Marketing Manager Program Using Siebel_Lab Guide

Marketing Manager Programusing Siebel

Lab Guide

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Contents

Lab 3 Defining Architecture ComponentsSolutions 3 Defining Architecture ComponentsLab 4 Exploring Architecture Components and FilesSolutions 4 Exploring Architecture Components and FilesLab 5 Creating Simple SegmentsSolutions 5 Creating Simple SegmentsLab 6 Creating a Simple Segment with GroupingLab 7 Creating a Segment Tree with an Eligible AudienceLab 8 Using a Segment Tree in a Program StageLab 9 Creating a Marketing Plan Using iHelpLab 10 Creating a Program and Loading a CampaignSolution 10 Creating a Program and Loading a CampaignLab 11 Creating a Vendor List FormatLab 12 Creating Internal ListsLab 13 Importing External ListsLab 14 Entering Campaign ResponsesLab 15 Loading the Business Analysis WarehouseLab 16 Analyzing Campaign ResponsesLab 17 Building Personalized Email TemplatesLab 18 Managing EventsLab 19 Marketing Planning and BudgetingSolution 19 Marketing Planning and BudgetingLab 20 Campaign Performance ReportLab 21 Marketing Planning Report

Lab 1 Navigating the User Interface (UI) (Guided) Solution 1 Navigating the User Interface (UI) (Guided) Lab 2 Querying Siebel Data (Guided) Solution 2 Querying Siebel Data (Guided)

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Lab 1 Navigating the User Interface (UI) (Guided)

Goals To practice navigating in Siebel Marketing Manager.

Time 10 – 15 minutes

Instructions:

In this lab you will practice simple navigation in the Siebel user interface (UI). You have been provided with a new Siebel installation with a few records added to give you practice with UI navigation. You will review information on screens frequently visited by an end user of Siebel Call Center. These screens include Service Request, Accounts, and Contacts.

1. You will log in to Siebel Marketing Manager. a. Select Start > Programs > Internet Explorer. b. Navigate to http://localhost/marketing_enu. localhost is the hostname of the Web server,

and callcenter_enu is the application and language. (enu = American English.) The login screen may take a minute or two to load the first time.

c. In the login screen, enter these values: User ID SADMIN Password SADMIN

d. Click the Arrow button. e. Wait until the application home page has completely loaded before continuing on to the next

step. This will take several seconds.

2. You will examine a service request. a. Click the Service screen tab. b. Click the My Service Requests link on the Service Requests Homepage. c. Click the link for SR# 1-7010.

3. Review the service request details. If necessary, click the Show More button in the upper-right corner of the Service Request form to see all available fields. a. What is the Work Phone #?

b. What is the service request Area?

c. What is the service request’s Reproducible value?

d. Who is the owner of the SR?

e. What is the Organization?

4. With SR# 1-7010 still selected, click the More Info view tab below the Service Request form to navigate to the Service Request More Info View. a. Click the Next arrow (to the right of the view tabs). b. What is the SR# of the next service request? c. What is the name of the person (first and last name) associated with this service request?

5. You will now examine Contacts. a. Click the Contacts screen tab to navigate to the Contacts screen. b. Click the Contacts List link in the link bar to display the list of SADMIN’s Contacts.

6. You will add a new contact and examine the behavior of the contact record as you associate it with an account. a. Click the New button in the Contacts list or form to enter new contact information. b. Enter the following information for the new contact:

Last Name Matthews First Name Jane Mr/Ms Ms. Work Phone # 415-999-5555 Job Title Account Executive

c. Now you will associate the contact with an account. i. In the Account field, click the Select button (or use the F2 key on the keyboard). ii. From the Accounts window, select the Cambrian Ventures account from the

Available records list on the left. iii. Click the Add button to add the record to the Selected window on the right. iv. Click OK.

d. How has the new contact record changed?

7. You will now examine Account records. a. Click the Accounts screen tab to navigate to the Accounts screen. b. Click All Accounts from the Frequently Viewed Accounts list. c. Click the Account Name column header to sort the records in ascending order. You should

see an triangular indicator next to the column name:

8. You will review opportunities for the Cambrian Ventures account. a. Locate the Cambrian Ventures account and select it by clicking the Cambrian Ventures

account name hyperlink. b. Navigate to the related opportunities by clicking the Opportunities view tab below the

Account form. c. How many opportunities exist for this account?

d. Drill down on the opportunity named Eternal Storage 10 TB NAS. What entities are

displayed in the view you navigated to?

e. Which view tab is selected below the Opportunity form?

f. How many contacts are associated with this opportunity?

g. Drill down on the last name Wagoner. What entities are displayed in the view you navigated to?

h. What information is now visible in the thread bar?

9. Leave Siebel Call Center open for the next lab.

Solution Lab 1 Navigating the User Interface (UI) (Guided)

Answers:

3.a. What is the Work Phone #? (250) 555-1234

3.b. What is the service request Area? Installation

3.c What is the service request’s Reproducible value? Always

3.d. Who is the owner of the SR? SADMIN

3.e What is the Organization? Default Organization

4.b. What is the SR# of the next service request? 1-7013

4.c. What is the name of the person (first and last name) associated with this service request? Jack Hutton

6.d. How has the new contact record changed? The account name and address fields are automatically populated.

8.c. How many opportunities exist for this account? 2

8.d. Drill down on the opportunity named Eternal Storage 10 TB NAS. What entities are displayed in the view you navigated to? The contacts associated with the Eternal Storage 10 TB NAS opportunity

8.e. Which view tab is selected below the Opportunity form? Contacts

8.f. How many contacts are associated with this opportunity? 3

8.g. Drill down on the last name Wagoner. What entities are displayed in the view you navigated to? Contacts and Activities

8.h. What information is now visible in the thread bar? Account: Cambrian Ventures > Opportunity: Eternal Storage 10 TB NAS > Contact:

Lab 2 Querying Siebel Data (Guided)

Goals To practice querying for data.

Time 15 – 20 minutes

Instructions:

In this lab you will create and execute queries and sort the results. Because the classroom application has very little customer data (Accounts, Opportunities, and so on), you will explore Call Center’s administrative seed data, which was created during product installation. Several administrative screens offer large data sets that offer good practice for querying.

1. If necessary, start Siebel Marketing Manager and log in as SADMIN/SADMIN. a. Start Internet Explorer. b. Enter the URL: http://localhost/marketing_enu. You may want to bookmark this URL. c. In the login screen, enter these values:

User ID SADMIN Password SADMIN

d. Click the arrow. e. Wait until the application has completely loaded before continuing on to the next step.

2. Navigate to the Zip Code Administration screen and query for selected records. Note: Zip Code refers to a U.S. postal code. a. Click on the Site Map button on the global toolbar. b. Click Administration - Data. c. Scroll down and click Zip Code Administration.

Note: In future labs, these steps will be abbreviated as: Administration – Data > Zip Code Administration. This notation uses ‘>’ to separate parts of a hierarchical path to be followed using the Site Map.

d. Select New Query from the applet-level menu (or use the keyboard shortcut ALT+Q). e. In the ZIP Code field, type 90210. f. Click the Menu button and select Run Query (or use ALT+ENTER). g. What value appears in the city column?

h. Query again, this time on two fields: City Los Angeles and State CA. This query will return records with City = Los Angeles and State = California; that is, a logical AND. How many ZIP codes are there for Los Angeles? Click the Menu button and select Record Count, or use CTRL+Shift+3, to find the answer.

3. Create and execute complex queries using the Zip Code seed data. a. Execute an empty query to refresh the Zip Code list. This is a common technique used to

refresh a list applet so that it lists all visible records. i. Click Query. ii. Without entering any query, click Go.

b. Sort the list by latitude in descending order by clicking the Latitude column header until a down arrow is displayed.

c. What city has the northernmost ZIP code (that is, the highest latitude)?

d. The western extent of the Canada – U.S. border runs along the 49th parallel of North latitude. Execute a query to return ZIP codes with latitude greater than 49: i. Click Query. ii. Type >49 in the Latitude field. iii. Click Go.

e. Refine your query to exclude records with state equal to Alaska (AK): i. Select Menu > Refine Query. (Alt+R) Notice that your criterion for latitude appears

in the query form. ii. Type <>AK in the State field. This will match records where the State is not Alaska. iii. Execute the query. iv. How many ZIP codes outside of Alaska have latitude greater than 49 degrees?

f. Execute a query to locate ZIP codes between 87900 and 87999 using wildcards: i. Execute an empty query to refresh the Zip Code list. ii. Click Query. iii. Enter a Zip Code of 879?? and click Go. This query will match 5 digit numbers

starting with 879. iv. How many valid ZIP codes are in this range?

g. Some ZIP code records were created with blank or null longitude and latitude. Run a query for these records: i. Create a new query. ii. Type IS NULL OR 0 in the Latitude field. This will identify records without an

assigned latitude or with zero latitude. The latter category will catch records where both the longitude and latitude have been set to zero.

iii. Execute the query.

iv. How many records are there without geographic coordinates?

