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8/10/2019 Siebel 7 Essentials Student Guide Vol1
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Siebel Systems, Inc.Siebel 7 EssentialsStudent Guide, Volume 1
Version 7.0 November 2001
Part # 10PO2-PLT01-07000
10PO2-PLT01-07000
Copyright 2001 Siebel Systems, Inc., 2207 Bridgepoint Parkway, San Mateo, CA 94404. All
rights reserved. No part of this publication may be stored in a retrieval system, transmitted, or
reproduced in any way, including but not limited to photocopy, photographic, magnetic, or other
record, without the prior agreement and written permission of Siebel Systems, Inc.
Siebel Systems, Inc. considers information included in this document to be Confidential and
Proprietary. Your access to and use of this Confidential and Proprietary Information is subject to
the terms and conditions of the Siebel License Agreement or Non-Disclosure Agreement which
has been executed and with which you agree to comply.
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Copyright2001 Siebel Systems, Inc. Siebel Systems, Inc.
Re: Training Materials Siebel Systems Confidential and Proprietary Information
Dear Siebel Education Student:
This letter will serve to confirm that all information that is disclosed orally, visually, and in printedform during your visit to Siebel Systems, Inc. for formal training classes is to be treated asConfidential in accordance with the terms of the applicable confidentiality agreement (theAgreement) between Siebel Systems, Inc. and your Company.
Under the terms of the Agreement, please be advised that you may not:
1. disclose such information or materials except as specified in the Agreement, nor2. use such information or materials other than for the specified purpose set forth in the
Agreement.
Also, the materials you receive during your visit are copyrighted works of Siebel Systems, Inc.(regardless of whether they bear a copyright mark) and may be used only for the purpose ofsupporting the training of your employees who attend Siebel System training courses. You maynot reproduce, disclose, or distribute these materials, in whole or in part, nor may you preparederivative works of them. These copyrighted works include the Student Guides, Labs Manuals,Instructor Guides, and all course materials used in Siebel Systems, Inc. courses and workshops.
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For more information about Siebel Technical Education classes: http://siebeluniversity.siebel.com
Technical Training from Siebel University
Instructor-Led Training
Siebel University offers instructor-led courses and workshops on core Siebel architecture, functions,and enabling technologies, in our Learning Centers or on-site at your company. Instructor-led training
sessions are conducted by instructors who have both a practical and a theoretical command of the
subject matter they teach. Lectures and demonstrations are reinforced by hands-on labs, discussions,
and question-and-answer sessions for maximum understanding and retention.
Siebel 7 Essentials Installing and Extending Siebel Analytics 7
Siebel 7 Core Consultant Course Creating Siebel 7 Reports
Siebel 7 Requirements Mapping Siebel 7 Migration Training Workshop
Siebel eBusiness Application Integration 7 Siebel eRoadmap Workshop
Configuring Siebel Marketing 7 Getting Started Workshop
Siebel Interactive Selling Suite 7: Server-
Based Implementation Siebel Employee Relationship Management
7 Workshop
Siebel Interactive Selling Suite 7: Browser-
Based Implementation
Key Success Factors for Siebel Implementa-
tions Workshop
Web-Based Training
Siebel University offers Web-based courses covering the complete line of Siebel eBusiness
Applications. This technology-enabled training is self-paced, interactive, and involves the use oftraining products that are Internet, CD-ROM, and intranet playable. These CD-ROM-based and Web-
based products, available 24x7, feature modular design for effective learning, easy navigation, and
searchable topics.
Course Types:a wide variety of Web-based training divided into three types:
Functional Technical Selling topics
Course Subjects:Web-based courses cover the following training subjects:
Components of Siebel
eBusiness Applications
Siebel Industry
applications
Siebel Horizontal applications
Siebel software migration Technical topics Navigation
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For more information about Siebel End User Education: http://siebeluniversity.siebel.com
Siebel End User Education
Uniquely Qualified to Train Siebel End Users
Siebel End User Education focuses exclusively on providing process-based education for Siebel
eBusiness Applications. Our global team of consultants blends the right mix of technology and
human interaction to generate interactive training solutions that accommodate all types of end users
on all tiers of the organizational hierarchy. These solutions may include one or a variety of the
following:
Consultative analysis and reviews
Targeted training courseware
Instructor-led classes
Self-paced study
Distance learning
Performance support systems
No other education consulting team focuses 100% of their efforts on Siebel eBusiness Applications
like Siebel End User Education. Our consultants have extensive industry experience, participate inon-going training and certification on all Siebel eBusiness Applications, and possess advanced
business skills. In addition, Siebel Consultants have the advantage of working closely with internal
and external resources throughout Siebel Systems and its integration partners. Our global presence
enables us to deliver solutions in many languages, including most European and Asian languages. For
those customers who intend to use an internal training team, we will work with that team to providethe Siebel eBusiness Application expertise and support they need during and beyond the rollout.
Flexible Education Solutions
Siebel End User training reaches beyond instruction of technical components and complex concepts.
