Friday, December 11, 2009

Siebel Serialization Rules

Using Serialization, we can configure serial numbers format. This serial number can be generated from a combination of fields so that the numbers are meaningful to an agency. For example, in the case serial number NY-2B-2, the serial number denotes a geographic territory (NY—New York) and a case category (2B—aggravated assault). The third field (2) uniquely identifies the case.

In different application, many times, we need to generate serial numbers to uniquely identify a record. This is not same as Row Id used in Siebel which are nominal numbers.

It can be used to child object like Evidences and Attachments for example for first record of Evidence, the Serial number generated can be like NY-2B-2-1. Similarly, if someone is creating first record of same parent but for attachment, the serial number will be NY-2B-2-2. The serial number will get generated as soon as you save the record.

How to Configure Serialization Rules in Tools
First, you need to configure a counter table and Business Component(this is to track counter). If anytime you have configured the Sequence Number, I have strong feeling that the logic it follow is the same.
In the following example, you add INS Claims as a new serialization business object. The primary business component for this business object is INS Claims.
  1. Log in to Siebel Tools as an administrator.
  2. Navigate to Object Explorer, then Table and query for the S_CASE_SEQ_CTR table.
  3. Navigate to Table, then Column and query for the CASE_SEQ_NUM column.
  4. Copy the CASE_SEQ_NUM record.
  5. Name the new column record CLAIM_SEQ_NUM and give it a unique user name like, for example, Claim Sequence Number
  6. Navigate to Object Explorer, then Business Component and query for the PUB Counter business component.
  7. Navigate to Business Component, then Field and query for the Case Counter record.
  8. Copy the Case Counter record.
  9. Name the new record Ur Entity Counter and in the Column field, enter CLAIM_SEQ_NUM.
Now, You must also configure the Claims table and business component.
  1. Navigate to Object Explorer, then Table and query for the S_INS_CLAIM table.
  2. Create two new column records called SERIAL_NUM and LOCAL_SEQ_NUM.To get the correct values for these two columns, query the S_CASE table for the same columns.
  3. Navigate to Object Explorer, then Business Component and query for the INS Claims business component.
  4. Navigate to Business Component, then Field and create two new field records called Serial Number and Local Counter. To get the correct values for these two fields, query the HLS Case business component for the same fields.
  5. Navigate to Business Component, then Business Component User Prop and add the following user property records.
    • SerializationAutoGenerate and value as 'Y'
    • SerializationBO and value as 'INS Claims'
    • SerializationBC and value as 'INS Claims'
    • SerializationChildBO and value as 'INS Claims'
    NOTE: If you add serialization on child business objects and components, you might need to add additional fields. Use the serialization configuration for the HLS Case as a guide
  6. Compile the edited projects and replace the Siebel Repository File (SRF).
Adding a Claim Attribute Type Option
Perform the following procedure to add Claim Counter to the Type drop-down list for attributes in the Serialization Rules view in the Administration - Case screen.
  1. Navigate to the Administration - Data screen, then the List of Values view.
  2. Query for PUB_CASE_RULE_ATTRIBUTE_TYPE.All the options displayed in the Type drop-down list are returned.
  3. Create a new record with Claim Counter as the Display Value.
How to Create Serialization Rules in Client
  1. Go to the Administration - Case screen, then the Serialization Rules view.
  2. In the Serialization Rules list, create a new record and complete the fields as appropriate.
    • Name: Name of the rule.
    • Business Object: The business object on which the rule is based.
    • Business Component: The business component containing the fields on which the rule is based.
  3. Create a new record in below Attribute List Applet.
    • Sequence: Sequence number for the Serial Number.The 1st sequence number Attribute will be on the LHS of the Serial Number.
    • Type: Possible values include various types of counters, constants, parent serial numbers, and fields.
    • Business Component: Business component selected in the Serialization Rules list.
    • Field Name: Select Field name for Type as Field.
    • Constant Value: Specify a value of constant for Type as Constant.
  4. Repeat Step 3 until you define all the attributes required for the serial number.
The last attribute in the sequence is generally a counter value so that each serial number is unique.

Note: For More Information, Please read Siebel Public Sector pdf available in bookshelf.The example is also given in that pdf.

Wednesday, December 9, 2009

Siebel Activity Template and Activity Plan

Many scenarios where we need to perform certain tasks to complete the process. In Siebel, for task, we have got activities.
So, for any such process, we always need to perform those tasks.
In Siebel, It provides a feature called Activity Templates and Activity Plans.

What is Activity Template and Activity Plan?
Activity Template is a template which you can use to create a set of Activities.
Activity Plan: When you add the Template with the Entity like Accounts, Contacts, Cases. It becomes Activity Plan. It is like a master Activity which you need to add to the entity so that the Activities will also get created with the Entity.

