siebel crm on demand - adminstration essentials - vol. 2 (student guide)

8/13/2019 Siebel CRM on Demand - Adminstration Essentials - Vol. 2 (Student Guide)

1/329

Siebel CRM On DemandAdministration Essentials

Volume II Student Guide

D44896GC21

Edition 2.1

July 2008

D55352


2/329

Copyright 2008, Oracle. All rights reserved.

Disclaimer

This document contains proprietary information and is protected by copyright andother intellectual property laws. You may copy and print this document solely for yourown use in an Oracle training course. The document may not be modified or altered inany way. Except where your use constitutes "fair use" under copyright law, you maynot use, share, download, upload, copy, print, display, perform, reproduce, publish,license, post, transmit, or distribute this document in whole or in part without the

express authorization of Oracle.

The information contained in this document is subject to change without notice. If youfind any problems in the document, please report them in writing to: Oracle University,500 Oracle Parkway, Redwood Shores, California 94065 USA. This document is notwarranted to be error-free.

Restricted Rights Notice

If this documentation is delivered to the United States Government or anyone usingthe documentation on behalf of the United States Government, the following notice isapplicable:

U.S. GOVERNMENT RIGHTSThe U.S. Governments rights to use, modify, reproduce, release, perform, display, ordisclose these training materials are restricted by the terms of the applicable Oraclelicense agreement and/or the applicable U.S. Government contract.

Trademark Notice

Oracle is a registered trademark of Oracle Corporation and/or i ts affiliates. Othernames may be trademarks of their respective owners.

Authors

Cheryl Dajczak

Ruth Kale-Fok

Anne Romano

Technical Contributors

and Reviewers

Fred Hebert

Gary King

Mike Lairson

Binh Le

Editor

Daniel Milne

Publishers

Joseph Fernandez

Michael Sebastian Almeida

Jothi Lakshmi


3/329

iii

Contents

I Course IntroductionLesson Agenda I-2Live Web Class I-3Chat I-4Survey or Poll Questions I-6Instructor and Class Participants I-7Public Chat I-8Logistics I-9Course Audience I-10Course Prerequisites I-11Course Goal I-12Course Methodology I-13Course Materials I-14Course Agenda I-15Summary I-19eAttendance I-20

1 Introduction to the Company Administrator RoleLesson Objectives 1-2Siebel CRM On Demand Implementations 1-3

Administrator Responsibilities 1-4 Activate Global Company Settings 1-5Set Up and Maintain Users 1-6Customize the Application 1-7Create Automatic Assignment Rules 1-8Import Data 1-9Ongoing Tasks and Maintenance 1-10

Administrator Resources 1-11 Administrator Homepage 1-12Demonstration 1-13Tips for Success 1-14Summary 1-15Lab 1-16

2 Company AdministrationLesson Objectives 2-2Company Administration Tasks 2-3Verify and Update Profile 2-4


4/329

iv

Company Profile 2-5Demonstration 2-6Verify Key Information 2-7Verify the Primary Contact 2-8Verify the Default Settings 2-9Default Settings: Language 2-10Default Settings: Locale 2-11Default Settings: Currency 2-12Default Settings: Time Zone 2-13Default Settings: Global Search Method 2-14Default Settings: Fiscal Year Begins 2-15Default Settings: Product Probability 2-16Default Settings: Inline Edit Enabled 2-17Default Settings: Message Center Enabled 2-18

Default Settings: Max # of Auditable Fields 2-19Individual User Default Settings 2-20Set Password Controls 2-21Define Company Password Policies 2-22Set Password Controls and Authentication Settings 2-23Demonstration 2-25Set IP Address Restrictions 2-26Survey 2-27

Activate Company Languages 2-28 Activate Languages to Support Employees 2-29

Company Languages Control 2-30User Default Language 2-31

Activate Currencies to Support Employees 2-32Set Up Currencies 2-33

Activating Currencies 2-34Defining Exchange Rates 2-36Exchange Rate Rules 2-37Demonstration 2-38Communicate and Monitor 2-39Communicate with Alerts 2-40Demonstration 2-41Create a Company Alert 2-42

Add Attachments to an Alert 2-43Monitor User Sign-In Activity 2-44Monitor User Resource Usage 2-45Tips for Success 2-46Summary 2-47Lab 2-48


5/329

v

3 Visibility and Access ControlLesson Objectives 3-2Record Type Access 3-3

Access Levels 3-4Visibility 3-7Visibility and Access Control Options 3-8Public Chat 3-9Visibility and Access Control Options 3-10Role Control Mechanisms 3-11User Role Assignment 3-16Demonstration 3-17Role Assignment 3-18Role Assignment: Determine Needs 3-19Examine Job Functions and Tasks 3-20

Determine Access 3-21Document Requirements 3-22Role Assignment: Plan Record Access 3-23Record Type Access 3-24

Access Profiles 3-25 Associating Access Profiles to Roles 3-26Public Chat 3-27Owner Access 3-28Default Access 3-29Role Assignment: Plan Privileges 3-30

Privileges 3-31Role Assignment: Plan Tab Access 3-32Plan Tab Access 3-33Evaluation #1 3-34Evaluation #2 3-35Evaluation #3 3-36User Setup 3-37Tips for Success 3-38Summary 3-39Lab 3-40

4 Manager VisibilityLesson Objectives 4-2Visibility and Access Control Options 4-3Manager Visibility 4-4What Does Manager Visibility Do? 4-5How Is Manager Visibility Enabled? 4-6


