Siebel 7 Essentials Student Guide Vol1

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Siebel Systems, Inc.Siebel 7 EssentialsStudent Guide, Volume 1

Version 7.0 November 2001

Part # 10PO2-PLT01-07000

10PO2-PLT01-07000

Copyright 2001 Siebel Systems, Inc., 2207 Bridgepoint Parkway, San Mateo, CA 94404. All

rights reserved. No part of this publication may be stored in a retrieval system, transmitted, or

reproduced in any way, including but not limited to photocopy, photographic, magnetic, or other

record, without the prior agreement and written permission of Siebel Systems, Inc.

Siebel Systems, Inc. considers information included in this document to be Confidential and

Proprietary. Your access to and use of this Confidential and Proprietary Information is subject to

the terms and conditions of the Siebel License Agreement or Non-Disclosure Agreement which

has been executed and with which you agree to comply.


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Copyright2001 Siebel Systems, Inc. Siebel Systems, Inc.

Re: Training Materials Siebel Systems Confidential and Proprietary Information

Dear Siebel Education Student:

This letter will serve to confirm that all information that is disclosed orally, visually, and in printedform during your visit to Siebel Systems, Inc. for formal training classes is to be treated asConfidential in accordance with the terms of the applicable confidentiality agreement (theAgreement) between Siebel Systems, Inc. and your Company.

Under the terms of the Agreement, please be advised that you may not:

1. disclose such information or materials except as specified in the Agreement, nor2. use such information or materials other than for the specified purpose set forth in the

Agreement.

Also, the materials you receive during your visit are copyrighted works of Siebel Systems, Inc.(regardless of whether they bear a copyright mark) and may be used only for the purpose ofsupporting the training of your employees who attend Siebel System training courses. You maynot reproduce, disclose, or distribute these materials, in whole or in part, nor may you preparederivative works of them. These copyrighted works include the Student Guides, Labs Manuals,Instructor Guides, and all course materials used in Siebel Systems, Inc. courses and workshops.


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For more information about Siebel Technical Education classes: http://siebeluniversity.siebel.com

Technical Training from Siebel University

Instructor-Led Training

Siebel University offers instructor-led courses and workshops on core Siebel architecture, functions,and enabling technologies, in our Learning Centers or on-site at your company. Instructor-led training

sessions are conducted by instructors who have both a practical and a theoretical command of the

subject matter they teach. Lectures and demonstrations are reinforced by hands-on labs, discussions,

and question-and-answer sessions for maximum understanding and retention.

Siebel 7 Essentials Installing and Extending Siebel Analytics 7

Siebel 7 Core Consultant Course Creating Siebel 7 Reports

Siebel 7 Requirements Mapping Siebel 7 Migration Training Workshop

Siebel eBusiness Application Integration 7 Siebel eRoadmap Workshop

Configuring Siebel Marketing 7 Getting Started Workshop

Siebel Interactive Selling Suite 7: Server-

Based Implementation Siebel Employee Relationship Management

7 Workshop

Siebel Interactive Selling Suite 7: Browser-

Based Implementation

Key Success Factors for Siebel Implementa-

tions Workshop

Web-Based Training

Siebel University offers Web-based courses covering the complete line of Siebel eBusiness

Applications. This technology-enabled training is self-paced, interactive, and involves the use oftraining products that are Internet, CD-ROM, and intranet playable. These CD-ROM-based and Web-

based products, available 24x7, feature modular design for effective learning, easy navigation, and

searchable topics.

Course Types:a wide variety of Web-based training divided into three types:

Functional Technical Selling topics

Course Subjects:Web-based courses cover the following training subjects:

Components of Siebel

eBusiness Applications

Siebel Industry

applications

Siebel Horizontal applications

Siebel software migration Technical topics Navigation


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For more information about Siebel End User Education: http://siebeluniversity.siebel.com

Siebel End User Education

Uniquely Qualified to Train Siebel End Users

Siebel End User Education focuses exclusively on providing process-based education for Siebel

eBusiness Applications. Our global team of consultants blends the right mix of technology and

human interaction to generate interactive training solutions that accommodate all types of end users

on all tiers of the organizational hierarchy. These solutions may include one or a variety of the

following:

Consultative analysis and reviews

Targeted training courseware

Instructor-led classes

Self-paced study

Distance learning

Performance support systems

No other education consulting team focuses 100% of their efforts on Siebel eBusiness Applications

like Siebel End User Education. Our consultants have extensive industry experience, participate inon-going training and certification on all Siebel eBusiness Applications, and possess advanced

business skills. In addition, Siebel Consultants have the advantage of working closely with internal

and external resources throughout Siebel Systems and its integration partners. Our global presence

enables us to deliver solutions in many languages, including most European and Asian languages. For

those customers who intend to use an internal training team, we will work with that team to providethe Siebel eBusiness Application expertise and support they need during and beyond the rollout.

Flexible Education Solutions

Siebel End User training reaches beyond instruction of technical components and complex concepts.

It bridges the gap between old and new processes. End users need to know more than how Siebel

eBusiness Applications work; they need to know how it will affect them in accomplishing their job

responsibilities. Siebel End User Education has developed three distinct domains to categorize the

flexible education solutions that ensure optimal end-user deployments targeted to the customers

unique requirements and environment.

