Contents
 Getting Started
 What To Do First
 Signing In
 About the Interface
 Siebel CRM On Demand Page-by-Page Overview
 My Homepage
 Reviewing Your Alerts
 Working with Records
 Creating Records
 Finding Records
 Using Advanced Search
 Default Search Fields
 About Filter Conditions
 About Filter Values
 About Searching on Multi-Select Picklists
 Using the Look In Selector
 Updating Record Details
 Linking Records to Your Selected Record
 Records Types Linked to Other Record Types
 Favorite Records Page
 Working with Lists
 Creating and Refining Lists
 Filtering Lists
 Manage Lists Page
 View List Page
 Favorite Lists Page
 Exporting Records in Lists
 Transferring Ownership of Records
 Sharing Records (Teams)
 Updating Groups of Records
 Merging Records
 Adding Notes
 Note Edit Page
 Note Page (List)
 Attaching Files and URLs to Records
 Attachment Fields
 Attachment List Page
 Using Assessment Scripts
 Deleting and Restoring Records
 About Duplicates When Creating Records
 Printing Information That Appears on Pages
 Exiting Siebel CRM On Demand
 Contacting Oracle
 Calendar and Activities
 Calendar Pages
 Steps for Calendars and Activities
 Viewing Activities
 Creating Activities
 Updating Activities
 Limiting Activity Records Displayed
 Marking Tasks as Completed
 Assigning Activities to Another Employee
 Tracking Visits (Sales Calls) to Customers
 Viewing Group Task Lists
 Scheduling Appointments with Others
 Viewing Others’ Calendars
 Calendar Setup Page
 Sharing Your Calendar
 Setting Your Default Calendar View
 Adding Custom Calendar Views
 Activities List Page
 Activity Fields
 Campaigns
 About Campaigns
 Campaign Homepage
 Steps for Campaigns
 Closing Campaigns
 Targeting Contacts for Campaigns
 Recording Responses to Campaigns
 Campaign List Page
 Campaign Fields
 Leads
 About Leads
 Leads Homepage
 Steps for Leads
 Reassigning Leads
 Qualifying Leads
 Using Lead Qualification Scripts
 Archiving Leads
 Converting Leads to Accounts, Contacts, or Opportunities
 Rejecting Leads
 Leads List Page
 Lead Detail Page
 Leads Fields
 Accounts
 About Accounts
 Accounts Homepage
 Steps for Accounts
 Creating Accounts
 Updating Account Information
 Tracking Contact Roles at an Account
 Linking Records to Accounts
 Linking Portfolio Accounts
 Specifying Parent Accounts
 Limiting Account Records Displayed
 Tracking Partners and Competitors of Accounts
 Tracking Relationships Between Accounts
 Tracking Assets
 Tracking Revenue Based on Accounts
 Account List Page
 Account Detail Page
 Account Fields
 Contacts
 Contacts Homepage
 Steps for Contacts
 Importing Your Contacts
 Linking Contacts to Multiple Accounts
 Tracking Relationships Between Contacts
 Tracking Revenue Based on Contacts
 Adding Referrals
 Tracking Contact Interests
 Contact List Page
 Contact Fields
 Opportunities
 About Opportunities and Forecasts
 Opportunity Homepage
 Steps for Opportunities
 Tracking Partners and Competitors of Opportunities
 Accessing the Sales Process Coach
 Linking Products to Opportunities
 Viewing Audit Trails for Opportunities
 Opportunity List Page
 Opportunity Detail Page
 Opportunity Fields
 Forecasts
 About Forecasts
 Forecast Homepage
 Steps for Forecasts
 Reviewing Forecasts
 Refreshing Forecasts
 Viewing Forecast History
 Submitting Forecasts
 Unsubmitting Forecasts
 Managing Quotas
 Managing Your Team’s Forecasts
 Forecast Details Page
 Forecast Fields
 Service Requests
 About Service Requests
 Service Requests Homepage
 Steps for Service Requests
 Assigning Service Requests
 Using Service Request Scripts
 Adding Solutions to Service Requests
 Escalating Service Requests
 Closing Resolved Service Requests
 Viewing Audit Trails for Service Requests
 Service Request List Page
 Service Request Fields
 Solutions
 About Solutions
 Managing Solutions
 Solution Homepage
 Steps for Solutions
 Reviewing Solutions
 Approving and Publishing Solutions
 Rating Solutions
 Solution List Page
 Solution Fields
 Communications
 About Call Center On Demand
 Managing the Call Center
 Communication Homepage
 Steps for Call Center On Demand
 Preparing for Interacting with Customers
 Handling Phone Calls
 Disabling the Communications Toolbar in a Browser Session
 Placing Calls
 Handling Callbacks (Web and Phone)
 Handling Voicemail Messages
 Handling Emails
 Wrapping Up Communication Activities
 Reviewing Your Statistics
 Viewing Interaction Histories
