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Function documentationSpecifics for Interaction Center: Marketing Permission

 

Compared to CRM Enterprise, the following specifics apply to the marketing permission function in the interaction center (IC).

Prerequisites

You have activated the business function Marketing Permission (CRM_MKT_PERMISSION).

  • You have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Master Data Next navigation step Business Partner Next navigation step Define Settings for Marketing Permissions End of the navigation path.

  • You have entered the marketing permissions for your customers in account and contact management.

Features

Account Identification

  • The marketing permission function is available by default on the Marketing Permissions tab under Start of the navigation path Identify Account Next navigation step More Fields End of the navigation path.

    IC agents can display, create, and delete marketing permission items for accounts and contacts.

  • If your company does not support IC marketing processes, you can hide the Marketing Permissions tab. You do this in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Master Data Next navigation step Define Account Identification Profiles End of the navigation path and Define Account Identification Profiles for Multiple Business Partners.

Agent Guidance

  • You can configure your Identify Account page to display checkboxes that indicate whether or not an account or contact may be addressed with marketing information using a specific phone number, fax number, or e-mail address. The checkboxes are provided as available fields in the UI Configuration Tool.

  • You can use the rule modeler to alert IC agents to restrictions that exist due to marketing permissions for an account or contact. For this purpose, specific entries are available in the rule modeler. For example, you can implement an alert that is displayed whenever an account or contact is confirmed, for which there are restrictions due to marketing permissions in terms of the telephony channel.

For more information, see Marketing Permissions: Agent Guidance.

Call List Management

IC managers can apply marketing permissions to accounts and contacts in call list management:

Call List Generation

You can activate a preliminary marketing permission check for accounts and contacts that is carried out during call list generation. You do this in the SAP GUI under Start of the navigation path Interaction Center Next navigation step Supporting Processes Next navigation step Outbound Calling Next navigation step Generate Business Transactions and Call Lists End of the navigation path.

If you select the Apply Marketing Permissions checkbox, the system carries out a preliminary evaluation of the marketing permissions for the selected accounts and selected contacts of relationship type Has Contact Person. The system excludes the accounts and contacts from the call list for which there is not at least one phone number that may be used to contact the account or contact. After you have generated the call list, you can display a protocol containing a list of the accounts that are not contained in the call list as a result of the marketing permission check.

With this preliminary check, you can avoid creating unnecessary calls and corresponding business transactions, which decreases the processing time for the call list and saves memory space.

If you select the Apply Marketing Permissions checkbox, the setting also affects call list maintenance (update of contact persons and call list synchronization) and manual call list execution.

Call List Maintenance

In call list maintenance, you can activate a marketing permission check that is carried out during the update of contact persons, during call list synchronization with the communication management software (CMS) system, and during manual call list execution. You can activate the marketing permission check in the following places:

  • In the SAP GUI, on the SAP Easy Access screen under Start of the navigation path Interaction Center Next navigation step Supporting Processes Next navigation step Outbound Calling Next navigation step <Call List> Next navigation step General End of the navigation path

  • Using the IC manager role, in the WebClient UI under Start of the navigation path Managing Operations Next navigation step Call Lists Next navigation step <Call List> Next navigation step Call List Details End of the navigation path

    Note Note

    If you have created a custom-defined configuration for the CALLLISTDETAILSEF view in the CRMCMP_CLM_ADM component prior to activating the CRM_MKT_PERMISSION business function, the Apply Marketing Permissions checkbox for activating the marketing permission check is not displayed on the Call List Details page, despite activation of the business function. In this case, to display the Apply Marketing Permissions checkbox, you must create a new custom-defined configuration of the CALLLISTDETAILSEF view after activating the CRM_MKT_PERMISSION business function. For more information, see SAP Note 1607387Information published on SAP site.

    End of the note.

If the call list has been generated in marketing campaign management, you cannot edit the Apply Marketing Permissions checkbox.

Update of Contact Persons

If you select the Apply Marketing Permissions checkbox in call list maintenance, and update the contact persons of relationship type Has Contact Person, the system carries out a preliminary evaluation of the marketing permissions for the selected accounts and for the selected contacts of relationship type Has Contact Person. The marketing permission check on accounts is done only for calls with the call statuses Created and Ready. If there is not at least one phone number at which the account or contact may be called, the call is set to Completed with the call result Skipped (Marketing Permissions). If there is not at least one phone number at which the contact may be called, the contact is excluded from the call.

With this marketing permission check before call list execution, you can decrease the processing time for the call list.

Call List Synchronization

If you select the Apply Marketing Permissions checkbox in call list maintenance, the system performs a marketing permission check for call lists that are set to automated execution mode during call list synchronization with the CMS system. Phone numbers that are not permitted due to marketing permissions are either not transferred to the CMS system or deleted from the CMS system. If there is no other phone number at which the account may be called, the call is set to Completed with the call result Skipped (Marketing Permissions). For each account, up to three phone numbers that are permitted due to marketing permissions are transferred to the CMS system.

Call List Execution

There are the following types of call list execution:

  • Manual execution

    If you select the Apply Marketing Permissions checkbox in call list maintenance, the system carries out a marketing permission check on the level of the individual phone numbers during manual call list execution.

    The marketing permission check is carried out when the IC agent selects a call using Display Calls or Next Call. Calls that are not permitted due to marketing permissions are skipped and set to Completed with the call result Skipped (Marketing Permissions). If the IC agent selects a call using Display Calls, an error message is displayed.

    As a result, only phone numbers at which accounts or contacts of relationship type Has Contact Person may be contacted are available to the IC agent.

  • Automated execution

    For automated call list execution, the marketing permission check is carried out during call list synchronization in call list maintenance. During the call list execution by the CMS, no marketing permission check is carried out, unless the call list is synchronized again.

More Information

For information about the marketing permission function in CRM Enterprise, see Marketing Permission.