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E-Mail Response Management System(ERMS) is a tool for managing large amounts of incoming e-mail. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail. ERMS provides tools for agents to efficiently and consistently respond to messages, and for managers to administer, monitor and report on the whole e-mail process.

In this blog I explain how to use mail forms to customize personalized e-mail content used in auto acknowledgements, auto response, standard response, including tracking text for service tickets and cases, and send internet mail, fax or SMS. I also explain how to use translation tool to create a Chinese mail.

I launched CRM web UI, sales Operation->search mail form, new or create mail form.

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I create id xiaohong_demo, the default language is English with the default text element, fill the description and subject. There are 5 categories of attribute: Business partner, marketing attributes, campaignes, system Attributes and additional fields, I selected the business partner and related person full name.

 

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I created the Hyperlinks for mail http://www.sdn.sap.com/, the fact you can add the personalization here.

 

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I created multiple text elements and edit the structure of the mail, and add the response Tracking information like response IDs which is invisible, if the business partner responds to mail, the system can read the response ID,  response code is visible, this is useful for fax and SMS.

 

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I added the attachment in my mail and set the condition also.

 

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I create the translate for all the text element in Chinese and I used the communication channel e-mail to test the mail in Chinese and English.

 

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I received the mail in my hotmail in Chinese and English.

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