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1 Siebel 8.1.x Business Analyst Volume I Student Guide D63801GC10 Edition 1.0 March 2010 D65906

2 Copyright 2010, 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 Table of Contents Volume I: Lesson 0 Course Introduction Lesson 1 Introducing Siebel Applications Lesson 2 Using the Siebel Web Client Lesson 3 Working with Data in the Siebel User Interface Lesson 4 Common Siebel Business Entities Lesson 5 Using Siebel Business Entities Lesson 6 Exploring Siebel Sales Lesson 7 Exploring Siebel Call Center Lesson 8 Other Siebel CRM Features Lesson 9 Administering Siebel Applications Lesson 10 Exploring the Siebel Architecture Lesson 11 Securing Siebel Applications Lesson 12 Controlling Access to Views Lesson 13 Controlling Access to Customer Data Lesson 14 Creating the Company Structure Volume II: Lesson 15 Understanding Object Definitions Lesson 16 Using Siebel Tools to Examine Object Definitions Lesson 17 The Siebel Data Model Lesson 18 Siebel Business Components Lesson 19 Siebel Business Objects Lesson 20 Picklists and Multi-Value Groups Lesson 21 Customizing UI Elements Lesson 22 Siebel Workflow Lesson 23 Siebel Assignment Manager Lesson 24 Siebel Task UI Lesson 25 Preparing for a Global Deployment Lesson 26 Integrating Siebel Applications i

4 Appendix A Siebel Field Service Functionality Appendix B Implementing Siebel Applications ii

5 Siebel 8.1.x Business Analyst: Course Introduction

6 Lesson Agenda 0-2 This lesson provides an introduction to the: Instructor and class participants Training site information Course: Audience Prerequisites Goal Objectives Methodology Materials Agenda Siebel 8.1.x Business Analyst 0-2

7 Instructor and Class Participants 0-3 Who are you? Name Company Role What is your prior experience? Siebel applications Business analysis Relational databases How do you expect to benefit from this course? Siebel 8.1.x Business Analyst 0-3

8 Training Site Information Rest rooms Telephones Fire Exits 0-4 Class duration and breaks Meals and refreshments Questions? Siebel 8.1.x Business Analyst 0-4

9 Course Audience 0-5 This course is designed for: Business analysts Other implementation team members responsible for translating user and company requirements to technical specifications Siebel 8.1.x Business Analyst 0-5

10 Course Prerequisites 0-6 Basic Windows or NT navigation and file-management skills Familiarity with basic business analysis concepts, such as requirements gathering and gap analysis Siebel 8.1.x Business Analyst 0-6

11 Course Goal 0-7 To enable participants to specify requirements as part of a Siebel implementation project Siebel 8.1.x Business Analyst 0-7

12 Course Objectives Navigate the Siebel application user interface Work with common Siebel business entities Use functionality of Siebel Sales and Siebel Call Center Describe the components of the Siebel Web architecture Control access to customer data and application views 0-8 Create a company structure in a Siebel application Use Siebel Tools to explore a Siebel application Specify Siebel customizations in the data, business, and user interface layers Describe Siebel automation options Describe global deployment issues Describe common Siebel integration techniques Siebel 8.1.x Business Analyst 0-8

13 Course Methodology 0-9 Subject matter is delivered through: Lecture and slide presentations Software and recorded demonstrations Class discussions Hands-on labs Course content is delivered over five days Siebel 8.1.x Business Analyst 0-9

14 Course Materials Student Guide 0-10 All slides presented during lecture Student notes with references to the Siebel Bookshelf documentation library Activity Guide Course Materials Hands-on exercises and solutions Notes have been added to the student guide to describe the diagrams in the slides to help students who may have difficulty seeing or interpreting them. Siebel 8.1.x Business Analyst 0-10

15 Siebel Documentation Siebel applications are documented in Siebel Bookshelf, a searchable collection of guidebooks Bookshelf is also called Siebel Business Applications Documentation Library Updated regularly In the classroom, Siebel Bookshelf is available on Oracle Technology Network Make sure you are using the appropriate version of Bookshelf Example: Siebel Siebel Documentation References in the lessons to Siebel Bookshelf use the convention Bookshelf Title, Chapter Name. Siebel 8.1.x Business Analyst 0-11

16 Feedback If you have feedback on this or other Siebel courseware, please Siebel 8.1.x Business Analyst 0-12

17 Course Agenda Functional Segment: Using Siebel CRM 0-13 Lesson 1: Introducing Siebel Applications Lesson 2: Using the Siebel Web Client Lesson 3: Working with Data in the Siebel User Interface Common Siebel Business Entities Lesson 4: Common Siebel Business Entities Lesson 5: Using Siebel Business Entities Application-Specific Functionality Lesson 6: Exploring Siebel Sales Lesson 7: Exploring Siebel Call Center Other Siebel Features Lesson 8: Other Siebel CRM Features Lesson 9: Administering Siebel Applications Siebel 8.1.x Business Analyst 0-13

18 Course Agenda Technical Segment: Siebel Architecture : Exploring the Siebel Architecture Access Control 11: Securing Siebel Applications 12: Controlling Access to Views 13: Controlling Access to Customer Data 14: Creating the Company Structure Siebel Application Architecture Lesson 15: Understanding Object Definitions Lesson 16: Using Siebel Tools to Examine Object Definitions Siebel 8.1.x Business Analyst 0-14

19 Course Agenda Technical Segment (continued) Configuring Siebel Applications 0-15 Lesson 17: The Siebel Data Model Lesson 18: Siebel Business Components Lesson 19: Siebel Business Objects Lesson 20: Picklists and Multi-Value Groups Lesson 21: Customizing UI Elements Siebel Automation Options Lesson 22: Siebel Workflow Lesson 23: Siebel Assignment Manager Lesson 24: Siebel Task UI Deployment Considerations Lesson 25: Preparing for a Global Deployment Lesson 26: Integrating Siebel Applications Siebel 8.1.x Business Analyst 0-15

20 Course Agenda Appendices: 0-16 Appendix A: Siebel Field Service Functionality Appendix B: Implementing Siebel Applications Siebel 8.1.x Business Analyst 0-16

21 Summary This lesson provided an introduction to the: 0-17 Instructor and class participants Training site information Course: Audience Prerequisites Goal Objectives Methodology Materials Agenda Siebel 8.1.x Business Analyst 0-17

22 Practice 0 Overview: Preparing the Classroom Environment This practice covers the following topics: Exiting any existing Siebel applications Running the classroom refresh utility to prepare the classroom for this course Note: Successfully completing this practice is critical to ensure subsequent practices behave as expected Preparing the Classroom Environment Practices for this and all other lessons are found in the course s Activity Guide. Siebel 8.1.x Business Analyst 0-18

23 Introducing Siebel Applications

24 Objectives After completing this lesson, you should be able to: 1-2 Describe Siebel Customer Relationship Management (CRM) applications Give examples of employee and partner Siebel CRM applications Siebel 8.1.x Business Analyst 1-2

25 Siebel Customer Relationship Management (CRM) 1-3 Enables you to manage interactions with customers, partners, and employees Typically deployed as a one or more applications with broad functionality Supports multiple ways to communicate Web and Call center Field service Uses a single database to: Allow all users access to the same set of data Example: the correct customer request status is seen by all relevant users Ensure changes to data are made once and only once Example: an address needs to be updated in only one place Siebel 8.1.x Business Analyst 1-3

26 Siebel CRM Applications 1-4 Are available tailored for: Different types of employee or partner interactions and channels (horizontal applications) Different industries (industry applications) Examples: Horizontal applications Siebel Sales Siebel Call Center Siebel Partner Portal Siebel Remote Industry applications Siebel Finance Siebel Consumer Goods Siebel 8.1.x Business Analyst 1-4

27 Employee Application: Siebel Sales 1-5 Siebel Sales is used by a company s sales representatives and managers to manage accounts, sales opportunities, and contacts Application is displaying sales opportunities Employee Application: Siebel Sales Diagram The screenshot shows Siebel Sales, which is displaying sales opportunities. Siebel 8.1.x Business Analyst 1-5

28 Employee Application: Siebel Call Center 1-6 Siebel Call Center is used by a company s telesales and service representatives Application is displaying service requests Employee Application: Siebel Call Center Diagram The screenshot shows Siebel Call Center, which is displaying a list of service requests. Siebel 8.1.x Business Analyst 1-6

29 Partner Application: Siebel Partner Portal 1-7 Is used by a company s partners to communicate, collaborate, and conduct business with a Web-based interface Partner Portal displays sales opportunities Partner Application: Siebel Partner Portal Diagram The screenshot shows Siebel Partner Portal, which allows a company s partners access to shared data. The screen shows a sales opportunity as it appears to a partner. Siebel 8.1.x Business Analyst 1-7

30 Comparison of Siebel CRM Applications 1-8 Siebel functionality is delivered as separate horizontal or vertical applications which: Have the same user interface and navigation Are based on the same underlying application architecture Use the same underlying technologies for automation, integration, and so on Share many of the same application screens Applications use the same executable, but use a modified configuration You specify or make customizations to meet the specific requirements of your business Siebel 8.1.x Business Analyst 1-8

31 Siebel User Interface (UI) Modes 1-9 The Siebel UI is rendered in one of two modes: High Interactivity (HI) mode Standard Interactivity (SI) mode Siebel 8.1.x Business Analyst 1-9

32 High Interactivity Mode Is available for employee applications Supports users who require additional functionality 1-10 Improves productivity Uses additional code, such as Active X controls, to provide extra functionality Drag-and-drop for setting column widths Explorer-like hierarchy views Menu bar and tool bars Saving records by moving off the current line Requires Internet Explorer (see documentation for versions) High Interactivity Mode Reference System Requirements and Supported Platforms Siebel 8.1.x Business Analyst 1-10

33 Standard Interactivity Mode Is available for customer and employee applications Designed to be less browser-dependent 1-11 Behaves like a typical HTML-based Web application Available on a wide variety of browsers (see documentation for supported browsers) Does not support some of the functionality available with High Interactivity Mode Siebel 8.1.x Business Analyst 1-11

34 Common Siebel Application Business Entities Siebel applications use common business entities A business entity is something of business interest in the real world A person, place, thing or event about which data must be stored Provides the foundation for organizing data Examples: Accounts, Contacts, Households, and so on 1-12 Access to the more common business entities Common Siebel Application Business Entities Examples Some of the more commonly used Siebel Business Entities include Accounts, Activities, Assets, Contacts, Households, Internal Products, Opportunities, and Service Requests. These and other entities will be discussed in subsequent lessons. Diagram The screenshot shows the screen tabs at top of a Siebel CRM application. These tabs allow quick access to commonly used business entities. Siebel 8.1.x Business Analyst 1-12

35 Configuring Siebel Applications Siebel CRM applications can be configured to meet business requirements by: 1-13 Specifying preferences, administrative settings, and other configuration data in the Siebel application Configuring the application using a Siebel CRM development tool, Siebel Tools Siebel Tools is used by developers to configure Siebel CRM applications Configuring Siebel Applications Siebel Tools Using Siebel Tools to customize Siebel CRM applications is covered in subsequent lessons. Diagram The screenshot shows Siebel Tools, which is an application used by developers to configure Siebel applications. Siebel 8.1.x Business Analyst 1-13

36 Siebel Bookshelf Provides extensive documentation for using and configuring Siebel applications 1-14 Siebel Bookshelf Make sure you have the Bookshelf version that matches your Siebel product s version Diagram The screenshot shows the HTML version of Siebel bookshelf. Bookshelf in PDF format is available for downloading. Use the Downloading Documentation link under Related Information for instructions on downloading. Siebel 8.1.x Business Analyst 1-14

37 The Business Analyst s Role and the Roadmap for this Course As part of a Siebel application implementation team, a business analyst will: 1-15 Document a company s business processes Map these processes to Siebel CRM functionality Determine any "gaps" between this functionality and the company's business processes These gaps may be eliminated by configuring and customizing Siebel CRM To support the business analyst role, this course: Covers as-delivered Siebel CRM functionality First half of the course (Lessons 1 to 9) Describes technical functionality and ways that the application can be tailored to meet business requirements Second half of the course (Lessons 10 to 26) Siebel 8.1.x Business Analyst 1-15

38 Lesson Highlights Siebel CRM applications provide a way to effectively manage customer relationships 1-16 Is a packaged application designed on best practices Offered in a variety of forms, each of which aligns with specific industry and business requirements All Siebel CRM applications use a single, common database and executable Siebel CRM applications support different client access modes Siebel 8.1.x Business Analyst 1-16

39 Practice 1 Overview: Exploring Siebel CRM Applications This practice covers the following topics: Identifying key Siebel CRM features Exploring Siebel Bookshelf 1-17 Siebel 8.1.x Business Analyst 1-17

40

41 Using the Siebel Web Client

42 Objectives After completing this lesson, you should be able to: Start and log in to a Siebel application Navigate screens and views in the application 2-2 Siebel 8.1.x Business Analyst 2-2

43 Logging In to a Siebel Application 2-3 Start a Siebel application in a Web browser by entering the application s URL Log in using your assigned username and password Application URL Logging In to a Siebel Application Reference Siebel Fundamentals User ID and password Diagram The screenshot shows the login screen for Siebel Call Center 8.1. The browser s Address bar displays the application URL: in this example. The user provides a User ID and Password to login. Siebel 8.1.x Business Analyst 2-3

44 Application Home Page 2-4 Is displayed after log in to a Siebel application Allows access to personalized data Application Home Page Personalized data Personalize home page by clicking Edit Layout Configurable Home Page The Home Page can be configured by an administrator to provide users quick access to tasks they commonly perform. The user can further customize this page. Diagram The screenshot shows Casey Cheng s Home Page, which displays his activities in a list to the left and a calendar to the right. The Edit Layout button in the upper-left is used to personalize the layout. Siebel 8.1.x Business Analyst 2-4

45 Siebel Application User Interface 2-5 Consists of Web pages that display Siebel data and surrounding controls Application-level menu helps users perform tasks Global toolbar provides quick access to common tasks Tabs provide easy navigation to related data Application-level menu Global toolbar Tabs Siebel Application User Interface Persistent User Interface Elements The application-level menu and global toolbar are always displayed. Diagram The screenshot shows the Siebel client user interface (UI) and introduces UI elements covered in the next slides: Application-level menu - is across the top right Global toolbar - is beneath the application-level menu Tabs - are beneath the global toolbar and in the middle of the screen. Siebel 8.1.x Business Analyst 2-5

46 Application-Level Menu 2-6 Helps users perform common tasks Has menus containing related items: File menu: Connect, Log Out, Print, send communications Edit menu: copy, delete, change, and merge records View menu: open or close the Customer Dashboard Navigate: move between records; go to Site Map Query: create, build, and execute queries Tools: sorting data, setting user preferences Help: online help, information about the user session and the current view Siebel 8.1.x Business Analyst 2-6

47 Application Level-Menu: Help Menu 2-7 Select Help > Contents to access on-line help Includes documentation for common end-user tasks Select Help > Technical Support to view technical details Includes current User ID and contact information for support Application Level-Menu: Help Menu Diagram The diagram shows two items available in the Help menu. Contents opens online help, as illustrated on the left. Technical Support opens a dialog displaying useful information, such as the current application version, User ID of the current user, and support contact information. Siebel 8.1.x Business Analyst 2-7

48 Global Toolbar 2-8 Global Toolbar Displays context-sensitive tasks and reports associated with the current screen Click the How Do I button to access ihelp, which provides guidance with tasks Click the Reports button to access reports for the current screen How Do I Reports Diagram The screenshot shows the Global Toolbar and highlights the How Do I and Reports buttons. The How Do I button looks like a check mark on a clip board. The Reports button looks like a pie chart. Siebel 8.1.x Business Analyst 2-8

49 Site Map 2-9 Site Map Use the Site Map on the Global Toolbar to access a list of all application areas available to the user Click the Site Map icon Locate the desired destination Drill down to view detailed navigation Click to navigate to destination page Diagram Click the Site Map icon which looks like a globe at the top left to display a list of links. Click one of the links and that area will expand. Click a link below that area to navigate to a page. Siebel 8.1.x Business Analyst 2-9

50 Screens The top-level tabs navigate you to screens related to functional business areas, such as accounts, contacts, or opportunities 2-10 Screens Screen tab Screen Diagram The screenshot gives a typical example of a screen, the Accounts screen. The Accounts screen tab is selected and a view of accounts data is displayed to the user. Siebel 8.1.x Business Analyst 2-10

51 Screen Home Page Provides quick access to common user tasks and data 2-11 Screen Home Page Links to different sets of records Links to recently-used records Guided help with common tasks Diagram The screenshot shows the Opportunities Home Page. This home page displays: Links to sets of frequently viewed records, such as New Leads or Forecasted Opportunities (on the top left). Links to recently-accessed records (on the bottom left). Links to guided help related to Opportunities (on the upper right). A form to add a new Opportunity (on the bottom right). This home page also has an Edit Layout button in the upper right, which supports personalizing the page. Siebel 8.1.x Business Analyst 2-11

52 Screen Navigation Click a screen tab to display an entity s Home Page Home Page includes the Link Bar 2-12 Screen Navigation Use the link bar to access specific data about the entity Screen tab Accounts Home page Link bar Diagram The screenshot shows two navigation methods for navigation to and within a screen. Screen tabs, like the highlighted Accounts tab, are used to navigate to commonly-visited screens. The link bar immediately below the screen tabs is used to navigate to pages within a screen. Siebel 8.1.x Business Analyst 2-12

53 Screen Navigation Click a view tab to display child records that are associated with a parent record 2-13 Row indicator Screen Navigation View tab Selected record Parent record Child records Diagram This screenshot shows different UI elements of a screen: the parent record at the top and view tabs in the middle. A list of child records at the bottom with the current record indicator (a > at the left of the row) and the selected record in the list highlighted in yellow. Siebel 8.1.x Business Analyst 2-13

54 Screen Navigation Click drop-down arrows to provide access to more screen tabs, link bar, and view tabs 2-14 Screen Navigation Click drop-down to display more view choices Click drop-down to display more screen choices Click drop-down to display more link choices Diagram The screenshot shows three drop-down lists: Screen tab drop-down list (at the top): used to select a screen tab that is not visible Link bar drop-down list (under the screen tabs): used to select a link that is not visible View tab drop-down list (in the middle): used to select a view tab that is not visible All of these drop-downs only show tabs or links that are not visible due to limited screen width. Siebel 8.1.x Business Analyst 2-14

55 Hyperlinks Drill down on a hyperlink to see more information 2-15 Hyperlinks Clicking the account hyperlink...displays account details Diagram The screenshot show that clicking a hyperlink displays more information and may navigate to a different view. This example shows the Account Name hyperlink in the My Accounts list. When the user drills down on the hyperlink, the application navigates to a view showing detailed account information at the top and list of associated contacts at the bottom. Siebel 8.1.x Business Analyst 2-15

56 List Applets and Form Applets Use a list applet to view data for multiple records Use a form applet to view detailed data for a single record 2-16 Details for the selected record in a list applet appear in a form applet List Applets and Form Applets Details for selected list record List applet Form Applet Diagram The screenshot shows a view with a list applet above and a form applet below. The top applet shows a list of My Accounts, while the bottom applet shows account detail for the record selected in the top applet. Siebel 8.1.x Business Analyst 2-16

57 Navigating List and Form Applets Use the Menu button or scroll bars and arrows to navigate list and form applets 2-17 Applet menu Navigating List and Form Applets Applet buttons Applet-specific menu items Right-click will also show applet menu Form applet navigation arrows Diagram The screenshot shows how to access the applet menu: either click the applet s Menu button (at the top left) or right-click in the applet. The menu will display standard menu items, as well as appletspecific items. The view shows a list applet at the top and a form applet at the bottom. There are navigation arrows at the top right of the form applet, which can be used to move back and forth through a set of records. Siebel 8.1.x Business Analyst 2-17

