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SAP CRM 7.0 EHP1 December 2011 English CRM Interaction Center E-Mail Settings (C4B) Building Block Configuration Guide SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany SAP Best Practices CRM Interaction Center - E-Mail Settings (C4B) - Configuration Guide Copyright © 2012 SAP AG. All rights reserved. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. 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The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. © SAP AG Page 2 of 20 This includes file and directory names and their paths. EXAMPLE TEXT Names of elements in the system. These are words or characters that you enter in the system exactly as they appear in the documentation. screen titles. upgrade and database tools.E-Mail Settings (C4B) . titles of graphics and tables. These include report names. © SAP AG F2) or the Page 3 of 20 . Example text Screen output. transaction codes. for example. EXAMPLE TEXT Keys on the keyboard. pushbuttons as well as menu names. names of variables and parameters as well as names of installation.Configuration Guide Icons Icon Meaning Caution Example Note or Tip Recommendation Syntax Typographic Conventions Type Style Description Example text Words or characters that appear on the screen. Example text Emphasized words or phrases in body text. <Example text> Variable user entry. for example. table names. These include field names. SELECT and INCLUDE. Example text Exact user entry. messages. Cross-references to other documentation. program names. function keys (such as ENTER key.SAP Best Practices CRM Interaction Center . when surrounded by body text. and individual key words of a programming language. Pointed brackets indicate that you replace these words and characters with appropriate entries. paths and options. source code. .........Configuration Guide Contents 1 Purpose........1................................E-Mail Settings (C4B) .9 3.........3.......1 Setting Up Routing for Inbound E-Mails........................................................2..........14 3........................2.....2.................................3 Creating E-Mail Templates.............................2...................2 Maintaining Recipient Distribution.........14 3.................................4 Maintaining E-Mail Addresses for System User....................................3 Maintaining Service Manager Profile.19 3.......3 Maintaining Inbound Processing............................................................. 10 3.........3..............................................15 3.................................................4 Defining Receiving E-Mail Settings..............................................7 3.........16 E-Mail Settings....................2 Defining Rules with Rule Modeler.....2............20 © SAP AG Page 4 of 20 ...............................................2 Assigning Standard Tasks to Communication Methods.................................. 17 3...................................................2.............................................................2..........................1 Checking Mail User................6....................................5 3..............................1 IC Business Role.......................................6...........................19 3... 17 3.........................................10 3...............11 3......................................................................................1......................SAP Best Practices CRM Interaction Center ......................................................12 3.......2..12 3....3 Defining Receiving E-Mail Addresses.......................................4 Defining Standard Response Group......................................................6 3.....17 3.........5 Setting Up Background Job for E-Mails..................1.............................1 3 Prerequisites.............3........................1....................6...............15 3........................5 Defining Reply Addresses for Automatic E-Mail Acknowledgement........................4 Assigning Service Manager Profile...............................2...............................................................................................................13 3...............3.................2 Defining Toolbar Profile.............1 Defining Outgoing E-Mail Address Group..2......... 