3Correspondence

Correspondence

This chapter includes information about administering and using Siebel Correspondence. It includes the following topics:

• About Siebel Correspondence

• Scenario for Managing Correspondence

• Process of Setting Up and Using Correspondence

• Creating and Updating the SIEBEL.HTML File

• Creating Correspondence Templates in Microsoft Word

• (Optional) Adding Insertion Templates into Correspondence Templates

• Creating Records for Correspondence Templates in the Siebel Application

• Configuring Additional Merge Fields For Correspondence Templates

• Generating Correspondence

About Siebel Correspondence

Siebel Correspondence enables employees and partners to generate correspondence from any location with access to the Web. It also makes it easy for them to direct correspondence to fulfillment centers that print and mail it. Consequently, they can produce and send correspondence even if they are on the road and cannot access a printer. For information about the Documentation Server and other software that is required for Siebel Correspondence, see Document Server

For example, if sales representatives want to do mass mailings to customers in cities where they are giving presentations, Siebel Correspondence enables them to log in from any location where they can access the Web. Then they can create personalized form letters to invite customers in a specific city to a specific presentation, and direct these letters to a fulfillment center for printing and mailing.

First, an administrator creates templates (usually form letters and labels) that employees and partners can use for their everyday correspondence. Then, employees and partners can automatically generate correspondence using this template and on data from the Contact business component.

About Correspondence Templates

You create and edit Siebel correspondence templates in Microsoft Word (DOC file format). Correspondence templates contain fixed text and one or more merge fields. The merge fields are placeholders that are populated with variable information from your Siebel database, such as a Contact’s name and address, when users generate a correspondence for recipients.

Users can create their own personal correspondence templates, and administrators can create correspondence templates for users.

About Correspondence with Multiple Languages and Locales

The fixed text of each correspondence template is written using specific locale conventions and language. To support Global Deployment, the author of the correspondence template can explicitly indicate the locale and language using the Locale and Language fields in the correspondence template record. The Document Server then uses these settings to substitute correctly localized data into the merge fields of the correspondence template. The following types of fields are affected:

• MLOV fields

• Global data fields

• Locale-sensitive fields, such as dates and currencies

Terms for Siebel Correspondence

The following table includes definitions of terms in this chapter.

Term	Definition
correspondence template	This template is a Microsoft Word file (DOC or HTM). It usually contains one or more merge fields. It must not contain code (including field codes such as ASK) or macros. Typically, this file contains a form letter in which the address and salutation are merge fields that are automatically populated for multiple recipients.
label template	The label template is a correspondence template specifically for a mailing label. You create label templates in much the same way as other correspondence templates, but they are generated using the Generate Label command instead of the Generate Correspondence command.
insertion template	This template is a Word, text, or HTML file. It cannot contain any merge fields.
personal correspondence template	This template is a correspondence template that users create for their own use. Other cannot use it, although the administrator can view, edit, and delete it.
correspondence template record	This record in the Siebel database contains the correspondence template. (The correspondence template is stored in the Siebel File System.) These records appear in the Correspondence Templates and the Personal Templates views.
correspondence record	This record in the Siebel database contains the generated correspondence. A correspondence record must be associated with a correspondence template record. In addition, it can be associated with a label template record.
merge field	Merge fields are placeholders in the correspondence template that are populated with information from records in the Siebel database, such as a contact’s last name. (These fields are also called mail merge fields.)
merge data	Merge data from the Siebel database is copied into the merge fields when correspondence is generated.
SIEBEL.HTML file	Lists the database columns used as merge fields in the most recently generated correspondence. (The file is updated each time correspondence is generated.) When you create correspondence templates in Microsoft Word, you use the SIEBEL.HTML file as the data source file.

Scenario for Managing Correspondence

This topic gives one example of how an administrator and sales representatives might manage correspondence. You might manage correspondence differently, depending on your business model.

A company installs the Documentation Server and wants to make Siebel Correspondence available to its sales representatives so that they can send literature with personalized cover letters to customers who request product information.

The administrator sets up the cover letter (correspondence) template and mailing label template that the sales representatives use.

When customers request product literature, the sale representatives generate personalized cover letters and mailing labels and specify the literature to include in the mailing. The customer names and addresses are taken from the Contacts list in the Siebel database.

