Essencials<br />Arquitecture.<br />Clients Access.<br />Setup & Configurations.<br />1<br />
Account<br />Account<br />Opportunity<br />Product<br />Contact<br />Business Objects Relate Business Data<br />Abusiness ...
Database<br />Server<br />Siebel Web Architecture Overview<br /><ul><li>At a high level, the Siebel architecture consists of:
A relational database and file system that store business data
Servers that manage the business data and provide batch and interactive services for clients
Web clients that access the business data</li></ul>Web Server<br />Siebel Servers<br />SiebelFile System<br />3<br />
   Capas<br />     Web Server<br />Siebel Web Server Extension (SWSE)<br />Browser<br /><ul><li> Ventana al cliente de Sie...
 Identifica requerimientos para Siebel Server.
 Pasa HTML completas para el Browser.
 Reconoce las URL´s requeridas.
 Enlaza con el componente Siebel Server adecuado.
 Publica imágenes en el Web Server.
 Descarga imágenes en paralelo.</li></ul>Image Cache<br />Name Server:<br /><ul><li> Controla el acceso al Enterprise Server.
 Registra los componentes disponibles.
 Asigna trabajo a los componentes requeridos por SWSE.
 Almacena def. de comps., parámetros, info de conexs. (Siebelns.dat)</li></ul>ConectionBrokering:<br /><ul><li> Requerimie...
Balance de Cargas de Trabajo (Resonate Balance Dispacth)</li></ul>    Gateway Server<br /><ul><li> Soporta los grupos de S...
Intercambia información.
Adm.Servidores desde el Siebel Server Manager.
 Instala y Configura en 1era. Fase el Siebel Server #1.</li></ul>Enterprise Server<br /><ul><li> Procesan los requerimient...
Controlan los componentes que ejecuta el sistema.
 Obtienen info del Gateway.
Ejecutan Servicios (WIN) o demonios (UNIX).</li></ul>Siebel Server<br />Siebel Server<br />Object Manager (OM)<br /><ul><l...
 Capa de abstración del (OM).
 Mapea objetos para (OM).
 Separa queries de procesos lógicos de negocio.
 Genera especificaciones SQL en respuesta al (OM).
Business Object (BO)
Procesamiento (BO)
 Siebel Web Engine (SWE)
Construye la (UI).
Procesarequerimientos.
Ensamblaplantillapara el Framework.
Recibe info de (BO).
 Genera Html, XML + Plantilla + Datos.
Entrega la páginayacompletada.</li></ul>Filesystem Manager<br />Workflow Manager<br />Comunication Server	<br /><ul><li> (...
  Data ObjectLayer (Data Manager).
 Business ObjectLayer.
 UI Layer.
Administra recursos y sesiones.</li></ul>Syncs  Manager<br /><ul><li> Componentes del Siebel Server.
 Dispositivos móviles y remotos, se controlan desde Siebel Server.
 Almacena datos sin un esquema de base de datos predefinido, basado en manejadores relacionales de bases de datos de terce...
 Soporta Siebel Server a través de lenguaje nativo SQL.
Accesado por (DM).
 Almacena ficheros comprimidos correspondientes a la aplicaciones Siebel.
 El acceso es controlado por el Filesystem Manager en el Siebel Server.</li></ul>Database<br />Server<br />SiebelFile Syst...
SWSE<br />Web Server<br />Physical Architecture<br /><ul><li>The Gateway Server, Siebel Server, Database Server, and File ...
The Siebel Server(s) should have a high-speed LAN connection to the Database Server</li></ul>Enterprise Server<br />High-s...
Database<br />Server<br />Client Access Overview<br /><ul><li>Access to Siebel data differs based on client type
Web and Wireless Web Clients connect through Web Server
Handheld and Mobile Web Clients connect through Gateway Server
Dedicated Web Client connects directly to Siebel database</li></ul>Wireless Web<br />Web<br />Mobile<br />Web<br />Handhel...
Object Manager<br />.srf<br />Database<br />Siebel Repository File (.srf)<br /><ul><li>Separate file with object definitio...
UI objects specify the data presentation
Business objects specify the business rules and processes
Data objects specify the data organization and storage
Used with Object Manager, builds a Siebel application at run time</li></ul>Web Clients<br />Mobile and Dedicated Web Clien...
Object Manager<br />.srf<br />Database<br />Configuration File and Component Parameters <br /><ul><li>Contains initializat...
Siebel Server<br />Object Manager<br />Siebel Web Engine<br />Data Manager<br />Component<br />Web Server<br />SWSE<br />E...
Essencials<br />Authentication.<br />Internal & External.<br />ObjectsDefinitions.<br />Business Entities.<br />Local Proj...
Internal Authentication<br /><ul><li>Requires a database (RDBMS) login and password for each user
Is the default for Siebel applications
Authenticates users accessing one or more Siebel applications</li></ul>Browser<br />Web Server<br />1. User provides name ...
External Authentication<br />Browser<br /><ul><li>Uses an external directory containing user credential and administrative...
Allows for centralized management of user authentication across Siebel and non-Siebel applications</li></ul>Web Server<br ...
External Authentication Continued<br /><ul><li>Standard Siebel software provides prebuilt security adapters for LDAP and A...
Lightweight Directory Access Protocol (LDAP) is an open network protocol
LDAP security adapter allows Siebel applications to access standard LDAP directories
Active Directory Service (ADSI)
ADSI security adapter allows Siebel applications to access Microsoft Active Directory </li></ul>13<br />
Object Definitions<br /><ul><li>Are data constructs that define elements of the:
User interface
Business logic
Data storage
Are stored in the Siebel repository, a subset of tables in the Siebel database that contains object definitions
Are examined, created, and edited using Siebel Tools
Are compiled into the repository file for a configured application</li></ul>Application<br />Object Manager<br />Database<...
Siebel Business Entities<br /><ul><li>Siebel standard applications utilize a set of Siebel business components that implem...
Configuring a Siebel Application<br /><ul><li>Configuring is the process of modifying a standard Siebel application using ...
Object definitions are edited and created
Developers do not modify code in siebel.exe
Developers do not write SQL directly</li></ul>Application<br />Object Manager<br />Database<br />Tools<br />Application<br...
Initialize the Local Database<br /><ul><li>Synchronize from the Tools client to create the local database (sse_data.dbf) a...
Copying Projects<br /><ul><li>Object definitions in one or more projects can be copied
From the server to the local developer repository (Get, Check Out)
From the local developer repository to the server (Check In)
Overwrites the version in the destination repository</li></ul>Project<br />Get, Check Out<br />Local<br />Server<br />Chec...
