Self Serv ECom

Siebel E-Commerce
Administration Guide
Version 8.1
November 2008

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Siebel E-Commerce Administration Guide Version 8.1 3
Contents
Chapter 1: Whats New in This Release
Chapter 2: Overview of Siebel E-Commerce
About Siebel E-Commerce 11
Siebel E-Commerce and Siebel eSales 12
Chapter 3: Setting Up Siebel E-Commerce
Process of Setting Up Siebel E-Commerce 19
Setting Up Order Management for Siebel E-Commerce 20
Creating Multilingual Siebel E-Commerce Web Sites 22
Controlling User Access to the Siebel E-Commerce Web Site 23
Setting Up the Image Path for Siebel E-Commerce 25
Customizing Shipping Charge Calculations for Siebel E-Commerce 25
Setting Up a Content Management System for Siebel E-Commerce 26
Customizing Email Notifications for Siebel E-Commerce 27
Integrating Siebel E-Commerce with CyberSource to Allow Credit Card Payments 28
Setting Up Hot Offers for Siebel E-Commerce 28
Tasks for Configuring the Contact Us Features 32
Specifying the Recipient Email Address 32
Specifying the Email Subject Format 33
Setting Up Chat for Siebel E-Commerce 34
Setting Up Siebel Email Response 35
Setting Up Contact Center Anywhere Email Response 36
Process of Setting Up Siebel E-Commerce with Siebel Solutions 36
Setting Up the Knowledge Base-Related LOV 37
Creating Solutions 37
Associating Resolution Documents with Solutions 38
Associating Related Solutions with a Solution 38
(Optional) Adding a File Format to the Knowledge Base Display 39
Process of Setting Up Background Application Functions 40
Activating the Self-Service Web Services 41
Confirming the Self-Service Workflows Are Running 41
Activating Siebel Search 42
Adding a Responsibility and Assigning Permissions 42
Configuring the State Field for Addresses 44
Siebel E-Commerce Administration Guide Version 8.1
Contents
4
Adding Accounts to a Self-Service Organization 45
Enabling or Disabling Application-Specific Features 45
ENABLE Parameter Settings 48
Effects of ENABLE Settings on Other Application Settings 48
Effects of ENABLE Settings on Third-Level Menus 49
Effects of ENABLE Settings on Features 50
Custom Configurations and ENABLE Settings 51
Chapter 4: Integrating Siebel E-Commerce with Third-
Party Applications
About Integrating Siebel E-Commerce with Third-Party Knowledge Management 53
Process of Integrating Siebel E-Commerce with Third-Party Knowledge Management
56
Substituting Sample Third-Party View Objects for Siebel Solutions View Objects 57
Creating View Objects and Adding Substitution Rules 57
Establishing a Connection to the Knowledge Management System 60
Chapter 5: Application and Site Settings for Siebel E-
Commerce
About Application, Site, and System Settings 61
Roadmap for Defining Application and Site Settings 61
Process of Managing Application Settings 62
Managing Page Template Application Settings 62
Managing Read-Only Application Settings 65
Managing Siebel E-Commerce Application Settings 66
Process of Managing Site Settings 66
Adding, Deleting and Modifying Self-Service Sites 66
Managing General Site Settings 67
Managing Catalog Site Settings 68
Managing Cart and Checkout Site Settings 69
Managing Assets Site Settings 69
Copying Site Settings 70
Managing System Settings 70
Chapter 6: Performing User Management in Siebel E-
Commerce
About Self-Service User Management 73
About Self-Service Users 73
About Self-Service Responsibilities and Permissions 74
Contents
Process of Setting Up Organizations for Siebel E-Commerce 75
Registering an Organization in Siebel E-Commerce 75
Adding Accounts to an Organization 76
Adding Addresses to an Organization Account 76
Adding Contacts to an Organization Account 78
Ongoing Tasks for Managing Organizations in Siebel E-Commerce 80
Setting Up User Access Control in Siebel E-Commerce 80
Updating Account Contacts in Siebel E-Commerce 81
Approving or Rejecting Self-Registered Users in Siebel E-Commerce 81
Tasks for User Registration in Siebel E-Commerce 82
Registering as a New User for a New Account in Siebel E-Commerce 83
Registering as a New User of an Existing Account in Siebel E-Commerce 84
Registering as a New Contact of an Organization in Siebel E-Commerce 85
Registering as an Existing Contact of an Organization in Siebel E-Commerce 86
Ongoing Tasks for User Profile Management in Siebel E-Commerce 87
Updating Personal Information in Siebel E-Commerce 88
Adding Payment Methods to a Profile in Siebel E-Commerce 88
Editing a Profile Payment Method in Siebel E-Commerce 90
Viewing Profile Payment History in Siebel E-Commerce 90
Adding an Address to a Profile in Siebel E-Commerce 91
Editing a Profile Address in Siebel E-Commerce 91
Resetting a Password in Siebel E-Commerce 92
Resetting a Security Question in Siebel E-Commerce 92
Resetting a Forgotten Password in Siebel E-Commerce 92
Permissions and Responsibilities Mapping Reference for Siebel E-Commerce 93
User Interface Access Permissions for Siebel E-Commerce 93
Data Access Permissions for Siebel E-Commerce 94
Products and Orders Access Permissions for Siebel E-Commerce 95
Functionality Access Permissions for Siebel E-Commerce 95
Chapter 7: Migrating from Siebel eSales to Siebel E-
Commerce
About Migrating from Siebel eSales to Siebel E-Commerce 97
Tasks for Migrating from Siebel eSales to Siebel E-Commerce 98
Assigning New Siebel E-Commerce Responsibilities to Existing Users 98
Adding Custom Responsibilities to Siebel E-Commerce 98
Implementing Siebel eSales Configuration Rules for Siebel E-Commerce 99
Chapter 8: Using Siebel E-Commerce
About Using Siebel Self-Service Applications 101
Contents
6
Process of Accessing Siebel Self-Service Applications 101
Selecting a Deploying Company Site 102
Logging In to the Self-Service Application 103
Viewing Your Account Overview 104
Logging Out of the Self-Service Application 105
Tasks for Contacting a Deploying Company 105
Initiating a Web Chat Session 106
Submitting Feedback for a Chat Session 107
Sending an Email to the Deploying Company 107
Tasks for Looking Up Products, Assets, and Orders 108
Browsing the Product Database 108
Viewing Assets 109
Looking Up Orders 110
Process of Browsing and Searching Siebel E-Commerce Product Catalogs 111
Browsing Product Categories in Siebel E-Commerce 112
Browsing Products in Siebel E-Commerce 113
Searching for Products in Siebel E-Commerce 114
Comparing Products in Siebel E-Commerce 115
Viewing Product Details in Siebel E-Commerce 116
Using Other Features of the Product Details Tab in Siebel E-Commerce 117
Working with Shopping Carts in Siebel E-Commerce 118
Checking Out in Siebel E-Commerce 120
Configuring Products or Promotions in Siebel E-Commerce 121
Tasks for Working with Orders in Siebel E-Commerce 123
Placing Orders in Siebel E-Commerce (B2C) 123
Placing Orders in Siebel E-Commerce (B2B) 124
Viewing Orders in Siebel E-Commerce 125
Process of Viewing and Modifying Assets in Siebel E-Commerce 126
Searching for Assets 126
Viewing Asset Details and Open Orders 127
Placing Orders to Modify Assets 127
Chapter 9: Single Sign-On for Siebel Self-Service
Applications
About Single Sign-On 129
Tasks for Managing Single Sign-On 132
Viewing the SSO Settings 132
Setting Up SSO 133
Contents
Chapter 10: Workflow Reference for Siebel E-Commerce
About Siebel Self-Service Applications Workflows 135
Siebel Self-Service Applications Registration and Notification Workflows 135
SelfServiceRegistration Workflow 136
SelfServiceRegistration - UpdateUser Workflow 144
SelfServiceTemplateEmail Workflow 145
SelfServiceSmtpEmail Workflow 145
SelfServiceRegistration - UpdateContactForOrgId Workflow 146
SelfServiceRegistration - UpdateAccountForOrgId Workflow 146
Siebel Self-Service Applications Registration Approval Workflows 147
Self Service Registration - Enrollment Approval - Main Workflow 148
Self Service Registration - Get Inbox Context Workflow 149
SelfServiceRegistration - PostApproval - Activate Workflow 149
SelfServiceRegistration - PostApproval - Activate Contact Workflow 150
SelfServiceRegistration - PostApproval - Activate Account Workflow 151
SelfServiceRegistration - PostRejection - InActivate Workflow 152
SelfServiceRegistration - PostRejection - InActivate Contact Workflow 153
SelfServiceRegistration - PostRejection - InActivate Account Workflow 154
SelfServicePostLoginProcess Workflow 155
Siebel E-Commerce Quote Workflows 156
Web Channel Quoting Workflow 156
QuoteCheckOut Workflow 157
Chapter 11: Siebel Communications E-Commerce
About Siebel Communications E-Commerce 159
Setting Up Siebel Communications E-Commerce 159
Using Siebel Communications E-Commerce 162
Setting Location in Siebel Communications E-Commerce 162
Buying Products in Siebel Communications E-Commerce 163
Updating Accounts in Siebel Communications E-Commerce 165
Index
Contents
8
1 Whats New in This Release
Whats New in Siebel E-Commerce Administration Guide, Version 8.1
Siebel E-Commerce 8.1 is the first release of this new product. Table 1 lists the chapters for this
guide.
Table 1. Chapters for the Siebel E-Commerce Administration Guide, Version 8.1
Topic Description
Overview of Siebel E-Commerce General background about Siebel E-Commerce.
Setting Up Siebel E-Commerce How to set up Siebel E-Commerce.
Integrating Siebel E-Commerce
with Third-Party Applications
How to integrate Siebel E-Commerce with third-party
knowledge management applications.
Application and Site Settings for
Siebel E-Commerce
How to create application settings and site settings, which
control the behavior of your Siebel E-Commerce sites.
Performing User Management in
Siebel E-Commerce
How to control user access to Siebel E-Commerce.
Migrating from Siebel eSales to
Siebel E-Commerce
How to upgrade to Siebel E-Commerce if you already use
Siebel eSales.
Using Siebel E-Commerce How customers use E-Commerce through the Web.
Single Sign-On for Siebel Self-
Service Applications
How to set up and manage single sign-on for Siebel E-
Commerce.
Workflow Reference for Siebel E-
Commerce
Descriptions of Siebel workflows that control the behavior of
Siebel E-Commerce.
Siebel Communications E-
Commerce
Features unique to Siebel Communications E-Commerce.
Whats New in This Release
10
2 Overview of Siebel E-Commerce
This chapter presents an overview of Siebel E-Commerce. It includes the following topics:
About Siebel E-Commerce on page 11
Siebel E-Commerce and Siebel eSales on page 12
About Siebel E-Commerce
Siebel E-Commerce allows your company to do business-to-business (B2B) and business-to-
consumer (B2C) sales over the Web. It includes the following Web pages:
Registration. Users can register to create their own Siebel E-Commerce account.
Products, Browse. This page provides access to the products on your companys Siebel E-
Commerce Web site. Users can browse through categories and products, or can search for
products. They can view the details of products in a number of formats, and can add the products
to their shopping cart. Users can configure complex products on this page, choosing product
options. Users can also see a small version of the shopping cart in a panel on this page.
Products, Shopping Cart. The shopping cart stores the products and services selected by
users. Users can save shopping carts for later use. They can also check out and use this page to
purchase the products in the current shopping cart.
Products, Order Status. Users can search for orders that they have placed and view the status
of these orders. For example, they can see whether the orders have already been shipped.
Products, My Products. Users can view a list of products that have already purchased, which
are called assets. If the asset is a customizable product, they can modify the configuration of the
product. If the product is not a customizable product they can change the accounts or contact
associated with the asset.
My Account, Overview. Users can view a summary of their service requests, their orders, and
their products.
My Account, Personal. Users can enter information about themselves or modify information
that they entered during registration, such as their contact information, their shipping addresses,
and their payment methods.
Support, Contact Us. Users can contact technical support by searching for branches of the store
near them, by emailing technical support, or by starting a live chat with a support representative.
Siebel E-Commerce and Siebel E-Support are the Siebel Self-Service Applications. For information
about how to configure them, see Siebel Self-Service Application Developers Guide.
NOTE: The Siebel Bookshelf is available on Oracle Technology Network (OTN) and Oracle E-Delivery.
It might also be installed locally on your intranet or on a network location.
Overview of Siebel E-Commerce Siebel E-Commerce and Siebel eSales
12
Siebel E-Commerce and Siebel eSales
There are two Siebel products used for B2C and B2B sales through the Web, Siebel E-Commerce and
Siebel eSales. Table 2 summarizes their differences, to help you decide which of these products is
best for your purposes.
Table 2. Features of Siebel E-Commerce and Siebel eSales
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
Product
Catalog
Hierarchical dynamic
product catalog.
Yes Yes None
Multiple Sites Defines multiple sites
in the same instance.
Yes No Multiple sites can be defined
in the same Siebel E-
Commerce Instance. Each site
can have:
A different skin (UI)
Support for different
locales
Different catalogs
Different price lists
Different payment
methods, shipping
priorities, credit card
types, and so on
UI Extensibility Extends the user
interface.
Yes,
Improved
Yes Siebel E-Commerce gives the
user improved flexibility to
customize the UI. It is built on
Industry Standard J2EE
technology. The deploying
company can specify
alternative templates based
on conditions in the
Applications settings screen,
and can create new page
templates.
Workspace
Tabs
Displays categories,
product lists, and
product details in
separate tabs.
Yes No In Siebel E-Commerce, the
user can navigate among tabs
and the application recalls the
contents of each tab.
Panels Displays panels across
various pages. Panels
are areas at the left or
right edge of the
screen that let the user
follow links to related
information.
Yes No For example, the Product
Details page shows the
following panels:
Similar Products
Accessories
Services
Related Promotions
Multiple
product views
Displays the product
list in multiple formats,
such as paragraph
view, gallery view, and
list view.
Yes No Siebel E-Commerce can also
be extended to add new view
types.
Sorting Sorts the Product List
page, based on
different fields.
Yes No None
Product Search Keyword search and
Parametric Search.
Yes,
Improved
Yes In Siebel eSales, parametric
search is based on a product
family. The user must pick a
product family before
performing a parametric
search. Also, the search is
database driven.
In Siebel E-Commerce, the
keyword search and
parametric search are not
database driven and is
certified against Oracle
Secure Enterprise Search.
Narrow by
Attribute,
Category, or
Price
Ability to narrow the
list of products based
on product attributes,
categories the product
belongs to, and the
product price.
Yes No For example, in Siebel E-
Commerce, the customer can
limit the list of televisions,
based on the screen size and
resolution.
Personalization
Rules
Creates runtime
personalization rules to
display special content
based on the user.
No Yes It is possible to extend Siebel
E-Commerce to invoke the
external personalization
engines, using the Post Login
Implementation Adaptor.
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
14
Quick Add Adds a product quickly
to the cart based on
item name or item
code.
No Yes None
Guided Selling Guides a customer to a
list of products, based
on a series of
questions and
answers.
No Yes It should be possible to
integrate Siebel E-Commerce
with third-party, guided-
selling products.
Compare Compares products. Yes,
Improved
Yes The compare functionality in
Siebel E-Commerce has many
enhancements, such as:
A user can add products to
the compare table from
the browse screens.
Product features are listed
in the compare page.
In Siebel eSales, products
can be compared only
from the parametric
search screen. In Siebel
E-Commerce the compare
table is persistent across
the browse pages.
Save Lists of
Products
Stores shopping lists of
products.
No Yes Siebel E-Commerce can save
shopping carts.
Siebel eSales can save
shopping lists of products,
called Templates or Favorites,
in addition to saving shopping
carts. A shopping list is similar
to a shopping cart, but there
is no implication that you
intend to buy the product.
Knowledge
Management
Integration with a
knowledge
management system
without configuration.
Yes No None
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
Chat server Integrates with the
Oracle Contact Center
Anywhere chat server,
but without configuring
it, which lets a sales
agent answer
questions and push
content to the
customers browser.
Yes No None
Promotions Displays related
promotions, view
promotion details, and
allows you to configure
promotion, if required.
Adds the promotions to
the cart.
Yes,
Improved
Limited Siebel E-Commerce allows the
user to:
View related promotions
in a panel.
View promotion products
in the catalog.
Drill down on promotions
to view promotion details
including the component
products and promotion
terms.
Configure and price
configurable promotions.
Add the promotions to the
cart.
Siebel eSales allows users to
view related promotions, but
does allow them to drill down
on promotions and does not
allow them to purchase the
promotion on the eSales site.
Asset-Based
Ordering
Allows customers to
place orders, based on
the assets that they
have already bought.
Yes No Siebel eSales for Industry
Applications supports asset-
based ordering, and Siebel
eSales can be configured to
support asset-based ordering.
Siebel E-Commerce supports
asset-based ordering without
configuration.
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
16
Configurable
products
Allows the
configuration of
customizable products.
Yes,
Improved
Yes The Siebel E-Commerce
configurator is improved by
adding panels such as the
process train, current total
and current configurations to
the configurator pages.
In Siebel Business
Applications 8.1, you can
create a configurator UI
definition for the self-service
channel.
Product
Eligibility
If you set up eligibility
rules, the Siebel
Business Application
checks the eligibility of
the logged-in user.
Yes,
Improved
Yes Siebel eSales shows products
that the user is not eligible for
but flags them as ineligible.
Siebel E-Commerce does not
show products the user is not
eligible for.
Product
Compatibility
If you set up
compatibility rules, the
Siebel Business
Application checks the
products in the cart to
determine whether
they are compatible
with each other.
Yes Yes None
Related
Products
Shows the related
products on the
product details page,
such as services and
accessories for a
product.
Yes,
Improved
Yes Siebel eSales shows all
related products in the same
table.
Siebel E-Commerce shows the
related products in separate
mini bins for:
Similar products
Accessories
Services
B2C Checkout Displays checkout
screens for B2C sales.
Yes,
Improved
Yes The Siebel E-Commerce
checkout screens include a
process to make the sequence
of screens easier to follow.
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
B2B Checkout Displays checkout
screens for B2B sales.
Yes No Siebel E-Commerce has a
separate checkout flow
designed for B2B sales.
Company
Registration
Supports company
registration.
Yes No Siebel E-Commerce supports
the following:
Registering a new
company
Requesting access as a
new contact of an existing
customer company
Requesting access as an
existing contact of an
existing customer
company
User
Registration
Supports user
registration.
Yes,
Improved
Yes Siebel E-Commerce supports
the following:
Registering a new user
Requesting access to an
existing individual user
account
Siebel eSales supports
registration of a new user.
Caching Caches objects on the
self service layer to
improve performance.
Yes No Siebel E-Commerce caches
basic product fields shown on
the Product List page to
improve performance.
Shipment
Tracking
Integrates with third-
party shipment
tracking applications.
No Yes Allows customers to track
their shipments through the
Web site.
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
18
Integration
with Oracle
RTD
Allows product
recommendations
based on user
behavior.
Yes No Recommedations are based
on both user profile and
behavior in the current
session.
Integration
with an
external
Content
Management
System using
WebDAV
Protocol
Allows management of
content appearing on
the web site.
Yes No The parameters required for
the integration can be set in
the configuration parameters
file.
Feature Description
Siebel E-
Commerce
Siebel
eSales Comments
3 Setting Up Siebel E-Commerce
This chapter includes procedures for setting up and configuring Siebel E-Commerce. This chapter
includes the following topics:
Process of Setting Up Siebel E-Commerce on page 19
Tasks for Configuring the Contact Us Features on page 32
Process of Setting Up Siebel E-Commerce with Siebel Solutions on page 36
Process of Setting Up Background Application Functions on page 40
ENABLE Parameter Settings on page 48
Process of Setting Up Siebel E-
Commerce
To set up Siebel E-Commerce, perform the following tasks:
Setting Up Order Management for Siebel E-Commerce on page 20.
Creating Multilingual Siebel E-Commerce Web Sites on page 22.
Controlling User Access to the Siebel E-Commerce Web Site on page 23.
Setting Up the Image Path for Siebel E-Commerce on page 25
Customizing Shipping Charge Calculations for Siebel E-Commerce on page 25
Setting Up a Content Management System for Siebel E-Commerce on page 26
Customizing Email Notifications for Siebel E-Commerce on page 27
Integrating Siebel E-Commerce with CyberSource to Allow Credit Card Payments on page 28
Setting Up Hot Offers for Siebel E-Commerce on page 28
In addition to the tasks in this process, perform the setup tasks described in the following topics and
chapters:
Tasks for Configuring the Contact Us Features on page 32
Process of Setting Up Background Application Functions on page 40
Chapter 5, Application and Site Settings for Siebel E-Commerce
Chapter 6, Performing User Management in Siebel E-Commerce
Chapter 7, Migrating from Siebel eSales to Siebel E-Commerce
Chapter 9, Single Sign-On for Siebel Self-Service Applications
Setting Up Siebel E-Commerce Process of Setting Up Siebel E-Commerce
20
Setting Up Order Management for Siebel E-Commerce
Siebel E-Commerce allows customers to place their own orders. To set up Siebel E-Commerce, you
must perform many of the same tasks you perform to allow employees to place orders, such as
defining products, creating catalogs, setting up shipping information, setting up tax calculations, and
so on.
Data already in your Siebel applications order management system, such as price lists, products,
and catalogs are available to Siebel E-Commerce. For more information, see the roadmap to setting
up order management in Siebel Order Management Guide.
NOTE: Products are displayed in Siebel E-Commerce only if the type of the catalog is Buying.
This task is a step in Process of Setting Up Siebel E-Commerce on page 19.
Setting Up Price Lists for Siebel E-Commerce
Siebel E-Commerce can use price lists that are set up at several levels.
To find the price list for a customer:
It checks whether the user's account has a price list associated with it. If so, it is used. For
information about associating a price list with an account, see the section about assigning price
lists to users in Siebel Pricing Administration Guide.
If there is no price list associated with the account, it checks whether there is a price list for the
site. For information about setting a price list for a site, see Managing Catalog Site Settings on
page 68.
If there is also no price list for the site, it uses the Siebel default price list.
You must set up price lists so there is at least one of these price lists for every user of the Siebel E-
Commerce site.
Setting the Default Price List
To set the default price list, you must change the price list row ID supplied as seed data in your Siebel
application to the row ID of a price list that you have created.
To set the default price list
1 In your Siebel employee application, navigate to Administration - Data, List of Values.
The List of Values view appears.
2 Query on the Type field for PRICER_MASTER_PRICE_LIST_ID.
3 In the PRICER_MASTER_PRICE_LIST_ID record, in the Display Value field, enter the row number
of the default price list.
NOTE: You must update the existing PRICER_MASTER_PRICE_LIST_ID seed data row. Do not
make the existing row inactive and then create a new one.
4 Click the Menu button, and then choose Clear Cache, to make the new price list take effect.
Setting Up Configurator for Siebel E-Commerce
If you sell configurable products, you can create the Siebel Configurator user interface for your Siebel
E-Commerce users.
Siebel Configurator has a UI Option type called Self Service, which allows you to define a Siebel
Configurator user interface for self-service users that is different from the interface for employee
users. For more information, see the section on defining Siebel Configurator user interfaces in Siebel
Product Administration Guide.
If you have not set up a Siebel Configurator UI of the self-service type, Siebel E-Commerce uses a
default self-service option.
It determines which UI interface to use as follows:
Siebel E-Commerce finds a default UI option to use. You can specify an employee UI option in
faces-config-base.xml as the default UI option for Self Service. If you do not change it, the
default UI option is set to High Interactivity in faces-config-base.xml. At runtime, Siebel E-
Commerce uses the default UI option in this xml file if one exists, or it uses the first available UI
option if none is specified in this xml file.
Siebel E-Commerce maps the employee UI themes from the default UI option to self-service UI
themes. The mapping is also specified in faces-config-base.xml, and you can change the mapping
rules if necessary. If multiple rules match the mapping, only the first one is applied. If no
mapping rule is defined or applicable, Siebel E-Commerce the default UI themes, which are also
specified in faces-config-base.xml, and which you can also change if necessary.
Controlling Whether Child Products Are Visible and Orderable
A child product is either:
A product that is one product in a bundle product. For example, if the bundle product is Hawaii
Getaway Vacation, its children products might be a round-trip airplane flight, three nights in a
hotel, a rental car, and so on.
A product that is one component of a product with components. For example, if the product with
components is a computer, its children products might be a monitor, a DVD drive, a mouse, and
so on.
There are cases where you do not want customers to order the child product separately. For example,
you might want customers to be able to order a computer mouse as part of an entire computer but
not to be able to order just a mouse.
22
You can control whether the child product is visible as a separate product on the E-Commerce web
site and whether it is orderable as a separate product on the E-Commerce web site, by using the
Orderable flag for the product and by using the standard methods to control visibility of products in
catalogs, as shown in Table 3.
To control whether a child product is visible and orderable
1 Set the child products Orderable flag:
a Navigate to the Administration - Product, Products view.
b In the Products list, select the child product.
c In the More Info form, select or deselect the Orderable checkbox.
2 Use standard methods to control the products visibility in the catalog.
For information about controlling visibility of products in catalogs, see Siebel Order Management
Guide.
In E-Commerce, the child product will have the visibility and orderability described in Table 3.
Creating Multilingual Siebel E-Commerce Web Sites
You can deploy Siebel E-Commerce in more than one language by creating multiple Web sites that
display your Siebel E-Commerce store in multiple languages. Use the general site settings tab to:
Associate each site with the appropriate locales for the language that the site uses.
Specify a default locale to be used if none of your sites support the locale identified in the user's
browser.
Table 3. Visibility and Orderability of Child Product
Is Child Products
Orderable Flag
Selected?
Is Child Product
Visible in the
Catalog? Behavior
Y Y Child product is visible and orderable as a stand-
alone product. It is also is visible and orderable as
part of the bundle product or product with
components.
Y N Child product is not visible and not orderable as a
stand-alone product. It is visible and orderable as
components.
N N Child product is not visible and not orderable as a
stand-alone product. It is visible and orderable as
components.
For information about these site settings, see Managing General Site Settings on page 67.
For general information about deploying Siebel applications in a multilingual environment, see Siebel
Global Deployment Guide.
Controlling User Access to the Siebel E-Commerce Web
Site
You might want to perform some of the following tasks to control user access in your Siebel E-
Commerce Web site:
Using external authentication, such as LDAP
Creating database users for LDAP to use in database access
Controlling access to the following:
Web pages (see Controlling Access to Web Pages on page 23)
Catalogs and products (see Controlling User Access to the Siebel E-Commerce Web Site on
page 23)
Assigning the proxy employee
Creating users through registration or user administration
Associating users with accounts
Allowing the various levels of access:
Anonymous
Explicit login
For information on controlling user access, see Siebel Security Guide.
Controlling Access to Web Pages
Responsibilities control which Web pages are visible to the user. Responsibilities also control what
permissions are available to the logged-in user. For example, if a user has a responsibility that does
not have access to the Order Status page, the user cannot see the Order Status menu item. This
access control mechanism is implemented using the industry-standard Java Authentication and
Authorization Service (JAAS) standards.
If the user has a responsibility that does not have permission to view the accounts assigned to him
or her, that user will not see the account selection control in the order status search bin.
The following responsibilities are predefined for Siebel E-Commerce:
Web Registered User. The end user of the application in a business-to-consumer (B2C) model.
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Web Corporate User. The end user of the application in a business-to-business (B2B) model.
This responsibility is also the base responsibility for the web delegated customer administrator.
Web corporate users are associated with an account and must be authorized by the web
delegated customer administrator to access the site. A Siebel administrator can also add new
web corporate users.
NOTE: There is no responsibility for anonymous users. Every page is accessible to anonymous
user unless otherwise specified. Thus, if anonymous users cannot access a page, you must create
the access control entry to indicate which responsibilities have access to the page.
The responsibility and user type for different job roles are shown in Table 4.
For information on setting up responsibilities, see Siebel Security Guide.
Controlling Access to Catalogs and Products.
You can use Siebel E-Commerce application settings to control access to:
Catalogs. Catalogs can be associated with each site, and only the associated catalogs will be
visible at this site.
Products. You can control access to products by using price lists or eligibility rules:
Only the products in the price list used for the customer are visible to the customer. For
information about which price list is used for a customer, see Setting Up Price Lists for Siebel
E-Commerce on page 20.
Product eligibility rules define which product a customer is eligible to buy. For more
information about creating product eligibility rules, see Siebel Product Administration Guide.
NOTE: If a customer does not have access to any product in a category, that category is
automatically hidden to that customer.
Table 4. Responsibilities and User Type
Job Role Responsibilities User Type
Web anonymous user None. Has access to all pages
where access is not controlled by
a responsibility.
Anonymous
Web registered user Web Registered User Web Registered User
Web corporate user Web Corporate User Web Corporate User
Web delegated customer
administrator
Web Corporate User
Web Delegated Customer
Administrator
Web Delegated Customer
Administrator
Setting Up the Image Path for Siebel E-Commerce
You must specify the path of the directory where Siebel E-Commerce looks for images that it displays
in catalog and configurator pages. You do this by editing the properties file to specify the directory
for each of these two types of image files.
It is recommended that you use the same server and path for both types of images.
NOTE: Siebel Business Applications require that Configurator images must be in a directory named
images.
To set up the image path for Siebel E- Commerce
1 Use a text editor to edit the file SelfServiceConfiguration.properties in the directory
sel f ser vi ce/ Model / sr c/ or acl e/ apps/ ss/ base/ model / r esour ces/ .
2 In this file, edit the following two lines:
I MAGE_PATH_URL=ht t p: / / <ser ver name>/ <pat h>/ i mages/
CONFI G_I MAGE_PATH_URL=ht t p: / / <ser ver name>/ <pat h>/
Customizing Shipping Charge Calculations for Siebel E-
Commerce
Siebel E-Commerce calculates shipping charges when the quote is saved; this happens when user
clicks Save or when the user reaches the Review and Submit page. The shipping charges are
calculated using the Shipping Cost Service (eScript) business service. If necessary, you can
customize shipping charge calculations in Siebel Tools by modifying the scripts that make up the
Shipping Cost Service (eScript) business service. For more information on Siebel eScripts, see Siebel
Tools Online Help.
To modify shipping charge calculations
1 In Siebel Tools, lock the EAI Credit Card project.
2 Select the Business Service object.
3 Query for Ship*.
The Shipping Cost Service (eScript) business service appears.
4 Right-click Shipping Cost Service (eScript), and then choose Edit Server Scripts.
The server script editor appears.
5 Edit the scripts, and then close the edit window.
6 Compile the .srf file, selecting the Locked projects radio button.
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Setting Up a Content Management System for Siebel E-
Commerce
You can store product content such as images, audio clips, and video clips in a content management
system (CMS), and display them in Siebel E-Commerce. The content management system must use
the WebDAV protocol, one of the industry-standard protocols used to manage files on remote World
Wide Web servers.
If the CMS is set up and products have content associated with them, this content can be viewed by
customers in the Links list on the Product Details page.
NOTE: This section describes how to set up a content management system. You can also add content
without using a content management system, by uploading a file directly in Literature screen. For
more information, see the section about literature in Siebel Applications Administration Guide.
To set up a content management system for Siebel E- Commerce
1 Set up a content management system, define its root location, and add product content.
Note the URLs of the content you add.
