Siebel E-Support Administration Guide

What's New in This Release

Back to top

Overview of Siebel E-Support

About Siebel E-Support

Siebel E-Support Functionality

Major Features of Siebel E-Support

User's View of Siebel E-Support

The Service Representative's View of Siebel E-Support

Comparisons of Siebel E-Support to Siebel eService

Application Features

User Interface Characteristics

Web Sites Administration

Registration for Access

Product Search

Service Requests Management

Application Security for Siebel E-Support

Back to top

Setting Up and Administering Siebel E-Support

Roadmap for Setting Up Siebel E-Support

Process of Setting Up Service Requests

Specifying Service Request Area Mappings

Defining the Service Request Area Images

Defining the Service Request Page Template Mappings

Specifying the Service Request Process Train

Configuring Service Request File Attachment Capacities

Setting Up Price Lists

Service Request Area, Sub-Area, and Process Train Reference

Process of Setting Up Service Request Notifications

Creating a Workflow Policy Action

Creating a Workflow Policy Group

Creating a Workflow Policy

Creating a Workflow Monitor Component Definition

Generating Workflow Policy Triggers

Starting the Workflow Monitor Components

Creating a Communications Profile

Attaching the Communications Profile to Email Manager

Process of Setting Up the Branch Locator

Linking to an External Mapping Site

Adding Divisions for Branch Locations

Adding Branch Locations

Flushing the Branch Cache Component

Tasks for Configuring the Contact Us Features

Specifying the Recipient Email Address

Specifying the Email Subject Format

Setting Up Chat for Siebel E-Support

Setting Up Siebel Email Response

Setting Up Contact Center Anywhere Email Response

Process of Managing Siebel E-Support Surveys

Entering Survey Questions in Siebel Marketing

Setting Up Surveys in Siebel Marketing

Displaying Surveys in Siebel Self-Service Applications

Setting Up Multi-Language Support for Surveys

Displaying Survey Responses in Siebel Marketing

Disabling Surveys in Siebel E-Support

Process of Setting Up Siebel E-Support with Siebel Solutions

Setting Up the Knowledge Base-Related LOV

Creating Solutions

Associating Resolution Documents with Solutions

Associating Related Solutions with a Solution

(Optional) Adding a File Format to the Knowledge Base Display

Process of Setting Up Background Application Functions

Activating the Self-Service Web Services

Confirming the Self-Service Workflows Are Running

Activating Siebel Search

Adding a Responsibility and Assigning Permissions

Configuring the State Field for Addresses

Adding Accounts to a Self-Service Organization

Adding Activities to a Service Request

Enabling or Disabling Application-Specific Features

ENABLE Parameter Settings

Effects of ENABLE Settings on Other Application Settings

Effects of ENABLE Settings on Third-Level Menus

Effects of ENABLE Settings on Features

Custom Configurations and ENABLE Settings

Back to top

Application and Site Settings for Siebel E-Support

About Application, Site, and System Settings

Roadmap for Defining Application and Site Settings

Process of Managing Application Settings

Managing Page Template Application Settings

Managing Read-Only Application Settings

Managing Siebel E-Support Application Settings

Process of Managing Site Settings

Adding, Deleting and Modifying Self-Service Sites

Managing General Site Settings

Managing Siebel E-Support Site Settings

Copying Site Settings

Managing System Settings

Back to top

Performing User Management in Siebel E-Support

About Self-Service User Management

About Self-Service Users

About Self-Service Responsibilities and Permissions

Process of Setting Up Organizations for Siebel E-Support

Registering an Organization in Siebel E-Support

Adding Accounts to an Organization

Adding Addresses to an Organization Account

Adding Contacts to an Organization Account

Ongoing Tasks for Managing Organizations in Siebel E-Support

Setting Up User Access Control in Siebel E-Support

Updating Account Contacts in Siebel E-Support

Approving or Rejecting Self-Registered Users in Siebel E-Support

Tasks for User Registration in Siebel E-Support

Registering as a New User for a New Account in Siebel E-Support

Registering as a New User of an Existing Account in Siebel E-Support

Registering as a New Contact of an Organization in Siebel E-Support

Registering as an Existing Contact of an Organization in Siebel E-Support

Ongoing Tasks for User Profile Management in Siebel E-Support

Updating Personal Information in Siebel E-Support

Adding Payment Methods to a Profile in Siebel E-Support

