CRM_IC

Question

Hi Experts,
I am new to CRM, Can you guys explain me clearly.
When i go to transaction CRM_IC, in web client all the options (E-mail, Fax...) are appearing on my left hand side. Once i select E-Mail option, getting E-mail screen. In this screen i need to find out which objects are using. How can i find it? In the selection box (Std. Response) we need to add some forms. I want to find out which object is it? And how can i assign Form to that object?
Regards
Rajendra

Answer 1

Hi Rajendra,
First of all. This is what you should do:
In the Easy Acces Menu tx CRM_MENU.
Go in the menu to Interaction Center >Interaction center webclient>Email Response Management System>Administration>Maintain Mail Forms.
Here you create the standard responses you wish to use in the email. (create a few and remember the name e.g. Z_TEMPLATE1)
Then in the customizing (tx SPRO) go to CRM> Interaction center webclient>Basic Functions>Communication Channels>Define standard response groups.
Here you create a group (e.g. GROUP1 --> formname Z_TEMPLATE1). create as many entries in the same group as there are templates. (remember the group name)
Then in the customizing (tx SPRO) go to CRM> Interaction center webclient>Basic Functions>Communication Channels>Define outgoing Email Address groups.
Here you create a outgoing email address group (e.g. Z_SERVICEDESK --> emailaddress [email protected]). create as many outgoing email address groups as required. (remember the group name)
Then in the customizing (tx SPRO) go to CRM> Interaction center webclient>Basic Functions>Communication Channels>Define email profile.
Here you create an email profile (e.g. Z_PROFILE1). Within the profile specify the following:
Description
Outgoing Addr. Group Z_SERVICEDESK
Reply To Address     [email protected]
Errors To Address    [email protected]
Hide Elements        FIND INSERTLINK IMPORT EXPORT JUSTIFYRIGHT
Print Form Name      CRM_IC_APPL_MAIL_SIMPLE
Std Response Group   Z_GROUP1
Now link this profile to your webclient profile.
Then in the customizing (tx SPRO) go to CRM> Interaction center webclient>Define IC Webclient Profile.
Add the function profile EMAIL with the profile Z_PROFILE1 to your webclient profile.
This should do the trick.
By the way. You can indeed assign standard reponses to categories, but than still the above described procedure still needs to be implemented.
Hope this helps
Kind regards,
Micha