Managing Communication Channels

Email Outbound Scenarios

In SAP Sales Cloud Version 2, the system manages outbound emails through two distinct methods: Manual and automatic emails. These options cater to various needs and situations within the sales process.

Manual Email Scenario

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

Business users draft and send emails directly from the system's integrated email editor, giving them precise control over client communication.

Key features for the manual email process include:

• Email Templates: It uses predefined email templates to save time and keep communication consistent. These templates offer pre-formatted content and placeholders for quick personalization.
• Flexible Email Channels: It creates objects such as lead offers for a flexible email setup. A generalized email channel labeled "General" allows sending emails directly from a lead object without needing a dedicated channel.
• Object-Specific Email Channels: It offers other objects, such as opportunities and sales quotes. It needs its own dedicated email channels. To enable manual email sending from these objects, configure a specific channel for each.

This structured approach guarantees that sales representatives communicate effectively with clients. At the same time, they easily adapt to the distinct requirements of each sales object, while keeping a consistent and professional tone.

In the automatic email scenario in SAP Sales Cloud Version 2, administrators configure Autoflows and send emails automatically. The system needs to meet certain predefined conditions before sending them. These conditions include specific events, activities, or data changes. Once triggered, the system sends emails without manual intervention, simplifying communication and guaranteeing timely customer interactions. The system set up Autoflows for specific objects. It includes opportunities and sales quotes, with emails sent through automated actions.

Key Benefits for the Automatic Email Scenario:

• Keeps consistency in communication.
• Keeps important touchpoints.
• Allows for timely updates when customers reach specific sales pipeline stages or milestones.

Administrators choose between two types of email channels when setting up Autoflows for objects such as opportunities and sales quotes:

1. General Object Type Email Channel: This choice sends Autoflows through the same general channel used for manual emails in various objects. The system needs to meet triggering conditions for sending Autoflows. Using one channel for both manually and automatically generated emails keeps the communication approach consistent.
2. Object- Specific Type Email Channel: For this type, the system needs to set up tailored email channels for opportunities and sales quote-related emails. These channels are only for sending Autoflows, triggered by predefined conditions, and related to 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.

The administrator configures both inbound and outbound email channels. These channels enable communication between the SAP Sales Cloud system and external email services. This communication simplifies interactions with customers and stakeholders.

Key Parameters to Set Up Email Channels:

Channel Name

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

Channel Email

The channel email address serves as the distinct email identifier for a specific channel. This address acts as the point of contact for sending and receiving emails through the SAP Sales Cloud system. The system assigns each email channel a distinct email address to avoid any confusion or conflicts.

Also, the channel email address needs to be unique across all email channels, whether active or inactive. This constraint prevents confusion or conflicts arising from having the same email address across several channels.

Sender Name

The sender name, formerly known as "display name," shows as a recognizable label when recipients view emails created from the SAP Sales Cloud system. It offers the context and recognition to recipients. A familiar name helps recipients to identify the email’s source and encourages a personalized, professional communication experience. The administrator can either set a name or use the name of the currently logged-in user.

Object

The object parameter refers to the specific entity or module in the SAP Sales Cloud system to which the email channel relates. It includes leads, opportunities, quotes, or other relevant components of the sales process. Linking the email channel with a specific object guarantees that communication is relevant and proper to the system's context.

After setting the parameters and selecting the object, activate the email channel before using it.

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

1. The administrator requests the activation.
2. The system sends a message to the channel email address with a verification code.
3. The administrator enters the activation code in the system.
4. The system sends a second message from the verification service with a link that the administrator uses to activate the channel.
5. Once a channel is in active status, the administrator edits all attributes of the channel, except the channel email address.

SAP Sales Cloud Version 2 offers template types such as:

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

Email templates in sales processes offer several benefits, including efficiency, consistency, and improved communication. Here are some of the key advantages:

• Time saving: Email templates offer predefined content and formatting. Sales professionals compose emails without starting from scratch every time. It saves valuable time, especially when sending repetitive messages.
• Consistency: Email templates guarantee 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 email templates improve the professionalism of communication. They offer a well-structured appearance, which positively influences recipients’ attitudes towards messages.
• Accuracy: Templates reduce the risk of communication errors. The system includes critical information such as product details, pricing, terms, and contact information in every email, reducing the likelihood of mistakes.
• Personalization: While templates offer a foundation, the system still customizes them and adds a personal touch. Sales professionals customize specific template sections to address the recipient’s distinct needs or the recent reference interactions.

Administrators keep email templates and prepare an HTML template layout. They incorporate technical placeholders within these templates, enabling dynamic data insertion. Also, they use the template from the related object records. Once the template is complete, upload it along with any standard attachments specific to the template. Administrators use placeholders and automatically retrieve and include data from related objects within the system.

Administrators access the Email Monitoring tool through the following path:

1. User Menu
2. Settings
3. Email
4. Inbound/Outbound Monitoring

The Email Monitoring is a feature that tracks and analyzes email communications sent and received within the solution.

This feature improves communication effectiveness and offers insights into communication patterns and trends. The SAP Sales Cloud Version 2 applies the Email Monitoring in the context of business operations and security.