1. TE002 Coming to grips with email management with Sage CRM Robert Tan

2. Email Manager processes inbound and outbound e-mails according to predefined business rules. installed automatically with any CRM installation.

3. 3 5 4 6 7 1 2 Email Manager 1)Internal email client used to send email 2)Email routed via email server (smtp) 3)Customer receives email 4)Customer sends email to support@mydomain.com 5)Email processed by MM using template file 6)Reply automatically sent 7)Case logged and email saved against it

4. Getting Started Install CMAIL –Configure accounts Configure Outlook Express for Customer account Configure CRM to send emails –Configure user, and customer –Send an email to customer, and verify it Configure Email Manager –Clean up installs –Configure settings –Turn on debug

5. Running Email Manager For all tests with email manager open the following windows: –CMAIL –Windows Explorer at: C:\Program Files\Sage\CRM\Services\logs –Windows Explorer at: C:\Program Files\Sage\CRM\Services\CustomPages\Scripts –CRM Open: http://robtan/CRM/eware.dll?USERID=adminhttp://robtan/CRM/eware.dll?USERID=admin –CRM Open: http://robtan/CRM/eware.dll?USERID=mayes –Services

6. Communication Script Test Email from User to Customer Test email from Customer to User –Explain why email address needs to be in the body of email –Step through the code –Show how to add logging

7. Support Script Configure email manager Create test email template Run test Exercises –Add correct company and person –Add team –Add workflow