It bridges the gap between old and new processes. End users need to know more than how Siebel
eBusiness Applications work; they need to know how it will affect them in accomplishing their job
responsibilities. Siebel End User Education has developed three distinct domains to categorize the
flexible education solutions that ensure optimal end-user deployments targeted to the customers
unique requirements and environment.
Transition:our innovative consultative services, like change communication and readiness,
that assist our customers in better planning and communicating a Siebel eBusiness
Application deployment.
Deployment: the development and delivery of training rollouts for both enterprise and mid-
market customers, whether it is to end users or a customer's internal team of trainers. eLearning: the customized multimedia solutions used for self-paced learning, process
validation, and training support.
The process-oriented services we provide stem from a solid foundation of core skills in development
and delivery. Using this foundation, we cultivate the most appropriate, flexible solution that supports
our customers values yet inspires their end users in a way no other training experience has in the
past.
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Siebel 7 Essentials
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Table of Contents
Volume 1
Foundations
Module i: Siebel 7 Essentials Training
Module 1: Introducing Siebel eBusiness Applications
Module 2: Using the Siebel Client
Module 3: Organizing Data Behind the User Interface
Architecture and Installation
Module 4: Exploring the Siebel Architecture
Module 5: How Clients Access Siebel Data
Module 6: Installing Siebel Software
Module 7: Server Administration
Access Control and Organization Setup
Module 8: Access Control and Views
Module 9: Access Control and Data
Module 10: Access Control and View Types
Module 11: Creating an OrganizationModule 12: Authenticating Users
Exploring Siebel Applications
Module 13: Understanding Object Definitions Behind a Siebel Application
Module 14: Using Siebel Tools to Examine Object Definitions
Module 15: Understanding the Siebel Data Model
Module 16: The Siebel Data Model: Party Business Components
Configuration
Module 17: The Configuration Process
Module 18: Managing Object Definitions
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Volume 2
Configuration, Continued
Module 19: Editing and Compiling Object Definitions
Module 20: Understanding Siebel Template Files
Module 21: Configuring Applications and Screens
Module 22: Configuring Views
Module 23: Configuring List Applets
Module 24: Configuring Form Applets
Module 25: Understanding Business Components and Joins
Module 26: Business Components and Joins: Party Extension Tables
Module 27: Understanding Business Objects and Links
Module 28: Configuring Business Components and Fields
Module 29: Creating a New BC Using the Standard 1:M Extension Table
Module 30: Configuring Navigation
Module 31: Extending the Database
Module 32: Configuring Picklists
Module 33: Configuring Multi-Value Groups
Module 34: Configuring Access Control
Module 35: Localizing an ApplicationModule 36: Configuration Guidelines
Volume 3
Data Loads
Module 37: Introducing Enterprise Integration Manager
Module 38: Data Mapping
Module 39: Invoking Enterprise Integration Manager
Module 40: Setting Enterprise Integration Manager Options
Module 41: Access Control and Access Groups
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Business Process Automation
Module 42: Introducing Siebel Workflow
Module 43: Invoking Workflow Processes
Module 44: Additional Workflow Topics
Module 45: Introducing Assignment Manager
Module 46: Creating Sales Assignment Rules
Module 47: Creating Service Assignment Rules
Module 48: Invoking Assignment Manager
Module 49: Personalizing View and Applet Access
Module 50: Personalizing Content and Behavior
Deployment
Module 51: Using Siebel Remote to Support Mobile Clients
Module 52: Additional Siebel Remote Topics
Module 53: Migrating Data Between Environments
Conclusion
Module 54: Final Words
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Siebel Technical TrainingSiebel Technical Training
Siebel 7EssentialsVersion 7.0
November 2001
Siebel 7EssentialsVersion 7.0
November 2001
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Module Objectives
This module provides an introduction to the:
Instructor and fellow students (class participants)
Training site
Course materials, goals, audience, methodology, objectives, and
agenda
Why you need to know
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Introductions and Expectations
Who are you?
Name
Company
Role
What is your prior experience?
Siebel eBusiness applications
Relational database
Programming
How do you expect to benefit from this course?
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Training Site Information
Bathrooms
Telephones
Fire Exits
Class duration and breaks
Meals and refreshments
Questions?
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Course Materials
Student Guide
All slides presented during lecture
Lab Guide
Hands-on lab exercises and solutions
Media
Navigating Siebel 7 Applications CD-ROM
Siebel 7 Call Center Fundamentals CD-ROM
Siebel 7 Application Administration CD-ROM
Bookshelf for Siebel 7 Applications CD-ROM
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Course Objectives
In this course, you will learn how to:
Navigate the Siebel eBusiness user interface
Describe the Siebel eBusiness architecture
Install Siebel eBusiness software to set up your enterprise
Control access to Siebel applications and data
Define your organization structure
Configure and localize a Siebel eBusiness application
Load data into the Siebel database
Automate business rules in your Siebel eBusiness application
Support mobile clients Migrate data between environments
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Course Audience
This course is designed for:
Application Developers
System Architects and Configurators
Database Administrators
Systems Administrators
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Course Methodology
Subject matter will be delivered via:
Lecture and slide presentations
Software demonstrations
Class discussions
Hands-on labs
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Overview of Course Flow
4.
