Siebel CRM On Demand

Siebel CRM On Demand
Administration Essentials
Volume II Student Guide
D44896GC21
Edition 2.1
July 2008
D55352

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Copyright 2008, Oracle. All rights reserved.
Disclaimer
This document contains proprietary information and is protected by copyright and
other intellectual property laws. You may copy and print this document solely for your
own use in an Oracle training course. The document may not be modified or altered in
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find any problems in the document, please report them in writing to: Oracle University,
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Authors
Cheryl Dajczak
Ruth Kale-Fok
Anne Romano
Technical Contributors
and Reviewers
Fred Hebert
Gary King
Mike Lairson
Binh Le
Editor
Daniel Milne
Publishers
Joseph Fernandez
Michael Sebastian Almeida
Jothi Lakshmi

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Contents

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

1 Introduction to the Company Administrator Role
Lesson Objectives 1-2
Siebel CRM On Demand Implementations 1-3
Administrator Responsibilities 1-4
Activate Global Company Settings 1-5
Set Up and Maintain Users 1-6
Customize the Application 1-7
Create Automatic Assignment Rules 1-8
Import Data 1-9
Ongoing Tasks and Maintenance 1-10
Administrator Resources 1-11
Administrator Homepage 1-12
Demonstration 1-13
Tips for Success 1-14
Summary 1-15
Lab 1-16

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

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Company Profile 2-5
Demonstration 2-6
Verify Key Information 2-7
Verify the Primary Contact 2-8
Verify the Default Settings 2-9
Default Settings: Language 2-10
Default Settings: Locale 2-11
Default Settings: Currency 2-12
Default Settings: Time Zone 2-13
Default Settings: Global Search Method 2-14
Default Settings: Fiscal Year Begins 2-15
Default Settings: Product Probability 2-16
Default Settings: Inline Edit Enabled 2-17
Default Settings: Message Center Enabled 2-18
Default Settings: Max # of Auditable Fields 2-19
Individual User Default Settings 2-20
Set Password Controls 2-21
Define Company Password Policies 2-22
Set Password Controls and Authentication Settings 2-23
Demonstration 2-25
Set IP Address Restrictions 2-26
Survey 2-27
Activate Company Languages 2-28
Activate Languages to Support Employees 2-29
Company Languages Control 2-30
User Default Language 2-31
Activate Currencies to Support Employees 2-32
Set Up Currencies 2-33
Activating Currencies 2-34
Defining Exchange Rates 2-36
Exchange Rate Rules 2-37
Demonstration 2-38
Communicate and Monitor 2-39
Communicate with Alerts 2-40
Demonstration 2-41
Create a Company Alert 2-42
Add Attachments to an Alert 2-43
Monitor User Sign-In Activity 2-44
Monitor User Resource Usage 2-45
Summary 2-47
Lab 2-48

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3 Visibility and Access Control
Record Type Access 3-3
Access Levels 3-4
Visibility 3-7
Visibility and Access Control Options 3-8
Public Chat 3-9
Role Control Mechanisms 3-11
User Role Assignment 3-16
Demonstration 3-17
Role Assignment 3-18
Role Assignment: Determine Needs 3-19
Examine Job Functions and Tasks 3-20
Determine Access 3-21
Document Requirements 3-22
Role Assignment: Plan Record Access 3-23
Record Type Access 3-24
Access Profiles 3-25
Associating Access Profiles to Roles 3-26
Public Chat 3-27
Owner Access 3-28
Default Access 3-29
Role Assignment: Plan Privileges 3-30
Privileges 3-31
Role Assignment: Plan Tab Access 3-32
Plan Tab Access 3-33
Evaluation #1 3-34
Evaluation #2 3-35
Evaluation #3 3-36
User Setup 3-37
Summary 3-39
Lab 3-40

4 Manager Visibility
Manager Visibility 4-4
What Does Manager Visibility Do? 4-5
How Is Manager Visibility Enabled? 4-6

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

5 Team Sharing and Group Assignment
Team-Record Sharing 5-4
Account, Contact, and Opportunity Teams 5-5
Demonstration 5-6
Group Assignment 5-7
What Does Group Assignment Do? 5-8
How Is Group Assignment Enabled? 5-9
Delegated Users 5-10
Other Access Control: Delegated Users 5-11
Summary 5-13

6 Role Setup
User and Role Setup Tasks 6-3
Role Setup: Edit or Create Access Profiles 6-4
Access Profiles 6-5
Access Profile Step 1 6-6
Access Profile Step 2 6-7
Related Information Access Levels 6-8
Demonstration 6-11
Role Setup: Edit or Create Roles 6-12
Make the Roles Fit Your Users Needs 6-13
Assign a Role to a User 6-14
Editing, Copying, and Creating Roles 6-15
Demonstration 6-16
Role Management Wizard Step 1 6-17

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Discussion 6-25
Summary 6-27
Lab 6-28

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

8 Book of Business
Books of Business 8-4
What Is Book of Business? 8-5
Book of Business Example: Territories and Products 8-6
Book of Business Example: Territories and Products 8-7
Book of Business with Other Access Features 8-8
Book of Business Setup 8-9

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Book of Business Hierarchy 8-11
Plan the Book of Business Hierarchy 8-12
Create a Book of Business Hierarchy 8-13
Demonstration 8-14
Updating Access Profiles 8-16
Associating Users with Books 8-17
User Delegation 8-18
Demonstration 8-19
Look In Selector 8-21
Displaying the Look In Selector 8-22
Using the Look In Selector 8-23
Demonstration 8-24
Associating Records with Books 8-26
Batch Assign a List of Records 8-27
Use Workflow to Assign Records 8-29
Demonstration 8-30
Summary 8-32
Lab 8-33

9 Customizing Fields
Poll 9-3
Customizations 9-4
Customize Siebel CRM On Demand 9-5
Prepare for Customizing CRM On Demand 9-6
Custom Field Setup Template 9-7
Document Required Customizations 9-8
Demonstration 9-9
Public Chat 9-10
Customize Fields 9-11
Field Administration 9-12
Rename Existing Fields 9-13
Indexed Fields 9-14
Add New Custom Fields 9-15
Field Types 9-16
Adding Custom Picklist Values 9-17
Modifying Picklist Values 9-18

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Linking Picklists 9-19
Add Custom Multi-Select Picklists 9-20
Public Chat 9-21
Web Link Fields 9-22
Configuring Web Links 9-23
Characteristics of Custom Fields 9-24
Demonstration 9-25
Customize Field Defaults 9-26
Set Default Value 9-27
Default Value Expressions 9-28
Expression Builder 9-29
Post Default and Validation 9-30
Demonstration 9-31
Other Changes 9-32
Changing Record Type Names and Icons 9-33
Demonstration 9-34
Customizing Lead Conversion 9-35
Lead Conversion Mapping 9-36
Demonstration 9-37
Summary 9-39
Lab 9-40

10 Customizing Page Layouts
Poll 10-3
Customize Siebel CRM On Demand 10-4
Prepare for Customizing CRM On Demand 10-5
Document Required Customizations 10-6
Custom Page Layout Template 10-7
Homepage Layout Template 10-8
Search Layout Template 10-9
Example: Customizing the Page Layout 10-10
Demonstration 10-11
Public Chat 10-12
Customize Fields 10-13
Administering Page Layouts 10-14
Page Layout Wizard 10-15
Demonstration 10-16
Step 1: Specify the Layout Name and Role 10-17
Step 2: Specify Field Attributes 10-18

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Step 3: Specify Field Placement on the Page 10-19
Specifying Field Placement 10-20
Step 4: Set Display Order for Linked Records 10-21
Renaming Page Sections 10-22
Dynamic Page Layouts 10-23
Creating Dynamic Layouts 10-25
Demonstration 10-26
Creating Dynamic Layouts: Step 1 10-27
Creating Dynamic Layouts: Step 2 10-28
Customize Page Layouts 10-29
Activating Layouts for a Role 10-30
Demonstration 10-31
Other Changes 10-32
Creating Search Layouts 10-33
Demonstration 10-34
Creating Search Layouts: Step 1 10-35
Activate Search Layouts for Roles 10-38
Creating Homepage Layouts 10-39
Demonstration 10-40
Creating Homepage Layouts: Step 1 10-41
Creating Homepage Layouts: Step 2 10-42
Activate Homepage Layouts for Roles 10-43
List Access and Order 10-44
Customize Audit Trails 10-45
Summary 10-49
Lab 10-50

11 Extending the Application
Poll 11-3
Customizations 11-4
Extend Siebel CRM On Demand 11-5
Web Applets 11-6
Custom Web Applets 11-7
Configuring Web Applets: Record Type Web Applets 11-8
Configuring Web Applets: Global Web Applets 11-9
Demonstration 11-10
Public Chat 11-11

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

12 Product Administration
Products 12-3
Assets 12-4
Poll 12-5
Managing Content 12-6
Set Up Product Categories 12-7
Organize Product Categories 12-8
Create Product Categories 12-9
Product Hierarchies 12-10
Product Categories 12-11
Create Product Lists 12-12
Compile Company Product Information 12-13
Create a Product List 12-14
Considerations for Products 12-15
Demonstration 12-16
Customize Product Pages 12-17
Product Attributes 12-18
Customizing Product-Related Pages 12-19
Administering Products and Assets 12-20
Demonstration 12-21
Customizing Product Administration Fields 12-22
Customizing Product and Asset Pages 12-23
Customizing Product and Asset Layouts 12-24
Summary 12-26
Lab 12-27

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13 Forecast Administration
Forecast Administration 13-3
Prepare 13-5
Forecast Types 13-6
Opportunity Revenue Forecasting 13-7
Product Revenue Forecasting 13-8
Recurring Revenue 13-9
Significance of Start/Close Date 13-10
How to Decide 13-11
Poll 13-12
Product Revenue Forecasting: Page Layout 13-13
Opportunity Revenue Forecasting: Page Layout 13-14
Verify User Roles and Reporting Structure 13-15
Set Up Forecast 13-17
Forecast Schedule 13-18
Forecast Administration 13-19
Set Up Forecast 13-20
Demonstration 13-21
Forecast Definition Wizard 13-22
Forecast Participants 13-25
Update and Maintain Forecast 13-26
Updating and Maintaining Forecasts 13-27
Changing Forecast Settings 13-28
Refreshing Forecast Participant List 13-29
Administering Submitted Forecasts 13-30
Public Chat 13-31
Summary 13-33
Lab 13-34

14 Creating Assignment Rules
Business Process Automation 14-3
Assignment Rule Process 14-4
Assignment Rules Administration 14-5
Prepare 14-6
Public Chat 14-7
Compiling Assignment Rules 14-8
Rule Groups and Rules 14-9
Rule Criteria 14-10

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How Rules Are Evaluated 14-11
Documenting Rule Criteria: Rule Name 14-12
Documenting Rule Criteria: Field 14-13
Documenting Rule Criteria: Value 14-14
Documenting Rule Criteria: Condition 14-15
Rule Criteria Guidelines 14-16
Rule Criteria: Condition 14-17
Multiple Rule Criteria 14-18
Record Assignment Template 14-19
Demonstration 14-20
Set Up Rule Groups 14-21
Assignment Rules Administration 14-22
Assignment Rule Groups 14-23
Create Rules and Criteria 14-24
Demonstration 14-25
Creating Rules Within Rule Groups 14-26
Name the Assignment Rule 14-27
Add Rule Criteria 14-28
Identify Account Teams and Territories 14-29
Territory Management 14-30
Territories and Account Teams 14-31
Territory Details 14-32
Assign Territories 14-33
Demonstration 14-34
Evaluation 14-35
Automatically Create an Account or Opportunity Team 14-36
Account Rule Options 14-37
Evaluation 14-38
Test and Activate Rules 14-39
Rule Group Activation 14-40
Test Assignment Rules 14-41
Summary 14-43
Lab 14-44

15 Customizing the Sales Methodology
Sales Methodology 15-3
Sales Pipeline 15-4
Default Pipeline Sales Stages 15-5
Probability Percentage 15-6

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Estimating Probabilities 15-7
Expected Revenue Calculation 15-8
Public Chat 15-9
Pipeline Analyses 15-10
Forecasts 15-11
Sales Methodology Administration 15-12
Define the Sales Methodology 15-13
Defining Your Sales Methodology 15-14
Create Sales Categories 15-15
Modifying Sales Processes 15-16
Demonstration 15-17
Modifying Sales Stages 15-18
Add New Sales Stages 15-19
Linking Processes to Opportunity Types 15-20
Linking Processes to Sales Roles 15-21
Define Additional Fields 15-22
Additional Required Fields 15-23
Example: Sales Stage Required Fields 15-24
Create Sales Process Coach Steps 15-25
Sales Rep: Sales Process Coach 15-26
Administration: Process Coach Steps 15-27
Demonstration 15-28
Create Automated Tasks 15-29
Sales Rep: Automated Tasks 15-30
Administration: Automated Tasks 15-31
Add Useful Related Resources 15-32
Adding Useful Resources 15-33
Create Assessments Scripts 15-34
Summary 15-36
Labs 15-37

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

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Create Workflow Rule 16-11
Supported Record Types 16-12
Triggering Workflow Events 16-13
Workflow Condition 16-14
Demonstration 16-15
Workflow 16-16
Create Workflow Actions 16-17
Create Email Notification Action 16-18
New Task Action 16-19
Assign Book Action 16-20
Update Values Action 16-21
Reordering Actions 16-22
Demonstration 16-23
Workflow 16-24
Testing the Workflow 16-25
Demonstration 16-26
Summary 16-28
Lab 16-29

