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E2C - CRM via E-Mail: Service Maintenance

rdisp/max_wprun_time - Maximum work process run time General Material Data
This documentation is copyright by SAP AG.

In this Customizing activity, you configure CRM via E-Mail (transaction e2c).

CRM via E-Mail enables the field force to exchange data with the CRM back-end as follows:

You can define new services using ABAP Function Modules using the following standard:

Importing parameter INPUT

Exporting parameters OUTPUT
(a structure for a read / create operation and a table type for a search operation)

You can define the input and output fields that will be available to use in the e-mail.

You can define service usage authorizations by role or by user.

Users can request, by e-mail, a list of authorized system services.

Users can create new business documents, such as leads, by using simple e-mail technology.

Users can search for customer master data, such as address data.

Users can search for customer transaction data, such as open leads or service orders.

SAPconnect Configuration

SAPconnect provides a direct connection to the Internet using the SMTP plug-in of the SAP Web Application Server. You can send and receive Internet e-mails, faxes, and text messages (pager or SMS) without the need for an additional external communication system.

You must configure SAPconnect . For more information, see SAPconnect (BC-SRV-COM) on SAP Help Portal at http://help.sap.com -> SAP NetWeaver.

E-Mail Response Management System Configuration

You must configure the latest version of E-Mail Response Management System (ERMS). For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Mgmt. -> SAP CRM -> Application Help (English) -> SAP Customer Relationship Management -> Components and Functions -> Interaction Center -> Email Response Management System.

1. You have set up SAPconnect. Create a user which will be used to receive e-mails. Maintain the appropriate e-mail address. This e-mail address will be used for CRM via E-Mail.

2. Define the CRM via E-Mail receiving e-mail address (transaction CRMC_IC_AUIADDR) on the Define Receiving E-Mail Addresses / Fax Numbers screen.

3. Map the receiving e-mail address to the ERMS workflow (transaction SO28) on the Inbound Distribution: Settings for Recipient Determination screen.

4. Assign agent for e-mail handling and, if not already active, activate event linking (transaction CRM_ERMS_WF_CUST) on the Task Customizing Overview screen and the Task Group: Maintain Agent Assignment screen. Note that this step is not specific to CRM via E-Mail. If ERMS is already running on the system, this step may not be required.

5. Maintain the outgoing e-mail addresses (transaction CRM_ERMS_OUTG_EMAIL) on the Outgoing E-Mail Addresses screen.

6. Test the configuration:

Send an e-mail to the receiving e-mail address of CRM via E-Mail.

Check if the e-mail has been received by the SAP CRM system. Enter transaction SWI1. You are on the Selection Report for Work Itemsscreen.

Choose Execute. You are on the Work Item Selection screen.

Select the e-mail from the list and choose Display Work Item Containerto view the Display Container Instance screen.

In the standard setup, only the role Employee is supported and users must be assigned to this partner role. A valid user and a valid e-mail address must be maintained in the associated Business Partner.

For the Adobe Scenario (Service Type4), the partner role Channel Manager can be maintained in Customizing. Note: The user name must be maintained as an Internet user.

Note: We recommend that you implement a secure e-mail proxy to guarantee maximal security by providing digital signature and encryption features. CRM via E-Mail is based on SAPconnect (Netweaver) and a secure e-mail proxy must be implemented to run the scenario in a secure way according to local legal regulations.

For information on security settings, see:

SAP CRM Security Guides under SAP Security Guides on the SAP Service Marketplace at http://service.sap.com/securityguide

SAP Note: 149926 - Secure e-mail: Encryption, digital signature

The CRM via E-Mail services are based on standard function modules that have input and output parameters named as Input and Output.

Modeling of an E2C Service to Create a New Business Document

1. Create a new E2C service on the E2C Service Definition screen (transaction: E2C). Open E2C Service Definition and choose Insert Row to create a new service. Enter a name for the service. Under the column Service Type, choose Create. Assign a respective function module. Finally, enter a description for the service and save. When you request a list of services available to you by sending an e-mail to the system with a question mark (?) in the e-mail subject line, the description name is displayed.