Exploring
Siebel
Applications
2.
Architecture
and
Installation
3.
Access
Control and
Organization
Setup
5.
Configuration
6.
Data Loads7.
Business
Process
Automation
8.
Deployment
9.
Conclusion
1.
Foundations
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Agenda
Foundations
1: Introducing Siebel eBusiness Applications
2: Using the Siebel Client
3: Organizing Data Behind the User Interface
Architecture and Installation
4: Exploring the Siebel Architecture
5: How Clients Access Siebel Data
6: Installing Siebel Software
7: Server Administration
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Agenda Continued
Access Control and Organization Setup
8: Access Control and Views
9: Access Control and Data
10: Access Control and View Types
11: Creating an Organization
12: Authenticating Users
Exploring Siebel Applications
13: Understanding Object Definitions Behind a Siebel Application
14: Using Siebel Tools to Examine Object Definitions 15: Understanding the Siebel Data Model
16: The Siebel Data Model: Party Business Components
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Agenda Continued
Configuration
17: The Configuration Process
18: Managing Object Definitions
19: Editing and Compiling Object Definitions
20: Understanding Siebel Template Files
21: Configuring Applications and Screens
22: Configuring Views
23: Configuring List Applets
24: Configuring Form Applets
25: Understanding Business Components and Joins 26: Business Components and Joins: Party Extension Tables
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Agenda Continued
Configuration Continued
27: Understanding Business Objects and Links
28: Configuring Business Components and Fields
29: Creating a New BC Using the Standard 1:M Extension Table
30: Configuring Navigation
31: Extending the Database
32: Configuring Picklists
33: Configuring Multi-Value Groups
34: Configuring Access Control
35: Localizing an Application 36: Configuration Guidelines
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Agenda Continued
Data Loads
37: Introducing Enterprise Integration Manager (EIM)
38: Data Mapping
39: Invoking Enterprise Integration Manager
40: Setting Enterprise Integration Manager Options
41: Access Control and Access Groups
Business Process Automation
42: Introducing Siebel Workflow
43: Invoking Workflow Processes 44: Additional Workflow Topics
45: Introducing Assignment Manager
46: Creating Sales Assignment Rules
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Agenda Continued
Business Process Automation Continued
47: Creating Service Assignment Rules
48: Invoking Assignment Manager
49: Personalizing View and Applet Access
50: Personalizing Content and Behavior
Deployment
51: Using Siebel Remote to Support Mobile Clients
52: Additional Siebel Remote Topics
53: Migrating Data Between Environments
Conclusion
54: Final Words
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Summary
This module provides an introduction to the:
Instructor and fellow students (class participants)
Training site
Course materials, goals, audience, methodology, objectives, and
agenda
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Introducing Siebel eBusiness Applications
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Module 1: Introducing Siebel eBusiness
Applications
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Siebel eBusiness Enterprise
An integrated product suite that helps manage customer
relationships
Built on a common architecture
Siebel eFinance
Siebel eInsurance
Siebel eHealthcare
Siebel eCommunications
Industry Applications
Siebel eAutomotive
Siebel eEnergy
Siebel ePharma
Siebel ePublic Sector
Customer ACustomer Applications
Siebel eMarketing
Siebel eService
Siebel eSalesSiebel Interactive Selling
Suite (ISS)
Siebel Handheld
Siebel Wireless
Siebel Voice
Employee Applications
Siebel Call Center
Siebel Service
Siebel SalesSiebel Field Service
Siebel eBusiness Architecture
For complete listing,
see Siebel Bookshelf
or www.siebel.com
Partner Applications
Siebel eChannel
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Siebel MidMarket Edition (MME)
Designed for companies with fewer than 100 users
An integrated product suite that helps manage customer
relationships
Industry Applications
Customer Applications
Siebel eCustomer, MidMarket Edition
Siebel eSales,MidMarket Edition
Siebel eService, MidMarket Edition
Employee Applications
Siebel Call Center, MidMarket Edition
Siebel Sales, MidMarket Edition
Siebel Service, MidMarket Edition
Siebel eBusiness Architecture
Siebel eFinance, MidMarket Edition
Siebel eInsurance, MidMarket Edition
Siebel eHealthcare, MidMarket Edition
Partner Applications
Siebel eChannel, MidMarket Edition
MME is a product line optimized to meet the fundamental eBusiness
needs of most mid-sized companies. It is designed to provide basic salesand service functionality. In general, MidMarket Edition has a much
simpler feature set than the Enterprise offering. The technical features not
built into the MidMarket Edition are those typically required by large
organizations, including UNIX support, server-to-server replication,
advanced database extensibility, and advanced Assignment Manager
functionality. MidMarket Edition is built upon Siebel's Web-based
architecture and shares the same look and feel of Siebel Enterprise.
Technical differences relevant to material covered in this course will be
pointed out as appropriate. For a detailed comparison, please refer to
Siebel SupportWeb.