17 Introduction to Reports and Analyses
Creating a New Analysis 17-3
Public Chat 17-5
Business Challenge 17-6
Business Solution 17-7
Homepage Analyses 17-8
Prebuilt Analysis Library 17-9
Dashboards 17-10
Demonstration 17-11
Siebel CRM On Demand Answers 17-12
Report Access and Visibility to Records 17-14
Set Report Privileges 17-15
Hiding Prebuilt Reports 17-17
Demonstration 17-18
Saving Prebuilt Reports in Folders 17-19
Creating Report Folders in Answers 17-22
Create New Folders 17-23
Restrict Access to Folders 17-24
Demonstration 17-25

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Access the Saved Analysis 17-26
Visibility to Records in Reports and Analyses 17-28
Demonstration 17-33
Homepage Analyses 17-35
Locate the Report Path 17-36
Report Properties and Location 17-37
Add Homepage Analysis to Layout 17-38
Demonstration 17-39
Summary 17-41
Lab 17-42

18 Integration Solutions Overview
Need for Application Integration 18-3
User Requirements 18-4
Public Chat 18-5
On Demand Integration Solutions 18-6
Siebel PIM Sync On Demand 18-7
Siebel PIM Sync Example (Outlook) 18-8
Siebel PIM Sync On Demand 18-9
Account Associations for Contacts 18-10
Demonstration 18-11
PIM Sync Installation Considerations 18-12
Siebel Email Integration On Demand 18-13
Demonstration 18-14
Email Integration: Attach Email 18-15
Attaching Email to Records 18-16
OEI Installation Considerations 18-17
Siebel Offline On Demand 18-18
Records That You Can Use Offline (Download/Upload) 18-19
Demonstration 18-20
Offline Installation Considerations 18-21
Evaluation #1 18-22
Evaluation #2 18-23
Evaluation #3 18-24
Siebel Web Services On Demand 18-25
Siebel Web Services Architecture 18-26
Siebel Web Services Benefits 18-27

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Siebel Web Services Examples 18-28
Siebel Web Services Considerations 18-30
Demonstration 18-31
Public Chat 18-32
Summary 18-33

19 Ongoing Administration
Public Chat 19-3
Ongoing Tasks and Maintenance 19-4
Tasks That Might Impact Other Areas 19-5
Creating New User Profiles 19-6
Updating User Details 19-7
Inactivated Users 19-9
Public Chat 19-10
Reassigning Group-Owned Records 19-11
Creating or Updating Roles 19-12
Updating Forecasts 19-13
Activating New Features 19-15
Managing Records 19-16
Deleting Batches of Records 19-17
Batch Delete Queue 19-18
Exporting Lists 19-19
Mass Updating Records 19-20
Merging Records 19-21
Demonstration 19-23
Managing Attachments 19-24
Exporting Records 19-26
Accessing Exported Records 19-27
Demonstration 19-28
Summary 19-30

20 Wrap-Up
Administrator Resources 20-2
Training and Support Center 20-3
Course Overview 20-4
Thank You 20-5

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Extending the Application

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Siebel CRM On Demand Administration Essentials 11 - 2
Lesson Objectives
After completing this lesson you should be able to:
Create a custom Web applet
Create a custom Web tab
Set up a custom object
Why you need to know:
External data from other sites is often necessary for your
business, and accessing that external data from On Demand
is very efficient.
Custom objects allow you to augment the existing types of
records in On Demand to meet your requirements.

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Poll
Does your company use data that can be found on the Internet
or your intranet during day-to-day business?
Answer the question, and then click Submit.

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Customizations
What can you do to extend Siebel CRM On Demand?
Custom Web
applets on
record pages
Custom Web
tabs to show
other sites
Custom
objects in the
On Demand
database

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Extend Siebel CRM On Demand
Custom
Objects
Custom
Objects
Rename a custom object.
Configure its fields and layouts.
Associate it with a role.
Create a Web applet.
Add the applet to a layout.
Create a Web tab.
Associate a Web tab with a role.
Create a Web tab.
Associate a Web tab with a role. Web Tabs
Web Tabs
Web
Applets
Web
Applets

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Web Applets
Web
Applets
Web
Applets

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Custom Web Applets
Use to embed other applications into record homepages,
record Detail pages, My Homepage, and Action Bars.
For example:
Indicate the URL, HTML, or RSS feed to access the other
application.
Pass information from selected user profile or record fields as
a parameter, if needed.
For custom Web applets on
Detail or record homepages,
add to layouts; can allow
certain roles access
and not others.
Custom Web
applet
Account Name
passed to applet
Tip
Some Web sites require full control of the browser. Such Web sites may not be displayed
properly in a custom Web applet because they will not remain in the content area of the On
Demand application.

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Configuring Web Applets:
Record Type Web Applets
Create a Web applet for a
specific record type.
Provide:
Text for the section header
Location of the applet
Type of Web applet
URL, custom HTML, or RSS
feed that the Web applet
should access
User or record field parameters
to pass in the URL (optional)
Height in pixels (optional)
Add the Web applet to a page
layout.
Create a Web Applet for specific record type
Admin > Application Customization > Record Type > Record Type Web Applet
Add the Web Applet to a Layout
Admin > Application Customization > Record Type > Record Type Page Layout

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Configuring Web Applets: Global Web Applets
Create a global Web applet for
My Homepage or the Action
Bar.
Specify the same information
as for the Custom Web Applet.
Not associated with a role or
page layout
Users can add applets to My
Homepage or the Action Bar.
Create a Global Web Applet
Admin > Application Customization > Global Web Applets

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Demonstration
Creating a Web Applet

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Public Chat
What other uses can you think of for a Web applet?
Send a public chat to answer the question.

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Web Tabs
Create a Web tab.
Create a Web tab.
Web Tabs
Web
Applets
Web
Applets

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Custom Web Tabs
Use to embed other applications into the On Demand content
area.
Indicate the URL to access the other application.
Pass information from selected user profile fields as a
parameter in the URL, if needed.
Custom Web tab
Tip
Some Web sites require full control of the browser. Such Web sites cannot be displayed properly
in a Custom Web tab because they will not remain in the content area of the On Demand
application.

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Configuring Web Tabs
Create a custom Web tab.
Provide:
The text that you want
displayed for the tab
The URL that the Web tab
should access
User field parameters to
pass in the URL (optional)
Frame height and width
(optional)
Icon (optional)
Give access to the Web tab via Role
Management.
Create a Web Tab
Admin > Application Customization > Custom Web Tabs
Give Role Access to the Web Tab
Admin > User Management & Access Controls > Role Management

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Demonstration
Custom Web Tabs

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Custom Objects
Custom
Objects
Custom
Objects
Create a Web tab.
Create a Web tab.
Web Tabs
Web
Applets
Web
Applets

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Custom Objects (Record Types)
Use up to three custom objects to track information that is
very specific to your business; custom objects:
Are available to be linked to other record types, such as
Account
Have their own tabs and homepages
Appear in the Create box and Search list in the action bar
Are available for custom lists
Are available for creating custom reports and analyses
Consider these limitations before using custom objects:
Homepages cannot be customized
Cannot contain the country-specific address fields

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Setting Up Custom Objects
Contact Customer Care to enable Custom Objects.
Set up each custom object for the company, including:
Rename the custom object
Rename predefined fields
Create custom fields
Create page layouts
Give access to the custom object to appropriate Users.
In the access profile:
Set data access levels for the custom object and its related
information (Accounts, Contacts, and so on).
Set data access levels on other record types for the custom
object related information sections.

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Setting Up Custom Objects
In the Role Management Wizard:
Give access to the custom object in Step 2.
Move the custom object to the Selected Tabs section in
Step 5.

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Custom Object Fields
Every custom object comes with some prebuilt fields:
Common fields such as Name, Type, Owner, Description,
and others
Name fields for other record types, such as Contact and
Account
System-generated fields such as Created By and Row ID

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Specialized Custom Object Fields
Every custom object includes some specialized fields.
Quick Search fields are optimized for searching and will
appear by default in search and advanced search for this
object.
Indexed fields are optimized for lists.
Use these fields for
information that users
will want to filter and
sort on in lists.
Use these fields for
information that users will
want to search.

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Demonstration
Custom Object Configuration

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Tips for Success
To help ensure your success:
Added to layouts as a related section
Can increase efficiency by including
necessary information in On Demand
rather than requiring an additional browser
window
Access can be controlled by role
Can increase efficiency by including
necessary or often-used Web resources in
On Demand rather than requiring an
additional browser window
Create your own record types and work
with them just like existing record types
Allows you to extend the database to
include very business-specific data that
On Demand does not already allow for
Use custom
objects to add
record types to
On Demand.
Create a Web tab to
embed a Web site
into its own tab in
On Demand.
Create a Web applet
to embed a Web site
into a record detail
page.

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Summary
This lesson showed you how to:
Create a custom Web applet
Create a custom Web tab

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Lab
In this lab you will:
Create a Web applet
Create a Web tab

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Product Administration

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Lesson Objectives
After completing this lesson you will be able to:
Create product categories and product lists
Customize product, asset, and opportunity product record
types
Control which products can be associated with opportunities
Describe the relationship between products and assets
Set up products to enable product revenue forecasting
Setting up products allows you to track recurring revenue and
perform product, account, and contact revenue forecasting.
Administering assets helps you track which of your products
and services have been purchased by any customer.

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Products
Are linked to opportunity, account, or contact records in order to
track the products and services your customers are considering
Opportunity details
Products associated
with the opportunity
Products
Products are the goods and services that your customers are considering purchasing from your
company. As such, they are important attributes to a sales opportunity.
Industry Editions
If you have Siebel CRM On Demand Industry Edition, you might also be able to link products to
account or contact records to track potential sales.

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Assets
Are linked to account records to keep track of products and
services that customers have already purchased
Account details
Assets associated
with this account
Assets
Asset records attached to accounts list those products or services that a customer has already
purchased from your company.

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Poll
Does your company plan to track products or assets in On
Demand?

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Managing Content
Customize
Product
Pages
Customize
Product
Pages
Customize product fields.
Arrange Opportunity Product
and Account Asset page layouts.
3
Set Up
Product
Categories
Set Up
Product
Categories
Organize products into groups.
Create product categories in the
application.
application.
1
Create
Product
Lists
Create
Product
Lists
Compile product information.
Add product records to create a
product list.
product list.
2

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Set Up Product Categories
Set Up
Product
Categories
Set Up
Product
Categories
application.
application.
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Organize Product Categories
Create logical groupings, or categories, for your products
and services.
Give the categories names that are meaningful to your
company and business.
Copiers Paper
Printing
Supplies
Product List
Ream White bond paper
XJ4000 color copier/printer
Case 11 x 17 multi paper
AJ2B Black Printer ink cartridge
Letterhead stock
Printer toner
XJ4000 color
copier/printer
Ream White
bond paper
Case 11 x 17
multi paper
Letterhead
stock
AJ2B Black
Printer ink
cartridge
Printer toner
Categories

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Create Product Categories
Navigation
Product Categories List: Admin > Content Management > Product Categories > New

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Product Hierarchies
Products can be organized into hierarchical structures of parent
and child categories.
Printers
Color Printers
B/W Printers
Child categories
Parent category
Navigation for Product Categories:
Admin > Content Management > Product Categories > New

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Product Categories
Assign product categories to individual products after setting up
the product categories.
Product record
Navigation for Product Edit
Admin > Content Management > Products > Click the Product Name > Product Details page

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Create Product Lists
Organize products in groups.
application.
application.
Create
Product
Lists
Create
Product
Lists
product list.
product list.
1
2
Set Up
Product
Categories
Set Up
Product
Categories

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Compile Company Product Information
Compile your product information using a spreadsheet or
template.
Product Available 2540-IC Supplies 2540 cartridge Ink Cartridge
Product Available 500-85-11 Supplies 8.5x11 white
paper - case
500 Paper
Service Production Service
Package
24x7 gold-level
service contract
Gold Service
Package
Product Production PP-100 Color Printer Large format color
printer
ProPrint 100
Product Production G-1000 Printers Standard office
B&W printer
Griffin 1000
Product Production PH-500 Color Printer Photo quality
color printer
Phoenix 500
Product Production PH-200 Color Printer Color printer Phoenix 200
Type Status Part # Category Description Product
Name

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Create a Product List
Use compiled product information to create a product list
(catalog).
Product information can be imported or entered manually.
Enter product details in
the Product Edit page.
Importing Products
Besides entering products manually, these records can also be imported using the Siebel CRM
On Demand Import Assistant.

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Considerations for Products
Uncheck the Orderable check box in order to:
Prevent users from adding this product to new opportunities
Prevent users from adding this product as assets to
accounts
Note: You cannot delete products from the product list.
Orderable
check box

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Demonstration
Creating Products and Product Categories

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Customize Product Pages
Customize
Product
Pages
Customize
Product
Pages
application.
application.
Create
Product
Lists
Create
Product
Lists
Compile product information .
product list.
Compile product information .
product list.
1
2
3
Set Up
Product
Categories
Set Up
Product
Categories

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Product Attributes
The Product Revenue page describes the relationship between
a product and a specific opportunity.
Some attributes are inherited from the product catalog when
a sales user adds a product to an opportunity.
Other product attributes are specific to the opportunity.
Opportunity
Product 1
Product Name
Quantity
Product Category
Purchase Price
Part #
Status
Type
Revenue
Start/Close Date
Frequency
# of Periods
Sales Stage
Probability
Expected Revenue
Product 2
From
product
catalog
Industry Editions
This information also applies to the Account Revenue and Contact Revenue pages, which are
available with some Industry Editions of Siebel CRM On Demand.

