Contents

• Title and Copyright Information
• Preface

1 What's New in This Release

• What’s New in This Release

2 Accessibility

• Accessibility in Web Applications
• Keyboard Navigation in Accessible Rich Internet Applications
• Utilities for Visually Impaired Users
  • Screen Readers
• Utilities for Physically Disabled Users
• Troubleshooting Accessibility Violations

3 Getting Started with Your Application

• Logging In to the Application
  • Application Home Page
  • Demo Version of Siebel Application
• Logging Out of the Application
  • Closing the Browser
• Native Browser Features
• About Access and Responsibilities in the Siebel Application
• Getting Started with Self Service Applications
  • Registering on the Self Service Website
  • Logging In to the Self Service Website
  • Logging Out of the Self Service Website
  • Obtaining a New Password for Self Service Applications
• Locale Support

4 User Interface Overview

• Elements of the Application Window
• Application Banner
  • Side Menu
  • Application-Level Menu
  • Application Toolbar
• Application Taskbar
• Second Level View Bar
  • Third Level View Bar
  • Fourth Level Subview Bar
• Visibility Filter
• List
  • Using the Visibility Filter in Lists
  • Expanding and Collapsing Lists
  • Horizontal Scrolling in Lists
  • Navigating Between Records in Lists
  • List and Page Navigation Using the Mouse Wheel
• Form
• List and Form Toolbar
• Sending Messages
• Communications Panel
• Application Screens
  • Home Pages for Screens
• Site Map
• Action Pane
• Explorer Views
• Application User Interface Behavior

5 Records, Fields, and Field Controls

• Records
  • About Drilldown from the List View
• Fields
  • Required Fields
  • Read-Only Fields
  • Maximum Number of Characters
  • Resizing the Notes Field
• Text Fields
• Field Controls
• Check Boxes
• Option Buttons
• Drop-Down Lists
• Field Control Buttons
• Calendar Control
• Calculator
• Currency Calculator

6 Selection Dialog Boxes

• Launching Selection Dialog Boxes
• Associating Records Using a Single Selection Dialog Box
  • Associating Records with Existing Records
  • Associating Records with New Records
• Associating Records Using a Multiple Selection Dialog Box
  • Associating Records with Existing Records
  • Associating Records with New Records
• Querying for Records in a Selection Dialog Box
• Finding Records in a Selection Dialog Box

7 Synchronizing Data for Disconnected Use

• About Data Synchronization
• Synchronization Process

8 Keyboard Navigation and Shortcuts

• Keyboard Navigation
• Keyboard Shortcuts
• Application Management Keyboard Shortcuts
• Online Help Keyboard Shortcuts
• General Navigation Keyboard Shortcuts
• Layout Management Keyboard Shortcuts
• Record Management Keyboard Shortcuts
• Record Navigation Keyboard Shortcuts
• Query Management Keyboard Shortcuts
• Field Management Keyboard Shortcuts
• Communication Management Keyboard Shortcuts
• Call Management Keyboard Shortcuts
• Example Using Keyboard Shortcuts to Select the Displayed Columns

9 Record Management

• Creating Records
• Creating Records Using Quick Fill
  • Creating Quick Fill Templates
  • Applying Quick Fill Templates to New Records
  • Creating Records Using Quick Fill Templates
  • Creating Records Using the Last Quick Fill Template
• Copying Records
• Editing Records
• Changing Multiple Records
• Saving Records
• Canceling Changes to Records
• Deleting Records
• Associating Records Together
• Printing Records
• Using Field Hyperlinks in Records
• Displaying Record Count
• Finding Information About Records
  • Accessing the About Record Dialog Box After a Merge
• Identifying New Records
• Flagging Records
• Adding Notes to Records
• Merging Duplicate Records
• Attaching Files to Records
  • Attaching Files Using the New File Button
  • Attaching Files Using Menu (the Cogwheel Icon)
  • Attaching Files By Moving Files to the Attachments View
• Attaching URLs to Records
  • Attaching URLs Using the New URL Button
  • Attaching URLs Using Menu (the Cogwheel Icon)
• Attaching Emails and Email Attachments to Records
• Organizing List Columns
• Sorting List Columns
  • Sorting a Single List Column
  • Performing an Advanced Sort in Lists
• Locking List Columns
• Resizing List Columns

10 Information Query

• About Queries
  • Accessing the Query Control
  • About the Saved Queries Drop-Down List
  • Predefined Queries
  • Case Insensitive and Accent Insensitive Queries
• Queries Toolbar
• Creating Queries for Records
• Finding Records in Lists
• Refining Queries
• Deleting Queries
• Canceling Long-Running Queries
• Using the Query Assistant
• About Using Default Queries
• About Querying a Telephone Number
• Simple Query Operators
• Compound Query Operators
• Tips for Queries

11 Information Search

• About Search Functionality
• Performing a Basic Search
• Performing an Advanced Find
• Performing a Smart Answer Search
• Performing a Smart Answer Search from Service Requests
• Performing an Advanced Oracle Secure Enterprise Search Operation
• Modifying Search Settings for Oracle Secure Enterprise Search
• How Siebel CRM Handles Wildcard Search

