Siebel CRM On Demand Administration Essentials. Student Guide

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

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 94065 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.

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 1-16 2 Company Administration Lesson Objectives 2-2 Company Administration Tasks 2-3 Verify and Update Profile 2-4 iii

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

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 #1 3-34 Evaluation #2 3-35 Evaluation #3 3-36 User Setup 3-37 Tips for Success 3-38 Summary 3-39 Lab 3-40 4 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

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 4-19 5 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 5-13 6 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 1 6-6 Access Profile Step 2 6-7 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 1 6-17 vi

Role Management Wizard Step 2 6-18 Role Management Wizard Step 3 6-19 Role Management Wizard Step 4 6-20 Role Management Wizard Step 5 6-21 Role Management Wizard Step 6 6-22 Role Management Wizard Step 7 6-23 Role Management Wizard Step 8 6-24 Discussion 6-25 Tips for Success 6-26 Summary 6-27 Lab 6-28 7 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 7-19 8 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

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 8-33 9 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

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 9-40 10 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 10-10 Demonstration 10-11 Public Chat 10-12 Customize Fields 10-13 Administering Page Layouts 10-14 Page Layout Wizard 10-15 Demonstration 10-16 Step 1: Specify the Layout Name and Role 10-17 Step 2: Specify Field Attributes 10-18 ix

Step 3: Specify Field Placement on the Page 10-19 Specifying Field Placement 10-20 Step 4: Set Display Order for Linked Records 10-21 Renaming Page Sections 10-22 Dynamic Page Layouts 10-23 Creating Dynamic Layouts 10-25 Demonstration 10-26 Creating Dynamic Layouts: Step 1 10-27 Creating Dynamic Layouts: Step 2 10-28 Customize Page Layouts 10-29 Activating Layouts for a Role 10-30 Demonstration 10-31 Other Changes 10-32 Creating Search Layouts 10-33 Demonstration 10-34 Creating Search Layouts: Step 1 10-35 Creating Search Layouts: Step 2 10-36 Creating Search Layouts: Step 3 10-37 Activate Search Layouts for Roles 10-38 Creating Homepage Layouts 10-39 Demonstration 10-40 Creating Homepage Layouts: Step 1 10-41 Creating Homepage Layouts: Step 2 10-42 Activate Homepage Layouts for Roles 10-43 List Access and Order 10-44 Customize Audit Trails 10-45 Tips for Success 10-47 Summary 10-49 Lab 10-50 11 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 11-10 Public Chat 11-11 x

Web Tabs 11-12 Custom Web Tabs 11-13 Configuring Web Tabs 11-14 Demonstration 11-15 Custom Objects 11-16 Custom Objects (Record Types) 11-17 Setting Up Custom Objects 11-18 Custom Object Fields 11-20 Specialized Custom Object Fields 11-21 Demonstration 11-22 Tips for Success 11-23 Summary 11-24 Lab 11-25 12 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 12-10 Product Categories 12-11 Create Product Lists 12-12 Compile Company Product Information 12-13 Create a Product List 12-14 Considerations for Products 12-15 Demonstration 12-16 Customize Product Pages 12-17 Product Attributes 12-18 Customizing Product-Related Pages 12-19 Administering Products and Assets 12-20 Demonstration 12-21 Customizing Product Administration Fields 12-22 Customizing Product and Asset Pages 12-23 Customizing Product and Asset Layouts 12-24 Tips for Success 12-25 Summary 12-26 Lab 12-27 xi

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 13-10 How to Decide 13-11 Poll 13-12 Product Revenue Forecasting: Page Layout 13-13 Opportunity Revenue Forecasting: Page Layout 13-14 Verify User Roles and Reporting Structure 13-15 Set Up Forecast 13-17 Forecast Schedule 13-18 Forecast Administration 13-19 Set Up Forecast 13-20 Demonstration 13-21 Forecast Definition Wizard 13-22 Forecast Participants 13-25 Update and Maintain Forecast 13-26 Updating and Maintaining Forecasts 13-27 Changing Forecast Settings 13-28 Refreshing Forecast Participant List 13-29 Administering Submitted Forecasts 13-30 Public Chat 13-31 Tips for Success 13-32 Summary 13-33 Lab 13-34 14 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 14-10 xii

