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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.

Figure 14. Find Junk Email

Looking for Junk Email

When 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.

Figure 15. Find Junk Email Subprocess

Examples of keywords and keyword phrases that might be used to detect junk email messages include:

• Sender: postmaster@[your company's name].com
• Subject: out of office
• Body: [specified objectionable language]

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 Points

Keywords 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.

• The Branch Name can be N (conditions are not met) or Y (conditions are met).
• The Next Step field specifies the workflow step where the message will be passed after branch conditions are examined.

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.

• If conditions for Branch Name Y are met, the work item will be passed to the workflow step in the Next Step field.
• If conditions for Branch Name N are not met, the work item will be passed to the Next Step field on the Branch Name N record.

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

1. In Siebel Tools Object Explorer, select the Workflow Processes object.
2. In the Workflow Processes list, perform a query for Process Name = eMail Response - Parse Junk Email.
3. In the Workflow Processes list, select the eMail Response - Parse Junk Email and then click Revise.

   The status of eMail Response - Parse Junk Email changes to In Progress.

   NOTE:  You do not have to change the workflow before you activate it. However, you must change the status to In Progress.

4. In the Workflow Processes list, right-click eMail Response - Parse Junk Email and choose Edit Workflow Process.

   The Business Process Designer appears.

5. Right-click each decision step you want to modify (such as Bad Sender?) and add the new value to compare with Process Property.

   For example, you can create a condition with the values contained in the following table.

   Compare To	Operation	Property Name
   Process Property	One Must Match (Ignore Case)	MsgSenderAddress

   In this example, the MsgSenderAddress Property Name is compared to Process Property. To complete this condition, you need to type the address that has been identified as a junk email address.

   For example, junk.email@junkmail.com.

6. In the History Toolbar, click Back to return to Siebel Tools.
7. In the Workflow Processes list, right-click eMail Response - Parse Junk eMail and choose Validate...

   NOTE:  For more information on testing a workflow process, see Setting Up a Workflow Process to be Test Mode Enabled (Workflow Decision Point).

8. In the Workflow Processes list, click Deploy.