ERMS Rule Policies

You can create rule policies in the e-mail response management system (ERMS) context to handle and evaluate incoming e-mails.

Rules are evaluated every time an incoming e-mail is received if the policy in which they belong is invoked during rule processing.

To create ERMS rules and policies, you use objects configured in the ERMS repository.

Prerequisites

You have defined attributes, actions, and action parameters in Customizing for Customer Relationship Management under E-Mail Response Management System Define Repository .
You have created authorization groups in Customizing for Customer Relationship Management under E-Mail Response Management System Define Repository .
You have assigned the authorizations groups to authorization object CRM_ERMS_P in Role Maintenance (transaction PFCG).
You have assigned the authorization groups to policies in the CRM WebClient UI. You can see (and in some cases select) authorization groups in the CRM WebClient UI under Rule Policy Details, after you select a policy (the top node of the policy structure). The possible values are the entries you maintained in the above Customizing activity.

Activities

Select attributes

Most attributes are self explanatory. Only those needing further explanations are listed below.

Attribute	Use
ERMS: Content Analysis Accuracy	A value between `0` and `1` describing the accuracy of the content analysis result. Accuracy = 1 indicates the result is highly focused. All matching categories form a single path in the category hierarchy. Accuracy = 0 indicates the result is contradictory. At least two matching categories point to different paths in the category hierarchy.
ERMS: Best Minus Next Best Score	Distance in score between the category with highest score and the category with second highest score. Each matching category has a score which is a value between `0` and `1` describing how good the content-queries of the category match the given textual content.
ERMS: Number of Top Categories	Number of matching categories that all have the highest score.
ERMS: Best Category Score	Highest score among all matching categories.
ERMS: Top Scoring Category	Matching category with the highest score.
Escalation Date	Date when the escalation of an e-mail occurs. The date is calculated based upon either rule evaluation, Customizing, or service level agreements (SLA) at the time the e-mail arrives.
Escalation Time	Time when the escalation of an e-mail occurs. The time is calculated based upon either rule evaluation, Customizing, or SLA at the time the e-mail arrives.
Escalation Type	Depends on the property METHOD of the service UT_ESCALDETERM. If the METHOD is set to `1`, the Escalation Typeis SLA. If the METHOD is set to `2`, the Escalation Type is determined as the shortest time out of one of the following: rule evaluation, Customizing, or SLA.
Response Time Duration (Hours)	Used for escalations. Represents the initial response time in hours.

Set actions and parameters

This covers the standard delivered actions and their corresponding parameters.

