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Preface by John Burton

SAP first introduced ERMS (E-Mail Response Management System) with CRM 4.0 Service Industries Extension back in 2004. In early 2006 I published SAP Note 940882 (ERMS FAQ Note) that contained links to two presentations: an ERMS Overview presentation and an ERMS How-To Guide. While the How-To Guide was very well received at the time, over the next nine years the guide gradually became somewhat outdated as new ERMS features were introduced and  configuration options were modified and expanded.

Thankfully, I'm happy to announce that a new, updated ERMS configuration guide is now available. Amrish Singh, a Senior CRM Solution Consultant with UCS Solutions (Pty) Ltd, has created what can only be described as, "The World's Greatest ERMS Configuration Guide for SAP CRM". This new guide is based on the latest CRM 7.0 release and contains helpful and up-to-date images and screen shots. I hope you find the guide as amazing and helpful as I do.

Additionally, all of the various ERMS related configuration guides and documentation have also been collected here in the blog post, "ERMS Configuration Guides and Documentation".

Follow me on my blog at john.burton/blog

Amrish Singh: Amrish is a Senior CRM Solution Consultant with 8 years cross-industry experience. With 10 full-cycle implementations under his belt in South Africa and the Middle East, Amrish has delivered complex integrated solutions. Of late, Amrish's main focus has been delivering high quality Retail solutions. For more information on how you can take your Retail CRM implementation to the next level contact amrish.

UCS Solutions: UCS Solutions (Pty) Ltd, provides ICT related solutions and services primarily to businesses operating within the retail value chain. With a focus on the utilization of SAP and other retail related solutions, we support businesses through consultation and collaboration, thereby ensuring that our clients gain maximum returns from their IT investments. UCS Solutions is an ITIL and ISO 20000 certified IT Service Provider and was the first South African company to achieve ISO 20000 (IT Service Management) and ISO 22301 certification. UCS Solutions is a member of the JSE listed Business Connexion Group. For more information: