Planning a Workflow Policy That Notifies the User That Service Requests Require Attention

In this example, if the number of open service requests for a service representative reaches 20, then Siebel CRM must send a notification.

To plan a Workflow Policy that notifies the user that service requests require attention

1. Identify the items to monitor, as described in the following table.

   What to Monitor?	Purpose of the Policy
   Monitor open service requests when they reach a quantity of 20.	Use Send Broadcast Message to alert the service representative about the situation.

2. Plan the Workflow Policy action, as described in the following table.

   Name	Workflow Policy Object	Workflow Policy Group	Quantity
   Over 20 Open Service Requests	Service Request	High Frequency	20

3. Plan the Workflow Policy conditions, as described in the following table.

   Field (Column in the Siebel database)	Comparison	Value
   Service Request Status	=	Open

4. Plan the Workflow Policy actions that Siebel CRM runs if the Workflow Policy conditions are met.

   You can define the action arguments, as shown in the following table.

   Action Name	Workflow Policy Program	Workflow Policy Object	Arguments and Substitutions
   Alert Representative of Open SR	Send SR Message Broadcast	Service Request	Abstract: You own over 20 service requests. Message Template: You own over 20 service requests. Please review the queue for your service requests.