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How CRM Desktop Displays Data That Is Not Directly Visible

Siebel CRM Desktop synchronizes Siebel CRM account, activity, contact, and opportunity records to the client as complete or incomplete records. It displays incomplete records in the client as read only records. The user cannot edit the information of an incomplete record in a form that displays an incomplete record. The account, contact, and opportunity lists that CRM Desktop displays in an Explorer view include complete Siebel records and incomplete records that Online Lookup pins according to the synchronized records. For more information, see Controlling How Siebel CRM Desktop Handles Data That Is Not Directly Visible.

Complete Records

A complete record is a record that matches synchronization filters. Siebel CRM Desktop synchronizes the entire record. The user can view all record information on the record form in the client and an administrator can view it on the Siebel Server. The lower corner of the Filter Records tab displays the number of complete Siebel records that CRM Desktop will synchronize. It does this when you create synchronization filters on the Filter Records tab of the Synchronization Control Panel.

Incomplete Records

An incomplete record is a record that does not match the synchronization filter but that Siebel CRM Desktop synchronizes anyway because it is associated with a complete record that does match the filter. An incomplete record is read-only in CRM Desktop regardless of the Siebel visibility that the user possesses for this record. The user cannot edit the record information in the client.

The user can view incomplete records in the association view or in lookup fields on record forms. For example, CRM Desktop displays incomplete:

• Contact records in the Contacts section of the Opportunity form
• Account records in the account lookup in the Account field on the Contact form

To avoid synchronizing the entire Siebel database to the client, CRM Desktop does not synchronize the associations for incomplete records to the client.

How Users Associate Complete and Incomplete Records

A user can associate complete or incomplete records in the client. Siebel CRM Desktop displays these records in SalesBook dialog boxes, such as in the Accounts SalesBook dialog box for the Account field on the Contact form. If the user enters text in a lookup field, then CRM Desktop searches complete and incomplete records and then displays the closest match.

Example of Using Complete and Incomplete Records

Assume the user sets up synchronization filters so that they synchronize the following items:

• All Siebel CRM contacts where the user is on the contact team
• All Opportunities that include a revenue of more $10,000

Assume that Siebel CRM Desktop synchronizes Jackie Driver, a Siebel CRM contact record, to the client as a complete record because it matches the synchronization filter criteria. The user can modify all fields of this record on the contact form in the client. CRM Desktop also synchronizes all opportunities that are related to the contact, including the On-Road Assistance Package opportunity that includes $5,000 in the Revenue field.

If the user opens the On-Road Assistance Package opportunity, then CRM Desktop displays this opportunity in a read-only form that displays the Revenue field. The user can view the revenue but not edit it. CRM Desktop synchronizes this opportunity as an incomplete record because it does not match the synchronization filters.