Essencials

Arquitecture.
Clients Access.
Setup & Configurations.

1
Business Objects Relate Business Data
A business object (BO) contains information about the relationships between
business components (BC)
Represents a collection of BCs and the relationship between them
Opportunity
Account
Product Contact
Account
Business component
Business component
Business
object
2
Siebel Web Architecture Overview
At a high level, the Siebel architecture consists of:
A relational database and file system that store business data
Servers that manage the business data and provide batch and interactive
services for clients
Web clients that access the business data

Siebel
File System Database
Server
Siebel
Servers
Web Server
3
Database
Server
Siebel
File System
Gateway Server
Browser
Enterprise Server
Siebel Server
Object 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 Server
Siebel 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 Manager
Workflow Manager
Conection 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 Manager
Comunication Server
Componentes del Siebel
Server.
Dispositivos mviles y
remotos, se controlan
desde Siebel Server.
Instala y Configura en 1era. Fase el
Siebel Server #1.
Usuario
Presentacin
Lgica de Negocio
Datos
Capas
4
Physical Architecture
The Gateway Server, Siebel Server, Database Server, and File System can be
implemented on one machine or spread across multiple machines
The Siebel Server(s) should have a high-speed LAN connection to the
Database Server
Database
Server
Siebel
File System
Siebel Server
Gateway Server
Siebel Server
Enterprise Server
High-speed LAN
Web Server
SWSE
Firewall Firewall
5
Client Access Overview
Access to Siebel data differs based on client type
Web and Wireless Web Clients connect through Web Server
Handheld and Mobile Web Clients connect through Gateway Server
Dedicated Web Client connects directly to Siebel database
Siebel
File System
Database
Server
Siebel
Servers
Web Server
Web
Wireless Web
Handheld
Mobile
Web
Dedicated
Web
6
Siebel Repository File (.srf)
Separate file with object definitions that contain the application
configuration
UI objects specify the data presentation
Business objects specify the business rules and processes
Data objects specify the data organization and storage
Used with Object Manager, builds a Siebel application at run time
Object Manager
.cfg
.srf
Database
Templates
Parameters
Web Clients
Mobile and Dedicated Web Clients
7
Configuration 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
.srf
Database
Templates
Parameters
Web Clients
Mobile and Dedicated Web Clients
8
All Clients
Siebel architecture supports a mixture all clients
Siebel
File System
Gateway Server
Siebel Server
Component
Object Manager
Siebel Web Engine
Data Manager
Enterprise Server
Database
Server
.srf .cfg
Mobile/Handheld
Client
Web Server
SWSE
Web Client
WAP
Server
Wireless Web
Client
.srf .cfg
.cfg
.srf
Dedicated Web Client
Siebel Web Engine
Data Manager
Object Manager
Web Server
SWSE
9
Essencials
Authentication.
Internal & External.
Objects Definitions.
Business Entities.
Local Projects.



10
Credentials
Internal Authentication
Requires a database (RDBMS) login and
password for each user
Is the default for Siebel applications
Authenticates users accessing one or more
Siebel applications


Siebel Object Manager
SWSE
Web
Server
Browser
Siebel
Database
Connect using DB account
Encrypt password
1. User
provides
name
and
password
2. Password may be encrypted to
prevent direct database access
3. Connect to database
11
External Authentication
Uses an external directory containing user
credential and administrative information
Allows for centralized management of user
authentication across Siebel and non-Siebel
applications


Credentials
Siebel Object
Manager
SWSE
Web
Server
Browser
Connect using DB account
Security
adapter
Authenticatio
n Service
Login
Retrieve
DB account
and roles
Directory
1. User
provides
informatio
n
4. Connect
to database
2. Verify
credentials
3. Roles applied to user
as Siebel responsibilities
Siebel
Database
12
External Authentication Continued
Standard 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 directories
Active Directory Service (ADSI)
ADSI security adapter allows Siebel applications to access Microsoft
Active Directory


