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Siebel E-CommerceAdministration Guide
Version 8.1
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Siebel E-Commerce Administration Guide Version 8.1 3
Contents
Chapter 1: Whats New in This Release
Chapter 2: Overview of Siebel E-Commerce
About Siebel E-Commerce 11
Siebel E-Commerce and Siebel eSales 12
Chapter 3: Setting Up Siebel E-Commerce
Process of Setting Up Siebel E-Commerce 19Setting Up Order Management for Siebel E-Commerce 20
Creating Multilingual Siebel E-Commerce Web Sites 22
Controlling User Access to the Siebel E-Commerce Web Site 23
Setting Up the Image Path for Siebel E-Commerce 25
Customizing Shipping Charge Calculations for Siebel E-Commerce 25
Setting Up a Content Management System for Siebel E-Commerce 26
Customizing Email Notifications for Siebel E-Commerce 27
Integrating Siebel E-Commerce with CyberSource to Allow Credit Card Payments 28
Setting Up Hot Offers for Siebel E-Commerce 28
Tasks for Configuring the Contact Us Features 32
Specifying the Recipient Email Address 32Specifying the Email Subject Format 33
Setting Up Chat for Siebel E-Commerce 34
Setting Up Siebel Email Response 35
Setting Up Contact Center Anywhere Email Response 36
Process of Setting Up Siebel E-Commerce with Siebel Solutions 36
Setting Up the Knowledge Base-Related LOV 37
Creating Solutions 37
Associating Resolution Documents with Solutions 38
Associating Related Solutions with a Solution 38
(Optional) Adding a File Format to the Knowledge Base Display 39
Process of Setting Up Background Application Functions 40
Activating the Self-Service Web Services 41
Confirming the Self-Service Workflows Are Running 41
Activating Siebel Search 42
Adding a Responsibility and Assigning Permissions 42
Configuring the State Field for Addresses 44
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Adding Accounts to a Self-Service Organization 45
Enabling or Disabling Application-Specific Features 45
ENABLE Parameter Settings 48Effects of ENABLE Settings on Other Application Settings 48
Effects of ENABLE Settings on Third-Level Menus 49
Effects of ENABLE Settings on Features 50
Custom Configurations and ENABLE Settings 51
Chapter 4: Integrating Siebel E-Commerce with Third-Party Applications
About Integrating Siebel E-Commerce with Third-Party Knowledge Management 53
Process of Integrating Siebel E-Commerce with Third-Party Knowledge Management
56Substituting Sample Third-Party View Objects for Siebel Solutions View Objects 57
Creating View Objects and Adding Substitution Rules 57
Establishing a Connection to the Knowledge Management System 60
Chapter 5: Application and Site Settings for Siebel E-Commerce
About Application, Site, and System Settings 61
Roadmap for Defining Application and Site Settings 61
Process of Managing Application Settings 62
Managing Page Template Application Settings 62Managing Read-Only Application Settings 65
Managing Siebel E-Commerce Application Settings 66
Process of Managing Site Settings 66
Adding, Deleting and Modifying Self-Service Sites 66
Managing General Site Settings 67
Managing Catalog Site Settings 68
Managing Cart and Checkout Site Settings 69
Managing Assets Site Settings 69
Copying Site Settings 70
Managing System Settings 70
Chapter 6: Performing User Management in Siebel E-Commerce
About Self-Service User Management 73
About Self-Service Users 73
About Self-Service Responsibilities and Permissions 74
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Siebel E-Commerce Administration Guide Version 8.1 5
Process of Setting Up Organizations for Siebel E-Commerce 75
Registering an Organization in Siebel E-Commerce 75
Adding Accounts to an Organization 76Adding Addresses to an Organization Account 76
Adding Contacts to an Organization Account 78
Ongoing Tasks for Managing Organizations in Siebel E-Commerce 80
Setting Up User Access Control in Siebel E-Commerce 80
Updating Account Contacts in Siebel E-Commerce 81
Approving or Rejecting Self-Registered Users in Siebel E-Commerce 81
Tasks for User Registration in Siebel E-Commerce 82
Registering as a New User for a New Account in Siebel E-Commerce 83
Registering as a New User of an Existing Account in Siebel E-Commerce 84
Registering as a New Contact of an Organization in Siebel E-Commerce 85
Registering as an Existing Contact of an Organization in Siebel E-Commerce 86
Ongoing Tasks for User Profile Management in Siebel E-Commerce 87
Updating Personal Information in Siebel E-Commerce 88
Adding Payment Methods to a Profile in Siebel E-Commerce 88
Editing a Profile Payment Method in Siebel E-Commerce 90
Viewing Profile Payment History in Siebel E-Commerce 90
Adding an Address to a Profile in Siebel E-Commerce 91
Editing a Profile Address in Siebel E-Commerce 91
Resetting a Password in Siebel E-Commerce 92
Resetting a Security Question in Siebel E-Commerce 92
Resetting a Forgotten Password in Siebel E-Commerce 92
Permissions and Responsibilities Mapping Reference for Siebel E-Commerce 93
User Interface Access Permissions for Siebel E-Commerce 93
Data Access Permissions for Siebel E-Commerce 94
Products and Orders Access Permissions for Siebel E-Commerce 95
Functionality Access Permissions for Siebel E-Commerce 95
Chapter 7: Migrating from Siebel eSales to Siebel E-Commerce
About Migrating from Siebel eSales to Siebel E-Commerce 97
Tasks for Migrating from Siebel eSales to Siebel E-Commerce 98Assigning New Siebel E-Commerce Responsibilities to Existing Users 98
Adding Custom Responsibilities to Siebel E-Commerce 98
Implementing Siebel eSales Configuration Rules for Siebel E-Commerce 99
Chapter 8: Using Siebel E-Commerce
About Using Siebel Self-Service Applications 101
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Process of Accessing Siebel Self-Service Applications 101
Selecting a Deploying Company Site 102
Logging In to the Self-Service Application 103Viewing Your Account Overview 104
Logging Out of the Self-Service Application 105
Tasks for Contacting a Deploying Company 105
Initiating a Web Chat Session 106
Submitting Feedback for a Chat Session 107
Sending an Email to the Deploying Company 107
Tasks for Looking Up Products, Assets, and Orders 108
Browsing the Product Database 108
Viewing Assets 109
Looking Up Orders 110
Process of Browsing and Searching Siebel E-Commerce Product Catalogs 111
Browsing Product Categories in Siebel E-Commerce 112
Browsing Products in Siebel E-Commerce 113
Searching for Products in Siebel E-Commerce 114
Comparing Products in Siebel E-Commerce 115
Viewing Product Details in Siebel E-Commerce 116
Using Other Features of the Product Details Tab in Siebel E-Commerce 117
Working with Shopping Carts in Siebel E-Commerce 118
Checking Out in Siebel E-Commerce 120
Configuring Products or Promotions in Siebel E-Commerce 121
Tasks for Working with Orders in Siebel E-Commerce 123
Placing Orders in Siebel E-Commerce (B2C) 123
Placing Orders in Siebel E-Commerce (B2B) 124
Viewing Orders in Siebel E-Commerce 125
Process of Viewing and Modifying Assets in Siebel E-Commerce 126
Searching for Assets 126
Viewing Asset Details and Open Orders 127
Placing Orders to Modify Assets 127
Chapter 9: Single Sign-On for Siebel Self-ServiceApplications
About Single Sign-On 129
Tasks for Managing Single Sign-On 132
Viewing the SSO Settings 132
Setting Up SSO 133
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Chapter 10: Workflow Reference for Siebel E-Commerce
About Siebel Self-Service Applications Workflows 135
Siebel Self-Service Applications Registration and Notification Workflows 135
SelfServiceRegistration Workflow 136
SelfServiceRegistration - UpdateUser Workflow 144
SelfServiceTemplateEmail Workflow 145
SelfServiceSmtpEmail Workflow 145
SelfServiceRegistration - UpdateContactForOrgId Workflow 146
SelfServiceRegistration - UpdateAccountForOrgId Workflow 146
Siebel Self-Service Applications Registration Approval Workflows 147
Self Service Registration - Enrollment Approval - Main Workflow 148
Self Service Registration - Get Inbox Context Workflow 149
SelfServiceRegistration - PostApproval - Activate Workflow 149SelfServiceRegistration - PostApproval - Activate Contact Workflow 150
SelfServiceRegistration - PostApproval - Activate Account Workflow 151
SelfServiceRegistration - PostRejection - InActivate Workflow 152
SelfServiceRegistration - PostRejection - InActivate Contact Workflow 153
SelfServiceRegistration - PostRejection - InActivate Account Workflow 154
SelfServicePostLoginProcess Workflow 155
Siebel E-Commerce Quote Workflows 156
Web Channel Quoting Workflow 156
QuoteCheckOut Workflow 157
Chapter 11: Siebel Communications E-Commerce
About Siebel Communications E-Commerce 159
Setting Up Siebel Communications E-Commerce 159
Using Siebel Communications E-Commerce 162
Setting Location in Siebel Communications E-Commerce 162
Buying Products in Siebel Communications E-Commerce 163
Updating Accounts in Siebel Communications E-Commerce 165
Index
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Siebel E-Commerce Administration Guide Version 8.1 9
1 Whats New in This Release
Whats New in Siebel E-Commerce Administration Guide, Version 8.1Siebel E-Commerce 8.1 is the first release of this new product. Table 1lists the chapters for this
guide.