Siebel MidMarket
Edition
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Business Entities
Siebel eBusiness Applications use entities to manage business
relationships, for example Accounts
Opportunities
Contacts
Service Requests
Activities
Assets
A business entity is something in the real world in which we have a
business interest.
Entity
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Account
Is a business external to your company
Represents a current or potential client, a business partner, ora competitor
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Contact
Is a person with whom you do business
Has the following characteristics Name
Job title
Email address
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Service Request
Is a request from a customer for information or assistance with
a problem related to products or services purchased from yourcompany
Has the following characteristics
Status
Severity
Priority
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Activity
Is a specific task or event to be completed
Has the following characteristics Start date and due date
Priority
Assigned to specific employees for completion
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Asset
Is an instance of a purchased product
Has the following characteristics Asset number
Product and part number
Status
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Types of Applications
Employee
Internal application used by employees and partners
Examples: Siebel Sales, Siebel Call Center, eFinance
Customer
External application used by customers
Examples: Siebel eService, Siebel eSales, Siebel eMarketing
Partner
External application used by employees and partners
Example: Siebel eChannel
There are two types:
Alliance Partners are partners who team with Siebel Systems in themarket.
Channel Partners are partners authorized to resell Siebel eBusiness
Applications.
Partners
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Types of User Interfaces (UI)
High interactivity
Available for employee applications, supporting highly interactiveenterprise users
Requires Internet Explorer 5 or higher
Standard interactivity
Available for customer applications
Behaves like traditional Web applications, requiring frequent
page refreshes
Available for customer applications, when the Web users browser is
unknown.
Standard Interactivity
Available only with Siebel employee applications in the Siebel 7 release.
High interactivity relies on Java, JavaScript, and LiveConnect support fromthe browser. It also requires JavaScript 1.2 Document Object Model
(DOM) technology and HTML frame support from the browser.
High Interactivity
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Benefits of High Interactivity UI
Reduces number of page refreshes
User downloads complete HTML page initially
Subsequent round trips fetch data required to update page
Saves data implicitly by stepping off record
No need to click Save button
Supports highly interactive graphical UI elements
Flowcharts, organization charts, interactive toolbars
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Differences Between High and Standard Interactivity
The following features are supported onlyby high interactivity
Client-side scripting With access to Siebel objects on the client side
Interactive controls
Calculator, calendar date/time selector
Keyboard shortcuts
For frequently used commands
Allow employees to speed up routine tasks and thereby improve their
productivity.
Keyboard Shortcuts
These provide customers with added flexibility to design and customize
their applications.
Interactive Controls
Using Siebel objects, customers can build sophisticated data validation
logic on the client side to further reduce the number of page refreshesneeded for high interactivity applications.
Client-side Scripting
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Employee Application: Siebel Sales
Siebel Sales allows your sales force to manage accounts,
sales opportunities, and contacts
Personalized content
For more information on Siebel Sales, go to www.siebel.com.Reference
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Employee Application: Siebel Call Center
Siebel Call Center allows your agents to coordinate and
manage all customer interactions
Click
menu
button for
more
commands
For more information on Siebel Call Center, go to www.siebel.com.Reference
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Customer Application: Siebel eService
Siebel eService allows your customers to receive self-service
and assisted service over the Web
Frequently asked questions
allow customer self-service
For more information on Siebel eService, go to www.siebel.com.Reference
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Customer Application: Siebel eSales
Siebel eSales allows your customers to purchase products
over the Web
Browse products
Shopping cart
For more information on Siebel eSales, go to www.siebel.com.Reference
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Partner Application: Siebel eChannel
Siebel eChannel allows companies and their partners to work
together to market and sell to, service, and retain customers
Recommended
itemsCompany news
For more information on Siebel eChannel, go to www.siebel.com.Reference
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Applications Used in This Course
Siebel Call Center and Siebel eService are used during this
course Technology learned here applies to all Siebel applications
For information on all other Siebel eBusiness Applications, see
Siebel Bookshelf
www.siebel.com
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Standard Siebel Application
Functionality demonstrated so far is standard and prebuilt
Data presented in the UI is stored in a database
SiebelDatabase
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Benefits of Deploying Siebel Applications
Applications are integrated, so they can work separately or
together Integrated applications access a common Siebel database
All Siebel eBusiness Applications are built on a common
architecture
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Summary
This module showed you how to:
Describe standard Siebel terminology and user interface behavior
Describe Siebel employee, customer, and partner applications
Describe standard features that can be changed
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Module Objectives
After completing this module you will be able to:
Use the Siebel user interface (UI)
Why you need to know
Understanding the UI enables you to effectively use Siebel
applications
Knowledge of standard application features provides context for
configuration later in the course
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Home Page
Logging in to a Siebel application displays a home page
Personalized content
based on login
Frequently used screens
Drill down on hyperlink for more detail
Application-level menu
This is an example of a typical home page for a Siebel employee
application.
Home Page
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Navigating the UI
Clicking on different UI elements navigates to different data
Screen tabs
View tabs
Show drop-down
Selected record
List
Form
The selected record in a list is highlighted with a contrasting color.Selected Record
Clicking a view tab shows data related to the selected record. For
example, clicking the view tab Account Team will show the account teamfor the account Perrier Group of America.
