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.

  See Defining System Settings for Email Processing.

• Define general settings for correspondence.

  In particular, be sure to define agent settings such as approval requirements and default from addresses for outbound email.

  See Understanding Correspondence and Notification Settings.

  See Configure Agent - Email Configuration Page.

• Define settings for template-based correspondence.

  See Understanding Correspondence Generation.

• Define correspondence templates.

  See Understanding Correspondence Templates.