Contents

• Title and Copyright Information
• Preface

1 What's New in This Release

• What’s New in Siebel Public Sector Guide, Siebel CRM 22.4 Update
• Additional Information About Terminology

2 Overview of Siebel Public Sector

• Overview of Siebel Public Sector
• About Siebel Public Sector
• Key Features of Siebel Public Sector
• Reports and Analytics for Siebel Public Sector
• Accessibility and Siebel Public Sector
• Portals for Siebel Public Sector
• Assignment Manager and Siebel Public Sector

3 Administering Siebel Public Sector

• Administering Siebel Public Sector
• Administrative Tasks for Siebel Public Sector
• About Serialization Rules
  • Parent and Child Serialization Rules
  • Serialization Rule Attribute Types
  • About Editing the Default Serialization Rules
  • Guidelines for Serializing Additional Parent Business Objects
• About Approval Templates and Routing
• About Location Tracking
• Roadmap for Administering Siebel Public Sector
• Adding Images to the Siebel Public Sector Home Page
• Activating Siebel Public Sector Workflows
• Adding New Serialization Rules
  • Viewing Serialization Configuration in Siebel Tools
  • Creating Serialization Rule Records
  • Example 1 of Configuring Serialization
    • Configuring Incident Serialization in Siebel Tools
    • Adding an Incident Serialization Rule
  • Example 2 of Configuring Serialization
    • Configuring Incident Attachment Serialization in Siebel Tools
    • Adding an Incident Attachment Serialization Rule
• Disabling Automatic Serialization
  • Adding Serial Number Buttons to the User Interface
    • Checking Configuration on PUB Lead Business component
    • Creating and Configuring New Serialization Applet
    • Defining Business User Properties
  • Disabling Serial Number Buttons
• Process of Setting Up Approval Templates
  • Creating Approval Templates for Investigative Cases
  • Creating Approval Templates for Leads
  • Creating Approval Templates for Benefits Cases
  • Creating Approval Templates for Incidents
• Defining Locations
  • Associating Existing Addresses with Locations
• Process of Configuring Time Management
  • Configuring Constraints for Time Entry
  • Configuring Time Entry Views
  • Configuring User Approval Limits for Time Sheets
• Process of Configuring Embedded Analytics
  • Configuring the Host for Analytics Server
  • Configuring Symbolic URLs
  • Creating a Profile for Analytics Data Source
  • Adding Analytics Data Source to Component Definition
  • Adding Profile Parameters to Siebel Configuration File

4 Managing All Cases

• Managing All Cases
• About Case Management
  • Cases Home Page
  • Case Records Management
  • Development of Case Tasks Using iHelp
  • Case Activity Plans
  • Case Relationships
  • Case Audits
• About Tax Case Management
  • Tax Case Documents
  • Tax Case Assessments
  • Tax Case Correspondence
• Scenarios for Tax Case Management
  • Managing Tax Inquiries
  • Escalating Tax Cases
  • Auditing Tax Cases
  • Appealing Tax Cases
• Roadmap for Managing Cases
• Creating Case Records
• Process of Developing Cases
  • Adding Details to Case Records
  • Using Assignment Manager to Manually Assign Organizations to Cases
  • Adding Attachments to Cases
  • Adding Notes to Cases
  • Adding Literature to Cases
  • Adding Accounts to Cases
  • Adding Contact Information to Cases
  • Adding Addresses to Cases
• Managing Activities for Cases
  • Adding Activities to Cases
  • Associating Activity Plans with Cases
  • Accepting or Rejecting Appointment Activities for Cases
• Managing Court Information for Cases
• Arranging Case Meetings
• Copying Cases
• Process of Managing Case Approvals
  • Reviewing Approvers for Cases
  • Submitting Cases for Approval
  • Approving Cases in the Inbox
• Viewing Cases by Status
  • Viewing the Number of Cases by Status
• Closing and Reopening Cases
• Process of Managing Case Time
  • Setting Up Proxies for Time Assignments
  • Assigning Time to Cases Using Time Sheets
  • Assigning Time to Cases Using Calendars
  • Assigning Time to Cases Using Time Tracker
  • Assigning Time to Cases Using Bulk Entry
  • Running Time Reports for Cases
• Process of Managing Approval for Time Sheets
  • Submitting Time Sheets for Approval
  • Approving Time Sheets
  • Processing Approved Time Sheets
  • Viewing the Approval History for Time Sheets

