Cover Page SG 2010 v1 - dbmanagement.infodbmanagement.info/Books/MIX/D63801GC10_sg1_Siebel... · Lesson 22 Siebel Workflow Lesson 23 Siebel Assignment Manager Lesson 24 Siebel Task

Siebel 8.1.x Business Analyst

Volume I • Student Guide

®

D63801GC10

Edition 1.0

March 2010

D65906

CLAUDIA CAMPOS (claudiaฺcampos@bmindฺcl) has a

non-transferable license to use this Student Guideฺ

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Copyright © 2010, Oracle and/or its affiliates. All rights reserved.

Disclaimer

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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



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ii

Appendix A Siebel Field Service Functionality Appendix B Implementing Siebel Applications CLAUDIA CAMPOS (claudiaฺcampos@bmindฺcl) has a


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Copyright © 2010, Oracle. All rights reserved.

Siebel 8.1.x Business Analyst:Course Introduction



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Siebel 8.1.x Business Analyst 0 - 2

Copyright © 2010, Oracle. All rights reserved.0 - 2

Lesson Agenda

• This lesson provides an introduction to the:– Instructor and class participants– Training site information– Course:

— Audience— Prerequisites— Goal— Objectives— Methodology— Materials— Agenda



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Instructor and Class Participants

• 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?



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Training Site Information

Rest rooms

Telephones

Fire Exits

Class duration and breaks

Meals and refreshments

Questions?



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Course Audience

• This course is designed for:– Business analysts– Other implementation team members responsible for

translating user and company requirements to technical specifications



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Course Prerequisites

• Basic Windows or NT navigation and file-management skills

• Familiarity with basic business analysis concepts, such as requirements gathering and gap analysis



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Course Goal

• To enable participants to specify requirements as part of a Siebel implementation project



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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• 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



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Course Methodology

• 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



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Course Materials

• Student Guide– All slides presented during lecture– Student notes with references to the Siebel Bookshelf

documentation library• Activity Guide

– Hands-on exercises and solutions

Course MaterialsNotes 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.



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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 – www.oracle.com/technology/documentation/siebel.html– Make sure you are using the appropriate version of

Bookshelf— Example: Siebel 8.1

Siebel DocumentationReferences in the lessons to Siebel Bookshelf use the convention Bookshelf Title, “Chapter Name”.CLAUDIA CAMPOS (claudiaฺcampos@bmindฺcl) has a


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Feedback

• If you have feedback on this or other Siebel courseware, please email [email protected]



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• Functional Segment:– Using Siebel CRM

— 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

Course Agenda



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• Technical Segment:– Siebel Architecture

— 10: 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

Course Agenda



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Course Agenda

• Technical Segment (continued)– Configuring Siebel Applications

— 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



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Course Agenda

• Appendices:– Appendix A: Siebel Field Service Functionality– Appendix B: Implementing Siebel Applications



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Summary

• This lesson provided an introduction to the:– Instructor and class participants– Training site information– Course:

— Audience— Prerequisites— Goal— Objectives— Methodology— Materials— Agenda



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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 EnvironmentPractices for this and all other lessons are found in the course’s Activity Guide.CLAUDIA CAMPOS (claudiaฺcampos@bmindฺcl) has a


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Introducing Siebel Applications



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Objectives

After completing this lesson, you should be able to:• Describe Siebel Customer Relationship Management

(CRM) applications• Give examples of employee and partner Siebel CRM

applications



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Siebel Customer Relationship Management (CRM)

• 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 email— 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



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Siebel CRM Applications

• 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



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Employee Application: Siebel Sales

• 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 SalesDiagramThe screenshot shows Siebel Sales, which is displaying sales opportunities.



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Employee Application: Siebel Call Center

• Siebel Call Center is used by a company’s telesales and service representatives Application is

displaying service requests

Employee Application: Siebel Call CenterDiagramThe screenshot shows Siebel Call Center, which is displaying a list of service requests.



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Partner Application: Siebel Partner Portal

• 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 PortalDiagramThe 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.



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Comparison of Siebel CRM Applications

• 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



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Siebel User Interface (UI) Modes

• The Siebel UI is rendered in one of two modes:– High Interactivity (HI) mode– Standard Interactivity (SI) mode



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High Interactivity Mode

• Is available for employee applications• Supports users who require additional functionality

– 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 ModeReferenceSystem Requirements and Supported Platforms



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Standard Interactivity Mode

• Is available for customer and employee applications• Designed to be less browser-dependent

– 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



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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

Access to the more common business entities

Common Siebel Application Business EntitiesExamples 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.

DiagramThe screenshot shows the screen tabs at top of a Siebel CRM application. These tabs allow quick access to commonly used business entities.



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Configuring Siebel Applications

• Siebel CRM applications can be configured to meet business requirements by:– Specifying preferences, administrative settings, and other

configuration data in the Siebel application– Configuring the application using a Siebel CRM development

tool, Siebel ToolsSiebel Tools is

used by developers to

configure Siebel CRM applications

Configuring Siebel ApplicationsSiebel Tools Using Siebel Tools to customize Siebel CRM applications is covered in subsequent lessons.

DiagramThe screenshot shows Siebel Tools, which is an application used by developers to configure Siebel applications.



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Siebel Bookshelf

• Provides extensive documentation for using and configuring Siebel applications

Make sure you have the Bookshelf version that matches your Siebel

product’s version

Siebel BookshelfDiagramThe 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.



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The Business Analyst’s Role and the Roadmap for this Course

• As part of a Siebel application implementation team, a business analyst will:– 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)



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Lesson Highlights

• Siebel CRM applications provide a way to effectively manage customer relationships– 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



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Practice 1 Overview: Exploring Siebel CRM Applications

This practice covers the following topics:• Identifying key Siebel CRM features• Exploring Siebel Bookshelf



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Using the Siebel Web Client



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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



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Logging In to a Siebel Application

• Start a Siebel application in a Web browser by entering the application’s URL

• Log in using your assigned username and password

Application URL

User ID and password

Logging In to a Siebel ApplicationReferenceSiebel Fundamentals

DiagramThe screenshot shows the login screen for Siebel Call Center 8.1. The browser’s Address bar displays the application URL: http://appserver.mycompany.com/callcenter_enu in this example. The user provides a User ID and Password to login.



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Application Home Page

• Is displayed after log in to a Siebel application• Allows access to personalized data

Personalize home page by clicking

Edit Layout

Personalized data

Application Home PageConfigurable Home PageThe 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.

DiagramThe 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.



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Siebel Application User Interface

• 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

TabsTabs

Siebel Application User InterfacePersistent User Interface ElementsThe application-level menu and global toolbar are always displayed.

DiagramThe 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.



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Application-Level Menu

• 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



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Application Level-Menu: Help Menu

• 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 MenuDiagramThe 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.



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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

Global ToolbarDiagramThe 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.



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Site Map

• Use the Site Map on the Global Toolbar to access a list of all application areas available to the user

Locate the desired destination

Click the Site Map icon

Drill down to view detailed

navigation

Click to navigate to destination page

Site MapDiagramClick 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.



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Screens

• The top-level tabs navigate you to screens related to functional business areas, such as accounts, contacts, or opportunities

ScreenScreen tab

ScreensDiagramThe 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.



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Screen Home Page

• Provides quick access to common user tasks and data

Guided help with common

tasks

Links to recently-used

records

Links to different sets

of records

Screen Home PageDiagramThe 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.



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Screen Navigation

• Click a screen tab to display an entity’s Home Page• Home Page includes the Link Bar

– Use the link bar to access specific data about the entity

Link barScreen tab

Accounts Home page

Screen NavigationDiagramThe 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.



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Screen Navigation

• Click a view tab to display child records that are associated with a parent record

View tab

Parent record

Selected recordRow indicator Child records

Screen NavigationDiagramThis 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.



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Screen Navigation

• Click drop-down arrows to provide access to more screen tabs, link bar, and view tabs

Click drop-down to display more screen choices

Click drop-down to display more view choices

Click drop-down to display more

link choices

Screen NavigationDiagramThe 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.



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Hyperlinks

• Drill down on a hyperlink to see more information

Clicking the account hyperlink…

...displays account details

HyperlinksDiagramThe 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.



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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

– Details for the selected record in a list applet appear in a form applet

FormApplet

Details for selected list record

List applet

List Applets and Form AppletsDiagramThe 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.



