Setting Up Order Management

This chapter describes how to set up Siebel Order Management features. It includes the following topics:

Note: Tasks required to integrate your Siebel Business Application with back-office applications are not included in this chapter. For information about integration tasks, see Integrating Order Management with Back-Office Applications.

Roadmap for Setting Up Order Management

There are some tasks that all users perform to set up order management, and there are some additional tasks that you might need to perform depending on your business model.

Required Tasks

To set up order management, all users perform the following tasks:

Activating Workflows for Order Management. Some order management functionality is based on Siebel Workflows. You must activate these workflows.
Setting Up Accounts and Contacts for Order Management. Accounts are used in many quote and order entry tasks, such as selecting the billing and shipping address. When you create accounts, enter the contacts associated with each account, which will be the contacts that are available to select in a quote or order for that account.
Setting Up Salespeople. Set up sales people as employees and use Sales Order views to associate them with teams.
Setting Up Products, Pricing, and Catalogs. To make products available in quotes and orders, you must define products, define price lists that assign prices to products, create product catalogs, and make the catalogs available to users.
Setting Up Shipping Information. You can define shipping carriers, shipping methods, shipping terms, and set up shipment freight calculation.
Setting Up Tax Calculations. You can integrate your Siebel Business Application with an external application to calculate taxes due on a quote or an order.
Setting Up Payment Terms and Other Payment Factors. You can customize payment terms, payment methods, accepted credit card types, and other payment-related factors. Credit card processing is handled through implementation with a third-party payment processing application.
Setting Up Integration for Order Management. You must set up integration with third-party applications used for checking credit. You must activate workflows used for integration of quotes and orders with back office applications. For information about setting up integration and activating workflows, see Integrating Order Management with Back-Office Applications.

Optional Tasks

In addition, depending on your business model, you might have to perform some of the following tasks to complete setup of order management.

Setting Up Inventory Locations. If your business model allows orders to specify that products are shipped from a particular inventory location, then you must set up inventory locations.
Setting Up Order Types. If you want to use different order types than the default types, then you must set up order types.
Defining Order Statuses. If you want to use different statuses types than the default types, then you must set up order statuses and use the state model to set up rules for modifying orders with each status.
Creating Product Selection Favorites. You can create groupings of products that your users will frequently add to orders.
Creating Activity Plan Templates. You can create templates of activities that must be carried out when particular products are ordered. For example, you can indicate all the installation activities required for a particular order.
Letting Users Create Quotes and Orders from Accounts and Contacts. There are additional workflows you can activate to allow users to create quotes and orders from the Accounts and Contacts screens.
Setting Up Availability to Promise. You can integrate your Siebel Business Application with a back-office application to check availability of certain products.
Customizing the Sales, Quote, and Order Processes. You can customize the processes that employee end users will follow to order products and services. You can use Siebel Business Processes to automate many of the steps in your business processes, and you can customize the predefined business processes.
Setting Up Asset-Based Ordering. If you want to use asset-based ordering, then you must perform additional setup tasks.
Setting Up Order Cancellation for Non-English Implementations. If your implementation is in a language other than English, then you must modify the rule for order cancellation.
Setting up data validation. If regulatory agencies or internal processes and procedures require you to verify the quality and accuracy of your transactions, then you can set up data validation. For more information, see Siebel Order Management Infrastructure Guide.
Setting up recommendations. You can display up-sell recommendations, cross-sell recommendations, and other recommendations to customers when they select products. For more information, see Setting Up Product Recommendations.

Activating Workflows for Order Management

Some order management functionality is based on Siebel Workflows. You must activate these workflows before using the product. For information about activating workflows, see Siebel Business Process Framework: Workflow Guide.

Activate the workflows for the other order management functionality that you are using, as listed in the following table. For example, if you are using Siebel eSales, then activate the workflows for eSales.

Table Workflows for Order Management Functionality

Order Management Functionality	Where to Find Workflows
Order Management Interface	Workflow and Method Reference for Order Management Interface.
Pricing	Technical reference section of Siebel Pricing Administration Guide.
Product Promotions	Product promotions section of Siebel Pricing Administration Guide.
Integration of Quotes and Orders with Back-Office Applications	Activating Workflows for Integration of Quotes and Orders.
Configurator	Configurator Workflow reference in Siebel Product Administration Guide.
Asset-Based Ordering	Workflow Reference for Employee Asset-Based Ordering.
Eligibility/Compatibility	Eligibility and Compatibility technical reference section of Siebel Product Administration Guide.
Recommendations	Product recommendations technical reference section of Siebel Product Administration Guide.
Siebel eSales	Workflow reference section of Siebel eSales Administration Guide.
Compound Product Validation	Compound product validation section of Siebel Product Administration Guide.
Third-Party Purchase Order Credit Checking Applications	Activating the Workflows for Purchase Order Credit Checking Applications.
Application Deployment Manager	See Siebel Application Deployment Manager Guide.

