Workflow Rules let you specify actions to be performed for incidents coming in through email. Incoming email messages are matched against Workflow Rules, which are specified by the administrator.
Workflow rules contain one or more conditions and actions.
Actions supported include the ability to compose a email response from one more more text fragments, the ability to use Natural Language Parsing techniques on the incoming message to suggest possible solutions from the knowledgebase, the ability to assign an incident, the ability to set the status, product or category, the ability to copy another email address on the message response, and the ability to discard the email if an incident should not be created. The customer can visit the links. If their question is not answered, they can respond to the message. CSRs can view a list of SmartAssistant suggested solutions when they respond to or edit an incident. The text or links to appropriate solutions can then be added to the response with the click of a button.