9 3................................................................2 Agent Inbox.......................................................................................2.. 5 Configuration................... 5 2...............3............................ 5 3............................. 5 3............................................................3 Defining Agent Inbox Profile...............................................................1...............................................................7 3...................1 Checking Workflow.......6.......................... 5 2 Preparation...... 14 3.................................6 E-Mail Inbox...............5 Defining E-Mail Profile............................................................................ SAP Best Practices CRM Interaction Center . Access the activity using the following navigation options: Transaction code SPRO SAP CRM IMG menu Customer Relationship Management  Interaction Center WebClient  Basic Functions  Communication Channels  Define Outgoing E-Mail Address Groups © SAP AG Page 5 of 20 . Sales and Service.E-Mail Settings (C4B) .1 Prerequisites Before starting with the installation of this building block. 2 Preparation 2. Please be aware that the content of this guide is based on SAP CRM 7.1 Defining Outgoing E-Mail Address Group Use The purpose of this activity is to define the email address for outgoing emails in the interaction center. Prerequisites The email configuration using SAPconnect has been technically set up.0 EHP1 with SPS05.1. Ask your system administrator for details. please have a look at the document Quick Guide to Installing SAP Best Practices for CRM. Procedure 1. 3 Configuration 3.E-Mail Settings: Configuration Guide 1 Purpose This configuration guide provides the information you need to set up the configuration of this building block manually.1 IC Business Role 3.E-Mail Settings contains all the necessary steps which are basic for the configuration of e-mail processing with any Interaction Center WebClient scenario for Marketing. The building block CRM Interaction Center .Configuration Guide CRM Interaction Center . .Configuration Guide 2. In order to create a new outgoing e-mail address group. 3.g. 3. To get the correct domain. Access the activity using the following navigation options: Transaction code SPRO SAP CRM IMG menu Customer Relationship Management  Interaction Center WebClient  Basic Functions  Communication Channels  Define Toolbar Profiles 2. and from the menu choose Settings  Default Domain.. Unflag all except for E-Mail Buttons. call transaction SCOT. In the following dialog box choose copy all and confirm the information message. Press Enter. 5. 3.g. 7. Maintain the following values (and keep the others unchanged): Field name User action and values Address Group YBP_EMAIL_SRV Address/Number <name>@<domain> (e. Press Enter. © SAP AG Page 6 of 20 .. SERVICE@<domain>) 8. Procedure 1. highlight address group Default and choose Copy As... Save your settings..E-Mail Settings (C4B) . 6. 5.2 Defining Toolbar Profile Use The purpose of this activity is to define the buttons which are available to the agent when logged on to the system.1.. Highlight the toolbar profile DEFAULT and choose Copy As. Press Enter. Save your settings.. Maintain the following values (and keep the others unchanged): Field name User action and values Profile ID YBP_EMAIL_PROFILE Description BP Profile with E-Mail buttons 4. MAILADM@<domain>) 4.SAP Best Practices CRM Interaction Center . 9. 6. Maintain the following values (and keep the others unchanged): Field name User action and values Address Group YBP_EMAIL Address/Number <name>@<domain> (e. Again highlight address group Default and choose Copy As. Enter the following values: Field name User action and values ID YBP_COMPLAINT Description BP E-Mail Complaint Attribute Context ERMS Subject <as provided by the customer> Mail Text <as provided by the customer> Using the Attribute button you can insert values like the contact’s name into the text of the mail. open the new e-mail template and choose More -> Translate from the application toolbar. Choose Save and Back to save the new e-mail template. This would then be set up in the system following the steps described below. To carry out the activity. 