Action	Use	Parameters
Add Attribute Value	Adds a value to a multi-value attribute	Attribute The attribute that a value is added to. Value The value that is added.
Auto Prepare	Same as Auto Respond, except the response is not sent automatically. The agent can review the content first, make any necessary changes, and then send the response. This action is triggered when an agent selects Reply to an incoming e-mail.	Mail Form Name of the mail form that determines the content of the outgoing e-mail. Outgoing E-Mail Address Address used for the outgoing e-mail's sender address. If you do not use this parameter, the incoming e-mail address that the e-mail was originally sent to, will be used. Category Schema Schema to determine which Top Scoring Category is used. Inline Determines whether standard responses and solutions tied to the category are inserted directly into the e-mail content instead of as an attachment. If both are inserted into the e-mail content, then the standard responses are shown first in the order they are attached to the category. The solutions are then added, also in the order they are attached to the category.
Auto Respond	Sends an automated response with proposed answers and/or solutions, to an incoming e-mail, without agent intervention. The solutions are inserted into the e-mail as attachments and are determined from the Top Scoring Category of the incoming e-mail. Not to be confused with the Send Auto Acknowledgement action.	Category Schema Mail Form Outgoing E-Mail Address See descriptions above from Auto Prepare. Create Interaction Record Creates an interaction record, after the response is sent, which includes both the incoming and the outgoing e-mails. Route To (On Exception) Organizational unit that the incoming e-mail is sent to if no solutions are attached to the Top Scoring Category. Inline See description above from Auto Prepare.
Create Interaction Record	Creates an interaction record in the background, only if there is a business partner associated to the incoming e-mail address. The incoming e-mail is linked to interaction record, so the original e-mail can be viewed at a later time, if necessary.	Description Description saved in the interaction record.
Create Service Ticket	Creates a service ticket in the background, only if there is a business partner associated to the incoming e-mail address. The incoming e-mail is linked to service ticket, so the original e-mail can be viewed at a later time, if necessary.	Description Description saved in the service ticket. You can configure the transaction type (for example, TSRV or TSVO) for this service ticket. You do this in Indirectly Called Services and Properties in Customizing for Customer Relationship Management by choosing E-Mail Response Management System Service Manager Define Service Manager Profiles .
Delete E-Mail	Deletes an incoming e-mail. Can be combined with the Create Interaction Record action, so the interaction record shows an e-mail was received and was also deleted.	(No parameters)
Forward E-Mail		Forward To Forward From
Invoke Policy	Temporarily suspends the processing of the current policy and continues with the processing of the specified policy. After the specified policy is finished processing, the action stops processing the original policy, unless the processing was stopped previously by the Stop Further Rule Processing action. This action can be nested, that is a policy that is invoked may invoke other policies. If a policy has multiple variants, then the active variant is invoked.	Policy Name of the rule policy that is invoked
Push E-Mail	Allows e-mail routing through the communication management software instead of directly going to an inbox. E-mails that are pushed to agents using this action are also routed to the Agent Inbox by the ERMS default routing, unless another routing destination is specifically maintained. Therefore, we recommend directly specifying a Route E-Mail action after the Push E-Mail action, allowing all pushed e-mails to be monitored by a supervisor or special organizational unit, and avoiding incorrect routing of push e-mails to the default routing that are already completed.	Organizational Object
Route E-Mail	Directs the incoming e-mail to an agent or group of agents. The e-mail is then accessible from the agent inbox.	Organizational Object You can enter an agent's system user name or an organizational unit. If you enter an organizational unit, then the e-mail can be processed by any agent who belongs to that organizational unit.
Route to Case Processor	Directs the incoming e-mail to the agent who is assigned as the case Processor in the Case Overview, only if the incoming e-mail is related to an existing case and the case number is still in the e-mail text.	Route To (On Exception) Organizational unit that the e-mail is routed to if there is no case associated to the incoming e-mail or if there is no processor assigned to the case.
Route to Service Ticket Responsible	Directs the incoming e-mail to the agent who is assigned as the Employee Responsible in the Service Header, only if the incoming e-mail is related to an service ticket and the service ticket number is still in the e-mail text.	Route To (On Exception) Organizational unit that the e-mail is routed to if there is no service ticket number associated to the incoming e-mail or if there is no employee responsible assigned to the service ticket.
Send Auto Acknowledgement	Sends an automatic notification that the e-mail was received.	Mail Form Outgoing E-Mail Address See descriptions from Auto Prepare. Create Interaction Record Creates an interaction record to record that an acknowledgement was sent after receiving the e-mail. (The outgoing e-mail acknowledgement text is not tied to the interaction record.)
Set Attribute Value	Allows you to set an attribute value in the fact base if certain conditions are met. This attribute can then be used in rule evaluation or passed on to actions.	Attribute Value
Stop Further Rule Processing		(No parameters)

Set rule policy authorizations

You can define your own groupings for authorization, for example, by department or by organization.

Authorization Field	Description	Values
ACTVT	Activity	The following values affect authorizations for policies: 01: Create or Generate 02: Change 03: Display 06: Delete 43: Release(For releasing draft rules)
ERMS_AUGR	Authorization Group	The values you defined for the authorization groups in Customizing activity Define Repository.
ERMS_CTXT	Context	The context in the CRM WebClient UI as defined in Customizing activity Define Repository.

Authorization Field

Description

Values

ACTVT

Activity

The following values affect authorizations for policies:

01: Create or Generate

02: Change

03: Display

06: Delete

43: Release(For releasing draft rules)

ERMS_AUGR