03 workflow

Copyright © 2011, Oracle. All rights reserved.

Technical Functionalities

Siebel CRM 8.1.x 3 - 2

Copyright © 2011, Oracle. All rights reserved.3 - 2

Siebel Web Architecture Overview

• At a high level, the Siebel architecture consists of:– Siebel Web clients that access the business data– A Web server that handles interactions with the Web clients– Servers that manage the business data and provide batch

and interactive services for clients– A database and file system that store business data

Web Server Siebel Gateway Name Server

Database Server

Enterprise

Siebel File System

Siebel Server(s)

SWSE

More

SiebelClients

Siebel Web Architecture OverviewReference: "Siebel Enterprise Server Architecture" in the Siebel System Administration Guide.Diagram: The diagram shows a variety of Siebel clients on the left, including a cellular telephone, desktop, PDA, and laptop. The PDA and laptop have local databases. In the middle is a Siebel Web server with the Siebel Web Server Extension installed, then a set of Siebel Servers labeled an Enterprise, and then a database server next to the Siebel File System. Finally, to the right is the Siebel Gateway Name Server. The cell phone and desktop are shown connecting to the Web server, while the PDA and laptop are shown connecting to the database server, with a dotted line between them and the Siebel Servers. The Siebel Web server is also connecting to the Siebel Servers, which are connecting to the database server, the Siebel File System, and (using a dotted line) to the Siebel Gateway Name Server. Details of this diagram will be discussed over the next few slides, and the diagram will be repeated with different areas highlighted.



Example: Sample DeploymentExternal

Web ClientsInternal

Web ClientsMobile

Web Clients

Web Server Load Balancing

Siebel Server Load Balancing

AOM AOM AOM AOM

Siebel Remote

SiebelConfigurator

SiebelCommunications

Server

SiebelWorkflow

SiebelEAI

Siebel Gateway

NameServer

WebServers

with SWSE

SiebelServers

SiebelServers

SiebelEIM

SiebelTools

SiebelFile

System

SiebelDatabase

Siebel RemoteSynchronization

ExternalData

ExternalApplications

Firewall

FirewallInternet Internet

Siebel Enterprise Server

Web clients access and display the business data

Web servers with the SWSE extension distribute requests to

the Siebel servers

Gateway Name Server

stores configuration information

Example: Sample DeploymentAOM: Application Object Managers, used to manage user sessions in the Enterprise.EIM: Enterprise Integration Manager, used to import and export data to and from an external source.LAN Requirements: When on separate machines, the Siebel Server(s) should have a high-speed LAN connection to the database server.



Automating Business Processes in Siebel Applications

• A business process is a series of activities executed to achieve a business objective

• Siebel applications support automating some steps in a company’s business processes– Can automate one or multiple steps in a business process

• Automation can result in:– Consistency in execution– Better performance– Enforcement of best practices

Business process

Serv

ice

Agen

tC

usto

mer

Generate new SR

Investigate resolution

Manage Critical SRs

Request service

Provide response

Receive AssistanceStart

Automating Business Processes in Siebel ApplicationsReferenceBookshelf’s Siebel Business Process Framework: Workflow Guide

DiagramThe diagram shows an example business process, which specifies how a service request is handled.


Automating Business Processes in Siebel Applications

Using capabilities such as:• Workflow Processes

– Automates steps in a business process• Tasks

– Guides users through a series of views to complete a step in business process

• iHelp– Use iHelp for assistance with complex procedures

• Assignment Manager– Automates assignment of data (such as opportunities and

service requests) to the desired people




Serv

ice

Agen

tC

usto

mer

Generate new SR

Examine Conditions

Manage Critical SRs

Request serviceStart

Automating Business Processes with Siebel Workflow

• Siebel Workflow is a general purpose facility for automating steps in a business process

• Workflow is a graphic "language" for executing business process steps

What the company

does

What Siebel Workflow automates

Step with workflow potential

Automating Business Processes with Siebel WorkflowDiagramThe diagram depicts how Siebel Workflow can be used to automate one or more steps in a company's business process. The top half shows the business process for handling Service Requests (SRs), while the bottom half shows a workflow process for automating the Manage Critical SRs step in the business process.



