SAP CRM 7.0 E2C Setup: CRM via Email Toolset Applies to: SAP CRM 700/NW 701. For more information, visit the Customer Relationship Management homepage. Summary This article describes the Email2CRM functionality which can be used by the field force to exchange data with CRM Enterprise via Email. Author: Subhasis Panigrahy Company: MindTree Ltd Created on: 04 November 2009 Author Bio Subhasis is head of SAP CRM Centre of Excellence in MindTree Ltd. 2009 SAP AG 1
Table of Contents E2C Scenario Setup - CRM 7.0... 3 Pre-requisites:... 3 Configuration Steps... 3 1. ERMS Configuration (If ERMS is not configured in your system)... 3 1.1. Maintain workflow standard settings.... 3 1.2. Define receiving e-mail addresses... 3 1.3. Assign receiving e-mail addresses to ERMS workflow.... 4 1.4. Assign agents for e-mail handling.... 5 1.5. Activate event linking.... 6 1.6. Define outgoing e-mail addresses... 6 1.7. Define service manager profiles... 6 1.8. Assign service manager profiles... 7 1.9. Assign standard tasks to communication methods... 7 1.10. SCOT Settings... 8 1.11. Define Receiving Email/Fax Settings... 8 2. Creation of a new E2C service... 9 2.1. Open E2C Service Definition and choose Insert Row to create a new service... 9 2.2. Select the service and choose Input Parameter Mapping... 10 2.3. Choose Output Parameter Mapping.... 10 2.4. Define user (employee ID) based authorization for the service by assigning the user IDs.... 10 2.5. Define role based authorization for the service.... 11 3. Additional steps... 11 3.1. BADI Implementation... 11 4. Testing the Configuration... 15 Related Contents... 17 Disclaimer and Liability Notice... 18 2009 SAP AG 2
E2C Scenario Setup - CRM 7.0 This article will help you to realize the Email2CRM scenario. Using these feature users can create new business documents (leads, opportunities etc), search for customer master data, search for customer transaction data (leads, opportunities, service orders etc) Pre-requisites: An e-mail address is created for receiving incoming e-mails. Users are assigned to the business partner role Employee The user ID and e-mail is maintained in the business partner application for all users To ensure secure e-mail communication, use a secure e-mail proxy that enforces digital signature verification and encryption. (SAP Note 149926 - Secure e-mail: Encryption, digital signature) Configuration Steps 1. ERMS Configuration (If ERMS is not configured in your system) This procedure describes the basic settings needed for E-Mail Response Management System for realizing the E2C functionality. You can skip this step if ERMS is already configured. 1.1. Maintain workflow standard settings. In Customizing for SAP NetWeaver under Application Server Business Management SAP Business Workflow Maintain Standard Settings. Use Auto Customization of Standard Workflow Settings 1.2. Define receiving e-mail addresses In the SAP Menu, choose Interaction Center E-Mail Response Management System Settings Define Receiving E-Mail Addresses/Fax Numbers. Transaction code: CRMC_IC_AUIADDR 2009 SAP AG 3
1.3. Assign receiving e-mail addresses to ERMS workflow. In the SAP Menu, choose Interaction Center E-Mail Response Management System Settings Maintain Recipient Distribution. (Transaction code: SO28) New Recipient has to be select based on SAP Object Instance ERMS Support 2 Note: Use Transaction code SO16 to enable SAP Object Instance if not already active 2009 SAP AG 4
1.4. Assign agents for e-mail handling. In the SAP Menu, choose Interaction Center E-Mail Response Management System Settings Assign Agent for E-Mail Handling (Transaction code: CRM_ERMS_WF_CUST) Choose Assign Agents. Classify the ERMS Decision as General Task (If No Agents needs to be assigned) Note: You can also Specify individual agents or agent groups to allow e-mail routing only to those agents, depending on the rules. 2009 SAP AG 5
1.5. Activate event linking. In the SAP Menu, choose Interaction Center E-Mail Response Management System Settings Assign Agent for E-Mail Handling. Choose Activate Event Linking. 1.6. Define outgoing e-mail addresses (Transaction code: CRM_ERMS_OUTG_EMAIL) 1.7. Define service manager profiles In Customizing, choose Customer Relationship Management E-Mail Response Management System Service Manager Define Service Manager Profiles Check if the Service Manager Profile E2C is available 2009 SAP AG 6
1.8. Assign service manager profiles In Customizing, choose Customer Relationship Management E-Mail Response Management System Service Manager Assign Service Manager Profiles 1.9. Assign standard tasks to communication methods In Customizing for Customer Relationship Management under Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Assign Standard Tasks to Communication Methods. Choose INT as the communication method for Object ID 207914. 2009 SAP AG 7
1.10. SCOT Settings Transaction SCOT calls the admin interface of SAPconnect. Under Settings Inbound Processing maintain the following entries. 1.11. Define Receiving Email/Fax Settings In Customizing for Customer Relationship Management under Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Define Receiving E-mail/Fax Settings. 2009 SAP AG 8
2. Creation of a new E2C service In Customizing, choose Customer Relationship Management Basic Functions Email2CRM Email2CRM: Service Maintenance 2.1. Open E2C Service Definition and choose Insert Row to create a new service. Customer Relationship Management Basic Functions Email2CRM Email2CRM: Service Maintenance Enter a name for the service. Under the column Service Type, choose Create. Assign the respective function module. Finally, enter a description for the service and save. Note: 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. 2009 SAP AG 9
2.2. Select the service and choose Input Parameter Mapping Choose the required parameters from the list of available parameters by selecting the checkbox Included. Note: 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". 2.3. Choose Output Parameter Mapping. Select the Included checkbox for the chosen output attribute. A parameter can be added to the subject line of the responding e-mail by selecting the Add E-Mail Subject checkbox. 2.4. Define user (employee ID) based authorization for the service by assigning the user IDs. 2009 SAP AG 10
2.5. Define role based authorization for the service. 3. Additional steps 3.1. BADI Implementation Use Transaction SE19 to implement the BADI CRM_E2C_BADI 2009 SAP AG 11
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4. Testing the Configuration 2009 SAP AG 15
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Related Contents Setting Up ERMS http://help.sap.com/saphelp_crm70/helpdata/en/04/fb1693963d4a189094776685df42db/frameset.htm SAP Notes to be implemented 0001398236 Deactivation of default implementation for CRM_E2C_BADI 0001401384 CRM via Email: Email not sent out of CRM system How-To Guide: CRM via E-Mail Tool Set (http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/e0c85a3a- 1c83-2c10-82b8-8c7eb459418e&overridelayout=true) For more information, visit the Customer Relationship Management homepage. 2009 SAP AG 17
Disclaimer and Liability Notice This document may discuss sample coding or other information that does not include SAP official interfaces and therefore is not supported by SAP. Changes made based on this information are not supported and can be overwritten during an upgrade. SAP will not be held liable for any damages caused by using or misusing the information, code or methods suggested in this document, and anyone using these methods does so at his/her own risk. SAP offers no guarantees and assumes no responsibility or liability of any type with respect to the content of this technical article or code sample, including any liability resulting from incompatibility between the content within this document and the materials and services offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of this document. 2009 SAP AG 18