| Siebel CRM Partner Relationship Management Administration Guide Siebel Innovation Pack 2015 E24800-01 |
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| Siebel CRM Partner Relationship Management Administration Guide Siebel Innovation Pack 2015 E24800-01 |
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Aside from the methods of sharing data covered in earlier chapters, Siebel PRM gives you two special methods of communicating with your partners:
Partner alerts. These are text messages that are targeted to specific partners and displayed on their Siebel PRM Portal home page. For more information, see "Using Partner Alerts".
Siebel Briefings. These are news updates about your company that are targeted to specific partners and displayed on the Siebel PRM Portal home page and on the Briefings page of the Siebel PRM Portal, which the partner can also use to track information about other companies. For more information, see "Using Siebel Briefings, Content Services, and Content Broker".
Partner satisfaction surveys. These allow you to measure how satisfied your partners are with their working relationship with your company. For more information, see "Administering Partner Satisfaction Surveys".
Partner alerts are text messages that you send to your partners or to selected groups of recipients that are displayed on the partners' home pages.
You can create a new message in the Alert Administration screen. You can enter the message in plain text or in HTML format. You can use an HTML authoring tool to create the message and then paste the HTML code into the new message.
Partner alerts support basic HTML tags. When a user is creating the body of a message in the Alert Administration screen, More Info form, the user can move the cursor to the icon that looks like the letter "i" to display a list of the tags that are supported:
<b>...</b> bold
<i>...</i> italic
<u>...</u> underline
<h4>...</h4> heading size
<a href="url">...</a> link to url
Do not use HTML tags other than these. Do not use tags that define the HTML document, such as <HTML>, </HTML>, <body>,</body>, or <header>, </header>.
The partner employees to whom you have sent this message see the abstract in the Partner Alerts list of their Siebel PRM Portal home page between the activation date and the expiration date that you specified. This list lists abstracts of their partner alerts in an order that depends on the priority you gave each alert. The abstract is a link, which partners click to see the entire message.
You can also add literature or products as attachments, if desired. The recipients can view them through tabs that appear after they click on a linked abstract on the home page.
There are three types of messages currently defined:
Partner alerts. These messages are visible to partners only. You determine whether to send them to all partners or selected recipients.
Program information. These messages appear on the registered user home page only.
Public information. These messages appear on the unregistered user home page only.
Optionally, you can use Siebel Personalization to assign one or more keywords to each message to specify which partners see messages with specific keywords.
You can reuse keywords across multiple messages. Keywords are entered separately for each message. Because they are free-form, you must be very disciplined when you enter them if you plan to use them for personalization across messages. Personalization compares the keyword to attributes of the person logging into the Siebel PRM Portal and displays only those messages with a keyword corresponding to the profile. For more information about personalization, see Siebel Personalization Administration Guide.
Use the following procedure to create a partner alert.
To create a partner alert
Navigate to the Administration - Alert screen.
In the Alerts list, add a new record.
Enter information from the following table in the fields of the new record and the More Info form.
| Field | Description |
|---|---|
| Priority | Choose the priority of the message. This determines where the message appears in the list of partner alerts on your partners' Siebel PRM Portal home pages. Messages with the highest priority are at the top of the list. |
| Type | Choose the type of the message. This determines the type of partner for which the message is displayed. Select Partner Alert to display the message for employees of registered partner companies, Program Information to display the message for self-registered individual partners, or Public Information to display the message for unregistered anonymous users. |
| Partner | You must select the Partner check box for the alert to be displayed to partners. |
| Message Body | Type in the text of the message, including HTML formatting code if desired. |
| Abstract | Enter a brief abstract that summarizes the message. This appears as a link on your partners' Siebel PRM Portal home pages. |
| Keywords | Enter keywords that the user can search on to find this message. You can also use keywords for personalization. |
| All Users | Select this check box if you want the message to appear to all partner users. Do not select this check box if you want to direct the message to specific partner companies or specific positions. |
| Activation | Enter the date when the message first appears to your partners. |
| Expiration | Enter the date when the message no longer appears to your partners. |
| Created | Automatically filled in with the date and time the message was created. |
| Created By | Automatically filled in with your login name. |
If you want to add literature as an attachment to the message, do the following:
Drill down on the abstract of the alert.