View Tab
Clicking here will show a subset of data for the functional application area.Show Drop-Down
Clicking a screen tab navigates to a functional area of the application,
such as accounts, contacts, service requests, assets, campaigns, and soon. Screen tabs indicate the most commonly used screens. To access all
available screens in the application, use the application-level menu and
select ViewSite Map.
Screens
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Screens and Views
Screens and views show business entities and related data
List
Form
Indicates the subset
of account data
displayed in list
Accounts screen
Subsets of account data that
can be displayed
Shows a subset of data for the functional application area. Click a
selection in the drop-down list to navigate to a different subset of data.
Show Drop-Down
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Navigating Through Lists and Forms
Use next or previous record set buttons or menu button
Navigate through
records in a list
Navigate to next
record or previous
record in a form
Click menu
button to
navigate to
first or
last records
in list
Selecting Last Record will navigate to the last record in the list.Last Record
Selecting First Record in the menu will navigate to the first record in the
list.
First Record
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Drilling Down for More Information
Drill down on hyperlink to see more information
1. Clicking account hyperlink
2. presents
account and
contact data
Hyperlinks can be configured using Siebel Tools.Hyperlinks
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Navigating Through Views and Screens
Back and forward arrows
History drop-down
Thread bar
Use arrows to navigate to
previous screens and views
Select from drop-down list
to navigate to previous
screens and views
Current view is at
top of list
Click on hyperlink to navigate to previous view Current view
The thread bar shows your:
Location among screens and views
Path as you drill down on a record
Thread Bar
These are the arrows available for navigation in the Siebel application. Do
not confuse them with the browser back and forward arrows, as behavioris very different.
Back and Forward
Arrows
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Application-Level Menu
This menu applies to the entire application and shows available
actions
The application-level menu is available only in the high interactivity
interface.
High Interactivity UI
Menu items might vary depending on the Siebel application you are using.
These menu items are available in the standard Siebel Call Centerapplication.
Menu Items
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Using Menu Buttons
Menu buttons show available actions for lists and forms
Click to show menu
for Opportunities
list
Click to show
menu forOpportunity form
The menu button displays a menu of actions available for the list or form.
Notice that some of these actions are also available from the application-level menu.
The menu button is available only in the high interactivity interface.
Menu Button
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Modifying and Saving Data
Modify data
Select record field in the list or form, and change it
Save data implicitly
Click off the record in a list or the field in a form to commit it to the
database
Available in high interactivity interface
Save data explicitly
Click Save to commit the record to the database
Available in standard and high interactivity interfaces
Explicit save
The presence of the Save button does not negate the implicit record-level
commit described above.
Save Button
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Using Picklists and Multi-Value Groups
Picklist
Select a single value for a fieldin a record
Multi-value group (MVG)
Associate one or more values
to a field in a record
Associate
members to theaccount team
Select an Account
Type for the account
Drop-down arrow
Select button
Clicking the select button in a field accesses a dialog box, which provides
a list of records from which to select.
Select Button
The drop-down arrow indicates that data can be selected from an
available source, such as a picklist, calendar, or calculator.
Drop-Down Arrow
Multiple addresses can be associated to an account
Sales teams can be made up of many team members
An opportunity can have multiple sources, such as phone call, trade
show, or conference
Multiple employees can be assigned to an activity
More Examples of
MVGs
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Querying for Data
Use a query to retrieve specific data
1. Select New Query
3. Select Run Query
2. Enter criteria inappropriate fields
4. Query returns
all records
matching the
criteria
Siebel eBusiness Applications support QBE, which helps you quickly and
easily find the information you are looking for.
Query by Example
(QBE)
A query retrieves information from a database, allowing you to:
Locate one or more records that meet specific criteria
Create a subset of data for viewing and reporting
Refresh the view to updated information
What is a Query?
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Query Operators
Wildcards (asterisks) can be used to search for multiple
characters, for example Ma* will find Madrid, but not San Mateo
*Ma* will find Madrid and San Mateo
* cannot be used in date or numeric fields
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Refining Queries
Use Refine Query to modify an existing query
2. Enter additional or
modified criteria
1. Select Refine Query
Original query criteria
3. Select Run Query
4. Query returns all records matching both the
original and the additional criteria
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Saving Queries
Use the application-level menu to save a query
1. Select EditQuerySave As
2. Name the query and click OK
By default, queries are saved as private queries, and are only available to
the user who created them.
Saving Queries
You must use this menu to save queries. Optionally, you can perform the
other query functions from this menu, such as creating a new query,refining an existing query, and running a query.
Application-Level Menu
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Sorting Data
Click the Sort icon in a column to sort data in ascending or
descending order
Click up arrow for
ascending (A Z) order
Click down arrow for
descending (Z A) order
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Keyboard Accelerators
Provide an alternative to mouse clicking for performing
commands Also known as keyboard shortcuts
Two modes
Basic
Extended
See online help for a full list of
keyboard shortcuts.