58 List Columns Freeze position in list columns 2-18 List Columns Freeze columns by double-clicking column headers within list applets Enhances ability to work effectively with lists that contain many columns of data Drag and drop columns in and out of the frozen area Double-click to freeze a column Frozen columns still displayed while horizontal scrolling Hi Interactivity (HI) Mode Freezing and dragging columns is only available in High Availability Mode. Diagram The screenshot illustrates how to freeze a column in a list by double-clicking on its header. The Name column is frozen, and as the user scrolls to the right, the Name column will stay locked on the left. Siebel 8.1.x Business Analyst 2-18

59 Displaying and Reordering List Columns Use Columns Displayed to change and reorder the columns displayed in an applet 2-19 Right-click and select Columns Displayed Displaying and Reordering List Columns Columns available to the applet Add or remove columns from applet Columns visible in the applet Sequence columns Diagram The screenshot shows the process for changing the columns displayed in a list applet: Right-click in the list applet and select Columns Displayed. In the Columns Displayed applet, move columns from the Available Columns list on the left to the Selected Columns list on the right, or the reverse by using the arrow buttons. When the desired columns are selected, use the sequence columns buttons on the right to reorder the list columns. Click Save. Siebel 8.1.x Business Analyst 2-19

60 Sort Data in List Columns Click a column header to sort data in ascending or descending order 2-20 Click the column header for ascending (A Z) or descending (Z A) order Sort Data in List Column Diagram The screenshot highlights how to sort a column by clicking on its column header. In the screenshot, accounts are sorted in ascending order of their Name. A user could click again to change the order to descending. Siebel 8.1.x Business Analyst 2-20

61 Sort Data in List Columns Select Menu > Advanced Sort to sort using values of up to three columns at once 2-21 Select sort columns and order Sort Data in List Columns Diagram The screenshot shows the use of Menu > Advanced Sort. The example selects this applet-level menu item in the My Accounts List, which brings up the Sort Order dialog. The user can choose three fields to sort records by, and each can be sorted in either ascending or descending order. Siebel 8.1.x Business Analyst 2-21

62 Show More Records Click the Show More button to toggle display of more records 2-22 Show More Records Click Show More... to see more records Diagram The screenshot illustrates the effect of clicking the Show More button on a list applet: more records are displayed in the list. Show More and Form Applets The Show More button is present in some form applets. When clicked, it displays additional fields. Siebel 8.1.x Business Analyst 2-22

63 User Preferences Set individual preferences to adjust some application features, such as: Link bar categorizes preferences 2-23 Time zone preferences Startup view Default spell check options Aspects of the calendar Select Tools > User Preferences... User Preferences Diagram The screenshot shows User Preference in the application-level Tools menu. The highlighted link bar shows some of the pages available through user preferences. Siebel 8.1.x Business Analyst 2-23

64 Lesson Highlights The Application Home Page, which displays after log in, provides access to personalized data The application-level menu and global toolbar assist with navigation Screens provide access to data related to a functional business area A list applet lists data for multiple records A form applet provides detailed data for a single record Columns Displayed is used to change the columns displayed in a list applet Sort data in a column by clicking the column header User Preferences enable individual users to adjust some application features 2-24 Siebel 8.1.x Business Analyst 2-24

65 Practice 2 Overview: Using the Siebel Web Client This practice covers the following topics: Navigating in Siebel Call Center 2-25 Siebel 8.1.x Business Analyst 2-25

66

67 Working with Data in the Siebel User Interface

68 Objectives After completing this lesson, you should be able to: Create, modify, and delete records Query for records 3-2 Siebel 8.1.x Business Analyst 3-2

69 Working with Data in the Siebel User Interface (UI) 3-3 Key tasks in working with data in Siebel CRM include: Creating a new record Entering record data Modifying and saving data Using picklists Using multi-value groups (MVGs) Deleting data Working with Data in the Siebel User Interface (UI) Reference Bookshelf s Siebel Fundamentals Siebel 8.1.x Business Analyst 3-3

70 Creating a New Record 3-4 There are several ways to create a new record: Creating a New Record Select Menu > New Record Right-click then select New Record Click the New button Press CTRL+N on the keyboard Other Operations Many other operations on records can also be invoked in multiple ways: using the applet menu, using right-click to bring up the applet, clicking an applet button, or using a key sequence like CTRL+N. For example, creating a record can be accomplished by one of the following: Select Menu > New Record Right-click and then select New Record Click the applet New button (if available for the applet) Press CTRL+N. Diagram The screenshot shows creation of a record using an applet menu (Menu > New Record), or by clicking New. Siebel 8.1.x Business Analyst 3-4

71 Entering Record Data 3-5 Enter data in a list or form applet Some fields are required: Marked with a red asterisk in a form applet Default value may be provided automatically Required field indicated by a red asterisk Required field populated with a default value Entering Record Data Default Data Some fields automatically populate with default data when a new record is created. For example, when a new opportunity is created, Date Opened defaults to the current date, Status defaults to Open, and Substatus defaults to Unassigned. Default values can be modified by the system configurator. Diagram The screenshot shows an opportunity record, with the Opportunity Name, Currency, and Close Date marked with a red asterisk, which indicates a required field. The Close Date and Currency fields are populated with default values. Siebel 8.1.x Business Analyst 3-5

72 Text Editor 3-6 Text Editor Is used to create, edit, or view large amounts of text for some fields Is accessed by clicking the Text Editor button in the topright corner of a text field Enter text and click OK Text Editor Button Visibility In some cases it may be necessary to click in the field to reveal the text editor button. Text Editor button Diagram The screenshot shows invocation of a Text Editor control for an opportunity s Sales Objective. Click the Text Editor button to open, enter text, and then click OK to close the Text Editor. Siebel 8.1.x Business Analyst 3-6

73 Attachments Are files created in other applications that can be associated to records in Siebel applications Can be related to records wherever the Attachments view is available within a screen Drag and drop a file into the Attachments list view, or Use the New File or New URL button 3-7 Drag and drop file to create an attachment Use New File or New URL to create an attachment Attachments Diagram The screenshot shows a file being dragged from Windows Explorer and dropped in an Attachments applet. The New File and New URL buttons can also be used to create an attachment. Siebel 8.1.x Business Analyst 3-7

74 Modifying and Saving Data 3-8 To modify data: Select a field in the list or form and change it To save data implicitly: Step off the record in a list or a form to commit it to the database Only Available in the High Interactivity interface To save data explicitly: select Menu > Record, or Keyboard: CTRL+S Explicit save Siebel 8.1.x Business Analyst 3-8

75 Using Picklists 3-9 Using Picklists Use Picklists to select a field value from a list Assists in assigning a single value to a field during record creation and modification Avoids data entry errors for the pick field Standardizes Two types of picklist: Static: select a value from a fixed drop-down list Dynamic: select a value from a list of changing values Visual Cues Examples: Accounts, opportunities, contacts A static pick field usually displays an arrow A dynamic pick field usually displays a Select icon Pick Field A pick field is the list column or form field that presents a static or dynamic picklist. Two Types of Static Picklist A pick field can be configured to force the user to choose a value from the drop-down list, or to allow the user to use a different value. Siebel 8.1.x Business Analyst 3-9

76 Using Picklists: Examples An opportunity s Sales Stage is selected using a picklist 3-10 The user must use a value from the drop-down list Select button opens pick applet Static picklist uses dropdown list An opportunity s Account is selected from an applet that displays a list of accounts Using Picklists: Examples Dynamic picklist Pick Applet Diagram The top screenshot shows an example of a static picklist. It shows the Sales Stage field for an opportunity. Clicking the arrow drops down a list of values to select from. The bottom screenshot shows an example of a dynamic picklist. It shows the Account field for an opportunity. Clicking the select button opens another pick applet that lists accounts to select from. Siebel 8.1.x Business Analyst 3-10

77 Using Multi-Value Groups Use multi-value groups (MVGs) to assign one or more child records to a field or fields in a record Only one value is displayed in the list or form at a time 3-11 Other values are visible using the select button to view the MVG Using Multi-Value Groups Click the MVG Select control Select values from the MVG applet Primary Value The primary value in a MVG is displayed in the invoking list or form field. Primary Diagram The screenshot shows the sequence of actions that starts with clicking the MVG Select button for Account Team. An MVG applet is displayed and the user selects available team members from the left to add to the list of selected members on the right. One selected team member is marked as the primary (with a check mark). Siebel 8.1.x Business Analyst 3-11

78 Deleting Data There are several ways to delete a record: 3-12 Deleting Data Select Menu > Delete Record Right-click then select Delete Record Click the Delete button Press CTRL+D on the keyboard Some records may be read-only Confirm delete Diagram The screenshot shows deletion of a record using an applet s Delete button. A dialog asking, Are you sure you want to delete the selected row in Contacts? appears. Click OK to confirm the deletion. Siebel 8.1.x Business Analyst 3-12

79 Querying for Data in the Siebel UI Tasks used to query for data: 3-13 Running and executing a query Using the Query Assistant Querying an MVG field Refining a query Saving a query Executing predefined and saved queries Siebel 8.1.x Business Analyst 3-13

80 Running and Executing a Query Query for records in-line within a form or list applet using one of the following methods: 3-14 Click the Query button on an applet Query from the applet-level and application-level menus Right-click and select New Query Use a keyboard shortcut Running and Executing a Query Diagram The screenshot shows two different ways of querying in the My Accounts view: Clicking the applet Query button Right-clicking and selecting New Query. Siebel 8.1.x Business Analyst 3-14

81 Wildcards Use wildcards to search for matching characters * is a substitute for zero or more characters in a string query 3-15 Wildcards Asterisk cannot be used in date or numeric fields Examples: Ma* matches Madrid, but not San Mateo *Ma* matches Madrid and San Mateo? is a substitute for exactly one character in a string query Question mark cannot be used in date or numeric fields Examples: st?r matches star and stir, but not stair *st?r matches monster and rock star, but not tastier Query Default Behavior Default behavior for queries in list and form applets is to insert a trailing *. Example: A query for Ma, without an asterisk, would be the same as Ma*. Siebel 8.1.x Business Analyst 3-15

82 Query Operators Use relational operators on numeric or date fields as part of the query 3-16 < (less than) > (greater than) = (equal to) <= (less than or equal to) >= (greater than or equal to) <> (not equal to) can be used on all fields Example: Query Operators Find dates on or after 1/1/2006 Date field in query is set to: >= 1/1/2006 Diagram The screenshot shows a query for quotes with criterion Created >= 1/1/2006. This query will return quotes that were created on or after January 1, Siebel 8.1.x Business Analyst 3-16

83 Query Operators OR allows a match on any one of multiple values for a field AND allows a match on all of multiple values for a field Other operators include: 3-17 NOT " " IS NULL IS NOT NULL Examples: Query Operators Find service requests with no description entered Use IS NULL in the Description field of service request Find dates on or between 1/1/2006 and 1/7/2006 Reference Siebel Fundamentals: Using Query to Locate Information Diagram The screenshot shows a query for quotes with criterion Created >= 1/1/2006 AND <=7/ This query will return quotes that were created on or after January 1, 2006 and before or on July 1, Siebel 8.1.x Business Analyst 3-17

84 Record Count Determine the total number of matching records in the query by viewing the Record Count 3-18 Record Count Select Record Count for a count of records in the current query Diagram The screenshot shows Menu > Record Count. A separate window shows the total record count. Siebel 8.1.x Business Analyst 3-18

85 Using the Query Assistant Use the Query Assistant to execute queries from anywhere in a Siebel application 3-19 Guides users through creating a query Users do not have to know query syntax or operators Click the Query Assistant button after clicking Query in a list or form Select fields and operators using dropdowns Select a field from the current applet Using the Query Assistant Constructed query Diagram The screenshot shows the Query Assistant with a query composed by looking for: Account Name Starts With Av Country Equals France Perform Query using AND The constructed query appears as "Show Accounts where: Account Name Starts With Av AND Country Equals France". Siebel 8.1.x Business Analyst 3-19

86 Querying an MVG Field: Creating a Query Use EXISTS() to search for matches in multi-value groups (MVGs) 3-20 Only way to query all child records in a MVG Example: Searching for the string "*Street" in the address of an account An account can have multiple addresses Query matches all accounts with one or more addresses ending with the substring "Street" Query criterion Querying an MVG Field: Creating a Query MVG indicator Default Behavior By default Siebel applications assume an implicit EXISTS() when searching a multi-value field. Thus, the query shown in the screenshot, EXISTS("*Street") in the Address MVG is equivalent to "*Street" for this MVG by default. This behavior can be changed by an administrator. Diagram The screenshot shows a query using EXISTS() in an Address MVG. The query entry is EXISTS("*Street"), which matches all accounts with one or more addresses ending with the substring "Street". Siebel 8.1.x Business Analyst 3-20

87 Querying an MVG Field: Query Results Search results show records where at least one value in a MVG matches the search criteria Record detail for Ace Properties 3-21 Example: Query returns accounts with string "Street" in at least one address These accounts have addresses that match the query Querying an MVG Field: Query Results Diagram The screenshot shows accounts that match the query EXISTS("*Street") in the Address MVG. One of the three accounts that match the query, Ace Properties, has four account addresses shown, with three of them having Address Line 1 ending in "Street". Siebel 8.1.x Business Analyst 3-21

88 Refining a Query Use Refine Query to modify an existing query Select Refine Query Refining a Query 2. Enter additional or modified criteria 3. Query results for the refined criteria Original criterion Diagram The screenshot shows refining a query in the All Accounts view: 1. Select Refine Query from the applet menu. 2. Add an additional criterion: Account Name starting with G, Site starting with Ch. 3. Execute the query and examine the results. One account, Gabriel Communications in Chesterfield, MO, matches the refined query. Siebel 8.1.x Business Analyst 3-22

89 Saving a Query Use the application-level Query menu to save a query 3-23 Saving a Query 2. Name the query then click OK 1. Select Query > Save Query As Diagram The screenshot shows using the application-level menu to save a query (Menu > Save Query As). After providing a name for the saved query, click OK in the Save Query As dialog. The query being saved is named Site = Ch*. Siebel 8.1.x Business Analyst 3-23

90 Executing Predefined and Saved Queries Predefined queries can be: Provided by an administrator 3-24 Cannot be deleted by an end user Created and saved by a end user Both types appear in the Saved Queries drop-down list Predefined and saved queries in alphabetical order Executing Predefined and Saved Queries Diagram The screenshot shows the Saved Queries drop-down list (at the upper right). The new Site = Ch* saved query is shown in the list. Siebel 8.1.x Business Analyst 3-24

91 Query Results and Data Access Control Different users may have access to different sets of data, depending on their position in the company 3-25 Example: Vincent Parker, a District Sales Manager, has access to sales opportunities and revenues for his district, but does not see such data for other sales districts Gail Neff, the VP of Sales, has access to opportunity and revenue data for all sales regions and districts Only data that is visible to a user will appear in a query result set Configuring data access is discussed in a subsequent lesson Siebel 8.1.x Business Analyst 3-25

92 Lesson Highlights Creating and editing data may involve using: 3-26 Required and optional fields Drop-down lists MVG fields Attachments Siebel applications support complex queries on data with: Wildcards Logical and numerical operators EXISTS for MVGs The Query Assistant helps end users form complex queries Commonly-executed queries can be saved Siebel 8.1.x Business Analyst 3-26

93 Practice 3 Overview: Querying Siebel Data This practice covers the following topics: Creating, modifying, and deleting records Using basic querying skills 3-27 Siebel 8.1.x Business Analyst 3-27

94

95 Common Siebel Business Entities

96 Objectives After completing this lesson, you should be able to: Identify common business entities (Accounts, Contacts, Activities, Opportunities, and Quotes) Describe relationships between these entities 4-2 Siebel 8.1.x Business Analyst 4-2

97 The Siebel Logical Model Is a collection of business entities and relationships between them that implements the business logic in a Siebel application Based on years of experience working with Siebel customers and users Describes hundreds of business entities and their data Provides most of the functionality to support a company s customer-facing business processes 4-3 is located at for Address Account Is a target of Activity action for Relationships between entities documented by an entity-relationship diagram The Siebel Logical Model Reference Bookshelf s Siebel Data Model Reference provides extensive reference documentation on both the logical model and physical (database) components of the Siebel Data Model. Entity-Relationship Diagram (ERD) An ERD documents the logical relationship between entities. It includes the cardinality of the relationship (1-to-1, 1-to-many, many-to-one, or many-to-many), shown above by the connectors between entities.. Notice how the words in the ERD document the relationships between the entities. In the example above, an Account is located at one or more Addresses, and an Address is for an Account. Also, an Account is a target of an Activity, and an Activity is an action for an Account. Siebel 8.1.x Business Analyst 4-3

98 Common Siebel Business Entities 4-4 This lesson examines some of the most important business entities Only a small subset of the Siebel logical model These entities describe: Customers and their attributes (Accounts and Contacts) User actions and tasks (Activities) Revenue-related entities (Opportunities) Common Siebel Business Entities Reference Bookshelf s Applications Administration Guide is a good introduction to these and other important entities in the Siebel logical model. Terminology Siebel technical documentation refers to the data that is collected about a business entity as a business component (BC). Siebel 8.1.x Business Analyst 4-4

99 Accounts 4-5 Accounts Are businesses external to your company Current or potential clients Business partners Competitors Have an account team made up of positions Representing Customers For companies whose customers are businesses, Accounts are used to represent customers (as well as competitors, partners, and potential customers). A company whose customers are individuals may chose instead to maintain customer data using Contacts. Terminology A position is a role within a company, such as Field Sales Representative, Call Center Agent, or CEO. Diagram The screenshot shows the My Account list. Columns displayed for each Account record include Account Name, Site, Main Phone #, Status, and URL. Siebel 8.1.x Business Analyst 4-5

100 Account Information 4-6 Information that may be stored for each account includes: Account name (required) Synonyms Avoids duplicate account information for name variations Example: account for General Electric may have synonyms: GE, G.E., GE Inc., and so on One or more business addresses One or more industries the account belongs to Whether the account is a competitor Account team Made up of one or more positions Example: The XYZ Company account has account team: Account Manager (Anne Elke) Sales Manager (Stacey Ruiz) Siebel 8.1.x Business Analyst 4-6

101 Entering Account Information 4-7 Click the More Info view tab to specify more data values for an account Entering Account Information Enter more account information More Info View Tabs For many entities, you can access more fields by drilling down on a record and clicking the More Info view tab, as shown above for Accounts. Diagram The screenshot shows the Accounts screen tab selected. The top applet in the view shows Account detail. The lower More Info applet shows many additional Account fields that can be populated. Siebel 8.1.x Business Analyst 4-7

102 Contacts 4-8 Contacts Are people with whom you do business Can be public or marked as personal Are associated with a team (public contacts) or a user (personal contacts) Diagram The screenshot shows the My Contacts list. The Contacts screen tab is highlighted. Columns displayed for the contacts include Last Name, First Name, Mr./Ms., Work Phone #, Job Title, and . Siebel 8.1.x Business Analyst 4-8

103 Contact Information 4-9 May include: Contact Information First and last names (required) Account name the contact is associated with (one or more accounts) Job title Preferred contact method ( , phone, fax, and so forth) Address, , phone and fax numbers A contact team Diagram The applet shown displays addition contact information, such as the contact s Work Fax #, Mobile Phone #, Home Phone #, Account Name, and Account Address. Siebel 8.1.x Business Analyst 4-9

104 Public Contacts A public contact is potentially visible to multiple users 4-10 Public Contacts Visibility depends on the user s data access Example: Sal Wymer s public contact James Wang appears: In My Contacts view for sales representative Sal Wymer In My Team s Contacts view for sales manager Terry Smythe Public contact is visible to multiple users Data access and visibility will be covered in a subsequent lesson. Diagram The screenshot shows the My Team s Contacts list. A public contact may be visible to many users. Siebel 8.1.x Business Analyst 4-10

