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Technical Functionalities




  Copyright © 2011, Oracle. All rights reserved.
Siebel Web Architecture Overview

         •    At a high level, the Siebel architecture consists of:
               – Siebel Web clients that access the business data
               – A Web server that handles interactions with the Web clients
               – Servers that manage the business data and provide batch
                 and interactive services for clients
               – A database and file system that store business data
                  Siebel                        SWSE
                  Clients                     Web Server                            Siebel Gateway
                                                              Enterprise             Name Server


                                         Siebel Server(s)


                                                                                           More
                                    Database             Siebel File
                                     Server               System


      3-2                          Copyright © 2011, Oracle. All rights reserved.



Siebel Web Architecture Overview
 Reference: "Siebel Enterprise Server Architecture" in the Siebel System Administration Guide.
 Diagram: The diagram shows a variety of Siebel clients on the left, including a cellular telephone,
 desktop, PDA, and laptop. The PDA and laptop have local databases. In the middle is a Siebel Web
 server with the Siebel Web Server Extension installed, then a set of Siebel Servers labeled an
 Enterprise, and then a database server next to the Siebel File System. Finally, to the right is the
 Siebel Gateway Name Server. The cell phone and desktop are shown connecting to the Web server,
 while the PDA and laptop are shown connecting to the database server, with a dotted line between
 them and the Siebel Servers. The Siebel Web server is also connecting to the Siebel Servers, which
 are connecting to the database server, the Siebel File System, and (using a dotted line) to the Siebel
 Gateway Name Server. Details of this diagram will be discussed over the next few slides, and the
 diagram will be repeated with different areas highlighted.




                                          Siebel CRM 8.1.x 3 - 2
Example: Sample Deployment
                                            External         Internal                 Mobile           Web clients access
                                           Web Clients      Web Clients             Web Clients         and display the
                                           Internet              Internet                               business data
                                Firewall
                                           Web Server Load Balancing
                                                                                                Siebel Remote
                                                                         Web                   Synchronization
                         External
                       Applications                                    Servers
                                                                      with SWSE
                                                                                         Web servers with the SWSE
                                                                            Firewall    extension distribute requests to
                                           Siebel Server Load Balancing                       the Siebel servers
                     External
                      Data
                                                                                                                  Siebel
                                                                               Siebel                Siebel      Gateway
                                                                               Remote                Servers      Name
            Siebel                                                                                                Server
             EIM                            AOM       AOM     AOM     AOM

            Siebel
            Tools
                      Siebel                                                                         Siebel
                     Database                                                                        Servers       Gateway
                                        Siebel        Siebel       Siebel                   Siebel               Name Server
                      Siebel          Configurator Communications Workflow                   EAI                     stores
                       File                           Server
                      System                                                                                     configuration
                                     Siebel Enterprise Server                                                     information


      3-3                                  Copyright © 2011, Oracle. All rights reserved.



Example: Sample Deployment
 AOM: Application Object Managers, used to manage user sessions in the Enterprise.
 EIM: Enterprise Integration Manager, used to import and export data to and from an external source.
 LAN Requirements: When on separate machines, the Siebel Server(s) should have a high-speed LAN
 connection to the database server.




                                                  Siebel CRM 8.1.x 3 - 3
Automating Business Processes in Siebel
                           Applications
        •    A business process is a series of activities executed to
             achieve a business objective
        •    Siebel applications support automating some steps in a
             company’s business processes
              – Can automate one or multiple steps in a business process
        •    Automation can result in:
              – Consistency in execution
              – Better performance
              – Enforcement of best practices
                            Customer




                                                   Request                                  Receive
                                       Start
        Business                                   service                                 Assistance
        process
                    Service
                     Agent




                                                   Generate            Investigate           Provide     Manage
                                                   new SR               resolution          response    Critical SRs



      3-4                                      Copyright © 2011, Oracle. All rights reserved.



Automating Business Processes in Siebel Applications
 Reference
 Bookshelf’s Siebel Business Process Framework: Workflow Guide


 Diagram
 The diagram shows an example business process, which specifies how a service request is handled.




                                                      Siebel CRM 8.1.x 3 - 4
Automating Business Processes in Siebel
                   Applications
Using capabilities such as:
 • Workflow Processes
      – Automates steps in a business process
 •    Tasks
      – Guides users through a series of views to complete a step in
        business process
 •    iHelp
      – Use iHelp for assistance with complex procedures
 •    Assignment Manager
      – Automates assignment of data (such as opportunities and
        service requests) to the desired people




3-5                  Copyright © 2011, Oracle. All rights reserved.




                            Siebel CRM 8.1.x 3 - 5
Automating Business Processes
                              with Siebel Workflow
        •    Siebel Workflow is a general purpose facility for
             automating steps in a business process
        •    Workflow is a graphic "language" for executing business
             process steps

                                                                                                Step with
                                    Customer




                                                            Request                             workflow
                                               Start
                                                            service                             potential
              What the
                            Service
                             Agent




              company                                       Generate             Examine         Manage
                does                                        new SR              Conditions      Critical SRs




            What Siebel
             Workflow
            automates



      3-6                                      Copyright © 2011, Oracle. All rights reserved.



