Siebel 8.1.x Fundamentals Student Guide
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1 Siebel 8.1.x Fundamentals Student Guide D72466GC10 Edition 1.0 April 2011 Part Number - Applied
2 Copyright 2011, Oracle and/or its affiliates. All rights reserved. Disclaimer This document contains proprietary information and is protected by copyright and other intellectual property laws. You may copy and print this document solely for your own use in an Oracle training course. The document may not be modified or altered in any way. Except where your use constitutes "fair use" under copyright law, you may not use, share, download, upload, copy, print, display, perform, reproduce, publish, license, post, transmit, or distribute this document in whole or in part without the express authorization of Oracle. The information contained in this document is subject to change without notice. If you find any problems in the document, please report them in writing to: Oracle University, 500 Oracle Parkway, Redwood Shores, California USA. This document is not warranted to be error-free. Restricted Rights Notice If this documentation is delivered to the United States Government or anyone using the documentation on behalf of the United States Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS The U.S. Government s rights to use, modify, reproduce, release, perform, display, or disclose these training materials are restricted by the terms of the applicable Oracle license agreement and/or the applicable U.S. Government contract. Trademark Notice Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.
3 Contents 0 Course Introduction Lesson Agenda 0-2 Instructor and Class Participants 0-3 Training Site Information 0-4 Course Audience 0-5 Course Prerequisites 0-6 Course Goal 0-7 Course Objectives 0-8 Course Methodology 0-9 Course Materials 0-10 Siebel Documentation 0-11 Feedback 0-12 Course Agenda 0-13 Summary 0-15 Practice 0 Overview: Preparing the Classroom Environment Introducing Siebel Applications Objectives 1-2 Siebel Customer Relationship Management (CRM) 1-3 Siebel CRM Applications 1-4 Employee Application: Siebel Sales 1-5 Employee Application: Siebel Call Center 1-6 Partner Application: Siebel Partner Portal 1-7 Comparison of Siebel CRM Applications 1-8 Siebel User Interface (UI) Modes 1-9 High Interactivity Mode 1-10 Standard Interactivity Mode 1-11 Common Siebel Application Business Entities 1-12 Configuring Siebel Applications 1-13 Siebel Bookshelf 1-14 The Business Analyst s Role and the Roadmap for this Course 1-15 Lesson Highlights 1-16 Practice 1 Overview: Exploring Siebel CRM Applications Using the Siebel Web Client Objectives 2-2 Logging In to a Siebel Application 2-3 iii
4 Application Home Page 2-4 Siebel Application User Interface 2-5 Application-Level Menu 2-6 Application Level-Menu: Help Menu 2-7 Global Toolbar 2-8 Site Map 2-9 Screens 2-10 Screen Home Page 2-11 Screen Navigation 2-12 Hyperlinks 2-15 List Applets and Form Applets 2-16 Navigating List and Form Applets 2-17 List Columns 2-18 Displaying and Reordering List Columns 2-19 Sort Data in List Columns 2-20 Show More Records 2-22 User Preferences 2-23 Lesson Highlights 2-24 Practice 2 Overview: Using the Siebel Web Client Working with Data in the Siebel User Interface Objectives 3-2 Working with Data in the Siebel User Interface (UI) 3-3 Creating a New Record 3-4 Entering Record Data 3-5 Text Editor 3-6 Attachments 3-7 Modifying and Saving Data 3-8 Using Picklists 3-9 Using Picklists: Examples 3-10 Using Multi-Value Groups 3-11 Deleting Data 3-12 Querying for Data in the Siebel UI 3-13 Running and Executing a Query 3-14 Wildcards 3-15 Query Operators 3-16 Record Count 3-18 Using the Query Assistant 3-19 Querying an MVG Field: Creating a Query 3-20 Querying an MVG Field: Query Results 3-21 Refining a Query 3-22 iv
5 Saving a Query 3-23 Executing Predefined and Saved Queries 3-24 Query Results and Data Access Control 3-25 Lesson Highlights 3-26 Practice 3 Overview: Querying Siebel Data Common Siebel Business Entities Objectives 4-2 The Siebel Logical Model 4-3 Common Siebel Business Entities 4-4 Accounts 4-5 Account Information 4-6 Entering Account Information 4-7 Contacts 4-8 Contact Information 4-9 Public Contacts 4-10 Private Contacts 4-11 Activities 4-12 Activity Information 4-13 Viewing Activities 4-14 Activity Templates and Plans 4-15 Activity Template Example 4-16 Opportunities 4-17 Opportunity Information 4-18 Other Opportunity Functionality 4-20 Service Requests 4-21 Service Request Information 4-22 Other Common Siebel Entities 4-23 Relationships Between Entities 4-24 Relationships Between Entities: Visual Cues 4-25 Lesson Highlights 4-26 Practice 4 Overview: Exploring Common Siebel Entities Using Siebel Business Entities Objectives 5-2 Using Siebel Business Entities 5-3 Supporting Company Business Practices 5-4 Business Scenario 5-5 Sales Business Process 5-6 Search for Contact Information 5-7 Verify Account Information 5-8 v
