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Siebel CRM Desktop for IBM Notes Administration Guide
What's New in This Release
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Overview of Siebel CRM Desktop for IBM Notes
Benefits of Using Siebel CRM Desktop
Scenarios for Using Siebel CRM Desktop
Scenario for Working with an Opportunity
Scenario for Managing Contact Information
Scenario for Managing Account Information
Scenario for Creating a Relationship Between an Email an Opportunity
Scenario for Managing an Opportunity
Overview for Using This Book
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How Siebel CRM Desktop Works
Overview of How Siebel CRM Desktop Works
Extensions to the IBM Notes User Interface
Infrastructure That Siebel CRM Desktop Uses
Architecture That Siebel CRM Desktop Uses
How Siebel CRM Desktop Uses the Siebel Enterprise
Siebel Enterprise Components That Siebel CRM Desktop Uses
About the Web Service API
About the PIM Client Sync Service Business Service
About the EAI Siebel Adapter Business Service
About Integration Objects
User Details Business Component
About Authentication and Session Management
Metadata That Siebel CRM Desktop Uses
Relationships Between Users, Responsibilities, Customization Packages, and Metadata Files
About the Customization Package
About Metadata Files
About Metadata Administration
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How Siebel CRM Desktop Handles Siebel CRM Data
How Siebel CRM Desktop Handles Activities
Overview of How Siebel CRM Desktop Handles Activities
How Activities Are Created or Modified
How Siebel CRM Desktop Processes Activities
How Siebel CRM Desktop Resolves Participants and Email Recipients of Activities
How Siebel CRM Desktop Displays Activities in IBM Notes
How Siebel CRM Desktop Sets the Primary Employee of Activities
How Siebel CRM Desktop Handles Attachments
How Siebel CRM Desktop Handles Shared Activities
How the Origin of an Activity Affects Handling
How Siebel CRM Desktop Handles a IBM Notes Meeting That Includes Multiple Attendees
How Siebel CRM Desktop Handles a Shared IBM Notes Calendar Entry That Is Declined
How Siebel CRM Desktop Handles IBM Notes Calendar Data
How Siebel CRM Desktop Handles IBM Notes Calendar Entries That Users Save, Change, or Delete
How Siebel CRM Desktop Handles Siebel CRM Activities That Users Save, Modify, or Delete
How Siebel CRM Desktop Handles a Calendar Entry
How Siebel CRM Desktop Handles a Repeating Calendar Entry
How Siebel CRM Desktop Handles IBM Notes To Do items
How Siebel CRM Desktop Handles IBM Notes Email Messages
How CRM Desktop Displays Data That Is Not Directly Visible
How a User Can Link Siebel CRM Records to IBM Notes Records
How Siebel CRM Desktop Handles Items If the User Removes the CRM Desktop Add-In
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How Siebel CRM Desktop Synchronizes Data
How Siebel CRM Desktop Synchronizes Data Between the Client and the Siebel Server
How Siebel CRM Desktop Synchronizes Data During the Initial Synchronization
How Siebel CRM Desktop Synchronizes Data During an Incremental Synchronization
How Siebel CRM Desktop Synchronizes Siebel CRM Data
How Siebel CRM Desktop Manages Synchronization Duration
Situations Where Siebel CRM Desktop Reinstalls the Data Structure
Factors That Determine the Data That Siebel CRM Desktop Synchronizes
How Siebel CRM Desktop Handles Synchronization Duplicates and Errors
How Siebel CRM Desktop Avoids Duplicate Data
How Siebel CRM Desktop Handles Synchronization Errors
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Installing Siebel CRM Desktop
Roadmap for Installing Siebel CRM Desktop
Process of Preparing the Siebel Server
Preparing the Implementation Environment for Siebel CRM Desktop
Administering Metadata Files
Creating and Publishing the Customization Package
Administering Server Variables
Overview of Installing the CRM Desktop Add-In
Changes That Siebel CRM Desktop Makes During Installation
Process of Installing the CRM Desktop Add-In
Preparing Your Environment for Installation
Installing the CRM Desktop Add-In
Options for Installing the CRM Desktop Add-In
Customizing the First Run Assistant
Installing Siebel CRM Desktop in the Background
Using the Windows Command Line to Set Optional Parameters
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Administering Siebel CRM Desktop
Controlling the Behavior of Siebel CRM Desktop
Using the Windows Registry to Control Siebel CRM Desktop
Using the Metadata to Control Siebel CRM Desktop
Controlling How Siebel CRM Desktop Handles CRM Data
Controlling How Siebel CRM Desktop Assigns Calendar Entry Owners
Controlling How Siebel CRM Desktop Handles Email Attachments
Controlling the Maximum Size of an Attachment
Removing Siebel CRM Desktop
Removing the CRM Desktop Add-In for a Single User
