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eMail Response - Parse Junk Mail Workflow

The eMail Response - Parse Junk Email workflow finds junk email. You can configure workflows to screen out many junk email messages. A junk email message is any message that you do not want to route to an agent for processing. Administrators can define keywords in workflow decision steps that detect junk email messages. A message that is identified as junk mail is not stored in your Siebel database, and workflow processing stops.

The Find Junk Mail step in the eMail Response - Process Message workflow calls this workflow as a subprocess. Figure 7 illustrates this workflow.

Figure 7. eMail Response - Parse Junk Email Workflow

Workflow Description. This workflow performs the following actions:

1. Bad Sender? This step examines the Sender field of an email message to find keywords that the administrators specifies.
2. Bad Subject? If no keywords are found in the Sender field of the email message, then this field examines the Subject field of the email message to find keywords that the administrator specifies.
3. Bad Body? If no keywords are found in the Subject field of the email message, then this field examines the message body of the email message to find keywords that the administrator specifies.
4. Set Junk Type Email. If any of the steps in this workflow find a keyword that the administrator specifies, then this step flags the message as junk email.

About Adding Keywords to Decision Points

Examples of keywords and keyword phrases that you might use to detect junk email messages include:

• Sender: postmaster@example.com
• Subject: out of office
• Body: [specified objectionable language]

NOTE:  Important messages might be lost unless administrators consider each keyword carefully. It is recommended that only experienced administrators add keywords to the junk message processing workflow.

You can add keywords to decision points in the junk message processing workflow. The decision point you modify depends on the field you want to examine. You also can create decision points to examine other fields for keywords. For information about modifying decision steps for junk mail processing, see Setting Up Junk Mail Processing for Certain Messages.

Decision points are the diamond-shaped steps in the Process Designer view of the Administration - Business Process screen. Each decision point contains a Next Steps list, a Conditions list, and a Values list. For information about working with decision points, see Siebel Business Process Framework: Workflow Guide.

The Next Steps list includes the following fields:

• Branch Name. This field can be N (conditions are not met) or Y (conditions are met).
  • If the conditions for Branch Name Y are met, then the work item is passed to the workflow step in the Next Step field.
  • If the conditions for Branch Name N are not met, then the work item is passed to the Next Step field on the Branch Name N record.
• Next Step. This field specifies the workflow step where the message is passed after branch conditions are examined.

In the Next Steps list, a branch can have one or more conditions in the Conditions list and each condition has a value in the Values list. For information about operators, expressions, and conditions, see Using Siebel Tools.