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Siebel functional Reference guide by dinesh chandrasekar

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This is ready reckon-er for most of Siebel Functional references, Good Training material for the Siebel Advanced Beginners and also for CRM Professionals . …

This is ready reckon-er for most of Siebel Functional references, Good Training material for the Siebel Advanced Beginners and also for CRM Professionals .
Authored by Dinesh Chandrasekar, Practice Leader Oracle CRM & MDM Practice, Hitachi Consulting. Dinesh Can be reached at dinwin@hotmail.com

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  • 1. Confidential Hitachi Consulting CxM Practice For Internal Circulation OnlySIEBEL CRM Functional GuideDinesh ChandrasekarHitachi Consulting Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 2. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Call Center ............................................................................................................. 18 Siebel Call Center Home Page .......................................................................................... 19 Call Center Communications Toolbar .............................................................................. 20 Call Center Message Broadcasting ................................................................................... 21 Managing the Customer Dashboard.................................................................................. 22 Using Search Center ......................................................................................................... 23 Customer Interaction Life Cycle ....................................................................................... 25 Accounts ........................................................................................................................... 27 Managing Business Data with the Accounts Screen ................................................ 27 Business Scenario for Accounts ................................................................................. 28 End-User Procedures for Accounts ............................................................................... 28 Creating an Account ................................................................................................... 29 Adding Contacts to an Account ................................................................................. 29 Sending Account Information to an External System ............................................. 29 Activities ........................................................................................................................... 30 Activities and Templates ............................................................................................ 30 Business Scenario for Activities ................................................................................. 30 End-User Procedures for Activities ........................................................................... 31 Researching a Service-Related Activity .................................................................... 31 Adding an Activity to a Customer Request .............................................................. 32 Assigning an Activity to a Team Member ................................................................ 32 Using an Activity Plan to Resolve Customer Issues ................................................. 33 Associating a Follow-Up Activity with a Parent Activity ........................................ 34 Sharing Activity Information..................................................................................... 34 Agreements ....................................................................................................................... 36 Overview ...................................................................................................................... 36 To create a new agreement......................................................................................... 36 To verify an agreement ............................................................................................... 36 To revise an agreement ............................................................................................... 36 To view the entitlements for an agreement............................................................... 36 To view the products covered by agreements ........................................................... 37 To verify agreements for a contact ............................................................................ 37 To view the agreements for a contact ........................................................................ 37 To associate primary contacts with an agreement ................................................... 37 To associate activity plans with an agreement ......................................................... 37 To add activities to an agreement .............................................................................. 38 To submit an agreement for approval ...................................................................... 38 To add financial details for an agreement ................................................................ 38 To define terms and shipping information for agreements .................................... 38 To add products sold under an agreement ............................................................... 38 To attach files to agreements ..................................................................................... 39 To manually renew a line item of an agreement ...................................................... 39 To generate an agreement document ........................................................................ 39 Adding Agreement Terms to Agreements ................................................................ 39 To add predefined agreement terms to an agreement ............................................. 40 To create new agreement terms for an agreement .................................................. 40 Campaigns Overview ........................................................................................................ 40 Business Scenario for Campaigns.............................................................................. 41 Making Outbound Campaign Calls .......................................................................... 41Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 3. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Answering Inbound Campaign Calls ........................................................................ 42 Categories ......................................................................................................................... 43 Scenario for Categories .............................................................................................. 43 Adding a Category ...................................................................................................... 44 Searching by Category ............................................................................................... 44 Competitors ................................................................................................................. 44 Scenario for Competitors ........................................................................................... 44 Viewing Competitor Comparisons ............................................................................ 45 Contacts............................................................................................................................. 46 Customer Calls and the Contacts Screen .................................................................. 46 Business Scenario for Contacts .................................................................................. 46 End-User Procedures for Contacts............................................................................ 47 Verifying an Existing Contact.................................................................................... 47 Creating a New Contact ............................................................................................. 48 Profiling a Contact ...................................................................................................... 48 Creating a Service Request for a Contact................................................................. 48 Adding an Activity for a Contact .............................................................................. 49 Sending Contact Information to an External System .............................................. 50 Customer Calls and the Contacts Screen ...................................................................... 51 Business Scenario for Contacts ..................................................................................... 51 End-User Procedures for Contacts ................................................................................ 52 Verifying an Existing Contact ...................................................................................... 52 Creating a New Contact ................................................................................................ 53 Profiling a Contact ........................................................................................................ 53 Creating a Service Request for a Contact ..................................................................... 53 Adding an Activity for a Contact .................................................................................. 54 Sending Contact Information to an External System .................................................... 54 Entitlements ...................................................................................................................... 56 Overview ....................................................................................................................... 56 To automatically create entitlements for an agreement line item .......................... 56 To manually add entitlements to an agreement ....................................................... 56 To manually associate accounts with entitlements .................................................. 56 To manually associate contacts with entitlements ................................................... 56 To manually associate products and assets with entitlements ................................ 57 Adding Service Request Information to Entitlements ............................................. 57 Opportunities..................................................................................................................... 58 Scenario for Opportunities......................................................................................... 59 To create an opportunity ............................................................................................ 60 Associating a Contact with an Opportunity ............................................................. 60 Monitoring Significant Opportunity Transactions .................................................. 62 Prospects ........................................................................................................................... 62 Prospect Qualification and Promotion ...................................................................... 62 Business Scenario for Prospects ................................................................................ 63 Promotion of Prospects to Contacts .......................................................................... 63 RMAs and Service Orders ................................................................................................ 64 Business Scenario for RMAs and Service Orders .................................................... 65  The call center agent contacted by the customer dispatches a service representative to replace the part. ............................................................................. 65 Processing a Return Order ........................................................................................ 65 Generating a Service Order ....................................................................................... 66Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 4. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Service Requests ............................................................................................................... 67 Tracking Customer Assistance with Service Requests ............................................ 67 Call Center Service Request Process ......................................................................... 68 Business Scenario for Service Requests .................................................................... 69 ..................................................................................................................................... 69 Call Center Service Request Cycle ............................................................................ 69 Creating a New Service Request ................................................................................ 70 Assigning the Service Request ................................................................................... 71 Using Assignment Manager to Assign Service Requests ......................................... 72 Associating Activities with a Service Request .......................................................... 73 Closing a Service Request .......................................................................................... 73 Siebel Sales ....................................................................................................................... 74 Accounts ........................................................................................................................... 75 Contacts............................................................................................................................. 77 Opportunities..................................................................................................................... 78 Orders ................................................................................................................................ 79 Employee Application: Siebel Sales ................................................................................. 80 Siebel Sales: Key Features ................................................................................................ 81 Account Management ....................................................................................................... 82 Account Management ................................................................................................... 83 Scenario for Accounts ................................................................................................... 84 Creating an Account ..................................................................................................... 85 Associating Contact with an Account ........................................................................... 86 Associating an Account with an Activity ..................................................................... 87 Associating an Account with an Opportunity ............................................................... 88 Performing Account Assessments ................................................................................ 89 Updating Account Information in External Systems .................................................... 90 Viewing Account Credit Profiles .................................................................................. 91 Opportunity Management ................................................................................................. 92 Opportunity Management ............................................................................................. 93 Scenario for Opportunities ............................................................................................ 94 Opportunities Processes and Procedures ...................................................................... 95 Assess opportunities.................................................................................................. 96 Manage decisions. ..................................................................................................... 97 Add contacts.............................................................................................................. 98 Add activities. ........................................................................................................... 98 Associate products. ................................................................................................... 99 Create quotes. .......................................................................................................... 100 Performing an organization analysis. ...................................................................... 101 Generate and viewing charts and reports ................................................................ 102 Opportunities Lead Assignment ................................................................................. 103 Lead Response ............................................................................................................ 103 Opportunity Sales Methods......................................................................................... 104 Sales Method:.......................................................................................................... 104 Sales Methodologies ....................................................................................................... 105 Sales Methodologies ................................................................................................... 106 Sales methodologies: .............................................................................................. 106 Target Account Selling ................................................................................................... 107 Target Account Selling ................................................................................................... 108 Scenario for Target Account Selling........................................................................... 109Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 5. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Strategy Execution ...................................................................................................... 110 Enterprise Selling Process............................................................................................... 111 Scenario for Enterprise Selling Process ...................................................................... 112 Strategic Selling .............................................................................................................. 113 Sales Forecasting ............................................................................................................ 114 Sales Forecasting ........................................................................................................ 115 Siebel Forecasting: .................................................................................................. 115 Forecasting: Key Features........................................................................................... 115 Order Management ......................................................................................................... 116 The Order Management Life Cycle ............................................................................ 118 Scenario for Order Management ................................................................................. 119 Scenario for Order Management ................................................................................. 120 Order Management Processes and Procedures ........................................................... 121 Setting Up Order Management:- ............................................................................. 121 Order Management Processes and Procedures ........................................................... 122 Creating and Managing Catalogs: .............................................................................. 123 Working with Quotes or Sales Order .......................................................................... 124 Territory Management .................................................................................................... 125 Siebel Territory Management ..................................................................................... 126 Importance of Territory Management ......................................................................... 127 Terminology For Territory Management .................................................................... 127 Roadmap to Territory Management ............................................................................ 128 Integration to Microsoft Applications ............................................................................. 129 Siebel Sales: Benefits ...................................................................................................... 130 Siebel Sales: Summary ................................................................................................... 131 Accounts Overview ......................................................................................................... 132 Contacts Overview .......................................................................................................... 133 Target Account Selling (TAS) Overview ...................................................................... 134 The Assessments – or the 1 – 20 ................................................................................. 135 Compelling Event and Unique Business Value .......................................................... 136 Customer’s Compelling Event ................................................................................ 137 Our Unique Business Value ........................................................................................ 138 Politics......................................................................................................................... 139 Strategy ....................................................................................................................... 140 Strategy ....................................................................................................................... 140 Account and Opportunity Management .......................................................................... 142 Opportunity Management - Phases and Responsibilities................................................ 142 Client Visit Reports (CVR) ............................................................................................. 143 Full Cycle of Field Service ............................................................................................. 144 Customer Calls the Callcenter for the service................................................................. 146 Field Service .............................................................................................................. 146 1. Enter a service request. Service request activities are created throughout the life cycle of the service request. ............................................................................................ 148 2. Verify the service level agreements for the caller. ................................................. 148 3. Based on the diagnosis of the problem and the service level agreement, create a return material authorization (RMA) or a service order, and link it to the service request, to allow prompt resolution. ............................................................................... 148 4. Fill the order and ship the replacement parts to the customer or the field engineer.148 5. Dispatch activities to a field engineer with the right skill set, tools, time, and location. ........................................................................................................................... 148Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 6. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Agreements ..................................................................................................................... 151 Overview: .................................................................................................................... 151 Automatic Entitlements .......................................................................................... 151 Agreement Management ......................................................................................... 151 Agreement Charges and Invoicing.......................................................................... 152 Agreement Renewal .................................................................................................. 152 Adding Assets to Agreement Line Items ................................................................. 153 Revenue Plan Templates .......................................................................................... 154 Entitlements .................................................................................................................... 155 Entitlement Templates.............................................................................................. 155 Adding Service Request Information to Entitlements ........................................... 157 Shipping and Receiving .................................................................................................. 158 Shipping Orders ........................................................................................................ 158 Receiving Orders ....................................................................................................... 159 Checks and Validations for Shipping and Receiving............................................. 159 Shipping and Receiving Hierarchical Assets .......................................................... 160 Processing and Tracking Shipments ....................................................................... 160 Processing and Tracking Receipts ........................................................................... 162 Return Material Authorization (RMA) ........................................................................... 165 Substitution Rules ........................................................................................................... 166 Wash Scenarios ............................................................................................................... 167 RMA Advance Exchange ............................................................................................... 168 RMA Premium Service ................................................................................................... 169 RMA Return and Replace ............................................................................................... 170 RMA Return and Repair ................................................................................................. 171 RMA Adv Exch (Request for Complaint Part) ............................................................... 172 Service Order .................................................................................................................. 172 Internal Order (Replenishment Orders) .......................................................................... 173 Internal Order (Bulk Return/Customer Owned) and FA Process ................................... 174 Repair Process ................................................................................................................. 175 RMA Return.................................................................................................................... 176 Purchase Order ................................................................................................................ 177 What is Siebel Field Service? ......................................................................................... 178 Benefits of Siebel Field Service ...................................................................................... 179 Typical Scenarios for Field Service ................................................................................ 180 Basic Field Service Modules .......................................................................................... 181 Full Cycle of the Field Service ....................................................................................... 182 Basics of Field Service.................................................................................................... 183 RMA (Return Material Authorization) ........................................................................... 184 Cycle Counting ............................................................................................................... 185 Methods of Product Classification for Cycle Counting ......................................... 185 Replenishment................................................................................................................. 186 Sources of Replenishment ........................................................................................ 186 Fulfillment....................................................................................................................... 187 Fulfillment Engine .................................................................................................... 187 Dispatch Board................................................................................................................ 188 Agreements ..................................................................................................................... 189 Field Service Engines ..................................................................................................... 189 Field Service Screen Shots.............................................................................................. 190 Field Service in Siebel 8.0 .............................................................................................. 192Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 7. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Field Service Screen Shots (Siebel 8.0) .......................................................................... 193 Siebel Marketing ............................................................................................................. 194 The Siebel Marketing Suite ............................................................................................ 194 Marketing Relationships ............................................................................................. 196 About Campaigns........................................................................................................ 196 Creating and Testing Campaign Load Formats ...................................................... 197 Creating Campaign Load Formats .......................................................................... 197 Example of Creating a Response Load Format ...................................................... 202 Example of Creating a Lead Load Format .............................................................. 203 Testing Campaign Load Formats ............................................................................ 204 Planning and Budgeting for Marketing........................................................................... 205 Marketing Initiatives ................................................................................................... 208 Process of Creating Marketing Plans and Budget Requests ....................................... 208 Planning and Designing Marketing Campaigns ............................................................. 226 Siebel Campaigns........................................................................................................ 226 Creating and Using Activity Plans .............................................................................. 226 Process of Planning and Designing Marketing Campaigns ........................................ 227 Associating Offers and Segments with Campaigns .................................................... 231 Associating Related Events with Campaigns ............................................................. 234 Using SmartScripts with Campaigns .......................................................................... 234 Using Response Management ..................................................................................... 246 Reviewing and Adding Campaign Elements in Campaign Explorer ...................... 251 Launching Programs and Campaigns ............................................................................. 256 Marketing Campaign Launch Workflow Process ....................................................... 258 Checking Campaign Launch Status ............................................................................ 258 Suspending and Relaunching Email Campaigns ........................................................ 260 Executing Campaigns from Start to Finish ..................................................................... 268 Executing Stand-Alone Campaigns from Start to Finish ............................................ 269 Executing Marketing Programs from Start to Finish .................................................. 269 Campaign Management .................................................................................................. 269 What is Campaign?................................................................................................... 270 Stages of campaign: Planning, Execution & Evaluation ....................................... 271 Step by Step Campaign Management ..................................................................... 272 Campaign Management is a Marketing Activity ................................................... 