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CRMC_MKTCA_SCEN - IC Scenario

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The extended e-mail function of the interaction center (IC) allows agents to process inbound and outbound e-mails, as well as fax messages and scanned letters.

Upon receipt of an e-mail, the incoming e-mail is first formatted for the interaction center using workflow template WS14000004 (IC: handling mail inbox). The system first uses the e-mail sender address to determine the business partner. Then, where required, automatic receipt confirmation is created and sent back to the business partner. Within a marketing scenario, campaign element determination uses different search methods to determine the campaign element responsible for the incoming e-mail. Finally, the workflow priority is changed according to the business partner type and an IC agent is set as the person responsible.

The following IC standard settings need must be made in order to reflect the IC scenario:

• Extend the extended e-mail function in the interaction center (IC)
  You set up the extended e-mail function via Interaction Center → Administration → Extended E-Mail Function

• Customizing for workflow template WS14000004 (IC: Handling Mail Inbox)
  You make this setting under Customer Relationship Management → Basic Functions → SAP Business Workflow -> Standard Settings for SAP Business Workflow.

In campaign automation, the following IC settings must also be made:

• Definition of Marketing Recipient address via transaction Inbound disribution: Settings for recipient determination.

• For campaign determination to be performed during the workflow, the flag Campaign automation must be set as active in activity Edit Global Settings for Extended E-Mail Inbox.
  Campaign element determination determines the campaign element responsible for the inbound e-mail. Within this search function, different search methods are used in succession until a unique campaign element is determined. The following search methods are used:
  
  - Search for the MIG. This is a unique key that identifies the campaign element. When the mail is sent, the key is written in the mail.
  - Search for the mail sender's address. For this method, the sender's address must be assigned to a single campaign element.
  - Search for all campaign elements for the business partner
  - Business Add-In in order to perform customer-specific campaign element determination
  
  If automatic campaign determination does not find a unique campaign element within the e-mail's inbound distribution, then you must select a campaign element manually in IC using input help.

• During processing of inbound mails in the IC, assign the action profile CAMPAIGN_AUTOMATION_ACTIVITY (predefined in the Customizing delivery) to the transaction type to be created (in the standard release, this is transaction type 0004 e-mail inbound).
  See Actions in campaign automation.

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