Skip to Content
Product Information

The World’s Greatest ERMS Configuration Guide, by Amrish Singh

Preface by John Burton

SAP first introduced ERMS (E-Mail Response Management System) with CRM 4.0 Service Industries Extension back in 2004. In early 2006 I published SAP Note 940882 (ERMS FAQ Note) that contained links to two presentations: an ERMS Overview presentation and an ERMS How-To Guide. While the How-To Guide was very well received at the time, over the next nine years the guide gradually became somewhat outdated as new ERMS features were introduced and  configuration options were modified and expanded.

Thankfully, I’m happy to announce that a new, updated ERMS configuration guide is now available. Amrish Singh, a Senior CRM Solution Consultant with UCS Solutions (Pty) Ltd, has created what can only be described as, “The World’s Greatest ERMS Configuration Guide for SAP CRM“. This new guide is based on the latest CRM 7.0 release and contains helpful and up-to-date images and screen shots. I hope you find the guide as amazing and helpful as I do.

Additionally, all of the various ERMS related configuration guides and documentation have also been collected here in the blog post, “ERMS Configuration Guides and Documentation”.

Follow me on my blog at

Amrish Singh: Amrish is a Senior CRM Solution Consultant with 8 years cross-industry experience. With 10 full-cycle implementations under his belt in South Africa and the Middle East, Amrish has delivered complex integrated solutions. Of late, Amrish’s main focus has been delivering high quality Retail solutions. For more information on how you can take your Retail CRM implementation to the next level contact amrish.

UCS Solutions: UCS Solutions (Pty) Ltd, provides ICT related solutions and services primarily to businesses operating within the retail value chain. With a focus on the utilization of SAP and other retail related solutions, we support businesses through consultation and collaboration, thereby ensuring that our clients gain maximum returns from their IT investments. UCS Solutions is an ITIL and ISO 20000 certified IT Service Provider and was the first South African company to achieve ISO 20000 (IT Service Management) and ISO 22301 certification. UCS Solutions is a member of the JSE listed Business Connexion Group. For more information:

You must be Logged on to comment or reply to a post.
  • Hi John,

    I hope the new ERMS guide is accessible only if we have sap jam credentials for our company. Is it possible to keep it in scn so everyone can access.

    Thanks & Regards,


    • Hi Kiruthika,

      Unfortunately the Word document was too large (6 MB) to upload to SCN/BPX. I was not able to re-create the document via the SDN/BPX editor either as it kept crashing after I uploaded only a dozen of the 60+ images.



      • Hi John,

        In that case is there any other way we can take help from moderators to keep this doc accessible for common users. I have followed  ERMS - How to guide for consultants for configuration in project recently. Interested in the new guide released.

        Thanks & Regards,

        Kiruthika K.

      • Hi John,

        I tried to access the document on SAP Jam (using my S-User). Unfortunately, I get a an access denied error message. What do I need to do to get access to the document?

        Furthermore, wouldn't it be possible to release the document as a PDF here on SCN?


  • Hi John

    Ditto to Kiruthika's request.

    In addition I've worked with Amrish on a number of a projects at UCS-Solutions. In addition to being a great SAP CRM Consultant, he a bit of a legend and a real gentleman as well.




  • I tried accessing the document from SAP JAM (my company is registered there). However, the document is not available there. I have reached out to Amrish Singh on his email address and hope to hear from him.

    Will update you all.


  • It seems that people were not able to access the document from the JAM site, so I have moved the document to another site using SAP Mobile Docs. Hopefully everyone is able to access it now. If not, let me know.

    I will also continue to look into how we might be able to host this large document on SDN/BPX, but so far I haven't found a way to upload the document or re-create it using SDN/BPX as there are too many large image files.

    • Hi John,

      Thanks for the write up, yes I did see the new blog which you created and the document could be downloaded from the SAP Mobile Docs.Thanks for sharing the same across, very well written and explained beautifully with screen shots.

      Kind Regards


    • Dear John, thanks for your always precious input. Unfortunately it seems access to the new ERMS guide in SAP Mobile Docs has expired. I cannot access to it. Can you please check this?

      Thanks a lot, Sabine