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Determining How the System Will Be Used

This infrastructure planning step identifies what tasks users will perform when using the system.

Examples are completing a customer order, adding a contact, and creating a quote. Later in the planning process, you will map these tasks to specific Siebel applications and functions.

This topic is a step in Process of Infrastructure Planning.

To determine how the system will be used

  1. Define user types.

    For each business location, identify user types. Organize this list by the functional areas that participate in key business processes.

    For example, you have a call center in Denver. One of your key business processes is order creation. Two of the functional areas that participate in this business process are call center agents and product line administrators. These are two user types.

    Include application developers and integrators, system administrators, and application administrators in your list of user types.

  2. Identify tasks by user type.

    For each user type, identify all the tasks the user type will perform using the system. Start with each key business process and map its steps to tasks. This allows you to verify that business processes are being correctly automated.

  3. Identify background tasks.

    If your business operation includes background tasks, list these as well. Background tasks are those that the system performs, rather than users. These include batch processing of business data, and automated workflow processes.

  4. Estimate transaction volumes.

    For each user task, estimate average and maximum daily transaction volumes. For example, in your Denver call center there are 25 call center agents. Transaction records indicate that each agent will complete an average of 12 customer orders per day and a maximum of 20 per day. Table 4 shows an example of how you would list transaction volumes.

Table 4.  Denver Transaction Volumes
User Type
Avg. Vol./Day   
Max. Vol./Day

Call Center Agents


1. Inbound customer order



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