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Transcript of "03 workflow"
1. Technical Functionalities Copyright © 2011, Oracle. All rights reserved.
Siebel Web Architecture Overview • At a high level, the Siebel architecture consists of: – Siebel Web clients that access the business data – A Web server that handles interactions with the Web clients – Servers that manage the business data and provide batch and interactive services for clients – A database and file system that store business data Siebel SWSE Clients Web Server Siebel Gateway Enterprise Name Server Siebel Server(s) More Database Siebel File Server System 3-2 Copyright © 2011, Oracle. All rights reserved.Siebel Web Architecture Overview Reference: "Siebel Enterprise Server Architecture" in the Siebel System Administration Guide. Diagram: The diagram shows a variety of Siebel clients on the left, including a cellular telephone, desktop, PDA, and laptop. The PDA and laptop have local databases. In the middle is a Siebel Web server with the Siebel Web Server Extension installed, then a set of Siebel Servers labeled an Enterprise, and then a database server next to the Siebel File System. Finally, to the right is the Siebel Gateway Name Server. The cell phone and desktop are shown connecting to the Web server, while the PDA and laptop are shown connecting to the database server, with a dotted line between them and the Siebel Servers. The Siebel Web server is also connecting to the Siebel Servers, which are connecting to the database server, the Siebel File System, and (using a dotted line) to the Siebel Gateway Name Server. Details of this diagram will be discussed over the next few slides, and the diagram will be repeated with different areas highlighted. Siebel CRM 8.1.x 3 - 2
Example: Sample Deployment External Internal Mobile Web clients access Web Clients Web Clients Web Clients and display the Internet Internet business data Firewall Web Server Load Balancing Siebel Remote Web Synchronization External Applications Servers with SWSE Web servers with the SWSE Firewall extension distribute requests to Siebel Server Load Balancing the Siebel servers External Data Siebel Siebel Siebel Gateway Remote Servers Name Siebel Server EIM AOM AOM AOM AOM Siebel Tools Siebel Siebel Database Servers Gateway Siebel Siebel Siebel Siebel Name Server Siebel Configurator Communications Workflow EAI stores File Server System configuration Siebel Enterprise Server information 3-3 Copyright © 2011, Oracle. All rights reserved.Example: Sample Deployment AOM: Application Object Managers, used to manage user sessions in the Enterprise. EIM: Enterprise Integration Manager, used to import and export data to and from an external source. LAN Requirements: When on separate machines, the Siebel Server(s) should have a high-speed LAN connection to the database server. Siebel CRM 8.1.x 3 - 3
Automating Business Processes in Siebel Applications • A business process is a series of activities executed to achieve a business objective • Siebel applications support automating some steps in a company’s business processes – Can automate one or multiple steps in a business process • Automation can result in: – Consistency in execution – Better performance – Enforcement of best practices Customer Request Receive Start Business service Assistance process Service Agent Generate Investigate Provide Manage new SR resolution response Critical SRs 3-4 Copyright © 2011, Oracle. All rights reserved.Automating Business Processes in Siebel Applications Reference Bookshelf’s Siebel Business Process Framework: Workflow Guide Diagram The diagram shows an example business process, which specifies how a service request is handled. Siebel CRM 8.1.x 3 - 4
Automating Business Processes in Siebel ApplicationsUsing capabilities such as: • Workflow Processes – Automates steps in a business process • Tasks – Guides users through a series of views to complete a step in business process • iHelp – Use iHelp for assistance with complex procedures • Assignment Manager – Automates assignment of data (such as opportunities and service requests) to the desired people3-5 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 5
Automating Business Processes with Siebel Workflow • Siebel Workflow is a general purpose facility for automating steps in a business process • Workflow is a graphic "language" for executing business process steps Step with Customer Request workflow Start service potential What the Service Agent company Generate Examine Manage does new SR Conditions Critical SRs What Siebel Workflow automates 3-6 Copyright © 2011, Oracle. All rights reserved.Automating Business Processes with Siebel Workflow Diagram The diagram depicts how Siebel Workflow can be used to automate one or more steps in a companys business process. The top half shows the business process for handling Service Requests (SRs), while the bottom half shows a workflow process for automating the Manage Critical SRs step in the business process. Siebel CRM 8.1.x 3 - 6