Check Out<br /><ul><li>Use Check Out to modify object definitions in a project
Check Out:
Copies all object definitions in project on server to local database
Local copy of project is overwritten by server version
Locks project on server repository
Prevents other developers from modifying that project
Locks the project in the local repository
Permits developer to make changes to object definitions in that project</li></ul>19<br />
Check Out Continued<br /><ul><li>Use Check Out to copy projects from the server to the local repository</li></ul>20<br />
Check In<br /><ul><li>Use Check In when object definitions in project have been edited and tested
Check In:
Copies object definitions from local repository to server repository
Replaces versions of checked out object definitions with new versions and unlocks projects
Can also check in object definitions in newly-created projects
Releases locks on both server and local copies of project
Maintain Lock leaves project locked for further local modification by current developer</li></ul>21<br />
Check In Continued<br /><ul><li>Use Check In to copy projects from the local to the server repository</li></ul>22<br />
Archive Files<br /><ul><li>Contain object definitions exported from a repository
Available for importing into other repositories
Have .sif extension by default
Are used to share object definitions in multiple repository development
Are used to back up object definitions
Can be version-controlled using source control systems</li></ul>23<br />
Exporting Object Definitions<br /><ul><li>Top-level object definitions can be exported to an archive file
Includes all child object definitions for selected parent definition
To export object definitions
Select the object definition or definitions
Select ToolsAddto Archive
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Siebel Resume Arquitecture

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Siebel Resume Arquitecture

  1. 1. Essencials<br />Arquitecture.<br />Clients Access.<br />Setup & Configurations.<br />1<br />
  2. 2. Account<br />Account<br />Opportunity<br />Product<br />Contact<br />Business Objects Relate Business Data<br />Abusiness object (BO) contains information about the relationships between business components (BC)<br />Represents a collection of BCs and the relationship between them <br />Business component<br />Business<br />object<br />Business component<br />2<br />
  3. 3. Database<br />Server<br />Siebel Web Architecture Overview<br /><ul><li>At a high level, the Siebel architecture consists of:
  4. 4. A relational database and file system that store business data
  5. 5. Servers that manage the business data and provide batch and interactive services for clients
  6. 6. Web clients that access the business data</li></ul>Web Server<br />Siebel Servers<br />SiebelFile System<br />3<br />
  7. 7. Capas<br /> Web Server<br />Siebel Web Server Extension (SWSE)<br />Browser<br /><ul><li> Ventana al cliente de Siebel.
  8. 8. Identifica requerimientos para Siebel Server.
  9. 9. Pasa HTML completas para el Browser.
  10. 10. Reconoce las URL´s requeridas.
  11. 11. Enlaza con el componente Siebel Server adecuado.
  12. 12. Publica imágenes en el Web Server.
  13. 13. Descarga imágenes en paralelo.</li></ul>Image Cache<br />Name Server:<br /><ul><li> Controla el acceso al Enterprise Server.
  14. 14. Registra los componentes disponibles.
  15. 15. Asigna trabajo a los componentes requeridos por SWSE.
  16. 16. Almacena def. de comps., parámetros, info de conexs. (Siebelns.dat)</li></ul>ConectionBrokering:<br /><ul><li> Requerimientos específicos del componente designado.
  17. 17. Balance de Cargas de Trabajo (Resonate Balance Dispacth)</li></ul> Gateway Server<br /><ul><li> Soporta los grupos de Siebel Servers
  18. 18. Intercambia información.
  19. 19. Adm.Servidores desde el Siebel Server Manager.
  20. 20. Instala y Configura en 1era. Fase el Siebel Server #1.</li></ul>Enterprise Server<br /><ul><li> Procesan los requerimientos de los clientes.
  21. 21. Controlan los componentes que ejecuta el sistema.
  22. 22. Obtienen info del Gateway.
  23. 23. Ejecutan Servicios (WIN) o demonios (UNIX).</li></ul>Siebel Server<br />Siebel Server<br />Object Manager (OM)<br /><ul><li> Data Manager (DM)
  24. 24. Capa de abstración del (OM).
  25. 25. Mapea objetos para (OM).
  26. 26. Separa queries de procesos lógicos de negocio.
  27. 27. Genera especificaciones SQL en respuesta al (OM).
  28. 28. Business Object (BO)
  29. 29. Procesamiento (BO)
  30. 30. Siebel Web Engine (SWE)
  31. 31. Construye la (UI).
  32. 32. Procesarequerimientos.
  33. 33. Ensamblaplantillapara el Framework.
  34. 34. Recibe info de (BO).
  35. 35. Genera Html, XML + Plantilla + Datos.
  36. 36. Entrega la páginayacompletada.</li></ul>Filesystem Manager<br />Workflow Manager<br />Comunication Server <br /><ul><li> (OM) crea y procesa datos a multiples niveles:
  37. 37. Data ObjectLayer (Data Manager).
  38. 38. Business ObjectLayer.
  39. 39. UI Layer.
  40. 40. Administra recursos y sesiones.</li></ul>Syncs Manager<br /><ul><li> Componentes del Siebel Server.
  41. 41. Dispositivos móviles y remotos, se controlan desde Siebel Server.
  42. 42. Almacena datos sin un esquema de base de datos predefinido, basado en manejadores relacionales de bases de datos de terceros (RDBMS).
  43. 43. Soporta Siebel Server a través de lenguaje nativo SQL.
  44. 44. Accesado por (DM).
  45. 45. Almacena ficheros comprimidos correspondientes a la aplicaciones Siebel.
  46. 46. El acceso es controlado por el Filesystem Manager en el Siebel Server.</li></ul>Database<br />Server<br />SiebelFile System<br />4<br />
  47. 47. SWSE<br />Web Server<br />Physical Architecture<br /><ul><li>The Gateway Server, Siebel Server, Database Server, and File System can be implemented on one machine or spread across multiple machines
  48. 48. The Siebel Server(s) should have a high-speed LAN connection to the Database Server</li></ul>Enterprise Server<br />High-speed LAN<br />Gateway Server<br />Siebel Server<br />SiebelFile System<br />Siebel Server<br />Database<br />Server<br />Firewall<br />Firewall<br />5<br />
  49. 49. Database<br />Server<br />Client Access Overview<br /><ul><li>Access to Siebel data differs based on client type
  50. 50. Web and Wireless Web Clients connect through Web Server
  51. 51. Handheld and Mobile Web Clients connect through Gateway Server
  52. 52. Dedicated Web Client connects directly to Siebel database</li></ul>Wireless Web<br />Web<br />Mobile<br />Web<br />Handheld<br />Web Server<br />Siebel Servers<br />Dedicated <br />Web<br />SiebelFile System<br />6<br />
  53. 53. Object Manager<br />.srf<br />Database<br />Siebel Repository File (.srf)<br /><ul><li>Separate file with object definitions that contain the application configuration
  54. 54. UI objects specify the data presentation
  55. 55. Business objects specify the business rules and processes
  56. 56. Data objects specify the data organization and storage
  57. 57. Used with Object Manager, builds a Siebel application at run time</li></ul>Web Clients<br />Mobile and Dedicated Web Clients<br />Templates<br />Parameters<br />.cfg<br />7<br />
  58. 58. Object Manager<br />.srf<br />Database<br />Configuration File and Component Parameters <br /><ul><li>Contains initialization settings for the Object Manager including:</li></ul> Gateway Server  LDAP directory server<br /> Enterprise Server  File system<br /> Repository (.srf) file  Database server (data source)<br /> Application or server component<br />Templates<br />Parameters<br />.cfg<br />Web Clients<br />Mobile and Dedicated Web Clients<br />8<br />
  59. 59. Siebel Server<br />Object Manager<br />Siebel Web Engine<br />Data Manager<br />Component<br />Web Server<br />SWSE<br />Enterprise Server<br />Dedicated Web Client<br />Object Manager<br />Siebel Web Engine<br />.srf<br />Data Manager<br />Web Server<br />SWSE<br />Mobile/Handheld Client<br />Wireless Web Client<br />Web Client<br />.cfg<br />DatabaseServer<br />.srf<br />.cfg<br />.cfg<br />.srf<br />All Clients<br /><ul><li>Siebel architecture supports a mixture all clients</li></ul>WAP Server<br />Gateway Server<br />SiebelFile System<br />9<br />
