Key Features of Siebel Public Sector

Modified topic. It includes information about effective dating and state models.

Reports and Analytics for Siebel Public Sector

Modified topic. It includes information about the Run Report pane.

Accessibility and Siebel Public Sector

Modified topic. It includes information about left-hand navigation.

Adding Attachments to Cases

Modified topic. It includes information about the Web Access field for attachment records.

Adding Contact Information to Cases

Modified topic. It includes information about the automatic association of contacts with cases for submitted applications and about the automatic selection of the Web Access field.

Managing Activities for Cases

Modified topic. It includes information about the Web Access field for activity records and about how to accept or reject appointment activities for cases.

Assigning Time to Cases Using Calendars

Modified topic. It includes information about the buttons for calendar formats and the plus sign (+) button to create a new activity record.

Running Time Reports for Cases

Modified topic. It includes information about the Run Report pane and the Reports view of the BI Publisher Reports screen.

About Controls for Benefit Data

New topic. It includes information about the categories for Status field values, operation controls for benefit data, button controls for benefit data, and transition controls of Status field values.

About Associating Nonbenefits Cases with Master Cases

Modified topic. It includes information about a single case for an application and the primary contact for an application.

Configuring Citizen Access to Cases for Applications

New topic. It includes information about configuring citizen access to cases for applications.

Configuring Contact Matching

Modified topic. It includes information about matching multiple contact records and about the PUB Application Contact Matching VBC business component.

Setting Up Verification Templates

Modified topic. It includes information about the Case Type field for cases that are automatically created from applications submitted on a self-service Web site.

Setting Up Benefits Programs

Modified topic. It includes information about benefits programs in the Oracle Policy Automation rulebase.

Implementing Effective Date Tracking

Modified topic. It includes information about how to enable future dating and the Status field and about how to set up authority for agents. It also includes information about the link name fields for expenses and financial assets in the preconfigured Siebel Public Sector application.

Process of Setting Up Effective Dating for Additional Business Components

Modified topic. It includes information about the business components for expenses and financial assets in the preconfigured Siebel Public Sector application.

Setting Up Quality Assurance Templates

Modified topic. It includes information about the Case Type field for cases that are automatically created from applications submitted on a self-service Web site.

Scenarios for Benefits Case Management

Modified topic. It includes information about multiple contact records and a single case for an application.

About the Sample Rulebase

New topic. It includes information about the sample rulebase.

About Effective Dating for Field Values and Records

Modified topic. It includes information about future dating and about the Status field for field values and records. It also includes information about the business components for expenses and financial assets in the preconfigured Siebel Public Sector application.

About Appeal Cases

Modified topic. It includes information about submitting an appeal request on a self-service Web site.

Reviewing Submitted Applications

Modified topic. It includes information about viewing decision reports, benefit plans, and attachments for applications and about entering comments for rejected applications.

Finding Matching Contact Records

Modified topic. It includes information about matching multiple contact records in the Contacts Matching view.

Uploading Applications

Modified topic. It includes information about the updated fields for upload, the primary contact for an application, multiple contact records, the Contacts Matching view, the outcome of application upload, and a single case for an application.

Viewing Cases for Applications

Modified topic. It includes information about a single case for an application, the Case Number field for applications, the format of the Name field for applications, and the Case Type field for cases that are automatically created from applications submitted on a self-service Web site.

Verifying Application Information

Modified topic. It includes information about incorrect data encountered during verification and the Case Number field for applications.

Adding Attachments to Applications

Modified topic. It includes information about the Status field values on applications to which you can add attachments.

Viewing Master Cases

Modified topic. It includes information about the primary contact for an application, the format of the Case Name field for cases, and the Type field for cases that are automatically created from applications submitted on a self-service Web site.

Disassociating Cases from a Master Case

Modified topic. It includes information about the primary contact for a case.

Updating Contact Records

Modified topic. It includes information about new views for expenses, income, and financial assets.

Reviewing Details for Benefits Determination

Modified topic. It includes information about the automatic assignment of benefit plans and associated benefits to a case when an agent uploads a benefits application.

Reassigning Benefits to Cases

Modified topic. It includes information about the new decision reports when you reassign benefits to cases.

Assigning Benefits to Service Plans

Modified topic. It includes information about deleting activity records in service plans.

Changing Values in Effective Dating Fields

Modified topic. It includes information about editing field values and about the Status field for field values.

Deleting Values in Effective Dating Fields

New topic. It includes information about deleting values in effective dating fields.

Verifying Changes to Effective Dating Fields

New topic. It includes information about verifying changes to effective dating fields when the Status field is enabled.

Designating Deletion Authority for Approved Entries for Field Values

New topic. It includes information about designating the deletion authority for approved entries in the Effective Date dialog box.

Viewing the History for Values in Effective Dating Fields

Modified topic. It includes information about the business components for expenses and financial assets in the preconfigured Siebel Public Sector application.