9.1.3 Creating E-Mail Templates Use The purpose of this part is to describe the way to create e-mail templates. Save your settings. These templates are used by the agents to provide standardized answers. Highlight the new profile and open view E-Mail Layout Buttons with double-click. Maintain the following values: Field name User action and values Text Element ID <select available ID> Translate Info <select the according language> Text Element Description DE BP E-Mail Reklamation © SAP AG Page 7 of 20 . You are logged on to the CRM WebClient with user IC_MAN and password welcome. Procedure 1. In order to maintain a translation. 5. Save your entries. Result A lean toolbar was defined removing buttons not required for this scenario. choose the following navigation option: SAP CRM WebClient menu Knowledge Management  Search: Mail Forms 2. 10. Choose New.E-Mail Settings (C4B) .Configuration Guide 7.SAP Best Practices CRM Interaction Center . Prerequisites The customer has provided the template texts as an answer to the questionnaire. Delete buttons except for End. 4. 3. 3. 6. 8. Maintain the following values: Field name User action and values Text Element ID <select available ID> Translate Info <select the according language> Text Element Description DE BP Nachverfolgungskennzeichen Text Element Description ES BP Indicador de seguimiento Text Element Description PT BP Código de Rastreamento Text Element Description ZH BP 追踪标识 Text Element Description FR ID de suivi BP Text Element Description JA BP トラッキング ID Text Element Description RU BP ID отслеживания Text Element Description IT BP Id tracking Text Element Description KO BP 추적번호 Text Element Description TR BP ID İzleme © SAP AG Page 8 of 20 .Configuration Guide Field name User action and values Text Element Description ES BP Reclamación por E-Mail Text Element Description PT BP Reclamação por e-mail Text Element Description ZH BP 电邮投诉 Text Element Description FR E-mail de réclamation BP Text Element Description JA BP 苦情 E メール Text Element Description RU BP Отправка жалобы по электронной почте Text Element Description IT BP e-mail di reclamo Text Element Description KO BP e-mail 불만 Text Element Description TR BP E-Posta Şikayeti Subject <Maintain translation as provided by the customer> Mail Text <Maintain translation as provided by the customer> 7. open the new e-mail template and choose More -> Translate from the application toolbar. 9. In order to maintain a translation. Choose Save and Back to save the new e-mail template. 12. Choose New again. Choose Confirm and Back. 11.E-Mail Settings (C4B) . 8.SAP Best Practices CRM Interaction Center . Enter the following values: Field name User action and values ID YBP_TRACKING_ID Description BP Tracking ID Attribute Context ERMS Subject <as provided by the customer> Mail Text <as provided by the customer> 10. Configuration Guide Field name User action and values Subject <Maintain translation as provided by the customer> Mail Text <Maintain translation as provided by the customer> Result Two e-mail templates have been created as examples. Result A new standard response group YBP_RESP_GRP has been created to be assigned to to the proper e-mail profile. Procedure © SAP AG Page 9 of 20 . Access the activity using the following navigation options: Transaction code SPRO SAP CRM IMG menu Customer Relationship Management  Interaction Center Webclient  Basic Functions  Communication Channels  Define Standard Response Groups 2. Choose New Entries. Ask your system administrator for details.4 Defining Standard Response Group Use You use this customizing activity to define a standard response group with templates which can be used by agents when sending e-mails. 3. Maintain the following values: Std Response Group Form Name YBP_RESP_GRP YBP_COMPLAINT 4. Prerequisites The email configuration using SAPconnect has been technically set up. 3.1. The responses appear in a dropdown box in the e-mail screen of the interaction center agent. Choose Save.5 Defining E-Mail Profile Use The purpose of this activity is to define the email profile for sending out emails.E-Mail Settings (C4B) . 