 Monitoring Agents
 Communication Activities List Page (Call Center On Demand)
 Communication Activity Fields (Call Center On Demand)
 Call, Voicemail, and Email Detail Pages
 MedEd
 MedEd Homepage
 Steps for MedEd Events
 Tracking Invitees to Medical Education Events
 MedEd List Page
 MedEd Fields
 Funds
 About Funds
 Funds Homepage
 Steps for Funds
 Creating Funds
 Adding Fund Participants
 Adding Credits to Funds
 Processing Requests for Funds
 Processing Claims
 Applying Debits Against Funds
 Reviewing Fund Activity
 Viewing Audit Trails for Funds
 Funds List and Fund Requests List Page
 Fund Fields
 Households
 About Households
 Household Homepage
 Steps for Households
 Profiling Households
 Tracking Household Members
 Household List Page
 Household Fields
 Vehicles
 Vehicle Homepage
 Steps for Vehicles
 Updating Vehicle Ownership
 Tracking Sales Histories of Vehicles
 Tracking Service Histories of Vehicles
 Tracking Financial Information for Vehicles
 Exposing a Vehicle Product Type
 Vehicle List Page
 Vehicle Fields
 Dealers
 Dealer Homepage
 Steps for Dealers
 Dealer List Page
 Dealer Fields
 Personalizing Your Application
 Updating Your Personal Details
 About Profile Settings for Users
 Portfolio Accounts
 About Portfolio Accounts
 Portfolio Account Homepage
 Steps for Portfolio Accounts
 Tracking Key Contacts for Portfolio Accounts
 Specifying Portfolio Subaccounts
 Portfolio Account List Page
 Portfolio Account Fields
 Setting Your Default Search Record Type
 Setting Your Theme
 Viewing Audit Trail Fields
 Managing Your Quota
 Reviewing Your Sign In Activity
 Changing Your Password
 Setting Up Your Security Questions
 Adding Delegated Users
 Reviewing Your PIM Sync Activity
 Granting Sign In Access to Technical Support
 Displaying Your Tabs
 Changing Your Detail Page Layout
 Changing Your Homepage Layouts
 Changing Your Action Bar Layout
 Setting Up Your Calendar
 Data and Integration Tools
 Working with Other Applications
 Using the Offline Edition
 What Records You Can Use Offline
 Installing the Offline Edition
 Downloading Records to Your Offline Edition
 Adding and Updating Records in Your Offline Edition
 Uploading Records From Your Offline Edition
 About Conflict Resolution with the Offline Edition
 Synchronizing with PIMs
 About the Sync Engine and Field Mapping
 Running the Initial Synchronization with Your PIM
 Changing the Synchronization Settings
 Running Additional Synchronization Sessions
 Reviewing the Sync Results
 About Conflict Resolution with PIMs
 Adding Emails from Microsoft Outlook and Lotus Notes
 Using Siebel CRM On Demand Integration for Office
 Using Mail Merge for Word
 About the Mail Merge for Word Toolbar
 Creating Siebel Mail Merge Templates
 Creating Direct Mailings or Mass Emails with Mail Merge for Word
 Using Reports and Analysis for Excel
 About the Reports and Analysis for Excel Toolbar
 About Creating Reports with Reports and Analysis for Excel
 Creating Reports Using Reports and Analysis for Excel
 Reports and Dashboards
 About Reports and Dashboards
 Setting Up Report Folders
 Setting Up User Visibility to Shared Report Folders
 Steps for Reports
 Reviewing Report Data
 Printing Reports
 Running Reports
 Downloading Reports
 Getting Started with Custom Reports
 Changing Appearance of Reports
 Step 1: Defining Criteria
 Adding Columns to Reports
 Adding Custom Fields to Reports
 Adding Filters to Columns
 Editing Column Properties
 Setting Up Column Formulas
 Sorting and Reordering Columns
 About Using Addresses in Reports
 Combining Results from Multiple Reports Using Set Operations
 Step 2: Creating Layouts
 Adding Titles to Results
 Adding Tables to Results
 Showing Results in Charts
 Showing Results in Pivot Tables
 Showing Results as Gauges Using Gauge View
 Showing Filters Applied to Results
 Adding Markup Text to Results
 Adding Legends to Reports Using Legend View
 Allowing Users to Change Columns in Reports
 Allowing Users to Select a Specific View Using View Selector View
 Showing Results in Funnel Charts
 Adding Narrative Text to Results
 Showing Results in Scrolling Tickers
 Alerting Users to No Data
 Step 3: Defining Prompts (Optional)
 Adding Column Filter Prompts
 Adding Image Prompts
 Step 4: Reviewing Reports
 Making Custom Reports Public
 Finishing Your Analysis
 Using Functions in Analyses
 Aggregate Functions
 Running Aggregate Functions
 String Functions
