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E-Mail Signature Templates in SAP Service Cloud

Introduction

It is a common practice to add a signature while composing a new e-mail or responding to an existing one. Considering this if the same signature has to be added every time an e-mail is composed, it is preferable to improve productivity by creating the signature as a template and add the same in few clicks or use the defaulting mechanism instead of typing the same signature in every email.

Creating a Signature Template

You can create a signature template through the work centre: Service and the work centre view: Templates. Here when you click on New Template, in the Usage field you will get an option to either create a Response Template or a Signature Template.

You can create a Signature Template which is either Text-Based or the Document-Based. In Text-Based templates you will get an option to maintain the template text manually with basic formatting features. You can also create your signature template content using any of the third party HTML content creator tool and download the same as a HTML file which you can upload while creating a new Document-Based Signature templates. It gives you the flexibility of having the formatting features which are not supported in Text-Based templates.

For more information, check this blog.

Placeholders in a Signature Template

The content in a Signature Template can be either static or dynamic. At the time of usage, if you want to change the content of the template, then there are a set of placeholders available and can be used for the same. These placeholders will get replaced depending on the logged in user.

#UserFirstName#
#UserLastName#
#UserNickName#
#UserMobPhoneNumber#
#UserName#
#UserPhoneNumber#
#UserEmailID#
#Organization#
#OrganizationPhoneNumber#
#OrganizationEmailID#
#OrganizationStreetName#
#OrganizationHouseNumber#
#OrganizationCountry#
#OrganizationCity#
#OrganizationPostalCode#
#OrganizationWebsite#

Using a Signature Template

While composing an e-mail in the Ticket Interactions or the Timeline Control, you can use the Signature icon in the e-mail feeder to select the Signature Templates maintained in the system. This involves few clicks before you can view the template content appear in the e-mail feeder. If you are using the same template every time, it is preferable to maintain the same template as a default Signature Template.

Defaulting a Signature Template

Under logged in User’s Settings -> My Email Settings, a user can maintain a Default Signature for New Email and Replies/Forwards scenario. A user can maintain any Signature Template existing in the system. Once the template is maintained, it will appear in the e-mail feeder as soon as the user composes a new e-mail or replies to an e-mail. This eliminates the manual selection of the Signature Template and reduces the number of clicks required to zero and improves productivity.

Defaulting a Signature Template for multiple users

At times there is a business need where the same Signature Template has to be defaulted for multiple users so that all the e-mails going out of the system follow the same branding. This is helpful in preventing a situation where different users end up formatting their respective Signature Templates differently.

In order to achieve the same, Admins can use the feature available in work centre Administrator -> General Settings -> Templates -> Default Signature Templates.

Here the Admin can maintain a Signature Template for New Email and Replies/Forwards scenario. Under Assignments, Admin can either push the template to All Users or to a certain set of users maintained under Business Users and/or the ones having a certain Business Role and/or the ones assigned to a certain Org.

Once the Signature Template is maintained and the Assignments is done, Admin can use the action Publish to push the template to the Users maintained/determined via Assignments.

Post publish, the Signature Template will reflect in the User’s Settings -> My Email Settings of the respective users. The same template will get defaulted whenever the user will compose a new e-mail or replies to an existing one. This way Admins can enforce the branding uniformity across their user base.

Default a Signature Template based on Ticket’s attributes

From 2008 release of SAP Service Cloud, you can not only default a Signature Template as explained in the sections above but can also use the BADI implementation to write your own logic in order to return a default Signature Template whenever a user tries to compose a new e-mail or replies to an existing one.

BADI Details:

Namespace: http://sap.com/xi/AP/CRM/Global

Enhancement Option:  GetSignatureTemplate

Input Structure Type: InputStructureFormattedTemplateGetSignatureTemplate

Result Structure Type: ResultStructureFormattedTemplateGetSignatureTemplate

Output: SignatureTemplateID

Input Parameters:

Object UUID: UUID of the Ticket Instance for which the user is composing an e-mail

Scenario: ‘N’ for New E-mail and ‘R’ for Reply/Forward

AdditionalParametersJSON:

  • responseOption : value would be 01 for E-Mail
  • channel – value would be the e-mail address of the ‘From’ channel from which the e-mail is sent out
Filter:

While implementing a BADI, you need to provide the object as a filter for which BADI has to be called. In the Ticketing scenario, filter object has to be TICKET.

You can write your code logic depending on the input Ticket instance’s attributes released for partner consumption and other input parameters. Your logic should return a particular template which has to be made default for the scenario specific to your business need. For instance you can return a particular template for a New E-mail, same or another template for the Reply Scenario and/or a different Signature Template for different E-Mail Channels.

Conclusion:

SAP Service Cloud provides a rich Signature Templates capability. Using this an admin can enhance the productivity of the service agents by reducing the efforts of performing a repetitive task as well as improving their efficiency.

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