The E-Mail Workbench
is an overview of e-mail processing in an interaction center, which you can also use as a means to mass process e-mails.
You can access the E-Mail Workbench
in the CRM WebClient UI by choosing .
You can perform manual operations for e-mails, such as searching, routing, forwarding, re-categorizing, and deleting e-mails. You can also view the specific rules that were invoked for a particular e-mail and process escalated e-mails.
You can view and in some cases edit the following elements of an e-mail:
E-mail text
Attachments
Rules for processing the e-mail
Associated categories, that you can add or remove. Automated processing can assign categories to e-mails as determined from Multilevel Categorization. You can change these categories if the assignment is not accurate or complete.
The Fact Base
Related e-mails
You have set up and actively used ERMS to process incoming e-mails.
You have set UT_ERMS_REPLICAT
as your ERMS service manager profile for Directly Called Services
. You do this in Customizing for Customer Relationship Management by choosing .