2 In the Siebel Business Application, add the content to the Literature list:
a Navigate to Administration - Document, Literature.
b Add a new record and complete the necessary fields. Some fields are described in the following
table.
3 Enter values for the following read-only application settings:
CONTENT_MGMT_WEBDAV_URL. The URL of the WebDav content management system used
by Siebel E-Commerce.
CONTENT_MGMT_ADAPTER. The adaptor for the content management system.
Field Description
Name Enter a name for the literature item. If nothing is entered in the
Description field, this name is displayed to the customer in Siebel
E-Commerce.
Description Enter a description of the literature item to be displayed to the
customer in Siebel E-Commerce.
File Name Specify the path and name of the file containing this literature
item. The path should be relative to the URL of the Content
Management System that you entered in Step 1.
Literature Type Select the literature type.
Internal Deselect this checkbox.
Product Select the product that this literature item is associated with.
CONTENT_MGMT_PASSWORD. The password passed to the content management system.
CONTENT_MGMT_USERNAME. The user name passed to the content management system.
For more information, see Managing Read-Only Application Settings on page 65.
Customizing Email Notifications for Siebel E-Commerce
Siebel E-Commerce sends an email notification to a user when the status of that users order is
changed to Confirmed or Shipped. Notifications of other events are also sent, for example, when the
orders of B2B customers are approved or rejected.
To customize notifications for Siebel E-Commerce, perform the following tasks:
Setting Up Communications Driver Profiles on page 27.
Modifying Email Workflows on page 27.
Modifying Email Templates on page 27.
For information on creating notifications, see Siebel Communications Server Administration Guide
and Siebel Applications Administration Guide.
Setting Up Communications Driver Profiles
Communications drivers send messages. They are accessed using communications driver profiles,
which set parameters that can override those of the driver. Communications drivers are part of the
Siebel E-Commerce application. Profiles are created in the Communications Drivers and Profiles view
under the Communications Administration screen. For information about setting up communications
driver profiles, see Siebel Communications Server Administration Guide.
Modifying Email Workflows
Workflows control notifications in Siebel E-Commerce. You can modify existing workflows and create
new ones. For more information about Siebel E-Commerce workflows for email notifications, see
Siebel Self-Service Applications Registration and Notification Workflows on page 135. For more
information about defining rules to enable automatic email notification, see Siebel Business Process
Framework: Workflow Guide.
Modifying Email Templates
Templates provide the content for automated messages, such as confirmations of orders being placed
and shipped.
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To modify an email template
1 In your Siebel employee application, navigate to Administration - Communications, All
Templates.
The Templates view appears.
2 Select a templatefor example, Order Confirmation.
3 Make modifications to the template records Text field.
You can also copy and paste available substitutions, such as [Street Address].
4 Click the Template Items tab to attach preformatted files to the template content, such as a
standard header or footer.
Integrating Siebel E-Commerce with CyberSource to
Allow Credit Card Payments
To enable Siebel E-Commerce to accept credit card payments, you must integrate it with
CyberSource Internet Commerce Suite.
You integrate Siebel E-Commerce with CyberSource in the same way that you integrate Siebel eSales
with CyberSource. For more information, see the section about CyberSource integration in Siebel
eSales Administration Guide.
Setting Up Hot Offers for Siebel E-Commerce
The Hot Offers panel of Siebel E-Commerce recommends products to customers. If you have enabled
this functionality, this panel appears whenever the customer is browsing products.
Oracle Real-Time Decisions for Siebel E-Commerce (Oracle RTD) determines which offers are
displayed in the Hot Offers panel, combining both rules and predictive analytics to provide
recommendations to customers. Oracle RTD determines which offers are displayed in this panel
based on:
Past Behavior. Oracle RTD uses the Customer Id of the current customer to look up more
information about the customer. It prioritizes its recommendations based not only on the
customers own behavior, but also on behavior of other customers with similar profiles. For
example, if this customer is in a particular state or region, and many customers in this state or
region are buying a given product, then the Hot Offers panel is more likely to display that product
as a recommendation for this customer. This feature does not apply to anonymous users, since
Oracle RTD does not have the needed information about them.
Current Behavior. Oracle RTD tracks the current behavior in a session for all application users,
whether they are customers or anonymous users. Oracle RTD uses the current selections that
the user is making at the site to help set the priority of recommendations. As the user browses
products, Oracle RTD gives higher priority to hot offers that include products and categories that
the user has browsed during the current visit.
Product Categories and Hierarchy. The deploying company can group the hot offers into
categories. Oracle RTD can use these categories to relate the offers to the products browsed, and
to any product hierarchy to which these products belong. For example, you can group your
electronic products together, so that Oracle RTD will display lists of electronic products in the Hot
Offers panel, rather than displaying unrelated products, such as bicycles, in the same list with
electronic products. You group hot offers into categories using choice groups, as described in the
Oracle RTD Applications documentation.
NOTE: The Hot Offers panel currently supports only English (ENU).
Overview of Installation and Setup of Hot Offers
To install and set up Hot Offers, you must do the following:
Install the Oracle RTD Platform. For more information, see the Oracle RTD Platform
documentation.
Install the Oracle RTD for Siebel E-Commerce application. For more information, see the
Oracle RTD Applications documentation.
Perform the following setup tasks:
Setting Parameters in the Properties File on page 29
Creating Promotions in the Siebel Business Application on page 30
Exposing Integration Points (Optional) on page 31
Creating Eligibility Rules (Optional) on page 31
Setting Up Other Configurations (Optional) on page 31
Making Any Needed Changes in the Oracle RTD Inline Service (Optional) on page 32
Setting Parameters in the Properties File
To enable the Hot Offers panel and to point to the RTD server, you must set parameters in a
properties file.
To set parameters for hot offers
1 With a text editor, edit the file
sr c\ or acl e\ apps\ ss\ base\ model \ r esour ces\ Sel f Ser vi ceConf i gur at i on. pr oper t i es
30
2 Set the values of the property parameters described in the following table:
Creating Promotions in the Siebel Business Application
A hot offer is a promotion that you create in your Siebel Business Application.
When the user clicks the Find Out More link for the Hot Offer, the Promotions Details page for that
promotion appears.
As the first step in setting up Hot Offers, you must create the promotions that you want to appear
as hot offers. For more information about creating promotions in Siebel Business Applications, see
Siebel Pricing Administration Guide.
Parameter Description
ENABLE_RTD A Boolean value specifying whether the Hot Offers panel is
enabled or disabled.
HTTP1.type The type of the named endpoint. Only HTTP is supported at
this time.
An endpoint is an association between a binding and a network
address, specified by a URL, that may be used to communicate
with an instance of a service. In this case, the endpoint
specifies the RTD host and port through the http protocol.
HTTP1.url A URL specifying the HTTP host and the port of the server's
HTTP endpoint. The default endpoint is http://localhost:8080.
appsCacheDirectory A file URL identifying a writable directory into which the client
component may save the configuration information that it gets
from the server. If this property is set, the directory must
already exist.
timeout Timeout interval, in milliseconds, of the original attempt to
contact the RTD server during the client (E-Commerce)
components initialization. After connecting to the RTD server,
requests sent by the client uses the RTD servers timeout
interval, which is configured through the Oracle RTD JMX
MBean property, IntegrationPointGuaranteedRequestTimeout.
RTD_ITEMS_PER_BIN The number of offers displayed in the Hot Offers panel.
RTD_INLINE_SERVICE_NAME The name of the inline service that this E-Commerce
application connects to get hot offers.
UseEndpointsInOrder A comma-separated list of endpoint names, indicating the
order in which the endpoints are tried when establishing an
initial connection to the server cluster during the Smart
Client's initialization.
Exposing Integration Points (Optional)
Without configuration, the following integration points are exposed and called by the self-service
application:
Informants
Initial Context
Update Customer Profile
Presented Offers
Offer Clicked
Close Session
Advisor
Get Promotions
The deploying company can extend these integration points if required or add new integration points.
If new integration points are added, the code would need to be modified to call the new integration
point.
This task is not required. The deploying company could just use the integration points provided with
the product.
Creating Eligibility Rules (Optional)
Hot Offers are only displayed to customers who are eligible to buy them. For example, some offers
may only be available to B2B customers and not to B2C customers, or some offers may be available
only to premium customers.
You can create two types of eligibility rules for Hot Offers:
Siebel Eligibility Rules. These rules are recommended because they are simpler to create.
Before being displayed to a given customer, the list of Hot Offers is run through the Siebel
eligibility filter, and if the customer is not eligible to buy an offer, that offer is not displayed.
Eligibility rules that you have already created in your Siebel Business Application also apply to
Hot Offers. For information on creating eligibility rules in Siebel Business Applications, see Siebel
Product Administration Guide.
Oracle RTD Eligibility Rules. These rules can be used in cases when you want more complex
and powerful rules. Oracle RTD eligibility rules change the priority score that determines whether
a Hot Offer is displayed, while Siebel eligibility rules absolutely prevent a Hot Offer from being
displayed to any user who is not eligible. For information on creating Oracle RTD eligibility rules,
see the Oracle RTD Platform documentation.
Setting Up Other Configurations (Optional)
Other configurations of Oracle RTD that are useful for Siebel E-Commerce are described in the Oracle
RTD Applications documentation. To see whether any of these configurations applies to your business
model, see the Oracle RTD Applications documentation.
Setting Up Siebel E-Commerce Tasks for Configuring the Contact Us Features
32
Making Any Needed Changes in the Oracle RTD Inline Service
(Optional)
You may want to make additional changes to the Oracle RTD for Siebel E-Commerce Inline Service,
such as changing the promotion groupings or mapping additional customer attributes. For
information about modifying the Inline Service, see the Oracle RTD Applications documentation.
Tasks for Configuring the Contact Us
Features
The following topics describe the setup tasks for the features that allow users to contact the
deploying company through the Siebel Self-Service Applications:
Specifying the Recipient Email Address on page 32
Specifying the Email Subject Format on page 33
Setting Up Chat for Siebel E-Commerce on page 34
Setting up automatic email response by doing one of the following:
Setting Up Siebel Email Response on page 35
Setting Up Contact Center Anywhere Email Response on page 36
Specifying the Recipient Email Address
To specify the email address to which your Siebel Self-Service Applications send emails that are
directed by users to your company on the Web, follow this procedure.
This task is part of Tasks for Configuring the Contact Us Features on page 32.
To specify the recipient email address
1 Confirm that the default SMTP profile has been set.
For more information about the SMTP profile, see the email chapter in Siebel Communications
Server Administration Guide.
2 Set the target email address by performing the following steps:
a Navigate to the following directory:
<Or acl e_AS_HOME>/ j 2ee/ home/ appl i cat i ons/ <Sel f Ser vi ce_cont ext >/ Vi ewAr chi ve/ WEB-
I NF/ cl asses/ or acl e/ apps/ ss/ base/ model / r esour ces/
Where <Oracle_AS_HOME> is the location where the Oracle Application server is installed,
and /<SelfService_context> is Siebel Self-Service Applications context. For example:
/ u01/ Or acl eAS1013/ j 2ee/ home/ appl i cat i ons/ Sel f Ser vi ce/ Vi ewAr chi ve/ WEB- I NF/
cl asses/ or acl e/ apps/ ss/ base/ model / r esour ces/
b In a text editor, open the SelfServiceConfiguration.properties file.
c Set the SERVI CE_EMAI L_ADDRESS property.
For more information about this setting, navigate to the read-only Application settings and
see the description of the setting.
d Save and close the SelfServiceConfiguration.properties file.
Specifying the Email Subject Format
To specify the Subject line format of emails that are directed by users to your company through your
Siebel Self-Service Applications, follow this procedure.
To specify the email subj ect format
1 Navigate to the following directory:
<Or acl e_AS_HOME>/ j 2ee/ home/ appl i cat i ons/ <Sel f Ser vi ce_cont ext >/ Vi ewAr chi ve/ WEB- I NF/
Where <Oracle_AS_HOME> is the directory in which your Oracle application server is installed,
and /<SelfService_context> is the Siebel Self-Service Applications context. For example,
/ u01/ Or acl eAS1013/ j 2ee/ home/ appl i cat i ons/ Sel f Ser vi ce/ Vi ewAr chi ve/ WEB- I NF/ cl asses/
or acl e/ apps/ ss/ base/ model / r esour ces/
2 In a text editor, open the SelfServiceConfiguration.properties file.
3 Set the EMAIL_SUBJECT_FORMAT property to one of the following values:
NPS
NSP
PNS
PSN
SNP
SPN
Where the characters stand for the settings listed in the following table:
The default value is SNP. This gives emails sent through Siebel Self-Service Applications a subject
in this format:
Character Stands For
S Actual Subject entered in the email form
N FullName entered in the email form
P PhoneNumber entered in the email form
34
<subj ect ent er ed>- <name ent er ed>- <phone number ent er ed>
For example,
pr i nt er i ssue- j ohn smi t h- 123 456 7890
4 Save and close the SelfServiceConfiguration.properties file.
Setting Up Chat for Siebel E-Commerce
To set up Siebel Chat to work with your Siebel Self-Service Applications, you must complete the
Siebel Chat setup tasks in Siebel Business Applications. The most essential tasks for connecting it to
your Siebel Self-Service Applications are listed in this topic. Additionally, you must connect to the
Siebel Chat instance from Siebel Self-Service Applications.
To set up Chat for Siebel E- Commerce
1 Follow the Siebel Chat setup procedures in Siebel Business Applications. The most essential setup
tasks for Siebel Self-Service Applications are as follows:
Setting Up Chat Communications Configuration
Configure your Oracle Contact Center Anywhere driver, add agents to the Chat
communications configuration, configure Chat routing. Create a profile and add profile
parameters for your Chat communications configuration.
Setting Up Chat Parameters and Routing
Configure the routing of Siebel Chat data, including a default language, default project,
organization, route key, and route value.
Setting Up Chat System Preferences
Define the system preferences for Siebel Chat, including a default company alias.
For more information about chat setup procedures, see the chapter on installing Siebel Chat in
Siebel Chat Guide.
2 Modify your Siebel Self-Service Applications configuration parameters to connect with Siebel
Chat by performing the following steps:
<Or acl e_AS_HOME>/ j 2ee/ home/ appl i cat i ons/ <Sel f Ser vi ce_cont ext >/ Vi ewAr chi ve/ WEB-
I NF/ cl asses/ or acl e/ apps/ ss/ base/ model / r esour ces/
Where <Oracle_AS_HOME> is the location where the Oracle Application server is installed,
and /<SelfService_context> is Siebel Self-Service Applications context. For example,
/ u01/ Or acl eAS1013/ j 2ee/ home/ appl i cat i ons/ Sel f Ser vi ce/ Vi ewAr chi ve/ WEB- I NF/
b In a text editor, open the SelfServiceConfiguration.properties file.
c To enable chat in your Siebel Self-Service Applications, set the ENABLE_CHAT property to Y.
For more information about this setting, see Enabling or Disabling Application-Specific
Features on page 45.
d Set the CHAT_URL property to a URL pointing to a valid Oracle Contact Center Anywhere
installation.
For more information about this setting, navigate to the read-only Application settings and
see the description of the setting.
e Save and close the SelfServiceConfiguration.properties file.
Setting Up Siebel Email Response
To help manage and respond to high volumes of incoming email that might result from deploying a
Siebel Self-Service Applications Web site, Oracles Siebel Email Response works with Siebel Self-
Service Applications to automatically reply to various user communications with tailored standard
responses. Siebel Self-Service Applications will automatically notify users through standard emails
when certain events occur. Your Siebel Self-Service Applications supports the following notifications:
Business-to-consumer welcome notification. The application sends a user this email when
she registers for an individual account.
Business-to-business primary welcome notification. The application sends a user this email
when she registers as the primary user for an organization account.
Business-to-business secondary welcome notification. The application sends a user this
email when she registers as a secondary user for an organization account.
Reset password notification. The application sends a user this email when the user resets the
password.
Approval notification. The application sends a secondary user this email when a primary user
approves her request to be added to an account.
Rejection notification. The application sends a secondary user this email when a primary user
rejects her request to be added to an account.
Service request status change notification. When an SR is updated, the application sends
this email to the SRs associated contact.
For more information about setting up, configuring, and activating Siebel Email Response, see Siebel
Email Response Administration Guide.
Setting Up Siebel E-Commerce Process of Setting Up Siebel E-Commerce with Siebel
Solutions
36
Generating Service Requests from Emails
Because emails originating from Siebel E-Support are unstructured (in other words, they are free-
form and not keyword-based), they can be processed by an automated email response system. If
your company has deployed Siebel Email Response, emails from Siebel E-Support can be processed
by means of the eMail Response - Process Message workflow process, which is included with Siebel
Email Response. The eMail Response - Process Message workflow process creates activity records in
the Siebel database. For more information about Siebel Email Response features, see the Overview
chapter of Siebel Email Response Administration Guide.
If you want Oracles Siebel Email Response to convert all incoming emails to SRs, it is recommended
that you modify the eMail Response - Process Message workflow in Oracles Siebel Tools to
accomplish this according to your companys business requirements. For more information about
modifying workflows, see the chapter on basic setup tasks in Siebel Email Response Administration
Guide. For more information about the eMail Response - Process Message workflow, see the chapter
on setting up workflows in Siebel Email Response Administration Guide.
Setting Up Contact Center Anywhere Email Response
If your company has purchased Oracle Contact Center Anywhere, you can set up email response
using this product. For more information about setting up Oracle Contact Center Anywhere email
response, see the Oracle Contact Center Anywhere documentation on the Siebel Bookshelf.
Process of Setting Up Siebel E-
Commerce with Siebel Solutions
Siebel Business Applications provide an integrated, searchable knowledge base through its
repository of literature and other information items. Sales and service representatives use this
knowledge base to find answers to customer questions. In Siebel Business Applications, knowledge
base items are known as solutions.
Through Siebel E-Commerce, end users can access the same answers themselves, over the Web.
Siebel E-Commerce can display solutions from either Siebel Solutions or a third-party knowledge
management (KM) application. By default, Siebel E-Commerce integrates with Siebel Solutions.
Thus, your company can use its Siebel Business Application to build a knowledge base for Siebel E-
Commerce. Your users can then browse through or search a library of knowledge items, such as
answers to questions, product literature, and other documents.
NOTE: Siebel E-Commerce provides sample code to help you integrate with third-party KM systems.
For more information about integrating Siebel E-Commerce with a third-party KM system, see
Process of Integrating Siebel E-Commerce with Third-Party Knowledge Management on page 56.
The process of setting up the Siebel E-Commerce knowledge base is as follows:
1 Setting Up the Knowledge Base-Related LOV on page 37
2 Creating Solutions on page 37
Solutions
3 Associating Resolution Documents with Solutions on page 38
4 Associating Related Solutions with a Solution on page 38
5 (Optional) Adding a File Format to the Knowledge Base Display on page 39.
Setting Up the Knowledge Base-Related LOV
To prepare to designate KM solutions on the Siebel Business Applications side for display in Siebel E-
Commerce, you must set up a list of values (LOV) of document types into which to categorize the
KM solutions. These values will appear on the Solutions Administration view, as choices in the Type
field.
These LOV values must correspond to the document types that you want to display in Siebel E-
Commerce. For more information about setting up LOVs, see the chapter on working with lists of
values in Siebel Applications Administration Guide.
This task is part of Process of Setting Up Siebel E-Commerce with Siebel Solutions on page 36.
Creating Solutions
Knowledge base articles displayed in Siebel E-Commerce consist of Siebel Solutions records in your
companys Siebel Business Application. To prepare knowledge base articles (that is, Siebel Solutions
records) for display in Siebel E-Commerce, you must create Siebel Solutions records, then add them
to the Siebel E-Commerce knowledge base catalog, and finally associate them with catalog
categories.
NOTE: In Siebel E-Commerce, the category for a solution is not exposed in the Web service.
To create solutions in your Siebel Business Application, follow this procedure.
To create a solution
1 In your Siebel Business Application, navigate to Administration - Solution, Solutions.
2 Add a new record and complete the fields. Some fields are described in the following table.
Field Comments
Name Display name for the solution.
FAQ If this solution is a frequently asked question (FAQ), copy the Name into this
field.
Description Enter the FAQ answer or text of the solution. Text is limited to 2 KB.
Publish External To make the solution available to Siebel E-Commerce, select this check box.
Status To make the solution available to Siebel E-Commerce, select Final.
Solutions
38
Associating Resolution Documents with Solutions
If appropriate, you can associate external documents that may contribute additional useful
information to a selected solution. These are displayed as document attachments to solutions in
Siebel E-Commerce.
To associate a resolution document with a solution
2 Select a solution to which you want to add a resolution document, and drill down on its Name
field hyperlink.
3 Click the Resolution Documents view tab and click New.
4 In the Add Resolution Document dialog box, select the document you want to associate and click
Add.
Associating Related Solutions with a Solution
If appropriate, you can associate additional solutions that may contribute additional useful
information to a selected solution. These are displayed as related solutions in Siebel E-Commerce.
To associate related solutions with a solution
2 Select a solution to which you want to add related solutions, and drill down on its Name field
hyperlink.
3 Click the Related Solutions view tab and click New.
4 In the Add Solution dialog box, select the solution you want to associate and click OK.
Solutions
(Optional) Adding a File Format to the Knowledge Base
Display
By default, Siebel E-Commerces knowledge base can display files with the formats listed in Table 5.
Table 5. MIME Types in the Knowledge Base
Extension MIME Type
.avi video/x-msvideo
.bin application/octet-stream
.c text/plain
.cc text/plain
.css text/css
.doc application/msword
.exe application/octet-stream
.gif image/gif
.htm text/html
.html text/html
.jpeg image/jpeg
.jpg image/jpeg
.pdf application/pdf
.ppt application/vnd.ms-powerpoint
.swf application/x-shockwave-flash
.txt text/plain
.vsd application/x-visio
.wav audio/wav
.wav audio/x-wav
.wma audio/x-ms-wma
.wmv video/x-ms-wmv
.xls application/vnd.ms-excel
.xml application/xml
.xml text/xml
.zip application/x-zip-compressed
Setting Up Siebel E-Commerce Process of Setting Up Background Application Functions
40
Optionally, you can add any kind of file to the knowledge base display. To add a file format to the
Siebel E-Commerce knowledge base display, follow this procedure.
To add a file format to the knowledge base display
<Or acl e_AS_HOME>/ j 2ee/ home/ appl i cat i ons/ <Sel f Ser vi ce_cont ext >/ Vi ewAr chi ve/ WEB- I NF/
Where <Oracle_AS_HOME> is the location where the Oracle Application server is installed, and
/<SelfService_context> is Siebel Self-Service Applications context. For example,
/ u01/ Or acl eAS1013/ j 2ee/ home/ appl i cat i ons/ Sel f Ser vi ce/ Vi ewAr chi ve/ WEB- I NF/ cl asses/
or acl e/ apps/ ss/ base/ model / r esour ces/
2 In a text editor, open the MIMEMap.properties file.
3 For each additional file type that you want the knowledge base to display, add a line mapping its
extension to its MIME type.
For example, to add the capacity to launch SBK files from the knowledge base, enter this line:
. sbk=appl i cat i on/ x- t book
As another example, to add the capacity to launch MP3 files from the knowledge base, enter this
line:
. mp3=audi o/ mpeg3
4 Save and close the MIMEMap.properties file.
5 Restart the application server.
Process of Setting Up Background
Application Functions
In addition to setting up application-specific functionality, you must set up certain processes and data
that apply to all functionality. These operations are described in the following topics:
Activating the Self-Service Web Services on page 41
Confirming the Self-Service Workflows Are Running on page 41
Activating Siebel Search on page 42
Adding a Responsibility and Assigning Permissions on page 42
Configuring the State Field for Addresses on page 44
Adding Accounts to a Self-Service Organization on page 45
Enabling or Disabling Application-Specific Features on page 45
Activating the Self-Service Web Services
A Web service is a discrete piece of business logic, located on the Internet, which is accessible
through Internet protocols. It is distinguished by the following characteristics:
Specified using Web Services Description Language (WSDL)
Transported by SOAP (an XML-based transport protocol)
Contains data represented in XML and defined by an XML Schema
Siebel Business Applications support both inbound and outbound Web services. Inbound Web
services allow external clients to access the data in Siebel Business Applications. Outbound Web
services allow Siebel applications to make requests to external applications.
Siebel Self-Service Applications use specific Web services to exchange data with Siebel Business
Applications and to use Siebel Business Applications as their back-end system. As part of the process
of setting up Siebel Self-Service Applications, you must activate those Web services.
For more information about activating a Web service and which Web services are specific to Siebel
E-Commerce, see Siebel Self-Service Application Deployment Guide. For details about the individual
Web services, see Siebel CRM Web Services Reference.
This task is part of Process of Setting Up Background Application Functions on page 40.
Confirming the Self-Service Workflows Are Running
You must make sure the Siebel Self-Service Applications-related workflows are running in Siebel
Business Applications, and start them if they are not.
NOTE: The workflows involved are workflow processes that are specific to your Siebel Self-Service
Applications. For more information about these workflows, see Chapter 10, Workflow Reference for
Siebel E-Commerce.
When you are doing Siebel Self-Service Applications-related setup tasks, when you do not get results
for the correct inputs in the application, or when an error message appears advising you to contact
your system administrator for setup issues, check whether the workflow processes are up and
running. To confirm whether a workflow is running, follow this procedure.
To confirm whether a workflow is running
1 In your Siebel Business Application, navigate to Administration - Business Process, Workflow
Processes.
2 In the Workflow Processes list, query for the workflow you want to check.
If the workflow is running, the value in its Status field is Active.
42
To activate a workflow in your Siebel Business Application if the workflow has failed, follow this
procedure.
NOTE: You can also publish and activate workflows in Siebel Tools. For more information about
managing workflows in Siebel Tools, see the chapter on creating workflow processes and tasks in
Using Siebel Tools.
To activate a workflow
1 In your Siebel Business Application, navigate to Administration - Business Process, Workflow
Deployment.
2 In the Repository Workflow Processes list, query for the workflow that you want to activate.
For example, to find the Branch Locator workflow, query for the workflow record whose Name is
Service Branch Locator Process.
3 With the workflow selected, click Activate.
4 To make sure the workflow process is active in the Active Workflow Processes list, query for the
workflow and confirm that its Deployment Status is Active.
For more information about activating Siebel workflows for Siebel Self-Service Applications, see
Siebel Self-Service Application Deployment Guide.
Activating Siebel Search
You must activate Oracles Siebel Search to allow Siebel E-Commerce to search for products in the
catalogs.
For more information about activating Siebel Search, see Siebel Search Administration Guide.
Adding a Responsibility and Assigning Permissions
Your Siebel Business Application includes a set of user responsibilities. Siebel Self-Service
Applications come with a predefined set of user permissions designed to work with responsibilities
in Siebel Business Applications. In Siebel Self-Service Applications, each responsibility is associated
with a group of permissions. For more information about user responsibilities and permissions, see
About Self-Service Responsibilities and Permissions on page 74.
You can create additional responsibilities in Siebel Business Applications, and assign permissions to
them in Siebel Self-Service Applications, according to the needs of your companys implementation.
If you want to create your own user responsibility and assign permissions to it, follow this procedure.
To add a responsibility and assign permissions
1 Add a new responsibility by doing the following:
a In your Siebel Business Application, navigate to Administration - Application, Responsibilities.
b Create a responsibility.
c Navigate to Administration - User, Persons.
d Assign the new responsibility to the appropriate users.
For more information about creating responsibilities and assigning them to users, see the chapter
on configuring access control in Siebel Security Guide.
2 Assign a group of permissions to the new responsibility in Siebel Self-Service Applications by
doing the following:
<Or acl e Appl i cat i on Ser ver >/ j 2ee/ home/ appl i cat i ons/ Sel f Ser vi ce/ Vi ewAr chi ve/ WEB-
I NF/ cl asses/ or acl e/ apps/ ss/ base/ model / r esour ces
b In a text editor or XML editor, open the AccessControl.xml file.
c Add an entry like the following to add the new responsibility and assign it a group of permissions:
<r esponsi bi l i t y>
<Code>New Responsi bi l i t y</ Code>
<Name>New Responsi bi l i t y</ Name>
<Descr i pt i on>New Responsi bi l i t y</ Descr i pt i on>
<Per mi ssi ons>
<Per mi ssi on>SS_UM_COMP_MANAGE_CONTACTS</ Per mi ssi on>
<Per mi ssi on>SS_UM_COMP_VI EW_ACCOUNTS</ Per mi ssi on>
<Per mi ssi on>SS_UM_COMP_VI EW_ADDR</ Per mi ssi on>
<Per mi ssi on>SS_UM_COMP_MANAGE_ADDR</ Per mi ssi on>
<Per mi ssi on>SS_UM_COMP_VI EW_CONTACTS</ Per mi ssi on>
<Per mi ssi on>SS_UM_SELF_MANAGE_PROFI LE</ Per mi ssi on>
<Per mi ssi on>SS_UM_COMP_MANAGE_ENROLLMENTS</ Per mi ssi on>
<Per mi ssi on>SS_UM_COMP_VI EW_ENROLLMENTS</ Per mi ssi on>
<Per mi ssi on>SS_UM_COMP_VI EW_ALL_ACCOUNTS</ Per mi ssi on>
<Per mi ssi on>SS_UM_VI EW_ALL_ORDERS</ Per mi ssi on>
<Per mi ssi on>SS_PAYMENT_VI EW_ALL_PAYMENTS</ Per mi ssi on>
<Per mi ssi on>SS_UM_COMP_VI EW_ALL_SERVI CE_REQUESTS</ Per mi ssi on>
</ Per mi ssi ons>
</ r esponsi bi l i t y
d Save and close the AccessControl.xml file.
The users you associated with the new responsibility can now access your companys Siebel Self-
Service Applications with the permissions you assigned to the responsibility.
44
Permissions Syntax and Definitions
The syntaxes and definitions of Siebel Self-Service Applications permissions are listed in Table 6.
Configuring the State Field for Addresses
Siebel Self-Service Applications display a State field on the address portion of registration pages. By
default, this field has an upper limit of 52 selections and a seeded pick list of two-letter U.S. state
codes. For deployments in countries other than the United States, you must reconfigure the field to
display the countrys provinces or departments in the pick list, and to allow for the appropriate
number of selections. You can reconfigure the State field by the following methods:
Allow more values in the State field LOV by modifying the Picklist State search specification in
Siebel Tools. For more information on modifying a search specification in Oracles Siebel Tools,
see 540278.1 (Doc ID) on OracleMetaLink 3.
Constrain the State field LOV by the selection in the Country field. For more information on
constraining a list of values by the value of another field, see 530007.1 (Doc ID) on
OracleMetaLink 3.
Edit or remove the State fields LOV record in the application, and create a new LOV. For more
information about configuring and constraining pick lists in Siebel Business Applications, see
Configuring Siebel Business Applications.
