Bookshelf v7.5: Introduction

This guide provides an overview of Siebel eService and its use from an employee and customer perspective. The primary focus of this guide is to provide configuration and administration instructions for Siebel eService.

This book will be useful primarily to people whose title or job description matches one of the following:


Call Center Administrators	Persons responsible for setting up and maintaining a Call Center. Duties include designing and managing Computer Telephony Integration (CTI), and SmartScripts. Also persons responsible for message broadcasts.
Database Administrators	Persons who administer the database system, including data loading, system monitoring, backup and recovery, space allocation and sizing, and user account management.
Marketing Administrators	Persons responsible for setting up and maintaining a marketing department. Duties include designing and managing campaigns, product marketing information, and product distribution lists.
Siebel Application Administrators	Persons responsible for planning, setting up, and maintaining Siebel applications.
Siebel Application Developers	Persons who plan, implement, and configure Siebel applications, possibly adding new functionality.
Siebel System Administrators	Persons responsible for the whole system, including installing, maintaining, and upgrading Siebel applications.