0/5

Customer Order Management: Product Administration (Siebel 7.8)

Module 1: Customer Order Management Overview

Module Objectives
After completing this module you will be able to: ` List the key administrative Customer Order Management (C/OM) entities ` Describe the C/OM administrative roadmap Why you need to know: ` Knowing these fundamental concepts is important for understanding how to implement, administer, and support Siebel C/OM 7.8 functionality

Module 1: Customer Order Management Overview

2 of 29

Siebel Customer Order Management (C/OM)



Is a comprehensive set of products that supports the entire selling process

` Siebel Configurator


Runtime and Administration Server

` ` ` ` `


Siebel Dynamic Catalog Siebel Quotes Siebel Quote and Order Capture Siebel Advisor Siebel Pricer

Enables sales effectiveness by centralizing product, pricing, and selling information and making it available across all sales channels

Module 1: Customer Order Management Overview

3 of 29

0/12

Key C/OM Administrative Entities

Product: Simple and Customizable Attribute Class Attribute-Type Customizable Product Component-Type Customizable Product Bundle-Type Product

Module 1: Customer Order Management Overview

4 of 29

0/12

Key C/OM Administrative Entities Continued

Product Recommendations Product Promotions Price List Category and Catalog Quotes and Orders Assets

Module 1: Customer Order Management Overview

5 of 29

1/12

Product
Is a purchasable good or service  Can be simple or customizable


Products for sale

Module 1: Customer Order Management Overview

6 of 29

1/12

Simple Product (or Service)



Is a fixed solution and is purchased without changes or modifications

` Example: xyz Park Cruiser and xyz Touring 400 are simple products for sale

Simple product Click to initiate purchase

Module 1: Customer Order Management Overview

7 of 29

1/12

Customizable Product
Is a product with configurable options  Example: xyz Custom Ranger is a customizable product for sale


Click Customize to select options

Module 1: Customer Order Management Overview

8 of 29

2/12

Attribute
 

Represents a characteristic that describes a product

` Consists of Name and Domain (value)

Allows customization by providing options to choose from

Customizable bicycle for sale

User selects desired frame color from list of options

User selects desired frame weight from list of options

Module 1: Customer Order Management Overview

9 of 29

3/12

Class


A logical grouping of attributes that apply to the same set of products  Eases administration of products
` Example: Bicycle frames share the common attributes of color, material, and weight
Color: Red, Silver, Yellow Attribute value example (Domain)

Frames Class

Material: Aluminum, Alloy, Titanium Weight: 1800 grams, 1900 grams, 2000 grams

Class name

Attribute name

Module 1: Customer Order Management Overview

10 of 29

4/12

Attribute-Type Customizable Product



Is a simple product with configurable attributes

` Utilizes Class and Attribute system


Class is associated to product record

` Example: xyz Touring 400 is a customizable product for sale

Attribute-type Customizable Product

Attribute selections

Module 1: Customer Order Management Overview

11 of 29

5/12

Component-Type Customizable Product (CxP)



Is a product that has other products as components and can be configured

` End user may select one or more component products at run time ` Each component product may have attributes ` Its relationships form a hierarchical structure
Component Product Selections

Select to invoke Configurator Chains Relationship Select Attributes

Module 1: Customer Order Management Overview

12 of 29

6/12

Bundle-Type Product


Is a product defined as a group of products and sold as a package

` Provides a way to offer a discount for a packaged purchase ` Only simple products or attribute-type customizable products can be part of a bundle product
Bundled product sold as a package

Bundle price is less than when products are sold separately

Products in the bundle

Module 1: Customer Order Management Overview

13 of 29

7/12

Product Recommendations


Recommend alternate or additional catalog items to Siebel users as they take orders:
` Display recommendations in a continuously updated list applet as the user makes product selections ` Display an explanation as to why the customer should purchase the recommended product ` Enable the user to execute an up-sell or cross-sell with a single click

Module 1: Customer Order Management Overview

14 of 29

8/12

Product Promotions


A marketing tool that encourages customers to buy certain items

` Coupons for simple price discounts ` Product bundles: Can include simple or attribute-type customizable products

 

Support for complete lifecycle of product promotions

` Quick introductions, promotional discounts, commitment tracking

May be included in a quote or order similar to any other product

Module 1: Customer Order Management Overview

15 of 29

9/12

Price List


Establishes product and service prices for given customers  Is used to price items added to a quote or order

Line Item effective dates

Module 1: Customer Order Management Overview

16 of 29

10/12

Category
A logical grouping of products for display purposes  Allows users to locate products for purchase


Products

Product categories Products can appear in more than one category

Module 1: Customer Order Management Overview

17 of 29

10/12

Catalog
A grouping of categories that display to the user  Allows users to navigate to product groups

As displayed in eSales

As displayed in Siebel Call Center

Product catalog

Categories

Module 1: Customer Order Management Overview

18 of 29

11/12

Quotes


Offers to sell specific products and services to a specific customer for the stated price
` Allows users to save a specific set of items in a shopping cart ` Prices are saved until the quote expires

Defines quote expiration period

Module 1: Customer Order Management Overview

19 of 29

11/12

Orders


Commitments by customers to purchase products and services for the quoted price
` A quote must be converted to an order for items to be purchased for the stated period of time

Module 1: Customer Order Management Overview

20 of 29

11/12

Quote to Order Lifecycle



A quote begins with a customer request for products

` Prices are valid for a specified period of time ` Includes discounts by line item and by account

Quotes are often developed over time as customers finalize their purchase decision  A finalized quote is converted to an order


` Additional shipping and fulfillment information is added ` Submitting the order sends the order to a fulfillment system Quote Sales Order

Module 1: Customer Order Management Overview

21 of 29

12/12

Assets


Instances of products and services purchased by and delivered to a customer

` Allow tracking for complex products and services ` Provide up-sell opportunities based on existing assets

Module 1: Customer Order Management Overview

22 of 29

12/12

Quote to Order to Asset Process



Employees can initiate new quotes from existing customer assets Purchased
Select products to create new quotes products can be saved as assets

Quote

Sales Order

Asset

Change/Deactivate
New quotes can be created from existing assets

Convert quotes to orders

Module 1: Customer Order Management Overview

23 of 29

Business Scenario
In class example and some labs will use bicycles  XYZ Bikes sells bicycles and other bicycle products to customers over the Web


Module 1: Customer Order Management Overview

24 of 29

C/OM Course Administrative Roadmap

Primary focus is on product configuration  Use quotes to test product configuration at run time  Siebel eSales and Siebel Call Center used in the course

Administer Product Definitions Create Classes & Attributes Administer Price Lists Create Product Catalogs & Categories

Create Customizable Products (CxP)

Administer Constraints

Administer Eligibility & Compatibility

Administer Promotions

Administer RecommendRecommendations

Administer Multiple Product UIs

Migrate C/OM Objects

Model CME Products (appendix)

25 of 29

Module 1: Customer Order Management Overview

Summary
This module showed you how to: ` List the key administrative Customer Order Management (C/OM) entities ` Describe the C/OM administrative roadmap

Module 1: Customer Order Management Overview

26 of 29