Transition:our innovative consultative services, like change communication and readiness,

that assist our customers in better planning and communicating a Siebel eBusiness

Application deployment.

Deployment: the development and delivery of training rollouts for both enterprise and mid-

market customers, whether it is to end users or a customer's internal team of trainers. eLearning: the customized multimedia solutions used for self-paced learning, process

validation, and training support.

The process-oriented services we provide stem from a solid foundation of core skills in development

and delivery. Using this foundation, we cultivate the most appropriate, flexible solution that supports

our customers values yet inspires their end users in a way no other training experience has in the

past.


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Siebel 7 Essentials

Siebel Systems, Inc. iCOMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION

DUPLICATION IS PROHIBITED

Table of Contents

Volume 1

Foundations

Module i: Siebel 7 Essentials Training

Module 1: Introducing Siebel eBusiness Applications

Module 2: Using the Siebel Client

Module 3: Organizing Data Behind the User Interface

Architecture and Installation

Module 4: Exploring the Siebel Architecture

Module 5: How Clients Access Siebel Data

Module 6: Installing Siebel Software

Module 7: Server Administration

Access Control and Organization Setup

Module 8: Access Control and Views

Module 9: Access Control and Data

Module 10: Access Control and View Types

Module 11: Creating an OrganizationModule 12: Authenticating Users

Exploring Siebel Applications

Module 13: Understanding Object Definitions Behind a Siebel Application

Module 14: Using Siebel Tools to Examine Object Definitions

Module 15: Understanding the Siebel Data Model

Module 16: The Siebel Data Model: Party Business Components

Configuration

Module 17: The Configuration Process

Module 18: Managing Object Definitions


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Siebel 7 Essentials

ii Siebel Systems, Inc.

COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATIONDUPLICATION IS PROHIBITED

Volume 2

Configuration, Continued

Module 19: Editing and Compiling Object Definitions

Module 20: Understanding Siebel Template Files

Module 21: Configuring Applications and Screens

Module 22: Configuring Views

Module 23: Configuring List Applets

Module 24: Configuring Form Applets

Module 25: Understanding Business Components and Joins

Module 26: Business Components and Joins: Party Extension Tables

Module 27: Understanding Business Objects and Links

Module 28: Configuring Business Components and Fields

Module 29: Creating a New BC Using the Standard 1:M Extension Table

Module 30: Configuring Navigation

Module 31: Extending the Database

Module 32: Configuring Picklists

Module 33: Configuring Multi-Value Groups

Module 34: Configuring Access Control

Module 35: Localizing an ApplicationModule 36: Configuration Guidelines

Volume 3

Data Loads

Module 37: Introducing Enterprise Integration Manager

Module 38: Data Mapping

Module 39: Invoking Enterprise Integration Manager

Module 40: Setting Enterprise Integration Manager Options

Module 41: Access Control and Access Groups


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Siebel 7 Essentials

Siebel Systems, Inc. iiiCOMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION

DUPLICATION IS PROHIBITED

Business Process Automation

Module 42: Introducing Siebel Workflow

Module 43: Invoking Workflow Processes

Module 44: Additional Workflow Topics

Module 45: Introducing Assignment Manager

Module 46: Creating Sales Assignment Rules

Module 47: Creating Service Assignment Rules

Module 48: Invoking Assignment Manager

Module 49: Personalizing View and Applet Access

Module 50: Personalizing Content and Behavior

Deployment

Module 51: Using Siebel Remote to Support Mobile Clients

Module 52: Additional Siebel Remote Topics

Module 53: Migrating Data Between Environments

Conclusion

Module 54: Final Words


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Siebel 7 Essentials

iv Siebel Systems, Inc.

COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATIONDUPLICATION IS PROHIBITED


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Siebel 7 Essentials Training

COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION DUPLICATION IS PROHIBITED

i.1

Siebel Systems, Inc.Siebel 7 Essentials

Module i: Siebel 7 Essentials Training 1 of 17

Siebel Technical TrainingSiebel Technical Training

Siebel 7EssentialsVersion 7.0

November 2001

Siebel 7EssentialsVersion 7.0

November 2001


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i.2


Module i: Siebel 7 Essentials Training


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i.3



Module Objectives

This module provides an introduction to the:

Instructor and fellow students (class participants)

Training site

Course materials, goals, audience, methodology, objectives, and

agenda

Why you need to know


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i.4



Introductions and Expectations

Who are you?

Name

Company

Role

What is your prior experience?

Siebel eBusiness applications

Relational database

Programming

How do you expect to benefit from this course?


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i.5



Training Site Information

Bathrooms

Telephones

Fire Exits

Class duration and breaks

Meals and refreshments

Questions?