4. Get experience querying on multi-value group (MVG) fields. You will execute queries on iHelp items, a Siebel object used help users with common application tasks. a. Use the site map to navigate to Administration - iHelp > All iHelp Items. b. Examine the Applications field in the lower form applet. What kind of field is it?

c. What query operator can you use to search in this field?

d. Create a query and type EXISTS(“*Sales*”) in the Applications field. This query will match iHelp items that have at least one value in the Applications MVG that includes the substring “Sales”. The asterisks are wild cards for any length substring.

e. Execute the query. What iHelp items are available for sales-like applications?

f. If necessary, select the Create an iHelp Item from the list of results by clicking to the left of the record.

g. Click the MVG select icon in the Applications field. This brings up an MVG applet. h. Query in this applet for Application *Sales*. i. Which applications are returned from this last query?

j. Click OK to close the MVG applet.

5. You will navigate to the Views screen and query for application views related to Assets. a. Navigate to Administration - Application > Views. This view lists all Siebel application

views. b. Click the Query button. c. Click the Query Assistant button. This tool simplifies query construction,

and is suitable for less technical users.

d. Execute the following query: View Name Contains Asset: i. Click the top left-hand dropdown and select View Name. ii. Click the top center dropdown and select Contains. iii. Type Asset into the top right-hand text box. The Query Assistant should be identical

to the picture on the next page. Notice that the text box below the dropdown lists displays a description of the query.

iv. Click Go.

e. How many view records are returned by this query?

6. Save the query you just created so you can use it later. a. Select Query > Save Query As from the application menu. b. In the Query Name field, enter Asset Views. c. Click OK. d. Notice the query now appears in the Queries drop-down list (in alphabetical order, even

though only one appears for this view) and can be executed by selecting it from the list:

This is a private query – it is only available to you. However, an administrator can make it available to other users as a predefined query.

Solution 2 Querying Siebel Data (Guided)

Answers:

2.g. What value appears in the city column? Beverly Hills

2.h. Query again, this time on two fields: City Los Angeles and State CA. This query will return records with City = Los Angeles and State = California; that is, a logical AND. How many ZIP codes are there for Los Angeles? Click the Menu button and select Record Count, or use CTRL+Shift+3, to find the answer. 99

3.c. What city has the northernmost ZIP code (that is, the highest latitude)? Barrow, AK (Alaska) at 71.29N latitude

3.e.iv. How many ZIP codes outside of Alaska have latitude greater than 49 degrees? 3 (Note: one of the results, for Eastport, Idaho, appears to have latitude equal to 49, but this is a result of rounding the result for display in the user interface. The underlying value for Eastport is 49.0005 degrees, which can be queried directly from the underlying database table S_ZIPCODE.)

3.f.iv. How many zip codes are in this range? 12

3.g.iv. How many records are there without geographic coordinates? 972

4.b. Examine the Applications field in the lower form applet. What kind of field is it?

An MVG field – the icon for an MVG differs from the icon for a dynamic picklist

4.c. What query operator can you use to search this field? EXISTS( )

4.e. What iHelp items are available for sales-like applications? Create an iHelp Item

4.i. What applications are returned from this last query? Siebel Sales Enterprise and Siebel eSales

5. How many view records are returned by this query? 132

Lab 3 Defining Architecture Components

Goals To match the Siebel Marketing Architecture component names with their descriptions

Scenario You want to assess your knowledge about the Siebel Marketing Architecture.

Time 5–10 minutes

Instructions:

1. Match the Siebel Marketing Architecture component and file names on the left to their descriptions on the right. Write the appropriate letter of the description in the blank.

Component Description

__ 1. Oracle BI Server A. Contains metadata that represents the analytical model

__ 2. Oracle BAW B. Provide the interfaces to access the data

__ 3. Siebel Email Marketing Server C. Is the configuration file used by the Oracle BI Server at startup

__ 4. NQQuery.log D. Stores application dashboards, request definitions, pages, and filters

__ 5. Oracle BI Presentation Services

E. Generates dynamic SQL to query data in the data sources

__ 6. Clients F. Records the Oracle BI Server messages

__ 7. Siebel Enterprise Server G. Is the database that contains the data extracted, transformed, and loaded from transactional applications

__ 8. Repository File (.rpd) H. Assembles email to be sent to lists or segments of prospects or contacts

__ 9. NQSServer.log I. Records query requests

__ 10. NQSConfig.ini J. Receive data from the Oracle BI Server and provides data to the client that requested it

__ 11. Presentation Catalog K. Contain the business data that users want to analyze

__ 12. Data sources L. Communicates with the BI Web Server to obtain segmentation results when loading campaigns

__ 13. Siebel File System M. Contains the campaign target list generated by Siebel Marketing

Solution 3 Defining Architecture Components

Answers

1. Match the Siebel Marketing Architecture component and file names on the left to their descriptions on the right. Write the appropriate letter of the description in the blank.

Component Description

E 1. Oracle BI Server A. Contains metadata that represents the analytical model

G 2. Oracle BAW B. Provide the interfaces to access the data

H 3. Siebel Email Marketing Server C. Is the configuration file used by the Oracle BI Server at startup

I 4. NQQuery.log D. Stores application dashboards, request definitions, pages, and filters

J 5. Oracle BI Presentation Services

E. Generates dynamic SQL to query data in the data sources

B 6. Clients F. Records the Oracle BI Server messages

L 7. Siebel Enterprise Server G. Is the database that contains the data extracted, transformed, and loaded from transactional applications

A 8. Repository File (.rpd) H. Assembles email to be sent to lists or segments of prospects or contacts

F 9. NQSServer.log I. Records query requests

C 10. NQSConfig.ini J. Receives data from the Oracle BI Server and provides data to the client that requested it

D 11. Presentation Catalog K. Contain the business data that users want to analyze

K 12. Data sources L. Communicates with the BI Web Server to obtain segmentation results when loading campaigns

M 13. Siebel File System M. Contains the campaign target list generated by Siebel Marketing

Lab 4 Exploring Architecture Components and Files

Goals To examine some of the key architecture components

Scenario The Siebel Marketing and Oracle BI software are installed and you need to validate the installation by reviewing some files.

Time 10–20 minutes

Instructions:

1. Examine the services that control the Oracle BI applications. a. Select Start > Programs > Administrative Tools > Services, or double-click the Services

icon on the desktop. b. In the Services window, scroll to locate the Oracle BI Server and click Start. c. In the Services window, scroll to locate the Oracle BI Presentation Service and click

Start. d. In the Services window, scroll to locate the Oracle BI OC4J Service and click Start.

2. Examine NQSServer.log. a. Double-click C:\OracleBI\server\Log\NQServer.log. b. Examine the file text. You notice that much of the text pertains to starting and stopping

the Oracle BI Server. If necessary, scroll down to the bottom of the file to view the most recent messages.

c. Which repository was loaded?

d. Select File > Exit to close the file.

3. Examine NQSConfig.ini. a. Double-click C:\OracleBI\Server\Config\NQSConfig.INI. b. Scroll down to the [REPOSITORY] section. c. What do you see?

__________________________________________________________________ __________________________________________________________________

d. What is the significance of this parameter? __________________________________________________________________ __________________________________________________________________

e. Scroll down to the [CACHE] section. f. Verify that the value of the ENABLE parameter is YES. Based on your understanding of

cache files, what can you derive from this parameter value? __________________________________________________________________ __________________________________________________________________

g. Select File > Exit to close the file.

4. Examine the repository files. a. Navigate to C:\OracleBI\Server\Repository.

Verify that the OracleBIAnalyticsApps.rpd file exists in this folder. This is the standard repository file delivered with Oracle BI applications.

5. Examine the Presentation Catalog folder. a. Navigate to C:\OracleBIData\Web\Catalog. b. Verify that this folder contains a subfolder named EnterpriseBusinessAnalytics.

This is the standard presentation catalog delivered with Oracle BI applications.

6. Examine the services that control the Siebel Marketing applications. a. Select Start > Programs > Administrative Tools > Services, or double-click the Services

icon on the desktop. b. In the Services window, scroll to locate the Siebel Gateway Name Server service and

click Start if the status is not started. c. In the Services window, scroll to locate the Siebel Server [ousrvr_1] service and click

Start. This may take several minutes to finish. d. In the Services window, scroll to locate the IIS Admin Service and click Start if the

status is not started. e. Allow the machine to start up the services, which can take up to three minutes.