  60. 60. Essencials<br />Authentication.<br />Internal & External.<br />ObjectsDefinitions.<br />Business Entities.<br />Local Projects.<br />10<br />
  61. 61. Internal Authentication<br /><ul><li>Requires a database (RDBMS) login and password for each user
  62. 62. Is the default for Siebel applications
  63. 63. Authenticates users accessing one or more Siebel applications</li></ul>Browser<br />Web Server<br />1. User provides name and password<br />SWSE<br />Credentials<br />Siebel Object Manager<br />2. Password may be encrypted to prevent direct database access<br />Encrypt password<br />Connect using DB account<br />3. Connect to database<br />Siebel <br />Database<br />11<br />
  64. 64. External Authentication<br />Browser<br /><ul><li>Uses an external directory containing user credential and administrative information
  65. 65. Allows for centralized management of user authentication across Siebel and non-Siebel applications</li></ul>Web Server<br />SWSE<br />1. User provides information<br />Credentials<br />2. Verify credentials<br />Login<br />Authentication Service<br />Siebel Object <br />Manager<br />Security <br />adapter<br />Retrieve DB account and roles<br />Directory<br />Connect using DB account<br />3. Roles applied to user as Siebel responsibilities<br />Siebel <br />Database<br />4. Connect to database<br />12<br />
  66. 66. External Authentication Continued<br /><ul><li>Standard Siebel software provides prebuilt security adapters for LDAP and ADSI
  67. 67. Lightweight Directory Access Protocol (LDAP) is an open network protocol
  68. 68. LDAP security adapter allows Siebel applications to access standard LDAP directories
  69. 69. Active Directory Service (ADSI)
  70. 70. ADSI security adapter allows Siebel applications to access Microsoft Active Directory </li></ul>13<br />
  71. 71. Object Definitions<br /><ul><li>Are data constructs that define elements of the:
  72. 72. User interface
  73. 73. Business logic
  74. 74. Data storage
  75. 75. Are stored in the Siebel repository, a subset of tables in the Siebel database that contains object definitions
  76. 76. Are examined, created, and edited using Siebel Tools
  77. 77. Are compiled into the repository file for a configured application</li></ul>Application<br />Object Manager<br />Database<br />Tools<br />Application<br />Repository<br /> Data<br />Tools output is input for object manager<br />.srf<br />Configured Application<br />14<br />
  78. 78. Siebel Business Entities<br /><ul><li>Siebel standard applications utilize a set of Siebel business components that implement a defined business logic</li></ul>Account<br />Service Request<br />Action<br />Contact<br />Product<br />15<br />
  79. 79. Configuring a Siebel Application<br /><ul><li>Configuring is the process of modifying a standard Siebel application using Siebel Tools to meet business needs
  80. 80. Object definitions are edited and created
  81. 81. Developers do not modify code in siebel.exe
  82. 82. Developers do not write SQL directly</li></ul>Application<br />Object Manager<br />Database<br />Tools<br />Application<br />Repository<br /> Data<br />Tools output is input for object manager<br />.srf<br />Configured Application<br />16<br />
  83. 83. Initialize the Local Database<br /><ul><li>Synchronize from the Tools client to create the local database (sse_data.dbf) and populate it with user data</li></ul>17<br />
  84. 84. Copying Projects<br /><ul><li>Object definitions in one or more projects can be copied
  85. 85. From the server to the local developer repository (Get, Check Out)
  86. 86. From the local developer repository to the server (Check In)
  87. 87. Overwrites the version in the destination repository</li></ul>Project<br />Get, Check Out<br />Local<br />Server<br />Check In<br />18<br />
  88. 88. Check Out<br /><ul><li>Use Check Out to modify object definitions in a project
  89. 89. Check Out:
  90. 90. Copies all object definitions in project on server to local database
  91. 91. Local copy of project is overwritten by server version
  92. 92. Locks project on server repository
  93. 93. Prevents other developers from modifying that project
  94. 94. Locks the project in the local repository
  95. 95. Permits developer to make changes to object definitions in that project</li></ul>19<br />
  96. 96. Check Out Continued<br /><ul><li>Use Check Out to copy projects from the server to the local repository</li></ul>20<br />
  97. 97. Check In<br /><ul><li>Use Check In when object definitions in project have been edited and tested
  98. 98. Check In:
  99. 99. Copies object definitions from local repository to server repository
  100. 100. Replaces versions of checked out object definitions with new versions and unlocks projects
  101. 101. Can also check in object definitions in newly-created projects
  102. 102. Releases locks on both server and local copies of project
  103. 103. Maintain Lock leaves project locked for further local modification by current developer</li></ul>21<br />
  104. 104. Check In Continued<br /><ul><li>Use Check In to copy projects from the local to the server repository</li></ul>22<br />
  105. 105. Archive Files<br /><ul><li>Contain object definitions exported from a repository
  106. 106. Available for importing into other repositories
  107. 107. Have .sif extension by default
  108. 108. Are used to share object definitions in multiple repository development
  109. 109. Are used to back up object definitions
  110. 110. Can be version-controlled using source control systems</li></ul>23<br />
  111. 111. Exporting Object Definitions<br /><ul><li>Top-level object definitions can be exported to an archive file
  112. 112. Includes all child object definitions for selected parent definition
  113. 113. To export object definitions
  114. 114. Select the object definition or definitions
  115. 115. Select ToolsAddto Archive
  116. 116. Select an existing (or create a new) archive file
  117. 117. Click Save in the Export to Archive File window</li></ul>24<br />
  118. 118. Essencials<br />Access Controls & Views.<br />Responsability.<br />Access Control & Data.<br />Access Groups.<br />25<br />
  119. 119. Responsibility<br /><ul><li>Determines the set of views to which a user has access
  120. 120. Corresponds to a user’s job function or role</li></ul>Views associated with the Field Sales Representative responsibility<br />26<br />
  121. 121. AddingviewtoResponsability<br /><ul><li>The same views can be added to one or more responsibilities</li></ul>Call Center Manager and Universal Agent responsibilities share a common set of views<br />27<br />
  122. 122. Review: Users, Views & Renponsabilities<br /><ul><li>Responsibilities determine the set of views to which a user has access
  123. 123. Views are associated to one or more responsibilities
  124. 124. Users are assigned to one or more responsibilities
  125. 125. A user sees the union of all associated views when he or she logs in</li></ul>28<br />
  126. 126. Controlling Access to Customer Data<br /><ul><li>Access to customer data can be restricted using the following access control mechanisms
  127. 127. Personal
  128. 128. Position-based
  129. 129. Organization-based</li></ul>29<br />
  130. 130. Personal Access Control<br /><ul><li>Access is limited to records a that user has created or to which a user has been assigned
  131. 131. Records can be restricted to a single user or a team of users
  132. 132. Access is controlled by user ID
  133. 133. Examples
  134. 134. In the My Service Requests view, a Web site visitor can see only the service requests he or she has created
  135. 135. In the My Expense Reports view, an employee can see only the expense reports the employee has submitted for reimbursement
  136. 136. In the My Activities view, a user can see only the activities the user owns</li></ul>30<br />
  137. 137. Position-Based Access Control<br /><ul><li>Record access is limited to users based on their position within an organization
  138. 138. A position is:
  139. 139. A job title in a hierarchical reporting structure of an internal or partner organization
  140. 140. Represents a person or group of people that require access to a set of data
