3Setting Up Siebel PRM
Setting Up Siebel PRM
This chapter discusses how to set up Siebel PRM. It includes the following topics:
Installing Siebel PRM
To install Siebel PRM, you must:
Install a Web Server. Like other Siebel Business Applications, Siebel PRM includes Siebel Application Interface. The Web server must be already installed before you install Siebel PRM.
Install the Siebel Server. When you install the Siebel Server, you must enable at least the following components to use Siebel PRM:
Siebel eChannel
Workflow Management
Communications
Configure Server Components. After installing the server, you must configure the following server components:
Siebel Communications Server. For users to send email or fax messages you must configure the Siebel Communications Server. For information about setting up the Siebel Communications Server, see Siebel CTI Administration Guide.
Chart Server. For users to produce charts, you must configure the Chart Server. For information about setting up the Chart Server, see the Siebel Installation Guide for the operating system you are using.
Documents Server. For users to produce presentations, proposals, or correspondence, you must enable eDocuments during installation and configure the Document Server. For information about setting up the Document Server, see Siebel Applications Administration Guide.
Configure Siebel Management Console. After installing, you must start the Siebel Management Console portal to use the correct anonymous login. In the Enhanced Authentication section, edit the following values:
Anonymous User Name = guestcp
Anonymous User Password = your password for guestcp
Configure LDAP. In order to use the Siebel PRM new user registration, you must have LDAP configured.
For information about which Web servers are supported, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.
For information about installing Siebel Business Applications, see the Siebel Installation Guide for the operating system you are using.
For information about configuring LDAP, see Siebel Security Guide.
Activating Workflows for Siebel PRM
In order to use Siebel PRM, you must activate the Registration and Commerce workflows. Siebel PRM also includes other workflows that you might want to activate. For more information about activating workflows, see Siebel Business Process Framework: Workflow Guide.
Activating the Registration Workflows
You must activate the Registration workflows to let new partners register through the Siebel PRM Portal. For more information about partner registration, see Working with New Partners.
Activate the following User Registration workflows:
User Registration Process
User Registration SubProcess
User Registration Initial Process
User Registration Forgot Password Process
User Registration Forgot Password Process - CX Partner Portal
User Registration Process OUI
User Registration SubProcess OUI
After you activate the User Registration workflows, navigate to the Administration - Runtime Events screen and then the Events view. In the Event List, click the Reload Runtime Events Menu option.
Activating the Commerce Workflows
Activate the Commerce workflows to allow partner commerce. For more information about partner commerce, see Managing Sales with Siebel PRM.
Activate the following commerce workflows:
All workflows in which the Group field has the value eSales.
The workflow named "eChannel - Cancel Order Process"
The workflow named "eChannel Go to Current Quote View (eSales)"
The workflow named "eChannel Shopping Cart Scenarios Workflow"
Activating the Opportunity Management Workflows
Siebel PRM includes the following workflows that provide email notification about the status of opportunities in order to facilitate the sales process. You might choose to activate these, depending on your business model.
Activate the following opportunity management workflows:
Email Notification of Assigned Opportunity
Email Notification of Pending Opportunity
Email Notification of Inactive Opportunity
Email Notification of Lost Opportunity
Email Notification of Won Opportunity
For more information about these workflows, see the topic about opportunity workflows in Siebel Applications Administration Guide.
Activating the Partner Program Workflows
Siebel PRM includes workflows used in partner programs. Activate the following workflows:
PPR Auto Approval Workflow
PPR Expire Membership
PPR Send Approval Email
PPR Set Partner Program Inactive
PPR Agreement Association Process
PPR Agreement Cancel Process
PPR Can Apply To Partner Program Process
PPR Can Renew Program Membership Process
PPR Get Partner Program Applications Process
PPR Get Partner Program Memberships Process
PPR Get Partner Programs Process
PPR Membership Activation Workflow
PPR Program Product Creation Workflow
PPR Submit Partner Program Membership Application Process
Configuring Siebel PRM
Siebel PRM is fully configurable using Siebel Tools and any HTML editor or Web authoring application. You can configure the following:
Look and Feel. You can configure the look and feel of Siebel PRM to be consistent with the look and feel of your own Web site.
Data Presentation. You can configure business objects, business components, and fields presented in Siebel PRM in the same way that you do in other Siebel Business Applications. For example, you can add special fields or remove fields that are not needed in your business.
Architecture and Performance Preferences. You can set logging, file size, timeout, and other system preferences.
For information about configuring Siebel PRM, see Using Siebel Tools.
