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Siebel Systems, Inc. Siebel 7 Essentials Student Guide, Volume 1

Version 7.0 November 2001 Part # 10PO2-PLT01-07000

10PO2-PLT01-07000

Copyright © 2001 Siebel Systems, Inc., 2207 Bridgepoint Parkway, San Mateo, CA 94404. All rights reserved. No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photographic, magnetic, or other record, without the prior agreement and written permission of Siebel Systems, Inc.

Siebel Systems, Inc. considers information included in this document to be Confidential and Proprietary. Your access to and use of this Confidential and Proprietary Information is subject to the terms and conditions of the Siebel License Agreement or Non-Disclosure Agreement which has been executed and with which you agree to comply.

Copyright 2001 Siebel Systems, Inc. Siebel Systems, Inc.

Re: Training Materials – Siebel Systems Confidential and Proprietary Information Dear Siebel Education Student: This letter will serve to confirm that all information that is disclosed orally, visually, and in printed form during your visit to Siebel Systems, Inc. for formal training classes is to be treated as “Confidential” in accordance with the terms of the applicable confidentiality agreement (the “Agreement”) between Siebel Systems, Inc. and your Company.

Under the terms of the Agreement, please be advised that you may not: 1. disclose such information or materials except as specified in the Agreement, nor 2. use such information or materials other than for the specified purpose set forth in the

Agreement. Also, the materials you receive during your visit are copyrighted works of Siebel Systems, Inc. (regardless of whether they bear a copyright mark) and may be used only for the purpose of supporting the training of your employees who attend Siebel System training courses. You may not reproduce, disclose, or distribute these materials, in whole or in part, nor may you prepare derivative works of them. These copyrighted works include the Student Guides, Labs Manuals, Instructor Guides, and all course materials used in Siebel Systems, Inc. courses and workshops.

For more information about Siebel Technical Education classes: http://siebeluniversity.siebel.com

Technical Training from Siebel University

Instructor-Led Training Siebel University offers instructor-led courses and workshops on core Siebel architecture, functions, and enabling technologies, in our Learning Centers or on-site at your company. Instructor-led training sessions are conducted by instructors who have both a practical and a theoretical command of the subject matter they teach. Lectures and demonstrations are reinforced by hands-on labs, discussions, and question-and-answer sessions for maximum understanding and retention.

Siebel 7 Essentials Installing and Extending Siebel Analytics 7

Siebel 7 Core Consultant Course Creating Siebel 7 Reports

Siebel 7 Requirements Mapping Siebel 7 Migration Training Workshop

Siebel eBusiness Application Integration 7 Siebel eRoadmap Workshop

Configuring Siebel Marketing 7 Getting Started Workshop

Siebel Interactive Selling Suite 7: Server-Based Implementation

Siebel Employee Relationship Management 7 Workshop

Siebel Interactive Selling Suite 7: Browser-Based Implementation

Key Success Factors for Siebel Implementa-tions Workshop

Web-Based Training Siebel University offers Web-based courses covering the complete line of Siebel eBusiness Applications. This technology-enabled training is self-paced, interactive, and involves the use of training products that are Internet, CD-ROM, and intranet playable. These CD-ROM-based and Web-based products, available 24x7, feature modular design for effective learning, easy navigation, and searchable topics.

Course Types: a wide variety of Web-based training divided into three types:

Functional Technical Selling topics

Course Subjects: Web-based courses cover the following training subjects:

Components of Siebel eBusiness Applications

Siebel Industry applications

Siebel Horizontal applications

Siebel software migration Technical topics Navigation

For more information about Siebel End User Education: http://siebeluniversity.siebel.com

Siebel End User Education

Uniquely Qualified to Train Siebel End Users Siebel End User Education focuses exclusively on providing process-based education for Siebel eBusiness Applications. Our global team of consultants blends the right mix of technology and human interaction to generate interactive training solutions that accommodate all types of end users on all tiers of the organizational hierarchy. These solutions may include one or a variety of the following:

Consultative analysis and reviews

Targeted training courseware

Instructor-led classes

Self-paced study

Distance learning

Performance support systems No other education consulting team focuses 100% of their efforts on Siebel eBusiness Applications like Siebel End User Education. Our consultants have extensive industry experience, participate in on-going training and certification on all Siebel eBusiness Applications, and possess advanced business skills. In addition, Siebel Consultants have the advantage of working closely with internal and external resources throughout Siebel Systems and its integration partners. Our global presence enables us to deliver solutions in many languages, including most European and Asian languages. For those customers who intend to use an internal training team, we will work with that team to provide the Siebel eBusiness Application expertise and support they need during and beyond the rollout.

Flexible Education Solutions Siebel End User training reaches beyond instruction of technical components and complex concepts. It bridges the gap between old and new processes. End users need to know more than how Siebel eBusiness Applications work; they need to know how it will affect them in accomplishing their job responsibilities. Siebel End User Education has developed three distinct domains to categorize the flexible education solutions that ensure optimal end-user deployments targeted to the customer’s unique requirements and environment.

Transition: our innovative consultative services, like change communication and readiness, that assist our customers in better planning and communicating a Siebel eBusiness Application deployment.

Deployment: the development and delivery of training rollouts for both enterprise and mid-market customers, whether it is to end users or a customer's internal team of trainers.

eLearning: the customized multimedia solutions used for self-paced learning, process validation, and training support.

The process-oriented services we provide stem from a solid foundation of core skills in development and delivery. Using this foundation, we cultivate the most appropriate, flexible solution that supports our customers’ values yet inspires their end users in a way no other training experience has in the past.

Siebel 7 Essentials

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Table of Contents

Volume 1 Foundations Module i: Siebel 7 Essentials Training Module 1: Introducing Siebel eBusiness Applications Module 2: Using the Siebel Client Module 3: Organizing Data Behind the User Interface Architecture and Installation Module 4: Exploring the Siebel Architecture Module 5: How Clients Access Siebel Data Module 6: Installing Siebel Software Module 7: Server Administration Access Control and Organization Setup Module 8: Access Control and Views Module 9: Access Control and Data Module 10: Access Control and View Types Module 11: Creating an Organization Module 12: Authenticating Users Exploring Siebel Applications Module 13: Understanding Object Definitions Behind a Siebel Application Module 14: Using Siebel Tools to Examine Object Definitions Module 15: Understanding the Siebel Data Model Module 16: The Siebel Data Model: Party Business Components Configuration Module 17: The Configuration Process Module 18: Managing Object Definitions

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Volume 2 Configuration, Continued

Module 19: Editing and Compiling Object Definitions Module 20: Understanding Siebel Template Files Module 21: Configuring Applications and Screens Module 22: Configuring Views Module 23: Configuring List Applets Module 24: Configuring Form Applets Module 25: Understanding Business Components and Joins Module 26: Business Components and Joins: Party Extension Tables Module 27: Understanding Business Objects and Links Module 28: Configuring Business Components and Fields Module 29: Creating a New BC Using the Standard 1:M Extension Table Module 30: Configuring Navigation Module 31: Extending the Database Module 32: Configuring Picklists Module 33: Configuring Multi-Value Groups Module 34: Configuring Access Control Module 35: Localizing an Application Module 36: Configuration Guidelines

Volume 3 Data Loads Module 37: Introducing Enterprise Integration Manager Module 38: Data Mapping Module 39: Invoking Enterprise Integration Manager Module 40: Setting Enterprise Integration Manager Options Module 41: Access Control and Access Groups

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Business Process Automation Module 42: Introducing Siebel Workflow Module 43: Invoking Workflow Processes Module 44: Additional Workflow Topics Module 45: Introducing Assignment Manager Module 46: Creating Sales Assignment Rules Module 47: Creating Service Assignment Rules Module 48: Invoking Assignment Manager Module 49: Personalizing View and Applet Access Module 50: Personalizing Content and Behavior Deployment Module 51: Using Siebel Remote to Support Mobile Clients Module 52: Additional Siebel Remote Topics Module 53: Migrating Data Between Environments Conclusion Module 54: Final Words

Siebel 7 Essentials

iv Siebel Systems, Inc.


Siebel 7 Essentials Training

COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION — DUPLICATION IS PROHIBITED

i.1

Siebel Systems, Inc.Siebel 7 Essentials

Module i: Siebel 7 Essentials Training 1 of 17

Siebel Technical TrainingSiebel Technical Training

®

Siebel 7 Essentials Version 7.0

November 2001

Siebel 7 Essentials Version 7.0

November 2001

i



i.2


Module i: Siebel 7 Essentials Training



i.3



Module Objectives

This module provides an introduction to the: Instructor and fellow students (class participants)Training siteCourse materials, goals, audience, methodology, objectives, and agenda

Why you need to know

i



i.4



Introductions and Expectations

Who are you?NameCompanyRole

What is your prior experience?Siebel eBusiness applicationsRelational databaseProgramming

How do you expect to benefit from this course?



i.5



Training Site Information

Bathrooms

Telephones

Fire Exits

Class duration and breaks

Meals and refreshments

Questions?

i



i.6



Course Materials

Student GuideAll slides presented during lecture

Lab GuideHands-on lab exercises and solutions

MediaNavigating Siebel 7 Applications CD-ROMSiebel 7 Call Center Fundamentals CD-ROMSiebel 7 Application Administration CD-ROMBookshelf for Siebel 7 Applications CD-ROM



i.7



Course Objectives

In this course, you will learn how to:Navigate the Siebel eBusiness user interface Describe the Siebel eBusiness architectureInstall Siebel eBusiness software to set up your enterpriseControl access to Siebel applications and dataDefine your organization structure Configure and localize a Siebel eBusiness application Load data into the Siebel databaseAutomate business rules in your Siebel eBusiness applicationSupport mobile clients Migrate data between environments

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i.8



Course Audience

This course is designed for: Application DevelopersSystem Architects and Configurators Database Administrators Systems Administrators



i.9



Course Methodology

Subject matter will be delivered via: Lecture and slide presentations Software demonstrations Class discussionsHands-on labs

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i.10



Overview of Course Flow

4.Exploring

SiebelApplications

2.Architecture

andInstallation

3.Access

Control and Organization

Setup

5. Configuration

6. Data Loads

7.BusinessProcess

Automation

8.Deployment

9.Conclusion

1.Foundations



i.11



Agenda

Foundations1: Introducing Siebel eBusiness Applications2: Using the Siebel Client 3: Organizing Data Behind the User Interface

Architecture and Installation 4: Exploring the Siebel Architecture 5: How Clients Access Siebel Data6: Installing Siebel Software7: Server Administration

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i.12



Agenda Continued

Access Control and Organization Setup 8: Access Control and Views9: Access Control and Data10: Access Control and View Types11: Creating an Organization 12: Authenticating Users

Exploring Siebel Applications 13: Understanding Object Definitions Behind a Siebel Application14: Using Siebel Tools to Examine Object Definitions15: Understanding the Siebel Data Model16: The Siebel Data Model: Party Business Components



i.13



Agenda Continued

Configuration 17: The Configuration Process18: Managing Object Definitions19: Editing and Compiling Object Definitions 20: Understanding Siebel Template Files21: Configuring Applications and Screens 22: Configuring Views23: Configuring List Applets24: Configuring Form Applets25: Understanding Business Components and Joins26: Business Components and Joins: Party Extension Tables

i



i.14



Agenda Continued

Configuration Continued

27: Understanding Business Objects and Links28: Configuring Business Components and Fields29: Creating a New BC Using the Standard 1:M Extension Table30: Configuring Navigation 31: Extending the Database32: Configuring Picklists 33: Configuring Multi-Value Groups 34: Configuring Access Control35: Localizing an Application36: Configuration Guidelines



i.15



Agenda Continued

Data Loads37: Introducing Enterprise Integration Manager (EIM)38: Data Mapping 39: Invoking Enterprise Integration Manager 40: Setting Enterprise Integration Manager Options41: Access Control and Access Groups

Business Process Automation 42: Introducing Siebel Workflow43: Invoking Workflow Processes 44: Additional Workflow Topics45: Introducing Assignment Manager46: Creating Sales Assignment Rules

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i.16



Agenda Continued

Business Process Automation Continued

47: Creating Service Assignment Rules 48: Invoking Assignment Manager 49: Personalizing View and Applet Access50: Personalizing Content and Behavior

Deployment 51: Using Siebel Remote to Support Mobile Clients52: Additional Siebel Remote Topics53: Migrating Data Between Environments

Conclusion54: Final Words



i.17



Summary

This module provides an introduction to the: Instructor and fellow students (class participants)Training siteCourse materials, goals, audience, methodology, objectives, and agenda

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i.18


Introducing Siebel eBusiness Applications


1.1


Module 1: Introducing Siebel eBusiness Applications

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Module 1: Introducing Siebel eBusiness Applications 2 of 25

Module Objectives

After completing this module you will be able to:Describe standard Siebel terminology and user interface behaviorDescribe Siebel employee, customer, and partner applicationsDescribe standard features that can be changed

Why you need to knowYou will work with employee and customer applications throughout this course Introducing Siebel eBusiness Applications and functionality provides context for the rest of the course



1.3



Siebel eBusiness Enterprise

An integrated product suite that helps manage customer relationships Built on a common architecture

Siebel eFinanceSiebel eInsuranceSiebel eHealthcare Siebel eCommunications

Industry Applications

Siebel eAutomotiveSiebel eEnergySiebel ePharmaSiebel ePublic Sector

Customer ACustomer ApplicationsSiebel eMarketingSiebel eServiceSiebel eSalesSiebel Interactive Selling

Suite (ISS)

Siebel HandheldSiebel WirelessSiebel Voice

Employee ApplicationsSiebel Call CenterSiebel Service Siebel SalesSiebel Field Service

Siebel eBusiness Architecture

For complete listing, see Siebel Bookshelfor www.siebel.com

Partner ApplicationsSiebel eChannel

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Siebel MidMarket Edition (MME)

Designed for companies with fewer than 100 usersAn integrated product suite that helps manage customer relationships

Industry Applications

Customer ApplicationsSiebel eCustomer, MidMarket Edition Siebel eSales,MidMarket Edition Siebel eService, MidMarket Edition

Employee ApplicationsSiebel Call Center, MidMarket Edition Siebel Sales, MidMarket Edition Siebel Service, MidMarket Edition

Siebel eBusiness Architecture

Siebel eFinance, MidMarket EditionSiebel eInsurance, MidMarket EditionSiebel eHealthcare, MidMarket Edition

Partner ApplicationsSiebel eChannel, MidMarket Edition

MME is a product line optimized to meet the fundamental eBusiness needs of most mid-sized companies. It is designed to provide basic sales and service functionality. In general, MidMarket Edition has a much simpler feature set than the Enterprise offering. The technical features not built into the MidMarket Edition are those typically required by large organizations, including UNIX support, server-to-server replication, advanced database extensibility, and advanced Assignment Managerfunctionality. MidMarket Edition is built upon Siebel's Web-based architecture and shares the same look and feel of Siebel Enterprise. Technical differences relevant to material covered in this course will be pointed out as appropriate. For a detailed comparison, please refer to Siebel SupportWeb.

Siebel MidMarket Edition



1.5



Business Entities

Siebel eBusiness Applications use entities to manage business relationships, for example

AccountsOpportunities ContactsService RequestsActivitiesAssets

A business entity is something in the real world in which we have a business interest.

Entity

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1.6



Account

Is a business external to your companyRepresents a current or potential client, a business partner, ora competitor



1.7



Opportunity

Is a potential revenue-generating eventHas the following characteristics

Possible association with an accountPotential revenueProbability of completionClose date

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1.8



Contact

Is a person with whom you do business Has the following characteristics

NameJob title Email address



1.9



Service Request

Is a request from a customer for information or assistance with a problem related to products or services purchased from your companyHas the following characteristics

StatusSeverity Priority

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Activity

Is a specific task or event to be completedHas the following characteristics

Start date and due datePriorityAssigned to specific employees for completion



1.11



Asset

Is an instance of a purchased product Has the following characteristics

Asset number Product and part numberStatus

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1.12



Types of Applications

EmployeeInternal application used by employees and partnersExamples: Siebel Sales, Siebel Call Center, eFinance

Customer External application used by customers Examples: Siebel eService, Siebel eSales, Siebel eMarketing

PartnerExternal application used by employees and partnersExample: Siebel eChannel

There are two types: Alliance Partners are partners who team with Siebel Systems in the market. Channel Partners are partners authorized to resell Siebel eBusiness Applications.

Partners



1.13



Types of User Interfaces (UI)

High interactivityAvailable for employee applications, supporting highly interactive enterprise usersRequires Internet Explorer 5 or higher

Standard interactivityAvailable for customer applicationsBehaves like traditional Web applications, requiring frequent page refreshes

Available for customer applications, when the Web user’s browser is unknown.

Standard Interactivity

Available only with Siebel employee applications in the Siebel 7 release. High interactivity relies on Java, JavaScript, and LiveConnect support from the browser. It also requires JavaScript 1.2 Document Object Model (DOM) technology and HTML frame support from the browser.

High Interactivity

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Benefits of High Interactivity UI

Reduces number of page refreshesUser downloads complete HTML page initiallySubsequent round trips fetch data required to update page

Saves data implicitly by stepping off recordNo need to click Save button

Supports highly interactive graphical UI elements Flowcharts, organization charts, interactive toolbars



1.15



Differences Between High and Standard Interactivity

The following features are supported only by high interactivity Client-side scripting

With access to Siebel objects on the client side Interactive controls

Calculator, calendar date/time selectorKeyboard shortcuts

For frequently used commands

Allow employees to speed up routine tasks and thereby improve their productivity.

Keyboard Shortcuts

These provide customers with added flexibility to design and customize their applications.

Interactive Controls

Using Siebel objects, customers can build sophisticated data validation logic on the client side to further reduce the number of page refreshes needed for high interactivity applications.

Client-side Scripting

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1.16



Employee Application: Siebel Sales

Siebel Sales allows your sales force to manage accounts, sales opportunities, and contacts

Personalized content

For more information on Siebel Sales, go to www.siebel.com. Reference



1.17



Employee Application: Siebel Call Center

Siebel Call Center allows your agents to coordinate and manage all customer interactions

Click menu

button for more

commands

For more information on Siebel Call Center, go to www.siebel.com. Reference

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1.18



Customer Application: Siebel eService

Siebel eService allows your customers to receive self-service and assisted service over the Web

Frequently asked questions allow customer self-service

For more information on Siebel eService, go to www.siebel.com. Reference



1.19



Customer Application: Siebel eSales

Siebel eSales allows your customers to purchase products over the Web

Browse products

Shopping cart

For more information on Siebel eSales, go to www.siebel.com.Reference

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1.20



Partner Application: Siebel eChannel

Siebel eChannel allows companies and their partners to work together to market and sell to, service, and retain customers

Recommended items

Company news

For more information on Siebel eChannel, go to www.siebel.com.Reference



1.21



Applications Used in This Course

Siebel Call Center and Siebel eService are used during this course

Technology learned here applies to all Siebel applicationsFor information on all other Siebel eBusiness Applications, see

Siebel Bookshelfwww.siebel.com

1



1.22



Standard Siebel Application

Functionality demonstrated so far is standard and prebuiltData presented in the UI is stored in a database

SiebelDatabase



1.23



Changing the Standard Application

Standard Siebel applications can be changed to meet your business requirementsIn this course, you will configure Siebel Call Center and SiebeleService to change some prebuilt functionality, for example:

Change drilldowns and navigation Extend database to store new fieldsDisplay new fields in Siebel viewsCreate new list and forms Create entities to manage your business Create picklists to control field values Change list and column names

1



1.24



Benefits of Deploying Siebel Applications

Applications are integrated, so they can work separately or together

Integrated applications access a common Siebel databaseAll Siebel eBusiness Applications are built on a common architecture



1.25



Summary

This module showed you how to:Describe standard Siebel terminology and user interface behaviorDescribe Siebel employee, customer, and partner applicationsDescribe standard features that can be changed

1



1.26


Using the Siebel Client


2.1


Module 2: Using the Siebel Client

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Module 2: Using the Siebel Client 2 of 25

Module Objectives

After completing this module you will be able to:Use the Siebel user interface (UI)

Why you need to knowUnderstanding the UI enables you to effectively use Siebel applications Knowledge of standard application features provides context for configuration later in the course



2.3



Home Page

Logging in to a Siebel application displays a home page

Personalized content based on login

Frequently used screens

Drill down on hyperlink for more detail

Application-level menu

This is an example of a typical home page for a Siebel employee application.

Home Page

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Navigating the UI

Clicking on different UI elements navigates to different data Screen tabs

View tabs

Show drop-down

Selected record

List

Form

The selected record in a list is highlighted with a contrasting color. Selected Record

Clicking a view tab shows data related to the selected record. For example, clicking the view tab Account Team will show the account team for the account Perrier Group of America.

View Tab

Clicking here will show a subset of data for the functional application area. Show Drop-Down

Clicking a screen tab navigates to a functional area of the application, such as accounts, contacts, service requests, assets, campaigns, and so on. Screen tabs indicate the most commonly used screens. To access all available screens in the application, use the application-level menu and select View Site Map.

Screens



2.5



Screens and Views

Screens and views show business entities and related data

List

Form

Indicates the subset of account data displayed in list

Accounts screen

Subsets of account data that can be displayed

Shows a subset of data for the functional application area. Click a selection in the drop-down list to navigate to a different subset of data.

Show Drop-Down

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2.6



Navigating Through Lists and Forms

Use next or previous record set buttons or menu button

Navigate through records in a list

Navigate to next record or previous record in a form

Click menu button to

navigate to first or

last records in list

Selecting Last Record will navigate to the last record in the list. Last Record

Selecting First Record in the menu will navigate to the first record in the list.

First Record



2.7



Drilling Down for More Information

Drill down on hyperlink to see more information

1. Clicking account hyperlink…

2. …presents account and contact data

Hyperlinks can be configured using Siebel Tools. Hyperlinks

2



2.8



Navigating Through Views and Screens

Back and forward arrows

History drop-down

Thread bar

Use arrows to navigate to previous screens and views

Select from drop-down list to navigate to previous

screens and views

Current view is at top of list

Click on hyperlink to navigate to previous view Current view

The thread bar shows your:• Location among screens and views• Path as you drill down on a record

Thread Bar

These are the arrows available for navigation in the Siebel application. Do not confuse them with the browser back and forward arrows, as behavior is very different.

Back and ForwardArrows



2.9



Working with Data in the UI

There are several mechanisms for working with data, such as: Application-level menuMenu buttonsCreating and modifying data Picklists and multi-value groups Queries Favorites SortingKeyboard accelerators

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2.10



Application-Level Menu

This menu applies to the entire application and shows available actions

The application-level menu is available only in the high interactivity interface.

High Interactivity UI

Menu items might vary depending on the Siebel application you are using. These menu items are available in the standard Siebel Call Center application.

Menu Items



2.11



Using Menu Buttons

Menu buttons show available actions for lists and forms

Click to show menu for Opportunities

list

Click to show menu for

Opportunity form

The menu button displays a menu of actions available for the list or form. Notice that some of these actions are also available from the application-level menu. The menu button is available only in the high interactivity interface.

Menu Button

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2.12



Creating Data

Click menu button or New to create a new record

Click menu button, then select New

Record

Click New to create new

record

Red asterisk signifies required field

If a record cannot be undone or deleted, the actions will be grayed out and unavailable to the user.

Undo and Delete Record

Clicking the New button or choosing New Record in the menu renders the same results in the UI. A field with an asterisk means it is a required field for the record.

Creating New Record



2.13



Modifying and Saving Data

Modify dataSelect record field in the list or form, and change it

Save data implicitlyClick off the record in a list or the field in a form to commit it to the databaseAvailable in high interactivity interface

Save data explicitly Click Save to commit the record to the databaseAvailable in standard and high interactivity interfaces

Explicit save

The presence of the Save button does not negate the implicit record-level commit described above.

Save Button

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2.14



Using Picklists and Multi-Value Groups

PicklistSelect a single value for a field in a record

Multi-value group (MVG)Associate one or more valuesto a field in a record

Associate members to the account team

Select an Account Type for the account

Drop-down arrow

Select button

Clicking the select button in a field accesses a dialog box, which provides a list of records from which to select.

Select Button

The drop-down arrow indicates that data can be selected from an available source, such as a picklist, calendar, or calculator.

Drop-Down Arrow

• Multiple addresses can be associated to an account • Sales teams can be made up of many team members• An opportunity can have multiple sources, such as phone call, trade show, or conference

• Multiple employees can be assigned to an activity

More Examples of MVGs



2.15



Querying for Data

Use a query to retrieve specific data

1. Select New Query

3. Select Run Query

2. Enter criteria in appropriate fields

4. Query returns all records

matching the criteria

Siebel eBusiness Applications support QBE, which helps you quickly and easily find the information you are looking for.

Query by Example (QBE)

A query retrieves information from a database, allowing you to:• Locate one or more records that meet specific criteria• Create a subset of data for viewing and reporting• Refresh the view to updated information

What is a Query?

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2.16



Query Operators

Wildcards (asterisks) can be used to search for multiple characters, for example

Ma* will find Madrid, but not San Mateo*Ma* will find Madrid and San Mateo* cannot be used in date or numeric fields

<= (less than or equal to) can be used on numeric or date fields<> (not equal to) can be used on all fieldsOR allows entry of more than one value for a field

See online help for a full list of query operators.

Select Help Contents Indexand click the letter ‘O’

Running a query with no criteria will return all records in the list. This is also a way to refresh your screen to see the most current information.

Null Criteria



2.17



Refining Queries

Use Refine Query to modify an existing query

2. Enter additional or modified criteria

1. Select Refine Query

Original query criteria

3. Select Run Query

4. Query returns all records matching both the original and the additional criteria

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2.18



Saving Queries

Use the application-level menu to save a query

1. Select Edit Query Save As

2. Name the query and click OK

By default, queries are saved as private queries, and are only available to the user who created them.

Saving Queries

You must use this menu to save queries. Optionally, you can perform the other query functions from this menu, such as creating a new query, refining an existing query, and running a query.

Application-Level Menu



2.19



Using Favorites

Favorites are available queriesQueries created and saved by the userPredefined queries provided by your administrator

Created and saved by user

Predefined queries

Navigate to Application Administration Predefined Queries to view predefined queries for the application.

Predefined Queries

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Sorting Data

Click the Sort icon in a column to sort data in ascending or descending order

Click up arrow for ascending (A – Z) order

Click down arrow for descending (Z – A) order



2.21



Keyboard Accelerators

Provide an alternative to mouse clicking for performing commands

Also known as keyboard shortcutsTwo modes

BasicExtended

See online help for a full list of keyboard shortcuts.

Select Help Contents Index and

click the letter ‘K’

Examples of record shortcuts

This mode is for users who 1) Do not wish to download the ActiveX control to their browser client, or 2) Use browsers that are not able to accept and run ActiveX controls. Limitations are that you cannot map any key sequences that are already used by the browser, and you cannot map any key sequences that use special keys (such as function keys and up/down arrow keys).

Basic Mode

This mode makes use of a small ActiveX control downloaded one time to the browser when starting the Siebel application. Extended mode allows the ability to map any key sequence to Siebel commands. This is the default setting and is the most commonly used mode.

Extended Mode

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Controlling UI Presentation: Columns

Click the menu button and select Columns Displayed

Columns available to be used in the list

Current columns in the list

Click buttons to sequence

columnsClick buttons to add to or remove from

Selected Columns



2.23



Controlling UI Presentation: Show More

Toggle the list or form to show more or less detail for a record

1. Click Show more button…

2. … to show more details

in form

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Summary

This module showed you how to:Use the Siebel user interface (UI)



2.25



Lab

In the lab you will:Practice using the Siebel Call Center application

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2.26


Organizing Data Behind the User Interface


3.1


Module 3: Organizing Data Behind the User Interface 3



3.2


Module 3: Organizing Data Behind the User Interface 2 of 17

Module Objectives

After completing this module you will be able to:Describe how data is organized behind the user interface (UI) Describe the relationship between data in the database and data in the UIDescribe the relationship between lists, forms, views, business components, and business objects

Why you need to knowKnowing these fundamental concepts is important to understanding and configuring Siebel applications



3.3



Lists and Forms Display Related Business Data

The Siebel UI displays a collection of related business data items in lists and forms

Each field in a list or form represents a business data item

List

Form

Business data item

Record

A record is a collection of related business data items presented in a list or form.

Record

3



3.4



Business Data Stored in Database

Each business data item is stored in a specific database table and columnList and form data come from many tables and columns

Database

Table and columns

Business data item

Record



3.5



Business Components

Are a collection of data in the database reorganized to reflect the user’s businessOrganize data from the user’s business perspective for presentation in the UI

Database

Table and columns

Multiple records displayed in a list

Businesscomponentswork here

Single record displayed in a form

Lists and forms are types of applets. Applets

Data appears in the UI according to the user’s business perspective, and not by how it is organized in the database

Data in the UI

A business component is a collection of data organized to reflect the user’s business. A business component represents related fields of data in a list or form.

Business Component

3



3.6



Lists and Forms Reference Business Components

Each list or form references one and only one business component

List references one businesscomponent

Form references one businesscomponent



3.7



Common Business Components

Business components representing common Siebel business entities include:

Account OpportunityService RequestContactActivity 3



3.8



View

A collection of related lists and forms representing a functional business area

Accountlist

Accountform

Businessarea

A view can also be referred to as a collection of applets, which may be of the type Form or List.

View



3.9



Business Object

Organizes business components (BC) in relationship to each other so related data can be displayed in a view

Business object is a

collection of business

components

List references one businesscomponent

Form references one businesscomponent

Business objects organize data and present it in a view, similar to how business components organize data and present it in lists and forms.

Business Object

3



3.10



Business Objects Relate Business Data

A business object (BO) contains information about the relationships between business components (BC)Represents a collection of BCs and the relationship between them

Opportunity

Account

Product Contact

Account

Business component

Business componentBusiness

object



3.11



Parent and Child Business Components

A business object (BO) contains a parent (or master) business component (BC)All other BCs within the BO are child BCs of the parent BC

Opportunity

Account

Product Contact

Account

Child BC

Parent BCBusinessobject

Parent and child business components typically represent one-to-many record relationships. A view in the UI shows the relationship of more one or more business components within one business object.