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Customizing Product-Related Pages
Customize product, asset, and opportunity product pages in the
same way as other record types.
Custom Field
Add a new
custom field.
Change
field labels.
Change values in drop-
down lists (picklists).
Arrange fields
within a page.
Make fields required
or read-only.
Relabel page
sections.

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Administering Products and Assets
Field setup areas are used to customize product, asset, and
product revenue fields.
Page layout areas are used to administer:
Product Administration page (to set up a catalog)
Account Asset page (user page)
Opportunity Product Revenue, Account Revenue, and
Contact Revenue pages (user pages)
Product Fields
Opportunity
Product Layout
(User Page)
Product
Layout
(Admin Page)
Customize
page layouts.
Asset Layout
(User Page)
Asset Fields Revenue Fields
Customize
fields.

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Demonstration
Customizing Fields for Product, Asset, and Product
Administration Areas

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Customizing Product Administration Fields
Use the Product Fields page to make changes to fields
displayed on the Product administration page.
Edit picklist
values.
Re-label fields.
Create new
fields.
Navigation for Product Administration Field Setup:
Admin > Application Customization > Product > Product Field Setup
Type Field
There are two different type fields listed on the Product Edit page; Product Type and Type. Use
the Edit Picklist link for the Type field if you want to change the values in the drop-down list for
the Type field on the Product Edit administration page.

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Customizing Product and Asset Pages
Use the Product and Asset Field Setup pages to make changes
to fields displayed on the Product Revenue and Account Asset
pages.
Administer fields that appear
when a user is entering product
information for an opportunity,
account, or contact.
Administer fields that appear
when a user is entering asset
information for an account.
Navigation for Account Asset Field Setup
Admin > Application Customization > Asset > Asset Field Setup
Navigation for Opportunity Product Field Setup
Admin > Application Customization > Revenue > Revenue Field Setup
Asset Notification Date
An optional Notification Date field can be added to your asset page layout. When a notification
date is entered on an asset, a task will be automatically generated on that date. The task will be
assigned to the owner of the account to which the asset is linked.

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Customizing Product and Asset Layouts
Use the page layout pages to make changes to Product,
Opportunity Product, Account or Contact Revenue, and Asset
page layouts.
Navigation for Account Asset Page Layout:
Admin > Application Customization > Asset > Asset Page Layout
Navigation for Opportunity Product Revenue Page Layout:
Admin > Application Customization > Revenue > Opportunity Product Revenue Page Layout

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Tips for Success
Reduces mistakes and duplication of
effort during product administration
Provides the appropriate category to
choose from when you create the new
product record
Minimizes confusion for users
Only necessary fields are displayed on
your product and asset page layouts.
Customize your
layouts based on
your company
requirements.
Create product
categories before
creating products
that belong in the
categories.
Map out your product
hierarchy before
setting up products in
the application.

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Summary
Create product categories and product lists
Customize product, asset, and opportunity product record
types
Control which products can be associated with opportunities
Describe the relationship between products and assets
Set up products to enable product revenue forecasting

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Lab
Compile product and category information
Create product categories
Create a product catalog and categorize products

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Forecast Administration

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Lesson Objectives
Differentiate among the different forecasting options
Set up a forecast schedule
Add participants to a forecast
Describe the effect of user roles and reporting structure on
forecasts
Update and maintain forecasts
Setting up and administering forecasts effectively provides
critical metrics for determining your company's sales
effectiveness.

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Forecasts are snapshots of information about revenue and
potential revenue for one or several fiscal quarters.
Administrators define when, how often, for whom, and what
type of forecasts are generated.
Administrators set up currency exchange rates if the
company uses more than one currency.
Date-specific
forecast
Forecast created
for a specific user
User-controlled
currency

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Update and
Maintain
Forecast
Update and
Maintain
Forecast
Change forecast settings.
Refresh forecast participant list.
3
Prepare
Prepare
Decide on what basis your
company will forecast.
Set up page layouts.
Set up user profiles and roles.
1
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Specify details of forecasts.
Specify participants included in
the forecast.
the forecast.
Set Up
Forecast
Set Up
Forecast

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Prepare
Prepare
Prepare 1

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Forecast Types
Choose the type of forecast to be generated:
Opportunity revenue
Product revenue (linked to opportunities)
Account revenue (used in Industry Editions)
Contact revenue (used in Industry Editions)
Note: You can only have one type of forecast for your company.
Most companies use
Opportunity or Product
Revenue forecasts.
Forecast Type
If you are not using Siebel CRM On Demand Industry Editions, then typically you will select
either Opportunity Revenue or Product Revenue forecasting.
Account and Contact Revenue Forecasting
The Account Revenue and Contact Revenue forecasting options allow you to forecast against
account or contact record types, respectively (common in the medical or pharmaceutical
industries where you measure revenue against medical institutions or physician practices).

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Opportunity Revenue Forecasting
Reports on revenue contained at the opportunity level
Revenue may or may not be rolled up from products
associated with the opportunity.
Only revenue from opportunities with the Forecast check box
selected and close dates in a forecasted quarter will be
included in the forecast.
Oppor.
Close Date
Oppor.
Revenue
Oppor.
Forecast
This Quarter 10,000 Opportunity 4
Next Quarter 5,000 Opportunity 3
Forecast this
Quarter =
$45,000.00.

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Product Revenue Forecasting
Reports on revenue listed at the product level
The total product revenue may not be reflected in the
opportunity revenue.
This Quarter 2,500 Product C
This Quarter 4,500 Product B
This Quarter 6,000 Product A
Product
Forecast
Product
Start/ Close Date Revenue
Next Quarter 10,000 Product B
0 Opportunity 3
2,500 Opportunity 2
35,000 Opportunity 1
Forecast this
Quarter = $8,500.00.

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Recurring Revenue
You can track recurring
revenue streams for your
company if:
Your company has
products or services that
are billed to customers
over time
You choose Product
Revenue forecasting
Users provide details about
how often and when
revenue should be
recognized for any product.
Navigation
Opportunities > Click an Opportunity Name > Opportunity Detail > Product Revenues related
information section > Click a Product Name
Recurring Revenue
Users can specify recurring revenue by entering appropriate details in the Product Revenue.
Details page for a product associated to an opportunity record.
Start/Close Date is the date on which the first recurring revenue period begins.
Frequency is how often the value in the Revenue field should be recognized as revenue.
# of Periods is how many times the value in the Revenue field should be recognized as
revenue.

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Significance of Start/Close Date
Opportunity Revenue Forecasting
The important date is the Close Date: the date on which the
opportunity is expected to close successfully.
Product Revenue Forecasting
The important date is the Start/Close Date:
Recurring revenue: date on which the first revenue period
begins
Non-recurring revenue: date on which the opportunity is
expected to close
In this example, $2,400 will be
recognized every month for 10
months, beginning on 11/24/2006.

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If your company needs to
forecast opportunity
revenue, regardless of how
much revenue there is from
individual products, you
should choose:
How to Decide
If your company needs to
forecast one-time or
recurring product revenue,
regardless of how much
revenue is listed for the
opportunity, you should
choose:
Opportunity
Revenue
Forecasting
Product
Revenue
Forecasting
Forecasting Type
After deciding on the correct type of forecasting for your company, you will select either
Opportunity Revenue or Product Revenue forecasting when administering forecasts in Siebel
CRM On Demand. This is a company-wide decision and cannot be overridden by individual
forecast participants.
If your company uses an Industry Edition of Siebel CRM On Demand, you might also want to
select the Account Revenue or Contact Revenue forecasting option. These two types of forecasts
work much the same as the Product Revenue forecasts, except product revenue is associated
with account or contact records rather than with opportunity records.

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Poll
Which type of forecast will your company want to enable?

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If your company: Then:
Product Revenue Forecasting: Page Layout
Uses products
Performs product
revenue forecasting
Tracks recurring
revenue
You will retain many of the default product
fields in your opportunity product layout.
How you choose to forecast affects your page layout.
Product fields specific to
product revenue forecasting
Navigation
Opportunities > Opportunity Details page > Product Revenues section > Click a Product Name

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Opportunity Revenue Forecasting: Page Layout
You will hide many of the default product
fields in your opportunity product layout.
If your company: Then:
How you choose to forecast affects your page layout.
Uses products
Performs opportunity
revenue forecasting
Product revenue forecasting
fields are removed from layout.

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Verify User Roles and Reporting Structure
Before initially setting up your forecast, be sure to complete the
following:
Assign the appropriate roles to each user who will participate.
Ensure that each user profile reflects the correct reporting
structure.
Role: Field Sales Rep
Role: Sales &
Marketing Manager
Reports To

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Verify User Roles and Reporting Structure
For your forecast to work properly, all forecast participants must
report to another forecast participant.
Except for one top-level user, such as the president or chief
executive officer (CEO)
Exec
Sales Mgr Sales Mgr
FS Rep FS Rep IS Rep
Exec
Sales Mgr Sales Mgr
FS Rep FS Rep IS Rep
Exec
Forecast is successful!
Forecast is successful!
Forecast fails!
Forecast fails!
If a Forecast Fails
If a forecast fails (for example, for the reason presented above), the primary contact
Administrator (listed in the Company Profile page) receives an email notification. After the
forecasting problem is fixed and the forecast setup updated, the forecast is automatically
regenerated that night, even though it may not be the usual forecast night.

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Set Up Forecast
Prepare
Prepare
Set Up
Forecast
Set Up
Forecast
the forecast.
the forecast.
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Forecast Schedule
Forecasts can be generated on a weekly
or monthly cycle.
Forecasts are created automatically at
1:00 A.M. on the specified day
(hosting facility time zone).
An alert announcing this forecast
appears on My Homepage.
The current forecast is archived and
locked for any edits one hour before
the next scheduled forecast generation.
Setting Forecast Schedule
If you choose a weekly forecast schedule, you will be asked to specify the day of the week you
want the forecast to be generated. If you choose a monthly forecast cycle, you will be asked to
specify the day of the month (1 through 28).

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Perform both setup and ongoing administration of your forecast
on the Forecast Definition page.
Admin > Data Rules & Assignment > Forecast Definition

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Set Up Forecast
An assistant guides you through the steps of setting up your
forecast.
Step 1
Set forecast
type,
frequency,
and duration.
Step 2
Specify the
day that you
want your
forecast.
Step 3
Select the
included
roles for
forecast.
Click Update.
Navigation
Admin > Data Rules & Assignment > Forecast Definition > Update

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Demonstration
Forecast Setup Assistant

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Forecast Definition Wizard
Step 1: Select forecast type, frequency, and duration.
Select type.
Select
frequency.
Note: A company can forecast revenue based on
opportunity revenue or product revenue, but not both.
Select
duration.

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Step 2: Select the day or date that you would like the forecast
to be generated.
Monday through Sunday for weekly forecasts
1 through 28 for monthly forecasts
Forecasts are not generated on the
29th, 30th, or 31st of the month.

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Step 3: Select the roles that will be included in the forecast.
Before doing this step, be sure the reporting structure and all
required roles have been created and assigned.
Move the roles that you want to
include to this box.
Participating Roles
Note that all individuals who have a role participating in a forecast will receive forecasts. If this
is not desirable, then copying or creating new roles may be required to separate forecast
privileges.

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Forecast Participants
Are included by role, not by individual name
After setup, the Forecast Definition (administration) page
displays a list of all participant users who are included
because of their roles.

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Update and Maintain Forecast
Update and
Maintain
Forecast
Update and
Maintain
Forecast
Prepare
Prepare
company will forecast
Set up user profiles and roles
company will forecast
Set up user profiles and roles
Set Up
Forecast
Set Up
Forecast
the forecast.
the forecast.
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3

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Updating and Maintaining Forecasts
Forecasts need to be updated when:
Your company chooses to change some of the forecast
settings.
Frequency/schedule
Forecast type
There are changes to forecast participant information.
New employees who need to be included in the forecast join
the company
Employee roles change
Reporting structure changes
Note: Use caution when changing the Reports To field for a
participant to someone not included in the forecast.
Changing the Reports To Structure
If you want to make a change to the Reports To field for a forecast participant, be sure that the
new manager is included as a forecast participant as well. You might need to update the forecast
settings to do this.

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Changing Forecast Settings
Updates to forecast settings are made on the Forecast
Definition page.
Change the frequency or day of the week when forecasts
are generated.
Add or delete roles included in the forecast.
Updating Forecasts Due to Setting Changes
To update a forecast with different settings, the Administrator clicks Update and goes through
the three steps of the Forecast Definition Wizard. If you are updating information that is part of
the wizard, do so in the appropriate step and then click Finish.

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Refreshing Forecast Participant List
Update the forecast settings when you add or remove
employees from roles.
Click through the three-step Forecast Setup Wizard.
No actual changes to the information in the Setup Wizard are
required unless participating roles are being added or deleted.
This refreshes the list of participants included in the forecast.
Participants
Penny Fortham
Lucy Harris
Ethan Phillips
Ryan Taylor
Participants
Penny Fortham
Lucy Harris
Donna Jones
Ethan Phillips
Jeff Smith
Ryan Taylor
Forecast Setup Wizard
Step 1
Set forecast
type,
frequency,
and duration.
Step 2
Specify the
day that you
want your
forecast.
Step 3
Select the
included
roles for
forecast.
New forecast participants
added due to the refresh
Updating Forecasts Due to Participant Changes
To update a forecast because forecast participant information has changed (user role changes or
reporting structure changes), you may not need to change any parameters in the wizard;
however, you do still need to go through all the wizard steps and click Finish.