How to create Activity Templates
  1. Go to Administration-Data, then Activity Template View.
  2. In the Activity Templates list, create a new record, and Fill the values in the fields
    • Name: Fill the Name of the Template
    • Type: Where you would be using this Template, select the values from Dropdown
    • Sales Stage and Sales method: Select the Value in case you are going to use Template on change of Sales Stage or on invoking of Sales Method
    • Public: No Logic Associated, You might choose to use it in conjunction with workflows and search specifications
    • Auto Trigger:For type Opportunity, activity plan automatically generated for opportunities with this sales stage
  3. Drilldown on Activity Template Name and Go to the Activity Template Details View tab

  4. In the Activity Templates Details list, create a new record, and complete the necessary fields
    • Type: Activity Type
    • Duration: Time needed to complete the activity
    • Employees: User names of the people who are to perform the activity
    • Lock Assignment: If true, Assignment can still be changed manually
    • Display In:To display the activity in the Calendar screen, the Activity screen,or in both.

  5. Create a new activity template detail record for each activity associated with the activity template

Creating Activity Plan Now, as per the Type, you had selected while creating Activity Template record, the Activity Template can be seen in the dropdown when you create a Activity Plan under any Entity like Account, Contact etc. As soon as you save the record, the Activities associated with that Template will get created.
This Activity Plan creation under entity can be done manually as well as system also can do that after some configuration/scripting.

Tuesday, December 8, 2009

Siebel Campaign Management Part-2

Continuing from Part-1...

Before Using Campaign management, one should have a clear understanding of the elements used. One must also know the difference among them.

Campaign, Offers and Treatment
Typically each campaign has a single offer, but you can associate multiple treatments with that offer.
Offers can be reused in many campaigns, but the campaign is a one-time instance of the offer presented to a customer at a certain point in time.
A treatment is a channel-specific instance of an offer.You create a treatment for every channel, such as email or direct mail, through which you want to deliver the offer.

A campaign is the initiative in which you convey a marketing message to one or more groups of people. Typically, campaigns deliver a promotional offer to retain current customers or to acquire new customers across channels of communication. For example, you may launch a phone campaign that invites contacts to sign up for a special promotion or deliver a direct mail campaign that provides a sample of a new product and a coupon offer to existing customers.

The goal of a marketing campaign is to create an opportunity that ultimately results in a sale, brand recognition, or some other type of response. Marketers use both direct and indirect campaigns to achieve these objectives.

Direct campaigns target individuals using multichannel approaches such as email and telephone. Contacts for the campaign are derived by applying segmentation criteria against a database of customer information and generating a list or by purchasing or renting a list of prospects.Multiple campaigns can use the same segment criteria.

Indirect campaigns target indeterminate groups of people whose general characteristics you may know, but whose exact composition you do not know. Examples of indirect campaigns are those that use television, radio, print ads, or other forms of media for delivery of the message. An indirect campaign is associated with a marketing program’s stage rather than with a specific segment or list.

Response Management
Siebel Campaigns use Response Management. Whenever prospects or contacts respond to an offer through any channel (by inbound email, the Web, a call center, or sales representative), their responses may be captured in detail using the Responses screen. Using Response views, you can determine which contacts to pursue as opportunities.

List Management
Siebel Campaigns use List Management to create and manage lists of contacts and prospects within your applications for use in marketing campaigns. A list is defined as a grouping of contact or prospect records in the Siebel database.
Difference between contact and Prospects
Contacts are customers already in the Siebel database. Prospects are potential customers that have yet to be screened, qualified, and promoted to contacts. By using this distinction, List Management can eliminate prospects that do not qualify for promotion to contacts.

Using Programs
A program is a multistep dialogue in which you can set up a series of communications to your customers and prospects. In the Programs screen, you can use the graphical drag-and-drop Program Flow view or the Program Explorer view to design and execute multistage, triggered, and recurring marketing programs using new or existing campaigns, lists, and segments.
You can establish multiple stages for a marketing program. Each stage can have multiple campaigns, lists, segments, and segment trees. Subsequent stages can be based on a customer response or any other event. For example, a visit by a sales person to a premium customer may trigger a follow-up email to that customer for the selected product.

Note: This document only provides a high level overview of Siebel Campaign Management.It has been summarized from Oracle Siebel Documentation.

Siebel Campaign Management Part-1

A campaign is a marketing tool that is used to target and motivate specific segments of your customer base to achieve a specific result. Campaigns can be stand-alone or part of a multistage program.

Elements in Stand-Alone Campaigns and Multistage Campaigns

Offer:An offer is a single proposition or message that you want to present to your current and potential customers as part of a campaign.

Treatment:A treatment is a channel-specific instance of an offer. A treatment can include details such as the HTML content, literature, delivery parameters, a call guide,and other details.

Segment:A segment defines a target set of customers or prospects. A campaign can target one or more segments.

Source code:A source code is composed of multiple codes that represent information about thecustomer, and the offer sent to the customer. You use source codes to track the customers’ responses and gauge the reaction to a campaign and its offers.

Vendor:A vendor is a company that you retain to help you with a campaign, such as a printing house, a fulfillment house, and a telemarketer.

Programs:A program is a container for organizing, designing, and executing multistage,triggered, and recurring marketing programs using new or existing campaigns, lists,and segments.

