Fulfillment Centers

This chapter includes information about setting up and using fulfillment centers to print and distribute documents generated through Siebel Correspondence. It includes the following topics:

About Fulfillment Centers

After users complete correspondence and want to send it to the recipient, they can print and mail the letter themselves, or they can direct their correspondence to a fulfillment center that prints and mails it for them. A fulfillment center might be a division of a company, such as a marketing department.

You might want to use a fulfillment center for the following reasons:

To enable users to produce correspondence in any location where they can access the Web, even if they do not have access to a printer.
To save users time. They do not have to print and mail their correspondence.
To create consistency in company outgoing correspondence.
To enable one location to fulfill all requests for collateral and literature materials included with correspondence as enclosures.

If you set up fulfillment centers, the user can generate correspondence, and then click Submit to submit the correspondence for fulfillment. When the user clicks Submit, the Status field of the correspondence request changes to Submitted, and the request becomes read-only. You cannot make any further changes in the correspondence without using the Recall command.

Process of Setting Up and Using Fulfillment Centers

To set up and use a fulfillment center, perform the following tasks:

Adding Fulfillment Center Records

You must create one or more fulfillment center records, so users can select a fulfillment center when they create a correspondence request.

This task is a step in Process of Setting Up and Using Fulfillment Centers.

To add a fulfillment center record

Navigate to the Administration - Data screen, then the Fulfillment Centers view.

In the Fulfillment Centers list, create a new record, and complete the necessary fields.

Some fields are described in the following table.

Field	Comments
Name	Type the name of the fulfillment center.
Main Phone #	Type the telephone number of the fulfillment center.
Main Fax #	Type the fax number of the fulfillment center.
Fulfillment Team	Select one or more employees at the fulfillment center. These employees can view correspondence submitted to this fulfillment center. If there is no one on a fulfillment team, no one can see correspondence submitted to this fulfillment center.
Description	Type a description of the fulfillment center.

Providing Fulfillment Center Access to Siebel Correspondence

The fulfillment team at the fulfillment center must monitor pending fulfillment requests. Everything a requester submits is visible to the fulfillment team in the Fulfillment screen.

Fulfillment center employees fulfill the request by viewing and printing the correspondence request and including the listed enclosures. They can either print the enclosure, or get an already-printed copy (for example, if the enclosure is a glossy brochure).

This task is a step in Process of Setting Up and Using Fulfillment Centers.

To provide a fulfillment center access to Siebel Correspondence

Set up fulfillment center employees as Siebel Correspondence users in the same way that you set up other employees or channel partners as Siebel Correspondence users.
For more information about setting up users of Siebel applications, see Siebel Security Guide.
Give fulfillment center employees a responsibility that lets them see the Fulfillment screen.
Use the Fulfillment Center Employee responsibility in the seed data. For more information about responsibilities, see Siebel Applications Administration Guide.
Notify fulfillment center employees about the URL to use to view correspondence through the Web.

Sending Correspondence to Fulfillment Centers

When the fulfillment center can access Siebel Correspondence, you can submit fulfillment requests from the Correspondence list.

This task is a step in Process of Setting Up and Using Fulfillment Centers.

To send correspondence to a fulfillment center

Navigate to the Correspondence screen, then the My Correspondence Requests view.
In the Correspondence list, select the correspondence that you want to submit to a fulfillment center.
Select the appropriate fulfillment center in the Fulfillment Center field.
Click Submit.
The Status field changes to Submitted, and the Document Status field changes to In Queue.

Monitoring Fulfillment Requests

When you submit correspondence to a fulfillment center, the Status field of the correspondence changes to Submitted. When the correspondence request is fulfilled, the fulfillment center updates the Status field to Completed. You can monitor the status to determine the date and time that the correspondence was sent and arrange follow-up calls and sales visits accordingly.

Similarly, a fulfillment center manager can monitor the status of pending requests by reviewing the Status field in the Fulfillment screen.

This task is a step in Process of Setting Up and Using Fulfillment Centers.

To monitor fulfillment requests

Navigate to the Correspondence screen, then the My Correspondence Requests view.
In the Correspondence list, select the correspondence record, and view the value in the Status field.

Recalling Submitted Correspondence

You can recall correspondence records that you submit, as long as the records are not fulfilled. You recall correspondence to modify it and resubmit it for fulfillment.

This task is a step in Process of Setting Up and Using Fulfillment Centers.

To recall submitted correspondence

Navigate to the Correspondence screen, then the My Correspondence Requests view.
In the Correspondence list, select the correspondence you want to recall.
Click Menu (the cogwheel icon), and select Recall.
The Status field value changes from Submitted to In Progress.