Version 2.

1 July 5, 2006

ERM S H o w T o Gu i d e f o r Co n s u l t a n t s

John Burton Product Manager mySAP CRM Interaction Center

ERM S Co n f i g u r a t i o n Gu i d e a n d Ot h e r I n f o r m a t i o n
Re a d t h e f o l l o w i n g d o c u m e n t s b e f o r e b e g i n n i n g a n ERM S c onfigurat ion projec t : OSS N o t e s
940882 ERMS FAQ Note

455140 Configuration of SMTP for E-Mail

882653 Set up and configure IC WebClient Agent Inbox 896925 Set up and configure ERMS for CRM 4.0 SIE 925554 ERMS documentation for CRM 5.0 896921 ERMS documentation for CRM 4.0 SIE

940883 Important ERMS correction notes for CRM 4.0 SIE

940884 Important ERMS correction notes for CRM 5.0

On l i n e H e l p & Re l e a s e N o t e s

Http://service.sap.com/releasenotes Http://help.sap.com
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K e y ERM S Se t u p T a s k s
ERM S Se t u p

Create RFC system user and receiving e-mail addresses for ERMS

Configure SMTP and SAPconnect

Configure ERMS Service Manager profile (optional, but very good idea) Create ERMS Policies and Rules (extremely, utterly & completely mandatory) Create Categories (optional, good idea)

Enhance ERMS Repository (optional)

Maintain sender e-mail addresses (transaction CRM_ERMS_OUTG_EMAIL)

Activate event linking (transaction CRM_ERMS_WF_CUST)

Assign agent for e-mail handling (transaction CRM_ERMS_WF_CUST)

Map receiving e-mail address to ERMS workflow (transaction SO28)

Define receiving e-mail addresses (transaction CRMC_IC_AUIADDR)

I n t r a n s a c t i o n PFCG a d d y o u r I C M a n a g e r u s e r -I D t o r o l e :
SAP_PCC_IC_MANAGER for CRM 5.0 SAP_PCC_ERMS_ADMIN for CRM 4.0

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SA Pc o n n e c t & SM T P Pl u g -I n Co n f i g u r a t i o n
SAPconnect provides a direct connection to the Internet through the SMTP plug-in of the SAP Web Application Server. As of SAP Web Application Server 6.10, the SAP systems kernel supports SMTP (Simple Mail Transfer Protocol) directly without the need for the SAP Exchange Connector. The SMTP plug-in, part of the Internet Communication Manager (ICM), is a dynamic library located in the execution directory of the SAP Web Application Server instance. Quick Guide to SMTP Configuration

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SA Pc o n n e c t A d m i n / SM T P M a i l Se r v e r
Transaction SCOT calls the admin interface of SAPconnect (with roles SAP_BC_SRV_COM_ADMIN and SAP_BC_SRV_GBT_ADMIN). SAPconnect settings must be made in each client. There is one SMTP node in each client that is created by the SAP system and cannot be deleted. SAPconnect Administration

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SI CF / SM T P Se r v e r
In transaction SICF, there should be one SMTP server (called SAPconnect) supplied in every SAP system. Create an additional SMTP server for each additional client. Create a service for every client in which messages are to be received using the SMTP plug-in. Creating services for SMTP plug-in

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RFC Sy s t e m U s e r f o r I n b o u n d E-M a i l s
Create a system user to process the inbound mails in each SAP client. Use transaction SU01 to create a user of the type System and assign the profile S_A.SCON to it. Creating an RFC user

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De f i n e Re c e i v i n g E-M a i l A d d r e s s e s v i a SA P M e n u

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I n b o u n d Di s t r i b u t i o n (T r a n s a c t i o n SO2 8 )
Inbound Distribution enables you to start a Workflow from an incoming e-mail. The business object has to have implemented the method RECEIVE of the interface IFRECEIVE. The method can trigger an event or start a workflow directly. In SO28 an entry is created for each ERMS-managed e-mail address that links the e-mail address to the BOR object ERMS Support 2 (ERMSSUPRT2). The BOR object ERMSSUPRT2 implements a special interface IFRECEIVE that is called by SAPconnect when new e-mails arrives.
Fo r n o n -ERM S I n b o x e -m a i l s , SA Pc o n n e c t f o r w a r d s t h e e -m a i l t o t h e B OR o b j e c t I CA U I SU PP (A U I : Su p p o r t o b j e c t ), w h o s e m e t h o d I FRECEI V E i s r e s p o n s i b l e f o r p r o c e s s i n g .

