Interaction Management in Source-to-Pay Workspace

Interactions are a centralized location for all communication channels available in Source-to-Pay Workspace. Interaction Management involves managing procurement related queries from different sources such as an email, chat, message, or SMS.

Interaction Management overview

Any procurement related assistance that a procurement specialist or a live agent provides to a shopper in the form of a call, chat, email, or SMS is recorded in an interaction record.

Also, any supplier-related assistance that a supplier manager or a live agent provides to a supplier contact in the form of a call, chat, email, or SMS is recorded in an interaction record.

For more information about Interaction Management, see .

Interaction Management activities in Source-to-Pay Workspace include:

• View interaction details in Source-to-Pay Workspace
• Create a procurement case
• Associate a record with an interaction

• View interaction details in Source-to-Pay Workspace
  View the details of an interaction record to analyze interactions and take immediate actions. Viewing an interaction record provides a comprehensive view of the customer journey. You can link an interaction record to an existing procurement case or can assign a task, which needs a procurement specialist involvement for investigation.
• Associate an interaction record with a related procurement case in Source-to-Pay Workspace
  Associate an interaction record to a procurement case if your interaction is related to an existing procurement case. You can also associate a task to an interaction record to track your actions related to the interaction.