Adding rulesets to Email Management

You can set up rulesets so that specific actions are applied to particular emails. Rulesets consist of multiple rules and an action to be performed when the conditions in one or more of the rules are met. This action overrides the default email handling action. You can create any number of rulesets and each ruleset can have a maximum of three rules.

For example, you could specify that all emails coming into the support@domain.com mailbox are filed in Team CRM | Customer Service according to the Track Case action by default. But any emails from companies of type Competitor or Industry Analyst should be handled in a different way. To do this, you can apply a new ruleset to the support@domain.com mailbox.

1. Click <My Profile> | Administration | Email and Documents | Email Management Server Options.
2. Click the hypertext link of the Email Management service and click Add Ruleset.
3. Complete the Rules Panel fields.
4. Add up to two more rules for this ruleset. Use And to separate rules when both rules must be true for an action to be performed. Use Or to separate rules when the action is performed if either of the rules are true.
5. Select the action that's performed if the rules are met. If the rules are not met, the default actions are performed. For example, create a communication.
6. Select the Sage CRM user and the team that the action is recorded against from Assigned User and Assigned Team. For example, a Communication is created if a rule is satisfied, and it is assigned to the marketing manager and the Marketing Team.
7. Click Save and then click Continue.