  141. 141. Is more stable than an individual’s assignment to that position
  142. 142. People might change, but a position is static</li></ul>31<br />
  143. 143. Employees Per Position<br /><ul><li>Some positions have a single employee
  144. 144. Typical toward the top of a reporting hierarchy where a job is more specialized
  145. 145. For example, CEO, VPs
  146. 146. Some positions have multiple employees
  147. 147. Typical toward the bottom of a reporting hierarchy where a job is less specialized
  148. 148. For example, a group of call center agents all doing the same work</li></ul>Roger Smith is associated with the CEO position<br />32<br />
  149. 149. Master Data<br /><ul><li>Includes static, authored, referential data, such as:
  150. 150. Products
  151. 151. Solutions
  152. 152. Literature
  153. 153. Resolution items
  154. 154. Auction items
  155. 155. Events
  156. 156. Decision issues
  157. 157. Competitors
  158. 158. Training courses
  159. 159. Is organized into catalogs made up of hierarchical categories</li></ul>33<br />
  160. 160. Catalogs and Categories<br /><ul><li>Catalog:
  161. 161. Is a hierarchy of categories
  162. 162. Does not itself contain any data
  163. 163. Categories:
  164. 164. Are nodes in a catalog that contain master data and can contain many subcategories</li></ul>Product Lists<br />Catalog<br />Product Lists – U.S.<br />Product Lists - Europe<br />Categories<br />Europe Product List - North<br />U.S. Product List - East<br />Master Data<br />U.S. Product List - West<br />Europe Product List - South<br />34<br />
  165. 165. Ease of navigation<br />Categorized data are easier to navigate and search<br />Ease of access control administration<br />Allows access to be granted at a group level rather than the individual record level<br />Benefits of a Catalog Structure<br />35<br />
  166. 166. Access Groups<br /><ul><li>Are collections of users
  167. 167. Can contain any combination of positions, organizations, divisions, accounts, and user lists
  168. 168. A user list is an ad hoc group of people containing contacts, users, employees, or partners as members
  169. 169. Cannot contain individual people such as employees and contacts
  170. 170. Are used to grant access to categorized master data
  171. 171. Can be assigned at the catalog or category level</li></ul>36<br />
  172. 172. Access Groups Continued<br /><ul><li>Can be organized into a hierarchical structure
  173. 173. An access group can have only one parent access group
  174. 174. Child access groups inherit all of the access granted to their ancestor groups</li></ul>Parent Access Group<br />Child Access Groups<br />37<br />
  175. 175. Access to Categorized Master Data<br /><ul><li>Is controlled by associating one or more access groups to a catalog or category of master data
  176. 176. The associated access group has access to that catalog or category of master data and all of its child categories, unless access to a child category is disallowed
  177. 177. Cannot be controlled at the individual record level</li></ul>38<br />
  178. 178. Defining Access Control for Access Groups<br />1. Define catalogs<br />2. Add categories to catalogs<br />3. Associate data with categories<br />4. Declare catalogs or categories private<br />5. Associate access groups with catalogs or categories<br />39<br />
  179. 179. Essencials<br />EIM (Enterprise Intefaces Manager)<br />Workflows.<br />Business Services.<br />Subprocess.<br />40<br />
  180. 180. Interface Tables<br /><ul><li>Interface tables store external data inside the Siebel database
  181. 181. Staging area for data to be imported, updated, or merged into base tables via EIM
  182. 182. Staging area for data exported by EIM
  183. 183. Staging area for data to be deleted in the base table using EIM’s DELETE EXACT clause </li></ul>S_ORG_EXT<br />EIM_ACCOUNT<br />S_ADDR_ORG<br />Interface Table<br />External data<br />Base Tables<br />41<br />
  184. 184. EIM Processing<br /><ul><li>EIM reads a configuration file to determine:
  185. 185. Whether data should be imported, merged, deleted, or exported
  186. 186. Which interface table(s) and base table(s) are used and affected</li></ul>Import, merge, delete, or export<br />EIM<br />SiebelServer<br />Configuration file (.ifb)<br />42<br />
  187. 187. Solution<br /><ul><li>Siebel Workflow provides:
  188. 188. A set of tools to graphically define the processes and steps
  189. 189. An engine to automate these processes </li></ul>43<br />
  190. 190. Workflow Steps<br /><ul><li>There are a variety of steps to use in a workflow process</li></ul>44<br />
  191. 191. Business Service <br /><ul><li>Use to perform a Siebel-supplied or custom function
  192. 192. Example: Use business service to send email</li></ul>45<br />
  193. 193. Business Service Continued<br /><ul><li>Use Tools
  194. 194. To view Siebel-supplied business services
  195. 195. To create custom business services </li></ul>Some Siebel-supplied business services<br />46<br />
  196. 196. Sub Process<br /><ul><li>Use it to invoke another process within an existing workflow process
  197. 197. Reuse previously-defined workflow processes
  198. 198. Requires input arguments and may produce output arguments, for example:
  199. 199. Pass in relevant object ID for sub-process step as an input argument
  200. 200. Retrieve expected results as output arguments
  201. 201. Use to span multiple business objects </li></ul>Invokes another workflow process<br />47<br />
  202. 202. Operation Step <br /><ul><li>Use it to perform insert, update, or query
  203. 203. Example: Update SR priority to High
  204. 204. Example: Update SR priority to Very High</li></ul>48<br />
  205. 205. EAI<br />EAI (Enterprise ApplicationIntegration)<br />Workflowfor EAI.<br />EIA Dispaching.<br />Virtual Business Components (VBC).<br />Business Conectors.<br /> Enterprise Interfaces Manager (EIM).<br />Objects Manager.<br />Business Services<br />XML Code.<br />DTD, Documents.<br />49<br />
  206. 206. Basic Integration Tasks<br /><ul><li>Identify the data to integrate in each application
  207. 207. Map and transform the data from each application
  208. 208. Transport the data between applications</li></ul>Identify<br />Identify<br />SiebelApplication<br />External Application<br />Map & Transform<br />Map & Transform<br />Transport<br />Common Format<br />Common Format<br />50<br />
  209. 209. Identify the Data to Integrate in Each Application<br />Identify business logic, components, and fields<br />Identify business logic, components, and fields<br />SiebelApplication<br />External Application<br />51<br />
  210. 210. Transport the Data Between Applications<br /><ul><li>Move data to and from the Siebel application and the external application using:
  211. 211. IBM MQSeries
  212. 212. IBM MQSeries AMI
  213. 213. Microsoft MSMQ
  214. 214. Microsoft BizTalk Server
  215. 215. File transport
  216. 216. HTTP</li></ul>SiebelApplication<br />External Application<br />XML<br />XML<br />Data transport<br />52<br />
  217. 217. User Interface<br />User Interface<br />Business Logic<br />Business Logic<br />Raw Data<br />Raw Data<br />Integration Approaches<br />Synchronize Siebel data with external data<br />Display external data in Siebel applets<br />Display Siebel data in an external application<br />Control a Siebel application from an external application<br />Export Siebel data<br />Siebel Application<br />External Application<br />53<br />
  218. 218. Siebel EAI<br />Workflow for EAI<br />EAI<br />Dispatch<br />VBCs<br />Object Interfaces<br />eBusiness Connectors<br />EIM<br />Siebel Integration Strategies<br /><ul><li>Workflow for EAI
  219. 219. EAI Dispatch Service
  220. 220. Virtual Business Components
  221. 221. eBusiness Connectors
  222. 222. Enterprise Integration Manager
  223. 223. Object Interfaces</li></ul>54<br />
  224. 224. Workflow for EAI<br />MQSeries<br />Siebel Application<br />External Application<br />Account data<br />Customer data<br />55<br />
