Siebel_Online_Training

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Chapter 1: Introduction to Siebel 8

Objectives

Knowing the family of Siebel CRM applications. This family of applications includes:

Business Analytics Applications Contact Center and Service Customer Data Integration Customer Order Management Enterprise Marketing Partner Relationship Management Sales Self-Service and eBilling Siebel CRM on Demand

BusinessAnalyticsApplications

Siebelbusinessanalyticsapplicationscontainprebuiltbusinessintelligenceenginesthatfacilitatethe

decisionmakingprocess.

ContactCenterandService

Siebelcontactcenterandserviceapplicationsaredesignedtomeettheneedsandchallengesofservice

orientedbusiness.

CustomerDataIntegration

Customerdatagivesbusinessestheopportunitytoanalyzecustomersprofileandbehavior,thencreate

amarketingplanthatisdifferentiated,focused,andmoreeffective.

CustomerOrderManagement

Siebelcustomerordermanagementapplicationsfacilitatesellingeffortsacrossdifferentproductlines


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andcatalogs.

EnterpriseMarketing

Siebelenterprisemarketingapplicationshelpbusinessesoptimizetheirmarketingbudgetwith

organizedevents,targetedemailmarketingeffortsaccordingtousersprofile,differentiatedloyalty

programs,andmarketingresourcemanagement.

PartnerRelationshipManagement

SiebelpartnerrelationshipmanagementapplicationsincludeSiebelPartnerAnalytics,SiebelPartner

Manager,andSiebelPartnerPortal.

Sales

Siebelsalesapplicationinclude:SiebelSales,SiebelEnterpriseSalesAnalytics,SiebelServerSyncfor


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MicrosoftExchangeServer,SiebelMobileSales,andSiebelCollaboration.

SelfServiceandeBilling

SiebelselfserviceandeBillingapplicationsempoweruserstoconductselfserviceprocessessuchas

managingstatements,organizebillingandpayment,purchasing,productanalysis,services,andsales.

SiebelCRMonDemand

TheCRMwebapplicationisdevelopedandhostedbyOracle.UserscanaccesstheCRMportalfrom

anywherewithanInternetconnection.ThecostofCRMonDemandisbasedonnumberofusers.

Chapter 2: Navigate within Siebel

Objectives

Learning how to navigate within Siebel applications using

--Browser Controls

--Screen Tabs

--Link Bar

--Home

--Global Toolbar


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--Send an email from File menu

--Update and save a record from Edit menu

--Navigate records from Navigate menu

--Perform a few queries from Query menu

--Sort records from Tools menu

--Search for a topic from Help menu

Key Terms

After reading this chapter, you should be able to understand these terms:

--Data Quality

--Data Deduplication

--Data cleansing

--Fuzzy query

--Query

--Sort

Chapter 3: Applets, Views and Screens

Objectives

Understanding the functionalities and relationships for Applets, Views and Screens:

--Applets serve multiple functions as user interface objects in Siebel. Users can view, add, and

update data from applets.

--Views are collections of applets that show a selected screen and its related data.

--Each screen is a visual representation of views related to that Siebel business entity or

functional area.


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Following the section "Creating New Record" and create a new Contact in Siebel application.

Hands-on Exercise 2

Following the section "Updating a Record" and update the Contact you just created in Siebel

application.

Hands-on Exercise 3

Find a Picklists and Multi-Value Groups field within Siebel.


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Hands-on Exercise 4

Understanding what is Predefined Query.

Save a query according to the "Save and Save Query As" section.

1. Perform several queries using different wildcards in the "Wildcards" section

2. Perform several queries using compound operators in the "Compound Operators" section

3. Perform a record count

Chapter 5: Authentication and Company

Structure

Objectives


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The aspects of Siebel affected by security architecture include: physical structure, authentication,

and access control.

There are three possible ways to authenticate users in Siebel: Database Authentication, DirectoryService, and Web Single Sign On.

The data access structure at the company level has four elements: divisions, organizations,

positions, and employees.

Hands-on Exercise 1

Create a new Position according to "How to Create a Position" section.

Hands-on Exercise 2

Assign a Position to an employee according to "Assigning Positions and Primary Positions"

section.


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Hands-on Exercise 3

Change the primary employee for a position according to "Primary Employee" section.


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Chapter 6: Views and Responsibilities

Objectives

In Siebel applications, the term responsibility is used to indicate which views a user can access.

Responsibilities are created for data access control purposes. Each responsibility is associated

with a set of views for a particular job function.

