Email Handling

ERMS helps you process and manage large volumes of inbound emails by:

• Moving emails from an external mail server into the PeopleSoft Customer Relationship Management (CRM) database tables.

• Identifying the sender for each email and creating an interaction so that the email is visible in the sender's 360-degree view.

• Routing each email to an agent, a worklist, or an automated process that can respond.

• Enabling agents to reroute or respond to emails that require manual handling.

• Enabling agents to associate email with other CRM objects, such as cases or leads.

• Notifying a designated person when an email has not been handled within standard response time.

Remember, email is a channel for communication; the email object in the PeopleSoft system does not duplicate CRM transactions such as cases and leads. For example, if a customer sends an email related to a product support issue, you need to associate the email with a case to access case-specific functionality such as troubleshooting scripts, solution searches, and case note tracking.