Hi,
I've a requirement where I need to look for the 1st time caller that contacted Interaction Center. If the caller is 1st time caller, an automated mail needs to be sent asking to take a short survey. If the caller is not 1st time caller and no email (any kind of communication to him) has been sent to him/her in the last 30 days, the same mail needs to be triggered for survey.
If the caller is not 1st time caller and there is an email triggered in the last 30 days, only then there is no need for any survey mail to get triggered.
I am a technical guy who does coding and have worked on the SALES part of SAP CRM but never on the IC part. This seems to be rather functional as I could not find anything to do technically here. I've heard of ERMS and creating rules and policies there. But have never done that and clearly unsure of what to do in this case. Request anyone to help me out with your kind guidance, whether functional or technical as required.
Thanks in advance.
Regards,
Satya Prakash