SiebelCRM8 Installation Management

8/8/2019 SiebelCRM8 Installation Management

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Oracle Siebel CRM 8 Installation andManagement

Alexander Hansal

Chapter No.12"Managing User Accounts"



In this package, you will find:A Biography of the author of the book

A preview chapter from the book, Chapter NO.12 "Managing User Accounts"

A synopsis of the book’s content

Information on where to buy this book

About the AuthorAlexander Hansal has worked for various companies and governmental institutions as

IT instructor and consultant. He started as a Siebel CRM instructor for Siebel Systems

Germany in 2001. After the acquisition of Siebel Systems by Oracle, Alexander

continues to support European customers as an instructor and consultant for Siebel CRMand Oracle Business Intelligence.

For More Information:www.PacktPub.com/oracle-siebel-crm-8-2-installation-and-mana ement/book

https://www.packtpub.com/oracle-siebel-crm-8-2-installation-and-management/book




Strongly believing in the power of information sharing, Alexander regularly discusses

Siebel CRM and Oracle BI related topics on his weblog (

http://siebelessentials.blogspot.com ). I would like to express my gratefulness to the following wonderful

fellow human beings. Without your contributions this book would not

have been possible.

Michael Weigl for his review work and for hiring me.

Tim Bull for his invaluable input as native English speaker.

Amey and Leena at Packt Publishing.

All those dedicated people who contribute to the Siebel CRMcommunity.






Oracle Siebel CRM 8 Installation and

ManagementOracle's Siebel CRM is the market-leading Customer Relationship Management

software. Unmatched in functionality and scalability, it offers a lot of challenges for the

system administrator. This book will be your safe vessel while navigating the deep waters

of installing and managing Siebel CRM.

This book is a complete exercise in installing and managing Oracle's Siebel CRM 8 for

your organization. You will understand the Siebel architecture and install it piece by

piece. In easy-to-follow chapters, the book guides you through the installation of Siebel

server, client, and third-party reporting software on Microsoft Windows and Linux. We

begin with the planning process, cover downloading the software, and explain the exact

installation and configuration tasks. After reading this book, you will feel fully prepared for setting up multiple Siebel servers

and multi-lingual configurations. Not only does the book give you step-bystepinstructions, it also fosters your general understanding of the intricate features and

functionality of Oracle's Siebel CRM. For example, you will understand how data

security works. In addition, you will learn how to support development environments and

how to migrate configuration changes between environments using Application

Deployment Manager.

Another benefit of this book is that it teaches administrators how to establish system

monitoring strategies to identify and avoid performance bottlenecks.

This book provides a practical, hands-on experience. Chapter by chapter, a Siebel CRM

self-study environment is created that can be used to follow the examples described in thebook and to explore Siebel CRM functionality. The book ensures that you understand

what you are doing and why you are doing it. It contains clear step-by-step instructions,

explanatory tables, screenshots, and precise diagrams.

What This Book CoversChapter 1, Introducing the Siebel Web Architecture lays the foundation for a clear

understanding of the Siebel Web Architecture. You will learn about its building blocks

and you will be able to describe their functionality and purpose.

Chapter 2, Planning and Preparing the Installation introduces you to the planning and

preparation process, which ensures that you are able to install and configure Siebel CRM

server software flawlessly.

Chapter 3, Installing Siebel Server Software on Microsoft Windows guides you through

the process of installing Siebel CRM server software on Microsoft Windows step by step.






Chapter 4, Configuring Siebel Server Software on Microsoft Windows shows you how to

use the Siebel Configuration Wizard to configure Siebel server software and conduct an

initial installation of the Siebel server database. The chapter also introduces you toverification and finalization steps.

Chapter 5, Installing and Configuring Siebel Server Software on Linux teaches you to

install and configure Siebel CRM server software successfully on Linux using step-by-

step instructions.

Chapter 6, Installing Siebel Client Software guides you through the installation of the

Siebel Mobile or Developer Web Client, the Siebel Sample Database, and Siebel Tools.

In addition, you will learn how to apply patches to Siebel software.

Chapter 7, Installing Additional Server Software explains how to support end users with

charting and reporting functionality by installing the Visual Mining NetCharts Server and

Oracle BI Publisher.

