Chapter 1: Introduction to Siebel 8 Objectives

Knowing the family of Siebel CRM applications. This family of applications includes:

Business Analytics Applications Contact Center and Service Customer Data Integration Customer Order Management Enterprise Marketing Partner Relationship Management Sales Self-Service and eBilling Siebel CRM on Demand

Business Analytics Applications  Siebel business analytics applications contain pre‐built business intelligence engines that facilitate the decision‐making process.   Contact Center and Service  Siebel contact center and service applications are designed to meet the needs and challenges of service‐oriented business.  

  Customer Data Integration  Customer data gives businesses the opportunity to analyze customers’ profile and behavior, then create a marketing plan that is differentiated, focused, and more effective.   Customer Order Management  Siebel customer order management applications facilitate selling efforts across different product lines 

and catalogs.   Enterprise Marketing  Siebel enterprise marketing applications help businesses optimize their marketing budget with organized events, targeted email marketing efforts according to users’ profile, differentiated loyalty programs, and marketing resource management.  

    Partner Relationship Management  Siebel partner relationship management applications include Siebel Partner Analytics, Siebel Partner Manager, and Siebel Partner Portal.   Sales  Siebel sales application include: Siebel Sales, Siebel Enterprise Sales Analytics, Siebel Server Sync for 

Microsoft Exchange Server, Siebel Mobile Sales, and Siebel Collaboration.  

  Self‐Service and eBilling  Siebel self‐service and eBilling applications empower users to conduct self‐service processes such as managing statements, organize billing and payment, purchasing, product analysis, services, and sales.   Siebel CRM on Demand  The CRM web application is developed and hosted by Oracle. Users can access the CRM portal from anywhere with an Internet connection. The cost of CRM on Demand is based on number of users.  

Chapter 2: Navigate within Siebel Objectives

Learning how to navigate within Siebel applications using

--Browser Controls

--Screen Tabs

--Link Bar

--Home

--Global Toolbar

--Thread Bar

--Application-Level Menu

Hands‐on Exercise 1    Launch Siebel Call Center application or other Siebel application and then find out the navigation controls shown in the figure.  

  Hands‐on Exercise 2   Click on each button on the Global Toolbar.  

  Application‐Level Menu   The application‐level menu items provide access to global functions within Siebel. The root application‐level menu items include File, Edit, View, Navigate, Query, Tools, and Help. You should be able to use all the menu options listed in this chapter.  

  

Hands-on Exercise 3

--Send an email from File menu

--Update and save a record from Edit menu

--Navigate records from Navigate menu

--Perform a few queries from Query menu

--Sort records from Tools menu

--Search for a topic from Help menu

  

Key Terms After reading this chapter, you should be able to understand these terms:

--Data Quality

--Data Deduplication

--Data cleansing

--Fuzzy query

--Query

--Sort

 

Chapter 3: Applets, Views and Screens Objectives

Understanding the functionalities and relationships for Applets, Views and Screens:

--Applets serve multiple functions as user interface objects in Siebel. Users can view, add, and update data from applets.

--Views are collections of applets that show a selected screen and its related data.

--Each screen is a visual representation of views related to that Siebel business entity or functional area.

Hands-on Exercise 1

Open Siebel application and try to follow the "How to Freeze List Columns" section in this chapter and freeze some columns.

  

Hands-on Exercise 2

Practice with "Show More/Show Less" buttons as shown in the "Navigate and Configure Applets" section in this chapter.

Chapter 4: Using Siebel UI with Business Data Objectives

--Understanding what is a Business Component in Siebel

--Understanding what is a Business Object in Siebel

--Knowing the relationship between Business Component and Business Object

Hands-on Exercise 1

Following the section "Creating New Record" and create a new Contact in Siebel application.

  

Hands-on Exercise 2

Following the section "Updating a Record" and update the Contact you just created in Siebel application.

Hands-on Exercise 3

Find a Picklists and Multi-Value Groups field within Siebel.

Hands-on Exercise 4

Understanding what is Predefined Query.

Save a query according to the "Save and Save Query As" section.

