Siebel Business Process Framework: Workflow Guide > Reference Materials for Siebel Workflow > Predefined Workflow Policy Programs >

Example of Workflow Policies That Manage a Marketing Campaign

This topic gives one example of using workflow policies to manage a marketing campaign. You might use this feature differently, depending on your business model.

In this example, a marketer needs to run a two-tier campaign with different actions taken depending on how the campaign recipient responds. The marketer is calling the campaign the CD-ROM Promotion. The marketer needs the campaign to work in the following ways:

• An email is sent telling recipients they can receive a discount by ordering a new product over the phone. The marketer needs to keep track of the recipients and to give them two weeks to respond.
• At the end of the two week period, recipients who did not respond to the offer are assigned to a new campaign.

Activities the marketer must perform to set up this campaign include:

• Define the actions to be used by the policies. For more information, see Defining Workflow Policy Actions for the Marketing Campaign.
• Create a workflow policy group for the campaign. For more information, see Creating the Workflow Policy Group for the Marketing Campaign.
• Create policies for the two tiers of the campaign. For more information, see Creating Policies for the Marketing Campaign.

Defining Workflow Policy Actions for the Marketing Campaign

Workflow policy actions required for this example include:

• Send Campaign Email. To send the offer email to the campaign recipients.
• Create Campaign Contact Activity. To record activity associated with the contact.
• Assign to Campaign. To assign non-respondents to a new campaign.

First, define a send campaign email action.

To define a Send Campaign Email Action

1. In the Siebel client, navigate to Administration-Business Process > Actions.
2. In the Actions applet, create a new record using values described in the following table:

   Field	Value
   Name	Send First Campaign Contact
   Program	Send Campaign Email
   Workflow Object	Campaign Contact
   Comment	(Enter appropriate text, as necessary.)

3. In the Send Message Arguments applet, specify the argument using values described in the following table:

   Field	Value
   Subject	(Enter text and dynamic fields, as necessary.)
   Message Template	(Enter text and dynamic fields for sending email to Contacts.)

4. In the Recipients applet, create a new record using values described in the following table:

   Field	Value
   Type	(Choose a predefined Recipient.)
   Name	(Choose the appropriate recipient name.)

This action is now available for use in a workflow policy.

Next, define a Create Campaign Contact Activity action.

To define a Create Campaign Contact Activity Action

1. Navigate to Administration-Business Process > Actions.
2. In the Actions applet, create a new record using values described in the following table:

   Field	Value
   Name	First CD-ROM Campaign
   Program	Create Campaign Contact Activity
   Workflow Object	Campaign Contact
   Comment	(Enter appropriate text, as necessary.)

3. In the Arguments applet, specify the Type argument using values described in the following table:

   Field	Value
   Argument	Type
   Value	(Define the type of contact activity for this action, such as In Store Visit, or Demonstration.)

   The Type argument is required. You can also specify additional optional arguments, such as Description or Status. For each additional argument you specify, create a new record in the Arguments applet, then define the field and value.

Next, define an Assign to Campaign Email action.

To define an Assign To Campaign email Action

1. Navigate to Administration-Business Process > Actions.
2. In the Actions applet, create a new record using values described in the following table:

   Field	Value
   Name	Assign to Campaign
   Program	Assign to Campaign
   Workflow Object	Campaign Contact
   Comment	(Enter appropriate text, as necessary.)

3. In the Arguments applet, specify the Type argument using values described in the following table:

   Field	Value
   Argument	New Campaign
   Value	(This cell is intentionally empty.)

Creating the Workflow Policy Group for the Marketing Campaign

Policies must be assigned to a workflow policy group. Therefore, in this example a workflow policy group is created specifically for the marketing campaign.

To define a workflow Policy Group for the marketing campaign

1. Navigate to Administration-Business Process > Policy Groups.
2. In the Policy Groups applet, add a new record using values described in the following table:

   Field	Value
   Name	CD-ROM Promotion
   Comments	group of policies for CD-ROM marketing campaign

Creating Policies for the Marketing Campaign

Once the workflow policy actions and the workflow policy group are ready, the policies can be created. Policies required in this example include:

• Email for CD-ROM campaign. Triggers the sending of the offer email and the email activity record.
• Assign Non-Respondents. Triggers the reassignment of non-respondents to a new campaign.

When performing the procedures for creating the policies, below, pay careful attention to how the fields in the Conditions applet are set.

To create the email for the marketing campaign policy

1. Navigate to Administration-Business Process > Policies.
2. In the Policies List applet, create a new record using values described in the following table:

   Field	Value
   Name	Email for CD-ROM campaign
   Workflow Object	Campaign Contact
   Policy Group	CD-ROM Promotion
   Duration	0

   Note that the Policy Group you specify here is the group you crated in the procedure in Creating the Workflow Policy Group for the Marketing Campaign.

3. In the Conditions applet, to specify the name, create a new record using values described in the following table:

   Field	Value
   Condition Field	Name
   Operation	=
   Value	1st CD-ROM Promotion

4. In the Conditions applet, to specify the Start Date, create a new record using values described in the following table:

   Field	Value
   Condition Field	Start Date
   Operation	=
   Value	(Enter the date on which the campaign starts sending messages to the target audience.)

5. In the Conditions applet, to specify the Campaign Status, create a new record using values described in the following table:

   Field	Value
   Condition Field	Campaign Status
   Operation	=
   Value	Launched

   The Launched value is the trigger that sets off the campaign.

Next, create the Assign Non-Respondents policy.

To create the assign non-respondents policy

1. Navigate to Administration-Business Process > Policies.
2. In the Policies List applet, create a new record using values described in the following table:

   Field	Value
   Name	Non-Respondents of CD-ROM campaign
   Workflow Object	Campaign Contact
   Policy Group	CD-ROM Promotion
   Duration	14

3. In the Conditions applet, to specify the Name, create a new record using values described in the following table:

   Field	Value
   Condition Field	Name
   Operation	=
   Value	1st CD-ROM Promotion

4. In the Conditions applet, to specify the Campaign Status, create a new record using values described in the following table:

   Field	Value
   Condition Field	Campaign Status
   Operation	=
   Value	Launched

5. In the Conditions applet, to specify the Done Flag, create a new record using values described in the following table:

   Field	Value
   Condition Field	Done Flag
   Operation	=
   Value	N

Defining Logic That Triggers the Assign Non-Respondents Policy

Setting Done Flag to N flags the activity record for this recipient as requiring additional attention.

If the Policy duration is set to 14 days and Done Flag is equal to N, then the policy executes in 14 days. Members of the target audience who did not respond to the first campaign are assigned to a new campaign after 14 days.