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One-to-One E-Mail (New)

Use

If you have implemented CRM 4.0 Add-On for Service Industries, this this release note is not relevant for you.

As of SAP CRM 5.0, the one-to-one e-mail application is available with abroad range of functions. The application includes a multi-faceted send screen and the integration of groupware products, specifically Microsoft Outlookand Lotus Notes.

One-to-one e-mail is available in the following business scenarios:

  • Account and contact management
  • Activity management
  • Contract management
  • Quotation and order management
  • Opportunity management
  • Service contract and entitlement management
  • Service order management
  • Complaints and returns management

Prerequisites

  • You require SAP CRM 4.0 to use the one-to-one e-mail application.
  • For Lotus Notes integration, you require Lotus Notes 5.0 or higher.
  • E-mails from Lotus Notes can only be transferred to the CRM system in MIME format.
  • For Microsoft Outlook integration, you require Microsoft Office 2000 or higher (Microsoft Office XP, Microsoft Office 2003) and Microsoft Collaboration Data Objects (CDO) 1.2 or higher.

Send Screen

  • Modes
The display and send mode only differ where absolutely necessary. In the e-mail display mode, the screen switches to send mode if you use the Reply, Reply to All, and Forward buttons.
  • Formats
You can create e-mails in both HTML and plain text format using all of the usual text processing functions available for these formats.
You can decide whether to create multipart e-mails so that the e-mails you created in HTML format are automatically duplicated in plain text format if you have configured this in Customizing.
  • Address Input and Search
The send screen supports the manual entry of addresses followed by a validation process. You can also enter addresses using a search dialog. In both transactions, the search is carried out in the business partner data and, optionally, in the Microsoft Outlook and Lotus Notes contacts.
  • Attachments
A document search function and document templates are available for the processing of attachments, each refers to the business object currently being processed in CRM Content Management. Documents can be attached, uploaded, edited, and deleted.
  • Other Functions
  • The send screen contains the fields Cc (carbon copy) and Bcc (blind carbon copy).

  • You can specify the priority and confidentiality of an e-mail.

  • A print function is also available.

  • User Settings
The settings made by a user in relation to the format used and the fields to be shown or hidden, are saved before the send screen is closed. When the application is next called, the corresponding settings are then displayed. These settings can be changed again during runtime.
  • CRM Activities
An activity is created for each e-mail sent from and transferred to the CRM system. The activity links an e-mail with business objects and thereby ensures an appropriate assignment in the CRM system.

E-Mail Integration in Groupware Products

  • Integration of Contacts from Microsoft Outlook and Lotus Notes in the Address Validation and Address Search on the E-Mail Send Screen
You can configure in Customizing which groupware address books, in addition to the CRM business partner addresses, are available for selection in the address search and address validation on the e-mail send screen. Microsoft Outlook and Lotus Notes are both available for selection.
The address search in Microsoft Outlook refers to the addresses stored under Contacts, the address search in Lotus Notes refers to the addresses stored under Private Contacts.
  • Transferring E-Mails from Microsoft Outlook and Lotus Notes to the CRM System
A new interface entitled E-Mail-Integration has been developed in the People-Centric UI to enable the transfer of e-mails from Microsoft Outlook and Lotus Notes to the CRM system.
Depending on the settings that you made in relevant IMG activities, you can use a search function on this interface to display your Microsoft Outlook or Lotus Notes inbox or selected e-mails and to read them in preview mode. The e-mails can be transferred individually to the CRM system. A dialog is used to assign the e-mail to a business partner.
  • Transferring E-Mails from Microsoft Outlook to the CRM System
A solution enabling you to transfer e-mails from Microsoft Outlook to the CRM system with a minimum of effort required in terms of configuration is also available.
For this variant of groupware integration, you use the Microsoft Outlook function for creating a folder homepage. In the appropriate position, you enter the name of a URL provided by SAP, which switches to a HTML page. Your Microsoft Outlook inbox is displayed on this HTML page and you can read e-mails in preview mode and transfer e-mails individually to the CRM system. A dialog is used to assign the e-mail to a CRM business partner.
You can find the URL to be used, and the procedure for setting up this variant of e-mail transfer in the CRM_EMAIL_OUTLOOK transaction.
  • Transferring Copies of Sent E-Mails from the CRM System to Microsoft Outlook or Lotus Notes
You can configure in Customizing that e-mails sent from the CRM system are to be transferred as a copy to the folder for sent e-mails in one of the e-mail Groupware applications. You can choose between Microsoft Outlook and Lotus Notes, depending on which e-mail application you are using.

For more information on the scope of the one-to-one e-mail application in SAP CRM 5.0, see One-to-One E-Mail (Enhanced).

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

For the relevant IMG activities, see the Implementation Guide for Customer Relationship Management by choosing Basic Functions --> One-to-One E-Mail.

  • If you want to use groupware integration, define the following:
  • The groupware applications to be used for the address validation and address search on the e-mail send screen.

  • The groupware inbox from which the e-mails are to be transferred to the CRM system.

  • The groupware to which copies of sent e-mails are to be transferred from the CRM system.

These settings are independent of each other. For more information, see the IMG documentation for Define Multipart E-Mail Option and Groupware Integration.
  • In a few exceptional cases, you change the transaction types for the activities linked to incoming and outgoing e-mail. SAP already provides the relevant assignments in the standard system. For more information, see Assign Transaction Types in the IMG.

Further Information






ABAP Short Reference   Addresses (Business Address Services)  
This documentation is copyright by SAP AG.

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