This process provides a high level overview of the E-Mail Response Management System (ERMS) ERMS Architecture of Automated Processing.
The SAP CRM receives an inbound e-mail.
Depending upon Customizing, the system sends an auto acknowledgement.
Content analysis and fact gathering starts.
Fact gathering service analyzes the e-mail content and retrieves its business context.
Based upon fact gathering data, Customizing, and workflow settings, the system determines how to respond or route the e-mail. The following are possible:
Determining which agent group is responsible for processing the e-mail
Once the responsible agent group is determined, the e-mail is routed to the agent inbox.
Sending of an auto response
Setting certain parameters for the inbound e-mail such as priority or deadline
The e-mail is automatically processed. You can track statistics through ERMS reporting.
See also: