Diapositiva 1

EssencialsArquitecture.Clients Access.Setup & Configurations. 11Business Objects Relate Business DataA business object (BO) contains information about the relationships between business components (BC)Represents a collection of BCs and the relationship between them OpportunityAccountProductContactAccountBusiness componentBusiness componentBusinessobject2Siebel Web Architecture OverviewAt a high level, the Siebel architecture consists of:A relational database and file system that store business dataServers that manage the business data and provide batch and interactive services for clientsWeb clients that access the business data

SiebelFile SystemDatabaseServer

Siebel ServersWeb Server3DatabaseServerSiebelFile System Gateway ServerBrowserEnterprise ServerSiebel ServerObject Manager (OM) Data Manager (DM) Capa de abstracin del (OM). Mapea objetos para (OM). Separa queries de procesos lgicos de negocio. Genera especificaciones SQL en respuesta al (OM).Business Object (BO) Procesamiento (BO) Siebel Web Engine (SWE) Construye la (UI). Procesa requerimientos. Ensambla plantilla para el Framework. Recibe info de (BO). Genera Html, XML + Plantilla + Datos. Entrega la pgina ya completada.Siebel Server Web ServerSiebel Web Server Extension (SWSE)Image Cache Ventana al cliente de Siebel. Identifica requerimientos para Siebel Server. Pasa HTML completas para el Browser. Publica imgenes en el Web Server. Descarga imgenes en paralelo. Reconoce las URLs requeridas. Enlaza con el componente Siebel Server adecuado.Name Server: Controla el acceso al Enterprise Server. Registra los componentes disponibles. Asigna trabajo a los componentes requeridos por SWSE. Almacena def. de comps., parmetros, info de conexs. (Siebelns.dat)File system ManagerWorkflow ManagerConection Brokering: Requerimientos especficos del componente designado. Balance de Cargas de Trabajo (Resonate Balance Dispacth) Soporta los grupos de Siebel Servers Intercambia informacin. Adm.Servidores desde el Siebel Server Manager. Procesan los requerimientos de los clientes. Controlan los componentes que ejecuta el sistema. Obtienen info del Gateway. Ejecutan Servicios (WIN) o demonios (UNIX). (OM) crea y procesa datos a multiples niveles: Data Object Layer (Data Manager). Business Object Layer. UI Layer.Administra recursos y sesiones. Almacena datos sin un esquema de base de datos predefinido, basado en manejadores relacionales de bases de datos de terceros (RDBMS). Soporta Siebel Server a travs de lenguaje nativo SQL. Accesado por (DM). Almacena ficheros comprimidos correspondientes a la aplicaciones Siebel. El acceso es controlado por el File system Manager en el Siebel Server.Syncs ManagerComunication Server Componentes del Siebel Server. Dispositivos mviles y remotos, se controlan desde Siebel Server. Instala y Configura en 1era. Fase el Siebel Server #1.UsuarioPresentacinLgica de NegocioDatos Capas44Physical ArchitectureThe Gateway Server, Siebel Server, Database Server, and File System can be implemented on one machine or spread across multiple machinesThe Siebel Server(s) should have a high-speed LAN connection to the Database Server

DatabaseServerSiebelFile SystemSiebel Server

Gateway ServerSiebel ServerEnterprise ServerHigh-speed LANWeb ServerSWSEFirewallFirewall5Client Access OverviewAccess to Siebel data differs based on client typeWeb and Wireless Web Clients connect through Web ServerHandheld and Mobile Web Clients connect through Gateway ServerDedicated Web Client connects directly to Siebel databaseSiebelFile SystemDatabaseServer

Siebel ServersWeb Server

WebWireless WebHandheldMobileWebDedicated Web6Siebel Repository File (.srf)Separate file with object definitions that contain the application configurationUI objects specify the data presentationBusiness objects specify the business rules and processesData objects specify the data organization and storageUsed with Object Manager, builds a Siebel application at run time

Object Manager.cfg.srfDatabaseTemplatesParametersWeb ClientsMobile and Dedicated Web Clients7Configuration File and Component Parameters Contains initialization settings for the Object Manager including: Gateway Server LDAP directory server Enterprise Server File system Repository (.srf) file Database server (data source) Application or server component

Object Manager.cfg.srfDatabaseTemplatesParametersWeb ClientsMobile and Dedicated Web Clients8All ClientsSiebel architecture supports a mixture all clientsSiebelFile SystemGateway ServerSiebel ServerComponentObject ManagerSiebel Web EngineData ManagerEnterprise ServerDatabaseServer.srf.cfgMobile/Handheld ClientWeb ServerSWSEWeb ClientWAP ServerWireless Web Client.srf.cfg.cfg.srfDedicated Web ClientSiebel Web EngineData ManagerObject ManagerWeb ServerSWSE9EssencialsAuthentication.Internal & External.Objects Definitions.Business Entities.Local Projects.

10CredentialsInternal AuthenticationRequires a database (RDBMS) login and password for each user Is the default for Siebel applicationsAuthenticates users accessing one or more Siebel applications

Siebel Object ManagerSWSEWeb ServerBrowserSiebel DatabaseConnect using DB accountEncrypt password1. User provides name and password2. Password may be encrypted to prevent direct database access3. Connect to database11External AuthenticationUses an external directory containing user credential and administrative information Allows for centralized management of user authentication across Siebel and non-Siebel applications

CredentialsSiebel Object ManagerSWSEWeb ServerBrowserConnect using DB accountSecurity adapterAuthentication ServiceLoginRetrieve DB account and rolesDirectory1. User provides information4. Connect to database2. Verify credentials3. Roles applied to user as Siebel responsibilitiesSiebel Database12External Authentication ContinuedStandard Siebel software provides prebuilt security adapters for LDAP and ADSI Lightweight Directory Access Protocol (LDAP) is an open network protocol LDAP security adapter allows Siebel applications to access standard LDAP directoriesActive Directory Service (ADSI)ADSI security adapter allows Siebel applications to access Microsoft Active Directory

13Object DefinitionsAre data constructs that define elements of the:User interfaceBusiness logicData storageAre stored in the Siebel repository, a subset of tables in the Siebel database that contains object definitionsAre examined, created, and edited using Siebel ToolsAre compiled into the repository file for a configured applicationRepository DataDatabaseTools output is input for object managerConfigured Application.srfApplicationObject ManagerToolsApplication

14AccountProductService RequestActionSiebel Business EntitiesSiebel standard applications utilize a set of Siebel business components that implement a defined business logicContact15Configuring a Siebel ApplicationConfiguring is the process of modifying a standard Siebel application using Siebel Tools to meet business needsObject definitions are edited and createdDevelopers do not modify code in siebel.exeDevelopers do not write SQL directlyRepository DataDatabaseTools output is input for object managerConfigured Application.srfApplicationObject ManagerToolsApplication

16

Initialize the Local DatabaseSynchronize from the Tools client to create the local database (sse_data.dbf) and populate it with user data

17Copying ProjectsObject definitions in one or more projects can be copied From the server to the local developer repository (Get, Check Out)From the local developer repository to the server (Check In)Overwrites the version in the destination repositoryServerLocalProjectGet, Check OutCheck In18Check OutUse Check Out to modify object definitions in a projectCheck Out:Copies all object definitions in project on server to local databaseLocal copy of project is overwritten by server versionLocks project on server repositoryPrevents other developers from modifying that projectLocks the project in the local repositoryPermits developer to make changes to object definitions in that project19

Check Out ContinuedUse Check Out to copy projects from the server to the local repository20Check InUse Check In when object definitions in project have been edited and testedCheck In:Copies object definitions from local repository to server repositoryReplaces versions of checked out object definitions with new versions and unlocks projectsCan also check in object definitions in newly-created projectsReleases locks on both server and local copies of projectMaintain Lock leaves project locked for further local modification by current developer21

Check In ContinuedUse Check In to copy projects from the local to the server repository22Archive FilesContain object definitions exported from a repositoryAvailable for importing into other repositoriesHave .sif extension by defaultAre used to share object definitions in multiple repository developmentAre used to back up object definitionsCan be version-controlled using source control systems23Exporting Object DefinitionsTop-level object definitions can be exported to an archive fileIncludes all child object definitions for selected parent definitionTo export object definitionsSelect the object definition or definitionsSelect ToolsAdd to Archive Select an existing (or create a new) archive fileClick Save in the Export to Archive File window

24EssencialsAccess Controls & Views.Responsability.Access Control & Data.Access Groups.

25ResponsibilityDetermines the set of views to which a user has accessCorresponds to a users job function or role

Views associated with the Field Sales Representative responsibility

26Adding view to Responsability

The same views can be added to one or more responsibilities

Call Center Manager and Universal Agent responsibilities share a common set of views27Review: Users, Views & RenponsabilitiesResponsibilities determine the set of views to which a user has accessViews are associated to one or more responsibilitiesUsers are assigned to one or more responsibilitiesA user sees the union of all associated views when he or she logs in

28Controlling Access to Customer DataAccess to customer data can be restricted using the following access control mechanismsPersonalPosition-basedOrganization-based29Personal Access ControlAccess is limited to records a that user has created or to which a user has been assignedRecords can be restricted to a single user or a team of usersAccess is controlled by user IDExamplesIn the My Service Requests view, a Web site visitor can see only the service requests he or she has createdIn the My Expense Reports view, an employee can see only the expense reports the employee has submitted for reimbursementIn the My Activities view, a user can see only the activities the user owns30Position-Based Access ControlRecord access is limited to users based on their position within an organization A position is:A job title in a hierarchical reporting structure of an internal or partner organizationRepresents a person or group of people that require access to a set of dataIs more stable than an individuals assignment to that positionPeople might change, but a position is static31Employees Per PositionSome positions have a single employeeTypical toward the top of a reporting hierarchy where a job is more specializedFor example, CEO, VPsSome positions have multiple employeesTypical toward the bottom of a reporting hierarchy where a job is less specializedFor example, a group of call center agents all doing the same work

Roger Smith is associated with the CEO position32Master DataIncludes static, authored, referential data, such as:ProductsSolutionsLiteratureResolution itemsAuction itemsEventsDecision issuesCompetitorsTraining coursesIs organized into catalogs made up of hierarchical categories33Catalogs and CategoriesCatalog:Is a hierarchy of categoriesDoes not itself contain any dataCategories:Are nodes in a catalog that contain master data and can contain many subcategories

Product ListsProduct Lists U.S.U.S. Product List - WestEurope Product List - NorthEurope Product List - SouthProduct Lists - EuropeCatalogCategoriesMaster DataU.S. Product List - East34Ease of navigationCategorized data are easier to navigate and searchEase of access control administrationAllows access to be granted at a group level rather than the individual record levelBenefits of a Catalog Structure35Access GroupsAre collections of usersCan contain any combination of positions, organizations, divisions, accounts, and user listsA user list is an ad hoc group of people containing contacts, users, employees, or partners as membersCannot contain individual people such as employees and contactsAre used to grant access to categorized master dataCan be assigned at the catalog or category level

36Access Groups ContinuedCan be organized into a hierarchical structureAn access group can have only one parent access groupChild access groups inherit all of the access granted to their ancestor groups

Parent Access GroupChild Access Groups37Access to Categorized Master DataIs controlled by associating one or more access groups to a catalog or category of master dataThe associated access group has access to that catalog or category of master data and all of its child categories, unless access to a child category is disallowedCannot be controlled at the individual record level38Defining Access Control for Access Groups2. Add categories to catalogs3. Associate data with categories1. Define catalogs4. Declare catalogs or categories private5. Associate access groups with catalogs or categories39EssencialsEIM (Enterprise Intefaces Manager)Workflows.Business Services.Subprocess.

40Interface TablesInterface tables store external data inside the Siebel databaseStaging area for data to be imported, updated, or merged into base tables via EIMStaging area for data exported by EIMStaging area for data to be deleted in the base table using EIMs DELETE EXACT clause EIM_ACCOUNTS_ORG_EXTS_ADDR_ORGExternal dataInterface TableBase Tables41EIM ProcessingEIM reads a configuration file to determine:Whether data should be imported, merged, deleted, or exportedWhich interface table(s) and base table(s) are used and affectedSiebelServerEIMConfiguration file (.ifb)Import, merge, delete, or export42SolutionSiebel Workflow provides:A set of tools to graphically define the processes and stepsAn engine to automate these processes

43Workflow StepsThere are a variety of steps to use in a workflow process

44Business Service Use to perform a Siebel-supplied or custom functionExample: Use business service to send email

45Business Service Continued Use ToolsTo view Siebel-supplied business servicesTo create custom business services

Some Siebel-supplied business services46Sub ProcessUse it to invoke another process within an existing workflow process Reuse previously-defined workflow processesRequires input arguments and may produce output arguments, for example: Pass in relevant object ID for sub-process step as an input argumentRetrieve expected results as output argumentsUse to span multiple business objects

Invokes another workflow process47Operation Step Use it to perform insert, update, or query Example: Update SR priority to High

Example: Update SR priority to Very High

48EAIEAI (Enterprise Application Integration)Workflow for EAI.EIA Dispaching.Virtual Business Components (VBC).Business Conectors. Enterprise Interfaces Manager (EIM).Objects Manager.Business ServicesXML Code.DTD, Documents.49Basic Integration TasksIdentify the data to integrate in each applicationMap and transform the data from each applicationTransport the data between applicationsSiebelApplicationExternal ApplicationTransportMap & TransformIdentifyIdentifyMap & TransformCommon FormatCommon Format50Identify the Data to Integrate in Each ApplicationSiebelApplicationExternal ApplicationIdentify business logic, components, and fieldsIdentify business logic, components, and fields51Transport the Data Between ApplicationsMove data to and from the Siebel application and the external application using:IBM MQSeriesIBM MQSeries AMIMicrosoft MSMQData transportSiebelApplicationExternal ApplicationXMLXMLMicrosoft BizTalk ServerFile transportHTTP52Integration ApproachesSynchronize Siebel data with external dataDisplay external data in Siebel appletsDisplay Siebel data in an external applicationControl a Siebel application from an external applicationExport Siebel dataSiebel ApplicationExternal ApplicationRaw DataBusiness LogicUser InterfaceRaw DataBusiness LogicUser Interface53Siebel Integration StrategiesWorkflow for EAIEAI Dispatch ServiceVirtual Business ComponentseBusiness ConnectorsEnterprise Integration ManagerObject Interfaces

EIMSiebel EAIeBusiness ConnectorsObject InterfacesVBCsWorkflow for EAIEAIDispatch54Workflow for EAISiebel ApplicationExternal ApplicationAccount dataCustomer dataMQSeries55Data Replication Workflow RelationshipsSRFObject LayerExecutablesRunningEAI Siebel AdapterQueryUpsertEAI Data Mapping EngineData MapAn EAITransport AdapterAn XML ConverterTo XMLFrom XMLTransportInstancesBusiness ObjectContactPatLiProperty SetContactPatLiCopyModifyTransformXML StreamWriteReadSiebel DatabaseExternal Applicationselectinsert, deleteDataLayerQueue or FileProperty SetCustomerDr.LiPatSiebel (Internal)Integration ObjectICICFICFExternalIntegration ObjectICICFICFICFBusiness ObjectBCSVFSVFSQLInstancecreatedby built-in Siebel codeDTD of XML from External Application56EAI Dispatch ServiceUses rules to evaluate the structure and contents of property sets (instances); data that matches a rule is sent to a specified workflow or business serviceOptionally transforms the data before sending itExample: Dispatch rules scan incoming documents for various patterns, then send each document to the proper workflowExternal ApplicationMessage QueueOrder StatusNew ContactOrder StatusOrder StatusNew PriceNew ContactDispatch Rule SetNew Contact?Order Status?New Price?Unknown?Write to FileUpdate PriceUpdate OrderUpdate ContactWorkflow or Business Service57Virtual Business ComponentsEnable the display and manipulation of external data from within Siebel applets without storing it in the Siebel databaseExample: Display Siebel contact data with contact detailsfrom an external source in the same viewSiebel dataExternal data

58eBusiness ConnectorsProvide end-to-end integration between Siebel Applications and other applications like Oracle and SAP R/3Example: Exchange orders between Siebel front-office and SAP R/3 back-office applicationsSiebel ApplicationSAP R/3 ApplicationOrder headersBAPIOrder details59Enterprise Integration Manager (EIM)Exchanges large volumes of data between the Siebel database and external sources through interface tables in batch modeExample: Each week the application captures mainframe updates and runs a batch job to synchronize the Siebel account dataMainframe Database

ChangeFileBatch jobSiebel DatabaseBatch job60Object InterfacesExpose Siebel objects to programmatic access from Siebel Visual Basic scripts, eScripts, or external applicationsEnable external applications to control the Siebel application or access the Siebel database using: COM Servers: Automation Server, Data ServerCORBA Object ManagerJava Data BeanExample: A button in an Excel spreadsheet calls the SiebelCOM Data Server to updateSiebel contact data fromExcel values

DatabaseSiebel ApplicationSiebel COM Data Server61Other EAI StrategiesActiveX Data Controls (ADC)Displays the Siebel UI in an external application, or displays an external application UI in a Siebel applicationClient-side import/exportExchanges account and contact data between a Siebel database and filesSiebel SyncSynchronizes data between a Siebel database and a mobile Web client, Siebel Microsoft Outlook, Palm, or Windows CE handheld62Business ServicesAre the main building blocks of Siebel workflowsProvide access to prebuilt Siebel methods (global procedures)Can also contain custom scriptseScript or Visual Basic codeCan be invoked three ways

Input and output data in property sets (instances)MethodMethodMethodSiebel Business Service

Input property setOutput property setService_PreCanInvokeMethodService_PreInvokeMethodService_InvokeMethodMost often used63Property SetIs instantiated to pass data in and out of a business serviceRepresents data in strings using name-value pairsHas two predefined properties: Type and ValueHas an array for creating custom property names and valuesCan contain an array of child-level property setsTypeValueAccountAK ParkerCitySan FranciscoStateCAPhone650-111-1866Predefined property namesValues for predefined propertiesArray of custom name/value pairs

Array of child property sets64Hierarchical Property SetRepresents structured data (business logic)Within a Siebel application(business objects and business components)Within an external application(structure of tables, views, or files)Conveys the structured data of an integrationobject, an XML document, or other data streamTypeValueAccountAK ParkerCitySan FranciscoStateCAPhone650-111-1866

Parentproperty setChild property setGrandchild property set65What Can Invoke a Business ServiceA workflow processA method from another business serviceA user interface eventA Siebel object interface (COM, CORBA, Java)A built-in scriptAn external program66Prebuilt and Custom EAI Business ServicesPrebuilt EAI business services Data transformation adapters: map and transform dataData transport adapters: move data from application to applicationCustom EAI business services perform special tasksUsing custom methods written in Siebel eScript or Siebel Visual Basic67Prebuilt Data Transformation AdaptersTransform data to and from:Integration objects in property sets andSiebel XML in property setsExample: The XML Converter transforms Siebel data into XML that an external application can processPre-built adapters include:EAI XML ConverterEAI XML Hierarchy ConverterXML ConverterEAI Siebel AdapterEAI Data Mapping EngineXML Gateway business serviceModule 3Module 10Module 19Module 968Prebuilt Data Transport AdaptersSend data to, and receive data from, external applicationsPre-built transports include:EAI XML Read From FileEAI XML Write To FileEAI File Transport AdapterEAI MQSeries Transport AdapterEAI MQSeries AMI Transport AdapterEAI MSMQ Transport AdapterEAI DLL Transport AdapterMicrosoft BizTalk Server AdapterEAI HTTP Transport AdapterModule 3, 13Module 13Modules 14, 1569Application Integration FormatsEnable the translation of data from their original formatsSiebel business objects, business componentsExternal application tables and viewsBusiness service property sets (string format) are instances that convey hierarchically-structured data to and from:The integration object formatThe XML formatOther formats (for example, BAPI and IDOC)External formatBusiness Object formatIntegration Object formatProperty Set formatXML formatBinaryStringStringString70XML = Extensible Markup LanguageIs a universal syntax for data flow among applicationsCoordinated by the World Wide Web Consortium (W3C)Cross-platform, vendor-neutral standardMany vertical industry initiativesWidely used across industriesIs a text-based tag language with user-definable tagsDescribes the nature and structure of informationMetadataTags identify dataRepresent hierarchical relationships

71Comparison of HTML and XMLRobert Heinlein, Time Enough for Love, New York, Putnam, 1973.
This science fiction novel chronicles the life of Lazarus Long, a man who lives hundreds of years.

Robert HeinleinTime Enough for LoveNew YorkPutnam1973This science fiction novel chronicles the life of Lazarus Long, a man who lives hundreds of years.

HTML ExampleXML ExampleHTML specifies the contents format (for example, font size)XML specifies the nature and relationship of each content item72XML Elements and AttributesElementIs a logical data structure within an XML documentHas a start tag and an end tag: RobertContent is the data between the start tag and end tagTypes of elementsRoot: the one element that contains all other elementsParent: an element containing other elementsChild: an element contained within another elementAttributeIs a name-value pair within a start tagExample: 12500The value is always a string, enclosed in quotation marksA default value can be defined73XML HierarchyXML element tags represent the nature and structure of dataIn Siebel business componentsIn external tables and viewsExample is the parent of

is the child of

74XML Adapter Business ServicesHow objects are representedEAI XML Read From FileEAI XML Write To FileEAI XML ConverterXML Hierarchy ConverterXML Converter75How Objects Are RepresentedWhen converting between property sets and XML, each:Property set Type = an XML element tag nameProperty set Value = an XML element contentsProperty set Property = an XML tag attribute44.00XML Example76Reading and Writing XML to and from FilesEAI XML Read From FileReads an XML document fileWrites a property set with the XML structure, tags, and contentEAI XML Write To FileReads a property setWrites an XML document with the structure and content of the property set77EAI XML ConverterConverts data from an integration object format to an XML document formatUse to:Represent integration object data as XMLPass XML data as parameters in Siebel workflowsMap data with the Data Mapping EngineProcess Siebel eScript code using the Data Mapping Engine78XML Hierarchy ConverterDoes not use integration objectsUses simple rules to convert between an XML hierarchy and an XML documentRule examples:Make each XML element a property set with Type as the tag nameMake each XML attribute a property in the element property setUse to:Pass XML data as parameters in Siebel workflowsProcess Siebel eScript code using the Data Mapping Engine79XML ConverterDoes not use integration objectsUses simple rules to convert between an XML hierarchy and an XML documentDoes not create an XML Hierarchy property set, but makes the XML documents root element the type of top-level property set (such as Service Method Arguments)Use to:Import and export hierarchical data (arguments, definitions, and so on)Pass property set arguments to and from business services80XML Converter and EAI XML Converter ComparedFeatureXML ConverterEAI XML ConverterExternal RepresentationXMLXMLInternal RepresentationXML Hierarchy(Property Set)Siebel Message(Integration Object Instance)MetadataDTD (Optional)Integration Object Definition(created using DTD Wizard)FormatExternal Message onlyInternal (Siebel) Message or External MessageHere are the differences between the standard XML Converter and the EAI XML Converter81Document Type Definition (DTD)Defines the element names, parent/child relationships, and attributes in a class of XML documentsExample: A Siebel DTD defines Siebel XMLIs used by an application to interpret and validate the structure of XML documents in the classA Siebel DTD enables another application to interpret Siebel XMLAn external DTD enables a Siebel application to interpret external XMLCan be stored:Within an XML documentAs a separate DTD document82Element Declarations

Element nameChild elements? indicates the element is optional + indicates the element can occur one or more timesNo punctuation indicates the element occurs only once * indicates the element can occur zero or more times83Entity Declarations

Internal entityExternal entities External entities Specify XML document text to be replaced by other data

Internal entities specify the replacement data within the entity declarationExternal entities specify replacement data outside the DTD fileIn another text file: data is parsed as if it were in the XML fileIn a binary file: data is not parsed84Three Types of XML IntegrationExternal ApplicationSiebel ApplicationSiebel DTDSiebel XMLXMLCustom eScriptSiebel ApplicationExternal ApplicationExternal Integ. Obj.XMLSiebel ApplicationExternal ApplicationProp. SetExternal DTDIntegration of externally-produced Siebel XMLThe external application sends XML that follows the DTD for Siebel business objectsIntegration of externally-produced XML using an external DTDAn external integration object based on an external DTD maps the external data into a property setIntegration of externally-produced XML without a DTDA business service witha custom eScript maps the data for each integration point85Assingment ManagerGlobal Concept.Sales & ServicesIssues.86EmployeesPositionsOrganizationsSkillsExpertiseAvailabilityProductWorkloadSales TerritoryAccountsCampaignsService RequestsProduct DefectsOpportunitiesActivitiesBusiness SolutionSiebel Assignment Manager allows companies to define rules that automatically assign data ownership to the appropriate peopleDataRulesPeopleAssign dataEvaluate rulesAssign people to data87SkillsAre properties that reflect the candidates abilities, for example: Installation and upgrade skillsLanguage expertiseProduct skillsAssignment Manager can match assignment object attributes to: Employee skillsPosition skills Organization skills 88Workload CriteriaTypes of criteria used to balance workload between candidatesApply a workload score to candidates based on current workloadCandidates with a lighter workload receive a higher score than candidates with a heavier workloadCandidates with workloads greater than maximum workload will be eliminated from the assignment ruleAre generally used with service assignmentsLow Work = High ScoreHigh Score = Assignment89Sales Scenario Business Rule: Assign accounts to sales representatives based on their geographic territory and language expertise Assignment Object Candidate Assignment Criteria Criteria Value Business Rule: If account is French, assign to French sales positions AccountFrance French sales positionsAccount CountryAssignment Rule90

Service ScenarioEmployee: EllenSkill: CPUWorkload: 19 SRsEmployee: CraigSkill: NetworkWorkload: 18 SRsEmployee: JackSkill: Network Workload: 20 SRs to best candidateAssign incoming service requestsBusiness Rule: Assign service requests to agents based on product skill and current workload 91Recap: Creating the Assignment Rule Business Rule: Assign service request to most available agent based on workloadAssignment Object Candidate Assignment Criteria Criteria Value Service RequestAll PeopleAssignment Rule20Workload ruleMax load = 20 SRs45Product Score 92Assigning Based On AvailabilityCandidates may be assigned based on calendar availabilityAppointment Booking Engine (ABE) checks employees availabilityIf employee is available, ABE creates activity on employees service calendar

Check box for assignment rule93

Exclusive RuleMultiple assignment rules may exist for the same assignment object Use the exclusive rule to determine primary assignees from a list of candidates generated from multiple assignment rulesCandidates matching exclusive rule criteria supersede candidates matching criteria of all other non-exclusive assignment rules

Make a rule exclusive94ConflictsThese conflict scenarios are handled as followsConflict between two rules with same scoreAssigns candidates for both rules and assigns the System Administrator to the teamMakes System Administrator the primary on the teamConflict between two exclusive rules with the same scoreAssigns System Administrator to the team as primaryRules do not identify any candidates to assignAssigns System Administrator to the team as primarySet default parameters in Assignment Object to determine who has access to data that cannot be assigned Default Employee, Group, Position, Organization

