Creating BP and then a Lead transaction from the incoming Email.

[Former Member]

Hi CRM Gurus,

I am in a situation where our business needs to create a BP and then a Lead Transaction from the incoming mail from the customer.

Can some one please help me out with the configuration, which needs to be done to achieve the mentioned requirement.

Thanks in advance..

Cheers!!!

Ajay

[Former Member]

New development has to be done for achieving the required functionality.

The incoming mail ll trigger the SAP standard workflow and the same workflow has to be enhanced to maintain BP and lead transaction further.

Cheers!!!

Ajay

[Former Member]

This message was moderated.

[Former Member]

Hi

there is a workflow launched when incoming email which routes workflow item to agent.

you can copy it and extend for tasks with BP and Lead creation.

BR

Radek

[Former Member]

Hi Radek,

Being new into CRM environment, i didn't understand what you have explained in terms of workflow launch fro incoming email.

Can you please explain further, what steps needs to be configured into the system to have the BP and Lead Transaction created from Incoming email through ERMS.

Also, kindly help me to with the steps to extend the workflow.

Cheers!!!

Ajay

[Former Member]

Hi

this example is not for ERMS but in it there should be quite similar possibility.

for Interaction Center you have Agent Inbox functionality, in SPRO tcode your will find configuration for Agent Inbox, where you may review it. To find workflow which is used by system you may go to SWETYPV tcode and look for object CICSUPRT2 and event MAILRECEIVED. Or go to SWEL and check whuch workflows were executed at a time when email arrived.

Then best will be to copy this workflow in tcode SWDD to a new one, and set it in above configuration to be executed.

In SWDD in this workflow add tasks for BP creation and Lead creation. Possibly you will find methods to be used in tcode SWO1 for objects like Lead or Business Partner. Or you may develop yours object in SWO1 with own menthods, and use it later in SWDD for tasks creation.

Regards