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Siebel CRM Desktop for Microsoft Outlook Administration Guide
What's New in This Release
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Overview of Siebel CRM Desktop for Microsoft Outlook
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 Microsoft Outlook 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 Microsoft Outlook
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 Microsoft Outlook Meeting That Includes Multiple Attendees
How Siebel CRM Desktop Handles a Shared Microsoft Outlook Calendar Appointment That Is Declined
How Siebel CRM Desktop Handles Microsoft Outlook Calendar Data
How Siebel CRM Desktop Handles Microsoft Outlook Calendar Items 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 Appointment
How Siebel CRM Desktop Handles a Repeating Calendar Appointment
How Siebel CRM Desktop Handles Microsoft Outlook tasks
How Siebel CRM Desktop Handles Microsoft Outlook Email Messages
How CRM Desktop Displays Data That Is Not Directly Visible
How a User Can Link Siebel CRM Records to Microsoft Outlook 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
About Files, File Locations, and Profiles
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
Configuring Contact Conversion Options for First Run Assistant
Storing Siebel Object Types in Microsoft Outlook Storage
Installing Siebel CRM Desktop in the Background
Using the Windows Command Line to Set Optional Parameters
Troubleshooting Siebel CRM Desktop Installation
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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 Appointment Owners
Controlling How Siebel CRM Desktop Handles Email Attachments
Controlling the Maximum Size of an Attachment
Controlling How Siebel CRM Desktop Handles Archived Items
Storing Objects in a Database to Improve Performance
Removing Siebel CRM Desktop
Removing the CRM Desktop Add-In for a Single User
Removing the CRM Desktop Add-In for Multiple Users
Controlling the Data That Siebel CRM Desktop Removes
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
Allowing Users to Open Top-Level Objects from the Control Panel
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 Toolbars
Customizing Dialog Boxes
Customizing Views
Customizing the SalesBook Control
Customizing Meta Information
Customizations That Oracle Does Not Support
Using Siebel Tools
Customizing Form Handlers
Registering Form Controls
Customizing Field Behavior
Displaying Siebel CRM Fields
Hiding Siebel CRM Fields
Adding Custom 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 Buttons That Send Email Messages and Set Up Meetings
Controlling the New Button in the Sales Book
Controlling the Search in Siebel Button That Does Online Lookup
Controlling How Siebel CRM Desktop Pins Objects
Controlling How Siebel CRM Desktop Sorts Records in Comboboxes
Controlling How Siebel CRM Desktop Handles Data That Is Not Directly Visible
Controlling How Siebel CRM Desktop Adds Deleted Items to the Exclusion List
Preventing Users from Deleting Records
Preventing Users from Deleting Records According to Conditions
Preventing Users from Creating New Objects
Making Forms Read-Only
Controlling Access to Object Types
Localizing Strings
Localizing the Forms Files
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 Microsoft Outlook
Defining the User Interface
Defining Validation Rules
Defining Validation Rules for a Phone Number
Adding Custom Logic
Defining the Toolbar
Defining the Logic for Custom Forms
Adding Custom Dialog Boxes
Specifying the Layout of the Dialog Box
Removing Customizations
Removing Child Objects
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 Pick List
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
Defining the View
Modifying the Business Logic and Testing Your Work
Defining Multiple Linked Fields
Code That Creates the View Definition That the SalesBook Control Uses
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 Unbounded Picklists
Configuring Lists of Values to Support Multiple Languages
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Customizing Multi-Value Groups
Overview of 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
Making an MVG Field a Required Field
Configuring Autocomplete Lists and Primary Selectors for MVGs
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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 Customization Package Contains
Microsoft Outlook Field Types and Equivalent Convertor Classes
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How Siebel CRM Desktop Maps Fields Between Siebel CRM Data and Microsoft Outlook Data
How Siebel CRM Desktop Maps Fields Between Siebel Activities and Outlook Calendar
How Siebel CRM Desktop Maps Fields Between Siebel Activities and Outlook To Do Items
How Siebel CRM Desktop Maps Fields Between Siebel CRM Activities and Outlook Emails
How Siebel CRM Desktop Transforms Objects Between Siebel CRM Data and Microsoft Outlook Data
How Siebel CRM Desktop Transforms a Calendar Event That Does Not Repeat
How Siebel CRM Desktop Transforms a Repeating Calendar Event That Matches a Siebel Repeating Pattern
How Siebel CRM Desktop Transforms a Repeating Calendar Event 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 Appointment and a Microsoft Outlook Calendar Appointment
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XML Files Reference
XML Code That Maps a Field
Example Code of the Siebel Basic Mapping File
Type Tag of the Siebel Basic Mapping File
Form Tag of the Siebel Basic Mapping File
Alt Message Classes Tag of the Siebel Basic Mapping File
Custom Views 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
XML Code That Customizes Forms
Form Tag of the Forms File
Validation Rules Tag of the Forms File
Script Tag of the Forms File
Info Bar Tag of the Forms File
Page Tag of the Forms File
Stack Tag of the Forms File
Control Tag of the Forms File
Types of Controls for the Control Tag of the Forms File
XML Code That Customizes Toolbars
Example Code of the Toolbars File
Toolbars Tag of the Toolbars File
XML Code That Customizes Dialog Boxes
Dialog Tag of the Dialogs File
Layout Tag of the Dialogs File
Appearance Tag of the Dialogs File
XML Code That Customizes Views
XML Code That Customizes the SalesBook Control
Example Code of the Lookup View Definitions File
Array Tag of the Lookup View Definitions File
Lookup View Definition Tag of the Lookup View Definitions File
XML Code That Provides Meta Information
Siebel Meta Info Tag of the Siebel Meta Information File
Common Settings Tag of the Siebel Meta Information File
Object Tag of the Siebel Meta Information File
Field Tag of the Siebel Meta Information File
Extra Command Options Tag of the Siebel Meta Information File
Open With URL Template Tag of the Siebel Meta Information File
Picklist Tag of the Siebel Meta Information File
Master Filter Expression Tag of the Siebel Meta Information File
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Glossary
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