Business Functions of Screens in Siebel Communications

The Siebel Communications and Siebel Media interfaces include procedure-specific screens. Some screens are used exclusively by administrators. The following lists the most frequently used screen and views forSiebel Communications and Siebel Media. It also lists the functions of the views in those screens.

Note: The procedures in this guide assume that you do not use the Tree navigation control option to access screens and views. However, you can choose to use the Tree navigation control if required. For more information about setting navigation options, see Siebel Fundamentals Guide.

Screen	Functions	For More Information
Accounts	Create, view, and update accounts. Set up and maintain account hierarchies. Define and maintain account profile information. Query customer bills. Record bill payments, repayment plans, and adjustments.	See Accounts in Siebel Communications, Profiles in Siebel Communications, and Billing in Siebel Communications
Activities	Track personal activities and view activities for other team members. Track the progress of accounts, trouble tickets, service requests, interactions with contacts, and opportunities.	See Siebel Applications Administration Guide
Agreements	Create, generate, modify, approve, and track agreements.	See Agreements and Entitlements in Siebel Communications
Assets	Manage information about products sold to accounts.	See Siebel Field Service Guide
Audit Trail	Creates a history of the changes that have been made in and Oracle’sSiebel Communications and Oracle’s Siebel Media.	See Siebel Applications Administration Guide
Briefings	Gather and format information from a number of different sources, both inside and outside your company, including the World Wide Web.	See Siebel Applications Administration Guide
Calendar	Create and display activities (including to-do activities) and share calendar information with co-workers.	See Siebel Fundamentals
Campaigns	Manage outbound communications with prospects targeted for a particular marketing effort.	See Siebel Applications Administration Guide
Contacts	Record and track business and personal contact information associated with an account, an opportunity, a trouble ticket, or service request.	See Contacts in Siebel Communications
Credit Management	Manage and monitor customer credit issues. Share data with third-party credit management applications.	See Credit Management in Siebel Communications
Entitlements	Associate entitlements with accounts, contacts, and products. Determine a customer’s eligibility for service under its entitlements.	See Agreements and Entitlements in Siebel Communications
Expense Reports	Manage expense-report information for your own expenses, or your team’s expenses.	See Siebel Applications Administration Guide
Forecasts	Create business forecasts that are based on opportunities or products.	See Siebel Applications Administration Guide
Fraud Management	Manage and monitor customer fraud issues. Share data with third-party fraud management applications.	See Fraud Management in Siebel Communications
Literature	Display company- and industry-related literature cataloged by the Siebel administrator.	See Siebel Applications Administration Guide
Opportunities	Manage sales opportunities for business and residential customers.	See Opportunities in Siebel Communications
Orders	Create sales orders and track their status. Generate order summaries.	See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications
Premises	Create and maintain premises. Track service points, customer premises equipment, and meters associated with a premises.	See Premises in Siebel Communications
Products	Displays products, product lines, product features, and price lists.	See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications
Quality	Manage information about adverse events or reactions related to products.	See Siebel Applications Administration Guide
Quotes	Create, view, and update quotes. Update opportunities and configure solutions for quotes.	See Siebel Order Management Guide and Siebel Order Management Guide Addendum for Communications
Service Requests	Create, display, and update customer requests for information about or assistance with products or services.	See Service Requests and Trouble Tickets in Siebel Communications
SmartScripts	Define the application workflow for an interactive situation in a script. These interactive situations can include inbound communications (such as customer service) and outbound contacts (such as telemarketing).	See Siebel SmartScript Administration Guide
Solutions	Search, organize, and add to a knowledge base of answers to service requests and trouble tickets.	See Siebel Field Service Guide
Trouble Tickets	Create, display, and update customer requests for information about or assistance with products or services.	See Service Requests and Trouble Tickets in Siebel Communications
Work Orders	Manage the work components associated with activating or turning off service for a customer.	See Work Orders in Siebel Communications