6/329

vi

Sales Team Reports to Joan Williams 4-7Service Team Reports to Cheryl Smith 4-8Cheryl Smith Reports to Michael Wright 4-9Management Reports to Ethan Phillips 4-10Role Assignment and Manager Visibility 4-11Manager Visibility Controls Access 4-13Team-Focused Visibility 4-14Regional Manager Role 4-15Demonstration 4-16Evaluation 4-17Summary 4-19

5 Team Sharing and Group AssignmentLesson Objectives 5-2

Visibility and Access Control Options 5-3Team-Record Sharing 5-4

Account, Contact, and Opportunity Teams 5-5Demonstration 5-6Group Assignment 5-7What Does Group Assignment Do? 5-8How Is Group Assignment Enabled? 5-9Delegated Users 5-10Other Access Control: Delegated Users 5-11Tips for Success 5-12Summary 5-13

6 Role SetupLesson Objectives 6-2User and Role Setup Tasks 6-3Role Setup: Edit or Create Access Profiles 6-4

Access Profiles 6-5 Access Profile Step 1 6-6 Access Profile Step 2 6-7Related Information Access Levels 6-8Demonstration 6-11Role Setup: Edit or Create Roles 6-12Make the Roles Fit Your Users Needs 6-13

Assign a Role to a User 6-14Editing, Copying, and Creating Roles 6-15Demonstration 6-16Role Management Wizard Step 1 6-17


7/329

vii

Role Management Wizard Step 2 6-18Role Management Wizard Step 3 6-19Role Management Wizard Step 4 6-20Role Management Wizard Step 5 6-21Role Management Wizard Step 6 6-22Role Management Wizard Step 7 6-23Role Management Wizard Step 8 6-24Discussion 6-25Tips for Success 6-26Summary 6-27Lab 6-28

7 User SetupLesson Objectives 7-2

User and Role Setup Tasks 7-3User Setup: Create User Profiles 7-4Check User Licenses 7-5Enter User Details 7-6Poll 7-7Enter User Details: New User Button 7-8Enter User Details: Quick Add Button 7-9Demonstration 7-10Enter User Details: User Import 7-11User Setup: Maintain Users 7-12Sales Quotas 7-13To Set Up a Quota 7-14Demonstration 7-15Update User Details 7-16Tips for Success 7-17Summary 7-18Lab 7-19

8 Book of BusinessLesson Objectives 8-2Visibility and Access Control Options 8-3Books of Business 8-4What Is Book of Business? 8-5Book of Business Example: Territories and Products 8-6Book of Business Example: Territories and Products 8-7Book of Business with Other Access Features 8-8Book of Business Setup 8-9


8/329

viii

Book of Business Hierarchy 8-11Plan the Book of Business Hierarchy 8-12Create a Book of Business Hierarchy 8-13Demonstration 8-14Book of Business Setup 8-15Updating Access Profiles 8-16

Associating Users with Books 8-17User Delegation 8-18Demonstration 8-19Book of Business Setup 8-20Look In Selector 8-21Displaying the Look In Selector 8-22Using the Look In Selector 8-23Demonstration 8-24

Book of Business Setup 8-25 Associating Records with Books 8-26Batch Assign a List of Records 8-27Use Workflow to Assign Records 8-29Demonstration 8-30Tips for Success 8-31Summary 8-32Lab 8-33

9 Customizing FieldsLesson Objectives 9-2Poll 9-3Customizations 9-4Customize Siebel CRM On Demand 9-5Prepare for Customizing CRM On Demand 9-6Custom Field Setup Template 9-7Document Required Customizations 9-8Demonstration 9-9Public Chat 9-10

Customize Fields 9-11Field Administration 9-12Rename Existing Fields 9-13Indexed Fields 9-14

Add New Custom Fields 9-15Field Types 9-16

Adding Custom Picklist Values 9-17Modifying Picklist Values 9-18


9/329

ix

Linking Picklists 9-19 Add Custom Multi-Select Picklists 9-20Public Chat 9-21Web Link Fields 9-22Configuring Web Links 9-23Characteristics of Custom Fields 9-24Demonstration 9-25Customize Field Defaults 9-26Set Default Value 9-27Default Value Expressions 9-28Expression Builder 9-29Post Default and Validation 9-30Demonstration 9-31Other Changes 9-32

Changing Record Type Names and Icons 9-33Demonstration 9-34Customizing Lead Conversion 9-35Lead Conversion Mapping 9-36Demonstration 9-37Tips for Success 9-38Summary 9-39Lab 9-40

10 Customizing Page LayoutsLesson Objectives 10-2Poll 10-3Customize Siebel CRM On Demand 10-4Prepare for Customizing CRM On Demand 10-5Document Required Customizations 10-6Custom Page Layout Template 10-7Homepage Layout Template 10-8Search Layout Template 10-9Example: Customizing the Page Layout 10-10

Demonstration 10-11Public Chat 10-12Customize Fields 10-13

Administering Page Layouts 10-14Page Layout Wizard 10-15Demonstration 10-16Step 1: Specify the Layout Name and Role 10-17Step 2: Specify Field Attributes 10-18


10/329

x

Step 3: Specify Field Placement on the Page 10-19Specifying Field Placement 10-20Step 4: Set Display Order for Linked Records 10-21Renaming Page Sections 10-22Dynamic Page Layouts 10-23Creating Dynamic Layouts 10-25Demonstration 10-26Creating Dynamic Layouts: Step 1 10-27Creating Dynamic Layouts: Step 2 10-28Customize Page Layouts 10-29

Activating Layouts for a Role 10-30Demonstration 10-31Other Changes 10-32Creating Search Layouts 10-33

Demonstration 10-34Creating Search Layouts: Step 1 10-35Creating Search Layouts: Step 2 10-36Creating Search Layouts: Step 3 10-37

Activate Search Layouts for Roles 10-38Creating Homepage Layouts 10-39Demonstration 10-40Creating Homepage Layouts: Step 1 10-41Creating Homepage Layouts: Step 2 10-42

Activate Homepage Layouts for Roles 10-43

List Access and Order 10-44Customize Audit Trails 10-45Tips for Success 10-47Summary 10-49Lab 10-50

11 Extending the ApplicationLesson Objectives 11-2Poll 11-3

Customizations 11-4Extend Siebel CRM On Demand 11-5Web Applets 11-6Custom Web Applets 11-7Configuring Web Applets: Record Type Web Applets 11-8Configuring Web Applets: Global Web Applets 11-9Demonstration 11-10Public Chat 11-11


11/329

xi

Web Tabs 11-12Custom Web Tabs 11-13Configuring Web Tabs 11-14Demonstration 11-15Custom Objects 11-16Custom Objects (Record Types) 11-17Setting Up Custom Objects 11-18Custom Object Fields 11-20Specialized Custom Object Fields 11-21Demonstration 11-22Tips for Success 11-23Summary 11-24Lab 11-25

12 Product AdministrationLesson Objectives 12-2Products 12-3

Assets 12-4Poll 12-5Managing Content 12-6Set Up Product Categories 12-7Organize Product Categories 12-8Create Product Categories 12-9Product Hierarchies 12-10Product Categories 12-11Create Product Lists 12-12Compile Company Product Information 12-13Create a Product List 12-14Considerations for Products 12-15Demonstration 12-16Customize Product Pages 12-17Product Attributes 12-18Customizing Product-Related Pages 12-19

Administering Products and Assets 12-20Demonstration 12-21Customizing Product Administration Fields 12-22Customizing Product and Asset Pages 12-23Customizing Product and Asset Layouts 12-24Tips for Success 12-25Summary 12-26Lab 12-27


12/329


13/329


14/329

xiv

Estimating Probabilities 15-7Expected Revenue Calculation 15-8Public Chat 15-9Pipeline Analyses 15-10Forecasts 15-11Sales Methodology Administration 15-12Define the Sales Methodology 15-13Defining Your Sales Methodology 15-14Create Sales Categories 15-15Modifying Sales Processes 15-16Demonstration 15-17Modifying Sales Stages 15-18

Add New Sales Stages 15-19Linking Processes to Opportunity Types 15-20

Linking Processes to Sales Roles 15-21Define Additional Fields 15-22 Additional Required Fields 15-23Example: Sales Stage Required Fields 15-24Create Sales Process Coach Steps 15-25Sales Rep: Sales Process Coach 15-26

Administration: Process Coach Steps 15-27Demonstration 15-28Create Automated Tasks 15-29Sales Rep: Automated Tasks 15-30

Administration: Automated Tasks 15-31 Add Useful Related Resources 15-32 Adding Useful Resources 15-33Create Assessments Scripts 15-34Tips for Success 15-35Summary 15-36Labs 15-37

16 Workflow

Lesson Objectives 16-2Workflow 16-3What Is Workflow? 16-5Workflow Parts 16-6Workflow Actions 16-7Siebel Query Language 16-8Public Chat 16-9Workflow 16-10


15/329


16/329


17/329


18/329


19/329


Extending the Application


20/329Siebel CRM On Demand Administration Essentials 11 - 2


Lesson Objectives

After completing this lesson you should be able to:

Create a custom Web applet Create a custom Web tab Set up a custom object

Why you need to know: External data from other sites is often necessary for your

business, and accessing that external data from On Demandis very efficient.

Custom objects allow you to augment the existing types ofrecords in On Demand to meet your requirements.


21/329


22/329




Extend Siebel CRM On Demand

Custom

Objects

Custom

Objects

Rename a custom object. Configure its fields and layouts. Associate it with a role.

Rename a custom object. Configure its fields and layouts.

Associate it with a role.

Create a Web applet. Add the applet to a layout. Create a Web applet. Add the applet to a layout.

Create a Web tab. Associate a Web tab with a role. Create a Web tab. Associate a Web tab with a role.Web TabsWeb Tabs

WebApplets

WebApplets




Web Applets


WebApplets

WebApplets




Custom Web Applets

Use to embed other applications into record homepages,

record Detail pages, My Homepage, and Action Bars. For example:

Indicate the URL, HTML, or RSS feed to access the otherapplication.

Pass information from selected user profile or record fields asa parameter, if needed.

For custom Web applets onDetail or record homepages,

add to layouts; can allowcertain roles accessand not others.

Custom Webapplet

Account Name

passed to applet

TipSome Web sites require full control of the browser. Such Web sites may not be displayed

properly in a custom Web applet because they will not remain in the content area of the OnDemand application.


26/329




Configuring Web Applets: Global Web Applets

Create a global Web applet for

My Homepage or the ActionBar. Specify the same information

as for the Custom Web Applet. Not associated with a role or

page layout Users can add applets to My

Homepage or the Action Bar.

Create a Global Web AppletAdmin > Application Customization > Global Web Applets




Demonstration

Creating a Web Applet


29/329


30/329




Custom Web Tabs

Use to embed other applications into the On Demand content

area. Indicate the URL to access the other application. Pass information from selected user profile fields as a

parameter in the URL, if needed.

Custom Web tab

TipSome Web sites require full control of the browser. Such Web sites cannot be displayed properlyin a Custom Web tab because they will not remain in the content area of the On Demandapplication.


32/329




Demonstration

Custom Web Tabs




Custom Objects

Custom

Objects

Custom

Objects

Rename a custom object. Configure its fields and layouts. Associate it with a role.

Rename a custom object. Configure its fields and layouts.

Associate it with a role.


Create a Web tab. Associate a Web tab with a role. Create a Web tab. Associate a Web tab with a role.Web TabsWeb Tabs

WebAppletsWeb

Applets


35/329


36/329


37/329


38/329


39/329


40/329


41/329


42/329


43/329


44/329


45/329


46/329


47/329


48/329


49/329




Managing Content

Customize

ProductPages

Customize

ProductPages

Customize product fields.

Arrange Opportunity Productand Account Asset page layouts.

Customize product fields.

Arrange Opportunity Productand Account Asset page layouts.3

Set UpProduct

Categories

Set UpProduct

Categories

Organize products into groups. Create product categories in the

application.

Organize products into groups. Create product categories in the

application.1

CreateProduct

Lists

CreateProduct

Lists

Compile product information. Add product records to create a

product list.


product list.

2


51/329


52/329


53/329


54/329


55/329




Create Product Lists

Organize products in groups. Create product categories in the

application.

Organize products in groups. Create product categories in the

application.

CreateProduct

Lists

CreateProduct

Lists


product list.


product list.

1

2

Set UpProduct

Categories

Set UpProduct

Categories


57/329


58/329


59/329


60/329


61/329




Product Attributes

The Product Revenue page describes the relationship between

a product and a specific opportunity. Some attributes are inherited from the product catalog when

a sales user adds a product to an opportunity. Other product attributes are specific to the opportunity.

Opportunity

Product 1 Product Name Quantity Product Category Purchase Price Part # Status Type

Revenue Start/Close Date Frequency # of Periods Sales Stage Probability

Expected Revenue

Product 2

Fromproductcatalog

Industry EditionsThis information also applies to the Account Revenue and Contact Revenue pages, which areavailable with some Industry Editions of Siebel CRM On Demand.


63/329


64/329




Demonstration

Customizing Fields for Product, Asset, and Product

Administration Areas


66/329




Customizing Product and Asset Pages

Use the Product and Asset Field Setup pages to make changes

to fields displayed on the Product Revenue and Account Assetpages.

Administer fields that appearwhen a user is entering productinformation for an opportunity,

account, or contact.

Administer fields that appearwhen a user is entering asset

information for an account.

Navigation for Account Asset Field SetupAdmin > Application Customization > Asset > Asset Field Setup

Navigation for Opportunity Product Field SetupAdmin > Application Customization > Revenue > Revenue Field Setup

Asset Notification DateAn optional Notification Date field can be added to your asset page layout. When a notificationdate is entered on an asset, a task will be automatically generated on that date. The task will beassigned to the owner of the account to which the asset is linked.


68/329




Tips for Success

To help ensure your success:

Reduces mistakes and duplication ofeffort during product administration

Provides the appropriate category tochoose from when you create the newproduct record

Minimizes confusion for users Only necessary fields are displayed on

your product and asset page layouts.

Customize yourlayouts based on

your companyrequirements.

Create productcategories beforecreating productsthat belong in the

categories.

Map out your producthierarchy before

setting up products inthe application.


70/329


71/329


72/329


73/329




Lesson Objectives

After completing this lesson you should be able to:

Differentiate among the different forecasting options Set up a forecast schedule Add participants to a forecast Describe the effect of user roles and reporting structure on

forecasts Update and maintain forecasts

Why you need to know: Setting up and administering forecasts effectively provides

critical metrics for determining your company's saleseffectiveness.


75/329




Forecast Administration

Update and

MaintainForecast

Update and

MaintainForecast

Change forecast settings. Refresh forecast participant list. Change forecast settings. Refresh forecast participant list.3

PreparePrepare

Decide on what basis yourcompany will forecast.

Set up page layouts. Set up user profiles and roles.



1

2 Specify details of forecasts. Specify participants included in

the forecast.

Specify details of forecasts. Specify participants included in

the forecast.

Set UpForecastSet Up

Forecast




Prepare

PreparePrepare1 Decide on what basis your

company will forecast.





78/329


79/329


80/329


81/329


82/329


83/329


84/329




If your company: Then:

Product Revenue Forecasting: Page Layout

Uses products

Performs productrevenue forecasting

Tracks recurringrevenue

You will retain many of the default productfields in your opportunity product layout.

How you choose to forecast affects your page layout.

Product fields specific toproduct revenue forecasting

NavigationOpportunities > Opportunity Details page > Product Revenues section > Click a Product Name




Opportunity Revenue Forecasting: Page Layout

You will hide many of the default productfields in your opportunity product layout.

If your company: Then:

How you choose to forecast affects your page layout.

Uses products

Performs opportunity

revenue forecasting

Product revenue forecasting

fields are removed from layout.




Verify User Roles and Reporting Structure

Before initially setting up your forecast, be sure to complete the

following: Assign the appropriate roles to each user who will participate. Ensure that each user profile reflects the correct reporting

structure.

Role: Field Sales Rep

Role: Sales &Marketing Manager

Reports To




Verify User Roles and Reporting Structure

For your forecast to work properly, all forecast participants must

report to another forecast participant. Except for one top-level user, such as the president or chief

executive officer (CEO)

Exec

Sales Mgr Sales Mgr

FS Rep FS RepIS Rep

Exec

Sales Mgr Sales Mgr

FS Rep FS RepIS Rep

Exec

Forecast is successful!Forecast is successful! Forecast fails!Forecast fails!

If a Forecast FailsIf a forecast fails (for example, for the reason presented above), the primary contactAdministrator (listed in the Company Profile page) receives an email notification. After theforecasting problem is fixed and the forecast setup updated, the forecast is automaticallyregenerated that night, even though it may not be the usual forecast night.


89/329


90/329




Forecast Administration

Perform both setup and ongoing administration of your forecast

on the Forecast Definition page. Admin > Data Rules & Assignment > Forecast Definition


92/329


93/329


94/329




Forecast Definition Wizard

Step 2: Select the day or date that you would like the forecast

to be generated. Monday through Sunday for weekly forecasts 1 through 28 for monthly forecasts

Forecasts are not generated on the29th, 30th, or 31st of the month.


96/329


97/329


98/329


99/329


100/329


101/329


102/329


103/329


104/329




Summary

This lesson showed you how to:

Differentiate among the different forecasting options Set up a forecast schedule Add participants to a forecast Describe the effect of user roles and reporting structure on

forecasts Update and maintain forecasts


106/329


107/329


CreatingAssignment Rules


108/329


109/329


110/329


111/329


112/329




Public Chat

What are some typical rules that might be used to assign Lead

records? Service Request records? Account records?Opportunity records? Use the public chat to answer each of the questions as

prompted by the instructor.


114/329


115/329




Rule Criteria

Information used to assign records Each criterion has three components:

Field: name of the record field that will be evaluated for therule

Condition: how the values of the field will be evaluated whenconsidering whether or not the rule is a match

Value: text or number in the field that you want to match inorder to apply the rule

Rule 1

Rule 2

Rule Group A

Rule 3

Rule 2Field Condition Value

Region Contains allvalues West

IndustryContains exact

field valueMedical,

Pharmaceutical

Rule Groups, Rules, and CriteriaWhile you can have multiple rule groups, only one at a time can be active.

Each rule group may have multiple rules.

Each rule may have multiple criteria. Within any one rule, all criteria must apply (all criteria inany one rule are related through and logic).




How Rules Are Evaluated

Account assignment example:

Region = West?Industry = Medical or

Pharmaceutical?

Priority = High?

Evaluation of the rule startswhen the Reassign box is

selected on an account

Assign account to Employee Z

Assign accountto Employee X

Assign accountto Employee Y

Rule 1: Assign allhigh-priority accounts

to Employee X.

Rule 2 : Assign

accounts that are inthe Western region

AND in the Medicalor Pharmaceutical

industry toEmployee Y.

Rule Criteria

Y

N

Y

N

Rule ExampleIn this example, a rule group that includes two rules is being evaluated. Rule 1 has one criterion,where the priority of the account record is evaluated. If this criterion is met, then the account isassigned to Employee X.

Rule 2 has two criteria, where both the Region and Industry fields on the account are evaluated.If the conditions of these criteria are both met, then the account is assigned to Employee Y.

Finally, if none of the rule criteria are met, then the account is assigned to a default owner,Employee Z.




Documenting Rule Criteria: Rule Name

For accounts in which the Region is West and the Industry

is either Medical or Pharmaceutical , assign the account to Employee Y,the Inside Sales Manager.

Contains at leastone value

WesternMedical

Accounts

ValueConditionFieldRule Name


119/329


120/329




Documenting Rule Criteria: Condition


is either Medical or Pharmaceutical, assign the account to Employee Y,the Inside Sales Manager.

Medical,PharmaceuticalIndustry

WestRegionWesternMedical

Accounts


?There are six conditionsfrom which to choose.

Condition ColumnThe Condition column holds the operator or condition that is used to evaluate the records fieldvalue against the rules value. These conditions are selected from a picklist in the applicationand are listed in the following slide.




Rule Criteria Guidelines

Single valueNumbersLess than or equal to

Single valueNumbersGreater than or equalto

Single or multiple valuesseparated by commas

Text, picklist values,addresses

Contains none of thevalues



Contains exact fieldvalue



Contains all values

Minimum and maximumvalues separated by a comma

DatesBetween

And support Can apply to fieldsthat contain

The condition




Rule Criteria: Condition



Medical,PharmaceuticalIndustry

WestRegionWesternMedical

Accounts


Contains allvalues

Contains exactfield value




Multiple Rule Criteria



WestContains allvalues

Region

ValueConditionField

Criterion # 1

Medical,Pharmaceutical

Contains exactfield valueIndustry

Criterion # 2

ANDMultiple Rule Criteria

All criteria must match for ruleassignment to trigger.

Multiple ValuesMultiple values can be listed for your rule criteria. Values must be separated by a comma.




Record Assignment Template

Document the rules and

criteria needed for assigningrecords. Use the template to help

you plan the details ofyour assignment rules.

Refer to the document asyou set up rules in theapplication.

TemplateThe Record Assignment Template is available from Online Help. To access this template:

1. Click the Help link on any page.2. On the Contents tab, click to expand the Administering Siebel CRM On Demand topic.3. Click to open the Using Administrator Templates During Setup page (the first one in the

Administering topic).4. Click the Record Assignment Template link.


126/329




Set Up Rule Groups

Compile your companys businessrules for record assignments.


Prepare Rules andCriteria


Set Up RuleGroups

Set Up RuleGroups

1

2 Define groupings of rules that mightbe applied at different times. Define groupings of rules that might

be applied at different times.




