Contents

• Title and Copyright Information
• Preface

1 What’s New in This Release

• Whats New in Siebel Automotive Guide, Siebel CRM 20.1 Update
• What's New in Siebel Automotive Guide, Siebel CRM 19.1 Update

2 Siebel Automotive Overview

• Siebel Automotive Overview
• About Siebel Automotive
• Product Options

3 Associating Vehicles with Accounts

• Associating Vehicles with Accounts
• About Accounts
• Scenarios for Working with Automotive Accounts
  • Vehicle-Owned Scenario
  • Vehicle-Relationship Scenario
• Accounts Process Workflow
• Account Setup Using Siebel Automotive
  • About Maintaining Account Integrity and Performance
  • Working with Abandoned Accounts
  • About Querying for Abandoned Accounts
• Process of Using Automotive for Account Management
• Associating a Vehicle with an Account
• Associating a Vehicle with an Account by Relationship
• Associating a Vehicle Using the Summary View

4 Managing Contacts

• Managing Contacts
• About Contacts
• Scenario for Working with Automotive Contacts
• Contacts Process Workflow
• Contact Record Relationships
• Process of Using Automotive to Work with Contacts
• Managing Relationships Between Contacts
• Associating a Vehicle with a Contact
• Viewing Service History and Sales History for a Contact
• Managing Service History Information

5 Managing Dealers

• Managing Dealers
• About Automotive Dealers
• Scenario for Working with Automotive Dealers
• Dealer Process Workflow
• Process of Using Automotive for Dealer Management
• Establishing Categories
• Defining Dealer Profiles
• Tracking Dealer Sales and Service Information
  • Managing Vehicle Make Information
  • Listing Days and Hours for a Dealer

6 Managing Lease and Loan Accounts

• Managing Lease and Loan Accounts
• Scenario for Working with Lease and Loan Accounts
  • Siebel Administrator
  • Call Center Agent
• Lease and Loan Accounts Process Workflow
• Process of Administering Financial Accounts
• About Financial Accounts
• Creating a Financial Product
• About Adding Financial Accounts
• Adding a Financial Account
• Process of Viewing Asset Finance Information
• Viewing Account Information
• Viewing Contacts
• Viewing Contact Address Information
• Viewing Contracts
  • Viewing Agreements Attached to an Account
  • Viewing Vehicle Itemized Costs
  • Viewing Lease and Loan Details
  • Associating a Financial Account with a Lease or Loan Agreement
• Viewing Vehicles Associated with a Financial Account
• Viewing Manufacturer and Dealer Options
• Viewing Originating Dealer Information
• Viewing Partner and Dealer Employees
• Process of Working with Title Information
• Viewing Title Information
• Viewing Title Detail Information for a Vehicle
• Querying for Delinquent Titles