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i.6



Course Materials

Student Guide

All slides presented during lecture

Lab Guide

Hands-on lab exercises and solutions

Media

Navigating Siebel 7 Applications CD-ROM

Siebel 7 Call Center Fundamentals CD-ROM

Siebel 7 Application Administration CD-ROM

Bookshelf for Siebel 7 Applications CD-ROM


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i.7



Course Objectives

In this course, you will learn how to:

Navigate the Siebel eBusiness user interface

Describe the Siebel eBusiness architecture

Install Siebel eBusiness software to set up your enterprise

Control access to Siebel applications and data

Define your organization structure

Configure and localize a Siebel eBusiness application

Load data into the Siebel database

Automate business rules in your Siebel eBusiness application

Support mobile clients Migrate data between environments


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i.8



Course Audience

This course is designed for:

Application Developers

System Architects and Configurators

Database Administrators

Systems Administrators


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i.9



Course Methodology

Subject matter will be delivered via:

Lecture and slide presentations

Software demonstrations

Class discussions

Hands-on labs


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i.10



Overview of Course Flow

4.

Exploring

Siebel

Applications

2.

Architecture

and

Installation

3.

Access

Control and

Organization

Setup

5.

Configuration

6.

Data Loads7.

Business

Process

Automation

8.

Deployment

9.

Conclusion

1.

Foundations


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i.11



Agenda

Foundations

1: Introducing Siebel eBusiness Applications

2: Using the Siebel Client

3: Organizing Data Behind the User Interface

Architecture and Installation

4: Exploring the Siebel Architecture

5: How Clients Access Siebel Data

6: Installing Siebel Software

7: Server Administration


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i.12



Agenda Continued

Access Control and Organization Setup

8: Access Control and Views

9: Access Control and Data

10: Access Control and View Types

11: Creating an Organization

12: Authenticating Users

Exploring Siebel Applications

13: Understanding Object Definitions Behind a Siebel Application

14: Using Siebel Tools to Examine Object Definitions 15: Understanding the Siebel Data Model

16: The Siebel Data Model: Party Business Components


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i.13



Agenda Continued

Configuration

17: The Configuration Process

18: Managing Object Definitions

19: Editing and Compiling Object Definitions

20: Understanding Siebel Template Files

21: Configuring Applications and Screens

22: Configuring Views

23: Configuring List Applets

24: Configuring Form Applets

25: Understanding Business Components and Joins 26: Business Components and Joins: Party Extension Tables


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i.14



Agenda Continued

Configuration Continued

27: Understanding Business Objects and Links

28: Configuring Business Components and Fields

29: Creating a New BC Using the Standard 1:M Extension Table

30: Configuring Navigation

31: Extending the Database

32: Configuring Picklists

33: Configuring Multi-Value Groups

34: Configuring Access Control

35: Localizing an Application 36: Configuration Guidelines


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i.15



Agenda Continued

Data Loads

37: Introducing Enterprise Integration Manager (EIM)

38: Data Mapping

39: Invoking Enterprise Integration Manager

40: Setting Enterprise Integration Manager Options

41: Access Control and Access Groups

Business Process Automation

42: Introducing Siebel Workflow

43: Invoking Workflow Processes 44: Additional Workflow Topics

45: Introducing Assignment Manager

46: Creating Sales Assignment Rules


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i.16



Agenda Continued

Business Process Automation Continued

47: Creating Service Assignment Rules

48: Invoking Assignment Manager

49: Personalizing View and Applet Access

50: Personalizing Content and Behavior

Deployment

51: Using Siebel Remote to Support Mobile Clients

52: Additional Siebel Remote Topics

53: Migrating Data Between Environments

Conclusion

54: Final Words


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i.17



Summary

This module provides an introduction to the:

Instructor and fellow students (class participants)

Training site

Course materials, goals, audience, methodology, objectives, and

agenda


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i.18



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Introducing Siebel eBusiness Applications


1.1


Module 1: Introducing Siebel eBusiness

Applications


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1.3


Module 1: Introducing Siebel eBusiness Applications 3 of 25

Siebel eBusiness Enterprise

An integrated product suite that helps manage customer

relationships

Built on a common architecture

Siebel eFinance

Siebel eInsurance

Siebel eHealthcare

Siebel eCommunications

Industry Applications

Siebel eAutomotive

Siebel eEnergy

Siebel ePharma

Siebel ePublic Sector

Customer ACustomer Applications

Siebel eMarketing

Siebel eService

Siebel eSalesSiebel Interactive Selling

Suite (ISS)

Siebel Handheld

Siebel Wireless

Siebel Voice

Employee Applications

Siebel Call Center

Siebel Service

Siebel SalesSiebel Field Service

Siebel eBusiness Architecture

For complete listing,

see Siebel Bookshelf

or www.siebel.com

Partner Applications

Siebel eChannel


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1.4



Siebel MidMarket Edition (MME)

Designed for companies with fewer than 100 users

An integrated product suite that helps manage customer

relationships

Industry Applications

Customer Applications

Siebel eCustomer, MidMarket Edition

Siebel eSales,MidMarket Edition

Siebel eService, MidMarket Edition

Employee Applications

Siebel Call Center, MidMarket Edition

Siebel Sales, MidMarket Edition

Siebel Service, MidMarket Edition

Siebel eBusiness Architecture

Siebel eFinance, MidMarket Edition

Siebel eInsurance, MidMarket Edition

Siebel eHealthcare, MidMarket Edition

Partner Applications

Siebel eChannel, MidMarket Edition

MME is a product line optimized to meet the fundamental eBusiness

needs of most mid-sized companies. It is designed to provide basic salesand service functionality. In general, MidMarket Edition has a much

simpler feature set than the Enterprise offering. The technical features not

built into the MidMarket Edition are those typically required by large

organizations, including UNIX support, server-to-server replication,

advanced database extensibility, and advanced Assignment Manager

functionality. MidMarket Edition is built upon Siebel's Web-based

architecture and shares the same look and feel of Siebel Enterprise.