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M a p Re c e i v i n g A d d r e s s t o ERM S Wo r k f l o w v i a SA P M e n u o p t i o n M a i n t a i n Re c i p i e n t Di s t r i b u t i o n

Choose ERMS support 2

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A s s i g n A g e n t f o r E-M a i l H a n d l i n g v i a SA P M e n u
I n t r a n s a c t i o n CRM _ERM S_WF_CU ST u n d e r ERM S 1 w o r k f l o w , e i t h e r u s e a g e n e r a l t a s k f o r ERM S d e c i s i o n i n o r d e r t o a l l o w r o u t i n g t o a l l a g e n t s (d e p e n d e n t o n Ru l e M o d e l e r r u l e s ), o r alt ernat ively spec ify individual agent s or agent groups w ho w ill b e e l i g i b l e f o r e -m a i l r o u t i n g (d e p e n d e n t o n Ru l e M o d e l e r r u l e s ).

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A c t i v a t e Ev e n t L i n k i n g i n CRM _ERM S_WF_CU ST

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M a i n t a i n Se n d e r E-M a i l A d d r e s s e s v i a SA P M e n u

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B u s i n e s s Wo r k f l o w
E-mails coming from SAPconnect are internally carried by workflow work items with a SAPoffice document representing the email itself. The work items are assigned to the Interaction Center Agent Inbox of the responsible owner. For each inbound ERMS e-mail an instance of an workflow is created, which remains alive until an IC agent processes the e-mail. At this point a CRM business document is created (Service Ticket or Interaction Record) and the SAPoffice document is saved with business document. The workflow instance that carried the ERMS process to this stage is terminated and the business document takes over. Screenshot on the next page shows workitem selection of task type TS00207914 in transaction SWI1.

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B u s i n e s s Wo r k f l o w

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M o n i t o r i n g E-M a i l a n d B u s i n e s s Wo r k f l o w
In order to monitor whether incoming e-mail has reached SAPconnect use transaction SOST. E-mail can be released from SAPconnect via batch job or manually via the SAPconnect administration transaction SCOT. In order to monitor the e-mail work items once they have left SAPconnect, use transaction SWI1. Select task type TS00207914 (dialog step) to display the work item container of the e-mail including actions and factbase. N o n ERM S I n b o x e -m a i l s u s e t a s k t y p e T S0 0 1 4 0 0 8 0 3 0 . Select task type TS00207915 (background) to view, via the workflow log, the list of agents for routing. Transaction CRM_ERMS_LOGGING (Check Automatic Processing Details) can be used to display a detailed log of a selected ERMS work items (using the work item ID from SWI1) including complete rule execution results. See the attachment FAQInbox of OSS note 882653 for detailed information on how e-mails arrive into the Interaction Center Agent Inbox via SAPconnect.

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M o n i t o r i n g E-M a i l i n B u s i n e s s Wo r k f l o w (t a s k T S0 0 2 0 7 9 1 4 )

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M o n i t o r i n g E-M a i l i n B u s i n e s s Wo r k f l o w (t a s k T S0 0 2 0 7 9 1 5 )

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CRM _ERM S_L OGGI N G Ch e c k A u t o m a t i c Pr o c e s s i n g De t a i l s

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B CI (B u s i n e s s Co m m u n i c a t i o n I n t e r f a c e )
Inbound e-mails come through the SAPconnect BCI (Business Communication Interface) layer. In transaction SO28 (Inbound Distribution), SAPconnect can be configured so that received emails are processed by BOR object ERMSSUPRT2 via interface IFRECEIVE. A BOR object of type SOFM (e-mail document) is created for each newly arrived e-mail, and the RECEIVE method of ERMSSUPRT2 is called with the e-mail document as a parameter. The RECEIVE method calls function module CRM_ERMS_RECEIVE_DOCUMENT to handle tasks such as raising the event MailReceived, which is the starting event for the workflow ERMS1 (WS00200001). N o n -ERM S
I n b o x e -m a i l s u s e t h e w o r k f l o w i s WS1 4 0 0 0 1 6 4 .

