Fax documents from CRM

[Former Member]

Hello All,

We have a requirement of enabling users so that they can fax documents from CRM.

General business process would be call center agents attending calls and they need ability to send Fax directly to customers. The documents would be installation guides, help brochures and etc.

Has anybody done this kind of configuration or enhancement before ?

Any suggestion will be much appreciated.

Regards,

Shabbir

[Former Member · Accepted solution]

Hi Shabbir,

You can use CRM actions to trigger fax documents from CRM.

For this to work, you first need to have smartform created for the fax content. a class and method need to be created for creating the smartform at runtime.

Next you need to define an action profile and action definition. User action type as "smartform fax" and you can make this action partner dependent if you want system to automatically pick the partner and retrieve the fax number maintained in partner's BP.

SAPConnect settings need to be completed by your Basis team to send the message to fax.

Hope this helps.

Regards,

Divya

[Former Member · Accepted solution]

Hi Divya,

Thanks a lot for your response.

But our scenario is something like this,

1) Agent is on call with the customer in an inbound call center scenario

2) Agent answers customers and customer wants to receive a handbook, product manual, safety instructions via fax

3) While agent is on call, agent should be able fax those materials which would be in the form of pdf or doc from CRM UI

Hope the requirement is clear now. Any help on this is much appreciated.

Regards,

Shabbir

[Former Member · Accepted solution]

Hi Shabbir,

So you want the IC agents to be able to manual send fax to customer. If that's the case, you can use standard work center IC_FAX for your IC agent business role.

Also please check with your Basis team if they have done the SAPConnect settings for Fax communications.

This should work in std way.

Hope this helps.

Regards,

Divya

[Former Member · Accepted solution]

Hi Divya,

Thanks a lot.

I totally missed out on this standard work center provided as part of the Interaction Center role.

Appreciate your response on this.

Regards,

Shabbir