Table 1. Chapters for the Siebel E-Commerce Administration Guide, Version 8.1
Topic Description
Overview of Siebel E-Commerce General background about Siebel E-Commerce.
Setting Up Siebel E-Commerce How to set up Siebel E-Commerce.
Integrating Siebel E-Commerce
with Third-Party Applications
How to integrate Siebel E-Commerce with third-party
knowledge management applications.
Application and Site Settings for
Siebel E-Commerce
How to create application settings and site settings, which
control the behavior of your Siebel E-Commerce sites.
Performing User Management in
Siebel E-Commerce
How to control user access to Siebel E-Commerce.
Migrating from Siebel eSales to
Siebel E-Commerce
How to upgrade to Siebel E-Commerce if you already use
Siebel eSales.
Using Siebel E-Commerce How customers use E-Commerce through the Web.
Single Sign-On for Siebel Self-Service Applications
How to set up and manage single sign-on for Siebel E-Commerce.
Workflow Reference for Siebel E-
Commerce
Descriptions of Siebel workflows that control the behavior of
Siebel E-Commerce.
Siebel Communications E-
Commerce
Features unique to Siebel Communications E-Commerce.
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2 Overview of Siebel E-Commerce
This chapter presents an overview of Siebel E-Commerce. It includes the following topics:
About Siebel E-Commerce on page 11
Siebel E-Commerce and Siebel eSales on page 12
About Siebel E-CommerceSiebel E-Commerce allows your company to do business-to-business (B2B) and business-to-
consumer (B2C) sales over the Web. It includes the following Web pages:
Registration.Users can register to create their own Siebel E-Commerce account.
Products, Browse.This page provides access to the products on your companys Siebel E-
Commerce Web site. Users can browse through categories and products, or can search for
products. They can view the details of products in a number of formats, and can add the products
to their shopping cart. Users can configure complex products on this page, choosing product
options. Users can also see a small version of the shopping cart in a panel on this page.
Products, Shopping Cart.The shopping cart stores the products and services selected by
users. Users can save shopping carts for later use. They can also check out and use this page to
purchase the products in the current shopping cart.
Products, Order Status.Users can search for orders that they have placed and view the status
of these orders. For example, they can see whether the orders have already been shipped.
Products, My Products.Users can view a list of products that have already purchased, which
are called assets. If the asset is a customizable product, they can modify the configuration of the
product. If the product is not a customizable product they can change the accounts or contact
associated with the asset.
My Account, Overview.Users can view a summary of their service requests, their orders, and
their products.
My Account, Personal.Users can enter information about themselves or modify information
that they entered during registration, such as their contact information, their shipping addresses,
and their payment methods.
Support, Contact Us. Users can contact technical support by searching for branches of the store
near them, by emailing technical support, or by starting a live chat with a support representative.Siebel E-Commerce and Siebel E-Support are the Siebel Self-Service Applications. For information
about how to configure them, see Siebel Self-Service Application Developers Guide.
NOTE: The Siebel Bookshelf is available on Oracle Technology Network (OTN) and Oracle E-Delivery.
It might also be installed locally on your intranet or on a network location.
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Siebel E-Commerce and Siebel eSalesThere are two Siebel products used for B2C and B2B sales through the Web, Siebel E-Commerce and
Siebel eSales. Table 2summarizes their differences, to help you decide which of these products is
best for your purposes.
Table 2. Features of Siebel E-Commerce and Siebel eSales
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
Product
Catalog
Hierarchical dynamic
product catalog.
Yes Yes None
Multiple Sites Defines multiple sites
in the same instance.
Yes No Multiple sites can be defined
in the same Siebel E-
Commerce Instance. Each sitecan have:
A different skin (UI)
Support for different
locales
Different catalogs
Different price lists
Different payment
methods, shipping
priorities, credit card
types, and so onUI Extensibility Extends the user
interface.
Yes,
Improved
Yes Siebel E-Commerce gives the
user improved flexibility to
customize the UI. It is built on
Industry Standard J2EE
technology. The deploying
company can specify
alternative templates based
on conditions in the
Applications settings screen,
and can create new page
templates.
WorkspaceTabs
Displays categories,product lists, and
product details in
separate tabs.
Yes No In Siebel E-Commerce, theuser can navigate among tabs
and the application recalls the
contents of each tab.
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Panels Displays panels across
various pages. Panels
are areas at the left or
right edge of the
screen that let the user
follow links to related
information.
Yes No For example, the Product
Details page shows the
following panels:
Similar Products
Accessories
Services
Related Promotions
Multiple
product views
Displays the product
list in multiple formats,
such as paragraphview, gallery view, and
list view.
Yes No Siebel E-Commerce can also
be extended to add new view
types.
Sorting Sorts the Product List
page, based on
different fields.
Yes No None
Product Search Keyword search and
Parametric Search.
Yes,
Improved
Yes In Siebel eSales, parametric
search is based on a product
family. The user must pick a
product family before
performing a parametric
search. Also, the search is
database driven.
In Siebel E-Commerce, the
keyword search and
parametric search are not
database driven and is
certified against Oracle
Secure Enterprise Search.
Narrow by
Attribute,
Category, or
Price
Ability to narrow the
list of products based
on product attributes,
categories the product
belongs to, and the
product price.
Yes No For example, in Siebel E-
Commerce, the customer can
limit the list of televisions,
based on the screen size and
resolution.
Personalization
Rules
Creates runtime
personalization rules to
display special content
based on the user.
No Yes It is possible to extend Siebel
E-Commerce to invoke the
external personalization
engines, using the Post Login
Implementation Adaptor.
Table 2. Features of Siebel E-Commerce and Siebel eSales
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
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Quick Add Adds a product quickly
to the cart based on
item name or item
code.
No Yes None
Guided Selling Guides a customer to a
list of products, based
on a series of
questions and
answers.
No Yes It should be possible to
integrate Siebel E-Commerce
with third-party, guided-
selling products.
