C4B_CRM701_BB_ConfigGuide_EN_XX.doc

SAP CRM 7.0 EHP1

December 2011

English

CRM Interaction Center - E-Mail Settings (C4B)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM Interaction Center - E-Mail Settings (C4B) - Configuration Guide

Copyright

© 2012 SAP AG. All rights reserved.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.

Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company.

Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company.

All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

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EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.



Contents

1 Purpose............................................................................................................................. 5

2 Preparation........................................................................................................................ 5

2.1 Prerequisites............................................................................................................5

3 Configuration.....................................................................................................................5

3.1 IC Business Role.....................................................................................................5

3.1.1 Defining Outgoing E-Mail Address Group............................................................5

3.1.2 Defining Toolbar Profile.......................................................................................6

3.1.3 Creating E-Mail Templates..................................................................................7

3.1.4 Defining Standard Response Group....................................................................9

3.1.5 Defining E-Mail Profile.........................................................................................9

3.2 Agent Inbox............................................................................................................10

3.2.1 Checking Mail User...........................................................................................10

3.2.2 Assigning Standard Tasks to Communication Methods....................................11

3.2.3 Defining Receiving E-Mail Addresses................................................................12

3.2.4 Defining Receiving E-Mail Settings....................................................................12

3.2.5 Defining Reply Addresses for Automatic E-Mail Acknowledgement..................13

3.2.6 E-Mail Inbox.......................................................................................................14

3.2.6.1 Setting Up Routing for Inbound E-Mails........................................................14

3.2.6.2 Maintaining Recipient Distribution.................................................................14

3.2.6.3 Maintaining Inbound Processing...................................................................15

3.2.6.4 Maintaining E-Mail Addresses for System User............................................15

3.2.7 Defining Agent Inbox Profile..............................................................................16

3.3 E-Mail Settings.......................................................................................................17

3.3.1 Checking Workflow............................................................................................17

3.3.2 Defining Rules with Rule Modeler......................................................................17

3.3.3 Maintaining Service Manager Profile.................................................................19

3.3.4 Assigning Service Manager Profile....................................................................19

3.3.5 Setting Up Background Job for E-Mails.............................................................20



CRM Interaction Center - E-Mail Settings: Configuration Guide

1 PurposeThis configuration guide provides the information you need to set up the configuration of this building block manually.

Please be aware that the content of this guide is based on SAP CRM 7.0 EHP1 with SPS05.

2 Preparation

2.1 PrerequisitesBefore starting with the installation of this building block, please have a look at the document Quick Guide to Installing SAP Best Practices for CRM.

The building block CRM Interaction Center - E-Mail Settings contains all the necessary steps which are basic for the configuration of e-mail processing with any Interaction Center WebClient scenario for Marketing, Sales and Service.

3 Configuration

3.1 IC Business Role

3.1.1 Defining Outgoing E-Mail Address Group

Use

The purpose of this activity is to define the email address for outgoing emails in the interaction center.

PrerequisitesThe email configuration using SAPconnect has been technically set up.Ask your system administrator for details.

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Communication Channels Define Outgoing E-Mail Address Groups



2. In order to create a new outgoing e-mail address group, highlight address group Default and choose Copy As...

To get the correct domain, call transaction SCOT, and from the menu choose Settings Default Domain.

3. Maintain the following values (and keep the others unchanged):

Field name User action and values

Address Group YBP_EMAIL

Address/Number <name>@<domain> (e.g., MAILADM@<domain>)

4. Press Enter.

5. Save your settings.

6. Again highlight address group Default and choose Copy As...



Address Group YBP_EMAIL_SRV

Address/Number <name>@<domain> (e.g., SERVICE@<domain>)

8. Press Enter.


3.1.2 Defining Toolbar Profile

Use

The purpose of this activity is to define the buttons which are available to the agent when logged on to the system.



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Communication Channels Define Toolbar Profiles

2. Highlight the toolbar profile DEFAULT and choose Copy As...



Profile ID YBP_EMAIL_PROFILE

Description BP Profile with E-Mail buttons

4. Unflag all except for E-Mail Buttons.

5. Press Enter.

6. In the following dialog box choose copy all and confirm the information message.



7. Save your entries.

8. Highlight the new profile and open view E-Mail Layout Buttons with double-click.

9. Delete buttons except for End.


ResultA lean toolbar was defined removing buttons not required for this scenario.

