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.