Contents

• Title and Copyright Information
• Preface

1 What's New in this Release

• What's New in Siebel Self Service Administration Guide, Siebel CRM 22.4 Update
• What's New in Siebel Self Service Administration Guide, Siebel CRM 21.2 Update

2 About Siebel Self Service

• About Siebel Self Service
• Tasks for Customers on the Siebel Self Service Web Site
• Tasks for Customer Service Representatives in Siebel Self Service
• Features of Siebel Self Service
• Requirements for Installing Siebel Self Service
• About Deploying Siebel Self Service

3 Setting Up Siebel Self Service

• Setting Up Siebel Self Service
• About Setting Up Siebel Self Service
• Roadmap for Setting Up Siebel Self Service
• About the Application Object Manager Components for Siebel Self Service
• Process of Adding the Application Object Manager Components for Siebel Self Service
  • Editing the new_comp_sia.dat File
  • Running the new_compdef_sia Script

4 Configuring Siebel Self Service

• Configuring Siebel Self Service
• About Configuring Siebel Self Service
• About Configuring Oracle Knowledge for Siebel Self Service
• Configuring Siebel Self Service for Oracle Knowledge
• Configuring Siebel Self Service
• Configuration Tools for the Siebel Self Service Web Site
• Setting Up the Applet for Twitter
  • Obtaining a Twitter Widget
  • Displaying the Twitter Widget in Siebel Self Service
  • Designating the Height and Width of the Twitter Timeline
• Setting Up Customer Satisfaction Surveys
• Setting Up Autocreation of Attachments for Siebel Self Service

5 Administering Siebel Self Service

• Administering Siebel Self Service
• About Administering Siebel Self Service
• About the Security Framework for Siebel Self Service
  • About Authentication for Siebel Self Service
  • Access Control for Siebel Self Service
  • About Data Privacy for Siebel Self Service
• Administering Navigation Links
  • Constructing Expressions
• Process of Administering Web Access
  • Activating the Workflow for Email Password Button
  • Registering Customers
  • Reassigning Passwords
• Configuring the Applets for Program Information
• Setting Up the Knowledge Base for Siebel Self Service
  • Setting Up FAQs for Siebel Self Service
    • Creating the Self Service Catalog
    • Setting Up FAQs
    • Notes About Setting Up FAQs
  • Setting Up Siebel eSmartScripts for Siebel Self Service
    • Notes About Siebel eSmartScripts
  • Setting Up Downloads, Documentation, and Product Literature
    • Types of Literature
    • Making Literature Available to Customers
• Process of Setting Up Office Locations
  • Importing Geocode Data
  • Creating Divisions for Office Locations
  • Creating Categories for Office Locations
  • Creating Office Locations
  • Linking Search Results to Map Services
• About Email Notifications
• Setting Up Information for Email
• Process of Administering Service Requests
  • Adding Updates to Service Requests
  • Creating Solutions
  • Associating Solutions with Service Requests
  • Associating Attachments with Service Requests
• Setting Up Service Request Entitlements
• Process of Setting Up Email Notifications
  • Setting Up Email Notification for Siebel Self Service
    • Adding Additional Contacts for Email Notification
  • Enabling Component Groups and Policies for Email Notifications
  • Designating Customers for Email Notifications
  • Changing Parameters for Generate Triggers Component
  • Starting the Task for Generate Triggers Component
  • Changing Parameters for Workflow Monitor Agent Component
  • Starting the Task for Workflow Monitor Agent Component
• Setting Up Asset Management
  • Setting Up Warranties
    • Creating Specific Warranties
    • Creating Default Warranties
  • Setting Up Product News
  • Setting Up Recommended Services
• Administering Customer Satisfaction Surveys