Siebel Workflow Process

• Is an ordered set of steps executed in response to a defined set of conditions

• Is used to automate parts of a business process in a Siebel application

• Can be used as a solution to a business requirement– Example Requirement:

— If an open SR’s Severity is critical for two hours, update the SR’s priority to ASAP, and notify the service manager via email

– Workflow Implementation:

Workflow Process



Workflow Designer

• Workflow processes are created Siebel Tools’ Workflow Designer– Contains workspace and property windows, and a palette

Workspace for designing Workflows

Palette of workflow steps

Properties of selected step

Right-click to open Workflow Designer

Workflow DesignerDiagramThe screenshot shows Siebel Tools' Workflow Designer. To view a workflow in the Workflow Designer:

• Select Workflow Process in the OE• Query for the workflow process in the list editor• Right-click the workflow definition and select Edit Workflow Process.

The Workflow Designer includes a palette of workflow steps and connectors and a design pane, where steps can be dragged and dropped. The Properties window can be used to configure the steps.



Basic Workflow Process Steps

• Every workflow process must have Start and End steps– Start provides an entry point into the workflow– End specifies when a process is finished

• A Decision Point step provides branching capability• A connector links steps and can contain branching logic• A Siebel Operation step inserts, updates, or queries BC

records• A Business Service step runs a small program

Decision Point Connector Siebel Operation

Business Service

Basic Workflow Process StepsDiagramThe diagram shows a workflow process as it appears in the Workflow Designer. The workflow has several basic workflow step types, each with its own color and shape:

• Start and End: all workflows have these steps• Decision Point: used to branch• Connector: link steps and can have branching conditions• Siebel Operation: inserts, updates, or queries records• Business Service: executes a program.



Branching

• Is specified on one or more Connectors– Can be specified on a connector following any step that can

have multiple branches— Start Step, Decision Step, User Interact Step

– Example: Follow this branch if the Severity field = 1-Critical in the BC called Service Request

Branching conditions are

attached to this connector

BranchingDiagramThis diagram shows the workflow seen in earlier slides and highlights the connector labeled Severity Critical. Branching conditions are attached to connectors immediately following a Decision Point step.



Siebel Operation Step

• Performs operations on a business component:– Insert, Update, Delete, Query

— Example: Update the SR’s Priority to ASAP

Updates the Service Request BC

Siebel Operation StepDiagramThe screenshot shows the same workflow seen earlier in the Workflow Designer. The Siebel Operation step labeled Priority ASAP is selected, and its properties appear in the Properties window to the left of the Design pane. Two properties are highlighted: Business Component = Service Request and Operation = Update.



Siebel Business Service Step

• Runs a Siebel-supplied or custom business service– A business service is a small program that can be reused

— Consists of a set of “methods” that specify the action to take— The method invoked is based on the step’s Business Service

Method property– Enables business logic to be executed repeatedly in multiple

contexts, for example:— Send a notification email to the service agent who owns this SR— Some other examples include calculating shipping costs and

taxes, performing a credit check, and performing email servicesBusiness

service step

Siebel Business Service StepDiagramThe screenshot shows the same workflow seen earlier in the Workflow Designer. The Business Service step labeled Send Email is identified.



Additional Workflow Steps

• Siebel workflows may contain additional types of steps– A Sub Process invokes another workflow process

— Can nest workflow processes– A User Interact step navigates to a view and waits for user

activity– A Wait step pauses the workflow for a specified period of

time before proceeding– A Task step invokes a Siebel task (Task UI)– Error Handling

— A Stop step halts the workflow process instance if a predefined exception occurs

— An Error Exception connector handles system and user-defined errors

Additional Workflow StepsUser Interact StepsUser Interact steps are unnecessary in many workflows: instead, Task steps can be used to guide user navigation. Siebel Task UI is covered in a subsequent lesson.



Invoking a Workflow Process

A workflow process can be invoked by:• Workflow policies • Run-time events• Custom controls

WorkflowPolicy

WorkflowPolicy

Run-timeEvents

Run-timeEvents

Custom Control

Custom Control



Workflow Policy

• Is a defined set of conditions and actions – Actions are executed when conditions are met– All policy conditions must be satisfied to invoke action

• Is typically used to monitor conditions over time• Does not prevent the user from continuing

Actions:- Invoke the Urgent SR workflowprocess

Actions:- Invoke the Urgent SR workflowprocess

If all conditions are met. . .