Siebel Workflow Process • Is an ordered set of steps executed in response to a defined set of conditions • Is used to automate parts of a business process in a Siebel application • Can be used as a solution to a business requirement – Example Requirement: — If an open SR’s Severity is critical for two hours, update the SR’s priority to ASAP, and notify the service manager via email – Workflow Implementation: Workflow Process3-7 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 7
Workflow Designer • Workflow processes are created Siebel Tools’ Workflow Designer – Contains workspace and property windows, and a palette Right-click to open Workflow Designer Workspace for designing Workflows Properties of Palette of selected step workflow steps 3-8 Copyright © 2011, Oracle. All rights reserved.Workflow Designer Diagram The screenshot shows Siebel Tools Workflow Designer. To view a workflow in the Workflow Designer: • Select Workflow Process in the OE • Query for the workflow process in the list editor • Right-click the workflow definition and select Edit Workflow Process. The Workflow Designer includes a palette of workflow steps and connectors and a design pane, where steps can be dragged and dropped. The Properties window can be used to configure the steps. Siebel CRM 8.1.x 3 - 8
Basic Workflow Process Steps • Every workflow process must have Start and End steps – Start provides an entry point into the workflow – End specifies when a process is finished • A Decision Point step provides branching capability • A connector links steps and can contain branching logic • A Siebel Operation step inserts, updates, or queries BC records • A Business Service step runs a small program Decision Point Connector Siebel Business Operation Service 3-9 Copyright © 2011, Oracle. All rights reserved.Basic Workflow Process Steps Diagram The diagram shows a workflow process as it appears in the Workflow Designer. The workflow has several basic workflow step types, each with its own color and shape: • Start and End: all workflows have these steps • Decision Point: used to branch • Connector: link steps and can have branching conditions • Siebel Operation: inserts, updates, or queries records • Business Service: executes a program. Siebel CRM 8.1.x 3 - 9
Branching • Is specified on one or more Connectors – Can be specified on a connector following any step that can have multiple branches — Start Step, Decision Step, User Interact Step – Example: Follow this branch if the Severity field = 1-Critical in the BC called Service Request Branching conditions are attached to this connector 3 - 10 Copyright © 2011, Oracle. All rights reserved.Branching Diagram This diagram shows the workflow seen in earlier slides and highlights the connector labeled Severity Critical. Branching conditions are attached to connectors immediately following a Decision Point step. Siebel CRM 8.1.x 3 - 10
Siebel Operation Step • Performs operations on a business component: – Insert, Update, Delete, Query — Example: Update the SR’s Priority to ASAP Updates the Service Request BC 3 - 11 Copyright © 2011, Oracle. All rights reserved.Siebel Operation Step Diagram The screenshot shows the same workflow seen earlier in the Workflow Designer. The Siebel Operation step labeled Priority ASAP is selected, and its properties appear in the Properties window to the left of the Design pane. Two properties are highlighted: Business Component = Service Request and Operation = Update. Siebel CRM 8.1.x 3 - 11
Siebel Business Service Step • Runs a Siebel-supplied or custom business service – A business service is a small program that can be reused — Consists of a set of “methods” that specify the action to take — The method invoked is based on the step’s Business Service Method property – Enables business logic to be executed repeatedly in multiple contexts, for example: — Send a notification email to the service agent who owns this SR — Some other examples include calculating shipping costs and taxes, performing a credit check, and performing email services Business service step 3 - 12 Copyright © 2011, Oracle. All rights reserved.Siebel Business Service Step Diagram The screenshot shows the same workflow seen earlier in the Workflow Designer. The Business Service step labeled Send Email is identified. Siebel CRM 8.1.x 3 - 12
