Siebel CRM On Demand Administration Essentials. Student Guide

Transcription

1 Siebel CRM On Demand Administration Essentials Student Guide D44896GC21 Edition 2.1 November 2007

2 Authors Cheryl Dajczak Ruth Kale-Fok Anne Romano Technical Contributors and Reviewers Fred Hebert Gary King Mike Lairson Binh Le Editor Daniel Milne Publisher Joseph Fernandez Copyright 2007, Oracle. All rights reserved. Disclaimer This document contains proprietary information and is protected by copyright and other intellectual property laws. You may copy and print this document solely for your own use in an Oracle training course. The document may not be modified or altered in any way. Except where your use constitutes "fair use" under copyright law, you may not use, share, download, upload, copy, print, display, perform, reproduce, publish, license, post, transmit, or distribute this document in whole or in part without the express authorization of Oracle. The information contained in this document is subject to change without notice. If you find any problems in the document, please report them in writing to: Oracle University, 500 Oracle Parkway, Redwood Shores, California USA. This document is not warranted to be error-free. Restricted Rights Notice If this documentation is delivered to the United States Government or anyone using the documentation on behalf of the United States Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS The U.S. Government s rights to use, modify, reproduce, release, perform, display, or disclose these training materials are restricted by the terms of the applicable Oracle license agreement and/or the applicable U.S. Government contract. Trademark Notice Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

3 Contents I Course Introduction Lesson Agenda I-2 Live Web Class I-3 Chat I-4 Survey or Poll Questions I-6 Instructor and Class Participants I-7 Public Chat I-8 Logistics I-9 Course Audience I-10 Course Prerequisites I-11 Course Goal I-12 Course Methodology I-13 Course Materials I-14 Course Agenda I-15 Summary I-19 1 Introduction to the Company Administrator Role Lesson Objectives 1-2 Siebel CRM On Demand Implementations 1-3 Administrator Responsibilities 1-4 Activate Global Company Settings 1-5 Set Up and Maintain Users 1-6 Customize the Application 1-7 Create Automatic Assignment Rules 1-8 Import Data 1-9 Ongoing Tasks and Maintenance 1-10 Administrator Resources 1-11 Administrator Homepage 1-12 Demonstration 1-13 Tips for Success 1-14 Summary 1-15 Lab Company Administration Lesson Objectives 2-2 Company Administration Tasks 2-3 Verify and Update Profile 2-4 iii

4 Company Profile 2-5 Demonstration 2-6 Verify Key Information 2-7 Verify the Primary Contact 2-8 Verify the Default Settings 2-9 Default Settings: Language 2-10 Default Settings: Locale 2-11 Default Settings: Currency 2-12 Default Settings: Time Zone 2-13 Default Settings: Global Search Method 2-14 Default Settings: Fiscal Year Begins 2-15 Default Settings: Product Probability 2-16 Default Settings: Inline Edit Enabled 2-17 Default Settings: Message Center Enabled 2-18 Default Settings: Max # of Auditable Fields 2-19 Individual User Default Settings 2-20 Set Password Controls 2-21 Define Company Password Policies 2-22 Set Password Controls and Authentication Settings 2-23 Demonstration 2-25 Set IP Address Restrictions 2-26 Survey 2-27 Activate Company Languages 2-28 Activate Languages to Support Employees 2-29 Company Languages Control 2-30 User Default Language 2-31 Activate Currencies to Support Employees 2-32 Set Up Currencies 2-33 Activating Currencies 2-34 Defining Exchange Rates 2-36 Exchange Rate Rules 2-37 Demonstration 2-38 Communicate and Monitor 2-39 Communicate with Alerts 2-40 Demonstration 2-41 Create a Company Alert 2-42 Add Attachments to an Alert 2-43 Monitor User Sign-In Activity 2-44 Monitor User Resource Usage 2-45 Tips for Success 2-46 Summary 2-47 Lab 2-48 iv

5 3 Visibility and Access Control Lesson Objectives 3-2 Record Type Access 3-3 Access Levels 3-4 Visibility 3-7 Visibility and Access Control Options 3-8 Public Chat 3-9 Visibility and Access Control Options 3-10 Role Control Mechanisms 3-11 User Role Assignment 3-16 Demonstration 3-17 Role Assignment 3-18 Role Assignment: Determine Needs 3-19 Examine Job Functions and Tasks 3-20 Determine Access 3-21 Document Requirements 3-22 Role Assignment: Plan Record Access 3-23 Record Type Access 3-24 Access Profiles 3-25 Associating Access Profiles to Roles 3-26 Public Chat 3-27 Owner Access 3-28 Default Access 3-29 Role Assignment: Plan Privileges 3-30 Privileges 3-31 Role Assignment: Plan Tab Access 3-32 Plan Tab Access 3-33 Evaluation # Evaluation # Evaluation # User Setup 3-37 Tips for Success 3-38 Summary 3-39 Lab Manager Visibility Lesson Objectives 4-2 Visibility and Access Control Options 4-3 Manager Visibility 4-4 What Does Manager Visibility Do? 4-5 How Is Manager Visibility Enabled? 4-6 v

6 Sales Team Reports to Joan Williams 4-7 Service Team Reports to Cheryl Smith 4-8 Cheryl Smith Reports to Michael Wright 4-9 Management Reports to Ethan Phillips 4-10 Role Assignment and Manager Visibility 4-11 Manager Visibility Controls Access 4-13 Team-Focused Visibility 4-14 Regional Manager Role 4-15 Demonstration 4-16 Evaluation 4-17 Summary Team Sharing and Group Assignment Lesson Objectives 5-2 Visibility and Access Control Options 5-3 Team-Record Sharing 5-4 Account, Contact, and Opportunity Teams 5-5 Demonstration 5-6 Group Assignment 5-7 What Does Group Assignment Do? 5-8 How Is Group Assignment Enabled? 5-9 Delegated Users 5-10 Other Access Control: Delegated Users 5-11 Tips for Success 5-12 Summary Role Setup Lesson Objectives 6-2 User and Role Setup Tasks 6-3 Role Setup: Edit or Create Access Profiles 6-4 Access Profiles 6-5 Access Profile Step Access Profile Step Related Information Access Levels 6-8 Demonstration 6-11 Role Setup: Edit or Create Roles 6-12 Make the Roles Fit Your Users Needs 6-13 Assign a Role to a User 6-14 Editing, Copying, and Creating Roles 6-15 Demonstration 6-16 Role Management Wizard Step vi

7 Role Management Wizard Step Role Management Wizard Step Role Management Wizard Step Role Management Wizard Step Role Management Wizard Step Role Management Wizard Step Role Management Wizard Step Discussion 6-25 Tips for Success 6-26 Summary 6-27 Lab User Setup Lesson Objectives 7-2 User and Role Setup Tasks 7-3 User Setup: Create User Profiles 7-4 Check User Licenses 7-5 Enter User Details 7-6 Poll 7-7 Enter User Details: New User Button 7-8 Enter User Details: Quick Add Button 7-9 Demonstration 7-10 Enter User Details: User Import 7-11 User Setup: Maintain Users 7-12 Sales Quotas 7-13 To Set Up a Quota 7-14 Demonstration 7-15 Update User Details 7-16 Tips for Success 7-17 Summary 7-18 Lab Book of Business Lesson Objectives 8-2 Visibility and Access Control Options 8-3 Books of Business 8-4 What Is Book of Business? 8-5 Book of Business Example: Territories and Products 8-6 Book of Business Example: Territories and Products 8-7 Book of Business with Other Access Features 8-8 Book of Business Setup 8-9 vii

8 Book of Business Hierarchy 8-11 Plan the Book of Business Hierarchy 8-12 Create a Book of Business Hierarchy 8-13 Demonstration 8-14 Book of Business Setup 8-15 Updating Access Profiles 8-16 Associating Users with Books 8-17 User Delegation 8-18 Demonstration 8-19 Book of Business Setup 8-20 Look In Selector 8-21 Displaying the Look In Selector 8-22 Using the Look In Selector 8-23 Demonstration 8-24 Book of Business Setup 8-25 Associating Records with Books 8-26 Batch Assign a List of Records 8-27 Use Workflow to Assign Records 8-29 Demonstration 8-30 Tips for Success 8-31 Summary 8-32 Lab Customizing Fields Lesson Objectives 9-2 Poll 9-3 Customizations 9-4 Customize Siebel CRM On Demand 9-5 Prepare for Customizing CRM On Demand 9-6 Custom Field Setup Template 9-7 Document Required Customizations 9-8 Demonstration 9-9 Public Chat 9-10 Customize Fields 9-11 Field Administration 9-12 Rename Existing Fields 9-13 Indexed Fields 9-14 Add New Custom Fields 9-15 Field Types 9-16 Adding Custom Picklist Values 9-17 Modifying Picklist Values 9-18 viii

