This enhancement aims to send CRM forms in electronic format via email. Currently, forms are generated in PDF format and either physically mailed or saved and emailed outside of CRM. The new functionality will:
1. Design a custom table to store email restriction and element details.
2. Configure a manual button to generate an email within CRM, allowing the user to select a form to attach. The email recipients, subject, and body will be pre-populated.
3. Create a BSP program and scheduled batch job to automatically re-trigger emails for contracts/orders based on certain actions or authorizations. This will help send forms electronically without requiring manual user actions.
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EN - C429 Functional Design Specification v1 0
This enhancement aims to send CRM forms in electronic format via email. Currently, forms are generated in PDF format and either physically mailed or saved and emailed outside of CRM. The new functionality will:
1. Design a custom table to store email restriction and element details.
2. Configure a manual button to generate an email within CRM, allowing the user to select a form to attach. The email recipients, subject, and body will be pre-populated.
3. Create a BSP program and scheduled batch job to automatically re-trigger emails for contracts/orders based on certain actions or authorizations. This will help send forms electronically without requiring manual user actions.
1 Overvie2 Section Enhancement "ame Sending CRM Forms in Electronic Format Enhancement . EN_C429 +usiness &nit CSBU Tar3et *odule and Sub 'rea CRM > Service Comple4it5 <Hig! Medi"m or #o$> Medium S'P Transaction Service Contracts % &e' U( ) CRM*_+R*ER % S,- .U( Rollout information <$ic rollo"t $ill tis enancement 'e e/ec"ted in> R0 R1 R2 R2 R4 Release (nde3endent CRM 1#1 .ocument Chan3e 6istor5 .ate Created 1 *odified Created 1 *odified +5 +rief .escription of Chan3e .oc version 04)04)2012 N5S$aminatan (nitial 6ersion 6150 1#% .ocument Si3n Off
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Reviewed By: 7e 8Revie$ed B9: signat"re indicates te individ"al;s< $o revie$ed tis doc"ment =or content and clarit9! and to te 'est o= teir >no$ledge! tis doc"ment satis=actoril9 acieves te 3"r3ose and sco3e de=ined erein% "ame Title1Role <*esignation! *e3artment> Revie$ed B9 Signat"re *ate Revie$ed B9 Signat"re *ate Revie$ed B9 Signat"re *ate Approved By: 7e 8,33roved B9: signat"re indicates te individ"al;s< $o a33roved tis doc"ment =or content and clarit9! and to te 'est o= teir >no$ledge! tis doc"ment com3lies $it cor3orate 3olicies and 3roced"res% "ame Title1Role <*esignation! *e3artment> ,33roved B9 Signat"re *ate ,33roved B9 Signat"re *ate ,33roved B9 Signat"re *ate ,33roved B9 Signat"re *ate Impact Approval 7e 8,33roved B9: signat"re indicates te individ"al;s< $o a33roved tis doc"ment =or content and clarit9! and to te 'est o= teir >no$ledge! tis doc"ment ="l=ills te design s3eci=ications o= te e/isting and ="t"re s9stems% (m3act on B(! ?es ! No ! B( a33roved '9 __6irt"al 7eam_____! *ate __10)04)2010__ (m3act on ,rcitect"re! ?es ! No ! ,rcitect"re a33roved '9 __6irt"al 7eam_____! *ate __10)04)2010__ (m3act on -ortal! ?es ! No ! -ortal a33roved '9 __6irt"al 7eam_____! *ate __10)04)2010__ (m3act on #egac9! ?es ! No ! #egac9 a33roved '9 __6irt"al 7eam_____! *ate __10)04)2010__ Quality Control 7e 8Revie$ B9: signat"re indicates te individ"al;s< $o revie$ed tis doc"ment =or @"alit9 sam3ling! and to te 'est o= teir >no$ledge! tis doc"ment meets te @"alit9 s3eci=ication o= com3leteness! acc"rac9! validit9 and timeliness% *oc"mentation revie$ed '9 7ec A,! ?es ! No ! A, revie$ed '9_____________________! *ate___________