  225. 225. SRF<br />Object Layer<br />DTD of XML from External Application<br />Siebel (Internal)Integration Object<br />ExternalIntegration Object<br />Business Object<br />IC<br />BC<br />IC<br />SVF<br />SVF<br />ICF<br />ICF<br />ICF<br />ICF<br />ICF<br />ExecutablesRunning<br />EAI Siebel Adapter<br />EAI Data Mapping Engine<br />An EAITransport Adapter<br />An XML Converter<br />Instancecreatedby built-in Siebel code<br />Query<br />Upsert<br />To XML<br />From XML<br />Data Map<br />Transport<br />Instances<br />DataLayer<br />XML Stream<br />Business Object<br />Property Set<br />Property Set<br />Write<br />Read<br />Copy<br />Modify<br />Customer<br />Contact<br />Contact<br />Transform<br />Pat<br />Dr.<br />Li<br />Pat<br />Li<br />Pat<br />Li<br />select<br />insert, delete<br />SQL<br />Queue or File<br />Siebel Database<br />External Application<br />Data Replication Workflow Relationships<br />56<br />
  226. 226. EAI Dispatch Service<br /><ul><li>Uses rules to evaluate the structure and contents of property sets (instances); data that matches a rule is sent to a specified workflow or business service
  227. 227. Optionally transforms the data before sending it
  228. 228. Example: Dispatch rules scan incoming documents for various patterns, then send each document to the proper workflow</li></ul>Workflow or Business Service<br />Message Queue<br />Dispatch Rule Set<br />Order Status<br />New Contact?<br />Order Status?<br />New Price?<br />Unknown?<br />External Application<br />Update Contact<br />New Contact<br />Update Order<br />Order Status<br />Update Price<br />Order Status<br />Write to File<br />New Price<br />New Contact<br />57<br />
  229. 229. Virtual Business Components<br /><ul><li>Enable the display and manipulation of external data from within Siebel applets without storing it in the Siebel database
  230. 230. Example: Display Siebel contact data with contact detailsfrom an external source in the same view</li></ul>Siebel data<br />External data<br />58<br />
  231. 231. eBusiness Connectors<br /><ul><li>Provide end-to-end integration between Siebel Applications and other applications like Oracle and SAP R/3
  232. 232. Example: Exchange orders between Siebel front-office and SAP R/3 back-office applications</li></ul>BAPI<br />Siebel Application<br />SAP R/3 Application<br />Order headers<br />Order details<br />59<br />
  233. 233. Enterprise Integration Manager (EIM)<br /><ul><li>Exchanges large volumes of data between the Siebel database and external sources through interface tables in batch mode
  234. 234. Example: Each week the application captures mainframe updates and runs a batch job to synchronize the Siebel account data</li></ul>Mainframe Database<br />Siebel Database<br />Change<br />File<br />Batch job<br />Batch job<br />60<br />
  235. 235. Object Interfaces<br /><ul><li>Expose Siebel objects to programmatic access from Siebel Visual Basic scripts, eScripts, or external applications
  236. 236. Enable external applications to control the Siebel application or access the Siebel database using:
  237. 237. COM Servers: Automation Server, Data Server
  238. 238. CORBA Object Manager
  239. 239. Java Data Bean
  240. 240. Example: A button in an Excel spreadsheet calls the SiebelCOM Data Server to updateSiebel contact data fromExcel values</li></ul>Siebel COM Data Server<br />Database<br />Siebel Application<br />61<br />
  241. 241. Other EAI Strategies<br /><ul><li>ActiveX Data Controls (ADC)
  242. 242. Displays the Siebel UI in an external application, or displays an external application UI in a Siebel application
  243. 243. Client-side import/export
  244. 244. Exchanges account and contact data between a Siebel database and files
  245. 245. Siebel Sync
  246. 246. Synchronizes data between a Siebel database and a mobile Web client, Siebel Microsoft Outlook, Palm, or Windows CE handheld</li></ul>62<br />
  247. 247. Input property set<br />Output property set<br />Siebel Business Service<br />Method<br />Method<br />Method<br />Business Services<br /><ul><li>Are the main building blocks of Siebel workflows
  248. 248. Provide access to prebuilt Siebel methods (global procedures)
  249. 249. Can also contain custom scripts
  250. 250. eScript or Visual Basic code
  251. 251. Can be invoked three ways
  252. 252. Input and output data in property sets (instances)</li></ul>Most often used<br />63<br />
  253. 253. Property Set<br /><ul><li>Is instantiated to pass data in and out of a business service
  254. 254. Represents data in strings using name-value pairs
  255. 255. Has two predefined properties: Type and Value
  256. 256. Has an array for creating custom property names and values
  257. 257. Can contain an array of child-level property sets</li></ul>Predefined property names<br />Values for predefined properties<br />Array of custom name/value pairs<br />Type<br />Account<br />AK Parker<br />Value<br />City<br />San Francisco<br />State<br />CA<br />Phone<br />650-111-1866<br />Array of child property sets<br />64<br />
  258. 258. Hierarchical Property Set<br /><ul><li>Represents structured data (business logic)
  259. 259. Within a Siebel application(business objects and business components)
  260. 260. Within an external application(structure of tables, views, or files)
  261. 261. Conveys the structured data of an integrationobject, an XML document, or other data stream</li></ul>Parent<br />property set<br />Type<br />Account<br />AK Parker<br />Value<br />City<br />San Francisco<br />Child <br />property set<br />State<br />CA<br />Phone<br />650-111-1866<br />Grandchild <br />property set<br />65<br />
  262. 262. What Can Invoke a Business Service<br /><ul><li>A workflow process
  263. 263. A method from another business service
  264. 264. A user interface event
  265. 265. A Siebel object interface (COM, CORBA, Java)
  266. 266. A built-in script
  267. 267. An external program</li></ul>66<br />
  268. 268. Prebuilt and Custom EAI Business Services<br /><ul><li>Prebuilt EAI business services
  269. 269. Data transformation adapters: map and transform data
  270. 270. Data transport adapters: move data from application to application
  271. 271. Custom EAI business services perform special tasks
  272. 272. Using custom methods written in Siebel eScript or Siebel Visual Basic</li></ul>67<br />
  273. 273. Prebuilt Data Transformation Adapters<br /><ul><li>Transform data to and from:
  274. 274. Integration objects in property sets and
  275. 275. Siebel XML in property sets
  276. 276. Example: The XML Converter transforms Siebel data into XML that an external application can process
  277. 277. Pre-built adapters include:
  278. 278. EAI XML Converter
  279. 279. EAI XML Hierarchy Converter
  280. 280. XML Converter
  281. 281. EAI Siebel Adapter
  282. 282. EAI Data Mapping Engine
  283. 283. XML Gateway business service</li></ul>Module 3<br />Module 9<br />Module 10<br />Module 19<br />68<br />
  284. 284. Prebuilt Data Transport Adapters<br /><ul><li>Send data to, and receive data from, external applications
  285. 285. Pre-built transports include:
  286. 286. EAI XML Read From File
  287. 287. EAI XML Write To File
  288. 288. EAI File Transport Adapter
  289. 289. EAI MQSeries Transport Adapter
  290. 290. EAI MQSeries AMI Transport Adapter
  291. 291. EAI MSMQ Transport Adapter
  292. 292. EAI DLL Transport Adapter
  293. 293. Microsoft BizTalk Server Adapter
  294. 294. EAI HTTP Transport Adapter</li></ul>Module 3, 13<br />Module 13<br />Modules 14, 15<br />69<br />
  295. 295. XML format<br />External format<br />Business Object format<br />Property Set format<br />Integration Object format<br />Application Integration Formats<br /><ul><li>Enable the translation of data from their original formats
  296. 296. Siebel business objects, business components
  297. 297. External application tables and views
  298. 298. Business service property sets (string format) are instances that convey hierarchically-structured data to and from:
  299. 299. The integration object format
  300. 300. The XML format
  301. 301. Other formats (for example, BAPI and IDOC)</li></ul>Binary<br />String<br />String<br />String<br />70<br />
  302. 302. XML = Extensible Markup Language<br /><ul><li>Is a universal syntax for data flow among applications
  303. 303. Coordinated by the World Wide Web Consortium (W3C)
  304. 304. Cross-platform, vendor-neutral standard
  305. 305. Many vertical industry initiatives
  306. 306. Widely used across industries
  307. 307. Is a text-based tag language with user-definable tags
  308. 308. Describes the nature and structure of information
  309. 309. Metadata
  310. 310. Tags identify data
  311. 311. Represent hierarchical relationships</li></ul>71<br />
  312. 312. HTML Example<br />XML Example<br />Robert Heinlein, <italic>Time Enough for Love</italic>, New York, Putnam, 1973.<br /><br><br />This science fiction novel chronicles the life of Lazarus Long, a man who lives hundreds of years.<br /><Publication medium="book"><br /> <Authors><br /> <Author>Robert Heinlein</Author><br /> </Authors><br /> <Title>Time Enough for Love</Title><br /> <PubInfo><br /> <Location>New York</Location><br /> <Publisher>Putnam</Publisher><br /> <DatePublished>1973</DatePublished><br /> </PubInfo><br /> <Description>This science fiction novel chronicles the life of Lazarus Long, a man who lives hundreds of years. </Description><br /></Publication><br />Comparison of HTML and XML<br /><ul><li>HTML specifies the content’s format (for example, font size)
  313. 313. XML specifies the nature and relationship of each content item</li></ul>72<br />
  314. 314. XML Elements and Attributes<br /><ul><li>Element
  315. 315. Is a logical data structure within an XML document
  316. 316. Has a start tag and an end tag: <FirstName>Robert</FirstName>
  317. 317. Content is the data between the start tag and end tag
  318. 318. Types of elements
  319. 319. Root: the one element that contains all other elements
  320. 320. Parent: an element containing other elements
  321. 321. Child: an element contained within another element
  322. 322. Attribute
  323. 323. Is a name-value pair within a start tag
  324. 324. Example: <Price Currency=“USD”>12500</Price>
  325. 325. The value is always a string, enclosed in quotation marks
  326. 326. A default value can be defined</li></ul>73<br />
  327. 327. XML Hierarchy<br /><ul><li>XML element tags represent the nature and structure of data
  328. 328. In Siebel business components
  329. 329. In external tables and views
  330. 330. Example
  331. 331. <Employee> is the parent of<FirstName>
  332. 332. <State> is the child of<PositionBusinessAddress></li></ul>74<br />
  333. 333. XML Adapter Business Services<br /><ul><li>How objects are represented
  334. 334. EAI XML Read From File
  335. 335. EAI XML Write To File
  336. 336. EAI XML Converter
  337. 337. XML Hierarchy Converter
  338. 338. XML Converter</li></ul>75<br />
  339. 339. How Objects Are Represented<br />When converting between property sets and XML, each:<br />Property set Type = an XML elementtag name<br />Property set Value = an XML element contents<br />Property set Property = an XML tag attribute<br />XML Example<br /><PriceCurrency="USD">44.00</Price><br />76<br />
  340. 340. Reading and Writing XML to and from Files<br /><ul><li>EAI XML Read From File
  341. 341. Reads an XML document file
  342. 342. Writes a property set with the XML structure, tags, and content
  343. 343. EAI XML Write To File
  344. 344. Reads a property set
  345. 345. Writes an XML document with the structure and content of the property set</li></ul>77<br />
  346. 346. EAI XML Converter<br /><ul><li>Converts data from an integration object format to an XML document format
  347. 347. Use to:
  348. 348. Represent integration object data as XML
  349. 349. Pass XML data as parameters in Siebel workflows
  350. 350. Map data with the Data Mapping Engine
  351. 351. Process Siebel eScript code using the Data Mapping Engine</li></ul>78<br />
  352. 352. XML Hierarchy Converter<br /><ul><li>Does not use integration objects
  353. 353. Uses simple rules to convert between an XML hierarchy and an XML document
  354. 354. Rule examples:
  355. 355. Make each XML element a property set with Type as the tag name
  356. 356. Make each XML attribute a property in the element property set
  357. 357. Use to:
  358. 358. Pass XML data as parameters in Siebel workflows
  359. 359. Process Siebel eScript code using the Data Mapping Engine</li></ul>79<br />
  360. 360. XML Converter<br /><ul><li>Does not use integration objects
  361. 361. Uses simple rules to convert between an XML hierarchy and an XML document
  362. 362. Does not create an XML Hierarchy property set, but makes the XML document’s root element the type of top-level property set (such as Service Method Arguments)
  363. 363. Use to:
  364. 364. Import and export hierarchical data (arguments, definitions, and so on)
  365. 365. Pass property set arguments to and from business services</li></ul>80<br />
  366. 366. XML Converter and EAI XML Converter Compared<br /><ul><li>Here are the differences between the standard XML Converter and the EAI XML Converter</li></ul>81<br />
  367. 367. Document Type Definition (DTD)<br /><ul><li>Defines the element names, parent/child relationships, and attributes in a class of XML documents
  368. 368. Example: A Siebel DTD defines Siebel XML
  369. 369. Is used by an application to interpret and validate the structure of XML documents in the class
  370. 370. A Siebel DTD enables another application to interpret Siebel XML
  371. 371. An external DTD enables a Siebel application to interpret external XML
  372. 372. Can be stored:
  373. 373. Within an XML document
  374. 374. As a separate DTD document</li></ul>82<br />
  375. 375. Element Declarations<br />Element name<br />Child elements<br /><!ELEMENT Account (Name, Status, Loc?, BusinessAddress+) ><br />? indicates the element is optional<br /> + indicates the element can occur one or more times<br />No punctuation indicates the element occurs only once<br />* indicates the element can occur zero or more times<br />83<br />
  376. 376. External entities <br />External entities <br />Entity Declarations<br /><ul><li>Specify XML document text to be replaced by other data
  377. 377. Internal entities specify the replacement data within the entity declaration
  378. 378. External entities specify replacement data outside the DTD file
  379. 379. In another text file: data is parsed as if it were in the XML file
  380. 380. In a binary file: data is not parsed</li></ul><!ENTITY AKP "A. K. Parker Inc."><!ENTITY salestemplate SYSTEM "/sales/firstletter.xml"><!ENTITY AKPlogo SYSTEM "/hq/logo.gif" NDATA GIF87A><br />Internal entity<br />84<br />
  381. 381. Siebel DTD<br />External Application<br />Siebel Application<br />Siebel XML<br />External Integ. Obj.<br />External DTD<br />External Application<br />Siebel Application<br />XML<br />Prop. Set<br />External Application<br />Custom eScript<br />Siebel Application<br />XML<br />Three Types of XML Integration<br /><ul><li>Integration of externally-produced Siebel XML
  382. 382. The external application sends XML that follows the DTD for Siebel business objects
  383. 383. Integration of externally-produced XML using an external DTD
  384. 384. An external integration object based on an external DTD maps the external data into a property set
  385. 385. Integration of externally-produced XML without a DTD
  386. 386. A business service witha custom eScript maps the data for each integration point</li></ul>85<br />
  387. 387. Assingment Manager<br />Global Concept.<br />Sales & Services<br />Issues.<br />86<br />
  388. 388. Business Solution<br /><ul><li>Siebel Assignment Manager allows companies to define rules that automatically assign data ownership to the appropriate people</li></ul>Data<br />Rules<br />Accounts<br />Campaigns<br />Service Requests<br />Product Defects<br />Opportunities<br />Activities<br />Skills<br />Expertise<br />Availability<br />Product<br />Workload<br />Sales Territory<br />Assign data<br />Evaluate rules<br />People<br />Employees<br />Positions<br />Organizations<br />Assign people to data<br />87<br />
  389. 389. Skills<br /><ul><li>Are properties that reflect the candidate’s abilities, for example:
  390. 390. Installation and upgrade skills
  391. 391. Language expertise
  392. 392. Product skills
  393. 393. Assignment Manager can match assignment object attributes to:
  394. 394. Employee skills
  395. 395. Position skills
