Siebel 8.1 Loyalty Student Guide

Transcription

1 Siebel 8.1 Loyalty Student Guide D53914GC10 Edition 1.0 January 2009 D58073

2 Copyright 2009, 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 Siebel 8.1 Loyalty: Course Introduction Lesson Agenda i-2 Instructor and Class Participants i-3 Training Site Information i-4 Course Audience i-5 Course Prerequisites i-6 Course Goal i-7 Course Objectives i-8 Course Methodology i-9 Course Materials i-10 Course Agenda i-11 Siebel Documentation i-13 Summary i-14 1 Introducing Siebel Loyalty Objectives 1-2 Challenges of Loyalty Programs 1-3 Solution: Siebel Loyalty 1-4 Basic Siebel Loyalty Concepts 1-5 Loyalty Points 1-6 Tiers 1-7 Accruals and Redemptions 1-8 Loyalty Promotions 1-9 Key Siebel Loyalty Entities 1-10 Loyalty Program 1-11 Promotion 1-12 Transaction 1-13 Partner 1-14 Loyalty Member 1-15 Product 1-16 Siebel Loyalty Applications 1-17 Siebel Loyalty 1-18 Siebel Loyalty Partner Portal 1-19 Siebel eloyalty 1-20 Lesson Highlights 1-21 Practice 1 Overview: Exploring Siebel Loyalty 1-22 iii

4 2 Creating Loyalty Programs and Points Objectives 2-2 A Loyalty Program 2-3 Creating a Loyalty Program 2-4 Roadmap for Creating a Loyalty Program 2-5 Creating a Loyalty Program Record 2-6 Setting Loyalty Program Detail 2-7 Loyalty Program Point Types 2-8 Qualifying and Non-Qualifying Points 2-9 Loyalty Points Example: Sirius Air Rewards 2-10 Defining Point Types 2-11 Point Blocks 2-12 Creating Point Blocks 2-13 Lesson Highlights 2-14 Practice 2 Overview: Creating Loyalty Programs: Points and Tiers Creating Loyalty Promotions Objectives 3-2 Siebel Loyalty Promotions 3-3 Types of Promotions 3-4 Components of a Promotion 3-5 Promotion Rules 3-6 Promotion Criteria 3-7 Attributes 3-8 Promotion Actions 3-9 Other Entities Used In Promotions 3-10 Promotion Rule Logic 3-11 Designing Promotion Rules 3-12 Promotion Example 3-13 Creating a Promotion Define Program-Level Attributes Create a Promotion Record Create Promotion-Level Attributes Create Promotion Rules Create Rule Criteria Create Rule Actions Specify Additional Promotion Data Activate the Promotion 3-26 Loyalty Promotion Builder 3-27 Testing Promotions 3-28 Lesson Highlights 3-30 Practice 3 Overview: Creating Loyalty Promotions 3-31 iv

5 4 Administering Loyalty Partners Objectives 4-2 Loyalty Partners 4-3 Siebel Loyalty Partner Portal Overview 4-4 Setting Up Siebel Loyalty Partners Create a Loyalty Partner Record Create a Loyalty Partner Record: Manual Entry Set Up Partner Access Control Set Up Partner Access Control: Master Data Add Partner Users Enter a Partner Profile Define Partner Loyalty Terms Create Loyalty Partner Product Offerings: Accrual Templates Create Loyalty Partner Product Offerings Set Up a Unified Point Type for Partner Sell Point Blocks to Partners 4-16 Scenario: Siebel Loyalty Partner Portal 4-17 Scenario: Partner User Logs In to Siebel Loyalty Partner Portal 4-18 Scenario: Enrolling a New Member 4-19 Scenario: Creating a Transaction 4-20 Scenario: Submitting a Service Request to the Host Company 4-21 Scenario: Correcting Rejected Transactions 4-22 Loyalty Partner Administrative Tasks 4-23 Creating Joint Promotions 4-24 Creating Joint Promotions: Example 4-25 Administering Partner Fees and Points 4-26 Generating Partner Statements 4-27 Lesson Highlights 4-28 Practice 4 Overview: Using Siebel Loyalty Partner Portal Creating Loyalty Programs: Tiers Objectives 5-2 Program Tier Classes and Tiers 5-3 Moving Members Between Tiers 5-4 Tier Assessment Models 5-5 Tier Assessment Model Example: Member Anniversary Model 5-6 Tier Example 5-7 Creating a Tier Class 5-8 Creating Tiers 5-9 Tier Promotions 5-10 Tier Promotion Creation 5-11 v

6 Tier Promotion Example 5-12 Creating Tier Promotion Rules 5-13 Tier Promotion Criteria 5-14 Tier Promotion Actions 5-15 Lesson Highlights 5-16 Practice 5 Overview: Creating Loyalty Programs: Tiers Setting Up Accruals Objectives 6-2 Accruals 6-3 Loyalty Products and Accruals 6-4 Generic Products 6-5 Generic Products and Accruals 6-6 Base and Accrual Promotions 6-7 Base Promotion 6-8 Base Promotion Rules 6-9 Base Promotion Example 6-10 Using the Distance Table 6-11 Creating a Base Promotion 6-12 Creating Base Promotion Rules 6-13 Base Promotion Criteria 6-14 Base Promotion Action 6-15 Accrual Promotions 6-16 Joint Accruals 6-17 Joint Accrual Promotions: Custom Allocation of Points 6-18 Range-Based Promotions 6-19 Lesson Highlights 6-20 Practice 6 Overview: Setting Up Accruals Configuring Redemptions Objectives 7-2 Siebel Loyalty Redemption Features 7-3 Setting Up Siebel Loyalty Redemptions 7-4 Airline Redemptions 7-5 Creating Zones 7-6 Mapping Airports to Zones 7-7 Setting Airline Redemption Product Pricing 7-8 Non-Airline Redemptions 7-9 Tangible Product Redemptions 7-10 Service Product Redemptions and Vouchers 7-11 Setting the Voucher Numbering and Expiration Date 7-12 Redemption Packages 7-13 vi