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1#$ Open tems 'ssi3ned To <Name> .ate Opened .ue .ate Status .escription 1#- Related RCEF! Objects .oc . "ame 'ssociation 7.escribe ho2 these objects are related8 .ocument name 7if 9no2n8 FR_C401 FR_C402 FR_C404 FR_C40B FR_C40C 1#/ Contact (ist "ame Team1Or3ani:ation Email 'ddress ?vonne #in SCE ?vonne5linDsce5com N5S$aminatan SCE S$ami5s$aminatanDsce5com Mir ,med SCE Mir5,medDsce5com #ionel *eso"Ea SCE #ionel5deso"EaDsce5com Micael Hsie SCE Michel.hsieh@sce.com Ricard +seg"ra SCE Richard.osegura@sce.com
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% Functional Re;uirements %#1 .escription Clearly describe the purpose of the enhancement, answering the why and how questions a person seeing the design might have. A high-level process flow diagram might be included where helpful, especially for more complex designs. 1# +ac93round Emails< &en a Service Contract or Service +rder as reaced a certain stat"s in CRM te a33lication $ill 'e generated in a =orm and m"st 'e sent to te c"stomer or e/ternal 3arties o"tside o= SCE ;i5e5 E/3ress ,33roval #etter! Residential ReFection #etter! -, ,c>no$ledgement #etter<5 7e =orm $ill 'e revie$ed '9 te received a33licants and in man9 cases re@"ire te =orm to 'e =illed $it in=ormation and ret"rned 'ac> to SCE5 7is =orm $ill 'e generated in CRM and $ill 'e sent to te c"stomer eiter via email and)or 39sical mail5 Note% C"rrent action con=ig"red in CRM allo$s "sers to generate =orm in -*F =ormat5 Users eiter 39sicall9 send ard co39 to c"stomer via mail or save doc"ment to local ard drive and email doc"ment to c"stomer o"tside o= CRM5 2. Custom Table< C"stom ta'le $ill 'e designed to drive te email ="nctionalit9 o= restriction and details o= email elements5 3. On .emand Emails< Man"al action '"tton $ill 'e con=ig"red to generate an email in CRM5 7e "ser $ill ten select =orm tat needs to 'e generated and attaced to email5 7e email $ill 3re3o3"late te reci3ients o= te email! s"'Fect line and te/t 'od9! and te generated CRM =orm;s< as te attacment5 7e attaced doc"ment ma9 'e re@"ired to 'e a '"ndled doc"ment5 ,s 3art o= te '"ndle doc"ment! doc"ments not generated =rom CRM ma9 'e re@"ired to 'e incl"ded ;i5e5 &ord doc! E/cel s3readseet<5 -# +SP pro3ram< , BS- 3rogram $ill 'e created to ena'le "sers to retrigger emails =rom an9 contract)order)con=irmation as case ma9 'e 'ased on ,"toriEation5 /# +atch pro3ram< Batc 3rogram $ill 'e created to trigger emails in a 'atc =or a 3artic"lar action5 7is 3rogram $ill 'e sced"led in nigtl9 Fo'5 Email elements< Reci3ients o= email% 7is $ill 'e determined '9 te '"siness 3artners ;'ased on -artner F"nctions =rom C"stom 7a'le< entered in te 3arties (nvolved in te CRM transaction5 CRM $ill 3"ll te '"siness 3artnersG email address 246670381.doc 6 of 18
at te transaction data level5 S"'Fect #ine and te/t 'od9% 7is $ill 'e determined '9 te 3rogram (*! a33roac 793e and action de=inition related to service transaction as $ell as te t93e o= letter selected '9 CRM "ser5 S"'Fect line and 'od9 te/t tem3lates =or eac 3rogram (*)t93e o= letter com'o $ill 'e created and in=ormation $ill 'e stored in c"stom ta'le5 Note% (n ="t"re! ma9 re@"ire m"ltisite variation5 ,ttaced -*F doc"ment% 7is $ill 'e determined '9 =orm selected '9 CRM "ser "3on triggering email generation5 (= '"ndled! ten m"lti3le =orms ma9 'e re@"ired to generate5 7e logic to '"ndle or to attac m"lti3le =orms $ill 'e determined '9 C"stom con=ig"ration ta'le5 7ransaction Histor9% 7ransaction Histor9 $ill 'e "3dated a=ter email is sent o"t5 7is transaction istor9 $ill dis3la9 email content and attacments5
