Using Personalizing Content Delivery

Using Personalized Content Delivery

This chapter describes how to use Siebel Personalized Content Delivery (PCD). It includes the following topics:

About Personalized Content Delivery

Personalized Content Delivery enables companies to deliver presentations that are tailored to meet customer needs using multimedia content. It allows sales teams to deliver the right message to the right customer at the right time. Personalized Content Delivery enables sales representatives to optimize each selling opportunity, resulting in improved customer acquisition, satisfaction, and retention.

Sales representatives can use Personalized Content Delivery to convey product messages to their customers during a face-to-face sales call. Personalized Content Delivery is integrated into the call-reporting process for Siebel Pharma allowing sales representatives to:

Present key messages and related information
Capture responses
Conduct assessments of the messages delivered
Capture signature for samples

Personalized Content Delivery automatically tracks all the interactions and the content presented.

Defining System Preferences for Personalized Content Delivery

Your system administrator must define the following system preferences before you can begin to use Personalized Content Delivery.

Server Uncompression Location. Specifies the Siebel Server file path location from where uncompressed message files are cached.
Decompressed Files Path. Specifies the relative path to cache uncompressed message files when using Siebel Mobile Web Client.
CheckForNeedToSync. For remote users, only messages with the user property, NeedToSync, set to Y are decompressed. Otherwise, all messages are decompressed.

For more information about setting system preferences, see Setting the Server Uncompression Location and Other System Preferences. The table in the topic Setting the Server Uncompression Location and Other System Preferences lists the system preference that you must set before you start using Personalized Content Delivery.

Managing Content for Personalized Content Delivery

Siebel Literature allows you to give your users access to sales and marketing literature, such as product brochures, white papers, data sheets, multimedia presentations, interactive presentations, and other types of literature items. For information about literature, see Siebel Applications Administration Guide.

Personalized Content Delivery uses the content loaded in to the Siebel database. This content is defined as a literature item and the literature type is set to Message. The process for managing Personalized Content Delivery content is as follows:

Create new content using content creation tools
Obtain Legal and Marketing approval for the content
Load the content into the Siebel Business Application
Verify the content
Provide access to content users who create messaging plans

This topic contains the following information:

Personalized Content Delivery Support for Content File Formats

Users can create content using a number of third-party content creation tools. The following file types are among the most common:

Portable Network Graphics (PNG)
Graphics Interchange Format (GIF)
Photographic Experts Group (JPEG and JPG)
Note: In order to view a document in Personalized Content Delivery, your computer must have the document's native application installed. For example, if you are trying to view a Microsoft Word 2000 document (.doc), Microsoft Word 2000 must reside on your computer.

For more information about the calculated fields for the Personalized Content Delivery business components, see PCD Business Component Calculated Fields.

Loading Content for Personalized Content Delivery Usage

You must create content before you can load it in your Siebel database. You can create the content using a content creation tool. After you have created a content file, create a literature record in the Siebel database to make the file available to users of Siebel Business Applications. In the Literature record, set the Literature Type field to Message to differentiate the content available to users in Personalized Content Delivery from other document files loaded and managed in the Literature view.

Creating a Literature Record

The following procedure shows you how to create a literature record.

To create a literature record

Navigate to the Administration - Document screen, then the Literature view.
In the Literature list, create a new record and complete the necessary fields.
- Click New File.
- Browse to and select a file from your local drive, and then click Open.
  The name of the file attachment appears in the Name and File Name fields. The new record is added to the Literature list. Some information appears in the Literature list and other information in the More Info view.

Enter information for the new record in the Literature list and the More Info view as required. Some fields are described in the following table.

View	Field	Description
Literature List	Name	Enter the name of the literature record. It is recommended to remove any dot extension added in the Name field by default when you load the file.
Literature List	File Name	Click Browse and in the Choose File dialog box, select the document file. You can also enter the file name manually.
Literature List	Description	(Optional). Enter a description of the content.
Literature List	Literature Type	Select the type of the literature as Message. You must set this field to Message type, because the Literature Type field is used to filter the literature items that are available in Personalized Content Delivery.
Literature List	Access Level	(Optional). Select the access level for the content.
Literature List	Unzip On Download	Select this check box to download zip files and then unzip them so that you will be able to see the zip file items in the PCD Viewer. If not selected, then zip files are downloaded only but not unzipped. In such cases, you will be unable to see the zip file items in the PCD Viewer.
Literature List	Rating	(Optional). Select the rating for the content, if any.
Literature List	Thumbnail Image	(Optional). Click Browse and in the Images dialog box, select the image that you want and click OK. The associated thumbnail image file is used in Personalized Content Delivery Planner.
Literature List	Audience	(Optional). Enter the intended audience for the content.
Literature List	Speaker Notes	(Optional). Enter any Speaker notes for the content.
Literature List	Detail Product	(Optional). Click Browse and in the Pick Product dialog box, select the product name for which this message is created and click OK.
Literature List	Verification Status	Set to default value of Not Verified. After the Administrator verifies that the content can be loaded and displayed in Personalized Content Delivery Viewer, the verification status is set to Success or Failed.
Literature List	Legal Approval Date	(Optional). Select the date the content was approved by Legal.
Literature List	Legal Approval	(Optional). Select if content was approved by Legal.
Literature List	Legal Approver	(Optional). Select the Legal approver of the content.
Literature List	Marketing Approval Date	(Optional). Select the date the content was approved by Marketing.
Literature List	Marketing Approval	(Optional). Select if content was approved by Marketing.
Literature List	Marketing Approver	(Optional). Select the Marketing approver of the content.
Literature List	External Author	(Optional). Enter the name of the author of the content.
More Info	Synopsis	(Optional). Enter a brief synopsis of the content.
More Info	Release Date	Select a date after which this content can be used in Personalized Content Delivery. This is required for records of Literature Type equal to Message.
More Info	Expiration Date	Select a date after which this content should not be used in Personalized Content Delivery. This is required for records of Literature Type equal to Message.
More Info	Distribution Method	Select Publish to automatically distribute the content to remote users based on permissions.
More Info	Questionnaire	(Optional). Click Browse and in the Questionnaire dialog box, select the Template Name that you want, and click OK. Sales assessment templates for Messages are created in the Data Administration screen, then the Sales Assessment Templates view, where assessment template type must be set to Message.

