Email content mapping with the Service Request

Summary

Anyone can help in providing me with an answer on how to configure the system to map the email content into a service request?

Content

Hello everyone,

I am trying to get an idea on how Oracle Engagement Cloud, when receiving an email, maps between the content of the email and the fields in the service request to create a new service request. Is it done through the manage lookup filters task? If so is there a template to use for when entering an email the customer can enter the details which in turn are mapped by the system to create the service request?