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Ro l e o f B OR Ob j e c t ERM SSU PRT 2 i n ERM S

Receives SAPconnect e-mail

Invoked by SO28 to create SAP office document and BOR SOFM representation of e-mail Trigger ERMS1 workflow for each e-mail if event linking active

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B OR Ob j e c t ERM SSU PRT 2 Ev e n t M a i l Re c e i v e d

Ev e n t l i n k i n g m u s t b e a c t i v a t e d .

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ERM SU PRT 2 Ev e n t M a i l Re c e i v e d T r i g g e r s Wo r k f l o w T e m p l a t e ERM S1

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Wo r k f l o w T e m p l a t e ERM S1 Co n t a i n e r
T h i s w o r k f l o w i s u s e d a s t h e c o n t a i n e r f o r t h e e -m a i l , a n d i t c o n t a i n s i n f o r m a t i o n a b o u t t h e s t a t u s o f t h e e -m a i l , a n d w h o i s t h e r e s p o n s i b l e f o r r e a d i n g /r e s o l v i n g i t .

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Wo r k f l o w ERM S1 (WS0 0 2 0 0 0 0 1 )
B OR o b j e c t ERM SSU PRT 2 e v e n t M a i l Re c e i v e d c r e a t e s i n s t a n c e o f ERM S w o r k f l o w WS0 0 2 0 0 0 0 1 f o r e a c h SA Pc o n n e c t e -m a i l .

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T a s k T S0 0 2 0 7 9 1 5 I n v o k e ERM S Se r v i c e M a n a g e r
Workflow ERMS1 task TS00207915 (type background), which refers to method RULEEXECUTION of BOR object ERMSSUPRT2, is where the rule engines Service Manager profile is invoked, and where the rules are applied to the incoming email.
I n v e r s i o n CRM 5 .0 t h e r e i s a s e p a r a t e c u s t o m i zi n g v i e w f o r dynam ic profile det erm inat ion as show n right . I n CRM 4 .0 SI E t h e s e r v i c e m a n a g e r profile t o be ex ec ut ed is passed via w o r k f l o w d a t a b i n d i n g (d e f a u l t v a l u e i s DEFA U L T ) a s s h o w n o n nex t slide.

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T a s k T S0 0 2 0 7 9 1 5 I n v o k e ERM S Se r v i c e M a n a g e r CRM 4 .0

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T a s k T S0 0 2 0 7 9 1 5 I n v o k e ERM S Se r v i c e M a n a g e r a n d Ru l e Ex e c u t i o n

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ERM S Se r v i c e M a n a g e r Pr o f i l e
T h e ERM S Se r v i c e M a n a g e r p r o f i l e c o n t r o l s t h e o r d e r o f e x e c u t i o n of direc t ly and indirec t ly c alled servic es suc h as: Fact gathering services (e.g. content analysis, email, webform, service ticket, business partner, etc.)

Utility Services

E-Mail routing service

Rule execution service

Se r v i c e s a r e e x e c u t e d i n t h e o r d e r t h e y a r e d e f i n e d i n t h e c onfigurat ion. You should c arefully dec ided w hic h fac t gat hering servic es t o c all direc t ly before rule ex ec ut ion and w hic h t o let be c a l l e d i n d i r e c t l y v i a r u l e a t t r i b u t e s u s i n g e .g . t h e 8 0 /2 0 r u l e . Di r e c t l y c a l l t h o s e s e r v i c e s y o u w i l l n e e d m o s t o f t e n i n r u l e e v a l u a t i o n . Fo r l e s s f r e q u e n t l y a c c e s s e d r u l e s , l e t t h e s e r v i c e b e c a l l e d i n d i r e c t l y f r o m t h e r u l e (n o s p e c i a l a c t i o n i s r e q u i r e d o t h e r t h a n i n c l u d i n g t h e c h o s e n a t t r i b u t e i n a r u l e ).