Note: Do not associate any Accounts, Competitors, Industries and Products to the content as this action might result in unnecessary distribution of content based on associated visibility.

In addition, do not change Local (Checked), Request (Unchecked), Update File (Checked) and Internal (Checked) fields. If you uncheck Internal, Literature is available as an enclosure in the Correspondence screen, and it is displayed in the Competitive Literature list of the Competitors screen.

Creating a Literature Record and Attaching a Thumbnail Image

The following procedure shows you how to create a literature record in Siebel CRM and attach a thumbnail image to the literature record. The following file types are supported: GIF, JPEG, JPG, MP4, PDF, PNG, HTML, and ZIP.

Note: ZIP files are generally used to upload HTML files and their related content since individual files cannot be attached together.

For more information about working with literature in Siebel CRM, see the chapter about literature administration in Siebel Applications Administration Guide.

To create a literature record and attach a thumbnail image in Siebel CRM

Log in to the Siebel business application.
Navigate to the Administration - Document screen, then the Literature view.
In the Literature list, create a new literature record of type Message and complete the necessary fields.
1. Click New File.
2. Browse to and select a file from your local drive, and then click Open.
  The name of the file attachment appears in the Name and File Name fields.
3. Enter a description of the file in the Description field.
  For example, enter HTML if this is an HTML ZIP file.
4. In the Literature Type field, select Message.
5. Enter the Release Date and the Expiration Date in the appropriate fields.
  The release date must be less than today’s date and the expiration date must be greater than today’s date.
6. Select the Unzip On Download check box to download zip files and then unzip them so that you will be able to see the zip file items in the PCD Viewer.
  If the Unzip On Download check box is not selected, then zip files are downloaded only but not unzipped. In such cases, you will be unable to see the zip file items in the PCD Viewer.
  
  Note: This step applies to offline applications only (for example, Siebel Mobile disconnected applications).
7. Step off the record to save it.
In the Literature list, create a new literature record of type Thumbnail Image and complete the necessary fields.
1. Click New File.
2. Browse to and select a file from your local drive, and then click Open.
  The name of the file attachment appears in the Name and File Name fields.
3. Enter a description of the file in the Description field.
4. In the Literature Type field, select Thumbnail Image.
5. The release and expiration dates are not required.
6. Step off the record to save it.
Attach a thumbnail image to a literature record as follows:
1. Create two literature records, one of type Message and the other of type Thumbnail Image as shown in Step 3 and Step 4.
2. Query for the literature record of type Message where you want to attach the thumbnail image.
3. In the Thumbnail Image field, select the image that you want to attach, and then click OK.
4. Step off the record to save the changes.

Associating Attributes with Personalized Content Delivery Records

You can associate attributes such as product name, segment, and so on with the PCD records, so that users can filter records based on the specified values.

To associate attributes with PCD records

Navigate to the Administration - Document screen, then the Literature view.
In the Literature list, select a record.
Click the Applies To tab.

In the Applies To list, create a new record and complete the necessary fields.

Some fields are described in the following table.

Field	Description
Product	Select the product that you want to apply to the message.
Indication	Use the drop-down list to select the indication for which the message was designed.
Issues	Use the drop-down list to select the issue that the message was designed to address.

Adding Component Files to Personalized Content Delivery Content

You might want to add additional component files to the PCD content. For example, the message might be composed of one or more files, such as logos, help text, and translation files. Other component files might contain dynamic content to promote content reuse.

Adding component files to PCD content

Navigate to the Administration - Document screen, then the Literature view.
In the Literature list, select a record,
Click the Component Files tab.

In the Component Files list, create a new record and complete the necessary fields.

You must select a component file from the dialog box that appears, and then click OK.

Some fields are described in the following table.

Field	Description
Description	Enter a description of the component file.
Literature Type	Use the drop-down list to select a literature type for this component file.
Subtype	Use the drop-down list to select a subtype. For example, Message, Video, Document, Clinical Reprint, Case Study and so on.
Relationship Type	Use the drop-down list to select the relationship type (or example, Help, Component File, Translation File, Logos, and so on) for the file in relation to the message.

Note: You can add only one help file to each PCD content record. In PCD Viewer, click the Help button to display the help component file associated with the message being presented.

Providing Access to Personalized Content Delivery Content

PCD content can be made accessible to brand managers and sales operation managers by adding appropriate categories to the Literature record. You can create private categories for users you want to have access to the content by associating the categories to the PCD content.

For more information about access groups, see Siebel Security Guide.

To add category information for PCD content

Navigate to the Administration - Document screen, then the Literature view.
In the Literature list, select a record.
Click the Category tab.
In the Category list, add a new category record and complete the necessary fields.
You must select a category from the dialog box that appears, and then click OK.
Drill down on the Catalog Name of the new record and select the Private check box in order to restrict visibility and to route the PCD content to the selected users.

Working with Messaging Plans

Messaging plans combine a number of messages in a specific sequence. For example, a presentation that comprises of a number of slides are displayed in a specific sequence. Messaging plans are created by brand managers, product managers, and sales operation managers. You can associate messaging plans with objectives for a sales representative. You can also associate messaging plans with marketing communications (Contact Call Offers) directed at a contact.

A high level process of messaging plans is as follows:

Create, update and revise messaging plans
Preview messaging plan
Release messaging plan
Provide sales representatives access to messaging plans
Associate messaging plans to Objectives and Marketing Communications Offers

This topic contains the following information:

Creating Messaging Plans

After you have verified the approved PCD content and made it accessible to select users by adding appropriate private categories to the Literature record, you must create a messaging plan that can be distributed to the various sales representatives. The sales representative can use these messaging plans during their face to face calls with targeted customers.