Table 6. Permission Codes and Descriptions
Permission Code Permission Description
SS_UM_SELF_MANAGE_PROFILE Managing personal profile
SS_UM_COMP_VIEW_ACCOUNTS Viewing accounts page
SS_UM_COMP_VIEW_ADDR Viewing corporate address page
SS_UM_COMP_MANAGE_ADDR Managing corporate addresses
SS_UM_COMP_VIEW_CONTACTS Viewing corporate contacts
SS_UM_COMP_MANAGE_CONTACTS Managing corporate contacts
SS_UM_COMP_VIEW_ENROLLMENTS Viewing enrollment approvals
SS_UM_COMP_MANAGE_ENROLLMENTS Managing enrollment approvals
SS_UM_COMP_VIEW_ALL_ACCOUNTS Viewing all accounts in the company
SS_UM_VIEW_ALL_ORDERS Viewing all orders in the company
MERCHANT_SUPER_USER Performing super-user tasks for a company
SS_PAYMENT_VIEW_ALL_PAYMENTS Viewing all payments in the company
SS_UM_COMP_VIEW_ALL_SERVICE_REQUESTS Viewing all SRs for all accounts within a
specific company, including individual
accounts
Adding Accounts to a Self-Service Organization
When a delegated customer administrator registers an organization in B2B Siebel Self-Service
Applications that your company has deployed, that organization appears as an account in your
company's Siebel Business Application. If that organization includes subordinate accounts, the
delegated customer administrator must contact your company and ask for those accounts to be
added to the organization.
As a sales representative, service representative, or administrator at the deploying company, you
fulfill this request by performing the following procedure.
To add accounts to a self- service organization
1 In your Siebel Business Application, locate the registered organizations account record.
2 Designate the registered organization as a parent account.
3 Add the subordinate accounts as child accounts of that parent account.
Depending on whether the accounts that the delegated customer administrator requested
already exist in your company's Siebel Business Application, do one of the following:
Create the child accounts, then add them to the hierarchy.
Locate the existing accounts and add them to the hierarchy as child accounts.
The child accounts from the Siebel Business Application will appear in the Siebel Self-Service
Applications as subordinate accounts associated with the registered organization.
For more information about creating accounts, see the chapter on accounts in Siebel Applications
Administration Guide. For more information about setting up account hierarchies, see the chapter on
global accounts in Siebel Applications Administration Guide.
Enabling or Disabling Application-Specific Features
You can enable or disable the Siebel E-Commerce-specific features, Siebel E-Support-specific
features, and Siebel Chat-specific features in your Siebel Self-Service Applications implementation
by setting the ENABLE_ECOMMERCE, ENABLE_ESERVICE, and ENABLE_CHAT parameters,
respectively. To do so, follow this procedure.
NOTE: The parameters described in this topic relate to the settings in the deploying company.
Therefore, how you set each of these parameters will affect all the sites in your Siebel Self-Service
Applications deployment in the same way.
46
To enable or disable application- specific features
<Or acl e Appl i cat i on Ser ver >/ j 2ee/ home/ appl i cat i ons/ Sel f Ser vi ce/ Vi ewAr chi ve/ WEB-
I NF/ cl asses/ or acl e/ apps/ ss/ base/ model / r esour ces
3 Depending on whether you want to enable or disable Siebel E-Commerce-specific features, Siebel
E-Support-specific features, and Siebel Chat-specific features, set the parameters listed in the
following table.
For more information about the specific features and functions that are enabled or disabled by
the various parameter settings, see ENABLE Parameter Settings on page 48.
The settings for these parameters are displayed in the Read-Only Settings page of the Site
Administration UI. For more information about viewing these settings, see Managing Read-Only
Application Settings on page 65.
Parameter Settings
ENABLE_ECOMMERCE The following are the settings:
Y: (default) enables Siebel E-Commerce-specific features.
N: disables Siebel E-Commerce-specific features.
Null: disables Siebel E-Commerce-specific features (same
effect as N).
ENABLE_ESERVICE The following are the settings:
Y: (default) enables Siebel E-Support-specific features.
N: disables Siebel E-Support-specific features.
Null: disables Siebel E-Support-specific features (same effect
as N).
ENABLE_CHAT The following are the settings:
Y: (default) enables Siebel Chat-specific features. The links to
Siebel Chat from Siebel Self-Service Applications are enabled.
N: disables Siebel Chat-specific features. The links to Siebel
Chat from Siebel Self-Service Applications are disabled.
Null: disables Siebel Chat-specific features (same effect as N).
The links to Siebel Chat from Siebel Self-Service Applications
are disabled.
ENABLE_RTD Available if ENABLE_ECOMMERCE=Y and ENABLE_ESERVICE=Y.
Allows companies that deploy both Siebel E-Commerce and Siebel
E-Support to use RTD to push offers on their Siebel E-Support
sites. RTD is integrated with Siebel E-Commerce by default.
To activate this feature, you must do the following:
Purchase an RTD license.
Set this parameter to Y.
Add the RTD Hot Offer region to a Siebel E-Support page.
Setting Up Siebel E-Commerce ENABLE Parameter Settings
48
ENABLE Parameter Settings
This topic describes in detail the effects of the ENABLE parameter settings on the pages, page
regions, tabs, and links displayed in your Siebel Self-Service Applications. The following topics are
included:
Effects of ENABLE Settings on Other Application Settings on page 48
Effects of ENABLE Settings on Third-Level Menus on page 49
Effects of ENABLE Settings on Features on page 50
Custom Configurations and ENABLE Settings on page 51
NOTE: The parameters described in these topics are application settings. Therefore, how you set
these parameters affects all the sites in your Siebel Self-Service Applications deployment.
For more information about how to set the ENABLE parameters, see Enabling or Disabling Application-
Specific Features on page 45.
Effects of ENABLE Settings on Other Application
Settings
The ENABLE_ECOMMERCE and ENABLE_ESERVICE parameter settings affect the other application
settings displayed in the Siebel Self-Service Applications Site Administration UI as described in
Table 7.
For more information about application settings, see Process of Managing Application Settings on
page 62.
Table 7. Effects of ENABLE Parameters on Application Settings
ENABLE Settings Effects on Application Settings
ENABLE_ECOMMERCE=Y
ENABLE_ESERVICE=Y
All Siebel E-Commerce-specific and Siebel E-Support-specific
parameters become required.
ENABLE_ECOMMERCE=Y
ENABLE_ESERVICE=N
All Siebel E-Commerce-specific parameters become required. Siebel E-
Support-specific parameters remain exposed, but become optional.
ENABLE_ECOMMERCE=N
ENABLE_ESERVICE=Y
All Siebel E-Support-specific parameters become required. Siebel E-
Commerce-specific parameters remain exposed, but become optional.
Effects of ENABLE Settings on Third-Level Menus
The effects of ENABLE parameter settings on third-level menus are described in Table 8.
Table 8. Effects of ENABLE Parameters on Menus
Second-
Level Menus
Third-Level
Menus
ENABLE_ECOMMERCE=Y
ENABLE_ESERVI CE=Y
ENABLE_ECOMMERCE=Y
ENABLE_ESERVI CE=N
ENABLE_ECOMMERCE=N
ENABLE_ESERVI CE=Y
My Accounts Overview Exposed Exposed Exposed
Personal Exposed Exposed Exposed
Company Exposed Exposed Exposed
Product My Products Exposed Exposed Exposed
Browse Exposed Exposed Hidden
Shopping Cart Exposed Exposed Hidden
Order Status Exposed Exposed Exposed
Support Knowledge Base Exposed Hidden Exposed
Contact Us Exposed Exposed Exposed
Service Request Exposed Hidden Exposed
50
Effects of ENABLE Settings on Features
The effects of ENABLE parameter settings on the regions, tabs, and links of Siebel Self-Service
Applications pages that have both Siebel E-Commerce and Siebel E-Support features are described
in Table 9.
Table 9. Effects of ENABLE Parameters on Features
Page
Region, Tab,
or Link
ENABLE_ECOMMERCE=Y
ENABLE_ESERVI CE=Y
ENABLE_ECOMMERCE=Y
ENABLE_ESERVI CE=N
ENABLE_ECOMMERCE=N
ENABLE_ESERVI CE=Y
My Accounts -
Overview
Quick Links Exposed Exposed Exposed
Change Payment
Method is hidden.
Look Up Exposed Exposed
Request option is
removed from the
list.
Exposed
My Service
Requests
Exposed Hidden Exposed
My Orders Exposed Exposed Exposed
My Products Exposed Exposed Exposed
My Profile Exposed Exposed Exposed
Need More
Help?
Exposed Exposed
KM link is hidden.
Exposed
My Accounts -
Personal
User Profile Exposed Exposed Exposed
Address Book Exposed Exposed Exposed
Payment Exposed Exposed Hidden
My Products Asset List Exposed Exposed Exposed
Asset Details Exposed Exposed Exposed
Open Orders Exposed Exposed Hidden
ABO Exposed Exposed Hidden
Product
Details
Learn More Exposed Hidden Entire Product
Details page is
hidden.
Order Status Copy to Order Exposed Exposed Hidden
Cancel Order Exposed Exposed Hidden
Footer Contact Us Exposed Exposed Exposed
Custom Configurations and ENABLE Settings
This topic lists some general effects and issues of the ENABLE settings regarding custom
configurations:
Your company might want to configure more granular access permissions to product features
than Siebel Self-Service Applications offer by default. For example, you might want to allow some
users to see service requests, but not update them. As another example, you might want to allow
some users to see the product catalog but not buy products.
Your company might want to enable selected features from Siebel E-Commerce in Siebel E-
Support, or the other way around. For example, you might want to deploy Siebel E-Commerce
only, but with Knowledge Management included. As another example, you might want to deploy
Siebel E-Support only, but with Open Orders included.
To accomplish configurations like these, set both ENABLE_ECOMMERCE and ENABLE_ESERVICE
parameters to Y, and then customize your Siebel Self-Service Applications menus accordingly.
For more information on the menu model and customizing menus, see Siebel Self-Service
Application Developers Guide.
52
4 Integrating Siebel E-Commerce
with Third-Party Applications
This chapter describes the integration of Siebel E-Commerce with third-party Knowledge
Management (KM) applications, and contains the following topics:
About Integrating Siebel E-Commerce with Third-Party Knowledge Management on page 53
Process of Integrating Siebel E-Commerce with Third-Party Knowledge Management on page 56
About Integrating Siebel E-Commerce
with Third-Party Knowledge
Management
For deploying companies that want to integrate Siebel E-Commerce with a custom or third-party
Knowledge Management (KM) product, Siebel E-Commerce offers a sample interface that may
facilitate the integration. This interface is released as sample code. This chapter describes steps that
you can take to substitute a third-party KM system for the default Siebel Solutions.
To integrate Siebel E-Commerce with a third-party KM system from the third-party application side,
you must first have the KM system up and running, and the third-party KM capabilities must be
exposed as Web services. Also, the third-party system may require additional configuration for
successful integration with Siebel E-Commerce.
For more information about configuring a third-party KM system, see your third-party KM
applications documentation.
NOTE: If a third-party KM system is not Web service-enabled, you may want to consider using Siebel
Search to access the third-party system's solutions and bring them in to Siebel Solutions. Siebel E-
Commerce in turn receives the solutions from the Siebel Solutions Web services.
For more information about integrating Oracles Siebel Search to perform searches of third-party
systems, see Siebel Search Administration Guide.
Siebel E-Commerce uses the Search Solution Service and the Retrieve Attachment Service Web
services to retrieve KM solutions and attachments. For more information about activating a Web
service and which Web services are specific to Siebel E-Commerce, see Siebel Self-Service
Application Deployment Guide. For details about the individual Web services, see Siebel CRM Web
Services Reference.
Integrating Siebel E-Commerce with Third-Party Applications About Integrating
Siebel E-Commerce with Third-Party Knowledge Management
54
Knowledge Management Architecture
Siebel E-Commerce displays KM solutions provided by its KM DataControl module. KM DataControl,
in turn, draws KM solutions from its back-end system, either Siebel Solutions or an integrated third-
party KM application, to populate the View Objects. The back-end KM system is composed of a search
engine, database, and server, which work together to send KM solutions to Siebel E-Commerce's KM
DataControl module, on request, in real time.
By default, Siebel E-Commerce uses Siebel Solutions as its KM provider, and the integration is pre-
built. If your company wants to use a third-party KM system instead of Siebel Solutions, then you
must perform the integration tasks described in this chapter.
These concepts are illustrated in Figure 1.
Figure 1. Siebel E-Commerce KM Topology
Integrating Siebel E-Commerce with Third-Party Applications About Integrating
View Objects and Knowledge Management Integration
A View Object (VO) is an entity that holds data that is optimized for a particular user interface, to
be rendered in Web pages. A VO is the equivalent of a Business Component in Siebel Business
Applications. In Siebel Self-Service Applications, a VO is a framework component that encapsulates
a SQL query and simplifies working with its results.
VO attributes in Siebel Self-Service Applications are populated with data coming from the Siebel Web
service. Each VO has a proxy file, a mapping file that is bound to the Siebel Business Application Web
service and maps the VO fields to the corresponding Web service fields. VO fields are populated from
the Web service.
Physically, each Siebel E-Commerce Knowledge Management VO is composed of several files, which
are described in Table 10.
Siebel E-Commerce comes with a set of VOs that are specific to Siebel Solutions, allowing Siebel E-
Commerce to display the solutions stored in the Siebel Business Application database. The Siebel E-
Commerce VOs are described in Table 11.
Table 10. View Object Files
File Description
<ViewObjectName>VO.xml Contains information about attributes and their data types.
<ViewObjectName>VOImpl.java Contains a method that calls the KM Web service to retrieve
data.
<ViewObjectName>VORowImpl.java Contains logic that retrieves and sets
<ViewObjectName>VO.xml attributes.
Table 11. Knowledge Management View Objects in Siebel E-Commerce
View Object Description
AlertsVO Displays solutions that have a Solution Type of Alerts in the Top
Alerts List.
ArticleLOVVO Renders the knowledge base article list of values (LOV).
DecisionTreeQuestionsVO (Sample code that may facilitate third-party integration.)
DecisionTreeSolutionsVO (Sample code that may facilitate third-party integration.)
DocDetailsVO Retrieves solution details.
DocHeadersVO Displays data related to solution headers, for example, title,
solution number, and so on.
NarrowArticleListVO Shows solution types in the Narrow by panel.
NarrowCategoryListVO (Placeholder for future functionality.)
NewsVO Displays solutions that have a Solution Type of News/Product News
in the Top News List.
Integrating Siebel E-Commerce with Third-Party Applications Process of Integrating
56
Substitution Rules and Knowledge Management Integration
Additionally, to display solutions from a third-party system in Siebel E-Commerce, you must
deactivate the set of VOs that retrieves KM information from Siebel Solutions and activate the third-
party VOs. You do this through substitution rules, which substitute one object or entity for another
at run time.
By default, Siebel E-Commerce uses VO substitution rules that substitute the Siebel Solutions VOs
for the sample third-party VOs. To use a third-party KM system and the sample VOs with Siebel E-
Commerce, you must deactivate these substitution rules so that Siebel E-Commerce uses the sample
VOs instead of the Siebel Solutions VOs. Alternatively, if you write new VOs for a third-party system,
you must replace the default substitution rules with substitution rules that point to the third-party
system VOs you have created.
Process of Integrating Siebel E-
Commerce with Third-Party Knowledge
Management
The process of integrating Siebel E-Commerce with a third-party Knowledge Management application
is as follows:
1 Activating the appropriate VOs by doing one of the following:
Substituting Sample Third-Party View Objects for Siebel Solutions View Objects on page 57
Creating View Objects and Adding Substitution Rules on page 57
2 Establishing a Connection to the Knowledge Management System on page 60
PopularProductCategoriesVO (Placeholder for future functionality, or may be used by third-party
integration.)
PopularSolutionTypesVO Displays seeded Popular Solution Types in the Popular Solution
Types List.
ProductLOVVO Renders the product LOV.
RankVO (Sample code that may facilitate third-party integration.)
RatingLovVO (Sample code that may facilitate third-party integration.)
RelatedArticlesVO Displays related attachments.
SearchResultsVO Displays KM search results.
ThirdpartyRankVO (Sample code that may facilitate third-party integration.)
TopFaqsVO Displays the Top FAQs list.
Table 11. Knowledge Management View Objects in Siebel E-Commerce
View Object Description
Substituting Sample Third-Party View Objects for Siebel
Solutions View Objects
Siebel E-Commerce includes a set of Siebel Solutions-specific VOs in its \km directory and a
corresponding set of sample third-party application VOs in its \km\thirdparty directory. By default,
Siebel E-Commerce's KM functionality uses the Siebel Solutions-specific VOs. To substitute the
sample third-party application VOs for the Siebel Solutions VOs, follow this procedure.
This task is a step in Process of Integrating Siebel E-Commerce with Third-Party Knowledge
Management on page 56.
To change view obj ects and add substitution rules
1 Do one of the following:
If you have OAS, navigate to the following directory.
<OAS_HOME>/ j 2ee/ home/ appl i cat i ons/ Sel f Ser vi ce/ Vi ewCont r ol l er / WEB- I NF/ cl asses
If you have Jdeveloper, navigate to the following directory.
\ apps_sel f ser vi ce\ sr c\ apps\ sel f ser vi ce\ Model \ sr c
2 In a text editor, open the model.jpx configuration file.
3 Go to the end of the file and comment out the following section:
<Subst i t ut es>
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. Al er t sVO" NewName
=" or acl e. apps. ss. base. model . km. Al er t sVO" / >
. . .
</ Subst i t ut es>
4 Save and close the model.jpx file.
Siebel E-Commerce is now configured to retrieve documents from a third-party KM system. Make
sure that your third-party KM system is up and running, and that your customized Web service
integration is mapped to the third-party VOs appropriately.
Creating View Objects and Adding Substitution Rules
If you would like to create new VOs instead of using the Siebel KM VOs or the third-party KM sample
VOs as starting points, follow this procedure to facilitate customization.
To create view obj ects and add substitution rules
1 Create a new directory for third-party KM application VOs, for example:
or acl e\ apps\ ss\ base\ model \ cust omer km
58
2 Examine the Siebel VO files in the following directory:
or acl e\ apps\ ss\ base\ model \ km
3 Referring to the VOs defined in the \km directory, create VOs for your own KM system in the
\customerkm directory that correspond to the following VOs:
Or acl e. apps. ss. base. model . km. Al er t sVO
Or acl e. apps. ss. base. model . km. Ar t i cl eLOVVO
Or acl e. apps. ss. base. model . km. Deci si onTr eeQuest i onsVO
Or acl e. apps. ss. base. model . km. Deci si onTr eeSol ut i onsVO
Or acl e. apps. ss. base. model . km. DocDet ai l sVO
Or acl e. apps. ss. base. model . km. DOCHeader VO
Or acl e. apps. ss. base. model . km. Nar r owAr t i cl eLi st VO
Or acl e. apps. ss. base. model . km. Nar r owCat egor yLi st VO
Or acl e. apps. ss. base. model . km. NewsVO
Or acl e. apps. ss. base. model . km. Popul ar Pr oduct Cat egor i esVO
Or acl e. apps. ss. base. model . km. Popul ar Sol ut i onTypesVO
Or acl e. apps. ss. base. model . km. Pr oduct LOVVO
Or acl e. apps. ss. base. model . km. RankVO
Or acl e. apps. ss. base. model . km. Rat i ngLovVO
Or acl e. apps. ss. base. model . km. Rel at edAr t i cl esVO
Or acl e. apps. ss. base. model . km. Sear chResul t sVO
Or acl e. apps. ss. base. model . km. Thi r dpar t yRankVO
Or acl e. apps. ss. base. model . km. TopFaqsVO
Create VOs that correspond to the Siebel VOs, but that are specific in design and format to the
third-party KM system. For more information about your KM system's VO setup requirements,
see your KM system documentation.
If you have OAS, navigate to the following directory.
<OAS_HOME>/ j 2ee/ home/ appl i cat i ons/ Sel f Ser vi ce/ Vi ewCont r ol l er / WEB- I NF/ cl asses
If you have Jdeveloper, navigate to the following directory.
\ apps_sel f ser vi ce\ sr c\ apps\ sel f ser vi ce\ Model \ sr c
5 In a text editor, open the model.jpx configuration file.
6 Go to the end of the file and comment out the following section:
<Subst i t ut es>
=" or acl e. apps. ss. base. model . km. Al er t sVO" / >
. . .
</ Subst i t ut es>
7 Create a new <Substitutes> section, with substitution rules that tell Siebel E-Commerce to use
the VOs that you created in the \ cust omer kmdi r ect or y. Use the following syntax:
<Subst i t ut es>
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. <KMType_1>VO"
NewName=" or acl e. apps. ss. base. model . cust omer km. <KMType_1>VO" / >
. . .
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. <KMType_n>VO"
NewName=" or acl e. apps. ss. base. model . cust omer km. <KMType_n>VO" / >
<Subst i t ut es>
For example:
<Subst i t ut es>
=" or acl e. apps. ss. base. model . cust omer km. Al er t sVO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. TOPFaqsVO" NewName
=" or acl e. apps. ss. base. model . cust omer km. TOPFaqsVO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. NewsVO" NewName
=" or acl e. apps. ss. base. model . cust omer km. NewsVO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. RankVO" NewName
=" or acl e. apps. ss. base. model . cust omer km. RankVO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. DocDet ai l sVO"
NewName =" or acl e. apps. ss. base. model . cust omer km. DocDet ai l sVO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. Sear chResul t sVO"
NewName =" or acl e. apps. ss. base. model . cust omer km. Sear chResul t sVO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. Pr oduct LOVVO"
NewName =" or acl e. apps. ss. base. model . cust omer km. Pr oduct LOVVO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. Rel at edAr t i cl esVO"
NewName =" or acl e. apps. ss. base. model . cust omer km. Rel at edAr t i cl esVO" / >
<Subst i t ut e Ol dName
=" or acl e. apps. ss. base. model . km. t hi r dpar t y. Popul ar Sol ut i onTypesVO" NewName
=" or acl e. apps. ss. base. model . cust omer km. Popul ar Sol ut i onTypesVO" / >
=" or acl e. apps. ss. base. model . km. t hi r dpar t y. Nar r owCat egor yLi st VO" NewName
=" or acl e. apps. ss. base. model . cust omer km. Nar r owCat egor yLi st VO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. Ar t i cl eLOVVO"
NewName =" or acl e. apps. ss. base. model . cust omer km. Ar t i cl eLOVVO" / >
=" or acl e. apps. ss. base. model . km. t hi r dpar t y. Deci si onTr eeSol ut i onsVO" NewName
=" or acl e. apps. ss. base. model . cust omer km. Deci si onTr eeSol ut i onsVO" / >
=" or acl e. apps. ss. base. model . km. t hi r dpar t y. Deci si onTr eeQuest i onsVO" NewName
=" or acl e. apps. ss. base. model . cust omer km. Deci si onTr eeQuest i onsVO" / >
<Subst i t ut e Ol dName =" or acl e. apps. ss. base. model . km. t hi r dpar t y. DOCHeader VO"
NewName =" or acl e. apps. ss. base. model . cust omer km. DOCHeader VO" / >
=" or acl e. apps. ss. base. model . km. t hi r dpar t y. Nar r owAr t i cl eLi st VO" NewName
=" or acl e. apps. ss. base. model . cust omer km. Nar r owAr t i cl eLi st VO" / >
. . .
</ Subst i t ut es>
60
8 Save and close the model.jpx file.
Siebel E-Commerce no longer substitutes the Siebel Solutions-specific VOs in its \km directory
for the corresponding generic third-party application-enabled VOs in its \km\thirdparty directory.
Instead, Siebel E-Commerce substitutes the custom third-party application-enabled VOs you
created in the \customerkm directory for the generic third-party VOs in the \km\thirdparty
directory.
Establishing a Connection to the Knowledge
Management System
To integrate Siebel E-Commerce with a third-party KM application, you must establish a connection
from Siebel E-Commerce to the third-party application by doing the following:
Set up a connection to the third-party vendors Web service.
Specify authentication to access the KM system from Siebel E-Commerce.
To establish a connection to the KM Web service
<OAS_HOME>\ j 2ee\ home\ appl i cat i ons\ Sel f Ser vi ce\ cl asses\ or acl e\ apps\ ss\ base\ model \ r e
sour ces
3 Set parameters as shown in the following table.
5 If Siebel E-Commerce has already been deployed, rebuild and redeploy the application.
For more information about building and deploying Siebel E-Commerce, see Siebel Self-Service
Application Deployment Guide.
Parameter Setting
KNOWLEDGE_MGMT_WS_URL Web service URL of the third-party KM vendor
KNOWLEDGE_MGMT_USERNAME User name for authenticating with the third-party KM vendor
KNOWLEDGE_MGMT_PASSWORD Password for authenticating with the third-party KM vendor
5 Application and Site Settings for
Siebel E-Commerce
This chapter covers the application settings, site settings, and system settings for Siebel E-
Commerce. It includes the following topics:
About Application, Site, and System Settings on page 61
Roadmap for Defining Application and Site Settings on page 61
Process of Managing Application Settings on page 62
Process of Managing Site Settings on page 66
Copying Site Settings on page 70
Managing System Settings on page 70
About Application, Site, and System
Settings
Application settings and site settings allow you to define a different look and feel and different
behavior among the Web sites in one implementation of Siebel E-Commerce or Siebel E-Support,
depending on the market segment of the customer using it.
There are the following types of settings:
Application settings. Apply to all the sites of your self-service implementation. You can specify
default page templates for all sites and exceptions based on conditions such as user types,
product categories and service request types.
Site settings. Apply to the individual sites of your self-service implementation. You can specify
many different features of each site, which change depending on the user type.
System settings. Allow you to control the cache components, such as flushing or exporting the
cache components.
For example, you can use site settings to give the same Web site a different look and feel for
business-to-consumer (B2C) users and for business-to-business (B2B) users. Some of these settings
can be changed in the Site Administration page. However, read-only application settings must be
changed by setting parameters in the Properties file.
Roadmap for Defining Application and
Site Settings
Though it is not required, it is best to define the application settings and site settings in the following
sequence:
Application and Site Settings for Siebel E-Commerce Process of Managing Application
Settings
62
Define application settings. You can define some application settings through the Application
Settings user interface, but read-only application settings must be defined in the Properties file
by a more technical user. For more information, see Process of Managing Application Settings on
page 62.
Define site settings for one site. With the Site Settings user interface, define all site settings
for one site. Test the behavior to verify that it is working as you want. For more information, see
Process of Managing Site Settings on page 66.
Copy the site settings. Create the site settings of other sites by copying the settings for the
first site. Most Site settings will be the same as those used in the first site. For more information,
see Copying Site Settings on page 70.
Define site settings for other sites. In the Site Settings user interface, change only the
settings that are different between sites (such as such as site skins, catalogs, shipping and
payment methods). For more information, see Process of Managing Site Settings on page 66.
Process of Managing Application
Settings
To define application settings, perform the following tasks:
Managing Page Template Application Settings on page 62
Managing Read-Only Application Settings on page 65
Managing Siebel E-Commerce Application Settings on page 66
Managing Page Template Application Settings
You can use the page template application settings to define a default template and exception
templates for the following pages:
Home Page
Browse Product Categories
Browse Products
Product Details
Checkout Start Page
Service Request Start Page
My Accounts Page
Promotion Details Page
This task is a step in Process of Managing Application Settings on page 62.
For information about how to create custom templates to use in these pages, see Siebel Self-Service
Application Developers Guide.
Settings
For each of these pages, you select a default template. In addition, you can specify that alternative
templates are displayed under certain conditions. Conditions can be based on:
User Type. You can display a different home page for B2C, B2B, and anonymous users, and
display a different Checkout Start page for B2C and B2B users, and to display a different My
Accounts page for B2B users.
Product Category. You can display a different Categories page, Products page, Product Details
page, or Promotion Details page for a specific product category.
Service Request Type. You can define a default template for the Service Request start page.
Then using Page Mapping Exceptions, you can assign different templates for the start page for
specific service request types.
NOTE: You can also define the alternatives to the default value for the home page by using general
site settings, described in Process of Managing Site Settings on page 66.
To define template application settings
1 Navigate to the Site Administration, Application, and then Page Templates view.
2 In the Page Templates list, select the default template for each page in the list, and click Save.
3 To define exceptions to these defaults, in the Page Mapping Exceptions area:
a Click Add to add a new row to the exceptions list.
b In the new row, enter the settings described in the following table.
Field Description
Page Name Select a page that you want to define an exception for.
Condition Displays the condition that is the basis of the exception. The condition
is automatically populated based on the Page Name that you selected.
The condition User Type appears for:
Home Page
Checkout Start Page
My Accounts Page
The condition Product Category appears for:
Categories page
Products page
Product Details page
Promotion Details page
The condition SR Type appears for Service Request Start page.
Settings
64
c Click Save.
The rule is saved if it is valid, or an error message appears if it is invalid. Validity of the rule
is checked as follows:
It has all required fields entered.
The end date is not earlier than todays date.
There are not two template mapping rules for a page with the same condition values and
different templates for overlapping time periods.
Sorting and Deleting Page Mapping Exceptions
You can sort or delete these exceptions.
To sort page mapping exceptions
In the Page Mappings Exceptions list, click the heading of a field.
NOTE: By default, the Page Mapping Exceptions list is sorted by page name.
Condition Value Select the value that this condition must have to display the exception
page. The Condition Values that you can select depend on the
Condition that you selected:
If the condition is User Type, the condition value can be B2B, B2C,
Anonymous
If the condition is Product Category, you navigate through the
category tree to select one of the product categories defined in the
catalog. You can select any category except the category that is
the top node of a tree of categories.
NOTE: If a category is later removed from the product catalog,
any conditions that use this category automatically no longer
apply. No action is needed to disable these conditions.
If the condition is SR Type, the condition value can be Trouble
Ticket, Technical Problem, Support Site, Installation, Defective
Product, Billing Problem, Request for Information, or Case.
Template Select the template to be displayed for the selected condition.
Start Enter the start date when this exception becomes effective. If you do
not enter a value, it defaults to todays date.
End Enter the end date when this exception is no longer effective. If you do
not enter a value, the exception remains effective indefinitely.
Field Description
Settings
To delete a page mapping exception
1 In the Page Mapping Exceptions list, select the check box next to the record you want to delete.
2 Click Delete.
A delete confirmation dialog box appears.
3 Confirm the deletion.
Managing Read-Only Application Settings
Read-only application settings allow you to define a variety of settings that are shared among all
your sites. You define these settings in the appropriate properties file. You can view the current
values and descriptions of these settings in the Read Only application settings tab.
Defining Read-Only Application Settings
Because the application interface is read-only, you define these settings by editing a properties file.
To define read- only application settings
1 With any text editor, edit the file SelfServiceConfiguration.properties.
2 Within this file, set the values of the parameters as described in the Description field of the Read
Only tab.
For information on how to display this tab, see Viewing Read-Only Application Settings.
Viewing Read-Only Application Settings
The Read Only tab allows you to view the values of read-only application settings that are set in the
properties file.
These settings are sorted by their description. Descriptions begin with a keyword that categorizes
the setting, such as Application or User Management.
To view application settings
1 Navigate to the Site Administration, Application, and then Read Only view.
The drop-down list tells you how many settings are in the list and which of these you are viewing.
2 Click Next 20 and Previous 20 to browse through all the settings.
3 Use the drop-down list to display the settings based on their location in the list.
Application and Site Settings for Siebel E-Commerce Process of Managing Site
Settings
66
Managing Siebel E-Commerce Application Settings
The read-only application settings for Siebel E-Commerce allow you to define configuration settings
that are shared among all your sites and that are specific to Siebel E-Commerce. These settings
control Siebel E-Commerce browse behavior, shopping cart, and order status.
