Applications Administration Guide
What's New in This Release
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Getting Started
Getting Started Prerequisites
Starting the Application for the First Time
Entering License Keys
Selecting a Data Source
About Seed Data
Summary of Applications Administration Tasks
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Initial Setup
About Initial Setup
Summary of Initial Setup Tasks
Adding Views to the Application
Completing Employee Setup
Assigning Skills
Setting Up Locales
Setting Up Satmetrix Survey Reports
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Ongoing Application Administration Tasks
Setting System Preferences
Setting Up Predefined Queries
Enabling Cancel Query
Setting Up Currencies
Setting Up Currency Conversion
Setting Up Expense Types
Setting Up Payment Terms
Setting Up Periods
Specifying Telephone Formats
Setting Up Pager Companies
About Date Formats
Setting Up ZIP Codes
Administering Global Time Zone Support
Setting Up Email, Fax, and Mail Accounts (Contact Us)
Setting Up Industries
Setting Up Languages
About Case Sensitivity
Enabling Application-Wide Case Insensitivity
Enabling AOM Case Insensitivity
Enabling Field-Specific Case Insensitivity
Adding Web Browser Capabilities
Adding Additional Web Browsers
Administering Quick Fill Templates
Setting Up Default View Links for Screen Home Pages
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Working with Lists of Values
About Lists of Values
Adding a New Value to an Existing List of Values
Clearing the Cache
List-of-Values Fields
Modifying a List of Values
Inactivating a Value in a List of Values
Constrained Lists of Values
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Audit Trail
About Audit Trail
Audit Scope
Audit Trail Content
Audit Trail Constraints
Audit Trail for Siebel Remote and Siebel Replication Users
Process of Configuring and Using Audit Trail
Configuring Audit Trail in Siebel Tools
Specifying Business Components and Business Component Fields for Audit
Specifying Parent-Child Associations for Audit
Specifying Audit Trail Restrictions
Verifying Audit Trail Configuration
Viewing Audit Trail Records
Linking Audit Trail to a Business Component
About the Audit Trail Engine Business Service
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Creating and Administering iHelp
About iHelp
Scenario for Administering iHelp
Process of iHelp Administration
Creating iHelp Item Records
Designing iHelp
Clearing the iHelp List Cache
Activating, Revising, and Deactivating iHelp Items
Translating iHelp Items
Importing and Exporting iHelp Items
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Message Broadcasting
About Message Broadcasting
Scenario for Administrating Message Broadcasting
Process of Message Broadcasting
Enabling and Disabling Message Broadcasting
Creating a Message Broadcast
About Automatically Updating Message Broadcasting Text
Configuring Message Broadcast Caching
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Alerts
About Alerts
Scenario for Using Alerts
Creating Alerts
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Administering and Using Inbox
About the Inbox
Scenarios for Administering and Using the Inbox
Process of Administering and Using the Inbox
Reviewing All Inbox Items
Deleting Inbox Items
Setting Expiration Dates and Due Dates for Inbox Items
Changing the Destination View for an Inbox Type
Changing Inbox Downloading to Remote Databases
Adding Inbox Translations
Taking Action on Inbox Items (End User)
Reviewing Completed Items (End User)
Reviewing Submitted Items (End User)
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Configuring the Inbox
Process of Setting Up and Configuring Inbox
Planning for Inbox Configuration
Creating Inbox Items
Creating Inbox Types
Setting Up Inbox Links to Views and SmartScripts
Setting Up Inbox Actions
Configuring Inbox for Use with Remote Databases
Setting Up Inbox Approval Translations
Configuring the Toggle Applets for Inbox Views (in Siebel Tools)
Configuring the Category Icon for the Inbox (in Siebel Tools)
Configuring Action Buttons for Inbox Views (in Siebel Tools)
Setting the Log File for Troubleshooting
Universal Inbox Business Service Methods
CreateInboxEx Method
CreateInbox Method
CreateInboxItem Method
CreateInboxOwner Method
IsInboxItemExisted Method
GetInboxItemInfo Method
GetInboxParamInfo Method
GetInboxOwnerInfoEx Method
GetInboxOwnerInfo Method
SetInboxParamInfo Method
UpdateInboxItemInfo Method
DeactivateInboxItem Method
DeactivateInboxOwner Method
UpdateInboxOwnerInfo Method
DeleteInboxItem Method
Initialize Method
RouteInboxItem Method
Examples of Inbox Triggers
Sample Workflow for Assigning Service Requests and Creating Inbox Items
Sample Workflow to Synchronize Status for Service Requests and Inbox Items
Sample Workflow to Update Inbox Items for Status Changes Made in the Inbox Detail View
Inbox Trigger Used in ESS
Inbox Trigger Using Server Script
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Messages
Scenario for Setting Up Messages
Process of Setting Up and Using Messages
About Using Messages
Setting Up Messages
About Email and Screen Alerts
