You can use this function to process incoming and outgoing e-mails. This function is integrated with the following IC WebClient functions:
Toolbar
IC agents use the channel-specific toolbar, which is available for telephony, e-mail, and chat. The toolbar options change dynamically depending upon what channel is selected.
Account identification
Upon receipt of an e-mail, the customer search is automatically initiated based upon the From
e-mail address. For more information, see Account Identification/Account Fact Sheet.
Information search
Results from the knowledge search can be added to e-mails as attachments or as text in the e-mail message. For more information, see Knowledge Search in SAP CRM.
Agent inbox
IC agents can access e-mail through their inbox and process them. For more information, see Agent Inbox.
Interaction record
IC agents have access to previously sent or saved e-mails in the confirmed business partner’s interaction record. For more information, see Interaction Record.
Telephony
IC agents can make a phone call by using the Dial
function in the application toolbar while remaining in the e-mail channel.
You have made settings for e-mail in Customizing for Customer Relationship Management
under . For example, you have made the following settings:
You have defined toolbar properties for e-mail in Customizing for Customer Relationship Management
under .
You have defined standard response groups in Customizing for Customer Relationship Management
under .
You have defined outgoing e-mail address groups in Customizing for Customer Relationship Management
under .
You have defined e-mail profiles in Customizing for Customer Relationship Management
under .
Standard responses
IC agents can reuse use predefined text. For more information, see Standard Responses.
Multiple incoming e-mail addresses
Interaction centers can use more than one incoming e-mail address. Each address is assigned to a group of IC agents. IC agents can be assigned to more than one address.
Multiple outgoing e-mail addresses
Interaction centers can also use more than one outgoing e-mail address. IC agents are assigned to one default outgoing e-mail address based upon their e-mail profile as defined in Customizing.
Unfinished e-mails
IC agents can process unfinished e-mails if they need to deal with another transaction before completing an e-mail response.