Setting Up Accounts and Contacts for Order Management

The way you set up accounts will affect how users enter shipping and payment information in quotes and orders.

When accounts have multiple locations, they can be set up in one of two ways:

Single account for all addresses. You can create one account and enter multiple addresses entered on the Bill To/Ship To view tab.
Separate accounts, one for each address. When you set up separate accounts for each address, you must create an account hierarchy, where one account is the parent account for the other locations.

Consider which account setup is better for your business, so that you can ship to and bill customers correctly. Consider how the account is implemented in your back office, so that you can keep information updated between the two applications.

The account setup you choose will impact the implementation of your organization’s order management processes, as follows:

Single account for all addresses. The account is the same in all places on the Payment and Fulfillment screens. You can select the appropriate addresses for billing and shipping. The address fields on quote and order default to the address specified as “Primary" in the Addresses view tab for the account.
Separate accounts, one for each address. You can select different accounts as the bill-to and ship-to entities on the Payment and Fulfillment screens in order to ship to those addresses.

The contacts that you associate with accounts determine the contacts that you can select in quotes and orders. Make sure that you attach the contacts to accounts that you want to have available to users when they create orders.

Use the Account screen to enter accounts and attach contacts to them. For more information about entering accounts and their contacts, see Siebel Applications Administration Guide.

This task is a step in Roadmap for Setting Up Order Management.

Setting Up Salespeople

Before salespeople can create quotes or orders, you must enter the salespeople as employees. For more information about entering employees, see Siebel Applications Administration Guide.

This task is a step in Roadmap for Setting Up Order Management.

Setting Up Products, Pricing, and Catalogs

Before employees can create quotes and orders, you must:

Set up products. Define the products that are being sold. If the products have attributes, then you can set up a class system to manage the attributes before defining the products. If you have customizable products that have other products as their components, then you must specify the components and design the selection pages that users will see.

For information about setting up products, see Siebel Product Administration Guide.

Set up price lists. Set up price lists and assign prices to products. You can create multiple price lists if you sell the same products to different customers at different prices. You can create discounts, such as volume discounts and discounts for bundles of products. If you have Siebel Pricer, then you can create more advanced pricing rules using pricing models and pricing factors.
For information about setting up price lists, see Siebel Pricing Administration Guide.

Set up product catalogs. End users can select products for customers from product catalogs and add them to a quote or an order. When you create a catalog, you specify what products are included in it and arrange them in a hierarchy of categories. Once catalogs are set up, users can browse through categories to find products, and they can search for products using full-text search or parametric search.
For information about setting up and administering catalogs, see Creating and Managing Catalogs .

Assign catalogs to employees. To assign a catalog to an employee, you associate the catalog with an access group that the user is a member of. An employee is a member of an access group, if the employee is associated with a position, organization, division, account, or user list that is a member of the access group. When displaying a list of products, for example, in a parametric search, the employee will see only those products that are in catalogs that have been assigned to that employee.
For information about defining access groups, see Siebel Security Guide.

This task is a step in Roadmap for Setting Up Order Management.

Setting Up Shipping Information

You can set up shipping information in the following ways:

Modify the lists of values used to select shipping information.
Set up shipping charges using a number of factors, including the weight of the product, the shipping method, the shipping carrier, and the ship to and ship from location.
Set up preferred carrier and shipping method for an account.

When end users create quotes or orders:

They are able to select the options that you set up in the lists of values.
The shipping charges that you set up are displayed for each line item and for the quote or order as a whole.
The preferred carrier and shipping method for the account appear as the default carrier and shipping method.

This task is a step in Roadmap for Setting Up Order Management.

Modifying Lists of Values for Shipping

You can modify the following lists of values that are used to select shipping information:

Carriers. This field specifies what carrier is used to deliver items in an order. Without configuration, the available carriers include Airborne, DHL, Emery, Federal Express, UPS, US Mail. Make sure the list of values contains the carriers you want to use. In the Administration - Data screen, List of Values view, carriers are listed in records where the Type field has the value FS_CARRIER.
Shipping methods. The Shipping Method field is used primarily to identify how quickly the shipment will occur, and how long delivery will take. The shipping method impacts the shipment charges. Without configuration, the available methods are Next Day, 2 Day Service, and Ground. You can add other methods by adding them in the list of values. For example, you might want Air, Train, or Ship as a method. In the Administration - Data screen, List of Values view, shipping methods are listed in records where the Type field has the value CARRIER_PRIORITY.
Shipping terms. The Shipping Terms field is used to specify the relationship between payment and shipping. Without configuration, the available shipping terms are Due, FOB, TBD, No charge. You can add other terms by adding them in the list of values list. In the Administration - Data screen, List of Values view, shipping terms are listed in records where the Type field has the value FREIGHT_TERMS.
Shipment freight calculation. The result of the shipment freight calculation shows in an order in the Shipping Charges field, in Line Items Totals form. Shipping is calculated at the line level, and is then rolled up for all line items and displayed in the Totals form.

For more information about changing lists of values, see Siebel Applications Administration Guide.

