Contents

• Title and Copyright Information
• Preface

1 What’s New in This Release

• What’s New in This Release

2 Getting Started

• Getting Started
• Requirements for Getting Started
• Starting the Siebel Application for the First Time
  • Using Siebel Developer Web Client
  • Using Siebel Web Client
• About License Keys
• Selecting a Data Source
  • About the Sample Database
• About Seed Data
• Summary of Application Administration Tasks

3 Initial Setup

• Initial Setup
• About Initial Setup
• Process of Implementing Initial Setup
• Adding Views to the Siebel Application
• Completing Employee Setup
• Assigning Skills
• Setting Up Locales
  • Creating a Translation for a Locale Name
  • Editing the Current Locale
• Setting Up Satmetrix Survey Reports
  • Extending the List of Values
  • Setting Up The Symbolic URL

4 Ongoing Application Administration Tasks

• Ongoing Application Administration Tasks
• About Setting Defaults in a Siebel Application
• Setting System Preferences
• Setting Up Predefined Queries
  • About Setting Up Predefined Queries
  • Guidelines for Setting Up Queries
  • Creating Predefined Queries
  • Setting Up Queries in the Predefined Query View
• Enabling Cancel Query
• Setting Up Currencies
  • Making Currencies Active
  • Defining Currencies
• Setting Up Currency Conversion
  • Setting Up Exchange Rates
  • The Euro and Triangulation
  • Currency Conversion Functionality
• Setting Up Expense Types
• Setting Up Payment Terms
• Setting Up Periods
  • Associating Period Units with a Period
• Working with Telephone Formats
  • North American Phone Formats
  • International Phone Formats
  • Maximum Length for International Phone Numbers
  • Specifying Phone Formats
  • Examples of Formatting of Phone Numbers
  • Sorting Phone Numbers
  • Querying Phone Numbers
  • Importing Information with EIM
  • Updating the Phone Format with EAI Adapter
• Setting Up Pager Companies
• About Date Formats
• Setting Up ZIP Codes
• Administering Global Time Zone Support
  • Modifying Time Zones
  • Maintaining Translations of Time Zones
  • Date and Timestamps
• Setting Up Email, Fax, and Mail Accounts (Contact Us)
  • Creating a Contact Us Account
  • About Adding Email Addresses and Subjects
• Setting Up Industries
• Setting Up Languages
• About Case-Insensitive and Accent-Insensitive Queries and Searches
  • Forcing Case-Sensitive or CIAI Queries or Searches
• Adding Additional Web Browsers
  • Required Browser Capabilities
  • Adding a Web Browser
  • Adding a Child Web Browser
• Administering Quick Fill Templates
  • Editing a Quick Fill Template
• Setting Up Default View Links for Screen Home Pages
• Setting the MaxMessageCount User Preference

5 Working with Lists of Values

• Working with Lists of Values
• About Lists
• Adding a New Value to an Existing List of Values
  • Adding the New Value
• Clearing the Cache
• List of Values Fields
• Modifying a List of Values
• Deactivating a Value in a List of Values
• Constrained Lists of Values
• Modifying LOVs Using Siebel Enterprise Integration Manager
• Modifying LOVs Using REST API
• Modifying LOVs in Runtime Repository Environments
  • About Modifying LOVs in RR Environments
• Modifying LOVs in Integration Workspace in DR Environments

6 Siebel Audit Trail

• Siebel Audit Trail
• About Siebel Audit Trail
  • Siebel Audit Trail Features
  • Audit Scope
  • Siebel Audit Trail Content
  • Siebel Audit Trail Constraints
  • Siebel Audit Trail for Siebel Remote and Siebel Replication Users
• Process of Configuring and Using Siebel Audit Trail
• Enabling and Disabling Siebel Audit Trail
  • Specifying Business Components and Business Component Fields for Audit
  • Disabling Individual Business Components
• Setting Up Read Auditing
• Specifying Parent–Child Associations for Audit
• Specifying Siebel Audit Trail Restrictions
• Verifying Siebel Audit Trail Configuration
• Viewing Audit Trail Records
  • Querying Audit Trail Information
  • Querying Export Audit Trail Records
  • Querying Read Audit Trail Records
• Linking Siebel Audit Trail to a Business Component
• Decoding the Audit Log File
  • Audit Trail Item 2 Virtual Business Component
  • Workflow to Decode Audit Data
  • Example Business Service
• Importing Siebel Audit Trail with Enterprise Integration Manager
• Customizing Siebel Audit Trail