. . . then execute actions

WorkflowPolicy

Duration = 2 hours

WorkflowPolicy

Duration = 2 hours

Conditions:- Service Request Status = Open- Service Request Severity = Critical

Conditions:- Service Request Status = Open- Service Request Severity = Critical

Workflow PolicyMonitoring Conditions Over TimeWorkflow in Siebel applications monitors conditions over time by periodically "waking up" and checking to see what read/write activity has occurred in certain parts of the database. Depending on how frequently a workflow checks this read/write activity, there could be a delay before the workflow actually runs. This frequency can be adjusted by the administrator.

DiagramThe diagram shows the relationships between workflow policies, conditions, and actions. A workflow policy has one or more actions and one or more conditions. If all the conditions for a workflow policy are met, then all of the policy's actions are executed. The example shows a workflow policy with duration (period) = two hours. Its conditions are:

• Service Request Status = Open• Service Request Severity = Critical

Its action is: invoke the Urgent SR workflow process.



Run-Time Events

• Are a mechanism that allows customer-configured processing to be triggered by user activity

• Consist of:– A specification of some user activity such as:

— Record being updated— Navigating to or from an applet

– The resultant processing:— Execution of a workflow process— Calls to one or more business services

— Known as an action set

• Example: when a Service Request is saved, execute a workflow to handle high priority Service Requests

Run-Time EventsRun-time events were introduced as part of Siebel Personalization and are described in Bookshelf’s Siebel Personalization Administration Guide, “Tracking Run-Time Events”.



Custom Controls

• User explicitly clicks a custom button or menu item to invoke the workflow

• Example Requirement– Add a button to the SR form so the user can click to notify of

a change to Critical status

Custom control invokes a workflow

Custom ControlsDiagramThe screenshot shows an applet with a custom control: a button labeled "Send Critical Notification". A workflow process will be executed when the button is clicked.



Workflow Scenarios

• Can be addressed by one of the three invocation methods:– Workflow Policy

— Send out welcome letters at the end of the day to all new accounts that were created that day

— Send an email alert to the manager when SR Status = Critical for more than one hour

– Run-time Events— Send out a welcome email immediately when a new account is

created— Send an immediate email alert to the manager when SR Status

is set to Critical– Custom Control

— Click Send Info (a new button) on the Account screen to send account summary to the team lead



Siebel Task UI

• Uses a wizard-like interface to guide users through steps in a task– Consists of a sequenced set of views, each of which collects

a small set of relevant data from the user• Extends business process automation to the UI layer

Business Solution: Siebel Task UISiebel Task UI extends business process automation to the UI layer as Task UI allows developers to build tasks that direct users through a series of task views in a prescribed order.Siebel Task UI also replaces the use of Interactive Workflows.



Features of Siebel Task UI

• Task UI supports:– Forward and backward navigation through a sequence of

views— Allows for a set of records to be reviewed and corrected prior to

completion of the task– Branching based on user input– Pausing and resuming tasks if users are interrupted

— An instance of the partially completed task is saved in the user’s universal inbox

— Context and all data are maintained— Task is resumed from the universal inbox

– Transfer of paused tasks to other users

Features of Siebel Task UITask UITask UI refers to both the wizard-like style of the user interface as well as to the underlying Task UI framework that consists of the development, run-time, and administrative features that support this type of user interface

TaskThe term task (in the context of Siebel Task UI) refers in general to a unit of work to be performed by a user as part of larger business process. The term task is also used to refer to a specific task developed using the Task UI framework. Bookshelf uses the term "task UI" to refer to a task as created by a developer. This course uses the term task.

Reference“Overview of Siebel Task UI” in Siebel Business Process Framework: Task UI Guide



Using Task UI

• Click the Task button to expose the task pane– Displays links to tasks that can be invoked in the current

application contextTask button

Task link

Task pane

Task group (a collection

of related tasks)

Using Task UITask GroupA task group can be associated with a specific view or can be configured to appear in all regular views. An individual task is also assigned to a responsibility and a task link will appear only for users with the corresponding Responsibility.

DiagramThe screenshot shows the Contact Detail - Activities View on the right. The task pane on the left is highlighted, as is the Task button (which is a check mark on a clipboard) on the application toolbar. The task pane displays several tasks that can be invoked through a task link. The picture also shows several task groups.