7. Log in to the Marketing application. a. Select Start > Programs > Internet Explorer. b. Navigate to http://localhost/marketing_enu. Localhost is the host name of the Web server,

and marketing_enu is the application and language. (enu = American English.) The Login screen may take a minute or two to load the first time.

c. Enter the following and click the Login button: User ID MMAY

Password MMAY

8. Verify communication between the BI Server and the Siebel Server to display Analytics dashboards in the integrated user interface a. Click the Marketing Analytics tab. b. Verify that a dashboard page opens. (This may take a while when opening for the first

time).

Solution 4 Exploring Architecture Components and Files

Answers

2.c. Which repository was loaded? OracleBIAnalyticsApps.rpd

3.c. What do you see? One repository, OracleBIAnalyticsApps.rpd, is visible. Star is a logical name for the repository, as opposed to OracleBIAnalyticsApps.rpd, which is the physical name. “Star” has no significance; any logical name can be used.

3.d. What is the significance of this parameter? This is the name of the repositories that can be loaded into memory when the Oracle BI Server is started.

3.f. Based on your understanding of cache files, what can you derive from this parameter value? Query results will be cached on the Oracle BI Server.

Lab 5 Creating Simple Segments

Goals To learn how to create simple segments, update the counts, and save your work

Scenario In this exercise, you create several simple segments and save them for future use.

Time 30 minutes

Instructions:

1. Log in to the Marketing application. a. Select Start > Programs > Internet Explorer. b. Navigate to http://localhost/marketing_enu. c. Enter the following and click the Login button:

User ID MMAY

Password MMAY

2. Build and verify an Active Email Contacts segment. a. Click the Segments tab. b. Select the Contacts target level from the right side. c. The Customer Profile_segmentation subject area is selected by default. Navigate to the

Contact or Prospect > Contact Profile folder and select the Active Flag field to add a criteria block.

d. In the Create/Edit Filter dialog box, select the is equal to/is in operator, enter a value of Y, and click OK.

e. In the Edit Criteria Block dialog box, click OK. f. Select the Never Email Flag field from the left panel, select the is not equal to/is in

operator, and enter a value of Y. Then click OK. g. In the Edit Criteria Block dialog box, click OK. h. In the left selection panel, navigate to the Contact Address folder and select the Email

Address field to add another criteria block. i. In the Create/Edit Filter dialog box, select the is not null operator and click OK. j. In the Edit Criteria Block dialog box, click OK. k. From the Count menu, select All Counts. l. Click the Update Counts button and click OK in the Update Counts dialog box. m. Verify that you get Gross and Cumulative counts for your segment.

n. Click the Save icon in the upper right to save your segment. Use the Create Folder button ( ) in the “Choose folder” dialog box to add a new folder under My Segments named <your name>.

o. Save your new segment as Active Email Contacts in this folder.

3. Build and verify another contacts segment by country.

a. Use the New Segment button and select the Contact target level. b. Create a new segment of contacts that live in English-speaking countries (USA, Ireland,

and United Kingdom). Note that Ireland is not currently a database value; so instead of using All Choices, enter it directly.

c. Use the Account > Address > Country Column for your criteria block. d. Update counts. e. Name the segment EN Contacts and save it in your folder. (Use the icon .)

4. Note that the final segment count at the lower right of the designer is hyperlinked. Drill down on this number. What happens? __________________________________________________________________ __________________________________________________________________ Hint: Click No when asked for saving. Select Profile in the Choose Profile Dashboard.

5. How could this feature be valuable? __________________________________________________________________ __________________________________________________________________

Solution 5 Creating Simple Segments

Answers

4. What happens? The members of the segment are displayed in the Interactive Dashboards.

5. How could this feature be valuable? You can validate the segment’s content.

Lab 6 Creating a Simple Segment with Grouping

Goals To create a segment by using special features, including different target levels, groups, and nested segments

Scenario In this exercise, you create the following segment: EN contacts whose job title begins with “VP” or “Sales” or who have associated opportunities.

Time 35 minutes

Instructions:

1. If necessary, log in to the Marketing application. a. Select Start > Programs > Internet Explorer. b. Navigate to http://localhost/marketing_enu. c. Enter the following and click the Login button:

User ID MMAY

Password MMAY

2. Create a segment that uses groups. a. Click the Segments tab. b. On the Segment Designer start page, open the saved EN Contacts segment.

i. In the left selection panel, select your folder under the My Segments folder. ii. Select the EN Contacts segment.

c. The Customer Profile_segmentation subject area is selected by default. Navigate to the Contact or Prospect > Contact Profile folder and select the Job Title field to add a second criteria block.

d. In the Create/Edit Filter dialog box, add criteria for Job Title contains any CEO or VP. i. From the Operator drop-down list, select contains any. ii. In the Value field, enter CEO. iii. Click Add, and then select Value from the menu. iv. In the Value field, enter VP.

e. Click OK. f. Click OK. g. In the left selection panel, select the Opportunity Contact_segmentation subject area. h. Navigate to the Facts folder and select the # Contacts field to add a third criteria block. i. In the Create/Edit Filter dialog box, add criteria for # Contacts is greater than or equal

to 1. j. Click OK.

k. Click OK. l. Change the operator for this third block to Add.

i. Click the Keep hyperlink in the third criteria block. ii. Select Add from the drop-down list.

m. Click Update Counts and verify that you get Gross and Cumulative counts for your segment. Note the final count.

n. Group the second and third blocks—drag the third criteria block onto the second criteria block to group them.

o. Click Update Counts again and note the counts. p. Name the new segment EN VIPs and save it in your folder. Remember that when you

update counts before saving, the new counts will be saved with the segment criteria. Note that you can check how recently the counts were updated by placing the cursor over the count blocks.

3. Add another target level to the segment. a. Scroll down in the left selection panel and click the Select Another Target Level button

to create a segment at the Accounts target level. Click OK to save your current segment. b. Create a segment of accounts with total order revenue greater than 100 and update counts.

(Hint: The Total Order Revenue column is available in the Orders_segmentation subject area. Select Facts > Order Header Facts > Total Order Revenue). Note the counts for the segment.

c. Save the segment as Revenue greater than 100. d. Use the link at the upper left of the screen to navigate back to the original EN VIPs

segment. You might be prompted to save your new Accounts segment and to include the new segment in the original.

e. Update counts again for the original segment and note the difference in gross counts for the nested segment.

f. Change the value of Keep to Add for the new segment criteria block. g. Save your work by clicking the Save button.

Lab 7 Creating a Segment Tree with an Eligible Audience

Goals To create a new segment tree and define its eligible audience and target cells

Scenario In this exercise, you define a segment tree eligible audience and create segment tree target cells.


Instructions:


User ID MMAY

Password MMAY

2. Create a segment and use it as a segment tree eligible audience constraint. a. Click the Segments tab to navigate to the Segments screen. b. Open your existing Active Email Contacts segment.

i. Open your folder under My Segments by clicking it. ii. Select the Active Email Contacts segment.

c. Delete the second and third criteria blocks. (The “never email” flag is not Y and the email address is not null.)

d. Click the Save icon and save as a new segment named Active Contacts.

3. Set up the eligible audience. a. Click the Segment Tree Designer link. b. In the Segment Tree Designer, select the Contacts target level to create a new tree. c. Click the Add button in the Eligible Audience section to select the new Active Contacts

segment. i. In the “Add additional constraints to the Eligible Audience” dialog box, click

Browse. ii. In the Choose Segment dialog box, select the Active Contacts segment and click

OK. iii. Click OK to close the “Add additional constraints to the Eligible Audience” dialog

box.

Now all tree branches will be constrained to include only active contacts.

4. Create segment tree target cells. a. In the left selection pane, pick the Active Email Contacts segment to add it to the

segment tree. b. Click the Menu button and select Split/Sample to split the members of the Active

Email Contacts branch into target cells. c. In the Apply Split/Sample dialog box, split the cells by country.

i. From the drop-down list, select the Value sampling method. ii. In the left selection panel, select the Account Country field from the Customer

Profile_segmentation subject area. Hint: In Customer Profile_segmentation, select Account, Address, and Country.

d. Split the contacts into three groups by country: USA, Ireland, and the United Kingdom. i. In the Apply Split/Sample dialog box, select Selected Values. ii. Enter 3 in the “Split into groups” text box. iii. Click the Filter icon for Group 1. iv. In the Create/Edit Filter dialog box, add criteria for Country is equal to / is in

USA. v. Click the Filter icon for Group 2. vi. In the Create/Edit Filter dialog box, add criteria for Country is equal to / is in

Ireland. vii. Click the Filter icon for Group 3. viii. In the Create/Edit Filter dialog box, add criteria for Country is equal to / is in

United Kingdom. ix. Click OK to close the Apply Split/Sample dialog box. Note that a fourth remainder cell is created automatically.

e. Click the Update Counts button to see how many individuals are in each target cell. Note that using the All Counts option allows you to view more counts. Also note that the counts are different than in the Segment Designer.

f. Save the segment tree in your folder as Email Country Split.