  

1. Perform several queries using different wildcards in the "Wildcards" section

2. Perform several queries using compound operators in the "Compound Operators" section

3. Perform a record count

  

Chapter 5: Authentication and Company Structure Objectives

The aspects of Siebel affected by security architecture include: physical structure, authentication, and access control.

There are three possible ways to authenticate users in Siebel: Database Authentication, Directory Service, and Web Single Sign On.

The data access structure at the company level has four elements: divisions, organizations, positions, and employees.

Hands-on Exercise 1

Create a new Position according to "How to Create a Position" section.

Hands-on Exercise 2

Assign a Position to an employee according to "Assigning Positions and Primary Positions" section.

Hands-on Exercise 3

Change the primary employee for a position according to "Primary Employee" section.

Chapter 6: Views and Responsibilities Objectives

In Siebel applications, the term responsibility is used to indicate which views a user can access. Responsibilities are created for data access control purposes. Each responsibility is associated with a set of views for a particular job function.

Hands-on Exercise 1

In your sample Siebel application, associate a new responsibility with a user according to "Relating Users to a Responsibility" section.

Hands-on Exercise 2

In your sample Siebel application, navigate to Views. It is essential to understand Read Only View and Local Access in "More Information on Responsibilities" section.

Chapter 7: Data Access Security Objectives

--Understanding the difference between customer data and master data

--Data Access Security for Customer Data

--Data Access Security for Master Data

--Associating Records with User(s) or Position(s)

--Knowing Access Groups

Hands-on Exercise 1

Navigate to the following Views according to "Views" section:

--My Views

--My Team’s Views

--All Views

--All Across My Organization’s Views

--All Across Organizations Views

--Administration Views

Hands-on Exercise 2

Create a new catalog according to "How to Create a Catalog" section:

Hands-on Exercise 3

In your sample Siebel application, associate access groups with either a catalog or a category according to "Associating Access Groups with a Catalog or Category" section:

Chapter 8: Siebel Object Definitions Objectives

--Understanding object definitions are sets of properties and values created from object types.

--Knowing Physical UI files and Repository files

--Able to inspect object definitions with Siebel Tools

Hands-on Exercise 1

Navigate to [Siebel_Root]\Objects\ENU folder and find your SRF file according to "Repository Files" section.

Hands-on Exercise 2

Open Siebel Tools and inspect object definitions for one of the applets according to "Inspecting Object Definitions with Siebel Tools" section

Chapter 9: Understanding Siebel Web Architecture Objectives

--There are six major entities for Siebel web architecture: Siebel web client, web server, Siebel gateway name server, Siebel enterprise server, Siebel file system, and database server

--Understanding the functions and usages of Siebel Repository File (SRF), Siebel Configuration File (CFG), and Siebel Web Templates (SWT)

--Knowing five different kinds of Siebel clients

Hands-on Exercise 1

The eapps.cfg file maintains configuration information and allows Siebel Web Server Extensions (SWSE) to communicate with the Siebel server.

Open and examine the eapps.cfg file according to "Configuration File – Eapps.cfg" section.

Hands-on Exercise 2

Open and examine the siebns.dat file according to "Siebel Gateway Name Server" section.

Hands-on Exercise 3

Open and examine the uagent.cfg file according to "Siebel Configuration File (CFG)" section.

Hands-on Exercise 4

Open and examine one or more Siebel Web Templates (SWT) file(s) according to "Siebel Web Templates (SWT)" section.

Chapter 10: Introduction to Server Administration and Management Objectives

--Servers, components, and tasks are controlled by parameters. There are five levels of parameter hierarchy.

--The server configuration screen allows you to manage and control the behavior of your Siebel enterprise.

--Server management allows you to perform daily operations.

Hands-on Exercise 1

Logging into Siebel using srvrmgr.exe according to "Command Line Administration Tool" section.

Hands-on Exercise 2

Navigate to Server Management screen according to "Components and Tasks" section.

Hands-on Exercise 3

Monitor user sessions according to "How to Check Concurrent User Sessions" section.

Hands-on Exercise 4

Navigate and view parameters according to "Parameters" section.

