Contents

• Title and Copyright Information
• Preface
• 1 What's New in this Release
  • What's New In Siebel Self Service Administration Guide, Siebel CRM 19.1 Update
  • What’s New in Siebel Self Service Administration Guide, Siebel 2018
• 2 About Siebel Self Service
  • About Siebel Self Service
  • Tasks for Customers on the Siebel Self Service Web Site
  • Tasks for Customer Service Representatives in Siebel Self Service
  • Features of Siebel Self Service
  • Requirements for Installing Siebel Self Service
  • About Deploying Siebel Self Service
• 3 Setting Up Siebel Self Service
  • Setting Up Siebel Self Service
  • About Setting Up Siebel Self Service
  • Roadmap for Setting Up Siebel Self Service
  • About the Application Object Manager Components for Siebel Self Service
  • Process of Adding the Application Object Manager Components for Siebel Self Service
    • Editing the new_comp_sia.dat File
    • Running the new_compdef_sia Script
• 4 Configuring Siebel Self Service
  • Configuring Siebel Self Service
  • About Configuring Siebel Self Service
  • About Configuring Oracle Knowledge for Siebel Self Service
  • Configuring Siebel Self Service for Oracle Knowledge
  • Configuring Siebel Self Service
  • Configuration Tools for the Siebel Self Service Web Site
  • Setting Up the Applet for Twitter
    • Obtaining a Twitter Widget
    • Displaying the Twitter Widget in Siebel Self Service
    • Designating the Height and Width of the Twitter Timeline
  • Setting Up Customer Satisfaction Surveys
  • Setting Up Autocreation of Attachments for Siebel Self Service
• 5 Administering Siebel Self Service
  • Administering Siebel Self Service
  • About Administering Siebel Self Service
  • About the Security Framework for Siebel Self Service
    • About Authentication for Siebel Self Service
    • Access Control for Siebel Self Service
    • About Data Privacy for Siebel Self Service
  • Administering Navigation Links
    • Constructing Expressions
  • Process of Administering Web Access
    • Activating the Workflow for Email Password Button
    • Registering Customers
    • Reassigning Passwords
  • Configuring the Applets for Program Information
  • Setting Up the Knowledge Base for Siebel Self Service
    • Setting Up FAQs for Siebel Self Service
      • Creating the Self Service Catalog
      • Setting Up FAQs
      • Notes About Setting Up FAQs
    • Setting Up Siebel eSmartScripts for Siebel Self Service
      • Notes About Siebel eSmartScripts
    • Setting Up Downloads, Documentation, and Product Literature
      • Types of Literature
      • Making Literature Available to Customers
  • Process of Setting Up Office Locations
    • Importing Geocode Data
    • Creating Divisions for Office Locations
    • Creating Categories for Office Locations
    • Creating Office Locations
    • Linking Search Results to Map Services
  • About Email Notifications
  • Setting Up Information for Email
  • Process of Administering Service Requests
    • Adding Updates to Service Requests
    • Creating Solutions
    • Associating Solutions with Service Requests
    • Associating Attachments with Service Requests
  • Setting Up Service Request Entitlements
  • Process of Setting Up Email Notifications
    • Setting Up Email Notification for Siebel Self Service
      • Adding Additional Contacts for Email Notification
    • Enabling Component Groups and Policies for Email Notifications
    • Designating Customers for Email Notifications
    • Changing Parameters for Generate Triggers Component
    • Starting the Task for Generate Triggers Component
    • Changing Parameters for Workflow Monitor Agent Component
    • Starting the Task for Workflow Monitor Agent Component
  • Setting Up Asset Management
    • Setting Up Warranties
      • Creating Specific Warranties
      • Creating Default Warranties
    • Setting Up Product News
    • Setting Up Recommended Services
  • Administering Customer Satisfaction Surveys
• 6 Using Siebel Self Service
  • Using Siebel Self Service
  • Managing User Profiles on the Siebel Self Service Web Site
    • Registering on the Siebel Self Service Web Site
    • Updating User Profiles
  • Accessing the Siebel Self Service Web Site
    • Logging In to the Siebel Self Service Web Site
      • Logging Out of the Siebel Self Service Web Site
    • Obtaining a New Password
  • Obtaining Program Information on the Siebel Self Service Web Site
    • Searching the Knowledge Database for Program Information
    • Reviewing Program Information
    • Reviewing News Articles
  • Contacting the Web Site Host
    • Finding Office Locations of the Web Site Host
    • Sending Email to the Web Site Host
  • Accessing Twitter on the Siebel Self Service Web Site
  • Managing Service Requests on the Siebel Self Service Web Site
    • Submitting Service Requests
    • Adding Attachments to Service Requests
    • Adding Updates to Service Requests
    • Viewing Solutions for Service Requests
• 7 Workflows for Siebel Self Service
  • Workflows for Siebel Self Service
  • Workflows for Registration
    • User Registration Initial Process Workflow
    • User Registration Process OUI Workflow
    • PUB Citizen User Registration Process Workflow
