Siebel 8.0 Fundamentals/Application Administration

Special Notices

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Overview

This course covers covering important Siebel application functionality and the conceptual tools and hands-on task expertise Application Administrators need to support Siebel application users.

Students become familiar with navigating and working with data in the Siebel user interface, and they learn about the business logic and key business entities at the heart of Siebel CRM applications. Students explore the defining features of Siebel applications, such as Siebel Sales, Siebel Call Center, and Siebel Field Service. Students explore the capabilities of Siebel automation options, such as Siebel Workflow, Assignment Manager, and Task UI. The course concludes with an overview of implementing a Siebel application, including a discussion of implementation best practices.

The course provides a strong grounding in Siebel concepts, including the Siebel Web architecture, the logical organization of Siebel applications, and access control. The next part of the course focuses on administrative tasks using in the Siebel client. Students are exposed to a wide range of administrative areas common to all Siebel applications. The last part of the course focuses on administrative functionality that requires interaction with Siebel server components. After learning how to configure and manage server components, students use this knowledge in administering Siebel Remote, message broadcasts and alerts, and Siebel Assignment Manager. The course does not include system administration tasks, such as performance tuning.

Learn To:

• Explore Siebel automation methods
• Configure and manage server components
• Administer Quick Fill Templates and pre-defined queries
• Administer iHelp and Siebel State Model
• Create and administer activity template
• Navigate Siebel applications

Prerequisites

Suggested Prerequisites:

• Navigating Siebel 8.0 Applications Self-Study CD Course

Delegates will learn how to

• Use Siebel Call Center features, such as CTI, Smart Scripts, and Service Analytics
• Create, delete, and modify records
• Use Siebel Field Service features, such as Dispatch Board, Assets, and Warranties
• Use Siebel Sales features, such as forecasting, global accounts, and territory management
• Navigate in the Siebel user interface
• List and describe common Siebel business entities
• Explore Siebel Workflow, Assignment Manager, and Task UI
• Describe best practices for a Siebel implementation project
• Administer Quick Fill Templates and pre-defined queries
• Administer message broadcasts and alerts
• Administer lists of values
• Control access to views and customer data
• Configure and manage server components
• Describe important object definitions in a Siebel application
• Describe the components of the Siebel Web architecture
• Use catalogs to organize master data

Course Outline

Navigating and Working with Data in the Siebel Interface

• Introducing Siebel CRM Applications
• Navigating Siebel applications
• Creating, modifying, and deleting records
• Querying for data

Common Siebel Business Entities

• Representing customers with Accounts and Contacts
• Describing tasks with Activities
• Defining sales-related objects with Opportunities and Quotes
• Resolving customer issues with Service Requests
• Using Siebel business entities to implement business practices

Siebel Application Functionality

• Siebel Sales scenario: Opportunity Management
• Siebel Sales scenario: Forecasting
• Other Siebel Sales Features
• Siebel Call Center: service scenario
• Siebel Call Center features (SmartScripts, Service Analytics, Hostelling and Multi-tenancy)
• Siebel Field Service scenario
• Assets and Warranties

Siebel Automation and Other Application Features

• Siebel Workflow
• Siebel Assignment Manager
• Siebel Task UI
• Other features (Siebel Search, Audit Trail, Reports, iHelp, Siebel Tools)

Best Practices for Siebel Implementations

Exploring the Siebel Architecture

• Components of the Siebel architecture
• Different Siebel client types and how they access data

Understanding Object Definitions

• Major types of object definitions
• Using About View to identify user interface and business layer objects

Accessing Siebel Applications

• Components of the Siebel security model
• Major entities used to specify a company in Siebel applications
• Types of authentication

Controlling Access to Customer Data

• How access to customer data is controlled
• How visibility filters limit data visible to the user

Creating Users, Positions, and Organizations

• Creating the company structure using divisions, organizations, positions, users, and employees

Using Catalogs to Organize Master Data

• Creating catalogs and categories to store master data
• Using access groups to limit access to master data

Quick Fill Templates and Predefined Queries

• Administering Quick Fill Template
• Administering Predefined Queries
• Administering View Links

Administering Lists of Values

• Adding, modifying, or inactivating an item in a static drop-down list
• Modifying and administering constrained picklists

Administering Activity Plans and Templates

• Creating and deleting activity templates
• Adding activity assignment details

Other Administrative Topics

• Setting system preferences
• Administering global data
• Activating and deactivating workflow processes

Administering Audit Trail

• Administering Audit Trail
• Monitoring Audit Trail

Siebel iHelp

• Designing iHelp items to assist end users

Siebel State Model

• Creating a new state model

Configuring and Managing Server Components and Parameters

• Server component groups and components
• Server parameters and the different levels at which they can be set
• Profiles and job templates
• Managing server components
• Submitting jobs
• Setting logging options
• Monitoring the state of the Siebel application

Administering Message Broadcasts and Alerts

• Administering message broadcasts
• Administering Alerts

Configuring and Administering Siebel Remote

• Siebel Remote concepts and components
• How Siebel Remote handles synchronization conflicts
• Creating a mobile client and extract a client local database
• Performing ongoing Siebel Remote administration

Administering Siebel Assignment Manager

• Creating a sales assignment rule
• Creating a service assignment rule that uses employee skills
• Test assignment rules