105 Private Contacts A private contact is: 4-11 Private Contacts Only visible to a single user Used to track personal contacts Accessed through the Personal Contacts List view May be made public by clearing the Private checkbox May be cleared to promote private to public contact Diagram The screenshot shows Contacts > Personal Contacts List. The list includes one contact, Stephanie Bell. The lower applet displays further detail for this contact, including job title, work phone number, account, and other information. Highlighted in this additional personal contact detail is the Private checkbox, which is checked. This indicates that Stephanie Bell is only visible to the current user. Siebel 8.1.x Business Analyst 4-11

106 Activities Are specific tasks or events to be completed 4-12 Activities May be associated with another entity, such as an Account, Contact, or Opportunity Example: an Activity to send a welcome to a new customer (an Account) Are associated with one or more users The screenshot shows the My Activities list. Displayed for each activity record are the columns: New, Description, Type, Start, Due, Status, and Priority. Siebel 8.1.x Business Analyst 4-12

107 Activity Information May include: 4-13 Activity Information Where to display the activity (required) A category (required) A start date and due date Assigned employees A repeat frequency and number An alarm Attachments Other Activity Information Other information associated with an Activity may be set by drilling down on the activity in a list applet, then clicking More Info and other view tabs. Alarms are set in the More Info child applet, and attachments are added in the Attachments child applet, not the detail applet shown above. Diagram The screenshot shows details for an activity record. Information shown includes a Description, Type, Priority, Start and End time, Owner, Comments, Status, and where to display the activity. Siebel 8.1.x Business Analyst 4-13

108 Viewing Activities An employee may view activities in several views or screens: 4-14 Activities List View Activity To Do List View Calendar Screen An employee s activities show up in the Calendar views Viewing Activities Diagram The screenshot demonstrates than an employee s activities show up in the Calendar view, which has tabs that allow viewing the calendar in Daily, Weekly, or Monthly form. Siebel 8.1.x Business Analyst 4-14

109 Activity Templates and Plans An activity template is a blueprint for a group of related activities 4-15 Used to standardize business activities Created by an administrator A user uses an activity template to create an activity plan Adds activities associated with a goal Example: An administrator creates an activity template that provides a blueprint for creating a new account A telesales agent adds a new customer and invokes the activity template to create an activity plan This activity plan includes the following activities: Send a welcome letter to customer the customer information to a partner Siebel 8.1.x Business Analyst 4-15

110 Activity Template Example Vic Taylor, a PCS Company sales rep, uses an activity template to create activities for qualifying a sales opportunity 4-16 Vic Taylor selects an activity template and qualification activities are added for the Opportunity Activity Template Example Diagram The screenshot shows the a view that displays Opportunity detail in the top applet, a list of Activity Plans in the middle (child) applet, and a list of Activities associated with an Activity Plan in the bottom (grandchild) applet. In the middle, Activity Plan applet, the 03 - PCS Qualification Sales Stage template is selected. The bottom applet list activities associated with this activity plan. Activities listed include "03 - Research Account", "03 - Identify Customer Business Objectives (use TAS)", and four other records. Each activity includes a description, type, start and end dates, status, and priority. Siebel 8.1.x Business Analyst 4-16

111 Opportunities Are potential revenue-generating events Can be used to: 4-17 Opportunities Forecast sales revenues Manage sales engagements Diagram The screenshot shows the My Opportunities list applet. Columns displayed include Opportunity Name, Account, Revenue, Committed, Team Space, and Sales Stage. Siebel 8.1.x Business Analyst 4-17

112 Opportunity Information May include: 4-18 An association with an account A probability of completion An estimated revenue and margin An estimated close date (required) A sales stage Examples: Prospecting, Qualified, Selected, Closed/Won A sales team of positions A sales channel Siebel 8.1.x Business Analyst 4-18

113 Opportunity Information Allows revenue and margin forecasting 4-19 Opportunity Information Revenue and margin estimates Diagram The screenshot shows the More Info form applet for Opportunities. The Revenue Detail section of this applet is highlighted, and it shows: Revenue = $31, Probability % = 70% Expected Value = $22, Best Case = $45, Worst Case = $20, Cost = $0.00 Margin = $31, Siebel 8.1.x Business Analyst 4-19

114 Other Opportunity Functionality The Opportunities Screen allows other entities to be associated with an Opportunity, such as: 4-20 Decision Issues factors that can influence a prospect s buying decision Products Quotes, and so on Other Opportunity Functionality Diagram The screenshot shows a view that displays Opportunity detail in the top applet and Decision Issues for the opportunity in the lower applet. The three decision issues for this potential laptop sale are named Network, Priced within budget, and Performance. The Decision Issues are ranked in descending order of importance, and each has an explanatory comment. Siebel 8.1.x Business Analyst 4-20

115 Service Requests Are requests from customers or prospects for information or assistance with your products or services Are associated with a single owner 4-21 Service Requests Diagram The screenshot shows the Service screen tab selected and a list of My Service Requests. Columns displayed include: New, SR#, Status, Summary, Account, Owner, and Priority. Siebel 8.1.x Business Analyst 4-21

116 Service Request Information Includes: 4-22 Creation date (required) Status and Substatus (required) Summary and Description Contact (Last Name and First Name) Account Product Date the service request will be completed (Date Committed) Siebel 8.1.x Business Analyst 4-22

117 Other Common Siebel Entities A Household is a collection of individual consumers who are economically affiliated and who share common purchasing or service interests 4-23 Members are Contacts associated with the Household A Quote is an offer to a customer for specific products and services at a specific price Is converted to an Order on completion of a sale An Order is a commitment on the part of the customer to purchase products and services at a specific price Is categorized as either a Sales or Service Order Other Common Siebel Entities Reference Further information on Households can be found in Applications Administration Guide. Quotes and Orders are detailed in the Order Management Administration Guide. Households Households are especially useful in a business-to-consumer setting, where purchasing decisions may be made based on family income, number of family members, and so on. This household information may be maintained separately from individual contact data. Siebel 8.1.x Business Analyst 4-23

118 Relationships Between Entities The Siebel logical model also specifies relationships between entities The relationship specifies cardinality: One-to-many (1:M) 4-24 Example: An Account may have multiple Quotes (another entity) Many-to-one: (M:1) Example: An Opportunity has only one Account, but an Account may have multiple Opportunities Many-to-many (M:M) Example: An Account may belong to multiple Industries (entity) and multiple Accounts may belong to an Industry Relationships Between Entities One-to-One (1:1) Relationships 1:1 relationships are not shown here, because they are rare in the Siebel logical model. If an entity has a 1:1 relationship with another, then the second entity can often be considered as part of the first entity. Siebel 8.1.x Business Analyst 4-24

119 Relationships Between Entities: Visual Cues The Siebel user interface shows these relationships using: 4-25 Drop-down or select control (M:1 relationship) MVG control (1:M or M:M relationship) Drop-down and select controls indicate an M:1 relationship MVG control indicates a 1:M or M:M relationship Relationships Between Entities: Visual Cues The screenshots show a M:1 relationship's visual cue is a drop-down arrow or a check mark with one dot to the left. A 1:M relationship's visual cue is a check mark with two dots to the left. Siebel 8.1.x Business Analyst 4-25

120 Lesson Highlights The Siebel logical model embodies the business logic in Siebel applications Accounts are businesses external to your company, and represent current or potential clients, partners, and competitors Contacts are people with whom you do business Can be marked personal or public Activities are specific tasks or events to be completed Opportunities are potential revenue-generating events Service Requests are customer requests for information or assistance Relationships between entities have a cardinality, which is supported by the Siebel user interface 4-26 Siebel 8.1.x Business Analyst 4-26

121 Practice 4 Overview: Exploring Common Siebel Entities This practice covers the following topics: Explore common Siebel business entities 4-27 Siebel 8.1.x Business Analyst 4-27

122

123 Using Siebel Business Entities

124 Objectives After completing this lesson, you should be able to: 5-2 Describe an example of how a company could use Siebel business entities to support a business process Siebel 8.1.x Business Analyst 5-2

125 Using Siebel Business Entities 5-3 Companies implementing a Siebel application face the challenge of: Reflecting their business practices in the application Maximizing the application performance Minimizing the cost of implementation and user adoption Solution: business logic in the Siebel Data Model provides an extensive, flexible set of "building blocks" to implement company business practices Using Siebel Business Entities Reference Siebel Data Model Reference Siebel 8.1.x Business Analyst 5-3

126 Supporting Company Business Practices 5-4 Components of a Siebel application that support customer practices include: Business logic: Siebel entities and the relationships between them (common entities discussed in previous lesson) User Interface (UI) support Applets that display business entities (Example: Account Detail Applet) Views that show relationships between entities (Example: View showing Account Detail and Contacts) Siebel 8.1.x Business Analyst 5-4

127 Business Scenario 5-5 The following scenario shows how Siebel entities and UI components can be used to support a company's business practice The scenario includes specification of the user: Navigating between views Entering data for Siebel entities Siebel 8.1.x Business Analyst 5-5

128 Sales Business Process 5-6 You are working as a telesales representative for PCS, a computer distributor A customer, Mike Carlson, calls and asks for a quote for 100 laptops from the latest product line Customer role Customer Service Representative role Sales Business Process Business process diagram documents this scenario The process illustrated in this lesson is performed manually in the Siebel Web client. Siebel CRM applications have business automation technologies that can automate some of the steps in this business process. For example, Siebel Workflow, one of these automation methods, could be used to add an Activity record for a Contact. Siebel Workflow and other Siebel business automation technologies are discussed in subsequent lessons. Diagram The diagram on this slide illustrates the business process scenario illustrated in the rest of this lesson. The vertical axis divides the process by role: in this process the customer performs the first step. The remaining steps are performed by the Customer Service Representative role. The process has the following steps (in sequence): Customer Role: Start -> Initiate Call Customer Service Representative Role: Search for Contact Information -> Know Contact person? -> No = Add Contact / Yes = Proceed-> Verify Account Information -> Add Activity - > Create Opportunity -> Add Products -> Auto-Create Quote -> Edit Quote -> Print Quote -> End Siebel 8.1.x Business Analyst 5-6

129 Search for Contact Information Click the Contacts screen tab to navigate to the Contacts List view Query to find Mike Carlson 5-7 Step in business process 3. Enter contact name and run query 1. Click Contacts tab 2. Create a query 4. Inspect results Siebel 8.1.x Business Analyst 5-7

130 Verify Account Information 5-8 Use the Contact Form Applet to: Check the information recorded for Mike Carlson Verify the addresses for his company and his work phone and fax 3. Verify phone and fax numbers 2. Click New to add an address for the Contact s Account Verify Account Information 1. Open the Account Address MVG Diagram This screenshot shows the Verify Account Information step in the scenario. The steps that the customer service representative takes are: Open the Account Address MVG Verify addresses and add a new one if necessary Verify customer phone and fax numbers. Siebel 8.1.x Business Analyst 5-8

131 Add an Activity for the Contact 5-9 Add an activity to document the customer's inbound call 1. Drill down on Last Name in the Contacts list Add an Activity for the Contact 3. Create a new Activity and add a short description of the phone call 2. View displaying Contact and Activities appears 4. Set Activity Type and drill down to add details Best practice Only add base information for the activity and drill down to add activity details. Diagram This screenshot shows the Add Activity step in the scenario. The steps that the customer service representative takes are: Drill down on the contact s last name In the Activities child applet below the Contact detail applet, create a new Activity and add a short description Set the Activity Type to Call - Inbound and drill down on the Activity s Type. Siebel 8.1.x Business Analyst 5-9

132 Add Activity to Contact Finish entering activity detail Use the thread bar to return to the Contacts screen showing Mike Carlson 1. Enter required field 5-10 Add Activity to Contact 3. Use the thread bar to return to the contact record 2. Add call time and date Diagram This screenshot shows a continuation of the Add Activity step in the scenario. The steps that the customer service representative takes are: Enter the Display In field in the Activity detail. In this example, Calendar and Activities is chosen, which will cause the Activity to be displayed in both the agent s Calendar views and activities. Add call time and date. Note that the default is the current time and date. Use the thread bar to return to Mike Carlson s contact record. Siebel 8.1.x Business Analyst 5-10

133 Add Opportunity to Contact Create a new opportunity for the contact Drill down on the opportunity to add detail Create an Opportunity 3. Add Opportunity name; Account is filled in using Contact s Account Add Opportunity to Contact 4. Drill down to enter detail 1. Click the Opportunities view tab Diagram This screenshot shows the Create Opportunity step in the scenario. The steps that the customer service representative takes are: Click the Opportunities view tab below the Contact detail applet. Create an Opportunity by clicking New Add the Opportunity s name. The Opportunity s Account is filled in with Mike Carlson s account, which is Marriot International HQ. Drill down on the Opportunity s name. Siebel 8.1.x Business Analyst 5-11

134 Add Opportunity to Contact Fill in opportunity details, such as Sales Stage or Lead Quality 5-12 Add Opportunity to Contact 1. Complete Opportunity details 2. Select Products view tab when done Diagram This screenshot shows a continuation of the Create Opportunity step in the scenario. The steps that the customer service representative takes are: Complete Opportunity details, such as Revenue, Sales Stage, and Close Date. Select Products from the view tab drop-down list. Siebel 8.1.x Business Analyst 5-12

135 Add Products to Opportunity Add products and quantities to the opportunity 5-13 Multiple products can be added to an opportunity 1. Create a new Product 2. Find and pick the correct product Add Products to Opportunity 3. Set quantity Product A product is a Siebel business entity not examined in the previous lesson, and is a good or service provided by a company. Opportunity Prices An Opportunity s prices are just a suggestion and have to be filled in manually. Real prices are added when the Opportunity is converted to a Quote. Diagram This screenshot shows the Add Products step in the scenario. The steps that the customer service representative takes are: Create a new Product record Use the Select control in the Product field, and then pick the correct product from the Pick Product applet Set the quantity of the product. Siebel 8.1.x Business Analyst 5-13

136 Auto-Create Quote Use Auto Quote to generate a quote based on the quote s price list Drill down on quote to edit its details 2. Click Auto Quote to create a new Quote record from the Opportunity and its Products 1. Click the Quotes view tab Auto-Create Quote Price Lists When a quote is created, its price list field is pre-populated with the Opportunity Account s price list. In the example shown, the Marriott International account s price list is the Americas Price List. Diagram This screenshot shows the Auto-Create Quote step in the scenario. The steps that the customer service representative takes are: Click the Quotes view tab Click the Auto Quote button to create a new quote record from the Opportunity and its products Drill down on the quote name to edit its details. Siebel 8.1.x Business Analyst 5-14

137 Edit Quote: Modifying the Quote Record Quote record can be modified 5-15 Example: changing the relevant price list Note how the thread bar has changed Edit Quote: Modifying the Quote Record Revise the Quote as needed Diagram This screenshot shows the Edit Quote step in the scenario. The customer service representative verifies that the correct products are present on the Quote and that the Quote s Price List is correct for this customer. Siebel 8.1.x Business Analyst 5-15

138 Edit Quote: Adding Line Items Add line items to the quote from a buying catalog 5-16 Can browse the hierarchical catalog to locate products Edit Quote: Adding Line Items Browse the catalog to find the correct products Add line items to the quote Diagram This screenshot shows a continuation of the Edit Quote step in the scenario. If the products for the Quote are incorrect or if the customer wishes to add additional products, then the customer service agent can use the catalog to browse a buying catalog. This example shows the agent browsing the Computers & Add-Ons catalog and its categories to add additional line items to the Quote. Siebel 8.1.x Business Analyst 5-16

139 Print Quote and Send to Customer Use Siebel Reports to generate a quote printout suitable for fax or A report for the current quote is not provided with Siebel Reports, but can be created Print Quote and Send to Customer Diagram This screenshot shows the Print Quote step in the scenario. The steps that the customer service representative takes are: Click the Reports button on the application toolbar. Send the quote report by or fax. Reports Functionality Siebel CRM applications ship with several useful report templates for Siebel Reports, but typically a company will create customized reports such as the one described in this example. Communications features, such as faxing or ing a report may need to be integrated with the Siebel application, depending on which report's application is used. Siebel 8.1.x Business Analyst 5-17

140 Limits of the Siebel Data Model The Siebel Data Model does not contain business logic to fit all of a company s business practices When a company business process cannot be implemented using the as-delivered Siebel application, there are three possible implementation strategies: Modify the company s practice to match Siebel functionality These practices may not be completely defined 5-18 Siebel offers best practices that may be better than existing practice Customize the Siebel application May result in high implementation costs Combine the two methods The strategy used will typically be selected to minimize implementation and user adoption costs Siebel 8.1.x Business Analyst 5-18

141 Customizing the Siebel Application A Siebel application can be customized by: 5-19 Creating or modifying UI components to expose existing business logic in the Siebel Data Model Example: Modify the Account Detail Applet to expose a nondisplayed, existing Account attribute Modifying the application s business logic Example: Add new attributes to an existing entity Add Favorite Color to Contact entity Add an Instant Messenger ID field to Contact entity Example: Create a new entity College entity tracks school attended by Contact Siebel application customization is discussed in Siebel technical courses Siebel 8.1.x Business Analyst 5-19

142 Lesson Highlights The Siebel Data Model and user interface (UI) components provide "building blocks" that can be used to support a company's business practices 5-20 UI components display appropriate entities and support quick navigation The Siebel Data Model includes extensive business logic to support a company's business processes If the as-delivered business logic and UI components do not support a company's practices fully, a company may: Adapt their business practice to as-delivered application functionality Customize the Siebel application Combine both of these strategies Siebel 8.1.x Business Analyst 5-20

143 Practice 5 Overview: Using Siebel Entities This practice covers the following topics: Explore a scenario using common Siebel business entities 5-21 Siebel 8.1.x Business Analyst 5-21

144

145 Exploring Siebel Sales

146 Objectives After completing this lesson, you should be able to: 6-2 Describe how Siebel Sales users manage opportunities Describe how forecasts can be used to monitor revenue estimates and analyze sales trends Describe advanced Siebel Sales features Siebel 8.1.x Business Analyst 6-2

147 Siebel Sales 6-3 Is an application that offers a rich set of functionality to: Increase sales force effectiveness through proven sales methodologies Provide sales management with more visibility into sales Streamline sales operations and administration May be used for field sales organizations Siebel 8.1.x Business Analyst 6-3

148 Siebel Sales Scenarios 6-4 This lesson presents two simple scenarios and discussion of two Siebel Sales facilities: Scenario 1: Opportunity Management Scenario 2: Forecasting Additional features: Global Account Management Territory Management Siebel 8.1.x Business Analyst 6-4

149 Scenario 1: Opportunity Management 6-5 This scenario tracks a field sales representative for PCS Company, Terry Smythe, as he: Receives a new opportunity Uses critical account information to develop the opportunity Application features this scenario illustrates include: Siebel Remote (separate functionality used with Siebel Sales) Target Account Selling (TAS) Sales Methodologies and Methods Siebel 8.1.x Business Analyst 6-5

150 Scenario 1: Sales Operations Generates New Opportunities 6-6 PCS North American Sales Operations generates new leads through telesales, trade shows, and product seminars Entered as opportunities in the Siebel application Assigned to sales representatives by territory Assigned to TSMYTHE New Opportunity generated by telesales Scenario 1: Sales Operations Generates New Opportunities Assignment Opportunities, service requests, and other entities may be assigned manually, with assistance, or automatically. Manual assignment for an opportunity is performed by changing its Sales Team. Assignment with assistance and automatic assignment use Siebel Assignment Manager, which is discussed in a subsequent lesson. Diagram The screenshot shows a new opportunity record generated by PCS North American telesales. TSMYTHE belongs to this Opportunity s Sales Team. Siebel 8.1.x Business Analyst 6-6

151 Scenario 1: Siebel Remote 6-7 Allows remote users to connect to Siebel Servers to synchronize data and then access the data while disconnected Consists of: Siebel Server configured for Siebel Remote Siebel Mobile Web Client that Supports much Siebel functionality Includes a local database that stores relevant Siebel data Server infrastructure for: Scenario 1: Siebel Remote Routing appropriate data to each user Synchronizing server and remote data sources Resolving data conflicts involving multiple remote clients Synchronize while connected Siebel Mobile Web Client running on laptop Reference Details about Siebel Remote are found in Bookshelf s Siebel Remote and Replication Manager Administration Guide. Siebel 8.1.x Business Analyst 6-7