Additional Workflow Steps • Siebel workflows may contain additional types of steps – A Sub Process invokes another workflow process — Can nest workflow processes – A User Interact step navigates to a view and waits for user activity – A Wait step pauses the workflow for a specified period of time before proceeding – A Task step invokes a Siebel task (Task UI) – Error Handling — A Stop step halts the workflow process instance if a predefined exception occurs — An Error Exception connector handles system and user-defined errors 3 - 13 Copyright © 2011, Oracle. All rights reserved.Additional Workflow Steps User Interact Steps User Interact steps are unnecessary in many workflows: instead, Task steps can be used to guide user navigation. Siebel Task UI is covered in a subsequent lesson. Siebel CRM 8.1.x 3 - 13
Invoking a Workflow Process A workflow process can be invoked by: • Workflow policies • Run-time events • Custom controls Workflow Workflow Run-time Run-time Custom Custom Policy Policy Events Events Control Control3 - 14 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 14
Workflow Policy • Is a defined set of conditions and actions – Actions are executed when conditions are met – All policy conditions must be satisfied to invoke action • Is typically used to monitor conditions over time • Does not prevent the user from continuing Workflow Workflow Policy Policy If all conditions Duration == 2 hours Duration 2 hours . . . then are met. . . execute actions Conditions: Conditions: Actions: Actions: --Service Request Status = Open Service Request Status = Open --Invoke the Urgent SR workflow Invoke the Urgent SR workflow --Service Request Severity = Critical Service Request Severity = Critical process process 3 - 15 Copyright © 2011, Oracle. All rights reserved.Workflow Policy Monitoring Conditions Over Time Workflow in Siebel applications monitors conditions over time by periodically "waking up" and checking to see what read/write activity has occurred in certain parts of the database. Depending on how frequently a workflow checks this read/write activity, there could be a delay before the workflow actually runs. This frequency can be adjusted by the administrator. Diagram The diagram shows the relationships between workflow policies, conditions, and actions. A workflow policy has one or more actions and one or more conditions. If all the conditions for a workflow policy are met, then all of the policys actions are executed. The example shows a workflow policy with duration (period) = two hours. Its conditions are: • Service Request Status = Open • Service Request Severity = Critical Its action is: invoke the Urgent SR workflow process. Siebel CRM 8.1.x 3 - 15
Run-Time Events • Are a mechanism that allows customer-configured processing to be triggered by user activity • Consist of: – A specification of some user activity such as: — Record being updated — Navigating to or from an applet – The resultant processing: — Execution of a workflow process — Calls to one or more business services — Known as an action set • Example: when a Service Request is saved, execute a workflow to handle high priority Service Requests 3 - 16 Copyright © 2011, Oracle. All rights reserved.Run-Time Events Run-time events were introduced as part of Siebel Personalization and are described in Bookshelf’s Siebel Personalization Administration Guide, “Tracking Run-Time Events”. Siebel CRM 8.1.x 3 - 16
Custom Controls • User explicitly clicks a custom button or menu item to invoke the workflow • Example Requirement – Add a button to the SR form so the user can click to notify of a change to Critical status Custom control invokes a workflow 3 - 17 Copyright © 2011, Oracle. All rights reserved.Custom Controls Diagram The screenshot shows an applet with a custom control: a button labeled "Send Critical Notification". A workflow process will be executed when the button is clicked. Siebel CRM 8.1.x 3 - 17
Workflow Scenarios • Can be addressed by one of the three invocation methods: – Workflow Policy — Send out welcome letters at the end of the day to all new accounts that were created that day — Send an email alert to the manager when SR Status = Critical for more than one hour – Run-time Events — Send out a welcome email immediately when a new account is created — Send an immediate email alert to the manager when SR Status is set to Critical – Custom Control — Click Send Info (a new button) on the Account screen to send account summary to the team lead3 - 18 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 18
Siebel Task UI • Uses a wizard-like interface to guide users through steps in a task – Consists of a sequenced set of views, each of which collects a small set of relevant data from the user • Extends business process automation to the UI layer 3 - 19 Copyright © 2011, Oracle. All rights reserved.Business Solution: Siebel Task UI Siebel Task UI extends business process automation to the UI layer as Task UI allows developers to build tasks that direct users through a series of task views in a prescribed order. Siebel Task UI also replaces the use of Interactive Workflows. Siebel CRM 8.1.x 3 - 19
