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Siebel Applications Administration Guide
What's New in This Release
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Getting Started
Requirements for Getting Started
Starting the Siebel Application for the First Time
Entering License Keys
Selecting a Data Source
About Seed Data
Summary of Application Administration Tasks
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Initial Setup
About Initial Setup
Process of Implementing Initial Setup
Adding Views to the Siebel Application
Completing Employee Setup
Assigning Skills
Setting Up Locales
Setting Up Satmetrix Survey Reports
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Ongoing Application Administration Tasks
About Setting Defaults in a Siebel Application
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
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
Deactivating a Value in a List of Values
Constrained Lists of Values
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Siebel Audit Trail
About Siebel Audit Trail
Audit Scope
Siebel Audit Trail Content
Siebel Audit Trail Constraints
Siebel Audit Trail for Siebel Remote and Siebel Replication Users
Process of Configuring and Using Siebel Audit Trail
Enabling and Disabling Siebel Audit Trail
Specifying Business Components and Business Component Fields for Audit
Setting Up Read Auditing
Specifying Parent-Child Associations for Audit
Specifying Siebel Audit Trail Restrictions
Verifying Siebel Audit Trail Configuration
Viewing Audit Trail Records
Linking Siebel Audit Trail to a Business Component
Decoding the Audit Log File
Importing Siebel Audit Trail with Enterprise Integration Manager
Customizing Siebel Audit Trail
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Creating and Administering iHelp
About iHelp
Scenario for Administering iHelp
Process of Administering iHelp
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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Alerts
About Alerts
Scenario for Using Alerts
Creating Alerts
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Message Broadcasting
About Message Broadcasting
Scenario for Administrating Message Broadcasting
Process of Administering Message Broadcasting
Enabling and Disabling Message Broadcasting
Creating a Message Broadcast
Updating a Message Broadcast
About Automatically Updating Message Broadcasting Text
Configuring Message Broadcast Caching
Changing ToolTip Text for Arrow Icons
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Administering and Using Inbox
About the Inbox
Scenarios for Administering and Using the Inbox
Process of 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
Process of 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
Inbox - Service Demo Creation Workflow
Inbox - Service Action Workflow
Inbox - Service Detail Action Workflow
Inbox Trigger Used in ESS
Inbox Trigger Using Server Script
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Messages
Scenario for Setting Up Messages
About Using Messages
About Email and Screen Alerts
Process of Setting Up and Using Messages
Setting Up Messages
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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Activities
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
About Activity Assignment
Scenario for Managing Activity Plans
Process of Administering and Using Activity Plans
Defining a Sales Methodology
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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Assessments
About Assessment Templates
Scenario for Using and Administering Assessments
Process of Administering and Using Assessments
Creating an Assessment Template
Performing an Assessment (End User)
Assessing an Opportunity for Target Account Selling (End User)
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Calendar
About Calendar Resources
About Calendar Access
Scenarios for Administering Calendars
Process of Administering the Calendar
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 Managing State Models
Process of Setting Up State Models
Configuring Business Components for State Models
Creating State Models and State Transitions
Activating State Models
Configuring All Operations for Child Records
About Criteria for State Transitions
Example of Simple Criteria
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Literature
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 Managing Global Target Lists
Process of Managing Global Target Lists
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
Scenarios for Using D&B
About the D&B D-U-N-S Number
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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Contacts
About Contacts
Scenario for Managing 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 Applications
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Adobe Forms Integration
About Forms Integration
Scenarios for Integrating Adobe Forms
Process of Setting Up Adobe Forms Integration
Preparing for Adobe Forms Integration Setup
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 (End User)
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Integration Using ASIs
About ASIs
Setting Up Account, Contact, and Household ASIs
Setting Up Web Services for Account, Contact, and Household ASIs
Activating Workflows for 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
Requirements 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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Accounts
About Accounts
Scenario for Managing Accounts in Siebel Sales
Scenario for Managing 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 Applications
Viewing Account Credit Profiles
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Global Accounts
About Global Accounts
Scenario for Using and Administering Global Accounts
Process of Using and Administering Global Accounts
Generating a Default Hierarchy
Creating a Custom Hierarchy
Assigning a Custom Hierarchy to an Organization
Updating a Custom Hierarchy
Updating a Custom Hierarchy by Processing Deleted Records
Configuring Error Log Files for Hierarchy Changes
Adding Business Objects to the Global Accounts Hierarchy View
Viewing Global Accounts (End 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 (End User)
About Opportunities
Scenarios for Managing Opportunities
About Opportunities Lead Assignment
About Lead Response
About Lead Qualification, Sales Methods, and Stages
Process of Managing Opportunities
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
Managing Activities Associated with an Opportunity
Associating a Product with an Opportunity
Creating a Quote from an Opportunity
Creating an Organization Analysis
Viewing Opportunity Charts
Setting Up Lead Sources for Opportunities
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Households
Household Contact Tracking
Scenario for Managing Households
Process of Managing 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 Applications
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References
Scenario for Managing References
Process of 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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Categories
Scenario for Managing Categories
Adding a Category
Searching by Category
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Competitors
Scenario for Managing Competitors
Associating a Competitor with an Opportunity
Viewing Competitor Comparisons
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Signature Capture
About Siebel Signature Capture Controls
Scenario for Managing Signature Capture
Roadmap for Implementing Signature Capture
Extending the Siebel Database for a Signature Capture Control
Registering the OCX File
Creating the Object and Class for Signature Capture
Process of Creating an 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
About Decision Issues
Scenario for Managing 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
About Using ESP Methodology to Manage Accounts
Scenario for Managing Enterprise Selling Process
Process of Managing Enterprise Selling Process
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
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Target Account Selling
About Using Target Account Selling to Manage Opportunities
Scenarios for Managing Target Account Selling
Process of Managing Target Account Selling
Completing a TAS Overview
Assessing an Opportunity
Developing Strategy with TAS Competitive Analysis
Conducting a TAS Organizational Analysis
Mapping the Organization's Reporting Structure
Developing a Relationship Strategy
Adding Customer Milestones
Viewing PRIME Activities
Adding Notes to Opportunities
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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
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System Preferences
System Preferences for Siebel Business Applications
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