Automating Business Processes with Siebel Workflow
 Diagram
 The diagram depicts how Siebel Workflow can be used to automate one or more steps in a company's
 business process. The top half shows the business process for handling Service Requests (SRs), while
 the bottom half shows a workflow process for automating the Manage Critical SRs step in the
 business process.




                                                       Siebel CRM 8.1.x 3 - 6
Siebel Workflow Process

 •    Is an ordered set of steps executed in response to a
      defined set of conditions
 •    Is used to automate parts of a business process in a
      Siebel application
 •    Can be used as a solution to a business requirement
      – Example Requirement:
             —   If an open SR’s Severity is critical for two hours, update the SR’s
                 priority to ASAP, and notify the service manager via email
      – Workflow Implementation:




                                              Workflow Process



3-7                      Copyright © 2011, Oracle. All rights reserved.




                                Siebel CRM 8.1.x 3 - 7
Workflow Designer

        •    Workflow processes are created Siebel Tools’ Workflow
             Designer
               – Contains workspace and property windows, and a palette

                                                       Right-click to open
                                                       Workflow Designer
                                                                                    Workspace for
                                                                                  designing Workflows




        Properties of      Palette of
        selected step    workflow steps


      3-8                        Copyright © 2011, Oracle. All rights reserved.



Workflow Designer
 Diagram
 The screenshot shows Siebel Tools' Workflow Designer. To view a workflow in the Workflow
 Designer:
  • Select Workflow Process in the OE
  • Query for the workflow process in the list editor
  • Right-click the workflow definition and select Edit Workflow Process.
 The Workflow Designer includes a palette of workflow steps and connectors and a design pane,
 where steps can be dragged and dropped. The Properties window can be used to configure the steps.




                                          Siebel CRM 8.1.x 3 - 8
Basic Workflow Process Steps

        •    Every workflow process must have Start and End steps
              – Start provides an entry point into the workflow
              – End specifies when a process is finished
        •    A Decision Point step provides branching capability
        •    A connector links steps and can contain branching logic
        •    A Siebel Operation step inserts, updates, or queries BC
             records
        •    A Business Service step runs a small program




                  Decision Point               Connector              Siebel        Business
                                                                     Operation       Service


      3-9                          Copyright © 2011, Oracle. All rights reserved.



Basic Workflow Process Steps
 Diagram
 The diagram shows a workflow process as it appears in the Workflow Designer. The workflow has
 several basic workflow step types, each with its own color and shape:
   • Start and End: all workflows have these steps
   • Decision Point: used to branch
   • Connector: link steps and can have branching conditions
   • Siebel Operation: inserts, updates, or queries records
   • Business Service: executes a program.




                                          Siebel CRM 8.1.x 3 - 9
Branching

        •      Is specified on one or more Connectors
               – Can be specified on a connector following any step that can
                 have multiple branches
                    —   Start Step, Decision Step, User Interact Step
               – Example: Follow this branch if the Severity field =
                 1-Critical in the BC called Service Request




                                   Branching
                                 conditions are
                                attached to this
                                   connector




      3 - 10                      Copyright © 2011, Oracle. All rights reserved.



Branching
 Diagram
 This diagram shows the workflow seen in earlier slides and highlights the connector labeled Severity
 Critical. Branching conditions are attached to connectors immediately following a Decision Point
 step.




                                        Siebel CRM 8.1.x 3 - 10
Siebel Operation Step

        •      Performs operations on a business component:
               – Insert, Update, Delete, Query
                    —   Example: Update the SR’s Priority to ASAP




                                                       Updates the Service
                                                          Request BC




      3 - 11                      Copyright © 2011, Oracle. All rights reserved.



Siebel Operation Step
 Diagram
 The screenshot shows the same workflow seen earlier in the Workflow Designer. The Siebel
 Operation step labeled Priority ASAP is selected, and its properties appear in the Properties window
 to the left of the Design pane. Two properties are highlighted: Business Component = Service
 Request and Operation = Update.




                                        Siebel CRM 8.1.x 3 - 11
Siebel Business Service Step

        •      Runs a Siebel-supplied or custom business service
               – A business service is a small program that can be reused
                   —   Consists of a set of “methods” that specify the action to take
                   —   The method invoked is based on the step’s Business Service
                       Method property
               – Enables business logic to be executed repeatedly in multiple
                 contexts, for example:
                   —   Send a notification email to the service agent who owns this SR
                   —   Some other examples include calculating shipping costs and
                       taxes, performing a credit check, and performing email services
                                                                            Business
                                                                           service step




      3 - 12                     Copyright © 2011, Oracle. All rights reserved.



Siebel Business Service Step
 Diagram
 The screenshot shows the same workflow seen earlier in the Workflow Designer. The Business
 Service step labeled Send Email is identified.




                                       Siebel CRM 8.1.x 3 - 12
Additional Workflow Steps

        •      Siebel workflows may contain additional types of steps
               – A Sub Process invokes another workflow process
                   —   Can nest workflow processes
               – A User Interact step navigates to a view and waits for user
                 activity
               – A Wait step pauses the workflow for a specified period of
                 time before proceeding
               – A Task step invokes a Siebel task (Task UI)
               – Error Handling
                   —   A Stop step halts the workflow process instance if a predefined
                       exception occurs
                   —   An Error Exception connector handles system and user-defined
                       errors



      3 - 13                      Copyright © 2011, Oracle. All rights reserved.



