Siebel is huge. We can multiply that statement by 10 and still that won’t be enough. eMail Response is one of those lesser known functionality but really intresting and useful. As the name suggests eMail Response has got to do something with email and responding to it.
Just to give you an overview what actually it is.
- eMail Response when activated monitor a mailbox specified by you.
- It allows you to send automated Acknowledgement emails to the messages received in that mail box.
- Create Service Request or Activity (what ever you want to) based on the information received in those emails.
Its typical implementation can be in a call centre module where you want people to send email and it should create service request which you can process and the respond back to them. But I have seen quite novel use of email response.
Users of our application were being sent activity information emails when some activity was assigned to them. They had to either approve or reject the Activity. They didn’t want to login to Siebel to do that. They just wanted to respond to that email stating Rejected or Approved and that activity should be marked as such in Siebel.
We implemented email response and made it monitor the mailbox. Users just replied to that mail with Subject as Approved or Rejected which was delivered in that mailbox.
We queried with the activity Id which was sent in the body of original mail (to which user replied) compared the owner through email address and then changed the status to approved or rejected as mentioned by user in subject line.
Details on how to setup eMail Response are subject to another post which will make its way soon. Till that time I will be waiting for all your comments 🙂 .