7 Managing End of Lease and Remarketing Activities

• Managing End of Lease and Remarketing Activities
• About End of Lease and Vehicle Remarketing
• Scenario for Managing End of Lease and Vehicle Remarketing
  • Contacting Customers Whose Leases Are Ending
  • Scheduling Vehicle Inspection and Turn-In
  • Completing the Inspection
  • Returning the Vehicle
  • Selling Vehicles to Dealers
  • Auctioning the Vehicle
• Setup Tasks for End of Lease and Remarketing
  • Activating Workflow Processes for End of Lease and Remarketing
  • Configuring the Siebel Server to Run the Scheduling Job
  • Setting Up the Return Receipt (Odometer Disclosure Statement)
  • Creating a Return Receipt Category for Proposals
  • Creating the Proposal Template for the Vehicle Return Receipt
  • Setting Up the Fair Market Values
  • Setting Up the FMV Auction Values
  • Setting Up Auction Events and Pricing
  • Process of Setting Up Pricing for Auction Events
    • Setting Up the Price Vehicle and Price All Vehicles Buttons
    • Creating Signals for the buttons
    • Creating Variable Maps for Context and Row Set
    • Creating Adjustments for Geographic and Vehicle Attributes
    • Creating Adjustments for Mileage
    • Creating a Price List for the Auction
    • Adding Vehicles to be Auctioned
• Process of Managing End of Lease and Vehicle Remarketing
  • Contacting Customers Whose Leases Are Ending
  • Scheduling Inspection and Turn-In Appointments
    • Scheduling Turn-In Appointments
    • Canceling an Inspection Appointment
  • Entering Inspection Information (Dealer or Third-Party)
  • Viewing Inspection Information and Generating Charges
  • Receiving Returned Vehicles (Dealer)
  • Selling Returned Vehicles to Dealers
  • Auctioning Returned Vehicles
    • Entering Information About an Auction Event
    • Adding Vehicles to an Auction Event
    • Sending Info to the Auction House
• Workflow Process Reference for Vehicle Remarketing
  • Auto CF EOT Account States Vehicle Turn In Workflow Process
  • Auto CF EOT Account States Vehicle Inspection Workflow Process
  • Auto CF Schedule Inspection Workflow Process
  • Auto Generate Charges Workflow Process
  • eAuto CF Lease End Communications Workflow Process
  • eAuto CF Lease End Comm1 XML Generation Workflow Process
  • eAuto CF Lease End Comm2 XML Generation Workflow Process
  • eAuto CF Lease End Comm3 XML Generation Workflow Process
  • eAuto Vehicle Return Workflow Process
  • Auto CF Activity Attachment Workflow Process
  • Auto Dealer Vehicle Purchase Workflow Process
  • Auto CF EOT Account States Vehicle Dealer Turn In Workflow Process
  • Auto VehiclePublishForPurchaseORAuction Workflow Process
  • Auto CF Auction Vehicle List Workflow Process
  • eAuto Vehicle Return Inspection Report Workflow Process
  • eAuto Vehicle Go To Vehicle Attachments View Workflow Process
  • Auto CF Asset Pricing Procedure Workflow Process
• Web Service Reference for Vehicle Remarketing
  • Inspection Request Web Service
    • Inspection Request Message Description
    • Inspection Request Web Service Application Interface
  • Inspection Report Web Service
    • Inspection Report Web Service Operations
    • Inspection Report Message Description
    • Inspection Report Web Service Application Interface
  • Vehicle Market Value Web Service
    • Vehicle Market Value Web Service Operations
    • Vehicle Market Value Message Description
    • Vehicle Market Value Web Service Application Interface
  • Vehicle Residual Value Web Service
    • Vehicle Residual Value Web Service Operations
    • Vehicle Residual Value Message Description
    • Vehicle Residual Value Web Service Application Interface
  • Auction List Web Service
    • Auction List Message Description
    • Data Object (Integration Object)
  • Pre Term Campaign Vehicle List Web Service
    • Pre Term Campaign Vehicle List Web Service Operations
    • Pre Term Campaign Vehicle List Message Description
    • Pre Term Campaign Vehicle List Web Service Application Interface

8 Managing Collections

• Managing Collections
• About Collections
• Scenario for Collections
  • Siebel Administrator Checks for Delinquent Accounts
  • Bank Collection Agent Contacts Customers
• Administering Collection Tasks
• Activating Siebel Automotive Workflows
• Creating Assignment Rules for Collection Assignments
• Using Assignment Rules
• Managing Collections Preferences
• Managing Collection Correspondence Administration
• Automating the Cure Process
• End-User Procedures for Collections
• Reviewing Account Summary and Related Account Information
• Managing Collection Reassignments
• Executing Collection Tasks
• Capturing Promise-to-Pay Records
• Managing the Cure Process
• Managing the Repossession Process
• Managing Skip Trace and Impound Service Requests
• Managing Insurance Information

9 Managing Vehicles

• Managing Vehicles
• Vehicles in Siebel Automotive
• Scenario for Working with Vehicles
• Vehicles Process Workflow
• Entering Vehicle Records
• Process of Managing Vehicle Records
• Editing a Vehicle Record
• Changing Vehicle Status
• Deleting a Vehicle
• Updating Vehicle Service History
• Managing Vehicle Financial Details

10 Managing Products

• Managing Products
• Types of Products
• About the List of Valid Vehicle Options
• Scenario for Working with Automotive Products
• Products Process Workflow
• Process of Managing Products
• Managing a Product’s Information
• Associating Valid Options with a Product
  • Defining a Product as an Option
  • Associating an Option with a Product of Type Equal to Vehicle
• Adding Product Features and Specifications
  • Working with Product Features
  • Associating a Feature with a Product
  • Working with Product Specifications
  • Associating a Specification with a Product

11 Associating Vehicles with Opportunities

• Associating Vehicles with Opportunities
• About Opportunities
• Associating a Vehicle with an Opportunity

12 Setting Up Households

• Setting Up Households
• About Households
• Scenario for Working with Households
• Process of Working with Households
• Viewing Vehicles Associated with a Household
• Associating Team Members with a Household

13 Managing Quotes

• Managing Quotes
• About Quotes
• Scenario for Working with Automotive Quotes
• Quotes Process Workflow
• Process of Creating Quotes
• Setting the Price List for Quotes
• Creating Quotes
• Copying or Revising a Quote
  • Using Copy Record to Copy or Revise a Quote
  • Using Revise to Copy or Revise a Quote
• Allocating Vehicles to a Quote

