AUTOMATION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TASKS RESPONSIVE TO ELECTRONIC COMMUNICATIONS

摘要

Embodiments of the invention provide a method, system and computer program product for automating customer relationship management (CRM) tasks responsive to inbound and outbound messages. In an embodiment of the invention, a method of automating CRM tasks responsive to inbound and outbound messages is provided. The method includes determining a context for a message such as an e-mail, monitoring a set of manual operations performed by an end user in a CRM application subsequent to the determination of the context of the message, grouping the set of manual operations into an automated task for the CRM application, and storing a rule associating the automated task with the context. Thereafter, in response to detecting receipt of a new message, a context is matched for the new message to the rule and the automated task associated with the rule is triggered.

主权项

1. A method of automating customer relationship management (CRM) tasks responsive to inbound and outbound messages, the method comprising:
determining a context for a message; monitoring a set of manual operations performed by an end user in a CRM application subsequent to the determination of the context of the message; grouping the set of manual operations into an automated task for the CRM application; storing a rule associating the automated task with the context; and, responsive to detecting receipt of a new message, matching a context for the new message to the rule and triggering the automated task associated with the rule.