Configuring Communication Channels

In SAP Sales Cloud Version 2, there are two distinct ways in which outbound emails are managed: manual emails and automatic emails. These scenarios cater to different needs and situations within the sales process.

In the manual email scenario, sales representatives or sales agents have the capability to send emails to customers based on specific business requirements.

This gives them a high degree of control over their communication with clients. When engaged with activities like working on Leads, Opportunities, or Sales Quotes, these sales professionals can compose and send emails directly from within the system's email editor. This editor is conveniently accessible from the respective object they are dealing with, such as Leads, Opportunities, or Quotes. Moreover, this manual email process allows them to make use of pre-defined email templates. These templates can be utilized when applicable, saving time and ensuring consistency in communication. The templates are designed to facilitate quicker drafting of emails by providing pre-formatted content and placeholders that can be filled in with specific details.

On the other hand, the automatic email scenario involves system administrators configuring the SAP Sales Cloud to automatically send emails based on certain predefined conditions. These conditions might be triggered by specific events, activities, or data changes within the system. Once these conditions are met and verified, the system takes over and sends out emails without the need for manual intervention by sales representatives or agents. This automated approach can streamline communication and ensure timely interactions with customers. For instance, if a customer reaches a particular stage in the sales pipeline or if certain milestones are achieved, the system can automatically send out emails containing relevant information or updates. This helps maintain consistency in communication and ensures that important touchpoints are not missed.

In the context of SAP Sales Cloud Version 2, Alan, who serves as an administrator, holds the responsibility of configuring both inbound and outbound email channels. These channels facilitate communication between the SAP Sales Cloud system and external email services, enabling seamless interactions with customers and stakeholders. It's important to note that the parameters required for setting up these email channels remain consistent, regardless of whether they will be used for inbound or outbound scenarios.

The key parameters necessary for the setup of email channels are as follows:

Channel Name

The channel name is a descriptive identifier that helps differentiate one email channel from another within the SAP Sales Cloud system. This name allows administrators, users, and other stakeholders to easily recognize and manage the various communication pathways established for inbound and outbound emails.

Channel Email Address

The channel email address serves as the unique email identifier associated with the specific email channel. This address acts as the point of contact for sending and receiving emails through the SAP Sales Cloud system. It is crucial that each email channel is assigned a distinct email address to avoid any confusion or conflicts.

Display Name

The display name is the recognizable label that appears when recipients view emails originating from the SAP Sales Cloud system. It is meant to provide context and recognition to recipients, helping them identify the source of the email and facilitating a more personalized and professional communication experience.

Object

The "object" parameter refers to the specific entity or module within the SAP Sales Cloud system that the email channel is associated with. This could be related to Leads, Opportunities, Quotes, or other relevant components of the sales process. Associating the email channel with a specific object ensures that the communication is relevant and properly directed to the appropriate context within the system.

Furthermore, it's important to highlight that the channel email address must be unique. This means that the same email address cannot be used for two different email channels, regardless of whether those channels are currently active or inactive. This uniqueness constraint is in place to prevent any potential confusion or conflicts that might arise from having the same email address associated with multiple channels.

In the manual email scenario, certain objects within SAP Sales Cloud Version 2, like Leads, have a more flexible setup when it comes to email channels. These objects don't necessarily require a dedicated or specific email channel for the manual email process to function. Instead, a more generalized email channel labeled as "General" can be created. This "General" email channel allows end users, such as Sales Representatives or Sales Agents, to send emails directly from the Leads object without the need for a separate, distinct email channel dedicated solely to Leads.

However, for other objects such as Opportunities and Sales Quotes, the situation is different. These objects do require their own dedicated email channels to facilitate the manual email scenario. In other words, in order for Sales Representatives or Agents to send emails from the Opportunities or Sales Quotes objects, specific email channels tailored to these objects must be set up.

In the automatic email scenario, Alan, who functions as an administrator, has the ability to configure "autoflows" for specific objects like Opportunities and Sales Quotes. An "autoflow" essentially defines a sequence of automated actions triggered by predefined conditions. In this context, these actions involve sending out emails automatically based on certain conditions being met within the system.

When configuring these autoflows for objects like Opportunities and Sales Quotes, Alan has a choice between two types of email channels:

• The "General" Object Type Email Channel: Alan can opt to use the existing "General" type of email channel for these autoflows. This means that the same generalized email channel that is used for manual emails in various objects can also be utilized for sending automated emails when specific conditions are fulfilled. This provides a consistent approach to email communication across both manual and automatic scenarios.
• An "Object Specific" Type of Email Channel: Alternatively, Alan can choose to use an "Object specific" type of email channel for the autoflows. This entails creating separate, dedicated email channels specifically tailored to Opportunities and Sales Quotes. These "Object specific" channels would be used exclusively for sending out automated emails triggered by predefined conditions associated with these objects.

