Contents
1 What’s New in This Release
2 Overview of Siebel CRM Desktop for Microsoft Outlook
- Overview of Siebel CRM Desktop for Microsoft Outlook
- Benefits of Using Siebel CRM Desktop
- Scenarios for Using Siebel CRM Desktop
- Overview for Using This Book
3 How Siebel CRM Desktop Works
- How Siebel CRM Desktop Works
- Overview of How Siebel CRM Desktop Works
- How Siebel CRM Desktop Uses the Siebel Enterprise
- Metadata That Siebel CRM Desktop Uses
4 How Siebel CRM Desktop Handles Siebel CRM Data
- How Siebel CRM Desktop Handles Siebel CRM Data
- How Siebel CRM Desktop Handles Activities
- Overview of How Siebel CRM Desktop Handles Activities
- How Activities Are Created or Modified
- How Siebel CRM Desktop Processes Activities
- How Siebel CRM Desktop Resolves Participants and Email Recipients of Activities
- How Siebel CRM Desktop Displays Activities in Microsoft Outlook
- How Siebel CRM Desktop Sets the Primary Employee of Activities
- How Siebel CRM Desktop Handles Attachments
- How Siebel CRM Desktop Handles Shared Activities
- How Siebel CRM Desktop Handles Microsoft Outlook Calendar Data
- How Siebel CRM Desktop Handles Microsoft Outlook Calendar Items That Users Save, Change, or Delete
- How Siebel CRM Desktop Handles Siebel CRM Activities That Users Save, Modify, or Delete
- How Siebel CRM Desktop Handles a Calendar Appointment
- How Siebel CRM Desktop Handles a Repeating Calendar Appointment
- How Siebel CRM Desktop Handles Microsoft Outlook tasks
- How Siebel CRM Desktop Handles Microsoft Outlook Email Messages
- How CRM Desktop Displays Data That Is Not Directly Visible
- How a User Can Link Siebel CRM Records to Microsoft Outlook Records
- How Siebel CRM Desktop Handles Items If the User Removes the CRM Desktop Add-In
5 How Siebel CRM Desktop Synchronizes Data
- How Siebel CRM Desktop Synchronizes Data
- How Siebel CRM Desktop Synchronizes Data Between the Client and the Siebel Server
- How Siebel CRM Desktop Synchronizes Data During the Initial Synchronization
- How Siebel CRM Desktop Synchronizes Data During an Incremental Synchronization
- How Siebel CRM Desktop Synchronizes Siebel CRM Data
- How Siebel CRM Desktop Manages Synchronization Duration
- Situations Where Siebel CRM Desktop Reinstalls the Data Structure
- Factors That Determine the Data That Siebel CRM Desktop Synchronizes
- How Siebel CRM Desktop Handles Synchronization Duplicates and Errors
6 Installing Siebel CRM
- Installing Siebel CRM
- Roadmap for Installing Siebel CRM Desktop
- Process of Preparing the Siebel Server
- Overview of Installing the CRM Desktop Add-In
- Process of Installing the CRM Desktop Add-In
- Options for Installing the CRM Desktop Add-In
- Customizing the First Run Assistant
- Customizing How First Run Assistant Uses the Customization Package
- Customizing How Siebel CRM Desktop Connects to the Internet
- Changing Behavior of the CRM Desktop-Login Dialog Box
- Customizing How the First Run Assistant Performs the Initial Synchronization
- Customizing How Siebel CRM Desktop Shares Native Microsoft Outlook Items
- Suppressing the Dialog Boxes That First Run Assistant Displays
- Configuring Contact Conversion Options for First Run Assistant
- Storing Siebel Object Types in Microsoft Outlook Storage
- Installing Siebel CRM Desktop in the Background
- Using the Windows Command Line to Set Optional Parameters
- Customizing the First Run Assistant
- Troubleshooting Siebel CRM Desktop Installation
7 Administering Siebel CRM Desktop
- Administering Siebel CRM Desktop
- Controlling the Behavior of Siebel CRM Desktop
- Controlling How Siebel CRM Desktop Handles CRM Data
- Removing Siebel CRM Desktop
- Administering Logging
- Troubleshooting Problems That Occur with Siebel CRM Desktop
8 Controlling Synchronization
- Controlling Synchronization
- Controlling Synchronization Filters
- Controlling Synchronization Time, Day, and Size
- Overview of Controlling Synchronization Frequency
- Controlling the Synchronization Intervals That Display in the Synchronization Tab
- Controlling the Time and Day When Synchronizations Occur
- Controlling the Size and Type of Synchronized Records
- Synchronizing All Changes or Only Local Changes
- Controlling the Number of Records That Synchronize
- Configuring Siebel CRM Desktop to Disregard Erroneous Data That Users Modify
- Controlling the Number and Size of Batch Requests
- Controlling Other Configurations That Affect Synchronization
- Configuring How CRM Desktop Gets Updates That Occur During Synchronization
- Configuring CRM Desktop to Synchronize Private Activities
- Allowing Users to Open Top-Level Objects from the Control Panel
- Controlling the View Mode During Synchronization According to Object Type
