3Setting Up Siebel eSales

Setting Up Siebel eSales

This chapter describes how to set up Siebel eSales. It includes information about customizing the user interface, controlling user access, setting up responsibilities, and setting up price lists.

This chapter contains the following sections:

• Process of Setting Up Siebel eSales

• Installing Siebel Business Applications

• Setting Up Order Management for Siebel eSales

• Customizing the eSales User Interface

• Creating Multilingual eSales Web Sites

• Controlling User Access to the eSales Web Site

• Configuring Siebel eSales

• Setting Up Personalization for Siebel eSales

• Setting Up Shipping Charge Calculations for Siebel eSales

• Encrypting Credit Card Data with RC2 Encryption

• Customizing Email Notifications for Siebel eSales

• Activating Workflows for Siebel eSales

Process of Setting Up Siebel eSales

To set up Siebel eSales, perform the following tasks:

• Installing Siebel Business Applications.

• Setting Up Order Management for Siebel eSales

• Customizing the eSales User Interface.

• Creating Multilingual eSales Web Sites.

• Controlling User Access to the eSales Web Site.

• Configuring Siebel eSales.

• Setting Up Personalization for Siebel eSales.

• Setting Up Shipping Charge Calculations for Siebel eSales.

• Encrypting Credit Card Data with RC2 Encryption.

• Customizing Email Notifications for Siebel eSales.

• Activating Workflows for Siebel eSales.

In addition to the tasks described in this chapter, you can also set up integration with third-party applications, as described in:

• Integrating Siebel eSales with Third-Party Payment Applications

• Integrating Siebel eSales with Third-Party Shipment Tracking Applications

Installing Siebel Business Applications

To install and use Siebel eSales, you must have the following:

• Siebel Web Engine and Related Components. To deploy information on the Web, you must install the Siebel Web Engine and the components on which it depends. These include a Siebel Application Interface, Gateway, and Siebel Server.

• Siebel Business Applications. To perform administrative tasks such as server administration, creating catalogs, and managing Siebel Business Process Designer processes, you must install a Siebel employee application with the Siebel eSales license key provided.

For information about installing Siebel components, see Siebel Installation Guide for the operating system you are using. For information about installing Siebel clients, see the appropriate client installation guide.

Setting Up Order Management for Siebel eSales

Siebel eSales allows customers to place their own orders. To set up Siebel eSales, you must perform many of the same tasks you perform to allow employees to place orders, such as defining products, creating catalogs, setting up shipping information, setting up tax calculations, and so on.

For more information, see the section about setting up order management in Siebel Order Management Guide.

Customizing the eSales User Interface

Some of the modifications that you might want to perform to change the look and feel of your Siebel eSales Web site include the following:

• Modifying Web templates

• Changing colors

• Modifying the behavior caused by clicking a button

• Adding or removing applets

• Changing controls

• Making fields in forms required

For more information on customizing the eSales interface, see Creating Unstructured Content for the eSales Web Site.

For more information on customizing the user interface, see Using Siebel Tools.

Creating Unstructured Content for the eSales Web Site

Application administrators can create portal pages that contain unstructured content. These portal pages provide information such as announcements, press releases, and links to documents and HTML pages.

Siebel eSales includes one preconfigured portal page template, which is called Catalog Content View - News. This view contains four empty applets. You can modify this template to suit your company’s business needs.

To access the Catalog Content View - News template

1. Navigate to Administration Microsite > Page Administration.

2. In the Page list, select Web About Us.

3. Click the Web About Us hyperlink to access the page designer.

For more information about creating and displaying portal pages that include unstructured content, see Siebel Applications Administration Guide.

Creating Multilingual eSales Web Sites

You can deploy Siebel eSales Web sites in more than one language. For information about deploying Siebel Business Applications in a multilingual environment, see Siebel Global Deployment Guide.

Controlling User Access to the eSales Web Site

You might want to perform some of the following tasks to control user access in your Siebel eSales Web site.

• Using external authentication, such as LDAP

• Creating database users for LDAP to use in database access

• Defining visibility for the following:

  • Views (see Setting Up Default Responsibilities and User Types for eSales)

  • Catalogs and categories (see Defining Access Groups)

  • Products (see Setting Up Price Lists for Siebel eSales)

• Assigning the proxy employee

• Creating users through registration or user administration

• Associating users with accounts

• Allowing these various levels of access:

  • Anonymous

  • Implicit login

  • Explicit login

• Customizing access to home and login pages

• Using single sign-on functionality

• Allowing another system to log in

• Adding fields to registration forms

For information on controlling user access, see Siebel Security Guide.

Setting Up Default Responsibilities and User Types for eSales

Responsibilities control which views are visible to the user. Views, in turn, affect links and tabs. For example, if a user has a responsibility that does not permit access to My Company's Orders, no link appears in the My Account view that gives access to that view. If no views within a business object are visible, the screen tab that maps to that business object is not visible.