For information on how to set these parameters, see Managing Read-Only Application Settings on
page 65. The description fields for the Siebel E-Commerce settings begin with the word eCommerce.
Process of Managing Site Settings
To define site settings, perform the following tasks:
Adding, Deleting and Modifying Self-Service Sites on page 66
Managing General Site Settings on page 67
Managing Catalog Site Settings on page 68
Managing Cart and Checkout Site Settings on page 69
Managing Assets Site Settings on page 69
Adding, Deleting and Modifying Self-Service Sites
You can add a new site, and you can modify or delete an existing site.
This task is a step in Process of Managing Site Settings on page 66.
To add a site
1 Navigate to the Site Administration, Sites, and then List view.
The view displays a list of all your Web sites.
2 In the List tab, click Add.
The application displays the General tab for this site, where you enter information for it, as
described in Managing General Site Settings on page 67.
To delete a site
2 In the List tab, select the option for one of the sites in the list.
3 Click Delete.
Settings
To modify a site
3 Click the other tabs and modify their settings.
Managing General Site Settings
Use the General site settings tab to enter general information about a site when you create a new
site, or use it to modify general information about an existing site.
To define general site settings
1 Navigate to the Site Administration, Sites, and then General view.
You are taken to this view automatically when you add a new site to the sites list.
2 In the General tab, enter the settings described in the following table.
Field Description
Name Enter the name of the site. If you enter a name that already exists, an
error message appears asking you to enter a different name.
Category Select Consumer or Business, depending on whether the site is for B2C
or B2B sales.
Status The Public option is selected by default, but you can select Private.
Status indicates the following:
Public. The site can be accessed by any user.
Private. The site can accessed only by certain privileged users
who have access to the site's deep link.
Skin Enter the address and name of the Application Development
Framework (ADF) skin for this site.
Deep Link Code Enter a code of no more than 25 characters. This deep link code is a
short character code to describe the site and is used in deep links by
third parties to reference a particular site page or product page, rather
than accessing that page through a dynamically generated URL.
Secure URL Prefix Enter the URL of the directory used to hold the secure pages for this
site.
Non-Secure URL
Prefix
Enter the URL of the directory used to hold non-secure pages for this
site.
Settings
68
3 Click Save.
Managing Catalog Site Settings
The Catalogue tab allows you to specify the catalogs and price lists used on this site. Products will
be displayed to customers only if they are in both a catalog that you specify and the price list that
you specify.
NOTE: If there is a price list associated with a users account, it takes precedence over the price list
for the site.
To define catalog site settings
1 Navigate to the Site Administration, Sites, and then Catalogue view.
2 In the Catalogue tab, enter the settings described in the following table.
Locale To specify the locales where this site will be available, click the arrow
buttons to move locales from the All Locales list to the Available
Locales list.
Default Locale Enter a default locale, which will be used if the site does not support
the locale identified in the user's browser.
Home Page Template
Mappings
Specify different home pages for different users. You specify home
pages in the same way that you specify different home pages in the
Page Mapping Exceptions area for template application settings,
described in Managing Page Template Application Settings on page 62.
If the settings in this field evaluate to true, they take precedence over
the settings in the Page Mapping Exceptions area. They apply to this
site only.
Effective Start Date Enter the date when the site becomes available.
Effective End Date Enter the date when the site is no longer available. If you do not enter
a value in this field, the site remains available indefinitely.
Field Description
Default Price List for
B2C and Anonymous
Users
Select a price list for B2C and anonymous users.
Default Price List for
B2B Users
Select a price list for B2B users.
Field Description
Settings
3 Click Save.
Managing Cart and Checkout Site Settings
The Cart & Checkout tab allows you to specify which shipping priorities, payment methods, and credit
cards the customer can select on this site.
To define cart and checkout site settings
1 Navigate to Site Administration, Sites, and then Cart & Checkout.
2 To specify B2C settings, if necessary, click the plus (+) icon next to B2C, and do the following:
a In the Shipping Priorities area, use the arrow buttons to move the shipping priorities that you
want from the Available list to the Selected list, and use the drop-down list to select the
default shipping method.
b In the Payment Methods area, use the arrow buttons to move the payment methods that you
want from the Available list to the Selected list, and use the drop-down list to select the
default payment method.
c In the Credit Cart Types area, use the arrow buttons to move the credit cards that you want
from the Available list to the Selected list, and use the drop-down list to select the default
credit card type.
d Select the Authorize Credit Card check box to allow the site to authorize a credit card transaction
before an order is confirmed (if the user selects credit card as the payment method).
3 To specify B2B settings, if necessary, click the plus (+) icon next to B2B, and specify the options
in the same way that you did for B2C settings.
4 Click Save
Managing Assets Site Settings
The assets area allows you to specify whether the site will prompt the customer to enter shipping
and billing details when the customer places an order to modify an asset.
Automatically Open
Shopping Cart
Select this check box to automatically display the shopping cart
whenever the user adds a product to the cart.
Catalogs: Display To display all catalogs, select the All catalogs on this site option. To
display selected catalogs:
Select the Only below catalogs on this site.
Use the arrow buttons to move the catalogs that you want from the
Available Catalogues list to the Selected Catalogues list.
Field Description
Application and Site Settings for Siebel E-Commerce Copying Site Settings
70
Select these options if the shipping or billing address for the order to modify the asset might be
different from the sold to or billing address for the asset.
To define assets site settings
1 Navigate to the Site Administration, Sites, and then Assets.
2 In the Assets tab, specify the settings described in the following table.
3 Click Save
Copying Site Settings
Because many settings are generally the same on all of your sites, it is generally easiest to create
all the site settings for one site, to copy this site and its settings to create your other sites, and to
modify the settings on the other sites, as needed.
To copy settings for a site
3 Click Copy.
The General tab appears.
4 In the General tab, enter the name of the new site you have created by copying, and modify
settings in this tab as described in Managing General Site Settings on page 67.
5 In all of the tabs, change the settings for the new site, as needed.
Managing System Settings
Siebel Self-Service Applications use Java Object Cache to optimize server performance by managing
local copies of objects that are frequently used and take time to retrieve. Cached objects include
configuration parameters which store information related to sites, catalogs, product categories and
products. For more information, see the Java documentation.
Field Description
Prompt for Shipping
Details
Select this check box to have the site ask for the shipping details when
customers place orders to modify assets.
Prompt for Billing
Details
Select this check box to have the site ask for the billing details when
customers place orders to modify assets.
Application and Site Settings for Siebel E-Commerce Managing System Settings
In your Siebel Business Applications, you can remove objects from the cache by setting the time to
live attribute for the cache region, or by explicitly invalidating the cache region, marking the object
for removal from the cache.
When you change these settings in the Siebel Business Applications, the changes are propagated to
the self-service application only when one of the following is true:
The middle tier server is restarted.
The object is flushed out of the cache based on the time to live attribute, and reloaded after the
next request.
The object is flushed out of the cache manually.
The Site Administration, System Admin view allows you to flush the cache manually. It displays each
cache region and the number of objects contained in it. You select a cache region and click Flush to
remove all objects in that region from the cache. Objects are reloaded with the latest settings in the
Siebel Business Application the next time that a self-service user requests that data by navigating
to the page where the data is used.
To manage the cache
1 Navigate to the Site Administration, System, and then Cache view.
2 Optionally, click Export to write the cache of all components to a log file for analysis.
The log file is stored as a *.dmp file on the application server.
3 Select the check box for one or more cache components.
4 Click Flush to remove the selected components from the cache.
The components that have been flushed will be reloaded the next time they are requested.
Application and Site Settings for Siebel E-Commerce Managing System Settings
72
6 Performing User Management in
Siebel E-Commerce
In Siebel E-Commerce, individual users manage their own information, and delegated customer
administrators also manage information for other users in their organizations. This chapter describes
the processes by which users and administrators manage their information. This chapter contains
the following topics.
About Self-Service User Management on page 73
Process of Setting Up Organizations for Siebel E-Commerce on page 75
Ongoing Tasks for Managing Organizations in Siebel E-Commerce on page 80
Tasks for User Registration in Siebel E-Commerce on page 82
Ongoing Tasks for User Profile Management in Siebel E-Commerce on page 87
Permissions and Responsibilities Mapping Reference for Siebel E-Commerce on page 93
About Self-Service User Management
This topic provides background information about user management, as follows:
About Self-Service Users on page 73
About Self-Service Responsibilities and Permissions on page 74
About Self-Service Users
Siebel E-Commerce accommodates several types of users, including the following:
Anonymous user. An anonymous user is not associated with an account or profile, or with any
organization. An anonymous user could be a user who has not yet registered, or a registered
user who has not yet logged in. He can access portions of a Siebel E-Commerce Web site without
having to enter personal information or log in. An anonymous user can browse the product
catalog, look up the nearest branch, contact the deploying company by email or chat, and
register.
Business-to-Consumer (B2C) registered user. A registered user associated with an
individual account and profile. A B2C registered user is responsible for viewing, analyzing, and
paying for his own account. In addition to the items available to anonymous users, registered
users can manage their profiles, check out merchandise, and place orders.
Business-to-Business (B2B) user. Also referred to as a B2B secondary user. Can be
associated with one account or with multiple accounts in a company hierarchy. Defined as a
contact for her organization, which might have multiple contacts. She has access to features
based on the responsibilities and permissions assigned at registration. She manages her own
profile and personal address book. She has view-only access to company information.
Performing User Management in Siebel E-Commerce About Self-Service User
Management
74
Business-to-Business (B2B) delegated customer administrator. Also referred to as a B2B
primary user. A primary user for an organization account. Associated with a single company, or
a parent organization composed of multiple companies. Might or might not have a service
agreement associated with her company account. Responsible for managing contacts and users
of all accounts in the account hierarchy, including registration and access control.
The administrator has all B2B user responsibilities and permissions including read-write access
to company account information.
About Self-Service Responsibilities and Permissions
Siebel E-Commerce uses function-level access-control mechanisms, as described in this topic.
Functional Access Control and Permissions
Access control in Siebel E-Commerce manages which functions on the applications Web pages each
user can perform or see. These sets of access approvals are called permissions. They allow you to
authorize only those users that need to use particular functions to access those functions. For more
information about permissions, see Permissions and Responsibilities Mapping Reference for Siebel E-
Commerce on page 93.
Permissions and Responsibilities
In Siebel E-Commerce, responsibilities delineate collections of permissions that define the total set
of application functions to which specific types of users have access. A user assigned to one
responsibility might not have access to the functions associated with another responsibility. Each
users primary responsibility also controls the default tab layouts and tasks.
Siebel E-Commerce supports the following responsibilities:
Web Anonymous User. This responsibility grants view visibility to anonymous users.
Web Registered User. The user of the application in a business-to-consumer model. This is the
business-to-customer user.
Web Corporate User. The user of the application in a business-to-business model. This is a
business-to-business secondary user. This responsibility is also the base responsibility for the
Web Purchasing Manager and Web Delegated Customer Administrator.
Web Corporate Users are associated with an account and must be authorized by the Web
Delegated Customer Administrator to access the site. A Siebel Administrator can also add new
Web Corporate Users.
Web Delegated Customer Administrator. This is a power user in the buying organization.
Web Delegated Customer Administrators can add and remove Web Corporate Users, Web
Purchasing Managers, and other Web Delegated Customer Administrators within your
organization. This responsibility only has access to user administration functions. It does not
grant access to end user functionality.
Performing User Management in Siebel E-Commerce Process of Setting Up
Organizations for Siebel E-Commerce
Web Purchasing Manager. This is a power user in the buying organization. This is a business-
to-business primary user. Web Purchasing Managers can view all company quotes and orders, as
well as create, edit, and delete addresses in the corporate address book.
This responsibility only has access to company orders, company quotes, and company address
book views. To access user functionality, Web Purchasing Managers must also have Web
Corporate User responsibility.
Enrollment Approval. Grants access to user registration approval functionality.
You can configure additional responsibilities in Siebel E-Commerce. For example, you can add an All
Company Access responsibility with access to all the deploying companys transactional data, such
as Contacts, Accounts, Assets, and Orders, by assigning it the View All Accounts, View All Payments,
and View All Orders permissions.
For more information about responsibilities and the permissions they include, see Permissions and
Responsibilities Mapping Reference for Siebel E-Commerce on page 93. For more information about
adding responsibilities assigning permissions to them, see Adding a Responsibility and Assigning
Permissions on page 42.
Process of Setting Up Organizations for
Siebel E-Commerce
B2B delegated customer administrators set up company profiles for their organizations. The tasks
for setting up company profiles are as follows:
1 Registering an Organization in Siebel E-Commerce on page 75
2 Adding Accounts to an Organization on page 76
3 Adding Addresses to an Organization Account on page 76
4 Adding Contacts to an Organization Account on page 78
Registering an Organization in Siebel E-Commerce
A B2B primary user or a business-to-business delegated customer administrator for an organization
can register that organization in Siebel E-Commerce. The B2B primary user must be associated with
a default proxy employee that is mapped to an organization. A service representative must complete
this setup offline in the Siebel Business Application.
This task is a step in Process of Setting Up Organizations for Siebel E-Commerce on page 75.
To register an organization
1 In the Login panel, click the Enroll link.
The Enroll page appears with a list of options.
2 Click the Register Your Company link.
76
3 On the Register Company page, complete the fields.
Some fields are described in Table 12 on page 83 and Table 13 on page 84. All information
requested in the Administrator Information section is for the primary user for that organization.
4 Click Submit.
One of the following happens:
If Approval Required is set to Y (that is, manual approval is required), the Siebel Business
Applications system administrator must approve the registration.
If Approval Required is set to N (that is, manual approval is not required), the company and
the primary user are approved automatically and can access the site, based on the
responsibilities and permissions that you defined during registration.
NOTE: By default, Approval Required is set to N for B2C users and B2B primary users (who
register their companies). Approval Required is set to Y for B2B secondary users. The Approval
Required parameter can be configured in the Model Resources directorys Usertypes.xml file.
After the registration is validated, Siebel E-Commerce sends an approval email to the primary
user.
Adding Accounts to an Organization
An organization can have multiple accounts. These accounts can be added to the organizations
company profile in the deploying organizations back-end Siebel Business Application. The
organization that you registered becomes a parent account, and the accounts associated with the
organization become child accounts in the account hierarchy.
When you register your organization in the Siebel E-Commerce, that organization appears as an
account in the deploying company's Siebel Business Application. Then you contact the deploying
company and ask for specific accounts to be added to the organization.
A deploying company service representative designates the organization that you registered as a
parent account. The service representative designates the accounts that you specified as child
accounts of that parent account. The service representative might create the child accounts, or add
existing accounts to the hierarchy, depending on whether the accounts that you asked for already
exist in the deploying company's Siebel Business Application.
After the service representative has created and linked the account as specified, the accounts from
the Siebel Business Application appear in the Siebel E-Commerce as accounts associated with the
registered organization.
Adding Addresses to an Organization Account
Siebel E-Commerce uses organization account addresses at the time of checkout.
To add an address to an account from the Address Book page, follow this procedure.
To add an address to an organization account from the Address Book
1 Navigate to My Accounts, Company, and then Address Book.
2 In the Search panel, enter search criteria for the required account and click Search.
3 In the List of Addresses for Account panel, click Add.
The Address Book page displays a Details - Add Address panel.
4 In the Details - Add Address panel, complete the necessary fields for the new address. A field is
described in the following table.
5 Click Save.
To add an address to an account from the Accounts page, follow this procedure.
To add an address to an organization account from the Account record
1 Navigate to My Accounts, Company, and then Accounts.
The Company Accounts page displays all the accounts to which you have access.
2 Select the account to which you want to add an address.
3 In the Create a New drop-down list, select Address, and click Go.
The Address Book page displays a Details - Add Address panel.
4 In the Details - Add Address panel, complete the necessary fields for the new address. A field is
5 Click Save.
Field Comments
Default Select to make this address the default address for the current account.
Field Comments
Default Select to make this address the default address for the current account.
78
Adding Contacts to an Organization Account
The company administrator of a business organization creates a new contact for the organization. A
contact might be a user of Siebel E-Commerce, or not, depending on her role in your company.
NOTE: A contact is a party that exists in and is recognized by Siebel E-Support, but cannot perform
transactions online. In other words, a contact cannot, for example, log in and place online orders,
whereas a user can.
To add a contact record to an account from the Contacts page, follow this procedure.
To add a contact record to an account from Contacts
1 Navigate to My Accounts, Company, and then Contacts.
2 In the Search Contacts panel, enter the account for the new contact and click Search.
3 In the Contacts for Account panel, click Add.
The Contacts page appears. The Details tab displays the following panels:
A blank Contact Information panel.
An Account Assignment list with the designated account displayed and selected.
4 Go to To complete the account contact record on page 79.
To add a contact record to an account from the Accounts page, follow this procedure.
To add a contact record to an account from Accounts
1 Navigate to My Accounts, Company, and then Accounts.
The Company Accounts page displays all the accounts to which you have access.
2 Select the account to which you want to add a contact.
3 In the Create a New drop-down list, select Contact, and click Go.
The Contacts page appears. The Details tab displays the following panels:
A blank Contact Information panel.
An Account Assignment list with the designated account displayed and selected.
4 Go to To complete the account contact record on page 79.
To complete the account contact record
1 In the Contact Information panel, complete the necessary fields for the new contact. Some fields
are described in the following table.
2 If you want to associate this contact with an additional account, do the following:
a On the Accounts Assignment panel, click Add.
b In the Account Identifier window, select an additional account to associate with the new contact.
c Click Select to associate the account with the contact.
The account appears in the Account Assignment list.
d If you want to designate a different primary account for this contact, select that account and click
Make Primary.
If you designated this contact as a user, go to Step 4.
If you did not designate this contact as a user, go to Step 6.
4 In the User Registration Information panel, complete the fields. Some fields are described in the
following table.
Field Comments
Contact Status Only Active and Inactive are used by Siebel Self-Service
Applications. Other values are used for various Siebel Business
Applications.
If nothing is selected, the default value is Active.
User Select to authorize this contact as a user of your Siebel Self-
Service Applications. If selected, a User Registration
Information panel and a Responsibility Assignment panel
appear in the lower part of the page.
Field Comments
Username Siebel Self-Service Applications user name. Must be unique.
Password Automatically generated by Siebel E-Commerce when you save the
record, and sent to you in the welcome notification.
User Status User status can be Active or Inactive. Active users can log on to the
application with their username and password.
You can modify User Status only while editing an existing user record.
When you create a new user, User Status is set to Active by default.
Performing User Management in Siebel E-Commerce Ongoing Tasks for Managing
Organizations in Siebel E-Commerce
80
5 In the Responsibility Assignment panel, assign responsibilities to this user by selecting each
responsibility to assign in the Available Responsibilities list, and clicking the Move link to add it
to the Assigned Responsibilities list.
For more information about responsibility assignments, see Permissions and Responsibilities on
page 74.
6 Click Save.
Siebel E-Commerce displays a confirmation message indicating that this contact has been
created.
Additionally, if you designated this contact as a user, Siebel E-Commerce does the following:
Generates an email confirming that the contact has been created and reporting the user
name and automatically generated password.
Sends the email to the email address that you entered for the contact.
Ongoing Tasks for Managing
Delegated customer administrators manage company profiles for their organizations. Tasks for
managing company profiles are as follows:
Setting Up User Access Control in Siebel E-Commerce on page 80
Updating Account Contacts in Siebel E-Commerce on page 81
Approving or Rejecting Self-Registered Users in Siebel E-Commerce on page 81
Setting Up User Access Control in Siebel E-Commerce
Application administrators establish user access control by assigning permissions and responsibilities
to users in the Siebel Business Application.
This task is a step in Ongoing Tasks for Managing Organizations in Siebel E-Commerce on page 80.
To set up user access control
1 Set up the business environment, including positions, organizations, and divisions.
2 Create the employees.
In the process of creating employee records, assign permissions by associating the employees
with positions, organizations, and divisions.
3 Create responsibilities and assign them to employees.
For more information about access control setup, see the chapter on configuring access control in
Siebel Security Guide.
Performing User Management in Siebel E-Commerce Ongoing Tasks for Managing
Updating Account Contacts in Siebel E-Commerce
A company administrator can update user information. To update user information, follow this
procedure.
To update account contact information
1 Navigate to My Accounts, Company, and then Contacts.
2 (Optional) In the Search Actions panel to the left of the account list, do the following:
Complete one or more of the fields to specify the search parameters.
Click Search.
Siebel E-Commerce displays a list of contacts that meet your search criteria.
3 Select the contact that you want to update, and click Edit.
4 Change the contact details as needed.
For more information about the pages forms and fields, see Adding Contacts to an Organization
Account on page 78.
5 (Optional) In the User Registration Information panel, you can do one or both of the following:
To generate a new password when you save the changes, select Reset Password.
To keep this contact but disable its user status (that is, its access to Siebel E-Commerce)
when you save the changes, change User Status to Inactive.
6 (Optional) You can associate a B2B user with multiple accounts by adding accounts in the Account
Assignment panel.
7 Click Save.
If you reset the password, Siebel E-Commerce sends an email with the new password to the user.
Approving or Rejecting Self-Registered Users in Siebel
E-Commerce
The company administrator approves or rejects new users who register themselves. The
administrator can query for pending approvals and approve or reject new user registrations. To
approve or reject a new user, follow this procedure.
Performing User Management in Siebel E-Commerce Tasks for User Registration in
Siebel E-Commerce
82
To approve or rej ect a self- registered user
1 Navigate to My Account - Approval Status, Enrollments.
The Select Approvals page shows a list of registrations pending approval (the Request Status is
Pending, and the User Status is Inactive) for your company. The list is sorted by Requested Date,
with the oldest pending request on top.
2 (Optional) In the Search Enrollments pane to the left of the enrollments list, do the following:
Complete one or more of the fields to specify the search parameters.
Click Search.
Siebel E-Commerce displays a list of registrations pending approval that meet your search
criteria.
3 (Optional) If you want to view or update the contact, accounts, and responsibilities information
for a user; or reset the users password; click the Username hyperlink.
Siebel E-Commerce displays the Contact Details page.
4 Select a registration approval request and do one of the following:
Click Approve.
This approves the request and sets the user status to Active.
Click Reject.
This rejects the request and sets the user status to Inactive.
Siebel E-Commerce sends an email to the user saying whether the registration has been
approved or rejected.
NOTE: If a rejected username is required by the same user, an administrator can reinstate it
through the Siebel Business Application.
Tasks for User Registration in Siebel E-
Commerce
Users must register before they can log in to the Siebel Self-Service Applications. Individual users,
new contacts of an organization, and existing contacts of an organization register by different routes
in your Siebel Self-Service Applications.
This topic describes the process by which users manage their own registrations. This topic includes
the following tasks.
Registering as a New User for a New Account in Siebel E-Commerce on page 83
Registering as a New User of an Existing Account in Siebel E-Commerce on page 84
Registering as a New Contact of an Organization in Siebel E-Commerce on page 85
Registering as an Existing Contact of an Organization in Siebel E-Commerce on page 86
Siebel E-Commerce
Registering as a New User for a New Account in Siebel
E-Commerce
A B2C user registers for a new online account by following this procedure.
This task is a step in Tasks for User Registration in Siebel E-Commerce on page 82.
To register as a new user for a new account
1 On the Login page, click the Enroll link.
The Enroll page with a list of options.
2 Click the Register as an Individual link.
3 On the Register Individual page, do the following:
a In the Personal Identification panel, complete the necessary fields. Some fields are described in
Table 12 on page 83.
b In the Username and Password panel, complete the necessary fields. Some fields are described
in Table 13 on page 84.
4 Click Submit.
Siebel E-Commerce validates your registration and does the following:
Generates a welcome email and sends it to the email address that you entered.
Displays the Registration Confirmation page.
5 On the Registration Confirmation page, click the Click Here to Continue link.
Siebel E-Commerce displays the Login page, where you can log in with your new user name and
password. See Logging In to the Self-Service Application on page 103.
NOTE: By default, Approval Required is set to N for B2C users and B2B primary users (who
register their companies). Approval Required is set to Y for B2B secondary users. The Approval
Required parameter can be configured in the Model Resources directorys Usertypes.xml file.
Registration Fields
Table 12 shows some fields on the Personal Identification panel.
Table 12. Registration Fields - Personal Identification
Field Comments
Email Address Siebel E-Commerce validates your entry by checking for the presence of an
at sign (@) and a period (.) in that order.
State Available selections include the two-letter abbreviations for U.S. states and
Canadian provinces.
Time Zone Available selections include a major city in each time zone for reference.
Siebel E-Commerce
84
Table 13 shows some fields on the Username and Password panel.
Registering as a New User of an Existing Account in
Siebel E-Commerce
If a B2C user has an existing account in a Siebel Business Application, she can obtain online access
to that account through the Siebel Self-Service Applications. To do so, the user must provide the
information required to verify her customer identity. The user must be the owner of an order, or the
primary contact for a service request.
NOTE: To choose this option, the user must already exist in the deploying companys Siebel Business
Application database. For example, the user may have previously performed a transaction through
the deploying companys call center such as placing an order.
To register as a new user of an existing consumer account, follow this procedure.
To register as a new user of an existing account
2 Click the Request Online Access to Your Existing Individual Account link.
Siebel E-Commerce displays the Request Online Access page.
3 On the Personal Identification panel, complete the necessary fields. One field is described in the
following table.
Table 13. Registration Fields - Username and Password
Field Comments
Username Siebel Self-Service Applications user name. Must be unique.
Password
Confirm Password
Siebel Self-Service Applications password. Enter again to confirm.
Security Question Select a security question to identify yourself if you forget your password.
Answer Enter your answer to the selected Security Question.
Field Comments
Verification Select either Order No. or SR No. Then enter the number of an order for
which you are the owner or a service request (SR) for which you are the
primary contact.
Siebel E-Commerce
4 On the Username and Password panel, complete the necessary fields. Some fields are described
in Table 13 on page 84.
5 Click Submit.
Siebel E-Commerce validates your registration and does the following:
Generates a welcome email and sends it to the email address that you entered.
Displays the Registration Confirmation page.
6 On the Registration Confirmation page, click the Click Here to Continue link.
Siebel E-Commerce displays the Login page. For more information about logging in, see Logging
In to the Self-Service Application on page 103.
Registering as a New Contact of an Organization in
Siebel E-Commerce
A B2B user can register as a new contact of an organization. This is a B2B user who requires online
access as a new user for an existing organization. The company has already been registered by a
primary user, and the Company ID has been sent to the B2B user or published on an internal Web
site.
If Approval Required is set to Y, the B2B user registration must be approved by the primary user for
the customer organization, who has the administrator role. By default, Approval Required is set to
Y. Before approval, user status is inactive and contact status is active. Post-approval user status is
Active to allow the user to log in and access the application, and contact status is Active.
Any user with the appropriate permissions and responsibility can approve the user, or the system
administrator can approve the user. (This responsibility is assigned to a Web Customer Delegated
Administrator or a Web Enrollment Approver.) A B2B secondary user can be approved by a B2B
primary user or by another secondary user with the extra Web Enrollment Approver responsibility.
To register as a new contact of an organization
2 Click the Request Online Access as a New Contact of an Existing Company link.
3 On the Request an Account page, do the following:
a In the Company Identification and Personal Identification panels, complete the fields for the
organization's details and your personal information.
Some fields on the Personal Identification panel are described in Table 12 on page 83.
b In the Username and Password panel, complete the fields for your personal user name and
password.
Some fields are described in Table 13 on page 84.
Siebel E-Commerce
86
4 Click Submit.
After validating the registration, Siebel E-Commerce does the following:
Displays a confirmation message that the registration request has been completed and that
approval of the request is pending.
Generates a welcome email confirming that the registration request has been completed and
that approval of the request is pending, and sends the email to the email address entered
during registration.
After the approval is complete, Siebel E-Commerce sends an email confirming that you can
access the site.
Registering as an Existing Contact of an Organization in
Siebel E-Commerce
A B2B user can register for an online user account in Siebel E-Commerce as an existing contact of
an organization. This is a B2B user who requires online access as an existing user for an existing
organization. The company has already been created in Siebel E-Commerce, based on the previous
offline transactions, such as order placement or service request creation. The user exists in Siebel
Business Applications as a contact, but does not have an online username.
By default, Approval Required is set to Y. Thus, before the contact is approved as an online user, the
user status is Inactive and the contact status is active.
Any user with the appropriate permissions and responsibility can approve the user, or the system
administrator can approve the user. (This responsibility is assigned to a Web Customer Delegated
Administrator or a Web Enrollment Approver.) A B2B secondary user can be approved by a B2B
primary user or by another secondary user with the extra Web Enrollment Approver responsibility.
To register as an existing contact of an organization
2 Click the Request Online Access as an Existing Contact of an Existing Company link.
Performing User Management in Siebel E-Commerce Ongoing Tasks for User Profile
Management in Siebel E-Commerce
3 On the Request Online Access page, complete the fields.
Some fields on the Company Identification and Personal Identification panels are described in the
table that follows.
Some fields on the Username and Password panel are described in Table 13 on page 84.
4 Click Submit.
After validating the registration, Siebel E-Commerce does the following:
Displays a confirmation message that the registration has been completed and requires
approval.
Generates a welcome email confirming that the registration is complete and requires
approval, and sends it to the email address entered during registration.
After the approval is complete, Siebel E-Commerce sends an email confirming that you can
access the site.
Ongoing Tasks for User Profile
A user can manage her own personal profile online to update or change personal information. This
profile includes changing personal information, password, and security question. A user can also add
addresses to her profiles address list, or edit an address in that list.
This topic describes the process by which users manage their own profiles. This topic includes the
following tasks.
Updating Personal Information in Siebel E-Commerce on page 88
Adding Payment Methods to a Profile in Siebel E-Commerce on page 88
Editing a Profile Payment Method in Siebel E-Commerce on page 90
Viewing Profile Payment History in Siebel E-Commerce on page 90
Adding an Address to a Profile in Siebel E-Commerce on page 91
Editing a Profile Address in Siebel E-Commerce on page 91
Resetting a Password in Siebel E-Commerce on page 92
Field Comments
Location Unique name for the company location or branch office at which you are
stationed. It might be the geographic area in which the facility is located,
or some other designator.
Verification Select one of the following:
Order No. Enter the order number that you want to check.
SR No. Enter the service request number that you want to check.
88
Resetting a Security Question in Siebel E-Commerce on page 92
Resetting a Forgotten Password in Siebel E-Commerce on page 92
Updating Personal Information in Siebel E-Commerce
A user can review and update the personal contact information that she provided during user
registration. To update personal information, follow this procedure.
This task is a step in Ongoing Tasks for User Profile Management in Siebel E-Commerce on page 87.
To update personal information
1 Navigate to My Accounts, Personal, User Profile, and then Contact Details.
2 On the Contact Details panel, change the information as needed.
3 When finished, click Save.
Adding Payment Methods to a Profile in Siebel E-
Commerce
A user can add payment methods to a profile. These methods might be for personal payment (for a
B2C user) or for payment on behalf of a company (for a B2B user). A user can add multiple methods
of different types, and designate one as a default.
To add a payment method to a profile
1 Navigate to My Accounts, Personal, Payment, and then Payment Wallet.
2 On the Payment Wallet page, under Payment Methods, select a payment method from the drop-
down list and click Add.
If you selected Check, go to To add a checking account payment method on page 89.