Removing the CRM Desktop Add-In for Multiple Users
Administering Logging
Log Files You Can Use with Siebel CRM Desktop
Assigning Logging Profiles for Siebel CRM Desktop
Creating Custom Logging Profile
Creating Installation Log Files for Siebel CRM Desktop
Administering Logging on the Siebel Server
Using Script to Modify Logging Levels
Troubleshooting Problems That Occur with Siebel CRM Desktop
Troubleshooting Problems That Occur When Siebel CRM Desktop Connects to the Siebel Server
Troubleshooting Problems That Occur During Synchronization
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Controlling Synchronization
Controlling Synchronization Filters
Controlling the Object Types That Siebel CRM Desktop Displays in the Filter Records Tab
Controlling the Synchronization Exceptions Button In the Filter Records Tab
Controlling the Date Range in the Filter Records Tab
Controlling the Fields That Display in a Filter
Controlling Synchronization Time, Day, and Size
Overview of Controlling Synchronization Frequency
Controlling the Synchronization Intervals That Display in the Synchronization Tab
Controlling the Time and Day When Synchronizations Occur
Controlling the Size and Type of Synchronized Records
Synchronizing All Changes or Only Local Changes
Controlling the Number of Records That Synchronize
Configuring Siebel CRM Desktop to Disregard Erroneous Data That Users Modify
Controlling the Number and Size of Batch Requests
Controlling Other Configurations That Affect Synchronization
Configuring How CRM Desktop Gets Updates That Occur During Synchronization
Configuring CRM Desktop to Synchronize Private Activities
Controlling the View Mode During Synchronization According to Object Type
Controlling How Siebel CRM Desktop Deletes Records During Synchronization
Resolving Synchronization Conflicts
Overview of Synchronization Conflicts
Configuring Siebel CRM Desktop to Resolve Synchronization Conflicts
Examples of Auto Resolver Rules
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Customizing Siebel CRM Desktop
Overview of Customizing Siebel CRM Desktop
Customizing Field Mapping
Customizing Synchronization
Customizing Forms
Customizing Dialog Boxes
Customizing Views
Hiding Custom Views
Customizing the SalesBook Control
Customizing Meta Information
Customizations That Oracle Does Not Support
Preparing the Development Environment
Using Siebel Tools
Customizing Field Behavior
Displaying Siebel CRM Fields
Hiding Siebel CRM Fields
Making Fields Read-Only
Adding Default Values to Fields
Adding Postdefault Values to Fields
Updating One Field If the User Modifies Values In Another Field
Creating Calculated Fields
Customizing UI Behavior
Customizing the Product Name
Customizing the Email Address of the Support Team
Controlling How Siebel CRM Desktop Pins Objects
Controlling How Siebel CRM Desktop Handles Data That Is Not Directly Visible
Preventing Users from Deleting Records
Preventing Users from Deleting Records According to Conditions
Configuring CRM Desktop to Automatically Add Deleted Items to the Exclusion List
Making Forms Read-Only
Localizing Strings
Validating the Data That Users Enter
Preparing to Use Validation
Making Sure Users Enter Information in a Field
Making Sure Users Enter Unique Values
Making Sure Users Do Not Exceed the Maximum Number of Characters
Creating Custom Validations
Process of Adding Custom Objects
Creating the Custom Object
Defining Synchronization for Custom Objects
Adding Custom Views in IBM Notes
Defining the User Interface
Adding Custom Logic
Defining the Toolbar
Removing Customizations
Troubleshooting Problems That Occur When You Customize Siebel CRM Desktop
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Customizing Picklists
Overview of Customizing Picklists
Modifying the Values That Predefined Static Picklists Display
Modifying the Values That Predefined Lists of Values Display
Process of Creating Predefined Picklists
Identifying Predefined Picklist Objects in Siebel CRM
Creating an Integration Object for the Contact Method Picklist
Extending an Integration Object for the Contact Method Picklist
Adding Fields to the Customization Package
Customizing the Physical Layout for the Picklist
Publishing and Testing Picklists
Process of Creating Custom Static Picklists
Modifying Siebel CRM Objects to Support Static Picklists
Adding Fields to the Metadata to Support Static Picklists
Adding Fields to the Basic Mapping to Support Static Picklists
Modifying the Basic Mapping to Store Values for Static Picklists
Modifying the Form to Support Static Picklists
Uploading and Testing Your Static Picklist
Creating Static Picklists That Use Long Values
Process of Creating Dynamic Picklists
Modifying Siebel CRM Objects to Support Dynamic Picklists
Modifying the Metadata, Basic Mapping, and Forms to Support Dynamic Picklists
