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Siebel eMail Response Administration Guide > Completing Typical Setup Tasks > Creating Templates, Catalogs, and Categories >
Using Solutions and Creating Email Templates
Solutions and Templates objects can be used as templates in eMail Response. They can provide answers to frequently asked questions. To help you determine when to use solutions, when to use templates, and how each compares to a free-form reply, see Solutions and Templates Decision Table.
Using Solutions
Solutions appear to customers over the Web through Siebel eService, and to employees through products such as Siebel Call Center. They should be used for answers to questions that can be shared across customer communications channels. For information about creating and storing solutions, see Applications Administration Guide.
You may discover that some questions received in email and service requests have been asked and answered many times. Storing responses to frequently asked questions allows you to reuse the answers without having to perform duplicate research. See Applications Administration Guide for information about creating and storing solutions.
Siebel eMail Response uses solutions as a type of template that does not have substitution fields. Solutions should contain information and instructions for customers that are shared across departments or channels. When you maintain information in one place, maintenance is kept to a minimum and customers receive the most current information.
Solutions can be imported into the body of an eMail Response reply when you associate them with a category. An agent can use solutions when responding to telephone, email, and service requests.
NOTE: If your solutions are going to be shared between eMail Response and eService, and if they contain URLs or other HTML tags, be sure to enable HTML formatting for eMail Response. HTML formatting is enabled in the User Preferences screen, Outbound Communications view. For more information about enabling HTML formatting for eMail Response, see Siebel Call Center User Guide.
Creating Email Templates
There are Simple templates and Advanced templates. Siebel eMail Response only uses Simple templates. Therefore, this guide provides information about creating a Simple template.
Templates can include template substitution fields that bring in data directly from your database. For information about using substitution fields, see Using Substitution Fields in eMail Response Templates. For information about templates, see Siebel Communications Server Administration Guide.
Templates are shared by many Siebel products, including the following:
- Siebel eMail Response
- Siebel eMarketing
- Siebel Business Process Designer
- Send Email
- Send Fax
- Send Page
- Send Wireless Message
This section focuses on creating templates for use in Siebel eMail Response.
To create a Simple template
- From the application-level menu, choose View > Site Map > Communications Administration > All Templates.
The All Templates view appears.
- In the Templates list, click New.
A new record appears in the Templates list. See the table at the end of this procedure for descriptions of template fields.
- In the Templates list, complete the Name, Channel Type, and Description fields.
- In the Simple form, use the templates gathered during the planning process to complete the necessary fields. Use the information you obtained in Step 4.
See the table at the end of this procedure for default values and descriptions of template fields.
NOTE: Be sure to notify agents whenever a template has been added or modified and provide instructions for the new or revised template's use.
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Siebel eMail Response Administration Guide Published: 21 April 2003 |