Compare Compares products. Yes,
Improved
Yes The compare functionality in
Siebel E-Commerce has manyenhancements, such as:
A user can add products to
the compare table from
the browse screens.
Product features are listed
in the compare page.
In Siebel eSales, products
can be compared only
from the parametric
search screen. In Siebel
E-Commerce the compare
table is persistent acrossthe browse pages.
Save Lists of
Products
Stores shopping lists of
products.
No Yes Siebel E-Commerce can save
shopping carts.
Siebel eSales can save
shopping lists of products,
called Templates or Favorites,
in addition to saving shopping
carts. A shopping list is similar
to a shopping cart, but there
is no implication that you
intend to buy the product.
Knowledge
Management
Integration with a
knowledge
management system
without configuration.
Yes No None
Table 2. Features of Siebel E-Commerce and Siebel eSales
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
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Chat server Integrates with the
Oracle Contact Center
Anywhere chat server,
but without configuring
it, which lets a sales
agent answer
questions and push
content to the
customers browser.
Yes No None
Promotions Displays related
promotions, view
promotion details, andallows you to configure
promotion, if required.
Adds the promotions to
the cart.
Yes,
Improved
Limited Siebel E-Commerce allows the
user to:
View related promotions
in a panel.
View promotion products
in the catalog.
Drill down on promotions
to view promotion details
including the component
products and promotion
terms.
Configure and price
configurable promotions.
Add the promotions to the
cart.
Siebel eSales allows users to
view related promotions, but
does allow them to drill down
on promotions and does not
allow them to purchase the
promotion on the eSales site.
Asset-Based
Ordering
Allows customers to
place orders, based on
the assets that they
have already bought.
Yes No Siebel eSales for Industry
Applications supports asset-
based ordering, and Siebel
eSales can be configured tosupport asset-based ordering.
Siebel E-Commerce supports
asset-based ordering without
configuration.
Table 2. Features of Siebel E-Commerce and Siebel eSales
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
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Configurable
products
Allows the
configuration of
customizable products.
Yes,
Improved
Yes The Siebel E-Commerce
configurator is improved by
adding panels such as the
process train, current total
and current configurations to
the configurator pages.
In Siebel Business
Applications 8.1, you can
create a configurator UI
definition for the self-service
channel.
Product
Eligibility
If you set up eligibility
rules, the Siebel
Business Application
checks the eligibility of
the logged-in user.
Yes,
Improved
Yes Siebel eSales shows products
that the user is not eligible for
but flags them as ineligible.
Siebel E-Commerce does not
show products the user is not
eligible for.
Product
Compatibility
If you set up
compatibility rules, the
Siebel Business
Application checks the
products in the cart to
determine whetherthey are compatible
with each other.
Yes Yes None
Related
Products
Shows the related
products on the
product details page,
such as services and
accessories for a
product.
Yes,
Improved
Yes Siebel eSales shows all
related products in the same
table.
Siebel E-Commerce shows the
related products in separate
mini bins for:
Similar products
Accessories
Services
B2C Checkout Displays checkout
screens for B2C sales.
Yes,
Improved
Yes The Siebel E-Commerce
checkout screens include a
process to make the sequence
of screens easier to follow.
Table 2. Features of Siebel E-Commerce and Siebel eSales
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
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B2B Checkout Displays checkout
screens for B2B sales.
Yes No Siebel E-Commerce has a
separate checkout flow
designed for B2B sales.
Company
Registration
Supports company
registration.
Yes No Siebel E-Commerce supports
the following:
Registering a new
company
Requesting access as a
new contact of an existing
customer company
Requesting access as an
existing contact of an
existing customer
company
User
Registration
Supports user
registration.
Yes,
Improved
Yes Siebel E-Commerce supports
the following:
Registering a new user
Requesting access to an
existing individual user
account
Siebel eSales supports
registration of a new user.
Caching Caches objects on the
self service layer to
improve performance.
Yes No Siebel E-Commerce caches
basic product fields shown on
the Product List page to
improve performance.
Shipment
Tracking
Integrates with third-
party shipment
tracking applications.
No Yes Allows customers to track
their shipments through the
Web site.
Table 2. Features of Siebel E-Commerce and Siebel eSales
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
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Integration
with Oracle
RTD
Allows product
recommendations
based on user
behavior.
Yes No Recommedations are based
on both user profile and
behavior in the current
session.
Integration
with an
external
Content
Management
System using
WebDAV
Protocol
Allows management of
content appearing on
the web site.
Yes No The parameters required for
the integration can be set in
the configuration parameters
file.
Table 2. Features of Siebel E-Commerce and Siebel eSales
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
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3 Setting Up Siebel E-Commerce
This chapter includes procedures for setting up and configuring Siebel E-Commerce. This chapter
includes the following topics:
Process of Setting Up Siebel E-Commerce on page 19
Tasks for Configuring the Contact Us Features on page 32
Process of Setting Up Siebel E-Commerce with Siebel Solutions on page 36
Process of Setting Up Background Application Functions on page 40
ENABLE Parameter Settings on page 48
Process of Setting Up Siebel E-CommerceTo set up Siebel E-Commerce, perform the following tasks:
Setting Up Order Management for Siebel E-Commerce on page 20.
Creating Multilingual Siebel E-Commerce Web Sites on page 22.
Controlling User Access to the Siebel E-Commerce Web Site on page 23.
Setting Up the Image Path for Siebel E-Commerce on page 25
Customizing Shipping Charge Calculations for Siebel E-Commerce on page 25
Setting Up a Content Management System for Siebel E-Commerce on page 26
Customizing Email Notifications for Siebel E-Commerce on page 27
Integrating Siebel E-Commerce with CyberSource to Allow Credit Card Payments on page 28
Setting Up Hot Offers for Siebel E-Commerce on page 28
In addition to the tasks in this process, perform the setup tasks described in the following topics and
chapters:
Tasks for Configuring the Contact Us Features on page 32
Process of Setting Up Background Application Functions on page 40
Chapter 5, Application and Site Settings for Siebel E-Commerce
Chapter 6, Performing User Management in Siebel E-Commerce
Chapter 7, Migrating from Siebel eSales to Siebel E-Commerce
Chapter 9, Single Sign-On for Siebel Self-Service Applications
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Setting Up Siebel E-Commerce Process of Setting Up Siebel E-Commerce
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Setting Up Order Management for Siebel E-Commerce
Siebel E-Commerce allows customers to place their own orders. To set up Siebel E-Commerce, you
must perform many of the same tasks you perform to allow employees to place orders, such asdefining products, creating catalogs, setting up shipping information, setting up tax calculations, and
so on.
Data already in your Siebel applications order management system, such as price lists, products,
and catalogs are available to Siebel E-Commerce. For more information, see the roadmap to setting
up order management in Siebel Order Management Guide.
NOTE: Products are displayed in Siebel E-Commerce only if the type of the catalog is Buying.
This task is a step inProcess of Setting Up Siebel E-Commerce on page 19.
Setting Up Price Lists for Siebel E-CommerceSiebel E-Commerce can use price lists that are set up at several levels.
To find the price list for a customer:
It checks whether the user's account has a price list associated with it. If so, it is used. For
information about associating a price list with an account, see the section about assigning price
lists to users in Siebel Pricing Administration Guide.
If there is no price list associated with the account, it checks whether there is a price list for the
site. For information about setting a price list for a site, seeManaging Catalog Site Settings on
page 68.
If there is also no price list for the site, it uses the Siebel default price list.
You must set up price lists so there is at least one of these price lists for every user of the Siebel E-
Commerce site.
Setting the Default Price List
To set the default price list, you must change the price list row ID supplied as seed data in your Siebel
application to the row ID of a price list that you have created.
