Avoid Pitfalls When Setting Up the Agent Inbox in SAP CRM 2007

  • by Katrina Burke, Senior CRM Consultant, SAP Australia
  • April 28, 2009
The agent inbox in SAP CRM Interaction Center can be a centralized location to receive customer and supplier emails. An incoming email triggers a standard workflow, which routes the workflow object to your agent inbox. Find out the client-independent and client-dependent settings you need to make this work.
Key Concept

The Interaction Center agent inbox receives emails from your customers and suppliers. It allows your interaction center staff to search, filter, and interact with inbound emails from within SAP CRM. The agent inbox also enables you to track and store all incoming email communications.

When implementing SAP CRM Interaction Center (IC), a common piece of functionality to implement is the IC agent inbox. The agent inbox, like any email inbox such as Lotus Notes or Microsoft Outlook, receives incoming communication from your external parties (e.g., customers and suppliers). These inbound communications may take the form of faxes, emails, or workflow tasks. Within the agent inbox, your call center staff has a centralized management tool to track, allocate, and act on inbound communications. The agent can select an incoming communication, read the contents, and then perform follow-up activities.

Although the process is relatively simple, many steps are involved in the setup. You need to remember quite a few things in the initial setup, as well as any subsequent setups when you create new environments over the project’s life cycle. I will take you through a step-by-step guide to implementing a single IC agent inbox to receive your customer and supplier queries via email into IC. This article applies to SAP CRM 2007.

The assumption with the following configuration is that you have already routed your email into SAP CRM. Your Basis team normally performs this work, which involves routing your customer service email from your email server into SAP CRM. The Basis team should also configure SAPConnect to have a node for receiving inbound emails. This is usually referred to as the SMTP node. After this is finished, you need to perform transportable configuration tasks and client-specific master data settings.

Katrina Burke

Is a senior CRM consultant at SAP Australia. Working as an SAP consultant for 13 years, initially Katrina was entrenched in ABAP and SAPScript. In later projects in both Asia and Europe, Katrina worked as a development manager and HR Payroll consultant. Most recently Katrina has been working at SAP as a CRM consultant specializing in business partner, marketing, and opportunity management. In her current CRM consulting role, she has been working with SAP CRM 2006s.

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