9 Linking Picklists 9-19 Add Custom Multi-Select Picklists 9-20 Public Chat 9-21 Web Link Fields 9-22 Configuring Web Links 9-23 Characteristics of Custom Fields 9-24 Demonstration 9-25 Customize Field Defaults 9-26 Set Default Value 9-27 Default Value Expressions 9-28 Expression Builder 9-29 Post Default and Validation 9-30 Demonstration 9-31 Other Changes 9-32 Changing Record Type Names and Icons 9-33 Demonstration 9-34 Customizing Lead Conversion 9-35 Lead Conversion Mapping 9-36 Demonstration 9-37 Tips for Success 9-38 Summary 9-39 Lab Customizing Page Layouts Lesson Objectives 10-2 Poll 10-3 Customize Siebel CRM On Demand 10-4 Prepare for Customizing CRM On Demand 10-5 Document Required Customizations 10-6 Custom Page Layout Template 10-7 Homepage Layout Template 10-8 Search Layout Template 10-9 Example: Customizing the Page Layout Demonstration Public Chat Customize Fields Administering Page Layouts Page Layout Wizard Demonstration Step 1: Specify the Layout Name and Role Step 2: Specify Field Attributes ix

10 Step 3: Specify Field Placement on the Page Specifying Field Placement Step 4: Set Display Order for Linked Records Renaming Page Sections Dynamic Page Layouts Creating Dynamic Layouts Demonstration Creating Dynamic Layouts: Step Creating Dynamic Layouts: Step Customize Page Layouts Activating Layouts for a Role Demonstration Other Changes Creating Search Layouts Demonstration Creating Search Layouts: Step Creating Search Layouts: Step Creating Search Layouts: Step Activate Search Layouts for Roles Creating Homepage Layouts Demonstration Creating Homepage Layouts: Step Creating Homepage Layouts: Step Activate Homepage Layouts for Roles List Access and Order Customize Audit Trails Tips for Success Summary Lab Extending the Application Lesson Objectives 11-2 Poll 11-3 Customizations 11-4 Extend Siebel CRM On Demand 11-5 Web Applets 11-6 Custom Web Applets 11-7 Configuring Web Applets: Record Type Web Applets 11-8 Configuring Web Applets: Global Web Applets 11-9 Demonstration Public Chat x

11 Web Tabs Custom Web Tabs Configuring Web Tabs Demonstration Custom Objects Custom Objects (Record Types) Setting Up Custom Objects Custom Object Fields Specialized Custom Object Fields Demonstration Tips for Success Summary Lab Product Administration Lesson Objectives 12-2 Products 12-3 Assets 12-4 Poll 12-5 Managing Content 12-6 Set Up Product Categories 12-7 Organize Product Categories 12-8 Create Product Categories 12-9 Product Hierarchies Product Categories Create Product Lists Compile Company Product Information Create a Product List Considerations for Products Demonstration Customize Product Pages Product Attributes Customizing Product-Related Pages Administering Products and Assets Demonstration Customizing Product Administration Fields Customizing Product and Asset Pages Customizing Product and Asset Layouts Tips for Success Summary Lab xi

12 13 Forecast Administration Lesson Objectives 13-2 Forecast Administration 13-3 Prepare 13-5 Forecast Types 13-6 Opportunity Revenue Forecasting 13-7 Product Revenue Forecasting 13-8 Recurring Revenue 13-9 Significance of Start/Close Date How to Decide Poll Product Revenue Forecasting: Page Layout Opportunity Revenue Forecasting: Page Layout Verify User Roles and Reporting Structure Set Up Forecast Forecast Schedule Forecast Administration Set Up Forecast Demonstration Forecast Definition Wizard Forecast Participants Update and Maintain Forecast Updating and Maintaining Forecasts Changing Forecast Settings Refreshing Forecast Participant List Administering Submitted Forecasts Public Chat Tips for Success Summary Lab Creating Assignment Rules Lesson Objectives 14-2 Business Process Automation 14-3 Assignment Rule Process 14-4 Assignment Rules Administration 14-5 Prepare 14-6 Public Chat 14-7 Compiling Assignment Rules 14-8 Rule Groups and Rules 14-9 Rule Criteria xii