Setting Up Shipping Charges

To set up shipping charges, first you define shipping zones, and then you define the charges for each zone. A shipping zone includes both a ship-from location and a ship-to location.

These shipping charges apply to employee applications. For information about setting up shipping charges for Siebel eSales, see Siebel eSales Administration Guide.

To set up shipping charges

Navigate to the Administration - Order Management screen, and then the Shipping view.

In the Shipping Zone list, add a new record and complete the necessary fields. Some fields are described in the following table.

Field	Comments
Ship Carrier	Select a carrier.
Ship Method	Select a shipping method.
Ship From Minimum	Enter the smallest number of the range of postal codes where the ship-from addresses of this zone are located.
Ship From Maximum	Enter the largest number of the range of postal codes where the ship-from addresses of this zone are located.
Ship From Country	Select the country where the ship-from addresses of this zone are located.
Ship To Minimum	Enter the smallest number of the range of postal codes where the ship-to addresses of this zone are located.
Ship To Maximum	Enter the largest number of the range of postal codes where the ship-to addresses of this zone are located.
Ship To Country	Select the country where the ship-to addresses of this zone are located.
Shipping Zone	Enter the code for this shipping zone.

Add a new record to Shipping Rate list for each shipping charge for this zone, and complete the necessary fields. Some fields are described in the following table.

Field	Comments
Ship Carrier	Select a carrier.
Ship Method	Select a shipping method.
Shipping Zone	Enter the code for this shipping zone.
Minimum Weight	Enter the minimum weight for this charge.
Maximum Weight	Enter the maximum weight for this charge.
Cost	Enter the cost for shipping products of this weight range in this zone.

Setting Up Default Carriers for Accounts

If you set up the preferred carrier for an account, then this carrier appears as a default when users create quotes and orders for this account.

To set up the default carrier for an account

Navigate to the Accounts screen, and then the Accounts List view.
In the Accounts list, click the name of the desired account.
Click the More Info view tab.

In the More Info form, complete the necessary field, described in the following table.

Field	Comments
Preferred Carrier	Select the default carrier for this account.

Setting Up Tax Calculations

Tax calculations can be done manually, or through the Tax Calculator business service, which makes a call to Taxware, provided by a third-party vendor.

This task is a step in Roadmap for Setting Up Order Management.

Entering Taxes Manually

Users can enter tax information directly in the tax fields, in the Payments view in an order.

In the Payments form, the user either enters the tax rate or selects a tax exemption code and tax exemption ID for customers who are exempt from taxes.

If users enter tax information manually, then the only required setup is to define the appropriate tax exempt codes in the list of values.

In the Administration - Data screen, List of Values view, tax exempt codes are listed in records where the Type field has the value GLOBAL_TAX_EXEMPTION.

For information about changing lists of values, see Siebel Applications Administration Guide.

Using a Third-Party Application to Calculate Taxes

You can use Taxware, an external third-party application, to calculate taxes on quotes and orders. Clicking the Calculate Taxes step button the Tax Calculator business service, which makes a call to the third-party application. The Calculate Tax business service sends information about each line information, such as the product and the ship-to address, which allows Taxware to calculate the amount to be charged for each line items. The total of the tax on all the line items is displayed as the tax for the entire order.

When using a third-party application, the end user must make sure that the ship-to addresses are correct and then click the Calculate Taxes button on the Line Items Totals form. The amount of the tax will appear on the Total form, and the tax rate will appear in the Payments form. Because ship-to addresses can vary for different line items in an order, the tax rate can also vary for different line items. (For details on the user’s experience of this feature, see Calculating Taxes.)

Note: For products with components, taxes may be calculated either on the individual components, or on the extended price for the product with components. The method used is determined by the Tax Subcomponent check box in the Product Administration screen. For more information, see Siebel Product Administration Guide.

Tax-exempt information can be entered in your Siebel Business Application on the Payments view tab in a quote or order.

However, customers can also file their tax-exempt information with a tax provider for validation. When the third-party tax application contains tax-exempt information, that information is updated when the user clicks Calculate Taxes.

If you want to hide the tax-exempt fields from users, then you must customize the Payments form in Siebel Tools. There are three tax-exempt fields: Tax Exempt Flag, Tax Exempt Reason, and Tax Exempt Certification ID.

For details about setting up and using a third-party taxation application, see Siebel eSales Administration Guide.

Setting Up Payment Terms and Other Payment Factors

When you set up order management, consider the following payment factors:

This task is a step in Roadmap for Setting Up Order Management.

Defining Payment Terms

Payment terms are used to specify when payment is due, in relation to the order date or ship date. For example, payment terms might include terms such as Net 10, Net 20, Net 30, Net 60. Users select them on the Payments view tab of a quote or order.

To define a new payment term

Navigate to the Administration - Data screen, Orders, and then the Payment Terms view.
In the Payment Terms list, add a new record.
Enter a name for this payment term and complete appropriate fields to define the payment terms.