To create a messaging plan

Navigate to the Messaging Plans screen, then the Messaging Plan List view.
In the Messaging Plan List, create a new messaging plan and complete the necessary fields.
For example, complete the following fields on the form that appears:
1. Enter a name for the new messaging plan in the Name field.
2. Select a product in the Products field.
  The product that you select must be associated with the user, otherwise the messaging plan will not be visible to the user.
3. Complete the remaining fields on the form as required:
  - Disable Menu Bar. Select this check box to disable the header navigation bar in the PCD Viewer. For more information about navigating the PCD Viewer, see Showing Presentations Using the PCD Viewer.
  - Disable Navigation Bar. Select this check box to disable the Next and Previous arrows and the footer navigation bar in the PCD Viewer. For more information about navigating the PCD Viewer, see Showing Presentations Using the PCD Viewer.
  - Enable Direct Launch. Select this check box to enable presentations to be started from any presentation item. In this case, the presentation will start showing in the PCD Viewer with the selected item and you must navigate back to see any preceding items in the presentation. For more information about navigating the PCD Viewer, see Showing Presentations Using the PCD Viewer.
  - Disable Response. Select this check box to make the logging of customer feedback to presentations optional. To enforce the mandatory logging of customer feedback, then do not select this check box. For more information about capturing customer feedback, see Recording Responses to Presentations.
  - Allow Personalization. Select this check box if you want the messaging plan to appear in the Personalized Plan list, from where you will be able to personalize the messaging plan. For more information about personalizing messaging plans, see Personalizing Messaging Plans.
Save the new messaging plan record.

Updating Messaging Plans

When you have created your messaging plan, you can configure it to suit your specific requirements. In the Messaging Plans screen, Messaging Plan List view, you can drill down on a messaging plan to show the Messaging Plan Detail view from where you can do the following:

Associate literature with messaging plans. This involves adding presentation items to messaging plans and then related messages to presentation items as required.
Sequence the information in the messaging plan to suit a particular presentation.
Associate any related messages and detailed messages with the messaging plan.
Go to the Assess Group tab to control access of the messaging plans, the related data, and component files.
Go to the Help File tab to add help text to your messaging plan to aid in the presentation of your message.

The following procedure shows you how to associate literature (presentation items and related messages) with messaging plans and update the presentation details for messaging plans.

To update messaging plans

Navigate to the Messaging Plans screen, then the Messaging Plan List view.
In the Messaging Plan List, select a record.
If required, create a new messaging plan as shown in the following.

Add presentation items to the messaging plan as follows:

Drill down on the messaging plan Name field and then click the Presentation Items tab.

Create a new record for each presentation item that you want to add and complete the necessary fields.

Some fields are described in the following table.

Field	Description
Sequence #	Shows the sequence number for this presentation item. Enter an integer value in to this field to indicate the order where you want the presentation item to appear in the presentation (1 indicates first, 2 indicates second, 3 indicates third position, and so on)
Name	Shows the name for the literature record. Select a message in the Name field.
Display Name	When a messaging plan is selected in the PCD Viewer, its presentation items are displayed as tabs. The name appearing on these tabs depends on the value in this Display Name field. You can enter a display name of your choice. The default value is equal to the Name field value.
Status	Use the drop-down list to select a Show or Hide status for this presentation item. If Status is set to Show, then the presentation item is visible (or available) when delivering the presentation in the PCD Viewer. If Status is set to Hide, then the presentation item is hidden (or unavailable) when delivering the presentation in the PCD Viewer. If personalizing the messaging plan and Status is set to Hide and the Required check box is not selected, then this presentation item is not copied over to the new personalized messaging plan.
Questionnaire	Select the Template Name that you want to add to this presentation item. Sales assessment templates for Messages are created in the Data Administration screen, then the Sales Assessment Templates view, where assessment template type must be set to Message.
Synopsis	Enter a brief description for the presentation item.
Speaker Notes	Add your notes for this presentation item.
Description	Enter a brief description of the contents for this presentation item.
Type	Display only. Shows the literature sub type field in Literature list applet in the Administration - Document screen, then the Literature view.
Rating	Use the drop-down list to select a rating for this presentation item.
Audience	Enter the type of user for which the content is targeted.
Required	Select this check box if you want this presentation item to be visible in the PCD Viewer always (even if the Status field on this presentation item is set to Hide). Deselect this check box if you want to be able to show or hide as required this presentation item in the PCD Viewer using the Status field.
Content	If the literature that you want to associate with the messaging plan is in ZIP file format, then you must complete this field as follows: Type in the name of the HTML file to show in the PCD Viewer. If you do not specify a file name, then the ZIP file’s index.html file is shown by default.
Thumbnail Image File	If the literature that you want to associate with the messaging plan is in ZIP file format, then you must complete this field as follows: Type in the name of the thumbnail image to show in the PCD Viewer. The image must be present in the HTML ZIP file.

Add related messages to presentation items as follows:
1. Select a record in the Messaging Plan list and drill down on the Name field.
2. Click the Presentation Items tab and then select the presentation item to which you want to add related messages.
3. Create a new record for each related message you want to add and complete the necessary fields.
  - Select a message in the Name field. Note that in the case of a hot spot, type the name of the file from the ZIP file in to the Name field. For example: Page10.html in xyz.zip.
  - If the message is in a ZIP file, then complete the Thumbnail field. To complete the Thumbnail field, type in the name of the thumbnail image to show in the PCD Viewer. Note that the image must be present in the HTML ZIP file.
Update the presentation details for a messaging plan as follows:
1. Select a record in the Messaging Plan list and drill down on the Name field.
2. Click the Presentation Items tab and update the details for the presentation items as required.
  Some fields are described in the previous table.
3. Save the record.

Defining Access to, Releasing, and Revising Messaging Plans

When finished associating literature (presentation items and related messages) with messaging plans, you must define access to the messaging plan and then release the messaging plan. If the SADMIN user group is granted access to a messaging plan, then the released messaging plan is visible to Siebel administrators only. Until you define access to a messaging plan using the Access Group tab, the messaging plan will not be visible to any other Siebel user group. After releasing a messaging plan, you can revise it as required. Only released messaging plans are available for detailing in the PCD Viewer.

Providing Access to Messaging Plans

You can control access to the messaging plan, presentation items, related messages, and detailed messages.