Chapter 8, Special Server Configurations enables you to install multiple Siebel Servers

and configure Siebel Load Balancing. You will also learn how to apply additional

language packs and support multi-lingual Siebel CRM deployments.

Chapter 9, Server Management provides full insight into the configuration and

management of Siebel Enterprises. The chapter introduces the structure of a SiebelEnterprise and guides you through typical administrator tasks in the Siebel user interface

and the Siebel Server Manager command line.

Chapter 10, Authentication makes you an expert in user authentication. Besides

understanding the mechanism of database authentication, you will learn how to configure

LDAP directory authentication and Web Single-Sign-On.

Chapter 11, Authorization and Access Control strengthens your general understanding of Siebel CRM functionality by providing deep insight into the concepts of userauthorization, data access, and personalization.

Chapter 12, Managing User Accounts enables you to set up the organization and position

hierarchy in Siebel CRM and create user accounts.

Chapter 13, Siebel Remote and the Siebel Development Environment shows how to

support the development team and how the Siebel Remote module allows you to create

local databases. In addition, the chapter teaches you how to support mobile users.

Chapter 14, Installing the Siebel Management Server explains how the Siebel

Management Server and Siebel Management Agents provide the framework for Siebel

modules such as Application Deployment Manager and Siebel Diagnostic Tool. You will

learn how to install and configure the Siebel Management Server infrastructure in thischapter.






Chapter 15, Migrating Configuration Changes between Environments guides you through

the complete process of migrating configuration changes from development to test or

production enterprises using Application Deployment Manager and the Siebel UpgradeWizard.

Chapter 16, Monitoring Siebel Applications lets you know how to use the following tools

to efficiently monitor the performance and usage of Siebel applications: Event Logging,

SARM, Diagnostic Tool, Client Side Logging, and Usage Collection.

Appendix A, Sample Planning Document supports you with your first steps and contains

a complete example planning document.

Appendix B, Uninstalling Siebel Application Software shows you how to uninstall SiebelCRM software (if you have to).

Appendix C, More Information gives you information on where to find more information

on Oracle Siebel CRM.







Managing User AccountsAs we have learned in the previous chapter, any person—be it an internal employee,a partner employee, or a customer—who wants to use a Siebel CRM application, must

be registered as a user or employee and be associated with at least one responsibility.Data visibility in Siebel CRM is controlled by the access control layer, which takespersonal data ownership or the user's current position within an organization intoaccount in order to provide secure access to customer data.

It is therefore mandatory for an administrator to understand how to correctly set upand maintain the organizational information to provide end users with the Siebelapplication features and data they need to do their daily jobs.

In this chapter, we will discuss how to:

• Understand divisions and organizations

• Set up and manage the position hierarchy

• Set up user and employee accounts

Understanding divisions and

organizations Mapping real world entities to technical concepts is one of the key factors forsuccessful software products. It is therefore quite interesting to see how the Siebeldesign team faced the challenge of bringing the complex hierarchical relationshipsof large corporations into the Siebel data model.






Managing User Accounts

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Early in the analysis phase of a Siebel CRM implementation project, the divisionalor departmental hierarchy of the customer is analyzed and documented. The typical

diagram type to document the divisions of a company is an organization chart. Thefollowing is the organization chart for an example company:

The Sales, Service, and Marketing divisions are subordinate to the Headquarterdivision. The Sales department has subdivisions, which define the territories(North and South) that the sales force operates in.

Setting up divisions Once the divisional hierarchy of a company is documented, it must be translatedto Siebel administrative data. An administrator uses the Administration - Group screen, Internal Divisions view—shown in the following screenshot—to enterand manage the division information:






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This view allows administrators to enter and maintain information about a company'sdivisions. The example company visible in the screenshot (Vision Corporation) is part

of the Siebel sample database and has four subordinate divisions.In order to create a new divisional hierarchy, we can follow the steps in thetask list below:

1. Log in to the Siebel application using an administrative user account.

2. Navigate to the Administration - Group screen, Internal Divisions view.

3. Create a new record for the top-level division first.

4. Enter address and other information if required.

5. Save the division record.

6. Create a new division for each subordinate division and use the ParentDivision field to select the appropriate parent division.