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Navigating List and Form Applets

• Use the Menu button or scroll bars and arrows to navigate list and form applets

Right-click will also show

applet menu

Form applet navigation arrows

Applet-specific menu items

Applet buttons

Applet menu

Navigating List and Form AppletsDiagramThe 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 applet-specific 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.



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List Columns

• Freeze position in 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

List ColumnsHi Interactivity (HI) ModeFreezing and dragging columns is only available in High Availability Mode.

DiagramThe 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.



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Displaying and Reordering List Columns

• Use Columns Displayed to change and reorder the columns displayed in an applet

Add or remove columns from

applet

Columns visible in the applet

Columns available to the applet

Sequence columns

Right-click and select Columns Displayed

Displaying and Reordering List ColumnsDiagramThe 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.



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Sort Data in List Columns

• Click a column header to sort data in ascending or descending order

Click the column header for ascending (A – Z) or descending (Z – A) order

Sort Data in List ColumnDiagramThe 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.



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Sort Data in List Columns

• Select Menu > Advanced Sort to sort using values of up to three columns at once

Select sort columns and order

Sort Data in List ColumnsDiagramThe 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.



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Show More Records

• Click the Show More button to toggle display of more records

… to see more records

Click Show More ...

Show More RecordsDiagramThe 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 AppletsThe Show More button is present in some form applets. When clicked, it displays additional fields.



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User Preferences

• Set individual preferences to adjust some application features, such as:– Time zone preferences– Startup view– Default spell check options– Aspects of the calendar

Select Tools > User Preferences. . .

Link bar categorizes preferences

User PreferencesDiagramThe screenshot shows User Preference in the application-level Tools menu. The highlighted link bar shows some of the pages available through user preferences.



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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



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Practice 2 Overview: Using the Siebel Web Client

This practice covers the following topics:• Navigating in Siebel Call Center



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Working with Data in the Siebel User Interface



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Objectives

After completing this lesson, you should be able to:• Create, modify, and delete records• Query for records



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Working with Data in the Siebel User Interface (UI)

• 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)ReferenceBookshelf’s Siebel Fundamentals



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Creating a New Record

• There are several ways to create a new record:– Select Menu > New Record– Right-click then select New Record– Click the New button– Press CTRL+N on the keyboard

Creating a New RecordOther OperationsMany 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.

DiagramThe screenshot shows creation of a record using an applet menu (Menu > New Record), or by clicking New.



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Entering Record Data

• 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 DataDefault DataSome 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.

DiagramThe 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.



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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 top-right corner of a text field

Text Editor button

Enter text and click OK

Text EditorText Editor Button VisibilityIn some cases it may be necessary to click in the field to reveal the text editor button.

DiagramThe 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.



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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

Use New File or New URL to create an

attachment

Drag and drop file to create an

attachment

AttachmentsDiagramThe 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.



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Modifying and Saving Data

• 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



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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

— Examples: Accounts, opportunities, contacts

• Visual Cues– A static pick field usually displays an arrow– A dynamic pick field usually displays a Select icon

Using PicklistsPick FieldA pick field is the list column or form field that presents a static or dynamic picklist.

Two Types of Static PicklistA 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.



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Using Picklists: Examples

• An opportunity’s Sales Stage is selected using a picklist– The user must use a value from the drop-down list

Static picklist uses dropdown list

Select button opens pick applet

• An opportunity’s Account is selected from an applet that displays a list of accounts

Dynamic picklistPick Applet

Using Picklists: ExamplesDiagramThe 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.



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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– Other values are visible using the select button to view the

MVG

Primary

Click the MVG Select control

Select values from the MVG applet

Using Multi-Value GroupsPrimary ValueThe primary value in a MVG is displayed in the invoking list or form field.

DiagramThe 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).



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Deleting Data

• There are several ways to delete a record:– 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

Deleting DataDiagramThe 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.



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Querying for Data in the Siebel UI

• Tasks used to query for data:– Running and executing a query– Using the Query Assistant– Querying an MVG field– Refining a query– Saving a query– Executing predefined and saved queries



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Running and Executing a Query

• Query for records in-line within a form or list applet using one of the following methods:– 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 QueryDiagramThe screenshot shows two different ways of querying in the My Accounts view:

• Clicking the applet Query button• Right-clicking and selecting New Query.



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Wildcards

• Use wildcards to search for matching characters• * is a substitute for zero or more characters in a string

query– 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

WildcardsQuery Default BehaviorDefault 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*.



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Query Operators

• Use relational operators on numeric or date fields as part of the query– < (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:

– Find dates on or after 1/1/2006— Date field in query is set to: >= 1/1/2006

Query OperatorsDiagramThe 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, 2006.



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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:

– NOT– " "– IS NULL– IS NOT NULL

• Examples:– 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

Query OperatorsReferenceSiebel Fundamentals: “Using Query to Locate Information”

DiagramThe screenshot shows a query for quotes with criterion Created >= 1/1/2006 AND <=7/12006. This query will return quotes that were created on or after January 1, 2006 and before or on July 1, 2006.



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Record Count

• Determine the total number of matching records in the query by viewing the Record Count

Select Record Count for a count of records in the current query

Record CountDiagramThe screenshot shows Menu > Record Count. A separate window shows the total record count.



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Using the Query Assistant

• Use the Query Assistant to execute queries from anywhere in a Siebel application– 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

Constructed query

Using the Query AssistantDiagramThe 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".



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Querying an MVG Field:Creating a Query

• Use EXISTS() to search for matches in multi-value groups (MVGs)– 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"

MVG indicator

Query criterion

Querying an MVG Field: Creating a QueryDefault BehaviorBy 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.

DiagramThe 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".



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Querying an MVG Field:Query Results

• Search results show records where at least one value in a MVG matches the search criteria– Example:

— Query returns accounts with string “"Street" in at least one address

These accounts have addresses that match the

query

Record detail for

Ace Properties

Querying an MVG Field: Query ResultsDiagramThe 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".



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• Use Refine Query to modify an existing query

Refining a Query

1. Select Refine Query

2. Enter additional or modified criteria

3. Query results for the refined criteria

Original criterion

Refining a QueryDiagramThe 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.



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Saving a Query

• Use the application-level Query menu to save a query

1. Select Query > Save Query As

2. Name the query then click OK

Saving a QueryDiagramThe 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*.



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Executing Predefined and Saved Queries

• Predefined queries can be:– Provided by an administrator

— 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 QueriesDiagramThe screenshot shows the Saved Queries drop-down list (at the upper right). The new Site = Ch* saved query is shown in the list.



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Query Results and Data Access Control

• Different users may have access to different sets of data, depending on their position in the company– 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



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Lesson Highlights

• Creating and editing data may involve using:– 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



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Practice 3 Overview: Querying Siebel Data

This practice covers the following topics:• Creating, modifying, and deleting records• Using basic querying skills



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Common Siebel Business Entities



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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



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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

Relationships between entities

documented by an entity-relationship

diagram

Account

is located at Is a target offor action for

Address Activity

The Siebel Logical ModelReferenceBookshelf’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.



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Common Siebel Business Entities

• 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 EntitiesReferenceBookshelf’s Applications Administration Guide is a good introduction to these and other important entities in the Siebel logical model.

TerminologySiebel technical documentation refers to the data that is collected about a business entity as a business component (BC).



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Accounts

• Are businesses external to your company– Current or potential clients– Business partners– Competitors

• Have an account team made up of positions

AccountsRepresenting CustomersFor 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.

TerminologyA position is a role within a company, such as Field Sales Representative, Call Center Agent, or CEO.

DiagramThe screenshot shows the My Account list. Columns displayed for each Account record include Account Name, Site, Main Phone #, Status, and URL.



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Account Information

• 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)



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Entering Account Information

• Click the More Info view tab to specify more data values for an account

Enter more account

information

Entering Account InformationMore Info View TabsFor 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.

DiagramThe 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.



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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)

ContactsDiagramThe 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 Email.



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Contact Information

• May include:– First and last names (required)– Account name the contact is associated with (one or more

accounts)– Job title– Preferred contact method (email, phone, fax, and so forth)– Address, email, phone and fax numbers– A contact team

Contact InformationDiagramThe applet shown displays addition contact information, such as the contact’s Work Fax #, Mobile Phone #, Home Phone #, Account Name, and Account Address.



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Public Contacts

• A public contact is potentially visible to multiple users– 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

Public ContactsData access and visibility will be covered in a subsequent lesson.

DiagramThe screenshot shows the My Team’s Contacts list. A public contact may be visible to many users.