13
Object Definitions
Are data constructs that define elements of the:
User interface
Business logic
Data storage
Are stored in the Siebel repository, a subset of tables in the Siebel database
that contains object definitions
Are examined, created, and edited using Siebel Tools
Are compiled into the repository file for a configured application
Repository
Data
Database
Tools output is input
for object manager
Configured
Application
.srf
Application
Object Manager
Tools
Application
14
Account
Product
Service Request Action
Siebel Business Entities
Siebel standard applications utilize a set of Siebel business components that
implement a defined business logic
Contact
15
Configuring a Siebel Application
Configuring is the process of modifying a standard Siebel application using
Siebel Tools to meet business needs
Object definitions are edited and created
Developers do not modify code in siebel.exe
Developers do not write SQL directly
Repository
Data
Database
Tools output is input
for object manager
Configured
Application
.srf
Application
Object Manager
Tools
Application
16
Initialize the Local Database
Synchronize from the Tools client to create the local database
(sse_data.dbf) and populate it with user data

17
Copying Projects
Object 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 repository
Server Local
Project
Get, Check Out
Check In
18
Check Out
Use Check Out to modify object definitions in a project
Check Out:
Copies all object definitions in project on server to local database
Local copy of project is overwritten by server version
Locks project on server repository
Prevents other developers from modifying that project
Locks the project in the local repository
Permits developer to make changes to object definitions in that
project
19
Check Out Continued
Use Check Out to copy projects from the server to the local repository
20
Check In
Use Check In when object definitions in project have been edited and tested
Check In:
Copies object definitions from local repository to server repository
Replaces versions of checked out object definitions with new versions
and unlocks projects
Can also check in object definitions in newly-created projects
Releases locks on both server and local copies of project
Maintain Lock leaves project locked for further local modification by
current developer
21
Check In Continued
Use Check In to copy projects from the local to the server repository
22
Archive Files
Contain object definitions exported from a repository
Available for importing into other repositories
Have .sif extension by default
Are used to share object definitions in multiple repository development
Are used to back up object definitions
Can be version-controlled using source control systems
23
Exporting Object Definitions
Top-level object definitions can be exported to an archive file
Includes all child object definitions for selected parent definition
To export object definitions
Select the object definition or definitions
Select ToolsAdd to Archive
Select an existing (or create a new) archive file
Click Save in the Export to Archive File window

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

25
Determines the set of views to which a user has access
Corresponds to a users job function or role



Views
associated
with the Field
Sales
Representative
responsibility
26
Adding 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 views
27
Review: Users, Views & Renponsabilities
Responsibilities determine the set of views to which a user has access
Views are associated to one or more responsibilities
Users are assigned to one or more responsibilities
A user sees the union of all associated views when he or she logs in


28
Controlling Access to Customer Data
Access to customer data can be restricted using the following access control
mechanisms
Personal
Position-based
Organization-based
29
Personal Access Control
Access is limited to records a that user has created or to which a user has
been assigned
Records can be restricted to a single user or a team of users
Access is controlled by user ID
Examples
In the My Service Requests view, a Web site visitor can see only the
service requests he or she has created
In the My Expense Reports view, an employee can see only the expense
reports the employee has submitted for reimbursement
In the My Activities view, a user can see only the activities the user
owns
30
Position-Based Access Control
Record 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
organization
Represents a person or group of people that require access to a set of
data
Is more stable than an individuals assignment to that position
People might change, but a position is static
31
Employees Per Position
Some positions have a single employee
Typical toward the top of a reporting hierarchy where a job is more
specialized
For example, CEO, VPs
Some positions have multiple employees
Typical toward the bottom of a reporting hierarchy where a job is less
specialized
For example, a group of call center agents all doing the same work

Roger Smith is associated with the CEO position
32
Master Data
Includes static, authored, referential data, such as:
Products
Solutions
Literature
Resolution items
Auction items
Events
Decision issues
Competitors
Training courses
Is organized into catalogs made up of hierarchical
categories
33
Catalogs and Categories
Catalog:
Is a hierarchy of categories
Does not itself contain any data
Categories:
Are nodes in a catalog that contain master data and can contain many
subcategories

Product Lists
Product Lists U.S.
U.S. Product List - West
Europe Product List - North
Europe Product List - South
Product Lists - Europe
Catalog
Categories
Master Data
U.S. Product List - East
34
Ease of navigation
Categorized data are easier to navigate and search
Ease of access control administration
Allows access to be granted at a group level rather than the individual
record level
Benefits of a Catalog Structure
35
Access Groups
Are collections of users
Can contain any combination of positions, organizations, divisions,
accounts, and user lists
A user list is an ad hoc group of people containing contacts, users,
employees, or partners as members
Cannot contain individual people such as employees and contacts
Are used to grant access to categorized master data
Can be assigned at the catalog or category level

36
Access Groups Continued
Can be organized into a hierarchical structure
An access group can have only one parent access group
Child access groups inherit all of the access granted to their ancestor
groups
Parent Access Group
Child Access Groups
37
Access to Categorized Master Data
Is controlled by associating one or more access groups to a catalog or
category of master data
The 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 disallowed
Cannot be controlled at the individual record level
38
Defining Access Control for Access Groups
2. Add categories to
catalogs
3. Associate data with
categories
1. Define
catalogs
4. Declare catalogs or categories
private
5. Associate access groups with
catalogs or categories 39
Essencials
EIM (Enterprise Intefaces Manager)
Workflows.
Business Services.
Subprocess.


40
Interface Tables
Interface tables store external data inside the Siebel database
Staging area for data to be imported, updated, or merged into base
tables via EIM
Staging area for data exported by EIM
Staging area for data to be deleted in the base table using EIMs DELETE
EXACT clause
EIM_ACCOUNT
S_ORG_EXT
S_ADDR_ORG
External
data
Interface Table
Base Tables
41
EIM Processing
EIM reads a configuration file to determine:
Whether data should be imported, merged, deleted, or exported
Which interface table(s) and base table(s) are used and affected
Siebel
Server
EIM
Configuration
file (.ifb)
Import, merge,
delete, or
export
42
Solution
Siebel Workflow provides:
A set of tools to graphically define the processes and steps
An engine to automate these processes
43
Workflow Steps
There are a variety of steps to use in a workflow process
44
Business Service
Use to perform a Siebel-supplied or custom function
Example: Use business service to send email
45
Business Service Continued
Use Tools
To view Siebel-supplied business services
To create custom business services
Some Siebel-supplied business services
46
Sub Process
Use it to invoke another process within an existing workflow
process
Reuse previously-defined workflow processes
Requires input arguments and may produce output
arguments, for example:
Pass in relevant object ID for sub-process step as an input
argument
Retrieve expected results as output arguments
Use to span multiple business objects
Invokes another workflow process
47
Operation Step
Use it to perform insert, update, or query
Example: Update SR priority to High





Example: Update SR priority to Very High
48
EAI
EAI (Enterprise Application Integration)
Workflow for EAI.
EIA Dispaching.
Virtual Business Components (VBC).
Business Conectors.
Enterprise Interfaces Manager (EIM).
Objects Manager.
Business Services
XML Code.
DTD, Documents.
49
Basic Integration Tasks
Identify the data to integrate in each application
Map and transform the data from each application
Transport the data between applications
Siebel
Application
External
Application
Transport
Map & Transform
Identify Identify
Map & Transform
Common Format Common Format
50
Identify the Data to Integrate in Each Application
Siebel
Application
External
Application
Identify business logic,
components, and fields
Identify business logic,
components, and fields
51
Transport the Data Between Applications
Move data to and from the Siebel application and the external application
using:
IBM MQSeries
IBM MQSeries AMI
Microsoft MSMQ
Data
transport
Siebel
Application
External
Application
XML XML
Microsoft BizTalk Server
File transport
HTTP
52
Integration Approaches
1. Synchronize Siebel data with external data
2. Display external data in Siebel applets
3. Display Siebel data in an external application
4. Control a Siebel application from an external application
5. Export Siebel data
Siebel Application External Application
Raw Data
Business Logic
User Interface
Raw Data
Business Logic
User Interface
53
Siebel Integration Strategies
Workflow for EAI
EAI Dispatch Service
Virtual Business Components
eBusiness Connectors
Enterprise Integration Manager
Object Interfaces
EIM
Siebel
EAI
eBusiness
Connectors
Object
Interfaces
VBCs
Workflow
for EAI
EAI
Dispatch
54
Workflow for EAI
Siebel
Application
External
Application
Account data Customer data
MQSeri
es
55
Data Replication Workflow Relationships
SRF Object
Layer
Executables
Running
EAI Siebel
Adapter
Query
Upsert
EAI Data Mapping
Engine
Data Map
An EAI
Transport
Adapter
An XML
Converter
To XML
From XML
Transport
Instances
Business Object
Contact
Pat Li
Property Set
Contact
Pat Li
Copy
Modify
Transform
XML
Stream
Write
Read
Siebel Database External Application
select
insert, delete
Data
Layer
Queue
or File
Property Set
Customer
Dr. Li Pat
Siebel (Internal)
Integration Object
IC
ICF ICF
External
Integration Object
IC
ICF ICF ICF
Business
Object
BC
SVF SVF
SQL
Instance
created
by built-in
Siebel code
DTD of XML
from
External
Application
56
EAI Dispatch Service
Uses rules to evaluate the structure and contents of property sets
(instances); data that matches a rule is sent to a specified workflow or
business service
Optionally transforms the data before sending it
Example: Dispatch rules scan incoming documents for various patterns,
then send each document to the proper workflow
External
Application
Message Queue
Order Status
New Contact
Order Status
Order Status
New Price
New Contact
Dispatch Rule Set
1. New Contact?
2. Order Status?
3. New Price?
4. Unknown?
Write to File
Update Price
Update Order
Update Contact
Workflow or
Business Service
57
Virtual Business Components
Enable the display and manipulation of external data from within Siebel
applets without storing it in the Siebel database
Example: Display Siebel contact data with contact details
from an external source in the same view
Siebel data
External data
58
eBusiness Connectors
Provide end-to-end integration between Siebel Applications and other
applications like Oracle and SAP R/3
Example: Exchange orders between Siebel front-office and
SAP R/3 back-office applications
Siebel
Application
SAP R/3
Application
Order headers
BAPI
Order details
59
Enterprise Integration Manager (EIM)
Exchanges large volumes of data between the Siebel database and external
sources through interface tables in batch mode
Example: Each week the application captures mainframe updates and
runs a batch job to synchronize the Siebel account data
Mainframe Database

