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Function documentationE-Mail

 

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.

Prerequisites

  • You have made settings to display fields (for example, date and from fields) and editor buttons in Customizing for Customer Relationship Management under Start of the navigation path UI Framework Next navigation step Technical Role Definition Next navigation step Define Parameters End of the navigation path. If you make fields visible, IC agents can personalize by choosing to show or hide those fields. If you set no parameters, the system shows all fields.

  • You have made settings for e-mail in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels End of the navigation path. For example, you have made the following settings:

    • You have defined toolbar properties for e-mail in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Toolbar Profiles End of the navigation path.

    • You have defined standard response groups in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Standard Response Groups End of the navigation path.

    • You have defined outgoing e-mail address groups in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Outgoing E-Mail Address Groups End of the navigation path.

    • You have defined e-mail profiles in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define E-Mail Profiles End of the navigation path.

Features

  • 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.