To change settings for current payment terms

Navigate to the Administration - Data screen, Orders, and then the Payment Terms view.
In the Payment Terms list, select the appropriate record and make the necessary changes.

Credit Card Processing

Credit card processing is done through integration with a third-party processing application. For details about how to set up this feature, see Siebel eSales Administration Guide.

Note: Integration for credit card processing is provided with Siebel Order Management. If you want to integrate with a back-office application to provide processing of other payment methods, then you can use Siebel Tools to set up new business services to provide this functionality. For more information, see Using Siebel Tools.

Credit Card Authorization and Verifications

Your Siebel Business Application comes preconfigured with business services for some third-party services. If you use a different third-party service, then you might create special Business Services for card authorization and verification.

You can change the use of the following fields:

Authorization Code. The Authorization Code field does not populate automatically. If your back-office application sends an authorization code, then you may want to create a business service to interface with Siebel Order Management.
Card Verification #. The credit card verification number is a four-digit unique identifier that is often printed on the back of a credit card. It is used to reduce fraud because only the person holding the card must know it.

Note: To avoid exposing sensitive data, when implementing credit card verification, consider how to clear the Card Verification # from your database.

Adding New Credit Card Types

Siebel Order Management provides the following credit card types without configuration: Visa, Mastercard, Discover, and American Express.

You can add more credit card types by entering them as values in the List of Values list. Add a record with the Type PAYMENT_TYPE CODE, and add a value in the Order field to associate it with a payment method.

In the Order field, the number range for credit cards is 10 to 20. Values 11 through 14 are preconfigured for Visa, Mastercard, Discover, and American Express. You can use a value between 15 and 19 to enter in the Order field for the new credit card, so all the credit cards appear together.

Note: Check method: 20-29Stored value method: 40-59

To add new credit card types

Navigate to the Administration - Data screen, and then the List of Values view.

In the List of Values list, add a new record, and complete the necessary fields, described in the following table.

Field	Comments
Type	Enter PAYMENT_TYPE_CODE.
Display Value	Enter the name of the credit card that is displayed to the user.
Order	Enter a value between 15 and 19 to associate this record with a credit card payment method.

Navigate to the Administration - Data screen, and then the List of Values Explorer view.
In the List Of Values - Type list, search for the type, PAYMENT_METHOD_CODE.
In the Explorer pane, expand the Values folder under PAYMENT_METHOD_CODE.
In the Explorer pane, expand the Credit Card folder, and expand the Child List of Values folder under the Credit Card folder.

In the Child List of Values list, add a new record, and complete the necessary fields, described in the following table.

Field	Comments
Type	Enter PAYMENT_TYPE_CODE.
Name	Enter the same name that you entered in the Display Value field in Step 2.

Defining New Methods of Payment

Siebel Order Management comes preconfigured with the following payment methods: cash, credit card, purchase order, stored value, wire transfer, and check. Each method has a predefined set of fields to support the information needed for this method of payment.

Note: The Orders screen allows more payment method information to be captured and displayed than the Quotes screen. For example, the stored value payment method is not available in a quote, and the fields available for the other methods are limited.

You can add more payment methods. To do so, you need to perform the following steps using Siebel Tools and the Administration - Data screen, List of Values view:

In the Business Component Payments:
1. Add a Business Component User Property, such as
  Name: Payment Method Type 4
  Value: MY Method
2. Change the Calculated Value of the Field Payment Type Read Only Flag. For example, change the value to:
  If ([Payment Method LIC] = "Credit Card" OR [Payment Method LIC] = "Check" OR [Payment Method LIC] = "Stored Value" OR [Payment Method LIC] = "Purchase Order" OR [Payment Method LIC] = "MY Method", "N", "Y")
In the Administration - Data screen, List of Values view:
1. Add the new payment method value to LOV Type PAYMENT_METHOD_CODE. For example, add:
  Display Value: LIC: MY Method
  Order: 17
2. Add the corresponding payment type values to LOV Type. For example:
  Display Value: LIC: MY Method Type 1
  Order: 81 (= number of the Business Component User Property * 20 + 1)
  Display Value: LIC: MY Method Type 2
  Order: 82 (= number of the Business Component User Property * 20 + 2)

After you have done this configuration, when the user create a new Payments record, the user can:

Select the new payment method.
Find the corresponding payment type values in the pick list on field Payment Type.

You can also require that the user complete particular fields for each payment method. You can add required fields to the Payments business component in Siebel Tools. You must also add an additional toggle applet to Applet: Payment Detail - Credit Card, to allow the user to enter these values.

Define a Mailing Address for Check Payment

Customers paying by check often need to know where to send the payment. A field in the Payment Detail form for check payments provides a convenient place to display this type of information, so the sales representative can communicate it to the customer. This field is labeled Check Mailing Address in the Payment Detail - Check form in the Order Entry - Payment view.

You can enter the information that must display in this field in Siebel Tools, in the Payments business component, in the user property Check Mailing Address.