152 Scenario 1: Log in Using the Mobile Web Client 6-8 Terry Smythe logs in using the Siebel Mobile Web Client Home screen personalized to show important information Scenario 1: Log in Using the Mobile Web Client Diagram The screenshot shows the Siebel Mobile Web Client after Terry Smythe has logged in. He has personalized his Home Page to show useful information: his opportunities, expenses, calendar and alerts. Siebel 8.1.x Business Analyst 6-8

153 Scenario 1: Synchronize With Remote Siebel Server 6-9 Terry Smythe synchronizes with the PCS Americas Sales server Downloads new account, contact, and opportunity data to his laptop using Siebel Remote Scenario 1: Synchronize With Remote Siebel Server Diagram The screenshot shows Terry Smythe selecting File > Synchronize Database in his Siebel Remote client. A Siebel Remote dialog shows the synchronization progress. Checkboxes allow him to select which data to synchronize, and buttons allow him to stop the synchronization or hide the dialog box. Siebel 8.1.x Business Analyst 6-9

154 Scenario 1: Use Opportunity Data Terry Smythe examines his new opportunities Uses the More Info view tab to get an overview 6-10 Scenario 1: Use Opportunity Data Diagram The screenshot shows a new opportunity that has been assigned to Terry Smythe. He has clicked the More Info view tab to see additional opportunity details, such as the account location. Siebel 8.1.x Business Analyst 6-10

155 Scenario 1: Access Opportunity Account Information Terry Smythe uses the Target Account Selling view tab to develop and execute an opportunity strategy 6-11 Critical opportunity information Scenario 1: Access Opportunity Account Information Diagram The screenshot shows the Target Account Selling applets that are displayed after Terry Smythe clicks the Target Account Selling view tab for the opportunity. Overview is selected on the view tab link bar, and this view shows the customer s business profile, revenues, fiscal year end, and profitability. The lower Overview applet shows additional information, including the Opportunity Profile, the customer s goal, compelling event, as well as PCS' solution, critical success factors, and competitive weaknesses. Siebel 8.1.x Business Analyst 6-11

156 Scenario 1: Target Account Selling Is a module that integrates with Siebel Sales Provides access to in-depth account information that can be used to formulate and track a sales strategy 6-12 Scenario 1: Target Account Selling Opportunity s Account organizational analysis used to develop sales strategy Diagram The screenshot shows Target Account Selling's Organization Analysis applet, which displays an organization chart for the customer. Each key contact is displayed with his or her job title, role in the opportunity (Evaluator, Approver, User, Decision Maker, and combinations of these roles), and other information that characterizes the contact. Siebel 8.1.x Business Analyst 6-12

157 Scenario 1: Set Opportunity Sales Stage to Track Progress Terry Smythe changes the opportunity s sales stage to reflect his progress in the sales process 6-13 Opportunity Sales Stage used by sales management to monitor sales "pipeline" and forecast revenues Select stage to reflect progress with Opportunity Scenario 1: Set Opportunity Sales Stage to Track Progress Diagram The screenshot shows the Sales Stage drop-down in the Opportunity detail applet. The sales stage reflects progress in converting the opportunity to an order. Siebel 8.1.x Business Analyst 6-13

158 Scenario 1: Sales Methodologies Administrators or sales managers using Siebel Sales can create a sales methodology to reflect their chosen sales process 6-14 Can have multiple sales methodologies based on, for example, account size Set using User Preferences A sales methodology consists of: A series of sales stages Activity or assessment templates associated with each stage Example: the stage "05 Building Vision" has an activity template with the following activities: Give product demonstration Scenario 1: Sales Methodologies customer decision issues to sales strategy group Assessments and Assessment Templates Assessments provide a method for scoring opportunities, accounts, or other entities based on answers to a series of questions. Assessment Templates provide the questions and weighting of each. Siebel 8.1.x Business Analyst 6-14

159 Scenario 1: Estimate Opportunity Revenues After several meetings with the account, Terry Smythe estimates revenues for the opportunity Click the More Info view tab Set best and worst case revenues Can set costs, which is used to determine profit margin Expected revenue is calculated using opportunity conversion probability, which is based on sales stage 6-15 Opportunity conversion probability Probability times Revenue Revenue minus Cost (calculated) Scenario 1: Estimate Opportunity Revenues Opportunity Conversion Probability This percentage, labeled Probability % in the Opportunity Detail applet, is based on sales stage. It reflects estimates or historical data on how often opportunities at a given sales stage are converted to revenues. For example, if a company s historical rate of converting opportunities in sales stage "05 Building Vision" to revenues is 45%, that probability would be associated with the stage. Diagram The screenshot shows an example of opportunity revenue and profitability analysis. The revenue is estimated at $4,000,000.00, the estimated conversion probability is 45% (based on the sales stage), and the expected value is the product of these two numbers: $1,800, Also displayed are best and worst case estimates, cost, and margin, which equals Revenue minus Cost. Siebel 8.1.x Business Analyst 6-15

160 Scenario 2: Forecasting This scenario involves two users: Terry Smythe (user TSMYTHE), a field sales representative Madison Stern (MSTERN), regional sales manager In the scenario: 6-16 Terry Smythe generates a forecast of revenues associated with his opportunities Madison Stern rolls up her team s forecasts into a regional forecast, which she analyzes Siebel 8.1.x Business Analyst 6-16

161 Scenario 2: Sales Representative Creates a New Forecast Terry Smythe navigates to the Forecasts screen and creates a new forecast 6-17 Enters Forecast Date using pick applet Drills down on Forecast Date to generate a forecast Forecast is based on Best and Worst Case Revenue estimates Also includes Expected Revenue (calculated using the opportunity conversion probability) Select forecast date Scenario 2: Sales Representative Creates a New Forecast Diagram This screenshot shows Terry Smythe: Creating a new forecast in the My Forecasts list Selecting a forecast date Drilling down on the forecast s date Drill down to generate forecast Siebel 8.1.x Business Analyst 6-17

162 Scenario 2: Forecasts and Revenues Forecasts are periodic estimates of revenues The Forecasts screen is used to create and administer forecasts Revenue is income received for delivery of a product or service The Revenues screen is used to analyze forecasts and monitor the sales pipeline 6-18 Scenario 2: Forecasts and Revenues Reference Siebel Forecasting Guide Diagram This screenshot shows the My Forecasts list. The Forecasts and Revenues screen tabs are highlighted. Each Forecast record has the following columns displayed: Owner, Forecast Series, Forecast Date, Status, Updated, and Revenue. Siebel 8.1.x Business Analyst 6-18

163 Scenario 2: Forecasts and Revenues A forecast: 6-19 Is based on opportunity revenue estimates Can be analyzed by exporting to a spreadsheet, viewing a detailed list, or using charts Scenario 2: Forecasts and Revenues Different views of forecast data Revenue projections for the opportunity Forecast details Diagram The screenshot shows a Forecast detail applet, which includes forecasted revenue, best and worst case revenues, expected revenues, cost, and margin. Below the Forecast detail, the Details view tab shows the opportunities that are aggregated to form the forecast. Links on the view tab link bar allow Terry Smythe to view the opportunities in a list applet, a spreadsheet, or a chart. Siebel 8.1.x Business Analyst 6-19

164 Scenario 2: Submit the Forecast to a Sales Manager Terry Smythe submits his quarterly forecast to his regional manager, Madison Stern 6-20 Click to submit the forecast to a manager Scenario 2: Submit the Forecast to a Sales Manager Diagram The screenshot shows forecast detail and highlights the Submit button, which is used to submit a completed forecast to a manager. Siebel 8.1.x Business Analyst 6-20

165 Scenario 2: Manager Rolls Up Team s Forecasts Madison Stern drills down on the recent forecast and clicks Rollup 6-21 Aggregates forecasts for all of her team members Click to add up team members forecasts Scenario 2: Manager Rolls Up Team s Forecasts Opportunity detail for all representatives in MSTERN s team Forecasting Hierarchy Forecasts can be rolled up all the way to the top of a sales hierarchy. For example, Madison Stern s manager, Nat Sachs, PCS's VP of North American sales, can roll up forecasts for his team of regional sales managers. Such a forecast would include forecasts from all PCS North American Sales personnel. Aggregating Siebel Sales allows a sales manager to aggregate subordinates' forecasts even if they haven't submitted them. While submission of forecasts may be a company requirement, they are not a prerequisite to manager aggregation of forecasts. In fact, a manager is able to generate subordinates' forecasts, even if they haven't previously been added by the subordinates. Crediting Revenues Forecasting supports different methods of allocating a single account across multiple sales personnel. One such method allocates split revenues to multiple sales representatives. However, no matter how revenues are split between personnel, the aggregated forecast will only count the affected revenues once. Diagram The screenshot shows Madison Stern s forecast, created after she clicks the Rollup button. Madison is Terry Smythe s manager, and his opportunities show up in Madison s list of opportunities for the forecast. Siebel 8.1.x Business Analyst 6-21

166 Scenario 2: Manager Analyzes Revenue Charts Madison Stern uses the forecast to graph projected revenues 6-22 Revenues can be analyzed using different intervals Can view best or worse case revenues, margin, and so on Filters specify quantities graphed Scenario 2: Manager Analyzes Revenue Charts Diagram The screenshot shows the chart view of a forecast. A filter at the top allows the user to specify different filters, which specify the quantities that are graphed. The graph shown set this filter to Show Revenue By Week (Calendar) in a 3d bar graph. Siebel 8.1.x Business Analyst 6-22

167 Global Account Management Many companies create cross-organizational teams to address the needs of their largest, global customers 6-23 Develop deep knowledge of customer business needs Provide a high-level of customer satisfaction and support Increase sales Global account teams typically have several challenges: May cross divisional boundaries and be dispersed geographically Individual team members may not have access to all account data May include numerous partners Global Account Management Example: the global account team for a multi-national customer account may have sales, service, and executive members belonging to multiple sales and service organizations Siebel 8.1.x Business Analyst 6-23

168 Global Account Management Siebel Global Account Management is a module that provides: 6-24 Account-level visibility into the global account s transactions Partner organizations transactions with the global account A single view of the global account s contacts, opportunities, activities, and sales team members Global Account Management Global Account Hierarchy shows all account contacts and opportunities Diagram The screenshot shows a global account hierarchy. Each node corresponds to an account associated with a single global account (Marriot in this example). The hierarchy shows opportunities and contacts for each account that is part of the global account. A list applet displays sub accounts, which correspond to divisions or units within the global account. Siebel 8.1.x Business Analyst 6-24

169 Siebel Territory Management Sales force reorganization (realignment) is an important tool for increasing sales performance 6-25 Realignment may be based on multiple company requirements, such as territory, industry, or product criteria Typically requires reassignment of customer data, such as accounts, contacts, and opportunities Can be time-consuming and create sales "down time" Siebel Territory Management is a module for the Siebel application that is used to manage sales or service territories Siebel 8.1.x Business Analyst 6-25

170 Siebel Territory Management Territories can be defined based on geography, product, or industry rules Realignments can be modeled and used in what-if scenarios Can publish account, contact, and opportunity changes to sales force for approval prior to realignment Alignment can be carried out with the push of a button 6-26 Can realign multiple sales forces at once Siebel Territory Management Hierarchy Explorer view shows sales territories Territory Assignment Rules Positions and customer data can be assigned to territories directly (Account XYZ is assigned to territory A), or indirectly using Zip Code, Product, or Industry. Examples of indirect assignment All Accounts with Zip Code are assigned to Territory B All Opportunities with Product = InMotion 170XL are assigned to Territory C. Diagram The screenshot shows sales territories for PCS Sales. Other nodes in this explorer view show Divisions, Contacts, and Accounts. Siebel 8.1.x Business Analyst 6-26

171 Territory Management Example HT Inc., a high tech company needs to realign its sales force often due to its high growth and changing product portfolio HT uses Territory Management to predict the impact of territory changes and to realign territories when necessary Territory hierarchy 6-27 Territory Management Example Data associated with territories Diagram The screenshot shows Territory Management s Territory Explorer view. HT USA's territory hierarchy is shown in the left-hand explorer applet the selection in this applet is displayed in an Active Nodes list to the right. The Active Nodes are the three HT USA territories immediately below HT WEST. Each territory record has the following columns displayed: Territory #, Name, Parent Territory, Parent Name, and Effective Start. Each node in the Explorer view has Contacts, Accounts, Geography, Positions, Industries, and Products associated with it. Siebel 8.1.x Business Analyst 6-27

172 Lesson Highlights Siebel Sales provides a rich set of features to increase sales effectiveness and streamline sales productivity Opportunity management is used to provide sales pipeline visibility and standardize sales methodologies Siebel Remote allows mobile users access to Siebel applications while disconnected from Siebel servers Target Account Selling provides in-depth account information that can be used to formulate effective sales strategies Forecasts may be used to monitor and predict revenues Global Account Management facilitates the operation of large, global account teams and allows them to share customer data effectively 6-28 Siebel 8.1.x Business Analyst 6-28

173 Practice 6 Overview: Exploring Siebel Sales This practice covers the following topics: Explore Siebel Sales through two simple sales scenarios 6-29 Managing an opportunity Forecasting revenues Siebel 8.1.x Business Analyst 6-29

174

175 Exploring Siebel Call Center

176 Objectives After completing this lesson, you should be able to: 7-2 Use Siebel Call Center to assign and handle service requests Describe advanced Siebel Call Center features Siebel 8.1.x Business Analyst 7-2

177 Siebel Call Center 7-3 Is an application that provides support for call center operations Includes: Multi-channel communication support (phone, , Web, fax, pager) Business logic to facilitate call center operations Features to guarantee high-quality, repeatable customer interactions Business intelligence support for call center performance optimization and troubleshooting Siebel 8.1.x Business Analyst 7-3

178 Types of Customer Interactions 7-4 Siebel Call Center supports call center operations related to: Sales Service Help desk Field service Marketing, such as product promotions A telesales scenario was discussed in an earlier lesson This lesson will present a service-related scenario using Siebel Call Center Illustrates common Call Center functionality Introduces several Siebel service-related entities Siebel 8.1.x Business Analyst 7-4

179 Siebel Call Center Scenario 7-5 Casey Cheng, a call center representative: Receives an incoming phone call from James Manning Identifies the customer and accesses contact and account data Creates a service request (SR) Verifies the customer s entitlement level Assigns the SR to a product expert Gary Clark, a product expert: Researches the SR and finds a solution Documents SR work with a new activity Sends an to the customer with the SR resolution Closes the SR Siebel 8.1.x Business Analyst 7-5

180 Call Center Scenario 7-6 The Siebel Call Center scenario has the following steps: 1. Receive an Incoming Call 2. Review Customer Records 3. Create a New SR 4. Verify Customer Entitlement 5. Assign the SR to a Product Expert 6. Research a Solution 7. Document Work 8. Send an to the Customer 9. Close the SR Siebel 8.1.x Business Analyst 7-6

181 1. Receive Incoming Call 7-7 Casey Cheng receives an inbound call, and accepts it as a work item 1. Receive Incoming Call Communications Toolbar is used to accept a new work item Diagram The screenshot shows Casey Cheng s Home Page with the Communications Toolbar. It is located below the global toolbar. This toolbar can be used to accept incoming work items via phone, , fax, or chat. Siebel 8.1.x Business Analyst 7-7

182 1. Receive Incoming Call 7-8 The Multi-Channel Communications Toolbar: Provides computer-telephony integration (CTI) Notifies the user about inbound work items from phone, , or Web calls Allows outbound communications by phone, fax, , wireless message, or pager When a work item is accepted, the Customer Dashboard displays customer information and provides fast navigation Customer dashboard displays customer information Communications Toolbar displays caller s number 1. Receive Incoming Call Siebel Universal Queuing Allows queuing of inbound communications from different sources, such as phone, , and the Web. Diagram The screenshot shows an incoming call appearing as a new work item. Siebel Call Center automatically queries for a contact with the incoming number and displays the matching record in the Customer Dashboard. Customer data that appears in the Dashboard is Name, Account, Site, Customer s Time, Job Title, Work Phone #, and Address. Siebel 8.1.x Business Analyst 7-8

183 2. Review Customer Records 7-9 Casey Cheng uses the Contacts screen to review contact activities and past service history 2. Review Customer Records Use view tabs to review customer data Used to navigate to this view Diagram The screenshot shows Casey Cheng performing the following actions: Selecting Activities in the Customer Dashboard Go To drop-down list and clicking Go Using the Contact view tabs to review customer data, such as past Service Requests (SRs) Siebel 8.1.x Business Analyst 7-9

184 3. Create a New SR Casey Cheng creates a new SR and enters product and SR description, and an activity record to document the call Create a New SR Create a new SR and drill down Enter SR information Add an activity Diagram The screenshot shows Casey Cheng: Creating a new SR in the Service Requests list applet Drilling down on the new record s SR # Entering SR detail in the Service Request form applet, such as a Description of the issue and the Product associated with the SR Clicking the Activities view tab and adding an activity to track the inbound call. Siebel 8.1.x Business Analyst 7-10

185 4. Verify Customer Entitlement Casey Cheng clicks the Verify button to determine the level of service the customer is entitled to 7-11 Sets SR Commit Date based on customer Entitlements SR Commit Date is calculated 4. Verify Customer Entitlement Click Verify Select an entitlement agreement Verify Best Time This button calculates the earliest commit time available based on customer entitlements. It may be used when a customer is covered by multiple entitlement agreements. Diagram The screenshot shows Casey Cheng verifying the customer entitlement level. Casey: Clicks Verify in the Service Request form applet Selects an entitlement agreement from the Pick Entitlement applet: Siebel Call Center calculates a commit time based on the terms of the chosen entitlement. In this example, Casey Cheng selected the Gold Service TP00257 service entitlement that is part of the Marriot Maintenance Agreement. The Date Committed shown is two hours after the Date Opened for the SR. Siebel 8.1.x Business Analyst 7-11

186 Entitlements A Siebel entity that describes a level of service based on an agreement with a customer Can be based on account, products, date, contacts, and so on 7-12 Entitlements Entitlement agreement Customer is entitled to a two hour response time Diagram The screenshot shows the Entitlements screen. In the view shown, Entitlement detail is shown in the top applet, and metrics for the entitlement are shown in the child applet. Metrics listed for the Gold Service TP00257 entitlement are Response Time equals two Hours, Onsite Response Time equals three hours, and Uptime = 99%. Siebel 8.1.x Business Analyst 7-12

187 5. Assign SR to Product Expert Casey Cheng manually assigns the new SR to a product expert, Gary Clark (GCLARK) 7-13 Set Owner field SR Substatus changes from Unassigned to Assigned 5. Assign SR to Product Expert Before Assignment Query for and select new owner After Assignment Diagram The screenshot shows Casey Cheng manually assigning the new SR to a Gary Clark by: Clicking the Select icon in the Owner control Selecting a new owner in the Pick Service Request Owner applet and clicking OK The SR Substatus changes from Unassigned to Assigned. Siebel 8.1.x Business Analyst 7-13

188 Assignment Options SRs can be assigned using one of three methods: 7-14 Manual assignment (as shown in scenario) Assignment with assistance Automatic assignment Assignment with assistance produces a set of recommended assignees based on: Product expertise Workload Availability, and so on Automatic assignment uses the same rules to assign the SR, but requires no human interaction Assignment Options Both assignment with assistance and automatic assignment: Use Siebel Assignment Manager (discussed in a subsequent lesson) Require special configuration Siebel 8.1.x Business Analyst 7-14

189 Service Request Assigned to New Owner Gary Clark sees the assigned SR in his list of SRs 7-15 Gary Clark sees the newly created and assigned SR Flag identifies new SRs Service Request Assigned to New Owner Assigned SR is now owned by GCLARK Diagram The screenshot shows Gary Clark s My Service Requests list. The SR opened by Casey Cheng appears in Gary s list with the New flag set and Owner = GCLARK. Siebel 8.1.x Business Analyst 7-15

