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TE002 Coming to grips with email management with Sage CRM

This guide explains how to effectively manage emails using the Robert Tan Email Manager in Sage CRM. Learn about inbound/outbound email processes, installation, configuration, and testing.

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TE002 Coming to grips with email management with Sage CRM

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

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