lookup value.

  2. For each configured Notification Event Type, configure the corresponding Notification Type and Customer Contact Type. Set the Contact Action for the Customer Contact Type to Record Customer Engagement.

  3. In the Customer Engagement Integration Configuration extendable lookup, define the external system, outbound message types, and PAR link used to retrieve recent account communications and view communication content. Set the corresponding Override elements when different values are required.

  4. To retrieve recent communications in the Customer Activity History zone, set the Enable On Demand Communication Query parameter. Configure the On Demand Communication Query Interval (Minutes) parameter to control when the query runs again. Set the interval to zero to retrieve communications each time the zone loads.

Additionally, system administrators should review and determine which user groups should be granted access to one or more of these application services: 

  1. C1-CUSEGERAS (Customer Engagement Application Service)
  2. C1-CUSENGERROR (Customer Engagement Error BO)