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Siebel Email Response workflows record incoming emails in your database, except for messages identified as junk email. The eMail Response - Process Message workflow creates an activity record and the eMail Response - Process Service Request workflow creates a service request record.
The Process Message and the Process Service Request workflows can use the routing and queuing features in Siebel Assignment Manager and Siebel Universal Queuing to further automate your email interactions. Routing and queuing application choices include Siebel Assignment Manager, Siebel Universal Queuing, and third-party universal queuing applications. See Step 9, where you determined the routing and queuing method you will implement.
Siebel Assignment Manager can assign ownership of email activities and service requests. Siebel Universal Queuing can queue an email to a specific individual based on real-time analysis of agent availability, agent skills, language, and variety of other routing and escalation attributes.
Your organization can use the preconfigured routing and queuing rules provided by Siebel Email Response, revise the preconfigured rules, or create new rules. Before you start Siebel Email Response and process your incoming email messages, you must activate the Siebel Email Response workflows, make changes to the routing and queuing method you choose to implement, and start the server tasks associated with that routing and queuing method.
|Siebel Email Response Administration Guide|