Configuring Communication Channels

E-mail Outbound Scenarios

In SAP Sales Cloud Version 2, outbound e-mails can be managed through two distinct methods: manual e-mails and automatic e-mails. These options cater to various needs and situations within the sales process.

Manual E-mail Scenario

In the manual e-mail scenario, sales representatives or sales agents can send tailored e-mails to customers based on specific business needs. While working on leads, opportunities, or sales quotes, they can conveniently create e-mails from the respective object's interface.

Business users can draft and send e-mails directly from the system's integrated e-mail editor, giving them precise control over client communication.

Key features of the manual e-mail process include:

• E-mail Templates: Users can use pre-defined e-mail templates to save time and maintain communication consistency. These templates offer pre-formatted content and placeholders for quick personalization.
• Flexible E-mail Channels: Creating objects like leads offers a flexible e-mail setup. A generalized e-mail channel labeled "General" allows users to send e-mails directly from a leads object without needing a dedicated channel.
• Object-Specific E-mail Channels: Other objects, such as opportunities and sales quotes, need their own dedicated e-mail channels. To enable manual e-mail sending from these objects, specific e-mail channels must be configured for each.

This structured approach ensures that sales representatives can efficiently communicate with clients. At the same time, they can easily adapt to the unique requirements of each sales object while maintaining a consistent and professional tone.

In the automatic email scenario within SAP Sales Cloud Version 2, administrators can configure autoflows to send emails automatically. For them to be sent, certain predefined must be conditions met. These conditions include specific events, activities, or data changes. Once triggered, the system sends out emails without manual intervention, simplifying communication and ensuring timely customer interactions. Autoflows can be set up for specific objects such as opportunities and sales quotes, with emails sent as part of a sequence of automated actions.

Key benefits of the automatic e-mail scenario:

• Keeps consistency in communication
• Ensures that important touchpoints aren't missed
• Allows for timely updates when customers reach specific sales pipeline stages or milestones

When setting up autoflows for objects like opportunities and sales quotes, administrators can choose between two types of email channels:

1. "General" object type e-mail channel. This choice will send autoflows through the same general channel used for manual emails in various objects. Triggering conditions need to be met for autoflows to be sent. The use of one channel for both manually and automatically generated e-mails helps keep the approach to communication consistent.
2. "Object Specific" type of e-mail channel. For this type, specifically tailored e-mail channels must be set up for opportunities and sales quote-related e-mails. These channels are only for sending autoflows, triggered by predefined conditions, associated with these objects.

By using autoflows and configuring email channel types, administrators can improve the efficiency and effectiveness of automated email communication within SAP Sales Cloud.

In SAP Sales Cloud Version 2, the administrator is responsible for configuring both inbound and outbound e-mail channels. These channels enable communication between the SAP Sales Cloud system and external e-mail services. This communication facilitates seamless interactions with customers and stakeholders.

It's important to note that the parameters needed for setting up these e-mail channels stay consistent, regardless of whether they're used for inbound or outbound scenarios.

The key parameters necessary for the setup of e-mail channels are as follows:

Channel Name

The channel name is a descriptive identifier that helps differentiate one e-mail channel from another within the SAP Sales Cloud system. 

Channel E-mail

The channel e-mail address serves as the unique e-mail identifier of a specific e-mail channel. This address acts as the point of contact for sending and receiving e-mails through the SAP Sales Cloud system. It's important that each e-mail channel is assigned a distinct e-mail address to avoid any confusion or conflicts.

Also, it's important to highlight that the channel e-mail address must be unique across all e-mail channels, whether active or inactive. This constraint prevents any confusion or conflicts that may arise from having the same e-mail address associated with multiple channels.

Sender Name

The sender name, formerly known as "display name", is the recognizable label that appears when recipients view e-mails originating from the SAP Sales Cloud system. It's meant to provide context and recognition to recipients. A familiar name helps recipients to identify the source of the e-mail and facilitates a more personalized and professional communication experience. The administrator can either set a name or use the name of the logged in user.

Object

The "Object" parameter refers to the specific entity or module within the SAP Sales Cloud system that the e-mail channel is associated with. This could be related to leads, opportunities, quotes, or other relevant components of the sales process. Associating the e-mail channel with a specific object makes sure that the communication is relevant and properly directed to the appropriate context within the system.

After setting the required parameters and selecting the desired object, the e-mail channel must be activated before it can be used.

The activation process is a two-step verification process needed before the channel is activated.

1. The administrator performs the request for activation.
2. A message is sent to the channel e-mail address with a verification code.
3. The administrator enters the activation code in the system.
4. A second message is sent from the verification service with a link that the administrator uses to activate the channel.

Once a channel is in active status, the administrator can edit all attributes of the channel, except the channel e-mail address.

SAP Sales Cloud Version 2 offers many template types such as:

• Branding Template
• Response Template
• Signature Template
• Campaign Template

Using e-mail templates in sales processes offers several benefits that contribute to efficiency, consistency, and improved communication. Here are some of the key advantages:

• Time saving: E-mail templates provide pre-defined content and formatting. Sales professionals can quickly compose e-mails without starting from scratch every time. This saves valuable time, especially when sending repetitive or routine messages.
• Consistency: E-mail templates ensure that all communication keeps consistent in tone, branding, and messaging. This consistency reinforces a company's image and helps build trust and familiarity with recipients.
• Professionalism: Well-designed e-mail templates improve the professionalism of communications. They offer a polished and well-structured appearance, which can positively influence how well recipients perceive messages. 
• Accuracy: Templates reduce the risk of communication errors. Critical information such as product details, pricing, terms, and contact information can be correctly included in every e-mail, reducing the likelihood of mistakes.
• Personalization: While templates provide a foundation, they can still be customized to add a personal touch. Sales professionals can personalize specific sections of the template to address the recipient's unique needs or reference recent interactions.

Administrators maintain e-mail templates and must first prepare an HTML template layout. They can incorporate technical placeholders within these templates, allowing for the dynamic insertion of data from associated object records when the template is used. 

Once the template is complete, it must be uploaded along with any standard attachments specific to the template. Furthermore, administrators can use placeholders to automatically retrieve and include data from associated objects within the system.

Administrators can access the E-mail Monitoring tool via the following path:

1. User Menu
2. Settings
3. E-mail
4. Inbound/Outbound Monitoring

E-mail monitoring is a feature that involves tracking and analyzing e-mail communications sent and received within the solution.

This feature improves communication effectiveness and offers insights into communication patterns and trends. E-mail monitoring in the context of SAP Sales Cloud Version 2 can be applied to business operations and security.