  396. 396. Organization skills </li></ul>88<br />
  397. 397. Workload Criteria<br /><ul><li>Types of criteria used to balance workload between candidates
  398. 398. Apply a workload score to candidates based on current workload
  399. 399. Candidates with a lighter workload receive a higher score than candidates with a heavier workload
  400. 400. Candidates with workloads greater than maximum workload will be eliminated from the assignment rule
  401. 401. Are generally used with service assignments</li></ul>Low Work = High Score<br />High Score = Assignment<br />89<br />
  402. 402. Sales Scenario <br />Business Rule: Assign accounts to sales representativesbased on their geographic territoryand language expertise<br />Business Rule: Ifaccountis French, assign to Frenchsales positions<br />Assignment Object <br />Account<br />French sales positions<br />Candidate <br />Assignment Rule<br />Assignment Criteria <br />Account Country<br />France <br />Criteria Value<br />90<br />
  403. 403. Service Scenario<br />Business Rule: Assign service requeststo agents based on product skilland current workload<br />Assign incoming service requests…<br />… to best candidate<br />Employee: CraigSkill: NetworkWorkload: 18 SRs<br />Employee: EllenSkill: CPUWorkload: 19 SRs<br />Employee: JackSkill: Network Workload: 20 SRs<br />91<br />
  404. 404. Recap: Creating the Assignment Rule<br />Business Rule: Assign service request to most available agent based on workload<br />Service Request<br />Assignment Object <br />Candidate <br />All People<br />Assignment Rule<br />Assignment Criteria <br />Product <br />Workload rule<br />Max load = 20 SRs<br />Criteria Value<br />45<br />20<br />Score<br />92<br />
  405. 405. Assigning Based On Availability<br /><ul><li>Candidates may be assigned based on calendar availability
  406. 406. Appointment Booking Engine (ABE) checks employee’s availability
  407. 407. If employee is available, ABE creates activity on employee’s service calendar</li></ul>Check box for assignment rule<br />93<br />
  408. 408. Exclusive Rule<br /><ul><li>Multiple assignment rules may exist for the same assignment object
  409. 409. Use the exclusive rule to determine primary assignees from a list of candidates generated from multiple assignment rules
  410. 410. Candidates matching exclusive rule criteria supersede candidates matching criteria of all other non-exclusive assignment rules </li></ul>Make a rule exclusive<br />94<br />
  411. 411. Conflicts<br /><ul><li>These conflict scenarios are handled as follows
  412. 412. Conflict between two rules with same score
  413. 413. Assigns candidates for both rules and assigns the System Administrator to the team
  414. 414. Makes System Administrator the primary on the team
  415. 415. Conflict between two exclusive rules with the same score
  416. 416. Assigns System Administrator to the team as primary
  417. 417. Rules do not identify any candidates to assign
  418. 418. Assigns System Administrator to the team as primary
  419. 419. Set default parameters in Assignment Object to determine who has access to data that cannot be assigned
  420. 420. Default Employee, Group, Position, Organization</li></ul>95<br />
  421. 421. Three Ways to Invoke Assignment Manager<br /><ul><li>Batch Assignment
  422. 422. Dynamic Assignment
  423. 423. Interactive Assignment </li></ul>96<br />
  424. 424. Batch Assignment<br /><ul><li>Use to submit batches of objects for one-time assignment or reassignment
  425. 425. Implemented via server task
  426. 426. Business scenarios
  427. 427. Change assignment rules and modify existing objects that are already assigned
  428. 428. Change Assignment Manager configuration using Siebel Tools
  429. 429. Territory re-alignment
  430. 430. Existing assignments are inaccurate</li></ul>97<br />
  431. 431. Dynamic Assignment<br /><ul><li>Automatically invokes Assignment Manager to assign new or changed objects in real time
  432. 432. Implemented via assignment policies and workflow
  433. 433. Business scenarios
  434. 434. Sales representative creates new opportunity with potential revenue of $100,000
  435. 435. Assign positions to team where Opportunity Revenue >= $100K
  436. 436. Call center agent creates a service request (SR) to fix the CPU on Joe Smith’s XYZ computer
  437. 437. Assign employee to SR where Product = CPU and Employee Skill = XYZ computers</li></ul>98<br />
  438. 438. Invoking Dynamic Assignment<br /><ul><li>Create or modify assignment object data, such as:
  439. 439. Account
  440. 440. Opportunity
  441. 441. Service Request
  442. 442. Campaign
  443. 443. Product Defect
  444. 444. Activity </li></ul>99<br />
  445. 445. Interactive Assignment<br /><ul><li>Use to assign candidates in real time
  446. 446. Enabled for Service Request and Activity assignment objects
  447. 447. Implemented via user interaction and tasks on server
  448. 448. User makes assignment from a generated list of candidates
  449. 449. Business scenarios
  450. 450. A customer service representative takes a call and creates a new service request (SR), then the service manager assigns the SR to a skilled service agent
  451. 451. A call center supervisor wants to verify that service requests are assigned to the right people
  452. 452. If they are not, he can reassign them by selecting different candidates for assignment </li></ul>100<br />
  453. 453. Implementation Tips<br /><ul><li>Review assignment objects, rules, and attributes
  454. 454. Verify rules meet your business requirements
  455. 455. Do not define rules that are too generic
  456. 456. Will result in a large number of matches, degrading performance
  457. 457. Test the system thoroughly
  458. 458. Test functionality and validity, as well as performance
  459. 459. Identify an assignment administrator
  460. 460. To administer assignment objects and assignment rules</li></ul>101<br />
  461. 461. Modifying Assignment Manager Behavior <br /><ul><li>Use client application to
  462. 462. Create and modify assignment rules
  463. 463. Lock assignment
  464. 464. Use Siebel Tools to
  465. 465. Modify assignment object properties
  466. 466. Create new assignment object definitions
  467. 467. Assignment attributes
  468. 468. Assignment objects
  469. 469. Assignment criteria </li></ul>102<br />
  470. 470. Multi-Tier Assignment<br /><ul><li>Filters howpeopleandorganizationsareassigned, based on therelationshipsbetweenthem
  471. 471. Controls thedegreeofdependencybetweenpeopleandorganizationsduringassignment
  472. 472. Sets precedence on the type ofassignmentmade
  473. 473. Assignmentmodes
  474. 474. Independent
  475. 475. Organization-Oriented
  476. 476. Person-Oriented
  477. 477. Organization and Person-Oriented</li></ul>103<br />
  478. 478. Mejoras 8.X<br />Search<br />Catálogo<br />Administrador de Producto.<br />Administrador de Precios.<br />104<br />
  479. 479. Mejoras Siebel 8.X<br />Siebel iHelp versus Automatización de Tareas (Siebel Task UI)<br />Siebel iHelp es más apropiada para ofrecer una ayuda general de cada una de las entidades. <br />Siebel Task UI es una herramienta más potente:<br /><ul><li>Proporciona una guía de los procesos de la aplicación
  480. 480. Requiere configuraciones específicas. </li></ul>105<br />
  481. 481. Mejoras Siebel 8.X<br />Siebel Search<br />Siebel Search es una utilidad de Siebel que permite realizar búsquedas avanzadas a través de todas las entidades y ficheros adjuntos. <br />Guardar<br /> Búsqueda<br />Búsqueda<br /> avanzada<br />Ordenar resultados<br />Los resultados son de entidades<br /> diferentes. Aparece la fecha de última <br />modificación del registro<br />La palabra buscada<br /> aparece en negrita<br />106<br />
  482. 482. Mejoras Siebel 8.X<br />Siebel Search<br />Opciones búsqueda avanzada<br />Operadores<br />Selección de entidades<br /> donde buscar<br />Buscar por <br />formato de fichero<br />Buscar por <br />entidades o por <br />ficheros adjuntos<br />107<br />
  483. 483. Mejoras Siebel 8.X<br />Catálogo<br />Administración de Productos <br />Tipos de Productos en Siebel 8.X:<br /><ul><li>Productos Personalizables: son aquellos en los cuales el usuario no realiza ninguna configuración.