3. Procedure 1.SAP Best Practices CRM Interaction Center .1. The e-mail templates have been defined (see chapter Creating E-Mail Templates). you need to maintain translation-sensitive data (descriptions. Maintain the following values (and keep the others unchanged): Field name User action and values Profile ID YBP_EMAIL Description BP E-Mail Profile Outgoing Addr. When creating new data manually (not using the BC Set) for both languages (EN and DE).) twice..2 Agent Inbox 3. Maintain the following values (and keep the others unchanged): Field name User action and values Profile ID YBP_EMAIL_SRV Description BP E-Mail Profile Service Outgoing Addr. Save your settings. 3... after having logged on the system with the appropriate language (EN).Configuration Guide 1. sales and service area. If you want to distinguish within the Interaction Center organization between. 5. In order to create a new e-mail profile. you need to create two mail users.g..g. titles.1 Checking Mail User Use You need at least one system user for sending e-mails from and receiving e-mails into the Interaction Center. highlight the profile Default and choose Copy As. texts etc. 6. one for each area/scenario. Again highlight the profile Default and choose Copy As... Group YBP_EMAIL_SRV Reply To Address <name>@<domain> (e. Group YBP_EMAIL E-Mail Provider Agent Inbox 4. SERVICE@<domain>) Errors To Address <name>@<domain> (e. © SAP AG Page 10 of 20 . SERVICE@<domain>) E-Mail Provider Agent Inbox Std Response Group YBP_RESP_GRP Tracking Text Form YBP_TRACKING_ID Tracking Text on Reply 7.E-Mail Settings (C4B) . 3. Access the activity using the following navigation options: Transaction code SPRO SAP CRM IMG menu Customer Relationship Management  Interaction Center WebClient  Basic Functions  Communication Channels  Define E-Mail Profiles 2.SAP Best Practices CRM Interaction Center . for example. Save your settings.2. Procedure 1.Configuration Guide You can skip this step if a mail user has already been created by the administrator.. Access the activity using one of the following navigation options: Transaction code SU01 SAP CRM menu Architecture and Technology  System Administration  User Maintenance  Users 2. welcome Repeat password e.E-Mail Settings (C4B) . Check if user MAILADM has already been created. welcome Profiles tab page Profile S_A. On the different tab pages maintain all mandatory fields.. 3.g. particularly the following data: Field name Value Address tab page E-Mail <userid>@<domain> Comm. Method RML (Remote Mail) Logon data tab page User Type System Initial password e.2.g. If not. 3.SCON 4.SAP Best Practices CRM Interaction Center . Access the activity using one of the following navigation options: Transaction code CRMC_IC_AUICOMM SAP CRM IMG menu Customer Relationship Management  Interaction Center WebClient  Agent Inbox  Settings for Asynchronous Inbound Processing  Assign Standard Tasks to Communication Methods 2.2 Assigning Standard Tasks to Communication Methods Use In this activity. Procedure 1. Choose New Entries: Object ID Comm method 207914 INT © SAP AG Page 11 of 20 . Save your entries. enter MAILADM in field User (for example MAILADM) and choose Create. Prerequisites ERMS is used. you define the standard task to communication methods. © SAP AG Page 12 of 20 . Choose New Entries and make the following entries according to your data one after another: When creating new data manually for both languages (EN and DE).) twice. Prerequisites Depending upon which options you configure in this step. To get the correct domain.3 CRM Interaction Center .Configuration Guide Defining Receiving E-Mail Addresses Use In this activity. Save your settings.E-Mail Settings (C4B) . Prerequisites E-mail addresses have been maintained in the system. after logging on to the system with the appropriate language (EN and/or DE). and whether or not an automatic reply is sent.2. you define incoming e-mail addresses and fax numbers for the Agent Inbox. Marketing campaign determination (using the corresponding standard task of SAP Business Workflow) is enabled by default. Procedure 1. Address/Number Description <userid>@<domain> (see above chapter Checking Mail User) MAILADM SERVICE@<Domain> Service 3. what calendar the escalation uses to identify working times for your contact center. call transaction SCOT. the following items may need to be maintained first:  The standard task of SAP Business Workflow (to handle automatic e-mail acknowledgement).4 Defining Receiving E-Mail Settings Use In this activity you define settings for the receiving e-mail addresses. titles. and from the menu choose Settings  Default Domain. Access the activity using one of the following navigation options: Transaction code CRMC_IC_AUIADDR SAP CRM IMG menu Customer Relationship Management  Interaction Center WebClient  Agent Inbox  Settings for Asynchronous Inbound Processing  Define Receiving E-Mail Addresses/Fax Numbers 2.2. 