7 Usage Pattern Tracking

• Usage Pattern Tracking
• About Usage Pattern Tracking
• Process of Setting Up Usage Pattern Tracking
  • Setting System Preferences for Usage Pattern Tracking
  • Configuring Usage Pattern Tracking
    • Creating Action Sets for Events
    • Associating Action Sets With Events
    • Capturing User Actions with Usage Pattern Tracking
    • Restricting User Action Recording to Specific User or Responsibility
    • Controlling User Input Recording
    • Interpreting User Actions from Usage Pattern Tracking Data
• Usage Pattern Collection
• Processing Usage Pattern
  • Activating the Workflow for Usage Pattern Tracking
  • Creating Job Templates for Usage Pattern Tracking
  • Creating Component Jobs for Usage Pattern Tracking
• Viewing Usage Patterns
• Details of Records for Usage Pattern Tracking
• Application Programming Interfaces for Usage Pattern Tracking
  • Browser Script Application Programming Interface
  • JavaScript Application Programming Interface
  • Server Script Application Programming Interface

8 Upload of UPT and UPT-IRM Intersect Data

• Upload of UPT and UPT-IRM Intersect Data
• Overview of UPT and IRM Data
  • Benefits of Intersecting UPT-IRM Merge
• Process of Uploading and Intersecting Data
  • Installing the File Upload Utility
  • Installing OBIEE
  • Generating UPT and Performing IRM
  • Uploading UPT and UPT-IRM Intersect Data
  • Intersecting UPT and UPT-IRM Data

9 Analytical Reports for UPT and UPT with IRM Intersection

• Analytical Reports for UPT and UPT with IRM Intersection
• Analytical Reports for UPT and UPT with IRM Intersect Data
• Process of Configuring Reports
  • Installing OBIEE
  • Creating a Data Source Name (DSN)
  • Generating the Report from the RPD File
  • Viewing the UPT Reports

10 Creating and Administering iHelp

• Creating and Administering iHelp
• About iHelp
• Scenario for Administering iHelp
• Process of Administering iHelp
• Creating iHelp Item Records
  • Adding Additional Help Topics to an iHelp Item
• Designing iHelp
  • Creating an iHelp Step
  • Connecting Steps With Branches
• Clearing the iHelp List Cache
• Activating, Revising, and Deactivating iHelp Items
  • Revising an Active iHelp Item
  • Deactivating an iHelp Item
• Translating iHelp Items
• Importing and Exporting iHelp Items
  • Importing an iHelp Item

11 Alerts

• Alerts
• About Alerts
• Scenario for Using Alerts
• Creating Alerts

12 Administering and Using Inbox

• Administering and Using Inbox
• About the Inbox
  • How the Inbox Interacts with the Feature Objects
  • About the Universal Inbox Business Service
• Scenarios for Administering and Using the Inbox
  • Managing Service Requests
  • Approving Personnel Action Forms Requests Captured Using ESS
• Process of Administering the Inbox
• Reviewing All Inbox Items
• Deleting Inbox Items
• Setting Expiration Dates and Due Dates for Inbox Items
• Changing the Destination View for an Inbox Type
• Changing Inbox Downloading to Remote Databases
• Adding Inbox Translations
• Process of Using the Inbox
• Taking Action on Inbox Items
• Reviewing Completed Items
• Reviewing Submitted Items