Relationships

3



3.12



Example: Parent Business Component

The Account business component is the parent business component for the Account Contacts view

One account record per view

Opportunity

Account

Product Contact

AccountAccount form references

Account parent business component

Businessobject

Record



3.13



Example: Child Business Component

The Contact business component is a child business component for the Account Contacts view

One or more contact records are related to the account

Opportunity

Account

Product Contact

Account

Contact list references Contact child

business component

Businessobject

Record

3



3.14



Determine Business Components for a View

Use Help About View to determine business components for a view

Parent business component Child business component



3.15



Siebel Applications

Are characterized by three distinct layers

1.Data presentation 2. Business logic 3. Data storage

Opportunity

Account

Product Contact

Account

Siebel Tools and Configuration GuideReference

3



3.16



Summary

This module showed you how to:Describe how data is organized behind the user interface (UI) Describe the relationship between data in the database and data in the UIDescribe the relationship between lists, forms, views, business components, and business objects



3.17



Lab

In the lab you will:Use About View to determine business components and business objects which organize and display data in some Siebel views

3



3.18


Exploring the Siebel Architecture


4.1


Module 4: Exploring the Siebel Architecture

4



4.2


Module 4: Exploring the Siebel Architecture 2 of 23

Module Objectives

After completing this module you will be able to:Identify the pieces that make up the Siebel Web architectureIdentify the process by which Siebel requests are processed and sent to the Web clientIdentify the role of each component of the architecture

Why you need to knowEnables you to understand the relationship between Siebel software components, preparing you to successfully install them



4.3



Siebel Web Architecture Overview

At a high level, the Siebel architecture consists of:A relational database and file system that store business dataServers that manage the business data and provide batch and interactive services for clientsWeb clients that access the business data

SiebelFile SystemDatabase

Server

Siebel Servers

Web Server

Clients are discussed in more detail in the next module.Clients

4



4.4



Logical Architecture

Siebel Web Client (browser)Plugins for industry standard Web serversSiebel Gateway ServerSiebel Enterprise ServerOne or more Siebel ServersSiebel Server ComponentsDatabase ServerSiebel File System

DatabaseServer

SiebelFile System

Gateway Server

BrowserThe Siebel architecture consists of:

Enterprise ServerSiebel Server

Component

Siebel ServerComponent

Web Server

Siebel Web Server Extension

Image Cache

Siebel Server Installation GuideReference

Client browser access might be different depending on client deployment. Differences in the Siebel clients will be explored in the next module.

Browser Access



4.5



Siebel Clients

Run in a variety of environmentsWeb browsers, WML devices, and PDAs (Windows CE and Palm)

Two modes of interactionStandard modeHigh Interactivity mode

Gateway Server

Browser


Component


Connection statestored on Siebel Server, supporting reconnection

if necessary

Web Server


Image Cache

WML (Wireless Markup Language) is intended for use with narrowband devices, including cellular phones and pagers.

WML

Siebel System Requirements and Supported PlatformsReference

4



4.6



Enterprise ServerSiebel ServerSiebel Server

File System ManagerWorkflow Manager

Object Manager Component


ComponentSiebel Server

Component

Web Server and Siebel Web Server Extension

Web serverIdentifies and passes Siebel requests to the Siebel ServerPasses completed HTML application pages back to browser

Siebel Web Server Extension (SWSE)Extends Web server to recognize URLs with Siebel requestsRoutes requests to the appropriate Siebel Server component

Gateway Server

Web Server


Image Cache

The Siebel Web Server Extension connection to the Object Manager is stateless. This allows sessions to be dynamically load balanced across Web servers at the HTTP request level. It also improves Web server scalability and availability.

Stateless Connection




4.7



Image Cache

Siebel component residing on Web server that reduces load on Siebel Servers and file system

Images published to Web serverAllows parallel download of images






Component

Gateway Server

Web Server


Image Cache

4



4.8



Gateway Server: Name Server

Serves as a single entry point for accessing Enterprise Server(s)Dynamically registers Siebel Server and component availability

Assigns work based on components requested by SWSEStores component definitions and assignments, operational parameters, and connectivity information

Stored in siebns.dat file in shared directory



Component

Gateway Server

Web Server


Image Cache

The Gateway Server can be run in a clustered environment to provide redundancy and avoid a single point of failure.

Clustered Environments

The Gateway Server runs as a Windows service or UNIX daemon process.

Gateway Server



4.9








Component

Gateway Server: Connection Brokering

Directs client requests to the least-laden Siebel Server running the desired component

Does not apply to mobile and handheld client connectionsUses Resonate Central Dispatch (optional third-party software)

Gateway Server

Web Server


Image Cache

To enable optional load balancing, Resonate must be installed.Load Balancing

Mobile and handheld Web clients connect directly to the Siebel Server. These clients are covered in more detail in the next module.

Exceptions

4



4.10



Siebel Server

Processes requests from Siebel clientsControls server components running on a machineObtains configuration information from the Gateway ServerRuns as a Windows service or UNIX daemon process




DatabaseServer Siebel

File System



4.11



Server Component

A type of program that executes on a Siebel Server to perform a specific function or jobExamples:

Importing and exporting dataConfiguring the database to monitor for user-defined conditionsManaging access to File SystemProcessing of client requestsIntegration with CTI middleware




Examples:• Synchronization Manager• Workflow Manager• File System Manager• Object Manager• Communications Server

Details about important server components are provided later in the module.

Server Components

4



4.12






Enterprise Server

Supports groups of users accessing a single database server Logically groups Siebel Servers sharing configuration information Supports common administration via Siebel Server ManagerInstalled and configured as part of the first Siebel Server installation

Gateway Server

DatabaseServer

SiebelFile System



4.13



Object Manager

Server component that creates and processes data at multiple levels

UI layer (supported by the Siebel Web Engine)Business object layer

Processes business logicData object layer (supported by Data Manager)

Manages resources and session state

Siebel Server

Component


Business Object

Object Manager

Siebel Web Engine

Data Manager

Business ObjectBusiness Object

4



4.14



Data Manager

Provides an abstraction layer for the Object ManagerSeparates queries from business logic processing

Performs object and relational mapping for the Object ManagerDynamically generates database-specific SQL statements in response to Object Manager requestsPasses data result sets back to the Object Manager

Siebel Server

Component


Object ManagerBusiness Object

Data Manager

Business Object

The Data Manager uses optimal database-specific queries to enhance performance:

• Uses database-specific client access libraries for the best performance

• Takes advantage of database-specific functionality• Optimized to return only fields necessary for a specific request and

manages large result sets by caching a larger working set.

Performance



4.15



Database Server

Stores Siebel data within a predefined database schema on a third-party relational database management system (RDBMS) Supports Siebel Server and client access through native SQLAccessed by Data Manager


Component

Gateway Server

Object Manager

Data Manager

Compo


DatabaseServer

SiebelFile System

The predefined database schema is extensible.Extensible Schema

4



4.16



Siebel Web Engine

Siebel Web Engine (SWE) runs as a service as part of the Object Manager Constructs the UI

Processes Siebel requestsAssembles templates to construct page frameworkRequests retrieved data from Object ManagerGenerates HTML, WML, and XML from template and dataPages passed to browser via the Web server and SWSE

Siebel Server

SiebelTemplates

Object Manager

Siebel Web Engine

BrowserWeb Server

SWSEHTML


Image Cache

Hypertext Markup Language (HTML), Wireless Markup Language (WML), and Extensible Markup Language (XML) are used to define content and presentation in a browser.

Markup Languages



4.17



Siebel File System

The Siebel File System is a shared directory that stores compressed files used by Siebel applications

Examples: Product literature, sales tools, presentationsRead/write access is controlled by the File System Manager component on Siebel Server


File System Manager

Component


File System

Gateway Server

4



4.18



Web Usage Scenario

Template used is based on the view requested as specified by operation Object Manager

retrieves data from Siebel database orexternal application

SiebelTemplates

SWE builds HTML page with data and template tags which is passed via the Web server to the browser

OutboundInbound

Web Server


Siebel Data

Data Manager

Object Manager

Siebel Web Engine


Data Manager

Browser generates HTTP request

Web server recognizes that URL contains a Siebel request and passes it to the Siebel Web Engine (SWE) SWE

requests retrieved data fromObject Manager

1

2

3

4

5

6



4.19



Web Server


Image Cache


Component

Overview: Logical Server Architecture

Enterprise Server: Group of Siebel Servers

that access the same Database Server

Database Server:Predefined tables and columns

that store Siebel data

File System: Directory that stores

compressed files usedby Siebel applications


File System

Gateway Server

Siebel Server: Runs one or more

components that supplyservices to clients

Gateway Server: Provides access to and

distributes load forSiebel Servers

Web Server: Provides access to Siebel clients,

processing requests using Siebel Web Server Extension

Object Manager(Includes SWE)


4



4.20



Physical Architecture

The Gateway Server, Siebel Server, Database Server, and File System can be implemented on one machine or spread across multiple machinesThe Siebel Server(s) should have a high-speed LAN connection to the Database Server

DatabaseServer

SiebelFile System

Siebel ServerGateway Server

Siebel Server

Enterprise Server

High-speed LAN

Web ServerSWSE

FirewallFirewall



4.21



You Decide

Consult the documentation to determine which software to install on which machine(s) given your environment and requirements

4



4.22



Summary

This module showed you how to:Identify the pieces that make up the Siebel Web architectureIdentify the process by which Siebel requests are processed and sent to the Web clientIdentify the role of each component of the architecture



4.23



Lab

In the lab you will:Match Siebel architecture components to their descriptions

4



4.24


How Clients Access Siebel Data


5.1


Module 5: How Clients Access Siebel Data

5



5.2


Module 5: How Clients Access Siebel Data 2 of 24

Module Objectives

After completing this module you will be able to:Identify the various Siebel clientsIdentify how each client accesses Siebel Servers and data

Why you need to knowTo deploy Siebel clients, you must understand the architecture that supports them and how each client accesses Siebel Servers and data



5.3



Siebel Clients: Overview

Use a standard Web browser to display information in the user interface (UI) with data retrieved from the Siebel databaseAccess Siebel data differently based on client type

Not all connect through Web Server and Siebel Web Server Extension (SWSE)

Gateway Server

Web Server


Browser


Component


DatabaseServer

SiebelFile System


5



5.4



Siebel Clients: Overview Continued

Five types deployed in Internet or intranet environmentsSiebel Web clientSiebel Wireless Web clientSiebel Handheld clientSiebel Mobile Web clientSiebel Dedicated Web client

Mobile WebWeb Wireless Web Handheld Dedicated Web

Siebel Web Client Administration GuideReference



5.5



Client Access Overview

Access to Siebel data differs based on client typeWeb and Wireless Web Clients connect through Web ServerHandheld and Mobile Web Clients connect through Gateway ServerDedicated Web Client connects directly to Siebel database

SiebelFile System

DatabaseServer

Siebel Servers

Web Server

WebWireless Web

HandheldMobileWeb

Dedicated Web

5



5.6



No Software on Web and Wireless Web Clients

Web and Wireless Web clients do not require Siebel software installation

Siebel applications run in standard browsersConnection state stored on Siebel Server

Gateway Server

Web Server


Browser


Component




5.7



Siebel Applications

Consist of:An object managerConfiguration (.cfg) file or Object Manager component parameters defining the repository file and databaseA repository (.srf) file that specifies the configured applicationA set of template files that specify how to render the UI in theuser’s browserA relational database

Object ManagerObject Manager

.cfg.srf

Database

Templates

Parameters

Web ClientsMobile and Dedicated Web Clients

5



5.8



Siebel Application Components

Data that specifies the application is separate from the engine that executes the application


.cfg.srf

Database

Templates

Parameters




5.9



Object Manager

The Object Manager is an engine for Siebel eBusiness Applications

Builds a Siebel application at run time Single and reusableSame Object Manager for all applicationsSupports multiple users


.cfg.srf

Database

Templates

Parameters

Web Clients

Mobile and Dedicated Web Clients5



5.10



Siebel Repository File (.srf)

Separate file with object definitions that contain the application configuration

UI objects specify the data presentationBusiness objects specify the business rules and processesData objects specify the data organization and storage

Used with Object Manager, builds a Siebel application at run time


.cfg.srf

Database

Templates

Parameters




5.11



Configuration File and Component Parameters

Contains initialization settings for the Object Manager including:

Gateway Server LDAP directory serverEnterprise Server File systemRepository (.srf) file Database server (data source)Application or server component


.cfg.srf

Database

Templates

Parameters

Web Clients

Mobile and Dedicated Web Clients5



5.12



Configuration File and Component Parameters Continued

Some clients obtain initialization settings from both the configuration file and Object Manager component parameters

Web clientWireless Web client

Some clients obtain initialization settings exclusively from theconfiguration file

Mobile Web clientDedicated Web clientHandheld client



5.13



Application Component Locations

For Web and Wireless Web Clients, components reside on the serverFor all other clients, components reside on the client

5



5.14



Siebel ServerEnterprise ServerSiebel ServerObject Manager

Siebel Web Engine


Data Manager

Web Client

Accesses Gateway Server and Siebel Server through Web Server running SWSE Accesses Siebel data through Object ManagerResults transformed by Siebel Web Engine and returned as HTML pages to client browser

SiebelFile System

Gateway Server Web Server


Web Client

DatabaseServer

HTTP

.srf.cfg



5.15



Web Client Continued

Uses Web browser to launch HTML page specifying .swe page.swe page invokes SWSESWSE (eapps.cfg) parameters identify Object ManagerObject Manager component parameters specify Enterprise Server, Siebel Server, .cfg, and .srf

Web Client

.swe (SWSE)

Object Manager

5



5.16



Wireless Web Client

Connects to a Wireless Application Protocol (WAP) server connected to a Web server with SWSE installedConnects to a database server through the Object Manager

Results are transformed and returned as WAP pages

SiebelFile System

Gateway Server Web Server


Wireless Web Client

DatabaseServer

.srf

WAP ServerSiebel Server

Enterprise ServerSiebel ServerObject Manager

Siebel Web Engine


Data Manager

.cfg

Siebel Wireless Administration GuideReference

This is an extension to a Web Server to support wireless Web access. The Wireless Application Protocol is a version of XML.

WAP Server



5.17



Handheld and Mobile Web Clients

Access local .cfg and .srf filesDirectly access a local database and Siebel File SystemDirectly connect to their designated Siebel Server for synchronization

SiebelFile System

DatabaseServer

.srfMobile/Handheld ClientSiebel Server

Enterprise ServerSiebel ServerObject Manager

Siebel Web Engine


Data Manager

.cfg

5



5.18



Handheld and Mobile Web Clients Continued

Launch siebel.exe from program group or startup iconStartup switch identifies .cfg.cfg identifies .srf, application, local database, and Siebel ServerMobile and Handheld are not zero-footprint applications

Mobile Web Client



5.19



Disconnected Processing

For disconnected activity, processing is provided by a local Object Manager, Data Manager, and Siebel Web Engine

Processing provided on clientHTML delivered to browser by local Web server with SWSE

.srf

Mobile/Handheld Client

Web ServerSWSE

Siebel ServerSiebel Server

Object Manager

Siebel Web Engine


Data Manager

.cfg

Disconnected processing refers to handheld and mobile Web clientprocessing which has no connection to a Siebel Server or database server.

