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Siebel Email Response Administration Guide > Setting Up Siebel Email Response Workflows > Using the eMail Response - Process Message Workflow > Finding Junk Email (Workflow Subprocess)Workflows can be configured to screen out many junk email messages. A junk email message is any message that you do not want to be routed to an agent for processing. Administrators can define keywords in workflow decision steps that detect junk email messages. When identified as junk email messages, the message is not stored in your database and workflow processing stops. Figure 14 illustrates this process. Looking for Junk EmailWhen looking for junk email, Siebel Email Response examines three areas in an email message: the sender field, subject field, and message body. If Siebel Email Response finds the keywords specified by the Siebel Email Response administrator, it flags the message as junk mail. Figure 15 illustrates this process. Examples of keywords and keyword phrases that might be used to detect junk email messages include:
NOTE: Only an experienced administrator should add keywords to the junk message processing workflow. Important messages might be lost unless each keyword is considered carefully. Adding Keywords to Decision PointsKeywords can be added to decision points in the junk message processing workflow. The decision point you modify depends on the field you want to examine. You also can create decision points to examine other fields for keywords. Decision points are the diamond-shaped steps in the Process Designer tab of the Administration - Business Process screen. Each decision point contains a Next Steps list, a Conditions list, and a Values list. For information about working with decision points, see Siebel Business Process Designer Administration Guide. The Next Steps list includes Branch Name and Next Step fields.
In the Next Steps list, a branch can have one or more conditions in the Conditions list and each condition has a value in the Values list. For information about operators, expressions, and conditions, see Using Siebel Tools.
Use the following procedure to set up the junk message processing workflow to detect messages sent from a particular email account. To set up junk message processing
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Siebel Email Response Administration Guide |