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Administering Submitted Forecasts
Forecast participants can update their opportunities and
forecast details before clicking Submit.
Forecasts that have been submitted:
May need to be changed before the end of the forecast period
May need to be un-submitted after being submitted
Allows the forecast to be changed again and re-submitted
Some predefined roles allow changing submitted forecasts.
Manager of the forecast participant
Administrator
Executive
Note: At the end of a forecast period, the forecast is
archived and cannot be un-submitted.

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Public Chat
What are some of the prerequisite tasks that need to be
accomplished before you set up a forecast?

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Tips for Success
Provides up-to-date revenue information
for sales management or other decision-
makers
Provides current revenue and
opportunity close information that will be
included in the forecast
Refreshes the forecast participant list to
reflect the role or reporting structure
changes in your company
Update forecast
settings when you add
or remove employees
from any participating
roles.
Enforce rigorous
opportunity
management by your
sales reps.
Choose a forecast
date close to when the
forecast information
will be used.

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

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Lab
Set up a product forecast schedule
Add participants to the forecast
Set up recurring revenue and product-level forecasting

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Creating
Assignment Rules

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Lesson Objectives
Use templates to document assignment requirements
Describe how On Demand evaluates assignment rules in an
assignment rule group
Create assignment rule groups, rules, and rule criteria
Create territories and assign records to territories
Create account and opportunity teams automatically
Automating assignment increases productivity and ensures
that records are routed to the right people.
Setting up assignment rules allows large volumes of records
to be imported and automatically assigned, eliminating the
need for manual assignment.

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Business Process Automation
Set up assignment rules to automatically:
Organize business information by assigning records to the
most appropriate people
Distribute accounts and opportunities to sales territories for
more efficient business development
Create account and opportunity teams based on business
rule criteria
Leads
Service Requests
Opportunities
Assign to people
Assign to people,
territories, and teams
Accounts

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Assignment Rule Process
Rule Group Triggered
Record Needs
Assignment
Rule is triggered.
Record is compared
to assignment rules.
Record is assigned to
the correct owner, team,
and territory.
Email notification is sent
to record owners (lead and
service request only).

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Compile your companys business
rules for record assignments.
Prepare Rules and
Criteria
Prepare Rules and
Criteria
Identify Territories
and Teams
and Teams
Set Up Rule
Groups
Set Up Rule
Groups
Create Rules and
Criteria
Create Rules and
Criteria
Test & Activate
Rules
Test & Activate
Rules
1
2
3
4
5
Identify rules for automatic creation
of teams and territory assignment.
Define groupings of rules that might
be applied at different times.
Name the assignment rule(s).
Create the criteria used to apply the
rule.
rule.
Test your rules in small batches.
Activate your rules.
Assignment Rules Administration

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Prepare
Prepare Rules and
Criteria
Prepare Rules and
Criteria
1

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Public Chat
What are some typical rules that might be used to assign Lead
records? Service Request records? Account records?
Opportunity records?
Use the public chat to answer each of the questions as
prompted by the instructor.

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Compiling Assignment Rules
Consider all your business rules for assigning business
information.
Note: Use the Record Assignment template to document your rules.
Assigned by revenue potential or geographic location
Opportunity
Usually assigned to sales representatives based on
geographic location
Account
Most are assigned by problem area, except requests
involving a particular product (which are routed to a
particular person)
Service
Request
Most are assigned by product expertise and geographic
location; some are assigned to a telemarketing manager
Lead
Business Rules Record
Type

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Rule Groups and Rules
Rule
Defines the criteria used to assign the ownership of a record
to the appropriate person
Order is importantif a record does not match one rule, the next
one in the rule group is considered until a match is found.
Rule group
A set of rules that define all of the assignment scenarios that
should be considered when matching records to people
Only one active rule group is allowed at a time.
Rule 1
Rule 2
Rule Group A
Q2 New Accounts
Active
Rule 3
Rule Group B
Q3 New Accounts
Inactive
Rule 4
Rule 5
Rule 2

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Rule Criteria
Information used to assign records
Each criterion has three components:
Field: name of the record field that will be evaluated for the
rule
Condition: how the values of the field will be evaluated when
considering whether or not the rule is a match
Value: text or number in the field that you want to match in
order to apply the rule
Rule 1
Rule 2
Rule Group A
Rule 3
Rule 2
Field Condition Value
Region
Contains all
values
West
Industry
Contains exact
field value
Medical,
Pharmaceutical
Rule Groups, Rules, and Criteria
While you can have multiple rule groups, only one at a time can be active.
Each rule group may have multiple rules.
Each rule may have multiple criteria. Within any one rule, all criteria must apply (all criteria in
any one rule are related through and logic).

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How Rules Are Evaluated
Account assignment example:
Region = West?
Industry = Medical or
Pharmaceutical?
Priority = High?
Evaluation of the rule starts
when the Reassign box is
selected on an account
Assign account to Employee Z
Assign account
to Employee X
Assign account
to Employee Y
Rule 1: Assign all
high-priority accounts
to Employee X.
Rule 2: Assign
accounts that are in
the Western region
AND in the Medical
or Pharmaceutical
industry to
Employee Y.
Rule Criteria
Y
N
Y
N
Rule Example
In this example, a rule group that includes two rules is being evaluated. Rule 1 has one criterion,
where the priority of the account record is evaluated. If this criterion is met, then the account is
assigned to Employee X.
Rule 2 has two criteria, where both the Region and Industry fields on the account are evaluated.
If the conditions of these criteria are both met, then the account is assigned to Employee Y.
Finally, if none of the rule criteria are met, then the account is assigned to a default owner,
Employee Z.

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Documenting Rule Criteria: Rule Name
For accounts in which the Region is West and the Industry
is either Medical or Pharmaceutical, assign the account to Employee Y,
the Inside Sales Manager.
Contains at least
one value
Western
Medical
Accounts
Value Condition Field Rule Name

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Documenting Rule Criteria: Field
Industry
Region
Western
Medical
Accounts
Field Column
The Field column holds the field(s) in the record that are evaluated as part of the rule.

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Documenting Rule Criteria: Value
Medical,
Pharmaceutical
Industry
West Region
Western
Medical
Accounts
Value Column
The Value column holds the rule values against which the record field values are evaluated.

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Documenting Rule Criteria: Condition
Medical,
Pharmaceutical
Industry
West Region
Western
Medical
Accounts
?
There are six conditions
from which to choose.
Condition Column
The Condition column holds the operator or condition that is used to evaluate the records field
value against the rules value. These conditions are selected from a picklist in the application
and are listed in the following slide.

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Rule Criteria Guidelines
Single value Numbers Less than or equal to
Single value Numbers Greater than or equal
to
Single or multiple values
separated by commas
Text, picklist values,
addresses
Contains none of the
values
separated by commas
addresses
Contains exact field
value
separated by commas
addresses
Contains all values
Minimum and maximum
values separated by a comma
Dates Between
And support Can apply to fields
that contain
The condition

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Rule Criteria: Condition
Medical,
Pharmaceutical
Industry
West Region
Western
Medical
Accounts
Contains all
values
Contains exact
field value

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Multiple Rule Criteria
West
Contains all
values
Region
Value Condition Field
Criterion # 1
Medical,
Pharmaceutical
Contains exact
field value
Industry
Criterion # 2
AND
Multiple Rule Criteria
All criteria must match for rule
assignment to trigger.
Multiple Values
Multiple values can be listed for your rule criteria. Values must be separated by a comma.

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Record Assignment Template
Document the rules and
criteria needed for assigning
records.
Use the template to help
you plan the details of
your assignment rules.
Refer to the document as
you set up rules in the
application.
Template
The Record Assignment Template is available from Online Help. To access this template:
1. Click the Help link on any page.
2. On the Contents tab, click to expand the Administering Siebel CRM On Demand topic.
3. Click to open the Using Administrator Templates During Setup page (the first one in the
Administering topic).
4. Click the Record Assignment Template link.

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Demonstration
Record Assignment Template

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Set Up Rule Groups
Prepare Rules and
Criteria
Prepare Rules and
Criteria
Set Up Rule
Groups
Set Up Rule
Groups
1
2

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Assignment Rules Administration
Use Data Rules & Assignment to set up assignment rules.

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Assignment Rule Groups
Add a new rule group if the set of assignment rules has
changed or will change for your company.
There can be only one active rule group at a time.
Build new rule groups ahead of time, in order to switch active
status easily.
Active and inactive
rule groups are listed.
Specify account owner and account
territory for unassigned records.
Navigation
Admin > Data Rules & Assignment > Account Assignment Rules

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Create Rules and Criteria
Prepare Rules and
Criteria
Prepare Rules and
Criteria
Set Up Rule
Groups
Set Up Rule
Groups
1
2
Create Rules and
Criteria
Create Rules and
Criteria
3
rule.
rule.

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Demonstration
Creating Assignment Rules

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Creating Rules Within Rule Groups
Add rules to a group after creating the new rule group.
Add rules to the
appropriate rule group.
Navigation
Admin > Data Rules & Assignment > Account Assignment Rules > Rule Group Detail page.

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Name the Assignment Rule
Provide rule order and assignment information.
Remember that there can be multiple criteria per rule, and
multiple rules per rule group.
Accounts that meet this
rule criterion are assigned
to JSMITH.
Order is the sequence in
which rules are evaluated.
Service Request Assignment
For service request assignment rules, you an additional option to disable the automatic email
notification of assignment. This can be done for any individual service request rule.

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Add Rule Criteria
Add criteria defining when the rule will be applied.
Multiple criteria in one rule are associated by AND logic.
Only accounts meeting both
criteria will trigger this rule.
Navigation
Admin > Data Rules & Assignment > Account Assignment Rules > Rule Group > Rule

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Identify Account Teams and Territories
Prepare Rules and
Criteria
Prepare Rules and
Criteria
Set Up Rule
Groups
Set Up Rule
Groups
1
2
Create Rules and
Criteria
Create Rules and
Criteria
3
rule.
rule.
and Teams
and Teams
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Territory Management
Territories are groupings of accounts and opportunities
based on geography, product lines, or other business
structures.
Territory hierarchies are used to refine groupings and reflect
organizational structure.
North America
Canada
Eastern US
Western US
Key Point
Only accounts and opportunities can be organized into territories. Employees are not organized
by territory.
Territory Management
Admin > Territory Management

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Territories and Account Teams
In addition to assigning record owners:
Territories can be assigned to account and opportunity
records.
Account and opportunity teams can be automatically created.
Leads
Service Requests
Opportunities
Assign to People
Assign to People,
Territories, and Teams
Accounts
Account or Opportunity Team
When an assignment rule defines an account or opportunity team, the record owner is assigned
and the team is created when the rule is triggered.
When the Reassign check box is checked on an account or opportunity record, both the owner
and the team might be changed.
Group Assignment
When Group Assignment is enabled and groups of users are defined, group members are
automatically added to the account and opportunity teams for any non-private records owned by
a group member.

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Territory Details
Create parent territories first, then child territories.
The parent territory is the top-level territory and is often the
largest in geographical size.
Specify the parent territory when you create its child
territories.
Navigation
Admin > Territory Management > New Territory

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Assign Territories
Both opportunities and accounts can be assigned to territories
based on business rule criteria.
Allows opportunity and account information to be organized
by defined sales territories.
Accounts that meet
this rule criteria are
assigned to the
Western Region
Territory.

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Demonstration
Creating Territories

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Evaluation
Does assigning a record to a territory through assignment rules
have implications for the ownership of that record?

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Automatically Create an Account
or Opportunity Team
The team is created only if the rule is triggered.
The account team is
automatically created.
The account is
assigned to the owner.

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Account Rule Options
Account and opportunity rules have additional options.
Used only for
Account rules
The specified team members are assigned to the account
team or the opportunity team (not to the territory).
Include Team Assignment
(Available for account and opportunity
rules)
The account owner and territory are assigned as the owner
and territory for related opportunities.
Include Related Opportunities
(Available for account rules)
The account owner and territory are assigned as the owner
and territory for related contacts.
Include Related Contacts
(Available for account rules)
Description Rule Option
Used for Account and
Opportunity rules

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Evaluation
If you are on an account team, what do you get? (Choose one.)

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Prepare Rules and
Criteria
Prepare Rules and
Criteria
Set Up Rule
Groups
Set Up Rule
Groups
1
2
Create Rules and
Criteria
Create Rules and
Criteria
3
rule.
rule.
4
Test & Activate
Rules
Test & Activate
Rules
5
Test and Activate Rules
and Teams
and Teams

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Rule Group Activation
Activate new rule groups at the end of the day when new
records are least likely to be created.
The previous rule group remains in effect until the new one
becomes active.
Do not delete the rule groups that you define.
They serve as historical reference of how records were
distributed to people in the past.
Keep them inactive instead of deleting them.
Server Process
A process that will update any new or changed assignment rules is run once daily. The time that
this process runs depends on the hosting facility of your application.

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Test Assignment Rules
Troubleshooting incorrect assignments:
Verify that the rule group is set to active.
Confirm that you waited until the day after the rule group was
set to active before using the assignment rules to assign the
record.
Review rules, correct misspelled words, and ensure that
values match exactly.
Verify that the imported data matches the rule criteria for
imported leads.

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Tips for Success
This preparation facilitates the actual
setup of the rule groups, rules, and
criteria within the application.
Keeping assignment rules simple
prevents you from having to update
them frequently.
Testing allows you to verify that you get
the results you want, without affecting
large numbers of records.
Test your assignment
rule groups on a small
number of records.
Do not make
assignment rules
overly complex.
Compile and
document your
assignment business
rules ahead of time.

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Summary
Use assignment templates to document assignment
requirements
Describe how On Demand evaluates assignment rules in an
assignment rule group
Create assignment rule groups, rules, and rule criteria
Create territories and assign records to territories
Create account and opportunity teams automatically through
assignment rules

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Lab
Complete the assignment template based on information in
business scenarios outlined in the case scenario
Create sales territories
Create assignment rule groups
Add rules and rule criteria in the appropriate order
Activate rule groups
Test assignment rule groups by creating records that should
trigger the rules

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Customizing
the Sales Methodology

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Lesson Objectives
Describe the default sales methodology
Describe how sales stages impact pipeline reports
Define a new sales methodology by creating and editing sales
processes, sales stages, and stage categories
Add content to the Sales Process Coach and create other
sales resources
A consistent sales methodology helps you track your progress
against important milestones in your company sales cycle.
Specific sales stages provide meaningful visibility into your
sales pipeline.
A Sales Process Coach helps sales reps follow winning
practices.

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Sales Methodology
Sales Processes
Structure the sales
methodology into defined
sales stages to monitor the
development of the sales
pipeline.
Sales Stages
Define the steps within the
sales processes that indicate
the progress of each
opportunity.
Sales Categories
Normalize sales stages
across multiple sales
processes so reports and
analyses accurately reflect
the sales pipeline.
Qualify
Stage
Building
Vision Stage
Selected
Stage
Closed/Won
Stage
Closed/Lost
Stage
Equipment
Sales Process
Proposal
Stage
Negotiation
Stage
Closed/Won
Stage
Closed/Lost
Stage
Services
Sales Process
Sales
Category 1
Sales
Category 2
Sales
Category 3
Sales
Category 4
Sales
Category 5
Pipeline
Analysis
Sales Process Structure
The structure of your sales processes needs to reflect how your organization sells its products
and services. Your sales reps might need to follow different sales processes for different types of
opportunities.

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Sales Pipeline
Tracks opportunities through the sales cycle
Converted leads enter
the pipeline as new
opportunities.
4. Close opportunities.
2. Assess and
track opportunities.
3. Forecast revenue and
analyze effectiveness.
1. Capture qualitative
opportunity information.
Opportunity Pipeline
A pipeline analogy is often used to illustrate the process by which an opportunity advances
through the sales cycle.
The opportunity pipeline comprises all of your open opportunities. Opportunities enter the
funnel when they are created individually or converted from a lead.
Siebel CRM On Demand enables you to effectively manage your sales pipeline by advancing an
opportunity through the sales cycle from creation to closure.

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Default Pipeline Sales Stages
Designed with industry-standard best practices
30% Qualified Lead
50% Building Vision
100%
Closed
Won/Lost
80% Selected
70% Short List
90%
Negotiation
Sales reps update the Sales Stage field
to manage and track their sales
progress.
Sales Stages
Every sales process is defined by specific stages. Each sales stage has certain activities and
deliverables, or criteria, that must be achieved before the opportunity is advanced to the next
sales stage.

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Probability Percentage
Is associated with each sales stage
Populates automatically with a default value when a sales
rep selects a sales stage
A sales rep can override the
default probability value.

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Estimating Probabilities
Represents the likelihood that an opportunity in a particular
stage will proceed to Closed/Won
Is based on an analysis of historical sales success, for
example:
Approximately 40% of all opportunities in the Building Vision
stage historically close successfully, therefore the
Administrator sets the probability for this stage at 40%.
~
4
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%
~
6
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Closed/Won
Closed/Lost or
another stage
Opportunities
Sales Stage = Building Vision
Probability = 40%

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Expected Revenue Calculation
Represents the approximate value of all opportunities in
different sales stages
Is a weighted revenue number typically used in forecast and
pipeline analyses and uses:
The opportunity revenue
The probability associated with the opportunitys sales stage
Opportunity
Revenue
X
Probability
Percentage
=
Expected
Revenue
34,000 X
30%
(Qualified Lead Stage)
=
10,200
Expected Revenue
Not all companies will choose to use Expected Revenue as a key metric in forecast and pipeline
analyses. This field can be removed from role layouts if it is not being used.
Expected Revenue is only truly meaningful when evaluating multiple opportunities within a
sales stage, not on an individual opportunity basis.

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Public Chat
Why are sales stages and probabilities important to sales
people?

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Pipeline Analyses
Describe the distribution of opportunities in the various sales
stages
Accurate pipeline analyses depend
on salespeople keeping their
opportunity sales stages current.

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Forecasts
Reflect sales stage information for opportunities
Expected revenue shows weighted
revenue for opportunities based on
individual probability percentages.
Closed revenue shows total
revenue for all opportunities with a
sales stage of Closed/Won.

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Sales Methodology Administration
Edit or create processes, stages, and
categories to reflect your methodology.
Define the Sales
Methodology
Define the Sales
Methodology
Define Additional
Fields
Define Additional
Fields
Create Process
Coach Steps
Create Process
Coach Steps
Create Automated
Tasks
Create Automated
Tasks
Add Useful
Resources
Add Useful
Resources
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4
5
Define additional required fields unique
to a particular sales stage.
Provide steps that must be completed in
the sales stage.
the sales stage.
Associate tasks that are automatically
created during the selected sales stage.
Provide additional related resources
that can be used by the sales rep.

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Define the Sales Methodology
Define the Sales
Methodology
Define the Sales
Methodology
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Defining Your Sales Methodology
You can customize Siebel CRM On Demand to reflect your
companys sales methodology by:
Editing and modifying the default sales stages and Sales
Process Coach
Creating multiple sales processes with sales stages and
categories to reflect the needs of more complex sales
methodologies
Navigation
Admin > Data Rules & Assignment

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Create Sales Categories
Create sales categories if you have multiple sales processes.
Normalizes your sales stages across multiple sales
processes
Navigation
Admin > Data Rules & Assignment > Sales Categories

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Modifying Sales Processes
Add new sales processes, or edit or delete existing sales
processes.
Navigation
Admin > Data Rules & Assignment > Sales Processes

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Demonstration
Modifying Default Sales Stages

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Modifying Sales Stages
Add new sales stages, or edit or delete existing sales stages.
Add a new
sales stage.
Edit or delete
a sales stage.
Note: You cannot delete the Closed/Won or Closed/Lost Stages.
Navigation
Admin > Data Rules & Assignment > Sales Processes > Sales Process Detail page

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Add New Sales Stages
Enter the stage name.
Select the default probability (user can override).
Enter the sequence order of the stage in the sales process.
Enter a description of the tasks required in this stage.
Select the related stage category (for multiple sales
processes).
Changing Probability Picklist Values
When setting up a new sales stage, you need to define an associated probability of successful
closure for opportunities in this stage. By default, the probability % drop-down list contains
values incrementing by 10. If needed, change the available values for this drop-down list in the
Opportunity Fields page under Application Customization.

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Linking Processes to Opportunity Types
Add or remove opportunity types related to the sales process.
Select the
opportunity
types.
Navigation
Admin > Data Rules & Assignment > Sales Processes > Sales Process Detail page.
Opportunity Types
Linking an opportunity type to the sales process causes the application to display the sales
process appropriate for that opportunity type.
Create opportunity types on the Opportunities Field Setup page.
Overwriting
When you select an Opportunity Type on an opportunity record, the linked sales process
displays even if a different sales process was already associated to it.

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Linking Processes to Sales Roles
Select a default sales process for the different sales roles when
setting up or editing user roles.
Select a sales
process for sales
user roles.
Navigation
Admin > User, Group & Role Management > Role Management
Default Sales Process
When a role has an associated default sales process, users with that role will see that process
displayed when they create new opportunities. This default process is retained even if someone
else edits the record later.
Opportunity Type Wins
If a user with a default sales process selects an Opportunity Type for a record that is linked to a
sales process, the Opportunity Type sales process will overwrite any default process associated
to the user role.

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Define Additional Fields
Define the Sales
Methodology
Define the Sales
Methodology
Define Additional
Fields
Define Additional
Fields
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Additional Required Fields
Define opportunity fields that are required for a given sales
stage.
Click New to select a required field from the list of available
fields.
Enter a default value for the field, if desired.
Identify required fields
and their default values.
Navigation
Admin > Data Rules & Assignment > Sales Processes > Sales Process Detail page > Sales Stage

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Example: Sales Stage Required Fields
When Qualified Lead is selected as the sales stage:
Next Step becomes required.
The default field value is automatically entered only if there
is no existing value in the field.
Default value is
automatically
entered if the
field is blank.
Navigation

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Create Sales Process Coach Steps
Define Additional
Fields
Define Additional
Fields
Create Process
Coach Steps
Create Process
Coach Steps
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the sales stage.
the sales stage.
Define the Sales
Methodology
Define the Sales
Methodology

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Sales Rep: Sales Process Coach
The Sales Process Coach guides sales representatives through
each stage in every sales process.
Click the Coach button to
open the Process Coach.

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Administration: Process Coach Steps
Set up detailed step information for each sales stage.
Document the expectations and best practices for this stage.
Describe milestones
and activities that
need to be completed
while in this stage.
Navigation

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Demonstration
Setting Up a New Sales Stage and Associated Sales Process
Coach Information

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Create Automated Tasks
Create Process
Coach Steps
Create Process
Coach Steps
Create Automated
Tasks
Create Automated
Tasks
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the sales stage.
the sales stage.
Define Additional
Fields
Define Additional
Fields
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Define the Sales
Methodology
Define the Sales
Methodology

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Sales Rep: Automated Tasks
Sales stage can trigger automatically created task records that
are assigned to specific owners; these:
Are automatically created when the sales stage is selected
on an opportunity record
Are automatically linked to the opportunity record
Include a priority and due date
Navigation

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Administration: Automated Tasks
Enter task details.
Use the Owner drop-down list to assign the task to a specific
employee.
Enter the number of days after the task is created that it is
due.
Select an owner based on
the relationship to the
opportunity or account.
Automated Task Tip
If you have a lot of opportunities to import to set up your application, consider completing that
import before you set up automated tasks. Otherwise, your import might generate a lot of
unwanted tasks (for each imported opportunity record).

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Add Useful Related Resources
Add Useful
Resources
Add Useful
Resources
5
Create Process
Coach Steps
Create Process
Coach Steps
Create Automated
Tasks
Create Automated
Tasks
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the sales stage.
the sales stage.
Define Additional
Fields
Define Additional
Fields
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Define the Sales
Methodology
Define the Sales
Methodology

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Adding Useful Resources
Give sales reps access to stage-specific resources
Attach a specific file or add a URL that points to needed
resources.
Navigation

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Create Assessments Scripts
Set up assessment scripts to help sales reps follow consistent
sales processes and gather information when:
Qualifying leads
Working opportunities
Answers are scored, weighted, and
compared to a threshold to determine
the appropriate outcome or action.
Navigation
Admin > Content Management > Assessment Scripts
Lead Qualification Assessment Script
Use to help sales reps identify qualified leads. Reduces the need for training and enforces
consistent lead qualification.
Opportunity Assessment Script
Use to embed sales methodologies and help sales reps assess opportunities so that they can
adjust their sales strategies as they work deals.
More Information
View the Setting Up Assessment Scripts Webinar for more information about how to set up and
use assessment scripts.

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Tips for Success
Creates consistency in how each sales
person pursues deals by making it
easier for each salesperson to adhere to
company sales processes
Gives sales reps insight into where they
need to focus their sales efforts
Gives sales management an accurate
snapshot of the sales pipeline at any
time
Provides a more accurate estimate of
the value of opportunities in your sales
pipeline at any point in time
Continue to tune sales
stage probabilities
based on ongoing
sales analyses.
Have sales reps
actively update Sales
Stage, Close Date,
and Revenue fields.
Encourage sales
managers to provide
thorough and detailed
Sales Coach
information.

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Summary
Describe the default sales methodology
Describe how sales stages impact pipeline reports
Define a new sales methodology by creating and editing
sales processes, sales stages, and stage categories
Add content to the Sales Process Coach and create other
sales resources

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Labs
In these labs you will:
Review the default sales process
Add new sales stages
Edit existing sales stages
Review the impact of sales stages in opportunity records
Create a required field for a specific sales stage
Create Sales Process Coach steps

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Workflow

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Lesson Objectives
Describe Workflow and explain how it is used
Define simple workflow rules
Workflow automation can be used to send emails, create
follow-up tasks, and update information. This automation
increases efficiency and adherence to business policies.

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Workflow
Create
Workflow
Actions
Create
Workflow
Actions
Create and order the actions
that the workflow will execute.
Gather business requirements.
Identify workflow solutions.
Identify the record type.
Identify the triggering event.
Set the workflow condition.
1
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3
Create
Workflow
Rule
Create
Workflow
Rule
Prepare
Prepare
Test
Workflow
Test
Workflow
Sign out and back in to update.
Verify that the workflow is
behaving as expected.
4

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Workflow
1 Prepare
Prepare

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What Is Workflow?
Workflow is:
A set of automated actions that are performed when certain
conditions are met
A process that helps companies consistently manage certain
work actions
Siebel CRM On Demand allows you to use workflow rules to
automatically:
Send email notifications
Create tasks
Update records
Assign records to books of business
Create an integration event
A workflow has three parts: Rules, Triggers, and Actions.
Non-Standard Feature
Workflow is not available for standard CRM On Demand accounts. Therefore, this feature might
not be available for your company. To learn more about how to have this feature enabled for
your company, contact your company administrator or On Demand Customer Care.