273 Campaign Process Flow ........................................................................................... 274 Campaign Process Flow ........................................................................................... 275 Target your Audience ............................................................................................... 276 Quantify your goals................................................................................................... 277 Planning Tasks .......................................................................................................... 278 Campaign Activities .................................................................................................. 279 Handling Campaign Responses ............................................................................... 280 Process of converting campaign response into other record types: ..................... 281 Process of converting campaign response into other record types: ..................... 282 Follow a lead from creation through closure ......................................................... 283 Components of Effective Marketing ....................................................................... 284 Campaign Optimization ........................................................................................... 285 Lifecycle Marketing .................................................................................................. 286 Multi channel Development and integration .......................................................... 287 Product Strategy ....................................................................................................... 287 Technology Enablers ................................................................................................ 288Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 8. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Financial Models ....................................................................................................... 289 Examples of Campaigns launched by IBM ............................................................ 290 Campaign Objectives and Strategy ......................................................................... 291 Campaign Design ...................................................................................................... 292 Campaign Tactics...................................................................................................... 293 Voice of the Business Partner .................................................................................. 294 Campaign Management implementation in Siebel CRM ............................................... 295 Siebel Enterprise Marketing Suite .................................................................................. 307 Comprehensive Solution ........................................................................................... 308 Unified Metadata Driven Architecture ................................................................... 309 Current Solution Components (v8.0) ...................................................................... 310 Align and optimize spending, improved usability and integration ...................... 311 Siebel Marketing Server ........................................................................................... 312 Enhanced Segmentation .......................................................................................... 312 Siebel CRM 8.1 Marketing & Loyalty .................................................................... 313 Increase Customer Loyalty & Improve Marketing Effectiveness .......................... 313 Siebel 8.1: Enhanced Lead Management ................................................................ 313 Increased alignment, control and effectiveness of response to order process ........ 314 Sales & Marketing Alignment - Common requests ............................................... 314 Example Response and Lead Management Process .............................................. 315 8.1 Enhancements and Business Benefits................................................................ 316 Enhanced response and list import ......................................................................... 316 Lead Management Terminology ............................................................................. 317 Data Import – Support Objects ............................................................................... 318 Self-service Data Import........................................................................................... 319 Import Usability Enhancements .............................................................................. 320 Import – supported objects ...................................................................................... 321 Lead Management User Interface ........................................................................... 322 Lead Lifecycle............................................................................................................ 323 Leads Logical Data Model........................................................................................ 324 Other advanced import features.............................................................................. 325 Closed-Loop - Import for update purposes ............................................................ 326 Import for update purposes (continued)................................................................. 327 Data Import Framework (continued) ..................................................................... 328 Example: Lead Import Workflow Process ............................................................. 329 Data Quality and UCM Considerations .................................................................. 330 Extending Data Import - Adding new fields........................................................... 331 Extending Data Import - Adding new fields Continued........................................ 332 Extending Data Import - Addition of new import object ...................................... 333 Applying business rules to leads .............................................................................. 334 Lead Scoring Rules – Example ................................................................................ 335 Lead Scoring Rules – Example ................................................................................ 336 Email and Web Marketing ....................................................................................... 337 Example Scenario Flow ............................................................................................ 338 Email and Web Marketing Best Practice Process ................................................. 339 8.1 Enhancements and Business Benefits................................................................ 340 Usability: Email Setup Wizard ................................................................................ 341 Usability: Automatic URL formatting .................................................................... 342 Usability: Email Testing ........................................................................................... 343 Pre-packaged Email Bounce Handling ................................................................... 344Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 9. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Bounce history on contact record ............................................................................ 345 Configuring bounce status thresholds ..................................................................... 346 Email reply handling ................................................................................................ 347 Email Throttling........................................................................................................ 348 8.1 Enhancements and Business Benefits................................................................ 349 Enhanced web marketing ........................................................................................ 349 Example Scenario Flow ............................................................................................ 350 Example Page: Section-based Assembly ................................................................. 351 Landing Page Design: Task UI ................................................................................ 352 Web Landing Pages: Content Library .................................................................... 353 Content library .......................................................................................................... 354 Web Responses and Surveys: Question Library .................................................... 355 Web Surveys: Creating a response form ................................................................ 356 Deploying Web Landing Pages ................................................................................ 357 Web Response capture – seeded mapping .............................................................. 358 Web Responses: where they go ................................................................................ 359 Web Responses: where they go (continued) ........................................................... 360 Siebel 8.1: Web Response components.................................................................... 361 Web Offers (old) vs. Landing Sites (new) ............................................................... 362 Web Offers (old) vs. Landing Sites (new) continued ............................................. 363 Self-Service integration with Surveys – SR ............................................................ 364 Self-Service integration– Web Chat Conclusion .................................................... 365 Troubleshoot Response Processing ......................................................................... 366 Response Processor Issues ...................................................................................... 366 Enhanced Offer Management .................................................................................. 367 Offer Usage Scenario: Intelligent Up-Selling ......................................................... 368 Enhanced Offer Management and Allocation – Benefits ..................................... 369 Marketing Initiatives ................................................................................................ 370 Marketing Funds ....................................................................................................... 371 Budget Requests ........................................................................................................ 372 Purchase Orders........................................................................................................ 373 Collateral and Asset Management .......................................................................... 374 Web Services.............................................................................................................. 375 Web Services – Events Example .............................................................................. 376 8.0 Web Services Investments - Benefits ................................................................. 377 Siebel Marketing 8.0- Summary .............................................................................. 378 Siebel Pharma ................................................................................................................. 379 Siebel ePharma Capabilities ........................................................................................... 380 Siebel ePharma Features ................................................................................................. 381 Siebel Pharma Terminology ........................................................................................... 382 Targeting Screen ............................................................................................................. 384 Applying Target List ................................................................................................... 385 Auto Scheduling Screen .................................................................................................. 386 Auto Scheduling Feature............................................................................................. 387 Precall Planning View..................................................................................................... 388 Precall Planning .......................................................................................................... 389 Call Reporting Screen ..................................................................................................... 390 Contact Call Reporting ............................................................................................... 391 Account Call Reporting .............................................................................................. 392 Market Analysis Screen .................................................................................................. 393Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 10. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Analysis....................................................................................................................... 394 Samples Management Screen ......................................................................................... 395 Sample History Screen .................................................................................................... 396 My Samples History View .......................................................................................... 397 Inventory Counts Screen ................................................................................................. 398 Inventory Count View................................................................................................. 399 Samples Reconciliation Screen ....................................................................................... 400 Reconciliation View.................................................................................................... 401 Samples Adjustments Screen .......................................................................................... 402 My Sample Adjustments View ................................................................................... 403 Siebel Call Reporting Process ......................................................................................... 404 Reviewing Market Data Process ..................................................................................... 405 Scheduling and Call Planning Process ............................................................................ 406 Recording Call Activities Process .................................................................................. 407 Samples Management Process ........................................................................................ 408 Samples Management : Administrator Process .......................................................... 409 Samples Management : Manager Process ................................................................... 410 Samples Management : Sales Rep Process ................................................................. 411 New and Enhanced Features for Siebel Pharma ............................................................. 412 Hospital – Doctor Targeting Overview....................................................................... 413 Hospital Doctor Targeting Background ...................................................................... 414 Target List Creation Process ....................................................................................... 415 Business Challenges.................................................................................................... 416 Account Contacts Entity ............................................................................................. 417 Siebel Pharma Accounts – Department & Contacts ................................................... 420 Account Contacts Weekly Call Planning .................................................................... 422 Account Contacts Calls ............................................................................................... 427 Samples Related Enhancements ................................................................................. 431 New Features .............................................................................................................. 435 Pharmaceutical value chain............................................................................................. 436 Pharmaceutical Research & Development Process ........................................................ 437 Research and Development Phase .................................................................................. 438 Phases of Clinical Development ..................................................................................... 439 Clinical Trial ................................................................................................................... 440 Clinical Trail Phases ....................................................................................................... 448 Food and Drug Administration ....................................................................................... 451 Who does FDA Regulate? .............................................................................................. 452 What is CFR? .................................................................................................................. 453 Pharmaceutical and Biotech Companies ......................................................................... 454 Clinical Trial Management System - Situation ............................................................... 455 Clinical Trial Management System - Challenges ........................................................... 456 Clinical Trial Management System ................................................................................ 457 Clinical Trial Management System - Solution................................................................ 458 Clinical Trail Management System (CTMS) .................................................................. 460 CTMS – Integrated modules ........................................................................................... 461 CTMS System ................................................................................................................. 462 CTMS Vendors in Market .............................................................................................. 463 Siebel eClinical ............................................................................................................... 464 Oracle Siebel – Clinical Trial Management System ....................................................... 466 CTMS .............................................................................................................................. 467Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 11. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Future Challenges in CTMS applications ....................................................................... 468 Oracle Life Sciences Solution Footprint ......................................................................... 469 Clinical Solution Set Components .................................................................................. 470 Siebel Clinical Evolution ................................................................................................ 471 Key functionality ............................................................................................................ 472 Global Trial Support ................................................................................................... 473 Investigator Screening & Subject Recruitment............................................................... 474 Calendar Management .................................................................................................... 475 Protocol Adherence ......................................................................................................... 476 Trial Status Monitoring & Enrolment Tracking ............................................................. 477 Document Tracking ........................................................................................................ 478 Site Management ............................................................................................................ 479 Site Visits & Visit Reports .............................................................................................. 480 Automatic Team Assignment & History ........................................................................ 481 Site Payments & Contract Management ......................................................................... 482 Project Management & Resource Optimization ............................................................. 483 Regulatory Compliance .................................................................................................. 484 Analytics and Reporting ................................................................................................. 485 Siebel Clinical Solution Set Flow ................................................................................... 486 Introduction ..................................................................................................................... 487 What is Insurance ? ......................................................................................................... 487 Insurance Cycle ............................................................................................................... 488 Automobile Policies ........................................................................................................ 489 Property Policies ............................................................................................................. 490 Life and Annuities........................................................................................................... 491 Group Policies ................................................................................................................. 492 Group Pension Policies ................................................................................................... 493 Personal Umbrella Policies ............................................................................................. 494 Claims Management ....................................................................................................... 495 Policy Premium Payment ................................................................................................ 496 Automobile Policy Procedure – Sample Scenario .......................................................... 497 Setting Up Automobile Policy – Administration ............................................................ 498 Setting Up Automobile Policy – Coverages ................................................................... 499 Setting Up Automobile Policy – Rate State .................................................................... 500 Setting Up Automobile Policy – Vehicle Type .............................................................. 501 Setting Up Automobile Policy – Coverage Admin......................................................... 502 Setting Up Automobile Policy – Coverage Values......................................................... 503 Creating an Auto Policy .................................................................................................. 504 Siebel Hospitality ............................................................................................................ 505 Introduction ..................................................................................................................... 506 Business Tasks in Hospitality Industry ........................................................................... 507 Hospitality Related Terms .............................................................................................. 508 Administrative Setup Tasks ............................................................................................ 510 Siebel Hospitality Administration Screens ..................................................................... 511 Property Administration.............................................................................................. 512 Product Administration ............................................................................................... 513 Pricing Administration ................................................................................................ 514 Property Pricing Administration ................................................................................. 515 Tax Service Admin ..................................................................................................... 516 Different Phases in Hospitality Industry ......................................................................... 517Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 12. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunity Capturing ................................................................................................ 518 Quote ........................................................................................................................... 519 Revenue Management ................................................................................................. 520 Finalizing a Quote and Confirming Event Details ...................................................... 521 Generating and Managing Event Orders ............................................................... 522 Generating Event Checks ......................................................................................... 523 Siebel Public Sector ........................................................................................................ 524 Introduction ..................................................................................................................... 525 Public Sector Solutions ................................................................................................... 526 Siebel Public Sector 7.8 .................................................................................................. 527 Oracle’s Siebel Public Sector 8.0.................................................................................... 528 What’s New in Public Sector 8.0? .................................................................................. 529 NEW in 8.0 – Case Serialization .................................................................................... 530 New in 8.0 – Universal Case Inbox ................................................................................ 531 New in 8.0 – Siebel Evidence Management ................................................................... 532 New in 8.0 – Siebel Lead Management .......................................................................... 533 Business Rules Engine .................................................................................................... 534 Siebel CRM for consumer goods industry ...................................................................... 535 Business Drivers – Consumer Goods Industry ............................................................... 535 Consumer Goods Industry Process View ....................................................................... 536 Siebel Solution ................................................................................................................ 537 About Siebel Consumer Goods ....................................................................................... 538 Advantages of Siebel Consumer Goods ......................................................................... 539 Siebel Consumer Goods Customers................................................................................ 540 Siebel Consumer Sector Solutions for Key Business Issues .......................................... 541 Business Entities ............................................................................................................. 544 Accounts ..................................................................................................................... 545 Procedures for Accounts ................................................................................................. 546 Products....................................................................................................................... 547 Procedures for Products .............................................................................................. 548 Product Distribution .................................................................................................... 549 Procedures for Product Distribution ........................................................................... 550 Sales Volume Planning ............................................................................................... 551 Procedures for Sales Volume Planning....................................................................... 552 Trade Promotions ........................................................................................................ 553 Procedures for Trade Promotions ............................................................................... 554 Trade Funds ................................................................................................................ 555 Procedures for Trade Funds ........................................................................................ 556 Deductions .................................................................................................................. 557 Procedures for Deductions .......................................................................................... 558 few more entities…. ........................................................................................................ 559Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 13. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Call Center Siebel Call Center and customer support software helps sales, telesales, and customer service representatives to better understand and address the needs of their customers. Siebel Call Center allows agents to handle service, support, and sales interactions across a broad range of communication channels such as telephone, email, fax, pager, wireless messaging, and voice over IP, Web collaboration, and chat. These channels are integrated, allowing each agent to become a customer-contact manager, supporting a range of products and services and presenting tailored offerings designed to meet customer’s needs. Siebel Call Center provides an array of service and telesales functionality in a single application. Support personnel can provide both sales and service assistance to customers across multiple channels within their contact centers. Siebel Call Center also manages customer and account profiles, product knowledge, purchase histories, opportunities, service requests, and service-level agreements.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 14. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Call Center Home Page When an agent logs in to the Siebel Call Center application, the first screen the agent sees is determined by the value of the Startup Screen user preference. If this preference has not been set, the agent sees the home page. The home page is a combination of lists and forms that provide a snapshot of the most important information agents need to manage their day and workload. This information is customizable, depending on the personal preferences of each agent, and may include content such as My Accounts, My Calendar, My Activities, My Service Requests, My Campaigns, and My Contacts. Agents can change the appearance of the home page by using the controls that appear in the upper-right corner of each list or form. Using the controls, agents can show or hide the detailed records for each content area. They can also use the edit layout function to control what content appears on the home page, and the order in which the content appears. Changes remain in effect until the agent makes new changes. NOTE: The home page displays only the views for which an agent has permissions, based on their profile. Fig 1.0 given below shows the home page, including lists of service requests, activities, and a calendar for the current user.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 15. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Call Center Communications Toolbar The communications toolbar helps agents to manage inbound and outbound interactions over multiple channels, including voice, email, Web text chat, and wireless. Using the communications toolbar, agents can initiate outbound work items and accept inbound work items. In addition, agents may place work items on hold or transfer items to other agents using either blind transfer, consultative transfer or conference transfer capabilities. Agents can also log in to or out of the work queue and set their work mode to ready state to accept incoming work items. The toolbar lets agents manage multiple simultaneous work items including combinations of emails, phone calls, and Web calls. When a work item is sent to an agent, the Accept Incoming Work Item icon flashes with the appropriate symbol, such as a phone symbol for a phone call. The timer on the left side of the toolbar tracks the handling time for the currently active work item. Fig 2.0 given below shows the communications toolbar. The toolbar includes icons for accepting a work item, initiating a work item, releasing a work item, transferring a call, and so on. It also includes information about how long the active work item has been assigned to you and how long you have been working on it. Fig 2.0Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 16. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Call Center Message Broadcasting The message bar provides message broadcasting, a method of communicating information electronically to agents and others. It may display company information or critical statistics from the phone switch, such as the number of calls in the queue or the average call handling time. The broadcast messages appear as scrolling text in the broadcast bar at the bottom of the application. The arrows at either end of the message bar control the direction in which the text scrolls. Messages can be displayed in different colors to indicate the importance of each message. The information in the message bar can be sent to specific individuals, a group of people, or to all users. To stop the message bar from scrolling, place the cursor on the message bar. To begin scrolling again, move the cursor away from the message bar. NOTE: This is the default behavior for the application. It may be changed by an administrator. A counter, positioned to the right of the message bar, indicates how many broadcast messages there are and which message is scrolling across the screen, fig 3.0 given below shows the message bar and counter. Fig 3.0 To configure Message Broadcasting: 1. Go to Admin – Communication  Message Broadcast 2. Click New 3. Fill in the details for the message 4. Set the Activation/Expiration date of message broadcast if required 5. Check All users if you want to broadcast this message to all the users 6. Broadcasting also depends upon Position and Division, therefore a user can set it according to is preferences. 7. Save the RecordPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 17. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Managing the Customer Dashboard The customer dashboard gives agents quick access to key customer data throughout the life cycle of a call, as well as a persistent region of the page containing the key data as they navigate through the application. The dashboard displays different information depending on how Siebel Call Center is configured, and which application context is present when the agent populates or updates the dashboard. Fig 4.0 given below shows the fields that the dashboard displays when it is populated from the Contacts screen. These fields include Customer Name, Work Phone #, Account, Email Address, and so on. Fig 4.0: Customer Dashboard Showing Contact Information The dashboard also provides access to information on assets, activities, entitlements, campaigns, opportunities, orders, service requests as well as information relating to customers and other contacts.  Displaying and Populating the Customer Dashboard When open, the dashboard appears in the upper frame of the application area. The information displayed in the dashboard can be populated using Siebel CTI, using Smart Script, by clicking the Update button in the dashboard, or by clicking the Set Customer Dashboard button in the Search Center while a contact record is displayed. NOTE: The dashboard is read-only, and only displays customer information when it is open. Siebel CTI only populates the dashboard when it is open. The dashboard toolbar button opens the dashboard. As a good business practice, agents should always open the customer dashboard before answering calls, so that the customer information is visible for reference, provided the organization uses Siebel CTI and it is configured to populate the dashboard. The following procedures describe how to display the dashboard and how to manually populate the dashboard with data.  To display the customer dashboard Use one of the following methods to display the customer dashboard: 1. In the Call Center application toolbar, click the Open Customer Dashboard icon. 2. In the application-level menu, choose View > Open Customer Dashboard.  To populate the dashboard with information from the current record 1. Navigate to the screen, view, and record. 2. Display the customer dashboard, as described in To display the customer dashboard.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 18. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 3. In the dashboard, click Update to display information from the selected record.  Using the Dashboard for Quick Navigation The dashboard allows the agent to navigate to information related to data that is displayed in its fields. For example, when the dashboard contains contact information, the agent can use it to navigate to areas of the application that handle activities, activity plans, agreements, assets, campaigns, entitlements, opportunities, orders, and service requests. When the dashboard contains other kinds of information, the agent can navigate to areas that are relevant for the types of information shown.  Transferring Dashboard Information Under some circumstances, an agent who is handling a customer call can use the communications toolbar to transfer both the call and dashboard information to another agent. In order for the dashboard information to transfer successfully, the agent who receives the transferred call must already have the dashboard open. Using Search Center Siebel Search Center is a text retrieval tool that lets agents search for information and see the results without losing the data currently shown in the application window. SearchPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 19. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Center is the central search hub for call center agents. They can perform broad or exact searches from anywhere within the Siebel application. Using the Results list in the Search Center, call center agents can attach records to the main record that is active in the application window. For example, a solution record can be attached to a service request. Agents can also preview a result record or make a result record the active record in the application window. Selecting advanced search allows searching across multiple types of information with one search.  Performing a Search Agents can perform searches to find information, (for example, to search for a relevant solution record), and see the results without losing data. To perform a search 1. On the application toolbar, click the Search button to open the Search Center. The Search button is the binocular icon located in the right side of the screen. 2. Click the Search button. The Search Center appears in a frame in the right part of the application window. 3. From the Look In drop-down list, select the type of information you want to find. Different fields appear depending on the selection you make. 4. Complete the fields to define your search criteria. 5. Click Search. The records that match the search criteria appear in the Results list.  Working with Result Records Using the Results list in the Search Center, agents can attach other records to the main active record in the application window, preview records or external documents, and search for a contact and populate the dashboard. For example, they can attach a solution record to a service request. NOTE: In order for the selected record to be associated with the main record as an attachment, the relationship must be established using Siebel Tools. To attach a result record 1. In the application window, select the record to which you want to attach the result record. 2. Click the Search button and perform a search to find the record to attach. The records that match your search criteria appear in the Results list. 3. In the Results list, select the record to attach. 4. Click the menu button, and then choose Attach. The record is attached to the active record in the application window.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 20. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Customer Interaction Life Cycle Interactions between companies and potential or existing customers typically follow a pattern called a life cycle, composed of the following stages:  Prospect stage Your company has contact information for a prospective customer, but has not determined the prospects level of interest in your goods or services. Lists of prospects are often rented to companies for limited time periods, during which time prospect data must be keptPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 21. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only separate from data on other possible customers who have voluntarily interacted with the company. This information is stored using the Prospect screen.  Candidate stage Your company has interacted with the prospective customer and has determined that the prospect is interested in doing business with you. At this point, prospect information is typically moved to the storage area for contact information, and the prospect is considered to be promoted to a contact.  Qualified stage Your company has determined that the contact represents a significant sales opportunity. At this point, an opportunity record is created.  Customer stage The contact has made one or more purchases from your company. The status of the contact is Active.  Inactive stage The contact has purchased from your company in the past, but has no current service agreements, and represents no current sales opportunities.  Deletion stage The contact information has ceased to be useful, typically because the contact is no longer with the account or household, or because the account no longer exists, or because your company wants no further interaction with that contact, account, or household. Using Siebel Call Center, you can record the life cycle stage for a contact, an account, or a household, using the Status field in the appropriate screen. By indicating the life cycle stage of the record, you can make decisions on what resources to allocate to interactions with that contact, account, or household. The default Status assigned to a new contact, account, or household record is Active.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 22. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Accounts Managing Business Data with the Accounts Screen An account can be a company representing a customer, a prospective customer, a partner, a supplier, or a competitor. Call center agents can use the Accounts screen to organize and track data when performing the following tasks:  Creating accounts  Creating and associating activities with an account  Associating contacts with an account  Researching the following kinds of account information:  Service Requests  Contractual Agreements  Product Issues  Activity History  Account StatusPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 23. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only If your organization serves mostly businesses, the Accounts screen is a good screen to use when answering general inbound phone calls. If your organization serves mostly individual consumers, or if you are answering inbound calls related to a marketing campaign, the Contacts screen is a better screen to use when answering inbound calls. Business Scenario for Accounts The Accounts screen and views often provide the central navigation point to help call center agents research customers and respond to inbound calls. The type of call determines which view is used by the agent in the application. The following scenarios provide examples of how the Accounts screen is used:  The call center agent needs to see existing account information, including the products owned by the account, to assist a caller with a service request or to follow up on a service request.  A caller contacts the call center in response to a sales campaign. Assuming the caller is unknown, the call center agent creates a new account. First, the agent records the account name, address, and other important information. Then, the agent adds a contact or enters other information about the new account. Finally, the agent associates the contact with the campaign that resulted in the call.  A call center agent wants to enter information about a prospective account. For example, the agent may call a prospective customer to find out if the customer located requested information on the companys Web site, and whether the customer requires any additional information. The agent adds notes that can be used by a sales representative or schedules follow-up activities to help manage the account relationship. End-User Procedures for Accounts  Creating an AccountPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 24. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Adding Contacts to an Account  Sending Account Information to an External System Creating an Account As a central object for managing customer relationships, an account record must be created for each prospective or customer account before other supporting information can be entered about the account. After an account is created, an agent can begin to add and track important details such as individual contacts, opportunities, and service requests. To create an account  Navigate to the Accounts screen.  In the More Info form, click New, and complete the fields for the new record. To view additional fields, click the show more button. Adding Contacts to an Account As agents work closely with prospective or customer accounts, they need to accurately maintain the contacts associated with the account. The following procedure describes how to add one or more new contacts for an account. To add contacts to an account  Navigate to the Accounts screen, and select the account in the Accounts list.  Click the Contacts view tab.  In the Contacts list, add a new record, and complete the fields.  Click the hyperlink in the Last Name field to navigate to the Contacts screen to add additional information about the contact. Sending Account Information to an External System If the Siebel administrator has set up real-time account integration between Siebel Call Center and another system in your organization, you can use the Update External System command to send new and modified account information from Siebel Call Center application to the other system. By default, in the Accounts screen, the Update External System command triggers the business process Synchronize Account ASI. This business process sends account information to the external system, waits for a response from the external system, and then updates the Siebel database with the response. The following procedure describes how to send information about an account from Siebel Call Center to another system. This procedure assumes that your Siebel administrator has completed the necessary work to enable real-time account integration through Application Service Interfaces (ASI).Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 25. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only To send account and contact information to an external software system  Navigate to the Accounts screen, and in the Accounts list, select an account.  Click the Contacts view tab, and in the Contacts list, add the contacts that are associated with the account. If account contacts are not yet listed, follow the instructions in To add contacts to an account to specify account contacts.  In the Contacts list, click the hyperlink in the Last Name field to display the Contact form and an Activities list for the selected contact.  In the Contact form, click the menu button, and then choose Update External System. You may observe a slight pause while the information is sent and the response from external system is received.  Click the thread bar to return to the Account form.  In the Account form, click the menu button, and then choose Update External System. Activities Activities and Templates Activities are tasks that are required or have been performed for the customer. In a customer service environment, activities are often associated with a service request and represent steps taken to resolve a customer issue. Activity templates are available representing predefined groups of sequential activities required to resolve or diagnose specific issues. These templates provide a quick method of creating consistent activity sequences representing best practices for addressing customer issues. Activities are also used to represent tasks in no service situations such as scheduling and recording meetings, appointments, and interactions with customers and prospects. If one task leads to follow-up tasks, it is possible to associate follow-up activity records with a parent activity record. Activities can be viewed in several different locations, including the following:  My To Do List in the Activities screen. This list shows all the users activities, regardless of status. Access this list by navigating to the Activities screen and choosing My To Do List from the Show drop-down list.  My To Dos in the Calendar screen. This list displays a subset of the data displayed in the My To Do List in the Activities screen, activities that have not been completed. Business Scenario for Activities A service department representative use the Activities screen to manage personal tasks and tasks associated with contacts, service requests, solutions, accounts, and opportunities. After reviewing a to-do list in the Calendar screen, the service representative notices that the first scheduled activity is to follow up on a faxed service request from a customer account requesting a solution to a problem. Because the service team uses activities to track the service request progress for the account, the service representative is able to prepare for a follow-up phone call by reviewing past activities associated with the customer. The service representative notes that since the last phone call, another representative has sent literature which solves the companys problem. The service representative prepares forPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 26. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only the follow-up call based on this information. As team members accomplish their activities, they mark them as done, providing key status information. After speaking with the customer the service representative logs an activity, records the details of the conversation with the customer, and then closes the request. End-User Procedures for Activities As agents work with activities to resolve customer service issues, consider these suggestions:  Determine if work has already been performed to resolve the request  Record new activities performed to help resolve the request  If appropriate, use an existing activity plan with a proven sequence of activities to help resolve the request As activities are completed, set the activitys status to done. The following sections include information about working with activities:  Researching a Service-Related Activity  Adding an Activity to a Customer Request  Assigning an Activity to a Team Member  Using an Activity Plan to Resolve Customer Issues  Associating a Follow-Up Activity with a Parent Activity  Sharing Activity Information Researching a Service-Related Activity For existing service requests, agents can quickly research the history of related activities using the Service Requests screen. The Activities Detail view provides a comprehensive set of completed and scheduled activities for the service request. To view existing activities for a service request  Navigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.  In the Service Requests list, select the service request, and then click the Activities view tab.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 27. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  The Activities list represents every scheduled task for the selected service request as well as the service request history.  In the Activities list, select the activity, and then drill down on the hyperlink in the Type field.  The Activity form and Attachments list appear. You can view additional details about the activity, or add additional details, such as supporting attachments using either the form or the list. Adding an Activity to a Customer Request When working with a service request, the agent must record all research and other work performed to resolve the request. This comprehensive history can be helpful to others working with the particular service request, contact, or account. It also forms a valuable resolution record that may be used by others in the future to avoid duplication of effort. Activities related to a service request are recorded on the Service Requests screen. To add activities to a service request  Navigate to the Service Requests screen.  From the Show drop-down list, select My Service Requests.  In the Service Request list, select the service request, and then click the Activities view tab  In the Activities list, add a record, and complete the fields.  An activity number is automatically generated. The account and contact information are automatically entered from the information in the selected service request. Assigning an Activity to a Team Member When creating a new activity, it may be necessary to assign it to another team member who handles specific requests or types of tasks. When the activity is assigned it appears in the assigned users My Activities list. NOTE: When the Category field for an activity is set to certain specific values, any existing entries are automatically cleared from the Owner and Employee fields, in order to let Assignment Manager select the best available resources for the activity. The Category and Employee fields are not visible by default in the Service Requests Activities view, but both are visible in the Activities screen when the show more button has been clicked for the Activities form or More Info form. The specific Category values that clear the Owner and Employee fields are Diagnostic, Field Engineer Activity, Other, Preventive Maintenance, and Repair Activity. The following procedure describes how to assign an activity manually. To assign or reassign an activityPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 28. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Navigate to the Service screen, and from the Show drop-down list, select All Service Requests.  In the Service Requests list, select the service request associated with the activity you want to assign.  Click the Activities view tab.  In the Activities list, select the activity you want the representative to be reassigned or assigned to, or create a new one, as described in To add activities to a service request.  In the Type field, click the hyperlink to display the Activities Attachments view.  In the Activities form, click the show more button.  In the Employees field, click the select button.  In the Employees dialog box, select the record of an employee who is already listed, or add another employee to the list by completing the following sub steps: 1. In the Employees dialog box, click New. 2. In the Add Employees dialog box, select the employee you want to associate with the activity, and then click OK to return to the Employees dialog box.  Select the Primary field for the employee you want to assign the activity to, and then click OK. In the main window, both the Employees field and the Owner field display the new value. NOTE: The Owner value can also be entered or selected directly in the Owner field. If you use either of these methods, any previously assigned Owner is deleted from both the Owner and Employee fields, and the new Owner is automatically added to the Employee field as Primary. Using an Activity Plan to Resolve Customer Issues An activity plan defines the activities needed to implement a project or goal, or to resolve issues that frequently occur. For example, if a service-oriented activity plan is associated with a service request, the plan might include standard set of activities required to resolve the SR. Activity plans use activity templates that establish the list of activities to be completed. Activity templates, created by administrators, may have various levels of details pertinent to each member of a team, such as requisitioning parts and tools, steps involved in the service activities, or special directions or instructions. After an agent chooses an activity plan, the steps are in place to help the agent diagnose and resolve the customers issues, and the agent can move to the next customer call. Either an administrator or Assignment Manager can assign the activities to the appropriate users. To add activities associated with an activity plan  Navigate to the Service screen, and from the Show drop-down list, select My Service Requests.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 29. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  In the Service Request list, select the service request, and then click the Activity Plans view tab.  In the Activity Plans list, add a record, and in the Template field, select the appropriate activity template for the service request.  In the Planned Start field, enter the start date and time for activities related to the service request.  Save the Activity Plan. Activities associated with the plan are automatically generated and appear in the Activities sub view. Associating a Follow-Up Activity with a Parent Activity Any activity may be associated with a parent activity. For example, an activity such as a conference call might result in a number of follow-up activities. To record the relationship, the conference call activity would be specified as the parent activity for each of the follow- up activities. To associate a follow-up activity with a parent activity  Navigate to the Activities screen, and in the Activities list, select the child activity.  In the Parent Activity field, click the select button. If necessary, click the show more button in either the Activity form or the More Info form to display the Parent Activity field.  In the Activities dialog box, query to locate and select the parent activity, and then click OK. Sharing Activity Information An agent can grant permission to other users to view the agents activity records. These users may also have permission to create, modify, and delete the agents activity records. The following procedures describe how to grant this permission, and how to work with other activity records that you have permission to view or modify. NOTE: A user can modify or delete a specific activity record if anyone who is listed in that activitys Employee field has granted that user permission to modify and delete activities. To grant permission for another user to work with your activity records  Navigate to the Calendar screen, and from the Show drop-down list, select Calendar Access List.  In the Calendar Access list, click New.  In the Add Employees dialog box, query to locate and select the employee to whom you want to grant access, and then click OK.  Select the check box in the Allow Updates field. Selecting the check box allows the user to modify, delete, and add activity records for you.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 30. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only If you want the user to be able to view your activity records, but not modify the records, make sure the Allow Updates check box is not selected. The following procedure describes how to work with another users activity records, if that user has granted you permission to do so. To work with another users activity records  Navigate to the Activities screen, and from the Show drop-down list, select Others Activities.  In the drop-down list in the header of the Activities list, select the user whose activities you want to work with, and then click Go. If the user accessing the records has been granted permission to add and modify these records, the New button in the Activities list is available, and the user can work with these records as though they were his own. If the user has not been granted permission to make changes, the New button is inactive.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 31. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Agreements Overview An agreement describes a product or service provided to the customer and the financial relationship between parties. In the context of your Siebel application, contracts and agreements are synonymous. In your Siebel applications user interface, contracts are referred to as agreements. Many different types of agreements can be created manually in the Agreements screen or automatically from a quote in the Quotes screen. Agreements can have a hierarchical relationship; that is, a master agreement can have multiple child agreements. To create a new agreement Navigate to the Agreements screen > List view. In the Agreements list, create a new record, and complete the fields as appropriate. To verify an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record. In the Agreements form, click Verify. Alternatively, click the forms menu button and select Verify. The agreement details in the form are validated against a set of rules. The results of the validation process then appear in a dialog box. To revise an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record. In the Agreements form, click the Revise button. This copies the agreement and increments the revision number. The revision number is suffixed to the original agreement name—for example, Agreement (002). To view the entitlements for an agreement Navigate to the Agreements screen > List view. Select an agreement record and click the Entitlements view tab.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 32. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only The start and end dates indicate whether the entitlement is active. To view the products covered by agreements Navigate to the Agreements screen > List view. Drill down on the Name field for an agreement record, and click the Entitlements view tab. Select an entitlement record and click the Products view tab. Repeat Step 3 for each entitlement in the list. To verify agreements for a contact Navigate to the Contacts screen > Contacts List view. Drill down on the Name field for an agreement record, and click the Agreements view tab. To view the agreements for a contact Navigate to the Contacts screen > Agreements view. Select a contact. The Agreement # field shows the agreements for this contact. To associate primary contacts with an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Primary Contacts view tab. On the Primary Contacts form, the fields for the Legal Contact, Billing Contact, and Shipping Contact are automatically filled with the primary contact for the selected account. If you want to change a primary contact, select an agreement record and drill down on the Account field. In the Last Name field, select another contact. The list of available contacts is limited to the contacts that are associated with the selected account. To associate activity plans with an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Activity Plans view tab. Create a new record and complete the fields as appropriate. In the More Info view tab, select Lock to prevent the Assignment Manager from assigning activities that are already in this activity plan.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 33. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only To add activities to an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Activities view tab. Create a new record and complete the fields as appropriate. To submit an agreement for approval Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record. In the Agreements form, click the menu button and select Generate Approvals. The list of approvers is updated with the approvers for that approval group. As the approver changes the status of the approval to Approved or Rejected, the list will be updated. To add financial details for an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Financials view tab. In the financials form, complete the fields as appropriate. NOTE: Some fields are calculated and filled in using data from the Line Items view and its sub views. For example, Terms = (Agreement End Date - Agreement Start Date) / 30, and Months Left = (Agreement End Date - Today) / 30. To define terms and shipping information for agreements Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Terms & Totals view tab. Create a new record and complete the fields as appropriate. To add products sold under an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Line Items view tab. Create a new record and complete the fields as appropriate. Click the Line Detail sub view tab. Create a new record and complete the fields as appropriate.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 34. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only To attach files to agreements Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Attachments view tab. Create a new record and complete the fields as appropriate. To manually renew a line item of an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Line Items view tab. Select a line item record and click the Renewal Escalator subview tab. Create a new record and complete the fields as appropriate. The start date can be the current date or a prior date. In the Line Items view, click the Renewal button. To generate an agreement document Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record. Click the Documents view tab. Create a new record and complete the fields as appropriate. Some fields and buttons are described in the following table. Click Generate Draft. The system launches Microsoft Word or Lotus WordPro and displays a draft agreement. Alternatively, you can click Auto Document to create a standard document from the default template. Adding Agreement Terms to Agreements Agreement terms are terms that relate specifically to agreements. There are two ways in which agreement terms can be added to agreements: Agreement administrators can create agreement term templates using the Administration - Contracts screen > Term Templates view. Users can create terms directly from the Agreements screen > List > Terms view. When the proposal is generated, these terms are then included as a part of the final document.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 35. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only To add predefined agreement terms to an agreement Make sure that the appropriate administrator has defined term templates for all the required terms that you need to add to the agreement. Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record. The Line Items view appears. Click the Terms view tab. Create a new record. Complete the rest of the fields as appropriate. To create new agreement terms for an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record. The Line Items view appears. Click the Terms view tab. Click Add and select the appropriate term from the predefined list. Campaigns Overview Campaigns are focused efforts to create opportunities that eventually result in sales. Siebel Call Center helps you implement planned campaigns by providing the following functionality:  Stores information about the contacts and prospects targeted by the campaignPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 36. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  During campaign calls, shows information about special offers or other sales inducements to call center agents or telesales representatives, so they can provide the information to potential customers consistently and professionally  Stores information about the outcomes of campaign calls  Transfers campaign-generated information about sales opportunities to sales representatives Campaigns can be conducted by making outbound calls or by receiving inbound calls. Inbound calls can come in response to advertisements, direct mailings, or other communication methods. Campaigns work in conjunction with customer telephony integration to automatically call the customer on the list when executing an outbound campaign or to pop-up the appropriate campaign and customer information when taking inbound calls for a campaign. During a campaign call, an agent typically performs the following tasks:  Verifies existing information about the current contact or prospect  Gathers additional information about the current contact or prospect  Communicates current offers to the contact or prospect  Records whether or not the contact or prospect represents a sales opportunity Business Scenario for Campaigns As part of an effort to increase visibility and generate more revenue from July through September, a software company is conducting a campaign in the Western region to gather information from potential customers who have accessed the companys Web site. The goal of the campaign is to make sure potential customers can find the information they are looking for on the Web site. The campaign begins with a list of individuals who clicked the More Information button on the companys Web site. The call center agents begin calling these potential customers, and following each call, they update the customer information, note the result of the call, and generate business leads for the sales department. Information is derived from the answers given by each potential customer to a series of questions. Based on the answers given, the agent marks the potential customers record as information only, no interest, or promote to opportunity. If there is an opportunity, the agent creates an opportunity record and begins profiling the opportunity by asking a series of questions about the customers needs. Making Outbound Campaign Calls The following procedure describes how to make an outbound call to a campaign contact or prospect. To communicate offers using call guides or Smart Scripts. NOTE: The following procedure uses the Campaign Overview view during outbound campaign calls. If you prefer, you can use the Campaign Contacts/Prospects view, instead. To make an outbound campaign call  Navigate to the Campaigns > My Campaigns view.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 37. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  The Campaigns list displays active campaigns with which you are associated, based on the Start and End Dates of the campaigns.  In the Campaign list, select the campaign for which you want to make outbound calls.  Click the Overview view tab.  Select the record of the campaign contact or prospect to call.  If you are using the Siebel communications toolbar, click the Make Call icon on the toolbar to place the call. Otherwise, use standard techniques to place the call manually.  Depending on whether your campaign uses a call guide or a Smart Script, refer to the appropriate procedure for communicating campaign offers to the current contact or prospect: Answering Inbound Campaign Calls The following procedure describes how to answer an inbound campaign call. To answer an inbound campaign call  Identify the caller and the campaign to which the caller is responding.  Use Siebel Search to determine whether the caller is already listed in the database, as either a contact or a prospect, and then follow one of the following procedures: If the caller is already listed in the system: 1. Click the Last Name hyperlink in the Search Center result to navigate to the Contact or Prospects screen, and then click the Campaigns view tab. 2. Use the Campaigns list to determine whether the caller is already associated with the campaign that prompted the call. 3. If the association does not already exist, click New and specify the campaign name to create the association. If the caller is not listed in the system: 1. Navigate to the Contacts screen, create a record for the caller in the Contacts list, and then click the Campaigns view tab. 2. In the Campaigns list, click New and specify the campaign name to create the association.  In the Contacts Campaigns list, click the Campaign hyperlink for the relevant campaign to navigate to the Campaigns screen.  Click the Overview view tab, and then select the record for the caller from the Overview list.  Depending on whether your campaign uses a call guide or a Smart Script, refer to the appropriate procedure for communicating campaign offers to the current contact or prospect.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 38. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Categories Sales professionals can track information about accounts, opportunities, and contacts using the Categories screen and associated views. This document describes how to use predefined categories to sort and search for specific criteria, and enter information that defines a personal sales approach and style. The information can be shared with other members of the sales team or kept private. Scenario for Categories This scenario provides an example of a business process performed by a sales representative using the Categories screen and views. Your company might follow a different process according to its business requirements. A sales representative wants to track information to help manage relationships with current and potential customers. Categories, which can be designated as private or shared with the sales team, provide the sales representative with a way to organize information about an account, opportunity, or contact.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 39. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only The sales representative can track the most active accounts by creating a category called Hot Accounts, and then select that category for each account that she wants to add to her active list. The sales representative also can view a list of all the opportunities she has closed over a period of time. If she sets up a closed category, she can see which opportunities she has closed during the previous year. Sales professionals also can use categories to track personal information about contacts. For instance, a sales representative can record hobbies, such as golf or tennis, and designate that category for contacts she plans to invite to her company-sponsored sporting events. In addition, she can track family names or add contacts to a category called Holiday List that allows her to create a seasonal mailing list. Adding a Category You can add categories to accounts, contacts, and opportunities. The procedure that follows explains how to add a category for accounts. You can add a category for contacts or opportunities by navigating to the appropriate screen. To add an account category  Navigate to the Accounts screen, Accounts List, and then Categories view.  Query the list for the account to which you want to add a category.  In the categories list, create a new record, and complete the necessary fields. Searching by Category You can use the categories you and your team have defined to search for specific accounts, opportunities, and contacts. To search by category  Navigate to the Category screen, then select the view that relates to the information that you require from the link bar. For example, if you want to find the accounts associated with a particular category, select the Account Categories view.  Use the categories list to select the category on which you want to search.  In the categories list, click Go. The accounts, opportunities, or contacts associated with the category are listed in the categories list. Competitors In competitive sales situations, it is imperative for the sales representative to have information about competitors to strengthen the sales strategy and differentiate the companys image and offerings. This document describes how to use the Competitors screen to examine comparisons of your company and competitors, view comparative literature of your products and those of your competitors, and associate a competitor with an opportunity. Scenario for CompetitorsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 40. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only This scenario provides an example of a business process performed by a sales representative using the competitors view. Your company might follow a different process according to its business requirements. A sales representative logs into the Siebel Sales application and discovers a newly qualified opportunity. He navigates to the Competitors view to review the competition for the opportunity. One competitor is listed for the deal. The sales representative is not familiar with the company and drills down on the competitor name hyperlink to learn more. In the Company Comparisons view, the representative can view a side-by-side comparison of his company and the competitors company as well as comparison of products. He can access competitive intelligence documents compiled by his company about this competitor, and the literature items that the competitor has published. A colleague in Telesales calls the sales representative and indicates that there is a new competitor trying to win the deal. The sales representative adds the new competitor to the opportunity to allow the sales team to research the new competition. Associating a competitor with an opportunity notifies the sales team about the competition for the deal and provides the team with a link to the information it needs to deliver a consistent, winning sales strategy. To associate a competitor with an opportunity  Navigate to the Opportunities screen, List view, then the Competitors view.  Select the opportunity record to which you want to add a competitor.  In the Competitors list, create a new record, and complete the necessary fields Viewing Competitor Comparisons In many sales situations it is necessary to discuss competitive information with a prospect. Using the Competitors screen, you can view comparisons about companies, products, and services, and also find literature to prepare for sales calls. To view competitor comparisons  Navigate to the Competitors screen, then the Competitor List view.  Drill down on a competitor record.  Click the Company Comparisons view tab. The Company Comparisons, Competitors Literature, and Comparative Literature lists appear.  In the Competitors Literature list, select the literature item you want to view, and then drill down on the hyperlink in the Name field.  In the Comparative Literature list, select the literature item you want to view, and then drill down on the hyperlink in the Name field.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 41. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Contacts Customer Calls and the Contacts Screen Contacts are individuals with whom a company does business or expects to do business in the future. The Contacts screen is one of the primary places where agents work when receiving inbound customer calls, particularly for businesses that serve individual consumers. Businesses that serve other businesses may prefer to work in the Accounts screen when receiving inbound customer calls. These tasks can be performed using the Contacts screen:  Verifying that a contact is an existing customer  Creating and maintaining contact profiles  Recording or viewing information about relationships between individual contacts  Recording or viewing information about relationships between contacts and accounts  Recording or viewing information about the relationship between your organization and an individual contact  Creating activities associated with a contact  Looking up previous activity or service history for a contact Business Scenario for ContactsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 42. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only The Contacts screen and related views help call center agents to assist customers in a timely manner. For example, customers may telephone a call center to place a service request for a product. Agents typically follow these basic steps when a customer calls with a service request: Verify that the database contains contact information for the caller  Gather profile information about the caller and the needed service  Provide the needed service  List needed or completed account activities  Perform any necessary follow-up tasks End-User Procedures for Contacts The following sections include end-user procedures for working with the Contacts screen:  Verifying an Existing Contact  Creating a New Contact  Profiling a Contact  Creating a Service Request for a Contact  Adding an Activity for a Contact  Sending Contact Information to an External System Verifying an Existing Contact When receiving an inbound call, the first step is typically to verify and locate the caller using the Contacts screen or the Search Center, if the screen is not automatically populated with information. To verify the caller, perform a query in the Last and First Name fields. If the customer is in the system, you can verify the additional contact information, such as account name and address. To find a contact using the Search Center  Click the Search button. The Search Center appears in a frame at the right side of the application window.  In the Look In drop-down list, select Contacts.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 43. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Several search fields appear, including Last Name, First Name, Account, and CSN (a unique number for each customer). The administrator may configure the search fields differently according to the requirements or needs of your organization.  Complete the fields to define your search. You can use Boolean operators and keywords that are not case-sensitive.  Click Search. The records that match your search appear in the Results list. You may also set the dashboard with the contacts information by clicking the Set Customer Dashboard button in the Search window.  Click the hyperlink in the Last Name field of the record in the Results list to display the contact record and its related activities. Creating a New Contact If the callers contact information is not already in the system, the information can be added. This procedure is preferred when the contact is an individual consumer who is not associated with an account. To create a new contact  Navigate to the Contacts screen, and in the More Info form, click New.  Complete the necessary fields. Click the show more button to display additional fields. Profiling a Contact After verifying the callers information, agents typically complete a profile. Profiling a contact is the process where an agent gathers additional information about the contact and the contacts specific business or service requirement. The following procedure describes how to enter profile information about a contact. To add profile information  Navigate to the Contacts screen.  In the Contacts list, select the contact, and then click the Profile view tab.  In the Profile form, complete the necessary fields. Creating a Service Request for a Contact The Service Requests view associated with the Contacts screen can be used to view existing service requests or it can be used to add new ones. An agent can determine if a customer has an existing service request related to the issue by using either the Search Center or thePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 44. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Service Request view in the Contacts screen, and then performing a query on the information. To create a service request for a contact  Navigate to the Contacts screen, and in the Contacts list, locate the customer.  Click the Service Requests view tab.  In the Service Requests list, click New, and complete the fields. To add information to a contacts service request  Navigate to the Contacts screen, and in the Contacts list, locate the customer.  Click the Service Requests view tab.  In the Service Requests list, locate the service request, and then drill down on the hyperlink in the SR # field. The Service screen appears, showing a Service Request form and an Activities list.  In the Service Request form, complete the fields as needed. Adding an Activity for a Contact After completing a call, an agent often creates an activity record as a reminder to perform a follow-up task for the customer. The following procedure describes how to add an activity from the Contact screen. To add an activity for a contact  Navigate to the Contacts screen, and in the Contacts list, select the contact.  Click the Activities view tab.  In the Activities list, add a record and complete the fields. The following table describes some of the fields. Add information to a contact activity  Navigate to the Contacts screen, and in the Contacts list select the contact, and then click the Activities view tab.  In the Activities list, select the activity record, and then drill down on the hyperlink in the Type field. The Activities screen appears, showing an Activity form and an Attachments list.  In the Activities form, complete additional fields as needed. The following table describes some of the fields.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 45. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Sending Contact Information to an External System If the administrator has set up real-time contact integration between Siebel Call Center and another system in your organization, you can use the Update External System command to send new and modified contact information from your Siebel application to the other system. By default, in the Contacts screen, the Update External System command triggers the business process Synchronize Contact ASI. This business process sends contact information to the external system, waits for a response from the external system, and updates the Siebel database with the response. The following procedure describes how to send information about a contact from Siebel Call Center to another system. This procedure assumes that the Siebel administrator has completed the work necessary to enable real-time contact integration through Application Service Interfaces (ASI). To send contact information to an external software system  Navigate to the Contacts screen.  In the Contacts list, select a contact record.  In the Contacts record, click the hyperlink in the Last Name field.  In the Contact form, click the menu button, and then choose Update External System. You may observe a slight pause while the information is sent and the external systems response is received.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 46. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Contacts Customer Calls and the Contacts Screen Contacts are individuals with whom a company does business or expects to do business in the future. The Contacts screen is one of the primary places where agents work when receiving inbound customer calls, particularly for businesses that serve individual consumers. Businesses that serve other businesses may prefer to work in the Accounts screen when receiving inbound customer calls. These tasks can be performed using the Contacts screen:  Verifying that a contact is an existing customer  Creating and maintaining contact profiles  Recording or viewing information about relationships between individual contacts  Recording or viewing information about relationships between contacts and accounts  Recording or viewing information about the relationship between your organization and an individual contact  Creating activities associated with a contact  Looking up previous activity or service history for a contact Business Scenario for Contacts The Contacts screen and related views help call center agents to assist customers in a timely manner. For example, customers may telephone a call center to place a service request for a product. Agents typically follow these basic steps when a customer calls with a service request: Verify that the database contains contact information for the caller  Gather profile information about the caller and the needed service  Provide the needed service  List needed or completed account activities  Perform any necessary follow-up tasksPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 47. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only End-User Procedures for Contacts The following sections include end-user procedures for working with the Contacts screen:  Verifying an Existing Contact  Creating a New Contact  Profiling a Contact  Creating a Service Request for a Contact  Adding an Activity for a Contact  Sending Contact Information to an External System Verifying an Existing Contact When receiving an inbound call, the first step is typically to verify and locate the caller using the Contacts screen or the Search Center, if the screen is not automatically populated with information. To verify the caller, perform a query in the Last and First Name fields. If the customer is in the system, you can verify the additional contact information, such as account name and address. To find a contact using the Search Center  Click the Search button. The Search Center appears in a frame at the right side of the application window.  In the Look In drop-down list, select Contacts.  Several search fields appear, including Last Name, First Name, Account, and CSN (a unique number for each customer). The administrator may configure the search fields differently according to the requirements or needs of your organization.  Complete the fields to define your search. You can use Boolean operators and keywords that are not case-sensitive.  Click Search. The records that match your search appear in the Results list. You may also set the dashboard with the contacts information by clicking the Set Customer Dashboard button in the Search window.  Click the hyperlink in the Last Name field of the record in the Results list to display the contact record and its related activities.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 48. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Creating a New Contact If the callers contact information is not already in the system, the information can be added. This procedure is preferred when the contact is an individual consumer who is not associated with an account. To create a new contact  Navigate to the Contacts screen, and in the More Info form, click New.  Complete the necessary fields. Click the show more button to display additional fields. Profiling a Contact After verifying the callers information, agents typically complete a profile. Profiling a contact is the process where an agent gathers additional information about the contact and the contacts specific business or service requirement. The following procedure describes how to enter profile information about a contact. To add profile information  Navigate to the Contacts screen.  In the Contacts list, select the contact, and then click the Profile view tab.  In the Profile form, complete the necessary fields. Creating a Service Request for a Contact The Service Requests view associated with the Contacts screen can be used to view existing service requests or it can be used to add new ones. An agent can determine if a customer has an existing service request related to the issue by using either the Search Center or the Service Request view in the Contacts screen, and then performing a query on the information. To create a service request for a contact  Navigate to the Contacts screen, and in the Contacts list, locate the customer.  Click the Service Requests view tab.  In the Service Requests list, click New, and complete the fields.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 49. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only To add information to a contacts service request  Navigate to the Contacts screen, and in the Contacts list, locate the customer.  Click the Service Requests view tab.  In the Service Requests list, locate the service request, and then drill down on the hyperlink in the SR # field. The Service screen appears, showing a Service Request form and an Activities list.  In the Service Request form, complete the fields as needed. Adding an Activity for a Contact After completing a call, an agent often creates an activity record as a reminder to perform a follow-up task for the customer. The following procedure describes how to add an activity from the Contact screen. To add an activity for a contact  Navigate to the Contacts screen, and in the Contacts list, select the contact.  Click the Activities view tab.  In the Activities list, add a record and complete the fields. The following table describes some of the fields. Add information to a contact activity  Navigate to the Contacts screen, and in the Contacts list select the contact, and then click the Activities view tab.  In the Activities list, select the activity record, and then drill down on the hyperlink in the Type field. The Activities screen appears, showing an Activity form and an Attachments list.  In the Activities form, complete additional fields as needed. The following table describes some of the fields. Sending Contact Information to an External System If the administrator has set up real-time contact integration between Siebel Call Center and another system in your organization, you can use the Update External System command to send new and modified contact information from your Siebel application to the other system. By default, in the Contacts screen, the Update External System command triggers the business process Synchronize Contact ASI. This business process sends contact information to the external system, waits for a response from the external system, and updates the Siebel database with the response. The following procedure describes how to send information about a contact from Siebel Call Center to another system. This procedure assumes that the Siebel administrator has completed the work necessary to enable real-time contact integration through Application Service Interfaces (ASI).Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 50. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only To send contact information to an external software system  Navigate to the Contacts screen.  In the Contacts list, select a contact record.  In the Contacts record, click the hyperlink in the Last Name field.  In the Contact form, click the menu button, and then choose Update External System. You may observe a slight pause while the information is sent and the external systems response is received.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 51. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Entitlements Overview Charges can be adjusted based on an entitlement associated with a service call. An agreement can have many entitlements associated with it. One agreement typically encompasses several products or assets. These products and assets can be covered by multiple service packages. Each service package can then include different entitlements. Complex pieces of machinery may have many associated components. The service package associated with each product can then have different entitlements for the various components and labor. The Entitlements screen displays the accounts, contacts, entitlement metrics, preventive maintenance plans, and products associated with entitlements across all agreements For example, a certain key machine part breaks down and a field engineer is required to fix the part. This fix requires three hours of the engineers time. If the engineer is billed at a rate of $50 an hour, the final charge for the customer would be $150. However, if the customer is covered by a service-level agreement with entitlements that cover all time and material for that particular part, the charge would have an additional charge adjustment added to subtract the ($150) leaving an outstanding balance of $0. Field Service can inform the customer of the charge adjustment and why the adjustment has been performed. To automatically create entitlements for an agreement line item Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Line Items view tab. Select a line item (product record) and click Entitle. NOTE: Entitlement templates must already be associated with the product on the agreement line item before you attempt to automatically create entitlements using the Entitle button. To manually add entitlements to an agreement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Entitlements view tab. Create a new record and complete the fields as appropriate. To manually associate accounts with entitlements Navigate to the Entitlements screen > Agreement Entitlements view. Select an entitlement and click the Accounts view tab. Create a new record and complete the fields as appropriate. (Optional) To provide complete coverage under the selected entitlement, select the All Products field. To manually associate contacts with entitlementsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 52. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Navigate to the Entitlements screen > Agreement Entitlements view. Select an entitlement and click the Contacts view tab. Create a new record and complete the fields as appropriate. (Optional) To provide complete coverage under the selected entitlement, select the All Products field. To manually associate products and assets with entitlements Navigate to the Entitlements screen > Agreement Entitlements view. Select an entitlement and click the Products view tab. Create a new record and complete the fields as appropriate. Adding Service Request Information to Entitlements To allow service requests to be carried out in accordance with customer expectations, you must associate a service calendar with an entitlement. Performance measurements should also be added to make sure that the response time is appropriate. 1. To associate a service calendar with an entitlement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Entitlements view tab. Select an entitlement and scroll down to the Entitlement Details form. In the Service Hours field, enter a service calendar record. 2. To manually add performance measurements (metrics) for an entitlement Navigate to the Agreements screen > List view. Drill down on the Name field for a selected agreement record and click the Entitlements view tab. Select an entitlement and click the Metrics view tab. Create a new record and complete the fields as appropriate. TIP: The calculation of the Agent Committed Time for a Service Request takes, as input, a response time according to the service request priority. By defining a series ofPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 53. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only different response times and priority levels, the Agent Committed Time can adjust according to the service request priority. To do this, add several metrics records of the Response Time type. For each response time record, choose a different Priority value. Then enter values in the other fields that make sense for the corresponding priority. For example, you might enter one hour for priority 1-ASAP, four hours for priority 2- High, and so on. Now, when the Agent Committed Time is calculated, the resulting time correlates to the service request priority. 3. To verify entitlements for a service request and select an entitlement Navigate to the Service screen > Service Request List view. Select a service request, and then in the service request form, click Verify. The Pick Entitlement dialog box appears, with a list of the active entitlements for this service request. If no entitlements appear, the selected service request is not entitled to receive service. Select an entitlement record from the Pick Entitlement dialog box, and then click OK. Selecting an entitlement from the Pick Entitlement dialog box computes the Agent Committed time for the service request from the Service Calendar associated with this entitlement and from the Response Time specified in the entitlement metrics. The name of the selected entitlement appears in the Entitlement field. Opportunities An opportunity is defined as a potential revenue-generating event. Opportunity-related information is recorded and tracked in the views associated with the Opportunities screen. This document describes how sales professionals can use the Opportunities screen to perform the following tasks:Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 54. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Receive and respond to new leads that are assigned to you  Create new opportunities and enter related information such as accounts, contacts, activities, and products  View, qualify, and update opportunities assigned to you and your sales team (if you are a manager)  Track the status of an opportunity through the sales cycle from creation to closure  Share information about the opportunity with sales team members  Generate quotes, presentations, and other types of information needed to close the deal Scenario for Opportunities This scenario provides an example of how a sales representative works with leads and opportunities. Your company might follow a different process according to its business requirements.  