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Private Contacts

• A private contact is:– 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

Private ContactsDiagramThe 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.



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Activities

• Are specific tasks or events to be completed– May be associated with another entity, such as an Account,

Contact, or Opportunity– Example: an Activity to send a welcome email to a new

customer (an Account)• Are associated with one or more users

ActivitiesThe screenshot shows the My Activities list. Displayed for each activity record are the columns: New, Description, Type, Start, Due, Status, and Priority.



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Activity Information

• May include:– 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

Activity InformationOther Activity InformationOther 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.

DiagramThe 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.



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Viewing Activities

• An employee may view activities in several views or screens:– Activities List View – Activity To Do List View– Calendar Screen

An employee’s activities show

up in the Calendar views

Viewing ActivitiesDiagramThe 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.



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Activity Templates and Plans

• An activity template is a “blueprint” for a group of related activities – 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— Email the customer information to a partner



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Activity Template Example

• Vic Taylor, a PCS Company sales rep, uses an activity template to create activities for qualifying a sales opportunity

Vic Taylor selects an activity template…

…and qualification activities are added for the Opportunity

Activity Template ExampleDiagramThe 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.



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Opportunities

• Are potential revenue-generating events• Can be used to:

– Forecast sales revenues– Manage sales engagements

OpportunitiesDiagramThe screenshot shows the My Opportunities list applet. Columns displayed include Opportunity Name, Account, Revenue, Committed, Team Space, and Sales Stage.



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Opportunity Information

• May include:– 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



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Opportunity Information

• Allows revenue and margin forecasting

Revenue and margin estimates

Opportunity InformationDiagramThe screenshot shows the More Info form applet for Opportunities. The Revenue Detail section of this applet is highlighted, and it shows:

• Revenue = $31,875.00• Probability % = 70%• Expected Value = $22,312.50• Best Case = $45,000.00• Worst Case = $20,000.00• Cost = $0.00• Margin = $31,875.00.



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Other Opportunity Functionality

• The Opportunities Screen allows other entities to be associated with an Opportunity, such as:– Decision Issues – factors that can influence a prospect’s

buying decision– Products– Quotes, and so on

Other Opportunity FunctionalityDiagramThe 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.



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Service Requests

• Are requests from customers or prospects for information or assistance with your products or services

• Are associated with a single owner

Service RequestsDiagramThe 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.



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Service Request Information

• Includes:– 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)



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Other Common Siebel Entities

• A Household is a collection of individual consumers who are economically affiliated and who share common purchasing or service interests– 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 EntitiesReferenceFurther information on Households can be found in Applications Administration Guide. Quotes and Orders are detailed in the Order Management Administration Guide.

HouseholdsHouseholds 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.



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Relationships Between Entities

• The Siebel logical model also specifies relationships between entities

• The relationship specifies cardinality:– One-to-many (1:M)

— 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 EntitiesOne-to-One (1:1) Relationships1:1 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.



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Relationships Between Entities:Visual Cues

• The Siebel user interface shows these relationships using:– Drop-down or select control (M:1 relationship)– MVG control (1:M or M:M relationship)

MVG control indicates a 1:M or M:M relationship

Drop-down and select controls indicate an M:1 relationship

Relationships Between Entities: Visual CuesThe 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.



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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



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Practice 4 Overview: Exploring Common Siebel Entities

This practice covers the following topics:• Explore common Siebel business entities



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Using Siebel Business Entities



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Objectives

After completing this lesson, you should be able to:• Describe an example of how a company could use Siebel

business entities to support a business process



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Using Siebel Business Entities

• 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 EntitiesReferenceSiebel Data Model Reference



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Supporting Company Business Practices

• 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)



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Business Scenario

• 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



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Sales Business Process

• 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

Business process diagram

documents this scenario

Customer Service Representative role

Customer role

Sales Business ProcessThe 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.

DiagramThe 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



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Search for Contact Information

• Click the Contacts screen tab to navigate to the Contacts List view

• Query to find Mike Carlson1. Click Contacts tab

2. Create a query

3. Enter contact name and run query

Step in business process

4. Inspect results



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Verify Account Information

• 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

1. Open the Account Address MVG

2. Click New to add an address for the Contact’s Account

3. Verify phone and fax numbers

Verify Account InformationDiagramThis 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.



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Add an Activity for the Contact

• Add an activity to document the customer's inbound call

1. Drill down on Last Name in the Contacts list

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

Add an Activity for the ContactBest practiceOnly add base information for the activity and drill down to add activity details.

DiagramThis 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.



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Add Activity to Contact

• Finish entering activity detail• Use the thread bar to return to the Contacts screen

showing Mike Carlson 3. Use the thread bar to

return to the contact record

1. Enter required field

2. Add call time and

date

Add Activity to ContactDiagramThis 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.



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Add Opportunity to Contact

• Create a new opportunity for the contact• Drill down on the opportunity to add detail

2. Create an Opportunity

3. Add Opportunity name; Account is filled in using Contact‘s Account

4. Drill down to enter detail

1. Click the Opportunities view tab

Add Opportunity to ContactDiagramThis 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.



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Add Opportunity to Contact

• Fill in opportunity details, such as Sales Stage or Lead Quality

1. Complete Opportunity details

2. Select Products view tab when done

Add Opportunity to ContactDiagramThis 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.



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Add Products to Opportunity

• Add products and quantities to the opportunity– Multiple products can be added to an opportunity

1. Create a new Product

2. Find and pick the correct product

3. Set quantity

Add Products to OpportunityProductA product is a Siebel business entity not examined in the previous lesson, and is a good or service provided by a company.

Opportunity PricesAn 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.

DiagramThis 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.



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Auto-Create Quote

• Use Auto Quote to generate a quote based on the quote’s price list

2. Click Auto Quote to create a new Quote record from the

Opportunity and its Products

3. Drill down on quote to edit its details

1. Click the Quotes view tab

Auto-Create QuotePrice ListsWhen 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.

DiagramThis 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.



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Edit Quote: Modifying the Quote Record

• Quote record can be modified– Example: changing the relevant price list

Revise the Quote as needed

Note how the thread bar has changed

Edit Quote: Modifying the Quote RecordDiagramThis 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.



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Edit Quote: Adding Line Items

• Add line items to the quote from a buying catalog– Can browse the hierarchical catalog to locate products

Browse the catalog to find the correct products

Add line items to the quote

Edit Quote: Adding Line ItemsDiagramThis 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.



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Print Quote and Send to Customer

• Use Siebel Reports to generate a quote printout suitable for fax or email– A report for the current quote is not provided with Siebel

Reports, but can be created

Print Quote and Send to CustomerDiagramThis 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 email or fax.

Reports FunctionalitySiebel 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 emailing a report may need to be integrated with the Siebel application, depending on which report's application is used.



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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— 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



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Customizing the Siebel Application

• A Siebel application can be customized by:– Creating or modifying UI components to expose existing

business logic in the Siebel Data Model— Example: Modify the Account Detail Applet to expose a non-

displayed, 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



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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– 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



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Practice 5 Overview: Using Siebel Entities

This practice covers the following topics:• Explore a scenario using common Siebel business entities



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Exploring Siebel Sales



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Objectives

After completing this lesson, you should be able to:• 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



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Siebel Sales

• 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



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Siebel Sales Scenarios

• 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



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Scenario 1: Opportunity Management

• 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



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Scenario 1:Sales Operations Generates New Opportunities

• 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

New Opportunity generated by

telesales

Assigned to TSMYTHE

Scenario 1: Sales Operations Generates New OpportunitiesAssignmentOpportunities, 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.

DiagramThe screenshot shows a new opportunity record generated by PCS North American telesales. TSMYTHE belongs to this Opportunity’s Sales Team.



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Scenario 1:Siebel Remote

• Allows remote users to connect to Siebel Servers to synchronize data and then access the data while disconnected

• Consists of:– Siebel Mobile Web Client that

— Supports much Siebel functionality— Includes a local database that stores relevant Siebel data

– Server infrastructure for:— Routing appropriate data to each user— Synchronizing server and remote data sources— Resolving data conflicts involving multiple remote clients

Siebel Mobile Web Client

running on laptop

Siebel Server configured for Siebel Remote Synchronize while connected

Scenario 1: Siebel RemoteReferenceDetails about Siebel Remote are found in Bookshelf’s Siebel Remote and Replication Manager Administration Guide.



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Scenario 1:Log in Using the Mobile Web Client

• 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 ClientDiagramThe 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.