Configuring Online Help
As with other Siebel Business Applications, Siebel PRM comes with online help. You can change the online help to suit your business model. For more information on customizing online help, see Siebel Developer's Reference.
Personalizing Siebel PRM
Personalization means showing customers, employees, and partners what they want and need to see.
Some personalization is built into Siebel PRM. For example, when partners use the Siebel PRM Portal, it greets them by name and displays content targeted to their needs and interests.
You can personalize Siebel PRM further by using Siebel Personalization to define rules to show and hide views, applets, and content dynamically. Personalization deployment rules can depend on data such as users’ personal profile information, date ranges, their company, geographical information, and other parameters.
For information about administering personalization, see Siebel Personalization Administration Guide.
Setting Up Siebel PRM Web Services
If you want to use the Partner Program, Partner Registration, or Partner Locator Web services, you must set them up as described in this topic.
To set up the Siebel PRM Web services
Activate the Web service:
Navigate to the Administration – Web Services screen, then the Inbound Web Services view.
In the Name field, query for the desired Web service.
In the Status field, select Active.
Set up a service port for a Web service business process
Add one or more new records to the Service Ports list.
Complete the necessary fields. Some fields are described in the following table.
Field
Description
Name
Enter a name for the port, preferably one that provides information about the purpose of the service
Type
Select a PRM workflow processes or business services. After you have made this selection, this field displays the type you have selected, Workflow Process or Business Service.
Business Service/Business Process
After you have made a selection in the Type field, this field displays the name of the workflow process or business service you selected.
Transport
Select a transport method (for example, HTTP).
Address
Enter the address of your Siebel server.
Binding
Select a binding (for example, SOAP).
In the Operations list, add a new record and select a method for the Web service.
Create a Web Services Description Language (WSDL) file to be used by the developer working on the partner application:
Scroll up to the Inbound Web Services list at the start of the page.
Select the Web service.
Click Generate WSDL.
This step creates the Web Service Description Language (WSDL) file that describes the Web service, including what actions of functions the service performs based on the messages it receives or sends. WSDL is a standard is being defined by the World Wide Web Consortium; PRM uses version 1.1 of WSDL.
Setting Up Oracle Business Intelligence for Siebel PRM
Both the Siebel PRM Manager and the Siebel PRM Portal use Oracle Business Intelligence to allow partner managers and partners to analyze partner performance and many other aspects of business performance. For information about installing and setting up Oracle Business Intelligence, see Oracle Business Intelligence Infrastructure Installation and Configuration Guide.
Process of Setting Up Siebel PRM
In general, the channel operations manager does the preliminary work of setting up Siebel PRM when it is first deployed. After this preliminary planning and administrative work is done, the channel manager can add new partner companies and employees.
To set up Siebel PRM, perform the following tasks:
Setting Up the Organization Structure for Siebel PRM. Organizations are one way to control the data people can see. For example, if a user displays the All Contacts view, the contacts in that user’s organization appear. Organizations also provide structure to organize relationships with partners through the hierarchy, and provide a way to set up and group partner employees. You must plan the organization hierarchy for your own company and your partner companies.
Defining Partner Responsibilities. Responsibilities determine which views people can see. For example, employees have a responsibility that includes the My Contacts view, managers have a responsibility that also includes My Team’s Contacts view, and higher managers have a responsibility that also includes the All Contacts view. You control which responsibilities are available to partners. You must create the appropriate responsibilities so they are available to assign to users when you add the users.
Setting Up Access Groups and Categories for Siebel PRM. You use access groups and categories to share master data, such as literature and products, with partners. Access groups are groups of partner companies to which you can assign master data, regardless of their place in the organization hierarchy. Categories are groupings of master data.
Creating Price Lists for Siebel PRM. The channel operations manager must create the appropriate price lists for partners, so the channel manager can assign these to new partner companies that are added.
Setting Up Automatic Routing of Information for Siebel PRM. Optionally, you use Siebel Business Process Designer and Siebel Assignment Manager to route data automatically. For example, you can automatically send email to partners when certain application events occur.
Adding Partner Companies and Employees. After you have done the preliminary work of setting up Siebel PRM, you can add partner companies and employees.
Creating CHAMP Metrics. If you are planning to use CHAMP planning to work with your partners, create CHAMP metrics.
Note: If you are using Siebel Application Network for real-time integration, in addition to the setup tasks described in this chapter, you must perform the setup tasks described in Setting Up Application Services Interfaces for Siebel PRM.
Setting Up the Organization Structure for Siebel PRM
This task is a step in Process of Setting Up Siebel PRM.