Creating Payment Profiles

Credit Card
Purchase Order
Check
Wire Transfer

After you have selected a payment method, you enter the appropriate details for that method. For example, if you selected Credit Card as the method, then you enter details such as the name of the card holder, the credit card number, and the expiration date.

When salespeople create quotes or orders, they can use the Payment Details view of the Quote or Order screen to select the payment method for the customer. For example, if they select a credit card, then all the information for that credit card is automatically entered in the quote or order, so the salesperson does not have to enter it manually.

Note: You may have to use the site map to navigate to the Payment Profile views.

To create payment profiles

Navigate to the Account screen, Accounts List, and then the Payment Profiles view or the Contact screen, Contacts List, and then the Payment Profiles view.
In the Account or Contact list, select the desired account or contact.

Add records to the Payment Profiles list and complete the necessary fields. Some fields are described in the following table.

Field	Comments
Primary	Select this check box if this profile is the customer’s primary method of payment.
Profile Name	Enter a name for the payment profile.
Payment Method	Select the payment method. Options are Credit Card, Purchase Order, Check, Wire Transfer.
Expiration Date	Enter the date when this payment method expires. Salespeople cannot use it after this date.
Status	Select a status for this payment method. Options are: Inactive. The payment method has not yet been activated. Active. The payment method is active. This status must be selected to make the payment method available to salespeople. Suspended. The payment method is no longer active.

In the details form under the list, enter the appropriate details for this payment method.
The details form changes depending on the value you selected in the Payment Method field. For information about the fields in each detail form, see Payment Fields for Payment Methods.

Setting Up Inventory Locations

In some businesses, when users inquire about availability of a product, they can request a particular inventory location, and when products are reserved, they are promised from a particular source.

Inventory locations are used to identify where products are stored and the source from which the product is fulfilled.

An inventory location may be a warehouse, a trunk, or a field office, or it may be virtual.

For more information about setting up inventory locations and working with inventory, see Siebel Field Service Guide.

This task is a step in Roadmap for Setting Up Order Management.

Setting Up Integration for Order Management

You can integrate order management with third-party applications. For information about setting up integration, see:

This task is a step in Roadmap for Setting Up Order Management.

Setting Up Order Types

Siebel Orders and Siebel Order Management initially define nine types of orders, as listed in the following table.

You can define additional order types to meet your needs, or you can edit the existing list of values.

This task is a step in Roadmap for Setting Up Order Management.

Table Initial Types of Orders

Type of Order	Typical Use
Internal order	An order used to replenish stock or move inventory among inventory locations.
Purchase order	An order used to buy parts from external vendors.
RMA (Return Material Authorization) Advance Exchange	An order used to handle customer returns that require receiving and immediate shipping of exchange parts, before receiving the returned part.
RMA Repair Return	An order used to handle customer returns that require receiving, repairing, and shipping back to customers.
RMA Return	An order used for receiving inbound returns from customers.
Repair order	An order used for ordering, shipping, and receiving parts to be repaired by a third party.
Sales order	A customer order that is owned by, processed by, and credited to a sales business. Typically, selling new finished goods to customers, normally from manufacturing inventory.
Service order	A customer order that is owned by, processed by, and credited to a service business. Typically, a request from a customer for service on existing products, including replacement and repair of parts.
Web Order	A sales order created at a Web site or requested directly over the Internet.

Each order type is either a sales order or a service order. The order type is determined by the Type Code associated with it in the Data Administration screen, Order Type view.

Each order type has action types associated with it. Action types are used primarily in Siebel Field Service. For more information about action types, see Siebel Field Service Guide.

Defining a New Order Type

Use this procedure to define a new order type.

To define a new order type

Add the necessary order types to the List of Values list.
In the Administration - Data screen, List of Values view, records for order types have FS_ORDER_TYPE in the Type field.
For more information about managing lists of values, see Siebel Applications Administration Guide.
Navigate to the Administration - Data screen, and then the Order Types view.
In the Order Types list, add a new record.
In the Order Type field, select a value from the list.

Adding or Changing the Display Value of Order Types

To configure the product using Siebel Tools to add new order types or to change the display value of Order Types, you must perform additional configuration steps for the homepage to work correctly. The following procedures show you how to configure the homepage.

To add new order types

In Siebel Tools, query for Order Entry - Orders Home Add Virtual Form Applet.
Under Drilldown Object, add an entry for the new Order Type.
Under the Dynamic Drilldown Destination of the original Drilldown Object, add an entry to point to the newly created Drilldown Object.
Repeat Step 1 to Step 3 for Order Entry - Orders Home Search Virtual Form Applet.
Repeat Step 1 to Step 3 for Recent Record Order Entry - Orders List Applet.

To change the display value of an order type

In the Order Types view of the Administration - Data screen, update the order type to point to the new LOV display value.

Defining Order Statuses

Siebel Orders and Siebel Order Management come with a number of preconfigured order statuses. You can create additional statuses, if you need them, or edit the existing list of values.

See the table inLists of Values to Update for Order Management for the Type field in the Administration - Data screen, List of Values view that you use to work with this list of values.