Change
File
Batch job
Siebel Database
Batch job
60
Object Interfaces
Expose Siebel objects to programmatic access from Siebel Visual Basic
scripts, eScripts, or external applications
Enable external applications to control the Siebel application or access the
Siebel database using:
COM Servers: Automation Server, Data Server
CORBA Object Manager
Java Data Bean
Example: A button in an Excel
spreadsheet calls the Siebel
COM Data Server to update
Siebel contact data from
Excel values
Database
Siebel Application
Siebel COM Data Server
61
Other EAI Strategies
ActiveX Data Controls (ADC)
Displays the Siebel UI in an external application, or displays an external
application UI in a Siebel application
Client-side import/export
Exchanges account and contact data between a Siebel database and
files
Siebel Sync
Synchronizes data between a Siebel database and a mobile Web client,
Siebel Microsoft Outlook, Palm, or Windows CE handheld
62
Business Services
Are the main building blocks of Siebel workflows
Provide access to prebuilt Siebel methods (global procedures)
Can also contain custom scripts
eScript or Visual Basic code
Can be invoked three ways

Input and output data in property sets (instances)
Method Method Method
Siebel Business Service
Input property set
Output property
set
Service_PreCanInvokeMethod
Service_PreInvokeMethod
Service_InvokeMethod
Most
ofte
n
used
63
Property Set
Is instantiated to pass data in and out of a business service
Represents data in strings using name-value pairs
Has two predefined properties: Type and Value
Has an array for creating custom property names and values
Can contain an array of child-level property sets
Type
Value
Account AK Parker
City San Francisco
State CA
Phone 650-111-1866
Predefined
property
names
Values for predefined
properties
Array of custom name/value
pairs
Array of child
property sets
64
Hierarchical Property Set
Represents 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 integration
object, an XML document, or other data stream
Type
Value
Account AK Parker
City San Francisco
State CA
Phone 650-111-1866
Parent
property set
Child
property set
Grandchild
property set
65
What Can Invoke a Business Service
A workflow process
A method from another business service
A user interface event
A Siebel object interface (COM, CORBA, Java)
A built-in script
An external program
66
Prebuilt and Custom EAI Business Services
Prebuilt EAI business services
Data transformation adapters: map and transform data
Data transport adapters: move data from application to application
Custom EAI business services perform special tasks
Using custom methods written in Siebel eScript or
Siebel Visual Basic
67
Prebuilt Data Transformation Adapters
Transform data to and from:
Integration objects in property sets and
Siebel XML in property sets
Example: The XML Converter transforms Siebel data into XML that an
external application can process
Pre-built adapters include:
EAI XML Converter
EAI XML Hierarchy Converter
XML Converter
EAI Siebel Adapter
EAI Data Mapping Engine
XML Gateway business service
Module 3
Module
10
Module
19
Module 9
68
Prebuilt Data Transport Adapters
Send data to, and receive data from, external applications
Pre-built transports include:
EAI XML Read From File
EAI XML Write To File
EAI File Transport Adapter
EAI MQSeries Transport Adapter
EAI MQSeries AMI Transport Adapter
EAI MSMQ Transport Adapter
EAI DLL Transport Adapter
Microsoft BizTalk Server Adapter
EAI HTTP Transport Adapter
Module 3,
13
Module
13
Modules
14, 15
69
Application Integration Formats
Enable the translation of data from their original formats
Siebel business objects, business components
External application tables and views
Business service property sets (string format) are instances that convey
hierarchically-structured data to and from:
The integration object format
The XML format
Other formats (for example, BAPI and IDOC)
External
format
Business
Object
format
Integration
Object
format
Property
Set format
XML
format
Binary String String String
70
XML = Extensible Markup Language
Is a universal syntax for data flow among applications
Coordinated by the World Wide Web Consortium (W3C)
Cross-platform, vendor-neutral standard
Many vertical industry initiatives
Widely used across industries
Is a text-based tag language
with user-definable tags
Describes the nature and
structure of information
Metadata
Tags identify data
Represent hierarchical
relationships
71
Comparison of HTML and XML
Robert Heinlein,
<italic>Time Enough for
Love</italic>, New