To assign access groups to a messaging plan

Navigate to the Messaging Plans screen, then the Messaging Plan List view.
In the Messaging Plan list, select a messaging plan and then drill down on the Name field.
Click the Access Group tab.

In the Categories list, add a new category record and complete the necessary fields.

You must choose a catalog on the Add Category dialog box that appears, and then click OK.

The catalog that you choose must contain the users to whom you want to grant access. If you do not see a suitable catalog, then create a new catalog in Siebel CRM, add user lists to that catalog (make sure that appropriate users have been added to the user lists), and then choose that catalog in the Access Group tab. For more information about defining access control using Catalog administration, see Siebel Order Management Guide.

Some fields are described in the following table.

Field	Description
Category Name	The category name associated with the messaging plan, presentation items, related messages, and detailed messages.
Display Name	The display name for the access group.
Catalog Name	The catalog name used to control access to the messaging plan, presentation items, related messages, and detailed messages.
Description	Enter a description for the access group.
Effective Start Date	Enter the date when the catalog becomes visible to the assigned users.
Effective End Date	Enter the date when the catalog will no longer be visible to the assigned users.

To remove an access group, select the category record and then delete the record.
Click Refresh Cache to view the recent changes to your messaging plans.
Navigate away from the record to save your changes to it.

Releasing a Messaging Plan

You can release a messaging plan if its status is equal to Approved. When you create a new messaging plan, its status is In Progress. The messaging plan must go through the approval process. You must set the status to Submitted and associate a required category with the messaging plan so that approvers have access to the messaging plan.

The approver can then set the status of the messaging plan to either Approved or Rejected. If the status is Approved, then you can release the messaging plan by setting the status to Released and by associating the required category with the messaging plan to make it visible to the required sales representatives.

To release a messaging plan

Navigate to the Messaging Plans screen, then the Messaging Plan List view.
In the Messaging Plan list, select the messaging plan that you want to release.
In the Status field, change the status to Released to submit the messaging plan for approval.
When you create a messaging plan, the status is set to In Progress. You can subsequently change the status to Submitted and then Approved before finally setting the status to Released. After you change the status to Released:
- The messaging plan release date is automatically set.
- The expiration date field becomes editable and a required field. That is, you must type a suitable expiration date into the Expiration Date field, otherwise you will not be able to save the messaging plan with a status of Released.
- The messaging plan is available for detailing. That is, the messaging plan is available in the PCD Viewer to show to customers. Messaging plans that do not have a status of Released are not available in the PCD Viewer to show to customers.
- The messaging plan is visible to the user groups that have been granted access as shown in the following.

Revising Messaging Plans

You can only revise a messaging plan with status of Released. Revising a messaging plan creates a new copy of the original messaging plan and increments the version number. After you make modifications, the new version of the messaging plan can be released.

You can also specify a Start Date and an Expiry Date for a messaging plan. Release Date, Start Date and Expiry Date control when users with access to a messaging plan can start to use the messaging plan in PCD Viewer during calls with customers.

Note: When you revise a messaging plan, a new version number is created and the revised messaging plan must go through the same approval process before it become active. When the new version is active, the older version does not become inactive.

Two or more versions of a messaging plan can be active simultaneously. A messaging plan is active if the release date is before or is today’s date, and is before the expiration date. When you load messaging plans in PCD Viewer, only the highest, active version of a messaging plan is loaded. For more information about loading messaging plans in PCD Viewer, see Availability of Messaging Plans in the PCD Viewer.

To revise a messaging plan

Navigate to the Messaging Plans screen, then the Messaging Plan List view.
In the Messaging Plan list, select a messaging plan that has a status of Released.
Click Revise.
A copy of the messaging plan you selected in the previous step is created where only the value in the Version field changes by increasing by one. Note that the Access Group information defined for the messaging plan you selected in the previous step is not copied over to the revised messaging plan.
Define access to the (revised) messaging plan as shown in Providing Access to Messaging Plans.
Release the (revised) messaging plan as shown in Releasing a Messaging Plan.

Associating Help With Messaging Plans

You can create help text for your messaging plan.

To associate help text with a messaging plan

Navigate to the Messaging Plans screen, then the Messaging Plans view.
In the Messaging Plan list, select a record, and drill down on the Name field.
Click the Help File tab.

In the Presentation Items list, add a new help text record for the messaging plan and complete the necessary fields.

Some fields are described in the following table.

Field	Description
Name	Enter the name of the help file.
Description	Enter a description of the help file.
Sub Type	Use the drop-down list to select a sub type for the help file.
Literature Type	Use the drop-down list to select a literature type for the help file.

To remove a help text record, select the record and then delete the record.

Associating a Messaging Plan with an Objective

You can define multiple objectives for your call plan period. You can associate messaging plans with these objectives. When associating messaging plans, you must provide a segment code for each association. The segment code indicates which messaging plan to recommended for which segments of the targeted contacts.

A single messaging plan can be associated with multiple objectives, and multiple messaging plans can be associated with a single objective. You can also have the same target segment code for multiple messaging plans.

Specifying a Segment Code for a Target

The following procedure shows you how to specify a segment code for a target.

To specify a segment code for a target

Navigate to the Objectives screen, then the My Objectives view.
In the Objectives list, select a record and drill down on the Objective field.
Click the Target Contacts tab.
In the Target Contacts list, select an existing target contact record or create a new target contact record and complete the necessary fields.
For each target contact, specify a Segment field value.
For example High, Medium, or Low.

Associating a Messaging Plan With an Objective

The following procedure shows you how to associate a messaging plan with an objective.

To associate a messaging plan with an objective

Navigate to the Objectives screen, then the My Objectives view.
In the Objectives list, select a record and drill down on the Objective field.
Click the My Messaging Plans List tab.
In the My Messaging Plan List, create a new messaging plan record to associate with the objective and complete the necessary fields.
- Select a messaging plan in the Name field.
  This messaging plan will be associated with the objective.
- For each associated messaging plan, specify a Segment field value equal to the value that you specified for the target (for example, High, Medium, Low).
  This action indicates which messaging plan to use with which segment of the target contacts.