Technical differences relevant to material covered in this course will be

pointed out as appropriate. For a detailed comparison, please refer to

Siebel SupportWeb.

Siebel MidMarket

Edition


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1.5



Business Entities

Siebel eBusiness Applications use entities to manage business

relationships, for example Accounts

Opportunities

Contacts

Service Requests

Activities

Assets

A business entity is something in the real world in which we have a

business interest.

Entity


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1.6



Account

Is a business external to your company

Represents a current or potential client, a business partner, ora competitor


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1.8



Contact

Is a person with whom you do business

Has the following characteristics Name

Job title

Email address


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1.9



Service Request

Is a request from a customer for information or assistance with

a problem related to products or services purchased from yourcompany

Has the following characteristics

Status

Severity

Priority


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1.10



Activity

Is a specific task or event to be completed

Has the following characteristics Start date and due date

Priority

Assigned to specific employees for completion


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1.11



Asset

Is an instance of a purchased product

Has the following characteristics Asset number

Product and part number

Status


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1.12



Types of Applications

Employee

Internal application used by employees and partners

Examples: Siebel Sales, Siebel Call Center, eFinance

Customer

External application used by customers

Examples: Siebel eService, Siebel eSales, Siebel eMarketing

Partner

External application used by employees and partners

Example: Siebel eChannel

There are two types:

Alliance Partners are partners who team with Siebel Systems in themarket.

Channel Partners are partners authorized to resell Siebel eBusiness

Applications.

Partners


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1.13



Types of User Interfaces (UI)

High interactivity

Available for employee applications, supporting highly interactiveenterprise users

Requires Internet Explorer 5 or higher

Standard interactivity

Available for customer applications

Behaves like traditional Web applications, requiring frequent

page refreshes

Available for customer applications, when the Web users browser is

unknown.

Standard Interactivity

Available only with Siebel employee applications in the Siebel 7 release.

High interactivity relies on Java, JavaScript, and LiveConnect support fromthe browser. It also requires JavaScript 1.2 Document Object Model

(DOM) technology and HTML frame support from the browser.

High Interactivity


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1.14



Benefits of High Interactivity UI

Reduces number of page refreshes

User downloads complete HTML page initially

Subsequent round trips fetch data required to update page

Saves data implicitly by stepping off record

No need to click Save button

Supports highly interactive graphical UI elements

Flowcharts, organization charts, interactive toolbars


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1.15



Differences Between High and Standard Interactivity

The following features are supported onlyby high interactivity

Client-side scripting With access to Siebel objects on the client side

Interactive controls

Calculator, calendar date/time selector

Keyboard shortcuts

For frequently used commands

Allow employees to speed up routine tasks and thereby improve their

productivity.

Keyboard Shortcuts

These provide customers with added flexibility to design and customize

their applications.

Interactive Controls

Using Siebel objects, customers can build sophisticated data validation

logic on the client side to further reduce the number of page refreshesneeded for high interactivity applications.

Client-side Scripting


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1.16



Employee Application: Siebel Sales

Siebel Sales allows your sales force to manage accounts,

sales opportunities, and contacts

Personalized content

For more information on Siebel Sales, go to www.siebel.com.Reference


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1.17



Employee Application: Siebel Call Center

Siebel Call Center allows your agents to coordinate and

manage all customer interactions

Click

menu

button for

more

commands

For more information on Siebel Call Center, go to www.siebel.com.Reference


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1.18



Customer Application: Siebel eService

Siebel eService allows your customers to receive self-service

and assisted service over the Web

Frequently asked questions

allow customer self-service

For more information on Siebel eService, go to www.siebel.com.Reference


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Customer Application: Siebel eSales

Siebel eSales allows your customers to purchase products

over the Web

Browse products

Shopping cart

For more information on Siebel eSales, go to www.siebel.com.Reference


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1.20



Partner Application: Siebel eChannel

Siebel eChannel allows companies and their partners to work

together to market and sell to, service, and retain customers

Recommended

itemsCompany news

For more information on Siebel eChannel, go to www.siebel.com.Reference


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1.21



Applications Used in This Course

Siebel Call Center and Siebel eService are used during this

course Technology learned here applies to all Siebel applications

For information on all other Siebel eBusiness Applications, see

Siebel Bookshelf

www.siebel.com


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1.22



Standard Siebel Application

Functionality demonstrated so far is standard and prebuilt

Data presented in the UI is stored in a database

SiebelDatabase


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1.24



Benefits of Deploying Siebel Applications

Applications are integrated, so they can work separately or

together Integrated applications access a common Siebel database

All Siebel eBusiness Applications are built on a common

architecture


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1.25



Summary

This module showed you how to:

Describe standard Siebel terminology and user interface behavior

Describe Siebel employee, customer, and partner applications

Describe standard features that can be changed


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1.26



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Using the Siebel Client


2.1


Module 2: Using the Siebel Client


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2.2


Module 2: Using the Siebel Client 2 of 25

Module Objectives

After completing this module you will be able to:

Use the Siebel user interface (UI)


Understanding the UI enables you to effectively use Siebel

applications

Knowledge of standard application features provides context for

configuration later in the course


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2.3



Home Page

Logging in to a Siebel application displays a home page

Personalized content

based on login

Frequently used screens

Drill down on hyperlink for more detail

Application-level menu

This is an example of a typical home page for a Siebel employee

application.

Home Page


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2.4



Navigating the UI

Clicking on different UI elements navigates to different data

Screen tabs

View tabs

Show drop-down

Selected record

List

Form

The selected record in a list is highlighted with a contrasting color.Selected Record

Clicking a view tab shows data related to the selected record. For

example, clicking the view tab Account Team will show the account teamfor the account Perrier Group of America.

View Tab

Clicking here will show a subset of data for the functional application area.Show Drop-Down

Clicking a screen tab navigates to a functional area of the application,

such as accounts, contacts, service requests, assets, campaigns, and soon. Screen tabs indicate the most commonly used screens. To access all

available screens in the application, use the application-level menu and

select ViewSite Map.

Screens


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2.5



Screens and Views

Screens and views show business entities and related data

List

Form

Indicates the subset

of account data

displayed in list

Accounts screen

Subsets of account data that

can be displayed

Shows a subset of data for the functional application area. Click a

selection in the drop-down list to navigate to a different subset of data.

Show Drop-Down


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2.6



Navigating Through Lists and Forms

Use next or previous record set buttons or menu button

Navigate through

records in a list

Navigate to next

record or previous

record in a form

Click menu

button to

navigate to

first or

last records

in list

Selecting Last Record will navigate to the last record in the list.Last Record

Selecting First Record in the menu will navigate to the first record in the

list.

First Record


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2.7



Drilling Down for More Information

Drill down on hyperlink to see more information

1. Clicking account hyperlink

2. presents

account and

contact data

Hyperlinks can be configured using Siebel Tools.Hyperlinks


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2.8



Navigating Through Views and Screens

Back and forward arrows

History drop-down

Thread bar

Use arrows to navigate to

previous screens and views

Select from drop-down list

to navigate to previous

screens and views

Current view is at

top of list

Click on hyperlink to navigate to previous view Current view

The thread bar shows your:

Location among screens and views

Path as you drill down on a record

Thread Bar

These are the arrows available for navigation in the Siebel application. Do

not confuse them with the browser back and forward arrows, as behavioris very different.

Back and Forward

Arrows


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2.10



Application-Level Menu

This menu applies to the entire application and shows available

actions

The application-level menu is available only in the high interactivity

interface.

High Interactivity UI

Menu items might vary depending on the Siebel application you are using.

These menu items are available in the standard Siebel Call Centerapplication.

Menu Items


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2.11



Using Menu Buttons

Menu buttons show available actions for lists and forms

Click to show menu

for Opportunities

list

Click to show

menu forOpportunity form

The menu button displays a menu of actions available for the list or form.

Notice that some of these actions are also available from the application-level menu.

The menu button is available only in the high interactivity interface.

Menu Button


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2.13



Modifying and Saving Data

Modify data

Select record field in the list or form, and change it

Save data implicitly

Click off the record in a list or the field in a form to commit it to the

database

Available in high interactivity interface

Save data explicitly

Click Save to commit the record to the database

Available in standard and high interactivity interfaces

Explicit save

The presence of the Save button does not negate the implicit record-level

commit described above.

Save Button


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2.14



Using Picklists and Multi-Value Groups

Picklist

Select a single value for a fieldin a record

Multi-value group (MVG)

Associate one or more values

to a field in a record

Associate

members to theaccount team

Select an Account

Type for the account

Drop-down arrow

Select button

Clicking the select button in a field accesses a dialog box, which provides

a list of records from which to select.

Select Button

The drop-down arrow indicates that data can be selected from an

available source, such as a picklist, calendar, or calculator.

Drop-Down Arrow

Multiple addresses can be associated to an account

Sales teams can be made up of many team members

An opportunity can have multiple sources, such as phone call, trade

show, or conference

Multiple employees can be assigned to an activity

More Examples of

MVGs


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2.15



Querying for Data

Use a query to retrieve specific data

1. Select New Query

3. Select Run Query

2. Enter criteria inappropriate fields

4. Query returns

all records

matching the

criteria

Siebel eBusiness Applications support QBE, which helps you quickly and

easily find the information you are looking for.

Query by Example

(QBE)

A query retrieves information from a database, allowing you to:

Locate one or more records that meet specific criteria

Create a subset of data for viewing and reporting

Refresh the view to updated information

What is a Query?


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2.16



Query Operators

Wildcards (asterisks) can be used to search for multiple

characters, for example Ma* will find Madrid, but not San Mateo

*Ma* will find Madrid and San Mateo

* cannot be used in date or numeric fields


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2.17



Refining Queries

Use Refine Query to modify an existing query

2. Enter additional or

modified criteria

1. Select Refine Query

Original query criteria

3. Select Run Query

4. Query returns all records matching both the

original and the additional criteria


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2.18



Saving Queries

Use the application-level menu to save a query

1. Select EditQuerySave As

2. Name the query and click OK

By default, queries are saved as private queries, and are only available to

the user who created them.

Saving Queries

You must use this menu to save queries. Optionally, you can perform the

other query functions from this menu, such as creating a new query,refining an existing query, and running a query.

Application-Level Menu


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2.20



Sorting Data

Click the Sort icon in a column to sort data in ascending or

descending order

Click up arrow for

ascending (A Z) order

Click down arrow for

descending (Z A) order


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2.21



Keyboard Accelerators

Provide an alternative to mouse clicking for performing

commands Also known as keyboard shortcuts

Two modes

Basic

Extended

See online help for a full list of

keyboard shortcuts.

Select

HelpContentsIndex and

click the letter K

Examples of record shortcuts

This mode is for users who 1) Do not wish to download the ActiveX control

to their browser client, or 2) Use browsers that are not able to accept and

run ActiveX controls. Limitations are that you cannot map any key

sequences that are already used by the browser, and you cannot map any

key sequences that use special keys (such as function keys and up/down

arrow keys).

Basic Mode

This mode makes use of a small ActiveX control downloaded one time to

the browser when starting the Siebel application. Extended mode allowsthe ability to map any key sequence to Siebel commands. This is the

default setting and is the most commonly used mode.

Extended Mode


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2.22



Controlling UI Presentation: Columns

Click the menu button and select Columns Displayed

Columns

available to be

used in the list

Current columns

in the list

Click buttons

to sequence

columnsClick buttons

to add to or

remove from

SelectedColumns


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2.23



Controlling UI Presentation: Show More

Toggle the list or form to show more or less detail for a record

1. Click Show

more button

2. to show

more details

in form


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2.25



Lab

In the lab you will:

Practice using the Siebel Call Center application


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2.26



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Organizing Data Behind the User Interface


3.1


Module 3: Organizing Data Behind the User

Interface


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3.2


Module 3: Organizing Data Behind the User Interface 2 of 17

Module Objectives


Describe how data is organized behind the user interface (UI) Describe the relationship between data in the database and data

in the UI

Describe the relationship between lists, forms, views, business

components, and business objects


Knowing these fundamental concepts is important to

understanding and configuring Siebel applications


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3.3



Lists and Forms Display Related Business Data

The Siebel UI displays a collection of related business data

items in lists and forms Each field in a list or form represents a business data item

List

Form

Business data item

Record

A record is a collection of related business data items presented in a list or

form.

Record


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3.4



Business Data Stored in Database

Each business data item is stored in a specific database table

and column List and form data come from many tables and columns

Database

Table and columns

Business data item

Record


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3.5



Business Components

Are a collection of data in the database reorganized to reflect

the users business Organize data from the users business perspective for

presentation in the UI

Database

Table and columns

Multiple records

displayed in a list

Businesscomponents

work here

Single record

displayed in a form

Lists and forms are types of applets.Applets

Data appears in the UI according to the users business perspective, and

not by how it is organized in the database

Data in the UI

A business component is a collection of data organized to reflect the

users business. A business component represents related fields of datain a list or form.

Business Component


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3.6



Lists and Forms Reference Business Components

Each list or form references one and onlyone business

component

List references

one business

component

Form references

one business

component


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3.7



Common Business Components

Business components representing common Siebel business

entities include: Account

Opportunity

Service Request

Contact

Activity


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3.9



Business Object

Organizes business components (BC) in relationship to each

other so related data can be displayed in a view

Business

object is a

collection of

businesscomponents

List references

one business

component

Form references

one business

component

Business objects organize data and present it in a view, similar to how

business components organize data and present it in lists and forms.

Business Object


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3.10



Business Objects Relate Business Data

A business object (BO) contains information about the

relationships between business components (BC) Represents a collection of BCs and the relationship between

them

Opportunity

Account

Product Contact

Account

Business component

Business component

Business

object


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3.11



Parent and Child Business Components

A business object (BO) contains aparent (or master) business

component (BC) All other BCs within the BO are child BCs of the parent BC

Opportunity

Account

Product Contact

Account

Child BC

Parent BCBusiness

object

Parent and child business components typically represent one-to-many

record relationships. A view in the UI shows the relationship of more oneor more business components within one business object.

Relationships


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3.12



Example: Parent Business Component

The Account business component is the parent business

component for the Account Contacts view

One account record per view

Opportunity

Account

Product Contact

Account

Account form references

Account parent

business component

Business

object

Record


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3.13



Example: Child Business Component

The Contact business component is a child business

component for the Account Contacts view

One or more contact records are related to the account

Opportunity

Account

Product Contact

Account

Contact list references

Contact child

business component

Business

object

Record


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3.14



Determine Business Components for a View

Use HelpAbout Viewto determine business components for

a view

Parent business component Child business component


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3.15



Siebel Applications

Are characterized by three distinct layers

1.Data presentation 2. Business logic 3. Data storage

Opportunity

Account

Product Contact

Account

Siebel Tools and Configuration GuideReference


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3.16



Summary


Describe how data is organized behind the user interface (UI) Describe the relationship between data in the database and data

in the UI

Describe the relationship between lists, forms, views, business

components, and business objects


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3.17



Lab


Use About View to determine business components and businessobjects which organize and display data in some Siebel views


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3.18



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Exploring the Siebel Architecture


4.1


Module 4: Exploring the Siebel Architecture


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4.2


Module 4: Exploring the Siebel Architecture 2 of 23

Module Objectives


Identify the pieces that make up the Siebel Web architecture Identify the process by which Siebel requests are processed and

sent to the Web client

Identify the role of each component of the architecture


Enables you to understand the relationship between Siebel

software components, preparing you to successfully install them


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4.3



Siebel Web Architecture Overview

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 andinteractive services for clients

Web clients that access the business data

Siebel

File SystemDatabaseServer

Siebel

Servers

Web Server

Clients are discussed in more detail in the next module.Clients


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4.4



Logical Architecture

Siebel Web Client (browser)

Plugins for industry standardWeb servers

Siebel Gateway Server

Siebel Enterprise Server

One or more Siebel Servers

Siebel Server Components

Database Server

Siebel File System

Database

ServerSiebel

File System

Gateway Server

Browser

The Siebel architecture consists of:

Enterprise Server

Siebel Server

Component

Siebel Server

Component

Web Server

Siebel Web

Server ExtensionImage

Cache

Siebel Server Installation GuideReference

Client browser access might be different depending on client deployment.

Differences in the Siebel clients will be explored in the next module.

Browser Access


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4.5



Siebel Clients

Run in a variety of environments

Web browsers, WML devices, and PDAs (Windows CE and

Palm)

Two modes of interaction

Standard mode

High Interactivity mode

Gateway Server

Browser

Enterprise Server

Siebel Server

Component

Siebel Server

Component

Connection state

stored on Siebel Server,

supporting reconnection

if necessary

Web Server

Siebel Web


Cache

WML (Wireless Markup Language) is intended for use with narrowband

devices, including cellular phones and pagers.

WML

Siebel System Requirements and Supported PlatformsReference


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4.6



Enterprise Server

Siebel ServerSiebel Server

File System Manager

Workflow Manager

Object Manager Component

Enterprise Server

Siebel Server

Component

Siebel Server

Component

Web Server and Siebel Web Server Extension

Web server

Identifies and passes Siebel requests to the Siebel Server Passes completed HTML application pages back to browser

Siebel Web Server Extension (SWSE)

Extends Web server to recognize URLs with Siebel requests

Routes requests to the appropriate Siebel Server component

Gateway Server

Web Server

Siebel Web


Cache

The Siebel Web Server Extension connection to the Object Manager is

stateless. This allows sessions to be dynamically load balanced across

Web servers at the HTTP request level. It also improves Web server

scalability and availability.

Stateless Connection



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4.7



Image Cache

Siebel component residing on Web server that reduces load on

Siebel Servers and file system Images published to Web server

Allows parallel download of images

Enterprise Server


File System Manager

Workflow Manager


Enterprise Server

Siebel Server

Component

Siebel Server

Component

Gateway Server

Web Server

Siebel Web


Cache


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4.8



Gateway Server: Name Server

Serves as a single entry point for accessing Enterprise

Server(s) Dynamically registers Siebel Server and component availability

Assigns work based on components requested by SWSE

Stores component definitions and assignments, operational

parameters, and connectivity information

Stored in siebns.dat file in shared directory

Enterprise Server

Siebel Server

Component

Siebel Server

Component

Gateway Server

Web Server

Siebel Web


Cache

The Gateway Server can be run in a clustered environment to provide

redundancy and avoid a single point of failure.

Clustered

Environments

The Gateway Server runs as a Windows service or UNIX daemon

process.

Gateway Server


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4.9



Enterprise Server


File System Manager

Workflow Manager


Enterprise Server

Siebel Server

Component

Siebel Server

Component

Gateway Server: Connection Brokering

Directs client requests to the least-laden Siebel Server running

the desired component Does not apply to mobile and handheld client connections

Uses Resonate Central Dispatch (optional third-party software)

Gateway Server

Web Server

Siebel Web


Cache

To enable optional load balancing, Resonate must be installed.Load Balancing

Mobile and handheld Web clients connect directly to the Siebel Server.

These clients are covered in more detail in the next module.

Exceptions


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4.10



Siebel Server

Processes requests from Siebel clients

Controls server components running on a machine Obtains configuration information from the Gateway Server

Runs as a Windows service or UNIX daemon process

Enterprise Server


File System Manager

Workflow Manager


Database

ServerSiebel

File System


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4.11



Server Component

A type of program that executes on a Siebel Server to perform

a specific function or job Examples:

Importing and exporting data

Configuring the database to monitor for user-defined conditions

Managing access to File System

Processing of client requests

Integration with CTI middleware

Enterprise Server


File System Manager

Workflow Manager


Examples:

Synchronization Manager

Workflow Manager

File System Manager

Object Manager

Communications Server

Details about important server components are provided later in the

module.

