Module 01 Introducing Siebel Applications

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Siebel 8.0 Essentials

Introducing Siebel Applications

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Module 1: Introducing Siebel Applications

Module Objectives

To understand the term Customer Relationship

Management (CRM) To describe Siebel CRM and Identify the common entities

found in Siebel CRM

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Customer Relationship Management (CRM) "CRM is the business strategy that aims to understand,

anticipate, manage and personalize the needs of an organization's current and potential customers"

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Introduction to Siebel Applications Siebel CRM Applications are available tailored for:- different types of customers, partners or employees interaction and channel (Horizontal Applications) - different types of Industries (Industry Applications)Industry Applications Siebel Consumer Sector Siebel Energy Siebel Financial Services Siebel Life Sciences Siebel Public Sector Siebel Travel & Transportation Horizontal Applications Employee Applications Siebel Call Center Siebel Service Siebel Sales Customer Applications Siebel eSales Siebel eService Siebel Orders Siebel Pricer Partner Applications Siebel Partner Manager Siebel Partner Portal

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Employee Application: Siebel Sales Siebel Sales application is used by a companys employees

(Sales Representatives, Sales Managers) to manage Accounts, Contacts, Sales Opportunities and to forecast the revenues.Siebel Sales Opportunities Screen

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Employee Application: Siebel Call Center Siebel Call Center application is used by a company`s

telesales and service representatives.Siebel Call Center Service Screen

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Customer Application: Siebel eSales Siebel eSales application is used by customers to purchase products

over the web. Includes an interactive product catalog, search and product comparison mechanism and online ordering capabilities.

Product catalog

Shopping cart

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Partner Application: Siebel Partner Portal Siebel Partner Portal application is used by a company`s

partners to communicate, collaborate and conduct business with a Web-based interface.

Partner Portal Opportunities screen

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Types of Siebel Interfaces (UI) Siebel UI is rendered in one of the two modes

High Interactivity Mode is available for employee applications supporting highly interactive users. requires Internet Explorer (check documentation for versions) provides additional functionality (using additional code such as Active X controls) has drag-and-drop for setting column width reduces number of page refreshes has menu bar and tool bars has implicit save Standard Interactivity Mode is available for customer and employee Applications. behaves like typical HTML based Web Application. is available on a wide variety of browsers.

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Differences between User Interfaces The following features are supported only by high

interactivity: Client-side scripting. with access to Siebel objects on the client side Interactive controls. like calculator, calendar date/time selector Implicit save. saves the record without having to press the save button

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Common Business Entities in Siebel Application A business entity is something which is of business

interest in the real world Siebel Application refers to these entities as Business

Components Examples Accounts Contacts Opportunities Service Requests Assets

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Common Siebel Business Components Accounts Contacts Opportunities Service Requests Assets

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Accounts An account is a business external to your company

Represents a current or potential client, a business partner or a competitor with whom you do business

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Contacts Contacts are the people with whom you do business They have the following characteristics Name Job Title Email Address Work Phone #, Mobile Phone #, Home Phone #

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Opportunities Opportunities are potential revenue-generating events They have the following characteristics Possible Association with an Account Potential Revenue Probability of Completion Status of Lead Close Date

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Service Requests

Service Requests are requests from customers for information or assistance with a problem related to products or services purchased from your company They have the following characteristics A Status A Severity Level A Priority Level Association with an Account A Single Owner

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Assets Assets are instances of purchased products They have the following characteristics

An asset number A product and part number Status level

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Module Highlights Siebel CRM Applications allow you to manage all points of contact Types of Applications:

Industry Applications Horizontal Applications Employee Applications Siebel Call Center, Siebel Sales, etc. Customer Applications Siebel eSales, Siebel Partner Portal, etc. Some of the important Siebel business components are:

Accounts Contacts Opportunities Service Requests Assets

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