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Using Substitution Fields in Siebel Email Response Templates

Templates can include template substitution fields that obtain data directly from your database, such as a customer name or a service request status. You insert a substitution field by selecting it in the Available Substitutions list, copying the substitution, and pasting it into the Template Text field at the place where you want the value to appear. In a template, you can use substitution fields from only one recipient group.

Setting Up Workflow to Use Substitution Fields

Templates in Siebel Email Response can include substitution fields from any business component that has a correctly configured relationship to the Communications Outbound Email Business Component. Business components with this relationship include Account, Campaign, Contact, Opportunity, and Service Request.

Before you attempt to set up templates that include substitution fields other than the default active business component, you must modify the Email Response - Response Workflow.

To set up Siebel Email Response templates substitution fields

1. In the Siebel Tools Object Explorer, select the Workflow Processes object.
2. In the Workflow Processes list, perform a query for eMail Response - Response Workflow.
3. In the Workflow Processes list, select eMail Response - Response Workflow, and click Revise.
4. In the Workflow Processes list, right-click eMail Response - Response Workflow and choose Edit Workflow Process.

   The Business Process Designer appears.

5. Right-click the Get Response Text business service step and choose Show Input Arguments.
6. In the Input Arguments list, add the following input arguments:

   Input Argument	Type	Value	Property Name
   ActivityBusComp	Literal	Action
   ActivityBusObj	Literal	Action
   SourceId	Process Property		Object Id

7. Right-click the Expand Template Text business service step and choose Show Input Arguments.
8. In the Input Arguments list, add the following input argument:

   Input Argument	Type	Value	Property Name
   Expand Template	Literal	Y

9. In the History Toolbar, click Back to return to Siebel Tools.
10. In the Workflow Processes list, right-click eMail Response - Response Workflow and choose Validate...
11. In the Workflow Processes list, select eMail Response - Response Workflow and click Deploy.

NOTE:  Additional business components can be enabled for template substitutions using Siebel Tools. For information, see Using Siebel Tools.

Enabling Additional Business Components to Use as Substitutions

Recipient groups are based on business objects. When you create a template, you associate it with a recipient group. Siebel Email Response checks the recipient group assigned to the template to determine the associated business object. For example, the Service Request Contact recipient group is based on the Service Request business object and the Opportunity Sales Team recipient group is based on the Opportunity business object. Fields from any business component can be used as substitution fields in any template.

Siebel Email Response looks at the Communications Outbound Email business component's user properties for a record that describes the relationship between the Communications Outbound Email business component and the Target business component. The following record shows that the Communications Outbound Email business component is related to the Account BO, using the Account Id field.

Source Id Field: Account = Account Id

Other business components can be enabled for substitutions by associating the Target business component with the Communications Outbound Email business component and then creating a new User Property on the business component. See the following example:

Customers may wish to configure the Quotes business component. To add the Quotes business component, they create the necessary links in tools and add the following User Property entry:

Source Id Field: Quotes = Quote Id

Quotes is the name of the business component and Quote Id is the name of the foreign key between Communications Outbound Email and Quotes.

To use solutions and create templates, catalogs, and categories, perform the following tasks:

• Create solutions and email templates.
• Create a catalog and categories.
• Associate templates and solutions with categories.

To accomplish these tasks, use this chapter and Siebel Communications Server Administration Guide.