Lab 8 Using a Segment Tree in a Program Stage

Goals To link your program and segment tree from previous labs by using the program flow and allocation views

Scenario In this exercise, you: – Add a segment tree to a marketing program stage – Allocate target cell members to individual campaigns


Instructions:


User ID MMAY

Password MMAY

2. Add a segment tree to a program stage. a. Click the Programs tab to navigate to the Programs screen. b. Click the New button to create a new program and name it PCS Product Launch. c. Press Ctrl + S to save the new program. d. Drill into the PCS Product Launch program. e. In the flowchart editor, drag a Campaign onto the workspace. f. In the Pick Campaign list, click New. g. Enter Roadshow Invite - <Your First Name> as the name. h. Click OK. i. Click OK. j. Click the Roadshow Invite campaign icon, and then drag a Segment Tree from the

palette onto the program flow workspace. (Drop it a little to the right of the campaign.) k. In the Pick Segment Tree picklist, click the New button. l. In the Pick Segment Tree dialog box, click the Picklist icon in the Location field to select

your segment tree. m. In the Pick Segment Tree picklist, drill down on the MMAY folder, then drill down on

your folder, and select the Email Country Split segment tree. n. Click OK. o. Now you have mapped your tree from Oracle BI into the Siebel OLTP for use in a

program. You can rename it or give a description if you want, and then click Save.

p. Click OK in the Pick Segment Tree picklist to use this newly mapped tree in your program.

3. Create a test offer and treatments. a. Click the Offers screen. b. Create a new offer named PCS Test Offer 1. c. Set the Type to Other. d. In the Treatments list at the bottom of the view, add two treatments named PCS Test

Treatment 1-1 and PCS Test Treatment 1-2. Set the Channel for both treatments to Email.

4. Allocate target cell members to specific campaigns. a. Use the browser’s Back button to return to the Program Flow Designer. b. Double-click the Campaign icon. c. In the Offers list, click New and select the PCS Test Offer 1 that you created in step 3. d. In the Treatments list, click New and add both treatments to the campaign. e. Use the thread bar to navigate back to the Program Flow Designer. f. Double-click the new segment tree icon, or alternatively, select it and click the Allocate

Segment Tree button. The allocation matrix is displayed next to a visual representation of your segment tree with its saved counts. g. The Offer and Treatments names are displayed as columns in the matrix. Select the check

boxes to associate each branch to a treatment. Allocated counts appear at the bottom. h. Click the Save button to save your allocations.

Notice the buttons at the top of the Allocation applet: The Edit Tree button allows you to go directly to the Segment Tree Designer to edit the tree. The Refresh Tree button allows you to update the tree and count information if the tree has been edited since the allocation was last saved.

i. Return to the Program Flow by using the browser’s Back button.

Lab 9 Creating a Marketing Plan Using iHelp

Goals To create a marketing plan with tactics and budget requests and submit for approval

Scenario In this exercise, you launch the iHelp task pane and follow the guidance provided to create a new marketing plan.


Instructions:


User ID MMAY

Password MMAY

2. Create a marketing plan for the EMEA region in the current year. a. Click the Marketing Plans tab. b. Click the How do I? icon to open the iHelp task picker pane. c. Select the Create a Marketing Plan task. d. Click the hyperlinked text in the first iHelp step. e. Enter data as requested for the iHelp step 1: Click the New button and enter the following:

Plan Name <enter current year> EMEA Plan

Type Regional

f. Click the hyperlinked text in the second iHelp step. g. Enter data as requested.

i. Set an appropriate planning period for the marketing plan. ii. Set Region to EMEA.

h. Click the iHelp step 3 to add goals to your plan. Note that there are already some goals present due to a previously defined goal template for this type of plan.

i. In the iHelp step 4, create a new Program tactic. i. Click the Plan Tactics tab. ii. Click the New button in the Plan Tactics list. iii. Name the program PCS Product Launch 6-1.

iv. Select Program as the type. j. In the iHelp step 5, create a new budget request and associate your new program to it in

the bottom applet. i. Click New in the Budget Requests view. ii. Name the budget request Product Launch 6-1 and enter a planning period. iii. Drill into the Product Launch 6-1 budget request to navigate to the Budget Requests

screen. Note: You have left the flow of the iHelp task, but it remains open and available. iv. In the top applet, change the Approval Status field value to Submitted. v. In the Pick Employee dialog box, enter MMAY in the To Employee field. (You are

sending this request to yourself, but this is for lab purposes only.) vi. Enter a comment and click Send.

k. Navigate to the Home page and look in My Approval Inbox. Drill into the Product Launch budget request record to go directly back to the Marketing Plan record. Note the approval history.

l. Close the iHelp pane.

Lab 10 Creating a Program and Loading a Campaign

Goals To create a Marketing Program and load a campaign within the program and view the system task log

Scenario In this exercise, you:

• Create a Marketing Program

• Associate segments with campaigns in the program

• Load a campaign


Instructions:


User ID MMAY

Password MMAY

2. Create a Marketing Campaign. a. Click the Campaigns tab to navigate to the Campaigns screen. b. Click New to create a new campaign. c. Enter Roadshow Invite – EN as the campaign name. d. Enter the current year as the execution period.

3. Create a Marketing Offer. a. Click the Offers tab to navigate to the Offers screen. b. Click New to create a new offer. c. Enter PCS Roadshow 6-2 as the name. d. Enter Awareness as the type. e. Click the Treatments view tab. f. In the Treatments list, click New to add a new treatment. g. Enter Roadshow Email Follow-up 6-2 as the name. h. Enter Email as the channel. i. Click New to create another treatment. j. Enter Roadshow Telesales Follow-up 6-2.

k. Enter Phone as the channel.

4. Create a marketing program. a. Click the Programs tab to navigate to the Programs screen. b. Click New and create a new program named PCS Product Launch 6-2. c. Drill down on the new program to navigate to the Program Flow view. Note that there are

no details on this program because you just created it. d. Click the Program Details tab. Notice all the details that can be entered for the program. e. In the upper form, set the region for the program to EMEA.

5. Add a campaign to the PCS Product Launch 6-2 program. a. Click the Programs tab and drill down on the PCS Product Launch 6-2 program. b. Click the Design tab. c. In the Program Flow window, select and drag a Stage from the palette into the window

and select it. d. Drag a Campaign from the palette into the window. Drop it a little to the right of the

stage icon. e. From the Pick Campaign picklist, select Roadshow Invite – EN. f. Associate your EN Contacts segment to the Roadshow Invite - EN campaign.

i. Click the Roadshow Invite - EN campaign to select it. ii. Select and drag a segment from the palette into the designer window, and drop it a

little to the right of the campaign. iii. In the Previously Used Segment picklist, click the Choose a new Segment button to

navigate to your folder. Note: This may take some minutes when done for the first time.

iv. In the next dialog box, select your EN Contacts segment and add it to the previously used segments. (1) In the Location field, click the Picklist icon. (2) In the Pick Segment picklist, drill down on the MMAY folder. (3) Drill down on your folder. (4) Select the EN Contacts segment and click OK. (5) In the Reference Name field of the Previously Used Segments dialog box, add

your name to the EN Contacts reference to make it a unique reference. v. The segment name now appears in the Previously Used Segments dialog box. You

have now mapped your segment from the Marketing Server into the Siebel database for use in a program. You can rename it or give a description if you want, and then click Save.

vi. Click OK in the Previously Used Segments picklist to insert this newly mapped segment into your program.

g. Now add an offer to your Roadshow Invite - EN campaign. i. Double-click the Roadshow Invite - EN campaign icon to navigate to the

Campaign Design view. ii. Add a new offer by clicking the New button in the Offers List applet.

iii. Select PCS Roadshow 6-2 from the Offers picklist applet. iv. Navigate to the Treatment view in the bottom and add the two treatments:

Roadshow Email Follow-up 6-2 and Roadshow Telesales Follow-up 6-2.

6. Now allocate your segments to the treatments. a. Click the Segment/lists link.

i. Click the Add Segment button. ii. In the Previously used Segments list, click the Choose a new Segment button. iii. In the Location field, click the Select button. iv. Navigate to your folder and select the EN VIPs segment. v. Click OK. vi. In the Reference Name field, append your name to the segment to make it a unique

reference. vii. Click Save. viii. In the “Previously used Segments” list, click OK. You have now registered your

segment in the Siebel database and associated it with the campaign. b. Allocate segments to treatments.

i. Navigate to the Allocation applet in the bottom. ii. Allocate the EN Contacts segment to the Email Treatment. iii. Allocate the EN VIPs segment to the Phone Treatment.

