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Process documentationSAP Business Workflow for Processing Incorrect Contact Attempts Locate this document in the navigation structure

 

This Workflow process is triggered whenever an error occurs during the process of sending an e-mail (when executing an e-mail campaign). If such an error occurs, a work item is sent to the assigned agent (maintained in Customizing) telling him or her to view the mailing list to determine the reason for the error (hereafter also referred to as contact tracking). This process sends a work item only once for a given campaign/campaign element/target group combination. For a given campaign/campaign element/target group combination, this process is therefore used to avoid too many failure/status reporting mails being sent to the agent, that is, one work item per combination is sent instead of one work item per individual error message.

In the event of an incorrect contact attempt in CRM Interaction Center, a workflow process is triggered by an agent. The workflow process that is triggered determines the entry in the contact tracking table that corresponds to the call containing errors. The entry is updated with an error message stating that the contact attempt has failed. This happens for each call attempt that contains errors.

Note: This workflow template replaces the template WS10001062 (Workflow for Status in Mail Sending Process).

Prerequisites

The event and the Workflow must be linked together in Customizing.

To activate this linkage and to assign agents for the task, in Customizing for Customer Relationship Management (CRM), choose   Basic Functions   SAP Business Workflow   Perform Task-Specific Customizing  . The system displays the Task Customizing Overview screen.

  1. Access the component CRM-MKT-ML and click on Activate event linking. The system displays the Event Linkage: Triggering Events screen.

  2. Open the task/event WS14000111 (Processing incorrect contact attempts) and set the status of the events ErrorSendStatusReached and StatusErrorSetMarketing to Activated.

  3. Choose Back.

  4. On the screen Task Customizing Overview, assign agents for the task TS14007986 by clicking on the column ASSIGN AGENTS next to the component CRM-MKT-ML.

  5. Choose the relevant task from the folder and assign agents by choosing   Agent Assignment   Create  .

Process

Process view of workflow WS14000111 (Processing incorrect contact attempts)

The Workflow is started whenever the event ERRORSENDSTATUSREACHED is triggered for the object CRM_DOCU. This event is triggered if an error occurs while sending mails/faxes/SMS during the execution of a campaign. This process retrieves information about the campaign, campaign element, and target group in which the error occurred. Using this information, the process checks if the error has already occurred for this combination. If the error has occurred for the first time, the process sends a work item to the agent assigned in Customizing, alerting them of the error. The work item is then available in the agent's Workplace Inbox. By executing the work item, the agent can have a look at all the error mails for this combination in the mailing list.

The Workflow is started whenever the event StatusErrorSetMarketing is triggered for the object BUS2005001. The event is triggered when a call attempt contains errors. At the same time, the corresponding entry in the contact tracking table is determined for the erroneous call and is updated with an error message.

Technical Implementation

The following information is of a technical nature. You need this information if the implementation details are relevant to you, or if you wish to make your own enhancements.

Workflow Template

The actual procedure is implemented in the workflow template WS14000111.

Triggering Events for the Workflow Template

The triggering events of the workflow template are ERRORSENDSTATUSREACHED of object CRM_DOCU (mail document object) and STATUSERRORSETMARKETING of object BUS2005001 (CRM_Call).

Object Types

· CRM_DOCU (mail document object)

· BUS2005001 (CRM_Call)

The methods for updating the contact tracking table are provided by the CRM_DOCU object. For each call, a CRM_DOCU object is also instantiated.

Recommendations

Make a copy of the workflow template CRM_CT (WS14000111) and add steps wherever needed to change the business flow.