Enable Assignment Manager on eMail Workflow

Assignment manager has been one of the most important configuration when doing Channel Specific CRM.
In case whereby CRM had Accounts, Trouble Ticket, Service Request and Activities to be assigned. Especially in Telco industries, the transactions per day can easily exceeds more than 15K.

An automation of assigning an owner to a specific business entities should be covered in a CRM systems.

within Oracle Siebel CRM and Oracle CRM On Demand, there are Assignment Manager modules that can be quite easy to learn but somehow painful due to information being scattered in many documents.

this is my personal experience whenever config an assignment manager with email inbound activity
1. Create an Assignment Rule
There are a vanilla assignment rule existing in the sample. However you might need to revise to meet your business needs. it is common that you want to assign the email activity to a specific agent which has a certain set of skills. Compare Object to Person allows you to compare the object attributes with your internal employee skills. Assignment manager will also do the scoring to score each employees to determine which employee is suitable.

2. Create a Communication Profile for INTERNET SMTP/POP3 Server
Before creating communication profile in Siebel, it is mandatory to have POP3 and SMTP Server setup and a valid pop3 username and password. In order to communicate with the email server, siebel need to input this parameter in the profile (shown below).

3. Create a Response Group associated to the Communication Profile / Add Input Argument.
An email inbound is processed with a workflow triggered by Response Groups. Below you can see the input argument required to run the workflow "eMail Response - Process Message".
if you wanted to enable the message route /assignment manager. remember to set "Enable Assignment Manager" Input Arguments to TRUE.

Next I'll share more about Assignment Manager with Service Request

stay tune.