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CRM_CIC_050 - Define Global Settings

BAL_S_LOG - Application Log: Log header data   General Material Data  
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In this IMG activity, you define settings for the agent inbox that are valid for all agents.

This activity is divided into two configuration sections:

• Global settings

Global settings allow you to configure general items related to processing mails such as routing rules, length of time mails can remain in folders, case sensitivity of information used to identify business partners, and the use of an automatic reply.

• Communication types

You define information relevant to each communication type your contact center receives, including the workflow priority of the item, how long until items are escalated, and what calendar the escalation uses to identify working times for your contact center. You also determine how the mail is associated to the business activity and details of the how the business partner is identified.

Depending upon what options you configure in this step, the following items may need to be maintained first:

• E-Mail and fax rules

• Automatic reply text

• Factory calendar

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

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