Stage:A stage is a group of campaigns that happen during a certain phase of a program.It can also contain responses and leads.

Responses: Response handling is essential in triggering follow-up stages. Whenever prospects or contacts respond to an offer treatment through any channel (by inbound email,the Web, a call center, or sales representative, and so on), their responses may be captured in detail. You can use this data to determine which contacts to pursue as opportunities.

Waves:Waves are a method of phasing the delivery of a campaign or stage over time, or for phasing the delivery of treatments over time or across vendors.

to be continued in Campaign Management Part-2

Note: This document only provides a high level overview of Siebel Campaign Management.It has been summarized from Oracle Siebel Documentation.

Monday, December 7, 2009

Siebel Public Sector

Siebel Public Sector provides two set of application.
One to be used by Officers working for Govt Agencies:
  • To Create and manage the case
  • To Create Contacts, Accounts, Incidents
  • To Create Benefit Plans
Another One(self service) can be used by Citizens:
  • To know the status of their cases
  • To access any published information by Govt
  • To Search the required info into FAQs

Siebel Public Sector can be used for multiple agencies:
  • Municipal corporations,
  • Social services,
  • Tax and revenue management,
  • Public health,
  • Immigration agencies, and
  • Investigative agencies

Siebel Public Sector provides the below feature Out of box:
Location Tracking: It provides a standardized Location Tracking Mechanism for various addresses like malls, hotels, office parks, and campuses. Users can also specify an area that does not have address information—for example, a street intersection or the north end of a lake. You can associate latitude and longitude pairs or Universal Transverse Mercator (UTM) values witha single location.

Serialization Rules: It also provides Serialization Rules which can be used to give a Serial Number by default to a case using some of the case related values like Territory, Category for example: For example, in the case serial number NY-2B-2, the serial number denotes a geographic territory (NY—New York) and a case category (2B—aggravated assault). The third field (2) uniquely identifies the case.

Approval Templates: It also provides a feature for setting up Approval Templates. for example for a particular type of case, you want that it should pass through a set of Approval from some Employees of the Organization.Similarly for Activity Templates as well.

Assignment of Cases and Ownership
Cases by default get assigned to the employee who created the case. Case assignment can be done manually or It can be done automatically(may need configuration) using Siebel Assignment Manager based on the different filed values like Geographic Location, category of case, availability of the user.Multiple employee can also be assigned to a case.

Case Activity Plans
Case Activity Plans can be set up. Just for an overview, An activity plan is a set of tasks (activities in Oracle’s Siebel data model) that users must complete to finish processing the case. Analyst can create Activity Plans.

Adobe Forms Integration
This provides you to map Siebel data with the Adobe Forms. This can be outbound and Inbound. For example in case of
Outbound: To automatically populate forms, such as citizenship and immigration applications with Siebel data.
Inbound: To automatically populate Siebel data from benefits forms,such as applications for unemployment insurance.
Now, you need to select or create an integration object, generate a schema, and map the XML schema to the form.

Assessment templates: If your organization mandates specific assessment criteria, you must set up assessment templates with attributes. When creating a new Case Assessment template,set the Type value to HLS Case.

For more information, Please see Siebel Case Management

Note: This document only provides a high level overview of Siebel Public Sector.It has been summarized from Oracle Siebel Documentation.

Sunday, December 6, 2009

Siebel Case Management

Recently, I am working on a project based on Siebel Public Sector.

Siebel Public Sector is mainly focused on the Case Management. It provides a 360° view for Case Management.

Definition of Case
Case is something which can be logged to Govt/Govt Managed agencies to track any kind of interaction. That interaction can be for seeking information, complaint, sharing information, suggestion, to apply for Passport and Taxation.
I would say its Citizen oriented Approach.

Case Management needs to perform some activities, Approvals, validations, Assignments, Benefit Plans, Assessment based on the data collected from different sources.Case Management can be drilldown and the information can be sub-divided into multiple entities. Case Management comprises of Detail Views like:
Benefits PlanAssessmentsActivity Plans
Change of CircumstancesAttachmentsAssets
Related CasesService RequestsAddresses
HouseholdsGroupsGroup Suspects
Presentationsliterature DistributionVehicles
ClaimsDiseasesAudit Trails
Verification PlansQA Plans

Using Case Management, we can set up multiple kinds of cases of different Government departments/agencies like
  • Municipal corporations,
  • Social services,
  • Tax and revenue management,
  • Public health,
  • Immigration agencies, and
  • Investigative agencies

Apart from above these, there are few button present on Case Management View.
1. Regenerate All- Used to regenerate serial numbers for the cases.
2. Submit- Used to submit the case for Approval by creating inbox item.
3. Recall- Recall the submitted case.
4. Screening- Used to Apply New Govt Policy Rules and Screen the citizens.
5. Eligibility- Used to Apply New Govt Policy Rules and check the eligibility.
6. Change of circumstances- If any Change in case, modify Benefit Plans.

Note: This document only provides a high level overview of Siebel Case Management. It has been summarized from Oracle Siebel Documentation.