York, Putnam, 1973.
<br>
This science fiction
novel chronicles the
life of Lazarus Long, a
man who lives hundreds
of years.
<Publication medium="book">
<Authors>
<Author>Robert Heinlein</Author>
</Authors>
<Title>Time Enough for Love</Title>
<PubInfo>
<Location>New York</Location>
<Publisher>Putnam</Publisher>
<DatePublished>1973</DatePublished>
</PubInfo>
<Description>This science fiction novel
chronicles the life of Lazarus Long, a
man who lives hundreds of years.
</Description>
</Publication>
HTML Example XML Example
HTML specifies the contents format (for example, font size)
XML specifies the nature and relationship of each content item
72
XML Elements and Attributes
Element
Is a logical data structure within an XML document
Has a start tag and an end tag: <FirstName>Robert</FirstName>
Content is the data between the start tag and end tag
Types of elements
Root: the one element that contains all other elements
Parent: an element containing other elements
Child: an element contained within another element
Attribute
Is a name-value pair within a start tag
Example: <Price Currency=USD>12500</Price>
The value is always a string, enclosed in quotation marks
A default value can be defined
73
XML Hierarchy
XML element tags represent the nature and structure of data
In Siebel business components
In external tables and views
Example
<Employee> is the parent of
<FirstName>
<State> is the child of
<PositionBusinessAddress>
74
XML Adapter Business Services
How objects are represented
EAI XML Read From File
EAI XML Write To File
EAI XML Converter
XML Hierarchy Converter
XML Converter
75
How Objects Are Represented
When converting between property sets and XML, each:
Property set Type = an XML element tag name
Property set Value = an XML element contents
Property set Property = an XML tag attribute
<Price Currency="USD">44.00</Price>
XML Example
76
Reading and Writing XML to and from Files
EAI XML Read From File
Reads an XML document file
Writes a property set with the XML structure, tags, and content
EAI XML Write To File
Reads a property set
Writes an XML document with the structure and content of the
property set
77
EAI XML Converter
Converts data from an integration object format to an XML document
format
Use to:
Represent integration object data as XML
Pass XML data as parameters in Siebel workflows
Map data with the Data Mapping Engine
Process Siebel eScript code using the Data Mapping Engine
78
XML Hierarchy Converter
Does not use integration objects
Uses simple rules to convert between an XML hierarchy and an XML
document
Rule examples:
Make each XML element a property set with Type as the tag name
Make each XML attribute a property in the element property set
Use to:
Pass XML data as parameters in Siebel workflows
Process Siebel eScript code using the Data Mapping Engine
79
XML Converter
Does not use integration objects
Uses simple rules to convert between an XML hierarchy and an XML
document
Does 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 services
80
XML Converter and EAI XML Converter Compared
Feature XML Converter EAI XML Converter
External
Representation
XML XML
Internal
Representation
XML Hierarchy
(Property Set)
Siebel Message
(Integration Object Instance)
Metadata DTD (Optional) Integration Object Definition
(created using DTD Wizard)
Format External Message
only
Internal (Siebel) Message or
External Message
Here are the differences between the standard XML Converter and the EAI
XML Converter
81
Document Type Definition (DTD)
Defines the element names, parent/child relationships, and attributes in a
class of XML documents
Example: A Siebel DTD defines Siebel XML
Is used by an application to interpret and validate the structure of XML
documents in the class
A Siebel DTD enables another application to interpret Siebel XML
An external DTD enables a Siebel application to interpret
external XML
Can be stored:
Within an XML document
As a separate DTD document
82
Element Declarations
<!ELEMENT Account (Name, Status, Loc?, BusinessAddress+) >
Element
name
Child elements
? indicates the
element is
optional
+ indicates the element
can occur one or more
times
No punctuation indicates
the element occurs only
once
* indicates the element
can occur zero or more
times
83
Entity Declarations
<!ENTITY AKP "A. K. Parker Inc.">
<!ENTITY salestemplate SYSTEM "/sales/firstletter.xml">
<!ENTITY AKPlogo SYSTEM "/hq/logo.gif" NDATA GIF87A>
Internal
entity
External
entities
External
entities
Specify XML document text to be replaced by other data






