Setting Up ERMS
This procedure describes the basic settings needed for E-Mail Response Management System
For more information, see SAP Notes 925554
and 882653
.
Note
SAP delivers preconfigured rules and rule policies and their associated elements for ERMS. If you want to extend these rules and rule policies, you can do this using custom coding.
Your IT administrator has created e-mail addresses for receiving incoming e-mails.
Step |
Description |
|---|---|
Create an organizational model. |
In Customizing for |
Maintain workflow standard settings. |
In Customizing for |
Define receiving e-mail addresses. |
In the SAP Menu, choose . |
Assign receiving e-mail addresses to ERMS workflow. |
In the SAP Menu, choose . |
Assign agents for e-mail handling. |
In the SAP Menu, choose . Choose 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 . Choose For Use business object repository (BOR) |
Define outgoing e-mail addresses. |
In the SAP Menu, choose . |
Define service manager profiles. |
In Customizing for Choose |
Assign service manager profiles. |
In Customizing for |
Create ERMS policies and rules |
In the Interaction Center, choose .
Choose |
Assign standard tasks to communication methods |
In Customizing for Choose |
Define e-mail templates and e-mail forms. |
In the Interaction Center, choose . |
Step |
Description |
|---|---|
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 . |
Extend the ERMS repository. |
In Customizing for Customer Relationship Management choose. |
Define additional e-mail profiles. |
In Customizing for Customer Relationship Management choose. |
Define catalogs, codes, and subject profiles. Catalogs are resources which help ensure the uniform use of terms |
In Customizing for Customer Relationship Management choose. |
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. |
Define reporting for e-mail statuses and events. |
In Customizing for Customer Relationship Management choose. |
Delete reporting data. |
In the SAP Menu, choose . |