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 the Message Center
Working with RSS Feed Applets
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)
Working with the List of Notes
Subscribing to Notes
Sending Notes to Other Users
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
Changing an Account Primary Contact
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
About Opportunity Teams
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
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
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
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
About On Demand Widgets
Embedding a Favorite Lists Widget
Embedding a Message Center Widget
Embedding a Reports Widget
Example of Embedding On Demand Widgets
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
About Reports
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
Dashboards
About Dashboards
Steps for Dashboards
Creating Interactive Dashboards
Adding Pages to Interactive Dashboards
Adding and Displaying Content on Interactive Dashboard Pages
Navigating to the Dashboard Editor
Controlling the Appearance of Interactive Dashboard Pages
Making Content Appear Conditionally on Interactive Dashboard Pages
Adding Guided Navigation Links to Interactive Dashboard Pages
Adding Text Links and Image Links to Interactive Dashboard Pages
Adding Views of Presentation Catalog Folders to Interactive Dashboard Pages
Adding Content Saved in the Presentation Catalog to Interactive Dashboard Pages
Controlling How Results Display When Users Drill Down in Interactive Dashboard Pages
Editing the Properties of Interactive Dashboard Prompts and Reports
Applying Formatting to Interactive Dashboards
Renaming Dashboard Objects
Deleting Dashboard Objects
Changing the Properties of Interactive Dashboards
Changing PDF and Printing Options on Interactive Dashboards
Creating Prompts for Interactive Dashboards
Changing the Name or Description of an Interactive Dashboard
Viewing Dashboards
About Guided Navigation in Interactive Dashboards
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
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
About Custom Web Applets
Creating Custom Web Applets
Creating Global Web Applets
Customizing My Homepage for Your Company
Enabling Custom Reports in My Homepage
Renaming Record Types
Changing the Icon for a Record Type
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
About User Page Layouts
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
Business Process Management
About Assignment Rules
Setting Up 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
Solution Fields: Import Preparation
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
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 and Schema Files
Reviewing Web Services Utilization
Managing Smart Calls
Creating Expressions with Expression Builder
About Expression Builder
Using Expression Builder
About Expressions
Data Types in Expression Builder
Expression Builder Operators
Expression Builder Functions
Alias Function
Currency Function
DivisionName Function
ExcludeChannel Function
FieldValue Function
FindNoneOf Function
FindOneOf Function
FirstName Function
GetGroupId Function
GetParentId Function
IfNull Function
IIf Function
InStr Function
JobTitle Function
JulianDay Function
JulianMonth Function
JulianQtr Function
JulianWeek Function
JulianYear Function
Language Function
LanguageName Function
LastName Function
Left Function
Len Function
LN Function
LocalCurrency Function
Locale Function
LocaleListSeparator Function
LocaleName Function
LoginId Function
LoginName Funtion
LookupName Function
LookupValue Function
Mid Function
OrganizationName Function
PRE Function
Right Function
RowIdToRowNum Function
RowNum Function
Timestamp Function
ToChar Function
Today Function
UserValue Function
UtcConvert Function
Expression Builder Examples
Index