ERMS Under the Hood: Configuration Tasks and the Service Manager Profile

  • by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP
  • January 15, 2007
See how E-Mail Response Management System (ERMS), a standard mySAP CRM tool, allows you to route your incoming emails using Rule Modeler and Category Modeler. By using predefined rules with ERMS, you can set up your system to handle these emails without using ABAP coding. Also learn how ERMS can reply to certain types of email automatically.
Key Concept

Category Modeler is a mySAP CRM tool that allows you to create multi-level categories of products, defects, damage codes, and reasons. Each collection of related categories is called a schema. You can assign a schema to one or more applications, such as E-Mail Response Management System, interaction records, service orders, or cases. Within a schema, you can link each category in the hierarchy to business objects, such as email templates, service order templates, solutions, products, or search queries. Linking categories to objects enables Category Modeler’s content analysis and Interaction Center automation, such as solution auto-suggest.

Are you interested in automating email and Web form processing in Interaction Center (IC) using corporate rules and standards? Then let me introduce you to mySAP CRM E-Mail Response Management System (ERMS), which allows you to route and handle incoming emails automatically based on predefined business rules. ERMS leverages two mySAP CRM tools: Rule Modeler and Category Modeler. These help business users set up rules to route incoming emails to the best processor and automatically respond to emails with appropriate solutions, documents, or templates.

Rule Modeler is a graphical modeling tool that helps business users compose rules for routing and handling emails without any knowledge of ABAP coding (or any advanced degrees in computational mathematics). Category Modeler lets users create structured hierarchies that you can link to CRM objects. For example, you can create hierarchies of products, defects, or damage codes to link to CRM objects, such as solutions or email templates, to enable automation of service scenarios in IC.

SAP ships ERMS with everything you need to create rules, including a repository of default attributes (used in rule conditions), logical operators (used to evaluate conditions), and actions (used to execute tasks based on conditions). I will explain the underlying technical architecture of ERMS and show you where to find detailed information about how to set up and configure ERMS. For a checklist of what you need to do to set up ERMS, see the sidebar, “ERMS Setup Checklist.”

John Burton

John Burton is a director of product management at SAP and is responsible for the SAP CRM Interaction Center (including ERMS) and social CRM topic areas. John has 13 years of experience at SAP and has been involved with SAP CRM and the Interaction Center since 1999. He is also the author of Maximizing Your SAP CRM Interaction Center, available at the SAPinsider Store. John is an alumnus of the University of Michigan and Central Michigan University. John can be found on LinkedIn at

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