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Function documentationMarketing Permissions: Agent Guidance

 

You can alert interaction center (IC) agents to existing restrictions due to marketing permissions.

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

Checkbox “Do Not Communicate Marketing Information”

You can configure your Identify Account page to have display-only checkboxes indicating whether or not an account or contact may be addressed with marketing information using a specific phone number, fax number, or e-mail address. If a phone number, fax number, or e-mail address is not permitted due to marketing permissions, the corresponding checkbox is selected.

The checkboxes are provided in the UI Configuration Tool as the following available fields:

  • Mktg Perm.: Phone

    You can use this checkbox for the phone channel.

    The system performs a marketing permission check on the phone number.

  • Mktg Perm.: Fax

    You can use this checkbox for the fax channel.

    The system performs a marketing permission check on the fax number.

  • Mktg Perm.: E-Mail

    You can use this checkbox for the e-mail channel.

    The system performs a marketing permission check on the e-mail address.

Note Note

The field labels are not displayed in the WebClient UI. In the WebClient UI, the available fields above are displayed as checkboxes with the quick info text Do Not Communicate Marketing Information.

End of the note.

The checkboxes are available for the following views in UI component ICCMP_BP_DETAIL (Identify Account page):

  • BuPaCommAccount (business-to-business)

  • BuPaCommContact (business-to-business)

  • BuPaDetail (business-to-consumer)

Note Note

If the Do Not Communicate Marketing Information checkbox is selected, it indicates that IC agents cannot address the customer with marketing information using the communication details in question. If the checkbox is selected, it does not indicate that the customer cannot be contacted regarding non-marketing issues using the communication details. Only if the Do Not Contact checkbox is selected, the customer cannot be contacted at all using the communication details in question, regardless of whether the Do Not Communicate Marketing Information checkbox is selected or not.

End of the note.

For general information about the UI Configuration Tool, see UI Configuration Tool.

Agent Guidance Based on Rule Modeler

You can define rule policies in the rule modeler to alert IC agents to restrictions that exist for an account or contact due to marketing permissions. For this purpose, the following entries are available in the rule modeler, in the rule modeler context Intent Driven Interaction (IC WebClient):

  • Attributes:

    • Marketing: Chat

    • Marketing: E-Mail

    • Marketing: Fax

    • Marketing: Letter

    • Marketing: Phone

    If you have defined further communication channels as relevant for marketing permissions 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 to define attributes for these communication channels for use in the rule modeler. For more information, see Defining Attributes.

  • Operators:

    • Equals

    • Is Not Equal To

  • Values:

    • Permitted (001)

    • Not Permitted (002)

  • Action Trigger Alert (Confirmed Account)

    You can use the Trigger Alert (Confirmed Account) action to determine the confirmed account and confirmed contact person of relationship type Has Contact Person during runtime. With regard to marketing permissions, we recommend that you use this action in combination with an alert, in which you have defined a navigation to the Identify Account — More Fields page or to the Account Overview page as follows:

    • To define the navigation to the Identify Account — More Fields page when creating an alert, choose BPIDENT:B in the Navigation Object/Action field.

    • To define the navigation to the Account Overview page when creating an alert, choose BPACCOUNT:B in the Navigation Object/Action field.

If you create a rule using the attributes above with the value Equals Not Permitted, the system performs a marketing permission check for the confirmed account and contact, when the system event occurs that you have defined in the rule modeler. The system determines if there are any restrictions due to marketing permissions for the account or contacts:

  • If there are any restrictions, the action is triggered by the rule.

  • If there are no restrictions, the action is not triggered by the rule.

Example Example

  • Alert

    You define the alert Check Marketing Permissions for Confirmed Account (ALERT_ID).

    In the alert, you define a navigation to the Identify Account — More Fields page, by choosing BPIDENT:B in the Navigation Object/Action.

  • Rule Policy

    In the rule modeler, you create the following rule policy in context Intent Driven Interaction (IC WebClient):

    • Rule Part 1

      You define the higher-level rule Part 1:

      If Current Event Equals BPConfirmed

    • Rule Part 2

      To Part 1, you assign the lower level rule Part 2. By default, lower-level rules are assigned to the higher-level rules with an AND link.

      • Conditions

        You define the following conditions for rule Part 2 :

        If Marketing: Fax Equals Not Permitted or Marketing: Phone Equals Not Permitted

      • Action

        To rule Part 2, you assign the action Trigger Alert (Confirmed Account). To the action, you assign the alert ALERT_ID.

  • Result

    When the IC agent confirms an account or contact, the system determines if there are any restrictions due to marketing permissions for the confirmed account or contact, for the fax and telephony communication channels. If there are any restrictions, the alert Check Marketing Permissions for Confirmed Account (ALERT_ID) is displayed. By choosing the alert text, the agent can navigate to More Fields to access the Marketing Permissions tab for more information.

End of the example.

For information about creating and editing rule policies, see Rule Modeler.

More Information

Specifics for Interaction Center: Marketing Permission