Actions are operations that must be triggered if the conditions set in a rule are evaluated to true. Actions are one of the defining components used when creating rule policies. A rule can have any number of actions.
Note
The available actions for a rule depend on the context in which the rule policy is created. For example, the Send Auto Acknowledgement
action is available for the E-Mail Response Management System
context.
The actions that you choose can have corresponding parameters associated to them, which define how the rule policies are created in the CRM WebClient UI.
When multiple actions are created for a rule, the actions are performed in their order in the list. You can move actions up and down the list as required.
You define actions and action parameters in Customizing for Customer Relationship Management
under .
When you create an action, you must determine the following:
Action ID
There are standard delivered actions you can use such as invoking a policy, routing e-mails, sending automatic responses, and creating interaction records.
Action service ID
This determines the behavior of the action when executed. You link action service IDs to action IDs in Customizing for Customer Relationship Management
under .
Action parameters
These are used to pass values that are to be used in the action, for example, Mail Form
and Organizational Object
. The available parameters depend upon the context you are working
in, for example ERMS
, and which action ID you selected.
Conflict resolution type
This determines how conflicts are resolved if the same action is invoked more than once during rule execution. Conflict resolution is used primarily for ERMS but is also available for other contexts.
Time of execution
You can determine if an action is executed immediately or only after a policy has been evaluated.
Note
You can use multiple action IDs and action parameters for a single rule.