Siebel business Applications let you divide your business into organizations. Organizations usually represent businesses or divisions of businesses, and they are one way to control visibility to data. For example, when users choose All Contacts, they display the contacts in their own organization.
Each partner company is represented by one or more organizations. If you put multiple partner companies in one organization, then employees of one company can see data that belongs to the other company. You avoid this problem by putting companies in organizations of their own.
You can create a hierarchical organization structure, which has one organization under another.
When you create the organization structure, be aware that it affects visibility in the Pick Partner dialog box. Whenever channel managers use a dialog box that lists partners, the dialog box includes the partners in their own organization and in suborganizations of that organization. However, if the user has access to the All Partners Across Organizations view, then the Pick Partner dialog box includes partners in all organizations. This visibility in the Pick Partner dialog box makes it easier for partner managers to work with partner records. For more information about configuring visibility, see Configuring Visibility for Siebel PRM.
You can set up your partner hierarchy in different ways, depending on your business requirements. For example, you can:
Set up the organization hierarchy so channel managers are in organizations of their own, and the partner companies that report to each manager are in organizations that are under that manager’s organization. Then, when channel managers use the Pick Partner dialog box, the partner organizations that they manage are visible.
Set up organizations that reflect the structure of your partner programs. For example, you can set up one organization for your resellers, another for your service partners and a third for alliance partners. Channel manager employees would be placed in the organization for which they worked, and would have visibility to the partners belonging to that organization.
Set up an organization hierarchy structure where all partners report to the main brand owner organization. Channel manager employees would be a part of this main organization, so they would be able to see the partners when they use the Pick Partner dialog box.
If a partner company is large, you can create a hierarchical structure with multiple organizations for just that company. For example, if you assign opportunities to different regional divisions within a partner company, you can create a structure with one organization representing the entire partner company and organizations under it in the hierarchy representing its regional divisions. Then, you can assign an opportunity to a regional division so only that division can view it. This structure would also let you delegate the administration of each region to different administrators, have sales representatives and employees associated with the region in which they work, and organize other company data by region.
When your company first deploys Siebel PRM, the channel operations manager uses the Administration - Group screen to set up the overall organization structure, and uses the Administration - Partner screen to add organizations representing existing partners.
When your company adds new partners, channel managers use the Administration - Partner screen to add organizations representing the new partner companies. For more information on working with organizations using the Administration - Group screen, see Siebel Applications Administration Guide and Siebel Security Guide. For more information about adding a partner organization using the Administration - Partner screen, see Working with New Partners.
Defining Partner Responsibilities
This task is a step in Process of Setting Up Siebel PRM.
Responsibilities specify which views users can access.
For example, you can create the responsibilities of Salesperson, which includes the My Opportunities view; Sales Manager, which includes both the My Opportunities and My Team’s Opportunities views; and Sales Director, which includes the My Opportunities, My Team’s Opportunities, and All Opportunities views.
If you are using delegated administration, you make one partner employee the delegated administrator by assigning that employee the responsibility of Partner Operations Manager, which lets that partner employee see the delegated administration views of the Siebel PRM Portal. Then, while adding employees, the delegated administrator assigns them responsibilities that you have created.
An employee in your company (usually your system administrator) must create the responsibilities. To make sure that partner users are not given access to inappropriate data, delegated administrators at partner companies cannot create responsibilities. They can only select from the list of responsibilities to which you have given them access.
Use the Administration - Application screen, Responsibilities view to create responsibilities.
In the seed data that is distributed with Siebel PRM, all responsibilities on the Siebel PRM Manager side begin with "Channel," and all responsibilities on the Siebel PRM Portal side begin with "Partner." The responsibilities included in the seed data are shown in the following tables. The table below shows the responsibilities included in Siebel PRM seed data with views in Siebel PRM Portal.
Table Responsibilities in Siebel PRM Seed Data with Views in Siebel PRM Portal
Responsibility |
Description |
|---|---|
Partner Operations Manager |
The main administrative role in the partner company, with access to the Delegated Administration views and most other views in the Siebel PRM Portal. This responsibility is given to a small number of users in the partner company. |
Partner Relationship Manager |
The manager at the partner company responsible for daily interactions with the brand owner. Has access to all views in the PRM Portal except administrative views, such as the Delegated Administration views. |
Partner Sales Manager |
The sales manager at the partner company. Has access to the My and My Team’s views of all sales-related screens, but not to service screens. |
Partner Sales Rep |
The sales agent at the partner company. Reports to the partner sales manager. Has access to the My Views of all sales-related screens. |
Partner Service Manager |
The service manager at the partner company. Has access to the My and My Team’s views of all service-related screens, but not to sales screens. |
Partner Service Rep |
The service agent at the partner company. Reports to the partner service manager. Has access to the My Views of all service-related screens. |
Self-Registered Partner Agent |
Self-registered partner. Has access to a limited set of views on the Siebel Partner Portal. Does not have access to views that display transactional data such as Opportunities, Accounts, Contacts or Orders. |
Unregistered Partner Agent |
An anonymous browser. |
The following table shows the responsibilities included in Siebel PRM seed data with views in Siebel Partner Manager.