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Scenario 1:Synchronize With Remote Siebel Server

• 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 ServerDiagramThe 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.



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Scenario 1:Use Opportunity Data

• Terry Smythe examines his new opportunities– Uses the More Info view tab to get an overview

Scenario 1: Use Opportunity DataDiagramThe 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.



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Scenario 1:Access Opportunity Account Information

• Terry Smythe uses the Target Account Selling view tab to develop and execute an opportunity strategy

Critical opportunity information

Scenario 1: Access Opportunity Account InformationDiagramThe 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.



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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

Opportunity’s Account organizational analysis used

to develop sales strategy

Scenario 1: Target Account SellingDiagramThe 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.



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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– 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 ProgressDiagramThe screenshot shows the Sales Stage drop-down in the Opportunity detail applet. The sales stage reflects progress in converting the opportunity to an order.



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Scenario 1:Sales Methodologies

• Administrators or sales managers using Siebel Sales can create a sales methodology to reflect their chosen sales process– 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— Email customer decision issues to sales strategy group

Scenario 1: Sales MethodologiesAssessments and Assessment TemplatesAssessments 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.



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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

Opportunity conversion probability

Probability times

Revenue

Revenue minus Cost (calculated)

Scenario 1: Estimate Opportunity RevenuesOpportunity Conversion ProbabilityThis 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.

DiagramThe 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: $1,800,000.00. Also displayed are best and worst case estimates, cost, and margin, which equals Revenue minus Cost.



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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:– 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



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Scenario 2:Sales Representative Creates a New Forecast

• Terry Smythe navigates to the Forecasts screen and creates a new forecast– 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

Drill down to generate forecast

Scenario 2: Sales Representative Creates a New ForecastDiagramThis screenshot shows Terry Smythe:

• Creating a new forecast in the My Forecasts list• Selecting a forecast date• Drilling down on the forecast’s date



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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

Scenario 2: Forecasts and RevenuesReferenceSiebel Forecasting Guide

DiagramThis 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.



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Scenario 2:Forecasts and Revenues

• A forecast:– Is based on opportunity revenue estimates– Can be analyzed by exporting to a spreadsheet, viewing a

detailed list, or using charts

Forecast details

Revenue projections for the opportunity

Different views of forecast data

Scenario 2: Forecasts and RevenuesDiagramThe 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.



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Scenario 2:Submit the Forecast to a Sales Manager

• Terry Smythe submits his quarterly forecast to his regional manager, Madison Stern

Click to submit the forecast to

a manager

Scenario 2: Submit the Forecast to a Sales ManagerDiagramThe screenshot shows forecast detail and highlights the Submit button, which is used to submit a completed forecast to a manager.



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Scenario 2:Manager Rolls Up Team’s Forecasts

• Madison Stern drills down on the recent forecast and clicks Rollup– Aggregates forecasts for all of her team members

Click to add up team members’

forecastsOpportunity detail for all representatives in

MSTERN’s team

Scenario 2: Manager Rolls Up Team’s ForecastsForecasting HierarchyForecasts 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.

AggregatingSiebel 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 RevenuesForecasting 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.

DiagramThe screenshot shows Madison Stern’s forecast, created after she clicks the Rollup button. Madison is Terry Smythe’smanager, and his opportunities show up in Madison’s list of opportunities for the forecast.



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Scenario 2:Manager Analyzes Revenue Charts

• Madison Stern uses the forecast to graph projected revenues– 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 ChartsDiagramThe 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.



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Global Account Management

• Many companies create cross-organizational teams to address the needs of their largest, global customers– 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 ManagementExample: the global account team for a multi-national customer account may have sales, service, and executive members belonging to multiple sales and service organizations



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Global Account Management

• Siebel Global Account Management is a module that provides:– 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 Hierarchy shows all account contacts

and opportunities

Global Account ManagementDiagramThe 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.



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Siebel Territory Management

• Sales force reorganization (realignment) is an important tool for increasing sales performance– 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



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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

– Can realign multiple sales forces at once

Hierarchy Explorer view shows sales

territories

Siebel Territory ManagementTerritory Assignment RulesPositions 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 94706 are assigned to Territory B• All Opportunities with Product = InMotion 170XL are assigned to Territory C.

DiagramThe screenshot shows sales territories for PCS Sales. Other nodes in this explorer view show Divisions, Contacts, and Accounts.



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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

Data associated with territories

Territory hierarchy

Territory Management ExampleDiagramThe 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.



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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



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Practice 6 Overview: Exploring Siebel Sales

This practice covers the following topics:• Explore Siebel Sales through two simple sales scenarios

– Managing an opportunity– Forecasting revenues



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Exploring Siebel Call Center



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Objectives

After completing this lesson, you should be able to:• Use Siebel Call Center to assign and handle service

requests• Describe advanced Siebel Call Center features



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Siebel Call Center

• Is an application that provides support for call center operations

• Includes:– Multi-channel communication support (phone, email, 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



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Types of Customer Interactions

• 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



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Siebel Call Center Scenario

• 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 email to the customer with the SR resolution– Closes the SR



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Call Center Scenario

• The Siebel Call Center scenario has the following steps:1. Receive an Incoming Call2. Review Customer Records3. Create a New SR4. Verify Customer Entitlement5. Assign the SR to a Product Expert6. Research a Solution7. Document Work8. Send an Email to the Customer9. Close the SR



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1. Receive Incoming Call

• Casey Cheng receives an inbound call, and accepts it as a work item

Communications Toolbar is used to accept a new

work item

1. Receive Incoming CallDiagramThe 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, email, fax, or chat.



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1. Receive Incoming Call

• The Multi-Channel Communications Toolbar:– Provides computer-telephony integration (CTI)– Notifies the user about inbound work items from phone,

email, or Web calls– Allows outbound communications by phone, fax, email,

wireless message, or pager• When a work item is accepted, the Customer Dashboard

displays customer information and provides fast navigationCommunications Toolbar displays caller’s number

Customer dashboard displays customer information

1. Receive Incoming CallSiebel Universal QueuingAllows queuing of inbound communications from different sources, such as phone, email, and the Web.

DiagramThe 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 Email Address.



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2. Review Customer Records

• Casey Cheng uses the Contacts screen to review contact activities and past service history

Use view tabs to review customer data

Used to navigate to this view

2. Review Customer RecordsDiagramThe 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)



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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

Enter SR information

Add an activity

Create a new SR and drill down

3. Create a New SRDiagramThe 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.



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4. Verify Customer Entitlement

• Casey Cheng clicks the Verify button to determine the level of service the customer is entitled to– Sets SR Commit Date based on customer Entitlements

Select an entitlement agreement

SR Commit Date is calculated

Click Verify

4. Verify Customer EntitlementVerify Best TimeThis button calculates the earliest commit time available based on customer entitlements. It may be used when a customer is covered by multiple entitlement agreements.

DiagramThe 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.



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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

Entitlement agreement

Customer is entitled to a two hour response time

EntitlementsDiagramThe 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%.



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5. Assign SR to Product Expert

• Casey Cheng manually assigns the new SR to a product expert, Gary Clark (GCLARK)– Set Owner field– SR Substatus changes from Unassigned to Assigned

Query for and select new owner

Before Assignment

After Assignment

5. Assign SR to Product ExpertDiagramThe 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.



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Assignment Options

• SRs can be assigned using one of three methods:– 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 OptionsBoth assignment with assistance and automatic assignment:

• Use Siebel Assignment Manager (discussed in a subsequent lesson)• Require special configuration



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Service Request Assigned to New Owner

• Gary Clark sees the assigned SR in his list of SRs

Assigned SR is now owned by

GCLARK

Gary Clark sees the newly created and assigned SR

Flag identifies new SRs

Service Request Assigned to New OwnerDiagramThe 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.



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6. Research Solution

• Gary Clark visits the Solutions screen to research the SR– Solutions are answers to frequently asked questions

Solution matches SR description

Query for “Printer” in Name field produces candidate solutions

6. Research SolutionDiagramThe 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."



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7. Document Work

• Gary Clark creates activities for:– Researching problem– Sending SR resolution email (next step)

• This activity log can be used in future interactions with this contact

Gary Clark adds these activities for

the SR

7. Document WorkSiebel SearchAnother powerful tool for researching problems is Siebel Search, which allows searches across the Siebel application. Search will be discussed in a subsequent lesson.

DiagramThe 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 email to the customer.



