PROJECT Siebel Email Response Implementation

PROJECT Siebel Email Response Implementation

PROJECT

Siebel Email Response Implementation

User Manual

Document Information and Revision History

File Name / PROJECT Siebel Call Center Implementation User Manual
Original Author(s) / Shaheen Bandukwala, Flint Tearney, Mindy Schmidt
Current Revision Author(s) / Shaheen Bandukwala, Flint Tearney, Mindy Schmidt
Version / Date / Author(s) / Revision Notes
Draft / 1/18/01
1/26/01 / Shaheen Bandukwala, Mindy Schmidt
Revisions / 2/6/01
2/12/01 / Shaheen Bandukwala, Mindy Schmidt / Drafts distributed and corrections made by the team.
Final / 2/16/01 / Shaheen Bandukwala, Mindy Schmidt / Final suggestions & changes incorporated.

Proprietary Information

PROJECT Call Center considers information included in this documentation to be Confidential Information. Your access to and use of this Confidential Information are subject to the terms and conditions of the Siebel Systems software license agreement, PROJECT Call Center and Cap Gemini Ernst & Young, LLC, which has been executed and with which you agree to comply.

TABLE OF CONTENTS

Document Information and Revision History 2

Proprietary Information 2

Introduction 6

What is Siebel? 6

Clarification of Terminology 7

Data Entry Standardization 8

Accounts 8

First Name 8

Last Name 9

Address 9

City 9

Zip Code 10

Phone 10

State 11

Country 14

Siebel Basics 22

Logging On 22

Connecting 23

Who am I connected as? 24

Similar to Microsoft NT 25

Definitions 26

Siebel Logic 28

Views and Responsibilities 29

Variety of Ways to do the Same Thing: Example - Creating a New Record 30

Menu Bars 32

Menu Bar #1 32

Menu Bar #2 32

Menu Bar #3 33

Menu Bar #4 33

Tabs/Screens in Siebel Call Center: 34

Applets 35

List Applet 35

Form Applet 35

Entry Applets 36

List, Form and Entry Applets 36

Toggling within applets 38

Navigating through Siebel 39

Working with Records 39

Moving from Record to Record 40

Drilling Down for More Detail 41

Merging Duplicate Records 42

Changing Fields in Multiple Records Simultaneously 43

Message Bar and Status Bar 44

Sorting Records 45

Saving Changes 45

Correcting Mistakes 45

Locating Information 46

‘Find’ Command 46

Querying 47

Predefined Queries 48

Activities Screen 49

Working with Activities 50

Fields 51

List of Values 52

Activity Delegation 53

Contact Applet 53

Contact Applet 54

Attachments 55

Notes 55

Notes 56

Contacts Screen 57

Fields 58

Accounts Screen 59

Fields 60

List of Values 61

Calendar 62

Views 62

Working with the Calendar 63

Schedule an Appointment 63

Schedule an Appointment for a Colleague 64

Calendar Access 64

Appendix 65

Generating Reports 65

Exporting Information 65

Customizing Siebel 67

Columns Displayed 68

Sort Order 70

Keyboard Shortcuts 72

Introduction

This manual focuses on PROJECT Call Center Training and the PROJECT Email Response system. This manual is intended to showcase the highlights of the system, provide step-by-step guidance when using the system, and become an in depth tool for those with the system at their desks and supplement instruction for users.

The information contained within has been organized around the major parts of the application’s interface. It includes the basics of Windows-generic items (menus, keyboard shortcuts and toolbars) as well as Siebel-specific elements (the tab bar, view bar and querying). This manual progresses to cover the actual flow of a “typical” day and the intended purposes of the available screens. This system and manual are specific to PROJECT Call Center processes.

Many of the associated views in the various tabs work the same as other views under other tabs. For example, notes are entered into the Notes View within the Contacts Screen the same way as they are entered within the Accounts Screen. For that reason, duplicate procedures will not be re-printed. Also note that this manual takes screen shots from a variety of log-ins, thus do not worry if tab order, available views or displayed accounts, contacts, etc. do not match up exactly to a specific screen – the general idea will be the same.

What is Siebel?

Siebel applications help organizations improve productivity and customer service by enabling users to share and manage all relevant information about customers, accounts and the activities associated with those contacts and accounts.

Siebel is a call center system that serves as a front end user interface, making vast amounts of information easily accessible. Siebel “sits” on an Oracle database that contains tables of sorted/arranged customer information. When a user “asks” Siebel (such as with queries) to retrieve valuable or relevant information, it searches through the database, finds the desired information and brings it back for the user in an easy to read, well-organized screen. The screens for the PROJECT Call Center were designed from the requirements discussed by the PROJECT and CGEY Team, management and best practice suggestions.

Siebel applications are a comprehensive family of front office products offering best-of-class functionality in sales, marketing and customer service.

