Siebel 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

Working with 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-Insensitive and Accent-Insensitive Queries and Searches

Forcing Case-Sensitive or CIAI Queries or Searches

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

Enabling and Disabling Audit Trail

Specifying Business Components and Business Component Fields for Audit

Setting Up Read Auditing

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

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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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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

Administering 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

Using the Inbox

Taking Action on Inbox Items

Reviewing Completed Items

Reviewing Submitted Items

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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 the Inbox for Use with Remote Databases

Setting Up Inbox Approval Translations

Configuring the Toggle Applets for Inbox Views

Configuring the Category Icon for the Inbox

Configuring Action Buttons for Inbox Views

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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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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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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About Assessment Templates

Scenario for Using and Administering Assessments

Process of Administering and Using Assessments

Creating an Assessment Template

Performing an Assessment (User)

Assessing an Opportunity for Target Account Selling (End User)

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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 the 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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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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About Contacts

Scenario for Contacts

Adding a Contact

Promoting a Personal Contact to a Contact

Creating a Profile for a Contact

Adding a Contact to a Synchronization List

Assessing a Contact

Synchronizing Contact Information with External Systems

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Adobe Forms Integration

About Forms Integration

Scenarios for Forms Integration

Process of Setting Up Adobe Forms Integration

Preparing for Adobe Forms Integration Setup

Preparing the Setup for Adobe Forms Integration

Creating the Web Service for Adobe Forms Integration

Configuring the Web Service for Adobe Forms Integration

Enabling Forms Integration for Additional Applets Using Siebel Tools

Creating an Integration Object for Adobe Forms Integration

Generating an XML Schema for Forms Integration

Mapping the XML Schema to the PDF Form Using Adobe Designer

Creating the Form Record Referencing the PDF File

Generating a Form from a Record (User)

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Integration Using ASIs

About ASIs

Setting Up Account, Contact, and Household ASIs

ASI Workflow Descriptions

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Web Services

About Web Services for Microsoft Applications

About the Excel Web Service

About the Word Web Service

Seed Data for Excel and Word Web Services

Prerequisites for Connecting Templates to Siebel EAI

Process of Configuring Excel Web Service

Downloading the Template for the Excel Web Service

Connecting the Excel Template to Siebel EAI

Using the Excel Web Service

Process of Configuring Word Web Service

Downloading the Template for the Word Web Service

Connecting the Word Template to Siebel EAI

Process of Using Word Web Service to Perform a Mail Merge

Getting the Data for a Mail Merge From the Siebel Database

Refining Recipients for a Mail Merge

Refining the Message for a Mail Merge

Previewing Messages for a Mail Merge

Printing or Sending Mail Merge Messages

Logging Messages as a Siebel Activity

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About Accounts

Scenario for Accounts in Siebel Sales

Scenario for Accounts in Siebel Call Center

Creating an Account

Associating a Contact with an Account

Associating an Activity with an Account

Associating an Opportunity with an Account

Assessing an Account

Synchronizing Account Information with External Systems

Viewing Account Credit Profiles

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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

Enabling Users to Add Accounts With No Parent to the Default Hierarchy

Creating a Custom Hierarchy

Assigning a Custom Hierarchy to an Organization

Updating a Custom Hierarchy

Restoring a Custom Hierarchy

Viewing Global Accounts (User)

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Opportunity Workflows

About Opportunity Workflows

Setting Up Opportunity Notification Workflows

Activating the Opportunity Notification Workflow Processes and Policies

Rerouting an Opportunity Using Workflows

Modifying Opportunity Workflows

Setting Up the Get Manager Email

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Opportunities (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

Opportunity Charts

Generating Opportunity Reports

Setting Up Lead Sources for Opportunities

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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

Synchronizing Household Information with External Systems

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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 Asset and Profile Charts

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Real-Time Decisions

About Real-Time Decisions

Scenario for Real-Time Decisions

Process of Configuring Siebel Business Applications for Siebel RTD

Checking Prerequisites

Configuring Outbound Web Services

Configuring RTD with Siebel Views

Setting Siebel Enterprise Server Parameters

Configuring Siebel Run-Time Events

Importing Communication Configuration Seed Data

Creating JDBC Data Sources

Creating Views in the SIEBEL_OLTP Database

Creating and Populating OLAP Tables with History Data

Creating a Project for an Inline Service

Deploying an Inline Service

Customizing Call Reasons

Process of Setting Up Real-Time Offers

Defining the Campaign

Creating and Modifying Offers

Enabling Offers for RTD

Opening Decision Center for Editing

Specifying Eligibility for Offers

Adding Eligibility Rules

Updating Offer Information

Activating the Offers

Viewing RTD Performance Reports

Views for Call Center Agents

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Scenario for Categories

Adding a Category

Searching by Category

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Scenario for Competitors

Associating a Competitor with an Opportunity

Viewing Competitor Comparisons

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Signature Capture

About Siebel Signature Capture Controls

Scenario for Signature Capture

Roadmap for Implementing Signature Capture

Extending the Database for a Signature Capture Control

Registering the OCX File

Creating the Object and Class for Signature Capture

Process of Creating the Applet for Signature Capture

Creating a Form Applet

Creating a Control on the Applet

Creating a Hidden Control on the Applet

Creating Buttons for Saving and Clearing Signatures

Adding Server Script to the Applet

Adding Browser Script to the Applet

Adding the Applet to an Object

Compiling the SRF

Testing the Signature Capture Applet

Generating Reports That Contain Signatures

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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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Managing Portfolios

About the Portfolio Management Process

Scenario for Managing a Portfolio

Roadmap for Managing Portfolios

Creating a Portfolio Plan

Process of Segmenting Accounts

Assessing Current Revenues

Assessing the Future Potential of Accounts

Viewing the Portfolio Segmentation Map

Process of Analyzing the A Accounts

Process of Analyzing B, C, and D Accounts

Entering Details of the Account

Assessing Business Units and Service Units

Analyzing Selected Units

Reviewing Opportunities

Reviewing Organizational Analysis

Reviewing Marketing Events

Reviewing Partners

Reviewing Objectives and Action Plans

Performing a Manager Review of a Portfolio Plan

Adding Solutions to Portfolio Plans

Printing a Portfolio Report

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System Preferences

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Siebel Applications Administration Guide Copyright © 2009, Oracle and/or its affiliates. All rights reserved. Legal Notices.