Create an organizational model.

In Customizing for Customer Relationship Management under  Master Data Organizational Management Organizational Model Create Organizational Model .

Maintain workflow standard settings.

In Customizing for SAP NetWeaver under  Application Server Business Management SAP Business Workflow Maintain Standard Settings .

Define receiving e-mail addresses.

In the SAP Menu, choose  Interaction Center E-Mail Response Management System Settings Define Receiving E-Mail Addresses/Fax Numbers .

Assign receiving e-mail addresses to ERMS workflow.

In the SAP Menu, choose  Interaction Center E-Mail Response Management System Settings Maintain Recipient Distribution .

Assign agents for e-mail handling.

In the SAP Menu, choose  Interaction Center E-Mail Response Management System Settings Assign Agent for E-Mail Handling .

Choose Assign Agents.

Under workflow ERMS 1 either:

Activate event linking.

Incoming e-mails can use workflow to define how mails are routed and how they are handled. Activating event linking activates the workflow you defined and allows it to be used for ERMS.

In the SAP Menu, choose  Interaction Center E-Mail Response Management System Settings Assign Agent for E-Mail Handling .

Choose Activate Event Linking.

For New Recipient, choose possible entries and select SAP Object Instance.

Use business object repository (BOR) Object Type ERMSSUPRT2 (ERMS Support 2). When this BOR object type is invoked, it triggers workflow WS00200001 (ERMS1). For more information, see Workflow for ERMS.

Define outgoing e-mail addresses.

In the SAP Menu, choose  Interaction Center E-Mail Response Management System Settings Maintain Sender E-Mail Addresses .

Define service manager profiles.

In Customizing for Customer Relationship Management under E-Mail Response Management System Service Manager Define Service Manager Profiles .

Choose Default and double click Directly Called Services to set the DEF_ROUTING for Invocation Order 50 to an organizational unit.

Assign service manager profiles.

In Customizing for Customer Relationship Management under  E-Mail Response Management System Service Manager Assign Service Manager Profiles .

Create ERMS policies and rules

In the Interaction Center, choose  Process Modeling Rule Policies . Choose E-Mail Response Management System as the Context.

Assign standard tasks to communication methods

In Customizing for Customer Relationship Management under  Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Assign Standard Tasks to Communication Methods.

Choose INT as the communication method for Object ID 207914.

Define e-mail templates and e-mail forms.

In the Interaction Center, choose  Knowledge Management Mail Forms .

Define additional services. You can define services that are available in the service manager. This activity determines how all necessary services for evaluating policies are invoked. You should only execute this activity if you want to change the default settings or create new services.

In Customizing for Customer Relationship Management choose  E-Mail Response Management System Service Manager Define Services .

Extend the ERMS repository.

In Customizing for Customer Relationship Management choose  E-Mail Response Management System Define Repository .

Define additional e-mail profiles.

In Customizing for Customer Relationship Management choose Interaction Center WebClient Basic Functions Communication Channels Define E-Mail Profiles .

Define catalogs, codes, and subject profiles.

Catalogs are resources which help ensure the uniform use of terms

In Customizing for Customer Relationship Management choose Basic Functions Catalogs, Codes and Profiles .

Define additional categorization profiles.

This influences which categorization schema(s) are displayed in the corresponding business transactions, and the behavior of the auto suggest function.

In Customizing for Customer Relationship Management choose Interaction Center WebClient Business Transaction Define Categorization Profiles .

Define reporting for e-mail statuses and events.

In Customizing for Customer Relationship Management choose E-Mail Response Management System Reporting .

Delete reporting data.

In the SAP Menu, choose  Interaction Center E-Mail Response Management System Utilities Delete Reporting Data .