3.1.3 Creating E-Mail Templates

UseThe purpose of this part is to describe the way to create e-mail templates. These templates are used by the agents to provide standardized answers.

PrerequisitesThe customer has provided the template texts as an answer to the questionnaire. This would then be set up in the system following the steps described below.

You are logged on to the CRM WebClient with user IC_MAN and password welcome.

Procedure1. To carry out the activity, choose the following navigation option:

SAP CRM WebClient menu Knowledge Management Search: Mail Forms

2. Choose New.

3. Enter the following values:


ID YBP_COMPLAINT

Description BP E-Mail Complaint

Attribute Context ERMS

Subject <as provided by the customer>

Mail Text <as provided by the customer>

Using the Attribute button you can insert values like the contact’s name into the text of the mail.

4. Choose Save and Back to save the new e-mail template.

5. In order to maintain a translation, open the new e-mail template and choose More -> Translate from the application toolbar.

6. Maintain the following values:


Text Element ID <select available ID>

Translate Info <select the according language>




Text Element Description DE BP E-Mail Reklamation

Text Element Description ES BP Reclamación por E-Mail

Text Element Description PT BP Reclamação por e-mail

Text Element Description ZH BP 电邮投诉

Text Element Description FR E-mail de réclamation BP

Text Element Description JA BP苦情 Eメール

Text Element Description RU BP Отправка жалобы по электронной почте

Text Element Description IT BP e-mail di reclamo

Text Element Description KO BP e-mail 불만

Text Element Description TR BP E-Posta Şikayeti

Subject <Maintain translation as provided by the customer>

Mail Text <Maintain translation as provided by the customer>

7. Choose Confirm and Back.

8. Choose New again.

9. Enter the following values:


ID YBP_TRACKING_ID

Description BP Tracking ID

Attribute Context ERMS

Subject <as provided by the customer>

Mail Text <as provided by the customer>

10. Choose Save and Back to save the new e-mail template.

11. In order to maintain a translation, open the new e-mail template and choose More -> Translate from the application toolbar.



Text Element ID <select available ID>

Translate Info <select the according language>

Text Element Description DE BP Nachverfolgungskennzeichen

Text Element Description ES BP Indicador de seguimiento

Text Element Description PT BP Código de Rastreamento

Text Element Description ZH BP 追踪标识

Text Element Description FR ID de suivi BP

Text Element Description JA BPトラッキング ID

Text Element Description RU BP ID отслеживания

Text Element Description IT BP Id tracking




Text Element Description KO BP 추적번호

Text Element Description TR BP ID İzleme

Subject <Maintain translation as provided by the customer>

Mail Text <Maintain translation as provided by the customer>

ResultTwo e-mail templates have been created as examples.

3.1.4 Defining Standard Response Group

Use

You use this customizing activity to define a standard response group with templates which can be used by agents when sending e-mails.



SAP CRM IMG menu Customer Relationship Management Interaction Center Webclient Basic Functions Communication Channels Define Standard Response Groups

2. Choose New Entries.


Std Response Group Form Name

YBP_RESP_GRP YBP_COMPLAINT

4. Choose Save.

ResultA new standard response group YBP_RESP_GRP has been created to be assigned to to the proper e-mail profile. The responses appear in a dropdown box in the e-mail screen of the interaction center agent.

3.1.5 Defining E-Mail Profile

Use

The purpose of this activity is to define the email profile for sending out emails.

Prerequisites



The email configuration using SAPconnect has been technically set up.Ask your system administrator for details.

The e-mail templates have been defined (see chapter Creating E-Mail Templates).



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Basic Functions Communication Channels Define E-Mail Profiles

2. In order to create a new e-mail profile, highlight the profile Default and choose Copy As...

When creating new data manually (not using the BC Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN).



Profile ID YBP_EMAIL

Description BP E-Mail Profile

Outgoing Addr. Group YBP_EMAIL

E-Mail Provider Agent Inbox


5. Again highlight the profile Default and choose Copy As...



Profile ID YBP_EMAIL_SRV

Description BP E-Mail Profile Service

Outgoing Addr. Group YBP_EMAIL_SRV

Reply To Address <name>@<domain> (e.g., SERVICE@<domain>)

Errors To Address <name>@<domain> (e.g., SERVICE@<domain>)

E-Mail Provider Agent Inbox

Std Response Group YBP_RESP_GRP

Tracking Text Form YBP_TRACKING_ID

Tracking Text on Reply




3.2 Agent Inbox

3.2.1 Checking Mail User

UseYou need at least one system user for sending e-mails from and receiving e-mails into the Interaction Center.If you want to distinguish within the Interaction Center organization between, for example, sales and service area, you need to create two mail users, one for each area/scenario.