13 Configuring the Inbox

• Configuring the Inbox
• Process of Setting Up and Configuring Inbox
• Planning for Inbox Configuration
• Creating Inbox Items
• Creating Inbox Types
• Setting Up Inbox Links to Views and SmartScripts
• Setting Up Inbox Actions
  • About Actions
  • About Deactivate Item Upon Finish and Deactivate Owners Upon Finish Fields
• Configuring the Inbox for Use with Remote Databases
• Setting Up Inbox Approval Translations
• Configuring the Toggle Applets for Inbox Views
• Configuring the Category Icon for the Inbox
• Setting the Log File for Troubleshooting
• Universal Inbox Business Service Methods
  • CreateInboxEx Method
  • CreateInbox Method
  • CreateInboxItem Method
  • CreateInboxOwner Method
  • IsInboxItemExisted Method
  • GetInboxItemInfo Method
  • GetInboxParamInfo Method
  • GetInboxOwnerInfoEx Method
  • GetInboxOwnerInfo Method
  • SetInboxParamInfo Method
  • UpdateInboxItemInfo Method
  • DeactivateInboxItem Method
  • DeactivateInboxOwner Method
  • UpdateInboxOwnerInfo Method
  • DeleteInboxItem Method
  • Initialize Method
  • RouteInboxItem Method
• Examples of Inbox Triggers
  • About the Sample Workflows
  • Where to Find the Sample Workflow Files
  • Creating Inbox Types for Use with the Sample Workflows
  • Inbox - Service Demo Creation Workflow
  • Inbox - Service Action Workflow
  • Inbox - Service Detail Action Workflow
  • Inbox Trigger Used in ESS
  • Inbox Trigger Using Server Script

14 Activities

• Activities
• About Activities
  • Assignment Methods
  • Business Objects Associated with Activities
• Creating Activities (End User)
• Working with Others’ Activities (End User)
• Delegating an Activity (End User)
  • Reassigning or Removing Ownership of an Activity Using Employee Field
  • Assigning an Activity Using Assignment Manager
• Viewing Activities Associated with Another Record Type (End User)
• About Configuring Owner and Employee Fields for Activities

15 Activity Plans and Sales Methods

• Activity Plans and Sales Methods
• About Activity Templates and Activity Plans
• About Sales Methods
• About Activity Assignment
• Scenario for Managing Activity Plans
• Process of Administering and Using Activity Plans
• Defining a Sales Methodology
• Creating an Activity Template
• Creating TAS Customer Milestone Templates in a Localized Application
• Deleting an Activity Template
• Setting a Default Sales Methodology (End User)
• Using an Activity Plan (End User)

16 Assessments

• Assessments
• About Assessment Templates
• Scenario for Using and Administering Assessments
• Process of Administering and Using Assessments
• Creating an Assessment Template
  • How Assessment Scores Are Calculated
• Performing an Assessment (End User)
• Assessing an Opportunity for Target Account Selling (End User)

17 Calendar

• Calendar
• About Calendar Resources
• About Calendar Access
• Scenarios for Administering Calendars
  • Administering Resources
  • Administering Calendar Access
• Process of Administering the Calendar
• Setting Up Resources
• Adding and Modifying Calendar Access
  • Viewing All Calendars to Which an Employee Has Access
• Deleting Calendar Access
  • Removing an Employee From All Employees’ Calendar Access List Views
• Configuring the Calendar Alarm
  • Setting Alarm Manager Load Frequency
  • Setting Retroactive Alarms
• Configuring the Calendar
  • Displaying Start and End Times for Calendar
  • Displaying Fields, Colors, Drilldowns, and ToolTips
    • Displaying Fields for Calendar Records
    • Displaying Field Color
    • Displaying Field Drilldown
    • Displaying Field ToolTip Text
  • Disabling Text Wrapping
  • Specifying Day Summary ToolTip
    • Day Summary ToolTip User Properties
    • User Properties for Calendar Fields, Colors, Drilldowns, and ToolTips
  • Showing and Hiding User Interface Components
  • Changing User Interface Strings
  • Changing Date Display Format
  • Changing the First Day of the Week
  • Overriding User Preferences
  • Enabling and Disabling Calendar Editing
  • Using Special Date Markers
  • Specifying Extra Business Components
  • Move Records from Other Applets into the Calendar
    • Relocation Action Behavior
    • Relocation User Properties
  • Changing Controls in the Calendar Detail View
  • Showing or Hiding Side Applets on the Life Sciences Calendar