Opportunity Lead Conversion A company uses Siebel Marketing to develop a campaign as part of a new product introduction. During the campaign, a telemarketing agent uses Siebel Call Center to contact prospects associated with the campaign. During her conversations with prospects, the agent qualifies leads by determining whether each prospect is interested in the new product offering. When a prospect expresses interest in learning more about the new product, the agent creates a new lead. Using Siebel Assignment Manager, the lead is automatically routed to the sales representative who is most qualified to work on the lead and whose schedule can accommodate the new assignment. When the sales representative logs in to the Siebel Sales application, she sees the new lead in the Opportunities list on her home page. Drilling down on the lead takes the sales representative to the Opportunities screen. After reviewing details about the lead, such as the customer information, probability of closing, and the products that the customer is interested in purchasing, the sales representative decides to accept the lead by changing the Status field to Accept. After the sales representative accepts the lead, she begins to work on the lead by assembling members of the sales team, conducting further research on the customer and its requirements, coordinating and recording activities, uploading agreements, and generating proposals and presentations for the customer. As the sales representative works through the sales cycle, she updates information about the sales stage and keeps private notes as well as notes that she shares with other members of the sales team. Eventually, the sales representative develops a quote from the Opportunities screen. When the customer accepts the quote, it is converted into an order. NOTE: Siebel Marketing, Siebel Call Center, Siebel Sales, and Siebel Quotes are fully integrated, separately licensed product offerings. You need to license these products to access the views.  Opportunity Tracking At a trade show, a sales representative meets a prospective customer who could be a lead for a new business opportunity. When the sales representative returns to the office, he discovers the company is listed in Siebel Sales as an account, but the person he met is not listed as a contact.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 55. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only The sales representative proceeds to add the prospective customer as a contact, and then creates the opportunity. He then schedules meetings and creates associated activities, and enters other potential contacts associated with the opportunity. As the sales process continues, the sales representative gathers and updates information about the account, its contacts, and the opportunity that he is pursuing. As the relationship grows, the sales representative can add, view, and share stored information and key knowledge with other members of the sales team.  Opportunity Generated Quote A sales representative is assigned to the sales team for an opportunity. As the sales representative gathers product information about the customer requirements, she enters that information in the Siebel Sales application. After she presents to the customer, the customer indicates that the representatives company is on the short list for the deal, and that the representative can submit a quote. The sales representative creates a quote automatically based on the information she has already entered into the Siebel Sales application. After she generates the quote, she synchronizes the quote information with the revenues associated with the opportunity. By making sure these numbers are in sync, the sales representative establishes that the data associated with her opportunity is current and that her forecasts are accurate. To create an opportunity  Navigate to the Opportunities screen, then the Opportunities List view.  In the Opportunities List, create a new record, and complete the necessary fields.  Drill down on the record, and click the view tabs to complete more fields. Associating a Contact with an Opportunity As you work with an opportunity, you want to maintain information about the contacts associated with the opportunity.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 56. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only You can use the Contacts view from the Opportunity screen to store and review contact- related information for an opportunity. To associate a contact with an opportunity  Navigate to the Opportunities screen, then the Opportunities List view.  In the Opportunities list, drill down on the opportunity, and then click the Contacts view tab.  In the Contacts list, click Add.  In the Add Contacts dialog box, select the contact to add, and then click OK. To associate a product with an opportunity  Navigate to the Opportunities screen, then the Opportunities List view.  In the Opportunities list, drill down on the opportunity, and then click the Products view tab.  Create a new record, and complete the necessary fields. To create a quote from an opportunity  Navigate to the Opportunities screen, then the Opportunities List view.  Drill down on the opportunity.  Click the Products view tab.  In the Products list click New, and then add a product.  In the Product record, complete the fields. 1. Enter the number of product units the customer wants to purchase. 2. In the Auto Quote field, select the check box to display a check mark.  Click the Quotes view tab, and then in the Quotes list, click Auto Quote.  A quote record is automatically created, with some fields completed and a status of In Progress.  If no price list is associated with the account, in the Price List field click the select button, and choose a price list.  If a price list is associated with the account, the Price List field is automatically completed.  In the quote record, drill down on the hyperlink in the Name field You can change the system-generated name for a name that is more meaningful in the quote details form.  In the quotes Line Items list, add line items, and then click the menu button and choose Reprice.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 57. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  The Reprice function makes sure that the quote total reflects the prices from the price list, and multiplies those prices by the quantities that you enter in the products view.  In the Quote form, click the menu button, and choose Update Opportunity, and then return to the Opportunity form. Monitoring Significant Opportunity Transactions Sales executives can monitor significant opportunity transactions by querying for opportunities flagged as Executive Priority. These flagged opportunities can be tracked by the executive team regardless of the revenue or forecast commitment. Tracking high- priority opportunities helps the executive maintain the most accurate quarterly revenue forecast and plan involvement in the most promising opportunities. To flag an opportunity as an executive priority  Navigate to the Opportunities screen, then the Opportunities List view.  In the Opportunities list, select the opportunity.  In the Opportunities list, click the menu button and choose Columns Displayed.  In the Columns Displayed dialog box, move the Executive Priority field from the list of Available Column to the list of Selected Columns, and click Save. The field appears in the record for the selected opportunity.  In the opportunity record, click the check box in the Executive Priority field. Prospects This document describes the differences between prospects and contacts, and provides an overview of the general process for working with prospect data. It also provides cross- references to sources of further information about prospects. Prospect Qualification and Promotion Prospects are prospective contacts, individuals who are potential customers or who are involved in a business activity in some other way. Prospects may be promoted to contacts, with associated accounts and opportunities. Organizations usually purchase or rent lists of prospects from third parties with the objective of targeting prospects with offers during marketing campaigns. Because of legal requirements which constrain the use of purchased or rented lists, prospect information is kept separate from contact information, and must be deleted after a specified period of time. A prospect can be promoted to a contact as soon as the person expresses an interest in doing business with your organization. Legal requirements for what constitutes interest vary, but the following are typical ways for a prospect to qualify as a contact:  By requesting information from your organizationPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 58. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  By visiting your organizations Web site  By visiting your organizations display area at a trade show  By expressing interest during an outbound telemarketing phone call Typically, a call center agent telephones a prospect during a marketing campaign, assesses the prospects level of interest in the companys goods and services, and records the prospects response. Depending on the response and the campaign, the agent may modify the prospects profile information, record the prospects response, create a follow-up activity, or create an opportunity record for this prospect. Creating an opportunity record automatically promotes a prospect to contact. A prospect can also be promoted to contact without creating an opportunity record. Business Scenario for Prospects An organizations administrator has imported a list of prospective customers who will be telephoned during the companys Special Holiday Offer marketing campaign. As part of setting up the campaign, the administrator assigns a specified portion of the list of prospects to each of the 20 call center agents. The calls must be made before the end of the month. A call center agent receives a list of prospects, and begins calling them. For each call the agent notes whether or not the prospect is reached. For each prospect the agent reaches, the agent gathers information about that persons level of interest in the organizations products and services, particularly the items included in the Special Spring Offer. Depending on the prospects level of interest, the agent takes any of the following actions:  Records that the prospect is not interested and proceed to the next call.  Promotes the record from the Prospect screen to the Contact screen  Schedules one or more follow-up activities related to the prospects interest in the companys goods and services, such as sending correspondence or making an additional call as soon as requested information is available.  Creates an opportunity record to reflect a situation which may produce revenue  Creating an opportunity record from the Prospect screen automatically promotes the currently selected prospect to become a contact. Promotion of Prospects to Contacts If a prospect meets screening criteria, the prospect can be promoted to a contact. When a prospect is promoted, a contact record is created with matching field information, and the prospect is removed from the list of all prospects. The new contact record inherits any activity and campaign response information that was formerly associated with the prospect record. The contact Status is set to Qualified. If Siebel Data Quality is integrated with Siebel Call Center, and if a prospect that matches an existing contact is promoted, a message is displayed at promotion asking if the existing contact record should be used, or a new contact record created. If the agent chooses to use the existing record, the promotion will not change any account information associated with that record. If the agent chooses to create a new record, account data may be affected as described in the remainder of this chapter, depending on the specific data values involved. For all prospect promotions, account Status is set to Qualified. For all prospect promotions except those where the user receives a Data Quality message and chooses to use a matchingPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 59. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only existing contact record, the effect of the promotion on other account data depends on whether the prospects Account Name and Account Site fields match those of an existing account record. RMAs and Service Orders This document describes how to handle service requests that involve returning products for replacement, refund, or repair. Depending on the nature of an organizations business, successful resolution of customer service issues may often require the creation of a service order or return merchandise authorization (RMA). Before an item can be returned, the organization usually requires a return authorization. The RMA authorizes the return and initiates the process by which the customer receives a replacement item, refund, or repair. Service orders (SOs) do not necessarily require returned merchandise, but do require the ordering of service products or service packages defined by the support organization. Multiple types of customer return service orders are supported:  RMA advance exchange is supported when a replacement part is shipped immediately and the defective part is returned later  RMA repair and return is supported when the defective part is received and repaired and then shipped back to the customer  RMA return is supported when the defective or good part is received but no replacement or repair is required The call center agents have immediate access to all order handling and bill information for each shipment, and can enter and track RMAs, as well as service orders.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 60. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Business Scenario for RMAs and Service Orders A customer contacts a retail organization to return or repair an item that was purchased from the company. The service representative creates a service order specifying the type of service transaction that is required, as well as information on pricing and requested shipment dates. After receiving an RMA from the service representative, the customer may perform any of the following actions:  The customer returns a part for repair, and the part is fixed and returned to the customer.  The customer returns a part, and the service department sends the customer a replacement part.  The call center agent contacted by the customer dispatches a service representative to replace the part. Processing a Return Order If the customer must return the item for repair or replacement to close the service request, the service representative must authorize the return. The RMA allows the customer to receive a replacement item, refund, or have their item repaired. To process a return order  Navigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.  In the Service Requests list, select the service request associated with the return, and then click the Orders view tab.  In the Orders list, add a new record and complete the fields. The Type field indicates what actions must be performed for this service transaction. Examples are RMA Return, Repair Order, Sales Order. The Status field default to Pending; change the status as necessary. The Site field is automatically completed when associated with an account.  Save the order record.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 61. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Generating a Service Order When generating a service order, each part number or individual service product is treated as a separate line item. Adding Line Items A new record must be created for each line item. To add a line item to an order  Navigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.  In the Service Requests list, select the service request to which the line item will be added, and then click the Orders view tab.  In the Orders list, click the Order # hyperlink of the order to which you wish to add.  The Line Items list and Totals form appear with the Service Order form.  In the Line Items list, add a record, complete the fields, and then save the record.  The Line #, Sequence, and Qty fields default to 1 and the Status field defaults to Pending. Modify the values in these fields as needed. Approving an RMA to Complete the Order Agents must approve an RMA before it can be processed. To approve an RMA  Navigate to the Service Requests screen, and from the Show drop-down list, select My Service Requests.  In the Service Requests list, select the service request, and then click the Orders view tab.  In the Orders list, select the order for which the RMA will be approved.  In the Order record, select the check box in the Approved field, and save the record. If the Approved field is not visible, click the menu button, choose Columns Displayed, and add the Approved field.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 62. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Service Requests Service Requests provides information about using Siebel Call Center to record, track, and address customer requests for information or assistance. It includes procedures for creating a service request record, assigning the service request to an appropriate service representative, associating activities with the request, and closing a request that has been resolved. Tracking Customer Assistance with Service Requests A service request (SR) is a customer request for information about, or assistance with, products or services bought from a company. Service request records track customer requests and accompanying responses, and they are the central data object for managing and resolving complex service issues. Service requests allow agents to create, assign, and manage customer service issues. Service requests provide access to the customers assets, profile, open issues, related product issues, and service agreement information, and they can include short and extended descriptions of the problem, problem categories, levels of severity and priority, and status tracking with the opening and closing date and time. Each service request can also include many important details such as related activities, related attachments, and relevant solutions. Use the Service Requests screen to perform the following activities:Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 63. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  View, create, and update service requests  Enter information about activities related to a service request  View information associated with a service request, including attachments, solutions, and decision issues  Log Change Requests associated with a service request  Conduct customer satisfaction surveys associated with a service request  Create and view status of service orders  View audit trail information for a service request  View graphical analysis charts of summary service request information Call Center Service Request Process Call center agents or customer service representatives typically perform the tasks required to process a service request. Below is an example of a typical service request process.  Receive Incoming Call A customer calls to report a problem with a product or service.  Receive and Open Request The agent opens a service request, enters or verifies customer and product information, and records a description of the problem.  Verify Service Level and Enter Details The agent then checks to see if the customer has a service agreement for the level of service needed to resolve the problem. The agent verifies that the agreement has not expired, and the person on the phone is an approved contact. If the customer does not have the appropriate level of service, the agent cancels the service request and routes the call to the appropriate department.  Assign the RequestPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 64. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only When an agent is unable to resolve the problem over the phone, that agent can route the service request to other agents who have more expertise. Business Scenario for Service Requests A customer calls to report that she is having problems installing the software that she purchased from the software organization. The customer service representative (CSR) opens a new service request, enters the customer and product information, and records the customers description of the problem. The application associates key information with the service request, which gives the CSR access to the customers profile. Next, the CSR checks to see if the customer has a service agreement entitling her to the level of service needed to fix this request, verifies that the entitlement has not expired, and the customer is an approved contact. After the entitlement is verified, the committed response time is automatically calculated and appears in the service request. The CSR is able to resolve the customers problem, and provides solution details during the telephone conversation with the customer. The customer verifies that the solution is successful, and the CSR sends the customer a technical summary of the problem and the solution for future reference. Call Center Service Request Cycle Service requests vary in difficulty, type of resolution, and impact on the organization. The typical service request cycle involves initiating a service request, resolving the customer service issue, and then tracking and analyzing the requests for process improvements. Customer Requests Depending on how an organization is structured, agents can receive a service request through many different channels. These channels may include:  Direct telephone calls, often routed to the agent through an Automated Call Distributor (ACD)  Email requests  Internet requests logged automatically by customers over the Internet  Postings made to user groups Initiating a Service Request When opening a new request, certain information is typically necessary to begin processing the request, including:  Customer name  Company namePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 65. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Nature of the request  Product or asset name Based on the information gathered from the customer, the agent can determine how to proceed with the request. Identifying the Customer When a customer telephones a call center or service center, the agent must determine if the caller is an existing or new customer. To verify a customer, go to the Contacts or Accounts screen and perform a query on the information about the customer. This query may also be performed through the Search Center. If the customer exists in the system, the agent can review the requests that have already been entered for this customer. If the customer does not already exist in the system, the agent can add the customer. NOTE: For customers using the Siebel Communications Server, this customer search can take place automatically when the call is received, presenting the agent with relevant contact information through an automated screen pop. Creating a New Service Request For new service issues, the agent enters the service request from the Service screen. To create a service request  Navigate to the Service Requests screen and select All Service Requests from the Show drop-down list.  In the Service Requests list, create a new record.  Complete the fields and save the record. Verification of Service Entitlements Agents determine if a customer is entitled to service by navigating to the Service screens More Info view and clicking the Verify button. The Pick Entitlements dialog box displays a list of entitlements. If nothing appears in the Entitlements list, it could mean one of two things:  The customer has not contracted to receive support  The customer has used the allotted entitlements If there are entitlements listed in the dialog box, select an entitlement and click OK. NOTE: The Entitlements screen and view are read-only. To enter information, use the Agreements screen.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 66. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Providing Service Request Details After an agent has confirmed the customers entitlements and initiated a service request, he or she must enter the details so the service request can be processed and the issues resolved. To supply details to an open service request  Navigate to the Service Requests screen, and from the Show drop-down list, select All Service Requests.  In the Service Requests list, select the service request and drill down on the SR # hyperlink. *If you have already verified the customers entitlement, you should already be on the service request, and do not have to follow steps 1 through 3.  In the Service Requests form, complete the necessary fields, and then save the record. Assigning the Service Request A service request is assigned to an agent after the details have been entered, and it has been determined that the issue cannot be resolved by the receiving agent. There are two methods for assigning a service request:  Manual assignment  Assign with assistance Manually Assigning Service Requests Service requests can be assigned to other agents who have the expertise to resolve the particular service issue. Service requests can also be reassigned to balance the workload among agents. To assign a service request manually  Navigate to the Service Requests screen, and from the Show drop-down list select All Service Requests.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 67. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  In the Service Requests list, select the service request.  Click the More Info view tab, and in the Owner field, click the select button.  From the Pick Service Request Owner dialog box, select the person to whom the request will be assigned and then click OK.  Save the record. Using Assignment Manager to Assign Service Requests The assign with assistance method requires an agent to use Assignment Manager. Assignment Manager automatically designates a customer service representative or call center agent based on skill level and availability. To assign a service request with assistance  Navigate to the Service screen, and from the Show drop-down list, select All Service Requests.  In the Service Requests list, select the service request to assign.  Click the More Info view tab, and in the More Info form, click the menu button and choose assign.  NOTE: Assignment Manager either automatically assigns the service request to a representative or presents a list of potential assignees based on skills and other rating criteria. If the list of eligible assignees appears, select one and close the assignment window.  In the Employees dialog box, query for the agent to whom the SR will be assigned, and click Assign.  Save the record.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 68. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Associating Activities with a Service Request After creating the service request and supplying the product information, an agent can associate follow-up activities with the service request to assist the customer and close the request in a timely manner. To associate activities with a service request  Navigate to the Service Requests screen, and from the Show drop-down list select All Service Requests.  In the Service Requests list, select the service request, and then click the Activities view tab.  In the Activities list, add a record.  In the record, complete the fields, and then save the record.  NOTE: Activities cannot be updated, and new activities cannot be appended to a closed service request. Closing a Service Request After an agent has added the solution to the service request, the request can be closed, indicating to other agents that the problem is resolved.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 69. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only An agent may resolve an open service request based on existing solutions. The solution is often attached to the service request for use by other agents in resolving similar service issues. To close a service request  Navigate to the Service screen, and from the Show drop-down list select My Service Requests.  In the Service Requests list, select the service request.  In the Status field, choose Closed from the drop-down list.  Save the record. NOTE: When selecting Closed, the system automatically sets the Sub Status field to Resolved and includes the current date and time in the closed field. Siebel Sales  Overview  FeaturesPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 70. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Account Management  Opportunity Management  Sales Methodologies  Sales Forecasting  Order Management  Territory Management  Integration to Microsoft Applications  Benefits  Summary Accounts  Are businesses external to your company  Represent a current or potential client, a business partner, or a competitorPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 71. Confidential Hitachi Consulting CxM Practice For Internal Circulation OnlyPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 72. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Contacts Are people with whom you do business Have the following characteristics  A name  A job title  An email address and phone numberPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 73. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunities Are potential revenue-generating events Have the following characteristics  A possible association with an account  An identified potential revenue  A probability of completion  A close datePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 74. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Orders Are products or services purchased by your customers Have the following characteristics  An order number  A status and priority  An associated accountPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 75. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Employee Application: Siebel Sales Allows your sales force to manage accounts, sales opportunities, and contacts  Helps identify top opportunities and specific actions to better manage those opportunities to a more rapid closurePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 76. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Overview: Siebel Sales  Enables companies to efficiently manage customer and sales activities  Enables you to share unified information (Accounts,Contacts,Opportunities) across the enterprise.  Is designed to improve forecast accuracy, pipeline visibility, sales effectiveness and bottom-line results.  Helps in determining how to focus on the right deals at the right time, better manage opportunities and bring them to rapid closure.  Allows for product configuration and after-sales service.  Is integrated with the entire Siebel Enterprise product family, including CRM (Customer Relationship Management) OnDemand. Siebel Sales: Key Features  Account ManagementPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 77. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Opportunity Management  Sales Methodologies  Sales Forecasting  Order Management  Territory Management  Integration to Microsoft Applications Account ManagementPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 78. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Account Management  Account represents the relationship between a company and the companies or individuals with whom it conducts business.  Sales professionals can use the Accounts screen to create new customer accounts, modify and add account information for existing customers, respond to customer inquiries, and view account information.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 79. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Following are the key activities in Account Management:-  Scenario for Accounts  Creating an Account  Associating a Contact with an Account  Associating an Account with an Activity  Associating an Account with an Opportunity  Performing Account Assessments  Updating Account Information in External Systems  Viewing Account Credit Profiles Scenario for Accounts This scenario provides an example of the business process performed by a sales representative managing new and existing accounts. Scenario:  At a vendor site, a sales representative meets a prospect who isPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 80. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only interested in the products and services of his company.  The sales representative sets up a sales call with the prospect.  During the sales call, the sales representative asks a number of questions to determine the account structure of the prospect‘s business and to decide how best to meet the prospect‘s needs.  The sales representative learns that the prospect‘s business has four locations, and that each service is billed through the main office, and each location receives a billing statement.  After meeting, the sales representative returns to the office and begins creating the account structure for the prospect‘s business. Creating an Account  After a business relationship is identified, account record is created in Siebel.  As account details evolve or change over time, account information can be updated.  Important details like Name, Organization, Address are captured in Siebel fieldsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 81. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Associating Contact with an Account  Contacts are individuals with whom company conducts business or expects to conduct business in the future.  Over a period of time business relationships develop with the contacts associated with an account.  These contact can be employees of other companies, independent consultants, vendors, or personal acquaintances.  Contacts can be associated with several accounts, but a contact is the primary on only one account.  Contacts are associated and necessary details like Name, Contact no. etc. are captured in Siebel Contact View.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 82. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Associating an Account with an Activity  An activity is a task or event performed for a contact, an account, or an opportunity.  Activities to be performed are generally like attend meetings, calls, presentations.  Activities list view in Siebel is used to enter and track account related activities.  Activities associated with time are displayed in Activities list and Calendar as well.  Activities are associated with an account to track past and future activities to manage the account relationshipPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 83. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Associating an Account with an Opportunity  Accounts are a source of business for the company.  An opportunity is a potential revenue generating event.  Opportunity-related information is recorded and tracked in the Opportunity views associated with the Account.  Important details like Account, Revenue, Sales stage etc. are captured in opportunity view.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 84. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Performing Account Assessments Account assessments can be used to:-  Compare accounts to one other.  Compare them to a model.  To determine what information is present or not for an account.  Accounts-Assessments view and pre defined templates are used for account assessment.  After completing assessment, a composite assessment score for the account appears as a percentage value in the parent Assessment list.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 85. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Updating Account Information in External Systems  To maintain consistent account information across the enterprise.  Eliminating manual entry of account data in multiple systems.  Siebel Application Services Interface (ASI) feature is used to sync accounts between different systems.  Response from external system is also updated in Siebel.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 86. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Viewing Account Credit Profiles  Credit Profile view allows to:-  Improve employee productivity by providing visibility to complete customer information.  Streamlines the quote to-cash process.  Allows sales professional to identify potential credit problem early.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 87. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunity ManagementPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 88. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunity Management An opportunity is defined as a potential revenue-generating event. Opportunity Management :-  Allows engagement managers to coordinate information with sales representatives.  Access critical sales and customer data.  Create tremendous business value by allowing managers to identify and focus on critical opportunities.  Track the status of an opportunity through the sales cycle from creation to closure.  Generate presentations, quotes, and proposals based on opportunities.  Update information about opportunities as they move through the salesPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 89. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only cycle. Following are the important aspects of Opportunity Management:-  Scenario for Opportunities  Opportunities Processes and Procedures  Opportunities Lead Assignment  Lead Response  Lead Qualification, Sales Methods, and Stages Scenario for Opportunities This scenario provides an example of how a sales representative works with leads and opportunities.  A telemarketing agent uses Siebel Call Center to contact prospects associated with the Marketing campaign for a particular product.  When a prospect expresses interest in learning more about the new product, the agent creates a new lead.  Lead is automatically routed to the most qualified sales representative.  After reviewing details about the lead, such as the customer information, probability of closing, and the products the sales representative accepts the lead.  Sales representative begins to work on the lead by assembling members of the sales team, conducting further research on the customer and its requirements.  Sales representative records activities, upload agreements, and generate proposals and presentations for the customer.  Eventually, sales representative develops a quote from the Opportunities screen.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 90. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  When the customer accepts the quote, it is converted into an order. Opportunities Processes and Procedures Create an opportunity.  A new Opportunity record is to created each time an opportunity is identified in Siebel.  Details like Revenue, Probability, Sales Stage, Sales Team is captured in Siebel fields. Change the primary team member.  The administrator or manager of the primary sales representative can change the person assigned as the primary member of the sales team. Monitor transactions.  Sales executives can monitor significant opportunity transactions by querying for opportunities flagged as Executive Priority.  Tracking high-priority opportunities helps the executive maintainPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 91. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only the most accurate quarterly revenue forecast.  Helps in planning involvement in the most promising opportunities. Opportunities Processes and Procedures Assess opportunities.  An opportunity assessment helps to qualify opportunities after the composite score is calculated for opportunity.  Helps to verify resource allocation.  Using Opportunity Assessment view and predefined templates opportunities can be accessed.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 92. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunities Processes and Procedures Manage decisions.  Decision issues are specific areas of interest that can influence a prospect‘s buying decision during the sales cycle.  These decision issues provide with an opportunity to present the advantages of your solution to the customer.  Decision Issue view tracks all the decision issues.  This information is used to develop sales strategy and address customer concerns.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 93. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunities Processes and Procedures Add contacts.  Contacts are individuals with whom company conducts business or expects to conduct business in the future.  As you work with an opportunity, you want to maintain information about the contacts associated with the opportunity.  These contact can be employees of other companies, independent consultants, vendors, or personal acquaintances.  Contacts are associated and necessary details like Name, Contact no. etc. are captured in Siebel Contact View. Add activities.  An activity is a task or event performed for a contact, an account, or an opportunity.  Activities to be performed are generally like attend meetings, calls, presentations.  Activities list view in Siebel is used to enter and track opportunity related activities.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 94. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunities Processes and Procedures Associate products.  Specific products can be associated with an opportunity.  Information of product like features and price can be reviewed.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 95. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunities Processes and Procedures Create quotes.  A quote is an offer to a customer for specific products and services at a specific price.  Quotes can be generated by end users such as call center agents, sales representatives, and sales administrators.  The quote may include products and services (configured to show the customer-selected attributes), effective dates, price lists, any discounts etc.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 96. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunities Processes and Procedures Performing an organization analysis.  Siebel Sales automatically generates organization charts based on contacts associated with each opportunity.  Organization charts helps to analyze key contacts and develop relationship strategy to win the opportunity. Adding attachments, and notes.  Allows to associate relevant files such as requests for proposals, strategic information documents, presentations that other sales team members.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 97. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunities Processes and Procedures Generate and viewing charts and reports  Siebel Sales provide several Charts and reports for analysis of Opportunities data.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 98. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Opportunities Lead Assignment There are a number of ways in which a lead might be assigned to sales representative:-  A lead is generated through a campaign and automatically routed using Siebel Assignment Manager and predefined rules.  A lead is entered into the system by an administrator and automatically routed using Siebel Assignment Manager and predefined rules.  An opportunity is created by a sales manager or sales representative who adds you to the sales team. Lead Response After a sales representative receive a lead, he can choose to accept, reject, or reroute the lead:-Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 99. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Rejecting the Lead. Sales representative can reject the lead by giving the proper reason for rejection. The lead remains in his queue until it is reassigned by manager.  Rerouting the Lead. Sales representative can reroute the lead by giving the proper reason for the same. The lead remains in his queue until it is rerouted by his manager.  Accepting the Lead. Sales representative can accept the lead and start working on the same. Opportunity Sales Methods Sales Method:  A sales method is a formalized approach or methodology used duringPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 100. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only the sales process.  A sales method can encompass all activities associated with the sales process, from prospecting to forecasting to closing deals.  This approach allows sales representatives to use the method most appropriate for their opportunities.  Sales methods can differ within a company.  Sales method for managing a complex multimillion dollar opportunity can include 15 stages, while a sales method for a simple low-dollar opportunity may require only four stages. Sales MethodologiesPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 101. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Sales Methodologies Sales methodologies:  Provide a common, consistent framework for effective sales execution.  Provide methods for reviewing various aspects of a sale, assessment of the opportunity.  Provide methods for determination of relationships established with key decision makers  Provide a framework for determining deal-winning strategy.  Define the sales process, including sales stages, milestones, roles, etc.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 102. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Sales incorporates several sales methodologies that provide innumerable benefits. Most Widely and commonly used Sales methodologies are listed below:-  Target Account Selling  Enterprise Selling Process  Strategic Selling Target Account Selling Target Account Selling (TAS) is a structured, repeatable sales methodology that enables sales organizations to:  Improve bid-to-win ratios  Shorten selling cycles  Minimize discounts and negotiated concessions  Establish clear, unique business value with customers  Reduce selling costs through more efficient resource allocation  Increase sales per employee  Decrease risk of unprofitable, resource-intensive contracts  Enhance account control and forecast accuracyPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 103. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Eliminate departmental barriers with a common sales language TAS process helps sales professionals win more business by:  Focusing on the right issues with the right people at the right time  Developing effective plans for sales campaigns  Communicating more effectively within the sales team  Shifting the focus of salespeople from tactical to strategic issues Target Account Selling Siebel TAS module provides the following features:  Help sales professionals assess their opportunities  Recommends what competitive strategy to take, and identifies the pros and cons of the recommended strategy  Automatic creation of the Organization Map that allows to view both the formal hierarchy lines of influence in the customer organization.  Support in identifying and ranking the decision criteria of each contact  Team planning to make sure that key Customer Milestones are addressed  Automatic creation of the TAS Opportunity Plan.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 104. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Automatic creation of the TAS Initial Plan Target Account Selling Scenario for Target Account Selling  A sales representative meets with a customer and discovers a new opportunity.  The sales representative plans to use the Target Account Selling (TAS) methodology to develop a sales strategy for this new deal.  TAS allows sales representative to analyze the opportunity and its multiple decision makers. Opportunity Assessment:  Sales representative enters high-level information, including a profile of the account and the opportunity  Sales representative uses the TAS Coach on the Assessments screen to complete the assessment. The assessment helps to qualify the opportunity and understand rep‘s company‘s position in the deal. Competitive and Relationship Strategy Development:Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 105. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Sales rep analyze her competitors for the opportunity to determine what strategy she should use to win the deal.  Sales rep Maps both the formal and informal prospect‘s organization structures to be sure of spending time with the right contacts.  Sales representative begins to develop a relationship strategy. Target Account Selling Strategy Execution  The sales representative is now prepared to develop her action plan to win the opportunity.  Sales rep documents key events or milestones in the customer‘s buying process.  This helps to plan the activities sales team should take to address the customer‘s requirements at each milestone.  Sales rep enters key action steps and resources needed and assigns the actions to members of her sales team.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 106. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Enterprise Selling Process Siebel Enterprise Selling Process (ESP) methodology is used by sales professionals to penetrate, cover, and grow large strategic accounts—especially global accounts. The Siebel Enterprise Selling Process software module provides the following features:-  An overview of Account Plan Highlights, such as the goal, the value proposition, and the critical success factors for driving business in the account  A set of objectives for driving business in the account and an action plan for achieving each objective  Analysis of the offerings that address each business and service units needs, along with the associated revenue from Installed Base, Current, and Potential Opportunities  Automatic creation of an organization chart that visually shows an analysis of key players and their relationships  Automatic creation of ESP reports including the Account Map and Account PlanPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 107. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Enterprise Selling Process Scenario for Enterprise Selling Process This scenario provides an example of the business process performed by a sales manager using the ESP methodology.  The account manager enters the accounts business and service units and key information about each unit such as the units culture, her companys level of relationship with the unit, and the strategy she plans to apply to the unit.  This provides her team with important sales information about each unit that sales team members plan to contact.  After the accounts units and opportunities are mapped, the account manager analyzes the organizational structure within the account.  The account manager determines who is important within the account and whom the team needs to spend more time with to close the identified opportunities.  The manager enters her value proposition, goal, critical success factors and objectives for the account based on her analysis.  She then enters activities that are necessary to meet each objective, and assigns objectives to the appropriate team member. This allows the account manager to coordinate with her team in a goal-oriented fashion.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 108. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Strategic Selling Using the Strategic Selling module, sales professionals can:-  Enter sales objectives  Assess buying influences  Understand their competitive position  Create an action plan to execute the competitive strategy. This information is available in a report, called the Blue Sheet. Siebel Strategic Selling provides the following features:  Assessment of the opportunity compared to the ideal criteria  Analysis of key contacts and development of a relationship strategy  Tools to improve company‘s position based on your sales objective  Support in developing an action plan to execute the sales strategy  Automatic generation of a Blue Sheet reportPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 109. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Sales ForecastingPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 110. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Sales Forecasting Siebel Forecasting:  Allows customers to Manage their revenues across each channel  Allows to take periodic forecast snapshots of those revenues as they mature.  Allows sales executive to retrieve revenue information in real time. The Forecasts screen is used to create:  New forecasts  Snapshots of live revenue records  Then analyze and evaluate those saved forecasts over time. The total forecast process encompasses a range of activities across many organizations. Also, the business requirements, and the approaches to forecasting can vary dramatically from time-to-time and division-to- division. While forecasting may only involve a simple query in some companies, it can be a planning process in other companies. Forecasting: Key FeaturesPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 111. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Forecasting allows you to:  Report revenues by account, opportunity, product, product line, employee, partner, division, organization, or project  Create snapshots of revenue information over time for historical analysis  Perform real-time analysis of revenues using charts and reports  Access projected margins, cost, best case, and worst case  Use multiple currencies and multiple organizations  Perform auto-forecasts for absentee employees when appropriate  Create recurring revenues by account, project, and opportunity  Split credit of sales revenue across multiple positions and products  Perform matrixed revenue analysis and forecasting  Import and export data from the Revenues screen Order ManagementPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 112. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Order Management  Allows employees such as salespeople and call center agents to  Create and manage quotes and orders through their entire life cycle.  Create quotes and orders for new products and services  Create quotes and orders to modify existing products and services  Modify in-process orders that have been submitted for fulfillment  Generate order information for submission to back office billing and fulfillment systems  Siebel Order Management can be tightly integrated with back-officePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 113. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only systems, allowing users to perform tasks such as checking credit and confirming availability, as well as monitoring the fulfilment process. The Order Management Life Cycle The order management life cycle includes tasks that fall into several groups:  Preorder Tasks. Can include creating accounts, contacts, and opportunities or helping anonymous customers through the needs- analysis process.  Order Entry Tasks. Can include selecting products and services, capturing quotes and orders, verifying products and pricing, checking availability to promise, entering shipping, tax, and payment information, and performing a credit check.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 114. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Post-Order Tasks. Can include fulfilling the order, providing the customer with order status, notifying the customer that the order has shipped, creating supplemental orders, and monitoring or modifying activities that support the order, such as installation. Scenario for Order Management  A sales representative creates an opportunity and records the best solution to meet the customer‘s needs.  After the best solution is identified, Sales rep provide a quote that details the products and their prices.  Sales representative converts an opportunity to a quote.  Products and services are customized so that customers can specify exactly what options they are interested in and see the associated prices for each option.  Customer accepts a quote, and it is converted to an order.  The sales representative enters shipment information and checks on the availability of the items.  Sales representative also performs tasks such as calculating tax and shipping costs, verifying payment information, checking the customer‘s credit, and authorizing their use of a credit card.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 115. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Scenario for Order Management  The sales representative performs final tasks, such as attaching electronic documents such as a purchase order or a letter of credit to the order, and generating service activities related to the order such as installation.  The sales representative submits the order. If appropriate, the order is routed for approval by a supervisor.  An acknowledgement of the order is automatically sent to the customer by email.  If customer wants to revise an order before it has been fulfilled, you handle the change by modifying unsubmitted orders  As the needs evolve over time, the customer may request additions and changes to the products and services.  To make these changes, the new quotes and orders are based on the current items in the customer‘s profile.  Requests for changes to existing services are called delta quotes or delta orders.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 116. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Order Management Processes and Procedures Setting Up Order Management:- There are some tasks performed to set up order management like:-  Activating Workflows for Order Management  Setting Up Accounts and Contacts for Order Management  Setting Up Salespeople  Setting Up Products, Pricing, and Catalogs  Setting Up Shipping Information  Setting Up Tax CalculationsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 117. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Order Management Processes and Procedures Integrating Order Management with Back-Office Applications  This setup is required to send and receive information when end users:-  Submit quotes and orders  Check the status of an order  Request information about availability to promise order items  Check the credit status for a customer Integrating Order Management with Third-Party Product Availability Applications  Product availability information is stored in third-party ATP systems.  Siebel application can check with back-office software to determine the availability of products in a quote or order.  Using this feature, an end user can request delivery by a particular date, inquire about availability, and then reserve the items. Integrating Order Management with Third-Party Credit-Check Applications  Before completing an order for products company may want to assess whether the customer has a credit rating that is good enough for you to sell to them.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 118. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Order Management Processes and Procedures Creating and Managing Catalogs:  A catalog is a collection of items arranged in a logical hierarchy of categories.  Siebel Sales Catalog allows employees to browse for products and literature.  Categories can contain content items and other categories  Each category can belong to only one catalog and one parent category.  Products can be associated with multiple categories. Setting Up Product Recommendations:-  Product recommendations allow a marketing administrator to define up- sell and cross-sell recommendations for a product.  It helps Sales representatives to recommend the best product to the customer as per customers requirement.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 119. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Order Management Processes and Procedures Working with Quotes or Sales Order Quotes  A quote is an offer to a customer for specific products and services at a specific price.  Quotes can be generated by end users such as call center agents, sales representatives, and sales administrators.  The quote may include products and services (configured to show the customer-selected attributes), effective dates, price lists, any discounts etc. Orders  An order is a commitment on the part of the customer to purchase products and services at a specific price.  Orders can be created and placed all at once, or developed in stages as the customer clarifies the configuration of the items, requests availability, payment information, shipping information, and other details.  After the order is placed, a call center agent can monitor the order, proactively informing the customer of order status and delivery information.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 120. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Territory ManagementPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 121. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Territory Management Territory:  A territory is a collection of accounts, contacts, and or assets that are managed by a team of positions.  Usually a territory is based on a geographic area: either a collection of postal codes or geographic zones. Territory Management:  The purpose of Siebel Territory Management is to manage sales and service territories.  Territory management can be used to assign sales representatives to account and contact teams or to assign ownership of assets to field service engineers.  Rules are created in the application. These rules determine how the assignments are made. Siebel Territory ManagementPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 122. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Importance of Territory Management  Maintaining sales representatives and their managers is a major cost to organizations. For this reason, it is so important to keep territories well aligned.  To make sure that sales representatives are working most efficiently.  You do not want sales representatives without enough accounts to fill their time.  Similarly, you do not want sales representatives to have so many accounts that they lose key opportunities because they cannot call on all their accounts. Terminology For Territory Management Territory:-  A territory is a collection of accounts, contacts, and or assets that are managed by a team of positions.  Usually a territory is based on a geographic area: either a collection ofPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 123. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only postal codes or geographic zones.  Territories can be related to each other through the territory hierarchy. Territory hierarchy:-  The territory hierarchy is a collection of territory nodes.  It determines which territories are active and available for assignment.  The territory hierarchy is also used to set up parent-child relationships between territories. Territory Nodes:-  Territory node records determine the structure of the territory hierarchy.  A territory node record is created for each territory in the hierarchy.  The territory nodes can be linked to each other by specifying parents for nodes. Division:-  A division is typically used to represent a sales force(e.g Neurology Sales Force)  A division may only be associated with one territory hierarchy.  There can be multiple divisions in one territory hierarchy.  Territory Alignment:-  Territory alignment is the mapping of positions, accounts, contacts, and assets to territories.  This mapping is determined through rules.  When a territory alignment is run, the results of the rules are calculated. Roadmap to Territory Management Following steps presents an overview of how the territory alignment process works, from initial setup through maintaining the alignment to periodic realignments.  Set up divisions and positionsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 124. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Set up territory Hierarchy  Set up territory Nodes  Set up Alignment rules and conditions  Run Alignment  ActivateSchedule the alignment  Review territories and the rules  Maintain the Alignment Integration to Microsoft Applications  Siebel‘s integration with Microsoft applications through web services enable employees to easily centralize and utilize customer information between Siebel Sales and Microsoft desktop applications.  End users can perform mail merge and generating correspondence inPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 125. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Word, performing sales analysis using Excel, or scheduling meetings and recording new business contacts through Outlook  Siebels desktop integration with Microsoft applications provides users with the flexibility to quickly and easily gain real-time insight into customer interactions.  Using Microsoft Collaboration, sales users can leverage the Microsoft applications on their desktop when performing their daily tasks while providing value-added activities that benefits all employees and driving user adoption and team collaboration. Siebel Sales: Benefits  Built-in support for standard sales methodologies  Account Planning and Sales Coaching tools  Effective Lead and Contact Management  Opportunity and Pipeline Management  Comprehensive sales forecasting and sales team revenue allocationPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 126. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Desktop integration with Microsoft applications for effective collaboration and higher adoption Siebel Sales: Summary In increasingly complex and competitive marketplace, managing the sales process is a critical success factor in the consistent achievement of revenue goals. Senior sales executives and management teams that implement standardized sales processes and reinforce best practices will increase pipeline visibility, sales execution, and overall performance, leading to more predictable and sustainable revenue growth. With Siebel Sales,  Companies can respond more quickly to sales inquiriesPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 127. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Target their sales activities.  Field representatives can forecast future business.  Generate customized presentations and proposals.  Produce customer communications, such as invitations, thank-you notes and letters.  Allows for product configuration and after-sales service.  Comprehensive sales methodologies, like Target Account Selling, can be delivered through Siebel Sales to drive a consistent communications approach throughout the entire sales organization. Accounts Overview What is an Account? The business or the company that is the focus of sales and service efforts by an Account Sales Team. There are two types of accounts in CRM Sales:  Corporate Accounts  Sales Accounts Corporate Accounts are generally global level accounts – although they can be regional. These are fully functional accounts for use in global account data consolidation and ESP strategic account management.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 128. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Sales accounts are the accounts the sales user works with day to day. They are created to mirror the client‘s business drivers and buying process. There can be multiple sales accounts for a given client. For example, BP in Houston has twelve separate sales accounts, one for each business unit. Contacts Overview What is a Contact? A person whose information is managed in the CRM Sales database There are two types of contacts in CRM Sales  Business contacts  Personal contacts Business contacts are our clients. They are assigned to CRM Sales accounts and are viewable by all CRM Sales users. Personal contacts are your contacts. They can be dentists, friends, doctors, etc. Personal contacts are viewable only by you.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 129. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Target Account Selling (TAS) Overview There are four major areas of Target Account Selling ( TAS )  Opportunity Assessment  The Customer’s Compelling Event and our unique business value  Politics  StrategyPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 130. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only The Assessments – or the 1 – 20 These 20 questions form the basis for assessing your opportunityPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 131. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Compelling Event and Unique Business ValuePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 132. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Customer’s Compelling Event Assessment Question # 5 What is driving the customer to make a decision or a change in the current situation? What is the payback if they make a change? What are the consequences if they do not act? What specific date is associated with the consequences/payback?Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 133. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Our Unique Business Value Assessment Question # 10 Defines your unique business value with a value proposition that is specific to the customer, defines a measurable business result, and creates credibility by proving your ability to deliver. Have you confirmed this with the customer? How does this differentiate you from your competitors?Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 134. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Politics It’s not a dirty word, it’s just played that way sometimes Do you know why you lose most of your opportunities you lose? It’s not because of products or technology. It’s because you’re not connected with the people in your customer’s organization who want you to win, and who have the influence to help you win. Remember this part of the 1 – 20 ? Here is where you win or lose Wouldn’t you like to know where you stand with your current opportunity?Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 135. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Strategy TAS incorporates 10 different strategies in its methodology. With TAS, you can, and they will. StrategyPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 136. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only TAS incorporates 10 different strategies in its methodology.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 137. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Account and Opportunity Management Customer Relationship Management hierarchy of activities and goals. Opportunity Management - Phases and ResponsibilitiesPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 138. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Account management is responsible for the account corporate profile and compelling event stages. Sales is responsible for the pursuit stages (evaluation of options and procurement processes). Operations is responsible for product and service delivery in the implementation and performance review stages. Client Visit Reports (CVR) What is a client visit report (CVR)?Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 139. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only It is a record of information gained during any meetings or interactions with a client such as phone calls, meetings, etc. How does a client visit report differ from a normal activity? Client Visit Reports are high priority client visits that require communication to the account sales team. When an activity is assigned to a contact(s) and marked CVR, an information email is automatically sent to the account sales team. Why not mark all activities as CVR’s? Basically, common courtesy. We all get enough emails during the day. By not marking a low priority activity a CVR, we cut down on the email traffic and emphasize those activities that are truly high priority. Full Cycle of Field Service Field service businesses use Siebel Field Service to manage the entire flow of field service operations. Inbound service center calls are managed in this sequence: 1 Enter a service request. Service request activities are created throughout the life cycle of the service request.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 140. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 2 Verify the service level agreements for the caller. 3 Based on the diagnosis of the problem and the service level agreement, create a return material authorization (RMA) or a service order, and link it to the service request, to allow prompt resolution. 4 Fill the order and ship the replacement parts to the customer or the field engineer. 5 Dispatch activities to a field engineer with the right skill set, tools, time, and location. When a call has been resolved, the engineer reports the details of the resolution from the field, updates the customer relationship database to reflect possible cross-selling opportunities, and updates and replenishes the service parts inventory on a just-in-time basis. An invoice can be issued to the customer as proof of work. Pending return material authorizations from customers are tracked from receiving the items and defective parts are managed through the repair cycle. Siebel Field Service consists of the basic functions required by most service businesses, as well as optional functions that can be added to fit most field service requirements: Base Field Service modules: 1 Call Management 2 Account/Contact Management 3 Field Activities Management 4 Warranty Management 5 Asset Management 6 Service Order Management 7 On-Site Services Management 8 Knowledge Management 9 Dispatch Board 10 Service Inventory 11 Optional Field Service modules: 12 Contract Management 13 Siebel Scheduler 14 Repair 15 Preventive Maintenance 16 Logistics Management 17 Shipping and Receiving 18 Quality Management (includes Quality and Release screens) 19 Barcodes 20 PricerPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 141. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Customer Calls the Callcenter for the service Field Service The field service process begins with service requests and orders. A service request is a customer’s request for information about or assistance with products or services. An order is a commitment on the part of the customer to purchase products and services at a specific price. The field service process typically consists of one of the following scenarios: 1 A customer reports a problem to a service center and field engineers are dispatched to repair the item.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 142. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 2 A customer places an order with a service center and field engineers are dispatched to install the item. Separate functional groups such as the service center, dispatch, field engineers, and parts business need to share information. Siebel Field Service integrates call center, dispatch, field activities, and service parts information in a single application. Siebel Field Service allows a variety of users to perform the following tasks: 1 Receive service calls 2 Verify service agreements and entitlements 3 Enter a service request 4 Search for solutions 5 Create activities for a service request 6 Assign and dispatch field service engineers 7 Provide parts inventories for parts depots and trunk stock 8 Provide detailed customer configuration 9 Track parts consumption and logistics 10 Manage inventory replenishment 11 Integrate return materials authorizations and service orders 12 Provide field service engineers with complete service details, including the required skills, tools, and parts for all service activities 13 Manage repair of defective parts 14 Set up and manages preventive maintenance plans 15 Track and analyzes service costs 16 Prepare invoices for service and tracks payments 17 Define characteristics of assets and records readings from equipment (assets) in the field for preventive maintenance, billing, and service Managing the Full Cycle of Field Service Field service businesses use Siebel Field Service to manage the entire flow of field service operations. Inbound service center calls are managed in this sequence:Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 143. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 1. Enter a service request. Service request activities are created throughout the life cycle of the service request. 2. Verify the service level agreements for the caller. 3. Based on the diagnosis of the problem and the service level agreement, create a return material authorization (RMA) or a service order, and link it to the service request, to allow prompt resolution. 4. Fill the order and ship the replacement parts to the customer or the field engineer. 5. Dispatch activities to a field engineer with the right skill set, tools, time, and location. When a call has been resolved, the engineer reports the details of the resolution from the field, updates the customer relationship database to reflect possible cross-selling opportunities, and updates and replenishes the service parts inventory on a just-in-time basis. An invoice can be issued to the customer as proof of work. Pending return material authorizations from customers are tracked from receiving the items and defective parts are managed through the repair cycle. Modules of Siebel Field Services I. Base Field Service modules: Call Management Account/Contact Management Field Activities Management Warranty Management Asset Management Service Order Management On-Site Services Management Knowledge Management Dispatch Board Service Inventory II. Optional Field Service modules: Contract Management Siebel Scheduler Repair Preventive Maintenance Logistics Management Shipping and Receiving Quality Management (includes Quality and Release screens) Barcodes Pricer Dispatch Board Dispatch Board is a graphical user interface that allows call center personnel and dispatchers to select, schedule, and assign field service engineers to service activities. The Dispatch Board screen shows all unplanned activities and a list of the selected field service engineers and their schedules. Dragging unplanned activities onto the schedules of field service engineers automatically assigns and schedules these activities.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 144. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Scheduler Siebel Scheduler includes the following features: 1) Appointment scheduling allows customer service representatives to automatically schedule customer visits without exceeding current labor capacity. Appointments based on a window of time can be given to the customer with granularity down to hours. 2) Siebel Scheduler optimizes deployment schedules based on business-defined constraints (for example, minimizing travel and labor costs) while making sure that contractual commitments are met. High-priority calls can be scheduled immediately, resulting in the reassignment of lower priority calls. 3) Siebel Scheduler can insert service activities that need immediate attention into an already optimized schedule. Siebel Scheduler can also respond to unplanned situations like a vehicle breakdown or unavailable field service engineers. 4) Siebel Scheduler can use Siebel Assignment Manager to provide an optimized list of field service engineers for assignment to each service request or activity. Siebel Scheduler also provides to the Assignment Manager data on availability of employees. 5) Schedules are optimized in batch mode based on business-defined criteria. Mobile Computing Support Field service engineers in the field can access Siebel Field Service on their laptop computers, handheld devices, or wireless devices. Later they can synchronize to send local changes to the Field Service server and to retrieve new information from this server. Siebel Field Service introduces uncommitted transactions for inventory transfers in the field. This allows for tracking of part movements without immediate access to records in the corporate computer. Upon synchronization with a Field Service server, these transactions may be committed and recorded in the server database. Service Parts Information Siebel Field Service provides full information about parts availability, including installation instructions, operational constraints, and warranty and manufacturing data. Siebel Field Service allows the field engineer to graphically navigate through the base configuration of any complex product and review the customer’s on-site configuration. Field Service Engineer Information Siebel Field Service tracks a wide variety of information for field service engineers such as skill sets, product expertise, location, and business, and contact data like cellular phone and paging information. Each field service engineer can define notification preferences so that a dispatcher or customer can contact the engineer efficiently. Field Service Engineer Activities When a service event is reported, Siebel Field Service defines the steps required to correct the problem, necessary tools, and required parts and skills. Information such as safety data, schematics and technical notes on the products, may be linked to the service activities and parts data. Service InventoryPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 145. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only The Inventory module manages service parts inventory. Inventory is tracked in real time across locations and businesses, including trunk inventories, and is accessible from anywhere in the company. Agreements and Contract Management Siebel Contract Management supports the contract life cycle, from service opportunity identification, service pricing, and proposal generation to service delivery on contractual commitments to contract additions, cancellations, and renewals. Shipping and Receiving Shipping and Receiving are integrated with Siebel Service Inventory, and track customer orders to shipment. Siebel Shipping and Receiving manages internal orders to transfer stock among inventory locations and receives RMAs and orders, closing the loop with each customer. Field Service Analytics Applications Siebel Field Service Analytics Applications provide managers with a tool for analysis of large volumes of records. The results of the analysis are displayed in charts and reports. Siebel Wireless for Field Service Siebel Wireless provides real-time access to information through a wireless application protocol (WAP)-enabled mobile phone or wireless handheld device. With Siebel Wireless for Field Service professionals, users can update sales opportunities, review account and activity information, access calendar and contact details, order and track parts, respond to service requests, and send correspondence. See Siebel Wireless Administration Guide. Siebel Wireless Messaging The Siebel Short Messaging Service (SMS) Adapter provides connectivity to global SMS centers using proprietary APIs. Siebel Wireless Messaging provides wireless dispatches and database updates.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 146. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Agreements Overview: An agreement describes a product or service provided to the customer and the financial relationship between parties. In the context of your Siebel application, contracts and agreements are synonymous. In your Siebel applications user interface, contracts are referred to as agreements. Consequently, the term agreements are also used in reference to contracts. Many different types of agreements can be created manually in the Agreements screen or automatically from a quote in the Quotes screen. Agreements can have a hierarchical relationship; that is, a master agreement can have multiple child agreements. Automatic Entitlements Entitlements can be applied automatically to agreement line items using entitlement templates that are associated with specific products. Each line item in an agreement can have multiple entitlements that cover specific costs, contacts, and accounts, metrics, service hours, responsiveness, and preventive maintenance plans. Agreement Management Siebel Agreements provides for renting, leasing, financing, and usage. Renting, leasing, and financing are set up in terms of nonrecurring charges, recurring charges, and schedules for agreement invoicing. Usage is set up in terms of use plans, asset measurements, and readings.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 147. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Agreement Charges and Invoicing The Field Service Charge Engine creates charges and the Field Service Charge Consolidation business service creates invoices. Associated workflows can be configured as needed. Agreement Renewal Users can manually renew line items by entering a current or previous day in the Start Date field and then clicking the Renewal button. Workflows can be used to automatically renew agreement line items. The FS - Agreement Renewal Item workflow and the FS - Agreement Renewal All workflow can be used to set up a repeating component job to renew agreement line items automatically for predefined time periods. For example, a workflow process could be run daily to find any start dates equal to the current date, and then renew those line items automatically. Renewal terms for a line item are as follows: 1 Start date (required) 2 End date (required) 3 Price adjustments 4 Charge adjustments 5 Use plan NOTE: Agreement line items are renewed using the Line Items view > Renewal Escalator sub view only, and are not affected by fields in the Financials view. To automatically renew agreement line items using a repeating component job 1 Navigate to the Administration - Server Management screen > Jobs view. 2 In the Jobs list, create a new Job record. 3 In the Component/Job field, select Workflow Process Manager. 4 Enter the desired Repeat Interval and Repeat Unit in the Job Detail view. For example, a Repeat Unit of Weeks and a Repeat Interval of 1 would run the renewal process on a weekly basis. 1 Scroll down to the Job Parameters list and create a new parameter record. 2 In the Name field, select Workflow Process Name, and in the Value field, enter FS - Agreement Renewal Item or FS - Agreement Renewal All. 3 Click the Start button in the Jobs list. TIP: It is recommended that you set up the schedule to first query for all agreements that are about to expire in 15, 30, or 60 days. Then, run the renewal workflow for that agreement line item with the current day specified. It is also recommended that an activity should be created for the sales or service team to follow up with the account for renewal.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 148. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only To define the renewal terms of a line item 1 Navigate to the Agreements screen > Line Items view. 2 Drill down on a selected line item record and click the Renewal Escalator view tab. 3 Create a new record and complete the fields as appropriate. 4 Adjustment types are described in the following table. Adding Assets to Agreement Line Items In versions previous to Field Service 7.8, each agreement line item could have only one associated asset. Since Field Service 7.8, however, the intersection table between Line Items and Asset is used to allow multiple assets to be covered by the same line item. NOTE: The original Foreign Key to Asset, Covered Asset Id, is used to define the primary asset. Any additional assets that are added to the agreement line item have no effect on the agreement line item overall price—this is only affected by the primary asset. To allow the pricing to change based on all agreement line item assets, some additional configuration is needed. To add multiple assets to an agreement line item 1 Navigate to the Agreements screen > List view. 2 Drill down on the Name field for a selected agreement record. The Line Items view appears. 1 Click the Pricing view tab. 2 On the link bar, click Assets. 3 In the Line Items list, select the record to which you want to add the assets. 4 Scroll down to the Assets list and create new records for each asset, completing the fields as appropriate. Asset Process Flow from Quotes and Orders to Agreements The following is a description of what typically occurs when a customer seeks a quote.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 149. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 1 The user creates a quote for a number of products. This quote contains an aftersales service component to cover the quoted products. 2 When the customer agrees with the quote, the order is placed for the products and their service coverage. 3 On the Sales Order screen > List > Catalog > Assets view, the user selects the Auto-Asset option from the menu button. Field Service creates an instance of the asset from the quoted products and associates it with the quote. 4 On the Quotes screen > List > Agreements view, the user clicks the Auto Contract button. This creates an agreement with the header level information corresponding to the order. The agreement line item is now the service product and the assets created from the quote are associated with the agreement line item. Assets can be added to or removed from this list as required. NOTE: The pricing of the service agreement is a combination of the price of the service product and the asset covered by the service product. Enabling Asset-Based Pricing in Orders, Quotes, and Agreements Typically, the pricing on agreement line items is only affected by the primary asset. However, if required, you can configure the pricing so that it is based on all agreement line item assets. To enable asset-based pricing 1 Navigate to the Administration - Business Process screen > Workflow Deployment view. 2 Activate the Dynamic Pricing Procedure rather than the Basic Pricing Procedure, which is normally used. 3 Unlike the Basic Pricing Procedure, the Dynamic Pricing Procedure workflow includes covered asset details. See Siebel Pricing Administration Guide for more information on switching pricing procedures. Revenue Plan Templates Revenue plan templates must be set up by the administrator before users can add them to agreement line items. In the template, you can assign the units to be used—for example, days, weeks, or months. You must also specify the product associated with the revenue template. To create revenue templates 1 Navigate to the Administration - Forecast screen > Revenue Templates view. 2 Create a new record and complete the fields as appropriate.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 150. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Entitlements Overview: Charges can be adjusted based on an entitlement associated with a service call. An agreement can have many entitlements associated with it. One agreement typically encompasses several products or assets. These products and assets can be covered by multiple service packages. Each service package can then include different entitlements. Complex pieces of machinery may have many associated components. The service package associated with each product can then have different entitlements for the various components and labor. For example, a certain key machine part breaks down and a field engineer is required to fix the part. This fix requires three hours of the engineers time. If the engineer is billed at a rate of $50 an hour, the final charge for the customer would be $150. However, if the customer is covered by a service-level agreement with entitlements that cover all time and material for that particular part, the charge would have an additional charge adjustment added to subtract the ($150) leaving an outstanding balance of $0. Field Service can inform the customer of the charge adjustment and why the adjustment has been performed. Entitlement Templates Entitlement templates allow you to predefine entitlements and specify the type of service provided. An entitlement template specifies the default coverage for the accounts, contacts, preventive maintenance, billing, products, and pricing. NOTE: Entitlement templates are not limited to service products. They can also be used with sales products to allow entitlement-based pricing in quotes and orders. For example, an organization sells a range of products and their associated service products for after- sales service. A service product such as Bronze Service can be created as an entitlement template and associated with a service product with a price for the after-sales service package. The package can denote the availability of technical support, a preventive maintenance schedule and whether parts and labor are additional costs under the service package. Using automated entitlement, (by clicking the Entitle button on the Agreements screen > Line Items view) the correct entitlements are automatically located from the entitlement templates which correspond to the service products in an agreement. To create entitlement templates 1 Navigate to the Administration - Contracts screen > Entitlement Templates view.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 151. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 2 Create a new record and complete the fields as appropriate. The Name field displays an automatically assigned template number, which you should change to an identifiable name for the template, as needed. The check boxes automatically associate data with the new template. To define entitlement template metrics 1 Navigate to the Administration - Contracts screen > Entitlement Templates view. 2 Select an entitlement template record and click the Metrics view tab. 3 Create a new record and complete the fields as appropriate. To define products covered in an entitlement template 1 Navigate to the Administration - Contracts screen > Entitlement Templates view. 2 Select an entitlement template record and click the Products view tab. 3 Create a new record and complete the fields as appropriate. To define service billing details for entitlement templates 1 Navigate to the Administration - Contracts screen > Entitlement Templates view. 2 Select an entitlement template record and click the Service Details view tab. 3 Create a new record and complete the fields as appropriate. To define special pricing for entitlement templates 1 Navigate to the Administration - Contracts screen > Entitlement Templates view. 2 Select an entitlement template record and click the Pricing Details view tab. 3 Create a new record and complete the fields as appropriate. To define preventive maintenance plans covered by entitlement templates 1 Navigate to the Administration - Contracts screen > Entitlement Templates view. 2 Select an entitlement template record and click the Preventive Maintenance view tab. 3 Create a new record and complete the fields as appropriate. To define exceptions for a service activity 1 Navigate to the Administration - Contracts screen > Entitlement Templates view.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 152. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 2 Select an entitlement template record and click the Service Details view tab. 3 Select a record. 4 In the Time Exceptions sub view, create a new record and complete the fields as appropriate. 5 From the drop-down list at the top of the Time Exceptions list, select Expense Exceptions. 6 Create a new record and complete the fields as appropriate. 7 From the drop-down list at the top of the Expense Exceptions list, select Product Exceptions. 8 Create a new record and complete the fields as appropriate. Adding Service Request Information to Entitlements To allow service requests to be carried out in accordance with customer expectations, you must associate a service calendar with an entitlement. Performance measurements should also be added to make sure that the response time is appropriate. To associate a service calendar with an entitlement 1 Navigate to the Agreements screen > List view. 2 Drill down on the Name field for a selected agreement record and click the Entitlements view tab. 3 Select an entitlement and scroll down to the Entitlement Details form. 4 In the Service Hours field, enter a service calendar record. To manually add performance measurements (metrics) for an entitlement 1 Navigate to the Agreements screen > List view. 2 Drill down on the Name field for a selected agreement record and click the Entitlements view tab. 3 Select an entitlement and click the Metrics view tab. 4 Create a new record and complete the fields as appropriate. TIP: The calculation of the Agent Committed Time for a Service Request takes, as input, a response time according to the service request priority. By defining a series of different response times and priority levels, the Agent Committed Time can adjust according to the service request priority. To do this, add several metrics records of the Response Time type. For each response time record, choose a different Priority value. Then enter values in the other fields that make sense for the corresponding priority. For example, you might enter one hour for priority 1-ASAP, four hours for priority 2-High, and so on. Now, when the Agent Committed Time is calculated, the resulting time correlates to the service request priority. To verify entitlements for a service request and select an entitlement 1 Navigate to the Service screen > Service Request List view.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 153. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 2 Select a service request, and then in the service request form, click Verify. The Pick Entitlement dialog box appears, with a list of the active entitlements for this service request. If no entitlements appear, the selected service request is not entitled to receive service. 1 Select an entitlement record from the Pick Entitlement dialog box, and then click OK. Selecting an entitlement from the Pick Entitlement dialog box computes the Agent Committed time for the service request from the Service Calendar associated with this entitlement and from the Response Time specified in the entitlement metrics. The name of the selected entitlement appears in the Entitlement field. Shipping and Receiving Shipping OrdersPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 154. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Shipments may be to a customer or to another inventory location belonging to the service business. Internal shipments may be triggered by the replenishment process. Shipping activities focus on two documents, the pick ticket and the waybill. The pick ticket provides detailed information about the items required to fill orders. The waybill, which records data related to the shipment, normally travels with the shipment and mediates between shipping and receiving. Shipping begins where fulfillment ends; with the generation of a pick ticket. Figure below illustrates the shipping process, which consists of the following steps: 1 Get pick ticket. 2 Pick parts. 3 Update pick ticket with parts shipped. 4 Choose carrier and update waybill. 5 Process shipment Receiving Orders Receiving applies to all types of orders: 1 Replenishment of internal orders or internal transfers received by a field office, a repair center, or a field service engineer. 2 RMAs (returns from a customer). 3 Purchase orders and repair orders (receipt from an external vendor). 4 For convenience, another receipt type, Unknown, is included to encompass any other items received. When an item is received, a receipt is generated as proof that the item arrived. If the order is unidentified, generate unknown receipt. If the order is identified, create a receipt (Internal, Purchase/Repair Order, or RMA). Generate transactions. Checks and Validations for Shipping and Receiving Siebel Field Service provides these automatic validations for shipping and receiving transactions: 5 Quantity to ship should be less than or equal to the quantity allocated. 6 Quantity to receive should be less than or equal to the quantity shipped.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 155. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 7 Total number of assets should be equal to the total quantity of a serialized product. 8 While generating inventory transactions, validates the source location of serialized asset. After an inventory transaction is generated, no update is allowed for the shipped or received line item. However, it is possible to receive partial shipments for all order types except internal orders. New receive actions may be added as long as the quantity of items received does not exceed the quantity in the order. Shipping and Receiving Hierarchical Assets When you ship or receive a hierarchical asset, changes occur in certain fields of the assets parent component according to the type of shipping or receiving transaction that occurs. Whether these effects occur on the fields of the hierarchical assets child sub-components depends on whether the fields are set to cascade their values from the parent to the child. Processing and Tracking Shipments Follow these procedures to process the shipping of orders. To ship an order 1 Navigate to the Shipping screen > Shipments view. 2 Select a pick ticket record. 3 Drill down on the Pick Ticket field hyperlink. 4 In the Allocated Lines list, select a line item. 5 If the selected line item is a serialized product, add a new record for it in the Serial Numbers list. 6 In the Allocated Lines list, click Ship to ship one or more selected line items, or click Ship All to ship all line items. 7 This generates a shipped quantity in the Pick Ticket sub view that is equal to the allocated quantity for the line items. 8 In the upper Pick Ticket form, click Process Shipment to create inventory transactions for the line items selected in the Allocated Lines list and for the quantities specified in the Shipped Line form.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 156. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only NOTE: If the Qty field on the Shipped Line form does not contain a value, clicking Process Shipment will not create inventory transactions. To find a pick ticket for a line item 1 Navigate to the Service Order screen > List view. 2 Drill down on a selected order record. 3 In the Line Items sub view, select an order line item record. 4 Click the Actions view tab. 5 In the Actions list, select an Action record and copy the number in the Pick Ticket field. 6 Navigate to the Shipping screen. 