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 Detailed View


This process provides a detailed view of E-Mail Response Management System (ERMS) ERMS Architecture of Automated Processing.

Process Flow

  1. The inbound e-mail enters the SAP CRM system via SAPconnect.

  2. SAPconnect determines the e-mail distribution.

    For each e-mail account that accepts incoming e-mails, you can specify a delegation object. In ERMS, such a delegation is set up for each ERMS e-mail account. A specific ERMS Business Object Repository (BOR) object is used as the delegation target.

  3. The ERMS BOR object raises a BOR event that triggers the Workflow for ERMS .

  4. The ERMS workflow invokes the service manager.

    The exact structure of the ERMS workflow is subject to Customizing.

  5. The service manager determines the sequence of services to invoke according to Customizing. Usually, a number of fact gathering services is called first.

  6. Each fact gathering service reads or determines the specific context data, for example, business partner data and content analysis data, and adds this data to the Fact Base .

    Each service uses a simple eXtensible Stylesheet Language (XSL) style sheet to update the fact base, which is essentially an eXtensible Markup Language (XML) document.

  7. After fact gathering is completed, the service manager calls the Rule Processing Services .

  8. The rule processing services execute rules which evaluate the rule engine and determine the necessary actions.

  9. The rule engine evaluates all rules which reference data in the fact base.

    The access to the fact base is implemented with XPath statements.

  10. The rule engine returns a set of actions as a result of rule evaluation.

    The actions can have parameters, for example route to SERVICE where SERVICE represents an agent group.

    This set of actions is passed to the action handlers that are specified in service manager Customizing. Examples of such action handlers are an auto-acknowledge service or a service that redirects the e-mail to a user outside of the ERMS organization. After all action handlers are invoked, control returns to the workflow runtime.

  11. A work item is created. The system determines which agent group the work item is sent to according to the routing rule that was fired. This process is called agent determination. An agent from the corresponding agent group picks up the work item from the IC WebClient agent inbox.

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