Overview of Siebel Task UI

This chapter describes an overview of Oracle’s Siebel Task-based User Interface (Siebel Task UI), which is part of the Siebel business process framework. It includes the following topics:

About Siebel Task UI

Siebel Task UI customizes business process automation to interactions that occur with the user. A job task is a multiple step, interactive procedure that the user performs to complete a business function. Creating a new account and then adding a new service request to the account is an example of a business function. A job task can include branching and decision logic.

A task UI is a user interface that guides the user in completing a series of steps in a job task. Similar to a wizard, the task view includes a playbar that allows the user to proceed through the job task in a stepwise, guided fashion.Siebel Task UI includes the following features:

Guides the user through the job task in a stepwise fashion
Supports forward and backward navigation through the job task
Allows the user to pause and resume the job task

These features can support the user in completing a job task that is not familiar, and can help increase user efficiency.Siebel Task UI allows the user to switch between multiple job tasks, and increases efficiency with completing familiar job tasks, especially in multitasking environments and in environments that are prone to interruption.

A task UI includes a set of operations that a single user performs, such as adding an account. You can also configure a task UI as a step in one or more Siebel workflow processes. A task UI can be part of a business process that crosses multiple job roles, such as the workflow process that routes an expense report through multiple levels of review and approval. A task UI can help define integration with an external system, such as setting up and provisioning an account.

Comparison of Siebel Task UI to Siebel CRM UI

A task view typically includes fewer fields, controls, and applets than a standard view. The task view removes the complexity that the user does not require to finish a job task. A task UI simplifies the interface and reduces the potential for mistakes.

Standard views come predefined with Siebel CRM. The user accesses them to do a wide variety of business functions. It can include a form, list, tree, or chart applet, and the user can use a variety of navigation techniques to navigate through records. For example, the user can use a scroll bar, screen tab, or a drop down list. A standard view can include a superset of the fields and controls that the user must use to complete a business function. A standard view provides the user with significant functionality and capability to navigate a Siebel application and to modify data, so this view requires that the user possess knowledge and skills about how to use this view. More options are available, so it is more likely that the user might make a mistake.

Example of a Task UI View

The following image includes an example of a view in a task UI in a Siebel application. The user can use this view to add an account and then add a service request to the new account. This task UI provides stepwise, guided direction with backward and forward capability.

Example of a Standard View

The following image includes the standard view that the user accesses to manage accounts. The power to use numerous fields that reference the underlying data, and the many navigation options available, result in an interface that requires more skill and knowledge to use accurately.

Features and Benefits of Siebel Task UI

Siebel Task UI includes the following features and benefits:

Provides direct forward and backward navigation through multiple screens and views.
Improves efficiency through next step capability.
Standardizes a business process.
Provides guidance and supporting information that assists the user to accurately complete a complex business process. For example, the user can use communication features in a task UI to do a financial requirements analysis.Siebel Task UI can apply the logic required to do the analysis and then offer recommendations that the user can sell to the customer.
Incorporates complex business logic to determine the required sequence of activities and content that the user requires at each step in a business process. For example, you can configure a task UI to display upgrade or upsell products according to the geography and current products that the customer uses.
Uses validation to enforce rules that a business process requires. For example, a task UI can make sure a customer provides a written statement of fact within 14 days of opening a credit card dispute. Otherwise, Siebel CRM automatically closes the record.
Integrates external data or services into a task UI. For example, calling an external credit program to determine creditworthiness of an applicant on a credit application, and then submitting identification information to the customer master database for validation.
Coordinates multiple actions in a logical transaction that must finish successfully or that Siebel CRM must completely roll back. For example, transferring funds between financial accounts.
Allows tracking and analysis of data for a task UI through tight integration with Oracle Business Intelligence.

Comparison of Siebel Task UI to Other Technologies

Siebel Task UI is the only technology that supports a long-running transaction when compared to other UI technologies.Siebel Task UI is closely integrated with Siebel Workflow. You cannot useSiebel Task UI with a customer facing application. It requires a High Interactivity (HI) client that supports ActiveX.

The following table compares features betweenSiebel Task UI and other UI technologies.

Table Comparison ofSiebel Task UI to Other UI Technologies

Feature	Siebel CRM (HI)	Siebel CRM UI (SI)	Siebel Task UI	iHelp	Smart Script	Web Channel
Employee facing	Yes	Not recom mended	Yes	Yes	Yes	Not recommended
Customer facing	No	Yes	No	No	Yes	Yes
Encapsulates business logic	Some	Some	All	None	All	All
Integration with Siebel Workflow	Some	Some	Full	None	Some	Limited
Integration with Universal Inbox	Some	None	Good	None	Best	Some
Support for long-running transaction	No	No	Yes	No	No	No
Performance and scalability overhead	None	None	Some	None	Large	Some

Siebel Task UI Technology

Siebel Task UI can provide a desirable return on investment if you use it to support a business process, but it is not a universal answer to every business process. It is important that you carefully consider the factors discussed that this book describes, including the trade-offs and benefits that a task UI provides.