Process of Creating Dynamic Picklists That Use Custom Objects
Modifying the Business Component
Creating an Integration Object
Modifying Siebel CRM Desktop to Support the New Integration Object
Modifying the Remaining Siebel CRM Desktop Objects
Process of Creating Dynamic Picklists That Use a SalesBook Control
Modifying Siebel CRM Objects to Support a Dynamic Picklist That Uses a SalesBook Control
Modifying the Metadata
Modifying the Basic Mapping and Connector Configuration
Modifying the Business Logic and Testing Your Work
Process of Creating Hierarchical Picklists
Modifying Siebel CRM Objects to Support Hierarchical Picklists
Modifying the Metadata to Support Hierarchical Picklists
Modifying the Basic Mapping and Forms to Support Hierarchical Picklists
Linking Fields and Testing Your Hierarchical Picklist
Configuring Lists of Values to Support Multiple Languages
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Customizing Multi-Value Groups
Process of Creating MVG Fields
Identifying Predefined MVG Objects in Siebel CRM
Process of Making Siebel CRM Data Available to Add an MVG
Process of Modifying the Customization Package to Add an MVG
Publishing and Testing a Custom MVG Field
Example Code You Use to Add an MVG
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Customizing Authentication
Overview of Customizing Authentication
Authentication That Comes Predefined with Siebel CRM Desktop
Types of Authentication That You Can Use With CRM Desktop SSO
Single Sign On Services That CRM Desktop SSO Supports
Installing CRM Desktop SSO
Setting Windows Registry Keys to Enable CRM Desktop SSO
Options for Installing CRM Desktop SSO
Removing or Upgrading CRM Desktop SSO
About CRM Desktop SSO Architecture
Architecture That CRM Desktop SSO Uses
Flow That CRM Desktop SSO Uses During Authentication
Flow That the CRM Desktop SSO DLL Uses
Architecture That an SSO Session Uses
How CRM Desktop SSO Handles Errors
Modifying SSO JavaScript
CRM Desktop SSO Objects You Can Customize
SSO Client Object
Logger Object
Settings Cache Object
Settings Object
Request Object
Response Object
Content Object
Header Object
Credentials Object
Interactive State Object
Dialog Object
Example Code That Customizes CRM Desktop SSO
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Reference Information for Siebel CRM Desktop
Registry Keys You Can Use with Siebel CRM Desktop
Registry Keys That Affect Siebel CRM Desktop Behavior
Registry Keys That Affect Credentials
Registry Keys That Affect CRM Desktop SSO
Parameters You Can Use with Log Files
Filters in the CRM Desktop Filter - Edit Criterion Dialog Box
Threshold That Siebel CRM Desktop Uses to Display the Confirm Synchronization Tab
Files That the Metadata and Customization Package Contains
Files in the Metadata
Files in the Customization Package
IBM Notes Field Types and Equivalent Convertor Classes
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How Siebel CRM Desktop Maps Fields Between Siebel CRM Data and IBM Notes Data
How Siebel CRM Desktop Maps Fields Between Siebel Activities and IBM Notes Calendar
How Siebel CRM Desktop Maps Fields Between Siebel Activities and IBM Notes To Do Items
How Siebel CRM Desktop Maps Fields Between Siebel CRM Activities and IBM Notes Emails
How Siebel CRM Desktop Transforms Objects Between Siebel CRM Data and IBM Notes Data
How Siebel CRM Desktop Transforms a Calendar Entry That Does Not Repeat
How Siebel CRM Desktop Transforms a Repeating Calendar Entry That Matches a Siebel Repeating Pattern
How Siebel CRM Desktop Transforms a Repeating Calendar Entry That Does Not Match Siebel Repeating Patterns
How Siebel CRM Desktop Transforms Siebel CRM Activities That Do Not Repeat
How Siebel CRM Desktop Transforms Siebel CRM Activities That Repeat
How Siebel CRM Desktop Maps Fields Between a Siebel Calendar Entry and a IBM Notes Calendar Entry
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XML Files Reference
Getting Information About Tags of the Metadata Files
XML Code That Maps a Field
Example Code of the Siebel Basic Mapping File
Type Tag of the Siebel Basic Mapping File
Field Tag of the Siebel Basic Mapping File
Writer Tag of the Siebel Basic Mapping File
XML Code That Customizes Platform Configuration
XML Code That Customizes Synchronization
Example Code of the Connector Configuration File
Types Tag of the Connector Configuration File
Type Tag of the Connector Configuration File
View Tag of the Connector Configuration File
Synchronizer Tag of the Connector Configuration File
Links Tag of the Connector Configuration File
Natural Key Tag of the Connector Configuration File
Filter Presets Tag of the Connector Configuration File
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Glossary
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