Select
HelpContentsIndex and
click the letter K
Examples of record shortcuts
This mode is for users who 1) Do not wish to download the ActiveX control
to their browser client, or 2) Use browsers that are not able to accept and
run ActiveX controls. Limitations are that you cannot map any key
sequences that are already used by the browser, and you cannot map any
key sequences that use special keys (such as function keys and up/down
arrow keys).
Basic Mode
This mode makes use of a small ActiveX control downloaded one time to
the browser when starting the Siebel application. Extended mode allowsthe ability to map any key sequence to Siebel commands. This is the
default setting and is the most commonly used mode.
Extended Mode
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Controlling UI Presentation: Columns
Click the menu button and select Columns Displayed
Columns
available to be
used in the list
Current columns
in the list
Click buttons
to sequence
columnsClick buttons
to add to or
remove from
SelectedColumns
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Controlling UI Presentation: Show More
Toggle the list or form to show more or less detail for a record
1. Click Show
more button
2. to show
more details
in form
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Lab
In the lab you will:
Practice using the Siebel Call Center application
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Organizing Data Behind the User Interface
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Module 3: Organizing Data Behind the User
Interface
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Module Objectives
After completing this module you will be able to:
Describe how data is organized behind the user interface (UI) Describe the relationship between data in the database and data
in the UI
Describe the relationship between lists, forms, views, business
components, and business objects
Why you need to know
Knowing these fundamental concepts is important to
understanding and configuring Siebel applications
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Lists and Forms Display Related Business Data
The Siebel UI displays a collection of related business data
items in lists and forms Each field in a list or form represents a business data item
List
Form
Business data item
Record
A record is a collection of related business data items presented in a list or
form.
Record
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Business Data Stored in Database
Each business data item is stored in a specific database table
and column List and form data come from many tables and columns
Database
Table and columns
Business data item
Record
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Business Components
Are a collection of data in the database reorganized to reflect
the users business Organize data from the users business perspective for
presentation in the UI
Database
Table and columns
Multiple records
displayed in a list
Businesscomponents
work here
Single record
displayed in a form
Lists and forms are types of applets.Applets
Data appears in the UI according to the users business perspective, and
not by how it is organized in the database
Data in the UI
A business component is a collection of data organized to reflect the
users business. A business component represents related fields of datain a list or form.
Business Component
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Lists and Forms Reference Business Components
Each list or form references one and onlyone business
component
List references
one business
component
Form references
one business
component
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Common Business Components
Business components representing common Siebel business
entities include: Account
Opportunity
Service Request
Contact
Activity
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Business Object
Organizes business components (BC) in relationship to each
other so related data can be displayed in a view
Business
object is a
collection of
businesscomponents
List references
one business
component
Form references
one business
component
Business objects organize data and present it in a view, similar to how
business components organize data and present it in lists and forms.
Business Object
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Business Objects Relate Business Data
A business object (BO) contains information about the
relationships between business components (BC) Represents a collection of BCs and the relationship between
them
Opportunity
Account
Product Contact
Account
Business component
Business component
Business
object
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Parent and Child Business Components
A business object (BO) contains aparent (or master) business
component (BC) All other BCs within the BO are child BCs of the parent BC
Opportunity
Account
Product Contact
Account
Child BC
Parent BCBusiness
object
Parent and child business components typically represent one-to-many
record relationships. A view in the UI shows the relationship of more oneor more business components within one business object.
Relationships
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Example: Parent Business Component
The Account business component is the parent business
component for the Account Contacts view
One account record per view
Opportunity
Account
Product Contact
Account
Account form references
Account parent
business component
Business
object
Record
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Example: Child Business Component
The Contact business component is a child business
component for the Account Contacts view
One or more contact records are related to the account
Opportunity
Account
Product Contact
Account
Contact list references
Contact child
business component
Business
object
Record
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Determine Business Components for a View
Use HelpAbout Viewto determine business components for
a view
Parent business component Child business component
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Siebel Applications
Are characterized by three distinct layers
1.Data presentation 2. Business logic 3. Data storage
Opportunity
Account
Product Contact
Account
Siebel Tools and Configuration GuideReference
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Summary
This module showed you how to:
Describe how data is organized behind the user interface (UI) Describe the relationship between data in the database and data
in the UI
Describe the relationship between lists, forms, views, business
components, and business objects
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Lab
In the lab you will:
Use About View to determine business components and businessobjects which organize and display data in some Siebel views
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Exploring the Siebel Architecture
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Module 4: Exploring the Siebel Architecture
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Module Objectives
After completing this module you will be able to:
Identify the pieces that make up the Siebel Web architecture Identify the process by which Siebel requests are processed and
sent to the Web client
Identify the role of each component of the architecture
Why you need to know
Enables you to understand the relationship between Siebel
software components, preparing you to successfully install them
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Siebel Web Architecture Overview
At a high level, the Siebel architecture consists of:
A relational database and file system that store business data
Servers that manage the business data and provide batch andinteractive services for clients
Web clients that access the business data
Siebel
File SystemDatabaseServer
Siebel
Servers
Web Server
Clients are discussed in more detail in the next module.Clients
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Logical Architecture
Siebel Web Client (browser)
Plugins for industry standardWeb servers
Siebel Gateway Server
Siebel Enterprise Server
One or more Siebel Servers
Siebel Server Components
Database Server
Siebel File System
Database
ServerSiebel
File System
Gateway Server
Browser
The Siebel architecture consists of:
Enterprise Server
Siebel Server
Component
Siebel Server
Component
Web Server
Siebel Web
Server ExtensionImage
Cache
Siebel Server Installation GuideReference
Client browser access might be different depending on client deployment.