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8. Send Email to Customer

• Gary Clark sends the SR resolution in an email to the customer– Use the Communications Toolbar for outbound email, phone,

fax, pager, or wireless messaging

Use the Communications Toolbar to send email

8. Send Email to CustomerDiagramThe screenshot shows that clicking the Outbound Email button on the Communications Toolbar opens an email form with correct From, To, and Subject fields. The Send Email applet allows Gary Clark to respond to the customer from within Siebel Call Center.



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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

9. Close the SRDiagramThe 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.



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Other Call Center Features

• Other features of Siebel Call Center include:– Siebel Email Response– SmartScript– Service Analytics– Hoteling and Multi-Tenancy



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Siebel Email Response

• Siebel Email Response allows organizations to manage and respond to a high volume of incoming email– Can be used with the Communications Toolbar

• For inbound email, Email Response:– Parses key data in the email, such as sender, date, and so

on– Sends an acknowledgement– Creates an activity record for the email, using email data– Can work with Siebel Assignment Manager to automatically

assign incoming emails to the right call center agent• For outbound email, Email Response:

– Allows agents to compose email in Siebel CRM– Provides email templates to standardize responses

Siebel Email ResponseReferenceFurther information on Siebel Email Response is found in Bookshelf’s Siebel Email Response Administration Guide.

Siebel Assignment ManagerSiebel Assignment Manager is covered in a subsequent lesson.



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SmartScript

• Allows business analysts, administrators, and developers to create scripts that guide call center agents through customer interactions– Suggest products and services – Overcome objections– Address competitive issues– Make sure that service calls are handled properly

SmartScript for installing home

network

Agent uses SmartScript player to navigate through interaction

SmartScriptSmartScript is not specific to Siebel Call Center, but is quite useful in a telesales operation or call center.

DiagramThe 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.



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Service Analytics

• Provides companies with a comprehensive, up-to-date overview of customer service effectiveness

• Allows quick diagnosis of service issues

Executive dashboard shows Call Center

performance metrics

Service AnalyticsService Analytics uses Oracle Business Intelligence (Oracle BI) as the analytics engine.

DiagramThe 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.



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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– 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

— Determines data access— Agent would automatically assume appropriate role based on

inbound work items

Hoteling and Multi-TenancyMulti-tenancy and Hoteling ImplementationYou 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.



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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 emails

• 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



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Practice 7 Overview: Exploring Siebel Sales

This practice covers the following topics:• Explore a Siebel Call Center scenario



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Other Siebel CRM Features



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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• Describe how to use Siebel Search to locate information



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Siebel CRM Features

• Siebel CRM applications support:– iHelp– Universal Inbox– Reports– Audit Trail– Search



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iHelp

• 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

iHelpDiagramThe 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.



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iHelp Components

• An iHelp item may include – Navigable links to the views being discussed– Links to external sites

Clicking the view link here. . .

. . .causes the view to display

iHelp ComponentsDiagramThe 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).



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• An iHelp item may include steps and sub-steps• Many steps can be expanded to show detailed instructions

iHelp Components

Click the arrow to expand instructions

iHelp ComponentsDiagramThe screenshot shows how the curved arrow beneath some iHelp steps can be clicked to expand that step’s instructions.



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iHelp Locates Controls

• Guides a user by highlighting controls in the view being supported– Fields and buttons in iHelp text may be highlighted

iHelp Locates ControlsDiagramThe 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.



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iHelp Designer

• Represents an iHelp item’s flow and steps graphically

Graphical representation of the

iHelp item’s flowDrag and drop steps

iHelp DesignerDiagramThe 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 anddrop iHelp steps and modify step properties. Each box in the iHelp flow corresponds to a numbered iHelp item.



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iHelp Designer

• iHelp step attributes are shown in iHelp Designer’s child applet– Other data for a step are viewable via the tree applet

iHelp DesignerDiagramThe 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.



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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

A user’s Inbox may show service requests, paused tasks, and other items requiring the user’s attention

Universal InboxReference: Siebel Applications Administration Guide, “Administering and Using Inbox”.

DiagramThe 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.



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Inbox: User Activities

• Users take actions on Inbox items depending on the Inbox type

Set a priority

Perform an action (list depends on Inbox type)

Examine the Inbox history or detail of the item

Drill down on the item name for more information

Delete or Transfer an item (Availability depends on Inbox type)

Inbox: User ActivitiesDiagramThe 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.



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Inbox: Additional User Views

• The Completed Items List and Submitted Items List show submitted and completed items, respectively– 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

Closed service requests are moved to the Completed Items List in this example

Inbox: Additional User ViewsDiagramThe screenshot shows My Completed Items. This applet is read-only.



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Inbox: Administrative Views

• Application administrators use the Administration - Inbox screen to perform additional basic administration– Examine all active, submitted, or completed Inbox items– Administer Inbox types– Delete submitted items

The Administration - Inbox screen looks similar to the Inbox screen, with the exception of the All Inbox

Types view link

Administrators may delete or transfer Inbox items, if that functionality is available for

that item type

Inbox: Administrative ViewsDiagramThis 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.



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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

ReportsReference: “Generating Reports” in Siebel Reports Guide

DiagramThe 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.



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Properties of Siebel Reports

• Reports are assigned to individual views– 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



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Running a Siebel Report

1. Query for the data set2. Select the report3. Select the report type4. View or save the report

More



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1. Query For the Data Set

• Navigate to the desired view• Query for a subset of data

– Only matching records visible to the user will appear in the report

1. Query For the Data SetDiagramThe screenshot shows the Opportunities view with a subset of records displayed (the result of running a prior query to narrow down the data).



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2. Select the Report

• Click the Reports button• Select the report to be generated from the Reports menu

drop-down list

2. Select the ReportDiagramThe 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.



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3. Select the Report Type

• Select the report type– BI Publisher supports several output types

— PDF, HTML, RTF, EXCEL (available on all clients)— PPT (not available on the Mobile Web client)

• Click Submit

3. Select the Report TypeThe RTF report type allows users to edit the generated report using a word processing program.

DiagramThe 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.



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4. View or Save the Report

• After the report is generated, select whether to open or save the report

4. View or Save the ReportDiagramThe 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.



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Audit Trail

• Creates a history of changes made to Siebel data and captures:– 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 TrailReference: Siebel Applications Administration Guide: “Audit Trail”CLAUDIA CAMPOS (claudiaฺcampos@bmindฺcl) has a


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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

Entity being audited

Field acted upon

Operation on the record

Old and new values for the field

Audit Trail ExampleDiagramThe 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.



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Search

• Is a set of functionality that provides a user interface (UI) and integrates with a search engine using a Siebel Search engine adapter– 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

SearchReference: Search Administration Guide.

DiagramThe 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.



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Features of Siebel Search

• User functionality:– 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



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User Experience

• Click the Search icon to expose the search entry applet– May be clicked from any view– Searches all data that has been made available to search

Unlike queries, searches are not restricted to the current applet or business component

Click the search icon to expose/hide the search entry applet

User ExperienceDiagramThe screenshot illustrates how to create a search: click the Search icon (which looks like binoculars) on the application toolbar.



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Invoking Siebel Search

• Enter your search criteria• Optionally, choose the data source to search

– Selecting a data source other than "All" reveals additional optional search fields

• Click Go

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)

Invoking Siebel SearchDiagramThe 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



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Advanced Searches

• Click the Advanced Search link to create more 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

Advanced SearchesDiagramThe 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.



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Reviewing Results

• Search results include links to records, data sources (Siebel entities), modification dates, and search terms in bold

The data source or business component in which the record was found

Search results identify the record, show the keyword within the

record, and show the Siebel entity and modification date for the record

Search results may be saved

Reviewing ResultsSearch results may be saved and viewed again later.

DiagramThe screenshot shows search results. Each search results record has title, data source, and modification date.



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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– 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



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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



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Administering Siebel Applications



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Lesson Objectives

After completing this lesson, you should be able to:• Describe how administrative users manage Siebel data

and functionality• Identify commonly used administrative screens



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Administering Applications

• 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— Sales or service assignment policies

Administering ApplicationsSystem AdministrationIn 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.



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Siebel Administration Screens

• 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 - "

Some of the administration screens

in the Site Map

Siebel Administration ScreensAccess to Administration ScreensAllowing administrative users access to administration screens is covered in an subsequent lesson.

DiagramThe screenshot shows the Site Map and highlights some of the "Administration - " screens.



