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Scenario for Smart Calls

This topic outlines an example process performed by the Siebel administrator and end users. Your company might follow a different process according to its business requirements.

A pharmaceutical company is bringing a new product to market. The Siebel administrator adds this new product into the database and then creates a Smart Call template to distribute to the sales representatives in the field. The administrator then makes the Smart Call available to representatives in the field.

Once the Smart Call has been defined and made public, field sales representatives then apply it to their contact calls and account calls. By applying a Smart Call template, the representatives can automatically fill in various pieces of information in the Contact Call and Account Call Detail views, such as the products they detail, the samples they drop, and information they should provide. Representatives can also create Smart Call templates that suit their individual purposes. These end-user Smart Calls are only visible to each Smart Call creator.

The Siebel administrator requires administrative responsibilities in Siebel Smart Calls to:

• Create a new Smart Call and enter Smart Call information
• Make a Smart Call template available to end users

The end users are sales representatives in the field. They enter information to:

• Create Smart Call templates and enter Smart Call information
• Apply a Smart Call template to an account or contact call
• Modify Smart Call information after it has been applied to a call

Figure 5 and Figure 6 illustrate the workflows for these scenarios.

Figure 5. Administrator Creates Smart Call Templates

Figure 6. End User Creates Smart Call Templates