T o s e t t h e d e f a u l t p r i c e l is t
1 In your Siebel employee application, navigate to Administration - Data, List of Values.
The List of Values view appears.
2 Query on the Type field for PRICER_MASTER_PRICE_LIST_ID.
3 In the PRICER_MASTER_PRICE_LIST_ID record, in the Display Value field, enter the row numberof the default price list.
NOTE: You must update the existing PRICER_MASTER_PRICE_LIST_ID seed data row. Do not
make the existing row inactive and then create a new one.
4 Click the Menu button, and then choose Clear Cache, to make the new price list take effect.
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Setting Up Configurator for Siebel E-CommerceIf you sell configurable products, you can create the Siebel Configurator user interface for your Siebel
E-Commerce users.
Siebel Configurator has a UI Option type called Self Service, which allows you to define a Siebel
Configurator user interface for self-service users that is different from the interface for employee
users. For more information, see the section on defining Siebel Configurator user interfaces in Siebel
Product Administration Guide.
If you have not set up a Siebel Configurator UI of the self-service type, Siebel E-Commerce uses a
default self-service option.
It determines which UI interface to use as follows:
Siebel E-Commerce finds a default UI option to use. You can specify an employee UI option in
faces-config-base.xml as the default UI option for Self Service. If you do not change it, the
default UI option is set to High Interactivity in faces-config-base.xml. At runtime, Siebel E-
Commerce uses the default UI option in this xml file if one exists, or it uses the first available UIoption if none is specified in this xml file.
Siebel E-Commerce maps the employee UI themes from the default UI option to self-service UI
themes. The mapping is also specified in faces-config-base.xml, and you can change the mapping
rules if necessary. If multiple rules match the mapping, only the first one is applied. If no
mapping rule is defined or applicable, Siebel E-Commerce the default UI themes, which are also
specified in faces-config-base.xml, and which you can also change if necessary.
Controlling Whether Child Products Are Visible and OrderableA child product is either:
A product that is one product in a bundle product. For example, if the bundle product is HawaiiGetaway Vacation, its children products might be a round-trip airplane flight, three nights in a
hotel, a rental car, and so on.
A product that is one component of a product with components. For example, if the product with
components is a computer, its children products might be a monitor, a DVD drive, a mouse, and
so on.
There are cases where you do not want customers to order the child product separately. For example,
you might want customers to be able to order a computer mouse as part of an entire computer but
not to be able to order just a mouse.
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You can control whether the child product is visible as a separate product on the E-Commerce web
site and whether it is orderable as a separate product on the E-Commerce web site, by using the
Orderable flag for the product and by using the standard methods to control visibility of products in
catalogs, as shown in Table 3.
T o c o n t r o l w h e t h e r a c h i ld p r o d u c t i s v is i b le a n d o r d e r a b l e
1 Set the child products Orderable flag:
a Navigate to the Administration - Product, Products view.
b In the Products list, select the child product.
c In the More Info form, select or deselect the Orderable checkbox.
2 Use standard methods to control the products visibility in the catalog.
For information about controlling visibility of products in catalogs, see Siebel Order Management
Guide.
In E-Commerce, the child product will have the visibility and orderability described in Table 3.
Creating Multilingual Siebel E-Commerce Web SitesYou can deploy Siebel E-Commerce in more than one language by creating multiple Web sites that
display your Siebel E-Commerce store in multiple languages. Use the general site settings tab to:
Associate each site with the appropriate locales for the language that the site uses.
Specify a default locale to be used if none of your sites support the locale identified in the user's
browser.
Table 3. Visibility and Orderability of Child Product
Is Child Products
Orderable Flag
Selected?
Is Child Product
Visible in the
Catalog? Behavior
Y Y Child product is visible and orderable as a stand-
alone product. It is also is visible and orderable as
part of the bundle product or product with
components.
Y N Child product is not visible and not orderable as astand-alone product. It is visible and orderable as
part of the bundle product or product with
components.
N N Child product is not visible and not orderable as a
stand-alone product. It is visible and orderable as
part of the bundle product or product with
components.
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For information about these site settings, seeManaging General Site Settings on page 67.
For general information about deploying Siebel applications in a multilingual environment, see Siebel
Global Deployment Guide.
This task is a step inProcess of Setting Up Siebel E-Commerce on page 19.
Controlling User Access to the Siebel E-Commerce WebSite
You might want to perform some of the following tasks to control user access in your Siebel E-
Commerce Web site:
Using external authentication, such as LDAP
Creating database users for LDAP to use in database access
Controlling access to the following:
Web pages (seeControlling Access to Web Pages on page 23)
Catalogs and products (seeControlling User Access to the Siebel E-Commerce Web Site on
page 23)
Assigning the proxy employee
Creating users through registration or user administration
Associating users with accounts
Allowing the various levels of access:
Anonymous
Explicit login
For information on controlling user access, see Siebel Security Guide.
This task is a step inProcess of Setting Up Siebel E-Commerce on page 19.
Controlling Access to Web PagesResponsibilities control which Web pages are visible to the user. Responsibilities also control what
permissions are available to the logged-in user. For example, if a user has a responsibility that does
not have access to the Order Status page, the user cannot see the Order Status menu item. This
access control mechanism is implemented using the industry-standard Java Authentication and
Authorization Service (JAAS) standards.
If the user has a responsibility that does not have permission to view the accounts assigned to him
or her, that user will not see the account selection control in the order status search bin.
The following responsibilities are predefined for Siebel E-Commerce:
Web Registered User.The end user of the application in a business-to-consumer (B2C) model.
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Web Corporate User.The end user of the application in a business-to-business (B2B) model.
This responsibility is also the base responsibility for the web delegated customer administrator.
Web corporate users are associated with an account and must be authorized by the web
delegated customer administrator to access the site. A Siebel administrator can also add newweb corporate users.
NOTE: There is no responsibility for anonymous users. Every page is accessible to anonymous
user unless otherwise specified. Thus, if anonymous users cannot access a page, you must create
the access control entry to indicate which responsibilities have access to the page.
The responsibility and user type for different job roles are shown in Table 4.
For information on setting up responsibilities, see Siebel Security Guide.
Controlling Access to Catalogs and Products.You can use Siebel E-Commerce application settings to control access to:
Catalogs.Catalogs can be associated with each site, and only the associated catalogs will be
visible at this site.
Products.You can control access to products by using price lists or eligibility rules:
Only the products in the price list used for the customer are visible to the customer. For
information about which price list is used for a customer, seeSetting Up Price Lists for Siebel
E-Commerce on page 20.
Product eligibility rules define which product a customer is eligible to buy. For more
information about creating product eligibility rules, see Siebel Product Administration Guide.
NOTE: If a customer does not have access to any product in a category, that category is
automatically hidden to that customer.
Table 4. Responsibilities and User Type
Job Role Responsibilities User Type
Web anonymous user None. Has access to all pageswhere access is not controlled by
a responsibility.
Anonymous
Web registered user Web Registered User Web Registered User
Web corporate user Web Corporate User Web Corporate User
Web delegated customer
administrator
Web Corporate User
Web Delegated Customer
Administrator
Web Delegated Customer
Administrator
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Setting Up a Content Management System for Siebel E-Commerce
You can store product content such as images, audio clips, and video clips in a content management
system (CMS), and display them in Siebel E-Commerce. The content management system must use
the WebDAV protocol, one of the industry-standard protocols used to manage files on remote World
Wide Web servers.
If the CMS is set up and products have content associated with them, this content can be viewed by
customers in the Links list on the Product Details page.
NOTE: This section describes how to set up a content management system. You can also add content
without using a content management system, by uploading a file directly in Literature screen. For
more information, see the section about literature in Siebel Applications Administration Guide.
