on 02-13-2012 2:46 PM
Hi Experts,
I have recieved a requirement to send automated customer feed back email when a agent finishes the call. Is there any SAP CRM standard functioanlity to do this or will i have to keep scanning Business activities to do this.
Thanks in advance for your valuable feedback
Hello, Sap_IsuAbap .
I think that there is no such standard functionality out of the box.
But some variants (more standard or less) come to my mind at once.
- create a follow up transaction from interaction record manually, which in turn will trigger a personalized e-mail action; Other option is to trigger action with e-mail from IR itself;
- using IDI functionality create a rule which will send an e-mail on ContactFinished event. This sending action need to be implemented;
- subscribe to IC event 'ContactFinished' by own class and handle this event sending e-mail to an appropriate partner;
- using Marketing Recurring campaign create a target group 'clients which called us today' (or something similar) and send them this e-mail regularly.
Personally I prefer the last option.
Hope this will help.
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