The responsibilities predefined for Siebel eSales are the following:

• Web Anonymous User. This responsibility grants view visibility to anonymous users. It lets users access views that do not have the Requires_Explicit_Login flag set to TRUE.

• Web Registered User. The end user of the application in a business-to-consumer model.

• Web Corporate User. The end user of the application in a business-to-business model. This responsibility is also the base responsibility for the Web Purchasing Manager and Web Delegated Customer Administrator.

  Web Corporate Users are associated with an account and must be authorized by the Web Delegated Customer Administrator to access the site. A Siebel Administrator can also add new Web Corporate Users.

• Web Purchasing Manager. This is a power user in the buying organization. Web Purchasing Managers can approve or reject orders placed by Web Corporate Users. They can also view all company quotes and orders, as well as create, edit, and delete addresses in the corporate address book.

  This responsibility has views only for access to company orders and quotes and company address book. Web Purchasing Managers must also have Web Corporate User responsibility to access Siebel eSales or Siebel eCustomer.

• Web Delegated Customer Administrator. This is a power user in the buying organization. Web Delegated Customer Administrators can add and remove Web Corporate Users, Web Purchasing Managers, and other Web Delegated Customer Administrators within your organization.

  This responsibility has views for access to user administration only. Web Delegated Customer Administrators must also have Web Corporate User responsibility to access Siebel eSales or Siebel eCustomer. For purchase order approval and corporate address book privileges, they must also be given Web Purchasing Manager responsibility.

Web Purchasing Managers and Web Delegated Customer Administrators must have at least two responsibilities to see all of the views that they need, as described in the previous section. In Siebel eSales, workflow logic and other application logic can depend on the job role of the user, so where a user has more than one responsibility, a separate field called User Type must be set at the same time as the responsibilities. Workflows and other application logic use this field for decision-making in place of a responsibility. Set the user type for the highest level of view access needed for each job role, according to the following table.

Job Role	Responsibilities	User Type
Web Anonymous User	Web Anonymous User	None
Web Registered User	Web Registered User	Web Registered User
Web Corporate User	Web Corporate User	Web Corporate User
Web Purchasing Manager	Web Corporate User Web Purchasing Manager	Web Purchasing Manager
Web Delegated Customer Administrator	Web Corporate User Web Delegated Customer Administrator	Web Delegated Customer Administrator

Note: If you want to add a new responsibility that will be visible to Web Delegated Customer Administrators, you must set the Web Access field to Yes in the Responsibilities view of the Applications Administration screen. For more information about the Web Access feature, see Siebel Self Service Administration Guide.

For information on setting up responsibilities, see Siebel Security Guide.

Defining Access Groups

You define access groups in the Access Groups view under Group Administration.

An access group is a collection of any combination of positions, organizations, divisions, accounts, and user lists. For example, an access group could consist of several business-to-business (B2B) customers for whom you want to grant access to a particular catalog.

The members of an access group are instances of party types other than Person. In other words, its members cannot be individual people. A user is associated with an access group by being associated with a position, organization, division, account, or user list that is a member of the access group.

Once you have defined access groups, you can associate them with catalogs and categories. Access groups determine which catalogs and categories are visible to the user. When displaying a list of products, for example, in the catalog, the user sees only those products that are in categories accessible to that user.

For information on defining access groups, see Siebel Security Guide.

Setting Up Price Lists for Siebel eSales

Price lists set reference prices and promotional prices, and filter available products for a group or account.

When a customer logs in to the Siebel eSales Web site, the price list associated with the account is activated. The customer sees only products that are both on the activated price list and in catalogs and categories associated with the same access groups with which the customer is associated.

In a business-to-consumer (B2C) setting, a customer might not be associated with an account, or a customer’s account might not have a default price list. Because you cannot identify customers browsing your Web site anonymously, you cannot associate those customers with an account. For these customers, you have to set a default price list that determines prices and product visibility.

For more information about price lists, see Siebel Pricing Administration Guide. For information on associating price lists with accounts for B2B customers, see the chapter on using accounts in Siebel Sales in Siebel Applications Administration Guide.

Finding the Row ID of a Price List

You can find the row ID of a price list that you can use in setting it as the default price list.

To find the row number of a price list

1. In your Siebel employee application, navigate to Administration - Pricing > Price List.

2. Select the price list that you want to set as the default.

3. Click the menu button and select About Record.

   The About Record dialog box appears.

4. Record the row ID (Row #) of the price list.

Setting the Default Price List

You must change the price list row ID supplied as seed data in your Siebel Business Application to the row ID of a price list that you have created.

To set the default price list

1. In your Siebel employee application, navigate to Administration - Data > List of Values.

   The List of Values appears.