This task is a step inProcess of Setting Up Siebel E-Commerce on page 19.
T o se t u p a c o n t e n t m a n a g e m e n t s y s t e m f o r S i e b el E- Co m m e r ce
1 Set up a content management system, define its root location, and add product content.
Note the URLs of the content you add.
2 In the Siebel Business Application, add the content to the Literature list:
a Navigate to Administration - Document, Literature.
b Add a new record and complete the necessary fields. Some fields are described in the followingtable.
3 Enter values for the following read-only application settings:
CONTENT_MGMT_WEBDAV_URL. The URL of the WebDav content management system used
by Siebel E-Commerce.
CONTENT_MGMT_ADAPTER. The adaptor for the content management system.
Field DescriptionName Enter a name for the literature item. If nothing is entered in the
Description field, this name is displayed to the customer in Siebel
E-Commerce.
Description Enter a description of the literature item to be displayed to the
customer in Siebel E-Commerce.
File Name Specify the path and name of the file containing this l iterature
item. The path should be relative to the URL of the Content
Management System that you entered in Step 1.
Literature Type Select the literature type.
Internal Deselect this checkbox.
Product Select the product that this literature item is associated with.
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CONTENT_MGMT_PASSWORD. The password passed to the content management system.
CONTENT_MGMT_USERNAME. The user name passed to the content management system.
For more information, seeManaging Read-Only Application Settings on page 65.
Customizing Email Notifications for Siebel E-Commerce
Siebel E-Commerce sends an email notification to a user when the status of that users order is
changed to Confirmed or Shipped. Notifications of other events are also sent, for example, when the
orders of B2B customers are approved or rejected.
This task is a step inProcess of Setting Up Siebel E-Commerce on page 19.
To customize notifications for Siebel E-Commerce, perform the following tasks:
Setting Up Communications Driver Profiles on page 27.
Modifying Email Workflows on page 27.
Modifying Email Templates on page 27.
For information on creating notifications, see Siebel Communications Server Administration Guide
and Siebel Applications Administration Guide.
Setting Up Communications Driver ProfilesCommunications drivers send messages. They are accessed using communications driver profiles,
which set parameters that can override those of the driver. Communications drivers are part of the
Siebel E-Commerce application. Profiles are created in the Communications Drivers and Profiles view
under the Communications Administration screen. For information about setting up communicationsdriver profiles, see Siebel Communications Server Administration Guide.
Modifying Email WorkflowsWorkflows control notifications in Siebel E-Commerce. You can modify existing workflows and create
new ones. For more information about Siebel E-Commerce workflows for email notifications, see
Siebel Self-Service Applications Registration and Notification Workflows on page 135. For more
information about defining rules to enable automatic email notification, see Siebel Business Process
Framework: Workflow Guide.
Modifying Email TemplatesTemplates provide the content for automated messages, such as confirmations of orders being placed
and shipped.
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T o m o d i f y a n e m a i l t e m p l a t e
1 In your Siebel employee application, navigate to Administration - Communications, AllTemplates.
The Templates view appears.
2 Select a templatefor example, Order Confirmation.
3 Make modifications to the template records Text field.
You can also copy and paste available substitutions, such as [Street Address].
4 Click the Template Items tab to attach preformatted files to the template content, such as astandard header or footer.
Integrating Siebel E-Commerce with CyberSource toAllow Credit Card Payments
To enable Siebel E-Commerce to accept credit card payments, you must integrate it with
CyberSource Internet Commerce Suite.
You integrate Siebel E-Commerce with CyberSource in the same way that you integrate Siebel eSales
with CyberSource. For more information, see the section about CyberSource integration in Siebel
eSales Administration Guide.
Setting Up Hot Offers for Siebel E-Commerce
The Hot Offers panel of Siebel E-Commerce recommends products to customers. If you have enabledthis functionality, this panel appears whenever the customer is browsing products.
Oracle Real-Time Decisions for Siebel E-Commerce (Oracle RTD) determines which offers are
displayed in the Hot Offers panel, combining both rules and predictive analytics to provide
recommendations to customers. Oracle RTD determines which offers are displayed in this panel
based on:
Past Behavior.Oracle RTD uses the Customer Id of the current customer to look up more
information about the customer. It prioritizes its recommendations based not only on the
customers own behavior, but also on behavior of other customers with similar profiles. For
example, if this customer is in a particular state or region, and many customers in this state or
region are buying a given product, then the Hot Offers panel is more likely to display that product
as a recommendation for this customer. This feature does not apply to anonymous users, since
Oracle RTD does not have the needed information about them.
Current Behavior.Oracle RTD tracks the current behavior in a session for all application users,
whether they are customers or anonymous users. Oracle RTD uses the current selections that
the user is making at the site to help set the priority of recommendations. As the user browses
products, Oracle RTD gives higher priority to hot offers that include products and categories that
the user has browsed during the current visit.
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Product Categories and Hierarchy.The deploying company can group the hot offers into
categories. Oracle RTD can use these categories to relate the offers to the products browsed, and
to any product hierarchy to which these products belong. For example, you can group your
electronic products together, so that Oracle RTD will display lists of electronic products in the HotOffers panel, rather than displaying unrelated products, such as bicycles, in the same list with
electronic products. You group hot offers into categories using choice groups, as described in the
Oracle RTD Applications documentation.
NOTE: The Hot Offers panel currently supports only English (ENU).
Overview of Installation and Setup of Hot OffersTo install and set up Hot Offers, you must do the following:
Install the Oracle RTD Platform.For more information, see the Oracle RTD Platform
documentation.
Install the Oracle RTD for Siebel E-Commerce application.For more information, see the
Oracle RTD Applications documentation.
Perform the following setup tasks:
Setting Parameters in the Properties File on page 29
Creating Promotions in the Siebel Business Application on page 30
Exposing Integration Points (Optional) on page 31
Creating Eligibility Rules (Optional) on page 31
Setting Up Other Configurations (Optional) on page 31
Making Any Needed Changes in the Oracle RTD Inline Service (Optional) on page 32
Setting Parameters in the Properties FileTo enable the Hot Offers panel and to point to the RTD server, you must set parameters in a
properties file.
T o se t p a r a m e t e r s f o r h o t o f f e r s
1 With a text editor, edit the filesrc\oracle\apps\ss\base\model\resources\SelfServiceConfiguration.properties
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2 Set the values of the property parameters described in the following table:
Creating Promotions in the Siebel Business ApplicationA hot offer is a promotion that you create in your Siebel Business Application.
When the user clicks the Find Out More link for the Hot Offer, the Promotions Details page for that
promotion appears.
As the first step in setting up Hot Offers, you must create the promotions that you want to appear
as hot offers. For more information about creating promotions in Siebel Business Applications, see
Siebel Pricing Administration Guide.
Parameter Description
ENABLE_RTD A Boolean value specifying whether the Hot Offers panel is
enabled or disabled.
HTTP1.type The type of the named endpoint. Only HTTP is supported at
this time.
An endpoint is an association between a binding and a network
address, specified by a URL, that may be used to communicate
with an instance of a service. In this case, the endpoint
specifies the RTD host and port through the http protocol.
HTTP1.url A URL specifying the HTTP host and the port of the server's
HTTP endpoint. The default endpoint is http://localhost:8080.
appsCacheDirectory A fi le URL identifying a writable directory into which the cl ient
component may save the configuration information that it gets
from the server. If this property is set, the directory must
already exist.
timeout Timeout interval, in milliseconds, of the original attempt to
contact the RTD server during the client (E-Commerce)
components initialization. After connecting to the RTD server,
requests sent by the client uses the RTD servers timeout
interval, which is configured through the Oracle RTD JMX
MBean property, IntegrationPointGuaranteedRequestTimeout.
RTD_ITEMS_PER_BIN The number of offers displayed in the Hot Offers panel.
RTD_INLINE_SERVICE_NAME The name of the inline service that this E-Commerceapplication connects to get hot offers.
UseEndpointsInOrder A comma-separated list of endpoint names, indicating the
order in which the endpoints are tried when establishing an
initial connection to the server cluster during the Smart
Client's initialization.
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Exposing Integration Points (Optional)Without configuration, the following integration points are exposed and called by the self-service
application:
Informants
Initial Context
Update Customer Profile
Presented Offers
Offer Clicked
Close Session
Advisor
Get Promotions
The deploying company can extend these integration points if required or add new integration points.
If new integration points are added, the code would need to be modified to call the new integration
point.
This task is not required. The deploying company could just use the integration points provided with
the product.
Creating Eligibility Rules (Optional)Hot Offers are only displayed to customers who are eligible to buy them. For example, some offers
may only be available to B2B customers and not to B2C customers, or some offers may be available
only to premium customers.
You can create two types of eligibility rules for Hot Offers:
Siebel Eligibility Rules.These rules are recommended because they are simpler to create.
Before being displayed to a given customer, the list of Hot Offers is run through the Siebel
eligibility filter, and if the customer is not eligible to buy an offer, that offer is not displayed.
Eligibility rules that you have already created in your Siebel Business Application also apply to
Hot Offers. For information on creating eligibility rules in Siebel Business Applications, see Siebel
Product Administration Guide.
Oracle RTD Eligibility Rules.These rules can be used in cases when you want more complex
and powerful rules. Oracle RTD eligibility rules change the priority score that determines whether
a Hot Offer is displayed, while Siebel eligibility rules absolutely prevent a Hot Offer from being
displayed to any user who is not eligible. For information on creating Oracle RTD eligibility rules,
see the Oracle RTD Platform documentation.
Setting Up Other Configurations (Optional)Other configurations of Oracle RTD that are useful for Siebel E-Commerce are described in the Oracle
RTD Applications documentation. To see whether any of these configurations applies to your business
model, see the Oracle RTD Applications documentation.
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Making Any Needed Changes in the Oracle RTD Inline Service(Optional)You may want to make additional changes to the Oracle RTD for Siebel E-Commerce Inline Service,
such as changing the promotion groupings or mapping additional customer attributes. For
information about modifying the Inline Service, see the Oracle RTD Applications documentation.
Tasks for Configuring the Contact UsFeaturesThe following topics describe the setup tasks for the features that allow users to contact the
deploying company through the Siebel Self-Service Applications:
Specifying the Recipient Email Address on page 32
Specifying the Email Subject Format on page 33
Setting Up Chat for Siebel E-Commerce on page 34
Setting up automatic email response by doing one of the following:
Setting Up Siebel Email Response on page 35
Setting Up Contact Center Anywhere Email Response on page 36
Specifying the Recipient Email Address
To specify the email address to which your Siebel Self-Service Applications send emails that are
directed by users to your company on the Web, follow this procedure.
This task is part ofTasks for Configuring the Contact Us Features on page 32.
T o s p e ci f y t h e r e c ip i e n t e m a i l a d d r e s s
1 Confirm that the default SMTP profile has been set.
For more information about the SMTP profile, see the email chapter in Siebel Communications
Server Administration Guide.
2 Set the target email address by performing the following steps:
a Navigate to the following directory:
/j2ee/home/applications//ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/
Where is the location where the Oracle Application server is installed,
and / is Siebel Self-Service Applications context. For example:
/u01/OracleAS1013/j2ee/home/applications/SelfService/ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/
b In a text editor, open the SelfServiceConfiguration.properties file.
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c Set the SERVICE_EMAIL_ADDRESSproperty.
For more information about this setting, navigate to the read-only Application settings and
see the description of the setting.
d Save and close the SelfServiceConfiguration.properties file.
Specifying the Email Subject Format
To specify the Subject l ine format of emails that are directed by users to your company through your
Siebel Self-Service Applications, follow this procedure.
This task is part ofTasks for Configuring the Contact Us Features on page 32.
T o sp e c i f y t h e em a i l su b j e c t f o r m a t
1 Navigate to the following directory:
/j2ee/home/applications//ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/
Where is the directory in which your Oracle application server is installed,
and / is the Siebel Self-Service Applications context. For example,
/u01/OracleAS1013/j2ee/home/applications/SelfService/ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/
2 In a text editor, open the SelfServiceConfiguration.properties file.
3 Set the EMAIL_SUBJECT_FORMAT property to one of the following values:
NPS
NSP
PNS
PSN
SNP
SPN
Where the characters stand for the settings listed in the following table:
The default value is SNP. This gives emails sent through Siebel Self-Service Applications a subject
in this format:
Character Stands For
S Actual Subject entered in the email form
N FullName entered in the email formP PhoneNumber entered in the email form
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--
For example,
printer issue-john smith-123 456 7890
4 Save and close the SelfServiceConfiguration.properties file.
Setting Up Chat for Siebel E-Commerce
To set up Siebel Chat to work with your Siebel Self-Service Applications, you must complete the
Siebel Chat setup tasks in Siebel Business Applications. The most essential tasks for connecting it to
your Siebel Self-Service Applications are listed in this topic. Additionally, you must connect to the
Siebel Chat instance from Siebel Self-Service Applications.
This task is part ofTasks for Configuring the Contact Us Features on page 32.
T o s e t u p C h a t f o r S ie b e l E- Com m e r c e
1 Follow the Siebel Chat setup procedures in Siebel Business Applications. The most essential setuptasks for Siebel Self-Service Applications are as follows:
Setting Up Chat Communications Configuration
Configure your Oracle Contact Center Anywhere driver, add agents to the Chat
communications configuration, configure Chat routing. Create a profile and add profile
parameters for your Chat communications configuration.
Setting Up Chat Parameters and Routing
Configure the routing of Siebel Chat data, including a default language, default project,organization, route key, and route value.
Setting Up Chat System Preferences
Define the system preferences for Siebel Chat, including a default company alias.
For more information about chat setup procedures, see the chapter on installing Siebel Chat in
Siebel Chat Guide.
2 Modify your Siebel Self-Service Applications configuration parameters to connect with SiebelChat by performing the following steps:
a Navigate to the following directory:
/j2ee/home/applications//ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/
Where is the location where the Oracle Application server is installed,
and / is Siebel Self-Service Applications context. For example,
/u01/OracleAS1013/j2ee/home/applications/SelfService/ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/
b In a text editor, open the SelfServiceConfiguration.properties file.
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c To enable chat in your Siebel Self-Service Applications, set the ENABLE_CHAT property to Y.
For more information about this setting, seeEnabling or Disabling Application-Specific
Features on page 45.
d Set the CHAT_URL property to a URL pointing to a valid Oracle Contact Center Anywhereinstallation.
For more information about this setting, navigate to the read-only Application settings and
see the description of the setting.
e Save and close the SelfServiceConfiguration.properties file.
Setting Up Siebel Email Response
To help manage and respond to high volumes of incoming email that might result from deploying a
Siebel Self-Service Applications Web site, Oracles Siebel Email Response works with Siebel Self-Service Applications to automatically reply to various user communications with tailored standard
responses. Siebel Self-Service Applications will automatically notify users through standard emails
when certain events occur. Your Siebel Self-Service Applications supports the following notifications:
Business-to-consumer welcome notification.The application sends a user this email when
she registers for an individual account.
Business-to-business primary welcome notification.The application sends a user this email
when she registers as the primary user for an organization account.
Business-to-business secondary welcome notification.The application sends a user this
email when she registers as a secondary user for an organization account.
Reset password notification.The application sends a user this email when the user resets the
password.
Approval notification.The application sends a secondary user this email when a primary user
approves her request to be added to an account.
Rejection notification.The application sends a secondary user this email when a primary user
rejects her request to be added to an account.
Service request status change notification.When an SR is updated, the application sends
this email to the SRs associated contact.
For more information about setting up, configuring, and activating Siebel Email Response, see Siebel
Email Response Administration Guide.
This task is part ofTasks for Configuring the Contact Us Features on page 32.
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3 Associating Resolution Documents with Solutions on page 38
4 Associating Related Solutions with a Solution on page 38
5 (Optional) Adding a File Format to the Knowledge Base Display on page 39.
Setting Up the Knowledge Base-Related LOV
To prepare to designate KM solutions on the Siebel Business Applications side for display in Siebel E-
Commerce, you must set up a list of values (LOV) of document types into which to categorize the
KM solutions. These values will appear on the Solutions Administration view, as choices in the Type
field.
These LOV values must correspond to the document types that you want to display in Siebel E-
Commerce. For more information about setting up LOVs, see the chapter on working with lists of
values in Siebel Applications Administration Guide.
This task is part ofProcess of Setting Up Siebel E-Commerce with Siebel Solutions on page 36.
Creating Solutions
Knowledge base articles displayed in Siebel E-Commerce consist of Siebel Solutions records in your
companys Siebel Business Application. To prepare knowledge base articles (that is, Siebel Solutions
records) for display in Siebel E-Commerce, you must create Siebel Solutions records, then add them
to the Siebel E-Commerce knowledge base catalog, and finally associate them with catalog
categories.
NOTE: In Siebel E-Commerce, the category for a solution is not exposed in the Web service.
To create solutions in your Siebel Business Application, follow this procedure.
This task is part ofProcess of Setting Up Siebel E-Commerce with Siebel Solutions on page 36.
T o c r e a t e a s o l u t i o n
1 In your Siebel Business Application, navigate to Administration - Solution, Solutions.
2 Add a new record and complete the fields. Some fields are described in the following table.
Field Comments
Name Display name for the solution.
FAQ If this solution is a frequently asked question (FAQ), copy the Name into this
field.
Description Enter the FAQ answer or text of the solution. Text is limited to 2 KB.
Publish External To make the solution available to Siebel E-Commerce, select this check box.
Status To make the solution available to Siebel E-Commerce, select Final.
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Associating Resolution Documents with Solutions
If appropriate, you can associate external documents that may contribute additional useful
information to a selected solution. These are displayed as document attachments to solutions inSiebel E-Commerce.
This task is part ofProcess of Setting Up Siebel E-Commerce with Siebel Solutions on page 36.
T o a ss o c ia t e a r e s o lu t i o n d o c um e n t w i t h a s o lu t i o n
1 In your Siebel Business Application, navigate to Administration - Solution, Solutions.
2 Select a solution to which you want to add a resolution document, and drill down on its Namefield hyperlink.
3 Click the Resolution Documents view tab and click New.
4 In the Add Resolution Document dialog box, select the document you want to associate and clickAdd.
Associating Related Solutions with a Solution
If appropriate, you can associate additional solutions that may contribute additional useful
information to a selected solution. These are displayed as related solutions in Siebel E-Commerce.
This task is part ofProcess of Setting Up Siebel E-Commerce with Siebel Solutions on page 36.
T o a s so c i a t e r e la t e d s o l u t i o n s w i t h a s o l u t i o n
1 In your Siebel Business Application, navigate to Administration - Solution, Solutions.
2 Select a solution to which you want to add related solutions, and drill down on its Name fieldhyperlink.
3 Click the Related Solutions view tab and click New.
4 In the Add Solution dialog box, select the solution you want to associate and click OK.
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(Optional) Adding a File Format to the Knowledge BaseDisplay
By default, Siebel E-Commerces knowledge base can display files with the formats listed in Table 5.
Table 5. MIME Types in the Knowledge Base
Extension MIME Type
.avi video/x-msvideo
.bin application/octet-stream
.c text/plain
.cc text/plain
.css text/css
.doc application/msword
.exe application/octet-stream
.gif image/gif
.htm text/html
.html text/html
.jpeg image/jpeg
.jpg image/jpeg
.pdf application/pdf
.ppt application/vnd.ms-powerpoint
.swf application/x-shockwave-flash
.txt text/plain
.vsd application/x-visio
.wav audio/wav
.wav audio/x-wav
.wma audio/x-ms-wma
.wmv video/x-ms-wmv
.xls application/vnd.ms-excel
.xml application/xml
.xml text/xml
.zip application/x-zip-compressed
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Optionally, you can add any kind of file to the knowledge base display. To add a fi le format to the
Siebel E-Commerce knowledge base display, follow this procedure.
This task is part ofProcess of Setting Up Siebel E-Commerce with Siebel Solutions on page 36.
T o a d d a f i le f o r m a t t o t h e k n o w l ed g e b a s e d is p la y
1 Navigate to the following directory:
/j2ee/home/applications//ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/
Where is the location where the Oracle Application server is installed, and
/ is Siebel Self-Service Applications context. For example,
/u01/OracleAS1013/j2ee/home/applications/SelfService/ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/
2 In a text editor, open the MIMEMap.properties file.
3 For each additional file type that you want the knowledge base to display, add a line mapping itsextension to its MIME type.
For example, to add the capacity to launch SBK files from the knowledge base, enter this line:
.sbk=application/x-tbook
As another example, to add the capacity to launch MP3 files from the knowledge base, enter this
line:
.mp3=audio/mpeg3
4 Save and close the MIMEMap.properties file.
5 Restart the application server.
Process of Setting Up BackgroundApplication FunctionsIn addition to setting up application-specific functionality, you must set up certain processes and data
that apply to all functionality. These operations are described in the following topics:
Activating the Self-Service Web Services on page 41
Confirming the Self-Service Workflows Are Running on page 41
Activating Siebel Search on page 42
Adding a Responsibility and Assigning Permissions on page 42
Configuring the State Field for Addresses on page 44
Adding Accounts to a Self-Service Organization on page 45
Enabling or Disabling Application-Specific Features on page 45
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Activating the Self-Service Web Services
A Web serviceis a discrete piece of business logic, located on the Internet, which is accessible
through Internet protocols. It is distinguished by the following characteristics:
Specified using Web Services Description Language (WSDL)
Transported by SOAP (an XML-based transport protocol)
Contains data represented in XML and defined by an XML Schema
Siebel Business Applications support both inbound and outbound Web services. Inbound Web
servicesallow external clients to access the data in Siebel Business Applications. Outbound Web
servicesallow Siebel applications to make requests to external applications.
Siebel Self-Service Applications use specific Web services to exchange data with Siebel Business
Applications and to use Siebel Business Applications as their back-end system. As part of the process
of setting up Siebel Self-Service Applications, you must activate those Web services.
For more information about activating a Web service and which Web services are specific to Siebel
E-Commerce, see Siebel Self-Service Application Deployment Guide. For details about the individual
Web services, see Siebel CRM Web Services Reference.
This task is part ofProcess of Setting Up Background Application Functions on page 40.
Confirming the Self-Service Workflows Are Running
You must make sure the Siebel Self-Service Applications-related workflows are running in Siebel
Business Applications, and start them if they are not.
NOTE: The workflows involved are workflow processes that are specific to your Siebel Self-Service
Applications. For more information about these workflows, see Chapter 10, Workflow Reference for
Siebel E-Commerce.