How Rules Are Evaluated 14-11 Documenting Rule Criteria: Rule Name 14-12 Documenting Rule Criteria: Field 14-13 Documenting Rule Criteria: Value 14-14 Documenting Rule Criteria: Condition 14-15 Rule Criteria Guidelines 14-16 Rule Criteria: Condition 14-17 Multiple Rule Criteria 14-18 Record Assignment Template 14-19 Demonstration 14-20 Set Up Rule Groups 14-21 Assignment Rules Administration 14-22 Assignment Rule Groups 14-23 Create Rules and Criteria 14-24 Demonstration 14-25 Creating Rules Within Rule Groups 14-26 Name the Assignment Rule 14-27 Add Rule Criteria 14-28 Identify Account Teams and Territories 14-29 Territory Management 14-30 Territories and Account Teams 14-31 Territory Details 14-32 Assign Territories 14-33 Demonstration 14-34 Evaluation 14-35 Automatically Create an Account or Opportunity Team 14-36 Account Rule Options 14-37 Evaluation 14-38 Test and Activate Rules 14-39 Rule Group Activation 14-40 Test Assignment Rules 14-41 Tips for Success 14-42 Summary 14-43 Lab 14-44 15 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

Estimating Probabilities 15-7 Expected Revenue Calculation 15-8 Public Chat 15-9 Pipeline Analyses 15-10 Forecasts 15-11 Sales Methodology Administration 15-12 Define the Sales Methodology 15-13 Defining Your Sales Methodology 15-14 Create Sales Categories 15-15 Modifying Sales Processes 15-16 Demonstration 15-17 Modifying Sales Stages 15-18 Add New Sales Stages 15-19 Linking Processes to Opportunity Types 15-20 Linking Processes to Sales Roles 15-21 Define Additional Fields 15-22 Additional Required Fields 15-23 Example: Sales Stage Required Fields 15-24 Create Sales Process Coach Steps 15-25 Sales Rep: Sales Process Coach 15-26 Administration: Process Coach Steps 15-27 Demonstration 15-28 Create Automated Tasks 15-29 Sales Rep: Automated Tasks 15-30 Administration: Automated Tasks 15-31 Add Useful Related Resources 15-32 Adding Useful Resources 15-33 Create Assessments Scripts 15-34 Tips for Success 15-35 Summary 15-36 Labs 15-37 16 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 16-10 xiv

Create Workflow Rule 16-11 Supported Record Types 16-12 Triggering Workflow Events 16-13 Workflow Condition 16-14 Demonstration 16-15 Workflow 16-16 Create Workflow Actions 16-17 Create Email Notification Action 16-18 New Task Action 16-19 Assign Book Action 16-20 Update Values Action 16-21 Reordering Actions 16-22 Demonstration 16-23 Workflow 16-24 Testing the Workflow 16-25 Demonstration 16-26 Tips for Success 16-27 Summary 16-28 Lab 16-29 17 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 17-10 Demonstration 17-11 Siebel CRM On Demand Answers 17-12 Creating a New Analysis 17-13 Report Access and Visibility to Records 17-14 Set Report Privileges 17-15 Hiding Prebuilt Reports 17-17 Demonstration 17-18 Saving Prebuilt Reports in Folders 17-19 Creating Report Folders in Answers 17-22 Create New Folders 17-23 Restrict Access to Folders 17-24 Demonstration 17-25 xv

Access the Saved Analysis 17-26 Creating a New Analysis 17-27 Visibility to Records in Reports and Analyses 17-28 Demonstration 17-33 Creating a New Analysis 17-34 Homepage Analyses 17-35 Locate the Report Path 17-36 Report Properties and Location 17-37 Add Homepage Analysis to Layout 17-38 Demonstration 17-39 Tips for Success 17-40 Summary 17-41 Lab 17-42 18 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 18-10 Demonstration 18-11 PIM Sync Installation Considerations 18-12 Siebel Email Integration On Demand 18-13 Demonstration 18-14 Email Integration: Attach Email 18-15 Attaching Email to Records 18-16 OEI Installation Considerations 18-17 Siebel Offline On Demand 18-18 Records That You Can Use Offline (Download/Upload) 18-19 Demonstration 18-20 Offline Installation Considerations 18-21 Evaluation #1 18-22 Evaluation #2 18-23 Evaluation #3 18-24 Siebel Web Services On Demand 18-25 Siebel Web Services Architecture 18-26 Siebel Web Services Benefits 18-27 xvi

Siebel Web Services Examples 18-28 Siebel Web Services Considerations 18-30 Demonstration 18-31 Public Chat 18-32 Summary 18-33 19 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 19-10 Reassigning Group-Owned Records 19-11 Creating or Updating Roles 19-12 Updating Forecasts 19-13 Activating New Features 19-15 Managing Records 19-16 Deleting Batches of Records 19-17 Batch Delete Queue 19-18 Exporting Lists 19-19 Mass Updating Records 19-20 Merging Records 19-21 Demonstration 19-23 Managing Attachments 19-24 Exporting Records 19-26 Accessing Exported Records 19-27 Demonstration 19-28 Tips for Success 19-29 Summary 19-30 20 Wrap-Up Administrator Resources 20-2 Training and Support Center 20-3 Course Overview 20-4 Thank You 20-5 xvii

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