190 6. Research Solution Gary Clark visits the Solutions screen to research the SR Research Solution Solutions are answers to frequently asked questions Query for Printer in Name field produces candidate solutions Solution matches SR description Diagram The screenshot shows the Solutions view. The top applet displays a list of solutions, each with a Name and Description. The lower applet displays detail for the Solution selected in the top applet. Gary Clark has queried for "Printer" in the solution Name column. There are three matching records. The one that looks closest to the problem on the SR ("Vertical line during printing") is titled Printer Cartridge Replacement Criteria. In the bottom applet the description includes information that suggest that this is the right solution: "Scratched Drum in your Inkjet Cartridge - A scratch will result in a thin straight line printing from the top to the bottom of your print page." Siebel 8.1.x Business Analyst 7-16

191 7. Document Work Gary Clark creates activities for: Researching problem Sending SR resolution (next step) This activity log can be used in future interactions with this contact 7-17 Gary Clark adds these activities for the SR 7. Document Work Siebel Search Another powerful tool for researching problems is Siebel Search, which allows searches across the Siebel application. Search will be discussed in a subsequent lesson. Diagram The screenshot shows Gary Clark adding activities to the SR. The two new activities document the time he spent solving the problem and sending the resolution to the customer. Siebel 8.1.x Business Analyst 7-17

192 8. Send to Customer Gary Clark sends the SR resolution in an to the customer Use the Communications Toolbar for outbound , phone, fax, pager, or wireless messaging 7-18 Use the Communications Toolbar to send 8. Send to Customer Diagram The screenshot shows that clicking the Outbound button on the Communications Toolbar opens an form with correct From, To, and Subject fields. The Send applet allows Gary Clark to respond to the customer from within Siebel Call Center. Siebel 8.1.x Business Analyst 7-18

193 9. Close the SR Gary Clark sets the SR Status to Closed Substatus changes to Resolved Siebel State Model (discussed later) can be used to restrict Status transitions based on company policies Close the SR Diagram The screenshot show the initial status of the SR when seen by Gary Clark. The Status is Open, the Substatus is Assigned, and the Owner is GCLARK. After setting the Status to Closed, the Status is Closed, the Substatus is Resolved, and the Owner is GCLARK. Siebel 8.1.x Business Analyst 7-19

194 Other Call Center Features Other features of Siebel Call Center include: 7-20 Siebel Response SmartScript Service Analytics Hoteling and Multi-Tenancy Siebel 8.1.x Business Analyst 7-20

195 Siebel Response Siebel Response allows organizations to manage and respond to a high volume of incoming Can be used with the Communications Toolbar For inbound , Response: 7-21 Parses key data in the , such as sender, date, and so on Sends an acknowledgement Creates an activity record for the , using data Can work with Siebel Assignment Manager to automatically assign incoming s to the right call center agent For outbound , Response: Siebel Response Allows agents to compose in Siebel CRM Provides templates to standardize responses Reference Further information on Siebel Response is found in Bookshelf s Siebel Response Administration Guide. Siebel Assignment Manager Siebel Assignment Manager is covered in a subsequent lesson. Siebel 8.1.x Business Analyst 7-21

196 SmartScript Allows business analysts, administrators, and developers to create scripts that guide call center agents through customer interactions SmartScript for installing home network 7-22 SmartScript Suggest products and services Overcome objections Address competitive issues Make sure that service calls are handled properly Agent uses SmartScript player to navigate through interaction SmartScript is not specific to Siebel Call Center, but is quite useful in a telesales operation or call center. Diagram The screenshot shows the SmartScripts screen. In the left-hand explorer applet is the outline of a script for installing a home network. In the right applet, the SmartScript Player guides a call center agent through this customer interaction. It presents questions to ask and possible answers. Based on the answer, the script may take a number of paths. Siebel 8.1.x Business Analyst 7-22

197 Service Analytics Provides companies with a comprehensive, up-to-date overview of customer service effectiveness Allows quick diagnosis of service issues 7-23 Service Analytics Executive dashboard shows Call Center performance metrics Service Analytics uses Oracle Business Intelligence (Oracle BI) as the analytics engine. Diagram The screenshot shows an executive dashboard that is monitoring Call Center performance. The performance indicators are green (equals OK), yellow (warning), and red (problem area). Red indicators shown in this screenshot suggest that overall Service Level is Poor, Average Handle Time is Poor, and Average Task Time is Poor. Yellow indicators warn about Average After Call Work Time and Average Hold Time. The remaining indicators are green. Siebel 8.1.x Business Analyst 7-23

198 Hoteling and Multi-Tenancy Siebel Call Center supports hoteling and multi-tenancy Hoteling allows a call center agent to log in to a Siebel application from any of a number of telesets and computers and use full phone communication features Allows flexibility in call center staffing and facilities Requires configuration Multi-tenancy allows a call center agent to support multiple clients at once 7-24 Example: a call center agent could answer service calls for Trabi Auto Ltd. and Star Shipping Company at the same time The agent would have a role in both organizations Hoteling and Multi-Tenancy Determines data access Agent would automatically assume appropriate role based on inbound work items Multi-tenancy and Hoteling Implementation You can configure the telesets for hoteling, which allows an agent to log in to the Siebel application from any one of a pool of telesets and computers that have been configured for this purpose, and to be able to use voice communications features. You will need to specify a correspondence between telesets and computers. Multi-tenancy requires that a user s position change in order to offer access to appropriate data. This position change may be done manually or automatically based on an incoming work item. Siebel 8.1.x Business Analyst 7-24

199 Lesson Highlights Siebel Call Center provides features to optimize call center operations for sales, service, help desk, and marketing The Communications Toolbar provides numerous options for handling inbound and outbound traffic Includes computer-telephony integration Customer Dashboard identifies inbound calls and s Siebel entities that support service operations include Entitlements and Solutions Advanced Call Center features include: SmartScripts, which guide call center agents through customer interactions Service Analytics, which allow easy monitoring and troubleshooting of call center performance 7-25 Siebel 8.1.x Business Analyst 7-25

200 Practice 7 Overview: Exploring Siebel Sales This practice covers the following topics: Explore a Siebel Call Center scenario 7-26 Siebel 8.1.x Business Analyst 7-26

201 Other Siebel CRM Features

202 Objectives After completing this lesson, you should be able to: Use ihelp for assistance with complex procedures Describe the Universal Inbox functionality Run a Siebel Report Use Audit Trail to examine changes to a record 8-2 Describe how to use Siebel Search to locate information Siebel 8.1.x Business Analyst 8-2

203 Siebel CRM Features 8-3 Siebel CRM applications support: ihelp Universal Inbox Reports Audit Trail Search Siebel 8.1.x Business Analyst 8-3

204 ihelp ihelp 8-4 Provides optional context-sensitive guidance for end users Text instruction in step format with embedded navigation links ihelp pane provides step-by-step instructions for common tasks ihelp item Diagram The screenshot shows the Create a New Account ihelp item on the left side of the client UI. A link to this ihelp item appears on the Accounts Home Page. Siebel 8.1.x Business Analyst 8-4

205 ihelp Components 8-5 An ihelp item may include ihelp Components Navigable links to the views being discussed Links to external sites Clicking the view link here......causes the view to display Diagram The screenshot shows an ihelp step on the left with a navigation link to the My Accounts view. Clicking the ihelp link navigates the user to the view (shown on the right). Siebel 8.1.x Business Analyst 8-5

206 ihelp Components An ihelp item may include steps and sub-steps Many steps can be expanded to show detailed instructions 8-6 ihelp Components Diagram Click the arrow to expand instructions The screenshot shows how the curved arrow beneath some ihelp steps can be clicked to expand that step s instructions. Siebel 8.1.x Business Analyst 8-6

207 ihelp Locates Controls 8-7 Guides a user by highlighting controls in the view being supported ihelp Locates Controls Fields and buttons in ihelp text may be highlighted Diagram The screenshot shows how an ihelp item can highlight controls to guide a user. The ihelp step asks the user to set an Account s Name, Site, Main Phone #, and Main Fax #. These fields are highlighted in yellow in the form applet by ihelp. Siebel 8.1.x Business Analyst 8-7

208 ihelp Designer 8-8 ihelp Designer Represents an ihelp item s flow and steps graphically Drag and drop steps Graphical representation of the ihelp item s flow Diagram The screenshot shows an ihelp item in the ihelp pane and in the ihelp Designer. The top applet in the designer specifies the ihelp item. The Designer applet allows an ihelp developer to drag and drop ihelp steps and modify step properties. Each box in the ihelp flow corresponds to a numbered ihelp item. Siebel 8.1.x Business Analyst 8-8

209 ihelp Designer 8-9 ihelp Designer ihelp step attributes are shown in ihelp Designer s child applet Other data for a step are viewable via the tree applet Diagram The screenshot shows the ihelp designer. An explorer view below the Designer applet on the left allows the developer to add additional step data, such as branches, field and button highlights, substeps, and translations. The applet to the right of the explorer applet provides editable data on the selection in the explorer applet. Siebel 8.1.x Business Analyst 8-9

210 Universal Inbox Is a single screen designed to show all approval and notification items to a user Handles many different types of items For example, service requests, paused tasks, quotes, orders, or agreements awaiting approval Is available from Inbox > Inbox Items List > My Inbox Items 8-10 Universal Inbox A user s Inbox may show service requests, paused tasks, and other items requiring the user s attention Reference: Siebel Applications Administration Guide, Administering and Using Inbox. Diagram The screenshot shows the Inbox > Inbox Items List view. Four items appear in the inbox: an agreement awaiting approval and three service requests. Each item is listed with a Received date and who the item is from. Siebel 8.1.x Business Analyst 8-10

211 Inbox: User Activities Users take actions on Inbox items depending on the Inbox type 8-11 Inbox: User Activities Delete or Transfer an item (Availability depends on Inbox type) Drill down on the item name for more information Examine the Inbox history or detail of the item Set a priority Perform an action (list depends on Inbox type) Diagram The screenshot shows the Inbox > Inbox Items List view. The slide highlights the different actions that can be performed on items: Delete or transfer an item Set the item s priority Drill down on the item for more information Perform an action The availability of inbox item actions depends on the item s Inbox type. Below the Inbox list, view tabs allow examination of an item s detail and its history. Siebel 8.1.x Business Analyst 8-11

212 Inbox: Additional User Views The Completed Items List and Submitted Items List show submitted and completed items, respectively 8-12 The Inbox item type and action taken determine whether an item is marked as completed For example, marking a service request as "Closed" should also make it "Completed" Submitted or Completed items cannot be updated by the user Inbox: Additional User Views Closed service requests are moved to the Completed Items List in this example Diagram The screenshot shows My Completed Items. This applet is read-only. Siebel 8.1.x Business Analyst 8-12

213 Inbox: Administrative Views Application administrators use the Administration - Inbox screen to perform additional basic administration 8-13 Examine all active, submitted, or completed Inbox items Administer Inbox types Delete submitted items Administrators may delete or transfer Inbox items, if that functionality is available for that item type Inbox: Administrative Views The Administration - Inbox screen looks similar to the Inbox screen, with the exception of the All Inbox Types view link Diagram This screenshot shows the Administration - Inbox > All Inbox Items view. Administrators may delete or transfer Inbox items, if the functionality is available for that item type. Siebel 8.1.x Business Analyst 8-13

214 Reports Capture and display information from the Siebel database Information is displayed independently of how it is displayed in a view Are read-only snapshots of information Are available in a variety of online and printable formats 8-14 Reports Reference: Generating Reports in Siebel Reports Guide Diagram The screenshot shows an example of the Opportunity List report. It lists Opportunity records in rows and columns with a header and is shown in PDF format. Siebel 8.1.x Business Analyst 8-14

215 Properties of Siebel Reports Reports are assigned to individual views 8-15 Users must navigate to the view in order to run the report Reports are not globally available Access to reports is based on a user's role Both end-users and administrators run Siebel reports Reports are run immediately or scheduled for later Reports are saved and can be viewed later Siebel 8.1.x Business Analyst 8-15

216 Running a Siebel Report 1. Query for the data set 2. Select the report 3. Select the report type 4. View or save the report 8-16 More Siebel 8.1.x Business Analyst 8-16

217 1. Query For the Data Set Navigate to the desired view Query for a subset of data Query For the Data Set Only matching records visible to the user will appear in the report Diagram The screenshot shows the Opportunities view with a subset of records displayed (the result of running a prior query to narrow down the data). Siebel 8.1.x Business Analyst 8-17

218 2. Select the Report Click the Reports button Select the report to be generated from the Reports menu drop-down list Select the Report Diagram The screenshot shows that when the Reports button is clicked, a drop-down list of available reports is displayed from which the user can select the report to run. Siebel 8.1.x Business Analyst 8-18

219 3. Select the Report Type Select the report type 8-19 BI Publisher supports several output types Click Submit 3. Select the Report Type PDF, HTML, RTF, EXCEL (available on all clients) PPT (not available on the Mobile Web client) The RTF report type allows users to edit the generated report using a word processing program. Diagram The screenshot shows the dialog that appears after a user select a report to run. The user selects the format for the report from a pick list and then clicks the Submit button. Siebel 8.1.x Business Analyst 8-19

220 4. View or Save the Report After the report is generated, select whether to open or save the report View or Save the Report Diagram The screenshot shows the dialog the user sees when the report is ready. It allows the user to click Save to save to disk, Cancel, or Open to immediately view the report. Siebel 8.1.x Business Analyst 8-20

221 Audit Trail Creates a history of changes made to Siebel data and captures: 8-21 Who accessed the item Which operation was performed (such as read, update, create, delete, and export) When the operation was performed How the item was changed Logs who viewed or exported data May impact performance depending upon the amount of data tracked and which operations are monitored Audit Trail Reference: Siebel Applications Administration Guide: Audit Trail Siebel 8.1.x Business Analyst 8-21

222 Audit Trail Example A company tracks all changes and access to opportunity records and modifications to quotes Login of employee who accessed or modified the record 8-22 Audit Trail Example Entity being audited Field acted upon Operation on the record Old and new values for the field Diagram The screenshot shows the Audit Trail > Audit Trail Items list. Columns displayed are: Employee Login, Business Component (the entity being audited), Field name, Operation, Old and New Values, and Date. Siebel 8.1.x Business Analyst 8-22

223 Search Is a set of functionality that provides a user interface (UI) and integrates with a search engine using a Siebel Search engine adapter 8-23 For example, integrates with Oracle Secure Enterprise Search (SES) The end user UI has a familiar Web look-and-feel that allows users to search multiple categories from one location Siebel Search user interface Search Reference: Search Administration Guide. Diagram The screenshot shows Siebel Search results. The left side of the picture shows the Search pane, and the right shows search results, along with each record s data source and date. Siebel 8.1.x Business Analyst 8-23

224 Features of Siebel Search User functionality: 8-24 Search multiple sources, including multiple fields in multiple Siebel entities, the Siebel file system, and external data sources Customize search preferences Refine searches Ease of configuration: Configuration is performed in the application and does not require developer tools Data is indexed automatically on a scheduled basis, so users search on fresh data Siebel 8.1.x Business Analyst 8-24

225 User Experience Click the Search icon to expose the search entry applet 8-25 User Experience May be clicked from any view Searches all data that has been made available to search Click the search icon to expose/hide the search entry applet Unlike queries, searches are not restricted to the current applet or business component Diagram The screenshot illustrates how to create a search: click the Search icon (which looks like binoculars) on the application toolbar. Siebel 8.1.x Business Analyst 8-25

226 Invoking Siebel Search Enter your search criteria Optionally, choose the data source to search 8-26 Selecting a data source other than "All" reveals additional optional search fields Click Go Invoking Siebel Search Enter search keywords separated by spaces (supports OR and AND Boolean operators) Optionally, select one or more business components or other data sources to search (default is All) Diagram The screenshot illustrates how to enter search terms in the search entry applet: Specify search keywords Optionally, select an entity or other data source to search Siebel 8.1.x Business Analyst 8-26

227 Advanced Searches Click the Advanced Search link to create more advanced searches 8-27 Advanced Searches Select search options such as contains, does not contain, exact phrase, or with exact phrase Choose one or more Siebel entities to search Specify modification dates Search the Siebel file system for files in a specific format Diagram The screenshot shows the Advanced Search applet. This applet allows the user to specify more search options, such as specifying a range of modification dates or looking for results in a specified file format. Siebel 8.1.x Business Analyst 8-27

228 Reviewing Results Search results include links to records, data sources (Siebel entities), modification dates, and search terms in bold Search results identify the record, show the keyword within the record, and show the Siebel entity and modification date for the record 8-28 Reviewing Results Search results may be saved Search results may be saved and viewed again later. The data source or business component in which the record was found Diagram The screenshot shows search results. Each search results record has title, data source, and modification date. Siebel 8.1.x Business Analyst 8-28

229 Lesson Highlights ihelp provides optional context-sensitive guidance for end users The Universal Inbox is a single screen designed to show all approval and notification items to a user Reports provide context-sensitive reporting in predefined formats 8-29 Report data is based on a user query Audit Trail tracks read, export, delete, and update actions on records Search provides a single user interface to data across a Siebel application Siebel 8.1.x Business Analyst 8-29

230 Practice 8 Overview: Exploring Other CRM Features This practice covers the following topics: Examine an audit trait Using and modifying ihelp Running a report View a recorded demo of Siebel Search 8-30 Siebel 8.1.x Business Analyst 8-30

231 Administering Siebel Applications

232 Lesson Objectives After completing this lesson, you should be able to: 9-2 Describe how administrative users manage Siebel data and functionality Identify commonly used administrative screens Siebel 8.1.x Business Analyst 9-2

233 Administering Applications 9-3 Some users of an enterprise application need extra access to application functions to perform administrative functions, such as: Adding new users Assigning access privileges Creating and maintaining critical business information, such as: Valid sales stages Allowable service request statuses Representing company requirements, such as: Pricing policies Administering Applications Sales or service assignment policies System Administration In addition to the administrative functions mentioned above, an enterprise application must also offer tools for system administrators to configure and manage the application. This lesson focuses primarily on less technical administration. For more information about Siebel system administration, see Bookshelf s Siebel System Administration Guide. Siebel 8.1.x Business Analyst 9-3

234 Siebel Administration Screens 9-4 Siebel CRM includes many screens that allow certain users to access administrative functionality These screens are not accessible to the average end user These screens appear in the Site Map starting with "Administration - " Siebel Administration Screens Some of the administration screens in the Site Map Access to Administration Screens Allowing administrative users access to administration screens is covered in an subsequent lesson. Diagram The screenshot shows the Site Map and highlights some of the "Administration - " screens. Siebel 8.1.x Business Analyst 9-4

235 Tour of Siebel Administrative Screens 9-5 This lesson gives a high-level "tour" of some commonlyused administration screens Too many screens to cover comprehensively These screens are divided into two types: General administrative screens, which are available across different Siebel applications Example: In the Administration - Data Validation screen, an administrator can create rules to validate data entered by end users Special-purpose administrative screens, that are applicationor domain-specific Example: The Administration - Marketing screen is used to administer Siebel Marketing Tour of Siebel Administrative Screens Adding Users and Groups Adding users and organizations, which is an important administration function, is covered in subsequent lessons. Siebel 8.1.x Business Analyst 9-5

236 General Administrative Screens Commonly-used administration screens that are used across different Siebel applications include: Administration - Application Administration - Data Administration - Data Validation Administration - Communications 9-6 General Administrative Screens Other General Administrative Screens The Administration - User and Administration - Group screens are used to create and modify users and company structure. These screens will be discussed in the lessons on access control. The Administration - ihelp screen is mentioned during the lesson on ihelp. Two screens, Administration - Server Configuration and Administration - Server Management, are provided for the use of system administrators, and are used to configure and manage a Siebel Enterprise. Siebel 8.1.x Business Analyst 9-6