– Using Siebel Applications/Siebel 99/Version 5.6, 1-2, Siebel Enterprise Applications; September 1999.

Clarification of Terminology

Because the terminology may be somewhat different than what you are used to, let’s quickly go over some terms that will be important to know. When referring to a “contact,” we are speaking of the actual consumer and all relevant information associated with that consumer. When referring to an “account,” we are speaking of a specific store location and all of the relevant information associated with that location. In this case, we are referring to all of the Company. When referring to an “activity,” we are speaking of the call detail associated with that particular contact or account. (Previously known as ‘Call Entry’) A record is a group of related pieces of information. All the information about a contact (name, address, phone, etc.) makes up a contact record. A line in a list applet or a form in a form applet is considered a record. When a user uses Siebel to add new information or retrieve existing information, he/she is working with records.

Therefore:

Contact = Consumer

Account = Store location

Activity = Call/Email/Comment Card Detail (Call Entry)

Record = A group of related pieces of information

Data Entry Standardization

The data in the system will only be as good as the user’s entry standards. Consistency is critical if our Call Center is to have long-term value to PROJECT. When entering records into the system, please take extra caution to spell names and labels correctly. When entering a new contact, please search first to see if the account already exists. We will review how to perform a query to see if the account or contacts already exists in a later section. Use different combinations of wildcards (*) to ensure the entry has not already been created. Work as a team to keep data clean and accurate. While talking with a contact, if information has changed or needs to be updated, take the necessary steps to correct it. Data Entry standards have been defined with the following. Please note, the examples are taken from the current system and are great examples of duplicate or ineffective data entries.

Accounts

v  Use the Full Name of the Company – No Acronyms

Examples:

·  Company NOT Comp.

·  Company of America NOT CofA

v  Do NOT include ‘Corp.’, ‘Inc.’, ‘Company’, etc.

·  COMPANY Corporation should be entered as ‘COMPANY’

v  No Punctuation before the company name, unless it is in the formal company name

·  No Parenthesis ‘()’, ‘[]’, ‘{}’

·  No Period ‘.’

·  No Spaces ‘ ’

·  No Apostrophes ‘ ’ ‘

·  Account main phone number are key for Territory Assignment

v  Account main phone number are key for Territory Assignment

First Name

v  First Letter is always capital, everything else is lower case

v  No punctuation unless it’s in the formal name

·  Mary-Ann Smith is acceptable if the dash, ‘–’ is part of the formal

name

Last Name

v  First letter is always capital, except for last names like McCarthy, McCoy, McCabe, etc.

v  No Spaces in the last name

·  LeBlanc is correct, do NOT enter ‘Le Blanc’

v  No punctuation unless it’s in the formal name

·  Lu-Smith is acceptable if the dash, ‘–’ is part of the formal name

Address

v  No Punctuation such as ‘#’, ‘.’, or ‘,’on the address line

·  Street = St

·  Avenue = Ave

·  Boulevard = Blvd

·  Suite = Ste

·  Building = Bldg

·  Room = Rm

·  Mail Stop = MS

·  Road = Rd

·  Way = Wy

·  Court = Ct

·  Circle = Cir

v  No dash ‘–’ unless it is in the formal address

v  If you do not know the address, type in ‘Unknown’

City

v  Spell out the city name in full

·  San Francisco vs. ‘SF’, ‘SFO’, ‘San Fran’

·  Mountain View vs. ‘Mtn. View’ or ‘Mt. View’

·  Los Angeles vs. ‘LA’

·  Las Vegas vs. ‘LV’

Zip Code

v  Must be 5 or 9 digits

v  If a zip code is less than 5 digits, please call the company for the full 5-digit zip code

v  If a zip code is 9 digits, the format should be 12345-6789 (a dash is required between the 5th and 6th digit)

v  Canadian zip codes are an exception

·  Canadian zip codes have 6 digits

·  A space is required between the 3rd and 4th number of letter in the

Canadian zip code

·  Numbers and letters are both OK within a Canadian zip code

Phone

v  Always use 10 digits unless there is an extension

v  Phone format is 123-456-7890 xABC (No ‘1’ is needed.)

v  Only use dashes between the 3rd and 4th and the 6th and 7th numbers

v  No parenthesis ‘()’

v  International phone numbers should start with a ‘+’.

v  Make sure that every account has a main phone # (even if it is the contact’s phone number)

v  Do not use the words extn or ex, Siebel automatically does this. To show an extension, leave a space between the actual phone number and the extension. Put an ‘x’ before the number of the extension.

v  DO NOT type in any letters for a phone number

·  800-TRY-ABC should be entered as ‘800-879-2746’

State

v  Use TWO letter abbreviations only

v  Make sure every domestic account has a ‘State’

v  A ‘State’ can be a Canadian Providence, a US State or Bermuda, Bermuda.

v  All letters should be capitalized

·  California = ‘CA’