Features of Siebel Task UI • Task UI supports: – Forward and backward navigation through a sequence of views — Allows for a set of records to be reviewed and corrected prior to completion of the task – Branching based on user input – Pausing and resuming tasks if users are interrupted — An instance of the partially completed task is saved in the user’s universal inbox — Context and all data are maintained — Task is resumed from the universal inbox – Transfer of paused tasks to other users 3 - 20 Copyright © 2011, Oracle. All rights reserved.Features of Siebel Task UI Task UI Task UI refers to both the wizard-like style of the user interface as well as to the underlying Task UI framework that consists of the development, run-time, and administrative features that support this type of user interface Task The term task (in the context of Siebel Task UI) refers in general to a unit of work to be performed by a user as part of larger business process. The term task is also used to refer to a specific task developed using the Task UI framework. Bookshelf uses the term "task UI" to refer to a task as created by a developer. This course uses the term task. Reference “Overview of Siebel Task UI” in Siebel Business Process Framework: Task UI Guide Siebel CRM 8.1.x 3 - 20
Using Task UI • Click the Task button to expose the task pane – Displays links to tasks that can be invoked in the current application context Task button Task pane Task group (a collection of related tasks) Task link 3 - 21 Copyright © 2011, Oracle. All rights reserved.Using Task UI Task Group A task group can be associated with a specific view or can be configured to appear in all regular views. An individual task is also assigned to a responsibility and a task link will appear only for users with the corresponding Responsibility. Diagram The screenshot shows the Contact Detail - Activities View on the right. The task pane on the left is highlighted, as is the Task button (which is a check mark on a clipboard) on the application toolbar. The task pane displays several tasks that can be invoked through a task link. The picture also shows several task groups. Siebel CRM 8.1.x 3 - 21
Invoking a Task • Click the link for the desired task – A task view replaces the standard Siebel view – The task pane displays the other views in the task — Provides context for the overall task • Enter data in fields in the first view • Click Next to proceed to subsequent views Click Next to proceed Task pane shows current position in task Enter data 3 - 22 Copyright © 2011, Oracle. All rights reserved.Invoking a Task Reference “Siebel Task UI Interface Elements” in Siebel Business Process Framework: Task UI Guide Diagram The screenshot shows the Create a Contact task in progress. The task pane displays task steps, with the current step highlighted. On the right is a task view, which presents a simplified form to enter Contact information. Several buttons are visible in the upper right of the task view: Pause, Next, and Cancel. (Previous is grayed-out, because this is the first step in the task.) Siebel CRM 8.1.x 3 - 22
Invoking a Task • Task views are typically characterized by: – A small number of fields in each applet in the view – A set of navigation buttons (the playbar applet) located above and/or below the applets – Absence of navigation options such as view tabs and hyperlinks Playbar applet Task view Small number of related fields 3 - 23 Copyright © 2011, Oracle. All rights reserved.Invoking a Task Diagram The screenshot shows the same task as the previous slide. This picture identifies the task view and the playbar applet, which is the set of buttons in the upper right. Siebel CRM 8.1.x 3 - 23
Progressing Through a Task • Enter data in each subsequent view • Click Next to proceed • Click Previous to return to the prior view to inspect or modify previously entered data Task views in a chapter are listed as the user navigates to the view 3 - 24 Copyright © 2011, Oracle. All rights reserved.Progressing Through a Task Task Chapter A task chapter is an optional grouping of sequential task steps. When task chapters are configured, only the task chapters are shown at first in the task pane. When a user reaches a task step in a task chapter the chapter is expanded and all the steps in that chapter are then displayed. Task chapters provide a mechanism for showing the high-level flow. Diagram The screenshot shows how a task is divided into chapters. The Create a Contact task is currently in the Next Steps chapter, which has two views (Pick an Option and Add Activity to Contact). Siebel CRM 8.1.x 3 - 24
Branching in a Task • Tasks can branch based on data the user inputs – Example: branching based on lead quality of an opportunity • Some views may explicitly present the user with a choice about the next step to be executed – Select the desired activity and click Next User makes a selection 3 - 25 Copyright © 2011, Oracle. All rights reserved.Branching in a Task Diagram The screenshot shows an example of branching in a task. The user selects an option from a radio button list: Create an Activity, Associate an Account, Manage Contact Team, or Review and Submit Contact. The task flow will branch based on the users selection. Siebel CRM 8.1.x 3 - 25
