You can use the agent inbox to call up incoming e-mail messages, work items, and various business objects for display or processing. The agent inbox is a central worklist that the entire team can use to work on incoming objects.
You can select and access the following items in the agent inbox:
E-mail messages, faxes, and scanned letters
Intelligent e-mail routing
E-mails and faxes that were received via SAPconnect appear as workflow work items.
A workflow takes care of forwarding incoming mails to the appropriate group of agents. Additional routing rules use business partner attributes to route mails to agents who specialize in particular areas.
Multiple incoming and outgoing e-mail addresses
Agents can be assigned to various incoming addresses. All items sent to the agents various addresses appear in the same inbox. In addition, agents can be assigned to more than one outgoing e-mail address. A default address is proposed, or the agent can select another one.
Work items
You can process SAP workflow work items, as well as SAP workflow work items that you have customized. These work items can originate from SAP Customer Relationship Management (SAP CRM) or from another SAP system.
Business transactions
You can call up business transactions such as service orders, sales orders, and planned activities.
Additionally, the following features are available:
ERMS routing
Depending on the rule policies you determine, you can use a general task for ERMS decision to allow e-mail routing to all agents or you can specify individual agents or agent groups to allow e-mail routing only to those agents.
Advanced warning for due date
In Customizing for the agent inbox, you can define an advanced warning for each item type until the due date is reached. During the warning phase, agents are alerted to the upcoming due date by a yellow traffic light in the Due Date
column of the inbox Result List
.
To use the agent inbox, you need to do the following:
Make basic settings (Basic Settings for the Agent Inbox).
Configure the SAPconnect interface.
For information about setting up SAPconnect for the agent inbox in the IC WebClient, see SAP Note 882653.
For more information about SAPconnect, search for “SAPconnect (BC-SRV-COM)” in the SAP Library on SAP Help Portal at http://help.sap.com.
If you want to use index-based search for the agent inbox, you need to make settings for business transaction search in Customizing for Customer Relationship Management
under and BAdI: Determination of Search Index for Business Transaction Search
.
Complete the following main Customizing activities to configure the agent inbox (under
:In this activity, you can choose whether to use the standard or advanced search view, whether the search results are displayed in a table or a tree structure, and you can define a default quick search.
(Optional)
You can further tailor the agent inbox to your business needs by using this Business Add-In.