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1Copyright © 2007, Oracle. All rights reserved.
Module 1: Introducing Siebel Applications
Siebel 8.0 Essentials
2 of 26Copyright © 2007, Oracle. All rights reserved.
Module Objectives
After completing this module you should be able to: Describe Siebel Customer Relationship Management (CRM)
applications and how they are classified Identify the common business entities found in Siebel CRM
applications
Why you need to know: You need to be familiar with Siebel applications to understand the
context of this course
3 of 26Copyright © 2007, Oracle. All rights reserved.
Introducing CRM - Marketing
Create
Campaigns
Execute
Campaigns
Create
Segments
& Offers
Process
Responses
Create
Prospects/Offers
Create
Marketing
Plans
Marketing executives and Managers can create high-level business plans
Set goals and objectives, identify available funds, assign budgets
Cover a broad set of tactics, including outbound and inbound programs, campaigns, and events
Segment: Defines a target set of customers or prospects with members changing over time
Advanced analytics tools needed Offers are associated with a campaign, and then
presented when the campaign is launched. Offers can be reused in many campaigns
A marketing tool to target and motivate specific segments of the customer base
Initiative in which you convey a marketing message to one or more groups of people
Offers & target audience are associated Multi-stage/wave campaign
Execute the plan by sending out offers to the target audience
Multi-channel – print, email, fax, telephone External agencies vendors enable
execution
Upload vendor provided campaign response Create Opportunity based on the offer response Create Orders based on the response Track status & review campaign performance Analyze key metrics such as Revenue generated
A marketing tool to target and motivate specific segments of your customer base to achieve a specific result
One time offer of products or services is made Needs segments to be created
4 of 26Copyright © 2007, Oracle. All rights reserved.
Introducing CRM - Sales
Manage
Opportunities
& Quotes
Manage
Customers
Manage
Prospects
Forecast
Revenues
Measure
Sales Force
Effectiveness
Qualify
Leads
Marketing executives and Managers can create high-level business plans
Set goals and objectives, identify available funds, assign budgets
Cover a broad set of tactics, including outbound and inbound programs, campaigns, and events
Segment: Defines a target set of customers or prospects with members changing over time
Advanced analytics tools needed Offers are associated with a campaign, and then
presented when the campaign is launched. Offers can be reused in many campaigns
A marketing tool to target and motivate specific segments of the customer base
Initiative in which you convey a marketing message to one or more groups of people
Offers & target audience are associated Multi-stage/wave campaign
Execute the plan by sending out offers to the target audience
Multi-channel – print, email, fax, telephone External agencies vendors enable
execution
Upload vendor provided campaign response Create Opportunity based on the offer response Create Orders based on the response Track status & review campaign performance Analyze key metrics such as Revenue generated
Define key effectiveness measures Align compensation along performance on
metrics Collect metrics data & award bonuses Rebaseline metrics if applicable
5 of 26Copyright © 2007, Oracle. All rights reserved.
Introducing CRM - Service
Perform field
Maintenance
tasks
Manage
Service
Agreements
Solve
Customer
Issues
Perform
Preventive
Maintenance
Track
key measures
Manage
Orders &
Invoices
Fulfill order by delivering product or enabling service
Maintain asset details of the customer including technical details
Ensure invoicing, billing & payments Revise orders based on requests
Answer product questions from prospects Verify service agreement validity before responding
to existing customers Respond to customer queries on products, services,
billing, payment & new products/services Create knowledge bank of known issues & solutions
Check service inventory & place RMA order
Receive parts & schedule customer visit Perform customer visit for necessary
maintenance tasks Charge time & expense for the call
Create agreements with entitlements Create warranties for product sold Manage expiry of agreements, entitlements Generate renewal orders for service
contracts
Estimate potential revenue to be earned based on current & future opportunities
Conduct discussions with managers to review forecast for redundancy with other reps
Disclose potential revenue Submit expense reports
Track key metrics such as customer satisfaction scores, call effectiveness, service request Turn Around time
Orient key measures around customer satisfaction
6 of 26Copyright © 2007, Oracle. All rights reserved.
Introducing CRM - Channels
Channel
Function
Premises
/ Branches
Letter Print &
other media
Phone / Web Chat
Fax Email Website/
Self service
Sales
Marketing
Service
Field Service
Channel performance Optimal Supporting Low fitment Unsupported
Highest Cost Channel Lowest Cost Channel
7 of 26Copyright © 2007, Oracle. All rights reserved.
Siebel Customer Relationship Management (CRM)
Enables you to manage interactions with customers, partners, and employees Typically deployed as a single application with broad functionality Supports multiple communication channels
Web and email Call center Field service
Uses a single database to: Allow all users access to the same set of data
Example: The correct customer order status is seen by all relevant users
Ensure changes to data are made once and only once Example: An address needs to be updated in only one place
Is a packaged application with built-in best practices
8 of 26Copyright © 2007, Oracle. All rights reserved.