5 Administering Benefits Cases

• Administering Benefits Cases
• About Controls for Benefit Data
  • Categories for Status Field Values
  • Operation Controls for Benefit Data
  • Button Controls for Benefit Data
  • Transition Controls of Status Field Values for Benefit Data
• About Associating Nonbenefits Cases with Master Cases
  • Automatically Created Cases
  • Manually Created Cases
• Roadmap for Administering Benefits Cases
• Process of Configuring Applications
  • Configuring Citizen Access to Cases for Applications
  • Setting Up a Siebel Audit Trail for Submitted Applications
  • Configuring Contact Matching
  • Setting Up Verification Templates
• Process of Configuring Benefits for Cases
  • Setting Up Benefits Programs
  • Setting Up Benefits for Service Plans
  • Configuring the Eligibility Button and Screening Button
• Associating Manually Created Cases with Master Cases
• Enabling Effective Dating
• Implementing Effective Date Tracking
• Process of Setting Up Effective Dating for Additional Business Components
  • Setting Up Effective Dating for Fields
    • Creating and Updating the Tables for Effective Dating Fields
    • Creating and Updating the Business Components for Effective Dating Fields
    • Configuring the Dialog Box for the Effective Date Button
  • Setting Up the View of Field History
    • Creating the Applet for Field History
    • Creating and Positioning the View of Field History
    • Registering the View of Field History in Siebel Public Sector
  • Setting Up Effective Dating for Records with One-to-Many Links
    • Creating and Updating the Tables for One-to-Many Effective Dating Records
    • Creating and Updating the Business Components for One-to-Many Effective Dating Records
    • Configuring the Dialog Box for the Link History Button for One-to-Many Records
    • Configuring the Link History Button and Inactive Field in the User Interface for One-to-Many Records
    • Configuring the Menu Items in the User Interface for One-to-Many Records
  • Setting Up Effective Dating for Records with Many-to-Many Links
    • Creating and Updating the Tables for Many-to-Many Effective Dating Records
    • Creating and Updating the Business Components for Many-to-Many Effective Dating Records
    • Configuring the Dialog Box for the Link History Button for Many-to-Many Records
    • Configuring the Link History Button and Inactive Field in the User Interface for Many-to-Many Records
    • Configuring the Menu Items in the User Interface for Many-to-Many Records
• Process of Configuring Appeal Cases
  • Configuring Case Categories for Appeal Cases
  • Setting Up Format in Snapshot Files for Appeal Cases
    • Setting Up Format for BIP Reports
  • Changing Fields in Snapshot Files for Appeal Cases
  • Configuring Snapshot Files for Appeal Cases
• Setting Up Quality Assurance Templates

6 Managing Benefits Cases

• Managing Benefits Cases
• Scenarios for Benefits Case Management
  • Managing Intake
  • Updating Data
  • Assigning Cases
  • Assigning Assessment Activities
  • Determining Benefits Eligibility
  • Appealing Cases
  • Reviewing Cases for Quality Assurance
• About Implementing Automatic Benefits Assignment
• About the Sample Policy Model
  • Extracting the Policy Model Project
• About Integrating Siebel Public Sector with Accounts Payable
• About Working with Service Providers
• About Effective Dating for Field Values and Records
  • Effective Dating for Field Values
  • Status Fields of Field Values for Effective Dating
  • Effective Dating for Records
  • Status Fields of Records for Effective Dating
  • Future Dating
• About Appeal Cases
• Roadmap for Managing Benefits Cases
• Process of Managing Applications
  • Reviewing Submitted Applications
  • Finding Matching Contact Records
  • Uploading Applications
    • About Application Upload
  • Viewing Cases for Applications
  • Verifying Application Information
  • Adding Attachments to Applications
• Viewing Master Cases
• Disassociating Cases from a Master Case
• Updating Benefits Cases
• Updating Contact Records
• Using Templates to Assess Benefits
• Process of Managing Benefits for Cases
  • Screening Cases for Benefits Eligibility
  • Automatically Assigning Benefits to Cases
  • Reviewing Details for Benefits Determination
  • Manually Assigning Benefits to Cases
  • Setting Up Payment Profiles
  • Processing Benefit Payments
  • Viewing Payments for Benefits Cases
  • Checking for Necessary Benefits Reassignments
  • Reassigning Benefits to Cases
  • Viewing the Benefit History for Benefits Cases
• Creating Orders for Benefits Cases
• Process of Managing Service Plans for Cases
  • Creating Service Plans for Cases
  • Assigning Benefits to Service Plans
• Changing Data in Effective Dating Fields
  • Changing Values in Effective Dating Fields
  • Deleting Values in Effective Dating Fields
  • Verifying Changes to Effective Dating Fields
  • Designating Deletion Authority for Approved Entries for Field Values
  • Viewing the History for Values in Effective Dating Fields
• Changing Data in Effective Dating Records
  • Adding Effective Dating Records
  • Deactivating Effective Dating Records
    • Deactivating Effective Dating Records for Disabled Status Fields
    • Deactivating Effective Dating Records for Enabled Status Fields
  • Verifying Changes to Effective Dating Records
  • Designating Deletion Authority for Approved Entries for Records
  • Viewing the History for Effective Dating Records
• Process of Managing Appeal Cases
  • Accepting or Rejecting Appeal Requests
  • Creating Appeal Cases
  • Developing Appeal Cases
  • Completing Appeal Cases
• Performing Quality Assurance Reviews