Invoking a Task

• Click the link for the desired task– A task view replaces the standard Siebel view– The task pane displays the other views in the task

— Provides context for the overall task

• Enter data in fields in the first view• Click Next to proceed to subsequent views

Enter data

Task pane shows current position in task

Click Next to proceed

Invoking a TaskReference“Siebel Task UI Interface Elements” in Siebel Business Process Framework: Task UI Guide

DiagramThe screenshot shows the Create a Contact task in progress. The task pane displays task steps, with the current step highlighted. On the right is a task view, which presents a simplified form to enter Contact information. Several buttons are visible in the upper right of the task view: Pause, Next, and Cancel. (Previous is grayed-out, because this is the first step in the task.)



Invoking a Task

• Task views are typically characterized by:– A small number of fields in each applet in the view– A set of navigation buttons (the playbar applet) located

above and/or below the applets– Absence of navigation options such as view tabs and

hyperlinks

Playbar applet

Small number of related fields

Task view

Invoking a TaskDiagramThe screenshot shows the same task as the previous slide. This picture identifies the task view and the playbar applet, which is the set of buttons in the upper right.



Progressing Through a Task

• Enter data in each subsequent view• Click Next to proceed• Click Previous to return to the prior view to inspect or

modify previously entered data

Task views in a chapter are listed as the user navigates to the view

Progressing Through a TaskTask ChapterA task chapter is an optional grouping of sequential task steps. When task chapters are configured, only the task chapters are shown at first in the task pane. When a user reaches a task step in a task chapter the chapter is expanded and all the steps in that chapter are then displayed. Task chapters provide a mechanism for showing the high-level flow.

DiagramThe screenshot shows how a task is divided into chapters. The Create a Contact task is currently in the Next Steps chapter, which has two views (Pick an Option and Add Activity to Contact).



Branching in a Task

• Tasks can branch based on data the user inputs– Example: branching based on lead quality of an opportunity

• Some views may explicitly present the user with a choice about the next step to be executed– Select the desired activity and click Next

User makes a selection

Branching in a TaskDiagramThe screenshot shows an example of branching in a task. The user selects an option from a radio button list: Create an Activity, Associate an Account, Manage Contact Team, or Review and Submit Contact. The task flow will branch based on the user's selection.



Pausing a Task

• Click Pause to suspend task activity– All data and context is retained– A link to the paused task is added to the user’s Inbox

• Navigating outside the task view implicitly pauses a task – For example, clicking a screen tab or the site map button

Inbox

Pausing a TaskDiagramThe screenshot illustrates pausing task execution. The user clicks the Pause button. The paused task is stored in the user’s Inbox (Inbox > My Inbox Items).



Resuming a Task

• Click the link in the Inbox to resume the task– Task resumes exactly where it was paused

Inbox

Task view reappears

Resuming a TaskUsers can navigate to their Inbox by clicking the link at the bottom of the task pane. They can also use the site map to navigate to the Inbox.

DiagramThe screenshot shows how to resume a paused task. The user clicks on the task's Name in his or her Inbox and a task view will reappear. Task resumption starts at the point in the task flow where the user paused.



Completing a Task

• Review the data if a final summary view is provided• Click Submit or Finish to complete the task

– Commits all remaining uncommitted data to the database• Task view closes and previous standard view is displayed

Completing a TaskDiagramThe screenshot shows how to complete task: click Submit in the playbar applet.



Task Designer

• Siebel Tools includes a Task Designer used to create, examine, and modify Siebel tasks– Contains a palette, workspace, and property windows

Palette of task steps

Property window (displays

properties of selected item)

Workspace for editing task flows

Multi value property window (displays

properties of child object definitions of selected item)

Task DesignerDiagramThe screenshot shows Siebel Tools' Task Designer. It is very similar to the Workflow Designer. Both have a palette of steps and a workspace for editing the workflow/task flow. The Multi Value Property window is displayed below the design workspace.



Task Flow

• Is an ordered set of steps in a task that:– Displays a sequence of views to users– Enables users to create and modify records

Task FlowDiagramThe screenshot shows a task flow in the Task Designer. The task flow closely resembles a workflow, but it uses a step type that is unavailable in workflows: Task View steps.