Siebel CRM Applications
Are available tailored for: Different types of customer, partner, or employee interactions and
channels (horizontal applications) Different industries (industry applications)
Examples: Horizontal applications
Siebel Sales Siebel Call Center Siebel Partner Portal Siebel Remote
Industry applications Siebel Finance Siebel Consumer Goods
9 of 26Copyright © 2007, Oracle. All rights reserved.
Types of Siebel Enterprise Applications
Employee applications Are used by internal employees Examples include:
Siebel Call Center Siebel Sales
Customer and partner applications Are used by customers and partners Examples include:
Siebel eSales Siebel Partner Portal
10 of 26Copyright © 2007, Oracle. All rights reserved.
Siebel CRM OnDemand
A hosted solution that provides core functionality to casual users, business partners, and remote divisions Available on a per-user basis through a monthly subscription
11 of 26Copyright © 2007, Oracle. All rights reserved.
Employee Application: Siebel Sales
Siebel Sales may be used by a company’s sales representatives and managers to manage accounts, sales opportunities, and contacts
Siebel Sales Opportunities screen
12 of 26Copyright © 2007, Oracle. All rights reserved.
Employee Application: Siebel Call Center
Siebel Call Center may be used by a company’s telesales and service representatives
Siebel Call Center service screen
13 of 26Copyright © 2007, Oracle. All rights reserved.
Customer Application: Siebel eSales
May be used by customers to purchase products over the Web Includes an interactive product catalog, search and product
comparison mechanisms, and online ordering capabilities
Shopping cartProduct catalog
14 of 26Copyright © 2007, Oracle. All rights reserved.
Partner Application: Siebel Partner Portal
May be used by a company’s partners to communicate, collaborate, and conduct business with a Web-based interface
Partner Portal opportunities screen
15 of 26Copyright © 2007, Oracle. All rights reserved.
Comparison of Siebel CRM Applications
Siebel functionality is delivered as separate horizontal or vertical applications that: Have the same user interface and navigation Are based on the same underlying application architecture Use the same underlying technologies for automation, integration,
and so on Share many of the same application screens
Applications use the same executable, but use different configuration and input files Configuration files are used to specify application parameters Use Siebel Tools to generate input files that control behavior
This course will teach you how to modify these files to meet the specific requirements of your business
16 of 26Copyright © 2007, Oracle. All rights reserved.
Siebel User Interface (UI) Modes
0/2
High Interactivity Mode
Standard Interactivity Mode
The Siebel UI is rendered in one of two modes:
17 of 26Copyright © 2007, Oracle. All rights reserved.
High Interactivity Mode
Is available for employee applications, supporting highly interactive users
Uses additional code, such as Active X controls, to provide extra functionality Drag-and-drop for setting column widths Explorer-like hierarchy views Menu bar and tool bars Saving records by moving off the current line
Requires Internet Explorer (check documentation for versions)
1/2
18 of 26Copyright © 2007, Oracle. All rights reserved.
Standard Interactivity Mode
Is available for customer and partner applications Designed to be less browser-dependent
Behaves like a typical HTML-based Web application Available on a wide variety of browsers (check documentation
for supported browsers)
2/2
19 of 26Copyright © 2007, Oracle. All rights reserved.
Common Siebel Application Business Entities
Siebel applications use common business entities A business entity is something of business interest in the real
world Siebel applications refer to these entities as business
components Examples:
Accounts Contacts Opportunities Service requests Assets
20 of 26Copyright © 2007, Oracle. All rights reserved.
Common Siebel Business Components
0/7
Service Requests
Contacts
Opportunities
Accounts
Assets
0/5
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Accounts
Are businesses external to your company Represent a current or potential client, a business partner, or a
competitor Are associated with a team
1/5
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Contacts
Are people with whom you do business Can be public or marked as personal Are associated with a team (public contacts) or a user (personal
contacts)
2/5
23 of 26Copyright © 2007, Oracle. All rights reserved.
Opportunities
Are potential revenue-generating events Have the following characteristics:
A possible association with an account A probability of completion A close date
Are associated with a team
3/5
24 of 26Copyright © 2007, Oracle. All rights reserved.
Service Requests
Are requests from customers or prospects for information or assistance with your products or services
Have the following characteristics: A status A severity level A priority level
Are associated with a single owner
4/5
25 of 26Copyright © 2007, Oracle. All rights reserved.
Assets
Are instances of purchased products Have the following characteristics:
An asset number A product and part number A status level
5/5
26 of 26Copyright © 2007, Oracle. All rights reserved.
Module Highlights
Siebel CRM applications allow you to manage all customer points of contact
Types of Siebel CRM enterprise applications are: Employee applications: Siebel Call Center, Siebel Sales, and so
on Customer applications: Siebel eSales, Siebel Partner Portal, and
so on Common Siebel business components include:
Accounts Contacts Opportunities Service requests Assets
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