Differences in the Siebel clients will be explored in the next module.
Browser Access
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Siebel Clients
Run in a variety of environments
Web browsers, WML devices, and PDAs (Windows CE and
Palm)
Two modes of interaction
Standard mode
High Interactivity mode
Gateway Server
Browser
Enterprise Server
Siebel Server
Component
Siebel Server
Component
Connection state
stored on Siebel Server,
supporting reconnection
if necessary
Web Server
Siebel Web
Server ExtensionImage
Cache
WML (Wireless Markup Language) is intended for use with narrowband
devices, including cellular phones and pagers.
WML
Siebel System Requirements and Supported PlatformsReference
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Enterprise Server
Siebel ServerSiebel Server
File System Manager
Workflow Manager
Object Manager Component
Enterprise Server
Siebel Server
Component
Siebel Server
Component
Web Server and Siebel Web Server Extension
Web server
Identifies and passes Siebel requests to the Siebel Server Passes completed HTML application pages back to browser
Siebel Web Server Extension (SWSE)
Extends Web server to recognize URLs with Siebel requests
Routes requests to the appropriate Siebel Server component
Gateway Server
Web Server
Siebel Web
Server ExtensionImage
Cache
The Siebel Web Server Extension connection to the Object Manager is
stateless. This allows sessions to be dynamically load balanced across
Web servers at the HTTP request level. It also improves Web server
scalability and availability.
Stateless Connection
Siebel System Requirements and Supported PlatformsReference
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Image Cache
Siebel component residing on Web server that reduces load on
Siebel Servers and file system Images published to Web server
Allows parallel download of images
Enterprise Server
Siebel ServerSiebel Server
File System Manager
Workflow Manager
Object Manager Component
Enterprise Server
Siebel Server
Component
Siebel Server
Component
Gateway Server
Web Server
Siebel Web
Server ExtensionImage
Cache
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Gateway Server: Name Server
Serves as a single entry point for accessing Enterprise
Server(s) Dynamically registers Siebel Server and component availability
Assigns work based on components requested by SWSE
Stores component definitions and assignments, operational
parameters, and connectivity information
Stored in siebns.dat file in shared directory
Enterprise Server
Siebel Server
Component
Siebel Server
Component
Gateway Server
Web Server
Siebel Web
Server ExtensionImage
Cache
The Gateway Server can be run in a clustered environment to provide
redundancy and avoid a single point of failure.
Clustered
Environments
The Gateway Server runs as a Windows service or UNIX daemon
process.
Gateway Server
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Enterprise Server
Siebel ServerSiebel Server
File System Manager
Workflow Manager
Object Manager Component
Enterprise Server
Siebel Server
Component
Siebel Server
Component
Gateway Server: Connection Brokering
Directs client requests to the least-laden Siebel Server running
the desired component Does not apply to mobile and handheld client connections
Uses Resonate Central Dispatch (optional third-party software)
Gateway Server
Web Server
Siebel Web
Server ExtensionImage
Cache
To enable optional load balancing, Resonate must be installed.Load Balancing
Mobile and handheld Web clients connect directly to the Siebel Server.
These clients are covered in more detail in the next module.
Exceptions
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Siebel Server
Processes requests from Siebel clients
Controls server components running on a machine Obtains configuration information from the Gateway Server
Runs as a Windows service or UNIX daemon process
Enterprise Server
Siebel ServerSiebel Server
File System Manager
Workflow Manager
Object Manager Component
Database
ServerSiebel
File System
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Server Component
A type of program that executes on a Siebel Server to perform
a specific function or job Examples:
Importing and exporting data
Configuring the database to monitor for user-defined conditions
Managing access to File System
Processing of client requests
Integration with CTI middleware
Enterprise Server
Siebel ServerSiebel Server
File System Manager
Workflow Manager
Object Manager Component
Examples:
Synchronization Manager
Workflow Manager
File System Manager
Object Manager
Communications Server
Details about important server components are provided later in the
module.