For more information about managing lists of values, see Siebel Applications Administration Guide.

When you create a new order status, you can determine what fields can be changed when an order has that order status. Often these rules mirror back-office constraints. For example, the Ship to Address cannot be changed after the order has been picked up or shipped. Similarly, order quantities and details cannot be changed after an order has been submitted.

To specify which records can be changed depending on order status, use the state model. For more information about working with the state models, see Siebel Business Process Framework: Workflow Guide.

This task is a step in Roadmap for Setting Up Order Management.

Creating Product Selection Favorites

Product selection favorites are combinations of products that have been saved for easy reuse. The entire favorite can then be added to a quote or order, instead of adding each product individually.

An administrator can set up product favorites in advance and make them publicly available. Also, individual users can create private favorites of frequently used products.

This task is a step in Roadmap for Setting Up Order Management.

To create a product selection favorite

Navigate to the Administration - Product screen, and then the Favorites view.

In the Product Favorite list, add a new record, and complete the necessary fields. Some fields are described in the following table.

Field	Comments
Name	Enter a name for the favorite.
Type	Select Private to make this favorite available only to yourself, or public to make it available to all end users.

In the Product Favorite Items list, add a record.
The Pick Product dialog box appears.

In the dialog box, select one or more products and complete the necessary fields. Some fields are described in the following table.

Field	Comments
Order Qty	Enter the quantity of this product in the favorite.
Product	Displays the name of the product. If you enter a value for Order Qty, then the product is included in the favorite.

In the dialog box, click OK.
The products you selected are added to the Product Favorite Items list.

Creating Activity Plan Templates

In Siebel Order Management, activity templates are useful to itemize the activities that must occur after an order for a particular product is placed or filled. For example, when a product requires installation, you want to make arrangements for the installation when the order is placed.

Activity templates are typically created by an administrator, so that they are available when a sales administrator or call center agent creates an order.

The following steps describe how to create an activity template. For information on how to associate a template with an order, see Associating an Activity Plan or Activity with an Order.

This task is a step in Roadmap for Setting Up Order Management.

To create an activity plan template

Navigate to the Administration - Data screen, and then the Activity Templates view.

In the Activity Plan Templates list, add a new record and complete the necessary fields. Some fields are described in the following table.

Field	Comments
Name	Enter a name for the template.
Type	Choose the type Order Entry - Line Items.
Sales Stage	Select the sales stage when this template is available.
Auto Trigger	Select this check box to provides the activities from this template to a sales stage, when the sales stage is set for an opportunity
Public	Select this check box to allow others not on your team to use this activity plan.

Click the Activity Template Details view tab.
In the Activity Template Details list, add a new record for each required activity, choose an activity type, and then complete the other necessary fields.

Letting Users Create Quotes and Orders from Accounts and Contacts

There are workflows you may activate if you want users to be able to create quotes and orders from the Accounts screen and the Contacts screen.

For more information, see Setting Up Integration for Order Management.

This task is a step in Roadmap for Setting Up Order Management.

Setting Up Availability to Promise

You can integrate your Siebel Business Application with a back-office application to check availability of certain products.

For more information, see Integrating Order Management with Third-Party Product Availability Applications.

This task is a step in Roadmap for Setting Up Order Management.

Customizing the Sales, Quote, and Order Processes

You can customize the sales, quote and order process by using:

This task is a step in Roadmap for Setting Up Order Management.

New or Modified Workflows

Some actions in the Quote and Order screens are set up using Siebel Workflows, such as the following:

To allow users to create quotes and orders from the Account screen and the Contact screen, you enable a set of workflows.
To use asset-based ordering, you enable a set of workflows.
Some of the ASI-based functions that allow you to integrate with back-office applications also use workflows. For example, submitting an order activates a workflow, as does performing a credit check.

You can customize these workflows to carry out the specific processes required for your business. You can also create additional workflows as needed to support your business process.

Here are some changes you might make to customize the order management process using new Siebel Workflows:

Quote verification. By default, users can verify a quote manually by choosing the Verify menu option from the menu. You can create a workflow that verifies quotes automatically.
Approval requirements. Siebel Quote and Order screens include fields for required approvals which are used manually by default. For example, a sales representative might be required to get a supervisor’s approval for orders greater than $500. Without configuration, the sales representative would need to put a manager’s name in the Approved By field. You can create a Workflow that would automatically route an order to the supervisor for approval when the amount exceeded $500. You would use a combination of Siebel Business Process Designer and Assignment Manager to route the approval to the appropriate supervisor.
Customer acknowledgements. You can create Workflows to automatically send order confirmations to customers. When the status of an order changes, the Workflows send the appropriate messages to the customer. Siebel eSales includes preconfigured workflows that send acknowledgements to customers, which you can use models to create similar workflows for use in order management. The eSales workflows are:
- Send Order Accepted Email (eSales). Sent to all users who place an order successfully.
- Send Order Awaiting Approval Email (eSales). Sent to the purchasing manager for an account when an order with a status of Awaiting Approval needs to be reviewed.
- Send Order Failed Email (eSales). Sent to a user when an auction is closed and turned into an order, but the credit card used cannot be authorized.
- Send Order Rejected Email (eSales). Sent to a corporate user when the purchasing manager or delegated customer administrator has rejected that corporate user’s order.
- Send Order Shipped Email (eSales). Sent to a user when that user’s order has been shipped.