6 Add an Activity for the Contact 5-9 Add Activity to Contact 5-10 Add Opportunity to Contact 5-11 Add Products to Opportunity 5-13 Auto-Create Quote 5-14 Edit Quote: Modifying the Quote Record 5-15 Edit Quote: Adding Line Items 5-16 Print Quote and Send to Customer 5-17 Limits of the Siebel Data Model 5-18 Customizing the Siebel Application 5-19 Lesson Highlights 5-20 Practice 5 Overview: Using Siebel Entities Exploring Siebel Sales Objectives 6-2 Siebel Sales 6-3 Siebel Sales Scenarios 6-4 Scenario 1: Opportunity Management 6-5 Scenario 1: Sales Operations Generates New Opportunities 6-6 Scenario 1: Siebel Remote 6-7 Scenario 1: Log in Using the Mobile Web Client 6-8 Scenario 1: Synchronize With Remote Siebel Server 6-9 Scenario 1: Use Opportunity Data 6-10 Scenario 1: Access Opportunity Account Information 6-11 Scenario 1: Target Account Selling 6-12 Scenario 1: Set Opportunity Sales Stage to Track Progress 6-13 Scenario 1: Sales Methodologies 6-14 Scenario 1: Estimate Opportunity Revenues 6-15 Scenario 2: Forecasting 6-16 Scenario 2: Sales Representative Creates a New Forecast 6-17 Scenario 2: Forecasts and Revenues 6-18 Scenario 2: Submit the Forecast to a Sales Manager 6-20 Scenario 2: Manager Rolls Up Team s Forecasts 6-21 Scenario 2: Manager Analyzes Revenue Charts 6-22 Global Account Management 6-23 Siebel Territory Management 6-25 Territory Management Example 6-27 Lesson Highlights 6-28 Practice 6 Overview: Exploring Siebel Sales 6-29 vi
7 7 Exploring Siebel Call Center Objectives 7-2 Siebel Call Center 7-3 Types of Customer Interactions 7-4 Siebel Call Center Scenario 7-5 Call Center Scenario Receive Incoming Call Review Customer Records Create a New SR Verify Customer Entitlement 7-11 Entitlements Assign SR to Product Expert 7-13 Assignment Options 7-14 Service Request Assigned to New Owner Research Solution Document Work Send to Customer Close the SR 7-19 Other Call Center Features 7-20 Siebel Response 7-21 SmartScript 7-22 Service Analytics 7-23 Hoteling and Multi-Tenancy 7-24 Lesson Highlights 7-25 Practice 7 Overview: Exploring Siebel Sales Other Siebel CRM Features Objectives 8-2 Siebel CRM Features 8-3 ihelp 8-4 ihelp Components 8-5 ihelp Locates Controls 8-7 ihelp Designer 8-8 Universal Inbox 8-10 Inbox: User Activities 8-11 Inbox: Additional User Views 8-12 Inbox: Administrative Views 8-13 Reports 8-14 Properties of Siebel Reports 8-15 Running a Siebel Report Query For the Data Set 8-17 vii
8 2. Select the Report Select the Report Type View or Save the Report 8-20 Audit Trail 8-21 Audit Trail Example 8-22 Search 8-23 Features of Siebel Search 8-24 User Experience 8-25 Invoking Siebel Search 8-26 Advanced Searches 8-27 Reviewing Results 8-28 Lesson Highlights 8-29 Practice 8 Overview: Exploring Other CRM Features Administering Siebel Applications Lesson Objectives 9-2 Administering Applications 9-3 Siebel Administration Screens 9-4 Tour of Siebel Administrative Screens 9-5 General Administrative Screens 9-6 Administration - Application 9-7 Administration - Application: Example Requirement and Solution (View Links) 9-8 Administration - Application: Example Requirement 9-9 Administration - Application: Solution (State Model) 9-10 Administration - Application: Example Requirement and Solution (Predefined Queries) 9-11 Administration - Data 9-12 Administration - Data: Example Requirement and Solution (Currencies) 9-13 Administration - Data: Example Requirement and Solution (Periods) 9-14 Administration - Data Validation 9-15 Administration - Data Validation: Example Requirements and Solutions 9-16 Administration - Communications 9-17 Administration - Communications: Example Requirement and Solution 9-18 Special-Purpose Administrative Screens 9-19 Administration - Partner 9-20 Administration - Product 9-21 Administration - Pricing 9-22 Lesson Highlights 9-23 Practice 9 Overview: Using Administration Screens 9-24 viii
9 10 Implementing Siebel Applications Objectives 10-2 Siebel Product Implementations 10-3 Two Ways to Satisfy User Requirements 10-4 Anticipate Return on Investment (ROI) Impact 10-5 Impact of Modifying Business Process 10-6 Impact of Modifying the Application 10-7 Select an Appropriate Strategy 10-8 Standardized Implementation Methodology Characteristics 10-9 Define Project Roles Typical Project Roles and Responsibilities Define Project Scope Define Activity Sequence Identify ROI Metrics Develop Acceptance Criteria Build in Change Management Involve Project Stakeholders Communicate Project Progress Lesson Highlights ix
10
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