Disconnected Processing

5



5.20



Dedicated Web Client

Uses the Mobile Web client’s local processing to support dedicated access to database

No requirement for Web Server or SWSENot a zero-footprint application

.srf.cfg

SiebelFile System

Siebel ServerEnterprise Server

DatabaseServer

Component


Web ServerSWSE

Object Manager

SWE

Business Object

Data Manager



5.21



All Clients

Siebel architecture supports a mixture all clients

SiebelFile System

Gateway Server

Siebel Server

Component

Object Manager

Siebel Web EngineData Manager

Enterprise Server

DatabaseServer

.srf.cfgMobile/Handheld

Client

Web ServerSWSE

Web ClientWAP Server

Wireless Web Client

.srf.cfg

.cfg

.srf


Siebel Web Engine

Data Manager

Object Manager

Web ServerSWSE

5



5.22



You Decide

Consult the documentation to determine which software to install on which machine(s) given your environment and client requirements



5.23



Summary

This module showed you how to:Identify the various Siebel clientsIdentify how each client accesses Siebel Servers and data

5



5.24



Lab

In the lab you will:Complete a possible deployment diagram

Installing Siebel Software


6.1


Module 6: Installing Siebel Software

6



6.2


Module 6: Installing Siebel Software 2 of 25

Module Objectives

After completing this module you will be able to:Install the Siebel Gateway Server, Siebel Server, Enterprise Server, and Database Server to set up your Enterprise Server environmentTest server-to-database connectivity

Why you need to knowTo determine correct installation parameters valuesTo install Siebel software successfully



6.3



Consult the Documentation

Siebel System Requirements and Supported PlatformsSiebel Release Notes Siebel Server Installation Guide Siebel Web Client Administration Guide

6



6.4



Pre-Installation Tasks

Prepare for installationCreate operating system account(s)Create the Siebel database Create the Siebel file system directory and share it

Siebel Web Client Administration Guide




6.5



Prepare for Installation

Verify prerequisites defined in the documentationSupported hardwareSupported operating system (OS)Required third-party software

6



6.6



DatabaseServer

SiebelFile System

Siebel ServerGateway Server

Web Client

Enterprise Server

G1S1

D1

C1

C1, G1, S1, D1, W1

Machine/Host

Names/Addresses:

Prepare for Installation Continued

Identify where software will be installedWhich machine(s)What naming conventionWhat directory structure

Example:

W1

Web Server

The machine running the client browser.“C1”

The Web Server machine running the Siebel Web Server Extension installed to access the Gateway and Siebel Servers.

“W1”

The machine running the Siebel Server software.“S1”`

The machine running the Siebel Gateway Server software.“G1”

The machine running the third-party database software.“D1”



6.7



Create Operating System Account(s)

Create the Siebel Service Owner AccountUsed to run Enterprise Server processes and components

Create the Siebel Monitoring AccountRequired by optional Resonate Central Dispatch connection brokering software

Consult the Siebel Server Installation Guide for exact steps andprivilegesExample:

NTSERV

The Siebel Service Owner Account is used to run Windows processes or start UNIX daemon processes.

Owner Account

6



6.8



Create the Siebel Database

Install the proper version of third-party RDBMS softwareCreate an empty database/tablespace with appropriate space definedConsult the Siebel Server Installation Guide for recommended database configuration parameter settings Example:

siebeldb

D1D1Machine Name:

siebeldbDatabase:

500 MBSize:

The database administrator uses database vendor tools to create the database. The scripts refer to the database using the default name siebeldb. You may change the name.

Siebel Database



6.9



Create the Siebel File System

Create the Siebel File System as a directory on a disk with sufficient space Must be accessible from machines running Siebel Enterprise Servers and Siebel clientsMust support long and case-sensitive filenamesExample:

C:\siebfile

S1S1Machine Name:

C:\siebfileFile System:

The default name is siebfile. You may change the name.File System

6



6.10



Install and Verify Siebel Software

Install and verify:Gateway ServerEnterprise and Siebel ServersSiebel Database ServerSiebel Web Server ExtensionPrerequisite third-party or ancillary products (FirstLogic, Fulcrum, and so forth) required by Siebel Servers

Clients require a third-party browser on the client.Client Browser

The Gateway Server, Enterprise and Siebel Servers, and Siebel Database Server can be installed either separately or simultaneously.

Installation



6.11



G1

Install Gateway Server

Invoke server installation program to install and configure Gateway Server on its designated machineExample:

Follow steps in installation wizard and consult documentation

NTSERVC:\sea701

G1

Destination Directory:

OS Account:

Machine Name:

G1

Gateway Server


The account name is the operating system account that was created in the pre-installation tasks.

OS Account

As depicted earlier, depending on your deployment, you may run the installer on multiple machines to distribute server software.

Distributed Software

6



6.12



Verify Gateway Server

Inspect directory and files in the Siebel root directoryVerify the Windows Service or UNIX daemon process is startedExample:



6.13



Install Enterprise and Siebel Servers

Invoke server installation program to create and configure an Enterprise Server, Siebel Server, and ODBC data sourceExample:

G1

C:\sea701

siebel


Gateway Name Server Hostname:

Enterprise Server Logical Name:

HQ\G1\c:\siebfile

D1

File System:

Database Machine Name:

siebeldbDatabase/Tablespace:

Database User/Password:

Siebel Server Machine Name:

Siebel Server Logical Name:

SADMIN/SADMIN

S1

siebel_S1

C:\siebfile

S1

siebel

S1

Siebel Server

SiebSrvr_siebel

ODBC Data SourceNTSERVOS Account:

Enterprise Server

The name of the Siebel Server. You may set this to a different string of characters.

“siebel_S1”

The default name for the system administration database login. It is created when the grantusr.sql script is run as part of the database server installation. SADMIN also corresponds to the default Siebel employee created in the seed data.

“SADMIN”

The default name of the database that was created in the pre-installation tasks. It will contain the Siebel database tables.

“siebeldb”

The file system is a shared directory.File System

The default name for the logical grouping of servers in the enterprise. You may set this to a different string of characters with a maximum length of 12 characters.

“siebel”

6



6.14



Verify Enterprise and Siebel Servers

Inspect directory and SESsetup.log file in the Siebel root directoryVerify the Windows Service or UNIX daemon process is runningExample:



6.15



Install Database Server

Invoke server installation program to install the DB Server Configuration utility and its associated filesRun grantusr.sql script to create database usersUse the DB Server Configuration utility to create the database schema and populate seed dataUse the DB Server Configuration utility to populate repository data

siebeldb

D1

C:\sea701\dbsrvrSiebel Database Server Directory:

Siebel Server directory:

SADMIN/SADMINDatabase User/Password:

Database Table Owner:

C:\sea701\siebsrvr DatabaseServer

SIEBEL/SIEBELODBC Data Source Name: SiebSrvr_siebel

C:\sea701Destination Directory:

Siebel Server Installation Guide for Microsoft WindowsSiebel Server Installation Guide for UNIXSiebel Tools Reference

Reference

The default name of the siebeldb database owner. The login and owner are set when the grantusr.sql script is run. There is no corresponding employee. Therefore, you may change this value by modifying scripts and parameters.

“SIEBEL”

The default name for the system administration database login. Here it is used to create the ODBC datasource. Since this corresponds to the default employee in the seed data, you should not change this.

“SADMIN”

6



6.16



Verify Database Server

Inspect directory and log filesVerify database connectionVerify schema and seed dataVerify repository dataExample:



6.17



Install Siebel Web Server Extension

Install required Web ServerInstall Siebel Web Server Extension

Invoke eappweb installation programExample:

G1C:\sea701\SWEApp

siebel

Destination Directory:Gateway Server Machine Name:

Enterprise Server Logical Name:

Siebel Server Logical Name: siebel_S1W1

Web ServerSWSE



The name of the machine on which the Web Server is installed.“W1”

The name of the Siebel Server. You may set this to a different string of characters. Avoid spaces.

“siebel_S1”

The default name for the logical grouping of servers in the enterprise. “siebel”

The name of the machine on which the Gateway Server was installed.“G1”

6



6.18



Verify Siebel Web Server Extension

Inspect Web Server virtual directories on Internet Information Server



6.19



Enter License Key

When initially connecting to the server, enter the license keyConnect to the server with Siebel Tools or the Mobile Web client and enter the key when prompted

6



6.20



Managing License Keys

Once you have entered the license key, you can add, modify, or delete license keys

Navigate to Application Administration License Keys to add additional products



6.21



Verify Client

Verify application launch and connectivity to serverExample:

Web Server Siebel Application SWE Command

The SWE command is processed by the Siebel Web Engine. In this example, the request is that SWE deliver the start page for user SADMIN.

SWE Command

6



6.22



Post Installation

Example:

siebeldb

C:\siebfile

S1G1

siebel

G1S1

D1C1

Gateway ServerEnterprise Server

Siebel Server

File System

Database Server

Client

W1

Web Server running Siebel Web Server Extension

Web ServerSWSE



6.23



Classroom Installation

In the classroom, students will install all software on their desktop machines

siebeldb

C:\siebfile

HOSTNAME00

HOSTNAME00

siebel

HOSTNAME00

D:\sea701\gtwysrvr

D:\sea701\siebsrvr

D:\sea701\dbsrvr

D:\siebfile

Enterprise Server

Gateway Server

Siebel Server

File System

Database Server


D:\sea701\SWEApp Web Server

Mobile client C:\sea701\client

6



6.24



Summary

This module showed you how to:Install the Siebel Gateway Server, Siebel Server, Enterprise Server, and Database Server to set up your Enterprise Server environmentTest server-to-database connectivity



6.25



In the lab you will:Install a Siebel Server EnvironmentRun scripts to create users in the Siebel databaseInstall a Siebel Database ServerInstall a Siebel Mobile Web ClientInstall a Siebel Web Server ExtensionVerify client to server connectivityPrepare a virtual directory for a second Object Manager

Please follow the directions carefully, and pay attention to the parameters you are entering

Please type in the case (upper versus lower) that is specified

Lab

6



6.26


Server Administration


7.1


Module 7: Server Administration

7



7.2


Module 7: Server Administration 2 of 27

Module Objectives

After completing this module you will be able to:Use Server Manager to administer your Siebel Enterprise

Why you need to knowServer Manager enables you to perform server administration duties required for your Siebel application

Siebel Server Administration GuideReference



7.3



Server Manager

Is a set of views that allow you to manage your Siebel Enterprise

7



7.4



Server Manager Continued

Is used for a variety of administration duties, including: Enable, disable, startup, and shutdown components Assign components to execute on specific Siebel serversStop, pause, and resume server tasksMonitor status for components and tasksSet parameters for servers and components



7.5



Administering the Siebel Enterprise

Server Manager connects to the Gateway ServerGathers all connectivity information for each Siebel Server within the Siebel Enterprise

Server Manager then connects to each Siebel Server within the Enterprise

Displays servers for each enterprise supported by the Gateway Server

Starts a Server Manager task on each Siebel Server

7



7.6



Using Server Manager

There are two ways to use Server Manager

From the Siebel application interface

From the command line



7.7



Server Components

A component is a type of program that performs a specific jobOne or more instances can execute as a task on the Siebel Server

The standard Siebel application comes with many server components, for example:

Enterprise Integration ManagerFor importing and exporting data

Assignment ManagerFor assigning work based on business rules

Generate Database TriggersFor monitoring the database for user-defined conditions

7



7.8



Component Groups

Component Groups consist of related server componentsNavigate to Server Administration Enterprise Configuration to enable or disable component groups

Click the menu button …

… enable or disable component group



7.9



Component Groups Continued

Example: The Workflow Management component group consists of five server components

Component group must be enabled to utilize any

of the server components

To execute components on the Siebel Server, the component group to which they belong must be enabled.

Enable Component Groups

7



7.10



Component Definitions

Use to customize existing componentsExample: Modify component definition so that the same parameter values are in effect each time the task executes

Use to create custom componentsExample: Create EIM component definition called Import Accounts to only import accounts

Navigate to Server Administration Enterprise ConfigurationComponent Definitions

Parameters for the Call

Center Object Manager

component




7.11



Tasks

When a component executes, it is called a task A task is an instantiation of a component and runs in computer memoryThe same component may be instantiated many times

Example: Multiple Batch Assignment tasks can run concurrently onthe server

Several tasks can run simultaneously

7



7.12



At startup, a task reads parameters and executes according to their values

Example: Define the assignment object to be used in a Batch Assignment taskExample: Define which mobile clients to extract in the Database Extract task

Two types of parametersStatic

Cannot be changed for executing tasks Changes are effective for subsequent tasks

DynamicCan be changed for executing tasks and take effect immediately

Setting Parameters



7.13



Parameters are set at any of these levelsEnterpriseServerComponent Definition Server Component Task

A parameter set at the task level overrides the same parameter set at a higher level

Setting Parameters Continued

Highest

Lowest

Parameters set at the Enterprise level can be overridden by the same parameters set at levels below it. This is also true for parameters set at the Server, Component Definition, and Server Component levels.

Parameter Hierarchy

7



7.14



Server Component Modes

A server component executes in one of three modesBatch BackgroundInteractive



7.15



Batch Components

The task runs until completion, and then it stops Started manually via:

Graphical user interface Command-line interface

Examples

Subset of Enterprise Application Integration component group

Subset of Remote component group

Subset of Workflow Management component group

To determine the run mode for a component, navigate to Server Administration Enterprise Configuration Enterprise Component Groups.

Run Mode

7



7.16



Synchronizing Batch Components

Must be synchronized between the Gateway Server and the Database Server

This post-installation task is required in order to execute batch components on the Siebel Server

Navigate to Server Administration Enterprise ConfigurationBatch Component Admin

Click Synchronize buttonSynchronized components

Synchronize also needs to be performed whenever batch component definitions change, such as when parameters are updated or new component definitions are created.

Synchronizing Components



7.17



Background Components

The task runs continuously until the component is shutdown Runs repetitively, defined by a sleep time

Started:Manually via command line Automatically upon server startup

Examples


Subset of Workflow Management component group

Components with the parameter Default Tasks > 0 will start automatically when the Siebel Server is started. Navigate to Server Administration

Enterprise Configuration Component Definitions to view or modify component parameters.

Default Tasks Parameter

7



7.18



Interactive Components

The task runs in response to client requestsNo need to manually start

The task stops when the client disconnectsExamples

Subset of System Management component group


Subset of Siebel Call Center component group

To determine the run mode for a component, navigate to Server Administration Enterprise Configuration Enterprise Component Groups.

Run Mode



7.19



Component States

A server component may be in one of five states

Multi-threaded components that should be running are not, indicating a run-time error.

Unavailable

No processes are running for the component, and new tasks cannot be started.

Shutdown

Currently running tasks continue to run, but new tasks cannot bestarted for the component.

Offline

Tasks are currently running for the assigned component on the Siebel Server, and new tasks are allowed to start.

Running

Tasks are currently not running for the assigned component, but new tasks can be started.

OnlineDescription State

When enabled multi-threaded components are unavailable, this indicates a run-time error. Check the log files on the Siebel Server to troubleshoot the problem.

Unavailable State

7



7.20



Managing a Component

Navigate to Server Administration Servers Server Components to change a server component state

Select the component … … and click the appropriate action



7.21



Starting a Batch Task

Navigate to Server Administration Enterprise OperationsComponent Requests

1. Create new request and select component

2. Modify parameters 3. Submit request

Batch tasks can also be started using server manager from the command line.

Command Line

Click the menu button in the Component Requests form and then select Submit request.

Submit Request

Parameters set at the task level override the same parameters set at other levels.

Parameters

This list is populated when the batch components are synchronized on the Siebel Server.

Component/Job

7



7.22



Starting a Background Task

Via the UITasks with the parameter Default Tasks > 0 will start automatically upon Siebel Server startup

Using the command lineExample: Start a Workflow Monitor Agent task

ParametersComponent alias Siebel Server

Example: Transaction Router will automatically start on the server




7.23



Monitoring a Task

A task updates its state during executionCan be in one of the following states

Indicates that the process was not able to shut down cleanly, and had to be forced to shutdown

Killed

Indicates that the task encountered an error during its processing and exited

Exited with ErrorIndicates that the task ran to completion and exited normallyCompleted

Indicates that the task has been instructed to stop, or the component or server is being shut down

Shutting Down

Indicates that the task has been temporarily placed in a suspended state

Paused

Indicates that the task is executing normallyRunningIndicates that the task has been startedStarting up

Description State

The task state can be seen in the UI, in any of the following views: Enterprise Task, Server Tasks and Tasks. The task state can also be determined from the command line:Srvrmgr> list state values for task <task number>

Task State

7



7.24



Viewing Task Information

Each task creates a log of its executionView log via UI by drilling down on task number

Drill down on task number …

… to view Task Info Log

Event logging writes events to the log file based on the log level for each event type. Events are logged at the server and component level. Formore information on configuring server events and component events, see the Siebel Server Administration Guide.