6 Using Siebel Self Service

• Using Siebel Self Service
• Managing User Profiles on the Siebel Self Service Web Site
  • Registering on the Siebel Self Service Web Site
  • Updating User Profiles
• Accessing the Siebel Self Service Web Site
  • Logging In to the Siebel Self Service Web Site
    • Logging Out of the Siebel Self Service Web Site
  • Obtaining a New Password
• Obtaining Program Information on the Siebel Self Service Web Site
  • Searching the Knowledge Database for Program Information
  • Reviewing Program Information
  • Reviewing News Articles
• Contacting the Web Site Host
  • Finding Office Locations of the Web Site Host
  • Sending Email to the Web Site Host
• Accessing Twitter on the Siebel Self Service Web Site
• Managing Service Requests on the Siebel Self Service Web Site
  • Submitting Service Requests
  • Adding Attachments to Service Requests
  • Adding Updates to Service Requests
  • Viewing Solutions for Service Requests

7 Using Embedded Interviews for Siebel Public Sector Self Service

• Using Embedded Interviews for Siebel Public Sector Self Service
• About DIV-Based Embedded Interviews for Siebel Public Sector Self Service
• Architecture for Embedded Interviews
  • Functional Flow for Embedded Interviews
  • Oracle Intelligent Advisor Actions Implemented in Siebel CRM
  • About the Physical Renderer
  • System Requirements
  • Reference to Intelligent Advisor Documentation
• Creating and Configuring Integration Maps for Embedded Interviews
  • Integration Mapping Parameters
  • Integration Mapping Parameters for Siebel Public Sector Self Service
• Creating and Configuring Inbound Web Services for Embedded Interviews
  • Creating and Configuring the Inbound Web Service for the Integration Framework
  • Creating and Configuring the Inbound Web Service for Siebel Public Sector Self Service
• Configuring Business Service Access for Embedded Interviews
• Configuring Manifest Data for Embedded Interviews
• Configuring Views and Responsibilities for Embedded Interviews
• Configuring Navigation Links for Embedded Interviews
• Repository Objects for the Oracle Intelligent Advisor Integration Framework
• Sample Repository Objects for Siebel Public Sector Self Service
• Workflows for Embedded Interviews for Siebel Public Sector Self Service
  • Go To OIA Interview View Workflow
  • OIA Get Checkpoint Workflow
  • OIA Load Workflow Process Workflow
  • OIA Set Checkpoint Workflow
  • OIA Submit Sub Process Workflow
  • OPA Get Meta Data Service For PUB Sample Intake Contact Workflow
  • OPA Metadata Service - CheckAlive Workflow
  • OPA Submit For PUB Sample Intake Contact Workflow
• Reverting to the Old Intelligent Advisor Integration Approach

8 Workflows for Siebel Self Service

• Workflows for Siebel Self Service
• Workflows for Registration
  • User Registration Initial Process Workflow
  • User Registration Process OUI Workflow
  • PUB Citizen User Registration Process Workflow
  • User Registration SubProcess OUI Workflow
  • User Registration Forgot Password (CX eService) Workflow
  • PUB Citizen User Registration Forgot Password Process Workflow
• Workflows for Intelligent Advisor Interview Sessions
  • OPA Interview Service Main Workflow
  • OPA Interview Service Sub Workflow
  • OPA Get PreSeed Data Workflow
  • OPA Process Submit Data Workflow
  • OPA End Interview Workflow
  • OPA Get Meta Data Service For PUB Sample Intake Contact Workflow
  • OPA Metadata Service - CheckAlive Workflow
• Workflows for Cases
  • PUB Citizen Create Case Activity Workflow
  • PUB Citizen Case Re-open Workflow

9 Siebel Self Service for Communications, Media, and Energy

• Siebel Self Service for Communications, Media, and Energy
• About Siebel Self Service for Communications, Media, and Energy
• Differences Between Siebel Self Service and Siebel Self Service for CME
  • Differences in the Customer Portal for CME
    • Support for Complex Account Management
    • Support for Complex Orders Including Products and Services
  • Differences in Personalization for CME