Server Components


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4.12



Enterprise Server


File System Manager

Workflow Manager


Enterprise Server

Supports groups of users accessing a single database server

Logically groups Siebel Servers sharing configurationinformation

Supports common administration via Siebel Server Manager

Installed and configured as part of the first Siebel Server

installationGateway Server

Database

ServerSiebel

File System


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4.13



Object Manager

Server component that creates and processes data at multiple

levels UI layer (supported by the Siebel Web Engine)

Business object layer

Processes business logic

Data object layer (supported by Data Manager)

Manages resources and session state

Siebel Server

Component

Enterprise Server

Siebel Server

Business Object

Object Manager

Siebel Web Engine

Data Manager

Business ObjectBusiness Object


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4.14



Data Manager

Provides an abstraction layer for the Object Manager

Separates queries from business logic processing Performs object and relational mapping for the Object Manager

Dynamically generates database-specific SQL statements in

response to Object Manager requests

Passes data result sets back to the Object Manager

Siebel Server

Component

Enterprise Server

Siebel Server

Object Manager

Business Object

Data Manager

Business Object

The Data Manager uses optimal database-specific queries to enhance

performance:

Uses database-specific client access libraries for the best

performance

Takes advantage of database-specific functionality

Optimized to return only fields necessary for a specific request and

manages large result sets by caching a larger working set.

Performance


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4.15



Database Server

Stores Siebel data within a predefined database schema on a

third-party relational database management system (RDBMS) Supports Siebel Server and client access through native SQL

Accessed by Data Manager

Enterprise Server


Component

Gateway Server

Object Manager

Data Manager

Compo

Siebel Server

Component

Database

ServerSiebel

File System

The predefined database schema is extensible.Extensible Schema


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4.16



Siebel Web Engine

Siebel Web Engine (SWE) runs as a service as part of the

Object Manager Constructs the UI

Processes Siebel requests

Assembles templates to construct page framework

Requests retrieved data from Object Manager

Generates HTML, WML, and XML from template and data

Pages passed to browser via the Web server and SWSE

Siebel Server

Siebel

Templates

Object Manager

Siebel Web Engine

Browser

Web Server

SWSEHTML


Image

Cache

Hypertext Markup Language (HTML), Wireless Markup Language (WML),

and Extensible Markup Language (XML) are used to define content andpresentation in a browser.

Markup Languages


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4.17



Siebel File System

The Siebel File System is a shared directory that stores

compressed files used by Siebel applications Examples: Product literature, sales tools, presentations

Read/write access is controlled by the File System Manager

component on Siebel Server

Enterprise Server


File System Manager

Component

Database

ServerSiebel

File System

Gateway Server


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4.18



Web Usage Scenario

Template used is

based on the view

requested as specifiedby operation Object Manager

retrieves data from

Siebel database or

external application

Siebel

Templates

SWE builds HTML

page with data

and template tags

which is passed

via the Web server

to the browser

Outbound

Inbound

Web Server

Siebel Web ServerExtension

Siebel Data

Data Manager

Object Manager

Siebel Web Engine


Data Manager

Browser generates

HTTP request

Web server

recognizes that URL

contains a Siebel

request and passes it

to the Siebel Web

Engine (SWE)SWE

requests

retrieved

data from

Object

Manager

1

2

3

4

5

6


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4.19



Web Server

Siebel Web

Server Extension

Image

Cache

Enterprise Server


Component

Overview: Logical Server Architecture

Enterprise Server:

Group of Siebel Servers

that access the same

Database Server

Database Server:

Predefined tables and columns

that store Siebel data

File System:

Directory that stores

compressed files used

by Siebel applications

Database

ServerSiebel

File System

Gateway Server

Siebel Server:

Runs one or more

components that supply

services to clients

Gateway Server:

Provides access to and

distributes load for

Siebel Servers

Web Server:

Provides access to Siebel clients,

processing requests using

Siebel Web Server Extension

Object Manager

(Includes SWE)

Siebel Server Installation GuideReference


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4.20



Physical Architecture

The Gateway Server, Siebel Server, Database Server, and File

System can be implemented on one machine or spread acrossmultiple machines

The Siebel Server(s) should have a high-speed LAN

connection to the Database Server

Database

Server

Siebel

File System

Siebel ServerGateway Server

Siebel Server

Enterprise Server

High-speed LAN

Web Server

SWSE

FirewallFirewall


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4.21



You Decide

Consult the documentation to determine which software to

install on which machine(s) given your environment andrequirements


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4.22



Summary


Identify the pieces that make up the Siebel Web architecture Identify the process by which Siebel requests are processed and

sent to the Web client

Identify the role of each component of the architecture


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4.23



Lab


Match Siebel architecture components to their descriptions


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4.24



123/427

How Clients Access Siebel Data


5.1


Module 5: How Clients Access Siebel Data


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5.2


Module 5: How Clients Access Siebel Data 2 of 24

Module Objectives


Identify the various Siebel clients

Identify how each client accesses Siebel Servers and data


To deploy Siebel clients, you must understand the architecture

that supports them and how each client accesses Siebel Servers

and data


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5.3


Module 5: How Clients Access Siebel Data 3 of 24

Siebel Clients: Overview

Use a standard Web browser to

display information in the user

interface (UI) with data retrievedfrom the Siebel database

Access Siebel data differently based

on client type

Not all connect through Web Server

and Siebel Web Server Extension

(SWSE)

Gateway Server

Web Server

Siebel Web

Server Extension

Browser

Enterprise Server

Siebel Server

Component

Siebel Server

Component

Database

ServerSiebel

File System



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How Clients Access Siebe

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Siebel 7 Essentials Student Guide Vol1

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