Notice that the Allocated value change. iv. Click the Save button.

7. Load a campaign. a. Load the Roadshow Invite - EN campaign by clicking the Load Campaign button at the

Campaign applet. b. Click OK in the Load Campaign dialog box. c. Navigate to the Execute > System Tasks view. d. Click the Refresh button to monitor the status of the load task.

The process may take a few minutes to complete. e. After the process is completed, navigate to the Execute > All Contacts/Prospects Across

Organizations view to see the contacts added to the campaign. Did you get the right number of contacts? __________________________________________________________________

Solution 10 Creating a Program and Loading a Campaign

Answers

7.e Navigate to the Execute > All Contacts/Prospects Across Organizations view to see the contacts added to the campaign. Did you get the right number of contacts? Yes.

Lab 11 Creating a Vendor List Format

Goals To create a new export format for a campaign vendor

Scenario In this exercise, you create a new file format that could be used to send a list to a campaign vendor.


Instructions:


User ID MMAY

Password MMAY

2. Create a Preview folder in the file system to store preview lists. a. Select Start > Programs > Accessories > Windows Explorer. b. In Windows Explorer, navigate to C:\sia80\siebfile\Marketing. c. Verify the existence of a folder named Preview. d. If the folder is not present, create it.

3. Create a list format. a. Navigate to Site Map > Administration - Marketing > List Formats. b. Select the Marketing Contact List subject area from the right side of the screen. c. For this list format, you select columns from the transaction database to get the latest

customer profile. Open the Contacts (Transaction Database) folder in the left selection panel.

d. Select the following columns: First Name Last Name Street Address City Postal Code Country Work Phone Number

e. Sort the list by postal code, and then by last name. (Click the icon first on the Postal

Code column, and then on the Last Name column.) f. Make the street address and city all uppercase.

i. Click the icon on the Street Address column. ii. In the Column Properties dialog box, under Column Format, select Upper Case from

the Casing drop-down list.

iii. Click OK. iv. Click the icon on the City column. v. In the Column Properties dialog box, under Column Format, select Upper Case in the

Casing drop-down list. vi. Click OK.

g. Add a filter that constrains the list to only members of a certain campaign. i. In the left selection panel, open the Campaign History (Transaction Database)

folder and select Campaign Id. Note: Values for Campaign Id are to be determined at run time, so set up this column to be filtered by an argument (System Data) passed by the list generation.

ii. Click the icon on the Campaign Id column. In the Create/Edit Filter dialog box, click the Add button and select System Data from the menu. In the System Data menu, select the Campaign Id expression.

iii. Click OK to close the Create/Edit Filter dialog box. h. Note that a filter now appears at the bottom of the view: Campaign Id is equal to / is in

@{campaignID}{}

i. Now, click the icon on the Campaign Id column to remove it from the displayed output columns. (The filter will remain.)

j. Click the Options tab and set the following options: Purpose List Export Delimited Selected End of Field Delimiter Comma Text Qualifier None Include Column Headers Selected

k. Enter headers and footers for your list format.

i. Click the “Header and Footer” tab. ii. Enter some header text, such as the following:

This is my new list format. This list is for the following Campaign:

iii. Add some System Data to the header. Place your cursor at the end of the second line of the text, click the Available System Data link, and select Campaign Name.

iv. Repeat this by adding another line of text:

The list was created on the following date:

v. Add the Current Date and Time expression to the end of the third line. (The header was created on the following date: ‘@{currentDatetime}{}’.)

vi. Ensure that you press Enter at least once to ensure that there is an end-of-line character at the end of the header.

l. Save the list format in your personal folder as Test Vendor List Format.

4. Create a new offer for testing purposes. a. Navigate to the Offers screen. b. Create a new offer named Upsell Offer A.

Note: If you receive an error message indicating that the offer code already exists, press Esc to undo your changes and create another offer record.

c. Set the Type to Other. d. Add a direct mail treatment named Photo Printer Upsell Direct Mail Treatment A to the

offer.

5. Test your list format with a campaign. a. Click the Campaigns tab. b. Click the New button to create a new campaign and name it Test Vendor List Format. c. Drill down on the campaign and click the Design tab of the second applet. d. Click the Offers link and then the New button to add a new Offer. e. Select Upsell Offer A from the Offers picklist

f. Click the New button in the Treatments view. g. Select Photo Printer Upsell Direct Mail Treatment A from the Treatments picklist. h. Click the Segments/Lists link. i. Click the Add Segment button. j. From the Add Segment picklist, select the EN VIPs segment and click OK. k. Select the Allocate check box to allocate the EN VIPs segment to the treatment. l. Click the List Distribution link on the Execute tab. m. Create a new record in the middle list applet and select a vendor.

i. Click the New button. ii. In the new record, click the Vendor picklist icon. iii. From the picklist, select Copy Center and click OK.

n. Select your list format for the export. i. Click the Export List Format picklist icon. ii. In the Pick Export List Format picklist, navigate to the Test Vendor List Format in

your personal folder and click OK (/users/mmay/Test Vendor List Format). o. From the upper Campaign applet’s menu, select Load Campaign. p. Click OK in the Load Campaign dialog box. q. Click the Execute tab and monitor the campaign load in the System Tasks view. r. Give the job a few seconds to run and click the Refresh button to monitor the task details. s. After the campaign load is complete, navigate to the “All Contacts / Prospects across

Organizations” tab to verify the load. t. From the upper Campaign applet’s menu, select Launch Campaign. u. Monitor the task on the Execute tab in the System Tasks view. v. When the task is complete, navigate to the List Distribution view. Click the Refresh

button in the bottom applet to verify that the list appears. Click the hyperlink to open the file and view the contents.

6. Use fixed-width formatting in your list format. a. From the applet menu on the upper form (Campaign), select About Record. b. In the About Record dialog box, locate the Row #. Write down the Row # for the

campaign record and click OK to close the dialog box.

__________________________________________________________________ c. In the middle list applet, drill down on the hyperlink for the Export List Format. d. Click the Options tab and select Fixed Width. e. Click the Columns tab and click the icon for the first column. f. In the Column Properties dialog box, notice that there is now a Width field. Enter a width

for each column in your list format. g. Click the Preview tab. Ensure that there is a Destination Folder Path displayed. h. You need to provide the Campaign Id as an argument for your preview test. Click the

Add button and select System Data. Select Campaign Id from the menu. Enter the Campaign Id from the previous step in this lab.

i. Click Generate List Files. When you get a result link, click it to preview the new layout.

j. Note the differences from the previous task.

7. Use text qualifiers in your list format. a. Click the Options tab and set back to Delimited. b. Select the Text Qualifier option with “ ”. c. Go to the Preview tab again and click Generate Preview. Notice that every value is now

wrapped in double quotation marks.

Lab 12 Creating Internal Lists

Goals To use the target list feature of Siebel Industry Applications to create a list of contacts

Scenario You want to use existing contacts for marketing campaigns.

Time 20 minutes

Instructions:


User ID MMAY

Password MMAY

2. Activate List Management workflows. Note that this task is typically carried out by administrators a. Navigate to Site Map > Administration – Business Process > Workflow Deployment. b. Query for workflows with the name SLM*. The query should retrieve four workflows. c. Press Ctrl + A to select all records. d. Click Activate.

3. Navigate to Site Map > Contacts > Contacts List.

4. Select “All Contacts Across Organizations” from the Visibility drop-down list.

5. Click Query and enter the following criteria:

State CA

Email IS NOT NULL

Contact Method E-Mail

6. Click Go.

7. In the toolbar, click the Save Target List button. a. Enter E-Mail Contacts 8-1 for List Name. b. Deselect Private Flag. c. Click Save and Edit.

8. Drill down on the list name and verify that the contacts are now members of the new list. You can use the target lists to load campaigns as you could use external lists or segments.

Lab 13 Importing External Lists

Goals To use the list import feature to create a list of prospects

Scenario You want to use external prospect lists for marketing campaigns.


Instructions:


User ID MMAY

Password MMAY

2. Import a test list of email contacts. a. Navigate to Sitemap > List Management > Lists. b. Create a new record called AAAList. c. In the File Name field, click the Select button. d. Click the Browse button and navigate to c:\labs. e. Select the AAAlist.txt file. f. In the list applet, drill down on the AAAList record. (Hint: Click the list name.) g. Click the List Import tab. h. Scroll down to the bottom of the view. i. Use the drop-down lists in the column heading to map the columns to Last Name, First

Name, Email Address, Job Title, and Account respectively. j. Click Save as New. (A new list import format is created.) k. Click the List Import Formats link. (Hint: The link is located below the List

Management screen tab.) l. Select the newest list import format (the one you created in step j). m. In the List Import Mappings list, select the Exact Match Column flag for First Name,

Last Name, and Email Address. n. Return to the AAAList list. (Hint: Use the browser’s Back button.) o. If necessary, click the List Import view tab. p. Click the Launch Import button in the middle form applet. q. Click the Refresh button and monitor the List Import Status Message until it shows

Successfully Imported.

r. Click the List Contacts and Prospects tab and verify that three prospects have been imported.

