Defining Correspondence Management for ERMS
Correspondence management functionality is common to all PeopleSoft CRM applications. ERMS leverages this functionality extensively. Correspondence management is documented in detail in thePeopleSoft CRM Automation and Configuration Tools.
These correspondence-management implementation steps are crucial to ERMS:
Define worklists.
If you use the Group Worklist page to create queues (so that agents can use the Multichannel Toolbar to accept inbound email), define your ERMS system settings before creating worklists. ERMS system settings include certain defaults that are required when you are creating queues from the Group Worklist page.
See Defining Worklists.
Define general settings for correspondence.
In particular, be sure to define agent settings such as approval requirements and default from addresses for outbound email.
Define settings for template-based correspondence.
Define correspondence templates.