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%#% =To +e> Re;uirements Describe the SAP Transaction or BRF Object in detail. Please describe the To Be vision in business terms main! sure to hi!hli!ht e" di##erences #rom the As $s a%%lication. For BRF onl"& %rovide the eli!ibilit" rules that 'ill be enabled b" this enhancement. 7e =ollo$ing re@"irements $ill 'e met '9 tis enancement% Requireme nt # Requirement Description BPD 1501 S9stem $ill allo$ "ser to generate a =orm into email =ormat on demand5 1502 ,'ilit9 to 3re3o3"late te =orm $it in=ormation tat is availa'le in te s9stem 1504 ,'ilit9 to generate m"lti3le =orms at one time5 150B ,'ilit9 to restrict te creation o= te =orm i= criteria as not 'een met5 1504 ,'ilit9 to create 3ac>ets ;i5e B"ndle 2 or more =orms togeter< 2501 Restriction o= Emails to certain 3rograms and a33roac t93e to 'e 'ased on c"stom ta'le 2502 ,ttacment details s"c as attacment names! ,ttacment =orm name to 'e con=ig"red in te C"stom ta'le 2502 ,'ilit9 to '"ndle t$o or more =orms $ill 'e con=ig"red in c"stom ta'le 2504 (ncase o= m"lti3le H7+G addresses or HCCG $ill 'e con=ig"red in te c"stom ta'le 2501 ,'ilit9 to 3revie$ e/actl9 te attacment)=orm reci3ients $ill 'e receiving 2502 ,'ilit9 to 3revie$ e/actl9 te email reci3ients $ill 'e receiving 2502 .enerated email $ill a"to 3o3"late a33ro3riate 3artiesG emails involved on a33lication de3ending on 3rogram and letter5 250B S9stem $ill allo$ "ser to edit email reci3ients $en generating =orm to email5 250C ,'ilit9 to send as an attacment $it a generic email 'od9 tem3late 2510 ,'ilit9 to $arn te "ser $en tere are some reci3ients tat do not ave an email address 2511 ,'ilit9 to noti=9 te "ser $en tere are no reci3ients $it an email address 4501 BS- 3age $ill 'e created to ena'le "sers to reIsend emails
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B501 Batc 3rogram to 'e created to send email in nigtl9 Fo's 4501 Bod9 o= email is con=ig"red eiter as standard te/t or smart =orm5 Email ="nctionalit9 so"ld a"tomaticall9 dis3la9 eiter 3lain te/t or H7M# =ormat de3ending on $ic te/t is con=ig"red in c"stom ta'le5 Note% 7e re@"irements listed a'ove are te onl9 re@"irements in sco3e as 3art o= te 8Base: 3ac>age o= re@"irements5 +"t o= sco3e are te re@"irements listed "nder 8Base Enanced:5 -lease re=erence doc"ment CRM CR BB4 Electronic comm"nication v1541 in section 25115 7is enancement is to generate an email =rom CRM service transaction $it 3o3"lated reci3ients! s"'Fect line! te/t 'od9! and attaced -*F doc"ments5 , Send Email action '"tton $ill 'e created at te service transaction to generate email5 Send Email action '"tton $ill availa'le at transaction men" tool 'ar5 Note% 7e Follo$ U3 transaction men" is =or ill"stration 3"r3roses and sall not 'e 3o3 "3 $en Send Email '"tton is slected5 Note% ,t tis time! creation o= te =orm can 'e generated at an9 3roFect stat"s For ="t"re re@"irements! te s9stem sall allo$ te a'ilit9 to restrict creation o= te =orm i= start condition as not 'een met5
