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About Email Notifications

Email notifications alert customers about important information. For example, you can send email notification to alert a customer when the status of an open service request changes or when a customer service representative associates a solution with the service request. Also for example, you can escalate a service request that is outstanding for longer than a week by sending an email notification to the manager of a call center.

NOTE:  Email notifications are not included in the preconfigured Siebel eService application, but you can implement this feature. For more information, see Process of Setting Up Email Notifications.

You use Siebel Workflow to define the business rules that automate business processes and procedures. Siebel eService provides the following sample workflow policies that send email notifications to customers:

• eService Activity Policy. Sends an email when an activity is added to a service request.
• eService Attachment Policy. Sends an email when a file attachment is added to a service request.
• eService Registration Request Policy. Sends an email containing the user ID and password.
• eService Service Request Update Policy. Sends an email when the status of a service request is updated.

You might have to change the workflow policy conditions for your business model. You must also enable Email Manager for these email notifications. For information about Email Manager, see Siebel Business Process Framework: Workflow Guide.