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Function documentationActions and Parameters

 

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 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.

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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 Start of the navigation path E-Mail Response Management System Next navigation step Define Repository End of the navigation path.

Features

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 Start of the navigation path E-Mail Response Management System Next navigation step Service Manager Next navigation step Define Services End of the navigation path.

  • 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 Note

You can use multiple action IDs and action parameters for a single rule.

End of the note.

More Information

Conflict Resolution