Overview
Purpose
This process provides a high level overview of the E-Mail Response Management System (ERMS) Automated Processing.
Process Flow
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1. The SAP CRM receives an inbound e-mail.
2. Depending upon Customizing, the system sends an auto acknowledgement.
3. Content analysis and fact gathering starts.
Fact gathering service analyzes the e-mail content and retrieves its business context.
4. Based upon fact gathering data, Customizing, and workflow settings, the system determines how to respond or route the e-mail. The following are possible:
a. 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.
b. Sending of an auto response
c. Setting certain parameters for the inbound e-mail such as priority or deadline
Result
The e-mail is automatically processed. You can track statistics through ERMS reporting.
See also: