| oedocs |
Siebel - learn (phone 343-0244)
- intro
- learn Siebel
Volume 1: - #v1.sec1.mod1-3 - #v1.sec1.mod4-6
- #v1.sec2.mod7-9 - #v1.sec2.mod10-13
- #v1.sec3.mod14-18
Volume 2: - #v2.sec4.mod19-21 -
#v2.sec4.mod22-24
- #v2.sec4.mod25-29 - #v2.sec4.mod30-33
- #v2.sec4.mod34-37
Volume 3: - #v3.sec5.mod38-41 -
#v3.sec6.mod42-49
- #v3.sec7.mod50-54 -
- common environment
| intro | home - top of the page - email |
Siebel is a company producing a CRM product (CRM = Customer Relationship Management). Founded in 1993 by Thomas Siebel. Grew in 1995-99 from 13% to 69% market share !! Consumed most its competitors and became de-facto market leader.
Main product - "Siebel eBusiness Applications" - a set of 114 components,
organized into 16 separate product lines.
Turn-key specific solutions: eFinance, eInsurance, eCommunications,
eEnergy, ...
Siebel is flexible - but not very flexible, because it consists of
pre-built blocks. It is more like MS Word, than like programming language.
One logical database (~1700 tables).
One set of configuration tools (Siebel Tools)
Client interfaces: MS Windows (siebel.exe), Java, HTML
Siebel Server - application server (talks to clients and DB, talks
to other servers and messaging services)
Siebel connectors to backoffice (ERP, Supply chain, Procurement, Legacy,
etc.)
Siebel Anywhere
Siebel provides services ("Siebel Global Services") - SupportWeb, Expert Services, University, End-user and partner education, consulting, etc.
Deployment options:
Connected Client - client application talks directly to central
DB and App.Server
Mobile & Handheld Clients - store local database
Thin & Wireless Clients - via Internet
| What you need to learn Siebel: | home - top of the page - email |
What you need to learn Siebel:
| 1. Siebel Client CD & BookShelf CD
2. Set of 3 volumes "Siebel eBusiness Essentials" + 1 volume of Labs
for it.
3. Training on CD (Siebel University): "Siebel eBusiness Aplications", "Siebel Call Center Fundamentals", etc. |
| v1.sec1.mod1-3 | home - top of the page - email |
Some key words:
SRF - Siebel Repository File
SSE - Siebel Sales Enterprise
Siebel eBusiness Enterprise - suite of many products:
| Industry applications: eFinance,
eInsurance, eCommunications, eAutomotive, eEnergy, ePharma, ePublic Sector,
eConsumer Goods, eApparel & Footware, eTechnology
.COM Applications: eSales, eMarketing, eService, eChannel, eTraining Call Center: Call Center, Service, Telesales Field: Sales, Field Service, Configurator, Phone, HandHeld, Pricer Channel: eChannel Marketing: Marketing |
Siebel MidMarket Edition - simplified version, web-based architecture
S.eBusiness applications have a common structure and look and feel. Call Center is used as a sample application for training.
Common eBusiness Entities:
| Account - represents current or
potential client, partner or competitor. Has an account team (permitted
to view/change data)
Opportunity - potential revenue-generating event. Potential revenue, probability of completiong, ending date, sales methodology. Has a sales team (permitted to view/change data) Service Request - a request from customer (severity, priority, status). Is owned by ONE employee (doesn't have a team). Contact - external individual (name, email, title, ...). Has an access list (who can view/change the data). Activity - who should do the task, start and due date. Can be associated with an Account, Opportunity, Service request, and/or Contact. |
Organization - group of users (inside: sales, marketing,
cust.service. outside: Channel Partners, Customers, Prospects)
Select: Start -> Programs -> Siebel Enterprise Applications 6.0
-> Siebel Call Center
Logon: (username, password, data source)
Help -> Technical Support (to view connection information).
File->Connect - to logon as a differen user
File->Change Password - to change password
User Interface structure: Application -> Screens -> Views -> Applets
Applets: List, Form, Tree
Views: List, Detail, Explorer
- List View - list on top, form on bottom (like
MS Money)
- Detail View - Form on top, list of related items
on bottom
- Explorer view - tree on left, list on right (like
MS Windows Explorer)
Navigating:
Select screen from menu or from Tab Bar on the top.
Then select view from menu on the left.
Click inside an applet to select it (or use Ctrl + or
use special toggle-button)
Siebel window elements:
Title bar
Menu Bar
Tool bar (and query list)
History/Threads bar
Horizontal tab bar - to select screens
Left view bar - to select a view
During navigation a query is created to load data for ~1 screen only.
Navigatin between records in a list:
- use arrows buttons in the toolbar
- use vertical scrollbar on the right
- use alphabet bar on the bottom
- mouse and arrow-keys
Navigating inside a record: mouse, Tab & Shift-Tab
Drilling Down: some fields may be made links to navigate
to a different view.