Event Logging



7.25



Viewing Task Information Continued

View log file on the Siebel Server

Note the task number

View file in /log directory

In Windows environments, the log files are stored in:<Siebel_server_root>/siebsrvr/logIn UNIX environments, log files are stored in: <Siebel_server_root>/enterprises/<siebel enterprise>/server/log

Log Files

7



7.26



Summary

This module showed you how to:Use Server Manager to administer your Siebel Enterprise



7.27



Lab

In the lab you will:Enable server componentsSynchronize batch components Start a task and view its log Use command-line Server Manager

7



7.28


Access Control and Views


8.1


Module 8: Access Control and Views

8



8.2


Module 8: Access Control and Views 2 of 14

Module Objectives

After completing this module you will be able to:Describe Access Control for Siebel eBusiness ApplicationsDescribe the difference between view level Access Control and data level Access ControlIdentify the access control mechanisms used to restrict access to views in Siebel eBusiness ApplicationsDescribe the relationships between views, users, and responsibilities

Why you need to knowTo effectively use Siebel eBusiness Applications, you need to understand how access to views is controlled

Authentication and Access Control Administration GuideReference



8.3



Business Problem

Different users need access to different informationAccess to information must be controlled so that

Information is easy to findUsers see only appropriate information

CFO Field Sales Rep

Call Center Agent

Customers

Channel Partners

• Forecasting• Opportunities

• Orders

• Opportunities• Service Requests

8



8.4



Siebel eBusiness Solution: Access Control

Consists of all mechanisms used to control user access to views and data records in Siebel eBusiness Applications



8.5



Types of Access Control

View level Access Control (discussed in this module)Controls user access to views in Siebel eBusiness Applications

Data level Access Control (discussed in the next module)Controls user access to data records in Siebel eBusiness Applications

8



8.6



Access to Views

Users require access to different views based on their job function or role, for example:

Call center agents need access to views displaying service requests, calls in their queue, and campaign informationCustomers need access to views displaying their current orders or available productsPartners need access to views displaying sales opportunities or service requests



8.7



Responsibility

Determines the set of views to which a user has accessCorresponds to a user’s job function or role

Views associated with the Field Sales Representative responsibility

8



8.8



Adding Views to Responsibilities

The same views can be added to one or more responsibilities

Call Center Manager and

Universal Agent responsibilities

share a common set of views



8.9



Assigning Users to Responsibilities

Users can be assigned to one or more responsibilities

Mike Masters is assigned to both responsibilities:

Call Center Manager and

Universal Agent

8



8.10



Multiple Responsibilities

When users log in, they see the union of all views for their assigned responsibilities



8.11



Review: Users, Views, and Responsibilities

Responsibilities determine the set of views to which a user has accessViews are associated to one or more responsibilitiesUsers are assigned to one or more responsibilitiesA user sees the union of all associated views when he or she logs in

8



8.12



Restricted Access to Views

If a view is not included in a user’s responsibility, the user will not see a reference to the view in the:

Site mapShow drop-down listDetail tabs

If a user does not have access to any of the views in a screen:Screen tab is not displayed



8.13



Summary

This module showed you how to:Describe Access Control for Siebel eBusiness ApplicationsDescribe the difference between view level Access Control and data level Access ControlIdentify the access control mechanisms used to restrict access to views in Siebel eBusiness ApplicationsDescribe the relationships between views, users, and responsibilities

8



8.14



Lab

In the lab you will: Explore responsibilities and views for different users

Access Control and Data


9.1


Module 9: Access Control and Data

9



9.2


Module 9: Access Control and Data 2 of 24

Module Objectives

After completing this module you will be able to:Describe the difference between master data and customer data in Siebel eBusiness ApplicationsDescribe the different Access Control mechanisms used to restrict access to data in Siebel eBusiness Applications

Why you need to knowTo effectively use Siebel eBusiness Applications, you need to understand how access to data is controlled




9.3



Types of Data

Customer data (discussed in this module)Includes dynamic, transactional data such as opportunities and ordersIs created and managed by users of the applicationHas access controlled at the record level

Master data (discussed later in the course)Includes static, referential data such as products and literatureIs created and maintained by company administratorsCan be grouped into catalogs and categoriesCan have access controlled at the catalog and category level

9



9.4



Controlling Access to Customer Data

Access to customer data can be restricted using the following access control mechanisms

PersonalPosition-basedOrganization-based



9.5



Personal Access Control

Access is limited to records a that user has created or to which a user has been assigned

Records can be restricted to a single user or a team of usersAccess is controlled by user ID

ExamplesIn the My Service Requests view, a Web site visitor can see onlythe service requests he or she has createdIn the My Expense Reports view, an employee can see only the expense reports the employee has submitted for reimbursementIn the My Activities view, a user can see only the activities the user owns

9



9.6



Position-Based Access Control

Record access is limited to users based on their position withinan organization A position is:

A job title in a hierarchical reporting structure of an internal or partner organizationRepresents a person or group of people that require access to a set of dataIs more stable than an individual’s assignment to that position

People might change, but a position is static



9.7



Employees Per Position

Some positions have a single employeeTypical toward the top of a reporting hierarchy where a job is more specialized

For example, CEO, VPsSome positions have multiple employees

Typical toward the bottom of a reporting hierarchy where a job is less specialized

For example, a group of call center agents all doing the same work

Roger Smith is associated with the CEO position

9



9.8



Primary Employee

When there are multiple employees per position, only one employee is defined as the primary employee for a position

When a position is assigned to a record, the primary employee’s name appears in the primary field for the record, even if other users are associated with the same position

One employee is defined as primary employee for a position

Click the select button in the Last Name field to see all employees per position



9.9



Positions Per Employee

Employees can have multiple positions if they do different types of work or need to see different sets of data

Max Adams is associated with the Call Center Manager, Field Sales Representative, and Marketing Administrator / Analyst positions

9



9.10



Primary Position

If an employee has multiple positions, one is marked as primary

Click the select button in the Position field to see all positions per employee

One position is defined as primary for an employee



9.11



Change Position

Users can change position during a session by selecting View User Preferences Change PositionUsers can only log in as one position at a timeBy default, log in is based on the user’s primary position

9



9.12



Types of Position-Based Access Control

One or more positions can be associated with customer data using the following types of position-based Access Control:

Single positionTeam



9.13



Single Position Access Control

Assigns a single position to an individual recordAll users associated with the position have access to the record

In the My Quotes view, use the Sales Rep field to assign a single position to a record

9



9.14



Team Access Control

Assigns multiple positions, in the form of a team, to an individual record

All users associated with positions on the team have access to the recordA team can include internal and partner positions

In the My Opportunities view, use the Sales Team field to assign multiple positions to a record



9.15



Team Fields

Vary according to the view in which they appearExamples

My Opportunities view has a Sales Team field

My Accounts view has an Account Team field

My Contacts view has a Contact Team field

9



9.16



Primary Position on a Team

One position on a team is designated as primaryBy default, the position of the user who creates the record is automatically placed on the team as primaryPrimary position has additional privileges, such as:

Merging and deleting recordsForecasting an opportunityDesignating another position as primary

Casey Cheng’s position is primary on this team



9.17



Organization-Based Access Control

Record access is limited to the organization(s) to which a user’s positions are assignedProvides another level of Access Control at the level of business organizations rather than at the level of individual users

9



9.18



Organization

Represents a part of a business enterprise for purposes of restricting access to records

Allows you to partition your company into logical groups, and then display information appropriate to each of those groups

For example, you can restrict access to records for: Part of your company (division, department, business unit)A partner company that assists you in your business (channel partner)An external company that purchases your products (account)



9.19



Types of Organization-Based Access Control

One or more organizations can be associated with data using the following types of organization-based access control

Single organizationMultiple organization

9



9.20



Single Organization Access Control

Assigns a single organization to an individual recordAll users associated with the assigned organization have access to the record

In the My Contacts view, use the Organization field to assign a single organization to a record



9.21



Multiple Organization Access Control

Assigns multiple organizations to an individual recordAll users associated with the assigned organizations have accessto the record

In the My Opportunities view, use the Organization field to assign multiple organizations to a record

9



9.22



Review: Access Control Mechanisms

Personal Access ControlAccess is limited to records that a user has created or to which a user has been assigned

Position-based Access ControlRecord access is limited to users based on their position withinan organization

Organization-based Access ControlRecord access is limited to the organization(s) to which a user’s positions are assigned

Mechanisms are not mutually exclusiveA record can be restricted by more than one Access Control mechanism



9.23



Summary

This module showed you how to:Describe the difference between master data and customer data in Siebel eBusiness ApplicationsDescribe the different Access Control mechanisms used to restrict access to data in Siebel eBusiness Applications

9



9.24



Lab

In the lab you will:Explore data level Access Control for different users

Access Control and View Types


10.1


Module 10: Access Control and View Types

10



10.2


Module 10: Access Control and View Types 2 of 12

Module Objectives

After completing this module you will be able to:Identify the independent relationship between view access and data accessIdentify the different view types used to accommodate the AccessControl needs of different users

Why you need to knowTo effectively use Siebel eBusiness Applications, you need to understand the different available view types




10.3



Relationship Between Views and Data

Access to views is independent of access to dataFor example, Mike Jones and Casey Cheng have access to the same view based on their responsibilities, but see different data in the view based on their user ID, position, or organization

10



10.4



View Types

Different view types accommodate different usersMy ViewMy Team’s ViewAll ViewAll Across Organization View



10.5



My View

Displays records for which a user has direct accessCan use any Access Control mechanismExamples: My Opportunities, My Accounts

10



10.6



Special Access Views

Additional views have been created to accommodate managers, administrators, and executives who have data access needs that go beyond Access Control rules

My Team’s ViewAll ViewAll Across Organization View



10.7



My Team’s View

Used by managers to display records for users who report to them

Examples: My Team’s Opportunities, My Team’s Service Requests

10



10.8



All View

Used by administrators within an organization to display records for the organization, where a valid owner has been assigned to the record

Examples: All Accounts, All Opportunities, All Service Requests



10.9



All Across Organizations View

Used by executives to display records for all organizations, where a valid owner has been assigned to the record

Examples: All Accounts Across Organizations, All Opportunities Across Organizations

10



10.10



Administration Views

Displays all records in the database, even those without a valid owner

Navigate to Data AdministrationBecause they shows all records in the database, access to these views should be limited to very few people in your organization



10.11



Summary

This module showed you how to:Identify the independent relationship between view access and data accessIdentify the different view types used to accommodate the AccessControl needs of different users

10



10.12



Lab

In the lab you will:Explore different view types

Creating an Organization


11.1


Module 11: Creating an Organization

11



11.2


Module 11: Creating an Organization 2 of 14

Module Objectives

After completing this module you will be able to:Define your company’s organizational hierarchy in the Siebel application

Why you need to knowProvides a framework for creating your company’s reporting structure, which ultimately determines record and view access for employees



11.3



Consultant 8

Organizational Hierarchy

Allows for the definition of organizations, divisions, and positionsUse a top-down approach to define the company structure

Siebel Europe

Northern Europe Consulting

Professional Services, Amsterdam

Professional Services, Galway

Consultant 7 Consultant 10Consultant 9

Organization

Division

Sub-division

Positions

11



11.4



Defining the Company Structure

Create the company structure by defining:OrganizationsDivisions PositionsResponsibilitiesEmployees

Company structure determines the records and views to which employees have access



11.5



Defining Organizations and Divisions

Allows your company to:Partition itself into logical groups, and then segregate data based on these groups Limit access to data based on the organization(s) and divisions(s) to which positions are assigned

Consultant 8

Professional Services, Madrid

Siebel Europe

Southern Europe Consulting

Northern Europe Consulting

Professional Services, Rome


Professional Services, Galway

Consultant 7 Consultant 10Consultant 9Consultant 3Consultant 2Consultant 1 Consultant 6Consultant 5Consultant 4

Division

Sub-division

Organization

11



11.6



Defining Divisions

Navigate to Group Administration Divisions

Required fieldRequired field

Explorer view

Use caution when creating a division. Once you create a division:• You cannot delete it• You cannot change the organization.

Creating Divisions



11.7



Defining Organizations

Set Organization Flag to make a division an organization

Set flag

Organization appears in Explorer View

A division’s organization will be the organization of its parent division. In the event the parent division is null, the division’s organization will be the default organization.

Division’s Organization

11



11.8



Defining Organizations Continued

Navigate to Group Administration Organizations

Required fields:Name, Currency

Explorer View

Optionally, you can define skills for your organization. For example, you can define language or product expertise skills. Organization skills can be used by Assignment Manager to assign work appropriately. You will learn about Assignment Manager later in the course.

Organization Skills

Use caution when creating organizations. Once you create an organization, you cannot delete it.

Creating Organizations



11.9



Navigate to Group Administration PositionsCreate positions based on your reporting structure

Ask the question “Who needs to see what?”

Defining Positions

Explorer View

Required fields: Division, Position

Reporting relationship

Optionally, you can define skills for positions, for example, language or product expertise. Position skills can be used by Assignment Manager to assign work appropriately. You will learn about Assignment Manager later in the course.

Position Skills

Specify a parent position to set up a reporting relationship. Parent Position

11



11.10



Navigate to Application Administration Responsibilities

Defining Responsibilities

1. Create responsibility

2. Associate views to responsibility

There are many predefined responsibilities provided as part of the Siebel seed data.

Predefined Responsibilities



11.11



Defining Employees

Navigate to User Administration Employees to define employees

Required fields Associate one or more responsibilities

Associate one or more positions

Specify additional data for the employee

Optionally, you can define skills for your employees, for example, language or product expertise. Employee skills can be used by Assignment Manager to assign work appropriately. You will learn about Assignment Manager later in the course.

Employee Skills

Use this view to define other specific employee data, such as availability and skills.

Employees View

11



11.12



All OpportunitiesMy Team’s Accounts

Position and Responsibility

There is no relationship between position and responsibility Employees are assigned:

One or more positionsOne or more responsibilities


Division

Sales Manager

All Accounts

Positions

Responsibility

Views

Consultant 8Consultant 7

Siebel Applications Administration GuideReference



11.13



Summary

This module showed you how to:Define your company’s organizational hierarchy in the Siebel application

11



11.14



Lab

In the lab you will:Create the ABC organization hierarchy

Authenticating Users


12.1


Module 12: Authenticating Users

12



12.2


Module 12: Authenticating Users 2 of 21

Module Objectives

After completing this module you will be able to:Describe the difference between authentication and Access Control Describe internal and external authentication and how each works in Siebel eBusiness applications

Why you need to knowTo effectively manage users across applications, you need to understand the available options for authentication



12.3



Authentication and Access

Authentication:Determines and validates the user’s identityIs controlled inside or outside of the Siebel application

Access Control:Determines the resources available to an authenticated userIs controlled within the Siebel application by positions, responsibilities, organizations, user ID, and access groups

Siebel Authentication and Access Control Administration GuideReference

12



12.4



Business Challenge: Validating Users

How are users identified and validated?

Siebel Applications

Validation

Employees

Customers

Partners



12.5



Business Solution: Authentication

Authentication validates users before allowing them access to applications Performs two tasks

Collects credentials, such as user name and passwordVerifies credentials against a master source

Siebel Authentication and Access Control Administration GuideReference

12



12.6



Siebel Authentication Manager

Runs within the Siebel object managerVerifies credentials Establishes connection to Siebel database



12.7



Two Types of Authentication

Internal authentication:Verifies against the relational database (RDBMS) and Siebel application

Also known as database authentication External authentication:

Uses an external file (or directory) and security adapter to authenticate users

A security adapter is a plug-in to the authentication manager running within the Siebel object manager.