Pausing a Task • Click Pause to suspend task activity – All data and context is retained – A link to the paused task is added to the user’s Inbox • Navigating outside the task view implicitly pauses a task – For example, clicking a screen tab or the site map button Inbox 3 - 26 Copyright © 2011, Oracle. All rights reserved.Pausing a Task Diagram The screenshot illustrates pausing task execution. The user clicks the Pause button. The paused task is stored in the user’s Inbox (Inbox > My Inbox Items). Siebel CRM 8.1.x 3 - 26
Resuming a Task • Click the link in the Inbox to resume the task – Task resumes exactly where it was paused Inbox Task view reappears 3 - 27 Copyright © 2011, Oracle. All rights reserved.Resuming a Task Users can navigate to their Inbox by clicking the link at the bottom of the task pane. They can also use the site map to navigate to the Inbox. Diagram The screenshot shows how to resume a paused task. The user clicks on the tasks Name in his or her Inbox and a task view will reappear. Task resumption starts at the point in the task flow where the user paused. Siebel CRM 8.1.x 3 - 27
Completing a Task • Review the data if a final summary view is provided • Click Submit or Finish to complete the task – Commits all remaining uncommitted data to the database • Task view closes and previous standard view is displayed 3 - 28 Copyright © 2011, Oracle. All rights reserved.Completing a Task Diagram The screenshot shows how to complete task: click Submit in the playbar applet. Siebel CRM 8.1.x 3 - 28
Task Designer • Siebel Tools includes a Task Designer used to create, examine, and modify Siebel tasks – Contains a palette, workspace, and property windows Property window (displays Workspace for properties of editing task flows selected item) Palette of task steps Multi value property window (displays properties of child object definitions of selected item) 3 - 29 Copyright © 2011, Oracle. All rights reserved.Task Designer Diagram The screenshot shows Siebel Tools Task Designer. It is very similar to the Workflow Designer. Both have a palette of steps and a workspace for editing the workflow/task flow. The Multi Value Property window is displayed below the design workspace. Siebel CRM 8.1.x 3 - 29
Task Flow • Is an ordered set of steps in a task that: – Displays a sequence of views to users – Enables users to create and modify records 3 - 30 Copyright © 2011, Oracle. All rights reserved.Task Flow Diagram The screenshot shows a task flow in the Task Designer. The task flow closely resembles a workflow, but it uses a step type that is unavailable in workflows: Task View steps. Siebel CRM 8.1.x 3 - 30
Task Flow Steps • Task flows contain a variety of types of steps Task View step: displays a task view to the user Decision Point step: Siebel Operation step: allows branching in a operates on a task flow business component Subtask step: Invokes a subtask 3 - 31 Copyright © 2011, Oracle. All rights reserved.Task Flow Steps Reference Bookshelfs Siebel Business Process Framework: Task UI Guide, "Defining Steps and Connectors". Diagram The screenshot shows a complex task flow in the Task designer. The task flow has some familiar step types: • Decision Point • Siebel Operation The green Task View step displays a task view to the user. Yellow Subtask steps allow a task to invoke another task. Siebel CRM 8.1.x 3 - 31
Tasks and Workflow Processes • A workflow process can invoke a task – Invokes a Task step in the workflow process • A task can invoke a workflow process Task step in a workflow process 3 - 32 Copyright © 2011, Oracle. All rights reserved.Tasks and Workflow Processes Diagram The screenshot shows the Workflow Designer, which is displaying a workflow process. The workflow contains a Task step. Siebel CRM 8.1.x 3 - 32
iHelp • Provides optional context-sensitive guidance for end users – Text instruction in step format with embedded navigation links iHelp item iHelp pane provides step-by-step instructions for common tasks 3 - 33 Copyright © 2011, Oracle. All rights reserved.iHelp Diagram The screenshot shows the Create a New Account iHelp item on the left side of the client UI. A link to this iHelp item appears on the Accounts Home Page. Siebel CRM 8.1.x 3 - 33
iHelp Components • An iHelp item may include – Navigable links to the views being discussed – Links to external sites Clicking the view link here. . . . . .causes the view to display 3 - 34 Copyright © 2011, Oracle. All rights reserved.iHelp Components Diagram The screenshot shows an iHelp step on the left with a navigation link to the My Accounts view. Clicking the iHelp link navigates the user to the view (shown on the right). Siebel CRM 8.1.x 3 - 34
