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 ERMS Architecture of Automated Processing


An E-Mail Response Management System (ERMS) handles large amounts of incoming e-mails. Automated processing uses standard procedures to automatically route or respond to incoming mails in a timely, efficient manner without manual intervention. You need to understand these processes if you are modifying the standard delivered solution, for example, creating new workflow objects.


Automated processing begins once an inbound e-mail enters the SAP CRM system. It ends once an e-mail response or solution is sent to the customer or when the e-mail arrives in the Interaction Center (IC) WebClient agent inbox.

There are two views of automated processing: