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Rules and Rule Policies in SAP CRM 2007


Business Drive

Freely and Easily define the rules in some business process context, to give the solution more intelligence. For example, we can define rules to route, delete, forward, reply the emails, to route the case, orders, to distribute the lead, opportunity, to activate alert, interactive script, any events when some criteria are met.

This is new in SAP CRM 2007 and it's really fantastic!

Rules and Rule Policies

Rule: A combination of conditions and actions. For example, in ERMS, the system will evaluate the related rules and routing the incoming emails to proper agent(s). In Intent-Driven Interaction, the rule is evaluated and actions like "Trigger Alert, Terminate Alert " are executed.

Rule Policies: A collection of logically grouped rules. Rule Policies are used widely in these business context to model the business processes.

Rules/Rule Policies in E-Mail Response Management System (ERMS )

SAP CRM 2007 provides rich rule functions in ERMS. We can use many predefine attributes to create our own criteria and when the criteria are met, actions can be triggered. SAP CRM 2007 provides many predefined actions as well. If this cannot meet your business requirements, we can create more or enhance them.

Example business Scenario:
1.Mail to service@consultngcy.com, routed to Agent 1; Mail to sales@consultingcy.com, routed to Agent 2;
2.Mail from 123123@xxx.com, delete it.
3.All mails are replied automatically with a template stating that the mail is received and in process.
4. Mail language = English, route to Agent Group 1, Mail Language = Chinese, route to agent group 2.

The following attributes can be used in ERMS Rules

  • Sender's First Name
  • Sender's Last Name
  • Sender's Country
  • Sender's Full Name
  • Sender's Language
  • Calendar: Today's Date
  • Calendar: Day of the Week
  • Calendar: Remaining Days of the Month
  • Calendar: Time
  • Calendar: Week of the Year
  • Case Category
  • Case Close Date
  • Case Original Creator
  • Case Planned End Date
  • Case Escalation Reason
  • Case GUID
  • Case ID
  • Case Priority
  • Case Processor
  • Case Responsible Supervisor
  • Case Status
  • Case Type
  • ERMS: Content Analysis Accuracy
  • ERMS: All Matching Categories
  • ERMS: Number of Matching Categories
  • ERMS: Best Minus Next Best Score
  • ERMS: Number of Top Categories
  • ERMS: Best Category Score
  • ERMS: Top Scoring Category
  • E-Mail Language
  • Escalation Date
  • Escalation Time
  • Escalation Type
  • Response Time Duration (hours)
  • Is Bounce
  • E-Mail Content
  • E-Mail Original Recipient
  • E-Mail Sender
  • E-Mail Subject
  • Service Ticket Category
  • Service Ticket Number
  • Service Ticket Priority
  • Service Ticket Responsible
  • Service Ticket Status
  • Web Form Account
  • Web Form ID
  • Web Form Sender E-Mail Address
  • Sample Web Form: Country
  • Sample Web Form: Description
  • Sample Web Form: Priority
  • Sample Web Form: Problem


The following actions can be used by default. You can see that we can do much with the rule policies.

  • Add Attribute Value
  • Invoke Policy : Invoke other policies
  • Send Auto Acknowledgement : Send acknowledgement so that that customer can know that the mail is received.
  • Auto Prepare: Prepare the mail for replying
  • Auto Respond: Reply automatically to let customer know that the issue is in progress.
  • Create Interaction Record: Create Interaction Record for further processing
  • Create Service Order : Create service order for further processing
  • Delete EMail: delete some mails, probably junk mails.
  • Forward EMail: Forward the mail to anyone else.
  • Push EMail to IC WebClient Agent: mail to IC Agent
  • Route EMail: Rout the mail to proper agent, position, organization unit
  • Route to Case Processor
  • Route to Service Ticket Responsible
  • Set Attribute Value
  • Stop Further Rule Processing

 

Rules/Rule Policies in Alert/Intent-Driven Interaction(Interaction Center Webclient)

The following attributes can be used in ERMS Rules

  • Description of business agreement
  • Customer's number
  • Contact's number
  • Business transaction object types
  • Business transaction priorities
  • Business transaction process types
  • Business transaction statuses
  • Calendar: Today's Date
  • Calendar: Day of the Week
  • Calendar: Remaining Days of the Month
  • Calendar: Time
  • Calendar: Week of the Year
  • Case Type
  • Current IBase address: city
  • Current IBase : counter description
  • Current IBase : counter value
  • Customer's address: country
  • Contact's address: country
  • Current IBase address: country
  • Current Event
  • Current IBase : description
  • Customer's address: email
  • Contact's address: email
  • Customer's address: fax
  • Contact's address: fax
  • Current IBase address: fax
  • Inbound Correspondence Request available
  • Dunning with Open Items available
  • Number of Calls in the last 30 Days
  • Customer's first name
  • Contact's first name
  • Current IBase
  • Current IBase Instance
  • Customer's last name
  • Contact's last name
  • Launched Scripts
  • Number of cases for current bp
  • Number of complaints for current bp
  • Number of complaints for current ibase
  • Business agreement : payer
  • Customer's address: postal code
  • Contact's address: postal code
  • Current IBase address: postal code
  • Current IBase : product id
  • Sales Order partner function address nrs
  • Sales Order partner funct. address types
  • Sales Order line item descriptions
  • Sales Order ordered product
  • Sales Order line item order date
  • Sales Order partner function
  • Sales Order partner no
  • Sales Order partner pft
  • Customer's address: telephone
  • Contact's address: telephone
  • Current IBase address: telephone
  • Current IBase : warranty category text
  • Current IBase : warranty end date
  • Current IBase : warranty start date
  • Current IBase : warranty type text


The following actions can be used by default. You can see that we can do much with the rule policies.

  • Add Attribute Value
  • Add Object to Wrap-Up List
  • Add Product to Wrap-Up List
  • Late Account Confirmation
  • Late Reference Object Confirmation
  • Set customer's Default Address
  • Set Service Order Priority
  • Invoke Policy
  • Launch Script: In Interaction Center Webclient Alert Script, we use it to Launch an Interactive Script.
  • Navigate To
  • Raise IC Event
  • RTD Engine Event: Business Trans. Create
  • RTD Engine Event: Data Entered in BT
  • RTD Engine Event: IBase Confirmed
  • RTD Engine Event: Object Confirmed
  • RTD Engine Event: Start of Session
  • Set Attribute Value
  • Stop Further Rule Processing
  • Terminate Alert: In Interaction Center Webclient Alert Script, we use it to end an Alert.
  • Trigger Alert : In Interaction Center Webclient Alert Script, we use it to trigger an Alert.


<Live Demo in a reference customer: ERMS Rule Policies for ERMS >

Rule Policies in Intent_Driven Interaction
<Live Demo in a reference customer: Rule Policies for Intent-Driven Interaction>

 

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Last Updated: May 2009
 
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