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+nce te Send Email '"tton is selected! a slection men" $ill dis3la9 and "ser $ill vie$ Email selection o3tions5 ,ction to '"tton to 'e con=ig"red ;Note% ,ction $ill 'e sim"lar to te selection screen dis3la9ed $en "ser selects -rint -revie$ as so$n in screen sot< +nl9 te emails tat eligi'le to 'e sent $ill 'e so$n in te selection men"5 (t $ill 'e ass"med tat eligi'ilit9 $ill 'e determined "sing te sced"ling condition o= an action and onl9 i= te action as 'een sced"led so"ld it a33ear in te 'o/5 +nl9 email selection o3tions so"ld a33ear in 'o/ not 3rint 3revie$ selections5 &en email is created te =ollo$ing =ields so"ld 'e 3o3"lated5 Email From% SCE gro"3 email ;*e3endent on Contract 793e! -rogram (* and #etter t93e<5 Con=ig"red in c"stom 7a'le 7o% Sold to -art9 contactGs email address entered on transaction or contact at a"toriEed agent5 Based on 3artner ="nction con=ig"red in te c"stom ta'le5 CC% ,dditional 3arties involved email addresses ;*e3endent on -rogram (* and #etter 793e< ,ttacments% Form)B"ndle identi=ied =or te selection t93e 'ased on c"stom ta'le 7e/t 'od9 *e3endent on letter selection 'ased on c"stom ta'le5 Bod9 $ill 'e eiter a =orm or a standard te/t5 (n case o= =orm convert =orm to H7M# =ormat and in case o= standard te/t 'od9 so"ld 'e dis3la9ed as 3lain te/t For S"'Fect line 7e/t in c"stom ta'le needs to 'e concatenated $it%
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Variable Description Technical Variable Name Program ID* &PGM_ID& Contract description &CNTRACT_D!C& Pro"ect ID &PR#$_ID& CRM Contract ID &C#NTRACT_ID& C%stomer Name &!#&D_T#_NAM& C%stom Acco%nt Name &CA_NAM& Selection +3tion val"es 3lease see ta'les in =ollo$ing s3read seet5 7is $ill c"stom con=ig"ration ta'le5 'or(sheet in N_C)*+,-%nctional Design !peci.cation /0,1,2ls2 "ote< For test purposes# P' 'c9no2led3ement letter 2ill not be sent out as attachment in a real business scenario# "ote< ?To<?@ ?CC<? and ?Re;uired CC<? fields should allo2 n number of values to be maintained 2ithin one entr5 +nce te email is generated! te "ser so"ld 'e a'le to revie$ te attaced doc"ment tat $as generated5 (= te email is not sent! te s9stem so"ld not re=erence te email to te Service Contract)+rder5 +nce te email is re=erenced on te Service Contract)+rder! "sers so"ld ave access to te email to revie$ not onl9 te attacments o= te email! '"t also te email 'od9 as $ell as te reci3ients tat te email $as sent to5 Note3 mail addresses to be %sed 4or the recipients in the email need to be the ones on the transaction5 not the ones on the b%siness partner record, It might be that the6 are the same5 ho7e/er the6 co%ld be di8erent,
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%#$ +usiness +enefits ocument the business benefits for developing this enhancement. 7is $ill el3 SCE "sers send SCE =orms in electronic =ormat to c"stomers and e/ternal 3arties5 C"rrentl9 "sers are 3o3"lating teir o$n e/ternal =orm $itin an email 'od95 5 Ne$ enancement $ill c"t do$n on 3rocessing time5 Ne$ enancement $ill also =it into te 8240 degree vie$ o= c"stomer: goal '9 trac>ing all and storing c"stomer related corres3ondence in CRM5 %#- Scope 1 Selection Criteria escribe what is to be included as well as what is not to be included. !lease provide a statement of scope describing what is included and what is not included in this enhancement from a functional requirements perspective. "hat type of records# !lease state if any data enhancement will be required for historical records# 7is enancement incl"des onl9 te a"tomation o= sending email! not canges to =orm content5 %#/ 'ssumptions $tate the assumptions with this design here 15 Forms selected =or email attacments e/ist in CRM 25 ,ll "sers $o