  484. 484. Productos No Personalizables:productos con atributos, en los cuales el usuario puede configurar características de su producto pero no los componentes.
  485. 485. Productos con Componentes: en los cuales el usuario puede modificar sus características y sus componentes (Ej.: Una caldera, en la cual podemos elegir no solo el modelo y la potencia de la caldera sino que también podemos solicitar el componente mantenimiento. El producto sería la caldera (con sus atributos: modelo y potencia) y el componente opcional sería el mantenimiento).</li></ul>108<br />
  486. 486. Mejoras Siebel 8.X<br />Catálogo<br />Administración de Productos <br />Organización de Productos:<br /><ul><li>Catálogos: colección de ítems (productos y servicios) ordenados de forma lógica en conjuntos. Pueden ser públicos o privados.
  487. 487. Categorías: agrupación lógica de ítems dentro de un catalogo. </li></ul>El acceso al catálogo y categorías se puede controlar mediante la utilización de Grupos de Acceso: Colección de Posiciones, Organizaciones y Listas de Usuarios<br />Categoría: Grupos de Acceso<br />Catálogo 1<br />Categoría A<br /><ul><li>Prod 1
  488. 488. Prod 2
  489. 489. Doc 1.</li></ul>Categoría B<br /><ul><li>Prod 4</li></ul>Categoría C<br />Catálogo: Grupos de Acceso<br />Sub Categoría 2<br /><ul><li>Prod 7
  490. 490. Prod 8</li></ul>Productos: Elegibilidad, interfaz de usuario<br />Sub Categoría 1<br /><ul><li>Prod 5
  491. 491. Prod 6</li></ul>Sub Categoría 3 <br /><ul><li>Doc 1</li></ul>109<br />
  492. 492. Mejoras Siebel 8.X<br />Catálogo<br />Administración de Productos <br />Organización de Productos:<br /><ul><li>Clases de Productos (o Modelos):
  493. 493. Sirven para organizar atributos.
  494. 494. A un producto se le puede asignar una clase para que herede todos sus atributos.
  495. 495. Se pueden meter clases dentro de clases  Concepto de sub-clase.
  496. 496. Líneas de Productos: otros agrupadores de productos. </li></ul>Visualización de Productos:<br /><ul><li>Se trata de la visualización de la estructura del producto en el configurador (una vez pulsado el botón “Personalizar”). El sistema permite crear diferentes interfaces de usuario para un mismo producto y su asignación mediante responsabilidades a los distintos grupos de usuarios.</li></ul>110<br />
  497. 497. Mejoras Siebel 8.X<br />Catálogo<br />Administración de Productos <br />Paquetes de Productos (Bundels):<br /><ul><li>Grupo de productos vendidos como uno solo y por tanto con precio único.
  498. 498. No modificables en tiempos de Oferta.</li></ul>Promociones:<br /><ul><li>Descuentos especiales por contratar un producto o un conjunto de productos concretos.
  499. 499. Tipos de promociones: “Cupones” si aplican a un único producto y “Paquete” cuando es para un conjunto.
  500. 500. Aplicación de las promociones:
  501. 501. Top-down: se selecciona una promoción y se añaden a la orden todos los productos asociados a la promoción.
  502. 502. Bottom-up: se selecciona algún producto asociado a una promoción y un asesor recomienda el paquete promocional al que pueda pertenecer el producto, siempre que no pertenezca ya a uno.</li></ul>111<br />
  503. 503. Mejoras Siebel 8.X<br />Catálogo<br />Administración de Productos <br />Otros Conceptos Importantes:<br /><ul><li>Acceso al Catálogo (Usuario – Producto): Los catálogos pueden ser definidos como públicos o privados. La definición de un catálogo como privado implica que las categorías que lo conforman son también privadas. Cuando un catálogo es privado sólo tendrán acceso a él los usuarios que pertenezcan a los grupos de acceso (organizaciones o posiciones) asociados al mismo.
  504. 504. Reglas de Elegibilidad (Cliente – Producto): En base a información del cliente determinando si éste es elegible o no para adquirir un producto o servicio. Existen dos tipos de reglas: Available (clientes elegibles) y NotAvailable (clientes no elegibles).
  505. 505. Reglas de Compatibilidad (Producto – Producto): Asociadas a un producto, determinan si otro producto debe ser excluido o incluido en la configuración. Son solo informativas.
  506. 506. Reglas de Validación (Producto): Validaciones implementadas mediante customización que se usan para procesos de negocio/configuraciones muy específicos.</li></ul>112<br />
  507. 507. Mejoras Siebel 8.X<br />Catálogo<br />Administración de Precios <br />Generalidades:<br /><ul><li>Lista de Precios: set de precios estándar para productos y servicios.
  508. 508. Se pueden definir tantas como se necesiten.
  509. 509. Para cada lista, mediante administración, se asignan los precios definidos en la administración de precios a los componentes de cada producto definido en la administración de productos.
  510. 510. Lista de Tarifas: Set de importes que se cobran en servicios facturables por horas.
  511. 511. Lista de Costes: Set de costes por producto o servicio. Se pueden añadir a una lista de tarifas o de precios para calcular el margen de beneficio. Tipos:
  512. 512. Estándar: Coste predeterminado que se comprara con el coste actual para medir el rendimiento de un departamento u operación.
  513. 513. LastCost: Métrica de costes basada en LIFO. Asume que los últimos productos que entran son los primeros que salen, y que por tanto el inventario final consiste en los primeros productos adquiridos.
  514. 514. NextCost: Método de costes que permite al usuario mantener los costes manualmente.
  515. 515. AverageCost: Método de cálculo de costes que calcula el coste medio de todos los gastos de adquisición de un producto inventariado.</li></ul>113<br />
  516. 516. Mejoras Siebel 8.X<br />Catálogo<br />Administración de Precios <br /><ul><li>Descuentos por Volumen:
  517. 517. Ajuste del precio de un producto basado en la cantidad de productos que se van a contratar.
  518. 518. Pueden ser de dos tipos:
  519. 519. Simples: Mismo descuento para todos los productos incluidos siempre. Ejemplo: 20% de descuento para más de 10 productos.
  520. 520. Compuestos: Descuento gradual para cada grupo de productos. Ejemplo: 0% para los 5 primeros, 5% para los 10 siguientes, 10% para los 20 siguientes, etc.
  521. 521. Descuentos Agregados:
  522. 522. Descuentos aplicados a productos concretos por comprarlos dentro de un paquete.
  523. 523. También se consideran descuentos agregados las promociones y los paquetes de productos.</li></ul>114<br />
  524. 524. Mejoras Siebel 8.X<br />Catálogo<br /><ul><li>Matrices de Descuentos:
  525. 525. Permiten ajustar los descuentos por producto, tipo de cliente y segmento de mercado y tenerlos agrupados en una simple matriz:
  526. 526. Ajuste de Atributos:
  527. 527. Permiten ajustar los descuentos por la configuración de un producto (valores de sus atributos):</li></ul>115<br />
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