Additional Workflow Steps
 User Interact Steps
 User Interact steps are unnecessary in many workflows: instead, Task steps can be used to guide user
 navigation. Siebel Task UI is covered in a subsequent lesson.




                                        Siebel CRM 8.1.x 3 - 13
Invoking a Workflow Process

 A workflow process can be invoked by:
  • Workflow policies
  • Run-time events
  • Custom controls



         Workflow
         Workflow                Run-time
                                 Run-time                            Custom
                                                                     Custom
          Policy
          Policy                  Events
                                  Events                             Control
                                                                      Control




3 - 14              Copyright © 2011, Oracle. All rights reserved.




                          Siebel CRM 8.1.x 3 - 14
Workflow Policy

        •      Is a defined set of conditions and actions
               – Actions are executed when conditions are met
               – All policy conditions must be satisfied to invoke action
        •      Is typically used to monitor conditions over time
        •      Does not prevent the user from continuing

                                                   Workflow
                                                   Workflow
                                                    Policy
                                                    Policy
                       If all conditions         Duration == 2 hours
                                                  Duration 2 hours                       . . . then
                          are met. . .                                                execute actions

                Conditions:
                 Conditions:                                   Actions:
                                                                Actions:
                --Service Request Status = Open
                   Service Request Status = Open               --Invoke the Urgent SR workflow
                                                                  Invoke the Urgent SR workflow
                --Service Request Severity = Critical
                   Service Request Severity = Critical           process
                                                                  process




      3 - 15                         Copyright © 2011, Oracle. All rights reserved.



Workflow Policy
 Monitoring Conditions Over Time
 Workflow in Siebel applications monitors conditions over time by periodically "waking up" and
 checking to see what read/write activity has occurred in certain parts of the database. Depending on
 how frequently a workflow checks this read/write activity, there could be a delay before the
 workflow actually runs. This frequency can be adjusted by the administrator.


 Diagram
 The diagram shows the relationships between workflow policies, conditions, and actions. A
 workflow policy has one or more actions and one or more conditions. If all the conditions for a
 workflow policy are met, then all of the policy's actions are executed. The example shows a
 workflow policy with duration (period) = two hours. Its conditions are:
   • Service Request Status = Open
   • Service Request Severity = Critical
 Its action is: invoke the Urgent SR workflow process.




                                            Siebel CRM 8.1.x 3 - 15
Run-Time Events

        •      Are a mechanism that allows customer-configured
               processing to be triggered by user activity
        •      Consist of:
               – A specification of some user activity such as:
                   —   Record being updated
                   —   Navigating to or from an applet
               – The resultant processing:
                   —   Execution of a workflow process
                   —   Calls to one or more business services
                        —   Known as an action set
        •      Example: when a Service Request is saved, execute a
               workflow to handle high priority Service Requests



      3 - 16                       Copyright © 2011, Oracle. All rights reserved.



Run-Time Events
 Run-time events were introduced as part of Siebel Personalization and are described in Bookshelf’s
 Siebel Personalization Administration Guide, “Tracking Run-Time Events”.




                                         Siebel CRM 8.1.x 3 - 16
Custom Controls

        •      User explicitly clicks a custom button or menu item to
               invoke the workflow
        •      Example Requirement
               – Add a button to the SR form so the user can click to notify of
                 a change to Critical status

                                                                                   Custom control
                                                                                     invokes a
                                                                                      workflow




      3 - 17                      Copyright © 2011, Oracle. All rights reserved.



Custom Controls
 Diagram
 The screenshot shows an applet with a custom control: a button labeled "Send Critical Notification".
 A workflow process will be executed when the button is clicked.




                                        Siebel CRM 8.1.x 3 - 17
Workflow Scenarios

  •      Can be addressed by one of the three invocation methods:
         – Workflow Policy
             —   Send out welcome letters at the end of the day to all new
                 accounts that were created that day
             —   Send an email alert to the manager when SR Status = Critical
                 for more than one hour
         – Run-time Events
             —   Send out a welcome email immediately when a new account is
                 created
             —   Send an immediate email alert to the manager when SR Status
                 is set to Critical
         – Custom Control
             —   Click Send Info (a new button) on the Account screen to send
                 account summary to the team lead



3 - 18                     Copyright © 2011, Oracle. All rights reserved.




                                 Siebel CRM 8.1.x 3 - 18
Siebel Task UI

        •      Uses a wizard-like interface to guide users through steps
               in a task
               – Consists of a sequenced set of views, each of which collects
                 a small set of relevant data from the user
        •      Extends business process automation to the UI layer




      3 - 19                     Copyright © 2011, Oracle. All rights reserved.



Business Solution: Siebel Task UI
 Siebel Task UI extends business process automation to the UI layer as Task UI allows developers to
 build tasks that direct users through a series of task views in a prescribed order.
 Siebel Task UI also replaces the use of Interactive Workflows.