    • User Registration SubProcess OUI Workflow
    • User Registration Forgot Password (CX eService) Workflow
    • PUB Citizen User Registration Forgot Password Process Workflow
  • Workflows for Interview Sessions
    • OPA Integration Workflow
    • OPA Integration Sub Workflow
    • OPA Interview Service Main Workflow
    • OPA Get PreSeed Data Workflow
    • OPA Interview Service Sub Workflow
    • OPA Process Submit Data Workflow
    • OPA End Interview Workflow
    • OPA Get Meta Data Service For PUB Sample Intake Contact Workflow
    • OPA Metadata Service - CheckAlive Workflow
  • Workflows for Cases
    • PUB Citizen Create Case Activity Workflow
    • PUB Citizen Case Re-open Workflow
• 8 Siebel Self Service for Communications, Media, and Energy
  • Siebel Self Service for Communications, Media, and Energy
  • About Siebel Self Service for Communications, Media, and Energy
  • Differences Between Siebel Self Service and Siebel Self Service for CME
    • Differences in the Customer Portal for CME
      • Support for Complex Account Management
      • Support for Complex Orders Including Products and Services
    • Differences in Personalization for CME
• 9 Siebel Self Service for Automotive
  • Siebel Self Service for Automotive
  • About Siebel Self Service for Automotive
  • Differences Between Siebel Self Service and Siebel Self Service for Automotive
  • Features in User Interface for Siebel Self Service for Automotive
    • Dealer Locator
    • Inventory Search for Vehicles
    • My Profile View
    • My Vehicles View
    • Preventive Maintenance
    • Visibility of Preventive Maintenance Actions to Customer
    • Vehicle Registration
    • Service Requests
    • Service History
    • Administering Siebel Self Service for Automotive
    • Activating Vehicle Registration Workflows
    • Sharing Preventive Maintenance Documents with Customers
• 10 Using Siebel Public Sector Self Service
  • Using Siebel Public Sector Self Service
  • About Siebel Public Sector Self Service
    • About National Identification Numbers
    • About Contacts in Siebel Public Sector
  • Determining Benefits Eligibility on Siebel Public Sector Self Service
  • Roadmap for Integrating Oracle Policy Automation With Siebel Public Sector Self Service
    • Process of Preparing Oracle Policy Automation Integration
      • Activating the Appropriate Workflows
      • Setting the Application Level User Property
      • Configuring the Inbound Web Service for OPA Metadata Web Service
      • Exposing the Siebel Metadata to OPA
      • Setting Up the OPA Hub Connection
    • Process of Integrating Oracle Policy Automation in Siebel
      • Configuring Oracle Policy Automation Interview Service URL in Siebel
      • Creating SSO Name Using the Interview Service URL
      • Configuring Parameters for Interview Sessions
      • Configuring Parameters for Resuming Interviews
    • Showing the Oracle Policy Automation Interview in Siebel Public Sector Self Service
    • Control Types for Integrating Oracle Policy Automation
    • Custom Properties for Control Types
      • Custom Properties for Labels
      • Custom Properties for Images
      • Custom Properties for Additional Controls
      • Custom Properties for Screens
    • Custom Properties for Entities
      • Example HTML file for Entity Custom Properties
    • Manifest Files for View and Applet of OPA Interview Service
      • Create and deploy the Sample rulebases in OPA.
  • Managing Applications on Siebel Public Sector Self Service
    • Applying for Benefits
    • Resuming a Saved Interview
    • Resuming the Submission of Applications
    • Viewing the Status of Submitted Applications
    • Revising Rejected Applications
    • Adding Attachments to Applications
    • Cancelling Applications
    • Deleting Applications
  • Managing Cases on Siebel Public Sector Self Service
    • Viewing Cases
    • Updating Cases
    • Requesting Appointments for Cases
    • Viewing the Status of Appointment Requests
    • Requesting Appeals for Cases
    • Viewing the Status of Appeal Requests
• 11 Business Services for Oracle Policy Automation
  • Business Services for Oracle Policy Automation
  • OPA Interview Framework Service
    • AddPropertiesToPropertySet Method
    • AddSoapHdrFilter Method
    • CacheSessionId Method
    • ChangePropertysetType Method
    • Clearflags Method
    • ConvertSiebelIntObjToStartInterviewReqIntObj Method
    • ErrorHandling Method
    • Get Action Method
    • GetAdminMappingInfo Method
    • GetAdminMappingInfoAndCache Method
    • GetCachedIO Method
    • GetPropertySet Method
    • HasRequestSent Method
    • InvokeWorkflow Method
    • PopulateOutPutProperties Method
    • Prepare Request Method
    • PrepareRequestAfterSubmit Method
    • PrepareRequestGetInputData Method
    • PrepareRequestGetSeedData Method
    • PrepareRequestInvestigateWithPrevScreen Method
    • PrepareRequestStartInterview Method
    • ProcessResponse Method
    • SetErrors Method
    • SetSearchSpecToSiebelMsg Method
    • ShowErrors Method
    • PUB OPA Utilities Service
      • UpsertRecord Method
  • Metadata Filter Service
    • Request Filter Method
    • Response Filter Method