3. texts etc. This task must be configured to define the reply text.SAP Best Practices 3. you need to maintain translation-sensitive data (descriptions. how soon items are escalated. Settings include the workflow priority of the work item created. Choose New Entries and make the following entries according to your data: Field name User action and values Reply Address <userid>@<domain> © SAP AG Page 13 of 20 . Procedure 1.SAP Best Practices CRM Interaction Center .Configuration Guide  Factory calendar  Time period for deadline monitoring Procedure 1. Save your settings. 4. Access the activity using one of the following navigation options: Transaction code CRMC_IC_AUIGNADR SAP CRM IMG menu Customer Relationship Management  Interaction Center WebClient  Agent Inbox  Settings for Asynchronous Inbound Processing  Define Receiving E-Mail/Fax Settings 2. Access the activity using one of the following navigation options: Transaction code CRMC_IC_AUI_GEN SAP CRM IMG menu Customer Relationship Management  Interaction Center WebClient  Agent Inbox  Settings for Asynchronous Inbound Processing  Define Reply Addresses for Automatic E-Mail Acknowledgement 2.5 Defining Reply Addresses for Automatic E-Mail Acknowledgement Use In this activity you provide the reply address for automatic e-mail acknowledgements. Choose New Entries and make the following entries according to your data: Field name User action and values Address / Number <userid>@<domain> Ask your system administrator for the correct e-mail address For testing purposes you can use the example defined (here: MAILADM@<domain> Comm. 3. Method INT Workflow Priority 4 High 3. Result You have defined your receiving e-mail settings. When a customer receives an automatic acknowledgement via e-mail.E-Mail Settings (C4B) . this is the address that appears as the sender address. 3. Choose Display -> Change if necessary to enter the edit mode.2. Repeat step 2 for SERVICE@<Domain>. 2. 7. Choose tab page Addressing and select the address SAP Business Objects. In the next dialog box use the input help to select the correct receiver address (here: MAILADM@<domain>). 3. Choose Insert line. Save your settings.1 Setting Up Routing for Inbound E-Mails Procedure 1. In column Recipient enter the e-mail address where an e-mail can be sent to your system (for example. 8. 9. Procedure 1. 3.SAP Best Practices Field name CRM Interaction Center . Access the activity using the following navigation option: SAP CRM transaction code So16 2.2. Result The reply address for automatic outbound emails has been defined. Choose SAP object instance and choose Continue. 3. Repeat steps 2-7 for SERVICE@<Domain>.6. Result The recipient determination for incoming e-mails is defined.E-Mail Settings (C4B) . Save your entry. Access the activity using one of the following navigation options: Transaction code So28 SAP CRM menu Interaction Center  Interaction Center WebClient  Administration  Agent Inbox  Maintain Recipient Distribution 2.Configuration Guide User action and values Ask your system administrator for the correct e-mail address For testing purposes you can use the example defined (here: MAILADM@<domain> 4. © SAP AG Page 14 of 20 .2 Maintaining Recipient Distribution Use The purpose of this activity is to define a recipient determination for incoming e-mails.2.6 E-Mail Inbox 3. 3. MAILADM@<domain>.6. Choose Continue and save your entries. In the next dialog box highlight object type ERMS2 and choose Continue. see section Defining Receiving E-Mail Addresses). Select field New recipient and choose the input help. 4. 6. 5. Type Recipient Address Doc. Result The recipient determination for incoming e-mails is defined.SAP Best Practices 3.6. 