                                       Siebel CRM 8.1.x 3 - 19
Features of Siebel Task UI

         •      Task UI supports:
                – Forward and backward navigation through a sequence of
                  views
                    —   Allows for a set of records to be reviewed and corrected prior to
                        completion of the task
                – Branching based on user input
                – Pausing and resuming tasks if users are interrupted
                    —   An instance of the partially completed task is saved in the user’s
                        universal inbox
                         —   Context and all data are maintained
                    —   Task is resumed from the universal inbox
                – Transfer of paused tasks to other users




       3 - 20                       Copyright © 2011, Oracle. All rights reserved.



Features of Siebel Task UI
 Task UI
 Task UI refers to both the wizard-like style of the user interface as well as to the underlying Task UI
 framework that consists of the development, run-time, and administrative features that support this
 type of user interface


 Task
 The term task (in the context of Siebel Task UI) refers in general to a unit of work to be performed
 by a user as part of larger business process. The term task is also used to refer to a specific task
 developed using the Task UI framework.
 Bookshelf uses the term "task UI" to refer to a task as created by a developer. This course uses the
 term task.

 Reference
 “Overview of Siebel Task UI” in Siebel Business Process Framework: Task UI Guide




                                          Siebel CRM 8.1.x 3 - 20
Using Task UI

         •      Click the Task button to expose the task pane
                    – Displays links to tasks that can be invoked in the current
                      application context
                                                  Task button




        Task
        pane


    Task group
    (a collection
     of related
       tasks)


                       Task link



       3 - 21                      Copyright © 2011, Oracle. All rights reserved.



Using Task UI
 Task Group
 A task group can be associated with a specific view or can be configured to appear in all regular
 views. An individual task is also assigned to a responsibility and a task link will appear only for users
 with the corresponding Responsibility.


 Diagram
 The screenshot shows the Contact Detail - Activities View on the right. The task pane on the left is
 highlighted, as is the Task button (which is a check mark on a clipboard) on the application toolbar.
 The task pane displays several tasks that can be invoked through a task link. The picture also shows
 several task groups.




                                         Siebel CRM 8.1.x 3 - 21
Invoking a Task

        •      Click the link for the desired task
                – A task view replaces the standard Siebel view
                – The task pane displays the other views in the task
                      —   Provides context for the overall task
        •      Enter data in fields in the first view
        •      Click Next to proceed to subsequent views



                                                                                     Click Next
                                                                                     to proceed

          Task pane shows
        current position in task

                                                                   Enter data


      3 - 22                        Copyright © 2011, Oracle. All rights reserved.



Invoking a Task
  Reference
  “Siebel Task UI Interface Elements” in Siebel Business Process Framework: Task UI Guide


 Diagram
 The screenshot shows the Create a Contact task in progress. The task pane displays task steps, with
 the current step highlighted. On the right is a task view, which presents a simplified form to enter
 Contact information. Several buttons are visible in the upper right of the task view: Pause, Next, and
 Cancel. (Previous is grayed-out, because this is the first step in the task.)




                                          Siebel CRM 8.1.x 3 - 22
Invoking a Task

         •     Task views are typically characterized by:
               – A small number of fields in each applet in the view
               – A set of navigation buttons (the playbar applet) located
                 above and/or below the applets
               – Absence of navigation options such as view tabs and
                 hyperlinks



                                                                                            Playbar applet




                  Task view
                                                                              Small number of
                                                                               related fields



      3 - 23                       Copyright © 2011, Oracle. All rights reserved.



Invoking a Task
  Diagram
  The screenshot shows the same task as the previous slide. This picture identifies the task view and
  the playbar applet, which is the set of buttons in the upper right.




                                         Siebel CRM 8.1.x 3 - 23
Progressing Through a Task

         •      Enter data in each subsequent view
         •      Click Next to proceed
         •      Click Previous to return to the prior view to inspect or
                modify previously entered data




                 Task views in a chapter
                  are listed as the user
                  navigates to the view



       3 - 24                        Copyright © 2011, Oracle. All rights reserved.



Progressing Through a Task
 Task Chapter
 A task chapter is an optional grouping of sequential task steps. When task chapters are configured,
 only the task chapters are shown at first in the task pane. When a user reaches a task step in a task
 chapter the chapter is expanded and all the steps in that chapter are then displayed.
 Task chapters provide a mechanism for showing the high-level flow.


 Diagram
 The screenshot shows how a task is divided into chapters. The Create a Contact task is currently in
 the Next Steps chapter, which has two views (Pick an Option and Add Activity to Contact).




                                           Siebel CRM 8.1.x 3 - 24
Branching in a Task

        •      Tasks can branch based on data the user inputs
               – Example: branching based on lead quality of an opportunity
        •      Some views may explicitly present the user with a choice
               about the next step to be executed
               – Select the desired activity and click Next




                               User makes a selection



      3 - 25                    Copyright © 2011, Oracle. All rights reserved.



Branching in a Task
 Diagram
 The screenshot shows an example of branching in a task. The user selects an option from a radio
 button list: Create an Activity, Associate an Account, Manage Contact Team, or Review and Submit
 Contact. The task flow will branch based on the user's selection.




                                      Siebel CRM 8.1.x 3 - 25
Pausing a Task

        •      Click Pause to suspend task activity
               – All data and context is retained
               – A link to the paused task is added to the user’s Inbox
        •      Navigating outside the task view implicitly pauses a task
               – For example, clicking a screen tab or the site map button




      Inbox




      3 - 26                      Copyright © 2011, Oracle. All rights reserved.