Table Responsibilities in Siebel PRM Seed Data with Views in Siebel Partner Manager
Responsibility |
Description |
|---|---|
Channel Executive |
The channel executive at the brand owner. Has access to all views for sales and service, including all across organizations views. Also has access to partner sales, service and marketing analysis views, and to revenues, forecasting, CHAMP and reports and charts. |
Channel Partner Manager |
The manager at the brand owner company responsible for daily interactions with the partner. Has access to the My and My Teams views of all sales and service-related screens, to CHAMP screen, and to forecasting screen. |
Channel Marketing Manager |
The manager at the brand owner company responsible for marketing activities. Has access to all marketing-related views, including marketing administration views and other related views, such as views in the MDF, Contacts, and Opportunities screens. |
Channel Operations Manager |
The system administrator at the brand owner company responsible for setting up and maintaining Siebel PRM. Has access to all administration screens. |
Setting Up Access Groups and Categories for Siebel PRM
This task is a step in Process of Setting Up Siebel PRM.
Siebel business Applications include two different types of data:
Transactional Data. This is data that users can create, read, edit, and delete. For example, opportunities, accounts, contacts, and service requests. This data can be assigned to individuals, to groups of individuals (such as a sales team), or to organizations.
Master (or Referential) Data. This is data that users can only read, such as sales literature and service solutions. It is usually assigned to groups of users through access groups.
Channel managers use access groups and categories as follows to assign master data to partners:
Access groups. These are groups of parties, such as organizations, divisions, user lists or positions. Individuals such as contacts or employees cannot be assigned directly to an access group. If you want to add an individual partner to an access group, you must add the partner to a user list and assign the user list to the access group.
Categories. These are groups of data. For example, you might create a category with your product literature and frequently asked questions about a specific product line.
Before channel managers assign any master data to partner companies, the channel operations manager must analyze the way you need to share master data with your partners and create the appropriate categories and access groups.
For example, you have partners who sell different product lines that your company manufactures, such as servers and desktop computers. Some partners do not sell all of the products within a given product line; some might sell only the most powerful servers or the low-priced desktops. In this situation, you can create categories for the product lines you sell, and also create categories for each individual product that you sell, for each specific model of server and desktop computer. Then, you would associate sales literature, training courses, and other information about an entire product line with the appropriate category, and associate information about an individual product with the appropriate category.
Finally, you would create access groups for partners that sell each product line, such as Server Resellers and Desktop Resellers. Each of these access groups could have child access groups for each product within the product line. The access groups could then be associated with the appropriate catalogs and categories; for example, the server access group would be associated with the server catalog. The structure would be in place so that when partners are added to the access groups they get information about the product lines and the specific products they sell.
After the channel operations manager has done this initial work of setting up categories and access groups, the channel managers can assign data to partner companies. If you create new sales literature or a new training course, you associate it with the appropriate category to make it visible to the partners who need it. If you enroll a new partner, you associate it with the appropriate access groups to give it visibility to the master data it needs. For more information about working with categories and access groups, see Siebel Security Guide and Siebel eSales Administration Guide.
Creating Price Lists for Siebel PRM
This task is a step in Process of Setting Up Siebel PRM.
Price lists are the only type of master data that is not assigned using access groups, because price lists are usually assigned to smaller groups of partner companies than other forms of master data.
For example, you might assign master data to an access group called resellers, but you might have a different price list for each reseller, or you might have a standard price list for most resellers but special price lists for five of your resellers.
When you first set up Siebel PRM, your channel operations manager has to set up the appropriate price lists for your partners. The channel managers can assign these price lists to new partner companies that they add. For more information about setting up price lists, see Siebel Pricing Administration Guide.
Setting Up Automatic Routing of Information for Siebel PRM
This task is a step in Process of Setting Up Siebel PRM.
You can use Siebel Business Process Designer and Siebel Assignment Manager to automatically share information with your partners. The sample data shipped with Siebel PRM includes sample workflows that you might find useful.
