E-Mail Response Management

 E-Mail Response Management System
(ERMS) is a tool for managing large
amounts of incoming e-mails
 ERMS provides services for
automatically processing and organizing
incoming e-mail

 ERMS provides tools for Agents to efficiently
and consistently respond to messages.
 ERMS provides tools for Managers to
administer, monitor, and report on the whole
e-mail process.
 ERMS provides automated processing that
uses standard procedures to automatically
route or respond to incoming mails without
manual intervention
Manager Features
 Easy-to-use interfaces are available for
modeling rules and categories, and for
monitoring and viewing analytics.
 Rule Modeler:used to create, modify,
and administer rules that are used for
the handling and evaluation of all
incoming e-mails
Manager Features
 Rule Modeler
 ERMS Simulator
 Email Workbench
 ERMS Analytics

ERMS Simulator
 simulator allows you to simulate the
results of new or changed rules edited
in the Rule Modeler before they are
 You see how incoming e-mail receipt
and processing in your interaction
center (IC) would be affected or
 You also see a detailed view of the
resulting actions and categorizations for
those e-mails.
 The ERMS simulator gives you the
advantage of changing your rules and
adjusting them accordingly, based upon
the simulation results before the rules
go live.
 The ERMS simulator uses existing e-
mails that were already received and
processed as a sample e-mail base. You
see how those e-mails would have been
affected if your rules were used to
process them.
E-mail Workbench
 The e-mail workbench is an overview of e-
mail processing in your interaction center and
a means to mass process e-mails.
 You can monitor agent activity, look at queue
volumes and statistics, process escalated e-
mails, and perform manual operations for e-
mails, such as searching, routing, forwarding,
recategorizing, and deleting e-mails.

 You can view individual details for each
e-mail including the e-mail text, Rules
that processed the e-mail, associated
categories, Fact Base, and Automated
Processing log.
ERMS Analytics
 analytics consists of monitoring and reporting
capabilities that allow you to monitor and
manage the configuration, settings, and
performance of your ERMS
 You can use reports to obtain information
about the necessary key performance
indicators for a performance analysis of
interaction centers using ERMS.
 You can use these key performance
indicators to reassess the strategy of
each interaction center in terms of
agent utilization, organization of the
ERMS configuration, and so on
Agent Features
 Responses
 Email Editor
 Agent Inbox
 Email Threading
Agent Features
 Responses
 There are several types of responses
that can be used to automate e-mail
 This automated processing saves
agents time in compiling and searching
for information and ensures consistent
handling and messaging to customers.
Email Editor
 Function in the Interaction Center (IC)
WebClient that allows processing of
incoming and outgoing e-mails.
Agent Inbox in the IC
 Agent inbox is used to call up incoming
e-mail messages, work items, and
various business objects for display or
 The agent inbox is a central worklist
that the entire team can use to work on
incoming objects.
E-Mail Threading
 E-mail threading can be used for service
tickets and cases to link e-mails to the
associated business object, keeping all
communication and related e-mails together
for easy access to the information, regardless
who handles the business object.
 E-mail threading also enables the routing of
e-mails to the person who is responsible for
that business object if the customer sends
the e-mail back to the interaction center.
Automated Features
 Automated Processing
 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.
 Rules
 Content Analysis
 Escalations
 Automated processing begins once an
inbound e-mail enters the SAP CRM
 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
 Combination of conditions and actions
used in rule evaluation to determine the
routing of incoming e-mails in the ERMS
 Rules are created and maintained in
rule folders.
 The folders are used to group related
Content Analysis
 This function identifies for a specified content
the categories that best suit this content and
makes automatic category suggestions.
 The suitable categories are determined by
means of content queries, which were
assigned in the BSP application category
editor to the schemas that are used
E-Mail Escalation
 E-mails can be escalated if they are not
processed within a specific period of
 For example, e-mails that are not
processed within 24 hours after the
initial receipt are escalated.
 You can define the time periods that
determine the escalation.
 You can get notified and view escalated
e-mails as soon as the escalation
 From reviewing escalated e-mails, you
can reroute the e-mail or decide on
another action to speed up processing.
Workflows for ERMS
 1. ERMS allows automated processing of
inbound e-mails received via SAPconnect.
 2. E-mails can be automatically responded to
or sent to an agent group for manual
 3. An inbound communication triggers the
workflow template WS00200001 which
controls the work item processing and fulfills
several tasks.
 The most important tasks are:
 Determining the responsible agent
group and routing the work item to that
 Deleting and stopping further manual
Technical Details
 Workflow Template:WS00200001
 Triggering Event:Mailreceived
 Busnness Object:ERMSSUPRT
 Methods:
 RECEIVE :Receives the mail from
 RULEEXECUTION:Raises the event
MailReceived and triggers workflow
Setting up ERMS
 PPOC :Create Organizational model
 SWU3:Maintain workflow standard
 CRMC_IC_AUIADDR :Define receiving
e-mail addresses.
 SO28:Assign receiving e-mail addresses
to ERMS workflow
 CRMC_IC_MAIL_WF :Assign agents for
e-mail handling.
 SWETYPV: Activate event linkage
outgoing e-mail addresses
 PFCG: Assign user ID to the
SAP_PCC_IC_MANAGER role in role