Creating a New Message (End User)
Setting Up Single and Recurring Alerts (End User)
Viewing Messages (End User)
Sorting Messages by Intervals (End User)
Sending a Message Using Email (End User)
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Activities
About Activities
Creating Activities (End User)
Working with Others' Activities (End User)
Delegating an Activity (End User)
Viewing Activities Associated with Another Record Type (End User)
About Configuring Owner and Employee Fields for Activities
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Activity Plans and Sales Methods
About Activity Templates and Activity Plans
About Sales Methods
Scenarios for Activity Plans
Process of Administering and Using Activity Plans
Defining a Sales Methodology
About Activity Assignment
Creating an Activity Template
Creating TAS Customer Milestone Templates in a Localized Application
Deleting an Activity Template
Setting a Default Sales Methodology (End User)
Using an Activity Plan (End User)
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Assessments
About Assessment Templates
Scenario for Using and Administering Assessments
Process of Administering and Using Assessments
Creating an Assessment Template
Performing an Assessment (End User)
Assessing an Opportunity for Target Account Selling (End User)
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Calendar
About Calendar Resources
About Calendar Access
Scenarios for Calendar Administration
Process of Calendar Administration
Setting Up Resources
Adding and Modifying Calendar Access
Deleting Calendar Access
Configuring the Calendar Alarm
Setting Alarm Manager Load Frequency
Setting Retroactive Alarms
Configuring the Calendar
Displaying Start and End Times for Calendar
Displaying Fields, Colors, Drilldowns, and ToolTips
Specifying Day Summary ToolTip
Showing and Hiding User Interface Components
Changing User Interface Strings
Changing Date Display Format
Changing First Day of the Week
Overriding User Preferences
Enabling and Disabling Calendar Editing
Using Special Date Markers
Specifying Extra Business Components
Dragging-and-Dropping Records from Other Applets into the Calendar
Changing Controls in the Calendar Detail View
Showing or Hiding Side Applets on the Life Sciences Calendar
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State Models
About State Models
Scenario for State Models
Process of Setting Up State Models
Configuring Business Components for State Models
Creating State Models and State Transitions
Activating State Models
Configuring Child Modification for State Models
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Literature
About Literature
About Setting Up Literature Files
Creating and Modifying Literature Files
Creating Literature Records
Creating Translation Records
Creating Literature Item Kits
About Making Literature Visible to Users
Sharing Literature Through the Products Screen
Sharing Literature Through the Competitors Screen
Sharing Literature Through the Decision Issues Screen
Sharing Literature Through the Correspondence Screen
Sharing Literature Through eBriefings
Sharing Literature Through Literature or Infocenter
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Global Target List Management
About Global Target List Management
Scenario for Global Target List Management
Process of Global Target List Management
Creating Target Lists by Querying (End User)
Editing Target Lists (End User)
Creating Target Lists By Combining Lists (End User)
Applying Target Lists (End User)
Creating Activities From Target Lists (End User)
About Configuring Target Lists
Setting Up Data Map Object "Activity Templates" for Target Lists
About Workflows for Global Target List Management
Configuring Global Target List Management to Create Activities Asynchronously
Enabling Application of Target Lists on an Applet
Enabling Saving of Target Lists in an Applet
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D&B Integration
About D&B Data
Business Scenarios for D&B
About the D&B D-U-N-S Number
Process of Integrating D&B Data
Obtaining D&B Data
Loading D&B Data
Loading D&B Data Using Sample Scripts
About Siebel Update Server Components
Running the Siebel Update Server Components
Setting Up the Symbolic URL for Access to the D&B Database
Configuring D&B Integration
Field Mappings for Configuration of D&B Integration
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D&B Integration (End User)
Accessing Company Data and Reports with D&B
Viewing D&B Aggregate Data for a Company
Promoting a D&B Account
Creating a Prospect List from D&B Data
Viewing a D&B Report
Using Global Integration to Add New D&B Accounts
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Contacts
About Contacts
Scenario for Contacts
Adding a Contact
Associating a Contact with an Account
Associating a Contact with an Opportunity
Associating Attachments with a Contact
Promoting a Personal Contact to a Sales Contact
Creating a Profile for a Contact
Adding a Contact to a Synchronization List
Updating Contact Information in External Systems
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Integration Using ASIs
About ASIs