The sales representatives review and sometimes modify the cover letter before submitting the correspondence to a fulfillment center where it is printed and mailed. They can save the document to save their cover letter changes to the Siebel File System.

Process of Setting Up and Using Correspondence

To set up and use correspondence, perform the following tasks:

1. Creating and Updating the SIEBEL.HTML File

2. Creating Correspondence Templates in Microsoft Word

3. (Optional) Adding Insertion Templates into Correspondence Templates

4. Creating Records for Correspondence Templates in the Siebel Application

5. Configuring Additional Merge Fields For Correspondence Templates

6. Generating Correspondence

Creating and Updating the SIEBEL.HTML File

The SIEBEL.HTML file is the data interface between the Siebel application and Microsoft Word. During the document generation process, the Document Server exports merge data into the SIEBEL.HTML file. Microsoft Word then reads this file and inserts the data into the merge fields in the correspondence template. The column headers represent the defined merge fields. The cells contain the merge field values for the most recent correspondence. There is one record for each recipient.

Administrators can augment the set of available merge fields by using Siebel Tools. For information, see Configuring Additional Merge Fields For Correspondence Templates.

The SIEBEL.HTML file is not installed in the preconfigured Siebel application. It is created in the \TEMP directory the first time correspondence is generated.

The administrator can create or update the SIEBEL.HTML file at the following times:

• Before correspondence templates are created for the first time.

• After additional merge fields are configured. For more information, see Configuring Additional Merge Fields For Correspondence Templates.

End users can create a local SIEBEL.HTML file if they use disconnected Siebel Mobile Web Clients and want to create personal correspondence templates on their local computers.

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

To initially create or update the SIEBEL.HTML file by generating a blank correspondence template

1. In Microsoft Word, create and save a blank document.

2. Navigate to the Correspondence screen, then the Personal Templates view.

3. In the Templates list, create a new record, and in the Template field, specify the blank correspondence template that you created.

4. Navigate to the My Correspondence Requests view.

5. In the Correspondence list, create a new record.

   For example, if you are using fields from the Service Request Recipient business component, navigate to the Service Request screen and press Ctrl+L. You can see the custom fields in the Siebel.HTML file.

6. In the Template field, select the template record that you created.

7. Click Generate.

   The SIEBEL.HTML file that is created in the \TEMP directory contains all the database columns that are for use as merge fields.

Creating Correspondence Templates in Microsoft Word

To create a correspondence template in Microsoft Word, you can use the following documents:

• An existing Microsoft document, for example a company form letter. Make sure that the document does not contain any merge fields not defined in SIEBEL.HTML, any code, or any macros.

• A new, blank Microsoft Word document.

You can add merge fields (defined in the SIEBEL.HTML file) to Microsoft Word documents. For information about the support versions of Microsoft Word, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.

Note: For Siebel CRM product releases 8.1.1.9 and later and for 8.2.2.2 and later, the system requirements and supported platform certifications are available from the Certifications tab on My Oracle Support. For information about Certifications, see article 1492194.1 (Article ID) on My Oracle Support.

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

To create a template and add merge fields in Microsoft Word

1. Copy the current version of the SIEBEL.HTML file to your local hard drive, for example, to the My Documents directory.

2. In Microsoft Word, create a new document or open the document that you want to use as the starting point for the correspondence template.

3. Add and edit the text in the document as required.

4. Use the mail merge feature in Microsoft Word to add merge fields to the document.

   The SIEBEL.HTML file is the data source. For more information about using the mail merge feature, see the online help for Microsoft Word.

   Caution: After you add the merge fields, you must restore the document to normal node. If you do not restore the document to normal mode, the Document Server can stop responding when correspondence is generated.

5. Save the file with a DOC file extension, and close it.

(Optional) Adding Insertion Templates into Correspondence Templates

The Siebel Correspondence file insertion feature enables you to insert one or more files (insertion templates) into a correspondence template. These insertion templates can be in Word, text, or HTML files.

You can add insertion templates containing generic content into one or many correspondence templates. For example, you can create a company description in a separate insertion template and then include it in several correspondence templates. If the description changes, you can modify only the insertion template instead of every correspondence template.

