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Determining How the Siebel Business Applications Are Used

This task is a step in Process of Infrastructure Planning.

This infrastructure planning task identifies what tasks users perform when using the Siebel Business Applications. Examples are completing a customer order, adding a contact, and creating a quote. Later in the planning process, you map these tasks to specific Siebel applications and functions.

To determine how the Siebel Business Applications are used

1. Define user types.

   For each business location, identify user types. Organize this list by the functional areas that participate in key business processes.

   For example, you have a call center in Denver. One of your key business processes is order creation. Two of the functional areas that participate in this business process are call center agents and product line administrators. These are two user types.

   Include application developers and integrators, system administrators, and application administrators in your list of user types.

2. Identify tasks by user type.

   For each user type, identify all of the tasks that the users perform using the Siebel Business Applications. Start with each key business process and map its steps to tasks. Doing this step helps you to verify that your business processes are being correctly automated.

3. Identify background tasks.

   If your business operation includes background tasks, then list these as well. Background tasks are those that the Siebel Business Application components perform, rather than users. These include batch processing of business data and automated workflow processes.

4. Estimate transaction volumes.

   For each user task, estimate average and maximum daily transaction volumes. For example, in your Denver call center there are 25 call center agents. Transaction records indicate that each agent completes an average of 12 customer orders per day and a maximum of 20 per day. The following is an example of how you would list transaction volumes for the Denver call center.

   User Type	Number	Task	Avg. Vol./Day	Max. Vol./Day
   Call Center Agents	25	1. Inbound customer order	300	500