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Scenario for Managing Contact Information

This scenario gives one example of how you might use Siebel CRM Desktop to manage contact information. You might use Siebel CRM Desktop differently, depending on your business model.

A sales representative works at High-Tech Office Expo and manages many customers, including a customer named Company Y. While at High-Tech Office Expo, the sales representative meets a new contact who is the CEO of Company X, which is a competitor of Company Y. The sales representative also encounters an old college friend who just moved to town. They trade contact information.

The sales representative creates a new contact in Microsoft Outlook and enters information about the CEO in this new contact record. While creating this contact, the representative links the contact to the existing Company X account. Next, the representative uses a scanner to scan the business card of the CEO, and then attaches the scanned image to the contact. Because the representative must share this contact with colleagues, the representative clicks the Sharing Bar. Siebel CRM Desktop then marks the contact as shared and changes the Sharing Bar to an orange color, which indicates that the contact is shared.

In the same Contacts folder, the sales representative creates a new contact for the old college friend. Because the default option does not share the contact with the Siebel Server, the contact remains private.

The sales representative must call the VP of Sales at Company Y, who is represented in the Siebel CRM data as another contact. The representative finds the contact record, and then finds the cell phone number for the contact. The contact record for the VP displays in Microsoft Outlook along with all the other contacts that the representative can normally view in the Siebel Web Client. Assume another user at High-Tech Office Expo updates the contact information for the VP. When the sales representative synchronizes, Siebel CRM Desktop displays this updated information directly in Microsoft Outlook.