Click the Literature view tab.
In the Literature list, add a new record.
The Add Literature dialog box appears.
In the dialog box, select the Literature records you want to add.
In the dialog box, click OK.
If you want to add a product as an attachment to the message, do the following:
Drill down on the abstract of the alert.
Click the Product view tab.
In the Products list, add a new record.
The Add Internal Products dialog box appears.
In the dialog box, select the products you want to add.
In the dialog box, click OK.
If you want to specify partner organizations to which you send the message, do the following:
Drill down on the abstract of the alert.
Click the Recipients view tab.
If it is not already selected, select Recipient Partners in the Link bar.
In the Recipients list, add a new record.
The Add Recipients by Partner dialog box appears.
In the dialog box, select the partner organizations that receive the alerts.
In the dialog box, click OK.
If you want to specify positions to whom you send the message, do the following:
Drill down on the abstract of the alert.
Click the Recipients view tab.
Select Recipient People in the Link bar.
In the Recipients list, add a new record.
The Add Positions dialog box appears.
In the dialog box, select the people who receive the alerts and click OK.
The Briefings screen of the Siebel PRM Portal lets your partners use the following communication methods:
Siebel Briefings. This method aggregates relevant business information from inside and outside your organization into personalized Web pages. Siebel Briefings displays enterprise data from the Siebel database, such as opportunities, service requests, and contacts, plus news and other information from external content providers.
Siebel Content Services. This method aggregates news and company information from multiple sources and distributes it to Siebel Briefings customers. Customers who subscribe to Siebel Content Services receive out-of-the-box integration with external news and company information. Siebel Content Services includes the leading newswires, business magazines, newspapers, trade journals, company profiles, corporate profiles, corporate relationship information, market data, and other relevant content in context with Siebel data.
Siebel Content Broker. Siebel Content Broker can display content from any external source that is properly configured. You can configure additional third-party information sources using Siebel Tools to configure applets and business components so that they can handle external content. These configuration tasks include:
Configuring a business component to handle external data
Configuring an applet to display external data
Modifying the table of contents applet
Adding the applet to a view
Partner employees can also use the Tracking Profile views of the Briefings screen to choose accounts, competitors, industries, or products that they want to track. These tracked items appear in the Briefings screen in views separate from the personalized briefing that you set up, such as the Accounts Briefings view and the Competitors Briefings view.
The information displayed is personalized for each partner employee. You set up this screen to specify the information that appears.
For example, you can configure the Siebel PRM Portal home page so it shows Company In the News or New Products, to help partner employees stay up-to-date on the latest news and product information from the brand owner company.
Then, whenever partner employees log onto the Siebel PRM Portal, they immediately see this information, which can help them on sales calls. On the home page, the partner agent clicks these new product and news links to get more detailed information. In addition, partner employees can use their own personalized My Briefings screens to see information about accounts, competitors, and finance and industry news.
You set up Siebel Briefings for partner employees in the same way that you set up Siebel Briefings for your own employees. For more information on Siebel Briefings, see Siebel Briefings Administration Guide.
Partner satisfaction surveys allow you to measure how satisfied your partners are with their working relationship with your company.
Partners employees can go to the Partner Satisfaction screen of the Siebel PRM Portal, click a link to display the survey, answer a series of multiple-choice questions, enter free-form comments, and submit the survey.
The brand owner can use the Partners screen to display the results of these surveys. These results help them develop plans to improve their working relations with their partners.
To view the results of partner satisfaction surveys
Navigate to the Partners screen, then Partner List view.
In the Partners list, drill down on the name of the partner company whose training courses you want to see.
Click the Survey view tab.
A list of all surveys submitted by employees of that partner company appears, with fields that represent overall satisfaction and the questions in each survey.
Select a record in the Survey list and scroll down to see the Partner Satisfaction Survey form, which includes the full questions and answers for the survey, and the Satisfaction Level form, which lets you view several charts of the overall satisfaction level for the survey.