Lab 14 Entering Campaign Responses

Goals To enter responses for launched campaigns

Scenario In this exercise, you provide the response data for a campaign to demonstrate closed-loop marketing.

Time 20 minutes

Instructions:


User ID MMAY

Password MMAY

2. Enter the response data for a campaign. a. Click the Campaigns tab. b. Query for the Roadshow Invite – EN campaign and drill down on it. c. Click the Track Results tab. d. In the Responses list, click New and enter the following.

Response Type Email Reply

Description More info requested

Contact Last Name <Select a contact from the picklist.>

Offer Name <Select the first offer from the picklist.>

Treatment Name <Select the email treatment from the picklist.>

Response Method Email

e. Use Ctrl + S to save the record. f. Use Ctrl + B to copy the record. g. Select a different contact for the new record. h. Repeat steps e through g until you have 10 response records.

Lab 15 Loading the Business Analysis Warehouse

Goals To run an ETL execution plan to load Marketing Data into the Business Analysis Warehouse

Scenario The Business Analysis Warehouse contains data for Marketing Analytics.

Time 60–80 minutes (Note: Run this lab over lunch break if possible. When the ETL is running, continue with the next lesson.)

Instructions:

1. Double-click the Start DAC Server shortcut on the desktop. a. A DOS window appears with messages. Do not close this window.

2. Double-click the Start ETL shortcut on the desktop.

3. Monitor the DAC server output window for any errors and notify your instructor if errors occur.

4. You can also use the Get ETL Status shortcut on the desktop to obtain information about the current status of the ETL run.

5. The ETL run will take approximately 60 to 80 minutes to complete, depending on the hardware. When the ETL run is complete, double-click the Stop DAC Server shortcut on the desktop and wait for the DAC server to shut down (approximately, 10 seconds).

6. Close the DAC Server window.

Lab 16 Analyzing Campaign Responses

Goals To use the Marketing Analytics dashboard to analyze the response data

Scenario The Business Analysis Warehouse contains updated data for Marketing Analytics.

Time 20 minutes

Instructions:

1. Double-click the Start Siebel Marketing (3 min) shortcut on the desktop. a. Wait for all processes to start up.

2. Double-click the Purge Oracle BI Server Cache shortcut on the desktop. a. Wait for the command window to close.

3. Log in to the Marketing application. a. Select Start > Programs > Internet Explorer. b. Navigate to http://localhost/marketing_enu. c. Enter the following and click the Login button:

User ID MMAY

Password MMAY

4. Navigate to the Marketing Analytics screen tab.

5. Click the Campaigns link.

6. Click the Responses tab.

7. From the Campaign Name drop-down list, select the Roadshow Invite – EN campaign and click Go.

8. Inspect the information on the dashboard that gives you insight on nonresponders and responders of the selected campaign. Verify that the information matches the number of responses that you entered in a previous lab. A high ratio of nonresponders is due to the fact that in the previous lab, you entered only a limited number of responses. Note that this would be different in a real-life project.

Lab 17 Building Personalized Email Templates

Goals To build an email offer template by using personalization features

Scenario Use various personalization features to create and then update an email template to target a variety of customers and collect responses from them.

Time 50 minutes

Instructions:

1. Start the following Windows services: a. Siebel Email Sending Daemon b. Siebel Bounce Handling Daemon c. Siebel Click Through Daemon


User ID MMAY

Password MMAY

3. Add a new merge field to Email Personalization Format so that it can be used for personalization rules. a. Navigate to Site Map > Administration – Marketing > List Formats. b. From the folders in the left selection panel, open the example Email Personalization

format in Shared Email Server Formats > Marketing > Example List Formats > Email Personalization - Contacts - OLTP example.

c. Click the link for the first data set in the top of the screen. d. You should see columns from Contacts (Transaction Database) and Campaign History

(Transaction Database).

e. Add a column for Job Title from the Contacts (Transaction Database) folder. f. Click the link for the second data set. g. You should see columns from Prospects (Transaction Database) and Campaign History

(Transaction Database). h. Add a column for Job Title from the Prospects (Transaction Database) folder. i. Click the Combined Results link. Notice that all the columns have their headings

removed, except your new column. j. Click the Format icon (pointing index finger) of the Contacts (Transaction Database) Job

Title column. In the Column Properties dialog box, delete the value Contacts (Transaction Database) from the Table Heading field, so that there is no table heading.

k. Click OK to close the Column Properties dialog box.

l. Repeat steps c through k for the Primary Account Name column. m. Save the Email Personalization format as your own version.

4. Upload an HTML file for Email Personalization. a. Click the Offers tab. b. Click the Treatment Templates link. c. Click New File. d. Browse to c:\labs and select the Newsletter.html file. e. After the file is uploaded, rename the new template PCS Email Mktg Template.

5. Associate the HTML file with a new treatment. a. Click the All Offers link. b. In the Offers list, click New and enter the following:

Name PCS Announcement

Type Up-Sell

c. Click the Treatments tab. d. In the Treatments list, click New and enter the following:

Name PCS Announcement per email

Channel Email

e. Drill down on the treatment and click the Edit Email tab. f. In the upper form applet, enter Test Email Marketing Server in the Subject

Text field. g. Click New in the middle list applet. h. Click the picklist icon in the Template Name field. i. In the Pick Treatment Template picklist, select PCS Email Mktg Template and click

OK. The template is automatically displayed in the Template Content Workspace.

6. Associate your email personalization list format with the Email Announcement Treatment. a. Click the Treatment Details tab. b. Click the picklist icon for the Personalization Format field. c. In the Personalization Data Format picklist, drill down on the folders to navigate to the

email personalization format that you created in step 3m, and click OK.

7. Personalize the email template to greet each contact. a. Click the Edit Email tab to go back to the Template Content Workspace. b. Begin the email with a greeting to the contact by first name, last name, and job title.

Position the cursor after the word “Dear” and remove the text that acts as a placeholder for the customer name. i. Select Merge Fields from the Personalization Categories drop-down list. Notice that

[Field: Job Title] appears because you added it your email list format. ii. Select [Field: First Name] and click Insert to insert the field in the template. iii. Repeat set ii. insert [Field: Last Name] and [Field: Job Title] and [Field: Primary

Account Name] to complete the greeting.

8. This campaign announces that Oracle University has new course offerings and tries to drive customers to the OU Web site for more information. a. Associate the OU Web site URL with the email offer.

i. Click the Advanced tab. ii. Click the Related URLs link. iii. Click New and enter the following:

Name Education Portal

Channel http://education.oracle.com

b. Add the URL.

i. Click the Edit Email tab. ii. Highlight the text Education Portal (http: ….) in the Email editor window. iii. Select Related URLs from the Personalization Categories drop-down list. iv. Select Education Portal and click Insert.

9. Add a One-Click Unsubscribe link. a. Select Response Forms from the Personalization Categories drop-down list. b. Select Response: One Click Unsub. c. Place your cursor at the bottom of the content and replace the placeholder for the opt-out

link with the following text: Click here if you wish to be removed from our mailing list:

d. Click Insert to add the link.

10. Add a Forward-to-a-Friend link. a. Select Response Forms from the Personalization Categories drop-down list. b. Select Response: Forward to Friend. c. Place your cursor at the bottom of the content and replace the placeholder for the FTF link

with the following text: Forward this message to a friend:

d. Click Insert to add the link.

11. Click Save Template to save the template. Note: On some occasions, a dialog box prompting you to enter the username, password, and domain to upload the images might appear several times. If this happens, use the “X” icon on the upper-right corner of the dialog boxes to close them.

12. Click the Verify and Preview button. Note: On some occasions, a dialog box prompting you to enter the username, password, and domain to upload the images might appear several times. If this happens, use the “X” icon on the upper-right corner of the dialog boxes to close them.

13. Enter values for First Name, Last Name, Job Title, and Primary Account Name in the Enter Example Merge fields picklist.

14. Click OK.

15. Verify that your example values have been merged into the template.

16. Place your cursor over the Education Portal link.

Note that the URL displayed in the browser status bar points to the local Click Through Daemon (CTD), which means that clicks on that link can be tracked as responses.

