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Creating Additional Fields for Analyzing Incoming Messages

To add additional field for Siebel Smart Answer to send to the Categorization engine for categorization use the following procedures.

Adding Additional Fields to Analyze Content in Incoming Messages

Use the following procedure to add an additional field to analyze content in an incoming message.

To add an additional field to analyze content in an incoming message

  1. Navigate to the Administration - Smart Answer screen, then the Smart Answer Profiles view.
  2. Select the SA Email Response profile.
  3. Make sure the Business Component and Business Object names are set to Mail Agent Activity.
  4. Select the Settings view tab, and then New.
  5. Select the setting that you want to use from the Add Settings dialog box, and then click OK.
  6. Select the Profile Fields view tab, and then New.
  7. Select one of the business component fields that are available with the Mail Agent Activity business object in the Input Field Name field.

    NOTE:  The Input Field Name must link with the field in your workflow name, as listed in Table 3. The input field name does not contain the prefix Eventfields.

  8. From Setting Name field, select a setting.

Adding Fields to Workflow Processes

Use the following procedure to add a field to a workflow process.

To add a field to a workflow process

  1. Log in to Siebel Tools.
  2. Select Workflow Process in the Object Explorer.
  3. Select the process eMail Response - Analyze Message whose status is set to Completed, and then click the Revise toolbar button.
  4. Add the process property to the eMail Response - Analyze Message workflow process, as follows:
    1. Select the process eMail Response - Analyze Message whose status is set to In Progress.
    2. In the Object Explorer, expand Workflow Process then select WF Process Prop.
    3. Right-click in the WF Process Props list, then choose New Record.
    4. In the Name field, type the name of the property.

      The following table lists the property names that you can use.

Property Name
Description
Input Argument

MsgBody

EventFields.Email Body

Default. Contains the content of the body area of the incoming email message.

MsgSubject

EventFields.Email Normalized Subject

Default. Contains the content of the Subject field of the incoming email message

MsgSenderAddress

EventFields.Email Sender

(Optional) Contains the email address of the sender of the incoming email

Select the property to send to the categorization engine from the list in the WF Process Props list.

Typically, these properties begin with the letters Msg.

Typically, this argument takes the form EventFields.property-name, where property-name is the name of the property you have selected. For example, if you selected the property MsgFormat, the input argument is EventFields.MsgFormat.

(Optional) Contains the value of the property you selected.

NOTE:  When you add the Text input argument to a workflow, the text input argument does not appear in the list of fields. To use the input argument, type Text in the Input Argument field.
  1. Select String from the Data Type field.
  • Add an input argument to the process property as follows:
    1. Select the process eMail Response - Analyze Message whose status is set to In Progress.
    2. Right-click on the process then choose Edit Workflow Process.
    3. Select the Categorize Message business service to see a list of input arguments for the business service in the Multi Value Property Window.
    4. Right-click in the list of input arguments, then choose New Record.
    5. In the Input Argument field, select the input argument that corresponds to the property name you specified in Step 4. Use the table in Step 4 to identify the correct input argument.
    6. If the input argument that you want does not appear, type the input argument name in the field.
    7. In the Type field, select Process Property.
    8. In the Property Name field, select the appropriate property name. The name you select must match the property name you specified in Step 4.
    9. Close the workflow process window.
  • Select the process eMail Response - Process Message whose status is set to Completed, and then click the Revise toolbar button.
  • Add the process property to the eMail Response - Process Message workflow process, as follows:
    1. Select the process eMail Response - Process Message whose status is set to In Progress.
    2. Right-click on the process then choose Edit Workflow Process.
    3. Select the Analyze Message subprocess to see a list of input arguments for the subprocess in the Multi Value Property Window.
    4. Right-click in the list of input arguments, then choose New Record.
    5. In the Input Argument field, select the input argument that you want to add to the workflow process.

      NOTE:  The Categorize Message business service of the eMail Response - Analyze Message workflow uses the input argument that you add.

    6. In the Type field, select Process Property.
    7. In the Property Name field, select the appropriate property name.
    8. Close the workflow process window.
    9. For each process listed in the following table, select the process, and then click the Publish toolbar button.
      Process Type
      Status

      eMail Response - Process Message

      In Progress

      eMail Response - Analyze Message

      In Progress
  • Log in to your Siebel application.
  • Navigate to the Administration - Business Process screen, choose Workflow Deployment view.
  • For each of the following processes, select the process in the Repository Workflow Processes list, and then Activate:
    • eMail Response - Process Message
    • eMail Response - Analyze Message
    •       
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