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Auto-determination of CIC agents to an ERMS email in Agent Inbox

Oct 14, 2016 at 02:19 AM | 133 Views | Last edit Apr 10, 2018 at 06:05 PM 2 rev.

Hi,

I am looking for auto-determination of CIC agents to an ERMS email in Agent Inbox. My client has a predefined matrix for agents who would be servicing individual customers. These agent acts as account managers for each customer. The requirement is that when a Customer sends an email to CIC Agent Inbox the agent should be automatically assigned to this email. I checked on this and found the following transaction: CRMC_IC_MAIL_E_RESP (Maintain Rules for E-Mail) where we can define the responsibility mapping for Customer to Agent.

I assume we can use this responsibility rule in transaction by assigning to PDP access sequence, but can we assign this to Workitem email as well. Since it is not a transaction, how can I make use of this rule to assign these pre-defined agents to each email received. If there is any other way by which I can achieve this please share the same.

Best Regards,

Anuj

CRM Interaction Center
interaction center | agent inbox | responsibility rule
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1 Answer

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    Sigrid Wieshofer
    Oct 14, 2016 at 07:49 AM

    Hi Anuj,

    Rules defined in Transaction CRMC_IC_MAIL_E_RESP are only considered for the agent inbox workflow and not for ERMS workflow.

    For ERMS you need to create your rules in the rule modeller for the rule policy assigned to the service manager profile of the E-Mail address.

    Check SAP Help Portal about ERMS actions. There is no action which directly allows routing of an E-Mail to an account manager but you can create your own action (service) in the ERMS repository based on an existing action, e.g. Route E-Mail.

    Best Regards,
    Sigrid

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