18 State Models

• State Models
• About State Models
• Scenario for Managing State Models
• Process of Setting Up State Models
• Configuring Business Components for State Models
  • Determining Whether Business Components Are Enabled for State Models
  • Enabling Business Components for State Model Functionality
• Creating State Models and State Transitions
• Activating State Models
  • How Are State Models Activated?
  • How Are State Models Activated for Mobile Users?
  • How Are State Models Enforced?
  • How the AOM Reads State Model Objects
• Configuring All Operations for Child Records
  • Enabling All Operations for Child Records
  • Disabling All Operations for Specific Child Records
  • Enabling All Operations for Specific Child Records
• About Criteria for State Transitions
  • Example of Simple Criteria

19 Literature

• Literature
• About Literature
• About Setting Up Literature Files
• Creating and Modifying Literature Files
  • Modifying an Existing Literature File
• Creating Literature Records
• Creating Translation Records
• Creating Literature Item Kits
• About Making Literature Visible to Users
• Sharing Literature Through the Products Screen
• Sharing Literature Through the Competitors Screen
• Sharing Literature Through the Decision Issues Screen
• Sharing Literature Through the Correspondence Screen
• Sharing Literature Through Literature or Infocenter
  • Associating Literature With a Category Using Catalog Administration Screen

20 Global Target List Management

• Global Target List Management
• About Global Target List Management
  • Global Target List Management Is for Siebel Industry Applications Only
  • What Is Global Target List Management?
  • What Kind of Lists Can Be Created?
  • Where to Find More Information
• Scenario for Managing Global Target Lists
• Process of Managing Global Target Lists
• Creating Target Lists by Querying (End User)
• Editing Target Lists (End User)
• Creating Target Lists By Combining Lists (End User)
• Applying Target Lists (End User)
• Creating Activities from Target Lists (End User)
• About Configuring Target Lists
  • Setting Up Data Map Object “Activity Templates�? for Target Lists
  • About Workflows for Global Target List Management
  • Configuring Global Target List Management to Create Activities Asynchronously
  • Enabling Application of Target Lists on an Applet
  • Enabling Saving of Target Lists in an Applet

21 D&B Integration

• D&B Integration
• About D&B Data
• Scenarios for Using D&B
  • Building and Growing Current Customer Relationships
  • Acquiring New Businesses or Customers
  • Managing Customer Satisfaction and Account Planning
  • Searching D&B for New Account Information
• About the D&B D-U-N-S Number
• Integrating D&B Data
  • Obtaining D&B Data
  • Loading D&B Data
  • Loading D&B Data Using Sample Scripts
    • Loading D&B Data on Oracle
    • Loading D&B Data on DB2
    • Loading D&B Data on Microsoft SQL Server
  • About Siebel Update Server Components
    • Overview of the Update Process
    • Single Task Siebel Update Server Components
    • Multiple Task Siebel Update Server Component
    • Multiple D&B Update Manager (D&B) Processes
    • Multiple D&B Update Manager (D&B) Processes with First Time Data Loading
    • Multiple D&B Update Manager (Siebel) Processes
  • Running the Siebel Update Server Components
    • Running the D&B Update Manager Server Component From Within Your Siebel Application (Single Task Process)
    • Running the D&B Update Manager Server Component From Within Your Siebel Application (Multiple Task Process)
    • Running the D&B Update Manager Server Component From Within Your Siebel Application (Single Task Process)
    • Running the D&B Update Manager Server Component From Within Your Siebel Application (Multiple Task Process)
    • Running the D&B Update Manager Server Component From a Command Line (Single or Multiple Task Process)
    • Running the D&B Update Manager Server Component From a Command Line (Single or Multiple Task Process)
• Setting Up the Symbolic URL for Access to the D&B Database
  • Setting Up the Symbolic URL for D&B Report Ordering
• Configuring D&B Integration
  • Update Server Process Configuration
  • Account Promotion and Prospect List Creation Configuration
  • Running the D&B Update Manager (D&B) Process Without Updating or Deleting Existing Data
  • Running the D&B Update Manager (Siebel) Process Without Updating Account Name
  • Running the D&B Update Manager (Siebel) Process Without Updating Account Location (Single Task)
  • Running the D&B Update Manager (Siebel) Process Without Updating Account Location (Multiple Task)
• Field Mappings for Configuration of D&B Integration
  • Field Mapping for the D&B Update Manager Process
  • Field Mapping for D&B Real-Time Updates
  • Field Mapping for Account Promotion and Prospect Lists

22 D&B Integration (End User)

• D&B Integration (End User)
• Accessing Company Data and Reports with D&B
• Viewing D&B Aggregate Data for a Company
• Promoting a D&B Account
• Creating a Prospect List from D&B Data
• Viewing a D&B Report
• Using Global Integration to Add New D&B Accounts

23 Contacts

• Contacts
• About Contacts
• Scenario for Managing Contacts
• Adding a Contact
• Promoting a Personal Contact to a Contact
• Creating a Profile for a Contact
• Adding a Contact to a Synchronization List
• Removing a Contact From a Synchronization List
• Assessing a Contact
• Synchronizing Contact Information with External Applications

24 Integration Using ASIs

• Integration Using ASIs
• About ASIs
• Setting Up Account, Contact, and Household ASIs
  • Setting Up Web Services for Account, Contact, and Household ASIs
    • Setting Up Outbound Web Services
    • Setting Up Inbound Web Services
  • Activating Workflows for Account, Contact, and Household ASIs
• ASI Workflow Descriptions
  • Synchronize Account ASI
  • Synchronize Contact ASI
  • Synchronize Household ASI
  • Get Account ASI

25 Web Services

• Web Services
• About the Word Web Service
• Seed Data for Word Web Service
  • Downloading the Word Template
• Requirements for Connecting Template to Siebel EAI
• Process of Configuring Word Web Service
• Downloading the Template for the Word Web Service
• Connecting the Word Template to Siebel EAI
• Process of Using Word Web Service to Perform a Mail Merge
• Getting the Data for a Mail Merge from the Siebel Database
• Refining Recipients for a Mail Merge
• Refining the Message for a Mail Merge
• Previewing Messages for a Mail Merge
• Printing or Sending Mail Merge Messages
• Logging Messages as a Siebel Activity

26 Accounts

• Accounts
• About Accounts
• Scenario for Managing Accounts in Siebel Sales
• Scenario for Managing Accounts in Siebel Call Center
• Creating an Account
• Associating a Contact with an Account
• Associating an Activity with an Account
• Associating an Opportunity with an Account
• Assessing an Account
• Synchronizing Account Information with External Applications
• Viewing Account Credit Profiles

27 Global Accounts

• Global Accounts
• About Global Accounts
• Scenario for Using and Administering Global Accounts
• Process of Using and Administering Global Accounts
• Generating a Default Hierarchy
  • Adding the Generate Hierarchy Business Service to a Batch Workflow Policy
  • Enabling Users to Add Accounts with No Parent to the Default Hierarchy
• Creating a Custom Hierarchy
  • Creating a Custom Hierarchy Based on the Default Hierarchy
• Assigning a Custom Hierarchy to an Organization
• Updating a Custom Hierarchy
  • Adding the Hierarchy Update Business Service to a Batch Workflow Policy
• Updating a Custom Hierarchy by Processing Deleted Records
  • Updating a Custom Hierarchy
• Configuring Error Log Files for Hierarchy Changes
• Adding Business Objects to the Global Accounts Hierarchy View
  • Configuring the Tree Node
  • Verifying the New Node
• Viewing Global Accounts (End User)
  • Accounts in the Global Accounts Hierarchy List View

28 Opportunity Workflows

• Opportunity Workflows
• About Opportunity Workflows
• Setting Up Opportunity Notification Workflows
• Activating the Opportunity Notification Workflow Processes and Policies
  • Opportunity Assigned Notification Process
  • Opportunity Inactive Notification Process
  • Opportunity Pending Notification Process
  • Opportunity Lost Notification Process
  • Opportunity Won Notification Process
• Rerouting an Opportunity Using Workflows
• Modifying Opportunity Workflows
  • Restricting Conditions for Delivery of Emails
  • Stop Sending Email Notifications to a Sales Representative’s Manager
• Setting Up the Get Manager Email

