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Overview of Customizing Siebel CRM Desktop

This topic describes an overview of how to customize Siebel CRM Desktop. It includes the following topics:

• 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

You can customize Siebel CRM Desktop to do the following:

• Extend the set of data that is available to the user.
• Add custom business logic to support the work that the user performs.

CRM Desktop can synchronize this information with Siebel CRM data in Microsoft Outlook. You can also make the data available to support offline usage if the user possesses limited or no connection to the Internet. You can create an interface where CRM Desktop stores the information the user requires to complete a business process. This configuration allows the user to work in a single application rather than navigating between multiple applications.

CAUTION:  XML files and JavaScript files contain predefined configuration information that is critical to Siebel CRM Desktop operations. If you modify any of these files, then you must be very careful. Only make the minimal modifications that you require. It is recommended that you unit test each change you make.

For more information, see the following topics:

• Files That the Customization Package Contains
• Metadata That Siebel CRM Desktop Uses
• Troubleshooting Problems That Occur When You Customize Siebel CRM Desktop

Customizing How Siebel CRM Desktop Processes Objects

You can use Siebel CRM Desktop functionality, such as deduplication or data validation, to add custom logic for object processing in Microsoft Outlook. You can also use JavaScript to create your own custom logic. You can use JavaScript to create, delete, or modify objects. You can migrate your Siebel CRM data to Outlook, including logic that supports a business process.

You can use a standard CRM Desktop form to display Siebel CRM objects, or you can create a completely new and custom form. A custom form can include native Outlook controls, such as a text box, or new controls that you develop for CRM Desktop, such as a lookup or a multiselect list You can you use JavaScript to implement these forms through a custom toolbar.The user can use Outlookview controlson custom forms to display relationships between Siebel CRM objects. These views are fully configurable and support the functionality of native Outlook views. You can specify the default views that CRM Desktop uses to display Outlook objects

For more information, see Resolving Synchronization Conflicts.