Pausing a Task
 Diagram
 The screenshot illustrates pausing task execution. The user clicks the Pause button. The paused task
 is stored in the user’s Inbox (Inbox > My Inbox Items).




                                        Siebel CRM 8.1.x 3 - 26
Resuming a Task

        •      Click the link in the Inbox to resume the task
                – Task resumes exactly where it was paused



     Inbox




               Task view
               reappears




      3 - 27                      Copyright © 2011, Oracle. All rights reserved.



Resuming a Task
 Users can navigate to their Inbox by clicking the link at the bottom of the task pane. They can also
 use the site map to navigate to the Inbox.


 Diagram
 The screenshot shows how to resume a paused task. The user clicks on the task's Name in his or her
 Inbox and a task view will reappear. Task resumption starts at the point in the task flow where the
 user paused.




                                        Siebel CRM 8.1.x 3 - 27
Completing a Task

        •      Review the data if a final summary view is provided
        •      Click Submit or Finish to complete the task
               – Commits all remaining uncommitted data to the database
        •      Task view closes and previous standard view is displayed




      3 - 28                     Copyright © 2011, Oracle. All rights reserved.



Completing a Task
 Diagram
 The screenshot shows how to complete task: click Submit in the playbar applet.




                                       Siebel CRM 8.1.x 3 - 28
Task Designer

        •      Siebel Tools includes a Task Designer used to create,
               examine, and modify Siebel tasks
               – Contains a palette, workspace, and property windows


   Property window
       (displays                                                                         Workspace for
     properties of                                                                      editing task flows
    selected item)




                       Palette of
                      task steps
                                                                                         Multi value property
                                                                                          window (displays
                                                                                      properties of child object
                                                                                     definitions of selected item)



      3 - 29                        Copyright © 2011, Oracle. All rights reserved.



Task Designer
 Diagram
 The screenshot shows Siebel Tools' Task Designer. It is very similar to the Workflow Designer. Both
 have a palette of steps and a workspace for editing the workflow/task flow. The Multi Value Property
 window is displayed below the design workspace.




                                          Siebel CRM 8.1.x 3 - 29
Task Flow

        •      Is an ordered set of steps in a task that:
               – Displays a sequence of views to users
               – Enables users to create and modify records




      3 - 30                     Copyright © 2011, Oracle. All rights reserved.



Task Flow
 Diagram
 The screenshot shows a task flow in the Task Designer. The task flow closely resembles a workflow,
 but it uses a step type that is unavailable in workflows: Task View steps.




                                       Siebel CRM 8.1.x 3 - 30
Task Flow Steps

        •      Task flows contain a variety of types of steps


                                                                                  Task View step:
                                                                                  displays a task
                                                                                  view to the user

                         Decision Point step:         Siebel Operation step:
                         allows branching in a            operates on a
                               task flow               business component




                                                                                  Subtask step:
                                                                                   Invokes a
                                                                                    subtask




      3 - 31                     Copyright © 2011, Oracle. All rights reserved.



Task Flow Steps
 Reference
 Bookshelf's Siebel Business Process Framework: Task UI Guide, "Defining Steps and Connectors".


 Diagram
 The screenshot shows a complex task flow in the Task designer. The task flow has some familiar step
 types:
   • Decision Point
   • Siebel Operation
 The green Task View step displays a task view to the user. Yellow Subtask steps allow a task to
 invoke another task.




                                       Siebel CRM 8.1.x 3 - 31
Tasks and Workflow Processes

        •      A workflow process can invoke a task
               – Invokes a Task step in the workflow process
        •      A task can invoke a workflow process




                                                                                  Task step in a
                                                                                 workflow process




      3 - 32                    Copyright © 2011, Oracle. All rights reserved.



Tasks and Workflow Processes
 Diagram
 The screenshot shows the Workflow Designer, which is displaying a workflow process. The
 workflow contains a Task step.




                                      Siebel CRM 8.1.x 3 - 32
iHelp

        •      Provides optional context-sensitive guidance for end users
               – Text instruction in step format with embedded navigation
                 links



                                                                       iHelp item




                             iHelp pane provides
                           step-by-step instructions
                              for common tasks



      3 - 33                       Copyright © 2011, Oracle. All rights reserved.



iHelp
  Diagram
  The screenshot shows the Create a New Account iHelp item on the left side of the client UI. A link to
  this iHelp item appears on the Accounts Home Page.




                                         Siebel CRM 8.1.x 3 - 33
iHelp Components

        •      An iHelp item may include
               – Navigable links to the views being discussed
               – Links to external sites




                  Clicking the view
                     link here. . .
                 . . .causes the view
                       to display




      3 - 34                            Copyright © 2011, Oracle. All rights reserved.



iHelp Components
  Diagram
  The screenshot shows an iHelp step on the left with a navigation link to the My Accounts view.
  Clicking the iHelp link navigates the user to the view (shown on the right).




