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Documentation on IC Webclient e-mail templates for responding with...

gary_king2
Participant
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I have not seen anything on using e-mail templetes to respond with. I'm particularly interestin on a link to a cookbook that might cover this subject and also on what keywords (replacement words) can be used as standard within the template.

Anyone?.

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Answers (1)

Former Member
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t-codes

CRM_ERMS_MAILTEMPL

CRM_ERMS_MAILFORMS

CRMD_TRANSLATE

Also look in the ERMS documentation.

gary_king2
Participant
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Thanks for your reply, but, I'm pretty sure that e-mail templates are not ERMS related. They are a feature of the standard IC web client, regardless of whether ERMS in installed or not, is that not correct?.

If this is the case then why consult ERMS documentation?.

I have ERMS installed and have also looked at the ERMS documentation, which although is very good on the setting up of ERMS it is incredibly sparse with information regarding e-mail templates.

Maybe I have mis-understood something regarding e-mail templates and their dependance on ERMS. After all I'm going on what our Functional people have informed me. I'm a developer, for your information.

With regards

Gary King

Former Member
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They can be used outside of ERMS, they can be used in actions as a response.

But they are often used in ERMS, i.e. to auto acknowledge an email coming into your interaction center, to be used as an auto signature on an email response, etc

Former Member
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FYI - CRM expert just published an article from John Burton

www.crmexpertonline.com (if you belong)

ERMS Email Escalation Notifications Help Prevent Frustrated Customers

where the mailforms are part of the solution.

former_member187490
Active Contributor
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Hello Gary,

Which CRM version are you working with? The reason I ask is that the tool for creating mail forms (email templates) works a bit differently after CRM 2005.

However, regardless of release you can find good documentation on SAP help under the topic "Personalized Mail" [Personalized mail|http://help.sap.com/saphelp_crm70/helpdata/EN/e4/024379bca04ad7ba3179d65e7ebd68/content.htm] and the sub-topics "Mail Forms": [Mail Forms|http://help.sap.com/saphelp_crm70/helpdata/EN/29/3ea450ad734304903f235f1e426c0d/content.htm] and "Working with Attributes": [Working with Attributes|http://help.sap.com/saphelp_crm70/helpdata/EN/2b/59dc46c50911d3b29b0050da3ee986/content.htm]

These mail forms can be used manually by agents in the Interaction Center (via the Standard Response feature in the Email Editor) as well as in ERMS for automated responses. The mail forms can also be used outside of the Interaction Center, for example when sending email blasts for a marketing campaign. Please let me know if you have any other, more specific questions.

Best regards,

John

gary_king2
Participant
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John/Glenn,

Thank you very much for your replies. My background is/was development and so I sometimes struggle where config is involved. However, I keep at a problem until it's resolved and of course learn much along the way. As soon as my current project is live I shall book myself on a few selective CRM courses. I'm sure this will help.

Best regards

Gary King