Adding Effective Dating Records

Modified topic. It includes information about the Status field for records.

Deactivating Effective Dating Records

New topic. It includes information about deactivating effective dating records.

Verifying Changes to Effective Dating Records

New topic. It includes information about verifying changes to effective dating records when the Status field is enabled.

Designating Deletion Authority for Approved Entries for Records

New topic. It includes information about designating the deletion authority for approved entries in the Link History dialog box.

Accepting or Rejecting Appeal Requests

New topic. It includes information about how to accept or reject appeal requests.

Creating Appeal Cases

Modified topic. It includes information about creating appeal cases for closed cases and for appeal requests.

Developing Appeal Cases

Modified topic. It includes information about including supporting documentation for appeal cases for users of self-service Web sites.

Assigning Time to Incidents Using Calendars

Modified topic. It includes information about the buttons for calendar formats and the plus sign (+) button to create a new activity record.

Running Time Reports for Incidents

Modified topic. It includes information about the Run Report pane and the Reports view of the BI Publisher Reports screen.

Workflows for Applications

New topic. It describes new workflows for applications.

Reports and Analytics for Siebel Public Sector

The listing of reports in Siebel Public Sector was replaced with information about how to access the reports that are available in a view.

Portals for Siebel Public Sector

The content in this topic was replaced with a reference to other guides that include information about the functionality available on a self-service Web site.

Assignment Manager and Siebel Public Sector

The topic was revised to include information about the assignment of applications.

Guidelines for Serializing Additional Parent Business Objects

This topic was revised to include information about the business components that support serialization.

Activating Siebel Public Sector Workflows

This topic was revised to include a reference to Appendix B for more details about the Public Sector workflows. The table that lists the workflows was deleted.

Configuring Incident Attachment Serialization in Siebel Tools

This topic was revised to include information about configuring the incident attachment business component.

Creating Approval Templates for Benefits Cases

This new topic is about creating templates for approval of benefits cases.

Process of Managing Case Approvals

This new topic is about submitting benefits cases for approval and about approving benefits cases.

About Associating Nonbenefits Cases with Master Cases

This new topic is about setting up the association between manually created nonbenefits cases and master cases.

Setting Up a Siebel Audit Trail for Submitted Applications

This new topic is about setting up an audit trail for applications that users submit to an agency, using a self-service Web site.

Configuring Contact Matching

This new topic is about configuring contact matching for applications that users submit to an agency, using a self-service Web site.

Setting Up Verification Templates

This new topic is about setting up the templates that agents use to verify application information.

Setting Up Quality Assurance Templates

This new topic is about setting up the templates that agents use to review cases for quality assurance purposes.

Scenarios for Benefits Case Management

This topic was revised to include updated scenarios for intake management, data update, and quality assurance reviews in Siebel Public Sector.

Roadmap for Managing Benefits Cases

This topic was revised to include the updated tasks for managing benefits cases.

Reviewing Submitted Applications

This new topic is about reviewing applications that users submit to an agency, using a self-service Web site.

Finding Matching Contact Records

This new topic is about finding matching contact records for applications that users submit to an agency, using a self-service Web site. It replaces the Receiving a Benefits Request topic in the prior version of this guide.

Uploading Applications

This new topic is about uploading to Siebel Public Sector the applications that users submit to an agency, using a self-service Web site.

Viewing Cases for Applications

This new topic is about viewing the cases that are created for uploaded applications. It replaces the Reviewing Benefits Case Details topic in the prior version of this guide.

Verifying Application Information

This new topic is about verifying the information in submitted applications.

Adding Attachments to Applications

This new topic is about adding attachments to applications that users submit to an agency, using a self-service Web site.

Viewing Master Cases

This new topic is about viewing a master case for a contact.

Disassociating Cases from a Master Case

This new topic is about detaching a case from a master case.

Updating Benefits Cases

This new topic is about updating a case record for a citizen. It replaces the Creating a Case File During the Intake Process topic in the prior version of this guide.

Updating Contact Records

This new topic is about updating the contact and household records for a citizen. It replaces the Receiving a Benefits Request topic in the prior version of this guide.

Performing Quality Assurance Reviews

This new topic is about reviewing cases for quality assurance purposes.

Public Sector Workflows

This new appendix includes descriptions, diagrams, and steps for the Public Sector workflows.

"Disabling Contact Matching"

This new topic is about disabling contact matching for applications that users submit to an agency, using a self-service Web site.

"Configuring Application Upload"

This new topic is about configuring the process to upload applications to Siebel Public Sector.

"Creating Default Values for Form Fields"

This new topic is about creating default values for fields in application forms.

"Adding a Program Type"

This new topic is about setting up new program types for applications.

"About Benefits Plans"

This new topic provides information to developers about benefits plans.

"HS State Call Center Agent"

This new topic lists the new views for applications and master cases as well as other views.