2. Query on the Type field for PRICER_MASTER_PRICE_LIST_ID.

3. In the PRICER_MASTER_PRICE_LIST_ID record, enter the row number of the default price list in the Display Value field.

   Note: You must update the existing PRICER_MASTER_PRICE_LIST_ID seed data row. Do not make the existing row inactive and then create a new one.

4. Click the Menu button, and then choose Clear Cache.

   Note: You must clear the LOV cache for the new price list to take effect.

Configuring Siebel eSales

You can use Web Tools to perform the following tasks to modify Siebel eSales to fit your business requirements:

• Configure Siebel business components, applets, views, and all other elements of a Siebel Business Application as needed, such as setting declarative properties or adding Web scripts.

• Create new controls, applets, views, or Web pages as needed. Add charts to views, if needed.

• Associate applets, views, and Web pages.

• Map the fields, controls, and applets to the placeholders in the appropriate template as follows:

  • Fields and controls are mapped into an applet.

  • Applets are mapped into a view.

  • Views are mapped into a Web page (a Web page container).

• Save your changes and submit the workspace for delivery.

Setting Up Personalization for Siebel eSales

Siebel Personalization enhances your Siebel eSales Web site by showing information to customers that is specific to their profile, interests, and history. Personalized content includes greeting users by name, presenting them with content targeted to their needs and interests, showing them recommended products, and sending email messages addressed to them.

Siebel Personalization allows you to define rules to show and hide content dynamically during a user’s experience with Siebel eSales.

Personalization deployment rules can depend on data such as users’ personal profile information, date ranges, their company, products or services they have already purchased, or geographical information. These rules can also capture user data dynamically while the customer is browsing the Siebel eSales Web site.

Conditional expressions can be used to hide applets under certain conditions. The applets listed in the following table are hidden depending on the application, the type of user, and whether or not the applets have any records in them.

Applet	View	Effect of Conditional Expression
My Company Applet (eSales)	My Account	Hides corporate purchase information from customers who are not B2B power users (that is, do not have Web Purchasing Manager or Web Delegated Customer Administrator responsibility)
Quote Empty Form Applet (eSales)	Shopping Cart	Shows an Empty form when the Shopping Cart is empty
Quote Form Applet - Current (eSales)	Shopping Cart	Hides the Shopping Cart header form when the Shopping Cart is empty
Quote Item List Applet (eSales)	Shopping Cart	Hides the Shopping Cart when empty
Recommended Product List Applet (eSales)	Home Page, Shopping Cart	Hides the Recommended Products applet from Siebel eEvents.

Personalization is principally managed using the Personalization Administration screen in your Siebel Business Application. For information about administering personalization, see Siebel Personalization Administration Guide.

Setting Up Shipping Charge Calculations for Siebel eSales

Shipping charges are calculated for quotes as part of the checkout process of Siebel eSales. Siebel eScripts are used for the calculations and have been provided as templates. You modify the scripts to reflect your shipping processes.

Shipping Calculation Process Workflow

The Shipping Calculation Process workflow is shown in the following image: Get data from Siebel, Calculate Shipping Cost, Write data into Siebel.

When the Shipping Calculation Process workflow is called by the eSales - Complete Checkout Process workflow (eSales - Complete Checkout Process), the following events happen:

• The EAI Siebel Adapter business service passes Siebel data to the Shipping Cost Service (eScript) business service, using the business service method argument SiebelMessage.

• The Siebel eScripts in the Shipping Cost Service business service calculate the shipping charges based on the cost, the carrier, and the shipping method.

• The EAI Siebel Adapter business service passes the results to the Siebel database, using the business service method argument SiebelMessage.

Business Services

Two business services are used as part of the Shipping Calculation Process workflow, one of them twice:

• EAI Siebel Adapter, in step 1: Get data from Siebel and step 3: Write data into Siebel

• Shipping Cost Service (eScript), in step 2: Calculate Shipping Cost

The call to the Shipping Cost Service (eScript) business service sets the business service method argument values shown in the following table.

Business Service Method Argument	Value
MapName	CalculateShippingCost
SiebelMessage	SiebelMessage is what is passed back and forth between the business service and the workflow. It contains the input and output information in a structured format.
Input Integration Object Name	If you want to use this business service for another business component, you must create a new input integration object and define its value here. The value should match the equivalent value for the business service in the workflow.
Output Integration Object Name	If you want to use this business service for another business component, you must create a new output integration object and define its value here. The value should match the equivalent value for the business service in the workflow.

Integration Objects

Integration objects are used to pass static or dynamic values to business services. The architecture is modular in that you can create and use different integration objects for the same core business service.

Shipping charge calculation uses the following integration objects:

• ShippingCost - Quote (Siebel Output). Its integration components are shown in the following table.