Assignment Rules Administration

Use Data Rules & Assignment to set up assignment rules.




Assignment Rule Groups

Add a new rule group if the set of assignment rules has

changed or will change for your company. There can be only one active rule group at a time.

Build new rule groups ahead of time, in order to switch activestatus easily.

Active and inactiverule groups are listed. Specify account owner and account

territory for unassigned records.

NavigationAdmin > Data Rules & Assignment > Account Assignment Rules


130/329




Demonstration

Creating Assignment Rules




Creating Rules Within Rule Groups

Add rules to a group after creating the new rule group.

Add rules to theappropriate rule group.

NavigationAdmin > Data Rules & Assignment > Account Assignment Rules > Rule Group Detail page.




Name the Assignment Rule

Provide rule order and assignment information.

Remember that there can be multiple criteria per rule, andmultiple rules per rule group.

Accounts that meet thisrule criterion are assigned

to JSMITH.

Order is the sequence inwhich rules are evaluated.

Service Request AssignmentFor service request assignment rules, you an additional option to disable the automatic emailnotification of assignment. This can be done for any individual service request rule.


134/329




Identify Account Teams and Territories





Set Up RuleGroups

Set Up RuleGroups

1

2 Define groupings of rules that mightbe applied at different times. Define groupings of rules that might

be applied at different times.

Create Rules andCriteria

Create Rules andCriteria3

Name the assignment rule(s). Create the criteria used to apply the

rule.

Name the assignment rule(s). Create the criteria used to apply the

rule.

Identify Territoriesand Teams

Identify Territoriesand Teams4 Identify rules for automatic creationof teams and territory assignment.

Identify rules for automatic creationof teams and territory assignment.




Territory Management

Territories are groupings of accounts and opportunities

based on geography, product lines, or other businessstructures.

Territory hierarchies are used to refine groupings and reflectorganizational structure.

North America

Canada

Eastern US

Western US

Key PointOnly accounts and opportunities can be organized into territories. Employees are not organized

by territory.

Territory ManagementAdmin > Territory Management




Territories and Account Teams

In addition to assigning record owners:

Territories can be assigned to account and opportunityrecords.

Account and opportunity teams can be automatically created.

Leads

Service Requests

Opportunities

Assign to People Assign to People,

Territories, and Teams

Accounts

Account or Opportunity TeamWhen an assignment rule defines an account or opportunity team, the record owner is assignedand the team is created when the rule is triggered.

When the Reassign check box is checked on an account or opportunity record, both the ownerand the team might be changed.

Group AssignmentWhen Group Assignment is enabled and groups of users are defined, group members areautomatically added to the account and opportunity teams for any non-private records owned bya group member.


138/329


139/329


140/329


141/329


142/329


143/329


144/329


145/329


146/329


147/329




Tips for Success


This preparation facilitates the actualsetup of the rule groups, rules, andcriteria within the application.

Keeping assignment rules simpleprevents you from having to updatethem frequently.

Testing allows you to verify that you getthe results you want, without affectinglarge numbers of records.

Test your assignmentrule groups on a small

number of records.

Do not makeassignment rulesoverly complex.

Compile anddocument yourassignment businessrules ahead of time.




Summary


Use assignment templates to document assignmentrequirements

Describe how On Demand evaluates assignment rules in anassignment rule group

Create assignment rule groups, rules, and rule criteria Create territories and assign records to territories Create account and opportunity teams automatically through

assignment rules




Lab

In this lab you will:

Complete the assignment template based on information inbusiness scenarios outlined in the case scenario

Create sales territories Create assignment rule groups

Add rules and rule criteria in the appropriate order Activate rule groups

Test assignment rule groups by creating records that should

trigger the rules


151/329


Customizingthe Sales Methodology


152/329




Sales Methodology

Sales Processes

Structure the salesmethodology into definedsales stages to monitor thedevelopment of the salespipeline.

Sales Stages Define the steps within the

sales processes that indicatethe progress of eachopportunity.

Sales Categories Normalize sales stages

across multiple salesprocesses so reports andanalyses accurately reflectthe sales pipeline.

QualifyStage

BuildingVision Stage

SelectedStage

Closed/WonStage

Closed/LostStage

EquipmentSales Process

ProposalStage

NegotiationStage

Closed/WonStage

Closed/LostStage

ServicesSales Process

SalesCategory 1

SalesCategory 2

SalesCategory 3

SalesCategory 4

SalesCategory 5

PipelineAnalysis

Sales Process StructureThe structure of your sales processes needs to reflect how your organization sells its productsand services. Your sales reps might need to follow different sales processes for different types ofopportunities.


154/329




Default Pipeline Sales Stages

Designed with industry-standard best practices

30% Qualified Lead

50% Building Vision

100%Closed

Won/Lost

80% Selected

70% Short List

90%Negotiation

Sales reps update the Sales Stage fieldto manage and track their sales

progress.

Sales StagesEvery sales process is defined by specific stages. Each sales stage has certain activities anddeliverables, or criteria, that must be achieved before the opportunity is advanced to the nextsales stage.


156/329


157/329


158/329


159/329


160/329


161/329


162/329




Define the Sales Methodology

Edit or create processes, stages, andcategories to reflect your methodology.

Edit or create processes, stages, andcategories to reflect your methodology.

Define the SalesMethodology

Define the SalesMethodology1


164/329




Create Sales Categories

Create sales categories if you have multiple sales processes.