You can skip this step if a mail user has already been created by the administrator.

Procedure1. Access the activity using one of the following navigation options:

Transaction code SU01

SAP CRM menu Architecture and Technology System Administration User Maintenance Users

2. Check if user MAILADM has already been created.If not, enter MAILADM in field User (for example MAILADM) and choose Create.

3. On the different tab pages maintain all mandatory fields, particularly the following data:

Field name Value

Address tab page

E-Mail <userid>@<domain>

Comm. Method RML (Remote Mail)

Logon data tab page

User Type System

Initial password e.g., welcome

Repeat password e.g., welcome

Profiles tab page

Profile S_A.SCON


3.2.2 Assigning Standard Tasks to Communication Methods

UseIn this activity, you define the standard task to communication methods.

PrerequisitesERMS is used.


Transaction code CRMC_IC_AUICOMM



SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Assign Standard Tasks to Communication Methods

2. Choose New Entries:

Object ID Comm method

207914 INT

3.2.3 Defining Receiving E-Mail Addresses

UseIn this activity, you define incoming e-mail addresses and fax numbers for the Agent Inbox.

PrerequisitesE-mail addresses have been maintained in the system.


Transaction code CRMC_IC_AUIADDR

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Define Receiving E-Mail Addresses/Fax Numbers

2. Choose New Entries and make the following entries according to your data one after another:

When creating new data manually for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after logging on to the system with the appropriate language (EN and/or DE).

Address/Number Description

<userid>@<domain>(see above chapter Checking Mail User)

MAILADM

SERVICE@<Domain> Service


To get the correct domain, call transaction SCOT, and from the menu choose Settings Default Domain.

3.2.4 Defining Receiving E-Mail Settings

Use



In this activity you define settings for the receiving e-mail addresses.

Settings include the workflow priority of the work item created, how soon items are escalated, what calendar the escalation uses to identify working times for your contact center, and whether or not an automatic reply is sent. Marketing campaign determination (using the corresponding standard task of SAP Business Workflow) is enabled by default.

PrerequisitesDepending upon which options you configure in this step, the following items may need to be maintained first:

The standard task of SAP Business Workflow (to handle automatic e-mail acknowledgement). This task must be configured to define the reply text.

Factory calendar

Time period for deadline monitoring


Transaction code CRMC_IC_AUIGNADR

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Define Receiving E-Mail/Fax Settings

2. Choose New Entries and make the following entries according to your data:


Address / Number <userid>@<domain>

Ask your system administrator for the correct e-mail addressFor testing purposes you can use the example defined (here: MAILADM@<domain>

Comm. Method INT

Workflow Priority 4 High

3. Repeat step 2 for SERVICE@<Domain>.


ResultYou have defined your receiving e-mail settings.

3.2.5 Defining Reply Addresses for Automatic E-Mail Acknowledgement

UseIn this activity you provide the reply address for automatic e-mail acknowledgements. When a customer receives an automatic acknowledgement via e-mail, this is the address that appears as the sender address.

Procedure



1. Access the activity using one of the following navigation options:

Transaction code CRMC_IC_AUI_GEN

SAP CRM IMG menu Customer Relationship Management Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Define Reply Addresses for Automatic E-Mail Acknowledgement

2. Choose Display -> Change if necessary to enter the edit mode.

3. Choose New Entries and make the following entries according to your data:


Reply Address <userid>@<domain>

Ask your system administrator for the correct e-mail addressFor testing purposes you can use the example defined (here: MAILADM@<domain>


ResultThe reply address for automatic outbound emails has been defined.

3.2.6 E-Mail Inbox

3.2.6.1 Setting Up Routing for Inbound E-Mails

Procedure1. Access the activity using the following navigation option:

SAP CRM transaction code So16

2. Choose tab page Addressing and select the address SAP Business Objects.

3. Save your entry.

3.2.6.2 Maintaining Recipient Distribution

UseThe purpose of this activity is to define a recipient determination for incoming e-mails.