Task Flow Steps

• Task flows contain a variety of types of steps

Task View step: displays a task view to the user

Subtask step: Invokes a subtask

Decision Point step: allows branching in a

task flow

Siebel Operation step: operates on a

business component

Task Flow StepsReferenceBookshelf's Siebel Business Process Framework: Task UI Guide, "Defining Steps and Connectors".

DiagramThe screenshot shows a complex task flow in the Task designer. The task flow has some familiar step types:

• Decision Point• Siebel Operation

The green Task View step displays a task view to the user. Yellow Subtask steps allow a task to invoke another task.



Tasks and Workflow Processes

• A workflow process can invoke a task– Invokes a Task step in the workflow process

• A task can invoke a workflow process

Task step in a workflow process

Tasks and Workflow ProcessesDiagramThe screenshot shows the Workflow Designer, which is displaying a workflow process. The workflow contains a Task step.



iHelp

• Provides optional context-sensitive guidance for end users– Text instruction in step format with embedded navigation

links

iHelp pane provides step-by-step instructions

for common tasks

iHelp item

iHelpDiagramThe screenshot shows the Create a New Account iHelp item on the left side of the client UI. A link to this iHelp item appears on the Accounts Home Page.



iHelp Components

• An iHelp item may include – Navigable links to the views being discussed– Links to external sites

Clicking the view link here. . .

. . .causes the view to display

iHelp ComponentsDiagramThe screenshot shows an iHelp step on the left with a navigation link to the My Accounts view. Clicking the iHelp link navigates the user to the view (shown on the right).



• An iHelp item may include steps and sub-steps• Many steps can be expanded to show detailed instructions

iHelp Components

Click the arrow to expand instructions

iHelp ComponentsDiagramThe screenshot shows how the curved arrow beneath some iHelp steps can be clicked to expand that step’s instructions.



iHelp Locates Controls

• Guides a user by highlighting controls in the view being supported– Fields and buttons in iHelp text may be highlighted

iHelp Locates ControlsDiagramThe screenshot shows how an iHelp item can highlight controls to guide a user. The iHelp step asks the user to set an Account’s Name, Site, Main Phone #, and Main Fax #. These fields are highlighted in yellow in the form applet by iHelp.



iHelp Designer

• Represents an iHelp item’s flow and steps graphically

Graphical representation of the

iHelp item’s flowDrag and drop steps

iHelp DesignerDiagramThe screenshot shows an iHelp item in the iHelp pane and in the iHelp Designer. The top applet in the designer specifies the iHelp item. The Designer applet allows an iHelp developer to drag and drop iHelp steps and modify step properties. Each box in the iHelp flow corresponds to a numbered iHelp item.



iHelp Designer

• iHelp step attributes are shown in iHelp Designer’s child applet– Other data for a step are viewable via the tree applet

iHelp DesignerDiagramThe screenshot shows the iHelp designer. An explorer view below the Designer applet on the left allows the developer to add additional step data, such as branches, field and button highlights, substeps, and translations. The applet to the right of the explorer applet provides editable data on the selection in the explorer applet.



Siebel Assignment Manager

• Allows companies to assign business data to the most appropriate positions, people, and organizations

• Assignment of data affects:– Visibility of data– Responsibility for the data according to a company’s

business needs— A Sales representative gets responsibility for managing an

Opportunity and converting it to a revenue-producing order— A Service representative assumes responsibility for closing a

Service Request

• Siebel Assignment Manager consists of:– Administrative functionality to define assignment rules– Server components to automatically assign business data

according to the rules

Business Solution: Siebel Assignment ManagerAssignment Manager is documented in Bookshelf’s Siebel Assignment Manager Administration Guide.



Assignment Rules

• Assignment Manager uses assignment rules to assign data– Rules assign one or more candidates to assignment objects

based on one or more criteria

Criteria

Assignment Objects

Candidates

EmployeesPositions

Organizations

SkillsExpertise

AvailabilityWorkloadTerritory

…

AccountsCampaigns

Service RequestsProduct Defects

OpportunitiesActivities

…

AssignmentManager

Assignment RulesCreating assignment rules and configuring Assignment Manager is covered in detail in Bookshelf’s Siebel Assignment Manager Administration Guide, as well as the Siebel 8.1 Business Automation course. Refer to http://education.oracle.com for class details and schedule.

DiagramThe diagram shows the major components of an assignment rule:

• Assignment Objects• Criteria• Candidates.