A task UI incorporates business logic and a guided user interface, improving performance and scalability when compared to a standard view that is designed for the advanced user.Siebel Task UI is an appropriate technology to use to support a business process that includes any of the following requirements:

Employee facing
Nontrivial
Transactional
Tight integration with a business process

Other UI Technologies

The table in Comparison of Siebel Task UI to Other Technologies describes trade offs between features for other Siebel technologies. For example, SmartScript provides better integration with Universal Inbox, but at the cost of significant performance overhead and the cost of developing and maintaining a scripted solution. For this reason, SmartScript might be a more appropriate technology than Siebel Task UI to support a user who must review an expense report. Reviewing an expense report requires simple, nontransactional tasks that demand tight integration with Universal Inbox and is performed rarely enough so as not to jeopardize scalability of the entire system.

The Siebel CRM UI is more appropriate to support a simple task that an experienced user frequently performs. iHelp supports the Siebel CRM UI for simple tasks, tasks that the user frequently performs, or tasks that a novice user performs or a user who only performs the task occasionally. Web Channel is the preferred technology for an implementation that requires a customer facing user interface that includes a specific look and behavior.

Comparison of Siebel Task UI to Siebel Workflow

A task UI involves at least one task view step where a user enters data. A task UI guides the user experience to accomplish a specific business function. It is synchronous and tightly bound to a user interface. The interactions in a task UI are the result of a user who explicitly clicks the Next, Previous, Pause, and Cancel buttons to navigate through the task UI.

A workflow process is a business process that can encapsulate a series of tasks. A workflow process is not required to be synchronous and does not need to involve a user interface. A workflow process can start and stop in reply to a call from another system. If a workflow process includes an online component that involves engagement with a user, then you can configure Siebel CRM to call a task UI in the workflow process that supports this engagement.

About Predefined Task UIs

A predefined task UI is a task UI that comes already defined with a Siebel application. Before you create a new task UI, you can examine predefined tasks to determine if one exists that meets your design requirements, or that you can modify to meet your requirements. Predefined tasks are the tasks that Siebel Tools lists in the Tasks list immediately after you install Siebel Tools but before you add any new task. You can configure some of these predefined tasks.

The following table lists some predefined task UIs.

Table Predefined Task UIs

Task Name	Business Object
Complete Field Task	Action
Execute Field Task Start to Finish	Action
Field Activity En Route	Action
Field Activity En Route Main Task	Action
Field Activity Execution	Action
Field Activity Execution Main Task	Action
Field Activity Invoicing	Action
Field Activity Invoicing Main Task	Action
Field Activity Main Task	Action
Field Activity Preparation	Action
Field Activity Preparation Main Task	Action
Replace Asset	Action
ADM Test Access Controlled Task	Expense
BPMRD – Create Expense Report Flow	Expense
CMEREF – Activation Order	Order Entry
Asset To Contract Task	Service Agreement
FS Asset To Contract Task	Service Agreement
FS Cover Asset SubTask	Service Agreement
FS Submit Agreement Sub Task	Service Agreement

Examining the Logic of a Task UI

You can examine the logic of a task UI.

To examine the logic of a task UI

In the Siebel client, use the FS Asset To Contract Task predefined task UI.
To use this task UI, you must complete the procedures that are described in Example of Modifying a Predefined Task UI.
In Siebel Tools, in the Object Explorer, click Task.
In the Tasks list, query the Task Name property for FS Asset To Contract Task.
Open the Task Editor.
For more information, Opening the Task Editor.
Examine the task flow that Siebel Tools displays in the Task Editor, and then compare it to the task view that Siebel CRM displays in the Siebel client:
1. To identify a task view in the Siebel client, do the following:
  - Choose the Help menu.
  - Choose the About View menu item.
  - In the About View dialog box, note the value that Siebel CRM displays for the View.
2. In the Task Editor, examine the task view step you identified in the previous step.

About the Task Editor

The Task Editor is a graphical user interface in Siebel Tools that provides a declarative framework that helps you create a task UI. It allows you to use an object oriented programming language in an integrated development environment. You can select a step or connector from a palette and without releasing the selection, you can move different types of steps and connectors from a palette to a canvas. It minimizes scripting, allows for dynamic modification, and encourages you to use a hierarchical development strategy. The Task Editor is integrated with the Siebel Workflow Editor. It simplifies the work of supporting a business process that is complex and has a long life in a Siebel application.

Example Task UI Flow in the Task Editor

The following image includes an example task UI flow that Siebel Tools displays in the Task Editor.

Example of a Task UI Flow in the Task Editor

Main Elements of the Task Editor

The following image includes the main elements of the Task Editor.

Graphical User Interface of the Task Editor

Explanation of Callouts

The Task Editor includes the following items:

Task Editor Canvas. A work area where you create the task UI. You right-click the canvas to access a menu that allows you to perform work that is related to creating this task.
Task Palette. A window that includes icons that represent the various step types that you can add to a task UI. To add a step, select an icon from the palette and without releasing the selection, move the icon from the palette to the canvas. For more information, see Overview of Step Types.
Multi Value Property Window (MVPW). A window that allows you to define properties for the task UI or arguments for a task step. For more information, see Arguments of a Task Step.
Properties Window. A window that allows you to define properties for a task step or properties for the overall task UI. The window is context-sensitive in the following ways:
- If you choose a step or connector in the canvas, then Siebel Tools displays properties for the step or connector in the Properties window.
- If no step or connector is chosen in the canvas, then Siebel Tools displays properties for the overall task UI in the Properties window.

For more information, see Using the Task Editor.

Siebel Task UI and Siebel Workflow use the same or similar objects, such as a business service step or a decision point. Usage for the Task Editor is similar to usage for the Workflow Editor. For details about using the Workflow Editor, see Siebel Business Process Framework: Workflow Guide.