Internal entities specify the replacement data
within the entity declaration
External entities specify replacement data outside the DTD file
In another text file: data is parsed as if it were in the XML file
In a binary file: data is not parsed
84
Three Types of XML Integration
External
Application
Siebel
Application
Siebel DTD
Siebel XML
XML
Custom
eScript
Siebel
Application
External
Application
External
Integ. Obj.
XML
Siebel
Application
External
Application
Prop. Set
External DTD
Integration of externally-produced Siebel XML
The external application
sends XML that follows
the DTD for Siebel
business objects
Integration of externally-produced XML using an external DTD
An external integration
object based on an
external DTD maps
the external data into
a property set
Integration of externally-produced XML without a DTD
A business service with
a custom eScript maps
the data for each
integration point
85
Assingment Manager
Global Concept.
Sales & Services
Issues.
86
Employees
Positions
Organizations
Skills
Expertise
Availability
Product
Workload
Sales Territory
Accounts
Campaigns
Service Requests
Product Defects
Opportunities
Activities
Business Solution
Siebel Assignment Manager allows companies to define rules that automatically assign data
ownership to the appropriate people
Data Rules
People
Assign
data
Evaluate
rules
Assign
people to
data
87
Skills
Are properties that reflect the candidates abilities, for example:
Installation and upgrade skills
Language expertise
Product skills
Assignment Manager can match assignment object attributes to:
Employee skills
Position skills
Organization skills
88
Workload Criteria
Types of criteria used to balance workload between candidates
Apply a workload score to candidates based on current workload
Candidates with a lighter workload receive a higher score than candidates with a heavier
workload
Candidates with workloads greater than maximum workload will be eliminated from the
assignment rule
Are generally used with service assignments
Low Work = High Score
High Score = Assignment
89
Sales 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
Account
France
French sales
positions
Account
Country
Assignment Rule
90
Service Scenario







Employee: Ellen
Skill: CPU
Workload: 19 SRs
Employee: Craig
Skill: Network
Workload: 18 SRs
Employee: Jack
Skill: Network
Workload: 20 SRs
to best candidate Assign incoming service requests
Business Rule: Assign service requests to agents based on product skill
and current workload
91
Recap: Creating the Assignment Rule

Business Rule: Assign service request to most available agent based on
workload
Assignment
Object
Candidate
Assignment
Criteria
Criteria Value
Service
Request
All People
Assignment Rule
20
Workload rule
Max load = 20 SRs
45
Product
Score
92
Assigning Based On Availability
Candidates may be assigned based on calendar availability
Appointment Booking Engine (ABE) checks employees availability
If employee is available, ABE creates activity on employees service calendar





Check box for
assignment rule
93
Exclusive Rule
Multiple 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 rules
Candidates matching exclusive rule criteria supersede candidates matching criteria of all
other non-exclusive assignment rules

Make a rule exclusive
94
Conflicts
These conflict scenarios are handled as follows
Conflict between two rules with same score
Assigns candidates for both rules and assigns the System Administrator to the team
Makes System Administrator the primary on the team
Conflict between two exclusive rules with the same score
Assigns System Administrator to the team as primary
Rules do not identify any candidates to assign
Assigns System Administrator to the team as primary
Set default parameters in Assignment Object to determine who has access to data that cannot
be assigned
Default Employee, Group, Position, Organization