29 Opportunities (End User)

• Opportunities (End User)
• About Opportunities
• Scenarios for Managing Opportunities
  • Converting Opportunities to Leads
  • Tracking Opportunities
  • Generating Quotes for Opportunities
• About Opportunities Lead Assignment
• About Lead Response
• About Lead Qualification, Sales Methods, and Stages
• Process of Managing Opportunities
• Creating an Opportunity
  • About Revenue Class and Revenue Type
  • About Split Revenue
• Changing the Primary Sales Team Member
• Monitoring Significant Opportunity Transactions
• Assessing an Opportunity
• Viewing Decision Issues for an Opportunity
• Associating a Contact with an Opportunity
• Managing Activities Associated with an Opportunity
• Associating a Product with an Opportunity
• Creating a Quote from an Opportunity
  • Updating Opportunity Revenues
• Creating an Organization Analysis
  • Creating New Contact for the Organizational Analysis
  • Creating the Organization Hierarchy
  • Drawing Lines of Influence
• Viewing Opportunity Charts
  • Viewing the Opportunity Sales Pipeline Analysis Chart
  • Viewing the Sales Pipeline Phases Analysis Chart
• Setting Up Lead Sources for Opportunities

30 Households

• Households
• Household Contact Tracking
• Scenario for Managing Households
• Process of Managing Households
• Adding a Household Record
• Adding Contacts to a Household
  • Specifying Addresses for Household Contacts
• Adding Activities to Household Records
• Storing and Viewing Information About Households
  • Storing Information Related to Household Contacts
  • Viewing Information Related to Households
• Synchronizing Household Information with External Applications

31 References

• References
• Scenario for Managing References
• Process of Managing Accounts and References
• Designating an Account as a Reference
• Associating an Activity with a Reference
• Associating a Contact with a Reference
• Associating an Attachment with a Reference
• Viewing Reference Activities in the Calendar
• Adding a Note to a Reference
• Adding Profile Information to a Reference
• Searching for References
• Viewing Reference Asset and Profile Charts

32 Categories

• Categories
• Scenario for Managing Categories
• Adding a Category
• Searching by Category

33 Competitors

• Competitors
• Scenario for Managing Competitors
• Associating a Competitor with an Opportunity
• Viewing Competitor Comparisons

34 Decision Issues

• Decision Issues
• About Decision Issues
• Scenario for Managing Decision Issues
• Creating Decision Issues
• Associating Decision Issues with an Opportunity (End User)

35 Enterprise Selling Process

• Enterprise Selling Process
• About Enterprise Selling Process
• About Using ESP Methodology to Manage Accounts
• Scenario for Managing Enterprise Selling Process
• Process of Managing Enterprise Selling Process
• Adding ESP Business Unit and Service Unit Information
• Adding ESP Business and Service Unit Offerings
• Conducting an ESP Organizational Analysis
• Charting the Organization’s Reporting Structure
  • Using the Organization Chart to Draw Lines of Influence
• Adding Partners for ESP Analysis
  • Adding a Contact
  • Adding Activities
• Viewing the BU/SU Offering Summary
• Adding ESP Objectives
• Adding ESP Account Plan Highlights
• Viewing an ESP Manager’s Review

36 Target Account Selling

• Target Account Selling
• About Using Target Account Selling to Manage Opportunities
• Scenarios for Managing Target Account Selling
  • Assessing Opportunities
  • Developing Competitive and Relationship Strategies
  • Executing Strategies
• Process of Managing Target Account Selling
• Completing a TAS Overview
• Assessing an Opportunity
• Developing Strategy with TAS Competitive Analysis
• Conducting a TAS Organizational Analysis
• Mapping the Organization’s Reporting Structure
  • Using the Organization Map to Draw Lines of Influence
• Developing a Relationship Strategy
• Adding Customer Milestones
  • Adding Associated Activities to Each Milestone
• Viewing PRIME Activities
• Adding Notes to Opportunities