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ERM S Se r v i c e M a n a g e r Pr o f i l e Co n f i g u r a t i o n

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Cr e a t e ERM S Po l i c i e s i n Ru l e M o d e l e r
Default Policy
T h e Se r v i c e M a n a g e r Pr o f i l e c a l l s a n ERM S Po l i c y w h i c h begins ex ec ut ing it s rules, w hic h c ould inc lude invok ing anot her polic y. If anot her polic y i s i n v o k e d , t h e I n v o k e Po l i c y ac t ion is ex ec ut ed by t he servic e m anager aft er t he c urrent polic y is c om plet ely proc essed; It is not ex ec ut ed im m ediat ely. I n CRM 4 .0 r u l e s a r e e x e c u t e d aft er eac h polic y is evaluat ed. If m ult iple oc c urrenc es of t he sam e rule arise, t he behavior d e p e n d s o n t h e r u l e (f i r s t d e l e t e w i n s , l a s t r o u t e w i n s , a l l a u t o a c k n o w l e d g e s o c c u r , e t c .). I n CRM 5 .0 a f o r m a l Co n f l i c t Re s o l u t i o n m e c h a n i s m i s int roduc ed.

Invoked Policy A

Invoked Policy C

Policy B

Policy D

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Cr e a t e ERM S Ru l e s i n Ru l e M o d e l e r

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ERM S Co n d i t i o n A t t r i b u t e s
Senders First Name Senders Last Name Senders Country Senders Language Calendar: Todays Date Calendar: Day of the Week Calendar: Remaining Days of the Month Calendar: Time Calendar: Week of the Year Case Category Case Close Date Case Original Creator Case Planned End Date Case Escalation Reason Case GUID Case ID Case Priority Case Processor ERMS: Best Minus Next Best Score ERMS: Number of Top Categories ERMS: Best Category Score ERMS: Top Scoring Category E-Mail Language Is Bounce E-Mail Content E-Mail Original Recipient E-Mail Sender E-Mail Subject Service Ticket Category Service Ticket Number Service Ticket Priority Service Ticket Responsible

Case Responsible Supervisor Case Status Case Type ERMS: Content Analysis Accuracy

Service Ticket Status Web Form Account Web Form ID Web Form Sender E-Mail Address Sample Web Form: Country Sample Web Form: Description Sample Web Form: Priority Sample Web Form: Problem Contact SAP: Email Contact SAP: Gender

ERMS: All Matching Categories ERMS: Number of Matching Categories

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Re p o s i t o r y Ea s i l y Ex p a n d a b l e

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ERM S Co n d i t i o n Op e r a t o r s
CONTAINS EQUALS CONTAINSELEMENT GREATERTHAN LESSTHAN MATCHCATEGORY NCONTAINSELEM NCONTAINS

Tips and Tric k s Op e r a t o r s w o r k m a t h e m a t i c a l l y , t hough not nec essarily int uit ively. T h e e x p r e s s i o n i f SA P i s g r e a t e r t h a n Or a c l e w o u l d o f c o u r s e b e e v a l u a t e d t o t r u e b y ERM S. How ever, t he rat ionale is t hat t he first c harac t er of t he t ex t st ring SA P i s a n S w h i c h a s a l e t t e r c o m e s l a t e r i n t h e a l p h a b e t t h a n O, t h e f i r s t c h a r a c t e r i n Or a c l e ; S i s t h e r e f o r e g r e a t e r t h a n O. Alt hough at t ribut es and ac t ions c an be easily added or rem oved from t h e ERM S Re p o s i t o r y v i a c onfigurat ion, operat ors are m ore diffic ult t o c hange and require m odific at ion.

NLESSTHAN

NGREATERTHAN NMATCHCATEGORY

NEQUALS

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ERM S A c t i o n s
Route to Route to Service Ticket Responsible

Delete

Forward

Route to Case Processor

Send Auto Acknowledge Auto Prepare Auto Respond

Add Attribute Value Set Attribute Value Invoke Policy

Create interaction record

Create Service Order (new with 5.0)

Stop Further Processing

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I n s e r t i n g t r a c k i n g I D o f s e r v i c e t i c k e t i n t o e -m a i l
In order t o enable t he aut om at ic insert ion of servic e t ic k et t rac k ing ID int o em ails:
Insert tracking ID object/attribute SERVICE_ORDER_TRACKING_TEXT into the mail form text. Create a mail form in transaction CRM_ERMS_MAILFORMS.

