Preconfigured Workflow Processes for Siebel Email Response

Siebel CRM provides the following two types of workflow processes with Siebel Email Response:

• Message processing workflows. When each inbound message is received, the Communications Inbound Processor server component executes these workflows. The primary message processing workflows are:

  • eMail Response - Process Message Workflow. Use this workflow primarily for unstructured email messages. This workflow processes each inbound message and ultimately creates an activity record.

  • eMail Response - Process Service Request Workflow. Use this workflow for structured or Web-form email messages. The workflow searches the subject of each inbound message for specific keywords, such as update or status. The workflow uses this keyword to call the appropriate subprocess.

• User interface workflows. Each time an agent clicks specified buttons in Siebel Email Response, these workflows are executed. The primary user interface workflows are:

  • eMail Response - Response Workflow. Click the Reply, Reply to All, and Forward buttons on the My, My Team’s, and All Communications screens to call this workflow.

  • eMail Response - Client Send Email Workflow. Click the Send button in Siebel Email Response to call this workflow.

Message processing and user interface workflows can call subprocesses to accomplish subtasks. You can use Siebel Business Process Designer to customize preconfigured workflows or design new ones.

Caution: If you use scripts to customize Siebel Email Response workflows, then do not attach any scripts to the BusComp_WriteRecord event. The script might execute more than once because a single process can write to a record multiple times. For information about scripting, see Siebel Tools Online Help.

Siebel Email Response uses business services in its workflow processes. For information about Siebel Email Response business services, methods, and input arguments, see Business Service Methods for Siebel Email Response .