Normalizes your sales stages across multiple salesprocesses

NavigationAdmin > Data Rules & Assignment > Sales Categories


166/329


167/329


168/329


169/329


170/329


171/329


172/329


173/329




Example: Sales Stage Required Fields

When Qualified Lead is selected as the sales stage:

Next Step becomes required. The default field value is automatically entered only if there

is no existing value in the field.

Default value isautomaticallyentered if thefield is blank.

NavigationAdmin > Data Rules & Assignment > Sales Processes > Sales Process Detail page > Sales Stage


175/329


176/329




Administration: Process Coach Steps

Set up detailed step information for each sales stage.

Document the expectations and best practices for this stage.

Describe milestonesand activities that

need to be completedwhile in this stage.



178/329


179/329




Sales Rep: Automated Tasks

Sales stage can trigger automatically created task records that

are assigned to specific owners; these: Are automatically created when the sales stage is selected

on an opportunity record Are automatically linked to the opportunity record Include a priority and due date



181/329


182/329




Adding Useful Resources

Give sales reps access to stage-specific resources

Attach a specific file or add a URL that points to neededresources.





Create Assessments Scripts

Set up assessment scripts to help sales reps follow consistent

sales processes and gather information when: Qualifying leads Working opportunities Answers are scored, weighted, and

compared to a threshold to determinethe appropriate outcome or action.

NavigationAdmin > Content Management > Assessment Scripts

Lead Qualification Assessment ScriptUse to help sales reps identify qualified leads. Reduces the need for training and enforcesconsistent lead qualification.

Opportunity Assessment ScriptUse to embed sales methodologies and help sales reps assess opportunities so that they canadjust their sales strategies as they work deals.

More InformationView the Setting Up Assessment Scripts Webinar for more information about how to set up anduse assessment scripts.




Tips for Success


Creates consistency in how each salesperson pursues deals by making iteasier for each salesperson to adhere tocompany sales processes

Gives sales reps insight into where theyneed to focus their sales efforts

Gives sales management an accuratesnapshot of the sales pipeline at anytime

Provides a more accurate estimate ofthe value of opportunities in your salespipeline at any point in time

Continue to tune salesstage probabilitiesbased on ongoing

sales analyses.

Have sales repsactively update Sales

Stage, Close Date,and Revenue fields.

Encourage salesmanagers to provide

thorough and detailedSales Coachinformation.


186/329


187/329


188/329


189/329


190/329




Workflow

CreateWorkflow

Actions

CreateWorkflow

Actions

Create and order the actionsthat the workflow will execute.

Create and order the actionsthat the workflow will execute.

Gather business requirements. Identify workflow solutions. Gather business requirements. Identify workflow solutions.

Identify the record type. Identify the triggering event. Set the workflow condition.


1

2

3

CreateWorkflow

Rule

CreateWorkflow

Rule

PreparePrepare

TestWorkflow

TestWorkflow

Sign out and back in to update. Verify that the workflow is

behaving as expected.

Sign out and back in to update. Verify that the workflow is

behaving as expected.4


192/329


193/329




Workflow Parts

Workflow rules are instructions to the system to perform one

or more actions each time a specified event (trigger) occurs. Triggers are specific events that are used to initiate workflow

rules. Available triggers include:

When a new record is saved When a modified record is saved When a record is deleted Before a modified record is saved

Actions are the actual events that Workflow performs.


195/329


196/329


197/329




Workflow

Gather business requirements. Identify workflow solutions. Gather business requirements. Identify workflow solutions.



1

2 CreateWorkflowRule

CreateWorkflow

Rule

PreparePrepare


199/329


200/329


201/329


202/329




Demonstration

Creating a Workflow Rule


204/329


205/329




Create Email Notification Action

Email notifications can be sent to:

A type of recipient (based onrelationship to record)

A specific user Any valid email address

The subject line and messagebody can be entered in plain text orcan contain information from therecord using an expression.

If you are entering only plain text, you do not need to use theExpression Builder.

Use the Check Syntax button in the Expression Builder window toverify your expressions.

Click the Active check box.

Adding Field ReferencesUse the Expression Builder to insert field references into the email message or subject line(for example, to include the last name of a contact in the email message). To insert fieldreferences:

1. Type the message text.2. Position your cursor exactly where you want the field value to appear (for example, the

contact last name).3. Click the fx icon to open Expression Builder.4. Select the field name from the Fields drop-down list.5. Click Save.

The correct field reference syntax is inserted in the message.




New Task Action

New tasks can be assigned

to an owner based on: A relationship to a record A specific user

The subject and descriptioncan be plain text enteredin the subject field, or cancontain information from the record using an expression.

If you are entering only plain text, you do not need to useExpression Builder.

Use the Check Syntax button in the Expression Builderwindow to verify your expressions.

Click the Active check box.

Due DateSpecify the due date by entering a numeric value. The due date is calculated by adding this valueto the date that the task is created.

Adding Field References

Use the Expression Builder to insert field references into the task subject or description fields,for example, to include the service request number in the subject field. To insert field references:

1. Type the message text.2. Position your cursor exactly where you want the field value to appear (for example, the

service request number).

3. Click the fx icon to open Expression Builder.4. Select the field name from the Fields drop-down list.5. Click Save.

The correct field reference syntax is inserted into the message.


208/329




Update Values Action

Select the name of the field that is to be updated.

Use Expression Builder to define a new value for the field. Online Help has some examples of expressions and details

about building expressions.

Select the Overwrite Existing Values check box to overwritean existing value in the field with the new value.

If the field already contains a value, the value is not beupdated unless this check box is selected.