Server Components
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Enterprise Server
Siebel ServerSiebel Server
File System Manager
Workflow Manager
Object Manager Component
Enterprise Server
Supports groups of users accessing a single database server
Logically groups Siebel Servers sharing configurationinformation
Supports common administration via Siebel Server Manager
Installed and configured as part of the first Siebel Server
installationGateway Server
Database
ServerSiebel
File System
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Object Manager
Server component that creates and processes data at multiple
levels UI layer (supported by the Siebel Web Engine)
Business object layer
Processes business logic
Data object layer (supported by Data Manager)
Manages resources and session state
Siebel Server
Component
Enterprise Server
Siebel Server
Business Object
Object Manager
Siebel Web Engine
Data Manager
Business ObjectBusiness Object
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Data Manager
Provides an abstraction layer for the Object Manager
Separates queries from business logic processing Performs object and relational mapping for the Object Manager
Dynamically generates database-specific SQL statements in
response to Object Manager requests
Passes data result sets back to the Object Manager
Siebel Server
Component
Enterprise Server
Siebel Server
Object Manager
Business Object
Data Manager
Business Object
The Data Manager uses optimal database-specific queries to enhance
performance:
Uses database-specific client access libraries for the best
performance
Takes advantage of database-specific functionality
Optimized to return only fields necessary for a specific request and
manages large result sets by caching a larger working set.
Performance
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Database Server
Stores Siebel data within a predefined database schema on a
third-party relational database management system (RDBMS) Supports Siebel Server and client access through native SQL
Accessed by Data Manager
Enterprise Server
Siebel ServerSiebel Server
Component
Gateway Server
Object Manager
Data Manager
Compo
Siebel Server
Component
Database
ServerSiebel
File System
The predefined database schema is extensible.Extensible Schema
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Siebel Web Engine
Siebel Web Engine (SWE) runs as a service as part of the
Object Manager Constructs the UI
Processes Siebel requests
Assembles templates to construct page framework
Requests retrieved data from Object Manager
Generates HTML, WML, and XML from template and data
Pages passed to browser via the Web server and SWSE
Siebel Server
Siebel
Templates
Object Manager
Siebel Web Engine
Browser
Web Server
SWSEHTML
Business ObjectBusiness Object
Image
Cache
Hypertext Markup Language (HTML), Wireless Markup Language (WML),
and Extensible Markup Language (XML) are used to define content andpresentation in a browser.
Markup Languages
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Siebel File System
The Siebel File System is a shared directory that stores
compressed files used by Siebel applications Examples: Product literature, sales tools, presentations
Read/write access is controlled by the File System Manager
component on Siebel Server
Enterprise Server
Siebel ServerSiebel Server
File System Manager
Component
Database
ServerSiebel
File System
Gateway Server
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Web Usage Scenario
Template used is
based on the view
requested as specifiedby operation Object Manager
retrieves data from
Siebel database or
external application
Siebel
Templates
SWE builds HTML
page with data
and template tags
which is passed
via the Web server
to the browser
Outbound
Inbound
Web Server
Siebel Web ServerExtension
Siebel Data
Data Manager
Object Manager
Siebel Web Engine
Business ObjectBusiness Object
Data Manager
Browser generates
HTTP request
Web server
recognizes that URL
contains a Siebel
request and passes it
to the Siebel Web
Engine (SWE)SWE
requests
retrieved
data from
Object
Manager
1
2
3
4
5
6
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Web Server
Siebel Web
Server Extension
Image
Cache
Enterprise Server
Siebel ServerSiebel Server
Component
Overview: Logical Server Architecture
Enterprise Server:
Group of Siebel Servers
that access the same
Database Server
Database Server:
Predefined tables and columns
that store Siebel data
File System:
Directory that stores
compressed files used
by Siebel applications
Database
ServerSiebel
File System
Gateway Server
Siebel Server:
Runs one or more
components that supply
services to clients
Gateway Server:
Provides access to and
distributes load for
Siebel Servers
Web Server:
Provides access to Siebel clients,
processing requests using
Siebel Web Server Extension
Object Manager
(Includes SWE)
Siebel Server Installation GuideReference
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Physical Architecture
The Gateway Server, Siebel Server, Database Server, and File
System can be implemented on one machine or spread acrossmultiple machines
The Siebel Server(s) should have a high-speed LAN
connection to the Database Server
Database
Server
Siebel
File System
Siebel ServerGateway Server
Siebel Server
Enterprise Server
High-speed LAN
Web Server
SWSE
FirewallFirewall
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You Decide
Consult the documentation to determine which software to
install on which machine(s) given your environment andrequirements
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Summary
This module showed you how to:
Identify the pieces that make up the Siebel Web architecture Identify the process by which Siebel requests are processed and
sent to the Web client
Identify the role of each component of the architecture
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Lab
In the lab you will:
Match Siebel architecture components to their descriptions
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How Clients Access Siebel Data
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Module 5: How Clients Access Siebel Data
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Module Objectives
After completing this module you will be able to:
Identify the various Siebel clients
Identify how each client accesses Siebel Servers and data
Why you need to know
To deploy Siebel clients, you must understand the architecture
that supports them and how each client accesses Siebel Servers
and data
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Siebel Clients: Overview
Use a standard Web browser to
display information in the user
interface (UI) with data retrievedfrom the Siebel database
Access Siebel data differently based
on client type
Not all connect through Web Server
and Siebel Web Server Extension
(SWSE)
Gateway Server
Web Server
Siebel Web
Server Extension
Browser
Enterprise Server
Siebel Server
Component
Siebel Server
Component
Database
ServerSiebel
File System
Siebel System Requirements and Supported PlatformsReference
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