iHelp Components • An iHelp item may include steps and sub-steps • Many steps can be expanded to show detailed instructions Click the arrow to expand instructions 3 - 35 Copyright © 2011, Oracle. All rights reserved.iHelp Components Diagram The screenshot shows how the curved arrow beneath some iHelp steps can be clicked to expand that step’s instructions. Siebel CRM 8.1.x 3 - 35
iHelp Locates Controls • Guides a user by highlighting controls in the view being supported – Fields and buttons in iHelp text may be highlighted 3 - 36 Copyright © 2011, Oracle. All rights reserved.iHelp Locates Controls Diagram The screenshot shows how an iHelp item can highlight controls to guide a user. The iHelp step asks the user to set an Account’s Name, Site, Main Phone #, and Main Fax #. These fields are highlighted in yellow in the form applet by iHelp. Siebel CRM 8.1.x 3 - 36
iHelp Designer • Represents an iHelp item’s flow and steps graphically Graphical representation of the Drag and drop steps iHelp item’s flow 3 - 37 Copyright © 2011, Oracle. All rights reserved.iHelp Designer Diagram The screenshot shows an iHelp item in the iHelp pane and in the iHelp Designer. The top applet in the designer specifies the iHelp item. The Designer applet allows an iHelp developer to drag and drop iHelp steps and modify step properties. Each box in the iHelp flow corresponds to a numbered iHelp item. Siebel CRM 8.1.x 3 - 37
iHelp Designer • iHelp step attributes are shown in iHelp Designer’s child applet – Other data for a step are viewable via the tree applet 3 - 38 Copyright © 2011, Oracle. All rights reserved.iHelp Designer Diagram The screenshot shows the iHelp designer. An explorer view below the Designer applet on the left allows the developer to add additional step data, such as branches, field and button highlights, substeps, and translations. The applet to the right of the explorer applet provides editable data on the selection in the explorer applet. Siebel CRM 8.1.x 3 - 38
Siebel Assignment Manager • Allows companies to assign business data to the most appropriate positions, people, and organizations • Assignment of data affects: – Visibility of data – Responsibility for the data according to a company’s business needs — A Sales representative gets responsibility for managing an Opportunity and converting it to a revenue-producing order — A Service representative assumes responsibility for closing a Service Request • Siebel Assignment Manager consists of: – Administrative functionality to define assignment rules – Server components to automatically assign business data according to the rules 3 - 39 Copyright © 2011, Oracle. All rights reserved.Business Solution: Siebel Assignment Manager Assignment Manager is documented in Bookshelf’s Siebel Assignment Manager Administration Guide. Siebel CRM 8.1.x 3 - 39
Assignment Rules • Assignment Manager uses assignment rules to assign data – Rules assign one or more candidates to assignment objects based on one or more criteria Skills Expertise Criteria Availability Workload Territory Assignment Objects … Candidates Accounts Campaigns Service Requests Employees Assignment Product Defects Positions Opportunities Manager Organizations Activities … 3 - 40 Copyright © 2011, Oracle. All rights reserved.Assignment Rules Creating assignment rules and configuring Assignment Manager is covered in detail in Bookshelf’s Siebel Assignment Manager Administration Guide, as well as the Siebel 8.1 Business Automation course. Refer to http://education.oracle.com for class details and schedule. Diagram The diagram shows the major components of an assignment rule: • Assignment Objects • Criteria • Candidates. These components are described in subsequent slides. Siebel CRM 8.1.x 3 - 40
Assignment Objects • Assignment objects identify the type of data being assigned • Several assignment objects are pre-configured in the as- delivered application – Examples: — Account — Contact — Service Request3 - 41 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 41
Assignment Candidates • Candidates are instances of entities that data can be assigned to: – Position – Employee – Organization • Examples of candidates: – Accounts can be assigned to both positions and organizations – Activities can be assigned to employees – Service Requests can be assigned to both employees and organizations • Types of candidates must be consistent with the allowed access control mechanisms for the object 3 - 42 Copyright © 2011, Oracle. All rights reserved.Assignment Candidates The allowed access control mechanism for a business component is configured through the creation of BusComp View Mode, a child object type of Business Component. A BC’s view mode can be: • Person • Position • Organization • Group • Catalog Category. A BC can support multiple view modes. For example, Opportunity ownership is determined by Position and Organization. Siebel CRM 8.1.x 3 - 42
