Introducing Siebel Applications

1.

Siebel 8.0 Essentials
Introducing Siebel Applications
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2. Module 1: Introducing Siebel Applications

3. Module Objectives

• To understand the term Customer Relationship
Management (CRM)
• To describe Siebel CRM and Identify the common entities
found in Siebel CRM
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4. Customer Relationship Management (CRM)

• "CRM is the business strategy that aims to understand,
anticipate, manage and personalize the needs of an
organization's current and potential customers"
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5. Introduction to Siebel Applications

• Siebel CRM Applications are available tailored for:
- different types of customers, partners or employees interaction
and channel (Horizontal Applications)
- different types of Industries (Industry Applications)
Industry Applications
Siebel Consumer Sector
Siebel Energy
Siebel Financial Services
Siebel Life Sciences
Siebel Public Sector
Siebel Travel & Transportation
Horizontal Applications
Employee Applications
Customer Applications
Siebel Call Center
Siebel Service
Siebel Sales
Siebel eSales
Siebel eService
Siebel Orders
Siebel Pricer
Introducing Siebel Applications
Partner Applications
Siebel Partner Manager
Siebel Partner Portal
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6. Employee Application: Siebel Sales

• Siebel Sales application is used by a company’s employees
(Sales Representatives, Sales Managers) to manage Accounts,
Contacts, Sales Opportunities and to forecast the revenues.
Siebel Sales
Opportunities Screen
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7. Employee Application: Siebel Call Center

• Siebel Call Center application is used by a company`s
telesales and service representatives.
Siebel Call Center
Service Screen
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8. Customer Application: Siebel eSales

• Siebel eSales application is used by customers to purchase products
over the web.
– Includes an interactive product catalog, search and product comparison
mechanism and online ordering capabilities.
Product catalog
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Shopping cart
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9. Partner Application: Siebel Partner Portal

• Siebel Partner Portal application is used by a company`s
partners to communicate, collaborate and conduct business with a
Web-based interface.
Partner Portal
Opportunities screen
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10. Types of Siebel Interfaces (UI)

• Siebel UI is rendered in one of the two modes
– High Interactivity Mode
• is available for employee applications supporting highly
interactive users.
• requires Internet Explorer (check documentation for versions)
• provides additional functionality (using additional code such as
Active X controls)
• has drag-and-drop for setting column width
• reduces number of page refreshes
• has menu bar and tool bars
• has implicit save
– Standard Interactivity Mode
• is available for customer and employee Applications.
• behaves like typical HTML based Web Application.
• is available on a wide variety of browsers.
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11. Differences between User Interfaces

• The following features are supported only by high
interactivity:
– Client-side scripting.
• with access to Siebel objects on the client side
– Interactive controls.
• like calculator, calendar date/time selector
– Implicit save.
• saves the record without having to press the save button
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12. Common Business Entities in Siebel Application

• A business entity is something which is of business
interest in the real world
• Siebel Application refers to these entities as Business
Components
– Examples
• Accounts
• Contacts
• Opportunities
• Service Requests
• Assets
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13. Common Siebel Business Components

• Accounts
• Contacts
• Opportunities
• Service Requests
• Assets
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14. Accounts

• An account is a business external to your company
– Represents a current or potential client, a business partner or
a competitor with whom you do business
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15. Contacts

• Contacts are the people with whom you do business
• They have the following characteristics
– Name
– Job Title
– Email Address
– Work Phone #, Mobile Phone #, Home Phone #
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16. Opportunities

• Opportunities are potential revenue-generating events
• They have the following characteristics
– Possible Association with an Account
– Potential Revenue
– Probability of Completion
– Status of Lead
– Close Date
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17. Service Requests

Service Requests are requests from customers for information or assistance
with a problem related to products or services purchased from your
company
• They have the following characteristics
–
–
–
–
–
A Status
A Severity Level
A Priority Level
Association with an Account
A Single Owner
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18. Assets

• Assets are instances of purchased products
• They have the following characteristics
– An asset number
– A product and part number
– Status level
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19. Module Highlights

• Siebel CRM Applications allow you to manage all points of contact
• Types of Applications:
–Industry Applications
–Horizontal Applications
• Employee Applications – Siebel Call Center, Siebel Sales, etc.
• Customer Applications – Siebel eSales, Siebel Partner Portal, etc.
• Some of the important Siebel business components are:
–Accounts
–Contacts
–Opportunities
–Service Requests
–Assets
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