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Siebel Business Process Framework: Workflow Guide
What's New in This Release
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Overview of Siebel Workflow
About Siebel Workflow
Business Requirements That Siebel Workflow Can Meet
Technologies That Siebel CRM Uses to Automate Business Processes
Siebel Workflows on Workspaces
Objects That Siebel Workflow Uses
Scenario That Resolves Service Requests
Viewing Example Workflow Processes
Overview for Using This Book
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Architecture That Siebel Workflow Uses
About the Architecture of a Workflow Process
Architecture You Use to Develop a Workflow Process
Architecture You Use to Simulate a Workflow Process
Architecture You Use to Deploy a Workflow Process
Run-Time Architecture That Siebel Workflow Uses
Object Hierarchy That Workflow Processes Use
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Developing Workflow Processes
Roadmap for Developing Workflow Processes
Process of Analyzing Business Requirements
Gathering Information for Planning a Workflow Process
Identifying Actions That the Business Process Performs
Identifying an Automation Solution
Process of Planning Workflow Processes
Determining the Workflow Process Mode
Determining How to Start a Workflow Process
Determining the Decision Logic That the Workflow Process Uses
Determining the Actions the Workflow Process Must Perform
Determining Error Handling
Examining Seed Workflow Processes
Determining How to Manage Objects You Modify
Considering Other Business Requirements
Job Roles That You Use to Develop a Workflow Process
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Using the Siebel Workflow Development Environment
Preparing Siebel Tools to Develop a Workflow Process
Displaying Object Types You Use to Develop a Workflow Process
Locating a Workflow Process in the Workflow Processes List
Displaying Properties of a Workflow Process
Using the Process Designer
Making a Workflow Process Editable
Using the Workflow Task Editor Toolbar
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Creating a Workflow Process
Creating the Workflow Process Object Definition
Reviewing Existing Workflow Processes
Copying a Workflow Process
Modifying a Workflow Process
Revising a Workflow Process
Creating a New Workflow Process
Defining the Primary Business Component
Diagramming a Workflow Process
Displaying the Label for a Connector
Adding or Removing a Connector Point
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Adding Workflow Process Steps
Overview of Workflow Process Steps
Adding a Step to a Workflow Process
Naming a Workflow Process Step or a Process Property
Configuring the Properties of a Workflow Process Step
Adding Steps and Connectors
Overview of Step Types
Adding a Start Step
Adding a Business Service Step
To use the Pass By Reference feature with a business service
Adding a Decision Point
Adding a Sub Process Step
Adding a Siebel Operation Step
Adding a Task Step
Adding a User Interact Step
Adding a Wait Step
Adding a Stop Step
Adding an End Step
Adding a Workflow Process Connector
Defining a Property for a Workflow Process Step
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Manipulating Data in a Workflow Process
Using Process Properties
Overview of the Process Property
Arguments That You Can Define for a Process Property
Using the Multi Value Property Window
Using Predefined Process Properties
Defining a Custom Process Property
Using Process Properties to Manipulate Data
Passing Data to and from a Workflow Process
Passing Values to a Workflow Process
Passing Values from a Workflow Process
Passing a Parameter from a Workflow Process to a Global Variable
Passing a Constant from a Workflow Policy Action to a Workflow Process
Examples Scripts That Pass Data to and from a Workflow Process
Configuring a Decision Condition for a Workflow Process
Configuring a Decision Condition
Configuring Fields in the Compose Condition Criteria Dialog Box
Configuring Expressions in the Expression Builder
Accessing Data from a Run-Time Event in a Workflow Process
Using the Timestamp
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Testing a Workflow Process
About the Testing Tools
Validate Tool
Process Simulator
Business Service Simulator
Event Logs
Process of Testing a Workflow
Validating the Workflow Process
Preparing to Use the Process Simulator
Using the Process Simulator
Verifying Functionality
Troubleshooting Validation and Simulation Problems
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Administering a Workflow Process
Process of Deploying a Workflow Process
Preparing the Run-Time Environment
Publishing a Workflow Process
Activating a Workflow Process
Process of Migrating a Workflow Process
Developing a Migration Strategy
