01ESS_Introducing Siebel Applications

Module 1: Introducing Siebel Applications: 

Module 1: Introducing Siebel Applications Essentials (Siebel 7.7)

Module Objectives: 

Module Objectives After completing this module you will be able to: Describe Siebel applications Describe standard Siebel terminology and user interface behavior Describe Siebel employee, customer, and partner applications Why you need to know: You need to be familiar with Siebel applications to understand the context of this course You will work with employee and customer applications throughout this course

Siebel Customer Relationship Management (CRM): 

Siebel Customer Relationship Management (CRM) Enables you to manage all customer touch points through email, telephone, fax, the Web, or in the field Synchronizes all touch points through one central information repository, one database, one tool set, and one architecture Provides your customers with a consistent view of the company and your company with a consistent view of the customers Includes on-premises and hosted applications to align with your current and future business requirements Extends your CRM solution to everyone in your employee and partner organizations

Siebel CRM Enterprise: 

Siebel CRM Enterprise An installed solution that provides an integrated product suite with functionality tailored to more than 20 specific industries Customer A pplications Siebel Advisor Siebel Configurator Siebel e Sales Siebel e Service Siebel Orders Siebel Pricer Siebel Sales Catalog Siebel Mobile Solutions Siebel Sales Handheld Siebel Remote Siebel Wireless Employee Applications Siebel Call Center Siebel Field Service Siebel Marketing Siebel Sales Siebel Architecture Partner Applications Siebel Partner Manager Siebel Partner Portal Industry Applications Siebel Consumer Goods Siebel e Energy Siebel Finance Siebel Industrial Manufacturing Siebel Media Siebel Pharma Siebel Public Sector Siebel Travel & Hospitality Business Processes For a complete listing, see Siebel Bookshelf or www.siebel.com Siebel Analytics

Siebel CRM Professional Edition: 

Industry Applications Business Processes An installed solution designed for companies with fewer than 100 users Provides a family of multichannel sales, customer service, and marketing applications Siebel CRM Professional Edition Customer Applications Siebel Quote & Order, Professional Edition Siebel Product & Catalog, Professional Edition Siebel Pricing & Contract, Professional Edition Employee Applications Siebel Sales, Professional Edition Siebel Call Center, Professional Edition Siebel Service, Professional Edition Siebel Finance, Professional Edition Siebel Insurance, Professional Edition Siebel Healthcare, Professional Edition Partner Applications Siebel Partner Manager, Professional Edition Siebel Partner Portal, Professional Edition Siebel Architecture

Siebel CRM OnDemand: 

Siebel CRM OnDemand A complete, hosted solution that provides best practices and flexible deployment options to companies of all sizes across marketing, sales, service, and analytics Available on a per-user basis through a monthly subscription For more information, see www.crmondemand.com

Types of Siebel Enterprise Applications: 

Types of Siebel Enterprise Applications Employee applications Are used by internal employees Examples include: Siebel Call Center Siebel Sales Customer and partner applications Are used by customers and partners Examples include: Siebel e Sales Siebel Partner Portal

Types of User Interfaces (UIs) : 

Types of User Interfaces (UIs) High Interactivity (HI) mode Is available for employee applications, supporting highly interactive enterprise users Requires Internet Explorer (check SupportWeb for versions) and supports additional usability features such as drag-and-drop for setting column widths and positions Standard Interactivity (SI) mode Is available for customer applications Uses a wide variety of browsers and behaves like a traditional Web application, requiring frequent page refreshes

Employee Application: Siebel Sales: 

Employee Application: Siebel Sales Siebel Sales is used by a company’s sales representatives and managers to manage accounts, sales opportunities, and contacts Siebel Sales Opportunities screen

Employee Application: Siebel Call Center: 

Employee Application: Siebel Call Center Siebel Call Center is used by a company’s telesales and service representatives

Customer Application: Siebel eSales : 

Customer Application: Siebel e Sales Used by customers to purchase products over the Web Includes an interactive product catalog, search and product comparison mechanisms, and online ordering capabilities Browse products Quick Add to shopping cart Advisor e Sales Catalog screen

Partner Application: Siebel Partner Portal: 

Partner Application: Siebel Partner Portal Used by a company’s partners to communicate, collaborate, and conduct business with a Web-based interface Partner Portal Opportunities screen

Applications Used in this Course : 

Applications Used in this Course Siebel Call Center, Siebel Sales, and Siebel e Service are used during this course Technology learned here applies to all Siebel applications Configuration of Siebel applications is performed using Siebel Tools For information on all other Siebel CRM applications, see: Siebel Bookshelf www.siebel.com

Siebel CRM Applications : 

Siebel CRM Applications Are built on a common architecture and allow you to implement business processes based on the standard functionality Facilitates the implementation and adoption of the applications Share a common database between multiple Siebel applications Makes a common set of data available to all applications Are designed to be implemented with minimal configuration Address user requirements by implementing the standard Siebel application functionality Can be tailored to meet specific business requirements Keep modifications to a minimum to ensure the success of your Siebel application implementation

Common Siebel Business Entities: 

Common Siebel Business Entities Siebel applications use common business entities A business entity is something in the real world in which we have a business interest Siebel applications refer to these entities as business components Examples: Accounts Contacts Opportunities Service requests Activities Orders Assets

Common Siebel Business Components: 

Common Siebel Business Components 0/7 Service requests Contacts Opportunities Activities Accounts Orders Assets

Accounts: 

Accounts Are businesses external to your company Represent a current or potential client, a business partner, or a competitor Are associated with a team 1/7

Contacts: 

Contacts Are people with whom you do business Have the following characteristics: A name A job title An email address and phone number Are associated with a team 2/7

Opportunities: 

Opportunities Are potential revenue-generating events Have the following characteristics: A possible association with an account A probability of completion A close date Are associated with a team 3/7

Service Requests: 

Service Requests Are requests from customers for information or assistance with your products or services Have the following characteristics: A status A severity level A priority level Are associated with a single owner 4/7

Activities: 

Activities Are specific tasks or events to be completed Have the following characteristics: A start date and due date A priority level Assigned employees Are associated with one or more users 5/7

Orders: 

Orders Are products or services purchased by your customers Have the following characteristics: An order number A status and priority An associated account Are associated with a team 6/7

Assets: 

Assets Are instances of purchased products Have the following characteristics: An asset number A product and part number A status level 7/7

Summary: 

Summary This module showed you how to: Describe Siebel applications Describe standard Siebel terminology and user interface behavior Describe Siebel employee, customer, and partner applications