95Three Ways to Invoke Assignment ManagerBatch AssignmentDynamic Assignment Interactive Assignment 96Batch AssignmentUse to submit batches of objects for one-time assignment or reassignmentImplemented via server task Business scenarios Change assignment rules and modify existing objects that are already assigned Change Assignment Manager configuration using Siebel ToolsTerritory re-alignmentExisting assignments are inaccurate

97Automatically invokes Assignment Manager to assign new or changed objects in real timeImplemented via assignment policies and workflow Business scenarios Sales representative creates new opportunity with potential revenue of $100,000 Assign positions to team where Opportunity Revenue >= $100K Call center agent creates a service request (SR) to fix the CPU on Joe Smiths XYZ computerAssign employee to SR where Product = CPU and Employee Skill = XYZ computersDynamic Assignment98Invoking Dynamic AssignmentCreate or modify assignment object data, such as: AccountOpportunity Service RequestCampaign Product DefectActivity 99Use to assign candidates in real timeEnabled for Service Request and Activity assignment objectsImplemented via user interaction and tasks on server User makes assignment from a generated list of candidates Business scenariosA customer service representative takes a call and creates a new service request (SR), then the service manager assigns the SR to a skilled service agentA call center supervisor wants to verify that service requests are assigned to the right peopleIf they are not, he can reassign them by selecting different candidates for assignment

Interactive Assignment100Implementation TipsReview assignment objects, rules, and attributesVerify rules meet your business requirementsDo not define rules that are too generic Will result in a large number of matches, degrading performance Test the system thoroughlyTest functionality and validity, as well as performanceIdentify an assignment administratorTo administer assignment objects and assignment rules101Modifying Assignment Manager Behavior Use client application to Create and modify assignment rules Lock assignment Use Siebel Tools toModify assignment object properties Create new assignment object definitions Assignment attributesAssignment objectsAssignment criteria

102Multi-Tier AssignmentFilters how people and organizations are assigned, based on the relationships between themControls the degree of dependency between people and organizations during assignmentSets precedence on the type of assignment madeAssignment modesIndependentOrganization-OrientedPerson-OrientedOrganization and Person-Oriented

103Mejoras 8.XSearchCatlogoAdministrador de Producto.Administrador de Precios.104Mejoras Siebel 8.XSiebel iHelp versus Automatizacin de Tareas (Siebel Task UI)Siebel iHelp es ms apropiada para ofrecer una ayuda general de cada una de las entidades. Siebel Task UI es una herramienta ms potente:Proporciona una gua de los procesos de la aplicacinRequiere configuraciones especficas.

CaractersticaiHelpTask UIDAyuda general de procedimientosAyuda de los procesos de la aplicacinAsegura que tareas crticas se completan correctamenteFuerza la manera en la que los procesos se completanIntegrado con Siebel WorkflowConfigurable va interfaz usuarioConfigurable va Siebel Tools e interfaz usuario

105Siebel Search Siebel Search es una utilidad de Siebel que permite realizar bsquedas avanzadas a travs de todas las entidades y ficheros adjuntos.

Guardar BsquedaBsqueda avanzadaLos resultados son de entidades diferentes. Aparece la fecha de ltima modificacin del registroLa palabra buscada aparece en negritaOrdenar resultadosMejoras Siebel 8.X106Opciones bsqueda avanzada

Buscar por formato de ficheroBuscar por entidades o por ficheros adjuntosSeleccin de entidades donde buscarOperadoresSiebel Search Mejoras Siebel 8.X107Productos con Componentes: en los cuales el usuario puede modificar sus caractersticas y sus componentes (Ej.: Una caldera, en la cual podemos elegir no solo el modelo y la potencia de la caldera sino que tambin podemos solicitar el componente mantenimiento. El producto sera la caldera (con sus atributos: modelo y potencia) y el componente opcional sera el mantenimiento).

Tipos de Productos en Siebel 8.X:Productos Personalizables: son aquellos en los cuales el usuario no realiza ninguna configuracin.Productos No Personalizables: productos con atributos, en los cuales el usuario puede configurar caractersticas de su producto pero no los componentes.