Migrating a Workflow Process
Process of Administering a Workflow Process
Viewing Run-Time Instances of a Workflow Process
Administering Workflow Process Instances
Stopping a Workflow Process Instance
Deactivating a Workflow Process Instance
Removing a Workflow Process from the Run-Time Environment
Monitoring a Workflow Process
Overview of Monitoring and Troubleshooting Tools
Setting Monitoring Levels for a Workflow Process
Setting Monitoring Levels for Tracing and the Event Log
Collecting Data About the Properties of a Workflow Process
Collecting Timing Data
Collecting Information About System Behavior and Server Component Behavior
Diagnosing a Workflow Process That Has Failed
Diagnosing a Workflow Process That Has Failed in a Production Environment
Troubleshooting Problems That Occur While a Workflow Process Runs
Recovering a Workflow Process
Overview of the Workflow Recovery Manager
Process of Using the Workflow Recovery Manager
Recovering Workflow Process Instances
Guidelines for Recovering a Workflow Process
Upgrading a Workflow Process
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Options for Configuring a Workflow Process
Setting the Workflow Mode Property
Types of Workflow Process Modes
Options for the Workflow Mode Property
Options for an Interactive Workflow Process
Options for a Long-Running Workflow Process
Enabling Workflow Persistence
Starting a Workflow Process
Starting a Workflow Process from a Workflow Policy
Starting a Workflow Process from a Run-Time Event
Starting a Workflow Process from a Business Service
Starting a Workflow Process from Another Workflow Process
Starting a Workflow Process from the Workflow Process Manager
Starting a Workflow Process from the Application Object Manager
Starting a Workflow Process from a Script
Starting a Workflow Process from a Custom Toolbar
Other Configurations That Start a Workflow Process
Handling Errors
Using an Error Exception Connector to Handle Errors
Using a Stop Step to Handle Errors
Using an Error Workflow Process to Handle Errors
Recovering a Failed Workflow Process
Configuring Events
Configuring Run-Time Events
Configuring a User Event
Configuring Batch Processing
Configuring a Workflow Process for a Multilingual Environment
Using Literal Values in a Multilingual Environment
Using Expressions in a Multilingual Environment
Using Wait Steps with Global Time Calculations
Using the Locale Code Parameter
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Example Workflow Processes
Defining a Workflow Process That Creates an Activity for a Sales Representative
Creating the Workflow Process
Adding Steps and Connectors to the Workflow Process
Defining Properties and Arguments for Workflow Process Steps
Defining the Run-Time Event That Starts the Workflow Process
Defining a Decision Condition for the Decision Point
Preparing This Example for Testing
Simulating the Workflow Process
Deploying and Verifying the Workflow Process
Defining a Workflow Process That Traverses a Record Set to Close Service Requests
Creating the Child Business Component
Creating a Relationship Between the Child and the Business Object for the Primary
Creating the Workflow Process
Configuring the Query Steps
Defining a Decision Condition for the Decision Point
Configuring the Remaining Workflow Steps
Preparing Test Records
Validating and Simulating the Workflow Process
Preparing the Workflow Process for Production
Defining a Workflow Process That Attaches an Activity Plan to an Opportunity
Creating the New Workflow Process
Defining Properties for Workflow Process Steps
Preparing Example Data for the Simulation
Validating and Testing the Workflow Process
Configuring the Button That Starts the Workflow Process
Deploying the Workflow Process
Verifying the Functionality of the Workflow Process
Defining a Workflow Process That Manages Research Activities for a Service Request
Creating the Workflow Process
Configuring the Workflow Process Steps and Connectors
Testing, Deploying, and Verifying the Workflow Process
Defining a Workflow Process That Creates a Service Request
Creating the Workflow Process
Defining Connectors for the Workflow Process
Defining Properties for the Siebel Operation Steps
Defining Input Arguments That Set the Commit Time
Testing, Deploying, and Verifying the Workflow Process
Defining a Workflow Process That Creates a Service Request and Navigates the User
Modifying the Existing Workflow Process
Testing and Deploying the Workflow Process
Verifying Functionality of the Workflow Process
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Example Workflow Processes That Call a Business Service
Examples That Use the Server Requests Business Service
Using the Server Requests Business Service to Start a Workflow Process from a Script
Using the Server Requests Business Service to Call EIM
