ERMS Overv iew for Consul t ant s

John BurtonProduct ManagermySAP CRM Interaction Center

Version 2.1Apr 12, 2006

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ERMS – Int roduc t ion

ERMS prov ides pow erfu l , s im ple-t o-use t oo ls for m anaging large vo lum es of inbound e-m ai l and w eb form s…

Increase agent productivity� Auto-prepare agent responses using e-mail templates � Auto-suggest relevant solutions

Improve customer service� Auto-respond to simple requests� Auto-acknowledge complex request with tracking IDs and ETAs

Empower managers and supervisors� Enable business users to create rules for e-mail routing and

processing� Allow supervisors to view and manage queue volumes and SLAs� Provide managers with real-time monitoring and historic analytics

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ERMS – Feat ures & Func t ions

Rule-based handl ing of inc om ing e-m ai ls and w eb form s:� Rule-based routing� Auto acknowledge / auto respond� Auto prepare (one-click response)� Escalation notification (new w i t h 5 .0)

� Automatic creation of interaction record� Automatic creation of service ticket (new w i t h 5 .0)� Linking of incoming e-mail to existing service ticket (new w i t h 5 .0)� Deletion of e-mails

Manager produc t iv i t y t oo ls� Rule Modeler & Category Modeler� Real-time monitoring and historic analysis� E-Mail Workbench & ERMS Simulator (new w i t h 5 .0)

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ERMS – Com m unic at ion Landsc ape

Customer

SAP

IC Agent

ICI Multichannel

Interface

Screen pop

WorkflowSAPConnect

IC Agent Inbox

External Communication

SoftwareICI E-Mail

ERMS E-Mail

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ICM

Arc hi t ec t ure of ERMS E-Mai l Flow

Business Workflow

SAPconnect

SMTP-compliant mail server

Web Application Server (WebAS) 6.10 or higher

BCI / BCS

SMTP plug-in

TCP/IP Port

middle message layer

lowest layer

application layer

ERMS Service Manager

ERMS Rule Engine

IC Agent Inbox

SAPoffice

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ERMS Runt im e Ex ec ut ion – ‘Fine Pr in t ’

Inbound e-mail arrives and SAPconnect calls IFRECEIVE interface of BOR object ERMSSUPRT2. Based on the e-mail address mapping maintained in transaction SO28, Inbound Distribution invokes receive method of ERMSSUPRT2, creating a BOR object of type SOFM (e-mail document) and a SAPoffice document representing the e-mail. The receive method also calls the function module CRM_ERMS_RECEIVE_DOCUMENT, which triggers mapped workflow ERMS1 via the BOR event MailReceived.

ERMS1 acts as a container for the e-mail, storing information about the e-mail status and owner. ERMS1 contains 3 tasks: ERMS 1 (WS00200001, type background), ERMS Rule Execution (TS00207915, type background), and ERMS Decision (TS00207914, type Dialog). Task TS00207915 invokes the ERMS Service Manager which itself refers to method RuleExecution of BOR object ERMSSUPRT2 .

The Service Manager loops through the configured directly-called services which typically include fact-gathering services for content analysis, web forms and service tickets, as well as the rule execution service. The fact gathering services retrieve information and make it available in the fact base. The rule execution service checks for the assigned ERMS policy and then executes the programmed rules, accessing data from the factbase as needed. If necessary, the rule execution service can invoke fact gathering services that were not directly invoked earlier (this is referred to as ‘lazy invocation’). Actions are executed at the end of rule evaluation (or as they are evaluated) depending on the configuration in the ERMS Repository for each action.

Based on the results of the rule execution, the ERMS Rule Execution task TS00207915 can produce one of three results: delete e-mail, stop further processing, or route e-mail via task TS00207914. If the e-mail is to be routed, workflow rule 00200136 (ERMS routing) will determine the responsible agent for the work item via function module CRM_ERMS_AGENT_DETERM1.

Once the e-mail work item is processed by an Interaction Center agent, a CRM business document (e.g. Service Ticket or Interaction Record) is created and the workflow is terminated. The SAPoffice document representing the e-mail will be saved with the CRM business document (i.e. Interaction Record or Service Ticket). The Agent Inbox work item will be set to Complete.

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ERMS Runt im e Ex ec ut ion Diagram

Fact Base (XML)

Fact Gathering Services

Rule Execution Services

Repository

ERMS Service Manager

TS00207915 Execution

Content Analysis

WS00200001

SAPconnect

Inbound Distribution

BOR ERMSSUPRT2

Workflow ERMS1

TS00207914 Decision

Web Form

Service Ticket

ERMS Policy

Invoked ERMS Policy

IC Agent Inbox

HR Org Unit Actions

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ERMS St andard Del ivery Work Flow – Don’t Modi fy !

Tec hnic a l Nam e: WS0020001 Nam e: ERMS1

This work flow would typically not be changed during an implementation project. All the changes are done in the IMG configuration and the Rule Modeler.

This is a very simple work flow that calls the rule execution (this creates work flow items of type TS00207915), and then deletes or routes the e-mail – the only two functions performed by the work flow (they are communicated to the work flow by the rule execution using two flags). The e-mail is stored as an SAP Office document; however, most information is also stored in the fact base.

