Bookshelf v7.5: Business Functions of Screen Tabs in Siebel eCommunications

The Siebel eCommunications and Siebel eMedia interfaces include procedure-specific screens. Some screens are used exclusively by administrators. Table 4 lists the most frequently used Siebel eCommunications and Siebel eMedia screens and the functions of the views in those screens.

Table 4. Siebel eCommunications and Siebel eMedia Screens
Screen	Functions	For More Information
Accounts	Create, view, and update accounts. Set up and maintain account hierarchies. Define and maintain account profile information. Query customer bills. Record bill payments, repayment plans, and adjustments.	See Accounts, Profiles, and Billing in this guide
Activities	Track personal activities and view activities for other team members. Track the progress of accounts, trouble tickets, service requests, interactions with contacts, and opportunities.	See Siebel Call Center User Guide
Agreements	Create, generate, modify, approve, and track agreements.	See Agreements and Entitlements in this guide
Assets	Manage information about products sold to accounts.	See Siebel Field Service Guide
Audit Trail	Creates a history of the changes that have been made in Siebel eCommunications and Siebel eMedia.	See Applications Administration Guide
Briefings	Gather and format information from a number of different sources, both inside and outside your company, including the World Wide Web.	See Siebel eBriefings Administration Guide
Calendar	Create and display activities (including to-do activities) and share calendar information with co-workers.	See Fundamentals
Campaigns	Manage outbound communications with prospects targeted for a particular marketing effort.	See Applications Administration Guide
Contacts	Record and track business and personal contact information associated with an account, an opportunity, a trouble ticket, or service request.	See Contacts in this guide
Credit Management	Manage and monitor customer credit issues. Share data with third-party credit management applications.	See Credit Management in this guide
Entitlements	Associate entitlements with accounts, contacts, and products. Determine a customer's eligibility for service under its entitlements.	See Agreements and Entitlements in this guide
Expense Reports	Manage expense-report information for your own expenses, or your team's expenses.	See Applications Administration Guide
Forecasts	Create business forecasts based on opportunities or products.	See Applications Administration Guide
Fraud Management	Manage and monitor customer fraud issues. Share data with third-party fraud management applications.	See Fraud Management in this guide
Literature	Display company- and industry-related literature cataloged by the Siebel administrator.	See Applications Administration Guide
Opportunities	Manage sales opportunities for business and residential customers.	See Opportunities in this guide
Orders	Create sales orders and track their status. Generate order summaries.	See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Industry Applications
Premises	Create and maintain premises. Track service points, customer premise equipment, and meters associated with a premise.	See Premises in this guide
Products	Display products, product lines, product features, and price lists.	See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Industry Applications
Quality	Manage information about adverse events or reactions related to products.	See Applications Administration Guide
Quotes	Create, view, and update quotes. Update opportunities and configure solutions for quotes.	See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Industry Applications
Service Requests	Create, display, and update customer requests for information about or assistance with products or services.	See Service Requests and Trouble Tickets in this guide
SmartScripts	Define the application workflow for an interactive situation in a script. These interactive situations could include inbound communications (such as customer service) and outbound contacts (such as telemarketing).	See Siebel SmartScript Administration Guide
Solutions	Search, organize, and add to a knowledge base of answers to service requests and trouble tickets.	See Siebel Field Service Guide
Trouble Tickets	Create, display, and update customer requests for information about or assistance with products or services.	See Service Requests and Trouble Tickets in this guide
Work Orders	Manage the work components associated with activating or turning off service for a customer.	See Work Orders in this guide