95
Three Ways to Invoke Assignment Manager
Batch Assignment
Dynamic Assignment
Interactive Assignment
96
Batch Assignment
Use to submit batches of objects for one-time assignment or reassignment
Implemented via server task
Business scenarios
Change assignment rules and modify existing objects that are already assigned
Change Assignment Manager configuration using Siebel Tools
Territory re-alignment
Existing assignments are inaccurate

97
Automatically invokes Assignment Manager to assign new or changed objects in real time
Implemented 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 computer
Assign employee to SR where Product = CPU and Employee Skill = XYZ computers
Dynamic Assignment
98
Invoking Dynamic Assignment
Create or modify assignment object data, such as:
Account
Opportunity
Service Request
Campaign
Product Defect
Activity
99
Use to assign candidates in real time
Enabled for Service Request and Activity assignment objects
Implemented via user interaction and tasks on server
User makes assignment from a generated list of candidates
Business scenarios
A customer service representative takes a call and creates a new service request (SR), then
the service manager assigns the SR to a skilled service agent
A call center supervisor wants to verify that service requests are assigned to the right
people
If they are not, he can reassign them by selecting different candidates for assignment
Interactive Assignment
100
Implementation Tips
Review assignment objects, rules, and attributes
Verify rules meet your business requirements
Do not define rules that are too generic
Will result in a large number of matches, degrading performance
Test the system thoroughly
Test functionality and validity, as well as performance
Identify an assignment administrator
To administer assignment objects and assignment rules
101
Modifying Assignment Manager Behavior
Use client application to
Create and modify assignment rules
Lock assignment
Use Siebel Tools to
Modify assignment object properties
Create new assignment object definitions
Assignment attributes
Assignment objects
Assignment criteria


102
Multi-Tier Assignment
Filters how people and organizations are assigned, based on the relationships between them
Controls the degree of dependency between people and organizations during assignment
Sets precedence on the type of assignment made
Assignment modes
Independent
Organization-Oriented
Person-Oriented
Organization and Person-Oriented




103
Mejoras 8.X
Search
Catlogo
Administrador de Producto.
Administrador de Precios.
104
Mejoras Siebel 8.X
Siebel 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 aplicacin
Requiere configuraciones especficas.



Caracterstica iHelp Task UID
Ayuda general de procedimientos
Ayuda de los procesos de la aplicacin
Asegura que tareas crticas se completan
correctamente
Fuerza la manera en la que los procesos se
completan
Integrado con Siebel Workflow
Configurable va interfaz usuario
Configurable va Siebel Tools e interfaz usuario
105
Siebel Search
Siebel Search es una utilidad de Siebel que permite realizar bsquedas avanzadas a travs de
todas las entidades y ficheros adjuntos.
Guardar
Bsqueda
Bsqueda
avanzada
Los resultados son de entidades
diferentes. Aparece la fecha de ltima
modificacin del registro
La palabra buscada
aparece en negrita
Ordenar resultados
Mejoras Siebel 8.X
106
Opciones bsqueda avanzada
Buscar por
formato de fichero
Buscar por
entidades o por
ficheros adjuntos
Seleccin de entidades
donde buscar
Operadores
Siebel Search
Mejoras Siebel 8.X
107

Productos 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.X
Administracin de Productos
Catlogo
108
Administracin de Productos
Catlogo 1



Categora A
Prod 1
Prod 2
Doc 1.
Categora B
Prod 4
Sub Categora 1
Prod 5
Prod 6
Categora C
Sub Categora 2
Prod 7
Prod 8

Sub Categora 3
Doc 1
Organizacin 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 Usuarios
Catlogo: Grupos de
Acceso
Categora: Grupos de
Acceso
Productos: Elegibilidad,
interfaz de usuario
Mejoras Siebel 8.X
Catlogo
109
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.X
Administracin de Productos
Catlogo
110
Paquetes 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.X
Administracin de Productos
Catlogo
111
Otros 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.X
Administracin de Productos
Catlogo
112
Generalidades:
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.X
Administracin de Precios
Catlogo
113
Descuentos 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.X
Administracin de Precios
Catlogo
114
Matrices 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.X
Catlogo
115