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Structured and Unstructured Email Processing

Siebel Email Response can process two types of the most common messages sent to many organizations, structured and unstructured. This topic describes how Siebel Email Response handles each type of message and the advantages and disadvantages of each type of message.

Structured Email Processing

Siebel Email Response uses the eMail Response - Process Service Request workflow to process structured (keyword-based or Web-form) messages. You can use keywords (such as Help, Query, Status, Submit, and Update) when processing and creating service requests for keyword-based email.

To use structured email processing, provide your customers with email templates or with Web forms (Web-based forms on your Web sites).

NOTE:  You can create Web forms with the Web development product that you use to maintain your current Web site. Siebel Business Applications do not include a Web-form product. However, organizations using Siebel eService can configure Web pages, views, and applets to meet many business needs. For more information, see Siebel eService Administration Guide.

Examples of incoming structured (keyword-based or Web-form) messages include:

• New service requests
• Status requests for pending service requests
• Updates for existing service requests
• Searches for specific service requests

Structured email messages are processed using the eMail Response - Process Service Request workflow process. This workflow process creates service request records in the Siebel database that you can view on the Communications screen.

Keyword-Based Email Processing

For keyword-based email, the subject headers of incoming email messages need specific keywords to indicate different actions. For example, you can require Help, Status, Query, Submit, and Update keywords in the subject to initiate an action. The keyword enables Siebel Workflow to determine the appropriate process for an email. In keyword-based email messages, customers must understand and use the required format or the data is not parsed correctly.

Web Forms Processing

Web forms enable the customer to communicate the severity of an issue, enable Siebel Email Response to categorize the issue, and provide information that Siebel Assignment Manager can use to notify the appropriate service representatives in your organization. If you use Web forms, then administrators must build and maintain them.

Unstructured Email Processing

Unstructured email (free-form) messages do not need any special subject or structure in the incoming email. They provide for a broad range of communications, such as:

• Requests for general information
• Requests for information about a product or event
• Order requests

Unstructured email messages are processed using the eMail Response - Process Message workflow process. This workflow process creates activity records in the Siebel database that you can view on the Communications screen.

Unstructured email processing is useful when Web forms are not available or when your customers must receive personalized service. However, automating the response process for free-form messages is difficult because customer email frequently does not include all the information necessary to process a message.