237 Administration - Application 9-7 This screen contains views that are, in general, used to configure the behavior of Siebel facilities Example Administration - Application functionality: Administer application views Administration - Application Define which views are available offline to remote users Define which views are accessible to each type of user Manage system preferences Set "Contact Us" information Administer predefined queries Reference Most of the views in the Administration - Application screen are documented in Bookshelf s Siebel Applications Administration Guide. Diagram The screenshot shows the Administration - Application > Predefined Queries view. The link bar shows other functionality available in this screen: Authentication Administration, Authentication Template, Category, Customer Expectations Manager, and the link bar drop-down accesses many more views. Siebel 8.1.x Business Analyst 9-7

238 Administration - Application: Example Requirement and Solution (View Links) 9-8 Requirement: Sales representatives need quick access to their accounts in different categories, such as top accounts, troubled (red) accounts, and so on Solution: An administrator can create view links on the Accounts home page in the Administration - Application > View Links view From the Accounts home page Administration - Application: Example Requirement and Solution (View Links) Diagram The screenshot shows the Administration - Application > View Links view. Use this view to customize links on screen home pages. The top applet is used to select which screen home page to customize. The lower applet shows existing view links. Each view link has a Sequence, Active flag, Name, Description, View, and Default Query. For example, one of the view links, My Top Accounts, has Description = My Gold Level Accounts, View = Account List View, and Default Query = Top Accounts. The last is a user-created, pre-defined query. The screenshot also shows the corresponding view links on the Accounts home page. The view link s Name is the hyperlink, and its description appears below the view link. Siebel 8.1.x Business Analyst 9-8

239 Administration - Application: Example Requirement 9-9 Many business entities have a lifecycle described by: A set of states for the values of one of the entity s fields A set of allowed transitions between the states A company's policies may limit transitions between states Need a way to easily incorporate such restrictions into the lifecycle of an entity State Permit only if severity is not critical Open Owner must be assigned Pending Cancelled Permitted only by call center manager Transition Closed Example: a Service Request s status Administration - Application: Example Requirement Diagram The diagram shows states and transitions for a service request s status. The four states allowed are Open, Pending, Closed, and Cancelled. Transitions are allowed: From Open to Pending -- an owner must be assigned to the SR From Pending to Closed From Open to Closed From Open to Cancelled - only for SRs with Severity not critical From Pending to Cancelled - only with permission from the call center manager. Siebel 8.1.x Business Analyst 9-9

240 Administration - Application: Solution (State Model) Siebel State Model manages the state of the entity 9-10 A state field is used to manage entity s state Rules and conditions restrict changes to the state field Rules can be based on the state of other fields State model for a Service Request s status Administration - Application: Solution (State Model) Rules for state transitions Diagram The screenshot shows a state model, BAF SR Status, in the Administration - Application > State Model view. The top applet has state model details, such as business component and the state field. The lower applet is showing allowed transitions for the state field. Two of the transitions, Open to Cancelled and Opened to Pending have conditions attached. Siebel 8.1.x Business Analyst 9-10

241 Administration - Application: Example Requirement and Solution (Predefined Queries) Requirement: Sales managers need to query for all forecasted opportunities frequently 9-11 Solution: An administrator can create and save a query, and then make it available to other users in the Administration - Application > Predefined Queries view Marking a query as not Private makes it available to other users Administration - Application: Example Requirement and Solution (Predefined Queries) The screenshot shows the Administration - Application > Predefined Queries view. It shows a query based on the Opportunity object. The Private flag is set to N meaning that the query is a public query available to all users. Siebel 8.1.x Business Analyst 9-11

242 Administration - Data Contains views used to maintain key application data, such as: 9-12 Languages, currencies, and time zones Sales periods Units of measurement Values that populate drop-down lists, such as for Service Request Status Administration - Data Diagram The screenshot shows the Administration - Data > Periods > Period Definition applet. Fields shown in the applet include Period, Start and End date, Type (Week, Month, Quarter, and so on), and Description. Siebel 8.1.x Business Analyst 9-12

243 Administration - Data: Example Requirement and Solution (Currencies) Requirement: Expense reports must support purchases in many different currencies, and the total reimbursable amount must be converted to the filer's local currency 9-13 Solution: The Administration - Data > Currencies view can be used to enter new currencies and exchange rates Administration - Data: Example Requirement and Solution (Currencies) Enter currencies and exchange rates Currencies Currency data changes as countries or economic regions introduce new currencies or remove existing ones. (An example of the latter: the Republic of Ireland removed the Irish pound as currency in 2002, three years after adopting the Euro.) If frequent updates of currency exchange rates are needed, then Siebel CRM could be integrated with an external currency quote system. Application integration is discussed in a subsequent lesson. Diagram The screenshot shows the Administration - Data > Currencies view, which is where new currencies are defined and exchange rates may be set for existing currencies. The view displays two applets: the top form applet gives currency details, such as the currency code (CZK for the Czech Koruna), name, symbol, and issuing country. The list applet below allows access to exchange rates for the currency. Siebel 8.1.x Business Analyst 9-13

244 Administration - Data: Example Requirement and Solution (Periods) Requirement: The company must track revenues and other key financial data quarterly, and the financial reporting periods start Feb 1, May 1, Aug 1, and Nov Solution: The Administration - Data > Period view allows administrators to define time periods, such as the financial reporting quarters in the requirement Define new periods to support financial reporting requirements Administration - Data: Example Requirement and Solution (Periods) Diagram The screenshot shows the Administration - Data > Periods view, which allows administrators to define time periods for expense reports, forecasts, time sheets, and other repeating tasks. Each period definition in the list applet has a Period (name), a Closed flag, Start and End, Type (Week, Month, Quarter, Year), Description, and Fiscal Year. Siebel 8.1.x Business Analyst 9-14

245 Administration - Data Validation This screen allows administrators to create complex rules to validate data entered in Siebel CRM Part of Siebel Data Validation Manager (DVM) DVM supports: 9-15 Creating complex rules using Siebel Query Language Displaying custom error messages for invalid data Logging violations of validation rules Each rule set is a group of related validation rules Administration - Data Validation Reference Data Validation Manager is discussed in Bookshelf s Siebel Order Management Infrastructure Guide, "Data Validation Manager". Siebel Query Language Is a language used to define queries in the Siebel Web client and Siebel Tools. It is documented in the appendices of Bookshelf s Siebel Personalization Administration Guide. Diagram The screenshot shows the Administration - Data Validation > Rule Sets view. Each rule set in the list applet is a group of related validation rules and has a Name, Business Component, Version, Status, Business Object, and Conditional Expression (partially visible). Siebel 8.1.x Business Analyst 9-15

246 Administration - Data Validation: Example Requirements and Solutions Requirement: Any quote containing a line item discounted more than 10% from the price list must specify an approving manager and a justification 9-16 Solution: An administrator can create a data validation rule in the Administration - Data Validation screen When a line item is discounted more than 10%, a quote s Approving Manager and Justification fields cannot be blank Requirement: The company must monitor data entry errors by end users in order to assess end user training topics Solution: Data validation errors can be logged and tracked by an administrator in the Administration - Data Validation > Validation History view Siebel 8.1.x Business Analyst 9-16

247 Administration - Communications This screen provides administrative access to communications channels, such as: 9-17 Incoming and outgoing Voice communications Chat Text messages Fax Administration - Communications Reference Siebel Communications Server is documented in the Siebel Communications Server Administration Guide. Diagram The screenshot shows a list of outbound communications requests in the Administration - Communications > All Outbound Requests view, along with their status and recipient group. Communication Requests have a Description, Request #, Status, and Recipient Group. Administration - Communications Views Many of the Administration - Communications views are used to configure and monitor Siebel application communications, and would be administered by a technical administrator. Siebel 8.1.x Business Analyst 9-17

248 Administration - Communications: Example Requirement and Solution Requirement: A call center must provide a set of templates for employees to use for quick, standardized replies 9-18 Solution: An administrator can create an communications template in Administration - Communications > All Templates Administration - Communications: Example Requirement and Solution An template, including substitutable text Diagram The screenshot shows an template for acknowledging a customer s transaction with our company. This template includes a substitutable field, which is used to address the customer by his or her first name. Siebel 8.1.x Business Analyst 9-18

249 Special-Purpose Administrative Screens Administration screens that are application-specific or are domain-specific include: 9-19 Administration - Partner Administration - Product Administration - Pricing Siebel 8.1.x Business Analyst 9-19

250 Administration - Partner This screen allows our company's partner administrator to enroll and manage business partners 9-20 Administration - Partner Is part of the Siebel Partner Relationship Management (PRM) application Prospective partners Reference Partner management is covered in Bookshelf s Siebel Partner Relationship Management Administration Guide. For industry applications, additional partner management documentation can be found in the Siebel Partner Relationship Management Administration Guide Addendum for Industry Applications. Diagram The screenshot shows a list of prospective partners in the Administration - Partner > Prospective Partners view. Each partner has a Company name, URL, Annual Revenue, Status, and Contact Last Name. Siebel 8.1.x Business Analyst 9-20

251 Administration - Product This screen allows product administrators to create and maintain simple and complex products Part of Siebel Customer Order Management (Siebel COM) Products can: 9-21 Be made up of multiple configurable components Example: a desktop computer can be configured with a 1.5TB hard drive, 4GB of RAM, an optical drive, and so on Have attributes Example: a computer s case is available in white, black, or red Administration - Product Reference Product creation and maintenance is the topic of Bookshelf s Siebel Product Administration Guide. Diagram The screenshot shows the Administration - Product > Products view, where a product administrator can create new products. Each product in the list has a Name, Part #, Product Type, Description, Product Line, and Product Class. Siebel 8.1.x Business Analyst 9-21

252 Administration - Pricing This screen allows pricing administrators to create and maintain price lists and pricing rules Pricing rules can incorporate complex logic, such as: 9-22 Administration - Pricing Promotional prices Volume-based discounts Manual price overrides Bundle pricing A collection of products is offered at a single price Reference Pricing is the topic of Bookshelf s Siebel Pricing Administration Guide. Diagram The screenshot shows the Administration - Pricing > Volume Discounts view, where a pricing administrator can define volume-based discounts. Each Volume Discount has a Name, Property, Discount Method, Start and End Dates, and Description. Siebel 8.1.x Business Analyst 9-22

253 Lesson Highlights Siebel CRM applications include administration screens that allow access to administrative functionality 9-23 These screens are typically not made available to end users Commonly-used administrative screens include: Administration - Data Used to maintain key application data Administration - Data Validation Used to create and manage data validation rules Administration - Application Used to configure application behavior Other application- or domain-specific administration screens are available Example: Administration - Partner Siebel 8.1.x Business Analyst 9-23

254 Practice 9 Overview: Using Administration Screens This practice covers the following topics: Perform administrative functions in Siebel applications 9-24 Siebel 8.1.x Business Analyst 9-24

255 Exploring the Siebel Architecture

256 Objectives After completing this lesson, you should be able to: Identify the pieces that make up the Siebel architecture Identify the major architectural components and their roles Describe how different Siebel client types access data 10-2 Siebel 8.1.x Business Analyst 10-2

257 Siebel Web Architecture Overview At a high level, the Siebel architecture consists of: 10-3 Siebel Web clients that access the business data A Web server that handles interactions with the Web clients Servers that manage the business data and provide batch and interactive services for clients A database and file system that store business data Siebel Web Client Database Server Siebel Web Architecture Overview Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System Diagram This is a high-level overview of the architecture. The components of this architecture are discussed in subsequent slides. The database and file system are separated from the servers, which process business logic and provide services to the clients. Note that all clients are not represented here. Only the Web Client and Wireless Web have access via the Web server. Siebel 8.1.x Business Analyst 10-3

258 Siebel Web Client Displays the interactive Siebel application used to manage the Siebel data Runs in a variety of environments 10-4 Siebel Clients Web browsers, Wireless Markup Language (WML) devices such as mobile phones, and personal digital assistants Database Server Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System Siebel Web Client The Siebel Web Client allows users to access information managed by Siebel applications. You can deploy a mixture of clients, such as the Siebel Mobile Web Client, Siebel Wireless Web Client, and so on. Diagram The diagram highlights the role of the Siebel clients, which connect to the Web Server in the Siebel Web Architecture. Siebel 8.1.x Business Analyst 10-4

259 Web Server Identifies and passes Siebel requests from Siebel Web Clients to the Siebel Servers Passes completed HTML application pages back to Siebel Web Clients Provides optional load balancing for multi-server installations Supports either built-in or third-party load balancing 10-5 Siebel Web Client Database Server Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System Web Server Reference Siebel System Requirements and Supported Platforms SWSE Siebel Web Server Extensions (SWSE) is a set of Siebel-specific functionality that allows a standard web server to process Siebel requests. Web Servers Siebel Systems does not provide third-party software such as Web server software. Example of supported Web servers: Microsoft IIS Sun ONE Web Server IBM HTTP Server HP Apache Web Server Diagram The diagram highlights the role of the Web Server in the Siebel Web architecture. The Web server presents application pages to the Siebel Web clients and passes Siebel requests to the Siebel Servers. Siebel 8.1.x Business Analyst 10-5

260 Siebel Gateway Name Server Is a Windows service or Unix daemon process Dynamically registers Siebel Server and component availability Stores component definitions and assignments, operational parameters, and connectivity information For example, connect strings to allow querying servers for server and component availability 10-6 Siebel Web Client Database Server Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System Siebel Gateway Name Server The Siebel Gateway Name Server serves as the dynamic address registry for Siebel Servers and components. At start up, a Siebel Server within the Siebel Enterprise Server stores its network address in the Gateway Name Server s non-persistent address registry. Siebel Enterprise Server components query the Gateway Name Server address registry for Siebel Server availability and address information. When a Siebel Server shuts down, this information is cleared from the address registry. Connectivity information Diagram This diagram highlights the role of the Siebel Gateway Name Server, which is associated with a Siebel Enterprise. Siebel 8.1.x Business Analyst 10-6

261 Siebel Enterprise Is a logical collection of Siebel Servers that support users accessing a single database server and a single file system Logically groups Siebel Servers for common administration through the Siebel Server Manager Supports sharing of common configuration information 10-7 Siebel Web Client Database Server Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System Siebel Enterprise The Enterprise Server is a logical grouping of Siebel Servers. It does not run as a service or process on a machine. It groups Siebel Servers under a common name. The default name is "Siebel" (which can be changed during installation). There is one database server per Enterprise. Diagram This diagram highlights the role of the Siebel Enterprise, which is associated with a database server and a Siebel File System, as well as the Siebel Gateway Name Server. Communication between the Siebel Enterprise and the Siebel client passes through a Web server. Siebel 8.1.x Business Analyst 10-7

262 Siebel Servers Execute tasks to manage the business data 10-8 Siebel Servers Programs known as server components perform specific functions or jobs for the server For example: Assign service requests to qualified technicians Process client requests Siebel Web Client Database Server Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System The Siebel Server is the middle-tier platform that supports both back-end and interactive processes for every Siebel client. The Siebel Server supports both multi-process and multi-threaded components, and can operate components in background, batch, and interactive modes. Diagram The diagram highlights the role of the Siebel Server(s) in the Siebel architecture. The Siebel Server is part of the Siebel Enterprise and accesses data and files in the database server and Siebel File System respectively. Siebel 8.1.x Business Analyst 10-8

263 Siebel Server Architecture Includes: 10-9 Siebel Repository File (.SRF) Siebel Configuration File (.CFG) and Component Parameters Siebel Web Templates (.SWT) and Physical UI Files Server Components Siebel Web Client Siebel Server Architecture Reference Siebel System Administration Guide. Web Server Siebel Server.SRF.CFG.SWT Server Components Enterprise Siebel Gateway Name Server Diagram This diagram serves to structure the following slides. The Siebel Server architecture is highlighted, as well as its constituent parts: Siebel Repository File (.SRF) Siebel Configuration File (.CFG) and Component Parameters Siebel Web Templates (.SWT) and Physical UI Files Server Components Siebel 8.1.x Business Analyst 10-9

264 Siebel Repository File (.SRF) Is a separate, proprietary-format file that defines one or more Siebel applications Defines a Siebel application s business logic and presentation in the UI Is modified by developers during application customization Siebel Web Client Siebel Repository File (.SRF) Web Server Siebel Server.SRF.CFG.SWT Server Components Enterprise Siebel Gateway Name Server The SRF is a separate file containing object definitions that specify application configuration settings: UI objects specify the data presentation Business objects specify the business rules and processes Data objects specify the data organization and storage. Diagram The diagram highlights the Siebel repository file (.srf), which is associated with a Siebel Server. Siebel 8.1.x Business Analyst 10-10

265 Siebel Configuration File (.CFG) and Component Parameters Specify initialization settings of the application at run time, for example: Application parameters Security settings Name of the Siebel Gateway Name Server Name of the Enterprise Server Siebel Web Client Web Server Siebel Server Enterprise.SRF.CFG.SWT Server Components Siebel Configuration File (.CFG) and Component Parameters Siebel Gateway Name Server Configuration File This file is in text format and will be modified by a project's configuration team. Examples of server configuration files: uagent.cfg for Call Center, market.cfg for Siebel Marketing Enterprise, scw.cfg for Siebel Partner Portal, and so forth. Diagram The diagram highlights the Siebel configuration file (.cfg), which is associated with a Siebel Server. Siebel 8.1.x Business Analyst 10-11

266 Siebel Web Templates (.SWT) and Physical UI Files Includes a set of template files that specify how to render the UI in the user s browser HTML files with embedded Siebel tags defining content Includes other UI files, such as: Image files Cascading style sheets that define text formatting, colors, and so on Siebel Web Client Web Server Siebel Server.SRF.CFG.SWT Server Components Enterprise Siebel Web Templates (.SWT) and Physical UI Files Siebel Gateway Name Server Diagram The diagram highlights the Siebel Web Templates (.SWT) and Physical UI Files which are associated with a Siebel Server. Siebel 8.1.x Business Analyst 10-12

267 Server Components Are programs that execute on a Siebel Server Perform a specific function or job Examples include: Importing and exporting data Assigning opportunities to sales representatives Processing client requests Siebel Web Client Server Components Web Server Siebel Server.SRF.CFG.SWT Server Components Enterprise Siebel Gateway Name Server Diagram The diagram highlights Siebel server components, which are associated with a Siebel Server. Siebel 8.1.x Business Analyst 10-13

268 Application Object Manager (AOM) Is a type of server component that provides the environment in which Siebel user sessions run Users interact with an application-specific AOM; for example, the Siebel Call Center Object Manager (SCCObjMgr) Controls access to the Database Server Siebel Web Client Web Server Siebel Server.SRF.CFG.SWT Server Components Enterprise Siebel Gateway Name Server An AOM is a server component Application Object Manager (AOM) Siebel Web Engine Runs as a service as part of the Application Object Manager. It constructs the UI by building the HTML pages that are passed back to the client via the Web server in response to requests. Diagram The diagram points out that an Application Object Manager (AOM) is a server component. Siebel 8.1.x Business Analyst 10-14

269 Database Server Stores data used by Siebel applications in a predefined database schema Single database for Enterprise provides data consistency for users Data is accessed by components through a data manager layer Supports a variety of third-party relational database management systems (RDBMS) Siebel Web Client Database Server Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System Database Server Reference See the Siebel System Requirements and Supported Platforms guide for a complete list of supported RDBMS. Extensible Schema The predefined database schema is extensible. Data Manager Generates the SQL to access the Database Server and passes data result sets back to the AOM. Diagram The diagram highlights the Database Server, which is associated with a Siebel Enterprise. Siebel 8.1.x Business Analyst 10-15

270 Siebel File System Is one or more shared directories that store files used by Siebel applications Files are compressed in a proprietary format to save space and provide security Examples: Product literature, sales tools, presentations, user profiles Siebel Web Client Siebel File System Database Server Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System Diagram The diagram highlights the Siebel File System, which is a logical file system associated with a Siebel Enterprise. Siebel 8.1.x Business Analyst 10-16

