Identifying Business Process Actions

This task is a step in Process of Analyzing Business Requirements.

A business process includes actions that your organization must perform to meet business requirements. Siebel CRM provides a number of predefined actions. The following are some example predefined actions:

• Notifications. Send an email, page, or fax.

• Siebel Operations. Insert or update information in the Siebel database.

• Integration Messages. Request to send or receive data from an external system.

• Assignment. Use Assignment Manager to assign an object to someone.

• Navigation. Navigate a user to a specific view through a user interact step or a call.

• Server Request. Use the Siebel Server Request Broker to run a server process.

Siebel CRM calls a business service method to start each of these actions. This situation is true except for a Siebel operation. You can use these actions in a variety of settings and technical configurations. For example, you might identify a specialized action that calls a Workflow Process, such as calculate credit risk. You can define a custom business service to use a specialized action. A Workflow Process can call a predefined business service or a custom business service. For more information, see Example Workflow Processes That Call a Business Service and Integration Platform Technologies: Siebel Enterprise Application Integration.

To identify the business process actions

• Map the requirements you identified in Gathering Information for Planning a Workflow Process to potential predefined Siebel actions.