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Siebel eMail Response Administration Guide
Overview of Siebel eMail Response
Siebel eMail Response Features
Structured and Unstructured Messages
Responses Based on Service-Level Agreements (SLAs)
Siebel Business Process Designer and Routing and Queuing Methods
Siebel Smart Answer (Optional Module)
Identifying a Contact Using Their Email Address
Siebel eMail Response Deployment
Designating an Implementation Team
Implementing eMail Response in an International Environment
Working with Siebel Applications
Siebel eMail Response Architecture Overview
Siebel Server Components Process Incoming Email
Understanding eMail Response Workflows
eMail Response Workflow Processes
About eMail Response Process Properties
Frequently Used eMail Response Process Properties
Preconfigured eMail Response Workflow Processes
eMail Response - Process Message Workflow
Test Mode Enabled? (Workflow Decision Point)
Find Junk Email (Workflow Subprocess)
Create Activity (Workflow Subprocess)
Smart Answer Enabled? (Workflow Decision Point)
Send Acknowledgement (Workflow Subprocess)
Route Email or Route Message (Workflow Subprocess)
eMail Response - Process Service Request Workflow
Lookup By Org? (Workflow Decision Point)
Get Subject Keyword (Workflow Step)
Submit Sub Process (SR Submit Workflow)
Query Sub Process (SR Query Workflow)
Update Sub Process (SR Update Workflow)
Status Sub Process (SR Status Workflow)
Help Sub Process (SR Help Workflow)
eMail Response - Response Workflow
eMail Response - Client Send Mail
Planning eMail Response Deployment
Business Analysis Deployment Planning
Planning eMail Response Set Up
Completing Typical Setup Tasks
Revising and Activating Workflow Processes
Activating an Inactive Workflow
Implementing Routing and Queuing Processes
Setting Up Communications Server for eMail Response
Setting Up Communications Driver Parameters
Creating a Communications Driver Profile
Creating Templates, Catalogs, and Categories
Using Substitution Fields in eMail Response Templates
Using Solutions and Creating Email Templates
Creating a Catalog and Categories
Starting Communications Inbound Manager Tasks
Server Component Task Auto-Start
Starting Communications Inbound Manager
Stopping Communications Inbound Manager
Global Deployment Setup and Configuration
Deploying eMail Response Internationally
Planning eMail Response Global Deployment
Setting Up eMail Response for International Deployment
International Deployment Setup Tasks Prerequisites
Installing Language Packs and Communications Templates
Setting Up Email Accounts For Supported Languages
Configuring Response Groups For International Deployment
Creating Templates For International Deployment
Language Support For International Deployment
Completing Advanced Setup Tasks
Authenticating the Email Sender's Email Address in eMail Response
About the Lookup Sender Business Service
Authenticating a Sender's Email Address Using Employee Email Address
Authenticating a Sender's Address Using Alternate Email Address
Recapturing the Account ID (Optional)-Example
Troubleshooting eMail Response
Cannot Activate Workflow Process
Communications Inbound Manager Stops
Solutions and Templates Decision Table
Routing and Queuing Methods Comparison Table
Siebel eMail Response and Business Services
Inbound Email Manager Business Service
Inbound Email Database Operations Business Service
How the Internet SMTP/POP3 Driver Processes Email Messages
eMail Response Internally Generated Attachment Processing
Upgrading to Siebel eMail Response Release 7.x
Siebel eMail Response Business Services and Workflow
Siebel eMail Response Templates
Siebel eMail Response Communications Drivers (Adapters) and Profiles
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Siebel eMail Response Administration Guide Published: 21 April 2003 |