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New in SAP CRM: Maintain Marketing Permissions in the Interaction Center

What are Marketing Permissions?

Marketing permissions control that customers are contacted only via those communication channels for which they explicitly gave their consent. The concept of Marketing Permissions enables SAP CRM marketing processes to be designated as Opt-In or Opt-Out processes. Existing concepts used to block contact to customers are still available. Marketing Permissions is provided in addition to these.

Marketing permissions are available from release SAP CRM 2007. For details see the Note 1574230.

Where can I maintain Marketing Permissions?

You can maintain Marketing Permissions in account and contact management as well as in the Interaction Center. In the Interaction Center you can check and maintain marketing permissions for accounts and contacts.

See the attached video to learn how to display and maintain marketing permissions in the Interaction Center.

How can I guide the agents in Interaction Center with Marketing Permissions?

Permitted connections are displayed in the account and contact details. The agents’ attention can be drawn to marketing permissions by rules and alerts. Examples:

  • Use the rule modeler to alert agents to existing restrictions due to marketing permissions
  • Use the Trigger Alert (Confirmed Account) action to determine the confirmed account during runtime and navigate to account / contact details

For more information see the documentation about marketing permissions, the Note 1574230 and the presentation you can find attached to this note.

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