If you selected Credit Card, go to To add a credit card payment method on page 89.
To add checks from a checking account to your profiles payment methods, complete this procedure.
To add a checking account payment method
1 Under Details - Bank Account, complete the fields. Some fields are described in the table that
follows.
The payment method you entered appears as a row under Payment Methods.
To add a credit card to your profiles payment methods, complete this procedure.
To add a credit card payment method
1 Under Details - Credit Card, complete the fields. Some fields are described in the table that
follows.
The Siebel E-Commerce Web site validates the card number you entered. If it is a valid number,
the payment method you entered appears as a row under Payment Methods.
Field Comments
Nickname A nickname is a user-friendly way to identify different
accounts. This nickname is shown in the drop-down list on the
Billing page at checkout time.
Make this payment method
your default choice
Select to designate this payment method as your default.
Account Number Checking account number as it appears on your checks.
Routing Number Banks routing number as it appears on your checks.
Field Comments
Nickname A nickname is a user-friendly way to identify different
accounts. This nickname is shown in the drop-down list on the
Billing page at checkout time.
Card Number Enter your card number as it appears on the credit card, but
without the spaces.
Expiration Date Select a month from the first drop-down list and a year from
the second drop-down list.
Make this payment method
your default choice
Select to designate this payment method as your default.
90
Editing a Profile Payment Method in Siebel E-Commerce
A user can edit payment methods that are associated with a profile to which that user has access.
To edit a profile address
1 Navigate to My Accounts, Personal, Payment, and then Payment Wallet.
The Payment Methods list appears.
2 Select payment method to edit and click Edit.
3 On the Details panel, enter your changes in the fields.
Some fields are described in the procedures under Adding Payment Methods to a Profile in Siebel
E-Commerce on page 88.
4 Click Save.
Viewing Profile Payment History in Siebel E-Commerce
A user can view payments that are associated with a profile to which that user has access.
To view profile payment history
1 Navigate to My Accounts, Personal, Payment, and then Payment History.
The Payment History list shows payments associated with this profile.
2 If necessary, filter the list. In the Narrow by panel, enter a range of dates or payment amounts
and click Search.
3 View the information in the relevant payment record rows. Some fields are described in the
following table.
Field Comments
Payment Type Siebel E-Commerce payment type
Account Number Bank account number
Date Date the payment was received by the deploying company
Account Siebel Business Application account number associated with this
payment
Order # Number of the order for which this payment was made
Status Payment status
Amount Payment amount
Adding an Address to a Profile in Siebel E-Commerce
A user can define multiple addresses for a profile.
To add an address to a profile
1 Navigate to My Accounts, Personal, and then Address Book.
2 On the Address Book page, click Add.
3 In the Address Details - Add Address panel, enter a new address by completing the fields.
Some fields are listed in Table 14 on page 91.
4 Click Save.
Address Book Fields
Some fields on the Details - Add Address panel are listed in Table 14.
Editing a Profile Address in Siebel E-Commerce
A user can edit addresses that are associated with a profile to which that user has access.
To edit a profile address
1 Navigate to My Accounts, Personal, and then Address Book.
The Address Book page appears with a List of Addresses panel.
2 Select an address to edit and click Edit.
3 In the Address Details - Edit Address panel, enter your changes in the fields.
Some fields are listed in Table 14 on page 91.
4 Click Save.
Table 14. Details - Add Address Panel Fields
Field Comments
Recipient (if not
you)
Name of the person or organization, other than yourself, who is designated
to receive communications for this contact.
Primary Address Select if this is the primary address for the contact.
92
Resetting a Password in Siebel E-Commerce
A user can reset her password. To reset a username or password, follow this procedure.
To reset a password
1 Navigate to My Accounts, Personal, User Profile, and then Password.
2 Complete the fields.
For more information about the password fields, see Table 13 on page 84.
3 Click Save.
Resetting a Security Question in Siebel E-Commerce
A user can reset her security question. To reset a security question, follow this procedure.
To reset a security question
1 Navigate to My Accounts, Personal, User Profile, and then Security Question.
2 Complete the fields.
For more information about the security question fields, see Table 13 on page 84.
3 Click Save.
Resetting a Forgotten Password in Siebel E-Commerce
When a user forgets her password, Siebel E-Commerce presents a password reminder for
identification purposes. To reset a forgotten password to a new password, follow this procedure.
To reset a forgotten password
1 On the Login page, click the Forgot Password? link.
Siebel E-Commerce displays a page requesting your user name.
2 On the Forgot Password page, enter your username, and click Submit.
The page displays the security question associated with your username.
Performing User Management in Siebel E-Commerce Permissions and Responsibilities
Mapping Reference for Siebel E-Commerce
3 Enter the answer to the security question in the Answer field, and click Submit.
Siebel E-Commerce validates the security answer and displays a page where you can enter a new
password.
4 Enter your new password twice, and click Submit.
Siebel E-Commerce records your new password and logs you in. It sends you an email to confirm
the new password.
Permissions and Responsibilities
Mapping Reference for Siebel E-
Commerce
This topic shows the mappings of the various categories of permissions to their associated
responsibilities. This topic contains the following topics:
User Interface Access Permissions for Siebel E-Commerce on page 93
Data Access Permissions for Siebel E-Commerce on page 94
Products and Orders Access Permissions for Siebel E-Commerce on page 95
Functionality Access Permissions for Siebel E-Commerce on page 95
For more information about responsibilities and permissions, see About Self-Service Responsibilities
and Permissions on page 74 and Siebel Security Guide.
User Interface Access Permissions for Siebel E-
Commerce
Table 15 shows the mappings of user interface access permissions to the associated responsibilities.
These permissions are available to all Siebel Self-Service Applications.
Table 15. User Interface Access Permissions and Responsibilities in Siebel E-Commerce
Permissions Responsibilities
Web
Regi st er ed
User
Web
Cor por at e
User
Web Del egat ed
Cust omer
Admi ni st r at or
Web
Enr ol l ment
Appr over
Web
Pur chasi ng
Manager
Manage My Personal
Information
Yes Yes Yes Yes Yes
View Company
Accounts
No Yes Yes Yes Yes
View Company
Address Book
No Yes Yes No Yes
94
Data Access Permissions for Siebel E-Commerce
Table 16 shows the mappings of data access permissions to the associated responsibilities. These
permissions are available to all Siebel Self-Service Applications.
Manage Company
Address Book
No No Yes No No
View Company
Contacts
No No Yes Yes No
Manage Company
Contacts
No No Yes Yes No
View Enrollment
Approval
No No Yes Yes No
Manage Enrollment
Approval
No No Yes Yes No
Table 16. Data Access Permissions and Responsibilities
Permissions Responsibility
Web Del egat ed Cust omer
Admi ni st r at or
View All Company Accounts Yes
View All Company Orders Yes
View All Company Assets Yes
View All Company SRs Yes
Table 15. User Interface Access Permissions and Responsibilities in Siebel E-Commerce
Web
Regi st er ed
User
Web
Cor por at e
User
Web Del egat ed
Cust omer
Admi ni st r at or
Web
Enr ol l ment
Appr over
Web
Pur chasi ng
Manager
Products and Orders Access Permissions for Siebel E-
Commerce
Table 17 shows the mappings of the products and orders permissions to the associated
responsibilities. These permissions are available to all Siebel Self-Service Applications

Functionality Access Permissions for Siebel E-
Commerce
Table 18 shows the mappings of Siebel E-Commerce-specific permissions to the associated
responsibilities. These permissions are available only to Siebel E-Commerce.
Table 17. Products and Orders Permissions and Responsibilities Siebel E-Commerce
Web
Regi st er ed
User
Web
Cor por at e
User
Web Del egat ed
Cust omer
Admi ni st r at or
Web
Pur chasi ng
Manager
My Products Yes Yes Yes Yes
My Products, Search Yes Yes Yes Yes
My Products, Modify Asset Yes Yes Yes Yes
My Orders, Basic Search Yes Yes Yes Yes
My Orders, Advanced Search
1
1. Account- and Contact-based search
Yes Yes Yes Yes
Order Details, Copy to Cart Yes Yes Yes Yes
My Orders, Cancel Order Yes Yes Yes Yes
Table 18. Siebel E-Commerce Permissions and Responsibilities
Web
Anonymous
User
Web
Regi st er ed
User
Web
Cor por at e
User
Web Del egat ed
Cust omer
Admi ni st r at or
Web
Pur chasi ng
Manager
View Products First-
Level Menu
Yes Yes Yes Yes Yes
Browse Catalog Yes Yes Yes Yes Yes
Configure Product Yes Yes Yes Yes Yes
Shopping Cart Yes Yes Yes Yes Yes
Saved Carts No Yes Yes Yes Yes
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Checkout No Yes Yes Yes Yes
Add to List
1
No Yes Yes Yes Yes
Display of Lists
1
No Yes Yes Yes Yes
Lists No Yes Yes Yes Yes
Add New Personal
Contact and Address
No Yes Yes Yes Yes
Add New Corporate
Contact
No No No Yes No
1. On any Siebel E-Commerce page
Table 18. Siebel E-Commerce Permissions and Responsibilities
Web
Anonymous
User
Web
Regi st er ed
User
Web
Cor por at e
User
Web Del egat ed
Cust omer
Admi ni st r at or
Web
Pur chasi ng
Manager
7 Migrating from Siebel eSales to
Siebel E-Commerce
This chapter describes how you can migrate users and other data objects from Siebel eSales to Siebel
E-Commerce. This chapter includes the following topics:
About Migrating from Siebel eSales to Siebel E-Commerce on page 97
Tasks for Migrating from Siebel eSales to Siebel E-Commerce on page 98
About Migrating from Siebel eSales to
Siebel E-Commerce
Siebel Self-Service Applications provide a migration strategy for existing Siebel eSales deployments
to help minimize the customizations needed to grant existing Web users access to Siebel E-
Commerce. Data objects used in Siebel eSales are also available in Siebel E-Commerce.
You can migrate only user data from Siebel eSales to Siebel E-Commerce.
If your company has deployed Siebel eSales 7.x or later, and plans to implement Siebel E-Commerce,
the applicable user setup considerations are described in this topic.
About Migrating Responsibilities
Siebel E-Commerce uses the same set of responsibilities as those in Siebel eSales. These
responsibilities are as follows:
Web Anonymous User
Web Registered User
Web Corporate User
Web Purchasing Manager
Web Delegated Customer Administrator
Web Administrator
Migrating from Siebel eSales to Siebel E-Commerce Tasks for Migrating from Siebel
eSales to Siebel E-Commerce
98
In Siebel eSales, these responsibilities control the Siebel Business Application views that users can
access through Siebel eSales. In Siebel E-Commerce, these responsibilities control what kinds of
permissions each user has, and these permissions determine the Siebel Self-Service Applications
Web pages that users can access. Responsibilities are stored in the Siebel Business Applications
layer, and permissions are stored in an XML file in the Siebel Self-Service Applications layer. If your
current Siebel eSales application uses these responsibilities with the same names and definitions,
then when you upgrade, the Siebel eSales users stored in your Siebel Business Application can access
the Siebel E-Commerce Web pages.
NOTE: For Siebel Self-Service Applications deployments with Single Sign-On (SSO) enabled, the
responsibilities in the SSO database also correspond to the responsibilities stored in your Siebel
Business Application database. For more information about SSO, see Chapter 9, Single Sign-On for
Siebel Self-Service Applications.
Tasks for Migrating from Siebel eSales to
Siebel E-Commerce
The tasks for migrating from Siebel eSales to Siebel E-Commerce are as follows.
Assigning New Siebel E-Commerce Responsibilities to Existing Users on page 98
Adding Custom Responsibilities to Siebel E-Commerce on page 98
Implementing Siebel eSales Configuration Rules for Siebel E-Commerce on page 99
Assigning New Siebel E-Commerce Responsibilities to
Existing Users
Siebel Self-Service Applications use the same responsibilities as Siebel eSales. Additionally, Siebel
Self-Service Applications introduce a new responsibility, Enrollment Approval. This responsibility
grants access to user enrollment approval pages. You can assign existing Siebel eSales users to this
new responsibility in your Siebel Business Application. These users will then be able to access the
appropriate screens in Siebel E-Commerce.
For more information about assigning users to responsibilities, see the chapter on configuring access
control in Siebel Security Guide.
This task is part of Tasks for Migrating from Siebel eSales to Siebel E-Commerce on page 98.
Adding Custom Responsibilities to Siebel E-Commerce
If customized responsibilities exist in Oracles Siebel eSales that your company wants to continue
using in Siebel E-Commerce, you must do the following:
Add the responsibilities to Siebel E-Commerce and assign each of those responsibilities the
appropriate permissions.
For more information about how to add a responsibility and permissions to Siebel E-Commerce,
see Adding a Responsibility and Assigning Permissions on page 42.
Add the responsibilities to the User Registration workflow, so new users can be assigned to the
customized responsibilities.
For more information about the User Registration workflow, see Chapter 10, Workflow Reference
for Siebel E-Commerce.
For more information about modifying workflows, see Siebel Business Process Framework:
Workflow Guide.
Implementing Siebel eSales Configuration Rules for
Siebel E-Commerce
Configuration rules, including Siebel eSales-specific configuration rules, that have been defined in
Configurator, can be implemented in Siebel E-Commerce. For more information about implementing
configuration rules in Siebel E-Commerce, see Setting Up Configurator for Siebel E-Commerce on
page 21.
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8 Using Siebel E-Commerce
This chapter describes how customers can use Siebel Self-Service Applications over the Web. This
chapter contains the following topics:
About Using Siebel Self-Service Applications on page 101
Process of Accessing Siebel Self-Service Applications on page 101
Tasks for Contacting a Deploying Company on page 105
Tasks for Looking Up Products, Assets, and Orders on page 108
Process of Browsing and Searching Siebel E-Commerce Product Catalogs on page 111
Configuring Products or Promotions in Siebel E-Commerce on page 121
Tasks for Working with Orders in Siebel E-Commerce on page 123
Process of Viewing and Modifying Assets in Siebel E-Commerce on page 126
About Using Siebel Self-Service
Applications
For anonymous and registered users, a Siebel E-Support business process typically begins with a
customer inquiry. Such an inquiry might involve the following:
Ordering a product or service online
Tracking existing orders
Looking for a technical solution to resolve a problem with a device
Browsing to find more information about a product or service
For registered users, a Siebel E-Support business process might also involve changing account-
related information like an address, phone number, or password. Siebel E-Support provides users
with the knowledge and tools to resolve their inquiries online, and offers options to connect users
with sales representatives.
Process of Accessing Siebel Self-Service
Applications
As an anonymous user, you can see certain functions in Siebel Self-Service Applications. These
functions include reading frequently asked questions (FAQs), news, and alerts; searching for specific
knowledge base solutions; and browsing the product catalog. However, other functions are available
only to registered users. For Siebel E-Commerce users, functions available only to registered users
include submitting orders and accessing invoice information.
Using Siebel E-Commerce Process of Accessing Siebel Self-Service Applications
102
The pages available to you as an anonymous user offer links that allow you to log in as a registered
user, or to register as a new user. For more information about registering as a new user, see Tasks
for User Registration in Siebel E-Commerce on page 82. For more information about maintaining your
login information, see Ongoing Tasks for User Profile Management in Siebel E-Commerce on page 87.
This topic describes the process by which users access and exit from Siebel Self-Service Applications.
It includes the following tasks.
1 Selecting a Deploying Company Site on page 102
2 Logging In to the Self-Service Application on page 103
3 Viewing Your Account Overview on page 104
4 Logging Out of the Self-Service Application on page 105
Selecting a Deploying Company Site
The Site Selection Page is the first page of a Siebel Self-Service Applications instance that you see.
This page displays the links to all the available Siebel Self-Service Applications Web sites that a
deploying company puts online.
To select a deploying companys Web site, follow this procedure.
This task is a step in Process of Accessing Siebel Self-Service Applications on page 101.
To select a deploying company site
1 Open a Web browser and log on to the Site Administration URL.
The Site Selection page appears.
2 In the Consumer panel or the Business panel, complete the fields. Some fields are described in
the following table.
3 Click View.
The home page for the selected site appears. The home page for a site depends on the page
mapping template specified in the application settings. The default for Siebel E-Commerce is the
Categories page, which displays links to the categories of products available on this Web site. For
more information about page mapping templates, see Managing Page Template Application
Settings on page 62.
4 On the Categories page, do one of the following.
Field Comments
Select Site Select the Web site that you want to see.
Select Locale Select the language in which you want to display the selected sites user
interface.
View and browse Siebel E-Commerces product categories. You can do this as an anonymous
user, without logging in.
For more information about viewing product categories, see Browsing Product Categories in
Siebel E-Commerce on page 112.
Register as a user of Siebel Self-Service Applications.
For more information about registering, see Tasks for User Registration in Siebel E-Commerce
on page 82.
If you are already a registered user, log in to the Siebel Self-Service Applications instance.
For more information about logging in, see Logging In to the Self-Service Application on
page 103.
If you are a registered user but have forgotten your password, retrieve it by clicking the
Forgot Password? link.
For more information about changing a forgotten password, see Resetting a Forgotten
Password in Siebel E-Commerce on page 92.
Logging In to the Self-Service Application
As an anonymous user, you have limited access to Siebel Self-Service Applications. As a registered
business-to-consumer (B2C) user or business-to-business (B2B) user, you log in to the application
to access most Siebel Self-Service Applications functionality. Starting as an anonymous user, you can
log in to a Siebel Self-Service Applications instance in the following situations:
Navigate to the Login page from a page available to anonymous users.
Begin checkout from the Shopping Cart. You must be authenticated as a registered Siebel E-
Commerce user to proceed.
Try to access a secure page. You must be authenticated as a registered user to proceed.
To log in to a Siebel Self-Service Applications instance, follow this procedure.
To log in to the Self- Service application
1 Click the Login link.
2 On the Login page, enter your user name and password.
3 Click Submit.
Siebel E-Commerce validates your data and identifies your default account. It then displays your
My Account Overview page or the page from which you were directed to the Login page.
About User Login Validation
When you log in, Siebel E-Commerce identifies whether you are a B2C user or a B2B user by applying
the following logic:
104
If you do not have an account, you are a B2C user.
If you are associated with an account, Siebel E-Commerce checks your primary accounts
Account Type value. If this value is one of the account types identified in the application settings
Siebel E-Commerce identifies you as a B2C user; otherwise, Siebel E-Commerce identifies you
as a B2B user.
For more information about application settings that relate to account types, see Managing Read-
Only Application Settings on page 65.
Viewing Your Account Overview
The My Account Overview page displays activity, such as orders and assets most recently associated
with your user login. The content on this page varies according to the Siebel Self-Service Applications
instances implementation, and according to your responsibilities and permissions. To view your
account overview, follow this procedure.
To view your account overview
Navigate to My Accounts, Overview.
Siebel E-Commerce displays the Overview page. Depending on the deploying companys
implementation and your responsibilities and permissions, you might see one of the following
page versions:
Business-to-Customer version. This is the page that you see when you are a private-party
customer logging in to a deploying companys Web site. The panels you see on this page are
Region Comments
My Service
Requests
Most recent service requests that belong to you. The latest transaction
is on top.
To see a list of all your service requests, click the See All Requests link.
My Orders Most recent orders that belong to you. The latest transaction is on top.
To see a list of all your orders, click the See All Orders link.
My Products Most recently purchased assets that belong to you. The latest
transaction is on top.
To see a list of all your assets, click the See All Products link.
Using Siebel E-Commerce Tasks for Contacting a Deploying Company
Business-to-Business version. This is the page you see when you are an employee logging
in to a deploying companys Web site on behalf of your company. The links you see on this
page are described in the following tables.
The My Information panel links, described in the following table, lead to information that
applies specifically to you.
Logging Out of the Self-Service Application
To log out of Siebel Self-Service Applications, follow this procedure.
To log out of the Self- Service application
Click the Logout link.
Siebel E-Commerce ends your session. Depending on where you were in the application, Siebel
E-Commerce might display the page that you were on, or some other page that is accessible to
anonymous users.
About Session Timeouts
Siebel E-Commerce automatically logs you out when you are inactive on the site for a specific period.
This is known as a session timeout. The default session timeout is 35 minutes. This time period is
configurable. For more information about settings used to configure the timeout period, see
Managing Read-Only Application Settings on page 65.
Tasks for Contacting a Deploying
Company
Siebel Self-Service Applications provide several ways for logged-in and anonymous users to find and
contact the deploying companies.
The tasks for finding and contacting a deploying company are as follows:
Initiating a Web Chat Session on page 106
Link Comments
My Service Requests Displays a list of the service requests that belong to you. The latest
My Orders Displays a list of the orders that belong to you. The latest
My Products Displays a list of the assets that belong to you. The latest
106
Submitting Feedback for a Chat Session on page 107
Sending an Email to the Deploying Company on page 107
Initiating a Web Chat Session
Siebel Self-Service Applications allow both logged-in and anonymous users to ask for help by
requesting a Web chat session with a service representative. Siebel E-Commerce records the pages
and solutions that the user has viewed, and sends them to the Siebel Business Application. The
service representative can then view the Web interaction history and identify how to help the user
to resolve the issue through a chat conversation.
To enable Web chat sessions in Siebel Self-Service Applications, the deploying company must enable
Oracles Siebel Chat in its call center. For more information about installing, configuring, and
managing chat in a Siebel Business Application, see Siebel Chat Guide.
To initiate a Chat session, follow this procedure.
This task is a step in Tasks for Contacting a Deploying Company on page 105.
To initiate a Web Chat session
1 Navigate to Support, Contact Us, and then Chat.
The Chat page appears. If you are a logged-in user, some fields are populated with information
from your personal profile. You can overwrite the information, if necessary. If you are an
anonymous user, all the fields are blank.
2 Complete the necessary fields. Some fields are described in the following table.
NOTE: If a logged-in user initiates a chat session from the Service Request Details page, then
the Service Request, Product Type, and Problem Summary fields on the service representatives
Contact page will be populated as well.
3 Click Submit.
Siebel E-Commerce searches the knowledge base for solutions that might apply to the problem
you described on the Request Chat page. The Suggested Solution search is based on keywords
in the Problem Summary field. One of the following results occurs:
If Siebel E-Commerce does not find any applicable solutions, it displays the Conversation
window. Go to Step 6.
If Siebel E-Commerce finds applicable solutions, the Suggested Solutions page lists them.
Field Comments
Product Type Select Product Name or Serial Number, then select the item in the
corresponding field.
Problem Summary Short description of the problem.
4 To view a solution, click its Solution Title link.
Siebel E-Commerce displays the Solution Details page containing the text of the selected
knowledge base article.
5 If you do not find the answer to your problem among the solutions, click Chat to continue.
When a service representative becomes available, Siebel E-Commerce displays the Conversation
window, as well as a Page and URL push window.
6 In the Conversation windows lower pane, type your question, and click Send.
The upper pane displays the service representatives response.
7 Continue the online dialogue until your issue is resolved. When finished with your Web chat
session, click Terminate.
If you are logged in, Siebel E-Commerce displays the Feedback window, which prompts you to
provide feedback before closing the chat session.
8 Select the answers to the displayed questions, and click OK.
Siebel E-Commerce saves your responses in the Siebel Business Application and the
Conversation window closes.
Submitting Feedback for a Chat Session
After a chat session has been completed, you can submit feedback about your chat experience. The
chat feedback survey appears only when you are logged in. To submit feedback for a Chat session,
follow this procedure.
Submitting feedback for a Chat session
1 On the Request Chat page, complete the Feedback panel.
2 Below each question, click the appropriate option to indicate your answer.
3 Click OK to submit your feedback.
Siebel E-Commerce redisplays the Request Chat page without the feedback panel and with a
message acknowledging your feedback.
Sending an Email to the Deploying Company
For non-urgent questions for a service representative, you can send an email to the deploying
company. The Email Us feature is available for both logged-in and anonymous users.
To send an email to the deploying company, follow this procedure.
Using Siebel E-Commerce Tasks for Looking Up Products, Assets, and Orders
108
To send an email to the deploying company
1 Navigate to Support, Contact Us, and then Email.
The Email page appears. If you are a logged-in user, the contact information fields are populated
with information from your personal profile. You can overwrite the contact information if
necessary. If you are an anonymous user, all the fields are blank.
2 Complete the necessary fields, type your message in the Message field, and click Submit.
Siebel E-Commerce displays a confirmation message that the email has been sent.
Tasks for Looking Up Products, Assets,
and Orders
The tasks for looking up and displaying information about products, assets, and orders are as
follows:
Browsing the Product Database on page 108
Viewing Assets on page 109
Looking Up Orders on page 110
Browsing the Product Database
As a Siebel Self-Service Applications user, you might need to look up information about products to
help you find a knowledge base article, or to assist you in filing a service request.
To browse the Siebel Self-Service Applications product database, follow this procedure.
This task is part of Tasks for Looking Up Products, Assets, and Orders on page 108.
To browse the product database
1 Navigate to Products, Browse, and then Categories.
The Categories page displays the classifications of products the deploying company offers on this
Web site.
2 On the Available Categories panel or the Browse by Category panel, click the link for a category
of products that you want to see.
Depending on how the deploying company has arranged its catalog, there might be one or more
layers of subcategories.
3 For each subcategory panel, repeat Step 2.
Siebel E-Commerce displays a list of specific products for the selected category or subcategory.
4 To adjust the list display, complete the fields at the bottom of the panel. Some fields are
described in the table that follows.
5 To compare a product with other products, do the following:
a Select the products check box and click Compare.
Siebel E-Commerce displays comparison information for this product and other, similar
products.
b When finished viewing the comparisons, select the Products tab.
Siebel E-Commerce redisplays the Products listing.
6 To display detailed information for a product, do the following:
a Click the product name hyperlink or image.
b On the Product Details panel, to display different detailed information about this product, select
the Product Details tab and the Key Features tab.
Viewing Assets
An asset is a specific instance of a product that is owned by you or your company. An individual asset
is often identified by a unique code called a serial number.
As a Siebel Self-Service Applications user, you might need to look up information about your assets
to help you find a knowledge base article, or to assist you in placing a product order. If you are a
B2C user, you can see the assets that you own. If you are a B2B user, then depending on your
responsibilities and permissions, you might be able to see only those assets that you control, your
teams assets, or your entire companys assets.
To find and view an asset in Siebel Self-Service Applications, follow this procedure.
To view your assets
Navigate to Products, My Products, and then Asset List.
Navigate to My Accounts, Overview. In the My Products panel, click the See All Products link.
2 In the Asset List panel, identify the asset whose details you want to view, and do one of the
following to see its details:
Click its Asset ID hyperlink.
Field Comments
Sort By Specifies the order in which the products are displayed.
View As Controls the visual display of the products and how much information is shown.
110
Select the option, and select the Asset Details tab.
The Asset Details page shows detailed descriptive information for the selected asset, which might
include a picture of the product. Some fields are described in the following table:
The Asset Info tab near the bottom of the panel shows the bill-to information for the asset.
3 (Optional) On the Asset Details panel, you can do the following:
a To display a larger picture of the product in a separate window, click its View Large Image link.
b To hide bill-to information, click the minus sign (-) next to Bill To Details. To show it again, click
the plus sign (+) next to Show.
c If other actions are allowed in relation to this asset, select one from the Actions drop-down list.
Additional entry fields appear on the page.
d To see descriptive information for the other assets in your list, click First, Previous, Next, or Last.
4 To see additional details for the current asset, select the Configuration Details tab near the
bottom of the Asset Details panel.
The Configuration Details list shows the components of this asset and their pricing information.
5 To see the configuration details for the other assets in your list, click First, Previous, Next, or
Last.
Looking Up Orders
If you are a registered and logged-in user, Siebel E-Commerce can display the orders associated with
your logged-in customer account. If you are a B2C user, you can see the orders that you placed. If
you are a B2B user, then depending on your responsibilities and permissions, you might be able to
see only your orders, your teams orders, or your entire companys orders.
To view the details of an order, you can call up a list of orders, and then select the one that you want
to see. To look up an order from a list, follow this procedure.
To look up an order from a list
Navigate to My Accounts, Overview.
Field Comments
Part No. Code that identifies this product in the deploying companys database.
Asset ID Serial number of this specific asset.
Price Type Identifies whether the value in the Price field is a one-time price or an
installment (that is, one of a series of payments).
Using Siebel E-Commerce Process of Browsing and Searching Siebel E-Commerce
Product Catalogs
Navigate to Products, Order Status. In the My Orders panel, click the See All Orders link.
2 On the Orders page, identify the order that you want to view.
To narrow the list in the Search Orders panel, enter the search criteria, and click Search.
3 To display the details of the order that you want to view, do one of the following:
Click its Order number (#) hyperlink.
Select its option, and click the Order Details tab.
4 Go to To view the details of an order on page 111.
Alternatively, to view the details of an order, you can display the order directly by entering its order
number. To look up an order directly, follow this procedure.
To look up an order directly
1 Navigate to Support, Knowledge Base.
2 In the Look Up panel, do the following:
a In the No. Type field, select Order.
b In the No. Value field, enter the order number of the order that you want to see.
c Click Go.
3 Go to To view the details of an order on page 111.
To view the details of an order
1 On the Order Details page, read the detailed descriptive information for the selected order. You
can do the following:
To see additional details of a line item, select the option under Item Name.
To see ship-to and sold-to information, in the Ship To / Sold To Details column, click the View
link.
2 To see additional details of the order, click the Next link to see the next page.
3 Continue clicking the Next link until it shows as disabled on the last page.
Process of Browsing and Searching
Siebel E-Commerce Product Catalogs
To browse and search catalogs, users perform the following tasks:
Browsing Product Categories in Siebel E-Commerce on page 112
Browsing Products in Siebel E-Commerce on page 113
Searching for Products in Siebel E-Commerce on page 114
Product Catalogs
112
Comparing Products in Siebel E-Commerce on page 115
Viewing Product Details in Siebel E-Commerce on page 116
Using Other Features of the Product Details Tab in Siebel E-Commerce on page 117
Checking Out in Siebel E-Commerce on page 120
Browsing Product Categories in Siebel E-Commerce
In Siebel E-Commerce, products within a catalog are displayed by category. For example, a Web site
that sells consumer electronics might have a catalog with categories for cameras, cell phones,
computers, audio equipment, and video equipment.
These categories might also have subcategories. For example, the cameras category might have
subcategories for consumer digital cameras, SLR digital cameras, and camcorders.
Initially, only the Categories tab appears. The customer chooses a category and optionally a
subcategory, and then the products tab appears showing the products in that category.
This task is a step in Process of Browsing and Searching Siebel E-Commerce Product Catalogs on
page 111.
To browse product categories
1 If the application has more than one catalog, the catalogs are listed in the Category tab, and you
must select the desired catalog:
a If you want, use the Items per Page drop-down list to control how many items are displayed in
the Category tab.
b Click a catalog link.
All the root level categories for the catalog appear.
2 Display the products using the Category tab, where the subcategories are listed under each
category:
a If you want, use the Items per Page drop-down list to control how many items are displayed in
the Category tab.
b Click a category image or its name to display its subcategories in the Category tab, and click one
of the subcategories to display its products.
The categories and subcategories that you choose are shown in the locator links, and you can
click on one of these links to navigate back to that category.
c Alternatively, click a subcategory name in the list under the category name to display the
products in that subcategory.
If the subcategories list is too long for the display area, the More Categories link appears,
which you can click to display additional subcategories.
d Alternatively, click Display All to display all the products in a category with subcategories.