Hands-on Exercise 1

In your sample Siebel application, associate a new responsibility with a user according to

"Relating Users to a Responsibility" section.


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--Understanding the difference between customer data and master data

--Data Access Security for Customer Data

--Data Access Security for Master Data

--Associating Records with User(s) or Position(s)

--Knowing Access Groups

Hands-on Exercise 1

Navigate to the following Views according to "Views" section:

--My Views

--My Teams Views

--All Views

--All Across My Organizations Views

--All Across Organizations Views

--Administration Views

Hands-on Exercise 2

Create a new catalog according to "How to Create a Catalog" section:


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Hands-on Exercise 3

In your sample Siebel application, associate access groups with either a catalog or a category

according to "Associating Access Groups with a Catalog or Category" section:

Chapter 8: Siebel Object Definitions

Objectives

--Understanding object definitions are sets of properties and values created from object types.


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--Knowing Physical UI files and Repository files

--Able to inspect object definitions with Siebel Tools

Hands-on Exercise 1

Navigate to [Siebel_Root]\Objects\ENU folder and find your SRF file according to "Repository

Files" section.

Hands-on Exercise 2

Open Siebel Tools and inspect object definitions for one of the applets according to "Inspecting

Object Definitions with Siebel Tools" section


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Chapter 9: Understanding Siebel Web

ArchitectureObjectives

--There are six major entities for Siebel web architecture: Siebel web client, web server, Siebel

gateway name server, Siebel enterprise server, Siebel file system, and database server

--Understanding the functions and usages of Siebel Repository File (SRF), Siebel Configuration

File (CFG), and Siebel Web Templates (SWT)

--Knowing five different kinds of Siebel clients

Hands-on Exercise 1

The eapps.cfg file maintains configuration information and allows Siebel Web Server Extensions

(SWSE) to communicate with the Siebel server.

Open and examine the eapps.cfg file according to "Configuration File Eapps.cfg" section.


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Hands-on Exercise 4

Open and examine one or more Siebel Web Templates (SWT) file(s) according to "Siebel Web

Templates (SWT)" section.


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Chapter 10: Introduction to Server

Administration and Management

Objectives

--Servers, components, and tasks are controlled by parameters. There are five levels of parameter

hierarchy.

--The server configuration screen allows you to manage and control the behavior of your Siebel

enterprise.

--Server management allows you to perform daily operations.

Hands-on Exercise 1

Logging into Siebel using srvrmgr.exe according to "Command Line Administration Tool"

section.

Hands-on Exercise 2

Navigate to Server Management screen according to "Components and Tasks" section.


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Hands-on Exercise 3

Monitor user sessions according to "How to Check Concurrent User Sessions" section.

Hands-on Exercise 4

Navigate and view parameters according to "Parameters" section.


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Hands-on Exercise 5

Check your server component run modes according to "Server Component Run Modes" section.

Chapter 11: Managing Components

Objectives

--Understanding how to define and redefine component definitions

--Enable and disable component and component groups

--Reconfigure component definitions, synchronize components

--Set event logging levels, and use component alerts


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Hands-on Exercise 1

In your sample Siebel application, make a copy of an existing component according to "Defining

and Redefining Component Definitions" section.

Hands-on Exercise 2

View all the servers and components on your server according to "Enabling and Disabling

Components and Component Groups" section.

Hands-on Exercise 3

Create a system alert according to "Setting up Component Alerts" section.


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Chapter 12: Introducing Siebel Data Model

Objectives

--Each base table has its own extension table to help accommodate extra fields and data

--Business Components are Siebel business entities and they are constructed using base tables

and joined tables

--Understanding Siebel Field Object Types that map to the physical data types in the database

Hands-on Exercise 1

Find S_SRV_REQ table in Siebel Tools according to "User Tables" section.


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Hands-on Exercise 2

Find EIM_SRV_REQ table in Siebel Tools according to "Interface Tables" section.


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Hands-on Exercise 3

Expand Columns node for any table according to "Columns" section.


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Hands-on Exercise 4

Expand table indexes according to "Index" section.


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Chapter 13: Configuring Web Templates

Objectives

--Understanding three layers of configurations: the data layer, Business Object layer, and UIlayer

--Knowing UI layer configuration through web template files, cascading style sheets (CSS), and

images

Hands-on Exercise 1

Find a web template file in Siebel Tools according to "Web Template Files" section.

Hands-on Exercise 2

Open Web Template Explorer according to "Web Template Files" section.