When you create a new call on target contact, you can select the Objective for the call. When you click Detail in Call Detail View, PCD compares the segment code on the target to find the recommended messaging plans that are accessible to you. These messaging plans are displayed on in PCD Viewer. For more information about recommended messaging plans, see About Recommended Messaging Plans.

Associating a Messaging Plan with Contact Call Offers

Brand teams create new Contact Call offers as part of the campaign planning and execution process. The Contact Call offers are marketing communications that can be delivered by sales representatives as part of their face to face calls. Once a messaging plan is created and released, you can navigate to the Offers screen, then the Contact Call Offers view to associate a messaging plan with the Contact Call offer.

You can view the marketing communications (offers) targeted to a contact when planning a Contact Call. When you launch the PCD Viewer for a call on a target contact, PCD loads the messaging plan associated to the Contact Call offers accessible to you for the target contact as recommended messaging plans. You can use switch presentation and select the appropriate messaging plan.

To associate messaging plans with contact call offers

Navigate to the Offers screen, then the Contact Call Offers screen.
Select a record from the list, then drill down on the Name field.
Click the My Messaging Plans List tab.
In the My Messaging Plan List, create a new messaging plan record to associate with the contact call offer and complete the necessary fields.
Select a messaging plan in the Name field.

This messaging plan will be associated with the contact call offer.

Personalizing Messaging Plans

You can create a personalized messaging plan that is assigned to you and modify or personalize it as required. The new personalized messaging plan is accessible only to the user who personalized it. The following procedure shows you how to create a personalized messaging plan.

To personalize a messaging plan

Navigate to the Messaging Plans screen, then the Messaging Plan List view.
In the Messaging Plan list, select a record and verify that the Allow Personalization check box is selected for the messaging plan.
- If the Allow Personalization check box is selected, then this messaging plan will appear in the Personalized Plan list, from where you will be able to use the Personalize button to personalize the messaging plan.
  The Personalize button in the Personalized Plan list is available only for messaging plans where the Allow Personalization check box is selected.
  
  If the Allow Personalization check box is not selected for a messaging plan, then the Personalize button will not be available for that messaging plan and you will not be able to personalize the messaging plan.
- If the Allow Personalization check box is not selected for a messaging plan (which has not been released yet), then you must select the record and then change the Allow Personalization check box setting.
  
  Note: For released messaging plans, the user who created the messaging plan must first revise the released messaging plan to make it personalizable. For more information, see Revising Messaging Plans.
- If creating a new messaging plan, select the Allow Personalization check box, then define access to the messaging plan and release the messaging plan. For more information, see Creating Messaging Plans and Defining Access to, Releasing, and Revising Messaging Plans.
Navigate to the Messaging Plans screen, then the Personalized Plans view.
In the Personalized Plans list, select the plan that you want to personalize, and then click the Personalize button.
A new Personalize messaging plan record appears.

All presentation items, related messages, and products detailed are automatically copied over to the new personalized messaging plan.
Enter the name of the new personalized messaging plan in the Name field.
Other fields in the Personalize messaging plan record include the following:
- The Owner field is automatically populated with the Login User ID value.
- The Status field is automatically populated with the In Progress value.
- The Start Date and Expiration Date field values are inherited from the original messaging plan and cannot be changed.
Add new or modify the existing information in the new Personalize messaging plan record as required.
1. Modify the Presentation Items information as required.
  You can choose to hide presentation items that have a Status value of Show. You do this by changing the Status value on the presentation item to Hide. Presentation items that have a status of Hide are not copied over to the new personalized messaging plan.
  
  You cannot hide presentation items that have a Status value of Show and a Required value of true (that is, the Required check box is selected).
2. You cannot change or personalize the Related Messages information.
  If the parent Presentation Items of a Related Messages item are hidden, then the respective Related Messages items are also hidden in the PCD Viewer when delivering the presentation.
3. The Products Detailed information is inherited from the parent messaging plan and cannot be changed.
For more information about modifying messaging plan information, see Creating Messaging Plans and Updating Messaging Plans.
The next time that you access the PCD Viewer in Siebel CRM, note that you will be able to:
- See the new personalized messaging plan in the list of available messaging plans.
- Start the new personalized messaging plan from the viewer. Only presentation items that have a Status of Show will be available in the player.

For more information about accessing and using the PCD Viewer, see Accessing and Delivering Messaging Plans Using the PCD Viewer.

Accessing and Delivering Messaging Plans Using the PCD Viewer

PCD enables sales representatives to provide high impact presentations using multimedia visualization content created by the marketing teams. The PCD Viewer provides the mechanism to start an interaction session, switch between different product messages, show related collateral, show detailed level messages, or collect feedback.

PCD Viewer auto-loads the optimal set of messaging plans for each customer visit. You can capture electronic signatures for samples during a call or visit. PCD Viewer tracks the messages presented and the time spent on each message. You can indicate a physician’s response and add notes based on a call or conversation.

Before using the PCD Viewer, plan for presentation delivery by reviewing the available messaging plans and any existing call presentation information. In addition, do the following:

Create appropriate literature records and associate literature with messaging plans in Siebel CRM. For more information, see Managing Content for Personalized Content Delivery.
Define access to, release, and revise messaging plans as required. For more information, see Working with Messaging Plans.

To deliver a presentation using the PCD Viewer, see the following:

Showing Presentations Using the PCD Viewer

You use the PCD Viewer inSiebel Life Sciences applications to deliver personalized content to customers, to present information about products to customers, and to obtain feedback from customers about product presentations and personalized content delivered. You start the viewer by selecting the Detail button. The following procedure shows you how to deliver personalized content and presentations to customers.

The PCD Viewer is available in Siebel Life Sciences applications for Contacts, Accounts, Call Activities (from the Account Call and Contact Call subviews), and Messaging Plans.

To show presentations using the PCD Viewer

Navigate to one of the following screens or views in Siebel CRM:
- Contacts screen
- Accounts screen
- Call Activities screen, then the Account Call view
- Call Activities screen, then the Contact Call view
- Messaging Plans screen
Click the Detail button.
The messaging plan preview page that opens contains the following information:
- A list of all messaging plans (presentations), which are released and unexpired, appears first.
- Next, the messaging plan items (presentation items or slides), which are associated with the selected messaging plan appear in thumbnail format.
  Click the Related label for a messaging plan item to show the related messages for that item (if there are any).
  