Editing a Profile Payment Method in Siebel E-Support

Viewing Profile Payment History in Siebel E-Support

Adding an Address to a Profile in Siebel E-Support

Editing a Profile Address in Siebel E-Support

Resetting a Password in Siebel E-Support

Resetting a Security Question in Siebel E-Support

Resetting a Forgotten Password in Siebel E-Support

Permissions and Responsibilities Mapping Reference for Siebel E-Support

User Interface Access Permissions for Siebel E-Support

Data Access Permissions for Siebel E-Support

Products and Orders Access Permissions for Siebel E-Support

Functionality Access Permissions for Siebel E-Support

Back to top

Integrating Siebel E-Support with Third-Party Applications

About Integrating Siebel E-Support with Third-Party Knowledge Management

Process of Integrating Siebel E-Support with Third-Party Knowledge Management

Substituting Sample Third-Party View Objects for Siebel Solutions View Objects

Creating View Objects and Adding Substitution Rules

Establishing a Connection to the Knowledge Management System

Back to top

Migrating from Siebel eService to Siebel E-Support

About Migrating from Siebel eService to Siebel E-Support

Tasks for Migrating from Siebel eService to Siebel E-Support

Assigning New Siebel E-Support Responsibilities to Existing Users

Adding Custom Responsibilities to Siebel E-Support

Back to top

Using Siebel E-Support

About Using Siebel Self-Service Applications

Process of Accessing Siebel Self-Service Applications

Selecting a Deploying Company Site

Logging In to the Self-Service Application

Viewing Your Account Overview

Logging Out of the Self-Service Application

Process of Accessing the Knowledge Base

Selecting from Lists of Top Knowledge Base Items

Querying for Knowledge Base Items

Browsing Knowledge Base Items

Viewing Knowledge Base Items

Tasks for Finding and Contacting a Deploying Company

Looking Up Deploying Company Locations

Initiating a Web Chat Session

Submitting Feedback for a Chat Session

Sending an Email to the Deploying Company

Tasks for Looking Up Products, Assets, and Orders

Browsing the Product Database

Viewing Assets

Looking Up Orders

Processes of Logging a Service Request

Initiating a Service Request by the Long Process

Viewing Knowledge Base Articles for a Service Request

Verifying Service Request Contact Information

Adding Attachments to a Service Request

Reviewing and Submitting a Service Request by the Long Process

Initiating a Service Request by the Short Process

Reviewing and Submitting a Service Request by the Short Process

Tasks for Viewing and Updating Service Requests

Looking Up Service Requests

Viewing Solutions for a Service Request

Managing a Service Request

Closing and Reopening a Service Request

Submitting Feedback for a Service Request

Back to top

Single Sign-On for Siebel Self-Service Applications

About Single Sign-On

Tasks for Managing Single Sign-On

Viewing the SSO Settings

Setting Up SSO

Back to top

Workflow Reference for Siebel E-Support

About Siebel Self-Service Applications Workflows

Siebel Self-Service Applications Registration and Notification Workflows

SelfServiceRegistration Workflow

SelfServiceRegistration - UpdateUser Workflow

SelfServiceTemplateEmail Workflow

SelfServiceSmtpEmail Workflow

SelfServiceRegistration - UpdateContactForOrgId Workflow

SelfServiceRegistration - UpdateAccountForOrgId Workflow

Siebel Self-Service Applications Registration Approval Workflows

Self Service Registration - Enrollment Approval - Main Workflow

Self Service Registration - Get Inbox Context Workflow

SelfServiceRegistration - PostApproval - Activate Workflow

SelfServiceRegistration - PostApproval - Activate Contact Workflow

SelfServiceRegistration - PostApproval - Activate Account Workflow

SelfServiceRegistration - PostRejection - InActivate Workflow

SelfServiceRegistration - PostRejection - InActivate Contact Workflow

SelfServiceRegistration - PostRejection - InActivate Account Workflow

SelfServicePostLoginProcess Workflow

Back to top

Managing Application Submissions for Social Services

About Application Submissions

Process of Configuring Application Submissions

Preparing for Adobe Forms Integration

Configuring the Web Service for Adobe Forms Integration

Creating an Integration Object for Adobe Forms Integration

Mapping the XML Schema to the Form

Creating the Form Record Referencing the PDF File

Configuring Rejection Reasons for Application Updating

Process of Managing Applications

Registering on a Self-Service Web Site for Siebel Public Sector

Locating a Form

Submitting an Application

Updating a Saved Application

Viewing Applications

Resubmitting an Application

Back to top