- Controlling How Siebel CRM Desktop Deletes Records During Synchronization
- Resolving Synchronization Conflicts
9 Customizing Siebel CRM
- Customizing Siebel CRM
- Overview of Customizing Siebel CRM
- Customizing How Siebel CRM Desktop Processes Objects
- Customizing Field Mapping
- Customizing Synchronization
- Customizing Forms
- Customizing Toolbars
- Customizing Dialog Boxes
- Customizing Views
- Customizing the SalesBook Control
- Customizing Meta Information
- Customizations That Oracle Does Not Support
- Using Siebel Tools
- Customizing Form Handlers
- Registering Form Controls
- Customizing Field Behavior
- Customizing UI Behavior
- Customizing the Product Name
- Customizing the Email Address of the Support Team
- Controlling Buttons That Send Email Messages and Set Up Meetings
- Controlling the New Button in the Sales Book
- Controlling the Search in Siebel Button That Does Online Lookup
- Controlling How Siebel CRM Desktop Pins Objects
- Controlling How Siebel CRM Desktop Sorts Records in Comboboxes
- Controlling How Siebel CRM Desktop Handles Data That Is Not Directly Visible
- Controlling How Siebel CRM Desktop Adds Deleted Items to the Exclusion List
- Preventing Users from Deleting Records
- Preventing Users from Deleting Calendar Items and Activities According to Conditions
- Preventing Users from Creating New Objects
- Making Forms Read-Only
- Controlling Access to Object Types
- Localizing Strings
- Localizing the Forms Files
- Validating the Data That Users Enter
- Process of Adding Custom Objects
- Adding Custom Dialog Boxes
- Removing Customizations
- Removing Child Objects
- Troubleshooting Problems That Occur When You Customize Siebel CRM Desktop
10 Customizing Picklists
- Customizing Picklists
- Overview of Customizing Picklists
- Modifying the Values That Predefined Static Picklists Display
- Modifying the Values That Predefined Lists of Values Display
- Process of Creating Predefined Picklists
- Identifying Predefined Picklist Objects in Siebel CRM
- Creating an Integration Object for the Contact Method Picklist
- Extending an Integration Object for the Contact Method Picklist
- Adding Fields to the Customization Package
- Customizing the Physical Layout for the Pick List
- Publishing and Testing Picklists
- Process of Creating Custom Static Picklists
- Modifying Siebel CRM Objects to Support Static Picklists
- Adding Fields to the Metadata to Support Static Picklists
- Adding Fields to the Basic Mapping to Support Static Picklists
- Modifying the Basic Mapping to Store Values for Static Picklists
- Modifying the Form to Support Static Picklists
- Uploading and Testing Your Static Picklist
- Creating Static Picklists That Use Long Values
- Process of Creating Dynamic Picklists
- Process of Creating Dynamic Picklists That Use Custom Objects
- Process of Creating Dynamic Picklists That Use a SalesBook Control
- Modifying Siebel CRM Objects to Support a Dynamic Picklist That Uses a SalesBook Control
- Modifying the Metadata
- Modifying the Basic Mapping and Connector Configuration
- Defining the View
- Modifying the Business Logic and Testing Your Work
- Defining Multiple Linked Fields
- Code That Creates the View Definition That the SalesBook Control Uses
- Process of Creating Hierarchical Picklists
- Configuring Unbounded Picklists
- Configuring Lists of Values to Support Multiple Languages
11 Customizing Multi-Value Groups
- Customizing Multi-Value Groups
- Overview of Customizing Multi-Value Groups
- Process of Creating MVG Fields
- Making an MVG Field a Required Field
- Configuring Autocomplete Lists and Primary Selectors for MVGs
12 Customizing Authentication
- Customizing Authentication
- Overview of Customizing Authentication
- Installing CRM Desktop SSO
- About CRM Desktop SSO Architecture
- CRM Desktop SSO Objects You Can Customize
13 Reference Information for Siebel CRM
- Reference Information for Siebel CRM
- Registry Keys You Can Use with Siebel CRM Desktop
- Parameters You Can Use with Log Files
- Filters in the CRM Desktop Filter - Edit Criterion Dialog Box
- Threshold That Siebel CRM Desktop Uses to Display the Confirm Synchronization Tab
- Files That the Customization Package Contains
- Microsoft Outlook Field Types and Equivalent Convertor Classes
14 How Siebel CRM Desktop Maps Fields Between Siebel CRM Data and Microsoft Outlook Data
- How Siebel CRM Desktop Maps Fields Between Siebel CRM Data and Microsoft Outlook Data
- How Siebel CRM Desktop Maps Fields Between Siebel Activities and Outlook Calendar
- How Siebel CRM Desktop Maps Fields Between Siebel Activities and Outlook To Do Items
- How Siebel CRM Desktop Maps Fields Between Siebel CRM Activities and Outlook Emails