  If you can see the list of accessible messaging plans but only blank thumbnails, then click Generate to uncompress the messaging plan. After the messaging plan has been successfully uncompressed, you can view and access all messaging plan items (in thumbnail format) and related messages.
  
  For the Generate button to work properly and uncompress the messaging plan to a suitable server location, the Server Uncompression Location system preference must be set. For more information, see Setting the Server Uncompression Location and Other System Preferences.
Select the messaging plan that you want to show and then click Launch to start the presentation session.
The messaging plan opens in the PCD Viewer.

If Enable Direct Launch is set for messaging plans in Siebel CRM, then you can also select any messaging plan item followed by Launch to start the presentation. In this case, the messaging plan item opens in full-screen mode in the PCD Viewer. To see any preceding items in the presentation, navigate back to them as needed.
Navigate the presentation as follows:
1. Use the forward and back arrows to scroll through the presentation.
2. Click anywhere at the start of the screen to activate the header navigation bar, which has the following options:
  - Done. Click Done when finished showing the presentation to go to the Feedback page. For more information, see Recording Responses to Presentations.
  - Exit. Click Exit to cancel the presentation session and exist the PCD Viewer.
  - Full. Click Full to show the presentation in full-screen mode.
  - Contacts. Click Contacts to show the contacts that are attending the presentation, click Add to add more contacts if additional contacts join the presentation, and then click Player to return to and continue with the presentation session in the PCD Viewer.
    A contact call is created after you suspend response logging or submit the responses logged for any contact that joins the presentation during the presentation session. At least one contact is necessary to submit the presentation feedback. For more information, see Recording Responses to Presentations.
  - Related. Click Related to go to and preview a slide’s related messaging plan items. Click Player in the header navigation bar to return to the main slide.
3. Click anywhere at the end of the screen to activate the footer navigation bar, which shows the messaging plan items in thumbnail format. Then do the following as required:
  - Click any thumbnail image to show the selected messaging plan item in full-screen mode.
  - Use the forward and back arrows to scroll through the thumbnail images.

Recording Responses to Presentations

You use the PCD Viewer inSiebel Life Sciences applications to present interactive, promotional content to customers and then to capture the customer responses to that presentation content. You start the viewer by selecting the Detail button.

When you have finished showing a presentation by clicking Done in the header navigation bar, the Feedback page opens showing a summary of the presented material in thumbnail format and the time (in seconds) spent on each slide. On the Feedback page, you can capture the customer responses to the presentation content using the star rating control.

To record responses to presentations

Click Done when you have finished showing the presentation.
The Feedback page opens showing the list of contacts who attended the presentation session. For each selected contact, a summary of the content that was presented including the time spent (in seconds) on each presentation item appears after the Contact list in thumbnail format. For more information about showing presentations, see Showing Presentations Using the PCD Viewer.

Capture the customer rating for each presentation item as follows:

Select the appropriate number of stars after each presentation item as required.
The significance of each star rating is as follows:
- One star indicates Rejected.
- Two stars indicates Not Interested.
- Three stars indicates Need Data.
- Four stars indicates Continue Discussion.
- Five stars indicates Accepted.
- No stars indicates No Feedback.
  The last option (no stars, indicating no feedback) is allowed only if the Disable Response check box is selected (False) for the messaging plan in Siebel CRM, making the logging of customer feedback to presentations optional.
  
  If the Disable Response check box is not selected (True) for the messaging plan in Siebel CRM, then response ratings must be logged for all presentation items before you will be allowed to submit the presentation feedback. For more information about creating messaging plans in Siebel CRM, see Creating Messaging Plans.
  
  If the following message appears, then you cannot proceed until you provide a rating for each presentation item: Rating is a must.
  
  The feedback rating that is captured for each presentation item applies for all account and contact call attendees. If required, capture the individual ratings for each attendee on a contact call as shown in the following step.
For contact calls, capture the individual ratings for each attendee on the call as follows:
- Select a contact in the Contact list.
- For each presentation item, select or deselect the check box associated with the item as required.
  Selecting the check box indicates that you want to record an individual rating for the contact on the presentation item.
  Deselecting the check box indicates that you do not want to record an individual rating for the contact on the presentation item because, for example, the contact joined the presentation session after the presentation started and was not present when the presentation item was shown.
- Select the appropriate number of stars after each presentation item where the check box is selected. The significance of each star is shown in the previous step.
  For account calls, you cannot capture the individual ratings for attendees.
If required click Suspend to save all response ratings logged so far and exit the PCD Viewer.
A contact call is created after you suspend the response logging for any contact that joined the presentation during the presentation session. At a later time, you can return to the respective contact call that was created when you selected Suspend to finish providing feedback or modify the existing feedback as required.

Click Submit when you have recorded all feedback.

The response ratings are logged under the Presentation Details applet for the contact call or account call. The following table describes the fields in the Presentation Details applet.

Field	Description
Message	The name of the presentation item (messaging plan, messaging plan item, or related messaging plan item) that was shown during the call.
Response	The response rating recorded for the presentation item.
Duration	The duration in seconds that the presentation item was shown during the call.
Sequence	Tracks the sequence of the presentation items that were detailed during the call.

A record for the product associated with the messaging plan is created under Products Detailed for the call.
After you submit the presentation feedback, all feedback-related account and contact call records are editable until the respective call is submitted. For attendee calls, however, all feedback-related records are locked after you submit the presentation feedback. At least one contact is necessary to submit the presentation feedback.

Decompressing PCD Content

As part of remote synchronization based on catalog visibility, all new messaging plans and PCD content files are automatically downloaded to the remote client. Sales representatives must decompress and cache the PCD content before they can use the new PCD content and messaging plans for an interactive session during a call.

Click the Decompress button on the Siebel Business Application toolbar to decompress PCD content. Literature records have a calculated field called NeedToSync. The value in this field changes to True if the literature record is modified after decompression.