These components are described in subsequent slides.



Assignment Objects

• Assignment objects identify the type of data being assigned

• Several assignment objects are pre-configured in the as-delivered application – Examples:

— Account— Contact— Service Request



Assignment Candidates

• Candidates are instances of entities that data can be assigned to:– Position– Employee– Organization

• Examples of candidates:– Accounts can be assigned to both positions and

organizations– Activities can be assigned to employees– Service Requests can be assigned to both employees and

organizations• Types of candidates must be consistent with the allowed

access control mechanisms for the object

Assignment CandidatesThe allowed access control mechanism for a business component is configured through the creation of BusComp View Mode, a child object type of Business Component. A BC’s view mode can be:

• Person• Position• Organization• Group• Catalog Category.

A BC can support multiple view modes. For example, Opportunity ownership is determined by Position and Organization.



Assignment Criteria

• Criteria express conditions that must be satisfied for data to be assigned– Are expressed in terms of attributes of objects and/or

candidates– Examples:

— Account State = CA— Account Product = a product that candidate has expertise for

• Rules often include multiple criteria

Assignment CriteriaYou can use Siebel Tools to extend the attributes available for use in assignment rules by configuring Assignment Attribute and Assignment Criteria object definitions. These two object types and their child types allow you to create attributes for use in assignment rules and complex criteria. These object definitions link to an Assignment Object definition to make the attributes and criteria available for that assignment object. For information on configuring these objects, see Bookshelf’s Siebel Assignment Manager Administration Guide, “Basic Assignment Manager Configuration”.



Administering Assignment Rules

• Assignment rules are created and administered using the Siebel Web Client– Are not part of the Siebel repository– Are not compiled into the .srf file– Can be deployed during run time

Administering Assignment RulesAdministration of Assignment RulesThe assignment objects available are dependent on object definitions in the Siebel repository, as is the availability of assignment object attributes. The primary point of this slide is that assignment rules are administrative data and users do not require Siebel Tools to create and maintain rules.

NavigationAssignment rules are defined in Administration - Assignment > Assignment Rules List.

DiagramThe screenshot shows the Administration - Assignment > Assignment Rules List view. The Assignment Rules List applet shows two rules: AUT SR Rule, which assigns Service Requests, and AUT Sales Rule, which assigns Opportunities.



Assignment Manager Examples

Example scenarios for Assignment Manager:• Assign accounts based on sales region• Assign service requests based on skill



Scenario 1: Assign Accounts by Sales Region

• ABC Company assigns accounts to its sales organization– Makes account data visible within the organization

• ABC Company also assigns accounts to its sales reps by sales region– Opportunities in the Western Region (CA, OR, WA) are

assigned to the Sales Rep – West position– Opportunities in the Eastern Region (CT, MA, NJ, PA) are

assigned to the Sales Rep – East position

BAF VP Sales - USPat

BAF Sales Rep – WestAlex

BAF Sales Rep – EastJanet

BAF Sales Organization

Scenario 1: Assign Accounts by Sales RegionDiagramThe diagram shows an organizational chart for the BAF Sales Organization. The positions shown are BAF VP Sales - US (Pat) and two subordinate positions, BAF Sales Rep - West (Alex) and BAF Sales Rep - East (Janet).



Rule to Assign Accounts by Sales Region

• The assignment rule includes:– Candidates (desired organization and positions)– Criteria for determining region to assign the account

Object: Account

Criteria: Account State is one of CT,MA,NJ, PA

Candidates:BAF Sales Rep – East BAF Sales Organization

Rule: BAF Assign East Accounts

Position candidate

Organization candidate

Rule applies when

Rule to Assign Accounts by Sales RegionDiagramThe diagram shows the components of the BAF Assign East Accounts assignment rule:

• Assignment Object: Account• Candidates: BAF Sales Rep - East (position candidate) and BAF Sales Organization

(organization candidate)• Criteria: Account State is one of CT, MA, NJ, PA.



One Rule Per Sales Region

• A separate rule is required for each sales region

Object: Account

Criteria: Account State is one of CT,MA,NJ, PA

Candidates:BAF Sales Rep – East BAF Sales Organization

Rule: BAF Assign East Accounts

Object: Account

Criteria: Account State is one of CA,OR,WA

Candidates:BAF Sales Rep – West BAF Sales Organization

Rule: BAF Assign West Accounts

This rule applies when This rule applies when

One Rule Per Sales RegionTerritory is another name for sales region. Formally, a territory is a collection of Accounts, Contacts, and/or Assets that is managed by a team of positions. Most often a territory is based on a geographical area such as states.