37 Managing Portfolios

• Managing Portfolios
• About the Portfolio Management Process
• Scenario for Managing a Portfolio
• Roadmap for Managing Portfolios
• Creating a Portfolio Plan
• Process of Segmenting Accounts
  • Assessing Current Revenues
  • Assessing the Future Potential of Accounts
  • Viewing the Portfolio Segmentation Map
• Process of Analyzing the A Accounts
• Process of Analyzing B, C, and D Accounts
  • Entering Details of the Account
  • Assessing Business Units and Service Units
    • Viewing the Segmentation Map of Business Units and Service Units
  • Analyzing Selected Units
  • Reviewing Opportunities
  • Reviewing Organizational Analysis
  • Reviewing Marketing Events
    • Viewing Marketing Events for a Portfolio Plan
  • Reviewing Partners
    • Viewing Partners for a Portfolio Plan
  • Reviewing Objectives and Action Plans
• Performing a Manager Review of a Portfolio Plan
• Adding Solutions to Portfolio Plans

38 System Preferences and Component Parameters

• System Preferences and Component Parameters
• System Preferences for Siebel Business Applications
• Component Parameters for Siebel Business Applications

39 Siebel Runtime Repository Version Rollback

• Siebel Runtime Repository Version Rollback
• About the Runtime Repository Version Rollback Feature
• Marking MAIN Workspace Versions as Stable or Unstable
• Rolling Back to the Last Stable Version of an Application
• Rolling Back to Any Other Stable Version of an Application
• Exiting Rollback Mode
• Using Siebel Runtime Repository Version Rollback in Siebel Web Tools

40 Oracle AI for Siebel CRM

• Artificial Intelligence (AI) Services for Siebel CRM
• About Oracle Cloud Infrastructure (OCI) Artificial Intelligence (AI) Services
• Accessing Oracle Cloud Infrastructure (OCI) Artificial Intelligence (AI) Services
• Process of Setting Up Oracle Cloud Infrastructre (OCI) Artificial Intelligence (AI) Services
  • Enable Oracle Cloud Infrastructure (OCI) Artificial Intelligence (A) Services
  • Configure Authentication for Oracle Cloud Infrastructure (OCI) Artificial Intelligence (AI) Services
  • Uptake of AI/ML powered features with OCI Java SDK 3.43.1
  • Configure Seed Data and Business Service Access
  • Configure the Oracle Cloud Infrastructure (OCI) Language AI Service
  • Configure the Oracle Cloud Infrastructure (OCI) Speech AI Service
• Artificial Intelligence Services (AI) Use Cases
  • Use Case 1: Identify and Flag PII in Service Request Description
  • Use Case 2: Transcribe Customer Calls and Attach Text File to Service Request
• Siebel REST APIs for Artificial Intelligence (AI) Services
  • Siebel REST API for the Language AI Service
  • Siebel REST API for the Speech AI Service
  • Utility APIs and Methods Supporting the Speech AI Service
    • Upload API Utility
    • Download API Utility
• Generative AI Service for Siebel CRM
• About Oracle Cloud Infrastructure (OCI) Generative AI Service
• Accessing Oracle Cloud Infrastructure (OCI) Generative Service
• Process of Setting Up Oracle Cloud Infrastructure (OCI) Generative AI Service
  • Enable Oracle Cloud Infrastructure (OCI) Generative AI Service
  • Configure Authentication for Oracle Cloud Infrastructure (OCI) Generative AI Service
  • Select Large Language Model
  • Specify the Large Language Model (LLM) prompts
  • Trigger use cases
  • Configure and activate Runtime Event for Closing Summary
  • Configure and activate Runtime Event for Transfer Summary
  • Configure and activate Runtime Event for Sentiment Analysis at Activities Level
  • Configure and activate Runtime Event for Sentiment Analysis at Service Request Level
  • Configure Business Component User Properties for Summarization
  • Configure Business Component User Properties for Sentiment Analysis
  • Display Summary
• Generative AI Service Use Cases
  • Use Case 1: Analyze Sentiment at Service Request and Activities Level
  • Use Case 2: Generate Transfer and Closing Summary
• Siebel REST APIs for Generative AI Service
  • REST API for Chat
  • REST API for Generate Text
  • REST API for Summarize Text
  • REST API for Embed Text