- click on them
- select and press Ctrl-E
- right-click and select from the pop-up menu
- double-click on the row indicator
Thread Bar - tracks your path through the views (history) - and allows
you to return to previous views (threads).
Help menu - has info about Record (who/when created/modified, version
info about SRF file, configuration info)
Context-Sensitive help - select arrow/queston mark from toolbar to
activate this feature.
Navigation in thin client is different:
List views and Detail views are read-only.
List views - no form appears on the bottom.
Entry forms function differently. You can do only one record
at a time.
| v1.sec1.mod4-6 | home - top of the page - email |
Users (employees) - loginID, organization, at least one
position,
at least one responsibility
Visibility: which users can see which views and which records
record access - is controlled by position (, organization, login)
view access - is controlled by responsibility
record access:
| Some records are personally owned (service requests, quotes, activities,
contacts) - by LoginID
Some records are team owned (Opportunity, Account, Contact, Campaign) - by position - An employee may have more than one position. - One position may be shared by many employees (then one of them is "Active"). Primary position on a team - manager record access rule active ( view all data in the team, merge/delete records, forecast an oportunity). Change position: File->Change Position Primary position occupied - default (login) To view positions for an employee: Screens->Application Administration->Employees , and then press on [...] near position field in the form Some records are restricted by Organization(s) - for example grouping
geographically (US, Europe, etc..)
|
View Access:
| View Access - based on responsibility = job function or role.
A user may have one or more responsibilities - thus they will see a UNION of all the views associated to their responsibilities View types: - My Personal View - user is the owner, only he has access - My View - shows records for a team (of which the user is a member) - My Team's View - manager can see records of his team members - All View - records for the organization, where primary position has been assigned to the team - All Accross Organizations View - records for all organizations, where primary position has been assigned to the team - Marketing Administration View - ALL records in the database (even those without valid primary or owner) Screens->Marketing Administration-> |
Modifying data:
| Inserting/Adding/Copying Records:
buttons on the toolbar (add new, insert, copy) menu: Edit->Insert Record (Ctrl-i), Edit->Add New Record (Ctrl-N), Edit-> Copy Record (Ctrl-B) right-click - select from popup menu (copy or new) The data will be committed to the database as soon as you move from this record (select another record or another area on the screen) Note: for easier data-entry, many fields have "Field Control" - a button at the end. Pressing it pop-ups a list or a date selector or a calculator or a multi-line edit window, etc. Add multiple values - using MVG (Multi-Value Group) applet for one-to-many
relationships
Delete record, Undo/Redo (from Edit menu)
You may attach some external documents to records using an Attachment applet. Just drag and drop it (like attaching files in MS Outlook). Note, though, that Siebel will make and attach a compressed copy of the document as it is at the moment. If the documents changes - Siebel will still have the old version. Also, If the document is very large - this may create memory problems. Use Help->About Record to see who/when created and modified it. |
Query Operations:
| Query - retrieves information from a database (Case sensitive or not
- switch for all application)
QBE - Query By Example To run a query: create a new query, define query criteria - and execute it To create a new query: Click on the magnifying glass button in the toolbar (or press Ctrl-Q or select Query->New Query) Enter query criteria in the list or in the form on the screen Execute query by pressing on the second mugnifying glass icon, or select Query->Execute Query, or simply press ENTER. To query MVG field(applet)
Sorting by a column - select a column and press a button on the toolbar.
Modify query: Query->Refine Query
Cancel a query which is running too long:
Predefined queries (by Sys.admin for each screen)
Additional query operators: <= <> OR * (wildcard) (for example *Ma* ), etc. (see Help for Operators for Queries) Find command (and a button on the toolbar) |
| v1.sec2.mod7-9 | home - top of the page - email |
Siebel Application Environment:
database, file system (to be accessed by clients), clients (dedicated,
mobile, thin):
- dedicated client doesn't store data
localy. It is connected directly to database adn file system
- mobile client - operates off-line,
uses local database to store subset of data, periodically accesses the
server to synchronize the data
- thin client - in the browser via
internet, accesses data via server.
There are several different thin clients:
- HTML - shows interface using HTML in a standard browser, needs
web server
- Java - stand-alone Java applet
- WML - wireless, using WAP (Wireless Application Protocol)
- Thin Client for Windows - and ActiveX control or Netscape Plugin
- to work in a browser.
Siebel Enterprise Server - one or more servers working together.
Execution engine (siebel.exe)
SRF file (Siebel Repository File) - contains the application configuration
(~16 MB).
CFG file - small configuration file (10KB).
