1. Presented By: Product Activation Group Email Syndication

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

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

4. Business Need and Process  Email Syndication enables companies to manage their service requests and leads by capturing email messages through specific keywords and then triggering relevant actions. By allowing businesses to capture incoming emails to specific email 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 email ids to ensure immediate response and follow-up by the most appropriate team or individual.

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

6. Data Flow Diagram

7.  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

8. 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 response@hdfcbank.com mentioning TAT of 4 days, immediately once he has read and understood the complaint details. response@hdfcbank.com

9. Sources Emails Central Team Respective Units Auto acknowledgement and response email send CRMNext Cases

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

11. 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 e-mail retrieval. Messages does not get deleted from the server when you check your e-mail.

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

13. Configure email 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 email as “Case or Lead” Enter the Domain/Emails – if emails received from entered domain/email then Lead or case will not be captured The email ids whose domain is excluded, if email received from the specified emails then their case will be logged in the system.

14. Configure email syndication II Select Email Subject as Subject Select Email 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 Email IDs, irrespective of their contact exist in the system or not. User can specify the name of sender for auto response mails.

15. Configure email syndication III If case is already registered for the request received from user, then user can use predefined expression in the subject of the email 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 email ids. Click here to create new action

16. 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

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

18. 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

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

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

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

22. Email Polled Status Click on capture Status to see all the captured cases

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

24. Mails for which case not captured

25. CRMnext uses two third party services mainly to get emails from email servers. Lumisoft (v 2.0.5190.31284) Mailkit (v 1.0.1.0) Both services do the same thing. However due to some loopholes identified in Lumisoft, then Mailkit was introduced. Third Party Integration