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Siebel CRM Fundamentals Guide
Siebel Innovation Pack 2017, Rev. A
E52425-01
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Contents
List of Figures
List of Tables
Title and Copyright Information
Preface
Audience
Documentation Accessibility
Related Documents
Conventions
1
What's New in This Release
What's New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017, Rev. A
What's New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017
What's New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016, Rev. A
What's New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016
2
Getting Started with Your Application
Logging In to the Application
Demo Version of Siebel Application
Application Home Page
Logging Out of the Application
Closing the Browser
Native Browser Features
About Access and Responsibilities in the Siebel Application
Getting Started with Self Service Applications
Registering on the Self Service Web Site
Logging In to the Self Service Web Site
Logging Out of the Self Service Web Site
Obtaining a New Password for Self Service Applications
Locale Support
3
User Interface
Overview
Elements of the Application Window
Application Banner
Side Menu
Application-Level Menu
Menu Toolbar
Application Toolbar
Second Level View Bar
Third Level View Bar
Fourth Level Subview Bar
Visibility Filter
List
Using the Visibility Filter in Lists
Navigating Between Records in Lists
Horizontal Scrolling in Lists
Expanding and Collapsing Lists
Form
List and Form Toolbar
Sending Messages
Communications Panel
Application Screens
Home Pages for Screens
Site Map
Action Pane
Explorer Views
Application User Interface Behavior
4
Records, Fields, and Field Controls
Records
About Drilldown from the List View
Fields
Required Fields
Read-Only Fields
Maximum Number of Characters
Resizing the Notes Field
Text Fields
Field Controls
Check Boxes
Option Buttons
Drop-Down Lists
Field Control Buttons
Calendar Control
Calculator
Currency Calculator
5
Selection Dialog Boxes
Launching Selection Dialog Boxes
Associating Records Using a Single Selection Dialog Box
Associating Records with Existing Records
Associating Records with New Records
Associating Records Using a Multiple Selection Dialog Box
Associating Records with Existing Records
Associating Records with New Records
Querying for Records in a Selection Dialog Box
Finding Records in a Selection Dialog Box
6
Record Management
Creating Records
Creating Records Using Quick Fill
Creating Quick Fill Templates
Applying Quick Fill Templates to New Records
Creating Records Using Quick Fill Templates
Creating Records Using the Last Quick Fill Template
Copying Records
Editing Records
Changing Multiple Records
Saving Records
Canceling Changes to Records
Deleting Records
Associating Records Together
Printing Records
Using Field Hyperlinks in Records
Displaying Record Count
Finding Information About Records
Accessing the About Record Dialog Box After a Merge
Identifying New Records
Flagging Records
Adding Notes to Records
Merging Duplicate Records
Attaching Files to Records
Attaching Files Using the New File Button
Attaching Files Using Menu (the Cogwheel Icon)
Attaching Files By Moving Files to the Attachments View
Attaching URLs to Records
Attaching URLs Using the New URL Button
Attaching URLs Using Menu (the Cogwheel Icon)
Attaching Emails and Email Attachments to Records
Organizing List Columns
Sorting List Columns
Sorting a Single List Column
Performing an Advanced Sort in Lists
Locking List Columns
Resizing List Columns
7
Information Query
About Queries
Accessing the Query Control
About the Saved Queries Drop-Down List
Predefined Queries
Case Insensitive and Accent Insensitive Queries
Queries Toolbar
Creating Queries for Records
Finding Records in Lists
Refining Queries
Deleting Queries
Canceling Long-Running Queries
Using the Query Assistant
About Using Default Queries
About Querying a Telephone Number
Simple Query Operators
Compound Query Operators
How Siebel CRM Handles Wildcards
Tips for Queries
8
Information Search
About Search Functionality
Performing a Basic Search
Performing an Advanced Find
Performing a Smart Answer Search
Performing a Smart Answer Search from Service Requests
Performing an Advanced Oracle Secure Enterprise Search Operation
Modifying Search Settings for Oracle Secure Enterprise Search
9
iHelp
About iHelp
Using iHelp to Complete Tasks
Using the iHelp Map
10
Task UI
About Task User Interface
Using Task UI
Navigational Buttons for Task UI
11
Synchronizing Data for Disconnected Use
About Data Synchronization
Synchronization Process
12
Information Sharing
Using the Inbox
Running Reports
Emailing, Faxing, Paging, and Sending Outbound Wireless Messages
Sending Email from Applications
Using the HTML Editor
About Outlook (F9) Integration
Creating Bookmarks
Importing Data into Applications
Exporting Data to an External File
13
Calendar
About the Calendar
Calendar Formats
Calendar Views
Viewing Activities
About Activity Defaults
Recurring Activity Defaults
Viewing Calendar Activities