If the field is blank, the field is updated with the new value,even if this check boxis not selected.

Click the Activecheck box.

Calculated Field ValuesIf you define an expression that calculates the new value for a field in your workflow action, thefield value is calculated each time the workflow rule is triggered, even if the record has notchanged.

An example of an expression to calculate a value for a custom Opportunity Margin field is:

[OpportunityMargin] = []-[]


210/329




Demonstration

Creating a Workflow Action


212/329




Testing the Workflow

Perform a task in On Demand that triggers your workflow to

verify that the proper actions are executed. Make sure that the workflow rule and actions are marked as

Active. A workflow will begin running only after you have signed out

and back in to reset the cache.


214/329


215/329




Summary


Describe Workflow and explain how it is used Define simple workflow rules


217/329


218/329


219/329


Introduction toReports and Analyses


220/329


221/329




1Reports

and

Analyses

Reportsand

Analyses

The power of analytics Available prebuilt reports

Siebel CRM On Demand Answers

The power of analytics Available prebuilt reports Siebel CRM On Demand Answers

Creating a New Analysis


223/329




Business Challenge

Companies often spend

significant amounts of time andmoney collecting data about theirsales and service operations. But then have no way to use

the data to proactively evaluatetheir businesses.




With Siebel CRM On Demand you have:

Business Solution

Embeddedanalytics available

to everyone

Put analytics directly into the hands of allusers. Empower everyone to be critical thinkers

in their areas.

Interactive analysesthat present current

data

Use interactive reports and analyses tosee different perspectives.

Take action quickly on current information.

A tool for creatingad hoc analyses

Quickly create analyses to answer yourspecific questions.

Customize the layout to help you focus onkey business problems.

Save and publish your new analyses.




Homepage Analyses

Select analyses are available on the homepages.

Keeps important metrics in view to help users make gooddecisions.

Can be customized for your users.


227/329


228/329




Demonstration

Prebuilt Reports and Dashboards


230/329




1Reports

and

Analyses

Reportsand

Analyses

2 ControllingAccess

ControllingAccess

Set report privileges. Hide prebuilt reports. Restrict access to report folders.

Set report privileges. Hide prebuilt reports. Restrict access to report folders.








Report Access and Visibility to Records

Access to reports and visibility to records in reports is controlled

by several mechanisms: Privileges assigned in user roles Company shared folder role associations Analytics Visibility settings in the company and user profiles Book of business selected in the Look In Selector User Delegation and the user selected in the Look In

Selector




Set Report Privileges

Set report privileges in the appropriate user roles to allow users

to: Create custom reports

Manage Personal Reports privilege Manage Custom Reports privilege Analytics Scripting privilege

Access prebuilt reports and report pages Access Analytics Reports privilege

Access Analytics Reports View Prebuilt Analyses privilege Access Analytics Dashboards privilege

NavigationAdmin > User Management & Access Control > Role Management > Edit link for theappropriate role


234/329




Hiding Prebuilt Reports

Prebuilt reports can be hidden (configurable by user role).

If View Prebuilt Analyses privilege is: Checked: All prebuilt reports displayed Unchecked: No prebuilt reports displayed

Impacts report links displayed on Reports Homepage only Does not impact reports displayed on:

Dashboards Homepage Any other homepage except Reports Homepage

Specific prebuilt reports can be exposed to specific roles. Open the prebuilt report in Answers and save it in a Company

Wide Shared folder. Give folder access to specific roles.




Demonstration

Copying Prebuilt Reports into Folders, and Creating Folders


237/329




Saving Prebuilt Reports in Folders

Open a prebuilt report. Open Analysis > Shared

Folders > Pre-built Analysis folder.

Select the report. Click OK.




Saving Prebuilt Reports in Folders

Save the prebuilt report in a Company Wide Shared Folder.

Expand the folder. Click OK.


240/329


241/329


242/329




Demonstration

Restricting Access to Shared Report Folders




Access the Saved Analysis

To access an analysis saved in the Company Wide Shared

Folder folder: Return to the Reports Homepage. Click the Shared Custom Analyses link.




1Reports

and

Analyses

Reportsand

Analyses

2 ControllingAccess

ControllingAccess

Set report privileges. Hide prebuilt reports. Give access to report folders.

Set report privileges. Hide prebuilt reports. Give access to report folders.




3 VisibilityOptions

VisibilityOptions

Know what affects which records thatusers see in reports.

Set analytics visibility for reporting andhistorical (analytic) subject areas.

Know what affects which records thatusers see in reports.

Set analytics visibility for reporting andhistorical (analytic) subject areas.



246/329


247/329




Visibility to Records in Reports and Analyses

Users without the Access All Data in Analytics privilegehave access to records based on: Continued Analytics Visibility settings:

Specified in the company or user profile Manager Visibility Team Visibility Full Visibility (only available for historical reports)

Set individually for historical and reporting subject areas Data in Historical (also called Analytic) subject areas is refreshed once

daily. Data in Reporting subject areas is refreshed every time you run the

report.

Analytics Visibility SettingsManager Visibility : Allows you to see your own data and all the data that is directly owned

by your subordinate(s), including records marked private

Team Visibility: Allows you to see your own data and all the data that has been shared withyou via account and opportunity teams and through group assignment

Full Visibility: Combines Manager and Team Visibility. This option is only available forhistorical reports.


249/329


250/329


251/329


252/329


253/329

8/13/2019 Siebel CRM on Demand - Adminstration Essentials - Vol. 2 (S

siebel crm on demand - adminstration essentials - vol. 2 (student guide)

Documents