271 Physical Architecture The Siebel Gateway Name Server, Siebel Server, Database Server, and File System can be spread across multiple machines When on separate machines, the Siebel Server(s) should have a high-speed LAN connection to the Database Server Siebel 8.1.x Business Analyst 10-17

272 Client Access Overview Access to Siebel data differs based on client type: Client Access Overview Siebel Web and Wireless Web Clients Siebel Handheld and Mobile Web Clients Siebel Developer Web Client Reference Siebel System Requirements and Supported Platforms Siebel 8.1.x Business Analyst 10-18

273 Siebel Web and Wireless Web Clients The Siebel Web Client: Accesses the Siebel Gateway and Siebel Server through the Web Server Accesses Siebel data and application functionality through the Application Object Manager (AOM), which executes as a server component Siebel Web Client Browser interface Database Server Siebel Web and Wireless Web Clients Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System Diagram The diagram highlights the Siebel Web Client, which has a browser interface to the Siebel Enterprise by way of a Web server. Siebel 8.1.x Business Analyst 10-19

274 Siebel Web and Wireless Web Clients The Siebel Wireless Web Client: Connects to a Web server connected to a Web server with SWSE installed Siebel Wireless supports Wireless Application Protocol (WAP) servers, if used Connects to a database server through the AOM Results are transformed and returned as WML or HTML pages Siebel Wireless Web Client Database Server Siebel Web and Wireless Web Clients Reference Siebel Wireless Administration Guide Web Server Siebel Server(s) Enterprise Siebel Gateway Name Server Siebel File System WAP Server This is an extension to a Web server that supports wireless Web access using WML. Most newer wireless devices use HTML instead of WML, and do not require a WAP server. WML Wireless Markup Language a compact HTML-like language for creating web pages for bandwidthconstrained devices, such as older mobile phones. Diagram The diagram highlights the Siebel Wireless Web Client, which connects to the Siebel Enterprise via a Web server. Siebel 8.1.x Business Analyst 10-20

275 Siebel Handheld and Mobile Web Clients Use a locally installed executable (siebel.exe) to support disconnected application use Access a local database and local Siebel File System while disconnected Connect to a designated Siebel Server for synchronization Access local.cfg and.srf files Siebel Handheld/Mobile Web Client Application Object Manager [siebel.exe] Local database and file system SRF Local file Connection with Siebel Server made during synchronization Database Server Siebel Server Synchronization Mgr Enterprise Siebel File System Siebel Handheld and Mobile Web Clients Disconnected Processing When Handheld and Mobile Web Clients are disconnected from the Siebel Server, processing is provided by a local Object Manager, Data Manager, and Siebel Web Engine. Database Connection Siebel database and File System are installed on each client. Applications access the client s local database. Siebel Handheld and Mobile Web Client User Interfaces The UI for these clients appears in the user s Web browser, as with other client types. The difference between the Handheld and Mobile Web Clients and the other client types is the local executable, files and database. Diagram The diagram highlights the Siebel Handheld/Mobile Web Clients, which are based on an executable, siebel.exe, and have a local database, local Siebel file system, and local.srf. These clients can synchronize by connecting to the Synchronization Manager in a Siebel Enterprise. Siebel 8.1.x Business Analyst 10-21

276 Siebel Developer Web Client Uses a locally installed executable (siebel.exe) to support dedicated access to the database No requirement for Web Server or SWSE Supports connection to a local database and Siebel File System for development Siebel Developer Web Client Application Object Manager [siebel.exe] Siebel Developer Web Client Local database and Siebel File System.SRF Local file Database Server Siebel Server Server Components Enterprise Siebel File System Diagram The diagram highlights the Siebel Developer Web Client, which is based on an executable, siebel.exe, and has a local database, local Siebel file system, and a local.srf. This client can connect to a server database or a local database. Siebel 8.1.x Business Analyst 10-22

277 Lesson Highlights Major components of the Siebel Web architecture are: The Siebel Web Client, which displays the Siebel application in a standard Web browser The Siebel Web Server, which is a third-party Web server with extensions to support Siebel applications The Siebel Gateway Name Server, which stores parameters and connection information for Siebel Servers The Siebel Enterprise, which is a logical collection of Siebel Servers The Siebel Server, which is a set of processes that manage processing for all Siebel clients Different Siebel client types access Siebel data differently The Siebel Developer Web Client and Siebel Mobile Web Client use a local database when disconnected Siebel 8.1.x Business Analyst 10-23

278 Practice 10 Overview: Exploring the Siebel Web Architecture This practice covers the following topics: Explore major parts of the Siebel Web architecture Siebel 8.1.x Business Analyst 10-24

279 Securing Siebel Applications

280 Objectives After completing this lesson, you should be able to: Describe the components of the Siebel security model Describe the major entities that support security within a Siebel application Describe the types of authentication supported by Siebel CRM Applications 11-2 Siebel 8.1.x Business Analyst 11-2

281 Securing a Siebel Application The ingredients of a successful security solution for Siebel applications include: 11-3 Access Control Ensure that users can only access parts of the application that are relevant to their job functions Protect critical, sensitive, or proprietary data by ensuring that users only have access to appropriate application data User authentication Ensure that users present valid credentials before granting application access Network security Securing a Siebel Application Reference Bookshelf s Siebel Security Guide Encrypt communications to avoid hostile monitoring Ensure that user sessions cannot be hijacked Support use with corporate or personal firewalls Encrypting Communications Siebel allows encrypting communications between the client browser and the Web server, as well as between the Web server and the Siebel server. Siebel 8.1.x Business Analyst 11-3

282 Creating a Security Solution Siebel applications allow mapping a company's structure This structure impacts access to views and data 11-4 A business analyst will use data and view access requirements to specify the mapping A business analyst must understand how to: This lesson Restrict access to application views Restrict access to data Specify the company structure mapping Securing Siebel Applications Controlling Access to Views Controlling Access to Customer Data Mapping the Company Structure Creating a Security Solution Lesson Topics Security overview and concepts View access considerations Data access considerations How to create a company structure Access Control Lessons This section of the course comprises four lessons: Securing Siebel Applications (this lesson) gives an overview of Siebel security concepts Controlling Access to Views covers providing access to views Controlling Access to Customer Data covers data access and visibility Mapping the Company Structure shows how to create a company structure. Siebel 8.1.x Business Analyst 11-4

283 Access to Views Users require access to different views based on their job function or role The Siebel mechanism used to control access to views is a responsibility 11-5 Access to Views Access to views is covered in detail in a subsequent lesson. Siebel 8.1.x Business Analyst 11-5

284 Responsibility A responsibility is the set of views associated with a job function and determines the views to which the employee has access A user must be assigned at least one responsibility A user sees the union of his or her associated views 11-6 Views associated with the Call Center Manager responsibility Responsibility Other Responsibility Data Responsibilities also control user access to other Siebel functionality, such as Screen tab layout, links on screen home pages, and tasks. This and the following lessons focus exclusively on the role of responsibilities in controlling access to views, but these other functions of responsibilities are worth remembering. More information on responsibilities can be found in Bookshelf s Siebel Security Guide. Diagram The screenshot shows the Responsibilities list applet displaying the Call Center Manager responsibility, and the Views child list applet, which shows views associated with the Call Center Manager responsibility. Siebel 8.1.x Business Analyst 11-6

285 Access to Data Employees require access to different data to complete their jobs Project managers need to access data for their projects Sales executives need to access accounts and opportunities they are working on Service representatives need to access the service requests they are handling Sales representatives need to access product information Siebel applications divide data into two types, with different methods of access control: Customer data Master data 11-7 Siebel 8.1.x Business Analyst 11-7

286 Customer Data Is data related to customer interactions: 11-8 Accounts Opportunities Service Requests Quotes, and so on Access to customer data is affected by an employee s User ID and where that employee is in the company structure Discussed in a subsequent lesson Siebel 8.1.x Business Analyst 11-8

287 Master Data Includes static, authored, referential data, such as: 11-9 Products Solutions Literature Resolution items Auction items Events Decision issues Competitors Training courses And so on Siebel 8.1.x Business Analyst 11-9

288 Master Data: Catalogs and Categories Master data is organized into catalogs and categories Catalog is a hierarchy of categories Does not itself contain any data Categories are nodes in a catalog that contain: Master data Additional categories Catalog Doc 1 Office Supplies Regular High-end All Products Domestic Goods Regular High-end Category Doc 2 Doc 3 Doc 4 Doc 5 Doc 6 Master Data: Catalogs and Categories Master data Reference Bookshelf s Siebel Order Management Guide: Creating and Managing Catalogs Master Data The example here is a catalog containing documents, such as sales collateral. A catalog could contain the other types of master data listed on the previous slide. For example, a buying catalog would contain products instead of documents. Limiting Access to Master Data Access to master data can be controlled by marking catalogs or categories as private, and then defining access groups. Access groups can contain positions, organizations, households, and lists of users. Diagram The diagram shows a complex hierarchy of a catalog and its categories. The All Products catalog has two categories, Office Supplies and Domestic Goods, each of which has two sub-categories, Regular and High-end. Master data appears in the hierarchy as "leaf" nodes: nodes with no attached nodes lower in the hierarchy. Siebel 8.1.x Business Analyst 11-10

289 Mapping a Company s Structure Siebel applications use the following entities to represent a company's structure: Division Organization Position Siebel 8.1.x Business Analyst 11-11

290 Division Should be designed to describe people at a specific location or performing a specific type of work Is a part of the business structure of a company Division Is similar to a box on a human resources organization chart Is part of a division hierarchy Each division has one parent division (except a top division, which has none) Division hierarchy Domestic Sales MegaCorp Sales Foreign Sales MegaCorp Headquarters MegaCorp Government Serv Gov t West Gov t East A division groups people and can be assigned a shared currency. Divisions are not used to control access to data directly. Diagram The diagram shows an organization chart for MegaCorp Headquarters. Each block in the hierarchy is a Division. Siebel 8.1.x Business Analyst 11-12

291 Organization Is a division that can own data Used to restrict access to data Typically represents partner companies or business units in a company Domestic Sales MegaCorp Sales Foreign Sales MegaCorp Headquarters Organization Division MegaCorp Government Serv Gov t West Gov t East Organization Diagram The diagram shows an organization chart for MegaCorp Headquarters as on the previous slide. Each block in the hierarchy is a Division, but some are designated as Organizations, based on the need for these divisions to restrict access to data. Siebel 8.1.x Business Analyst 11-13

292 Organization Hierarchy An organization hierarchy should be designed as part of the overall Security/Access Control design Parent organizations are found from the division hierarchy The Organization hierarchy shows divisions that own data Has parent organization MegaCorp Headquarters Example: MegaCorp Headquarters, Foreign Sales, and MegaCorp Government Serv can own customer records Domestic Sales MegaCorp Sales Foreign Sales MegaCorp Headquarters Organization hierarchy Organization Division MegaCorp Government Serv Gov t West Gov t East Organization Hierarchy Default Organization Is an organization (and division) provided as seed data in every Siebel installation. Default Organization is assigned by default to records that require an organization when no organizations have been explicitly created. Because seed data, such as positions and responsibilities, are owned by Default Organization, it should not be changed. Diagram The diagram shows the organization hierarchy for MegaCorp Headquarters. Only the divisions marked as organizations on the previous slide are marked as part of the organization hierarchy. Siebel 8.1.x Business Analyst 11-14

293 Position Is a job title in a hierarchical reporting structure of an internal or partner organization Is more stable than an individual s assignment to that position People might change, but a position is static Is used as a mechanism to restrict access to a set of data Siebel 8.1.x Business Analyst 11-15

294 Position Hierarchy Reflects reporting and data access needs of the organization Managers should be able to access data their subordinates are working on Each position reports to one and only parent position Each position is associated with a division Division association MegaCorp Sales Domestic Sales MegaCorp Headquarters US Sales Mgr VP Sales Foreign Sales Mgr CEO Foreign Sales Position hierarchy Director Gov t Services Project Mgr Organization Division Position MegaCorp Government Serv Gov t West Gov t East Position Hierarchy Diagram The diagram shows a MegaCorp s Position hierarchy superimposed on top of the company s Organization and Division hierarchies. Each position is associated with a single division and reports to a single parent position. Siebel 8.1.x Business Analyst 11-16

295 Positions and Organizations Each position is also associated with one and only one organization Organization association MegaCorp Sales Domestic Sales The organization of the assigned division MegaCorp Headquarters US Sales Mgr VP Sales Foreign Sales Mgr CEO Foreign Sales Director Gov t Services Project Mgr MegaCorp Government Serv Gov t West Organization Division Position Gov t East Positions and Organizations Diagram The diagram shows the relationship between positions and organizations. The relationship is based on two previously-seen associations: A position is associated with one division Every division is associated with an organization. Siebel 8.1.x Business Analyst 11-17

296 Positions and Employees Some positions have a single employee Especially positions where compensation is based on sales Example: Sale Representative CA 947 Some positions have multiple employees May occur at the bottom of a reporting hierarchy, where a job is less specialized For example: a group of call center agents all doing the same work may all occupy the position Call Center Agent Victor Silver has the VP Sales position Siebel 8.1.x Business Analyst 11-18

297 Primary Employee When there are multiple employees per position, one employee is defined as the primary employee for a position Primary Employee When a position is assigned to a record, the primary employee s name appears in the primary field for the record, even if other users are associated with the same position Casey Cheng is the primary employee for the Call Center Agent 1 position Only the primary employee is shown Diagram The screenshot shows a Position detail applet, which is displaying the Call Center Agent 1 position. Drilling down on the MVG control in the Last Name field shows that two employees, Cory Alexis and Casey Cheng have this position. However, Casey Cheng is marked as the primary employee for the position, so Casey s name appears in the First Name and Last Name controls. Siebel 8.1.x Business Analyst 11-19

298 Employees and Positions Employees can have multiple positions if they do different types of work or need to see different sets of data Employees occupy only one position at a time during a login session One of an employee s positions is the primary position By default, the employee logs in to his or her primary position Jeff Wendell has two positions, with Marketing Manager the primary Siebel 8.1.x Business Analyst 11-20

299 Planning Positions Typically, many positions have only one assigned employee Especially commissioned positions or those with sales quotas Multiple employees might be assigned to some positions Advantage: Easier to manage positions over time as employees change jobs or leave the company Disadvantages: Only the primary employee for a position is visible in the Employee or Team fields Employee searches may only return positions for which the employee is the primary Planning Positions Querying for Employees Use the EXISTS operator on the Employees MVG to find matches for a given employee, even if that employee is not the primary. Siebel 8.1.x Business Analyst 11-21

300 User Authentication Methods Within a Siebel Enterprise Users must be verified before they are granted access to the Siebel application Siebel applications support three authentication options: Login entry Login verification Database authentication Directory server authentication Web Single Sign On Database Authentication Siebel Database Siebel Login Form Directory Server Authentication Authentication Manager Security Adapter RDBMS Authentication Service User Authentication Methods Within a Siebel Enterprise Web Single Sign On Web Single Sign On Authentication Service Diagram The diagram shows three different user authentication options: database authentication, directory server authentication, and Web single sign-on. The first two authentication methods require the user to log in using a Siebel login form. Both database and directory server authentication use the Siebel Authentication Manager and a security adapter. Database authentication verifies the user against data in the Siebel database, while directory server authentication uses an authentication server. Web single sign-on does not use the same infrastructure: instead it is dependent on a third-party authentication service. Siebel 8.1.x Business Analyst 11-22

301 Database Authentication Users are authenticated against the underlying database Considerations: Does not require additional infrastructure components such as directory servers Uses a separate database login for each user Requires ongoing support from a database administrator With customization, may support account policies available for the relational database management system (RDBMS) Password expiration Password syntax Account lockout Supports little or no user self-management User cannot perform self-management without being granted direct access to the database server Siebel 8.1.x Business Analyst 11-23

302 Directory Server Authentication Users are authenticated against an external directory service The directory service contains the user s credentials and administrative information After authentication, users often use a single database login Considerations: Reduces administrative overhead No maintenance of separate database logins for each user Allows Web users to self-register and maintain login information Allows automated creation of users in a user administration view Allows external delegated administration of users Allows credentials to be shared across multiple applications May support account policies, such as password expiration, password syntax requirements, and account lockout Siebel 8.1.x Business Analyst 11-24

303 Web Single Sign On Web Server provides credentials to a third-party service Allows users to access multiple applications without any further login For example, Windows Integrated Authentication allows users to access Siebel applications directly once they have logged in to their Windows accounts Allows Siebel applications to be deployed into existing Web sites and portals Requires synchronization of users between the Siebel application and the external authentication system Siebel 8.1.x Business Analyst 11-25

304 Lesson Highlights The Siebel Security model includes access control, user authentication, and network security Siebel applications define two types of data: Customer data are customer-related records, such as Accounts, Contacts, Opportunities, and so on Master data are static, authored data, such as sales proposals, product literature, solutions, and so on A company structure is composed of Divisions, Organizations, and Positions User authentication choices in Siebel applications are: Database authentication Directory server authentication Single Sign On Siebel 8.1.x Business Analyst 11-26

305 Practice 11 Overview: Exploring Divisions and Positions This practice covers the following topics: Examine division and position hierarchies Explore how an employee's position and organization affect data visibility Siebel 8.1.x Business Analyst 11-27

306

307 Controlling Access to Views

308 Objectives After completing this lesson, you should be able to: Describe the relationships among views, users, and responsibilities Outline two strategies for assigning views to responsibilities 12-2 Siebel 8.1.x Business Analyst 12-2

309 Controlling Access to Views Users should see only those views required to perform their job role 12-3 Improves efficiency for the user Improves business security by preventing unauthorized access to sensitive or administrative views Administrator s Site Map Sales Agent s Site Map Controlling Access to Views Diagram The screenshot show two user's views of the Site Map. The Administrator has access to many screens, including a large number of Administration screens. The Sales Agent has access to fewer screens and sees mostly sales-related screens. Siebel 8.1.x Business Analyst 12-3

310 Job Function Each job function has a set of views required to complete the job 12-4 Example job functions: CEO Sales manager Sales representative Channel Partner Customers And so on Siebel 8.1.x Business Analyst 12-4

311 Responsibilities Are collections of views associated with a job function All of the views necessary to perform that particular job function Are assigned to users according to their job functions Users may have more than one job function, and so may have more than one responsibility 12-5 Responsibilities Views Responsibilities include one or more views Responsibilities Assign users one or more responsibilities Users Reference Controlling access to views is documented in Bookshelf s Siebel Security Guide: Configuring Access Control. Users A user is identified by his or her User ID, which is displayed in the Help > Technical Support dialog. For example, user Casey Cheng has User ID = CCHENG. Siebel applications use that User ID to determine which responsibilities the user has. Views and Responsibilities A responsibility includes a set of views. A user may have more than one responsibility not only because he or she has more than one job role, but because of the method a company uses to create responsibilities. Views may be associated with responsibilities so as to minimize administration of responsibilities. Methods of assigning views to responsibilities is discussed later in this lesson. Diagram The picture shows the relationship between Views, Responsibilities, and Users. A View can be included in more than one Responsibility, and a Responsibility can include more than one View. Similarly, there is an M:M relationship between Responsibilities and Users. Siebel 8.1.x Business Analyst 12-5

312 Responsibility Example The Call Center Manager responsibility includes views necessary for that job function 12-6 Views associated with the Call Center Manager responsibility Responsibility Example Diagram The screenshot shows the Call Center Manager responsibility and a list of views associated with it. Siebel 8.1.x Business Analyst 12-6

313 Views and Responsibilities A view can be included in one or more responsibilities 12-7 Views and Responsibilities Call Center Manager and Universal Agent responsibilities share some views Diagram The screenshot show two different responsibilities: Call Center Manager and Universal Agent. Below the two responsibilities are lists of Views associated with each. Some views are shared by the two responsibilities, such as Account (SCW) Preview View. Siebel 8.1.x Business Analyst 12-7

314 Screens, Views, and the Site Map The Site Map shows the union of all screens and views for user s assigned responsibilities 12-8 Siebel 8.1.x Business Analyst 12-8