Examples That Use the Outbound Communications Manager Business Service
Using the Outbound Communications Manager with a Substitution
Using the Outbound Communications Manager to Send an Email to the Owner of a Product Defect
Externalizing Properties When Using a Business Service
Overview of Externalizing Properties
Defining Input Arguments for an EAI Business Service
Example of Defining Input Arguments in an XML Hierarchy
Example of Defining Input Arguments in Siebel eScript
Maintaining the XML File
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Using Predefined Workflow Policies
About Workflow Policies
Overview of Workflow Policy Objects
Structure of a Workflow Policy
Sequence That a Workflow Policy Uses
Hierarchy of Workflow Policy Objects
Types of Predefined Workflow Policy Programs
Overview of Predefined Workflow Policy Programs
Workflow Policy Program That Sends a Page
Workflow Policy Program That Sends an Email
Workflow Policy Program That Sends a Broadcast Message
Workflow Policy Programs That Run a Database Operation
Workflow Policy Program That Runs an External Program
Using Predefined Workflow Policy Programs
Using a Workflow Policy Program to Manage the Service Request Close Date
Using a Workflow Policy Program to Assign a Service Request Owner
Using a Workflow Policy Program to Escalate a Service Request
Using a Workflow Policy Program to Send a Quote Through a Pager
Using Predefined Workflow Policy Programs for Siebel Marketing
Using a Workflow Policy Program to Send Email for a Marketing Campaign
Using a Workflow Policy Program to Create Activities for a Marketing Campaign
Using a Workflow Policy Program to Assign a Contact to a Marketing Campaign
Developing a Workflow Policy That Manages a Marketing Campaign
Configuring a Predefined Workflow Policy
Viewing Groups of Predefined Workflow Policies
Configuring a Predefined Workflow Policy for Messaging
Identifying Objects That the Workflow Policy Must Modify
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Defining Custom Workflow Policies
Process of Planning a Workflow Policy
Creating a Plan for the Workflow Policy Group
Creating a Plan for the Workflow Policy
Identifying Objects That the Workflow Policy Monitors
Determining Requirements for the Workflow Policy
Creating a Plan for the Workflow Policy Action
Examining Predefined Workflow Policies
Creating a Plan for the Test and Migration Strategy
Examples of Planning a Workflow Policy
Process of Defining a Workflow Policy
Defining a Workflow Policy Group
Defining a Workflow Policy Action
Defining a Workflow Policy
Examples of Configuring Workflow Policies
Examples of Configuring a Workflow Policy Action
Examples of Configuring a Workflow Policy
Customizing Workflow Policy Objects
Displaying Workflow Policy Object Types
Configuring a Custom Workflow Policy Column
Configuring a Custom Workflow Policy Object
Configuring a Custom Workflow Policy Component
Configuring a Custom Workflow Policy Component Column
Configuring a Custom Workflow Policy Program
Configuring a Workflow Policy Program Argument
Defining Conditions for a Workflow Policy
Using Standard Comparisons in the Conditions List
Using Specialized Operators in the Conditions List
Using Date Calculations in the Conditions List
How Siebel CRM Interprets a Field That Is Not Known
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Administering, Testing, and Migrating Workflow Policies
Administering Workflow Policies
Confirming Workflow Policies Installation
Administering Database Triggers on the Workflow Policy Server
Administering Email Manager and Page Manager
Running a Workflow Policy with the Workflow Action Agent
Running a Workflow Policy with Workflow Monitor Agent
Configuring a Workflow Policy to Run in Batch Mode
Moving a Workflow Policy to a Different Group
Converting a Workflow Policy to a Workflow Process
Configuring a Workflow Policy to Reference Multiple Tables
Expiring a Workflow Policy
Deleting an Obsolete Workflow Policy
Monitoring, Testing, Troubleshooting, and Migrating a Workflow Policy
Tracing a Workflow Policy
Using Charts and Reports for Workflow Policies
Using the Workflow Policy Log to Monitor a Workflow Policy
Testing a Workflow Policy
Fixing a Workflow Policy That Does Not Trigger
Migrating Workflow Policies to the Production Environment
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Reference Materials for Siebel Workflow
Fields and Arguments of Process Properties
Predefined Business Services
Server Requests Business Service
Workflow User Event Service Business Service
Workflow Utilities Business Service
Workflow Admin Service Business Service
Other Business Services That a Workflow Process Uses
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Glossary
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