Siebel Workflow

Workflow Processes Configuration Overview

♦ Workflow Processes allows you to define your company’s business processes using the Process
Designer in Siebel Tools. Using Workflow Processes, you can define a process that consists of process steps such as start steps, decision points, subprocesses, or business services steps to complete tasks.
♦ A task can be completed with either a predefined business service or a custom business service. Predefined tasks include updates to the Siebel database, notifications (such as an email or page), integration messages to external systems, and calls to invoke server tasks. Custom tasks can be defined by using Siebel VB or Siebel eScript.

Workflow Processes Administration Overview

♦ Workflow Processes can vary from a simple process such as entering a product order to a complex process such as managing call center workflow. Complex processes can comprise multiple smaller processes.
♦ Workflow Processes are administered through the Administration - Business Process views in the Siebel Client.

Using Workflow Processes

♦ Workflow processes can be invoked from events in the Siebel application or from external systems. Within the Siebel application, a process can be invoked from a workflow policy, an event (such as an insert of a record or a button click), or a server component.

Steps in Siebel Workflow:

■ Start. This is the start step initiating the process instance. The work item is the new service
request.
■ Assign Service Request. This is a subprocess task. The service request is assigned to the
appropriate agent based on the assignment rules defined in the Assign Service Request
subprocess.
■ Severity. This is a decision step. The service request severity determines the next step in the
process instance of the three possible paths: Critical, High, or Medium.
■ Send Email. This is an automated business service task. If the service request priority is critical,
an email is sent to the assigned agent. This task calls the Outbound Communications Manager
business service.
■ Priority High. This is a Siebel Operation update task. This step updates the service request
priority to High.
■ Substatus Assigned. This is a Siebel Operation update task. This step updates the sub status
to Assigned.
■ Email Error Activity. This is a Siebel Operation insert task. This task is triggered if an error is
returned in the Send Email task.
■ Priority Very High and Dispatch. This is a Siebel Operation update task. This step changes
the service request priority to Very High and the sub status to Dispatch.
■ End. This step defines the completion of the process.