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Copyright © 2011, Oracle. All rights reserved.
Introducing Siebel CRM Applications
Siebel CRM 8.1.x 1 - 2
Copyright © 2011, Oracle. All rights reserved.1 - 2
Siebel Customer Relationship Management (CRM)
• Enables you to manage interactions with customers, partners, and employees– Typically deployed as a one or more applications with broad
functionality– Supports multiple ways to communicate
— Web and email— Call center— Field service
• Uses a single database to: – Allow all users access to the same set of data
— Example: the correct customer request status is seen by all relevant users
– Ensure changes to data are made once and only once — Example: an address needs to be updated in only one place
Siebel CRM 8.1.x 1 - 3
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Siebel CRM Applications
• Are available tailored for:– Different types of employee or partner interactions and
channels (horizontal applications)– Different industries (industry applications)
• Examples:– Horizontal applications
— Siebel Sales— Siebel Call Center— Siebel Partner Portal— Siebel Remote
– Industry applications— Siebel Finance— Siebel Consumer Goods
Siebel CRM 8.1.x 1 - 4
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Employee Application: Siebel Sales
• Siebel Sales is used by a company’s sales representatives and managers to manage accounts, sales opportunities, and contacts Application is
displaying sales opportunities
Employee Application: Siebel SalesDiagramThe screenshot shows Siebel Sales, which is displaying sales opportunities.
Siebel CRM 8.1.x 1 - 5
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Employee Application: Siebel Call Center
• Siebel Call Center is used by a company’s telesales and service representatives Application is
displaying service requests
Employee Application: Siebel Call CenterDiagramThe screenshot shows Siebel Call Center, which is displaying a list of service requests.
Siebel CRM 8.1.x 1 - 6
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Partner Application: Siebel Partner Portal
• Is used by a company’s partners to communicate, collaborate, and conduct business with a Web-based interface Partner Portal
displays sales opportunities
Partner Application: Siebel Partner PortalDiagramThe screenshot shows Siebel Partner Portal, which allows a company’s partners access to shared data. The screen shows a sales opportunity as it appears to a partner.
Siebel CRM 8.1.x 1 - 7
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Comparison of Siebel CRM Applications
• Siebel functionality is delivered as separate horizontal or vertical applications which:– Have the same user interface and navigation– Are based on the same underlying application architecture– Use the same underlying technologies for automation,
integration, and so on– Share many of the same application screens
• Applications use the same executable, but use a modified configuration– You specify or make customizations to meet the specific
requirements of your business
Siebel CRM 8.1.x 1 - 8
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Siebel User Interface (UI) Modes
• The Siebel UI is rendered in one of two modes:– High Interactivity (HI) mode– Standard Interactivity (SI) mode
Siebel CRM 8.1.x 1 - 9
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High Interactivity Mode
• Is available for employee applications• Supports users who require additional functionality
– Improves productivity• Uses additional code, such as Active X controls, to provide
extra functionality– Drag-and-drop for setting column widths– Explorer-like hierarchy views– Menu bar and tool bars– Saving records by moving off the current line
• Requires Internet Explorer (see documentation for versions)
High Interactivity ModeReferenceSystem Requirements and Supported Platforms
Siebel CRM 8.1.x 1 - 10
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Standard Interactivity Mode
• Is available for customer and employee applications• Designed to be less browser-dependent
– Behaves like a typical HTML-based Web application• Available on a wide variety of browsers (see
documentation for supported browsers)• Does not support some of the functionality available with
High Interactivity Mode
Siebel CRM 8.1.x 1 - 11
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Common Siebel Application Business Entities
• Siebel applications use common business entities– A business entity is something of business interest in the real
world– A person, place, thing or event about which data must be
stored• Provides the foundation for organizing data• Examples: Accounts, Contacts, Households, and so on
Access to the more common business entities
Common Siebel Application Business EntitiesExamples Some of the more commonly used Siebel Business Entities include Accounts, Activities, Assets, Contacts, Households, Internal Products, Opportunities, and Service Requests. These and other entities will be discussed in subsequent lessons.
DiagramThe screenshot shows the screen tabs at top of a Siebel CRM application. These tabs allow quick access to commonly used business entities.
