Introducing Siebel CRM Applications

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Siebel Customer Relationship Management (CRM)

Enables you to manage interactions with customers, partners, and employees
Typically deployed as a one or more applications with broad functionality Supports multiple ways to communicate

Web and email Call center Field service

Uses a single database to:

Allow all users access to the same set of data

Example: the correct customer request status is seen by all relevant users Example: an address needs to be updated in only one place
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Ensure changes to data are made once and only once

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Siebel CRM Applications

Are available tailored for:
Different types of employee or partner interactions and channels (horizontal applications) Different industries (industry applications)

Examples:
Horizontal applications

Siebel Sales Siebel Call Center Siebel Partner Portal Siebel Remote Siebel Finance Siebel Consumer Goods

Industry applications

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Employee Application: Siebel Sales

Siebel Sales is used by a companys sales representatives and managers to manage accounts, sales opportunities, and contacts Application is
displaying sales opportunities

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Employee Application: Siebel Sales Diagram The screenshot shows Siebel Sales, which is displaying sales opportunities.

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Employee Application: Siebel Call Center

Siebel Call Center is used by a companys telesales and service representatives Application is
displaying service requests

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Employee Application: Siebel Call Center Diagram The screenshot shows Siebel Call Center, which is displaying a list of service requests.

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Partner Application: Siebel Partner Portal

Is used by a companys partners to communicate, collaborate, and conduct business with a Web-based interface Partner Portal
displays sales opportunities

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Partner Application: Siebel Partner Portal Diagram The screenshot shows Siebel Partner Portal, which allows a companys partners access to shared data. The screen shows a sales opportunity as it appears to a partner.

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Comparison of Siebel CRM Applications

Siebel functionality is delivered as separate horizontal or vertical applications which:
Have the same user interface and navigation Are based on the same underlying application architecture Use the same underlying technologies for automation, integration, and so on Share many of the same application screens

Applications use the same executable, but use a modified configuration

You specify or make customizations to meet the specific requirements of your business

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Siebel User Interface (UI) Modes

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

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High Interactivity Mode

Is available for employee applications Supports users who require additional functionality
Improves productivity

Uses additional code, such as Active X controls, to provide extra functionality

Drag-and-drop for setting column widths Explorer-like hierarchy views Menu bar and tool bars Saving records by moving off the current line

Requires Internet Explorer (see documentation for versions)

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High Interactivity Mode Reference System Requirements and Supported Platforms

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Standard Interactivity Mode

Is available for customer and employee applications Designed to be less browser-dependent
Behaves like a typical HTML-based Web application

Available on a wide variety of browsers (see documentation for supported browsers) Does not support some of the functionality available with High Interactivity Mode

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Common Siebel Application Business Entities

Siebel applications use common business entities
A business entity is something of business interest in the real world A person, place, thing or event about which data must be stored

Provides the foundation for organizing data Examples: Accounts, Contacts, Households, and so on

Access to the more common business entities

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Common Siebel Application Business Entities Examples Some of the more commonly used Siebel Business Entities include Accounts, Activities, Assets, Contacts, Households, Internal Products, Opportunities, and Service Requests. These and other entities will be discussed in subsequent lessons. Diagram The screenshot shows the screen tabs at top of a Siebel CRM application. These tabs allow quick access to commonly used business entities.

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Accounts
Are businesses external to your company
Current or potential clients Business partners Competitors

Have an account team made up of positions

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Accounts Representing Customers For companies whose customers are businesses, Accounts are used to represent customers (as well as competitors, partners, and potential customers). A company whose customers are individuals may chose instead to maintain customer data using Contacts. Terminology A position is a role within a company, such as Field Sales Representative, Call Center Agent, or CEO. Diagram The screenshot shows the My Account list. Columns displayed for each Account record include Account Name, Site, Main Phone #, Status, and URL.

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Account Information
Information that may be stored for each account includes:
Account name (required) Synonyms

Avoids duplicate account information for name variations Example: account for General Electric may have synonyms: GE, G.E., GE Inc., and so on

One or more business addresses One or more industries the account belongs to Whether the account is a competitor Account team

Made up of one or more positions Example: The XYZ Company account has account team:

Account Manager (Anne Elke) Sales Manager (Stacey Ruiz)

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Entering Account Information

Click the More Info view tab to specify more data values for an account

Enter more account informatio n

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Entering Account Information More Info View Tabs For many entities, you can access more fields by drilling down on a record and clicking the More Info view tab, as shown above for Accounts. Diagram The screenshot shows the Accounts screen tab selected. The top applet in the view shows Account detail. The lower More Info applet shows many additional Account fields that can be populated.

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Contacts
Are people with whom you do business Can be public or marked as personal Are associated with a team (public contacts) or a user (personal contacts)

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Contacts Diagram The screenshot shows the My Contacts list. The Contacts screen tab is highlighted. Columns displayed for the contacts include Last Name, First Name, Mr./Ms., Work Phone #, Job Title, and Email.

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Contact Information
May include:
First and last names (required) Account name the contact is associated with (one or more accounts) Job title Preferred contact method (email, phone, fax, and so forth) Address, email, phone and fax numbers A contact team

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Contact Information Diagram The applet shown displays addition contact information, such as the contacts Work Fax #, Mobile Phone #, Home Phone #, Account Name, and Account Address.