315 References to Views If a view is not included in a user s responsibility: 12-9 The view does not appear on the: Site Map Link bar Visibility filter View tabs Drilldown to the view is disabled If a user does not have access to any of the views in a screen, the screen will not appear on screen tabs or site map Siebel 8.1.x Business Analyst 12-9

316 User Experience An application displays only a subset of all the accessible screen and view tabs Each responsibility has a set of screen and view tab layouts defined Limiting the views available improves the user experience by highlighting the most commonly used screens and views Users with multiple responsibilities see the default layout defined for their primary responsibility Users can override these defaults to customize the layout using User Preferences User Experience Primary Responsibility Each user can have multiple responsibilities assigned, one of which is the primary responsibility. The user sees the tab layout associated with the primary responsibility. By default, the first responsibility (based on time stamp) assigned to a user becomes the primary responsibility. Siebel 8.1.x Business Analyst 12-10

317 Read-Only Views Views can be specified as read-only for a responsibility Read-Only Views Local Access Flag A view can also be tagged for local access by checking the Local Access checkbox (not shown above). This setting allows a view to be accessed by a user of Siebel Remote while connected to a local database. If a view is not flagged as Local Access, then a Siebel Remote user will not have this view available when not connected to a Siebel Server, even if the view is included in one of the user's responsibilities. Diagram The screenshot shows a list of Views, with the View Name, Description, and Read Only View columns visible. The Read Only View flag is checked for one of the views. Siebel 8.1.x Business Analyst 12-11

318 Users and Responsibilities A user is assigned to one or more responsibilities Users and Responsibilities Responsibilities for Casey Cheng Diagram The screenshot show Casey Cheng s Employee record in a list applet. Drilling down on the Responsibility Select icon brings up the Responsibilities applet., Casey Cheng's responsibilities are listed in the Selected area on the right. Siebel 8.1.x Business Analyst 12-12

319 Seed Responsibilities Are a set of responsibilities provided with the Siebel application Created during application installation Cannot be modified or deleted May be copied to create new, editable responsibilities If the existing seed responsibilities are not sufficient for your requirements, create new responsibilities as required Seed responsibilities Seed Responsibilities Diagram The screenshot shows the Administration - Application > Responsibilities view. The data shown are seed responsibilities. Siebel 8.1.x Business Analyst 12-13

320 Strategies for Creating Responsibilities Two primary approaches: Create one responsibility per job function Create one responsibility per group of views Siebel 8.1.x Business Analyst 12-14

321 Create One Responsibility per Job Function Create a responsibility for each job function based on required views Result: More duplication of views across responsibilities Sales Rep Responsibility My Accounts My Contacts My Opportunities (and so on) Required Views Sales Manager Responsibility My Accounts My Contacts My Opportunities (and so on) My Team s Accounts My Team s Opportunities My Team s Activities My Team s Contacts (and so on) Required Views Sales VP Responsibility My Accounts My Contacts My Opportunities (and so on) My Team s Accounts My Team s Opportunities My Team s Activities My Team s Contacts (and so on) All Accounts All Opportunities All Activities All Contacts (and so on) Required Views Create One Responsibility per Job Function Diagram This diagram shows one strategy for allocating views to responsibilities: create a responsibility for each job role. The diagram depicts the Sales Rep, Sales Manager, and Sales VP responsibilities and shows a few representative views for each one. All three Responsibilities have views such as My Accounts, My Contacts, My Opportunities. The Sales Manager and Sales VP responsibilities both have My Team s Accounts, My Team s Opportunities, and so on. Siebel 8.1.x Business Analyst 12-15

322 Create One Responsibility per Group of Views Create one responsibility per logical group of views Result: Less duplication of views across responsibilities Every sales rep could have Responsibility A Every sales manager could have Responsibilities A and B Every sales VP could have Responsibilities A, B, and C Responsibility A My Accounts My Opportunities My Contacts My Activities Base Views Responsibility B My Team s Accounts My Team s Opportunities My Team s Contacts My Team s Activities Manager s Views Responsibility C All Accounts All Opportunities All Contacts All Activities All Views Create One Responsibility per Group of Views Diagram The picture shows responsibilities with different visibility views. The picture show responsibility A with Base Views (My Accounts, My Contacts and so on); responsibility B with Manager s Views (My Team s Accounts and so on); and responsibility C with All Views. Siebel 8.1.x Business Analyst 12-16

323 Typical Requirements Customer service representatives need quick access to any given service request Sales representatives need access to accounts in their region only Partners need access to opportunities Customers should have read-only access to their orders Product administration views should only be accessible to product administrators Siebel 8.1.x Business Analyst 12-17

324 Questions for Analysis Which job functions require unique responsibilities? Which responsibilities need to be included? What is the process for identifying new responsibilities? What seed responsibilities can be repurposed? Which responsibilities are assigned to mobile users? Which views should be marked read-only? Siebel 8.1.x Business Analyst 12-18

325 Lesson Highlights Responsibilities grant users access to views A user has at least one responsibility A view may belong to more than one responsibility Views may be marked as read-only for a responsibility Simple strategies for assigning views to responsibilities are: Create one responsibility per job role Create one responsibility per related set of views Siebel 8.1.x Business Analyst 12-19

326 Practice 12 Overview: Exploring Responsibilities This practice covers the following topics: Explore the relationship between responsibilities and views Examine seed responsibilities Create and customize a new responsibility Siebel 8.1.x Business Analyst 12-20

327 Controlling Access to Customer Data

328 Objectives After completing this lesson, you should be able to: Describe the Siebel mechanisms that determine access to customer data records Describe the relationship between views and access control mechanisms 13-2 Siebel 8.1.x Business Analyst 13-2

329 Business Challenge Users often perform the same job functions but on different sets of data 13-3 Examples: A service representative operates on service requests assigned to him A sales representative manages opportunities for her sales territory Access to some data in the enterprise needs to be restricted based on a user s role Examples: Sales representatives should only see their own sales quota attainment Sales managers should be able to see sales quota attainment for all their reports Siebel 8.1.x Business Analyst 13-3

330 Business Solution: Access Control Siebel applications allow different users to see different data based on their user ID, position, or organization within the company 13-4 Data access control is independent of responsibilities and views Example: Ted Arnold and Casey Cheng can access the same view based on their responsibilities, but see different data in the view Siebel 8.1.x Business Analyst 13-4

331 Access to Customer Data Is managed through an employee s User ID, Position, and Organization 13-5 These employee attributes control access to data Records Access to Customer Data Employees Employees and the process for creating employee records are covered in the next lesson. An Employee's Organization Employees are associated with positions, each of which belongs to only one organization. In the example shown, Casey Cheng's position, HT Call Center Agent, belongs to the PCS Technologies (HT ENU) organization. Diagram The diagram shows the Employee record for Casey Cheng. Casey s User ID, Position, and Organization determine his access to data and are set in this list applet. Siebel 8.1.x Business Analyst 13-5

332 Visibility View Types Data displayed within a view is based on the access control mechanism for the view Common view types that offer different data visibility are: 13-6 My View My Team s View All View All Across My Organizations View All Across Organizations View Administration Views Siebel 8.1.x Business Analyst 13-6

333 My View Displays records directly assigned to you based on either your user ID or current position 13-7 My View Depends on how the Siebel entity is configured Accounts use the active position Service requests use user ID My Accounts view only displays accounts where your position is on the account team Current Position A user can have more than one position defined, but only one will be the current position, which will dictate data visibility. When the employee logs in, the position that is marked primary for the employee is the current position. The employee can set the current position to another of his or her positions using Tools > User Preferences > Change Position. Diagram The screenshot shows the My Accounts view. Only Accounts where the user s current position is on the Sales Team will be displayed. Siebel 8.1.x Business Analyst 13-7

334 My Team s View Is a view for managers that allows them to see records assigned to their direct and indirect reports The manager does not have to be assigned to the record Is typically assigned only to a manager responsibility 13-8 My Team s View A manager only sees the opportunities for which the manager s direct/indirect reports are the primary position on the opportunity This is not to be confused with Sales or Account Team fields that implement access control based on multiple positions (discussed later). The My Team s View also displays all of the records on which the manager is the primary. Diagram This screenshot shows My Team s Opportunities. A manager only sees the opportunities for which the manager's direct/indirect reports are the primary position on the opportunity. Siebel 8.1.x Business Analyst 13-8

335 All View Is used to access all records associated with the user s organization A valid owner must be assigned to the record Is typically restricted to users who need to access records at the organization level: 13-9 All View Executives Administrators Agents who need to access all service requests A service agent sees all the service requests assigned to his or her organization Valid Owner A record with a valid owner is one with at least one position or User ID assigned. Diagram The screenshot shows the All Service Requests list. All service requests assigned to a user's organization will appear in the All view. Siebel 8.1.x Business Analyst 13-9

336 All Across My Organizations View Is used to access all records in the enterprise that are assigned to the user s organization and its child organizations A valid owner must be assigned to the record Is typically restricted to users who need to access records at the enterprise level Mid-level executives Partners Is typically used for only a few types of records In the All Opportunities Across My Organizations view, a sales manager sees all opportunities in his organization and all of its child organizations Siebel 8.1.x Business Analyst 13-10

337 All Across Organizations View Allows access to all records in the enterprise that have an owner Is typically restricted to users who need to access records at the enterprise level Top-level executives Administrators All Service Requests across Organizations View provides access to all SRs with an owner All Across Organizations View Diagram The screenshot shows All Service Requests across Organizations. This view provides access to all SRs with an owner. Siebel 8.1.x Business Analyst 13-11

338 Administration Views Display all database records, even those without a valid owner For example, display all records that have just been imported but not yet assigned Should be restricted to a few users in the enterprise because they allow access to all records in the database Administration Views Administrative views and functionality were covered in a prior lesson. The Accounts Administration View displays all Accounts Diagram The screenshot shows the Accounts Administration view. This view displays all Accounts. Siebel 8.1.x Business Analyst 13-12

339 Summary: Types of Views Views My View My Team s View (Manager s View) All View All Across My Organizations View All Across Organizations View Administration Views Description Displays records directly assigned to you based on user ID or active position Allows managers to see records assigned to their direct and indirect reports that are the primary owner based on reporting structure Displays all records associated with the user s organization Displays records that are assigned to the user s organization and its child organizations Displays all records in the enterprise with a valid owner Display all records in the database, even those without a valid owner Summary: Types of Views My View: Displays records directly assigned to you based on user ID or active position. My Team's View (Manager's View): Allows managers to see records assigned to their direct and indirect reports that are the primary owner based on reporting structure. All View: Displays all records associated with the user s organization. All Across My Organizations View: Displays records that are assigned to the user's organization and its child organizations. All Across Organizations View: Displays all records in the enterprise with a valid owner. Administration Views: Display all records in the database, even those without a valid owner. Siebel 8.1.x Business Analyst 13-13

340 Using Multiple Access Control Mechanisms A record can be restricted by more than one access control mechanism Mechanisms are not mutually exclusive A view is preconfigured to use only one mechanism at a time If you want to use another mechanism supported by the business entity, you can use (or configure) another view to support this access control mechanism Siebel 8.1.x Business Analyst 13-14

341 Examples A user s position may be assigned to an account that is not assigned to that user s organization Examples User sees the account in My Accounts User does not see the account in All Accounts Contacts have multiple access mechanisms: position and organization My Contacts and My Team s Contacts based on position All Contacts View, All Contacts Across My Organizations, and All Contacts Across Organizations are based on organization Contacts Contacts also support multi-valued organization access control to support global account functionality. Siebel 8.1.x Business Analyst 13-15

342 Access Properties for Common Entities Standard Siebel business entities built-in access properties: Access Method User ID Position Organization Single-Valued Access Service requests Expense reports Forecasts Assets Consumers Forecasts Multi-Valued Access Assets Activities Accounts Contacts Opportunities Quotes Contacts Accounts Opportunities Team Access Control Access Properties for Common Entities Team Access Control This access control mechanism gives multiple positions access to data. Users are granted team access through an MVG team field, such as Account Team. Table This table shows the built-in access properties of common Siebel BCs: BCs that provide access based on User ID are Service Requests and Expense Reports (singlevalued), Assets and Activities (multi-valued) BCs that provide access based on Position are Forecasts (single-valued), Accounts, Contacts, Opportunities, and Quotes (multi-valued) BCs that provide access based on Organization are Assets, Consumers, and Forecasts (singlevalued), and Contacts, Accounts, and Opportunities (multi-valued). Siebel 8.1.x Business Analyst 13-16

343 Typical Requirements Ensure that salespeople can see only their own account and opportunity information Give regional Sales VPs access to all account and opportunity records for their region Give service representatives access to the service requests assigned to them Enable call center agents to view all accounts, but only their own contacts Ensure that all call center agents have access to all service requests associated to the geographical region they service Typical Requirements These requirements can all be met in two steps: Creating an appropriate company structure (covered in the next lesson) Assigning as-delivered Siebel views to users' responsibilities (covered in the previous lesson) Important point: the visibility views necessary to implement these requirements are part of the asdelivered Siebel application. Siebel 8.1.x Business Analyst 13-17

344 Questions for Analysis How does this company organize access to accounts by individuals or by teams? Should everyone on an account team have access to each other s opportunities? Does anyone else, such as service representatives, need access to opportunities? How much opportunity information should partners be able to see? What data is financially sensitive and may have regulatory implications if widely visible? Siebel 8.1.x Business Analyst 13-18

345 Lesson Highlights Access to customer data is based on a user s ID, position, and organization Access to a customer record is based on one or multiple user IDs, positions, or organizations or a combination of these Is a property of the underlying Siebel business entity Although a Siebel entity may have multiple access mechanisms, a view only uses one Different view visibility types include: My View My Team s View All View All Across Organizations View Siebel 8.1.x Business Analyst 13-19

346 Practice 13 Overview: Controlling Access to Records This practice covers the following topics: Examine the access control mechanisms using the visibility filter Siebel 8.1.x Business Analyst 13-20

347 Creating the Company Structure

348 Objectives After completing this lesson, you should be able to: Create position, division, and organization hierarchies Create employees and users 14-2 Siebel 8.1.x Business Analyst 14-2

349 Business Challenge An application used by all areas of a company needs to support the company's organizational structure Data access within the application will be based on the organizational structure 14-3 Siebel 8.1.x Business Analyst 14-3

350 Solution Siebel applications reflects a company's organizational hierarchy with organizations, divisions, and positions 14-4 Solution Organization Use a top-down approach to define the company structure Division Professional Services, Amsterdam Oracle Europe Northern Europe Consulting Professional Services, Galway Organization/Division Hierarchy Manager Direct reports Europe Consulting Mgr. Amsterdam Consultant 2 Amsterdam Consultant 1 Galway Consultant 10 Galway Consultant 9 Position Hierarchy Diagram The diagram shows two parallel hierarchies: the Organization and Division hierarchy for Oracle Europe, and the corresponding Position hierarchy. Siebel 8.1.x Business Analyst 14-4

351 Business Analysts Define the Company Structure Structure should reflect: Reporting hierarchies Requirements for data access Structure consists of: 14-5 Division hierarchy Organization hierarchy Position hierarchy Employees Users Siebel 8.1.x Business Analyst 14-5

352 Creating the Company Structure Build the company structure by creating: 14-6 Divisions Organizations Positions Employees Users Siebel 8.1.x Business Analyst 14-6

353 Divisions Divisions reflect a functional area of the company 14-7 Divisions Identify internal and external divisions Divisions can be geographic Part of a division hierarchy, with parent-child relationships Professional Services, Amsterdam Oracle Europe Northern Europe Consulting Professional Services, Galway Divisions Diagram The picture shows Oracle Europe s division hierarchy. Oracle Europe is the top-level division and has a single child node, Northern Europe Consulting. This node has two child nodes, Professional Services, Amsterdam and Professional Services, Galway. Siebel 8.1.x Business Analyst 14-7

354 Create Divisions and Division Hierarchy Create divisions in the Administration Group > Internal Divisions view 14-8 Required fields are division name and currency Be careful: Once created, divisions cannot be deleted Create Divisions and Division Hierarchy Diagram The screenshot shows the Administration - Group > Internal Divisions view. The left-hand explorer view can be used to browse the hierarchy. The list applet in the upper right shows all child nodes of the node selected in the explorer applet, and the form applet below the list shows detail for the child node selected in the list. Siebel 8.1.x Business Analyst 14-8

355 Organizations Organizations are divisions that can own data Create organizations based on data visibility Be careful: organizations cannot be deleted 14-9 Organizations Child organizations Organization Division Professional Services, Amsterdam Oracle Europe Northern Europe Consulting Professional Services, Galway Diagram This picture shows a Division and Organization hierarchy. Oracle Europe is the root node and is an Organization. Its child, Northern Europe Consulting, is a Division, but both of its children are Organizations. Siebel 8.1.x Business Analyst 14-9

356 Label Some Divisions as Organizations Label divisions as organizations by clicking the Organization Flag check box Be careful: This cannot be undone Label Some Divisions as Organizations Organization Flag check box Default Organization Default Organization is one of the seed organizations in the Siebel application. Because much of the seed data is assigned to Default Organization, it should not be modified. Diagram The screenshot shows the Administration - Group > Internal Divisions view and highlights the Organization flag in the Division form applet. Set this flag to create an Organization. Siebel 8.1.x Business Analyst 14-10

357 Positions Positions represent reporting structure Assign a position to a division or organization An employee is associated with only one position and organization upon login Set up positions and parent positions Identify positions with single or multiple employees Organization Division Professional Services, Amsterdam Oracle Europe Northern Europe Consulting Professional Services, Galway Manager position Amsterdam Consultant 2 Amsterdam Consultant 1 Europe Consulting Manager Direct reports Galway Consultant 10 Galway Consultant 9 Positions Diagram This picture shows the Division and Organization for Oracle Europe that was in a previous slide, and also shows a Position hierarchy. The root of the position tree shown is Europe Consulting Manager. This position has four subordinate positions for consultants in Amsterdam and Galway. The picture also shows that the Europe Consulting Manager position has division Oracle Europe and the consultant positions belong to Professional Services in either Amsterdam or Galway. Siebel 8.1.x Business Analyst 14-11

358 Create Positions Create Positions in the Administration Group > Positions view Positions require a name and a division Siebel applications provide some seed positions such as Siebel Administrator Recommended practice: Do not delete positions, as they are related to data Seed positions, including Siebel Administrator Create Positions Diagram The screenshot shows the Administration - Group > Positions view, which shows the Position hierarchy in an explorer applet on the left, as well as a list of Positions equal to or subordinate to the Position selected in the explorer applet. The positions shown in the list applet are seed data. Siebel 8.1.x Business Analyst 14-12

359 Employees Use the Administration User > Employees view to create employees Employee will also appear as a user Required fields are First Name, Last Name, User ID, Position, and Organization By default, new employee records are in the same organization as the person creating the record Used to give employee visibility to an organization s records Can be changed to provide appropriate access Employees Employees and Organizations The organization that an employee record is assigned will determine visibility of that record. The organization of the employee record is not necessarily the same that is associated with records created by that employee. The employee will be assigned one or more positions. The position that he or she is using in a session has an organization, based on the position's location in the company's organization hierarchy. This is the organization that will be assigned by default to newly created customer records, such as opportunities or accounts. Example: an HR employee, who belongs to the ABC Company HQ organization, creates an employee record for Harold Smith. Mr. Smith's employee record has Organization set to ABC Company HQ, and the record's visibility is based on that. Mr. Smith is assigned to the ABC Midwest Sales Rep B01 position, which has organization ABC North American Sales. When Mr. Smith creates a new opportunity record, it will have Organization = ABC North American Sales. Siebel 8.1.x Business Analyst 14-13

360 Users Users Some users will not be employees For examples, customers and partners Create them in the Administration Users > Users view Customers and partners require responsibilities, but not positions Diagram The screenshot shows the Administration - User > Users list. Columns displayed for users are Last Name, First Name, User ID, and Responsibility. Siebel 8.1.x Business Analyst 14-14