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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
- 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
- Linking Siebel Audit Trail to a Business Component
- Decoding the Audit Log File
- 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
- Usage Pattern Collection
- Processing Usage Pattern
- Viewing Usage Patterns
- Details of Records for Usage Pattern Tracking
- Application Programming Interfaces for Usage Pattern Tracking
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
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
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
- Examples of Inbox Triggers
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
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
- Configuring All Operations for 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
- 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
21 D&B Integration
- D&B Integration
- About D&B Data
- Scenarios for Using D&B
- About the D&B D-U-N-S Number
- Integrating D&B Data
- 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
- Field Mappings for Configuration of D&B Integration
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
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
- 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
- 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
- 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
- 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
- Process of Analyzing the A Accounts
- Process of Analyzing B, C, and D Accounts
- 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
- 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
- Generative AI Service for Siebel CRM
- Accessing Large Language Models (LLMs) with APIs
  - About API based Integration
  - Setting up and configuring API access