                                              Siebel CRM 8.1.x 3 - 34
iHelp Components

        •      An iHelp item may include steps and sub-steps
        •      Many steps can be expanded to show detailed instructions




                              Click the arrow to
                             expand instructions


      3 - 35                     Copyright © 2011, Oracle. All rights reserved.



iHelp Components
  Diagram
  The screenshot shows how the curved arrow beneath some iHelp steps can be clicked to expand that
  step’s instructions.




                                       Siebel CRM 8.1.x 3 - 35
iHelp Locates Controls

        •      Guides a user by highlighting controls in the view being
               supported
               – Fields and buttons in iHelp text may be highlighted




      3 - 36                      Copyright © 2011, Oracle. All rights reserved.



iHelp Locates Controls
  Diagram
  The screenshot shows how an iHelp item can highlight controls to guide a user. The iHelp step asks
  the user to set an Account’s Name, Site, Main Phone #, and Main Fax #. These fields are highlighted
  in yellow in the form applet by iHelp.




                                        Siebel CRM 8.1.x 3 - 36
iHelp Designer

        •      Represents an iHelp item’s flow and steps graphically




                                                                                   Graphical
                                                                              representation of the
                                    Drag and drop steps
                                                                                iHelp item’s flow




      3 - 37                     Copyright © 2011, Oracle. All rights reserved.



iHelp Designer
  Diagram
  The screenshot shows an iHelp item in the iHelp pane and in the iHelp Designer. The top applet in
  the designer specifies the iHelp item. The Designer applet allows an iHelp developer to drag and
  drop iHelp steps and modify step properties. Each box in the iHelp flow corresponds to a numbered
  iHelp item.




                                       Siebel CRM 8.1.x 3 - 37
iHelp Designer

         •      iHelp step attributes are shown in iHelp Designer’s child
                applet
                – Other data for a step are viewable via the tree applet




       3 - 38                      Copyright © 2011, Oracle. All rights reserved.



iHelp Designer
  Diagram
  The screenshot shows the iHelp designer. An explorer view below the Designer applet on the left
  allows the developer to add additional step data, such as branches, field and button highlights,
  substeps, and translations. The applet to the right of the explorer applet provides editable data on the
  selection in the explorer applet.




                                         Siebel CRM 8.1.x 3 - 38
Siebel Assignment Manager

        •      Allows companies to assign business data to the most
               appropriate positions, people, and organizations
        •      Assignment of data affects:
               – Visibility of data
               – Responsibility for the data according to a company’s
                 business needs
                   —   A Sales representative gets responsibility for managing an
                       Opportunity and converting it to a revenue-producing order
                   —   A Service representative assumes responsibility for closing a
                       Service Request
        •      Siebel Assignment Manager consists of:
               – Administrative functionality to define assignment rules
               – Server components to automatically assign business data
                 according to the rules

      3 - 39                     Copyright © 2011, Oracle. All rights reserved.



Business Solution: Siebel Assignment Manager
 Assignment Manager is documented in Bookshelf’s Siebel Assignment Manager Administration
 Guide.




                                       Siebel CRM 8.1.x 3 - 39
Assignment Rules

        •       Assignment Manager uses assignment rules to assign
                data
                 – Rules assign one or more candidates to assignment objects
                   based on one or more criteria
                                                  Skills
                                                Expertise              Criteria
                                               Availability
                                               Workload
                                                Territory
       Assignment Objects
                                                   …

                                                                                      Candidates
                   Accounts
                  Campaigns
               Service Requests                                                     Employees
                                            Assignment
                Product Defects                                                      Positions
                 Opportunities               Manager                               Organizations
                   Activities
                      …


      3 - 40                      Copyright © 2011, Oracle. All rights reserved.



Assignment Rules
 Creating assignment rules and configuring Assignment Manager is covered in detail in Bookshelf’s
 Siebel Assignment Manager Administration Guide, as well as the Siebel 8.1 Business Automation
 course. Refer to http://education.oracle.com for class details and schedule.


 Diagram
 The diagram shows the major components of an assignment rule:
  • Assignment Objects
  • Criteria
  • Candidates.
 These components are described in subsequent slides.




                                        Siebel CRM 8.1.x 3 - 40
Assignment Objects

  •      Assignment objects identify the type of data being
         assigned
  •      Several assignment objects are pre-configured in the as-
         delivered application
         – Examples:
             —   Account
             —   Contact
             —   Service Request




3 - 41                    Copyright © 2011, Oracle. All rights reserved.




                                Siebel CRM 8.1.x 3 - 41
Assignment Candidates

        •      Candidates are instances of entities that data can be
               assigned to:
               – Position
               – Employee
               – Organization
        •      Examples of candidates:
               – Accounts can be assigned to both positions and
                 organizations
               – Activities can be assigned to employees
               – Service Requests can be assigned to both employees and
                 organizations
        •      Types of candidates must be consistent with the allowed
               access control mechanisms for the object

      3 - 42                     Copyright © 2011, Oracle. All rights reserved.



Assignment Candidates
 The allowed access control mechanism for a business component is configured through the creation
 of BusComp View Mode, a child object type of Business Component. A BC’s view mode can be:
   • Person
   • Position
   • Organization
   • Group
   • Catalog Category.
 A BC can support multiple view modes. For example, Opportunity ownership is determined by
 Position and Organization.




