Standard responses, one of the different types of Responses, help automate e-mail processing. Standard responses use predefined text configured from mail forms that are available to agents directly on the Interaction Center (IC) WebClient E-Mail editor. Standard responses provide consistent handling and messaging to customers regardless of which agent processes the e-mail. Multilevel Categorization and Customizing settings help determine which standard responses are available.
Standard responses are also available in Chat text.
In addition, you have:
· Defined standard response groups in Customizing for Customer Relationship Management (CRM), by choosing Interaction Center WebClient ® Basic Functions ® Communication Channels ® Define Standard Response Groups.
· Assigned the standard response groups to e-mail profiles in Customizing for CRM, by choosing Interaction Center WebClient ® Basic Functions ® Communication Channels ® Define E-Mail Profiles.
If you are using standard responses for chat, you have assigned the standard response groups to chat profiles in Customizing for CRM, by choosing Interaction Center WebClient ® Basic Functions ® Communication Channels ® Define Chat Profiles.
Standard responses can be included automatically in e-mails by using Actions. Agents can manually select standard responses from a dropdown box in the e-mail editor. If the standard response is not included in the dropdown box, agents can perform a search and preview the standard response text before choosing the standard response.
Variables in the mail form allow you to insert placeholders for business partner or system information. These placeholders are filled with values when the standard response is chosen or inserted into an e-mail. For example, you can populate the customer’s name in the salutation.