You can add as many insertion templates into a correspondence template as necessary. The file name for each insertion template must be unique, and you must insert each insertion template into the correspondence template independently. You cannot nest insertion templates. For example, you can insert File1.doc, File2.doc, and File3.doc into a FollowUp.doc template. But, you cannot insert File1.doc into File2.doc, and then insert File2.doc into FollowUp.doc.

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

To add an insertion template into a correspondence template

1. If it does not already exist, create the insertion template using Microsoft Word.

   Make sure that the insertion template does not contain merge fields, code, or macros.

2. Open the correspondence template to which to add the insertion template.

3. Insert a separate line with the following command at the location where the insertion template is to appear:

   [[File Name]] 
   

   Do not include the file extension. For example, if insertion template is File1.doc, enter [[File1]].

4. Save the file with a DOC file extension, and close it.

Creating Records for Correspondence Templates in the Siebel Application

To make the correspondence templates available to the Siebel application, you must add them to the Siebel File System by creating a correspondence template record. You can add correspondence template records in the following views:

• Correspondence Templates view of the Administration - Document screen. The administrator who creates correspondence templates for multiple employees uses this view.

• Personal Templates view of the Correspondence screen. Employees who create correspondence personal-use templates use this view.

Tip: Create correspondence template records for the insertion templates and for the correspondence templates.

Note: Always perform system administration tasks, such as administration of correspondence templates, against the server database. Although you can perform these tasks against your local database and synchronize, doing so can cause errors, including data conflicts. In addition, performance problems can result from a large local database and from routing large numbers of transactions.

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

To create a record for the correspondence template

1. Navigate to one of the following views:

   • Correspondence Templates view of the Administration - Document screen

   • Personal Templates view of the Correspondence screen

2. In the Templates list, create a new record, and complete the necessary fields.

   Some fields are described in the following table.

   Field	Comments
   Template Name	Select the name of a correspondence template, label template, or insertion template.
   Active	Select the check box to indicate the correspondence template is available for use. Note: It is recommended that you make the template inactive before modifying it to prevent other users from attempting to use it while you are modifying it. After you finish modifying the template, make the template active again.
   Personal	Select the check box to indicate that the correspondence template is a personal correspondence template that the creator can use. This field appears in the Administration - Document screen but not in the Correspondence screen.
   Language	Select the language the Document Server uses to render merge fields that are based on MLOV and Global Data Business Component fields.
   Locale	Select the locale the Document Server uses to format merged data that is based on locale-sensitive business component fields, such as phone numbers. If you do not select a locale, the application locale is used.
   Request	Select the check box to indicate the document is retrieved during the next synchronization session. This field enables users to request templates from the server. This field applies to only Siebel Remote users.
   Update File (or Update)	Select the check box to indicate the template for mobile users is updated automatically each time the original file is changed. This field appears in the Administration - Document screen but not in the Correspondence screen.

Configuring Additional Merge Fields For Correspondence Templates

The exported data is taken from the following business components:

• Service Request Recipient business component if the correspondence is created from a view that is based on service requests

• Recipients business component if the correspondence is created from the Correspondence list view or from a view that is not based on service requests (such as the Opportunities screen)

New fields in the Recipients business component are restricted to those fields that are based on columns in the S_CONTACT table or those fields that are obtained through join relationships. You can add joins for tables that have a master-detail relationship with S_CONTACT, where S_CONTACT is the detail table. You must add the join to the Recipients business component.

New fields in the Service Request Recipient business component are restricted to those fields that are based on columns in the S_CONTACT table, the S_SRV_REQ table, or columns available through joins to these tables.

The following table summarizes the contents of the two business components and the contexts in which they are used. For more information about adding fields, see Developing and Deploying Siebel Business Applications and Configuring Siebel Business Applications.

Source Business Component	Source Tables	Used In
Recipients	S_CONTACT Joins with tables that have a master-detail relationship with S_CONTACT as the detail table).	Correspondence created: Directly in the Correspondence List view. From any view that is not based on service requests.
Service Request Recipient	S_CONTACT S_SRV_REQ Joins with tables that have a master-detail relationship with S_CONTACT or S_SRV_REQ as the detail table.	Correspondence created from views that are based on service requests.

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

To configure an additional merge field for correspondence templates

1. In Siebel Tools, add the new field to the Recipients business component or the Service Request Recipient business component.

