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Siebel Email Response Administration Guide > Completing Basic Setup Tasks > Implementing Routing and Queuing ProcessesSiebel Email Response workflows record incoming emails in your database, except for messages identified as junk email. The eMail Response - Process Message workflow creates an activity record and the eMail Response - Process Service Request workflow creates a service request record. The Process Message and the Process Service Request workflows can use routing and queuing to further automate your email interactions. Routing and queuing choices include Siebel Assignment Manager and custom routing and queuing solutions. See Performing a Business Analysis for Your Siebel Email Response Deployment, where you determined the routing and queuing method you will implement. Siebel Assignment Manager can assign ownership of email activities and service requests. Your organization can use the preconfigured routing and queuing rules provided by Siebel Email Response, revise the preconfigured rules, or create new rules. Before you start Siebel Email Response and process your incoming email messages, you must activate the Siebel Email Response workflows, make changes to the routing and queuing method you choose to implement, and start the server tasks associated with that routing and queuing method. You can route email in one of the following ways:
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