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CRM_IC_037 - Define Communication Method Settings

In this Customizing activity, you can make the following settings for processing inbound e-mails, fax messages, and letters using the agent inbox:

• Define whether the subject of the e-mails, fax messages, and letters is automatically transferred to the interaction record description

• Specify a routing rule to be used to determine the recipients for workflow work items

You can use this option if you want to enhance the standard workflow procedure used to determine the agents responsible for processing the workflow work items.

For more information, see Inbound Communication Routing Rule.