When you are doing Siebel Self-Service Applications-related setup tasks, when you do not get results
for the correct inputs in the application, or when an error message appears advising you to contact
your system administrator for setup issues, check whether the workflow processes are up and
running. To confirm whether a workflow is running, follow this procedure.
This task is part ofProcess of Setting Up Background Application Functions on page 40.
T o co n f i r m w h e t h e r a w o r k f l o w i s r u n n i n g
1 In your Siebel Business Application, navigate to Administration - Business Process, WorkflowProcesses.
2 In the Workflow Processes list, query for the workflow you want to check.
If the workflow is running, the value in its Status field is Active.
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To activate a workflow in your Siebel Business Application if the workflow has failed, follow this
procedure.
NOTE: You can also publish and activate workflows in Siebel Tools. For more information about
managing workflows in Siebel Tools, see the chapter on creating workflow processes and tasks in
Using Siebel Tools.
T o a ct i v a t e a w o r k f l o w
1 In your Siebel Business Application, navigate to Administration - Business Process, WorkflowDeployment.
2 In the Repository Workflow Processes list, query for the workflow that you want to activate.
For example, to find the Branch Locator workflow, query for the workflow record whose Name is
Service Branch Locator Process.
3 With the workflow selected, click Activate.
4 To make sure the workflow process is active in the Active Workflow Processes list, query for theworkflow and confirm that its Deployment Status is Active.
For more information about activating Siebel workflows for Siebel Self-Service Applications, see
Siebel Self-Service Application Deployment Guide.
Activating Siebel Search
You must activate Oracles Siebel Search to allow Siebel E-Commerce to search for products in the
catalogs.
For more information about activating Siebel Search, see Siebel Search Administration Guide.
This task is part ofProcess of Setting Up Background Application Functions on page 40.
Adding a Responsibility and Assigning Permissions
Your Siebel Business Application includes a set of user responsibilities. Siebel Self-Service
Applications come with a predefined set of user permissions designed to work with responsibilities
in Siebel Business Applications. In Siebel Self-Service Applications, each responsibility is associated
with a group of permissions. For more information about user responsibilities and permissions, see
About Self-Service Responsibilities and Permissions on page 74.You can create additional responsibilities in Siebel Business Applications, and assign permissions to
them in Siebel Self-Service Applications, according to the needs of your companys implementation.
If you want to create your own user responsibility and assign permissions to it, follow this procedure.
This task is part ofProcess of Setting Up Background Application Functions on page 40.
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T o a d d a r e s p o n s i b i l i t y a n d a s s ig n p e r m i s si o n s
1 Add a new responsibility by doing the following:
a In your Siebel Business Application, navigate to Administration - Application, Responsibilities.
b Create a responsibility.
c Navigate to Administration - User, Persons.
d Assign the new responsibility to the appropriate users.
For more information about creating responsibilities and assigning them to users, see the chapter
on configuring access control in Siebel Security Guide.
2 Assign a group of permissions to the new responsibility in Siebel Self-Service Applications bydoing the following:
a Navigate to the following directory:
/j2ee/home/applications/SelfService/ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources
b In a text editor or XML editor, open the AccessControl.xml file.
c Add an entry like the following to add the new responsibility and assign it a group of permissions:
New ResponsibilityNew ResponsibilityNew Responsibility
SS_UM_COMP_MANAGE_CONTACTSSS_UM_COMP_VIEW_ACCOUNTSSS_UM_COMP_VIEW_ADDR
SS_UM_COMP_MANAGE_ADDRSS_UM_COMP_VIEW_CONTACTSSS_UM_SELF_MANAGE_PROFILESS_UM_COMP_MANAGE_ENROLLMENTSSS_UM_COMP_VIEW_ENROLLMENTSSS_UM_COMP_VIEW_ALL_ACCOUNTSSS_UM_VIEW_ALL_ORDERSSS_PAYMENT_VIEW_ALL_PAYMENTSSS_UM_COMP_VIEW_ALL_SERVICE_REQUESTS
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Permissions Syntax and DefinitionsThe syntaxes and definitions of Siebel Self-Service Applications permissions are listed in Table 6.
Configuring the State Field for Addresses
Siebel Self-Service Applications display a State field on the address portion of registration pages. By
default, this field has an upper limit of 52 selections and a seeded pick list of two-letter U.S. state
codes. For deployments in countries other than the United States, you must reconfigure the field to
display the countrys provinces or departments in the pick list, and to allow for the appropriate
number of selections. You can reconfigure the State field by the following methods:
Allow more values in the State field LOV by modifying the Picklist State search specification in
Siebel Tools. For more information on modifying a search specification in Oracles Siebel Tools,
see 540278.1 (Doc ID) on OracleMetaLink3.
Constrain the State field LOV by the selection in the Country field. For more information on
constraining a list of values by the value of another field, see 530007.1 (Doc ID) on
OracleMetaLink3.
Edit or remove the State fields LOV record in the application, and create a new LOV. For more
information about configuring and constraining pick lists in Siebel Business Applications, see
Configuring Siebel Business Applications.
Table 6. Permission Codes and Descriptions
Permission Code Permission Description
SS_UM_SELF_MANAGE_PROFILE Managing personal profile
SS_UM_COMP_VIEW_ACCOUNTS Viewing accounts page
SS_UM_COMP_VIEW_ADDR Viewing corporate address page
SS_UM_COMP_MANAGE_ADDR Managing corporate addresses
SS_UM_COMP_VIEW_CONTACTS Viewing corporate contacts
SS_UM_COMP_MANAGE_CONTACTS Managing corporate contactsSS_UM_COMP_VIEW_ENROLLMENTS Viewing enrollment approvals
SS_UM_COMP_MANAGE_ENROLLMENTS Managing enrollment approvals
SS_UM_COMP_VIEW_ALL_ACCOUNTS Viewing all accounts in the company
SS_UM_VIEW_ALL_ORDERS Viewing all orders in the company
MERCHANT_SUPER_USER Performing super-user tasks for a company
SS_PAYMENT_VIEW_ALL_PAYMENTS Viewing all payments in the company
SS_UM_COMP_VIEW_ALL_SERVICE_REQUESTS Viewing all SRs for all accounts within a
specific company, including individual
accounts
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This task is part ofProcess of Setting Up Background Application Functions on page 40.
Adding Accounts to a Self-Service Organization
When a delegated customer administrator registers an organization in B2B Siebel Self-Service
Applications that your company has deployed, that organization appears as an account in your
company's Siebel Business Application. If that organization includes subordinate accounts, the
delegated customer administrator must contact your company and ask for those accounts to be
added to the organization.
As a sales representative, service representative, or administrator at the deploying company, you
fulfill this request by performing the following procedure.
This task is part ofProcess of Setting Up Background Application Functions on page 40.
T o a d d a c c o u n t s t o a s e l f - s er v i c e o r g a n i z a t i o n
1 In your Siebel Business Application, locate the registered organizations account record.
2 Designate the registered organization as a parent account.
3 Add the subordinate accounts as child accounts of that parent account.
Depending on whether the accounts that the delegated customer administrator requested
already exist in your company's Siebel Business Application, do one of the following:
Create the child accounts, then add them to the hierarchy.
Locate the existing accounts and add them to the hierarchy as child accounts.
The child accounts from the Siebel Business Application will appear in the Siebel Self-ServiceApplications as subordinate accounts associated with the registered organization.
For more information about creating accounts, see the chapter on accounts in Siebel Applications
Administration Guide. For more information about setting up account hierarchies, see the chapter on
global accounts in Siebel Applications Administration Guide.
Enabling or Disabling Application-Specific Features
You can enable or disable the Siebel E-Commerce-specific features, Siebel E-Support-specific
features, and Siebel Chat-specific features in your Siebel Self