Adding Activities to the Calendar
Entering Activities Directly in the Calendar
Deleting Calendar Activities
Creating Recurring Calendar Activities
Changing Recurring Activities to Nonrecurring Activities
Deleting Recurring Calendar Activities
Adding Activities in the To Do List
Marking To Do Activities Complete
Changing Activities
Changing Nonrecurring Activities
Changing Recurring Activities
Rescheduling Activities
Changing Date Fields
Moving Activities
Stretching Activity Borders
Adding Participants to Activities
Adding Contacts to Activities
Adding Employees to Activities
Adding Resources to Activities
Removing Participants from Activities
Removing Contacts from Activities
Removing Employees from Activities
Removing Resources from Activities
Reassigning Activities
Using Alarms for Activities
Activating Alarms
Postponing and Dismissing Alarms
Postponing Alarms
Dismissing Alarms
Using the Participant Availability Subview
About Using Group Calendars
About Viewing Calendar Availability
Granting Access to Your Calendar
Saving Charts
14
Notifications
About Notifications
Notification Message Order
Disabling Notification Messages
Notification Caching Versus Directly Polling the Siebel Database
About Web Notifications
Scenario for Administering Notifications
Process of Administering Notifications
Enabling and Disabling Notifications
Enabling or Disabling Notifications in Mobile and Developer Web Clients
Creating a Notification
Updating a Notification
About Automatically Updating Notification Text
Sample Notifications Script
Configuring Notifications Caching
Reviewing Notifications
Notification Button and Pane
Notification Levels of Importance
15
CTI Toolbar
Logging In to the Communications System
Logging Out of the Communications System
Receiving Inbound Work Items
Accepting an Inbound Work Item
Releasing an Inbound Work Item
Initiating Work Items
Releasing Work Items
Transferring or Conferencing Work Items
Performing a Blind Transfer on the Active Work Item
Performing a Consultative Transfer on the Active Voice Call
Creating a Conference for the Active Voice Call
Pausing the Active Work Item
Resuming a Paused Work Item
Forwarding Work Items
Changing to Not Ready State
Changing to Ready State
16
Chat
Logging in to Chat
Accepting an Incoming Chat Manually
Opening an Automatically Accepted Incoming Chat
Responding to an Incoming Chat
Sending a Message
Pushing a Web URL
Sharing Information Using Smart Share
Showing and Hiding the Chat Pane
Switching Between Chat Sessions
Transferring a Chat to a Workgroup
Transferring a Chat to Another Agent
Handling Transferred Chat Interactions
Releasing a Chat
Closing Chat Sessions
Showing and Hiding the Chat Dashboard
Changing Agent Status
17
Email
Replying to Incoming Messages
Resending Outgoing Messages
Resending Outgoing Messages That have Failed
Using Templates in Outgoing Messages
Saving Drafts of Outgoing Messages
Retrieving Drafts of Outgoing Messages
Saving Messages as a Template
Specifying Preferences for Outbound Communications
Sending Email Messages Using an External Email Client
18
User Preferences
About User Preferences
Default Time Zone
Startup View
Navigation Options
Themes
About the Simplified User Interface
Transition Effects
Applet Visualization
Scroll Speeds for Tile Applets
Confirmation Before Deleting Records Prompt
Pause Behavior for Task UI
Outbound Communications Preferences for Send Email
Default Queries
Saved Queries
Notifications Setup
View Links for Screen Home Pages
Showing, Hiding, and Reordering Screens or Views
Showing or Hiding Screens
Showing or Hiding Views
Changing the Order of Screens
Changing the Order of Views
Setting Up Default Views for Screens
Calendar Setup
Length of a Workday
Default Calendar Activity Duration
Activating Alarms for All Calendar Activities
Default Alarm Lead Times
Default Alarm Snooze Times
Email Prompts for Meetings
Default Calendar Formats
Setting Up Another User's Calendar as Your Default Calendar
Default Display for Participant Schedule
Maintaining Quick Fill Templates
Renaming Quick Fill Templates
Deactivating Quick Fill Templates
Reactivating Quick Fill Templates
Deleting Quick Fill Templates
Adding Quick Fill Template Options in an Applet Menu
User Profile Image Setup
About Setting Up Synchronization Preferences
About Availability Fields in the Profile View
19
Accessibility
Accessibility in the Web Application
Keyboard Navigation in Accessible Rich Internet Applications
Utilities for Visually Impaired Users
Screen Readers
Utilities for Physically Disabled Users
20
Keyboard Navigation and Shortcuts
Keyboard Navigation
Keyboard Shortcuts
Application Management Keyboard Shortcuts
Online Help Keyboard Shortcuts
General Navigation Keyboard Shortcuts
Layout Management Keyboard Shortcuts
Record Management Keyboard Shortcuts
Record Navigation Keyboard Shortcuts
Query Management Keyboard Shortcuts
Field Management Keyboard Shortcuts
Communication Management Keyboard Shortcuts
Call Management Keyboard Shortcuts
Example Using Keyboard Shortcuts to Select the Displayed Columns
Index