Assignment Criteria • Criteria express conditions that must be satisfied for data to be assigned – Are expressed in terms of attributes of objects and/or candidates – Examples: — Account State = CA — Account Product = a product that candidate has expertise for • Rules often include multiple criteria 3 - 43 Copyright © 2011, Oracle. All rights reserved.Assignment Criteria You can use Siebel Tools to extend the attributes available for use in assignment rules by configuring Assignment Attribute and Assignment Criteria object definitions. These two object types and their child types allow you to create attributes for use in assignment rules and complex criteria. These object definitions link to an Assignment Object definition to make the attributes and criteria available for that assignment object. For information on configuring these objects, see Bookshelf’s Siebel Assignment Manager Administration Guide, “Basic Assignment Manager Configuration”. Siebel CRM 8.1.x 3 - 43
Administering Assignment Rules • Assignment rules are created and administered using the Siebel Web Client – Are not part of the Siebel repository – Are not compiled into the .srf file – Can be deployed during run time 3 - 44 Copyright © 2011, Oracle. All rights reserved.Administering Assignment Rules Administration of Assignment Rules The assignment objects available are dependent on object definitions in the Siebel repository, as is the availability of assignment object attributes. The primary point of this slide is that assignment rules are administrative data and users do not require Siebel Tools to create and maintain rules. Navigation Assignment rules are defined in Administration - Assignment > Assignment Rules List. Diagram The screenshot shows the Administration - Assignment > Assignment Rules List view. The Assignment Rules List applet shows two rules: AUT SR Rule, which assigns Service Requests, and AUT Sales Rule, which assigns Opportunities. Siebel CRM 8.1.x 3 - 44
Assignment Manager Examples Example scenarios for Assignment Manager: • Assign accounts based on sales region • Assign service requests based on skill3 - 45 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 45
Scenario 1: Assign Accounts by Sales Region • ABC Company assigns accounts to its sales organization – Makes account data visible within the organization • ABC Company also assigns accounts to its sales reps by sales region – Opportunities in the Western Region (CA, OR, WA) are assigned to the Sales Rep – West position – Opportunities in the Eastern Region (CT, MA, NJ, PA) are assigned to the Sales Rep – East position BAF Sales Organization BAF VP Sales - US Pat BAF Sales Rep – West BAF Sales Rep – East Alex Janet 3 - 46 Copyright © 2011, Oracle. All rights reserved.Scenario 1: Assign Accounts by Sales Region Diagram The diagram shows an organizational chart for the BAF Sales Organization. The positions shown are BAF VP Sales - US (Pat) and two subordinate positions, BAF Sales Rep - West (Alex) and BAF Sales Rep - East (Janet). Siebel CRM 8.1.x 3 - 46
Rule to Assign Accounts by Sales Region • The assignment rule includes: – Candidates (desired organization and positions) – Criteria for determining region to assign the account Rule: BAF Assign East Accounts Object: Account Candidates: Position candidate BAF Sales Rep – East Organization candidate BAF Sales Organization Criteria: Account State is one of Rule applies when CT,MA,NJ, PA 3 - 47 Copyright © 2011, Oracle. All rights reserved.Rule to Assign Accounts by Sales Region Diagram The diagram shows the components of the BAF Assign East Accounts assignment rule: • Assignment Object: Account • Candidates: BAF Sales Rep - East (position candidate) and BAF Sales Organization (organization candidate) • Criteria: Account State is one of CT, MA, NJ, PA. Siebel CRM 8.1.x 3 - 47
One Rule Per Sales Region • A separate rule is required for each sales region Rule: BAF Assign West Accounts Rule: BAF Assign East Accounts Object: Account Object: Account Candidates: Candidates: BAF Sales Rep – West BAF Sales Rep – East BAF Sales Organization BAF Sales Organization Criteria: Account State is one of Criteria: Account State is one of CA,OR,WA CT,MA,NJ, PA This rule applies when This rule applies when 3 - 48 Copyright © 2011, Oracle. All rights reserved.One Rule Per Sales Region Territory is another name for sales region. Formally, a territory is a collection of Accounts, Contacts, and/or Assets that is managed by a team of positions. Most often a territory is based on a geographical area such as states. Diagram The diagram shows two assignment rules: one per sales region. BAF Assign West Accounts assigns accounts when Account State is one of CA, OR, or WA. BAF Assign East Accounts assigns accounts when Account State is one of CT, MA, NJ, or PA. The rules also have different positions candidates. Siebel CRM 8.1.x 3 - 48
