Siebel eMail Response Administration Guide > Completing Typical Setup Tasks > Creating Templates, Catalogs, and Categories >

Using Substitution Fields in eMail Response Templates

Templates can include template substitution fields that obtain data directly from your database, such as a customer name or a service request status. You insert a substitution field by selecting it in the Available Substitutions list, copying the substitution, and pasting it into the Template Text field at the place where you want the value to appear. In a template, you can use substitution fields from only one recipient group.

Setting Up Workflow to Use Substitution Fields

Templates in eMail Response can include substitution fields from any business component that has a correctly configured relationship to the Communications Outbound Email Business Component. Business components with this relationship include Account, Campaign, Contact, Opportunity, and Service Request.

Before you attempt to set up templates that include substitution fields other than the default active business component, you must modify the eMail Response - Response Workflow.

To set up eMail Response templates substitution fields

  1. From the application-level menu, choose View > Site Map > Business Process Administration > Workflow Processes.
  2. In the Workflow Processes list, select the inactive eMail Response - Response Workflow record, and click Revise.
  3. Click the Process Designer tab, and double-click the Get Response Text business service step.

    4. The Business Service form appears.

  4. In the Method field, choose Get Expanded Text.

    5. NOTE:  If the method you want does not appear, type the method name and click OK.

  5. Add the following input arguments and their parameters:

    6. Input Argument
    Type
    Value
    Property Name
    ActivityBusComp
    Literal
    Action
     
    ActivityBusObj
    Literal
    Action
     
    SourceId
    Process Property
     
    Object Id

  6. From the Business Services tab, click Return To Designer, and then double-click the Expand Template Text business service step.
  7. Add the following input argument and its parameters:

    8. Input Argument
    Type
    Value
    Property Name
    Expand Template
    Literal
    Y
     

  8. From the Business Services tab, click Return To Designer, and then click the All Processes tab.
  9. On the Workflow Processes tab, click Activate.

Additional business components can be enabled for template substitutions using Siebel Tools. For information, see Siebel Tools Reference.

Enabling Additional Business Components to Use as Substitutions

Recipient groups are based on business objects. When you create a template, you associate it with a recipient group. eMail Response checks the recipient group assigned to the template to determine the associated business object. For example, the Service Request Contact recipient group is based on the Service Request business object and the Opportunity Sales Team recipient group is based on the Opportunity business object. Fields from any business component can be used as substitution fields in any template.

eMail Response looks at the Communications Outbound Email business component's user properties for a record that describes the relationship between the Communications Outbound Email business component and the Target business component. The following record shows that the Communications Outbound Email business component is related to the Account BO, using the Account Id field.

Source Id Field: Account = Account Id

Other business components can be enabled for substitutions by associating the Target business component with the Communications Outbound Email business component and then creating a new User Property on the business component. See the following example:

Customers may wish to configure the Quotes business component. To add the Quotes business component, they create the necessary links in tools and add the following User Property entry:

Source Id Field: Quotes = Quote Id

Quotes is the name of the business component and Quote Id is the name of the foreign key between Communications Outbound Email and Quotes.

To use solutions and create templates, catalogs, and categories, perform the following tasks:

To accomplish these tasks, use this chapter and Siebel Communications Server Administration Guide.


 Siebel eMail Response Administration Guide 
 Published: 21 April 2003