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Scenario for Managing Contact Information

A sales representative works at High-Tech Office Expo and manages many customers, including a customer named Company Y. While at High-Tech Office Expo, the sales representative meets a new contact who is the CEO of Company X. This company is a competitor of Company Y. The sales representative also encounters an old college friend and they trade contact information.

The sales representative creates a new contact in Outlook and enters information about the CEO in this new contact record. While creating this contact, the representative links the contact to the existing Company X account. Next, the representative uses a scanner to scan the CEO's business card and then attaches the scanned image to the contact. The representative must share this contact with colleagues, so the representative clicks the Share Bar. Siebel CRM Desktop then marks the contact as shared and toggles the Share Bar to indicate that the contact is shared.

In the same Contacts folder, the sales representative creates a new contact for the old college friend. The default option does not share the contact with the Siebel Server and the contact remains private.

The sales representative must call the VP of Sales at Company Y, who is represented in the Siebel CRM data as another contact. The representative finds the contact record and then finds the cell phone number for the contact. The contact record for the VP displays in Outlook along with all the other contacts that the representative can normally view in the Siebel Web Client. Assume another user at High-Tech Office Expo uses the Siebel Web Client to update the contact information for the VP. When the sales representative synchronizes, Siebel CRM Desktop displays this updated information directly in Outlook.