   Caution: Make sure that the database column name for the field does not exceed 38 characters. Microsoft Word does not display merge fields beyond this limit.

2. Add the name of the new field to the Export Field # user property of the business component, where # is an integer.

   If necessary, you can create additional user properties by incrementing the integer.

3. Update the SIEBEL.HTML file before creating a correspondence template containing the new field.

   For more information, see Creating and Updating the SIEBEL.HTML File.

   Note: The SIEBEL.HTML file can have up to 63 merge fields; Microsoft Word does not display fields beyond this limit.

Generating Correspondence

End users generate correspondence using the administrator-defined correspondence templates or the personal correspondence templates that they create themselves. For information about printing correspondence, see Fulfillment Centers.

Using Microsoft Word, they can edit the template for a selected correspondence record, and they can edit the generated correspondence document. They can save the edits to the correspondence document to the Siebel File System by saving the merged Microsoft Word document.

You can attach literature to the correspondence. For general information about literature, see Siebel Applications Administration Guide.

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

To generate correspondence

1. Navigate to the Correspondence screen, then the My Correspondence Requests view.

   Note: You can navigate to this screen from anywhere in the Siebel application by choosing File, then Send Letter from the application-level menu.

2. In the Correspondence list, create a new record, and complete the necessary fields.

   Some fields are described in the following table.

   Field	Comments
   Status	Displays the status of the correspondence submission to a fulfillment center. Values include In Progress, Submitted, and Completed. For more information, see Fulfillment Centers.
   Template	Select the name of the template that you want to use for the correspondence.
   Fulfillment Center	Select a fulfillment center that can produce and distribute the document and enclosures for you. For more information, see Fulfillment Centers.
   Generated Document	Displays the name of the generated document. After the correspondence is generated, you can drill down on this field to preview the document merged with the name and address of the selected recipient in the Recipients list.
   Opportunity	Select the name of the opportunity associated with the correspondence. You can drill down on this field to open the Opportunity detail form.
   Label Template	Select the name of the label template.
   Label Status	Displays the status for the label. Values include In Progress, Generating, Completed, and Failed.
   Generated Label	Displays the name of the generated label. You can drill down on this field to preview the label merged with the name and address of the selected recipient in the Recipients list.

3. In the Recipients list, add records for the contacts or employees to receive the correspondence.

   Specifying large numbers of recipients affects performance and the time required to generate the correspondence.

   If you create a new record in the Add Recipients dialog box, the record is added to the Contacts list.

4. If you want to include literature in the correspondence, add records to the Enclosures list.

   Literature must be the Sales Tool* type and cannot be marked as internal.

   Note: If you are working in a Siebel Mobile Web Client environment (remote), the literature files must be available in your local environment. If the Local check box is selected, you can work with the file in a remote environment.

5. If you want to edit the correspondence template, and the changes apply to all recipients but only to this correspondence record, edit the file in the Modified Template field.

   This file (like the correspondence template) is stored in the Siebel File System.

6. Click Generate.

7. For a Siebel Web Client (network connection), complete the following steps:

   1. Click Update to refresh the record (because the Document Status field does not automatically update) to see the current status of the correspondence.

      Some status values are described in the following table.

      Status	Description
      In Queue	The request is sent to an available Document Server.
      Generating	The Document Server is creating the Microsoft Word merge document.
      Completed	The document is available, and you can access it from the Generated Document field.
      Failed	The Document Server encountered errors. Check the Document Error and Label Error fields for error messages.

   2. Drill down on the Merged hyperlink in the Generated Document field.

      If Microsoft Word is not installed locally and you do not have enabled HTML generation, then click Menu (the cogwheel icon) and select View (HTML) to display a document in the Web browser.

      Note: If you are using the Siebel Mobile Web Client, the generated correspondence opens automatically.

8. (Optional) Complete the following additional steps:

   • Edit individual pages of the generated correspondence, and save the changes to the Siebel File System before printing, batch printing, or submitting to a fulfillment center.

     For information about fulfillment centers, see About Fulfillment Centers. For information about batch printing, see About Batch Printing.

   • To generate labels for the correspondence, complete the Label Template field, click Menu (the cogwheel icon), and select Generate Label.