   

Hands-on Exercise 5

Check your server component run modes according to "Server Component Run Modes" section.

Chapter 11: Managing Components Objectives

--Understanding how to define and redefine component definitions

--Enable and disable component and component groups

--Reconfigure component definitions, synchronize components

--Set event logging levels, and use component alerts

Hands-on Exercise 1

In your sample Siebel application, make a copy of an existing component according to "Defining and Redefining Component Definitions" section.

Hands-on Exercise 2

View all the servers and components on your server according to "Enabling and Disabling Components and Component Groups" section.

Hands-on Exercise 3

Create a system alert according to "Setting up Component Alerts" section.

Chapter 12: Introducing Siebel Data Model Objectives

--Each base table has its own extension table to help accommodate extra fields and data

--Business Components are Siebel business entities and they are constructed using base tables and joined tables

--Understanding Siebel Field Object Types that map to the physical data types in the database

Hands-on Exercise 1

Find S_SRV_REQ table in Siebel Tools according to "User Tables" section.

Hands-on Exercise 2

Find EIM_SRV_REQ table in Siebel Tools according to "Interface Tables" section.

Hands-on Exercise 3

Expand Columns node for any table according to "Columns" section.

Hands-on Exercise 4

Expand table indexes according to "Index" section.

Chapter 13: Configuring Web Templates Objectives

--Understanding three layers of configurations: the data layer, Business Object layer, and UI layer

--Knowing UI layer configuration through web template files, cascading style sheets (CSS), and images

Hands-on Exercise 1

Find a web template file in Siebel Tools according to "Web Template Files" section.

   

Hands-on Exercise 2

Open Web Template Explorer according to "Web Template Files" section.

Hands-on Exercise 3

Select Edit Web Layout for any Form Applet according to "Form Applet Web Templates" section.

Hands-on Exercise 4

Find Base, Edit, Edit List modes from the mode property dropdown box according to "List Applet Web Templates" section.

Chapter 14: Basics of Configuring Object Definitions Objectives

--Able to “get,” “check out,” and “check in” projects

--Knowing how to create and edit object definitions

--Knowing how to archive and export object definitions as well as how to import them from other repository environments

Hands-on Exercise 1

Find Activity project according to "Finding Existing Projects" section.

Hands-on Exercise 2

Create a new project according to "Creating New Projects" section.

Hands-on Exercise 3

Check out the project you created from Hands-on Exercise 2. You can perform this exercise according to "Getting, Checking Out, and Checking In Projects" section.

Hands-on Exercise 4

Edit your object definition according to "Editing Object Definitions" section.

Hands-on Exercise 5

Validate your object definition according to "Validating an Object Definition" section.

Hands-on Exercise 6

Compile your object definition according to "Compiling and Deploying Object Definitions" section.

Chapter 15: Basics of Configuring Applets Objectives

--The most common types of applets are list applets and form applets

--Able to creating a list applet and a form applet using the wizard

--Understanding how to make changes or add controls to applets

Hands-on Exercise 1

Create a List Applet according to "How to Create a List Applet" section.

Hands-on Exercise 2

Create a Form Applet according to "How to Create a Form Applet" section.

Hands-on Exercise 3

Add a new control to an existing Applet according to "Adding New Controls to an Existing Applet" section.

Chapter 16: Configuring Applications, Screens, Views, Drilldowns, Thread Bars, and LOVs Objectives

--Learning configuration skills for applications, screens, and views.

--Able to configure drilldowns

--Understanding how a view is accessed in a screen

Hands-on Exercise 1

Edit Screen View Sequence according to "Configuring Screens" section.

Hands-on Exercise 2

Create a new view according to "Configuring Views" section.

Hands-on Exercise 3

Create Parent and Child LOVs according to "Configuring List of Values" section.

Chapter 17: Configuring Business Components Objectives

--Learning how to modify component, field, and user properties for Business Components

--Understanding four editing properties: No Delete, No Insert, No Merge, and No Update

--Knowing Owner Delete, Search Specification, and Sort Specification

Hands-on Exercise 1

Find editing properties in the Properties window according to "Editing Properties" section.

Hands-on Exercise 2

Find field properties according to "Field Properties" section.

Hands-on Exercise 3

Create a new Business Component according to "Creating New Business Components" section.

Chapter 18: Enterprise Integration Manager Objectives

--Understanding table structure for EIM process

--Able to create a job and select Enterprise Integration Mgr as the Component type to run

--Knowing how to use Delete Exact, Delete Matches, Delete All Rows, Delete Rows, and Cascade Delete Only

Hands-on Exercise 1

Find EnableEimAuditing system variable according to "Enabling Audit Trail" section.

Hands-on Exercise 2

Create a new Job and select Enterprise Integration Mgr in the Component/Job field according to "Starting an EIM Process" section.

Chapter 19: Workflow Process Objectives

--Understanding table structure for EIM process

--Able to create a job and select Enterprise Integration Mgr as the Component type to run

--Knowing how to use Delete Exact, Delete Matches, Delete All Rows, Delete Rows, and Cascade Delete Only

Hands-on Exercise 1

From Siebel Tools, open Workflow Designer according to "Introducing Workflow Process" section.

Hands-on Exercise 2

Open an Workflow designer canvas according to "Design Canvas Layout" section.

Hands-on Exercise 3

Create a new Business Service according to "Using Workflow Process with a Business Service" section. Expand the Service tree view if it is not already expanded.

Chapter 20: Basics of Task UI Objectives

--You can use Task UI to automate a user interaction in the user interface tier or you can automate a business process in the business logic tier

--Task UI is a framework that supports automation in each tier within an N-Tiered architecture

Hands-on Exercise 1

From Siebel Tools, find Task and Task Group according to "Basics of Development" section.

Hands-on Exercise 2

Edit Task Flow according to "Introducing Task Editor" section.

Hands-on Exercise 3

Using the Task Wizard to create a new Task according to "Create New Task View" section. If you want to create a complete Task from beginning, you can read the bonus article--Task UI: Tips for Creating a Task from Scratch

Chapter 21: Basics of Scripting Objectives

--Understanding some basics of Siebel eScript and Siebel VB Script language

Hands-on Exercise 1

From Siebel Tools, set default scripting language and compilation directory according to "Selecting a Scripting Language" section.

Hands-on Exercise 2

Add some Comments to VB Script or eScript according to "Comments" section.

Hands-on Exercise 3

Check syntax for the code and comments you added in Exercise 2. Do you see any errors?

Chapter 22: Error Handling Objectives

--Understanding error functions and error statements

--Knowing how to trap errors

--Able to implement error trapping in your code

Hands-on Exercise 1

From Siebel Tools, add error trapping code according to "How to Trap Errors" section.

Hands-on Exercise 2

Add error handler according to "Implement Error Trapping in Our Code" section.

Hands-on Exercise 3

Create an email alert according to "How to Send Alerts when Process Failed" section.

Chapter 23: Using the Debugger

Objectives

--Able to set a breakpoint in your script at which the program will halt

--Knowing how to monitor the values of variables or objects in the Watch window

--Able to create customized Trace files with trace values in the files

Hands-on Exercise 1

From Siebel Tools, customize your debug settings according to "Customizing Debug Settings" section.

Hands-on Exercise 2

Set a breakpoint according to "Toggle Breakpoint" section.

Hands-on Exercise 3

Open the Watch window to see the values of your variables according to "Watch Window" section. You should also able to use Step Into, Step Over, Step to Cursor, and Trace.

Chapter 24: Analyze Flight Data Recorder File Objectives

--Knowing Flight Data Recorder file can be useful to diagnose and trace the reason for Siebel soft crashes recognized by Siebel crash handler

--Able to analyze Flight Data Recorder file

Hands-on Exercise 1

Try to find a Flight Data Recorder File according to "How to Find the FDR File for the Most Recent Crash" section.

Hands-on Exercise 2

If you found a Flight Data Recorder File in Exercise 1, you can convert binary FDR file into .csv format according to "Convert the FDR File" section.

Hands-on Exercise 3

Analyze the FDR File according to "Analyze the FDR File" section after you completed Exercise 2.