- How Siebel CRM Desktop Transforms Objects Between Siebel CRM Data and Microsoft Outlook
Data
- How Siebel CRM Desktop Transforms a Calendar Event That Does Not Repeat
- How Siebel CRM Desktop Transforms a Repeating Calendar Event That Matches a Siebel Repeating Pattern
- How Siebel CRM Desktop Transforms a Repeating Calendar Event That Does Not Match Siebel Repeating Patterns
- How Siebel CRM Desktop Transforms Siebel CRM Activities That Do Not Repeat
- How Siebel CRM Desktop Transforms Siebel CRM Activities That Repeat
- How Siebel CRM Desktop Maps Fields Between a Siebel Calendar Appointment and a Microsoft Outlook Calendar Appointment
15 XML Files Reference
- XML Files Reference
- Getting Information About Tags of the Metadata Files
- XML Code That Maps a Field
- Example Code of the Siebel Basic Mapping File
- Type Tag of the Siebel Basic Mapping File
- Form Tag of the Siebel Basic Mapping File
- Alt Message Classes Tag of the Siebel Basic Mapping File
- Custom Views Tag of the Siebel Basic Mapping File
- Field Tag of the Siebel Basic Mapping File
- Writer Tag of the Siebel Basic Mapping File
- XML Code That Customizes Platform Configuration
- XML Code That Customizes Synchronization
- Example Code of the Connector Configuration File
- Types Tag of the Connector Configuration File
- Type Tag of the Connector Configuration File
- View Tag of the Connector Configuration File
- Synchronizer Tag of the Connector Configuration File
- Links Tag of the Connector Configuration File
- Natural Keys Tag of the Connector Configuration File
- Filter Presets Tag of the Connector Configuration File
- XML Code That Customizes Forms
- Form Tag of the Forms File
- Validation Rules Tag of the Forms File
- Script Tag of the Forms File
- Info Bar Tag of the Forms File
- Page Tag of the Forms File
- Stack Tag of the Forms File
- Control Tag of the Forms File
- Types of Controls for the Control Tag of the Forms File
- Values of the Control Tag of the Forms File
- Combobox Control of the Forms File
- Dropdown Control of the Forms File
- Lookup Control of the Forms File
- Multicurrency Control of the Forms File
- MVG Primary Selector Control of the Forms File
- Subform Control of the Forms File
- Web Page Control of the Forms File
- XML Code That Customizes Toolbars
- XML Code That Customizes Dialog Boxes
- XML Code That Customizes Views
- XML Code That Customizes the SalesBook Control
- XML Code That Provides Meta Information
- Siebel Meta Info Tag of the Siebel Meta Information File
- Common Settings Tag of the Siebel Meta Information File
- Object Tag of the Siebel Meta Information File
- Field Tag of the Siebel Meta Information File
- Extra Command Options Tag of the Siebel Meta Information File
- Open With URL Template Tag of the Siebel Meta Information File
- Picklist Tag of the Siebel Meta Information File
- Master Filter Expression Tag of the Siebel Meta Information File
16 Glossary
- access control
- account
- account team
- ActiveX
- ActiveX control
- activity
- activity (Siebel CRM)
- activity template (Siebel CRM)
- calendar appointment (Microsoft Outlook)
- attendee (Microsoft Outlook)
- authentication
- business component
- business object
- business object (activity)
- business object (interaction)
- child business component
- child record
- client computer
- consumer
- contact
- contact points
- GlobalObjectId
- CRM (Customer Relationship Management)
- CRM contact
- CRM Desktop add-in
- current view
- custom view
- customer
- customer team
- customization
- customization package
- cyclical synchronization
- data synchronization
- DHTML
- direct link
- Dynamic HTML (DHTML)
- encryption
- form
- hash value
- homepage
- household
- inbound Web service
- integration object instance
- interaction (Siebel CRM)
- installation package
- lead
- list view
- lookup control
- meeting
- metadata files
- offline
- online
- opportunity
- organization team
- organizer
- Microsoft Outlook data
- Microsoft Outlook folder
- Microsoft Outlook object
- Microsoft Outlook add-in
- Microsoft Outlook portlet
- Microsoft Outlook standard view
- mvg link
- parent business component
- parent record
- parent-child relationship
- participant
- participant of interaction
- personalization
- PIM
- personal information manager (PIM)
- PIM data
- portlet
- position
- property set
- recipient
- record
- responsibility
- sales team
- side pane
- Siebel Business Application
- Siebel CRM data
- Siebel CRM Desktop
- Siebel Server
- Siebel Web services framework
- SOAP
- Simple Object Access Protocol (SOAP)
- standard Microsoft Outlook
- synchronization
- synchronization filter
- task (Microsoft Outlook)
- task (Siebel CRM)
- Web services