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Function documentationRule Modeler


You use the rule modeler to create, maintain, and release rule policies in the CRM WebClient UI.


The rule modeler is available for the following areas, known as “contexts”, accessible from the Process Modeling area of the CRM WebClient UI:

  • Account and contact management

  • Approval management

  • Bounce management

  • Checklist determination

  • Checklist step partner determination

  • E-mail response management system (ERMS)

  • Intent-driven interaction

  • Lead distribution

  • Opportunity distribution

  • Order routing

  • Service documents

  • Service order/complaint dispatch

  • Service request management

To use the following contexts, you must activate either the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC) or the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP):

  • Checklist determination

  • Checklist step partner determination

When you select one of the above contexts, you define the area in which you want to create or maintain rules. Rules and rule policies defined in each context are completely independent of one another. The variables that you use in the rule conditions are based on the context.

SAP delivers rules and policies that can be extended with custom coding as needed. With these objects you create IF — THEN rules.


Optionally you can extend the default attributes, conditions, and actions. You do this in Customizing for Customer Relationship Management under Start of the navigation path E-Mail Response Management System Next navigation step Define Repository End of the navigation path.