Siebel CRM 8.1.x 1 - 12
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Accounts
• Are businesses external to your company– Current or potential clients– Business partners– Competitors
• Have an account team made up of positions
AccountsRepresenting CustomersFor companies whose customers are businesses, Accounts are used to represent customers (as well as competitors, partners, and potential customers). A company whose customers are individuals may chose instead to maintain customer data using Contacts.
TerminologyA position is a role within a company, such as Field Sales Representative, Call Center Agent, or CEO.
DiagramThe screenshot shows the My Account list. Columns displayed for each Account record include Account Name, Site, Main Phone #, Status, and URL.
Siebel CRM 8.1.x 1 - 13
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Account Information
• Information that may be stored for each account includes:– Account name (required)– Synonyms
— Avoids duplicate account information for name variations— Example: account for General Electric may have synonyms: GE,
G.E., GE Inc., and so on– One or more business addresses– One or more industries the account belongs to– Whether the account is a competitor– Account team
— Made up of one or more positions— Example: The XYZ Company account has account team:
— Account Manager (Anne Elke)— Sales Manager (Stacey Ruiz)
Siebel CRM 8.1.x 1 - 14
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Entering Account Information
• Click the More Info view tab to specify more data values for an account
Enter more account
information
Entering Account InformationMore Info View TabsFor many entities, you can access more fields by drilling down on a record and clicking the More Info view tab, as shown above for Accounts.
DiagramThe screenshot shows the Accounts screen tab selected. The top applet in the view shows Account detail. The lower More Info applet shows many additional Account fields that can be populated.
Siebel CRM 8.1.x 1 - 15
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Contacts
• Are people with whom you do business• Can be public or marked as personal• Are associated with a team (public contacts) or a user
(personal contacts)
ContactsDiagramThe screenshot shows the My Contacts list. The Contacts screen tab is highlighted. Columns displayed for the contacts include Last Name, First Name, Mr./Ms., Work Phone #, Job Title, and Email.
Siebel CRM 8.1.x 1 - 16
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Contact Information
• May include:– First and last names (required)– Account name the contact is associated with (one or more
accounts)– Job title– Preferred contact method (email, phone, fax, and so forth)– Address, email, phone and fax numbers– A contact team
Contact InformationDiagramThe applet shown displays addition contact information, such as the contact’s Work Fax #, Mobile Phone #, Home Phone #, Account Name, and Account Address.
Siebel CRM 8.1.x 1 - 17
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Public Contacts
• A public contact is potentially visible to multiple users– Visibility depends on the user’s data access– Example: Sal Wymer’s public contact James Wang appears:
— In My Contacts view for sales representative Sal Wymer — In My Team’s Contacts view for sales manager Terry Smythe
Public contact is visible to multiple
users
Public ContactsData access and visibility will be covered in a subsequent lesson.
DiagramThe screenshot shows the My Team’s Contacts list. A public contact may be visible to many users.
Siebel CRM 8.1.x 1 - 18
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Private Contacts
• A private contact is:– Only visible to a single user– Used to track personal contacts– Accessed through the Personal Contacts List view– May be made public by clearing the Private checkbox
May be cleared to promote private to
public contact
Private ContactsDiagramThe screenshot shows Contacts > Personal Contacts List. The list includes one contact, Stephanie Bell. The lower applet displays further detail for this contact, including job title, work phone number, account, and other information. Highlighted in this additional personal contact detail is the Private checkbox, which is checked. This indicates that Stephanie Bell is only visible to the current user.
Siebel CRM 8.1.x 1 - 19
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Activities
• Are specific tasks or events to be completed– May be associated with another entity, such as an Account,
Contact, or Opportunity– Example: an Activity to send a welcome email to a new
customer (an Account)• Are associated with one or more users
ActivitiesThe screenshot shows the My Activities list. Displayed for each activity record are the columns: New, Description, Type, Start, Due, Status, and Priority.
Siebel CRM 8.1.x 1 - 20
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Activity Information
• May include:– Where to display the activity (required)– A category (required)– A start date and due date– Assigned employees– A repeat frequency and number– An alarm– Attachments
Activity InformationOther Activity InformationOther information associated with an Activity may be set by drilling down on the activity in a list applet, then clicking More Info and other view tabs. Alarms are set in the More Info child applet, and attachments are added in the Attachments child applet, not the detail applet shown above.