13 How Rules Are Evaluated Documenting Rule Criteria: Rule Name Documenting Rule Criteria: Field Documenting Rule Criteria: Value Documenting Rule Criteria: Condition Rule Criteria Guidelines Rule Criteria: Condition Multiple Rule Criteria Record Assignment Template Demonstration Set Up Rule Groups Assignment Rules Administration Assignment Rule Groups Create Rules and Criteria Demonstration Creating Rules Within Rule Groups Name the Assignment Rule Add Rule Criteria Identify Account Teams and Territories Territory Management Territories and Account Teams Territory Details Assign Territories Demonstration Evaluation Automatically Create an Account or Opportunity Team Account Rule Options Evaluation Test and Activate Rules Rule Group Activation Test Assignment Rules Tips for Success Summary Lab Customizing the Sales Methodology Lesson Objectives 15-2 Sales Methodology 15-3 Sales Pipeline 15-4 Default Pipeline Sales Stages 15-5 Probability Percentage 15-6 xiii

14 Estimating Probabilities 15-7 Expected Revenue Calculation 15-8 Public Chat 15-9 Pipeline Analyses Forecasts Sales Methodology Administration Define the Sales Methodology Defining Your Sales Methodology Create Sales Categories Modifying Sales Processes Demonstration Modifying Sales Stages Add New Sales Stages Linking Processes to Opportunity Types Linking Processes to Sales Roles Define Additional Fields Additional Required Fields Example: Sales Stage Required Fields Create Sales Process Coach Steps Sales Rep: Sales Process Coach Administration: Process Coach Steps Demonstration Create Automated Tasks Sales Rep: Automated Tasks Administration: Automated Tasks Add Useful Related Resources Adding Useful Resources Create Assessments Scripts Tips for Success Summary Labs Workflow Lesson Objectives 16-2 Workflow 16-3 What Is Workflow? 16-5 Workflow Parts 16-6 Workflow Actions 16-7 Siebel Query Language 16-8 Public Chat 16-9 Workflow xiv

15 Create Workflow Rule Supported Record Types Triggering Workflow Events Workflow Condition Demonstration Workflow Create Workflow Actions Create Notification Action New Task Action Assign Book Action Update Values Action Reordering Actions Demonstration Workflow Testing the Workflow Demonstration Tips for Success Summary Lab Introduction to Reports and Analyses Lesson Objectives 17-2 Creating a New Analysis 17-3 Public Chat 17-5 Business Challenge 17-6 Business Solution 17-7 Homepage Analyses 17-8 Prebuilt Analysis Library 17-9 Dashboards Demonstration Siebel CRM On Demand Answers Creating a New Analysis Report Access and Visibility to Records Set Report Privileges Hiding Prebuilt Reports Demonstration Saving Prebuilt Reports in Folders Creating Report Folders in Answers Create New Folders Restrict Access to Folders Demonstration xv

16 Access the Saved Analysis Creating a New Analysis Visibility to Records in Reports and Analyses Demonstration Creating a New Analysis Homepage Analyses Locate the Report Path Report Properties and Location Add Homepage Analysis to Layout Demonstration Tips for Success Summary Lab Integration Solutions Overview Lesson Objectives 18-2 Need for Application Integration 18-3 User Requirements 18-4 Public Chat 18-5 On Demand Integration Solutions 18-6 Siebel PIM Sync On Demand 18-7 Siebel PIM Sync Example (Outlook) 18-8 Siebel PIM Sync On Demand 18-9 Account Associations for Contacts Demonstration PIM Sync Installation Considerations Siebel Integration On Demand Demonstration Integration: Attach Attaching to Records OEI Installation Considerations Siebel Offline On Demand Records That You Can Use Offline (Download/Upload) Demonstration Offline Installation Considerations Evaluation # Evaluation # Evaluation # Siebel Web Services On Demand Siebel Web Services Architecture Siebel Web Services Benefits xvi

17 Siebel Web Services Examples Siebel Web Services Considerations Demonstration Public Chat Summary Ongoing Administration Lesson Objectives 19-2 Public Chat 19-3 Ongoing Tasks and Maintenance 19-4 Tasks That Might Impact Other Areas 19-5 Creating New User Profiles 19-6 Updating User Details 19-7 Inactivated Users 19-9 Public Chat Reassigning Group-Owned Records Creating or Updating Roles Updating Forecasts Activating New Features Managing Records Deleting Batches of Records Batch Delete Queue Exporting Lists Mass Updating Records Merging Records Demonstration Managing Attachments Exporting Records Accessing Exported Records Demonstration Tips for Success Summary Wrap-Up Administrator Resources 20-2 Training and Support Center 20-3 Course Overview 20-4 Thank You 20-5 xvii

18 xviii