7. Use the explorer applet to verify that the divisional hierarchy representsthe organization chart.

The following screenshot shows the explorer applet in the Internal Divisions viewafter the entry of the data from the example organization chart:

In order to distinguish the example company from other divisions in the database,the acronym "AHA" was used.

From an administrative perspective, we must be aware of the fact that organizationalchanges might occur frequently. These changes can include one departmentbecoming subordinate of another, or other departments being detached from thehierarchy in order to become separate companies. Siebel administrators must beinformed of these changes in order to be able to adjust the division data in a

timely manner.







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In your demonstration environment, use the instructions in the above

section to create a division hierarchy. You might want to use theexample or create your own divisions.

Setting up organizations When a division or an entire partner company wants to use the Siebel CRMinfrastructure, this is typically accompanied by the requirement to associate datawith the division or partner company in order to provide data security.

As we discussed in the previous chapter, records in the Siebel database can beassociated with one or more organizations to filter these records for users of the

respective organizations.Siebel administrators can declare a division as an organization. This is done bysimply checking the Organization Flag of a division. However, this change cannotbe undone. Once the division is flagged as an organization and the record is saved,the flag becomes read only, as shown in the following screenshot:

We can decide which divisions within the organization chart should be flagged asorganizations depending on the data security requirements defined by the projectteam. The result is typically a second hierarchy of organizations within the divisionhierarchy. Once an organization is created, Siebel data such as customer accounts,service requests, and so on can be associated with the organization. The followingdiagram shows how the divisions named Headquarter and Sales have been flaggedas organizations. They are now part of the organization hierarchy.






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By default, each new organization becomes subordinate to the"Default Organization", which the position of the SiebelAdministrator (SADMIN) is assigned to. If data security policiesmandate, we must set the Parent Organization field to an empty valuein the Organizations view of the Administration - Group screen.

Even if a division cannot be associated to Siebel data, employees who have a positionwithin that division are automatically associated with the nearest organization thatcan be located upwards in the division hierarchy.

In the above example, an employee who has a position in the AHA Sales Northdivision will be associated with the Sales organization. The following screenshotshows the AHA Sales North division (note that the Organization Flag is unchecked)in the Internal Divisions view:








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The Organization Name field displays the name of the nearest organization (AHASales) above the AHA Sales North division. Employees who are associated with a

position in the AHA Sales North division will automatically be associated with theAHA Sales organization. They will therefore be able to see data associated with theAHA Sales organization and each record they create will be automaticallyassociated with the AHA Sales organization.

Similar to divisions, organizations cannot be deleted. When organizational changesrequire it, a Siebel administrator must detach the non-existing organization ordivision from all parent records by emptying the parent division field and change thename to indicate the state of the organization or division. For example, the name canbe prefixed with "NOT USED" to indicate that the division or organization no longerexists. Furthermore, records that are associated with an organization that no longerexists must be re-assigned to other organizations. This is typically achieved byusing the Siebel Assignment Manager.

Mark at least one of the sample divisions you created earlieras an organization by setting the Organization Flag andsaving the record.

Setting up and managing the position

hierarchy Employees are not associated directly with organizations. Siebel CRM uses amechanism named positions to define both the association of an employee to anorganization as well as the reporting relationship or hierarchy of the positions.

Positions represent a job entitlement for which people are recruited andsubsequently paid. Employees can hold more than one position, for example totake over a colleague's job during vacation or sickness. Positions can also be heldby multiple employees, which is unlikely for a CEO position but maybe more likelyfor sales representative or call center agent positions.

Each position can be assigned as a parent position to multiple child positions, thusenabling the administrator to create the so-called reporting hierarchy, which definesboth the career level and the data access rights of an employee who is assigned to the

position. The following diagram depicts a typical position hierarchy and indicatesthat each position must be assigned to exactly one division or organization:






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Positions within a single hierarchy can be associated with divisions or organizationsthat might be unrelated to each other. This provides a high level of flexibility, whichallows administrators to implement almost every organizational setup.

Administrators enter the position hierarchy with guidance from the documentsdelivered by the business analyst team in the Administration - Group screen'sPositions view, which is shown in the following screenshot:

In the above example, the administrator has finished entering the positions depicted inthe above diagram. The explorer applet allows administrators to verify the reportinghierarchy defined by the parent position field. The Division field is a mandatory field.It allows an administrator to select any division (marked as organization or not) andassociate it with the position.

