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Function documentationSmart Responses

 

Smart responses are standard responses with the ability to include additional dynamic information not limited to simple business partner attributes or system information.

Text is populated with business values and inserted into the e-mail content at runtime. This reduces the amount of time agents have to spend searching for and compiling information in a response. Agents are unaware if the response they choose is a standard response or a smart response.

Example Example

A customer sends an e-mail to the interaction center asking what his account balance is. After the agent confirms the business partner and initiates a reply to the e-mail, the agent selects a standard response. Variables such as account balance and account number are populated with the business partner's values in the response.

End of the example.

Note Note

Interaction center agents cannot insert smart responses manually into an e-mail using the Standard Response dropdown.

End of the note.

Prerequisites

  • You have defined mail forms in the CRM WebClient user interface. You can access this function in the role of an interaction center manager under Start of the navigation path Knowledge Management Next navigation step Mail Forms End of the navigation path.

  • You have defined Multilevel Categorization. (Not relevant for Auto Acknowledgements)

  • You have defined the rule policy with the Send Auto Acknowledgement, Auto Respond, and/or Auto Prepare actions.

  • You have assigned mail forms to actions in the CRM WebClient UI or to categories through multilevel categorization.

  • You have defined the data source classes in Customizing for Customer Relationship Management by choosing Start of the navigation path Interaction Center WebClient Next navigation step Customer-Specific System Modifications Next navigation step Smart Responses Next navigation step Define Data Source Classes End of the navigation path.

Features

Like standard responses, you can insert placeholders in the mail form that can be filled in by data related to the e-mail or to the business partner of the e-mail. You can define how the values for business and transactional data are retrieved and placed in mail forms. You can use data from either the fact base attributes or from the business data context (BDC).

Smart responses can be sent automatically to customers with or without agent intervention based upon multilevel categorization. They can be inserted into the e-mail text or attached to the e-mail. For more information, see the actions and parameters table in ERMS Rule Policies for the Auto Respond and Auto Prepare actions. They also can be used in auto acknowledgements and response proposals.