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Tour of Siebel Administrative Screens

• This lesson gives a high-level "tour" of some commonly-used 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 application-or domain-specific

— Example: The Administration - Marketing screen is used to administer Siebel Marketing

Tour of Siebel Administrative ScreensAdding Users and GroupsAdding users and organizations, which is an important administration function, is covered in subsequent lessons.



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General Administrative Screens

• Commonly-used administration screens that are used across different Siebel applications include:– Administration - Application– Administration - Data– Administration - Data Validation– Administration - Communications

General Administrative ScreensOther General Administrative ScreensThe 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.



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Administration - Application

• This screen contains views that are, in general, used to configure the behavior of Siebel facilities– Example Administration - Application functionality:

— Administer application views— 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

Administration - ApplicationReferenceMost of the views in the Administration - Application screen are documented in Bookshelf’s Siebel Applications Administration Guide.

DiagramThe 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.



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Administration - Application: Example Requirement and Solution (View Links)• 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)DiagramThe 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.



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Administration - Application: Example Requirement

• 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

Closed

Cancelled

PendingOpen

Permit only if severity is not

critical

Permitted only by call center manager

Owner must be assigned

StateTransition

Example: a Service Request’s

status

Administration - Application: Example RequirementDiagramThe 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.



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Administration - Application: Solution (State Model)

• Siebel State Model manages the state of the entity – 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

Rules for state transitions

Administration - Application: Solution (State Model)DiagramThe 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.



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Administration - Application: Example Requirement and Solution (Predefined Queries)

• Requirement: Sales managers need to query for all forecasted opportunities frequently– 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.



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Administration - Data

• Contains views used to maintain key application data, such as:– Languages, currencies, and time zones– Sales periods– Units of measurement– Values that populate drop-down lists, such as for Service

Request Status

Administration - DataDiagramThe 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.



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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– Solution: The Administration - Data > Currencies view can be

used to enter new currencies and exchange rates

Enter currencies and exchange rates

Administration - Data: Example Requirement and Solution (Currencies)CurrenciesCurrency 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.

DiagramThe 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.



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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 1– 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)DiagramThe 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.



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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:– 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 ValidationReferenceData Validation Manager is discussed in Bookshelf’s Siebel Order Management Infrastructure Guide, "Data Validation Manager".

Siebel Query LanguageIs 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.

DiagramThe 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).



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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– 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



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Administration - Communications

• This screen provides administrative access to communications channels, such as:– Incoming and outgoing email– Voice communications– Chat– Text messages– Fax

Administration - CommunicationsReferenceSiebel Communications Server is documented in the Siebel Communications Server Administration Guide.

DiagramThe 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 ViewsMany of the Administration - Communications views are used to configure and monitor Siebel application communications, and would be administered by a technical administrator.



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Administration - Communications: Example Requirement and Solution

• Requirement: A call center must provide a set of email templates for employees to use for quick, standardized replies– Solution: An administrator can create an email

communications template in Administration -Communications > All Templates

An email template, including

substitutable text

Administration - Communications: Example Requirement and SolutionDiagramThe screenshot shows an email 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.



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Special-Purpose Administrative Screens

• Administration screens that are application-specific or are domain-specific include:– Administration - Partner– Administration - Product – Administration - Pricing



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Administration - Partner

• This screen allows our company's partner administrator to enroll and manage business partners– Is part of the Siebel Partner Relationship Management

(PRM) application

Prospective partners

Administration - PartnerReferencePartner 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.

DiagramThe 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.



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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:– 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 - ProductReferenceProduct creation and maintenance is the topic of Bookshelf’s Siebel Product Administration Guide.

DiagramThe 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.



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Administration - Pricing

• This screen allows pricing administrators to create and maintain price lists and pricing rules

• Pricing rules can incorporate complex logic, such as:– Promotional prices– Volume-based discounts– Manual price overrides– Bundle pricing

— A collection of products is offered at a single price

Administration - PricingReferencePricing is the topic of Bookshelf’s Siebel Pricing Administration Guide.

DiagramThe 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.



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Lesson Highlights

• Siebel CRM applications include administration screens that allow access to administrative functionality– 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



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Practice 9 Overview: Using Administration Screens

This practice covers the following topics:• Perform administrative functions in Siebel applications



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Exploring the Siebel Architecture



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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



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Siebel Web Architecture Overview

• At a high level, the Siebel architecture consists of:– 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 Web ServerWeb Server Siebel Gateway Name Server

Database Server

Enterprise

Siebel File SystemSiebel Server(s)

Siebel Web Architecture OverviewDiagramThis 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.



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Siebel Siebel ClientsClients

Siebel Web Client

• Displays the interactive Siebel application used to manage the Siebel data

• Runs in a variety of environments– Web browsers, Wireless Markup Language (WML) devices

such as mobile phones, and personal digital assistants

Web ServerWeb Server Siebel Gateway Name Server

Database Server

Enterprise


Siebel Web ClientThe 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.

DiagramThe diagram highlights the role of the Siebel clients, which connect to the Web Server in the Siebel Web Architecture.



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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


Database Server

Enterprise


Web ServerReferenceSiebel System Requirements and Supported PlatformsSWSESiebel Web Server Extensions (SWSE) is a set of Siebel-specific functionality that allows a standard web server to process Siebel requests. Web ServersSiebel 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

DiagramThe 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.



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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


Database Server

Enterprise


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

DiagramThis diagram highlights the role of the Siebel Gateway Name Server, which is associated with a Siebel Enterprise.



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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


Database Server

Enterprise


Siebel EnterpriseThe 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.

DiagramThis 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.



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Siebel Servers

• Execute tasks to manage the business data– Programs known as server components perform specific

functions or jobs for the server– For example:

— Assign service requests to qualified technicians— Process client requests


Database Server

Enterprise


Siebel ServersThe 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.

DiagramThe 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.



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Siebel Server Architecture

• Includes:– Siebel Repository File (.SRF)– Siebel Configuration File (.CFG) and Component Parameters– Siebel Web Templates (.SWT) and Physical UI Files– Server Components

Siebel Gateway Name ServerSiebel Web Client Web Server

Enterprise

Siebel ServerSiebel Server.SRF .CFG .SWT

Server Components

Siebel Server ArchitectureReferenceSiebel System Administration Guide.

DiagramThis 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



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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


Enterprise


Server Components

Siebel Repository File (.SRF)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.

DiagramThe diagram highlights the Siebel repository file (.srf), which is associated with a Siebel Server.



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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


Enterprise

Siebel ServerSiebel Server.SRF .CFG .SWTServer Components

Siebel Configuration File (.CFG) and Component ParametersConfiguration FileThis 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.

DiagramThe diagram highlights the Siebel configuration file (.cfg), which is associated with a Siebel Server.



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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 onSiebel Gateway

Name ServerSiebel Web Client Web Server

Enterprise


Server Components

Siebel Web Templates (.SWT) and Physical UI FilesDiagramThe diagram highlights the Siebel Web Templates (.SWT) and Physical UI Files which are associated with a Siebel Server.



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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


Enterprise


Server Components

Server ComponentsDiagramThe diagram highlights Siebel server components, which are associated with a Siebel Server.



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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


Enterprise


Server Components

An AOM is a server component

Application Object Manager (AOM)Siebel Web EngineRuns 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.

DiagramThe diagram points out that an Application Object Manager (AOM) is a server component.



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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)


Database Server

Enterprise


Database ServerReferenceSee the Siebel System Requirements and Supported Platforms guide for a complete list of supported RDBMS.

Extensible SchemaThe predefined database schema is extensible.

Data ManagerGenerates the SQL to access the Database Server and passes data result sets back to the AOM.

DiagramThe diagram highlights the Database Server, which is associated with a Siebel Enterprise.



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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


Database Server

Enterprise


Siebel File SystemDiagramThe diagram highlights the Siebel File System, which is a logical file system associated with a Siebel Enterprise.



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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



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Client Access Overview

• Access to Siebel data differs based on client type:– Siebel Web and Wireless Web Clients– Siebel Handheld and Mobile Web Clients– Siebel Developer Web Client

Client Access OverviewReferenceSiebel System Requirements and Supported Platforms



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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


Database Server

Enterprise


Browser interface

Siebel Web and Wireless Web ClientsDiagramThe diagram highlights the Siebel Web Client, which has a browser interface to the Siebel Enterprise by way of a Web server.



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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 WirelessWeb Client Web ServerWeb Server Siebel Gateway

Name Server

Database Server

Enterprise


Siebel Web and Wireless Web ClientsReferenceSiebel Wireless Administration Guide

WAP ServerThis 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.

