01 introducción a siebel crm

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 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



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.



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.



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.



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 User Interface (UI) Modes

• The Siebel UI is rendered in one of two modes:– High Interactivity (HI) mode– Standard Interactivity (SI) mode



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



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



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.



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.



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)



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.



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.



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.



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.



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.



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.



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.



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.



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.



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



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.



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.



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.



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)



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 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.


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)

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