If the CheckForNeedToSync user property is set to Y, then the next time you click Decompress, only messages with the NeedToSync user property set to Y are decompressed. Otherwise, all messages are decompressed. For more information, see Setting the Server Uncompression Location and Other System Preferences.

PCD Viewer APIs

The following table describes the APIs that you can use to perform specific operations in the PCD Viewer. You access these APIs from external JavaScript files which have been packaged into ZIP files. The ZIP files in turn are added as presentation items to messaging plans. External JavaScript files can, for example, call these APIs to perform specific operations in the following manner:

   var arg = []; 
   arg[0] = "API Name";
   arg[1] = "Parameter1";     window.parent.postMessage(arg, "*");

For example:

   var arg = [];  
   arg[0] = "detailerMenuBar";  
   arg[1] = "hide";           window.parent.postMessage(arg, "*");

where:

"detailerMenuBar" is the API Name.

"hide" is the additional parameter required to invoke that API.

Table PCD Viewer Application Programming Interface

API Name	Description	Arguments and Values
detailerMenuBar	Used to show or hide the title (or header navigation) bar in the PCD Viewer.	Argument: arg1 Value: hide or show
detailerThreadBar	Used to show or hide the footer navigation bar in the PCD Viewer.	Argument: arg1 Value: hide or show
GotoNextItem	Used to navigate to the next item in a presentation (or messaging plan).	Argument: none
GotoPreviousItem	Used to navigate to the previous item in a presentation (or messaging plan).	Argument: none
NavigateToItem	Used to navigate to a specific item in a presentation (or messaging plan).	Argument: arg1 Value: The name of the item to which you want to navigate to.
RelatedItemStartTime	Used to start time tracking on related messages or items. A related message does not necessarily have to be a literature record - it can be another file inside the ZIP.	None
RelatedItemEndTime	Used to stop time tracking on related messages.	Argument: arg1 Value: The file name of the related message.

Using Signature Control for Personalized Content Delivery

With signature control, users can capture signatures for samples disbursement to qualified contacts.

This section contains the following topics:

About Loading Signature Control

There is a separate component for capturing signatures in Flex. This component is available in PCD as an SWF file called SignatureCtrl.swf.

Signature control can be loaded in PCD using three different modes:

Mode 1. A signature message is defined on the message plan and the current message has an allocated space for the signature control. For information about configuring this mode, see Configuring Mode 1 Signature Control.
Mode 2. A signature message is not defined on the message plan and the current message has an allocated space for the signature control. For information about configuring this mode, see Configuring Mode 2 Signature Control.
Mode 3. A signature message is not defined on the message plan and the current message does not have an allocated space for the signature control. This is the default configuration, no additional configuration is needed for this mode.

Configuring Signature Control Modes

This section outlines the required configuration steps for different signature control modes. For additional information about the modes available, see About Loading Signature Control.

Configuring Mode 1 Signature Control

This topic contains information about configuring signature control for mode 1. When the instructions in this section are applied to a messaging plan, the specified signature message will be displayed when the representative clicks Sign.

To configure mode 1 signature control

Navigate to the Administration - Document screen, then the Literature view.
Load the signature message in view.
For more information, Loading Content for Personalized Content Delivery Usage.
Set the value of field SubType to Signature Capable.
For more information, see Signature Capable Messages.
Navigate to the Messaging Plans screen, then the Messaging Plan List view.
Click the name of the messaging plan to which you want to associate the signature message.
Click the Signature Asset tab.
Click the New button and associate a signature message with the messaging plan.

Configuring Mode 2 Signature Control

This topic contains information about configuring signature control for mode 2. When the instructions in this section are applied to a messaging plan, the specified signature message will be embedded in the message that is being played at that moment.

To configure mode 2 signature control

Navigate to the Administration - Document screen, then the Literature view.
Load the signature message in view.
For more information, see Loading Content for Personalized Content Delivery Usage.
Set the value of field SubType to Signature Capable.
For more information, see Signature Capable Messages.
Navigate to the Messaging Plans screen, then the Messaging Plan List view.
Either create a new messaging plan or update an existing messaging plan.
For more information, see Creating Messaging Plans and Creating Messaging Plans.
While creating or updating a messaging plan, add the signature message to the plan as a presentation item.

Signature Capable Messages

A signature capable message is an SWF file that has a space allocated in it for displaying the PCD signature control: SignatureCtrl.swf. The file communicates with both the signature control and the PCD application.

To properly implement a signature capable message certain requirements are member variables must be set, and certain methods must be applied. Follow the requirements in the following sections before using signature control:

Member Variable Requirement for Signature Capable Messages

In order to hold a pointer to the SignatureCtrl.swf embedded within the message set the following variable:

private var m_signCtrl:SystemManager;

This pointer will be used to invoke methods in SignatureCtrl.swf

Method Requirements for Signature Capable Messages

The following method requirements must be met in order to properly implement signature control:

The appLoaded method must be called on the applicationComplete event with the following predefined string:
```
Application.application.signAssetLoadComplete(this);
```
For an example of this method requirement, see FlexApp appLoaded Example.

The loadSignCtrl method will be called by the Interactive Detailer to notify the Asset with the path of the SignatureCtrl.swf and asset will load.
For an example of this method requirement, see FlexApp LoadSignCtrl Example.

The InvokeSignCtrlMethod method will be called by the Interactive Detailer to invoke a method in SignatureCtrl.swf by way of the Asset.
For an example of this method requirement, see FlexApp InvokeSignCtrlMethod Example.

FlexApp Examples

FlexApp is a sample signature asset created in Flex. This asset has the following minimum method requirements:

Loading the SignatureCtrl.swf
Enabling communication between the Interactive Detailer and the signature control, by way of the Signature Asset

FlexApp appLoaded Example

FlexApp.mxml has a method called appLoaded. The appLoaded method is called by the applicationComplete event. The call is shown in the following sample:

<mx:Application …………………applicationComplete="appLoaded();">
  ………………….
  public function appLoaded():void
  {
    Application.application.signAssetLoadComplete(this);
  }

The appLoaded method notifies the parent application -- in this case Interactive Detailer -- that the Signature Asset is loaded and ready to load SignatureCtrl.swf, using the following statement:

Application.application.signAssetLoadComplete(this);

Where Application.application refers to Interactive Detailer and signAssetLoadComplete refers to a method in Interactive Detailer that receives a pointer to the Signature Asset as an input parameter. This pointer will be used by the Interactive Detailer to send data to the SignatureCtrl.swf embedded in the Asset.