3.2.Configuration Guide Maintaining Inbound Processing Use The purpose of this activity is to check the entries for the inbound processing. IC_AGENT_SRV. Type Recipient Address Doc. Class Exit Name Call Sequ. Class Exit Name Call Sequ. Procedure 1. delete it: Comm. Access the activity using one of the following navigation options: Transaction code SU01 SAP CRM menu Architecture and Technology  System Administration  User Maintenance  Users 2.2. and IC_AGENT_SAL.3 CRM Interaction Center . Choose Insert Row and maintain the following entries one after another: Comm. 3.6. Check if the following entries exist. Internet Mail MAILADM@<domain> ICS CL_RMPS_PRO_MIME_HANDLING 1 Internet Mail MAILADM@<domain> ICS CL_RMPS_INCOMING_MAIL 2 Internet Mail MAILADM@<domain> ICS CL_APPOINTMENT_REPLY 3 Internet Mail SERVICE@<domain> ICS CL_RMPS_PRO_MIME_HANDLING 1 Internet Mail SERVICE@<domain> ICS CL_RMPS_INCOMING_MAIL 2 Internet Mail SERVICE@<domain> ICS CL_APPOINTMENT_REPLY 3 3. Access the activity using one of the following navigation options: SAP CRM transaction code So50 2. If the following entry exists.E-Mail Settings (C4B) . Save your settings. Internet Mail * ICS CL_APPOINTMENT_REPLY 1 4.4 Maintaining E-Mail Addresses for System User Use The purpose of this activity is to check if the receiver user has maintained e-mail addresses for processing. otherwise add the following information to each relevant system users: © SAP AG Page 15 of 20 . Procedure 1. Search for and select the system users being relevant for your scenario of IC_AGENT_MKT. Main Category Description Sort INT E-Mail 5 4. Select profile YBP_INBOX and open view Assign Main Categories with double-click. you need to maintain translation-sensitive data (descriptions. Access the activity using the following navigation options: Transaction code SPRO SAP CRM IMG menu CRM  Interaction Center WebClient  Agent Inbox  Define Inbox Profiles 2. Save your settings. after having logged on the system with the appropriate language (EN and/or DE). 3. © SAP AG Page 16 of 20 . 3.Configuration Guide Field name Value Comment E-Mail <userid>@<domain> Represents the recipient address (for example. Procedure 1. 5.SAP Best Practices CRM Interaction Center . Repeat steps 2 and 3 for E-Mail SERVICE@<Domain>. Result The recipient determination for incoming e-mails has been defined. Result You have assigned a main category to the agent inbox profile YBP_INBOX.7 Defining Agent Inbox Profile Use With this activity you define the inbox profile that determines which entries are displayed in the dropdown list boxes of the Inbox Search. Save your settings.2. MAILADM@<domain>) Comm. Choose New Entries and enter the following entries: When creating new data manually (not using the BC Set) for both languages (EN and DE). texts etc.E-Mail Settings (C4B) . titles. Prerequisites You have defined your item categories for searches. Method E-Mail 4.) twice. 3 E-Mail Settings 3. At Assign Agents. Procedure 1. which should receive the incoming mails. Access the activity using the following navigation option: SAP CRM WebClient UI menu © SAP AG Process Modeling  Rule Policies Page 17 of 20 . The incoming email address has been defined. Save your settings. Via transaction CRM_ERMS_WF_CUST (Assign Agent for E-Mail Handling). 3. Result Workflows can now be executed in the system. the ERMS decision TS 00207914 must be set as General Task. just activate the linkage. mark the decision and click on Attributes in order to select General Task.3. check if the following settings were set: - Event linkage ERMSSUPRT2MAILRECEIVED must be activated.1 Checking Workflow Use This procedure is a central step to allow the handling of incoming e-mail items.3. 3. If not. you create the rules that are used for the handling and routing of incoming emails. Prerequisites The organizational unit. Check if role Z_PCC_ERMS_ADMIN has been assigned to system user IC_MAN (in order to enable the input help for the Category Modeler and the Rule Modeler). Procedure 1. Log on to the CRM WebClient UI with the user IC_MAN and password welcome.Configuration Guide 3. the system will then route the emails to the appropriate service team. This is required for e-mail handling which is routed using workflows. has been defined. If this is not the case.E-Mail Settings (C4B) . Based on the rules defined. Choose button Perform Automatic Workflow Customizing (F9) for the runtime environment. Customize workflow by accessing the activity using the following navigation: Transaction code SWU3 SAP Menu Architecture and Technology  ABAP Workbench  Development  SAP Business Workflow  Utilities  Automatic Workflow Customizing 2.SAP Best Practices CRM Interaction Center .2 Defining Rules with Rule Modeler Use In this activity. In assignment block Rule Folder Details enter the following values: Field name User action and values Name Route E-Mail Description Routing for E-Mail 9. In the New Rule Policy web page dialog. Choose New. In assignment block Rule Details enter the following values: Field name User action and values Name BP E-Mail Rule 1 Description BP E-Mail Rule 1 12. In assignment block Policy Variant Details maintain the following description: Field name User action and values Description BP Default E-Mail Routing 7. 