You can also customize workflows that are shipped with the product, in order to add or remove steps or change the order in which steps are performed. For a reference to these workflows, which will help you understand them so you can modify them, see Workflow Reference for Employee Asset-Based Ordering.

For more information about creating and customizing Workflows, see Siebel Business Process Framework: Workflow Guide.

Configuration with Siebel Tools

You can use Siebel Tools to configure Siebel screens and views to match the processes used in your company. For example, you can define the default view that users see when they log in, so that users start on the screen that they use the most frequently. You can also add, remove, or change the names of fields.

You also can use Siebel Tools to change user properties to customize some order management capabilities.

For more information about Siebel Tools, see Using Siebel Tools.

Component Quantity Edits

Component quantity edits are an example of one possible user property change you might want to make in Siebel Order Management.

Typically, a user changes the quantity of a component in the configuration session that starts after clicking the Customize button in the Line Items list. In this case, Siebel Configurator checks all configuration rules to make sure that the change in quantity is appropriate.

Your company can decide to allow changes to component quantities directly in the Line Items list in the Quote or Order by setting the user property Configuration ReadOnly Fields in Siebel Tools.

When this user property has been set, the Qty field in line item for components of products with components is editable. If the Qty field is read-only, then this user property has not been set.

Other User Properties in Order Management

Some other user properties that you might want to change to customize order management functionality are listed in the following table.

Table User Properties in Order Management

User Property	Business Component or Applet	Function
Check Minimum and Maximum Price	Quote Item, Order Entry - Line Items, FS Agreement Item	Checks minimum and maximum price when making manual adjustments to line item.
Skip Loading Default Cfg Instance	Quote Item, Order Entry - Line Items, FS Agreement Item	Sets to Y to skip the loading if the default configurable product instance when adding a new configurable product to a quote.
Spread Discount - Use Root Product Type	Quote Item, Order Entry - Line Items, FS Agreement Item	If set to Y and spreading a discount by type, spreads on components if the root type is the type selected. Otherwise, spreads on the type of component only if the type of component itself matches the selected spread type.
Add Items Limit To Price List	Internal Product Popup	Limits the products that display in the Add Items dialog box to records contained in the price list.
Configuration ReadOnly Fields	Quote Item List Applet, Order Entry - Line Item List Applet, FS Agreement Item List Applet	Removes the entries for Quantity and Quantity Requested to make the quantity of configurable product components editable in the list applet.
Minimum CC Txn Amount	Payments business component	Sets the minimum amount payable by credit card when entering a payment line.
Minimum Cash Txn Amount	Payments business component	Sets the minimum amount payable by cash when entering a payment line.
Minimum Check Txn Amount	Payments business component	Sets the minimum amount payable by check when entering a payment line.
Minimum Purchase Txn Amount	Payments business component	Sets the minimum amount payable by purchase order when entering a payment line.
Minimum Stored Txn Amount	Payments business component	Sets the minimum amount payable by stored value when entering a payment line.
Minimum Wire Txn Amount	Payments business component	Sets the minimum amount payable by wire transfer when entering a payment line.
Check Mailing Address	Payments business component	Mailing address for check.

Setting Up Asset-Based Ordering

Asset-based ordering is available with the Siebel Order Management module. Asset-based ordering adds the following features to the application:

The Account Summary and Installed Asset views in the Accounts screen.
The following buttons that are specific to asset-based ordering:
- In the Account Summary view, New, Modify, and Disconnect
- In the Installed Assets view, Suspend and Resume
- In the Order screen, in the Quote and Order Line Items view, Submit, Auto Asset, and Customize

Note: Note that the Submit button on the Order screen and the Customize button on the Quote and Order Line Items view also work when asset-based ordering is turned off. From the user’s perspective, the action triggered by clicking these buttons is the same. However, when asset-based ordering is turned on, the buttons perform these actions by running a workflow.

To set up asset-based ordering, perform the following tasks:

Setting the Server Component Parameter. Set the server component parameter Order Management - Enable Asset Based Ordering to True.
Making Changes to the Asset-Based Ordering Workflows. If necessary, change the asset-based order workflows to reflect your business needs.
Activating the Workflows. Activate the asset-based ordering workflows in the Business Process Designer screen.
Configuring Asset-Based Ordering. You can configure asset-based ordering using Siebel Tools.
Setting the Default Value for Auto-Assets. You can set the default value used when users create auto-assets.

This task is a step in Roadmap for Setting Up Order Management.

Setting the Server Component Parameter

You must change set a server component parameter to True to use the asset-based order workflows associated with the Configure and Submit buttons.

