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 to display fields (for example, date and from fields) and editor buttons in Customizing for Customer Relationship Management
under . 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 . 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.