ERMS Email Data to Interaction Record (CRM 2007)

[Former Member]

Hi,

We have a requirement that we need to default data coming from the email to the interaction record. For example, we need to get the email subject, receiver email address and stuff and use those values to set values on our custom fields. Say, if the email subject contains "Benefits" then set the interaction record zzcustom_field to "EE Benefits" and description field "Email EE Benefits Query".

Thanks in advance!

Regards,

Marc

[Former Member · Accepted solution]

Hello Marc,

This can be achieved by setting up rule policy for ERMS. based on discripiton of the incoming e-mail and other attibutes you can default it to a particular group

Regrads

Raj

[Former Member · Accepted solution]

Hi Shankar,

Thanks for your response. The problem in here is not about routing emails to a particular group. We already did that part. What we need is when the email is received on the agent inbox, the system should default the fields on the interaction record created depending on the fact data that has been gathered just like on the example above.

We're thinking of a way where when the agent clicks the interact button, there will be a process/custom method triggered to get the fact data of that email then transfer it to interaction record and so on.

I hope this clears up the confusion.

Regards,

Marc

[Former Member · Accepted solution]

Hello Mark,

Aah, ok in that case, why don't you go for creation of an interaction record when an e-mail is received in the Agent inbox (This is also configurable in the ERMS rule policy).

This way you can get the infomration and also modify/enhance what infomration your client needs on the interaction record.

Is my understanding correct?

Regards

Raj