Optionally add attributes specifying that the SERVICE TICKET NO should not equal to null, to prevent the tracking text ID from being inserted into e-mails when there is no service ticket. Add mail form in the e-mail profile and enable tracking of text on reply.

Set up a rule in the Rule Modeler to route emails to the service ticket processor.

A f t e r c r e a t i n g a s e r v i c e t i c k e t a n d t h e n c r e a t i n g a n e w e -m a i l (o r r e p l y i n g t o a n e x i s t i n g e -m a i l ) t h e s e r v i c e t i c k e t t r a c k i n g I D w i l l b e a u t o m a t i c a l l y i n s e r t e d i n t o t h e e -m a i l . Wh e n a c u s t o m e r r e p l i e s t o t h e e -m a i l c o n t a i n i n g t h e t r a c k i n g t e x t , t h e e -m a i l w i l l b e r o u t e d t o t h e A g e n t I n b o x o f t h e e m p l o y e e r e s p o n s i b l e f o r t h e t i c k e t . I n CRM 5 .0 , t h e e m a i l w ould also be link ed t o t he business c ont ex t of t he t ic k et .

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I n s e r t i n g t r a c k i n g I D f o r s e r v i c e t i c k e t i n t o e -m a i l

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I n s e r t i n g s e r v i c e t i c k e t t r a c k i n g I D i n t o e -m a i l p r o f i l e (c o n f i g u r a t i o n o p t i o n s v i a X M L o r A B A P v i e w s )

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Cr e a t e a r u l e i n t h e Ru l e M o d e l e r t o r o u t e e -m a i l s t o t h e s e r v i c e t ic k et proc essor

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T a s k T S0 0 2 0 7 9 1 4 ERM S Ro u t i n g De c i s i o n s
Task TS00207914 (type Dialog) is created as a wrapper for the e-mail so that the e-mail can be handled in the Interaction Center. If neither DeleteFlag nor StopProcessingFlag is set, the workflow will create a workitem with task id TS00207914 (Route). This work item is bound to workflow rule 00200136 (ERMS routing), which is associated with function module CRM_ERMS_AGENT_DETERM1. This function module is ultimately responsible for returning the list of organizational objects (in our case users) who will be processors of the work item. Default routing can be maintained in the Service Manager in case rule-based routing cannot be determined.

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T a s k T S0 0 2 0 7 9 1 4 ERM S Ro u t i n g De c i s i o n s

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I n t e r a c t i o n Ce n t e r A g e n t I n b o x Co n f i g u r a t i o n
Define Item Types:

Inbox SAP Office Item (Inbox Item: SAP Office Outbound E-Mail)

Inbox Workitem (Inbox Workitem Inbound E-Mail, Fax, Letter)

Define Item Categories for Searches

Inbox Workitem (E-Mail)

Inbox SAP Office Item (SOFM)

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I n t e r a c t i o n Ce n t e r A g e n t I n b o x
The e-mail work items have status Open until selected by an agent (e.g. via Interact or Process and Record). After the email is selected and a business document is created, the workflow is deleted and the status of the work item is set to complete. Agents can also manually set a work item to complete in the event that e.g. a telephone call rather than an e-mail was placed to the business partner. Additionally, own customer statuses may be created in the IMG. Agents can then set the custom status rather than setting the item to complete. Agents can also manually delete e-mails form the Inbox e.g. in the case of SPAM.

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I n t e r a c t i o n Ce n t e r A g e n t I n b o x

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Re s o u r c e s
OSS Notes
940882 ERMS FAQ Note 455140 Configuration of SMTP for E-Mail

882653 Set up and configure IC WebClient Agent Inbox 896925 Set up and configure ERMS for CRM 4.0 SIE 896921 ERMS documentation for CRM 4.0 SIE

940883 Important ERMS correction notes for CRM 4.0 SIE 925554 ERMS documentation for CRM 5.0 940884 Important ERMS correction notes for CRM 5.0

SAP Library, SAP Help, and Online Knowledge Warehouse Documentation

SMTP Configuration Guide SAPconnect External Sending in SAP System via Business Workplace ERMS Online Documentation

SDN Weblogs & Other Resources

Sending E-Mail from ABAP Strategic Data Solutions

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Co p y r i g h t 2 0 0 6 SA P A G. A l l Ri g h t s Re s e r v e d
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