2. Mark the service and choose Input Parameter Mapping. Choose the required parameters from the list of available parameters by selecting the Included checkbox. By overwriting the Reference ID of the service, you can rename the service attribute that is shown later in the e-mail. Otherwise, the technical name will be shown by default. By assigning an Attribute Type, you can give fixed or default values to the parameters. Finally, you can give a description to the parameter that will be shown in the e-mail behind the Input field for the parameter. You can also use this field to give advice to the user, such as describing the meaning of required technical input parameters, such as: #1 equals very high" and #3 equals medium". Attribute types follow:

Default (from e-mail)
These are default parameters. Values are mapped from the e-mail during parsing.

Fixed
Where the attribute value remains constant, this type is used and can be specified.

Calculated
Functional computations are supported for these attributes. The Attribute Value field help gives the available list of options available. You can implement more as necessary. For example, %Today% specifies the attribute value. The user does not need to enter the value in the e-mail. The date is computed automatically.

3. Choose Output Parameter Mapping. Select the Included checkbox for the chosen output attribute. To map an attribute of the responding e-mail to a new service request, use the Mail To Link service. The output attribute of the first E2C service is mapped to the input attribute of the second E2C service. Maintain the input and output attributes accordingly in the Link to Service customizing section. You can add a parameter to the subject line of the responding e-mail by selecting the Add E-Mail Subject checkbox.

Header
This attribute (type 5) indicates headers in output and is therefore only seen in output attributes. This is determined automatically based on the data type of the output structure. The reference ID text maintained for the attribute would appear as a header in the e-mail response.

4. Define user (employee ID) based authorization for the service by assigning the user IDs.

5. Define role based authorization for the service.

6. Application wide parameters can be defined on the Application Parameter screen and the Attribute Value screen.

Downloading a Schema For Designing Interactive Forms Based on Adobe Software

1. Create a Web service (WS) using a Remote Enabled Function module. Note: The function module must have the importing parameter named as INPUT and the exporting parameter named as OUTPUT.

2. Save the Web Services Description Language (WSDL) of the WS as a local file (for example, Webservice_Name.WSDL). Note: If the WS is created from a Remote Enabled Function Module using the SAP NetWeaver Web service creation wizard, then use the SAP NetWeaver SOA Manager to download the WSDL using the Standard WSDL format instead of the WS policy format.

3. Execute the transaction E2CRFCSCH (E2C_Download_RFC_Schema) or E2CWSTSCH (E2C_Download_WST_Schema).

4. Enter the path of the WSDL file in the field WSDLPATH.

5. Enter the path where the schema (extracted from the WSDL) must be saved in the field XSDPATH.

6. By default, the schema for Create is extracted. If you need to download the schema for a Change scenario, then enter X in the field CHNGSCH.

7. Execute the program. The schema is saved at the entered path with the entered name.

8. Use this schema to build the Interactive Forms based on Adobe software.

Modeling of an E2C Service for Use With a Simple E-mail

1. Open CRM via E-Mail (transaction E2C).

2. Choose E2C Service Definition. Create a new service using example APIs available in the CRM_EMAILTOCRM package or use your own API. Choose Input Parameter Mapping. Choose the needed input parameters. You can also assign default values to the respective attributes.

3. Choose Output Parameter Mapping. Select the row for the attribute CONTACT_ID, for example, and choose Link To Service. The Service ID dialog box appears. Choose, for example, READCONTACT. You are returned to the Output Parameter Mapping screen. Select the attribute CONTACT_ID again.

4. Choose Mail To Link (within the Output Parameter Mapping folder). For Input Attribute to Link Service, choose CONTACT. For Output Attribute from Service, choose CONTACT_ID.

5. Choose User Authorization and search for the employee ID and maintain it.

6. Choose a Role Authorization.

Modeling of an E2C Service to Create a New Business Document by Using SAP Interactive Forms by Adobe

CRM via E-Mail can also receive XML files extracted from Interactive Forms based on Adobe software to create business documents.

1. Open CRM via E-Mail (transaction E2C).

2. Choose E2C Service Definition. Create a new service using example APIs available in the CRM_EMAILTOCRM package or use your own API. You must create a Web service (WS) on top of the API with SAP NetWeaver. Note: You can code the function module manually. You can ignore the Input Parameter Mapping.

3. Choose Output Parameter Mapping. Select the row for the attribute Account_ID, for example, and select Add To Subject. The responding e-mail will now have the account ID of the created business partner in the subject line.

4. Use Adobe Lifecycle Designer to design the form. To create the form, use the WS schema. Note: The report needed to download the schema can be started directly from CRM via E-Mail. Add an e-mail button to the form. Enter the service name as the subject. Add the e-mail address for CRM via E-Mail.