Thank you for attending the Creating Workflows Webinar forSiebel CRM On Demand! We hope the information in thisWebinar contributes to your success.

For your convenience, this document contains the key information and best practices we mentioned throughout the course.

In addition, this document contains information about other Webinars, Customer Care, and consulting services that you might find helpful.

Again, thank you for joining us in this Webinar and we wish you every success in your use of Siebel CRM On Demand.

Sincerely,

The Siebel CRM On Demand Training Team

Copyright © 2007, Oracle. All rights reserved.

Creating Workflows

Workflow Automation

Workflow Benefits

By implementing workflows, you can improve efficiency throughout your organization. You can help ensure that the information your users enter is consistent, complete, and accurate by automating:

Email notifications

Task creation

Field updates

Record assignment to books of business

Integration event creation

Workflow Tips

Avoid using workflows to perform these functions:

− Audit trails

− Default values for fields

− Field validations

Instead, leverage CRM On Demand’s embedded processes to do those actions.

Use distribution lists to send email notifications when possible.

CRM On Demand then sends out a single email, and your email system routes it to all the recipients in the distribution list.

Roll out workflows incrementally.

This way you can test, refine, and evaluate how well your workflows are performing.

Make sure that the Active check box is selected for Actions and WorkflowRules.

Inactivate rather than delete Actions and Workflow Rules, so that you save their conditions for reuse.

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When setting up workflow rules, remember that:

Each workflow rule applies to only one record type.

Creating Workflows

The rule is evaluated for that record type and the actions are performed on that record type only.

Only one trigger can be associated with each workflow rule.

You cannot change the record type or trigger event once the workflow ruleis saved.

A rule without conditions will run on all records of the designated record type when the triggering event occurs.

Each trigger has a set of available actions that the workflow can take:

Triggers Actions

New Record Saved Send Email Notification

Create Task

Assign a Book

Create Integration Event

Modified Record Saved Send Email Notification

Create Task

Assign a Book

Create Integration Event

Record Deleted Send Email Notification

Create Task

Create Integration Event

Before Modified RecordSaved

Update Values

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Expression Builder

Creating Workflows

Expression Builder Benefits

Expression Builder is a powerful scripting tool that uses the Siebel QueryLanguage to define conditions.

If you are unfamiliar with query language, follow the examples in the Webinar or inOnline Help. However, with some programming knowledge, you will be able to create complex conditions within Expression Builder, taking advantage of its full potential.

Expression Builder Tips

Use the drop-down lists to build your expression.

The field drop-down list uses the Integration Tag name, not the display name of the field. This allows you to change the display name without making the expression invalid.

Click the Check Syntax button to incrementally test your expression.

Click the Syntax Guide and Sample Expressions links for more information about building expressions.

Expressions and Siebel Query Language

PRE Function

Use the PRE function to determine if the previous value differs from the new value.

PRE syntax:

PRE('<FieldReference>')

PRE('<PrimaryBillToState>')<>[<PrimaryBillToState>]

This expression determines if the value of the US Billing State has changed:

PRE(‘<FieldReference>’) is used to return the previous field value

<> is used for “is not equal to”

[<FieldReference>] is used to return the current field value

Notes:

Use single quotes around the field reference following “PRE.”

Enclose the field reference following “PRE” with parentheses, not brackets.

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Creating Workflows

IIf Function: Condition, Then, and Else Statements

Use the IIf function to add an If condition, then statement, and else statement.

IIf syntax:

IIf(condition, then, else)

IIf([<PrimaryBillToState>]='OK' OR [<PrimaryBillToState>]='TX', 'Central', IIf([<PrimaryBillToState>]='CA' OR [<PrimaryBillToState>]='AZ', 'West', 'East'))

This expression updates the selected field (Region) according to the condition.If the Billing State becomes OK or TX, the Region is updated to Central. If the Billing State becomes CA or AZ, the Region is updated to West. If those conditions are not met, the Region field is updated to East.

The IIf function must have three parameters; however, you can nest the IIf functions, as in this example.

IIf([<PrimaryBillToState>]='OK' OR [<PrimaryBillToState>]='TX' is the first parameter, the condition part of the statement. It must be followed by a comma.

'Central' is the second parameter, the then part of the statement. It also must be followed by a comma.

IIf([<PrimaryBillToState>]='CA' OR [<PrimaryBillToState>]='AZ', 'West','East') is the third parameter, the else part of the statement. It must be followed by the closed parenthesis of the first IIf function.

So, the nested IIf function expression follows the same formula:

IIf([<PrimaryBillToState>]='CA' OR [<PrimaryBillToState>]='AZ' is the condition.

'West' is the then part of the statement.

'East' is the else part of the statement.

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Tasks and Steps

Creating Workflows

To set up workflows, condition, and actions, refer to these steps:

To create a workflow:

1. Click the Admin link.

2. Click the Administer Workflow Rules link.

Note: Your user role must have the Manage Data Rules – Manage Workflow Rules privilege in order for you to have access to this link.