Transaction code So28

SAP CRM menu Interaction Center Interaction Center WebClient Administration Agent Inbox Maintain Recipient Distribution

2. Choose Insert line.



3. In column Recipient enter the e-mail address where an e-mail can be sent to your system (for example, MAILADM@<domain>, see section Defining Receiving E-Mail Addresses).

4. Select field New recipient and choose the input help.

5. Choose SAP object instance and choose Continue.

6. In the next dialog box highlight object type ERMS2 and choose Continue.

7. In the next dialog box use the input help to select the correct receiver address (here: MAILADM@<domain>).

8. Repeat steps 2-7 for SERVICE@<Domain>.

9. Choose Continue and save your entries.

ResultThe recipient determination for incoming e-mails is defined.

3.2.6.3 Maintaining Inbound Processing

UseThe purpose of this activity is to check the entries for the inbound processing.


SAP CRM transaction code So50

2. Choose Insert Row and maintain the following entries one after another:

Comm. Type Recipient Address Doc. Class

Exit Name Call Sequ.

Internet Mail MAILADM@<domain> ICS CL_RMPS_PRO_MIME_HANDLING 1

Internet Mail MAILADM@<domain> ICS CL_RMPS_INCOMING_MAIL 2

Internet Mail MAILADM@<domain> ICS CL_APPOINTMENT_REPLY 3

Internet Mail SERVICE@<domain> ICS CL_RMPS_PRO_MIME_HANDLING 1

Internet Mail SERVICE@<domain> ICS CL_RMPS_INCOMING_MAIL 2

Internet Mail SERVICE@<domain> ICS CL_APPOINTMENT_REPLY 3

3. If the following entry exists, delete it:

Comm. Type Recipient Address Doc. Class

Exit Name Call Sequ.

Internet Mail * ICS CL_APPOINTMENT_REPLY 1


ResultThe recipient determination for incoming e-mails is defined.



3.2.6.4 Maintaining E-Mail Addresses for System User

UseThe purpose of this activity is to check if the receiver user has maintained e-mail addresses for processing.


Transaction code SU01

SAP CRM menu Architecture and Technology System Administration User Maintenance Users

2. Search for and select the system users being relevant for your scenario of IC_AGENT_MKT, IC_AGENT_SRV, and IC_AGENT_SAL.

3. Check if the following entries exist, otherwise add the following information to each relevant system users:

Field name Value Comment

E-Mail <userid>@<domain> Represents the recipient address (for example, MAILADM@<domain>)

Comm. Method E-Mail

4. Repeat steps 2 and 3 for E-Mail SERVICE@<Domain>.


ResultThe recipient determination for incoming e-mails has been defined.

3.2.7 Defining Agent Inbox Profile

Use

With this activity you define the inbox profile that determines which entries are displayed in the dropdown list boxes of the Inbox Search.

PrerequisitesYou have defined your item categories for searches.



SAP CRM IMG menu CRM Interaction Center WebClient Agent Inbox Define Inbox Profiles

2. Select profile YBP_INBOX and open view Assign Main Categories with double-click.



3. Choose New Entries and enter the following entries:

When creating new data manually (not using the BC Set) for both languages (EN and DE), you need to maintain translation-sensitive data (descriptions, titles, texts etc.) twice, after having logged on the system with the appropriate language (EN and/or DE).

Main Category Description Sort

INT E-Mail 5


ResultYou have assigned a main category to the agent inbox profile YBP_INBOX.

3.3 E-Mail Settings

3.3.1 Checking Workflow

UseThis procedure is a central step to allow the handling of incoming e-mail items.

Procedure1. Customize workflow by accessing the activity using the following navigation:

Transaction code SWU3

SAP Menu Architecture and Technology ABAP Workbench Development SAP Business Workflow Utilities Automatic Workflow Customizing

2. Choose button Perform Automatic Workflow Customizing (F9) for the runtime environment.


Via transaction CRM_ERMS_WF_CUST (Assign Agent for E-Mail Handling), check if the following settings were set:

- Event linkage ERMSSUPRT2MAILRECEIVED must be activated. If not, just activate the linkage.

- At Assign Agents, the ERMS decision TS 00207914 must be set as General Task. If this is not the case, mark the decision and click on Attributes in order to select General Task.