                                       Siebel CRM 8.1.x 3 - 42
Assignment Criteria

         •     Criteria express conditions that must be satisfied for data
               to be assigned
               – Are expressed in terms of attributes of objects and/or
                 candidates
               – Examples:
                    —   Account State = CA
                    —   Account Product = a product that candidate has expertise for
         •     Rules often include multiple criteria




      3 - 43                       Copyright © 2011, Oracle. All rights reserved.



Assignment Criteria
 You can use Siebel Tools to extend the attributes available for use in assignment rules by configuring
 Assignment Attribute and Assignment Criteria object definitions. These two object types and their
 child types allow you to create attributes for use in assignment rules and complex criteria. These
 object definitions link to an Assignment Object definition to make the attributes and criteria available
 for that assignment object. For information on configuring these objects, see Bookshelf’s Siebel
 Assignment Manager Administration Guide, “Basic Assignment Manager Configuration”.




                                         Siebel CRM 8.1.x 3 - 43
Administering Assignment Rules

         •     Assignment rules are created and administered using the
               Siebel Web Client
               – Are not part of the Siebel repository
               – Are not compiled into the .srf file
               – Can be deployed during run time




      3 - 44                      Copyright © 2011, Oracle. All rights reserved.



Administering Assignment Rules
 Administration of Assignment Rules
 The assignment objects available are dependent on object definitions in the Siebel repository, as is
 the availability of assignment object attributes. The primary point of this slide is that assignment
 rules are administrative data and users do not require Siebel Tools to create and maintain rules.


 Navigation
 Assignment rules are defined in Administration - Assignment > Assignment Rules List.


 Diagram
 The screenshot shows the Administration - Assignment > Assignment Rules List view. The
 Assignment Rules List applet shows two rules: AUT SR Rule, which assigns Service Requests, and
 AUT Sales Rule, which assigns Opportunities.




                                        Siebel CRM 8.1.x 3 - 44
Assignment Manager Examples

 Example scenarios for Assignment Manager:
  • Assign accounts based on sales region
  • Assign service requests based on skill




3 - 45            Copyright © 2011, Oracle. All rights reserved.




                        Siebel CRM 8.1.x 3 - 45
Scenario 1: Assign Accounts by Sales Region

        •       ABC Company assigns accounts to its sales organization
                 – Makes account data visible within the organization
        •       ABC Company also assigns accounts to its sales reps by
                sales region
                 – Opportunities in the Western Region (CA, OR, WA) are
                   assigned to the Sales Rep – West position
                 – Opportunities in the Eastern Region (CT, MA, NJ, PA) are
                   assigned to the Sales Rep – East position
                                  BAF Sales Organization
                                        BAF VP Sales - US
                                              Pat

                      BAF Sales Rep – West                  BAF Sales Rep – East
                              Alex                                 Janet

      3 - 46                     Copyright © 2011, Oracle. All rights reserved.



Scenario 1: Assign Accounts by Sales Region
 Diagram
 The diagram shows an organizational chart for the BAF Sales Organization. The positions shown are
 BAF VP Sales - US (Pat) and two subordinate positions, BAF Sales Rep - West (Alex) and BAF
 Sales Rep - East (Janet).




                                       Siebel CRM 8.1.x 3 - 46
Rule to Assign Accounts by Sales Region

        •       The assignment rule includes:
                 – Candidates (desired organization and positions)
                 – Criteria for determining region to assign the account


                                    Rule: BAF Assign East Accounts
                                     Object: Account
                                     Candidates:
               Position candidate     BAF Sales Rep – East
        Organization candidate        BAF Sales Organization
                                     Criteria: Account State is one of
               Rule applies when
                                     CT,MA,NJ, PA




      3 - 47                         Copyright © 2011, Oracle. All rights reserved.



Rule to Assign Accounts by Sales Region
 Diagram
 The diagram shows the components of the BAF Assign East Accounts assignment rule:
   • Assignment Object: Account
   • Candidates: BAF Sales Rep - East (position candidate) and BAF Sales Organization
      (organization candidate)
   • Criteria: Account State is one of CT, MA, NJ, PA.




                                           Siebel CRM 8.1.x 3 - 47
One Rule Per Sales Region

         •        A separate rule is required for each sales region



             Rule: BAF Assign West Accounts                          Rule: BAF Assign East Accounts
                Object: Account                                        Object: Account
                Candidates:                                            Candidates:
                 BAF Sales Rep – West                                   BAF Sales Rep – East
                 BAF Sales Organization                                 BAF Sales Organization
                Criteria: Account State is one of                      Criteria: Account State is one of
                CA,OR,WA                                               CT,MA,NJ, PA

                 This rule applies when                               This rule applies when




       3 - 48                             Copyright © 2011, Oracle. All rights reserved.



One Rule Per Sales Region
 Territory is another name for sales region. Formally, a territory is a collection of Accounts, Contacts,
 and/or Assets that is managed by a team of positions. Most often a territory is based on a
 geographical area such as states.


 Diagram
 The diagram shows two assignment rules: one per sales region. BAF Assign West Accounts assigns
 accounts when Account State is one of CA, OR, or WA. BAF Assign East Accounts assigns accounts
 when Account State is one of CT, MA, NJ, or PA. The rules also have different positions candidates.




