on 2016 Feb 18 9:07 AM
Dear Experts,
I have a question regarding the functionality of the field Contact permission, which can be found on the left sidebar in contacts, account and individual customer. I did some tests on this and noticed that when the field is set to ‘Disallowed’, I could not send any emails from a ticket to this account. Is there any other impact on the system? Further what does the system do, when the field is set to ‘Check permission’? Which permission does it relate to? And how does it relate to the Marketing permission settings?
BG,
Bart
Dear Bart,
Marketing Permission & Contact Permission go hand-in hand basically to help maintain privacy of communication channel (i.e. Email, Fax, Telephone)
Contact Permission helps to restrict view based on customer has given the consent to get contacted by fax, e-mail or telephone in general
Customer subscribed for a specific communication category it can be prohibited by the communication channel for this customer or the permission settings for the corresponding country in business configuration - this is the reason when disallowed you could not send any emails from a ticket to customer account
Whereas Using marketing permissions, you can control the information and advertisements that are offered directly to your customers using e-mail, fax or phone calls
Hope this helps
Regards,
Surjeet Bhati
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Hi Surjeet,
Thanks for your answer.
I understand that the Contact permission field includes as well the communication channels for marketing permissions, right?
You wrote that: "Contact Permission helps to restrict view based on customer has given the consent to get contacted by fax, e-mail or telephone in general".
Which view does it restrict exactly?
You wrote also: "the permission settings for the corresponding country in business configuration".
In which tab do I find these settings?
BG,
Bart
Hi Bart,
Marketing Permissions -->fine-tune activity you maintain your communication categories and the communication channels for countries with an explicit opt-in. These settings are required to track whether your customers opt-in or opt-out for a specific communication channel. With the communication categories you can specify how often a customer may be contacted during a certain period of time
Communication Categories are used to:
1. Define limits on how often your customers can be contacted for each category within a certain period of time
2. Maintain for each contact and individual account on the Marketing Permissions tab in the master data whether or not the customer subscribed the communication category
3. Categorize the e-mail templates on the Content view
The combination of the subscription for each category in the master data and the assignment to the e-mail template the system determines whether the customer gets the e-mail
You can refer SAP Cloud for Customer User Guide for details
Regards,
Surjeet Bhati
Hi,
You say: "this is the reason when disallowed you could not send any emails from a ticket to customer account"
This behavior is a GAP that must be solved. From a Service Scenario point of view, every customer must be available for contacting him from a ticket, independent of his contact permission. Contact permission is related with Marketing permissions, not with support channels.
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