Need help with a very impt question.The scenario is
A contact requests a sample through a website.That request is sent to IC inbox to specific CSR.Then the CSR logs (through IC Webclient) onto to an external website (to order some samples for new contact) through transaction launcher and selects samples customer wants shipped.
When order is placed on to the external website the order number is assigned and an email confirmation is sent to CSR based on the email address in the user profile. When the products are shipped another email referencing the order number is sent to the email in the user profile.
The question is:
1) Is it possible that the email (from external website) that comes to the CSR gets attached to the original activity automatically.If yes how?
2) Does the system notifies the respective CSR that the order was shipped?
We are only going to create an interaction record when the request comes.But want the system to attach all the relevant documents and emails attached to that record automatically.
SAP CRM version 5.0
One person said ERMS can do it.If yes,how?
Pls help and advise.Really would appreciate a quick response.