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Public Contacts
A public contact is potentially visible to multiple users
Visibility depends on the users data access Example: Sal Wymers public contact James Wang appears:

In My Contacts view for sales representative Sal Wymer In My Teams Contacts view for sales manager Terry Smythe

Public contact is visible to multiple users

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Public Contacts Data access and visibility will be covered in a subsequent lesson. Diagram The screenshot shows the My Teams Contacts list. A public contact may be visible to many users.

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Private Contacts
A private contact is:
Only visible to a single user Used to track personal contacts Accessed through the Personal Contacts List view May be made public by clearing the Private checkbox

May be cleared to promote private to public contact

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Private Contacts Diagram The screenshot shows Contacts > Personal Contacts List. The list includes one contact, Stephanie Bell. The lower applet displays further detail for this contact, including job title, work phone number, account, and other information. Highlighted in this additional personal contact detail is the Private checkbox, which is checked. This indicates that Stephanie Bell is only visible to the current user.

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Activities
Are specific tasks or events to be completed
May be associated with another entity, such as an Account, Contact, or Opportunity Example: an Activity to send a welcome email to a new customer (an Account)

Are associated with one or more users

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Activities The screenshot shows the My Activities list. Displayed for each activity record are the columns: New, Description, Type, Start, Due, Status, and Priority.

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Activity Information
May include:
Where to display the activity (required) A category (required) A start date and due date Assigned employees A repeat frequency and number An alarm Attachments

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Activity Information Other Activity Information Other information associated with an Activity may be set by drilling down on the activity in a list applet, then clicking More Info and other view tabs. Alarms are set in the More Info child applet, and attachments are added in the Attachments child applet, not the detail applet shown above. Diagram The screenshot shows details for an activity record. Information shown includes a Description, Type, Priority, Start and End time, Owner, Comments, Status, and where to display the activity.

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Viewing Activities
An employee may view activities in several views or screens:
Activities List View Activity To Do List View Calendar Screen

An employees activities show up in the Calendar views

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Viewing Activities Diagram The screenshot demonstrates than an employees activities show up in the Calendar view, which has tabs that allow viewing the calendar in Daily, Weekly, or Monthly form.

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Opportunities
Are potential revenue-generating events Can be used to:
Forecast sales revenues Manage sales engagements

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Opportunities Diagram The screenshot shows the My Opportunities list applet. Columns displayed include Opportunity Name, Account, Revenue, Committed, Team Space, and Sales Stage.

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Opportunity Information
May include:
An association with an account A probability of completion An estimated revenue and margin An estimated close date (required) A sales stage

Examples: Prospecting, Qualified, Selected, Closed/Won

A sales team of positions A sales channel

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Opportunity Information
Allows revenue and margin forecasting

Revenue and margin estimates

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Opportunity Information Diagram The screenshot shows the More Info form applet for Opportunities. The Revenue Detail section of this applet is highlighted, and it shows: Revenue = $31,875.00 Probability % = 70% Expected Value = $22,312.50 Best Case = $45,000.00 Worst Case = $20,000.00 Cost = $0.00 Margin = $31,875.00.

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Other Opportunity Functionality

The Opportunities Screen allows other entities to be associated with an Opportunity, such as:
Decision Issues factors that can influence a prospects buying decision Products Quotes, and so on

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Other Opportunity Functionality Diagram The screenshot shows a view that displays Opportunity detail in the top applet and Decision Issues for the opportunity in the lower applet. The three decision issues for this potential laptop sale are named Network, Priced within budget, and Performance. The Decision Issues are ranked in descending order of importance, and each has an explanatory comment.

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Service Requests
Are requests from customers or prospects for information or assistance with your products or services Are associated with a single owner

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Service Requests Diagram The screenshot shows the Service screen tab selected and a list of My Service Requests. Columns displayed include: New, SR#, Status, Summary, Account, Owner, and Priority.

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Service Request Information

Includes:
Creation date (required) Status and Substatus (required) Summary and Description Contact (Last Name and First Name) Account Product Date the service request will be completed (Date Committed)

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Configuring Siebel Applications

Siebel CRM applications can be configured to meet business requirements by:
Specifying preferences, administrative settings, and other configuration data in the Siebel application Configuring the application using a Siebel CRM development tool, Siebel Tools
Siebel Tools is used by developers to configure Siebel CRM applications

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Configuring Siebel Applications Siebel Tools Using Siebel Tools to customize Siebel CRM applications is covered in subsequent lessons. Diagram The screenshot shows Siebel Tools, which is an application used by developers to configure Siebel applications.

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Siebel Bookshelf
Provides extensive documentation for using and configuring Siebel applications

Make sure you have the Bookshelf version that matches your Siebel products version

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Siebel Bookshelf Diagram The screenshot shows the HTML version of Siebel bookshelf. Bookshelf in PDF format is available for downloading. Use the Downloading Documentation link under Related Information for instructions on downloading.

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Module Highlights
Siebel CRM applications provide you a way to effectively manage customer relationships A packaged application designed on best practices Offered in a variety of forms, each of which aligns with specific industry and business requirements
Some examples include Siebel Call Center and Siebel Sales

All Siebel CRM applications use a single, common database and executable Siebel CRM applications support different client access modes Siebel CRM applications are based on common business entities (Accounts, Contacts, Activities, Opportunities, and Quotes)

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