In case an e-mail is routed, another work flow item will be created (TS00207914), which is a dialogue item that shows up in the respective inbox of the user(s).

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ERMS Proc ess Flow Diagram

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ERMS Web Form Handl ing

ERMS can processes Web Forms as well as e-mails. The blocks in tan on the next side represent the Web Form (including web-form handling) – separate from ERMS. SAP delivers a sample Web Form, which customers are free to use or modify; customers can also program their own Web Forms and Web-form handling.

Once the e-mail representation of the web form is received by SAPconnect (with the actual web form data included as an XML attachment to the e-mail) the e-mail triggers the ERMS workflow and Service Manager in the same fashion as a normal e-mail. When the web form fact gathering service is invoked, the fact gathering service calls the web form reader which parses the email and attachment. The structured web form data is passed into the ERMS fact base for use by the rule execution services.

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ERMS Web Form Handl ing

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Sam ple Web Form

Existing Web forms can be easilyintegrated into ERMS.

No set up of Web servers is necessary. You can reuse existing forms and post them to the ERMSWeb form handler.

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Ru le Modeler – ERMS Cont ex t

Select ERMS Context

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Ru le Modeler Folders and Rules

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Defau l t -Del ivered ERMS Condi t ion At t r ibut es

� Sender’s First Name� Sender’s Last Name� Sender’s Country� Sender’s Language� Calendar: Today’s 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� Case Responsible Supervisor� Case Status� Case Type� ERMS: Content Analysis Accuracy� ERMS: All Matching Categories� ERMS: Number of Matching Categories

� 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� 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

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ERMS Condi t ion Operat ors

� CONTAINS� CONTAINSELEMENT� EQUALS� GREATERTHAN� LESSTHAN� MATCHCATEGORY� NCONTAINS� NCONTAINSELEM� NEQUALS� NGREATERTHAN� NLESSTHAN� NMATCHCATEGORY

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ERMS Ac t ions

� Route to� Route to Service Ticket Responsible� Route to Case Processor� Forward � Delete� Send Auto Acknowledge � Auto Respond� Auto Prepare � Create interaction record� Add Attribute Value� Set Attribute Value� Invoke Policy� Stop Further Processing� Create Service Order (new with 5.0)

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ERMS Reposi t ory – Conf igurable & Ex t endable

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Po l ic y and Rule Ex ec ut ion in ERMS

Default Policy

Invoked Policy A

Invoked Policy C

Policy B

Policy D

The Service Manager Profile calls an ERMS Policy and begins evaluating the policy’s rules. As rules are evaluated, a list of actions is stored, to be executed at the end of the policy evaluation. Actions could include invoking another policy. If another policy is invoked, the Invoke Policy action is executed by the service manager with all other stored actions after the current policy is completely processed; the actions are not executed immediately.

If the Stop Further Processing action is encountered in a policy, the policy evaluation ends and no further checking of rules is executed. However, all the stored actions, including any stored invoke policy actions, are now executed.

In CRM 4.0 rules are executed after each policy is evaluated. If multiple occurrences of the same rule arise, the behavior depends on the rule (first ‘delete’ wins, last route wins, all auto acknowledges occur, etc.). In CRM 5.0 a formal Conflict Resolution mechanism is introduced.

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ERMS – Cat egory Modeler Feat ures for ERMS

St andard Responses:� Standard response mail forms for Auto Respond and Auto Prepare

(though not for Auto Acknowledge, )

Cont ent Analys is / Cat egor izat ion� Determines language of incoming e-mail and categorizes e-mails

based on content queries. Categories can be used in Rule decision and evaluation.

� Additionally, Categorization allows the IC WebClient to automateInteraction Record reason and Service Ticket classification, and to enable solution auto suggest.

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Cat egory Modeler – Selec t Sc hem a

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Cat egory Modeler – Sc hem a Det a i ls

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Cat egory Modeler – Sc hem a Cat egory Searc h Quer ies

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Serv ic e T ic k et and In t erac t ion Rec ord Class i f ic a t ion

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IC Agent – ERMS & Cont ent Analys is Enabled Feat ures

Agent produc t iv i t y im provem ent s:� Auto Prepared Response Proposals – one click to send e-mail� Fast insertion of pre-selected standard responses� Auto-suggest solutions� Manual override of automatic categorization� E-mail integrated in Agent Inbox with other channels & transactions

Agent serv ic e qual i t y im provem ent :� Standard response proposals ensure same high-quality service

across all agent skill and experience levels� Automating redundant tasks eliminates errors and fatigue

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IC Agent – Aut o Prepared Response Proposals

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ERMS – Serv ic e Tic k et ID Inser t ed in E-Mai l

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ERMS – Reply E-Mai l Rout ed t o Serv ic e T ic k et

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IC Agent – Aut o Suggest So lut ions

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Ru le Modeler -- Beyond ERMS & E-Mai l

Rule Modeler c an be used out s ide ERMS for…� Marketing E-Mail Bounce Management� Service Ticket Dispatch / Escalation� Case Dispatch / Escalation� Complaint Routing� Lead Distribution� Opportunity Distribution

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