Presented By: Product Activation Group Syndication

 What is Syndication?  Business Need and Process  Main functions  Data Flow Diagram  HDFC Requirement  Use case raised by HDFC  Configuration  Third Party Integration Agenda

What is Syndication? Syndication is the special feature of CRMnext by which mails can be logged into CRMnext Application as Case or Lead.

Business Need and Process  Syndication enables companies to manage their service requests and leads by capturing messages through specific keywords and then triggering relevant actions. By allowing businesses to capture incoming s to specific ids as Cases or Leads in CRMnext and sending a personalized auto- response through dynamic templates, it significantly enhances the efficiency of an organization.  It allow configuration of rules for domains and specific ids to ensure immediate response and follow-up by the most appropriate team or individual.

Main functions Polling – s are polled from server and stores them in CRMnext Database. Capture – Polled s are picked and processed further to convert them into Cases or Lead.

Data Flow Diagram

 Capture process and track the complaints in CRMnext that are marked to Senior Management by HDFC customers/Non Customers.  MD complaints team receives the complaint from MD/ Chairman Office (mail or letter) from customer or Group Heads.  The complaint is reviewed at this central team and is sent to the respective unit (RBB, RA, CC, Other). HDFC Requirement

Use Case raised by HDFC Once a mail hits the MD Complaints team the record to be automatically created in CRMnext and Complaint No. to be auto generated. In case there are more than one mail marked to MD complaints then the system should identify the same and update the existing complaint and not create multiple complaint numbers. Once the complaint gets registered then the customer should receive an auto acknowledgement. The Bank officer will read the complaint details and identify the Cust id/Account no. provided by the customer. In case the customer has not provided the Cust Id/Account number (or any requisite details to proceed in the case) the officer writes back to the customer to seek more information. The Officer sends an acknowledgement to the customer from id mentioning TAT of 4 days, immediately once he has read and understood the complaint details.

Sources s Central Team Respective Units Auto acknowledgement and response send CRMNext Cases

Configuration  Mail Server Settings  Configure syndication  Object Mappings  Notification & Assignment settings  Use Expression settings only for Case  Keyword search mapping rule

Mail Server Settings Server Type can be POP3 or IMAP  POP3: POP3 is the most common account type for personal e ‑ mail. Messages are typically deleted from the server when you check your e ‑ mail.  IMAP: Internet Message Access Protocol (IMAP) is a protocol for retrieval. Messages does not get deleted from the server when you check your .

Configure syndication On CRMnext application:  Click Setup => Administration => Syndication  Click New => Configuration on the syndication Home Page.

Configure syndication I Select server type as POP3 or IMIP Enter id on mail which are received form clients Enter the mailing server name Enter the password of the mail id. Enter port number provided by the client Click here to check the connection with mailing server Check use SSL if required Select capture as “Case or Lead” Enter the Domain/ s – if s received from entered domain/ then Lead or case will not be captured The ids whose domain is excluded, if received from the specified s then their case will be logged in the system.

Configure syndication II Select Subject as Subject Select Detail as Details Enter the Identification Mark which will be prefixed with the subject for the cases logged in application whose contact does not exist in the system. Select Default status code Select Default product for which case will get logged If checked a task will be simultaneously logged in the case with same subject and description select the columns and values to be assigned in that column when case logged in the system. If checked then auto response will be sent to all the ID's which exist in the contacts. If checked then an assignment rule will fire on matching the condition of the case with the filter condition of assignment rule. If checked then auto response will be sent to all IDs, irrespective of their contact exist in the system or not. User can specify the name of sender for auto response mails.

Configure syndication III If case is already registered for the request received from user, then user can use predefined expression in the subject of the to reopen the old case and no new case will created against that request. User can mention other ids in the text field so that no new case should be created for those requests which already been submitted to other ids with same subject and ids. Click here to create new action

Enter the Rule name Set the filter condition Specifies the name of the domain for which the action will not be performed. Select the action type as: Create new case Reopen Case with Activity or Create Activity Select the action type as: Create new case Reopen Case with Activity or Create Activity Select the activity layout Expression settings only for Case

Keyword search mapping rule On syndication home page click on the mapping rule of configured server Click here to create a new mapping rule

Mapping rule configuration I Enter the rule name Select the rule mapped for: Subject only, Details only or Subject & details both Select the rule mapped for: Subject only, Details only or Subject & details both Add the keywords for the search Apply the operation on the keywords to create an expression for the search Final expression for the keywords search

Mapping rule configuration II Set the fields to assign the product according to the keywords

syndication services Click on the service status Click on Running to see all the running services

syndication services Click on Polled Status to see all the polled mails

Polled Status Click on capture Status to see all the captured cases

Case captured Status Click on uncaptured Mails to see all the mails for which cases not been captured

Mails for which case not captured

CRMnext uses two third party services mainly to get s from servers. Lumisoft (v ) Mailkit (v ) Both services do the same thing. However due to some loopholes identified in Lumisoft, then Mailkit was introduced. Third Party Integration