7 Creating a Redemption Package 7-14 Point Loans 7-15 Setting Up Point Loans 7-16 Point-to-Pay Conversion 7-17 Setting Up Point-to-Pay Conversion 7-18 Lesson Highlights 7-19 Practice 7 Overview: Setting Up Loyalty Redemptions Loyalty Products and Catalogs Objectives 8-2 Loyalty Products 8-3 Creating Loyalty Products Create the Product Add Loyalty-Specific Product Details Release a New Product Version 8-8 Catalog 8-9 Accessing the Catalog from Siebel Loyalty 8-10 Accessing the Catalog from eloyalty 8-11 Catalog Visibility Mechanisms 8-12 Responsibility 8-13 Access Groups 8-14 Access Group Hierarchies 8-15 Access Control 8-16 Access Control: Categories 8-17 Building a Catalog Design the Catalog and Categories Create the Catalog Add Categories to the Catalog Associate Products with Categories Declare Catalogs or Categories Private Create Access Groups Assign Access Groups 8-28 Checklist for Product and Catalog Visibility 8-29 Lesson Highlights 8-30 Practice 8 Overview: Creating Loyalty Products and Catalogs Administering Member Services Objectives 9-2 Member Enrollment and Services 9-3 Loyalty Members Screen 9-4 Loyalty Member Tasks 9-5 Siebel Tasks 9-6 vii

8 Task Example: Member Points Transfer 9-7 Member Enrollment Task Overview 9-8 Setting Up Member Enrollment Schemes 9-9 Member Enrollment Process Overview 9-10 CSR Captures Member Data 9-11 Pricing and Payment Processing 9-13 Member Services - Functional 9-14 Member Points Transfer Process 9-15 Member Points Purchase Process 9-16 Membership Renewal Process 9-17 Membership Cancellation Process 9-18 Voucher Reissue Process 9-19 Member Lounge Purchase Process 9-20 Accrual Dispute Process 9-21 Implementing a Member Service 9-22 Admin Promotions 9-23 Preliminary Step for Creating Admin Promotions 9-24 Example: Points Purchase Member Service - Administrative Data 9-25 Example: Points Purchase Member Service - Service Product Association 9-26 Example: Points Purchase Member Service - Admin Promotion 9-27 Example: Points Purchase Member Service - Admin Promotion Rules 9-28 Example: Points Purchase Member Service - Admin Promotion Actions 9-30 Bulk Transactions 9-31 Lesson Highlights 9-32 Practice 9 Overview: Administering Loyalty Members Configuring Siebel Loyalty Objectives 10-2 Siebel Loyalty Configuration 10-3 Siebel Loyalty Component Groups 10-4 Siebel Loyalty Component Group 10-5 Siebel Loyalty Engine Component Group 10-6 Related Component Groups 10-7 Objects Processed by Siebel Loyalty Engine Components 10-8 Setting Siebel Loyalty Engine Parameters 10-9 eloyalty Processing Engine - Realtime and Interactive Component Parameters eloyalty Processing Engine - Batch Component Behavior eloyalty Processing Engine - Batch Component Parameters Starting the eloyalty Engine Batch Component Server Keys Server Key Example Creating Server Keys viii

9 Enabling Loyalty Component Groups Point Block Updates Optimizing Point Block Updates Setting Point Block Update System Preferences Lists of Values in Siebel Loyalty Modifying LOVs in Siebel Applications LOV Example: Defining Airport Codes Adding Host Company Employees as Loyalty Users Lesson Highlights Practice 10 Overview: Configuring Siebel Loyalty Siebel Loyalty Web Services Objectives 11-2 Siebel Loyalty Web Services 11-3 LOY Accrual Services Web Service 11-5 LOY Member Services Web Service 11-6 LOY Redemption Services Web Service 11-7 LOY Voucher Services Web Service 11-8 Loyalty Member Enrollment Web Service 11-9 Siebel Inbound Web Services Generating Information for the External Application Generating the WSDL File for a Web Service Identifying Arguments for Web Service Operations Lesson Highlights A Appendix: Siebel Loyalty New Features Objectives A-2 Siebel New Features: Overview A-3 Pre-Paid and Post-Paid Partnership Management A-4 Setting Partner Loyalty Terms A-5 Defining Pricing Rules for Pre-Paid Partners A-6 Establishing Billing Rates for Post-Paid Partners A-7 Airport Code - Zone - City Mapping A-8 Additional Member Service Flows A-9 Promotion Enrollment A-10 Promotion Enrollment Process A-11 Member Points Gifting A-12 Member Gift Points Process A-13 Member Points Reactivation A-14 Member Points Re-Activation A-15 ix

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