·  ‘CA’ vs. ‘Cal’

v  Though you will have a drop down box to select from, below is a list of State Abbreviations for reference:

Abbreviation List

Alabama / AL
Alaska / AK
Alberta / AB
American Samoa / AS
Arizona / AZ
Arkansas / AR
British Columbia / BC
California / CA
Colorado / CO
Connecticut / CT
Delaware / DE
District of Columbia / DC
Fed. States of Micronesia / FM
Florida / FL
Georgia / GA
Guam / GU
Hawaii / HI
Idaho / ID
Illinois / IL
Indiana / IN
Iowa / IA
Kansas / KS
Kentucky / KY
Louisiana / LA
Maine / ME
Manitoba / MB
Marshall Islands / MH
Maryland / MD
Massachusetts / MA
Michigan / MI
Minnesota / MN
Mississippi / MS
Missouri / MO
Montana / MT
Nebraska / NE
Nevada / NV
New Brunswick / NB
New Hampshire / NH
New Jersey / NJ
New Mexico / NM
New York / NY
Newfoundland / NF
North Carolina / NC
North Dakota / ND
Northern Mariana Islands / MP
Northwest Territories / NT
Nova Scotia / NS
Ohio / OH
Oklahoma / OK
Ontario / ON
Oregon / OR
Palau / PW
Pennsylvania / PA
Prince Edward Island / PE
Puerto Rico / PR
Quebec / QC
Rhode Island / RI
Saskatchewan / SK
South Carolina / SC
South Dakota / SD
Tennessee / TN
Texas / TX
Utah / UT
Vermont / VT
Virgin Islands / VI
Virginia / VA
Washington / WA
West Virginia / WV
Wisconsin / WI
Wyoming / WY
Yukon / YT

Country

v  Use 3 letter Country code only

v  All letters should be capitalized

v  No punctuation

·  USA vs. ‘U.S.A.’ or ‘U S A’

v  Broadcast Query will run once a month on Country codes and state abbreviations

v  Hard copy of the country codes and state abbreviations are available upon request, or listed here

v  Though you will be selecting the Country from a drop down box, a standardized listing of the country codes is attached below, as well as the states or providences within commonly used countries, for reference:

Abbreviation List

Alpha by 3-Letter Abbreviation / Alpha by Country Name /
3-Letter Abbreviation / Country Name / Country Name / 3-Letter Abbreviation /
ABW / ARUBA / AFGHANISTAN / AFG
AFG / AFGHANISTAN / ALBANIA / ALB
AGO / ANGOLA / ALGERIA / DZA
AIA / ANGUILLA / AMERICAN SAMOA / ASM
ALB / ALBANIA / ANDORRA / AND
AND / ANDORRA / ANGOLA / AGO
ANT / NETHERLANDS ANTILLES / ANGUILLA / AIA
ARE / UNITED ARAB EMIRATES / ANTARCTICA / ATA
ARG / ARGENTINA / ANTIGUA AND BARBUDA / ATG
ARM / ARMENIA / ARGENTINA / ARG
ASM / AMERICAN SAMOA / ARMENIA / ARM
ATA / ANTARCTICA / ARUBA / ABW
ATF / FRENCH SOUTHERN TERRITORIES / AUSTRALIA / AUS
ATG / ANTIGUA AND BARBUDA / AUSTRIA / AUT
AUS / AUSTRALIA / AZERBAIJAN / AZE
AUT / AUSTRIA / BAHAMAS / BHS
AZE / AZERBAIJAN / BAHRAIN / BHR
BDI / BURUNDI / BANGLADESH / BGD
BEL / BELGIUM / BARBADOS / BRB
BEN / BENIN / BELARUS / BLR
BFA / BURKINA FASO / BELGIUM / BEL
BGD / BANGLADESH / BELIZE / BLZ
BGR / BULGARIA / BENIN / BEN
BHR / BAHRAIN / BERMUDA / BMU
BHS / BAHAMAS / BHUTAN / BTN
BIH / BOSNIA AND HERZEGOWINA / BOLIVIA / BOL
BLR / BELARUS / BOSNIA AND HERZEGOWINA / BIH
BLZ / BELIZE / BOTSWANA / BWA
BMU / BERMUDA / BOUVET ISLAND / BVT
BOL / BOLIVIA / BRAZIL / BRA
BRA / BRAZIL / BRITISH INDIAN OCEAN TERRITORY / IOT
BRB / BARBADOS / BRUNEI DARUSSALAM / BRN
BRN / BRUNEI DARUSSALAM / BULGARIA / BGR
BTN / BHUTAN / BURKINA FASO / BFA
BVT / BOUVET ISLAND / BURUNDI / BDI
BWA / BOTSWANA / CAMBODIA / KHM
CAF / CENTRAL AFRICAN REPUBLIC / CAMEROON / CMR