Use the following procedures to set the parameter for the Web Client (used when you are connected to the Web) and for the Mobile Web Client (used when you are not connected to the Web, for example, to work remotely on a laptop).

To set the server component parameter for the Web Client

Navigate to the Administration - Server Configuration screen, Enterprises, and then the Component Definitions view.
Use a query to find the object manager for the application in which you want to use asset-based ordering. For example, you might query for Call Center Object Manager (ENU).
Click the Parameters view tab.
Query for the parameter Order Management - Enable Asset Based Ordering.
Set the Current Value to True and save by stepping off the record.
Perform Step 2 through Step 5 for the object manager for each application in which you want to use asset-based ordering.
Restart the object managers for which you made the change.

To set the server component parameter for the Mobile Web Client

Use any text editor to add the .cfg file for the application.

In the .cfg file, add the following section:

[InfraObjMgr]

AssetBasedOrderingEnabled = TRUE

Making Changes to the Asset-Based Ordering Workflows

You can adjust the behavior of asset-based ordering by making changing workflows.

All workflows for asset-based ordering begin with the characters SIS OM. You can access all of these workflows by querying for SIS OM* in the Business Process Administration screen, Workflow Processes view.

For more information about the asset-based ordering workflows, see:

Using Asset-Based Ordering describes the user’s view of how asset-based ordering functionality works by default.
Workflow Reference for Employee Asset-Based Ordering describes the asset-based ordering workflows.

For information about customizing workflows, see Siebel Business Process Framework: Workflow Guide.

Activating the Workflows

You must activate the workflows that provide asset-based ordering features to make those features available:

All workflows that begin with SIS OM
In addition, activate the following workflow: CUT Quote To Order PMT Enhancement - Sub Process

For information about activating workflows, see Siebel Business Process Framework: Workflow Guide.

Configuring Asset-Based Ordering

You can use Siebel Tools to configure Siebel screens and views to match the processes used in your company. For more information about Siebel Tools, see Using Siebel Tools.

Setting the Default Value for Auto-Assets

When the user clicks the Auto-Asset button, an asset is created based on order line items. You can configure the Siebel business application to define default values for the fields of the auto-assets.

The SIS OM Asset integration object (IO) is used to create the asset. The following two integration components in this IO are based on S_ASSET table

Header. Based on Asset Mgmt - Asset - Header business component.
Line items. Based on Asset Mgmt - Asset business component.

If you define default values for these business components, then the default values are also used in the corresponding fields of the auto-asset.

Setting Up Order Cancellation for Non-English Implementations

If the implementation is in a language other than American English (ENU), then you must change some order validation rules so they use the non-English language. If you do not do this setup, then users who try to cancel orders get error messages saying that the cancellation failed and that payment is invalid because a ground for cancellation is required.

To set up order cancellation for Non-English Implementations

Navigate to Admin - Data Validation screen, and then the Rule Sets view.
In the Validation Rule Set list, query for the O2C Order Validation rule set.
Drill down on the O2C Order Validation rule set.
In the Rules list, query for the rule named Payment or Cancel reason not empty.
In the Payment and Cancel Reason not empty rule, change the Apply To field, change the value All Records to the corresponding value in the non-English list of values.
Click Activate.
Restart the services.

Lists of Values to Update for Order Management

Many of the changes you make while setting up order management are implemented by adding to or changing the items available in drop-down lists throughout the order management screens.

The lists of values that relate to order management are shown in the following table. The third column shows the value of the Type Field in the Administration - Data screen, List of Values view that determines what values are included in each of these lists of values.

For more information about maintaining lists of values, see Siebel Applications Administration Guide.

Table Lists of Values for Order Management

View	Field	Type Field in LOV Admin
More Info	Order Type	FS_ORDER_TYPE
	Order Status	FS_ORDER_STATUS
	Hold Reason	SAP_SO_HEADER_DELIV_BLOCK
	Return Reason	RETURN_REASON
	Priority	FS_INVLOC_ORDPRI
	Default Discount %	EST_HW_DISC
Line Items/Totals	Shipping Method	CARRIER_PRIORITY
	Shipping Terms	FREIGHT_TERMS
	Carrier	FS_CARRIER
Line Items/Line Detail	Shipping Method	CARRIER_PRIORITY
	Unit of Measure	UNIT_OF_MEASURE
	Hold Reason	SAP_SO_HEADER_DELIV_BLOCK
	Product Status	FS_PRODINVCAT_STATUS
Fulfillment	Available Status	ATP_STATUS
	Return Reason	RETURN_REASON
	Priority	FS_INVLOC_ORDPRI
	Time to Reserve Unit of Measure	PERIOD_UOM
Payments	Tax Exempt Reason	GLOBAL_TAX_EXEMPTION
Payment Detail	Payment Method	MMOP_METHOD_TYPE
	Payment Type	PAYMENT_TYPE_CODE
	Payment Status	MMOP_PAYMENT_STATUS