Mejoras Siebel 8.XAdministracin de Productos Catlogo108Administracin de Productos Catlogo 1Categora AProd 1Prod 2Doc 1.Categora BProd 4Sub Categora 1Prod 5Prod 6Categora CSub Categora 2Prod 7Prod 8

Sub Categora 3 Doc 1Organizacin de Productos:Catlogos: coleccin de tems (productos y servicios) ordenados de forma lgica en conjuntos. Pueden ser pblicos o privados.Categoras: agrupacin lgica de tems dentro de un catalogo. El acceso al catlogo y categoras se puede controlar mediante la utilizacin de Grupos de Acceso: Coleccin de Posiciones, Organizaciones y Listas de UsuariosCatlogo: Grupos de AccesoCategora: Grupos de AccesoProductos: Elegibilidad, interfaz de usuario

Mejoras Siebel 8.XCatlogo109

Organizacin de Productos:Clases de Productos (o Modelos): Sirven para organizar atributos.A un producto se le puede asignar una clase para que herede todos sus atributos.Se pueden meter clases dentro de clases Concepto de sub-clase.Lneas de Productos: otros agrupadores de productos. Visualizacin de Productos:Se trata de la visualizacin de la estructura del producto en el configurador (una vez pulsado el botn Personalizar). El sistema permite crear diferentes interfaces de usuario para un mismo producto y su asignacin mediante responsabilidades a los distintos grupos de usuarios.

Mejoras Siebel 8.XAdministracin de Productos Catlogo110Paquetes de Productos (Bundels):Grupo de productos vendidos como uno solo y por tanto con precio nico.No modificables en tiempos de Oferta.Promociones:Descuentos especiales por contratar un producto o un conjunto de productos concretos.Tipos de promociones: Cupones si aplican a un nico producto y Paquete cuando es para un conjunto.Aplicacin de las promociones:Top-down: se selecciona una promocin y se aaden a la orden todos los productos asociados a la promocin.Bottom-up: se selecciona algn producto asociado a una promocin y un asesor recomienda el paquete promocional al que pueda pertenecer el producto, siempre que no pertenezca ya a uno.

Mejoras Siebel 8.XAdministracin de Productos Catlogo111Otros Conceptos Importantes:Acceso al Catlogo (Usuario Producto): Los catlogos pueden ser definidos como pblicos o privados. La definicin de un catlogo como privado implica que las categoras que lo conforman son tambin privadas. Cuando un catlogo es privado slo tendrn acceso a l los usuarios que pertenezcan a los grupos de acceso (organizaciones o posiciones) asociados al mismo.Reglas de Elegibilidad (Cliente Producto): En base a informacin del cliente determinando si ste es elegible o no para adquirir un producto o servicio. Existen dos tipos de reglas: Available (clientes elegibles) y Not Available (clientes no elegibles).Reglas de Compatibilidad (Producto Producto): Asociadas a un producto, determinan si otro producto debe ser excluido o incluido en la configuracin. Son solo informativas.Reglas de Validacin (Producto): Validaciones implementadas mediante customizacin que se usan para procesos de negocio/configuraciones muy especficos.

Mejoras Siebel 8.XAdministracin de Productos Catlogo112Generalidades:Lista de Precios: set de precios estndar para productos y servicios. Se pueden definir tantas como se necesiten.Para cada lista, mediante administracin, se asignan los precios definidos en la administracin de precios a los componentes de cada producto definido en la administracin de productos. Lista de Tarifas: Set de importes que se cobran en servicios facturables por horas. Lista de Costes: Set de costes por producto o servicio. Se pueden aadir a una lista de tarifas o de precios para calcular el margen de beneficio. Tipos:Estndar: Coste predeterminado que se comprara con el coste actual para medir el rendimiento de un departamento u operacin.Last Cost: Mtrica de costes basada en LIFO. Asume que los ltimos productos que entran son los primeros que salen, y que por tanto el inventario final consiste en los primeros productos adquiridos.Next Cost: Mtodo de costes que permite al usuario mantener los costes manualmente.Average Cost: Mtodo de clculo de costes que calcula el coste medio de todos los gastos de adquisicin de un producto inventariado.

Mejoras Siebel 8.XAdministracin de Precios Catlogo113Descuentos por Volumen:Ajuste del precio de un producto basado en la cantidad de productos que se van a contratar.Pueden ser de dos tipos:Simples: Mismo descuento para todos los productos incluidos siempre. Ejemplo: 20% de descuento para ms de 10 productos.Compuestos: Descuento gradual para cada grupo de productos. Ejemplo: 0% para los 5 primeros, 5% para los 10 siguientes, 10% para los 20 siguientes, etc.Descuentos Agregados:Descuentos aplicados a productos concretos por comprarlos dentro de un paquete. Tambin se consideran descuentos agregados las promociones y los paquetes de productos.Mejoras Siebel 8.XAdministracin de Precios Catlogo114Matrices de Descuentos:Permiten ajustar los descuentos por producto, tipo de cliente y segmento de mercado y tenerlos agrupados en una simple matriz:

Ajuste de Atributos:Permiten ajustar los descuentos por la configuracin de un producto (valores de sus atributos):

Mejoras Siebel 8.XCatlogo115