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Business Scenarios for Defining Integration Workflow Processes

The following business scenarios illustrate how you can automate business processes using workflow processes in combination with Business Process Administration.

NOTE:  Triggers for some business processes (for example, a button-push or workflow policy) are defined during implementation of the workflow process.

Responding to an External Request for Account Data

An external system requires account data from Siebel eCommunications. The external application calls the CUT Send Account Data workflow process using the available Siebel object interfaces. The CUT Send Account Data workflow process triggers the CUT Get Account Data subprocess. It retrieves the data from Siebel eCommunications using the workflow process as an API.

The workflow process used to perform this scenario is CUT Send Account Data along with the subprocess CUT Send Account Data.

Sending Account Data to an External System

An end user creates or modifies a customer account record in Siebel eCommunications, and this information is communicated to a back-office system.

The workflow process used to perform this scenario is CUT Send Account Data.

Receiving Account Data from an External System

The customer account data has been modified in a back-office system and must be updated in Siebel eCommunications.

The workflow process used to perform this scenario is CUT Receive Account Data.

Responding to an External Request for Service Profile Data

An external system requires service profile data from Siebel eCommunications. The external application calls the CUT Send Service Profile workflow process directly, using the available Siebel object interfaces. The CUT Send Service Profile workflow process triggers the CUT Get Service Profile subprocess. It retrieves the data from Siebel eCommunications using the workflow process as an API.

NOTE:  A service profile contains the same information found on the Installed Assets view of the Accounts screen.

The workflow process used to perform this scenario is CUT Send Service Profile Data along with the subprocess CUT Get Service Profile Data.

Synchronizing Service Profile Data with an External System

End users create or modify a service profile in Siebel eCommunications, and the profile data must be synchronized with one or more back-office systems.

The workflow process used to perform this scenario is CUT Send Service Profile Data.

Synchronizing External Service Profile Data

End users create or modify a service profile in an external application, and the profile data is synchronized with Siebel eCommunications.

The workflow process used to perform this scenario is CUT Receive Service Profile Data.

Responding to an External Request for Sales Order Data

An external system requires sales order data from Siebel eCommunications. The external application calls the CUT Get Sales Order Data workflow process directly, using the available Siebel object interfaces. It retrieves the data from Siebel eCommunications directly, using the workflow process as an API.

The workflow process used to perform this scenario is CUT Get Sales Order Data.

Sending Sales Order Data to an External System

End users create a sales order in Siebel eCommunications, and the order data is sent to one or more back-office systems.

The workflow process used to perform this scenario is CUT Send Sales Order Data.

Receiving Sales Order Data from an External System

The sales order has been acted upon by one of the back-office systems and must be updated in Siebel eCommunications.

The workflow process used to perform this scenario is CUT Receive Sales Order Data.

Responding to an External Request for Work Order Data

The external system requires work order data. The external application calls the CUT Get Work Order Data workflow process using the available Siebel object interfaces. It retrieves the data from Siebel eCommunications directly, using the workflow process as an API.

The workflow process used to perform this scenario is CUT Get Work Order Data.

Sending Work Order Data to an External System

End users create a work order in Siebel eCommunications, and the order data is sent to one or more back-office systems.

The workflow process used to perform this scenario is CUT Send Work Order Data.

Receiving Work Order Data from an External System

The work order has been acted upon by one of the back-office systems and must be updated in Siebel eCommunications.

The workflow process used to perform this scenario is CUT Receive Work Order Data.

Responding to an External Request for Trouble Ticket Data

The external system requires trouble ticket data. The external application calls the CUT Get Trouble Ticket Data workflow process using the available Siebel object interfaces. The external application retrieves the data from Siebel eCommunications directly, using the workflow process as an API.

The workflow process used to perform this scenario is CUT Get Trouble Ticket Data.

Sending Trouble Ticket Data to an External System

A trouble ticket is created by a customer through a Siebel eCommunications customer application or through a phone call to a CSR. After it is entered, trouble ticket data is sent to a back-office system using the CUT Send Trouble Ticket Data workflow process.

NOTE:  Customers have different requirements, and only certain types of trouble tickets must be sent to back-office systems. Some trouble tickets can be managed entirely within Siebel eCommunications. The supporting integration process is designed for trouble tickets that are sent to the back office. During implementation of a workflow process, the trigger must be implemented in such a way that the workflow process is only invoked for trouble tickets that are sent to the back office.

The workflow process used to perform this scenario is CUT Send Trouble Ticket Data.

Receiving Trouble Ticket Data from an External System

A trouble ticket is created in a back-office system. The trouble ticket record is sent by the back-office system to Siebel eCommunications using the CUT Receive Trouble Ticket workflow process, allowing call center representatives to access externally generated trouble tickets. Updates to trouble tickets stored in a back-office system can also be sent to Siebel eCommunications by this mechanism.

The workflow process used to perform this scenario is CUT Receive Trouble Ticket Data.

Receiving Fraud Alert Data

A fraud alert record is created in a back-office system and sent to Siebel eCommunications using the CUT Receive Fraud Alert Data workflow process. Updates to fraud alert information stored in the back-office system are communicated to Siebel eCommunications in the same way, allowing CSRs to see the latest information about externally generated alerts.

The workflow process used to perform this scenario is CUT Receive Fraud Alert Data.

Receiving Credit Alert Data

A credit alert record is created in a back-office system and sent to Siebel eCommunications using the CUT Receive Credit Alert Data workflow process. Updates to credit alert information stored in the back-office system are communicated to Siebel eCommunications in the same way, allowing CSRs to see the latest information about externally generated alerts.

The workflow process used to perform this scenario is CUT Receive Credit Alert Data.

Synchronizing Phone Number Data with an External System

End users create or modify a phone number in Siebel eCommunications, and the phone number is synchronized with one or more back-office systems using the CUT Send Phone Number Data workflow process.

NOTE:  This process describes the exchange of phone number data. It is assumed that the phone number data are stored as Assets in the Siebel database. This process can be applied to any Asset data.

The workflow process used to perform this scenario is CUT Send Phone Number Data.

Synchronizing External Phone Number Data with Siebel eCommunications

End users create or modify a phone number in an external application, and the phone number data is synchronized with Siebel eCommunications using the CUT Receive Phone Number Data workflow process.

The workflow process used to perform this scenario is CUT Receive Phone Number Data.

NOTE:  This process describes the exchange of phone number data. It is assumed that the phone number data are stored as Assets in the Siebel database. This process can be applied to any Asset data.

Responding to an External Inquiry for Phone Number Data

The external system requires phone number (asset) data. The external application calls the CUT Get Phone Number Data workflow process using the available Siebel object interfaces. The external application retrieves the data from Siebel eCommunications using the workflow process as an API.

The workflow process used to perform this scenario is CUT Get Phone Number Data.

NOTE:  This process describes the exchange of phone number data. It is assumed that the phone number data are stored as Assets in the Siebel database. This process can be applied to any Asset data.


 Siebel eCommunications Guide 
 Published: 23 June 2003