Siebel Business Process Designer can provide automatic email or fax notification to partners under conditions that you specify. For example, whenever you assign a sales opportunity for more than $500,000 to a partner, Siebel Business Process Designer can automatically inform the partner by email that there is an important new opportunity.
Assignment Manager can automatically assign opportunities, service requests, and other data to the partner who is best able to work with them. You can create rules based on your partners’ expertise, location, work load, and other conditions, and Assignment Manager automatically assigns data to the employee or partner who fits those rules. For example, it could assign a new service request to the employee or partner who has the required expertise, is in the correct location, and also has the fewest service requests in the queue.
For information about the workflows included in the Siebel PRM sample data, see Activating Workflows for Siebel PRM. For more information about defining rules to allow automatic email notification and customizing notification messages, see Siebel Business Process Framework: Workflow Guide. For more information creating rules in Assignment Manager, see Siebel Assignment Manager Administration Guide.
Adding Partner Companies and Employees
This task is a step in Process of Setting Up Siebel PRM.
After you have completed the preliminary work of planning the organization structure, creating responsibilities, and setting up access groups and categories, then you must add partner companies and employees.
For information about adding new partner companies and employees, see Working with New Partners.
Creating CHAMP Metrics
This task is a step in Process of Setting Up Siebel PRM.
Channel and Alliance Management Process (CHAMP) helps brand owners and partners work collaboratively.
If you are using CHAMP planning, create metrics that let you measure your partners’ performance when you are setting up Siebel PRM.
In your ongoing work with your partners, you create and execute initiatives and plans that will be evaluated using these metrics. For more information about CHAMP planning, see CHAMP Planning.
Configuring Visibility for Siebel PRM
Siebel PRM includes visibility enhancements to support collaboration of partners with the brand owner and with other partners, but they do not cover every possible scenario. If your business model requires different visibility enhancements, you can configure Siebel PRM with Siebel Tools in the following ways:
Configuring visibility of pop-up or pick applets
Configuring visibility of child objects in views
Letting users change primary on visibility teams, including position- and organization-based teams
This topic describes the Siebel PRM visibility enhancements and gives you background information that you need to configure visibility. It does not give you detailed instructions for working in Siebel Tools.
For information about using Siebel Tools, see Using Siebel Tools.
About Visibility Enhancements in Siebel PRM
Visibility is important to Siebel PRM, because it facilitates collaboration between partners and other partners or the brand owner.
To preserve the privacy of each company’s data, partners do not have visibility to all records associated with certain business components, only to the records in their organization.
For example, in other Siebel Business Applications, if you navigate to the Accounts screen, select an Account record, and then navigate to the Contacts view, you see all the contacts that are associated with that account. In the Siebel PRM Portal, the partner sees contacts associated with the account only if it is in the partner’s organization.
This visibility capability applies to information in the following views in the Siebel PRM Portal:
Opportunity screen: Contacts, Quotes, Revenues, Products, Activities
Account screen: Opportunity, Quotes, Orders, Revenues, Activities
Siebel PRM also has enhancements that allow partners to collaborate with other partner companies by assigning data to positions or organizations in other partner companies. For more information, see Partner-to-Partner Collaboration .
Configuring Visibility
If your business model requires other visibility enhancements beyond these, you can configure visibility using the methods in the following topics:
Configuring Visibility of Pop-Up or Pick Applets in Siebel PRM
Pop-up visibility determines what data is shown when a pop-up pick applet is displayed. For example, when a user associates a contact with an account, or adds a sales representative to the sales team. For more information about configuring visibility of pop-up or pick applets, see Siebel Security Guide.
Allowing Users to Change the Primary on a Visibility Team
Siebel Business Applications use visibility teams to determine what data is displayed in different views. There are both position- and organization-based visibility teams.
For example, the My Opportunity view is position-based; it shows opportunities where the user is on the Sales Team. The All Opportunities view is organization-based; it shows opportunities where the user's organization is on the organization team.
Both position- and organization-based visibility teams have primary members.
On position-based teams, the primary member is the only user who can delete the data. The primary member is also used occasionally in Forecasting and Analytics to determine which organization is credited for certain metrics. On organization-based teams, the primary on the organization team is also important in measuring results on certain metrics.
The developer can either restrict the ability to change the primary team member to the manager of the primary on the position team, or give this ability to all users. By default, for position-based teams, only the primary's manager can change the primary. By default, for organization-based teams, any user can change the primary organization.
To change the default behavior, the developer must add a user property to the business component called MVG Set Primary Restricted, with the following syntax:
Name: MVG Set Primary Restricted: [visibility mvlink name]
Value: TRUE or FALSE