ave access to create J edit service contracts $ill ave access to send email =rom transaction5 %#6 Ris9s 1 *iti3ations "hat are the ris%s related to this enhancement# "hat ris%s need to be proactively dealt with in order to be successful# "hat configuration is needed but not readily available# Are there any other enhancements which may affect this one i.e., &A' Ris9 *iti3ation 7e email $ill not 'e received '9 te c"stomer or e/ternal 3art9 d"e to nonIe/isting email addresses5 Some a33lications tat re@"ire res3onse =rom c"stomer or e/ternal 3art9 are time sensitive5 Bo"nce 'ac> noti=ication $ill 'e sent to in'o/ o= 8From%: 3art95 SCE $ill monitor 'o"nce 'ac> noti=ications! resend =orm;s< '9 mail or $it corrected email address o"tside o= CRM5 %#A mpact (ist any impacts that might happen to the )*!$"ev, &', !ortal and (egacy. No ="rter im3acts ave 'een identi=ied5 %#B Securit5 1 SOC 'dentify any security+$,- considerations for this enhancement. 's an enhancement '. required# "hat type of transactional access is required# 'f a data conversion is required for this enhancement is the data to be converted sensitive# 'f so, who should have access# Securit5< Role $ill 'e modi=ied to con=ig"re c"stom ta'le5 246670381.doc 12 of 18
,"toriEation o'Fect HK_SEN*_EM#G to 'e created to restrict sending o= emails SOC< Re=er to Section B52 =or controls considerations5 %#D .ependencies 1 Concerns 1 Other Re;uirements Are there any $A! dependencies before this enhancement can be completed# 15 7e Con=ig"ration o= ,ctions -ro=ile to manage te email creation 3rocess5 25 Start condition to 'e 3rovided '9 '"siness 3er =orm5 25 Correctness o= =orm de3endent on meas"re name cange enancement =or =orms tat incl"de meas"res5 45 Email addresses are correct5 B5 C"stom ta'le to 'e con=ig"red 45 ,"toriEation o'Fects to 'e created Related +'Fects are mentioned in Section 154 %#1, nte3ration Points Are there any other processes+ob.ects impacted by this enhancement# "hich module# 7is enancement is triggered man"all9 '9 "ser5 ,lso in some cases $ill 'e Man"al5 7ere is a nigtl9 'atc Fo' =or 'atc emails5 %#11 'dditional "otes 'f you have additional information+notes about this enhancement please document it here. 7is enancement $as $ritten $it te =ollo$ing re=erence doc"ments% .oc . .ocument "ame Version Re@"irements doc"ments CRM CR BB4 Electronic comm"nication 15415/ls/ 1541 -rocess Flo$ ,"tomatic email o= doc"ment I Conce3t"al v51505vsd 150 CRM CR 99: lectronic comm%nication 0,:0,2ls2
$ +usiness Rules $#1 .ata Flo2 .ia3ram 'nsert a /isio iagram depicting the approach and detailed data flow. 0or complex flows, write a narrative that spea%s to the diagram. Process Flo2 .ia3ram 7For Reference8<
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$#% +usiness Rules for Enhancement ocument the detail processing area requirements as well as business rules related to this enhancement. N/ $#$ (ist of Standard Tables &sed for E4tension A list of all standard $A! tables used for this extension should be given here. 1O Table "ame Table .escription N, N, N, $#- (ist of Custom S'P .ata Objects &sed !rovide data definitions for custom $A! ata ,b.ects to be referenced by the program 1e.g. custom /iew created to lin% to $A! database tables, custom tables, etc.2. 'f this is a custom table, be sure to indicate the functional area and individual person who will own this table and the table contained in the table. 'n the description include how the table will be populated along with how the table contents will be maintained.