Security Adapter

A directory is an external data store containing information required to allow users to connect to the Siebel database.

Directory

12



12.8



Credentials

Internal Authentication

Requires a database (RDBMS) login and password for each user Is the default for Siebel applicationsAuthenticates users accessing one or more Siebel applications

Siebel Object Manager

SWSE

Web Server

Browser

Siebel Database

Connect using DB account

Encrypt password

1. User provides

name and

password

2. Password may be encrypted to prevent direct database access

3. Connect to database

For example, employees may need access to Siebel Sales and Siebel Field service, and these applications use the same Siebel database.

Accessing Multiple Siebel Applications



12.9



Example of Internal Authentication

Scenario: Joe is a new employee and requires access to Siebel Call Center Administration steps1. Database Administrator (DBA) creates RDBMS login and

password2. DBA grants user proper access rights3. System administrator creates Siebel employee record, which

defines login, position, and responsibility

The grantusr.sql script is provided as part of Siebel seed data. Modify this script accordingly to create database accounts for your users.

Creating Database Accounts

12



12.10



Example of Internal Authentication Continued

User authentication steps 1. Joe enters credentials (login and password) in Siebel Call Center

login form 2. Joe’s login and password are verified in RDBMS3. Joe’s position and responsibility are determined in the Siebel

application4. Joe starts using Siebel Call Center

If Joe’s credentials are not validated in the RDBMS and Siebel application, he receives an error message at login



12.11



External Authentication

Uses an external directory containing user credential and administrative information Allows for centralized management of user authentication across Siebel and non-Siebel applicationsCredentials

Siebel Object Manager

SWSE

Web Server

Browser

Connect using DB account

Security adapter

Authentication Service

Login

Retrieve DB account and

rolesDirectory

1. User provides

information

4. Connect to database

2. Verify credentials

3. Roles applied to user as Siebel responsibilitiesSiebel

Database

An authentication service is an external service that verifies a user’s credentials. It may be the same physical device as the directory, or it may be a separate device.

Authentication Service

The security adapter uses the user credentials provided by a user or supplied by an authentication service to retrieve the Siebel user ID, a database account, and optionally, a set of roles from the directory.

Security Adapter

12



12.12



External Authentication Continued

Standard Siebel software provides prebuilt security adapters for LDAP and ADSI

Lightweight Directory Access Protocol (LDAP) is an open network protocol

LDAP security adapter allows Siebel applications to access standard LDAP directories

Active Directory Service (ADSI)ADSI security adapter allows Siebel applications to access Microsoft Active Directory

Refer to Siebel System Requirements and Supported Platforms for information on supported LDAP directories.

Supported LDAP Directories



12.13



Example of External Authentication

Scenario: Mary is a new customer and needs access to Siebel eService Administration steps1. Enable eService to communicate with external directory by

updating parameters in eservice.cfg and eapps.cfgRestart Siebel Server to activate changes in eservice.cfgRestart Siebel Server and Web Server to activate changes in eapps.cfg

2. Update system preferences3. Activate user registration workflows

Activate the following user registration workflow processes: User Registration ProcessUser Registration SubProcessUser Registration Initial ProcessUser Registration Forgot Password Process

Workflow Processes

Set the following values:SecThickClientExtAuthent = TRUESecExternalUserAdministration = FALSE

System Preferences

Refer to the Siebel Authentication and Access Control Administration Guide for details on updating specific parameters in the application configuration and eapps.cfg files.

Parameters

12



12.14



Example of External Authentication Continued

User authentication steps 1. Mary self-registers by providing credentials in Siebel HTML login

form 2. Credentials are verified against external LDAP directory3. Database account information and roles are passed back to

eService Object Manager4. Mary starts using Siebel eService



12.15



Benefits of External Authentication

From a user perspectiveAllows for login maintenance and self-registration Allows for Web Single Sign On

Ability to log in only once and access all applications within a Web site or portal

From an administration perspectiveReduces overhead by not having to maintain database logins and passwords for each and every user External directory can be used for other applications

12



12.16



Maintaining Login Information

External authentication allows Web users to maintain their logininformation

Reduces burden on system administrator to maintain user login information

Click here to self-register

Enter user ID and password for authentication

Click here for forgotten password



12.17



Web Single Sign On (Web SSO)

Allows users to log in once via the Web to access multiple applications at a given site

Siebel applications support Web Single Sign On by allowing users to provide one set of credentials for access to multiple applications

Authentication occurs at Web server level, not at application level

Credential collection and verification is external to Siebel applications

With Web SSO, users are given access to the specific applications to which they are entitled.

Access to MultipleApplications

In this type of implementation, users are authenticated by a third party at the Web site level. Siebel applications support Web SSO by providing an interface that allows the third party to pass user information to a Siebel application. Once authenticated by the third party, a user does not have to explicitly log in to the Siebel application. Web SSO allows deployment of Siebel applications into existing Web sites or portals.

Web SSO

12



12.18



Web Single Sign On (Web SSO) Continued

Enable or disable on Siebel Web Server Extension (SWSE) by modifying the eapps.cfg and application.cfg files

Specify parameters in each eApp section or in [defaults] to apply

to all customer applications

Specify same parameters as in eapps.cfg

Values are Server or Header (default is Server). Set to Server if the variable is within the server environment context. Set to Header if the variable is within the HTTP request header context.

UserSpecSource

This is the variable name that specifies where the Web engine looks for the user’s username. The value, REMOTE_USER by default, is populated by the authentication mechanism.

UserSpec

Default is NULL. This is a shared secret between the SWSE and the security adapter. This setting must be the same on both the web engine (eapps.cfg) and in the application configuration file.

TrustToken

The Siebel Web Engine will operate in SSO mode when set to TRUE.SingleSignon

Siebel Web Client Administration GuideSiebel Authentication and Access Control Administration Guide

Reference



12.19



Guidelines for Using Authentication

Requires no additional infrastructure components

Supports dynamic user registration

Limits number of database accounts on RDBMS

Database Authentication

Supports Web SSO

Offers centralized store for user credentials and roles

WebSSO

Security Adapter

Desired Deployment or Functionality

12



12.20



Summary

This module showed you how to:Describe the difference between authentication and Access Control Describe internal and external authentication and how each works in Siebel eBusiness applications



12.21



Lab

In the lab you will:Examine the results of internal (database) authenticationCreate a database account for a user

12



12.22


Understanding Object Definitions Behind a Siebel Application


13.1


Module 13: Understanding Object Definitions Behind a Siebel Application

13



13.2


Module 13: Understanding Object Definitions Behind a Siebel Application 2 of 22

Module Objectives

After completing this module you will be able to:Describe the major types of object definitionsDescribe the relationships between them

Why you need to knowEnables you to explore an existing application effectivelyEnables you to configure Siebel applications effectively



13.3



Siebel Applications

Consist of:A reusable execution engineA configuration fileA repository file containing object definitions A set of physical user interface (UI) files that specify how to render the UI in the user’s browserA relational database that stores user data

13



13.4



Physical UI files

Consist of:Siebel template filesCascading style sheetsImage files

Are provided by Siebel Systems as part of a standard Siebel applicationCan be modified as required by customers to satisfy corporate look-and-feel requirementsWill be discussed in detail in a later module



13.5



Repository File

Contains object definitions that specify:Presentation of dataBusiness logicData storage

UI object definitions

Business object definitions

Data object definitions

Opportunity

Account

Product Contact

Account

Siebel Tools ReferenceReference

13



13.6



Data Object Definitions

Data object definitions:Specify the logical structure of the data storageProvide a vendor-independent representation of the underlying physical relational database

Two principle data object definitionsTablesColumns

Columns

TableNAME PART_NUM VERSION

S_PROD_INT

Columns



13.7



Business Object Definitions

Business object definitions specify the business logic for the applicationTwo principle business object definitions

Business component Business object

Business object

Business component

13



13.8



Business Component

Represents one fundamental business entity in the enterpriseFor example: Service Request, Contact, Activity

References a base table Consists of multiple fields that characterize the business component

Many fields within the business component reference columns in the base table

Name Part # Version

NAME PART_NUM VERSION

Internal Product

S_PROD_INT

Fields

Columns

Business component

Base table



13.9



Can include data from additional related tablesSome fields map to columns in these related tables

Represents a logical grouping of data from one or more tables

Name Vendor Location Cost

NAME

Internal Product

S_PROD_INT S_ORG_EXT S_PRI_LST_ITEM

Fields

Columns

Business component

Additionaltable

Base table

Business Component Continued

LOC STD_PRI_UNIT

Additionaltable

A business component can be thought of as a virtual database table spanning multiple real tables. It organizes the data in the way the user chooses to view the data and rather than by how it is organized for effective data storage.

Business Component

13



13.10



Business Object

Represents a major functional area of the enterpriseFor example: account management

Is a collection of related business componentsAccount business object consists of accounts plus related opportunities, contacts, products, and so forth

Has one business component that serves as the master or driving business component

Quote

Account

Product Contact

AccountBusiness object (BO)

Business component

(BC)

Master BC provides focus for BO

The name of the business object is, by convention, the name of the master or driving business component.

Business Object



13.11



Business Component Reuse

A business component can be: Defined once in terms of a logical collection of columns from one or more tables Then used in many different business object contexts

Account

Product Contact

Account

Quote

Contact

Product Account

Contact

Contact BC appears as child in Account BO

Contact BC appears as master in Contact BO

Quote

13



13.12



UI Object Definitions

UI object definitions specify the content of the user interface with which the user interactsThree principle UI object definitions

ScreenViewApplet

Screen

ViewApplet

As mentioned earlier, the physical layout of the UI is determined by template and other files in the physical UI layer. There are additional object definitions (such as Web Page and Web Template) in the repository that reference the template files. In addition there are object definitions that relate views and applets to the template files. These object definitions also are par t of the UI object definitions. They will be discussed in a later module.




13.13



Applet Object Definition

Specifies a list or form that occupies a portion of a Siebel application windowReferences one business component whose data can be viewed and edited through the list or form

First Name Job Title Email Address

ContactBusiness component

13



13.14



Applet Object Definition Continued

Consists of multiple list column or textbox control object definitions

Reference a field in the applet-referenced business component Specify how the data for the field is displayed in the list or form

First Name Job Title Email Address

ContactBusiness component



13.15



View Object Definition

Specifies a view in a Siebel applicationReferences one business objectConsists of multiple applet object definitions

Each applet must reference a business component in that business object

Quote

Account

Product Contact

Account

13



13.16



Screen

Screen

Screen Object Definition

Specifies a screen in a Siebel applicationIs associated with a major functional area of the enterprise

Consists of multiple view object definitions that usually reference the same business object

Administration screens are an exception



13.17



Application Object Definition

Specifies a particular collection of screens available in a Siebel applicationConsists of multiple screen object definitions

Application

13



13.18



Major Object Definitions

Are related to each other

Screen Application

BusinessComponent

BusinessObject

Table

ViewApplet

Field

List Column or Control

Column

1 or morecontained in

References



13.19



Object Definitions

Are grouped into three layers with different subject matters andpurposesReference definitions in the next lower layer and are insulated from those in lower layers

Screen Application

BusinessComponent

BusinessObject

Table

ViewApplet

Field

List Column or Control

Column

UI Layer; defines content of the UI

Business objects layer; captures the business logic

Data objects layer; provides a logical view of the underlying database

13



13.20



Siebel Applications

Are configured to meet customer requirements by using:An HTML editor to modify the template and other physical UI filesSiebel Tools to modify the object definitions

Physical UI files


Business Object Definitions

Data Object Definitions

Configurable layers

Modified using HTML editor

Modified using Siebel Tools



13.21



Summary

This module showed you how to:Describe the major types of object definitionsDescribe the relationships between them

13



13.22



Lab

In the lab you will:Examine object definitions that support the Call Center application and the relationships between them

Using Siebel Tools to Examine Object Definitions


14.1


Module 14: Using Siebel Tools to Examine Object Definitions

14



14.2


Module 14: Using Siebel Tools to Examine Object Definitions 2 of 19

Module Objectives

After completing this module you will be able to:Describe the differences between object types and object definitionsUse Siebel Tools to examine parent and child object definitionsSearch for object definitions with a given property value

Why you need to knowEnables you to configure Siebel applications effectivelyEnables you to examine mappings that support bulk data transfer



14.3



Object Definitions

Are data constructs that define elements of the:User interfaceBusiness logicData storage

Are stored in the Siebel repository, a subset of tables in the Siebel database that contains object definitionsAre examined, created, and edited using Siebel ToolsAre compiled into the repository file for a configured application

RepositoryData

Database

Tools output is input for object manager Configured

Application.srf

ApplicationObject ManagerTools

Application


14



14.4



Object Definition

Consists of a set of properties with assigned valuesIs created from a template called an object type

ViewName:Title:Inactive:

ViewName: Account List ViewTitle: My AccountsInactive: FALSE

Object type Object definition

The terms object type and object definition, as used here, should not be confused with similar terms (object, object class, object instance) found in object-oriented design and programming languages.

Object Terminology



14.5



Object Definition Properties

Describe characteristics of the object definitionHave the following value types

User-defined namesNumerical valuesBoolean values (TRUE and FALSE)Siebel-defined constantsReferences to the names of other object definitions

FieldName: Account ProductsText Length: 500Read Only : FALSEType: DTYPE_TEXTColumn: PROD

Object definition

A property that references the name of another object definition must match the name exactly in spelling (spaces do count) and case. A value of Prod is not the same as PROD.

Referencing Names

14



14.6



Examining Object Definitions

Use the Siebel Tools object list editor to display object definitions

Select an object type in the Object ExplorerObject definitions appear in the Object List Editor

Object Explorer

Object definition

Object List Editor

Property



14.7



Siebel Tools User Interface

Differs from the Web clientAll data in a list applet can be selected for editingChanges made to an object definition are automatically saved when leaving the recordRight-clicking to invoke context-sensitive menu is supportedTool bar icons exist for common user operations

Record Navigation Query Sort Menu invoked by right-clicking on object definition

14



14.8



Object Explorer

Displays by default a small set of the most commonly used object types

Use View Options and select the Object Explorer tab to add or remove object types from the Object Explorer



14.9



Properties Window

Displays the object definition selected in the Object List Editor Open by selecting View Windows Properties WindowProperties are listed in alphabetical orderThe value is shown next to property name

Properties Window

Does not show Changed or Project properties

14



14.10



Hierarchy of Object Types

Some object types contain child object typesFor instance Business Component has Field child object type

Multiple levels of hierarchy

Object Explorer displays hierarchy



14.11



Viewing Parent/Child Object Definitions

Select object types and definitions alternately to examine childobject definitions

2. Select parent object definition in OBLE

3. Select desired child object type (Control) in OE

4. View child object definitions for selected parent definition in lower pane of OBLE

1. Expand parent object type (Applet) in OE

Use Types tab 14



14.12



Additional Navigation Techniques

Use these techniques to navigate in the Tools applicationDrill down on hyperlinksForward/Back buttonBookmarks



14.13



Using Drilldown

Drill down on a hyperlink to navigate to that object definitionApplet to business componentBusiness component to table

Underlined in blue

14



14.14



Using the Forward/Back Button

Use the back button to return to object definition last examinedUse the forward button to return to the current object definition

Forward and back



14.15



Using Bookmarks

Use bookmarks to navigate directly to a specific object definition

Select the desired bookmark from the Bookmarks window

Add a new bookmark

Display or hide bookmark window

Bookmarks can serve very effectively as predefined queries.Bookmarks

14



14.16



Object Explorer: Flat Tab

Removes all hierarchy and shows all object types in a single listHelps developers:

Find a child object with an unknown parentSee how object definitions and properties are typically used

Parent object definitiondisplayed

Select any object type

in OE



14.17



Repository Search

Use Search Repository to find multiple object types at onceLocate definitions regardless of object type or position in hierarchy

Select one or more

Double-click to navigate to

definition

14



14.18



Summary

This module showed you how to:Describe the differences between object types and object definitionsUse Siebel Tools to examine parent and child object definitionsSearch for object definitions with a given property value



14.19



Note the convention used in the labs

Select Business Component > Account > Field > Account Role

Lab

In the lab you will: Use Siebel Tools to examine object definitions in the Siebel repositoryUse Siebel Tools to examine references between UI, business, and data object definitions

Parent object typein the OE

Child object typein the OE

Parent recordin the OBLE

Child recordin the OBLE

14



14.20


Understanding the Siebel Data Model


15.1


Module 15: Understanding the Siebel Data Model

15



15.2


Module 15: Understanding the Siebel Data Model 2 of 29

Module Objectives

After completing this module you will be able to:Describe the purpose of the Siebel Data ModelDescribe the role of primary and foreign keys, indexes, and userkeysIdentify prominent tables in the Siebel Data ModelLocate foreign keys for different relationships

Why you need to knowEnables you to understand how data is accessed in existing Siebel applicationsEnables you to map your business logic to the Siebel Data ModelEnables you to configure the data layer as necessary for your implementationProvides information that will be important in addressing performance issues



15.3



The Siebel Data Model

Defines how the data used by Siebel applications is stored in a standard third-party relational data base

Specifies the tables and indexesIs designed to support the data requirements across Siebel eBusiness applications

BusinessComponent

BusinessObject

Table

Field

ColumnDefines how data storage is organized (makes up

the Data Model)

Defines the business logic

The Siebel Data Model has been extended for some industry applications to incorporate additional tables and columns specific to the industry application.