Setting Up Account, Contact, and Household ASIs
ASI Workflow Descriptions
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Using Accounts in Siebel Sales
Scenario for Accounts
Creating an Account
Associating a Contact with an Account
Associating an Account with an Activity
Associating an Account with an Opportunity
Performing Account Assessments
Updating Account Information in External Systems
Viewing Account Credit Profiles
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Using Accounts in Siebel Call Center
Managing Business Data with the Accounts Screen
Scenario for Accounts
End-User Procedures for Accounts
Creating an Account
Adding Contacts to an Account
Sending Account Information to an External System
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Global Accounts
About Global Accounts
Scenario for Using and Administering Global Accounts
Process for Using and Administering Global Accounts
Generating a Default Hierarchy
Creating a Custom Hierarchy
Assigning a Custom Hierarchy to an Organization
Updating a Custom Hierarchy
Viewing Global Accounts (End User)
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Opportunities
About Opportunity Workflows
Setting Up Opportunity Notification Workflows
Setting Up the Communications Profile
Activating the Opportunity Notification Workflow Processes and Policies
Rerouting an Opportunity
Modifying Opportunity Workflows
Setting Up the Get Manager Email
Opportunity Audit Trail
Setting Up Lead Sources for Opportunities
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Opportunities (End User)
About Opportunities
Scenario for Opportunities
Opportunities Processes and Procedures
About Opportunities Lead Assignment
About Lead Response
About Lead Qualification, Sales Methods, and Stages
Creating an Opportunity
Changing the Primary Sales Team Member
Monitoring Significant Opportunity Transactions
Assessing an Opportunity
Viewing Decision Issues for an Opportunity
Associating a Contact with an Opportunity
Activities Associated with an Opportunity
Associating a Product with an Opportunity
Creating a Quote from an Opportunity
Creating an Organization Analysis
Adding Attachments and Notes to Opportunities
Opportunity Charts
Generating Opportunity Reports
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Households
Household Contact Tracking
Scenario for Households
End-User Procedures for Households
Adding a Household Record
Adding Contacts to a Household
Adding Activities to Household Records
Storing and Viewing Information About Households
Sending Household Information to an External System
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References
Scenario for References
Managing Accounts and References
Designating an Account as a Reference
Associating an Activity with a Reference
Associating a Contact with a Reference
Associating an Attachment with a Reference
Adding a Reference Activity to the Calendar
Adding a Note to a Reference
Adding Profile Information to a Reference
Searching for References
Viewing Reference Assets and Profiles Charts
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Categories
Scenario for Categories
Adding a Category
Searching for a Category
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Competitors
Scenario for Competitors
Associating a Competitor with an Opportunity
Viewing Competitor Comparisons
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Decision Issues
Scenario for Decision Issues
Creating Decision Issues
Associating Decision Issues with an Opportunity (End User)
Adding Decision Issues Details (End User)
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Enterprise Selling Process
About Enterprise Selling Process
Using ESP Methodology to Manage Accounts
Scenario for Enterprise Selling Process
Process of Enterprise Selling
Adding ESP Business Unit and Service Unit Information
Adding ESP Business and Service Unit Offerings
Conducting an ESP Organizational Analysis
Charting the Organization's Reporting Structure
Adding Partners for ESP Analysis
Viewing the BU/SU Offering Summary
Adding ESP Objectives
Adding ESP Account Plan Highlights
Viewing an ESP Manager's Review
Generating ESP Account Plan and Account Map Reports
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Target Account Selling
Using Target Account Selling to Manage Opportunities
Scenario for Target Account Selling
Process of Target Account Selling
Completing a TAS Overview
Assessing an Opportunity
Developing Strategy with TAS Competitive Analysis
Conducting an Organizational Analysis
Developing a Relationship Strategy
Adding Customer Milestones
Viewing PRIME Activities
Adding Notes
Creating TAS Opportunity Plan and Initial Plan Reports
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Strategic Selling
Using Strategic Selling to Support the Sales Process
Scenario for Strategic Selling
Process of Strategic Selling
Meeting the Single Sales Objective
Adding Buying Influences Information
Adding Position Summary Information
Adding Possible Actions
Viewing and Adding Best Actions
Creating a Blue Sheet Report
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System Preferences
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