Candidates for Rules • Candidates are listed in Candidates views – Employee Candidates, Position Candidates, Organization Candidates Assignment Rule Position Candidate 3 - 49 Copyright © 2011, Oracle. All rights reserved.Candidates for Rule Diagram This screenshot shows the Assignment Rule detail applet on top and the Position Candidates list below. The candidates view tabs are highlighted: Employee Candidates, Position Candidates, and Organization Candidates. The Position Candidates for the BAF Assign East Accounts shows a single position: BAF Sales Rep - East. Siebel CRM 8.1.x 3 - 49
Criteria for Rules • Account States for each rule are listed in the Criteria view Account State must match a value in this list 3 - 50 Copyright © 2011, Oracle. All rights reserved.Criteria for Rules Diagram The screenshot shows the rule Criteria applet. The criterion shown compares a list of states shown in the bottom to account records. If the account has a matching Account State, then the record is assigned to a rule candidate. Siebel CRM 8.1.x 3 - 50
Scenario 2: Assign Service Request to Skilled Agents • ABC Company assigns service requests to employees with the correct skills to resolve them – Skills are properties that reflect the candidate’s abilities in various areas such as: — Product expertise — Installation and upgrade skills — Languages Service Organization VP Service Chris (no skill) Service Agent 1 Service Agent 2 Service Agent 3 Craig Ellen Jack (Network) (CPUs) (Power supplies) 3 - 51 Copyright © 2011, Oracle. All rights reserved.Scenario 2: Assign Service Request to Skilled Agents Diagram The diagram shows a position hierarchy used in the second scenario. The Service Organization position hierarchy has four positions: • VP Service (Chris): the top of the position hierarchy; no skills • Service Agent 1 (Craig): reports to VP Service; network expertise • Service Agent 2 (Ellen): reports to VP Service; CPU expertise • Service Agent 3 (Jack): reports to VP Service; power supplies expertise. Siebel CRM 8.1.x 3 - 51
Assign Service Request to Skilled Agents Rule • Rule includes: – Criteria for assigning request — Employee skill matches the area of the service request – Candidates to be considered — Can list select employees or consider all available employees Rule: Assign Service Request Object: Service Request Candidates: Employee candidates All service agents Rule applies when Criteria: Candidate’s product skill = a product associated with the Service Request 3 - 52 Copyright © 2011, Oracle. All rights reserved.Assign Service Request to Skilled Agents Rule Diagram The picture shows the Assign Service Request view. It has the following components: • Assignment Object: Service Request • Candidates: All service agents • Criteria: Candidate’s Product skill = a product associated with the SR. Siebel CRM 8.1.x 3 - 52
Other Assignment Scenarios • Assignment rule criteria can be based on factors such as: – Candidate attributes — Example: Languages spoken by a call center agent – A candidate’s workload — Example: Do not assign any service requests to a candidate who has 20 or more open service requests – Assignment object attributes — Example: Assign all opportunities with revenue > $10,000 and sales stage not equal to Lost or Closed • A rule may incorporate multiple criteria – Assignment Manager allows you to define weights for multiple criteria and score candidates3 - 53 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 53
Running Assignment Manager • Assignment Manager can be invoked in three modes – Batch Assignment: can be used to submit batches of data for one-time assignment or reassignment — Example: A trade show generates many new leads (Opportunities); use batch mode to assign them to sales reps – Dynamic Assignment: invokes Assignment Manager to assign data in real time as records are created or modified — Example: New service requests are dynamically assigned as they are created – Interactive Assignment: Can be used to manually assign candidates in real time — Enabled for Service Request and Activity assignment objects — Assignment Manager presents a list of scored assignment candidates3 - 54 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 54
Lesson Highlights • Siebel Web Architecture • Siebel Workflow provides a way to automate business process activities • A workflow process is an ordered set of steps executed in response to a defined set of conditions • Siebel task UI is a wizard-like interface that guides users through steps in a task • Siebel iHelp Provides optional context-sensitive guidance for end users • Assignment Manager assigns data by considering Assignment Objects, Candidates, and Criteria3 - 55 Copyright © 2011, Oracle. All rights reserved. Siebel CRM 8.1.x 3 - 55