Data Model for Vertical Applications

15



15.4



Understanding the Data Model

In order to develop and install a Siebel application, you need to understand:

What data is stored in the Siebel databaseThe pieces that make up the Siebel databaseThe rules and policies for using those piecesThe consequences of those rules and policies

The pieces to understandTablesColumnsIndexesUser KeysPrimary and foreign keys



15.5



Siebel Data

Is stored in normalized tables in a relational databaseEach table has multiple columns storing single value data Data schema is organized to eliminate repeated storage of data

S_PROD_INT

RO

W_ID

NA

ME

PAR

T_N

UM

UO

M_C

D

Table

Columns (store single values only)

15



15.6



Primary Key

Is a column that uniquely identifies each row in a tableROW_ID serves as the primary key for Siebel database tables

Primary Key(PK)

S_PROD_INT

RO

W_ID

NA

ME

PAR

T_N

UM

UO

M_C

D



15.7



ROW_ID

Is a column in every tableContains a Siebel-application-generated identifier that is unique across all tables and mobile users

Is the means by which Siebel applications maintain referential integrity

Database referential integrity constraints not usedIs managed by Siebel applications and must not be modified by users 15



15.8



Tables

Over 2000 tables in the databaseThree major types: Data, Interface, and Repository

EIM_PROD_INT

RO

W_ID

NA

ME

PAR

T_N

UM

UO

M_C

D

S_TABLER

OW

_ID

NA

ME

DE

SC_T

EX

T

TY

PE

AL

IAS

Interface Repository

S_PROD_INT

RO

W_ID

NA

ME

PAR

T_N

UM

UO

M_C

D

Data

The type of a table is specified by its Type property. Type

The database schema is created by the install.ksh script during the Siebel database server installation. Additional tables can be created by developers using Siebel Tools.

Creating the Schema



15.9



Data Tables

Store the user dataBusiness dataAdministrative dataSeed dataTransaction data for mobile users

Are populated and updated: By the users through the Siebel eBusiness applications By server processes such as

Enterprise Integration Manager for bulk importing and exporting of dataAssignment Manager for automatic assignment of newly created records

Have names prefixed with S_ Are documented in the Siebel Data Model Reference

15



15.10



Prominent Data Tables

S_SRV_REQ

RO

W_ID

SR_N

UM

DE

SC_T

EX

T

RE

SOL

UT

ION

_CD

OW

NE

R_E

MP_ID

S_OPTY

RO

W_ID

BD

GT

_AM

T

NA

ME

STG

_NA

ME

PRO

G_N

AM

E

Prominent tables storing data for the major business entitiesService Request

Opportunity

S_PROD_INT

RO

W_ID

NA

ME

PAR

T_N

UM

UO

M_C

D

Internal Product

S_CONTACT

RO

W_ID

LA

ST_N

AM

E

FST_N

AM

E

MID

_NA

ME

Contact



15.11



Interface Tables

Are a staging area for importing and exporting dataAre used only by the Enterprise Integration Manager server componentAre named with prefix EIM_Are documented in the Interface Tables Reference

Siebel Interface Tables ReferenceReference

Interface tables for the current release are prefixed with EIM_. Interface tables for the 6.x releases are prefixed with IF6_ to distinguish them from the current tables. Interface tables for earlier releases have a _IF suffix.

Naming Convention for Interface Tables

15



15.12



Repository Tables

Contain the object definitions that specify one or more Siebel applications

Client application configurationUI, business, and object definitions

Mappings used for importing and exporting dataRules for transferring data to mobile clients

Are updated using Siebel Tools

The repository tables are populated by the imprep.ksh script during the database server installation.

Populating the Repository Tables



15.13



Columns

Each table has multiple columns to store user and system dataDefined by the Column child object definitions

Columns determine the data that can be stored in that table

15



15.14



Column Properties

Important properties of columnsProperties of existing tables and columns should not be edited

Understanding these properties is importantDetermines the size and type of data that can be stored in a columnLimits proposed modifications to a standard application

Non-null value required when importing data

Can NULL be stored in column?

Value assigned to all new records

Identifies type and size of data



15.15



System Columns

Exist for all tables to store system dataAre maintained by Siebel applications and tasks

Can be viewed from Help About Record

15



15.16



User Key

Specifies columns that must contain a unique set of valuesPrevents users from entering duplicate recordsIs used to determine the uniqueness of records during data import operationsCannot be edited

Not all columns in a user key may be required

Customers cannot modify user keys. The information about the user keys for a table has been incorporated into data that support EIM and remote synchronization. In addition there is a predefined index (see next slide) based on the Siebel-defined user key.

User Keys



15.17



Index

Is a separate data structure that stores a data value for a column and a pointer to the corresponding row

Are used to retrieve and sort data rapidlyCan be created by configurators (to produce a custom index)Should be inspected to assess performance issues for query and sort operations

Sequence affects the sort order in

business components

_P: index based on primary key

_U: index based on a user key

15



15.18



Relationships Between Tables

Siebel database tables are related to one anotherUnderstanding the relationships between tables is important to implementing your business logic

S_ASSETR

OW

_ID

ASSE

T_N

UM

MFG

D_D

T

SER

IAL

_NU

M

S_PROD_LN

RO

W_ID

NA

ME

DE

SC_T

EX

T

1:M relationshipM:M relationship

S_PROD_INT

RO

W_ID

NA

ME

PAR

T_N

UM

UO

M_C

D

AssetProduct Line



15.19



Foreign Key Table Columns

Are columns in a table that refer to the primary key column of arelated (parent) table

Are named with suffix _IDCapture relationships between Siebel database tablesAre maintained by Siebel applications and tasks to ensure referential integrity and should never be updated directly usingSQL

15



15.20



1:M Relationships

Are captured using foreign key table columns in the table on the many side of the relationship

S_ASSET

RO

W_ID

ASSE

T_N

UM

MFG

D_D

T

MID

_NA

ME

S_PROD_INT

RO

W_ID

NA

ME

PAR

T_N

UM

UO

M_C

D

PRO

D_ID

Foreign key column for the 1:M Product Asset

relationship

Since an product could have many assets (product instances) associated with it, a foreign key column cannot be located in the S_PROD_INT table. It might then have to contain multiple ROW_IDs which would violate the basic rule of a single value for a column.

Foreign Key Columns



15.21



Finding Foreign Keys for 1:M Relationships

Inspect the Foreign Key Table property in a Column object definition to determine the column that serves as the foreign key

Foreign key column for the 1:M Asset Product

relationship

15



15.22



M:M Relationships

Are captured using foreign key table columns in a third table called the intersection table

S_PROD_LN_PROD

RO

W_ID

PRO

D_L

N_ID

PRO

D_ID

S_PROD_LN

RO

W_ID

NA

ME

DE

SC_T

EX

T

S_PROD_INTR

OW

_ID

NA

ME

PAR

T_N

UM

UO

M_C

D

Intersection table for M:M Product Product Line

relationship

An intersection table must be used for a M:M relationship since a foreign key column cannot be located in either of the base tables. Siebel Systems refers to this type of table as an intersection table. In other parts of the database world this type of table is also known as an association or correlation table.

Intersection Tables



15.23



Finding the Intersection Table

Certain configuration and administration activities may require determining the intersection table that supports a M:M relationshipTo locate an intersection table execute the following query in Siebel Tools

Intersection table

Parent tables

Use the following steps to execute the query:1. Select the Flat tab in the Object Explorer and then select the

Column object type.2. Rearrange the columns in the OBLE to display Parent Table,

Name, Foreign Key Table, and User Key Sequence at the beginning of the applet.

3. Execute a query for which [User Key Sequence] = 1 or 2 and [Foreign Key Table] = S_CONTACT or S_EVT_ACT.

4. Sort the results by Parent Table.5. Look for a Parent Table that appears in two adjacent rows where

the Foreign Key Table is S_CONTACT in one row and S_EVT_ACT in the other row.

Query

15



15.24



1:1 Extension Table

Is a special table that has a 1:1 relationship with a base tableForeign key for the relationship:

Is located in the extension tableIs named PAR_ROW_ID

Provides additional columns for business components referencing the base table

A base and extension table can be considered as a single logicaltable

S_PROD_INT

RO

W_ID

NA

ME

PAR

T_N

UM

UO

M_C

D

S_PROD_INT_X

RO

W_ID

PAR

_RO

W_ID

AT

TR

IB_39

Stores the Stock Level field

Extension tableBase table

A row in an extension table is created only if there is data to store in one of its columns. For example, a new product record that does not have a value for the Stock Level field would create a row in the base table but not in the extension table.

Rows in Extension Tables

The ROW_ID for a row in a 1:1 extension table is, by convention, the same as that of the related row in the base table, and is an exception to the general rule that ROW_IDs are unique across all tables. There is no guarantee this convention will continue in future releases.

ROW_ID



15.25



1:1 Extension Table Continued

Are used:To provide flexibility for both Siebel engineering and customer use

Known as standard 1:1 extension tablesTo support multiple business components referencing the S_PARTY table (discussed in next module)

15



15.26



Standard 1:1 Extension Tables

Prebuilt for many major tablesHave the name of the base table with suffix _X

Contain 40 plus generic columns of varying typesStore additional fields for business components beyond those mapped to the base table



15.27



Generate a Table Report

To produce a report that summarizes the important details about a table for reference

In Tools, run a query to select the tables of interestReport will include all tables displayed in the Object List Editor

Select Report→Tables to generate a detail report on the columns and indexes

Make sure that Table is selected in the Object Explorer

15



15.28



Summary

This module showed you how to:Describe the purpose of the Siebel Data ModelDescribe the role of primary and foreign keys, indexes, and userkeysIdentify prominent tables in the Siebel Data ModelLocate foreign keys for different relationships



15.29



Lab

In the lab you will:Examine tables, columns, indexes, and user keys that make up the Siebel Data ModelDetermine the form of relationships between tables in the SiebelData Model

15



15.30


The Siebel Data Model: Party Business Components


16.1


Module 16: The Siebel Data Model: Party Business Components

16



16.2


Module 16: The Siebel Data Model: Party Business Components 2 of 22

Module Objectives

After completing this module you will be able to:Identify tables used for storing data about personsIdentify tables used for storing data about organizationsDescribe the role of S_PARTY and its extension tables

Why you need to knowEnables you to configure business components related to access controlEnables you to import Access Control data properly and populate the desired tables



16.3



Party

Refers to instances of entities that have access to recordsPerson-related entitiesOrganization-related entitiesGroupings created for access to master data

Allows for grouping of instances of different types of entities

Contact

Employee

User

Partner

Person-related entities

Account

Position

Division

Organization

Organization-related entities

User List

Access Group

Grouping for access control


16



16.4



Topics For This Module

How person-related data is storedHow organization-related data is storedHow party business components use the S_PARTY table



16.5



Person

Represents anyone associated with a Siebel applicationMay be someone:

Using the applicationEmployee at a company that deployed a Siebel applicationIndividual at a channel partnerCustomer logging in to the Web site

Referred to in the applicationIndividual external to your company associated with the businessprocess

16



16.6



Person-Related Business Components

Store their main data in S_CONTACTMay store additional data in S_USER and S_EMP_PER

Serve as logical extension tables

S_USER

RO

W_ID

LO

GIN

PASSW

OR

D

S_CONTACT

RO

W_ID

LA

ST_N

AM

E

FST_N

AM

E

MID

_NA

ME

Logical extension table to store user specific data

Stores majority of person-related data

S_EMP_PER

RO

W_ID

HIR

E_D

T

EX

P_APPR

_LM

T

Logical extension table to store employee-specific data

`

In Siebel 7 applications, the types of person entities have been arranged hierarchically. A Person is anyone with a record in the S_CONTACT table. A Contact is a Person with a “Contact Team.” A User is a Contact that can log in (that is, has a User ID), and an Employee is a User that has the EMP_PER flag set in the S_EMP_PER table.

Persons



16.7



Person-Related Business Components Continued

Multiple business components use these tables

S_USER

RO

W_ID

LO

GIN

PASSW

OR

D

S_CONTACT

RO

W_ID

LA

ST_N

AM

E

FST_N

AM

E

MID

_NA

ME

S_EMP_PER

RO

W_ID

HIR

E_D

T

EX

P_APPR

_LM

T

Last Name Work Phone #

Consumer

Last Name Login Name Hire Date

Employee

WO

RK

_PH_N

UM

16



16.8



User-Responsibility (M:M) relationship uses the S_PER_RESP intersection table

Any user can be granted a responsibility

Relationships for Responsibility

S_CONTACT

RO

W_ID

LA

ST_N

AM

E

FST_N

AM

E

MID

_NA

ME S_PER_RESP

RO

W_ID

PER

_ID

RE

SP_ID

S_RESPR

OW

_ID

NA

ME

DE

SC_T

EX

T

BU

_ID

Stores responsibilities



16.9



Organization-Related Data

Represents any business enterprise associated with a Siebel application

The company or part of the company deploying the Siebel application (division, organization)An external company that purchases your products (account)A partner company that assists you in your business (channel partner)

16



16.10



S_BU

RO

W_ID

NA

ME

BU

_FLG

Organization-Related Business Components

Store their main data in S_ORG_EXTMay store additional data in S_BU

S_ORG_EXT

RO

W_ID

NA

ME

LO

C

INT

_OR

G_FL

G

PRT

NR

_FLG

=‘Y’ for Internal Division or Organization

=‘Y’ for Channel Partner

Logical extension table to store organization name



16.11



Organization-Related Business Components Continued

Multiple business components use these tables

S_ORG_EXT

RO

W_ID

NA

ME

LO

C

INT

_OR

G_FL

G

S_BU

RO

W_ID

NA

ME

BU

_FLG

Name Internal Org Flag Organization BU Name

Organization

Name Location

Account

16



16.12



S_BU Table

Permits indexing on Organization nameSupports organizational visibility

S_ORG_EXT

RO

W_ID

NA

ME

LO

C

INT

_OR

G_FL

G

S_BU

RO

W_ID

NA

ME

BU

_FLG

Part of S_BU_U1 index

While there are only a few additional columns in the S_BU table, storing Organization information in this separate table allows organizations to be identified solely by their name. Other entities such as Accounts are identified by their name and location.