10 Siebel Self Service for Automotive

• Siebel Self Service for Automotive
• About Siebel Self Service for Automotive
• Differences Between Siebel Self Service and Siebel Self Service for Automotive
• Features in User Interface for Siebel Self Service for Automotive
  • Dealer Locator
  • Inventory Search for Vehicles
  • My Profile View
  • My Vehicles View
  • Preventive Maintenance
  • Visibility of Preventive Maintenance Actions to Customer
  • Vehicle Registration
  • Service Requests
  • Service History
  • Administering Siebel Self Service for Automotive
  • Activating Vehicle Registration Workflows
  • Sharing Preventive Maintenance Documents with Customers

11 Using Siebel Public Sector Self Service

• Using Siebel Public Sector Self Service
• About Siebel Public Sector Self Service
  • About National Identification Numbers
  • About Contacts in Siebel Public Sector
• Determining Benefits Eligibility on Siebel Public Sector Self Service
• Roadmap for Integrating Intelligent Advisor With Siebel Public Sector Self Service
  • Process of Preparing Intelligent Advisor Hub Integration
    • Activating the Appropriate Workflows
    • Setting the ClientBusinessService Application-Level User Property
    • Configuring the Inbound Web Service for Intelligent Advisor Metadata Web Service
    • Exposing the Siebel Metadata to Intelligent Advisor
    • Setting Up the Intelligent Advisor Hub Connection
  • Process of Integrating Intelligent Advisor in Siebel CRM
    • Configuring Intelligent Advisor Interview Service URL in Siebel CRM
    • Creating SSO Name Using the Interview Service URL
    • Configuring Parameters for Interview Sessions
    • Configuring Parameters for Resuming Interviews
  • Showing the Intelligent Advisor Interview in Siebel Public Sector Self Service
  • Control Types for Integrating Intelligent Advisor
  • Custom Properties for Control Types
    • Custom Properties for Labels
    • Custom Properties for Images
    • Custom Properties for Additional Controls
    • Custom Properties for Screens
    • Custom Properties for Entities
  • Manifest Files for View and Applet of OPA Interview Service
  • Create and Deploy the Sample Policy Models in Intelligent Advisor
• Managing Applications on Siebel Public Sector Self Service
  • Applying for Benefits
  • Resuming a Saved Interview
  • Resuming the Submission of Applications
  • Viewing the Status of Submitted Applications
  • Revising Rejected Applications
  • Adding Attachments to Applications
  • Cancelling Applications
  • Deleting Applications
• Managing Cases on Siebel Public Sector Self Service
  • Viewing Cases
  • Updating Cases
  • Requesting Appointments for Cases
  • Viewing the Status of Appointment Requests
  • Requesting Appeals for Cases
  • Viewing the Status of Appeal Requests

12 Business Services for Intelligent Advisor

• Business Services for Intelligent Advisor
• Intelligent Advisor Interview Framework Service
  • AddPropertiesToPropertySet Method
  • AddSoapHdrFilter Method
  • CacheSessionId Method
  • ChangePropertysetType Method
  • Clearflags Method
  • ConvertSiebelIntObjToStartInterviewReqIntObj Method
  • ErrorHandling Method
  • Get Action Method
  • GetAdminMappingInfo Method
  • GetAdminMappingInfoAndCache Method
  • GetCachedIO Method
  • GetPropertySet Method
  • HasRequestSent Method
  • InvokeWorkflow Method
  • PopulateOutPutProperties Method
  • Prepare Request Method
  • PrepareRequestAfterSubmit Method
  • PrepareRequestGetInputData Method
  • PrepareRequestGetSeedData Method
  • PrepareRequestInvestigateWithPrevScreen Method
  • PrepareRequestStartInterview Method
  • ProcessResponse Method
  • SetErrors Method
  • SetSearchSpecToSiebelMsg Method
  • ShowErrors Method
• PUB OPA Utilities Service
  • UpsertRecord Method
• Metadata Filter Service
  • Request Filter Method
  • Response Filter Method