FlexApp LoadSignCtrl Example

FlexApp.mxml has member variable of type SystemManager. This member variable holds a pointer to the SignatureCtrl.swf embedded within the asset. The pointer is shown in the following sample:

private var m_signCtrl:SystemManager;
  public function loadSignCtrl(strSignCtrl:String):void
  {
	 loader.autoLoad = true;
	 loader.percentHeight = 100;
	 loader.percentWidth = 100;
	 loader.load(strSignCtrl); 
	 loader.addEventListener(Event.INIT, loadComplete);
	 loaderBox.addChild(loader);
 }
 private function loadComplete (event:Event):void
 {
    m_signCtrl = SystemManager(event.target.content);
 }

The Interactive Detailer sends the path of SignatureCtrl.swf and notifies the Signature Asset to load the Signature Control by calling a method called loadSignCtrl. This is all implemented by the Asset.

The Signature Asset method, loadSignCtrl, will load SignatureCtrl.swf into an SWF loader. The pointer to SignatureCtrl.swf is stored in the member variable m_signCtrl, as displayed in the loadComplete function.

FlexApp InvokeSignCtrlMethod Example

FlexApp.mxml also implements a method called InvokeSignCtrlMethod. When the Interactive Detailer is required to send data to SignatureCtrl.swf, it does so by calling this method in the Asset. The following XML data is passed to the Asset:

public function InvokeSignCtrlMethod(strXMLData:String):void
  {
    if(m_signCtrl != null)
    Object(m_signCtrl.application).InvokeMethod(strXMLData);
  }

Capturing a Signature

With signature control, users can capture signatures for samples disbursement.

To capture a signature

Navigate to the Activities screen, then the Contact Call Detail view.
Alternatively, navigate to the Activities screen, then the Accounts Contacts Call detail view.
Select a sample from Samples Dropped.

Note: You will need to pre-record the sample drops if the signature needs to be captured from contact. Signatures for Samples can be captured only for contacts valid to receive and sign for samples.
Click Detail to open the PCD Viewer.
The PCD viewer auto-loads the optimal set of messaging plans for each customer interaction.
Click Sign from the PCD Viewer toolbar.

Note: The Sign button in the PCD viewer will only be visible if there is at least one sample drop record in the samples dropped applet in call detail view.
In the Signature Component, a blank space is reserved for a signature. Sign within the blank space reserved for the signature.
If the validation for Signature Capture fails, an error message is displayed. Update the call data as directed by the error message, and then click Sign to try capturing the signature again. Once you successfully save the signature, you return to the Contact Call view.

For additional information about signature validation, see Configuring Signature Capture.
Save to save the signature.

Modifying Contacts in the Signature Component

A representative can change the contact to another contact within the signature component.

For example, a representative is speaking with Dr. A. A Contact Call Record has already been created for Dr. A. The representative adds sample drop records to this call by clicking the Detail button in Call view. Now consider that the signature was captured for Dr. A and saved. The status of the record has been changed to Signed.

If instead of Dr. A, the representative selects a different contact: Dr. B. The signature control will then create a new contact call record in the Siebel database for Dr. B, and the sample records will be copied over to the new call. This new call will be validated, and the signature is captured and saved and the status of the call record will be set to Signed.

The module will only allow the representative to change the contact if the validation process confirms that the contact is eligible. Otherwise, an error message will appear.

To modify contacts in the signature component

Navigate to the Activities screen, then the Contact Call Detail view.
Alternatively, navigate to Activities screen, then the Accounts Contacts Call detail view.
Select a sample from Samples Dropped.
Click Detail to open the PCD Viewer.
The PCD viewer auto-loads the optimal set of messaging plans for each customer interaction.
Click Sign from the PCD Viewer toolbar.
Click the Change Professional button.
Select the desired contact.
Click Select.

Note: If the contact does not have a license for the geographic region, a Sign Validation Failed message will appear indicating the following: This contact does not have a license number for <region>.
Save the changes.

Deleting a Sample Row

A representative can delete a sample in signature component. For example, if the representative is speaking with Dr. A and discovers that the sample is not of use, the sample row can be deleted.

To delete the sample row in the signature component

Navigate to the Activities screen, then the Contact Call Detail screen.
Alternatively, navigate to the Activities screen, then the Accounts Contact Call detail screen.
Select a sample from Samples Dropped.
Click Detail to open the PCD Viewer.
The PCD viewer auto-loads the optimal set of messaging plans for each customer interaction.
Click Sign from the PCD Viewer toolbar.
To delete a sample, select it first and then delete it.
Save the changes.

Cancelling a Transaction

The following topic describes how to cancel a transaction. The Cancel button will cancel but will not delete all of the data associated with the transaction. When the Cancel button is clicked, it marks the transaction as voided, but is sent back to the system as a no signature activity.

To cancel a transaction

Navigate to the Activities screen, then the Contact Call Detail screen.
Alternatively, navigate to the Activities screen, then the Accounts Contacts Call detail screen.
Select a sample from Samples Dropped.
Click Detail to open the PCD Viewer.
The PCD viewer auto-loads the optimal set of messaging plans for each customer interaction.
Click Sign from the PCD Viewer toolbar.
Capture a signature.
Cancel the changes if required.
When you click the Cancel button in signature control, a cancelled transaction record will be written to the Siebel database only if the transaction was valid. A transaction is valid only when it passes all the validation checks and the signature was captured but the action was cancelled.

Viewing all Captured Signature Data

Once a signature is captured, it is stored in the Siebel database for future reference. You can view all of the captured signature data in one location.

To view all captured signature data

Navigate to the Administration - Samples screen, then the Sample Audit Administration.
Navigate through the list to view all of the signatures.
Sort the columns by the criteria that you want.

Note: You can use Query (the magnifying glass icon) to search for a signature.