S_BU Table



16.13



Single-Organization Visibility

Is implemented by the BU_ID foreign key column in the table for a single-organization business component

S_CONTACT

RO

W_ID

LA

ST_N

AM

E

FST_N

AM

E

BU

_ID

MID

_NA

ME

Example of a single-organization table

S_BUR

OW

_ID

NA

ME

BU

_FLG

Remember these business components have records that can be assigned to one and only one organization. Some examples are contacts, service requests, and positions.

Single-OrganizationBusiness Components

16



16.14



Multi-Organization Visibility

Is implemented by an intersection table between S_BU and the table for the multiple-organization business component

Intersection tables for organization have a _BU suffix

S_PRI_LST

RO

W_ID

NA

ME

PRI_L

ST_C

D

BU

_ID

EFF_ST

AR

T_D

T

S_PRI_LST_BU

RO

W_ID

PRI_L

ST_ID

BU

_ID

Example of a multiple-organization table

S_BUR

OW

_ID

NA

ME

BU

_FLG

Price List

Such business components have records that can be assigned to one or more organizations. Some examples are accounts, opportunities, and products.

Multi-Org Business Components



16.15



Party Business Components

Consist of business components that represent people and organizational units

AccountContactUserOrganizationEmployeePositionHouseholdAnd so forth

Reference the S_PARTY table

A way to think of party is that it is an abstraction of the business components that own records.

Party

16



16.16



S_PARTY Table

Serves as the base table for all party business componentsStores the party name and party type

Has multiple extension tables that store the business data for the party business components

S_PARTY

RO

W_ID

NA

ME

PAR

TY

_TY

PE_C

D

PAR

TY

_UID

S_CONTACT

RO

W_ID

LA

ST_N

AM

E

FST_N

AM

E

PAR

_RO

W_ID

MID

_NA

ME

S_ORG_EXT

RO

W_ID

NA

ME

LO

C

INT

_OR

G_FL

G

PAR

_RO

W_ID

Party Name Last Name Login Name

User

The following are examples of the party type: organization, household,person,position, user list, and access group.

PARTY_TYPE_CD



16.17



Party

Includes business components that represent groupings of party instances

User List: grouping of UsersAccess Group: grouping of Access Group Members

Can contain only non-person party entities such as organizations, divisions, and positions

S_PARTY

RO

W_ID

NA

ME

PAR

TY

_TY

PE_C

D

PAR

TY

_UID

Party Name Party Type Code

User List

An Access Group allows for ad-hoc groupings of non-person groups.Access Group

A User List allows for ad-hoc groupings or persons of all types (employees, contacts, and so forth).

User List

16



16.18



S_PARTY_PER

Is an intersection table that relates two instances of partiesUsed to implement relationships between

User Lists and UsersEmployees and PositionsAccess Groups and Members

S_PARTYR

OW

_ID

NA

ME

PAR

TY

_TY

PE_C

D

PAR

TY

_UID

S_PARTY_PER

RO

W_ID

PAR

TY

_ID

PER

SON

_ID



16.19



S_PARTY Overview

S_PARTY and its extension tables are used to store data for many business components

S_PARTYRO

W_ID

PAR

TY

_TY

PE_C

DPA

RT

Y_U

ID

S_CONTACT S_USER S_EMP_PER

S_POSTN

S_BUS_ORG_EXT

Sample of S_PARTY extension tables

Organization-related tables

Person-related tables

NA

ME

16



16.20



Relevance in Subsequent Activities

Configuring business componentsAll person-related business components use S_CONTACTAll organization-related business components use S_ORG_EXTOver 100 party-related business components reference S_PARTY but store their data in one of many S_PARTY extension tables

Importing data for party-related business componentsMust populate columns in S_PARTY table in addition to tables that store the data of interest to users

Importing data for business components related to organizationsFor single-organization data, must populate BU_IDFor multi-organization data, must populate the corresponding intersection table



16.21



Summary

This module showed you how to:Identify tables used for storing data about personsIdentify tables used for storing data about organizationsDescribe the role of S_PARTY and its extension tables

16



16.22



Lab

In the lab you will:Examine how Access Control business components store data in the person and organization tablesExamine how business components reference the S_PARTY table

The Configuration Process


17.1


Module 17: The Configuration Process

17



17.2


Module 17: The Configuration Process 2 of 25

Module Objectives

After completing this module you will be able to:Explain the process of configuring a Siebel applicationList the critical elements of the Siebel configuration strategySet up the Siebel developer environment

Why you need to knowUnderstanding the configuration process is critical to carrying out a successful configurationFollowing a reasonable configuration strategy can expedite your configuration efforts and make your configured application robust and upgradeable



17.3



Siebel Applications

Siebel standard applications include a defined set of screens, views, lists and forms, and their associated templates


17



17.4



Tailoring the Logical User Interface

Developers tailor the standard Siebel screens, views, lists, forms, and templates to better support users’ business needs



17.5



Tailoring the Physical User Interface

Use the existing physical UI files whenever possibleWhen necessary, copy existing files and modify as needed

Modify Siebel template files to change layoutUse an HTML or text editor

Modify cascading style sheets to change colors, fonts, and so onUse a text editor

Modify, add, or replace image files to make your organization’s images available to the application

Create or modify these files using an appropriate graphics program

17



17.6



Account

Product

Service Request Action

Siebel Business Entities

Siebel standard applications utilize a set of Siebel business components that implement a defined business logic

Contact



17.7



Tailoring the Business Logic

Developers also tailor the application by modifying the definitions of the business components to implement the business logic appropriate to the users’ organization

Modify form of the relationship

Add fields

Modify properties of existing fields

Account

Product

Service Request ActionContact

17



17.8



Extending the Data Layer

Siebel standard applications contain a defined set of database tablesDevelopers can tailor the application by extending the set of database tables in a limited and controlled manner

S_CONTACT

RO

W_ID

LA

ST_N

AM

E

FST_N

AM

E

MID

_NA

ME

S_CONTACT2_XR

OW

_ID

LA

ST_N

AM

E

FST_N

AM

E

MID

_NA

ME

S_CONTACT1_XR

OW

_ID

LA

ST_N

AM

E

FST_N

AM

E

MID

_NA

ME

S_CONTACT_XR

OW

_ID



17.9



Configuring a Siebel Application

Configuring is the process of modifying a standard Siebel application using Siebel Tools to meet business needsObject definitions are edited and created

Developers do not modify code in siebel.exeDevelopers do not write SQL directly

RepositoryData

Database

Tools output is input for object manager

Configured Application

.srf

ApplicationObject Manager

ToolsApplication

17



17.10



Configuration Strategy

Make minimal changes to the standard applicationDecreases the possibility of unexpected interactions

Use existing object definitions in the standard repository whenever possible

Ensures that a new configuration can be upgraded with minimal effortModify definitions as required rather than creating new ones

Creating new object definitions can lead to redundant configurationDo not delete seemingly-unused object definitions

Other object definitions might reference themUse existing template files

Modify where necessaryModifying a template for one view or applet can have unexpected consequences if another view or applet uses the same template



17.11



Configuration Strategy Continued

Plan your configuration project from the top downFirst, determine what the UI and application will do when you have finishedThen, determine what changes to the business objects layer this will requireFinally, determine what changes you must make to the data layer

Make as few as possible

Make the changes from the bottom upFirst, edit the data layer definitions (if necessary)Then, edit the business object layer definitions as requiredFinally, edit or create the templates and UI layer definitions to display the data correctly

17



17.12



Create a Separate Development Environment

To isolate the development effort from the enterprise’s production database, set up a development environment Each developer or group can work on a different aspect of the development effort

Use Siebel-supplied mechanisms to separate the development effort into projects

Test all customization and extensions thoroughly in this environment before deploying to end users

Server Machine DeveloperWorkstation

DeveloperWorkstation




17.13



Develop on the Local Repository

Always make changes to the object definitions in the local repository

Cannot undo or back out changes when made directly on the serverChanges made directly on the server are immediately available toother developers

Incomplete changes on the server will cause problems

Use Siebel-supplied mechanisms to copy definitions between server and local databases

ServerMachine

DeveloperWorkstationMaster

RepositoryLocal

Repository

17



17.14



Set Up a Developer

To set up a developer as a configurator:

Install appropriate server and client software (as in Module 6)Install and verify the Tools clientCreate the developerCreate a database user loginGenerate the local database templateExtract the local databaseInitialize the local databasePopulate the local database ODBC

Special type of Siebel client

Enterprise Server

DatabaseServer

Siebel Server

Component

Gateway Server

Tools Client



17.15



Install Tools Client

Use the seatools installation program to install the Tools program and set up ODBC data sourcesExample:

SERVER01

C:\sea701\tools

HQ\SVR2\c:\siebfile


Siebel Remote Server:

File System:

SERVER02

siebeldb

Database Machine Name:

Database/Tablespace:

D1

SSD Local Db c:sea701/tools

ODBC User Data sources

SSD c:/sea701/tools

Tools Client

The default name of the database created in the pre-installation steps, that will contain the Siebel tables.

“siebeldb”

The name of the server on which the database software is installed.“SERVER02”

Should be the directory that was created and shared in the pre-installation tasks.

File System

The name of the server on which you installed the Siebel Server.“SERVER01”

17



17.16



Verify Tools Client

Inspect directory and SSDsetup.log file (in the Tools directory)Verify application launch and database connection

Example:

ODBC data source for the server database



17.17



Create the Developer

Add the developer as an employee and associate a position and responsibilityRegister the developer as a mobile client

Siebel Remote and Replication Manager Administration GuideReference

17



17.18



Create a Database User Login

Create a corresponding database login using RDBMS tools and the grantusr.sql script as a templateExample:

Applications Administration GuideReference



17.19



Generate the Local Database Template

Run the Generate New Database server task to generate a local database template

Snapshot of the current database schema version


17



17.20



Extract the Local Database

Run the Database Extract server task to extract user data




17.21



Initialize the Local Database

Synchronize from the Tools client to create the local database (sse_data.dbf) and populate it with user data


17



17.22



Populate the Local Database

Use Siebel Tools to copy repository data from the server database to the local database

Local Database

ToolsClient

DatabaseRepository

Data

Server Database

Applications Administration GuideReference



17.23






Additional Developers

For each additional developer1. Create the developer2. Create a database user login3. Extract the local database4. Initialize the local database5. Populate the local database

Master Local Local Local 17



17.24



Summary

This module showed you how to:Explain the process of configuring a Siebel applicationList the critical elements of the Siebel configuration strategySet up the Siebel developer environment



17.25



Lab

In the lab you will:Set up an employee as a developerExtract a local database for the developerPopulate the developer’s local database with repository data

17



17.26


Managing Object Definitions


18.1


Module 18: Managing Object Definitions

18



18.2


Module 18: Managing Object Definitions 2 of 21

Module Objectives

After completing this module you will be able to:Explain the role of projectsManage object definitions using:

Check OutCheck InLock projects locally

Why you need to knowChecking projects in and out is a critical part of your configuration effortAllows multiple developers to work together on a configuration effort



18.3



Projects

Are named sets of object definitions in a repositoryOnly one version of a project exists in a repository at a time

Are a mechanism to organize object definitions so that a single developer can exclusively work on them as a group

Contact User List Applet

Repository

Admin

Client

Product

Contact User Creation View

Client

Parent Node

Node List Applet

Internal Product

Internal Product Attachment

Component Product

Equivalent Product


18



18.4



Projects Continued

A standard Siebel application is delivered with a large number of existing projectsNew projects can be created by

Selecting the Project object type and Creating a new record in the Object List Editor



18.5



Assigning Object Definitions to Projects

Every object definition must belong to one, and only one, project:

A Siebel-supplied projectA user-created project

A top-level object definition has a Project propertyChild object definitions belong to the parent project

Child object definitionshave no Project

property

18



18.6



Viewing Object Definitions by Project

View object definitions in a project using the Project drop-down list

Displays the object types for which there are object definitions in the selected projectSelect **All Projects** at the top of the list to see all projectsProject drop-down



18.7



Repositories

Master copy of repository resides on server databaseStores tested object definitions for complete developer team

Each developer has copy of the repository on local developer (client) workstation

Developers perform all editing on their local repository




Master Local

18



18.8



Copying Projects

Object definitions in one or more projects can be copied From the server to the local developer repository (Get, Check Out)From the local developer repository to the server (Check In)

Overwrites the version in the destination repository

Server Local

Project

Get, Check Out

Check In



18.9



Getting Projects

Use Get to populate a newly-initialized local database with a copy of all projects in the server repositoryUse Get to refresh a read-only project in a local repository

Need object definitions modified by other developers to update your local copy

18



18.10



Check Out

Use Check Out to modify object definitions in a projectCheck Out:

Copies all object definitions in project on server to local databaseLocal copy of project is overwritten by server version

Locks project on server repositoryPrevents other developers from modifying that project

Locks the project in the local repositoryPermits developer to make changes to object definitions in that project



18.11



Check Out Continued

Use Check Out to copy projects from the server to the local repository

18



18.12



Check In

Use Check In when object definitions in project have been edited and testedCheck In:

Copies object definitions from local repository to server repositoryReplaces versions of checked out object definitions with new versions and unlocks projects

Can also check in object definitions in newly-created projectsReleases locks on both server and local copies of project

Maintain Lock leaves project locked for further local modification by current developer



18.13



Check In Continued

Use Check In to copy projects from the local to the server repository

18



18.14



Project Differences

Use Project Differences to view details of changes made to checked-out projects prior to checking them in

Detect mistakes or omissions before changes are committed to server repository

Invoke using Diff button in Check In window



18.15



Canceling Check Out

Discards changes made to checked-out project if:Changes are no longer requiredLocal project has become corrupted

To cancel check out of a projectCheck out project from server again

Replaces modified object definitions in local repository with original version from server repositoryRepeating check out is permitted for person who last checked outproject

Then check in project to unlock project on both local and serverrepositories

18



18.16



Undo Check Out

Use Undo Check Out to release lock on a project on the server without checking in edited object definitions

Makes original project available to another developerCan be followed by Get project to restore original object definitions in local database

Alternate way to cancel check out

Undo Check Out:Releases lock on serverRetains lock on local database

Developer can continue to modify object definitions but will not be able to check them in to server



18.17



Locking Projects

You can directly lock and unlock projectsin the current repository (local or server)

Set Locked property directly

Use Tools Lock Project

You can select the **My Locked Projects** entry in the Project drop-down to display only those projects you have locked (either by checking them out or locking them directly).

Project Drop-Down

18



18.18



Locking Projects Locally

Consider when:Prototyping your ideas without preventing other developers from checking out the projectIntending to discard (rather than save) your work

Allows developer to make and test modifications locallyPrevents developer from checking them in to server repository




Master Local



18.19



Locking Projects on the Server

Prevents developer from undoing the changes and restoring the original definitionsAllows other developers to get object definitions in an incomplete, inconsistent, and untested stateSiebel Systems recommends that developers never directly lock projects on the server Always use Check Out and modify the object definitions locally




Master Local

18



18.20



Summary

This module showed you how to:Explain the role of projectsManage object definitions using:

Check OutCheck InLock projects locally



18.21



Lab

In the lab you will:Explore how projects work in Siebel Tools

Check out a project from the server

18



18.22


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