14 Managing Service Requests

• Managing Service Requests
• About Service Requests
• About Service Request Channels
• Scenario for Working with Automotive Service Requests
• Process of Working with Service Requests
• Automotive Captive Finance Service Request Types
• Creating a Service Request
• Assigning the Service Request
  • Assigning the Service Request Manually
  • Using Assignment Manager to Assign Service Requests
  • Assigning Service Requests Using Dealer Assignment
• Providing Details of Services to Be Performed
• Researching and Resolving a Service Request

15 Tracking Service History

• Tracking Service History
• Scenario for Tracking Automotive Service History Scenario
• Process of Tracking Service History
• Creating a New Service History Record
• Managing Services Performed
• Managing Manufacturer and Customer Pay
• Working with Service History

16 Tracking Sales History

• Tracking Sales History
• About Tracking Sales History
• Scenario for Tracking Automotive Sales History
• Process of Tracking Sales History
• Creating a New Sales History Record
• Viewing Sales History

17 Setting Up Preventive Maintenance

• Setting Up Preventive Maintenance
• Scenarios for Working with Automotive Preventive Maintenance
  • Periodic Maintenance Scenario
  • Triggered Maintenance Scenario
• Process of Setting Up Preventive Maintenance
• Setting a Trigger for a Preventive Maintenance Plan
• Associating a Preventive Maintenance Plan with a Product
• Associating a Preventive Maintenance Plan with Vehicles
• Process of Tracking Preventive Maintenance
• Viewing Preventive Maintenance History for a Vehicle
• Working with Preventive Maintenance Plans for a Vehicle

18 Setting Up and Using Siebel Automotive Tools

• Setting Up and Using Siebel Automotive Tools
• Process of Locating a Dealer
• Setting Up the Dealer Locator (Administrators)
• Locating a Dealer (End Users)
• Process of Searching for a Vehicle
• Setting Up Vehicle Search
• Searching for a Vehicle
• Calculating Loans and Leases

19 Managing Warranties

• Managing Warranties
• About Warranty Products
• Roadmap for Creating a Warranty Product
  • Defining a Warranty Product
  • Adding Coverage Lists to a Warranty Product
  • Adding Products to a Warranty Product
  • Modifying the Status of a Warranty Product
• Structuring Warranty Products
  • About the Setup of a Master Data Model
  • Managing Repair Operation Codes
    • Repair Operation Code Hierarchy
    • Creating a Repair Operation Code
  • Managing Repair Operation Times
    • Defining Repair Operation Times
  • Managing Part Prices
  • Managing Coverage Lists
  • Adding Repair Operation Codes to a Coverage List
  • Adding Parts to a Coverage List
  • Managing Trouble Code and Fault Code Data
    • Creating Fault Codes
    • Creating Trouble Codes
    • Associating a Trouble Code with a Fault Code
  • Managing Labor Rates
    • Creating Labor Rates
    • Viewing Labor Rates
    • Deleting Labor Rates
• Managing Policies and Coverage
  • About Policies
  • Registering a Warranty Policy Manually
  • Amending a Policy
  • Changing the Status of a Policy
  • Transferring a Policy
• Managing Supplier Warranty Policies
  • About Supplier Warranty Policies
  • Creating Supplier Warranty Policies
  • Associating Parts with Supplier Warranty Policies
  • Searching for the Eligibility of a Supplier Warranty Policy
• About Rules
  • About Verification Rules
  • About Claims Processing Rules
• Implementing Recall Campaigns
  • About Recall Campaigns
  • Creating a Recall Campaign
  • Amending a Recall Campaign
  • Creating Exclusions
  • Amending an Exclusion
• Approving a Prewarranty Authorization
• Approving a Warranty Claim
• Administering Payments for Warranty Claims
  • About Payments for Warranty Claims
  • Viewing Payment Requests for Warranty Claims
  • Viewing Warranty Claim Payment Transactions
• Administering Payments for Supplier Claims
  • About Payments for Supplier Claims
  • Viewing Payment Requests for Approved Supplier Claims
  • Viewing Supplier Claim Payment Transactions
• Managing Supplier Recovery Claims
  • About Supplier Recovery Claims
  • Creating a Supplier Recovery Claim
  • Creating a Supplier Recovery Claim from a Warranty Claim
  • Creating a Supplier Recovery Claim from a Work Order
  • Creating an RMA for Sending Failed Parts to Suppliers
  • Viewing Financial Details of Supplier Recovery Claims