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Examples of Configuring a Workflow Policy

This topic describes examples of configuring a workflow policy. It includes the following topics:

• Configuring a Workflow Policy That Sends Paging Notification of Service Requests That Are Not Assigned
• Configuring a Workflow Policy That Sends an Email Notification of Open Opportunities

Configuring a Workflow Policy That Sends Paging Notification of Service Requests That Are Not Assigned

The example in this topic uses a workflow policy to send a page. If the priority for a service request is Very High, and if no one is assigned to this service request, then Siebel CRM sends a page to the support manager. Assume the Send Page action is already defined.

To configure a workflow policy that sends paging notification of service requests that are not assigned

1. Navigate to the Administration-Business Process screen, and then the Policies view.
2. In the Policies List, click Menu, click New Record, and then create a new workflow policy using values from the following table.

   Field	Value
   Name	Page Support Manager
   Workflow Object	Service Request
   Policy Group	High Frequency
   Duration	2 hours

3. In the Conditions list, add two new records using values from the following table.

   Condition Field	Operation	Value
   Service Request Priority	=	High
   Service Request Owner	IS NULL	(Leave this field empty.)

   This step defines the action that Siebel CRM runs if the conditions are met.

4. Scroll down to the Actions list, and then add an Action.
5. Choose the appropriate notification action in the Action field.

   For example, choose Page for Critical SR Gold Support.

Configuring a Workflow Policy That Sends an Email Notification of Open Opportunities

The example in this topic uses a workflow policy to send an email notification. If the number of deals that are not closed reaches a designated level, then Siebel CRM must notify the vice president of sales. Assume you already defined a workflow policy action that batches information on the deals and sends an email that includes information about the number of designated deals.

To configure a workflow policy that sends an email notification of open opportunities

1. Navigate to the Administration-Business Process screen, and then the Policies view.
2. In the Policies List, click Menu, click New Record, and then create a new workflow policy using values from the following table.

   Field	Value
   Name	Very High Value Opportunity
   Workflow Object	Opportunity
   Policy Group	Medium Frequency
   Quantity	5
   Batch	checked

   It is not necessary for you to define the Quantity field to display a repeating message.

3. In the Conditions list, add two new records, using values from the following table.

   Condition Field	Operation	Value
   Forecast Probability	<=	50
   Forecast Revenue	>	400000

4. In the Actions list, add a new action record using values from the following table.

   Action	Consolidate
   Excellent Quality Opportunity Email	Checked

5. Scroll to the bottom of the screen and examine the Send Message Arguments form.

   Siebel CRM updates the values in this form with information from the action that you defined in Step 4.

6. In the Actions applet, click the Excellent Quality Opportunity E-mail link in the Action applet.
7. Examine values in the Actions applet and Send Message Arguments.

   You can modify these values to meet the specific requirements of your implementation.

Aligning the Timing of the Workflow Policy Monitor with Email Creation

This topic describes how to make sure the email that Siebel CRM includes in a list of opportunities meets the workflow policy conditions. If the Workflow Policy Action agent runs too fast, then Siebel CRM might insert an individual email each time the workflow policy conditions are met.

To align the timing of the workflow policy monitor with email creation

1. Restart the Workflow Policy Monitor agent.
2. Restart the Workflow Policy Action agent.

   Set the Sleep parameter on the Workflow Policy Action to at least 5 minutes.

   For more information about starting a server process, see Administering Workflow Policies.