Product Catalogs
e Alternatively, if the selected category has products in it as well as subcategories, click the
Products tab to view those products.
The Products tab appears, showing the products for the category or subcategory that you
selected.
3 Alternatively, display products using the Browse by Category list:
a If necessary, click the plus (+) icon next to Browse by Category to display the list of categories.
This panel is displayed by default, so it usually is not necessary to click the plus icon.
b Click a category in the list.
If the category does not have subcategories, the products in the category are displayed in
the Products tab. If the category has subcategories, the subcategories are displayed in the
Browse by Category list and in the Categories tab.
c If necessary, click a subcategory to display the products in that subcategory.
Browsing Products in Siebel E-Commerce
In the Products tab, you can browse products in three views:
Gallery View. Displays products in rows and columns, with a medium-sized picture of each.
List View. Displays products one for each row, with a small picture of each product so that many
rows fit on the page.
Paragraph View. Displays products one for each row, with a larger picture and a description of
each.
page 111.
To browse products
1 In the Products tab, use the default view that is displayed, or change the view by choosing
Gallery, List, or Paragraph in the View As drop-down list.
2 To determine how the products are sorted, in the Sort By drop-down list, choose Name, Price
(Low to High), or Price (High to Low).
By default, the products are sorted by name.
3 To determine how many products are displayed, choose a value from the Items per Page drop-
down list.
4 In the Narrow by pane to the left, limit the number of products displayed by choosing the
following filters:
Values of Attributes. If the products have read-only searchable attributes that have
enumerated list of values, the possible values of these attributes are displayed as drop down
boxes for users to narrow down the products.
Product Catalogs
114
Features. If the products have read-only searchable Boolean attributes, those attributes are
displayed under the heading Features, so the user can narrow down the product list by
displaying only products that have or do not have these features.
Categories. If the search was performed on a category that has subcategories, then these
subcategories are displayed, and the user can drill down on them to narrow down the product
list.
Price Range. The user can enter a minimum and maximum price to view only products in
that price range.
5 In the Expand by pane to the left, click a link to remove a filter that you specified in the Narrow
by pane.
The criteria that the user uses in the Narrow by panel are added to the Expand by panel. You can
click one of these in the Expand by panel to expand the range of products displayed in the product
list by removing the criteria.
6 At any time, add a product to your shopping cart:
a If you want, enter a quantity instead of the default quantity of 1.
b Click the Add to Cart or Add button next to a product to add it to the shopping cart.
NOTE: If the product has editable attributes, when you click Add To Cart, the Product Details
page appears, where you must configure the product. If the product has a Configure button
next to it instead of an Add to Cart or Add button, you must configure the product and use
the configurator to add it to the cart. If the product is an editable promotion, it has the
Configure button and you must also configure it and use configurator to add it to the cart.
For more information, see Configuring Products or Promotions in Siebel E-Commerce on
page 121.
Searching for Products in Siebel E-Commerce
Rather than browsing through categories and products, you can search for specific products.
page 111.
To search for products
1 In the Search For text box, enter a product name, product description, product part number, or
the name or value of a searchable product attribute.
If you perform the search from the catalog home page, the default value in the drop down is
All Categories.
If you perform the search after clicking a catalog, the default value in the drop down is that
catalog.
Product Catalogs
If you perform the search after clicking on a category, the default value in the drop down is
that category.
Rather than entering the full value, you can enter one or more words that are part of any of these
search values.
2 If you want, select a category to search in, and then click Go.
The Products tab appears with all matching products in the currently selected category and its
child categories. If the currently selected category is All Categories, product tab appears with all
matching products from all categories.
3 If there are a large number of results, you can narrow the search further by entering another
search term in the Search For text box.
Because the In drop-down list contains Current Result by default, this search only looks within
the current search result. You can also choose All Categories or an individual category in the In
drop-down list to do a broader search.
4 To add a product in the search result to the shopping cart, enter a number in the Quantity text
box if you want more than the default 1, and then click Add To Cart.
Comparing Products in Siebel E-Commerce
While displaying products that you have found by browsing or searching, you can compare a number
of products side by side, to see the differences in their features and prices.
page 111.
To compare products
1 In the Products tab, in either Gallery view, List view, or Paragraph view, select the check boxes
next to the names of two or more products that you want to compare.
2 Click Compare.
The products are displayed side by side in the Compare tab.
3 Optionally, you can add more products to the Compare tab, to compare them with the products
already in this tab:
a In the Similar Products list or in the Recently Viewed Products list, select the check box next to
one or more products.
b Click Add to Compare.
Alternatively, you can add more products to the comparison from the Products page, the
Products Details page, or the Shopping Cart page. On all of these pages, you can see the
products that you are already comparing in the Compare panel, and you can add more
products. If the page has panels with Similar Products, related Accessories and related
Services, you can also add products from this panel to the comparison.
Product Catalogs
116
4 Optionally, you can remove products from the Compare tab, so you can compare the remaining
products:
a Select the check box at the top of one or more product columns.
b Click Remove Selected from Compare.
c Alternately, if you want to start the procedure again, click Remove All from Compare to remove
all the products.
5 At any time, click Add to Cart in one of the product columns to add that product to your shopping
cart.
Viewing Product Details in Siebel E-Commerce
You can use the Product Details tab to view more information about the product, including product
details, product features, component products, promotions that include this product, and related
products. The user can also open a chat window to contact a sales representative.
Whenever you display the Product Details tab for a product, that product is added to the Recently
View Products list, which is sorted by time, so the most recently viewed products are at the top of
the list.
page 111.
To view more information about a product
1 In the Gallery view, List view, Paragraph view, Compare View, Shopping Cart, Recently Viewed
Products list, Similar Products list, Accessories list, or Services list, click on a product name or
on the product image if there is an image.
Information about the product is displayed in the Product Details tab.
2 In the Product Details tab, click Product Details or Key Features subtab to view information about
the product.
3 In the Promotions list to the right, related promotions appear, and you can click one of the
promotions to see more information about it.
A promotion might give you a discount if you buy this product with another product, or if you buy
this product within a certain range of dates.
4 If necessary, expand the Similar Products, the Accessories, or Services list, and click an item in
one of these lists to see more information about that item.
These products are defined in the Product Administration screen of the Siebel Business
Application, as described in Siebel Product Administration Guide. The products displayed are
specified by the read-only application settings PROD_REL_SIMILAR_PRODUCTS,
PROD_REL_ACCESSORIES, and PROD_REL_SERVICES.
5 You can display articles with more information about the product:
Product Catalogs
a In the Learn More list, click the Product News, User Guide, Solution, or FAQ link.
A pop-up window appears, with background information about the articles and a list of the
FAQs, or How Tos, or Documents, or Blogs about this product.
b Click one of the items in the list to view that article.
6 You can display content that were added using a Content Management System:
In the Links list, click a link.
The content in that link appears. For more information, see Setting Up a Content Management
System for Siebel E-Commerce on page 26
7 You can open a chat window to contact a sales representative:
a In the Learn More list, click Chat with a Live Agent.
b A pop up window appears saying, Please wait. Acquiring Service Representative, and then a chat
window appears allowing you to have a live chat session with the service representative.
c In the chat window, type in your question, and click Send.
d When you are finished with the chat session, click End Chat.
The Enter Feedback window appears.
e Select Yes or No to answer whether this chat session solved your problem, and whether you plan
to phone a sales agent, and select a number to rate the session on a scale of 1 to 10.
8 At any time that you are working with the Product Details tab, you can click Add To Compare to
add this product to the Compare tab, or click Add To Cart in this tab to add this product to your
shopping cart.
Using Other Features of the Product Details Tab in
Siebel E-Commerce
If have chosen a product bundle or a product with components, the Components tab displays more
information about these products.
For information about products with configurable components or editable attributes, see Configuring
Products or Promotions in Siebel E-Commerce on page 121.
page 111.
Viewing Products in a Product Bundle
A product bundle is a group of products that is sold as a single product. For example, you might buy
a product bundle named, Special Computer Package, which includes a computer, a monitor, and a
printer. You choose product bundles in the same way that you choose ordinary products. You can
display more information about the product bundle in the Product Details tab.
Product Catalogs
118
To view the products in a product bundle
1 In the Gallery view, List view, or Paragraph view, click the name of a product bundle.
The product bundle is displayed in the Product Details tab.
2 In the Components table, view a list of all the products in this product bundle.
3 In the Product Details tab, click Product Details or Key Features to view detailed information
about the product bundle, in the same way that you view information about a simple product.
Viewing Promotion Details
A promotion might give you a discount if you buy a product with another product or if you buy a
product within a certain range of dates. You choose a promotion in Siebel E-Commerce in the same
way that you choose a product. You view details of the promotion in the Promotion Details tab, which
is similar to the Product Details tab. There are two types of promotion:
Non-Configurable. The promotion does not have any features that the user can choose. For
example, buy a specific television and get 50% discount on a specific disc player. The user does
not choose which disc player to buy.
Configurable. The promotion has features that the user can choose. For example, buy a specific
single-lens-reflex camera and get 15% discount on one or more of its compatible lenses. The
user chooses which lenses to buy.
If a promotion is configurable, the Configure button appears on the Promotion Details tab, and the
user can click this button to edit the promotion. For information about editing products or
promotions, see Configuring Products or Promotions in Siebel E-Commerce on page 121.
To view the promotion details
1 In the Gallery view, List view, or Paragraph view, click the name of a promotion.
The promotion is displayed in the Promotion Details tab.
The Promotion Description subtab has a general description of the promotion, and the Promotion
Terms subtab explains the terms and restrictions of the promotion.
2 If this is an configurable promotion, click Configure to choose options other than the default.
The components of a promotion are displayed as nodes in a vertical train, and there are Running
Total and Current Selection panels in the configuration page.
Working with Shopping Carts in Siebel E-Commerce
You can work with shopping carts in the following ways.
Saving a Shopping Cart
There is no need to save shopping carts explicitly. The shopping cart is automatically saved when
you:
Product Catalogs
Add an item to the cart.
Update the quantity of an item and click recalculate.
Remove an item from the cart.
Click checkout.
Create a new cart.
The times when carts are saved can be changed using a read-only application setting. For more
information, see Managing Read-Only Application Settings on page 65.
The first time the cart is saved, the E-Commerce application names it in the following way:
<date><time><username> for a logged in user.
<date><time> for any anonymous user.
Refreshing a Shopping Cart
You can refresh your shopping cart to display all the products you have added to it. Refreshing the
cart displays the latest version of it.
To refresh a shopping cart
1 Add one or more products to the shopping cart, as described in:
Browsing Products in Siebel E-Commerce on page 113
Searching for Products in Siebel E-Commerce on page 114
Comparing Products in Siebel E-Commerce on page 115
Viewing Product Details in Siebel E-Commerce on page 116
2 Navigate to the Products, Shopping Cart page.
3 In the Actions list, select Refresh Cart and click Go.
Renaming a Shopping Cart
You can rename shopping carts to help you keep track of them in the future. For example, you might
have one shopping cart named My Low Cost Computer and another named My Medium Cost
Computer.
To rename a shopping cart
1 Add one or more products to the shopping cart.
3 In the Actions list, select Rename Cart and click Go.
4 In the Rename Cart dialog box, enter a new name and click OK.
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120
Creating a New Shopping Cart
When you create a new shopping cart, the earlier shopping cart you were working from is
automatically saved if it has any products in it. Then you can continue shopping with the new cart.
At a later time, you can view a saved shopping cart and buy the products in it, or you can delete it.
By default, a saved shopping cart persists for thirty days, but this default can be changed using a
read-only application setting. For more information about read-only application settings, see
Managing Read-Only Application Settings on page 65.
To create a new shopping cart
2 In the Actions list, select New Cart and click Go.
The old cart is automatically saved if it had products in it, and the new cart becomes the current
cart.
Viewing and Deleting Saved Shopping Carts
After saving shopping carts, you can view them. You can continue shopping or check out with a saved
shopping cart, and you can delete saved shopping carts that are no longer needed.
To view saved shopping carts
2 Click the Saved Carts subtab.
3 If you are not logged in, the login dialog box appears and you must enter your user name and
password.
A list of saved carts appears.
4 Click the name of one of the saved carts in the list to view that cart.
5 With Continue Shopping selected in the Actions drop-down list, click Go to continue shopping with
this shopping cart as your current cart.
To delete a saved shopping cart
1 View your saved shopping cart, as described previously.
2 Click the select button for a saved shopping cart.
3 Click Delete.
Checking Out in Siebel E-Commerce
At any time after you have added one or more products to the shopping cart, you can check them out.
Using Siebel E-Commerce Configuring Products or Promotions in Siebel E-Commerce
page 111.
To check out
1 If you do not want to review the cart before checking out, click Check Out in the Shopping Cart
panel.
If you are an anonymous user, Siebel E-Commerce requires you to log in before taking you to
the checkout. After logging in, the anonymous cart is merged with the logged in user cart.
2 Alternatively, if you do want to review the cart before checking out:
a Click View Cart in the Shopping Cart panel.
The entire contents of the shopping cart appears in the Current Cart tab.
b If you want to remove any items from the cart, select the check box next to the item, and click
Remove.
c At any time, select Refresh Cart in the Action drop-down list, and click Go to redisplay the cart
with only its current content.
d At any time, select Rename Cart in the Action drop-down list, and click Go to rename the cart.
This is useful if you want to save the cart under a meaningful name.
Rename Cart is not available to anonymous users.
e At any time, select New Cart in the Action drop-down list, and click Go to generate a new cart
with no items in it.
New Cart is not available to anonymous users.
f At any time, select Continue Shopping in the Action drop-down list, and click Go to leave the cart
and return to browsing products.
g When you are ready to check out, click Check Out.
If you are an anonymous user, Siebel E-Commerce requires you to log in before taking you
to the checkout.
3 Check out works differently for business-to-business (B2B) and business-to-consumer (B2C)
customers. For more information, see the following:
Placing Orders in Siebel E-Commerce (B2C) on page 123.
Placing Orders in Siebel E-Commerce (B2B) on page 124.
Configuring Products or Promotions in
Siebel E-Commerce
Configuration allows you to select product options. You configure a product if it is one of the
following:
Product with components. For example, if you are buying a computer, you might have to select
the monitor and keyboard.
Using Siebel E-Commerce Configuring Products or Promotions in Siebel E-Commerce
122
Product with attributes. For example, if you are buying a shirt, you might have to select the
size and color.
Configurable promotion. For example, if you get a printer at half price when you buy a specific
computer, you might have to select which printer you want with the computer.
The configurator displays a series of screens that let you customize the product, selecting options by
using radio buttons, check boxes, text boxes, and drop-down lists.
The screens displayed depend on the options that you have to choose from. For example:
If you are buying a computer, you might have to make selections on two screens that let you:
Use radio buttons to select attributes of the computer, such as the color, processor, and
operating system. Radio buttons are used because you must select one of each of these
attributes.
Use check boxes and text boxes to select which peripherals you want. You use check boxes
for peripherals that you can either buy or not buy (such as a printer). You use text boxes to
enter a number for the peripherals that you want to buy one or more of (such as external
storage devices).
If you are buying the beer and fruit of the month, you might have to make selections on one
screen that uses drop-down lists to let you select the region of the beer and region of the fruit.
The number of screens displayed for the configuration, and the control used to make each choice,
are specified by the product administrator who defines the configurable product.
If there are multiple screens, they have Next or Back buttons or both, which let you navigate among
the screens. All screens have a Cancel button that lets you leave the configurator without buying this
product.
To configure a product
1 Display the product in the Product Details tab, as described in Process of Browsing and Searching
Siebel E-Commerce Product Catalogs on page 111.
If the product must be configured, it has a Configure button next to it instead of the Add to Cart
button.
NOTE: For products with components, the Configure button is also available on the Product List
page and Compare page. For simple products with editable attributes and for configurable
promotions, the Configure button is only available on the Product Details page.
2 Click Configure.
The product is displayed in the configurator.
3 Choose the options available in one or more screens of the configurator.
4 Click Add to Cart.
The configured product is displayed in the shopping cart, so you can place the order. For more
information on placing orders, see:
Placing Orders in Siebel E-Commerce (B2C) on page 123
Using Siebel E-Commerce Tasks for Working with Orders in Siebel E-Commerce
Placing Orders in Siebel E-Commerce (B2B) on page 124
Tasks for Working with Orders in Siebel
E-Commerce
The following tasks let you place and view orders in Siebel E-Commerce
Placing Orders in Siebel E-Commerce (B2C) on page 123
Placing Orders in Siebel E-Commerce (B2B) on page 124
Viewing Orders in Siebel E-Commerce on page 125
Placing Orders in Siebel E-Commerce (B2C)
Placing an order for a consumers purchase is simpler than placing an order for a business purchase,
which is described in Placing Orders in Siebel E-Commerce (B2B) on page 124.
While making the purchase, you can
Click the Next and Back buttons to navigate among the steps of the check-out process.
Click Save to save the cart. When you do this, the application calculates the shipping charges
and tax.
Click Cancel to cancel the checkout process and go back to the Cart Detail page.
To check out a B2C purchase
1 In the shopping cart, click Checkout.
2 In the Shipping & Billing step:
a Either select the Ship To Me radio button, or select the Ship To Someone Else radio button, and
then select a shipping address.
If necessary, click Add New, and use the dialog box to add a new shipping address.
b Select a shipping priority (such as Next Day).
c Select the payment method.
d If this purchase is tax exempt, select the Exempt check box, and enter the reason code and tax
certification number.
e Use the Multiple Locations radio buttons to specify whether this order is shipped to more than
one location.
f If you selected Multiple Locations, enter a shipping location for each line item in the order that
differs from the location in the order header.
g If desired, change the default request date.
h Click Next.
124
3 In the Terms & Conditions step:
a Read the conditions of this purchase.
b Select the I Agree check box.
c Click Next.
4 In the Review & Place Order step:
a Read the summary of the information you entered to confirm that it is correct.
b If necessary, click Previous to go back to the earlier steps, and correct the information.
c Click Submit to place the order.
The Order Confirmation tab appears, summarizing the order and confirming that it has been
placed.
5 Print this summary of the order for your records.
Placing Orders in Siebel E-Commerce (B2B)
Checking out B2B sales is more complex than checking out B2C sales. Checking out B2B sales
includes separate screens for shipping details, billing details, and sold to details, instead of the single
screen for shipping and billing details used in B2C sales, which allows for the more complex orders
placed by businesses.
The Terms and Conditions, Review & Place Order, and Order Confirmation screens for B2B sales are
similar to those for B2C sales.
To check out a B2B purchase
1 In the shopping cart, click Checkout.
2 In the Shipping Details step:
a In the Ship To area, select an account, select a contact for that account. Or, if necessary enter a
new contact at the account, use the radio button to specify whether you are specifying an
account or a contact address, and click Add New.
NOTE: B2B users can add a new corporate contact only if they have View All Co. Accts access
and Create User responsibility.
The main shipping address for this order is displayed in this area.
b In the Shipping Info area, select a shipping priority (such as Next Day), change the default
request date if necessary, and use the Multiple Locations radio buttons to specify that this order
is shipped to more than one location if necessary.
c If the item is shipped to multiple locations, in the Order Lines area, enter a shipping location for
each line item in the order that is not shipped to the main address.
d Click Next.
3 In the Billing Details step, select the account that is to be billed, the payment method, and the
tax status, and then click Next.
The payment method supports the purchase order, credit card, and check. If the payment
method is a credit card or a check, you can select among credit card or checking information
already entered for this account, or you can click Add New to enter new information.
a In the Sold To Details tab, in the Sold To area, select an account, and use the Multiple Sold To
radio buttons to specify whether this order was sold to more than one location and contact at
this account.
b If the order was sold to multiple contacts, in the Order Lines area, enter a sold to location and
contact for each line item in the order that was not sold to the main location and contact.
If the sold to information is the same as the shipping information for an order line, you can
select Default from Ship To rather than entering the information manually.
4 In the Terms & Conditions step:
a Read the conditions of this purchase.
b Select the I Agree check box.
c Click Next.
5 In the Review & Place Order step:
a Read the summary of the information you entered to confirm that it is correct.
b If necessary, click Previous to go back to the earlier steps, and correct the information.
c Click Submit to place the order.
The Order Confirmation step appears, summarizing the order, and confirming that it has been
placed.
6 Print the summary of the order for your records.
Viewing Orders in Siebel E-Commerce
After customers have placed orders, they can look at these orders, and see their status. For example,
orders might have a status of pending or shipped. For more information on order statuses, see Siebel
Order Management Guide.
To view orders
1 Navigate to the Order Status, Products view.
2 If necessary, search for the order whose status you want to check:
a To find a specific order, enter the Order Number.
b To find orders from a date range, enter the From Date and To Date.
c To find orders with a specific status, select a status from the drop-down list.
Using Siebel E-Commerce Process of Viewing and Modifying Assets in Siebel E-
Commerce
126
d Click Search
The orders you searched for appear in the Orders list.
3 Do an advanced search:
NOTE: Advanced search is not available for B2C users, unless the Auto Create Individual Account
merchant setting is turned on.
a Click See all search options.
b Choose an account name, or an account and contact name.
The contact control is disabled until an account is chosen. When an account is chosen, you
can use it to select any contact in that account.
c Click Search
The orders you searched for appear in the Orders list.
4 In the Orders list, select the radio button for one order.
5 Click the Order Details and Shipment Details tabs to view more information about this order.
Process of Viewing and Modifying Assets
in Siebel E-Commerce
Asset-based ordering allows you to place an order that modifies a product that you already have.
This feature is not available to anonymous users, only to users who have logged in.
Examples are:
You might already have cell-phone service. You might want to modify your cell-phone service
plan to add text messaging.
You might already have a two-year service plan for your computer. You might want to change
this service plan from in-store service to in-house service.
For more information, see the topic about asset-based ordering in Siebel Order Management Guide.
Searching for Assets
To view an asset or to modify it, you can begin by searching for the asset.
The asset search may be based on either account or contact, depending on the user type and the
AUTO_CREATE setting:
B2B User with AUTO_CREATE=Y. The search is based on the first individual account
(determined by the first account in the AccountVO).
B2B User with AUTO_CREATE=N. The search is based on contact.
B2C User with AUTO_CREATE=Y. The search uses the primary account if the user has one. If
not, it uses the first individual account (determined by the first account in the AccountVO).
Commerce
B2C User with AUTO_CREATE=N. The search is based on contact.
To search for an asset
1 Navigate to the Products, My Products view.
2 If necessary, enter search criteria:
a To find a specific asset, enter either the Product Name or the Asset ID.
b To find assets with a specific status, select a status from the drop-down list.
c To find assets that went into service during a date range, enter the From Date and To Date.
d If you are a B2B user who can use advanced search, to find assets by account, choose an account
name or an account and contact name.
e Click Search
The asset or assets you searched for appear in the Asset list.
Viewing Asset Details and Open Orders
You can view the details and the open orders against any of your assets.
To view asset details and open orders
1 In the Asset list, select the radio button for one asset.
Alternatively, in the Asset list, click the asset number to go directly to the asset detail tab.
2 Click the Asset Detail tab to view asset details:
Major details, such as the description, are shown in the top half of the tab.
a Click the Asset Info tab to view the bill to and basic commitment details.
b Click the Commitment Terms and Details tab or the Commitment Terms and Details link to view
more detailed commitment details.
NOTE: Commitment terms and details are only available for promotions.
c If this is a product with components, a product with attributes, or an configurable promotion,
click the Configuration Details tab to view all the components and attributes of this asset.
3 Click the Open Orders tab to view any orders that you have already placed to modify this asset but
that have not yet been fulfilled.
Placing Orders to Modify Assets
After reviewing details about the asset that you currently have and about any open orders against
this asset, you can place a new order to modify the asset. This feature applies only to configurable
assets.
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128
This feature differs for different users:
For B2B users:
Update SoldTo/BillTo Profile is always shown.
Modify Asset Configuration is shown only when the asset has information for both the SoldTo
and the BillTo Account.
For B2C users
Update SoldTo/BillTo Profile is shown only when ACCOUNT_AUTO_CREATE='Y'
Modify Asset Configuration is shown only when the asset has both soldTo and billTo Account
info and ACCOUNT_AUTO_CREATE='Y'
To place an order to modify an asset
1 Display the asset details.
For more information on asset details, see Viewing Asset Details and Open Orders on page 127.
2 In the Actions list, select Modify Asset Configuration, and click Go.
3 In the Modify Configuration view, click Next.
The configurator appears, with the components and attributes of the asset.
4 Make any changes needed to the components or attributes of the products, and click Next.
The configurator allows you to make selections only if they are compatible with the existing
asset. For example, if you are ordering a new monitor for your computer or a new option for your
wireless service, you select the option here, and the configurator only lets you select the
compatible options.
5 If the asset has many features, you might have to make selections on more configurator pages,
and click Next.
6 In the Summary of Changes view, review all of the changes you made to make sure they are
correct, and click Next.
7 In the Modify Shipping Details view, make any changes needed, and click Next.
NOTE: When the user modifies a configurable product or configurable promotion, the Shipping
Details and Billing Details pages are both hidden if there is no shippable or billable item in the
new configuration. These pages can also be hidden using the application settings described in
Managing Assets Site Settings on page 69.
8 In the Modify Billing Details view, make any changes needed, and click Next.
9 In the Review and Submit view, review all the information you have already. Click Back if it is
necessary to correct any errors, or click Submit to place the order and go to checkout.
Checkout is described in Placing Orders in Siebel E-Commerce (B2C) on page 123 and Placing
Orders in Siebel E-Commerce (B2B) on page 124.
9 Single Sign-On for Siebel Self-
Service Applications
This chapter describes the Single Sign-On (SSO) capabilities of Siebel Self-Service Applications. This
chapter includes the following topics:
About Single Sign-On on page 129
Tasks for Managing Single Sign-On on page 132
About Single Sign-On
Single Sign-On (SSO) is a method of access control that allows a user to be authenticated once and
gain access to multiple software systems. In Siebel Self-Service Applications, SSO is a programmatic
option available to companies that deploy both Siebel E-Commerce and Siebel E-Support sites on the
Web. When enabled, SSO allows registered users to sign in to all the deploying companys Siebel E-
Commerce and Siebel E-Support Web sites once, with one login.
SSO User Interface Variations
If SSO is enabled, then depending on the deploying companys implementation, the Siebel Self-
Service Applications might look and function differently from the descriptions of the standard
functions in this guide. These differences might include, but might not be limited to, the following:
Features. Some Siebel Self-Service Applications features are replaced by SSO application
functions, or must be explicitly implemented by the deploying company. These features include
authentication, password management, user creation, and others.
Login and logout. The login and logout pages might be different from the standard Oracles
Siebel E-Commerce and Siebel E-Support pages. These differences might mean that the look and
feel, branding, and so on that users see might be different from the rest of the applications.
Disabled pages. The Forgot Password functionality is disabled in SSO scenarios. The deploying
company must change the existing code to call the deployed SSOs infrastructure to achieve
Forgot Password functionality. This change could involve modification to the default Self-Service
ADF layer to invoke the SSOs API, or to include the SSOs URL in the Siebel Self-Service
Applications Forgot Password UI. Some other Personal Profile and Company Profile pages are
disabled as well.
For more information about changing Siebel Self-Service Applications code, see Siebel Self-
Service Application Developers Guide. For more information about the Forgot Password feature,
see the description of Forgot Password feature characteristics in Table 19 on page 130.
Single Sign-On for Siebel Self-Service Applications About Single Sign-On
130
SSO Login, Logout, and User Registration Characteristics
The login, logout, and user registration characteristics of an SSO deployment are described in
Table 19. For more information about implementing the customizations involved in setting up SSO,
see Siebel Self-Service Application Deployment Guide.
Table 19. SSO Login, Logout, and User Registration Characteristics
Feature SSO Deployment Characteristics
Login Page When a user clicks the Login link, Siebel Self-Service Applications
displays the SSO login page. When the user logs in, she can
navigate to the Siebel Self-Service Applications.
The Siebel Self-Service Applications send a user name and
partnering token to your companys Siebel Business Application to
create a Siebel session.
Logout Page When a user clicks the Logout link, Siebel Self-Service Applications
displays the SSO Logout page and then takes the user to a Logout
Confirmation page.
You can configure SSO logout to redirect the logout page to a Siebel
Self-Service Applications home page, or to another page. This
redirection is done by specifying the URL of the target logout page
in the SSO settings.
For more information about setting an SSO logout page, see Setting
Up SSO on page 133.
Self-Service Registration Your company must implement user registration on the Web SSO
layer, and make sure that the user names are provisioned in the
Siebel Business Applications LDAP directory. The details of this
implementation will depend on the provisioning system in place at
your company.
It is up to your companys provisioning system to provision users,
adding them to Siebel Business Applications. You can consider
modifying the Self-Service Registration workflow to do this
provisioning. For more information about the Self-Service
Registration workflow, see SelfServiceRegistration Workflow on
page 136.
Single Sign-On for Siebel Self-Service Applications About Single Sign-On
SSO Applications Administration Characteristics
The applications administration characteristics of an SSO deployment are described in Table 20. For
more information about implementing the customizations involved in setting up SSO, see Siebel Self-
Service Application Deployment Guide.
Forgot Password
Login: Password Reset
Profile: Change Password
These functions are not provided by default. However, your
company can implement them. To do so, you must customize your
Siebel Self-Service Applications to invoke the SSO's Password Reset
API from your Siebel Self-Service Applications. The details of how to
implement these functions will vary according to your companys
SSO implementation.
Because passwords are stored in and managed by your companys
SSO and provisioning systems, it is recommended that you relink
the Siebel Self-Service Applications screens to those systems. This
relinking involves changes to the user interface (UI) and ADF code.
Table 20. SSO Applications Administration Characteristics
Administration: Create
Contact with Username
Administration: Promote a
Contact as a User
These functions are not provided by default. However, your
company can implement them. Siebel Self-Service Applications
must first create the new user in the SSO layer, and then invoke the
Self-Service Web service to create the contact.
Additionally, Siebel Self-Service Applications can capture and
provision additional attributes needed in other partner applications.
User provisioning and password management configurations will
vary according to your companys provisioning system and SSO
implementation. In the case of Oracle IDM, for example, these
functions might be set up through coding, extending, or customizing
connectors. As a result, flows for each of these entities would be
redirected through the provisioning system.
For more information about activating a Web service and which Web
services are specific to Oracles Siebel E-Commerce, see Siebel Self-
Service Application Deployment Guide. For details about the
individual Web services, see Siebel CRM Web Services Reference.
Table 19. SSO Login, Logout, and User Registration Characteristics
Single Sign-On for Siebel Self-Service Applications Tasks for Managing Single Sign-
On
132
Tasks for Managing Single Sign-On
You can view the settings that apply to all your companys Siebel Self-Service Applications sites for
SSO in the Site Administration pages of your Siebel Self-Service Applications. You can switch SSO
on or off, and set it up by changing these settings in an XML file.
The tasks for managing SSO are as follows.
Viewing the SSO Settings on page 132
Setting Up SSO on page 133
Viewing the SSO Settings
SSO Settings are visible on the Application Administration pages of your Siebel Self-Service
Applications.
NOTE: You can view only the application settings in your Siebel Self-Service Applications Web UI.
To change these settings, you must set the new values in one or more of the application XML files.
For more information about read-only application settings, see Managing Read-Only Application
Settings on page 65.