Integration Component	Fields
Quote	Account Id
	Carrier Priority
	Currency Code
	Current Quote Ship To City
	Current Quote Ship To Country
	Current Quote Ship To Postal Code
	Current Quote Ship To State
	Quote Number
	Shipping Method
Quote Item	Line Total
	Part Number
	Quantity
	Sales Product Flag

• ShippingCost - Quote (Siebel Input). Its integration component is Quote, with the following fields:

• Freight

• Quote Number

For more information on integration objects, see Integration Platform Technologies: Siebel Enterprise Application Integration and Using Siebel Tools.

Business Service Scripts

The following scripts are used in the Shipping Cost Service (eScript) business service:

• (declarations). This script sets the following values—Lower Ranges, Upper Ranges, Base Costs, and Rates. It associates the Type of carrier, Priority of the service, and Cost of the service.

• CalculateShippingCost. This script calculates the shipping cost based upon the information passed from the quote and the other scripts in the business service.

• GetShippingMethodCost. This script determines the shipping method and shipping carrier costs to use.

• GetShippingRate. This script determines what shipping rate to use.

For more information on business services, see Using Siebel Tools.

Modifying Shipping Charge Calculations

You customize shipping charge calculations in Siebel Tools by modifying the scripts that make up the Shipping Cost Service (eScript) business service.

For more information on Siebel eScripts, see Siebel Tools Online Help.

To modify shipping charge calculations

1. In Siebel Tools, lock the EAI Credit Card project.

2. Select the Business Service object.

3. Query for Ship*.

   The Shipping Cost Service (eScript) business service appears.

4. Right-click Shipping Cost Service (eScript), and then choose Edit Server Scripts.

   The server script editor appears.

5. Edit the scripts, and then close the edit window.

6. Compile the Siebel runtime repository file, selecting the Locked projects radio button.

Encrypting Credit Card Data with RC2 Encryption

Credit card information is encrypted with RC2 encryption technology from RSA. The encrypted fields used in Siebel CRM are shown in the following table.

Caution: Make sure that you back up the key file regularly. If the key file is lost, you cannot retrieve credit card data.

Business Component	Field	Table	Column
Personal Payment Profile	Account Number	S_PER_PAY_PRFL	PAY_ACCT_NUM
Quote	Credit Card Number	S_DOC_ORDER	CC_NUMBER
Order Entry - Orders	Credit Card Number	S_SRC_PAYMENTS	CC_NUM

Note: If you are upgrading to the current version of Siebel Business Applications from version 7.0.x or earlier, you must convert Oracle’s proprietary encryption for these fields to RC2 encryption. To do this you must run an encryption upgrade script after the main upgrade script but before the Unicode upgrade.

For general information about RSA encryption, see Siebel Security Guide. For more information about running the upgrade script, see Siebel Database Upgrade Guide for the operating system you are using.

Customizing Email Notifications for Siebel eSales

Siebel eSales sends an email notification to a user when the status of that user’s order is changed to Confirmed or Shipped. Notifications of other events are also sent—for example, when the orders of business-to-business customers are approved or rejected.

The tasks involved in customizing notifications for Siebel eSales are the following:

• Setting up communications driver profiles. See Setting Up Communications Driver Profiles.

• Modifying email workflows. See Modifying Email Workflows.

• Modifying email templates. See Modifying Email Templates.

For information on creating notifications, see Siebel CTI Administration Guide and Siebel Applications Administration Guide.

Setting Up Communications Driver Profiles

Communications drivers send messages. They are accessed using communications driver profiles, which set parameters that can override those of the driver.

Communications drivers are part of the Siebel eSalesapplication. Profiles are created in the Communications Drivers and Profiles view under the Communications Administration screen.

For information about setting up communications driver profiles, see Siebel CTI Administration Guide.

Modifying Email Workflows

Workflows control notifications in Siebel eSales. You can modify existing workflows and create new ones.

For more information about Siebel eSales workflows for email notifications, see Siebel eSales Notification Workflows. For more information about defining rules to enable automatic email notification, see Siebel Business Process Framework: Workflow Guide.

Modifying Email Templates

Templates provide the content for automated messages, such as confirmations of orders being placed and shipped.

To modify an email template

1. In your Siebel employee application, navigate to Administration - Communications > All Templates.

   The Templates view appears.

2. Select a template—for example, Order Confirmation.

3. Make modifications to the template record’s Text field.

   You can also copy and paste available substitutions, such as [Street Address].

4. Click the Template Items tab to attach preformatted files with template content, such as a standard header or footer.

Activating Workflows for Siebel eSales

Siebel eSales uses multiple workflow processes to implement its features. Those workflows that are specific to eSales are listed in Siebel eSales Workflow Reference Before using Siebel eSales, you must activate these workflows to make the features available. For information about activating workflows, see Siebel Business Process Framework: Workflow Guide.