12 iHelp

• About iHelp
• Using iHelp to Complete Tasks
• Using the iHelp Map

13 Task UI

• About Task User Interface
• Using Task UI
• Navigational Buttons for Task UI

14 Information Sharing

• Using the Inbox
• Running Reports
• Emailing, Faxing, Paging, and Sending Outbound Wireless Messages
  • Sending Email from Applications
  • Using the HTML Editor
  • About Outlook (F9) Integration
• Creating Bookmarks
• Importing Data into Applications
• Exporting Data to an External File

15 Calendar

• About the Calendar
• Calendar Formats
• Calendar Views
• Viewing Activities
• About Activity Defaults
• Recurring Activity Defaults
• Viewing Calendar Activities
• Adding Activities to the Calendar
  • Entering Activities Directly in the Calendar
• Deleting Calendar Activities
• Creating Recurring Calendar Activities
  • Changing Recurring Activities to Nonrecurring Activities
• Deleting Recurring Calendar Activities
• Adding Activities in the To Do List
• Marking To Do Activities Complete
• Changing Activities
  • Changing Nonrecurring Activities
  • Changing Recurring Activities
• Rescheduling Activities
  • Changing Date Fields
  • Moving Activities
  • Stretching Activity Borders
• Adding Participants to Activities
  • Adding Contacts to Activities
  • Adding Employees to Activities
  • Adding Resources to Activities
• Removing Participants from Activities
  • Removing Contacts from Activities
  • Removing Employees from Activities
  • Removing Resources from Activities
• Using the Participant Availability Subview
• Reassigning Activities
• Using Alarms for Activities
• Activating Alarms
• Postponing and Dismissing Alarms
  • Postponing Alarms
  • Dismissing Alarms
• Using the Calendar Details Button
• Granting Access to Your Calendar
• About Using Group Calendars
• About Viewing Calendar Availability
• Saving Charts

16 User Preferences

• About User Preferences
• Default Time Zone
• Startup View
• Navigation Controls
• Default Navigation Control
• Themes
  • About the Simplified User Interface
  • About the Redwood Theme
• Transition Effects
• Applet Visualization
• Scroll Speeds for Tile Applets
• Confirmation Before Deleting Records Prompt
• Pause Behavior for Task UI
• Outbound Communications Preferences for Send Email
• Default Queries
• Saved Queries
• Notifications Setup
• View Links for Screen Home Pages
• Showing, Hiding, and Reordering Screens or Views
  • Showing or Hiding Screens
  • Showing or Hiding Views
  • Changing the Order of Screens
  • Changing the Order of Views
  • Setting Up Default Views for Screens
• Calendar Setup
  • Length of a Workday
  • Default Calendar Activity Duration
  • Activating Alarms for All Calendar Activities
  • Default Alarm Lead Times
  • Default Alarm Snooze Times
  • Email Prompts for Meetings
  • Default Calendar Formats
  • Setting Up Another User’s Calendar as Your Default Calendar
  • Default Display for Participant Schedule
• Maintaining Quick Fill Templates
  • Renaming Quick Fill Templates
  • Deactivating Quick Fill Templates
  • Reactivating Quick Fill Templates
  • Deleting Quick Fill Templates
  • Adding Quick Fill Template Options in an Applet Menu
• User Profile Image Setup
• About Setting Up Synchronization Preferences
• About Availability Fields in the Profile View

17 CTI Toolbar

• Logging In to the Communications System
• Logging Out of the Communications System
• Receiving Inbound Work Items
  • Accepting an Inbound Work Item
  • Releasing an Inbound Work Item
• Initiating Work Items
• Releasing Work Items
• Transferring or Conferencing Work Items
  • Performing a Blind Transfer on the Active Work Item
  • Performing a Consultative Transfer on the Active Voice Call
  • Creating a Conference for the Active Voice Call
  • Pausing the Active Work Item
  • Resuming a Paused Work Item
• Forwarding Work Items
• Changing the Ready State
  • Changing to Not Ready State
  • Changing to Ready State

18 Email

• Replying to Incoming Messages
• Resending Outgoing Messages
• Resending Outgoing Messages That have Failed
• Using Templates in Outgoing Messages
• Saving Drafts of Outgoing Messages
• Retrieving Drafts of Outgoing Messages
• Saving Messages as a Template
• Specifying Preferences for Outbound Communications
• Sending Email Messages Using an External Email Client

19 Chat

• Logging in to Chat
• Accepting an Incoming Chat Manually
• Opening an Automatically Accepted Incoming Chat
• Responding to an Incoming Chat
  • Sending a Message
  • Pushing a Web URL
  • Sharing Information Using Smart Share
• Showing and Hiding the Chat Pane
• Switching Between Chat Sessions
• Transferring a Chat to a Workgroup
• Transferring a Chat to Another Agent
• Handling Transferred Chat Interactions
• Releasing a Chat
• Closing Chat Sessions
• Showing and Hiding the Chat Dashboard
• Changing Agent Status

20 Notifications

• About Notifications
  • Notification Message Order
  • Disabling Notification Messages
  • Notification Caching Versus Directly Polling the Siebel Database
• About Web Notifications
• Scenario for Administering Notifications
• Process of Administering Notifications
• Enabling and Disabling Notifications
• Enabling or Disabling Notifications in Mobile and Developer Web Clients
• Creating a Notification
• Updating a Notification
• About Automatically Updating Notification Text
  • Sample Notifications Script
• Configuring Notifications Caching
• Reviewing Notifications
  • Notification Button and Pane
  • Notification Levels of Importance