To view your Siebel Self-Service Applications SSO settings, follow this procedure.
This task is part of Tasks for Managing Single Sign-On on page 132.
To view the SSO application settings
1 Log on to your Siebel Self-Service Applications Site Administration URL.
2 Navigate to Site Administration, Settings, and then Read Only.
Administration: Manage
Responsibilities of an
Existing Contact
Depending on its implementation, your company might maintain its
responsibility assignments to the user names in either its Siebel
database or in an external LDAP directory. If this is the case, your
company cannot manage responsibilities in the Delegated
Administration pages of its Siebel Self-Service Applications.
Instead, users must contact the deploying company to request
updates, and a sales or service representative at the deploying
company must enter the updates in the Siebel Business Application.
Administration: Change
Password for an Existing
User
This functionality is not provided by default; however, your company
can implement it. To do so, you must customize Siebel Self-Service
Applications to invoke the SSO's Password Reset API from your
Siebel Self-Service Applications.
Table 20. SSO Applications Administration Characteristics
On
3 In the Configuration Parameters list, locate the SSO parameters.
These parameters are listed in the following table.
Setting Up SSO
You can turn SSO on and off, and specify its options, by changing your Siebel Self-Service
Applications SSO-related application settings.
To set up SSO, follow this procedure.
This task is part of Tasks for Managing Single Sign-On on page 132.
To change the SSO application settings
or acl e\ apps\ ss\ base\ model \ r esour ces\
Description Name Comments
Application: Single Sign-on
(SSO) Adapter
SSO_ADAPTER Security adapter for SSO. Defaults to
Siebel Access Manager. Used to retrieve
SSO user names from requests.
(SSO) Enabled
SSO_ENABLED Indicates whether SSO has been set up.
(SSO) Logout URL
SSO_LOGOUT_URL URL of the Web page to display to the user
when logging out.
(SSO) Trust Token
SSO_TRUST_TOKEN Authenticates the user across multiple
SSO sessions.
This is a Siebel Business Applications
implementation.
Application: Proxy
Password
SIEBEL_PROXY_
PASSWORD
Proxy password to allow access to Siebel
Business Applications.
Application: Proxy User
Name
SIEBEL_PROXY_
USER_NAME
Proxy user name to allow access to Siebel
Business Applications.
On
134
3 Locate the SSO-related parameters, and change their settings as shown in the following table.
5 Restart the Siebel server.
Name SSO On Value SSO Off Value
SSO_ENABLED Y
Turns SSO on.
N
Turns SSO off.
SSO_ADAPTER Security adapter identifier, for example:
your company. apps. ss. base. vi ew. secur i t y. OAMUse
r Det ai l Pr ovi der I mpl
(Not
applicable)
1
1. The setting has no effect if SSO_ENABLED=N.
SSO_LOGOUT_URL SSO logout Web page URL, for example:
ht t p: / / sdchs20n734. your company. com: 7779/
Sel f Ser vi ce/ f aces/ ss/ base/ cat al og/
Cat al og. j spx?si t ex=B2CHKM_1: en_US
(Not
applicable)
1
SSO_TRUST_TOKEN Authentication token character string, for example:
123456
(Not
applicable)
1
SIEBEL_PROXY_
PASSWORD
Authentication password for Siebel Business
Applications
(Same as SSO
On Value)
SIEBEL_PROXY_
USER_NAME
Authentication user name for Siebel Business
Applications, for example:
guest cst
(Same as SSO
On Value)
10Workflow Reference for Siebel
E-Commerce
This chapter describes the workflows used by Siebel Self-Service Applications. This chapter includes
the following topics.
About Siebel Self-Service Applications Workflows on page 135
Siebel Self-Service Applications Registration and Notification Workflows on page 135
Siebel Self-Service Applications Registration Approval Workflows on page 147
Siebel E-Commerce Quote Workflows on page 156
About Siebel Self-Service Applications
Workflows
You can customize some features of Siebel Self-Service Applications by modifying their workflows.
This chapter lists the workflows that are specific to Siebel Self-Service Applications, providing a
diagram and description of the steps of each workflow, so that you can decide how to modify them
to meet your companys requirements.
Other workflows that are used by Siebel Business Applications also affect the functionality of Siebel
Self-Service Applications. For more information about these workflows, and about how to run and
modify workflows in general, see Siebel Business Process Framework: Workflow Guide.
Siebel Self-Service Applications
Registration and Notification Workflows
A series of workflows governs the user registration and subsequent user notification activities of
Siebel Self-Service Applications. These workflows are as follows:
SelfServiceRegistration Workflow on page 136
SelfServiceRegistration - UpdateUser Workflow on page 144
SelfServiceTemplateEmail Workflow on page 145
SelfServiceSmtpEmail Workflow on page 145
Additionally, the following workflows, while not part of default Siebel Self-Service Applications
functionality, can be used to customize the product:
SelfServiceRegistration - UpdateContactForOrgId Workflow on page 146
SelfServiceRegistration - UpdateAccountForOrgId Workflow on page 146
Workflow Reference for Siebel E-Commerce Siebel Self-Service Applications
136
SelfServiceRegistration Workflow
The SelfServiceRegistration workflow, shown in Figure 2, performs Create, Read, Update, and Delete
(CRUD) operations on contact, account, and user login information. This workflow also triggers user
registration notifications, and generates inbox items for approval of new registrations.
Figure 2. SelfServiceRegistration Workflow
This workflow operates according to the P_Mode parameter that is passed. The P_Mode parameter
is an input process property of the workflow, with the data type, String. This input process property
determines whether the workflow performs a Create Contact, Create User, Update Contact, Update
User, or Reset Password Only operation. Different sequences of steps are triggered according to the
P_Mode value that is active. The sequence of SelfServiceRegistration workflow steps for each of the
P_Mode values are described in the topics that follow:
ResetPasswordOnly Mode on page 137
CreateContact and UpdateContact Modes on page 138
CreateUser Mode on page 139
UpdateUser Mode on page 142
ResetPasswordOnly Mode
In the ResetPasswordOnly mode, the SelfServiceRegistration workflow resets a password. Siebel
Self-Service Applications use this mode to initiate the following operations:
Resetting the password in a user profile for a logged-in user session
Resetting the password in an anonymous user session where the user forgot the password
In the ResetPasswordOnly mode, this workflow is used in the Siebel Self-Service Applications Profile,
Personal, Reset Password page. This workflow is also used in the Forgot Password Flow.
The steps in the SelfServiceRegistration workflow that are activated for this mode are shown in
Figure 3.
In the ResetPasswordOnly mode, the workflow does the following:
1 Begin Transaction. This is a business service step that initiates the transaction. This step uses
the BeginTransaction method of the EAITransactionService business service.
Figure 3. ResetPasswordOnly Mode Workflow Steps
138
2 Mode = Reset Password Only? This is a decision point that checks whether the mode is
ResetPasswordOnly.
3 Set ResetPwd In SessionProfile. This is a business service step that sets the newly created
password in the Siebel session. The purpose of this attribute is to avoid storing the password in
any column of the database. Instead, this attribute keeps the password as encrypted in a Siebel
session attribute. Also, the Notification templates retrieve the password by using a derived
column based on a decrypting expression on this session attribute. This step uses the
SetProfileAttr method of the SessionAccessService business service.
4 Password is null? This is a decision point that makes sure that the current password is not sent.
If the user is resetting the password during a logged-in session, then Siebel Self-Service
Applications do not send the current password.
5 Self Change Password. This is a business service step that resets the logged-in users
password. This step uses the ChangePassword method of the SiebelWebPasswdMgmtService
business service.
6 Forgot Password - Reset Password. This is a business service step that resets the password
of any user in an anonymous user session. This step uses the ResetPassword method of the
SiebelWebPasswdMgmtService business service.
7 Trigger Notification 1. This is a business service step that triggers a notification based on the
notification template passed in the workflow process property, P_UsertypeNotifTemplateName =
ResetPassword. (In other words, P_UsertypeNotifTemplateName has ResetPassword as its
template name.) This step uses the CreateRequest method of the Outbound Communications
Manager business service.
8 Commit Transaction. This is a business service step that commits the open transaction. This
step uses the Commit Transaction method of the EAITransactionService business service, with
the Is Abort input argument set to False.
9 Rollback Transaction. This is a business service step that rolls back the open transaction. Any
exception from any step in the workflow is directed to this step, through the Exception
Connectors. This step uses the Commit Transaction method of the EAITransactionService
business service, with the Is Abort input argument set to True.
CreateContact and UpdateContact Modes
In the CreateContact mode, the SelfServiceRegistration workflow creates a contact. In the
UpdateContact mode, the SelfServiceRegistration workflow updates contact information and
personal information. Siebel Self-Service Applications use the CreateContact and UpdateContact
modes to initiate the following operations:
Creating and updating other contacts in the Delegated Customer Administration screens
Updating the personal profile of a logged-in user
In the Create Contact mode, this workflow is used in the Siebel Self-Service Applications Profile,
Account, Contact Administration page. In the Update Contact mode, this workflow is used in the
Siebel Self-Service Applications Profile, Account, Contact Administration page and the Siebel Self-
Service Applications Profile, Personal Info page.
The steps in the SelfServiceRegistration workflow that are activated for these modes are shown in
Figure 4.
In the CreateContact and UpdateContact modes, the workflow does the following:
2 Mode = Reset Password Only? This is a decision point that checks whether the mode is
ResetPasswordOnly.
3 Create Contact and Account. This step creates and updates the details of the contact and
account, which includes the Contacts Personal Address and the Accounts Business Address. This
step uses the Execute method of the SelfServiceContact business service. This business service
is an EAI UI business service on the SS_Contacts_IO integration object.
4 Mode=? This decision point is used to check the mode. If the mode is CreateContact or
UpdateContact, the workflow ends after committing the transaction.
6 Rollback Transaction. This is a business service step that rolls back the open transaction. This
the Is Abort input argument set to True.
CreateUser Mode
In the CreateUser mode, the SelfServiceRegistration workflow creates a user from a contact. The
CreateUser mode applies to all self-service registrations. When this mode is active, the workflow
passes the user type details.
Figure 4. CreateContact and UpdateContact Modes Workflow Steps
140
In the CreateUser mode, this workflow is used in the Siebel Self-Service Applications Profile,
Account, Contact Administration page.
Figure 5.
In the CreateUser mode, the workflow does the following:
Figure 5. CreateUser Mode Workflow Steps
2 Mode=? This decision point is used to check the mode. If the mode is CreateUser, the workflow
proceeds to the Contact Id is null decision point.
3 Contact Id is null. The CreateUser mode can be called in one of the following circumstances:
When a new user login is created for an existing contact
In this case, the ContactID is passed.
When a new contact and a new user login are created
In this case, the ID of the contact created in the Create Contact and Account business service
step must be retrieved to continue creating the user account.
4 Fetch Contact Id. This step retrieves the ID of the newly created contact. This is a PRM ANI
utility service executed on the SS_Contacts_IO integration object, which is returned from the
Create Contact and Account business service step.
5 Account Id is null. When a new account is created separately from creating a contact and user
information (for example, when registering a company in Siebel Self-Service Applications), the
ID of the created account must be retrieved to pass the ID to the Approval Inbox Item Creation
business service. Consequently, if the AccountId is not passed, then this decision point calls the
Fetch Primary Account Id step.
6 Fetch Primary Account Id. This step retrieves the ID of the newly created account. This is a
PRM ANI utility service executed on the SS_Contacts_IO integration object, which is returned
from the Create Contact and Account business service step.
7 Create User. This business service step creates the S_USER record as a Web Channel User of
type Web User, and a user entity in the configured LDAP using the LDAP security adapter. This
step uses the Promote method of the SiebelWebRegistrationService business service.
8 Set User Id in UserIO. This business service step uses the SetProperty method of the PRM ANI
utility service to update the newly created UserId in the Users IO that is passed, which contains
the responsibilities to be assigned to the new user. This step uses the SetProperty method of the
PRM ANI Utility Service.
9 Assign Responsibilities. This business service step assigns the responsibilities for the newly
created user. This step uses the Execute method of the SelfServiceUser business service, which
is an EAI UI business service based on the Users IO.
10 Approval Required? When a user is registering in Siebel Self-Service Applications, the user
selects an appropriate user type. Each of the user types is configured either to require approval
or not to require approval. If approval is required for the selected user type, the
P_ApprovalRequd input process property of the workflow is passed as True. If not, the property
is passed as False. If the value of the P_ApprovalRequd input process property is True, this value
executes the Trigger Approval step, which generates the inbox items for approval.
142
11 Trigger Approval. This step creates new Inbox Items based on the Inbox Type and the Approval
Types specified. This step uses the CreateNewApprovalTasks method of the ISS Approval Bus
Service business service. This step is executed only if approval is required by the user type
property (Usertype), based on the P_UsertypeApprovalRequd process property.
NOTE: P_AccountId contains the root account of the corporate account under which the contact
and user are created. Consequently, for a newly created corporate account (produced by the
Register Your Company flow), P_AccountId is set to the ID of the newly created account in the
Fetch Primary Account Id step.
12 Set Password in Siebel Session. This is a business service step that sets the newly created
password in the Siebel session. The purpose of this step is to avoid storing the password in any
column of the database, but instead to keep the password as encrypted in a Siebel session
attribute. Also, the Notification templates retrieve the password by using a derived column based
on a decrypting expression on this session attribute. This step uses the SetProfileAttr method of
the SessionAccessService business service.
13 Trigger Notification. This is a business service step that triggers a notification based on the
notification template passed in the workflow process property. (P_UsertypeNotifTemplateName
is passed based on the user type selected by the registering user in Siebel Self-Service
Applications). This step uses the CreateRequest method of the Outbound Communications
Manager business service.
UpdateUser Mode
In the UpdateUser mode, the SelfServiceRegistration workflow updates a user. In the UpdateUser
mode, this workflow is used in the Siebel Self-Service Applications Profile, Account, Contact
Administration page.
Figure 6.
In the UpdateUser mode, the workflow does the following:
2 Mode=? This decision point is used to check the mode. If the mode is CreateUser, the workflow
proceeds to the New Password is not null? decision point.
3 New Password is not null? This is a decision point that checks whether the password must be
updated in the UpdateUser call. This step checks whether or not the P_NewPassword field is
blank. If this field is not blank, this step executes the following steps: Set NewPwd in
SessionProfile, Update User Password, and Trigger Notification 2. If the P_NewPassword field is
blank, this step skips those steps, and goes directly to the Update Responsibilities step.
Figure 6. UpdateUser Mode Workflow Steps
144
4 Set NewPwd In SessionProfile. This is a business service step that sets the newly created
password in the Siebel session. The purpose of this step is to avoid storing the password in any
column of the database, but instead to keep the password encrypted in a Siebel session attribute.
Also, the Notification templates retrieve the password by using a derived column based on a
decrypting expression in this session attribute. This step uses the SetProfileAttr method of the
SessionAccessService business service.
5 Update User Password. This is a business service step that resets the password of any user
when the current session is that of the Web Delegated Administrator User. This step uses the
ResetPassword method of the SiebelWebPasswdMgmtService business service.
6 Trigger Notification 2. This is a business service step that triggers the notification based on
the notification template passed in the workflow process property,
P_UsertypeNotifTemplateName = ResetPassword. This step uses the CreateRequest method of
the Outbound Communications Manager business service.
7 Update Responsibilities. This is a business service step that updates the responsibility
assignment of a logged-in user. The responsibilities to be assigned and revoked are specified in
the Users IO. This step uses the Execute method of the SelfServiceUser business service, which
is based on the Users IO.
8 Update User. This is a subprocess invocation reference to the SelfServiceRegistration -
UpdateUser method. This subprocess is used to activate or deactivate the user status.
For more information about the SelfServiceRegistration - UpdateUser method, see
SelfServiceRegistration - UpdateUser Workflow on page 144.
SelfServiceRegistration - UpdateUser Workflow
The SelfServiceRegistration - UpdateUser workflow, shown in Figure 7, is used to set the status of
the user account.
Workflow Description. This workflow has the following step:
Update User Status. This is a Siebel operation step that sets the User Status process property
in the Contact business component, using the Contact business object for the specified Object Id.
Figure 7. SelfServiceRegistration - UpdateUser Workflow
SelfServiceTemplateEmail Workflow
The SelfServiceTemplateEmail workflow, shown in Figure 8, is used to make a call to the Outbound
Communications Manager business service to send a template-based email notification. In
application flows where generated notification emails are based on a seeded notification template,
Siebel Self-Service Applications use the SelfServiceTemplateEmail workflow. This workflow derives
the values for the templates substitution fields from the RecipientGroup process property value (for
example, Contact Business Object).
Send Template Email. This business service step calls the CreateRequest method of the
Outbound Communications Manager business service.
This method processes a specified template to generate and send an email. The template is
predefined, and the name of the template is supplied as an argument to the method. The
template has substitution fields whose values are substituted using the Contacts recipient group,
based on the ContactId passed to the method.
SelfServiceSmtpEmail Workflow
The SelfServiceSmtpEmail workflow, shown in Figure 9, is used to make a call to the Outbound
Communications Manager business service that sends a simple SMTP email notification. In
application flows where generated notification emails are not based on a seeded notification
template, Siebel Self-Service Applications use the SelfServiceSmtpEmail workflow. This workflow
accepts the values from the recipient records Subject, Body, and Address fields to trigger the
notification.
Send Email. This business service step calls the SendSmtpMessage method of the Outbound
Communications Manager business service.
This method takes the parts of an email message as method arguments, and sends an email to
the specified recipient. No templates are used in this case.
Figure 8. SelfServiceTemplateEmail Workflow
Figure 9. SelfServiceSmtpEmail Workflow
146
SelfServiceRegistration - UpdateContactForOrgId
Workflow
By default,Siebel Self-Service Applications do not use the SelfServiceRegistration -
UpdateContactForOrgId workflow, shown in Figure 10. However, you can plug this workflow into the
SelfServiceRegistration workflow, to associate the contact with a different organization (Org Id) or
business unit (BU Id). For more information about the SelfServiceRegistration workflow, see
SelfServiceRegistration Workflow on page 136.
NOTE: In the Self-Service Registration workflows, the contact, by default, is associated with the
organization of the proxy employee (the employee login configured in the OM: Proxy Employee
parameter of CustomAppObjMgr). However, you can associate the contact with a different
organization through one of the following approaches:
Set a different Org Id in the DEFAULT_ORGANIZATION_ID Self-Service configuration parameter
(recommended).
Customize the SelfServiceRegistration workflow and plug in the SelfServiceRegistration -
UpdateContactForOrgId workflow.
Workflow Description. This workflow does the following:
Update BU Id of the Contact. This is a Siebel Operation step based on the Contact business
component. This step updates the Primary Organization Id field on the Contact.
SelfServiceRegistration - UpdateAccountForOrgId
Workflow
By default, Siebel Self-Service Applications do not use the SelfServiceRegistration -
UpdateAccountForOrgId workflow, shown in Figure 11. However, you can plug this workflow into the
SelfServiceRegistration workflow, to associate the account with a different organization (Org Id) or
business unit (BU Id). For more information about the SelfServiceRegistration workflow, see
SelfServiceRegistration Workflow on page 136.
NOTE: In the Self-Service Registration workflows, the account, by default, is associated with the
organization of the proxy employee (the employee login configured in the OM: Proxy Employee
parameter of CustomAppObjMgr). However, you can associate the account with a different
organization through one of the following approaches:
Set a different Org Id in the DEFAULT_ORGANIZATION_ID Self-Service configuration parameter
(recommended).
Figure 10. SelfServiceRegistration - UpdateContactForOrgId Workflow
Registration Approval Workflows
Customize the SelfServiceRegistration workflow and plug in the SelfServiceRegistration -
UpdateAccountForOrgId workflow.
1 If Account Id is not null. This step checks to see that the Account Id (passed as the Object Id)
is not null.
2 Update Account for BU Id. This is a Siebel Operation step based on the Account business
component. This step updates the Primary Organization Id field on the Account.
A series of workflows governs user registration approval or rejection, subsequent processing, and
login activities of Siebel Self-Service Applications. These workflows are as follows:
Self Service Registration - Enrollment Approval - Main Workflow on page 148
Self Service Registration - Get Inbox Context Workflow on page 149
SelfServiceRegistration - PostApproval - Activate Workflow on page 149
SelfServiceRegistration - PostApproval - Activate Contact Workflow on page 150
SelfServiceRegistration - PostApproval - Activate Account Workflow on page 151
SelfServiceRegistration - PostRejection - InActivate Workflow on page 152
SelfServiceRegistration - PostRejection - InActivate Contact Workflow on page 153
SelfServiceRegistration - PostRejection - InActivate Account Workflow on page 154
SelfServicePostLoginProcess Workflow on page 155
Figure 11. SelfServiceRegistration - UpdateAccountForOrgId Workflow
148
Self Service Registration - Enrollment Approval - Main
Workflow
Every Siebel Self-Service Applications user type that requires approval is associated with an inbox
type, which is configured in the Administration - Inbox views of Oracles Siebel Business Applications.
All such Siebel Self-Service Applications-seeded inbox types have actions configured to trigger the
Self Service Registration - Enrollment Approval - Main workflow, shown in Figure 12, after the inbox
item is approved or rejected.
1 Get Inbox Context. This is a sub-process step that calls the Self Service Registration - Get
Inbox Context workflow to retrieve the contactId and accountId that are present in the inbox
context.
For more information about the Self Service Registration - Get Inbox Context workflow, see Self
Service Registration - Get Inbox Context Workflow on page 149.
2 Set Contact Object Id. This is a Business Service step that uses the Echo method of the
Workflow Utilities business services to format the objectId.
3 Set Comments on Contact. This step uses a Siebel Operation on the Contact business
component to update the Comments field with the value passed in the Comments process
property.
4 Check Inbox Action. This step checks whether the action on the inbox is Approve or Reject.
This step calls the Approve Registration step or the Reject Registration step accordingly.
5 Approve Registration. This is a sub-process step that calls the SelfServiceRegistration -
PostApproval - Activate workflow. This step passes the contactId and accountId that were
retrieved in the Get Inbox Context step.
For more information about the Self Service Registration - PostApproval - Activate workflow, see
SelfServiceRegistration - PostApproval - Activate Workflow on page 149.
Figure 12. Self Service Registration - Enrollment Approval - Main Workflow
6 Reject Registration. This is a sub-process step that calls the SelfServiceRegistration -
PostRejection - InActivate workflow. This step passes the contactId and accountId that were
retrieved in the Get Inbox Context step.
For more information about the Self Service Registration - PostRejection - InActivate workflow,
see SelfServiceRegistration - PostRejection - InActivate Workflow on page 152.
7 Send Mail to Contact. This is a sub-process step that calls the SelfServiceTemplateEmail
workflow to send an approval notification to the contact based on an email template. This step
retrieves the name of the template to be used from the inbox configuration.
For more information about the SelfServiceTemplateEmail workflow, see
SelfServiceTemplateEmail Workflow on page 145.
Self Service Registration - Get Inbox Context Workflow
The Self Service Registration - Get Inbox Context workflow, shown in Figure 13, retrieves the
contactId and accountId that are present in the inbox context. This workflow process is invoked by
the Self Service Registration -Enrollment Approval - Main workflow process.
Get Inbox Context. This is a Siebel operation step based on the Uinbox Item Task business
component. This step is used to retrieve the ItemContext and ActiveFlag from the Universal
Inbox Item. The ItemContext in the Universal Inbox Item contains the Root Account ID.
SelfServiceRegistration - PostApproval - Activate
Workflow
The SelfServiceRegistration - PostApproval - Activate workflow, shown in Figure 14, is a sub-workflow
called by the Self Service Registration - Enrollment Approval - Main workflow. After a users
registration is approved, the SelfServiceRegistration - PostApproval - Activate workflow activates
that users contact and account details.
Figure 13. Self Service Registration - Get Inbox Context Workflow
150
This workflow calls additional sub-workflows, as described in the steps that follow. Dividing the flow
into sub-workflows is essential, because updates to the Contact and Account business components
are processed through Siebel Operations. Siebel Operations requires the ObjectId of the workflow
that delivers the updates to have the corresponding ID of the entity, for example, contactId or
accountId.
1 Sub: Active Contact. This step calls the SelfServiceRegistration - PostApproval - Activate
Contact sub-workflow and passes the contactId as the objectId of that sub-workflow.
For more information about the SelfServiceRegistration - PostApproval - Activate Contact
workflow, see SelfServiceRegistration - PostApproval - Activate Contact Workflow on page 150.
2 Sub: Activate Account. This step calls the SelfServiceRegistration - PostApproval - Activate
Account sub-workflow and passes the accountId as the objectId of that sub-workflow.
For more information about the SelfServiceRegistration - PostApproval - Activate Account
workflow, see SelfServiceRegistration - PostApproval - Activate Account Workflow on page 151.
Contact Workflow
The SelfServiceRegistration - PostApproval - Activate Contact workflow, shown in Figure 15, is called
by the SelfServiceRegistration - PostApproval - Activate workflow, with the objectId holding the
contactId of the contact to be activated.
1 TBD Get Approval Status and LoginName of Contact. This step uses a Siebel Operation on
the Contact business component with the output arguments that follow to retrieve the Approval
Status and Login Name values of the contact.
Figure 14. SelfServiceRegistration - PostApproval - Activate Workflow
Figure 15. SelfServiceRegistration - PostApproval - Activate Contact Workflow
The ApprovalStatus output argument retrieves the value from the Contact business
component and the Approval Status business component field.
The LoginName output argument retrieves the value from the Contact business component
and the Login Name business component field.
2 TBD If ApprovalStatus='Pending'. This step is a decision point that checks whether the
Approval Status is Pending before activating the contact. If the Approval Status is Pending, this
step calls the Update Approval Status and Activate Contact step. If the Approval Status is not
Pending, this step terminates the workflow.
3 TBD Update Approval Status and Active Contact. This step uses a Siebel Operation on the
Contact business component to update business component fields with the input arguments
shown in the table that follows.
Account Workflow
The SelfServiceRegistration - PostApproval - Activate Account workflow, shown in Figure 16, is called
by the SelfServiceRegistration - PostApproval - Activate workflow, with the objectId holding the
accountId of the account to be activated.
1 Get Approval Status Of Account. This step uses a Siebel Operation on the Account business
component with the output argument that follows to retrieve the Approval Status value of the
account.
The ApprovalStatus output argument retrieves the value from the Account business
Business Component Field Input Argument
Approval Status Approved
Active Status Y
User Status Active
Figure 16. SelfServiceRegistration - PostApproval - Activate Account Workflow
152
2 TBD If Approval Status is Pending. This step is a decision point that checks whether the
Approval Status is Pending before activating the account. If the Approval Status is Pending, this
step calls the Update Approval Status and Activate Account step. If the Approval Status is not
Pending, this step terminates the workflow.
This step is necessary to make sure that only those accounts that are registered through Siebel
Self-Service Applications and pending for approval, are activated upon approval by this workflow.
3 TBD Set Approval_Status='Approved'. This step uses a Siebel Operation on the Account
business component to update the Approval Status business component field with the Approved
input argument.
SelfServiceRegistration - PostRejection - InActivate
Workflow
The SelfServiceRegistration - PostRejection - InActivate workflow, shown in Figure 17, is a sub-
workflow called by Self Service Registration - Enrollment Approval - Main workflow. After a user is
rejected, the SelfServiceRegistration - PostRejection - InActivate workflow rejects the contact and
account details.
This workflow calls additional sub-workflows, as described in the steps that follow. Dividing the flow
into sub-workflows is essential, because updates to the Contact and Account business components
are processed through Siebel Operations. Siebel Operations requires the ObjectId of the workflow
that delivers the updates to have the corresponding ID of the entity, for example, contactId or
accountId.
1 Sub: InActive Contact. This step calls the SelfServiceRegistration - PostRejection - InActivate
Contact sub-workflow and passes the contactId as the objectId of the SelfServiceRegistration -
PostRejection - InActivate Contact sub-workflow.
For more information about the SelfServiceRegistration - PostRejection - InActivate Contact
workflow, see SelfServiceRegistration - PostRejection - InActivate Contact Workflow on page 153.
2 Sub: InActivate Account. This step calls the SelfServiceRegistration - PostRejection -
InActivate Account sub-workflow and passes the accountId as the objectId of the
SelfServiceRegistration - PostRejection - InActivate Account sub-workflow.
For more information about the SelfServiceRegistration - PostRejection - InActivate Account
workflow, see SelfServiceRegistration - PostRejection - InActivate Account Workflow on page 154.
Figure 17. SelfServiceRegistration - PostRejection - InActivate Workflow
Contact Workflow
The SelfServiceRegistration - PostRejection - InActivate Contact workflow, shown in Figure 18, is
called by the SelfServiceRegistration - PostApproval - InActivate workflow, with the objectId holding
the contactId of the contact to be rejected.
NOTE: The contact has already been created as Inactive during Siebel Self-Service Applications
registration; hence, only the Approval Status must be set as Rejected.
1 TBD Get Approval Status and LoginName of Contact. This step uses a Siebel Operation on
the Contact business component with the output arguments that follow to retrieve the Approval
Status and Login Name values of the contact.
The L_ApprovalStatus output argument retrieves the value from the Contact business
The L_LoginName output argument retrieves the value from the Contact business component
and the Login Name business component field.
2 TBD If Approval Status = 'Pending'. This step is a decision point that checks whether the
Approval Status is Pending before updating the approval status of the contact. If the Approval
Status is Pending, this step calls the Update Approval Status of Contact step. If the Approval
Status is not Pending, this step terminates the workflow.
3 Update Approval Status to Rejected. This step uses a Siebel Operation on the Contact
business component to update the Approval Status business component field with the Rejected
input argument.
Figure 18. SelfServiceRegistration - PostRejection - InActivate Contact Workflow
154
Account Workflow
The SelfServiceRegistration - PostRejection - InActivate Account workflow, shown in Figure 19, is
called by the SelfServiceRegistration - PostApproval - InActivate workflow, with the objectId holding
the accountId of the account to be rejected.
1 Get Approval Status of Account. This step uses a Siebel Operation on the Account business
component with the output argument that follows to retrieve the Approval Status value of the
account.
The L_ApprovalStatus output argument retrieves the value from the Account business
2 If Approval Status=Pending. This step is a decision point that checks whether the Approval
Status is Pending before updating the approval status of the account as Rejected. If the Approval
Status is Pending, this step calls the Set Approval Status = 'Rejected' step. If the Approval Status
is not Pending, this step terminates the workflow.
This step is necessary to make sure that only those accounts that are registered through Oracles
Siebel Self-Service Applications and are pending for approval, are rejected by this workflow.
3 Set Approval Status = Rejected. This step uses a Siebel Operation on the Account business
component to update the Approval Status business component field with the Rejected input
argument.
Figure 19. SelfServiceRegistration - PostRejection - InActivate Account Workflow
SelfServicePostLoginProcess Workflow
The SelfServicePostLoginProcess workflow, shown in Figure 20, loads the contact details and
responsibilities of the logged-in user. This workflow also accepts P_Mode as an input process
attribute and, based on the value of P_Mode, loads either the contact details, the user
responsibilities, or both.
1 Skip Load Resp? This is decision point step that checks whether the P_Mode process property
has a value of SkipLoadResponsibilities. If so, the workflow skips the Load Responsibilities step
and goes directly to the Load Contact step. If not, the workflow proceeds to the Load
Responsibilities step.