6. 3. In assignment block Policy select More  Check Draft Rules from the menu to check the new rule. In assignment block Actions choose Add Entry 15. maintain the following header data: Field name User action and values Context E-Mail Response Management System Rule Policy YBP_MAIL_RSP 4.Configuration Guide 2. Highlight rule folder Route E-Mail and choose New. 5. 10. 13. Select the following values entries (using the input help): Actions Name Value Description <ID> BP Service Call Center Actions/Parameters Route EMail Organizational Object In row Organizational Object select the relevant organizational unit for routing the emails to the Agent with user ID IC_AGENT_SRV. Choose OK.E-Mail Settings (C4B) . 11.SAP Best Practices CRM Interaction Center . In assignment block Policy highlight entry Active. 8. Select the following values entries (using the input help) one after another: Match Attribute Operator Value If E-Mail Original Recipient Contains MAILADM@<domain> or E-Mail Original Recipient Contains SERVICE@<domain> 14. Press Enter. 16. In assignment block Conditions choose Add Entry. © SAP AG Page 18 of 20 . In assignment block Policy highlight entry Draft Rules and choose New. 4. Highlight service RE_RULE_EXEC and double-click on view Properties.SAP Best Practices CRM Interaction Center .3. when called by the service manager. Procedure 1. Result You have defined a new rule for routing the e-mails to the relevant organization. If no problems were found select More  Release Draft Rules from the menu to release the new rule. assign the following value: Property ID Property Value POLICY YBP_MAIL_RSP Result The rule policy call has been verified in the service manager profile. and in what sequence.3. © SAP AG Page 19 of 20 . Choose New Entries. For property ID POLICY. 3.E-Mail Settings (C4B) . Save your entries. 3. The rule is now released and the e-mail routing is active.4 Assigning Service Manager Profile Use A service manager profile needs to be assigned to the incoming email addresses. Procedure 1. Access the activity using the following navigation options: Transaction code SPRO SAP CRM IMG menu Customer Relationship Management  E-Mail Response Management System  Service Manager  Define Service Manager Profiles 2. 18. 3.3 Maintaining Service Manager Profile Use Service manager profiles determine which services and related properties are executed or performed.Configuration Guide 17. Access the activity using the following navigation options: Transaction code SPRO SAP CRM IMG menu Customer Relationship Management  E-Mail Response Management System  Service Manager  Assign Service Manager Profiles 2. Highlight service manager profile DEFAULT and double-click on view Directly Called Services. 10. Enter Date and Time for the first Scheduled Start. 2. Log on to the CRM SAPGUI with the user POWER_USER. 5. Maintain the following values: Field name Value Job Name YBP_EMAIL_SEND_<client> 4. 6. Choose Start condition. 16.E-Mail Settings (C4B) . Enter 5 minutes as period. 12. 9. 13. 8. 15. © SAP AG Page 20 of 20 . 17. Procedure 1. Result Queued e-mails are sent out automatically by the system. 14.3. Maintain the following values: Field name Value Name RSCONN01 Variant SAP&CONNECTALL 7.SAP Best Practices CRM Interaction Center . Choose Save.5 Setting Up Background Job for E-Mails Use A background job for the report RSCONN01 to send e-mails has to be defined. Choose Back. Choose Save. Choose Period Values. Choose Save. Select Other as period value. Select Periodic Job. Choose Date/Time.Configuration Guide Adress/ Number Object ID Service Mgr Profile SERVICE@<Domain> 207915 DEFAULT MAILADM@<Domain> 207915 DEFAULT 3. Choose ABAP Program. Hit Enter. 11. Access the activity using the following navigation options: Transaction Code SM36 SAP CRM Menu Bar System  Services  Jobs  Define Jobs 3.