7 In the Pick Tickets list, query the pick ticket number. To consolidate pick tickets 1 Navigate to the Shipping screen > Consolidation view. 2 In the Pick Ticket form, select a pick ticket record. 3 In the Qualified Lines tab, select one or more other pick tickets to add to the consolidation. 4 Click Consolidate. 5 Line items move from the Qualified Lines applet to the Consolidated Lines applet. To fill in waybills for pick tickets 1 Navigate to the Shipping screen > Waybill view. 2 In the Pick Ticket form, select a pick ticket record. 3 In the Waybill form, complete the fields as needed to ship the items in the selected pick ticket. Pick Tickets and Orders Pick tickets and orders have the following relationship: 1 Orders have one or many line items. 2 Line Items may have one or many records (actions) in the database. 3 One or many records (of type Allocate) can be associated with one pick ticket.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 157. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only While Order ID and Order Item ID do not appear in the Pick Tickets view, these values reside in the database: 1 S_SHIPMENT_ID and S_ORDER_ITEM_ID in the S_ORDPART_MVMT table 2 S_ORDER_ID in the S_ORDER_ITEM table Processing and Tracking Receipts Follow these procedures to process the receiving of orders. To receive an order 1 Navigate to the Receiving screen. 2 Select an order record in the Pending Internal Orders list or in the Pending POs/ROs/RMAs list. 3 Drill down on the Receive Type field hyperlink. 4 The Receive Internal Order, Receive PO, Receive Repair Order, Receive RMA, or Receive Unknown view appears. 5 In the Line Items list, select a line item record to receive. 6 In the Received Line Item sub view, create new records and enter details of the line items received.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 158. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 7 For serialized line items, in the Serial Numbers sub view, create new records and enter details of the line items received. 8 In the Receive Order form, click Process Receipt. To receive repaired items from a third-party vendor 1 Navigate to the Receiving screen. 2 Select a repair order record in the Pending POs/ROs/RMAs list. 3 Drill down on the Receive Type field hyperlink. 4 In the Line Items list, select a line item record to receive. 5 In the Received Line Item sub view, create a record that defines the conditions of receipt for the selected line item. 6 In the Repairs sub view, create a repair record for the selected line item. 7 In the Receive Order form, click Process Receipt. This records the movement of inventory from the third-party repair vendor to the specified inventory location. To review all line items for all orders 1 Navigate to the Receiving screen. 2 From the visibility filter, select Line Item Receipts. 3 Select a line item record and do one or more of the following: 1. Drill down on the Type field hyperlink. 2. The receipt form for the selected order type shows the status of the receipt and the line items received. 3. Drill down on the Order # field hyperlink. 4. The receipt form for the selected order number shows details of the original order. 5. Drill down on the Waybill # field hyperlink. 6. The receipt form for the selected waybill number shows the shipping waybill for this order. To add Unknown Receipt records 4 Navigate to the Receiving screen. 5 From the visibility filter, select All Unknown Receipts.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 159. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only 6 In the Unknown Receipts list, select an item. 7 Drill down on the Shipment # field hyperlink. 8 If the order number is unknown, you can select a possible order number in the Match Order # field. 9 If the receipt has line items with serial numbers, do the following: 10 Select a serialized line item. 11 In the Received Serial Numbers list, create a new record for the selected line item and enter the serial number. To review all line items received with incomplete documentation 1 Navigate to the Receiving screen. 2 From the visibility filter, select All Unknown Receipts. 3 In the Unknown Receipts list, select a record and do one or more of the following: 4 If a value is present in the Shipment # field, click the hyperlink. 5 The Receive Unknown form shows the status of the receipt and the line items received. 6 If a value is present in the Match Order # field, click the hyperlink. 7 The Order form shows information about this order. 8 If a value is present in the Waybill # field, click the hyperlink. 9 The Waybill Information form shows the shipping waybill for this order.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 160. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Return Material Authorization (RMA) Title PagePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 161. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Substitution Rules Substitution Rules in support of RoHS project Raid Ticket # 1-539574 1-550391 Yes -11 -10 -00 RohS Country? No -00 -11 -10 Yes -11 -10 -11 RohS Country? No -00 -11 -10 Yes -10 -10 RohS Country? No -10 Substitution Rules:  Multi level substitution ( a – b – c)  Cyclic rules ( a – b - c – a)  Order of substitution ( a then b then c. Not in random order)  Selective substitution based on countryPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 162. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Wash Scenarios Wash Scenarios 1-550245 1-539549 1-550410 All Assets in All Assets ever All Assets originally Inventory Location All Install base in received into NL_ETN shipped from Oracle to NL_ETN and RoHS countries or NL_NEW on an RoHS country NL_NEW Internal Order Asset Wash Logic  If asset is in the install base, update Asset part number directly  For assets in inventory, inv transaction from -00 inv level to External + Update Asset Part number + Inv Transaction to -11 inv level.  Update all open RMA lines for these assets to -11  If the open RMA line is allocated and not shipped, De-allocate from -00 and allocate from -11 inv level  Update all open DMT for this asset with -11 part number  an asset is in transit, on an internal order, it should be washed after receipt at destination.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 163. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only RMA Advance ExchangePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 164. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only RMA Premium ServicePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 165. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only RMA Return and ReplacePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 166. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only RMA Return and Repair RMA Return and Repair Customer Customer Customer TAC opens Customer Receives RMA Return Returns the replacement and Replace. defective Unit unit. Repair FA Process Process RMA Ops Allocate RMA Ops Received Unit Yes FA Reqd? No 3PL Receives the No Siebel Validate if Non Unit in Reeiving Ability to Receive -10 unit Pick and Ship the HE Part? Compliant Part is Shipped Customer Owned against a -00 unit allocated unit to to RoHS Country inventory Raid 1-539524 customer Raid 1-550334 Yes 3PL Mark Part to 3PL be relabelled Receive Repair as HE Part Order NumberPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 167. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only RMA Adv Exch (Request for Complaint Part) Service OrderPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 168. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Service Order Customer Customer TAC opens Customer Sevice Order Receives the for Customer unit. Allocates from NL HE (- Customer RMA Part 11) or Compliant Part(- RoHS HE Country Number? 10) based on substitution Allocation is manual for rules Allocation is manual for Service Orders. New Process: Service Orders. Non RoHS A service Order will be opened when a customer requests a RoHS compliant part number in return for a RMA Part Allocate from NL RMA Ops C Non Compliant part. An RMA Return RMA Ops Number? Compliant Part (-10). will be created for receiving the Non Compliant part. HE or NC C Allocate from NonEU Inv NC (- Allocate from Non 00, HE (-11) or EU Inv. Compliant Compliant Part(- Part(-10) 10) based on substitution rules Validate if Non Pick and Ship the Compliant Part is allocated unit to Shipped to RoHS customer Country 3PL 3PL Raid 1-550334 Internal Order (Replenishment Orders)Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 169. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Internal Order (Inventory Replenishment / 4Hr Replenishment) On Shipment of the RMA Replenishment Logic is based on: Premium  Replenishment Location Setups Order  Min Max at Source and Target Siebel will Weekly  Current allocations automatically Siebel automatically RMA Ops Reviews the Replenishment allocate and Create the order and Submits the Job for each Added logic requested: generate pickticket replenishment Order Order in Siebel inventory location  Substitution rules should be based on source RMA Ops RMA Ops applied at source and target to Inv Location compute the Replenishment order  Need Raid Ticket # ??? No Substitution Rule durin allocation of Inv Location Raid 1-550296 Wait till confirmation Order Closes once all 4Hr Repl from 4Hr and enter lines are shipped and Receipt txn in Siebel received System to ensure Pick and Ship the Receive at the shipment of compliant Inv Repl/ 4Hr Order from the Inv Repl destination Inv part number to EU Repl source location Location inventory? 3PL 3PL Should this validation be enforced here? Internal Order (Bulk Return/Customer Owned) and FA ProcessPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 170. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Internal Order (Inventory Replenishment / 4Hr Replenishment) On Shipment of the RMA Replenishment Logic is based on: Premium  Replenishment Location Setups Order  Min Max at Source and Target Siebel will Weekly  Current allocations automatically Siebel automatically RMA Ops Reviews the Replenishment allocate and Create the order and Submits the Job for each Added logic requested: generate pickticket replenishment Order Order in Siebel inventory location  Substitution rules should be based on source RMA Ops RMA Ops applied at source and target to Inv Location compute the Replenishment order  Need Raid Ticket # ??? No Substitution Rule durin allocation of Inv Location Raid 1-550296 Wait till confirmation Order Closes once all 4Hr Repl from 4Hr and enter lines are shipped and Receipt txn in Siebel received System to ensure Pick and Ship the Receive at the shipment of compliant Inv Repl/ 4Hr Order from the Inv Repl destination Inv part number to EU Repl source location Location inventory? 3PL 3PL Should this validation be enforced here? Repair ProcessPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 171. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only RMA ReturnPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 172. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Purchase OrderPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 173. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Purchase Order Internal Counsumption Ship the Order Order for the Oracle Oracle Warehouse RMA Ops creates PO Closes after all a Purchase Order RMA Ops parts are received RMA Ops and Submit 3PL Receives the parts in NEW 3PL 3PL Inventory What is Siebel Field Service? Siebel Field Service Application integrates Call Center, dispatch, field activities, and service parts information in a Single Application.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 174. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Benefits of Siebel Field Service  Allows organizations to minimize cost.  Improve customer satisfaction through comprehensive service management and efficient service delivery.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 175. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Field Technicians are more able to resolve service matters quickly, because the system dispatches the most suitable person, equipped with the right parts, in a timely manner.  Optimize service delivery.  Streamlines and automates every step in the process, from initial customer request through issue resolution and billing.  Reduce service costs and improve service effectiveness.  Empowering field service technicians enables up-sell and cross-sell.  Appointment Booking—schedule future activities automatically.  Schedule and Dispatch—optimize schedules and dispatch service professionals.  Contract Management—create and manage service offerings from quote to contract Mobile Field Service—provide complete wireless access to customer information, knowledge- bases, and more.  Parts and Logistics—track service inventory and optimize stocking of spare parts Asset Management—seamlessly manage warranty information Typical Scenarios for Field ServicePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 176. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Basic Field Service Modules  Call Management  Account/Contact Management  Field Activities ManagementPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 177. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Warranty Management  Asset Management  Service Order Management  On-Site Services Management  Knowledge Management  Dispatch Board  Service Inventory Full Cycle of the Field Service Field service businesses use Siebel Field Service to manage the entire flow of field service operations. Inbound service center calls are managed in this sequence:  Enter a service request. Service request activities are created throughout the life cycle of the service request.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 178. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Verify the service level agreements for the caller.  Based on the diagnosis of the problem and the service level agreement, create a return material authorization (RMA) or a service order, and link it to the service request, to allow prompt resolution.  Fill the order and ship the replacement parts to the customer or the field engineer.  Dispatch activities to a field engineer with the right skill set, tools, time, and location.  When a call has been resolved, the engineer  Reports the details of the resolution from the field.  Updates the customer relationship database to reflect possible cross-selling opportunities,  Updates and replenishes the service parts inventory on a just-in-time basis. Basics of Field Service  RMA: RMA (Return Material Authorization)  Cycle Counting  Replenishment  Fulfillment  Asset Management  Dispatch Board  AgreementsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 179. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only RMA (Return Material Authorization)  The RMA (either RMA Repair Return or RMA Advance Exchange) signifies that the product is to be repaired.  Repairs begin when a customer calls a service center about a defective product.  The customer service representative assigns an RMA (Return Material Authorization) to the product, and requests that the customer ship the product to the service center.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 180. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Cycle Counting  A method of counting inventory by grouping products into classes.  Counts the products in each class at designated intervals over a period of time.  Only part of the products are counted at one time, but over the designated time period all products are counted.  Since assets are moving in and out of inventory, cycle counting creates a dynamic, statistical view of inventory. An Example: Products of class X, for instance, might be counted once every three months, products of class Y once every six months, and products of class Z once a year. Methods of Product Classification for Cycle Counting  The ABC cycle count basis ranks products according to their financial value. The Cycle Counting Engine counts the items with a larger dollar value more often than those with a lower value.  The XYZ cycle count basis ranks products according to their turnover. Higher-Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 181. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only turnover products are counted more often, resulting in a higher accuracy of counting. Replenishment  The process of generating orders to restock depleted parts in an inventory location.  Replenishment Engine generates internal orders to other inventory locations or purchase orders to outside vendors using the following information about a product in inventory: ■ Minimum and maximum stock levels, plus a safety level. ■ Replenishment relationships with other inventories. Sources of Replenishment Another service inventory location. The Replenishment Engine generates an internal order. For example, the main service warehouse replenishes a subsidiary warehouse. External provider. The product is purchased from an external vendor. In this case, the Replenishment Engine generates a purchase order. Manufacturing inventory. The product is provided by an internal manufacturing division. Such replenishments are usually handled as if from an external provider; a purchase order is generated.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 182. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Fulfillment Siebel Field Service provides two methods for filling an order automatically:  The Fulfillment Engine automatically locates in inventory the ordered items (or substitutes for these items), allocates these items, and generates a pick ticket.  The Part Locator is a semi-automated version of the Fulfillment Engine. It gives the user control over fulfillment of individual line items in an order. The user can select the line items and choose to carry out these automatic procedures for the selected items:  Find products or substitutes in inventory.  Allocate these items.  Generate pick tickets. Fulfillment Engine The Fulfillment Engine automatically finds and allocates products for selected service orders, and produces pick tickets to use for the orders. The engine uses the following information to find a product:  Distances of source inventory locations to the order address.  Priority of an order, which can influence fulfillment relationships.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 183. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Dispatch Board  Is a graphical user interface that allows call center personnel and dispatchers to select, schedule, and assign field service engineers to service activities.  The Dispatch Board screen shows all unplanned activities and a list of the selected field service engineers and their schedules.  Dragging unplanned activities onto the schedules of field service engineers automatically assigns and schedules these activities.  Lets a dispatcher or customer service representative manually assign and schedule individual activities by dragging and dropping an activity onto a Gantt chart.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 184. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Agreements  Describes a product or service provided to the customer and the financial relationship between parties.  Different types of agreements can be created manually in the Agreements screen or automatically from a quote in the Quotes screen.  Agreements can have a hierarchical relationship; that is, a master agreement can have multiple child agreements. Field Service Engines Siebel Field Service provides the following automated functions:Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 185. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only  Fulfillment Engine. Analyzes orders, locates parts for each line item, returns the located parts (products or substitute products) to the user, allocates parts, and generates pick tickets.  Renewal Engine. Automatically renews agreement line items.  Charge Engine. Automatically creates charges. These charges can then be consolidated using the Charge Consolidation Engine.  Charge Consolidation Engine. Automatically generates invoices, based on defined charge consolidation plans.  Part Locator Engine. Analyzes orders, locates parts for each line item, and returns the located parts (products or substitute products) to the user. The user can manually allocate these parts and generate the pick tickets.  Replenishment Engine. Selects source and target inventories when restocking is needed and generates the orders required to obtain materials from an external provider, an internal inventory site, or an internal manufacturing facility.  Cycle Counting Engine. Generates cycle counting orders (parts lists).  Preventive Maintenance Engine. Generates service requests for the maintenance of assets, based on predefined triggers.  Mobile Inventory Transaction Engine. Generates inventory and asset transactions when a field service engineer reports part movements in the field. Field Service Screen ShotsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 186. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Field Service Screen ShotsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 187. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Field Service in Siebel 8.0 Bulk Inventory TransactionsPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 188. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Bulk inventory transactions allow multiple assets to be simultaneously moved to a new inventory location. This can be useful in bulk stock transfers and receiving dock scenarios. FS Inventory Transaction Business Service The Field Service Inventory Transaction business service is used by the Bulk Inventory Transaction -Asset List - Default workflow and Inventory Transaction - Asset List - Default workflow to transfer one or more assets at a time. Field Service Screen Shots (Siebel 8.0)Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 189. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Siebel Marketing The Siebel Marketing SuitePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 190. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Definitions 1 Marketing Plan: A high level plan of marketing tactics, usually on a quarterly or annual basis 2 Program: a multi-step dialog across multiple campaigns or customer interactions 3 Campaign: delivers a specific message (offer) to a targeted set of customers at a specific time 4 Wave: a specific batch of customers that is added to a campaign at a certain point in timePractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 191. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Marketing Relationships About Campaigns A campaign is a marketing tool that is used to target and motivate specific segments of your customer base to achieve a specific result. Campaigns can be stand-alone or part of a multistage program. Stand- alone campaigns include the elements listed in Table below. Element Description Offer An offer is a single proposition or message that you want to present to your current and potential customers as part of a campaign. To present an offer through a specific channel or medium using a specific piece of collateral, you create a treatment for that offer. An offer can have multiple treatments, such as an email treatment and a phone treatment, and an offer can have multiple versions of treatments for the same channel. You can create different treatments to communicate an offer in different campaigns, but the campaign is a one-time instance of the treatment presented to a customer at a certain point in time. Treatment A treatment is a channel-specific instance of an offer. A treatment can include details such as the HTML content, literature, delivery parameters, a call guide, and other details. A campaign can use one or more treatments. For a simple campaign, you may have only a single list or segment and a single treatment. In other campaigns, you might use multiple treatments by associating multiple lists or segments and then allocating which treatments each list and segment receives. Segment A segment defines a target set of customers or prospects. A campaign can target one or more segments. Source code A source code is composed of multiple codes that represent information about the customer, and the offer sent to the customer. You use source codes to track the customers responses and gauge the reaction to a campaign and its offers. An administrator creates the source code definitions for you. Vendor A vendor is a company that you retain to help you with a campaign, such as a printing house, a fulfilment house, and a telemarketer. An administrator enters the vendor information for you.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 192. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only A stand-alone campaign is a campaign that is set up independently of other campaigns. The outbound treatments for the campaign would all be launched at the same time. If you want to combine multiple campaigns into a larger process, you can create a program. Programs have one or more stages so that you can schedule some campaigns in parallel to or as follow-ups to another campaign. Table below lists some terminology used in Marketing Programs. Element Description Programs A program is a container for organizing, designing, and executing multistage, triggered, and recurring marketing programs using new or existing campaigns, lists, and segments. You can establish multiple stages for a marketing program. Each stage can have multiple campaigns, lists, segments, and segment trees. Subsequent stages can be based on a customer response or any other event. For example, a visit by a sales person to a premium customer may trigger a follow-up email to that customer for the selected product. Stage A stage is a group of campaigns that happen during a certain phase of a program. It can also contain responses and leads. For example, you might have a two-stage program where stage 1 has campaigns to generate demand and stage 2 has another campaign to convert responders from the previous stage into leads. Responses Response handling is essential in triggering follow-up stages. Whenever prospects or contacts respond to an offer treatment through any channel (by inbound email, the Web, a call center, or sales representative, and so on), their responses may be captured in detail. You can use this data to determine which contacts to pursue as opportunities. Waves Waves are a method of phasing the delivery of a campaign or stage over time, or for phasing the delivery of treatments over time or across vendors. For example, you want to extend an offer to millions of customers, but do not want to add more inbound call center staff to handle the load. Using waves, you can phase the delivery of treatments over any time delay (in hours or days) you need. Creating and Testing Campaign Load Formats Campaign load formats define the way campaign-related data is copied from a marketing data source into the Siebel transactional database for launching a campaign. You must define campaign load formats for your marketing data sources before you can use Siebel Business Application Integration (EAI) technology to import this information. For example, contact information such as first and last name, phone number, and email address can be brought into the Siebel database during campaign load only if you define campaign load formats for this data. The Campaign Load workflow process is used to manage the load process. Creating and testing of Campaign is done Siebel Administrators or Business Users. Marketing team just then loads’ these campaign. Creating Campaign Load Formats Before you begin creating campaign load formats, make sure the subject area in the Business Intelligence Administration Tool includes the required fields to load new customers and execute your campaigns. For example, if you are loading contact data, you must verify that the Subject Area used for the Campaign Load Format includes Contact First Name, Middle Name, Last Name, and so on. Creating campaign load formats requires that you complete the following tasks that are described in this section:  Create a campaign load format and add columns. Campaign load formats have columns that are always required, regardless of the type of customer data such as contacts, accounts, or prospects being loaded.  Enable system data expressions for required columns. Several of the required Campaign Contact columns must be populated with values that are determined by the list generation process at run time. To accomplish this, you set up the Campaign Contact columns to use system data expressions.  Supply Integration Ids. Every campaign load format requires an integration ID (referred to as Key 1) that supplies the enterprise-wide ID representing that customer. For example, most corporate data warehouses already have unique customer Ids assigned as the enterprise customer ID. Campaign load expects this column to be included in the campaign history.  Requalify list results against original criteria. The members of the campaign load file must be evaluated against the segment criteria when generating the campaign load file. This optionPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 193. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only limits the information in the list file only to members of the segment (and any Qualified List Items constrained on the segment tree). There is no need to reload the campaign as it picks up the changes in the people who are added to the segment when the campaign is launched.  Set options, headers, and footers for campaign load formats. In the header, you can add an integration object name but you must not add a system data expression. To create a campaign load format and add columns 1. Using one of the following methods, navigate to the List Designer start page: In the Siebel Marketing application, navigate to Administration - Marketing screen > List Formats. If you log in to the Marketing module directly, click the Marketing screen tab and then click Create a List Format. 2. From the list of Subject Areas on the right, select a subject area that includes the required columns for your campaign load format. The application provides some subject areas for this purpose, including the following: Campaign Load - Contacts Campaign Load - Accounts Campaign Load - Prospects NOTE: Your administrator may have added additional subject areas. 3. Expand the folders in the selection panel and click each column name to add it to the format. 4. Verify that you have included the required columns for each integration object and integration component, based on the type of party being loaded (contacts, accounts, or prospects). NOTE: The column label must exactly match the field name of the integration component in the Siebel enterprise application repository (siebel.srf).  To rename a column label that does not exactly match the field name of the integration component, click the properties button.  Select the Custom Headings option. If you use one of the standard subject areas listed in Step 2, the column names matches the field names in the integration components in the Siebel enterprise application.  Enter the necessary table and column heading. The table heading must match the integration component name and the column heading must match the field name. 5. Select the following required columns to add them to the campaign load format:  From the Contact folder, add the Person UId column.  From the Campaign Contact folder, add the following columns: Campaign Id, Segment Id,Load Number, Token Number, Scalability Batch Number, and Treatment Id. NOTE: The Treatment Id column is an external key, and is now a required column. Depending on your upgrade history and system configuration, your current list formats may not include this column. If this is the case, add a System Data Expression for Treatment Id to the Business Intelligence Web configuration files and add this expression as a column to your Campaign Load list formats.Practice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 194. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only Table shows the mappings used in the preconfigured reports. Type of Party Key Party Id Map to this Column Id Contacts Key 1 Contact Id Contact.ROW_ID Accounts Key 1 Contact Id Contact.ROW_ID Accounts Key 2 Account Id Account.ROW_ID Prospects Key 3 Prospect Id Prospect.ROW_ID To enable system data expressions for required columns 1. Click the properties button on the column. 2. In the dialog box, first click the Custom Headings check box. This makes sure the table and column name are not changed when you modify the formula in Step 3. 3. Clear the current formula from the Column Formula box. 4. Place your cursor in the Column Formula box, then click the Available System Data link. 5. Select the appropriate system data expression from the following list: Column Corresponding System Data Expression Campaign Id Campaign Id Load Number Load Number Scalability Batch Number Email Batch Number Segment Id Segment Id Token Number Token Number Treatment Id Treatment Id 6. The expression is added to the formula. For example, the Campaign ID column would show the following formula: 7. @{campaignID}{0} 8. NOTE: If you get an error message in the Formula dialog box, ignore the error. 6. Click OK. To assign integration IDs 1. Choose the Column from the Subject Area that provides the Integration ID for the Contacts Target Level. 2. Select the column in the right pane. 3. Click the formula button in the column. 4. Check the Custom Headings box. 5. Delete the existing formula and replace it with the appropriate value from Table 8. 6. Click OK. To requalify list results against original criteria 1. In the Columns view, in the Filters pane, select the following check box: Re-qualify list results against original segment criteria 2. The following line is automatically added to the filter criteria: Re-qualified against original segment criteriaPractice Leader CRM & MDM, GDC Author : Dinesh Chandrasekar dinwin@hotmail.com
  • 195. Confidential Hitachi Consulting CxM Practice For Internal Circulation Only To set options, headers, and footers for campaign load formats 1. Click the Options tab and select the following o