3. Click the New button.

4. Fill out the information.

To set up rule conditions:

1. Click the fx button.

2. Select field names and functions from the drop-down lists, or enter them directly in the text box.

3. Edit the expression.

4. Click the Check Syntax button to check the expression.

5. Click Save in the Expression Builder window.

6. Click Save on the Workflow Rule Edit page.

To select the actions triggered by the workflow rule:

1. Click the Menu button.

2. Select the action from the drop-down list.

To add an email notification action:

1. Select Create Email Notification from the Menu drop-down list.

2. Enter a name for the email action.

3. Select the email recipient:

If you select Relative User on Record, emails will be sent to a user associated to the record.

If you select Specific User, click the Lookup icon to select a specific user within your company.

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Creating Workflows

If you select Valid Email Address, enter a specific email address for a distribution list or a person (inside or outside of your company).

4. Enter the subject and message of the email.

Note: You can enter plain text or use the Expression Builder to insert field references into the fields.

5. Click the Active check box.

6. Click Save.

To add a task action:

1. Select Create Task from the Menu drop-down list.

2. Enter a name for the task.

3. Select the task owner.

Note: The task will appear in the Open Tasks list of the owner.

4. Select the task type.

5. Select the task priority.

6. Enter a number in the Due Date field.

Note: The number is the number of days between the task creation date and the task due date. For example, entering 2 calculates the due date for the task as two days after the date the task is generated.

7. Enter information in the Subject and Description fields.

Note: You can enter plain text or use the Expression Builder to insert field references into the fields.

8. Click the Active check box.

9. Click Save.

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To add an update values action:

Creating Workflows

1. Select Update Values from the Menu drop-down list.

Note: This action is available only with the Before ModifiedRecord Saved trigger.

2. Enter an action name.

3. Select the field you want to update from the Field Name drop-down list.

4. Click the fx button.

5. Add either a value that populates the field when the rule condition is met, or add a condition to determine the updated value.

6. Click the Active check box.

7. Click Save.

To add an assignment to book of business action:

1. Select Assign a Book from the Menu drop-down list.

2. Select the book of business to which the records will be assigned.

3. Click Add for the Assignment Option.

4. Edit other options, if necessary.

Note: The “Flexible Data Sharing Using Book of Business” Webinar explains these options in greater detail.

5. Click the Active check box.

6. Click Save.

To change the action order:

1. Click the Edit Order button.

2. Use the arrow keys to change the order.

3. Click Save.

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Creating Workflows

Additional Training and Help

Additional information is available in Siebel CRM On Demand. Click Find Training in the Training and Support Center to browse the course catalog and register for live training courses or recorded Webinars.

Click Training to access freetraining Webinars, answers to frequently asked questions, forums,and other useful resources.

Click Help to access context- sensitive information and step- by-step instructions.

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Creating Workflows

Additional Webinars

Browse the extensive course catalog to find other Webinars related to workflows.

For more information about books of business, take the “Flexible Data Sharing Using Bookof Business” Webinar.

Browse for training by release andtopic area, job role or language, or browse the entire catalog.

To sign up for technical classes, click the Training link in CRM On Demandor visit Oracle Universit y .

For custom training classes, email crmondemandconsulting_ww@oracle.com.

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Creating Workflows

Siebel CRM On Demand Customer Care

Our experienced Siebel CRM On Demand Customer Care team is ready to help you with any of your CRM On Demand questions or issues.

Siebel CRM On Demand Customer Care Offerings

Standard Customer Care Gold Customer Care

Response Time

24x7 Web Access

Toll-Free Phone Access

Service Request Limit

1 Business Day 4 Hours

Yes Yes

12x5* 24x7

Unlimited Calls Unlimited Calls

Unlimited Unlimited

*Available 6 AM to 6 PM local time,Monday through Friday (excluding holidays).

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Creating Workflows

Siebel CRM On Demand Consulting Services

Oracle offers a variety of CRM On Demand Consulting Services offerings:

Quickstart Consulting PackageSixteen hours of remote consulting with a dedicated Oracle product expert to help you enable Siebel CRM On Demand for your company

Rapid Setup for Siebel CRM On DemandAn economical consulting package that provides 50 hours of basic implementation services for customers with simple business requirements

Guided Implementation for Siebel CRM On DemandA package for those who are implementing Siebel CRM On Demand on their own, but want expert guidance to help stay on track during the implementation: You will collaborate with an experienced CRM On Demand consultant, who will teach youbest practices and monitor your implementation progress.

Rapid Results for Siebel CRM On DemandFull-service implementation support, including project management, business alignment services, configuration, data import, and end-user training

Implementation AssessmentExperienced consultants evaluate your CRM On Demand implementation and provide recommendations to help you increase user adoption and meet your business objectives.

Custom ConsultingComprehensive custom services by Oracle professional consultants to help with all your implementation requirements

For more detailed information about consulting services, contracting, and pricing, please contact your CRM On Demand sales representative.

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