17. Click the One Click Unsub link.

18. Verify that you receive the message: “You have been unsubscribed.”

19. Create a list of prospects to test your email marketing template. a. Navigate to Sitemap > List Management > Lists. b. Create a new record called AAA Email Test List. c. Click the Prospects link below the List Management screen tab. d. Create three new prospect records by entering the following data.

First Name Last Name Email Job Title Account Steve Gates [email protected] CIO Acme Corp.

John Doe [email protected] IT Director Acme Corp.

Wrong Email [email protected] Test Job Title

Test Account

e. Use Ctrl-click in the list applet to select the three records you just created. f. Click the Add to List button. g. Select AAA Email Test List. h. Click OK. i. Click the Lists link below the List Management screen tab. j. Drill down on AAA Email Test List. k. Verify that the three prospect records are associated with the list.

20. Create and load a test campaign. a. Navigate to the Campaigns screen. b. Create a new campaign named AAA Test Campaign. c. Add the PCS Announcement offer to the campaign. d. Add the PCS Announcement per email treatment to the campaign. e. On the Segments/List tab, click the Add List button. f. Add the AAA Email Test List that you created in the previous step. g. In the Allocation applet, select the check box to allocate the list members to the treatment. h. Click Load Campaign in the campaign form applet. i. Click OK. j. Click the Execute view and monitor the load process. k. When the load is complete, navigate to the “All Contacts/Prospects across Organizations”

view and verify that three prospects have been loaded.

21. Launch the test campaign. a. Click the menu button in the campaign form applet. b. Select Launch Campaign. c. Click OK. d. Click the Execute view and monitor the Campaign Launch and Wave Launch processes.

22. Verify the delivery of emails. a. Open Outlook Express. (Hint: Select Start > Run and enter msimn.exe if there is no

shortcut available.) b. If necessary, click Send/Receive. c. Verify that a new email has arrived for Steve Gates. d. Open the email and verify that the content displays Steve’s name. e. Select View > Display as HTML to view the HTML version of the email message. f. Click the Education Portal link.

Note: If your PC does not have an Internet connection, you will receive an error message. g. Close the browser window. h. Click the One Click Unsubscribe link. i. Observe the message and close the browser window. j. Click the Forward to a Friend link and enter your personal information in the form. k. Submit the form.

l. In the Siebel Marketing application, navigate to the AAA Test Campaign and click the Track Results tab.

m. Verify that response records are present, indicating that Steve Gates requested to unsubscribe from the mailing list, as well as clicked the URL and forwarded to a friend. (Hint: You may have to refresh the list.)

n. Navigate to the “All Contacts/Prospects across Organizations” view and check the status of the prospects. Verify that Status, Email Bounce Type, and Email Bounce Reason Code indicate success or failure of the mailing.

o. Verify that a new prospect has been added to the list.

Lab 18 Managing Events

Goals To create Event Plans and manage events, and create an invitation offer to direct customers and prospects to the eEvents Web site

Scenario You want to verify the Siebel event management functionality.

Time 35 minutes

Instructions:


User ID MMAY

Password MMAY

2. Navigate to the Events screen.

3. Click New in the My Event Plans list and enter the following:

Event Plan Name PCS Laptop Roadshow

Type Deal Roadshow

Region USA

Planned Start 1st of December of the current year

Planned End 31st of January of next year

Organization Default Organization (add to the list)

4. Drill down on the event plan name.

5. Click the Schedule view tab.

6. Click New in the Events list and create the following event.

Event Name NY Event

Type Deal Roadshow

Start Date 1st of December of the current year 10:00

AM

End Date 1st of December of the current year 16:00 PM

Venue Marriott Marquis – NYC

Status Launched Display on Website Selected (Hint: Use the Details tab to enter this.)

7. Repeat step 6 to create another event.

Event Name BOS Event

Type Deal Roadshow

Start Date 2nd December of the current year 10:00 AM

End Date 2nd December of the current year 16:00 PM

Venue Ritz-Carlton – Boston

Status Launched Display on Website Selected (Hint: Use the Details tab to enter this.)

8. Select the NY Event.

9. Click New in the Sessions list and create the following sessions. a. Reception from 10:00 to 11:00 AM b. Seminar Part 1 from 11:00 AM to 12:30 PM c. Lunch from 12:30 PM to 14:00 PM d. Seminar Part 2 from 14:00 PM to 16:00 PM

10. Verify your work by drilling down on the NY Event. a. Click the Schedule tab. b. Click the Session Time Line link. c. In the date field, enter the first of December of the current year and click Go. d. Scroll in the timeline area to verify the sessions.

11. Create an offer and an email treatment to invite potential customers to the NY Event. a. Navigate to the Offers screen. b. Click the Treatment Templates link. c. Click the New File button and select the C:\labs\Invitation.html file. d. Change the name to PCS Invitation Template. e. Click the All Offers link. f. Create a new offer named PCS Laptop Roadshow Offer and set the type to Acquisition. g. In the Treatments list, create a new Email treatment named PCS Laptop Roadshow

Invitation Email. h. Drill down on the treatment and click the Advanced tab. i. In the Product field, click the Select button.

i. Query for PCS*Laptop in the Available list. ii. Select all result records. iii. Click Add to add the products to the treatment.

j. In the Price List field, select the PCS Technologies Price List (HT ENU) price list. k. Click the Related Events link and associate the NY Event and the BOS Event that you

created earlier. l. Click the Edit Email tab. m. Click New and associate the PCS Invitation Template with the treatment.

Note: The layout is displayed below after you complete the association. n. In the upper form applet, click the Select button in the Personalization Format field.

i. Navigate to the /shared folder. Note: This may take a while when done for the first time.

ii. Select the /shared/Marketing/Example List Formats/Email Personalization - Contacts - OLTP example as the new Personalization Format.

o. In the Layout designer, replace the placeholder text with fields as follows: Customer Name Merge Fields > [Field: First Name]

Event 1 Events > [Events: NY Event]

Event 2 Events > [Events: BOS Event]

Product 1 Product Catalog Items > <first product in list>

Product 2 Product Catalog Items > <second product in list>

Opt-out link Response Forms > [Response: One Click Unsub]

FTF link Response Forms > [Response: Forward to Friend]

p. Click the Save Template button to save your work.

Note: If a pop-up dialog box opens for upload information, close this and the next dialog boxes using the X button.

12. Start the following Windows services: a. Siebel Email Sending Daemon b. Siebel Bounce Handling Daemon c. Siebel Click Through Daemon

13. Verify your work: a. Click the Verify and Preview button. b. If a pop-up dialog box opens for upload information, close this and the next dialog boxes

using the X button. c. Enter your first name in the First Name field. d. Click OK. A new browser window opens and displays a preview of the email message.

e. Place your cursor over the event and product links to verify that they point to the eEvents or eMarketing customer Web applications respectively.

Lab 19 Marketing Planning and Budgeting

Goals To set goals and forecast and record expenses for a marketing plan

Scenario In this exercise, you build a marketing plan and explore budget requests and expenses.

Time 35 minutes

Instructions:


User ID MMAY

Password MMAY

2. Create a new marketing plan. a. Click the Marketing Plans tab. b. In the Marketing Plans list view, click New. c. Name the plan 2008 NAMER Plan.

3. Set goals for 2008 NAMER Plan. a. Drill down on 2008 NAMER Plan. b. Click the Goals tab. c. Apply a goal template.

i. In the Marketing Plan form, select the following: Type Regional Region USA

ii. In the Goals list, click the Apply Goal Template button.

d. Revise the Revenue goal’s Target Amount to $75,000,000.00. e. Add a goal for Avg. Contribution Margin.

i. Click New. ii. Enter the following:

Metric Avg. Contribution Margin

Number Format Currency

Target Amount $2,475.00

4. Click the Plan Details tab. In the Financial Summary, how have the goals that you have set for the plan affected the summary? __________________________________________________________________

5. Create a new program in the 2008 NAMER Plan. a. Click the Plan Tactics tab. b. Add a program named PCS Product Launch NAMER.

i. Click New. ii. Enter the following:

Name PCS Product Launch

NAMER

Type Program

Sub-type Acquisition

Planning Period 2008

6. Create, submit, and approve a budget request for the program that you have added to the marketing plan. a. Click the Budget Requests link. b. In the Budget Requests list view, click New. c. Enter the following:

Name 2008 Product Launch Budget


Type Roadshow

Region USA

Total Requested $7,500,000.00

d. In the Budget Requests list, drill down on 2008 Product Launch Budget. e. On the Tactics tab of the Budget Request view, click the Add button. f. In the Pick Tactic picklist, select the PCS Product Launch 2008 program and click OK. g. Submit the budget request.

i. In the top form applet’s Approval Status drop-down list, select Submitted. ii. In the Pick Employee dialog box, enter MMAY in the To Employee field and click

Send. h. Click the Home tab to navigate to the Home page. i. In the My Approval Inbox, drill down on the 2008 Product Launch Budget request.

j. Approve the budget request. i. Set the Approved Budget field to $7,500,000.00. ii. In the top form applet’s Approval Status drop-down list, select Approved. iii. In the Pick Employee dialog box, enter MMAY in the To Employee field and click

Send. iv. On the Approvals tab, verify that the budget request is approved.