7 Managing Investigative Cases

• Managing Investigative Cases
• Scenarios for Investigative Case Management
  • Managing Incidents and Cases
  • Managing Child-Welfare Incidents
  • Managing Suspects and Groups
• About Tracking Evidence for Cases
• About Generating New Serial Numbers
• Process of Administering Investigative Cases
  • Configuring Thresholds for Risk Assessments
  • Eliminating Approval Requirement for Incident Escalations
• Roadmap for Managing Investigative Cases
• Process of Managing Incident Reports
  • Creating Incident Records
  • Adding Details to Incident Records
  • Adding Offense, Allegation, and Arrest Information to Incidents
    • Adding Offense Information to Incidents
    • Adding Allegation Information to Incidents
    • Adding Offender Information to Incidents
    • Adding Victim Information to Incidents
    • Adding Arrest Information to Incidents
  • Adding Circumstantial Information to Incidents
  • Adding Subject Information to Incidents
  • Adding Account Information to Incidents
  • Reviewing Approvers for Incidents
  • Submitting Incidents for Approval
  • Escalating Incidents to Cases for Investigation
  • Assessing Child-Welfare Incidents
• Process of Managing Incident Time
  • Assigning Time to Incidents Using Time Sheets
  • Assigning Time to Incidents Using Calendars
  • Assigning Time to Incidents Using Time Tracker
  • Assigning Time to Incidents Using Bulk Entry
  • Running Time Reports for Incidents
• Process of Managing Lead Information
  • Creating Lead Records
  • Adding Details to Lead Records
  • Generating New Serial Numbers for Leads
  • Generating New Serial Numbers for Subleads
  • Copying Leads
  • Reviewing Approvers for Leads
  • Submitting Leads for Approval
• Process of Managing Evidence Items
  • Creating Evidence Records
  • Adding Details to Evidence Records
  • Copying Evidence
  • Creating Evidence Items from Assets
• Process of Managing Profiles for Group Suspects
  • Creating Profiles for Group Suspects
  • Adding Details to Suspect Records
• Process of Managing Profiles for Groups
  • Creating Profiles for Groups
  • Adding Details to Group Records

8 Managing Health Threats and Responses

• Managing Health Threats and Responses
• Scenarios for Health Threat Management
  • Managing Disease Records
  • Managing a Disease Knowledge Base
• Process of Managing Public Health Cases
• Creating Disease Records
• Adding Details to Disease Records
• Managing Disease Response Inventory
  • Managing Medical Inventory Transactions
• Managing Calls for Suspected Health Threats
• Searching for Information About Health Topics
• Creating and Modifying Health Topic Content

9 Managing Immigration Contacts

• Managing Immigration Contacts
• Scenarios for Immigration Contact Management
  • Managing Arrivals
  • Managing Stays
  • Creating Cases
  • Updating and Matching Citizenship Identities
• About Visitor Stay Workflows
• Process of Administering Immigration Contacts
• Configuring the Immigration Contacts Screen
  • Adding Views from the Contacts Screen
• Administering Identity Records for Contacts
  • Deleting Immigration Contact Records
• Administering Credential Records
• Administering Visitor Stay Records
• Process of Managing Immigration Contacts
• Creating Identity Records for Contacts
• Adding Details to Immigration Contact Records
• Documenting Immigration Contact Credentials
• Documenting Identity History
• Creating Visitor Stay Records

10 Responsibilities and Views

• Responsibilities and Views
• About Responsibilities and Views
• PS Benefits Case Management
• PS Incident Management
• PS Investigative Case Management
• PS Threat and Response Management

11 Public Sector Workflows

• Public Sector Workflows
• Workflows for Applications
  • PUB OPA Create Session Workflow
  • Policy Automation Save Session IO Post Workflow
  • PUB OPA Intake Workflow
  • PUB Application Upload Workflow
  • PUB Application Upload Workflow for Oracle Intelligent Advisor
• Workflows for All Cases
  • PUB HLS Create Case Workflow
  • PUB Create Case From Incident Workflow
  • PUB Create Case From SR Workflow
  • PUB HLS Display Error Workflow
  • PUB HLS Go To View Workflow
  • PUB GOV Case Re-open (Self Service) Workflow
• Workflows for Benefits Cases
  • PUB Eligibility Determination Workflow Main For Oracle Intelligent Advisor
  • PUB Screening Determination Workflow Main For Oracle Ingelligent Advisor
  • OPA Answer Service Workflow
  • SWI Send Payment Instructions Workflow
  • PUB Scan This Case for Info Changed Workflow
  • PUB Flag Related Cases Batch Mode Process Workflow
  • PUB Attach Case Snapshot Workflow
  • PUB Archive Process Workflow
  • PUB Create Evidence From Asset Workflow
• Workflows for Approvals
  • PS Object Approval Main Process Workflow
  • Update Time Sheet Status Workflow
• Workflows for Immigration
  • PUB Immigration Credential Expiry Workflow
  • PUB Immigration Overdue Days No Visa Workflow
  • PUB Immigration Overdue Days Workflow