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Examples of Planning a Workflow Policy


This topic includes examples you can examine to help plan a workflow policy. It includes the following topics

Planning a Workflow Policy That Sends a Discount Notice

In this example, if a sales representative quotes a discount that is greater than 30%, then Siebel CRM must notify the sales manager.

To plan a workflow policy that sends a discount notice

  1. Identify the items to monitor.

    The following table describes the information that the workflow policy must monitor.

    What to Monitor
    Purpose of the Policy

    A quote that contains a discount that is greater than 30% requires Sales Manager approval.

    Notify Sales Manager to review and approve the quote.

  2. Plan the workflow policy action.

    The following table describes values for the workflow policy action.

    Name
    Workflow Policy Object
    Workflow Policy Group
    Duration
    Quantity
    Description

    Notify Sales Manager upon Sales Approval

    Quote

    Low Frequency

    0

    5

    Notify the manager if a user creates a quote that includes a discount that is greater than 30%.

  3. Plan the workflow policy conditions.

    The following table describes the type of information that the workflow policy conditions require.

    Field (Column in the Siebel database)
    Comparison
    Value

    Quote Status

    =

    In Progress

    Quote Item Discount Percent

    >

    30

  4. Plan the workflow policy actions that Siebel CRM runs if the workflow policy conditions are met.

    You can include dynamic values in the action arguments, such as the email subject and the message template. The following table describes the Send Email to Sales Manager action.

    Action Name
    Workflow Policy Program
    Workflow Policy Object
    Arguments and Substitutions

    Send Email to Sales Manager

    Send Quote Email

    Quote

    Subject: Please approve quote discount for [Account]

    Message Template: Please approve the quote discount for quote [Quote Number] and notify [Last User First Name] [Last User Last Name]

    Repeating Message: The following quote also requires approval: [Quote Number]

Planning a Workflow Policy That Notifies the User That Service Requests Require Attention

In this example, if the number of open service requests for a service representative reaches 20, then Siebel CRM must send a notification.

To plan a workflow policy that notifies the user that service requests require attention

  1. Identify the items to monitor.

    The following table describes a plan for the workflow policy.

    What to Monitor?
    Purpose of the Policy

    Monitor open service requests when they reach a quantity of 20.

    Use Send Broadcast Message to alert the service representative about the situation.

  2. Plan the workflow policy action.

    The following table describes a plan for the policy action.

    Name
    Workflow Policy Object
    Workflow Policy Group
    Quantity

    Over 20 Open Service Requests

    Service Request

    High Frequency

    20

  3. Plan the workflow policy conditions.

    The following table describes a plan for the workflow policy conditions.

    Field (Column in the Siebel database)
    Comparison
    Value

    Service Request Status

    =

    Open

  4. Plan the workflow policy actions that Siebel CRM runs if the workflow policy conditions are met.

    You can define the action arguments. The following table describes a plan for the action argument.

    Action Name
    Workflow Policy Program
    Workflow Policy Object
    Arguments and Substitutions

    Alert Representative of Open SR

    Send SR Message Broadcast

    Service Request

    Abstract: You own over 20 service requests

    Message Template: You own over 20 service requests. Please review the queue for your service requests.

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