After maintaining the required parameters and selecting the appropriate Object, the email channel must be activated before it can be used.

Activation Process: a two-step verification process is required before the channel is activated.

1. The administrator perform the request for activation
2. A message is sent to the channel email 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 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 email address. For example, Alan can edit the channel name, display name, object, or default account.

NOTE:Currently the system only supports a maximum number of twenty email channels.

When sales representatives are working on Leads within the SAP Sales Cloud Version 2 system, they have the ability to initiate email communication with customers directly from the Lead object.

To facilitate this process, the system provides an embedded email editor. In this editor, sales representatives are presented with a choice of email channels to use for sending emails to customers.

If the administrator has previously set up email channels, including a "General" channel and a "Lead" channel, sales representatives working on Leads have the option to choose between these two channels.

The "General" channel provides a more generalized option for sending emails, while the "Lead" channel is tailored specifically for communication related to Leads. This choice allows sales representatives to select the most appropriate channel based on the context of their communication.

For sales representatives engaged with Opportunities or Sales Quotes within SAP Sales Cloud Version 2, a similar email communication process is available. However, there are some differences in the options available for selecting email channels.

• Opportunity and Sales Quote Channels
  • Unlike the case of Leads, where sales representatives have the choice between the "General" channel and the "Lead" channel, when working on Opportunities or Sales Quotes, Sales Representatives must select from a set of specific email channels. These specific channels are tailored to the respective objects. For instance, there would be an "Opportunity" channel and a "Sales Quote" channel, each designed for communication related to their respective objects.
• General Channel Not Available
  • Notably, the "General" channel is not available as an option when sending emails from Opportunities or Sales Quotes. This means that sales representatives working on these objects can only choose from the email channels that are specifically associated with Opportunities and Sales Quotes. The system ensures that communication remains contextually relevant and appropriate by limiting the channel choices to those directly tied to the objects being worked on.

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

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

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

• Time Savings
  • Email templates provide pre-defined content and formatting, allowing sales professionals to quickly compose emails without starting from scratch. This saves valuable time, especially when sending repetitive or routine messages.
• Consistency
  • Email templates ensure that communication maintains a consistent tone, branding, and messaging. This consistency reinforces company's image and helps build trust and familiarity with recipients.
• Professionalism
  • Well-designed email templates enhance the professionalism of communications. They provide a polished and well-structured appearance, which can positively influence how messages are perceived by recipients.
• Accuracy
  • Templates reduce the risk of errors in communication. Critical information such as product details, pricing, terms, and contact information can be accurately included in every email, 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.

Email Templates can be maintained by administrators via the following path:

1. User Menu
2. Settings
3. Email

As a prerequisite, administrators will need to prepare an HTML template layout.

Alan, as an administrator, can include technical placeholders to fill in data from the object record when the template is applied in the context of an associated object. He can create email templates based on HTML layouts using the preferred HTML editor.

Once ready, the template has to be uploaded along with any standard attachments for the template itself. Alan can also use placeholders to automatically pull data from associated objects in the system. For example: he can automatically fill in the customer name and Sales Quote ID for a quote submission process.

Email monitoring is a feature that involves tracking and analyzing email communications sent and received within the solution.

This feature is used to enhance communication effectiveness, and gain insights into communication patterns and trends. Email monitoring in the context of SAP Sales Cloud Version 2 can be applied to business operations, and security.

Administrators can access the Email Monitoring tool via the following path:

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

Challenge:

Best Run Bikes' new business, Cyclo Clothing, is experiencing growth. Sales representatives are actively converting Leads into Opportunities, and new Sales Quotes are being generated. These Sales Quotes need to be sent to customers via email for internal review and approval.

Objective:

The main goal is to establish a dedicated email channel specifically for Sales Quotes. This channel will enable sales representatives to convert Sales Quotes into PDF documents and seamlessly send them to customers for their review and approval.

Creating a New Email Channel for Sales Quote:

To achieve this objective, Best Run Bikes can leverage the existing features provided by SAP Sales Cloud Version 2 and create a new, specialized email channel tailored to the Sales Quote object.

Administrator's Role:

Alan, the system administrator is responsible for managing the SAP Sales Cloud and will need to undertake the task of setting up this new email channel.

In order for Alan to set up the new email channel, he will need to follow specific steps to configure the dedicated email channel for Sales Quotes.