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Workflow Parts
Workflow rules are instructions to the system to perform one
or more actions each time a specified event (trigger) occurs.
Triggers are specific events that are used to initiate workflow
rules.
Available triggers include:
When a new record is saved
When a modified record is saved
When a record is deleted
Before a modified record is saved
Actions are the actual events that Workflow performs.

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Workflow Actions
Each trigger has specific actions that Workflow can take.
Update Values Before Modified Record Saved
Create Email Notification
Create Task
Create Integration Event **
Record Deleted
Create Task
Assign a Book *
Modified Record Saved
Create Task
Assign a Book *
New Record Saved
Available Actions Trigger
* Book Management must be enabled for your company to use the Assign a Book action.
** Integration Events must be enabled for your company to use the Create Integration Event action.
Create Integration Event
This action is only available for companies that have had Integration Events enabled. It is used
to create an event that integrates data with another application outside of CRM On Demand.
Creating integration events is an advanced topic and is not covered in this course.

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Siebel Query Language
Workflow actions use expressions written in the Siebel
Query Language.
When creating workflow rule actions:
You will use the Siebel Query Language Expression Builder
to select record fields and to define expressions to calculate
variables.
You can merge the record fields and variables into the:
Subject and Message body text of an email
Subject and Description text of a task
New value for a field that is to be updated
Use the available online help for additional information on
the Siebel Query Language.
Custom Fields in Workflows
If the company administrator has renamed fields, the drop-down list of fields that you see in the
Expression Builder window shows the new names. However, the expression syntax shows the
original field names.
For custom fields, the integration tag names are used in the expression syntax. The syntax is:
[CustomTagName_ITAG] and FieldValue('CustomTagName_ITAG')
Integration tags can be renamed. Navigate to Admin > Application Customization > Record
Type > Record Type Field Setup > Rename Fields > Advanced.

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Public Chat
What types of things might you want to automate in On
Demand?

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Workflow
1
2
Create
Workflow
Rule
Create
Workflow
Rule
Prepare
Prepare

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Create Workflow Rule
Create the workflow rule to
specify the record type,
trigger, and rule condition.
Navigate to: Admin >
Administer Workflow Rules.
Click the Active check box to make the rule active.
Before You Can Use Workflow
Workflow functionality in Siebel CRM On Demand must be set up for your company. To
perform the procedures described in this lesson, you must have the Manage Data Rules -
Manage Workflow Rules privilege in your user role.

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Supported Record Types
Nearly all record types are available
in Workflow.
Each workflow rule relates to one
record type only.
The rule is evaluated for that type
of record and the actions are performed
on that type of record.
After a rule is created, you cannot
change the record type on the rule.
Note: Some record
types shown here are
only available in the
CRM On Demand
Industry Editions.

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Triggering Workflow Events
A trigger event is the event that triggers the rule.
When this event occurs on a record of the specified type, the
rule is evaluated.
After a rule is created, you cannot change the trigger event
on the rule.
The Active check box must also
be checked for the rule to run.

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Workflow Condition
A workflow condition is optional and is the only part of the
rule that can be changed after the rule is saved.
To define conditions on the workflow rule:
Click the fx icon in the Workflow Rule Condition section of the
Workflow Rule Detail page, and use the Siebel Query
Language Expression Builder to define the condition.
Rules with No Conditions
If you do not define any conditions for the workflow rule, the actions on the rule will be
performed for all records of the designated type when the triggering event occurs.

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Demonstration
Creating a Workflow Rule

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Workflow
Create
Workflow
Actions
Create
Workflow
Actions
1
2
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Create
Workflow
Rule
Create
Workflow
Rule
Prepare
Prepare

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Create Workflow Actions
After creating you workflow rule, you can add one or more
actions to the workflow.
Click the Menu button on the Actions title bar to select an
action.
Available actions are based on:
The selected trigger event for the rule
The features enabled for your company
Navigation
Admin > Administer Workflow Rules > Workflow Rule

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Create Email Notification Action
Email notifications can be sent to:
A type of recipient (based on
relationship to record)
A specific user
Any valid email address
The subject line and message
body can be entered in plain text or
can contain information from the
record using an expression.
If you are entering only plain text, you do not need to use the
Expression Builder.
Use the Check Syntax button in the Expression Builder window to
verify your expressions.
Click the Active check box.
Adding Field References
Use the Expression Builder to insert field references into the email message or subject line
(for example, to include the last name of a contact in the email message). To insert field
references:
1. Type the message text.
2. Position your cursor exactly where you want the field value to appear (for example, the
contact last name).
3. Click the fx icon to open Expression Builder.
4. Select the field name from the Fields drop-down list.
5. Click Save.
The correct field reference syntax is inserted in the message.

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New Task Action
New tasks can be assigned
to an owner based on:
A relationship to a record
A specific user
The subject and description
can be plain text entered
in the subject field, or can
contain information from the record using an expression.
If you are entering only plain text, you do not need to use
Expression Builder.
Use the Check Syntax button in the Expression Builder
window to verify your expressions.
Due Date
Specify the due date by entering a numeric value. The due date is calculated by adding this value
to the date that the task is created.
Adding Field References
Use the Expression Builder to insert field references into the task subject or description fields,
for example, to include the service request number in the subject field. To insert field references:
1. Type the message text.
2. Position your cursor exactly where you want the field value to appear (for example, the
service request number).
3. Click the fx icon to open Expression Builder.
4. Select the field name from the Fields drop-down list.
5. Click Save.
The correct field reference syntax is inserted into the message.

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Assign Book Action
Select the book that you want to assign and specify the
Assignment and Apply To options.
When removing or replacing books, Apply To determines the
records to which the specified assignment option will apply.
Manual Association affects records that are manually added to
books.
Automatic Association
affects records that are
automatically added
to books.
Apply To is ignored when the
selected assignment option
is Add.
Assignment Options
Each of the assignment options is described at the bottom of the Workflow Action Edit page.

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Update Values Action
Select the name of the field that is to be updated.
Use Expression Builder to define a new value for the field.
Online Help has some examples of expressions and details
about building expressions.
Select the Overwrite Existing Values check box to overwrite
an existing value in the field with the new value.
If the field already contains a value, the value is not be
updated unless this check box is selected.
If the field is blank, the field is updated with the new value,
even if this check box
is not selected.
Click the Active
check box.
Calculated Field Values
If you define an expression that calculates the new value for a field in your workflow action, the
field value is calculated each time the workflow rule is triggered, even if the record has not
changed.
An example of an expression to calculate a value for a custom Opportunity Margin field is:
[OpportunityMargin] = [<OpportunityRevenue>]-[<OpportunityCost>]

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Reordering Actions
Workflow rules can have more than one action.
Actions are run in the order specified in the rule.
You can reorder actions, if needed:
Open the detail page for the rule.
Click the Edit Order button on the Actions title bar.
Use the directional arrows to change the order of the actions.
Click Save.

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Demonstration
Creating a Workflow Action

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Workflow
Create
Workflow
Actions
Create
Workflow
Actions
1
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Create
Workflow
Rule
Create
Workflow
Rule
Prepare
Prepare
Test
Workflow
Test
Workflow
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Testing the Workflow
Perform a task in On Demand that triggers your workflow to
verify that the proper actions are executed.
Make sure that the workflow rule and actions are marked as
Active.
A workflow will begin running only after you have signed out
and back in to reset the cache.

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Demonstration
Testing the Workflow

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Tips for Success
Automated actions add efficiency to your
business process.
Update values actions can be used to help
users consistently follow data requirements.
Use the Check Syntax button in the
Expression Builder window to avoid rework
due to incorrect syntax.
Refer to the Siebel Query Language
documentation in Help for more
information on writing expressions.
Sign out and back in again and then test
your workflow to ensure that they work as
planned.
Reorder workflow actions, if necessary.
Test your
workflows.
Test your
expression syntax.
Use Workflow to
automate tasks or
update fields.

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

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Lab
Create workflow rules
Add actions to workflow rules
Test a workflow rule

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Introduction to
Reports and Analyses

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Lesson Objectives
Explain how to review the reports and analyses
Control access to reports by using role privileges and report
folders
Identify which settings control visibility to records in reports
Explain the difference between the three analytics visibility
settings
Add new analyses to homepage layouts
You need to know about visibility to records in reports so that
you can set up your users for success.
Because not all reports should be seen by all users, knowing
how to control access to reports is important.

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Reports
and
Analyses
Reports
and
Analyses
2
Controlling
Access
Controlling
Access
Set report privileges.
Hide prebuilt reports.
Restrict access to report folders.
The power of analytics
Available prebuilt reports
Siebel CRM On Demand Answers
3
Visibility
Options
Visibility
Options
Creating a New Analysis
4
Homepage
Analyses
Homepage
Analyses
Specify custom report properties and
path.
Add custom report to a homepage layout.
path.
Know what affects which records that
users see in reports.
Set analytics visibility for reporting and
historical subject areas.

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Reports
and
Analyses
Reports
and
Analyses

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Public Chat
What kinds of reports does your company use to make
business decisions?

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Business Challenge
Companies often spend
significant amounts of time and
money collecting data about their
sales and service operations.
But then have no way to use
the data to proactively evaluate
their businesses.

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With Siebel CRM On Demand you have:
Business Solution
Embedded
analytics available
to everyone
Put analytics directly into the hands of all
users.
Empower everyone to be critical thinkers
in their areas.
Interactive analyses
that present current
data
Use interactive reports and analyses to
see different perspectives.
Take action quickly on current information.
A tool for creating
ad hoc analyses
Quickly create analyses to answer your
specific questions.
Customize the layout to help you focus on
key business problems.
Save and publish your new analyses.

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Homepage Analyses
Select analyses are available on the homepages.
Keeps important metrics in view to help users make good
decisions.
Can be customized for your users.

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Prebuilt Analysis Library
Available reports are listed on the Reports Homepage, and:
Use commonly reported business areas and metrics
Can be copied and modified by users with the right privileges
Just a partial list
of available
reports
Record Display Limit
When you access a report, only the first 10,000 records will appear on the page. To view the
full list of records, click the Download link at the bottom of the report. Then choose a format
in which to download the report.

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Dashboards
Dashboards are sub-sets of reports grouped into business
areas.
Users cannot modify the prebuilt dashboards.
Users can create custom dashboards and filters.
Select the
focused business
area to view.
Dashboard
Click the Dashboard tab to open the Dashboard page, and select the dashboard from the drop-
down list. The dashboard list includes the prebuilt business areas first and then the custom
dashboards you or others at your company created.
Webinar
To learn how to create custom dashboards, take the Custom Dashboards Webinar. Webinars
are available from the Training and Support Center, accessed through the Training and
Support global link.

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Demonstration
Prebuilt Reports and Dashboards

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Use Siebel CRM On Demand Answers to create custom
reports and analyses.
Create new reports or copy and modify prebuilt reports.
Use the reports one time or save them for later use.
Keep the reports for your eyes only or publish them for
others to use.
Design Analyses
You have access to the Design Analyses link on the Reports Homepage only if you have a role
that includes the Manage Custom Reports or the Manage Personal Reports privilege.
Creating reports using Siebel CRM On Demand Answers is not covered in this course. To
learn about how to create simple reports, take the Building Your Own Reports Webinar series.
To learn how to create more complex reports, take the Advanced Analytics Workshop.
Information about both of these training courses is available on the Training and Support
Center, accessed via the Training and Support global link.

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Reports
and
Analyses
Reports
and
Analyses
2
Controlling
Access
Controlling
Access

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Report Access and Visibility to Records
Access to reports and visibility to records in reports is controlled
by several mechanisms:
Privileges assigned in user roles
Company shared folder role associations
Analytics Visibility settings in the company and user profiles
Book of business selected in the Look In Selector
User Delegation and the user selected in the Look In
Selector

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Set Report Privileges
Set report privileges in the appropriate user roles to allow users
to:
Create custom reports
Manage Personal Reports privilege
Manage Custom Reports privilege
Analytics Scripting privilege
Access prebuilt reports and report pages
Access Analytics Reports privilege
Access Analytics Reports View Prebuilt Analyses privilege
Access Analytics Dashboards privilege
Navigation
Admin > User Management & Access Control > Role Management > Edit link for the
appropriate role

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Set Report Privileges
Access all report data.
Access All Data in Analytics privilege
Create custom dashboards.
Manage Custom Reports privilege
Manage Dashboards privilege
Navigation
Admin > User Management & Access Control > Role Management > Edit link for the
appropriate role
Note: To learn about how to create custom dashboard, take the Custom Dashboards Webinar.
Information about training courses is available on the Training and Support Center, accessed
via the Training and Support global link.

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Hiding Prebuilt Reports
Prebuilt reports can be hidden (configurable by user role).
If View Prebuilt Analyses privilege is:
Checked: All prebuilt reports displayed
Unchecked: No prebuilt reports displayed
Impacts report links displayed on Reports Homepage only
Does not impact reports displayed on:
Dashboards Homepage
Any other homepage except Reports Homepage
Specific prebuilt reports can be exposed to specific roles.
Open the prebuilt report in Answers and save it in a Company
Wide Shared folder.
Give folder access to specific roles.

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Demonstration
Copying Prebuilt Reports into Folders, and Creating Folders

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Saving Prebuilt Reports in Folders
Open Siebel CRM On Demand Answers.
Reports Homepage > Design Analysis link

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Open a prebuilt report.
Open Analysis > Shared
Folders > Pre-built
Analysis folder.
Select the report.
Click OK.