DiagramThe screenshot shows details for an activity record. Information shown includes a Description, Type, Priority, Start and End time, Owner, Comments, Status, and where to display the activity.
Siebel CRM 8.1.x 1 - 21
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Viewing Activities
• An employee may view activities in several views or screens:– Activities List View – Activity To Do List View– Calendar Screen
An employee’s
activities show up in
the Calendar views
Viewing ActivitiesDiagramThe screenshot demonstrates than an employee’s activities show up in the Calendar view, which has tabs that allow viewing the calendar in Daily, Weekly, or Monthly form.
Siebel CRM 8.1.x 1 - 22
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Opportunities
• Are potential revenue-generating events• Can be used to:
– Forecast sales revenues– Manage sales engagements
OpportunitiesDiagramThe screenshot shows the My Opportunities list applet. Columns displayed include Opportunity Name, Account, Revenue, Committed, Team Space, and Sales Stage.
Siebel CRM 8.1.x 1 - 23
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Opportunity Information
• May include:– An association with an account– A probability of completion– An estimated revenue and margin– An estimated close date (required)– A sales stage
— Examples: Prospecting, Qualified, Selected, Closed/Won– A sales team of positions– A sales channel
Siebel CRM 8.1.x 1 - 24
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Opportunity Information
• Allows revenue and margin forecasting
Revenue and margin
estimates
Opportunity InformationDiagramThe screenshot shows the More Info form applet for Opportunities. The Revenue Detail section of this applet is highlighted, and it shows:
• Revenue = $31,875.00• Probability % = 70%• Expected Value = $22,312.50• Best Case = $45,000.00• Worst Case = $20,000.00• Cost = $0.00• Margin = $31,875.00.
Siebel CRM 8.1.x 1 - 25
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Other Opportunity Functionality
• The Opportunities Screen allows other entities to be associated with an Opportunity, such as:– Decision Issues – factors that can influence a prospect’s
buying decision– Products– Quotes, and so on
Other Opportunity FunctionalityDiagramThe screenshot shows a view that displays Opportunity detail in the top applet and Decision Issues for the opportunity in the lower applet. The three decision issues for this potential laptop sale are named Network, Priced within budget, and Performance. The Decision Issues are ranked in descending order of importance, and each has an explanatory comment.
Siebel CRM 8.1.x 1 - 26
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Service Requests
• Are requests from customers or prospects for information or assistance with your products or services
• Are associated with a single owner
Service RequestsDiagramThe screenshot shows the Service screen tab selected and a list of My Service Requests. Columns displayed include: New, SR#, Status, Summary, Account, Owner, and Priority.
Siebel CRM 8.1.x 1 - 27
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Service Request Information
• Includes:– Creation date (required)– Status and Substatus (required)– Summary and Description– Contact (Last Name and First Name)– Account– Product– Date the service request will be completed (Date Committed)
Siebel CRM 8.1.x 1 - 28
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Configuring Siebel Applications
• Siebel CRM applications can be configured to meet business requirements by:– Specifying preferences, administrative settings, and other
configuration data in the Siebel application– Configuring the application using a Siebel CRM development
tool, Siebel ToolsSiebel Tools is
used by developers to
configure Siebel CRM applications
Configuring Siebel ApplicationsSiebel Tools Using Siebel Tools to customize Siebel CRM applications is covered in subsequent lessons.
DiagramThe screenshot shows Siebel Tools, which is an application used by developers to configure Siebel applications.
Siebel CRM 8.1.x 1 - 29
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Siebel Bookshelf
• Provides extensive documentation for using and configuring Siebel applications
Make sure you have the Bookshelf version that matches your Siebel
product’s version
Siebel BookshelfDiagramThe screenshot shows the HTML version of Siebel bookshelf. Bookshelf in PDF format is available for downloading. Use the Downloading Documentation link under Related Information for instructions on downloading.
Copyright © 2011, Oracle. All rights reserved.1 - 30
Module Highlights
Siebel CRM applications provide you a way to effectively manage customer relationships• A packaged application designed on best practices • Offered in a variety of forms, each of which aligns with
specific industry and business requirements– Some examples include Siebel Call Center and Siebel Sales
All Siebel CRM applications use a single, common database and executableSiebel CRM applications support different client access modesSiebel CRM applications are based on common business entities (Accounts, Contacts, Activities, Opportunities, and Quotes)
IG text goes here
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