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- &nit Test .etails (ist the test scenarios and data to be used to validate the development wor%. Note: Test Conditions The 4ollo7ing table de.nes the test conditions, ; )est Conition !:pecte Results )este $y/Signoff Date 1 7rigger email to 'e sent =rom te service contract)order #ist o= emails $ere te start condition is met)not maintained are listed 2 Select email to 'e sent $ere all 3artner ="nctions are maintained $it email addresses Email reci3ients! sender! email 'od9! s"'Fect line and attacment are 3re3o3"lated 2 Select email to 'e sent $ere some 3artner ="nctions are not maintained $it email addresses ,33lica'le $arning messages are triggered 4 Select email to 'e sent $ere all o= te 3artner ="nctions are not maintained $it email addresses ,33lica'le error message is triggered B Send email and navigate 'ac> to te Service Contract)+rder to revie$ te re=erenced email 7e email is re=erenced =rom te Service Contract)+rder eader and te email 'od9 can 'e revie$ed incl"ding email reci3ients te email $as sent to as $ell as te contents o= te attacments 4 Select attacments tat ave 'een 3re3o3"lated onto te email 'e=ore sending 7e attacment can 'e revie$ed and te content anal9Eed 246670381.doc 16 of 18
/ Securit5 1 Control Re;uirements /#1 Securit5 Considerations oes this enhancement require a custom 3ransaction Code to enable end user execution in !roduction# 'f so, please wor% with the $ecurity 3eam to determine an appropriate 3ransaction Code and enter it below All CRM %sers 7ill re<%ire access to /ie7 all historical emails located in Transaction =istor6 assignment bloc( 4rom ser/ice contract transaction screen, A restricted list o4 roles 7ill ha/e a%thori>ation to generate and send emails o%t o4 CRM, Ne7 A%thori>ation ob"ect ?@_!ND_M&A 7ill be created, This ne7 A%thori>ation ob"ect along 7ith e2isting a%th ob"ect CRM_#RD_PR 7ill be %sed to restrict %sers a%thorit6 to send email, Roles 7ill be modi.ed to incl%de tcode to con.g%re c%stom table, !lease provide a general description of the enhancement4s data restriction requirements. <*ata Restriction> /#% Control Considerations "inancial/SO3 Impact oes the enhancement have any impact to financial reporting# 'f yes, is the amount significant 1i.e. greater than 567 million annually2# !lease provide an estimate. No Financial)S+L im3acts $ere identi=ied =or tis enancement5 Regulatory Impact oes the enhancement have any impact to regulatory compliance 1i.e. 0)*C, C!8C, etc2# 'f yes, please provide a reference to the rule and describe the impact. Re=er to 8Financial)S+L (m3act: a'ove5 Operational Impact 's the enhancement relied upon for a mission critical process or providing services to customers# 'f yes, please identify the mission critical process and describe how this enhancement is used in the context of this process. No +3erational im3acts $ere identi=ied =or tis enancement5 246670381.doc 17 of 18
6 'uditin3 and Error 6andlin3 Re;uirements 6#1 Postin3 Errors Re;uirements (hat inds o# errors are antici%ated) (hat needs to be done 'hen there are errors) $s there a rule that can be used to re*run transactions 'ith error) +o' should errors in data trans#ormation,ma%%in! be handled) Does the %rocess team need to revie' ever" error %rior to re*run) Do records 'ith %ostin! errors have to be %rocessed manuall") 7e =ollo$ing is a list o= 3otential errors tat ma9 'e enco"ntered $en creating +"tgoing Email transaction5
N_C)*+_error matri2,2ls2 6#% Error "otification Re;uirements (hat error noti#ication is re-uired #or each t"%e o# error identi#ied) (hat deliver" mechanism is used #or error re%ortin!,noti#ication) (ho needs to be noti#ied) (hen) N), 6#$ +.C Session Re;uirements Should transactions in error be saved in a BD. session in SAP) .an the sessions be deleted a#ter success#ul %rocessin! or should the" be retained #or audit,reconciliation %ur%oses) No B*C session re@"irements are identi=ied at tis time5 6#- Reconciliation Re;uirements +o' 'ould "ou reconcile data a#ter runnin! the inter#ace) Document all reconciliation re-uirements here. N), 6#/ Email Reports Re;uirements Do re%orts need to be emailed , #a/ed to users) (h") Document the re%ort details alon! 'ith the list o# users 'ho 'ould need them. No re3orts are re@"ired at tis time5 6#6 ReERun Re;uirements Document ho' the inter#ace should be re*tri!!ered in the event o# #ailure or abend in the middle o# %rocessin!& i.e. Manuall" re*run inter#ace 'ith same data or re*run 'ith onl" un%rocessed data) BS- 3age $ill 'e created to ena'le "sers to reIsend email ="nctionalit95