                                                Siebel CRM 8.1.x 3 - 48
Candidates for Rules

        •      Candidates are listed in Candidates views
               – Employee Candidates, Position Candidates, Organization
                 Candidates
                              Assignment Rule




                Position Candidate


      3 - 49                     Copyright © 2011, Oracle. All rights reserved.



Candidates for Rule
 Diagram
 This screenshot shows the Assignment Rule detail applet on top and the Position Candidates list
 below. The candidates view tabs are highlighted: Employee Candidates, Position Candidates, and
 Organization Candidates.
 The Position Candidates for the BAF Assign East Accounts shows a single position: BAF Sales Rep -
 East.




                                       Siebel CRM 8.1.x 3 - 49
Criteria for Rules

        •      Account States for each rule are listed in the Criteria view




                           Account State
                           must match a
                          value in this list




      3 - 50                       Copyright © 2011, Oracle. All rights reserved.



Criteria for Rules
 Diagram
 The screenshot shows the rule Criteria applet. The criterion shown compares a list of states shown in
 the bottom to account records. If the account has a matching Account State, then the record is
 assigned to a rule candidate.




                                         Siebel CRM 8.1.x 3 - 50
Scenario 2: Assign Service Request to Skilled
                                  Agents
        •       ABC Company assigns service requests to employees with
                the correct skills to resolve them
                 – Skills are properties that reflect the candidate’s abilities in
                   various areas such as:
                     —   Product expertise
                     —   Installation and upgrade skills
                     —   Languages
                                          Service Organization
                                                    VP Service
                                                       Chris
                                                     (no skill)


                   Service Agent 1               Service Agent 2                       Service Agent 3
                        Craig                         Ellen                                 Jack
                      (Network)                      (CPUs)                           (Power supplies)



      3 - 51                         Copyright © 2011, Oracle. All rights reserved.



Scenario 2: Assign Service Request to Skilled Agents
 Diagram
 The diagram shows a position hierarchy used in the second scenario. The Service Organization
 position hierarchy has four positions:
  • VP Service (Chris): the top of the position hierarchy; no skills
  • Service Agent 1 (Craig): reports to VP Service; network expertise
  • Service Agent 2 (Ellen): reports to VP Service; CPU expertise
  • Service Agent 3 (Jack): reports to VP Service; power supplies expertise.




                                           Siebel CRM 8.1.x 3 - 51
Assign Service Request to Skilled Agents Rule

        •      Rule includes:
                – Criteria for assigning request
                     —   Employee skill matches the area of the service request
                – Candidates to be considered
                     —   Can list select employees or consider all available employees

                                     Rule: Assign Service Request
                                       Object: Service Request
                                       Candidates:
               Employee candidates      All service agents

                 Rule applies when     Criteria: Candidate’s product skill =
                                       a product associated with the
                                       Service Request




      3 - 52                         Copyright © 2011, Oracle. All rights reserved.



Assign Service Request to Skilled Agents Rule
 Diagram
 The picture shows the Assign Service Request view. It has the following components:
  • Assignment Object: Service Request
  • Candidates: All service agents
  • Criteria: Candidate’s Product skill = a product associated with the SR.




                                           Siebel CRM 8.1.x 3 - 52
Other Assignment Scenarios

  •      Assignment rule criteria can be based on factors such as:
         – Candidate attributes
             —   Example: Languages spoken by a call center agent
         – A candidate’s workload
             —   Example: Do not assign any service requests to a candidate
                 who has 20 or more open service requests
         – Assignment object attributes
             —   Example: Assign all opportunities with revenue > $10,000 and
                 sales stage not equal to Lost or Closed
  •      A rule may incorporate multiple criteria
         – Assignment Manager allows you to define weights for
           multiple criteria and score candidates




3 - 53                     Copyright © 2011, Oracle. All rights reserved.




                                 Siebel CRM 8.1.x 3 - 53
Running Assignment Manager

  •      Assignment Manager can be invoked in three modes
         – Batch Assignment: can be used to submit batches of data for
           one-time assignment or reassignment
             —   Example: A trade show generates many new leads
                 (Opportunities); use batch mode to assign them to sales reps
         – Dynamic Assignment: invokes Assignment Manager to
           assign data in real time as records are created or modified
             —   Example: New service requests are dynamically assigned as
                 they are created
         – Interactive Assignment: Can be used to manually assign
           candidates in real time
             —   Enabled for Service Request and Activity assignment objects
             —   Assignment Manager presents a list of scored assignment
                 candidates


3 - 54                     Copyright © 2011, Oracle. All rights reserved.




                                 Siebel CRM 8.1.x 3 - 54
Lesson Highlights

  •      Siebel Web Architecture
  •      Siebel Workflow provides a way to automate business
         process activities
  •      A workflow process is an ordered set of steps executed in
         response to a defined set of conditions
  •      Siebel task UI is a wizard-like interface that guides users
         through steps in a task
  •      Siebel iHelp Provides optional context-sensitive guidance
         for end users
  •      Assignment Manager assigns data by considering
         Assignment Objects, Candidates, and Criteria



3 - 55                  Copyright © 2011, Oracle. All rights reserved.




                              Siebel CRM 8.1.x 3 - 55

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03 workflow

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