7. Navigate to the Plan Details tab of the Marketing Plans view for your plan. In the Financial Summary, has the approval of a budget request for a plan tactic impacted the summary? __________________________________________________________________

8. Add a campaign to the PCS Product Launch 2008 program. a. Click the Programs tab and drill down on the PCS Product Launch 2008 program. b. Click the Design tab. c. Select and drag a campaign from the palette into the window. d. In the Pick Campaign picklist, click New. e. Name the new campaign Spring Advertising Campaign. f. Select the new campaign in the picklist and click OK.

9. Enter expenses for the PCS Product Launch 2008 program. a. Click the Plan tab. b. Click the Expenses link. c. Click New and enter the following:

Expense Ad Buy in Business Week

Description Full-page ad in Business Week

Campaign Name Spring Advertising Campaign

Purpose Advertising

Unit Fixed

Forecast Unit Cost $10,000.00

Actual Unit Cost $12,000.00

d. Note: The Variance field records the difference between actual and forecast expense.

10. Navigate to the Plan Details tab of the Marketing Plans view for your plan. In the Financial Summary, has the financial summary been impacted by the addition of program expenses? __________________________________________________________________

11. Add a stand-alone advertising campaign to the 2008 USA Plan and associate expenses with it. a. Click the Marketing Plans tab. b. Drill down on the 2008 USA Plan and click the Plan Tactics tab. c. Add the budgeting columns to the display.

i. From the Applet menu, select Columns Displayed. ii. In the Columns Displayed dialog box, select the following columns in the Available

Columns list (hold down the Ctrl key and select): • Requested Budget

• Assigned Budget

• Forecast Total Expense

• Forecast Net Expense iii. Move the columns to the Selected Columns list and click Save.

d. Click New and enter the following: Tactic Name Standalone Ad Campaign

Type Standalone Campaign

Sub-Type Awareness


Requested Budget $25,000.00

Assigned Budget $25,000.00

e. Drill down on Standalone Ad Campaign. Note that the Requested Budget and Assigned Budget are reflected in the Financial Summary for the campaign. f. Click the Plan tab. g. Click the Expenses link. h. Click New and enter the following:

Expense Ad Buy in Time

Description Full-page ad in Time

Purpose Advertising

Unit Fixed

Forecast Unit Cost $25,000

Actual Unit Cost $22,000

12. Navigate to the Plan Details tab of the Marketing Plans view for your plan. In the Financial Summary, has the financial summary been impacted by the addition of stand-alone campaign expenses? _________________________________________________________________

Solution 19 Marketing Planning and Budgeting

Answers:

4. Click the Plan Details tab. In the Financial Summary, how have the goals that you have set for the plan affected the summary? They are not reflected in the summary.

7. Navigate to the Plan Details tab of the Marketing Plans view for your plan. In the Financial Summary, has the approval of a budget request for a plan tactic impacted the summary? No, it has not.

10. Navigate to the Plan Details tab of the Marketing Plans view for your plan. In the Financial Summary, has the financial summary been impacted by the addition of program expenses? Yes, the forecast and actual expenses reflect the cost of the advertising.

12. Navigate to the Plan Details tab of the Marketing Plans view for your plan. In the Financial Summary, has the financial summary been impacted by the addition of stand-alone campaign expenses? Yes, the forecast and actual expenses for the Marketing plan reflect the cumulative expenses of the plan’s tactic expenses. The expenses have gone from being $2,000 over forecast to $500 less than forecast for the plan.

Lab 20 Campaign Performance Report

Goals To create reports that show the performance and progress of a campaign and its respondents and to link them interactively

Scenario In this exercise, you run a campaign analysis report and examine the responders.

Time 40 minutes

Instructions:

1. If necessary, log in to the Presentation Services application. a. Select Start > Programs > Internet Explorer. b. Navigate to http://localhost:9704/analytics. c. Enter the following and click the Login button:

User ID SADMIN

Password SADMIN

2. Build a campaign analysis report. a. In the upper-right area of the screen, click the Answers link. b. Select the Campaigns subject area. Notice that the Criteria tab on the top is selected by

default. c. In the left selection panel, the contents of the Campaigns Subject area are displayed.

Expand the Marketing Sources folder. d. Expand the Campaign folder, and in the columns related to campaign attributes, select

Campaign Name. e. Expand the Facts folder. (Hint: Scroll down to the bottom of the panel.) f. Expand the Campaign Launch folder and select the # of Individuals Targeted column.

Close the Campaign Launch folder. g. Expand the Campaign Execution folder and select the # Individual Contacted column.

Close the Campaign Execution folder. h. Expand the Responses folder and select the # Responders (Contacts) column. Close the

Responses folder. i. Expand the Leads folder and select the # of Contacts with Leads column. Close the

Leads folder. j. Expand the Orders folder and select the # of Contacts with Orders column. k. Build a filter to select campaigns in the USA Marketing Region.

i. Expand the Marketing Region folder and select the Marketing Region Name column.

ii. Click the icon in the Marketing Region column.

iii. In the Create/Edit Filter dialog box, enter the following and click OK: Operator Is equal to / is in

Value USA

iv. Click the icon in the Marketing Region column to remove it from the report.

3. Run the report. a. Click the Results tab. b. Observe the tabular report that shows the results at the various stages of the Campaign. c. Click the icon. d. On the left side, notice the list of columns in the report and some empty check boxes.

Click the second box from the right for the following columns: • # of Individuals Contacted

• # of Responders (Contacts)

• # of Contacts with Leads

• # of Contacts with Orders. e. Click the Redraw button at the bottom of the chart. f. Click the OK button on the top right. g. Click the icon and save this report under the My Folders directory. Name the report

USA Campaign Performance.

4. Build a campaign respondents report. a. Click the Criteria tab and remove all columns from the report except Campaign Name. b. Expand the Contact or Prospect folder and its Contact Profile subfolder and select the

Full Name column. c. Expand the Facts folder and its Responses subfolder and select the # Responders

(Contacts) column. d. Remove the filter for Marketing Region Name equal to / is in “USA.” e. Click the filter icon on the Campaign Name and set the filter to is prompted. f. Click the Results tab. g. Click the button and save the report in the My Folder folder. Name the report

Campaign Respondents. Note: Be sure not to overwrite the USA Campaign Performance report.

5. Open the USA Campaign Performance report and set its interaction properties to navigate to the Campaign Respondents report. a. Click the button. b. In the Open dialog box, select the USA Campaign Performance report and click OK. c. Click the Properties icon on the Campaign Name column. d. In the Column Properties dialog box, set the Interaction property to navigate to your other

report. i. Click the Column Format tab. ii. In the Interaction section (Value Interaction), select Navigate from the drop-down list.

iii. Click the Add Navigation Target button. iv. Click the Browse button and select the Campaign Respondents report.

v. Click OK.

e. Click the Results tab. f. Drill down on a campaign to open the respondent’s report in a new browser window.

Note: The detail report might show no data. This is related to the course setup and not an error.

Lab 21 Marketing Planning Report

Goals To create marketing planning reports and explore the region hierarchy

Scenario In this exercise, you create a marketing planning report.

Time 15 minutes

Instructions:

1. If necessary, log in to the Presentation Services application. a. Select Start > Programs > Internet Explorer. b. Navigate to http://localhost:9704/analytics. c. Enter the following and click the Login button:

User ID SADMIN

Password SADMIN

2. Create the marketing planning report to detail how much of the predicted goals are achieved. a. Navigate to Answers. b. Select the Marketing Planning Subject Area. c. Expand the Marketing Sources folder and then its Marketing Plan subfolder, and select

the Marketing Plan Name column. d. Expand the Facts folder and then its Predicted Goals subfolder, and select the Revenue

(Predicted) column. e. Expand the Goal Achievement subfolder and select the Revenue column.

3. Run the report. a. Click the tabular report icon or the Results tab. Observe the tabular report showing the

budget assigned and the actual marketing cost. Note: The report might not show data for all columns. This is related to the course setup and not an error.

b. Click the icon to navigate to the Chart view. c. Select the second box from the right for the Revenue column. d. Click the Redraw button at the bottom of the chart. Click the OK button on the top right. e. Save the report as Marketing Plan Revenue Achievement under the My Folders

directory.

Marketing Manager Program Using Siebel_Lab Guide

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