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Former Member

E-mail and Agent Assignment

Posted on Apr 06, 2011 at 12:20 PM 18 Views

Hi,

I am using CRM (2007) IC Webclient. ERMS is not configured.

Buy using workflow is it possible to configure the agent assignment for various e-mail address. i.e. Account agent will get in his inbox all the e-mail sent to accounts e-mail id, similarly new connection agent will get in his inbox all the e-mail sent to new connection e-mail id.

Hope I am clear to explain my issue. Waiting for some reply.

Regards,

Biplab

CRM Interaction Center SAP Customer Relationship Management
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1 Answer

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    Former Member
    Posted on May 05, 2011 at 08:11 AM

    Hi,

    if you are using workflow schema you can customize it - pass in task that creates worktiem the email address from workflow container and customize PFAC rule which will do the agent assignmenet based on email address.

    Regards

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