Use the example position hierarchy describedabove to implement sample positions in yourdemonstration environment.







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Multiple positions for an employee As indicated above, an employee can be associated with more than one position to

allow, for example, the implementation of vacation replacement. When an employeeholds more than one position, the Siebel application always uses the employee'sprimary position to determine the organization she or he belongs to during login.

In the User Preferences screen, the employee can use the Change Position viewto switch from one position to another. However, in a single session, the employeecan only hold one position at a time. The screenshot below shows the ChangePosition view:

The employee who is currently logged in holds two positions, one of which ismarked as the active position. By selecting another position and clicking the ChangePosition button, the employee can switch to the other position, which might result inan association to a different organization.

Once the employee has switched to another position, she or he can use the same viewsas before but the data displayed will most likely differ because of the Siebel accesscontrol layer filtering the data for the employee's current position and organization.

Setting up user and employee accounts As discussed above, each person who wants to use a Siebel CRM applicationmust be registered as either a user or employee. The difference between userand employee is that employees are associated with at least one position.

User records are typically created for customers who register themselves in customerfacing web applications such as Siebel eService or Siebel eSales. The workflowsinvoked during the user registration process ensure that user records are createdand associated with the necessary responsibilities automatically.

In the following, we focus on managing employee accounts. The following tasklist guides an administrator through the procedure of setting up a new

employee manually:

1. Log in to the Siebel application using an administrative user account.

2. Navigate to the Administration - User screen, Employees view.






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3. Create a new record and fill in the following fields (at least):

° First Name

° Last Name

° User ID (a unique user identifier for the employee)

° Responsibility (assign at least one responsibility tothe employee)

° Position (assign at least one position to the employee)

° Time Zone (if the company deploys Siebel CRM acrossmultiple time zones, associate the correct time zone withthe employee)

° New Responsibility (empty this field if the employee is notresponsible to create new users or employees).

° Password and Con fi rm Password (these fields are onlywriteable if directory server authentication is implemented)

4. Save the record.

The following screenshot shows the form applet in the Employees view of theAdministration - User screen:

A new employee record for Alexander Hansal has been created by the administrator.







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The New Responsibility field defines the initial primary responsibility

of any new user or employee that is created by the user or employee itis defined for. This is necessary for automated user registration whereself-registering customers inherit the responsibility defined in theanonymous user account's New Responsibility field.

The GUESTCST user for example, is used as the anonymous user forcustomer facing applications and has a "new responsibility" of "WebRegistered User", which allows a customer who has registered her orhimself to access more views than in anonymous mode.

Creating or verifying user accounts in the

authentication system As discussed in Chapter 10, each employee or user must be authenticated by anexternal system that is either a relational database management system (RDBMS)or a directory server (LDAP or Microsoft Active Directory).

For Siebel CRM implementations that use database authentication, a user accountwith the same username as defined in the User ID field must be created in theaccount management of the RDBMS as discussed in Chapter 10.

If directory server authentication is implemented, the information entered in theEmployees view of the Administration - Group screen is propagated to the directoryserver and a new directory server account will be created automatically for the

employee or user.

It is among the Siebel administrator's duties to create or verify the respectiveaccounts in the authentication system.

On your demonstration system, create a new employee account andensure that the authentication system is updated accordingly. Testthe new account by logging in to the Siebel application using the newemployee's credentials.






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SummaryIn this chapter, we discussed the necessary steps to create the administrative datathat allows people to log on to Siebel CRM applications as users or employees.

In Siebel terms, a user is a person who has a responsibility and who can log in to aSiebel application. An employee is a user who has a position within an organization.To enable fully functional data security, administrators must create organizationsand positions before they can start creating employee accounts.

The chapter provided insight into the administrative views and the typicaladministrative tasks to manage divisions, organizations, positions, employees,and users.

In the next chapter, we will learn how administrators can use Siebel Remote tosupport developers and mobile users.







Where to buy this bookYou can buy Oracle Siebel CRM 8 Installation and Management from the Packt

Publishing website: https://www.packtpub.com/oracle-siebel-crm-8-2-

installation-and-management/book.

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SiebelCRM8 Installation Management

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