 Math Functions
 Calendar Date/Time Functions
 Conversion Functions
 System Functions
 Operators
 Case Statements
 Expressing Literals
 Session Variables
 Administering Siebel CRM On Demand
 Using Administrator Templates During Setup
 Company Administration
 Setting Up Your Company Profile and Global Defaults
 Activating Languages
 Verifying License Statuses and Active Users
 About Sign-In and Password Policies
 Defining Your Company's Password Controls
 Resetting All Passwords
 Reviewing Sign-In Activity for All Users
 Restricting Use to IP Addresses
 Reviewing Your Company's Resource Usage
 Alerts
 Publishing Company-Wide Alerts
 Alert Fields
 Managing Currencies
 Application Customization
 Record Type Application Customization Page
 About Field Management
 About Custom Fields
 Creating and Editing Fields
 Setting Up Custom Field Integration Tags
 Setting Up Web Links
 About Using Web Links to Create New Integration Scenarios
 Renaming Fields
 Using Indexed Custom Fields
 Reverting Settings to Defaults
 Changing Picklist Values
 Customizing Static Page Layouts
 Renaming Field Section Titles
 About Custom Web Applets
 Creating Web Applets
 Defining Cascading Picklists
 Managing Search Layouts
 Managing List Access and List Order
 Creating Homepage Custom Reports
 Creating Record Homepage Layouts
 Customizing the Audit Trail
 Specifying Dynamic Page Layouts
 Managing the Behavior of Lookup Windows
 Displaying External Web Pages in Tabs
 Customizing My Homepage for Your Company
 Enabling Custom Reports in My Homepage
 Renaming Record Types
 Adding Record Types
 About Fields, Picklists, and Metrics
 User Management and Access Controls
 About Roles and Access Profiles
 About Groups
 Setting Up Access Profiles
 Adding Roles
 Setting Up Users
 User Fields
 User Detail Page
 Setting Up Users' Sales Quotas
 Changing a User's User ID
 Resetting a User's Password
 Reviewing Sign-In Activity for a User
 Deactivating Users
 Setting Up Groups
 Setting Up Territories
 About Books
 Setting Up Books
 Assigning Records to Books
 Data Rules and Assignment
 Defining Assignment Rules
 Mapping Additional Fields During Lead Conversion
 Setting Up Forecast Generation
 Setting Up Sales Processes, Categories, and Coaches
 Customizing Your Company's Industry List
 About Workflow Rules
 Creating Workflow Rules
 Creating Workflow Rule Actions
 Changing the Order of Workflow Rule Actions
 Data Management Tools
 Import and Export Tools
 Preparing for Data Importing
 Linking Records During Import
 Data Checking Guidelines
 Field Type Guidelines for Importing Data
 User Fields: Import Preparation
 Account Fields: Import Preparation
 Account Team Fields: Import Preparation
 Contact Fields: Import Preparation
 Contact Team Fields: Import Preparation
 Product Fields: Import Preparation
 Opportunity Fields: Import Preparation
 Opportunity Product Fields: Import Preparation
 Opportunity Contact Role Fields: Import Preparation
 Campaign Fields: Import Preparation
 Lead Fields: Import Preparation
 Service Request Fields: Import Preparation
 Solution Fields: Import Preparation
 Appointment, Task, and Call Fields: Import Preparation
 Task Contact Fields: Import Preparation
 Task User Fields: Import Preparation
 Appointment Contact Fields: Import Preparation
 Appointment User Fields: Import Preparation
 Note Fields: Import Preparation
 Asset Fields: Import Preparation
 Portfolio Fields: Import Preparation
 Product Category Fields: Import Preparation
 Dealer Fields: Import Preparation
 Vehicle Fields: Import Preparation
 Custom Object Field: Import Preparation
 Campaign Recipient Fields: Import Preparation
 About Countries and Address Mapping
 Importing Your Data
 Reviewing Import Results
 Example of Import Results Email and Log File
 About Record Duplicates and External IDs
 Exporting Your Company's Data
 Reviewing Export Results
 About Data Storage Limits
 Batch Delete Queue Page
 Batch Assign Book Queue Page
 About Integration Events
 Managing Integration Event Settings
 Content Management
 Setting Up Product Categories
 Setting Up Company Products
 Managing Your Company's Attachments
 Setting Up Assessment Scripts
 About Assessment Scripts
 Creating Assessment Scripts
 Web Services Integration
 Downloading WSDL
 Reviewing Web Services Utilization
 Managing Smart Calls
 Creating Expressions with Expression Builder
 Expression Builder Examples
 Index
|
|