WMLWireless Markup Language – a compact HTML-like language for creating web pages for bandwidth-constrained devices, such as older mobile phones.

DiagramThe diagram highlights the Siebel Wireless Web Client, which connects to the Siebel Enterprise via a Web server.



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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

Connection with Siebel Server made during

synchronization

Siebel Handheld/Mobile Web Client

Application Object ManagerApplication Object Manager[siebel.exe][siebel.exe]

.SRF

Local database and file system

Local file

Siebel File System

Database Server

Enterprise

Siebel ServerSynchronization Mgr

Siebel Handheld and Mobile Web ClientsDisconnected ProcessingWhen 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 ConnectionSiebel database and File System are installed on each client. Applications access the client’s local database.Siebel Handheld and Mobile Web Client User InterfacesThe 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.DiagramThe 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.



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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 File System

Database Server

Enterprise

Siebel ServerServer Components

.SRFSiebel DeveloperWeb Client

Application Object ManagerApplication Object Manager[siebel.exe][siebel.exe] Local file

Local databaseand Siebel File

System

Siebel Developer Web ClientDiagramThe 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.



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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



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Practice 10 Overview: Exploring the Siebel Web Architecture

This practice covers the following topics:• Explore major parts of the Siebel Web architecture



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Securing Siebel Applications



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Siebel 8.1.x Business Analyst 11- 2


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



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Securing a Siebel Application

• The ingredients of a successful security solution for Siebel applications include:– 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

— Encrypt communications to avoid hostile monitoring— Ensure that user sessions cannot be hijacked— Support use with corporate or personal firewalls

Securing a Siebel ApplicationReferenceBookshelf’s Siebel Security Guide

Encrypting CommunicationsSiebel allows encrypting communications between the client browser and the Web server, as well as between the Web server and the Siebel server.



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Creating a Security Solution

• Siebel applications allow mapping a company's structure• This structure impacts access to views and data

– A business analyst will use data and view access requirements to specify the mapping

• A business analyst must understand how to:– Restrict access to application views– Restrict access to data– Specify the company structure mapping

View access considerationsControlling Access to Views

How to create a company structureMapping the Company Structure

Data access considerationsControlling Access to Customer Data

Security overview and conceptsSecuring Siebel Applications

TopicsLessonThis lesson

Creating a Security SolutionAccess Control LessonsThis 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.



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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

Access to ViewsAccess to views is covered in detail in a subsequent lesson.CLAUDIA CAMPOS (claudiaฺcampos@bmindฺcl) has a


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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

Views associated with the Call Center Manager

responsibility

ResponsibilityOther Responsibility DataResponsibilities 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.

DiagramThe 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.



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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



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Customer Data

• Is data related to customer interactions:– 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



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Master Data

• Includes static, authored, referential data, such as:– Products– Solutions– Literature– Resolution items– Auction items– Events– Decision issues– Competitors– Training courses– And so on



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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

Category

Master dataDoc 3Doc 2 Doc 6Doc 5Doc 4

All Products

Office Supplies

Regular High-end

Domestic GoodsDoc 1

Regular High-end

Master Data: Catalogs and CategoriesReferenceBookshelf’s Siebel Order Management Guide: “Creating and Managing Catalogs”Master DataThe 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 DataAccess 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.DiagramThe 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.



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Mapping a Company’s Structure

• Siebel applications use the following entities to represent a company's structure:– Division– Organization– Position



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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– 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)MegaCorp

Headquarters

MegaCorp Government Serv

MegaCorp Sales

Domestic Sales

Foreign Sales

Gov’tEast

Gov’tWest

Division hierarchy

DivisionA division groups people and can be assigned a shared currency. Divisions are not used to control access to data directly.

DiagramThe diagram shows an organization chart for MegaCorp Headquarters. Each block in the hierarchy is a Division.



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Organization

• Is a division that can own data– Used to restrict access to data

• Typically represents partner companies or business units in a company

Organization

DivisionMegaCorp Headquarters


MegaCorp Sales

Domestic Sales

Foreign Sales

Gov’tEast

Gov’tWest

OrganizationDiagramThe 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.



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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

– Example: MegaCorp Headquarters, Foreign Sales, and MegaCorp Government Serv can own customer records

Organization

DivisionMegaCorp

Headquarters


MegaCorp Sales

Domestic Sales

Foreign Sales

Gov’tEast

Gov’tWest

Organizationhierarchy

Has parent organization MegaCorp

Headquarters

Organization HierarchyDefault OrganizationIs 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.

DiagramThe 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.



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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



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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

DirectorGov’t Services

US Sales Mgr

Foreign Sales Mgr


MegaCorp Headquarters

Domestic Sales

Foreign Sales

Gov’tEast

MegaCorp Sales

VP Sales

Project Mgr

CEOOrganizationDivisionPosition

Division association

Position hierarchy

Gov’tWest

Position HierarchyDiagramThe 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.



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Positions and Organizations

• Each position is also associated with one and only one organization – The organization of the assigned division

DirectorGov’t Services

US Sales Mgr

Foreign Sales Mgr


MegaCorp Headquarters

Domestic Sales

Foreign Sales

Gov’tEast

Gov’tWest

MegaCorp Sales

VP Sales

Project Mgr

CEO

Organization

Division

PositionOrganization association

Positions and OrganizationsDiagramThe 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.



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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



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Primary Employee

• When there are multiple employees per position, one employee is defined as the primary employee for a position– 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

Only the primary employee is shown

Casey Cheng is the primary employee for the Call Center

Agent 1 position

Primary EmployeeDiagramThe 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.



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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



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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 PositionsQuerying for EmployeesUse the EXISTS operator on the Employees MVG to find matches for a given employee, even if that employee is not the primary.



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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:– Database authentication– Directory server authentication– Web Single Sign On

Authentication Service

SiebelDatabase

Authentication Service

Siebel Login Form

RDBMS

Authentication ManagerSecurity Adapter

Login entry

Database Authentication

Directory Server Authentication

Login verification

Web Single Sign On

Web SingleSign On

User Authentication Methods Within a Siebel EnterpriseDiagramThe 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.



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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



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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



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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



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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



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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



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Controlling Access to Views



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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



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Controlling Access to Views

• Users should see only those views required to perform their job role– Improves efficiency for the user– Improves business security by preventing unauthorized

access to sensitive or administrative viewsAdministrator’s

Site Map Sales Agent’s

Site Map

Controlling Access to ViewsDiagramThe 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.



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Job Function

• Each job function has a set of views required to complete the job– Example job functions:

— CEO— Sales manager— Sales representative— Channel Partner— Customers— And so on



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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

UsersResponsibilitiesViews

Responsibilities include one or

more views

Assign users one or more

responsibilities

ResponsibilitiesReferenceControlling access to views is documented in Bookshelf’s Siebel Security Guide: “Configuring Access Control”.UsersA 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 ResponsibilitiesA 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.DiagramThe 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.



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Responsibility Example

• The Call Center Manager responsibility includes views necessary for that job function

Views associated with the Call

Center Manager responsibility

Responsibility ExampleDiagramThe screenshot shows the Call Center Manager responsibility and a list of views associated with it.



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Views and Responsibilities

• A view can be included in one or more responsibilities

Call Center Manager and Universal Agent responsibilities share some views

Views and ResponsibilitiesDiagramThe 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.



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Screens, Views, and the Site Map

• The Site Map shows the union of all screens and views for user’s assigned responsibilities



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References to Views

• If a view is not included in a user’s responsibility:– 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



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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 ExperiencePrimary ResponsibilityEach 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.



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Read-Only Views

• Views can be specified as read-only for a responsibility

Read-Only ViewsLocal Access FlagA 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.

DiagramThe 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.



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Users and Responsibilities

• A user is assigned to one or more responsibilities

Responsibilities for Casey Cheng

Users and ResponsibilitiesDiagramThe 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.



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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 ResponsibilitiesDiagramThe screenshot shows the Administration - Application > Responsibilities view. The data shown are seed responsibilities.



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Strategies for Creating Responsibilities

Two primary approaches:• Create one responsibility per job function• Create one responsibility per group of views



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Create One Responsibility per Job Function

• Create a responsibility for each job function based on required views

• Result: More duplication of views across responsibilities

My AccountsMy ContactsMy Opportunities(and so on)

Sales Rep Responsibility Sales VP Responsibility

My Team’s AccountsMy Team’s OpportunitiesMy Team’s ActivitiesMy Team’s Contacts(and so on)

My AccountsMy ContactsMy Opportunities(and so on)

Sales Manager Responsibility

Required Views

Required Views

Required Views

All AccountsAll OpportunitiesAll ActivitiesAll Contacts(and so on)

My AccountsMy ContactsMy Opportunities(and so on)My Team’s AccountsMy Team’s OpportunitiesMy Team’s ActivitiesMy Team’s Contacts(and so on)

Create One Responsibility per Job FunctionDiagramThis 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.



