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CRM_IC_CEBP: Incomplete E-Mails in the Agent Inbox for an Account (New) ( RELNCRM_7E1_IC_AINBOX )
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Short text
CRM_IC_CEBP: Incomplete E-Mails in the Agent Inbox for an Account (New)
Use
As of SAP enhancement package 1 for SAP CRM 7.0, business function IC and Communication-Enabled Business Processes(CRM_IC_CEBP), you can set up the interaction center (IC) so that IC agents can view the number of incomplete e-mails in the agent inbox that are linked to a particular account. This feature is available for inbound e-mails from the E-Mail Response Management System (ERMS) workflow.
A new action, Show Number of Incomplete E-Mails (AH_NO_CUST_MAIL), is available when creating rules in the Intent Driven Interaction context of the rule modeler. Using this action, you can create a rule policy that searches for incomplete e-mails for an identified account and displays an alert showing the number of incomplete e-mails. An account must be confirmed before the number of incomplete e-mails can be shown. IC agents can then click on the alert to navigate directly to the agent inbox, where only the incomplete e-mails from the confirmed contact person of the identified account are displayed. If no contact person has been confirmed, only e-mails from the e-mail address linked with the identified account are listed in the agent inbox. The search criteria in the agent inbox will be collapsed and in an informational message, IC agents can see the e-mail address of the incomplete e-mails that are displayed.
Effects on Existing Data
Effects on Data Transfer
Effects on System Administration
Effects on Customizing
Further Information
Release Note CRM_IC_CEBP: IC and Communication-Enabled Business Processes
ROGBILLS - Synchronize billing plans BAL_S_LOG - Application Log: Log header data
This documentation is copyright by SAP AG.
Length: 1970 Date: 20240603 Time: 101726 sap01-206 ( 50 ms )