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Save the prebuilt report in a Company Wide Shared Folder.
Expand the folder.
Click OK.

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Creating Report Folders in Answers
Create new folders on the Manage Analyses page.
Use folders as sub-folders to organize your reports.
Use folders to rename or move or delete custom reports or
report folders.
Navigation
There is a Manage Analysis link at the top of every Siebel CRM On Demand Answers page.

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Create New Folders
Create sub-folders to organize reports or restrict access.
Enter name and description.
Click the Create New Folder link.

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Restrict Access to Folders
Restrict report folder access to users with specific roles.
Shared folders are available to all users by default.
Add roles to a folder to restrict access to only the users who
have those roles.
Navigation
Admin > Content Management > Shared Custom Analyses > Folder Name
This page is found not in Answers but in the Siebel CRM On Demand application.
Role Exceptions
There are two exceptions to keep in mind when restricting access to report folders. Users with
either of these privileges always have access to all report folders, even if the folder is
restricted:
Access All Data in Analytics
Manage Custom Reports

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Demonstration
Restricting Access to Shared Report Folders

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Access the Saved Analysis
To access an analysis saved in the Company Wide Shared
Folder folder:
Return to the Reports Homepage.
Click the Shared Custom Analyses link.

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1
Reports
and
Analyses
Reports
and
Analyses
2
Controlling
Access
Controlling
Access
Give access to report folders.
3
Visibility
Options
Visibility
Options
historical (analytic) subject areas.
historical (analytic) subject areas.

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Visibility to Records in Reports and Analyses
The records and data that users see in reports and analyses
are affected by:
Access All Data in Analytics
privilege
Manager hierarchy
Analytics Visibility settings
Book of business or user
selected in the Look In
Selector

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The Access All Data in Analytics privilege gives access to all
records in reports, regardless of any other settings.
Exceptions are reports that have specific manager (Reports To)
filters.
Users without the Access All Data in Analytics privilege have
access to records based on:
Manager hierarchy (Reports To field)for reports with specific
manager filters
Analytics Visibility settings (next slide)
Analytics Visibility Settings
Manager Visibility: Allows you to see your own data and all the data that is directly owned
by your subordinate(s), including records marked private
Team Visibility: Allows you to see your own data and all the data that has been shared with
you via account and opportunity teams and through group assignment
Full Visibility: Combines Manager and Team Visibility. This option is only available for
historical reports.

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Users without the Access All Data in Analytics privilege
have access to records based on: Continued
Analytics Visibility settings:
Specified in the company or user profile
Manager Visibility
Team Visibility
Full Visibility (only available for historical reports)
Set individually for historical and reporting subject areas
Data in Historical (also called Analytic) subject areas is refreshed once
daily.
Data in Reporting subject areas is refreshed every time you run the
report.
Analytics Visibility Settings
Manager Visibility: Allows you to see your own data and all the data that is directly owned
by your subordinate(s), including records marked private
Team Visibility: Allows you to see your own data and all the data that has been shared with
you via account and opportunity teams and through group assignment
Full Visibility: Combines Manager and Team Visibility. This option is only available for
historical reports.

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Book of business selected from the Look In Selector
You can restrict the data in historical reports to that contained
in a book and its sub-books, if it has any.
Only in effect if:
Book of Business is enabled and set up for the company
User is assigned to one or more books of business
User has the Full Visibility analytics setting for historical subject
areas
You can set a default book for each user on their user profiles
The Default Analytics Look In Setting field

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User selected from the Look In Selector
Managers can restrict the data to that owned by their
subordinates.
Delegated users can view the report with data for users that
added them to their Delegated User list.
The delegated user no longer sees his or her own data in the
report, but instead sees the data of the selected user.
The Analytics Visibility setting is still in effect.
Look In Selector
for the report
Analytics Visibility Example
If Ryan added you to his delegated user list, and his Analytics Visibility setting is Manager
Visibility, you will not necessarily see the same data in the report that Ryan sees unless
Manager Visibility is also your setting.

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Demonstration
Analytics Visibility Settings and Default Analytics Look In
Setting

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1
Reports
and
Analyses
Reports
and
Analyses
2
Controlling
Access
Controlling
Access
3
Visibility
Options
Visibility
Options
4
Homepage
Analyses
Homepage
Analyses
location.
location.

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Homepage Analyses
You can replace any homepage analysis with another prebuilt
or custom report.
Non-Standard Feature
The ability to replace homepage analytics with other prebuilt or custom reports is not available
for standard CRM On Demand accounts. Therefore, this feature might not be available for
your company. To learn more about how to have this feature enabled for your company,
contact On Demand Customer Care.

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Locate the Report Path
Locate and copy the entire
report path.
Open the report in
Answers.
Copy the entire path in
the Item field.
Copy the report
path.

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Report Properties and Location
Specify the report properties and location to make it available
for a specific homepage.
Type a name for the report.
Enter the full folder path location and report name.
Set the height and width to single (one quadrant of the page)
or double (two quadrants of the page).
Navigation
Admin > Application Customization > Opportunity > Opportunity Homepage Custom Report
> New Homepage Report
Privilege
You must have a role with the Manage Homepage Customization privilege to perform this
task.

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Add Homepage Analysis to Layout
Add the new analysis to a homepage layout.
Place single-wide analyses on either side of the page.
Place double-wide analyses on the left side of the page.
Navigation
Admin > Application Customization > Opportunity > Opportunity Homepage Layout > click
the New Layout button or Edit an existing layout

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Demonstration
Add New Homepage Analysis

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Gives users the ability to create their own
ad hoc reports to gain important business
insight
Allows you to organize reports so that
users can easily find what they need
Allows you to restrict access to reports,
when needed
Gives users the ability to view historical
report data from a selected book
Use the Full Visibility
analytics setting if
you use books of
business.
Create report folders
for custom or prebuilt
reports.
Add Manage Personal
Reports privilege to
roles.
Tips for Success

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Summary
Explain how to review the reports and analyses available in
Siebel CRM On Demand
Control access to reports by using role privileges and report
folders
Identify which settings control visibility to records in reports
Explain the difference between the three analytics visibility
settings
Add new analyses to homepage layouts

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Lab
Set Analytics Visibility settings for a user
Restrict access to report folders to selected roles
Add a new homepage report to the Opportunity Homepage

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Integration Solutions Overview

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Lesson Objectives
Explain the business need for application integration
Describe Siebel CRM On Demand integration applications
Describe when you would use each integration application
Being familiar with the integration applications allows you to
select the tool that satisfies your integration requirements.

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Need for Application Integration
Companies are increasingly
challenged to unify customer
information across:
Multiple applications
Dispersed business units
Corporate boundaries
Companies often have:
Multiple applications for
collecting, storing, and
retrieving customer-related
information
Multiple employees working
outside the office or traveling
frequently

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User Requirements
Users want to:
Access their business data
quickly from any application
Avoid entering data in multiple
applications
Avoid entering data multiple
times

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Public Chat
Which integration issues do you foresee for your company?

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On Demand Integration Solutions
Siebel Email Integration On Demand
Siebel Offline On Demand
Siebel Web Services On Demand
Siebel PIM Sync On Demand
Oracle E-Business Connector
The Siebel CRM On Demand Integration Pack for Oracle E-Business Suite is also available for
companies using Oracle E-Business Suite. It is a prebuilt, seamless integration for Siebel CRM
On Demand that enables synchronous sharing of business data between the two systems.
For more information on the Siebel CRM On Demand Integration Pack for Oracle E-Business
Suite, call +1.866.906.7878 or visit www.oracle.com/crmondemand.

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Allows you to regularly synchronize records between Siebel
CRM On Demand and other personal information manager
(PIM) applications:
Microsoft Outlook
Palm
Lotus Notes
Installation
To install Siebel PIM Sync On Demand, click MySetup > Data & Integration Tools > Siebel
PIM Sync On Demand. (This information might be different if your company has chosen to
provide an alternate PIM Sync download URL on your Company Profile page.)
Reference
For more information on Siebel PIM Sync On Demand, please attend either the Quick Sync
The-10 Minute Overview or the Synchronizing Siebel CRM On Demand Webinars. Both are
available from the Training and Support Center > Find Training link.

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Siebel PIM Sync Example (Outlook)
Siebel CRM On Demand Microsoft Outlook
Contacts
Appointments
Tasks
Synchronization
Synchronization is an exchange of information between two applications. With Siebel PIM Sync
On Demand, you can synchronize appointments, contacts, and tasks between Siebel CRM On
Demand and Microsoft Outlook, Palm devices, or Lotus Notes.

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Benefits:
Ensures data consistency between applications
Overcomes the need for entering data separately in each
application
Eliminates the problem of information being available in one
application but not the other
Installation
To install Siebel PIM Sync On Demand, click MySetup > Data & Integration Tools > Siebel
PIM Sync On Demand. (This information might be different if your company has chosen to
provide an alternate PIM Sync download URL on your Company Profile page.)
Reference
For more information on Siebel PIM Sync On Demand, please attend either the Quick Sync -
The 10 Minute Overview or the Synchronizing Siebel CRM On Demand Webinars. Both are
available from the Training and Support Center > Find Training link

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Account Associations for Contacts
When contacts are synchronized, they are associated with the
appropriate accounts in Siebel CRM On Demand.
Association is based on the account name that appears in the
Company field of the PIM record.
Two PIM settings are available on the Company Profile page and
apply to all PIM Sync users.
Disable PIM Sync Extended Account Association. When this is
selected:
A synchronized contact is associated with a CRM On Demand
account only when the name exactly matches the company name
field on the PIM contact record.
If no exact match for an account is found, the system
automatically creates a new CRM On Demand account.
Disable PIM Sync Account Association. When this is selected:
Synchronized contacts will not be associated with CRM On
Demand accounts.
Select this option to prevent automatically creating new accounts
using PIM synchronization.
Text in the PIM company field is put in the PIM Company Name
field on the CRM On Demand contact record.
To Configure the Company Settings
Navigate to Admin > Company Administration > Company Profile
Modify the settings in the Company Security Settings section.

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Demonstration
PIM Sync

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PIM Sync Installation Considerations
Can I install and use PIM Sync?
Any user having a role with the PIM Sync privilege can install
and use PIM Sync.
The privilege is assigned through user roles.
Do I need Administrator rights?
Users must have Administrator rights on their computers in
order to install PIM Sync.
Once installed, PIM Sync does not require the user to have
Administrator rights.
Where do I go to check my user rights?
Navigate to Start > Settings > Control Panel > User Accounts.
Select the user name and click the Properties button.

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Siebel Email Integration On Demand
Attach email sent and received by Microsoft Outlook or Lotus
Notes to records in Siebel CRM On Demand
Stores critical email
in CRM On Demand
Creates a history of all
your customer-related
interactions
Installation
To install Siebel Outlook Email Integration On Demand, click MySetup > Data & Integration
Tools > Siebel Outlook Email Integration On Demand.
To install Lotus Notes Email On Demand:
1. Click the Training and Support link.
2. Click the Application Downloads link
3. Scroll down to the Lotus Notes Email On Demand section.
4. Download the Lotus Notes Email On Demand setup files.
5. View and download the Lotus Notes Email On Demand documentation.

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Demonstration
Outlook Email Integration (OEI)

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Email Integration: Attach Email
When you add already received or outgoing email to Siebel
CRM On Demand, you can:
Add the email as a Task record linked to Account, Contact,
Lead, Opportunity, or Service Request records
Add email attachments to the new Task record in On
Demand
Add the email recipients as Contacts or Leads
Create additional tasks or appointments stemming from the
email in Siebel CRM On Demand
Update Siebel CRM On Demand records directly from the
email integration window, including new email addresses
Search Siebel CRM On Demand to find related records

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Attaching Email to Records
To attach email to Siebel CRM On Demand records:
Select an existing email message, and then click the Add to
Siebel On Demand button in the email application toolbar,
or
Click the Send & Add to Siebel On Demand button in the
Message window toolbar when sending a new email
message.

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OEI Installation Considerations
Before you install Siebel Outlook Email Integration, make
sure that:
Your computer meets the system requirements shown in the
System Requirements section in Siebel CRM On Demand.
Microsoft Word is not selected as your email editor.
Click Tools in the Outlook menu bar and select Options.
Under the Mail Format tab, clear the check box for the Use
Microsoft Word to edit email messages field.
Microsoft Outlook is not open.
Before you install Lotus Notes Email On Demand, your Lotus
Notes administrator must prepare it to integrate with Siebel
CRM On Demand.
Instructions are available in the Lotus Notes Email On
Demand documentation.

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Siebel Offline On Demand
Allows you to work with up to 250 accounts, 750 contacts, or
750 opportunities and their related records while disconnected
from the Internet.
Note: When you work offline, the On Demand icon on
your taskbar is an Excel worksheet icon.
Installation
To install Siebel Offline On Demand, click MySetup > Data & Integration Tools > Siebel
Offline On Demand.

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Records That You Can Use Offline (Download/Upload)
Accounts
Contacts
Opportunities
Tasks &
Appointments
Accounts
Contacts
Open Activities: Due date is within six months into the future.
Completed Activities: Due date is within two months into the past.
Opportunities
Accounts
Opportunities
Related Contacts (generally for Industry Editions)
Contacts
Opportunities
Contacts
Accounts
Includes this linked information when downloading or
uploading
Record type
Downloading Records to Offline
When downloading records for use in Offline On Demand, you must select either Accounts,
Contacts, or Opportunities to be the primary record type. Then you select one of your Account,
Contact, or Opportunity lists, which determines which records are downloaded. No matter what
list is selected, records that are related to the accounts, contacts, or opportunities are also
downloaded.
Create a list in On Demand to limit the number of the accounts, contacts, or opportunities to
download.