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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

My AccountsMy OpportunitiesMy ContactsMy Activities

Responsibility A

Base Views

My Team’s AccountsMy Team’s OpportunitiesMy Team’s ContactsMy Team’s Activities

Responsibility B

Manager’s Views

All AccountsAll OpportunitiesAll ContactsAll Activities

Responsibility C

All Views

Create One Responsibility per Group of ViewsDiagramThe 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.



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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



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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?



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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



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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



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Controlling Access to Customer Data



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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



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Business Challenge

• Users often perform the same job functions but on different sets of data– 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



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Business Solution: Access Control

• Siebel applications allow different users to see different data based on their user ID, position, or organization within the company– 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



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Access to Customer Data

• Is managed through an employee’s User ID, Position, and Organization

Records

These employee attributes control access to data

Access to Customer DataEmployeesEmployees and the process for creating employee records are covered in the next lesson.

An Employee's OrganizationEmployees are associated with positions, each of which belongs to only one organization. In the example shown, Casey Cheng's position, HT 10 11 Call Center Agent, belongs to the PCS Technologies (HT ENU) organization.

DiagramThe 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.



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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:– My View– My Team’s View– All View– All Across My Organizations View– All Across Organizations View– Administration Views



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My View

• Displays records directly assigned to you based on either your user ID or current position– 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

My ViewCurrent PositionA 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.

DiagramThe screenshot shows the My Accounts view. Only Accounts where the user’s current position is on the Sales Team will be displayed.



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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

A manager only sees the opportunities for which the manager’s direct/indirect

reports are the primary position on the opportunity

My Team’s ViewThis 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.

DiagramThis 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.



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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:– Executives– Administrators– Agents who need to access all service requests

A service agent sees all the service requests

assigned to his or her organization

All ViewValid OwnerA record with a valid owner is one with at least one position or User ID assigned.

DiagramThe screenshot shows the All Service Requests list. All service requests assigned to a user's organization will appear in the All view.



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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



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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 ViewDiagramThe screenshot shows All Service Requests across Organizations. This view provides access to all SRs with an owner.



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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

The Accounts Administration View displays all Accounts

Administration ViewsAdministrative views and functionality were covered in a prior lesson.

DiagramThe screenshot shows the Accounts Administration view. This view displays all Accounts.



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Summary: Types of Views

Displays records directly assigned to you based on user ID or active positionMy View

Allows managers to see records assigned to their direct and indirect reports that are the primary owner based on reporting structure

My Team’s View (Manager’s View)

Displays all records associated with the user’s organizationAll View

Displays records that are assigned to the user’s organization and its child organizations

All Across My Organizations View

Display all records in the database, even those without a valid ownerAdministration Views

Displays all records in the enterprise with a valid ownerAll Across Organizations View

DescriptionViews

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.



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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



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Examples

• A user’s position may be assigned to an account that is not assigned to that user’s organization– 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

ExamplesContactsContacts also support multi-valued organization access control to support global account functionality.



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Access Properties for Common Entities

• Standard Siebel business entities built-in access properties:

ContactsAccountsOpportunities

AssetsConsumersForecasts

Organization

AccountsContactsOpportunitiesQuotes

ForecastsPosition

AssetsActivities

Service requestsExpense reports

User ID

Multi-Valued Access

Single-Valued AccessAccess Method

Team Access Control

Access Properties for Common EntitiesTeam Access ControlThis access control mechanism gives multiple positions access to data. Users are granted team access through an MVG team field, such as Account Team.

TableThis 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 (single-valued), 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 (single-valued), and Contacts, Accounts, and Opportunities (multi-valued).



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• 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 RequirementsThese 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 as-delivered Siebel application.



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• 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?



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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



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Practice 13 Overview: Controlling Access to Records

This practice covers the following topics:• Examine the access control mechanisms using the

visibility filter



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Creating the Company Structure



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Objectives

After completing this lesson, you should be able to:• Create position, division, and organization hierarchies• Create employees and users



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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



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Solution

• Siebel applications reflects a company's organizational hierarchy with organizations, divisions, and positions – Use a top-down approach to define the company structure

Galway Consultant 10

AmsterdamConsultant 2

AmsterdamConsultant 1

Galway Consultant 9

Oracle Europe

Professional Services,

Amsterdam

Professional Services, Galway

Northern Europe Consulting

Europe Consulting Mgr.

Organization

Division

Manager

Direct reports

Organization/Division Hierarchy Position Hierarchy

SolutionDiagramThe diagram shows two parallel hierarchies: the Organization and Division hierarchy for Oracle Europe, and the corresponding Position hierarchy.



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Business Analysts Define the Company Structure

• Structure should reflect:– Reporting hierarchies– Requirements for data access

• Structure consists of:– Division hierarchy– Organization hierarchy– Position hierarchy– Employees– Users



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Creating the Company Structure

• Build the company structure by creating:– Divisions– Organizations– Positions– Employees– Users



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Divisions

• Divisions reflect a functional area of the company– Identify internal and external divisions– Divisions can be geographic – Part of a division hierarchy, with parent-child relationships

Oracle Europe


Amsterdam


Northern Europe

Consulting

Divisions

DivisionsDiagramThe 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.



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Create Divisions and Division Hierarchy

• Create divisions in the Administration – Group > Internal Divisions view– Required fields are division name and currency– Be careful: Once created, divisions cannot be deleted

Create Divisions and Division HierarchyDiagramThe 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.



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Organizations

• Organizations are divisions that can own data– Create organizations based on data visibility

• Be careful: organizations cannot be deleted

Organization

Division

Child organizations

Oracle Europe


Amsterdam


Northern Europe

Consulting

OrganizationsDiagramThis 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.



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Label Some Divisions as Organizations

• Label divisions as organizations by clicking the Organization Flag check box– Be careful: This cannot be undone

Organization Flag check box

Label Some Divisions as OrganizationsDefault OrganizationDefault 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.

DiagramThe 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.



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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

GalwayConsultant 10

Amsterdam Consultant 2

Amsterdam Consultant 1

GalwayConsultant 9

Oracle Europe


Amsterdam


Northern Europe Consulting

Europe Consulting Manager

Organization

Division

Manager position

Direct reports

PositionsDiagramThis 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.



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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 PositionsDiagramThe 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.



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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

EmployeesEmployees and OrganizationsThe 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 haveOrganization = ABC North American Sales.



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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

UsersDiagramThe screenshot shows the Administration - User > Users list. Columns displayed for users are Last Name, First Name, User ID, and Responsibility.



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Editing the Company Structure

• Divisions and organizations cannot be deleted once created– Other records in the Siebel database refer to these records– Eliminates the possibility of invalid references

• Names of divisions and organizations can be modified– Do not change the name of Default Organization– Parent division and parent organization can be modified– Caution: Modifying the division hierarchy can change the

organization hierarchy• Recommended practice is not to delete positions, as they

are related to data– Deleting a position can lead to data being inaccessible

Editing the Company Structure"Lost" DataData that is inaccessible due to a deleted position can be accessed in an administration view. Recall that such views display all records.



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• Each geographic region has business line divisions (Sales Division East, Sales Division West) that need to be reflected in the application

• Viewing an organization in the application should display names and job titles for all the people in that organization

• Each employee’s position should be the same as his or her job title



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• Who needs to see what data, and what types of views do they need to see it?

• What information does the VP of each organization need access to?

• Are there records, such as opportunities, that need to be managed by more than one organization (employees and partners, for example)?

• Do common job roles in different organizations have different data access needs? – Do sales reps in all regions look at the same information?



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Lesson Highlights

• Business analysts specify a company structure based on data and view access requirements

• Organizations are specialized divisions used to limit data visibility

• Divisions represent divisions within the company • Positions are similar to job titles, and are used to

determine what data an employee can see• Employees are special users representing employees of

the company– Hold at least one position– Belong to at least one organization

• Users are individuals who log in to the application– Require responsibilities, but not positions



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Practice 14 Overview: Creating a Company Structure

This practice covers the following topics:• Create a sample organization hierarchy



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