DiagramThe diagram shows two assignment rules: one per sales region. BAF Assign West Accounts assigns accounts when Account State is one of CA, OR, or WA. BAF Assign East Accounts assigns accounts when Account State is one of CT, MA, NJ, or PA. The rules also have different positions candidates.



Candidates for Rules

• Candidates are listed in Candidates views– Employee Candidates, Position Candidates, Organization

Candidates

Position Candidate

Assignment Rule

Candidates for RuleDiagramThis screenshot shows the Assignment Rule detail applet on top and the Position Candidates list below. The candidates view tabs are highlighted: Employee Candidates, Position Candidates, and Organization Candidates.The Position Candidates for the BAF Assign East Accounts shows a single position: BAF Sales Rep -East.



Criteria for Rules

• Account States for each rule are listed in the Criteria view

Account State must match a

value in this list

Criteria for RulesDiagramThe screenshot shows the rule Criteria applet. The criterion shown compares a list of states shown in the bottom to account records. If the account has a matching Account State, then the record is assigned to a rule candidate.



Scenario 2: Assign Service Request to Skilled Agents

• ABC Company assigns service requests to employees with the correct skills to resolve them– Skills are properties that reflect the candidate’s abilities in

various areas such as:— Product expertise— Installation and upgrade skills— Languages

VP ServiceChris

(no skill)

Service Agent 1Craig

(Network)

Service Agent 2Ellen

(CPUs)

Service Agent 3Jack

(Power supplies)

Service Organization

Scenario 2: Assign Service Request to Skilled AgentsDiagramThe diagram shows a position hierarchy used in the second scenario. The Service Organization position hierarchy has four positions:

• VP Service (Chris): the top of the position hierarchy; no skills• Service Agent 1 (Craig): reports to VP Service; network expertise• Service Agent 2 (Ellen): reports to VP Service; CPU expertise• Service Agent 3 (Jack): reports to VP Service; power supplies expertise.



Assign Service Request to Skilled Agents Rule

• Rule includes:– Criteria for assigning request

— Employee skill matches the area of the service request– Candidates to be considered

— Can list select employees or consider all available employees

Object: Service Request

Criteria: Candidate’s product skill = a product associated with the Service Request

Candidates:All service agents

Rule: Assign Service Request

Employee candidates

Rule applies when

Assign Service Request to Skilled Agents RuleDiagramThe picture shows the Assign Service Request view. It has the following components:

• Assignment Object: Service Request• Candidates: All service agents• Criteria: Candidate’s Product skill = a product associated with the SR.



Other Assignment Scenarios

• Assignment rule criteria can be based on factors such as:– Candidate attributes

— Example: Languages spoken by a call center agent– A candidate’s workload

— Example: Do not assign any service requests to a candidate who has 20 or more open service requests

– Assignment object attributes— Example: Assign all opportunities with revenue > $10,000 and

sales stage not equal to Lost or Closed

• A rule may incorporate multiple criteria– Assignment Manager allows you to define weights for

multiple criteria and score candidates



Running Assignment Manager

• Assignment Manager can be invoked in three modes – Batch Assignment: can be used to submit batches of data for

one-time assignment or reassignment— Example: A trade show generates many new leads

(Opportunities); use batch mode to assign them to sales reps– Dynamic Assignment: invokes Assignment Manager to

assign data in real time as records are created or modified— Example: New service requests are dynamically assigned as

they are created– Interactive Assignment: Can be used to manually assign

candidates in real time— Enabled for Service Request and Activity assignment objects— Assignment Manager presents a list of scored assignment

candidates



Lesson Highlights

• Siebel Web Architecture• Siebel Workflow provides a way to automate business

process activities• A workflow process is an ordered set of steps executed in

response to a defined set of conditions• Siebel task UI is a wizard-like interface that guides users

through steps in a task• Siebel iHelp Provides optional context-sensitive guidance

for end users• Assignment Manager assigns data by considering

Assignment Objects, Candidates, and Criteria

03 workflow

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