Multi-layer Architecture:
User Interface
Object Manager
Data Manager - between Object Manager and database,
generates real-time SQL,
Data Exchange Layer - separate DLL for each target
database
Server Architecture:
- Gateway server - load balancing (option - using
Resonate Central Dispatch)
- Enterprise server - group of several Siebel servers
running server components (import/export data, database configuration,
processing for thin and mobile clients). Each Siebel Server runs on NT
service and uses ODBC (or as Unix Daemon).
- Database & File system
Dedicated client - starts with siebel.exe using command line parameters, .cfg and .srf files. Directly talks to the database adn Siebel File system using native drivers, talks to Gateway server to determine correct Siebel server to access if a component is desired.
Mobile Clients - similar to dedicated client, but instead of talking to the remote database server - it talks to local (database & file system), which are getting synchronized (from tme to time) with the server (via Siebel Server).
Windows & Java Thin clients - from the browser launch tclient.htm (on the server). This file knows where Gateway server, Enterprise Server, object manager component, and Siebel server are. Accesses server-side .cfg and .srf files.
HTML clients: browser <=> web server <=> ... <=>
object manager component.
start with html page which specifies a .swe page,
which invokes SWSE (Siebel Web Server Extension) - which defines
where .cfg is ...
WML client: WAP => web server ...
Siebel server side: 4 main parts: Gateway server, Siebel Server, Database, File System. Can be implemented on one machine - or spread across multiple boxes.
Installing Siebel Software:
Create Siebel Service Owner Account and Siebel Monitoring Account.
Create database
Create File System (a directory on disk with sufficient space)
- must be accessible from other machines running Siebel Servers and dedicated
clients, must support long and case-sensitive filenames.
NOTE: use short directory names, avoid spaces.
Install and verify:
- Gateway server (invoke gtwysrvr installation program,
then inspect directory and GTWsetup.log file),
- Enterprise and Siebel Servers (invoke siebsrvr installation
program, then inspect directory and SRVRsetup.log file),
- Database Server (invoke dbsrvr installation program,
run grantusr.sql script to create datbase users, edit and run install.ksh
script to create database schema and populate seed data, edit and run imprep.ksh
script to populate repository data, then inspect everything),
Example:
| Destination Directory: | C:\sea601\dbsrvr |
| Siebel Server Directory | C:\sea601\siebsrvr |
| Database User/Password | SADMIN/SADMIN |
| Database/Tablespace Owner | SIEBEL/SIEBEL |
| ODBC System Datasource | SiebSrvr_siebel |
| Destination Directory: | C:\siebel00 |
| Siebel Remote Server | S1 |
| File System: | HQ\G1\c:\siebfile |
| Database Machine Name: | D1 |
| Database/Tablespace: | siebeldb |
| Gateway Machine Name: | G1 |
| Enterprise Server Logical Name: | siebel |
ODBC User Data sources:
| SAE Local Db c:/siebel00
SAE MMerge c:/siebel00 SAE Text c:/siebel00 SAE Search c:/siebel00 SAE MSQL c:/siebel00 |
- Windows Thin Client (invoke thinclient installation program,
then inspect directory and WINMTCLsetup.log file),
- Siebel Web Engine (invoke eappweb installation program on
the web server machine, then inspect directory and EAPPSsetup.log file).
| Destination Directory: | C:\sea601\SWEApp |
| Gateway Machine Name: | G1 |
| Enterprise Server Logical Name: | siebel |
| Siebel Server Logical Name | siebel_S1 |
| v1.sec2.mod10-13 | home - top of the page - email |
page 237
| v1.sec3.mod14-18 | home - top of the page - email |
| v2.sec4.mod19-21 | home - top of the page - email |
| v2.sec4.mod22-24 | home - top of the page - email |
| v2.sec4.mod25-29 | home - top of the page - email |
| v2.sec4.mod30-33 | home - top of the page - email |
| v2.sec4.mod34-37 | home - top of the page - email |
| v3.sec5.mod38-41 | home - top of the page - email |
| v3.sec6.mod42-49 | home - top of the page - email |
| v3.sec7.mod50-54 | home - top of the page - email |
| common environment | home - top of the page - email |
Install Siebel Client (includes siebel.exe and a bunch of DLLs).
Install Siebel tools - for development
Use "Client Disk" and answer some questions:
Server: FCNB-SIEB01
Siebel File System: FCNB-SIEB01\FS
Database Alias (Connect string):
SIEBDEV
Table Owner: SIEBEL
copy cfg file (~ 10 KB)
copy srf file (~16 MB) - or compile it ( takes hours)
Start application like this:
C:\local\data\sea\client\BIN\siebel.exe
/c T:\siebel\gstest.cfg
/d QAServer
Example of login:
: sadmin
: pleasechange
: QAServer
Starting development tools:
C:\sea630\tools\BIN\siebdev.exe
/c "c:\sea630\tools\bin\tools.cfg"
Example of tools login:
: sadmin
: pleasechange
: local
===========================================
Hierarchy:
- Application > Screens > Views > Applets > (fields, buttons,
tree)