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Demonstration
Offline On Demand

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Offline Installation Considerations
Before you install Siebel Offline On Demand:
Note that any users with roles having the Offline Sync
privilege can install and use Siebel Offline On Demand.
All default roles include the Offline Sync privilege.
Make sure that your computer meets the system
requirements shown in the System Requirements section.
Additional requirements: Excel 2000 or higher

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Evaluation #1
Which integration solution would you use if you needed access
to opportunity information while traveling on the road without
Internet access?

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Evaluation #2
Which integration solution would you choose if you wanted to
attach an outbound Outlook email message to a contact record
in On Demand?

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Evaluation #3
Which integration solution would you use to synchronize you
calendar appointments between Siebel CRM On Demand and
Microsoft Outlook?

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Siebel Web Services On Demand
A programming interface that allows you to create custom
integrations with other applications
Use a standard set of APIs to programmatically access the
Siebel CRM On Demand application
XML/SOAP compliant
Functions supported are:
Insert
Delete
Update
InsertOrUpdate
QueryPage
Use any industry standard development tool to integrate
with Web Services On Demand, such as IBM WebSphere,
Microsoft .NET, or BEA WebLogic
XML
XML is an acronym for Extensible Markup Language. XML is a programming language that
enables designers to create customized tags, enabling the definition, transmission, validation,
and interpretation of data between applications and organizations.
SOAP
SOAP is an acronym for Simple Object Access Protocol. SOAP allows programs running in one
kind of operating system to communicate with a program in the same or another kind of
operating system by using Hypertext Transfer Protocol and XML as the mechanisms for
information exchange.
API
API is an acronym for application program interface. An API is a set of software functions used
by an application program for providing access to a systems capabilities.

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Siebel Web Services Architecture
Internet
Siebel CRM On
Demand
Other Applications
Enterprise
Application
Integration
Middleware
Web
Services
APIs
Query
Update
Create
Delete
Custom
Application
Desktop
Application
Using Web Services with Siebel CRM On Demand
Web services are used to integrate data from Siebel CRM On Demand with other applications.
The Web services are programmatic interfaces and are independent of platform and operating
system.

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Siebel Web Services Benefits
Benefits of Siebel Web Services On Demand:
Create custom integrations with existing systems such as
financial, order management, or e-commerce applications
Reduced cost and complexity of application integration
Unified view of data across the business
Applications communicate with each other through open
standards over an Internet protocol backbone.

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Siebel Web Services Examples
Scenario 1: Web Lead Capture
A company has a Web page where people can enter an email
address and name to request more product information.
Sample Solution 1
The company Web page is modified to use Web Services On
Demand to automatically enter the information into a lead
record in Siebel CRM On Demand.
Scenario 2: Application Integration
A company has an application that handles its complex order
entry process and wants to insert customer shipping
information from Siebel CRM On Demand into the orders.

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Siebel Web Services Examples
Sample Solution 2
The companys order application uses Web Services On
Demand to retrieve the address and phone number data from
Siebel CRM On Demand.

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Siebel Web Services Considerations
How do you access Web Services On Demand?
Contact Customer Care to have them enabled for your
company.
What will your developer need to start?
A developer account
Created for you by Customer Care at no extra charge
Integration applications should be developed and tested in the
developer environment before moving it to the production system.
WSDL files - Downloaded from the application on the Web
Services Administration page
Web Services On Demand Guide Downloaded from the
application on the Web Services Administration page
Reference
For more information about Web Services On Demand, please contact Customer Care.

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Demonstration
Web Services

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Public Chat
What are other integration needs that might be met through On
Demand Web services?
Send a chat to answer the question.

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Summary
Explain the business need for application integration
Describe Siebel CRM On Demand integration applications
Describe when you would use each integration application

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Ongoing Administration

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Lesson Objectives
List the tasks required for supporting your users
Identify when it is necessary to update forecast settings
Manage records and ensure data quality
Manage attachments and export records
Keeping user and company settings up-to-date is important so
that the application remains effective for all users.
Monitoring and managing attachments gives you the
information you need for maximizing your available storage
space.
Your company might want to keep a backup of records or
export data for another purpose.

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Public Chat
What do you think would constitute ongoing maintenance
activities in On Demand?

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Ongoing Tasks and Maintenance
Some administration tasks are performed on an ongoing or as-
needed basis:
Maintaining product lists and information
Revising automatic assignment rules when changes occur
Importing data
Creating and updating company alerts

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Tasks That Might Impact Other Areas
Some tasks have implications for you to consider:
Creating user profiles
Updating user details
Reassigning records
Creating new or updating roles
Updating forecasts
Activating new features
Managing records and data quality
Managing attachments
Exporting records

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Creating New User Profiles
Check user license information listed in the Company Profile.
Available licenses can be determined by subtracting active
users from the total licensed users.
Additional licenses can be purchased.
Contact your Siebel CRM On Demand sales representative.
Select the role and manager for the user.
The User and Role Setup template provides role information.
Managers are designated in the Reports To field.
Select the Email Temporary Password check box.
An email containing sign-in information is sent to the user as
soon as the profile is saved.
Add user to a public sharing group, if appropriate.

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Updating User Details
Changing a users role
Replaces the users current visibility, access controls, and
privileges with those of the new role
Requires forecast maintenance if the user is a forecast
participant
Changing the Reports To name
Replaces the manager
who can access the
users data
(when Manager
Visibility is enabled)
Requires forecast
maintenance if
the user is a
forecast participant
Reports To
field
Role
field
Navigation
Admin > User Management & Access Controls > User Management
Click the name of a user to open the user profile.

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Updating User Details
Changing a user ID
Inactivates the users password
Requires a password reset before the user can access the
application
Changing a users status to Inactive
Prevents the user from accessing the application
Increases your number of available licenses
Status field
User ID
field

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Inactivated Users
Inactivated users often have records that should be
reassigned:
Open lead and opportunity records
Account and contact records
Open service request records
Use export or list export, and import features to quickly
reassign records to new owners.
Download records owned by the inactivated user to a .csv file.
Export all records and sort by owner, or
Create and export a list, filtered by the user, for each record
type.
Prepare the data for import, listing a new owner in the Owner
column.
Import the records using the Import Assistant.

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Public Chat
What are some considerations for reassigning records when a
user has left the company?

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Reassigning Group-Owned Records
When group assignment is active and groups are set up:
One group member is listed in the Owner field on Account,
Contact, Opportunity, Task, and Appointment records.
Every member of a group has full access to the records
(unless marked Private).
To reassign group-owned records:
Remove the record owner from the group if you want to keep
the record ownership with the current group.
The removed user no longer has owner access to the record.
The Owner field value is changed to another group member.
Change the owner to someone in a different group if you want
to reassign the record to another group.
The removed users group no longer has owner access to the
record.
The new users group has full access to the record.

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Creating or Updating Roles
Create new, or update existing, roles if:
Your users do not have the required access or privileges to
perform their job functions
New role-specific page layouts are needed
Refresh the forecast that is set up after creating new sales
roles and assigning them to users.
The new Telesales
role can have a
custom set of access
rights and privileges.

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Updating Forecasts
Forecast settings should be updated when:
Forecast date or frequency needs to change
Roles included in the forecast need to be added or deleted
Reports To fields in user profiles are changed to users
whose roles are not yet included in the forecast
Navigation
Admin > Data Rules & Assignment > Forecast Definition

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Updating Forecasts
When users are added or inactivated, the forecast should be
refreshed:
Click through the three-step Setup Wizard and click Finish.
Do not change any information unless participating roles are
being added or deleted.
Refreshing the forecast updates the list of included
participants.
Forecast Setup Wizard
Step 1
Select the
forecast
type and
frequency.
Step 2
Specify
the day
that you
want your
forecast.
Step 3
Select the
included
roles for
forecast.
Participants
Penny Fortham
Lucy Harris
Ethan Phillips
Ryan Taylor
Participants
Penny Fortham
Lucy Harris
Donna Jones
Ethan Phillips
Jeff Smith
Ryan Taylor

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Activating New Features
New features are periodically available in CRM On Demand.
The Primary Contact is informed of new release dates, feature
overviews, and training opportunities.
Not all features will be appropriate for your company.
Learn about the new features.
Determine your needs and requirements.
Customize the application to include the features you want to
use
Update page layouts to add new fields and related information
sections.
Update roles with new permissions to activate features for the
appropriate users.
Contact Customer Care to enable some features.

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Managing Records
Use the embedded data management capabilities to help
ensure the quality of your records.
Batch Delete: Delete all records defined in a list.
Export Lists: Export records that meet the criteria in a list.
Mass Update: Update field values for records contained in a
list.
Record Merge: Merge duplicate records and automatically
combine related information.

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Deleting Batches of Records
Delete entire groups of records from a list.
Example: Delete archived lead records that are a year old.
Create a list of the
records to be
deleted.
Select Batch
Delete from the
menu.

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Batch Delete Queue
Click the Proceed link to delete all the records in the Active
Requests queue.
Note: Batch-deleted records cannot be restored from
the Processed Requests lists.
Click Proceed to
initiate the batch
delete.
Navigation
Admin > Batch Delete Queue Caution
You cannot restore batch-deleted records as a group. Therefore, carefully consider which On
Demand roles will have the privilege to batch-delete records.
Batch-deleted records are kept in the Deleted Items list for 30 days. You can restore them, one
by one, from the Deleted Items list.

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Exporting Lists
Export records that meet the criteria defined in a list, and
download and save the file to another application.
Select Export List
from the menu.
Note: The system retains your export results for 72
hours. After that, you need to export the list again.

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Mass Updating Records
Allows you to update up to five fields for an entire group of
records at once.
Example: Change the owner for a list of account records.
Note: You can update up to 50 records at a time. If your list
contains more than the limit, repeat the mass updating
process until all records are updated.
Select Mass
Update from the
menu.

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Merging Records
Merge two records into one for Accounts, Contacts, Leads, or
Service Requests.
Records linked to the duplicate record are linked to the
primary record.
The Merge button is
on record detail page.
Merge Records
Your user role must include the Merge Records privilege to have the Merge button on the record
detail pages for Accounts, Contacts, Leads, and Service Requests. Additionally, your access
level must be Edit for the primary record and Delete for the duplicate record in order to merge
records.

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Merging Records
Select the values to save in the merged record; the duplicate
record is deleted.

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Demonstration
Mass Update and Record Merge

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Managing Attachments
Users can attach external files to any type of record.
Administrators can view a list of attachment information,
including:
Attachment name
Size and type of the attachment
Creator of the attachment
Click the name of an attachment to
edit its display name.
Navigation
Admin > Content Management > Manage Attachments

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Administrators can view, delete, or replace any attachment to:
Monitor the attachment activity of users
Manage the company database storage
Click the appropriate link to view,
delete, or replace the attachment.
Consider instituting a policy for adding attachments. Users can use the URL feature to point to a
document stored on your internal network or Intranet instead of attaching the document. This
will help preserve space for your Siebel CRM On Demand account.

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Exporting Records
Administrators can export most types of records.
Export all record types or only selected record types.
Export only records modified within a certain date range or
import all records.
Use the three-step assistant to send your export request.
The types of records that can be exported
are listed in the export assistant.
Navigation
Admin > Import and Export Tools > Export Data

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Accessing Exported Records
Access exported records for up to 72 hours.
View the completed request in the Export Request Queue.
Open the completed request details to download the
exported record files.
Click the hyperlink to open
the request details.
Navigation
Admin > Import and Export Tools > Export Request Queue
Tip
For exported Opportunity Products records, the exported file has an extra row for opportunity
products that are set up with recurring revenue. An entry in the Parent ID column indicates that
it is a recurring revenue rowthe entry references the Row ID of the opportunity product
record.

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Demonstration
Record Export

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Tips for Success
Reset the password if
you change the user ID
in a user profile.
Ensures that the user will be able to sign in
to the application with the new User ID
Maintains a current and valid forecast
participant list so that all of the appropriate
users have forecasts generated for them
Helps you identify files that can be
replaced with a URL pointing to a shared
location, to save server space
Monitor attachments
to identify frequently
attached files.
Refresh the forecast
definition set up when
new sales roles are
added or sales user
information changes.

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Summary
List the tasks required for supporting your users
Identify when it is necessary to update forecast settings
Manage records and ensure data quality
Manage attachments and export records

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Wrap-Up

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Administrator Resources
Administrator Rollout Guide
Guide for setting up and
rolling out the application
Available from the
Welcome page on sign-in
Online Help
Administrator topics
Available on every page

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Training and Support Center
Training courses
Searchable knowledge
library
Tools and Templates
CRM On Demand Forums
Integration Development
Analytics and Reports
Administration
Oracle On Demand Professional Services
Advice, guidance, and hands-on development assistance
crmondemandconsulting_ww@oracle.com
Training and Support Center
From CRM On Demand, click the Training and Support global link.

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Course Overview
Major topics covered:
Company Settings
Users and Access Control
Application Setup and Customization
Business Process Automation
Data Management and Reports
Integrating with Other Applications

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Thank You
Thank you for attending.
Please complete the evaluation.

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Siebel CRM On Demand - Adminstration Essentials - Vol. 2 (Student Guide)

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