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This chapter contains information about how Siebel Email Response works with Siebel Workflow, particularly the Workflow Process Manager component, to process incoming email. It also describes the following inbound email workflow processes included with Siebel Email Response:
Siebel Email Response processes each inbound email message using Siebel Workflow. Workflow processes are also used for user interface operations. Understanding Siebel Workflow and the way Siebel Email Response uses it is critical to a successful deployment. It is strongly recommended that you learn the basics of Siebel Workflow before implementing Siebel Email Response. For information about how to use Siebel Workflow and the Siebel Business Process Designer, see Siebel Business Process Framework: Workflow Guide.
Siebel Email Response includes some preconfigured workflows that route email messages to the right agent at the right time. You can see a list of the preconfigured Siebel Email Response workflows by querying for eMail Response* in the Name field of the Workflow Processes view in the Administration - Business Process screen. You must activate preconfigured workflows before using them. For more information, see Activating Workflow Processes.
To use a workflow process, you must specify the Workflow Process Manager business service and RunProcess method in the response group and the workflow process name in the ProcessName input argument of the response group.
You can use Siebel Workflow with Siebel Assignment Manager or a third-party routing and queueing solution to further automate your email interactions. Regardless of the routing method you use, the routing process sets the Owned By field in the activity record so that the agent can view the email on the My Communications screen. For more information about Siebel Workflow and Siebel Assignment Manager, see Siebel Business Process Framework: Workflow Guide and Siebel Assignment Manager Administration Guide
When you log in to the Mobile Web Client, only a subset of the workflow processes for the Siebel Email Response Web Client are available in the Workflow Processes list. The preconfigured Siebel Email Response workflows available through the Mobile Web Client include:
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