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Chapter 14: Basics of Configuring Object

Definitions

Objectives

--Able to get, check out, and check in projects

--Knowing how to create and edit object definitions

--Knowing how to archive and export object definitions as well as how to import them from

other repository environments

Hands-on Exercise 1

Find Activity project according to "Finding Existing Projects" section.


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Hands-on Exercise 2

Create a new project according to "Creating New Projects" section.

Hands-on Exercise 3

Check out the project you created from Hands-on Exercise 2. You can perform this exercise

according to "Getting, Checking Out, and Checking In Projects" section.


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Hands-on Exercise 4

Edit your object definition according to "Editing Object Definitions" section.

Hands-on Exercise 5

Validate your object definition according to "Validating an Object Definition" section.


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Hands-on Exercise 6

Compile your object definition according to "Compiling and Deploying Object Definitions"section.


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Chapter 15: Basics of Configuring Applets

Objectives

--The most common types of applets are list applets and form applets

--Able to creating a list applet and a form applet using the wizard

--Understanding how to make changes or add controls to applets

Hands-on Exercise 1

Create a List Applet according to "How to Create a List Applet" section.


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Chapter 16: Configuring Applications,

Screens, Views, Drilldowns, Thread Bars, and

LOVsObjectives

--Learning configuration skills for applications, screens, and views.

--Able to configure drilldowns

--Understanding how a view is accessed in a screen

Hands-on Exercise 1

Edit Screen View Sequence according to "Configuring Screens" section.


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Hands-on Exercise 2

Create a new view according to "Configuring Views" section.

Hands-on Exercise 3


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Create Parent and Child LOVs according to "Configuring List of Values" section.

Chapter 17: Configuring Business

Components

Objectives

--Learning how to modify component, field, and user properties for Business Components

--Understanding four editing properties: No Delete, No Insert, No Merge, and No Update

--Knowing Owner Delete, Search Specification, and Sort Specification

Hands-on Exercise 1

Find editing properties in the Properties window according to "Editing Properties" section.

Hands-on Exercise 2

Find field properties according to "Field Properties" section.


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Hands-on Exercise 3

Create a new Business Component according to "Creating New Business Components" section.


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Hands-on Exercise 1

From Siebel Tools, open Workflow Designer according to "Introducing Workflow Process"

section.

Hands-on Exercise 2

Open an Workflow designer canvas according to "Design Canvas Layout" section.


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Hands-on Exercise 3

Create a new Business Service according to "Using Workflow Process with a Business Service"

section. Expand the Service tree view if it is not already expanded.


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Chapter 20: Basics of Task UI

Objectives

--You can use Task UI to automate a user interaction in the user interface tier or you canautomate a business process in the business logic tier

--Task UI is a framework that supports automation in each tier within an N-Tiered architecture

Hands-on Exercise 1

From Siebel Tools, find Task and Task Group according to "Basics of Development" section.

Hands-on Exercise 2

Edit Task Flow according to "Introducing Task Editor" section.


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Hands-on Exercise 3

Using the Task Wizard to create a new Task according to "Create New Task View" section. If

you want to create a complete Task from beginning, you can read the bonus article--Task UI:

Tips for Creating a Task from Scratch


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Chapter 21: Basics of Scripting

Objectives

--Understanding some basics of Siebel eScript and Siebel VB Script language

Hands-on Exercise 1

From Siebel Tools, set default scripting language and compilation directory according to

"Selecting a Scripting Language" section.

Hands-on Exercise 2

Add some Comments to VB Script or eScript according to "Comments" section.


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Hands-on Exercise 3

Check syntax for the code and comments you added in Exercise 2. Do you see any errors?

Chapter 22: Error Handling

Objectives

--Understanding error functions and error statements

--Knowing how to trap errors

--Able to implement error trapping in your code

Hands-on Exercise 1

From Siebel Tools, add error trapping code according to "How to Trap Errors" section.


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Hands-on Exercise 2

Add error handler according to "Implement Error Trapping in Our Code" section.

Hands-on Exercise 3

Create an email alert according to "How to Send Alerts when Process Failed" section.

Chapter 23: Using the Debugger


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Objectives

--Able to set a breakpoint in your script at which the program will halt

--Knowing how to monitor the values of variables or objects in the Watch window

--Able to create customized Trace files with trace values in the files

Hands-on Exercise 1

From Siebel Tools, customize your debug settings according to "Customizing Debug Settings"

section.

Hands-on Exercise 2


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Set a breakpoint according to "Toggle Breakpoint" section.

Hands-on Exercise 3

Open the Watch window to see the values of your variables according to "Watch Window"

section. You should also able to use Step Into, Step Over, Step to Cursor, and Trace.


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