2 Load Responsibilities. This is a business service step that uses the GetUserResponsibilities
method of the SiebelWebRespMgmtService business service to retrieve the responsibilities
associated with the current user.
3 Convert PSXML to IO. The GetUserResponsibilities method of the SiebelWebRespMgmtService
business service returns a property set of assigned responsibilities. This property set must be
converted into an integration object structure to be transmitted as part of the response. This step
uses the PSHierToIntObjHier method of the EAI Integration Object to XML Hierarchy Converter
business service to perform the conversion.
4 Only Load Resp? This is a decision point step that checks whether the P_Mode process property
value is OnlyLoadResponsibilities. If so, the workflow skips the Load Contact step and terminates.
If not, the workflow proceeds to the Load Contact step.
5 Load Contact. This is a business service step that uses the QueryPage method of the
SelfServiceAccount business service, an EAI UI Business Service based on the SS_Contacts_IO
integration object. This step takes an instance of the SS_Contacts_IO integration object with the
query properties set (for example, <LoginName>='test'</LoginName>) and returns an instance
of the SS_Contacts_IO integration object with the contact details populated.
Figure 20. SelfServicePostLoginProcess Workflow
Workflow Reference for Siebel E-Commerce Siebel E-Commerce Quote Workflows
156
Siebel E-Commerce Quote Workflows
The following workflows are used by Siebel E-Commerce to handle quotes:
Web Channel Quoting Workflow on page 156
QuoteCheckOut Workflow on page 157
Web Channel Quoting Workflow
The Web Channel Quoting Workflow, shown in Figure 21, processes quotes in Siebel Partner
Relationship Management.
1 Eligibility and Compatibility Check. This step checks the product against the eligibility and
compatibility rules that were set up in the Siebel Business Application.
2 Reprice. This step reprices the quote.
3 ABO Delta. This step calculates the action code for each line item during the Asset Based
Ordering (ABO) flow.
4 Sync Quote. This step saves the quote to the database.
Figure 21. Web Channel Quoting Workflow
5 Verify Promotion. If the quote includes a promotion, this step verifies the eligibility of the
promotion.
6 Shipping Cost Service. This step calculates the shipping charge for the quote.
7 Tax Calculator. This step calculates the tax for the quote.
8 Reprice for Quote. This step reprices the quote after verifying the promotion.
9 Query Quote. This step queries the quote from the database.
QuoteCheckOut Workflow
The QuoteCheckOut workflow, shown in Figure 22, handles the quote when the customer checks out,
and places an order based on the quote.
1 Payment Authorization. This step authorizes the payment.
2 AutoOrder. This step converts the quote to an order.
Figure 22. QuoteCheckOut Workflow
158
11Siebel Communications E-
Commerce
This chapter discusses features of Siebel Communications E-Commerce that are different from the
features of Siebel E-Commerce. It includes the following topics:
About Siebel Communications E-Commerce on page 159
Setting Up Siebel Communications E-Commerce on page 159
Using Siebel Communications E-Commerce on page 162
About Siebel Communications E-
Commerce
Siebel Communications E-Commerce is a customized form of Siebel E-Commerce that is designed to
meet the needs of the communications industry.
In addition to the functionality of Siebel E-Commerce, its Web site includes the following features
that are specific to the communications industry:
Customers must specify their zip code, and the application displays only products and promotions
that are available in that location. If the customer is logged in, the application gets the location
from the customers primary address, rather than requiring the customer to enter a location.
Customers go through three separate steps to purchase a device, service, and optionally
accessories.
Customers have enhanced ability to manage their accounts. For example, they can change their
service, change their devices, and suspend or resume service.
This chapter covers only features of Siebel Communications E-Commerce that are different from the
features of Siebel E-Commerce. It is meant to be used as a supplement to the documentation for
Siebel E-Commerce in the rest of this book.
Setting Up Siebel Communications E-
Commerce
In addition to the general setup tasks for Siebel E-Commerce (covered in Chapter 3, Setting Up
Siebel E-Commerce) you must perform the following setup tasks for Siebel Communications E-
Commerce:
Setting Up Siebel Industry Applications on page 160
Setting Up Locations on page 160
Setting Up Eligibility Rules for Products Based on Zip Code on page 160
Siebel Communications E-Commerce Setting Up Siebel Communications E-Commerce
160
Setting Up Product Types on page 160
Setting Up Compatibility of Products (Optional) on page 162
Setting Up Siebel Industry Applications
Siebel E-Commerce and Siebel Communications E-Commerce are customer applications, which
consumers or businesses use to buy your products on the Web. You use different employee
applications to work with these two customer applications:
Siebel E-Commerce is used with Siebel Business Applications.
Siebel Communications E-Commerce is used with Siebel Industry Applications, particularly with
Siebel Communications.
For more information about setting up Siebel Communications, see Siebel Communications Guide.
Siebel Communications supports enhanced order management functionality.
The general order management functionality for Siebel Business Applications is described in
Siebel Order Management Guide.
The special order management functionality for Siebel Communications is described in Siebel
Order Management Guide Addendum for Industry Applications.
You should see both of these guides for information about setting up order management for Siebel
Communications E-Commerce.
Setting Up Locations
Without configuration, the application does not validate the zip codes that customers enter as their
locations to check that they are valid US zip codes.
You must set up custom validation if you want the application to validate US zip codes or postal codes
from other countries.
Setting Up Eligibility Rules for Products Based on Zip Code
When customers begin using Siebel Communications E-Commerce, it displays a dialog box asking
them to enter their zip code. They can also change their zip code while they are using the site.
The site only displays products that are available in the customers zip code.
You must set up eligibility rules based on zip code for your products and promotions that are only
available in specific locations. If there is no eligibility rule, a product is displayed for all locations.
For information about how to set up eligibility rules, see the section about eligibility and compatibility
in Siebel Product Administration Guide.
Setting Up Product Types
Communications purchases generally include two types of products: equipment and service. The
purchase may also include optional equipment.
Siebel Communications E-Commerce Setting Up Siebel Communications E-Commerce
Setting Up Product Types for Sales
When customers purchase products using Siebel Communications E-Commerce, they can select
three different product types: devices, service, and accessories.
You must specify which one of these product types each of your products is.
To do this, you must create these different types of products in separate catalog categories in your
Siebel Industry Application.
CAUTION: All the products of one product type that are on one site must be created in a single
category of a single catalog.
After Siebel Communications E-Commerce has been deployed, edit the file named
SelfServiceConfiguration.properties, which is on the application server where the self-service
application is deployed. Edit the following properties to specify which category and catalog is
displayed on each of the sales pages:
<SI TE_CODE>_EQUI PMENT_CATEGORY_I D=
<SI TE_CODE>_EQUI PMENT_CATALOG_I D=
<SI TE_CODE>_RATEPLAN_CATEGORY_I D=
<SI TE_CODE>_RATEPLAN_CATALOG_I D=
<SI TE_CODE>_PROMOTI ONS_CATEGORY_I D=
<SI TE_CODE>_PROMOTI ONS_CATALOG_I D=
<SI TE_CODE>_ACCESSORI ES_CATALOG_I D=
<SI TE_CODE>_ACCESSORI ES_CATEGORY_I D=
In these examples,
<SITE_CODE> represents the site code for the site. This is entered by the merchant
administrator while configuring the sites.
<ID> represents the catalog or the category Id in your Siebel Industry Application.
You may add multiple lines with different SITE_CODEs and the same ID to specify that the products
in this category and catalog belong to this product type in multiple sites.
You may not add multiple lines with the different IDs and the same SITE_CODEs. All the products of
one type on one site must be in one catalog and category.
You may add multiple lines with different SITE_CODEs and different IDs. Each site may get the
products of one type from its own category and catalog.
NOTE: Alternatively, you may provide these configuration properties during deployment of Siebel
Communications E-Commerce by editing the deployment descriptor to add same entries as listed
above. The way you do this might vary based on the application server.
Siebel Communications E-Commerce Using Siebel Communications E-Commerce
162
Setting Up Product Types for Sales
In addition, when customers display lists of the assets that they already have purchased, the assets
that are displayed depend on value that was entered in the product type field when you used the
Siebel Industry Application to set up products. You can choose the following in the Product Type field:
Device. The product is displayed when the customer chooses to modify equipment.
Service. The product is displayed when the customer chooses to modify service, suspend
service, or resume service.
For information about how the customer performs these tasks, see Updating Accounts in Siebel
Communications E-Commerce on page 165.
Setting Up Compatibility of Products (Optional)
Because customers use these different types of products, you may set up compatibility rules to check
whether the products they purchase are compatible. These compatibility rules would specify which
products should be purchased with a given product.
CAUTION: If you do not set up compatibility rules for a product, customers can purchase it with any
other products. For some business models, this can lead to customer dissatisfaction. For example,
you might set up compatibility rules so customers cannot buy DSL service unless they have wireline
service in their house.
For information about how to do set up compatibility rules, see the section about eligibility and
compatibility in Siebel Product Administration Guide.
Using Siebel Communications E-
Commerce
In addition the tasks that customers can perform when they are using Siebel E-Commerce, covered
in Chapter 8, Using Siebel E-Commerce, customers can perform the following tasks when they are
using Siebel Communications E-Commerce:
Setting Location in Siebel Communications E-Commerce on page 162
Buying Products in Siebel Communications E-Commerce on page 163
Updating Accounts in Siebel Communications E-Commerce on page 165
Setting Location in Siebel Communications E-Commerce
Because different telecommunication products are sold in different locations, Siebel Communications
E-Commerce requires customers to enter their location when they first enter the Web site. Initially,
it displays the Get Started dialog box, where users enter their zip codes before do anything else, and
then it displays only products eligible for your location.
The screens where customers view products include a Change Location button, which customers can
use to enter a different zip code.
To enter your initial location
1 On the Web, navigate to the site powered by Siebel Communications E-Commerce.
The Get Started dialog box appears. Its only field is a text box where the customer enters a zip
code.
2 Enter your zip code and click Go.
To change your location
1 In a page used to select products, click Change Location.
The Get Started dialog box appears.
2 Enter your zip code and click Go.
Buying Products in Siebel Communications E-Commerce
The customers experience of buying products in Siebel Communications E-Commerce differs from
Siebel E-Commerce in the following ways:
Choosing Three Types of Products on page 163
Choosing Three Types of Products
When customer go to the New Service tab to purchase service, Siebel Communications E-Commerce
displays the following three option buttons:
Select device first. This option differs from Siebel E-Commerce in the following ways:
The customer goes through three separate train steps to choose device, then rate plan, and
then optionally accessories. Products are added to the cart during each step of the train.
For each step, the customer can browse categories, products, product details, configure
products, compare products, and so on, as customers do in Siebel E-Commerce, described
in Chapter 8, Using Siebel E-Commerce.
Throughout all the steps, the customer can remove items or can view details of items in
Current Selections panel.
After the customer goes through these three steps, the customer can make final changes in
the content of the cart using the Review And Add To Cart step of the train.
Select rate plan first. This option works like the Select device first option, with these
exceptions:
The customer goes through train steps to choose rate plan, then device, and then optionally
accessories.
After selecting the rate plan, the application displays two option buttons, to give customers
the options of keeping their current device rather than choosing a new device. If they keep
their current device, the application skips the train step for choosing the device.
164
Select from packages. This option allows customers to select packages that include a device,
a rate plan, and possibly accessories. Because the deploying company has set up these packages,
the customer does not have to select a device, rate plan, and accessories in separate steps.
Instead, the customer can simply select a package in the same way that customers select
products in Siebel E-Commerce.
Special Check Out Features
After reviewing the cart, the customer can check out and purchase the products in the cart.
During checkout, the Shipping Details, Terms and Conditions, and Order Confirmation tabs in Siebel
Communications E-Commerce are similar to those tabs is Siebel E-Commerce, described in Checking
Out in Siebel E-Commerce on page 120.
Other tabs have some added features:
The Billing Details step of Siebel E-Commerce:
Has a modified Order Lines table.
Has added fields in the Payment Method window for Frequency, Bill Type, Bill Media, and
Email Address.
In the Payment tab:
The view is changed into a pop-up rather then a full view.
The navigation and tabs are removed.
The Payment Wallet title is removed.
The User Access, Notifications, Address Book, and Payment tabs are removed.
In the central area, the title is changed to Billing Profile (from Payment).
In the central area, the inner tabs for Payment Wallet and Payment History are removed.
In the Billing Profiles section of the view, the table is removed.
In the Billing Profiles section of the view, the Add button is removed.
In the Billing Profiles section of the view, the Select drop down box is removed.
In the Billing Profiles section of the view, the Details Add Credit Card title is removed.
The Sold to Details step of Siebel E-Commerce is renamed Subscriber Details and has the
following changes:
In the Order Lines section of the central area, the Change Phone Number button is removed.
The table has radio buttons rather then check boxes.
The title of column is changed to Subscriber Account (rather then Sold To).
An additional column is added, between the Subscriber Account column and the Phone
Number column, entitled, Subscriber Contact.
A Phone Number popup window is added.
The Review and Place Order step of Siebel E-Commerce has the following changes:
A Bill To Details popup window is added.
A Subscriber popup window is added.
Updating Accounts in Siebel Communications E-
Commerce
Existing customers can use Siebel Communications E-Commerce to modify information about their
account.
This section covers account information that is specific to communications.
To update account information
1 If you have not already done so, click the login link in the upper right corner of the screen to log
in.
2 Navigate to My Accounts, Overview.
3 Click one of the links in the account overview to update that information in your account.
4 From this view, you can change accounts in the following ways:
Adding or Changing Payment Methods and Billing Preferences on page 165
Changing Service on page 167
Changing Equipment on page 167
Suspending Service on page 168
Resuming Service on page 168
Updating Payment Method on Service on page 169
Adding or Changing Payment Methods and Billing Preferences
When you add or change payment method, you specify a credit cards that can be billed or a bank
account that can be debited automatically to pay your bill.
For credit cards and bank accounts, you specify billing preferences, such as the frequency that you
should be billed and whether billing is on paper or electronic. Siebel E-Commerce supports all
payment methods that you have set up in the Siebel Industry Application.
To add payment methods and billing preferences
1 In the account overview, click Go Paperless - Change Billing Preferences.
The My Account, Personal, Payment Wallet view appears.
2 In the Add drop-down list, select Credit Card or Automatic Debit, and click Add.
166
3 If you selected Credit Card, enter the information in the Card Details area. Some fields are
described in the following table:
4 If you selected Automatic Debit, enter the information in the Account Details area. Some fields
are described in the following table:
5 For both Credit Card and Automatic Debit, in the Billing Preference Area, enter the information
described in the following table:
6 Click Save.
To change payment methods and billing preferences
1 In the account overview, click Go Paperless - Change Billing Preferences.
The My Account, Personal, Payment Wallet view appears.
2 Click the Select field for one of the existing rows of the Payment Wallet.
3 Modify the details for that row, with the same information that you use when you enter a new
payment method.
Field Comments
Nickname Enter a name that helps you remember which card this is, such
as My Personal Card or Company Card.
Default Select this checkbox to make this the method that is used to bill
you for service.
Field Comments
Nickname Enter a name that helps you remember which account this is,
such as My Personal Checking Account or My Savings Account.
Default Select this checkbox to make this the method that is used to bill
you for service.
Field Comments
Bill Frequency Select an option to specify how frequently you are billed, such
as monthly or quarterly.
Bill Type Select Detail or Summary to specify whether you receive a
detailed bill.
Bill Media Select a media such as paper or email. Use this option to go
paperless.
Email Address For email billing, enter the email address where the bill should
be sent.
4 Click Save.
Changing Service
The tasks for modifying service are different depending on whether the service you are modifying
was purchased as a:
Promotion
Configurable Product
Simple Product with Editable Attributes
Simple Product
To modify service
1 In the account overview, click Modify Service.
An asset list page appears with a list of assets whose Product Type is service and Status is active.
2 Click an asset.
The Asset Details page appears.
3 Click next to display the Modify Due Date page.
4 Enter the date when the modified service takes effect.
5 The next step depends on how the service was purchased:
a If the service was purchased as a configurable product, click Next and modify the configuration
of the product.
b If the service was purchased as a simple product with editable attributes, click Next to view the
modification type page, which lets you choose whether to modify the existing service or select a
new service, then click Next to modify the service or select the new service.
c If the service was purchased as a simple product, click Next and choose a new product.
d If the service was purchased as a promotion, click Next and modify the promotion, or choose a
new promotion.
6 Click next to display the summary of changes page.
7 Click next to check out.
Changing Equipment
Changing equipment is similar to changing service. However, the application displays assets whose
Product Type is device, rather than service, and you always are taken to the page to purchase a new
device, regardless of how you purchased the original device.
168
To change equipment
1 In the account overview, click Change Equipment.
An asset list page appears with a list of assets whose Product Type is device and the Status is
active.
2 Click an asset.
The Asset Details page appears.
3 Click next to display the Modify Due Date page, and enter the date when the modified service
takes effect.
4 Click Next and select the new device you want to purchase.
5 Click next to display the summary page.
6 Click next to check out.
Suspending Service
The customer can use Siebel Communications E-Commerce to suspend service. For example,
customers can do this when they are going on long vacations and want to suspend service while they
are away.
To suspend service
1 In the account overview, click Suspend Service.
A page appears with a list of your assets with the Product Type of service and the Status of active.
2 Click an asset to display the Asset Details page.
3 Click Next to display the suspension date page, and enter the suspension date when the asset
should be suspended.
4 Click Next to display the Review and Confirm page.
5 Review and submit the suspension of service.
Resuming Service
Customers can resume the suspended service using this procedure.
To resume service
1 In the account overview, click Resume Service.
A page appears with a list of your assets with the Product Type of service and the Status of
suspended.
3 Click Next, and enter the resumption date when the service should be resumed.
5 Review and submit the resumption of service.
Updating Payment Method on Service
Customers can change the payment method for a specific service.
To change the payment method for a service
1 In the account overview, click Update Payment Method on a Service.
A page appears with a list of your assets with the Product Type of service and the Status of active.
3 Click Next and enter the effective due date when this new payment method should be used.
4 Click Next and enter the new payment method and optionally add a new billing profile.
6 Review and submit the new payment method.
170
Index
A
access control 22, 23
setting up 80
single sign-on 129
accessing Siebel Self-Service
Applications 101
accounts
adding addresses 76
adding contacts 78
adding to an organization 76
adding to organizations 45
new user registration 83, 84
overview, viewing 104
updating contacts 81
activating Siebel Search 42
activating Web services 41
activating workflow processes 41
adding accounts to an organization 76
adding accounts to organizations 45
adding addresses to organization
accounts 76
adding contacts to organization
accounts 78
adding payment methods to profiles 88
adding profile addresses 91
adding responsibilities 42
adding sites 66
adding substitution rules 57
addresses
adding to profiles 91
configuring the State field 44
editing in a profile 91
allowing credit card payments
CyberSource Internet Commerce Suite 28
application settings
defining 61
E-Commerce 66
overview 61
page template 62
process of managing 62
read-only 65
application-specific features, enabling or
disabling 45
approval workflows 147
Self Service Registration - Enrollment
Approval - Main 148
Self Service Registration - Get Inbox
Context 149
SelfServicePostLoginProcess 155
SelfServiceRegistration - PostApproval -
Activate 149
Activate Account 151
Activate Contact 150
approving registrations 81
architecture of knowledge management
systems 54
assets
looking up 108
modifying 126
placing orders to modify 127
searching for 126
viewing 109, 126
viewing details 127
viewing open orders 127
assets site settings 69
assigning permissions 42
attributes of products 121
B
B2B Orders 124
B2C Orders 123
background functions, setting up 40
blogs 116
browsing products 108, 111, 113
bundles 117
Business Service
Shipping Cost Service (eScript) 25
C
caches
managing 70
cart site settings 69
cart, reviewing 120
catalog images 25
catalog site settings 68
catalogs, controlling access to 23
categories 112
chat
initiating 106
setting up 34
surveys, submitting 107
Index D
172
chat window 116
checking out 120
(B2B) 124
(B2C) 123
checkout site settings 69
CMS
See content management system
Communications E-Commerce
buying products 163
changing billing preferences 165
changing equipment 167
changing payment methods 165
modifying service 167
overview 159
resuming service 168
setting location 162
setting up 159
suspending service 168
updating accounts 165
updating payment method on service 169
using 162
comparing products 115
components of products 121
configuration rules
migrating from Siebel eSales to Siebel E-
Commerce 99
configurator
images 25
setting up 20
using 121
configuring products 121
configuring promotions 121
connecting to third-party knowledge
management systems 60
Contact Us
recipient email address 32
setting up 32
contacting the deploying company 105
contacts, updating 81
content management system 26
controlling access to
catalogs 23
E-Commerce 22, 23
products 23
web pages 23
copying site settings 70
creating solutions 37
creating view objects 57
custom configurations, effects of ENABLE
settings on 51
custom responsibilities
Commerce 98
D
data permissions, mapping to
responsibilities 94
default price list 20
deleting sites 66
deploying company
contacting 105
selecting site 102
sending email to 107
descriptions of permissions 44
details, products 116
E
E-Commerce
comparison with eSales 12
migrating from Siebel eSales 97
overview 11
process of setting up 19
E-Commerce application settings 66
E-Commerce functionality permissions,
mapping to responsibilities 95
editing profile addresses 91
editing profile payment methods 90
eligibility rules 28
email
generating service requests from 36
sending to a deploying company 107
subject format 33
email notifications
customizing 27
modifying templates 27
modifying workflows 27
setting up communication driver profiles 27
email notifications, customizing
workflows, using to control notifications 27
email response
setting up 35
setting up for Oracle Contact Center
Anywhere 36
ENABLE parameter settings 48
effects on custom configurations 51
effects on features 50
effects on menus 49
effects on other settings 48
eSales 12
F
FAQs 116
features
application-specific, enabling or disabling 45
effects of ENABLE settings 50
feedback, submitting for a chat session 107
file formats, adding to the knowledge base
Index G
display 39
forgotten passwords, resetting 92
G
gallery view 113
general site settings 67
generating service requests from emails 36
H
hot offers 28
how tos 116
I
image path 25
initiating Web chat sessions 106
integrating E-Commerce with
CyberSource 28
integrating Siebel E-Support with third-party
knowledge management 56
K
KM
See knowledge management
knowledge management
adding file formats to the display 39
architecture 54
setting up 36
setting up the LOV for 37
substitution rules 56
third-party systems 53
view objects 55
L
learn more list 116
list view 113
literature view 26
logging in to Siebel Self-Service
Applications 103
logging out of Siebel Self-Service
Applications 105
looking up assets 108
looking up orders 108, 110
looking up products 108
M
managing caches 70
managing organizations 80
managing site settings 66
managing user profiles 87
mapping permissions to responsibilities 93
menus, effects of ENABLE settings on 49
migrating
assigning new responsibilities to existing
users 98
configuration rules from Siebel eSales to
Siebel E-Commerce 99
custom responsibilities from Siebel eSales to
responsibilities from Siebel eSales to Siebel E-
Commerce 97
Siebel eSales to Siebel E-Commerce 97
tasks for migrating from Siebel eSales to
modifying assets 126
modifying sites 66
multilingual web sites 22
my account page 11
my products, viewing 126
N
notification workflows 135
SelfServiceSmtpEmail 145
SelfServiceTemplateEmail 145
notifications, customizing
workflows, about using to control
notification 27
O
opening chat window 116
Oracle Contact Center Anywhere, setting up
email response 36
order management 20
orders
looking up 108, 110
permissions, mapping to responsibilities 95
orders (B2B) 124
orders (B2C) 123
orders to modify assets 127
orders, viewing 125
organizations
adding account addresses 76
adding account contacts 78
adding accounts 45, 76
existing contact registration 86
new contact registration 85
ongoing management 80
registering 75
setting up 75
overview of E-Commerce 11
P
page templates
application settings 62
paragraph view 113
Index Q
174
passwords
forgotten 92
resetting 92
payment history, viewing in a profile 90
payment methods
adding to profiles 88
editing in a profile 90
permissions
about 74
assigning 42
data 94
descriptions 44
E-Commerce functionality 95
mapping to responsibilities 93
orders 95
products 95
syntax 44
user interface 93
personal information, updating 88
placing orders (B2B) 124
placing orders (B2C) 123
placing orders to modify assets 127
price lists 20
products
blogs 116
browsing 108, 111, 113
browsing by category 112
bundles 117
categories 112
checking out 120
comparing 115
configuring 121
controlling access to 23
details 116
FAQs 116
gallery view 113
how tos 116
learn more list 116
list view 113
looking up 108
paragraph view 113
permissions, mapping to responsibilities 95
promotions 117
reviewing cart 120
searching 114
searching for 111
viewing details 116
viewing more information 116
with attributes 121
with components 121
products page 11
profiles
adding addresses 91
adding payment methods 88
editing addresses 91
editing payment methods 90
viewing payment history 90
promotions 28, 117
configuring 121
Q
QuoteCheckOut workflow 157
quoting
workflows 156
quoting workflows
QuoteCheckOut 157
Web Channel Quoting 156
R
read-only application settings 65
Real-Time Decisions 28
recipient email address 32
registering
as existing contact for an organization 86
as new contact for an organization 85
as new user for a new account 83
as new user for an existing account 84
organizations 75
users 82
registration page
overview 11
registration workflow modes
SelfServiceRegistration, CreateContact
mode 138
SelfServiceRegistration, CreateUser
mode 139
SelfServiceRegistration, ResetPasswordOnly
mode 137
SelfServiceRegistration, UpdateContact
mode 138
SelfServiceRegistration, UpdateUser
mode 142
registration workflows 135
SelfServiceRegistration 136
SelfServiceRegistration -
UpdateAccountForOrgId 146
UpdateContactForOrgId 146
SelfServiceRegistration- UpdateUser 144
registrations
approving 81
rejecting 81
rejection workflows 147
SelfServiceRegistration - PostRejection -
InActivate 152
InActivate Account 154
Index S
InActivate Contact 153
related solutions, associating with
solutions 38
resetting forgotten passwords 92
resetting passwords 92
resetting security question 92
resolution documents, associating with
solutions 38
responsibilities
about 74
adding 42
mapping to data permissions 94
mapping to E-Commerce functionality
permissions 95
mapping to orders permissions 95
mapping to permissions 93
mapping to products permissions 95
mapping to user interface permissions 93
Commerce 97
migrating from Siebel eSales to Siebel Self-
Service E-Commerce 98
overview 23
Web Anonymous User 23
Web Corporate User 23
Web Registered User 23
reviewing cart 120
RTD 28
RTD Inline Service 28
running workflow processes 41
S
searching for assets 126
searching for products 111, 114
security question, resetting 92
selecting deploying company site 102
Approval - Main workflow 148
Self Service Registration - Get Inbox Context
workflow 149
SelfServiceConfiguration.properties 26, 28
SelfServicePostLoginProcess workflow 155
Activate Account workflow 151
Activate Contact workflow 150
Activate workflow 149
InActivate Account workflow 154
InActivate Contact workflow 153
InActivate workflow 152
UpdateAccountForOrgId
workflow 146
UpdateContactForOrgId
workflow 146
SelfServiceRegistration - UpdateUser
workflow 144
SelfServiceRegistration workflow 136
SelfServiceRegistration workflow modes
CreateContact 138
CreateUser 139
ResetPasswordOnly 137
UpdateContact 138
UpdateUser 142
SelfServiceSmtpEmail workflow 145
SelfServiceTemplateEmail workflow 145
sending email to a deploying company 107
service requests
generating from emails 36
setting up access control 80
setting up chat 34
setting up Contact Us 32
setting up E-Commerce
allowing credit card payments 28
content management system 26
controlling access 22
controlling user access 23
defining application and site settings 61
email notifications 27
hot offers 28
image path 25
integrating with CyberSource 28
multilingual web sites 22
process 19
setting up configurator 20
setting up order management 20
setting up price lists 20
shipping charge calculations 25
setting up email response 35
setting up knowledge management LOV 37
setting up order management 20
setting up organizations 75
setting up price lists 20
setting up Siebel Email Response 35
setting up single sign-on 133
setting up user access 80
setting up Web chat 34
settings
application 61
effects of ENABLE parameters 48
ENABLE parameters 48
Index T
176
site 61
system 61, 70
viewing for single sign-on 132
shipping charge calculations 25
Shipping Cost Service (eScript) 25
Siebel Chat
See chat, Web chat
Siebel E-Commerce
See E-Commerce
Siebel Email Response, setting up 35
Siebel eSales
migrating to Siebel E-Commerce 97
See eSales
Siebel E-Support
integrating with third-party knowledge
management 53, 56
Siebel Search, activating 42
about using 101
logging in 103
logging out 105
process of accessing 101
workflows 135
Siebel Solutions
setting up with Siebel E-Support 36
view objects 57
single sign-on
about 129
setting up 133
tasks for managing 132
viewing settings 132
site settings
assets 69
cart 69
catalog 68
checkout 69
copying 70
defining 61
general 67
managing 66
overview 61
sites
adding 66
deleting 66
modifying 66
solutions
associating related solutions 38
associating resolution documents 38
solutions, creating 37
SSO
See single sign-on
State field, configuring for addresses 44
subject format, specifying for email 33
submitting feedback for a chat session 107
substituting view objects 57
substitution rules
adding 57
in knowledge management integration 57
support page 11
surveys
chat 107
Web chat 107
syntax, of permissions 44
system settings
managing 70
overview 61
T
tasks
for contacting a deploying company 105
for looking up products, assets, and
orders 108
for single sign-on management 132
Commerce 98
third-party knowledge management
connecting to 60
integrating with Siebel E-Support 56
view objects 57
U
updating account contacts 81
updating personal information 88
user access, setting up 80
user interface permissions, mapping to
responsibilities 93
user management, about 73
user profiles, managing 87
user types 23
users
registering 82
V
view objects
creating 57
in knowledge management systems 55
substituting 57
substitution rules 56
viewing account overview 104
viewing assets 109, 126
viewing details of assets 127
viewing my products 126
viewing open orders against assets 127
viewing orders 125
viewing payment history in a profile 90
viewing single sign-on settings 132
Index W
W
Web Anonymous User responsibility 23
Web Channel Quoting workflow 156
Web chat
initiating 106
setting up 34
surveys, submitting 107
Web Corporate User responsibility 23
web pages, controlling access to 23
Web Registered User responsibility 23
Web services, activating 41
web sites, multilingual 22
workflow modes
SelfServiceRegistration, CreateContact
mode 138
SelfServiceRegistration, CreateUser
mode 139
SelfServiceRegistration, ResetPasswordOnly
mode 137
SelfServiceRegistration, UpdateContact
mode 138
SelfServiceRegistration, UpdateUser
mode 142
workflow processes
about 135
activating 41
approval 147
notification 135
registration 135
rejection 147
running 41
workflows
QuoteCheckOut 157
quoting 156
Approval - Main 148
Self Service Registration - Get Inbox
Context 149
SelfServicePostLoginProcess 155
SelfServiceRegistration 136
Activate 149
Activate Account 151
Activate Contact 150
InActivate 152
InActivate Account 154
InActivate Contact 153
UpdateAccountForOrgId 146
UpdateContactForOrgId 146
SelfServiceRegistration - UpdateUser 144
SelfServiceSmtpEmail 145
SelfServiceTemplateEmail 145
Web Channel Quoting 156
Index W
178

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