ResultWorkflows can now be executed in the system. This is required for e-mail handling which is routed using workflows.



3.3.2 Defining Rules with Rule Modeler

UseIn this activity, you create the rules that are used for the handling and routing of incoming emails. Based on the rules defined, the system will then route the emails to the appropriate service team.

PrerequisitesThe organizational unit, which should receive the incoming mails, has been defined.

The incoming email address has been defined.

Check if role Z_PCC_ERMS_ADMIN has been assigned to system user IC_MAN (in order to enable the input help for the Category Modeler and the Rule Modeler).

Log on to the CRM WebClient UI with the user IC_MAN and password welcome.

Procedure1. Access the activity using the following navigation option:

SAP CRM WebClient UI menu Process Modeling Rule Policies

2. Choose New.

3. In the New Rule Policy web page dialog, maintain the following header data:


Context E-Mail Response Management System

Rule Policy YBP_MAIL_RSP

4. Choose OK.

5. In assignment block Policy highlight entry Active.

6. In assignment block Policy Variant Details maintain the following description:


Description BP Default E-Mail Routing

7. In assignment block Policy highlight entry Draft Rules and choose New.

8. In assignment block Rule Folder Details enter the following values:


Name Route E-Mail

Description Routing for E-Mail

9. Press Enter.

10. Highlight rule folder Route E-Mail and choose New.

11. In assignment block Rule Details enter the following values:


Name BP E-Mail Rule 1

Description BP E-Mail Rule 1

12. In assignment block Conditions choose Add Entry.



13. Select the following values entries (using the input help) one after another:

Match Attribute Operator Value

If E-Mail Original Recipient Contains MAILADM@<domain>

or E-Mail Original Recipient Contains SERVICE@<domain>

14. In assignment block Actions choose Add Entry

15. Select the following values entries (using the input help):

Actions Name Value Description

Actions/Parameters

Route EMail

Organizational Object <ID> BP Service Call Center

In row Organizational Object select the relevant organizational unit for routing the emails to the Agent with user ID IC_AGENT_SRV.

16. In assignment block Policy select More Check Draft Rules from the menu to check the new rule.

17. If no problems were found select More Release Draft Rules from the menu to release the new rule.The rule is now released and the e-mail routing is active.


ResultYou have defined a new rule for routing the e-mails to the relevant organization.

3.3.3 Maintaining Service Manager Profile

UseService manager profiles determine which services and related properties are executed or performed, and in what sequence, when called by the service manager.



SAP CRM IMG menu Customer Relationship Management E-Mail Response Management System Service Manager Define Service Manager Profiles

2. Highlight service manager profile DEFAULT and double-click on view Directly Called Services.

3. Highlight service RE_RULE_EXEC and double-click on view Properties.

4. For property ID POLICY, assign the following value:

Property ID Property Value

POLICY YBP_MAIL_RSP



ResultThe rule policy call has been verified in the service manager profile.

3.3.4 Assigning Service Manager Profile

UseA service manager profile needs to be assigned to the incoming email addresses.



SAP CRM IMG menu Customer Relationship Management E-Mail Response Management System Service Manager Assign Service Manager Profiles

2. Choose New Entries.

Adress/ Number Object ID Service Mgr Profile

SERVICE@<Domain> 207915 DEFAULT

MAILADM@<Domain> 207915 DEFAULT

3.3.5 Setting Up Background Job for E-Mails

Use

A background job for the report RSCONN01 to send e-mails has to be defined.

Procedure1. Log on to the CRM SAPGUI with the user POWER_USER.

2. Access the activity using the following navigation options:

Transaction Code SM36

SAP CRM Menu Bar System Services Jobs Define Jobs


Field name Value

Job Name YBP_EMAIL_SEND_<client>

4. Hit Enter.

5. Choose ABAP Program.


Field name Value

Name RSCONN01

Variant SAP&CONNECTALL



7. Choose Save.

8. Choose Back.

9. Choose Start condition.

10. Choose Date/Time.

11. Select Periodic Job.

12. Choose Period Values.

13. Select Other as period value.

14. Enter 5 minutes as period.

15. Choose Save.

16. Enter Date and Time for the first Scheduled Start.

17. Choose Save.

Result

Queued e-mails are sent out automatically by the system.


C4B_CRM701_BB_ConfigGuide_EN_XX.doc

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