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The Unified Messaging framework is the mechanism used by Siebel Business Applications to display messages to users. The foundation of the Unified Messaging framework is the Unified Messaging Service (UMS) business service. For Siebel order management uses, UMS messages recommend products and promotions, explain eligibility, provide price waterfalls, and display results of checks on promotion commitments and integrity. For example, a message prompts a customer service representative (CSR) to cross-sell batteries and a camera case when a customer is purchasing a camera. Messages come to the user in the form of a pop-up applet or rows in a list applet in a view.
The Unified Messaging framework supports the display of dynamic, actionable messages. The framework is an entity independent of the source and type of messages displayed. The Unified Messaging framework natively supports advanced features such as translation of message text, substitution of textual values into the message template, logging of message responses, and suppression of duplicate messages when appropriate (such as advice to a CSR against trying the same upsell if the customer has already rejected it).
In Siebel order management, a message is guidance, a recommendation, or an explanation presented to an end user in response to a button click or an action the end user takes. For example, the Order Catalog view might display the following message when an end user orders an item that is temporarily unavailable:
Messages displayed are sorted by score. The message-generation algorithm sets the score. For the simple preconfigured rules-based messages, the user enters the score in an administration view. Make sure that your messages use a consistent scoring scheme so that the most important messages of any type appear at the top of the list. The default message-generation algorithms can be extended to call out to a propensity-based scoring algorithm to dynamically score the messages that are displayed based on self-learned rules.
A message type stores the definition of a message, including its text, its bitmap (such as a graphic of an exclamation point), and its display mode (active or passive). A message type with an active display mode means that a dialog box is displayed to the user and the user must provide a response; a passive message type means that the message is displayed to the user without requiring a response. A message type group is a list of values used to group message types, making them available in picklists.
A message type response is an allowed response to a message. The allowed responses and their associated actions are soft-coded in an administration view. For example, a preconfigured upsell message has "Accept" and "Reject" responses. You can configure an additional "Send E-Mail" response that automatically emails the upsell product details to the customer.
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